Vivint Smart Home Security

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***

Complaint: [redacted] I am rejecting this response because: The information provided by Vivent, "Mr [redacted] completed the required Pre-Installation Survey on January 30, 2015" has nothing to do with what I am askingThe service was initiated in 2014, but I never received any type of pre-service survey that they mentionedI was not married at the time and the house was in my name, yet no one gave me this survey or explained any of this as Vivent is saying was the casePerhaps Mr [redacted] entering into this agreement makes it invalid? I was never told there would be $fees to move between residences, nor another $50-$if/when technical support is required to service THEIR equipment.I feel this agreement was entered into fraudulently by this companyThey are lying about not having a correct phone number for meEVERY TIME THE ALARM malfunctions and goes off they call meMy phone number has been the same for the entire time I have had serviceWhen the request was made to transfer the service in December 2015, it took Vivent nearly a month to move itSo again, I 'm paying for service that I did not have on either houseI did not have a choiceI called prior to moving and the representative said it could be done same or next day, in no way did they say I would be without an alarm for about a monthVivient is making it appear as if I was willingly making appointments several weeks outI did not call this company for an entire year that I had serviceThe bill was paid faithfullyIt is not acceptable to charge customers for services you can not provide and can not fix for several weeks at a timeThis is essentially robberyCustomers should not be forced to be in contract when they are not secure and without an alarmVivint should get me out of this contract without penalty and pay for me to get services elsewhereI still am seeking credit for full months of December, January and February and for the inconvenience of having a failed security systemIt makes me very sad that we have an alarm system that does not work and we are not secure at nightOur family members, belongings etc are not secure at any time since the service does not workThis company is a sham and if they can not make it right, I will make sure everyone we know is aware of this poor service, how they treat their customers, and the lies they tell to get you into a contract, the fees they charge for their product failures, their lack of accountability and the deceptive business practices that they use Sincerely, [redacted]

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

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

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

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

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

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

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

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]

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

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]

April 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 5, 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***’s satisfactionA Vivint technician has been scheduled for April 14, to install a Vivint Outdoor Camera at Mr***’s home free of chargeIf 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 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]

September 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: July 31, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he experienced frustrations regarding the appointments scheduled for the installation of the equipment at his new homeMr [redacted] requests cancellation of his account with no adverse credit reporting In an effort to resolve the [redacted] ’ concerns, Vivint has agreed to immediately cancel the account Vivint’s records indicate that the last appointment that was scheduled on May 18, was cancelled by the customerVivint did not received further contact from the customer to reschedule the appointment Despite the information above, 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

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]

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

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

Complaint: [redacted] I am rejecting this response because: the equipment they are allowing me to keep doesn't workMy front door lock won't work from the outside and since they have already canceled my account I can no longer remotely open the garage door so now my daughter doesn't have access to get in or house if my fiance or I aren't home Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:To whom it may concern:We are rejecting the business response due to some facts that were stated on the letterThe multiple times that we contacted Vivint, they have been rude and not customer friendlyThe "appointment" that was offered to us of May 20th was never offered or mentionedI have records of the phone calls, messages, and emails that Vivint has sent me, not one of the records that we have, mentions the appointment for May 20thThe day we called on Tuesday June 2nd, after all the incidents, we spoke to Britney and Mitch regarding our issues that we were having with VivintMany of the "notes" that they had was informationThey kept blaming us for the missed appointment on May 30th, saying that we had told the installer to "go away" when in fact we had told him that he was in the wrong addressWe feel that Vivint is being fraudulent making themselves look good, when in reality they are robbing their customersWe will not be intimated by this company because they are a big corporation, we feel that we are in the rightAll we are asking for is for them to terminate the contractIf Vivint had apologized from the first time they had made a mistake, we would not have taken this issue this far, but they are turning things around, blaming customers, and treating their customers unfairly all for $We have spoken to other families in our community about our experience with Vivint and we are not the only ones that have had issues with themWe have started the process of filing a small claims in the court of Kern CountyWe feel we have sufficient evidence to show that we have a good case to fightAlso, we have gotten together with the other customers of Vivint that are not satisfied with their service, and contacted the media in Kern County for them do a news segment on Vivint and how many people are unhappy with them One more thing, my wife's name is Maira, not Maria at least they should have the decency to get her name correctly! Sincerely, Reynaldo P [redacted]