Vivint Smart Home Security

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: June 23, 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 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]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:   I did not ask to cancel my agreement with this company as their response would seem to imply.  I simply wanted to express my issues with the way they conduct business and forewarn others before they choose them to provide security service to them.  And to further clarify the timeline of these issues with them, not only did I call on May 17th, but I also called twice on May 23rd which is when this 90 plus minute call with their useless customer service team took place.  During that call is when an appointment was requested and scheduled for May 25th.  Had they held up their end of the request and agreement to send a technician out on May 25th, I would have never had to call back on that day.  That was the day that I found out that my appointment was cancelled because of their system scheduling a Texas based technician to service my system in Florida!  It is only after that May 25th call that a technician finally was dispatched on May 26th and even then I had to practically flip out that morning to get a technician out that particular day.  If left up to them they were not going to send someone out until the following week AFTER Memorial Day.  I'd probably still be waiting for a technician to come this very day since their scheduling system is has no sensible logic built into it.You can stop responding Mr. W[redacted] because there is nothing that can be said that will ever change my opinion of your company and it's system.  I will never recommend your company to anyone nor will I ever accept your response to my complaint.  Again, I never asked to cancel my agreement and if you are going to quote timelines, try a little harder to be very accurate and very clear about the dates, times, and why it was necessary for me to even call your company.  Its shameful that I should have to even call at all, let alone according to the accurate timeline, multiple times within 6 day period!
Sincerely,
[redacted]

June 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: May 23, 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 he has experienced and issue with the service. Mr. [redacted]’s desired resolution is cancelation of the contract. A representative from Vivint has recently tried to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted]. Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to her directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: This is an unacceptable response from Vivint.  My contract included a doorbell camera and Premium Service so all the equipment would be serviced.  My doorbell is always disconnected and broken.  It has been replaced at least 4 times and never works.  Vivint has not held up their end of the contract to provide the service that I signed up for. I would be ashamed to operate a business the way that Vivint has and how they have treated me on this issue.  All I want is for my service to work the way it is supposed to.  That is why I paid extra for the Premium Service.  Vivint's answer is to downgrade the system to something I don't want.  They also offer that I can pay $1189.83 buyout fee.  Apparently this is at a 50% discount.  Why would I have to pay a fee to get out of a contract that Vivint cannot meet the terms of? A Vivent representative that I spoke to on the phone told me that there are some homes that the doorbell camera just doesn't work in.  I am pretty sure my home is one of those homes.  Vivint knows that the doorbell camera is a poor piece of equipment and they are trying to make me pay a buyout fee because they cannot meet their obligation to the contract I signed.  I want Vivint to cancel the contract without trying to charge me fee's.  Vivint has not provided the service I signed up for.
Sincerely,
[redacted]

June 9, 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 18, 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 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 as of June 7, 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

August 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 2016           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was never informed by her sales representative that her System Purchase and Service Agreement (“Agreement”) was for a sixty (60) month term. Ms. [redacted] further states that she contacted her sales representative the next day to try and cancel the service after finding out she was still under contact with her old provider [redacted]. Ms. [redacted] says that her Vivint sales representative never called her back and now she is unable to cancel. Ms. [redacted] is requesting cancellation of her Agreement without penalty. Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an Agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on June 1, 2016. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months. She also represented that she would pay a monthly monitoring fee of $70.99 each month during that term. Further, Ms. [redacted] represented that these terms were clearly outlined on her 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] was provided a copy of her Pre-Installation Survey phone call on August 9, 2016.A Vivint representative recently contacted Ms. [redacted]’ sales representative. The sales representative confirmed that Ms. [redacted] did not contact him with concern to cancellation until 3 weeks after the installation period. It should be notated that Vivint does provide a three (3) day Right of Rescission period where a customer may cancel for any reason however; Ms. [redacted] did not contact Vivint within that three (3) day period. At this time, cancellation without penalty is not warranted due to the above information. However, in an effort to assist Ms. [redacted] Vivint is willing to offer the following resolutions, which she may have her pick of one.  (1) Vivint is willing to reduce Ms. [redacted] Agreement to a forty-two (42) month initial term. (2) Vivint will reduce Ms. [redacted]’ payments by $20.00 a month for the remainder of her sixty (60) month Agreement. If Ms. [redacted] wishes to accept either of these offers, she may contact the legal representative she has been working with 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]Chief Compliance Officer

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: June 25, 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 her sales rep had told her that she could cancel without any issues. Ms. [redacted] desires 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 June 25, 2015.  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.  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.   As stated in section 4.3 of the System Purchase and Services Agreement a new customer has three (3) days to cancel the Agreement without penalty. This trial period is in place so a customer can try out the system before committing to the contract terms. Ms. [redacted]’s account has moved passed this trial period and the Agreement is valid and in effect, cancellation without penalty is not warranted at this time. Regardless, Vivint will agree to waive the $99 move fee, this offer is valid until Ms. [redacted] is ready to move into her new residence. Further since Ms. [redacted] is a valued new customer Vivint will provide Ms. [redacted] with 3 months of free service to assist with her move.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 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Original Agreement: April 25, 2009           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] explains that Vivint continued to charge her even after the term of her contract had ended. Ms. [redacted] request that Vivint refund her $249.95.Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on April 25, 2009, in which she agreed that service would continue month to month after the initial term of thirty-nine (39) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). Vivint does not have any record of any written Notice of Cancelation. Therefore Ms. [redacted] continued to be billed for the service she was receiving from Vivint. Due to that fact refunding $249.95 is not warranted. However, in an effort to assist Ms. [redacted] Vivint will cancel her account as of today August 27, 2016 without any further charges. A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve these concerns.  Ms. [redacted] account has been cancelled, and she has no further obligation to Vivint. Ms. [redacted] may contact the representative who reached 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 18, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that when the system was installed, all the promised equipment was not installed. Because Vivint was unable to install the missing equipment in a timely matter, she decided to cancel the service. However, Vivint continues to receive a payment from her account. Ms. [redacted] desires the cancellation of the account and a refund of all payments made. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing cancel the account and refund all payments made to the checking account on fileAfter further review, Vivint’s records show that a written notice of cancellation was missing from Ms. [redacted]’s account. As such the account remained open and automatic payments were still being received by Vivint. Vivint will accept Ms. [redacted]’s complaint as formal notice of cancellation and cancel the account with no further contractual obligation. A refund has been sent to Ms. [redacted]’s checking account in the amount of $311.97. Please note that the refund may take 7 to 10 business day to be processed. If Ms. [redacted] has any additional concerns she may contact Vivint 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 30, 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] explains that he was misled at the time of sale regarding the term length of his System Purchase and Service Agreement (“Agreement”). Mr. [redacted] further states that he has had equipment issues. Mr. [redacted] wishes for Vivint to cancel his Agreement without penalty. In September 2016, Vivint offered Mr. [redacted] a reduced payoff of his Agreement by 60% in an effort to resolve his concerns.  By paying his monthly service fees since that time, Mr. [redacted] has paid the reduced amount agreed upon by Vivint.  As such, Vivint will cancel Mr. [redacted]’s Agreement, effective immediately.Vivint’s records indicate Mr. [redacted] signed his Agreement on April 30, 2014, representing 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 $68.99 each month during that term.  Vivint has addressed issues with the system and billing as Mr. [redacted] has reported them.Although cancellation without penalty is not warranted at this time, Vivint agrees to the above resolution and has cancelled Mr. [redacted]’s Agreement.  He 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 20, 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 28, 2008...

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 recently requested cancellation of her Agreement due to Vivint’s failure to complete an update of her system, but that Vivint has not cancelled her account because she agreed to an extension of her Agreement term. 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 July 28, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on January 10, 2017.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for an upgrade of her system.  However, Vivint has not yet installed the upgraded equipment, and Ms. [redacted] provided a notice of cancellation on January 12, 2017.   As such, 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 [redacted], 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: April 11, 2014           To Whom It May Concern: I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she was told that her account was passed due when she has paid every month. 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]‘s satisfaction. Ms. [redacted]’s account shows that she is on time with her payments. Vivint has also put one month of credit on Ms. [redacted]’s account out of goodwill 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will be calling customer service to set up two cameras @ $199 each and no installation charge. 
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. I have yet to even receive a bill from them and as far as batteries are concerned we may have had the keypad for a little over a week before the batteries went dead. When I called for a second keypad they told me I was unable to get a second keypad-so I'm im a little confused again regarding a second keypad. My family's safety is very important to me so a second purchase was definitely not a problem. Hopefully I won't run into anymore issues with this company because me being a customer of [redacted] for 20 years, I have never ever had to contact them regarding anything concerning their products. Protecting my family with a company that provides additional support of protection should never be difficult so that's why I was concerned. 
Sincerely,
[redacted]

December 21, 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 15, 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.  Ms. [redacted] has indicated that a technician was at her home on December 19, 2016, and that her system seems to be functioning well at this time.  Vivint has applied credit to Ms. [redacted]’s account for any inconvenience or hardship these problems may have caused.  Ms. [redacted] may contact Vivint’s representative directly if she experiences further troubles with her system, or if she has any questions or concerns regarding this 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

February 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: November 25, 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] explains that he has had issues with the equipment and cancelling his account. Mr. [redacted]’s desired resolution is cancelation of the contract and a refund of the monies paid.   A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges and refund the amount Mr. [redacted] paid for the equipment, if Mr. [redacted] will allow a Vivint technician to come to her 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

Complaint: [redacted]
I am rejecting this response because:Very little of the response from Vivint is truthful. 1. Very few of the actual calls to Vivint are referenced in the response. The dozens and dozens of times the alarm went off without cause or provocation is not mentioned.2. The 3 times that the Vivint representative had an appointment and failed to show up are not documented. According to the response, the representative showed on April 28, 2015. I ASSURE you, no one showed up at [redacted] [redacted] on that day. We purposely posted someone in the building from 7:15 AM until 6:15 pm that day. NO ONE FROM VIVINT SHOWED UP. The Vivint technician did not show and did not call for the April 1, 2015 appointment. Again, someone was present in the business the entire day to be sure and interact with Vivint. This also happened on March 6, 2015. The technician had a scheduled appointment and did not show. They did show on February 11,015 and changed out the panel. It has not worked correctly since. Since a few days after the  February 11, 2015 appointment the system has not worked. We continually have had to wait 28-30 days for an appointment only to not have them show. 3.  An appointment was also scheduled for November 21, 2014, and Vivint did not show up again. As I recall, but can not find my supporting documentation, they were scheduled to come mid-December for an appointment ( again, 30 day wait), and they did show that time. I believe that is when they replaced the door lock. The same door lock that has not been functioning since late February. The biggest issue is the inability to lock and protect our business. The continued lies and failure to show up are unacceptable. The "gracious" offer of 25% off is not acceptable, either. I am paying dearly for a systems that do not work. I am constantly concerned for my business property and the property of my clients that is entrusted with us. It is time to end this contentious and unproductive relationship. I have endured far more than an prudent person should. If Vivint does not want to service rural accounts, why are they soliciting business in a rural area. They called on me, without invitation. I did not contact them. Now when it won't work, they won't remove it. This company does not conduct business in a forthright and honest manor. Now that they have been "called on the carpet," they want to "offer" me a "deal" to pay off for services that have not provided. PLEASE see through this façade and help resolve this matter. Thank you,[redacted]
Sincerely,
[redacted]

July 7, 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 9,...

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 has concerns about the sales representative at the time her system was installed, that she has equipment complications but Vivint charges a fee for service visits, and that she is now unable to afford her monthly services fee.  She desires cancellation of her Agreement without penalty. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve her concerns.  To assist Ms. [redacted], Vivint has reduced her monthly services fee by 40% for the remainder of her Agreement term, and has added the Premium Service Plan to her service so she will not need to pay trip fees for service visits.  Vivint has scheduled a service visit with Ms. [redacted] to address her equipment concerns on July 8, 2017.Vivint’s records show that Ms. [redacted] signed an Agreement on July 10, 2015 with an initial term of forty-two (42) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  This Agreement states that, after the first 120 days of service, Vivint will charge a trip fee for any service visit by a technician, but will replace any defective Vivint equipment at no cost (Section 5: Repair Service).  The Agreement also states that the customer is responsible for any false alarm fees (Section 10: False Alarms).Cancellation of the Agreement without penalty is not warranted at this time.  However, Vivint acknowledges Ms. [redacted]’s current circumstances and agrees to the above resolution.  Her monthly services fee has been reduced to $35.99 for the remainder of her Agreement term, and she will no longer be charged a trip fee for service visits.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns following her upcoming service visit.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, 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 31,...

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 his system no longer works due to a change in cellular service, and that Vivint will not upgrade his system without extending the Agreement term and also will not cancel the Agreement.  He desires cancellation of his Agreement without penalty, or a free upgrade without extending the term of the Agreement. A representative from Vivint recently contacted Mr. [redacted] in an effort to resolve this matter.  Vivint has agreed to provide an upgraded alarm panel at no cost, and a technician was dispatched to Mr. [redacted]’s home on January 17, 2017 to upgrade and inspect the system.   Mr. [redacted]’s Agreement term did not renew with this upgrade.Vivint believes this matter to be resolved.  The current term of Mr. [redacted]’s Agreement will lapse on March 26, 2018.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 16, 2018   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]           Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]           Date of Agreement: June 4, 2011                                                             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 he requested cancellation of his account; however, his account was sent to collections. Mr. [redacted] requests that Vivint remove the negative rating from his credit report.  Vivint’s records indicate the following timeline of events: Mr. [redacted]’s account was written off on January 30, 2015 due to non-payment, Mr. [redacted] paid Vivint $160.29 to reinstate his account on February 27, 2015, and soon after, Mr. [redacted]’s account was sent to collections once more on June 29, 2016 due to non-payment.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]Chief Compliance OfficerTell us why here...