Vivint Smart Home Security

February 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states sales representatives from Vivint continually knock at her door although she has asked them to stop. Ms. [redacted] requests for her home to be placed on a ‘no soliciting’ list. The sales representatives in question are employed by Smart Home Pros, Inc. (“Smart Home Pros”), a licensed dealer of Vivint. Ms. [redacted]’s complaint has been reported to Smart Home Pros regarding the representatives who knock at her door. 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, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: December...

13, 2012                         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 her mother has a contract with Vivint but has no system in her home and is moving to an assisted living facility.  Ms. [redacted] further states that she has requested cancellation of her mother’s account but that Vivint will not cancel it.  She desires cancellation of her mother’s account. At this time, Vivint has cancelled the account of Ms. [redacted], effective immediately.Vivint’s records show that Ms. [redacted] contacted Vivint on May 17, 2014 because her alarm panel was beeping and she could not stop it.  She indicated that she had removed or disabled the panel, and Vivint scheduled a service visit to address the issue.  On May 30, 2014, Vivint’s technician arrived for the service visit and Ms. [redacted] declined service and advised that she would call Vivint if she wanted another appointment. Vivint was not notified of any further equipment issues and did not receive a written notice of cancellation for the account.  As such, the account continued to be charged each month pursuant to the signed Agreement.Vivint apologizes for any inconvenience or hardship that Ms. [redacted] or Ms. [redacted] may have experienced in attempting to resolve these concerns.  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]Chief Compliance Officer

December 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2009        Date of Addendum: January 10, 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] alleges that she moved and that Vivint could not get a system installed in her new home in a timely manner. Ms. [redacted] alleges that she has been without service but that Vivint will not allow cancellation of her account due to a verbal extension of her Agreement.  Ms. [redacted] alleges that she has not signed an Agreement with Vivint, and she desires cancellation of her account without penalty.Vivint’s records show that on August 15, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Ms. [redacted] moved and signed a new Purchase and Services Agreement with Vivint on December 13, 2010, for an additional thirty-nine (39) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on January 10, 2014.  On this date, Ms. [redacted] represented 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 Vivint. Ms. [redacted] is still within the term of her extended Agreement at this time; however, in an effort to assist Ms. [redacted] Vivint will cancel the Agreement without penalty, effective immediately.  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]

December 8, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 25, 2015                                                   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 originally informed that fees would not be required if she needed to relocate the system. Ms. [redacted] further explains that she was later informed that a moving fee was required and that since she lost her doorbell camera, she would be charged for a new one. Ms. [redacted] requests cancellation of her account and a refund.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty; however, no refund is warranted.   Vivint’s records indicate that Ms. [redacted] first notified Vivint of her move on December 27, 2016. At this time, Ms. [redacted] was notified that she would be charged a move fee and declined to schedule an appointment for the move. Vivint has no record of Ms. [redacted] being informed that a move fee would not be required. As such, a refund is not warranted as Vivint did attempt to schedule an appointment for the installation.   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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 2013           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 Vivint will refund the payment taken for March and immediately cancel the account. 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

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: June 23, 2016            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

Complaint: [redacted]
I am rejecting this response because: When I was talking to Matt and Chris they did not give me any help or offer anything but for me to go on the Craigslist and find someone to take over the contract. Which is dangerous. Then they say if you don't pay then we will but it on your credit and sell it to an collection agency. I asked I didn't give you my social security number. They say we have it through an address pull. So I say what was to credit for. They say to qualify you for the products. If I have to quality for the products, then why would you accept a Craigslist person to take it over. So after all of this I Matt set up an appointment for the tech to come out and uninstall everything for Tuesday. I called back and talked to a guy name mike. I said I'm moving in December and since I have to pay I'll have your tech to unistall it then. The rep informed me that I could downgrade my plan. Matt or Chris never said I could. Matt actually told me that they could not and will not take back the products. So I told mike I would like to do that. I kept the appointment for that up coming Tuesday. This appointment was for them to take the indoor camera. That following Monday I got a automatic message saying for me to be home Tuesday for the tech. Tuesday comes and no one shows up. I called the company and the rep said its for Wednesday. I said Matt and mike said Tuesday and I received a automation to comfirm Tuesday. The rep says I don't know but it's Wednesday. I said fine. And asked the rep for another downgrade. He said Wednesday they will remove the indoor camera and the smart AC control.  So Wednesday comes and the tech shows up while I'm gone. My mom was there. I get home around 3 and notice the house is hot. My mom is a diabetic and I was like why is it hot. She said the tech said the AC was back on. The tech took their panel and reconnect my old one. When I looked at it no temperature would show. So I'm look he didn't but in on correctly. I called the company back and the rep goes on Google to see how I can fix it. I was like that is the tech job. He took it off and put it back on and he should come fix it. She was like I can do a damage report. I was like no please just have him come back to put it on correctly. She says I can schedule him to come on the 22nd. I said that is almost a week from now with no AC and its hot outside. She said she was making it a priority and that someone will call me back with a sooner appointment date since it was urgent. That was Wednesday and no one called me back. So the next day Thursday I called them first thing in the morning. I talked to a rep. I was on hold for 25 mins. I finally get to the rep and he says its in the system and they are going to call you in a few hours. I said okay. After I went to my intern and got off around 2 still no phone call. So I called back. Was on hold for 20 mins and get to a rep. He says its in the system and they have until 730pm to call you for a sooner appointment. I express how hot it is. I hang up and wait. The house is hot I can't even sleep upstairs. And I have school and intern. Today is Friday and it's going to be 90 degrees outside with no AC. I called the company and was on hold for 30mins. I get to a rep and she says when no one calls you it means they don't have an opening. She offered to but me on hold while she checks. Before she buts me on hold I explain to her what is going on. She apologize and says I'll check to see what we can do. She gets back on the phone and says they will be here tomorrow between 11 and 2. I'm so tired of dealing with the company. They are quick to install bc of the survey and don't care about anything after that. My mom is sweating and its taking four days to fix it. I'm not even sure if they will show tomorrow. They have not problem lying and taking people's money. This is not right. I had to fill a complaint just to be heard and now They offer a waved moving fee and but told me before that I will be charged. 
Sincerely,
[redacted]

August 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 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 was never informed by her sales representative that her System Purchase and Service Agreement (“Agreement”) was for a sixty (60) month term. Ms. [redacted] further states that she contacted her sales representative the next day to try and cancel the service after finding out she was still under contact with her old provider [redacted]. Ms. [redacted] says that her Vivint sales representative never called her back and now she is unable to cancel. Ms. [redacted] is requesting cancellation of her 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 June 1, 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 $70.99 each month during that term. Further, Ms. [redacted] represented that these terms were clearly outlined on her 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. Ms. [redacted] was provided a copy of her Pre-Installation Survey phone call on August 9, 2016.A Vivint representative recently contacted Ms. [redacted]’ sales representative. The sales representative confirmed that Ms. [redacted] did not contact him with concern to cancellation until 3 weeks after the installation period. It should be notated that Vivint does provide a three (3) day Right of Rescission period where a customer may cancel for any reason however; Ms. [redacted] did not contact Vivint within that three (3) day period. At this time, cancellation without penalty is not warranted due to the above information. However, in an effort to assist Ms. [redacted] Vivint is willing to offer the following resolutions, which she may have her pick of one.  (1) Vivint is willing to reduce Ms. [redacted] Agreement to a forty-two (42) month initial term. (2) Vivint will reduce Ms. [redacted]’ payments by $20.00 a month for the remainder of her sixty (60) month Agreement. If Ms. [redacted] wishes to accept either of these offers, she may contact the legal representative she has been working with 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]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:Vivint's second response to my complaint states they have resolved my issue with their company to my satisfaction which was resolved, but then VIVINT again charged me in error for the month of March.  VIVINT refunded me for the months of December 2016, January and February 2017 and informed me they cancelled my account.  Then March 2, 2017, VIVINT charged my bank account again in error which meant VIVINT did not cancel my account successfully.  I am requesting a refund for the month of March 2017 and for my account to be cancelled for good.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not received the callback nor paperwork and equipment promised on the day of our conversation as of Sunday August 20, 2017
Sincerely,
[redacted]

May 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: April 30, 2014  ...

        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 he was misled at the time of sale regarding the term length of his System Purchase and Service Agreement (“Agreement”). Mr. [redacted] further states that he has had equipment issues. Mr. [redacted] wishes for Vivint to cancel his Agreement without penalty. In September 2016, Vivint offered Mr. [redacted] a reduced payoff of his Agreement by 60% in an effort to resolve his concerns.  By paying his monthly service fees since that time, Mr. [redacted] has paid the reduced amount agreed upon by Vivint.  As such, Vivint will cancel Mr. [redacted]’s Agreement, effective immediately.Vivint’s records indicate Mr. [redacted] signed his Agreement on April 30, 2014, representing 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 $68.99 each month during that term.  Vivint has addressed issues with the system and billing as Mr. [redacted] has reported them.Although cancellation without penalty is not warranted at this time, Vivint agrees to the above resolution and has cancelled Mr. [redacted]’s Agreement.  He has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 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 10, 2011           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s Vivint account has been canceled effective immediately. Ms. [redacted] has no financial obligation with 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]

November 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 23, 2015         To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she was offered a total of five months of credit that she has not received. Ms. [redacted] further alleged that she believed this credits would be applied in time to cover her first month’s service payment. Ms. [redacted] desires the credit of 5 months of her service payment to be applied to her account and a refund of her installation fee and two months of her service. 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 October 23, 2015. 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, and agree to the first month charge to be invoiced after the installation of her system. 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 he understood his commitments to Vivint as outlined in the Agreement.   Vivint’s records indicate Ms. [redacted]’s account has been credit the five months she is requesting in her complaint. However, Vivint will not credit Ms. [redacted] her installation fee. Vivint shows an appointment with a Vivint field service professional is scheduled for November 13, 2015.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 will be calling customer service to set up two cameras @ $199 each and no installation charge. 
Sincerely,
[redacted]

September 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 9, 2012            Date of Addendum: March 17,...

2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he mailed Vivint a letter of cancellation in August of 2017. He then claims that Vivint informed him he’d have to pay $700.00 in order to cancel the account. Mr. [redacted] is requesting immediate cancellation with no penalty.At this time, Vivint is willing to waive the extension of Mr. [redacted]’s Agreement and cancel his account.  All future charges have been waived and Mr. [redacted] is under no obligation to Vivint. Vivint’s records show that on April 9, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on March 17, 2015. During this call, Mr. [redacted] was offered a 42 month contract renewal in order to secure his monthly rate. Mr. [redacted] accepted this offer and was 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. Despite the above information, in resolution to this matter, Mr. Mr. [redacted] has no further obligation to Vivint.  He may contact Vivint’s representatives if he has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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.
We appreciate their response and their agreement to close the matter with nothing more owed.  I also want to thank the Revdex.com of Utah for interceeding in this matter. 
Sincerely,
[redacted]

March 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #:...

[redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 6, 2017                         To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she has had complications with her system that have not been resolved due to problems with getting a technician to her home.  She desires a discount or credit towards her equipment for her loss of time waiting for Vivint’s technician. To assist Ms. [redacted] at this time, Vivint agrees to waive a recent charge for the door lock that was invoiced.  A credit of $169.59 has been applied to her billing account.Vivint’s records show that Ms. [redacted] notified Vivint of her equipment concerns and an appointment was scheduled for March 8, 2018; however, the technician did not have the repeaters needed to complete the repair and the appointment was cancelled.  Vivint would like to apologize for any inconvenience or miscommunication this may have caused.  A Vivint technician was dispatched to Ms. [redacted]’s home on March 12, 2018, and it was determined that new power lines would need to be run outside the new drywalled ceiling to get the outdoor cameras working again.  Vivint is willing to continue working with Ms. [redacted] to get the matter 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: (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. Vivint said that they will remove their equipment on June 12th, cancel my account contract and also said that there will be no more billing due to faulty video.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:   I did not ask to cancel my agreement with this company as their response would seem to imply.  I simply wanted to express my issues with the way they conduct business and forewarn others before they choose them to provide security service to them.  And to further clarify the timeline of these issues with them, not only did I call on May 17th, but I also called twice on May 23rd which is when this 90 plus minute call with their useless customer service team took place.  During that call is when an appointment was requested and scheduled for May 25th.  Had they held up their end of the request and agreement to send a technician out on May 25th, I would have never had to call back on that day.  That was the day that I found out that my appointment was cancelled because of their system scheduling a Texas based technician to service my system in Florida!  It is only after that May 25th call that a technician finally was dispatched on May 26th and even then I had to practically flip out that morning to get a technician out that particular day.  If left up to them they were not going to send someone out until the following week AFTER Memorial Day.  I'd probably still be waiting for a technician to come this very day since their scheduling system is has no sensible logic built into it.You can stop responding Mr. W[redacted] because there is nothing that can be said that will ever change my opinion of your company and it's system.  I will never recommend your company to anyone nor will I ever accept your response to my complaint.  Again, I never asked to cancel my agreement and if you are going to quote timelines, try a little harder to be very accurate and very clear about the dates, times, and why it was necessary for me to even call your company.  Its shameful that I should have to even call at all, let alone according to the accurate timeline, multiple times within 6 day period!
Sincerely,
[redacted]

March 3, 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: December 7, 2015 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 tricked into 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.At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on March 1, 2013, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on December 7, 2015, toward the end of the initial term.  Ms. [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly rate for twelve (12) months.  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. Despite the validity of this extension, Vivint agrees to the above resolution.  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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer