Vivint Smart Home Security

August 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 22,...

2016           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction.  Following a scheduled appointment for equipment removal on August 25, 2016, Mr. [redacted] will have no further obligation to Vivint and will be refunded his payment.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 13, 2015           To Whom It May Concern:In her complaint, Ms. [redacted] alleges that she agreed to offer to return the glass break. Ms. [redacted] desires the waiver of the charge of the glassbreak sensor and the reactivation of the service.  Vivint maintains its stance in regards to Ms. [redacted]’s complaint. Ms. [redacted] agreed to the charge of $240.00 by signing the Schedule of Protection that was attached to Vivint’s original response. Vivint has covered half the cost of the two glassbreaks, and Ms. [redacted] will only have to pay the cost of one sensor. Alternatively, if Ms. [redacted] would like to return the two glassbreak sensors installed with her system, Vivint will waive the remaining past due. If Ms. [redacted] would like to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Lemonica W[redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. W[redacted] – the account holder – in an effort to resolve their concerns. Vivint’s records indicate that this matter is in progress and will be resolved to Mr. and Mrs. W[redacted]’ satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

[A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that arbitration is necessary. Sincerely,[redacted]

December 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 4,...

2008           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she fulfilled the initial term of her Agreement and requested cancellation of her account when she moved from her home, but that Vivint would not cancel her account for thirty (30) days. Ms. [redacted] desires cancellation of her Agreement as of the day she verbally requested cancellation. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on June 4, 2008, in which she agreed that service would continue automatically after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (System Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. [redacted] on December 22, 2015.  As such, her service would be cancelled on January 21, 2015.  At this time, in an effort to assist Ms. [redacted], Vivint will cancel her Agreement, effective immediately.  Ms. [redacted] will not be charged any further for service, and she has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response.  Initially the complaint surrounded the defective panel and poor service in responding to the defective panel.  The settlement was contingent on correcting both aspects of the complaint (poor support and defective equipment).  A technician responded and installed a new panel, but failed to install it properly.  1.  The driveway camera did not operate.2.  The inside camera did not operate.3.  The new panel was installed with outdated software and the technician did not bother to update it.The customer was forced to spend 2-3 hours troubleshooting the system on his own and with assistance of technical support.  While a defective panel may be an anomaly (panel is still unproven over time) the service appears to have established a negative trend.  It appears one can only be happy with Vivint if they are willing to work for Vivint,  Fair compensation for the customers time spent working for Vivint is $100.  The additional $100 should be added to the credit already established for the initial complaint.  If this happens without contention the customer will drop the complaint.   
Sincerely,
Douglas C[redacted]

March 3, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: June 26, 2015...

          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he requested an upgrade of his service when he was no longer in contract, but had problems with the technician and did not have the new equipment installed. Mr. [redacted] further explains that he requested cancellation of the upgrade, a refund of the $350.00 he had paid for it, and cancellation of his service but Vivint advised that he could not cancel as he was in a contract. Mr. [redacted] desires cancellation of his current service with Vivint. At this time, Vivint agrees to cancel the extended term of Mr. [redacted]’s Agreement which was dependent on the equipment upgrade, and has waived March’s services fee to assist Mr. [redacted] further.  In addition, Vivint will reduce the monthly services fee by $20.00 for the remainder of the initial term of the Agreement.  Vivint refunded Mr. [redacted] the $350.00 he paid for the upgrade by sending a check on February 23, 2018.  Vivint’s records show that Mr. [redacted] signed a System Purchase and Services Agreement on June 26, 2015 with an initial term of forty-eight (48) months and a monthly services fee of $68.99, plus any applicable taxes, during that term.  This initial term will end on June 26, 2019.Vivint agrees to the above resolution and apologizes for any inconvenience experienced in this process.  Mr. [redacted] will not be responsible for the extended term but will remain responsible for the remainder of his initial term. His monthly services fee has been reduced to $48.99, plus any applicable taxes, and March’s fee has been waived. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Brandon B[redacted] Vivint Account #: [redacted] Date of Agreement: January 21, 2011           To Whom It May...

Concern:I have reviewed the information provided by Mr. B[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. B[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. B[redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Janai A[redacted]  Vivint Account #: [redacted] Date of Agreement: June 9, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. A[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. A[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. A[redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I apologize for the late responce,we were on vacation....I accept the response from Vivinit..and the releasing me from the contract..Thank you for your help..Sincerely,
[redacted]

September 1, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 26, 2010                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that her account is in collections because Vivint never received her notice of cancellation letter. Ms. [redacted] requests that her account be removed from collections.   In an effort to resolve Ms. [redacted]’s concerns, Vivint has agreed to remove her account from collections.   On July 26, 2010, Ms. [redacted] signed the Alarm System Purchase and Services Agreement. Upon signing this agreement, Ms. [redacted] agreed to section 2.4:      The original term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from from month to month thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.   Vivint’s records indicate that Ms. [redacted] has not submitted the required written notice of cancellation. Despite this, Vivint has agreed to remove her account from collections. Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, [redacted], Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

July 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: April C[redacted] Vivint Account #: [redacted] Date of Agreement: January 31, 2013           To Whom It May Concern:I have...

reviewed the information provided by Ms. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. C[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. C[redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: June 14, 2014           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he was told that his monthly payment would be lowered to $35.00 a month. As such, Mr. [redacted] requests that his payment be lowered.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: Jenny [redacted] Vivint Account #: [redacted] Date of Agreement:  June 20 2014 To Whom It May Concern: I have reviewed the information...

provided by Ms. Jenny [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that Vivint was not able to dispatch authorities to her home correctly. Ms. [redacted] desires to cancel the Agreement without penalty.  Vivint’s records show Ms. [redacted] has notified Vivint of this concern, and the issue has been attended to and resolved.Should you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted] attention Department 160 - Legal. Sincerely, Nathan *. [redacted]

June 19, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 30, 2017                                                   To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.     At this time, cancellation without penalty is not warranted. Vivint’s position remains.   Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $3,806.53; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 25%, bringing the total payoff amount to $2,854.89.   If Mr. [redacted] would like to take advantage of this offer, he may contact [email protected].   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

October
29, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: March 7, 2015To Whom It May Concern:I have reviewed the information
provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted]
alleges that her alarm had gone off numerous times due to a faulty sensor. Ms. [redacted]
desires a credit for the time her sensor was not working correctly. Vivint’s records indicate that
the equipment that was giving Ms. [redacted] issues was preexisting equipment from
another home security system. Vivint does not have a warranty for preexisting
equipment. Ms. [redacted] first made Vivint aware of the system issues on March 14,
2015 a technician was able to replace the preexisting sensors with Vivint
sensors on June 10, 2015. Vivint believes the issue to be resolved. Never the less Vivint will agree
to place a credit to Ms. [redacted]’s account. After calculating the downtime for
two (2) sensors being down the total credit would be $[redacted], Vivint will
however apply a credit for three (3) months of service to Ms. [redacted]’s account
as an act of good will. If Ms. [redacted] is still experiencing issues with her
system I would advise her to call into Vivint to schedule a technician. If you have further questions or
concerns regarding this response, please respond to either our mailing address:
4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####,
attention Department 160 – Legal.    Sincerely, Nathan *. W[redacted]

July 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 2017          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] desires a refund of all movies paid to Vivint, removal of Vivint equipment from his home, and cancellation of the agreement without penalty. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. [redacted] contacted Vivint’s Customer Care to address any concerns from the Pre-Installation Survey and cancel services.   After further review, Vivint records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint’s records further indicate that a refund in the amount of $1,109.35 is being sent to Mr. [redacted] in the form of a check, to refund the monies paid to Vivint by Mr. [redacted].  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] and [redacted] Date of Agreement: August 27, 2011 and January 11, 2014          ...

To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled by Vivint regarding contract terms of the end of her Agreement. Ms. [redacted] desires cancellation of both of her Agreements without penalty.  A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing to cancel Ms. [redacted]’s account located in Texas forgiving the final two months. Ms. [redacted] declined this offer.   Vivint’s records show that on August 27, 2011, Ms. [redacted] and Mr. [redacted] signed a Purchase and Services Agreement with Vivint for their home located in Canada, with an initial term of forty-two (42) months. Vivint’s records indicate Mr. [redacted] renewed his Agreement on June 4, 2013. By extending the Agreement, Ms. [redacted]’ agreement would not be eligible for cancellation until December 2016. Vivint has included a copy of the renewal Agreement in this response for review. When Ms. [redacted] called Vivint to request cancellation of her account on June 29, 2016, the end date of the Agreement was entered incorrectly into Vivint’s database. This resulted in Ms. [redacted] being quoted an end date of 2019. After review of the account, Vivint was able to determine the correct end date of the Agreement was December 2016, but given the confusion offered to close the account on September 24, 2016. Ms. [redacted] accepted this offer. Vivint’s records further indicate that [redacted] signed a Purchase and Services Agreement on January 11, 2014 with Vivint for their home located in Virginia, with an initial term of sixty (60) months. This account is not eligible for cancellation until 2019.  Despite the above information, in resolution to this matter, Vivint has offered to close the account located in Texas without penalty. Ms. [redacted] declined this offer. Should Ms. [redacted] wish to cancel her agreement in Virginia prematurely, her payoff amount would be $2,073.66; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $933.14.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s representative directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 17, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, 2017           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has contacted Ms. [redacted], in an effort to resolve these concerns. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. An appointment has been scheduled for the removal of Vivint’s equipment on January 18, 2018.  Following retrieval of the equipment from Ms. [redacted]’s home, Vivint will refund her in the amount of $217.55.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer