Vivint Smart Home Security

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 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 22, 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 was unable to cancel her Agreement with Vivint when she moved, and that she has recently requested cancellation at the end of the initial term, but that Vivint continues to bill her for service. Ms. [redacted] desires cancellation of her Agreement immediately and all charges cleared from her account. At this time, Vivint will cancel Mr. [redacted]’s account and waive the past due balance of $93.21.  Vivint’s records show that Mr. [redacted] signed an Agreement with Vivint on May 22, 2013, in which he agreed that: “After the initial term, this Agreement will automatically continue month-to-month and either party may terminate this Agreement at any time upon at least thirty (30) days prior written notice to the other party.  If terminated, this Agreement ends on the last day of the thirty (30) day notice period.” (Vivint System Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on December 23, 2016, and the account has remained active and has been invoiced monthly services fees until the termination date of January 23, 2017.  When December’s payment was rejected by Ms. [redacted]’s bank, a past due balance accrued on the account. Despite this information, Vivint agrees to the above resolution.  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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 24, 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: August 16, 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 misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty in August 2015.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 August 16, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] 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 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 of Ms. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at [redacted].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]

July 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2009            Date of Addendum: February 27,...

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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint agrees to cancel Ms. [redacted]’s Agreement as requested with no penalty.Vivint’s records show that on August 28, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  As such, the initial term of the agreement lapsed on November 28, 2012 and continued month to month.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on February 27, 2015.  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 forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite this information Vivint agrees to the above resolution. Ms. [redacted]’s Agreement has been cancelled and she 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]

August 15, 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 19, 2010Date of Addendum: October 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] states that she attempted to cancel her contract with Vivint in 2015 but that Vivint claimed she was still within the contract’s term. She is requesting that Vivint remove the account from collections and cancel her Agreement. At this time, Vivint is willing to remove the account from collections and waive any remaining balance.Vivint’s records show that on July 19, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service in October of 2013.  During this call, Ms. [redacted] represented that she was satisfied with Vivint’s service and agreed to a contract extension in order to secure her monthly rate. 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 forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Furthermore, as stated in the Agreement, Vivint requires that a written Notice of Cancellation be sent in order to process the account for cancellation. No such notice was received. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  The account has been cancelled and removed from collections. She may contact Vivint’s representatives 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 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 was supposed to be billed an activation fee of $198.00 over a three month billing cycle but Vivint drafted her account for the full amount. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] has received a refund of $[redacted] to cover the charge of her activation fee. Although Vivint does not usually offer a 3 month billing period for the activation fee, Vivint is willing to cancel Ms. [redacted] Agreement without penalty provided Vivint can remove the security equipment from her home. Alternatively if Ms. [redacted] will agree to continue her contract term with Vivint, Vivint will agree to waive the activation fee $198.00. If Ms. [redacted] desires to take advantage of these offers I would advise her to call into Vivint to either schedule a technician to remove the equipment or inform us to waive the activation fee.   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:The response does not address the real issue. The two times they allege they contacted me they did not leave messages. Due to telemarketers I do not answer toll free numbers. They also did not include the fact that I have contacted them numerous times and 2 of their agents promised quick action which has not happened. It appears the only way I can get customer service is to request cancellation and file a complaint with the Revdex.com.The reason I request refund of payments and cancellation is because our system has never worked correctly and isn't working at all right now, that we can tell. So for nearly a year, they have not fulfilled their end of the contract and for several months refused my requests to send someone out.Also, Vivint alleges they tried to call me yesterday with no response. I did respond, today. They seem to expect immediate response, something they do not offer their customers. 
Sincerely,
[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.
It is very unfortunate that it had to come to this; but companies can not use contracts illegally to hold down a consumer...period!  Contracts should be filled out completely and list out all the fees applicable such as Labor and Service.  Companies should plan for fees being waved when its found to not be the customers fault.  I personally am very tech savy and could have fixed this; but the initial installation of the sensor was cemented to the door leaving it impossible to remove without damage.  When selling a home automation system; do not say it will work with all the devices in the market because it doesn't.  You have a list of what you work with and that is it.  The only reason the skycontrol panel was put in was because the linear garage opener did not work with what I had; but did with the competition.  Your phone agent put in the replacement request as a courtesy to being told wrongly; yet this one also had a set list of supported devices too and I was told it would actually work with more than the last.  Funny is how after this new panel went in the other garage sensor went on the frits; another device the new panel prob didn't work with; something else Vivnt didn't do its research on when changing equipment.   If I would have known this from day one I would have went to another company that was offering the same systems in 2013 instead of attacking your business today because I was backed up against a wall.  Listen to your customers and for a company that says they have the best service; you get a 0 rating from me considering it had to take a legal route within your company and the Revdex.com.I will begin the process of searching for a Canadian owned and operated business for my security needs based on the last response from your legal representative.  This concludes our business dealing. Thank you Revdex.com.
Sincerely,
[redacted]

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

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

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]

March 8, 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: May 26, 2012             Date of Addendum: September 16, 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] explains that she has attempted to cancel her account; however, he account is under an extension and she has been unable to cancel her account. Ms. [redacted] requests that Vivint cancel her account.   At this time, Vivint has agreed to cancel Ms. [redacted]’s account without penalty.   However, Vivint spoke with Ms. [redacted] regarding her alarm service on September 16, 2014.  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 sixty (60) 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 sixty 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, 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

April 5, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: 3030961              Date of Agreement: May 11, 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 states that someone else took over his account on January 1, 2016. He explains that Vivint continued to bill him and the new customer. Mr. [redacted] requests a full refund for all monies drafted from his account in 2016. Vivint’s records indicate that Mr. [redacted]’s bank refunded him a payment of $[redacted] on January 15, 2016. In addition, Vivint refunded him $[redacted] in the form of a check on March 31, 2016. Mr. [redacted] can expect this check to arrive within 7-10 business days from that date. Mr. [redacted]’s account balance is zero and he has no further obligation to Vivint. The new customer has been billed once a month since taking over the account and will not be double billed. 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

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

March 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 2013           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. It has been agreed that Vivint will credit $245.00 to Ms. [redacted]’s account. Vivint’s records currently indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 30, 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 16, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that Mr. [redacted]’s account was cancelled on June 27, 2016. Mr. [redacted]’s requested refund was submitted on June 28, 2016 and he may expect this refund to appear 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:
It is my understanding that a verbal agreement is just as
binding as a written agreement and I do believe Vivint’s record of questionable
practices speaks for itself. Additionally, I do not accept Vivint’s 25% off offer
for termination as that is not the terms I was told. Furthermore, I do not need
your legal advice as I will have my lawyer give that to me, if necessary. Please advise on
your final position so we can proceed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I never received any sort of communication from Vivint, it would be great if the could stop lying about this.  Second I had to call several times last week, was told the first two times that I still owed money.  The third time I was finally told that my account was closed and owed zero, and would have no further obligations.  I wanted proof of this because of how this company has continually handled things.  I received a email today from a Tyler H[redacted] but it only states that the account is closed, I have requested that there be proof of the account being CLOSED and that we OWE NOTHING to Vivint.  I do not want them trying to come after us for the balances they felt we owed even though we have never had a properly installed service from them!  So until I get a email from them stating the account is CLOSED and BALANCE OWED IS ZERO I will not accept this. 
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]