Vivint Smart Home Security

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***

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]

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

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

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]

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

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]

August 26, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Lois S [redacted] Vivint Account #: [redacted] Date of Agreement: February 16, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS [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 – Legal Sincerely, Nathan *W***

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***

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]

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***

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

February 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 4, 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 he was incorrectly charged $installation feeMr [redacted] requests that Vivint refund this amount Vivint has issued Mr [redacted] a refund of $and he will receive this 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

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

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]

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***

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]

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

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***

January 6, 2017Revdex.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 [redacted] ’s complaint she explains that she has had issues with the systemAs such, Ms [redacted] requests cancelation of her account.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s account has been canceled as of January 6, Ms [redacted] no longer has any obligation to VivintMs [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