Vivint Smart Home Security

January 9, 2018       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 27, 2016                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she believes that the Vivint thermostat is to blame for her heat pump burning out. Ms. [redacted] requests that Vivint pay for the damage and cancel her service.   Vivint has previously investigated the [redacted]’s claim and has denied their claim as a thermostat couldn’t have caused that damage to take place. If the [redacted]s would like to appeal the denial, they may email [email protected].   Additionally, Vivint has previously offered to replace the motion detectors with a different piece of equipment. This offer is still available to the [redacted]s if they would like to consider different options.      Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on May 27, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $49.99 each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     As such, cancellation is not warranted. If Ms. [redacted] would still like to cancel her Agreement, she may pay off the remainder of her Agreement or have a friend or family member take over the Agreement.    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 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests.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 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, 2015To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] claims that his sales representative advised him to contact the representative directly in order to cancel the account, but that he never responded when Mr. [redacted] attempted to contact him to cancel.As stated in the contract that Mr. [redacted] signed on December 5, 2015, Vivint allows for a three (3) day cancellation period. In order to cancel during that period, the customer must provide a written Notice of Cancellation to Vivint. No such notice was ever submitted and Mr. [redacted] initially called Vivint to cancel past the 3-day cancellation period. By signing the Purchase and Services Agreement (“Agreement”), Mr. [redacted] represented that he understood the cancellation period, and accepted Vivint’s disclaimer that no statements or representations made by the sales representative may change the Agreement. Vivint has no record of an alternate cancellation method being offered, and thus is not warranted to cancel the account. Vivint maintains its stance on this issue. The matter of the debt owed is between Mr. [redacted] and the collection agency. 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]

Complaint: [redacted]
I am rejecting this response because:  According to the city of Mesa Arizona Ordiance 6-15 it clearly states that the alarm company (in this case vivint) must provide a copy of the the permit to the customer (in this case me).  I directly asked this question to the installer that set up the equipment and he said he was not aware of any permit.  Reguardless what the post install survey indicated.  The verbal response from the installer stated there was not.  Vivint is claiming that the post install survey MAY REQUIRE.  The installer said other wise and now after speaking with the City of Mesa I found out that it is a requirement under the above mentioned ordiance for them to provide a copy.  So in this case the cancelation is warranted.  Also I would like to point out the refund of $150 as stated in the response by vivint is false.  I have an email stating they were only going to pay $50 for a false alarm and the reason for this is because they failed to update my contact info when I provided it to them.  See the below email from vivint.  Also the $50 dollars that was supposedly reimbursed has never been recieved.  Email from vivint:_________________________________________________________________________...⇄ you requested reimbursement for false alarm charges incurred when emergency services were dispatched to your address. We have carefully researched the incident(s), and have come to an appropriate resolution.We are happy to report that this specific request for reimbursement has been validated. A credit adjustment in the amount of $50.00 has been applied to your Vivint account. We want to remind you that, although we have approved this reimbursement, you are still responsible for paying this amount to your city directly.If you have additional questions about this issue, please feel free to contact us at any time.Sincerely,Vivint Customer Care____________________________________________________________________________...⇄ I responded to the email from vivint clarifying my request and have not heard anything in return and that was back on Jan 5th.  So there statement of refunding my the $150 dollars is a clear lie.I am still requesting $150 either paid to me or the City of Mesa on my behalf to pay for there faulty business practices resulting in fees to me and to be let go from the contract with no early termination.
Sincerely,
[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

October 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 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 has applied a credit to Ms. [redacted]’s billing account in the amount of $53.36. An appointment for a Vivint technician to inspect and repair Ms. [redacted]’s security system has been scheduled for October 28, 2017. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. 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]

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,
Melisa B[redacted]

April 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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 with Vivint Wireless has been unreliable and that this issue has not been resolved despite his many attempts.  Mr. [redacted] desires cancellation of his contract with Vivint Wireless. Vivint’s records show that Mr. [redacted] has recently notified Vivint Wireless of his technical concerns, and a Field Service Professional was dispatched to his home on March 29, 2015.  Vivint Wireless believes that this matter was resolved on site during the visit.  If Mr. [redacted] is still experiencing problems with his internet service, he may contact Vivint Wireless at ###-###-#### to discuss further repair or cancellation options.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 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, 2008        Date of Addendum: August 25,...

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] alleges that she has been attempting to cancel her account with Vivint but that nobody called her to follow up on this request.  Ms. [redacted] has been advised that she is still in the term of her contract, but she does not recall signing a new contract since 2009. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on August 25, 2014, Vivint spoke with Ms. [redacted] regarding her alarm service.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement with a reduced monthly rate.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Although this verbal extension of Ms. [redacted]’s Agreement is legally binding, Vivint would like to assist Ms. [redacted] in this matter.  At Ms. [redacted]’s request, Vivint has cancelled her account.  Ms. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 14, 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 9,...

2012        Date of Addendum: January 16, 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 recently had a fall and could not get the medical pendant or the emergency button on the panel to work. Mr. [redacted] believes that his medical pendant and emergency button were never programmed, and he desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty.At this time, Vivint has cancelled Mr. [redacted]’s Agreement at his request.  A representative from Vivint has attempted to contact him and has sent him an email with contact information.Vivint’s records show that on May 9, 2012, Mr. [redacted] signed his Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on January 16, 2016.  Mr. [redacted] represented that he was interested in extending the term of his Agreement in exchange for a reduced monthly rate.  Based upon this representation, Vivint offered a thirty-six (36) 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 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. Vivint’s records show that Mr. [redacted]’s medical pendant and emergency feature on his alarm panel were programmed and monitored correctly, and Mr. [redacted] did not notify Vivint of his concerns with the emergency equipment prior to this complaint.  However, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 16, 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: October 14, 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] explains that his dad’s name, [redacted], was fraudulently placed on the account. Mr. [redacted] requests cancellation of the account without penalty.      At this time, Vivint has agreed to remove Mr. [redacted]’s name from the account. Mr. [redacted]’s name will remain on the account.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on October 14, 2015.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $69.99 each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Vivint’s records further indicate that both, Mr. [redacted] and Mr. [redacted] signed the System Purchase and Services Agreement document. Vivint has no record of Mr. [redacted] notifying Vivint that he no longer wished to have Mr. [redacted]’s name on the account until recent.   Due to the information above, cancellation without penalty is not warranted. However, in an effort to assist Mr. [redacted], Vivint will lower the amount past-due by 50% bringing the total from $250.54 to $125.27.   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

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]

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

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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Dane D[redacted] Vivint Account #: [redacted] Date of Agreement:  May 17, 2014 To Whom It May Concern:I have reviewed the information provided by Mr....

Dane D[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. D[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress and a resolution will be reached to Mr. D[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 *. 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]

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