Vivint Smart Home Security

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

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

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

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]

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***

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

October 23, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, 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 offered to close her account without any further payments dueMs [redacted] desires the cancellation of the account without penalty and the balance to be brought to zero Vivint’s records indicate that on September 26, 2011, Ms [redacted] signed a Purchase and Services Agreement, representing that she agreed to an initial term of forty-two (42) months of service, and a monthly fee of $ [redacted] during this termThe Agreement states that Ms [redacted] will provide written notice to Vivint days prior to Ms [redacted] desired cancellation date (Section 2.4)Vivint has no record of an offer to waive Ms [redacted] ’s final payment.Vivint received Ms [redacted] Notice of Cancellation on August 17, Vivint’s records show that Ms [redacted] ’s agreement with Vivint was cancelled on September 22, As per the Agreement, Ms [redacted] was invoice for her final bill on September 1, Although the charges are valid, Vivint would like to assist Ms [redacted] Vivint has agreed to waive Ms [redacted] ’s final payment, bring her account balance to zeroIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

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

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***

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]

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 11, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 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 [redacted] ’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

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

June 30, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2013To 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 the representative who offered her the service was clearly a Vivint employee Vivint maintains its stance that this issue is between Sprint and Ms [redacted] , and apologizes for any inconveniences Ms [redacted] has encountered with another companyVivint has partner with Sprint in order to distribute their product, but the phone itself and the service is provided by SprintUnfortunately, Vivint cannot compensate Ms [redacted] for her complaints concerning a separate companyIf 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: [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 30, 2015Revdex.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 respondIn his complaint, Mr [redacted] alleges that he has experienced equipment concerns with his garage door openerMr [redacted] further alleges that Vivint has failed to service the garage door openerMr [redacted] now desires the cancellation of the account without penalty 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 departmentEvery 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 May 9, 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 [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint’s records further indicate, Mr [redacted] notified Vivint of his concerns with his garage door sensor on August 31, A Vivint representative scheduled an appointment for September 15, On September 15, 2015, the assigned Field Service Professional did not show for Mr [redacted] ’ appointmentA Vivint Customer Care agent attempted to contact the assigned Field Service Professional, but received no responseA new appointment with a Vivint Field Service Professional was scheduled for September 17, On September 17, 2015, a Vivint Field Service Professional was dispatched to Mr [redacted] ’ home; The Field Service Professional attempted to troubleshoot the garage door opener, but concluded that the opener needed to be replaced The Field Service Professional did not have a replacement on hand to replaced Mr [redacted] ’ garage opener, and needed to request a replacement be mailed out by VivintOn September 25, 2015, Mr [redacted] contacted Vivint and requested cancellationThe Vivint representative attempted to schedule an appointment, but Mr [redacted] declined the offerVivint believes in repair rather than cancellation is the proper course of action in regards to Mr [redacted] ’ accountCancellation of Mr [redacted] ’ account without penalty is not warranted at this timeIf Mr [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] Alternatively, should Mr [redacted] wish to continue services, Vivint is willing to reduce his monthly rate to $***, plus any applicable taxesVivint will also schedule an appointment to resolve Mr [redacted] ’ equipment concernsIf Mr [redacted] wishes to take advantage of either offer, I would advise him 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***

February 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, To Whom It May Concern:In her rebuttal, Ms [redacted] states that she did inform Vivint of her concerns multiple times, and does not believe she should not have to pay for a system that does not work Ms [redacted] desires for the account to be closed without penalty.Vivint records indicate Ms [redacted] called to inform Vivint of her concerns with the system on January 30, Prior to this, Vivint did not receive a call from Ms [redacted] about her system since October 29, As such, repair rather than cancellation is the proper course of actionAs they stated in their previous response, Vivint is willing to waive the cost of a service visits feeThis credit was applied on February 9, Ms [redacted] may contact Vivint Customer Care department to schedule an appointment to repair the system at 1-800-216-Should Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2,029.71, however Vivint will take 55% off the payoff amount, bringing it to $If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-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 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 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] states that he was overbilled for his Vivint system, and that he has not received a refund of the monies she paid to Vivint Mr [redacted] desires a refund of $and cancellation of his Vivint service Vivint agrees to cancel Mr [redacted] ’s service provided he returns the equipment which was installed in his homeMr [redacted] may contact a Vivint representative to arrange for the removal of the equipment by emailing [email protected]’s records indicate that a refund in the amount of $was processed back to Mr [redacted] ’s card on May 19, 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***

July 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Bobby L [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, To Whom It May Concern:I have reviewed the information provided by MrL [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrL [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrL***’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

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