Vivint Smart Home Security

October 27, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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 experienced technical issues with her system which Vivint has been unable to correctMs [redacted] desires cancellation of her Vivint agreement without penalty Vivint’s records indicate that Ms [redacted] has primarily experienced technical issues with her thermostatA technician has visited Ms [redacted] ’s home and did not leave the thermostat in working orderIn these circumstances repair, rather than cancellation is the preferred resolutionVivint is willing to schedule a technician and replace Ms [redacted] ’s thermostat at no chargeShould Ms [redacted] wish to accept Vivint’s offer of a free service visit, she may contact the Vivint representative who has attempted to reach her by phone at (801) 222-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 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 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 has been resolved to Mr [redacted] ’s satisfactionn appointment is scheduled for March 17, 2017.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

October 17, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’ complaint he explains that he was not informed that it would take another month to cancel the contractMr [redacted] requests that $be refunded to himA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’ satisfactionMr [redacted] ’ account has been canceled and a refund has been issued via check Mr [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

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,m waiting for a signed letter from Madison B [redacted] who assured me that she will respond by us mail within hours It may take a few days to get the letter when I have a signed letter I will consider the case closed This conversation with Madison B [redacted] took place 7/29/at 10;05am Thank you very much for help in us reaching a resolution.Thurman C [redacted]

Complaint: [redacted] At this point we need to talk oon the phone limited communication has caused yet another failure on "vivint part" I am rejecting this response because: you have managed to screw up yet again and cancel the wrong account leaving the business unprotected and the home still current the issue has never been with the business ALWAYS the HOME address and account So no one double checked or called us before this cancellation took effect Yet again a fail as a security company leaving something un secured And we would like to go thru and start the arbitration for the home address we want our service fees returned to us for the past payments Sincerely, [redacted] ***

May 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 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 has been resolved to Mr***’s satisfactionMr***’s account has been canceled as of May 16, The equipment was removed from Mr***’s home on May 16, Mr [redacted] may contact Vivint’s representative directly if he has any questions or concernsIf 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

October 25, 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 Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint has applied a credit to Ms [redacted] ’s billing account in the amount of $An appointment for a Vivint technician to inspect and repair Ms [redacted] ’s security system has been scheduled for October 28, Ms [redacted] may contact Vivint’s representative if she has any additional questions or requestsIf 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 28, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, 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 multiple complications with his system and that technicians have damaged his home without fixing the problems, specifically the technician who was at his home on December 8, Mr [redacted] explains that his system is still not working and Vivint will not send a technician due to a complaint from the last technician He desires cancellation of his Agreement without penalty, removal of Vivint’s equipment from the home, repair of damages, and a refund of all monies paid to Vivint for equipment and servicesAt this time, Vivint agrees to cancel Mr [redacted] ’s Agreement without penalty, effective immediately The equipment in the home belongs to Mr [redacted] and he may do with it as he pleasesVivint is waiving the remaining $2,of Mr [redacted] ’s Agreement and as such will not be providing any further compensation or refund.Vivint’s records show that Mr [redacted] signed an Agreement with an initial term of sixty (60) months and a monthly services fee of $65.99, plus any applicable taxes, during that term The Agreement states that Vivint cannot warrant the system will always operate, and that Vivint is not liable for consequential or incidental damages (Section 5: Repair Service) Although Mr [redacted] is within the initial term of his Agreement, Vivint acknowledges his troubles with the system and agrees to the above resolution Mr [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 – LegalSincerely, Nathan *W***Chief Compliance Officer

August 26, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, 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 his concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’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 – 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: June 8, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records indicate that Mr [redacted] ’s account has previously been closedThe contract has been cancelled and Mr [redacted] is under no further obligation to VivintIf Mr [redacted] has any further questions or concerns, he may contact Vivint’s representatives directlyOtherwise, Vivint’s records show that this matter has been resolved to Mr [redacted] ’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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: I moved into my new home on May 29th and have been without service for a month I was contacted by bivint and their solution was that they would be able to get a technician out no early than July 24th This is unacceptable They have oversold the market and are unable to fulfill the request of their current customers I spoke with Zach B [redacted] today and he advised me that I was on a priority list I have been told this multiple times I expressed my concern for the safety and security of my family I advised him that I have been extremely patient and given them ample opportunity to get a technician out to transfer serviceI also advised Zach that I will give them one more week to resolve the issue or either I will need to go with another service to secure my home I expressed to them that they can have their equipment back and that I would like to be released from the contract without penalty due to vivint's inability to uphold their end of the agreement This is an unfortunate situation, but the protection and security of my family is my number one priority Zach also advised me that they would credit back to my account any funds that have been withdrawn from my account since May 28th, which is the right thing to do, but the fact that we still do not have service after a month is my major concern Sincerely, Christopher H [redacted]

September 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 14, 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 dad’s name, [redacted] , was fraudulently placed on the accountMr [redacted] requests cancellation of the account without penalty At this time, Vivint has agreed to remove Mr [redacted] ’s name from the accountMr [redacted] ’s name will remain on the account Vivint’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 October 14, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) 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 Vivint’s records further indicate that both, Mr [redacted] and Mr [redacted] signed the System Purchase and Services Agreement documentVivint has no record of Mr [redacted] notifying Vivint that he no longer wished to have Mr [redacted] ’s name on the account until recent Due to the information above, cancellation without penalty is not warrantedHowever, in an effort to assist Mr [redacted] , Vivint will lower the amount past-due by 50% bringing the total from $to $ 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

May 26, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 9, To Whom It May Concern:In his rebuttal, Mr [redacted] alleges that he is still unable to access his online account, and that he has an updated panel Mr [redacted] desires access to his billing information through Vivint’s online account systemA representative from Vivint has been working with Mr [redacted] in an effort to resolve his concernsThis representative has advised Mr [redacted] to contact a specialized team in Vivint’s Customer Care department to resolve this issue, as a recent service visit resulted in an updated panel that requires access to an updated online account center On May 22, 2015, a specialist attempted to contact Mr [redacted] , to assist him in gaining access to the new online system Mr [redacted] returned the phone call, and a specialist was able to assist him in gaining the needed access Vivint believes that this issue has been resolved.In an effort to assist Mr [redacted] , Vivint has applied a credit to his billing account to cover three (3) months of service.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]

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Dane D [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, To Whom It May Concern:I have reviewed the information provided by Mr Dane D [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrD [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in progress and a resolution will be reached to MrD [redacted] ’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***

March 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 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 concernsIt has been agreed that Vivint will refund the payment taken for March and immediately cancel the accountVivint’s records indicate that this matter has been resolved to Ms [redacted] ’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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 9, 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 charged a fee for a tech visitMs [redacted] requests that Vivint refund this fee and cover the insufficient funds fee At this time and although not warranted, Vivint has agreed to refund Ms [redacted] the $technician visit fee out of goodwill However, it should be noted that under section of the System Purchase and Services Agreement, it states: After the initial one hundred and twenty day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call, and you agree to pay the same Despite the information mentioned, a refund of $will be issued to go back into Ms***’s checking account within 7-business days 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 2, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 6, 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 she has experienced some confusion regarding her monthly bill and how long her contract isMs [redacted] requests that her monthly bill be decreased and from $to $and her contract length loweredA representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that Ms [redacted] ’s original contract was for months with a monthly payment of $When Ms [redacted] extended the contract Vivint offered to put some credits on Ms [redacted] ’s account for a number of monthsWhen those months were over the monthly payment went back to the original amountIn an effort to assist Ms [redacted] Vivint has removed months off of the contract termMs [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

June 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her rebuttal, Ms [redacted] states she has experienced equipment complications with her security system that have not been resolvedMs [redacted] desires a credit to her billing accountVivint’s records indicate that Ms [redacted] signed a System Purchase and Services Agreement on October 8, with an initial term of forty-eight (48) months, a monthly services fee of $80.99, plus any applicable taxes, during that termSection of this Agreement states:WHERE PERMITTED BY LAW, WE DISCLAIM ANY IMPLIED WARRANTIES PROVIDED BY LAW INCLUDING THE IMPLIED WARRANTIES OF MER- CHANTABILITY OR FITNESS FOR PURPOSEWE DO NOT WARRANT THAT THE SYSTEM WILL ALWAYS DETECT, OR HELP PREVENT, ANY BUR- GLARY, FIRE, HOOR ANY OTHER SUCH EVENTWE DO NOT WARRANT THAT THE SYSTEM CANNOT BE DEFEATED OR COMPROMISED OR THAT IT WILL ALWAYS OPERATEWE DO NOT WARRANT ANY WORK OR PRODUCTS PROVIDED BY YOU OR A THIRD PARTY USED IN CONNEC- TION WITH YOUR SYSTEM.I have credited Ms [redacted] ’s billing account in the amount of $of three (3) free months of service Vivint would like to ensure that Ms [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no chargeShould Ms [redacted] still be experiencing complications with her equipment, I would advise her to call Customer Care at 1-800-216-5232, and schedule this appointmentIf 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 31, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 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 his sales representative agreed to extend his Right of Rescission period by ten (10) days, but that Vivint will not allow him to cancel his agreement Mr [redacted] desires a refund of all monies paid to Vivint and cancellation of his agreement without penalty.At this time, Vivint agrees to cancel Mr [redacted] ’s Agreement without penalty, effective immediately.Vivint’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 July 3, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $each month during that term Further, MrTejeda 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 Vivint’s records further indicate that Mr [redacted] signed a System Purchase and Services Agreement on July 3, Section of the Agreement states:YOU MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTIONSEE THE NOTICE OF CANCELLATION FORM DELIVERED AT THE TIME OF THE TRANSACTION OR INSTALLATION FOR AN EXPLANATION OF THIS RIGHT.Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr [redacted] contacted Customer Care to address any concerns from the Pre-Installation Survey and cancel servicesVivint’s records indicate that Mr [redacted] requested cancelation of his agreement on July 21, out of his three (3) day Right of Rescission period.After further review, Vivint agrees to cancel Mr [redacted] ’s agreement with VivintFollowing retrieval of the equipment from Mr [redacted] ’s home, Vivint will refund his payments, in the amount of $and his account will be canceled I advise Mr [redacted] to contact Vivint’s Customer Loyalty department at 1-800-216-to schedule this appointmentIf 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 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 14, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] explains that she the term of her agreement was not monthsMs [redacted] desires the account with Vivint to be canceled 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 homeThe 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 May 14, 2016During 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 $plus any taxes 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***’s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementDue to this termination of the agreement is not warrantedIf 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