Vivint Smart Home Security

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

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

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]

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

October 20, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 called Vivint to cancel his service in August of but his account remained active and that he was not made aware of his contracted termMr [redacted] desires cancellation of the Agreement and a refund for October’s paymentVivint’s records indicate that prior to the installation of any equipment, Mr [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 Mr [redacted] completed the required Pre-Installation Survey on May 12, During the recorded Pre-Installation Survey, Mr [redacted] represented 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 $ [redacted] plus any applicable taxes each month during that term Further, Mr [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 Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the AgreementNever the less Mr [redacted] only has one more month left on his contracted term Vivint will cancel his Agreement without penalty and refund October’s payment to the same method that it came fromMr [redacted] 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: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

January 20, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A 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 satisfactionAn appointment has been scheduled for the removal of the equipment after which her account will be cancelled without penaltyAdditionally, a refund has been issued and will arrive in the form of a check within 7-business days If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: I have called and complained about the poor service significantly more than your "records" show The issues started early in (Feb) when my account was transferred to my new house The issues have been non-stop since then You still have my ex-husband's name on the account, I am tired of telling your customer service to remove his name from my account, but I still get letters and bills addressed to him Also, your technicians allowed my brother, who is a minor, to sign documents for my accountSending a technician to my residence will not solve the issues I have had There has been too many ineffective "visits" by your technicians I want you to cancel my contract Sincerely, [redacted] ***

February 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 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 experienced multiple technical issues with her systemMs [redacted] requests cancellation of her account At this time, Vivint has agreed to immediately cancel Ms [redacted] ’s accountThe return of the equipment is not required; however, Ms [redacted] is welcome to send the equipment to Vivint if she would like 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

July 18, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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 is being resolved to Ms***’s satisfactionAn appointment has been scheduled for July 30, to remove the system and Ms [redacted] is sending an email to a Vivint representative in regards to the bank fees.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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me I have called multiple times to complain about the service and the product And it upsets me even more to be called a liar Just because you say I did not call does not mean I did not And because of this is why I feel as the company takes advantage of people I was told when I signed up originally that I was paying for the service and any issues I had would be taken care of But now I am told I have to pay for service calls I know Vivint responded with telling me they would waive the service call fee, but that is only because I took the measures I did I should not have to go through these issues to get something taken care of To me that shows lack of professionalism from the company I have spoken to at least people who have had issues as I have with this company and believe they take people Vivnt has not followed through with what the sales man sold me on and this is why I believe I should not be held to the contract The sales man promised great service and any issues would be taken care of as soon as possible But instead the service has been shotty at best and I still have equipment that is flat out a piece of junk Sincerely, [redacted]

September 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 30, 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 experience numerous technical issuesMs [redacted] further explains that she does not remember agreeing to a 60-month agreement with VivintMs [redacted] requests cancellation of her account At this time, Vivint has agreed to immediately cancel Ms***’s account Vivint’s records indicate that prior to the installation of any equipment, Mr [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 Mr [redacted] completed the required Pre-Installation Survey on June 30, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $each month during that term Further, Mr [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 Mr***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Despite the information above, Mrand Ms [redacted] have 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

September 16, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that he has had multiple system issues causing alarmsMr [redacted] desires his issues to be resolved or cancellation without penaltyVivint’s records indicate that Mr [redacted] ’s alarm system was installed on September 11, in his new residenceVivint would like to apologize for any frustration this may have caused and to ensure that Mr [redacted] ’s system will operate efficientlyVivint has upgraded Mr [redacted] ’s account to Premium Service, Mr [redacted] will now receive free technician visits and free battery replacements for the life time of his contractIf Mr [redacted] is still experiencing technical issues I would advise him to call into Vivint and schedule a time for a technician to come to his home and resolve all issues If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 9, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2010Date of Renewal: September 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] explains that he expressed to Vivint that he wishes to no longer be calledMr [redacted] also states that Vivint will not service his equipment without charging a service feeMr [redacted] wishes to no longer be contacted by Vivint via phone.Vivint’s records indicate that Mr [redacted] was placed on a do not call list on August 30, Vivints records show that by Mr [redacted] signing his System Purchase and Service Agreement (“Agreement”) Mr [redacted] agreed to the followingSection Repair Service:“ During the term of this Agreement, we will repair or service any defective part of the System as follows: (A) What is covered: If you selected Premium Service, then we will, so long as we are providing service pursuant to this Agreement, repair and replace any defective part of the System without charge to youIf you decline Premium Service, however, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to youAfter 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.”Despite the above information, Vivint will agree to service Mr [redacted] system without chargeIf Mr [redacted] wishes for Vivint to service his equipment I would suggest he contact a Legal Assistant at (801) 221-to schedule an 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

January 12, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 13, Date of Addendum: March 6, To Whom It May Concern: In his rebuttal, Mr [redacted] alleges that the incorrect account number was stated in Vivint previous responseMr [redacted] desires for Vivint to correct the mistakeVivint apologizes for the typo that occurred in its previous responseMr [redacted] ’s account has been cancelled, and he no longer has an 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because:I am asking that the survey document or phone call recording be provided to me by sending the file to this email addressI am not interested in spending any more of my time on hold and/or dealing with any of the employees of this clearly unscrupulous companyTechnology exists for this to be a very simple and completely do-able requestAlso, I did not infer that the contract was alteredI stated that the number "42" was written in AFTER the verbal agreement between the door-to-door salesperson and myself for a year (month) contract was discussedI had signed the contract without noticing that the number written by the salesperson was different than what was discussedFrom the first time that I did notice this discrepancy, I have consistently, and will forever continue to, reported my surprise and dissatisfaction with this deceptive sales practice on the part of VivantI am certain that I am not the only customer reporting this same complaintI continue to insist that the contract be immediately cancelled and have alerted both my bank and credit card companies to not accept further ACH charges from Vivant Sincerely, [redacted] ***

August 8, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] and [redacted] Date of Agreement: August 27, and January 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 by Vivint regarding contract terms of the end of her AgreementMs [redacted] desires cancellation of both of her Agreements without penalty A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve these concerns At this time, Vivint is willing to cancel Ms [redacted] ’s account located in Texas forgiving the final two monthsMs [redacted] declined this offer Vivint’s records show that on August 27, 2011, Ms [redacted] and Mr [redacted] signed a Purchase and Services Agreement with Vivint for their home located in Canada, with an initial term of forty-two (42) monthsVivint’s records indicate Mr [redacted] renewed his Agreement on June 4, By extending the Agreement, Ms [redacted] ’ agreement would not be eligible for cancellation until December Vivint has included a copy of the renewal Agreement in this response for reviewWhen Ms [redacted] called Vivint to request cancellation of her account on June 29, 2016, the end date of the Agreement was entered incorrectly into Vivint’s databaseThis resulted in Ms [redacted] being quoted an end date of After review of the account, Vivint was able to determine the correct end date of the Agreement was December 2016, but given the confusion offered to close the account on September 24, Ms [redacted] accepted this offerVivint’s records further indicate that [redacted] signed a Purchase and Services Agreement on January 11, with Vivint for their home located in Virginia, with an initial term of sixty (60) monthsThis account is not eligible for cancellation until Despite the above information, in resolution to this matter, Vivint has offered to close the account located in Texas without penaltyMs [redacted] declined this offerShould Ms [redacted] wish to cancel her agreement in Virginia prematurely, her payoff amount would be $2,073.66; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ If Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s representative directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, 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 apologize for the late responce,we were on vacation....I accept the response from Vivinit..and the releasing me from the contract..Thank you for your help..Sincerely, [redacted]

April 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that his system was removed from his home by Vivint and Mr [redacted] wanted to pay of the remaining balance on the account once he got his equipment backAs such, Mr [redacted] would like his equipment returned or his account removed from collections and the remaining balance waived.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been removed from collections and remains cancelledMr [redacted] no longer has any obligation to VivintMr [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

September 14, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that Vivint seems to be content with the inconveniences and hardship caused by her negative customer experience Ms [redacted] further alleges that she has had to purchase a new door lock and pay another alarm company to re-install her system due to Vivint’s poor removal of its system from her home.I can assure Ms [redacted] that Vivint is not content to hear of her negative customer experience, and I apologize for any inconvenience this experience may have caused Ms [redacted] Vivint’s records show that, in addition to the payments made by Ms [redacted] that were refunded to her by her bank, Vivint has sent a refund in the amount of $ [redacted] back to the bank account on fileVivint hopes that these extra funds may assist Ms [redacted] with the cost of any damages incurred by the removal of Vivint’s system from her home If the cost of the damages exceeds this amount, Ms [redacted] may contact Vivint’s Home Damage department at ###-###-#### to request further reimbursement.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***

May 18, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August/11/ 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 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, [redacted] * [redacted]