Vivint Smart Home Security

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]

June 29, 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: May 26, 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] explains that the sales representative has promised to waive the activation fee and pay off the final bill from her previous alarm company. She is requesting a refund for the activation and previous company’s bill.   Vivint’s records indicate that a representative from Vivint’s slam team is waiting for a copy of Ms. [redacted]’ final bill from her previous company. She has been informed that once this is received, she will receive what she is requesting. The proper email address that she may send this to has been provided to her.   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

September 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2012           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently 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. Her account has been cancelled as requested 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]

June 13, 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 20, 2016To Whom It May Concern: I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.In her rejection, Ms. [redacted] requests a copy of the recorded call that verified the terms of the contract and cancellation policy. She states that if she did accept those terms, she will continue to fulfill her end of the contract.Vivint has emailed Ms. [redacted] a copy of the recording as requested.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, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 2016           To Whom It May Concern:I have reviewed...

the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. An appointment has been scheduled to repair Ms. [redacted]’s system on April 13, 2017. 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]

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: July 23, 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 his concerns. Vivint’s records indicate that this matter will be resolved to Mr. [redacted]’s satisfaction following a scheduled appointment for November 19, 2015.  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]

October 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 2017           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A Vivint representative has attempted to contact Mr. [redacted]. However, do to scheduling conflicts has been unable to reach him. As previously stated Vivint is willing to cancel his account and remove the equipment as requested. Vivint requests that Mr. [redacted] contact Vivint’s Customer Loyalty department which is available from 7:00am – 7:00pm MDT (800) 216-5232 ext. 5020 to arrange for cancellation of the account and removal of the equipment from his home. Vivint does not possess any personal information for Mr. [redacted]. In regards to Mr. [redacted]’s neighbor, Vivint does not possess any contact information for Mr. G[redacted]. Mr. G[redacted] may contact Vivint directly if he has any additional 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]

February 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: November 15, 2013           To Whom It May Concern:  In his rebuttal Mr. [redacted] proposes an alternate resolution to his complaint.  Rather than paying off the remainder of his Agreement at a reduced rate all at once, he would like Vivint to reduce the term of his Agreement so he will continue to pay his monthly services fee and be able to cancel his Agreement in eleven (11) months.Vivint agrees to Mr. [redacted]’s proposed resolution in this matter.  I have changed the initial term length of his Agreement, so he will be charged his monthly services fee of $68.99, plus any applicable taxes, for 11 more months (beginning February 2017).  The Agreement and service will not automatically cancel at the end of the term, so I would advise Mr. [redacted] to notify Vivint in writing at least 30 days before the new end date of January 12, 2018 if he desires to cancel his Agreement at that time.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 26, 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: May 15, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he was misled by a Vivint representative regarding the term of his agreement. Mr. [redacted] requests that the account be deemed paid in full. 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 May 15, 2012. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] 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]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   On March 28, 2014, Mr. [redacted]’s account was cancelled and sold to an outside collection agency. The removal of Mr. [redacted]’s account from collections is not warranted. Mr. [redacted] may settle the balance with the collections agency. 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, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April...

18, 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] alleges that he was promised a reduced term of his Agreement with Vivint at the time of sale, but has recently learned that his term was not reduced to two years as promised. Mr. [redacted] further alleges that he has had complications with his equipment that have not been resolved. Mr. [redacted] desires cancellation of the Agreement without penalty.  Vivint’s records indicate that Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-eight (48) months, which was the reduced term approved by Vivint’s sales representative.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time; however, Vivint will honor the forty-eight (48) month initial term as shown on Mr. [redacted]’s Agreement. Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and is willing to send a field service professional to his home at no charge. Vivint’s records show that the last service visit was on May 8, 2015.  Should Mr. [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at ###-###-####, and schedule this appointment.Alternately, should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 40%, bringing the total payoff amount to $[redacted].  If Mr. [redacted] wishes to take advantage of this offer at any time, I would advise him 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]

Complaint: [redacted]I am rejecting this response because:Thank you for taking the time to write out an offer for us. We’ve tried many times to politely talk with Vivint and have been harshly rejected every time. We’re bummed that it had to come to writing to the Revdex.com to finally get your attention. We would be thrilled to accept this offer with a couple conditions. When we signed up for Vivint it was just after we had purchased our home. There were very minimal holes in the walls only made by small nails for hanging pictures. When Vivint had people come to install their equipment, their service techs put many holes in the walls, broke our old thermostat, and poorly installed the equipment. The sensor holes in the doors were cut too large where we’ve had issues with them falling out, the AC was wired wrong and we had to have a tech come out and redo the wiring because my wife was stuck in 80+ degree heat in the house in the summer for a few days while I was deployed. We also aren’t able to use some features from the app because the system isn’t put together correctly. We’ve had a tech come out and they didn’t know how to fix the other issues, so we have just dealt with it, and we’ve reached our breaking point where we’re sick and tired of paying $80 per month for a crappy service. We would accept the offer with the following conditions. 1. You take the equipment and we would like a refund for the entire time we’ve been with Vivint. The justification we have for wanting this option is because essentially we were paying our monthly bill knowing that we would get to keep the equipment after the contract was up. Since around September 2016 we have been paying for your service which in turn paid towards the “free” equipment. OR CONDITION 2. We keep the equipment and get out of the contract. After thorough consideration and talking to my lawyer, we have decided to give Vivint one last chance to make this right before taking legal action.Thanks again.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

December 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 10,...

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] states that he had a negative experience when his system was installed, has had complications with the doorbell camera half the time he has had it, and does not desire to have a system installed in his new home.  Mr. [redacted] desires cancellation of his Agreement without penalty.  At this time, Vivint is willing to reduce Mr. [redacted]’s payoff balance by 40% if he wishes to cancel the Agreement prematurely, or to waive move and equipment fees to transfer a system to his new home.Vivint’s records show that Ms. [redacted] signed an Agreement on July 10, 2015, with an initial term of forty-two (42) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  Mr. [redacted] first notified Vivint of problems with his system on September 9, 2016.  Vivint sent a technician to his home and then at a later date did troubleshooting over the phone to resolve this issue.  Vivint’s Claim Resolution department was never notified of any damage to Mr. [redacted]’s home from the installation of the system.  Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time. Should Mr. and Ms. [redacted] wish to cancel the Agreement prematurely rather than move the system to their new home, the payoff amount would be $1,474.75; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 40%, bringing the total payoff amount to $884.85.  Alternately, Mr. [redacted] may have a system installed in his new home at no cost to him and with no new Agreement term.  If Mr. [redacted] wishes to take advantage of either of these offers, he may 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

Complaint: [redacted]
I am rejecting this response because:  I need at least 14days to secure another provider. I could not establish new service while still under contract. Other than that, im good with the outcome.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I understand the business needs to make money however getting into people's homes late at night and I installing home security until passed 12:00 am is a sneaky way to get into a contract with clauses people are too tired to read and pay attention to. Thank you for the reduced price, offer at this point the best I can do is pay $250.00 to get out of the contract or default on the agreement. 
Sincerely,
[redacted]

April 22, 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:  April 30, 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 in regards to the terms of the Agreement, and that she was never given a correct copy of her signed agreement.  Ms. [redacted] desires cancellation of her agreement without penalty.  Vivint’s records indicate that Ms. [redacted] notified Vivint of the suspected forgery of her Purchase and Services Agreement, and that Vivint’s Special Cancellations department has opened a case for review.  A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  At this time, Vivint is awaiting official documentation from Ms. [redacted] including her signature, to proceed in reviewing her claim.  If Ms. [redacted] is still alleging forgery and has not yet sent her documentation to Vivint, she may email this documentation to: [redacted]@vivint.com, or fax it to: [redacted], for faster processing.Vivint’s records show that 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 forty-eight (48) months, and that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation of the Agreement without penalty is not warranted at this time.Should Ms. [redacted] wish to cancel her agreement prematurely rather than pursue special cancellation, 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], or she may contact the representative she has been working with 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: [redacted] attention Department 160 - Legal. Sincerely, [redacted]. [redacted]

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]

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]

March 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 25,...

2012       Date of Addendum: March 1, 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 that he has recently reported to Vivint that he is moving but has been unable to cancel his Agreement without penalty. Mr. [redacted] explains that a representative misled him at the time of sale regarding the cancellation policy, and that he believes the representative did not have the right credentials to sell in his neighborhood.  He desires cancellation of his Agreement without penalty. Vivint’s records show that Mr. [redacted]’s Agreement was cancelled without penalty on March 2, 2018 in consideration of his situation. On July 25, 2012, Mr. and Ms. [redacted] signed an Agreement with an initial term of forty-two (42) months.  On March 1, 2017, Ms. [redacted] agreed to extend the term of the Agreement by forty-two (42) months in exchange for a reduced monthly services fee.Although the [redacted]s are within the term of this extended Agreement, Vivint agrees to the above resolution and confirms that 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

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.
As the response.................... have no further obligation to Vivint and will be refunded December's payment and have a zero balance.
Sincerely,
[redacted]