Vivint Smart Home Security

September 25, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 that Vivint’s representative did not state verbally that she would have separate charges, and told her that the credit check was just part of getting approved Ms [redacted] claims that she was not aware of the equipment charge and that Vivint’s representative did not sell her the product in the most accurate or understanding manner Vivint apologizes for any misunderstanding at the time of sale, and as such has agreed to reduce Ms [redacted] ’s monthly services fee by 25% for the remainder of her Agreement term Vivint is unable to rescind the credit check run by Citizen’s Bank for the equipment loan.Vivint maintains its position that, by conducting the pre-installation telephonic survey, it made an effort to confirm the terms and conditions of the Agreement with Ms [redacted] During this recorded Pre-Installation Survey on May 15, 2017, Ms [redacted] represented that she understood that her monthly services fee, payable to Vivint, would be $and her monthly equipment loan payment, payable to Citizen’s Bank, would be $21.31, for a combined monthly total of $(plus any applicable taxes) She represented that she was aware that both her loan and her Vivint Agreement have an initial term of sixty (60) monthsFurther, Ms [redacted] represented that she had reviewed a copy of her Agreement and that Vivint’s representative had explained the terms on the Agreement and did not make any promises 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 Despite this information, Vivint agrees to the above resolution Effective October 15, 2017, Ms [redacted] ’s monthly services fee payable to Vivint is reduced from $to $ This will bring her monthly total for service and equipment to $(plus any applicable taxes) 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

Tell us why here...July 22, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she believes her agreement was at the end of its term in May 2016, however, she further explains that Vivint has tried to collect fees after her cancellation 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 May 12, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsThe end of this term would have been on July 20, Further, Ms [redacted] represented that these terms were clearly outlined on the AgreementVivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Although Ms [redacted] ’s Agreement would have lapsed on July 20, 2016, Vivint agreed to cancel her account on June 22, out of goodwillThe balance on her billing account was $prior to this cancellationVivint is not obligated to waive this balance but has agreed to do soDue to the fact that Ms [redacted] ’s account was never sent to collections, this will have no effect on her credit reportsMs [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 – Legal Sincerely, Nathan *W***

October 14, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 4, 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 sold the property where her alarm system is, and that she has requested cancellation of her account, but Vivint has made it difficult for her to cancel serviceMs [redacted] desires a refund of the monies she has paid to Vivint since attempting to cancel, and for her account to be cancelledVivint’s records show that Ms [redacted] signed an agreement with Vivint on May 4, 2007, in which she agreed that service would continue year to year after the initial term of sixty (60) months, unless cancelled in writing no less than days before the next renewal term (APX/Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on October 3, 2015, and her account was invoiced for the last month of service on October 1, Vivint would like to apologize for any undue delay in the cancellation process At this time, Ms [redacted] ’s account has been cancelled, and she has no further obligation to Vivint In an effort to assist Ms [redacted] , $ [redacted] is being sent back to the credit card on file, to refund the last month’s paymentIf 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 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, Date of Addendum: June 21, Date of 2nd Addendum: July 9, 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 does not recall extending the term of her Agreement with Vivint in 2015, and that now she is unable to cancel her Agreement without penaltyMs [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 June 16, 2007, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Ms [redacted] renewed her Agreement for an additional forty-two (42) months on June 21, Vivint spoke with Ms [redacted] regarding her alarm service on July 9, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in order to lock in her low 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 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

October 22, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that she does not need a security system and she has already been paying for service she has not used Ms [redacted] desires for her contract to be reduced to twenty-four (24) months and to be done with the contract Vivint maintains its position that, due to the signed Purchase and Services Agreement between Vivint and Ms***, cancellation of the Agreement without penalty is not warranted at this timeTo assist Ms***, Vivint has reduced the term on Ms***’s account to forty-two (42) months, instead of the sixty (60) months on her signed Agreement In addition, Vivint has offered to reduce Ms***’s payoff amount by 50%, bringing the total payoff amount to $ [redacted] This offer reduces the total term of Ms***’s Agreement to twenty-eight (28) months of payment instead of the sixty (60) months she agreed to on her signed Purchase and Services Agreement If Ms [redacted] wishes to take advantage of this offer to payoff and cancel her account, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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***

December 15, 2017Revdex.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 respondIn her response, Ms [redacted] states that she did not sign up for Vivint service and does not possess any Vivint equipmentMs [redacted] requests that any contract under her name be cancelled with no penalty Vivint maintains its position as previously statedVivint’s records indicate that an Agreement was signed between Vivint and a MsBrittany [redacted] on August 11, This Agreement contains a signature which is purported to belong to Ms [redacted] Vivint requests that Ms [redacted] provide a copy of her Driver’s License to verify that she did not in fact sign the Agreement in question.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

August 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that her mother has had issues canceling her accountMs [redacted] requests that the account be canceled without any further charges.A representative from Vivint has recently contacted Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] mother’s account has been canceled as of August 30, without any cancelation feesMs [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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 27, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 6, 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 has experienced some confusion regarding the cancellation of her accountAs such, Ms [redacted] requests cancellation of her account.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 satisfactionMs***’s account has been canceled as of January 27, Ms [redacted] no longer has any obligation to VivintMs [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 – Legal Sincerely, Nathan *W***Chief Compliance Officer

July 8, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Denise [redacted] S [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondIn her complaint MsS [redacted] alleges that she experienced a break in at her home and Vivint did not respond to the eventMsS [redacted] also states that she has sent in her police report for reviewMsS [redacted] desires a refund for the cost of the system and for Vivint to reimburse her for lost items Vivint’s records indicate that a representative from Vivint has reached out to MsS [redacted] in an effort to retrieve the police report to review the case furtherMsS [redacted] has stated that she will not send in the police report and that Vivint would be able to see it in courtVivint will need the police report in order to review the event furtherRegardless, Vivint’s records indicate that MsS [redacted] ’s alarm system was not armed on the date of the alleged incidentOn April 12, the alarm system was disarmed by a keyfob device at 03:29:PM, the system remained disarmed until another disarm command was sent on April 27, by a keyfob device at 03:34:PMThe alarm system must be armed in order for Vivint to respond to break in events, Vivint also provides its customers with remote access to the system via an internet connection in order to check on the system and use the automated featuresSince the system was not armed during the event Vivint will not be held liable for any lost items nor is a refund for monies paid to Vivint warrantedIf 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:Vivint DID NOT address the problems we have Faulty components fail, and we have had to contact the phone service techs to solve the problem Temporary solutions fixed one problem, only to have that same problem occur again, or a different problem arise The service tech did arrive on July 17, and could not fix the electronic door lock At that point, we told him that we had NO confidence in the system, and wanted the removal of components He contacted Vivint for approval, and was told to disconnect the entire system He could not remove the components without further authority His contact offered us a rate reduced from the original contract without the monthly charge for the door lock I told him this was unacceptable to us, and to contact us when the problem of the four year contract was resolved We now sit with a disconnected system that is useless to us while paying for services we are not receiving! NO CONTRACT SHOULD BE ENFORCEABLE WHEN THE PRODUCT IS FAULTY AND UNRELIABLE!Service tech badge number: [redacted] His Vivint contact badge number: [redacted] Sincerely, Francis S***

Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Rachael S*** Vivint Account #: [redacted] Date of Agreement: October 12, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS***’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***

February 1, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 12, 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 been experiencing equipment complications with her security system that have not been resolvedMs [redacted] desires for the account to be cancelled without penalty and the equipment removed for her home Vivint’s records show that Vivint has an appointment scheduled with Ms [redacted] on February 2, Vivint has approved changing out the doorbell camera for an outdoor camera if the field service technician is unable to resolve the motion triggered events recordingsTo assist Ms***, Vivint has agree to applied a credit to his billing account in the amount of $158.97, which will cover three (3) months of monitoring feesIf 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 4, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern: In her rebuttal, Ms [redacted] wishes for Vivint to clarify the offer of their previous responseIn Vivint’s previous response, Vivint stated that an appointment to fix the system was scheduled for November 10, Since the initial response, Ms [redacted] has called to reschedule the appointment to November 11, Once the appointment is complete, Vivint believes the equipment concerns will be resolvedVivint approved a credit of $for Ms [redacted] ’ accountThis credit is equal to three months’ worth of Ms [redacted] ’s monthly monitoring feeThis credit will be kept on the account and will deplete every month at the time when the monitoring fee would be collected until the credit runs outIn Vivnt’s previous response, they included a copy of the Pre-Installation call conducted with Ms [redacted] Vivint has once again provided this call with their response for reviewIf 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 15, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Christopher C [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondIn his complaint MrC [redacted] alleges that he did not extend his contractMrC [redacted] desires cancellation of the AgreementA representative from Vivint has recently attempted to contact MrC [redacted] in an effort to resolve his concernsVivint’s records indicate that on July 8, MrC [redacted] did agree to extend his contract for an additional forty two (42) monthsMrC [redacted] received $off his monthly service fee and a free system inspection appointment for his contract extensionMrC [redacted] is free to call into Vivint’s Customer Loyalty department to review this recorded phone callHowever, in an effort to assist MrC [redacted] Vivint will agree to terminate the Agreement without penaltyMrC [redacted] must contact Vivint’s Customer Loyalty department to take advantage of this offer.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

September 17, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that he has had multiple alarms due to preexisting equipment and that he is no longer using the security equipment after moving from the installed residenceVivint’s records indicate Mr [redacted] ’s arms were caused by preexisting equipmentVivint does not have a warranty for preexisting equipmentOn January 1, Mr [redacted] called in to notify Vivint of the issues with the preexisting equipment, at that time Mr [redacted] was informed that he would have to purchase additional sensors to replace his existing equipmentHowever, Vivint will agree to cancel Mr [redacted] ’s Agreement prematurely if Mr [redacted] agrees to pay off his past due balanceUpon receiving the final payment Mr [redacted] will be sent a formal letter of cancellation and will have no further obligation to VivintMr [redacted] ’ past due balance is in the amount of $ [redacted] If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

May 25, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] 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 his 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 8, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond On December 19, 2014, Ms [redacted] made a payment of $Vivint advises Mr [redacted] to contact the collections agency to discuss the amount that is owed If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 10, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Coy C [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, To Whom It May Concern: I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondIn his complaint, MrC [redacted] alleges that he has experienced delay and lack of service in scheduling a move of his Vivint system, and that he will be without service for almost a month He desires to have his system installed in a timely manner, or cancellation of his Agreement without penaltyVivint’s records show that MrC [redacted] notified Vivint of his move on June 12, 2015, and that the original appointment for installation of equipment in his new home was missed At this time, a Vivint Field Service Professional is scheduled to be dispatched to MrC [redacted] ’s home on July 14, 2015, to complete the moveA representative from Vivint has recently attempted to contact MrC [redacted] , in an effort to resolve his concerns Vivint has applied a credit to MrC [redacted] ’s billing account to cover one month of service, for system downtime If MrC [redacted] has any further concerns or questions, he may contact Vivint’s representative who has emailed him with contact information.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***

May 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 19, 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 Vivint did damage to his walls that he did not anticipateMr [redacted] cancelled his account within the three-day cancellation period and is requesting compensation for the damage done to his wallsA representative from Vivint has recently contacted Mr [redacted] in an attempt to resolve this concernAt this time, Vivint has agreed to compensate Mr [redacted] $once the Release and Settlement form has been signed and returnedVivint’s records show that this will resolve Mr [redacted] ’s 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

May 26, 2017Revdex.com of UtahW SSalt 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] explains that he was told that the sales representative was connected to AT&T and that he did not have a contract with VivintAs such, Mr [redacted] requests that credits be placed on his account.A Vivint representative has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’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 May 21, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $plus any taxes each month during that termMs [redacted] also stated that she understood that the sales representative was a seller of Vivint and that the sales representative and Vivint are not associated with any other company Further, Ms [redacted] represented that these terms were clearly outlined in the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the AgreementVivint relied on Ms [redacted] representations to ensure that she understood her and her husband’s commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that Mr [redacted] account has been canceled due to a lack of payment and has been sent to a collection agencyIn an effort to assist Mr [redacted] Vivint would be able to remove his account from collections and reactivate it if he agrees to continue to pay his monthly payment as stated in the agreementIf Mr [redacted] would like to proceed with this resolution then 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