Vivint Smart Home Security

September 16, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 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 his air conditioning will no longer turn on after a Vivint technician visited his homeMr [redacted] desires Vivint to cover the expenses of an HVAC technician so the appropriate repairs can be madeVivint’s Home Damage department has agreed to send an HVAC technician to Mr***’s homeA representative from Vivint’s Home Damage department will reach out to Mr [redacted] to discuss this matter furtherIf 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 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

July 7, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Mike U [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by MrU [redacted] and appreciate the opportunity to respondIn his complaint, MrU [redacted] alleges that he has Vivint’s wireless internet service, and that the service has recently been down for weeks at a time MrU [redacted] further alleges that he cannot get a service visit scheduled within a week of his requests MrU [redacted] desires six (6) months of free internet service to compensate for the unreliable service.Unfortunately, Vivint Wireless is unable to locate an account with the information given by MrU*** A representative from Vivint Wireless has recently attempted to contact MrU [redacted] by calling the phone number provided on this complaint, in an effort to resolve these concerns I would advise MrU [redacted] to contact Vivint Wireless at [redacted] , for resolution of this matter.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***

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]

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

January 18, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, 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 due to her mother’s illness she is unable to properly use the system, and Vivint is not willing to assist her without a password her mother is unable to recallAs a result, Ms [redacted] has now stopped payments to Vivint and has now received collection noticesMs [redacted] desires the cancellation of her mother’s account and the removal from collectionsA representative from Vivint has recently been in contact with Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is currently waiting on Ms [redacted] to provide documentation as to the diagnosis of her mother’s illnessUpon receipt of this documentation Vivint will review the account for cancellationMs [redacted] has been provided with a Vivint representative’s direct contact information and may provide the requested document to this representative for faster processingIf 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Timothy S***

February 10, 2017Revdex.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] states that she was misled by a Vivint representative regarding the term length of her Agreement, that she was promised but has not received a credit for the customers she referred to Vivint, and that Vivint has refused to address her equipment problems Ms [redacted] desires for her Agreement term to be two (2) years, referral credit, and for Vivint to repair her garage door sensor At this time, Vivint has applied a credit to Ms***’s account in the amount of $141.98, to cover two (2) monthly service fees Vivint is also willing to send a technician to Ms***’s home at no charge to her, to address any concerns she may have with the system 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 June 4, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months and the monthly services fee of $70.99, plus any applicable taxes, during that term Vivint relied on Ms***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Reduction of the Agreement term is not warranted at this time.Vivint has no record of Ms [redacted] reporting her referrals or her issue with the garage door sensor to Customer Care; however, Vivint agrees to the above resolution Ms [redacted] will not be charged for service in March or April, and she may contact Vivint’s Customer Care department at 1-800-216-to schedule her service visit.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 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

October 20, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that his service was supposed to have been cancelled in April of 2016; however Vivint did not receive his notice of cancellation until October and in turn the account was sent to collectionsMr [redacted] requests that Vivint remove his account from collections In an effort to assist Mr***, Vivint has agreed to remove his account from collections Vivint’s records confirm that Mr***’s notice of cancellation was not received until October 9, 2016, two months after the account was written off Despite the information mentioned, 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) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:We received no communication regarding our cancellation, nor did you provide any Resolutions that would be convenient for us the customerYou sold and installed your product on a Saturday but refused to service your product on a weekendOur neighbors have been warned about Vivint when they reached out to us about how we liked the companyi have many emails from someone at your company that shows how incompetent the employees areI have been given the run around since day oneThat should have been a red flagThe product is a good concept and we would have probably benefited from it if it would have worked properlyAll we asked for was for it to be serviced and by serviced I don't mean all the times we reset itI stopped payment because nothing communicated with each otherThe thermostat never communicated with the home pad and everything always threw alarmsIt got to the point where we had to disconnect everything because the alarms were scaring my children Sincerely, *** And [redacted]

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 2012To 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 had requested for cancellation of service and termination of the agreementMs [redacted] further alleges that she sent in a written expression of cancellation and her military orders which was dated October 15, Ms [redacted] desires a full refund for the serviceVivint aims to keeps military families safe, and in instances where a Vivint customer is being relocated due to military orders, Vivint will gladly accommodate the service member in order to make a smooth transition to a new locationIf a Vivint customer receives military orders that will require the customer to relocate outside of the United States or onto a military base within the United States permanently or for a period greater than days, the customer must contact Vivint and request a special cancellationThe customer must send a written notice of cancellation, and submit it along with documentation showing that the customer will be stationed on-base or outside of the countryOnce Vivint has received valid documentation to support the claim for special cancellation, Vivint will cancel the account, cease all billing, and discontinue services.Vivint’s records indicate that Ms [redacted] had not notified Vivint, nor sent in the necessary paperwork at the alleged timeAs such, services remained active and billing continued Recent records demonstrate that the proper paperwork for cancellation has now been submitted and receivedVivint understands the financial burden of the situation and based upon Ms [redacted] ’s representations – and in an effort to resolve this dispute – Vivint has agreed to cancel the service and agreement and will refund Ms [redacted] an amount of $ [redacted] in the form of a check to the address on file.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]

February 2, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 26, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual 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

November 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: December 4, Date of Addendum: July 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] states that her equipment was never servicedMs [redacted] further states the one representative she had come to her door was a sales representative who renewed her Agreement for a lower monthly rateMs [redacted] now is experiencing equipment issue, but Vivint has not sent a service technician to her homeShe desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve these concernsAt this time, Vivint is willing to waive the extension of Ms***’s Agreement and cancel her accountVivint’s records show that on December 4, 2012, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] regarding his alarm service on July 1, Ms [redacted] represented that she was interested in extending the term of his agreement in exchange for a lower monthly service fee Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreedIndeed, 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 VivintDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to VivintShe may contact Vivint’s representative if she has 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

February 1, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 13, 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 a Vivint technician failed to arrive for an appointment to install a security system in his new homeMr [redacted] desires a refund of $3,000.00Vivint’s records indicate that an appointment was scheduled to install a system in Mr***’s new home on January 22, Due to unforeseen circumstances Vivint’s technician was unable to complete this appointmentA text message was sent to a phone number which Mr [redacted] indicated was a mobile number at the time of installation on January 19, stating that the appointment needed to be rescheduled and presented an alternate appointment dateVivint remains willing and able to reschedule to install security equipment in Mr***’s new home following his move.Cancellation of Mr***’s Agreement without penalty is not warranted at this time, and no refund is warranted Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1671.78; however, in an effort to assist MrPrez, Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ Alternately, if Mr [redacted] wishes to have the system installed in his new home and continue service Vivint is willing to reduce his monthly rate by $for the remainder of his initial term If Mr [redacted] wishes to take advantage of either of these offers, I would advise him 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

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 meBut I still believe that I should not have to pay for this month since it didn't function for almost weeksI should be given a break Sincerely, [redacted]

November 9, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 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 attempted to contact Ms [redacted] in an effort to resolve her concernsMs***’s account has been cancelled and she no longer has any obligation to VivintMs [redacted] may contact Vivint’s representative if she has any additional questions or requests 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 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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 requested cancellation of his account prior to the end of his initial term, and that Vivint continues to bill him for serviceMr [redacted] desires cancellation of her agreement without penalty.At this time, Vivint agrees to cancel Mr [redacted] ’s Agreement without penalty, effective immediately.Vivint’s records show that Mr [redacted] signed an agreement with Vivint on June 25, 2016, in which he 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 has yet to be provided by Mr [redacted] .Despite the validity of this information, 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) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 19, 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:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges her husband was medically discharged from the military and requested cancellation of the account, but Vivint kept the account activeAs a result she was unable to pay and the account was sent to the collectionsMs [redacted] desires Vivint contact the collection agency and resolve this matterVivint’s records show 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) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that termMs [redacted] contacted Vivint on August 22, 2013, to request cancellation of her account due to a military moveDuring this conversation with a Vivint representative, Ms [redacted] was informed on the options she had to either move the system with her or provide documentation she was moving out of Vivint’s service area (this includes on base military housing)Vivint did not receive any documentation to properly review the account, so the account remained activeVivint’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 agencyHowever a Vivint representative has recently been in contact with Ms [redacted] and is in the process of resolving this matterIf Ms [redacted] requires any additional assistance, she may contact that 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***