Vivint Smart Home Security

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: September 24, 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 reported a technical malfunction with her Vivint system and is unsatisfied with the response time. Ms. [redacted] desires cancellation of the Agreement without penalty.A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $899.82; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $404.91.  Alternately, Ms. [redacted] has been offered a credit to her Vivint billing account in the amount of $49.99.On February 10, 2017 Ms. [redacted] informed a Vivint representative that her Go Control Panel was no properly preforming. Vivint was able to send a technician to Ms. [redacted]’s home on February 13, 2017.Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time; however, if Ms. [redacted] wishes to take advantage of either of the offers explained above, she may contact the representative she has been working with 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

February 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, 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]

December 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: October 9, 2015                   ...

    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 to having equipment complications with her security system that have not been resolved. Ms. [redacted] desires the cancellation of her system without penalty. Vivint’s records indicate that Mr. [redacted] first notified Vivint of his equipment concerns on October 27, 2015. Mr. [redacted] informed a Vivint representative that his garage opener was recently stolen. On October 30, 2015, Mr. [redacted] reported believed his garage opener was opening on his own due to an open signal coming through on his garage sensor. Vivint attempted troubleshooting over the phone to resolve the issue. On November 18, 2015, Mr. [redacted] called in and reported he was still experiencing the concern with his garage opener, so Vivint scheduled an appointment with a Vivint field service professional. On November 21, 2015, a Vivint field service professional was dispatched to Ms. [redacted]’s home, and added an additional relay in case it was a signaling issue causing the concern. On December 2, 2015, Ms. [redacted] reported she still had a concern with the garage opener. A second appointment was scheduled on December 4, 2015. On December 4, 2015, the field service professional dispatched to Ms. [redacted]’s home noted Mr. [redacted] inform him that he had disabled his garage opener but the problem still existed. The field service professional explained if he disable the garage opener and the sensor still is reading as open, it could possible just be an issue with the sensor itself and not his garage opening on its own.  Vivint records further indicate a Vivint field service professional is being dispatched to Ms. [redacted] home on December 11, 2015. The assigned field service professional is instructed to inspect the sensor and possible replace it. Cancellation of the system is not 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[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: June 5, 2013To 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 has received various misinformation regarding her system move. To this date, a system has not been installed in her new home and Ms. [redacted] is paying for a five-year contract when she’d been under the impression that it was only a three-year contract. Ms. [redacted] is requesting cancellation without penalty and a refund for the month of June.At this time, Vivint is willing to waive the remainder of Ms. [redacted]’ contract and immediately cancel the account. A refund of $74.69 is currently being processed and Ms. [redacted] will receive it within 7-10 business days.  Vivint’s records show that on June 5, 2013, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted all the terms, including the statement that no oral representations made by the sales representative may change the Agreement. Vivint’s general policy when it comes to system moves is that a pull appointment will first be scheduled to remove the system, the customer then keeps the equipment for transport to their new home, and an appointment to re-install the same equipment is then scheduled following the move. Vivint apologizes for any inconveniences Ms. [redacted] encountered during this process. In resolution to this matter, Vivint agrees to the above offer. Ms. [redacted]’ account has been cancelled and she is under 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

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 need to know what the next steps are to assure that I am no longer billed. 
Sincerely,
[redacted]

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: September 17, 2012           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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

March 4, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 6, 2012                                                              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 on February 24, 2016, he called in to cancel his agreement. He spoke with a representative who offered an extension to his agreement. Mr. [redacted] rejected this offer and requested written confirmation stating that Vivint will not renew his agreement; Mr. [redacted] states the representative was unable to fulfill this request. Since he has not received a written confirmation that Vivint did not renew his contract, he is requesting a refund for six months of service. Vivint has attempted to reach Mr. [redacted] multiple times via phone in an effort to come to a mutual agreement. At this time, Vivint has agreed to immediately cancel his account and refund him for two months of service. Vivint apologizes for the inconvenience caused to Mr. [redacted] by not receiving written confirmation that Vivint did not renew his agreement. The refund has been issued today on March 4, 2016. Please allow 7-10 business days for this refund to appear back in his 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

March 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 15, 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]’ satisfaction. Mr. [redacted] may contact Vivint’s representative if he 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

June 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: August 7, 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 to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of June 8, 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

July 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2016           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 there was damage done to the exterior of his home. Mr. [redacted] wants the damage repaired.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve her concerns. Mr. [redacted] provided photographs of the damage. Vivint technicians are not qualified to fix any damage done to the outside of homes. However Vivint will be able to give Mr. [redacted] a check for $50 to cover the damages. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he wants to move forward with this resolution or 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 15, 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: June 29, 2015                                                   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 agreed to a 42 month contract; however, Vivint’s sales representative submitted a 60 month contract for Vivint’s records. Ms. [redacted] requests cancellation without penalty.   At this time, cancellation without penalty is not warranted. However, in an effort to address Ms. [redacted]’s concerns, Vivint has lowered her term length to 42 months.      Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement 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] signed the Agreement on June 29, 2015.     Upon signing the Agreement, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $49.99 each month during that term. Vivint relied on Ms. [redacted]’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Vivint has agreed to the above 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

January 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 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. She 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]

September 17, 2015Revdex.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           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 sent Vivint payment to cancel her Agreement earlier this year, but that Vivint continued to charge her for service and now has sent the account to collections.  Ms. [redacted] desires written verification that her account is paid off and cancelled, and no negative strike on her credit because of this. Vivint’s records confirm that Ms. [redacted] has provided proof of her payment to Vivint on February 9, 2015 to pay the remaining balance on her account.  Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  I have requested that this account be closed with the collections agency, and Ms. [redacted] should receive no further contact from them or from Vivint.  I apologize for any 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, 2013           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 Mrs. [redacted] in an effort to resolve Mr. [redacted]’s concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of August 5, 2016 and a refund has been processed for $207.97. Mr. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 2011           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 Ms. [redacted] requires any further assistance, she 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 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: August 17, 2010Date of Addendum: October 8, 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 has difficulty communicating over the phone and that Vivint claims he renewed his contract via the phone in April of 2017. He is requesting immediate cancellation without penalty. At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and immediately cancel his account.Vivint’s records show that on August 17, 2010, Mr. and Mrs. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mrs. [redacted] regarding her alarm service on October 8, 2014.  During this call, Mrs. [redacted] was offered a sixty (60) month extension in order to ensure her monthly payments remain the same.  Mrs. [redacted] accepted this offer and was read the following statement, after which she responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty 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 representatives 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

October 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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 Vivint is disconnecting her service and does not want her as a customer due to multiple technician visits.  Ms. [redacted] desires for Vivint to let her keep her service.Vivint’s records show that Ms. [redacted]’s Agreement with Vivint has been cancelled as of today, after a 30-day notice from Vivint to Ms. [redacted].  Vivint’s records show that Ms. [redacted] has completed the initial term of her Agreement.  She has scheduled forty-four (44) service visits and has not paid a trip fee for many of them.  Vivint has applied hundreds of dollars in credits to assist Ms. [redacted], and she has been behind in paying her monthly service fees and currently has a past due balance of $230.56.  A representative and an executive from Vivint have spoken with Ms. [redacted], and have given her multiple chances to stop this behavior.  Ms. [redacted] continued to call in and escalate in order to get service visits scheduled.  As such, Vivint gave her a 30-day notice of cancellation so she would have time to find a new security provider and would not need to be without service. Vivint maintains its position that Ms. [redacted]’s service has been cancelled, with notice, due to harassment and non-payment.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 16, 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: November 4, 2015                                                               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 has moved to a non-serviceable area. He further explains that he sent his 30-day notice of cancellation in March of 2017; however, his account continues to be charged for service. Ms. [redacted] requests a refund for monies paid since he sent his notice of cancellation and compensation.   At this time, Vivint is willing to refund Mr. [redacted] the amount of $129.98.   By way of explanation, on March 16, 2017, Mr. [redacted] was informed of the required 30-day notice of cancellation. Vivint did not receive Mr. [redacted]’s notice of cancellation until June 7, 2017. As such, Mr. [redacted]’s account should have been cancelled 30 days later on July 7, 2017.   Due to this information, Vivint has refunded the payments from July and August in the amount of $129.98. This refund will be issued to Mr. [redacted]’s checking account within 7-10 business days. Mr. [redacted]’s account has also been cancelled and he 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