Vivint Smart Home Security

January 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: March 5, 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] explains that he attempted to cancel in October of 2016; however, his account was charged in January of 2017. Mr. [redacted] requests a refund of three months of service.   Vivint’s records indicate that Mr. [redacted]’s required notice of cancellation was received on December 7, 2016. Therefore, according to Vivint’s 30-day cancellation policy, Mr. [redacted]’s account was cancelled on January 7, 2017. Mr. [redacted]’s billing date did fall within this 30-day period; as such, his account was charged on January 5, 2017.   In an effort to assist Mr. [redacted], Vivint has agreed to refund his last payment of $60.99. Mr. [redacted] will receive this refund in his account within 7-10 business days.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: January 30,...

2018        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 promised a free Amazon Echo with his security system at the time of sale, but now Vivint has advised him that he would need to buy it from Amazon first and then be reimbursed.  Mr. [redacted] desires for Vivint to order and ship him an Amazon Echo at no cost to him.  In an effort to resolve this matter, Vivint has applied a $50.00 credit to his billing account in addition to the offer to reimburse him for an Amazon Echo if he buys one.  Vivint’s sales representative also approved a $50.00 credit to Mr. [redacted]’s account at the time of sale.  At this time, Mr. [redacted] has a $100.00 credit balance on his Vivint billing account, and this will cover his monthly services fee for March and part of April’s.  Vivint is unable to provide an Amazon Echo as it is a product sold by a third party.  However, with the credit Vivint has provided Mr. [redacted] it is hoped that he will have the means to purchase it from Amazon.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]. They have sent an email stating they would cancel the obligation due to the circumstances.This resolution is satisfactory to me.  
Sincerely,
[redacted]

August 10, 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...

29, 2015           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 and Mr. [redacted] have agreed to a resolution in this matter.  A service visit has been scheduled for August 17, 2016 to remove Vivint’s equipment from Mr. [redacted]’s home, and Vivint has waived the last service fee charged on the account.  Following removal of the equipment, Mr. [redacted] will have 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

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 18, 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. It had been agreed that Vivint will install one Outdoor Camera at no charge to Ms. [redacted]. Vivint’s records indicate that this offer will resolve the matter to Ms. [redacted]’s satisfaction. If she has any further questions or concerns, she may contact Vivint’s 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Rebecca M[redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2014           To Whom It May Concern:I have...

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

November 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 2016           To Whom It May Concern:I...

have reviewed the information provided by Mr. and Mrs. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Mr. and Mrs. [redacted] in an effort to resolve their concerns. At this time, Vivint is willing to waive the remainder of the Agreement and cancel the account following the return of Vivint’s equipment. Mr. and Mrs. [redacted] may contact Vivint’s legal representative or the Customer Care department in order to schedule a system pull. After which, the contract will be cancelled and Mr. and Mrs. [redacted] will be under 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

Complaint: [redacted]
I am rejecting this response because:
After the October service call, the alarm has had false alarms. I received several false alarm calls in a two day span when the weather was great. The first day of repeated calls, I thought it was a power issue. The second consecutive day, after I verified there was no issue with power at home, I asked that it be shut off. My phone record shows over 6 calls in 2 days from Vivint...minutes apart for false alarm. The faulty system violates the contract. It was ongoing but after repeated harassment while at work, I must end this relationship. I was paying for a high price for low quality, unreliable service. The response does not address the harassment after October 5th. Had the problem been resolved in October, this would not be an issue. At this point, it is clear that the system does not work as intended. I must feel safe and know that my wife and two kids will be safe. Frequent faulty alarms does not provide security. I must seek service I can depend on. The poor faulty service violates the contract and I will not pay a broken contract fee because the system does not work accurately. The totality of problems, which extended the past October 5th, must be acknowledged. In fact, I should be refunded for the defunct service. At this point, I want nothing to do with Vivint and will take this to the state Attroney General and consumer protection agency if necessary. 
Sincerely,
[redacted]

March 28, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: June 2, 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 that he has had complications with his system since installation, and that he recently moved and has continued to have problems with the system. Mr. [redacted] explains that Vivint agreed to cancel his account and removed the system from his home but continues to bill him for service.  He desires no further billing or contact from Vivint.Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.  In addition, Vivint has waived the past due balance of $151.98 which was automatically invoiced since removal of the system from Mr. [redacted]’s home on January 24, 2018.Vivint apologizes for any undue delay in this process.  Mr. [redacted] has no further obligation to Vivint and will not be contacted further.  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

May 12, 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 18, 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 when he extended his System Purchase Service Agreement (“Agreement”) on August 28, 2015, under the condition that Vivint Inc. (“Vivint”) would mount the two security cameras. Mr. [redacted] states that the Agreement renewal is not valid because when he received the two security cameras, they were not mounted inside his home. Mr. [redacted] is requesting that Vivint void the agreement extension, allowing Mr. [redacted] to cancel at any time.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve this matter. Vivint’s records confirm that on May 5, 2016 Mr. [redacted]’s two cameras were mounted inside his home. Vivint believes this matter has been resolved and Mr. [redacted] has not expressed any other concerns with his system. Accordingly, cancellation of the Agreement is not warranted 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]I am rejecting this response because:  Sorry, my response is the same, Vivint's salesman lied to us about the terms of the agreement.  No matter how many times they say they did a phone interview which I don't remember or that I understood the terms they were simply misrepresented by the salesman and that is a simple fact.  I wish for the service to be cancelled without penalty.  If that is not something that Vivnt is prepared to do then I will actively discourage anyone I know from using Vivint's services and will never use Vivint again for my own service.  Prior to finding out that the contract terms were misrepresented I have always given great reviews for Vivint.Sincerely,Adam G[redacted]

May 7, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: October 28, 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] alleges that he wanted to cancel his account with Vivint, and did not get a response when he sent Vivint a letter requesting cancellation of the account. Mr. [redacted] desires cancellation of his Vivint account. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  A representative from Vivint has contacted Mr. [redacted], in an effort to resolve these concerns.  Mr. [redacted] was informed his Vivint account is now cancelled. 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, [redacted]. [redacted]

March 19, 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: March 18, 2016                                                   To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   In an effort to resolve Mr. Comb’s concerns, Vivint has removed the verbal extension of his contract which he did previously agree to. Mr. Comb’s original contract remains active and will be active until 2019 according to the contract which Mr. [redacted] did sign.   If Mr. [redacted] remains positive that he did not sign the Agreement, he may send a copy of his driver’s license or notarized signature to [email protected] and Vivint will review his claim.   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 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: July 9, 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] states that he has moved from his home in which his services are located. Mr. [redacted] states that he has attempted to cancel but his account has still been debited. As such, Mr. [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) and a refund of all monthly services charges since he initially requested cancellation. Vivint agrees to refund Mr. [redacted]’s final payment of $[redacted] and cancel his Agreement without penalty. As of the date of this letter, Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted] contacted Vivint on September 23, 2014 requesting cancellation of his Agreement. He was informed at that time that Vivint requires a written Notice of Cancellation. Vivint received Mr. [redacted]’s Notice of Cancellation on March 27, 2016. Pursuant to Vivint’s thirty (30) day cancellation policy, Mr. [redacted]’s Agreement was scheduled to be cancelled on April 27, 2016. However, as a gesture of goodwill, Vivint cancelled the Agreement on April 12, 2016.  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]

February 24, 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 11, 2010                                                               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 was unaware of Vivint’s 30-day cancellation policy. Ms. [redacted] requests a refund of $102.70 and cancellation of her account.   At this time, Vivint is willing to refund Ms. [redacted] the amount of $102.70 and cancel her account.   However, it should be noted that the 30-day cancellation policy is listed in Ms. [redacted]’s System Purchase and Services Agreement. Therefore, Vivint is not required to inform Ms. [redacted] of this cancellation policy.   Despite the information mentioned, she will receive this refund within 7-10 business days. Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:   I could not find the recording they said was attached.
Sincerely,
[redacted]

July 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Francis S[redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2014                         To Whom It May Concern: In his rebuttal, Mr. S[redacted] alleges that Vivint did not address his equipment complications.  Mr. S[redacted] desires cancellation of his Agreement without penalty. A representative from Vivint has recently contacted Mr. S[redacted] again, in an effort to resolve his concerns.  Vivint believes this matter is being resolved to Mr. S[redacted]’s satisfaction.  If Mr. S[redacted] has any further concerns, he may contact Vivint’s 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]

February 29, 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 19,...

2011           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 fulfilled the initial term of her Agreement and requested cancellation of her Vivint account in January and was expecting the account to be cancelled in February.  Ms. [redacted] states that she was recently advised by a Vivint representative that she extended her Agreement and would be unable to cancel the account.  Ms. [redacted] desires cancellation of her Agreement without penalty and a refund of a payment made in February 2015. A representative from Vivint has attempted to contact Ms. [redacted] in an effort to resolve this matter.  Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further obligation to Vivint.  A refund of February’s payment, in the amount of $[redacted], is being sent back to the bank account on file.  If Ms. [redacted] has any further questions or concerns in this matter, she may contact Vivint’s 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]

February 10, 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: July 8, 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

September 6, 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: In his rebuttal, Mr. [redacted] states Vivint continues to draft a payment from the account and has discontinued the service without informing him they were doing so. Mr. [redacted] request a refund of every payment made after February 2017. In Vivint’s previous responses, Vivint reported that Mr. [redacted]’s system signals were being received up until February 4, 2017. Vivint indicated they were waiting on Mr. [redacted]’s decision how he would like to proceed given his previous panel was being shut down due to the cell unit was no longer being supported. Vivint attempted to follow up multiple times with Mr. [redacted] to offer an upgraded panel or cancellation of the account; however, Vivint records indicate they never received a follow up call. As such the account remained active. This was until Vivint received Mr. [redacted]’s rebuttal on May 12, 2017. In this rebuttal, Mr. [redacted] requested the cancellation of the account as he had recently tested the system, but did not receive a call after an alarm was triggered. Although Vivint had previously informed Mr. [redacted] his system would not work given the cell unit was out of service in February 2017, Vivint agreed to close the account. Vivint stated this would be done in their May 2017 response. Vivint has not drafted a payment from Mr. [redacted] since May 12, 2017. However a refund is not warranted as Vivint actively reached out to Mr. [redacted] multiple times in order to resolve the concern with the system. 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