Vivint Smart Home Security

August 14, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Christopher S [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, To Whom It May Concern:I have reviewed the information provided by MrS [redacted] and appreciate the opportunity to respondIn his complaint, MrS [redacted] alleges that Vivint installed faulty equipment which failed and caused damage to his homeMrS [redacted] desires the cancellation of his account without penaltyVivint’s records indicate MrS [redacted] first notified Vivint of the alleged damage on November 14, Vivint dispatched a Vivint field service professional to investigate MrS [redacted] ’s claims on November 17, The Vivint field service arrived at MrS [redacted] ’s home, but no one was home at the time he arrivedVivint has also made attempts to reach out to MrS [redacted] to provide assistance with the situation, but Vivint has been unable to reach MrS [redacted] Vivint’s records indicate that prior to the installation of any equipment; MsHeather S [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 MsHeather S [redacted] completed the required Pre-Installation Survey on December 11, During the recorded Pre-Installation Survey, MsHeather S [redacted] represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term Further, MsHeather S [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 MsHeather S [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementCancellation of MrS [redacted] ’s agreement without penalty is not warranted at this time A representative from Vivint has recently attempted to contact MrS [redacted] , in an effort to resolve these concernsShould MrS [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist MrS [redacted] , Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $ [redacted] If MrS [redacted] wishes to take advantage of this 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: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

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

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]

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***

December 8, Revdex.com of Utah W S Salt 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 Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that he has moved from the residence at which the system is installed and his new apartment will not allow the installation of a complete alarm systemHe further explains that he attempted to have someone take over his account; however, the takeover process was not completedMr [redacted] requests that Vivint either provide some form of service at his apartment or cancel his account Seeing as Mr [redacted] ’s apartment does not allow the installation of security equipment, Vivint would be unable to provide the service requestedHowever, although not warranted and out of goodwill, Vivint will cancel Mr [redacted] ’s account 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 May 27, 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 $each month during that term Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Despite the information mentioned, Mr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

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 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

Tell us why here...September 2, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 10, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he has experienced technical issues with a particular piece of equipmentMr [redacted] requests cancellation of his account without penaltyA representative from Vivint has reached out to Mr [redacted] via email with a proposed resolutionMr [redacted] may contact this representative directly to reach an 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jenny P [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, To Whom It May Concern:I have reviewed the information provided by Ms P [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 is in progress and a resolution will be reached to MsP [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: [redacted] , attention Department – LegalSincerely, Nathan *W***

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***

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

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] Thank you

February 21, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 7, 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 doorbell camera has not worked properlyMs [redacted] requests cancellation and a refund At this time, Vivint is willing to cancel Ms [redacted] ’s account without penaltyNo refund is warranted 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 August 7, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) 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 Ms [redacted] contacted Vivint on September 7, to receive assistance with her doorbell cameraAccording to the contract, it is the customer’s duty to test the system monthly and notify Vivint of any issuesVivint did not receive any further contact regarding the doorbell camera until the theft occurred in November of 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

March 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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 was charged for her monthly service fee when her account should have been cancelledMs [redacted] desires a refund for $73.30.Vivint’s records indicate that Ms [redacted] has received her refund of $Ms [redacted] account has been cancelled and she has no further obligation to VivintIf 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***

September 28, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 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 has had a negative experience with Vivint’s equipment and service, and that she has been unable to have a technician at her home to retrieve Vivint’s equipment Ms [redacted] desires to have Vivint’s equipment removed from her home immediatelyVivint’s records show that Ms [redacted] ’s account is cancelled and she has no further obligation to Vivint A Field Service Professional is currently scheduled to be dispatched to Ms [redacted] ’s home on October 17, 2015, to remove Vivint’s equipment If Ms [redacted] has any questions or concerns regarding this appointment, she may contact Vivint at ###-###-#### 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

June 12, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 3, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records show that Mr [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she 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 $each month, plus applicable taxes, during that term Vivint’s records further show that Mr [redacted] stopped making his monthly payments As such, the account was cancelled for non-payment on June 30, 2014, and was sold to an outside collections agency Mr [redacted] must settle the balance of his account with this 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

November 14, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: June 17, 2011To Whom It May Concern:In her complaint, Mr [redacted] would like Vivint to provide the name of the collections agency his account was sold too Since Mr [redacted] ’s account was sold in 2013, Vivint is unable to know which collection agency currently trying to collect on Mr [redacted] ’s accountIt is a common practice for collection agency to trade account between each other Vivint is unable to provide this information to Mr [redacted] .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***

November 28, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 6, 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 had equipment complications with her security system that have not been resolved, and that Vivint’s installation caused damage to her home Ms [redacted] further states that she was not aware of the forty-two (42) month Agreement and has been unable to cancel her service She desires to have the system removed from her home, her payments refunded, and her Agreement cancelled without penaltyA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concerns At this time, Vivint is willing to cancel Ms [redacted] ’s Agreement and refund her payments if she will allow Vivint to retrieve its equipment from her home Vivint’s records show that Ms [redacted] notified Vivint of her equipment concerns shortly after installation, but after the first appointment Ms [redacted] has continued to have issues that have not been resolved Ms [redacted] signed an Agreement on October 6, with an initial term of forty-two (42) months and a monthly services fee of $90.99; however, Vivint agrees to cancel the Agreement at this time Ms [redacted] may contact Vivint’s representative directly to schedule removal of the equipment from her home Following the removal, Ms [redacted] will have no further obligation to Vivint and all monies paid to Vivint will be refunded to herIf 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

August 18, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Meredith U*** Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern:I have reviewed the information provided by MsU [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsU [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is in the process of being resolved to MsU***’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***

June 7, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 3, 2017To 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 has been attempting to cancel his account for three weeks to no availHe is requesting immediate cancellation.Vivint received Mr [redacted] ’s Notice of Cancellation on May 16, and the account was subsequently cancelled on May 30, Mr [redacted] is under 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 – LegalSincerely, Nathan *W***Chief Compliance Officer