Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because:The credit to cover one month of service is farcical compare to the hardship I have been through and my doors locks are still not fixedI had another scheduled appointment for today 8/15/between 12-4pmHadn't I called Vivint's Legal Assistant, Carrie J [redacted] at around 12:30pm in response to her email, another appointment would of been missed making it the 5th appointment wasting my time and moneyShe told me that she see's a note that today's appointment was cancelled because the technician didn't have the right equipmentI responded, that no one has called me and told me anythingI just couldn't believe it After we have finished our conversation regarding other matters, she was kind enough to call me back to confirm that she had spoke with the scheduling department and yes the technician was not going to make it and the scheduling department is suppose to call me back to set up another appointmentCarrie made a tentative appointment with me for my repair on 8/8-10amI do hope that the scheduling department calls me to confirm that appointmentBefore I can say that Vivint has resolved of my complaint, I'm going to wait on Carrie's response to confirm that they will replace my old panel with an updated one and camera's for my other property as we discussed earlierAlso, fixing my existing issues with my door locks Sincerely, [redacted] ***

October 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that his sales representative told him that his $activation fee would be waived but Vivint deducted this fee from his bank accountMr [redacted] desires a refund of $Vivint agrees to credit Mr [redacted] ’s account for $as a gesture of goodwill.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 August 29, 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 one-time activation fee of $and 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 [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the AgreementNevertheless, Vivint agrees to the above resolutionIf 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

December 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 19, 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 cancelled her account with Vivint in July 2015, but Vivint continues to charge her for the serviceMs [redacted] desires the cancellation of the account without penalty and a refund of payments made in August through December After further review, Vivint has agreed to the cancellation of her account without penalty and she has no further contractual obligation to Vivint A Vivint representative has recently attempted to contact Ms [redacted] in an effort to resolve these concernsVivint has approved a refund of payments made, in the amount of $ [redacted] , to be refunded to bank account Vivint has on file for Ms***’s 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 – Legal Sincerely, Nathan *W***

May 11, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 27, Date of Addendum: July 8, 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 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 agrees to Ms***’s request for cancellation with no penalty.Vivint’s records show that on April 27, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement would have lapsed on October 27, However, Vivint spoke with Ms [redacted] regarding her alarm service on July 8, 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 VivintDespite this information Vivint agrees to the above resolutionMs***’s Agreement has been cancelled and she 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***

June 1, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 his system has not functioned properlyMr [redacted] desires cancellation of his Vivint agreement without penalty Vivint’s records indicate that Mr [redacted] first called Vivint on January 29, and spoke to a representative about his missing sensorA replacement sensor was mailed to Mr [redacted] ’s homeOn May 20, 2015, Mr [redacted] called Vivint requesting cancellationMr [redacted] was given the cancellation options Vivint offers to its customers; Mr [redacted] declined these offersVivint then offered a reduced payoff to Mr [redacted] to cancel his account; Mr [redacted] declined this offerOn May 29, 2015, a representative reached out to Mr [redacted] and offered an appointment with a Vivint field service professional to resolve his system concern, and two (2) months’ worth of service credited to his accountVivint records indicate this offer was acceptedShould Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ [redacted] If Mr [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, [redacted] * [redacted]

April 12, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 4, Date of Addendum: January 11, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement At this time, Vivint is willing to immediately cancel Mr***’s agreement without penalty Vivint spoke with Ms [redacted] regarding her alarm service on January 11, 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 thirty-six (36) 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 thirty-six months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information mentioned, Mr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

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 appreciate the resolution made by Vivint and the prompt follow up, thank you! Sincerely, [redacted] ***

April 10, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondMr [redacted] ’s Vivint account has been canceled effective immediatelyMr [redacted] has no financial obligation with 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, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 25, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] alleges that her door locks have not been working correctlyMs [redacted] desires cancellation of the Agreement without penaltyVivint’s records indicate that Ms [redacted] has a scheduled technician appointment for October 30, to have the door locks repairedUpon the repair of the door locks Vivint will credit Ms [redacted] account for adequate downtimeCancellation without penalty is not warranted at this timeHowever Vivint will upgrade Ms [redacted] account to premium service, Ms [redacted] will now receive free technician appointments and free battery replacements for the life time of her AgreementIf 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***

June 30, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 2015To 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 experienced multiple issues with her Vivint system and that she was unaware of signing a sixty (60) month contractShe is requesting immediate cancellation without penalty.At this time, Vivint is willing offer Ms [redacted] one month of free service to compensate for any inconveniences that she has encounteredCancellation without penalty is not currently warrantedVivint’s records show that on April 30, 2015, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months By signing this Agreement, Ms [redacted] represented that she understood and accepted all the terms of the contract, including the contract length and Vivint’s disclaimer that the operation of the equipment is not under warrantyIn the Agreement, Vivint promises to repair or service any defective part of the system as soon as possible during business hoursA Vivint technician replaced the panel and doorbell camera and installed a router, free of charge, on June 28, Due to the above information, cancellation without penalty is not warranted at this timeHowever, a month of credit has been applied to Ms [redacted] ’s accountIf 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 19, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 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] alleges that she had sent in her notice of cancellation but her account remained active and she continued to be billedMs [redacted] desires her account to be cancelledVivint’s records indicate that Ms [redacted] called into Vivint on July 7, to upgrade her alarm systemMs [redacted] was granted a free upgrade for a forty two (42) month extensionThis recorded extension is available for review with Ms [redacted] if she desiresVivint has also been providing monthly monitoring service to her homeDue to Ms***’s extension her Agreement is valid and in effectNevertheless Vivint will agree to cancel her Agreement if Ms [redacted] will agree to pay her past due balance of $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 23, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionVivint’s records indicate that Ms [redacted] ’s Vivint account was cancelled on October 16, Ms [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***Chief Compliance Officer

September 26, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, To Whom It May Concern:In their rebuttal, Mrand Ms [redacted] state that they were charged for service not renderedVivint maintains its stance in regards to Mrand Ms [redacted] ’s accountVivint reviewed the call between Vivint’s representative and Mr [redacted] requesting additional equipment on August 31, Mr [redacted] was informed of the cost associated with added the requested equipmentAs such Mrand Ms [redacted] ’s monthly rate was increasedThe Agreement states that Mr [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.5)When the appointment was cancelled, the change in the monthly rate had already occurred but was previously authorizedGiven Mrand Ms [redacted] did not receive the additional equipmentVivint authorized a refund of $to be sent back to the checking account on file and their monthly rate was lowered back to their original rate Cancellation of the account without penalty is not warrantedShould Mrand Mrs [redacted] wish to cancel their Vivint agreement prematurely, they may pay off the remaining balance on their account – currently $4,987.42; however Vivint will take 25% off the payoff amount, bringing it to $3,If Mrand Mrs [redacted] wish to take advantage of this offer, I would advise them 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

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 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] by phone in an effort to resolve his concernsVivint’s records indicate that this matter is in the process of being resolved to Mr***’s satisfactionA check has been issued and sent for $and should arrive within the next 7-business daysIf Mr [redacted] has any questions he may contact a Vivint 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 14, Date of Addendum: May 12, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that his mother unknowingly agreed to a verbal extension of her Vivint agreementMr [redacted] requests that Vivint cancel her agreement At this time, Vivint has agreed to immediately cancel Ms***’s account without penalty Vivint spoke with Ms [redacted] regarding her alarm service on May 12, 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-eight (48) month extension to which MsSnyder 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-eight months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information mentioned, 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

April 24, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that Vivint has not been able to set up service at her new residence, and that she was advised that her account was cancelled but then Vivint continued to bill her Ms [redacted] is now in collections, and she desires cancellation of her agreement without penalty and no further correspondence or obligation to VivintVivint’s records show that Ms [redacted] was offered either a free move or a reduced payoff of her account in January Vivint was unable to reach Mror Ms [redacted] to discuss these offers, and the account was cancelled due to non-payment and was transferred to an outside collections agency on February 28, 2015.Ms [redacted] has recently been in contact with a representative from Vivint and, in an effort to assist Ms***, the Agreement with Vivint has been cancelledMs [redacted] has no further contractual obligation to Vivint, and the account will be removed from collections 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]

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 waited until the deposit cleared before accepting the response. The deposit was made today. I hope to truly be finished with this and I hope Vivint will work on streamlining the Transfer Process, and ensure that no one else is double-billed on the same account. I'm pretty sure that's not legal and the amount of effort I had to put in to ameliorate it might make others give up in defeat. Thank you BBB for your mediation/intervention in this matter as clearly it was needed. Sincerely, [redacted] ***

January 30, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:In her rebuttal, Ms. [redacted] states that Vivint has not refunded a full 2 months of payments back to her parents. She states that the amount refunded should have been $139.98, but they have only been refunded $118.03. At this time, Vivint agrees to send a check in the amount of $21.95 to Ms. [redacted] at the address provided to the RevDex.com. With this check, a full 2 months will have been refunded to Mr. ***. Ms. [redacted] may expect this check in 7-10 business days.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

March 8, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 27, 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 satisfactionShe has no further obligation to Vivint and may expect a refund of her last payment back in her bank account in 7-daysIf 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 6, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: February 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] states that he bought out and cancelled his contract on January 4, but that Vivint did not cancel his account and billed him another $ Mr [redacted] desires a refund of $and cancellation of his Vivint Agreement At this time, Vivint will send a check in the amount of $to Mr***, to refund the payment taken after the account was paid off Mr***’s Agreement was cancelled on February 27, 2018, and he has no further obligation to Vivint I apologize for any undue delay in this process Mr [redacted] may expect his refund check in 7-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