Vivint Smart Home Security

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***

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

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***

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

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

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***

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

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

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***

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***

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

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***

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

March 16, Revdex.com of Utah W SSalt 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 Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he requested cancellation of his account; however, his account was sent to collectionsMr [redacted] requests that Vivint remove the negative rating from his credit report Vivint’s records indicate the following timeline of events: Mr [redacted] ’s account was written off on January 30, due to non-payment, Mr [redacted] paid Vivint $to reinstate his account on February 27, 2015, and soon after, Mr [redacted] ’s account was sent to collections once more on June 29, due to non-payment Mr [redacted] must settle the balance of his account with this outside collections agency at this timeIf 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***Chief Compliance OfficerTell us why here

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

October 9, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 9, 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 misled by a Vivint representative regarding contract and cancellation terms, and now is unable to cancel his agreement Mr [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on September 9, with an initial term of forty-two (42) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reasonSection of this Agreement states: YOU MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION.Vivint’s records further indicate that prior to the installation of any equipment, Mr [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 Mr [redacted] completed the required Pre-Installation Survey on September 9, 2016.During the recorded Pre-Installation Survey, Mr [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 $each month during that term Further, Mr [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 Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Cancellation of Mr [redacted] ’s agreement without penalty is not warranted at this timeA representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve these concerns Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $1449.71; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $ Alternately, Mr [redacted] has been offered a reduced monthly rate by 40% bringing his monthly monitoring fee to $for the remainder of his initial term If Mr [redacted] wishes to take advantage of either of these offers, I would advise him to 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

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 12, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 20, Date of Addendum: October 22, 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 been with Vivint since and requested cancellation in August but was told that he is in a lifetime contract He desires cancellation of his agreement immediatelyVivint received a written notice of cancellation from Mr [redacted] on February 8, and agrees to cancel his account and service, effective immediately Vivint’s records show that Mrand Ms [redacted] signed a System Purchase and Services Agreement on March 20, with an initial term of thirty-nine (39) months Ms [redacted] agreed to extend the term of the Agreement another forty-two (42) months on October 22, Mrand Ms [redacted] completed their Agreement terms and have been on a month-to-month term Vivint’s records show that Ms [redacted] contacted Vivint on July 3, and asked about upgrade offers Vivint’s representative gave her an offer based on another extension of the AgreementMs [redacted] advised that she would think about it, but never called back to accept the offer or cancel the AgreementAt this time, Vivint agrees to the above resolution in this matter Mrand Ms [redacted] requested cancellation as of February 8, and they 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am not totally satisfied with the response from this "business," but as Vivint has employed shady business practices from the very beginning with not only myself, but also multiple other consumers, it isn't surprising that they would fail to do the right thing in this matterI am out over $2,from dealings with this company, but am just relieved to be rid of them Sincerely, [redacted]