Vivint Smart Home Security

April 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: March 5, 2013            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 moved residences and was unable to get service at his new location and Vivint had continued to bill him for services he was not receiving. Further, he states that Vivint transferred his System Purchase and Services Agreement (“Agreement”) to a third party collections agency. As such, Mr. [redacted] desires his Agreement to be removed from collections.  Vivint’s records indicate that Mr. [redacted] contacted Vivint on July 22, 2014 to inform Vivint of his move to a new residence. At that time a representative instructed Mr. [redacted] on the process of moving his service. Mr. [redacted] was notified of the deferment option but it was not set up. As such, the Agreement remained active and Mr. [redacted]’s billing continued. Vivint had an appointment scheduled for August 26, 2014 to have Mr. [redacted]’s system installed. Mr. [redacted] denied this appointment and Vivint did not receive any further requests for an appointment to be scheduled. Vivint has not received a payment from Mr. [redacted] since February 2, 2015. Vivint attempted to reach Mr. [redacted] to collect on his debt but he could not be reached. As a result, Mr. [redacted]’s Agreement was transferred to a third party collections agency on January 29, 2016. At this time Mr. [redacted] must settle his debt with McCarthy, Burgess and Wolff Collections. They can be reached at ###-###-####. 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]

August 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: June 12, 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] explains that a doorbell camera was not installed and that he has experienced issues with the equipment in his home. As such, Mr. [redacted] requests that his account be canceled without penalty.Vivint agrees to discount Mr. [redacted]’s contractual buyout amount by fifty (50) percent. Or, if Mr. [redacted] would like to keep his Vivint system, to send a technician to his home to fix or replace any equipment that is not working properly.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that [redacted] entered into an agreement with Vivint on June 12, 2015. Ms. [redacted] agreed to an original agreement term of forty-two (42) months and to pay a monthly monitoring fee of $64.99 plus any applicable taxes each month of that term. Vivint records further indicate that on July 12, 2016, a refund of $65.00 was issued for all monies paid for the doorbell camera. Due to these facts cancellation of Mr. [redacted]’s account without penalty is not warranted. Despite the information presented Vivint agrees to the above resolution. If Mr. [redacted] would like to move forward with one of these resolutions or if he has any questions he may contact the Vivint representative that reached out to him. 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, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 16,...

2016                         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 was charged for his first month of service before his system was working properly, that he had complications with his doorbell camera and Amazon Echo, and that the thermostat installed by Vivint caused problems with his air conditioning.  He further states that Vivint’s sales representative promised to pay off his contract with another company, in the amount of $540.00.  Mr. [redacted] desires a credit of $80.99 for his first payment, a credit of $335.00 for charges from the third party heat and air service, and a credit of $540.00 for cancellation of his previous security service.  Mr. [redacted] also desires cancellation of his System Purchase and Services Agreement (“Agreement”) with Vivint, without penalty. Vivint’s records show that a credit of $540.00 was applied to Mr. [redacted]’s billing account on June 17, 2016 to compensate for the amount he had to pay to cancel his previous alarm company.  This credit has been covering monthly service fees and will continue to cover these fees until the credit is exhausted.  To further assist Mr. [redacted], Vivint also reduced the term length of his Agreement to forty-two (42) months.  When Mr. [redacted] notified Vivint of his equipment problems, Vivint dispatched a technician to his home on July 12, 2016.  On this date, Vivint’s thermostat was removed and Mr. [redacted]’s monthly service fee was reduced by $10.00.  In addition, Vivint has given Mr. [redacted] a credit of $15 each month for the first year of his service.  Vivint advised Mr. [redacted] that he would need to contact Amazon for more assistance with the Amazon Echo, and that he would need increased internet speed for his doorbell camera to function more efficiently.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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on June 16, 2016. 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 $80.99 each month during that term, and that at the time of installation she would be charged the first monthly service fee of $80.99.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   As agreed upon, Vivint charged Mr. and Ms. [redacted] for the first month of service at the time of installation, and this payment will not be refunded.Mr. [redacted] notified Vivint of problems with the thermostat on July 8, 2016, and at that time the service visit was scheduled with Vivint’s technician and Vivint’s thermostat was removed.  Vivint has not received any documentation or claim of a third party technician repairing Mr. [redacted]’s HVAC system.  If he desires compensation for such a repair, he may send his invoice for the repair to: [email protected], and Vivint’s Claim Resolutions department will review his claim and follow up. 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 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 18, 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 was misled by a Vivint representative regarding the term of her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on April 18, 2014 with an initial term of sixty (60) months, a monthly services fee of $69.99, plus any applicable taxes, during that term.Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,049.85; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $472.43.  Alternately, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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

September 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 26, 2016           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 was made numerous promises by his sales representative that were not included in his System Purchase and Services Agreement (“Agreement”) and that he had his system removed from his home but Vivint would not cancel his Agreement. Mr. [redacted] desires cancellation without penalty and a refund of all monies paid to Vivint. Vivint has sent a refund to Mr. [redacted] in the amount of $165.03. Mr. [redacted] will receive this refund in seven to ten business days. Vivint has also cancelled Mr. [redacted]’s Agreement, as of the date of this letter Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation survey with Vivint’s Account Creation department. Every customer must complete this survey, and if a customer does not complete 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 26, 2016. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term length of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $60.99 plus any applicable taxes each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement, that he was explained his right to cancel within a three day right of rescission period and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Since Vivint did not receive Mr. [redacted]’s notice of cancellation until two days after his right of rescission period cancellation without penalty would generally not be warranted. Nevertheless, Vivint agrees to the above resolution.  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

June 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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] states that he was approached by Vivint sales representatives about purchasing a system, but he declined their offer and has recently noticed that a credit inquiry was made from Vivint.  Mr. [redacted] desires removal of the credit inquiry.Vivint has contacted the credit bureaus to dispute any credit inquiry from Vivint in Mr. [redacted]’s name.  This process may take up to 90 days, depending on the credit bureaus, but the inquiries will be removed.  Vivint apologizes for any inconvenience or hardship this may have caused Mr. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 16, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 3, 2018        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 experienced difficulties with the installation of his Vivint security system and that these issues have not been resolved. He requests a discount on equipment or services due to these difficulties.Vivint has credited $155.04 to Mr. [redacted]’s account and apologizes for any inconvenience.Vivint’s records indicate that Mr. [redacted] has contacted Vivint regarding these installation issues. An appointment is scheduled for today, February 16, 2018 for a Vivint technician to resolve these issues.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]

August 25, 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 19, 2010 Date of Addendum: April 28, 2015 To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he was not informed that his contract was extended witch caused Mr. [redacted] to buyout the remainder of his contract when he canceled his account. As such, Mr. [redacted] requests that Vivint refund half of the buyout amount. A Vivint representative has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records show that on May 19, 2010 Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months. However, Vivint spoke with Mr. [redacted] regarding his alarm service on April 28, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested upgrading his equipment.  Based upon this representation, Vivint offered a forty-two (42) month extension to cover the cost of upgrading 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 information the buyout that Mr. [redacted] paid was. Thus a refund from Vivint 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

June 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: March 1, 2013            Date of Addendum: January 28, 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 that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on March 2, 2013, 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 September 2, 2016.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on January 28, 2016.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  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. In exchange for extending the term of your Agreement, Vivint agrees to change your monthly services fee from $49.99 to $39.99. This change in your monthly services fee will be reflected in your next bill. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,439.64; however, because of the misunderstanding, I would be willing to lower Ms. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $647.838.  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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 25, 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 27, 2013           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted] complaint he explains that he has had difficulty canceling his account. As such, Ms. [redacted] requests that her account be cancelled. A representative from Vivint has recently contacted Ms. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been cancelled as of July 17, 2017. Ms. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 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: What a poor response. Vivian is placing all the blame on me for not testing their faulty system. They do not acknowledge what their employee expressed, nor take ownership of their faulty equipment (again still in my possession). I expected more from this company, one that was highly recommended by my neighbors. I will definitely let those who ask know that Vivint is not what it is hyped to be. Your legal team sent me "alarm history" but failed to send me the "system history." According to your employee, it is the "system history" that shows when the system is offline. I need the system history and please don't respond saying that does not exist because on your recorded lines, your employee explained that to me several times. 
Sincerely,
[redacted]

June 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, 2014           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 20, 2018       Revdex.com of Central and Northern Alberta 16102 100 Ave           Edmonton, AB T5P 0L3 RE:    Consumer Complaint Case #: [redacted]...

           Complainant: [redacted]             Vivint Account #: [redacted]            Date of Agreement: October 7, 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] explains that she has experienced technical issues with the equipment. Ms. [redacted] requests cancellation of her account.   Vivint has confirmed that Ms. [redacted]’s term ends in October of 2019; however, Vivint has agreed to cancel Ms. [redacted]’s account early without penalty.      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 home. The 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 Agreement. Our records show that Ms. [redacted] signed the Agreement on October 7, 2013.   Upon signing the Agreement, 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 $60.99 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.     Additionally, upon signing the Agreement, Ms. [redacted] agreed to this portion of section 13 of the Agreement:                         You will test the System’s protective devices and send test signals to the Center in accordance with our instructions at least monthly. If a problem in the System occurs, you will notify us.                         As such, a refund is not warranted. However, Vivint agrees to the above resolution.   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 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 2015           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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. I also spoke to Bee from Vivint's legal department and she notified me that I will receive the four months credit due to me for the downtime.I appreciate the Revdex.com's assistance in resolving this matter.
Regards, 
[redacted]

May 24, 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 23, 2016           To Whom It May Concern: I have reviewed the rebuttal from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s rebuttal, he states that he does not accept Vivint’s response. Mr. [redacted] states that the new homeowners were not happy with Vivint’s service so they did not take over Mr. [redacted]’s contract. As such, Mr. [redacted] still requests that his account be canceled without penalty.A representative from Vivint has previously attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint maintains its stance where cancellation of Mr. [redacted]’s account without penalty is not warranted. Vivint’s records show that Mr. [redacted] has forty (40) months remaining on his. Because the new homeowners did not take over Mr. [redacted]’s agreement the responsibility of completing the agreement is with Mr. [redacted]. Vivint recommends that if taking over the Vivint security account was part of his real estate transaction with the new homeowners that Mr. [redacted] should contact his real estate agent to have the new homeowners take over the account. Or Vivint is willing to give Mr. [redacted] a twenty-five (25) percent discount on his contractual buyout fee if he would prefer to cancel his agreement early.If Mr. [redacted] has any questions or concerns 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 19, 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 24, 2008                                                                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 his mother was told that she would not have to pay a trip fee for her most recent tech visit; however, she was charged for the visit. Mr. [redacted] requests that Vivint refund his mother for the tech visit.   Vivint’s records indicate that Ms. [redacted] was charged $35.00; as such, Vivint has refunded this amount to go back into her account within 7-10 business days. Vivint apologizes for any undue delay or 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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 2, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges Vivint has breach the contact by not resolving the technical concern on her system. Ms. [redacted] desires the cancellation of the account without penalty. Vivint maintains its stance in regarding Ms. [redacted] account. 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 $[redacted] each month during that term. Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement. In section 17D of Ms. [redacted] agreement it states, “Alarm systems and monitoring service may not always operate properly for various reasons”. Vivint has and appointment scheduled for Ms. [redacted] to resolve the concern with her doorbell camera on February 10, 2016. Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to credit Ms. [redacted]’s account $[redacted]; three months of Ms. [redacted]’s service fee. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 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] states that she requested cancellation of her account prior to the end of her initial term, and that Vivint continues to bill her for service. Ms. [redacted] desires a refund of the past due balance she paid to Vivint to cancel services and for her account to be cancelled. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on June 19, 2013, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. [redacted] on February 4, 2017. Ms. [redacted]’s account has been cancelled, and she has no further obligation to Vivint.  In an effort to assist Ms. [redacted], Vivint is willing to refund $158.68. Ms. [redacted] indicated that she had moved and Vivint is unable to process this refund without her new address or bank information. A Vivint representative has attempted to contact Ms. [redacted] to obtain that information. She may contact the representative directly to provide the necessary information.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]

Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 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 respond. In his complaint, Mr. [redacted] alleges that damage was done to his home due to complications with Vivint’s thermostats. Vivint’s records indicate that Mr. [redacted] has notified Vivint of this concern. The 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 him. Vivint 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. [redacted]’s behalf.Based upon Mr. [redacted]’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: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted] attention Department 160 - Legal. Sincerely, [redacted]. [redacted]