Vivint Smart Home Security

August 7, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: John and Debra M [redacted] Vivint Account #: [redacted] Date of Agreement: July 19, To Whom It May Concern:In his rebuttal, MrM [redacted] requests a copy of the call Vivint made mention in their previous responseMrM [redacted] also request Vivint fulfil referral credits MrM [redacted] was promisedVivint has attached the recorded pre-install survey that was reference previouslyPlease note Vivint has removed portions of the call that make reference to MrM [redacted] personal information for MrM***’ protection Vivint has no record of referrals in regards to MrM [redacted] accountIn the call Vivint has attached, Vivint asks MrM***’ if his sales representative made any promises that were not written on the agreementMrM [redacted] answers “no”Since the alleged referrals took place three years ago, Vivint will be unable to provide MrM [redacted] with the alleged referral creditsHowever, Vivint’s offer of a reduced payoff of $ [redacted] still standsMrM [redacted] may contact Vivint’s Customer Loyalty department to accept the offerIf 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***

November 6, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 19, 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 the term of his agreementMr [redacted] desires the cancellation of the agreement without penaltyVivint’s records indicate that prior to the installation of any equipment; Mr [redacted] signed a Purchase and Services AgreementThe Agreement Vivint has on file for Mr [redacted] has an initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that termVivint has attached the agreement we have on file for Mr [redacted] .Cancellation without penalty is not warrant 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 55% 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 – LegalSincerely, Nathan *W***

September 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 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] states that her alarm went off and she was not notifiedShe called in to very why the alarm did not go off and was told it was a lost communicationMs [redacted] is requesting cancellation of her services without penalty Vivint’s records show that Ms [redacted] ’s system was fixed on August 29, Vivint will apply a two (2) month credit towards Ms [redacted] ’s account to cover the time she was without service.Vivint’s records indicate that Ms [redacted] signed her System Purchase and Service Agreement (“Agreement”) on April 30, By signing her Agreement, she understood and agreed to the following: Section 4: “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hoor any other such eventWe do not warrant that the system cannot be defeated or compromised or that it will always operate.”Section 12: “You will test the system’s protective devices and send test signals to the Center in accordance with our instructions at least monthlyIf a problem in the System occurs you will notify us.”Due the information above, cancellation without penalty is not warrantedShould Ms [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $1025.81; however, in an effort to assist Ms [redacted] , Vivint is willing to reduce her payoff amount by 50%, bringing the total payoff amount to $If Ms [redacted] would like to take advantage of this offer I would advise her to contact a Legal Assistant 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

December 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 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 was unaware of Vivint’s day Right of Rescission (“ROR”) periodTherefore, she has attempted to cancel after her ROR period ended; however, she has been unable to cancel her accountMs [redacted] requests immediate cancellation of her account At this time and although not warranted, Vivint has agreed to cancel Ms [redacted] ’s account without penalty 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 October 20, 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 $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 MrMs [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Despite the information mentioned, 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

March 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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] states that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement Ms [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that on June 24, Ms [redacted] called into Vivint to learn more information about Vivint security systemsA segment of their conversation is stated below:Jared V [redacted] (***): If you move you leave all your equipment in this home and we install all new equipment in your new home for freeMs***: What if I move out of state or somewhere you don’t cover, is there a penalty for canceling?Jared V [redacted] (***): If you ever move to a place where we don’t service or where you can’t have service it cancels the agreement with no cost at allIt specifically says that in our agreementMs***: I don’t plan on moving but if something happens and I do have to move and sell my house I don’t want that added cost When I do move from this home my mom will most likely rent it from me so she’ll keep the system 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 24, 2016.Cancellation of Ms***’s agreement without penalty is not warranted 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

July 6, Revdex.com of Utah W S Salt 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 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

June 26, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2013To 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 received various misinformation regarding her system moveTo this date, a system has not been installed in her new home and Ms [redacted] is paying for a five-year contract when she’d been under the impression that it was only a three-year contractMs [redacted] is requesting cancellation without penalty and a refund for the month of June.At this time, Vivint is willing to waive the remainder of Ms [redacted] ’ contract and immediately cancel the accountA refund of $is currently being processed and Ms [redacted] will receive it within 7-business days Vivint’s records show that on June 5, 2013, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months By signing this Agreement, Ms [redacted] represented that she understood and accepted all the terms, including the statement that no oral representations made by the sales representative may change the AgreementVivint’s general policy when it comes to system moves is that a pull appointment will first be scheduled to remove the system, the customer then keeps the equipment for transport to their new home, and an appointment to re-install the same equipment is then scheduled following the moveVivint apologizes for any inconveniences Ms [redacted] encountered during this processIn resolution to this matter, Vivint agrees to the above offerMs [redacted] ’ account has been cancelled and she is under 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

March 31, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint, he explains that he has moved from the home where the security system is installedAs such, Mr [redacted] requests cancellation of the account without penalty.A 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 on June 22, Mr [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly service fee of $plus any taxes each month of that termDue to the fact that Mr [redacted] is still within his original term, cancellation without penalty is not warrantedHowever, in an effort to assist Mr [redacted] Vivint can discount Mr [redacted] ’s contractual buyout amount by fifty (50) percentIf Mr [redacted] would like to move forward with this resolution or if he has any questions he may contact the representative who reached out to himIf 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 would like to thank you for showing goodwill and canceling my contract Sincerely, [redacted]

May 29, Revdex.com of Utah South Redwood Road, # Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 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] via email, in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionIf 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, [redacted]

November 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 10, To Whom It May Concern:In Mr [redacted] ’s rebuttal, he states that he did not receive a call and that Vivint’s representatives are not readily available He explains that he has no confidence in the system and wants it removed and his money refunded.Vivint’s representative called the phone number provided by Mr [redacted] on November 10, and left a voicemail, and also sent him an email at that time Mr [redacted] called the representative back and left a voicemail, and he was called back and spoke with the representative on November 13, Vivint has cancelled Mr [redacted] ’s service and account, and has sent a refund for the last payment made Vivint has instructed Mr [redacted] on how to disconnect his system so he will not be bothered by it anymore.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 7, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] explains that in 2014, she moved to a home that is located in an area that is unserviceable by VivintMs [redacted] further explains that her account has continued to be charged since she movedMs [redacted] requests cancellation and a refund of monies paid since her move At this time, Vivint is willing to immediately cancel Ms [redacted] ’s account without penalty Vivint has no record of Ms [redacted] setting up a new account for her current addressVivint also has no record of any tech confirmation of her current address being unserviceable As such, no refund is warranted; however, 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Non Negioable after these Events Complaint: [redacted] 04, May I am rejecting this response because: These Events Happen Primarly by Installer, [redacted] , on Installation Date; Specific About "Loaving Downstairs HVAC Unit Thermostat Running" His Specific Instructions to both my wife and me, to Leave Downstairs Thermostat Always Running! Entire Electric Bills for Each Month of Service Defective Equipment and Total Electric Bills; without Exceptions We Have Written Documentations of Vivint Damages to HVAC System and Wasted Electric Consumation Sincerely, [redacted] & [redacted] 05, May

May 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 23, To Whom It May Concern: I have reviewed the rebuttal from Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s rebuttal, he states that he does not accept Vivint’s responseMr [redacted] states that the new homeowners were not happy with Vivint’s service so they did not take over Mr [redacted] ’s contractAs such, Mr [redacted] still requests that his account be canceled without penalty.A representative from Vivint has previously attempted to contact Mr [redacted] in an effort to resolve his concernsVivint maintains its stance where cancellation of Mr [redacted] ’s account without penalty is not warrantedVivint’s records show that Mr [redacted] has forty (40) months remaining on hisBecause the new homeowners did not take over Mr [redacted] ’s agreement the responsibility of completing the agreement is with Mr [redacted] Vivint recommends that if taking over the Vivint security account was part of his real estate transaction with the new homeowners that Mr [redacted] should contact his real estate agent to have the new homeowners take over the accountOr Vivint is willing to give Mr [redacted] a twenty-five (25) percent discount on his contractual buyout fee if he would prefer to cancel his agreement early.If Mr [redacted] has any questions or concerns he may contact the Vivint representative who reached out to himIf 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

September 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 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 Vivint does not have a signed contract and still she is unable to cancel her account with VivintVivint’s records indicate that a signed Alarm System Purchase and Services Agreement is on file with Vivint and a copy of this Agreement can be sent to Ms [redacted] for her reviewFurther in May of 2013, Ms [redacted] agreed to extend her Agreement with Vivint for an additional twenty four (24) monthsIf Ms [redacted] desires a copy of her Agreement and to review the recorded extension phone call she may call into Vivint’s Customer Loyalty department to receive these at ###-###-#### open 8:00AM to 6:00PM MST, Monday through FridayRegardless, Since Ms [redacted] has been a loyal customer for so long Vivint will agree to cancel her Agreement prematurelyVivint will not require the removal of the security system in order to cancel the AgreementMs [redacted] has recently spoken to a Vivint representative regarding her cancellationMs [redacted] has been informed that she has no further obligation to Vivint and she will receive a formal letter of cancellation sent to her email addressIf 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 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond Vivint’s records indicate that a refund of $was issued on October 9, This amount will be returned within 7-business days from the issue date 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

January 4, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he has had difficulty with his equipment and Vivint’s billing serviceAs such, Mr [redacted] requests that his account be cancelledA representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionVivint is willing to cancel Mr [redacted] ’s account upon Vivint’s recovery of the equipmentMr [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 21, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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] alleges that his Vivint account was cancelled unexpectedly, and that his services were not working properly during that time Mr [redacted] desires a refund of payments made while service was not being provided, and credit on his account towards future months of service Vivint’s records indicate that there was a complication with Mr [redacted] ’s account between October and December 2015, and that this issue was resolved on December 16, Mr [redacted] ’s Vivint account has a credit balance of $ [redacted] at this time, and this credit will go toward future monthly service fees In addition, a check in the amount of $ [redacted] is being sent to the mailing address on file, to refund two (2) months of service I apologize for any inconvenience this issue may have caused Mr [redacted] .If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 27, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 31, Date of Addendum: May 7, 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 has been resolved to Ms [redacted] ’s satisfactionHer account has been cancelled as requested and she 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***

Tell us why here...June 16, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** *** Vivint Account #: [redacted] Date of Agreement: May 19, 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’s records indicate that this representative and Mr [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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***