Vivint Smart Home Security

January 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, 2015          To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] alleges that scheduled several technician visits and that the technicians never came to service her equipment. Vivint’s records indicate that Ms. [redacted]’ equipment is functioning correctly except for a door lock and a garage door controller according to phone calls made by Ms. [redacted]. Records indicate that on September 29, 2015, a technician was at Ms. [redacted]’s home, however, no one was able to answer the door for the technician. The appointment on November 20, 2015, was cancelled. The technician scheduled for December 11, 2015, was able to service Ms. [redacted]. No phone calls indicate a cancellation request for the appointment on December 11, 2015.I have credited Ms. [redacted]’ account for three (3) free months of service.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge. A representative has recently tried to get in contact with Ms. [redacted], I would advise her to reach out to that representative or to call Customer Care at ###-###-####, and schedule this appointment. 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 satisfactory to me. Please send me something in writing letting me know that I do not owe Vivint any money, that my contract is cancelled with them, along with the effective date and that my account has been removed from any and all collection agencies. 
Sincerely,
[redacted]

September 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: August 25, 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 his air conditioning will no longer turn on after a Vivint technician visited his home. Mr. [redacted] desires Vivint to cover the expenses of an HVAC technician so the appropriate repairs can be made. Vivint’s Home Damage department has agreed to send an HVAC technician to Mr. [redacted]’s home. A representative from Vivint’s Home Damage department will reach out to Mr. [redacted] to discuss this matter further. 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 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: June 19, 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 his alarm system has not operated correctly despite numerous technicians sent to his home. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty and a refund of all monies paid to Vivint. Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty and waive the past due balance on his account. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on June 19, 2014. By signing his Agreement Mr. [redacted] agreed to pay a monthly service fee of $69.99 plus any applicable taxes throughout a term length of forty-two (42) months. Section three of the Agreement states that “We do not warrant that the system cannot be defeated or compromised or that it will always operate”. Vivint relies on its customers to inform Vivint of any issue that arises so the matter can be resolved. Since Vivint has been providing monitoring service to Mr. [redacted]’s alarm system a refund of all monies paid to Vivint is not warranted. Nevertheless, Vivint agrees to the above 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

Revdex.com:
I have reviewed the response made by the Vivint business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Vivint contacted me the next day after my complaint.  They agreed, I was long time customer and provided timely payments.  They also agreed to eliminate the accumulated fees and remove any future fees payments.  The monthly payment returns to the $39.99 per month with out any added fees that I agreed upon in the beginning of the new contract.  Thank you for your prompt assistance.
Sincerely,
[redacted]

January 27, 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: May 21, 2015                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that Vivint did not show up to multiple and previously scheduled appointments for the installation of the system at his new address. He further explains that Vivint did not correctly install the sensors. Mr. [redacted] requests cancellation of his account.   Although Mr. [redacted] is still within his term of his agreement with Vivint, Vivint has agreed to cancel Mr. [redacted]’s account upon receipt of the equipment. Vivint advises Mr. [redacted] to contact the representative that has attempted to contact him via phone and email so that an appointment may be scheduled.   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 25, 2016 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 25, 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 attempted to contact Mr. [redacted] via email and phone in an effort to resolve his concerns. At this time, Vivint is willing to immediately cancel Mr. [redacted]’s account. Vivint has also submitted a refund that should be expected to appear back in his account within 7-10 business days. If Mr. [redacted] has any questions or concerns, he may contact the representative that has 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: I moved into my new home on May 29th and have been without service for a month.  I was contacted by bivint and their solution was that they would be able to get a technician out no early than July 24th.  This is unacceptable.  They have oversold the market and are unable to fulfill the request of their current customers.  I spoke with Zach B[redacted] today and he advised me that I was on a priority list.  I have been told this multiple times.  I expressed my concern for the safety and security of my family.  I advised him that I have been extremely patient and given them ample opportunity to get a technician out to transfer service. I also advised Zach that I will give them one more week to resolve the issue or either I will need to go with another service to secure my home.  I expressed to them that they can have their equipment back and that I would like to be released from the contract without penalty due to vivint's inability to uphold their end of the agreement.  This is an unfortunate situation, but the protection and security of my family is my number one priority.  Zach also advised me that they would credit back to my account any funds that have been withdrawn from my account since May 28th, which is the right thing to do, but the fact that we still do not have service after a month is my major concern.  
Sincerely,
Christopher H[redacted]

December 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: October 30, 2017           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 had issues with the service. As such, she requests that the hard credit check be removed and a full refund of all monies paid.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 1, 2016       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: July 4, 2012                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he attempted to cancel his account; however, he was told he would have to pay for one more month. Mr. [redacted] requests immediate cancellation of his account.   Vivint has agreed to immediately cancel Mr. [redacted]’s account.   Vivint’s records indicate that Mr. [redacted]’s notice of cancellation on October 27, 2016. Pursuant to section 2.1 of the agreement, the notice of cancellation is to be received at least 30 days prior to the expected cancellation date. Therefore, his account was to be cancelled on November 27, 2016, 30 days from when the notice of cancellation was received.   Despite the information mentioned, 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

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.
I have talked with and turned over the equipment as requested, Vivint has canceld my account. Nothing further is needed![redacted]Sincerely,
[redacted]

March 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, 2008           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Ms. [redacted] stopped making her monthly payments after August 2014.  As such, the account was cancelled for non-payment on October 30, 2014, and was sold to an outside collections agency.  Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.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 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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 his complaint, Mr. [redacted] states that his internet service has been affect by multiple outages. Mr. [redacted] further states that the resolutions offer to him are unsatisfactory. Mr. [redacted] desires the cancellation of this account without penalty.  After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint Wireless has been cancelled and he has no further contractual obligation to Vivint. An appointment has been scheduled for the removal of Vivint’s equipment on May 28, 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 16, 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 2, 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] alleges that he scheduled a move of his system, and that Vivint rescheduled his appointments twice.  Mr. [redacted] desires cancellation of his agreement without penalty. Vivint’s records show that Mr. [redacted] first notified Vivint of his move on March 24, 2015.   A Vivint Field Service Professional was dispatched to Mr. [redacted]’s home on April 10, 2015, and on this date a new system was installed in Mr. [redacted]’s new home.  Mr. [redacted] was not charged a move fee, and was not required to extend the term of his Agreement.   A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $[redacted], which will cover two (2) months of monitoring fees.  Vivint apologizes for any undue delay in this process.Furthermore, Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he 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 $[redacted] each month, plus applicable taxes, during that term.  Mr. [redacted] has his system installed, and cancellation of the Agreement without penalty is not warranted at this time.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]

November 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 20,...

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 is having financial difficulty and can no longer afford the amount she pays monthly for Vivint’s service.  Ms. [redacted] desires cancellation of her Agreement without penalty, or a reduced monthly services fee.  At this time, to assist Ms. [redacted], Vivint is willing to reduce her monthly services fee by 25%.Vivint’s records indicate that Ms. [redacted] signed an Agreement with Vivint on April 20, 2016, in which she agreed to an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time; however, Vivint is willing to assist her in these new circumstances.  Ms. [redacted]’s monthly services fee will be $45.75, plus any applicable taxes, for the remainder of her Agreement term.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
9, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]             Vivint Account #: [redacted]             Date of
Agreement: May 27, 2015To Whom It May Concern:In her rebuttal, Ms.
[redacted] rejects
Vivint’s previous response. Ms. [redacted] alleges Vivint has no showed for
previous appointment before. Ms. [redacted] desires the cancellation of her
account without penalty.   Vivint
maintains its stance in regards to Ms. [redacted]’s account. Vivint’s records indicate
a the prior service appointments Ms. [redacted] references in her rebuttal were
either not confirmed with Ms. [redacted] or the field service professional went to
her home and were unable to make contact with Ms. [redacted]. Repair
rather than cancellation is the best course of action with Ms. [redacted]’s
account. Vivint would like to offer Ms. [redacted] a free service appointment to
resolve her concerns. Should Ms. [redacted] wish to cancel her Vivint agreement
prematurely, she may pay off the remaining balance on her account – currently $[redacted],
however Vivint will take 25% off the payoff amount, bringing it to $[redacted].
If Ms. [redacted] wishes to take advantage of this offer, I would advise her 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]

March 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2017           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. Vivint request that Mr. [redacted] schedule an appointment for the removal of Vivint’s equipment An appointment has been scheduled for the removal of Vivint’s equipment on March 26, 2018.  Following retrieval of the equipment from Mr. [redacted]’s home, Vivint will refund him his payments, in the amount of $1,834.73.  $1,169.56 for a full refund of the equipment and half ($665.15) of monitoring fees paid 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

December 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 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 Vivint did not show to fix her door lock, so she requested cancellation. She was later told she could not cancel due to her Agreement length being 5 years. Ms. [redacted] further states she believed the Agreement was for only a year. Ms. [redacted] desires the account to be closed without penalty. Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] signed the System Purchases and Services Agreement. By signing the Agreement Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $69.99 each month during that term. Vivint has included a copy of this Agreement with their response for review. Vivint’s records further indicate Ms. [redacted] did inform Vivint of a door lock concern; however no appointment to replace the door lock was ever recorded. Vivint did agree to send a replacement in the mail, but Vivint never recieved a follow up call from Ms. [redacted] informing whether the piece of equipment arrived or not. However, Ms. [redacted] did request the account be placed on deferment. Vivint did place the account on deferment in November 2016; however this was after the original request. Given this information Vivint has agreed to cover the past due balance on the account. Cancellation of Ms. [redacted]’s account without penalty is not warranted. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2,589.63, however Vivint will take 55% off the payoff amount, bringing it to $1,165.33. If Ms. [redacted] wishes to take advantage of either 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

October 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: April 22, 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] states that her mother, who is the account holder, was told that her System Purchase and Service Agreement (“Agreement”) had a term length of one year but discovered that it was for longer and that her mother suffers from dementia preventing her from entering into an Agreement. Ms. [redacted] desires her mother to be removed from collections and for her Agreement to remain closed. Vivint agrees remove Ms. [redacted] (“Ms. [redacted]”) from all collection action and keep her Agreement closed as a gesture of goodwill. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. 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 April 22, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of thirty-six (36) months.  She also represented that she would pay a monthly monitoring fee of $49.99 plus any applicable taxes 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. Vivint could not have known about Ms. [redacted]’s medical concerns and her inability to enter into an Agreement. Nevertheless, Vivint agrees to the above 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

Complaint: [redacted]
I am rejecting this response because: Have not  seen refund and have called  card holder who also does not see refund from vivint, also am forced to wait for them to remove thier equiptment from my home.
Sincerely,
Michael C[redacted]