Vivint Smart Home Security

December 27, 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 13, 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 he has not received his refund for the time that he moved his account into someone else’s name. As such, Mr. [redacted] requests a refund for all monies pail while the account was not in his name.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 has been resolved to Mr. [redacted]’s satisfaction. A refund check was sent to Mr. [redacted]’s new address and Vivint records show that it was cashed successfully. 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The reason for my complaint was not to cancel the service with Vivint, but rather to identify that the sales practices were inappropriate.  My mother is 83 years old and in no way fully understood what was going to happen when she accepted the install of the system.  She is living on a fixed income and to sell her a system when her current system was still under contract is totally inappropriate.  Unfortunately she is not capable to search the internet for feedback from other customers, otherwise she would have been made aware of others who have had the same experience with your sales staff.  In the end, she had to pay over $561.00 to cancel her other service which is unacceptable.  Cancelling the new service in no way resolves the complaint she has.
Sincerely,[redacted] (Son) for [redacted]

September 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, 2011           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s maintains its position in that a copy of the death certificate is required to proceed with the cancellation of Ms. [redacted]’s mother’s account. Upon receiving said documentation Vivint will cancel the account without penalty. 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 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 9, 2012            Date of Addendum: March 17,...

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] states that he mailed Vivint a letter of cancellation in August of 2017. He then claims that Vivint informed him he’d have to pay $700.00 in order to cancel the account. Mr. [redacted] is requesting immediate cancellation with no penalty.At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account.  All future charges have been waived and Mr. [redacted] is under no obligation to Vivint. Vivint’s records show that on April 9, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on March 17, 2015. During this call, Mr. [redacted] was offered a 42 month contract renewal in order to secure his monthly rate. Mr. [redacted] accepted this offer and was read the following statement, after which Mr. [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, Mr. Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representatives if he 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

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, 2016To 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 panel’s volume has not been functioning correctly and he is unable to lower it. He is requesting that his monthly bill be adjusted until this issue is fixed. At this time, Vivint is willing to offer a free month of service to compensate for the inconvenience. Vivint’s developers are aware of the volume control issue in the latest panel update and are working to fix it as soon as possible. Numerous customers have reported experiencing this issue and Vivint has prioritized finding a resolution. Vivint apologizes for any inconvenience this panel issue has caused and will inform Mr. [redacted] of a solution when one is developed. The month of free service has been credited 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 24, 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 26, 2014           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she has had issues with the service. Ms. [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’ satisfaction. Ms. [redacted]’ account has been canceled as of October 24, 2016. 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

July 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: December...

13, 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] states that her mother has a contract with Vivint but has no system in her home and is moving to an assisted living facility.  Ms. [redacted] further states that she has requested cancellation of her mother’s account but that Vivint will not cancel it.  She desires cancellation of her mother’s account. At this time, Vivint has cancelled the account of Ms. [redacted], effective immediately.Vivint’s records show that Ms. [redacted] contacted Vivint on May 17, 2014 because her alarm panel was beeping and she could not stop it.  She indicated that she had removed or disabled the panel, and Vivint scheduled a service visit to address the issue.  On May 30, 2014, Vivint’s technician arrived for the service visit and Ms. [redacted] declined service and advised that she would call Vivint if she wanted another appointment. Vivint was not notified of any further equipment issues and did not receive a written notice of cancellation for the account.  As such, the account continued to be charged each month pursuant to the signed Agreement.Vivint apologizes for any inconvenience or hardship that Ms. [redacted] or Ms. [redacted] may have experienced in attempting to resolve these concerns.  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]Chief Compliance Officer

January 27, 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 16,...

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] states that she moved and requested cancellation of her Agreement by complying with the 30-day written notice policy, but that Vivint continued to contact her and would not cancel the account.  Ms. [redacted] desires for Vivint to follow the cancellation procedure outlined in the Agreement and not continue to harass customers who have requested cancellation. At this time, Vivint has cancelled Ms. [redacted]’s Agreement and will not contact her further.  Vivint confirms that Ms. [redacted] sent a 30-day notice of cancellation on November 28, 2016, and would like to apologize for any undue delay in the process of cancellation.  Ms. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 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: May 28, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: I am waiting on documents from my attorney's office: [redacted], Nashville Tn This company has already told me they intend to charge me for another month. I suppose this letter means otherwise. I will be in touch when I receive my documents from my attorney. Like I said before , they told me the alarm has not been working at all and has been disconnected for at least the past year. I may also go by the house and get a notarized statement from the current owners if I need to. I found this info out because I questioned whether or not the current owners were using the alarm while I was paying for it. Vivint said no.  Thank you,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Vivint's representative was very polite and forthcoming with new information that we have never been informed of before.  They stated that they cannot approve a repair payment over $2,000 - yet this was the first I had ever heard this, and never saw this in writing.  I understand that is policy, but if they did more than $2,000 in damage, it is there responsibility to fix in a timely manner.  As few as the 3rd party excuse, we have been waiting for 4 weeks for a door per Vivint.  Common sense tells me this is insane.  Our first handyman said he could have it in 3 days, Vivint declined based on this $2k policy we were never informed of...so here we wait, 19 weeks later, for a door that was available 3 days after the initial incident.This is an incident between Vivint destroying our doors, and passing blame because THEY cannot find the cheapest possible contractor should not be our issue.  This is a home security company, and I am appalled that they don't seem to mind that there is a HOLE in our door and has been for 19 weeks.  Makes you wonder about their commitment to safety or money.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not received the callback nor paperwork and equipment promised on the day of our conversation as of Sunday August 20, 2017
Sincerely,
[redacted]

November 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, 2014           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. A technician has visited Mr. [redacted]’s home and records indicate that the technical issues Mr. [redacted] has been experiencing have been 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

March 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: March 1,...

2013        Date of Addendum: December 7, 2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was tricked into extending the term of her Agreement over the phone with Vivint, and that now she is unable to cancel her Agreement. Ms. [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on March 1, 2013, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on December 7, 2015, toward the end of the initial term.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly rate for twelve (12) months.  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 validity of this extension, Vivint agrees to the above resolution.  Ms. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 18, 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 8, 2015                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that the doorbell siren/ringing from the system can’t be heard throughout his home. As such, Mr. [redacted] requests cancellation of his account without penalty.   At this time, cancellation without penalty is not warranted. Vivint sent out a technician on November 14, 2016 and relocated the panel per the customer’s request.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed the System Purchase and Services Agreement on May 8, 2015.  Every customer must sign this documet, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions.     Upon signing the Agreement, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $69.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     If Mr. [redacted] is still experiencing technical issues, he may contact the representative who has attempted to contact 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

March 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, 2017           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 a Vivint technician left damage to his home. Mr. [redacted] desires a refund of all monies paid to Vivint and repair of his walls.After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint was cancelled on February 7, 2018. Vivint’s records show that the Vivint equipment was removed from Mr. [redacted]’s home on February 20, 2018.Mr. [redacted] may contact Vivint’s Home Damage Department at 801.229.6547 to have the damage repaired to his home.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 27, 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 10, 2009            Date of Addendum: January 12,...

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 Vivint is holding her to a contract that is expired. Ms. [redacted] desires the cancellation of her account without penalty. Vivint’s records show that on July 10, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. As such, the initial term of the agreement would have lapsed on November 10, 2012 and continued from month to month.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on December 7, 2012. Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a twenty-four (24) 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. Ms. [redacted] signed the extension on January 12, 2013; this is the date the renewal became active. Ms. [redacted]’ account after January 12, 2015 once again reverted to a month to month agreement. Ms. [redacted] could request cancellation of the account at any time as long as she provided a written notice of cancellation 30 day prior to her desired cancellation date (Section 2.4). Vivint has agreed to make an exception to this rule, and has agreed to cancel Ms. [redacted]’ account. Ms. [redacted] no longer has an 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]

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: June 30, 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 she cancelled her account on November 25, 2015, but Vivint drafted a payment after her cancellation date. Ms. [redacted] desires the refund of the final payment made.  Vivint’s records indicate that a refund in the amount of $57.99 is being sent back to the checking account on file, to refund Ms. [redacted]’s final payment. Ms. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 9, 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 21, 2016           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 he moved from his home due to his job and that he canceled his account with Vivint but was told that there was a charge on the account of $334.00 that went to credit reporting agencies. As such, Mr. [redacted] requests a refund of $334.00 and the negative credit entry removed.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint does not have any record of Mr. [redacted] moving in May of 2016 or of a Notice of Cancelation. Vivint’s records do indicate that Mr. [redacted]’s account was cancelled and sent to collections due to a lack of payment. Due to these facts a refund of the full $334.00 is not warranted. However, in an effort to assist Mr. [redacted] Vivint is willing to issue a refund of $100.00 and Vivint is having the negative credit entry removed. If Mr. [redacted] has any questions or concerns he may contact the representative who reached out 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