Vivint Smart Home Security

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

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]

January 30, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 3, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’ complaint he explains that he has had issues with the equipmentAs such, Ms [redacted] requests that his system be fixed or that his account be cancelled.A representative from Vivint has recently contacted Ms [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’ satisfactionAn appointment has been set for a Vivint technician to come out to Ms [redacted] ’ home on February 3, 2017, to resolve the issues Ms [redacted] has experiencedMs [redacted] may contact the Vivint representative who reached out to him directly if he has any 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

April 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, Date of Addendum: January 27, 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 attempted to cancel her account, but instead she was offered an extended term in exchange for some free months of serviceShe desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve these concerns At this time, Vivint is willing to waive the extension of Ms [redacted] ’s Agreement and cancel her accountVivint is also willing to waive Ms [redacted] ’s past due amount and close the account with a zero balanceVivint’s records show that on August 12, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] regarding her alarm service on January 27, Ms [redacted] represented that she was interested in extending the term of her agreement in exchange for six (6) free months of service Based upon this representation, Vivint offered a thirty-six (36) 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 thirty-six 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 Vivint She 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 31, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, 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 promised a refund of monies paid for Vivint’s equipment, but that she has not received the refund yet and is unable to get a hold of Vivint’s representative Ms [redacted] desires a refund of $ Vivint’s records indicate that a refund in the amount of $was processed by Vivint to go back to the credit card on file on August 23, Ms [redacted] ’s account is cancelled, and she has no further obligation to Vivint and will not be responsible for the equipment in her home 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

January 9, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 13, Date of Addendum: March 6, 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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penaltyVivint’s records show that on August 13, 2010, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsAs such, the initial term of the agreement would have lapsed on February 13, However, Vivint spoke with Mr [redacted] regarding his alarm service on March 6, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreementBased upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, Vivint read the following statement, after which Mr [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 VivintCancellation of Mr [redacted] ’s agreement without penalty is not warranted; however in an effort to resolve this matter, Vivint has agreed to the cancellation of Mr [redacted] ’s account and to forgive his past due amountMr [redacted] no longer has an 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***

Complaint: [redacted] I am rejecting this response because:One again, very little that was provided by Vivint is trueI have decided they equate to our Government- all lies and unable to reason with themI AM TOTALLY DISSATISFIED WITH THIS SITUATION SO,Once I return from my trip and endure another missed service appointment on July 2015, I will continue to fight thisI am placing the Vivint sign on top of another sign that reads-" Don't use these thieves- their product doesn't work" and I am placing it at the entrance to my businessI am discussing a lawsuit with my attorneyI want call log copies- from Vivint of the dozens of times I have called in for alarmsA point that I have repeatedly made, and their representative ignores Sincerely, [redacted]

July 28, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 14, 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 has attempted to request cancellation of her account after years of service, but that she has been unable toMs [redacted] desires cancellation of her service with VivintVivint’s records show that Ms [redacted] spoke with a Vivint representative on July 20, 2016, and was advised of the written notice of cancellation required to cancel her System Purchase and Services Agreement Ms [redacted] provided Vivint with the written notice on that same day Pursuant to the signed Agreement, this written request provides a 30-day notice for Vivint to cancel the account (Section 2.4) However, Vivint has cancelled Ms***’s account, effective immediately, at her request.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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, Date of Addendum: January 6, 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 she does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty.A Vivint representative recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records show that on July 24, 2009, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months As such, the initial term of the agreement would have lapsed in October, after witch service was provided on a month to month basis However, Vivint spoke with Mr [redacted] regarding his alarm service on January 6, Mr [redacted] represented that he was satisfied with Vivint’s services and that she was interested in extending the term of her agreement if Vivint would keep his monthly payment at $and give him three (3) free months of serviceBased upon this representation, Vivint offered a thirty-nine (39) month extension to which Mr [redacted] agreedMr [redacted] ’s new agreement now lapses in April Indeed, Vivint read the following statement, after which MsSnyder 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 these facts, Vivint has cancelled Mr [redacted] ’s account as of February 15, 2017, without any additional paymentIf Mr [redacted] has any questions or concerns he may contact Vivint’s representative who reached out to him.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

Complaint: [redacted] I am rejecting this response because:I have not heard the recording of renewal or talked to anyone from vivint since October 5th Sincerely, [redacted]

October 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she was over charged over $As such, Ms [redacted] requests a refund of $1700.00.A representative from Vivint has recently contacted Ms [redacted] over the phone in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Theresa S [redacted] Vivint Account #: [redacted] Date of Agreement: August 18, To Whom It May Concern:I have reviewed the information provided by MrsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrS [redacted] in an effort to resolve these concernsVivint’s records indicate that this matter is in progress and a resolution will be reached to both Mrand MrsS [redacted] ’ 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***

July 29, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, 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 when the system was installed, all the promised equipment was not installedBecause Vivint was unable to install the missing equipment in a timely matter, she decided to cancel the serviceHowever, Vivint continues to receive a payment from her accountMs [redacted] desires the cancellation of the account and a refund of all payments madeA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve these concerns At this time, Vivint is willing cancel the account and refund all payments made to the checking account on fileAfter further review, Vivint’s records show that a written notice of cancellation was missing from Ms [redacted] ’s accountAs such the account remained open and automatic payments were still being received by VivintVivint will accept Ms [redacted] ’s complaint as formal notice of cancellation and cancel the account with no further contractual obligationA refund has been sent to Ms [redacted] ’s checking account in the amount of $Please note that the refund may take to business day to be processedIf Ms [redacted] has any additional concerns she may 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 18, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July12, 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 sales representative promised that she could cancel her System Purchase and Services Agreement (“Agreement”) without penalty if she decided to move but Vivint has not allowed her to do soMs [redacted] desires her Agreement cancelled without penalty and a refund for August and September’s monthly paymentsVivint agrees to cancel Ms [redacted] Agreement without penalty as a gesture of goodwillAs of the date of this letter Ms [redacted] has no further obligation to VivintVivint’s records indicate that Ms [redacted] entered into her Agreement on July 12, By signing her Agreement Ms [redacted] agreed to pay a monthly monitoring service fee of $plus any applicable taxes each month during a term length of sixty (60) monthsVivint has also been providing monitoring service to Ms [redacted] home since the alarm system was originally installedAs such, a refund for two months of service is not warrantedNevertheless, Vivint agrees to the above resolutionIf 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 11, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 11, 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

September 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, To Whom It May Concern: I have reviewed the response provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsDue to the fact that Vivint attempted to install the cameras and Mr [redacted] canceled the appointment to do so; cancellation without paying the cancelation fees is not warrantedIn an effort to assist Mr [redacted] Vivint is willing to increase the discount offered from 25% to a 50% discount on Mr [redacted] ’s cancelation fees.Mr [redacted] may contact the Vivint representative who reached out to him directly regarding how he would like to proceed or if he has any 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 11, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A 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 believed the initial term of his Agreement was only for twenty-four (24) months, but Vivint stated it was for forty-two (42) monthsMr [redacted] further alleges that he was never informed about the written notice of cancellation, as such he was charge his monthly monitoring fee after the initial term of the AgreementMr [redacted] desires the cancellation of his account and a refund of $850.00.Unfortunately, I am unable to find the Vivint account in question with the information given by Mr [redacted] I would advise Mr [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation 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***

January 13, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 24, 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 requested cancellation of her account after her initial term had been fulfilled, and that Vivint continued to bill her for serviceMs [redacted] alleges that she has now been contacted by a collections agencyShe desires for her account to be cancelled without penalty and to receive a copy of her original AgreementVivint’s records show that Ms [redacted] signed an agreement with Vivint on April 24, 2010, in which she agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Alarm System Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on October 6, 2015, and at that time her account was past due for five (5) months of monitoring service that had not been paid A representative from Vivint has attempted to contact Ms [redacted] , in an effort to resolve these concerns Ms [redacted] ’s account has been cancelled, and she has no further obligation to VivintVivint has waived the past due balance on Ms [redacted] ’s account, and she will not be contacted further by an outside collections agencyVivint’s representative also sent Ms [redacted] a copy of her Agreement as requested.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***

Hello, Vivint recently received a complaint under Ms [redacted] complaint ID # [redacted] Ms [redacted] is a non-customer, but Vivint did reach out to her and explained that if she wanted to remove the system from her home she could do soMs [redacted] rejected this response requesting Vivint provide her with a code to disarm the panelAs this compromises the security of Vivint’s panels, this is something we are unable to provideUnfortunately, given Ms [redacted] is not a Vivint customer, we are unable to assist her furtherWould it be possible for you to review this complaint for possible closure? Madison B*** Legal Assistant P: [redacted] vivint.SmartHomevivint.com NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged informationAny unauthorized review, use, disclosure, or distribution is prohibitedIf you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message

June 04, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Robert * [redacted] Vivint Account #: [redacted] Date of Agreement: May 09, 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 contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’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 * [redacted]