Vivint Smart Home Security

November 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 29, 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 agreed to a month contract; however, Vivint’s sales representative submitted a month contract for Vivint’s recordsMs [redacted] requests cancellation without penalty At this time, cancellation without penalty is not warrantedHowever, in an effort to address Ms***’s concerns, Vivint has lowered her term length to months Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] signed a System Purchase and Services Agreement (“Agreement”) Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home The purpose of the Agreement 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] signed the Agreement on June 29, Upon signing the Agreement, 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 $each month during that termVivint relied on Ms***’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement Despite the information mentioned, Vivint has agreed to the above resolution 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 17, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 4, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, he alleges that a particular sensor has not been communicating with Vivint’s system for an unknown period of timeMr [redacted] is requesting cancellation of his service and a refundOn February 2, 2016, Mr [redacted] called Vivint to express his concern about one of his sensors that was not communicating properlyThis is the first time that Mr [redacted] notified Vivint of this issueTypically, if the system is experiencing this type of malfunction, the customer will get a call or notification on the panel that will inform them of the problemVivint apologizes that Mr [redacted] was never made aware of this issueA representative from Vivint has recently attempted to contact Mr [redacted] via phone and emailVivint has agreed to cancel Mr***’s account and has issued a refund that covers months of service ($ [redacted] )If Mr [redacted] has any further questions or concerns, he may contact the representative that reached out to him via email and phoneIf 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***

January 4, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 26, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, he alleges that he sent in his notice of cancellation on December 9, and that he has been unable to get his account cancelledHe requests cancellation of his account and a refund for the month of DecemberOn June 26, 2012, Mr [redacted] signed the agreement and agreed to the following: “The initial term of this agreement starts on the day this agreement is signed and continues for fourty-two (42) months, and will automatically continue from month to month thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.” Mr [redacted] submitted his notice of cancellation on December 9, As such, his account would have been cancelled on January 9, However, Vivint has agreed to immediately terminate his account and issue him a refund of $***A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsIf he has any 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***

January 4, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that 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

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 Thank you for your helpIt was greatly appreciated Sincerely, Brian C [redacted]

October 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 10, 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 she has not received the $credit that was promised her by the sales representativeMs [redacted] would like this to be fixed.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsMs [redacted] ’s account has been canceled and written off due to lack of paymentVivint’s is willing to activate the account once again if Ms [redacted] will agree to pay the monthly payments outlined in the contractOr Vivint can deduct the $from the amount owed in collections if Ms [redacted] wishes to cancel her account with VivintIf Ms [redacted] would like to move forward with one of these options or if she has any questions she can contact the representative who reached out to her 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

February 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondVivint has received a copy of Mr***’s electric billsA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint agreed to credit Mr***’s account $due to his higher energy cost.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***

February 15, 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he had a brewhen his alarm system was malfunctioning, and Vivint has not resolved the issue with himMr [redacted] desires cancellation of his agreement without penalty, and for Vivint to reimburse him the value of the stolen property Vivint’s records indicate that Mr [redacted] notified Vivint of this break-in, and that Vivint’s Alarm Events department has opened a case for reviewAt this time, Vivint is awaiting documentation from Mr [redacted] , to proceed in reviewing the incidentIf Mr [redacted] will provide Vivint with a police report from this incident, his request for compensation will be further reviewedMr [redacted] may email this documentation to: [redacted] @vivint.com, or fax it to: ###-###-####, for faster processingFurthermore, Mr [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Cancellation without penalty is not warranted at this timeIf 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***

April 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, Date of Addendum: March 11, 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 cancelled her service with Vivint two (2) years ago and continues to be chargedMs [redacted] desires cancellation of her Agreement without penalty and a refund.Vivint’s records show that on August 11, 2011, Ms [redacted] updated her system and 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 February 11, However, Vivint spoke with Ms [redacted] regarding her alarm service on March 11, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement to keep her monthly rate the same 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 VivintAlthough cancellation of Ms [redacted] ’s Agreement without penalty is not warranted at this time, Vivint is willing to assist Ms [redacted] by cancelling the account and waiving the remaining months of the Agreement, effective immediatelyVivint has also waived the past due balance of $ [redacted] on the accountNo further refund will be awarded as Ms [redacted] has been within the extended term of her Agreement.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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to mePer my last communication with Revdex.com, I made a settlement offer to Vivint to save us both the time and frustration for arbitration, which they accepted.They have released me from my contract and provided me satisfactory documentation, which I signed and returned, asking them to invoice me for the settlement amount and release me from my contractual obligation to pay.Thank you for your support in this matter, I appreciated working with the Revdex.com and consider your assistance a key factor in allowing me to resolve this dispute quickly and fairly Sincerely, Dane D [redacted]

Complaint: [redacted] I am rejecting this response because: I don't know how many times I have to say thisYour offer is not acceptableTalk to Mark L***Maybe he can give you some guidance Sincerely, [redacted]

August 26, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 4, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – 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 meThank you! Sincerely, [redacted]

February 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 19, To Whom It May Concern: I have reviewed the response from Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she has had some issues with the serviceAs such, Ms [redacted] requests cancelation of her account.A Vivint representative previously attempted to contact Ms [redacted] via email to resolve her concernsVivint’s records indicate that this matter is has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s was sent her office Cancelation Confirmation stating that her account was cancelled and the balance of the account is $Ms [redacted] may contact the Vivint representative who reached out to her previously if she has any questions or concernsIf 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 25, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Janet T [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, To Whom It May Concern:I have reviewed the information provided by MsT [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsT [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsT [redacted] ’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

December 11, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 16, 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 satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requestsIf 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 18, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [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 respondIn her complaint, Ms [redacted] states that she had a negative sales experience and that her husband was tricked into signing a new Agreement when a technician recently moved their system She further states that the original and new signed Agreements show a price of equipment installed that is not valid, and that she has had equipment complications and is unable to afford a service visit to address themMs [redacted] desires cancellation of her Agreement without penalty At this time, I have credited Ms***’s account for a free month of service Vivint would like to ensure that Ms [redacted] is able to utilize her system as intended, and is willing send a technician to her home at no charge to address her equipment concernsMs [redacted] may call Customer Care at 1-800-216-to schedule this appointment Vivint confirms that Ms [redacted] received an additional camera at no cost in resolution to her concerns regarding her sales experience.Vivint’s records indicate that Mrand Ms [redacted] signed an Agreement on May 18, in which they agreed to a monthly services fee of $69.99, plus any applicable taxes, for an initial term of forty-eight (48) months When the ***s moved into a new home, a new copy of the Agreement was presented to Mr [redacted] so that the Agreement would reflect the new address where equipment was installed At that time, there were months left of the original month term, and the new copy of the Agreement reflected that as well The “total price for services” shown on the Agreement is not the price of the equipment installed Rather, it is the total price the customer will pay over the initial term for equipment and monitoring services This total price reflects the monthly services fee for the amount of months in the term This explains why the total price shown on the original Agreement was $3,while the total price shown on the updated Agreement was down to $2, Sixteen months of the term had already been paid and there was no new Agreement, so the total price for services remaining was lower than the original price.Cancellation of Mrand Ms***’s Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution Ms [redacted] will not be charged for service in February and she may schedule her free service visit with Vivint’s Customer Care department 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 27, Revdex.com of Utah W S Salt 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 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 Mr [redacted] and this representative have agreed upon a resolutionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because:I have reviewed our account with Wells Fargo and there is no refund from VivintWe are happy to grant Wells Fargo permission to verify this information as we have already filed a fraudulent charge complaint with them and they have agreed to contact Vivint on our behalf as wellAt this time, if Vivint cannot provide a refund directly into our account, they should provide a checkthat can be mailed and tracked Sincerely, [redacted]

February 7, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In order to further review Ms [redacted] ’ complaint, Vivint needs additional information regarding Ms [redacted] ’ mother’s accountA representative has attempted to contact Ms [redacted] via phone and emailVivint advises Ms [redacted] to contact this representative so that her concerns may be resolved 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