Vivint Smart Home Security

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: December 9, 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 was promised her final payment to Vivint would be refunded. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has contacted Ms. [redacted], in an effort to resolve these concerns. Vivint will refund Ms. [redacted] her final payment, in the amount of $[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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

March 17, 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 11, 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 experienced damage in his home from a recent fire. Mr. [redacted] further explains that following a recent move smoke detectors were not installed in his new home. Mr. [redacted] requests assistance in resolving his home damage claim.  A Vivint representative has attempted to contact Mr. [redacted] in an effort to resolve his complaint but has been unable to reach him. Vivint is not an insurer and as such Vivint recommends Mr. [redacted] contact his homeowner’s insurance provider and file a claim through them for any damage resulting from a fire in his home. Vivint records indicate that the sixty (60) month agreement which Mr. [redacted] signed on June 11, 2013 continues until June 11, 2018. Despite this fact if Mr. [redacted] desires Vivint is willing to cancel Mr. [redacted]’s service at no penalty. If he is interested in this offer Mr. [redacted] may contact the Vivint representative who has attempted to reach him by emailing [redacted]@vivint.com 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

I accept the response and want to make sure they take out of collections as soon as they can. Collections keeps calling me everyday wanting money.  Thank you. [redacted] 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

December 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 26, 2008           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]

November 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 4, 2011           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 her parents had the equipment removed from the home and cancelled the account. Ms. [redacted] further alleges Vivint continues to charge her parents. Ms. [redacted] desires the cancellation of the agreement. 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 January 5, 2011. 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] each month during that term.  Vivint’s further records indicate no one has contacted Vivint in regards to Ms. [redacted]’s account since August 2013. As such Ms. [redacted]’s account remained active on a month to month basis. Ms. [redacted] can cancel at any time given 30 days’ notice. Vivint would like to assist Ms. [redacted], Vivint has agreed to the cancellation of Ms. [redacted]’s account. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:I have left a voice mail and reached out to the other VIvint numbers I have.I have yet to received any of my money back (supposed to be within 10 days of NOC, per contract). I was told two times, up to 10 days. Clearly, it was not done at that time. It caused overdraft charges at my bank.I was told that according to the contract and due to 1) my making the equipment available multiple times and 2) due length of time (over 21 days), the equipment is mine to do with as I please and am not obligated to send anything back. I would like this in writing, would like this to be closed, and would like to stop being called and offered additional service effective immediately.[redacted]Sent from my iPhoneOn Sep 21, 2017, at 3:34 PM, Bea B[redacted] <rebekah.b[redacted]@vivint.com> wrote:Hello Mrs. [redacted], Recently, I have attempted to contact you in order to assist with your Revdex.com Complaint. Please contact me via email or call me at 801.229.6506 so that we can discuss the best solution for you. Thank you, Bea B[redacted] Legal Assistant P: 801.229.6506rebekah.b[redacted]@vivint.com vivint.SmartHomevivin...⇄ This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure, or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am asking that you reopen my complaint on Vivint I gave  enough time to fix their dysfunctional alarm they sent a guy on the 7th November he spent an hour didn't say what was wrong and left. I am still having the same problem the cops came again this is causing me so much stress I emailed them they never got a reply only telephone calls I get at this point I want to stop payment and let them this alarm out of my home now. This is costumer service told I am sending some on the 7th to fix the alarm and if broke I have pay for the to come back out to I don't this system in my home my family is fed up with it please help me a senior citizen to get resolved now thank you
Sincerely,
[redacted]

September 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: May 28, 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] explains that he has experienced and issue with the sales representative and the service. Mr. [redacted]’s desired resolution is cancelation of the contract. 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] and to resolve this issue. 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

August 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: October 19, 2007           To Whom It May...

Concern:I have reviewed the information provided by and appreciate the opportunity to respond. In her complaint Ms. [redacted] states that her account was supposed to be cancelled after she paid a total of $557.86 but her account has remained active. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint has cancelled Ms. [redacted]'s Agreement. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint apologizes for any undue delay in this process. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:VIVINT may consider the issue resolved but I am still not satisfied when the reasonable resolution to refund unauthorized funds withdrawn from a non-account holders checking account has not been met. VIVINT made the mistake themselves not once but twice even after being put on notice about it. I should not have to contact another party to ask for money that was removed from my account even if it is a family member per the representative Samantha from VIVINT that supposedly reached out to me. She left me a message to get with my niece LaToyia if I wanted the money because $59.99 was refunded to her VISA card on record. Samantha did not leave a callback contact number if I had any questions or even ask for my account information to make me whole. VIVINT could have and should have refunded my account on January 17, 2017 for both unauthorized amounts of $189.96 and $59.99 but stated to my niece and chose only to refund $189.96 claiming they would not refund the $59.99 to my account because she (LaToyia) owed that amount as a balance on her account. VIVINT was fully aware at that time that I had no financial obligation to my niece's account but refused to do the right thing. Believe me, I am not impressed with VIVINT's so-called professionalism and I am a consumer too. I will not be seeking alarm monitoring services through them, I will continue to use and tell all of my friends and family about the satisfied service I have received over the years and continue to receive from long-standing ADT. The final outcome in my favor is that VIVINT has removed my checking account information for the trusted one-time payment for additional equipment from LaToyia's account. I will settle up with my niece, it seems that I have no choice. VIVINT would not be able to be 'TRUSTED' with my financial information. Was it asking too much for VIVINT to do the right thing and refund the unauthorized ACH funds removed from my checking account in error?
Sincerely,Ms. [redacted]
[redacted]

January 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: November 22, 2014                         To Whom It May Concern: In her rebuttal, Ms. [redacted] alleges that the third party contractor Vivint sent was unable to repair her HVAC system, and that Vivint’s attempt to remove its thermostat from her home further escalated the issue.  Vivint’s records confirm that Ms. [redacted] notified Vivint of her concerns with the thermostat on many occasions. The third party contractor that inspected Ms. [redacted]’s HVAC system determined that the thermostat issue was caused by a problem with the HVAC system and not Vivint’s thermostat.  Vivint paid the service fee for that visit, but is not responsible for any repairs needed in regards to Ms. [redacted]’s HVAC system.To assist Ms. [redacted], Vivint has cancelled her Agreement without penalty, and has processed a refund of her most recent payment in the amount of $[redacted].  Vivint also allowed Ms. [redacted] to keep its thermostat and door lock at her home although the Agreement was terminated prematurely. Vivint maintains its position that no further compensation is warranted, and believes this matter to be resolved.  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 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: May 2, 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]

February 5, 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: June 29, 2015                                                 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she was misled by a Vivint representative regarding the term of her agreement, and the monthly cost of the service. Ms. [redacted] is requesting that the original offers she was given be honored.    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 June 29, 2015. 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.   Ms. [redacted]’s account was cancelled on November 27, 2015 for non-payment and was sold to an outside collections agency. Ms. [redacted] must settle the balance of her 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

May 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, 2017           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Ms. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Vivint’s records indicate that Ms. [redacted] informed Vivint of her desire to cancel on April 27, 2017.  After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. I advise Ms. [redacted] to contact a preselected Vivint Representative at 1-801-221-6728, and schedule an appointment for the removal of Vivint’s equipment. Following retrieval of the equipment from Ms. [redacted]’s home, Vivint will refund her the payments made to Vivint, in the amount of $268.35.  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 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Christy W[redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 2015           To Whom It May Concern:I have reviewed the...

information provided by Ms. W[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. W[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. W[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]

March 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: April 7,...

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] states that she cancelled her Agreement with Vivint by paying it off, but Vivint overcharged her and has not sent her a refund of the monies she overpaid, in the amount of $294.39.  Ms. [redacted] desires for Vivint to send a refund of $294.39 to her at her new address.  At this time, a check in the amount of $294.39 is being sent to Mr. and Ms. [redacted] at their new mailing address as shown on this complaint.  They may expect this in the mail in 7-10 business days.  Mr. and Ms. [redacted]’s account is cancelled, and they have 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 3, 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 24, 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 contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account and contract are being canceled. 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]

May 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 16, 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 is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of May 24, 2016. Ms. [redacted] may contact Vivint’s representative directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November
25, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

            Vivint Account #: [redacted]             Date of
Agreement: March 13, 2015To 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 was misled by Vivint regarding the
billing on her account. Ms. [redacted] desires the cancellation of the
account without penalty Vivint’s
records show that Ms. [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.  She also represented that she would pay a
monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that
term. Ms. [redacted] also signed a Schedule of Equipment and Services, in which
she agree to pay an addition price of $240.00 for two glass break sensors on
top of the agreed upon installation fees. Vivint has included both of these
documents in its response. Vivint’s
records further show that Ms. [redacted] never paid this charge.  As such, the account was cancelled for non-payment
on September 29, 2015, and will soon be sold to an outside agency. Vivint
representatives have been in contact with Ms. [redacted] and have offered to assist her
with a $[redacted] credit, which covers half the past due amount. Records indicate
Ms. [redacted] has declined this offer.Vivint will again extend this offer to Ms. [redacted] to assist with
reactivating the account. If Ms. [redacted] wishes to take advantage of this
offer, I would advise her to contact Vivint 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]

March 16, 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: May 11, 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 contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this representative and Mr. [redacted] have agreed upon a resolution. Mr. [redacted]’s name is currently being removed from his mother-in-law’s account and collections account. If he has any further questions regarding his complaint, he may contact the representative that has been in contact with 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]