Vivint Smart Home Security

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 will keep a record of the response in the case that Vivint continues to bill meThank you Sincerely, [redacted] ***

September 29, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 26, Date of Addendum: November 26, 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 without Vivint service since January of due to an issue with the cellular chip in his control panelMr [redacted] explains that he has attempted to discontinue service and that Vivint continues to bill himMr [redacted] requests cancellation of his Agreement and a refund of payments made during the time he was without serviceA Vivint representative has contacted Mr [redacted] ’s wife Veronica [redacted] and agreed to refund payments made between January 22, when service to Mr [redacted] ’s panel ceased and September 5, when a Vivint representative visited Mr [redacted] ’s home to replace the cell chip and resolve service issuesA refund in the amount of $has been processed to Mr [redacted] ’s accountHe can expect to receive this refund within the next 7-business days.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***

Revdex.com: Thank you for responseAfter I filed this complaint, VIVINT did finally agree to allow me to cancel without penalty, refund what I have paid and pick up their equipmentThey are scheduled to pick up the equipment on Friday Oct and refund $As long as that occur, the following statement is trueI 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]

September 25, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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 difficulty canceling her accountAs such, she requests that her account be cancelled.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 satisfactionVivint has cancelled Ms***’s account as of September 25, 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

December 21, Revdex.com of Utah W S Salt 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 respond In her complaint, she explains that she has experienced technical issues with her systemShe further explains that she attempted to cancel her account in June of 2016; however, her account remains activeMs [redacted] requests cancellation of her account At this time, Vivint has agreed to cancel Ms [redacted] ’s account and waive the past-due balance 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 July 10, 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 $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 Vivint received Ms [redacted] ’s notice of cancellation on June 29, Following this notice, Ms [redacted] was informed that her contract did not expire until 7/10/She was then given her options of either having someone take over her account or paying a buyout for the remaining months left in her agreementVivint did not advise Ms [redacted] that her account would be cancelled Despite the information mentioned and out of goodwill, 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: while they may have FINALLY gotten someone out to fix the current issue we are still having a problem off and on with the system We also feel like we should be entitled to a partial credit of some sort for the system not working properly for an extended period of time (in excess of week); the time missed from work for an appointment scheduled by the business that resulted in a no-show by their representative; and also the time spent having to repeatedly contact Vivint to try to get the issue correctedThis would be a satisfactory resolution from our perspective: that the business take ownership for their repeated failure to provide timely and cooperative repair service and that they issue a billing credit for all our time, trouble and frustration Sincerely, [redacted] ***

December 11, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 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] alleges to having equipment complications with her security system that have not been resolvedMs [redacted] desires the cancellation of her system without penaltyVivint’s records indicate that Mr [redacted] first notified Vivint of his equipment concerns on October 27, Mr [redacted] informed a Vivint representative that his garage opener was recently stolenOn October 30, 2015, Mr [redacted] reported believed his garage opener was opening on his own due to an open signal coming through on his garage sensorVivint attempted troubleshooting over the phone to resolve the issueOn November 18, 2015, Mr [redacted] called in and reported he was still experiencing the concern with his garage opener, so Vivint scheduled an appointment with a Vivint field service professionalOn November 21, 2015, a Vivint field service professional was dispatched to Ms [redacted] ’s home, and added an additional relay in case it was a signaling issue causing the concernOn December 2, 2015, Ms [redacted] reported she still had a concern with the garage openerA second appointment was scheduled on December 4, On December 4, 2015, the field service professional dispatched to Ms [redacted] ’s home noted Mr [redacted] inform him that he had disabled his garage opener but the problem still existedThe field service professional explained if he disable the garage opener and the sensor still is reading as open, it could possible just be an issue with the sensor itself and not his garage opening on its own Vivint records further indicate a Vivint field service professional is being dispatched to Ms [redacted] home on December 11, The assigned field service professional is instructed to inspect the sensor and possible replace itCancellation of the system 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 – Legal.Sincerely, Nathan *W***

July 16, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 5, 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: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

September 26, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 13, 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 a Vivint sales representative informed her grandfather that Vivint was buying out his current alarm company, [redacted] She goes on to explain that based off of this representation, Vivint fraudulently sold Mr [redacted] a new and upgraded security systemMs [redacted] requests that Vivint refund Mr [redacted] all monies paid and reinstall his previous alarm system Vivint has previously been in contact with Ms [redacted] and agreed to refund Mr [redacted] $to cover the monies paid and reimburse him $to have the previous system reinstalled by [redacted] Vivint has also agreed to cancel the account upon the receipt of the equipmentVivint has attempted to contact Mr [redacted] via phone; however, Vivint has not been able to reach him Vivint’s records indicate that prior to the installation of any equipment, Mr [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 Mr [redacted] completed the required Pre-Installation Survey on August 13, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-eight (48) months He also represented that he would pay a monthly monitoring fee of $each month during that term Further, Mr [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 Ms [redacted] responded affirmatively to the following questions: Do you understand that Vivint and Parker are not affiliated with [redacted] ? Do you understand that you are responsible for cancelling the agreement with [redacted] and for any agreement fees or termination fees with [redacted] ? Vivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Despite the above information, Vivint will honor the offer of cancelling the account upon receipt of the equipmentTo schedule the appointment for the system pick-up, Mr [redacted] may contact the representative who has left voicemails on his phone 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

March 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 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 concernsMs [redacted] was not available but a time was scheduled to speak with Ms [redacted] to resolve her complaintIf 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

March 25, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 8, 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 her concernsVivint’s records indicate that this matter is in the process of being resolved to Mr***’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***

Tell us why here...June 1, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: November 14, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that he has experienced difficulty with his system since December He further explains that Vivint has failed to fix the issuesMr [redacted] requests cancellation of his account and a refund of all payments made since December At this time, Vivint is willing to cancel Mr [redacted] ’s account without penaltyVivint received a phone call from Mr [redacted] on December 7, regarding his camerasOn this phone call, Mr [redacted] was properly assistedVivint did not receive any contact from Mr [redacted] until approximately three months later when Mr [redacted] contacted Vivint on March 9, On March 15, 2017, a technician was sent to Mr [redacted] ’s home to inspect his systemThe technician stated that the customer did not answer the phone and was not home Following this appointment, Vivint did not receive any further contact from Mr [redacted] until two months later on May 5, On this phone call, Mr [redacted] was properly assistedOn May 22, 2017, Mr [redacted] contacted Vivint and a visit from a Vivint technician was offered to Mr [redacted] ; however, Mr [redacted] declined this offer Due to the information mentioned, no refund is warranted as Vivint has attempted to address Mr [redacted] ’s concerns by sending a technician on numerous occasions Despite this information, Mr [redacted] has no further 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 – Legal Sincerely, 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 information provided by Ms [redacted] and appreciate the opportunity to respondIn his complaint, Ms [redacted] explains that the sales representative told him that when he moved Vivint would replace all of his equipment for free in his new homeMs [redacted] moved and found out that Vivint would not install new equipment and Ms [redacted] needed his old equipment for Vivint to installMs [redacted] is requesting help to resolve this issue.At this time Vivint agrees to discount Ms [redacted] ’s contractual buyout fee by fifty (50) percentOr if Ms [redacted] provides the recoding of the sales representative promising the equipment would be installed for free, Vivint agrees to cancel Ms [redacted] ’s without penalty or install a new system in his new home at no cost.A Vivint representative has recently attempted to contact Ms [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 a System Purchase and Services Agreement (“Agreement”) with the customer and will not install any equipment in the customer’s homeThe 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 20, During the recorded Pre-Installation Survey, Ms [redacted] represented that he understood and agreed to the initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $plus any taxes each month during that term Further, Ms [redacted] represented that Vivint’s representative did not make any promises or commitments which were not written on the Agreement; this included Vivint installing free equipment in Ms [redacted] new home if he movedVivint relied on Ms [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Because of this information Vivint agrees to the above resolution of discounting Ms [redacted] ’s early termination fee by fifty (50) percentOr one of the other resolutions presented if Ms [redacted] provides adequate record of the sales representative promising free equipment.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 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 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

December 4, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: November 22, 2014To 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 – Legal Sincerely, Nathan *W***

January 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 23, 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 moved from the location where the system was originally installedShe further explains that she currently lives in a rental and is unable to have the system installedMs [redacted] requests cancellation of her account At this time, Vivint is willing to cancel Ms [redacted] ’s account if Ms [redacted] is willing to pay the remainder of the contractCurrently, Ms [redacted] ’s payoff amount is $1,Vivint is willing to reduce this amount by 50% which lowers the amount to $ It should be noted that 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 April 23, 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 $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 If Ms [redacted] would like to take advantage of this offer, she may contact [email protected] Despite the information mentioned, Ms [redacted] has no further 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

June 9, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 3, 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 misled in regards to the total amount of her contract priceMs [redacted] further states that her signature was forged on many Vivint contractsMs [redacted] request additional equipment to be taken off her original Vivint loan, and for Vivint to honor the original Vivint signed.Unfortunately, I am unable to find a Vivint account in Ms [redacted] ’s nameThe address provided by Ms [redacted] is associated with a different Vivint customerIf 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 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 3, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that the service provided was not what he had agreed uponAlso that his old alarm system had been removed and is no longer operationalMr [redacted] requests that Vivint honor was as told him when he purchased the system.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 is being resolved to Mr [redacted] ’s satisfactionMr [redacted] ’s account has been canceled and there is appointment scheduled for January 7, for the removal of the system from his homeA Vivint Claim Resolution Representative has also attempted to contact Mr [redacted] to investigate the option of Vivint covering the cost of the reinstallation of Mr [redacted] ’s old security systemMr [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

January 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondIn her rebuttal Ms [redacted] requests clarification about Vivint cancelling her System Purchase and Services Agreement (“Agreement”) without penaltyVivint has cancelled Ms [redacted] ’s Agreement as of December 28, without penaltyTo clarify this, Vivint will not charge Ms [redacted] any further fees to cancel her AgreementVivint apologizes for any confusion in thisMs [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

December 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 31, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] state she was promised a $gift card by her sales representative, but she never received the cardMs [redacted] desires for Vivint to give her the offered gift cardA representative of Vivint recently reached out to Ms [redacted] in an effort to resolve her concernsVivint’s records indicate Ms [redacted] was sold a Vivint system by a third party dealer and the account is marked as suchThe gift card in question was not an offer made by VivintAs such, Ms [redacted] will need to contact her sale representative for fulfilment of this offerIf 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