Vivint Smart Home Security

May 1, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 13, 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 moved and then requested cancellation of her Agreement at the end of her initial term, but that Vivint has continued to charge herMs [redacted] desires a refund of the monies she has paid to Vivint for the seven (7) months since the end of her Agreement term.In an effort to assist Ms [redacted] at this time, a refund in the amount of $will be sent back to the bank account on file, to refund payments made for service since November 4, Vivint’s records show that Ms [redacted] signed an Agreement on April 13, 2013, in which she agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no later than days before the end of the original term or any renewal term (Vivint System Purchase and Services Agreement, Section 2.4) A written notice of cancellation was not provided by Ms [redacted] until April 21, 2017, so her account was invoiced for service monthly until that date Despite this information, Vivint understands that Ms [redacted] has not used her service and requested cancellation verbally on October 4, Vivint agrees to the above resolution and will refund the monthly service charges since days after Ms***’s verbal cancellation request Ms [redacted] may expect her refund back in her account in 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***Chief Compliance Officer

November 2, Revdex.com of Utah W S Salt 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 respond A 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 resolution 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 better than the business would give me over the phoneI will accept the offer in order to cut ties with this companyIt's a shame that it requires so many steps to get an account cancelled after being lied to and not provided with all the equipment my package consisted ofThis however is the American way Sincerely, [redacted]

August 12, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 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 reached out to Mr [redacted] to address his concernsVivint believes this matter will be resolved to Mr***’s satisfaction once he has received the check that was sent to him to pay off his previous alarm contractIf 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

May 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 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 attempting to cancel his service and Vivint has refused to do soMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penaltyMr [redacted] ’s Agreement has been cancelled and he has no further obligation to VivintVivint apologizes for any undue delay in this processVivint’s records indicate that Mr [redacted] sent in his notice of cancellation on May 12, A notice of cancellation will remain on file for thirty (30) days before an Agreement is cancelledNevertheless, in an effort to assist Mr [redacted] 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

June 19, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond At this time, cancellation without penalty is not warrantedVivint’s position remains Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $3,806.53; however, in an effort to assist Mr [redacted] , Vivint is willing to reduce his payoff amount by 25%, bringing the total payoff amount to $2, If Mr [redacted] would like to take advantage of this offer, 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 [redacted] Chief Compliance Officer

December 5, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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] explains that she has had issues with the equipmentAs such, Ms [redacted] ’s desired resolution is cancelation of the contract A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIn an effort to help Ms [redacted] Vivint can cancel the account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her 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

June 26, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Ronald J*** Vivint Account #: [redacted] Date of Agreement: September 26, To Whom It May Concern:I have reviewed the information provided by MrJ [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrJ [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrJ***’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: [redacted] , attention Department – LegalSincerely, Nathan *W***

January 23, 2018Revdex.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 Mr [redacted] and appreciate the opportunity to respondA legal representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that the matter is currently being resolved to Mr***’s satisfactionIf he has any further questions or concerns, he may contact Vivint’s representative 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

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 in part Please review the estimate the representative left at my house at the time they provided the estimate of the service Vivint, perhaps this could be used to better train your door to door sales people Sincerely, [redacted] ***

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 Without your help, Vivint would not have agreed to do this Thank you Sincerely, [redacted]

December 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 17, 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 [redacted] may contact Vivint’s representative if he 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

May 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 7, Date of Addendum: March 25, 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 does not recall extending the term of his Vivint agreement, and now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on September 7, 2012, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Mr [redacted] regarding his alarm service on March 25, Mr [redacted] informed Vivint that he was going to be movingA Vivint representative informed Mr [redacted] of the Vivint Moves Policy and explained to him that Vivint would waive the $move fee and lower the price of the Vivint Go Control Panel from $to $in exchange for his Vivint agreement being extended by forty-two (42) months to which Mr [redacted] agreed Vivint’s Scheduling department found an appointment for March 25, to install a Vivint security system in his new homeMr [redacted] signed a System Purchase and Services Agreement on March 25, with an initial term of forty-two (42) months, a monthly services fee of $49.99, plus any applicable taxes, during that term,Cancellation of Mr [redacted] ’s agreement without penalty is not warranted at this time Should Mr [redacted] wish to cancel his agreement prematurely, her payoff amount would be $799.84; however, I would be willing to lower Mr [redacted] ’s payoff amount by 55%, bringing the total payoff amount to $ If Mr [redacted] wishes to take advantage of this offer, I would advise him 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

May 22, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that Vivint installed an alarm system in the home he was renting, without authorization from the homeowner Mr [redacted] further alleges that Vivint’s representative misled him regarding the terms of the Agreement Mr [redacted] has recently moved and scheduled an appointment with Vivint for installation of the system in his new home Mr [redacted] alleges that Vivint failed to install the system on the scheduled date, and has advised him that he will have to wait until July 11, to have the service installed Mr [redacted] desires cancellation of his Agreement without penaltyVivint’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 June 5, During the recorded Pre-Installation Survey, Ms [redacted] represented that she was the homeowner She also represented that she understood and agreed to the initial term of sixty (60) months, and a monthly monitoring fee of $ [redacted] 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 This Purchase and Services Agreement is between Vivint and Ms [redacted] , and is not dependent on the status of home ownership Vivint recommends, but does not require, that each customer is the owner of the home where service is installed As a courtesy, Vivint asked Ms [redacted] prior to installation if she was the homeowner, and she represented to Vivint that she was the homeownerMr [redacted] notified Vivint of his move and initially scheduled an appointment for May 18, Installation was not completed on this date, and an appointment is currently scheduled for July 11, In an effort to assist Mr [redacted] , Vivint applied a credit of $ [redacted] to his billing account, and reduced his monthly monitoring fee to $ [redacted] for the remainder of the term of the Agreement Recently, a Vivint representative contacted Ms [redacted] in an effort to resolve this matter An offer was made to find a sooner appointment for the move and waive the move fee without extending the Agreement Ms [redacted] declined this offer, and an alternate offer was made to reduce the payoff amount by 40% and cancel the account This offer was also declined If Mror Ms [redacted] would like to accept one of these offers, they may contact Vivint’s Customer Loyalty department at [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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 03, 2015To 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 we ignored her request for cancellation within her Right of Rescission periodMs [redacted] further alleges that she made telephonic attempts to communicate her request to cancel but was refused as she could not verify her Verbal Passcode Ms [redacted] desires the equipment removed from the home, the Agreement terminated, and a refund of payments made.Vivint’s records indicate that Ms**’s paperwork had been received within the Right of Rescission period and attempts were made to contact her of suchRecords also indicate Ms [redacted] placed a call into our Customer Loyalty department to follow up on the matter, but was unable to confirm her Verbal PasscodeAs such, we were unable to assist with her request at that timeThe Verbal Passcode is used to verify we are speaking with the Account Holder – as they are the creator of such – and allows us to protect the sensitive information found on the accountRequests, like cancellation, will not be taken unless the Verbal Passcode is provided.At this time, Vivint’s records show that Ms**’s System Purchase and Services Agreement with Vivint, Inchas been cancelledAdditionally, she has been refunded for the payments made on the account in the amount of $ [redacted] , and she has been scheduled for the removal of the equipment of her home 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: [redacted] attention Department - LegalSincerely, [redacted] * [redacted]

November 3, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 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 attempted to contact Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfaction Mr [redacted] ’s account has been cancelled, and he has no further obligation to Vivint Mr [redacted] may contact the representative who has reached out to him if he has any 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: ###-###-####, attention Department – LegalSincerely, 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 me Vivint has replaced the security equipment and has promised months of credit starting February To ensure my mother is credited for the months, I have stopped the auto payment at the bank and will resume the auto payment in August Thanks for your help in this matter Sincerely, [redacted]

April 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 27, 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 requested cancellation of her service and declined extension offers when her contract was fulfilled with Vivint, but that Vivint continued to charge her for service and has now sent her account to collections Ms [redacted] desires a billing adjustment and correction to her credit report In an effort to resolve this matter, Vivint has removed Ms [redacted] ’s account from collections and will forgive the past due balance on her account Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term, and that she would notify Vivint in writing thirty (30) days prior to her desired cancellation date after fulfilling the initial termMs [redacted] stopped paying Vivint in May and the initial term of her Agreement ended on September 27, As such, the account was past due at the time Ms [redacted] requested cancellation on November 11, Pursuant to the Agreement, the charges for service between May and November were valid.Despite the above information, Vivint has waived Ms [redacted] ’s past due balance Ms [redacted] has no further obligation to Vivint, and will have no negative hit on her credit from 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***

June 22, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondAfter further review, Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and her billing account has been removed from collectionsShe 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

November 3, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 14, 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 Vivint has sent documentation to an incorrect address and has called an incorrect phone number in order to collect a debt Mr [redacted] further alleges that Vivint has not offered alternative solutions to his mother in attempting to collect a debt He desires a formal apology, correction of his mailing address on the account, and a reduction of the balance owed to Vivint.Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Ms [redacted] stopped making her monthly payments after August As such, the account was cancelled for non-payment on December 31, 2013, and was transferred to an outside collections agency Vivint has not contacted Ms [redacted] in regards to this account since January 2014, and Vivint’s records show the same address listed on this complaint The collections agency may be contacting Ms [redacted] at this time, and she must settle the balance of her account or address any concerns regarding contact information or account balance with this outside collections agency.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***