Vivint Smart Home Security

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]

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

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

November 22, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 26, 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 she has had multiple issues with both the system itself and the billing on her accountMs [redacted] further states a previous representative informed her the matter would be resolve Ms [redacted] desires for her account to be closed without penaltyA representative from Vivint recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time Vivint is willing to forgive the past due amount on the account in addition to waiving the final five months of the Agreement and close Ms [redacted] without penalty Vivint’s records indicate that prior to the installation of any equipment; Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation departmentEvery 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 homeThe 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 Ms [redacted] completed the required Pre-Installation Survey on September 27, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that she would pay a monthly monitoring fee of $each month during that termFurther, Ms [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 AgreementVivint relied on Ms***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Despite the above information, in resolution to this matter, Ms [redacted] has no further obligation to Vivint She may contact Vivint’s representative if she has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 3, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 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] states that she recently downgraded her system after multiple issues with the cameras at her home, and was promised a reduced monthly services fee as well as a $discount for the next months Ms [redacted] states that Vivint has not yet reduced her monthly fee She desires the promised adjustment to her monthly rate, and credit for the overpayment she has made for the past months At this time, Ms [redacted] ’s monthly services fee has been adjusted to $59.99, plus any applicable taxes, for the remaining term of her Agreement The $discount for months was applied, beginning July Vivint previously credited Ms [redacted] ’s account for the first months she overpaid I have applied a credit in the amount of $to reimburse the overpayment for the last months This credit will cover October’s monthly service fee, and part of November’s.Vivint’s records confirm that Ms [redacted] agreed to a downgrade of her service in July 2016, so her monthly services fee would be $59.99, plus any applicable taxes, for the remainder of her Agreement term Vivint also agreed at that time to give her a $credit each month for the next months The $credit was applied beginning in July 2016; however, the monthly services fee was not updated properly until after September’s payment At this time, Ms [redacted] ’s account has been updated to reflect the downgraded and discounted rate, and she has been credited for the overpayment 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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

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

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***

September 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 18, 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 is the conservator but was not consulted in getting the Vivint systemAs such, Ms [redacted] requests that the account be cancelled.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 satisfactionVivint cancelled the account on September 15, Ms [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

December 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 29, 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 you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

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 25, 2017 RevDex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] ***... Vivint Account #: [redacted] Date of Agreement: N/A 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 was misinformed regarding the term length of the contract and the equipment charges. Ms. [redacted] requests that her account be cancelled and that she receive a refund. Vivint’s records indicate that Ms. ***’s account has been cancelled and her refund was issued on September 19, 2017. Ms. [redacted] will receive her refund within 7-10 business days from the issue date. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: They failed to include that I had made separate appointments for reconnection, these appointments were confirmed and nobody showed up or called to say they were not going to show up I missed workdays because of this Also, the one time the technician showed up, I was on my way to work as I never did confirm that appointment For the record, I have contacted Vivint many times and calls promised were not returned Therefore, I feel they violated the contract by not showing up for appointments I made, and at this point I have no confidence in their customer service and hence no confidence in their ability to protect I feel it is in my best interest to move on with a company I have confidence in 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

March 12, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, 2010 To Whom It May Concern:I have reviewed the... information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that she has been experiencing issues with her Vivint technicians servicing her home, and that Vivint has credited her account due to the inconvenience. Vivint will always attempt to arrange the schedule of service to the customer’s convenience. Unfortunately, Vivint cannot foresee technician illness or resignation. In the event of those unpredictable situations, Vivint will offer a goodwill credit, which has previously been provided. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Pamela I [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2013 To Whom It May Concern: I have reviewed the information provided by... Ms. Pamela I [redacted] and appreciate the opportunity to respond. In her complaint, Ms. I [redacted] alleges that her sales representative misrepresented the move policy upon the installation of her system. Ms. I [redacted] desires cancellation of her agreement with Vivint without penalty. Vivint’s records indicate that Ms. I [redacted] had notified Vivint of her intentions to move the system on July 30, 2015. At this time, a Vivint Customer Care representative informed Ms. I [redacted] of the move policy which she alleges is contrary to what was informed to her by her sales representative. Vivint’s records indicate that prior to the installation of any equipment, Ms. I [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 Ms. I [redacted] completed the required Pre-Installation Survey on August 28, 2013.During the recorded Pre-Installation Survey, Ms. I [redacted] represented that he understood and agreed to the initial term of sixty (60) months. She also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that term. Further, Ms. I [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 Ms. I***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. A representative has recently attempted to contact Ms. I [redacted] regarding her concerns with the move policy. In an effort to accommodate to Ms. I [redacted] circumstances, Vivint will waive the cost of the move. Ms. I [redacted] has represented that she has taken the necessary equipment to be installed in the new home. Vivint advises Ms. I [redacted] to call in to our Moves Department in order to schedule a service appointment for installation of the system in the new home. Should 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***

February 26, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, To Whom It May Concern:In her rebuttal, Ms [redacted] states after Vivint reached out to her an offered the cancellation of the account, she noticed the she was charged her monthly monitoring fee the day priorMs [redacted] further states that when she called in to request a refund of the charge, she was unable to get assistanceMs [redacted] request a refund of her service fee for the time her door lock was malfunctioning After further review, Vivint’s records show that Ms***’s agreement with Vivint has been cancelled and she has no further contractual obligation to VivintA refund of her monthly service fee was sent back to the checking account on file on February 23, In an effort to resolve this matter, Vivint will process an additional refund of $ [redacted] This refund is equal to two months of Ms***’s service feeMs [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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

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

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

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***