Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: No this issue hasn’t not been resolvedThe company is refusing to refund the money they illegally took from our accountWe have hired an attorney and will be going forward with suing them for theftThank you for trying to assist us with thisI tried going wenwoold t have to go this route but due to the time and efforts and stress this has put us under, we will be suing for theft but pain and suffering as well with this company but the owner of the home as well will getting sued since the alarm company called us to get the code to give to him tonuse in his houseThe alarm has been used several times in this homeWe have even stopped by to talk to the current rentersSincerely, [redacted]

December 14, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 23, 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 he moved and called Vivint to request cancellation in October 2015, then his contact information changed and he assumed that his account was cancelled Mr [redacted] explains that he recently received a collection notice for the account and that he has had negative interactions with Vivint representatives while trying to resolve this matter He desires to have his bill adjusted to the time he requested cancellation, and to speak with management regarding his negative experiences.Vivint appreciates Mr***’s feedback regarding his experience with customer service, and I have sent this complaint to the appropriate management team for review Vivint’s records show that Mr [redacted] signed a System Purchase and Services Agreement on August 23, 2013, in which he represented that he understood and agreed to an initial term of sixty (60) months and a monthly services fee of $60.99, plus any applicable taxes, during that term Mr [redacted] contacted Vivint on November 2, to ask about an alert he had received, and during that phone call he said he had a new phone number and Vivint updated the account with the new number During this phone call, there was no mention of moving or cancelling the service, and Vivint’s Billing department called Mr [redacted] and received a payment from him on November 19, Vivint has no record of any other phone call from Mr***’s old phone number or the new one in October 2015, or any time after the November call (until recently)Vivint’s records further show that Mr [redacted] stopped making his monthly payments after July As such, the account was cancelled for non-payment on September 30, 2016, and was transferred to an outside collections agency Mr [redacted] must settle the balance of his account with the outside collections agency 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

May 4, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respond Mrs [redacted] notified Vivint of her plans to move on September 16, Mrs [redacted] represented that she was planning on having her Vivint system in her new home however; it would not be ready until MarchA Vivint representative offered to defer Mrs [redacted] ’s monthly payments for six (6) months while Mrs [redacted] waited for her new home to be ready Indeed, Vivint read the following statement, after which Mr [redacted] responded affirmatively: [redacted] you understand this call is being recorded and you agree to defer your payment and extend your end date by six (6) months from todayNo other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.Vivint policies do not state that a Vivint representative will notify the customer when their deferment period is overVivint relied on Mr [redacted] ’s affirmative response to ensure that he understood his commitments to Vivint regarding his defermentA refund will not be issued due to there being no Vivint policy stating that a Vivint representative will notify the customer when their deferment period is overVivint relied on the customer’s affirmative response to ensure that they understood their commitments to Vivint regarding their deferment.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 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 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 satisfactionIf she had any further questions or concerns, she may contact Vivint’s representative directlyIf 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 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’ complaint, she explains that she decided not to get the system but the first payment has taken from her bank accountMs [redacted] requests that her money be refunded to her and that Vivint does not charge her again.Vivint’s records indicate that this matter is being resolved to Ms [redacted] satisfactionA refund of $was issued to Ms [redacted] on January 26, Ms [redacted] ’ account has also been changed to Never Installed which will prevent all billing on the accountMs [redacted] may contact the Vivint customer care 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

January 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, 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 his equipment has not operated properly despite numerous technicians sent to his homeMr [redacted] desires a refund of all monies paid to VivintA representative has recently attempted contact Mr [redacted] to discuss his concerns and reach a satisfactory resolutionVivint agrees to refund Mr [redacted] all monies paid to VivintMr [redacted] will receive his refund in seven to ten business daysVivint will need to remove Mr***’s outdoor cameras in the future monthsA representative will reach out to him to schedule an appointmentIf 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

May 31, 2017Revdex.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] states a sales representative from Vivint visited his home after sales hoursMr [redacted] wishes for this sales practice to stopThe sales representative in question is employed by Smart Home Pros, Inc(“Smart Home Pros”), a licensed dealer of VivintMr [redacted] ’s complaint has been reported to Smart Home Pros regarding the representative who knock at his doorIf 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 22, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, To Whom It May Concern:A 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] ’ satisfactionMs [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

Complaint: [redacted] I am rejecting this response because: Again I have to reject this offerI called today 06-03-Total time on the phone was hour minFirst I was told there is no Nathan [redacted] W [redacted] thereThen I was told there were mutable Nathan [redacted] W [redacted] working there and they could not transfer my call until they knew which one I wanted to talk toThen I was told he was VP of the legal deptI was never transferred to that deptAll I got was I can’t help youI just sent all the documents they asked forI will let you know if I get a responseAs long as I am writing this, when they installed my thermostat it was not wired right and I have no heat or ACI had an appointment for 05- and 06-Both were cancelled by VivintI live in the high desert and it is starting to get warmI will most likely end up paying an ac company to fix thisVivint does not seem interested in fixing this problem st1\: [redacted] / [redacted] Style Definitions */ Sincerely, Douglas F*

August 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 2017To 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 Vivint’s technician damaged her front door during installation and the equipment has not been functioning properlyShe is requesting reparation to her front door and for the equipment to be fixedAt this time, Vivint’s Home Damage department is working with Ms [redacted] to compensate her for any damages done to her door, and is currently waiting on her responseVivint is also willing to offer a free appointment to address any equipment concerns Ms [redacted] has been experiencingVivint’s records show that on July 28, 2017, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months As stated in the Agreement, Vivint will provide reparation service to the equipment free of charge for one hundred and twenty (120) days after the installation is completeVivint’s records indicate that the system was installed on July 28, 2017, so Ms [redacted] is still eligible for a free technician appointmentShe may contact Vivint’s representatives to schedule this appointment at her earliest convenienceIf 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

I accept the response and want to make sure they take out of collections as soon as they canCollections keeps calling me everyday wanting money Thank you [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 Sincerely, [redacted]

August 25, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: *** Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: 9/15/ 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 took over her father’s account with VivintOnce the system was setup in her home, Ms [redacted] found the account for her father was still activeIn addition, her father’s account was sent to collectionsMs [redacted] desires for her father’s account to be closed and pulled from collections, and for Vivint to upgrade her equipment.A representative from Vivint has reached out to Ms [redacted] in an effort to resolve this matterMs***’s father’s account has been pulled from collections, and Vivint has closed the accountVivint also quoted an upgrade offer to Ms***This offer was waiving the cost of the upgrading the panelAdditionally, Ms [redacted] was also quoted lower than retail prices adding cameras on to the system; these prices varied depending on the renewal length of the AgreementVivint’s records indicate Ms [redacted] declined this offerAlthough Vivint feels the above offer is fair, Vivint would like to assist Ms [redacted] furtherIf Ms [redacted] agrees to one of the previously quoted contract lengths, Vivint will waive the cost of (1) camera of her choosing in addition to waiving the cost of the panelMs [redacted] would be responsible for the total cost of any additional cameraIf Ms [redacted] wishes to take advantage of this offer, I would advisor her to contact Vivint at [email protected] 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

August 13, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Olivia P [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern:I have reviewed the information provided by MsP [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsP [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsP [redacted] ’s satisfactionIf 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***

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 homeSince the last vivint tech left my home from attempting to fix this thermostat problem, my security system still does not function properlyIt has to be disconnected for a couple of weeks until another tech can come outThis is why I had to pay someone else to unhook the thermostat in the first placeWe 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 $ Sincerely, [redacted]

July 25, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 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] states that her mother has a contract with Vivint but has no system in her home and is moving to an assisted living facility Ms [redacted] further states that she has requested cancellation of her mother’s account but that Vivint will not cancel it She desires cancellation of her mother’s accountAt this time, Vivint has cancelled the account of Ms [redacted] ***, effective immediately.Vivint’s records show that Ms [redacted] contacted Vivint on May 17, because her alarm panel was beeping and she could not stop it She indicated that she had removed or disabled the panel, and Vivint scheduled a service visit to address the issue On May 30, 2014, Vivint’s technician arrived for the service visit and Ms [redacted] declined service and advised that she would call Vivint if she wanted another appointmentVivint was not notified of any further equipment issues and did not receive a written notice of cancellation for the account As such, the account continued to be charged each month pursuant to the signed Agreement.Vivint apologizes for any inconvenience or hardship that Ms [redacted] or Ms [redacted] may have experienced in attempting to resolve these concerns 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

May 25, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] 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 his internet service has been affect by multiple outagesMr [redacted] further states that the resolutions offer to him are unsatisfactoryMr [redacted] desires the cancellation of this account without penalty After further review, Vivint’s records show that Mr***’s agreement with Vivint Wireless has been cancelled and he has no further contractual obligation to VivintAn appointment has been scheduled for the removal of Vivint’s equipment on May 28, 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***

March 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, she is requesting cancelation of her account because she sent in her notice of cancelation within the time frame allowed on her new agreementA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is willing to cancel Ms [redacted] ’s agreementIf 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***

January 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Mrs [redacted] Vivint Account #: [redacted] Date of Agreement: March 16, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she has experienced technical issue with her systemMs [redacted] requests cancellation of her account A representative has reached out to Ms [redacted] via phone and email in an effort to resolve her concernsVivint is willing to cancel her account upon receipt of the equipmentShe may contact this representative to schedule an appointment However, it should be noted that Vivint’s records indicate that prior to the installation of any equipment, Ms [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 Ms [redacted] completed the required Pre-Installation Survey on March 16, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $each month during that term Further, Ms [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 Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Despite the information mentioned, 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 15, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Bradley K [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, To Whom It May Concern:I have reviewed the information provided by MrK [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrK [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrK***’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 *W***

September 28, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern: I have reviewed the additional information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has sent Ms [redacted] a copy of the Pre-Installation phone call via email 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