Vivint Smart Home Security

August 8, 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 28, 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 unhappy with the system that was installed. Ms. [redacted] desires her account to be canceled and her $165 refunded back to her.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] satisfaction. Ms. [redacted]’s account has been canceled and a refund has been issued for the full $165.00. 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

January 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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 Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] states that Vivint promised to send him a check to cancel his previous alarm contract but he never received the check and is being charged by two security companies. Mr. [redacted] desires Vivint to pay off his previous alarm company. Vivint agrees to credit a month of service to Mr. [redacted]’s account as a gesture of goodwill. Vivint’s records indicate that Mr. [redacted] called into Vivint on June 22, 2016 to cancel his System Purchase and Services Agreement (“Agreement”). Mr. [redacted] stated that he was not aware of his other provider’s auto renewal provision when he entered into the Agreement with Vivint and he did not want to be paying for two security systems. Vivint offered to credit Mr. [redacted]’s account with $372.00 to cover the cost of cancelling his previous providers alarm contract. Mr. [redacted] was responsible for paying off his previous alarm contract after receiving this credit. Mr. [redacted] accepted this resolution on June 22, 2016 and the credit was placed to his account. Vivint has not received a payment towards Mr. [redacted]’s account since June 20, 2016. As such, further manipulation of his billing account is not warranted however, Vivint would like to assist Mr. [redacted] with 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 12, 2014           To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that she experienced an issue with her thermostat which Vivint was unable to resolve in a timely matter.  Ms. [redacted] desires the cancellation of her account without penalty. Vivint maintains its stance in regards to Ms. [redacted]’s account. Ms. [redacted] agreed to an initial term of forty-two (42) months. Vivint records indicate Ms. [redacted] first contacted Vivint about a thermostat concern on December 8, 2015. After attempting to resolve the issue over the phone, the Vivint representative attempted determined the thermostat needed to be replaced. An appointment was scheduled for December 19, 2015, but was submitted to Vivint’s scheduling department to attempt to find a sooner appointment. Unfortunately, no sooner appointment was able to be found. Vivint records indicate a Vivint field service professional was dispatched to Ms. [redacted]’s home on December 19, 2015 Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $1,749.75, however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to credit her account two months of service for free. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department 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]

November 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: May 28, 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 has been resolved to Mr. [redacted] 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

January 20, 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, 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 matter has been resolved to Ms. [redacted]’s satisfaction. An appointment has been scheduled for the removal of the equipment after which her account will be cancelled without penalty. Additionally, a refund has been issued and will arrive in the form of a check within 7-10 business days.   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 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 2, 2015           To Whom It May Concern:  I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In his response Mr. [redacted] explains that does not feel that $110.00 refund is adequate because he paid $59.99 a month.Vivint still agrees to cancel Mr. [redacted]’s Agreement without penalty upon Vivint’s recovery of the alarm system from his home. Vivint has also sent a check in the amount of $110 as a goodwill effort towards any camera downtime Mr. [redacted] may have experienced. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on December 2, 2015. Vivint has been providing monitoring service since the alarm system was originally installed. Mr. [redacted] pays a total of $10 a month solely for the camera operations the remainder of the monthly payment is for the rest of the system, that Mr. [redacted] did not experience any issues. As such, a refund for an entire month’s payment over the course of eleven months is not warranted. Nevertheless, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 7, 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 Ms. [redacted] has any additional concerns or questions, she may contact the representative 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]

June 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 Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that she cancelled her mother’s System Purchase and Services Agreement (“Agreement”) and Vivint’s sales representative continued to solicit to her. Ms. [redacted] desires no further solicitation attempts. Vivint values and appreciates Ms. [redacted] feedback about her experience with Vivint. Vivint has added her mother’s address to a “Do Not Visit” list. Ms. [redacted] should not receive any further solicitation attempts. 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 20 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2016                         To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states to having equipment complications with his security system that have not been resolved. Mr. [redacted] further states that he has experienced poor customer services from Vivint representatives.  He desires cancellation of his agreement without penalty.Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. I would advise Mr. [redacted] to call the Vivint representative he has been directly working with to schedule an appointment for the removal of Vivint’s equipment.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: we were contacted on 9/26/17 stating that the account was closed, we had a zero balance, and that we would no longer be getting contacted from Vivint.  Almost everyday since then we've gotten a call, email, or text stating we needed to contact Vivint about our account.  Tonight, we called and were told that we have a balance of $60 and other person said $180. One of the people we spoke to then transferred us to a different dept. who had nothing to do with billing and when we spoke to the lady there, she ended up hanging up on us.  We would like to receive something in writing from Vivint stating the things they told us on 9/26/17-the account was closed, balance is zero, and no further notifications.  And we would like this issue resolved as we were told it was on 9/26/17.
Sincerely,
[redacted]

January 6, 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 31, 2013                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains his frustration with Vivint’s cancellation policy. Mr. [redacted] requests a refund of $61.61.   Vivint has issued a refund of $61.61 in the form of a check which will be sent to Mr. [redacted]’s new address. He will receive this within 7-10 business days.   It should be noted that Mr. [redacted] submitted his notice of cancellation on November 28, 2016; as such, his account was to be cancelled 30 days after that date. Mr. [redacted]’s December payment was invoiced on December 25, 2016 prior to the end of the 30-day period.   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 6, 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 8, 2017                                                               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 has experienced technical problems with her system which Vivint has attempted to fix. Ms. [redacted] requests that the equipment be removed and that Vivint cancel her account.   A representative from Vivint has recently attempted to contact Ms. [redacted] via phone and email in an effort to resolve her concerns. Although Ms. [redacted] is still within her Agreement term, Vivint is willing to cancel her account upon receipt of the equipment. Ms. [redacted] must contact the representative who has attempted to reach her 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

October 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: September 22, 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 has experienced technical issues with her system which Vivint has been unable to correct. Ms. [redacted] desires cancellation of her Vivint agreement without penalty.  Vivint’s records indicate that Ms. [redacted] has primarily experienced technical issues with her thermostat. A technician has visited Ms. [redacted]’s home and did not leave the thermostat in working order. In these circumstances repair, rather than cancellation is the preferred resolution. Vivint is willing to schedule a technician and replace Ms. [redacted]’s thermostat at no charge. Should Ms. [redacted] wish to accept Vivint’s offer of a free service visit, she may contact the Vivint representative who has attempted to reach her by phone at (801) 222-5875. 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 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: June 26, 2014           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint has attached the recorded Pre-Installation survey to this response for Mr. [redacted]’s review. Vivint does have outdoor cameras available. These cameras are not included in the basic security packages provided by Vivint, but may be added to a package at an additional cost. Vivint’s indoor cameras are not designed for use outdoors, but could be pointed out a window. Should Mr. [redacted] desire to add outdoor cameras to his security system he may contact Vivint’s Customer Loyalty department 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

April 4, 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: March 23, 2018                                                               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 his negative experience with the system and service. Mr. [redacted] requests that Vivint either cancel his account or fix the issues.   A representative from Vivint has recently attempted to contact Mr. [redacted] via phone and email in an effort to resolve his concerns. In an effort to resolve Mr. [redacted]’s concerns, Vivint has lowered Mr. [redacted]’s monthly payment and has offered to send a technician to his home at no cost. Vivint advises Mr. [redacted] to contact the representative who has attempted to contact him via phone and email so that an appointment may be scheduled.   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 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 19, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. and Ms. [redacted] in an effort to resolve their concerns. Vivint does not have any records of any promises made by the Vivint sales representative. In spite of not having any records of any promise made, Vivint will install an outdoor camera free of charge. Mr. and Ms. [redacted] may contact Vivint’s representative directly if he has any questions or concerns or if they would like to move forward with this 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

October 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 14, 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] states that he had his System Purchase and Services Agreement (“Agreement”) cancelled but Vivint continued to charge his bank account for five months. Mr. [redacted] desires a refund for five months of service and his financial information removed from Vivint’s internal systems. Vivint’s records indicate that Mr. [redacted] sent an email into Vivint’s Legal department on September 27, 2016. After review of Mr. [redacted]’s email, Vivint agreed to cancel his Agreement and sent a refund of $173.97 on September 29, 2016. Vivint did not charge Mr. [redacted] in October and Mr. [redacted]’s Agreement was not taken over until June 27, 2016. As such, Mr. [redacted] is eligible for only a three month refund. Mr. [redacted] verbally agreed to have his Agreement taken over by the new homeowners on June 6, 2016 but Vivint also requires a written notice of cancellation in order for a cancellation or takeover to be completed. Vivint did not receive such documentation until September 20, 2016. Nevertheless, Vivint agreed to the above resolution and has removed Mr. [redacted]’s banking information from Vivint’s internal systems. 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. FINALLY A RESPONSE!!! Thank you. I will be in contact if I hear from collections about Vivint again! 
Sincerely,
[redacted]

October 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Vivint’s records indicate that Ms. [redacted]’s Vivint account was cancelled on October 16, 2017. 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

November 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 13, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns. Following retrieval of the equipment from Ms. [redacted]’s home, Vivint will refund her all monies paid to Vivint. I advise Ms. [redacted] to contact Vivint at 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