Vivint Smart Home Security

October 28, 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: August 11, 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 representative and Ms. [redacted] have agreed upon a 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

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 12, 2014           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 sales rep promised that when she moved residences Vivint would install new equipment in her new home free of charge and for her to leave all of her old equipment behind. When Ms. [redacted] called into Vivint to install services in her new home she was told that she would be charged for a new security panel. Ms. [redacted] desires her past due amount to be waived and for any negative information to remain off of her credit report. Vivint agrees to remove Ms. [redacted] from all collection attempts. As of the date of this letter Ms. [redacted]’s System Purchase and Services Agreement (“Agreement”) is approved for cancellation without penalty. A representative will reach out to Ms. [redacted] to finalize the cancellation of her Agreement. Vivint’s records indicate that Ms. [redacted] informed Vivint on October 6, 2015 that she had moved residences on September 28, 2015 and wished to install her service in her new home. Vivint informed Ms. [redacted] that there would be a $99 move fee or she could renew her Agreement and the fee would be waived. Vivint did not receive any further communication from Ms. [redacted] nor did Vivint receive payment for services rendered since September 14, 2015. As such Ms. [redacted]’s Agreement was transferred to a third party collections agency on February 27, 2016. Nevertheless, Vivint agrees to the above 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because it appears from his response that Mr. W[redacted] is well aware of Vivint's history of deceptive sales tactics. He does not even attempt to dispute my claims. As general counsel for this company, I'm sure he has read the lawsuits and heard the myriad complaints that his client has received over the years. He probably recognizes the pattern. I am just another victim, and I merely wish to move on with my life without having to fight with this company or be harassed by their collectors. 
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 if it happens. They asked me to wait 5 business days and I should have the refund, which should be around April 7, 2017. If possible, I would like the case to remain open until I check on April 7 to see if the refund was given.  This is the third time that they said they were going to refund the money, but to be fair I think their may have been some confusion.
Sincerely,
[redacted]

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: July 10, 2015          To Whom It May Concern:In his rebuttal, Mr. [redacted] states that, at the time the system was removed from his old home, he had a negative experience with Vivint’s technician and had to leave the home to purchase a doorbell.  Mr. [redacted] states that each of his experiences with Vivint’s technicians have been negative, and he does not accept Vivint’s offer of a 40% reduced payoff.  He desires cancellation of his Agreement without penalty.  Vivint maintains its position that Ms. [redacted] is within the initial term of her signed Agreement, and that Vivint has resolved issues with Mr. and Ms. [redacted] as they have been notified of them.  The signed Agreement states that it is the customer’s duty to inform Vivint’s installing technicians of every location in the home where holes should not be drilled due to wires or other hazards, that Vivint’s technicians have no means of determining with certainty if these hazards exist, and that any costs incurred to repair wires or other obstructions, and any resulting damaged walls, etc. will be the customer’s sole responsibility (Section 6: Installation of the System).Cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time. However, Vivint acknowledges Mr. [redacted]’s frustrations, and remains willing to reduce the payoff balance by 40% if he wishes to cancel the Agreement prematurely.  Alternately, Vivint agrees to waive move and equipment fees if Mr. and Ms. [redacted] wish to transfer a system to their new home.If Mr. [redacted] wishes to take advantage of either of these offers, he may contact Vivint’s Customer Loyalty 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

August 23, 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 24,...

2008        Date of Addendum: August 3, 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 does not recall extending the term of his System Purchase and Services Agreement (“Agreement”) over the phone with Vivint, and that he is unable to cancel his Agreement at this time. Mr. [redacted] desires cancellation of his Agreement without penalty.In an effort to assist Mr. [redacted] at this time, Vivint agrees to cancel his Agreement, effective immediately.Vivint’s records show that on May 24, 2008, Mr. [redacted] signed his Agreement with Vivint, with an initial term of sixty (60) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on August 3, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his Agreement to keep his low monthly rate and upgrade his alarm panel.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. [redacted] agreed.  Indeed, Vivint 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 this information, Vivint has cancelled Mr. [redacted]’s Agreement and 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: ###-###-####, 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,
Maria H[redacted]

April 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: September 7, 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]

August 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #:...

[redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: November 3, 2010           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 cancelled his System Purchase and Services Agreement (“Agreement”) due to his military relocation orders but Vivint transferred his account to an outside collections agency. Mr. [redacted] desires all collections attempts to stop. Vivint has notified the collection agency to remove Mr. [redacted] from all collection attempts. Mr. [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

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,
Keva J[redacted]

March 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 16, 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. It has been agreed that Vivint will cancel the account as soon as the system has been removed. 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: (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.
Though some of the information that was provided on their response was not accurate, the matter has been cleared up with a representative from their Executive Resolution department.Thank you for your assistance and attention to this matter.
Sincerely,
[redacted]

March 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 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 her monthly fee has not been reduced to reflect the return of her cameras. As such, she is requesting a refund of the overcharge of her monthly bill. Vivint has not yet received the updated paperwork with Ms. [redacted]’s signature of acceptance. Therefore, the monthly rate is still reflecting the only contract Vivint has on file. Once the signed documentation is returned to Vivint, the monthly rate will be changed and Vivint will refund any overcharges taken since the cameras were removed. Ms. [redacted] may contact Vivint’s customer care department if she has any questions on how to complete 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

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.
Thanks close account
Sincerely,
[redacted]

May 4, 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 28, 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. 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]

RESPONSE to Revdex.com:August 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Pamela W[redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 2014To 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 is being resolved to Ms. W[redacted]’s satisfaction. If Ms. W[redacted] has any further questions or concerns regarding this matter, she may contact this 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

December 20, 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 8, 2013           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he has canceled his accounts and continued to be billed. As such Mr. [redacted] requests that his account be canceled and the balance on the account cleared.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] satisfaction. Mr. [redacted]’ accounts have been canceled and the balance cleared. Mr. [redacted] does not have any obligation to Vivint. 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 am satisfied with the cancellation of my contract and the removal the equipment effective on March 14, 2017. 
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]

May 26, 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 9, 2017...

          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. An appointment has been scheduled to remove the system from Ms. [redacted]’s home, and following removal of all equipment, Ms. [redacted] will have no further obligation to Vivint.  Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, 2012           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted]’s Vivint account has been canceled effective immediately. Mr. [redacted] has no financial obligation with 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