Vivint Smart Home Security

November 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 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 her doorbell camera is not workingShe further states that the technicians who installed her system were not wearing uniforms or identification, asked for her security code, and may have taken a drill from her homeMs [redacted] desires for Vivint to repair her doorbell camera, prove that the installers were Vivint employees, help her change her security code, and replace or pay for her drill A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concerns Vivint is willing to send a technician to Ms [redacted] ’s home to repair or replace the doorbell camera at no cost to her In addition, Vivint is willing to apply a credit of $to cover two months of service, to assist Ms [redacted] in replacing her missing drill Vivint advises Ms [redacted] to file a police report if she believes that her drill was stolen, and to call Customer Care at 1-800-216-if she would like assistance in changing her panel codes Vivint’s representative who contacted Ms [redacted] can also confirm the installing technician with her if she wishes.Vivint’s records indicate that a certified technician employed by Vivint installed Ms [redacted] ’s security system It is customary for an installing technician to program user codes into the panel for each customer, so the technician would need to know what code the customer would like to use However, a customer may change the user codes on their panel at any time following installation.Ms [redacted] may contact Vivint’s representative directly if she would like to accept the offer of credit on her account and a service visit, or if she has any further questions or concerns in this matter.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

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Justin & Holly B [redacted] Vivint Account #: [redacted] Date of Agreement: May 01, To Whom It May Concern:I have reviewed the information provided by Mrand MrsB [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrB [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrB***’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Douglas F [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, To Whom It May Concern: I have reviewed the information provided by MrDouglas F [redacted] and appreciate the opportunity to respondIn his complaint, MrF [redacted] alleges that someone other than Douglas F [redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F [redacted] did not sign the Agreement MrF [redacted] desires the Agreement to be terminated given these claimsA Vivint representative has attempted to contact MrDouglas F [redacted] to resolve this matterVivint has received a notarized copy of his signature and a copy of MrF*’s driver’s licenseBased upon MrF*’s representations, Vivint will remove Douglas F [redacted] from its customer databaseAdditionally, Vivint will contact the collections agency assigned to collect Douglas F*’s past due balance to remove him from the debt owed to VivintThe collections agency will also reverse any negative credit inquiries his credit reportIt is important to note that it may take up to ninety days for his credit report to reflect the changesAdditionally, Vivint will cancel Douglas F*’s System Purchase and Services AgreementMrF [redacted] may contact Vivint to arrange for the equipment's removal.Should you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: I am asking that you reopen my complaint on Vivint I gave enough time to fix their dysfunctional alarm they sent a guy on the 7th November he spent an hour didn't say what was wrong and leftI am still having the same problem the cops came again this is causing me so much stress I emailed them they never got a reply only telephone calls I get at this point I want to stop payment and let them this alarm out of my home nowThis is costumer service told I am sending some on the 7th to fix the alarm and if broke I have pay for the to come back out to I don't this system in my home my family is fed up with it please help me a senior citizen to get resolved now thank you Sincerely, [redacted] ***

Revdex.com: Hi,I was not aware that I needed to reply to the original response from he businessI am satisfied with the resolution from businessWhat else can I do to make sure this gets closed out properly & that I am satisfied with the businesses response? Thanks! [redacted] ***cell: [redacted] Sincerely, [redacted] ***

January 8, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] via email in an effort to resolve her concernsVivint confirms that there are only a few months left in Ms [redacted] ’s initial term, and there is currently a credit of $on her billing account Vivint is willing to either cancel the remainder of the Agreement with a written notice from one of the account holders, or to continue the service on a month-to-month basis using the credit to cover February’s and part of March’s payments Ms [redacted] may contact Vivint’s representative directly to discuss these options.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

January 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 was informed by his sales representative that he could cancel his account in the event that he movedMr [redacted] requests that Vivint cancel his account At this time, Vivint is willing to cancel Mr [redacted] ’ account 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on August 8, During 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 $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] ’ representations to ensure that he understood his commitments to Vivint as outlined in the Agreement 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

February 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, Date of Addendum: January 22, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] explains that she 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 has agreed to immediately cancel Ms [redacted] ’s account without penalty However, Vivint spoke with Ms [redacted] regarding her alarm service on January 22, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement 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 Vivint Despite the information mentioned, 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

August 28, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionA copy of new paperwork with Mr***’s correct information is being sent for him to signVivint is also shipping the equipment which Mr [redacted] was missing from his initial installation.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***

October 17, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern:I have reviewed the additional information provided by Ms [redacted] and appreciate the opportunity to respondA representative has recently contacted Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] satisfactionIf 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

July 21, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Krista M*** Vivint Account #: [redacted] Date of Agreement: March 18, To Whom It May Concern:In her rebuttal, MsM [redacted] is requesting a refund of her all payment made to Vivint after March Vivint maintains its stance in regards to MsM [redacted] allegationsVivint did not receive a written notice of cancellation from MsM [redacted] until June As such, a refund of any payment made during or before June is not warrantedHowever, in an effort to assist MsM***, Vivint has refund her payments made from April to July MsM [redacted] has been informed if she can provide documentation that she provided a written notice of cancellation before June to Vivint, Vivint would be willing to reopen her case and possible provide an additional refundIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

December 18, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, To Whom It May Concern: I have reviewed the response from Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s rebuttal he explains that he does not accept Vivint’s response because he has filed a police report and has been in contact with Vivint’s customer care and there has not been a resolutionA representative from Vivint has previously attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint recommends that Mr [redacted] continue to work with his local police department until they have concluded their investigation and have changed the guilty partyAfter witch, Mr [redacted] can seek proper compensation from charged partyMr [redacted] may contact the Vivint representative who reached out to him 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 25, To Whom It May Concern: I have reviewed the response from Mr [redacted] and appreciate the opportunity to respondIn Mr***’ response he explains that he would like free points to be install in his home at no chargeA representative from Vivint has previously contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’ satisfactionAn appointment has been set for a Vivint technician to come out to Mr***’ home to patch the holes in her wall on March 18, to install points of free equipmentMr [redacted] may contact the Vivint representative who he has been in contact with if he has any questionsIf 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 29, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, To 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 cancelled her Vivint system, but Vivint billed her for her full monthly fee Ms [redacted] desires a refund of her final payment Vivint’s records indicate that a refund in the amount of $ [redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms [redacted] Ms [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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

November 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionA technician has visited Mr***’s home and records indicate that the technical issues Mr [redacted] has been experiencing have been resolvedIf 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***

Complaint: [redacted] I am rejecting this response because: As I have already communicated to both the Revdex.com and Vivint, this is a case of fraud Since Vivint refuses to look into the matter, I will be pursing additional assistance from Consumer Protection in both Utah and Virginia, the VA District Attorney, and the VA Department of Justice I will also be informing these sources that the Utah Revdex.com closed my complaint against Vivint without providing me the opportunity to respond.I have fulfilled my contractual obligation with Vivint Despite their claims otherwise, Ted A [redacted] changed the terms of the contact from months to months There were multiple children in my home, besides my own children, that were witness to this The “Total Cash Price for Service” was explained to me by MrA [redacted] , as the cost of the equipment which I would have to pay if I terminated the contract before months I maintained the contact for months I more than fulfilled my contractual obligation, therefore there is nothing due to Vivint I propose that if they want to pick up their equipment, I have no problem with such a compromise.I reject their offer I demand Vivint bring my account to a $balance as I cancelled my account in October I had always paid on time and been in good standing I owe Vivint no money.Vivint needs to deal with their employee Frankly, by their refusal to accept responsibility for their employee calls in question their unethical and illegal business practices MrA [redacted] changed the in the to a after he left my home I never received a copy of the contract I wasn’t aware my contact was illegally extended until I attempted to cancel Sincerely, [redacted]

January 12, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has experienced technical systemAdditionally, she states that she has been billed incorrectly on her accountMs [redacted] requests a refund of payments and cancellation with no penalty.Unfortunately, we have been unable to find the Vivint account in question with the information given by Ms***The address and phone number provided by Ms [redacted] are associated with two separate accountsA Vivint representative has attempted to contact Ms [redacted] to obtain additional informationVivint requests that Ms [redacted] contact this representative to ensure that her concerns are addressed correctly.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***

May 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records indicate that Mr [redacted] signed a Schedule of Equipment and ServicesThe purpose of this document is to verify with the customer the Vivint equipment being installed in the homeMr [redacted] signed a Schedule of Equipment and Services Document on April 26, On April 26, a Vivint SkyControl Panel was installed in the homeWhile the Vivint SkyControl Panel does have camera capabilities, the camera is not active.Vivint provides its contact information on the Purchase and Service Agreement and on Vivint.com.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

March 2, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 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

Complaint: [redacted] I am rejecting this response because:I trusted vivint with the safety of my home and was let down severely during that periodI was disregarded by numerous phone repsAll in addition to having to babysit their sales rep who came to my house un anoinced twice, was very unprofessional and makes me more so fearful of the safety of my homeAs I stated in my complaint when I called to resolve the issue with the sales representative, he then called my cell phone, cursed me out when I hung up on him he still continued to harass me because he got in troubleThe company was not secure with my personal information, and they are responsible for the sales representative who on top of everything else gave my information as well as detailed information about my specific security package all with out my consentIf Vivint wants to loose whatever credibility they have left then I can continue this case with the courts Sincerely, [redacted]