Vivint Smart Home Security

July 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August...

13, 2011        Date of Addendum: December 9, 2014 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted]’s daughter and appreciate the opportunity to respond. In her complaint, Ms. [redacted]’s daughter states that her mother signed an Agreement years ago and that they have recently requested cancellation of that Agreement.  She states that Vivint called her mother to extend the Agreement and took advantage of her because she is not in the right state of mind to make a decision like this, and that due to the extended term Vivint will not cancel the Agreement at this time. Ms. [redacted]’s daughter desires cancellation of the Agreement without penalty.At this time, Vivint agrees to cancel the Agreement of Ms. [redacted] and Ms. [redacted] without penalty, effective immediately.Vivint’s records show that on August 13, 2011, Ms. [redacted] and Ms. [redacted] signed a System 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 February 13, 2015.  However, Vivint spoke with Ms. [redacted] (not Ms. [redacted]) regarding the alarm service on December 9, 2014.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly services fee.  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 the validity of this extension, Vivint agrees to the above resolution.  Ms. [redacted] and Ms. [redacted] have no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2013           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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

April 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 5, 2014           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]’s satisfaction. A Vivint technician has been scheduled for April 14, 2017 to install a Vivint Outdoor Camera at Mr. [redacted]’s home free of charge. 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 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 26, 2011           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] does not agree with his extension. Mr. [redacted] desires cancellation of the Agreement without penalty. Vivint’s records indicate that on January 2, 2014 Mr. [redacted] did verbally agree to extend his Agreement for an additional forty two (42) months. Never the less since Mr. [redacted] has been a loyal customer for so long Vivint will agree to cancel Mr. [redacted]’s account without penalty. I would advise him to call into Vivint to begin the cancellation 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 2015           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] and Vivint’s representative have agreed on a resolution. A check has been issued in the amount of $143.10. Mr. [redacted] should receive this check within the next 7-10 business days. If Mr. [redacted] has any questions he may contact a Vivint 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 18,...

2007        Date of Addendum: January 28, 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 recently moved and made efforts to transfer her service to the new owner of her home, but that Vivint will not cancel her account and continues to bill her for service. Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty and written confirmation of such.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement and waive the past due balance of $84.90, effective immediately.Vivint’s records show that on May 18, 2007, Ms. [redacted] signed a Purchase and Services Agreement with APXAlarm/Vivint, with an initial term of sixty (60) months.  Ms. [redacted] signed a new sixty (60) month Agreement with Vivint on January 28, 2014 in exchange for an upgraded system and to maintain her low monthly rate.  As such, Ms. [redacted] is still within this term for services, and her account was not taken over by a third party.  Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution.  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

August 23, 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 28, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] explains that she has experienced and issue with the sales representative and the equipment working as promised. Ms. [redacted]’ desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: Once again, Vivint took over six months to finally offer to install what they claimed to be able and install immediately. The decision to cancel the install was due to Vivints poor customer service, inability to resolve billing issues and inability to install using pre-wire. Vivint has ruined the insulation properties of other houses that has installed cameras. As I stated before, I will not allow this to happen at my house. I have my house pre-wired for security cameras to prevent such a thing. The last representative that I spoke to about the cameras, stated that Vivint will not use the pre-wires. This is not what was originally promised to me. I have called numerous times to resolve this matter prior to taking this course of action. As stated before I am no longer willing to allow Vivint to mistreat and lie to me and what nothing more than to have Vivint remove their items.  
Sincerely,
[redacted]

August 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: May 14, 2010           To Whom It May...

Concern: I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In Mr. and Ms. [redacted]’s complaint they explain that they have had issues canceling their account. Mr. and Ms. [redacted] request that their account be canceled.A representative from Vivint has recently attempted to contact Mr. and Ms. [redacted] via email in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to M Mr. and Ms. [redacted]’s satisfaction. Mr. and Ms. [redacted]’s account has been canceled as of August 31, 2016. Mr. and Ms. [redacted] no longer have any obligation to Vivint. Mr. and Ms. [redacted] may contact the Vivint representative who reached out to them directly if they have 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

November 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: March, 16, 2013           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 a Vivint technician made damages to the paint on his front door and to his garage door opener. Mr. [redacted] desires Vivint to pay for the repairs to be made by him or a licensed contractor. Vivint has offered to send a contractor to Mr. [redacted]’s home to assess and repair the damages. In order for Vivint to proceed with this resolution Vivint must receive a signed Release and Settlement form that has been sent to Mr. [redacted]. Vivint has also offered Mr. [redacted] $75 to repair the paint to his front door and $250 to repair his garage door opener. Mr. [redacted] has requested $1800 from Vivint to make the necessary repairs himself. Vivint does not believe that this amount is warranted for the repairs and an estimate from a contractor will be required in order for Vivint to issue a settlement check to Mr. [redacted] so he may make the repairs himself. Should Mr. [redacted] have any questions regarding his Home Damage claim he may contact his claim manager 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

February 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 23, 2014          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 was no long able to live at the home where his system is located and is unsatisfied with the cancellation options open to him. Mr. [redacted] desires the account to be closed without penalty. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the remaining term of Mr. [redacted]’s Agreement and cancel his account without penalty. Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”). By signing the Agreement Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $49.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.    Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he has 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 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: September 21, 2016 To Whom It May Concern: I have reviewed the information provided by...

Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has been experiencing multiple equipment issues since installation. He further claims that Vivint’s representatives have not provided satisfactory assistance. As such, he is requesting a billing adjustment and that the equipment be removed. At this time, Vivint is willing to offer a free technician appointment to ensure that the System is functioning and $10.00 off Mr. [redacted]’ monthly rate. Vivint’s records show that on September 21, 2016, Mr. [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint, with an initial term of sixty (60) months. By signing the Agreement, Mr. [redacted] represented that he understood and accepted all terms contained within the contract. He further agreed to pay the monthly service fee every month for the entire term of the Agreement. As stated in the Agreement, Vivint does not warrant that the System cannot be defeated or compromised or that it will always operate. However, Vivint does warrant assistant over the phone or via a technician appointment as soon as possible. Vivint’s records indicate that the steps outlined in the contract were taken in an effort to assist Mr. [redacted] with his concerns. Vivint apologizes for any inconveniences that Mr. [redacted] has encountered. In order to compensate Mr. [redacted], Vivint has offered $10.00 off his monthly rate for the remainder of the Agreement. If he would like to take advantage of this offer and schedule a free appointment to have his System examined, he may do so by contacting Customer Care.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

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: May 26, 2009           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]’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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The company did what was right by me and are giving me all that was requested in my complaint. They also ensured me that they would work with the salesperson to keep this type of thing from happining again in the future. I am very happy with their reponse and resolution.
Sincerely,
Brian S[redacted]

June 19, 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 17, 2010            Date of Addendum: May 29, 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.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on May 29, 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 29, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on May 29, 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 forty-two (42) 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 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 the validity of this extension, Vivint agrees to the above resolution.  Mr. [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

July 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: May 30, 2013           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 difficulty canceling this account. As such, Mr. [redacted] requests that his account be cancelled.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on May 30, 2013. Ms. [redacted] agreed to an original Agreement term of sixty (60) months and to pay Vivint a monthly fee of $60.99 plus any taxes each month of that term. Due to the fact that Mr. and Ms. [redacted] are still within the original term of their Agreement cancellation of the account is not warranted. If 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: 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 18, 2015Revdex.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. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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