Vivint Smart Home Security

April 12, 2016Revdex.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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states she signed up for Vivint in and believes the account should be cancelledHowever, Vivint continues to bill her for the serviceMs [redacted] desires the cancellation of the account without penaltyA representative of Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is willing to cancel Ms [redacted] without penaltyVivint’s records show that on July 19, 2010, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Mr [redacted] regarding his alarm service on February 19, Mr [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly rate Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr [redacted] agreedIndeed, Vivint read the following statement, after which Mr [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 VivintDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to Vivint She 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 21, 2015Revdex.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 respondIn her complaint, Ms [redacted] alleges that she was misled by a Vivint representative regarding the term of her agreementMs [redacted] further alleges that she has experienced equipment concerns with her thermostatMs [redacted] desires the cancellation of the agreement without penalty 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 15, 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 $ [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 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 indicate Ms [redacted] first contacted Vivint and requested cancellation on August 17, Ms [redacted] was informed she was outside of her three (3) day Right of Rescission period, as stipulated in Section of her Purchase and Services AgreementMs [redacted] alleged she contacted her sales representative in order to cancel the agreement within her Right of Rescission periodVivint contacted Ms [redacted] ’s sales representative, and he offer a service visit and a creditVivint records indicate Ms [redacted] accepted the offerVivint has also opened home damage case to assist Ms [redacted] with utility bills and assist with a service visit by an HVAC technicianVivint representatives have attempted to contact Ms [redacted] to request documentation to review Ms [redacted] ’s claim, but has been unable to react Ms [redacted] Cancellation of Ms [redacted] ’s agreement without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] If Ms [redacted] wishes to take advantage of this offer, I would advise her 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***

May 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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] alleges that she has not received a refund of the monies she paid to Vivint Ms [redacted] desires a refund of $ A representative from Vivint has recently been in contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that a refund in the amount of $is being sent back to Ms [redacted] as a check on May 16, Vivint was waiting on the final approval of the remaining $to be refundedVivint has agreed to expedite this process and provide her with a tracking number once the check has been mailMs***’s account is cancelled, and she has no further obligation 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: I have reviewed the response made by the business to terminate my contract reference to complaint ID [redacted] , and I find that this resolution is satisfactory to me 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, Ronald J***

Complaint: [redacted] I am rejecting this response because: I am waiting on documents from my attorney's office: [redacted] , Nashville Tn This company has already told me they intend to charge me for another monthI suppose this letter means otherwiseI will be in touch when I receive my documents from my attorneyLike I said before , they told me the alarm has not been working at all and has been disconnected for at least the past yearI may also go by the house and get a notarized statement from the current owners if I need toI found this info out because I questioned whether or not the current owners were using the alarm while I was paying for itVivint said no Thank you, Sincerely, [redacted]

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 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 states that her Vivint Sales representative used unlawful sales tatics and pressured her into signing her System Purchase and Service Agreement (“Agreement”)She states that her Agreement was forged and unaware of the terms of the AgreementMs [redacted] desires cancellation of her Agreement without penalty and an apology from 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 to confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 12, 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 Sales 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 In an effort to resolve this matter, Vivint will agree to cancel Ms [redacted] ’s Agreement once the Vivint equipment is returnedVivint apologizes for any inconvenience this may have causedShe may return the equipment herself to: Legal North West, Provo, Provo, UT or she may contact a Vivint legal assistant to schedule an appointment for a technician to pick up the equipment 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Though I have not yet received the check, upon doing so I will consider the matter closed Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Please be aware that the company vivint has not had open communication with me in this time frameI do not approve of this complaint being closedThis is still an ongoing complaintI am still fighting with this companyJust today a guy called me back from vivint, he said he will give me free month to try the system and see if their security system will actually work.Again, I am not satisfied with this company, this claim is not satisfied, DO NOT CLOSE THIS COMPLAINT, pleaseI am not satisfied with this result, as the company would not communicate or contact me In the time frame given by the Revdex.comPlease let me know what else I need to do.Thank you 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 meSorry we did not respond Yes! Vivint called us finally and the issue is resolved Thank you for your help--we obviously could not have done it without you as we have been trying to resolve it since Jan!Respectfully, [redacted] and [redacted]

January 22, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 12, 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 satisfactionMs [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

March 21, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 9, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond Ms [redacted] explains that a technician has fixed her systemShe requests compensation for her inconvenience In an effort to further resolve her concerns, Vivint has applied a free month of credit to her account 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 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 19, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records show that Ms [redacted] stopped making her monthly payments after February and has an outstanding balance of $A written notice of cancellation was provided by Ms [redacted] on March 20, 2017.Vivint has offered to waive any invoices after Vivint received Ms [redacted] ’s notice of cancellationIf Ms [redacted] wishes to cancel her Vivint account, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-to resolve her outstanding balanceIf 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***

September 14, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has had complications with her system since it was installed, and that Vivint has failed to resolve these issuesMs [redacted] further states that Vivint has not refunded her for the months the system did not work She believes that Vivint has breached the Agreement, and she desires cancellation of her Agreement without penalty and a refund of all monies paid to Vivint At this time, to assist Ms [redacted] , Vivint agrees to reduce her monthly services fee by $for the remainder of her Agreement term In addition, Vivint is willing to send a technician to Ms [redacted] ’s home at no charge, to further address any issues she is having with the system.Vivint’s records indicate that on February 17, 2017, Ms [redacted] signed an Agreement with an initial term of forty-two (42) months and a monthly services fee of $49.99, plus any applicable taxes, during that term This Agreement states that Vivint does not warrant that the system will always operate, and that it is the customer’s duty to regularly test the system and report any problems to Vivint Ms [redacted] has notified Vivint of problems with her door sensor and Vivint has sent technicians to Ms [redacted] ’s home five (5) times to address this issue Three of those times, Ms [redacted] has either refused service or was not at the house when the technician arrived Vivint replaced the sensor on March 22, and re-programmed the sensor on May 4, A Vivint representative recently offered to send Ms [redacted] another replacement sensor, but she declined this offer Vivint applied a credit in the amount of $for downtime of the door sensor Vivint has made every effort to resolve Ms [redacted] ’s issue with her door sensor, and cancellation of Ms [redacted] ’s Agreement without penalty is not warranted at this time However, Vivint acknowledges Ms [redacted] ’s frustration and has reduced her monthly services fee to $39.99, plus any applicable taxes Should Ms [redacted] wish to accept Vivint’s offer of a free service visit, she may call Customer Care at 1-800-216-to schedule an 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

February 6, Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, 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] satisfactionMr [redacted] may contact Vivint’s representative if he 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

November 1, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 21, 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] via email, in an effort to resolve his concerns Vivint’s records show that this matter is being resolved to Mr [redacted] ’s satisfaction Pending a service visit which is being scheduled with Mr [redacted] , he will 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

Complaint: [redacted] I am rejecting this response because: Vivint never accomplished their end of the contract How can I be so wrong when there have been complaints to the Revdex.com in the last three years about Vivint.? Problems with products andservices listed as 2225, and banned in several states I was prepared to fight them in court, where I know I would have won Instead they sell my contract So they have their money I truly believe one day they will get their dueI willwork with the collection agency on this matter.I just want to thank Revdex.com for your timely correspondences Sincerely, [redacted]

May 21, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 27, 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 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, [redacted] * [redacted]

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states a sales representative from Vivint are constantly visiting his home attempting to sell him a security system although he has told them to stopMr [redacted] wishes for the sales representatives to cease contacting him The sales representative in question is employed by [redacted] ***(“ [redacted] ***”)Mr [redacted] ’s request to no longer be contacted has been reported to [redacted] regarding the Vivint dealer who knock at his door 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

January 20, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 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 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***