Vivint Smart Home Security

October 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 27, 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 per his Agreement Vivint has charged an additional month of service following his request to cancel servicesMr [redacted] request a refund for this charge and adjustments to the cancellation policy on Vivint’s websiteAfter further review, Vivint’s records show that Mr [redacted] ’s Agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint Additionally Vivint has refunded his final payment in the amount of $as requestedVivint’s website directs customers to contact Vivint’s Customer Loyalty department for information on account cancellationOnce Mr [redacted] ’s contacted Vivint’s Customer Loyalty department he was immediately informed of the cancellation clause in questionAdditionally, as stated, this clause is clearly outlined on Mr [redacted] ’s System Purchase and Services Agreement.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 3, 2015Revdex.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 Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfaction Mr [redacted] ’s account has been cancelled, and he has no further obligation to Vivint Mr [redacted] may contact the representative who has reached out to him if he has any questions or concerns 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: ###-###-####, 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 meI am concerned about the refundThe card Vivint has on file has been cancelled because of the continuous charges by themI will accept a check addressed to me for the refundAlso, I keep receiving phones calls 2x a day at least from Vivint wanting to setup an appointmentI would like for those to stop Sincerely, [redacted] ***

December 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 17, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionMr [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

August 26, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Stephen R [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, To Whom It May Concern:I have reviewed the information provided by MrR [redacted] and appreciate the opportunity to respondIn his complaint, MrR [redacted] alleges that he was misled by a Vivint representative regarding the length of his trial periodMrR [redacted] now desires the cancellation of his agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment; MrR [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 MrR [redacted] completed the required Pre-Installation Survey on July 25, During the recorded Pre-Installation Survey, MrR [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] each month during that term Further, MrR [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 MrR [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement MrR [redacted] notified Vivint of his desire to cancel on August 4, MrR [redacted] was informed he was past his Right of Recession periodVivint’s Right of Rescission is normally day after the installation of the equipmentDuring this time the customer can cancel the agreement without penalty MrR [redacted] called into Vivint’s Customer Loyalty department on August 12, 2015, and alleged that his sales rep offered a day Right of RescissionVivint’s representative reached out to MrR [redacted] ’s sales representative to confirm if this was an offer madeMrR [redacted] ’s sales representative claims to have not made this offer to MrR [redacted] Vivint is unable to offer a day Right of Rescission periodCancellation of MrR [redacted] ’s account is not warranted at this timeShould MrR [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] If MrR [redacted] wishes to take advantage of this offer, I would advise him to 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, Nathan *W***

October 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] satisfactionMr [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

June 26, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Ronald J*** Vivint Account #: [redacted] Date of Agreement: September 26, To Whom It May Concern:I have reviewed the information provided by MrJ [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrJ [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrJ***’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***

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 in part Please review the estimate the representative left at my house at the time they provided the estimate of the service Vivint, perhaps this could be used to better train your door to door sales people Sincerely, [redacted] ***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 03, 2015To 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 we ignored her request for cancellation within her Right of Rescission periodMs [redacted] further alleges that she made telephonic attempts to communicate her request to cancel but was refused as she could not verify her Verbal Passcode Ms [redacted] desires the equipment removed from the home, the Agreement terminated, and a refund of payments made.Vivint’s records indicate that Ms**’s paperwork had been received within the Right of Rescission period and attempts were made to contact her of suchRecords also indicate Ms [redacted] placed a call into our Customer Loyalty department to follow up on the matter, but was unable to confirm her Verbal PasscodeAs such, we were unable to assist with her request at that timeThe Verbal Passcode is used to verify we are speaking with the Account Holder – as they are the creator of such – and allows us to protect the sensitive information found on the accountRequests, like cancellation, will not be taken unless the Verbal Passcode is provided.At this time, Vivint’s records show that Ms**’s System Purchase and Services Agreement with Vivint, Inchas been cancelledAdditionally, she has been refunded for the payments made on the account in the amount of $ [redacted] , and she has been scheduled for the removal of the equipment of her home as requestedIf 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]

May 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 7, Date of Addendum: March 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 does not recall extending the term of his Vivint agreement, and now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on September 7, 2012, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Mr [redacted] regarding his alarm service on March 25, Mr [redacted] informed Vivint that he was going to be movingA Vivint representative informed Mr [redacted] of the Vivint Moves Policy and explained to him that Vivint would waive the $move fee and lower the price of the Vivint Go Control Panel from $to $in exchange for his Vivint agreement being extended by forty-two (42) months to which Mr [redacted] agreed Vivint’s Scheduling department found an appointment for March 25, to install a Vivint security system in his new homeMr [redacted] signed a System Purchase and Services Agreement on March 25, with an initial term of forty-two (42) months, a monthly services fee of $49.99, plus any applicable taxes, during that term,Cancellation of Mr [redacted] ’s agreement without penalty is not warranted at this time Should Mr [redacted] wish to cancel his agreement prematurely, her payoff amount would be $799.84; however, I would be willing to lower Mr [redacted] ’s payoff amount by 55%, bringing the total payoff amount to $ If Mr [redacted] wishes to take advantage of this offer, I would advise him 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

October 15, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] does not agree with his extensionMr [redacted] desires cancellation of the Agreement without penaltyVivint’s records indicate that on January 2, Mr [redacted] did verbally agree to extend his Agreement for an additional forty two (42) monthsNever the less since Mr [redacted] has been a loyal customer for so long Vivint will agree to cancel Mr [redacted] ’s account without penaltyI would advise him to call into Vivint to begin the cancellation processIf 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:Vivint has failed to understand the nature of our concern and why we are asking for a refund.Also, Vivint customer service has acknowledged their error in auto-deducting the first payments from our personal account during the time that our service was supposed to be sin defermentI have been told by multiple agents that the $will be sent to me as a refund check in the mail, however, we have yet to receive it, even after a whole year has passedThe remaining $was also auto-deducted from our personal account (in payments) due to Vivint customer service employees incorrectly explaining the deferment process/policy beyond the initial month period and failing to continue the deferment as they originally stated they couldWe did not have service installed in our home after relocating because during the many phone conversations with Vivint employees over the last year they never offered to install it, and we didn't ask about it because we weren't happy with the service we were receiving and wanted our refund before continuing any additional service or commitment.I am aware [redacted] (my spouse) signed a contract to pay x amount of money for x amount of time- IN EXCHANGE FOR HOME SECURITY SERVICE from VivintVivint has not provided their end of the contract and that is why we are asking for our money to be refunded immediately Sincerely, [redacted] ***

February 21, 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: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 equipmentMs [redacted] ’s desired resolution is cancelation of the contract A representative from Vivint has recently attempted to contact Ms [redacted] via email 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 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

July 14, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 2, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint he explains that she has not received her refund of $As such, Ms [redacted] requests that Vivint refund her $30.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Ms***’s satisfactionVivint has issued a refund or $to go back to the checking account that Vivint has on fileMs [redacted] may contact the Vivint representative who reached out to her directly if she 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 18, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal Mr [redacted] states that Ms [redacted] did request outdoor cameras in the initial sales processMr [redacted] desires two outdoor cameras to be installed free of chargeVivint’s records indicate that Ms [redacted] was not offered outdoor cameras nor were outdoor cameras discussed in the initial sales conversationVivint’s sales representative did clarify that Vivint was offering her indoor camerasThis recorded phone conversation is available for Mr [redacted] ’s review at his request with Vivint’s Customer Loyalty departmentVivint’s outdoor cameras cost $for the device and an additional $installation fee is requiredVivint has generously offered to install one outdoor camera for a nominal fee of $as a gesture of goodwillTwo free outdoor cameras and two waived installation fees are 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 23, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, Date of Addendum: January 13, 2015To 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penaltyVivint’s records show that on June 19, 2009, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months As such, the initial term of the agreement lapsed on September 19, and continued on a month to month basis However, Vivint spoke with Ms [redacted] regarding her alarm service on January 13, 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 with additional equipment 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 VivintCancellation of Ms [redacted] ’s agreement without penalty is not warranted, however Vivint would time to assist Ms [redacted] Vivint has agreed to waive the verbal extension and close Ms [redacted] ’s accountMs [redacted] 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 – Legal.Sincerely, Nathan *W***

February 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 29, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her rebuttal, Ms [redacted] did not provide any additional information to aid Vivint in finding the account which she is referencingVivint requests that Ms [redacted] provide the street address where the system in question is located or contact a Vivint representative at (801) 222-so that her account can be located and her complaint 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) 765-5759, attention Department – LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because:As a customer of vivint I rely on the company to monitor my alarm systemI called into vivint because my alarm did not notify the panel of a fire I cannot tell if and when the fire alarm is or isn't connected to the panelI only requested that the alarm in the dinning room be disconnected It appears to me that, one vivint took it on themselves to disconnect all alarms from the panel or two, Vivint is not a reputable business and can't back up what they offerI am not making this complaint about the alarm that I had disconnectedIt's the fact that I pay for this monitoring system and it malfunctioned/ didn't do what it's supposed to doI have this alarm system for that peace of mind Will this alarm do this again? If someone breaks into my house will it go offI don't know Sincerely, [redacted]

May 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 31, To Whom It May Concern: I have reviewed the additional information provided by Ms [redacted] and appreciate the opportunity to respond Vivint maintains its positionVivint previously informed Ms [redacted] that she had until May 10, to accept the offer previously made by VivintIt is now past that date and Ms [redacted] is no longer eligible for any compensation 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