Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: When a sales representative is representing a company and tells a customer there are no cancelation fee I feel this needs to be honoredAt 8pm, when they are pressuring my husband to get the equipment installed and I am trying to put our infant son to bed and he knows I just want them out of our house asap, he is going to trust the Rep standing in front of him assuring him it's all goodNow I do understand that perhaps [redacted] should have read through things and been more wary of signing with vivint, but I am usually the one that reads over everything and unfortunately at that time of evening I needed to be with my sonVivint says on their website that they understand with life comes unforeseen circumstances and they are willing to look at those in the cancellation of an agreementI expressed to Vivint that we are currently in a bad financial situation (also recently found out we are expecting another child) and do not have the money (not the monthly and definitely not the $to cancel)I feel that sometimes in order to provide good customer service you need to be able to make exceptionsAll businesses have to do this from time to time to provide the best customer experienceI do not feel we should be paying for a service we are no longer utilizingAll equipment has been uninstalled We obviously can also not afford the $they offered to help either when I currently can't even afford my sons diapersI feel they should honor not just the word we were given by the sales representative but also what they stand by on their website Sincerely, [redacted]

August 27, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Maria J [redacted] Vivint Account #: [redacted] Date of Agreement: April 21, To Whom It May Concern:I have reviewed the information provided by MsJ [redacted] and appreciate the opportunity to respondIn her complaint, MsJ [redacted] alleges that she cancelled her Vivint security accountMsJ [redacted] is requesting the refund of her final payment made to VivintVivint’s records indicate that a refund in the amount of $ [redacted] is being sent back to the checking account on file, to refund the monies paid to Vivint by MsJ [redacted] in August MsJ***’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: [redacted] , attention Department – LegalSincerely, Nathan *W***

Revdex.com: The matter was not resolved via the tech coming to my house The tech was late and I had to leave for work After another entire day of outtage, Sunday the 3rd, I called today on Monday and demanded a cancellation with no penalties to which the company agreed to allow early termination of contract with no penalty This matter is now resolved Thankyou Sincerely, [redacted]

June 16, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 7, 2016To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondMr [redacted] states that he notified Vivint of his intent to cancel on May 13, 2016, but Vivint drafted the monthly services fee in June He requests a refund of June’s payment.This letter shall confirm that Mr***’s account is closed and Vivint has processed a refund in the amount of $to the checking account ending in Mr [redacted] should receive the refund within two weeksVivint believes this matter is resolved.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 6, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondMs [redacted] is alleging that she was misled by the sales representative that sold her grandma the Vivint systemMs [redacted] is the primary signer on the accountThis makes Ms [redacted] responsible for the system and paymentsHowever, considering Ms [redacted] ’s situation, a 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 satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

January 27, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that Vivint did not show up to multiple and previously scheduled appointments for the installation of the system at his new addressHe further explains that Vivint did not correctly install the sensorsMr [redacted] requests cancellation of his account Although Mr [redacted] is still within his term of his agreement with Vivint, Vivint has agreed to cancel Mr [redacted] ’s account upon receipt of the equipmentVivint advises Mr [redacted] to contact the representative that 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 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondIn her complaint, Mrs [redacted] states that she has had billing complications since the installation of her system that have not been resolvedMrs [redacted] further states that her sales representative mislead her in regards to canceling her North Star security accountA representative from Vivint has recently attempted to contact Mrs [redacted] in an effort to resolve her concernsAs of March 13, 2017, Mrs [redacted] ’s billing account is past due $Upon payment of $Vivint will cancel Mrs [redacted] ’s Vivint’s security accountAdditional, Mrs [redacted] will be granted to keep all Vivint equipmentIf 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 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 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 opened an account with Vivint; however, she required an earlier installation date, so another account was createdMs [redacted] is requesting a refund of $from the account that was first opened Vivint’s records indicate that a refund of $was issued on November 10, to go back in her checking account ending in [redacted] within 7-business days from the issue dateMs [redacted] will not be double billed in the future 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 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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 satisfactionHer Vivint system has been cancelled effective immediatelyVivint has waived the outstanding balance on Ms [redacted] ’s account in the amount of $114.99.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***Chief Compliance Officer

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: May 1, Date of Addendum: January 11, 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 misinformed regarding the renewal term length of her System Purchase and Services Agreement (“Agreement”)Ms [redacted] requests cancellation of her account without penalty At this time, Vivint is willing to cancel the [redacted] ’s account without penalty However, Vivint spoke with Mr [redacted] regarding his alarm service on January 11, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, Vivint read the following statement, after which Mr [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 Vivint Despite this information, the [redacted] s have 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

January 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn Ms [redacted] ’ complaint she explains that she has had some issues with getting her account moved to her new homeAs suchMs [redacted] requests that a credit be placed on her account for the time she waited or her account canceled.A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] satisfactionMs [redacted] system has been moved to her home and Vivint has placed a $credit on Ms [redacted] ’ accountsMs [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

July 17, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that on August 26, 2011, Ms [redacted] signed a Purchase and Services Agreement, representing that she agreed to a monthly fee of $during this term, plus any applicable taxes, during that term, and a total equipment fee of $The Agreement states that Ms [redacted] authorizes Vivint to make electronic fund transfers from the card or account on file in the amount of any fees owed to Vivint (Section 2.7)Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason Vivint’s records indicate that two (2) payments of $and $have been withdrawn from Ms [redacted] ’s Visa account to cover her monthly monitoring fees and equipment feeCancellation of Ms [redacted] ’s agreement without penalty is not warranted at this timeMs [redacted] has been offered a reduced monthly rate by $for the remainder of her initial term If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.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

April 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 28, 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 representative and Ms [redacted] have agreed upon a resolutionMs [redacted] has agreed to a pay a discounted payoff amount in order to have her account cancelledIf 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 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 11, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he has had equipment complications and that Vivint has not given him adequate downtime credit for these issuesMr [redacted] states that he refuses to have a technician visit or to pay for service until his past due balance is waived He desires cancellation of his Agreement without penalty and for Vivint to waive his past due balance At this time, to assist Mr [redacted] Vivint agrees to apply a credit of $to his account, which will clear the past due balance Vivint will also offer a service visit at no cost to Mr***, for a technician to address any complications he may have with his Vivint system.Vivint’s records indicate that Mr [redacted] signed an Agreement on July 11, 2016, in which he agreed to an initial term of forty-two (42) months and a monthly services fee of $65.99, plus any applicable taxes, during that term Mr [redacted] has notified Vivint of issues with his equipment, but he has declined Vivint’s offers to send a technicianBoth cancellation of Mr***’s Agreement without penalty, and downtime credit for a period of time that equipment issues could not be addressed with a technician are not warranted at this time; however, Vivint agrees to the above resolution Mr***’s charges for November and December have been waived and his account balance is zero until January’s invoice He may call Customer Care at 1-800-216-to schedule his free service visitIf 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 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] in her response and appreciate the opportunity to respondIn Ms [redacted] ’s response she explains that she is worried about the removal of the equipment from her homeMs [redacted] requests that the equipment be removed from her home.A representative from Vivint has been in contact with Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfactionMs [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

July 19, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, To Whom It May Concern:In her rebuttal, Ms [redacted] states Vivint failed to inform her of dangerous equipment in her homeMs [redacted] further states when she did have the system in her home she experienced multiple alarmsMs [redacted] again requests the cancellation of her account without penaltyVivint maintains its stance in regards to this matterThe statement that Vivint left equipment in Ms [redacted] home that reportedly caught fire is incorrectVivint did issue a recall for equipment that was a safety concern; however, Vivint reached out to every customer affected by this recall and made the appropriate arrangementsVivint’s records indicate the impacted equipment was never installed in Ms [redacted] homeAs such she was not notified of the recall If Ms [redacted] was experiencing alarm and equipment concerns, she could have contacted Vivint and an appointment to inspect her system would have been scheduledVivint records indicate no report was ever made, as such, repair rather than cancellation is the proper course of actionShould Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $463.92; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $Alternatively, if Ms [redacted] wishes to continue her service Vivint is also willing to schedule a free appointment with a Vivint field service professional to re-install her equipmentIf Ms [redacted] wishes to take advantage of either of this offer, I would advise her to contact Vivint’s representative directlyIf 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] , and find that this resolution is satisfactory to me Yes I haven’t written an official response yet because the complaint against the company is worrisome Why did I have to go to such trouble to get the issue resolved? I am convinced if I hadn’t made so much noise the issue would still be outstanding I also believe there should be a serious reduction in the service fee from the beginning through OctoberI think the guy took off $for one month but that is an insult, and hardly compensates me for my time and trouble and is hardly significant to Vivint [redacted] Sincerely, [redacted]

December 20, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint Ms [redacted] desires a refund of a payment made to Vivint of $and refund postage of $ Vivint’s records indicate that a refund in the amount of $is being sent back to the credit card on file on December 13, 2016, to refund the monies paid to Vivint by Ms [redacted] Ms [redacted] ’s account is cancelled, and she has no further obligation to VivintHowever a refund for postage is not warranted I apologize for any undue delay in this process.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: I'm not going to discuss this matter any further with the company, however, I will be seeking an attorney, due to the fact that the company has committed fraud by forging my aunt's name on the contract Sincerely, [redacted] ***

July 17, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Virginia M [redacted] Vivint Account #: [redacted] Date of Agreement: April 18, To Whom It May Concern:I have reviewed the information provided by MsM [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrDonald V [redacted] (the account holder) in an effort to resolve these concernsVivint’s records indicate that this matter is being resolved to MrV***’s satisfaction MrV [redacted] may contact the representative he has spoken with if he has any further 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: [redacted] , attention Department – LegalSincerely, Nathan *W***