Vivint Smart Home Security

February 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 3,...

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 is being resolved to Ms. [redacted]’s satisfaction.  If Ms. [redacted] has any further questions or concerns, she may contact Vivint’s representative.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 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, 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] states that she has had equipment complications since the installation of her system that have not been resolved. Ms. [redacted] desires 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 May 27, 2013. 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 $57.99 each month during that term. Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Further, Vivint 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.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.  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]

Complaint: [redacted]
I am rejecting this response because:This is the same thing we keep hearing. However, conversations have been left out. The "tenant" who was actually not a tenant but someone who was watching over the home had keys. We did not give the access code to said person. She had told us someone went out there and helped her. Whether or not they have record this obviously happened. I could ask her if she got the name however we have been dealing with this issue for a few months and I highly doubt she remembers. We should have been properly notified someone had been added instead of finding out ourselves. We also should have been notified about the money withdrawn from our account, which it had emptied. There is a reason we blocked payments, the company isn't giving us an answer, but instead giving us several reasons as to how this could happen. We are infuriated with the issue. So let me ask you this, if someone saw another person type in the code who was checking on the house then used it to enter and take anything in the home, who will reimburse us? They had access to the code, to the house, so that's fine they used our system? What kind if security system is that? Not reliable. I understand someone can make an account from the inside but that doesn't get rid of the fact that she only had a key and an unassigned technician helped. Where did this "phantom" technician come from?
Sincerely,
[redacted]

February 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: January 26, 2012 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 Vivint was unable to tell him when his system lost signal due to a recent phasing out of the type of cell unit in his panel. As such, Mr. [redacted] desires cancellation of his account, and a refund. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. Vivint’s records show that on February 16, 2017, a representative from Vivint spoke with Ms. [redacted] regarding this concern. This representative confirmed that Vivint was receiving signal from the system up until February 4, 2017. This representative sent Ms. [redacted] a letter stating this as well. However, Vivint would like to discuss this matter further.   Vivint would like to speak with Mr. [redacted] to follow up with the discussion on February 16, 2017. Mr. [redacted] may contact Vivint’s representative directly, or he may contact the 24/7 Customer Care department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 15, 2018       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 7, 2011                                                               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 had requested cancellation in July 2017; however, his account was cancelled this month. Mr. [redacted] requests a refund of the funds paid since July 2017.   Vivint’s records indicate that a refund of $389.60 was sent on February 9, 2018. Mr. [redacted] should expect to receive this refund within 7-10 business days from that 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

October 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 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 was misled by Vivint regarding the terms of his agreement, and that he has experienced equipment complications with his security system that have not been resolved. Mr. [redacted] is now in collections, and desires cancellation of his agreement without penalty.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he 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 $60.99 each month, plus applicable taxes, during that term. Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after April 2017.  As such, the account was cancelled for non-payment on September 28, 2017, and was sold to an outside collections agency.  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 Officer

July 1, 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 25, 2016...

          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 is being resolved to Mr. [redacted]’s satisfaction.  An appointment has been scheduled for removal of equipment from his home on July 5, 2016, and following that appointment he will have no further obligation to Vivint.  A refund of his payments has been sent back to his checking account and he may expect that in 7-10 business days.  Mr. [redacted] may contact Vivint’s representative with any further questions or concerns he may have.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 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Ryan L[redacted] Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the...

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

Revdex.com:
Iwhat is the resolution? 
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]

?Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Daniel O[redacted] Vivint Account #: [redacted] Date of Agreement:  May 5, 2015 To Whom It May Concern: I have reviewed the information provided by Mr....

Daniel O[redacted] and appreciate the opportunity to respond. In his complaint, Mr. O[redacted] alleges that the installation of his system is incomplete.  He desires to have his system repaired in a timely manner.Vivint’s records show Mr. O[redacted] has notified Vivint of this concern, and a Vivint Field Service Professional is scheduled for June 22, 2015, to install the remaining equipment in the system. If Mr. O[redacted] would like to further discuss his previous cancellation request, he can contact our Customer Loyalty Department at [redacted] or speak with the representative with whom he has been working. Should 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]

September 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 11, 2010 Date of Addendum: January 16, 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 Vivint offered to waive her past due amount, but Vivint never followed through with the offer. Ms. [redacted] desires the fulfilment of the offer made by Vivint. 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 forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Ms. [redacted] contacted Vivint on January 16, 2015, to request cancellation of her account.  During this conversation with a Vivint representative, Ms. [redacted] was offered the forgiveness of the past due amount of her account if she agreed to a forty-two (42) month renewal.  Ms. [redacted] accepted this offer and was inform to contact Vivint once she is aware of her living situation. Vivint credited her account $[redacted], the past due balance on her account at the time of the offer.  Vivint’s records further show that Ms. [redacted] stopped making her monthly payments after February 2015.  As such, the account was cancelled for non-payment on August 28, 2015. If Ms. [redacted] wishes to continue her service with Vivint, Ms. [redacted] will need to pay the past due amount on her account, currently $[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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 16, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 23, 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 unaware of the term of his contract with Vivint. He further explains that he has experienced technical issues with his equipment. Mr. [redacted] requests that Vivint cancel his account immediately.      At this time, Vivint is willing to immediately cancel Mr. [redacted]’s account without penalty.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, 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 of the Agreement. Our records show that Mr. [redacted] signed his Agreement on May 23, 2014.   Upon signing the Agreement, 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 $59.99 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.     Additionally, the most recent occasion when Mr. [redacted] contacted Vivint for assistance was on April 9, 2015. On this phone call, Vivint helped Mr. [redacted] with the issue that he was experiencing which was a low battery on his panel. Vivint was unaware of any issues following that phone call. According to Mr. [redacted]’s Agreement, it is the customer’s duty to contact Vivint for assistance if any problems continue.   Despite this information, Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 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. Ms. [redacted] was not available but a time was scheduled to speak with Ms. [redacted] to resolve her complaint. 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: vivint was supposed to send a technician to our house for the faulty equipment on 9/16/2017 and they did not show up and they cancelled it with out telling us. Then we reseduled for 9/30/2017 and waited between 12:00 and 4:00 and they did not show up again and we called and they said it was cancelled again we did not cancel.they said they would send some out within the hour and no one showed again. We are at the point that we would not like to do business with them anymore. They also told you they would give us a credit for 1 month but still sent me a bill. Please help us to resolve this. 
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. Because how did they contact me ???? email or cell I called on the 1st of september and asked if they could send it by check still no check ,smdh
Sincerely,
[redacted]

December 21, 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 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] states Vivint sales representative sold them on a system where he could cancel in the event of moving. Mr. [redacted] is now moving but when he called to cancel, he was informed he would still be responsible for the service. Mr. [redacted] desires cancellation of his agreement without penalty.  A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records do not indicate the offer of cancellation upon moving was promised at the time of install. However, Vivint’s records indicate Mr. [redacted] notified Vivint was moving out of the country. Vivint does provide its customers with an early cancellation option if the customer moves out of Vivint’s serviceable area. Vivint has requested Mr. [redacted] provide documentation as proof of his moving to another country, but Vivint has yet to receive this documentation. At this time, Vivint is awaiting documentation from Mr. [redacted], to proceed in reviewing the account for possible cancellation. If Mr. [redacted] will provide Vivint with either a lease agreement, utility bill, or two pieces of addressed to Mr. [redacted] from the new location, his request for cancellation will be further reviewed. Mr. [redacted] may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing.  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 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August 24,...

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] states that she has had equipment complications with her security system and has had multiple technician visits.  Ms. [redacted] further states that she now has a different alarm system installed.  She desires a history of how many times technicians have come to her home, and she desires cancellation of her Agreement without penalty. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on October 10, 2013 to replace the door lock, and on May 16, 2015 and June 25, 2015 to replace sensor batteries and reconfigure cameras.  On March 10, 2016 a technician was dispatched to the home, but Ms. [redacted] had another system installed and just requested a list of what was not working.  Ms. [redacted] signed an Agreement with Vivint on August 24, 2013, representing that she agreed to an initial term of forty-two (42) months and a monthly fee of $[redacted] during that term. Cancellation of the Agreement without penalty is not warranted at this time; however, to assist Ms. [redacted] Vivint will waive the remaining ten (10) months of her Agreement and will cancel the account, effective immediately.  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]

August 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 5, 2016To 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 during installation, her technician advised her to keep her existing sensors instead of installing replacement Vivint sensors, only for the existing sensors to fail later on. She claims that due to this misinformation, she was required to purchase new sensors. As such, she is requesting a refund of the amount paid for the sensors and immediate cancellation without penalty. At this time, Vivint is willing to refund Ms. [redacted] the $129.00 she was charged for new sensors and provide two months of free service; a value of $210.30. Vivint’s records show that on September 5, 2016, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Vivint also has record of Mr. [redacted] signing a Schedule of Equipment and Services, which outlines the equipment that Vivint would be installing. By signing both of these contracts, Mr. [redacted] represented that he was satisfied with the equipment that Vivint was installing and that he understood that additional equipment was available for later purchase. Vivint installed the equipment as agreed and charged Mr. and Ms. [redacted] for the requested additional sensors, as per the Agreement.Despite the above information, in resolution to this matter, Vivint agrees to the above offer. Ms. [redacted] may expect a refund of $129.00 within 7-10 business days, and two months of free service have been credited to the 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

Hello, Vivint received a rebuttal from Complaint ID: [redacted] under [redacted]. Vivint previously attempted to contact Mr. [redacted] in order to assist him with a resolution but he claimed to not have filed a complaint, as stated in our previous response. We gave Mr. [redacted] our contact information if he required any additional assistance. The rebuttal seems to be the same as the original complaint. How would you like Vivint to respond? Thank you, Madison B[redacted] Legal Assistant P: 801.222.5876[redacted]
 vivint.SmartHomevivint.com NOTICE: 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.

April 24, 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 23, 2010            Date of Addendum: December 5, 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] states that she does not recall 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.Vivint’s records show that on June 23, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on December 23, 2013 and continued on a month to month bases.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on December 17, 2013.  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 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 Vivint has agreed to Ms. [redacted]’s request. Her service has been cancelled and she 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]