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 am still waiting for the full restitution to be reflected in my bank account Sincerely, Janet S***

Tell usMarch 21, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, 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 the installation of his systemMr [redacted] requests that Vivint complete the installation process of his systemIn an effort to resolve Mr [redacted] ’s concerns, Vivint has sent out a technician to complete the installation of Mr [redacted] ’s system, as well as apply three months of credit to his accountIf Mr [redacted] has any further concerns he may contact [email protected] 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 why here

August 4, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative has recently contacted Ms [redacted] to address her concernsVivint’s records indicate that this matter will be resolved to Ms [redacted] satisfaction upon the system removal on August 5, 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 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges she has been experiencing technical concerns that have yet to be resolved by VivintMs [redacted] desires the cancellation of the account without penalty 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 departmentEvery 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 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 May 21, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that termFurther, 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 AgreementVivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Ms [redacted] notified Vivint of her concern with her door locks on May 19, 2015, and an appointment was scheduled for June 3, On June 3, 2015, the Vivint field service professional noted he could not find anything wrong with the door lockOn November 5, 2015, Ms [redacted] called Vivint and reported another issue with her door locksThe assigned Vivint field service professional did not have a required piece of equipment and would need to order this piece and return at a later dateOn December 15, 2015, Ms [redacted] contact Vivint stating she had not heard back from the field service professional after he ordered the piece of equipmentAn appointment was scheduled for January 2, 2016, and Ms [redacted] was given a goodwill credit of $***Vivint’s records indicate that the assigned field service professional was sick, and was unable to fulfil the appointmentMs [redacted] has an appointment for January 15, to resolve her concernsCancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 55% off the payoff amount, bringing it to $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is to apply a credit of $ [redacted] ; a total of three months of Ms [redacted] ’s service feeIf Ms [redacted] wishes to take advantage of either offer, 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***

November 3, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 that her security system has not worked correctlyMs [redacted] desires cancellation of the Agreement without penaltyMs [redacted] account has been cancelledShe has no further obligation to Vivint or any third party collection agencyIf Ms [redacted] desires a formal letter of cancellation she may call into Vivint to request it to be sent to herIf 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***

June 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 20, Date of Addendum: May 31, 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 concernsVivint’s records indicate that this matter has been 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 21, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 2, 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

May 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 23, 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 he moved from his home with the system with the understanding that the people who bought his home would take over his accountMr [redacted] explains that has not happened and that he is still being charged for the serviceAs such, Mr [redacted] requests that his account be cancelled and for Vivint to stop billing him.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] signed an agreement with Vivint on September 23, Mr [redacted] agreed to an original agreement term of forty-eight (48) months and to pay Vivint a monthly fee of $plus any taxes each month of that termVivint’s records further show that on March 15, 2017, Mr [redacted] called Vivint and gave permission for his account to be taken over by the new homeownersThen on March 23, 2017, the new homeowners called into Vivint to cancel all appointments and plans for the takeoverTherefore the agreement remains in Mr [redacted] ’s nameDue to these facts cancelation of Mr [redacted] ’s account without penalty is not warranted.Vivint recommends that if taking over the Vivint security account was part of his real estate transaction with the new home owners that Mr [redacted] should contact his real estate agent to have the new home owners takeover the account.If Mr [redacted] has any questions or concerns he may contact the Vivint representative who reached out to himIf 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 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: September 5, 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 doorbell camera was never installed at her residence, however, she has been charged for it since having the system installedShe is requesting that Vivint lower her monthly bill and apply a credit for each month the doorbell camera was charged to her account Vivint has agreed to immediately lower Ms***’s bill to $In addition, Vivint has applied a $credit to cover the doorbell camera charges 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***

November 27, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 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 attempted to cancel her account within her allotted time periodShe explains that she was given days to cancel the accountMs [redacted] requests that Vivint cancel her account At this time, Vivint is not willing to cancel Ms [redacted] ’s account without penalty 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 15, During the recorded Pre-Installation Survey, Ms [redacted] represented that he 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 Pursuant to the System Purchase and Services Agreement, the customer is required to send a Notice of Cancellation (“NOC”) days prior to cancellationVivint’s records indicate that Ms [redacted] sent Vivint a NOC outside of the allotted time period on August 28, 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

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] ***I will be speaking with Vivint on 9/My day offThank you

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 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 is experiencing issues with camera equipment which has not been resolvedMr [redacted] desires cancellation of the Agreement without penaltyVivint’s records indicate that Mr [redacted] had notified Vivint of the equipment troubles on July 29, 2015, and Vivint’s Scheduling department found appointment for August 22, Mr [redacted] contact Vivint once again on August 22, to verify the appointmentRecords indicate Mr [redacted] notified a Vivint Representative that he would not be available for the service appointment which was cancelled by the agentA separate call was placed to Vivint on August 22, in which the resolution was to send Mr [redacted] a replacement for the equipment having troublesVivint’s records indicate that Mr [redacted] will return the call once he receives the equipment for assistance in setting it upA representative from Vivint has attempted to contact Mr [redacted] in an effort to resolve his concernsAt this time, we advise Mr [redacted] to call our Customer Care department in order to set up the replacement equipmentShould 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, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 19, 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 requested cancellation and it was not honoredMs [redacted] desires for her account to be cancelledVivint’s records show that Ms [redacted] called into Vivint Inc(“Vivint”) on November 30, and was instructed to send a written Notice of Cancellation in order to proceed with her cancellation of her Purchase and Service Agreement (“Agreement”)A Notice of Cancellation was never received by VivintVivint was correct in denying her cancellation without a written notice as stated in Section of her AgreementIn an effort to assist Ms [redacted] , Vivint will cancel Ms [redacted] ’s account once Viivnt’s equipment has been removedNo payments have been made on the account, therefore no refund is warranted once the account is cancelledI would advise Ms [redacted] to call into Vivint’s Customer Loyalty department at ###-###-#### or reach out to the representative that has tried to contact her so that she may schedule this appointmentIf 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 26, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 24, 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 is being resolvedVivint has closed Ms [redacted] ’s account, refunded her service payments, and removed the system from her home A refund of the payment made to Best Buy for the equipment is pending Ms [redacted] may contact Vivint’s representative directly with any further questions or concerns in 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 22, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond.Vivint’s records indicate that Ms [redacted] signed a Vivint Purchase and Service AgreementIn section of Vivint’s Purchase and Service Agreement it states: You acknowledge that we shall have the right, at any time, to increase the services fee to reflect any taxes, licenses, permits, costs, fees or charges which may be charged to us by any utility or governmental agency relating to the installation of the system or services and you agree to pay the sameIn addition, we can increase the services fee for any renewal term by giving you the sixty (60) days prior written noticeMs [redacted] ’s signature represented that she understood and agreed to the above clauseVivint relied on Ms [redacted] ’s representation to ensure that she understood her commitments to Vivint, as outlined in the Agreement Vivint stands by our initial offerShould Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $899.82; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a credit to her Vivint billing account in the amount of $49.99.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 17, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 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 was not aware of the contract term lengthMs [redacted] requests cancellation of her account At this time, cancellation without penalty is not warranted Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] signed her System Purchase and Service Agreement (“Agreement”)Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s homeOur records show that Ms [redacted] signed the Agreement on August 12, 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 [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2,099.70; however, in an effort to assist Ms [redacted] , Vivint is willing to reduce her payoff amount by 60%, bringing the total payoff amount to $ Alternately, Vivint is willing to lower her monthly payment by $If Ms [redacted] would like to take advantage of either offers, she may contact [email protected] 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:I am NOT accepting their offer as it is unsatisfactoryFirst of all on 3/31/I did not enter into any contractual agreementI did state that I was interested in using their services and paid the initial $down payment and this was SOLELY BASED on Vivint being able to provide operable equipment and in this case they are notI was assured by the several sales reps that the indoor cameras could be mounted in my window and properly record and capture necessary footage Unfortunately, this is not the case and the cameras do not work as I was told they would, therefore, Vivint is in breach of contractI have attached a copy of what I see once night fall hits, which is ABSOLUTELY NOTHINGIt clearly shows movement and my camera is not recording or capturing any of it nor is there a thumbnail available, this is a criminals dream to be caught on camera and get away with it Secondly, due to Vivint standing me up for my install and reps failing to return to calls and emails, my install did not take place until 5/30/(MONTHS AFTER) Keep in mind the contract does NOT start until the actual install date, therefore my contract date started 5/30/not in March In addition, when my install was completed on 5/30/I expressed concern and dissatisfaction due to my garage door being left inoperable after the technician ran into an issue they he was not capable of fixing as well as not receiving the indoor cameras because the technician said they were out of stock despite receiving a phone call a day or two before install and behind told that all the equipment I was promised would be installed as promiseI would like to know when did their outdoor cameras become available? The ONLY way that I will keep my month contract in place is if Vivint takes back their faulty indoor cameras and replaces them with outdoor cameras, and I WILL NOT pay ANY FEES OF ANY KINDI would not of taken their service in the beginning if I had know they were not able to provide working camerasIt has been one HUGE headache dealing with Vivint and unless they are going to provide two working outdoor cameras AT NO ADDITIONAL COST TO ME as I have already been through enough then my contract terminates now and I will send this complaint with the states Attorney Generals Office Consumer Division and they can assist Sincerely, [redacted] ***

April 4, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: March 23, 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 his negative experience with the system and serviceMr [redacted] requests that Vivint either cancel his account or fix the issues A representative from Vivint has recently attempted to contact Mr [redacted] via phone and email in an effort to resolve his concernsIn an effort to resolve Mr***’s concerns, Vivint has lowered Mr***’s monthly payment and has offered to send a technician to his home at no costVivint advises Mr [redacted] to contact the representative who has attempted to contact him via phone and email so that an appointment may be scheduled 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 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 21, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint’s records indicate that the promised sensors have been installedVivint apologizes for any inconvenience this may have caused Mr [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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

November 11, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, Date of Addendum: May 15, 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 Vivint extended the term of the Agreement without her knowledgeMs [redacted] desires either proof that she agreed to extend her Agreement over the phone or the cancellation of her account without penaltyAt this time, Vivint is willing to waive the extension of Ms [redacted] ’s Agreement and cancel her account without penalty Vivint’s records show that on May 8, 2012, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsAs such, the initial term of the agreement would have lapsed on November 8, However, Vivint spoke with Ms [redacted] regarding her alarm service on May 15, 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 VivintDespite the above information, in resolution to this matter, 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