Vivint Smart Home Security

I responded to this complaint and then she submitted a rebuttal saying the same thing that I already responded to. She is not a customer and wants a different set up price. Her credit is not satisfactory so there is nothing we can do to get her a cheaper price. Thank you, Megan P[redacted] • Legal Assistant [redacted] • 801.229.7818simply smarter • vivint.com4931 N. 300 W. Provo, UT 84604    The information in this e-mail is for the use of the designated recipients only.  This email is considered confidential unless otherwise indicated and may also constitute an attorney/client communication or attorney work product subject to copyright or constitutes a trade secret, and therefore, is privileged and confidential.  If you are not an identified recipient of this e-mail, you are instructed not to review it or any attachments, to immediately permanently delete this e-mail, and are further directed to not disseminate, forward or copy any information from this email or any attachments.

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: October 24, 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] alleges that the install technician caused some damage to his home. Mr. [redacted] desire the repair of the damage. Vivint’s records indicate that a home damage claim was opened on Mr. [redacted]’s account on October 26, 2015. The result of the investigation was the offer of $[redacted] Mr. [redacted] made mention in his complaint. Vivint has asked for their Home Damage department to reopen Mr. [redacted] claim, and review the offer made. Mr. [redacted] should receive a call regarding this matter by one of our Home Damage representatives. 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]

January 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 20, 2014          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges a system that causes false alarms nullifies the contract. Mr. [redacted] desires the cancellation of the account without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s account. Mr. [redacted] completed a telephonic Post-Installation Survey and stated he was satisfied with the installation of his system. In addition, Mr. [redacted]’s signed Purchase and Services Agreement which outlined his commitments to Vivint. In section 3 labeled ‘Our Limited Liability’ is states, “We do not warrant that the system will always detect, or help prevent, any burglary fire, hold-up or any other such event.” As stated in Vivint’s previous response, it is the customer’s duty to inform Vivint about any technical concern with equipment. Vivint’s records indicate the service visit on October 5, 2015 resolve the technical concerns with Mr. [redacted]’s system. Should Mr. [redacted] require any addition service visit, Vivint remains willing to waive the cost of one service visit for Mr. [redacted]. Cancellation without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on her account – currently $[redacted]; however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Lana R[redacted] Vivint Account #: [redacted] Date of Agreement: February 17, 2015           To Whom It May Concern:I have reviewed the...

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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Teresa B[redacted] Vivint Account #: [redacted] Date of Agreement: June 07, 2011           To Whom It May Concern:I have reviewed the...

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

Complaint: [redacted]
I am rejecting this response because: I returned the call to Madison B[redacted] 2 days ago, left a message and have not heard back from her. 
Sincerely,
[redacted]

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: November 20, 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 he had a kitchen fire and the smoke detectors that are hard wired into his home did not activate due to a Vivint technician unhooking the fire alarm system. Mr. [redacted] desires his smoke detectors to be repaired and for his System Purchase and Services Agreement (“Agreement”) to be cancelled without penalty. Vivint has created a claim with our Home Damage department. A representative will reach out to Mr. [redacted] to address his concerns and reach a resolution. Vivint’s Home Damage department will require photographs of the damage, if available. I would advise Mr. [redacted] to send in any photographs or other documentation that he may have in relation to the damage to [email protected] in order to speed up this process.  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

Complaint: [redacted]
I am rejecting this response because of Vivint's breach of contract.  They did not fulfill their obligation of a continuously functioning security system to include a functioning doorbell and doorbell camera.  Since they did not fulfill their contractual promise on several occasions (for the span of multiple weeks each time), it is justifiable for me to request an end to our contract.
Sincerely,
[redacted]

June 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted], [redacted], and [redacted]Date of Agreement: May 7, 2016 To Whom It May Concern:I have reviewed the information provided by...

Dr. [redacted] and appreciate the opportunity to respond. Dr. [redacted] believes that Vivint acted fraudulently in April 2015 when she moved her system from Arkansas to Texas. Dr. [redacted] states that she believed Vivint would move the system without any new commitments and only recently learned that she entered into a new contract for four years. Dr. [redacted] is adamant that she did not intend to enter into a new contract and requests cancellation of all her Vivint accounts.Please note that the account for Camden, Arkansas (S-[redacted]) is already closed. The account for Kendall, Texas (S-[redacted]) is automatically renewing on a month-to-month basis and can be cancelled at any time by providing thirty days’ prior written notice. If Dr. [redacted] insists upon cancellation of the account, Vivint will close it immediately without penalty.As for the account in Bexar, Texas (S-[redacted]), Vivint apologizes for any confusion Dr. [redacted] experienced in moving her system. When she contacted Vivint in March 2015, Dr. [redacted] should have been referred to a Vivint move specialist for assistance. Instead, she was incorrectly directed to Vivint’s Inside Sales department and a sales representative completed the transaction as a new sale/account. This was done in error, and Vivint apologizes for its mistake. Upon learning of the error, Vivint closed the Camden, Arkansas account and refunded all payments Dr. [redacted] made toward that account after her move date.Had Dr. [redacted] been correctly transferred to the Moves Department, she would have been given two options: (1) sign a new forty-two month agreement and Vivint will install all new equipment, including the most current security panel, or (2) bring the existing security panel from her home and pay a one-time $99.00 move fee. In April 2015, Vivint effectively completed option one by installing new equipment in Dr. [redacted]’s home and providing the forty-two month agreement, which Dr. [redacted] signed.Based upon her representation that she did not intend to extend the term of her Agreement, Vivint is willing to retroactively offer move option two. If Dr. [redacted] will pay the one-time $99.00 move fee, Vivint will allow the Alarm System Purchase and Services Agreement dated December 28, 2012 (“Agreement”) to govern. Under the terms of that Agreement, Dr. [redacted] has fulfilled the initial term and may cancel at any time, without penalty, by providing thirty days’ prior written notice. Dr. [redacted] may contact my assistant, Angela W[redacted], to finalize the resolution of her account by calling ###-###-####, or emailing: [redacted]. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]I am rejecting this response because: The issue still has not been fixed. I have been paying for a service that has not worked properly since day one. I am looking for the problem to be corrected and reimbursed for the amount of payments that I have made since starting with your company.Sincerely,Travis M[redacted]

March 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2008           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. On March 31, 2017 Vivint issued a refund in the amount of $44.99 to the Master Card on file ending in [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]Chief Compliance Officer

June 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Clara B[redacted] Vivint Account #: [redacted] Date of Agreement: August 01, 2013           To Whom It May Concern:I...

have reviewed the information provided by Ms. B[redacted] and appreciate the opportunity to respond. In her complaint Ms. B[redacted] alleges that her mother is leaving the location that the system is installed and has been unable to cancel the agreement. Vivint’s records indicate that a representative has recently attempted to reach out to Ms. B[redacted] to discuss the terms of the agreement. This matter is in the process of being resolved to Ms. B[redacted]’s satisfaction. I would advise Ms. B[redacted] to contact Vivint at 1 [redacted] for further information on this case or contact the representative working with Ms. B[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[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

September 21, 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 8, 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] explains that he has experienced and issue with the equipment. Mr. [redacted]’s desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to him 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

May 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: September 18, 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 his alarm system was never registered with his county and that it is Vivint’s responsibility to register our alarm systems in his county. Mr. [redacted] desires a credit applied to his account for not having an active alarm permit. Vivint agrees to place a credit to Mr. [redacted]’s account for eight months of service, due to him not having an active alarm permit. Vivint is responsible for registering our alarm systems with Baltimore County, MD. Vivint will pay for the registration fees and mail the appropriate documents to the county office. It is the customer’s responsibility to make sure that their alarm system has been registered and the appropriate documents have been sent by Vivint. Mr. [redacted]’s alarm system is in the process of being registered with his county to provide him with an active alarm permit. Vivint agrees to the above resolution and 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 4, 2013          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges she was offer a free move without extending her agreement by a Vivint representative. Ms. [redacted] further alleges that a Vivint field service professional refused to leave the system installed unless she agreed to an extension. Ms. [redacted] desires the cancellation of her Vivint account without penalty.Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on July 4, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Vivint’s records further indicate Ms. [redacted] had a move appointment scheduled for August 21, 2015. Vivint has no record of an offer of the move fee being waived, but the contact Ms. [redacted] was asked to sign was for eighteen (18) months, the remaining amount of months left on Ms. [redacted]’s original agreement with Vivint. Ms. [redacted] is still responsible for those remaining months; as such cancellation of Ms. [redacted]’ account is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing waive the cost of the move fee. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me but I will accept it. The only thing that was added was 5 free sensors out of 25 I have. I still will have to come out of pocket at least $600 which should have been communicated up front by deceiving salesman. 
Sincerely,
[redacted]

November 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: October 24, 2015         To Whom It May Concern:In his rebuttal, Mr. [redacted] rejects Vivint’s previous response, and is requesting his door be replaced. Vivint maintains its stance in regards to Mr. [redacted]’s complaint. Vivint has asked for their Home Damage department to reopen Mr. [redacted] claim, and review the offer made. Records indicate a representative from Vivint’s Home Damage department has attempted to contact Mr. [redacted] on November 12, 2015, but been unable to reach him. Mr. [redacted] may contact the Home Damage representative if he has any addition concerns regarding 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. A business representative will be coming out on Nov 28th to pick up the new purchase equipment. Vivint has also agreed to cancel my account completely and refund  my $[redacted] with know obligations or penalty fees. Vivint has also agreed to remove the +$500.00 amount that has been in dispute since January 2015. I am satisfied with this agreement, but I will not be satisfied until I received a written notification from Vivint stated this agreement preferably before November 28th 2015
Sincerely,
[redacted]

October 30, 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, 2008           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 he has any further questions or concerns, 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