Vivint Smart Home Security

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***

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

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]

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

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***

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] ***

March 14, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, 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 [redacted] satisfactionMr***’s Vivint account will be canceled upon receipt of $297.96.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***

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, 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 Mrs [redacted] in an effort to resolve Mr***’s concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been canceled as of August 5, and a refund has been processed for $Mr [redacted] may contact Vivint’s representative directly if he 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

February 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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 was promised several things by his sales representative, all of which he did not receiveMr [redacted] also states that he is moving and his landlord will not allow for the system to be installed in his rental homeHe is requesting cancellation of his accountA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this representative and Mr [redacted] have agreed upon a resolutionAt this time, although there is no record of these promises by Vivint’s sales representative, Vivint has agreed to cancel Mr [redacted] ’s accountMr [redacted] no longer has any obligation to VivintIf he has any questions or concerns he may reach out to the representative who has been in contact with himIf 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***

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 meBecause how did they contact me ???? email or cell I called on the 1st of september and asked if they could send it by check still no check ,smdh Sincerely, [redacted] ***

February 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 31, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond After further review, Vivint’s records show that Ms***’s agreement with Vivint has been cancelled and she has no further contractual 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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The Client is looking to cancel services completelyThey have been billing for the past few months even though there has been no serviceClient has contacted Vivant numerous times to complain about the wires being cut to the monitoring devicesThey currently have client in collections for over $ dollars but yet they are still billing her even though her security system has not been on or been monitored due to the cut wiresVivant was well aware as there is a police report stating the wires were cutEvery website review of this business shows that they prey on the elderly and its the same deal in the placeShe needs her account to be cancelled and not be billed for the services that were never providedThis business needs to be shutdown due to predatory practices on the elderly and mishandling of simple

December 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 13, To Whom It May Concern:In her rebuttal, Ms [redacted] rejects Vivint’s previous responseMs [redacted] desires the cancellation of account without penaltyVivint maintains its stance in regards to Ms [redacted] ’s complaintVivint has provided the signed Schedule of Protection in its previous responses where Ms [redacted] agreed to the extra charge of $Vivint has made an offer to cover half the cost of this charge if Ms [redacted] would like to keep the two glassbreak sensorsAlso Vivint has offered to waive the cost of the sensors completely if Ms [redacted] agrees to return the two glassbreak sensorsThe will remain as Vivint’s offers to Ms [redacted] .Additionally, cancellation of Ms [redacted] ’s account without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] If Ms [redacted] wishes to take advantage of either offer, 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 – Legal.Sincerely, Nathan *W***

March 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 13, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint has agreed to remove Mr [redacted] from collections A representative from Vivint has recently contacted Mr [redacted] via email as well as over the phone, with details regarding the confirmation of his removal from collections, as well an effort to coordinate a time when Vivint can send a technician out to install a carbon monoxide detector 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] , the resolution is underway but has not been fully satisfied as of yet Sincerely, [redacted]

May 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 30, 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 misinformed regarding the term length of his System Purchase and Services Agreement (“Agreement”)Mr [redacted] requests that Vivint cancel his Agreement At this time, Vivint is willing to cancel Mr [redacted] ’s account without penalty Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] signed a System Purchase and Services Agreement Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home The purpose of the Agreement is to ensure that the customer understands Vivint’s offer, and confirm the terms and conditionsOur records show that Mr [redacted] signed the Agreement on January 30, Upon signing the Agreement, 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 termVivint relied on Mr [redacted] ’s 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

September 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 his system malfunctioned and Vivint would not be able to repair his system for nine (9) daysMr [redacted] is requesting cancellation of his Agreement without penalty Vivint will apply a two (2) month credit towards Mr [redacted] ’s account to cover the time he was without service.Vivint’s records show that Mr [redacted] ’s system was fixed on August 27, 2016, five (5) days after he called Vivint to let us know his system was not working correctlyVivint schedules appointments on a first come first serve basisVivint apologizes for any inconvenience this may have caused.Vivint’s records indicate that Mr [redacted] signed his System Purchase and Service Agreement (“Agreement”) on August 2, By signing his Agreement, he understood and agreed to the following: Section 4: “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hoor any other such eventWe do not warrant that the system cannot be defeated or compromised or that it will always operate.”Due the information above, cancellation without penalty is not warrantedShould Mr [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $1889.65; however, in an effort to assist Mr [redacted] , Vivint is willing to reduce his payoff amount by 50%, bringing the total payoff amount to $If Mr [redacted] would like to take advantage of this offer I would advise him to contact a Legal Assistant at (801) 221-6728.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

April 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, Date of Addendum: August 29, 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 can longer afford her Vivint system 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 July 1, 2008, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) monthsVivint spoke with Ms [redacted] regarding her alarm service on August 29, 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 thirty-six (36) month extension to which Ms [redacted] agreedIndeed, 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 thirty six months from today Despite the validity of this extension, Vivint agrees to the above resolution Ms [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 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: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: When a sales representative is representing a company and tells a customer there are no cancelation fee I feel this needs to be honoredAt 8pm, when they are pressuring my husband to get the equipment installed and I am trying to put our infant son to bed and he knows I just want them out of our house asap, he is going to trust the Rep standing in front of him assuring him it's all goodNow I do understand that perhaps [redacted] should have read through things and been more wary of signing with vivint, but I am usually the one that reads over everything and unfortunately at that time of evening I needed to be with my sonVivint says on their website that they understand with life comes unforeseen circumstances and they are willing to look at those in the cancellation of an agreementI expressed to Vivint that we are currently in a bad financial situation (also recently found out we are expecting another child) and do not have the money (not the monthly and definitely not the $to cancel)I feel that sometimes in order to provide good customer service you need to be able to make exceptionsAll businesses have to do this from time to time to provide the best customer experienceI do not feel we should be paying for a service we are no longer utilizingAll equipment has been uninstalled We obviously can also not afford the $they offered to help either when I currently can't even afford my sons diapersI feel they should honor not just the word we were given by the sales representative but also what they stand by on their website Sincerely, [redacted]