Vivint Smart Home Security

September 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 9, 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 did not sign his Agreement and that Vivint’s sales representative informed his wife that the System Purchase and Services Agreement (“Agreement”) had a term length of two years when the Agreement has a term length of sixty (60) monthsMr [redacted] desires cancellation without penaltyVivint agrees to review Mr [redacted] ’s Agreement for a forgery of his signatureIn order for Vivint to review this matter further Vivint must receive a copy of Mr [redacted] ’s driver’s license or a notarized signature so Vivint may conduct its investigationI would advise Mr [redacted] to send this documentation to my agent at [redacted] so the review process can beginPrior 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 September 9, 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 service fee of $plus any applicable taxes 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 AgreementNevertheless Vivint agrees to the above resolution and will review the matter upon receipt of documentation from 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

February 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 3, 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 has had difficulty having his system moved to his new homeAs such, Mr [redacted] requests a refund for the months that he has not had service and cancellation of his account.A representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr [redacted] ’s satisfactionMr [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

November 7, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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***’ 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***

September 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 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 misled by a Vivint representative regarding the term of her agreement and the cancellation policyMs [redacted] requests that Vivint cancel her account in November If Ms [redacted] would like to provide documentation regarding her bankruptcy, she may send her documentation after which her account would be submitted for cancellationIf she is not able to provide documentation, Vivint is willing to offer 55% off the buyout rate which would lower the amount to $ Vivint’s records indicate that prior to the installation of any equipment, Ms [redacted] signed a System Purchase and Services Agreement (“Agreement”) Every customer must sign this document, and if a customer does not sign, Vivint will not install any equipment in the customer’s home The purpose of the Agreement is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditionsOur records show that Ms [redacted] signed this Agreement on November 21, Upon signing this Agreement, Ms [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months She also represented that she would pay a monthly monitoring fee of $each month during that termVivint relied on Ms [redacted] ’s signature to ensure that she understood her commitments to Vivint as outlined in the Agreement Due to the information above, early cancellation without penalty is not warrantedHowever, Vivint encourages Ms [redacted] to contact [email protected] to take advantage of these offers 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 [redacted] Chief Compliance Officer

January 30, Revdex.com of Utah W S Salt 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 respond In her complaint, she explains that her grandfather, Mr [redacted] , disconnected his service in July of 2015; however, Vivint has continued to charge his account monthly Although not warranted, Vivint has agreed to cancel Mr [redacted] ’s account immediately without penalty Vivint spoke with Mr [redacted] regarding his alarm service on November 14, 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 Vivint did not receive Mr [redacted] ’s required Notice of Cancellation until August 24, Additionally, Vivint received a check from for the amount of $which was applied to Mr [redacted] ’s account as credit because Mr [redacted] ’s account was not eligible for cancellation at this time due to the extension of his AgreementAll payments from September of through October of came out of this check that was sent in August of However, Vivint has agreed to refund the payments of $that came out of Mr [redacted] ’s checking account in August of and November, December and January of Mr [redacted] will receive the amount of $in his checking account within 7-business days It should also be noted that Mr [redacted] was responsible for assuring that his system was in working condition based off of section of his Agreement in which it states: You will test the System’s protective devices and test signals to the Center in accordance with our instructions at least monthly 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

September 7, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 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 is currently pending a response from Mr [redacted] and will continue correspondence until the matter has been resolved to his satisfactionMr [redacted] may respond to Vivint’s representative at rebekah.b [redacted] @vivint.comIf 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 meI find it regrettable that this was the only way to get this business to make the situation right Sincerely, [redacted] ***

October 12, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 6, Date of Addendum: June 2, 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 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.Vivint’s records show that on March 6, 2009, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months As such, the initial term of the agreement would have lapsed on March 6, and continued month to monthHowever, Vivint spoke with Ms [redacted] regarding her alarm service on June 2, 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 VivintCancellation of Ms [redacted] ’s agreement without penalty is not warranted, however Vivint would like to assist Ms [redacted] Vivint has agreed to waive the renewal of Ms [redacted] account and cancel the account without penaltyMs [redacted] no longer has any further contractual obligation to VivintIf 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***

Complaint: [redacted] I am rejecting this response because: I did not ask to cancel my agreement with this company as their response would seem to imply I simply wanted to express my issues with the way they conduct business and forewarn others before they choose them to provide security service to them And to further clarify the timeline of these issues with them, not only did I call on May 17th, but I also called twice on May 23rd which is when this plus minute call with their useless customer service team took place During that call is when an appointment was requested and scheduled for May 25th Had they held up their end of the request and agreement to send a technician out on May 25th, I would have never had to call back on that day That was the day that I found out that my appointment was cancelled because of their system scheduling a Texas based technician to service my system in Florida! It is only after that May 25th call that a technician finally was dispatched on May 26th and even then I had to practically flip out that morning to get a technician out that particular day If left up to them they were not going to send someone out until the following week AFTER Memorial Day I'd probably still be waiting for a technician to come this very day since their scheduling system is has no sensible logic built into it.You can stop responding MrW [redacted] because there is nothing that can be said that will ever change my opinion of your company and it's system I will never recommend your company to anyone nor will I ever accept your response to my complaint Again, I never asked to cancel my agreement and if you are going to quote timelines, try a little harder to be very accurate and very clear about the dates, times, and why it was necessary for me to even call your company Its shameful that I should have to even call at all, let alone according to the accurate timeline, multiple times within day period! Sincerely, [redacted] ***

June 23, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Paul N [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by MrN [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrN [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in progress to being resolved to MrN***’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***

November 25, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 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 has had equipment complications since the installation of his system that have not been resolved, and that Vivint has not compensated him sufficiently for the time that he has not used certain features of the Vivint systemMr [redacted] desires removal of Vivint’s equipment from his home, and cancellation of his Agreement without penaltyA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve this matter Vivint is willing to cancel Mr [redacted] ’s Agreement without penalty at this time, if he will allow Vivint to retrieve its equipment from his home Mr [redacted] may contact the representative who has reached out to him, to schedule an appointment for this removal Following removal of the equipment, the past due balance on the account will be waived and Mr [redacted] will 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

July 1, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Darrell C [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrC [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to MrC***’s satisfaction MrC [redacted] may contact this Vivint representative if he has any further concerns or questions.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***

Complaint: [redacted] I am rejecting this response because: Nathan, This is utter nonsense, I didn't dream up what your technician told me what the procedure was, I furnished his phone number in the last reply, call him and ask himAgain one more timeDan [redacted] told me it is procedure for the first days He may have said I dont recall for the customer to call him directly when there is a problem It is not my problem or fault that your employee is possibly operating outside of your policy and procedures by telling customers this I understand that it would be optimal for your call center to always be called so this could be documented, unfortunately your employee told me to call him and it ended up being times This in turn made your service unacceptableI can not keep going on having a technician come to my house every week not to mention have to keep erasing your app off mine and my wifes phone and reload it just to make it workThis is not acceptable, you are making me pay for a service that does not work properly I have plenty of video documented proof of all the ghost doorbells going off by them selves, my phone getting a notifications min later after someone rings the doorbellHaving to reload the apps because they freeze upAnd no its not our phone, we both have new phones and it is happening with both phones further you state that your representative has called me backwell guess whatheres the pattern of how your company deals with this........your company calls my cell and I am at work and they leave a message, with in a hour I get a notification that I have a Better Business Beruea complaint response in my e mail I log on and in the response it always says you have called me and I haven't returned the call Well ya you only gave me min to return the call before typing off the Revdex.com Reply and sending it off Pretty misleading, so listen to the attachment of your rep leaving me a voicemail apologizing for returning my call a week laterPretty misleading in your response saying I dont return calls The bottom line is I am not going to keep having a technician come to my houseMy next step will be news channel on your sideand every-time I see your post on facebook I will chime in negatively, Also I am a firefighter in Phoenix and I know a couple thousand firefighters in the phoenix area not to mention a few hundred police officersYou stand to lose a lot more money from me spreading this around than what my contract is worth to youI have had enough of this sillyness on this Revdex.com site as it obviously isnt going to get me anywhere either as your company obviously is more concerned about money than customer serviceI will be contacting the news channel this week hopefully they will come to the house and all show them the video and they will give me an interview, I am pissed and this isnt stopping here, Ill be going down the the court house to see what I can do to protect my credit and will eventually stop paying youput your self in my shoes would you pay for a service that doesnt work and keep letting a technician come out why would I lie about this I gave you his number, I have plenty of money and live in an upscale area its not like I cant afford it and I had a alarm service that was fine with no issues before this before I signed up with youYou havnt heard the end of this by no means but I am not going to keep wasting my time on this site and will be calling the Revdex.com to make sure this case is not cloased [redacted]

March 1, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 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 her monthly fee has not been reduced to reflect the return of her camerasAs such, she is requesting a refund of the overcharge of her monthly billVivint has not yet received the updated paperwork with Ms [redacted] ’s signature of acceptanceTherefore, the monthly rate is still reflecting the only contract Vivint has on fileOnce the signed documentation is returned to Vivint, the monthly rate will be changed and Vivint will refund any overcharges taken since the cameras were removedMs [redacted] may contact Vivint’s customer care department if she has any questions on how to complete 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 Vivint has not yet addressed their duty to provide continuous security service via the doorbell camera Any lapse in a security service results in a vulnerability that my family cannot afford Vivint has clearly shown that they do not have the operational capacity to keep this continuously working - which is both advertising on the part of the Vivnt sales representative as well as a breach of contract on Vivint's behalf.In my particular situation, I have an elderly mother-in-law with deteriorating Alzheimer's Disease She continues to open the door to anyone who knocks and the crime level in our city is at a concerning level I signed up for Vivint's services due to the doorbell and doorbell camera that helps me monitor who is entering and leaving my house Due to their inability to fulfill their end of the contract, I am requesting cancellation of my account without penalty I will need this resolved as soon as possible so that I may work with another service that can indeed assist my family given our vulnerability.Further, Vivint continues to penalize me by pushing out the visit of a technician I received a phone call from a Vivint representative that I now have an appointment scheduled for February 16th, - and therefore have to wait longer to have this potentially resolved.Cancellation without penalty is warranted at this time Sincerely, [redacted]

March 9, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 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 account after the initial term of her Agreement, but that Vivint continued to charge her for service after her request Ms [redacted] is willing to send Vivint payment for the days she had service in the billing cycle before her cancellation request, but she desires cancellation of her account and for Vivint to waive the remaining past due balanceA representative from Vivint has attempted to contact Ms [redacted] in an effort to resolve these concerns Vivint’s records show that Ms [redacted] ’s Agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint Vivint has received Ms [redacted] ’s final payment of $***To assist Ms [redacted] , Vivint has waived the remaining past due balance that was showing on the account 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***

October 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 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 was misled by Vivint regarding the terms of her agreement, and the capabilities of the systemMs [redacted] desires the cancellation of the agreement without penalty.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] contacted Vivint on February 9, 2015, to request cancellation of her accountDuring this conversation with a Vivint representative, Ms [redacted] was informed she is still within term and of her payoff amount if she wished to cancel earlyMs [redacted] later contacted Vivint on July 15, and reported an issue with her garage door sensorsMs [redacted] requested a Vivint service appointmentAs stated in Section of the agreement, Vivint applied a $copay for a serviceMs [redacted] asked for this fee to be waivedVivint agreed to lower the fee to $24.00, and scheduled the appointment for July 24, On July 21, 2015, Vivint received a request to cancel the appointmentVivint’s records further show that Ms [redacted] stopped making her monthly payments after March As such, the account was cancelled for non-payment on July 30, 2015, and was sold to an outside collections agency in September Cancellation of Ms [redacted] ’s account is not warranted at this time, but Vivint would like to assist Ms [redacted] Vivint has agreed to forgive the past due amount and reactive her service with VivintVivint has also agreed to give Ms [redacted] premium service on her account for freeWith premium service Ms [redacted] can request a service visit with a Vivint Field Service Professional for free at any timeVivint requests for Ms [redacted] to please allow for to business days for Vivint to reactive the service before requesting an appointment.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 2, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 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 offered a free move of the system to Ms [redacted] ’s new home, credit to cover two (2) months of service while she waits for installation in the new home, and a reduced monthly services fee for as long as she has service with Vivint Ms [redacted] may contact Vivint’s representative directly with any further 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: (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 Sincerely, Melisa B***

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] (formerly [redacted] )