Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: You simply are blaming a sub contractor instead of dealing with your shady business practices. Sincerely, [redacted]

May 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 19, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that Vivint did damage to his walls that he did not anticipateMr [redacted] cancelled his account within the three-day cancellation period and is requesting compensation for the damage done to his wallsA representative from Vivint has recently contacted Mr [redacted] in an attempt to resolve this concernAt this time, Vivint has agreed to compensate Mr [redacted] $once the Release and Settlement form has been signed and returnedVivint’s records show that this will resolve Mr [redacted] ’s 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

January 27, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 6, 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 experienced some confusion regarding the cancellation of her accountAs such, Ms [redacted] requests cancellation of her account.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 account has been canceled as of January 27, 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 – Legal Sincerely, Nathan *W***Chief Compliance Officer

September 3, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Ms [redacted] explains that he has experienced issues with the serviceMs [redacted] requests that his account be canceled Vivint’s records indicate that this issue is being resolved to Mr***’ satisfactionA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsIn an effort to help Mr [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Mr [redacted] will allow a Vivint technician to come to his home to remove the equipmentAfter the technician has removed the equipment the account will be canceled and a refund will be sent for all monies paid to VivintIf Mr [redacted] has any questions or concerns Mr [redacted] may contact the Vivint representative that 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

July 12, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint does not warrant any free equipment upgrades to existing customerHowever; Vivint agrees to offer Mr [redacted] any new equipment at a 50% discount If Mr [redacted] wishes to take advantage of this offer, I would advise him to 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

September 14, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: January 19, To Whom It May Concern:In her rebuttal, Ms [redacted] again states that she stopped making her monthly payments because Vivint could not resolve her problems with the system Ms [redacted] further states that Vivint went to her city hall and said that she had a working alarm system when she did not, and that the city has now fined Vivint Ms [redacted] states that she refuses to pay Vivint and that Vivint gave her credits for months when her system did not work.Vivint maintains its positionMs***’s account has been transferred to an outside collections agency, and she may settle the balance with them if she wishes Vivint sent multiple technicians to address Ms***’s problems, and Vivint applied multiple credits and installed additional free equipment in Ms***’s home in an effort to resolve her concerns.Vivint continuously monitored Ms***’s system from installation until the service was deactivated due to non-payment Any report of the system working during this time would be accurate as the system was being monitored by Vivint’s central station (regardless of the status of any home automation equipment) Vivint will not void Ms***’s Agreement and cannot offer any other solution as her account is in collectionsIf 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 22, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that she does not need a security system and she has already been paying for service she has not used Ms [redacted] desires for her contract to be reduced to twenty-four (24) months and to be done with the contract Vivint maintains its position that, due to the signed Purchase and Services Agreement between Vivint and Ms***, cancellation of the Agreement without penalty is not warranted at this timeTo assist Ms***, Vivint has reduced the term on Ms***’s account to forty-two (42) months, instead of the sixty (60) months on her signed Agreement In addition, Vivint has offered to reduce Ms***’s payoff amount by 50%, bringing the total payoff amount to $ [redacted] This offer reduces the total term of Ms***’s Agreement to twenty-eight (28) months of payment instead of the sixty (60) months she agreed to on her signed Purchase and Services Agreement If Ms [redacted] wishes to take advantage of this offer to payoff and cancel her account, 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***

August 30, 2016Revdex.com of UtahW SSalt 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 respondIn Ms [redacted] ’s complaint she explains that her mother has had issues canceling her accountMs [redacted] requests that the account be canceled without any further charges.A representative from Vivint has recently contacted Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [redacted] mother’s account has been canceled as of August 30, without any cancelation feesMs [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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 14, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 4, 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 has sold the property where her alarm system is, and that she has requested cancellation of her account, but Vivint has made it difficult for her to cancel serviceMs [redacted] desires a refund of the monies she has paid to Vivint since attempting to cancel, and for her account to be cancelledVivint’s records show that Ms [redacted] signed an agreement with Vivint on May 4, 2007, in which she agreed that service would continue year to year after the initial term of sixty (60) months, unless cancelled in writing no less than days before the next renewal term (APX/Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on October 3, 2015, and her account was invoiced for the last month of service on October 1, Vivint would like to apologize for any undue delay in the cancellation process At this time, Ms [redacted] ’s account has been cancelled, and she has no further obligation to Vivint In an effort to assist Ms [redacted] , $ [redacted] is being sent back to the credit card on file, to refund the last month’s paymentIf 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***

May 24, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that this matter has been resolved to Ms [redacted] ’ satisfactionMs [redacted] ’ account has been cancelled as of December 29, and the sales representative no longer works for VivintMs [redacted] may contact Vivint’s representative directly 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 – LegalSincerely, Nathan *W***Chief Compliance Officer

August 26, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 8, 2014 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] ’s 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***Chief Compliance Officer

May 30, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 16, 2017 To Whom It May Concern:I have reviewed the... information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that $1.050 has been approved to repair Mr. ***’s home. Vivint’s records further indicate that Vivint’s Customer Care Home Damage department is waiting for Mr. [redacted] to send in the additional estimates for the repairs needed in his home. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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***

May 26, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: 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 respondIn his complaint, Mr [redacted] explains that he was told that the sales representative was connected to AT&T and that he did not have a contract with VivintAs such, Mr [redacted] requests that credits be placed on his account.A Vivint representative has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’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 21, 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 $plus any taxes each month during that termMs [redacted] also stated that she understood that the sales representative was a seller of Vivint and that the sales representative and Vivint are not associated with any other company Further, Ms [redacted] represented that these terms were clearly outlined in 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] representations to ensure that she understood her and her husband’s commitments to Vivint as outlined in the Agreement.Vivint’s records further indicate that Mr [redacted] account has been canceled due to a lack of payment and has been sent to a collection agencyIn an effort to assist Mr [redacted] Vivint would be able to remove his account from collections and reactivate it if he agrees to continue to pay his monthly payment as stated in the agreementIf Mr [redacted] would like to proceed with this resolution then he may contact the Vivint representative 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

January 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 26, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionIf 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***

September 25, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, To Whom It May Concern:In her rebuttal, Ms [redacted] states that Vivint’s representative did not state verbally that she would have separate charges, and told her that the credit check was just part of getting approved Ms [redacted] claims that she was not aware of the equipment charge and that Vivint’s representative did not sell her the product in the most accurate or understanding manner Vivint apologizes for any misunderstanding at the time of sale, and as such has agreed to reduce Ms [redacted] ’s monthly services fee by 25% for the remainder of her Agreement term Vivint is unable to rescind the credit check run by Citizen’s Bank for the equipment loan.Vivint maintains its position that, by conducting the pre-installation telephonic survey, it made an effort to confirm the terms and conditions of the Agreement with Ms [redacted] During this recorded Pre-Installation Survey on May 15, 2017, Ms [redacted] represented that she understood that her monthly services fee, payable to Vivint, would be $and her monthly equipment loan payment, payable to Citizen’s Bank, would be $21.31, for a combined monthly total of $(plus any applicable taxes) She represented that she was aware that both her loan and her Vivint Agreement have an initial term of sixty (60) monthsFurther, Ms [redacted] represented that she had reviewed a copy of her Agreement and that Vivint’s representative had explained the terms on the Agreement and did not make any promises 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 Despite this information, Vivint agrees to the above resolution Effective October 15, 2017, Ms [redacted] ’s monthly services fee payable to Vivint is reduced from $to $ This will bring her monthly total for service and equipment to $(plus any applicable taxes) 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 4, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 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 she was misled by Vivint regarding the terms of her agreement, and is now unable to cancel his Vivint accountMr [redacted] desires the cancellation of the account without penaltyA representative from Vivint has recently contact Mr [redacted] in an effort to resolve these concernsAt this time, Vivint is willing to cancel his account prematurely, if Mr [redacted] agrees to pay the past due balance of $ [redacted] Mr [redacted] may contact the representative directly to accept the offerVivint’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 July 13, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe 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 AgreementVivint has included this recorded Pre-Installation survey in their response Vivint’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 27, 2016.Despite the above information, in resolution to this matter, Vivint is willing cancel the account without penalty upon receipt of the past due amountHe may contact Vivint’s representative if he has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because:Vivint DID NOT address the problems we have Faulty components fail, and we have had to contact the phone service techs to solve the problem Temporary solutions fixed one problem, only to have that same problem occur again, or a different problem arise The service tech did arrive on July 17, and could not fix the electronic door lock At that point, we told him that we had NO confidence in the system, and wanted the removal of components He contacted Vivint for approval, and was told to disconnect the entire system He could not remove the components without further authority His contact offered us a rate reduced from the original contract without the monthly charge for the door lock I told him this was unacceptable to us, and to contact us when the problem of the four year contract was resolved We now sit with a disconnected system that is useless to us while paying for services we are not receiving! NO CONTRACT SHOULD BE ENFORCEABLE WHEN THE PRODUCT IS FAULTY AND UNRELIABLE!Service tech badge number: [redacted] His Vivint contact badge number: [redacted] Sincerely, Francis S***

Complaint: [redacted] I am rejecting this response because: It does nothing to solve the misrepresentation and fraudulent sales tactics of vivint. If a store marks a wrong price they have to honor it. I expect vivint to do the same. I will buy what what was represented to me which was a free system and monthly wireless fee. Sincerely, [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 I am beyond pleased with the outcome It concerns me that I had to go through such lengths to have the matter resolved, but Vivint took the time to listen to my concerns and fair proposals and SUPERCEDED my expectations I felt Vivint was the best before this issue and feel they have restored that faith with the settlement Thank you Sincerely, [redacted] ***

December 13, 2017Revdex.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 Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that two pairs of headphones were gone after the Vivint installing technician left his homeAs such, Mr [redacted] requests that Vivint buy him two new pairs of headphones.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint recommends that Mr [redacted] file a report with his local police department for any thefts that may have occurred in his homeMr [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