Vivint Smart Home Security

November 7, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: 5916342              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.   In his complaint, Mr. [redacted] explains that he was supposed to receive a refund; however, he has yet to receive this refund.   Vivint’s records indicate that a refund of $54.11 was issued to Mr. [redacted]’s credit card on October 30, 2017. Mr. [redacted] should expect to receive this refund within 7-10 business days from the issue date. Vivint apologizes for any undue delay or inconvenience this may have caused Mr. [redacted].   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 3, 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: January 26, 2009                                                               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 experienced difficulty with customer service and deferments in particular. Ms. [redacted] requests cancellation of her account and a refund of $89.98.   Vivint’s records indicate that Ms. [redacted]’s account was cancelled on February 23, 2017. Additionally, a refund of $89.98 was issued on February 24, 2017; she should receive this refund with 7-10 business days from the issue date.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March, 1 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]           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 at the time of the initial sale she was told that the Vivint representative was a representative of her previous company. Ms. [redacted] further states that when she discovered he was not with her previous company she was promised additional pieces of equipment which were not provided. Ms. [redacted] requests the promised items.Vivint records indicate that Ms. [redacted]’ service was cancelled at her request on February, 24 2017 and all payments made to Vivint were refunded on February, 27 2017. Records further indicate that the equipment installed by Vivint was removed from her home on February 28, 2017. Ms. [redacted] 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

December 22, 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 25, 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 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 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

November 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 4, 2012            Date of Addendum: July...

1, 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 her equipment was never serviced. Ms. [redacted] further states the one representative she had come to her door was a sales representative who renewed her Agreement for a lower monthly rate. Ms. [redacted] now is experiencing equipment issue, but Vivint has not sent a service technician to her home. 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 December 4, 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 his alarm service on July 1, 2015. Ms. [redacted] represented that she was interested in extending the term of his agreement in exchange for a lower monthly service fee.  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. 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

April 25, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 22, 2014                                                              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] via phone and email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted]’s account has been cancelled today on April 25, 2016. If she has any questions or concerns, she may refer to the email that was sent to her or call the representative that has reached out 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

September 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 8,...

2008        Date of Addendum: March 28, 2013 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 been unable to cancel his System Purchase and Services Agreement (“Agreement”) with Vivint and has not used his system for two years. Mr. [redacted] desires a refund for time he has not used Vivint’s service.At this time, Vivint has cancelled Mr. [redacted]’s account and service at his request.  In an effort to assist Mr. and Ms. [redacted], Vivint will send a check in the amount of $224.95 to the mailing address on file, to refund the last five (5) months of service fees.  Vivint’s records show that on July 8, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As such, the initial term of the agreement would have lapsed on July 8, 2013.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on March 28, 2013.  Ms. [redacted] represented that she was interested in extending the term of her Agreement to keep her low monthly rate and add free service visits.  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. Due to this extension, cancellation of Ms. [redacted]’s Agreement without penalty was not warranted until the end of the extended term.  Further, Ms. [redacted]’s Agreement states that the term for services continues from year to year unless cancelled by either party in writing no later than thirty (30) days before the end of the term. (Section 2.4)  Mr. [redacted] called Vivint to request cancellation on September 23, 2015, but was advised of the year left in the extended term.  He provided a written notice on August 25, 2016, prior to the end of the term.Despite this information, Vivint agrees to the above resolution.  Mr. and Ms. [redacted] have no further obligation to Vivint and may expect the refund check in 7-10 business days.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 18, 2013          To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. Mrs. [redacted] states that her window sensors have not been functioning since she had her system installed with Vivint. The desired settlement was repair of services.  In order to assist Mrs. [redacted], Vivint is willing to replace up to six old window sensors from her previous company with new window sensors. A representative has sent Mrs. [redacted] his contact information so that she may schedule a technician to come out and replace these sensors. In addition to replacing these sensor, Vivint is willing to add a credit of $50 to her account. For further information, Vivint’s records indicate that following the installation of the equipment, Mrs. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mrs. [redacted] completed the required Post-Installation Survey on January 18, 2013. During the recorded Post-Installation Survey, Mrs. [redacted] represented that she was satisfied with the installation of his system.  In addition, Mrs. [redacted]’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that she may request a service visit (Sections 5, 12).  Vivint did not receive any notification of sensors not working until October of 2015. A refund of $50 would warranted since this was first time Mrs. [redacted] had notified Vivint of any issues with her system. 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.
Even though I should of received payment 9 months
Sincerely,
[redacted]

June 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: July 4, 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 matter is being resolved to Ms. [redacted]’s satisfaction. Following removal of Vivint’s equipment from her home, she will have no further obligation to Vivint.  She may contact Vivint’s representative directly with any further questions or concerns in this matter.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 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: ***  Complainant: *** *** Vivint Account #: *** Date of Agreement: January 15, 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. *** and appreciate the opportunity to respond. In her complaint Ms. *** alleges that the Vivint equipment that was recently installed in her home is causing her thermostat to malfunction. Ms. *** desires her thermostat to be operational or cancellation without penalty. Vivint’s records indicate that Ms. *** has an appointment scheduled for January 28, 2016 to relocate her alarm panel to minimize the interference with her thermostat. Vivint has also approved Ms. *** for an extended Right of Rescission (ROR) period that will end on February 2, 2016. If Ms. *** desires cancellation without penalty she may do so any time before her ROR end date, by calling into 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***

Complaint: [redacted]I am rejecting this response because:  This information is totally false.  I am going to start taking detailed notes and will file another claim with Revdex.com and the State of Massachusetts as soon as possible.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Their resolution was communicated to me by phone on June 12. I am currently waiting on an email confirmation. They resolved the issue to my complete satisfaction.
Sincerely,
Teresa [redacted]

November
20, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: March 28, 2015To 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 was misled by a Vivint representative regarding the capabilities of the
system. Mr. [redacted] desires the cancellation of the system 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 March 28, 2015.  During
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 $[redacted] 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.     In
Section 3 of Mr. [redacted]’ Agreement labeled as ‘Our Limited Liability’, it
states that Vivint does not warrant that the system will prevent a burglary.
Vivint is also unable to install outdoor sirens due to noise ordinances in
place by most local governments. Vivint recently responded to an alarm
triggered on Mr. [redacted]’s system. Vivint received the alarm on October 26,
2015 at 2:49 pm PST. Vivint made contact with Mr. [redacted]’ panel within seconds
of receiving this alarm. When we did not reach anyone over the panel, we began
the dispatch procedure and contact Mr. [redacted]’ phone numbers. At 2:51 pm we
reach a person claiming to be Mr. [redacted]. When Vivint received the incorrect
verbal password, Vivint dispatched the local authorities. Vivint did everything
according to its policy in the event of an alarm. Cancellation
of Mr. [redacted]’ account is not warranted at this time. Should Mr.
[redacted] wish to
cancel his Vivint agreement prematurely, he may pay off the remaining balance
on his account – currently $[redacted], however Vivint will take 25% off the
payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this
offer, I would advise him 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]

May 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: July 21, 2012          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.  Mrs. [redacted] notified Vivint of her plans to move on September 16, 2016. Mrs. [redacted] represented that she was planning on having her Vivint system in her new home however; it would not be ready until March. A Vivint representative offered to defer Mrs. [redacted]’s monthly payments for six (6) months while Mrs. [redacted] waited for her new home to be ready.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively: [redacted] you understand this call is being recorded and you agree to defer your payment and extend your end date by six (6) months from today. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.Vivint policies do not state that a Vivint representative will notify the customer when their deferment period is over. Vivint relied on Mr. [redacted]’s affirmative response to ensure that he understood his commitments to Vivint regarding his deferment. A refund will not be issued due to there being no Vivint policy stating that a Vivint representative will notify the customer when their deferment period is over. Vivint relied on the customer’s affirmative response to ensure that they understood their commitments to Vivint regarding their deferment.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 8, 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:  June 5, 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 a Vivint technician damaged one of her doors at the time of system installation, and that Vivint has not made a sufficient offer to replace the door.  Ms. [redacted] has received a quote from a local contractor, and she desires for Vivint to pay the amount given in the quote, which is $1,096.52.Vivint’s records indicate that Ms. [redacted] has been in contact with Vivint’s Home Damage department in regards to this concern.  After consulting with contractors in Ms. [redacted]’s area, Vivint offered a settlement of $[redacted], which Ms. [redacted] declined.  At this time, Ms. [redacted] has provided Vivint with the above-mentioned quote from another contractor, and Vivint’s Home Damage department is attempting to contact this contractor, so that this matter may be settled.A representative from Vivint’s Home Damage department remains in contact with Ms. [redacted], and will ensure that her recent quote is reviewed.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]

April 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 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 his Vivint billing account has been sent to collections. Mr. [redacted] further states that he was deployed at the time of the initial sale and was under the impression his Vivint account was cancelled in June, 2016. Mr. [redacted] is now in collections, and desires cancellation of his agreement without penalty.Vivint’s records show that [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to 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).  She also represented that she would pay a monthly monitoring fee of $69.99 each month, plus applicable taxes, during that term. A written notice of cancellation has yet to be provided by Ms. [redacted].Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after May 2015.  As such, the account was cancelled for non-payment on July 30, 2015, and was sold to an outside collections agency.  [redacted] and [redacted] must settle the balance of their 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 5, 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: May 12, 2010           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 has contacted Vivint multiple times, because her son’s phone number is connected to another customer’s account.  Ms. [redacted] alleges that Vivint has not removed the phone number, and she desires that her son’s phone number be removed from Vivint’s records.Vivint’s records show that the phone number in question has been removed from Vivint’s monitoring and account records.  A representative from Vivint has contacted Ms. [redacted] to confirm the phone number, and has ensured that the phone number is removed from the alternate 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, [redacted]

March 6, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: February 10,...

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 bought out and cancelled his contract on January 4, 2018 but that Vivint did not cancel his account and billed him another $108.30.  Mr. [redacted] desires a refund of $108.30 and cancellation of his Vivint Agreement.  At this time, Vivint will send a check in the amount of $108.30 to Mr. [redacted], to refund the payment taken after the account was paid off.  Mr. [redacted]’s Agreement was cancelled on February 27, 2018, and he has no further obligation to Vivint.  I apologize for any undue delay in this process.  Mr. [redacted] may expect his refund check in 7-10 days.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 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2017           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 Mr. [redacted] requires any further assistance, he 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