Vivint Smart Home Security

August 17, Revdex.com of Utah W S Salt 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 respond In her complaint, she explains that she no longer wants the system and attempted to cancel her accountMs [redacted] requests cancellation of her account and a full refund Vivint has agreed to cancel Ms [redacted] ’s account and has submitted a refund of $that will go back into the account within 7-business days Vivint requires all customers who desire cancellation within their right of rescission period to send in a notice of cancellation via fax, email or mailVivint’s records indicate that Ms [redacted] was made aware of this policy on July 9, 2016, however, Vivint did not receive her notice of cancellation until August 17, 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W [redacted] 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 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] ***

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

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

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

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***

May 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 20, 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] ’s husband [redacted] in an effort to resolve their concernsVivint has offered to replace the [redacted] ’s secondary keypad with a different modelThe [redacted] ’s declined this offerAdditionally Vivint agreed to reduce the [redacted] ’s monthly monitoring rate by $to $per month due to the difficulties they have had with their keypadIf 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 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

December 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 4, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this representative and Ms [redacted] have agreed upon a resolutionAn appointment has been reserved for the removal of Mr [redacted] ’s equipment, after which the account will be cancelled 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

October 27, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondIn his complaint, Mr [redacted] alleges he has been paying for a service that is non-functionalMr [redacted] desires the cancellation of his account without penalty and a refund of payments madeVivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on August 30, 2015, and Vivint’s Scheduling department found an appointment for September 29, The assigned field service professional attempted to fix Mr***’s doorbell camera, but the transformer was broken during the appointmentThe field service professional created a home damage claim and would need to schedule a new appointment to resolve the concernThe new appointment was scheduled for October 2, On October 2, 2015, the field service professional dispatched to Mr***’s home and installed a new doorbell camera, but the microchip in the main panel used to communicate with the doorbell camera was not workingThe field service professional did not have the right tool to fix the panel, and would need to return at a later timeVivint has an appointment for Mr***’s account scheduled for October 31, to resolve this matterCancellation of Mr***’s account is not warranted at this timeShould Mr [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $ [redacted] ; however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] Alternatively, should Mr [redacted] wish to continue services, Vivint has agreed to apply a credit to his billing account in the amount of $ [redacted] , which will cover three (3) months of monitoring fees; two months for system down time, and a month a goodwill creditIf Mr [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response Initially the complaint surrounded the defective panel and poor service in responding to the defective panel The settlement was contingent on correcting both aspects of the complaint (poor support and defective equipment) A technician responded and installed a new panel, but failed to install it properly The driveway camera did not operate The inside camera did not operate The new panel was installed with outdated software and the technician did not bother to update it.The customer was forced to spend 2-hours troubleshooting the system on his own and with assistance of technical support While a defective panel may be an anomaly (panel is still unproven over time) the service appears to have established a negative trend It appears one can only be happy with Vivint if they are willing to work for Vivint, Fair compensation for the customers time spent working for Vivint is $ The additional $should be added to the credit already established for the initial complaint If this happens without contention the customer will drop the complaint Sincerely, Douglas C [redacted]

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 31, 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 cameras for over a year, and that these issues have not been resolved Ms [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty and a refund for downtime of her systemAt this time, Vivint has applied a credit of $to Ms [redacted] ’s account, for any downtime of the cameras at her previous home (she made monthly payments and the camera service was $per month) Ms [redacted] has moved and a Vivint technician installed a system in her new home on June 25, Another inspection of the new system was completed on June 29, 2016.A representative from Vivint has recently attempted to contact Ms [redacted] , in an effort to resolve her concerns Ms [redacted] may contact this representative directly if she has any further questions or concerns with her new system 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***

October 20, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 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] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’s satisfaction Mr [redacted] may contact Vivint’s representative with 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Douglas F [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, To Whom It May Concern: I have reviewed the information provided by MrDouglas F [redacted] and appreciate the opportunity to respondIn his complaint, MrF [redacted] alleges that someone other than Douglas F [redacted] entered into the Alarm System Purchase and Services Agreement ("Agreement") with Vivint on May 18, 2015, and that Douglas F [redacted] did not sign the Agreement MrF [redacted] desires the Agreement to be terminated given these claimsA Vivint representative has attempted to contact MrDouglas F [redacted] to resolve this matterVivint advises MrF [redacted] submit a notarized copy of his signature or a copy of his driver’s licenseUpon receipt of either of these documents, Vivint will review the signatures, and may cancel his Agreement and write off the remaining balanceI would advise him to contact Vivint’s Customer Care department at [redacted] , or he may contact the representative he has been working with directly.Should you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, Nathan *W***

March 15, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 1, 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 has had complications with his security system that have not been resolved, and that Vivint promised that he could cancel his Agreement if one last technician came to his home and could not fix the problem Mr [redacted] explains that he had a technician at his home and the system is still not fixed, but Vivint will not cancel his Agreement He desires cancellation of his Agreement without penaltyTo assist Mr [redacted] in this matter, Vivint agrees to reduce his monthly services fee by 30% for the remainder of his service term Vivint is also willing to continue working with Mr [redacted] to get his doorbell camera working.Mr [redacted] signed an Agreement on August 1, with an initial term of sixty (60) months This Agreement states that Vivint does not warrant that the system will always operate, and that it is the customer’s duty to notify Vivint of any problems with the system and to schedule service visits to address issues Vivint’s records show that Mr [redacted] has notified Vivint of problems with his doorbell camera A Vivint technician was sent to his home on December 30, and the doorbell camera was replaced Mr [redacted] notified Vivint that he was still having problems with the camera on March 1, 2018, and Vivint advised that if a technician confirmed that the system was not serviceable, Mr [redacted] could cancel his Agreement A technician came to the home on March 6, and he recommended installing a new router to improve the internet connection to the camera Mr [redacted] was not willing to acquire a power strip to use for the router, so Vivint was not able to complete the recommended repair Mr***’s security system is communicating properly, so it has not been deemed unserviceable Mr [redacted] may contact Vivint to complete the addition of a router once he has a way to plug it in.Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution Mr***’s monthly services fee has been reduced by $so he will not be paying for the camera service, even if the internet connection improves.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

January 18, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 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 he has experienced technical issues with the Vivint application on his mobile device Mr [redacted] further explains that Vivint has been unable to resolve these issuesMr [redacted] requests immediate cancellation of his Agreement with no penalty and a refund of all payments made to VivintVivint’s records show that Mr [redacted] has experienced minor issues with the Vivint applicationA technician was sent to Mr [redacted] ’s home on December 13, to resolve any physical issues with Mr [redacted] ’s equipmentAdditionally Vivint provided a work around solution for Mr [redacted] ’s software issueRecords do not indicate that Mr [redacted] has contacted Vivint support with any issues following that date and he does not specify specific issues he is experience in his complaintVivint representatives have attempted to contact Mr [redacted] in an effort to ascertain the exact nature of the software issues he is experiencingAs the equipment installed in Mr [redacted] ’s home is functioning correctly cancellation without penalty is not warranted at this time.Due to the mobile application issues Mr [redacted] has experienced Vivint has reduced Mr [redacted] ’s monthly rate by $Additionally, Vivint requests that Mr [redacted] contact the Vivint representative who has attempted to contact him so that his exact software issues can be addressed.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***

February 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A 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 his tenant authorized the installation of a Vivint system in his home and the installation caused damage to his homeHe further explains that he would like to reconnect the serviceMr [redacted] requests that Vivint fix the damages and reconnect the service Vivint has directed Mr [redacted] to contact Vivint’s sales team at 855-977-so that he can create his own account and have the service reconnectedVivint is not able to repair any damages that were authorized by his tenant 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

December 22, Revdex.com of Utah W S Salt Lake City, UT 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] alleges that she has been experiencing complications with her equipmentMs [redacted] requests that her account be cancelledVivint’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 April 17, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] 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 Cancellation without penalty is not warrantedHowever, Vivint understands the equipment problems that Ms [redacted] has experienced and has agreed to cancel the accountIf 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***

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Sarah H [redacted] Vivint Account #: [redacted] Date of Agreement: June 02, To Whom It May Concern:I have reviewed the information provided by MsH [redacted] and appreciate the opportunity to respondIn her complaint, MsH [redacted] alleges that she was misled by a Vivint representative regarding the Right of Rescission period of her agreementMsH [redacted] further alleges that she has not been allowed to cancel her agreementShe desires the removal of the equipment and the cancellation of the Agreement Vivin’s records indicate that MsH [redacted] signed the Purchase and Service Agreement on June 02, At the bottom of the Agreement, there is a “Notice of Cancellation” form that provides that MsH [redacted] may cancel the Agreement within three days for any reason Indeed, on the front of the Agreement it clearly states that MsH [redacted] could “CANCEL THIS [AGREEMENT] WITHOUT ANY PENALTY OR OBLIGATION, WITHIN THREE (3) BUSINESS DAYS.” MsH [redacted] did not have to have a reason for this cancellation, but did have to exercise this right within the three day period by sending the “Notice of Cancellation” form on the Agreement to Vivint, Inc Yet, despite this right, MsH [redacted] did not attempt to cancel the Agreement until July 15, 2015, nearly six weeks after MsH [redacted] entered into the AgreementVivint’s records indicate that prior to the installation of any equipment, a telephonic Pre-Installation Survey was completed 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 the required Pre-Installation Survey being completed on June 02, During the recorded Pre-Installation Survey, it was represented that MsH [redacted] understood and agreed to the initial term of forty-two (42) months It was also represented that MsH [redacted] would pay a monthly monitoring fee of $ [redacted] each month during that term Further, it 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 these representations to ensure that MsH [redacted] understood her commitments to Vivint as outlined in the AgreementAs this is what Vivint’s records reflect, cancellation of MsH***’s 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, Nathan *W***

December 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, Date of Addendum: October 20, 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 his account was incorrectly charged $Mr [redacted] requests cancellation of his account and a refund of $ Vivint has agreed to issue a refund of $which will go back in his account within 7-business daysVivint apologizes for any undue delay or inconvenience this may have causedIn addition, Vivint will cancel Mr [redacted] ’s accountMr [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