Vivint Smart Home Security

December 21, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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] alleges that she has not been satisfied with her Vivint service for the length of her Agreement term, and that she has recently requested cancellation as it is the end of her initial term, but Vivint continues to bill her for serviceMs [redacted] desires cancellation of her Agreement as she has fulfilled her initial termVivint’s records show that Ms [redacted] signed an agreement with Vivint on July 11, 2012, in which she agreed that service would continue automatically after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) Ms [redacted] ’s initial term ends on January 10, A written notice of cancellation was provided by Ms [redacted] on December 15, 2015, and her account was invoiced for the last month of service on December 10, Pursuant to the signed Agreement, Ms [redacted] ’s account would be cancelled thirty (30) days following the written notice, on January 15, Vivint will cancel the account at the end of the initial term, on January 10, 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

January 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [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***

May 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A 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 a sales representative from Vivint attempted to sell her a system, but she found him to be misrepresenting the agreementMs [redacted] desires for the sales representatives to be held accountable for their sales tactics.The sales representative in question is employed by Smart Home Pros, Inc(“Smart Home Pros”)Ms***’s complaints have been reported to Smart Home Pros regarding the Vivint dealer who knock at her doorIf 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***

Have still been unable to make contact with Vivant I will try again today They always just put me on hold indefinitely I would like to have the account cancelled without them charging us for another six months What is so frustrating is having to pay for service that we are not getting in the first place They won't give us a refund for the amount of time they weren't monitoring the service and I don't feel they should be able to keep taking payment for nothing Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

February 24, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint Inc(“Vivint”) has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] and Vivint have reached an agreement in regards to this matter 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***

August 19, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Quentin L*** Vivint Account #: [redacted] Date of Agreement: July 18, To Whom It May Concern:I have reviewed the information provided by MrL [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrL [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrL***’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

September 14, 2017 RevDex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] ***... Vivint Account #: [redacted] Date of Agreement: May 29, 2014 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 moved from the residence where the system is installed and that she has attempted to cancel her account without success. Ms. [redacted] requests that Vivint cancel her account. At this time, Vivint is willing to immediately cancel Ms. ***’s account without penalty. However, 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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on May 29, 2014. 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 $63.99 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. ***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Despite the information mentioned, Ms. [redacted] has no further financial obligation to Vivint effective immediately. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W [redacted] Chief Compliance Officer

February 18, 2016 RevDex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] ... Vivint Account #: [redacted] Date of Agreement: July 16, 2011 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] ’ satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W***

November 17, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 2017 To Whom It May... Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted] ’s complaint he explains that he has had difficulty cancelling his account despite presenting his military orders to Vivint. As such, Mr. [redacted] requests that his account be cancelled without penalty.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted] ’s satisfaction. 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

July 6, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Doug C [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, To Whom It May Concern:In his rebuttal, MrC [redacted] alleges that Vivint’s field service professional did not provide adequate service, and as such MrC [redacted] had to call in to Vivint’s Customer Care department to resolve his concernsMrC [redacted] desires an additional $credit on top of the downtime credit Vivint has previously offered Vivint values and appreciates MrC [redacted] ’s feedback about his field service experienceMrC [redacted] ’s feedback has been submitted and the appropriate action is being carried outVivint’s records confirm MrC [redacted] was able to resolve the concerns over the phone with Vivint’s Customer CarePrior to MrC [redacted] appointment with a Vivint field service professional, a Vivint representative reached out to MrC [redacted] in an effort to resolve his concernsThis representative also followed up with MrC [redacted] after the scheduled appointment to ensure any addition concerns were taken care ofMrC [redacted] account was credited three months of service for system down timeVivint would like to assist MrC [redacted] further in regards to his additional concerns; Vivint has applied an additional month of credit to MrC [redacted] ’s account 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***

I have question can some one from legal give me a call I would be willing to keep the contract with the waiving of those fees but I need it moved to a different location and I would like to convert my contract to my business I may be reached at ###-###-#### Ivan can pick the system up immediately and reinstall in after the holidays and I would be willing to go ahead and make the payment on time but I would to communicate this and have an understanding and if this is not doable then my other is to be refunded and you can pick up the equipment ASAP

November 17, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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] alleges that he has been experiencing system malfunctionsMr [redacted] desires cancellation without penalty Vivint’s records indicate that Mr [redacted] had called into Vivint on November 9, 2015, his account was approved for cancellation without penalty at that timeMr [redacted] has an appointment for November 24, to have the alarm system removed from his homeVivint believes this matter to 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: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

January 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal Mr [redacted] has provided Vivint with an invoice from his preferred contractorVivint has forwarded this new document to his Home Damage claim managerUpon review of the invoice Mr [redacted] ’s claim manager will reach out to him to reach 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: (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: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me provided they do not take a payment out of my account in January The reply stated that they will cancel at the end of the initial term, on January 10th, which is the same day my automatic payment comes out of my checking account I was already informed by a Vivint employee that they will take the January payment out of my account and I will not be credited a pro-rated amount when my account is eventually cancelled MrW [redacted] stated that I have no further obligation to Vivint, and I truly hope that is the case as opposed to what the customer service rep I talked to told me Sincerely, [redacted]

July 7, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Christina D [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, To Whom It May Concern:I have reviewed the information provided by MsD [redacted] and appreciate the opportunity to respondIn her complaint MsD [redacted] alleges that her account with Vivint has been cancelled but she continues to be billed and contacted by VivintMsD [redacted] desires the billing to stopVivint’s records indicate that MsD [redacted] ’s account has been cancelled and the billing account has been cleared of any amounts dueMsD [redacted] has no further obligation to Vivint and should no longer be contacted by Vivint’s billing department to collect a debt.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***

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 meSincerely, [redacted] ***

November 21, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he initially arranged for Vivint to install the system; however he decided not to get the systemMr [redacted] is requesting a full refund Vivint’s records indicate that Mr [redacted] ’s account was refunded the amount of $on November 11, and he should receive this amount within 7-days from that date 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

Complaint: [redacted] I am rejecting this response because: Contrary to the response, we have not received a refundIn fact our bank account was debited an additional month service charge on January 18, of $ 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 Sincerely, [redacted] *