Vivint Smart Home Security

March 14, 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 3, 2012                                                                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 attempted to contact 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]’s Vivint account has been canceled effective immediately. Additional Mr. [redacted] has been refunded in the amount of $49.99.   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 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 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

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: 7/22/2013        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] alleges that she had been continually paying for a monthly service and did not receive service for four months.  Ms. [redacted] desires a refund of monies paid during the time she did not receive service.  Vivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted]. 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

January 3, 2018       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: April 23, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she moved from the location where the system was originally installed. She further explains that she currently lives in a rental and is unable to have the system installed. Ms. [redacted] requests cancellation of her account.   At this time, Vivint is willing to cancel Ms. [redacted]’s account if Ms. [redacted] is willing to pay the remainder of the contract. Currently, Ms. [redacted]’s payoff amount is $1,049.85. Vivint is willing to reduce this amount by 50% which lowers the amount to $524.92.       It should be noted that 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 April 23, 2014.   During the recorded Pre-Installation Survey, 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 $69.99 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 Ms. [redacted] would like to take advantage of this offer, she may contact [email protected].   Despite the information mentioned, 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

Complaint: [redacted]
I am rejecting this response because:
This is my response to the explanation given by Vivint. My complaint was and still is that Vivint withheld decision making information during the promotion and installation of the security system which included the indoor and doorbell cameras.Vivint never disputed that the cameras were not working and that it manually has to be reconnected. This is information  was not disclosed. As such, I'm not certain that there might be additional information being withheld.My request remain the same,  that I should be release out of this contract. Please note, that Vivint cannot dispute in writing my claims about the cameras, so instead they are writing about the system was being monitored. I never questioned whether my home was being monitored or not. They are being deceptive again and  refusing to being accountable. Sincerely,
[redacted]

June 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Chiaki S[redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. S[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. S[redacted]’s satisfaction. Ms. S[redacted]’s contract does reflect 24 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 18, 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 30, 2017           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 while the system was being installed the technician caused damage to his home. As such, Mr. [redacted] requests that Vivint cover the cost or repairs of his home.Vivint records indicate that Mr. [redacted] was working with a Vivint Claim Resolutions Manager to resolve this issue. Vivint’s representative sent Mr. [redacted] a Release and Settlement Agreement that states: “Upon receiving a signed copy of this Release and Settlement Letter Agreement (“Letter Agreement”), Vivint will hire a contractor in your behalf to repair and Vivint-caused damages.” Mr. [redacted] informed Vivint’s Claim Resolutions Manager that he would not sign that agreement. Vivint is willing to cover the cost of repairs for Mr. [redacted]. However, Vivint cannot proceed to resolve this issue without a signed Release and Settlement Agreement. If Mr. [redacted] would like to move forward with resolving this issue he may contact the Claim Resolutions Manager that he was working with and provide a signed copy of the Release and Settlement 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

June 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the information...

provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that her parents were pressured by a Vivint representative, and cannot afford the Vivint system.  Ms. [redacted] desires cancellation of her mother’s agreement without penalty.Unfortunately, I am unable to find the Vivint account in question with the information given by Ms. [redacted].  I would advise Ms. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: April 6, 2013           To Whom It May Concern: I have reviewed the response provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this issue has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of September 14, 2016 without any additional fees. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Tell us why here...June 1, 2017   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: November 14, 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] explains that he has experienced difficulty with his system since December 2016. He further explains that Vivint has failed to fix the issues. Mr. [redacted] requests cancellation of his account and a refund of all payments made since December 2016.   At this time, Vivint is willing to cancel Mr. [redacted]’s account without penalty. Vivint received a phone call from Mr. [redacted] on December 7, 2016 regarding his cameras. On this phone call, Mr. [redacted] was properly assisted. Vivint did not receive any contact from Mr. [redacted] until approximately three months later when Mr. [redacted] contacted Vivint on March 9, 2017.  On March 15, 2017, a technician was sent to Mr. [redacted]’s home to inspect his system. The technician stated that the customer did not answer the phone and was not home.  Following this appointment, Vivint did not receive any further contact from Mr. [redacted] until two months later on May 5, 2017. On this phone call, Mr. [redacted] was properly assisted. On May 22, 2017, Mr. [redacted] contacted Vivint and a visit from a Vivint technician was offered to Mr. [redacted]; however, Mr. [redacted] declined this offer.  Due to the information mentioned, no refund is warranted as Vivint has attempted to address Mr. [redacted]’s concerns by sending a technician on numerous occasions.                         Despite this information, Mr. [redacted] has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: This appointment was requested over 2 weeks ago, not yesterday as claimed. It wasn't until Monday that I was called by a rep to schedule and at first I was told the 5th of dec. This is the same old canned statement Vivint always makes, of course they want to continue working on the problem so I keep paying them. Also, when I called about this particular problem, the rep on the phone was going to charge me a service fee and it wasn't until I got upset about it and demanded to speak with a supervisor that he waived the fee. The one time I needed this system to work, it didn't! What if it would've been someone breaking in my house, then what? I don't want your service, or lack there of. My patience with Vivint is why we're at this point now. I wanted to cancel during the first 10 days but I let try and fix the problem. With what I've paid Vivint I could have bought my own equipment and not have a 4yr contract paying for a problematic system since day 1. Not to mention saved over $200.00 in upgraded equipment that apparently was the issue.
Sincerely,
[redacted]

June 30, 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 14, 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 the representative who offered her the service was clearly a Vivint employee.  Vivint maintains its stance that this issue is between Sprint and Ms. [redacted], and apologizes for any inconveniences Ms. [redacted] has encountered with another company. Vivint has partner with Sprint in order to distribute their product, but the phone itself and the service is provided by Sprint. Unfortunately, Vivint cannot compensate Ms. [redacted] for her complaints concerning a separate company. 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 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 4, 2012           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]Chief Compliance Officer

February 1, 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 11, 2016                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a resolution. Vivint has agreed to cancel her account upon receipt of the equipment. Vivint is in the process of reserving an appointment for the removal of the equipment for Ms. [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

January 12, 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 17, 2012            Date of Addendum: December 17,...

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] states that she attempted to cancel her account, but was informed she could not given she agreed to an extension of the account in 2015. Ms. [redacted] disputes the validity of the renewal and she desires cancellation of her agreement without penalty. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account.  Vivint’s records show that on May 17, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on December 17, 2015. Ms. [redacted] represented that she was interested in extending the term of her agreement in exchange for a wallfob device. Based upon this representation, Vivint offered a sixty (60) 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 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, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if she has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:I am willing to settle for half the proposed amount, which would be $524.93.  If that is not acceptable, I will not negotiate further with you.  I have already informed my bank to cancel/deny any future payments or request for payment to Vivint.  If you send me to collections I will dispute it, and you can take me to court at that point.  Best of luck and happy holidays.
Sincerely,
[redacted]

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: N/A        Date of Agreement: N/A           To Whom It May Concern:In his rebuttal, Mr. [redacted] states that Vivint has done nothing to resolve his concerns and that if a store marks a wrong price they have to honor it.  Mr. [redacted] desires for Vivint to give him a free system if he signs up for wireless monitoring.  Vivint maintains its position and is unable to provide Mr. [redacted] with a free system.  Vivint has provided Mr. [redacted]’s feedback regarding his negative experience to sales management in the area.  Vivint has no record of any written Agreement or offer between Mr. [redacted] and a Vivint representative.  As such, Vivint has not violated a written or verified offer.  If Mr. [redacted] would like to further discuss pricing options to have a system installed in his home, he may contact Vivint’s sales department at 1-855-239-9099.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 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Brian C[redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 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 is being resolved to Mr. C[redacted]’s satisfaction.  If Mr. C[redacted] has any further questions or concerns regarding this, he may contact Vivint’s representative.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]

The alarm per their  email has been cancelled effective 8/27/15 and a credit has been issued to the account.  Furthermore, in agreement with the company no further billing or actions will take place, the account is closed.
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]

Complaint: [redacted]
I am rejecting this response because:
Yes we did settle with them this week but we do not know of any pre-recorded record to where we understood anything of what they said To the point of their response.  Maybe they can send us that proof.   They showed up at our door during a time when there were burglaries in our area.  It was not made clear to us that it was a 5 year contract.  The only way we signed a 5 yr contract is if we were mislead.
Sincerely,
[redacted]