Vivint Smart Home Security

August 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:...

 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 told at the time of sale that he could upgrade his system at any time and it would just increase his monthly fee, but that he has recently requested an upgrade and Vivint has advised that he would need to pay for the equipment.  Mr. [redacted] further states that he has referred many people to Vivint but that Vivint will not give him the promised referral credits.  He desires cancellation of his Agreement without penalty.  At this time, to assist Mr. [redacted] Vivint is willing to reduce his monthly services fee by $15.00 for the remainder of his Agreement term.  Vivint also remains willing to apply referral credit of $50.00 each for confirmed customers, and to discuss upgrade options with Mr. [redacted].Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement on June 16, 2016 with an initial term of forty-two (42) months and a monthly services fee of $60.99, plus applicable taxes, during that term. The monthly services fee later increased by $5.00 with the addition of a third camera.   Mr. [redacted] has contacted Vivint multiple times to request referral credits, and has received the $50.00 credit for the one name Vivint was able to confirm as a customer.  If Mr. [redacted] can advise Vivint of the names of his other referrals, and if Vivint can confirm that they are customers, he may receive additional credits.  A representative from Vivint attempted to contact Mr. [redacted] on August 9, 2017 at the request of his sales representative, to discuss upgrade options. Vivint provided Mr. [redacted] with the equipment listed on his Agreement documents at the time of installation, but will not provide additional equipment at no cost.Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time.  However, Vivint agrees to the above resolution.  Mr. [redacted]’s monthly services fee will now be $50.99, plus any applicable taxes, for the remainder of his Agreement term.  This discount may assist with any charges should Mr. [redacted] wish to add equipment to his system.  He may contact Vivint’s Customer Loyalty department at 1-800-216-5232 to discuss upgrade options.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 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 19, 2013          To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges that she can no longer afford the service and feels she has fulfilled her agreement by paying for twenty-nine (29) months of the Agreement. Ms. [redacted] desires the cancellation of the Agreement without penalty. 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 August 19, 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.     Vivint’s records indicate Ms. [redacted] recently contact Vivint’s Customer loyalty department and requested the cancellation of the account. The Vivint representative offered to downgrade her system and reduced her monthly rate to $[redacted], to which Ms. [redacted] accepted. 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 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this 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]

June 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, 2013           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and her billing account has been removed from collections. She has no further contractual 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

August 2, 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 22, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond.   In their complaint, they explain that they did not agree to their account being charged upon install; however, a payment was taken from the [redacted]’s account upon install. The [redacted]s request that their equipment be reinstalled, cancellation of their service and a full refund.   Vivint’s records indicate that as of July 25, 2017, Ms. [redacted] has decided to keep her service with Vivint. Additionally, Vivint has applied a credit of $215.00 to their account.   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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Jennifer H[redacted] Vivint Account #: [redacted] Date of Agreement:  June 30, 2015 To Whom It May Concern:I have reviewed the information provided by Ms....

H[redacted] and appreciate the opportunity to respond. In her complaint, Ms. H[redacted] alleges that damage was done to her home during removal of Vivint’s equipment.  Based upon Ms. H[redacted]’s representations, and in an effort to resolve this dispute, a representative from Vivint’s home damage department has contacted Ms. H[redacted] and is arranging for any necessary repairs. At this time, this matter is in progress and a resolution will be reached to Ms. H[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]

July 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Amber W[redacted]  Vivint Account #: [redacted] Date of Agreement: May 7, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. In her complaint, Ms. W[redacted] alleges that she was promised the cancellation or defermet of the agreement at any time. Ms. W[redacted] further alleges Vivint offered a twelve (12) month deferment of her account. Ms. W[redacted] now desires the cancellation of her agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; Mr. Finis W[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 Mr. Finis W[redacted] completed the required Pre-Installation Survey on May 7, 2014. During the recorded Pre-Installation Survey, Mr. Finis W[redacted] represented that he understood and agreed to the initial term of forty-eight (48) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Mr. Finis W[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 Mr. Finis W[redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that Ms. W[redacted] called on March 13, 2015 to discuss billing concerns. At the time Ms. W[redacted]’s account was five (5) months past due. Ms. W[redacted] was credited three (3) months, and Ms. W[redacted] was informed of the two months still past due. Ms. W[redacted] was advised a deferment could be place on the account once the account was active for one year, which was in May of 2015. Ms. W[redacted] called Vivint and requested a deferment on April 30, 2015. Ms. W[redacted] was informed that Vivint needed to speak to Mr. Finis W[redacted] in order to complete this request. Vivint has no further record of a deferment request. Vivint’s records show that Ms. W[redacted] stopped making her monthly payments after November 2014.  As such, the account was cancelled for non-payment on May 29, 2015, and was sold to an outside collections agency.  A representative from Vivint has recently attempted to contact Ms. W[redacted] in an effort to resolve her concerns. Vivint has agreed to cancel Ms. W[redacted]’s account and remove it from collections if Ms. W[redacted] agrees to pay the past due amount, which is $[redacted]. If Ms. W[redacted] wishes to take advantage of this offer, I would advise her to contact the representative who has been attempting to contact her or to call Vivint’s Billing 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, Nathan *. W[redacted]

October 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 2007           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After 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: 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 12, 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: May 30, 2014                                                              To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. Mr. [redacted] alleges that his dad, [redacted], has moved into a retirement home. He further alleges that his father is receiving calls from Vivint because he owes money. Vivint received a call on February 9, 2016 from [redacted] asking why his father’s account had not been cancelled. Vivint informed [redacted] that his father’s account was denied special cancellation because he was not living in an assisted living home. [redacted]’ father is living in a retirement home. Cancellation without penalty is not warranted. However, in an effort to assist Mr. [redacted], Vivint has agreed to cancel his account and waive the past due balance. Mr. [redacted] no longer has any 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]

September 24, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, 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 received a false alarm fee and desired cancellation, further that she had sent in her notice of cancellation but the account has remained active. Ms. [redacted] has entered an agreement with another security company and desires cancellation of her Agreement with Vivint. 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 April 20, 2013. During the recorded Pre-Installation Survey, 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] plus any applicable taxes 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.   Further, Vivint’s records indicate that a notice of cancellation has been received. A verbal confirmation of the account cancellation is also required to proceed with any cancellation request to verify that the customer does wish to cancel. At this time cancellation without penalty is not warranted. If Ms. [redacted] desires to finalize her cancellation she will need to either transfer her service to another individual or pay off the remaining balance on the account. The total amount to cancel the account is $[redacted]. However in an effort to assist Ms. [redacted] Vivint will agree to cancel the agreement for $[redacted]. I would advise Ms. [redacted] to call Vivint’s Customer Loyalty department at ###-###-#### to facilitate this.   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]

Complaint: [redacted]
I am rejecting this response because: They are lying.  Please see the attached messages between Vivint and me.  Unfortunately, the other exchanges were by phone, so I can't provide proof. They have been dishonest from the start.  This message starts on 10/5/17, when I discovered that they had NOT cancelled my service when I previously called to cancel.  I had a month-to-month contract at that time.  I can provide the long backstory of how, prior to the 10/5/17 message, I thought I had been cancelled out almost a year previously.  I should have been watching my bank statements more carefully but I just trusted that when I cancelled and they told me it was done, that it really was.  I'm not pursuing the nearly year's worth of money they stole from my account, because if I had paid better attention, I would have caught it earlier.  I am going for the amount since, Oct., because, as you can see from the message chain (and there were several phone calls during that time period as well), they agreed that I should/would be cancelled immediately, and when I asked them why I wasn't, they assured me that I had indeed been cancelled, but it would take 30 days to show.  I then had a bad car accident, which is why it has taken me until now to check back in with this.
Sincerely,
[redacted]

July 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 2017           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 has been resolved to Mr. [redacted]’s satisfaction. If Mr. [redacted] requires any further assistance, he may contact Vivint’s representative 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

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: May 3, 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. It has been agreed that her account will be removed from Collections and cancelled, per her request. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, 2014      To Whom It May Concern: In her rebuttal, Ms. [redacted] alleges she does not know who Ms. [redacted] is, and that she is having financial difficulties. Ms. [redacted] desires the cancellation of the agreement without penalty.Vivint apologizes for a typo that occurred in its previous response. The Purchase and Services Agreement Vivint has on file for Ms. [redacted]’ account is in fact signed by Ms. [redacted]. Vivint has included the Agreement it has on file for Ms. [redacted].  Vivint maintains its stance in regards to Ms. [redacted]’ account. 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 $[redacted]; however, because of the misunderstanding, I would be willing to lower Ms. [redacted]’ payoff amount by 40%, bringing the total payoff amount to $[redacted]. As Vivint stated in its previous response, Vivint has covered the past due amount on Ms. [redacted]’ account and she is currently up to date on her billing account. 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]

January 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: ***  Complainant: *** *** Vivint Account #: *** Date of Agreement: January 15, 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. *** and appreciate the opportunity to respond. In her complaint Ms. *** alleges that the Vivint equipment that was recently installed in her home is causing her thermostat to malfunction. Ms. *** desires her thermostat to be operational or cancellation without penalty. Vivint’s records indicate that Ms. *** has an appointment scheduled for January 28, 2016 to relocate her alarm panel to minimize the interference with her thermostat. Vivint has also approved Ms. *** for an extended Right of Rescission (ROR) period that will end on February 2, 2016. If Ms. *** desires cancellation without penalty she may do so any time before her ROR end date, by calling into 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***

April 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2013          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] desires cancellation of the Agreement without penalty.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 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 Mr. [redacted] completed the required Pre-Installation Survey on May 14, 2013During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $57.99 each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $753.87; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $188.47. If Mr. [redacted] wishes to take advantage of this offer, I would advise him 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]

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 15, 2013           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 her family moved do to her husband’s orders with the U.S. Military. Because of that Ms. [redacted] wants her account canceled and Junes payments refunded.A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted]’s account has already been canceled and June’s payments was refunded back to the main payment method. Ms. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 2, 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 8,...

2008        Date of Addendum: March 28, 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 has been unable to cancel his System Purchase and Services Agreement (“Agreement”) with Vivint and has not used his system for two years. Mr. [redacted] desires a refund for time he has not used Vivint’s service.At this time, Vivint has cancelled Mr. [redacted]’s account and service at his request.  In an effort to assist Mr. and Ms. [redacted], Vivint will send a check in the amount of $224.95 to the mailing address on file, to refund the last five (5) months of service fees.  Vivint’s records show that on July 8, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As such, the initial term of the agreement would have lapsed on July 8, 2013.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on March 28, 2013.  Ms. [redacted] represented that she was interested in extending the term of her Agreement to keep her low monthly rate and add free service visits.  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 Vivint. Due to this extension, cancellation of Ms. [redacted]’s Agreement without penalty was not warranted until the end of the extended term.  Further, Ms. [redacted]’s Agreement states that the term for services continues from year to year unless cancelled by either party in writing no later than thirty (30) days before the end of the term. (Section 2.4)  Mr. [redacted] called Vivint to request cancellation on September 23, 2015, but was advised of the year left in the extended term.  He provided a written notice on August 25, 2016, prior to the end of the term.Despite this information, Vivint agrees to the above resolution.  Mr. and Ms. [redacted] have no further obligation to Vivint and may expect the refund check 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

May 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 8, 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 has had equipment complications with her security system that have not been resolved, Ms. [redacted] desires cancellation of her Vivint agreement without penalty.  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 [redacted] completed the required Pre-Installation Survey on June 8, 2016. During the recorded Pre-Installation Survey, 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 $70.99 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.   Further, Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Ms. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns on November 17, 2016, and Vivint’s Scheduling department found an appointment for December 5, 2016. During this appointment the Vivint technician saw that the power was dead and plugged the Vivint Outdoor Camera transformer into a different outlet. Vivint was not notified of any further equipment issues until recently. Vivint’s records further show that Ms. [redacted] first notified Vivint of her plans to move on May 15, 2017. The Vivint representative informed Ms. [redacted] of Vivint’s takeover, buyout, downgrade, and deferment options available to her.Vivint’s moves policy states:If you have been a customer for at least a year and you sign a new agreement for your new residence, the moving fee will be waived. If you choose to remain under your current agreement, you will be charged a $99 move fee. If you have been a customer for less than a year, a $99 move fee will be charged. Vivint will provide you with a “like for like” system in your new residence, meaning we will provide the same number of protection points. f you are unable to fulfill the terms of your agreement, and are unable to pay the remaining balance on your account, you may find someone to assume the responsibilities of your agreement.A qualified candidate to take over the remainder of the contract can be a family member, neighbor, friend or other associate. Any person who is to be considered for an account transfer must meet all qualifications of the agreement.If the person you are transferring the account to qualifies for and agrees to sign a new agreement, then the transfer is free. Otherwise, the qualified person can take over the remainder of your agreement and pay a $99 transfer fee.Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2,129.70; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $1,597.28.  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 call Customer Care at 1-800-216-5232, and schedule this 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 4, 2011           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 her parents had the equipment removed from the home and cancelled the account. Ms. [redacted] further alleges Vivint continues to charge her parents. Ms. [redacted] desires the cancellation of the agreement. 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 January 5, 2011. During the recorded Pre-Installation Survey, 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.  Vivint’s further records indicate no one has contacted Vivint in regards to Ms. [redacted]’s account since August 2013. As such Ms. [redacted]’s account remained active on a month to month basis. Ms. [redacted] can cancel at any time given 30 days’ notice. Vivint would like to assist Ms. [redacted], Vivint has agreed to the cancellation of Ms. [redacted]’s account. Ms. [redacted] has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]