Vivint Smart Home Security

October 27, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 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] ’s satisfactionIf he has any further questions or concerns, he 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com: I spoke with Bea from Vivint and she will be sending a tech Friday and crediting me for the service call as well as an additional month So long as the issue is resolved when the tech comes out then I will consider this resolution is satisfactory to me Sincerely, [redacted] ***

August 14, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, 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 account was supposed to be cancelled; however, her account continues to be charged Vivint’s records indicate that Ms***’s account has been cancelled and she has been refunded the amount of $Vivint apologizes for any undue delay or inconvenience this may have caused 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 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 7, 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 was misled by a Vivint representative regarding the term of his agreementMr [redacted] desire a refund of payments made after he first requested cancellation of the account in September Vivint’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 7, During the recorded Pre-Installation Survey, Ms [redacted] 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 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 Agreement Contrary to Mr [redacted] allegations, Vivint has no record of a request for cancellation on the account prior December 8, Nonetheless, the original agreement had an end date of December 7, Vivint did not receive a written notice of cancellation day prior to the desired cancellation date, so the account continued on a month to month basis (Section 2.4)Mr***’s account was cancelled on January 8, A refund of payment made between the months of September to January is not warrantedHowever, in an effort to resolve this matter, Vivint has agreed to refund Mr [redacted] $ [redacted] back to the checking account on file; the total amount paid to Vivint in January 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 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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] satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requests 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 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 7, 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 cancelled his System Purchase and Services Agreement (“Agreement”) in April of but Vivint continued to charge him for serviceMr [redacted] desires his Agreement cancelled without penalty and for Vivint to stop all attempts to collect a debtVivint agrees to waive any past due balance and to cancel Mr [redacted] ’s Agreement without penaltyAs of the date of this letter Mr [redacted] has no further obligation to VivintVivint’s records indicate that Mr [redacted] called into Vivint on April 12, to inform Vivint that he desired cancellation, he later decided that he would like to move his system into his new residence and Vivint granted him with a month long deferment so Mr [redacted] could move into his new home and would not have to worry about paying his service fee while he was moving residencesMr [redacted] then decided that he would like to cancel his AgreementSince the process of cancellation was stopped to facilitate a move the cancellation process had to be started anewSince Mr [redacted] did not complete his second cancellation request his Agreement remained active and he was charged for monthly serviceNevertheless, Vivint agrees to the above 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

January 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 1, 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 she was not given the option to take over the exiting account at his address which made his contract with Vivint have a longer term lengthAs such, Mr [redacted] requests that six months of credit be placed on his account.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionVivint has placed months of credit on Mr***’s accountMr [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

June 10, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Adam G [redacted] Vivint Account #: [redacted] Date of Agreement: April 17, 2013 To Whom It May Concern:I have... reviewed the information provided by Mr. G [redacted] and appreciate the opportunity to respond. In his complaint, Mr. G [redacted] alleges that he was misled regarding the term of his agreement. Mr. G [redacted] desires to be cancelled without penalty.Vivint’s records indicate that prior to the installation of any equipment, Mr. G [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 Agreement. Our records show that Mr. G [redacted] completed the required Pre-Installation Survey on April 17, 2013 During the recorded Pre-Installation Survey, Mr. G [redacted] represented that he understood and agreed to the initial term of forty two (42) months. He also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that term. Further, Mr. G [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. G***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Cancelation without penalty is not warranted at this time. However in an effort to assist Mr. G [redacted] Vivint has agreed to discount Mr. G***’s contract pay out amount by (10) ten percent.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: [redacted] , attention Department 160 – Legal. Sincerely, Nathan *. W***

December 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 21, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to 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] ’s 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

September 30, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 respondA representative from Vivint has attempted to contact Mr***Vivint is willing to cancel his account and remove the equipment as requestedVivint requests that Mr [redacted] contact the representative who has been working with him to make arrangements for the removal of the equipment and repairs to Mr***’s home.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 13, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that she has had issues with the billing serviceMs [redacted] requests that her account be canceled.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 has been resolved to Ms***’s satisfactionMs***’s has been canceled as of October 13, Ms [redacted] no longer has any obligation to VivintMs [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

March 16, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 18, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] states that his Agreement was incorrectly extended by Vivint and that Vivint failed to repair his security systemMr [redacted] requests cancellation of his Agreement with no penalty.Vivint maintains its position as previously statedVivint’s records show that Mr [redacted] had the system moved into a new residence on May 13, 2017, at this time Mr [redacted] ’s Agreement was not extended and his original Agreement remains in full force and effectRecords indicate that Mr [redacted] made no effort to alert Vivint to technical problems with his system following that dateMr [redacted] ceased making payments to Vivint after May In accordance with the Agreement Mr [redacted] ’s account was cancelled and transferred to a third party collections agency on September 29, 2017.Should Mr [redacted] pay the past due balance on his account Vivint is willing to continue service and provide a technician to address Mr [redacted] ’s service issuesIf Mr [redacted] is not interested in this offer then he must settle the balance of his account with the 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 2, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA Vivint representative has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is currently being resolved to Ms [redacted] ’s satisfactionIf she has any further questions or concerns, she 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

October 10, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, Date of Addendum: January 28, 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 recently moved and made efforts to transfer her service to the new owner of her home, but that Vivint will not cancel her account and continues to bill her for serviceMs [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty and written confirmation of such.At this time, Vivint agrees to cancel Ms [redacted] ’s Agreement and waive the past due balance of $84.90, effective immediately.Vivint’s records show that on May 18, 2007, Ms [redacted] signed a Purchase and Services Agreement with APXAlarm/Vivint, with an initial term of sixty (60) months Ms [redacted] signed a new sixty (60) month Agreement with Vivint on January 28, in exchange for an upgraded system and to maintain her low monthly rate As such, Ms [redacted] is still within this term for services, and her account was not taken over by a third party Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

September 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: N/A Date of Agreement: N/A 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 a sales representative from Vivint came to his home late at night and acted unprofessionally Mr [redacted] desires for Vivint to take disciplinary action in this matter.I have reported this activity to the Sales Manager in Mr***’s area I have also requested that Mr [redacted] be placed on a Do Not Visit list so that he will not receive further contact from Vivint’s representatives 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 4, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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] alleges that her husband requested cancellation of his account on April 6, 2015, and that he paid the remaining balance of his agreement at that time Ms [redacted] alleges that the account is still active, and she desires for the account to be cancelledVivint’s records show that Mr [redacted] signed an agreement with Vivint on January 28, 2012, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Mr [redacted] on April 6, 2015, and the remaining balance on his account was paid Mr***’s account was cancelled prior to the end of the thirty (30) days after notice was given, on April 24, 2015, at Mr***’s request.Mr***’s account has been cancelled, 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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

October 28, 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 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

June 25, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Nykia P [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, To Whom It May Concern:I have reviewed the information provided by MsP [redacted] and appreciate the opportunity to respondIn her complaint, MsP [redacted] alleges that she was misled by a Vivint representative regarding contract terms, and has now moved and is unable to cancel her agreement MsP [redacted] further alleges that she has been paying for service that she has not been receiving for many months MsP [redacted] desires cancellation of the Agreement without penalty, and a refund of monies paid to Vivint during the time she has been without service Vivint’s records indicate that prior to the installation of any equipment, MrNoble P [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 MrP [redacted] completed the required Pre-Installation Survey on September 4, During the recorded Pre-Installation Survey, MrP [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month during that term Further, MrP [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 MrP***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint addressed with Mrand MsP [redacted] their issue with the sales representative in December 2013, and the issue was resolved at that time Pursuant to the signed Purchase and Services Agreement, cancellation of MsP***’s agreement without penalty is not warranted at this timeVivint’s records further show that MsP [redacted] notified Vivint of her move in August 2014, and she was given her cancellation options Vivint applied three (3) months credit to her account at that time, and advised her to call back to schedule the move of her equipmentVivint did not receive further correspondence from MsP [redacted] regarding her move Despite this, Vivint has forgiven the past due balance on MsP***’s account, which covers more months of service that were charged to the account after she had moved.A representative from Vivint has recently contacted MsP***, in an effort to resolve these concerns Vivint is willing to move equipment to MsP***’s new home at no cost to her at this time Alternately, should MsP [redacted] wish to cancel her agreement prematurely, Vivint is willing to reduce her payoff amount MsP [redacted] has also been offered payment plans for this reduced payoff option If MsP [redacted] wishes to take advantage of either of these offers, I would advise her to contact the representative she has been working with 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: [redacted] , attention Department – LegalSincerely, Nathan *W***

November 29, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 4, To Whom It May Concern:In her rebuttal, Ms [redacted] requests further proof to the validity of the Agreement which she signedShe further explains that the installation of the Vivint Security System caused damage to doors in her homeShe requests $10,as compensation for this damage.Vivint has included a copy of an Esign Consent between Ms [redacted] and Vivint in which she gives her explicit consent for the System Purchase and Services Agreement (“Agreement”), which was previously provided, to occur electronicallyAdditionally, as previously indicated, in the Pre-Install survey Ms [redacted] acknowledged and agreed to an electronic Agreement at that time.In regards to the damage to Ms [redacted] doors; Pursuant to Section of the Agreement Vivint is not responsible for damages arising from the installation of the security system in Ms [redacted] ’s home.Vivint maintains its position as previously statedMs [redacted] must settle the balance of her account with the 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

June 10, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Jeffery C*** Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondIn her complaint, MrC [redacted] alleges that he has requested cancellation of his wife’s account due to milit**y orders but the request has not been fulfilledUnfortunately, I am unable to find the Vivint account in question with the information given by MrC*** I would advise MrC [redacted] to respond with the address of the premise where the al**m system is, or the name of the account holder, so that I may further review the situation.If you have further questions or concerns reg**ding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Dep**tment – LegalSincerely, Nathan W***