Vivint Smart Home Security

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

February 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 14, 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***’s satisfaction Vivint will cancel her account upon return of the new panel, and she will have no further obligation to Vivint Ms [redacted] may contact Vivint’s representative directly with any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that his System purchase and Services Agreement (“Agreement”) does not notify him of his cancellation feesAfter review, Mr***’s Agreement in Section states the price, payment, financial disclosure and termsSection of his Agreement states his responsibility to pay off the remainder of the Agreement if he should request cancellation earlyVivint remains willing to troubleshoot any equipment that may not be working and schedule a technician at no cost for Mr***Repair, not cancellation, is the proper 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

January 22, 2016Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] and [redacted] Vivint Account #: [redacted] Date of Agreement: October 28, To Whom It May Concern:In their rebuttal, Mrand Ms [redacted] allege that they have not received their refund of $They further allege that the balance on their online account shows a balance of $191.00.Vivint’s records indicate that the check for $was sent on 1/14/This check should be received within ten business days of 1/14/Vivint’s records further indicate that the payment of $was taken before Mrand Ms [redacted] were invoicedThat is the reason “make a payment” is showing up on their payment activityHowever, their balance is currently zeroIf 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***

February 24, 2017Revdex.com of UtahW 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 respondIn his complaint, Mr [redacted] explains that he was told that the term of his Agreement with vivint was months not As such, Mr [redacted] requests that the term of his Agreement be changed to months.Vivint’s records indicate that prior to the installation of any equipment Mr [redacted] completed a recorded 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 homeThe 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 August 10, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $plus any taxes 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 AgreementDue to this adjustment of the Agreement term is not warrantedIf Mr [redacted] has any questions or concerns he may contact Vivint’s Customer Care Department.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

October 24, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 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 his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 15, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Margaret T [redacted] Vivint Account #: [redacted] Date of Agreement: August 24, To Whom It May Concern: I have reviewed the information provided by MsT [redacted] and appreciate the opportunity to respondIn her complaint, MsT [redacted] alleges that she has been trying to cancel her account for over a yearMsT [redacted] desires cancellation of her agreement without penalty, and the refund of monies paid to Vivint over the last year Vivint’s records indicate that MsT***’s son informed Vivint that his mother had moved into a nursing home on April 25, MsT***’s son did not have the proper information at the time in order to be given any account detailsVivint mailed out documentation in order to assist MsT***’s son furtherOn June 17, 2015, MsT***’s son called in and claimed to have cancelled the account in June Vivint has no record of this requestMsT***’s son was educated on Vivint’s cancellation policy and the documentation needed in order to assist himOn July 6, 2015, MsT***’s son called in to check on the paperwork he sent to VivintVivint did receive the paperworkMsT***’s son then requested that Vivint refund his mother’s payments for the last yearMsT***’s son was informed that Vivint would be able to do so if he could provide proof of his requestA representative from Vivint has recently attempted to contact MsT***, in an effort to resolve these concernsThe refund of MsT***’s Vivint account for a year is not warranted at this time; however Vivint would like to assist MsT [redacted] furtherVivint can refund MsT***’s account if she can provide proof that she has resided in a nursing home for the past yearMsT [redacted] may email this documentation to: [redacted] @vivint.com, or fax it to: [redacted] , for faster processing.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, Nathan *W***

September 16, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 28, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] does not agree with Vivint’s thirty (30) day cancellation policyMs [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penaltyVivint has cancelled Ms [redacted] ’s Agreement as of September 12, as a gesture of goodwillVivint’s records indicate that Ms [redacted] entered into her Agreement on March 28, By signing her Agreement Ms [redacted] agreed to provide Vivint with a letter of intent to cancel thirty (30) days prior to the end of her Agreement term as stated in the Agreement (Section 2.4)Nevertheless, 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

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 meVivint said that they will remove their equipment on June 12th, cancel my account contract and also said that there will be no more billing due to faulty video Sincerely, [redacted]

July 19, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 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 upon signing the agreement, she was under the impression that she would receive months of free serviceMr [redacted] requests a refund of $ Vivint has agreed to immediately refund Ms [redacted] $She will receive this refund back into her account within 7-business daysIn addition, Vivint has issued a $credit to her account as promised by her sales representativeVivint apologizes for any delay or 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***

February 12, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint has waived any remaining balances and cancelled the accountMs [redacted] is under no further obligation to VivintIf she has 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

July 3, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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 by a Vivint representative regarding contract terms, and now is unable to cancel his agreement Mr [redacted] desires cancellation of the Agreement without penalty.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 July 16, 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***’s representations to ensure that he understood his commitments to Vivint as outlined in the AgreementVivint’s records further indicate that Mr [redacted] signed a System Purchase and Services Agreement on July 16, Cancellation of Mr***’s agreement without penalty is not warranted at this timeShould Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $2,866.53; however, in an effort to assist Mr***, Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $1, Alternately, Mr [redacted] has been offered a reduced monthly rate by $for the remainder of his initial term If Mr [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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

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]

Complaint: [redacted] I am rejecting this response because:I am not satisfied with the response from VivintI would like to l ow what company they sold my info to so I can file the complaint against that company 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 meThey are supposed to pick up the product and refund me as of todayAs long as they do as they say, then I am satisfied Sincerely, [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***

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, 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 his concernsVivint’s records indicate that this matter will be resolved to Mr***’s satisfaction once the system has been uninstalled on July 6, Should Mr [redacted] have any further questions or concerns 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: ###-###-####, 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, 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***’s satisfactionFollowing removal of Vivint’s equipment from her home, she will have no further obligation to Vivint She may contact Vivint’s representative directly with any further questions or concerns in this matter.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