Vivint Smart Home Security

July 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: September 29,...

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 she signed documents at the time of installation of the alarm system in her home, but that she is not the account holder.  Ms. [redacted] believes that Vivint has held her responsible for a debt that is not in her name. She desires for Vivint to cease collection attempts in her name.At this time, Vivint will cancel Ms. [redacted]’s account and remove her name from collections. Vivint’s records confirm that Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint on September 29, 2011, representing that she understood and agreed to an initial term of forty-two (42) months and that she would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term.  By signing this Agreement, Ms. [redacted] is responsible for its terms.Vivint’s records further show that monthly payments for Ms. [redacted]’s account stopped after October 2015.  As such, the account was cancelled for non-payment on February 27, 2016, and was transferred to an outside collections agency. However, at that time the initial term of the signed Agreement had lapsed but the account remained active as Vivint had not received a request for cancellation of the service.  Vivint will accept this complaint as written notice of cancellation and has waived the debt owed for service after the term of Ms. [redacted]’s Agreement lapsed.  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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 3, 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 10, 2017           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 had issues with the equipment. As such, Ms. [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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

August 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 2017           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 is being resolved to Mr. [redacted]’s satisfaction. A copy of new paperwork with Mr. [redacted]’s correct information is being sent for him to sign. Vivint is also shipping the equipment which Mr. [redacted] was missing from his initial installation.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]

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 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 there was damage done to her doorbell transformer during the installation of the Vivint system. Ms. [redacted] worked with Vivint’s Claim Resolution department and they agreed to send Ms. [redacted] a check for $250. Ms. [redacted] explains that she has not gotten the check. Ms. [redacted] desires the $250 reimbursement promised to her.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] satisfaction. Ms. [redacted] received the check for $250 as of August 3, 2016. Ms. [redacted] may contact Vivint’s representative 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

June 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Luis [redacted] Vivint Account #: [redacted] Date of Agreement: May 22, 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 to having equipment complications with his security system since installation that have not been resolved.  Mr. [redacted] further alleges that he has paid for service while waiting for repair of his equipment, and that scheduling of a service visit has been delayed.  He desires to have his system repaired in a timely manner, or cancellation of the Agreement without penalty. Vivint’s records show that a representative from Vivint has recently contacted Ms. Alicia [redacted], in an effort to resolve these concerns.  Vivint has scheduled a service visit with a Field Service Professional for June 17, 2015.  Ms. [redacted] has been advised that, if the system is unable to be repaired following this visit, cancellation will be warranted.  Vivint’s representative will continue to be in contact with Ms. [redacted], to ensure that her concerns are resolved to her satisfaction.  Vivint has applied one month of credit to Mr. [redacted]’s billing account, for system downtime.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 *. [redacted]

March 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 7, 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 and Ms. [redacted] have agreed upon a resolution in this matter.  Ms. [redacted] may expect her refund back in her bank account within 7-10 business days.  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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 17, 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: January 28, 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 representative and Ms. [redacted]’s have agreed upon a resolution. An appointment for the removal of her system has been scheduled. Upon receipt of the equipment, her account will be cancelled.   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 Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Kim [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 2014          To Whom It May Concern:I have reviewed the...

information provided by Mrs. Kim [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] alleges that she has faulty equipment issues which have not been resolved for several weeks. Additionally she states her sales representative misrepresented terms of the contract to which they agreed. Mrs. [redacted] desires the repair of the equipment immediately and action to be taken against her sales representative’s alleged dishonest and fraudulent practices. I have credited Mrs. [redacted]’s account for two free months of service.  Vivint would like to ensure that Mrs. [redacted] is able to utilize her system as intended, and has scheduled a field service professional to visit her home at no charge. Should Mrs. [redacted] still be experiencing complications with her equipment, I would advise her to call Customer Care at [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 *. [redacted]

Revdex.com:
After several phone calls, faxes, and letters they have made promises to resolve this matter. 
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,
Kim S[redacted]

July 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, 2012            Date of Addendum: February 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] states his Agreement was extended when he moved the service into a new home despite being told he would be continuing his previous Agreement term. He also states that Vivint has been billing more than is indicated on the agreement. Mr. [redacted] requests cancellation of the Vivint service.Vivint’s records show that on May 31, 2012, Mr. [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 lapsed on November 30, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on February 29, 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-two (42) month extension to which Mr. [redacted] agreed. In return Vivint reduced Mr. [redacted]’s rate by $10 for twelve (12) months.  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-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. The thirty-five (35) months listed on the Agreement which Mr. [redacted] signed were simply the remaining months on this 42 month extension. Additionally, both Mr. [redacted]’s original Agreement and the Agreement which he signed when he moved indicate that he will be billed $57.99 per month for services.Vivint records indicate that Mr. [redacted]’s requests for cancellation were due to switching services to another provider and made no mention of issues with his system move. Changing providers is not grounds for cancellation of Mr. [redacted]’s service. Vivint recommends that Mr. [redacted] attempt to contact this new provider and discontinue services with them. Vivint is willing to reinstall Mr. [redacted]’s Vivint service at no charge.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]

June 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: June 17, 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] states that his cameras have not operated efficiently since they were installed. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Mr. [redacted] cancelled his System Purchase and Services Agreement on June 24, 2016. The system was removed from his home and his account is closed. Vivint believes this matter has been previously resolved. Should Mr. [redacted] have any additional questions or concerns he may email [email protected] and a representative will reach 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 2, 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: August 31, 2011                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   After further review, 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

October 6, 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 1, 2009                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that during the summer his system stopped working and that Vivint did not offer to fix it. Mr. [redacted] requests cancellation of his account.   Vivint’s records indicate that Mr. [redacted]’s notice of cancellation was received on September 28, 2017 and was cancelled on the same day. As such, Mr. [redacted] has no further obligation to Vivint.   A refund is not warranted as the contract states in section 12 that it is the customer’s duty to test the system monthly and notify Vivint of any issues. Mr. [redacted] did not call to notify Vivint of any problems with the system within the last four months.   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 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 2014           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

July 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Ronald F[redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mr. F[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. F[redacted] in an effort to ensure that his concerns are resolved at this time. Vivint’s records indicate that Mr. F[redacted]’s account is cancelled, his refund was processed, and equipment was retrieved from his home.  Mr. F[redacted] has no further obligation to Vivint.  I apologize for any inconvenience or 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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]’ satisfaction. Her account 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]

October 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 13, 2009           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 he cancelled the Agreement with Vivint three (3) years ago, but has been continually charged his monthly fee. Mr. [redacted] desires a refund of the past three (3) years, the account to be cancelled, and an apology from Vivint. Vivint’s records indicate that Ms. [redacted] contacted Vivint on May 4, 2012. She requested that Vivint mail her a letter with the amount due to pay off the Agreement early. Vivint sent the request letter, which states that if she paid $249.95 within ten days, Vivint would agree to cancel her Agreement with no further action required. Ms. [redacted] did not send in the required payment, and her account remained active. Further, Vivint’s records indicate that Ms. [redacted] entered into the original Agreement on July 13, 2009, for an initial term of thirty-nine months. As such, the initial term of the Agreement would have lapsed on Octover 12, 2012. However, Section 2.4 sets forth that the Agreement “will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty days before the end of the original term.” Ms. [redacted] never sent in the requisite written cancellation notice to exercise this cancellation right. Moreover, she did not contact Vivint again regarding cancellation until August 18, 2015, at which time Vivint agreed to cancel the account without the requisite notice. Vivint cannot find any support for the allegation that the [redacted]s were not billed in accordance with their Agreement. The [redacted]’s account was closed on August 18, 2015, and they have no further obligation to Vivint. However no refund is 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]

July 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Cynthia A[redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. A[redacted] and appreciate the opportunity to respond. A representative from Vivint has been in contact with Ms. A[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. A[redacted]’s satisfaction.  Ms. A[redacted] may continue to contact Vivint’s representative if she has 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: [redacted] attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

April 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 11,...

2011        Date of Addendum: March 11, 2013 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 cancelled her service with Vivint two (2) years ago and continues to be charged. Ms. [redacted] desires cancellation of her Agreement without penalty and a refund.Vivint’s records show that on August 11, 2011, Ms. [redacted] updated her system and 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 February 11, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on March 11, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement to keep her monthly rate the same.  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. Although cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time, Vivint is willing to assist Ms. [redacted] by cancelling the account and waiving the remaining months of the Agreement, effective immediately. Vivint has also waived the past due balance of $[redacted] on the account. No further refund will be awarded as Ms. [redacted] has been within the extended term of her 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 23, 2011         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 his wife had never extended the Agreement over the phone. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] did extend the Agreement for an additional forty two (42) months on January 9, 2014. Mr. [redacted]’s Agreement is valid and in effect. Never the less in a goodwill effort Vivint will agree to cancel the Agreement without penalty. If Mr. [redacted] desires to take advantage of this offer or to listen to the recorded extension, he may do so with Vivint’s Customer Loyalty department at ###-###-####, Monday through Friday 8:00 AM to 7:00 PM MST. 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]