Vivint Smart Home Security

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***

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 as it pertains to the credit that their employee Riley had told me he was going to put on the account, and apparently never did.Further, the issue with the contract language is still unresolvedI will deal with their legal department, now that I have a direct number to them.Thank you for your effortsI will never recommend this company to any of my friends or associates, what a disorganized mess they are most of the timeHowever to end this on a positive note, their employees are always friendly and they appear to be going through the motions of trying to help their customers, even if nothing gets done Sincerely, [redacted]

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

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

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

August 16, 2016 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: November 9, 2011 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he previously requested Vivint to submit a refund of $995 for equipment that he paid for but never received as well as a refund of $49.99 for a month of service. He further explains that he never received these refunds. Mr. [redacted] requests that Vivint refund him the requested amounts. Vivint’s records indicate that Mr. [redacted] ’s credit card was partially refunded $707.35 on June 30, 2016. In an effort to resolve Mr. [redacted] ’s concerns, Vivint has submitted an additional refund of $337.64 to cover 1 month of service that he did not receive and the remaining amount of $995 less $707.35. This refund will go back on his visa card within 7-10 business days. Vivint apologizes for the delay and inconvenience this may have caused Mr. [redacted] . 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W [redacted] 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***

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

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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me It is very unfortunate that it had to come to this; but companies can not use contracts illegally to hold down a consumer...period! Contracts should be filled out completely and list out all the fees applicable such as Labor and Service Companies should plan for fees being waved when its found to not be the customers fault I personally am very tech savy and could have fixed this; but the initial installation of the sensor was cemented to the door leaving it impossible to remove without damage When selling a home automation system; do not say it will work with all the devices in the market because it doesn't You have a list of what you work with and that is it The only reason the skycontrol panel was put in was because the linear garage opener did not work with what I had; but did with the competition Your phone agent put in the replacement request as a courtesy to being told wrongly; yet this one also had a set list of supported devices too and I was told it would actually work with more than the last Funny is how after this new panel went in the other garage sensor went on the frits; another device the new panel prob didn't work with; something else Vivnt didn't do its research on when changing equipment If I would have known this from day one I would have went to another company that was offering the same systems in instead of attacking your business today because I was backed up against a wall Listen to your customers and for a company that says they have the best service; you get a rating from me considering it had to take a legal route within your company and the Revdex.com.I will begin the process of searching for a Canadian owned and operated business for my security needs based on the last response from your legal representative This concludes our business dealingThank you Revdex.com Sincerely, [redacted] ***

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]

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Elisabeth Q [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern: I have reviewed the information provided by MsQ [redacted] and appreciate the opportunity to respondIn her complaint, MsQ [redacted] alleges that damage was done to her home during removal of Vivint’s equipmentMsQ [redacted] desires that this matter be addressed and resolved by VivintA representative from Vivint has recently contacted MsQ [redacted] in an effort to resolve her concernsAt this time, Vivint is awaiting documentation from MsQ***, to proceed in reviewing the incidentVivint’s records indicate that this matter is in progress and a resolution will be reached to MsQ***’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***

March 7, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondIn her complaint, Mrs [redacted] claims she was informed that she was agreeing to a one-year contractHowever, she states that she is now being told that the contract is for five yearsShe further states that her monthly rate is significantly higher than the people she knows who receive the same serviceAs such, Mrs [redacted] is requesting that the account be cancelled or the price updatedAt this time, cancellation without penalty is not warrantedHowever, Vivint is willing to lower her monthly payments by $for the remainder of her agreementVivint’s records indicate that on July 12, 2014, Mr [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of sixty months at a rate of $per month, plus any applicable taxesBy signing the Agreement, Mr [redacted] represented that he understood and accepted all terms contained within the contractSection states that Vivint and the consumer agree to enter into a contract with an initial term of sixty (60) monthsIt also outlines that Vivint will charge Mr [redacted] a $monthly rate instead of the originally typed $79.99.Due to the contract that was signed by Mr [redacted] , the account is currently ineligible for cancellation and the monthly payments are correct However, in an effort to assist Mrand Mrs [redacted] with their finances, Vivint has agreed to lower their remaining payments by $ 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 10, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] * [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 2012To 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 experiencing equipment issuesMs [redacted] further alleges that she has never been satisfied with her Vivint systemMs [redacted] desires to have her System Purchase and Services Agreement (“Agreement”) cancelled.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 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 Ms [redacted] completed the required Pre-Installation Survey on August 3, 2015.During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term Further, 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 Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Cancellation without penalty is not warrantedHowever, Vivint has agreed to help Ms [redacted] and cancel her AgreementMs [redacted] no longer has any 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 – Legal Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because:I as a customer should be able to rely on a salesman giving me accurate information, especially when there is lack of documentation Yes during the call I did agree to the monthly charge and the month contractBut when I'm told day trial with no written information telling me otherwise I assume the salesman is telling me the truthI have yet to receive any information about cancelation, what I signed and any recordings like I have asked forYou can not expect potential customers to know your policies when you give them no information the only information we received is what the salesman gave usSo when asked in the voice conformation if Nathan had went over everything with us we did agree because we believed he was giving us accurate information 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 me I received a phone call from Bea B [redacted] with the legal department of Vivint Security and was advised that they would cancel the account immediately and Thomas Rice would no longer be contacted by their company Sincerely, [redacted] ***

January 17, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has contacted Ms [redacted] , in an effort to resolve these concernsAfter further review, Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual obligation to VivintAn appointment has been scheduled for the removal of Vivint’s equipment on January 18, Following retrieval of the equipment from Ms [redacted] ’s home, Vivint will refund her 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

August 17, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 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 is in the process of being resolved to Ms***’s satisfactionIf Ms [redacted] has any additional 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Do to I have sent vivint back all there equipment and I didn't agree to anything stating months special in a survey who does that then they say they agree to seen someone out but they didn't tell you it will be two(2) weeks before someone come out the tech person sent a email stating they can come out December 12, so you want me to keep jump up in the middle of the nights because there issues with your equipment with alarms and if it was someone try to break in my home I wouldn't know if it was real or a because it goes off when ever it want to it just wasn't at night it also goes off in the middle of the day twice I had to leave my job to check just because its going of as if someone broken in I LOST MY JOB BECAUSE I HAD TO LEAVE GO TO CHECK TO SEE IF SOMEONE BROKEN IN MY HOUSE AND IT WAS A ALARM so yes I cancel do to this issues and I don't have A JOB to PAY know buy out price WHICH you have your EQUIPMENT back so only agreement we will agree on is $dollar you cause me and my kids pain and suffering from this issues and now they are scare because of this issues with the alarm keep going of in the middle of the night so bit the bullet we shouldn't have to pay for something we longer has and it's not monorting anything anymore so I did not agree to 25% off the bill I only will pay $and you can write the rest off due to it's you equipment being know good I should read the review if you notice you has a lot of bad review concern your equipment and sale person contract agreements THANK YOU KNOW THANKS