Vivint Smart Home Security

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]

July 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Christopher H[redacted] Vivint Account #: [redacted] Date of Agreement: May 2, 2013           To Whom It May Concern:I have reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that Mr. H[redacted]’s account will be cancelled without penalty following the removal of the Vivint equipment. Mr. H[redacted] currently has an appointment scheduled for July 20, 2015. Vivint is looking for sooner appointments and will contact Mr. H[redacted] when one becomes available. 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]

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 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]

October 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 27, 2017           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 per his Agreement Vivint has charged an additional month of service following his request to cancel services. Mr. [redacted] request a refund for this charge and adjustments to the cancellation policy on Vivint’s website. 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.  Additionally Vivint has refunded his final payment in the amount of $57.99 as requested. Vivint’s website directs customers to contact Vivint’s Customer Loyalty department for information on account cancellation. Once Mr. [redacted]’s contacted Vivint’s Customer Loyalty department he was immediately informed of the cancellation clause in question. Additionally, as stated, this clause is clearly outlined on Mr. [redacted]’s System Purchase and Services 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February, 27 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 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 her Vivint system ceased to function in December of 2016 and that she was billed after requesting cancellation in January. Ms. [redacted] requests a refund of that payment.Of Ms. [redacted]’s $77.92 payment, $30.00 has already been refunded to her. Vivint’s cancellation policy requires thirty (30) days prior written notice, any service fee’s assessed during that 30 days are valid. However, the remaining $47.92 has been refunded. Ms. [redacted]’s Vivint service has already been cancelled therefore she 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

January 5, 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 26, 2015                                                              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. 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]

June 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Louise D[redacted] Vivint Account #: [redacted] Date of Agreement: September 12, 2009           To Whom It May Concern:I...

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

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,  if this includes them suspending any collection efforts for any balances that they think that we owe them, since they have taken ownership of the property.
Sincerely,
[redacted]

November 25, 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 12, 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 he has had equipment complications since the installation of his system that have not been resolved, and that Vivint has not compensated him sufficiently for the time that he has not used certain features of the Vivint system. Mr. [redacted] desires removal of Vivint’s equipment from his home, and cancellation of his Agreement without penalty. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve this matter.  Vivint is willing to cancel Mr. [redacted]’s Agreement without penalty at this time, if he will allow Vivint to retrieve its equipment from his home.  Mr. [redacted] may contact the representative who has reached out to him, to schedule an appointment for this removal.  Following removal of the equipment, the past due balance on the account will be waived and 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Tell us why here...July 22, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: May 12, 2012                                                         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 believes her agreement was at the end of its term in May 2016, however, she further explains that Vivint has tried to collect fees after her cancellation.    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 confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on May 12, 2012.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months. The end of this term would have been on July 20, 2016. Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Although Ms. [redacted]’s Agreement would have lapsed on July 20, 2016, Vivint agreed to cancel her account on June 22, 2016 out of goodwill. The balance on her billing account was $99.98 prior to this cancellation. Vivint is not obligated to waive this balance but has agreed to do so. Due to the fact that Ms. [redacted]’s account was never sent to collections, this will have no effect on her credit reports. 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: ###-###-####, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted]

August 17, 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 8, 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 she no longer wants the system and attempted to cancel her account. Ms. [redacted] requests cancellation of her account and a full refund.   Vivint has agreed to cancel Ms. [redacted]’s account and has submitted a refund of $240.98 that will go back into the account within 7-10 business days.   Vivint requires all customers who desire cancellation within their right of rescission period to send in a notice of cancellation via fax, email or mail. Vivint’s records indicate that Ms. [redacted] was made aware of this policy on July 9, 2016, however, Vivint did not receive her notice of cancellation until August 17, 2016.   Despite the information above, 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: ###-###-####, 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]

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,
Sam L[redacted]

October 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: May 19, 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 she did not sign a forty eight (48) month contract. Ms. [redacted] desires cancellation of the Agreement. Vivint’s records indicate that the account holder [redacted] did enter into an Agreement with Vivint in which the contract term was forty two (42) months. A copy of this Agreement can be sent to Ms. [redacted] at her request.  Never the less, in an effort to assist Ms. [redacted] Vivint will cancel the Agreement without penalty, Mr. and Ms. [redacted] 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

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

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. Megan from the Vivint legal department was very helpful, and I appreciate her willingness to resolve the issue. 
Sincerely,
[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

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: May 4, 2013             Date of Addendum: January 11, 2017                                         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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement.   At this time, Vivint is willing to immediately cancel Mr. [redacted]’s agreement without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on January 11, 2017.  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 thirty-six (36) 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 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

October 3, 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...

25, 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] states that she recently downgraded her system after multiple issues with the cameras at her home, and was promised a reduced monthly services fee as well as a $10 discount for the next 12 months.  Ms. [redacted] states that Vivint has not yet reduced her monthly fee.  She desires the promised adjustment to her monthly rate, and credit for the overpayment she has made for the past 2 months.  At this time, Ms. [redacted]’s monthly services fee has been adjusted to $59.99, plus any applicable taxes, for the remaining term of her Agreement.  The $10 discount for 12 months was applied, beginning July 2016.  Vivint previously credited Ms. [redacted]’s account for the first 2 months she overpaid.  I have applied a credit in the amount of $92.60 to reimburse the overpayment for the last 2 months.  This credit will cover October’s monthly service fee, and part of November’s.Vivint’s records confirm that Ms. [redacted] agreed to a downgrade of her service in July 2016, so her monthly services fee would be $59.99, plus any applicable taxes, for the remainder of her Agreement term.  Vivint also agreed at that time to give her a $10 credit each month for the next 12 months.  The $10 credit was applied beginning in July 2016; however, the monthly services fee was not updated properly until after September’s payment.  At this time, Ms. [redacted]’s account has been updated to reflect the downgraded and discounted rate, and she has been credited for the overpayment.  I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer