Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: I see that no attempt to get vivint to investigate what the rep told me at time of installation is going to happenThere are multiple complaints online of the same thing I am talking aboutThey claim I signed a contract for months and I say the contract and the rep stated monthsI am legally bound to the terms they are producing and have no other options here but to pay itI have read a lot of complaints where people are having a difficult time getting vivint to stop billing when contracts are upI would really like someone to look into all the accusations against themThe best thing I can do now is become very vocal about what has happened to me and warn people of this businessI would like it to go on record that at the end of their "month contract " I want all billing stopped immediately No written letters to stop it that drags on for many more months at a timeThis is the worst company I have ever dealt with in my life and I have never filed any type of complaint beforeIf anyone is thinking about using this company please do some online investigating before you sign and get a copy of the contract on the spotRead very carefully what is written vswhat you are being told Sincerely, [redacted]

August 9, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionMr [redacted] may contact Vivint’s representative if he has any additional questions or requestsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 17, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 23, Date of Addendum: June 3, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she has fulfilled her original agreement with Vivint, but Vivint will not cancel her accountMs [redacted] desires the cancellation of the account.Vivint’s records show that on July 23, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement would have lapsed on January 23, However, Vivint spoke with Ms [redacted] regarding her alarm service on June 2, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a twenty-four (24) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement twenty-four months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintCancellation of MsSnyder’s agreement without penalty is not warranted at this time However, in an effort to assist Ms***, Vivint has agreed to cancel Ms***’ account Ms [redacted] no longer has any contractual obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

November 14, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her rebuttal Ms [redacted] states that she should not have had to find the Vivint customer that was associated with her home addressMs [redacted] desires compensation from VivintVivint apologizes for any frustration Ms [redacted] may have experiencedHowever, Vivint is unable to provide account information on how the matter occurred since Ms [redacted] is not affiliated with the System Purchase and Services Agreement (“Agreement”)Vivint cannot offer Ms [redacted] any compensation as she is not a Vivint customerIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 23, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 10, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] explains that he was told that Vivint would buy out his contract with is old security company, that he would be given a referral credit for referring his brother to Vivint and that he is being charged an additional $over his agreed price per month.At this time Vivint agrees to give Mr [redacted] a $credit on his account for referring his brother to Vivint and a refund $to assist with the contractual buyout of his contract with his previous companyA Vivint representative recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on August 10, 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 Vivint a monthly monitoring fee of $and Citizens One $each month of that termFurther, Mr [redacted] represented that the sales representative explained this information to him and that these terms were clearly outlined in the AgreementVivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments as outlined in the AgreementVivint’s records show that the sales representative promised to pay $toward buying out Mr [redacted] ’s contract with his old security company.Because of this information, Vivint agrees to the above resolutionMr [redacted] will receive a $credit on his account that will go toward his next monthly bill with Vivint and a $refundIf Mr [redacted] has any questions or concerns 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

May 31, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint, he explains that he has experienced issues with the system that caused him to cancel his systemHowever, because Mr [redacted] was within the term of his agreement he had to pay $to cancel his account A representative from Vivint has recently contacted Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on May 23, Mr [redacted] agrees to an original agreement term forty-two (42) months and to pay Vivint $each month of that termVivint records further indicate that on May 17, 2017, Mr [redacted] called into cancel his accountAt that time Mr [redacted] had six (6) months remaining on his agreement termTo complete the agreement Mr [redacted] paid off the remaining months of the agreementBecause this payment was to uphold the agreement no refund is warrantedIf Mr [redacted] has any questions or concerns he may contact Vivint’s Customer Care Department.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: These are two different accountsI closed my accountBut this complaint is about Mrs [redacted] account I had to discuss with someone, because the individual I spoke with gave me the phone number to fax in the death certificate, and told me to give them a couple of days before falling to ensure they had received it I've talked to several representatives about this issue, and they are lying I pray to God no one has to ever experience this undue hardshipIn the end they'll lose more than they gain Sincerely, [redacted]

July 24, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Rosalie S [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS [redacted] satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

April 3, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 23, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records show that Mr***’s Agreement has been cancelled and he has no further obligation to VivintNo additional charges will be collected by Mr***.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he was told at the time of sale that he could upgrade his system at any time and it would just increase his monthly fee, but that he has recently requested an upgrade and Vivint has advised that he would need to pay for the equipment Mr [redacted] further states that he has referred many people to Vivint but that Vivint will not give him the promised referral credits He desires cancellation of his Agreement without penalty At this time, to assist Mr [redacted] Vivint is willing to reduce his monthly services fee by $for the remainder of his Agreement term Vivint also remains willing to apply referral credit of $each for confirmed customers, and to discuss upgrade options with Mr [redacted] .Vivint’s records show that Mr [redacted] signed a Purchase and Services Agreement on June 16, with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus applicable taxes, during that termThe monthly services fee later increased by $with the addition of a third camera Mr [redacted] has contacted Vivint multiple times to request referral credits, and has received the $credit for the one name Vivint was able to confirm as a customer If Mr [redacted] can advise Vivint of the names of his other referrals, and if Vivint can confirm that they are customers, he may receive additional credits A representative from Vivint attempted to contact Mr [redacted] on August 9, at the request of his sales representative, to discuss upgrade optionsVivint provided Mr [redacted] with the equipment listed on his Agreement documents at the time of installation, but will not provide additional equipment at no cost.Cancellation of Mr [redacted] ’s Agreement without penalty is not warranted at this time However, Vivint agrees to the above resolution Mr [redacted] ’s monthly services fee will now be $50.99, plus any applicable taxes, for the remainder of his Agreement term This discount may assist with any charges should Mr [redacted] wish to add equipment to his system He may contact Vivint’s Customer Loyalty department at 1-800-216-to discuss upgrade options.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

July 1, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Lydia M [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, To Whom It May Concern:I have reviewed the information provided by MsM [redacted] and appreciate the opportunity to respondIn her complaint, MsM [redacted] alleges that her Agreement with Vivint was extended without her approval, and that she has recently been unable to cancel her account MsM [redacted] desires cancellation of her Agreement without penalty and no further automatic withdrawals from her bank account, as well as removal of Vivint’s equipment from her home and no further contact from VivintVivint’s records show that MsM [redacted] has recently spoken with a representative from Vivint regarding this concern At this time, MsM***’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint No further withdrawals will be taken from MsM***’s bank account The Vivint equipment in MsM***’s home belongs to her.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

March 20, Revdex.com of Central and Northern Alberta Ave Edmonton, AB T5P 0LRE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 7, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond Vivint’s previous response contained an error and was supposed to read, “Vivint has confirmed that Ms [redacted] ’s term ends in October of 2018” rather than in as previously statedIn the document which Ms [redacted] provides, it states that her finished contract date is October of 2018; however, Ms [redacted] previously received an email from a representative at Vivint which states that her contract ends in April of Vivint apologizes for the confusion and inconvenience as it has been confirmed that Ms [redacted] ’s contract ends in October or Ms [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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 he has experienced equipment complications with his security system that have not been resolvedMr [redacted] further states that he has experienced difficulties with Vivint’s scheduling Department Mr*** desires cancellation of his agreement without penalty Vivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on September 22, with an initial term of forty-two (42) months, a monthly services fee of $70.99, plus any applicable taxes, during that term After further review, Vivint agrees to cancel Mr***’s agreement with Vivint, following retrieval of the equipment from Mr***’s homeOnce Vivint receives this equipment, his Agreement will be cancelled and he will have no further contractual obligation to VivintI advise Mr [redacted] to contact Vivint’s Customer Loyalty department at 1-800-216-to schedule this appointment If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – 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 Sincerely, Reginald M [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 mePlease send me something in writing letting me know that I do not owe Vivint any money, that my contract is cancelled with them, along with the effective date and that my account has been removed from any and all collection agencies Sincerely, [redacted]

July 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Amber W*** Vivint Account #: [redacted] Date of Agreement: May 7, To Whom It May Concern:I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondIn her complaint, MsW [redacted] alleges that she was promised the cancellation or defermet of the agreement at any timeMsW [redacted] further alleges Vivint offered a twelve (12) month deferment of her accountMsW [redacted] now desires the cancellation of her agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; MrFinis W [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 AgreementOur records show that MrFinis W [redacted] completed the required Pre-Installation Survey on May 7, During the recorded Pre-Installation Survey, MrFinis W [redacted] represented that he understood and agreed to the initial term of forty-eight (48) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that term Further, MrFinis W [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 MrFinis W***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that MsW [redacted] called on March 13, to discuss billing concernsAt the time MsW***’s account was five (5) months past dueMsW [redacted] was credited three (3) months, and MsW [redacted] was informed of the two months still past dueMsW [redacted] was advised a deferment could be place on the account once the account was active for one year, which was in May of MsW [redacted] called Vivint and requested a deferment on April 30, MsW [redacted] was informed that Vivint needed to speak to MrFinis W [redacted] in order to complete this requestVivint has no further record of a deferment requestVivint’s records show that MsW [redacted] stopped making her monthly payments after November As such, the account was cancelled for non-payment on May 29, 2015, and was sold to an outside collections agency A representative from Vivint has recently attempted to contact MsW [redacted] in an effort to resolve her concernsVivint has agreed to cancel MsW***’s account and remove it from collections if MsW [redacted] agrees to pay the past due amount, which is $ [redacted] If MsW [redacted] wishes to take advantage of this offer, I would advise her to contact the representative who has been attempting to contact her or to call Vivint’s Billing department at [redacted] .If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

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, Shenetha S [redacted]

January 26, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is willing to waive the remainder of the contract and cancel the account upon the return of all Vivint equipmentMs [redacted] may contact Vivint’s representative directly or the Customer Care department in order to schedule this appointmentAfter which, Ms [redacted] will be under no further obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 22, To Whom It May Concern: In her rebuttal, Ms [redacted] alleges that the third party contractor Vivint sent was unable to repair her HVAC system, and that Vivint’s attempt to remove its thermostat from her home further escalated the issue Vivint’s records confirm that Ms [redacted] notified Vivint of her concerns with the thermostat on many occasionsThe third party contractor that inspected Ms***’s HVAC system determined that the thermostat issue was caused by a problem with the HVAC system and not Vivint’s thermostat Vivint paid the service fee for that visit, but is not responsible for any repairs needed in regards to Ms***’s HVAC system.To assist Ms***, Vivint has cancelled her Agreement without penalty, and has processed a refund of her most recent payment in the amount of $ [redacted] Vivint also allowed Ms [redacted] to keep its thermostat and door lock at her home although the Agreement was terminated prematurelyVivint maintains its position that no further compensation is warranted, and believes this matter to be resolved If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

November 9, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 30, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he has experienced equipment complications with his security system that have not been resolved Mr [redacted] further explains that he has paid for service while waiting for repair of his equipment He requests cancellation of his Agreement with no penaltyA representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve his concerns Vivint has agreed to send a final technician to Mr [redacted] ’s home at no cost to resolve his technical issuesIf Vivint’s technician is unable to resolve these issues and it is determined that Vivint is unable to provide the contracted service the equipment which was installed in Mr [redacted] ’s home will be removed and his account will be cancelledAn appointment has been scheduled for November 10, 2017.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***