Vivint Smart Home Security

July 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 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. In Mr. [redacted]’s complaint he explains that he has had issues with sales representatives coming to his home.A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint will put the Mr. [redacted]’s on a do not contact list. Mr. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 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] alleges that his sales rep has misrepresented his Agreement. Mr. [redacted] desires cancellation of his Agreement. Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on June 11, 2014.   During the recorded Pre-Installation Survey, 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 $[redacted] each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.      Due to Mr. [redacted]’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this time. However in an effort to assist Mr. [redacted] Vivint will agree to cancel his Agreement for 50% off the total purchase amount. Mr. [redacted]’s total contract payoff amount is [redacted] Mr. [redacted] may cancel his Agreement for $[redacted]. If Mr. [redacted] desires to take advantage of this offer he may call into Vivint to begin the cancellation 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]

September 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 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] alleges that he recently had a Vivint system installed at his home, and that Vivint has not honored his request to cancel within the Right of Rescission period given by his sales representative.  Mr. [redacted] desires cancellation of his agreement without penalty, and a service visit for the removal of Vivint’s equipment. Vivint’s records show that Mr. [redacted]’s agreement with Vivint was cancelled on September 3, 2015 and he has no further contractual obligation to Vivint.  An appointment has been scheduled for the removal of Vivint’s equipment on September 21, 2015.  Vivint is refunding the payment made by Mr. [redacted] back to his credit card on file.  I apologize 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]

February 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2013           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]

September 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2007 Date of renewal: August 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. 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 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: March 28, 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] does not agree with Vivint’s thirty (30) day cancellation policy. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint has cancelled Ms. [redacted]’s Agreement as of September 12, 2016 as a gesture of goodwill. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on March 28, 2013. By signing her Agreement Ms. [redacted] agreed to provide Vivint with a letter of intent to cancel thirty (30) days prior to the end of her Agreement term as stated in the Agreement (Section 2.4). 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: March, 16, 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 a Vivint technician made damages to the paint on his front door and to his garage door opener. Mr. [redacted] desires Vivint to pay for the repairs to be made by him or a licensed contractor. Vivint has offered to send a contractor to Mr. [redacted]’s home to assess and repair the damages. In order for Vivint to proceed with this resolution Vivint must receive a signed Release and Settlement form that has been sent to Mr. [redacted]. Vivint has also offered Mr. [redacted] $75 to repair the paint to his front door and $250 to repair his garage door opener. Mr. [redacted] has requested $1800 from Vivint to make the necessary repairs himself. Vivint does not believe that this amount is warranted for the repairs and an estimate from a contractor will be required in order for Vivint to issue a settlement check to Mr. [redacted] so he may make the repairs himself. Should Mr. [redacted] have any questions regarding his Home Damage claim he may contact his claim manager 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

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: May 26, 2009           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 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: 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 of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sean G[redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2014           To Whom It May Concern:I have reviewed the...

information provided by Mr. G[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. G[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been attended to and resolved.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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They further agreed to have customer service representatives explain that written cancellation is required and merely verbal request to end all monitoring does not meet their requirements.  
Sincerely,
Marsha D[redacted]

June 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 24, 2017           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint’s home damage team has been in contact with Mr. [redacted]. Vivint is awaiting action from a third party to finalize the resolution of Mr. [redacted]’s home damage issue.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]

September 18, 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 28,...

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 was charged for his installation and first month of service before he was told he would be, and that he was given a thirty (30) day trial period and attempted to cancel shortly after installation.  Mr. [redacted] is now in collections, and desires cancellation of his Agreement without penalty and remove his account from collections.Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on June 28, 2015 with an initial term of sixty (60) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  The Agreement states that the first monthly services fee is due on the day the Agreement is signed, and that the Agreement may be cancelled without penalty any time prior to midnight of the third business day after the date of the transaction.Vivint’s records show that Mr. [redacted] called on July 1, 2015 to dispute the processing of his check for the first payment.  He indicated that he had stopped payment with his bank, and was advised by Vivint’s representative to call back during business hours to speak with the Customer Loyalty department if he wished to cancel his Agreement.  Vivint was not contacted again by Mr. [redacted] regarding cancellation, so his service remained active.  The attempted first payment and all subsequent attempted payments were returned to Mr. [redacted] by his bank, so Vivint did not process any payments from Mr. [redacted].  As such, the account was cancelled for non-payment on October 30, 2015, 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

March 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2013            Date of Addendum: February 15, 2017...

To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires for his contract to be cancelled after the initial term ending on August 9, 2018. Vivint’s records show that on August 9, 2013, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As such, the initial term of the agreement would have lapsed on August 9, 2018.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on February 15, 2017.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension in exchange for $15 of his monthly services fee 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 the validation of this agreement, Vivint agrees to waive the verbal addendum and cancel Mr. [redacted]’s Vivint Agreement after the initial term ending on August 9, 2018.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A           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. Vivint has requested that the inquiries be removed from Ms. [redacted]’s credit report.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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I was concerned that the representative that contacted me had not already attempted a resolution with the supervisor or management representative but he assured me the matter would be fully investigated. The business was able to provide an earlier service date by two weeks; this should typically be handled at the supervisor level and should not require another agency to get involved but I hope that will be resolved by the investigation performed by the representative that contacted me. 
Sincerely,
[redacted]

August 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: February 26, 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. 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]

October 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 7, 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 was not informed that it would take another month to cancel the contract. Mr. [redacted] requests that $52.74 be refunded to him. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’ satisfaction. Mr. [redacted]’ account has been canceled and a refund has been issued via check.  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

April 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: June 4, 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 Mr. [redacted] who is an account holder in an effort to resolve their concerns. Vivint’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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 13, 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 1, 2016           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] explains that she has had issues with the system working as intended. Ms. [redacted]’s desired resolution is cancelation of the contract and a refund of both January’s and February’s payments.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. However, because Vivint’s records show that both January’s and February’s payments were returned by Ms. [redacted]’s bank no refund is warranted.  If Ms. [redacted] wishes to pursue this resolution of cancelation of her account upon the recovery of the equipment or if she has any questions Ms. [redacted] may contact the Vivint representative that reached out to her directly.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Have still been unable to make contact with Vivant.   I will try again today.  They always just put me on hold indefinitely.  I would like to have the account cancelled without them charging us for another six months.  What is so frustrating is having to pay for service that we are not getting in the first place.  They won't give us a refund for the amount of time they weren't monitoring the service and I don't feel they should be able to keep taking payment for nothing. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]