Vivint Smart Home Security

January 5, Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 18, 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 satisfactionThe representative and Mr [redacted] have scheduled a time to discuss his complaint for next weekMr [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

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 have talked with and turned over the equipment as requested, Vivint has canceld my accountNothing further is needed!***Sincerely, [redacted]

January 12, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 29, 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 with the billing service on his account and would like Vivint to fix 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 satisfactionMr***’s billing account has been updated and his feedback regarding the billing system has been sent to the proper managementMr [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

August 10, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, 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 has had issues canceling the accountMr [redacted] would like his account canceled.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 [redacted] ’s satisfactionMr [redacted] ’s account has been canceled as of August 17, Mr [redacted] may contact the Vivint representative who reached out to her directly if she has any 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: ###-###-####, 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]

March 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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 she experienced difficulty with customer service and deferments in particularMs [redacted] requests cancellation of her account and a refund of $ Vivint’s records indicate that Ms [redacted] ’s account was cancelled on February 23, Additionally, a refund of $was issued on February 24, 2017; she should receive this refund with 7-business days from the issue date 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

February 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern: In her rebuttal, Ms [redacted] states that she does not know ***, and that she is not willing to provide a copy of her driver’s license to Vivint for review of her forgery claimAs stated in Vivint’s first response, Vivint has removed Ms [redacted] ’s name from the account in question and has removed her name from any collection attempts in an effort to resolve this matter Vivint is not requesting a copy of Ms [redacted] ’s driver’s license She has no obligation to Vivint, and Vivint believes this matter is 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: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

June 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, Date of Addendum: December 29, 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 does not believe that she agreed to an extension of her agreementMs [redacted] requests that Vivint cancel her account At this time, Vivint is willing to cancel Ms [redacted] ’s account without penalty Vivint spoke with Ms [redacted] regarding her alarm service on December 29, 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 and the validity of the extension, 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

April 12, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, 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 that her Vivint equipment has not been properly preformingMs [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; Ms [redacted] signed a Vivint System Purchase and Services Agreement-Retail Installment Contract Every customer must sign this contratc, and if a customer does sign the contract, 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 contract is to verify certain information and ensure that the customer understands Vivint’s offerOur records show that Ms [redacted] signed the required System Purchase and Services Agreement-Retail Installment Contract on November 10, 2016.Ms***’s signature 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 during that termVivint relied on Ms***’s signature to ensure that she understood her commitments to Vivint as outlined in the AgreementCancellation of Ms***’s agreement without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2256.63; however, in an effort to assist Ms***’s, Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a Vivint technician to come to her home and thoroughly inspect her Vivint system If Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty 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 4, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn his complaint, Mr [redacted] states that his internet service with Vivint Wireless has been unreliable and that this issue has not been resolved despite his many attempts Mr [redacted] desires cancellation of his contract with Vivint WirelessVivint’s records show that Mr [redacted] has recently notified Vivint Wireless of his technical concerns, and a Field Service Professional was dispatched to his home on March 29, Vivint Wireless believes that this matter was resolved on site during the visit If Mr [redacted] is still experiencing problems with his internet service, he may contact Vivint Wireless at ###-###-#### to discuss further repair or cancellation options.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***

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 received notification today from legal department that my account with company has been closed and initial fees I paid will be deposited to my checking account and equipment the company installed in my home will be picked up on Monday July 25, between the hours of am and am Sincerely, [redacted]

October 23, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, To Whom It May Concern:I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respondMr [redacted] is claiming that Vivint has only provided an electronically signed contract that could have been changed after signingHe again states that the sales rep informed him the term was for two yearsVivint maintains its’ stance that Mr [redacted] is currently within his forty-two (42) month agreement with twenty-five (25) months remainingThe contract that Vivint has on file has not been altered since Mr [redacted] signed it, and the contract states that no oral representations or statements made by the sales representative may change the terms of the AgreementFurthermore, Vivint does not advertise or offer two-year contract lengths outside of Special ExceptionsThere is no record of special approval being extended or offered for a shortened term lengthHowever, if Mr [redacted] can present Vivint with record of a two-year contract being offered and accepted, Vivint will adjust the account accordinglyIf 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, if this includes them suspending any collection efforts for any balances that they think that we owe them, since they have taken ownership of the property Sincerely, [redacted]

November 11, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 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 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

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 meAfter months of calling Vivint to resolve this issue I had to file a complaint with Revdex.com and I got this issue fix instantlyVivint needs to fix there loyalty customer service department they do not do there jobSo many people don't follow thru and there is no way of tracing what happen Sincerely, [redacted]

April 22, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 18, 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 is cancelling her agreement with Vivint at the end of her term, and that she is having another company monitor her home Ms [redacted] further alleges that she has requested that Vivint “default” her monitoring box, but that Vivint has denied this request Ms [redacted] desires default of her monitoring boxVivint’s records show that Ms***’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint As such, Vivint is no longer monitoring Ms***’s equipment and can no longer access this equipment remotely For security reasons, Vivint cannot activate communication devices that are connected to Vivint’s central station for use by a third party Ms***’s equipment belongs to her; however, Vivint no longer provides monitoring for these devices The new monitoring company must provide their own communication device to connect to their central station.A representative from Vivint has contacted Ms***, in an effort to resolve these concerns Vivint has cancelled Ms***’s account and service at her request, and cannot provide any further assistance or compensation in this matter.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

February 28, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 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] expresses dissatisfaction with the system’s functionality and with Vivint’s monitoring proceduresHe states that Vivint has failed to demonstrate an ability to provide proper security and requests immediate cancellation.In order to resolve this matter, Vivint previously applied a month of free service as well as waived Mr [redacted] ’s past due balance of $Cancellation without penalty is not currently warranted.As stated in Vivint’s previous response to Mr [redacted] ’s complaint, Vivint’s records indicate that on September 22, 2016, Mr [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of forty-two (42) monthsBy signing this Agreement, Mr [redacted] represented that he understood and accepted all the terms contained within the contractThe contract states that Vivint does not warrant that the system cannot be compromised or that it will always work, but that Vivint does warrant technical assistance over the phone or via a service appointmentFurthermore, Vivint’s records indicate that multiple representatives have discussed the monitoring procedures in question with Mr [redacted] at length, and have apologized for any inconveniences or misunderstandingsHowever, Vivint’s records indicate that Mr [redacted] did silence his alarm and that Vivint’s representatives followed Vivint’s standard procedureIn resolution to this matter, Vivint agreed to the above offerMr [redacted] ’s billing account was brought current and a month of free service was applied to his billNo further offers will be extended 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

September 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 13, 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 she has requested a refund but has not received itMs [redacted] requests that Vivint issue her the requested refund Vivint’s records indicate that a refund of $was issued on September 8, and will be refunded to her checking account within 7-business days from the issue dateVivint apologizes for any undue delay or inconvenience this may have caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

May 11, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Mr [redacted] notified Vivint of his equipment concerns on October 27, 2016, and an appointment was scheduled for October 28, However, Vivint’s records indicate that Mr [redacted] canceled this appointment prior to the technician’s arrivalMr [redacted] notified Vivint of his equipment concerns on April 18, 2017, and an appointment was scheduled for April 20, During this appointment, the Vivint technition replaced Mr [redacted] ’s element thermostat with a new Vivint Element ThermostatMr [redacted] again notified Vivint of his equipment concerns on April 25, 2017, and an appointment was scheduled for April 29, However, Vivint’s records indicate that Mr [redacted] canceled this appointment when the technician arrived to his homeAdditionally Mr [redacted] was offered a credit to his billing account to cover two (2) months monitoring fee to which Mr [redacted] declined.Vivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointmentIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

May 24, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that he cancelled his service ten months ago but Vivint continued to bill him for serviceAdditionally, the individuals that moved into Mr [redacted] ’s home that the system was installed in received a alarm fee of $Mr [redacted] desires a refund in the amount of $and for Vivint to reimburse the family that is living in his previous residence $Vivint’s records indicate that Mr [redacted] called Vivint on June 17, to request cancellation as he had moved from his previous residence and was no longer using the alarm systemMr [redacted] was informed of his cancellation options and advised on the takeover of his accountOn June 24, Mr [redacted] called back into Vivint to inform us that he would allow the new homeowners to take over his System Purchase and Services Agreement (“Agreement”)The new homeowners decided against taking over the Agreement and the Agreement remained Mr [redacted] ’s responsibilityMr [redacted] then called Vivint on March 29, to inquire why his account was still activeHe was told that the new homeowners did not take over his Agreement and he was told to send in a written letter of cancellation in order to have his Agreement cancelledMr [redacted] sent in his notice of cancellation on March 29, and the Agreement was cancelled on May 19, Since it is a customer’s responsibility to ensure that their Agreement has been taken over a refund for ten months of service is not warrantedVivint agrees to send Mr [redacted] a refund for monies paid to Vivint since receiving his notice of cancellation, in the amount of $Additionally, by signing his Agreement Mr [redacted] agreed to take full responsibility for any alarm fees acquired as stated in section ten (10) of the Agreement“You agree that you and others using the system will use it carefully so as to avoid causing alarmsalarms can be caused by weather or other forces beyond our controlIf we receive too many alarms, that will constitute a breach of contract by you and we may cancel monitoring service and seek to recover damagesIf a alarm fine or penalty is charged to us, the Center, or you by any government agency or third party, you will pay for the charge.”Due to Mr [redacted] agreeing to this term, reimbursement of $to the new homeowners 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