Vivint Smart Home Security

September 29, 2017Revdex.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 Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that a full refund was sent to Ms [redacted] via check and that she will be receiving the refund on or before October 2, 2017.Due to Vivint’s failure to collect the equipment within days from cancellation, Ms [redacted] is no longer obligated to return anything to VivintThe account has been cancelled and Ms [redacted] is under 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

December 30, 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he was contacted by an attorney stating he was hired in regard to a lawsuit on behalf of VivintMr [redacted] further alleges his account was cancelled with Vivint two years ago because of a military move and all the documents were sent to VivintVivint’s records show that Ms [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that termMr [redacted] contacted Vivint on January 31, 2014, to request cancellation of his account due to a military moveDuring this conversation with a Vivint representative, Mr [redacted] was instructed to send in documentation of his military orders and a written notice of cancellationVivint never received the requested documentation in order for the account to be reviewed for possible cancellation; as such the account remained active and continued to be invoicedVivint’s records further show that Mr [redacted] stopped making his monthly payments after November As such, the account was cancelled for non-payment on February 28, 2014, and was sold to an outside collections agency Mr [redacted] must settle the balance of his account with this outside collections agency at this time.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 22, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that he has been dissatisfied with the cancellation processMr [redacted] requests that his account be cancelled As stated in the email that Mr [redacted] referenced, his account has been cancelled and he will no longer be billedMr [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

November 4, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 2, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’ complaint she explains that she has experienced issues with the 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***’ satisfactionThe account has been canceled as of November 4, without any additional chargesMs [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

July 29, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 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***’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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

June 18, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Betty T [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern:I have reviewed the information provided by MsT [redacted] and appreciate the opportunity to respondIn her complaint, MsT [redacted] alleges that she was misled by a Vivint representative regarding the terms of her contract, and now is unable to cancel her Agreement MsT [redacted] further alleges that she has had complications with her equipment that have not been resolved MsT [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that prior to the installation of any equipment, MsT [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 MsT [redacted] completed the required Pre-Installation Survey on June 17, During the recorded Pre-Installation Survey, MsT [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term Further, MsT [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 MsT [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Cancellation of MsT [redacted] ’s agreement without penalty is not warranted at this timeVivint’s records indicate that MsT [redacted] notified Vivint of her equipment concerns The problem was caused by sensors from a previous alarm system not connecting with Vivint’s system When this issue was unable to be resolved by troubleshooting and a service visit, Vivint scheduled an appointment with MsT [redacted] to replace the existing sensors with new wireless sensors, at no cost to MsT [redacted] MsT [redacted] declined this service.A representative from Vivint has recently attempted to contact MsT [redacted] , in an effort to resolve these concerns Vivint remains willing to replace MsT [redacted] ’s existing sensors at no cost, and this would resolve the issues with her system Alternately, should MsT [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $ [redacted] In an effort to assist MsT [redacted] , Vivint is willing to reduce her payoff amount by 40%, bringing the total payoff amount to $ [redacted] If MsT [redacted] wishes to take advantage of either equipment replacement or the reduced payoff, I would advise her to contact Vivint’s Customer Loyalty department at [redacted] , or she may directly contact the representative who has attempted to reach her via email or phone.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***

August 26, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 24, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she explains that she has had issues with the equipmentMs [redacted] requests cancelation of her accountA representative from Vivint has recently attempted to contact Ms [redacted] over the phone in an effort to resolve her concernsVivint’s records indicate that a Vivint technician went to Ms [redacted] ’s home on October 30, That technician noted that everything was working and that he changed the batteries in the sensors and updated the software on the control panelMs [redacted] called in on August 15, and explained that her glass brake sensors was not workingA new glass brake sensor was sent out to herMs [redacted] explains that she has not gotten that sensor yetVivint would be able to send a Vivint technician out to Ms [redacted] ’s house to replace that glass brake sensorDue to this fact cancelation of the account without penalty is not warrantedVivint would be happy to set up an appointment to fix these issues [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or if she would like to move forward with this 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: ###-###-####, 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 DO NOT LIKE WHEN A BUSINESS LIES ABOUT WHAT REALLY HAPPENED AND WHAT IS GOING ON, BUT I DO ACCEPT THEM GETTING THEIR SYSTEM AT ANY TIME ANY DATE AND CANCEL THE CO TRACT THAT IS ILLEGALLY IN MY WIFES NAME AND THAT THERE WILL BE NO CHARGES THERE FOR AFTER Sincerely, [redacted]

May 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 8, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsMr***’s account has been closed 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

March 9, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, she explains that she is no longer under contract with Vivint and requests for Vivint to stop calling herVivint’s records indicate that on January 8, 2015, Ms [redacted] verbally agreed to extend her agreement for monthsHowever, due to the misunderstanding, Vivint has agreed to immediately cancel her account and waive the balance of $ [redacted] A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsMs [redacted] has no further obligation to Vivint and she may contact the representative that contacted her if she has any 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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

November 9, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, 2010 Date of Addendum:... February 28, 2014 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] alleges that her initial term of her Agreement had ended, but Vivint will not cancel the account until February 2017. Ms. [redacted] desires for the account to be closed without penalty. Vivint’s records show that on August 5, 2010, 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 February 5, 2014 and continue on a month to month basis. However, Vivint spoke with Ms. [redacted] regarding her alarm service on February 28, 2014. 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 at a lower monthly rate of $34.99 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 Vivint. Cancellation of Ms. [redacted] ’s agreement without penalty is not warranted, however Vivint would like to assist Ms. [redacted] . Vivint has agreed to waive the final four months of the Agreement and cancel her account as of today. 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: II am glad to hear that I'm am no longer in a contract with givingAnd I'm also glad that they took the time to list all of the credits for the last yearbut that only goes to show that their equipment is very faulty and the customer service is just as badThank you Revdex.com for your help with this and I really wish giving would have handled this better that "we apologized " over and over and over again Sincerely, [redacted]

December 16, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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 attempted to have his alarm system moved to a new residence but Vivint moved his system to his wife’s new home rather than his ownMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) canceled without penalty or for Vivint to install an alarm system into his new residence without charging him for new equipmentVivint agrees to cancel Mr [redacted] ’s Agreement without penalty or Vivint will install a new alarm system into his new residence with no $move fee, no $fee for a new alarm panel and will provide him with eighteen (18) points towards new equipmentA representative has recently attempted to reach out to Mr [redacted] to discuss this matter furtherI would advise Mr [redacted] to contact the agent so a resolution can be discussedIf 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 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: February 5, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he began having problems with his system within the first year it was installed and did not want to pay Vivint’s trip fee for a service visit Mr [redacted] explains that Vivint was not willing to help him with these issues, and he desires cancellation of his Agreement without penalty In resolution to this matter, Vivint agrees to send a technician to Mr***’s home at no cost, to address any issues with his system In addition, Vivint agrees to reduce Mr***’s monthly services fee by 55% for the remaining months of his Agreement term This also reduces the payoff balance by 55%, should he wish to pay off and cancel his Agreement prematurely Vivint’s records indicate that Mr [redacted] signed an Agreement with an initial term of sixty (60) months and a monthly services fee of $60.99, plus any applicable taxes, during that term The Agreement states that Vivint will provide a replacement for any defective part without charge, but the customer will pay a visit charge for each service call(Section 6: Repair Service) Vivint’s records show that Mr [redacted] called to report issues with his system, including the door lock, on October 18, 2014, and a service visit was scheduled and completed on October 20, Vivint did not hear from Mr [redacted] again until December 6, when he called with questions about his bill.Cancellation of Mr***’s agreement without penalty is not warranted at this time; however, his monthly services fee has been reduced to $(plus any applicable taxes), and if he wishes to schedule his free service visit or pay off and cancel his account at the reduced rate, he may 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

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, Jeremy 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] Just waiting for Vivint to contact me and set a time to come remove their equipment

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 will be calling customer service to set up two cameras @ $each and no installation charge Sincerely, [redacted]

November 19, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, 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 she has had billing complications that have not been resolvedMs [redacted] desires the cancellation of her account without penalty.Vivint’s records indicate that on August 5, 2014, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months As such, Ms [redacted] agreed to pay her monthly service fee of $ [redacted] each monthCancellation of Ms [redacted] ’s agreement without penalty is not warranted at this time Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $ [redacted] ; however, because of the misunderstanding, I would be willing to lower Ms [redacted] ’ payoff amount by 40%, bringing the total payoff amount to $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing her current past due amount of $*** 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 – LegalSincerely, Nathan *W***

September 14, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] and [redacted] *** Vivint Account #: [redacted] Date of Agreement: March 6, To Whom It May Concern:In his response, Mr [redacted] states he is unsatisfied with Vivint’s previous response of sending field service professional to repair the systemMr [redacted] desires the cancellation of his agreement without penaltyVivint maintains its stance in regards to Mr***’s accountVivint’s records indicate that following the installation of the equipment, Mr [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important detailsOur records show that Mr [redacted] completed the required Post-Installation Survey on March 6, During the recorded Post-Installation Survey, Mr [redacted] represented that he was satisfied with the installation of his systemMr [redacted] was also informed of his right of rescission period where he could request cancellation without penalty; Vivint received no request from Mr [redacted] during this timeIn addition, Mr***’s signed Purchase and Services Agreement agreeing 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 termVivint maintains its stance that repair rather than cancellation is the proper action for Mr***’s accountShould Mr [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] If Mr [redacted] wishes to take advantage of this offer, I would advise his 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***

August 15, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 19, 2010Date of Addendum: October 18, 2013 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] states that she attempted to cancel her contract with Vivint in 2015 but that Vivint claimed she was still within the contract’s term. She is requesting that Vivint remove the account from collections and cancel her Agreement. At this time, Vivint is willing to remove the account from collections and waive any remaining balance.Vivint’s records show that on July 19, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service in October of 2013. During this call, Ms. [redacted] represented that she was satisfied with Vivint’s service and agreed to a contract extension in order to secure her monthly rate. 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 Vivint. Furthermore, as stated in the Agreement, Vivint requires that a written Notice of Cancellation be sent in order to process the account for cancellation. No such notice was received. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. The account has been cancelled and removed from collections. She may contact Vivint’s representatives 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer