Vivint Smart Home Security

March 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 8, 2012           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 her concerns. Vivint’s records indicate that this matter is in the process of being resolved to Mr. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, 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 has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s appointment has been moved up and a credit for 1 (one) month of service has been applied to his account.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]

July 12, 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 16, 2014                        To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint does not warrant any free equipment upgrades to existing customer. However; Vivint agrees to offer Mr. [redacted] any new equipment at a 50% discount.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him 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

August 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: August...

27, 2016          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] states that he was never aware of the initial term of his Agreement with Vivint, and thought he could cancel at any time.  Mr. [redacted] desires cancellation of his Agreement without penalty.  At this time, to assist Mr. [redacted] Vivint has reduced his monthly services fee by 40% for the remainder of his Agreement term.  This will also reduce the payoff balance of his Agreement by 40% should he wish to cancel it prematurely. Mr. [redacted] signed a System Purchase and Services Agreement on August 27, 2016 with an initial term of sixty (60) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  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 Agreement. During the recorded Pre-Installation Survey on August 27, 2016, Mr. [redacted] represented that he understood he was responsible to pay the services fee of $60.99 each month for the initial term of sixty (60) months.  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]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution. Effective immediately, Mr. [redacted]’s monthly services fee has been reduced to $36.59, plus any applicable taxes.  If Mr. [redacted] wishes to cancel his Agreement by paying the remaining reduced balance or discuss transferring his Agreement to a third party, he may 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

September 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 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 Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If Mr. [redacted] has any further questions or concerns, he may contact the 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

August 24, 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 16,...

2007        Date of Addendum: June 21, 2012        Date of 2nd Addendum: July 9, 2015 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 does not recall extending the term of her Agreement with Vivint in 2015, and that now she is unable to cancel her Agreement without penalty. Ms. [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 June 16, 2007, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Ms. [redacted] renewed her Agreement for an additional forty-two (42) months on June 21, 2012.  Vivint spoke with Ms. [redacted] regarding her alarm service on July 9, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in order to lock in her low monthly rate.  Based upon this representation, Vivint offered a forty-two (42) 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 forty-two 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 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: 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, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 18, 2015           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] alleges that he was told that outdoor cameras purchased from another provider would be compatible with Vivint’s alarm system. Mr. [redacted] has offered to pay for the cameras if he can install them. Vivint’s records indicate that outdoor cameras that were purchased from Alarm.com could be integrated with Vivint’s earlier technology. Mr. [redacted] has Vivint’s newest technology, outside providers will no longer be used with Vivint’s technology. Never the less Vivint will waive the installation cost of the outdoor camera(s) if Mr. [redacted] will agree to purchase the cameras. The outdoor camera(s) will need to be installed by a Vivint technician due to state compliance but this installation will not be charged to Mr. [redacted]. I would advise Mr. [redacted] to call into Vivint to schedule a time that works best for him to have a technician come install the camera(s). 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]

November 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 8,...

2013          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 requested a copy of her Certificate of Installation from Vivint, but that she was sent another customer’s certificate.  Ms. [redacted] desires cancellation of her Agreement.  At this time, Vivint is willing to reduce the payoff balance of Ms. [redacted]’s Agreement by 55%.  Pursuant to the signed Agreement, Ms. [redacted]’s remaining obligation is $1,199.76 and that amount would need to be paid in order to cancel the Agreement prematurely.  Vivint’s offer to reduce the balance brings Ms. [redacted]’s payoff amount to $539.89.  Vivint’s records indicate that Ms. [redacted] signed an Agreement on October 8, 2013 with an initial term of sixty (60) months and a monthly services fee of $49.99, plus any applicable taxes, during that term.  Vivint would like to apologize for any undue delay or inconvenience experienced by Ms. [redacted] in the process of moving and obtaining a Certificate of Installation for the system at her new home.  Cancellation of the Agreement without penalty, however, is not warranted at this time. If Ms. [redacted] wishes to take advantage of Vivint’s offer as stated above and cancel her Agreement prematurely, I would advise her 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

September 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 18, 2008           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 Vivint does not have a signed contract and still she is unable to cancel her account with Vivint. Vivint’s records indicate that a signed Alarm System Purchase and Services Agreement is on file with Vivint and a copy of this Agreement can be sent to Ms. [redacted] for her review. Further in May of 2013, Ms. [redacted] agreed to extend her Agreement with Vivint for an additional twenty four (24) months. If Ms. [redacted] desires a copy of her Agreement and to review the recorded extension phone call she may call into Vivint’s Customer Loyalty department to receive these at ###-###-#### open 8:00AM to 6:00PM MST, Monday through Friday. Regardless, Since Ms. [redacted] has been a loyal customer for so long Vivint will agree to cancel her Agreement prematurely. Vivint will not require the removal of the security system in order to cancel the Agreement. Ms. [redacted] has recently spoken to a Vivint representative regarding her cancellation. Ms. [redacted] has been informed that she has no further obligation to Vivint and she will receive a formal letter of cancellation sent to her email address. 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]

December
11, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:    Consumer
Complaint Case #: [redacted]            Complainant:  [redacted]          ...

Vivint Account #: [redacted]           Date of Agreement:  June 18, 2014To 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 has moved out of the country and
that Vivint has been unable to cancel her account.  Ms. [redacted] desires cancellation of her
agreement without penalty.  On April 5, 2015, Ms. [redacted]
notified Vivint that she had moved out of the country and wanted to cancel her
account. Vivint requested documentation that would prove she was living out of
the country. Ms. [redacted] provided Vivint with a copy of her plane ticket to
Turkey and an Export Certificate for International Movement of Cats, Dogs and
Ferrets. These documents are not acceptable. A representative from Vivint has recently
attempted to contact Ms. [redacted], in an effort to resolve these concerns.  At this time, Vivint is awaiting
documentation from Ms. [redacted], to proceed in reviewing the incident.   If Ms. [redacted] will provide Vivint with a proof
of residency (lease contract, utility bill, employment contract, etc), her request
for compensation will be further reviewed. Ms. [redacted] may email this
documentation to: [redacted]@vivint.com,
or fax it to: ###-###-####, for faster processing.Furthermore, Ms. [redacted] signed a
Purchase and Services Agreement and also participated in a telephonic
Pre-Installation Survey upon installation of his 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
term.  Cancellation without penalty is not warranted 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: ###-###-#### attention
Department 160 - Legal.  Sincerely, Nathan *. W[redacted]

July 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 5, 2013          To Whom It May Concern:In her rebuttal, Ms. [redacted] states Vivint failed to inform her of dangerous equipment in her home. Ms. [redacted] further states when she did have the system in her home she experienced multiple false alarms. Ms. [redacted] again requests the cancellation of her account without penalty. Vivint maintains its stance in regards to this matter. The statement that Vivint left equipment in Ms. [redacted] home that reportedly caught fire is incorrect. Vivint did issue a recall for equipment that was a safety concern; however, Vivint reached out to every customer affected by this recall and made the appropriate arrangements. Vivint’s records indicate the impacted equipment was never installed in Ms. [redacted] home. As such she was not notified of the recall.  If Ms. [redacted] was experiencing false alarm and equipment concerns, she could have contacted Vivint and an appointment to inspect her system would have been scheduled. Vivint records indicate no report was ever made, as such, repair rather than cancellation is the proper course of action. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $463.92; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $208.76. Alternatively, if Ms. [redacted] wishes to continue her service Vivint is also willing to schedule a free appointment with a Vivint field service professional to re-install her equipment. If Ms. [redacted] wishes to take advantage of either of this offer, I would advise her to 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Tell us why here...July 25, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: June 17, 2009            Date of Addendum: November 6, 2014  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, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty. At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account without penalty. Vivint’s records show that on June 17, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. However, Vivint spoke with Mr. [redacted] regarding his alarm service on November 6, 2014. 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 forty-two (42) 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 forty-two 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 above information, 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:
II am glad to hear that I'm am no longer in a contract with giving. And I'm also glad that they took the time to list all of the credits for the last year.. but that only goes to show that their equipment is very faulty and the customer service is just as bad. Thank you Revdex.com for your help with this and I really wish giving would have handled this better that "we apologized " over and over and over again. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response.  I reviewed the response by VIVINT Legal counsel, Mr. Nathan *. W[redacted], and wish to thank Revdex.com for the quick handling of this complaint and the quick reply by VIVINT's legal counsel. VIVINT legal counsel addressed only one issue detailed in my letter.  I feel compelled to mention the VIVINT Survey mentioned by VIVINT's legal counsel, was the point in which I became fully aware of the VIVINT 60 month and 48 month contracts; I was not made aware of these stipulations through their salesman; if the salesman mentioned these points, it was not a focal point nor was my attention drawn to this fact.  But this is not the primary issue.The primary issues, which legal counsel failed to address, involve unreliable equipment and unacceptably long repair technician response times (e.g. customer service.)  Additionally, VIVINT legal counsel states the issues we are experiencing are 'alleged,' an interesting choice of words.  I feel it necessary to point out that I found no image from doorbell camera visible on the main control panel and called the Customer Care representative; the VIVINT Customer Care Representative came to the conclusion our doorbell camera was 'not working properly,' following a lengthy trouble shooting procedure.  The VIVINT representative concluded the equipment was not working properly.  It should be noted that the doorbell camera was the primary reason we decided to invite VIVINT into our home.The primary issues involve unreliable equipment (e.g. the doorbell camera), and the unacceptably long wait times for a VIVINT repair technician.  As stated in my original Revdex.com complaint, on August 20, 2015, we made our first call for service; after conducting exhaustive trouble shooting with the VIVINT Customer Care representative, I was advised the camera was not working properly which required a technician to inspect the equipment; I was advised the first available date a repairman would be available was October 6, 2015, 46 days to wait for a repair technician.  Subsequently on September 25, 2015,  the main control panel was found to be not working (no visible image), which required an extremely long call to the VIVINT Customer Care representative, who instructed me to remove the LCD face of the panel to unplug power sources, etc., which should not be necessary nor should I have to remove multiple screws, LCD panels, etc to reboot/reset this new equipment.   I am not a technician.Waiting 46 days for a response for non-working security equipment is unacceptable and defeats the purpose of installing security equipment.  Additionally,  I conducted a Revdex.com search of complaints involving VIVINT, as well as a Google search involving customer complaints involving VIVINT.  The facts provided by Revdex.com, and the information obtained through an internet search found our issues to be a common complaint regarding the VIVINT doorbell camera, other equipment (e.g. main control panel), and long response times for a VIVINT repair technicians.  Both issues were of concern to us and thoroughly discussed with the VIVINT salesman prior to signing of the contract, and the salesman assured us VIVINT had a very good response time and seldom had issues with their equipment; both of which we have found to be untrue, at least in our case. Since VIVINT's legal counsel apparently chose not to address the equipment reliability and technician response issues, I suspect and fear VIVINT will not or can not, provide the service and equipment as represented by their salesman.  Our experiences with VIVINT confirm our worst fears.Based upon the facts and information provided above, I am convinced VIVINT cannot make this issue 'whole,' and I must unfortunately reject the VIVINT response.  I wish to immediately cancel this contract with no penalty and request a full refund, with return of all VIVINT security equipment.Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the company seems to be content with the fact that I went ahead and spent all day on the phone and emailed back and forth in an attempt to cancel my contract with them. They seem to have no desire to apologize for the level of customer service I received, nor the harassment from their salesman. Saturday afternoon a Vivent technician came to the door to remove the system that had already been removed earlier in the week. The guy who removed the system broke my dead bolt on my front door and installed the lock to my back door upside down. I not only have to purchase a new lock for the front door but I also had to remove and reset the other lock. I also had to pay ADT to come and install my old system since the Vivent technician left wires hanging out of my wall. I am not impressed nor relieved by the response that Vivent gave to this complaint. I hope that in the future they treat their customers better.
Sincerely,
[redacted]

September 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, 2015           To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that Vivint seems to be content with the inconveniences and hardship caused by her negative customer experience.  Ms. [redacted] further alleges that she has had to purchase a new door lock and pay another alarm company to re-install her system due to Vivint’s poor removal of its system from her home.I can assure Ms. [redacted] that Vivint is not content to hear of her negative customer experience, and I apologize for any inconvenience this experience may have caused Ms. [redacted].  Vivint’s records show that, in addition to the payments made by Ms. [redacted] that were refunded to her by her bank, Vivint has sent a refund in the amount of $[redacted] back to the bank account on file. Vivint hopes that these extra funds may assist Ms. [redacted] with the cost of any damages incurred by the removal of Vivint’s system from her home.  If the cost of the damages exceeds this amount, Ms. [redacted] may contact Vivint’s Home Damage department at ###-###-#### to request further reimbursement.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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution to cancel and not charge me for an additional month for service is satisfactory to me.
Sincerely,
[redacted]

August 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 1, 2013          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 was misled by a Vivint representative regarding the term of her System Purchase and Service Agreement (“Agreement”). Ms. [redacted] is requesting that Vivint cancel her Agreement without penalty. Vivint will agree to reduce Ms. [redacted]’s payoff by 50% so that she may cancel her Agreement.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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on May 1, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] 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 $49.99 each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on her Agreement and that Vivint’s representative did not make any promises or commitments which were not written on her Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in her Agreement.   Due to the information above, cancellation without penalty is not warranted. Should Ms. [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $999.80; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 50%, bringing the total payoff amount to $499.90.  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact a Vivint Legal Assistant at ###-###-####.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

September 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted]  Date of Agreement: May 24, 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] explains that she has experienced issues with the service. Ms. [redacted] requests cancelation of her account.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After Vivint has recovered the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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

December 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: May 14, 2013           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 his service has not been active for 19 months. As such, Mr. [redacted] requests cancelation of his account.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been canceled as of December 7, 2016. If Mr. [redacted] has any questions or concerns he can contact the representative who reached out to him 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