Vivint Smart Home Security

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***

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

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

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***

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

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]

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] Although they did refund the monies the issue at hand was it took so long And at the time of my filing my complaint I had not been fully refunded Nonetheless, do I accept their response? Yes Am I happy with Vivint? At the moment, no But I will get over it Sincerely, [redacted]

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

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]

July 26, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, 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 numerous issues with her Vivint equipment despite numerous technician visitsMs [redacted] desires her System Purchase and Services Agreement cancelled without penalty.Vivint believes this matter has been previously resolvedMs***’s Agreement has been cancelled and the Vivint equipment has been removed from her homeAs of the date of this letter 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

March 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, To Whom It May Concern:I have reviewed the information provided by [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mrs [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Mrs [redacted] ’s satisfactionMrs [redacted] ’s Vivint account has been cancelled effective immediately Additionally, Mrs [redacted] has been refunded in the amount of $49.99.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***

June 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Janai A*** Vivint Account #: [redacted] Date of Agreement: June 9, To Whom It May Concern:I have reviewed the information provided by MsA [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsA [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsA***’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***

July 29, 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 Vivint is currently working towards a resolution with Mr [redacted] The equipment has been removed from Mr [redacted] ’s homeThe representative that has been in contact with him is waiting to receive pictures of the home damage so that Vivint can further review his request for compensation 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***

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***

Complaint: [redacted] I am rejecting this response because: I have not been contacted by any representative by emailI have been contacted daily from a repin the Aliquippa, Pa office asking for payment on my delinquent account though! Sincerely, [redacted] ***

August 11, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 3, 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 requested cancel her account on June 27, 2017; however, her account was charged another monthly payment on July 25thMs [redacted] requests that Vivint refund her the amount of $and cancel her account At this time, Vivint is willing to refund the amount of $to go back in Ms [redacted] ’s checking accountAdditionally, Ms [redacted] ’s account has been previously cancelled By way of explanation and according to Vivint’s cancellation policy, the customer must send Vivint a written notice of cancellation days prior to cancellationBecause an additional billing cycle occurred prior to the effective date of the cancellation, a payment was appropriately withdrawn within the thirty day period and on her billing date of July 25, 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 19, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 18, 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 was told that outdoor cameras purchased from another provider would be compatible with Vivint’s alarm systemMr [redacted] has offered to pay for the cameras if he can install themVivint’s records indicate that outdoor cameras that were purchased from Alarm.com could be integrated with Vivint’s earlier technologyMr [redacted] has Vivint’s newest technology, outside providers will no longer be used with Vivint’s technologyNever the less Vivint will waive the installation cost of the outdoor camera(s) if Mr [redacted] will agree to purchase the camerasThe outdoor camera(s) will need to be installed by a Vivint technician due to state compliance but this installation will not be charged to Mr [redacted] I would advise Mr [redacted] to call into Vivint to schedule a time that works best for him to have a technician come install the camera(s)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 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***