Vivint Smart Home Security

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 Vivint has agreed to cancel my contract with no fees Sincerely, [redacted] ***

January 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 5, 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 a resolution has been reached between Vivint and Ms [redacted] in this matter Ms [redacted] may expect her return box in 7-business days, and following the return of the equipment, Ms [redacted] will have no further obligation to Vivint Ms [redacted] may contact Vivint’s representative directly with any further 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

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 was contacted by a "Customer Service Manager" She was able to arrange a service appointment for me in an acceptable amount of time The service tech did show up when expected He did extensive work to correct all of the issues that resulted from a very poor install I am satisfied with the operating condition of my system at this time and agree that a months credit for loss of service is fair I do hope for the future success of this company that they correct the issues with their service appointments and use more qualified personnel to perform the installs Sincerely, [redacted] ***

June 26, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 6, Date of Addendum: October 30, 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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on September 6, 2012, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement would have lapsed on March 6, However, Vivint spoke with Ms [redacted] regarding her alarm service on October 30, 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 in exchange for a $credit to her billing account, 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 thirty-six months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintCancellation of Mr [redacted] ’s agreement without penalty is not warranted at this time Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $674.85; however, because of the misunderstanding, I would be willing to lower Mr [redacted] ’s payoff amount by 55%, bringing the total payoff amount to $ 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 9, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint apologizes for any inconveniences that may have arisen from the situationHowever, Vivint will not be altering the standard monitoring procedures and will be making no further offers at this timeIf 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

December 4, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 10, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn his complaint, Ms [redacted] states that she was misled by a Vivint representative regarding the technical capabilities of her security system She states that she was told by a Vivint representative that the security system did not require WiFi to operateShe requests cancellation of her Agreement with no penalty.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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on September 10, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $each month during that term Further, Ms [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 Ms [redacted] ’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement Pursuant to the Agreement which Ms [redacted] signed, wireless internet may be required for portions of her security system to function properly and it is her responsibility to provide internet servicesAs such cancellation of her Agreement is not warranted.Should Ms [redacted] desire to cancel her account her payoff amount would be $In an effort to assist Ms [redacted] Vivint is willing to reduce this buyout amount by 60% to $Alternatively, Vivint is willing to lower Ms [redacted] ’s monthly rate by $for the duration of her initial termShould Ms [redacted] wish to take advantage of either of these offers she should contact Vivint’s Customer Loyalty department at (800) 216-ext5020.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***

Complaint: [redacted] I am rejecting this response because:Again, Vivint is failing to understand the situationThe HVAC technician was doing his job by testing the issueAs clearly stated, the issue had already occurred which is why the breaker tripped in the first placeI had contacted Vivint well before I contacted the HVAC company and Vivint told me that it wasn't an issue with the thermostat it was the HVAC systemThe HVAC company came out to then find the damages that were caused by the thermostatI honestly cannot believe this company is willing to damage someone else's home and try and stick them with the billI have three sources that states my home was in perfect condition prior to that thermostat being installed and if I have to proceed further with legal action I will do soI've clearly laid this out for themThey are sticking to the fact that the thermostat doesn't have watt capabilities, when their own technician told me that when the power is not cut to the unit upon install of the thermostat, it sends multiple signals to the board which can indeed cause it to frySo if their own tech is stating this and they are denying it, then there is some miscommunication going on within the companyAs I stated, the system stopped working before the HVAC specialist came out and I called Vivint firstThey are the ones who told me to call the HVAC companyThe thermostat had messed up the system well before the HVAC guys got thereIt's hard to belief that Vivint can continue to argue this when you can clearly see there is an issue with the thermostat by the hundreds of complaints being very similar to mineI stand by my resolutionI want my contract cancelled and I want compensation of $for the damages caused to my homeI have no problem requesting the reports from the home builders and my home inspector on the approval that my unit was perfect upon me moving into this home Sincerely, [redacted]

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 Sorry for not respond to this in a timely mannerI did get it resolved and is taken care of.Thank you for your help Sincerely, [redacted] ***

August 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 30, 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 had a doorbell camera installed but it never worked, and that he had his service changed but his doorbell has not yet been restored to its original stateMr [redacted] states that he has requested that an electrician be sent to his home, but that Vivint has not resolved the issue with him Mr [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty, or credit for the months of service he was not receiving and credit for electrician charges At this time, Vivint has applied a credit of $to Mr***’s billing account, to cover a month of service The portion of Mr***’s monthly service fee for the doorbell camera is $5.00, which he paid for seven (7) months before having the doorbell camera replaced with an indoor camera As such, downtime credit for the doorbell camera would be $35.00; however, Vivint has applied a full credit of $59.99.Vivint’s records indicate that Mr [redacted] notified Vivint of his problems with the doorbell camera, and that Vivint’s Claim Resolution department had his transformer replaced through a third party contractor on February 11, An additional claim for the doorbell was opened on June 6, 2016, and a representative from Vivint attempted to contact Mr [redacted] in an effort to provide repair or a settlement Vivint’s representative attempted to contact Mr [redacted] via phone and email until July 11, and received no response since June 8, This representative will reach out to Mr [redacted] via phone and email again in order to resolve this matter Pursuant to the signed Agreement of November 30, 2015, Mr***’s service has an initial term of forty-two (42) months and cancellation of the Agreement without penalty is not warranted at this time However, Vivint agrees to the above resolution and will again attempt to contact Mr***.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***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 meTheir resolution was communicated to me by phone on June I am currently waiting on an email confirmationThey resolved the issue to my complete satisfaction Sincerely, Teresa [redacted]

March 8, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, To Whom It May Concern:I have reviewed the information provided by [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***’s 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

August 4, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 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***’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

December 18, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he was charged an extra $by Vivint after the installation of his alarm system that was not agreed to Mr [redacted] desires free service for the remainder of his Agreement term, and the best package deal available Vivint’s records indicate that a refund in the amount of $is being sent back to the credit card on file for Mr***, to refund the additional monies he paid to Vivint Vivint has also applied a credit to Mr***’s account to cover two months of service, for any inconvenience he may have experienced Free service for the remainder of the contract term, however, is not warranted.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***

January 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond As previously stated, Vivint has offered to replace the motion detectors with a different piece of equipmentThis offer is still available to the ***s if they would like to consider different options Additionally, if Ms [redacted] would still like to cancel her Agreement, she may pay off the remainder of her Agreement or have a friend or family member take over the Agreement 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

June 2, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 29, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint he explains that she has experienced issues with the serviceAs such, Ms [redacted] requests that an executive contact her to present a resolution.Vivint’s records indicate that Vivint attempted to get a technician to Ms [redacted] ’s home as soon as possibleAs it states in sections 5: Repair Service of Ms [redacted] ’s System Purchase and Services AgreementVivint’s records further indicate that a technician was at Ms [redacted] ’s home on May 24, 2017, to fix the issues Ms [redacted] had been experiencingBecause of this Vivint considers this issue resolvedIf Ms [redacted] has any other questions or concerns she may contact Vivint’s Customer Care Department.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 24, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 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 been experiencing multiple equipment issues and that Vivint charges a $fee for a technician visitShe is requesting that the equipment be serviced at no charge, or immediate cancellation At this time, Vivint is willing to provide a month of free service to compensate for any inconveniences that Ms [redacted] has encountered, as well as one free technician appointment to ensure the equipment’s functionalityVivint’s records indicate that on June 5, 2016, Ms [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of forty-two (42) monthsBy signing this Agreement, Ms [redacted] represented that she understood and accepted all the terms contained within the contractAs stated in the contract, Vivint does not warrant that the System cannot be compromised or that it will always operateHowever, Vivint does guarantee technical assistance over the phone or via a service appointmentThe Agreement further states that after the initial one hundred and twenty (120) days following installation, the customer will pay a visit charge for each service call at the then-prevailing visit feeThat fee is currently $Due to the above information, Vivint is willing to provide one month of free service and one free technician appointmentMs [redacted] may contact Vivint’s representatives to schedule the appointment at her convenienceIf 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

Hello,The response from the company is directed to the Revdex.comI would be willing to accept a complete system (intAnd extcameras, glass break sensor, window and door sensors etc) and a credit for monthly services with a different installer (company) than the one who failed to complete this order Thank you Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: THIS COMPANY IS SENDING THE SAME RESPONSE EACH TIME! I REPEAT I REJECT THIS OFFER! IF THIS IS NOT CANCELED I WILL LET PEOPLE KNOW HOW AWFUL THIS COMPANY IS! THERE IS YELP AND SOCIAL MEDIA! HOW HORRIBLE THAT THEY WON'T ACCEPT RESPONSIBILITY FOR HORRIBLE EQUIPMENT!!! Sincerely, [redacted]

March 7, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 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 requested cancellation of her account prior to the end of her initial term, and that Vivint continues to bill her for serviceMs [redacted] desires a refund of the past due balance she paid to Vivint to cancel services and for her account to be cancelledVivint’s records show that Ms [redacted] signed an agreement with Vivint on June 19, 2013, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on February 4, Ms [redacted] ’s account has been cancelled, and she has no further obligation to Vivint In an effort to assist Ms [redacted] , Vivint is willing to refund $Ms [redacted] indicated that she had moved and Vivint is unable to process this refund without her new address or bank informationA Vivint representative has attempted to contact Ms [redacted] to obtain that informationShe may contact the representative directly to provide the necessary information.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***

Complaint: [redacted] I am rejecting this response because:I am willing to settle for half the proposed amount, which would be $ If that is not acceptable, I will not negotiate further with you I have already informed my bank to cancel/deny any future payments or request for payment to Vivint If you send me to collections I will dispute it, and you can take me to court at that point Best of luck and happy holidays Sincerely, [redacted]