Vivint Smart Home Security

December 16, 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he was able to work it out with Vivint to cancel his account without penalty, but they did not refund his most recent monthly paymentMr [redacted] desires for Vivint to refund him $Vivint has agreed to refund Mr [redacted] his most recent month’s service feeVivint’s records indicate that a refund in the amount of $is being sent back to the checking account on file Mr***’s account is cancelled, and he has no further obligation to Vivint I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 12, 2017Revdex.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 respondA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requestsIf 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

May 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, Date of Addendum: January 7, 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 is not satisfied with his system and service He further states that his wife, who is not on the account, was tricked into extending the term of his Agreement over the phone with Vivint, and that now he is unable to cancel the AgreementMr [redacted] desires cancellation of his Agreement without penalty.At this time, Vivint agrees to cancel Mr [redacted] ’s Agreement without penalty, effective immediately.Vivint’s records show that on July 16, 2011, both Mrand 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 January 16, However, Vivint spoke with Ms [redacted] regarding her alarm service on January 7, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in exchange for a reduced monthly rate 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 No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintDespite the validity of this extension, Vivint agrees to the above resolution Mrand Ms [redacted] have no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

April 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 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 verbally agreed to amendments of his Agreement, but that Vivint failed to honor these amendments Mr [redacted] is now in collections, and desires cancellation of his Agreement without penalty and for collection attempts to cease.Vivint’s records show that Mr [redacted] signed a Purchase and Services Agreement on June 12, 2014, in which he represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that termOn June 16, 2015, Mr [redacted] contacted Vivint to request a deferment of his payments to Vivint due to financial difficulty Vivint’s representative read a statement to Mr [redacted] to verify that he would not be responsible for payments over the next three (3) months and that these months would be added to the end of the term of his Agreement Vivint’s representative advised Mr [redacted] that this deferment was a courtesy and that he should call Vivint back if he was charged for the next month The payment attempted in July was returned to Mr [redacted] by his bank, and Vivint applied credit to his billing account so he would not be charged for the next two (2) months after that Mr [redacted] asked for another three (3) month deferment in September These deferments of payments are a courtesy to Vivint customers and do not void the original signed AgreementVivint’s records further show that Mr [redacted] has not made a monthly payment since June 12, After both deferments, his payments were to resume in January Mr [redacted] ’s account has been cancelled due to non-payment, and was recently transferred to an outside collections agency Although cancellation of the Agreement is not warranted at this time, Vivint would like to assist Mr [redacted] Vivint will not hold Mr [redacted] responsible for any more than the original forty-two (42) months agreed upon Further, Vivint is willing to reduce the payoff balance of Mr [redacted] ’s Agreement by 40% or reinstate his service with a reduced monthly rateThe reduced payoff amount would be $ [redacted] , or the reduced monthly rate for the remaining months would be $ [redacted] with no fee to reinstate the serviceMr [redacted] may contact Vivint’s Billing department at ###-###-#### to accept one of these offers Alternately, Mr [redacted] may settle the balance of his account with the outside collections agency.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***

November 9, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 18, 2015To 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 he decided to cancel his service with Vivint but has yet to receive his refunded the charges made on his accountMr [redacted] desires the refund of charges made on his account prior to its cancellation After further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintAn appointment to remove Vivint’s equipment occurred on September 30, Vivint’s records show Vivint resubmitted Mr***’s refund to his checking account on November 03, Please allow for to business day for the refund to be reflected on Mr***’s checking accountIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

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, PROVIDED THE APPOINTMENT ON MAY 27, TO REMOVE THE SYSTEMS (2) AND CANCEL THE CONTRACT WITH NO PENALTY OR FURTHER CHARGES TO US Sincerely, [redacted]

August 16, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she and her husband have had medical issues and have moved from the house with the Vivint system in itMs [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s account has been canceled as of August 16, Ms [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concernsIf 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

July 29, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Stephanie H [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, 2013To Whom It May Concern:I have reviewed the information provided by MsH [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsH [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to MsH [redacted] ’s satisfactionA service visit is scheduled for MsH [redacted] on September 9, Vivint has waived the trip fee for this visitIn addition, a credit in the amount of $ [redacted] has been applied to MsH [redacted] ’s billing account, for any inconvenience.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, Nathan *W***

February 12, 2018Revdex.com of UtahW 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states a sales representative from Vivint entered her information without out her permission, which prevented her sales representative from being able to complete his offerMs [redacted] requests for remove her information from the systemVivint is willing to install a system in Ms [redacted] ’s homeMs [redacted] ’s complaint has report it to the sales division for further reviewIf 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 22, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 13, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionIf Ms [redacted] has any further questions or concerns, she may contact Vivint’s representative directlyIf 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 12, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, 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 he has experienced multiple technical issues with his systemMr [redacted] requests that his system be fixed Vivint’s records indicate that an appointment has been scheduled for a technician to inspect and fix Mr [redacted] ’s systemIn an effort to further resolve Mr [redacted] ’s concerns, Vivint will issue a free two-month credit to his accountVivint apologizes for any inconvenience this may have caused Mr [redacted] 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

March 21, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, To Whom It May Concern:In Ms [redacted] ’s rebuttal, she explains that Vivint has not yet removed its equipment from her home and her account has not been cancelled.A representative from Vivint contacted Ms [redacted] again, and is sending her a postage-paid box so that she may send the equipment back to VivintMs [redacted] ’s account has been cancelled, and she has no further obligation to Vivint after the equipment is sent back.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

May 5, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 9, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA prorated refund in the amount of $has been processed to Mr [redacted] ’ account as requestedThis prorated amount is from the date of cancellation, April 21, to the end of the billing date, May 5, 2017.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 20, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 7, 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 he was supposed to have received a refund of $148.99; however, he has not received itMr [redacted] requests that Vivint refund him that amount Vivint’s records indicate that the refund of $was sent via check on October 7, He should have received his refund within 7-business days from October 7th 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

August 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that there was damage done to her doorbell transformer during the installation of the Vivint systemMs [redacted] worked with Vivint’s Claim Resolution department and they agreed to send Ms [redacted] a check for $Ms [redacted] explains that she has not gotten the checkMs [redacted] desires the $reimbursement promised to her.A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] satisfactionMs [redacted] received the check for $as of August 3, Ms [redacted] may contact Vivint’s representative directly if she has any questions or concernsIf 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

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 meSince Vivint agrees to an early termination of the agreement without penalty, I consider the matter closed Sincerely, [redacted]

March 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint has canceled Ms [redacted] ’s Vivint security account effectively immediatelyMs [redacted] has no financial obligation with VivintIf 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***

January 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, Date of Addendum: March 24, 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 her system and is currently receiving service from a different companyMs [redacted] requests cancellation of her account At this time, Vivint has agreed to cancel Ms [redacted] ’s account without penalty Vivint spoke with the [redacted] s regarding their alarm service on March 24, They represented that they were satisfied with Vivint’s services and that they were interested in extending the term of their agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which the [redacted] s agreed Indeed, Vivint read the following statement, after which they 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 Despite the information mentioned, the [redacted] s have no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

March 8, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 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 concernsIt has been agreed that Vivint will refund the past two months of service and the overcharge fee from February’s payment, as well as sending out a technician to inspect the system free of chargeVivint’s records indicate that this matter has been resolved to Ms [redacted] ’ 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