Vivint Smart Home Security

September 29, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, 2017           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 a full refund was sent to Ms. [redacted] via check and that she will be receiving the refund on or before October 2, 2017.Due to Vivint’s failure to collect the equipment within 21 days from cancellation, Ms. [redacted] is no longer obligated to return anything to Vivint. The account has been cancelled and Ms. [redacted] is under 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

August 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Billy A[redacted] Vivint Account #: [redacted] Date of Agreement: June 25, 2015           To Whom It May Concern:I have reviewed the information provided by Mr. A[redacted] and appreciate the opportunity to respond. A representative from Vivint’s Home Damage department has recently attempted to contact Mr. A[redacted] and Mr. A[redacted]’s desired contractor. Vivint’s home damage department requires a price quote in writing from the contractor in order to proceed with the Home Damage case. I would advise Mr. A[redacted] to contact Vivint with the price quote or to have the contractor call into Vivnt with the price quote.  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]

April 20, 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 13, 2015           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he was pressured into buying the system. Mr. [redacted] requests help in resolving this issue.Vivint’s records indicate that Mr. [redacted] signed an agreement with Vivint on June 13, 2015. Mr. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly fee of $49.99 plus any taxes each month of that term. Vivint records further show that Mr. [redacted] ceased making his contractual monthly payments in January 2016. Mr. [redacted]’s account was then cancelled and sold to an outside collections agency on April 28, 2016. Mr. [redacted] must settle his account with the outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 8, 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 6, 2013           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 Ms. [redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter is being resolved to Mr. and Ms. [redacted]’s satisfaction. Mr. and Ms. [redacted]’s account has been canceled as of June 8, 2016. Mr. and 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

March 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 6, 2016           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 is in the process of being resolved to Mr. [redacted] satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Joan [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, 2011           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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

September 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 8, 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 Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. 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

October 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #:  Date of Agreement:            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 name was used to enter into a System Purchase and Services Agreement without her consent. Ms. [redacted] desires her name to be removed from Vivint’s internal systems.. Vivint has removed Ms. [redacted]’s name from its internal systems. Ms. [redacted] should not receive any further bills from a Vivint account. Vivint apologizes for any frustration this matter may have caused. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 26, 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 11, 2016        To Whom It May Concern:In their rebuttal, Mr. and Ms. [redacted] state that they were charged for service not rendered. Vivint maintains its stance in regards to Mr. and Ms. [redacted]’s account. Vivint reviewed the call between Vivint’s representative and Mr. [redacted] requesting additional equipment on August 31, 2016. Mr. [redacted] was informed of the cost associated with added the requested equipment. As such Mr. and Ms. [redacted]’s monthly rate was increased. The Agreement states that Mr. [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.5). When the appointment was cancelled, the change in the monthly rate had already occurred but was previously authorized. Given Mr. and Ms. [redacted] did not receive the additional equipment. Vivint authorized a refund of $173.05 to be sent back to the checking account on file and their monthly rate was lowered back to their original rate.  Cancellation of the account without penalty is not warranted. Should Mr. and Mrs. [redacted] wish to cancel their Vivint agreement prematurely, they may pay off the remaining balance on their account – currently $4,987.42; however Vivint will take 25% off the payoff amount, bringing it to $3,740.57. If Mr. and Mrs. [redacted] wish to take advantage of this offer, I would advise them to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 12, 2018       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 19, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he has experienced difficulty with his thermostat. Mr. [redacted] requests that Vivint repair the equipment.   Vivint’s records indicate that a technician has replaced the unit. Vivint apologizes for any inconvenience this may have caused.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

January 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 12, 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 her alarm system has not operated correctly since it was originally installed. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty and waive any past due balance provided Vivint can remove the alarm system from her home. I would advise Ms. [redacted] to contact Vivint and schedule an appointment to facilitate this resolution. Vivint’s records indicate that a technician recently went out to Ms. [redacted] home and tested her internet connection to the master alarm panel. It was discovered that Ms. [redacted]’s internet speed was not fast enough to handle all of Vivint’s equipment. By signing her Agreement Ms. [redacted] agreed to provide adequate internet service to ensure that the alarm system would operate efficiently as stated in section twelve (12). Nevertheless, Vivint agrees to the above resolution. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] 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] alleges that she agreed to take over an account from the previous owner of her home, but that Vivint has delayed the service visit and the activation of the account in her name.  Ms. [redacted] desires to have her system activated in a timely manner, and a refund for the service she has paid for and not received thus far. Vivint’s records show that Vivint was notified of this takeover on November 6, 2015. Ms. [redacted] most recently spoke with Vivint on November 18, 2015, and at that time Vivint was able to apply the full credit from both payments to the account in Ms. [redacted]’s name.  A Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted]’s home on December 7, 2015, to activate the account in Ms. [redacted]’s name. Vivint has not yet invoiced Ms. [redacted]’s account for service, as the service has not been activated.  As such, no refund is warranted at this time.  When service begins at the time of the service visit, Ms. [redacted]’s account will become active and invoicing will begin.  The credit on Ms. [redacted]’s billing account from payments already processed is sufficient to cover monthly service fees for twenty-eight (28) months.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 30, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 2014           To Whom It May Concern:I have reviewed...

the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A Vivint representative has recently attempted to contact Mrs. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [redacted]’ satisfaction. If she has any further questions or concerns, she 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

January 26, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 20, 2017           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 is currently working to resolve Ms. [redacted]’s concerns to her satisfication. 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]

May 25, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: June 24, 2014                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this representative and Ms. [redacted] have agreed upon a resolution. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

January 5, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 9,...

2007       Date of Addendum: June 29, 2010           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 cancelled her account in 2014, and that Vivint recently started to bill her for service again. Ms. [redacted] explains that she contacted Vivint to dispute the charges and had negative experiences with customer service but paid the past due balance. She desires a refund of the $96.50 she recently paid to Vivint. Ms. [redacted]’s account was cancelled as of December 27, 2017 after her written cancellation request, and she has no further obligation to Vivint.  In an effort to assist Ms. [redacted], a check in the amount of $96.50 is being sent to the mailing address provided on this complaint, to refund the last payment made. Vivint’s records show that Ms. [redacted] signed an Agreement with Vivint on July 9, 2007, in which she agreed that service would continue year to year after the initial term of thirty-six (36) months, unless cancelled in writing no later than 30 days before the end of the original term or any renewal term (Alarm System Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was never provided by Ms. [redacted] until November 27, 2017, and Vivint has no record of a cancellation request in 2014.  Automatic payments on the account stopped after June 2017, and as such Vivint began contacting Ms. [redacted] to collect past due balance.  Vivint agrees to the above resolution.  Ms. [redacted]’s account with Vivint was cancelled 30 days after the written notice of cancellation was received, and she may expect her refund check in the mail 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

July 8, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Maryanne W[redacted]  Vivint Account #: [redacted] Date of Agreement: November 1, 2010        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 cancelled his service with Vivint on June 18, 2015, but Vivint took a payment on June 15, 2015. Ms. W[redacted] now desires a partial refund of her final payment made to Vivint.Vivint’s records indicate that on November 1, 2010, Ms. W[redacted] signed a Purchase and Services Agreement. The Agreement states that Ms. W[redacted] can cancel her account at any time after the initial term of the agreement by providing a written Notice of Cancellation thirty (30) day before the customers desired cancellation date (Section 2.4).  Vivint’s records indicate that Ms. W[redacted] requested the cancellation of her Vivint service in writing on June 22, 2015. On July 2, 2015, Vivint cancelled Ms. W[redacted] account. A representative from Vivint has recently attempted to contact Ms. W[redacted], in an effort to resolve her concerns. Vivint has agreed to refund Ms. W[redacted] a prorated amount of her final payment to Vivint. A refund in the amount of $[redacted], which is the remaining 13 days Ms. W[redacted] did not receive service from Vivint, has been sent back to the credit card on file.  Ms. W[redacted]’s account is cancelled, and she 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 15, 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: September 14, 2017                                                               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. A representative has offered to reimburse Ms. [redacted] for the reinstallation of her previous system. Additionally, Vivint’s Home Damage Department will contact her regarding the repair of her doorbell.   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, 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: March 16, 2015                                                              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 representative and Mr. [redacted] have agreed upon a resolution. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

March 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 23, 2015          To Whom It May Concern:I have reviewed...

the information provided by [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has had many technical errors with the Vivint system and has experienced extended delays when it comes to scheduling a technician. Mr. [redacted] desires cancellation of the Agreement without penalty due to his system not properly protecting his home and family.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns. Vivint would like to extend an offer to have a technician thoroughly inspect his Vivint system. Additionally, Vivint has agreed to apply a credit equal to two (2) months of Mr. [redacted]’s service fee. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on February 24, 2017, and Vivint’s Scheduling department found an appointment for March 3, 2017; however, Mr. [redacted] declined this appointment.  Vivint believes repair rather than cancellation is the proper course of action. Mr. [redacted] may contact Vivint’s representative to schedule an appointmentIf 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