Vivint Smart Home Security

July 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Robert S[redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the...

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

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]

July 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: May 4, 2011           To Whom It...

May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that there were issues with the amount of sensors installed in his home when he moved. As such, Mr. [redacted] requests that the extra sensors be installed or that his account be cancelled.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he 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

May 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 2010           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. Vivint has canceled Ms. [redacted] requested. Ms [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
[redacted] <[redacted]>Nov 18 (2 days ago)to me This issue has not been resolved but am working with Vivint to resolve it. I will let you know when it has been completed. Thank you,[redacted] Sent from my iPhone
Sincerely,
[redacted]

July 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Brian S[redacted]  Vivint Account #: [redacted] Date of Agreement: July 4, 2015           To Whom It May Concern:I have...

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

March 2, 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 8, 2014                                     To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she received a system from Vivint that has not worked from the beginning. Ms. [redacted] also states that she is moving and does not want to keep the system. She desires cancellation of her agreement without penalty. A representative from Vivint has recently been in contact with Ms. [redacted] in an effort to resolve these concerns.  Vivint’s records indicate that Ms. [redacted] and the representative have agreed upon a resolution. Vivint has agreed to cancel Ms. [redacted]’s account due to her situation.    However, changing residence is not grounds for cancelling the Agreement. Ms. [redacted]’s Agreement began on May 8, 2014, and would continue for an initial term of 60 months. She agreed to pay $[redacted], each month throughout that term. Since Ms. [redacted] has moved from the location where the system was initially installed, Vivint makes various options available to ensure that she can fulfill her obligation under the terms of her Agreement. (1) Vivint could remove the system from Ms. [redacted]’s home and install it at her new residence. (2) Vivint can install a new system at Ms. [redacted]’s new residence for a nominal fee. (3) Ms. [redacted] may pay off the remaining balance of her Agreement. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. She may contact Vivint’s representative if she has any further questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

March 13, 2018       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: January 12, 2018                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that the check has been delivered. Vivint apologizes for any inconvenience or undue delay this may have caused.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

September 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 11, 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 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Tony M[redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 2015                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. M[redacted] and appreciate the opportunity to respond. In his complaint, Mr. M[redacted] alleges to having complications with the installation of his security system that have not been resolved.  Mr. M[redacted] desires credit for the time he has not had service, repair of all his installed equipment, an additional primary panel for his bedroom, and installation of his outdoor camera. Vivint’s records show that a Vivint Field Service Professional was dispatched to Mr. M[redacted]’s home on June 18, 2015, to install the outdoor camera and address any issues with the other installed equipment. Although Vivint is not able to install a second primary panel, Mr. M[redacted] has been offered the secondary panel that is available and compatible with his system.  Vivint has applied two (2) months credit to Mr. M[redacted]’s billing account, and has agreed to extend his Right of Rescission period to three (3) business days following the complete installation of his system.  A representative from Vivint has attempted to contact Mr. or Ms. M[redacted] to ensure that they are satisfied with their system at this time.In addition, a representative from Vivint’s Home Damage department has recently addressed the landline issue with Ms. M[redacted].  If she has any further concerns or questions regarding this, she may contact the Home Damage department by calling [redacted], or by emailing [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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

July 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, 2011           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 a refund check has been issued for $513.15 and should arrive at Ms. [redacted]’s home within 7-10 business days. Ms. [redacted] stated that she wished for her Vivint services to remain active. 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

January 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: March 29, 2013...

          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she had equipment complications throughout the term of her Agreement, and that she requested an upgrade and repair at the end of her term. Ms. [redacted] further states that a sales representative set up a new account for her instead of upgrading her existing account, and that she has not been able to get the service she was promised or a refund of her payment on the new account.  Ms. [redacted] desires an apology from Vivint, a refund of all monies paid to Vivint for service since March 2013, and a refund of the payment made on her new account. Vivint’s records show that Ms. [redacted]’s accounts and service have been cancelled.  Vivint sent $64.65 back to Ms. [redacted]’s credit card on file on January 10, 2017, to refund the payment made on the new account which was set up in error.  Vivint’s records show that Ms. [redacted]’s system was being monitored by Vivint’s central station during her Agreement term, and monthly communication tests were successful.  Pursuant to the Agreement, Ms. [redacted] notified Vivint of problems with her system as they occurred, and Vivint responded with troubleshooting and service visits as needed.  A refund of all monies paid to Vivint during the service term is not warranted.Vivint would like to apologize for any inconvenience or hardship caused during the process of upgrading Ms. [redacted]’s service, and for any undue delay in the cancellation and refund process.  Ms. [redacted] has no further obligation to Vivint, and she has been refunded for the additional monthly fee she paid in December.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:Rebuttal Letter attach.
Sincerely,
[redacted]

September 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2012           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that her Vivint equipment has not been operating properly even after technician visits to her home. Ms. [redacted] desires cancellation of her Agreement without penalty. Vivint’s records show that Ms. [redacted] has had a Vivint technician come to repair her system and the issues persisted. It is determined that the current equipment in Ms. [redacted]s home will not operate efficiently. If Ms. [redacted] desires Vivint will replace all the equipment in Ms. [redacted]’s home to ensure that her alarm system will operate efficiently or Vivint will agree to cancel Ms. [redacted]’s Agreement without penalty provided Vivint can remove the security system equipment from Ms. [redacted]’s home. If Ms. [redacted] desires to take advantage of these offers she may call into Vivint to schedule a time for technician to come out to her 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: ###-###-####, attention Department 160 – Legal. Sincerely,  Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Theresa S[redacted] Vivint Account #: [redacted] Date of Agreement:  August 18, 2010 To Whom It May Concern:I have reviewed the information provided by...

Mrs. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. S[redacted] in an effort to resolve these concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to both Mr. and Mrs. S[redacted]’ 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]

Complaint: [redacted]
I am rejecting this response because  I am rejecting until I see what the resolution they come up with will be  
Sincerely,
[redacted]

May 1, 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: July 18, 2013          To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she had scheduled an appointment to move her system to her new home, but the appointment was rescheduled. Ms. [redacted] is now requesting cancellation without penalty. Vivint’s records indicate that Ms. [redacted] notified Vivint of her move on March 28, 2015. Currently an appointment is scheduled to move the system on May 12, 2015. On April 23, 2015, a Vivint representative applied a credit of $[redacted] for system downtime. Furthermore, Ms. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which she 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 $[redacted] each month, plus any applicable taxes, during that term.  Cancellation without penalty is not warranted at this time. Despite the information above, Vivint has agreed to offer Ms. [redacted] a month of credit, which has been applied to her account. 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]. [redacted]

June 23, 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: March 20, 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 moved and has attempted to cancel her account on March 24, 2015; however Vivint has failed to cancel her account.  Ms. [redacted] further states that Vivint has the incorrect number on her Vivint account.   Vivint’s records indicate that on March 20, 2015 Ms. [redacted] signed a Schedule of Equipment and Services agreement. On this agreement Ms. [redacted] wrote her phone number as [redacted] She indicated that [redacted]’s phone number was [redacted]. She further indicated that [redacted]’s phone number was [redacted].   Vivint was not notified of Ms. [redacted]’s desire to cancel until June 5, 2017. A written notice of cancellation was not provided by Ms. [redacted] until June 5, 20417.   Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2,729.61; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 40%, bringing the total payoff amount to $1637.76.  Alternately, Ms. [redacted] has been offered a free move of her Vivint equipment to her new home.  If  Ms. [redacted] wishes to take advantage of either of these offers, I would advise her 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

February 22, 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: 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 contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a resolution. An appointment has been scheduled to remove the equipment. After this appointment, her account will be cancelled and she will have no 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

February 1, 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 20, 2016          To Whom It May Concern:I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In his response, Mr. [redacted] states that he will try and get the phone recording for Vivint’s review. Once Mr. [redacted] has the recording he can provide it to the Vivint representative who reached out to him. If Mr. [redacted] has any questions or concerns he may contact the Vivint representative to contacted him.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