Vivint Smart Home Security

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

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] ***

October 31, 2016Revdex.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:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that his alarm system has not operated correctly since it was installedMr [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penaltyVivint agrees to send a technician to Mr [redacted] ’s home free of chargeVivint’s records indicate that Mr [redacted] has not notified Vivint of any system issues since March 25, and a technician has never been requested since the alarm system was installedIt is important to mention section of the Agreement, which states; “You will test the system’s protective devices and send test signals to the Center in accordance with out instructions at lease monthlyIf a problem occurs you will notify us.” Since Mr [redacted] has not informed Vivint of any equipment issues and has not allowed a technician to resolve any equipment issues he may be experiencing, cancellation without penalty is not warrantedHowever, in an effort to assist Mr [redacted] Vivint agrees to the above resolutionIf 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: We entered a contract based on the fact the the equipment would workWe have had nothing but issues with our equipment and our service since the beginningThey are not keeping their end of this contract with working serviceIt is laughable that we can get working equipmentThe service is always offline, the camera doesn't work, the app doesn't work and we had to get a locksmith to open our front door because the keypad, app and key didn't workClearly Vivint is not upholding their side of this contract Sincerely, [redacted] ***

March 29, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 29, 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] via email, with details informing her that she may call Vivint’s billing department to pay the buy-out 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***Chief Compliance OfficerTell us why here

May 17, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 15, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionMr [redacted] ’s account 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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me However, Vivint was very quick to take my money for a service they failed to fulfill, but was slow in refunding such funds, which resulted in me having to file this complaintIn the future my hope is that Vivint refunds customers' money with the same promptness in which they take those funds Sincerely, [redacted] ***

August 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 31, 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 has had numerous issues with her alarm panel and that she tried to have her System Purchase and Services Agreement (“Agreement”) taken over by her sister but Vivint could not facilitate her sisters installation soon enough and the Agreement was never taken overMs [redacted] desires cancellation without penalty and a refund of all monies paid to VivintVivint agrees to cancel Ms [redacted] Agreement without penaltyAs of the date of this letter Ms [redacted] has no further obligation to VivintVivint’s records indicate that Ms [redacted] gave Vivint permission to transfer her Agreement to her sister on June 1, Vivint did not receive communication from Ms [redacted] ’s sisterPreviously, on August 18, Ms [redacted] ’s sister decided against taking over the Agreement and it remained Ms [redacted] ’s responsibilitySince Vivint has been providing monitoring service to the alarm system a refund of monies paid to Vivint is not warrantedNevertheless, Vivint agrees to the above resolutionIf 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***Chief Compliance Officer

February 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 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 concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfaction Ms [redacted] or her granddaughter may contact Vivint’s representative if they have 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 24, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, Date of Addendum: August 25, 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 has been attempting to cancel her account with Vivint but that nobody called her to follow up on this request Ms [redacted] has been advised that she is still in the term of her contract, but she does not recall signing a new contract since Ms [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on August 25, 2014, Vivint spoke with Ms [redacted] regarding her alarm service Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement with a reduced monthly rate 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 VivintAlthough this verbal extension of Ms [redacted] ’s Agreement is legally binding, Vivint would like to assist Ms [redacted] in this matter At Ms [redacted] ’s request, Vivint has cancelled her account 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 17, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Michael R [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, To Whom It May Concern:I have reviewed the information provided by MrR [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsBarbara R [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MrR [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: [redacted] , attention Department – LegalSincerely, Nathan *W***

November 19, 2015Revdex.com of UtahW SSalt 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 respondMs [redacted] spoke with a representative from Vivint on November 13, regarding these concerns, and Vivint believes that this matter is resolved Ms [redacted] has no further obligation to Vivint, and the past due balance on her account has been waived.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***

In Vivint's response they referred to a telephone survey in which I verbally agreed to the contract of months I would like to hear the voice recording of such survey Since they provided a rebuttal, I would also like to make claim to the $in referral bonuses that were promised I await Vivint to provide audio evidence Thank you Revdex.com for your role in this matter.John *M*** Complaint: [redacted] I am rejecting this response because: Sincerely, John And Debra M***

February 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he was not informed that he would have to buyout the remainder of the contract if he wanted to cancel early and that he did not give permission for the technician to install the system in his homeAs such, Mr [redacted] requests that his account be cancelled.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] entered into an Agreement with Vivint on June 20, Mr [redacted] agreed to an original agreement term of forty-two (42) months and to pay a monthly payment of $each month of that termIn total Mr [redacted] agreed to pay Vivint $2,which is stated on the agreementMr [redacted] also agreed to section of the agreement which gave Vivint permission to install the equipment in Mr [redacted] ’s home.Due to these facts, cancellation of the account without paying the contractual buyout fee is not warrantedHowever, in an effort to assist Mr [redacted] Vivint can discount that fee by twenty-five (25) percentIf Mr [redacted] would like to move forward with this resolution or if he has any questions he may contact the Vivint representative who reached out to him.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

May 19, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, To Whom It May Concern:I have reviewed the information provided by 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 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, [redacted] * [redacted]

September 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, Date of Addendum: June 25, 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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty At this time, Vivint has agreed to immediately cancel Mr [redacted] ’s accountIn addition, the requested refund has been submitted and will go back in their account within 7-business days Vivint’s records show that on May 30, 2011, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Mr [redacted] regarding his alarm service on June 25, Mr [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 [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 Vivint Despite the information above, Mr [redacted] has no 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

February 2, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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***

July 29, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Brian S*** Vivint Account #: [redacted] Date of Agreement: July 4, To Whom It May Concern:I have reviewed the information provided by MrS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrS [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter in the process of being resolved to MrS***’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***

Complaint: [redacted] I am rejecting this response because:The business and I are just talking in circles I agreed to and paid $for installation up front During the sales call I was given a promotional dollar amount to "shop" for big ticket items such as a doorbell, automatic locks, CO detector, etc There was discussion about the visible equipment such as panels and the doorbell The sensors were not discussed and as I stated, I did not realize old equipment was re-used until they stopped working and I attempted to troubleshoot I firmly believe that I would have new sensors if I took out the old ones myself Vivint says otherwise, but the fact remains that promotional equipment and installation fees were agreed upon before anyone from Vivint saw the old sensors It appears we will not agree on that and there is no use re-visiting it The lamp modules were ordered during the sales call as being deducted from the promotional dollar amount mentioned previously Those have already been paid for so to speak and do not require a technician to bring out to my residence Overall, I am disappointed in the response from Vivint We are essentially arguing over less than $when you take into account the payment credit, the for priced sensors and the technician visit Considering I pay over $a month for the service and paid $for the installation, I am on the losing end of this agreement If I was closer to the end of my contract I would guess my response would have been more accommodating As it stands I will end up replacing the sensors myself for my family's safety and wait until I deploy, change duty station or my contract expires to no longer be a Vivint customer Sincerely, [redacted] ***