Vivint Smart Home Security

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Travis M [redacted] Vivint Account #: [redacted] Date of Agreement: February 12, To Whom It May Concern:I have reviewed the information provided by MrM [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrM [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in progress and a resolution will be reached to MrM [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 *W***

Complaint: [redacted] I am rejecting this response because: When I was talking to Matt and Chris they did not give me any help or offer anything but for me to go on the Craigslist and find someone to take over the contractWhich is dangerousThen they say if you don't pay then we will but it on your credit and sell it to an collection agencyI asked I didn't give you my social security numberThey say we have it through an address pullSo I say what was to credit forThey say to qualify you for the productsIf I have to quality for the products, then why would you accept a Craigslist person to take it overSo after all of this I Matt set up an appointment for the tech to come out and uninstall everything for TuesdayI called back and talked to a guy name mikeI said I'm moving in December and since I have to pay I'll have your tech to unistall it thenThe rep informed me that I could downgrade my planMatt or Chris never said I couldMatt actually told me that they could not and will not take back the productsSo I told mike I would like to do thatI kept the appointment for that up coming TuesdayThis appointment was for them to take the indoor cameraThat following Monday I got a automatic message saying for me to be home Tuesday for the techTuesday comes and no one shows upI called the company and the rep said its for WednesdayI said Matt and mike said Tuesday and I received a automation to comfirm TuesdayThe rep says I don't know but it's WednesdayI said fineAnd asked the rep for another downgradeHe said Wednesday they will remove the indoor camera and the smart AC control So Wednesday comes and the tech shows up while I'm goneMy mom was thereI get home around and notice the house is hotMy mom is a diabetic and I was like why is it hotShe said the tech said the AC was back onThe tech took their panel and reconnect my old oneWhen I looked at it no temperature would showSo I'm look he didn't but in on correctlyI called the company back and the rep goes on Google to see how I can fix itI was like that is the tech jobHe took it off and put it back on and he should come fix itShe was like I can do a damage reportI was like no please just have him come back to put it on correctlyShe says I can schedule him to come on the 22ndI said that is almost a week from now with no AC and its hot outsideShe said she was making it a priority and that someone will call me back with a sooner appointment date since it was urgentThat was Wednesday and no one called me backSo the next day Thursday I called them first thing in the morningI talked to a repI was on hold for minsI finally get to the rep and he says its in the system and they are going to call you in a few hoursI said okayAfter I went to my intern and got off around still no phone callSo I called backWas on hold for mins and get to a repHe says its in the system and they have until 730pm to call you for a sooner appointmentI express how hot it isI hang up and waitThe house is hot I can't even sleep upstairsAnd I have school and internToday is Friday and it's going to be degrees outside with no ACI called the company and was on hold for 30minsI get to a rep and she says when no one calls you it means they don't have an openingShe offered to but me on hold while she checksBefore she buts me on hold I explain to her what is going onShe apologize and says I'll check to see what we can doShe gets back on the phone and says they will be here tomorrow between and I'm so tired of dealing with the companyThey are quick to install bc of the survey and don't care about anything after thatMy mom is sweating and its taking four days to fix itI'm not even sure if they will show tomorrowThey have not problem lying and taking people's moneyThis is not rightI had to fill a complaint just to be heard and now They offer a waved moving fee and but told me before that I will be charged Sincerely, [redacted]

April 21, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt 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 his complaint, Mr [redacted] alleges that he has been attempting to cancel his Vivint account for over a year, and that he continues to be charged for service Mr [redacted] desires a refund of monies paid to Vivint since his request to cancel his account Vivint’s records indicate that Mr [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to an initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that term Mr [redacted] ’s initial term ended in November 2014, and Mr [redacted] contacted Vivint on December 5, 2014, to request cancellation of his service A written notice of cancellation was provided by Mr [redacted] on April 10, 2015, and his account was cancelled on April 16, 2015.Vivint recognizes Mr [redacted] ’s desire to cancel his service at the end of the initial term, and will not hold him responsible for any monthly monitoring fees after November In an effort to assist Mr [redacted] , a check in the amount of $ [redacted] is being sent to the mailing address on file, to refund the monies paid to Vivint by Mr [redacted] since the end of his initial term Mr [redacted] ’s account is cancelled, and he 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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

Complaint: [redacted] I am rejecting this response because: This response is unacceptableThe Corporate office, Todd P [redacted] , CEO was sent two letters mailed with return receipt and requesting a resolution from the Corporate OfficeWe were not contacted by anyone in the Corporate OfficeThe letters were in fact received and deliveredI have printed out the tracking informationInstead we were sent a revised billing statement on 2/1/referencing the billing period dated the day after our first complaint was made, from 1/25/to 2/24/with an adjustment of $credit to our account including another due date, that does not match the contract, unapproved and not discussed with us for the 19th of FebruaryTo us this signifies an omission of guilt to our complaint that is specific to the lack of customer support which is also referred to as the loyalty departmentThe complaint against the faulty product, which was not addressed, the inconsistent billing department and extremely poor customer supportThe portal to access billing is inaccessibleWhen we tried to access our billing from Vivint’s website, there are errors that indicate the site is insecure and should not be accessedAfter adding an acceptation for the insecurity the site states it cannot be accessedThe response Vivint has given to the Revdex.com did not address or satisfy any of our concernsThe misguided perception to our complaint just strengthens the point of incompetenceWe are still asking for an immediate termination of our contract and no requirement to fulfill the remainder since Vivint has not supported their product, website or been able to bill us in a timely and correct mannerSincerely, [redacted] ***

May 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] 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] satisfactionIf Mr [redacted] has any additional questions, he may contact Vivint’s representative directlyIf 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, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records show that Ms [redacted] stopped making her monthly payments after August As such, the account was cancelled for non-payment on October 30, 2014, and was sold to an outside collections agency Ms [redacted] must settle the balance of her account with this outside collections agency at this time.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 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 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 [redacted] ’s satisfactionVivint recommends that Ms [redacted] contact her homeowner’s insurance provider regarding any costs which may be associated with a breor any such activity at her premises 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 4, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn his complaint, Mr [redacted] alleges that he recently had a Vivint system installed at his home, and that Vivint has not honored his request to cancel within the Right of Rescission period given by his sales representative Mr [redacted] desires cancellation of his agreement without penalty, and a service visit for the removal of Vivint’s equipmentVivint’s records show that Mr [redacted] ’s agreement with Vivint was cancelled on September 3, and he has no further contractual obligation to Vivint An appointment has been scheduled for the removal of Vivint’s equipment on September 21, Vivint is refunding the payment made by Mr [redacted] back to his credit card on file 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***

Complaint: [redacted] I am rejecting this response because: I signed an ipad type computer under the misguidance that there was a day period to end services THREE days was never said or spoken and I did not read anything due to the computer font was really small and again I was misguided to believe that there was a day grace period, we have NEVER heard of nor conducted business with anyone who only offers days to retract a contractWe are very disappointed as we have NOTHING to gain by lying about what we were told from the beginning and your records should indicate that the system has not been used since January due to all the problems we had initially and failure of your company to show grace upon a 100% disabled veteran and his family A month of free service for a system we do not even use is an insult as we only want to terminate a service that was never worth starting If we are ever asked by anyone about our experience with Vivint it will not be positive With disappointment and sorrow, [redacted] (PLEASE note that in our honesty we even updated credit card information so that we can continue to pay out and be billed for YOUR service that we do not use We could only hope that such integrity would be shown by your company for our family too.) Sincerely, [redacted]

May 11, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] explains that he was misled at the time of sale regarding the term length of his System Purchase and Service Agreement (“Agreement”)Mr [redacted] further states that he has had equipment issuesMr [redacted] wishes for Vivint to cancel his Agreement without penaltyIn September 2016, Vivint offered Mr [redacted] a reduced payoff of his Agreement by 60% in an effort to resolve his concerns By paying his monthly service fees since that time, Mr [redacted] has paid the reduced amount agreed upon by Vivint As such, Vivint will cancel Mr [redacted] ’s Agreement, effective immediately.Vivint’s records indicate Mr [redacted] signed his Agreement on April 30, 2014, representing that he understood and agreed to the initial term of forty two (42) months He also represented that he would pay a monthly monitoring fee of $each month during that term Vivint has addressed issues with the system and billing as Mr [redacted] has reported them.Although cancellation without penalty is not warranted at this time, Vivint agrees to the above resolution and has cancelled Mr [redacted] ’s Agreement He 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

August 15, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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] states that she was never informed by her sales representative that her System Purchase and Service Agreement (“Agreement”) was for a sixty (60) month termMs [redacted] further states that she contacted her sales representative the next day to try and cancel the service after finding out she was still under contact with her old provider [redacted] Ms [redacted] says that her Vivint sales representative never called her back and now she is unable to cancelMs [redacted] is requesting cancellation of her Agreement without penaltyVivint’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 1, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring fee of $each month during that termFurther, Ms [redacted] represented that these terms were clearly outlined on her 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 AgreementMs [redacted] was provided a copy of her Pre-Installation Survey phone call on August 9, 2016.A Vivint representative recently contacted Ms [redacted] ’ sales representativeThe sales representative confirmed that Ms [redacted] did not contact him with concern to cancellation until weeks after the installation periodIt should be notated that Vivint does provide a three (3) day Right of Rescission period where a customer may cancel for any reason however; Ms [redacted] did not contact Vivint within that three (3) day periodAt this time, cancellation without penalty is not warranted due to the above informationHowever, in an effort to assist Ms [redacted] Vivint is willing to offer the following resolutions, which she may have her pick of one (1) Vivint is willing to reduce Ms [redacted] Agreement to a forty-two (42) month initial term(2) Vivint will reduce Ms [redacted] ’ payments by $a month for the remainder of her sixty (60) month AgreementIf Ms [redacted] wishes to accept either of these offers, she may contact the legal representative she has been working with 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***Chief Compliance Officer

June 28, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, 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 had equipment complications with his security system Mr [redacted] further states that Vivint is requesting a fee for a Vivint technician to inspect the system Vivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on June 16, with an initial term of sixty (60) months, a monthly services fee of $69.99, plus any applicable taxes, during that termSection of this Agreement states:After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.Vivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on September 7, 2014, and Vivint’s Scheduling department found an appointment for October 7, 2014; however Mr [redacted] informed the Vivint technician that he no longer needed the appointment at that time Mr [redacted] again called Vivint on April 15, 2015, and an appointment was scheduled for April 17, Vivint was not notified of any further equipment issues until recently Despite this information, Vivint agrees to the above resolution Mr*** will not be charged for service until July 2015.Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to her home at no charge.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

Complaint: [redacted] I am rejecting this response because:I maintain the stance that I was still being charged monthly for services not renderedAlso there was never any "offering" of a service technician to come and upgrade my systemFurthermore, I would like see exactly what "terms of service" I signed for as I have never received a copyI am requesting that vivint upload a copy of it with my signature and date Sincerely, [redacted] ***

March 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 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 [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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: To whom it may concern, I have received messages from two people at vinint leaving contact information for me to return their calls and despite my efforts I still have not heard back from either of them.Abbey from the executive resolution team left two messages to return her call atext I have left three messages to call me back at [redacted] and have not got a response yet.And Matt B [redacted] at 801-222-from the legal departmentI have been unsuccessful in leaving MrB [redacted] a voicemail as the number he left me does not have a valid voicemail box set upI tried texting him to have him return my call with no response.The damages to my home have still not been repaired.I am hopeful for a resolution.Respectfully, [redacted] Sincerely, [redacted]

May 22, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 11, Date of Addendum: March 1, 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 Vivint has failed to install her system in her new addressShe claims that three appointments have been missed and that she is currently paying for a service she is not receivingMs [redacted] requests immediately cancellation without penalty.At this time, Vivint is willing to waive the extension of Ms [redacted] ’s Agreement and immediately cancel her account.Vivint apologizes for any inconvenience caused by missed appointmentsVivint’s records show that the first appointment was completed as a ‘Customer No-Show’, the second was rescheduled due to technician licensing issues, and the third was cancelled days prior as ‘Customer Cancel’Re-installation, instead of cancellation, is warranted in this situationDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to Vivint She may contact Vivint’s representative if she 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

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, Jovino G [redacted]

September 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 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 agreed to pay $a month for Vivint’s services but Vivint has been charging him $a monthFurther, Mr [redacted] states that he has experienced equipment issues that caused him to request cancellation but Vivint would not complete his requestVivint agrees to send a technician to Mr [redacted] ’s home free of charge to resolve any equipment issues he may be experiencing and has credited his account for a month of service for any equipment downtimeVivint’s records indicate that Mr [redacted] entered into his System Purchase and Services Agreement (“Agreement”) on May 25, Before any customer enters into an Agreement with Vivint and prior to the installation of any equipment, the customer must complete a telephonic Pre-Installation survey with Vivint’s Account Creation departmentIf a customer does not pass the Pre-Installation survey, Vivint will not enter into an Agreement with the customer and will not install any equipment in the customer’s homeThe 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 AgreementDuring the Pre-Installation survey, Mr [redacted] represented that he understood and agreed that his Agreement has an initial term of forty-two (42) months and that he would pay a monthly service fee of $plus any applicable taxes each month during that termHe further represented that these terms and conditions were clearly provided on the front of the Agreement and that Vivint’s representative did not make any promises or commitments to him that were not provided on the AgreementVivint relied on Mr [redacted] ’s representations during this survey and, based upon his representations, entered into an Agreement with him and installed an alarm system in his homeVivint does not have record of Mr [redacted] calling in during his three day right of rescission period to cancel his AgreementVivint has also not received any communication regarding any equipment issuesVivint must be granted the opportunity to resolve any equipment issues, Vivint has not had the opportunity to do soAs such, cancellation without penalty 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

April 10, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 20, 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 is in the process of being resolved to Mr [redacted] ’s satisfactionIf Mr [redacted] has any additional questions, he may contact Vivint’s representative directlyIf 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 meThis correspondence is the first time Vivint has even remotely been cooperative about cancelling the contract, even the day this was reported to the Revdex.com of Utah they were very defiant towards me on the phone!I am retaining a copy of this letter for future reference and ask that the Revdex.com of Utah leave this case open for at least months in the event they try and send me to collections as they have so many others!As of March 29,after and only after receiving this response on March 28, I contacted my financial institute and cancelled any and all future auto payments with Vivint as the letter stated effective immediately on March 28,Vivint System has been cancelled and as of said date I am no longer financially obligated to Vivint! Sincerely, [redacted]