Vivint Smart Home Security

March 2, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 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

Complaint: [redacted] I am rejecting this response because: As I have already communicated to both the Revdex.com and Vivint, this is a case of fraud Since Vivint refuses to look into the matter, I will be pursing additional assistance from Consumer Protection in both Utah and Virginia, the VA District Attorney, and the VA Department of Justice I will also be informing these sources that the Utah Revdex.com closed my complaint against Vivint without providing me the opportunity to respond.I have fulfilled my contractual obligation with Vivint Despite their claims otherwise, Ted A [redacted] changed the terms of the contact from months to months There were multiple children in my home, besides my own children, that were witness to this The “Total Cash Price for Service” was explained to me by MrA [redacted] , as the cost of the equipment which I would have to pay if I terminated the contract before months I maintained the contact for months I more than fulfilled my contractual obligation, therefore there is nothing due to Vivint I propose that if they want to pick up their equipment, I have no problem with such a compromise.I reject their offer I demand Vivint bring my account to a $balance as I cancelled my account in October I had always paid on time and been in good standing I owe Vivint no money.Vivint needs to deal with their employee Frankly, by their refusal to accept responsibility for their employee calls in question their unethical and illegal business practices MrA [redacted] changed the in the to a after he left my home I never received a copy of the contract I wasn’t aware my contact was illegally extended until I attempted to cancel Sincerely, [redacted]

December 18, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, To Whom It May Concern: I have reviewed the response from Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s rebuttal he explains that he does not accept Vivint’s response because he has filed a police report and has been in contact with Vivint’s customer care and there has not been a resolutionA representative from Vivint has previously attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint recommends that Mr [redacted] continue to work with his local police department until they have concluded their investigation and have changed the guilty partyAfter witch, Mr [redacted] can seek proper compensation from charged partyMr [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

September 29, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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] alleges that she cancelled her Vivint system, but Vivint billed her for her full monthly fee Ms [redacted] desires a refund of her final payment Vivint’s records indicate that a refund in the amount of $ [redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms [redacted] Ms [redacted] ’s account is cancelled, and she 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***

May 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records indicate that Mr [redacted] signed a Schedule of Equipment and ServicesThe purpose of this document is to verify with the customer the Vivint equipment being installed in the homeMr [redacted] signed a Schedule of Equipment and Services Document on April 26, On April 26, a Vivint SkyControl Panel was installed in the homeWhile the Vivint SkyControl Panel does have camera capabilities, the camera is not active.Vivint provides its contact information on the Purchase and Service Agreement and on Vivint.com.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 12, 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:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has experienced technical systemAdditionally, she states that she has been billed incorrectly on her accountMs [redacted] requests a refund of payments and cancellation with no penalty.Unfortunately, we have been unable to find the Vivint account in question with the information given by Ms***The address and phone number provided by Ms [redacted] are associated with two separate accountsA Vivint representative has attempted to contact Ms [redacted] to obtain additional informationVivint requests that Ms [redacted] contact this representative to ensure that her concerns are addressed correctly.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 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 21, 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 was promised several things by his sales representative, all of which he did not receiveMr [redacted] also states that he is moving and his landlord will not allow for the system to be installed in his rental homeHe is requesting cancellation of his accountA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this representative and Mr [redacted] have agreed upon a resolutionAt this time, although there is no record of these promises by Vivint’s sales representative, Vivint has agreed to cancel Mr [redacted] ’s accountMr [redacted] no longer has any obligation to VivintIf he has any questions or concerns he may reach out to the representative who has been in contact with 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

September 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 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 his system malfunctioned and Vivint would not be able to repair his system for nine (9) daysMr [redacted] is requesting cancellation of his Agreement without penalty Vivint will apply a two (2) month credit towards Mr [redacted] ’s account to cover the time he was without service.Vivint’s records show that Mr [redacted] ’s system was fixed on August 27, 2016, five (5) days after he called Vivint to let us know his system was not working correctlyVivint schedules appointments on a first come first serve basisVivint apologizes for any inconvenience this may have caused.Vivint’s records indicate that Mr [redacted] signed his System Purchase and Service Agreement (“Agreement”) on August 2, By signing his Agreement, he understood and agreed to the following: Section 4: “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hoor any other such eventWe do not warrant that the system cannot be defeated or compromised or that it will always operate.”Due the information above, cancellation without penalty is not warrantedShould Mr [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $1889.65; however, in an effort to assist Mr [redacted] , Vivint is willing to reduce his payoff amount by 50%, bringing the total payoff amount to $If Mr [redacted] would like to take advantage of this offer I would advise him to contact a Legal Assistant at (801) 221-6728.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 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mrs [redacted] in an effort to resolve Mr***’s concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been canceled as of August 5, and a refund has been processed for $Mr [redacted] may contact Vivint’s representative directly if he has any questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, 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] , the resolution is underway but has not been fully satisfied as of yet Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

April 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, Date of Addendum: August 29, 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 can longer afford her Vivint system and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty.At this time, Vivint agrees to cancel Ms [redacted] ’s Agreement without penalty, effective immediately.Vivint’s records show that on July 1, 2008, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) monthsVivint spoke with Ms [redacted] regarding her alarm service on August 29, 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 thirty-six (36) month extension to which Ms [redacted] agreedIndeed, 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 thirty six months from today Despite the validity of this extension, Vivint agrees to the above resolution 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

March 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 13, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Vivint has agreed to remove Mr [redacted] from collections A representative from Vivint has recently contacted Mr [redacted] via email as well as over the phone, with details regarding the confirmation of his removal from collections, as well an effort to coordinate a time when Vivint can send a technician out to install a carbon monoxide detector If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

February 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 31, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond After further review, Vivint’s records show that Ms***’s agreement with Vivint has been cancelled and she has no further contractual 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

October 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond Vivint maintains its position in that the system must be deemed faulty in order for cancellation without penalty to be consideredVivint’s records indicate that the technician was able to resolve the issues with the systemIf Ms [redacted] is still experiencing system issues after her technician visit I would advise her to call into Vivint to review her account for a no penalty cancellationIf 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 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 30, 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 was misinformed regarding the term length of his System Purchase and Services Agreement (“Agreement”)Mr [redacted] requests that Vivint cancel his Agreement At this time, Vivint is willing to cancel Mr [redacted] ’s account without penalty Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] signed a System Purchase and Services Agreement Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home The purpose of the Agreement is to ensure that the customer understands Vivint’s offer, and confirm the terms and conditionsOur records show that Mr [redacted] signed the Agreement on January 30, Upon signing the Agreement, Mr [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 $each month during that termVivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Despite the information mentioned, Mr [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

March 14, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, 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] satisfactionMr***’s Vivint account will be canceled upon receipt of $297.96.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***

December 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 13, To Whom It May Concern:In her rebuttal, Ms [redacted] rejects Vivint’s previous responseMs [redacted] desires the cancellation of account without penaltyVivint maintains its stance in regards to Ms [redacted] ’s complaintVivint has provided the signed Schedule of Protection in its previous responses where Ms [redacted] agreed to the extra charge of $Vivint has made an offer to cover half the cost of this charge if Ms [redacted] would like to keep the two glassbreak sensorsAlso Vivint has offered to waive the cost of the sensors completely if Ms [redacted] agrees to return the two glassbreak sensorsThe will remain as Vivint’s offers to Ms [redacted] .Additionally, cancellation of Ms [redacted] ’s account 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 25% off the payoff amount, bringing it to $ [redacted] If 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 – Legal.Sincerely, 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 meBecause how did they contact me ???? email or cell I called on the 1st of september and asked if they could send it by check still no check ,smdh Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] The Client is looking to cancel services completelyThey have been billing for the past few months even though there has been no serviceClient has contacted Vivant numerous times to complain about the wires being cut to the monitoring devicesThey currently have client in collections for over $ dollars but yet they are still billing her even though her security system has not been on or been monitored due to the cut wiresVivant was well aware as there is a police report stating the wires were cutEvery website review of this business shows that they prey on the elderly and its the same deal in the placeShe needs her account to be cancelled and not be billed for the services that were never providedThis business needs to be shutdown due to predatory practices on the elderly and mishandling of simple