Vivint Smart Home Security

May 1, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 13, 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 moved and then requested cancellation of her Agreement at the end of her initial term, but that Vivint has continued to charge herMs [redacted] desires a refund of the monies she has paid to Vivint for the seven (7) months since the end of her Agreement term.In an effort to assist Ms [redacted] at this time, a refund in the amount of $will be sent back to the bank account on file, to refund payments made for service since November 4, Vivint’s records show that Ms [redacted] signed an Agreement on April 13, 2013, in which she agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no later than days before the end of the original term or any renewal term (Vivint System Purchase and Services Agreement, Section 2.4) A written notice of cancellation was not provided by Ms [redacted] until April 21, 2017, so her account was invoiced for service monthly until that date Despite this information, Vivint understands that Ms [redacted] has not used her service and requested cancellation verbally on October 4, Vivint agrees to the above resolution and will refund the monthly service charges since days after Ms***’s verbal cancellation request Ms [redacted] may expect her refund back in her account in 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

November 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 24, 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 representative and Ms [redacted] have agreed upon a resolution If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (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] ***

December 5, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn her complaint Ms [redacted] explains that she has had issues with the equipmentAs such, Ms [redacted] ’s desired resolution is cancelation of the contract A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIn an effort to help Ms [redacted] Vivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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 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***

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***

October 20, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: July 26, 2012To 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 experienced equipment issue with her system that were not resolved by VivintAs such, Ms [redacted] cancelled her account with Vivint, but still continues to be chargedMs [redacted] desires the cancellation of the account without penalty and a refund of charges made after cancellation requestVivint’s records indicate that prior to the installation of any equipment; Mr [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 Mr [redacted] completed the required Pre-Installation Survey on July 25, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months She also represented that he would pay a monthly monitoring fee of $ [redacted] 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 Agreement Ms [redacted] notified Vivint of equipment concerns on June 3, Ms [redacted] explained it was a low battery alertOn June 7, 2015, Mr [redacted] reported a concern with alarmsVivint was able to schedule an appointment for June 29, On June 29, 2015, a Vivint field service professional was dispatched to Ms [redacted] ’s restaurantThe field service professional was told that the service appointment was no longer needed and everything was workingOn July 22, 2015, Mr [redacted] called Vivint in order to cancel the account Mr [redacted] was informed that the account was still under the initial term of the agreementMr [redacted] informed the representative he had another company installedCancellation of Ms [redacted] account is not warranted at this time, however Vivint would like to assist Ms [redacted] If Ms [redacted] agrees to pay the past due balance of $ [redacted] , Vivint will agree to cancel her account and forgive the remaining three (3) months of her agreementIf Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Customer Loyalty 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 – Legal Sincerely, Nathan *W***

June 22, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and her billing account has been removed from collectionsShe has no further contractual 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

October 12, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 12, 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] ’ satisfactionIf she has any further questions or concerns, she 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

April 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 27, 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 requested cancellation of her service and declined extension offers when her contract was fulfilled with Vivint, but that Vivint continued to charge her for service and has now sent her account to collections Ms [redacted] desires a billing adjustment and correction to her credit report In an effort to resolve this matter, Vivint has removed Ms [redacted] ’s account from collections and will forgive the past due balance on her account Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term, and that she would notify Vivint in writing thirty (30) days prior to her desired cancellation date after fulfilling the initial termMs [redacted] stopped paying Vivint in May and the initial term of her Agreement ended on September 27, As such, the account was past due at the time Ms [redacted] requested cancellation on November 11, Pursuant to the Agreement, the charges for service between May and November were valid.Despite the above information, Vivint has waived Ms [redacted] ’s past due balance Ms [redacted] has no further obligation to Vivint, and will have no negative hit on her credit from 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***

January 23, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that the matter is currently being resolved to Mr***’s satisfactionIf he has any further questions or concerns, he may 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: (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 Vivint has replaced the security equipment and has promised months of credit starting February To ensure my mother is credited for the months, I have stopped the auto payment at the bank and will resume the auto payment in August Thanks for your help in this matter Sincerely, [redacted]

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Christy W [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, To Whom It May Concern:I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsW [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsW***’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***

November 3, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 14, 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 Vivint has sent documentation to an incorrect address and has called an incorrect phone number in order to collect a debt Mr [redacted] further alleges that Vivint has not offered alternative solutions to his mother in attempting to collect a debt He desires a formal apology, correction of his mailing address on the account, and a reduction of the balance owed to Vivint.Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Ms [redacted] stopped making her monthly payments after August As such, the account was cancelled for non-payment on December 31, 2013, and was transferred to an outside collections agency Vivint has not contacted Ms [redacted] in regards to this account since January 2014, and Vivint’s records show the same address listed on this complaint The collections agency may be contacting Ms [redacted] at this time, and she must settle the balance of her account or address any concerns regarding contact information or account balance with this outside collections agency.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 Without your help, Vivint would not have agreed to do this Thank you Sincerely, [redacted]

December 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] * [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondMs [redacted] alleges that she signed up with Vivint while unknowingly still being under contract with another companyMs [redacted] requests that her account with Vivint be cancelledVivint’s records indicate that prior to the installation of any equipment, Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on August 17, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term Further, Ms [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement On this call, the customer responded affirmatively to the following statement: Do you understand that Vivint is not affiliated with Monitronics or any other company and that you may be responsible for any agreements or termination fees with Monitronics? Cancellation without penalty is not warrantedHowever, in an effort to help Ms [redacted] Vivint is willing to offer her 50% off her monthly payment every month for the rest of her AgreementIf this is not an acceptable option for Ms [redacted] , she may pay off the rest of her Agreement which would amount to $ [redacted] However, Vivint is willing to let Ms [redacted] pay off this amount at 50% off, which would bring the amount down to $ [redacted] A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIf Ms [redacted] wishes to take advantage of this offer, she may contact ***@vivint.com or call ###-###-####If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

October 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she was told she could cancel her account at any time but found out later that she had a contract for sixty (60) monthsAs such, Ms [redacted] requests that her account be cancelled without any additional charges.At this time, Vivint agrees to cancel Ms [redacted] ’s account if she will pay the past due balance on the account.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that Ms [redacted] signed a System Purchase and Services Agreement on June 28, As part of that Agreement Ms [redacted] agreed to an original agreement term of sixty (60) monthsVivint does not have any record of promises made by the sales representative that are not on the AgreementVivint’s records further indicate that Ms [redacted] ceased making her monthly payments in June of Vivint has continued to provide service but Ms [redacted] ’s account has a past due balance for services providedDespite this information Vivint agrees to the above resolutionIf Ms [redacted] would like to proceed with the cancellation of her account she may contact the Vivint representative who reached out to her.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: Have not seen refund and have called card holder who also does not see refund from vivint, also am forced to wait for them to remove thier equiptment from my home Sincerely, Michael C [redacted]

May 22, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 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 Vivint installed an alarm system in the home he was renting, without authorization from the homeowner Mr [redacted] further alleges that Vivint’s representative misled him regarding the terms of the Agreement Mr [redacted] has recently moved and scheduled an appointment with Vivint for installation of the system in his new home Mr [redacted] alleges that Vivint failed to install the system on the scheduled date, and has advised him that he will have to wait until July 11, to have the service installed Mr [redacted] desires cancellation of his 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 department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 5, During the recorded Pre-Installation Survey, Ms [redacted] represented that she was the homeowner She also represented that she understood and agreed to the initial term of sixty (60) months, and a monthly monitoring fee of $ [redacted] each month during that term Further, Ms [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement This Purchase and Services Agreement is between Vivint and Ms [redacted] , and is not dependent on the status of home ownership Vivint recommends, but does not require, that each customer is the owner of the home where service is installed As a courtesy, Vivint asked Ms [redacted] prior to installation if she was the homeowner, and she represented to Vivint that she was the homeownerMr [redacted] notified Vivint of his move and initially scheduled an appointment for May 18, Installation was not completed on this date, and an appointment is currently scheduled for July 11, In an effort to assist Mr [redacted] , Vivint applied a credit of $ [redacted] to his billing account, and reduced his monthly monitoring fee to $ [redacted] for the remainder of the term of the Agreement Recently, a Vivint representative contacted Ms [redacted] in an effort to resolve this matter An offer was made to find a sooner appointment for the move and waive the move fee without extending the Agreement Ms [redacted] declined this offer, and an alternate offer was made to reduce the payoff amount by 40% and cancel the account This offer was also declined If Mror Ms [redacted] would like to accept one of these offers, they may contact Vivint’s Customer Loyalty department at [redacted] .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]