Vivint Smart Home Security

October 5, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently attempted to contact Ms [redacted] via phone and emailIn her complaint, she explains that she has experienced technical issues with her system since the installationMs [redacted] requests a full refund for the equipment that she purchased At this time, Vivint has agreed to fully refund Ms [redacted] and cancel her account upon receipt of the equipmentMs [redacted] must contact the representative who has reached out to her via phone and email to schedule a system removal appointment 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 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 18, 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 her doorbell camera has stopped working due to her transformer shorting and requires an electrician to repair and that her alarm system is for an apartment and not a houseVivint’s records indicate that Ms [redacted] has been approved for reimbursement up to $ [redacted] for the repair of her transformerSince it will take some time for an electrician that works with Vivint to get to her home Vivint has offered to pay another electrician of her choosing for quicker serviceMs [redacted] has denied this offer, never the less Vivint’s offer will stand until the necessary repairs are madeFurther, Vivint does not install alarm systems specifically designed for an apartmentThe security system is not permitted to have an outdoor siren due to noise ordinance lawsMs***’s system is meant to protect her homeRegardless, Vivint will agree to cancel her Agreement without penalty as long as Vivint can remove the security equipment from Ms***’s homeIf Ms [redacted] desires to take advantage of this offer I would advise her to call into Vivint to schedule a time that works best for her to have a Vivint technician come remove the Vivint equipmentIf 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***

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

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

March 8, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] claims that he was told his account was cancelled in May of He later noticed that Vivint was continuing to take payments and the account was not cancelledMr [redacted] is requesting a refund of the months billed following his call.A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve these concerns At this time, Vivint is willing to cancel the current account and provide a refund in the amount of $250.00.According to Vivint’s records, Mr [redacted] is eligible for cancellationHowever, Mr [redacted] has not submitted a Notice of Cancellation as outlined in his AgreementIn order to consider a cancellation request, it is Vivint’s policy that a Notice of Cancellation must be submitted at least thirty (30) days prior to the date of cancellation (Section 2.4)Despite the above information, in resolution to this matter, Vivint will accept Mr [redacted] ’s complaint as a formal notice of cancellation and cancel the accountMr [redacted] has no further obligation to Vivint and the payments have been stopped 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) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

April 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 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] in an effort to resolve her concernsVivint and Ms [redacted] have agreed upon a resolution in this matter Ms [redacted] may contact Vivint’s representative directly if she 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

November 20, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: March 28, 2015To 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 the capabilities of the systemMr [redacted] desires the cancellation of the system without penaltyVivint’s records 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 March 28, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $ [redacted] 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 AgreementVivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement In Section of Mr [redacted] ’ Agreement labeled as ‘Our Limited Liability’, it states that Vivint does not warrant that the system will prevent a burglary Vivint is also unable to install outdoor sirens due to noise ordinances in place by most local governmentsVivint recently responded to an alarm triggered on Mr [redacted] ’s systemVivint received the alarm on October 26, at 2:pm PSTVivint made contact with Mr [redacted] ’ panel within seconds of receiving this alarmWhen we did not reach anyone over the panel, we began the dispatch procedure and contact Mr [redacted] ’ phone numbersAt 2:pm we reach a person claiming to be Mr [redacted] When Vivint received the incorrect verbal password, Vivint dispatched the local authoritiesVivint did everything according to its policy in the event of an alarmCancellation of Mr [redacted] ’ 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] If Mr [redacted] wishes to take advantage of this 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***

March 12, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondVivint’s records indicate that Mrs [redacted] confirmed the receipt of her refund on March 8, 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 12, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Susan [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges Vivint was unable to provide both security and internet services to her homeAs a result Ms [redacted] canceled her account with VivintMs [redacted] further alleges that the Vivint field service professional refused to re-install Ms [redacted] ’s previous alarm systemMs [redacted] is now requesting Vivint cover the installation fee of her previous alarm system.Vivint’s records indicate that Ms [redacted] has a Vivint security system installed on June 1, Ms [redacted] ’s account was cancelled with Vivint on June 8, A Vivint field service professional removed Vivint’s equipment from Ms [redacted] ’s home on June 10, Vivint field service professionals are not licensed to install any other company’s security system, and as such Vivint was unable to re-install Ms [redacted] ’s previous systemA representative of Vivint has recently contacted MrJamie [redacted] in an effort to resolve their concernsAlthough Vivint is not responsible for installation fees of other security companies, Vivint has agreed to cover half Ms [redacted] ’s reinstallation feeVivint has credited Ms [redacted] account in the amount of $***, and refunded this back to the bank account on file 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 * [redacted]

September 29, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 is still receiving collection callsMs [redacted] desires a written statement from Vivint stating the account is cancelled and the balance is zero After further review, Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint However there is still an outstanding balance on Ms [redacted] ’ accountIn July 2015, Vivint refunded Ms [redacted] through applying credits to Ms [redacted] ’ account and refunding the credit to Ms [redacted] ’s banking accountA few days later, Vivint records indicate the charge was disputed through Ms [redacted] ’ bank accountThis caused Vivint to refund Ms [redacted] twiceMs [redacted] currently owes Vivint a balance of $ [redacted] She may settle this balance with Vivint’s billing 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: ###-###-####, 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 Sincerely, Rebecca M [redacted]

January 25, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 23, 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] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfaction She may contact Vivint’s representative directly 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***

October 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 7, 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 sent Vivint a written 30-day notice of cancellation and that he is out of his contract term, but that Vivint continues to bill him and says that he agreed to a renewal of the contract over the phone Mr [redacted] desires cancellation of his service and automatic payments immediately At this time, to assist Mr***, Vivint agrees to reduce the remaining balance of his Agreement by 55% Should Mr [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $481.76; however, with this discount the total payoff amount would be $ Vivint’s records indicate that Mr [redacted] signed an Agreement on May 7, with an initial term of sixty (60) months Mr [redacted] did not extend the term of his Agreement over the phone, but his initial term has not been fulfilled at this time and that is why Vivint continues to charge his monthly service feesVivint is not currently drafting Mr***’s payments automatically.Cancellation of Mr***’s agreement without penalty is not warranted at this time; however, if Mr [redacted] wishes to take advantage of the reduced payoff explained above, 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

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]

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

November 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 29, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that Vivint’s thermostat damaged her HVAC systemMs [redacted] requests that Vivint pay the $to cover the cost of repairs and cancelation of her account with Vivint.Vivint agrees to send Ms [redacted] a check of $and cancel Ms [redacted] ’s account with Vivint upon the recovery of the equipment in her home.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records show that one in house HVAC technician and a HVAC technician that was at Ms [redacted] ’s house saying that Vivint’s thermostat did not have the capacity to direct the VAC that damaged the HVAC systemVivint’s records further show that the damage was done while another HVAC technician was working on the system in Ms [redacted] ’s homeDue to these facts and because we are not able to get a second opinion Vivint pay the full $is not warranted.Despite these facts, and in an effort to assist Ms [redacted] , Vivint agrees to the above resolutionWhere Vivint will send Ms [redacted] a check of $and cancel her account with Vivint if Ms [redacted] will allow Vivint to recover the equipment in her homeIf Ms [redacted] would like to move forward with this resolution or if she has any questions she can contact the representative who reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 21, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintVivint request that Mr [redacted] schedule an appointment for the removal of Vivint’s equipment An appointment has been scheduled for the removal of Vivint’s equipment on March 26, Following retrieval of the equipment from Mr***’s home, Vivint will refund him his payments, in the amount of $1, $1,for a full refund of the equipment and half ($665.15) of monitoring fees paid to 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

July 20, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: December 6, 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 when she moved to her new address and had a new customer take over her previous account at her old address, she cancelled over the phone and failed to send in a notice of cancellation (“NOC”)She further explains that she was being charged for her old account from December to present Vivint has agreed to refund Ms [redacted] the amount of $and this will go back into her account within 7-business days Vivint requires all customers to send in a NOC via email, mail or fax days prior to cancellation as documented in the signed agreementVivint did not receive a NOC from Ms [redacted] until June 17, 2016, therefore, the billing on the account was never stopped prior to receiving the NOC in June 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***

April 29, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, Date of Addendum: January 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] alleges that she had equipment complications and requested cancellation of her account, but was advised that she had signed an Agreement with Vivint and could not cancel it Ms [redacted] has been contacted in efforts to collect a debt, and she desires cancellation of her agreement without penaltyVivint’s records show that on August 11, 2007, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Vivint spoke with Ms [redacted] regarding her alarm service on January 25, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintThe term of Ms***’s extended agreement with Vivint is due to end on July 24, 2015, and as such, Ms***’s account has not yet been eligible for cancellation A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve this concern In an effort to assist Ms***, Vivint has agreed to cancel her agreement without penalty at this time Ms [redacted] has no further contractual obligation to Vivint, and her past due balance has been forgiven No further attempts will be made to collect a debt.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, [redacted] * [redacted]

October 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 10, 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 was misled by a Vivint representative regarding the terms of her Vivint AgreementMs [redacted] states that her Vivint security system has caused her electricity bill to increase drastically Ms [redacted] desires cancellation of the Agreement without penalty, and a refund of monies paid to Vivint Vivint’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 June 10, 2015.During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $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 of Ms [redacted] ’s agreement without penalty is not warranted at this timeA representative from Vivint has recently contacted Ms [redacted] , in an effort to resolve these concerns Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1,859.69; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 40%, bringing the total payoff amount to $1, Alternately, Ms [redacted] has been offered a reduced monthly rate by 40% bringing her monthly RMR to $for the remainder of her initial term If Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or she may contact the representative she has been working with directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Chief Compliance OfficerNathan *W***