Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because:Rebuttal Letter attach Sincerely, [redacted]

February 27, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 31, Date of Addendum: May 7, 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 resolved to Ms [redacted] ’s satisfactionHer account has been cancelled as requested and she has no further contractual 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 – LegalSincerely, Nathan *W***

March 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, Date of Addendum: November 23, 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 experienced difficulty with cancelling her accountMs [redacted] requests that Vivint cancel her account Vivint spoke with Ms [redacted] regarding her alarm service on November 23, 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 MsSnyder 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

Complaint: [redacted] I am rejecting this response because: The response is incomplete and inaccurate My first communication with Vivint about the issues we were having was NOT on April 22nd My husband called in over weeks prior to that to get on the schedule I ended up calling in on the 22nd because I received a rude call about having a balance on my account, which I did not I only received the call because the people at Vivint could not complete the proper paperwork or make the necessary notes on my account I'm glad to say that I THINK those mistakes have been corrected.In addition, the tech came on 5/and was somehow able to get the cameras to work more favorably and also the door lock, BUT now the light repeaters do not work at allI'm not sure when we will actually have a completely working system, but I am growing more tired and frustrated by the day because Vivint cannot seem to get things together to serve the customers that keep them in business Sincerely, [redacted]

December 21, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that his Vivint account was cancelled unexpectedly, and that his services were not working properly during that time Mr [redacted] desires a refund of payments made while service was not being provided, and credit on his account towards future months of service Vivint’s records indicate that there was a complication with Mr [redacted] ’s account between October and December 2015, and that this issue was resolved on December 16, Mr [redacted] ’s Vivint account has a credit balance of $ [redacted] at this time, and this credit will go toward future monthly service fees In addition, a check in the amount of $ [redacted] is being sent to the mailing address on file, to refund two (2) months of service I apologize for any inconvenience this issue may have caused Mr [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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

May 25, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, Date of Addendum: January 22, 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 contract he signed allowed for cancellation in June of He claims that Vivint drew up a new contract during his move and extended the agreement without his authorizationMr [redacted] is requesting that the account be terminated on June 19, without penalty At this time, Vivint is willing to waive the extension of Ms [redacted] ***’s Agreement and cancel the account at the end of the initial term Vivint’s records show that on January 22, 2014, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with a term of forty-eight (48) months By signing this contract, Ms [redacted] represented that she understood and accepted the terms of the Agreement, and that the contract would expire months from the date it was signedDespite the above information, in resolution to this matter, Mrand Mrs [redacted] have no further obligation to Vivint They may contact Vivint’s representative if they have any further questions or concerns.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

June 5, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he offered a written cancellation, but Vivint attempted to continue contacting himMr [redacted] desires the final bill on his account After further review, Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint A representative from Vivint has reached out Mr [redacted] by, in an effort to resolve these concernsVivint records indicate that Mr [redacted] ’s final bill is $Mr [redacted] can send this payment to Vivint by check to the address [redacted] ***, Chicago, IL 60693, or Mr [redacted] can call into Vivint and make a payment arrangement over the phone at ###-###-####.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, [redacted]

August 4, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:In his rebuttal, Mr [redacted] states that Vivint has done nothing to resolve his concerns and that if a store marks a wrong price they have to honor it Mr [redacted] desires for Vivint to give him a free system if he signs up for wireless monitoring Vivint maintains its position and is unable to provide Mr [redacted] with a free system Vivint has provided Mr***’s feedback regarding his negative experience to sales management in the area Vivint has no record of any written Agreement or offer between Mr [redacted] and a Vivint representative As such, Vivint has not violated a written or verified offer If Mr [redacted] would like to further discuss pricing options to have a system installed in his home, he may contact Vivint’s sales department at 1-855-239-9099.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

Complaint: [redacted] I am rejecting this response because:I am awaiting final resolution of my complaint with Vivint I have submitted the documentation requested by MrW [redacted] and have escalated this matter to Vivint's senior management The alarm panel was installed today and we were promised a credit for alarm down-time (which has been for a period of months) - only to be told we would get a day credit Vivint is also disclaiming that there were two missed appointments - although there is a recorded call that I had with their sales rep (Vicente Mejia) where he acknowledged these missed appointments I am told Vivint will investigate this matter further.Please keep this complaint open until there is final resolution from Vivint Sincerely, [redacted]

February 5, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] * Vivint Account #: [redacted] Date of Agreement: July 24, To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respondIn her rebuttal, [redacted] alleges that her credit was not submitted She desires that Mr [redacted] be released from the System Purchase and Services Agreement (“Agreement”) Vivint Inc.’s (“Vivint”) records show that the credit of $ [redacted] was correctly processed and approved on February 2, I apologize about the delay of this credit Vivint remains willing to schedule a technician at no cost to [redacted] if she still experiencing system issuesCancellation without penalty would not be warranted at this timeIf 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***

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 appreciate your assistance in getting my father's matter taken care of in a timely fashion Regards, [redacted]

October 11, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: N/A Date of Agreement: N/A 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, on behalf of a terminally ill relative, that Vivint installed a system in a home she is renting without consent from the homeowner Mr [redacted] explains that the tenant had to move and Vivint will not allow her to cancel the Agreement He desires cancellation of the Agreement without penalty and for Vivint to only install systems when authorized by property owners.Unfortunately, I am unable to find the Vivint account in question with the information given by Mr*** I would advise Mr [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 12, 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 satisfactionMr [redacted] ’s Vivint contract was reduced from months to monthsA Vivint technician has been scheduled for March 25, to inspect Mr [redacted] ’s Vivint security systemMr [redacted] has requested a Vivint door lock to be added to his systemMr [redacted] is aware that his monthly fee will be increased to $70.99.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

May 12, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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***’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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

June 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, 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 been experiencing equipment complications with his security system that have not been resolvedMr [redacted] further states that he has experienced long wait times while calling into Vivint’s Customer CareMr [redacted] desires cancellation of his Vivint agreement 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 April 25, During the recorded Pre-Installation Survey, Mr [redacted] 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 $each month during that term Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Further, Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services Cancellation of Mr***’s agreement without penalty is not warranted at this time Vivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on April 26, 2015, and Vivint’s Scheduling department found an appointment for April 30, 2015; however, Mr [redacted] called into rescheduleMr [redacted] again called Vivint on May 14, 2015, and an appointment was scheduled for May 16, Mr [redacted] further notified Vivint of his equipment concerns on May 25, 2015, and Vivint’s Scheduling department found an appointment for May 29, Vivint was not notified of any further equipment issues until recentlyA Vivint Field Service Professional was scheduled for an appointment on June 2, 2017; however, Mr [redacted] called into cancel.Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeAlternately, Mr [redacted] has been offered a reduced monthly rate by $for the remainder of his initial termShould Mr [redacted] wishes to take advantage of either of these offers, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointmentIf 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

Complaint: [redacted] I am rejecting this response because: Primarily for reasons1stVivint was quite all right with changing the billing information to someone that was not listed on the accountThe funds for the services are now being deducted from an account that does not belong to the deceased2nd, on the date that Vivint states that I attempted to cancel the service, an obituary and link were provided in leu of a death certificateAt that time, the representative indicated that this should suffice as adequate proof of death I attempted to terminate the services in JulyI am being billed for services not being rendered in an entirely state now (MN vs WY)My brother now lives in the home and the alarm had sounded once and he cut the wires to prevent it from occuring againNo response was observed at the service address by way of health personnel nor audio from the unit I am not the only one in my family being billed for my mother's accountShe had the service also installed at an alternative address as she was planning on passing away there and was incapacitatedAt no time has Vivint taken a customer friendly response to this matter and my brother has had to stop payments on checks, etc to avoid being charged for a service that they are not recievingThey also are getting the same run around We are in the process of recieving the certificate from the state of Wyoming but in the meantime, paying for a service that is neither being provided nor being operationalIf they indicated in their response that the unit must not be working, wouldn't the proper thing to do be to set up a service call? We have heard nothing from the company They are a scam and take advantage of only the most vulnerable in our population It is quite frankly, disgusting I look forward to hearing from you soon.Sincerely, [redacted]

December 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, he alleges that Vivint has not resolved his concerns and he requests a refund of $for alarm feesVivint’s records indicate that a representative contacted Mr [redacted] and scheduled an appointment for a technician to inspect his system and further assess the situationThis must be done before Mr [redacted] receives a refund for alarmsIf a refund is valid, he may contact Customer Care at ###-###-####A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to explain the situation and discuss his concernsIf 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 – Legal Sincerely, Nathan *W***

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 still have questions about the $that I paid which paid for the entire contract Please clarify Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Vivint gave me an ultimatum basically saying that if I don't cancel my contract right now and have them come take all of my equipment immediately then I would be stuck in a contract with them for monthsThey made no mention of compensation for all the time, hassle and inconvenience I had to experience over the last few months of having this high balance on my credit card and trying to get my money backI asked them to make my contract for months instead of months and they refused to do thatThe only reason why my monthly bill should be $lower is because I don't have the cameras any longerSo I have all kinds of holes in my house (The tech did not attempt to close them up after removing the cameras) with no cameraI also found out that I have been lied to about a few other things on my contract as well Sincerely, [redacted]

March 4, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, he explains that on February 24, 2016, he called in to cancel his agreementHe spoke with a representative who offered an extension to his agreementMr [redacted] rejected this offer and requested written confirmation stating that Vivint will not renew his agreement; Mr [redacted] states the representative was unable to fulfill this requestSince he has not received a written confirmation that Vivint did not renew his contract, he is requesting a refund for six months of serviceVivint has attempted to reach Mr [redacted] multiple times via phone in an effort to come to a mutual agreementAt this time, Vivint has agreed to immediately cancel his account and refund him for two months of serviceVivint apologizes for the inconvenience caused to Mr [redacted] by not receiving written confirmation that Vivint did not renew his agreementThe refund has been issued today on March 4, Please allow 7-business days for this refund to appear back in his accountIf 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 – Legal Sincerely, Nathan *W***