Vivint Smart Home Security

May 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 6, 2013          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. I would like to formally apologize for service or lack of service Vivint has provided to Ms. [redacted]. Vivint’s goal is to keep our customers satisfied and protected. I do apologize that we thus far, have not provided [redacted] with the best service. In conclusion, I again apologize for the unwelcoming experiences you have had with Vivint. Vivint stands by its offer to send a field service professional to [redacted]’s home at no charge. I hope [redacted] finds this offer appealing so we can better serve and protect her home and family. 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

March 23, 2017Revdex.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, 2012           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. His Vivint system has been cancelled effective immediately. Mr. [redacted] has no financial obligation with 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, 2014          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] alleges that Vivint discouraged a person from taking over Mr. [redacted]’s account. Leaving Mr. [redacted] in contract with Vivint. Mr. [redacted] desires cancellation of the Agreement without penalty.  Vivint’s records indicate that the person scheduled to take over Mr. [redacted]’s account canceled the takeover to go with another company with a lower monthly service fee.A representative from Vivint has recently contacted Mr. [redacted], in an effort to resolve these concerns.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $[redacted]. Mr. [redacted] accepted the discounted buyout amount. If Mr. [redacted] has any questions regarding this he can follow up with the representative he has been working with 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]

February 5, 2018       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: August 23, 2017                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that a refund in the amount of $197.00 was processed on February 5, 2018 and is being sent back to Mr. [redacted] in the form of a check, to refund him the installation fee paid 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 20, 2016          To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] explains that the sales representative told him that when he moved Vivint would replace all of his equipment for free in his new home. Ms. [redacted] moved and found out that Vivint would not install new equipment and Ms. [redacted] needed his old equipment for Vivint to install. Ms. [redacted] is requesting help to resolve this issue.At this time Vivint agrees to discount Ms. [redacted]’s contractual buyout fee by fifty (50) percent. Or if Ms. [redacted] provides the recoding of the sales representative promising the equipment would be installed for free, Vivint agrees to cancel Ms. [redacted]’s without penalty or install a new system in his new home at no cost.A Vivint representative has recently attempted to contact Ms. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that prior to the installation of any equipment Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into a System Purchase and Services Agreement (“Agreement”) with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on August 20, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $80.99 plus any taxes each month during that term.  Further, Ms. [redacted] represented that Vivint’s representative did not make any promises or commitments which were not written on the Agreement; this included Vivint installing free equipment in Ms. [redacted] new home if he moved. Vivint relied on Ms. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Because of this information Vivint agrees to the above resolution of discounting Ms. [redacted]’s early termination fee by fifty (50) percent. Or one of the other resolutions presented if Ms. [redacted] provides adequate record of the sales representative promising free equipment.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

June 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 21, 2011 Date of Addendum: April 28, 2014           To Whom...

It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her response Ms. [redacted] explains that she asked Vivint Inc. (“Vivint”) to cancel her System Purchase and Service Agreement (“Agreement”) multiple times, but Vivint declines her cancellation request sighting a verbal renewal. Ms. [redacted] states she did not renew the Agreement therefore; she should be able to cancel at any time. Ms. [redacted] wishes Vivint to cancel her Agreement without penalty and to refund for the months she paid after she asked to cancel.A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint will agree to cancel her Agreement without penalty to resolve this issue. A refund is not permitted due to the information provided below.  Vivint’s records show that on September 21, 2011, Ms. [redacted] signed an Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the Agreement would have lapsed on March 20, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on April 28, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:“You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.”Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if he has any further 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: January 9, 2011           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 cancelled his account and Vivint continued to draft his monthly payments. As such, Mr. [redacted] desires a refund of payments made since July of 2015. Vivint has issued a refund of $[redacted] to the checking account on file. Vivint apologizes for any undue delay in this process. 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:
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 appreciate your assistance in getting my father's matter taken care of in a timely fashion.
Regards,
[redacted]

December 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: June 22, 2013                                                                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 daughter took over her account and her account was supposed to have been cancelled; however, it was sent to a collections agency. Ms. [redacted] requests the removal of her account from the collections agency.   Vivint has agreed to immediately remove her account from collections. Vivint apologizes for any undue delay or inconvenience this may have caused Ms. [redacted]. 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, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

April 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: April 9, 2013            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 Vivint withdrew her mother’s monthly service fee when the System Purchase and Services Agreement (“Agreement”) should have been cancelled. As such, Ms. [redacted] desires a refund for $49.99.Vivint agrees to refund $49.99 to the same method of payment that it was drafted from. Ms. [redacted] will receive this refund in seven to ten business days. Vivint’s records indicate that Ms. [redacted]’s mother’s account was setup for automatic withdrawal on the 5th of every month. Ms. [redacted] sent in the necessary documents to cancel her mother’s Agreement on March 14, 2016. Since Vivint did not receive the documentation until after the account was drafted, a refund would generally not be warranted. 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]

March 29, 2018       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: June 1, 2009             Date of Addendum: February 26, 2016                                         To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In his complaint, Ms. [redacted] explains that she never agreed to an extension of her agreement; however, Vivint has informed her that she has agreed to an extension and has been unable to cancel her account. Ms. [redacted] requests that Vivint cancel her account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   However, it should be noted that Vivint spoke with Ms. [redacted] regarding her alarm service on February 26, 2016.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a sixty (60) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Despite the information mentioned, 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, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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]

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]

February 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  July 7, 2008 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] states that he sent the appropriate supporting documents to Vivint.Attached is a copy of the document which Mr. [redacted] faxed to Vivint. The information indicating the date the email was sent to Vivint is illegible. Vivint requests that Mr. [redacted] provide a clear copy of this document so that Vivint can review if a refund is indeed warranted.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

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

March 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 2014           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 Ms. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that Mr. and Mrs. [redacted] have agreed upon a resolution for this complaint. 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:
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]

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 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: December 29, 2016           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint he explains that she has experienced issues with the service. As such, Ms. [redacted] requests that an executive contact her to present a resolution.Vivint’s records indicate that Vivint attempted to get a technician to Ms. [redacted]’s home as soon as possible. As it states in sections 5: Repair Service of Ms. [redacted]’s System Purchase and Services Agreement. Vivint’s records further indicate that a technician was at Ms. [redacted]’s home on May 24, 2017, to fix the issues Ms. [redacted] had been experiencing. Because of this Vivint considers this issue resolved. If Ms. [redacted] has any other questions or concerns she may contact Vivint’s Customer Care Department.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
21, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]           ...

Complainant:
[redacted]            Vivint Account #: [redacted]             Date of
Agreement: August 14, 2015To Whom It May Concern:I
have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr.
[redacted] alleges that he
has experienced equipment concerns that have not been resolved by Vivint.
Mr. [redacted] desires the cancellation of the account without penalty. Vivint’s
records indicate that prior to the installation of any equipment; Mr. [redacted] completed
a telephonic Pre-Installation Survey with Vivint’s Account Creation department.
Every customer must complete this Pre-Installation Survey, and if a customer does
not pass the survey, Vivint will not enter into an agreement with the customer
and will not install any equipment in the customer’s home.  The purpose of the survey is to verify
certain information, ensure that the customer understands Vivint’s offer, and
confirm the terms and conditions of the Agreement. Our records show that Mr.
[redacted] completed the required Pre-Installation Survey on August 13, 2015.  During
the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to
the initial term of sixty (60) months. 
He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Mr.
[redacted] represented that these terms were clearly outlined on the Agreement and
that Vivint’s representative did not make any promises or commitments which
were not written on the AgreementMr.
[redacted] first contacted Vivint on September 9, 2015, and reported a concern with
a sensor. Vivint scheduled a service appointment for September 12, 2015.  On September 12, 2015, Mr. [redacted] called and
reported to Vivint that a field service professional did not show for the
appointment. Vivint scheduled a second appointment for September 29, 2015.  On September 29, 2015, due to a scheduling
glitch a field service professional that was no longer in Mr. [redacted]’ area was
assigned to the work order and was unable to complete work order. A
representative reviewed Mr. [redacted]’s account and approved Mr. [redacted] for an extending
trail period that would allow him to request cancellation.  Vivint
has agreed to the cancellation of Mr. [redacted]’ account. Vivint has also agreed to
the refund of Mr. [redacted]’ account, if Mr. [redacted] agreed to schedule an
appointment for Vivint to come retrieve their equipment. Once Vivint received
his equipment, Vivint will refund Mr. [redacted]. Mr. [redacted] may contact Vivint’s
Customer Loyalty department at ###-###-#### in order to schedule this
appointment. Mr. [redacted]’ no longer has a contractual 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]