Vivint Smart Home Security

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]

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***

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

October 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 15, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has been experiencing various issues with her equipment and that Vivint’s technicians have failed to provide a lasting solutionAs such, she is requesting immediate cancellation without penalty.At this time, Vivint is willing to offer a month of free service and a free appointment to address any remaining equipment concernsVivint’s records show that on April 15, 2017, Ms [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint, with an initial term of sixty (60) months By signing this Agreement, Ms [redacted] represented that she understood and accepted all terms contained within the contractAs stated in the contract, Vivint does not warrant that the system cannot be compromised or that it will always functionHowever, Vivint does guarantee troubleshooting assistance over the phone or a technician appointment as soon as possibleVivint’s records show that an appointment to address Ms [redacted] ’s equipment concerns was completed on October 18, 2017, free of chargeIn resolution to this matter, Vivint agrees to the above offerCancellation without penalty is not warranted 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

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

October 12, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 24, 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 with Ms***, and she may contact Vivint’s representative directly with any further questions or concernsIf 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 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***

October 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 21, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he has had issues canceling the accountMr [redacted] requests that the account be canceled and $refunded.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 has been resolved to Mr***’s satisfactionThe account was canceled on October 7, and the refund of $was issued on October 13, 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

March 14, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he has been unable to have a technician come to property to install his systemMr [redacted] desires that a tech is scheduled as soon as possible to have his system installedA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsCurrently, Vivint’s records show that the last appointment for March 10, 2016, was cancelled and no appointment was rescheduledShould Mr [redacted] still wish to have these services installed, I would recommend that he reach out to the representative in order to have this appointment scheduledIf 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, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 26, 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 her account is in collections because Vivint never received her notice of cancellation letterMs [redacted] requests that her account be removed from collections In an effort to resolve Ms***’s concerns, Vivint has agreed to remove her account from collections On July 26, 2010, Ms [redacted] signed the Alarm System Purchase and Services AgreementUpon signing this agreement, Ms [redacted] agreed to section 2.4: The original term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from from month to month thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term Vivint’s records indicate that Ms [redacted] has not submitted the required written notice of cancellationDespite this, Vivint has agreed to remove her account from collectionsMs [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, ***, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 20, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: April C [redacted] Vivint Account #: [redacted] Date of Agreement: January 31, To Whom It May Concern:I have reviewed the information provided by MsC [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsC [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsC [redacted] ’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***

March 31, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement Ms [redacted] desires cancellation of the Agreement without penalty, and for her Vivint system to be removed from her home.A representative from Vivint has recently contacted Ms [redacted] , in an effort to resolve these concerns Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2249.50; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a credit to her Vivint billing account in the amount of $(four months of monitoring fee) Vivint’s records indicate that prior to the installation of any equipment; Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 30, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $each month during that term Further, Ms [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Cancellation of Ms [redacted] ’s agreement without penalty is not warranted at this time; however, if Ms [redacted] wishes to take advantage of either of the offers explained above, she may contact the representative she 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 23, Date of Addendum: November 8, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] alleges that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty At this time, Vivint has agreed to immediately remove Ms***’s account from collections Vivint’s records show that on June 23, 2010, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement would have lapsed in December of However, Vivint spoke with Ms [redacted] regarding her alarm service on November 8, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information above, Ms***’s account has been removed from collections and cancelledIf 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***

November 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 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 satisfactionMr [redacted] may contact Vivint’s representative if he has any additional questions or requestsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 19, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond Vivint spoke with Mrand Mrs [redacted] regarding their alarm service on May 22, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement 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 Vivint Despite the information above, Vivint has agreed to refund half of the amount that the [redacted] agreed to pay in order to buyout the rest of their agreementThe [redacted] will receive a refund of $which will go back into their visa account 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

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 Still not happy with the system and would rather have it removed with no termination fees Sincerely, [redacted]

January 20, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] alleges that he not received documentation that his account has been closedMr [redacted] further alleges that Vivint Inc(“Vivint”) had the wrong phone numbers on his file and that his cameras have not been functioningMr [redacted] desires a refund of all monies paid to Vivint for the last six months of serviceAfter further review, a representative from Vivint has sent Mr [redacted] documentation stating this his account has been closedRecords show that under Section 12, Customer Duties, of Mr [redacted] ’s System Purchase and Services Agreement (“Agreement”), Mr [redacted] is required to notify Vivint of any changes in phone numbers or contact information for his Emergency ContactsHis equipment has been correctly monitored the last six monthsFurther, he is also required to notify Vivint if he experiences any malfunctions of his systemRecords show that Vivint was last notified in April of and a technician was sent to Mr [redacted] ’s homeThe camera(s) were fixed at that timeIn order to assist Mr [redacted] , Vivint will submit a refund of $ [redacted] for any equipment failures that Mr [redacted] has experiencedIf 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***

December 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that his home was damaged while a Vivint contracted electrician was working in his homeAs such, Mr [redacted] requests that all repairs be covered by Vivint.Vivint’s records indicate that this matter is being resolved to Mr***’s satisfaction A home damage claim has been submitted on behalf of Mr [redacted] to Vivint’s Claim Resolutions DepartmentA Claim Resolution Specialist will contact Mr [redacted] to investigate the option of Vivint covering the cost of the repairsMr [redacted] may contact the Vivint Claim Resolutions 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

January 27, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 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] states that his system has caused electrical issues in his kitchenHe requested assistance from Vivint, but states Vivint did not show to scheduled appointmentsMr [redacted] desires the removal of the system and the cancellation of his Vivint agreement without penalty Vivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on December 4, Vivint attempted to schedule an appointment, but the phone call dropped prior to setting an appointmentMr [redacted] again called Vivint on January 3, 2018, and a request for an appointment was sent to Vivint’s Scheduling departmentAccording to Vivint’s records, Vivint was unable to confirm the appointment so the appointment was cancelledA Vivint Field Service Professional was dispatched to Mr [redacted] ’s home on January 19, The Field Service Professional noted he was able to resolve the equipment concernsA representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve his concernsTo assist Mr [redacted] , Vivint has agreed to apply a credit to his billing account in the amount of $161.98, which will cover three (2) months of monitoring feesIf 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 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 7, Date of Addendum: March 18, 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 his contract was renewed without his knowledgeHe is requesting immediate cancellation without penaltyAt this time, Vivint is willing to waive the extension of Mr [redacted] ’s Agreement and cancel his account immediately Vivint’s records show that on November 7, 2012, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months Vivint spoke with Mr [redacted] regarding his alarm service on March 18, During this call, Vivint offered Mr [redacted] $off his monthly rate in exchange for a thirty-six (36) month renewal Indeed, Vivint read the following statement, after which Ms [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 VivintDespite the above information, in resolution to this matter, Mr [redacted] has no further obligation to Vivint He may contact Vivint’s representative if he has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer