Vivint Smart Home Security

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meReceived a confirmation letter by legal assistant Megan P [redacted] closing the accountThanks Sincerely, [redacted]

April 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 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 concernsHowever, [redacted] is no longer in serviceVivint’s records indicate that on April 13, 2017, a Vivint technician was sent to Ms [redacted] ’s new home to install her Vivint security systemVivint considers this case resolvedIf Ms [redacted] has any additional questions, she may contact a Vivint representative.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 28, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 11, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this representative and Ms [redacted] have agreed upon a 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

November 29, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 4, To Whom It May Concern:In her rebuttal, Ms [redacted] requests further proof to the validity of the Agreement which she signedShe further explains that the installation of the Vivint Security System caused damage to doors in her homeShe requests $10,as compensation for this damage.Vivint has included a copy of an Esign Consent between Ms [redacted] and Vivint in which she gives her explicit consent for the System Purchase and Services Agreement (“Agreement”), which was previously provided, to occur electronicallyAdditionally, as previously indicated, in the Pre-Install survey Ms [redacted] acknowledged and agreed to an electronic Agreement at that time.In regards to the damage to Ms [redacted] doors; Pursuant to Section of the Agreement Vivint is not responsible for damages arising from the installation of the security system in Ms [redacted] ’s home.Vivint maintains its position as previously statedMs [redacted] must settle the balance of her 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

June 23, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] explains that she tried to cancel during her Right of Rescission time frame because of some confusion with canceling her old security companyAs such, Ms [redacted] requests that her account be cancelled without penalty A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIn an effort to help Ms [redacted] Vivint can cancel the account without any charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipment and if she will mail the $check to the Vivint representative who reached out to herAfter the technician has removed the equipment and the check has been received the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her 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

April 27, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 7, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she moved and that Vivint has been unable to move her system to her new home Ms [redacted] further alleges that she has been charged for service during the months that she has been waiting for the move of her system Ms [redacted] desires a refund of monies paid to Vivint between January and April A representative from Vivint has recently contacted Ms [redacted] , in an effort to resolve these concerns Vivint’s records indicate that a check in the amount of $ [redacted] is being sent to the mailing address on file, to refund the monies paid to Vivint by Ms [redacted] since January Ms [redacted] ’s account is cancelled, and she has no further obligation to Vivint I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

June 15, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Kevin [redacted] Vivint Account #: [redacted] Date of Agreement: July 30, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he has had equipment complications and multiple billing issues with his account, both with his new move and at the time of his initial installation Mr [redacted] alleges that he was never given a promised credit of $99.00, and that he was not given his full refund for the amount his account was overcharged for equipment at the time of installation Mr [redacted] further alleges that he has received conflicting information regarding the cost of equipment He desires cancellation of his agreement without penalty, an explanation of all costs associated with his account, and all promised credits refunded to him Vivint’s records indicate that Mr [redacted] and Vivint’s sales representative agreed upon installation of extra equipment at an additional cost At the time of installation, however, it was discovered that Mr [redacted] would not need the extra equipment that he had been invoiced for Mr [redacted] ’s initial invoice was therefore higher than the cost of his installed equipment Vivint applied a credit to Mr [redacted] ’s account to correct this discrepancy, and a refund was sent back to Mr [redacted] ’s credit card on file in the amount of $ [redacted] The amount of this refund reflects the difference between Mr [redacted] ’s first payment ($ [redacted] ), and the amount that the payment should have been ($ [redacted] ), which includes the activation fee and monthly monitoring fees due at the time of the refund A representative from Vivint has recently attempted to contact Mr, [redacted] in an effort to resolve this matter To assist Mr [redacted] , Vivint has applied the requested credit of $to the billing account, as well as a credit to cover one month of service Vivint would like to apologize for any inconvenience or misunderstanding regarding the billing of Mr [redacted] ’s account Should Mr [redacted] desire a more detailed description of his payments and costs, he may request this from the representative who has emailed him.Furthermore, Mr [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-eight (48) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Cancellation without penalty is not warranted at this time.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 * [redacted]

June 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Jeffery C*** Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondIn her complaint, MrC [redacted] alleges that he has requested cancellation of his wife’s account due to milit**y orders but the request has not been fulfilledUnfortunately, I am unable to find the Vivint account in question with the information given by MrC*** I would advise MrC [redacted] to respond with the address of the premise where the al**m system is, or the name of the account holder, so that I may further review the situation.If you have further questions or concerns reg**ding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Dep**tment – LegalSincerely, Nathan W***

March 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 1, Date of Addendum: December 7, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was tricked into 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.At this time, Vivint agrees to cancel Ms [redacted] ’s Agreement without penalty, effective immediately.Vivint’s records show that on March 1, 2013, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months Vivint spoke with Ms [redacted] regarding her alarm service on December 7, 2015, toward the end of the initial term Ms [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly rate for twelve (12) months 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 the validity of this extension, 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

June 25, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Nykia P [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, To Whom It May Concern:I have reviewed the information provided by MsP [redacted] and appreciate the opportunity to respondIn her complaint, MsP [redacted] alleges that she was misled by a Vivint representative regarding contract terms, and has now moved and is unable to cancel her agreement MsP [redacted] further alleges that she has been paying for service that she has not been receiving for many months MsP [redacted] desires cancellation of the Agreement without penalty, and a refund of monies paid to Vivint during the time she has been without service Vivint’s records indicate that prior to the installation of any equipment, MrNoble P [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 MrP [redacted] completed the required Pre-Installation Survey on September 4, During the recorded Pre-Installation Survey, MrP [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, MrP [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 MrP***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint addressed with Mrand MsP [redacted] their issue with the sales representative in December 2013, and the issue was resolved at that time Pursuant to the signed Purchase and Services Agreement, cancellation of MsP***’s agreement without penalty is not warranted at this timeVivint’s records further show that MsP [redacted] notified Vivint of her move in August 2014, and she was given her cancellation options Vivint applied three (3) months credit to her account at that time, and advised her to call back to schedule the move of her equipmentVivint did not receive further correspondence from MsP [redacted] regarding her move Despite this, Vivint has forgiven the past due balance on MsP***’s account, which covers more months of service that were charged to the account after she had moved.A representative from Vivint has recently contacted MsP***, in an effort to resolve these concerns Vivint is willing to move equipment to MsP***’s new home at no cost to her at this time Alternately, should MsP [redacted] wish to cancel her agreement prematurely, Vivint is willing to reduce her payoff amount MsP [redacted] has also been offered payment plans for this reduced payoff option If MsP [redacted] wishes to take advantage of either of these offers, I would advise her to 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: [redacted] , attention Department – LegalSincerely, Nathan *W***

December 30, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 22, 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 to having equipment complications with her security system that have not been resolved, and that Vivint will not allow cancellation of her Agreement Ms [redacted] desires a refund of the most recent payment made to Vivint, and cancellation of her Agreement without penaltyVivint’s records confirm that Ms [redacted] has notified Vivint of her equipment concerns, and Vivint Field Service Professionals have been dispatched to Ms***’s home on multiple occasions Vivint recently paid a third party contractor to inspect Ms***’s HVAC system, and it was determined that the thermostat issue was caused by a problem with the HVAC system and not Vivint’s thermostat.A representative from Vivint has recently contacted Ms [redacted] via email, in an effort to resolve these concerns Due to multiple equipment complications and per Ms***’s request, Vivint has cancelled her Agreement without penalty Ms [redacted] has no further obligation to Vivint Vivint is willing to refund the most recent payment in the amount of $ [redacted] , if Ms [redacted] will allow Vivint to retrieve its equipment from her home Ms [redacted] may contact the representative who has emailed her if she would like to schedule this appointment.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 16, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 28, 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 concernsIt has been agreed that Vivint will immediately cancel the accountVivint’s records indicate that this matter has been resolved to Mr [redacted] ’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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: I’m a not asking for information regarding my previous tenantsAll I’m asking is to know if if they have canceled they’re services for the property located at [redacted] ***We had to changed the thermostat that was being controlled by my old tenants because it appears that they still had their account active with vivint for my property which they had already vacated since May31, 2017.When we called last week one of the representatives stated that the services for my property were still activeToday when the representative from vivint called he said that he wanted me to fax a document stating that I was the ownerFirst of all , they needed to had obtain permission from me or my husband, owners of the property to install any equipment in our property and second if we have been calling since June why haven’t they contacted My old Tenants to verify that they had already vacated the propertyAnother thing is why are they asking me for legal proof that my husband and I own the property when in the first place they should of asked my tenants for my or my husbands written authorization to allow vivint to install any kind of equipment in our propertyI just would like some kind of proof that the service for my old tenants at the property listed above has been canceled Sincerely, [redacted] ***

December 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 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 $was deducted from his checking account without his consentMr [redacted] desires a refund and cancellation of his agreement without penaltyA representative from Vivint has recently attempted to contact Mr [redacted] , in an effort to resolve these concerns After further review, Vivint’s records show that Mr [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintVivint’s records show that as of December 12, 2017, Mr [redacted] has been refunded in the amount 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

May 11, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 4, Date of Addendum: April 19, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Mr [redacted] ’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 – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: The response made by the business in reference to complaint ID [redacted] is in reference to my contact to the business and request for the refund prior to contacting Revdex.comThe Business finally accepted my cancellation put in in october as indicated by business, but IDo find this resolution Satisfactory Sincerely, [redacted] ***

April 4, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 7, 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 satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 13, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 has been resolved to Ms***’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 3, 2015Revdex.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 experienced alarms, and Vivint was unable to properly troubleshoot the issueMr [redacted] further alleges that a notice of cancellation was sent to Vivint to cancel the account, and he was sent to collections without causeMr [redacted] desires the cancellation and removal his account from collectionsVivint’s records indicate that Mr [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that termA Vivint representative contacted Mr [redacted] on April 17, Mr [redacted] informed the representative that he was satisfied with the service and verbal agreed to renew the agreement for an additional forty-two (42) monthsMs [redacted] contacted Vivint on April 6, 2015, to request cancellation of her account During this conversation with a Vivint representative, Ms [redacted] was informed that the renewal was still activeMs [redacted] disputed this claimThe representative instructed Ms [redacted] to send a written Notice of CancellationVivint does not have record that a Notice of Cancellation was ever received for Mr [redacted] ’s accountVivint’s records further show that Mr [redacted] stopped making his monthly payments after February As such, the account was cancelled for non-payment on June 30, Although the charges are valid, in an effort to assist Mr [redacted] , Vivint has agreed to remove Mr [redacted] ’s account from collections and keep his account closedMr [redacted] no longer has any further obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

March 5, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 12, 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 she has not received her refundMs [redacted] requests that she receive her refund Vivint has overnighted Ms [redacted] a check refund of $Vivint apologizes for any inconvenience this may have caused Ms [redacted] If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer