Vivint Smart Home Security

September 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account # 1: [redacted] Vivint Account #2: [redacted] Date of Agreement #1: June 7, Date of Agreement #2: June 4, Date of Verbal Extension #2: June 9, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, she explains that a Vivint Representative extended her Agreement on her home account under the condition that her rental property account would be cancelledMs [redacted] is requesting for Vivint cancel both accounts without penalty.Vivint’s records show that on June 4, 2012, Ms [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint, with an initial term of forty-two (42) months As such, the initial term of the Agreement would have lapsed on January 3, However, Vivint spoke with Ms [redacted] regarding her alarm service on June 9, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement if Vivint would cancel her second account at the rental propertyMs [redacted] was instructed to send in a written notice of cancellation to cancel the rental property accountVivint offered a sixty (60) month extension with a six (6) month credit towards her home account, to which Ms [redacted] agreed to extend the term of her AgreementIndeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today No other provisions of your Agreement have been changed and this amendment constitutes the new Agreement between you and VivintVivint’s records show that a notice of cancellation was not received for the rental property account until September 6, Despite the above information, Vivint will cancel both of Ms [redacted] ’s accounts without penaltyMs [redacted] has no further obligation to VivintIf 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

October 28, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 13, 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] ’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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 12, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 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 has experienced equipment complications with his security system that have not been resolvedMr [redacted] desires cancellation of his Vivint agreement without penalty Cancellation of Mr [redacted] ’s agreement without penalty is not warranted at this time I have credited Mr [redacted] ’s account for a free month of service Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge.Vivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on June 15, with an initial term of forty-two (42) months, a monthly services fee of $65.99, plus any applicable taxes, during that term, and a total equipment fee of $Section of this Agreement states:After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxesAll charges for repair service are due and payable upon completion of the service call, and you agree to pay the same.Should Mr [redacted] wish to accept Vivint’s offer of a free service visit, he may call Customer Care at 1-800-216-to schedule an 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 18, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint, he explains that while the system was being installed the technician caused damage to his homeAs such, Mr [redacted] requests that Vivint cover the cost or repairs of his home.Vivint records indicate that Mr [redacted] was working with a Vivint Claim Resolutions Manager to resolve this issueVivint’s representative sent Mr [redacted] a Release and Settlement Agreement that states: “Upon receiving a signed copy of this Release and Settlement Letter Agreement (“Letter Agreement”), Vivint will hire a contractor in your behalf to repair and Vivint-caused damages.” Mr [redacted] informed Vivint’s Claim Resolutions Manager that he would not sign that agreementVivint is willing to cover the cost of repairs for Mr [redacted] However, Vivint cannot proceed to resolve this issue without a signed Release and Settlement AgreementIf Mr [redacted] would like to move forward with resolving this issue he may contact the Claim Resolutions Manager that he was working with and provide a signed copy of the Release and Settlement 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

May 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, Date of Addendum: July 1, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn 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 her agreementMr [redacted] desires cancellation of his agreement without penalty.A Vivint representative recently attempted to contact Mr [redacted] via email to resolve his concernsVivint’s records show that on May 5, 2011, 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 in November However, Vivint spoke with Mr [redacted] regarding his alarm service on July 1, 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 VivintDespite these facts, Vivint agrees to cancel Mr [redacted] ’s agreement as of May 9, without any chargesMr [redacted] no longer has any obligation to VivintIf Mr [redacted] has any questions or concerns he may contact the Vivint representative who reached out to him.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

August 3, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he has had issues with the sales representative as well as canceling the accountMr [redacted] desires his account to be canceled.A 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] ’s satisfactionMr [redacted] ’s account has been canceled as of August 3, 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

October 16, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was misled by Vivint’s sales representative regarding the terms of her Agreement Ms [redacted] recently moved from her home and has been unable to cancel her Agreement Ms [redacted] desires cancellation of her Agreement without penalty, a refund of three (3) months of service she was told would be free, and a refund of her payment for service in September Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement, in which she represented that she understood and agreed to the initial term of forty-two (42) months, and that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Ms [redacted] also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system in which she represented that her sales representative had not made any promises to her that were not written on the signed AgreementVivint relied on these representations to ensure that Ms [redacted] understood the terms of her Agreement Cancellation of the Agreement without penalty is not warranted at this time.I have applied three (3) months credit to Ms [redacted] ’s billing account to assist her at this time Should Ms [redacted] wish to cancel her agreement prematurely rather than move the system or transfer the account to a third party, her payoff amount (after the applied credit) would be $ [redacted] ; however, Vivint is willing to reduce the payoff amount by 40%, bringing the total payoff amount to $ [redacted] If Ms [redacted] wishes to take advantage of this 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 – LegalSincerely, Nathan *W***

January 19, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently been in contact with Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [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: ###-###-####, 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 The complaint against Vivint has been resolved Vivint has agreed to remove my account from collection and also agreed that they would not seek compensation in the future for the disputed sum 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 Looking forward to Vivint better their relation with me Sincerely, Benge W [redacted]

April 14, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondMs***’s Vivint account has been terminated effective immediatelyAdditionally, a refund has been issued in the amount of $to Ms***’s checking account ending in ***.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

August 16, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 22, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfaction Following a scheduled appointment for equipment removal on August 25, 2016, Mr [redacted] will have no further obligation to Vivint and will be refunded his payment.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

October 7, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 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 his sales rep has misrepresented his AgreementMr [redacted] desires cancellation of his AgreementVivint’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 June 11, 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 $ [redacted] 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***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Due to Mr***’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this timeHowever in an effort to assist Mr [redacted] Vivint will agree to cancel his Agreement for 50% off the total purchase amountMr***’s total contract payoff amount is [redacted] Mr [redacted] may cancel his Agreement for $ [redacted] If Mr [redacted] desires to take advantage of this offer he may call into Vivint to begin the cancellation processIf 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***

September 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, 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 that one of her sensors was inactive for a yearMs [redacted] is requesting a credit to their account that will cover the inactive sensor In an effort to assist Ms [redacted] , Vivint has agreed to apply a two-month credit on her account If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

August 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Melinda S [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 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 contacted MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS [redacted] ’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: [redacted] , attention Department – LegalSincerely, Nathan *W***

July 25, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 25, 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 concernsIt has been agreed that Vivint will immediately cancel the account and Ms [redacted] will be under no further obligation to VivintVivint’s records indicate that this matter has been resolved to Ms***’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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 5, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Reginald M [redacted] Vivint Account #: [redacted] Date of Agreement: November 21, To Whom It May Concern:I have reviewed the information provided by MrM [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mrand MsM [redacted] in an effort to resolve these concernsVivint’s records indicate that this matter has been resolved to MrM [redacted] ’s satisfaction Vivint appreciates the feedback given by MrM [redacted] regarding his experience with customer service.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***

February 10, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: December 1, 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 is in the process of being resolved to Ms***’s satisfactionIf Ms [redacted] needs any further assistance, she may contact Vivint’s representative directlyIf 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 22, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he requested cancellation of his account prior to the end of his initial term, and that Vivint continues to bill him for serviceMr [redacted] desires a refund of the monies he has paid to Vivint in March and April, and for his account to be cancelledVivint’s records show that Ms [redacted] signed an agreement with Vivint on August 17, 2011, 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 March 24, 2015, and her account was invoiced for the last month of service on April 1, A representative from Vivint has contacted Ms [redacted] , in an effort to resolve these concerns Ms [redacted] ’s account has been cancelled, and she has no further obligation to Vivint In an effort to assist Mr [redacted] , a check in the amount of $ [redacted] is being sent to the mailing address on file, to refund the last month’s paymentIf 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, [redacted] * [redacted]

July 31, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 19, 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 did not renew his contract with VivintMr [redacted] requests that Vivint change his contract term length back to three years At this time, Vivint is willing to lower Mr [redacted] ’s term length down to three yearsMr [redacted] ’s contract will end on December 17, 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