Vivint Sales Manual Directs Reps To Deceive ADT Customers
IPVM has obtained a Vivint sales manual, via court records, that shows how Vivint's management directed its door-to-door sales reps to deceive ADT customers in attempting to take them over.
Vivint's deceptive practices have resulted in a $20 million settlement with the Federal Trade Commission, lawsuits by state attorneys general, a nearly $190 million verdict in a case brought by rival CPI, and a recent settlement with ADT.
In this note, we share the section of a Vivint sales manual that demonstrates word for word how Vivint aimed to deceive customers.
2017 ***** ******
*** ******, ***** ** ****** ** *** CPI ****, ******** *** ********* ****** for * "**********/******** ***" **** ********* representatives ** ******* *** *** ********* as ****** **** **** ******* ** working ******** ******* ********** **** *** competitors.
** *** ******, **** *** ********** to *** **** "********* ** ** records," *** ***** ** ** "*********** home **** ***" *** "**'** ***** back ** *** ***** *********** ***** and ******* **** *** *********." *** it **** *** ***** **** ** "advertising ****" ***** ****, *** ** there *** *********** **** ****** *** ADT *** ********* *********.
*** *** ********** ****** ** ***** the ***** ***** ****** ** *** manual's ***** ** ********, ******* **** it *** ** ******* ********** ** Vivint.
"Great ********** ****"
****** ****** ****** *** *** ***** that *** ****** *** "************," *** CPI ******* *** **** ***** ****** managers ********* ** ****** ******** *** manual **** ***** *********, *** *** —********** **** ********* ******** ********— ********* ** ** ** ****** sales ****** ******* ** * "***** recruiting ****."
** * ********** ** ***** ********* shown ** *****, ***** *** **** obtained ** ****, ******** ************ **** he ******* *** ****** *** **** it ** *** ******** **** (** page * ** ************* **********).
** **** ****** **** ** ********'* interpretation **** *** *** ***** ** particular *** "* ****** *** *********."
Years-Long ******
*** *** ****** **** ******* *** years **** *********** ** ******* *** reps ** *********** **** *****, ** otherwise ******* *********, ** ***** ** steal **** *****'* ********. ** ****, ADT ******* *$** ******* ************ * ******* ******* ****** **** those *********.
*** **** ****** ***** ** ****, and****** *********** ***.*** ***** **** ******* *** ** undisclosed ****** ** ********* ****.
Clear ********
*** ******** ******, ******** ******** *** the ***** **** ** *** **** records, ******* ************ **** ****** ***** reps **** ********** ** ** *********, particularly **** ****** ** ****** **** ADT *********. ***, * ******* ***** than ***, ******* **** ****** **** the **** ******** *** ********* *** customers.
***** **** *** ******, *** **** in **** ** *** ********** ** least *** ********* *** **** ********** by ******'* **** (****** ******* *** ****** ******** ********* Just '*** ** *** *******.') *****, ** ********* *** ****** to ***.
*** ******* **** ****** **** ******** customers ** ******* **** **** **** supposed ** "*******" ******** *********, **** ADT *** **** ****** *** ** Vivint, ** **** ****** *** ********** with ** ****** ** ****** ** ADT.
*** ****** *** *** **** ******** by ** *** ******** ** * doorbell ****** *** **** ** ******* that ****** *** ********* *** ***'* ADT ****** (********* *** ***** ***** ****** ** Camera ***** ** *** ********).
*******, ****** *** ******** **** ** intentionally ****** *** *** ********* *** has ****** **** *** ********* *** have ************* ***** ************. *** *****, Utah-based ******* **** **** **** ** fired *** *** ** ********, *** was ****** ** *** ******** ******.
Use ** *** ****
****** *** *** ***** ** ******** 2023, ******* *** *** *********, *.*.-***** company ****** ******* ** *** ****** in ***** *********. ** ******** (**** 163 ** ******** **********), *** ************* ***** ** *****, ***** & Bacon *********** ** *** ******, ******* ******:
**** ** *********** *******. *** ** we **** **'* ***********? *** ***** a *** ** *** **** ************ intent ** **** *********.Vivint ****** ****. Vivint condones this and it goes up ** *** ******* ******. [Emphasis *****.]
***** ***** ****** ** ***** $** million ** ************ ******* *** $*** million ** ******** *******. ****** ******* just * ****** **** $* ******* less **** ** *********, **** $**.* million ** ************ ******* *** $*** million ** ******** *******.
** ******** ** ***, ***** *********** ADT ** *** **** **** ******* in ********* **** *** *** *******'***** ********** **** ******. ** **** ****************** ** * ******* ************** ****** **** ** ***** *******.
******
***** **** *** ****** ****** ** important **** ** *** *** ****, which *** ** * ****** $*** million ******* ******* ******, ** *** have *********** ** ****** *** ***** NRG's ******** ** ****** *** *** case ****** *****. ** **** ******* other ***** ** *** ****** *** report ******** **** **** **** ***** on ******'* *******.
* **** * *** ** **** who **** ****** *** ****** **** the ***** *** **** **** **** stuff **** ****. ****** *** ** many *****, ********* **** ** ** friend's ***** **** *** **** ***** their **** ***** *** ***** ****.
**** **** ***** **** ****
*** *** *********? ******* **** ******** to ***** ******* **? **** **** they **** *** ***** *** **** were *******?
********** ****** ** ****: **** ***** was **** ** **** ***** ** February ****. ** **** ** **** than * ****** ** ****** ******** to *** ***** *** ** *** parties ** ***** ** ****** **** trial *********** *** **** ********. (** had ** *** *** *********** ***** in ***** ** **** **** *** document ******* *** **** ******* ** separately.)
********, **** ****!
**** * *************** ********* ******. **** is **** ****** *********** ****** **** to **** ****.