Vivint Smart Home Security

September 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, 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

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 3, 2016           To Whom It May...

Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative has recently reached out to Mr. [redacted] to address his concerns. Vivint’s records indicate that this matter will be resolved to Mr. [redacted]’s satisfaction once the alarm system has been removed from his home on September 16, 2016. 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

Complaint: [redacted]
I am rejecting this response because: My husband and I maintain that due to the salesman misrepresenting service, our contract is vitiated.
Sincerely,
[redacted]

March 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, 2009           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 check in the amount of $264.99 was processed on March 1, 2018 and sent to Mr. [redacted]’s billing address. He can expect to receive this refund within 10 business days of that date. If Mr. [redacted] has additional questions or concerns Vivint requests that he contact the representative who has been working with him 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

Tell us why here...September 29, 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: June 17, 2016                                                 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.  In her complaint, she explains that she did not receive any bills for her account because her account contained wrong banking information. She further explains that she did not receive referral credits that she was supposed to have received. In addition, she was not made aware of the 48-month agreement term length. Ms. [redacted] requests that Vivint change her billing method to direct invoice and send a technician to fix her cameras.  A representative from Vivint has recently been in contact with Ms. [redacted] and an appointment has been scheduled to fix her camera issues. In addition, Vivint has agreed to waive the past due balance and issue a $100 referral credit to her account. Ms. [redacted]’s billing method was previously changed to direct invoice per her request.  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 Ms. [redacted] completed the required Pre-Installation Survey on June 17, 2016.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $80.99 each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in 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

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 although I have yet to hear anything from the company (via phone,mail or email) as they stated. No response is needed now since they have taken care of the issue. 
Sincerely,
[redacted]

January 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: May 12, 2008           To Whom It May Concern:  I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal Ms. [redacted] requests clarification about Vivint cancelling her System Purchase and Services Agreement (“Agreement”) without penalty. Vivint has cancelled Ms. [redacted]’s Agreement as of December 28, 2016 without penalty. To clarify this, Vivint will not charge Ms. [redacted] any further fees to cancel her Agreement. Vivint apologizes for any confusion in this. 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 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 22, 2013           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint, he explains that he has moved from the home where the security system is installed. As such, Mr. [redacted] requests cancellation of the account without penalty.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement on June 22, 2013. Mr. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly service fee of $68.99 plus any taxes each month of that term. Due to the fact that Mr. [redacted] is still within his original term, cancellation without penalty is not warranted. However, in an effort to assist Mr. [redacted] Vivint can discount Mr. [redacted]’s contractual buyout amount by fifty (50) percent. If Mr. [redacted] would like to move forward with this resolution or if he has any questions he may contact the representative who 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

January 6, 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: June 30, 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

June 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: May 26, 2012Date of Addendum: Jul 24, 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 his Agreement was renewed for forty-two (42) months without his consent. He is requesting immediate cancellation without penalty. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account immediately. Vivint’s records show that on May 26, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on Jul 24, 2015.  During this call, Vivint offered Mr. [redacted] $10.00 off his monthly rate in exchange for a forty-two (42) month renewal. Mr. [redacted] accepted this offer and was read the following statement:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representative if he 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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I was contacted by a "Customer Service Manager".  She was able to arrange a service appointment for me in an acceptable amount of time.  The service tech did show up when expected.  He did extensive work to correct all of the issues that resulted from a very poor install.  I am satisfied with the operating condition of my system at this time and agree that a months credit for loss of service is fair.  I do hope for the future success of this company that they correct the issues with their service appointments and use more qualified personnel to perform the installs.
Sincerely,
[redacted]

December 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: December 2, 2013           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has had issues with the system that have not been fixed by Vivint. Mr. [redacted]’s further explains that he has gotten collections letters in relation to his Vivint account. Mr. [redacted] requests that his account be canceled and removed from collections.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been removed from collections and it will remain canceled. Mr. [redacted] no longer has any obligation to Vivint. Mr. [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: 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 usMarch 21, 2018   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: March 10, 2018                                                              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 difficulty with the installation of his system. Mr. [redacted] requests that Vivint complete the installation process of his system. In an effort to resolve Mr. [redacted]’s concerns, Vivint has sent out a technician to complete the installation of Mr. [redacted]’s system, as well as apply three months of credit to his account. If Mr. [redacted] has any further concerns he may contact [email protected].  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 why here...

March 23, 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: June 21, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that the promised sensors have been installed. Vivint apologizes for any inconvenience this may have caused Mr. [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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: You obviously did not read the complaint. You DEFERRED my payment for 6 months of the year we lived in the rental and then continued to charge me 69.99 a month even after we moved into our home and we called for 4 months to get it set up. I was NEVER told 59.99 a month NO idea where that number came from. So all you did was "Credit" me what was actually OWED to me. I will be cancelling this horrible service when my contract is up in 2019. I find it amusing you state I had a balance of $99 and your "Waiving it" That is mighty nice of you to WAIVE a fee I was charged when you all could not get out to my home and install the device. So by your own admission you tried to charge me $99 for Services NOT rendered by you. I told you on the phone I will NOT remove this post. You all have lied to me multiple times and I am sure I will be getting a bill in the next month stating $69.99 instead of the $49 I should be charged.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: after vivint had supposedly fixed the problem with my faulty alarm service I requested that the contract be terminated since they failed to get the issues I was having resolved. And I also requested they cancel my service since they created a whole new agreement instead of transferring my service which without my knowledge restarted my contract agreement. They failed to uphold their end of the contract by providing a service that actually work properly so that is why I ceased making payments.  I no longer wish to continue with their company and feel like I shouldn’t have to pay for a system that doesn’t work
Sincerely,
[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 that I have absolutely no further obligation to Vivint.  This is to include no early termination charges.
Also Vivint agrees to not turn me over to collections for the early termination charges.  If they do they agree to be liable for any and all legal fees to pursue the matter since they have stated that I have no further obligation to them.
Sincerely,
[redacted]

May 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 21, 2015           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 her 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]Chief Compliance Officer

March 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: May 20, 2015                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s position remains that cancellation without penalty is not warranted at this time. If Mr. [redacted] would like to take advantage of the reduced buyout or swapping of equipment, he may contact the representative who has attempted to 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: (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: Douglas F[redacted] Vivint Account #: [redacted] Date of Agreement:  May 18, 2015 To Whom It May Concern: I have reviewed the information provided by Mr. Douglas F[redacted] and appreciate the opportunity to respond. In his complaint, Mr. F[redacted] alleges that someone other than Douglas F[redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F[redacted] did not sign the Agreement.  Mr. F[redacted] desires the Agreement to be terminated given these claims. A Vivint representative has attempted to contact Mr. Douglas F[redacted] to resolve this matter. Vivint stands behind its original response  and advises Mr. F[redacted] submit a notarized copy of his signature or a copy of his driver’s license. Upon receipt of either of these documents, Vivint will review the signatures, and may cancel his Agreement and write off the remaining balance. I would advise him to contact Vivint’s Customer Care department at [redacted], or he may contact the representative he has been working with directly.Should 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]