Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: This response represents 25% of the over charges, which is not acceptableThere is a difference between allegations and factsThe facts are #1, They were aware I moved and obviously would not need to renew their services after the month contract expired#2, They arrived on my property before they had permission to do so which created a loss of confidence to provide service#3, Of the many attempts I made to resolve this not once would anyone answer my question " If I cancel in writing, do I forfeit the possibility of recovering these charges? " Only that someone would call me back which never happened#Their sales tactics are to show up at your house and tell you that you can get a special price and extra equipment, but only today, not tomorrowThe contract was not signed nor offered to me until after the installation and the instillation had to happen immediately or no dealNot much time to read through the sneaky fine printIf this company feels that this is good business then I have no choice but to leave my complaint right where it is with the Revdex.comAll I want is what I should not have been charged for which is stated in my complaint Regards, [redacted]

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

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 did respond This matter has been closed to my satisfaction Thank you for helping me [redacted]

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

December 6, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: February 10, To Whom It May Concern:In his rebuttal, Mr [redacted] states that when he spoke with Vivint’s sales representative, the existing door sensors specifically were not discussed Mr [redacted] further states that he does not believe he would have been charged more at installation had he requested all new sensors for his doors He explains that everything has stopped working and his home is not secure at this time Vivint maintains its position that Mr [redacted] was provided with an appropriate amount of new equipment at the time of installation, and that repair of his system is the proper course of action at this time Vivint remains willing to send a technician to Mr***’s home, at no cost to him, to provide new lamp modules, and to provide any new sensors to Mr [redacted] at half price, should he decide to replace existing sensors with new ones during this service visit Vivint has also applied a credit to Mr***’s account for one month of service, to assist with these costs The telephonic Pre-Installation Survey mentioned in Vivint’s previous response took place after the sales callsThe purpose of this survey is to verify certain information, ensure that each customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementDuring this conversation with Vivint’s Account Creation department, Mr [redacted] represented that he moved into a home with alarm equipment already installed, and that he would like to keep it and also add some new equipment Mr***’s signed Schedule of Equipment and Services (attached to this response) shows how the points of new equipment offered by Vivint’s sales representative were used during the installation Vivint offers a certain amount of free equipment, and after using that allotment, a customer is required to purchase any additional new equipment if desired Due to the existing equipment in Mr***’s home that Vivint was able to activate, he was able to use his allotment of points on sensors beyond window and door sensorsMr***’s Schedule of Equipment and Services shows that he was able to have a new CO detector, smoke/heat detector, and motion detector installed at no cost because his windows and doors were already covered by his existing sensorsThis is why Vivint has explained to Mr [redacted] that his costs at the time of installation would have been more for the equipment he has if he did not have existing sensors already installedAlthough Vivint does not warrant existing equipment and therefore cannot replace all existing equipment for free, Vivint agrees to the above resolution to assist Mr [redacted] in making any needed repairs or replacements of his equipment Mr [redacted] will not be charged for service in December, and he may schedule his service appointment by calling Vivint’s Customer Care department at 1-800-216-5232.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

April 17, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges to having equipment complications with his security system that have not been resolved, due to scheduling delays Mr [redacted] desires a refund of the installation fees and the monthly service fees he has paid to VivintVivint’s records show that Mr [redacted] notified Vivint of his equipment concerns on January 26, 2015, and again on February 12, A representative from Vivint recently contacted Mr***, in an effort to resolve these concerns A Field Service Professional was dispatched to Mr***’s home on April 16, 2015, and all equipment issues appear to have been resolved on site during this visit Vivint has applied a three (3) month credit to Mr***’s billing account for system downtime In an effort to further assist Mr [redacted] Vivint will apply a one month goodwill credit.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

June 28, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Mr***’s phone number has been placed on the do not call listHe will receive no further contact from VivintVivint apologizes for any inconvenience that this may have caused Mr*** 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 29, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that she did not know about the month obligation of the AgreementShe further alleges that she does not use her appliance adapter, but does not want to spend time and money having Vivint remove it from her homeMs [redacted] alleges that the reduction of her monthly fee by $is not acceptable to her Vivint maintains its position that cancellation of the Agreement is not warranted as Ms [redacted] represented to Vivint prior to installation that she understood and agreed to the initial term of forty-eight (48) months Vivint acknowledges that Ms [redacted] has not been utilizing her appliance adapter As such, Vivint will no longer charge Ms [redacted] the $that she pays monthly for the use of her thermostat and appliance adapter Ms [redacted] stated in her rebuttal that she would like Vivint to remove the fee from her account without retrieving the equipment, and as stated in Vivint’s previous response, Vivint has done just that Ms [redacted] may continue to utilize the thermostat remotely at no additional cost each month, as she will only be charged for basic securityIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Still not happy with the system and would rather have it removed with no termination fees Sincerely, [redacted]

July 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 11, 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 at the time of sale regarding the term length of her System Purchase and Services Agreement (“Agreement”), and that her sales representative was not wearing a Vivint name badge Ms [redacted] desires cancellation of her Agreement without penalty.In an effort to resolve this matter, Vivint has waived the past due balance of $on Ms [redacted] ’s account, and will reduce her monthly service rate by 25% for the remainder of the Agreement term This will also reduce Ms [redacted] ’s payoff amount by 25%, if she desires to cancel her service prematurely Rather than the $monthly service fee pursuant to the signed Agreement, Ms [redacted] will now be charged $44.99, plus any applicable taxes, monthly.Vivint’s records indicate that following the installation of the equipment at Ms [redacted] ’s home, she completed a telephonic Post-Installation Survey with Vivint’s Account Creation department Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and important details of the AgreementOur records show that Ms [redacted] completed the required Post-Installation Survey on November 11, During the recorded Post-Installation Survey, Ms [redacted] represented that she was satisfied with the installation of her Vivint system She further represented that a copy of her signed Agreement and the Notice of Cancellation had been provided and explained to her, and that her Agreement had Vivint’s logo and contact information on the top The signed Agreement shows that the initial term of the contract is forty-two (42) months (marked down from the month term) Vivint relied on these representations to ensure that Ms [redacted] was aware of the terms of her Agreement and the company she signed the Agreement with Cancellation of Ms [redacted] ’s Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution.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 13, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, Date of Addendum: August 7, 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] explains that she has relocated due to medical reasonsMs [redacted] desires cancellation of her agreement without penalty At this time, Vivint is willing to cancel Ms [redacted] ’s account without penalty Vivint spoke with Ms [redacted] regarding her alarm service on August 7, 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 mentioned, Ms [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] 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***

June 8, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jeffrey [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, 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: [redacted] , attention Department – LegalSincerely, Nathan * [redacted]

June 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 3, Date of Addendum: November 2, 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 does not recall renewing the term of his agreementMr [redacted] further explains that he no longer wants the system and requests cancellation of his account At this time, Vivint is willing to cancel Mr***’s account without penalty Vivint spoke with Mr [redacted] regarding his alarm service on November 2, 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 validity of this extension, Mr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

June 19, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] explains that her account was supposed to have been previously cancelledMs [redacted] requests that Vivint refund her this month’s payment and cancel her account At this time, Vivint is willing to refund Ms [redacted] this month’s payment and immediately cancel her account However, it should be noted that Vivint advised Ms [redacted] to send in her required notice of cancellation in order for her account to be cancelledVivint has yet to receive this document from Ms*** Despite this information, Ms [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (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 Sincerely, Regina M***

November 12, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 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 did not authorize a charge that was made in October Ms [redacted] desires the cancellation of her account without penalty 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 departmentEvery 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 5, During the recorded Pre-Installation Survey, Ms [redacted] 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 $ [redacted] 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 In Section of Ms [redacted] ’s Agreement, it states, “I authorize Vivint or its assignee(s) to make electronic fund transfers from my bank account or charges to my credit card account in the amount identified above as my total monthly payment and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears, according to the terms above and the conditions of this agreement.” Vivint’s records indicate Ms [redacted] requested her billing date be changed on September 29, As such, Ms [redacted] was charged a prorated amount of the time between her original billing cycle date and her new billing cycle dateAll charges invoiced are validHowever Vivint would like to assist Ms [redacted] Vivint has agreed to credit Ms [redacted] ’s account the prorated amount of $***Should Ms [redacted] still wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 55% off the payoff amount, bringing it to $ [redacted] If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####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***

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***

This complaint is for Vivint Smart Home This customer does not appear to have a Vivint Solar account at the residence listed in the complaint

October 23, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: 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] alleges that he cancelled the installation of a Vivint system, and that he has not received a refund of the monies he paid to Vivint Mr [redacted] desires a refund of $ Vivint’s records indicate that a refund in the amount of $is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr [redacted] Mr [redacted] ’s account is cancelled, and he has no further obligation to Vivint I apologize for any undue delay in 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 *W***