Vivint Smart Home Security

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

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

April 14, 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: In her rebuttal, Ms [redacted] states that Vivint offered her a refund of $49.99, but that she has not yet received the funds as promised She desires her refund in the amount of $49.99, by April 10, 2017.Vivint’s records show that a check in the amount of $was sent to Ms***’s mailing address on file, on January 17, 2017; however, the check has not been cashed Vivint now has Ms***’s new mailing address on file and will send another check in the amount of $to this address.Vivint apologizes for any undue delay in this process Ms [redacted] may expect her 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

March 20, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 16, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and removed from collectionsMr [redacted] has no further contractual obligation to VivintVivint’s records show that Mr [redacted] signed an agreement with Vivint on May 15, 2008, in which he agreed that service would continue month to month after the initial term of thirty-six (36) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation has not yet been provided by Mr [redacted] .Vivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on August 4, Mr [redacted] again called Vivint on January 29, and a Vivint representative was able to inform Mr [redacted] on how to turn on his Vivint Systems chimeMr [redacted] called Vivint on June 5, and a Vivint representative was able to inform Mr [redacted] on how to turn on his Vivint Systems chimeMr [redacted] again called Vivint on April 14, and a Vivint representative shipped batteries to his homeVivint was not notified of any further equipment issues until recently Vivint’s records further show that Mr [redacted] stopped making his monthly payments after November As such, the account was cancelled for non-payment on February 27, 2018, and was sold to an outside collections agency After further review, Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and removed from collectionsMr [redacted] has no further contractual 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

March 22, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionMs***’s Vivint account has been canceled effective immediatelyMs [redacted] has no financial obligation with 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***

June 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: NA 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 issue is being resolves to Ms [redacted] ’s satisfactionA check for $is being sent to Ms [redacted] for damage done to her old systemMs [redacted] may contact Vivint’s representative directly if he 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

September 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, Date of Addendum: November 29, 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 services, but that Vivint continues to bill her for services she is not usingMs [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty.At this time, Vivint has cancelled Ms [redacted] ’s Agreement and has waived the past due balance in the amount of $119.97.Vivint’s records show that on July 28, 2008, Ms [redacted] signed an Agreement with Vivint, with an initial term of sixty (60) months Vivint spoke with Ms [redacted] regarding her alarm service on November 29, Ms [redacted] represented that she was interested in extending the term of her Agreement in exchange for installation of an updated system 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 VivintMs [redacted] stopped making monthly payments after June and sent Vivint a written notice of cancellation on July 12, 2016; however, as she was still within the extended term of her Agreement, cancellation was not warranted and Ms [redacted] continued to be billed for monthly service fees.Nevertheless, Vivint agrees to the above resolution Ms [redacted] has no further obligation to Vivint and will not be responsible for the past due balance on 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***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 in part satisfactory to me First and foremost I want to make clear that in any shape of form I attempted to not meet my contract obligation, I was merely seeking a confirmation to my cancellation request for the contract end of January 2nd, With this being said I accept that I at this point no longer have any obligation to VivintI have yet to read that the representative actually acknowledged that I wish to receive a statement for all charges and payments for the fiscal year of up to date, as they do not provide a statement periodI wish that such statement is send to me for my personal records immediately Sincerely, [redacted] ***

August 5, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: John and Debra M [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, To Whom It May Concern:I have reviewed the information provided by MrM [redacted] and appreciate the opportunity to respondIn his complaint, MrM [redacted] alleges that he was misled by a Vivint representative regarding the length of his agreementMrM [redacted] desires the cancellation of his agreement with Vivint without penalty, and the referral credits he was promised Vivint’s records indicate that prior to the installation of any equipment; MrM [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 MrM [redacted] completed the required Pre-Installation Survey on July 19, During the recorded Pre-Installation Survey, MrM [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 $ [redacted] each month during that term Further, MrM [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 MrM***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement A representative from Vivint has recently attempted to contact MrM [redacted] in an effort to resolve his concernsCancellation without penalty is not warranted at this timeShould MrM [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $ [redacted] , however Vivint will take 55% off the payoff amount, bringing it to $ [redacted] If MrM [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at [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: [redacted] , attention Department – LegalSincerely, Nathan *W***

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] ***

November 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 19, Date of Addendum: January 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 attempted to cancel her account, but Vivint denied this request stating she has an extended term with VivintMs [redacted] does not recall extending her agreement at any timeShe desires cancellation of the agreement without penalty.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve these concernsAt this time, Vivint is willing to waive the extension of Ms [redacted] ’s Agreement and cancel her account Vivint’s records show that on November 19, 2010, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] regarding the alarm service on January 12, Ms [redacted] represented that she was interested in ta [redacted] over the Agreement from her late husband and extending the term of the Agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreedIndeed, 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 Despite the above information, in resolution to this matter, Ms [redacted] has no further obligation to VivintShe may contact Vivint’s representative if she 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn her complaint, Ms [redacted] states that she had to pay for a service technician to come to her home and repair a piece of equipment that has been malfunctioning since installationMs [redacted] desires for the fee to be waivedVivint’s records show that on April 24, 2015, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsBy signing this Agreement, Mr [redacted] represented that the 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 outlines its policy regarding service fees in Section 6.“For one hundred and twenty (120) day after we complete the installation, we will repair or replace any defective part of the System without charge to youAfter the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.”Despite the above information, in resolution to this matter, Vivint will waive the $service fee associated with the service visit on August 27, A credit of $has been applied to the 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

February 2, 2017Revdex.com of UtahW SSalt 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 respondIn her complaint, Ms [redacted] explains that she has experienced issues with the equipment and the service from VivintAs such, Ms [redacted] requests cancellation of her account.A Vivint representative recently spoke with Ms [redacted] over the phone to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s account will be canceled upon Vivint’s recovery of the equipment from her homeA technician has been scheduled to go to Ms [redacted] ’s home on February 4, 2017, to remove the equipmentOnce the equipment has been removed Ms [redacted] ’s account will be canceledIf Ms [redacted] has any questions or concerns she may contact the representative who she spoke withIf 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 11, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 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 renewed his System Purchase and Services Agreement (“Agreement”) in order to lower his monthly bill to $for twenty-four (24) months and then continue at $afterwardsHe states that he has been invoiced more than $Mr [redacted] desires his billing situation resolved and a refund if necessary Vivint Inc(“Vivint”)’s records indicate that a his billing situation has been updated so that he will be invoiced for the amount as agreed upon, $for twenty-four (24) months and continuing his Agreement at $after the twenty-four (24) monthsMr [redacted] currently has a credit of $ [redacted] on his account for the amount overpaidA representative from Vivint has recently tried to contact Mr [redacted] in order to resolve the issueShould Mr [redacted] desire this credit of $ [redacted] refunded, I would recommend that he contact this representativeIf 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***

The alarm per their email has been cancelled effective 8/27/and a credit has been issued to the account Furthermore, in agreement with the company no further billing or actions will take place, the account is closed 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]

Tell us why here...October 19, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: September 15, 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 supposed to receive the first two months of service free; however, their account was chargedMs [redacted] is requesting a refund of the payments made in September and October of Cancellation is not warranted; however, Vivint has agreed to refund Ms [redacted] $which will go back into their checking account within 7-business daysVivint apologizes for any inconvenience this may have caused 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***Chief Compliance Officer

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

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

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

April 16, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 2, 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 scheduled a move of his system, and that Vivint rescheduled his appointments twice Mr [redacted] desires cancellation of his agreement without penaltyVivint’s records show that Mr [redacted] first notified Vivint of his move on March 24, A Vivint Field Service Professional was dispatched to Mr [redacted] ’s home on April 10, 2015, and on this date a new system was installed in Mr [redacted] ’s new home Mr [redacted] was not charged a move fee, and was not required to extend the term of his Agreement 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 in the amount of $ [redacted] , which will cover two (2) months of monitoring fees Vivint apologizes for any undue delay in this process.Furthermore, Mr [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he 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 $ [redacted] each month, plus applicable taxes, during that term Mr [redacted] has his system installed, and cancellation of the Agreement 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]