Vivint Smart Home Security

July 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 2017            To Whom It May Concern:In his rebuttal, Mr. [redacted] states that he would like additional credit because he had to purchase a Nest thermostat.  He explains that the previous credit given by Vivint was to cover tech charges.Vivint’s records indicate that on June 16, 2017, Mr. [redacted] was issued a refund in the amount of $49.99. Vivint’s records further indicate that on June 27, 2017, Mr. [redacted] was issued a credit to his billing account in the amount of $99.98 to cover the cost of two (2) Vivint lamp modules. Vivint’s records indicate that on July 10, 2017, Mr. [redacted] was issued a credit to his billing account in the amount of $248.50, to cover the cost of equipment that did not work as Mr. [redacted] was expecting. Vivint’s records further indicate that  Mr. [redacted] has received additional credits to his billing account  to cover four (4) months of monitoring service. Since installation, Mr. [redacted] has received a total of $548.44 in credit, and a refund of $49.99.  No further compensation is warranted 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

July 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: William [redacted]  Vivint Account #: [redacted] Date of Agreement: February 21, 2015            To...

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

April 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: April 9, 2016           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 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 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 5, 2010           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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

February 8, 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 21, 2013 Date of Addendum: November 26, 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 this is her mother’s account and that she suffers from dementia and was not in the state of mind to sign a contract extension. Further Ms. [redacted] explains that they have had issues with the equipment working properly. As such, Ms. [redacted] requests that this account be canceled without any penalty.At this time Vivint agrees to cancel this account if Ms. [redacted] will provide medical documentation signed by her doctor that Ms. [redacted]’s mother is not able to make contractual decisions. Or, Vivint is also willing to send a technician to Ms. [redacted]’s home to fix/replace any equipment that is not working properly. A representative from Vivint has recently attempted to contact decisions in an effort to resolve his concerns. Vivint’s records indicate that decisions Ms. [redacted] entered into an agreement with Vivint on May 21, 2016. Then on November 26, 2016, Ms. [redacted] represented that she was pleased with the service and wanted to continue. Due to that Vivint offered a contract extension of sixty (60) months to witch Ms. [redacted] agreed to.Despite this information, Vivint agrees to the above resolution. If Ms. [redacted] would like to proceed with either option she may contact the Vivint representative who reached out to her.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 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2008           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 has had equipment complications that she was unaware of, and that Vivint will not cancel her Agreement without penalty. Ms. [redacted] desires cancellation of her Agreement without penalty. Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has contacted Ms. [redacted] and has confirmed this resolution.  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]

June 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 3, 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] states that she was misled in regards to the total amount of her contract price. Ms. [redacted] further states that her signature was forged on many Vivint contracts. Ms. [redacted] request additional equipment to be taken off her original Vivint loan, and for Vivint to honor the original Vivint signed.Unfortunately, I am unable to find a Vivint account in Ms. [redacted]’s name. The address provided by Ms. [redacted] is associated with a different Vivint customer. 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

March 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2013           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 Vivint is refusing to fix his equipment or install the promised equipment in his home. Mr. [redacted] desires either for the equipment to be install and fixed or the cancellation of the account without penalty.  A representative of Vivint has recently been in contact with Mr. [redacted]. Vivint has agreed to cancel his account without penalty. Mr. [redacted] may contact this representative if he has any additional questions. 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 14, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 2016           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. Ms. [redacted] may contact Vivint’s Customer Care at 1-800-216-5232 to schedule an appointment for the removal of Vivint’s equipment.I have waived the past due balance of $200.23 on  Ms. [redacted]’s billing 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 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] states that she was misled by a Vivint representative regarding the term of her agreement. Ms. [redacted] states she was under the impression that she would receive Vivint security equipment at no charge and that she would only be responsible for paying the monthly monitoring service fee. Ms. [redacted] desires for Vivint to pay for her Vivint security equipment, totaling $971.99.Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 14, 2017. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He represented that he would pay Vivint a monthly services fee of $39.99 and an equipment fee to Citizens Bank of $16.20 totaling $56.19 each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement along with the Citizens Bank loan terms and conditions. Mr. [redacted] represented 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.   Vivint agrees to the above resolution: payment for Ms. [redacted]’s Vivint security equipment by Vivint 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

June 2, 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 20, 2011             Date of Addendum: May 31, 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 has been resolved to Mr. [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

December 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, 2015        To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he was charged an extra $400.00 by Vivint after the installation of his alarm system that was not agreed to.  Mr. [redacted] desires free service for the remainder of his Agreement term, and the best package deal available.  Vivint’s records indicate that a refund in the amount of $399.00 is being sent back to the credit card on file for Mr. [redacted], to refund the additional monies he paid to Vivint.  Vivint has also applied a credit to Mr. [redacted]’s account to cover two months of service, for any inconvenience he may have experienced.  Free service for the remainder of the contract term, however, 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]

November 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: October 14, 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 during the installation of the system that there was damage done to her home. Ms. [redacted] requests $1000.00 to repair her wall.Vivint agrees to pay $150.00 toward the repair of Ms. [redacted]’s wall. Vivint’s records indicate that Ms. [redacted] has been working with Vivint’s Claim Resolution Department to resolve this issue. The Claim Manager has reviewed the photographs that Ms. [redacted] provided and received several estimated costs for repairs. Seeing as the damage done is minimal the estimated cost of repair is below $100. Therefore it is not warranted for Vivint to send $1000.00 for the repairs.Vivint advises Ms. [redacted] to contact Vivint’s Claim Resolution Department to collect the $150.00.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:The salesman, Tyler, told me I cold cancel without penalty and on 1 of my 5 calls I was told that since Nov 2016 would be 24 months the contract would be considered fulfilled by Patrick. I expect to pay until Nov 2016 which the amount would be $209.97 as they withdrew a payment in August for $69.99. it is not acceptable business practice to tell a buyer they can cancel without penalty or to give a 4 year agreement when the buyer stated 2 years would be the longest length   when Vivint attempted to sell me Solar, I declined because of the term of the agreement mowing I would be moving  I only mentioned my Chapter13 as proof that I knew I would not sign longer than 2 years, knowing I would be moving and cannot buy for 6 more years  Tyler, the door to door salesman never explained the 4 years and never explained cancelling.  When Vivint states I purchased in Nov 2014 I explained two years would be Nov 2016, which I believed was what I was signing.  
Sincerely,
[redacted]

June 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  September 6, 2012           Date of Addendum: October 30,...

2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on September 6, 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 would have lapsed on March 6, 2016.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on October 30, 2015.  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 thirty-six (36) month extension in exchange for a $180.00 credit to her billing account, 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 thirty-six 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 Mr. [redacted]’s agreement without penalty is not warranted at this time.  Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $674.85; however, because of the misunderstanding, I would be willing to lower Mr. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $303.68.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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 7, 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: July 13, 2007                                                               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 in 2014, she moved to a home that is located in an area that is unserviceable by Vivint. Ms. [redacted] further explains that her account has continued to be charged since she moved. Ms. [redacted] requests cancellation and a refund of monies paid since her move.   At this time, Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty.   Vivint has no record of Ms. [redacted] setting up a new account for her current address. Vivint also has no record of any tech confirmation of her current address being unserviceable.   As such, no refund is warranted; however, 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

March 20, 2017Revdex.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, 2008           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Her Vivint system has been cancelled effective immediately. Ms. [redacted] has no financial obligation with Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 20, 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: December 16, 2016                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, Mr. [redacted] explains that he has experienced technical issues with Vivint’s thermostat as well as with his system as a result of the internet that he has. Mr. [redacted] requests cancellation of his account.   At this time, Vivint has agreed to cancel Mr. [redacted]’s account upon receipt of the equipment.   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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on December 16, 2016.   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 $85.99 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. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite this information and although Vivint is not responsible for the compatibility between the customer’s internet and the alarm system, Vivint has agreed to the above resolution. Vivint advises Mr. [redacted] to contact the representative that has attempted to contact him via phone and email to schedule an appointment for the equipment removal.   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

Tell us why here...June 16, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: May 19, 2008                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.  A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this representative and Mr. [redacted] have agreed upon a resolution.  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]

October 25, 2016       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: N/A                                                                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 he was told he would receive a refund of $399.00; however, he has not received this. Mr. [redacted] is requesting a refund of $399.00.   Vivint’s records indicate that a refund of $399.00 has been submitted to go back into his bank account within 7-10 business days. Vivint apologizes for any undue delay or inconvenience this may have caused.   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