Vivint Smart Home Security

February 5, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was misled by a Vivint representative regarding the term of her agreement, and the monthly cost of the serviceMs [redacted] is requesting that the original offers she was given be honored 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 29, During the recorded Pre-Installation Survey, Ms [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, 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 Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Ms [redacted] ’s account was cancelled on November 27, for non-payment and was sold to an outside collections agencyMs [redacted] must settle the balance of her account with this outside collections agency 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 – Legal Sincerely, Nathan *W***

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 meVivint must change their customer service practices, train their staff in appropriate resolutions to customer issues and provide timely, professional assistance for mistakes and irregularities in their customer accountsThis has been a stressful, totally unnecessary use of time and resources to reach this resolutionSomething is very wrong with the internal workings of this companyI will not recommend Vivint to anyone who will listenBefore this fiasco, I was satisfied, even excited about the system installed in my homeWord to the wise, research businesses before signing on the dotted line Sincerely, [redacted]

October 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 8, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] explains that he was told by the sales representative that he could cancel his agreement with Vivint at any timeMr [redacted] requests that his account with Vivint be canceledA representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve these concernsVivint does not have record of any promises made by the sales representative that is not on the contractTherefore the cancelation options applyHowever, in an effort to assist Mr [redacted] Vivint can offer a 50% discount on Mr [redacted] ’ cancelation feesIf Mr [redacted] would like to move forward with this resolution of if he has any questions he can contact the representative who reached out to him 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief compliance officer

September 15, 2017Revdex.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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has been billed by Vivint since February although she does not have a Vivint system and has not spoken with Vivint representativesShe requests a cessation of billing and a refund for all payments that were processed.A Vivint representative has contacted Ms [redacted] in an effort to resolve her concernsVivint has been unable to locate the payments in question using the information which was provided by Ms [redacted] Ms [redacted] stated she will verify the information with her bankUntil the correct information is provided to locate the payments in question Vivint is unable to assist furtherVivint recommends that Ms [redacted] dispute the charges as fraudulent through her financial institution.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***

August 6, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Billy A [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, To Whom It May Concern:I have reviewed the information provided by MrA [redacted] and appreciate the opportunity to respondA representative from Vivint’s Home Damage department has recently attempted to contact MrA [redacted] and MrA [redacted] ’s desired contractorVivint’s home damage department requires a price quote in writing from the contractor in order to proceed with the Home Damage caseI would advise MrA [redacted] to contact Vivint with the price quote or to have the contractor call into Vivnt with the price quote If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: Vivint did not try to contact me I requested by fax (received confirmation) and e-mail to cancel my account on 07-07- I had an appointment scheduled for 07-15-between 8AM and 11AM for them to remove the equipment They never showed up or phoned me I was told later that the tech had a death in the family I missed over hours of work I then got in touch with their account manager by the name of Corey and was told I would receive a full refund of $(debited from my checking account on 07-21-16), which I have not received The equipment was removed from my home on 07-22-16.I would like to receive my full refund Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] I do not accept this response because the signature on her license is different from whats on the contractThis company is a scam and I do not want any part of themI have no problem with paying the $to prove my caseSCAM SCAM SCAM (VERY DISHONEST SCHEME)

February 19, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 2014 ... To Whom It May Concern: I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] alleges to moving her residence and being unable to cancel her System Purchase and Services Agreement (“Agreement”). She desires cancellation without penalty from her Agreement from Vivint Inc (“Vivint”). Unfortunately, changing residence is not grounds for cancelling the Agreement. Mrs. [redacted] ’ Agreement began on July 22, 2014, and continues for an initial term of sixty (60) months. She agreed to pay $ [redacted] plus applicable taxes, each month throughout that term. Since Mrs. [redacted] has moved from the location where the system was initially installed, Vivint makes various options available to ensure that she can fulfill her obligation under the terms of her Agreement. (1) Vivint could remove the system from Mrs. [redacted] ’ home and install it at her new residence. (2) Vivint can install a new system at Mrs. [redacted] ’ new residence for a nominal fee. (3) Mrs. [redacted] may pay off the remaining balance of her Agreement, currently $ [redacted] , however, in order to assist Mrs. [redacted] , Vivint will reduce her payoff amount by 55%, making the payoff amount $ [redacted] (4) Vivint will allow Mrs. [redacted] to transfer the remaining balance of the Agreement to a third party who can fulfill the terms on her behalf. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W***

Complaint: [redacted] I am rejecting this response because: The collections agency does not wish to disclose its own business namePlease verify the name of the agency responsible for collecting this debt as there have been calls from multiple agents from various named businesses that do not seem affiliated with one another.In order to expedite this process I need to know who is collecting and where they are located as they continually refuse to disclose this informationThe mishandling of this matter I place the blame squarely on Vivint HOWEVER I will yield should I receive information on WHOM I will be dealing with in settling this debtThe current problem I am facing is a matter of mishandling of information crucial to settling this debt.I would like to make note that I will wholeheartedly comply with Vivint's attempt to collect its owed debt HOWEVER I cannot do this if I don't know who I'm supposed to be dealing with.I WILL ACCEPT a response containing the name of the collections agency and the mailing address for this company Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:MrW***’s response exemplifies the lack of honesty and poor customer service I have experienced from Vivint, along with the technical failures of the system, which I am still experiencing to this day In MrW***’s first statement he claimed that the first issue was reported on February 19, and I was not willing to pay for a technician I then called back on March 7, and an appointment was made for March 7th According to him, I rescheduled my appointment and then called back again to reschedule In this new statement he now admits that I did not reschedule and that indeed his technician did not show up MrW [redacted] also changed his story that I simply had batteries changed in a motion detector on the last visit, to now admitting that the main panel was replaced MrW [redacted] had all this information available to him when he initially responded but did not disclose the truth because he knows that it makes his company look badI do not have the luxury of having all dates documented, but I called Vivint twice before February 19, because of alarms I was getting on the panel I was walked through some trouble shooting steps by technical support that solved the issue However, the problem persisted later, which prompted me to call back on February 19th and asked for a technician to be sent out I did refuse to pay for the technician to come out because I felt as though I shouldn’t have to pay to have equipment checked that had been installed for less than a year I then called at least twice in for issues with the panel communicating with the door locks and was walked through trouble shooting with technical support And prior to a technician coming out on April 27, 2017, I spoke with a technician who tried to troubleshoot the issues with the panel over the phone but nothing could be done The final issue with the panel was that it would not allow me to enter my pin and the alarm would go off when I came in the house or when I went to arm the house it would set the alarm off and give a message that the panel was being tampered with This occurred so frequently, the representative recommended putting the system on “Test” on there end so they did not have to call my phone or send a message through the panel to check to see if everything was ok With the system being on “Test” my house was technically not being monitored MrW [redacted] fails to mention any of these conversations I’ve had with their representatives At this point, I refuse to continue to pay for a service that has consistently not worked I’ve received poor customer service and would be a fool to keep taking off from work to let a technician come out to my house only to have the problem occur again I request a arbitrator look at my case and make a determination to whether or not I should have to pay for a service that I am not receiving and faulty equipment Again, the last technician was at my house on April 27, and I experienced equipment issues the following day Sincerely, [redacted]

June 10, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Kirk [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he has had equipment complications with his security system that have not been resolved, and that he has had complications with a scheduled service appointment to address these issues Mr [redacted] further alleges that he has been unable to cancel his Agreement with Vivint because of a verbal extension He desires cancellation of his Agreement without penaltyA Vivint Field Service Professional is currently scheduled to be dispatched to Mr***’s home on June 22, 2015, to address his equipment concerns A representative from Vivint has recently attempted to contact Mr***, in an effort to resolve this matter To assist Mr***, Vivint is willing to allow cancellation of his extended Agreement without penalty If Mr [redacted] would still like to cancel his appointment and his account, he may contact the representative who has reached out to him directly, via email or telephone, or he may 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, Nathan * [redacted]

October 25, 2017Revdex.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 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 satisfactionMs [redacted] ’s agreement with Vivint has been cancelled without penaltyMs [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

September 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 15, Date of Addendum: February 23, 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 without penalty At this time, Vivint has agreed to immediately cancel Mr [redacted] ’s account without penalty Vivint’s records show that on March 15, 2010, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months Vivint spoke with Mr [redacted] regarding his alarm service on February 23, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a twenty-four (24) 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 twenty-four 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 above, 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

February 9, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 2, 2015 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 she requested cancellation of the account due to equipment concerns, but Vivint will not cancel the account. Ms. [redacted] desires the cancellation of the account without penalty. 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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on September 2, 2015. 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 term. Further, 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 Agreement. Vivint relied on Ms. [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. In section 4 it states, “You may cancel this agreement at any time prior to midnight of the third business day after the date of this transaction.” Vivint did not receive a request to cancel Ms. [redacted] ’s account within these three business days.Ms. [redacted] notified Vivint of an issue with her doorbell camera on September 18, 2015. Vivint scheduled an appointment for October 19, 2015. When the service technician arrived at Ms. [redacted] ’s home for the appointment, no was home. Cancellation is not warranted at this time. Should 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] . Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing to schedule a service appointment for free. If 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W***

January 7, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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 on November 25, 2015, but Vivint drafted a payment after her cancellation dateMs [redacted] desires the refund of the final payment made Vivint’s records indicate that a refund in the amount of $is being sent back to the checking account on file, to refund Ms [redacted] ’s final paymentMs [redacted] ’s account is cancelled, and she has no further obligation to Vivint I apologize for any undue delay in this process.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 21, 2017Revdex.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 respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter is in the process of being resolved to Mr***’ 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 20, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, 2016 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 her alarm system has not operated correctly since it was originally installed. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint agrees to cancel Ms. ***’s Agreement without penalty and waive any past due balance provided Vivint can remove the alarm system from her home. I would advise Ms. [redacted] to contact Vivint and schedule an appointment to facilitate this resolution. Vivint’s records indicate that a technician recently went out to Ms. [redacted] home and tested her internet connection to the master alarm panel. It was discovered that Ms. ***’s internet speed was not fast enough to handle all of Vivint’s equipment. By signing her Agreement Ms. [redacted] agreed to provide adequate internet service to ensure that the alarm system would operate efficiently as stated in section twelve (12). Nevertheless, Vivint agrees to the above resolution. 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 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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 has had issues with the equipment and that he no longer uses the systemAs such, Mr [redacted] requests that his account be cancelled without penalty.At this time, Vivint agrees to send a technician to Mr***’s home to fix the issues Mr [redacted] has experiencedOr, to discount Mr***’s contractual buyout fee by fifty (50) percentA representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] entered into an agreement with Vivint on July 16, Mr [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint a monthly fee of $each month of that termVivint does not have any record of Mr [redacted] calling into Vivint to fix or assist him with the equipment in his homeBecause Mr [redacted] is still within his original agreement term and because Vivint was never informed of any issues and therefore not given an opportunity to fix the equipment cancellation of Mr***’s account without penalty is not warranted.In an effort to assist Mr [redacted] Vivint agrees to the above resolution of Mr***’s choosingIf Mr [redacted] would like a technician to fix his equipment or if he would like to terminate his agreement early with a discounted buyout fee he may contact the Vivint repetitive who reached out to him.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, Sheri W***

February 3, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 12, 2015 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 concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted] ’ satisfaction.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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W***