Vivint Smart Home Security

Tell us why here...December 8, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: March 24, 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 the complications that were experienced throughout the cancellation processMr [redacted] requests that the charges from 7/27/to present be removed Vivint’s records indicate that Mr***’s account was cancelled on 12/1/All charges from 7/27/to present have been waived and will not affect his creditVivint apologizes for any undue delay or inconvenience this may have caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***Chief Compliance Officer

April 11, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] and [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, To Whom It May Concern:I have reviewed the information provided by Mrand Ms [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that his alarm system was disconnected and he requested cancellation of his account in June 2015, and that Vivint continues to bill him for serviceMr [redacted] further states that he sent Vivint a copy of the letter he sent in June 2015, and that Vivint has refused to refund his payments since that time He desires a refund of the monies he paid to Vivint from June to present, and for his account to be cancelledVivint’s records show that Mr [redacted] signed an Agreement with Vivint on July 24, 2008, in which he agreed that service would continue year to year after the initial term of thirty-six (36) months, unless cancelled in writing no less than days before the next renewal term (Alarm Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Mr [redacted] on March 29, 2016, and at this time Vivint has cancelled the account Vivint did not receive any correspondence from Mr [redacted] prior to this recent letter and has not received any proof that a letter or email was sent in June Mr [redacted] recently provided a letter with a typed date of June 1, 2015; however there is no postmark to show that the letter was actually sent on that date.Pursuant to the signed Agreement, a refund of payments made since June is not warranted at this time However, in an effort to assist Mr [redacted] , Vivint will send a refund back to the bank account on file in the amount of $ [redacted] to reimburse half of the payments made since June Mr [redacted] has no further obligation to Vivint and may expect his refund in 7-business days.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 14, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 27, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’ complaint she explains that she has experienced issues with her thermostat and was asked to troubleshoot the issue when she called into customer care.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms***’ satisfactionAn appointment has been set for a Vivint technician to come out to Ms***’ home to fix or replace her thermostat on February 15, and one moth of credit has been placed on her accountMs [redacted] may contact the Vivint representative who reached out to her if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 1, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 25, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’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-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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***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, Tammy S [redacted] I received a call from Vivint on 8-20-they said they had review'd the recordings of when I was signing up for the alarm system and could here the sale man say it was for a day review.So they will be refunding my money and cancelling the contract when they come pick up the equipment on Thursday the 27th2015.I Sincerely thank you for stepping in and helping with this problem, I had asked them to review the recordings over a week ago and they had said they still would not cancel my contract.I feel because of your involvement and the proof available they were forced to make things rightIt was very frustrating as a honest person to basically be told the truth did not matter.My hope is for future customers be treated with honesty and fairness.Thank you again, this matter being settled was not possible with out youMy Warmest regards,Tammy S [redacted]

January 6, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 25, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she has experienced difficulty regarding a refund that was to be applied to her back account from VivintMs [redacted] requests that Vivint process the refund Vivint’s records indicate that the requested refund was issued on December 29, Ms [redacted] can expect to receive this refund within 7-business days from the issue dateVivint apologizes for any undue delay or inconvenience this may have caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

December 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 18, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] on behalf of his mother, Ms***, and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that Ms [redacted] does not use the systemAs such, Mr [redacted] requests cancellation of her account Vivint has agreed to cancel Ms***’s account immediately 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on July 18, 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 $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***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Despite the information mentioned, Ms [redacted] has no further obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

December 14, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 2012To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

August 12, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved with Mr [redacted] Vivint is working on scheduling an appointment with Mr [redacted] for removal of its equipment from his home Following the removal, Mr [redacted] will have no further obligation to Vivint Mr [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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 29, 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 concernsVivint’s records indicate that this representative and Ms [redacted] have agreed upon a resolutionAn appointment has been scheduled for the removal of the systemA refund has been issued and will be received within 7-business days If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 28, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’ complaint he explains that he has had issues with the serviceMr [redacted] requests that his account be canceled.A representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’ satisfactionMr [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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] 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 the sales manager in this particular area to inform of the incident that occurred at Mr [redacted] ’s residenceVivint does not encourage this type of behavior in any way and sincerely apologizes for any inconvenience this has caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

April 24, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement without paying the remainder of her balance Mr [redacted] desires reduction of the term of her agreement, or cancellation of the Agreement at a reduced settlement fee 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 12, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the reduced 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***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Cancellation of Ms***’s agreement without penalty is not warranted at this timeA representative from Vivint has recently contacted Ms***, in an effort to resolve these concerns In an effort to assist Ms***, Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $ [redacted] At this time, Ms [redacted] has declined that offer, but Vivint has reduced her monthly rate by $11.00, and the reduced payoff will be available to Ms [redacted] at any time in the future If Ms [redacted] wishes to take advantage of the reduced payoff offer, I would advise her to 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: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

April 21, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response The company did not get paid because the service never worked and that is why they did not ever get paidThey also did not contact city hall in my town to complete proper transaction and because they were not being paid.they went to my local city hall and lied stating that I had a workijg alarm system when I did notThe city was initially holding me responsible for the $fine but proof was shown and the fine was now forwarded to vivint bc they were suppose to aoply for the permit prior to doing the workAgain,the issue is the product did not work and they have complete logs on my complaints and they will not be paid and I will sew them for this contract and I will not give them a red cent for a system that never workedThrough all of the techs that came through this residence,they advised each time that the service did not work...It is funny bc the company gave me credits for about 6months and it still did not work and that is why they were not paid and will not get paidThey are welcome to obtain the equipment that was never suppose to be placed in walls w/o consent from the city (via permit) Thank you for your time in this matter Sincerely, [redacted] ***

May 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, To Whom It May Concern:I have reviewed the information provided by [redacted] and [redacted] and appreciate the opportunity to respondI have credited [redacted] and [redacted] ’s account for a free month of service Vivint would like to ensure that [redacted] and [redacted] are able to utilize their system as intended, and will send a field service professional to their home at no chargeI would advise them to call Customer Care at 1-800-216-5232, and schedule this appointmentIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 30, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Robert S [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by MrS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrS [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrS***’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

March 30, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionIf she has any additional concern, she may contact Vivint’s representative directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

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 meThey have told me they are letting us out of contract without charges, and this makes us happy as we are still having problems As long as they keep there word and no charges will come out of our bank account we are happy with the results Thanks again for all the help Sincerely, [redacted]

April 14, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondMs***’s Vivint account has been terminated effective immediatelyAdditionally, a refund has been issued in the amount of $to Ms***’s checking account ending in ***.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer