Vivint Smart Home Security

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] ***

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Lemonica W [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, To Whom It May Concern:I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrW [redacted] – the account holder – in an effort to resolve their concernsVivint’s records indicate that this matter is in progress and will be resolved to Mrand MrsW [redacted] ’ 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***

February 21, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, 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 Vivint has not fixed her products which are under warranty, and that she has requested cancellation of her account many times but that Vivint continues to bill her for service and is contacting her to demand paymentMs [redacted] desires for her account to be cancelled and no further contact from VivintVivint’s records show that a technician was dispatched to Ms [redacted] ’s home on January 25, and that her door lock was repaired at that time Ms [redacted] ’s Agreement and service were cancelled on February 19, She will not be contacted further by Vivint At this time, Vivint will also send a check in the amount of $to Ms [redacted] , to refund the last monthly charge of February 15, (invoiced before the account was cancelled).Vivint’s records further show that Ms [redacted] signed an Agreement on February 20, 2013, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no later than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on January 20, 2017, and her account was invoiced for the $trip fee (for the service visit) and the last monthly services fee in February Pursuant to the 30-day notice, Ms [redacted] ’s service was cancelled on February 19, 2017.Vivint apologizes for any hardship or inconvenience that Ms [redacted] may have experienced during this cancellation process Ms [redacted] has no further obligation to Vivint, and she may expect her refund check in the mail in 7-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 – LegalSincerely, Nathan *W***Chief Compliance Officer

August 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 25, 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 has moved from the residence where the system is installedHe further explains that the sales representative informed him that in the event that he moves, he would be able to cancel his account; however, he has been unable to cancel his accountMr [redacted] requests that Vivint cancel his account A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsAlthough Mr***’s account is still within its term, Vivint has agreed to immediately cancel his account without penaltyMr [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

May 8, 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:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was promised her final payment to Vivint would be refundedAfter 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 A representative from Vivint has contacted Ms [redacted] , in an effort to resolve these concernsVivint will refund Ms [redacted] her final payment, in the amount of $*** 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]

April 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Ms [redacted] and appreciate the opportunity to respondVivint records support Ms***’s statementsHer written Notice of Cancellation and final payment have been receivedDue to human error the account was not correctly cancelledThis has been corrected and Ms***’s Agreement has been cancelled as requestedShe 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

Complaint: [redacted] I am rejecting this response because: A repair estimate from [redacted] in the amount of $plus tax was faxed over to Marissa H [redacted] and she stated that standard installation rates advertised by [redacted] are $99-$(which is for a basic alarm with minimal equipment), so they are only willing to give me $I have window contact, keypads, smoke/fire detectors, motion sensors, glass breaks all of which need to be reconnected and $does not cover itI would like the $so I can have my alarm up and running as it's been two months now without the alarm and smoke/fire detectors Sincerely, [redacted] ***

May 22, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, Date of Addendum: December 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] states that he sent in a notice of cancellation to Vivint, but Vivint continued to withdraw money from his accountHe claims that he was unaware he agreed to renew the Agreement and is requesting a refund of $79.98, as well as immediate cancellation.At this time, Vivint is willing to waive the extension of the Agreement and cancel the account once a death certificate for Ms [redacted] is provided.Vivint’s records show that on May 8, 2008, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Unfortunately, Mr [redacted] did not sign the agreement and is not listed on the accountVivint cannot cancel the account without authorization from the contract signer or documentation that the contract signer is unavailableIn resolution to this matter, Vivint agrees to cancel the account once the required documentation has been providedMr [redacted] may send this information to Legal Assistant Rebekah B [redacted] at rebekah.b [redacted] @vivint.comIf 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:We pay per month, and not $I have two cameras in which I had to pay for, which was more than $they are offeringI just had a service tech come out last week, and both cameras are still not workingI would like to be refunded the FULL amount I had to pay for the camerasAlso, when they remove the doorbell camera, they need to replace it with another doorbellI have all my billing statements if neededI have been paying just for monitoring, which is a rip off in itself Sincerely, [redacted]

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, [redacted] The technician that removed the equipment took pictures of the damage and as of this date I have not had ANY request from Home Damage Department or Any Department requesting a copy of the fire report I offered to submit, I believe, to each person I spoke to regarding this matter and no one confirmed that they wanted itThank you for your understanding and allowing this to be resolved in the favor of cancellation

April 24, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 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 had complications with Vivint’s equipment that were never resolved Mr [redacted] further alleges that Vivint continued to charge him for service, and that he revoked Vivint’s access to his bank account Mr [redacted] desires a refund Vivint’s records indicate that Mr [redacted] notified Vivint of equipment complications on July 17, 2013, and a service appointment was scheduled for July 23, At that time, the alarm panel was replaced Mr [redacted] continued to have complications, and another service appointment was scheduled for October 16, At this visit, Vivint determined that equipment from a previous alarm system was causing the complications, and, although Vivint is not liable for a third party’s equipment, Vivint offered to replace it with all new equipment Mr [redacted] declined this offer, and stopped paying his monthly monitoring fees after July As such, the account was cancelled due to non-payment on December 31, 2013, and was transferred to an outside collections agency.At this time, in an effort to assist Mr [redacted] , Vivint will agree to forgive the past due balance and remove the account from collections Mr [redacted] has no further obligation to Vivint No refund is warranted, as Mr [redacted] did not pay for service since notifying Vivint of complicationsIf 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]

August 19, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 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 told to cut holes in her wall so Vivint can use her hardwired system in her homeMs [redacted] latter learned that the holes were not neededMs [redacted] requests the holes be fixed or her account canceled.A representative from Vivint has recently contacted Ms [redacted] over the phone in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms***’s satisfactionAn appointment has been set for a Vivint technician to come out to Ms***’s home to patch the holes in her wall on August 26, Ms [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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 19, 2016Revdex.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 Mr [redacted] and appreciate the opportunity to respondA representative has recently reached out to Mr [redacted] to address his concernsVivint believes this matter will be resolved to Mr [redacted] ’s satisfaction once the alarm system has been removed from his home on August 25, If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jennifer H [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern:I have reviewed the information provided by Ms H [redacted] and appreciate the opportunity to respondIn her complaint, MsH [redacted] alleges that damage was done to her home during removal of Vivint’s equipment Based upon MsH***’s representations, and in an effort to resolve this dispute, a representative from Vivint’s home damage department has contacted MsH [redacted] and is arranging for any necessary repairsAt this time, this matter is in progress and a resolution will be reached to MsH***’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***

January 5, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 30, 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***’s satisfactionVivint has agreed to cancel Ms***’s Agreement upon the return of the equipment which was installed in her homeIf 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***

December 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 6, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mrand Mrs [redacted] in an effort to resolve their concernsVivint’s records indicate that this matter has been resolved to Mrand Mrs [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***

August 3, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Billy A [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, To Whom It May Concern:I have reviewed the information provided by MrA [redacted] and appreciate the opportunity to respondIn his complaint MrA [redacted] alleges that damage to his home had occurred when the Vivint system was removed from MrA [redacted] ’s homeMrA [redacted] desires repair of the damages.A representative from Vivint has recently contacted MrA [redacted] in an effort to resolve his concernsVivint’s Home Damage department is currently working with a contractor of MrA [redacted] ’s choosing to reach the best resolution possibleI would advise MrA [redacted] to contact Vivint’s Home Damage department for an update on his caseIf 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 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 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 has had equipment complications with her security system and has had multiple technician visits Ms [redacted] further states that she now has a different alarm system installed She desires a history of how many times technicians have come to her home, and she desires cancellation of her Agreement without penaltyVivint’s records show that a technician was dispatched to Ms***’s home on October 10, to replace the door lock, and on May 16, and June 25, to replace sensor batteries and reconfigure cameras On March 10, a technician was dispatched to the home, but Ms [redacted] had another system installed and just requested a list of what was not working Ms [redacted] signed an Agreement with Vivint on August 24, 2013, representing that she agreed to an initial term of forty-two (42) months and a monthly fee of $ [redacted] during that termCancellation of the Agreement without penalty is not warranted at this time; however, to assist Ms [redacted] Vivint will waive the remaining ten (10) months of her Agreement and will cancel the account, effective immediately Ms [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

March 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 18, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondMrs [redacted] states that her window sensors have not been functioning since she had her system installed with VivintThe desired settlement was repair of services In order to assist Mrs [redacted] , Vivint is willing to replace up to six old window sensors from her previous company with new window sensorsA representative has sent Mrs [redacted] his contact information so that she may schedule a technician to come out and replace these sensorsIn addition to replacing these sensor, Vivint is willing to add a credit of $to her accountFor further information, Vivint’s records indicate that following the installation of the equipment, Mrs [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important detailsOur records show that Mrs [redacted] completed the required Post-Installation Survey on January 18, During the recorded Post-Installation Survey, Mrs [redacted] represented that she was satisfied with the installation of his system In addition, Mrs [redacted] ’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that she may request a service visit (Sections 5, 12) Vivint did not receive any notification of sensors not working until October of A refund of $would warranted since this was first time Mrs [redacted] had notified Vivint of any issues with her systemIf 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 3, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 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 her mother, who is the account holder, was told that her System Purchase and Service Agreement (“Agreement”) had a term length of one year but discovered that it was for longer and that her mother suffers from dementia preventing her from entering into an AgreementMs [redacted] desires her mother to be removed from collections and for her Agreement to remain closedVivint agrees remove Ms [redacted] (“Ms [redacted] ”) from all collection action and keep her Agreement closed as a gesture of goodwillAs of the date of this letter Ms [redacted] has no further obligation to VivintVivint’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 22, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of thirty-six (36) months She also represented that she would pay a monthly monitoring fee of $plus any applicable 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 [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementVivint could not have known about Ms [redacted] ’s medical concerns and her inability to enter into an AgreementNevertheless, Vivint agrees to the above resolutionIf 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