Vivint Smart Home Security

July 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, 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] satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requests 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

May 4, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 27, 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 husband requested cancellation of his account on April 6, 2015, and that he paid the remaining balance of his agreement at that time Ms [redacted] alleges that the account is still active, and she desires for the account to be cancelledVivint’s records show that Mr [redacted] signed an agreement with Vivint on January 28, 2012, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Mr [redacted] on April 6, 2015, and the remaining balance on his account was paid Mr***’s account was cancelled prior to the end of the thirty (30) days after notice was given, on April 24, 2015, at Mr***’s request.Mr***’s account has been cancelled, and he 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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

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

September 30, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondA representative from Vivint has attempted to contact Mr***Vivint is willing to cancel his account and remove the equipment as requestedVivint requests that Mr [redacted] contact the representative who has been working with him to make arrangements for the removal of the equipment and repairs to Mr***’s home.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***

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 16, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 18, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] states that his Agreement was incorrectly extended by Vivint and that Vivint failed to repair his security systemMr [redacted] requests cancellation of his Agreement with no penalty.Vivint maintains its position as previously statedVivint’s records show that Mr [redacted] had the system moved into a new residence on May 13, 2017, at this time Mr [redacted] ’s Agreement was not extended and his original Agreement remains in full force and effectRecords indicate that Mr [redacted] made no effort to alert Vivint to technical problems with his system following that dateMr [redacted] ceased making payments to Vivint after May In accordance with the Agreement Mr [redacted] ’s account was cancelled and transferred to a third party collections agency on September 29, 2017.Should Mr [redacted] pay the past due balance on his account Vivint is willing to continue service and provide a technician to address Mr [redacted] ’s service issuesIf Mr [redacted] is not interested in this offer then he must settle the balance of his account with the outside collections agency.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 10, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, Date of Addendum: January 28, 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 recently moved and made efforts to transfer her service to the new owner of her home, but that Vivint will not cancel her account and continues to bill her for serviceMs [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty and written confirmation of such.At this time, Vivint agrees to cancel Ms [redacted] ’s Agreement and waive the past due balance of $84.90, effective immediately.Vivint’s records show that on May 18, 2007, Ms [redacted] signed a Purchase and Services Agreement with APXAlarm/Vivint, with an initial term of sixty (60) months Ms [redacted] signed a new sixty (60) month Agreement with Vivint on January 28, in exchange for an upgraded system and to maintain her low monthly rate As such, Ms [redacted] is still within this term for services, and her account was not taken over by a third party Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

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***

October 13, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that she has had issues with the billing serviceMs [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionMs***’s has been canceled as of October 13, Ms [redacted] no longer has any obligation to VivintMs [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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

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***

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***

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 ***!

June 10, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Adam G [redacted] Vivint Account #: [redacted] Date of Agreement: April 17, 2013 To Whom It May Concern:I have... reviewed the information provided by Mr. G [redacted] and appreciate the opportunity to respond. In his complaint, Mr. G [redacted] alleges that he was misled regarding the term of his agreement. Mr. G [redacted] desires to be cancelled without penalty.Vivint’s records indicate that prior to the installation of any equipment, Mr. G [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 Agreement. Our records show that Mr. G [redacted] completed the required Pre-Installation Survey on April 17, 2013 During the recorded Pre-Installation Survey, Mr. G [redacted] represented that he understood and agreed to the initial term of forty two (42) months. He also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that term. Further, Mr. G [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. G***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Cancelation without penalty is not warranted at this time. However in an effort to assist Mr. G [redacted] Vivint has agreed to discount Mr. G***’s contract pay out amount by (10) ten percent.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***

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]

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***

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: February 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond After further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled and he 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

January 7, 2016Revdex.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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that his System purchase and Services Agreement (“Agreement”) does not notify him of his cancellation feesAfter further review, Mr***’s Agreement in Section states the price, payment, financial disclosure and termsRepair, not cancellation, is the proper course of actionVivint Inc(“Vivint”) is willing to offer a one (1) month credit for his services not working and is always willing to troubleshoot and schedule technicians for equipment that is not functioningI would advise Mr [redacted] to contact Vivint’s Customer Care department at ###-###-#### to accept this offer.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 5, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 4, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeAlternatively, cancelation of Mr [redacted] ’s Vivint account is warrantedShould Mr [redacted] wish to accept Vivint’s offer of a free service visit, he may call a Vivint Legal Assistant at 801-221-6728.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: Vivint was fully aware of my cancellation I called and notified, if the representatives did not make note when we talked that is totally their fault and not mine I did what I was supposed to do I have been calling this company for the past several yearsVivint has taken money from me without my authorization for the past several years Each time I called I was told it was cancelled and the payments would stop, yet they continued to take my money They would keep me on the phone for up to an hour or longer They would transfer me to one rep and then another and I would be on hold for up to 10-minutes, they would check in to see if I was still holding When I would say yes they would say please hold we are trying to resolve the matter I would say that's fine I would like for them to pay me my money I have attached my bank account, showing the money being deducted monthlyI would like my money back, please I am not asking for a million dollars, I am just asking for what the company has withdrawn from my account, nothing more and nothing less We are talking about over $1,I think they would do the same too I am only requesting what is fair and right It's about the ethics and respect I feel Vivnt has shown lack of respect to me and my family from taking the money This is money I could have used for my children I am a working citizen, who, like every American lives pay check to pay check So, a month times two years adds up Thank you for your time Sincerely, [redacted]