Vivint Smart Home Security

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

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: 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] ***

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

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

December 12, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 23, 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 has had complications with his door lock that have not been resolved He desires to have his system repaired and a credit for downtime, or cancellation of his Agreement and a refund of all monies paidA representative from Vivint has contacted Mr [redacted] via email, in an effort to resolve this matter Vivint’s records show that Mr [redacted] has a scheduled service visit for December 14, 2016, and Vivint has applied a total of $credit to his account over the past months to compensate for downtime and scheduling frustration If the equipment problems remain unresolved following the upcoming service visit, Vivint will consider alternate resolutions such as cancellation.Mr [redacted] may contact Vivint’s representative directly with any questions or concerns in this matter.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 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

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***

After talking with corporate who agreed that our situation was unsatisfactory the tech came to our house and got everything in working orderThe issue is it took him hrs to do so because the equipment wouldn't cooperate with himHe actually had to completely replace the doorbell and the Electric lock on our house and said that when the lock was initially installed they crimped one of the wires which is why it was continuously shorting out on us and locking us outI checked my account and realized I was charged for the month, at no fault of vivints since the very next day is when I talked to corporate, so I called them and had that charge refundedThe issue started after this, I was on the phone with them for an entire hour and was transferred back and forth between customer care and customer loyalty because no one knew how they could refund my account for the months that I was paying for a service I wasn't getting, and at no fault of my ownFinally the 7th or so person I spoke with said no refund would be given as my account is now terminated and not even corporate can do anything for me (you have your regular techs talk on behalf of corporate now?)I request another call from corporate to have this matter resolvedYOUR OWN TECH ADMITTED TO ME THE DAMAGE WAS FROM INSTALLI am not asking for a entire refund for the duration of my contract, my alarm system still workedI am asking for a refund for the duration of the doorbell being broken and obviously the entire duration that the door lock had been malfunctioningYou guys really need to get your call center together as well Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

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]

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 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 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***

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

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

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***

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]

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] ***

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]