Vivint Smart Home Security

Revdex.com: We finally received our credit that Vivant owed us, YesterdayAm disappointed in everything we had to do to get our money backI 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]

October 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 4, 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 Ms [redacted] 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he was told that he would receive batteries to put in his sensorsAs such, Mr [redacted] requests that he be compensated for the downtime of his system.A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved Mr [redacted] ’s satisfactionVivint has placed a credit on Mr [redacted] ’s account that will go toward his monthly payment to cover the downtime his systemFurther Vivint would be able to send a technician to Mr [redacted] ’s to replace the batteries in his equipment and inspect the systemVivint apologizes for any inconvenience for Mr [redacted] 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

April 1, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint has agreed to the cancellation of his internet service without penalty, and retrieved the equipment on March 26, If Mr [redacted] has any additional questions or concern, he may contact Vivint Wireless’ customer service at ###-###-####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***

I emailed Ella and I decided to stay with Vivint and I do not need you all to come out and the door bell because Vivint fixed it yesterday***

July 14, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Michael C [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondIn his complaint, MrC [redacted] alleges that he never had his full system installed, and that he requested cancellation from Vivint but was advised of the need for a written notice MrC [redacted] desires a refund of all monies paid to Vivint, removal of Vivint’s equipment, and cancellation of his Agreement without penaltyVivint’s records show that MrC [redacted] ’s Agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint An appointment is scheduled for the removal of Vivint’s equipment on July 23, A refund of MrC [redacted] ’s payment, in the amount of $***, is being sent back to the 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: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

March 15, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that his equipment has malfunctioned numerous timesHe also expresses concern that he must be home in order for a technician to reboot and repair the system Mr [redacted] desires cancellation without penalty and a refund of all monies paid to VivintVivint agrees to cancel Mr***’s account without penalty provided Vivint can remove the security equipment from his homeCustomers must be present and able to handle the system as some issues can be repaired over the phone by troubleshootingIt is also policy to have the account holder present if it is required that a technician be dispatched to assess the repairVivint’s records indicate that on March 9, a technician was dispatched and repaired Mr***’s security systemVivint has been providing monthly monitoring service to Mr***’s security system since installAs such, a refund for all monies paid to Vivint is not warranted I would advise Mr [redacted] to contact Vivint or directly contact the representative that has reached out to him to schedule a time for a technician to remove the security equipmentIf 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***

May 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, To Whom It May Concern: In his rebuttal, Mr [redacted] requests the cancellation of his account without penaltyVivint maintains its stance in regards to Mr [redacted] ’s complaintAs such, cancellation without penalty is not warrantedHowever, Vivint provides its customers with two options to cancel their account prior to the end date of their Agreement(1) The customer may find a third party to take over the remaining months on the agreement, or (2) the customer may payoff the remaining balance on the accountMr [redacted] currently has months remaining on the account with a payoff balance of $1,379.77.Mr [redacted] may contact Vivint’s Customer Loyalty to take advantage of any of the above options at 1-800-216-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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

September 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she signed paperwork guaranteeing that no initial fee would be chargedShe then claims that she was charged an initial fee of $and that it has yet to be refundedFurthermore, she states that the previous homeowner has continued to receive bills from Vivint despite her taking over the accountAs such, Ms [redacted] is requesting immediate cancellation with no further payments.As of September 12, 2017, Vivint has cancelled the account and refunded all payments taken for a total of $276.37.Vivint has no record of a contract being signed by Ms [redacted] or Mr [redacted] ***Thus, this account is eligible for immediate cancellation and the previous homeowner’s account is still active and validVivint apologizes for any inconveniences caused to Ms [redacted] by this matter, and has cancelled the accountMs [redacted] is under no obligation to Vivint and will be receiving a full refund within business days.If you have further questions or concerns, please respond to our Utah mailing address, Attention: Legal Department #160, email: [email protected], or fax number: (801) 765-5759.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

October 21, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 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 did not sign a forty eight (48) month contractMs [redacted] desires cancellation of the AgreementVivint’s records indicate that the account holder [redacted] did enter into an Agreement with Vivint in which the contract term was forty two (42) monthsA copy of this Agreement can be sent to Ms [redacted] at her request Never the less, in an effort to assist Ms [redacted] Vivint will cancel the Agreement without penalty, Mrand Ms [redacted] have 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: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

August 21, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Daniel A [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern:I have reviewed the information provided by MrA [redacted] and appreciate the opportunity to respondIn his complaint, MrA [redacted] alleges that he had a flood at his home, and that his flood sensor from Vivint did not properly notify him of the incident MrA [redacted] desires cancellation of the Agreement without penalty Vivint’s records indicate that MrA [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term This Agreement states that Vivint does not warrant that the system will always detect, or help prevent, any burglary or other such event As such, cancellation of MrA [redacted] ’s Agreement without penalty is not warranted at this time (Section 3, Vivint Purchase and Services Agreement)A representative from Vivint has recently contacted MrA [redacted] , in an effort to resolve these concerns A Field Service representative has been dispatched to MrA [redacted] ’s home to inspect and repair the system as needed, and Vivint’s Home Damage department has been notified of the flood damage and the request for compensation is being reviewed Further, in an effort to assist MrA [redacted] , Vivint has offered to reduce his monthly monitoring rate by 50% for the remainder of the initial term of his Agreement MrA [redacted] has accepted this offer, and the change has been made on his account A credit has been applied to cover the month of September as well 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, Nathan *W***

February 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 18, 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 has experienced technical issues with his systemMr [redacted] requests cancellation of his account At this time, Vivint is willing to cancel Mr [redacted] ’s account upon receipt of the equipment 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on June 18, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $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 Additionally, it should be noted that Vivint sent a technician to Mr [redacted] ’s home at no cost to fix the system; however, Mr [redacted] was not present for the appointmentAs such, Vivint was not able to assist Mr [redacted] ’s concerns Despite the information mentioned, Vivint advises Mr [redacted] to contact the representative that has attempted to contact him via phone and email to schedule an appointment 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

July 7, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, 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 a refund check has been issued for $and should arrive at Ms [redacted] ’s home within 7-business daysMs [redacted] stated that she wished for her Vivint services to remain activeIf 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

Complaint: [redacted] I am rejecting this response I reviewed the response by VIVINT Legal counsel, MrNathan *W***, and wish to thank Revdex.com for the quick handling of this complaint and the quick reply by VIVINT's legal counselVIVINT legal counsel addressed only one issue detailed in my letter I feel compelled to mention the VIVINT Survey mentioned by VIVINT's legal counsel, was the point in which I became fully aware of the VIVINT month and month contracts; I was not made aware of these stipulations through their salesman; if the salesman mentioned these points, it was not a focal point nor was my attention drawn to this fact But this is not the primary issue.The primary issues, which legal counsel failed to address, involve unreliable equipment and unacceptably long repair technician response times (e.gcustomer service.) Additionally, VIVINT legal counsel states the issues we are experiencing are 'alleged,' an interesting choice of words I feel it necessary to point out that I found no image from doorbell camera visible on the main control panel and called the Customer Care representative; the VIVINT Customer Care Representative came to the conclusion our doorbell camera was 'not working properly,' following a lengthy trouble shooting procedure The VIVINT representative concluded the equipment was not working properly It should be noted that the doorbell camera was the primary reason we decided to invite VIVINT into our home.The primary issues involve unreliable equipment (e.gthe doorbell camera), and the unacceptably long wait times for a VIVINT repair technician As stated in my original Revdex.com complaint, on August 20, 2015, we made our first call for service; after conducting exhaustive trouble shooting with the VIVINT Customer Care representative, I was advised the camera was not working properly which required a technician to inspect the equipment; I was advised the first available date a repairman would be available was October 6, 2015, days to wait for a repair technician Subsequently on September 25, 2015, the main control panel was found to be not working (no visible image), which required an extremely long call to the VIVINT Customer Care representative, who instructed me to remove the LCD face of the panel to unplug power sources, etc., which should not be necessary nor should I have to remove multiple screws, LCD panels, etc to reboot/reset this new equipment I am not a technician.Waiting days for a response for non-working security equipment is unacceptable and defeats the purpose of installing security equipment Additionally, I conducted a Revdex.com search of complaints involving VIVINT, as well as a Google search involving customer complaints involving VIVINT The facts provided by Revdex.com, and the information obtained through an internet search found our issues to be a common complaint regarding the VIVINT doorbell camera, other equipment (e.gmain control panel), and long response times for a VIVINT repair technicians Both issues were of concern to us and thoroughly discussed with the VIVINT salesman prior to signing of the contract, and the salesman assured us VIVINT had a very good response time and seldom had issues with their equipment; both of which we have found to be untrue, at least in our caseSince VIVINT's legal counsel apparently chose not to address the equipment reliability and technician response issues, I suspect and fear VIVINT will not or can not, provide the service and equipment as represented by their salesman Our experiences with VIVINT confirm our worst fears.Based upon the facts and information provided above, I am convinced VIVINT cannot make this issue 'whole,' and I must unfortunately reject the VIVINT response I wish to immediately cancel this contract with no penalty and request a full refund, with return of all VIVINT security equipment.Thank you Sincerely, [redacted]

August 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 12, To Whom It May Concern:I have reviewed the information provided by Mrand Ms [redacted] and appreciate the opportunity to respondIn their complaint Mrand Ms [redacted] explain that they were told by the sales representative that they would not be charged by the city for five faults alarms per yearMrand Ms [redacted] explain that they had a faults alarm and their city charged them $Mrand Ms [redacted] request a refund of $and their account canceled.A representative from Vivint has recently attempted to contact Mrand Ms [redacted] via email in an effort to resolve their concernsVivint does not have any records of any promises made by the sale representative other than what is on the contract.In an effort to help Mrand Ms [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Mrand Ms [redacted] will allow a Vivint technician to come to their home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledHowever, regarding the refund of $650, Vivint never charged Mrand Ms [redacted] $Those charges came from the city Mrand Ms [redacted] live inVivint advices if Mrand Ms [redacted] wish to dispute those charges to contact a representative from their cityIf Mrand Ms [redacted] wishes to pursue this resolution or if they has any questions or concerns Mrand Ms [redacted] may contact the Vivint representative that reached out to them 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 – Legal

August 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 23, 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***’s satisfaction, and he 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:after looking into it my secondary panel is still sold at $onlineSo is the panel that vivint wants to put in and cost only The second panel does not alert you whether the system is armed or disarmed and with the secondary panel on the second floor you can not hear the main panelI also believe it is not Vivints place to tell me to bring technology into the master bedroom to make the system work the same way I have been using it for years.If vivint at the very least they should refund what the cost of the panel was at the time of the systems install, purchase another online and installVivint also points out about the service call feeThe tech came out to tell me he is not familiar with the old system it should be replaced but he had nothing on his truck that worked with the old system and call vivint for an upgradeMy panel has not been replaced or fixed with a panel of the same functionality Sincerely, [redacted]

June 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: 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 Ms [redacted] in an effort to resolve their concernsVivint’s records indicate that this matter is being resolved to Mrand Ms [redacted] ’s satisfactionMrand Ms [redacted] ’s account has been canceled as of June 8, Mrand Ms [redacted] may contact Vivint’s representative directly if he has any questions or concernsIf 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

April 5, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 20, 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 requested cancellation of her account prior to the end of her initial term due to equipment not functioningShe then explains that despite this Vivint continues to bill her for serviceMs [redacted] requests that she is no longer billed for the remainder of her contract, as well as Vivint retrieve their equipment from her home A representative from Vivint has contacted Ms [redacted] in an effort to resolve this matter Vivint has agreed to cancel Ms***’s Agreement without penalty once the system is removed Vivint’s records show that Ms [redacted] signed an Agreement on June 20, 2017, with an initial term of sixty (60) months She is within the initial term of the Agreement and as such, her request for cancellation was denied Despite this information, Vivint has agreed to the above resolution, and Ms [redacted] has no further obligation to VivintShe may work with Vivint’s representative to set up an appointment for a technician to retrieve the equipment 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

January 10, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 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 his account was sent to collectionsMr [redacted] requests that Vivint waive a fee and give a discount Vivint’s records indicate that Mr [redacted] has been quoted the correct payoff amount of $The family assistance offer expired on December 30, If Mr [redacted] would like to make this payment, he may contact Vivint at 800-216- 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