Vivint Smart Home Security

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 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***

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 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***

July 22, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Lorine D [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, To Whom It May Concern:I have reviewed the information provided by MsD [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsD [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsD***’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***

August 7, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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***’s satisfactionIf Mr [redacted] requires any further assistance, he may contact Vivint’s representative directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 8, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 6, 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 is in the process of being 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

Vivint can go pound salt! They can take the entire amount and send it to collections! I really don't care if that's how they do business! Like I said before the people we referred DO NOT HAVE A CONTRACT!!!! Bull ***!

December 23, 2015Revdex.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:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she cancelled her Agreement with Vivint at the end of her term, but that Vivint charged her for service the month after her written notice was sent Ms [redacted] desires a refund of $and written confirmation that her account is cancelled Vivint’s records indicate that Ms [redacted] provided her written notice of cancellation to Vivint on November 17, 2015, and that her account was cancelled on December 18, A payment was automatically drafted from Ms [redacted] ’s credit card on December 15, 2015, before the cancellation was processed At this time, Vivint will send a refund in the amount of $back to the credit card on file, to refund this payment I apologize for any inconvenience this may have caused Ms [redacted] .Ms [redacted] ’s account is cancelled, and she has no further obligation to Vivint Vivint has sent an email to the address provided on this complaint, to confirm cancellation of 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***

June 29, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Jesse B*** Vivint Account #: [redacted] Date of Agreement: May 13, 2010 Date of Addendum: February 12, 2014 To... Whom It May Concern: I have reviewed the information provided by Mr. B [redacted] and appreciate the opportunity to respond. In his complaint, Mr. B [redacted] alleges that Vivint denied cancellation of his account for over a year. Mr. B [redacted] has moved overseas due to military orders, and now desires the cancellation of his account with Vivint, and a refund of all monies paid since Vivint has received his military orders.Vivint’s records show that on May 13, 2010, Mr. B [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. However, Vivint spoke with Mr. B [redacted] regarding his alarm service on February 12, 2014. Mr. B [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement. Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr. B [redacted] agreed. Indeed, Vivint read the following statement, after which Mr. B [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 Vivint. Mr. B [redacted] contacted Vivint on June 17, 2014, and requested cancellation due to military orders to move overseas. Vivint did not receive Mr. B***’s orders until May 17, 2015. Due to Mr. B***’s orders pre-dating the extension of the contact, Vivint denied Mr. B***’s request for cancellation. To assist Mr. B [redacted] further, Vivint requested documentation of proof of residency to confirm Mr. B [redacted] still resides overseas. Mr. B [redacted] was unable to provide further documentation, so his account remained active. Although cancellation of Mr. Bunge‘s agreement without penalty is not warranted at this time, Vivint has agreed to do so. Vivint has also agreed to refund Mr. B [redacted] one month of service. A total of $ [redacted] has been refunded to the payment method Vivint currently has on file. Mr. B [redacted] has no further contractual obligation to Vivint. 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: [redacted] , attention Department 160 – Legal. Sincerely, Nathan *. W***

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***

August 27, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Melisa B [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, To Whom It May Concern:I have reviewed the information provided by MsB [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsB [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsB***’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***

January 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 5, 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 attempted to cancel in October of 2016; however, his account was charged in January of Mr [redacted] requests a refund of three months of service Vivint’s records indicate that Mr [redacted] ’s required notice of cancellation was received on December 7, Therefore, according to Vivint’s 30-day cancellation policy, Mr [redacted] ’s account was cancelled on January 7, Mr [redacted] ’s billing date did fall within this 30-day period; as such, his account was charged on January 5, In an effort to assist Mr [redacted] , Vivint has agreed to refund his last payment of $Mr [redacted] will receive this refund in his account within 7-business days If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] 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

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

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. Check for $49.99 was received on 6 November 2017. Sincerely, [redacted]

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

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

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***

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