Vivint Smart Home Security

August 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 2016           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that a Vivint representative and Ms. [redacted] have agreed upon a resolution. Ms. [redacted]’s account has been cancelled as of July 29, 2016 and Ms. [redacted] has received her full refund.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

April 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 24, 2013           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled 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: 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 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: August 6, 2013            To Whom It May Concern:In Ms. [redacted]’s rebuttal, she states that Vivint should not have charged her for service since November 13, 2014 when her physician’s note was received.  She requests a refund of all monies paid since that time, in the amount of $950.00.Vivint’s records indicate that Ms. [redacted] was denied for a special cancellation based on the doctor’s note stating that she may have been unable to make reasonable decisions regarding purchases and contracts. Since Ms. [redacted] was only prescribed medication that may have impaired her ability to enter into her System Purchase and Services Agreement (“Agreement”) cancellation without penalty was not warranted. As an effort of goodwill Vivint has agreed to cancel Ms. [redacted]’s Agreement without penalty at this time, and a refund of monies paid to Vivint since receiving her doctor’s note is not warranted. 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

March 14, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 16, 2015         To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. A Vivint representative has recently attempted to contact Mrs. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to remove the account from collections and waive any past-due or remaining balances upon the return of Vivint’s equipment. Mrs. [redacted] may contact Vivint’s representative or the Customer Care department in order to schedule this appointment.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 12, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 26, 2011        Date of Addendum: June 20, 2014 To...

Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty, and a refund of five (5) months. Vivint’s records show that on April 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on October 26, 2014.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 20, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed. Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:  You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted, however Vivint would like to assist Ms. [redacted]. Vivint has agreed to cancel Ms. [redacted]’s account without penalty. Ms. [redacted] account is currently two (2) months past due, but Vivint has agreed to waive the past due amount. No additional refund is warranted. Ms. [redacted] no longer has any contractual obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 30, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 27, 2016                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   As previously stated, Vivint has offered to replace the motion detectors with a different piece of equipment. This offer is still available to the [redacted]s if they would like to consider different options.     Additionally, if Ms. [redacted] would still like to cancel her Agreement, she may pay off the remainder of her Agreement or have a friend or family member take over the Agreement.    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

August 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: February 22, 2016           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has issues with credits not being placed on her account that lead to billing issues and overdraft fees from her account. Ms. [redacted] desires the billing issues resolved and reimbursement for the overdraft fees.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. The proper credits have been placed on her account and a refund of $40 for the overdraft fees has been sent back to Ms. [redacted]’s card. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 24, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 12, 2015                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint has agreed to immediately remove Ms. [redacted]’s account from collections. Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

July 27, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 24, 2010             Date of Addendum: August 6, 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 does not recall extending the term of his agreement and has attempted to cancel his account without success. Mr. [redacted] requests cancellation of his account.   By way of explanation, Vivint spoke with Mr. [redacted] regarding his alarm service on August 6, 2016.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-eight (48) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-eight 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, Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

January 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 29, 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 was misled regarding the cancelation police of the Agreement. As such, Mr. [redacted] requests that his account be cancelled without any penalty.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint to recover the equipment. A technician can be sent to recover the equipment from the home or a pre-paid shipping box can be sent to mail the equipment back to Vivint. Upon Vivint’s recover of the equipment Mr. [redacted]’s account will be cancelled without any penalty. 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.  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

February 22, 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 17, 2014 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he had complications with his system and requested a technician shortly after installation, but that the technician never showed up.  Mr. [redacted] further states that he stopped paying his monthly service fees after two months and is now being held responsible for the balance of his Agreement.  He desires cancellation of the Agreement without penalty.  Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) months and the monthly services fee of $69.99, plus applicable taxes, during that term.  The Agreement states that it is the customer’s duty to notify Vivint of any problems with the system and to contact Vivint to schedule a service visit.  Mr. [redacted] notified Vivint of the problems with his system and a service visit was scheduled, but the visit was cancelled and Mr. [redacted] did not contact Vivint to reschedule an appointment.  Vivint apologizes for any inconvenience this caused Mr. [redacted]; however, cancellation of the Agreement would not be warranted based on this missed appointment as Vivint did not have an opportunity to address the problems with the system.Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after October 2014.  As such, the account was cancelled due to non-payment on March 31, 2015, and was sold to an outside collections agency.  Vivint no longer has the ability to provide a resolution in this matter.  Mr. [redacted] may negotiate or settle the balance of his account with the outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 7, 2012            Date of Addendum: August...

4, 2016 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she attempted to cancel her account, but was told she was still under an agreement. She does not recall approving an extension of the initial term of the Agreement. She desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account. Vivint’s records show that on May 7, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Ms. [redacted] agreed to an additional twenty-four (24) months by signing an additional Agreement on August 4, 2016. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if she has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  April 28, 2012To Whom It May Concern: I have reviewed the information...

provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she had requested for cancellation of service and termination of the agreement. Ms. [redacted] further alleges that she sent in a written expression of cancellation and her military orders which was dated October 15, 2012.   Ms. [redacted] desires a full refund for the service. Vivint aims to keeps military families safe, and in instances where a Vivint customer is being relocated due to military orders, Vivint will gladly accommodate the service member in order to make a smooth transition to a new location. If a Vivint customer receives military orders that will require the customer to relocate outside of the United States or onto a military base within the United States permanently or for a period greater than 90 days, the customer must contact Vivint and request a special cancellation. The customer must send a written notice of cancellation, and submit it along with documentation showing that the customer will be stationed on-base or outside of the country. Once Vivint has received valid documentation to support the claim for special cancellation, Vivint will cancel the account, cease all billing, and discontinue services.Vivint’s records indicate that Ms. [redacted] had not notified Vivint, nor sent in the necessary paperwork at the alleged time. As such, services remained active and billing continued.  Recent records demonstrate that the proper paperwork for cancellation has now been submitted and received. Vivint understands the financial burden of the situation and based upon Ms. [redacted]’s representations – and in an effort to resolve this dispute – Vivint has agreed to cancel the service and agreement and will refund Ms. [redacted] an amount of $[redacted] in the form of a check to the address on file.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted] attention Department 160 - Legal. Sincerely, [redacted]. [redacted]

April 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 27, 2011           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that after her mother past away Vivint continued to invoice her mother’s account, even though she requested cancellation. Ms. [redacted] desires a refund of $89.98.A representative from Vivint recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to refund a total of $89.98 to the checking account Vivint has on file for Ms. [redacted]’s mother’s account. The refund will typically take about 7 to 10 business days to reflect on the bank account.   After further review, Vivint’s records show that Ms. [redacted] did notify Vivint in January 2016 of her mother’s health status. Vivint’s representative informed Ms. [redacted] of the documentation Vivint would need to review of the account. On March 2, 2016, Ms. [redacted] contacted Vivint and requested the cancellation of the account and a refund. Ms. [redacted] was informed Vivint would need a copy of her mother’s death certificate. On March 14, 2016, Vivint received a copy of the death certificate, and the account was close. Although the charges are valid and despite the above information, in resolution to this matter, Vivint has agreed to refund a total of $89.98 back to the checking account they have on file for 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]

February 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:In her rebuttal, Ms. [redacted] states she does not wish to do business with Vivint. Ms. [redacted] requests for remove her information from the system. Ms. [redacted] does not have an account with Vivint; as such Vivint will not use the information. 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

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 42 months. They 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 back. I asked them to make my contract for 12 months instead of 42 months and they refused to do that. The only reason why my monthly bill should be $10 lower is because I don't have the cameras any longer. So I have all kinds of holes in my house (The tech did not attempt to close them up after removing the cameras) with no camera. I also found out that I have been lied to about a few other things on my contract as well.
Sincerely,
[redacted]

October 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: December 2, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 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 respond. In her complaint, Ms. [redacted] states that her bank account was mistakenly used for payments on someone else’s Vivint account, and she stopped payment through her bank but Vivint has not refunded her the erroneous charges yet.  Ms. [redacted] desires a refund of the monies taken from her account, as well as $30.00 for the overdraft fee incurred due to these charges.A representative from Vivint’s legal team has contacted Ms. [redacted] via email, and has requested her documentation of the charges in order to get the refund to her as soon as possible, if she has still not heard back from Vivint’s other representatives.  Ms. [redacted] may contact this representative directly with any further questions or concerns in this matter.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 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: January...

25, 2017           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved. An appointment is scheduled for ¬¬removal of Vivint’s equipment from Ms. [redacted]’s home on September 6, 2017.  Following the removal, Ms. [redacted]’s Agreement with Vivint will be cancelled, she will be refunded her monies paid, and she will have no further obligation to Vivint.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns in this matter. 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