Vivint Smart Home Security

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 mePlease send me something in writing letting me know that I do not owe Vivint any money, that my contract is cancelled with them, along with the effective date and that my account has been removed from any and all collection agencies Sincerely, [redacted]

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Carrie A [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, To Whom It May Concern: I have reviewed the information provided by MsCarrie A [redacted] and appreciate the opportunity to respondIn her complaint, MsA [redacted] alleges that the equipment in her home was not functioning properly, and due to this alleged malfunction was unable to respond properly to a breat the homeMsA [redacted] desires compensation for the property stolen at the time of the break in, cancellation of the Agreement, and removal of the equipmentRecords indicate that MsA [redacted] has notified Vivint of this concernA claim was opened through Vivint’s Alarm Events department and the matter was investigated by a claims specialistThe investigations, – and Vivint’s records – indicate that the cameras were serviced on April 10, MsA [redacted] did not make Vivint aware that the cameras had issues until July 02, – after the breoccurredFurthermore, an event log pulled on July 13, for panel activity reveals that the system had not been armed for a period of at least two months prior to and after the break-inWithout arming the system, Vivint is unable to protect and monitor the homeVivnt will not be held liable for any missing or stolen propertyAdditionally, Section of the Purchase and Service Agreement which MsA [redacted] agreed to and signed, outlines the Customer Duties which state, “you (MsA***) will test the System’s protective devices and send test signals to the Center in accordance with our (Vivint’s) instruction at least monthly if a problem in the System occurs, you will notify us.” As stated previously, Vivint was not made aware of the camera troubles until after the breon July 02, Vivint has since scheduled a service appointment on August 15, to resolve the issues which MsA [redacted] had citedThe notes indicate that the service visit has resolved the issues with the equipmentGiven the circumstances, Vivint will place a credit on MsA [redacted] account for two months, however, cancellation without penalty is not merited at this timeShould MrB [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist MrB***, Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ [redacted] Alternately, MrB [redacted] has been offered a reduced monthly rate by $for the remainder of his initial term If MrB [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at [redacted] , or he may contact the representative he has been working with directly.Should you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, Nathan *W***

February 14, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement Ms [redacted] desires cancellation of her Agreement without penaltyCancellation of Ms***’s agreement without penalty is not warranted at this timeVivint’s records indicate that Ms [redacted] signed a System Purchase and Services Agreement on August 20, with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that termVivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason, and this period is extended for elderly customers Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,499.70; however, in an effort to assist Ms***, Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a reduced monthly rate by $for the remainder of her initial term If Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessarySincerely, [redacted]

January 26, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently contacted Ms [redacted] in an attempted to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’ satisfactionIf she has any further questions or concerns, she may contact Vivint’s representative directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 22, To Whom It May Concern: In her rebuttal, Ms [redacted] alleges that the third party contractor Vivint sent was unable to repair her HVAC system, and that Vivint’s attempt to remove its thermostat from her home further escalated the issue Vivint’s records confirm that Ms [redacted] notified Vivint of her concerns with the thermostat on many occasionsThe third party contractor that inspected Ms***’s HVAC system determined that the thermostat issue was caused by a problem with the HVAC system and not Vivint’s thermostat Vivint paid the service fee for that visit, but is not responsible for any repairs needed in regards to Ms***’s HVAC system.To assist Ms***, Vivint has cancelled her Agreement without penalty, and has processed a refund of her most recent payment in the amount of $ [redacted] Vivint also allowed Ms [redacted] to keep its thermostat and door lock at her home although the Agreement was terminated prematurelyVivint maintains its position that no further compensation is warranted, and believes this matter to be resolved If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

December 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, Date of Addendum: September 6, 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 her equipment is not working properlyMs [redacted] requests cancellation of her account Vivint has agreed to immediately cancel Ms [redacted] ’s account Vivint spoke with Ms [redacted] regarding her alarm service on September 6, 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

January 26, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is willing to waive the remainder of the contract and cancel the account upon the return of all Vivint equipmentMs [redacted] may contact Vivint’s representative directly or the Customer Care department in order to schedule this appointmentAfter which, Ms [redacted] will be under no further obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 6, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 29, To Whom It May Concern: I have reviewed the response from Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that the breaker was tripped before the other HVAC technician came to her home and when the technician turned the back on when the fire happenedMs [redacted] requests that Vivint pay the $to cover the cost of repairs plus and additional $200.00, totaling $and cancelation of her account with Vivint.Vivint agrees to send Ms [redacted] a check of $and cancel Ms [redacted] ’s account with Vivint upon the recovery of the equipment in her home.Because Vivint’s thermostat does not have the capacity to direct the VAC that damaged the HVAC system as explained by two HVAC technicians, and because the damage was done while another HVAC technician was working on the HVAC systemEvident by Ms [redacted] explaining that the breaker tripped before the HVAC technician came to her home, showing that the breaker was doing its job by preventing a power surge that would damage the equipment in her home, then the breaker being turned back on by the other HVAC technician allowed the surge to continue and damage the system and start the electrical fire that Ms [redacted] talks aboutBecause of these facts and because we are not able to get another HVAC technician out for a second opinion; Vivint paying Ms [redacted] $is not warranted.Despite these facts, and in an effort to assist Ms [redacted] , Vivint agrees to the above resolutionWhere Vivint will send Ms [redacted] a check of $and cancel her account with Vivint if Ms [redacted] will allow Vivint to recover the equipment in her homeIf Ms [redacted] would like to move forward with this resolution or if she has any questions she can contact the representative who previously reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 10, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 3, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she cancelled the account in account but Vivint continued to charge her for three monthsVivint has stated they will refund these payments, but Ms [redacted] has yet to receive this refundMs [redacted] desires a refund of the payments taken from her in October, November, and December of Vivint’s records indicate on January 2, 2018, a refund in the amount of $was sent back to the bank account on file, to refund the three months of monies paid to Vivint by Ms [redacted] Ms [redacted] ’s account is cancelled, and she has no further obligation to Vivint I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 9, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 30, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he has experienced equipment complications with his security system that have not been resolved Mr [redacted] further explains that he has paid for service while waiting for repair of his equipment He requests cancellation of his Agreement with no penaltyA representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve his concerns Vivint has agreed to send a final technician to Mr [redacted] ’s home at no cost to resolve his technical issuesIf Vivint’s technician is unable to resolve these issues and it is determined that Vivint is unable to provide the contracted service the equipment which was installed in Mr [redacted] ’s home will be removed and his account will be cancelledAn appointment has been scheduled for November 10, 2017.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 21, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that the number to contact Vivint is no longer valid and he wishes to cancel his System Purchase and Services Agreement (“Agreement”)Vivint has cancelled Mr [redacted] Agreement, as of the date of this letterMr [redacted] has no further obligation to VivintShould Mr [redacted] desire to contact Vivint with any other questions or concerns he may call Vivint ###-###-####If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jenny [redacted] Vivint Account #: [redacted] Date of Agreement: June To Whom It May Concern: I have reviewed the information provided by MsJenny [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that Vivint was not able to dispatch authorities to her home correctlyMs [redacted] desires to cancel the Agreement without penalty Vivint’s records show Ms [redacted] has notified Vivint of this concern, and the issue has been attended to and resolved.Should you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, Nathan * [redacted]

February 28, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionHe may contact Vivint’s representative if he has any additional questions or requestsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Amber W*** Vivint Account #: [redacted] Date of Agreement: May 7, To Whom It May Concern:I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondIn her complaint, MsW [redacted] alleges that she was promised the cancellation or defermet of the agreement at any timeMsW [redacted] further alleges Vivint offered a twelve (12) month deferment of her accountMsW [redacted] now desires the cancellation of her agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; MrFinis W [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 AgreementOur records show that MrFinis W [redacted] completed the required Pre-Installation Survey on May 7, During the recorded Pre-Installation Survey, MrFinis W [redacted] 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 during that term Further, MrFinis W [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 MrFinis W***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that MsW [redacted] called on March 13, to discuss billing concernsAt the time MsW***’s account was five (5) months past dueMsW [redacted] was credited three (3) months, and MsW [redacted] was informed of the two months still past dueMsW [redacted] was advised a deferment could be place on the account once the account was active for one year, which was in May of MsW [redacted] called Vivint and requested a deferment on April 30, MsW [redacted] was informed that Vivint needed to speak to MrFinis W [redacted] in order to complete this requestVivint has no further record of a deferment requestVivint’s records show that MsW [redacted] stopped making her monthly payments after November As such, the account was cancelled for non-payment on May 29, 2015, and was sold to an outside collections agency A representative from Vivint has recently attempted to contact MsW [redacted] in an effort to resolve her concernsVivint has agreed to cancel MsW***’s account and remove it from collections if MsW [redacted] agrees to pay the past due amount, which is $ [redacted] If MsW [redacted] wishes to take advantage of this offer, I would advise her to contact the representative who has been attempting to contact her or to call Vivint’s Billing department at [redacted] .If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

March 9, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she recently moved and they are now unable to afford the systemMs [redacted] contacted Vivint to cancel the account but was informed she was still under AgreementMs [redacted] was unaware of the AgreementMs [redacted] desires cancellation of the account without penalty 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on August 19, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Mr [redacted] ***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Ms [redacted] notified Vivint of her move on July 28, An appointment was scheduled for September 7, 2017; however when a Vivint install tech knock at the door, he reported no one was homeCancellation without penalty is not warrantedShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2,500.59, however Vivint will take 40% off the payoff amount, bringing it to $1,Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $35.73, plus any applicable taxesIf Ms [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216- If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 9, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolvedMs [redacted] ’s monthly services fee for the remainder of her Agreement term is $60.99, plus any applicable taxes, as stated on her signed Agreement Currently, there is a credit of $on her billing account Vivint apologizes for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 6, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, To Whom It May Concern:I have reviewed the information provided by [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsIt has been agreed upon that the account will be cancelled effective immediatelyVivint’s records indicate that this matter has been resolved to Ms***’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:In his rebuttal, Mr [redacted] states that he would like additional credit because he had to purchase a Nest thermostat He explains that the previous credit given by Vivint was to cover tech charges.Vivint’s records indicate that on June 16, 2017, Mr [redacted] was issued a refund in the amount of $Vivint’s records further indicate that on June 27, 2017, Mr [redacted] was issued a credit to his billing account in the amount of $to cover the cost of two (2) Vivint lamp modulesVivint’s records indicate that on July 10, 2017, Mr [redacted] was issued a credit to his billing account in the amount of $248.50, to cover the cost of equipment that did not work as Mr [redacted] was expectingVivint’s records further indicate that Mr [redacted] has received additional credits to his billing account to cover four (4) months of monitoring serviceSince installation, Mr [redacted] has received a total of $in credit, and a refund of $ No further compensation is warranted at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] states that her original payment came out of her bank account sooner then what was agreed upon when she signed her System Purchase and Services Agreement (“Agreement”) and that when she attempted to change the due date of her monthly payments Vivint would not allow her to do so without paying a fee of $Ms [redacted] explains that she has had multiple issues with her service, and she requests cancellation of her Agreement without penalty.Vivint agrees to cancel Ms [redacted] Agreement without penalty provided Ms [redacted] pays her past due balance of $ Vivint’s records indicate that Ms [redacted] signed an Agreement on August 15, 2014, indicating that she understood and agreed that she would be charged an activation fee of $and a monthly service fee upon the installation of the systemMs [redacted] was not charged a fee for changing her payment due dateMs [redacted] was charged a pro-rated amount for the time that she was receiving service between the due date changeMs [redacted] was also granted a $credit to go towards this service charge as an effort of goodwillAlthough cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolutionA representative from Vivint will reach out to Ms [redacted] to set up a payment arrangement of her final billIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer