Vivint Smart Home Security

July 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 25, 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 recently contacted Ms. [redacted] in an effort to resolve her concerns. It has been agreed that Vivint will immediately cancel the account and Ms. [redacted] will be under no further obligation to Vivint. Vivint’s records indicate that this matter has been resolved to Ms. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: June 6, 2016           To Whom It...

May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he is not happy with the entry delay time on his door sensors. As such Mr. [redacted] requests cancelation of his account. Vivint’s records indicate that Mr. [redacted] signed a contract with Vivint on June 6, 2016 in that contract the term length listed is forty-two (42) months. Therefore Mr. [redacted] is still within the contract term. Vivint also offers other settings to arm the system to reduce or even eliminate the entry/exit delay. Because of these facts cancelation of Mr. [redacted]’ account without him paying the contractual buyout fee. If Mr. [redacted]’ would like to buyout and cancel his contract he can contact Vivint’s customer loyalty department or if Mr. [redacted] would like to work on the setting on his system he can call in to Vivint Customer Care.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 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

December 9, 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: May 31, 2012             Date of Addendum: December 7, 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] explains that his account is under a verbal extension; however, he believes that he is being charged incorrectly. Mr. [redacted] requests cancellation of his account.   Vivint has agreed to cancel Mr. [redacted]’s account. If Mr. [redacted] does not want the equipment, he is welcome to ship the equipment to: Vivint Smart Home, 4931 N 300 W, Provo, UT 84604, and ATTN: Legal.   Vivint spoke with Mr. [redacted] regarding his alarm service on December 7, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement thirty-six 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, Mr. [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 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 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 $417.00 was deducted from his checking account without his consent. Mr. [redacted] desires a refund and cancellation of his agreement without penalty. A representative from Vivint has recently attempted to contact 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. Vivint’s records show that as of December 12, 2017, Mr. [redacted] has been refunded in the amount of $274.93. 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

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]

July 29, 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 11,...

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] states that she was misled at the time of sale regarding the term length of her System Purchase and Services Agreement (“Agreement”), and that her sales representative was not wearing a Vivint name badge.  Ms. [redacted] desires cancellation of her Agreement without penalty.In an effort to resolve this matter, Vivint has waived the past due balance of $119.95 on Ms. [redacted]’s account, and will reduce her monthly service rate by 25% for the remainder of the Agreement term.  This will also reduce Ms. [redacted]’s payoff amount by 25%, if she desires to cancel her service prematurely.  Rather than the $59.99 monthly service fee pursuant to the signed Agreement, Ms. [redacted] will now be charged $44.99, plus any applicable taxes, monthly.Vivint’s records indicate that following the installation of the equipment at Ms. [redacted]’s home, she completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and important details of the Agreement. Our records show that Ms. [redacted] completed the required Post-Installation Survey on November 11, 2015. During the recorded Post-Installation Survey, Ms. [redacted] represented that she was satisfied with the installation of her Vivint system.  She further represented that a copy of her signed Agreement and the Notice of Cancellation had been provided and explained to her, and that her Agreement had Vivint’s logo and contact information on the top.  The signed Agreement shows that the initial term of the contract is forty-two (42) months (marked down from the normal 60 month term).  Vivint relied on these representations to ensure that Ms. [redacted] was aware of the terms of her Agreement and the company she signed the Agreement with.  Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution.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

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,
Regina M[redacted]

July 20, 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: December 6, 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 when she moved to her new address and had a new customer take over her previous account at her old address, she cancelled over the phone and failed to send in a notice of cancellation (“NOC”). She further explains that she was being charged for her old account from December 2015 to present.   Vivint has agreed to refund Ms. [redacted] the amount of $373.53 and this will go back into her account within 7-10 business days.   Vivint requires all customers to send in a NOC via email, mail or fax 30 days prior to cancellation as documented in the signed agreement. Vivint did not receive a NOC from Ms. [redacted] until June 17, 2016, therefore, the billing on the account was never stopped prior to receiving the NOC in June 2016.     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]

September 6, 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 17, 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 explains that she has had issues with the equipment working properly and technician appointments being cancelled. As such, Ms. [redacted] requests that her account he cancelled without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. A Vivint technician is schedule to go to Ms. [redacted]’s home on September 7, 2017. That technician will fix/replace any equipment at no cost to Ms. [redacted]. 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Dusta B[redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 2015           To Whom It May Concern:I have reviewed the...

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

November 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: July 25, 2013                                                   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] explains that he has attempted to cancel his account; however, he has been unsuccessful. Mr. [redacted] does not state the reason for cancellation. He requests cancellation of his account.   Although not warranted, Vivint will cancel Mr. [redacted]’s account as a sign of goodwill.   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 July 25, 2013.   During the recorded Pre-Installation Survey, Mr. [redacted] 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 $57.99 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 Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Mr. [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 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 2016           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 recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. However, [redacted] is no longer in service. Vivint’s records indicate that on April 13, 2017, a Vivint technician was sent to Ms. [redacted]’s new home to install her Vivint security system. Vivint considers this case resolved. If Ms. [redacted] has any additional questions, she may contact a Vivint representative.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 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August...

11, 2012           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 recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction.  Ms. [redacted] has no further obligation to Vivint.  She 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

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]

Complaint: [redacted]
I am rejecting this response because:We received no communication regarding our cancellation, nor did you provide any Resolutions that would be convenient for us the customer. You sold and installed your product on a Saturday but refused to service your product on a weekend. Our neighbors have been warned about Vivint when they reached out to us about how we liked the company. I have many emails from someone at your company that shows how incompetent the employees are. I have been given the run around since day one. That should have been a red flag. The product is a good concept and we would have probably benefited from it if it would have worked properly. All we asked for was for it to be serviced and by serviced I don't mean all the times we reset it. I stopped payment because nothing communicated with each other. The thermostat never communicated with the home pad and everything always threw false alarms. It got to the point where we had to disconnect everything because the alarms were scaring my children.  
Sincerely,
[redacted] And [redacted]

July 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement:            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 attempted to contact Mr. [redacted] in an effort to resolve his concerns but was unable to get a hold of him. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been cancelled as of July 22, 2016 and Mr. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 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 recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she 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

July 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Krista M[redacted]  Vivint Account #: [redacted] Date of Agreement: March 18, 2009           To Whom It May Concern:In her rebuttal, Ms. M[redacted] is requesting a refund of her all payment made to Vivint after March 2014. Vivint maintains its stance in regards to Ms. M[redacted] allegations. Vivint did not receive a written notice of cancellation from Ms. M[redacted] until June 2015. As such, a refund of any payment made during or before June 2015 is not warranted. However, in an effort to assist Ms. M[redacted], Vivint has refund her payments made from April 2015 to July 2015. Ms. M[redacted] has been informed if she can provide documentation that she provided a written notice of cancellation before June 2015 to Vivint, Vivint would be willing to reopen her case and possible provide an additional 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2012          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 Vivint system did not work as he expected it to, that he had billing issues, and that Vivint will not allow him to cancel his account without penalty.  Mr. [redacted] desires cancellation of the Agreement without penalty and removal of his account from outside collections.  Mr. [redacted] also desires a cash settlement from Vivint, and change of policy to dissolve a contract when a customer moves from their home.  Vivint’s records indicate that Mr. [redacted] reported equipment complications to Vivint in October 2013, and a Field Service Professional was dispatched to his home on October 31, 2013, to address these issues.  Vivint replaced the equipment that was not working as expected, and waived the trip fee for this visit.  Mr. [redacted] stopped paying for service after July 2014, and his account was cancelled due to non-payment on February 28, 2015.  At this time, Mr. [redacted]’s account has been sent to an outside collections agency.Mr. [redacted] signed a Purchase and Services Agreement with Vivint on June 20, 2012, stating that he agreed to an initial term of forty-two (42) months and a monthly services fee of $[redacted].  This Agreement states that Vivint does not warrant that the system will always detect, or help prevent, any specific event, or that it will always operate (Section 3, System Purchase and Services Agreement). Vivint has made every effort to assist Mr. [redacted] with his concerns regarding the Vivint system.   Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Mr. [redacted] via email, in an effort to resolve his concerns.  The remaining balance owed to Vivint by Mr. [redacted] is $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce this payoff amount by 75%, bringing the total payoff amount to $[redacted].  If Mr. [redacted] will pay Vivint this reduced amount, Vivint will remove his account from collections and he will have no further obligation to Vivint.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact the representative who has emailed 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]