Vivint Smart Home Security

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

January 23, 2016Revdex.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 Ms [redacted] and appreciate the opportunity to respondMs [redacted] alleges that scheduled several technician visits and that the technicians never came to service her equipmentVivint’s records indicate that Ms [redacted] ’ equipment is functioning correctly except for a door lock and a garage door controller according to phone calls made by Ms [redacted] Records indicate that on September 29, 2015, a technician was at Ms [redacted] ’s home, however, no one was able to answer the door for the technicianThe appointment on November 20, 2015, was cancelledThe technician scheduled for December 11, 2015, was able to service Ms [redacted] No phone calls indicate a cancellation request for the appointment on December 11, 2015.I have credited Ms [redacted] ’ account for three (3) free months of service Vivint would like to ensure that Ms [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no chargeA representative has recently tried to get in contact with Ms [redacted] , I would advise her to reach out to that representative or to call Customer Care at ###-###-####, and schedule this appointmentIf 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 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: 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] ***

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

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

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 although I have yet to hear anything from the company (via phone,mail or email) as they statedNo response is needed now since they have taken care of the issue Sincerely, [redacted] ***

September 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 many misrepresentations that she was provided with by her sales representativeMs [redacted] is requesting cancellation of her account without penalty A representative from Vivint has recently attempted to contact Ms [redacted] via phone and email in an effort to resolve her concernsVivint has extended an offer out to her via email and if she would like to take advantage of the offer, she may respond to that email 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

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***

June 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Chiaki S [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS [redacted] ’s satisfactionMsS [redacted] ’s contract does reflect monthsIf 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:the phone company say I have to have a court order to get the phone conversation between me and the vivint employee so I have to find a lawyer to get me a court order so we can get this issue resolved asap Sincerely, [redacted]

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***

September 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Demetria C [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, To Whom It May Concern:I have reviewed the information provided by MsC [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsC [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsC [redacted] ’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***

October 26, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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 this matter has been resolved to Mr***’s satisfactionMr***’s Vivint Agreement was cancelled on October 22, and he has no further obligation to VivintMr [redacted] may contact Vivint’s representative if he 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

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

Tell us why here...July 17, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** *** Vivint Account #: [redacted] Date of Agreement: July 9, 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 frustration with his home damage claim with VivintMr [redacted] requests that Vivint pay him the average of two estimates that he has received for the damage Vivint’s records indicate that the Home Damage department is willing to offer $towards the damageVivint’s position remains regarding the amount which has been offeredIf Mr [redacted] would like to accept this amount, he may contact the representative in home damage whom he has been discussing his claim with 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

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]

May 16, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 2, 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 did not renew his System Purchase and Services Agreement (“Agreement”) for an additional forty-two (42) months and that Vivint has a fabricated phone call of him agreeing to extend his AgreementMr [redacted] desires cancellation without penaltyVivint agrees to cancel Mr [redacted] ’s account without penalty as an act of goodwillAs of the date of this letter Mr [redacted] ’s Agreement has been closed and he has no further obligation to Vivint Vivint’s records indicate that Mr [redacted] called into Vivint on January 19, to reschedule an appointment that was intended to have a technician replace batteries in his equipmentDuring this phone conversation a representative offered Mr [redacted] a $discount to his monthly service fee, an upgrade of his account to Premium Service and an additional door sensor for his home at no charge to Mr [redacted] In exchange Mr [redacted] agreed to extend the term of his Agreement by forty-two (42) monthsVivint read the following statement to Mr [redacted] to which he responded affirmatively“You understand that this call is being recorded, and you agree to extend the term of your Agreement forty-two (42) months from todayNo other provisions of your Agreement have been changed and this amendment constitutes the new Agreement between you and Vivint.”Despite Mr [redacted] ’s representations during his extension phone call Vivint agrees to the above resolution 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 received the letter October 7, Sincerely, [redacted] ***