Vivint Smart Home Security

September 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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] alleges that a false alarm fee had been issued to her after a Vivint technician had caused the false alarm when removing the ADT system. Vivint will reimburse Ms. [redacted] the $100 for the false alarm fee in the form of a check sent to her home. If Ms. [redacted] does not receive her check by September 25, 2015 I would advise her to call into Vivint for the status of her reimbursement. 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]

September 8, 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 12, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she was misled by her sales representative regarding payments. Ms. [redacted] requests cancellation of her account.   A representative has attempted to contact Ms. [redacted] via phone and email. Although Ms. [redacted]’s System Purchase and Services Agreement is valid, Vivint is willing to cancel her account upon retrieval of the equipment. Vivint advises Ms. [redacted] to contact this representative to schedule an appointment for the system 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

December 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]           Complainant: [redacted]             Vivint Account #: [redacted]   ...

       Date of Agreement: May 21, 2013                                                            To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] is filing this complaint on his sister, [redacted]’s behalf as she has a disability and is unable to use the system. As such, Mr. [redacted] desires cancellation of the account without penalty.  Vivint was contacted on December 18, 2015 by account holder’s sister, “[redacted]” and were made aware of this matter. At this time, Vivint advised [redacted] that Vivint would require a doctor’s note stating that the account holder does have a disability and cannot use the system. [redacted] refused to provide this documentation and thus the account has remained active.    Vivint still requires this documentation before an account cancellation can be considered. Please provide this to the contact information provided below.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.    Sincerely, Nathan *. W[redacted]

November 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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 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]

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

provided by Mr. C[redacted] and appreciate the opportunity to respond. In his complaint, Mr. C[redacted] alleges that he has been billed after he had requested and confirmed the cancellation of the agreement for his service with Vivint Wireless. He desires a refund for the amount paid after cancellation. Vivint’s records indicate that the last invoice on Mr. C[redacted]’ wireless account was August 01, 2015. The request and confirmation for cancellation was made August 06, 2015. As Mr. C[redacted] has cancelled the account and will not utilize service in August, the payment last taken will be refunded back to 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: [redacted], 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.
I appreciate Vivint's consideration of my situation and for resolving the situation quickly! All is good now. Thanks to [redacted] especially.Sincerely, [redacted] and [redacted]

September 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 18, 2008           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 has had multiple visits from his local police department due to false alarms. Mr. [redacted] desires cancellation without penalty, a refund for twelve (12) months of service and a refund for the false alarm fees. Vivint’s records indicate that Mr. [redacted] alarm system has been cancelled and he has no further obligation to Vivint. Vivint’s records further indicate that Vivint has offered to send technicians to resolve the issues with the system and Mr. [redacted] has denied these appointments. Since Vivint had not had a chance to resolve the issue a refund for 12 months of service and false alarm fees 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]

February 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: June 25, 2014           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 there was some confusion regarding the contract. As such, Mr. [redacted] requests that his account be removed from collections and cancelled. 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 is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been removed from collections and will remain cancelled. 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

June 12, 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, 2013           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $49.99 each month, plus applicable taxes, during that term.  Vivint’s records further show that Mr. [redacted] stopped making his monthly payments.  As such, the account was cancelled for non-payment on June 30, 2014, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency 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

May 26, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 9, 2011           To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he is still unable to access his online account, and that he has an updated panel.  Mr. [redacted] desires access to his billing information through Vivint’s online account system. A representative from Vivint has been working with Mr. [redacted] in an effort to resolve his concerns. This representative has advised Mr. [redacted] to contact a specialized team in Vivint’s Customer Care department to resolve this issue, as a recent service visit resulted in an updated panel that requires access to an updated online account center.  On May 22, 2015, a specialist attempted to contact Mr. [redacted], to assist him in gaining access to the new online system.  Mr. [redacted] returned the phone call, and a specialist was able to assist him in gaining the needed access.  Vivint believes that this issue has been resolved.In an effort to assist Mr. [redacted], Vivint has applied a credit to his billing account to cover three (3) months of service.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]

October 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: October 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, Ms. [redacted] explains that she has experienced issues with the equipment working properly. Ms. [redacted] also states that she does not recall signing a contract with Vivint. As such, Ms. [redacted] requests that her account be cancelled without penalty.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 October 14, 2016.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 $49.99 plus any taxes 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. Due to this termination of the agreement is not warranted. Vivint’s records further indicate that Ms. [redacted]’s account has been canceled due to a lack of payment. It has been sent to collections. In an effort to assist Ms. [redacted] Vivint would be able to remove her account from collections and reactivate it if she agrees to continue to pay her monthly payment as stated in the agreement. Vivint would also send a technician to Ms. [redacted]’s home to fix/replace any equipment that is not working properly.A Vivint representative has reached out to Ms. [redacted] via email in an effort to resolve this issue. If Ms. [redacted] has any questions she can contact the Vivint representative who reached out to her directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 28, 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 6,...

2016                         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 has had equipment complications with her security system that have not been resolved, and that Vivint’s installation caused damage to her home.  Ms. [redacted] further states that she was not aware of the forty-two (42) month Agreement and has been unable to cancel her service.  She desires to have the system removed from her home, her payments refunded, and her Agreement cancelled without penalty. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns.  At this time, Vivint is willing to cancel Ms. [redacted]’s Agreement and refund her payments if she will allow Vivint to retrieve its equipment from her home.  Vivint’s records show that Ms. [redacted] notified Vivint of her equipment concerns shortly after installation, but after the first appointment Ms. [redacted] has continued to have issues that have not been resolved.  Ms. [redacted] signed an Agreement on October 6, 2016 with an initial term of forty-two (42) months and a monthly services fee of $90.99; however, Vivint agrees to cancel the Agreement at this time.  Ms. [redacted] may contact Vivint’s representative directly to schedule removal of the equipment from her home.  Following the removal, Ms. [redacted] will have no further obligation to Vivint and all monies paid to Vivint will be refunded 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

October 24, 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, 2017           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 she was over charged over $1700.00. As such, Ms. [redacted] requests a refund of $1700.00.A representative from Vivint has recently contacted Ms. [redacted] over the phone 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 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

Complaint: [redacted]
I am rejecting this response because: I don't have an issue with the agrreement or the price my issue is with the company's customer service and the amount of time that it takes to get a service call. I have had this service in my new home since Feb 2015 and I have had issues with my security camera on and off and now it's completely off. I don't think any one at the company would want their family's safety put in jeopardy for an entire month. I'm not pleased with the service or the costumer service. I called on Vivint on Friday and spoke with a customer service rep and no one could resolved my issue. I was told I would be contacted back and I didn't hear from any rep until Mon. I sat home Saturday morning waiting for an appointment that was supposed to happen between 8 am 12. At 1030 I called and the rep said that the tech was on the way. Around 1105 I call Vivint and that when they could find my service call and told me they could come out until the 30th. That ridiculous to have to wait an entire month to get my system fixed. I didn't agree to a month credit I just wanted to get it fixed. I would still like to be released for my contract. I'm not satisfied and the haven't provided what was promised.
Sincerely,
[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Angela M[redacted] Vivint Account #: [redacted] Date of Agreement: May 20, 2010        To Whom It May Concern:I have reviewed the information...

provided by Ms. Angela M[redacted] and appreciate the opportunity to respond. In her complaint, Ms. M[redacted] alleges that she cancelled her Vivint system, and that she has not received a refund of the monies she paid to Vivint thereafter.  Ms. M[redacted] desires a refund of $52.99.  Vivint’s records indicate that a refund in the amount of $52.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. M[redacted].  Ms. M[redacted]’s account is cancelled, and she has no further obligation to 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 24, 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 23, 2016           To Whom It May Concern: I have reviewed the rebuttal from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s rebuttal, he states that he does not accept Vivint’s response. Mr. [redacted] states that the new homeowners were not happy with Vivint’s service so they did not take over Mr. [redacted]’s contract. As such, Mr. [redacted] still requests that his account be canceled without penalty.A representative from Vivint has previously attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint maintains its stance where cancellation of Mr. [redacted]’s account without penalty is not warranted. Vivint’s records show that Mr. [redacted] has forty (40) months remaining on his. Because the new homeowners did not take over Mr. [redacted]’s agreement the responsibility of completing the agreement is with Mr. [redacted]. Vivint recommends that if taking over the Vivint security account was part of his real estate transaction with the new homeowners that Mr. [redacted] should contact his real estate agent to have the new homeowners take over the account. Or Vivint is willing to give Mr. [redacted] a twenty-five (25) percent discount on his contractual buyout fee if he would prefer to cancel his agreement early.If Mr. [redacted] has any questions or concerns he may contact the Vivint 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 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 19, 2013          To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges that she can no longer afford the service and feels she has fulfilled her agreement by paying for twenty-nine (29) months of the Agreement. Ms. [redacted] desires the cancellation of the Agreement without penalty. 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 August 19, 2013.  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 $[redacted] 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.     Vivint’s records indicate Ms. [redacted] recently contact Vivint’s Customer loyalty department and requested the cancellation of the account. The Vivint representative offered to downgrade her system and reduced her monthly rate to $[redacted], to which Ms. [redacted] accepted. Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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. I also spoke to Bee from Vivint's legal department and she notified me that I will receive the four months credit due to me for the downtime.I appreciate the Revdex.com's assistance in resolving this matter.
Regards, 
[redacted]

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, 2010           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 contacted Mr. [redacted] in an effort to resolve his concerns. In his complaint, Mr. [redacted] states that he has attempted to cancel his Vivint account numerous times. He states that Vivint will not cancel his account until he resolves the balance on his billing account. Vivint’s records show that Mr. [redacted] stopped making his monthly payments after November 2016 and has an outstanding balance of $284.90. A written notice of cancellation was provided by Mr. [redacted] on February 22, 2017.Vivint has offered to waive any invoices after Vivint received Mr. [redacted]’s notice of cancellation. Mr. [redacted]’s adjusted outstanding balance is $227.92. If Mr. [redacted] wishes to cancel his Vivint account, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232 to resolve his outstanding balance of $227.92.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

November 11, 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 8, 2016           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In her complaint Mr. [redacted] explains that he has had issues with getting outdoor cameras as well as canceling his account. Mr. [redacted] requests that his service be canceled. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted]. Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to 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