Vivint Smart Home Security

March 15, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 6, 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 complications with her system that have not been resolved due to problems with getting a technician to her home She desires a discount or credit towards her equipment for her loss of time waiting for Vivint’s technicianTo assist Ms [redacted] at this time, Vivint agrees to waive a recent charge for the door lock that was invoiced A credit of $has been applied to her billing account.Vivint’s records show that Ms [redacted] notified Vivint of her equipment concerns and an appointment was scheduled for March 8, 2018; however, the technician did not have the repeaters needed to complete the repair and the appointment was cancelled Vivint would like to apologize for any inconvenience or miscommunication this may have caused A Vivint technician was dispatched to Ms***’s home on March 12, 2018, and it was determined that new power lines would need to be run outside the new drywalled ceiling to get the outdoor cameras working again Vivint is willing to continue working with Ms [redacted] to get the matter resolvedIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 23, 2016Revdex.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 respondIn his rebuttal, Mr [redacted] alleges that no one had reached out to himHe notified us via e-mail that he responded to this complaint before viewing his e-mail notifying him of the refundA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [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 – LegalSincerely, Nathan *W***

December 15, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 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 she had projection lights stolen out of her yard and her doorbell camera did not record the theftMs [redacted] desires for Vivint to install a new outdoor camera free of charge, or the cancellation of the account without penaltyVivint’s records indicate that Ms [redacted] notified Vivint of this theft, and that Vivint’s Alarm Events department has opened a case for review At this time, Vivint is awaiting documentation from Ms [redacted] , to proceed in reviewing the incidentIf Ms [redacted] will provide Vivint with a police report from this incident, her request will be further reviewed Ms [redacted] may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing Furthermore, Ms [redacted] has an appointment scheduled for December 21, to inspect her doorbell camera and its recording settingsIf the doorbell camera is found to have a malfunction, Vivint will replace this cameraIf 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 Office

June 1, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 25, 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 experienced issues with the serviceAs such, Mr [redacted] requests that his account be cancelled and all billing cease.A representative from Vivint has recently attempted to contact Mr [redacted] via email 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 and all billing has ceasedMr [redacted] may contact the Vivint representative who reached out to him 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me So sorry, I have not been able to get into my emailYes, the situation has been taken care of.Thank you so much for your help Sincerely, [redacted] ***

August 11, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Brandon B [redacted] Vivint Account #: [redacted] Date of Agreement: January 21, To Whom It May Concern:I have reviewed the information provided by MrB [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrB [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrB [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: [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 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]

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]

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

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

December 27, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:In his rebuttal, Mr [redacted] states that, at the time the system was removed from his old home, he had a negative experience with Vivint’s technician and had to leave the home to purchase a doorbell Mr [redacted] states that each of his experiences with Vivint’s technicians have been negative, and he does not accept Vivint’s offer of a 40% reduced payoff He desires cancellation of his Agreement without penalty Vivint maintains its position that Ms [redacted] is within the initial term of her signed Agreement, and that Vivint has resolved issues with Mrand Ms [redacted] as they have been notified of them The signed Agreement states that it is the customer’s duty to inform Vivint’s installing technicians of every location in the home where holes should not be drilled due to wires or other hazards, that Vivint’s technicians have no means of determining with certainty if these hazards exist, and that any costs incurred to repair wires or other obstructions, and any resulting damaged walls, etcwill be the customer’s sole responsibility (Section 6: Installation of the System).Cancellation of Ms [redacted] ’s Agreement without penalty is not warranted at this timeHowever, Vivint acknowledges Mr [redacted] ’s frustrations, and remains willing to reduce the payoff balance by 40% if he wishes to cancel the Agreement prematurely Alternately, Vivint agrees to waive move and equipment fees if Mrand Ms [redacted] wish to transfer a system to their new home.If Mr [redacted] wishes to take advantage of either of these offers, 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

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

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

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***

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***

November 7, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: N/A 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 supposed to receive a refund; however, he has yet to receive this refund Vivint’s records indicate that a refund of $was issued to Mr [redacted] ’s credit card on October 30, Mr [redacted] should expect to receive this refund within 7-business days from the issue dateVivint apologizes for any undue delay or inconvenience this may have caused Mr [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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] 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

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 28, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 12, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that she has had difficulty canceling her accountAs such, Ms [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionMs***’s account has been cancelled as of June 28, Ms [redacted] no longer has any obligation to VivintMs [redacted] may contact the Vivint representative who reached out to her directly if she 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