Vivint Smart Home Security

February 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 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 being resolved to Ms [redacted] ’s satisfaction If Ms [redacted] has any further questions or concerns, she may contact Vivint’s representative.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***

October 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 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 had his System Purchase and Services Agreement (“Agreement”) cancelled but Vivint continued to charge his bank account for five monthsMr [redacted] desires a refund for five months of service and his financial information removed from Vivint’s internal systemsVivint’s records indicate that Mr [redacted] sent an email into Vivint’s Legal department on September 27, After review of Mr [redacted] ’s email, Vivint agreed to cancel his Agreement and sent a refund of $on September 29, Vivint did not charge Mr [redacted] in October and Mr [redacted] ’s Agreement was not taken over until June 27, As such, Mr [redacted] is eligible for only a three month refundMr [redacted] verbally agreed to have his Agreement taken over by the new homeowners on June 6, but Vivint also requires a written notice of cancellation in order for a cancellation or takeover to be completedVivint did not receive such documentation until September 20, Nevertheless, Vivint agreed to the above resolution and has removed Mr [redacted] ’s banking information from Vivint’s internal systemsIf 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

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 21, 2014To 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 damage was done to his home due to complications with Vivint’s thermostatsVivint’s records indicate that Mr [redacted] has notified Vivint of this concernThe most recent records demonstrate that a representative from Vivint’s Home Damage department has attempted contact with Mr [redacted] regarding this, but have not been able to speak with himVivint has agreed to reimburse the amount of the invoice provided by Mr [redacted] totaling $ [redacted] in the form of a check to be shipped to the address on file, and is awaiting confirmation on Mr***’s behalf.Based upon Mr***’s representations, and in an effort to resolve this dispute, Vivint’s representative from the Home Damage department will continue attempts to contact Mr [redacted] until this concern is resolved.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]

December 21, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 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 Vivint sales representative sold them on a system where he could cancel in the event of movingMr [redacted] is now moving but when he called to cancel, he was informed he would still be responsible for the serviceMr [redacted] desires cancellation of his agreement without penalty A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records do not indicate the offer of cancellation upon moving was promised at the time of installHowever, Vivint’s records indicate Mr [redacted] notified Vivint was moving out of the countryVivint does provide its customers with an early cancellation option if the customer moves out of Vivint’s serviceable areaVivint has requested Mr [redacted] provide documentation as proof of his moving to another country, but Vivint has yet to receive this documentationAt this time, Vivint is awaiting documentation from Mr [redacted] , to proceed in reviewing the account for possible cancellationIf Mr [redacted] will provide Vivint with either a lease agreement, utility bill, or two pieces of addressed to Mr [redacted] from the new location, his request for cancellation will be further reviewedMr [redacted] may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing 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

March 20, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: December 2, 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 believes her grandson signed the contractAs such, Ms [redacted] requests cancellation of her account Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] signed a System Monitoring and Services Agreement (“Agreement”) Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s homeThe purpose of the Agreement 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] signed the Agreement on December 2, Upon signing the Agreement, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $each month during that termVivint relied on Ms [redacted] representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Due to these circumstances Vivint is willing to investigate the possibility of forgery, on account that Ms [redacted] sends Vivint a notarized signature, or copy of her driver’s licenseMs [redacted] may send the signature to [email protected] 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***Chief Compliance OfficerTell us why here

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

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]

February 2, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 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 this matter is being resolvedAn appointment has been scheduled for removal of the system from Ms [redacted] ’s home on February 12, Following the removal, Ms [redacted] will have no further obligation to Vivint Ms [redacted] may contact Vivint’s representative directly with 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] explains that she has experienced issues with the equipment and the servicing of that equipmentMs [redacted] ’s desired resolution is cancelation of the contract A representative from Vivint has recently attempted to contact Ms [redacted] to resolve her concernsIn an effort to help Ms [redacted] and to resolve this issue Vivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipment from her home or if Ms [redacted] will sent the equipment back to Vivint in a pre-paid box provided by VivintAfter the technician has removed the equipment or when Vivint receives the box with the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 11, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 30, 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 concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr [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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

December 21, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 her doorbell camera has not operated correctly despite numerous technicians attempting to fix the issueMs [redacted] desires her System Purchase and Services Agreement cancelled without penalty or for her doorbell camera to operate correctlyA representative has recently reached out to Ms [redacted] in an attempt to resolve her concernsVivint’s records indicate that this matter has been resolvedIf 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

January 25, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 [redacted] ’s satisfaction.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***

July 7, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, Date of Addendum: February 29, 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 his Agreement was extended when he moved the service into a new home despite being told he would be continuing his previous Agreement termHe also states that Vivint has been billing more than is indicated on the agreementMr [redacted] requests cancellation of the Vivint service.Vivint’s records show that on May 31, 2012, Mr [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 lapsed on November 30, However, Vivint spoke with Mr [redacted] regarding his alarm service on February 29, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreedIn return Vivint reduced Mr [redacted] ’s rate by $for twelve (12) months 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 VivintThe thirty-five (35) months listed on the Agreement which Mr [redacted] signed were simply the remaining months on this month extensionAdditionally, both Mr [redacted] ’s original Agreement and the Agreement which he signed when he moved indicate that he will be billed $per month for services.Vivint records indicate that Mr [redacted] ’s requests for cancellation were due to switching services to another provider and made no mention of issues with his system moveChanging providers is not grounds for cancellation of Mr [redacted] ’s serviceVivint recommends that Mr [redacted] attempt to contact this new provider and discontinue services with themVivint is willing to reinstall Mr [redacted] ’s Vivint service at no charge.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***

Complaint: [redacted] I am rejecting this response because: I agree with a alarm system that worksIs not fair that they want me to pay a alarm system that doesn’t protect my family and I broke my ankle, I couldn’t make the paymentsVivint didn’t wanted to work with meThey don’t care about anythingThe only thing they want is there moneyI’m not happy with this company is the worst on customer service ever experiencedThe same with the technicians tooI will never ever recommend this companyThey impact my credit report bad and Collection tooI’m not a happy customer Sincerely, [redacted] ***

October 23, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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] states that she did not enter into a contract with Vivint at the time she was sold the Vivint system, and that now she is unable to cancel her service without paying the remainder of an Agreement term She desires cancellation of her Agreement without penalty In an effort to assist Ms [redacted] , Vivint will reduce her monthly services fee by 40% for the remainder of the initial term of the Agreement This will also reduce the payoff amount by 40% should she wish to cancel her Agreement prematurely Vivint’s records indicate that Ms [redacted] signed a System Purchase and Services Agreement on September 19, with an initial term of forty-eight (48) months and a monthly services fee of $during that term 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 September 14, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months and that she would be responsible for a monthly services fee of $49.99, each month during that term 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; however, Vivint agrees to the above resolution in an effort to assist Ms [redacted] Her monthly services fee has been reduced to $for the remainder of her initial term 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 22, 2017Revdex.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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he had complications with his system and requested a technician shortly after installation, but that the technician never showed up Mr [redacted] further states that he stopped paying his monthly service fees after two months and is now being held responsible for the balance of his Agreement He desires cancellation of the Agreement without penalty Vivint’s records show that Mr [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) months and the monthly services fee of $69.99, plus applicable taxes, during that term The Agreement states that it is the customer’s duty to notify Vivint of any problems with the system and to contact Vivint to schedule a service visit Mr [redacted] notified Vivint of the problems with his system and a service visit was scheduled, but the visit was cancelled and Mr [redacted] did not contact Vivint to reschedule an appointment Vivint apologizes for any inconvenience this caused Mr [redacted] ; however, cancellation of the Agreement would not be warranted based on this missed appointment as Vivint did not have an opportunity to address the problems with the system.Vivint’s records further show that Mr [redacted] stopped making his monthly payments after October As such, the account was cancelled due to non-payment on March 31, 2015, and was sold to an outside collections agency Vivint no longer has the ability to provide a resolution in this matter Mr [redacted] may negotiate or settle the balance of his account with the outside collections agency at this time.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, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 4, 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 [redacted] ’s satisfaction.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

November 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 10, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] explains that she has had issues with the equipmentAs such, Ms [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsIn an effort to help Ms [redacted] Vivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’ complaint she explains that she had issues with the sales representative as well as her mother’s name being on the accountAs such, Ms [redacted] requested that her mother’s name be removed from the account and for Vivint to clear the balance on her account as well as shortening her contract length.A representative from Vivint has recently contacted Ms [redacted] over the phone in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms***’ satisfactionMs [redacted] may contact the Vivint representative who reached out to her directly if she 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