Vivint Smart Home Security

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] ***

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

August 1, 2016Revdex.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 Mr [redacted] and appreciate the opportunity to respondIn his rebuttal Mr [redacted] desires Vivint to apply the promised credit of $Vivint has placed a credit of $to Mr [redacted] ’s account as of July 22, 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

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***

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]

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 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

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***

May 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 23, 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 was unaware of the term of his contract with VivintHe further explains that he has experienced technical issues with his equipmentMr [redacted] requests that Vivint cancel his account immediately At this time, Vivint is willing to immediately cancel Mr***’s account without penalty Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] signed a System Purchase and Services Agreement (“Agreement”) Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home The purpose of the Agreement 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] signed his Agreement on May 23, Upon signing the Agreement, 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***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Additionally, the most recent occasion when Mr [redacted] contacted Vivint for assistance was on April 9, On this phone call, Vivint helped Mr [redacted] with the issue that he was experiencing which was a low battery on his panelVivint was unaware of any issues following that phone callAccording to Mr***’s Agreement, it is the customer’s duty to contact Vivint for assistance if any problems continue Despite this information, 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

September 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 17, 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 has previously moved from the location where the system is installed; therefore, she has attempted to cancel her account but she has been unsuccessfulMs [redacted] requests immediate cancellation of her account without penalty At this time and out of goodwill, Vivint has agreed to cancel her account without penalty However, Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] signed the System Purchase and Services Agreement (“Agreement”) Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home The purpose of the Agreement 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] signed the Agreement on July 17, Upon signing the Agreement, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months Therefore, her Agreement would not end until January 17, She also represented that she would pay a monthly monitoring fee of $each month during that term Vivint relied on Ms***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement On August 3, 2016, Ms [redacted] contacted Vivint in an effort to cancel her account because she was movingVivint offered to move her equipment to her new address; however, Ms [redacted] declined this offer because she had signed a contract with a different companyUnfortunately, this reason does not qualify for cancellation because Vivint offers numerous solutions to customers who are movingThis is the reason why Ms***’s account was not cancelled Despite the information above, 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

September 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Lemonica W [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, To Whom It May Concern:In her rebuttal, MsW [redacted] alleges that she has been attempting to cancel her account with Vivint, and that her issue has not yet been resolved Vivint’s records show that MrEarl W [redacted] is the sole signer of the Purchase and Services Agreement related to this account As such, a representative from Vivint has continued to be in contact with MrW [redacted] in an effort to resolve this matter Military cancellation is warranted in this case; however, MrW [redacted] has indicated that the new homeowner may wish to take over the service and remaining term of the AgreementVivint’s records indicate that this matter is in progress, and Vivint’s representative will be available to assist MrW [redacted] in resolving this matter at his convenience Vivint will not charge MrW [redacted] for service while this matter is in progress.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***

Complaint: [redacted] I am rejecting this response because: THIS IS NOT A SERIOUS COMPANY, AND WHEN YOU ARE SET FOR AN APPOINTMENT, TO FIX THE MATTER THEY CHANGE IT WITHOUT YOUR CONSENT Sincerely, [redacted] ***

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Gary H [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by MrGary H [redacted] and appreciate the opportunity to respondIn his complaint, MrH [redacted] alleges that his mother was pressured by a Vivint representative, and did not know that she was entering into an agreement with Vivint MrH [redacted] desires cancellation of her mother’s agreement without penalty.After further review, Vivint agrees to cancel the Agreement with Lynette H [redacted] upon the retrieval of the equipment in the homeVivint advises MrH [redacted] to call in to our Customer Loyalty Department at [redacted] or speak with the representative with whom he has been working to schedule an appointment for the removal of the systemIf 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***

December 7, 2015Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: N/A Date of Agreement: N/ATo Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she has not received payment for the roof repairMr [redacted] desires the payment for the repair done on the roofVivint’s records indicate that a check was overnighted on December 1, to [redacted] **, Kountze, TX If you have not received this check, you can contact the Home Damage 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 – Legal Sincerely, Nathan *W***

August 11, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 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 satisfactionMs [redacted] may contact Vivint’s representative if she 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

June 30, 2016Revdex.com of UtahW SSalt 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 information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’ complaint she explains that they need to cancel the account, due to medical issues that have come up, but they have not been able toA 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 satisfactionMs***’ account has been canceled as of June 30, Ms [redacted] may contact Vivint’s representative directly if she has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 28, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 cancelled her System Purchase and Services Agreement (“Agreement”) but Vivint has not provided her with confirmation that her Agreement has been cancelledMs [redacted] desires a letter confirming her cancellation, a copy of her Agreement and verification of all monies paid to VivintAs a gesture of goodwill Vivint agrees to cancel Ms [redacted] s Agreement without penaltyMay this letter serve as confirmation that Ms [redacted] s Agreement has been cancelled, as of the date of this letter she has no further obligation to VivintVivint’s records indicate that Ms [redacted] entered into a second Agreement on April 14, for an additional forty-two (42) monthsA copy of this Agreement has been sent to her by mailIn exchange for Ms [redacted] s new Agreement term Vivint provided her with an upgraded security panel, extended the warranty of her equipment and locked her monthly rate in at $Ms [redacted] contacted Vivint on December 12, to inquire about cancelling her Agreement but she did not have her verbal passwordWithout a verbal password Vivint’s representatives will not provide any account informationNevertheless, Vivint agrees to the above resolutionMs [redacted] s billing information can be found on her online account, a Customer Care agent will be able to assist her in finding this informationVivint’s Customer Care department can be reached 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: I have reviewed the response made by the Vivint business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Vivint contacted me the next day after my complaint They agreed, I was long time customer and provided timely payments They also agreed to eliminate the accumulated fees and remove any future fees payments The monthly payment returns to the $per month with out any added fees that I agreed upon in the beginning of the new contract Thank you for your prompt assistance Sincerely, [redacted] ***

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: June 1, Date of Addendum: February 26, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In his complaint, Ms [redacted] explains that she never agreed to an extension of her agreement; however, Vivint has informed her that she has agreed to an extension and has been unable to cancel her accountMs [redacted] requests that Vivint cancel her account At this time, Vivint has agreed to cancel Ms [redacted] ’s account without penalty However, it should be noted that Vivint spoke with Ms [redacted] regarding her alarm service on February 26, 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 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 Vivint Despite the information mentioned, Ms [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

August 17, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Michael H [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, To Whom It May Concern:I have reviewed the information provided by MrH [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrH [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to MrH***’s satisfaction MrH [redacted] may contact this representative if he has 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: [redacted] , attention Department – LegalSincerely, Nathan *W***