Vivint Smart Home Security

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 Sincerely, [redacted] (formerly [redacted] )

March 1, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 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 her monthly fee has not been reduced to reflect the return of her camerasAs such, she is requesting a refund of the overcharge of her monthly billVivint has not yet received the updated paperwork with Ms [redacted] ’s signature of acceptanceTherefore, the monthly rate is still reflecting the only contract Vivint has on fileOnce the signed documentation is returned to Vivint, the monthly rate will be changed and Vivint will refund any overcharges taken since the cameras were removedMs [redacted] may contact Vivint’s customer care department if she has any questions on how to complete this process.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 1, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Darrell C [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrC [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to MrC***’s satisfaction MrC [redacted] may contact this Vivint representative if he has any further concerns or questions.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***

September 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 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 was misled by a Vivint representative regarding the term of her agreement and the cancellation policyMs [redacted] requests that Vivint cancel her account in November If Ms [redacted] would like to provide documentation regarding her bankruptcy, she may send her documentation after which her account would be submitted for cancellationIf she is not able to provide documentation, Vivint is willing to offer 55% off the buyout rate which would lower the amount to $ Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] signed a System Purchase and Services Agreement (“Agreement”) Every customer must sign this document, and if a customer does not sign, Vivint will not install any equipment in the customer’s home The purpose of the Agreement is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditionsOur records show that Ms [redacted] signed this Agreement on November 21, Upon signing this Agreement, Ms [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months She also represented that she would pay a monthly monitoring fee of $each month during that termVivint relied on Ms [redacted] ’s signature to ensure that she understood her commitments to Vivint as outlined in the Agreement Due to the information above, early cancellation without penalty is not warrantedHowever, Vivint encourages Ms [redacted] to contact [email protected] to take advantage of these offers 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 [redacted] Chief Compliance Officer

November 7, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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***’ satisfactionMs [redacted] may contact Vivint’s representative if she 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***

March 9, 2016Revdex.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] states that she requested cancellation of her account after the initial term of her Agreement, but that Vivint continued to charge her for service after her request Ms [redacted] is willing to send Vivint payment for the days she had service in the billing cycle before her cancellation request, but she desires cancellation of her account and for Vivint to waive the remaining past due balanceA representative from Vivint has attempted to contact Ms [redacted] in an effort to resolve these concerns Vivint’s records show that Ms [redacted] ’s Agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint Vivint has received Ms [redacted] ’s final payment of $***To assist Ms [redacted] , Vivint has waived the remaining past due balance that was showing on the account 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***

February 2, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: 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 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 resolvedVivint has offered a free move of the system to Ms [redacted] ’s new home, credit to cover two (2) months of service while she waits for installation in the new home, and a reduced monthly services fee for as long as she has service with Vivint Ms [redacted] may contact Vivint’s representative directly with any further 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 9, 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 did not sign his Agreement and that Vivint’s sales representative informed his wife that the System Purchase and Services Agreement (“Agreement”) had a term length of two years when the Agreement has a term length of sixty (60) monthsMr [redacted] desires cancellation without penaltyVivint agrees to review Mr [redacted] ’s Agreement for a forgery of his signatureIn order for Vivint to review this matter further Vivint must receive a copy of Mr [redacted] ’s driver’s license or a notarized signature so Vivint may conduct its investigationI would advise Mr [redacted] to send this documentation to my agent at [redacted] so the review process can beginPrior to the installation of any equipment, Ms [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 homeThe 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 September 9, During the recorded Pre-Installation survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring service fee of $plus any applicable taxes each month during that termFurther, 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 AgreementVivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementNevertheless Vivint agrees to the above resolution and will review the matter upon receipt of documentation from Mr [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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: I did not ask to cancel my agreement with this company as their response would seem to imply I simply wanted to express my issues with the way they conduct business and forewarn others before they choose them to provide security service to them And to further clarify the timeline of these issues with them, not only did I call on May 17th, but I also called twice on May 23rd which is when this plus minute call with their useless customer service team took place During that call is when an appointment was requested and scheduled for May 25th Had they held up their end of the request and agreement to send a technician out on May 25th, I would have never had to call back on that day That was the day that I found out that my appointment was cancelled because of their system scheduling a Texas based technician to service my system in Florida! It is only after that May 25th call that a technician finally was dispatched on May 26th and even then I had to practically flip out that morning to get a technician out that particular day If left up to them they were not going to send someone out until the following week AFTER Memorial Day I'd probably still be waiting for a technician to come this very day since their scheduling system is has no sensible logic built into it.You can stop responding MrW [redacted] because there is nothing that can be said that will ever change my opinion of your company and it's system I will never recommend your company to anyone nor will I ever accept your response to my complaint Again, I never asked to cancel my agreement and if you are going to quote timelines, try a little harder to be very accurate and very clear about the dates, times, and why it was necessary for me to even call your company Its shameful that I should have to even call at all, let alone according to the accurate timeline, multiple times within day period! Sincerely, [redacted] ***

October 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 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 was misled by Vivint regarding the terms of her agreement, and the capabilities of the systemMs [redacted] desires the cancellation of the agreement without penalty.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] contacted Vivint on February 9, 2015, to request cancellation of her accountDuring this conversation with a Vivint representative, Ms [redacted] was informed she is still within term and of her payoff amount if she wished to cancel earlyMs [redacted] later contacted Vivint on July 15, and reported an issue with her garage door sensorsMs [redacted] requested a Vivint service appointmentAs stated in Section of the agreement, Vivint applied a $copay for a serviceMs [redacted] asked for this fee to be waivedVivint agreed to lower the fee to $24.00, and scheduled the appointment for July 24, On July 21, 2015, Vivint received a request to cancel the appointmentVivint’s records further show that Ms [redacted] stopped making her monthly payments after March As such, the account was cancelled for non-payment on July 30, 2015, and was sold to an outside collections agency in September Cancellation of Ms [redacted] ’s account is not warranted at this time, but Vivint would like to assist Ms [redacted] Vivint has agreed to forgive the past due amount and reactive her service with VivintVivint has also agreed to give Ms [redacted] premium service on her account for freeWith premium service Ms [redacted] can request a service visit with a Vivint Field Service Professional for free at any timeVivint requests for Ms [redacted] to please allow for to business days for Vivint to reactive the service before requesting an appointment.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 Sincerely, Melisa B***

June 23, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Paul N [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by MrN [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrN [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in progress to being resolved to MrN***’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 25, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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 has had equipment complications since the installation of his system that have not been resolved, and that Vivint has not compensated him sufficiently for the time that he has not used certain features of the Vivint systemMr [redacted] desires removal of Vivint’s equipment from his home, and cancellation of his Agreement without penaltyA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve this matter Vivint is willing to cancel Mr [redacted] ’s Agreement without penalty at this time, if he will allow Vivint to retrieve its equipment from his home Mr [redacted] may contact the representative who has reached out to him, to schedule an appointment for this removal Following removal of the equipment, the past due balance on the account will be waived and Mr [redacted] will have 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 3, 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 difficulty having his system moved to his new homeAs such, Mr [redacted] requests a refund for the months that he has not had service and cancellation of his account.A representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’s satisfactionMr [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 7, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 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 is currently pending a response from Mr [redacted] and will continue correspondence until the matter has been resolved to his satisfactionMr [redacted] may respond to Vivint’s representative at rebekah.b [redacted] @vivint.comIf 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

March 7, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 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 satisfactionHer Vivint system has been cancelled and Vivint has issued a refund in the amount of $60.99.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, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, Date of Addendum: June 2, 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 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 penalty.Vivint’s records show that on March 6, 2009, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months As such, the initial term of the agreement would have lapsed on March 6, and continued month to monthHowever, Vivint spoke with Ms [redacted] regarding her alarm service on June 2, 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 VivintCancellation of Ms [redacted] ’s agreement without penalty is not warranted, however Vivint would like to assist Ms [redacted] Vivint has agreed to waive the renewal of Ms [redacted] account and cancel the account without penaltyMs [redacted] no longer has any further contractual 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 – 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 find it regrettable that this was the only way to get this business to make the situation right Sincerely, [redacted] ***

March 1, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 7, 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 has had her contract erroneously extended when she moved the Vivint security system to a new locationShe requests cancellation of her Agreement with no penalty.Vivint’s records indicate that Ms [redacted] ’s Agreement was not extended when she moved her systemMs [redacted] stated she would send a copy of her Agreement documents to verify that they align with the documents Vivint has on fileVivint is awaiting the receipt of these documents.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

March 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her rebuttal, Ms [redacted] states that she has received no contact from Vivint representatives and has not received the processed refund of $Vivint records indicate that Ms***’s refund was processed to her bank account on February 21, A Vivint representative attempted to contact Ms [redacted] by phone at the number which she provided (301) 249-to confirm this information, Ms [redacted] did not answer and a voicemail was leftIf Ms [redacted] would like a receipt for the return she may reach out to the Vivint representative directlyVivint considers this matter 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***Chief Compliance Officer