Vivint Smart Home Security

September 9, 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 20, 2012          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] alleges that his Vivint system did not work as he expected it to, that he had billing issues, and that Vivint will not allow him to cancel his account without penalty.  Mr. [redacted] desires cancellation of the Agreement without penalty and removal of his account from outside collections.  Mr. [redacted] also desires a cash settlement from Vivint, and change of policy to dissolve a contract when a customer moves from their home.  Vivint’s records indicate that Mr. [redacted] reported equipment complications to Vivint in October 2013, and a Field Service Professional was dispatched to his home on October 31, 2013, to address these issues.  Vivint replaced the equipment that was not working as expected, and waived the trip fee for this visit.  Mr. [redacted] stopped paying for service after July 2014, and his account was cancelled due to non-payment on February 28, 2015.  At this time, Mr. [redacted]’s account has been sent to an outside collections agency.Mr. [redacted] signed a Purchase and Services Agreement with Vivint on June 20, 2012, stating that he agreed to an initial term of forty-two (42) months and a monthly services fee of $[redacted].  This Agreement states that Vivint does not warrant that the system will always detect, or help prevent, any specific event, or that it will always operate (Section 3, System Purchase and Services Agreement). Vivint has made every effort to assist Mr. [redacted] with his concerns regarding the Vivint system.   Cancellation of Mr. [redacted]’s Agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Mr. [redacted] via email, in an effort to resolve his concerns.  The remaining balance owed to Vivint by Mr. [redacted] is $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce this payoff amount by 75%, bringing the total payoff amount to $[redacted].  If Mr. [redacted] will pay Vivint this reduced amount, Vivint will remove his account from collections and he will have no further obligation to Vivint.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact the representative who has emailed him directly.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]

July 31, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Maria R[redacted] Vivint Account #: [redacted] Date of Agreement: June 10, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. R[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted the account holder Mr. M[redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to Ms. R[redacted]’s satisfaction.     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]

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]

November 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 2017          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 that she has experienced technical issues with her system. She explains that nothing has been done to correct these issues. Ms. [redacted] requests cancellation of her Agreement with no penalty.Vivint agrees to cancel Ms. [redacted]’s Agreement, provided she return the equipment which was installed in her home.Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Ms. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Records indicate that Ms. [redacted] made no attempt to cancel services within this Right of Rescission period. Additionally Vivint is able to provide repair services to correct technical issues.Despite this information, Vivint agrees to the above resolution. Ms. [redacted] should contact Vivint by phone at (801) 850-3121 to arrange for the removal of the equipment and cancellation of her service.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]

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 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

September 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 2016           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 that her Vivint security system was poorly installed. Ms. [redacted] further states that a smoke make was left around the Vivint panel that was not properly repaired. Ms. [redacted] further states that she has been paying a monthly monitoring fee for a Vivint indoor camera that was never installed in her home. Ms. [redacted] desires cancellation of her agreement without penalty. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on April 28, 2016 with an initial term of sixty (60) months, a monthly services fee of $80.99, plus any applicable taxes, during that term. Section 5 and 6 of this Agreement state: “We do not warrant that the System cannot be defeated or compromised or that it will always operate. This warranty does not cover repairs that are needed because of an accident, acts of God, your failure to properly use the System, or if someone other than us attempts to repair or change the System, or any other reason except a defect in the equipment or our installation. We are not liable for consequential or incidental damages... Any costs incurred to repair pipes, wires or other obstructions, and any resulting damaged walls, ceiling, floors or furnishings shall be your sole expense and responsibility.”Vivint’s records further indicate that Ms. [redacted] signed a Release & Settlement Agreement for Vivint Claim on May 17, 2017 stating:Upon receiving a signed copy of this Release and Settlement Letter Agreement (“LetterAgreement”), vivint will hire a handyman/contractor and electrician on your behalf to repairany vivint-caused damages. In return, you agree to release and forever discharge Vivint, formerly APX Alarm Security Solutions, Inc., its subsidiaries, and all current or former officers, directors, attorneys, successors, agents, servants, employees, representatives, vendors, suppliers, assigns (collectively the “Vivint Releases”), of and from any and all manner of actions, causes of action, suits, debts, sums of money, accounts, bills, contracts, promises, damages, judgments,executions, claims or demands of whatever kind or nature, in law or equity, known or unknown,asserted or unasserted, against any or all of the Vivint Releases that have occurred up to thedate this Letter Agreement is signed by you [redacted].  Vivint upheld this Agreement by hiring third part Handyman Matters to make repairs to Ms. [redacted]’s home. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. A refund has been issued in the amount of $85.00 to refund Ms. [redacted] all payments made to Vivint for the Vivint indoor camera that was not installed in her 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 3, 2015           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 due to equipment complication at the time of installation, they decided the cancel the account. Ms. [redacted] recently found she is still being charged for the service, but Vivint is not assisting her because she is not able to provide a password. Ms. [redacted] desires the cancellation of the account, and a refund of payments made after December 2015.Vivint’s records show that Vivint installed a system at Ms. [redacted]’s home on December 3, 2015. On December 7, 2014, Mr. [redacted] called in requesting cancellation of the account due to the equipment concerns. Vivint offer a free month of service, and he agreed to continue the service. Later on December 10, 2015, Mr. [redacted] called in and requested cancellation of the account for the second time. After rejecting the offer made previously by Vivint, Mr. [redacted] was informed to send in a written notice of cancellation; however Vivint never received this notice. As a result, the account remained active.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  Vivint is willing to take Ms. [redacted]’s formal complaint as her written notice of cancellation. Vivint will also cancel the account without penalty and refund payments made once the equipment is retrieved from the home. Ms. [redacted] my contact Vivint’s representative directly to scheduling an appointment. 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

September 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: December 17, 2016           To...

Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had issues with the equipment working properly and technician appointments being cancelled. As such, Ms. [redacted] requests that her account he cancelled without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. A Vivint technician is schedule to go to Ms. [redacted]’s home on September 7, 2017. That technician will fix/replace any equipment at no cost to Ms. [redacted]. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.  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:thank you all for the time.
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,
[redacted]

January 25, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: June 20, 2016            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 has had issues with the equipment. Ms. [redacted]’s desired resolution is cancelation of the contract.   A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any additional charges, if  Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly.   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

February 7, 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 Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] explains that he has had issues with the equipment and canceling his account. As such, Mr. [redacted] requests that his account be canceled.A representative from Vivint has recently attempted to contact Mr. [redacted] to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to him.   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 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: May 23, 2014           To Whom It May Concern: I have reviewed the rebuttal Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s rebuttal, he explains again that he had issues with the equipment. As such, Mr. [redacted] still requests that his buyout fee be refunded.Vivint maintains its stance that refunding Mr. [redacted]’s buyout fee is not warranted. Because Mr. [redacted] paid the contractual buyout fee to complete his agreement with Vivint. Mr. [redacted] no longer has any obligation to Vivint. If Mr. [redacted] has any questions or concerns he may contact Vivint’s Customer Care Department. 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

April 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: August 22, 2009           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 that Vivint was supposed to refund her $15.96 but she has not received it. As such, Ms. [redacted] desires a check to be sent to her home in the above amount. Vivint’s records indicate that a representative has recently reached out to Ms. [redacted] to inform her that Vivint has expedited a check to her home as of the date of this letter. Vivint believes this matter will be resolved upon Ms. [redacted] receiving her refund. 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]

February 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted].  Vivint Account #: [redacted] Date of Agreement: July 24, 2015                   ...

     To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. In her complaint, [redacted] alleges to having equipment complications with Mr. [redacted]’s security system.  She desires that Mr. [redacted] be released from the System Purchase and Services Agreement (“Agreement”).  Vivint Inc.’s (“Vivint”) records show that [redacted] called into Vivint because her panel was experiencing power failure. The Customer Care representative informed [redacted] that she would be willing waive any fee(s) associated with a technician visit after running through some basic troubleshooting in order to confirm which equipment was malfunctioning. [redacted] did not agree to troubleshoot nor scheduled a technician for a reduced fee. A representative from Vivint recently spoke to [redacted], in an effort to resolve her concerns.  During this conversation, Vivint applied a credit to her billing account in the amount of $[redacted] in order to assist [redacted], which will cover one (1) month of monitoring fees. Vivint remains willing to schedule a technician at no cost to [redacted] if she still experiencing system issues. Cancellation without penalty would not be 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]

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.

Complaint: [redacted]
I am rejecting this response because:This shouldn't be my responsibility. I feel what they are asking me to do is immoral. Not to mention the fact that the last time I called they cut it by 50%. They can't get their story straight. These people are frauds. 
Sincerely,
[redacted]

November 28, 2016       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: August 17, 2010             Date of Addendum: August 12, 2015                                         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 for 60 months over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation and a refund.   At this time and although not warranted, Vivint has agreed to immediately cancel Ms. [redacted]’s account; however, no refund is warranted.   Vivint’s records show that on August 17, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on August 12, 2015.  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 sixty (60) 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 sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   If there was an issue with the equipment, it is the customer’s duty per section 12 of the agreement document to notify Vivint if there is a problem. Vivint has no record of the customers notifying Vivint of any problems until August 10, 2016 when she requested a tech visit. As such, Vivint scheduled an appointment; however the customers failed to be home for the full arrival window.                           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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer