Vivint Smart Home Security

September 23, Revdex.com of Utah W S Salt 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 respond In her complaint, she explains that her account was to be cancelled in July of 2016; however, she continued to be charged through SeptemberMs [redacted] is requesting cancellation of her account and a refund Vivint has agreed to immediately cancel Ms [redacted] ’s accountIn addition, a refund of $has been submitted and will go back into her account within 7-business daysVivint apologizes for any inconvenience this may have caused and for any undue delay 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

May 20, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 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 satisfactionVivint has canceled Ms [redacted] requestedMs [redacted] may contact Vivint’s representative directly if she has any questions or concernsIf 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 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: April S*** Vivint Account #: [redacted] Date of Agreement: July 6, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS***’s satisfactionAn appointment for the removal of the alarm system is scheduled for August 17, MsS***’s account will be cancelled once the alarm system has been removedIf 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***

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 Compaint # [redacted] [redacted] Message:The company, Vivnt Home Security, has adequately responded to my complaint, returned the disputed funds, and the matter is now resolvedI would like to withdrawal this complaint or have it listed as resolved to customer satisfactionThanks Sincerely, [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 Although I disagree that the company, Vivint, stated in their response that I was still under a 42-month contract through 7/20/2016, I am completely satisfied with the outcome of my complaint I must have misunderstood the contracts terms and conditions, as I sincerely believed that my contract had expired May since my initial contract began May as they also confirmed in their response Thank you from the bottom of my heart for your assistance in resolving this complaint for me I also want to say "thank you" and express my sincere appreciation to Vivint for waiving any outstanding balance that may have resulted due to the uncertain/questionable end contract date, which I believed to be May With warm regards Sincerely, [redacted]

August 8, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contacted Ms [redacted] , in an effort to resolve her concerns After further review, Vivint agrees to cancel Ms [redacted] ’s agreement with VivintVivint request that the Vivint equipment be removed from Ms [redacted] ’s home prior to the account being cancelledFollowing retrieval of the equipment from Ms [redacted] ’s home, her agreement with Vivint will be cancelled and she will have no further contractual obligation to Vivint I advise Ms [redacted] to contact a Vivint representative at (801) 221-to schedule this 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

June 12, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 18, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she moved and transferred her Vivint service and Agreement to a third party in 2016, but that Vivint continued to charge her for service Ms [redacted] desires a refund of $and for Vivint to cease collection attempts Vivint’s records indicate that Ms [redacted] has spoken with a representative from Vivint regarding this concern A check in the amount of $is being sent to Ms [redacted] , to refund the monies paid to Vivint since October 29, She may expect this check in the mail in 7-days 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

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 We appreciate their response and their agreement to close the matter with nothing more owed I also want to thank the Revdex.com of Utah for interceeding in this matter Sincerely, [redacted]

January 15, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 9, To Whom It May Concern:I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] states that he did not sign a contract for a system in TennesseeVivint’s records indicate that on May 9, 2015, Mr [redacted] signed a Purchase and Service Agreement with an initial term of forty-two (42) months for the address in questionAdditionally, Vivint has previously conducted a forgery investigation into the account and determined that all signatures on file match the signature provided If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: I don't have an issue with the agrreement or the price my issue is with the company's customer service and the amount of time that it takes to get a service callI have had this service in my new home since Feb and I have had issues with my security camera on and off and now it's completely offI don't think any one at the company would want their family's safety put in jeopardy for an entire monthI'm not pleased with the service or the costumer serviceI called on Vivint on Friday and spoke with a customer service rep and no one could resolved my issueI was told I would be contacted back and I didn't hear from any rep until MonI sat home Saturday morning waiting for an appointment that was supposed to happen between am At I called and the rep said that the tech was on the wayAround I call Vivint and that when they could find my service call and told me they could come out until the 30thThat ridiculous to have to wait an entire month to get my system fixedI didn't agree to a month credit I just wanted to get it fixedI would still like to be released for my contractI'm not satisfied and the haven't provided what was promised Sincerely, [redacted]

February 17, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 29, 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 her concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionIf Mr [redacted] needs any additional assistance, he 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 – Legal Sincerely, Nathan *W***Chief Compliance Officer

October 14, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, 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 alarm system has not operated correctly despite numerous technicians sent to his homeMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty and a refund of all monies paid to VivintVivint agrees to cancel Mr***’s Agreement without penalty and waive the past due balance on his accountAs of the date of this letter Mr [redacted] has no further obligation to VivintVivint’s records indicate that Mr [redacted] entered into his Agreement on June 19, By signing his Agreement Mr [redacted] agreed to pay a monthly service fee of $plus any applicable taxes throughout a term length of forty-two (42) monthsSection three of the Agreement states that “We do not warrant that the system cannot be defeated or compromised or that it will always operate”Vivint relies on its customers to inform Vivint of any issue that arises so the matter can be resolvedSince Vivint has been providing monitoring service to Mr***’s alarm system a refund of all monies paid to Vivint is not warrantedNevertheless, Vivint agrees to the above resolutionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 11, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn Ms [redacted] ’s complaint, she explains that she has had issues canceling her account, as well as billing issues after the account was canceledAs such, Ms [redacted] requested her account to stay canceled and her account balance cleared.A representative from Vivint has recently attempted to contact Ms [redacted] via email to resolve her concernsVivint’s records show that this issue has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s account has been canceled and the balance of the account clearedMs [redacted] no longer has any obligation to VivintMs [redacted] may contact the Vivint representative who reached out to her 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

August 4, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 that he was told by a Vivint sales representative that a home security system would be free if he paid a monthly fee, and then the representative tried to get him to sign a contract with a total amount of $3, Mr [redacted] desires for Vivint to give him a free system if he signs up for wireless monitoring Vivint’s records confirm that Mr [redacted] was approached by a sales representative but did not agree to sign the required contract to have a system installed in his home As such, Mr [redacted] is not a Vivint customer and he has no obligation to Vivint Vivint will provide Mr***’s feedback to sales management in the area.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

June 2, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 2016To 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 panel’s volume has not been functioning correctly and he is unable to lower itHe is requesting that his monthly bill be adjusted until this issue is fixedAt this time, Vivint is willing to offer a free month of service to compensate for the inconvenienceVivint’s developers are aware of the volume control issue in the latest panel update and are working to fix it as soon as possibleNumerous customers have reported experiencing this issue and Vivint has prioritized finding a resolutionVivint apologizes for any inconvenience this panel issue has caused and will inform Mr [redacted] of a solution when one is developedThe month of free service has been credited to his account.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 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr***If Mr [redacted] has any further questions or concerns, he may contact that 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

February 16, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, Date of Addendum: July 23, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn her complaint, Mr [redacted] alleges that he does not recall extending the term of his Agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on November 10, 2010, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months As such, the initial term of the Agreement would have lapsed on November 10, However, Vivint spoke with Mr [redacted] regarding his alarm service on July 23, 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 to which Mr [redacted] agreedIndeed, 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 VivintAlthough the extension of the Agreement is valid, in an effort to resolve this matter, Vivint has agreed to the cancellation of Mr [redacted] ’s account without penaltyMr [redacted] no longer has an 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***

December 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that his service has not been active for monthsAs such, Mr [redacted] requests cancelation of his account.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this has been resolved to Mr***’s satisfactionMr***’s account has been canceled as of December 7, If Mr [redacted] has any questions or concerns he can contact the representative who reached out to him 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: 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] [redacted]

November 14, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges she has been experience equipment concerns that Vivint has been unable to resolveMs [redacted] desires the cancellation of the account without penalty 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 June 27, 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 $ [redacted] 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] notified Vivint of her panel freezing on August 14, A Vivint representative was able to resolve this concern by resenting the systemOn November 7, 2015, Ms [redacted] contacted Vivint’s Customer Care department and reported the panel was still freezingThe Vivint representative explained this was a software issue, but the call was dropped before the representative could assist Ms [redacted] Vivint has a lifetime warranty on all their equipment and remains willing to assist Ms [redacted] with her panel concernRepair rather than cancellation is the proper course of actionVivint would like to offer Ms [redacted] a free service visit with a Vivint field service professional in order to resolve her concernsMs [redacted] may contact Vivint’s Customer Care department to schedule the appointment at ###-###-####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***