Vivint Smart Home Security

January 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 1, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that she was not given the option to take over the exiting account at his address which made his contract with Vivint have a longer term lengthAs such, Mr [redacted] requests that six months of credit be placed on his account.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionVivint has placed months of credit on Mr***’s accountMr [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

October 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 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 satisfactionIf he has any further questions or concerns, he 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

February 2, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, Date of Addendum: July 23, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was tricked into verbally renewing her AgreementMs [redacted] further states she does not believe she should be held to the extended termShe desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve these concernsAt this time, Vivint is willing to waive the extension of Ms [redacted] ’s Agreement and cancel her account Vivint’s records show that on May 31, 2012, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint went to Ms [redacted] ’s home and spoke with her regarding her alarm service on July 23, During this visit, Ms [redacted] signed a new Agreement with a term of forty-two (42) monthsDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to Vivint She may contact Vivint’s representative if she has any further 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

October 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint records indicate that Ms***’s payment of $was received on September 25, Therefore, in accordance with Vivint’s earlier letter Vivint agrees to annul the verbal extension to Ms***’s AgreementMs***’s account will continue month to month and can be cancelled by her with thirty (30) days prior written noticeA copy of this letter has been mailed to Ms***.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***

September 4, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 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 her system’s remote access function has not workedMs [redacted] desires cancellation without penaltyVivint’s records indicate that on August 28, Ms [redacted] had called into Vivint and a representative was able to get her access to her system remotelyMs [redacted] has been approved for a free technicianIf Ms [redacted] desires she can redeem this free appointment and a technician will resolve any issues with her system and her remote accessVivint’s remote access capabilities are an added package to the monthly monitoring serviceSince Vivint has been providing monitoring service for the term of the Agreement cancellation without penalty is not warranted at this timeIf 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 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern: I have reviewed the response by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s response, she explains that she is not satisfied with the resolution presentedMs [redacted] requests that her account be canceled and the money credited to her account be refunded back to her.A representative from Vivint has previously attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this issue has been resolved to Ms***’s satisfactionMs***’s account has been canceled as of January 24, 2017, and a refund of $has been issued to go back to Ms***’s checking account that Vivint has on fileMs [redacted] may contact the Vivint representative who previously reached out to her 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

December 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, 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 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

October 7, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 1, 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 promised a free move by her sales repMs [redacted] desires a free move of her systemVivint will honor Ms [redacted] ’s promise for a free moveI would advise Ms [redacted] to call into Vivint to schedule a time for a technician to come to her new home and install her security equipmentThis installation will have no costHowever Vivint will require Ms [redacted] to remove her main panel and take it with her to her new address or schedule a time for a Vivint technician to remove the main panel from the address that it is located and take it to her new home, this appointment will also have no feeIf 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 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 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 was misled by a Vivint representative regarding the term of his agreementMr [redacted] desire a refund of payments made after he first requested cancellation of the account in September Vivint’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 7, 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 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 Agreement Contrary to Mr [redacted] allegations, Vivint has no record of a request for cancellation on the account prior December 8, Nonetheless, the original agreement had an end date of December 7, Vivint did not receive a written notice of cancellation day prior to the desired cancellation date, so the account continued on a month to month basis (Section 2.4)Mr***’s account was cancelled on January 8, A refund of payment made between the months of September to January is not warrantedHowever, in an effort to resolve this matter, Vivint has agreed to refund Mr [redacted] $ [redacted] back to the checking account on file; the total amount paid to Vivint in January 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***

December 5, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 Vivint continues to charge him for equipment he no longer has, and that he was lied to at the time of sale Mr [redacted] desires a full refund of monies paid and removal of the Vivint system from his home A representative from Vivint has contacted Mr [redacted] via email in an effort to resolve this matter Mr [redacted] ’s equipment loan was reduced and a new copy was sent to him on December 1, In addition, Vivint is willing to cancel Mr [redacted] ’s service and further reduce his equipment loan by 30% if he still desires to cancel.Vivint’s records indicate that Mr [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to a monthly services fee of $and a monthly payment of $toward the equipment loan, for a total monthly fee of $He also represented that he understood the initial term of the service Agreement and equipment loan would be sixty (60) months, and that Vivint’s sales representative did not make any promises which were not written on the AgreementMr [redacted] requested a downgrade of his system shortly after installation to reduce his monthly costs, and Vivint agreed However, it took a few months to have the loan paperwork from Citizens Bank changed, and Vivint applied credit to Mr [redacted] ’s account to offset the extra amount he was being charged.Although cancellation of the Agreement and equipment loan are not warranted at this time, Vivint agrees to the above resolution If Mr [redacted] still wishes to cancel his service Agreement, Vivint is willing to cancel it without penalty In addition, Vivint will reduce the payoff balance of Mr [redacted] ’s equipment loan by 30%, bringing it from $1,to $ Mr [redacted] may contact Vivint’s representative directly to accept 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: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

October 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 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 cancelled his System Purchase and Services Agreement (“Agreement”) in April of but Vivint continued to charge him for serviceMr [redacted] desires his Agreement cancelled without penalty and for Vivint to stop all attempts to collect a debtVivint agrees to waive any past due balance and to cancel Mr [redacted] ’s Agreement without penaltyAs of the date of this letter Mr [redacted] has no further obligation to VivintVivint’s records indicate that Mr [redacted] called into Vivint on April 12, to inform Vivint that he desired cancellation, he later decided that he would like to move his system into his new residence and Vivint granted him with a month long deferment so Mr [redacted] could move into his new home and would not have to worry about paying his service fee while he was moving residencesMr [redacted] then decided that he would like to cancel his AgreementSince the process of cancellation was stopped to facilitate a move the cancellation process had to be started anewSince Mr [redacted] did not complete his second cancellation request his Agreement remained active and he was charged for monthly serviceNevertheless, Vivint agrees to the above 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 – 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 Sincerely, Sam L***

October 30, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 1, 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 she has no 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

May 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, Date of Addendum: October 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] explains that he has had issues with the equipment working and he does not recall extending his agreement termAs such, Mr [redacted] requests that his account be cancelled.A Vivint representative has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint agrees to cancel Mr [redacted] account without penalty.Vivint’s records show that on May 21, 2010, Mr [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 in November However, Vivint spoke with Mr [redacted] regarding his alarm service on October 28, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of her agreement Based upon this representation, Vivint offered a forty-eight (48) month extension to which Mr [redacted] agreed Indeed, Vivint read the following statement, after which Mr [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 resolutionMr***’s account has been cancelled as of May 17, Mr [redacted] no longer has any obligation to VivintIf Mr [redacted] has any questions or concerns he may contact the Vivint representative who reached out to him.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 spoke with Bea from Vivint and she will be sending a tech Friday and crediting me for the service call as well as an additional month So long as the issue is resolved when the tech comes out then I will consider this resolution is satisfactory to me Sincerely, [redacted] ***

August 14, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that her account was supposed to be cancelled; however, her account continues to be charged Vivint’s records indicate that Ms***’s account has been cancelled and she has been refunded the amount of $Vivint apologizes for any undue delay or inconvenience this may have caused 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

December 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] ***Vivint Account #: [redacted] Date of Agreement: September 18, 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 no one has lived in the home where the Vivint system is installed for the last three years, and that the system was removed from the home entirely in July of He further alleges that despite the fact that Vivint was not monitoring during this time, Vivint refused to honor his request for cancellation and continued to bill him though he had moved from the homeMr [redacted] requests cancellation of his System Purchase and Services Agreement (“Agreement”).Vivint’s records confirm that Mr [redacted] entered into the original Agreement on September 18, for an initial term of monthsHowever, Vivint spoke with Mr [redacted] regarding his alarm service September 30, and offered a forty-two month extension to which Mr [redacted] agreedAs such, the term of Agreement does not lapse until March 18, Unfortunately, changing residence is not grounds for cancelling the AgreementMr [redacted] agreed to pay $***, each month throughout that termWhen a customer has moved from the location where the system was initially installed, Vivint makes various options available to ensure that they can fulfill the obligation under the terms of their Agreement, such as moving the system to their new residenceContrary to Mr***’s representations, Vivint’s records indicate that it continuously received signals from Mr***’s system until June 22, 2015, at which time Vivint received a signal that indicated that power to the system had failedBased on Mr***’s representations, presumably this is when his son unplugged the systemWhen this occurs, customers receive an automated call to notify them of the failureMr [redacted] could have contacted Vivint at any time to reconnect the systemVivint cannot support any allegation that Mr [redacted] was not billed in accordance with his Agreement, or that Vivint failed to provide monitoring servicesHowever, in order to assist Mr***, Vivint will cancel Mr***’s account and will refund him any payments after his Notice of Cancellation was received on July 15, Total refund will be $ [redacted] from payments made in the months of August and SeptemberIf 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 2, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA Vivint representative has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is currently being resolved to Ms [redacted] ’s 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

September 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that a sales representative from Vivint came to his home late at night and acted unprofessionally Mr [redacted] desires for Vivint to take disciplinary action in this matter.I have reported this activity to the Sales Manager in Mr***’s area I have also requested that Mr [redacted] be placed on a Do Not Visit list so that he will not receive further contact from Vivint’s representatives 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

March 24, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 24, 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 in September of her service was transferred to a friend who then relocated out of the countryMs [redacted] states that the service should have been cancelled at that timeShe requests cancellation of her Agreement with no penalty and a refund of payments.Vivint records indicate that Ms [redacted] did attempted to transfer her service to [redacted] in September of However, Ms [redacted] did not sign paperwork and relocated to Taiwan before the transfer could be completedAs the account transfer was not completed Ms [redacted] is still responsible for her account.A representative from Vivint has recently contacted Ms***, in an effort to resolve these concerns Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $3,691.48; however, in an effort to assist Ms***, Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $2, Alternately, Vivint has offered to waive the fee if Ms [redacted] wishes to have her system movedIf Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or she may contact the representative she has been working with 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***