Vivint Smart Home Security

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 21, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that the number to contact Vivint is no longer valid and he wishes to cancel his System Purchase and Services Agreement (“Agreement”)Vivint has cancelled Mr [redacted] Agreement, as of the date of this letterMr [redacted] has no further obligation to VivintShould Mr [redacted] desire to contact Vivint with any other questions or concerns he may call 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

[A default letter is provided here which indicates your acceptance of ArbitrationIf you wish, you may update it before sending it.]Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] ,and find that arbitration is necessarySincerely, [redacted]

January 10, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 3, 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 cancelled the account in account but Vivint continued to charge her for three monthsVivint has stated they will refund these payments, but Ms [redacted] has yet to receive this refundMs [redacted] desires a refund of the payments taken from her in October, November, and December of Vivint’s records indicate on January 2, 2018, a refund in the amount of $was sent back to the bank account on file, to refund the three months of monies paid to Vivint by Ms [redacted] Ms [redacted] ’s account is cancelled, and she has no further obligation to Vivint 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

December 14, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] * [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 2015To 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 [redacted] ’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

February 14, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement Ms [redacted] desires cancellation of her Agreement without penaltyCancellation of Ms***’s agreement without penalty is not warranted at this timeVivint’s records indicate that Ms [redacted] signed a System Purchase and Services Agreement on August 20, with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that termVivint 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 Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,499.70; however, in an effort to assist Ms***, Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a reduced monthly rate by $for the remainder of her initial term If Ms [redacted] wishes to take advantage of either of these offers, 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 9, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, 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 recently moved and they are now unable to afford the systemMs [redacted] contacted Vivint to cancel the account but was informed she was still under AgreementMs [redacted] was unaware of the AgreementMs [redacted] desires cancellation of the account 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on August 19, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint relied on Mr [redacted] ***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Ms [redacted] notified Vivint of her move on July 28, An appointment was scheduled for September 7, 2017; however when a Vivint install tech knock at the door, he reported no one was homeCancellation without penalty is not warrantedShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2,500.59, however Vivint will take 40% off the payoff amount, bringing it to $1,Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $35.73, plus any applicable taxesIf Ms [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216- If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jenny [redacted] Vivint Account #: [redacted] Date of Agreement: June To Whom It May Concern: I have reviewed the information provided by MsJenny [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that Vivint was not able to dispatch authorities to her home correctlyMs [redacted] desires to cancel the Agreement without penalty Vivint’s records show Ms [redacted] has notified Vivint of this concern, and the issue has been attended to and resolved.Should 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]

December 6, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 29, To Whom It May Concern: I have reviewed the response from Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that the breaker was tripped before the other HVAC technician came to her home and when the technician turned the back on when the fire happenedMs [redacted] requests that Vivint pay the $to cover the cost of repairs plus and additional $200.00, totaling $and cancelation of her account with Vivint.Vivint agrees to send Ms [redacted] a check of $and cancel Ms [redacted] ’s account with Vivint upon the recovery of the equipment in her home.Because Vivint’s thermostat does not have the capacity to direct the VAC that damaged the HVAC system as explained by two HVAC technicians, and because the damage was done while another HVAC technician was working on the HVAC systemEvident by Ms [redacted] explaining that the breaker tripped before the HVAC technician came to her home, showing that the breaker was doing its job by preventing a power surge that would damage the equipment in her home, then the breaker being turned back on by the other HVAC technician allowed the surge to continue and damage the system and start the electrical fire that Ms [redacted] talks aboutBecause of these facts and because we are not able to get another HVAC technician out for a second opinion; Vivint paying Ms [redacted] $is not warranted.Despite these facts, and in an effort to assist Ms [redacted] , Vivint agrees to the above resolutionWhere Vivint will send Ms [redacted] a check of $and cancel her account with Vivint if Ms [redacted] will allow Vivint to recover the equipment in her homeIf Ms [redacted] would like to move forward with this resolution or if she has any questions she can contact the representative who previously reached out to her 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: (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: Christopher T [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern: I have reviewed the information provided by MrChristopher T [redacted] and appreciate the opportunity to respondIn his complaint, MrT [redacted] alleges that a sales representative informed them contract could be cancelled when MrT [redacted] was relocated per military ordersMrT [redacted] desires a confirmation stating when the contract expires, that it will not renew at the end of its terms and that they will no longer be billed the monthly rate.Vivint’s records show MrT [redacted] has notified Vivint of this concernVivint aims to keeps military families safe, and in instances where a Vivint customer is being relocated due to military orders, Vivint will gladly accommodate the service member in order to make a smooth transition to a new locationIf a Vivint customer receives military orders that will require the customer to relocate outside of the United States or onto a military base within the United States permanently or for a period greater than days, the customer must contact Vivint and request a special cancellationThe customer must send a written notice of cancellation, and submit it along with documentation showing that the customer will be stationed on-base or outside of the countryOnce Vivint has received valid documentation to support the claim for special cancellation, Vivint will cancel the account, cease all billing, and discontinue services.If the Vivint customer is being transferred within the United States and is able to live in an off-base house, the customer has the same options as any Vivint customer who is moving or wishes to transfer an accountVivint’s policy allows any person who moves to a new address the ability to relocate the system to the new location, to transfer the account to the new owner of the premise or to transfer the account to a third party at a different addressVivint customers who are active military members will not be charged to relocate their system to their new house, regardless of how long they have been Vivint customersIf the Vivint customer is able to live in an off-base house, but chooses to live on base or still wishes to cancel the Vivint account, the customer will be required to transfer the account or pay the remaining balance on the account.Should 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***

March 14, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 3, 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 attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionMr***’s Vivint account has been canceled effective immediatelyAdditional Mr [redacted] has been refunded in the amount of $ If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***

April 30, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 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 moved and that Vivint has been unable to satisfactorily install equipment in her new home Ms [redacted] further alleges that she was advised by Vivint that her account would be cancelled, but that Vivint has not cancelled the account Ms [redacted] desires cancellation of her agreement without penaltyA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve this concern Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint The past due balance on the account will be forgiven and no further attempts will be made to collect a debt.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

January 26, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently contacted Ms [redacted] in an attempted to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’ satisfactionIf she has any further questions or concerns, she may contact Vivint’s 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 28, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, 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 [redacted] ’s satisfactionHe may contact Vivint’s representative if he has any additional questions or requestsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: Vivint's representative was very polite and forthcoming with new information that we have never been informed of before They stated that they cannot approve a repair payment over $2,- yet this was the first I had ever heard this, and never saw this in writing I understand that is policy, but if they did more than $2,in damage, it is there responsibility to fix in a timely manner As few as the 3rd party excuse, we have been waiting for weeks for a door per Vivint Common sense tells me this is insane Our first handyman said he could have it in days, Vivint declined based on this $2k policy we were never informed of...so here we wait, weeks later, for a door that was available days after the initial incident.This is an incident between Vivint destroying our doors, and passing blame because THEY cannot find the cheapest possible contractor should not be our issue This is a home security company, and I am appalled that they don't seem to mind that there is a HOLE in our door and has been for weeks Makes you wonder about their commitment to safety or money Sincerely, [redacted]

December 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, Date of Addendum: September 6, 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 her equipment is not working properlyMs [redacted] requests cancellation of her account Vivint has agreed to immediately cancel Ms [redacted] ’s account Vivint spoke with Ms [redacted] regarding her alarm service on September 6, 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 forty-two (42) 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 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 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Carrie A [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, To Whom It May Concern: I have reviewed the information provided by MsCarrie A [redacted] and appreciate the opportunity to respondIn her complaint, MsA [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 breat the homeMsA [redacted] desires compensation for the property stolen at the time of the break in, cancellation of the Agreement, and removal of the equipmentRecords indicate that MsA [redacted] has notified Vivint of this concernA claim was opened through Vivint’s Alarm Events department and the matter was investigated by a claims specialistThe investigations, – and Vivint’s records – indicate that the cameras were serviced on April 10, MsA [redacted] did not make Vivint aware that the cameras had issues until July 02, – after the breoccurredFurthermore, an event log pulled on July 13, 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-inWithout arming the system, Vivint is unable to protect and monitor the homeVivnt will not be held liable for any missing or stolen propertyAdditionally, Section of the Purchase and Service Agreement which MsA [redacted] agreed to and signed, outlines the Customer Duties which state, “you (MsA***) 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 breon July 02, Vivint has since scheduled a service appointment on August 15, to resolve the issues which MsA [redacted] had citedThe notes indicate that the service visit has resolved the issues with the equipmentGiven the circumstances, Vivint will place a credit on MsA [redacted] account for two months, however, cancellation without penalty is not merited at this timeShould MrB [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist MrB***, Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ [redacted] Alternately, MrB [redacted] has been offered a reduced monthly rate by $for the remainder of his initial term If MrB [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: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, Nathan *W***

August 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 9, 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 resolvedMs [redacted] ’s monthly services fee for the remainder of her Agreement term is $60.99, plus any applicable taxes, as stated on her signed Agreement Currently, there is a credit of $on her billing account Vivint apologizes 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

February 9, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 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 experienced technical issues with her systemShe desires cancellation of her Agreement without penalty.Vivint agrees to cancel Ms***’s account upon the return of the equipment which was installed in her home.Vivint records indicate that Ms [redacted] has contacted Vivint on multiple occasions regarding connection issues with her Vivint doorbell cameraOn each occasion Vivint was able to resolve these connection issues via over the phone troubleshootingVivint remains able to resolve Ms***’s technical issues.However, despite this information Vivint agrees to the above resolutionVivint asks that Ms [redacted] contact Vivint’s Customer Loyalty department by phone at (800) 216-ext to arrange for removal of the equipment and cancellation of her system.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:In his rebuttal, Mr [redacted] states that he would like additional credit because he had to purchase a Nest thermostat He explains that the previous credit given by Vivint was to cover tech charges.Vivint’s records indicate that on June 16, 2017, Mr [redacted] was issued a refund in the amount of $Vivint’s records further indicate that on June 27, 2017, Mr [redacted] was issued a credit to his billing account in the amount of $to cover the cost of two (2) Vivint lamp modulesVivint’s records indicate that on July 10, 2017, Mr [redacted] was issued a credit to his billing account in the amount of $248.50, to cover the cost of equipment that did not work as Mr [redacted] was expectingVivint’s records further indicate that Mr [redacted] has received additional credits to his billing account to cover four (4) months of monitoring serviceSince installation, Mr [redacted] has received a total of $in credit, and a refund of $ No further compensation is warranted at this time.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