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 me Sincerely, [redacted] Just waiting for Vivint to contact me and set a time to come remove their equipment

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 meI DO NOT LIKE WHEN A BUSINESS LIES ABOUT WHAT REALLY HAPPENED AND WHAT IS GOING ON, BUT I DO ACCEPT THEM GETTING THEIR SYSTEM AT ANY TIME ANY DATE AND CANCEL THE CO TRACT THAT IS ILLEGALLY IN MY WIFES NAME AND THAT THERE WILL BE NO CHARGES THERE FOR AFTER Sincerely, [redacted]

October 25, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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 attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s agreement with Vivint has been cancelled without penaltyMs [redacted] may contact Vivint’s representative if she 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

Hello, Vivint received a rebuttal from Complaint ID: [redacted] under [redacted] Vivint previously attempted to contact Mr [redacted] in order to assist him with a resolution but he claimed to not have filed a complaint, as stated in our previous responseWe gave Mr [redacted] our contact information if he required any additional assistanceThe rebuttal seems to be the same as the original complaintHow would you like Vivint to respond? Thank you, Madison B*** Legal Assistant P: [redacted] vivint.SmartHomevivint.com NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged informationAny unauthorized review, use, disclosure, or distribution is prohibitedIf you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I do not accept this response because the signature on her license is different from whats on the contractThis company is a scam and I do not want any part of themI have no problem with paying the $to prove my caseSCAM SCAM SCAM (VERY DISHONEST SCHEME)

Complaint: [redacted] I am rejecting this response because: Vivint did not try to contact me I requested by fax (received confirmation) and e-mail to cancel my account on 07-07- I had an appointment scheduled for 07-15-between 8AM and 11AM for them to remove the equipment They never showed up or phoned me I was told later that the tech had a death in the family I missed over hours of work I then got in touch with their account manager by the name of Corey and was told I would receive a full refund of $(debited from my checking account on 07-21-16), which I have not received The equipment was removed from my home on 07-22-16.I would like to receive my full refund Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:MrW***’s response exemplifies the lack of honesty and poor customer service I have experienced from Vivint, along with the technical failures of the system, which I am still experiencing to this day In MrW***’s first statement he claimed that the first issue was reported on February 19, and I was not willing to pay for a technician I then called back on March 7, and an appointment was made for March 7th According to him, I rescheduled my appointment and then called back again to reschedule In this new statement he now admits that I did not reschedule and that indeed his technician did not show up MrW [redacted] also changed his story that I simply had batteries changed in a motion detector on the last visit, to now admitting that the main panel was replaced MrW [redacted] had all this information available to him when he initially responded but did not disclose the truth because he knows that it makes his company look badI do not have the luxury of having all dates documented, but I called Vivint twice before February 19, because of alarms I was getting on the panel I was walked through some trouble shooting steps by technical support that solved the issue However, the problem persisted later, which prompted me to call back on February 19th and asked for a technician to be sent out I did refuse to pay for the technician to come out because I felt as though I shouldn’t have to pay to have equipment checked that had been installed for less than a year I then called at least twice in for issues with the panel communicating with the door locks and was walked through trouble shooting with technical support And prior to a technician coming out on April 27, 2017, I spoke with a technician who tried to troubleshoot the issues with the panel over the phone but nothing could be done The final issue with the panel was that it would not allow me to enter my pin and the alarm would go off when I came in the house or when I went to arm the house it would set the alarm off and give a message that the panel was being tampered with This occurred so frequently, the representative recommended putting the system on “Test” on there end so they did not have to call my phone or send a message through the panel to check to see if everything was ok With the system being on “Test” my house was technically not being monitored MrW [redacted] fails to mention any of these conversations I’ve had with their representatives At this point, I refuse to continue to pay for a service that has consistently not worked I’ve received poor customer service and would be a fool to keep taking off from work to let a technician come out to my house only to have the problem occur again I request a arbitrator look at my case and make a determination to whether or not I should have to pay for a service that I am not receiving and faulty equipment Again, the last technician was at my house on April 27, and I experienced equipment issues the following day Sincerely, [redacted]

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 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 and Ms [redacted] have come to a resolution in this matter, and Ms [redacted] may contact Vivint’s representative directly with 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 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 attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s Vivint account has been terminated effective immediatelyMs [redacted] may call a Vivint representative to have her Vivint equipment removedIf 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***

Complaint: [redacted] I am rejecting this response because: The collections agency does not wish to disclose its own business namePlease verify the name of the agency responsible for collecting this debt as there have been calls from multiple agents from various named businesses that do not seem affiliated with one another.In order to expedite this process I need to know who is collecting and where they are located as they continually refuse to disclose this informationThe mishandling of this matter I place the blame squarely on Vivint HOWEVER I will yield should I receive information on WHOM I will be dealing with in settling this debtThe current problem I am facing is a matter of mishandling of information crucial to settling this debt.I would like to make note that I will wholeheartedly comply with Vivint's attempt to collect its owed debt HOWEVER I cannot do this if I don't know who I'm supposed to be dealing with.I WILL ACCEPT a response containing the name of the collections agency and the mailing address for this company Sincerely, [redacted]

October 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] explains that he was told by the sales representative that he could cancel his agreement with Vivint at any timeMr [redacted] requests that his account with Vivint be canceledA representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve these concernsVivint does not have record of any promises made by the sales representative that is not on the contractTherefore the cancelation options applyHowever, in an effort to assist Mr [redacted] Vivint can offer a 50% discount on Mr [redacted] ’ cancelation feesIf Mr [redacted] would like to move forward with this resolution of if he has any questions he can contact the representative who reached out to him 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

October 2, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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] alleges that he was promised a free activation and he was still charged for itMr [redacted] desires cancellation without penaltyVivint’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 May 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 $ [redacted] plus any applicable taxes each month during that term and an activation fee of $ 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 [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Due to Mr [redacted] ’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this timeIf Mr [redacted] desires he may call into Vivint to review the surveyNever the less in an effort to assist Mr [redacted] , Vivint has placed a credit for two (2) months of service to his account totaling in $ [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 – Legal Sincerely, Nathan *W***

September 15, 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: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has been billed by Vivint since February although she does not have a Vivint system and has not spoken with Vivint representativesShe requests a cessation of billing and a refund for all payments that were processed.A Vivint representative has contacted Ms [redacted] in an effort to resolve her concernsVivint has been unable to locate the payments in question using the information which was provided by Ms [redacted] Ms [redacted] stated she will verify the information with her bankUntil the correct information is provided to locate the payments in question Vivint is unable to assist furtherVivint recommends that Ms [redacted] dispute the charges as fraudulent through her financial institution.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-attention Department - LegalSincerely, Nathan *W***

December 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he has had issues with the equipment and that he no longer uses the systemAs such, Mr [redacted] requests that his account be cancelled without penalty.At this time, Vivint agrees to send a technician to Mr***’s home to fix the issues Mr [redacted] has experiencedOr, to discount Mr***’s contractual buyout fee by fifty (50) percentA representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] entered into an agreement with Vivint on July 16, Mr [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly fee of $each month of that termVivint does not have any record of Mr [redacted] calling into Vivint to fix or assist him with the equipment in his homeBecause Mr [redacted] is still within his original agreement term and because Vivint was never informed of any issues and therefore not given an opportunity to fix the equipment cancellation of Mr***’s account without penalty is not warranted.In an effort to assist Mr [redacted] Vivint agrees to the above resolution of Mr***’s choosingIf Mr [redacted] would like a technician to fix his equipment or if he would like to terminate his agreement early with a discounted buyout fee he may contact the Vivint repetitive who reached out to him.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

September 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 4, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] complaint he explains that he has had issues with the serviceMr [redacted] requestions that is account be canceled.A representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionMr [redacted] may contact the Vivint representative who reached out to him directly if he has any 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

August 6, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Billy A [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, To Whom It May Concern:I have reviewed the information provided by MrA [redacted] and appreciate the opportunity to respondA representative from Vivint’s Home Damage department has recently attempted to contact MrA [redacted] and MrA [redacted] ’s desired contractorVivint’s home damage department requires a price quote in writing from the contractor in order to proceed with the Home Damage caseI would advise MrA [redacted] to contact Vivint with the price quote or to have the contractor call into Vivnt with the price quote 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***

April 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 13, 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 to having equipment complications with his security system that have not been resolvedMr [redacted] further alleges that he has paid for service while waiting for repair of his equipment A Vivint Field Service Professional was dispatched to Mr [redacted] ’s home on April 19, The Vivint Field Service Professional was unable to contact Mr [redacted] and the appointment was considered a No-ShowVivint 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 chargeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointment.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 10, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Kirk [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, 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 has had equipment complications with his security system that have not been resolved, and that he has had complications with a scheduled service appointment to address these issues Mr [redacted] further alleges that he has been unable to cancel his Agreement with Vivint because of a verbal extension He desires cancellation of his Agreement without penaltyA Vivint Field Service Professional is currently scheduled to be dispatched to Mr***’s home on June 22, 2015, to address his equipment concerns A representative from Vivint has recently attempted to contact Mr***, in an effort to resolve this matter To assist Mr***, Vivint is willing to allow cancellation of his extended Agreement without penalty If Mr [redacted] would still like to cancel his appointment and his account, he may contact the representative who has reached out to him directly, via email or telephone, or he may contact Vivint’s Customer Loyalty 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 * [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, Sheri W***

July 22, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: 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 attempted to contact Mr [redacted] in an effort to resolve his concerns but was unable to get a hold of himVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been cancelled as of July 22, and Mr [redacted] has 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer