Vivint Smart Home Security

November 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 25, 2014           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Ms. [redacted]’s account has been cancelled and she no longer has any obligation to Vivint. 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

January 6, 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: June 12, 2013                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she has experienced difficulty with cancelling her account. Ms. [redacted] requests cancellation of her account.   Vivint has agreed to immediately cancel Ms. [redacted]’s account without penalty.   It should be noted that Ms. [redacted] sent Vivint her notice of cancellation on December 8, 2016. As such, per Vivint’s cancellation policy, her account would have been cancelled thirty days later on January 8, 2017. However, out of goodwill and as previously stated, Vivint has agreed to immediately cancel her account. 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: 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 7, 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...

16, 2016           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 is being resolved to Ms. [redacted]’s satisfaction.  Ms. [redacted] 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]Chief Compliance Officer

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

September 29, 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 17, 2016                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint has no record of Mr. [redacted] being informed that he could cancel after one year.   Vivint’s position remains the same. A refund is not warranted as Mr. [redacted] was present during the installation and as previously mentioned, received the benefit of the service while knowingly paying for the service.   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

March 8, 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 17, 2014 To Whom It May Concern: In his rebuttal, Mr. [redacted] states that his complaint is not over a missed appointment, but over faulty equipment that was never repaired.Vivint maintains its position that we are no longer able to provide a resolution in this matter.  Mr. [redacted]’s account was cancelled due to non-payment on March 31, 2015, and was sold to an outside collections agency.  The account now belongs to this third party, and any settlement must be made with them.As stated in previous responses, Vivint’s records show that Mr. [redacted]’s equipment issues were not resolved because he did not reschedule his service appointment or make arrangements to reinstate his service once it was in collections. Cancellation of the Agreement is not warranted and Vivint is unable to provide any other resolution in this matter as the account no longer belongs 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 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: July 16, 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] states that her five cameras will not work correctly despite upgrading her internet speed. Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) and a refund of all monies paid to Vivint. Vivint’s records indicate that a refund of all monies paid to Vivint has been sent to Ms. [redacted] via the same method of payment that it came from. Ms. [redacted] will receive this refund in seven to ten business days. An appointment to have Ms. [redacted]’s alarm system removed is scheduled for August 9, 2016. Ms. [redacted]’s Agreement will be cancelled when the system has been removed from her home. Vivint believes this matter will be resolved upon the removal of Ms. [redacted]’s alarm system. 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

December 30, 2015 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: November 19, 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 cancelled her account with Vivint in July 2015, but Vivint continues to charge her for the service. Ms. [redacted] desires the cancellation of the account without penalty and a refund of payments made in August through December 2015. After further review, Vivint has agreed to the cancellation of her account without penalty and she has no further contractual obligation to Vivint.  A Vivint representative has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. Vivint has approved a refund of payments made, in the amount of $[redacted], to be refunded to bank account Vivint has on file for Ms. [redacted]’s 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

October 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, 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] states that she has been having issues with security and service since her system has been installed. Ms. [redacted] requests Vivint cancel her System Purchase and Service Agreement (“Agreement”) without penalty. Vivint will agree to add a credit for $150.00 towards Ms. [redacted] Vivint account. Vivint’s records indicate that Ms. [redacted] signed her Agreement on August 6, 2016 for an initial term of forty-two (42) months. By signing her Agreement, she agreed to the following clauses in her Agreement. Section 3: Our Limited Liability “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.”Section 12: Customer Duties “You will test the System’s protective devices and send test signals to the center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify us.”Vivint’s records show that Ms. [redacted] did not contact Vivint about the problems she was experiencing with her equipment until October 10, 2016. Vivint records indicate that a technician was sent to Ms. [redacted] home on October 20, 2016 at which time the issues with the system were fixed. Ms [redacted] has not contacted Vivint about anymore issues with her equipment. At this time, Vivint will agree to add a $150.00 credit for the time she took off for her appointment and for the equipment not fully operating. Should Ms. [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $2,839.60; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 30% bringing the total payoff amount to $1,987.72. The credit for $150.00 has been placed on Ms. [redacted] account and if she wishes to cancel prematurely I would advise her to contact a legal assistant at (801) 221-6728 to receive the 30% discount. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 27, 2011            Date of Addendum: July 8, 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] states that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint agrees to Ms. [redacted]’s request for cancellation with no penalty.Vivint’s records show that on April 27, 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 October 27, 2014.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on July 8, 2014.  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 forty-two (42) 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 forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite this information Vivint agrees to the above resolution. Ms. [redacted]’s Agreement 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]

October 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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 he has been paying for a service that is non-functional. Mr. [redacted] desires the cancellation of his account without penalty and a refund of payments made. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on August 30, 2015, and Vivint’s Scheduling department found an appointment for September 29, 2015.  The assigned field service professional attempted to fix Mr. [redacted]’s doorbell camera, but the transformer was broken during the appointment. The field service professional created a home damage claim and would need to schedule a new appointment to resolve the concern. The new appointment was scheduled for October 2, 2015. On October 2, 2015, the field service professional dispatched to Mr. [redacted]’s home and installed a new doorbell camera, but the microchip in the main panel used to communicate with the doorbell camera was not working. The field service professional did not have the right tool to fix the panel, and would need to return at a later time. Vivint has an appointment for Mr. [redacted]’s account scheduled for October 31, 2015 to resolve this matter. Cancellation of Mr. [redacted]’s account is not warranted at this time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted]; however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. Alternatively, should Mr. [redacted] wish to continue services, Vivint has agreed to apply a credit to his billing account in the amount of $[redacted], which will cover three (3) months of monitoring fees; two months for system down time, and a month a goodwill credit. If Mr. [redacted] wishes to take advantage of either offer, 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]

September 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted]  Date of Agreement: February 2, 2012           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 cancelled his System Purchase and Services Agreement (“Agreement”) on September 2, 2016 and paid his final bill of $134.97 but Vivint would not cancel his Agreement and continued to call him to retain him as a customer. Mr. [redacted] desires a refund of $134.97. Vivint’s records indicate that Mr. [redacted]’s Agreement has been cancelled and he has no further obligation to Vivint. He originally entered into his Agreement on February 2, 2012. By signing his Agreement Mr. [redacted] agreed to provide Vivint with a notice of intent to cancel thirty (30) days prior to the cancellation of his Agreement (Section 2.4). Vivint received Mr. [redacted]’s Notice of intent to cancel on September 2, 2016 as such his Agreement was to be cancelled on October 2, 2016. Nevertheless, since Mr. [redacted] paid his final two months early Vivint agreed to cancel his Agreement prior to the end of his thirty (30) day cancellation period. A refund of Mr. [redacted] final payment to Vivint 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 2017         To Whom It May Concern: I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that on August 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement, representing that she agreed to a monthly fee of $49.99 during this term, plus any applicable taxes, during that term, and a total equipment fee of $293.45. The Agreement states that Ms. [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.7). Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason.   Vivint’s records indicate that two (2) payments of $49.99 and $200.25 have been withdrawn from Ms. [redacted]’s Visa account to cover her monthly monitoring fees and equipment fee. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2013           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he 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

March 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]         To Whom It May Concern:I have reviewed the information provided by Mrs. [redacted] and...

appreciate the opportunity to respond. Vivint’s records indicate that Mrs. [redacted] confirmed the receipt of her refund on March 8, 2018. 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

April 29, 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 4, 2009 Date of Addendum:  September 14, 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 had difficulty in cancelling her account, and then that she was charged for service for three (3) months after her request. Ms. [redacted] alleges that she has been granted a refund of two of those monthly payments, but not the third.   Ms. [redacted] desires a refund of $49.99.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  In an effort to assist Ms. [redacted], Vivint will refund the month of service that Ms. [redacted] is requesting.  A check in the amount of $[redacted] is being sent to the mailing address on file.  Ms. [redacted]’s account has been cancelled, 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [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]

Complaint: [redacted]
I am rejecting this response because:  it is astonishing, the level of contempt for the facts. I can prove that a person entered my home without security word, or keypad code all after vivint asked if it was a false alarm. if your stating that vivint policy is to ignore every warning IE: the person had no codes or security words. I was asked by vivint if the alarm was false after silencing it. vivint policy is to ignore all warnings including home owner indicating the alarm was real simply because the sound was silenced on the alarm. wait till people find out how flippant vivint is with peoples security. I would like very much to see this policy in writing. in fact I think the Revdex.com can arbitrate this. if they receive all the information concerning the alarm event your in trouble 
Sincerely,
[redacted]

August 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sheri W[redacted]  Vivint Account #: [redacted] Date of Agreement: August 6, 2015           To Whom It May...

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