Vivint Smart Home Security

July 13, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 8, 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 has experienced technical difficulties with his doorbell cameraMr [redacted] requests that Vivint stop charging him for this piece of equipment that is not working Vivint’s records indicate that a technician was sent to Mr [redacted] ’s home and the doorbell camera has been replaced with a working doorbell cameraVivint has also issued a one-month credit to Mr [redacted] ’s account due to the 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 5, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 13, To 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 cancelled the Agreement with Vivint three (3) years ago, but has been continually charged his monthly feeMr [redacted] desires a refund of the past three (3) years, the account to be cancelled, and an apology from VivintVivint’s records indicate that Ms [redacted] contacted Vivint on May 4, She requested that Vivint mail her a letter with the amount due to pay off the Agreement earlyVivint sent the request letter, which states that if she paid $within ten days, Vivint would agree to cancel her Agreement with no further action requiredMs [redacted] did not send in the required payment, and her account remained activeFurther, Vivint’s records indicate that Ms [redacted] entered into the original Agreement on July 13, 2009, for an initial term of thirty-nine monthsAs such, the initial term of the Agreement would have lapsed on Octover 12, However, Section sets forth that the Agreement “will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty days before the end of the original term.” Ms [redacted] never sent in the requisite written cancellation notice to exercise this cancellation rightMoreover, she did not contact Vivint again regarding cancellation until August 18, 2015, at which time Vivint agreed to cancel the account without the requisite noticeVivint cannot find any support for the allegation that the ***s were not billed in accordance with their AgreementThe [redacted] ’s account was closed on August 18, 2015, and they have no further obligation to VivintHowever no refund is warranted.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***

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 accepting the $ [redacted] buyout to end the contract, not signing another oneVivint has already threatened to take more out of my account if I don't get this taken care of promptlyI hope that other prospective customers read these complaints and think before they go with better more customer friendly businessesWorst experience with any business I have ever experiencedStill isn't over Sincerely, [redacted]

September 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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 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

December 30, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 19, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her most recent rebuttal, Ms [redacted] still feels that authorities should not have been dispatchedFurthermore, when a customer does not have the verbal password the correct authorities will be dispatchedAs previously outlined Vivint was following the proper alarm procedure.Vivint maintains that Ms [redacted] did agree to an initial contract term of forty-two (42) monthsMs [redacted] is able to review her Pre-Installation Survey with Vivint’s Customer Loyalty departmentIn addition a copy of her Agreement can also be sent to her if she desires Due to Vivint’s alarm policy and Ms [redacted] ’s representations during the Pre-Installation survey cancellation without penalty is not warrantedIf 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***

March 16, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] claims that he has not been receiving service since May 12, He also states that a representative he spoke with did not inform him of the need for a written Notice of CancellationFor these reasons, he would like a full refund.At this time, Vivint is willing to increase the previously offered refund amount from $to $Vivint has record of receiving signals from Mr***’s panel since the date of his installation until May 12, We are refunding any payments made after that dateThe account has already been processed for cancellation.In section of the Agreement that Mr [redacted] signed, it states that the contract will continue until a written notice of cancellation has been submittedBy signing this agreement, Mr [redacted] represented that he understood the cancellation processVivint does not have record of a notice on fileThis qualifies any payments taken throughout the duration of the initial agreement term as valid and legitimateDespite the above information, Vivint has cancelled the account and will be refunding all payments made after May 12, 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

December 17, 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 she has had issues with the length of the contract because she was told that it was month contract not a month contractShe also explains about a sensor on her sliding glass door, and a technician going to the wrong address to take over an accountAs such, Ms [redacted] requests a refund of $and cancelation of her accountAt this time Vivint is willing to change the contract term from months to and refund $back to Ms [redacted] or a 50% discount on Ms [redacted] ’s contractual cancelation fees.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that a technician went to Ms [redacted] ’s house on December 13, to fix the issue with the sensorSo in an effort to assist Ms [redacted] , Vivint is willing to change the contract term from months to and refund $back to Ms [redacted] or a 50% discount on Ms [redacted] ’s contractual cancelation feesIf Ms [redacted] would like to move forward with one of these resolutions or if she has any questions she may contact the representative who reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 13, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, Date of Addendum: August 3, 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 does not recall extending the term of his agreement over the phone with Vivint for months, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty At this time, Vivint has agreed to immediately cancel Mr [redacted] ’s account Vivint’s records show that on July 23, 2009, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) monthsVivint spoke with Mr [redacted] regarding his alarm service on August 3, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a sixty (60) month extension 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 sixty 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, Mr [redacted] has 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

November 25, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 13, 2015To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was misled by Vivint regarding the billing on her accountMs [redacted] desires the cancellation of the account without penalty Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she 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, plus applicable taxes, during that termMs [redacted] also signed a Schedule of Equipment and Services, in which she agree to pay an addition price of $for two glass break sensors on top of the agreed upon installation feesVivint has included both of these documents in its responseVivint’s records further show that Ms [redacted] never paid this charge As such, the account was cancelled for non-payment on September 29, 2015, and will soon be sold to an outside agencyVivint representatives have been in contact with Ms [redacted] and have offered to assist her with a $ [redacted] credit, which covers half the past due amountRecords indicate Ms [redacted] has declined this offer.Vivint will again extend this offer to Ms [redacted] to assist with reactivating the accountIf Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint at ###-###-####.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 – Legal Sincerely, Nathan *W***

July 26, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: February 20, 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 the system was not correctly installed, and the system as a whole has not worked since the initial installationMr [redacted] desires for the account to be cancelled with no penalty.A representative from Vivint recently attempted to contact Ms [redacted] in an effort to resolve these concernsAt this time Vivint is willing to cancel Mr***’s account without penalty provided he return the equipment which was installed in his home Vivint records indicate that the most recent technician to Visit Mr***’s home indicated that the system was functioning properly when he left the homeVivint is able to provide continued technical and service support.Despite the above information, in resolution to this matter, Vivint agrees to the above resolutionMr***’s Agreement will be cancelled once the equipment has been removed and he will have no further contractual obligation to VivintMr [redacted] may contact Vivint’s Customer Loyalty department by phone at 1-800-216-to arrange for the removal of the equipment and cancellation of the systemIf 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 12, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, 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 recently had equipment issues and realized that he has not had service for over a yearMr [redacted] further states that he has requested cancellation of his Agreement, but that Vivint continues to charge him for service Mr [redacted] desires cancellation of his Agreement and confirmation of suchVivint’s records show that Mr [redacted] ’s Agreement with Vivint was cancelled on September 8, His payment for service in September was declined by his bank, so the last payment Vivint received was on August 1, 2016.Mr [redacted] signed an Agreement with Vivint on June 21, 2008, in which he agreed that service would continue year to year after the initial term of sixty (60) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Mr [redacted] on August 10, 2016, and his account was cancelled on September 8, 2016.Mr [redacted] ’s Agreement further states that it is the customer’s responsibility to test the system regularly and to notify Vivint of any problems with equipment (Section 11) The alarm panel provides notifications when communication is lost, but it is the customer’s responsibility to contact Vivint to troubleshoot or schedule a service visit for repair of the system Vivint apologizes for any inconvenience Mr [redacted] may have experienced, and for any undue delay in the cancellation process Mr [redacted] has 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

Complaint: [redacted] I am rejecting this response because it appears from his response that MrW [redacted] is well aware of Vivint's history of deceptive sales tacticsHe does not even attempt to dispute my claimsAs general counsel for this company, I'm sure he has read the lawsuits and heard the myriad complaints that his client has received over the yearsHe probably recognizes the patternI am just another victim, and I merely wish to move on with my life without having to fight with this company or be harassed by their collectors Sincerely, [redacted]

October 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 1, 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 requested cancellation of his account when he moved, but that Vivint continued to bill him for service and advised that he needed to send a written 30-day noticeMr [redacted] desires a refund of the $he paid to Vivint in October after requesting cancellation, and for his account to be cancelledAt this time, Vivint has cancelled Mr***’s account, and he has no further obligation to Vivint In an effort to assist Mr [redacted] , a refund of October’s payment in the amount of $is being sent back to the credit card on fileVivint’s records show that Mr [redacted] signed an agreement on August 1, 2013, in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Mr [redacted] on October 4, 2017, and his account had already been invoiced for the last month of service on October 1, Despite this information, Vivint agrees to the above resolution Mr [redacted] will not be charged further and may expect the refund back in his bank account in 7-days.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 10, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that she has been told conflicting information several times regarding the price of a thermostat and her doorbell camera’s connectivity issuesMs [redacted] desires a representative to call and speak with her about the training of Vivint employees and a month’s payment refunded.A representative from Vivint has recently attempted to contact Ms [redacted] over the phone in an effort to resolve her concerns but was unable to reach her, so an email was sentVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionA credit of $has been placed on Ms***’s account to cover one month of service and a cost of the repeater spoken about in the complaintMs***’s feedback regarding the training of Vivint employees has been noted and given to the proper sales and field service managementMs [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

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 meI have yet to even receive a bill from them and as far as batteries are concerned we may have had the keypad for a little over a week before the batteries went deadWhen I called for a second keypad they told me I was unable to get a second keypI'm im a little confused again regarding a second keypadMy family's safety is very important to me so a second purchase was definitely not a problemHopefully I won't run into anymore issues with this company because me being a customer of [redacted] for years, I have never ever had to contact them regarding anything concerning their productsProtecting my family with a company that provides additional support of protection should never be difficult so that's why I was concerned Sincerely, [redacted] ***

October 6, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges she was informed there would be no cancellation fee to cancel her Vivint accountMs [redacted] further alleges she can no longer afford the systemMs [redacted] desires the cancellation of her account without penalty Vivint maintains its stance in regards to Ms [redacted] accountBefore for the installation of any equipment, Mr [redacted] completed a Pre-Install surveyThis survey confirmed the offer extended to Mr [redacted] , and confirms no offer was made to him that was not outline in the Purchase and Services AgreementFurther, Vivint offers its customer a three (3) day trial periodDuring this time, the customer has the right to cancel their Agreement without penaltyVivint receive no such request to cancel on Ms [redacted] during this periodCancellation without penalty is not warranted at this time.Should Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay $ [redacted] ; which is 25% off her original payoff of $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $***, plus any applicable taxesIf Ms [redacted] wishes to take advantage of either of these offers, 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

May 31, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 3, Date of Addendum: November 16, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she does not recall extending the term of her Agreement over the phone with Vivint, and that now she is unable to cancel her AgreementMs [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 April 3, 2010, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months Vivint spoke with Ms [redacted] regarding her alarm service on November 16, 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 additional equipment for the same monthly rate Based upon this representation, Vivint offered a sixty (60) 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 sixty 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 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 16, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, 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 experienced a breat his premises days after purchasing his alarm system which was not detected by his alarm systemMr [redacted] requests reimbursement for damages resulting from this break-inA representative from Vivint has attempted to contact Mr [redacted] in an effort to resolve his concernsVivint records indicate that on March 10, Mr [redacted] entered into a System Purchase and Services Agreement (“Agreement”) with VivintMr [redacted] states that the break in at his home occurred days after the installation, however records indicate that no attempt was made to inform Vivint of said breor issues with the system until June 25, The Agreement which Mr [redacted] signed states that Vivint does not warranty that the system will always detect, or help prevent, any burglary or such event (Section 5) and that Vivint is not an insurer of Mr [redacted] or his premises should any injury or damage occur (Section 17)Vivint recommends that Mr [redacted] contact his home insurance provider regarding any damage which may have occurred as a result of a breat his home.However, despite this information Vivint is willing to cancel Mr***’s account with no penalty should he desire, provided he return the equipment which was installed in his homeShould Mr [redacted] wish to pursue this option he is directed to contact the representative who has attempted to reach him regarding his complaint.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***

Tell us why here...September 29, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she did not receive any bills for her account because her account contained wrong banking informationShe further explains that she did not receive referral credits that she was supposed to have receivedIn addition, she was not made aware of the 48-month agreement term lengthMs [redacted] requests that Vivint change her billing method to direct invoice and send a technician to fix her cameras A representative from Vivint has recently been in contact with Ms [redacted] and an appointment has been scheduled to fix her camera issuesIn addition, Vivint has agreed to waive the past due balance and issue a $referral credit to her accountMs [redacted] ’s billing method was previously changed to direct invoice per her request 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 17, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months She also represented that she would pay a monthly monitoring fee of $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 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***Chief Compliance Officer

July 28, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was misled by a Vivint representative regarding the term of her agreementMs [redacted] states she was under the impression that she would receive Vivint security equipment at no charge and that she would only be responsible for paying the monthly monitoring service feeMs [redacted] desires for Vivint to pay for her Vivint security equipment, totaling $971.99.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 departmentEvery customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 14, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe represented that he would pay Vivint a monthly services fee of $and an equipment fee to Citizens Bank of $totaling $each month during that termFurther, Mr [redacted] represented that these terms were clearly outlined on the Agreement along with the Citizens Bank loan terms and conditionsMr [redacted] represented that Vivint’s representative did not make any promises or commitments which were not written on the AgreementVivint relied on Mr***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint agrees to the above resolution: payment for Ms***’s Vivint security equipment by Vivint at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer