Vivint Smart Home Security

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

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

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

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***

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]

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

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***

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

June 12, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 24, 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 does not agree with Vivint’s Limitation of Liability which limits Vivint’s coverage of his home damage incident at $2,000.Vivint’s Limitation of Liability is contained in Section of the Agreement which Mr [redacted] signedThe Agreement reads, “ you agree that our liability shall be limited to two thousand dollars ($2,000.00), and this shall be your sole and exclusive remedy ” Vivint’s Home Damage department has found a third party contractor who is able to repair and replace Mr [redacted] ’s damaged doors within the Limitation of LiabilityAt this time Vivint is awaiting the shipment of a part to the third party contractor to finish the repairs to Mr [redacted] ’s home.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***

September 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 9, Date of Addendum: March 17, 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 mailed Vivint a letter of cancellation in August of He then claims that Vivint informed him he’d have to pay $in order to cancel the accountMr [redacted] is requesting immediate cancellation with no penalty.At this time, Vivint is willing to waive the extension of Mr [redacted] ’s Agreement and cancel his account All future charges have been waived and Mr [redacted] is under no obligation to VivintVivint’s records show that on April 9, 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 17, During this call, Mr [redacted] was offered a month contract renewal in order to secure his monthly rateMr [redacted] accepted this offer and was 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 forty-two 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, MrMr [redacted] has no further obligation to Vivint He may contact Vivint’s representatives 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

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

May 1, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 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 experienced issues with Vivint field service technician’s service at his houseAs such, Mr [redacted] requests six (6) months of credit on his account.A representative from Vivint has recently attempted to contact Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionVivint has given Mr [redacted] six (6) months of credit on his accountMr [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

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

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

March 7, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: March 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 there was a misunderstanding with her bill in and that Vivint lost a bank statement she sent to show that a payment had been deducted Ms [redacted] explains that she finally requested cancellation but that she thinks her account was broken into and she filed a Revdex.com complaint before but did not receive a response She desires cancellation of her Agreement and repair of her credit report Vivint’s records indicate that Ms [redacted] filed similar Revdex.com complaints in April and September 2016, and Vivint responded to the Revdex.com each time After the first complaint, a representative from Vivint contacted Ms***, removed her account from automatic payments and applied a two (2) month credit to her billing account After the second complaint (regarding the fax), Vivint explained that no payment had been processed in January and that resulted in a past due balance Ms [redacted] sent through the Revdex.com a copy of the bank statement she had faxed, but the transaction information had been blacked out and the statement did not show that a payment had been processed in January Despite this, Vivint applied another month of credit to Ms***’s account to assist her.Ms [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $each month, plus applicable taxes, during that term Cancellation of the Agreement without penalty was not warranted when Ms [redacted] requested it because she was within the initial term of the Agreement.Ms***’s account was transferred to a third party collections agency after days of non-payment Even with the free months she was given to resolve the confusion about the January payment, Ms [redacted] stopped paying her service fees and this caused the account to be past due Vivint has no further resolution for 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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

July 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 13, Date of Addendum: December 9, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] ’s daughter and appreciate the opportunity to respondIn her complaint, Ms [redacted] ’s daughter states that her mother signed an Agreement years ago and that they have recently requested cancellation of that Agreement She states that Vivint called her mother to extend the Agreement and took advantage of her because she is not in the right state of mind to make a decision like this, and that due to the extended term Vivint will not cancel the Agreement at this timeMs [redacted] ’s daughter desires cancellation of the Agreement without penalty.At this time, Vivint agrees to cancel the Agreement of Ms [redacted] and Ms [redacted] without penalty, effective immediately.Vivint’s records show that on August 13, 2011, Ms [redacted] and Ms [redacted] signed a System 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 on February 13, However, Vivint spoke with Ms [redacted] (not Ms [redacted] ) regarding the alarm service on December 9, Ms [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly services fee 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 VivintDespite the validity of this extension, Vivint agrees to the above resolution Ms [redacted] and Ms [redacted] have 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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

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

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 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***