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

October 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: November 25, 2011           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. Mr. [redacted]’s Vivint account has been cancelled since October 7, 2016. Mr. [redacted] has no further obligation to Vivint. Vivint apologizes for any inconveniences this may have caused. 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]

June 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Jessica P[redacted]  Vivint Account #: [redacted] Date of Agreement: April 21, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. P[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. P[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. P[redacted]’s satisfaction. Ms. P[redacted] will receive further communication from Vivint once an appointment is available for her cameras to be installed. 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]

April 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 3, 2016           To Whom It May Concern:I have reviewed...

the information provided by Mrs. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Mrs. [redacted]’s satisfaction. Mrs. [redacted] Vivint account was cancelled on April 7, 2017. Additionally, Mrs. [redacted] was issued a refund in the amount of $341.20.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: [redacted] Vivint Account #: [redacted] Date of Agreement:  June 17, 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] alleges that her cameras has not been recording or functioning properly and the panel is experiencing communication issues. Mr. [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, [redacted]. [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. As long as Vivint follows through with cancellation of my contract without any penalty and refund/credit the account I will be satisfied. 
Sincerely,
[redacted]

December 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, 2011           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 contacted Mr. [redacted], in an effort to resolve these concerns.  After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further 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: (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: Robert C[redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2013          To Whom It May Concern:I have reviewed the...

information provided by Mr. C[redacted]e and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. C[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. 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 *. Wilcox

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Same old, same old. A rep for Vivint sat at our kitchen table , initialed our contract telling us " a term one year " we could cancel , if desired. We desire to cancel. A rep for our company. , Vivint. [redacted]I can assume, YOUR rep's word and initials mean nothing.

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

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: November 19, 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 she sent an email to Vivint on September 10, 2016 in an effort to request cancellation of her account; however, her account was not cancelled until November 18, 2016. Ms. [redacted] requests a refund of $149.97.   Vivint has agreed to refund Ms. [redacted] $149.97 which will arrive within 7-10 business days in the form of a check.   Vivint received Ms. [redacted]’s cancellation request on October 18, 2016; as such, her account was cancelled 30 days later on November 18, 2016. There is no error that is believed to have been made on Vivint’s part; however, out of goodwill, the requested refund has been issued.   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

December 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 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] alleges that his equipment is not working and that his System purchase and Services Agreement (“Agreement”) does not notify him of his cancellation fees. After further review, Mr. [redacted]’s Agreement states that he would be responsible to pay the remainder of the Agreement if he chooses to cancel early under Section 13. A copy of his Agreement may be sent to him if he would like. Vivint Inc. (“Vivint”) would also be willing to offer a one (1) month credit for his services not working and is always willing to troubleshoot and schedule technicians for equipment that is not functioning. I would advise Mr. [redacted] to contact Vivint’s Customer Care department at ###-###-#### if he desires a copy of his Agreement and to accept this offer.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 14, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 2, 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 her husband’s account was sent to collections with her name attached. Ms. [redacted] disputes she authorized use of her name on the account. Ms. [redacted] desires her name to be removed from collections.A representative of Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint reviewed the account and have agreed to remove Ms. [redacted]’ name. As such, Vivint has contacted the collection agency and requested removal of Ms. [redacted]’s name from the debt. 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

July 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 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 has numerous problems with arming his system and despite a technician visiting his home his issues have remained unresolved. Mr. [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty. Vivint’s records indicate that a technician was sent to Mr. [redacted]’s home on June 9, 2016 to inspect the alarm system and make any repairs. The technician determined that equipment needed to be repaired but Ms. [redacted], who is the account holder, refused service stating that she would prefer to cancel her service rather than repair her system. As such the issues were never resolved. Since Vivint has not had a chance to resolve the equipment issues cancellation of the Agreement without penalty is not warranted. Mr. [redacted] has another appointment scheduled for July 13, 2016 to repair the security equipment in his home. As an effort of goodwill and at no additional cost, Mr. [redacted]’s account has been upgraded to Premium Service. Premium Service will provide Mr. [redacted] with free technician visits and free battery replacements for the remaining term of his Agreement. 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 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]

October 9, 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: September 5, 2017                                                               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 representative and Mr. [redacted] have agreed upon a resolution. An appointment has been scheduled for the removal of the equipment. Following this appointment, Mr. [redacted] will have 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:
I have reviewed the response made by the business in reference to complaint ID [redacted],  
I would like to accept the resolution of paying 50% Of the remaining balance as outline in the business' response and cancellation the contract with NO negative reports to credit bureaus and no further contact for marketing, renewal of comtract or otherwise.
Sincerely,
[redacted]

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

December 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: November 19, 2016           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] she explains that there was some issues with her billing account. As such she requests a refund of all money paid to Vivint and cancelation of her account.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled and a refund of $170.42 will be issues back to Ms. [redacted]. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: May 6, 2011           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 has had difficulty canceling his account. As such, Mr. [redacted] requests that his account be cancelled.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 has been resolved to Mr. [redacted]’s satisfaction. Vivint has cancelled Mr. [redacted]’s account without any penalty. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.    20If 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