Vivint Smart Home Security

August 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he was never aware of the initial term of his Agreement with Vivint, and thought he could cancel at any time Mr [redacted] desires cancellation of his Agreement without penalty At this time, to assist Mr [redacted] Vivint has reduced his monthly services fee by 40% for the remainder of his Agreement term This will also reduce the payoff balance of his Agreement by 40% should he wish to cancel it prematurelyMr [redacted] signed a System Purchase and Services Agreement on August 27, with an initial term of sixty (60) months and a monthly services fee of $60.99, plus any applicable taxes, during that term 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 AgreementDuring the recorded Pre-Installation Survey on August 27, 2016, Mr [redacted] represented that he understood he was responsible to pay the services fee of $each month for the initial term of sixty (60) months Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Cancellation of Mr [redacted] ’s agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolutionEffective immediately, Mr [redacted] ’s monthly services fee has been reduced to $36.59, plus any applicable taxes If Mr [redacted] wishes to cancel his Agreement by paying the remaining reduced balance or discuss transferring his Agreement to a third party, 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

February 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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 Vivint was unable to tell him when his system lost signal due to a recent phasing out of the type of cell unit in his panelAs such, Mr [redacted] desires cancellation of his account, and a refundA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve these concernsVivint’s records show that on February 16, 2017, a representative from Vivint spoke with Ms [redacted] regarding this concernThis representative confirmed that Vivint was receiving signal from the system up until February 4, This representative sent Ms [redacted] a letter stating this as wellHowever, Vivint would like to discuss this matter further Vivint would like to speak with Mr [redacted] to follow up with the discussion on February 16, Mr [redacted] may contact Vivint’s representative directly, or he may contact the 24/Customer Care 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

December 16, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: September 9, 2010To Whom It May Concern:I have reviewed the information provided by [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted [redacted] in an effort to resolve concernsVivint’s records indicate that this matter has been resolved to [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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

February, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, 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 her Vivint system ceased to function in December of and that she was billed after requesting cancellation in JanuaryMs [redacted] requests a refund of that payment.Of Ms [redacted] ’s $payment, $has already been refunded to herVivint’s cancellation policy requires thirty (30) days prior written notice, any service fee’s assessed during that days are validHowever, the remaining $has been refundedMs [redacted] ’s Vivint service has already been cancelled therefore she has no further 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 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***

August 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he has had difficulty canceling his accountAs such, Mr [redacted] requests that his account be cancelled.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 has been resolved to Mr [redacted] ’s satisfactionMr [redacted] ’s account has been cancelled as of August 9, Mr [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

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***

May 4, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, 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 was informed they would not be able to receive an outdoor cameraShe then states that a technician told her that an outdoor camera could be installed for only $added to her monthly fee, but was denied her request when she called Vivint to have the camera addedMs [redacted] is requesting an outdoor camera for the $a month she was toldAt this time, Vivint is willing to offer Ms [redacted] an outdoor camera for the $a month fee she is requesting, as well as the standard $installation fee.Vivint’s records show that on July 13, 2016, Ms [redacted] signed a Schedule of Equipment and Services detailing what equipment she would be receivingAn outdoor camera was not listedBy signing this agreement, Ms [redacted] represented that she understood and accepted that an outdoor camera would not be included in the initial installationHowever, additional equipment can be purchased at any time at the customer’s willVivint’s standard pricing is $for the camera and a $installation fee, and any offers made by the technician are not contractually binding Despite the above information, in resolution to this matter, Vivint will offer to install the outdoor camera for an additional $a month for the rest of the term, and a $installation feeMs [redacted] may contact Vivint’s representatives to schedule the appointment at her convenience.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 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 31, Date of Addendum: April 6, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In her complaint, Mr [redacted] explains that she 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] desires cancellation of his agreement without penalty At this time, Vivint is willing to immediately cancel Mr***’s account without penalty Vivint’s records show that Vivint spoke with Mr [redacted] regarding his alarm service on April 6, 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 forty-two (42) 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 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 information mentioned, 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

August 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 10, 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] alleges that he was misled by a Vivint representative regarding the term of his agreementMr [redacted] requests that his account be cancelled immediately At this time, Vivint has agreed to cancel Mr [redacted] ’s account Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 10, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $each month during that term Further, Ms [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Despite the above information, Mr [redacted] has no further 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

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

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]

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]

October 29, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: March 7, 2015To 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 her alarm had gone off numerous times due to a faulty sensorMs [redacted] desires a credit for the time her sensor was not working correctlyVivint’s records indicate that the equipment that was giving Ms [redacted] issues was preexisting equipment from another home security systemVivint does not have a warranty for preexisting equipmentMs [redacted] first made Vivint aware of the system issues on March 14, a technician was able to replace the preexisting sensors with Vivint sensors on June 10, Vivint believes the issue to be resolvedNever the less Vivint will agree to place a credit to Ms [redacted] ’s accountAfter calculating the downtime for two (2) sensors being down the total credit would be $***, Vivint will however apply a credit for three (3) months of service to Ms [redacted] ’s account as an act of good willIf Ms [redacted] is still experiencing issues with her system I would advise her to call into Vivint to schedule a technicianIf 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***

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

July 29, 2016Revdex.com of UtahW SSalt 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has had many complications with her alarm system She explains that Vivint sent her the wrong replacement sensor and then tried to charge her for a different one Ms [redacted] further states that she has not received a Vivint yard sign and has had sales representatives come to her home selling Vivint systemsShe states that she stopped paying her monthly service fee and then began receiving calls and emails from Vivint, but she does not believe that any of these calls were made in an effort to resolve her complaintsMs [redacted] states that she was not aware Vivint would not warrant equipment that was existing in her home before Vivint’s installation, and that Vivint has refused to replace that equipment for free She requests that Vivint cancel her System Purchase and Services Agreement (“Agreement”) and refund payments made for service that was not working properly, in the amount of $350.00.In an effort to resolve this matter, Vivint has waived the past due balance owing on Ms***’s account in the amount of $253.96, to cover any system downtime Vivint has not yet had an opportunity to repair or replace any defective equipment in Ms***’s home As such, Vivint is also willing to send a technician to Ms***’s home to inspect her system, repair as needed and install up to four (4) points of new equipment and a yard sign at no cost Ms [redacted] may schedule this appointment by contacting Vivint’s Customer Care department at ###-###-####.Vivint’s records show that Ms [redacted] entered into an Agreement on July 3, with an initial term of sixty (60) months and a monthly services fee of $plus any applicable taxes This Agreement states that Vivint cannot warrant products provided by a third party used in connection with the system (Section 3) The Agreement also states that it is the customer’s duty to regularly test the system and to notify Vivint if a problem with the system arises (Section 12) Vivint agrees to repair the system at the customer’s request and at the prevailing visit fee (Section 5), and Vivint has not yet had the opportunity to schedule a service visit to make any necessary repairsVivint first offered to send a replacement part to Ms [redacted] to avoid charging a visit fee A representative from Vivint’s Executive Resolutions team attempted to contact Ms [redacted] on 4/5/16, 4/6/16, and 4/8/as a result of a comment Ms [redacted] posted on Vivint’s CEO Promise page The purpose of these attempts to call and email Ms [redacted] was to assist her in resolving the issues she described in her comment Vivint believes that repair, rather than cancellation, is the proper course of action in this case and would like the opportunity to resolve Ms***’s concerns with the system As such, Vivint agrees to the above resolution and encourages Ms [redacted] to contact Vivint and schedule a service visit 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

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

Complaint: [redacted] I am rejecting this response because: I have not received the callback nor paperwork and equipment promised on the day of our conversation as of Sunday August 20, Sincerely, [redacted] ***

November 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he has moved to an unserviceable area by VivintMr [redacted] requests cancellation of his account Vivint’s records indicate that Mr***’s account has been cancelled and the balance has been waivedVivint apologizes for any undue delay or inconvenience this has 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 [redacted] Chief Compliance Officer

I can confirm that I have received the refund and my account has been cancelled by VivintI would like to state that the company has never offered any apology for the issues they caused and I still would never recommend their service to anyone tter Business Bureau: 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] ***