Vivint Smart Home Security

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

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]

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]

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

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***

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

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***

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

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***

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***

September 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 21, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint’s records indicate that the account was cancelled on August 24, Vivint apologizes for any undue delay or inconvenience this has caused 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 [redacted] Chief Compliance Officer

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

September 24, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 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] alleges that she received a alarm fee and desired cancellation, further that she had sent in her notice of cancellation but the account has remained activeMs [redacted] has entered an agreement with another security company and desires cancellation of her Agreement with VivintVivint’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 April 20, 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 $ [redacted] plus any applicable taxes 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***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Further, Vivint’s records indicate that a notice of cancellation has been receivedA verbal confirmation of the account cancellation is also required to proceed with any cancellation request to verify that the customer does wish to cancelAt this time cancellation without penalty is not warrantedIf Ms [redacted] desires to finalize her cancellation she will need to either transfer her service to another individual or pay off the remaining balance on the accountThe total amount to cancel the account is $ [redacted] However in an effort to assist Ms [redacted] Vivint will agree to cancel the agreement for $***I would advise Ms [redacted] to call Vivint’s Customer Loyalty department at ###-###-#### to facilitate this 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***

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]

December 13, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 11, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond Vivint is unable to remove her account from collections as it has been soldMs [redacted] must settle the balance of her 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 3, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondMr [redacted] desires a refund of all movies paid to Vivint, removal of Vivint equipment from his home, and cancellation of the agreement without penaltyVivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr [redacted] contacted Vivint’s Customer Care to address any concerns from the Pre-Installation Survey and cancel services After further review, Vivint records show that Mr [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintVivint’s records further indicate that a refund in the amount of $1,is being sent to Mr [redacted] in the form of a check, to refund the monies paid to Vivint by 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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

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

June 7, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that the refund was submitted on May 31, and it has been confirmed that Ms [redacted] has received her refund 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***

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