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February 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: January 4, 2010           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 he has had difficulty trying to put his account on hold until he moves into his new home. Mr. [redacted] requests help in resolving this situation.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted] satisfaction. Mr. [redacted]’s account has been cancelled. Once Mr. [redacted] moves into his new home he may contact Vivint’s sales department to set up a new account. Mr. [redacted] may contact the Vivint representative who reached out to him 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 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

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]

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]

January 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 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]

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]

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 at this time. The cancellation was processed after the complaint was filed despite the business response leading someone to believe otherwise. I have been in the position twice before. The true test or resolution will come on the next normal billing date to ensure I am not charged again. If I am charged again, I will open another complaint and reference this one as well. Thank you for your help in resolving this matter.
Sincerely,
[redacted]

March 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2015          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] alleges that his sales representative informed him that a full warranty on existing equipment was part of his System Purchase and Services Agreement (“Agreement”) with Vivint Inc (“Vivint”). Mr. [redacted] desires this verbal promise honored or cancellation without penalty of his Agreement. To assist Mr. [redacted], Vivint is willing to provide two free sensors to Mr. [redacted] and will waive any fee(s) associated with scheduling a technician to come out and replace the two sensors. A representative has reached out to Mr. [redacted] and he may contact this representative or he may call into our Customer Care department as ###-###-#### to schedule a technician. For future instances and information, 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 August 8, 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 $[redacted] 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.  No additional promises were 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 warranty does not cover pre-existing equipment and should Mr. [redacted] require equipment to be replaced that was not supplied by Vivint, Mr. [redacted] would be required to pay for this equipment.  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]

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 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: September 9, 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. 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]Chief Compliance Officer

February 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 25, 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] states that he requested cancellation of his account prior to the end of his initial term, but Vivint’s method to request cancellation in inconvenient. Mr. [redacted] desires for his account to be closed and the payment due for February 2017 waived. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on July 25, 2013, in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on February 10, 2017, and his account was invoiced for the last month of service on February 10, 2015.  Despite this information, Vivint has agreed to close Mr. [redacted] account and waive the final payment.  Mr. [redacted] no longer has any obligations 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

Complaint: [redacted]
I am rejecting this response because: I have called and have requested several times to get my system fixed.  The last time I called I spent almost 2 hours and got off the phone more distracted than I was when I placed the call and with no appointment to fix my system until 11/2  to 2 months.  Help me understand how that timeframe of waiting for service repair is resonable particully when I have of yet the opportunity to experience a fully properally working security system consitantly since I had it.  Additionally, my request for partial refund for the over one year of me paying $70 dollors a month for receipt of partial services from Vivint.  Worst Customer Service I Have Ever Experienced With A Company.  
Sincerely,
Natasha D[redacted]

December 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 8, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that, at the time he signed up with Vivint, he had a few months left with the military and was advised that he would be able to cancel his Agreement in the event that he was discharged.  Mr. [redacted] further states that he has recently requested cancellation but Vivint continues to charge him.  He desires cancellation of his Agreement without penalty and a refund of payments made since he notified Vivint of his discharge.  A representative from Vivint has reached out to Mr. [redacted] via email in an effort to resolve this matter.  Vivint is willing to cancel Mr. [redacted]’s account and waive the past due balance if he will provide documentation of military orders.  Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement on May 8, 2015, in which she represented that she understood and agreed to an initial term of forty-two (42) months and a monthly services fee of $74.99 each month, plus applicable taxes, during that term.  No monthly payment has been made since September 2016 and as such, there is a past due balance of $263.82 on the account.  Vivint has not received documentation of military orders that would warrant premature cancellation of the Agreement.Vivint agrees to the above resolution.  Mr. [redacted] may send a copy of his orders directly to Vivint’s representative via email, and his request for cancellation will be reviewed. 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 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

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

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

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]

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]

April 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 6, 2011           To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. Mrs. [redacted]’s Vivint account has been cancelled effective immediately. Mrs. [redacted] has no financial obligation with 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

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