Vivint Smart Home Security

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the resolution to cancel and not charge me for an additional month for service is satisfactory to me 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: January 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

March 22, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 7, 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 satisfactionHer Vivint system has been cancelled effective immediatelyMs [redacted] has no financial obligation with 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

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: August 9, 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 her concernsThis representative is in the process of fully resolving Mr [redacted] ’s 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:What I consider to be acceptable is to be reimbursed the $installation fee and at least months of payments of $59.99, amounting to approximately $ Plus the payment of $that was taken February 17th, after I had been informed the contract had been cancelled as of February 11, Making a total out of pocket reimbursement of $ The cancellation of the contract with vivint is also necessary.Also, once your product is removed from my home, I feel I have the right to expect my house to be restored to its prior condition, being either repaired or replaced; ie, the core holes where the sensors were installed on both the front and back door frames, the holes where the monitor was installed on the wall, the deadbolt that was removed in order to install the system locking unit be put back in place, which would include any damage done to the door, as well as any other repairs in regards to any other placement of the product when it was installed I would prefer to hire someone to do the necessary work rather than rely on vivint Once the repairs were completed, I would submit an invoice to vivint for reimbursement for the cost incurred If you would agree to these terms, we could end this, terminate the contract and move on There will be no future business between vivint and myself Sincerely, [redacted] ***

August 17, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 11, 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 resolved to Ms***’s satisfaction Ms [redacted] has no further obligation to Vivint She may contact Vivint’s representative directly with any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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, Mr [redacted] states that he has overpaid for services since his system was installedMr [redacted] requests a refund and cancellation of his service Vivint’s records indicate that Mr [redacted] did not receive the home automation equipment which he was charged forOnce Vivint became aware of this issue in April of Mr [redacted] ’s monthly rate was adjusted to the correct rateVivint is willing to refund the $which Mr [redacted] was overcharged.A representative from Vivint has recently contacted Mr [redacted] , in an effort to resolve these concerns Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $599.88; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ Alternately, Mr [redacted] has been offered to apply the pending refund to his payoff amountIn which case he would be refunded $and his account would be eligible for cancellation immediatelyMr [redacted] should contact the representative he has been speaking with to indicate which option would work best for him.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***

March 15, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, 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 Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionMr [redacted] has returned the equipment which was installed in his home and Vivint has agreed to cancel the Agreement as requestedIf 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 6, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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 concernsIt has been agreed that Vivint will immediately cancel the accountVivint’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

September 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 experienced issues with his cameras and garage door controller that have remained unresolved despite numerous technicians sent to his homeMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty and for Vivint to remove the equipment from his homeVivint agrees to cancel Mr [redacted] Agreement without penalty provided Vivint can remove the equipment from his homeA representative will reach out to Mr [redacted] to schedule an appointment to have the system removed Vivint’s records indicate that Mr [redacted] has been experiencing difficulties with the Vivint cameras and garage door controller due to a slow internet connectionVivint does request that a customer obtain the proper internet connection required to facilitate Vivint’s equipment (Section 12)Nevertheless, Vivint agrees to the above 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

February 19, 2018Revdex.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:In her rebuttal, Ms [redacted] states she does not wish to do business with VivintMs [redacted] requests for remove her information from the systemMs [redacted] does not have an account with Vivint; as such Vivint will not use the informationIf 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

November 17, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: January 12, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he has had issues with the systemMr [redacted] requests updated equipment.A representative from Vivint has recently contacted Mr***’s wife over the phone in an effort to resolve these concernsVivint’s records indicate that this matter is being resolved to Mr***’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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because Vivint is a terrible home security companyThey have young kids go through neighborhoods selling this home security system that sounds too good to be true and it's notIt's awfulThe young techs connect the system and make sure it's working before they leave and one by one the cameras go offlineThey do not inform customers that the WiFi strength in the homes have to be at a certain level in order for the system to work properlyWhen you contact customer service to alert them that the system is failing the wait on the phone is a half hour minimumThat lets you know you're not the only Vivint customer calling in with issuesDO NOT BUY VIVINT HOME SECURITYIt's a waste of time and money [redacted] Security is times better for half the cost Sincerely, [redacted] ***

September 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 28, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that the signature listed as hers on the Purchase and Services Agreement has been forgedVivint takes forgery claims very seriously, and would like to assist Ms [redacted] with finding a resolutionMs [redacted] may contact Vivint’s Customer Loyalty department in order to open an investigation of her claimMs [redacted] will need to provide a copy of a driver’s license, passport or any notarized signaturePlease contact Vivint 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***

May 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, 2017To 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 has missed multiple appointments to fix her camerasShe claims that she has spent hours on the phone to have this issue addressedThe desired settlement that Ms [redacted] requests is a ‘refund’At this time, Vivint is willing to refund the payments made while the system was not operating and provide two months of free serviceVivint apologizes for the inconvenience of any missed appointmentThe records show that appointments to address the camera issues were scheduled for May and May Vivint’s technician closed both work orders as ‘Customer No-Show’sThere is currently an appointment scheduled on a different technicianIf 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 8, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 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] via email in an effort to resolve her concernsVivint confirms that there are only a few months left in Ms [redacted] ’s initial term, and there is currently a credit of $on her billing account Vivint is willing to either cancel the remainder of the Agreement with a written notice from one of the account holders, or to continue the service on a month-to-month basis using the credit to cover February’s and part of March’s payments Ms [redacted] may contact Vivint’s representative directly to discuss these options.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 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, Date of Addendum: January 22, 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty At this time, Vivint has agreed to immediately cancel Ms [redacted] ’s account without penalty However, Vivint spoke with Ms [redacted] regarding her alarm service on January 22, 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 sixty (60) 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 sixty months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information mentioned, 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

August 28, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 24, 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 is being resolved to Mr***’s satisfactionA copy of new paperwork with Mr***’s correct information is being sent for him to signVivint is also shipping the equipment which Mr [redacted] was missing from his initial installation.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***

Complaint: [redacted] I am rejecting this response because: I am asking that you reopen my complaint on Vivint I gave enough time to fix their dysfunctional alarm they sent a guy on the 7th November he spent an hour didn't say what was wrong and leftI am still having the same problem the cops came again this is causing me so much stress I emailed them they never got a reply only telephone calls I get at this point I want to stop payment and let them this alarm out of my home nowThis is costumer service told I am sending some on the 7th to fix the alarm and if broke I have pay for the to come back out to I don't this system in my home my family is fed up with it please help me a senior citizen to get resolved now thank you Sincerely, [redacted] ***

September 26, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] explains that he has experienced and issue with the sales representative and the serviceMr [redacted] ’s desired resolution is cancelation of the contractA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsIn an effort to help Mr [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Mr [redacted] will allow a Vivint technician to come to his home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledIf Mr [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr [redacted] may contact the Vivint representative that reached out to him 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