Vivint Smart Home Security

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]

January 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October...

23, 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 is being resolved to Ms. [redacted]’s satisfaction.  She may contact Vivint’s representative directly 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]

January 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 7, 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] alleges that he was misled by a Vivint representative regarding the term of his agreement. Mr. [redacted] desire a refund of payments made after he first requested cancellation of the account in September 2015.  Vivint’s records indicate that prior to the installation of any equipment; Ms. [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 Ms. [redacted] completed the required Pre-Installation Survey on June 7, 2012. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term. Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Contrary to Mr. [redacted] allegations, Vivint has no record of a request for cancellation on the account prior December 8, 2015. Nonetheless, the original agreement had an end date of December 7, 2015. Vivint did not receive a written notice of cancellation 30 day prior to the desired cancellation date, so the account continued on a month to month basis (Section 2.4). Mr. [redacted]’s account was cancelled on January 8, 2016. A refund of payment made between the months of September 2015 to January 2016 is not warranted. However, in an effort to resolve this matter, Vivint has agreed to refund Mr. [redacted] back to the checking account on file; the total amount paid to Vivint in January 2016. 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]

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: August 7, 2011        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 moved and that Vivint has been unable to move her system to her new home.  Ms. [redacted] further alleges that she has been charged for service during the months that she has been waiting for the move of her system.  Ms. [redacted] desires a refund of monies paid to Vivint between January and April 2015.  A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Vivint’s records indicate that a check in the amount of $[redacted] is being sent to the mailing address on file, to refund the monies paid to Vivint by Ms. [redacted] since January 2015.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  I apologize for any undue delay in this process.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 in part satisfactory to me.
First and foremost I want to make clear that in any shape of form I attempted to not meet my contract obligation, I was merely seeking a confirmation to my cancellation request for the contract end of January 2nd, 2016. With this being said I accept that I at this point no longer have any obligation to Vivint. I have yet to read that the representative actually acknowledged that I wish to receive a statement for all charges and payments for the fiscal year of 2015 up to date, as they do not provide a statement period. I wish that such statement is send to me for my personal records immediately. 
Sincerely,
[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sean G[redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2014           To Whom It May Concern:I have reviewed the...

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

September 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: February 26, 2014        ...

  To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she has experienced multiple difficulties regarding moving her system to her new home. As such, Ms. [redacted] requests that her account be canceled and a refund of all monthly payments after August 25, 2017.Vivint agrees to cancel Ms. [redacted]’s account without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on February 26, 2014. Ms. [redacted] agreed to an original agreement term of forty-eight (48) months and to pay Vivint a monthly fee of $49.99 plus any taxes each month of that term. Because the monthly payment on August 25, 2017, was to uphold the contract no refund is warranted.Despite this information, Vivint agrees to the above resolution. Ms. [redacted]’s account has been canceled as of September 1, 2017, without any further charges. Ms. [redacted] no longer has any obligation to Vivint. If Ms. [redacted] has any questions or concerns she may contact the Vivint representative who reached out 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

RESPONSE to Revdex.com:September 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Amber B[redacted] Vivint Account #: N/A Date of Agreement: N/ATo Whom It May Concern:I have reviewed the information provided by Ms. B[redacted] and...

appreciate the opportunity to respond. In her complaint, Ms. B[redacted] alleges that Vivint charged her for service after she had requested not to be charged and it was determined that she could not receive service in her area. Ms. B[redacted] desires a refund of the charges from the cancelled account.Unfortunately, I am unable to find a Vivint account or any charges billed with the information given by Ms. B[redacted]. I would advise Ms. B[redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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]

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

June 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 24, 2017           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint’s home damage team has been in contact with Mr. [redacted]. Vivint is awaiting action from a third party to finalize the resolution of Mr. [redacted]’s home damage issue.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]

July 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the...

opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with sales representatives coming to his home.A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint will put the Mr. [redacted]’s on a do not contact list. Mr. [redacted] may contact Vivint’s representative directly if he has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 2012           To Whom It May Concern:I have reviewed...

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

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

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

January 17, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 2012            Date of Addendum: May 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] states that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.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.  Vivint’s records show that on May 28, 2012, Mr. [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 November 28, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on May 18, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a sixty (60) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the validation of this Agreement, Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintIf 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 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, 2012 Date of Addendum: August 21, 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. It has been agreed that Vivint will immediately cancel the account. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I spoke with Bea from Vivint and she will be sending a tech Friday and crediting me for the service call as well as an additional month.  So long as the issue is resolved when the tech comes out then I will consider 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.
The payment to $1000 was made today via phone. We will consider this contract and matter closed. 
Sincerely,
Courtney [redacted]

December 6, 2017Revdex.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, 2014           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the equipment and that he no longer uses the system. As such, Mr. [redacted] requests that his account be cancelled without penalty.At this time, Vivint agrees to send a technician to Mr. [redacted]’s home to fix the issues Mr. [redacted] has experienced. Or, to discount Mr. [redacted]’s contractual buyout fee by fifty (50) percent. A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on July 16, 2014. Mr. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly fee of $53.99 each month of that term. Vivint does not have any record of Mr. [redacted] calling into Vivint to fix or assist him with the equipment in his home. Because Mr. [redacted] is still within his original agreement term and because Vivint was never informed of any issues and therefore not given an opportunity to fix the equipment cancellation of Mr. [redacted]’s account without penalty is not warranted.In an effort to assist Mr. [redacted] Vivint agrees to the above resolution of Mr. [redacted]’s choosing. If Mr. [redacted] would like a technician to fix his equipment or if he would like to terminate his agreement early with a discounted buyout fee he may contact the Vivint repetitive who reached out to him.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, 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]