Vivint Smart Home Security

Revdex.com: I want to make sure that just like they put their equipment up and removed mine that they reinstall my old equipment in the correct working manner it was when they cameI also want paperwork stating that I will be out of contract with them and that I will not owe fees to them Sincerely, [redacted]

September 25, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 15, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In Mr***’s complaint, he explains that he was charged an extra $and has not received a refundMr [redacted] requests that Vivint refund him the amount of $ Vivint has refunded the amount of $to their credit card which they will receive within 7-business daysVivint apologizes for any undue delay or inconvenience this may have caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me that I have absolutely no further obligation to Vivint This is to include no early termination charges Also Vivint agrees to not turn me over to collections for the early termination charges If they do they agree to be liable for any and all legal fees to pursue the matter since they have stated that I have no further obligation to them Sincerely, [redacted]

December 29, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 4, 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 fulfilled the initial term of her Agreement and requested cancellation of her account when she moved from her home, but that Vivint would not cancel her account for thirty (30) daysMs [redacted] desires cancellation of her Agreement as of the day she verbally requested cancellationVivint’s records show that Ms [redacted] signed an agreement with Vivint on June 4, 2008, in which she agreed that service would continue automatically after the initial term of sixty (60) months, unless cancelled in writing no less than days before the next renewal term (System Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on December 22, As such, her service would be cancelled on January 21, At this time, in an effort to assist Ms [redacted] , Vivint will cancel her Agreement, effective immediately Ms [redacted] will not be charged any further for service, and she 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

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

January 20, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: February 17, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges she was unaware of the policy with Vivint regarding military move and special cancellationVivint’s records indicate that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) monthsWhen Ms [redacted] contacted Vivint, Vivint requested corresponding from Ms [redacted] in order to review her account for possible cancellationVivint did not receive these documents until recentlyVivint attempted to assist Ms [redacted] by contacting the collections company, but Vivint is unable to assist Ms***Vivint’s records further show that Ms [redacted] stopped making her full monthly payments after June As such, the account was cancelled for non-payment on October 30, 2013, and was sold to an outside collections agencyMs [redacted] must settle the balance of her account with this outside collections agency at this time.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***

August 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, Date of Addendum: July 17, 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty At this time, Vivint is willing to cancel Ms [redacted] ’s account without penalty Vivint spoke with MsSnyder regarding her alarm service on July 17, 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 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 information mentioned, 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

January 29, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 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 Vivint created a 5-year contract without her consent and will not provide a copy of the contract to her She further states that Vivint’s representative advised that she could cancel service after a year, and that Vivint never installed a thermostat but refused to refund her for it Ms [redacted] desires cancellation of her Agreement without penalty At this time, to assist Ms [redacted] Vivint has reduced her monthly services fee by 40% for the remainder of the initial term This will also reduce the payoff balance of her Agreement by 40% should she wish to cancel prematurely.A copy of Ms [redacted] ’s signed Agreement is being provided with this response 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 May 27, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months, and that she would be responsible to pay the monthly services 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 She represented that she had received a copy of the Agreement and understood her right to cancel as explained on the Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Vivint was not previously notified of any missing equipment from the time of installation However, it should be noted that Ms [redacted] has not been paying for the thermostat function with her system Rather than the $agreed upon at the time of installation, she has only been charged $each month (plus any applicable taxes)Cancellation of Ms [redacted] ’s agreement without penalty is not warranted at this time; however, her monthly services fee has been reduced to $45.59, plus any applicable taxes, for the remaining term of the Agreement If Ms [redacted] wishes to cancel the Agreement by paying off the reduced balance, she may contact Vivint 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

November 4, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, To Whom It May Concern:I have reviewed the information provided by Mrand Ms [redacted] and appreciate the opportunity to respondIn their complaint, Mrand Ms [redacted] states they was unaware that they were not provided with sensors to cover all of the windows in their home at the time of installationThe [redacted] ’s requests for Vivint to waive the cost associated with installing sensors to cover all the windows in their home Vivint’s records indicate that following the installation of the equipment, Mr [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important detailsOur records show that Mr [redacted] completed the required Post-Installation Survey on May 23, During the recorded Post-Installation Survey, Mr [redacted] represented that he was satisfied with the installation of his system, and all equipment listed on his paperwork had been install In addition, Mr [redacted] ’s signed Scheduled of Equipment and Services, which outlined the equipment he would be receiving at the time of installationIf Mrand Ms [redacted] require additional equipment, they have the option to purchase additional sensorsAll equipment installed by Vivint has a life time warranty and will be replaced at no cost if a sensor malfunctions.A representative of Vivint recently attempted to contact Mrand Ms [redacted] in an attempt to resolve this matterDespite the above information, in resolution to this matter, Vivint is willing to offer a onetime discount on addition sensors to the [redacted] ’sVivint is willing to lower the cost of their sensors by 50%If Mrand Ms [redacted] wish to take advantage of this offer, I would advise them to contact Vivint representative directly.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

February 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this representative and Ms [redacted] have agreed upon a resolutionAn appointment has been scheduled to remove the equipmentAfter this appointment, her account will be cancelled and she will have no 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

February 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, 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 to having equipment complications with her security system that have not been resolvedMs [redacted] desires for Vivint to cancel her account without penaltyVivint’s records show a Vivint Field Service Professional was dispatched to Ms [redacted] ’ home on February 25, This Field Service Professional replaced the camera and tested the systemVivint’s records indicate that this matter has been resolved A previously a representative from Vivint has been in contact Ms [redacted] , in an effort to resolve her concernsDuring this conversation, the representative credited Ms [redacted] ’ account one month of serviceTo assist Ms [redacted] , Vivint has agreed to apply an additional credit to her account in the amount of $129.88, which will cover two (2) months of service fees.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 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]

May 18, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, 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 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, [redacted] * [redacted]

May 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 2, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint Vivint’s records indicate that a refund in the amount of $is being sent by check to the address on file, to refund the monies paid to Vivint by Mr [redacted] after he submitted his written notice of cancellation on February 24, I apologize for any undue delay in this process.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 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 9, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative has recently reached out to Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 17, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that Vivint made no mention of reimbursement for monies she paid for service when her system was not working.Vivint’s records show that Ms [redacted] ’s alarm panel was responding to Vivint’s monthly tests until May Ms [redacted] ’s signed Purchase and Services Agreement with Vivint states that it is the customer’s responsibility to test their system regularly and report any problems to Vivint (Section 12) The alarm panel will show alerts when communication is lost, to assist the customer in knowing when there is a problem Vivint was not notified by Ms [redacted] of any issues until August 31, 2015.Vivint calculates system downtime credit from the date Vivint was notified by the customer of the issue until the date the issue is repaired As such, downtime credit warranted in this case is $***; however, Vivint will send a refund to the billing address on file in the amount of $***, to reimburse Ms [redacted] for a month of service Ms [redacted] ’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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

October 12, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 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] states that he was advised by a representative from Vivint that his contract was month-to-month and that there would be no penalty if he wished to cancel, but that he recently called Vivint to cancel and was advised that he was still within the term of his Agreement Mr [redacted] desires cancellation of his Agreement without penalty At this time, Vivint agrees to cancel Mr***’s Agreement without penalty, effective immediately.Vivint’s records show that Mr [redacted] signed a Purchase and Services Agreement on May 1, 2014, in which he agreed to an initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $each month, plus applicable taxes, during that term Cancellation of the Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution 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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: [redacted] < [redacted] >Nov (days ago)to me This issue has not been resolved but am working with Vivint to resolve itI will let you know when it has been completedThank you, [redacted] Sent from my iPhone Sincerely, [redacted]

September 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, 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 attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionMr [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

May 18, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: 9/1/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 has been waiting for three (3) weeks for her front door sensor to be repaired or replaced by Vivint.A 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 [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, [redacted] * [redacted]