Vivint Smart Home Security

March 22, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond.Vivint’s records indicate that Ms [redacted] signed a Vivint Purchase and Service AgreementIn section of Vivint’s Purchase and Service Agreement it states: You acknowledge that we shall have the right, at any time, to increase the services fee to reflect any taxes, licenses, permits, costs, fees or charges which may be charged to us by any utility or governmental agency relating to the installation of the system or services and you agree to pay the sameIn addition, we can increase the services fee for any renewal term by giving you the sixty (60) days prior written noticeMs [redacted] ’s signature represented that she understood and agreed to the above clauseVivint relied on Ms [redacted] ’s representation to ensure that she understood her commitments to Vivint, as outlined in the Agreement Vivint stands by our initial offerShould Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $899.82; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a credit to her Vivint billing account in the amount of $49.99.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***

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, [redacted] ***I will be speaking with Vivint on 9/My day offThank you

August 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: September 5, 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 a doorbell camera was never installed at her residence, however, she has been charged for it since having the system installedShe is requesting that Vivint lower her monthly bill and apply a credit for each month the doorbell camera was charged to her account Vivint has agreed to immediately lower Ms***’s bill to $In addition, Vivint has applied a $credit to cover the doorbell camera charges 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***

January 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that Vivint promised to send him a check to cancel his previous alarm contract but he never received the check and is being charged by two security companiesMr [redacted] desires Vivint to pay off his previous alarm companyVivint agrees to credit a month of service to Mr [redacted] ’s account as a gesture of goodwillVivint’s records indicate that Mr [redacted] called into Vivint on June 22, to cancel his System Purchase and Services Agreement (“Agreement”)Mr [redacted] stated that he was not aware of his other provider’s auto renewal provision when he entered into the Agreement with Vivint and he did not want to be paying for two security systemsVivint offered to credit Mr [redacted] ’s account with $to cover the cost of cancelling his previous providers alarm contractMr [redacted] was responsible for paying off his previous alarm contract after receiving this creditMr [redacted] accepted this resolution on June 22, and the credit was placed to his accountVivint has not received a payment towards Mr [redacted] ’s account since June 20, As such, further manipulation of his billing account is not warranted however, Vivint would like to assist Mr [redacted] with the above resolutionIf 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

March 6, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 17, 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 has paid her bill every month, but Vivint is saying that she missed a month and she is being forced to pay for a month twice Ms [redacted] desires a refund and an apology Vivint apologizes for any misunderstanding regarding Ms***’s monthly invoices Vivint’s records show that a credit for one month of service was applied to Ms***’s account to resolve this matter on February 25, This credit covered February’s service fee.Vivint confirms that Ms [redacted] paid her service fee each month until February (which the credit covered) The payments were generally sent at the first part of each month, but in December the payment was not processed until December 15th, and in January the payment was not processed until January 29th For this reason, the invoices sent to Ms [redacted] those months may have been printed and sent before the payment was made Vivint sends Ms [redacted] her statement each month on the 15th.Ms [redacted] has recently made her payment for March, and her Vivint billing account has a zero balance and will be invoiced for the next month on March 15th 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

March 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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 is currently being resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s home damage claim is being resolved through Vivint’s legal departmentMs [redacted] has been authorized to have a contractor come to her home to assess the damages and estimate the cost of repairsDocumentation Vivint will need to have on file are estimates and contractor invoicesPrior to processing payment (i.ereimbursement) of any kind, we will need Mrs [redacted] to sign a Release & Settlement FormThis form will certify that we are covering the cost of the repairs done and that the customer, Mrs [redacted] , is accepting that as the final resolution to the matter and will no longer hold Vivint responsible for any claims or damages asserted or un-asserted.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 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 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 has issues with the equipment working properly and Vivint has not been able to fix the issuesAs such, Mr [redacted] requests that Vivint cancel his account without penalty and pay him $822.27.At this time Vivint agrees to cancel Mr [redacted] ’s account without penalty upon Vivint’s recovery of the equipment.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on March 11, Mr [redacted] agreed to an original agreement term of sixty (60) monthsMr [redacted] also agreed to section “Repair Service,” witch states: “We do not warrant that the System cannot be defeated or compromised or that it will always operate.” Due to this information, it is not warranted for Vivint to pay Mr [redacted] $822.27.Despite the information presented, Vivint agrees to the above resolutionIf Mr [redacted] would like to move forward with canceling his account he may contact the Vivint representative who reached out to him.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 26, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond Vivint is in the process of re-evaluating Mr***’ case 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 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 29, 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 documents at the time of installation of the alarm system in her home, but that she is not the account holder Ms [redacted] believes that Vivint has held her responsible for a debt that is not in her nameShe desires for Vivint to cease collection attempts in her name.At this time, Vivint will cancel Ms [redacted] ’s account and remove her name from collectionsVivint’s records confirm that Ms [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint on September 29, 2011, representing that she understood and agreed to an initial term of forty-two (42) months and that she would pay a monthly monitoring fee of $each month, plus applicable taxes, during that term By signing this Agreement, Ms [redacted] is responsible for its terms.Vivint’s records further show that monthly payments for Ms [redacted] ’s account stopped after October As such, the account was cancelled for non-payment on February 27, 2016, and was transferred to an outside collections agencyHowever, at that time the initial term of the signed Agreement had lapsed but the account remained active as Vivint had not received a request for cancellation of the service Vivint will accept this complaint as written notice of cancellation and has waived the debt owed for service after the term of Ms [redacted] ’s Agreement lapsed 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W*** Chief Compliance Officer

May 11, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, Date of Addendum: January 27, 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 thought she had cancelled her agreement with Vivint upon moving out of her home Ms [redacted] recently noticed that Vivint has been withdrawing payments from her bank account since August 2014, and this has caused fees from her bank Ms [redacted] desires cancellation of her agreement without penalty, a refund of payments made since August 2014, and a refund of $she paid to her bank to stop payments.Vivint’s records show that on June 5, 2010, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months Vivint spoke with Ms [redacted] regarding her alarm service on January 27, Ms [redacted] represented that she was interested in cancelling her current agreement and resuming service after six (6) months, as her home was being torn down Based upon this representation, Vivint offered a forty-two (42) month extension of Ms [redacted] ’s agreement in exchange for six (6) free months of service and a free installation of a new system in her new home Ms [redacted] agreed to this arrangement Indeed, Vivint read the following statement, after which Ms [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 VivintMs [redacted] was not charged for service for the next six (6) months, as agreed Billing resumed in August 2014, but Ms [redacted] did not contact Vivint to initiate the installation of her new system A representative has recently contacted Ms [redacted] , in an effort to resolve this matter To assist Ms [redacted] , Vivint has agreed to cancel the extended Agreement, and will refund two (2) monthly payments, in the amount of $*** A check is being sent to the mailing address on file to fulfill this refund Ms [redacted] has no further obligation to Vivint No further refund is warranted.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]

July 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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] via email in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfaction She has no further obligation to Vivint and may expect a refund of her last payment back in her checking account in 7-business days Ms [redacted] may contact Vivint’s representative directly if she has any further questions or concerns in this matter.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

September 23, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 1, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that his cameras have not been installed yet and has been having issues with his doorbell camera and thermostatMr [redacted] desires cancellation of the agreement or the replacement of his system equipmentVivint’s records indicate that Mr [redacted] has an appointment to have his camera installed on October 5, During this appointment the technician will be able to resolve the issues with his doorbell camera and his thermostatA $ [redacted] credit has been applied to Mr***’s account for the time he has been without cameras Vivint would like to ensure that Mr***’s alarm system will operate efficiently, Mr***’s account has been upgraded to premium serviceMr [redacted] will now receive free battery replacements and free technician visits for the lifetime of his Agreement to resolve any issues with the alarm system, this includes free equipment exchanges as necessaryI would advise Mr [redacted] to inform Vivint of any system issues he may experience along with performing his monthly system tests to ensure that the alarm system will operate efficiently 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***

April 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, 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 he requested cancellation of his account at the end of his initial term, but that Vivint continued to bill him for service and he recently found out that he had to send an email requesting cancellationMr [redacted] desires for his account to be cancelled and considered paid in fullAt this time, Vivint agrees to cancel Mr [redacted] ’s Agreement without penalty Vivint will also waive the past due balance of $on the accountVivint’s records show that Mr [redacted] signed an Agreement with Vivint on July 24, 2013, in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing with at least days prior notice, and that if terminated, the Agreement ends on the last day of the thirty (30) day notice period (Vivint Purchase and Services Agreement, Section 2.4) Mr [redacted] called Vivint to inquire about cancellation on March 23, 2017, and at that time he was advised of the required written notice Mr [redacted] ’s written notice of cancellation was received on March 23, 2017, and his account had been invoiced for a month of service on March 15, 2017, before his 30-day notice Despite this information, Vivint agrees to the above resolution Mr [redacted] has no further obligation to Vivint.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 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Jason L [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, To Whom It May Concern:I have reviewed the information provided by MrL [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrL [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrL [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: [redacted] , attention Department – LegalSincerely, Nathan *W***

January 4, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 30, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, he alleges that he was without service for 3+ weeksMr [redacted] is requesting cancellation of his account and a refund for the month he was not receiving serviceAlthough Mr [redacted] did agree to extend his agreement, Vivint has taken the complications he has experienced into consideration and have agreed to cancel his accountVivint has also issued him a refund of $***A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsIf he has any questions, he may contact that representativeIf 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***

March 22, 2018Revdex.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 Mrs [redacted] and appreciate the opportunity to respondIn her complaint, Mrs [redacted] states that she only agreed to be an emergency contact for Mr [redacted] and that she did not enter into an agreement with VivintAs such, she is requesting that the contract be voided and Vivint cease any collection attempts.Vivint’s records indicate that on June 3, 2017, Ms [redacted] signed a Purchase and Services Agreement (“Agreement”), with an initial term of sixty (60) monthsIf Mrs [redacted] would simply like to be removed from the account, she and MrLorenzo [redacted] must sign a Name Removal documentIf she would like Vivint to conduct a forgery investigation, she will need to provide a copy of her notarized signature, such as a driver’s license or state I.DMrs [redacted] may contact Vivint’s customer care department to take advantage of either option.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 5, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 19, 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 agreed to a five year contract; however, she is requesting cancellation at this time Cancellation without penalty is not warrantedShould Ms [redacted] still wish to cancel her agreement prematurely, her payoff amount would be $1,299.74; however, in an effort to assist Ms [redacted] , Vivint is willing to reduce her payoff amount by 50%, bringing the total payoff amount to $ 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 December 20, 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 [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement If Ms [redacted] wishes to take advantage of the reduced buyout offer, she may contact [email protected] 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

June 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 1, 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 had a house fire on March 22, where her Vivint smoke alarms did not go off Ms [redacted] desires cancellation of her agreement without penalty and a refund of all monies paid to Vivint after March 22, Vivint’s records indicate that Ms [redacted] did not have any Vivint smoke detectors installed in her homeVivint System Purchase and Services Agreement Section 3, signed by Ms [redacted] on September 17, states:WHERE PERMITTED BY LAW, WE DISCLAIM ANY IMPLIED WARRANTIES PROVIDED BY LAW INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR PURPOSEWE DO NOT WARRANT THAT THE SYSTEM WILL ALWAYS DETECT, OR HELP PREVENT, ANY BURGLARY, FIRE, HOOR ANY OTHER SUCH EVENTWE DO NOT WARRANT THAT THE SYSTEM CANNOT BE DEFEATED OR COMPROMISED OR THAT IT WILL ALWAYS OPERATEWE DO NOT WARRANT ANY WORK OR PRODUCTS PROVIDED BY YOU OR A THIRD PARTY USED IN CONNECTION WITH YOUR SYSTEM.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

Complaint: [redacted] I am rejecting this response because:I've waited for Vivint since September, I think they can give me a couple weeks over the holidays to get a revised quote that they requested.I have received the quote from the contractor It is attached Sincerely, [redacted]

August 19, 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 respondA representative has recently reached out to Mr [redacted] to address his concernsVivint’s records indicate that this matter will be resolved to Mr [redacted] ’s satisfaction once the alarm system has been removed from his home on September 16, 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