Vivint Smart Home Security

September 17, 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 23, 2011        Date of Addendum: June 3, 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 fulfilled her original agreement with Vivint, but Vivint will not cancel her account. Ms. [redacted] desires the cancellation of the account.Vivint’s records show that on July 23, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on January 23, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 2, 2014.  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 twenty-four (24) 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 twenty-four months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Cancellation of Ms. Snyder’s agreement without penalty is not warranted at this time.  However, in an effort to assist Ms. [redacted], Vivint has agreed to cancel Ms. [redacted]’ account.  Ms. [redacted] no longer has any contractual 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]

May 18, 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: August/11/2011            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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

March 3, 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 18, 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 matter has been resolved to Mr. [redacted]’s satisfaction. n appointment is scheduled for March 17, 2017.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

March 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2017                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. It is my understanding that Mr. [redacted]’s Vivint security system is properly functioning and that Mr. [redacted] has taken advantage of having Vivint technicians sent to his home. However,  a Vivint Field Service Professional is scheduled for April 3, 2018, to repair or replace Mr. [redacted]’s Vivint repeater. After this appointment, Vivint will not send any additional Field Service Professionals to his home.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. This correspondence is the first time Vivint has even remotely been cooperative about cancelling the contract, even the day this was reported to the Revdex.com of Utah they were very defiant towards me on the phone!I am retaining a copy of this letter for future reference and ask that the Revdex.com of Utah leave this case open for at least 6 months in the event they try and send me to collections as they have so many others!As of March 29,2017 after and only after receiving this response on March 28, 2017 I contacted my financial institute and cancelled any and all future auto payments with Vivint as the letter stated effective immediately on March 28,2017 Vivint System has been cancelled and as of said date I am no longer financially obligated to Vivint!
Sincerely,
[redacted]

October 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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 Ms. [redacted] and appreciate the opportunity to respond. Vivint records indicate that Ms. [redacted]’s payment of $377 was received on September 25, 2017. Therefore, in accordance with Vivint’s earlier letter Vivint agrees to annul the verbal extension to Ms. [redacted]’s Agreement. Ms. [redacted]’s account will continue month to month and can be cancelled by her with thirty (30) days prior written notice. A copy of this letter has been mailed to Ms. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 13, 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: July 18, 2011             Date of Addendum: August 7, 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] explains that she has relocated due to medical reasons. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on August 7, 2014.  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 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.   Despite the information mentioned, 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 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 1, 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 promised a free move by her sales rep. Ms. [redacted] desires a free move of her system. Vivint will honor Ms. [redacted]’s promise for a free move. I would advise Ms. [redacted] to call into Vivint to schedule a time for a technician to come to her new home and install her security equipment. This installation will have no cost. However Vivint will require Ms. [redacted] to remove her main panel and take it with her to her new address or schedule a time for a Vivint technician to remove the main panel from the address that it is located and take it to her new home, this appointment will also have no fee. 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]

August 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #:[redacted] Date of Agreement: June 14, 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 reached out to Mr. [redacted] to address his concerns. Vivint believes this matter will be resolved to Mr. [redacted]’s satisfaction once he has received the check that was sent to him to pay off his previous alarm contract. 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

August 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Kevin D[redacted]  Vivint Account #: [redacted] Date of Agreement: June 21, 2015           To Whom It May...

Concern:I have reviewed the information provided by Mr. 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 will be resolved following an appointment scheduled for August, 22, 2015. 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]

Complaint: [redacted]
I am rejecting this response because:I am asking that the survey document or phone call recording be provided to me by sending the file to this email address. I am not interested in spending any more of my time on hold and/or dealing with any of the employees of this clearly unscrupulous company. Technology exists for this to be a very simple and completely do-able request. Also, I did not infer that the contract was altered. I stated that the number "42" was written in AFTER the verbal agreement between the door-to-door salesperson and myself for a 3 year (36 month) contract was discussed. I had signed the contract without noticing that the number written by the salesperson was different than what was discussed. From the first time that I did notice this discrepancy, I have consistently, and will forever continue to, reported my surprise and dissatisfaction with this deceptive sales practice on the part of Vivant. I am certain that I am not the only customer reporting this same complaint. I continue to insist that the contract be immediately cancelled and have alerted both my bank and credit card companies to not accept further ACH charges from Vivant. 
Sincerely,
[redacted]

June 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  Kevin [redacted] Vivint Account #: [redacted] Date of Agreement:  July 30, 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 has had equipment complications and multiple billing issues with his account, both with his new move and at the time of his initial installation.  Mr. [redacted] alleges that he was never given a promised credit of $99.00, and that he was not given his full refund for the amount his account was overcharged for equipment at the time of installation.  Mr. [redacted] further alleges that he has received conflicting information regarding the cost of equipment.  He desires cancellation of his agreement without penalty, an explanation of all costs associated with his account, and all promised credits refunded to him.  Vivint’s records indicate that Mr. [redacted] and Vivint’s sales representative agreed upon installation of extra equipment at an additional cost.  At the time of installation, however, it was discovered that Mr. [redacted] would not need the extra equipment that he had been invoiced for.  Mr. [redacted]’s initial invoice was therefore higher than the cost of his installed equipment.  Vivint applied a credit to Mr. [redacted]’s account to correct this discrepancy, and a refund was sent back to Mr. [redacted]’s credit card on file in the amount of $[redacted].  The amount of this refund reflects the difference between Mr. [redacted]’s first payment ($[redacted]), and the amount that the payment should have been ($[redacted]), which includes the activation fee and monthly monitoring fees due at the time of the refund.  A representative from Vivint has recently attempted to contact Mr, [redacted] in an effort to resolve this matter.  To assist Mr. [redacted], Vivint has applied the requested credit of $99.00 to the billing account, as well as a credit to cover one month of service.  Vivint would like to apologize for any inconvenience or misunderstanding regarding the billing of Mr. [redacted]’s account.  Should Mr. [redacted] desire a more detailed description of his payments and costs, he may request this from the representative who has emailed him.Furthermore, Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-eight (48) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation 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 *. [redacted]

March 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: August 1,...

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 had complications with his security system that have not been resolved, and that Vivint promised that he could cancel his Agreement if one last technician came to his home and could not fix the problem.  Mr. [redacted] explains that he had a technician at his home and the system is still not fixed, but Vivint will not cancel his Agreement.  He desires cancellation of his Agreement without penalty. To assist Mr. [redacted] in this matter, Vivint agrees to reduce his monthly services fee by 30% for the remainder of his service term.  Vivint is also willing to continue working with Mr. [redacted] to get his doorbell camera working.Mr. [redacted] signed an Agreement on August 1, 2017 with an initial term of sixty (60) months.  This Agreement states that Vivint does not warrant that the system will always operate, and that it is the customer’s duty to notify Vivint of any problems with the system and to schedule service visits to address issues.  Vivint’s records show that Mr. [redacted] has notified Vivint of problems with his doorbell camera.  A Vivint technician was sent to his home on December 30, 2017 and the doorbell camera was replaced.  Mr. [redacted] notified Vivint that he was still having problems with the camera on March 1, 2018, and Vivint advised that if a technician confirmed that the system was not serviceable, Mr. [redacted] could cancel his Agreement.  A technician came to the home on March 6, 2018 and he recommended installing a new router to improve the internet connection to the camera.  Mr. [redacted] was not willing to acquire a power strip to use for the router, so Vivint was not able to complete the recommended repair.  Mr. [redacted]’s security system is communicating properly, so it has not been deemed unserviceable.  Mr. [redacted] may contact Vivint to complete the addition of a router once he has a way to plug it in.Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution.  Mr. [redacted]’s monthly services fee has been reduced by $15.00 so he will not be paying for the camera service, even if the internet connection improves.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 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 31,...

2015                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had complications with her cameras for over a year, and that these issues have not been resolved.  Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty and a refund for downtime of her system. At this time, Vivint has applied a credit of $100.00 to Ms. [redacted]’s account, for any downtime of the cameras at her previous home (she made 10 monthly payments and the camera service was $10 per month).  Ms. [redacted] has moved and a Vivint technician installed a system in her new home on June 25, 2016.  Another inspection of the new system was completed on June 29, 2016.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve her concerns.  Ms. [redacted] may contact this representative directly if she has any further questions or concerns with her new system.  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.
Sincerely,
[redacted]

July 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Doug C[redacted]  Vivint Account #: [redacted]  Date of Agreement: April 25, 2015        To Whom It May Concern:In his rebuttal, Mr. C[redacted] alleges that Vivint’s field service professional did not provide adequate service, and as such Mr. C[redacted] had to call in to Vivint’s Customer Care department to resolve his concerns. Mr. C[redacted] desires an additional $100.00 credit on top of the downtime credit Vivint has previously offered.   Vivint values and appreciates Mr. C[redacted]’s feedback about his field service experience. Mr. C[redacted]’s feedback has been submitted and the appropriate action is being carried out. Vivint’s records confirm Mr. C[redacted] was able to resolve the concerns over the phone with Vivint’s Customer Care. Prior to Mr. C[redacted] appointment with a Vivint field service professional, a Vivint representative reached out to Mr. C[redacted] in an effort to resolve his concerns. This representative also followed up with Mr. C[redacted] after the scheduled appointment to ensure any addition concerns were taken care of. Mr. C[redacted] account was credited three months of service for system down time. Vivint would like to assist Mr. C[redacted] further in regards to his additional concerns; Vivint has applied an additional month of credit to Mr. C[redacted]’s 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: [redacted], 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.
Sincerely,
[redacted]

December 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, 2015          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he no longer trusts Vivint and would not like to upgrade his internet service to accommodate the cameras that are part of Vivint’s system. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Vivint maintains its position that cancellation of the Agreement without penalty is not warranted at this time, pursuant to Mr. [redacted]’s duties under the signed Agreement and his representations to Vivint that he understood those duties.Vivint has waived the past due balance on Mr. [redacted]’s account in the amount of $[redacted], to assist him at this time.  If Mr. [redacted] is not willing to work with his internet provider so Vivint’s cameras can work at his home, Vivint is willing to send a field service professional to Mr. [redacted]’s home at no charge, to downgrade the package and remove any equipment that is not able to be used. This downgrade would reduce Mr. [redacted]’s monthly monitoring rate accordingly. I would advise him to call Customer Loyalty at ###-###-####, if he would like to accept this offer and 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: ###-###-####, 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. I find it regrettable that this was the only way to get this business to make the situation right.
Sincerely,
[redacted]

August 15, 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 28, 2016           To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she was never contacted by Vivint to resolve this issue and that she had received the refund spoken about in the original complaint but that she would like Vivint to put her old system back in her home.Vivint’s records indicate that a Vivint representative contacted Ms. [redacted] via the email address she provided in her complaint on August 8, 2016. Regarding the old equipment in Ms. [redacted]’s home; at the end of the contract that equipment became the property of the homeowner to do with as they please. At this time the equipment remains the responsibility of the homeowner. Ms. [redacted] may contact the Vivint representative that 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