Vivint Smart Home Security

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] ***

December 8, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 19, 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 resolution 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

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***

September 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 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 was not aware that she had an account with VivintMs [redacted] requests that her account be canceled and that all of her monthly payments dating back to be refunded.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate Ms [redacted] signed a System Purchase and Services Agreement on May 15, Vivint has been providing the service outlined in the agreement from May 15, to the presentBecause of that refunding all of Ms***’s monthly payments is not warrantedHowever, in an effort to assist Ms [redacted] Vivint has canceled her account as of September 22, 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

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***

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]

November 24, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, 2014To Whom It May Concern:In her rebuttal, Ms [redacted] alleges Mr [redacted] is not listed on the account, so she should not be held to an AgreementMs [redacted] desires the cancellation of the accountVivint’s records indicate that Mr [redacted] is the secondary user on the accountThe Purchase and Services Agreement Vivint has on file for Ms [redacted] ’ account is signed by both Ms [redacted] and Mr [redacted] As such Mr [redacted] can participate in the Pre-Installation SurveyVivint has attached the Agreement they have on file for Ms [redacted] ’ accountAs such, Vivint maintains its stance in regards to Ms [redacted] ’ 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***

December 16, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 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 he recently attempted to cancel his account with Vivint, but the customer service representative was unprofessionalMr [redacted] desires for Vivint contact him to discuss his inter action with this representative, and for the account to be cancelled without penaltyA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve these concernsAt this time, Vivint is willing accepted Mr [redacted] ’s as a formal notice of cancellation and cancel the account without penaltyVivint’s records show that on June 14, 2008, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months As such, the initial term of the agreement would have lapsed on June 14, One the initial term of the Agreement lapsed, Mr [redacted] ’s account remained active on a monmonth term where he could request cancellation at any time without penalty once he provides Vivint with a day written notice of cancellation.Vivint will review the call where Mr [redacted] requested cancellation with the representative he mentioned in his complaintOnce the call has been review, Vivint will complete the nessisary coaching for this individualVivint apologizes for any unprofessional representative Mr [redacted] may have interacted withDespite the above information, in resolution to this matter, Mr [redacted] has no further obligation to Vivint He may contact Vivint’s representative if he has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-attention Department - LegalSincerely, Nathan *W***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***

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

April 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondMs [redacted] ’s Vivint account has been cancelledShe 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

August 5, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Macario D [redacted] Vivint Account #: [redacted] Date of Agreement: April 24, Date of Addendum: April 23, To Whom It May Concern:I have reviewed the information provided by MrD [redacted] and appreciate the opportunity to respondIn his complaint, MrD [redacted] alleges that he was misled about the capabilities of his security system, and his camerasMrD [redacted] desires the cancellation of his agreement without penaltyVivint’s records indicate that prior to the installation of any equipment; MrD [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 MrD [redacted] completed the required Pre-Installation Survey on April 23, During the recorded Pre-Installation Survey, MrD [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that termFurther, MrD [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 MrD [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint’s records indicate that MrD [redacted] system was sending signals to Vivint up until July 19, Vivint’s policy states that when an alarm is received, Vivint will first reach out to the customer; if the customer cannot be reached, or at the customer’s request, Vivint will contact the proper authorities so a patrol unit can be dispatched to the customer’s homeDue to the limitations in technology; Vivint cannot distinguish a alarm from actual alarm without a person at the residence to confirmWhen a customer is out of town and wants a follow up an alarm at their home, Vivint will refer them to the authorities dispatched for detailsVivint records further indicate MrD [redacted] contacted Vivint to cancel on April 23, 2015, because Vivint is unable to tell him when an alarm is activated whether it is a alarm or an actual alarmA Vivint representative offered MrD [redacted] cameras to assist him in monitoring his home if he agreed to extend his agreement with Vivint for forty-two (42) monthsMrD [redacted] agreed and Vivint scheduled an appointment for May 7, MrD [redacted] informed Vivint he was unsatisfied with the quality of the cameras on July 3, A Vivint representative attempted to schedule an appointment to inspect the camera, but MrD [redacted] declined the offerA Vivint representative has recently reach out to MrD [redacted] in an effort to resolve this concernCancellation without penalty is not warranted at this time; however, Vivint would like to assist MrD [redacted] Currently, MrD [redacted] is under an agreement with Vivint until October of If MrD [redacted] wishes to continue with this agreement, Vivint offers an appointment with a Vivint field service professional to inspect the camerasAlternatively, MrD [redacted] can also return the cameras to Vivint, and Vivint will reverse MrD [redacted] extension through October and revert back to MrD [redacted] ’s original agreement through October Should MrD [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $ [redacted] , however Vivint will take 55% off the payoff amount, bringing it to $ [redacted] This reduced payoff is based upon MrD [redacted] ’s original agreement with VivintIn order for MrD [redacted] to be eligible for this offer, the cameras will need to be returned to VivintIf MrD [redacted] wishes to take advantage of either offer, I would advise him to contact Vivint’s Customer Loyalty department at [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: [redacted] , attention Department – LegalSincerely, Nathan *W***

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

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***

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 Thank you Vivint for allowing me to cancel on June 19th I wish your customer support team could have more understanding, the fact that hid behind that second agreement so feverishly is what let this escalate so much The second agreement was erroneous and should have never been created (after it was my wife called in, she thought she was only signing for a move not an extension) Because of the way I was treated, I will not sign anything with Vivint again unless I see major changes being in the sales department and in customer support Sincerely, [redacted] ***

December 2, 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 Mr [redacted] ’s complaint he explains that during the installation of the system in his home the technician damaged part of his ceilingMr [redacted] states that he was working with Vivint’s Claim Resolution Department but was unsatisfied that Vivint would not pay to have the whole ceiling repaintedVivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on June 16, In section 7: Installation of the System it states “We are not responsible for cosmetic blemishes to walls or wall coverings arising from the installation of any devices.” Therefore Vivint is not responsible to paint he entire ceiling.Despite these facts Vivint agrees to pay $for the drywall repair, $for crown molding repair, and $for repainting, totaling $If Mr [redacted] would like to move forward with this resolution he can contract the representative who he was working with in Vivint’s Claim Resolution Department.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 31, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionHer Vivint system has been cancelled effective immediatelyMs [redacted] has no financial obligation with VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: The system does not work even close to acceptable and a refund has not been concludedI think our agreement would be that the system works or its refunded Sincerely, [redacted]

February 22, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he has had issues with his doorbell cameras working properlyAs such, Mr [redacted] requests that his account be cancelledA representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] entered into an agreement with Vivint on May 20, Mr [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint $each month of that termVivint’s records also show that a Vivint representative offered to downgrade Mr***’s system or to swap the doorbell camera out for another home automation device but Mr [redacted] refused both offersDue to these facts cancelation of Mr***’s account early without paying the contractual buyout fees is not warranted.Despite the information above Vivint agrees to discount Mr***’s agreement buyout fees by fifty (50) percentOr if Mr [redacted] would like to downgrade his system or swap the doorbell camera out for another piece of equipment that is still available to himIf Mr [redacted] would like to move forward with one of these resolutions then he may contact the Vivint representative who reached out to him.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 3, Revdex.com of UtahW S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: March 7, 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 Ms [redacted] in an effort to resolve the ***’s 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***