Vivint Smart Home Security

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: William J [redacted] Vivint Account #: [redacted] Date of Agreement: June 22, To Whom It May Concern: I have reviewed the information provided by MrWilliam J [redacted] and appreciate the opportunity to respondIn his complaint, MrJ [redacted] alleges that he was extended an upgrade offer that was not honored at a later timeMrJ [redacted] desires the original offer to be fulfilled, otherwise he desires the Agreement to be cancelledA representative from Vivint has recently contacted MrJ [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in progress and a resolution will be reached to MrJ [redacted] ’s satisfaction.Should 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 14, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, he explains that he was going to take over an account but the technicians never showed up for the appointmentsHe desires for his and the previous homeowner’s account be canceledA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsVivint has agreed to cancel both of the accounts involvedIf Mr [redacted] has any further questions, he may contact that representativeIf 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***

November 11, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 14, To Whom It May Concern:In his rebuttal, Mr [redacted] alleges that he has received conflicting information in regards to the past due balance owed to Vivint Mr [redacted] desires a formal written notice from Vivint showing the amount owed for services rendered.Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months and the monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Ms [redacted] stopped making her monthly payments after August Therefore, the remaining unpaid balance of her Agreement with Vivint comes to $ [redacted] .Despite the above information, Ms [redacted] ’s Vivint account was cancelled due to non-payment on December 31, 2013, and was transferred to an outside collections agency As such, Ms [redacted] must settle the balance of her account or address any inquiries regarding her account balance with the third party collections agency.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 BW***

May 5, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionIf Ms [redacted] has any additional concerns, 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 – LegalSincerely, Nathan *W***

September 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 7, Date of Addendum: June 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] explains that she has fulfilled her contract, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty In effort to assist Ms [redacted] , Vivint has agreed to immediately cancel her account Vivint’s records show that on January 7, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] regarding her alarm service on June 17, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement 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 Vivint Due to the information above, no refund is warrantedMs [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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

February 8, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, 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 Vivint thermostat was installed incorrectly which resulted in abnormally high energy costs in DecemberMr [redacted] requests that Vivint reimburse him for this energy bill in the amount of $528.14.A Vivint representative has contacted Mr [redacted] in an effort to resolve his concernsVivint has requested that Mr [redacted] send his November, December, and January energy bills for review.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

January 17, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, Date of Addendum: May 18, 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 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.After further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint Vivint’s records show that on May 28, 2012, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement would have lapsed on November 28, However, Vivint spoke with Mr [redacted] regarding his alarm service on May 18, 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 sixty (60) 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 sixty months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintDespite the validation of this Agreement, Mr***’s agreement with Vivint has been cancelled and he has no further contractual 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

January 30, 2018Revdex.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 respondA Vivint representative 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 satisfactionIf he has any further questions or concerns, he 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 3, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Ronald H*** Vivint Account #: [redacted] Date of Agreement: June 26, To Whom It May Concern:I have reviewed the information provided by MrH [redacted] and appreciate the opportunity to respondIn his complaint MrH [redacted] alleges that his alarm system has not worked properlyMrH [redacted] desires cancellation of the account and a refund for monies paid to VivintA representative from Vivint has recently attempted to contact MrH [redacted] in an effort to resolve his concernsVivint’s records indicate that an appointment was completed on July 31, to repair MrH***’s alarm systemVivint believes the issues with the alarm system have been resolvedI would advise MrH [redacted] to contact Vivint’s Customer Care department if problems with the alarm system persistSince the alarm system has been serviced and the issues have been resolved cancellation and a refund of monies paid to Vivint is not warrantedHowever Vivint has placed a credit of $ [redacted] to his account for a month of service and for any system downtime MrH [redacted] may have experiencedIf 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***

October 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] states he did not receive confirmation from Vivint or from Equifax that the credit inquiry was removed from his credit reportMr [redacted] request for the credit inquiry to be removed completely from his credit report.Vivint has received confirmation from Equifax and from the customer that the inquiry was changed to a soft inquiryThese types of credit inquires do not require authorization from a consumerAccordingly, Vivint believes this matter has been resolvedIf 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

April 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he was pressured into buying the systemMr [redacted] requests help in resolving this issue.Vivint’s records indicate that Mr [redacted] signed an agreement with Vivint on June 13, Mr [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly fee of $plus any taxes each month of that termVivint records further show that Mr [redacted] ceased making his contractual monthly payments in January Mr***’s account was then cancelled and sold to an outside collections agency on April 28, Mr [redacted] must settle his account with the outside collections agency at this time.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

April 4, 2017Revdex.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 information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was under the impression that her contract duration would be three (3) years instead of five (5)She is requesting immediate cancellation without penaltyA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve these concerns At this time, Vivint is willing to immediately cancel the account without penaltyVivint’s records show that on August 20, 2013, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Prior to installing the system, Vivint also completed a pre-installation survey with Ms [redacted] , where the contract length was verified againBy signing the Agreement and completing the pre-install survey, Ms [redacted] represented that she understood her contract would last monthsDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to Vivint and the account has been cancelled 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

April 22, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: David [redacted] Vivint Account #: [redacted] Date of Agreement: March 3, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records indicate that a technician was sent to Mr [redacted] ’s home on April 19, Mr [redacted] ’s malfunctioning equipment was replaced with new equipment to resolve the issueVivint is currently working with Mr [redacted] to resolve any damage done to his front doorA third party contractor has been approved to replace the front door at no cost to Mr [redacted] , an appointment will be scheduled between Mr [redacted] and the contractorVivint believes this matter will be resolved upon completion of the contractors repairs 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***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Gene J [redacted] Vivint Account #: [redacted] Date of Agreement: July 31, To Whom It May Concern: I have reviewed the information provided by MrJ [redacted] and appreciate the opportunity to respondIn his complaint, MrJ [redacted] alleges that he has experienced system troubles that have not been resolvedMrJ [redacted] further alleges that Vivint has not allowed for the cancellation of the AgreementHe desires the removal of the equipment and cancellation of the Agreement.Vivint’s records indicate MrJ [redacted] has notified Vivint of this concern, and a Vivint Field Service Professional was dispatched to MrJ***’s home on July 28, to resolve the equipment concernsA representative has recently contacted MrJ***, in an effort to resolve his concernsVivint’s records indicate that these issues have been attended to and resolvedShould 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***

June 12, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Joan [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 matter has been resolved to Ms***’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 * [redacted]

December 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 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 had a house fire and her Vivint alarm did not go off She further states that she is not able to live in her home but Vivint has continued to charge her for service, and that Vivint has removed the equipment from her home but will not consider her Home Damage claim Ms [redacted] desires cancellation of her Agreement without penalty At this time, Vivint agrees to cancel Ms [redacted] ’s Agreement, effective immediately Vivint’s records indicate that Ms [redacted] notified Vivint of the fire, and that Vivint’s Alarm Events department has requested a copy of the fire report to complete a review However, Vivint’s records show that a fire alarm was triggered on August 3, 2016, and that Vivint followed proper procedure to dispatch the fire department to Ms [redacted] ’s home Ms [redacted] ’s signed Agreement states that Vivint is not an insurer of premises, property, or the personal safety of persons at the premises (Section 17) Given these circumstances, it is unlikely that compensation would be warranted for damage or loss caused by the fire.Ms [redacted] is within the initial term of her Agreement and cancellation is not warranted at this time; however, in consideration of her circumstances, 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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

February 28, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 27, 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 been waiting for a refund of monies he paid after returning equipment, but that Vivint has not processed his refund and it has been weeks Mr [redacted] desires a refund of what he paid for the equipment that was returned Vivint’s records indicate that Mr [redacted] purchased his Vivint equipment from Best Buy, and then returned two sensors A refund in the amount of $was processed by Best Buy on February 3, 2018, and another refund of $was processed by Best Buy on February 22, Both refunds were sent back to the credit card on file With these refunds Mr [redacted] has been refunded for both sensors that were returned 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

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 meThey have contacted me and they are refunding me the money and canceling my accountI will update this once this has been completedIt is scheduled for Tuesday July 5, Sincerely, [redacted] ***

March 30, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’ complaint, he explains that he canceled his account in November but continued to be charged by VivintAs such, Mr [redacted] requests that his account be canceled and a refund of all monies paid to Vivint after November A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’ satisfactionMr***’ account has been canceled as of March 27, 2017, and a refund of $was issued on March 23, Mr [redacted] may contact the Vivint representative who reached out to him directly if he 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

Complaint: [redacted] I am rejecting this response because: The situation is not fully resolved, Vivint has made an appoint for 10-31-bet 2pm and 5pm to pick up any equipment installed on my property, this is not the first time an appoint was made Once all equipment has been removed and Vivint issues a receipt for such equipment, this issue is not resolved This issue is still outstanding but on its way toward resolution Sincerely, [redacted]