Vivint Smart Home Security

May 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, 2010            Date of Addendum: August 18, 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 Vivint will not cancel his account because of a renewal completed on the account. Mr. [redacted] does not recall completing the renewal. As such he desires cancellation of his agreement without penalty.At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account without penalty.  Vivint’s records show that on May 29, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on August 18, 2015.  Mr. [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly service fee.  Based upon this representation, Vivint offered a sixty (60) month extension with $10.00 off of his service 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 sixty 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 above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint. Additionally, Vivint will refund the most recent payment Mr. [redacted] made on the account. Please allow 7 to 10 business days for the check to arrive in the mail.  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

August 3, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sheryl R[redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2012            To Whom It May...

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

February 3, 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 5, 2010                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that Vivint was unable to fulfill his request for upgraded equipment. Mr. [redacted] requests cancellation of his account.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account.   Vivint’s records indicate that on January 24, 2017, Vivint did offer to send out a technician to complete the upgrade; however, Mr. [redacted] declined this offer.   Despite the information mentioned, 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: 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 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 11, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she scheduled service appointments several times but nobody showed up, and that Vivint did not address all her equipment problems.  Ms. [redacted] further states that Vivint’s sales representative paid her sign-up fee and continues to try contacting her.Vivint maintains its position that cancellation of Ms. [redacted]’s Agreement is not warranted at this time, and that her account has been transferred to a third party collections agency and must be settled with them.Ms. [redacted] signed a Purchase and Services Agreement on July 11, 2016, with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  This Agreement provides a Right of Rescission period of three (3) business days following installation, during which time a customer may cancel the Agreement and service for any reason.  Ms. [redacted] did not contact Vivint until September 23 and October 24, 2016 to report equipment problems, and a technician was dispatched to her home and completed a full system inspection on October 27, 2016.  This was the only service visit scheduled by Vivint.  Ms. [redacted] may have requested a technician through her sales representative, but Vivint has no record of that.Vivint has passed Ms. [redacted]’s feedback regarding her sales representative to the appropriate management.  However, Vivint is unable to assist Ms. [redacted] with her billing account as it has been transferred to another company.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

February 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 7,...

2009        Date of Addendum: January 4, 2017          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 recently agreed to an extension of her Agreement in exchange for an upgraded system and reduced monthly rate.  Ms. [redacted] states that she has since had problems with the billing and the upgraded equipment that have not been resolved. As such, Ms. [redacted] explains that she has requested cancellation, but that Vivint refuses to cancel her Agreement or refund the monies she paid for her upgrade.  Ms. [redacted] desires a refund in the amount of $227.00 and cancellation of her Agreement and service. At this time, Vivint agrees to refund Ms. [redacted] $227.00 back to her bank account on file.  This amount was paid on January 13, 2017 for a new upgraded alarm panel which has not yet been installed in Ms. [redacted]’s home.  Vivint also agrees to cancel Ms. [redacted]’s Agreement and service at her request, effective immediately.Although Ms. [redacted] agreed to a 36-month extension of her Agreement term on January 4, 2017, Vivint confirms that the system has not yet been upgraded, and agrees to the above resolution in this matter.  Ms. [redacted] has no further obligation to Vivint at this time, and she may expect her refund back in her bank account in 7-10 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

October 15, 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 27, 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] states she came to find out that the reason she was receiving collection calls even though she had paid her bill was because there were two active accounts at her address. Ms. [redacted] desires an explanation of why there are two active accounts, a credit of the payments she has made, and the cancellation of the account without penalty. Vivint’s records indicate that how two accounts became active as the same address and caused the confusion was the result of an account takeover that did not follow the proper protocol in place for one individual to takeover another’s account. Vivint previously had an account with a past resident at the address where Ms. [redacted] was listed as a secondary user. In February of 2016, Vivint received word from the previous account holder that he would be moving and wanted to know what options he had in regards to the account. Vivint explained these options to the account holder, and he said he would call back once he had discussed it with Ms. [redacted] given she was the secondary account holder. In March of 2016, Vivint received a call from Ms. [redacted] stating the previous account holder would be moving but she was not sure of the timeframe. The Vivint representative began the process of an account takeover, which includes creating a new account even though she was a second account holder; this is in part to prevent any security breaches to the account. However the previous account was not closed due the date to officially takeover the account was not in place. Ms. [redacted] officially took over the account on July 27, 2016. Due to a clerical error, the previous account with Ms. [redacted] name as a secondary account holder was submitted for closure, but was never received final approval. This caused the account to remain as active in Vivint’s system. Typically Vivint’s accounts are setup with a customer’s banking account attached which directs where the payment would be sent. However, Ms. [redacted] elected to receive a direct invoice and mail in a check each month. Given her name was attached to the previous account; the check was then applied to the older account which caused the new account to become overdue. Once Vivint’s Customer Care department was alerted to this fact, the previous account was closed and a check was mailed to Ms. [redacted] on October 7, 2016 to refund payments made during this time. Vivint has also zeroed out the balance of Ms. [redacted]’s current active account. Vivint apologizes for any confusion Ms. [redacted] may have endured regarding this matter, but believes this matter has been resolved. Cancellation of Ms. [redacted]’s account is not warranted. 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

August 22, 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 27, 2017                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   As previously stated in Vivint’s response on August 16, 2017, a refund of $42.39 was issued to Mr. [redacted]’s credit card and will arrive within 7-10 business days from the date it was issued.   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:The rebuttal submitted by Mr. W[redacted] states that Vivint investigated the event that occured in June. Mr. W[redacted] then states that I have been supplied the proper documentation to transfer the account to my name. Mr. W[redacted] then refers back to the original contract signed by my wife in December of 2014.The information, as dictated by Mr. W[redacted], is brief and vague. "Proper monitoring procedures" is terminology that is not defined within the terms of services. The only place I am left as a customer, to determine what the aforementioned procedures are, is by their representatives. These representatives, I have been further informed, are third party representatives, which their contract explicitly states that they do not assume liability for statements made by third party representatives. However, there is no reasonable way for a customer to assume that these representatives are not direct employees of Vivint when they arrive on the property in a truck with Vivint written on the side and wear bright orange polos with "Vivint" on them. The uniform appearance gives the impression that these are direct employees of Vivint and it is reasonable, knowing what I know now, to suspect the intention of either party in the manner of their presentation given the disclosure within the contract. That being said, Mr. W[redacted]'s rebuttal is easily misread. When Vivint called local dispatch to report the alarm being triggered, that is when they were informed that they would send a police officer to the location. Based on the information supplied to me by Mrs. J[redacted], Vivint had no further contact with the police until after my wife arrived at home and called to report the false alarm (which was again due to a hardware failure and not due to user error). My wife then reported the false alarm at 0811 hrs (alarm deactivated and call initiated at 0809) and was informed that police were still on their way, this is verified by reviewing the recorded phone call I was supplied. Following that phone call, a vivint representative contacted the police department and was told that the house had been cleared at 0808 hrs. This is not strictly impossible if my wife missed the police by mere seconds, but this is a matter that I will follow up with the local police department about since it is not directly within the control of Vivint. It is important to recognize that as a consumer, I would have no way to gain access to any of this information without being given access, as I now have. This information was not supplied until the issue was elevated to the legal department and a Revdex.com complaint had been submitted. The "lengthly phone call" referenced by Mr. W[redacted] would have been a mutually beneficial time to supply that information, though the ideal time for the receipt of that information would have been the same day as the incident. This is not a requirement, and does not represent a breach of services, but it does represent a portion of the struggle my wife and I have had with the customer service rendered by Vivint.Mr. W[redacted] then references a representative contacting me to attempt to resolve this issue, and then subsequently supplying me with the recordings from three phone calls. Two calls from Vivint to the PD, one reporting the alarm and one reporting the false alarm (where they were informed the house had been cleared), and a third call from my wife to Vivint reporting the false alarm. That is true, however, this did not occur until I had already submitted a complaint to the Revdex.com following a conversation with several customer service representatives who told me that there was nothing that they could do and no one that they could put me in contact with to seek resolution to this incident. Mrs. J[redacted] has been incredibly helpful and I greatly appreciate her contacting me, but she represents an incredibly small fraction of my overall negative experience with Vivint's customer service attempts. If I had never elevated this issue to their legal department (where Mrs. J[redacted] is employed), then I would not have received this positive customer service experience from Vivint. It is also important to note that it is not due to employee fault or action that the experience has been negative. Each representative has seemed willing to help, but almost every single person reported that they were "unable to help" with my problem. This is the same reason why my wife and I spent an hour and a half on the phone, largely on hold, in the first place since each department we contacted then transferred us to another department for the issue of attempting to switch the name on the contract from my wife to myself. Mr. W[redacted] then further states that I have been provided the required documents to perform such a transfer. During my initial phone call to Vivint that precipitated this incident, I was not even aware that I would have to fill out documents and then submit them. Sales representatives had previously told us that it would be resolved on the phone. The customer service representatives on 20150807 didn't offer any new information regarding the process to transfer the account, and it was not until Mrs. J[redacted] contacted me that I was even informed how the process worked. She offered to send me the documents on 20150813 (which she did) six days after my initial phone call with Vivint and after my complaint to the Revdex.com. Although she was stated that she was unaware of the complaint to the Revdex.com, this is incongruent with the impression that can be gained from Mr. W[redacted]'s statement. My wife did sign a contract, which we thought was reasonable at the time of signing, but with new information, specifically in regards to the rejection of liability for third party persons. Had we been aware that the statements being made by the sales persons were not representative of the company in any way, we would have been inclined to cease all dealings with such individuals. We believed, reasonably, that the sales persons we interacted with and the products we used were first party; we were never explicitly told, nor was it reasonable to conclude, that these things would fall under Vivint's third party liability clause. This feels like it was intentionally misleading. I have indicated that I do not accept this response to resolve this complaint, however, I would be satisified to first attempt to resolve this through Mrs. J[redacted] and out of public venue.

August 25, 2016       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: June 25, 2016                                                                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 promised a free activation fee and $40.00 monthly payments for the first year of service.   Vivint previously submitted a $99.00 refund on August 21st which covers the activation fee. Vivint also submitted a refund today on August 25th of $24.80 to reimburse her for the extra $20.00 she paid towards her first monthly payment on July 9th. In addition, Vivint has agreed to lower her monthly fee to $40.00 for the remaining months of her first year of service as promised by her sales representative.   Vivint apologizes for any inconvenience this may have caused.   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

March 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, 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 has been having issues with his doorbell camera and that it is not functioning properly. Mr. [redacted] desires a full refund of his account and cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty from Vivint Inc. (“Vivint”). A representative from Vivint has contacted Mr. [redacted] in an attempt to resolve the issue. No response has been received since Vivint’s last communication and offer. Vivint’s records indicate that on 8/30/2015, Mr. [redacted] called Vivint and indicated that his system was not working properly as the panel was not alerted when he triggered a sensor and that the doorbell camera wasn’t working and showed as being “offline”. An appointment was scheduled for 9/18/2015. On 9/18/2015, the technician arrived at his residence to assess the situation and repair, but no one was home. A note was left on his door asking him to contact Vivint to reschedule.  On 09/19/2015, a phone call was placed to Vivint in which he indicated that he was still experiencing problems with the doorbell camera. The representative he spoke with attempted to troubleshoot over the phone and was escalating the call but the call was lost during transfer. On 11/30/2015, he called and indicated that his doorbell camera was not working. An appointment was scheduled for 12/15/2015. On 12/15/2015, the technician arrived at his residence but no one was home. The technician was able to reach him via phone in which it was explained that he was not aware of said appointment and that he would have to reschedule.Vivint is willing to credit Mr. [redacted] six (6) months of credit for the issues incurred. Vivint would also like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Should Mr. [redacted] accept this offer, I would recommend to Mr. [redacted] that he contact the representative he has spoken with to schedule an appointment, alternatively he may contact Customer Care at ###-###-#### to schedule the appointment. 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]

March 19, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted] and [redacted]       Vivint Account #: [redacted]       Date of Agreement:...

July 1, 2016           To Whom It May Concern:I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. and Ms. [redacted] in an effort to resolve their concerns and has sent an email with contact information.  Vivint is willing to cancel the Agreement without penalty at this time.  Mr. and Ms. [redacted] have no further obligation to Vivint.  They may contact Vivint’s representative with any further 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

November 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, 2016           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 is in the process to being resolved to Mr. [redacted] satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: May 20, 2017           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she has experienced issues with the equipment installed in her home and technicians not showing up for appointments to fix the system. As such, Ms. [redacted] requests that her equipment be fixed or her account canceled without any penalty.Vivint agrees to schedule a technician to go to Ms. [redacted]’s home to fix or replace any equipment that is not working properly. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. If Ms. [redacted] would like to proceed with this resolution or if she has any questions she may contact the Vivint representative who reached out to her.  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

January 16, 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 10,...

2010        Date of Addendum: March 12, 2014 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 Agreement at the end of her initial term, with a 30-day notice as instructed in the Agreement. Ms. [redacted] states that Vivint has not cancelled her Agreement and is claiming that she owes $399.92 to fulfill her extended term.  She desires cancellation of her Agreement without penalty and a refund of December’s payment in the amount of $49.99.At this time, Vivint will waive the remaining months of the extended term and will cancel Ms. [redacted]’s Agreement without penalty, effective immediately.  Vivint will also send a check in the amount of $49.99 to Ms. [redacted]’s mailing address, to refund December’s payment.Vivint’s records show that on September 10, 2010, Mr. and Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the Agreement would have lapsed on March 10, 2014.  However, Vivint spoke with Mr. [redacted] regarding the alarm service on March 12, 2014.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of the Agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension 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.  Due to this extension of the Agreement, cancellation would not be warranted until September 2017; however, Vivint agrees to the above resolution.  Mr. and Ms. [redacted] have no further            obligation to Vivint, and they may expect their refund check in the mail in 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

February 11, 2016Revdex.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 Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] alleges that he believed the initial term of his Agreement was only for twenty-four (24) months, but Vivint stated it was for forty-two (42) months. Mr. [redacted] further alleges that he was never informed about the written notice of cancellation, as such he was charge his monthly monitoring fee after the initial term of the Agreement. Mr. [redacted] desires the cancellation of his account and a refund of $850.00.Unfortunately, I am unable to find the Vivint account in question with the information given by Mr. [redacted].  I would advise Mr. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.  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]

April 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 3, 2017           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] desires a refund of all monies paid to Vivint and cancellation of her agreement without penalty. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  Additionally, a refund in the amount of $901.45 taken from credit card ending in [redacted] was processed on April 10, 2017. A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to schedule an appointment for the removal of Vivint’s equipment. Following retrieval of the equipment from Ms. [redacted]’s home, Vivint will issue any additional refunds. 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]

October 31, 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 6, 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 fulfilled the initial term of his Agreement with Vivint, then moved and had complications with the scheduling of a technician to install a system in his new home.  Mr. [redacted] alleges that he has now cancelled his account with Vivint, but that he was still charged for services he was not receiving.  Mr. [redacted] desires a refund of monies paid to Vivint from May to October 2015.  Vivint’s records indicate that Mr. [redacted] notified Vivint of his move on May 21, 2015.  Vivint scheduled appointments for this move on June 19, August 12, and August 26, 2015, but these appointments were rescheduled or declined by Mr. [redacted].  Vivint applied credit to Mr. [redacted]’s billing account in the amount of [redacted] during the time that he was without service after he had moved.  Vivint received a written notice of cancellation from Mr. [redacted] on September 17, 2015, and the account was cancelled on October 6, 2015.In an effort to assist Mr. [redacted] at this time, Vivint will refund the payments made in September and October 2015, in the amount of $[redacted].   This refund is being sent back to the checking account on file.  Mr. [redacted]’s account is cancelled, and he 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 15, 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: June 22, 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] alleges that she was misled by a Vivint representative regarding contract terms, and Vivint’s move policy.  Ms. [redacted] desires cancellation of the Agreement without penalty, and removal of the equipment.Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on June, 18, 2013. On May 4, 2014, Ms. [redacted] first informed Vivint of her move. Vivint assisted Ms. [redacted] by applying a deferment of three (3) months to the account. A charge of $[redacted] was invoiced to Ms. [redacted]’s Vivint account on November 6, 2014. This charge was previously corrected on Vivint’s end by refunding Ms. [redacted]. On January 27, 2015, Ms. [redacted] called Vivint to schedule her move on February 21, 2015. On February 21, 2015 the field service professional was sent to Ms. [redacted]’s home to install her security system. At the time of the install, the field service professional did not have the panel Ms. [redacted] had originally, so she was upgraded to Vivint’s SkyControl panel. Vivint has no record of a change to her monthly rate.   Vivint’s records indicate that prior to the installation of any equipment in her previous home; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. 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 Ms. [redacted] completed the required Pre-Installation Survey on June 18, 2013. 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 $[redacted] 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. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $[redacted].  Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to reduce her monthly rate by 25% to $[redacted] plus any applicable taxes if Ms. [redacted] agrees to sign a new forty-two (42) month agreement with Vivint. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at [redacted].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]

December 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: May 30, 2015           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had issues with the length of the contract because she was told that it was 42 month contract not a 60 month contract. She also explains about a sensor on her sliding glass door, and a technician going to the wrong address to take over an account. As such, Ms. [redacted] requests a refund of $99 and cancelation of her account. At this time Vivint is willing to change the contract term from 60 months to 42 and refund $99 back to Ms. [redacted] or a 50% discount on Ms. [redacted]’s contractual cancelation fees.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that a technician went to Ms. [redacted]’s house on December 13, 2016 to fix the issue with the sensor. So in an effort to assist Ms. [redacted], Vivint is willing to change the contract term from 60 months to 42 and refund $99 back to Ms. [redacted] or a 50% discount on Ms. [redacted]’s contractual cancelation fees. If Ms. [redacted] would like to move forward with one of these resolutions or if she has any questions she may contact the representative who 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

August 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Stephen B[redacted]  Vivint Account #: [redacted] Date of Agreement: May 17, 2010           To Whom It May Concern:I...

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