Vivint Smart Home Security

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

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 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

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***

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***

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***

October 7, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 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***

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

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***

April 23, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 1, 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 was misled by a Vivint representative regarding the term of his agreement, and that he recently had to pay for service he did not use for three (3) months Mr [redacted] further alleges that he moved in December and experienced a delay in scheduling his appointment, and was charged a move fee of $that he thought would be waived Mr [redacted] desires to be refunded for the extra monies he has paid Vivint, for his agreement term to be three (3) years, and an apology from Vivint 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 January 1, 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] 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 Mr [redacted] notified Vivint of his move and initially scheduled an appointment for December 31, Vivint completed the move on February 2, 2015, and applied a two (2) month credit for system downtime This credit covered monthly service fees for January and February Upon completion of Mr [redacted] ’s move, Vivint agreed to waive the $move fee if Mr [redacted] extended his agreement for another sixty (60) months Mr [redacted] declined to extend his agreement, and the move fee was charged In an effort to assist Mr [redacted] , Vivint has applied a credit of $ [redacted] to his billing account, to reimburse this move fee This credit will cover monthly service fees for April and May Vivint apologizes for any undue delay or inconvenience experienced during this process 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 *Wilcox

September 1, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 26, 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 experienced multiple difficulties regarding moving her system to her new homeAs such, Ms [redacted] requests that her account be canceled and a refund of all monthly payments after August 25, 2017.Vivint agrees to cancel Ms [redacted] ’s account without penalty.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that Ms [redacted] entered into an agreement with Vivint on February 26, Ms [redacted] agreed to an original agreement term of forty-eight (48) months and to pay Vivint a monthly fee of $plus any taxes each month of that termBecause the monthly payment on August 25, 2017, was to uphold the contract no refund is warranted.Despite this information, Vivint agrees to the above resolutionMs [redacted] ’s account has been canceled as of September 1, 2017, without any further chargesMs [redacted] no longer has any obligation to VivintIf Ms [redacted] has any questions or concerns she may contact the Vivint representative who reached out to her 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

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

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

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

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

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 am truly saddened that Vivint a company I did business with for so many years wasn't able to confirm or deny that I was never told on multiple occasions that I wasn't in a contract by their representatives and that they are willing to result in such forceful response I think you had no choice once you reviewed all the information and realized how many mistakes your organization madeI appreciate you taking responsibility and doing the right thing Sincerely, [redacted]

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

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

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Sean G [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, To Whom It May Concern:I have reviewed the information provided by MrG [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrG [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been attended to and resolved.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***

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***