Vivint Smart Home Security

June 23, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Tony M [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, To Whom It May Concern: I have reviewed the information provided by MrM [redacted] and appreciate the opportunity to respondIn his complaint, MrM [redacted] alleges to having complications with the installation of his security system that have not been resolved MrM [redacted] desires credit for the time he has not had service, repair of all his installed equipment, an additional primary panel for his bedroom, and installation of his outdoor cameraVivint’s records show that a Vivint Field Service Professional was dispatched to MrM***’s home on June 18, 2015, to install the outdoor camera and address any issues with the other installed equipmentAlthough Vivint is not able to install a second primary panel, MrM [redacted] has been offered the secondary panel that is available and compatible with his system Vivint has applied two (2) months credit to MrM***’s billing account, and has agreed to extend his Right of Rescission period to three (3) business days following the complete installation of his system A representative from Vivint has attempted to contact Mror MsM [redacted] to ensure that they are satisfied with their system at this time.In addition, a representative from Vivint’s Home Damage department has recently addressed the landline issue with MsM*** If she has any further concerns or questions regarding this, she may contact the Home Damage department by calling [redacted] , or by emailing [redacted] @vivint.com 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***

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 - Contingent upon the October 'refund promised by Vivint in this latest response, and that the November '& December 'disputes made to my bank regarding Vivint charges, that were only conditionally credited, REMAIN credited with no dispute from Vivint; which I have made clear from the outset of my complaint, that these THREE charges to my account were all in disputeThis resolution is also accepted under the previously replied conditions Vivint personnel agreed to abide by, and close my account with their company, and all further charges to me, from Vivint, will cease immediately Sincerely, [redacted]

Tell us why here...September 26, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] * *** Vivint Account #: [redacted] Date of Agreement: June 21, 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 has experienced difficulty with her system Vivint’s records indicate that an appointment has been scheduled for September 30, A free month of credit has also been applied to her account Vivint advises Ms [redacted] to check her email as a representative from Vivint has sent her important information regarding her 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 – Legal Sincerely, Nathan *W***Chief Compliance Officer

Tell us why here...August 31, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: July 31, 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 has experienced technical issues with the systemMs [redacted] requests that her account be removed from collections In an effort to assist Ms [redacted] , Vivint has agreed to remove her account from collectionsHowever, Vivint’s records indicate that attempts were made by Vivint to assist Ms [redacted] with her technical issuesOn December 8, 2015, Vivint offered to send out a technician to fix the systemHowever, Ms [redacted] wanted to wait until she could afford an outdoor camera for a technician to come out to her residenceOn April 27, 2016, Ms [redacted] contacted Vivint again stating that she was still experiencing issues with the systemVivint offered to have a technician visit her residence again, however, Ms [redacted] declined this offer due to a home issue Despite the information above, 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 – Legal Sincerely, Nathan *W***Chief Compliance Officer

Hello,If nothing is resolved thru Revdex.com then we would like to take our issue furtherBut we are really hoping that Vivint does comply and just cancel our contract and gets resolved though Revdex.comBut we have not filed anything as of yetThank you,Maira

June 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 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 that she did not fully read the contract and would not have agreed to the terms of the Agreement’s continuation and cancellation policy if she’d known they were thereShe is requesting a refund of all monies taken after the end of the initial term.Vivint maintains its stance that a refund is not warranted at this timeMs***’ account has been cancelled and no further payments will be takenIn the contract that Ms [redacted] signed on July 28, 2012, the section that outlines the Agreement’s continuation and written cancellation policy is located on the front page in bold, capitalized writingIt then notifies the consumer to not sign the agreement before it has been read in fullBy signing the contract, Ms [redacted] represented that she had read and understood the entire Agreement In addition to signing the contract, Ms [redacted] completed the pre-install survey that Vivint requires of all its customers prior to entering into an agreement with them, which outlines the contract terms againVivint apologizes for any inconveniences this matter has caused Ms***, but maintains its initial stanceA refund is not necessitated 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

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 However I am not satisfied with the fact that the business continues to insist they have my voice recorded but will not let me hear the recordingWhile they close my account they stated that the representative that called me could not be understood so therefore I didn't understand what I was agreeing toAgain, for the third time and three different stories as to how and for how long, I agreed to a contract extensionAs far as I am concerned this company continues to commit fraud with its clients and contract extensionsI am glad they agreed to close my account but they are not compelled to change their business practices Sincerely, [redacted] ***

October 5, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that Ms [redacted] has been refunded, her system has been removed and her account has been cancelledMs [redacted] has no further obligation to VivintVivint believes this matter to be resolvedIf Ms [redacted] has not received her refund I would advise her to call into Vivint so we may assist her in locating the refundIf 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***

Complaint: [redacted] I am rejecting this response because: Vivint failed to notify me that was loosing service when they told me they had a record of the fact Even if I had checked the alarm it would have had no reassuring effect since the service seemed to come and go at any time The tech that fixed the panel found the cell and antenna were miscommunication...The alarm would go off and arm giving me a sense of security The panel indicated that miscommunication had been occurring for AT LEAST months off and on Therefore, If cancellation my contract is not possible then releasing me from my contract months early would be acceptable compromise Thankfully nothing untoward occurred even though Vivint never asked me Had an injury or robbery occurred I think Vivint would be compelled to be more understanding[redacted] Sincerely, [redacted]

December 18, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she had a breand that Vivint has not resolved her concerns Ms [redacted] desires cancellation of her agreement without penalty Vivint’s records indicate that Ms [redacted] has not notified Vivint of her break-inA representative from Vivint has recently attempted to contact Ms [redacted] , in an effort to resolve these concerns At this time, Vivint is awaiting documentation from Ms [redacted] , to proceed in reviewing the incidentIf Ms [redacted] will provide Vivint with a sheriff’s report from this incident, her request for compensation will be further reviewed Ms [redacted] may email this documentation to: samantha.l***@vivint.com, or fax it to: (801) 765-5759, for faster processing.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-attention Department - Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 2, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 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 moved and transferred her service to the new owners of her home, but that Vivint has continued to bill her for service for the past three (3) months Ms [redacted] desires a refund for the service she has not received, and additional compensation for her time Vivint’s records indicate that a refund in the amount of $ [redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms [redacted] in July, August, and September Ms***’s account is cancelled, and she has no further obligation to Vivint I apologize for any undue delay in this process No further compensation is warranted.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 1, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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] alleges that he moved, and that Vivint has not been able to successfully schedule an appointment to install equipment in his new home, and has not refunded payments made while awaiting service Mr [redacted] desires cancellation of his agreement without penaltyA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve this matter Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint Vivint has sent $ [redacted] back to the bank account on file, to refund Mr [redacted] the payments made in March and April If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

October 6, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 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 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

July 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Robert M*** Vivint Account #: [redacted] Date of Agreement: May 7, To Whom It May Concern:I have reviewed the information provided by MrM [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrM [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrM***’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: [redacted] , attention Department – LegalSincerely, Nathan *W***

June 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 9, Date of Addendum: January 16, 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 recently had a fall and could not get the medical pendant or the emergency button on the panel to workMr [redacted] believes that his medical pendant and emergency button were never programmed, and he desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty.At this time, Vivint has cancelled Mr [redacted] ’s Agreement at his request A representative from Vivint has attempted to contact him and has sent him an email with contact information.Vivint’s records show that on May 9, 2012, Mr [redacted] signed his Agreement with Vivint, with an initial term of forty-two (42) months Vivint spoke with Mr [redacted] regarding his alarm service on January 16, Mr [redacted] represented that he was interested in extending the term of his Agreement in exchange for a reduced monthly rate Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr [redacted] agreed Indeed, 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 thirty-six months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintVivint’s records show that Mr [redacted] ’s medical pendant and emergency feature on his alarm panel were programmed and monitored correctly, and Mr [redacted] did not notify Vivint of his concerns with the emergency equipment prior to this complaint However, Vivint 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: ###-###-####, 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 meI will contact vivint at the number provided today to arrange for return of all equipment 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 I appreciate your help in this matter They are still no telling the full story, but I am happy that this is finally resolved Sincerely, [redacted]

October 17, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal Mr [redacted] states that he was unable to complete his system tests and should not be required to do soMr [redacted] desires to be reimbursed $for a stolen item and $for lost timeVivint maintains its position in that Mr [redacted] agreed to the terms and provisions listed in his System Purchase and Services Agreement (“Agreement”)Vivint is not an insurer, any missing items from a burglary event must be settled with a homeowners insurance claimReimbursement for $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

May 4, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, 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 Vivint discouraged a person from taking over Mr [redacted] ’s accountLeaving Mr [redacted] in contract with VivintMr [redacted] desires cancellation of the Agreement without penalty Vivint’s records indicate that the person scheduled to take over Mr [redacted] ’s account canceled the takeover to go with another company with a lower monthly service fee.A representative from Vivint has recently contacted Mr [redacted] , in an effort to resolve these concerns Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 55%, bringing the total payoff amount to $ [redacted] Mr [redacted] accepted the discounted buyout amountIf Mr [redacted] has any questions regarding this he can follow up with the representative he has been working with directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 2, 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 has made multiple attempts to cancel his Agreement and that Vivint has breached the contractMr [redacted] desires cancellation without penaltyVivint’s records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on November 2, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (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 AgreementVivint relied on Mr***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that Mr [redacted] has sent in his Notice of Cancellation stating that since he is not able to upgrade to the most current alarm system panel provided by Vivint he wishes to cancelMr [redacted] is under contract until May 2, If Mr [redacted] desires the new upgraded panel Vivint will agree to waive the equipment charge of $350, the upgrade fee of $and the service visit fee of $if Mr [redacted] will agree to pay off his past due balance and extend his contract for another monthsVivint has not breached contract and cancellation without penalty is not warranted at this timeIn an effort to resolve this matter Vivint will agree to cancel Mr***’s Agreement for a 50% discounted purchase amountThe total amount to pay off the contract is $ [redacted] Vivint will agree to cancel the Agreement for $ [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***