Vivint Smart Home Security

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.
Thank you for your help on this matter, I appreciate your assistance.
Sincerely,
[redacted]

November 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant:  [redacted]Vivint Account #: [redacted]Date of Agreement:  September 19, 2012To 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 unable to update information on his Vivint account because he did not remember his verbal password. Mr. [redacted] desires the repair of his sensor, his information to be updated, and Vivint to change its policy regarding the verbal password. Vivint’s records indicate that Mr. [redacted] notified Vivint of a concern with his sensors on October 19, 2015. A representative of Vivint was unable to verify Mr. [redacted] with his verbal password. Because Vivint deals with sensitive information, Vivint policy states that information regarding the account cannot be updated without verifying the customer. Vivint has sent out a letter with included the password on Mr. [redacted]’ account on October 19, 2015. Mr. [redacted] chatted in with a representative on November 13, 2015 and reported he had not received his password. The representative mailed out the password a second time.Vivint apologizes for any inconveniences this may have cause Mr. [redacted]. Vivint has agreed to apply a two month credit to Mr. [redacted]’ account to assist him in this matter. 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, 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: August 8, 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] explains that she ordered an upgrade from Vivint; however, she has been unable to get the upgrade scheduled. Ms. [redacted] requests cancellation of her account and a refund of her purchase.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns via phone and email. Vivint advises Ms. [redacted] to contact this representative to discuss a resolution to her 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

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 long as you make good on the refund and fixing my problems with no fees.
Sincerely,
[redacted]

April 27, 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 29, 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 she was misled by a Vivint representative regarding the automatic draft of payments, and that she has never used her system and is now being charged for a past due balance.  Ms. [redacted] desires cancellation of the Agreement without penalty, and forgiveness of the past due balance on her account.  Vivint’s records indicate that Mr. [redacted] signed a Purchase and Services Agreement with Vivint on April 28, 2014, indicating that he authorized Vivint to make electronic fund transfers in the amount of any fees according to the terms and conditions of the Agreement (Section 2.5).  As such, Vivint automatically charged monthly monitoring fees until Mr. [redacted]’s bank account revoked authorization for these withdrawals.  Mr. [redacted]’s account was cancelled due to non-payment on January 30, 2015, and was transferred to an outside collections agency.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  Pursuant to the signed Purchase and Services Agreement, cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  However, in an effort to assist Mr. [redacted], Vivint is willing to reduce the balance for settlement of the account.  Mr. [redacted]’s past due balance is $[redacted].  If Mr. [redacted] will pay Vivint $[redacted], which is 60% of the total amount due, Vivint will remove the account from collections, and Mr. [redacted] will have no further obligation to Vivint.  This payment or alternate arrangements such as reinstatement may be made by calling Vivint’s Billing 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]

Complaint: [redacted]
I am rejecting this response because: They came to my house and fast talked to me. They r crooks!!
Sincerely,
[redacted]

March 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, 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

December 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted]Date of Agreement: April 19, 2013         To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her most recent rebuttal, Ms. [redacted] still feels that authorities should not have been dispatched. Furthermore, when a customer does not have the verbal password the correct authorities will be dispatched. As previously outlined Vivint was following the proper alarm procedure.Vivint maintains that Ms. [redacted] did agree to an initial contract term of forty-two (42) months. Ms. [redacted] is able to review her Pre-Installation Survey with Vivint’s Customer Loyalty department. In addition a copy of her Agreement can also be sent to her if she desires.  Due to Vivint’s alarm policy and Ms. [redacted]’s representations during the Pre-Installation survey 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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Christopher T[redacted] Vivint Account #: [redacted] Date of Agreement:  July 30, 2013 To Whom It May Concern: I have reviewed the information provided...

by Mr. Christopher T[redacted] and appreciate the opportunity to respond. In his complaint, Mr. T[redacted] alleges that a sales representative informed them contract could be cancelled when Mr. T[redacted] was relocated per military orders. Mr. T[redacted] desires a confirmation stating when the contract expires, that it will not renew at the end of its terms and that they will no longer be billed the monthly rate.Vivint’s records show Mr. T[redacted] has notified Vivint of this concern. Vivint aims to keeps military families safe, and in instances where a Vivint customer is being relocated due to military orders, Vivint will gladly accommodate the service member in order to make a smooth transition to a new location. If a Vivint customer receives military orders that will require the customer to relocate outside of the United States or onto a military base within the United States permanently or for a period greater than 90 days, the customer must contact Vivint and request a special cancellation. The customer must send a written notice of cancellation, and submit it along with documentation showing that the customer will be stationed on-base or outside of the country. Once Vivint has received valid documentation to support the claim for special cancellation, Vivint will cancel the account, cease all billing, and discontinue services.If the Vivint customer is being transferred within the United States and is able to live in an off-base house, the customer has the same options as any Vivint customer who is moving or wishes to transfer an account. Vivint’s policy allows any person who moves to a new address the ability to relocate the system to the new location, to transfer the account to the new owner of the premise or to transfer the account to a third party at a different address. Vivint customers who are active military members will not be charged to relocate their system to their new house, regardless of how long they have been Vivint customers. If the Vivint customer is able to live in an off-base house, but chooses to live on base or still wishes to cancel the Vivint account, the customer will be required to transfer the account or pay the remaining balance on the account.Should 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]

March 10, 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 26, 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 this matter has been resolved to Ms. [redacted]’s satisfaction. Her Vivint system has been cancelled effective immediately. Vivint has additionally refunded Ms. [redacted] in the amount of  $49.99. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Dorothy L[redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 2008           To Whom It May Concern:I have reviewed the...

information provided by Ms. L[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. L[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. L[redacted]s’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 have your additional informatuon that you requested:  address [redacted] with name [redacted].
Sincerely,
[redacted]

March 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: March 1,...

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 moved and arranged for the new owners of her home to take over her account, but that Vivint continues to charge her for service.  Ms. [redacted] desires written confirmation of the cancellation of her account and that Vivint will not charge her for service anymore.  She also desires a refund of charges since the takeover of her account, in the amount of $99.98. A representative from Vivint has contacted Ms. [redacted] via email, in an effort to resolve these concerns.  Vivint has cancelled Ms. [redacted]’s Agreement and she has no further contractual obligation to Vivint.  To further assist Ms. [redacted], Vivint has sent a refund in the amount of $99.98 back to the checking account on file.Vivint’s records show that the new owners of Ms. [redacted]’s home have set up an account, but have not yet activated the service in their names.  As such, Vivint has continued to charge Ms. [redacted] for the terms of her signed Agreement.  At this time, however, Vivint believes the resolution described above will resolve this matter with Ms. [redacted].  She may contact Vivint’s representative with 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

July 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Frankie G[redacted]  Vivint Account #: [redacted] Date of Agreement: June 24, 2013          To Whom It May Concern:I have...

reviewed the information provided by Mr. G[redacted] and appreciate the opportunity to respond. In his complaint, Mr. G[redacted] alleges that he was misled by a Vivint representative regarding the term of his agreement, and that he recently had to pay for service he is not using.  Mr. G[redacted] now desires the cancellation of his Vivint security service.   Vivint’s records indicate that prior to the installation of any equipment; Mr. G[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. Tejeda completed the required Pre-Installation Survey on June 24, 2013.  During the recorded Pre-Installation Survey, Mr. G[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 $[redacted] each month during that term.  Further, Mr. G[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. G[redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Cancellation of Mr. G[redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently attempted to contact Mr. G[redacted], in an effort to resolve these concerns. Should Mr. G[redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on her account – currently $[redacted]; however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Mr. G[redacted] wishes to take advantage of this offer, I would advise him 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, 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.
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. I was concerned that the representative that contacted me had not already attempted a resolution with the supervisor or management representative but he assured me the matter would be fully investigated. The business was able to provide an earlier service date by two weeks; this should typically be handled at the supervisor level and should not require another agency to get involved but I hope that will be resolved by the investigation performed by the representative that contacted me. 
Sincerely,
[redacted]

September 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2007 Date of renewal: August 18, 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 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

Tell us why here...September 19, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: June 3, 2010                                                              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 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

August 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Jason L[redacted]  Vivint Account #: [redacted] Date of Agreement: July 11, 2015           To Whom It May Concern:I...

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

August 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 24, 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. If Ms. [redacted] requires any further assistance, 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