Vivint Smart Home Security

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

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

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

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 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 she states that her Vivint Sales representative used unlawful sales tatics and pressured her into signing her System Purchase and Service Agreement (“Agreement”). She states that her Agreement was forged and unaware of the terms of the Agreement. Ms. [redacted] desires cancellation of her Agreement without penalty and an apology from Vivint.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 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 to confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 12, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $70.99 each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s Sales representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   In an effort to resolve this matter, Vivint will agree to cancel Ms. [redacted]’s Agreement once the Vivint equipment is returned. Vivint apologizes for any inconvenience this may have caused. She may return the equipment herself to: Legal 160 4931 North 300 West, Provo, Provo, UT 84604 or she may contact a Vivint legal assistant to schedule an appointment for a technician to pick up the equipment 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]Chief Compliance Officer

September 23, 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 10, 2016           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted] complaint she explains that she was told that Vivint could reinstall another security company’s equipment if she was to cancel her Vivint account. Ms. [redacted] explained that she canceled the account and now request that Vivint reactivate her account until the system is removed and once it is removed to reinstall Ms. [redacted]’s old company’s equipment.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint has no record of any promises made by the sales representative that were not on the contract. Vivint’s records do indicate that Ms. [redacted] canceled her account on September 12, 2016 and all of her money was refunded back to her. In order for Vivint to reactivate the system as or remove the system as Ms. [redacted] requests a Vivint technician would have to be sent to Ms. [redacted]’s house to remove or reactivate the system. Because Ms. [redacted] has canceled the account and is no longer being charged the technician would remove the equipment. Vivint’s technician are only trained and licensed to work on Vivint equipment, therefore Vivint’s technician cannot install equipment associated with other companies. Due to threats of physical harm to the any technician who cannot reinstall her old equipment Vivint will not send a technician to Ms. [redacted]’s home to remove or to reactivate the system. Vivint will send a prepaid box that the equipment can be put in and mailed back to Vivint. For Ms. [redacted] to have her old system reinstalled, Vivint advises Ms. [redacted] to contact her old security company. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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

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 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Alan B[redacted] Vivint Account #: [redacted] Date of Agreement: September 5, 2013                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. B[redacted] and appreciate the opportunity to respond. In his complaint, Mr. B[redacted] alleges to having equipment complications with his security system that have not been resolved, and that he has been unable to cancel his Agreement without penalty.  Mr. B[redacted] desires cancellation of his Agreement without penalty. Vivint’s records show that Mr. B[redacted] first notified Vivint of his equipment concerns on June 27, 2015, and Vivint requested shipment of the needed sensor to Mr. B[redacted].  Vivint contacted Mr. B[redacted] on July 6, 2015, and a service appointment was scheduled for July 10, 2015 as Mr. B[redacted] had not yet received his sensor.  Mr. B[redacted] contacted Vivint on July 9, 2015, and cancelled this service visit.A representative from Vivint has recently contacted Mr. B[redacted] again, in an effort to resolve his concerns.  Another service visit is scheduled for July 20, 2015, to replace the sensor and address any other equipment concerns. Vivint has applied a one month credit to Mr. B[redacted]’s billing account, for any inconvenience and downtime he has experienced.Furthermore, Ms. Amanda Coker signed a Purchase and Services Agreement upon installation of her Vivint system, in which she agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation without penalty is not warranted at this time.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]

January 25, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: June 20, 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] explains that she has had issues with the equipment. Ms. [redacted]’s desired resolution is cancelation of the contract.   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] 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. 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 22, 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 28, 2016                                                                To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has been in contact with Ms. [redacted] and is currently in the process of resolving her 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]

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]. I will be speaking with Vivint on 9/28. My day off. Thank you

August 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: June 13,...

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 with Mr. [redacted].  Vivint is working on scheduling an appointment with Mr. [redacted] for removal of its equipment from his home.  Following the removal, Mr. [redacted] will have no further obligation to Vivint.  Mr. [redacted] may contact Vivint’s representative directly with 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

August 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Quentin L[redacted]  Vivint Account #: [redacted] Date of Agreement: July 18, 2015           To Whom It May Concern:I...

have reviewed the information provided by Mr. L[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. L[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. L[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]

April 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: August 22, 2009           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 was supposed to refund her $15.96 but she has not received it. As such, Ms. [redacted] desires a check to be sent to her home in the above amount. Vivint’s records indicate that a representative has recently reached out to Ms. [redacted] to inform her that Vivint has expedited a check to her home as of the date of this letter. Vivint believes this matter will be resolved upon Ms. [redacted] receiving her refund. 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]

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: May 14, 2014          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] alleges to having equipment complications with his security system that have not been resolved.  Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on May 14, 2014 with an initial term of sixty (60) months, a monthly services fee of $69.99, plus any applicable taxes, during that term, and a total equipment fee of $4,799.40. 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. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on February 19, 2015, and Vivint’s Scheduling department offered to schedule an appointment however Mr. [redacted] wasn't willing to pay for a technician. Section 5 of the System Purchase and Services Agreement states:After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes. All charges for repair service are due and payable upon completion of the service call, and you agree to pay the same. Mr. [redacted] called Vivint on March 7, 2015, and an appointment was scheduled for March 7, 2015; however Mr. [redacted] rescheduled. Vivint’s records indicate that Mr. [redacted] again contacted Vivint on March 9, 2015, and an appointment was scheduled for March 21, 2015Vivint was not notified of any further equipment issues until recently.  A Vivint Field Service Professional was dispatched to Mr. [redacted]’s home on April 27, 2017, and replaced the batteries for the Vivint motion detector, to improve communication on the panel.Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Should Mr. [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointment. 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 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 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 has experienced equipment complications with his security system that have not been resolved. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  I have credited Mr. [redacted]’s account for a free month of service.  Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 15, 2016 with an initial term of forty-two (42) months, a monthly services fee of $65.99, plus any applicable taxes, during that term, and a total equipment fee of $120.00. Section 5 of this Agreement states:After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes. All charges for repair service are due and payable upon completion of the service call, and you agree to pay the same.Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-216-5232 to schedule an appointment. 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], and find that this resolution is satisfactory to me. Received a confirmation letter by legal assistant Megan P[redacted] closing the account. Thanks.
Sincerely,
[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]

Revdex.com:thank you all for the time.
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]

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]

February 21, 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 17, 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] explains that she has had issues with the equipment. Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] 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. 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.   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