Vivint Smart Home Security

January 4, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 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 he was experiencing equipment issues which Vivint did not resolveMr [redacted] further states he has requested cancellation of the account, but Vivint denied this request sighting an Agreement with a five (5) year termMr [redacted] does not recall agreeing to that termAs such Mr [redacted] desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsAt this time, Vivint is willing to remove the account from collections and close the account without penaltyVivint’s records show that Mr [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 sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month, plus applicable taxes, during that termVivint contacted Mr [redacted] on July 10, 2017, regarding his request to request to upgrade the cameras in his home to outdoor camerasGiven Mr [redacted] would need an upgraded panel in order for outdoor cameras to be added to their account, the representative directed Mr [redacted] to the Customer Loyalty departmentAdditionality this representative offered to cover the cost of one outdoor camera Vivint’s records further show that Mr [redacted] stopped making his monthly payments after June As such, the account was cancelled for non-payment on November 29, Despite the above information, in resolution to this matter, Mr [redacted] has no further obligation to VivintHe may contact Vivint’s representative if he has any further 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: (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 #: [redacted] Date of Agreement: August 4, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] complaint he explains that he has had issues with the serviceMr [redacted] requestions that is account be canceled.A representative from Vivint has recently contacted Mr [redacted] over the phone in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionMr [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

August 18, 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 recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionVivint has sent new paperwork to Mr [redacted] to correct the signature issues on his accountAdditionally a credit of $has been applied to Mr***’s account.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***

January 30, 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 respondIn her complaint, Ms [redacted] states that she has tried to setup her system at her new home, but she received no follow up from the Moves departmentMs [redacted] desires for her system to be installed, a credit for system downtime, and an apology from the Moves departmentVivint’s records show that Ms [redacted] ’s system is scheduled to be installed on February 2, Vivint has agreed to credit Ms [redacted] ’s account one month of service for the delay in the installVivint apologizes for any 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Hello, Vivint received a rebuttal from Complaint ID: [redacted] under [redacted] Vivint previously attempted to contact Mr [redacted] in order to assist him with a resolution but he claimed to not have filed a complaint, as stated in our previous responseWe gave Mr [redacted] our contact information if he required any additional assistanceThe rebuttal seems to be the same as the original complaintHow would you like Vivint to respond? Thank you, Madison B*** Legal Assistant P: [redacted] vivint.SmartHomevivint.com NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged informationAny unauthorized review, use, disclosure, or distribution is prohibitedIf you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message

July 22, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concerns but was unable to get a hold of himVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been cancelled as of July 22, and Mr [redacted] has no further obligation to VivintIf 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

January 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 22, 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 was unable to cancel her Agreement with Vivint when she moved, and that she has recently requested cancellation at the end of the initial term, but that Vivint continues to bill her for serviceMs [redacted] desires cancellation of her Agreement immediately and all charges cleared from her accountAt this time, Vivint will cancel Mr [redacted] ’s account and waive the past due balance of $ Vivint’s records show that Mr [redacted] signed an Agreement with Vivint on May 22, 2013, in which he agreed that: “After the initial term, this Agreement will automatically continue month-to-month and either party may terminate this Agreement at any time upon at least thirty (30) days prior written notice to the other party If terminated, this Agreement ends on the last day of the thirty (30) day notice period.” (Vivint System Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Mr [redacted] on December 23, 2016, and the account has remained active and has been invoiced monthly services fees until the termination date of January 23, When December’s payment was rejected by Ms [redacted] ’s bank, a past due balance accrued on the accountDespite this information, Vivint agrees to the above resolution Mrand Ms [redacted] have no further obligation to VivintIf 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 6, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 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 contract terms, and now is unable to cancel his agreement Mr [redacted] desires cancellation of the Agreement without penalty.Vivint’s records indicate that 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 28, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $ [redacted] 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 Agreement Cancellation of Mr [redacted] ’s agreement without penalty is not warranted at this timeRecently, Vivint has reduced Mr [redacted] ’s monthly rate so that he is not paying for the automation features that he has not been usingA representative from Vivint has recently contacted Mr [redacted] , in an effort to resolve his concerns Vivint has offered a reduced payoff amount by 40%, and Mr [redacted] has accepted this in the form of a reduced term of his agreement by fifteen (15) months Mr [redacted] ’s initial term will end on May 28, 2017, and at that time he may renew or cancel his agreement by contacting Vivint 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]

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]

October 2, 2015Revdex.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 Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that he was promised a free activation and he was still charged for itMr [redacted] desires cancellation without penaltyVivint’s records indicate that 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 May 25, 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 monthly monitoring fee of $ [redacted] plus any applicable taxes each month during that term and an activation fee of $ 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 Agreement.Due to Mr [redacted] ’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this timeIf Mr [redacted] desires he may call into Vivint to review the surveyNever the less in an effort to assist Mr [redacted] , Vivint has placed a credit for two (2) months of service to his account totaling in $ [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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

March 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s Vivint account has been terminated effective immediatelyMs [redacted] may call a Vivint representative to have her Vivint equipment removedIf 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***

April 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 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 to having equipment complications with his security system that have not been resolvedMr [redacted] further alleges that he has paid for service while waiting for repair of his equipment A Vivint Field Service Professional was dispatched to Mr [redacted] ’s home on April 19, The Vivint Field Service Professional was unable to contact Mr [redacted] and the appointment was considered a No-ShowVivint would like to ensure that Mr [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no chargeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule this appointment.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

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 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 and Ms [redacted] have come to a resolution in this matter, and Ms [redacted] may contact Vivint’s representative directly with 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 17, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 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 multiple alarms due to preexisting equipment and that he is no longer using the security equipment after moving from the installed residenceVivint’s records indicate Mr [redacted] ’s arms were caused by preexisting equipmentVivint does not have a warranty for preexisting equipmentOn January 1, Mr [redacted] called in to notify Vivint of the issues with the preexisting equipment, at that time Mr [redacted] was informed that he would have to purchase additional sensors to replace his existing equipmentHowever, Vivint will agree to cancel Mr [redacted] ’s Agreement prematurely if Mr [redacted] agrees to pay off his past due balanceUpon receiving the final payment Mr [redacted] will be sent a formal letter of cancellation and will have no further obligation to VivintMr [redacted] ’ past due balance is in the amount of $ [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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

November 8, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond On December 19, 2014, Ms [redacted] made a payment of $Vivint advises Mr [redacted] to contact the collections agency to discuss the amount that is owed 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

July 10, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Coy C [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, To Whom It May Concern: I have reviewed the information provided by MrC [redacted] and appreciate the opportunity to respondIn his complaint, MrC [redacted] alleges that he has experienced delay and lack of service in scheduling a move of his Vivint system, and that he will be without service for almost a month He desires to have his system installed in a timely manner, or cancellation of his Agreement without penaltyVivint’s records show that MrC [redacted] notified Vivint of his move on June 12, 2015, and that the original appointment for installation of equipment in his new home was missed At this time, a Vivint Field Service Professional is scheduled to be dispatched to MrC [redacted] ’s home on July 14, 2015, to complete the moveA representative from Vivint has recently attempted to contact MrC [redacted] , in an effort to resolve his concerns Vivint has applied a credit to MrC [redacted] ’s billing account to cover one month of service, for system downtime If MrC [redacted] has any further concerns or questions, he may contact Vivint’s representative who has emailed him with contact information.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***

May 25, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’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

Tell us why here...July 22, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, 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 believes her agreement was at the end of its term in May 2016, however, she further explains that Vivint has tried to collect fees after her cancellation 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 May 12, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsThe end of this term would have been on July 20, Further, Ms [redacted] represented that these terms were clearly outlined on the AgreementVivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Although Ms [redacted] ’s Agreement would have lapsed on July 20, 2016, Vivint agreed to cancel her account on June 22, out of goodwillThe balance on her billing account was $prior to this cancellationVivint is not obligated to waive this balance but has agreed to do soDue to the fact that Ms [redacted] ’s account was never sent to collections, this will have no effect on her credit reportsMs [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: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

November 4, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern: In her rebuttal, Ms [redacted] wishes for Vivint to clarify the offer of their previous responseIn Vivint’s previous response, Vivint stated that an appointment to fix the system was scheduled for November 10, Since the initial response, Ms [redacted] has called to reschedule the appointment to November 11, Once the appointment is complete, Vivint believes the equipment concerns will be resolvedVivint approved a credit of $for Ms [redacted] ’ accountThis credit is equal to three months’ worth of Ms [redacted] ’s monthly monitoring feeThis credit will be kept on the account and will deplete every month at the time when the monitoring fee would be collected until the credit runs outIn Vivnt’s previous response, they included a copy of the Pre-Installation call conducted with Ms [redacted] Vivint has once again provided this call with their response for reviewIf 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 1, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 12, 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 she has been experiencing equipment complications with her security system that have not been resolvedMs [redacted] desires for the account to be cancelled without penalty and the equipment removed for her home Vivint’s records show that Vivint has an appointment scheduled with Ms [redacted] on February 2, Vivint has approved changing out the doorbell camera for an outdoor camera if the field service technician is unable to resolve the motion triggered events recordingsTo assist Ms***, Vivint has agree to applied a credit to his billing account in the amount of $158.97, which will cover three (3) months of monitoring feesIf 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