Vivint Smart Home Security

May 2, 2017Revdex.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. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

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

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

April 1, 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. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint has agreed to the cancellation of his internet service without penalty, and retrieved the equipment on March 26, 2016. If Mr. [redacted] has any additional questions or concern, he may contact Vivint Wireless’ customer service 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]

December 23, 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 11, 2007        To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she cancelled her Agreement with Vivint at the end of her term, but that Vivint charged her for service the month after her written notice was sent.  Ms. [redacted] desires a refund of $47.52 and written confirmation that her account is cancelled.  Vivint’s records indicate that Ms. [redacted] provided her written notice of cancellation to Vivint on November 17, 2015, and that her account was cancelled on December 18, 2015.  A payment was automatically drafted from Ms. [redacted]’s credit card on December 15, 2015, before the cancellation was processed.   At this time, Vivint will send a refund in the amount of $47.52 back to the credit card on file, to refund this payment.  I apologize for any inconvenience this may have caused Ms. [redacted].Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  Vivint has sent an email to the address provided on this complaint, to confirm cancellation of the account.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
The company representative  said that they were taking over another company  to ([redacted]) to gain a customer  not only was my husband present my both daughters heard the conversation, also the Account was placed in my name and I recieved the bill to prove and I would not spell my name wrong,they already had my information,and also never reci3ved a copy  of the contract. A representative  was to email me a copy I called back because no was attach so I would to proceed to the next step please 
I am rejecting this response because:
Sincerely,
[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]

Have still been unable to make contact with Vivant.   I will try again today.  They always just put me on hold indefinitely.  I would like to have the account cancelled without them charging us for another six months.  What is so frustrating is having to pay for service that we are not getting in the first place.  They won't give us a refund for the amount of time they weren't monitoring the service and I don't feel they should be able to keep taking payment for nothing. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

January 6, 2017       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: November 1, 2016                                                                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 representative and Mr. [redacted] have agreed upon a resolution. A refund has been issued and will arrive within 7-10 business days. Additionally, an appointment has been scheduled for the removal of the equipment from Mr. Johnson’s home after which his account will be cancelled.   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, 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: April 20, 2011             Date of Addendum: May 29, 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] explains that he believes his contract was over in May 2016; however, he has been unable to cancel his account. Mr. [redacted] requests Vivint to stop drafting his bank account.   Vivint has agreed to immediately cancel Mr. [redacted]’s account.   Vivint’s records show that on April 20, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Mr. [redacted] regarding his alarm service on May 29, 2013.  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 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

February 23, 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, 2016           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he has had difficulty having his system moved to his new home and installed at no cost as the sales representative told him. Mr. [redacted] would like his system installed at his new home at no charge.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’ satisfaction. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 30, 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] alleges that she was misled by a Vivint representative regarding the term of her agreement. Ms. [redacted] desires the cancellation of her account without penalty.   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 May 30, 2015.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-eight (48) 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.     Cancellation without out penalty is not warranted at this time. 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]

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. Even though Vivint has promised to reimburse us for having to call a heat and air technician out to check why the heat wasn't working during the 5 degree weather, they have not done so as of this date. 
Sincerely,
[redacted]

May 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, 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] states that after a small fire in his home, he was informed that his Vivint smoke detector was not connected to his is Vivint Go Control Panel. Mr. [redacted] desires a refund of all monies paid to Vivint during the last two years. After further review, Vivint’s records show that Mr. [redacted] called into Vivint on March 21, 2015 in regards to his smoke detector. Mr. [redacted] notified a Vivint representative that he would like to disable his smoke detector due to low battery and tamper alerts he was receiving. The Vivint representative advised of the danger, and made sure Mr. [redacted] understood the risks involved with disabling his Vivint smoke detector. Despite this information, Mr. [redacted] insisted that his Vivint smoke detector be disabled. A refund of all monies paid to Vivint during the last two year by Mr. [redacted] 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: (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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me. I have no choice but to accept the resolution. Thank You!!
Sincerely,
[redacted]

November 7, 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 24, 2011                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In her complaint, Mr. [redacted] explains that he has attempted to cancel her account; however, he has been unable to cancel his account. Mr. [redacted] requests cancellation.     Vivint’s records indicate that Mr. [redacted]’s account was cancelled on October 27, 2017. Mr.  [redacted]’s account balance is zero and he 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

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]

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]

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