Vivint Smart Home Security

June 1, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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] alleges that his system has not functioned properlyMr [redacted] desires cancellation of his Vivint agreement without penalty Vivint’s records indicate that Mr [redacted] first called Vivint on January 29, and spoke to a representative about his missing sensorA replacement sensor was mailed to Mr [redacted] ’s homeOn May 20, 2015, Mr [redacted] called Vivint requesting cancellationMr [redacted] was given the cancellation options Vivint offers to its customers; Mr [redacted] declined these offersVivint then offered a reduced payoff to Mr [redacted] to cancel his account; Mr [redacted] declined this offerOn May 29, 2015, a representative reached out to Mr [redacted] and offered an appointment with a Vivint field service professional to resolve his system concern, and two (2) months’ worth of service credited to his accountVivint records indicate this offer was acceptedShould Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ [redacted] If Mr [redacted] wishes to take advantage of this offer, I would advise him to 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]

January 30, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:In her rebuttal, Ms. [redacted] states that Vivint has not refunded a full 2 months of payments back to her parents. She states that the amount refunded should have been $139.98, but they have only been refunded $118.03. At this time, Vivint agrees to send a check in the amount of $21.95 to Ms. [redacted] at the address provided to the RevDex.com. With this check, a full 2 months will have been refunded to Mr. ***. Ms. [redacted] may expect this check in 7-10 business days.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

December 28, 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:In her rebuttal, Ms [redacted] alleges that she experienced an issue with her thermostat which Vivint was unable to resolve in a timely matter Ms [redacted] desires the cancellation of her account without penaltyVivint maintains its stance in regards to Ms [redacted] ’s accountMs [redacted] agreed to an initial term of forty-two (42) monthsVivint records indicate Ms [redacted] first contacted Vivint about a thermostat concern on December 8, After attempting to resolve the issue over the phone, the Vivint representative attempted determined the thermostat needed to be replacedAn appointment was scheduled for December 19, 2015, but was submitted to Vivint’s scheduling department to attempt to find a sooner appointmentUnfortunately, no sooner appointment was able to be foundVivint records indicate a Vivint field service professional was dispatched to Ms [redacted] ’s home on December 19, Cancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $1,749.75, however Vivint will take 40% off the payoff amount, bringing it to $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to credit her account two months of service for freeIf Ms [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 19, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, Date of Addendum: May 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 attempted to cancel her Agreement, but was told she was still under the AgreementShe does not recall renewing the AgreementShe desires cancellation of her agreement without penalty.A representative of Vivint has recently attempted to contact Ms [redacted] in an attempt to resolve her concernsAt this time, Vivint is willing to cancel Ms [redacted] ’s AgreementVivint’s records show that on August 12, 2010, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] and Mr [redacted] regarding their alarm service on May 17, Mr [redacted] represented that he was interested in extending the term of his AgreementBased upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreedIndeed, 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 thirty forty-two months from todayNo other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to VivintShe may contact Vivint if she has any further 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

April 24, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, 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 Vivint has not been able to set up service at her new residence, and that she was advised that her account was cancelled but then Vivint continued to bill her Ms [redacted] is now in collections, and she desires cancellation of her agreement without penalty and no further correspondence or obligation to VivintVivint’s records show that Ms [redacted] was offered either a free move or a reduced payoff of her account in January Vivint was unable to reach Mror Ms [redacted] to discuss these offers, and the account was cancelled due to non-payment and was transferred to an outside collections agency on February 28, 2015.Ms [redacted] has recently been in contact with a representative from Vivint and, in an effort to assist Ms***, the Agreement with Vivint has been cancelledMs [redacted] has no further contractual obligation to Vivint, and the account will be removed from collections 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]

November 19, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 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] alleges that she had sent in her notice of cancellation but her account remained active and she continued to be billedMs [redacted] desires her account to be cancelledVivint’s records indicate that Ms [redacted] called into Vivint on July 7, to upgrade her alarm systemMs [redacted] was granted a free upgrade for a forty two (42) month extensionThis recorded extension is available for review with Ms [redacted] if she desiresVivint has also been providing monthly monitoring service to her homeDue to Ms***’s extension her Agreement is valid and in effectNevertheless Vivint will agree to cancel her Agreement if Ms [redacted] will agree to pay her past due balance of $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 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 9, 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 was unaware of Vivint’s 30-day cancellation policy that is written in her agreementMs [redacted] requests that Vivint credit her account for the days that she did not received service Although not warranted, Vivint has agreed to waive Ms [redacted] ’s November payment out of goodwillMs [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 meI appreciate the resolution made by Vivint and the prompt follow up, thank you! Sincerely, [redacted] ***

June 30, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 2015To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has experienced multiple issues with her Vivint system and that she was unaware of signing a sixty (60) month contractShe is requesting immediate cancellation without penalty.At this time, Vivint is willing offer Ms [redacted] one month of free service to compensate for any inconveniences that she has encounteredCancellation without penalty is not currently warrantedVivint’s records show that on April 30, 2015, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months By signing this Agreement, Ms [redacted] represented that she understood and accepted all the terms of the contract, including the contract length and Vivint’s disclaimer that the operation of the equipment is not under warrantyIn the Agreement, Vivint promises to repair or service any defective part of the system as soon as possible during business hoursA Vivint technician replaced the panel and doorbell camera and installed a router, free of charge, on June 28, Due to the above information, cancellation without penalty is not warranted at this timeHowever, a month of credit has been applied to Ms [redacted] ’s accountIf 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 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn Mr***’s complaint he explains that he was not informed that it would take days for his account to be canceledAs such, Mr [redacted] requests that his last monthly payment of $be refunded back to him.A representative from Vivint has recently attempt to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionA refund of $has been issued back to Mr***’s checking account that Vivint has on fileMr [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

March 3, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 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 satisfactionIf she has any further questions, Ms [redacted] may 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***Chief Compliance Officer

January 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 2, 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 experienced issues with the service on her father’s accountAs such, Ms [redacted] requests that her father’s account be canceled and the equipment removed.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’ satisfactionMs [redacted] ’ father’s account has been canceled as of January 16, The equipment is theirs to do with as they see fitMs [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

April 24, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:It is true that I have been contacted by Vivint and that the situation has been partly resolved However, the issue -- which pertains to equipment that needs to be installed -- has not been fully resolved as I have been advised by Vivint that the promised equipment will not be available for at least another month Accordingly, I have agreed to follow up again with Vivint in early August to see if the promised equipment is available then Until the equipment is delivered or installed, it's inaccurate to say that the situation has been fully resolved Sincerely, Bayardo A***

September 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that a Vivint technician was able to resolve the issues with Ms [redacted] ’s thermostat on September 19, If Ms [redacted] is still experiencing issues with her thermostat I would advise her to call into Vivint so we can resolve the issue 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 BW***

November 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 23, 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 offered a total of five months of credit that she has not receivedMs [redacted] further alleged that she believed this credits would be applied in time to cover her first month’s service paymentMs [redacted] desires the credit of months of her service payment to be applied to her account and a refund of her installation fee and two months of her serviceVivint’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 October 23, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term, and agree to the first month charge to be invoiced after the installation of her systemFurther, 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 he understood his commitments to Vivint as outlined in the Agreement Vivint’s records indicate Ms [redacted] ’s account has been credit the five months she is requesting in her complaintHowever, Vivint will not credit Ms [redacted] her installation feeVivint shows an appointment with a Vivint field service professional is scheduled for November 13, 2015.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 9, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, 2015To Whom It May Concern:In her rebuttal, Ms [redacted] rejects Vivint’s previous responseMs [redacted] alleges Vivint has no showed for previous appointment beforeMs [redacted] desires the cancellation of her account without penalty Vivint maintains its stance in regards to Ms [redacted] ’s accountVivint’s records indicate a the prior service appointments Ms [redacted] references in her rebuttal were either not confirmed with Ms [redacted] or the field service professional went to her home and were unable to make contact with Ms [redacted] Repair rather than cancellation is the best course of action with Ms [redacted] ’s accountVivint would like to offer Ms [redacted] a free service appointment to resolve her concernsShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

October 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that his sales representative told him that his $activation fee would be waived but Vivint deducted this fee from his bank accountMr [redacted] desires a refund of $Vivint agrees to credit Mr [redacted] ’s account for $as a gesture of goodwill.Prior to the installation of any equipment, Mr [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 Mr [redacted] completed the required Pre-Installation Survey on August 29, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a one-time activation fee of $and a monthly monitoring fee of $each month during that term Further, Mr [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 Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the AgreementNevertheless, 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 4, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 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 her system’s remote access function has not workedMs [redacted] desires cancellation without penaltyVivint’s records indicate that on August 28, Ms [redacted] had called into Vivint and a representative was able to get her access to her system remotelyMs [redacted] has been approved for a free technicianIf Ms [redacted] desires she can redeem this free appointment and a technician will resolve any issues with her system and her remote accessVivint’s remote access capabilities are an added package to the monthly monitoring serviceSince Vivint has been providing monitoring service for the term of the Agreement cancellation without penalty is not warranted at this timeIf 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***

December 5, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 Vivint continues to charge him for equipment he no longer has, and that he was lied to at the time of sale Mr [redacted] desires a full refund of monies paid and removal of the Vivint system from his home A representative from Vivint has contacted Mr [redacted] via email in an effort to resolve this matter Mr [redacted] ’s equipment loan was reduced and a new copy was sent to him on December 1, In addition, Vivint is willing to cancel Mr [redacted] ’s service and further reduce his equipment loan by 30% if he still desires to cancel.Vivint’s records indicate that Mr [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to a monthly services fee of $and a monthly payment of $toward the equipment loan, for a total monthly fee of $He also represented that he understood the initial term of the service Agreement and equipment loan would be sixty (60) months, and that Vivint’s sales representative did not make any promises which were not written on the AgreementMr [redacted] requested a downgrade of his system shortly after installation to reduce his monthly costs, and Vivint agreed However, it took a few months to have the loan paperwork from Citizens Bank changed, and Vivint applied credit to Mr [redacted] ’s account to offset the extra amount he was being charged.Although cancellation of the Agreement and equipment loan are not warranted at this time, Vivint agrees to the above resolution If Mr [redacted] still wishes to cancel his service Agreement, Vivint is willing to cancel it without penalty In addition, Vivint will reduce the payoff balance of Mr [redacted] ’s equipment loan by 30%, bringing it from $1,to $ Mr [redacted] may contact Vivint’s representative directly to accept 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: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer