Vivint Smart Home Security

Complaint: [redacted]
I greatly appreciate the Revdex.com involvement in this issue as it has proven difficult to contact customer service management at Vivint. I have contacted the business multiple times in the past two weeks and althought I was assured that a supervisor or regional manager would return my call, I have yet to receive contact from a manager. I am pleased that Revdex.com involvement has gained the attention of the business.I reject the Vivint response as it fails to correct the issues that I have been burdened with as a result of poor Vivint parts and services. I fully understand that I did take a Vivint survey upon installation of my security system. I did respond in the affirmative that I understood the contract and that early cancellation would result in penalties. I contend that the contract has been materially breached by Vivint due to failure to install working security equipment as outlined in our agreement. Therefore, the contract should be cancelled with no penalty to me. At this point I do not seek damages for failed equipmemt/services, but may reconsider if the issue is not resoved expediently.The faulty Vivint equipment has caused my overhead garage door to open without my knowing. In several instances this left my home, family, and valuables vulnerable and unsecure. This is clearly contrary to the security goods and services promised to me in my agreement with Vivint. My family and I have provided ample opportunity for Vivint to access our home to repair the system. Details are provided below, some of which Vivint failed to outline in their response to Revdex.com.I am disappointed to see the response from Vivint failed to outline that the first customer service appointment was scheduled for a technician to visit my home on September 2nd. At that appointment the technician did arrive during the scheduled time and diagnosed that the Vivint garage remote was faulty and needed to be replaced. He did not have the part on hand and we scheduled another appointment for when the part would be available. The follow up repair appointment was scheduled for September 15th. The technician did not show up and did not call. When we did talk to Vivint another appointment was scheduled for September 17th. The technician arrived late and again did not bring the replacement garage door remote that was needed. As such, another follow up was scheduled for September 19th. The technician did not show up and never called about that missed appointment. When I discussed this with Vivint Customer service they said they needed to send one more technician to the house before cancelling the contract. When I asked why the first two visits did not properly diagnose the problem the representative told me the technician did not take adequate notes so another diagnosis was needed. This is unacceptable and Vivint has been given enough opportunities to diagnose and repair the issue.The following week, I made several calls to Vivint Customer service. I requested to speak to a manager about cancelling my contract because the system that I had on contract was not working and Vivint failed to repair it despite several attempts on our part. Each time I called I was told a manager would be calling me back to discuss. It has been nearly two weeks and no one has called. Hoping this message reaches Vivint as working through Revdex.com is clearly the only way to contact a Vivint Customer service manager that is empowered to discuss contract cancellation. The offer of a 25% discount is unsatisfactory and I still seek cancellation with no penalty to me.
Sincerely,
[redacted]

August 31, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:  August 8, 2016 To Whom It May Concern: I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In their complaint, Mr. and Ms. [redacted] state that they had a negative experience with Vivint’s sales representative and that they have remaining damage to their home from Vivint’s installation.  Mr. and Ms. [redacted] desire compensation for the new doorbell and thermostat they had to purchase, as well as the cost of having their previous alarm system re-installed.  They also claim that they have not yet received their refund of monies paid to Vivint.Vivint’s records show that Mr. and Ms. [redacted] requested cancellation within their Right of Rescission period, and the account was cancelled.  A refund in the amount of $154.25 was processed by Vivint back to the credit card on file on August 22, 2016.At this time, Vivint will send a check in the amount of $100.00 to the mailing address on file, to assist Mr. and Ms. [redacted] with any fees related to re-installation of their previous alarm system. Vivint’s Claim Resolution department may review any receipts or pictures Mr. and Ms. [redacted] have regarding damage to their doorbell and thermostat and purchase of new ones.  Mr. and Ms. [redacted] may send pictures and receipts to: [email protected], and a representative will contact them to follow up on the claim.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-#### attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 25, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 25, 2015                                                   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 was informed by his sales representative that he could cancel his account at any time. Mr. [redacted] further explains that he has lost his home and can no longer use the system. Mr. [redacted] requests cancellation of his account.   At this time, Vivint is willing to cancel Mr. [redacted]’s account.   However, 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 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on May 25, 2015.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $74.99 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.     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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

December 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 2014          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] states she has requested cancellation of her account but Vivint has not respond, and continues to charge her for the service. Ms. [redacted] desires for the account to be cancelled, and for Vivint to stop charging her for returned payments. A representative from Vivint has recently been in contact with Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to remove the payment information to prevent further returned payment fees, however Ms. [redacted] is still responsible for the remainder of her agreement. Vivint did receive Ms. [redacted] request for cancellation, however the account is not eligible for cancellation as of this moment. Vivint’s records show that on June 30, 2014, Ms. [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 does not end until December 30, 2017. If Ms. [redacted] wishes to cancel the service prematurely, she may payoff the remainder of the agreement. This balance is currently $752.85. Despite the above information, in resolution to this matter, Vivint will remove the payment information from the account to prevent further ‘return payment’ fees from accruing. The account will remain active and Ms. [redacted] is still responsible for the monthly service fee and any past due amount. If Ms. [redacted] would like to pay off the account, she may contact Vivint’s Customer Loyalty department at 1.800.216.5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, 2014           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 feels he was misled by his Vivint representative about the terms of his System Purchase and Service Agreement (“Agreement”). Mr. [redacted] requests cancellation of his Agreement without penalty. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1781.67; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 50%, bringing the total payoff amount to $890.83.  Alternately, Vivint will offer to reduce Mr. [redacted]’s monthly rate by $10.00 for the remainder of his initial term if he wishes to continue with his current Agreement.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact a Vivint Legal Assistant at ###-###-####.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 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on May 29, 2014.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 $53.99 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.   Cancellation of the Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution.  Mr. [redacted] may contact Vivint’s representative to accept one of the offers.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: November 17,...

2014           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] via email in an effort to resolve her concerns. Vivint confirms that there are only a few months left in Ms. [redacted]’s initial term, and there is currently a credit of $95.77 on her billing account.  Vivint is willing to either cancel the remainder of the Agreement with a written notice from one of the account holders, or to continue the service on a month-to-month basis using the credit to cover February’s and part of March’s payments.  Ms. [redacted] may contact Vivint’s representative directly to discuss these options.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Reynaldo P[redacted]  Vivint Account #: [redacted] Date of Agreement: February 7, 2013          To Whom It May Concern:In his rebuttal, Ms. Maria P[redacted] declined the offers previously made to Mr. P[redacted]. Vivint maintains its stance in the case of Mr. P[redacted]’s account. Vivint’s records indicate that Vivint representatives have made multiple attempts to reach out to Mr. P[redacted] about this matter, but the representatives have not been able to make contact with him. Cancellation of Mr. P[redacted]’s account without penalty is not warranted at this time. Vivint is willing to schedule an appointment to move Mr. P[redacted]’s system to his new home, and provide Mr. P[redacted] a credit for system down time. Alternately, if Mr. P[redacted] desires to cancel his account prematurely, Vivint is willing to offer a reduced payoff of 25% off. Mr. P[redacted]’s payoff would now be $[redacted]. If Mr. P[redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at [redacted].If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[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. Megan from the Vivint legal department was very helpful, and I appreciate her willingness to resolve the issue. 
Sincerely,
[redacted]

May 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, 2016          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] states that he was misled by a Vivint representative regarding the term of his agreement. Mr. [redacted] desires cancellation of his Agreement without penalty.Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on April 26, 2016 with an initial term of forty-two (42) months, a monthly services fee of $60.99, plus any applicable taxes, during that term, and a total equipment fee of $2,561.58. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason, and this period is extended for elderly customers.   Vivint’s records indicate that Mr. [redacted] signed a Schedule of Equipment and Services. The purpose of this document is to verify with the customer the Vivint equipment being installed in the home. Mr. [redacted] signed a Schedule of Equipment and Services on April 26, 2016.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1768.71; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 25%, bringing the total payoff amount to $1326.53.  Alternately, Mr. [redacted] has been granted a reduced monthly rate by $10.00 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 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]             Vivint Account #: [redacted] Date of Agreement: August 8, 2016        ...

  To Whom It May Concern:I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. His Vivint system has been cancelled effective immediately. Vivint has refunded the billing account on file in the amount of $86.66If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 22, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Erwin [redacted] E[redacted]  Vivint Account #: [redacted] Date of Agreement: February 24, 2011           To Whom It...

May Concern:I have reviewed the information provided by Mr. E[redacted] and appreciate the opportunity to respond. In his complaint Mr. E[redacted] alleges that Vivint is unable to work with him to find a suitable appointment. A representative from Vivint has recently attempted to contact Mr. E[redacted] in an effort to resolve his concerns. Vivint will work with Mr. E[redacted] to find an appointment that fits his schedule. I would advise Mr. E[redacted] to call into Vivint to let the Scheduling department know his preferred dates and times for a technician to go out to his home. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

July 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Christopher H[redacted] Vivint Account #: [redacted] Date of Agreement: May 2, 2013           To Whom It May Concern:I have reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that Mr. H[redacted]’s account will be cancelled without penalty following the removal of the Vivint equipment. Mr. H[redacted] currently has an appointment scheduled for July 20, 2015. Vivint is looking for sooner appointments and will contact Mr. H[redacted] when one becomes available. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 2008           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, 2017           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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that a full refund was sent to Ms. [redacted] via check and that she will be receiving the refund within 7-10 business days.Vivint apologizes for the difficulty that Ms. [redacted] has encountered in getting the system removed. In an effort to expedite this process, Vivint is willing to cater an appointment to Ms. [redacted]’s personal schedule, or send her a box and pre-paid label so that she may mail the equipment to Vivint at her earliest convenience. Vivint requests that Ms. [redacted] respond to the Vivint representative’s email or call them at 801-229-6506 in order to take advantage of these options.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: May 14, 2015           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] states that his alarm system went off and he called his wife at home and she confirmed their alarm was not going off. Mr. [redacted] states that he is dissatisfied with his security system because he feels it is not working properly and wishes to cancel his System Purchase and Service Agreement (“Agreement”) without penalty. Vivint will lower Mr. [redacted]’s contract buyout by 50%. Vivint’s records indicate that Mr. [redacted] signed his Agreement on May 14, 2015 for sixty (60) months. By signing his Agreement, he agreed to the following clauses in his Agreement. Section 3: Our Limited Liability “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.”Section 12: Customer Duties “You will test the System’s protective devices and send test signals to the center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify us.”Vivint’s records show that Mr. [redacted] has not contacted Vivint about the problems he has been having with his security system. Vivint’s records further indicate that the most previous alarm triggered was disabled at home by putting in the pin and Vivint verified it was a false alarm.At this time, Vivint feels repair rather than cancellation is recommended. Should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $3,009.57; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 50% bringing the total payoff amount to $1504.78 If Mr. [redacted] wishes to have a technician fix the system he may contact a legal assistant to schedule an appointment at (801) 221-6728. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – 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 they have sent out a technician promptly to resolve my problem.

October 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 May 1, 2014 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] 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. [redacted]’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 $63.99 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - 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,  if this includes them suspending any collection efforts for any balances that they think that we owe them, since they have taken ownership of the property.
Sincerely,
[redacted]

July 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 2016          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] states that he was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreement.  Mr. [redacted] desires cancellation of the Agreement 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 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 Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 16, 2016. 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 $60.99 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 that Mr. [redacted] signed a System Purchase and Services Agreement on July 16, 2016. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $2,866.53; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $1,719.91.  Alternately, Mr. [redacted] has been offered a reduced monthly rate by $10.00 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 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 2012   Date of Addendum: June 1, 2015                         To Whom It May Concern: In his rebuttal, Mr. [redacted] alleges that he was not aware that an activation fee would be charged for his move.  Mr. [redacted] desires another month of credit on his account. Vivint’s records show that Mr. [redacted] scheduled a move and a new Agreement with Vivint in June 2015.  Mr. [redacted]’s move fee was waived as he is in the military; however, Mr. [redacted] received an upgraded panel in his new home because he wanted to leave his current alarm panel in his old home.  As such, Mr. [redacted] was charged a $99.00 fee for the upgrade.  The charge of $[redacted] in July 2015 included this upgrade fee and a monthly monitoring fee.Following Mr. [redacted]’s original complaint to the Revdex.com, Vivint credited his billing account to reimburse him for this $[redacted] fee.  Since Vivint’s last response, Mr. [redacted] has also received a credit of $[redacted] for downtime of the thermostat.  The credit on Mr. [redacted]’s account will cover the next two months of service and most of a third month.  No further credit is warranted at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]