Vivint Smart Home Security

February 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 2011                   ...

     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 to having camera complications with his security system that have not been resolved. He desires for Vivint Inc (“Vivint”) to refund all monies paid for camera services since installation. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on March 21, 2015. Vivint offered a technician visit with any fee(s) waived for this service. Mr. [redacted] did not accept the offer of a technician visit. Vivint was not notified of any further equipment issues until recently. Repair, not a refund, is the proper solution. A refund of any monies would not be warranted.  In order to assist Mr. [redacted], Vivint remains willing to repair any equipment that is not functioning at no cost to Mr. [redacted]. Vivint also keeps representatives available 24/7 in the Customer Care department who are available to troubleshoot equipment. They may be reached 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]

May 18, 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 22, 2011           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled effective immediately and he has no further contractual obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

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 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

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

March 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 19, 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] states that she was charged for her monthly service fee when her account should have been cancelled. Ms. [redacted] desires a refund for $73.30.Vivint’s records indicate that Ms. [redacted] has received her refund of $73.30. Ms. [redacted] account has been cancelled and 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:  I am not satisfied with the response from the company.  I was a victim of bait and switch, it was not stated clearly at any time that it was a 5 year contract.  I want this contract cancelled.  I also plan to take copies of the signatures to the police department to file a claim as well.  I asked what kind of qualifications Landon Norris had to compare signatures and whether he is board certified to so.  That question was not answered.  I will also accept the offer for legally binding arbitration from the Revdex.com to resolve this matter, if necessary. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  The Client is looking to cancel services completely. They have been billing for the past few months even though there has been no service. Client has contacted Vivant numerous times to complain about the wires being cut to the monitoring devices. They currently have client in collections for over $3500  dollars but yet they are still billing her even though her security system has not been on or been monitored due to the cut wires. Vivant was well aware as there is a police report stating the wires were cut. Every website review of this business shows that they prey on the elderly and its the same deal in the place. She needs her account to be cancelled and not be billed for the services that were never provided. This business needs to be shutdown due to predatory practices on the elderly and mishandling of simple.

October 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: June 3, 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 was offered to close her account without any further payments due. Ms. [redacted] desires the cancellation of the account without penalty and the balance to be brought to zero.  Vivint’s records indicate that on September 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement, representing that she agreed to an initial term of forty-two (42) months of service, and a monthly fee of $[redacted] during this term. The Agreement states that Ms. [redacted] will provide written notice to Vivint 30 days prior to Ms. [redacted] desired cancellation date (Section 2.4). Vivint has no record of an offer to waive Ms. [redacted]’s final payment.Vivint received Ms. [redacted] Notice of Cancellation on August 17, 2015. Vivint’s records show that Ms. [redacted]’s agreement with Vivint was cancelled on September 22, 2015. As per the Agreement, Ms. [redacted] was invoice for her final bill on September 1, 2015. Although the charges are valid, Vivint would like to assist Ms. [redacted]. Vivint has agreed to waive Ms. [redacted]’s final payment, bring her account balance to zero. 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]

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

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]

January 15, 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: August 8, 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 he was informed by his sales representative that he could cancel his account in the event that he moved. Mr. [redacted] requests that Vivint cancel his account.   At this time, Vivint is willing to cancel Mr. [redacted]’ account without penalty.      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 August 8, 2015.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $69.99 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]’ 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

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]

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:
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]

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

January 30, 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 3, 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 he explains that he has had issues with the equipment. As such, Ms. [redacted] requests that his system be fixed or that his account be cancelled.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’ satisfaction. An appointment has been set for a Vivint technician to come out to Ms. [redacted]’ home on February 3, 2017, to resolve the issues Ms. [redacted] has experienced. Ms. [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

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]

December 22, 2015 Revdex.com of Utah 3703 W 6200 S Salt Lake City, UT 84129 RE:     Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]             Date of Agreement: April 24, 2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has been experiencing complications with her equipment. Ms. [redacted] requests that her account be cancelled. 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 April 17, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Cancellation without penalty is not warranted. However, Vivint understands the equipment problems that Ms. [redacted] has experienced and has agreed to cancel the 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]