Vivint Smart Home Security

September 24, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Vivint had drafted a payment of $from her bank accountMs [redacted] desires cancellation of her account and a refund of monies paid to VivintVivint’s records indicate that a refund of $ [redacted] was sent to Ms [redacted] on August 29, Since Ms [redacted] had never actually paid this amount Vivint attempted to draft it back on September 8, Ms [redacted] ’s bank account would not allow this charge and it was returned due to non-sufficient fundsSince Vivint had inadvertently sent Ms [redacted] $ [redacted] that was not warranted Vivint will not cover the non sufficient funds fee that she had received nor will Vivint attempt to collect the $ [redacted] from Ms [redacted] Ms [redacted] 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

June 29, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to 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 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

December 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 25, 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 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: The account should have been closed May 23, when they received my cancellation and settlement payment with no further obligation from that dateSo no further obligation from May, 23, not no further obligation from July 12, 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 Sincerely, [redacted] As long as the Vivint representative follows through with their promise

December 18, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 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 he requested cancellation of his account within his Right of Rescission period, and that Vivint continues to bill him for serviceMr [redacted] desires cancellation of his Agreement without penalty, and removal of Vivint’s equipment from his homeVivint’s records show that Mr [redacted] signed an agreement with Vivint on September 4, 2015, in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1) A written notice of cancellation was not provided by Mr [redacted] until November 6, 2015, and as such his account continued to be invoiced A representative from Vivint has attempted to contact Mr [redacted] , in an effort to resolve these concerns Due to his attempts to cancel the account within the Right of Rescission period, Vivint has agreed to cancel Mr [redacted] ’s account without penalty, effective immediately, and will waive the past due balanceMr [redacted] may contact Vivint’s representative to arrange for the equipment to be removed from his home.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 25, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 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 he was promised a $credit that was never applied to his accountMr [redacted] desires the credit to be appliedVivint’s records indicate that a representative had attempted to reach Mr [redacted] on September 9, in an effort to resolve his concernsAt that time Vivint had applied the appropriate downtime credit of two (2) months of service and a $goodwill creditAlthough Vivint does not have any record of Mr [redacted] being promised an additional credit of $100, in an effort of goodwill Vivint will agree to apply Mr [redacted] ’s account with the additional $creditIf 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 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, 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 that he has had equipment complications since the installation of his system that have not been resolvedMr [redacted] desires cancellation of his Vivint 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 August 30, 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 termVivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint Further, Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel servicesCancellation of Mr [redacted] ’s agreement without penalty is not warranted at this time.Vivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on November 27, 2016, and Vivint’s Scheduling department found an appointment for November 28, 2016; however, Mr [redacted] canceled this appointmentVivint was not notified of any further equipment issues until recently Mr [redacted] notified Vivint of his equipment concerns on April 18, 2017, and an appointment was scheduled for April 20, Mr [redacted] again notified Vivint of his equipment concerns on April 25, 2017, and an appointment was scheduled for April 29, However, Vivint’s records indicate that Mr [redacted] canceled this appointment when the technician arrived to his homeAdditionally Mr [redacted] was offered a credit to his billing account to cover two (2) months monitoring fee to which Mr [redacted] declined.Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and 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 fair even though I do not agree wholeheartedly of how they do business with consumers and attempt to cover up for their dishonest employees Sincerely, [redacted] ***

January 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, To Whom It May Concern: I have reviewed the additional information provided by Ms [redacted] and appreciate the opportunity to respond Ms [redacted] explains that her equipment was out of commission for an extended time period Ms [redacted] did not notify Vivint of the system issues until October 19, Vivint sent a technician to her home within days to fix the systemDuring this appointment, the technician offered to fix the system; however, Ms [redacted] declined this offer As previously offered, Vivint is willing to fix Ms [redacted] ’s equipment and refund four months or paymentsIf Ms [redacted] would like to take advantage of this offer, she may contact [email protected] 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

I have read and reviewed the response from Vivint!! I agree with the resolution!! I sent a email to the Company's Legal representativeThanks to Revdex.com and Vivint for contacting me 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] ***

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, Kirk ***

May 7, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 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 he has had equipment complications with his security system, and that Vivint has been unable to schedule a service visit for him in a timely manner Mr [redacted] desires cancellation of his agreement without penaltyVivint’s records show that Mr [redacted] first notified Vivint of his current concerns on April 24, 2015, and a service appointment has been scheduled for May 30, A representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve his concerns To assist Mr [redacted] , Vivint has applied a credit to his billing account to cover one month of service.Ms [redacted] signed a Purchase and Services Agreement and Mr [redacted] participated in a telephonic Pre-Installation Survey upon installation of their Vivint system, in which they represented that they understood and agreed to the initial term of sixty (60) months They also represented that they would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Cancellation without penalty is not warranted 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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

Complaint: [redacted] I am rejecting this response because: the settlement offer was paid and resolved; which we were on a month to month contract at the time; which was offered by VIVINT and we agreed after the last payment issues with VIVINT that allowed us to cancel service wheneverThe concern l have now is that Perfect Collections is stating we renewed our account for another year and is charging $for a renewal contract which is not trueWe never renewed our contract with VIVINT in nor thereafterSo this should be corrected by VIVINT and removed from all credit report bureausI would not recommend VIVINT to anyone after all of thisI have been a value customer for many years and this is how they treat their customersNot good customer service at all Sincerely, [redacted]

July 28, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 15, Date of Addendum: November 4, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that he 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] requests cancellation of his agreement without penalty At this time, Vivint is willing to immediately cancel Mr***’s account without penalty By way of explanation, Vivint spoke with Mr [redacted] regarding his alarm service on November 4, 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 thirty-six (36) 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 thirty-six months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite this information and the validity of the extension, Mr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

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 if refunds are sent to me by way of USPS in form of check within days of cancellation date which was 3/21/when Vivint turned off service to system before they retrieved it Sincerely, [redacted] ***

December 8, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 she has requested cancellation of her account but Vivint has not respond, and continues to charge her for the serviceMs [redacted] desires for the account to be cancelled, and for Vivint to stop charging her for returned paymentsA representative from Vivint has recently been in contact with Ms [redacted] in an effort to resolve these concernsAt this time, Vivint is willing to remove the payment information to prevent further returned payment fees, however Ms [redacted] is still responsible for the remainder of her agreementVivint did receive Ms [redacted] request for cancellation, however the account is not eligible for cancellation as of this momentVivint’s records show that on June 30, 2014, 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 does not end until December 30, If Ms [redacted] wishes to cancel the service prematurely, she may payoff the remainder of the agreementThis balance is currently $Despite the above information, in resolution to this matter, Vivint will remove the payment information from the account to prevent further ‘return payment’ fees from accruingThe account will remain active and Ms [redacted] is still responsible for the monthly service fee and any past due amountIf Ms [redacted] would like to pay off the account, she may 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and will accept it just to get rid of this company.It's unfortunate in Vivint's response, they don't explain quite all of the details They seem to have conveniently left out a few to make it appear this is all the customer's fault.The malfunction of the system occurred on June 19, which was a week-end When I reported the malfunction, the person I spoke with said he could not book a technician to come fix the system because it was the week-end He said scheduling would call to book an appointment And yes they did call to book an appointment as stated for June We were not home when scheduling called They left a message on our answering machine to say an appointment was scheduled and that we needed to call to confirm the appointment We were away and did not call Vivint to confirm the appointment I still have the voice mail if they want it However, they sent out a technician anyway The technician was dispatched & left his message on our door to say he had made his visit Interesting how Vivint left this bit of information out of the chain of events Instead, they said the appointment was made, they paid a visit and we weren't home This was made to sound like our fault because we weren't home.Further, yes a vivint representative did call and offered not to charge for September and October for what they call a courtesy! LOL!! But the system still was not fixed!After making a complaint about the November account dipping, I received an email from Vivint offering various options to extend my contract I responded by saying "Let's get the system fixed before we talk about a package." Vivint did not respond Unfortunately, I would never recommend this company to anyone Unfortunately, poor customer service travels faster than good customer service Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am not satisfied with the response from the company I was a victim of bait and switch, it was not stated clearly at any time that it was a year contract I want this contract cancelled I also plan to take copies of the signatures to the police department to file a claim as well I asked what kind of qualifications Landon Norris had to compare signatures and whether he is board certified to so That question was not answered I will also accept the offer for legally binding arbitration from the Revdex.com to resolve this matter, if necessary Sincerely, [redacted]

October 31, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 had a negative experience at the time she was sold the Vivint system, and that she still has not received the doorbell camera that she was promised Ms [redacted] desires to have her doorbell camera installed immediately, or cancellation of her Agreement without penaltyA representative from Vivint has recently been in contact with Ms [redacted] , in an effort to resolve this matter A Vivint Field Service Professional is scheduled to be dispatched to Ms [redacted] ’s home on November 12, 2015, to install the doorbell cameraI apologize for any undue delay in this process, and for any inconvenience this may have 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***