Vivint Smart Home Security

July 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Travis C[redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 2012 Date of Addendum:  June 9, 2015        ...

  To Whom It May Concern:I have reviewed the information provided by Mr. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. C[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. C[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]

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]

April 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 2011           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Ms. [redacted]’s agreement with Vivint 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]Chief Compliance Officer

August 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2017           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. A technician has visited Ms. [redacted]’s home and resolved her technical issues. Additionally, Vivint has applied a credit of $50.00 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 20, 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: August 23, 2014                                                                To Whom It May Concern:   I have reviewed the additioinal 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 representative and Mr. [redacted] have agreed upon a 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

July 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: January 7, 2013           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]’s satisfaction. Mr. [redacted]’s account has been cancelled as of July 16, 2016 and 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

August 24, 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 25, 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 the equipment and the service. Mr. [redacted] requests that his account be canceled.A representative from Vivint has recently attempted to contact Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of August 24, 2016. Mr. [redacted] no longer has any obligation to Vivint.  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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 19, 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 9,...

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 has had equipment complications with her system that have not been resolved, and that she requested a downgrade of her services but experienced rude customer service representatives.  Ms. [redacted] desires cancellation of the Agreement and removal of Vivint’s equipment from her home.  Vivint’s records indicate that Ms. [redacted] requested to downgrade her service on April 11, 2016 due to problems with the automation equipment.  I apologize for any negative customer service experienced at that time.  A Field Service Professional was dispatched to Ms. [redacted]’s home shortly after her request, and the security equipment was inspected.   In an effort to resolve this matter and assist Ms. [redacted], Vivint will reduce her monthly monitoring fee by 40% for the remainder of the Agreement term.  Alternately, if Ms. [redacted] wishes to cancel her Agreement prematurely, this will reduce the payoff amount by 40%.  Ms. [redacted]’s monthly fee will now be $[redacted] (plus any applicable taxes), and the current total payoff has been reduced to $[redacted].  Ms. [redacted] signed a Purchase and Services Agreement upon installation of her 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 applicable taxes, during that term.  Cancellation without penalty is not warranted at this time.  Despite the terms of the signed Agreement, Vivint has reduced the monthly monitoring fee as Ms. [redacted] has reported problems with the automation 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: ###-###-####, 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

September 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 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] alleges that when she moved residences Vivint was unable to facilitate her move and her system has remained uninstalled. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that we were notified of Ms. [redacted]’s move on September 3, 2015. Ms. [redacted] still has forty four (44) months left on her contract. Never the less in an effort to assist Ms. [redacted] Vivint will send a Field Service Manager to install her system and ensure that her home will be protected and secure as well as provide Ms. [redacted] three (3) months of free service. Alternatively if Ms. [redacted] desires, Vivint will agree to cancel her account without penalty as long as she agrees to send back the Vivint equipment that she took with her to her new residence. The equipment can be sent to the address below.  I would advise Ms. [redacted] to call into Vivint and have an empty box shipped to her new residence to facilitate the equipment return.    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.  Without your help, Vivint would not have agreed to do this.  Thank you.
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because I want assurance that my credit card will no longer be charged for their service. There are 2 separate charges for their security service. 1 is for Vivint Security in the amount of $49.99 and the other amount is to Citizens Bank for $34.10 which is for the failing equipment they installed around my house. I want to make sure both of these charges will stop and Citizens Bank will be informed to cancel my account and this will not be o n my credit report and failing to pay.
Sincerely,
[redacted]

March 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: January 4, 2011           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 this matter has been resolved to Mr. [redacted]’s satisfaction. His Vivint system has been cancelled effective immediately. Mr. [redacted] has no financial obligation with 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

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

December 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: November...

22, 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] alleges to having equipment complications with her security system that have not been resolved, and that Vivint will not allow cancellation of her Agreement.  Ms. [redacted] desires a refund of the most recent payment made to Vivint, and cancellation of her Agreement without penalty. Vivint’s records confirm that Ms. [redacted] has notified Vivint of her equipment concerns, and Vivint Field Service Professionals have been dispatched to Ms. [redacted]’s home on multiple occasions.  Vivint recently paid a third party contractor to inspect Ms. [redacted]’s HVAC system, and it was determined that the thermostat issue was caused by a problem with the HVAC system and not Vivint’s thermostat.A representative from Vivint has recently contacted Ms. [redacted] via email, in an effort to resolve these concerns.  Due to multiple equipment complications and per Ms. [redacted]’s request, Vivint has cancelled her Agreement without penalty.  Ms. [redacted] has no further obligation to Vivint.  Vivint is willing to refund the most recent payment in the amount of $[redacted], if Ms. [redacted] will allow Vivint to retrieve its equipment from her home.  Ms. [redacted] may contact the representative who has emailed her if she would like 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:The person that tried to contact me called my husbands phone. I contacted the woman via voice mail and gave her my contact info asking her to please return my call. She never did. I have called this company regarding this issue multiple times (5/20, 5/23, 6/4, 6/10, 6/13, 6/29, 712, 7/15, and 7/19) everytime I call I request someone to come fix/replace my smoke detector. Every time I am given an excuse and, I am not even given a date as to when someone will be out. I am told they only send techs to my area 1-2 times a month, but it has been 3 months. I am told they have to find an available tech that is certified in smoke detectors; that sometimes they have to get someone out of state. I am in California, a large state. I suggested they hire third party and live up to their "wonderful customer service" andgst someone out here.  They claim they are doing that, but I do not believe them do to the time everything is taking. Again, the ONLY time someone has returned my call about this was when I filled out a negative surgery after one of the multiple phone calls I made to them...Again, has been THREE MONTHS.
Sincerely,
[redacted]

May 18, 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 29, 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.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]

January 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 30, 2012  To Whom It May Concern:I have reviewed the information provided by...

Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she sent Vivint her notice of cancellation within thirty (30) days prior to her account being cancelled but her account remained active and she was charged $49.99 when she should not have been. Ms. [redacted] desires cancellation of her account and a refund for $49.99.Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on June 30, 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 no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. [redacted] on November 29, 2015, and her account was invoiced for the last month of service on December 25, 2015.  Since Ms. [redacted]’s billing cycle fell within her thirty (30) day notice of cancellation she was charged for the month of December. Nevertheless in an effort to assist Ms. [redacted], Vivint has sent her a refund for $49.99. Ms. [redacted] will receive her refund in seven (7) to ten (10) business days. Ms. [redacted]’s account has been closed 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]