Vivint Smart Home Security

March 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her rebuttal, Ms [redacted] states that she has received no contact from Vivint representatives and has not received the processed refund of $Vivint records indicate that Ms***’s refund was processed to her bank account on February 21, A Vivint representative attempted to contact Ms [redacted] by phone at the number which she provided (301) 249-to confirm this information, Ms [redacted] did not answer and a voicemail was leftIf Ms [redacted] would like a receipt for the return she may reach out to the Vivint representative directlyVivint considers this matter 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 19, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: 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 name was used to enter into a System Purchase and Services Agreement without her consentMs [redacted] desires her name to be removed from Vivint’s internal systemsVivint has removed Ms [redacted] ’s name from its internal systemsMs [redacted] should not receive any further bills from a Vivint accountVivint apologizes for any frustration this matter may have causedIf 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 1, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 7, 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 had her contract erroneously extended when she moved the Vivint security system to a new locationShe requests cancellation of her Agreement with no penalty.Vivint’s records indicate that Ms [redacted] ’s Agreement was not extended when she moved her systemMs [redacted] stated she would send a copy of her Agreement documents to verify that they align with the documents Vivint has on fileVivint is awaiting the receipt of these documents.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

March 7, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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 matter has been resolved to Ms [redacted] ’s satisfactionHer Vivint system has been cancelled and Vivint has issued a refund in the amount of $60.99.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

December 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 19, 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 account with Vivint in July 2015, but Vivint continues to charge her for the serviceMs [redacted] desires the cancellation of the account without penalty and a refund of payments made in August through December After further review, Vivint has agreed to the cancellation of her account without penalty and she has no further contractual obligation to Vivint A Vivint representative has recently attempted to contact Ms [redacted] in an effort to resolve these concernsVivint has approved a refund of payments made, in the amount of $ [redacted] , to be refunded to bank account Vivint has on file for Ms***’s 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 – Legal Sincerely, Nathan *W***

November 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he attempted to cancel his account; however, he was told he would have to pay for one more monthMr [redacted] requests immediate cancellation of his account Vivint has agreed to immediately cancel Mr [redacted] ’s account Vivint’s records indicate that Mr [redacted] ’s notice of cancellation on October 27, Pursuant to section of the agreement, the notice of cancellation is to be received at least days prior to the expected cancellation dateTherefore, his account was to be cancelled on November 27, 2016, days from when the notice of cancellation was received 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

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. I waited until the deposit cleared before accepting the response. The deposit was made today. I hope to truly be finished with this and I hope Vivint will work on streamlining the Transfer Process, and ensure that no one else is double-billed on the same account. I'm pretty sure that's not legal and the amount of effort I had to put in to ameliorate it might make others give up in defeat. Thank you BBB for your mediation/intervention in this matter as clearly it was needed. Sincerely, [redacted] ***

April 10, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondMr [redacted] ’s Vivint account has been canceled effective immediatelyMr [redacted] has no financial obligation with Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his response, Mr [redacted] states that the payments in question were drafted by Vivint illegallyMr [redacted] requests that Vivint refund these payments.Vivint maintains its position as previously statedVivint did not receive a written notice of cancellation from Mr [redacted] within his three (3) business day right of rescission period and his account was therefore not cancelledUnless Mr [redacted] is able to provide verification that a written notice of cancellation was sent to Vivint in accordance with the instructions on the printed Notice of Cancellation, no refund is warranted.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

February 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondIn her complaint, Mrs [redacted] alleges that she has had complication in having a technician come out to upgrade her system Mrs [redacted] desires a refund of all monies paid to Vivint Inc("Vivint"), since October 21, and cancellation of her Alarm System Purchase and Services Agreement (“Agreement”) without penaltyAfter further review, Vivint’s records show that Mrs [redacted] ’s Agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint A representative from Vivint has contacted Mrs [redacted] , in an effort to resolve these concerns No refund would be warranted for this 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***

October 23, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionVivint’s records indicate that Ms [redacted] ’s Vivint account was cancelled on October 16, Ms [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

May 11, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 27, Date of Addendum: July 8, 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 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 agrees to Ms***’s request for cancellation with no penalty.Vivint’s records show that on April 27, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement would have lapsed on October 27, However, Vivint spoke with Ms [redacted] regarding her alarm service on July 8, 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 VivintDespite this information Vivint agrees to the above resolutionMs***’s Agreement 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 – LegalSincerely, Nathan *W***

October 12, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondIn her complaint Ms [redacted] alleges that her door locks have not been working correctlyMs [redacted] desires cancellation of the Agreement without penaltyVivint’s records indicate that Ms [redacted] has a scheduled technician appointment for October 30, to have the door locks repairedUpon the repair of the door locks Vivint will credit Ms [redacted] account for adequate downtimeCancellation without penalty is not warranted at this timeHowever Vivint will upgrade Ms [redacted] account to premium service, Ms [redacted] will now receive free technician appointments and free battery replacements for the life time of her AgreementIf 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***

April 12, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 4, Date of Addendum: January 11, 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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement At this time, Vivint is willing to immediately cancel Mr***’s agreement without penalty Vivint spoke with Ms [redacted] regarding her alarm service on January 11, 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] 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 thirty-six months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information mentioned, 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

January 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 14, Date of Addendum: May 12, 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 his mother unknowingly agreed to a verbal extension of her Vivint agreementMr [redacted] requests that Vivint cancel her agreement At this time, Vivint has agreed to immediately cancel Ms***’s account without penalty Vivint spoke with Ms [redacted] regarding her alarm service on May 12, 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-eight (48) month extension to which MsSnyder 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-eight months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information mentioned, Ms [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: Unless the contract you have differs from the one we were given section states that Vivint has the right to cancel or suspend the contract for nonpayment and all that jazz, We have been paying for a service that is not working which I am quite sure that you are aware of as you are the "Monitoring company" if the monitoring equipment is not in working order what exactly are you monitoring? You clearly want us to continue to pay for a service to which only your company is the only beneficiary which is great for you, Getting this service was a disastrous mistake on our part but paying for a nonworking service and paying for equipment that does not work and offers us no peace of mind at any moment someone can break in our home and murder my family and I all because the monitoring service we pay for every month is not functioningWe want it out of our home please come and take your equipment and we should not have to pay for it either the service promised was not upheld we do not have peace of mind or safety with a non working monitoring service Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:The credit to cover one month of service is farcical compare to the hardship I have been through and my doors locks are still not fixedI had another scheduled appointment for today 8/15/between 12-4pmHadn't I called Vivint's Legal Assistant, Carrie J [redacted] at around 12:30pm in response to her email, another appointment would of been missed making it the 5th appointment wasting my time and moneyShe told me that she see's a note that today's appointment was cancelled because the technician didn't have the right equipmentI responded, that no one has called me and told me anythingI just couldn't believe it After we have finished our conversation regarding other matters, she was kind enough to call me back to confirm that she had spoke with the scheduling department and yes the technician was not going to make it and the scheduling department is suppose to call me back to set up another appointmentCarrie made a tentative appointment with me for my repair on 8/8-10amI do hope that the scheduling department calls me to confirm that appointmentBefore I can say that Vivint has resolved of my complaint, I'm going to wait on Carrie's response to confirm that they will replace my old panel with an updated one and camera's for my other property as we discussed earlierAlso, fixing my existing issues with my door locks Sincerely, [redacted] ***

August 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, Date of Addendum: August 3, 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 System Purchase and Services Agreement (“Agreement”) over the phone with Vivint, and that he is unable to cancel his Agreement at this timeMr [redacted] desires cancellation of his Agreement without penalty.In an effort to assist Mr [redacted] at this time, Vivint agrees to cancel his Agreement, effective immediately.Vivint’s records show that on May 24, 2008, Mr [redacted] signed his Agreement with Vivint, with an initial term of sixty (60) months Vivint spoke with Mr [redacted] regarding his alarm service on August 3, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his Agreement to keep his low monthly rate and upgrade his alarm panel 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 VivintDespite this information, Vivint has cancelled Mr [redacted] ’s Agreement and he 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***Chief Compliance Officer

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 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] by phone in an effort to resolve his concernsVivint’s records indicate that this matter is in the process of being resolved to Mr***’s satisfactionA check has been issued and sent for $and should arrive within the next 7-business daysIf Mr [redacted] has any questions he may contact a Vivint 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

September 26, 2016Revdex.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:In their rebuttal, Mrand Ms [redacted] state that they were charged for service not renderedVivint maintains its stance in regards to Mrand Ms [redacted] ’s accountVivint reviewed the call between Vivint’s representative and Mr [redacted] requesting additional equipment on August 31, Mr [redacted] was informed of the cost associated with added the requested equipmentAs such Mrand Ms [redacted] ’s monthly rate was increasedThe Agreement states that Mr [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 2.5)When the appointment was cancelled, the change in the monthly rate had already occurred but was previously authorizedGiven Mrand Ms [redacted] did not receive the additional equipmentVivint authorized a refund of $to be sent back to the checking account on file and their monthly rate was lowered back to their original rate Cancellation of the account without penalty is not warrantedShould Mrand Mrs [redacted] wish to cancel their Vivint agreement prematurely, they may pay off the remaining balance on their account – currently $4,987.42; however Vivint will take 25% off the payoff amount, bringing it to $3,If Mrand Mrs [redacted] wish to take advantage of this offer, I would advise them 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