Vivint Smart Home Security

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Carrie A[redacted] Vivint Account #: [redacted] Date of Agreement:  December 13,  2014 To Whom It May Concern: I have reviewed the information...

provided by Ms. Carrie A[redacted] and appreciate the opportunity to respond. In her complaint, Ms. A[redacted] alleges that the equipment in her home was not functioning properly, and due to this alleged malfunction was unable to respond properly to a break-in at the home. Ms. A[redacted] desires compensation for the property stolen at the time of the break in, cancellation of the Agreement, and removal of the equipment. Records indicate that Ms. A[redacted] has notified Vivint of this concern. A claim was opened through Vivint’s Alarm Events department and the matter was investigated by a claims specialist. The investigations, – and Vivint’s records – indicate that the cameras were serviced on April 10, 2015. Ms. A[redacted] did not make Vivint aware that the cameras had issues until July 02, 2015 – after the break-in occurred. Furthermore, an event log pulled on July 13, 2015 for panel activity reveals that the system had not been armed for a period of at least two months prior to and after the break-in. Without arming the system, Vivint is unable to protect and monitor the home. Vivnt will not be held liable for any missing or stolen property. Additionally, Section 13 of the Purchase and Service Agreement which Ms. A[redacted] agreed to and signed, outlines the Customer Duties which state, “you (Ms. A[redacted]) will test the System’s protective devices and send test signals to the Center in accordance with our (Vivint’s) instruction at least monthly… if a problem in the System occurs, you will notify us.” As stated previously, Vivint was not made aware of the camera troubles until after the break-in on July 02, 2015. Vivint has since scheduled a service appointment on August 15, 2015 to resolve the issues which Ms. A[redacted] had cited. The notes indicate that the service visit has resolved the issues with the equipment. Given the circumstances, Vivint will place a credit on Ms. A[redacted] account for two months, however, cancellation without penalty is not merited at this time. Should Mr. B[redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. B[redacted], Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $[redacted].  Alternately, Mr. B[redacted] has been offered a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. B[redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at [redacted], or he may contact the representative he has been working with directly.Should 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]

November 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 25, 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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Ms. [redacted]’s account has been cancelled and she no longer has any obligation to Vivint. Ms. [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: 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 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 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] alleges that his sales rep has misrepresented his Agreement. Mr. [redacted] desires cancellation of his Agreement. 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 June 11, 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 $[redacted] each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.      Due to Mr. [redacted]’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this time. However in an effort to assist Mr. [redacted] Vivint will agree to cancel his Agreement for 50% off the total purchase amount. Mr. [redacted]’s total contract payoff amount is [redacted] Mr. [redacted] may cancel his Agreement for $[redacted]. If Mr. [redacted] desires to take advantage of this offer he may call into Vivint to begin the cancellation process. 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 find that this resolution is satisfactory to me.
I will accept the 40% discount on the payoff amount.  Please have the check re-sent or subtract from the stated amount as I have not received it.  I just want to be clear that it''s not so much the billing error as it was the lack of customer service.
Sincerely,
[redacted]

July 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 2017         To Whom It May Concern: I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that on August 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement, representing that she agreed to a monthly fee of $49.99 during this term, plus any applicable taxes, during that term, and a total equipment fee of $293.45. The Agreement states that Ms. [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.7). 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.   Vivint’s records indicate that two (2) payments of $49.99 and $200.25 have been withdrawn from Ms. [redacted]’s Visa account to cover her monthly monitoring fees and equipment fee. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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

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 2016
Sincerely,
[redacted]

September 7, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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 Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction.  Ms. [redacted] may contact Vivint’s representative with any further 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Kevin [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, 2015           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 hisconcerns. Vivint’s records indicate that this matter has been resolved to Mr. [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 *. [redacted]

October 11, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: April 26, 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 contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’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: 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 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 7, 2013           To Whom It May Concern: I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he was not informed that it would take another month to cancel the contract. Mr. [redacted] requests that $52.74 be refunded to him. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’ satisfaction. Mr. [redacted]’ account has been canceled and a refund has been issued via check.  Mr. [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: 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 2, 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 6, 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] alleges that she moved and transferred her service to the new owners of her home, but that Vivint has continued to bill her for service for the past three (3) months.  Ms. [redacted] desires a refund for the service she has not received, and additional compensation for her time.  Vivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted] in July, August, and September 2015.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  I apologize for any undue delay in this process.  No further compensation is warranted.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 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Lydia M[redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2008           To Whom It May Concern:I have...

reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. In her complaint, Ms. M[redacted] alleges that her Agreement with Vivint was extended without her approval, and that she has recently been unable to cancel her account.  Ms. M[redacted] desires cancellation of her Agreement without penalty and no further automatic withdrawals from her bank account, as well as removal of Vivint’s equipment from her home and no further contact from Vivint. Vivint’s records show that Ms. M[redacted] has recently spoken with a representative from Vivint regarding this concern.  At this time, Ms. M[redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  No further withdrawals will be taken from Ms. M[redacted]’s bank account.  The Vivint equipment in Ms. M[redacted]’s home belongs to her.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 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 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] alleges that he recently had a Vivint system installed at his home, and that Vivint has not honored his request to cancel within the Right of Rescission period given by his sales representative.  Mr. [redacted] desires cancellation of his agreement without penalty, and a service visit for the removal of Vivint’s equipment. Vivint’s records show that Mr. [redacted]’s agreement with Vivint was cancelled on September 3, 2015 and he has no further contractual obligation to Vivint.  An appointment has been scheduled for the removal of Vivint’s equipment on September 21, 2015.  Vivint is refunding the payment made by Mr. [redacted] back to his credit card on file.  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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:As I said before, I still believe it is unfair for this company to charge me more money for their product that would not work in my home. Since the last vivint tech left my home from attempting to fix this thermostat problem, my security system still does not function properly. It has to be disconnected for a couple of weeks until another tech can come out. This is why I had to pay someone else to unhook the thermostat in the first place. We would have been without heat for two weeks if I had waited on a vivint tech! Therefore, I think it's only fair that I am fully refunded for the thermostat issues which has cost me $149.00.
Sincerely,
[redacted]

October 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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] alleges he has been paying for a service that is non-functional. Mr. [redacted] desires the cancellation of his account without penalty and a refund of payments made. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on August 30, 2015, and Vivint’s Scheduling department found an appointment for September 29, 2015.  The assigned field service professional attempted to fix Mr. [redacted]’s doorbell camera, but the transformer was broken during the appointment. The field service professional created a home damage claim and would need to schedule a new appointment to resolve the concern. The new appointment was scheduled for October 2, 2015. On October 2, 2015, the field service professional dispatched to Mr. [redacted]’s home and installed a new doorbell camera, but the microchip in the main panel used to communicate with the doorbell camera was not working. The field service professional did not have the right tool to fix the panel, and would need to return at a later time. Vivint has an appointment for Mr. [redacted]’s account scheduled for October 31, 2015 to resolve this matter. Cancellation of Mr. [redacted]’s account is not warranted at this time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted]; however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. Alternatively, should Mr. [redacted] wish to continue services, Vivint has agreed to apply a credit to his billing account in the amount of $[redacted], which will cover three (3) months of monitoring fees; two months for system down time, and a month a goodwill credit. If Mr. [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2010Date of Renewal: September 15, 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 expressed to Vivint that he wishes to no longer be called. Mr. [redacted] also states that Vivint will not service his equipment without charging a service fee. Mr. [redacted] wishes to no longer be contacted by Vivint via phone.Vivint’s records indicate that Mr. [redacted] was placed on a do not call list on August 30, 2016. Vivints records show that by Mr. [redacted] signing his System Purchase and Service Agreement (“Agreement”) Mr. [redacted] agreed to the following. Section 5 Repair Service:“ During the term of this Agreement, we will repair or service any defective part of the System as follows: (A) What is covered: If you selected Premium Service, then we will, so long as we are providing service pursuant to this Agreement, repair and replace any defective part of the System without charge to you. If you decline Premium Service, however, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.”Despite the above information, Vivint will agree to service Mr. [redacted] system without charge. If Mr. [redacted] wishes for Vivint to service his equipment I would suggest he contact a Legal Assistant at (801) 221-6728 to schedule 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Macario D[redacted]  Vivint Account #: [redacted] Date of Agreement: April 24, 2013        Date of Addendum: April 23,...

2015  To Whom It May Concern:I have reviewed the information provided by Mr. D[redacted] and appreciate the opportunity to respond. In his complaint, Mr. D[redacted] alleges that he was misled about the capabilities of his security system, and his cameras. Mr. D[redacted] desires the cancellation of his agreement without penalty. Vivint’s records indicate that prior to the installation of any equipment; Mr. D[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. D[redacted] completed the required Pre-Installation Survey on April 23, 2013. During the recorded Pre-Installation Survey, Mr. D[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 $[redacted] each month during that term. Further, Mr. D[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. D[redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.    Vivint’s records indicate that Mr. D[redacted] system was sending signals to Vivint up until July 19, 2015. Vivint’s policy states that when an alarm is received, Vivint will first reach out to the customer; if the customer cannot be reached, or at the customer’s request, Vivint will contact the proper authorities so a patrol unit can be dispatched to the customer’s home. Due to the limitations in technology; Vivint cannot distinguish a false alarm from actual alarm without a person at the residence to confirm. When a customer is out of town and wants a follow up an alarm at their home, Vivint will refer them to the authorities dispatched for details. Vivint records further indicate Mr. D[redacted] contacted Vivint to cancel on April 23, 2015, because Vivint is unable to tell him when an alarm is activated whether it is a false alarm or an actual alarm. A Vivint representative offered Mr. D[redacted] cameras to assist him in monitoring his home if he agreed to extend his agreement with Vivint for forty-two (42) months. Mr. D[redacted] agreed and Vivint scheduled an appointment for May 7, 2015. Mr. D[redacted] informed Vivint he was unsatisfied with the quality of the cameras on July 3, 2015. A Vivint representative attempted to schedule an appointment to inspect the camera, but Mr. D[redacted] declined the offer. A Vivint representative has recently reach out to Mr. D[redacted] in an effort to resolve this concern. Cancellation without penalty is not warranted at this time; however, Vivint would like to assist Mr. D[redacted]. Currently, Mr. D[redacted] is under an agreement with Vivint until October of 2018. If Mr. D[redacted] wishes to continue with this agreement, Vivint offers an appointment with a Vivint field service professional to inspect the cameras. Alternatively, Mr. D[redacted] can also return the cameras to Vivint, and Vivint will reverse Mr. D[redacted] extension through October 2018 and revert back to Mr. D[redacted]’s original agreement through October 2016. Should Mr. D[redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. This reduced payoff is based upon Mr. D[redacted]’s original agreement with Vivint. In order for Mr. D[redacted] to be eligible for this offer, the cameras will need to be returned to Vivint. If Mr. D[redacted] wishes to take advantage of either offer, 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]

March 7, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 2014         To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] claims she was informed that she was agreeing to a one-year contract. However, she states that she is now being told that the contract is for five years. She further states that her monthly rate is significantly higher than the people she knows who receive the same service. As such, Mrs. [redacted] is requesting that the account be cancelled or the price updated. At this time, cancellation without penalty is not warranted. However, Vivint is willing to lower her monthly payments by $5.00 for the remainder of her agreement. Vivint’s records indicate that on July 12, 2014, Mr. [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of sixty months at a rate of $69.99 per month, plus any applicable taxes. By signing the Agreement, Mr. [redacted] represented that he understood and accepted all terms contained within the contract. Section 2.1 states that Vivint and the consumer agree to enter into a contract with an initial term of sixty (60) months. It also outlines that Vivint will charge Mr. [redacted] a $69.99 monthly rate instead of the originally typed $79.99.Due to the contract that was signed by Mr. [redacted], the account is currently ineligible for cancellation and the monthly payments are correct.  However, in an effort to assist Mr. and Mrs. [redacted] with their finances, Vivint has agreed to lower their remaining payments by $5.00.  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 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: March 28, 2013           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] does not agree with Vivint’s thirty (30) day cancellation policy. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint has cancelled Ms. [redacted]’s Agreement as of September 12, 2016 as a gesture of goodwill. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on March 28, 2013. By signing her Agreement Ms. [redacted] agreed to provide Vivint with a letter of intent to cancel thirty (30) days prior to the end of her Agreement term as stated in the Agreement (Section 2.4). Nevertheless, Vivint agrees to the above resolution. 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 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2013            Date of Addendum: February 15, 2017...

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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires for his contract to be cancelled after the initial term ending on August 9, 2018. Vivint’s records show that on August 9, 2013, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  As such, the initial term of the agreement would have lapsed on August 9, 2018.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on February 15, 2017.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension in exchange for $15 of his monthly services fee 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 Vivint. Despite the validation of this agreement, Vivint agrees to waive the verbal addendum and cancel Mr. [redacted]’s Vivint Agreement after the initial term ending on August 9, 2018.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