Vivint Smart Home Security

March 1, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, 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 equipment complications with her security system that were not resolved even after multiple technician visitsShe further explains that she was pressured and lied to by Vivint’s representative at the time of saleMs [redacted] desires cancellation of her Agreement without penaltyTo assist Ms [redacted] at this time, Vivint agrees to cancel her Agreement without penalty, effective immediately.Vivint’s records show that Ms [redacted] notified Vivint of her equipment concerns, and Vivint dispatched technicians to her home on November 7, 2017, December 19, 2017, January 4, 2018, January 10, 2018, January 24, 2018, February 6, 2018, and February 21, Although Ms [redacted] is within the initial term of her Agreement, Vivint agrees to the above resolution after multiple attempts to resolve the issues with her system 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

May 27, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfaction.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]

November 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, 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 is having financial difficulty and can no longer afford the amount she pays monthly for Vivint’s service Ms [redacted] desires cancellation of her Agreement without penalty, or a reduced monthly services fee At this time, to assist Ms [redacted] , Vivint is willing to reduce her monthly services fee by 25%.Vivint’s records indicate that Ms [redacted] signed an Agreement with Vivint on April 20, 2016, in which she agreed to an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term Cancellation of Ms [redacted] ’s Agreement without penalty is not warranted at this time; however, Vivint is willing to assist her in these new circumstances Ms [redacted] ’s monthly services fee will be $45.75, plus any applicable taxes, for the remainder of her Agreement term.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 would like to reject the offer of Arbitration for complaint ID [redacted] Just not worth my time even though the company has been fraudulent and did not deliver services that were working, prompting me to have to cancel my services and incur more fees for cancelling Sincerely, [redacted]

February 12, 2018Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0L3RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] and is currently working to resolve his concernsVivint is awaiting documents from Mr [redacted] to aid in resolving his complaint and is working to provide him an updated loan amount.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***

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Dennis W [redacted] Vivint Account #: [redacted] Date of Agreement: July 03, To Whom It May Concern:I have reviewed the information provided by Mr W [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrW [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in progress and a resolution will be reached to MrW***’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North W***, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

June 26, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Kristen K*** Vivint Account #: [redacted] Date of Agreement: May 2, To Whom It May Concern:I have reviewed the information provided by MsK [redacted] and appreciate the opportunity to respondIn her complaint, MsK [redacted] alleges that she has had complications with payments being automatically deducted from her bank account by Vivint on unexpected dates, and that these have caused overdraft fees MsK [redacted] desires a refund of the monies paid to VivintVivint’s records indicate that on May 2, 2015, MrKyle K [redacted] signed a Purchase and Services Agreement, representing that he agreed to an initial term of forty-two (42) months of service, and a monthly fee of $ [redacted] during this term The Agreement states that MrKyle K [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.5)Furthermore, the agreement states that the first month of service fees are due upon installation of the system (Section 2.1) Despite the information above, Vivint would like to assist MsK [redacted] for any inconvenience this has caused her MsK***’s Vivint billing account was credited two (2) months of service on June 26, MsK [redacted] currently has a credit of $ [redacted] on her Vivint billing 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: [redacted] , attention Department – LegalSincerely, Nathan *W***

August 31, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, 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 cancelled his service last year and received written confirmation of this, but that Vivint has recently contacted him about a debt owed due to a verbal extension Mr [redacted] desires cancellation of his agreement without penalty.At this time, Vivint has cancelled Mr [redacted] ’s account and has removed it from outside collections Vivint’s records show that Mrand Ms [redacted] first signed up with Vivint on May 30, 2009, and Ms [redacted] verbally renewed this contract but then cancelled the renewal and received confirmation that the account would go month to month On June 16, 2015, Mr [redacted] signed a new System Purchase and Services Agreement (“Agreement”) with an initial term of forty-two (42) months in exchange for installation of a new system in his home Mr [redacted] is still within the term of this signed Agreement, but Vivint has not received payment pursuant to the terms of this Agreement since July As such, the account was transferred to a third party collections agency after days of non-payment.Despite this information, Vivint agrees to the above resolution Mrand Ms [redacted] 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 4, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] explains that he has had issues with his system causing faults alarms and getting an alarm permitAs such, Mr [redacted] requests cancelation of his account and compensation for fines from his city’s police department.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsIn an effort to help Mr [redacted] Vivint can cancel the account without any additional charges, if Mr [redacted] will allow a Vivint technician to come to his home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledHowever, due to sections and of the contract stating that Vivint is not responsible for any fines from faults alarms or alarm permits compensation for those fines is not warrantedIf Mr [redacted] wishes to pursue the resolution of cancelation of his account upon Vivint’s recovery of the equipment; or if he has any questions or concerns Mr [redacted] may contact the Vivint representative that reached out to him 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

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: May 17, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint and Mr [redacted] have agreed upon a resolution in this matterIf Mr [redacted] has any additional concerns he 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

March 29, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIt is my understanding that Mr [redacted] ’s Vivint security system is properly functioning and that Mr [redacted] has taken advantage of having Vivint technicians sent to his homeHowever, a Vivint Field Service Professional is scheduled for April 3, 2018, to repair or replace Mr [redacted] ’s Vivint repeaterAfter this appointment, Vivint will not send any additional Field Service Professionals to his home.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Dusta B [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, To Whom It May Concern:I have reviewed the information provided by MsB [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsB [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsB***’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 *W***

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 My family cannot express enough gratitude for all efforts made to resolve all issues with Vivint We thank you so much for your timely response and services.A legal assistant with Vivint stated by telephone on November 30, 2017, that not only will I be reimbursed for the damages created by a Vivint technician, by a contractor of my choice, but that we are finally allowed to cancel all services with Vivint, without paying a penalty, which we will hold Vivint accountable for Effective immediately, our Vivint contract has been terminated, and all Vivint equipment will be removed on December 17, We are incredibly thankful to no longer be paying for Vivint services that we are not receiving.The Vivint legal assistant was very clear, understanding, and submitted documentation regarding my damaged front door frame and cancellation agreement We apologize that it took months of hassle and a Revdex.com Complaint to finally resolve all issuesSincerely, [redacted] We hope that all of this is behind us Sincerely, [redacted]

June 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 1, 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 had issues with the serviceAs such, Ms [redacted] requests that her account be cancelled without penalty A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIn an effort to help Ms [redacted] Vivint can cancel the account without any additional charges, if Ms [redacted] will allow Vivint to recover the equipment from her homeAfter the equipment has been removed the contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her directlyIf 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

November 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, 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 faxed a notice of cancellation to Vivint within three (3) days of installationHe further explains that he has moved from the home the system was located yet continues to be billed for serviceMr [redacted] requests cancellation of his account and a refund of all payments since March 2015.At this time Vivint agrees to cancel Mr [redacted] ’s Agreement with no penalty.A Vivint representative has contacted Mr [redacted] ’s wife in an effort to resolve their concernsVivint’s records indicate that a notice of cancellation was not received from Mr [redacted] until October In regards to Mr [redacted] ’s change of address, had Mr [redacted] contacted Vivint, Vivint would have had the ability to relocate services to his new homeThis change of address would not qualify his account for early termination.Despite this information Vivint has agreed to cancel Mr [redacted] ’s Agreement with no penaltyIf Mr [redacted] is able to provide verification that a notice of cancellation was sent to Vivint on or before March 30, in accordance with the instructions on the printed Notice of Cancellation Vivint will refund all payments from that date to presentUntil that verification is provided no refund is warranted.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

October 6, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 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 he has no further contractual 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

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 We are in the process of getting both issues rectified and they have provided me their contact information for follow up Thus far, the representative I am working with has been very helpful I appreciate his professionalism and effort to satisfactorily resolve the issues Sincerely, [redacted]

RESPONSE to Revdex.com:September 1, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Amber B [redacted] Vivint Account #: N/A Date of Agreement: N/ATo Whom It May Concern:I have reviewed the information provided by MsB [redacted] and appreciate the opportunity to respondIn her complaint, MsB [redacted] alleges that Vivint charged her for service after she had requested not to be charged and it was determined that she could not receive service in her areaMsB [redacted] desires a refund of the charges from the cancelled account.Unfortunately, I am unable to find a Vivint account or any charges billed with the information given by MsB [redacted] I would advise MsB [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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:VIVINT may consider the issue resolved but I am still not satisfied when the reasonable resolution to refund unauthorized funds withdrawn from a non-account holders checking account has not been metVIVINT made the mistake themselves not once but twice even after being put on notice about itI should not have to contact another party to ask for money that was removed from my account even if it is a family member per the representative Samantha from VIVINT that supposedly reached out to meShe left me a message to get with my niece LaToyia if I wanted the money because $was refunded to her VISA card on recordSamantha did not leave a callback contact number if I had any questions or even ask for my account information to make me wholeVIVINT could have and should have refunded my account on January 17, for both unauthorized amounts of $and $but stated to my niece and chose only to refund $claiming they would not refund the $to my account because she (LaToyia) owed that amount as a balance on her accountVIVINT was fully aware at that time that I had no financial obligation to my niece's account but refused to do the right thingBelieve me, I am not impressed with VIVINT's so-called professionalism and I am a consumer tooI will not be seeking alarm monitoring services through them, I will continue to use and tell all of my friends and family about the satisfied service I have received over the years and continue to receive from long-standing ADTThe final outcome in my favor is that VIVINT has removed my checking account information for the trusted one-time payment for additional equipment from LaToyia's accountI will settle up with my niece, it seems that I have no choiceVIVINT would not be able to be 'TRUSTED' with my financial informationWas it asking too much for VIVINT to do the right thing and refund the unauthorized ACH funds removed from my checking account in error? Sincerely,Ms [redacted]

March 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, 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 his Vivint security system has not been operating for three (3) months Mr [redacted] desires to have a credit applied to his billing account in the amount of $(months).A representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve these concerns Vivint has agreed to apply a credit to Mr [redacted] ’s billing account $Additionally, if Mr [redacted] request, Vivint will send a technician to thoroughly inspect his system and correct any malfunctionsIf 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