Vivint Smart Home Security

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]

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

August 22, 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 11, 2011           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 and canceling her account. Ms. [redacted] requests that her account be canceled.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of August 22, 2016. Ms. [redacted] no longer has any obligation to Vivint. 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sarah H[redacted] Vivint Account #: [redacted] Date of Agreement: June 02, 2015          To Whom It May Concern:I have reviewed the...

information provided by Ms. H[redacted] and appreciate the opportunity to respond. In her complaint, Ms. H[redacted] alleges that she was misled by a Vivint representative regarding the Right of Rescission period of her agreement. Ms. H[redacted] further alleges that she has not been allowed to cancel her agreement. She desires the removal of the equipment and the cancellation of the Agreement.   Vivin’s records indicate that Ms. H[redacted] signed the Purchase and Service Agreement on June 02, 2015. At the bottom of the Agreement, there is a “Notice of Cancellation” form that provides that Ms. H[redacted] may cancel the Agreement within three days for any reason.  Indeed, on the front of the Agreement it clearly states that Ms. H[redacted] could “CANCEL THIS [AGREEMENT] WITHOUT ANY PENALTY OR OBLIGATION, WITHIN THREE (3) BUSINESS DAYS.” Ms. H[redacted] did not have to have a reason for this cancellation, but did have to exercise this right within the three day period by sending the “Notice of Cancellation” form on the Agreement to Vivint, Inc.  Yet, despite this right, Ms. H[redacted] did not attempt to cancel the Agreement until July 15, 2015, nearly six weeks after Ms. H[redacted] entered into the Agreement. Vivint’s records indicate that prior to the installation of any equipment, a telephonic Pre-Installation Survey was completed 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 the required Pre-Installation Survey being completed on June 02, 2015. During the recorded Pre-Installation Survey, it was represented that Ms. H[redacted] understood and agreed to the initial term of forty-two (42) months.  It was also represented that Ms. H[redacted] would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, it 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 these representations to ensure that Ms. H[redacted] understood her commitments to Vivint as outlined in the Agreement. As this is what Vivint’s records reflect, cancellation of Ms. H[redacted]’s 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, Nathan *. W[redacted]

September 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 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] alleges that he has had multiple false alarms due to preexisting equipment and that he is no longer using the security equipment after moving from the installed residence. Vivint’s records indicate Mr. [redacted]’s false arms were caused by preexisting equipment. Vivint does not have a warranty for preexisting equipment. On January 1, 2015 Mr. [redacted] called in to notify Vivint of the issues with the preexisting equipment, at that time Mr. [redacted] was informed that he would have to purchase additional sensors to replace his existing equipment. However, Vivint will agree to cancel Mr. [redacted]’s Agreement prematurely if Mr. [redacted] agrees to pay off his past due balance. Upon receiving the final payment Mr. [redacted] will be sent a formal letter of cancellation and will have no further obligation to Vivint. Mr. [redacted]’ past due balance is in the amount of $[redacted]. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 30, 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: May 28, 2012                                                                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 agreed to a verbal extension; however, she no longer wishes to be under contract with Vivint. Ms. [redacted] requests that her account be cancelled without penalty.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s complaint without penalty.   Vivint’s records show that on May 28, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on September 2, 2016.  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

October 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 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]’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]

May 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 30, 2014           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] explains in his response that he still desires the outcome requested in his original complaint. Mr. [redacted] requests that all payments be refunded do to the system not working properly.Vivint’s records indicate that Marie [redacted] called in to test the system on August 20, 2014, and the results of the test were that the system was operational. After that date Vivint has not received any notifications to any issues with this system.  Due to the fact that we have record of a system test stating that the system was working properly and that after that system test Vivint never received any notification that the system was not working, and therefore not getting an opportunity to fix any issues the system may have been experiencing, Vivint cannot refund any payments associated with this account. However, in an effort is assist Mr. [redacted] Vivint can clear all balances on the account as well as cancel the account and contract without any additional payments.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 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 5, 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 this matter has been resolved to Mr. [redacted]’s satisfaction. If Mr. [redacted] has any additional questions, he 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

November 22, 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 27,...

2017                         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 not been able to use his existing wired sensors with his Vivint system as he was promised at the time of sale.  He explains that Vivint’s resolution has been to install wireless sensors, but he does not want that.  Mr. [redacted] further states that he had to pay a $125.00 fine because Vivint failed to register his alarm with the state of New Mexico.  He desires cancellation of his Agreement and removal of Vivint’s system from his home. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns.  Vivint dispatched a technician to his home on November 21, 2017 and the technician was able to add a second takeover module and inspect the system to ensure that the wired sensors will work with Vivint’s system.  In addition, I will send Mr. [redacted] a check in the amount of $125.00 to reimburse him for the fine he describes.Vivint’s records show that Mr. [redacted] signed an Agreement on May 27, 2017 with an initial term of sixty (60) months.  This Agreement states that Vivint does not warrant any work or products provided by the customer or a third party used in connection with the system (Section 3).  It also states that it is the customer’s duty to obtain and keep in effect all permits or licenses that may be required for the installation and operation of the system (Section 12). Mr. [redacted] is within the initial term of this Agreement and cancellation is not warranted at this time; however, Vivint agrees to the above resolution.  Vivint has made every effort to provide the type of service Mr. [redacted] desires by integrating his existing sensors with Vivint’s system.  He may expect his $125.00 check in the mail in 7-10 business days.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: I do not need security at the moment. I'm living with someone who already has security. I did everything in my power to find someone who needed security to take over my account but y'all denied her. I do not plan on moving no time soon so paying for it is not an option any more. Come collect the equipment and reduce my contract to 12 months please. I was in a very bad situation and things could have been worst.  Many times when the alarm was triggered off it's because I was getting beat. I finally got the courage to walk away please have a heart.  God Bless. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My wife and I did agree to pay for security services absolutely and that isn't have ever have been the issue. The issue is we the customers have been lied to multiple times about promises THEIR sales person made. Vivint has their sales people make promises that will be null and void once the contract is signed because the contract states Vivint wont honor verbal deals made by the sales group in their fine print. I wasn't aware nor made aware of any such fine print. This is deceptive sales and business techniques to pray on customers who want to do nothing but protect their families, these same techniques can be found on some other 3000 complaints against this company along with the fraud alerts of door to door sales happening from companies based out od UTAH for security systems. Additionally the uninstall and reinstall times and business were completely flip flopped, vivint showed up to install my system at the old house which was to be removed and vise versa. During the uninstall the technician blew the existing door bells transformer and I currently nonoperational and nothing has been done to fix it. This has nothing to do with our abilities to pay the monthly fees, this has everything to do with the deceptive sales nature, the misrepresenting of facts and procedures and trying to bully customers into thinking they have no recourse. I will not accept the status quo and wont be lied to, deceived or bullied. For these reason I want my contract terminated without penalty, and I have no problem speaking publicly on this matter maybe then all complaints will have a voice..            
Sincerely,
[redacted]

August 9, 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 11, 2017           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 during the installation of his equipment the technician damaged his home. As such, Mr. [redacted] requests that Vivint cover the cost of repairs to his home.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 Ms. [redacted] signed an agreement with Vivint on July 11, 2017. Ms. [redacted] agreed to section six of the agreement “6. Installation of the System.” Where it states, “We (Vivint) are not responsible for cosmetic blemishes to walls or wall coverings arising from the installation of any devices.” Vivint’s records further indicate that a Claim Resolution Representative reached out and explained to Mr. [redacted] that the holes in his home were necessary for the installation of the Vivint equipment. Due to the information above, Vivint does not have any obligation to cover the cost of repairs. 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

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: June 9, 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 was told that he would receive outdoor cameras free of charge but Vivint has not installed them. Mr. [redacted] desires his outdoor cameras to be installed. Vivint’s records indicate that Mr. [redacted] entered into his System Purchase and Services Agreement (“Agreement”) on June 9, 2016. During the initial conversation to obtain a Vivint alarm system Ms. [redacted] was informed that Vivint would provide either a doorbell camera and an indoor camera or two indoor cameras. Since Ms. [redacted] had already purchased a doorbell camera for her home she decided to obtain two indoor cameras. Outdoor cameras were not discussed during the sales process. Vivint is willing to install two pieces of home automation equipment which include indoor cameras, garage door opener, door lock, or a doorbell camera. Or Vivint will agree to install one outdoor camera for a nominal installation fee of $99. Should Mr. [redacted] desire to take advantage of this offer he may contact Vivint’s Customer Care department to schedule an 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: (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

October 10, 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 rebuttal, Mr. [redacted] states he did not receive confirmation from Vivint or from Equifax that the credit inquiry was removed from his credit report. Mr. [redacted] request for the credit inquiry to be removed completely from his credit report.Vivint has received confirmation from Equifax and from the customer that the inquiry was changed to a soft inquiry. These types of credit inquires do not require authorization from a consumer. Accordingly, Vivint believes this matter has been 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2013                         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.  To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $95.98, which will cover two (2) months of monitoring fees.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 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2012           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. It has been agreed that Vivint will immediately cancel the account. 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

June 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 2, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter will be resolved to Ms. [redacted]’s satisfaction upon her receiving a refund of $273.97, Vivint will provide her with a tracking number for her refund once one becomes available. 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

January 19, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]. [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 30, 2010                                                              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]