Vivint Smart Home Security

September 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 27, 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 misled about the terms and conditions of his contract by his Vivint sales representativeMr [redacted] further states that Vivint did not provide the service he desiredMr [redacted] requests that Vivint cancel his Agreement without penaltyVivint will agree to cancel Mr [redacted] ’s account without penaltyVivint’s records indicate that prior to the installation of any equipment, Mr [redacted] signed a System Purchase and Service Agreement (“Agreement”)Every customer must sign this Agreement, and if a customer does not sign the Agreement, Vivint will not install any equipment in the customer’s home Our records show that Mr [redacted] signed his Agreement on February 26, By signing his Agreement Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termIn addition, Mr [redacted] ’s Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that he may request a service visit (Sections 5, 12).Despite the above information, Vivint has cancelled Mr [redacted] ’s account and he 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 11, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 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 was double charged in November She further explains that she was offered three months of credit, however, she never received thatMs [redacted] is requesting cancellation of her account without penalty At this time, Vivint has agreed to immediately remove Ms [redacted] ’ account from collections Vivint has no record of the three month credit offerHowever, out of goodwill, Ms [redacted] has no further obligation to VivintVivint apologizes for any inconvenience this has caused Ms [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***

Complaint: [redacted] I am rejecting this response because:I'm not sure where the disconnect or lack of comprehension is coming from with Vivint's responseOpposed to addressing the FACTS that my indoor cameras that DO NOT work, they continue to respond with dates and inaccuraciesFor the final time my contract did not go into effect until the time of install which was 5/31/Secondly, my response from 5/31/has been taken out of context and misconstrued I never said I was happy with everything, I advised I was content with the equipment that was there and expressed my concern regarding my broken garage door I was left with as well as not having the indoor cameras because the technician did not bring them as he stated they were out of stock Therefore, how could I possibly say I was happy with the cameras or everything when in fact I was missing the cameras In addition, I have emails that I am more than happy to provide from where I contacted Vivint about their poor service and lack of ability to follow through and these emails stem from 4/23/to 8/15/15.Had I known that I would have been left with cameras that do not function at night, I obviously would not have accepted the equipment, nor entered into a month contract Also if the salesman, Mark R [redacted] had not LIED to me stating that the indoors cameras work just as well as the outdoor cameras I would not have accepted their services Vivint wanted my business and would not stop to get it, which is why they gave me all of the equipment and installation for FREE,and I would have gotten the outdoor cameras installed for free as well during the sales negotiation process , otherwise I would not have accepted their servicesEssentially, Vivint's stance is they lied to me about the ability of the equipment to work properly in particular at night and they are willing to take it back in exchange for what I initially asked for but wants me to pay installation feesThat is ABSOLUTELY ABSURD and NOT going to happen!! I didn't pay an installation fee in March and I will not pay one nowNor will I pay $3,which is the total of $over the course of months for cameras that DO NOT work and I will not pay a pro rated amount to terminate the contractVivint is in breach of the contract for failing to provide working equipment so if their position is they will not install WORKING equipment at their expense then we will part ways now.In addition, I want them to provide a copy of every phone call and conversation from March to September 2015, as those calls will prove what was sold to me opposed to what I actually haveYou will also hear the utter dissatisfaction during the calls Sincerely, [redacted] ***

January 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: September 10, Date of Addendum: March 12, 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 requested cancellation of her Agreement at the end of her initial term, with a 30-day notice as instructed in the AgreementMs [redacted] states that Vivint has not cancelled her Agreement and is claiming that she owes $to fulfill her extended term She desires cancellation of her Agreement without penalty and a refund of December’s payment in the amount of $49.99.At this time, Vivint will waive the remaining months of the extended term and will cancel Ms***’s Agreement without penalty, effective immediately Vivint will also send a check in the amount of $to Ms***’s mailing address, to refund December’s payment.Vivint’s records show that on September 10, 2010, Mrand Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the Agreement would have lapsed on March 10, However, Vivint spoke with Mr [redacted] regarding the alarm service on March 12, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of the Agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, 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 Vivint Due to this extension of the Agreement, cancellation would not be warranted until September 2017; however, Vivint agrees to the above resolution Mrand Ms [redacted] have no further obligation to Vivint, and they may expect their refund check in the mail in 7-business days.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 will be looking for any documentation that I have from Vivint on the other account because it was cancelled at the same time as this accountIf it shows my service contract was through March 2014, than I want the refund from March to currentI did speak with a repthis morning and she said she saw notes from Kolby P [redacted] from back in December and then I read her an email correspondence that I had with Courtney M [redacted] from April She is giving me a refund from April because she "believes" that I have this email from Courtney even though there is no notes in Vivint's system that corresponds with what I'm sayingIf that's the case, why can't they refund me from December when it shows the notes in the system from Kolby? I spoke with several people prior to Kolby, but there is no notes about that eitherThis company is VERY careless with their customer serviceThey don't seem to care about the customer at allThey were all nice when you sign up, and then they do not follow up with any of their promisesThey also claim that I cancelled my service in June, but they still took another payment out in JulyI will find some documents to prove my claim and I expect a refund from March - July Sincerely, Krista M***

May 10, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 12, Date of Addendum: September 18, 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 she has moved into an assisted living facility; however, she has been unable to cancel her accountMs [redacted] requests that Vivint cancel her account without penalty Ms [redacted] ’s account was closed and sent to collections on April 27, due to non-paymentHowever, Vivint is willing to remove Ms [redacted] ’s account from collections Vivint spoke with Ms [redacted] regarding her alarm service on September 18, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Mr [redacted] requested that Vivint cancel her account due to her moving into an assisted living facilityVivint requested that she send in paperwork from her assisted living facility that stated she was living thereMs [redacted] did not send in this documentation; therefore, her account was not cancelled at that timeDespite 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

August 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 16, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was misled by Vivint’s sales representative regarding the term length of her System Purchase and Services Agreement (“Agreement”) and Vivint’s procedures in the event of a move Ms [redacted] has moved and is still paying for service She desires cancellation of the Agreement without penalty At this time, Vivint will waive the remaining seven (7) months of Ms [redacted] ’s Agreement and cancel the account, effective immediately.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 October 11, 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 Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Although cancellation of the Agreement is not warranted at this time, Vivint has waived the remaining months in an effort to assist Ms [redacted] 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

September 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 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 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:In regards to ID# [redacted] I would like to respond: When Sterling C [redacted] came to my house to register me, I told him that I was years old and on a fixed budget I further explained that I did not want to sign a contract When I did sign my name he told me that I was signing in order to have service installed In their response they mention the cameras not working but my original call to them was to have my sliding glass door secured since it was off-line I explained that I was leaving town and because of the field behind my house where unsavory characters walked I needed to have my back door secured before I left They responded by telling me that their techs would have to work overtime to service my system I had to rely on neighbors and relatives to check my house various times of the day and night until I returned When I tried to give my grown children the app so that they could check my house using their cell phones, I found out that the cameras were out and have no idea how many months they had been out, however starting in December would make it four months since I have had my entire house secured When I first called to complain about my sliding glass door, the young lady was totally disinterested in my problem I begged to have someone repair the sliding glass door but was ignored Who wants service providers who aren't interested in their clients' repair needs? I state emphatically that I do not want to continue with Vivint and I do not want to be straddled with a bill for a contract that I was duped into if indeed I did sign something I am calling in the Council on Aging to see if they can provide assistance if Revdex.com can'tSincerely, Sincerely, [redacted]

February 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 7, To Whom It May Concern: I have reviewed the response from Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that she fees unsafe stating that if someone cuts her internet line that they could break into her home without Vivint knowingAs such, Ms [redacted] still requests cancelation of her account without penalty.A representative from Vivint has previously attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s system is able to communicate with Vivint via the internet and a cell chip that is inside the panelTherefore if the internet is disconnected the panel is still able to communicate with VivintVivint has taken every step it can to ensure the system works as intendedHowever, Vivint does require the customer to test the system at least monthly to ensure that the system is continually working properly, as outlined in the contract section 12: Customer DutiesDue to these facts, cancelation of Ms [redacted] ’s account without penalty is not warrantedIf Ms [redacted] would like to cancel her service early then she may contact Vivint’s Customer Loyalty Department and they can provide her with her within term cancellation optionsShe may she may contact the representative who previously reached out her if she has any questions.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 meI also spoke to Bee from Vivint's legal department and she notified me that I will receive the four months credit due to me for the downtime.I appreciate the Revdex.com's assistance in resolving this matter Regards, [redacted] ***

April 26, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 2, 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 this representative and Ms [redacted] have agreed upon a resolution 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

January 23, 2018Revdex.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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was pressured by a Vivint representative, who misrepresented the terms of her Agreement Ms [redacted] desires cancellation of her Agreement without penalty.Unfortunately, we are unable to find the Vivint account in question with the information given by Ms*** A Vivint representative has attempted to call Ms [redacted] at the number provided but was informed that it was an incorrect numberVivint requests that Ms [redacted] contact this Vivint representative by phone at (801) 222-to provide additional information to locate her 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***

Complaint: [redacted] I am rejecting this response because:The compliance officer noted that the account is in my name This is inaccurate (see attachment) As previously stated, I have dedicated excessive time in resolving this matter Vivint repeatedly engages in fraud by allowing the account to be in the wrong person's nameI know other Vivint customers that experienced simat problems which could be a class action lawsuit Please see the attachmeny indicating the bill remains in the wrong name.I request the following:1- Name change on bill2- Zero balance Sincerely, [redacted] ***

February 20, Revdex.com of Utah W S Salt 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 respond A representative from Vivint has recently attempted to contact Mr [redacted] via phone in an effort to resolve his concernsVivint advises Mr [redacted] to contact this representative for assistance 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

September 10, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 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 that she fulfilled the initial term of her Agreement with Vivint, and that she has been unable to cancel her account at this time because of a verbal extension she made to her Agreement Ms [redacted] desires cancellation of her Agreement without penaltyAfter further review, Vivint’s records show that Ms [redacted] did agree to an extension of the term of her Agreement on May 22, This extension was for twelve (12) months from that date As such, Ms [redacted] has fulfilled her initial and extended Agreements with Vivint Per Ms [redacted] ’s written request, Vivint will cancel her account at this time, without penalty Ms [redacted] has no further obligation to Vivint and will not be billed further.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***

November 7, 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 has continued to come to his house after being told he does not want the systemMr [redacted] wishes for this behavior to stopThis behavior is against Vivint’s policy regarding their sales representativesVivint would like to address this with the sales representative in question; however Vivint has not been provided with any identifying information regarding the employee who went to Mr [redacted] ’s homeIf Mr [redacted] could provide either a name or an employee ID number, Vivint will reach out to the employee’s manager to correct this behavior.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

April 29, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 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 requested cancellation of her account thirty days prior to the end of her initial term, but that Vivint charged her for service after this request Ms [redacted] further alleges that Vivint has not refunded her this payment Vivint’s records indicate that Ms [redacted] provided a written thirty day notice of cancellation to Vivint on March 4, 2015, and the account was cancelled on April 2, Vivint will refund the payment taken on March 25, A check in the amount of $ [redacted] is being sent to the mailing address on file, to refund this payment Ms [redacted] ’s account is cancelled, and she 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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

August 8, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 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 alarm system has not operated correctly since it was installedMs [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty, a refund of all monies paid to Vivint and the holes in her wall repaired by VivintVivint agrees to cancel Ms [redacted] ’s Agreement without penalty, refund her all monies paid to Vivint and repair any holes in her wall that resulted from the installation of her alarm system provided Vivint can remove the alarm system from her homeVivint suggests that a customer have internet service in order to utilize the system appropriatelyIt is important to mention section twelve (12) “Customer Duties” of the Agreement“Some device features may require an internet connection and/or smart phone technology and any charges for the same will be your sole expense and responsibility.”Since Ms [redacted] did not facilitate the internet connection to her alarm system the cameras and other alarm functions may not operate correctly or with a delayNevertheless, Vivint agrees to the above resolutionI would advise Ms [redacted] to reach out to the representative who has contacted her regarding this matterIf 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 5, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 10, 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 there was damage to her home which resulted from the installation of the Vivint security systemShe explains that all this damage has been repaired by Vivint save for damage to an intercom system in her homeMs [redacted] requests that Vivint arrange for repairs to this intercom system.Vivint’s records indicate that Ms [redacted] ’s home damage claim was assigned to a Vivint Claim ManagerThis representative was unable to locate a contractor willing to provide an estimate or complete repairs to Ms [redacted] ’s intercom systemTo proceed with this home damage claim Vivint requires that Ms [redacted] obtain estimates from two contractors to repair the damageOnce Vivint has received these estimates from Ms [redacted] they will proceed with resolving Ms [redacted] ’s claimAlternatively Vivint has offered Ms [redacted] $to resolve this claimMs [redacted] should contact Vivint’s Home Damage department to proceed with either offer.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-attention Department - LegalSincerely, Nathan *W***