Vivint Smart Home Security

March 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, Date of Addendum: September 24, 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 after moving into a new home, she had confirmed an appointment with a Vivint representative to have a technician sent out to install Ms [redacted] ’s systemThe technician had a four hour window of which he had to arrive at Ms [redacted] ’s home, Ms [redacted] arrived an hour into that time frameAfter waiting almost the full length of the time period for the technician to arrive, Ms [redacted] called a Vivint representative which informed Ms [redacted] that the appointment had been cancelledMs [redacted] had attempted to cancel her account with Vivint multiple times, and was eventually sent to collectionsMs [redacted] desires cancellation of her Agreement and removal of her account from collections Vivint has agreed to cancel Ms [redacted] ’s account with Vivint, as well as remove her from collections Vivint’s records show that a technician attempted to install Ms [redacted] ’s system on June 10, 2015, but Ms [redacted] was reported to not be homeVivint did not hear from Ms [redacted] in regards to rescheduling an appointment to have a technician install the systemVivint received a call from Ms [redacted] on October 20, requesting to cancel her accountVivint’s cancellation policy requires customers to send a Notice of Cancellation letter to Vivint days prior to the requested cancellation date, after they have completed the term of their contractUnfortunately, Ms [redacted] was still within the term of her contract, therefore Vivint was not obligated to cancel her accountVivint’s records further show that Ms [redacted] stopped making her monthly payments after May 11, As such, the account was cancelled for non-payment, and was sold to an outside collections agency Despite this information, Vivint agrees to the above resolutionMs [redacted] no longer has any obligation to Vivint or Perfection Collections 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

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***

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]

August 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 24, 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 [redacted] ’s satisfactionIf Ms [redacted] requires any further assistance, she may contact Vivint’s 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: This is my response to the explanation given by VivintMy complaint was and still is that Vivint withheld decision making information during the promotion and installation of the security system which included the indoor and doorbell cameras.Vivint never disputed that the cameras were not working and that it manually has to be reconnectedThis is information was not disclosedAs such, I'm not certain that there might be additional information being withheld.My request remain the same, that I should be release out of this contractPlease note, that Vivint cannot dispute in writing my claims about the cameras, so instead they are writing about the system was being monitoredI never questioned whether my home was being monitored or notThey are being deceptive again and refusing to being accountableSincerely, [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 I will accept the 40% discount on the payoff amount Please have the check re-sent or subtract from the stated amount as I have not received it I just want to be clear that it''s not so much the billing error as it was the lack of customer service Sincerely, [redacted] ***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Douglas F [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, To Whom It May Concern: I have reviewed the information provided by MrDouglas F [redacted] and appreciate the opportunity to respondIn his complaint, MrF [redacted] alleges that someone other than Douglas F [redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F [redacted] did not sign the Agreement MrF [redacted] desires the Agreement to be terminated given these claimsA Vivint representative has attempted to contact MrDouglas F [redacted] to resolve this matterVivint stands behind its original response and advises MrF [redacted] submit a notarized copy of his signature or a copy of his driver’s licenseUpon receipt of either of these documents, Vivint will review the signatures, and may cancel his Agreement and write off the remaining balanceI would advise him to contact Vivint’s Customer Care department at [redacted] , or he may contact the representative he has been working with directly.Should 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***

August 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 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 [redacted] ’s satisfactionHer service has been cancelled as requested and the past due balance of $has been waived.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***

March 3, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, 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 requested an upgrade of his service when he was no longer in contract, but had problems with the technician and did not have the new equipment installedMr [redacted] further explains that he requested cancellation of the upgrade, a refund of the $he had paid for it, and cancellation of his service but Vivint advised that he could not cancel as he was in a contractMr [redacted] desires cancellation of his current service with VivintAt this time, Vivint agrees to cancel the extended term of Mr [redacted] ’s Agreement which was dependent on the equipment upgrade, and has waived March’s services fee to assist Mr [redacted] further In addition, Vivint will reduce the monthly services fee by $for the remainder of the initial term of the Agreement Vivint refunded Mr [redacted] the $he paid for the upgrade by sending a check on February 23, Vivint’s records show that Mr [redacted] signed a System Purchase and Services Agreement on June 26, with an initial term of forty-eight (48) months and a monthly services fee of $68.99, plus any applicable taxes, during that term This initial term will end on June 26, 2019.Vivint agrees to the above resolution and apologizes for any inconvenience experienced in this process Mr [redacted] will not be responsible for the extended term but will remain responsible for the remainder of his initial termHis monthly services fee has been reduced to $48.99, plus any applicable taxes, and March’s fee has been waivedIf 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 20, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, Date of Addendum: June 4, 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 recently requested cancellation of her agreement but was advised that she had renewed her service term over the phone and could not cancel without penaltyMs [redacted] desires cancellation of her Vivint agreement without penalty.At this time, Vivint agrees to cancel Ms [redacted] ’s Agreement without penalty, effective immediately.Vivint’s records show that on June 12, 2010, Ms [redacted] signed a Purchase and Services Agreement with APXAlarm (the name of the company was changed to Vivint in 2011), with an initial term of forty-two (42) months Vivint spoke with Ms [redacted] regarding her alarm service on June 4, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement to keep her monthly rate and warranty the same Based upon this representation, Vivint offered a sixty (60) 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 sixty months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintDespite the validity of this extension, Vivint agrees to the above resolution 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

January 15, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn his complaint, Ms [redacted] alleges that she can no longer afford the service and feels she has fulfilled her agreement by paying for twenty-nine (29) months of the AgreementMs [redacted] desires the cancellation of the Agreement without penaltyVivint’s records indicate that prior to the installation of any equipment; Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation departmentEvery 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 Ms [redacted] completed the required Pre-Installation Survey on August 19, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe 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 AgreementVivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Vivint’s records indicate Ms [redacted] recently contact Vivint’s Customer loyalty department and requested the cancellation of the accountThe Vivint representative offered to downgrade her system and reduced her monthly rate to $***, to which Ms [redacted] acceptedCancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 55% off the payoff amount, bringing it to $ [redacted] If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department 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***

November 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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 attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionThe Vivint Door Lock has been removed from Mr [redacted] billing accountAdditional, I credit has been applied to Mr [redacted] ’s billing account in the amount of $Mr [redacted] may contact Vivint’s representative if he has any additional questions or requestsIf 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

May 4, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 16, 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 resolutionThe ***s have 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

December 28, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, To Whom It May Concern:In his rebuttal, Mr [redacted] states that he will not be using Vivint’s services and that he believes the wording of his Agreement is vague regarding the penalty for cancelling within the initial term Vivint maintains its position that Mr [redacted] is within the initial term of his signed Agreement and has been offered move, takeover, and payoff options in consideration of his circumstances Cancellation of the Agreement without penalty is not warranted at this time.To assist Mr [redacted] Vivint remains willing to reduce the payoff balance of his Agreement by 40% should he wish to cancel the Agreement prematurely If Mr [redacted] wishes to take advantage of this offer, or to schedule a move or facilitate a takeover of his service, he 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

August 19, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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 he was told that his monthly payment would be lowered to $a monthAs such, Mr [redacted] requests that his payment be lowered.A representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionMr [redacted] may contact the Vivint representative who reached out to him directly if he 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

December 8, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 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] states that she was originally informed that fees would not be required if she needed to relocate the systemMs [redacted] further explains that she was later informed that a moving fee was required and that since she lost her doorbell camera, she would be charged for a new oneMs [redacted] requests cancellation of her account and a refund At this time, Vivint is willing to cancel Ms [redacted] ’s account without penalty; however, no refund is warranted Vivint’s records indicate that Ms [redacted] first notified Vivint of her move on December 27, At this time, Ms [redacted] was notified that she would be charged a move fee and declined to schedule an appointment for the moveVivint has no record of Ms [redacted] being informed that a move fee would not be requiredAs such, a refund is not warranted as Vivint did attempt to schedule an appointment for the installation 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

Complaint: [redacted] I am rejecting this response because:I was not made aware of these requirements when I contacted your customer serviceNor do I remember them in the contract stating they had to be in writingOf course I no longer have that contract after years have went byI can provide the orders however if that would help Sincerely, [redacted]

March 21, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Ms [redacted] and appreciate the opportunity to respond Vivint’s records indicate that this matter has been previously resolved to Ms [redacted] satisfactionMs [redacted] account was cancelled on March 15, A refund was also issued to Ms [redacted] on March 15, in the amount of $279.92, and will arrive within 7-business days in her checking 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

June 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Scott [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 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 MsJessica [redacted] in an effort to resolve their concernsVivint’s records indicate that this matter has been resolved to Mr***’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: [redacted] , attention Department – LegalSincerely, Nathan * [redacted]

September 16, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 24, 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 in a process of being resolved to Ms [redacted] ’s satisfactionVivint has asked for additional information, once Ms [redacted] is able to provide this information she may contact’s representative directly in reference to the 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 – Legal Sincerely, Nathan *W***Chief Compliance Officer