Vivint Smart Home Security

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

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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Carrie A[redacted] Vivint Account #: [redacted] Date of Agreement:  December 13,  2014 To Whom It May Concern: I have reviewed the information...

provided by Ms. Carrie A[redacted] and appreciate the opportunity to respond. In her complaint, Ms. A[redacted] alleges that the equipment in her home was not functioning properly, and due to this alleged malfunction was unable to respond properly to a break-in at the home. Ms. A[redacted] desires compensation for the property stolen at the time of the break in, cancellation of the Agreement, and removal of the equipment. Records indicate that Ms. A[redacted] has notified Vivint of this concern. A claim was opened through Vivint’s Alarm Events department and the matter was investigated by a claims specialist. The investigations, – and Vivint’s records – indicate that the cameras were serviced on April 10, 2015. Ms. A[redacted] did not make Vivint aware that the cameras had issues until July 02, 2015 – after the break-in occurred. Furthermore, an event log pulled on July 13, 2015 for panel activity reveals that the system had not been armed for a period of at least two months prior to and after the break-in. Without arming the system, Vivint is unable to protect and monitor the home. Vivnt will not be held liable for any missing or stolen property. Additionally, Section 13 of the Purchase and Service Agreement which Ms. A[redacted] agreed to and signed, outlines the Customer Duties which state, “you (Ms. A[redacted]) will test the System’s protective devices and send test signals to the Center in accordance with our (Vivint’s) instruction at least monthly… if a problem in the System occurs, you will notify us.” As stated previously, Vivint was not made aware of the camera troubles until after the break-in on July 02, 2015. Vivint has since scheduled a service appointment on August 15, 2015 to resolve the issues which Ms. A[redacted] had cited. The notes indicate that the service visit has resolved the issues with the equipment. Given the circumstances, Vivint will place a credit on Ms. A[redacted] account for two months, however, cancellation without penalty is not merited at this time. Should Mr. B[redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. B[redacted], Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $[redacted].  Alternately, Mr. B[redacted] has been offered a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. B[redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at [redacted], or he may contact the representative he has been working with directly.Should you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted] attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]

March 7, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 2014         To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] claims she was informed that she was agreeing to a one-year contract. However, she states that she is now being told that the contract is for five years. She further states that her monthly rate is significantly higher than the people she knows who receive the same service. As such, Mrs. [redacted] is requesting that the account be cancelled or the price updated. At this time, cancellation without penalty is not warranted. However, Vivint is willing to lower her monthly payments by $5.00 for the remainder of her agreement. Vivint’s records indicate that on July 12, 2014, Mr. [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of sixty months at a rate of $69.99 per month, plus any applicable taxes. By signing the Agreement, Mr. [redacted] represented that he understood and accepted all terms contained within the contract. Section 2.1 states that Vivint and the consumer agree to enter into a contract with an initial term of sixty (60) months. It also outlines that Vivint will charge Mr. [redacted] a $69.99 monthly rate instead of the originally typed $79.99.Due to the contract that was signed by Mr. [redacted], the account is currently ineligible for cancellation and the monthly payments are correct.  However, in an effort to assist Mr. and Mrs. [redacted] with their finances, Vivint has agreed to lower their remaining payments by $5.00.  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 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Kevin [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, 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 hisconcerns. 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

March 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 30,...

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 cancelled his Agreement with Vivint at the end of the forty-two (42) month term, but that Vivint continued to charge him for service for two months after that.  Mr. [redacted] desires a refund of his payments to Vivint after the cancellation should have been complete.  Vivint’s records indicate that a check in the amount of $[redacted] is being sent to Mr. [redacted] via mail, to refund the monies paid to Vivint by Mr. [redacted] in January and February 2016.  Mr. [redacted]’s account is cancelled, and he 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

Tell us why here...September 2, 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 25, 2009            Date of Addendum: May 20, 2015                                      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 did not extend the term of her agreement over the phone with Vivint. Ms. [redacted] desires cancellation of her agreement without penalty. In an effort to assist Ms. [redacted], Vivint has agreed to immediately cancel her account. Vivint’s records show that on June 25, 2009 Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. Vivint spoke with Ms. [redacted] regarding her alarm service on May 11, 2015.  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 thirty-six (36) 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 thirty-six 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 information above, 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have your additional informatuon that you requested:  address [redacted] with name [redacted].
Sincerely,
[redacted]

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]

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. Hopefully we can have a working relationship after my home is built, because I really enjoyed the service of Vivint I just dislike the extra measures the company took me through to cancel my policy since I have moved.
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, provided the refund is received in the next 7 days.  I just checked my account on line and the refund has yet to be posted.Thank you for your assistance.
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.
Sincerely,
Elizabeth [redacted]

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

information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If Ms. [redacted] requires any further assistance, she may contact Vivint’s representative directly.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 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 26, 2017...

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

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]

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]

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 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Lydia M[redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2008           To Whom It May Concern:I have...

reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. In her complaint, Ms. M[redacted] alleges that her Agreement with Vivint was extended without her approval, and that she has recently been unable to cancel her account.  Ms. M[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 Vivint. Vivint’s records show that Ms. M[redacted] has recently spoken with a representative from Vivint regarding this concern.  At this time, Ms. M[redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  No further withdrawals will be taken from Ms. M[redacted]’s bank account.  The Vivint equipment in Ms. M[redacted]’s home belongs 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]