Vivint Smart Home Security

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: May 13, 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 a Vivint technician failed to arrive for an appointment to install a security system in his new home. Mr. [redacted] desires a refund of $3,000.00Vivint’s records indicate that an appointment was scheduled to install a system in Mr. [redacted]’s new home on January 22, 2018. Due to unforeseen circumstances Vivint’s technician was unable to complete this appointment. A text message was sent to a phone number which Mr. [redacted] indicated was a mobile number at the time of installation on January 19, 2018 stating that the appointment needed to be rescheduled and presented an alternate appointment date. Vivint remains willing and able to reschedule to install security equipment in Mr. [redacted]’s new home following his move.Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time, and no refund is warranted.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1671.78; however, in an effort to assist Mr. Prez, Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $835.89.  Alternately, if Mr. [redacted] wishes to have the system installed in his new home and continue service Vivint is willing to reduce his monthly rate by $10.00 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him 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

January 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 12, 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. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. 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

February 22, 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 20, 2015           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 he has had issues with his doorbell cameras working properly. As such, Mr. [redacted] requests that his account be cancelled. A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on May 20, 2015. Mr. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint $69.99 each month of that term. Vivint’s records also show that a Vivint representative offered to downgrade Mr. [redacted]’s system or to swap the doorbell camera out for another home automation device but Mr. [redacted] refused both offers. Due to these facts cancelation of Mr. [redacted]’s account early without paying the contractual buyout fees is not warranted.Despite the information above Vivint agrees to discount Mr. [redacted]’s agreement buyout fees by fifty (50) percent. Or if Mr. [redacted] would like to downgrade his system or swap the doorbell camera out for another piece of equipment that is still available to him. If Mr. [redacted] would like to move forward with one of these resolutions then he may contact the Vivint representative who reached out to 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

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 12, 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]’ satisfaction. If she has any further questions or concerns, she may contact Vivint’s 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: August 12, 2010         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 system has not worked correctly. Ms. [redacted] desires her system to be operational or cancellation of the Agreement without penalty. Vivint’s records indicate that a technician has visited Ms. [redacted] on October 30, 2015. Vivint believes the system issues to be resolved. Never the less if Ms. [redacted] desires, Vivint will cancel her Agreement without penalty as long as Vivint can remove the Vivint equipment from her home. I would advise Ms. [redacted] to call into Vivint to schedule a time for a technician to remove the equipment if she desires.            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 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 2017           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states his sales representative agreed to extend his Right of Rescission period by ten (10) days, but that Vivint will not allow him to cancel his agreement.  Mr. [redacted] desires a refund of all monies paid to Vivint and cancellation of his agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.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 July 3, 2017. 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 $49.99 each month during that term.  Further, Mr. Tejeda 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]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Vivint’s records further indicate that Mr. [redacted] signed a System Purchase and Services Agreement on July 3, 2017. Section 4.5 of the Agreement states:YOU MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION. SEE THE NOTICE OF CANCELLATION FORM DELIVERED AT THE TIME OF THE TRANSACTION OR INSTALLATION FOR AN EXPLANATION OF THIS RIGHT.Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. [redacted] contacted Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Vivint’s records indicate that Mr. [redacted] requested cancelation of his agreement on July 21, 2017 out of his three (3) day Right of Rescission period.After further review, Vivint agrees to cancel Mr. [redacted]’s agreement with Vivint. Following retrieval of the equipment from Mr. [redacted]’s home, Vivint will refund his payments, in the amount of $53.61 and his account will be canceled.  I advise Mr. [redacted] to contact Vivint’s Customer Loyalty department at 1-800-216-5232 to schedule this 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

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.  Without your help, Vivint would not have agreed to do this.  Thank you.
Sincerely,
[redacted]

February 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 28, 2010           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that there was a fire at her house and the equipment was never reinstalled but that she was charged for four (4) months without service. Ms. [redacted] requests a refund of the months she paid with no service.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact the Vivint representative who reached out to her 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 22, 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 11, 2010            Date of Addendum: March 1, 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 Vivint has failed to install her system in her new address. She claims that three appointments have been missed and that she is currently paying for a service she is not receiving. Ms. [redacted] requests immediately cancellation without penalty.At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and immediately cancel her account.Vivint apologizes for any inconvenience caused by missed appointments. Vivint’s records show that the first appointment was completed as a ‘Customer No-Show’, the second was rescheduled due to technician licensing issues, and the third was cancelled days prior as ‘Customer Cancel’. Re-installation, instead of cancellation, is warranted in this situation. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: May 25, 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 he agreed to pay $60 a month for Vivint’s services but Vivint has been charging him $91 a month. Further, Mr. [redacted] states that he has experienced equipment issues that caused him to request cancellation but Vivint would not complete his request. Vivint agrees to send a technician to Mr. [redacted]’s home free of charge to resolve any equipment issues he may be experiencing and has credited his account for a month of service for any equipment downtime. Vivint’s records indicate that Mr. [redacted] entered into his System Purchase and Services Agreement (“Agreement”) on May 25, 2016. Before any customer enters into an Agreement with Vivint and prior to the installation of any equipment, the customer must complete a telephonic Pre-Installation survey with Vivint’s Account Creation department. If a customer does not pass the Pre-Installation 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. During the Pre-Installation survey, Mr. [redacted] represented that he understood and agreed that his Agreement has an initial term of forty-two (42) months and that he would pay a monthly service fee of $85.99 plus any applicable taxes each month during that term. He further represented that these terms and conditions were clearly provided on the front of the Agreement and that Vivint’s representative did not make any promises or commitments to him that were not provided on the Agreement. Vivint relied on Mr. [redacted]’s representations during this survey and, based upon his representations, entered into an Agreement with him and installed an alarm system in his home. Vivint does not have record of Mr. [redacted] calling in during his three day right of rescission period to cancel his Agreement. Vivint has also not received any communication regarding any equipment issues. Vivint must be granted the opportunity to resolve any equipment issues, Vivint has not had the opportunity to do so. As such, cancellation without penalty is not warranted. 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

July 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Maxine [redacted] Vivint Account #: [redacted] Date of Agreement: April 17, 2013           To Whom It May...

Concern:I have reviewed the information provided by Ms. R[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. R[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 21, 2016Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of...

Agreement: July 25, 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 requested cancellation and transfer of her account at the end of her initial term, but that Vivint continued to bill her and the new account holder for service in July, August, and September 2016. Ms. [redacted] explains that she asked for a refund of these payments but was advised that Vivint would not refund since a notice of cancellation was not received until September.  She desires a refund of the monies she paid to Vivint in July, August, and September. At this time, Vivint agrees to send Ms. [redacted] a check in the amount of $192.12, to refund payments made for service in July, August, and September 2016.Vivint’s records show that Ms. [redacted] signed an Agreement with Vivint on July 25, 2012, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing at least 30 days prior to the next renewal term (System Monitoring and Services Agreement, Section 2.4).  A written notice of cancellation was not provided by Ms. [redacted] until September 21, 2016, and her account was automatically invoiced for service, pursuant to the Agreement, until thirty days following the notice.  Despite this information, Vivint agrees to the above resolution. Ms. [redacted]’s account has been cancelled, and she has no further obligation to Vivint.  She may expect her refund check in the mail in 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 21, 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 18, 2016           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 his home was damaged while a Vivint contracted electrician was working in his home. As such, Mr. [redacted] requests that all repairs be covered by Vivint.Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction.  A home damage claim has been submitted on behalf of Mr. [redacted] to Vivint’s Claim Resolutions Department. A Claim Resolution Specialist will contact Mr. [redacted] to investigate the option of Vivint covering the cost of the repairs. Mr. [redacted] may contact the Vivint Claim Resolutions 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

October 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, 2013           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 has previously been closed. The contract has been cancelled and Mr. [redacted] is under no further obligation to Vivint. If Mr. [redacted] has any further questions or concerns, he may contact Vivint’s representatives directly. Otherwise, Vivint’s records show that this matter has been resolved to Mr. [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

October 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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 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. Ms. [redacted]’s agreement with Vivint has been cancelled without penalty. 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

July 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Bradley K[redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2014           To Whom It May Concern:I have...

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

November 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 7, 2015           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 her concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account will be cancelled once the equipment which was installed in his home has been returned.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]

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. Vivint must change their customer service practices, train their staff in appropriate resolutions to customer issues and provide timely, professional assistance for mistakes and irregularities in their customer accounts. This has been a stressful, totally unnecessary use of time and resources to reach this resolution. Something is very wrong with the internal workings of this company. I will not recommend Vivint to anyone who will listen. Before this fiasco, I was satisfied, even excited about the system installed in my home. Word to the wise, research businesses before signing on the dotted line.
Sincerely,
[redacted]

January 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2010           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] alleges that no one had reached out to him. He notified us via e-mail that he responded to this complaint before viewing his e-mail notifying him of the refund. 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]’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]

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.
I received notification today from legal department that my account with company has been closed and initial fees I paid will be deposited to my checking account and equipment the company installed in my home will be picked up on Monday July 25, 2016 between the hours of 8 am and 11 am.
Sincerely,
[redacted]