Vivint Smart Home Security

February 21, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 1, Date of Addendum: February 17, 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 equipment complications as a result of a software issue with his security panelHe explains that Vivint has lowered his monthly rate as a result of this issue but the issue has not been resolvedMr [redacted] request that Vivint correct this software issue with his control panel.At this time Vivint does not have a software version fix to resolve Mr***’s issue, nor do they have an estimation as to when this fix may be releasedIn light of this information, if Mr [redacted] desires to cancel his service Vivint is willing to forgo the cancellation procedure and cancel his Agreement with no penaltyIf Mr [redacted] wishes to accept this offer Vivint request that he contact the representative who has attempted to reach him by phone at (801) 222-5875.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 have talked with Vivint phone representatives several times, and I told them i'm not 100% certain where we will be movingWe think we may be moving out of the country, but we are not certainThe only resolution i'm wanting is a cancellation of my contract without penalties, because I was deceived when signing up for VivintI was told lies and the sales rep knew I would've never signed up for the long term contract, because I kept telling him we are planning of moving out eventuallyIf we do stay within the United States, I have absolutely no use for Vivint anyways, especially after the deception we have gone through with this company Sincerely, [redacted]

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

July 27, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Jeramie B [redacted] Vivint Account #: [redacted] Date of Agreement: October 8, To Whom It May Concern:I have reviewed the information provided by MrB [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrB [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrB***’s satisfactionA refund has been processed to MrB [redacted] in the amount of $ [redacted] I would advise MrB [redacted] to call into Vivint if he does not receive this refundIf 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***

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. Referring to my complaint: If they let me out of my contract, I am pleased and will consider this closed. Thank you! 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 am accepting this response with a large BUT:While Vivint has cancelled the account and removed the collection (for the second time), and sent a separate message of apology, this letter sure tries to avoid making any public acknowledgement of their failingsThey fail to acknowledge that this had already been doneThis entire situation already occurredThey fail to mention or acknowledge that they re-opened something that had already been resolvedThey fail to mention that they had already removed a plethora of excess funds from my account, and had already accepted my final payment, and this matter was already closedWorst of all, they fail to mention that when I called just yesterday to try and explain this to them, have them look over my account, and provide the proper documentation to prove my story (because I have it all), their account manager utterly refused to listenHe went so far as to state that he knew better because he had been working there for years, that I was wrong because the amount was past due, and that I needed to take it up with collections.This practice is incredibly unethical, and I am concerned for those that do not keep all the documentation required to prove themselves, as apparently this business believes that going years in the past and erasing agreements and records, and submitting money to collections when payment is on file, is perfectly acceptable.So while it has been resolved (again), this whole matter leaves me worried for the problems other customers will be/are facing, and makes me wonder how many other people have faced dual payments without the evidence needed to prove they were in the right.Use Vivint with caution Sincerely, [redacted] ***

Revdex.com: I have received my credit Thank you for your assistance in the matter Sincerely, [redacted] ***

August 25, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Kerri W [redacted] Vivint Account #: [redacted] Date of Agreement: October 6, To Whom It May Concern: I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondIn her complaint, MsW [redacted] alleges to having equipment complications with her security system that have not been resolved, and that she lives a significant distance from the premise where the alarm is MsW [redacted] desires cancellation of the Agreement without penaltyVivint’s records show that MsW [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she 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, plus applicable taxes, during that term Vivint Field Service Professionals have been dispatched to MsW [redacted] ’s home to address these equipment concerns, most recently on August 20, A representative from Vivint has recently contacted MsW [redacted] , in an effort to resolve her concerns Vivint has agreed to offer a trial period to MsW [redacted] , during which time she will not be charged for service If, after this period, the system continues to have complications, Vivint will consider MsW [redacted] ’s request for cancellation of the Agreement without penalty.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 26, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, 2013 To Whom It May Concern:I have reviewed... the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. ***’s satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. 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

June 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 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 she has any additional concern, she may contact Vivint’s representative 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: the email credentials attached to said account ( [redacted] @yahoo.com) are linked to a account in Kansas My address is [redacted] *** Please correct this issue and I will accept resolve Thanks Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

September 20, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 10, 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 being resolved to Ms [redacted] ’s satisfaction An appointment is scheduled for removal of Vivint’s equipment on September 29, Following that appointment, Ms [redacted] will have no further obligation to Vivint and will receive a refund of her first payment and her most recent payment If Ms [redacted] has any further questions or concerns in this matter, she may contact Vivint’s representative 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

September 20, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 18, 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 representative and Ms [redacted] have agreed upon a resolutionIf Ms [redacted] has any questions she may contact the representative she has been working with.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***

May 24, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 24, 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 has experienced and issue with the sales representativeShe states that she was told that there was no contract with VivintMs [redacted] ’s desired resolution is cancelation of the contractA representative from Vivint has recently tried to contact Ms [redacted] in an effort to resolve her concernsVivint does not have any records of any promises made by the sale representative other than what is on the contract.In an effort to help Ms [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipment from her homeAfter the technician has removed the equipment 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 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

February 1, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, To Whom It May Concern:I have reviewed the response from Mr [redacted] and appreciate the opportunity to respondIn his response, Mr [redacted] states that he will try and get the phone recording for Vivint’s reviewOnce Mr [redacted] has the recording he can provide it to the Vivint representative who reached out to himIf Mr [redacted] has any questions or concerns he may contact the Vivint representative to contacted 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]

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Jason D [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, To Whom It May Concern:I have reviewed the information provided by MrD [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrD [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved in accordance to MrD***’s request.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 8, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, To Whom It May Concern: I have reviewed the response from Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] rebuttal he explains that he requested to be contacted via traditional mail and Vivint responded to him via emailAs such, Mr [redacted] requests to be contacted by traditional mail.Vivint has sent a letter to Mr [redacted] explaining the resolutionIf Mr [redacted] has any questions or concerns 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