Vivint Smart Home Security

December 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 24, 2017                 ...

       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 technician, Austin C[redacted], did not install all of her Vivint equipment and left her home was left a mess. Ms. [redacted] further states that she has experienced several missed appointments by Vivint technicians. Ms. [redacted] desires for the trash to be removed from her home and for all holes and wires in her garage to be covered.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve her concerns. Vivint’s records indicate that on November 24, 2017 Vivint technician, Austin C[redacted], was dispatched to Ms. [redacted]’s home to install a Vivint security system. Austin C[redacted] noted that Ms. [redacted] did not have internet installed in her home at the time of installation so he was unable to properly install a Vivint Space Monkey and unable to properly connect the Vivint Nest Thermostat. Austin C[redacted] further noted that there was not a trashcan available in Ms. [redacted]’s home and that he offered to return to clean up the mess, repair the holes in the wall, and properly install a Vivint Nest thermostat and Space monkey. Vivint’s records indicate that Austin C[redacted] attempted to contact Ms. [redacted] at (407) 375-7168 on November 27, 2017 to schedule a time where he could return to clean up the mess, repair the holes in the wall, and properly install a Vivint Nest thermostat and Space monkey.Vivint’s records further indicate that a Vivint technician was dispatched to Ms. [redacted]’s home on November 29, 2017. During that appointment the Vivint technician, repaired and covered exposed holes and wires, installed a Vivint Nest Thermostat and router, and removed all debris all at Ms. [redacted]’s home.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]

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,
Angela M[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]

November 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant:  [redacted]Vivint Account #: [redacted]Date of Agreement:  July 2, 2012To 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 done everything in order to have the account closed in January 2016. Mr. [redacted] desires the confirmation of the cancellation date. Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $68.99 each month, plus applicable taxes, during that term. In Section 2.4 states:The initial term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty (30) day before the end of the original term or any renewal term.Vivint’s records indicate that Mr. [redacted] has not provided Vivint with a written notice of cancellation. In order for Mr. [redacted]’s account to be cancelled in January 2016, Vivint must receive a written notice of cancellation 30 days prior to requested cancellation date. Mr. [redacted] may send in this notice to [redacted]@vivint.com. 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 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]             Vivint Account #: [redacted] Date of Agreement: August 8, 2016        ...

  To Whom It May Concern:I have reviewed the information provided by [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 has been resolved to Mr. [redacted]’s satisfaction. His Vivint system has been cancelled effective immediately. Vivint has refunded the billing account on file in the amount of $86.66If 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 12, 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: July 12, 2012             Date of Addendum: April 24, 2015                                         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] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on April 24, 2015.  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

December 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: April 23, 2013           To Whom It May Concern: I have reviewed the response by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he wants a Vivint representative to contact him.A Vivint representative attempted to contact Mr. [redacted] via email to resolve his concerns. Vivint’s records indicate that Mr. [redacted]’ account has been canceled as of November 23, 2016. If Mr. [redacted] has any questions or concerns he can contact the representative who reached out to him 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

May 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, 2016          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 was misled by a Vivint representative regarding the term of his agreement. Mr. [redacted] desires cancellation of his Agreement without penalty.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on April 26, 2016 with an initial term of forty-two (42) months, a monthly services fee of $60.99, plus any applicable taxes, during that term, and a total equipment fee of $2,561.58. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason, and this period is extended for elderly customers.   Vivint’s records indicate that Mr. [redacted] signed a Schedule of Equipment and Services. The purpose of this document is to verify with the customer the Vivint equipment being installed in the home. Mr. [redacted] signed a Schedule of Equipment and Services on April 26, 2016.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1768.71; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 25%, bringing the total payoff amount to $1326.53.  Alternately, Mr. [redacted] has been granted a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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

September 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 12, 2016           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 a Vivint Representative extended her Right of Rescission (ROR) period until her doorbell camera could be installed. Ms. [redacted] is requesting for Vivint to honor the extension she was given so that she may cancel her System Purchase and Service Agreement (“Agreement”) without penalty. Vivint has agreed to immediately cancel Ms. [redacted]’s account once the Vivint equipment has been returned. A Vivint representative has attempted to contact Ms. [redacted] to schedule an appointment for her but Ms. [redacted] has not made contact with that representative. Should Ms. [redacted] wish to cancel her account, I would advise she contact the representative who tried to contact her.  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 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 11, 2017           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 has yet to receive all of the products named in her Vivint contract. Ms. [redacted] further states that she has been charged for the equipment that has not been installed in her home.  Ms. [redacted] desires removal of Vivint’s equipment and repair of the walls, and cancellation of her agreement. A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to schedule an appointment for the removal of Vivint’s equipment and repair of any damage caused by Vivint equipment. Following retrieval of the equipment from Ms. [redacted]’s home; Ms. [redacted]’s agreement with Vivint will be cancelled and she will have 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]

July 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Erwin [redacted] E[redacted]  Vivint Account #: [redacted] Date of Agreement: February 24, 2011           To Whom It...

May Concern:I have reviewed the information provided by Mr. E[redacted] and appreciate the opportunity to respond. In his complaint Mr. E[redacted] alleges that Vivint is unable to work with him to find a suitable appointment. A representative from Vivint has recently attempted to contact Mr. E[redacted] in an effort to resolve his concerns. Vivint will work with Mr. E[redacted] to find an appointment that fits his schedule. I would advise Mr. E[redacted] to call into Vivint to let the Scheduling department know his preferred dates and times for a technician to go out to his home. 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 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 2015         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 has been resolved to Mr. [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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

February 7, 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 26, 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 matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests.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 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Courtney [redacted] Vivint Account #: [redacted] Date of Agreement: August 01, 2014            To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint will accept Ms. [redacted]’s proposed contract pay off amount of $1,000.00. Once the amount is received by Vivint, Vivint will cancel the Agreement leaving Ms. [redacted] with 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [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]

October 14, 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 23, 2016           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 Vivint never finished the installation of the security system. Mr. [redacted] requests for Vivint to cancel his System Purchase and Service Agreement (“Agreement”) without penalty. A Vivint representative has recently attempted to contact Mr. [redacted] via phone to resolve his complaint but he did not answer. Vivint will agree to cancel Mr. [redacted]’s Agreement without penalty once the security equipment is returned. I would advise Mr. [redacted] to contact a Vivint legal assistant to schedule an appointment to pick up the equipment at (801) 221-6728; or, he may mail the equipment back to 4931 North 300 West, Provo, UT 84604 attention Legal-160.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 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2013           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. This letter shall confirm that Mr. [redacted] is under no further obligation to Vivint. All past-due amounts have been waived, the account has been cancelled, and he shall receive no further attempts to collect 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 4, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  February 27, 2015 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 has had equipment complications, and that Vivint has asked her to do troubleshooting.  Ms. [redacted] further alleges that these complications and Vivint’s attempt to fix them have resulted in increased power bills.  Ms. [redacted] desires compensation for her increased power bills, and for defective equipment.  Vivint’s records indicate that Ms. [redacted] has notified Vivint of this concern, and that a representative from Vivint’s Home Damage department is in contact with Ms. [redacted] regarding this.  At this time, Vivint is providing a third party contractor to repair Ms. [redacted]’s HVAC unit.  Once the repair is completed, Vivint will review Ms. [redacted]’s power bills for possible compensation.Vivint’s representative from the Home Damage department will remain in contact with Ms. [redacted] until this concern is resolved.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, [redacted]

Complaint: [redacted]
I am rejecting this response because:no longer do I not need your service, untranspatent as it was at the time of signing, where I was told by associate that I may move prior to fulfilling the contract, when I was told I would have no penalty for termination. I no longer desire to support Vivint corporate and their particular marketing by scare tactics and misrepresentation. I am not swayed by your threat of collection and would like my case published nationally. This might help them change their business practices.  PROCEED TO ARBITRATION ASAP!!!!
Sincerely,
[redacted]