Vivint Smart Home Security

February 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 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]

October 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 2007           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual 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

September 24, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, 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 received a false alarm fee and desired cancellation, further that she had sent in her notice of cancellation but the account has remained active. Ms. [redacted] has entered an agreement with another security company and desires cancellation of her Agreement with Vivint. 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 20, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] plus any applicable 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.   Further, Vivint’s records indicate that a notice of cancellation has been received. A verbal confirmation of the account cancellation is also required to proceed with any cancellation request to verify that the customer does wish to cancel. At this time cancellation without penalty is not warranted. If Ms. [redacted] desires to finalize her cancellation she will need to either transfer her service to another individual or pay off the remaining balance on the account. The total amount to cancel the account is $[redacted]. However in an effort to assist Ms. [redacted] Vivint will agree to cancel the agreement for $[redacted]. I would advise Ms. [redacted] to call Vivint’s Customer Loyalty department at ###-###-#### to facilitate this.   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 2, 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 12, 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] explains that a doorbell camera was not installed and that he has experienced issues with the equipment in his home. As such, Mr. [redacted] requests that his account be canceled without penalty.Vivint agrees to discount Mr. [redacted]’s contractual buyout amount by fifty (50) percent. Or, if Mr. [redacted] would like to keep his Vivint system, to send a technician to his home to fix or replace any equipment that is not working properly.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 [redacted] entered into an agreement with Vivint on June 12, 2015. Ms. [redacted] agreed to an original agreement term of forty-two (42) months and to pay a monthly monitoring fee of $64.99 plus any applicable taxes each month of that term. Vivint records further indicate that on July 12, 2016, a refund of $65.00 was issued for all monies paid for the doorbell camera. Due to these facts cancellation of Mr. [redacted]’s account without penalty is not warranted. Despite the information presented Vivint agrees to the above resolution. If Mr. [redacted] would like to move forward with one of these resolutions or if he has any questions he may contact the Vivint representative that 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

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,
Bethany W[redacted]

October 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 26, 2012           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 this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s Vivint Agreement was cancelled on October 22, 2017 and he has no further obligation to Vivint. 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

September 12, 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...

21, 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] states that he recently had equipment issues and realized that he has not had service for over a year. Mr. [redacted] further states that he has requested cancellation of his Agreement, but that Vivint continues to charge him for service.  Mr. [redacted] desires cancellation of his Agreement and confirmation of such. Vivint’s records show that Mr. [redacted]’s Agreement with Vivint was cancelled on September 8, 2016.  His payment for service in September 2016 was declined by his bank, so the last payment Vivint received was on August 1, 2016.Mr. [redacted] signed an Agreement with Vivint on June 21, 2008, in which he agreed that service would continue year to year after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on August 10, 2016, and his account was cancelled on September 8, 2016.Mr. [redacted]’s Agreement further states that it is the customer’s responsibility to test the system regularly and to notify Vivint of any problems with equipment (Section 11).  The alarm panel provides notifications when communication is lost, but it is the customer’s responsibility to contact Vivint to troubleshoot or schedule a service visit for repair of the system.  Vivint apologizes for any inconvenience Mr. [redacted] may have experienced, and for any undue delay in the cancellation process.  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

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: May 26, 2016           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] states that he has experienced issues with his cameras and garage door controller that have remained unresolved despite numerous technicians sent to his home. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty and for Vivint to remove the equipment from his home. Vivint agrees to cancel Mr. [redacted] Agreement without penalty provided Vivint can remove the equipment from his home. A representative will reach out to Mr. [redacted] to schedule an appointment to have the system removed.   Vivint’s records indicate that Mr. [redacted] has been experiencing difficulties with the Vivint cameras and garage door controller due to a slow internet connection. Vivint does request that a customer obtain the proper internet connection required to facilitate Vivint’s equipment (Section 12). Nevertheless, Vivint agrees 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Jennifer H[redacted] Vivint Account #: [redacted] Date of Agreement:  June 30, 2015 To Whom It May Concern:I have reviewed the information provided by Ms....

H[redacted] and appreciate the opportunity to respond. In her complaint, Ms. H[redacted] alleges that damage was done to her home during removal of Vivint’s equipment.  Based upon Ms. H[redacted]’s representations, and in an effort to resolve this dispute, a representative from Vivint’s home damage department has contacted Ms. H[redacted] and is arranging for any necessary repairs. At this time, this matter is in progress and a resolution will be reached to Ms. H[redacted]’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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 2, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges Vivint has breach the contact by not resolving the technical concern on her system. Ms. [redacted] desires the cancellation of the account without penalty. Vivint maintains its stance in regarding Ms. [redacted] account. Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) 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. In section 17D of Ms. [redacted] agreement it states, “Alarm systems and monitoring service may not always operate properly for various reasons”. Vivint has and appointment scheduled for Ms. [redacted] to resolve the concern with her doorbell camera on February 10, 2016. 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 25% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to credit Ms. [redacted]’s account $[redacted]; three months of Ms. [redacted]’s service fee. If Ms. [redacted] wishes to take advantage of either 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]

August 11, 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 3, 2012                                                               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 requested cancel her account on June 27, 2017; however, her account was charged another monthly payment on July 25th. Ms. [redacted] requests that Vivint refund her the amount of $54.11 and cancel her account.   At this time, Vivint is willing to refund the amount of $54.11 to go back in Ms. [redacted]’s checking account. Additionally, Ms. [redacted]’s account has been previously cancelled.   By way of explanation and according to Vivint’s cancellation policy, the customer must send Vivint a written notice of cancellation 30 days prior to cancellation. Because an additional billing cycle occurred prior to the effective date of the cancellation, a payment was appropriately withdrawn within the thirty day period and on her billing date of July 25, 2017.   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 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: N/A        To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Ms. [redacted] desires a refund of a payment made to Vivint of $168.95 and refund postage of $5.12.   Vivint’s records indicate that a refund in the amount of $168.95 is being sent back to the credit card on file on December 13, 2016, to refund the monies paid to Vivint by Ms. [redacted]. Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint. However a refund for postage is not warranted.  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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, 2014      To Whom It May Concern: In her rebuttal, Ms. [redacted] alleges she does not know who Ms. [redacted] is, and that she is having financial difficulties. Ms. [redacted] desires the cancellation of the agreement without penalty.Vivint apologizes for a typo that occurred in its previous response. The Purchase and Services Agreement Vivint has on file for Ms. [redacted]’ account is in fact signed by Ms. [redacted]. Vivint has included the Agreement it has on file for Ms. [redacted].  Vivint maintains its stance in regards to Ms. [redacted]’ account. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, because of the misunderstanding, I would be willing to lower Ms. [redacted]’ payoff amount by 40%, bringing the total payoff amount to $[redacted]. As Vivint stated in its previous response, Vivint has covered the past due amount on Ms. [redacted]’ account and she is currently up to date on her billing account. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

April 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2013          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on May 14, 2013During the recorded Pre-Installation Survey, Mr. [redacted] 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 $57.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $753.87; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $188.47. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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,
Timothy S[redacted]

Complaint: [redacted]
I am rejecting this response because:
 Dear Revdex.com,I am following up regarding my complaint against Vivint Home Security due to the fact my issues have not been handled.  I was informed via the messaging system that the Vivint corp., was not willing to do anything in regards to my complaint and have been unable to contact me.  I will say again that that is a cop out, I called and spoke to them atleast 8 times and had individuals over to my home 3 times regarding the issue of them not having installed a smoke detector in my home when our service was transfered to my new property.  At the very least they owe us the difference for 15 months of paying for something we didn't have (smoke detector), and the repairs necessary for our flooring and sub-floor when we had a fire.  It is not the responsibility of my insurance when we were paying to be notified of a fire from the company that is there to do just that among other things.  I appreciate your help in this matter.Thank you,[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  The response is incomplete and inaccurate.  My first communication with Vivint about the issues we were having was NOT on April 22nd.  My husband called in over 1.5 weeks prior to that to get on the schedule.  I ended up calling in on the 22nd because I received a rude call about having a balance on my account, which I did not.  I only received the call because the people at Vivint could not complete the proper paperwork or make the necessary notes on my account.  I'm glad to say that I THINK those mistakes have been corrected.In addition, the tech came on 5/2 and was somehow able to get the cameras to work more favorably and also the door lock, BUT now the light repeaters do not work at all. I'm not sure when we will actually have a completely working system, but I am growing more tired and frustrated by the day because Vivint cannot seem to get things together to serve the customers that keep them in business.
Sincerely,
[redacted]

September 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: N\A           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. 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]

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 Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact 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]’s account has been canceled and a refund has been issues back to Ms. [redacted] for $157.33. 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

November
16, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

            Vivint Account #: [redacted]             Date of
Agreement: July 19, 2011            Date of Addendum: April 2, 2014To 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 he cancelled his agreement in June 2015, but
Vivint continues to charge him for the service. Mr. [redacted] desires
the cancellation of the account without penalty. Vivint’s
records show that on July 19, 2011, Mr. [redacted] signed a Purchase and Services
Agreement with Vivint, with an initial term of forty-two (42) months. As such,
the initial term of the agreement would have lapsed on February 19, 2015. However,
Vivint spoke with Ms. [redacted] regarding her alarm service on April 2, 2014. Ms.
[redacted] represented that she was satisfied with Vivint’s services and that she
was interested in extending the term of her agreement with some additional
equipment. Based upon this representation, Vivint offered a forty-two (42)
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 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. Cancellation
of Mr. [redacted]’s agreement without penalty is not warranted, however Vivint
would like to assist Mr.
[redacted]. Vivint has agreed to cancel the extension, and agreed to cancel the
account. Vivint also agrees to waive any past due amount on the account. Mr.
[redacted] no longer has any 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]