Vivint Smart Home Security

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

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

November 11, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, 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 was told that he would receive outdoor cameras free of charge but Vivint has not installed themMr [redacted] desires his outdoor cameras to be installedVivint’s records indicate that Mr [redacted] entered into his System Purchase and Services Agreement (“Agreement”) on June 9, During the initial conversation to obtain a Vivint alarm system Ms [redacted] was informed that Vivint would provide either a doorbell camera and an indoor camera or two indoor camerasSince Ms [redacted] had already purchased a doorbell camera for her home she decided to obtain two indoor camerasOutdoor cameras were not discussed during the sales processVivint is willing to install two pieces of home automation equipment which include indoor cameras, garage door opener, door lock, or a doorbell cameraOr Vivint will agree to install one outdoor camera for a nominal installation fee of $Should Mr [redacted] desire to take advantage of this offer he may contact Vivint’s Customer Care department 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 – Legal.Sincerely, Nathan *W***Chief Compliance Officer

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***

December 15, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explained that he was pressed by the sales representative to sign up for the system and that he has had some issues with the serviceAs such, Mr [redacted] requests cancelation of his account and a refund of all monies paid to Vivint.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint is willing to cancel Mr [redacted] ’s account and refund the activation and install fees if Mr [redacted] is willing to have a Vivint technician come to his home to remove the equipmentUpon the removal of the equipment Mr [redacted] ’s account will be canceled and a refund issuedIf Mr [redacted] would like to move forward with this resolution or if he has any questions or concerns he may contact the representative who reached out to him.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

May 25, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 25, 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 attempted to contact Mr [redacted] via email and phone in an effort to resolve his concernsAt this time, Vivint is willing to immediately cancel Mr***’s accountVivint has also submitted a refund that should be expected to appear back in his account within 7-business daysIf Mr [redacted] has any questions or concerns, he may contact the representative that has reached out to him 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***

December 21, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, 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 has moved from the residence at which the system is installed and he can no longer utilize the serviceMr [redacted] requests cancellation of his account without penalty At this time and out of goodwill, Vivint will cancel Mr [redacted] ’s account at no charge 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 May 21, 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 Despite the information mentioned, Mr [redacted] 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

August 2, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Mrand Ms [redacted] and appreciate the opportunity to respond In their complaint, they explain that they did not agree to their account being charged upon install; however, a payment was taken from the ***’s account upon installThe ***s request that their equipment be reinstalled, cancellation of their service and a full refund Vivint’s records indicate that as of July 25, 2017, Ms [redacted] has decided to keep her service with VivintAdditionally, Vivint has applied a credit of $to their 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

October 14, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 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] alleges that his doorbell camera has not worked properlyMr [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 August 15, 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 $ [redacted] plus any applicable taxes 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 Mr [redacted] has an appointment scheduled for October 17, Vivint believes the issues with his system will be resolved following this appointmentIf Mr [redacted] experiences further issues with the same equipment within thirty (30) days of this appointment Vivint will review his account for a no penalty cancellationIf 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, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, To Whom It May Concern:I have reviewed the information provided by [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 satisfactionHer Vivint system has been cancelled and her billing account has been pulled out of collectionMs [redacted] has no further financial obligation with 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

RESPONSE to Revdex.com:August 11, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Pamela W [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, 2014To Whom It May Concern:I have reviewed the information provided by Ms W [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsW [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to MsW***’s satisfactionIf MsW [redacted] has any further questions or concerns regarding this matter, she may contact this representative 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: [redacted] , attention Department – LegalSincerely, Nathan *W***

September 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 17, 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 unaware of any contract term length regarding his account with VivintMr [redacted] requests that Vivint refund him all monies paid Mr***’s account has been cancelled out of goodwill; however, a refund is not warrantedMr***, as he mentioned, received the benefit of the service while knowingly paying for the 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

December 28, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he had issues with the service from Vivint and that he the equipment has been removed from his home and he is back with his old security providerAs such, he wants the collection letters to stop.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’s satisfactionMr [redacted] ’s account has been removed from collections, it is remaining canceled and the balance on his account has been cleared 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

September 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, 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 had equipment complications, and requested cancellation of his Vivint accountMr [redacted] desires a refund of all monies paid to Vivint for the past two months, and cancellation of his agreement without penaltyVivint’s records indicate Mr [redacted] contacted Vivint on August 18, and reported a battery concern for his glass break sensorVivint shipped Mr [redacted] batteries on August 19, On August 29, 2015, Vivint received a written Notice of Cancel from Mr [redacted] ; Vivint considered this request as Mr [redacted] ’s thirty (30) day notice as specified in the Purchase and Services Agreement (Section 2.4)Vivint proceeded to make arrangements to cancel Mr [redacted] ’s account on September 29, As such a refund is not warranted at this time; however, Vivint has agreed to cancel Mr [redacted] as of September 22, and refund Mr [redacted] one month of serviceA total of $ [redacted] has been refunded back to the checking account Vivint has on file for Mr [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***

July 29, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 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 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

February 12, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern: I have reviewed the information provided by [redacted] and appreciate the opportunity to respondMr [redacted] alleges that his dad, [redacted] , has moved into a retirement homeHe further alleges that his father is receiving calls from Vivint because he owes moneyVivint received a call on February 9, from [redacted] asking why his father’s account had not been cancelledVivint informed [redacted] that his father’s account was denied special cancellation because he was not living in an assisted living home [redacted] ’ father is living in a retirement homeCancellation without penalty is not warrantedHowever, in an effort to assist Mr [redacted] , Vivint has agreed to cancel his account and waive the past due balanceMr [redacted] no longer has any 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***

December 20, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern: In his rebuttal, Mr [redacted] states that he does not have confidence that his system is repaired, or that any representative from Vivint will be able to resolve this matter with him As previously stated, a representative from Vivint has contacted Mr [redacted] via email, in an effort to resolve this matter This representative is from Vivint’s Legal department and is able to offer different solutions than the representatives Mr [redacted] has previously spoken with Vivint has applied a total of $credit to Mr***’s account over the past months to compensate for downtime and scheduling frustration, and a technician was dispatched to Mr***’s home on December 14, If the equipment problems return, Vivint’s Legal department will discuss cancellation of the Agreement.Mr [redacted] may contact Vivint’s representative directly with any questions or concerns in this matter.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 21, 2016Revdex.com of Central and Northern AlbertaAve Edmonton, AB T5P 0LRE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 25, 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 requested cancellation and transfer of her account at the end of her initial term, but that Vivint continued to bill her and the new account holder for service in July, August, and September Ms [redacted] explains that she asked for a refund of these payments but was advised that Vivint would not refund since a notice of cancellation was not received until September She desires a refund of the monies she paid to Vivint in July, August, and SeptemberAt this time, Vivint agrees to send Ms [redacted] a check in the amount of $192.12, to refund payments made for service in July, August, and September 2016.Vivint’s records show that Ms [redacted] signed an Agreement with Vivint on July 25, 2012, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing at least days prior to the next renewal term (System Monitoring and Services Agreement, Section 2.4) A written notice of cancellation was not provided by Ms [redacted] until September 21, 2016, and her account was automatically invoiced for service, pursuant to the Agreement, until thirty days following the notice Despite this information, Vivint agrees to the above resolutionMs***’s account has been cancelled, and she has no further obligation to Vivint She may expect her refund check in the mail in 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

February 18, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 22, 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 Mrs [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to 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***

Thank YouI accept the offer and I am waiting to receive the checkThat is all I wanted 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]