Vivint Smart Home Security

August 1, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that she has had issues with canceling the accountMs [redacted] desires her account to be canceled.A 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***’s satisfactionMs***’s account has been canceled and a refund has been issues back to Ms***’s bank account for $Ms [redacted] may contact Vivint’s representative 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

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that her cameras has not been recording or functioning properly and the panel is experiencing communication issuesMr [redacted] desires to cancel the Agreement without penalty Vivint’s records show Ms [redacted] has notified Vivint of this concern, and the issue has been attended to and resolved.Should 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]

April 19, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 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 to having equipment complications with his security system that have not been resolvedMr [redacted] further states that he has experienced poor customer services from Vivint representatives He desires cancellation of his agreement without penaltyVivint’s records show that Mr [redacted] first notified Vivint of his equipment concerns on July 25, Mr [redacted] again called Vivint on August 28, 2016, in regards to his Vivint thermostatMr [redacted] ’s Vivint thermostat was rewired and testing showed the thermostat had been fixedVivint was not notified of any further equipment issues until recently A Vivint Field Service Professional was dispatched to Mr [redacted] ’s home on April 18, 2017, and replaced his Vivint thermostatTo assist Mr [redacted] , Vivint has applied a credit to his billing account in the amount of $80.99, which will cover one (1) month monitoring feeShould Mr [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule an additional 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

September 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 her Vivint equipment has not been operating properly even after technician visits to her homeMs [redacted] desires cancellation of her Agreement without penaltyVivint’s records show that Ms [redacted] has had a Vivint technician come to repair her system and the issues persistedIt is determined that the current equipment in Ms***s home will not operate efficientlyIf Ms [redacted] desires Vivint will replace all the equipment in Ms***’s home to ensure that her alarm system will operate efficiently or Vivint will agree to cancel Ms***’s Agreement without penalty provided Vivint can remove the security system equipment from Ms***’s homeIf Ms [redacted] desires to take advantage of these offers she may call into Vivint to schedule a time for technician to come out to her homeIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

July 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: 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 sales representatives from Vivint sold in her neighborhood representing Vivint was endorsed by the home owners’ associationAs she is a member of the board, she knew this to be incorrectMs [redacted] wanted to inform Vivint of these sales practices The sales representative in question is employed by Smart Home Pros, Inc(“Smart Home Pros”), a licensed dealer of VivintMs [redacted] ’s complaints have been reported to Smart Home Pros regarding the representatives who sold in her neighborhood 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

November 11, 2016 RevDex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] ***... Vivint Account #: [redacted] Date of Agreement: April 20, 2011 Date of Addendum: May 29, 2013 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 believes his contract was over in May 2016; however, he has been unable to cancel his account. Mr. [redacted] requests Vivint to stop drafting his bank account. Vivint has agreed to immediately cancel Mr. ***’s account. Vivint’s records show that on April 20, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Mr. [redacted] regarding his alarm service on May 29, 2013. 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 forty-two (42) 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 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. Despite the information mentioned, 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W [redacted] Chief Compliance Officer

May 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: September 9, 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 experienced several issues with the serviceAs such, Mr [redacted] requests that his account be cancelled.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been cancelled as of May 17, Mr [redacted] no longer has any obligation to VivintMr [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

February 12, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 20, Date of Addendum: January 24, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAt this time Vivint is willing to void Mr***’s Verbal Addendum that took place on January 24, and to honor Mr***’s initial Agreement.Vivint’s records show that on April 20, 2016, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsMr***’s initial Agreement expires on October 20, 2019.Cancellation of Mr***’s agreement without penalty is not warranted at this time Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $999.80; however, in an effort to assist Mr***, Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ Alternately, Vivint would like to offer Mr [redacted] a reduced monthly rate by $for the remainder of his initial term If Mr [redacted] wishes to take advantage of either of these offers, 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

January 9, 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:A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsAn appointment with a Vivint field service professional is scheduled to inspect Mr***’ equipment on Wednesday 11, Vivint’s records indicate that this matter is in the process of being resolved to Mr***’ satisfactionIf Mr [redacted] needs any further assistance, he may contact Vivint’s representative directlyIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms***’s satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requests If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

November 3, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 2016 To Whom It May Concern:I... have reviewed the information provided by Mr. and Mrs. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Mr. and Mrs. [redacted] in an effort to resolve their concerns. At this time, Vivint is willing to waive the remainder of the Agreement and cancel the account following the return of Vivint’s equipment. Mr. and Mrs. [redacted] may contact Vivint’s legal representative or the Customer Care department in order to schedule a system pull. After which, the contract will be cancelled and Mr. and Mrs. [redacted] will be under 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

September 20, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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 contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionMs [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

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 meThey have contacted me and they are refunding me the money and canceling my accountI will update this once this has been completedIt is scheduled for Tuesday July 5, Sincerely, [redacted] ***

March 30, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’ complaint, he explains that he canceled his account in November but continued to be charged by VivintAs such, Mr [redacted] requests that his account be canceled and a refund of all monies paid to Vivint after November A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’ satisfactionMr***’ account has been canceled as of March 27, 2017, and a refund of $was issued on March 23, Mr [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

December 14, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, To Whom It May Concern:In his rebuttal, Mr [redacted] alleges that he no longer trusts Vivint and would not like to upgrade his internet service to accommodate the cameras that are part of Vivint’s systemMr [redacted] desires cancellation of his Vivint agreement without penalty Vivint maintains its position that cancellation of the Agreement without penalty is not warranted at this time, pursuant to Mr [redacted] ’s duties under the signed Agreement and his representations to Vivint that he understood those duties.Vivint has waived the past due balance on Mr [redacted] ’s account in the amount of $ [redacted] , to assist him at this time If Mr [redacted] is not willing to work with his internet provider so Vivint’s cameras can work at his home, Vivint is willing to send a field service professional to Mr [redacted] ’s home at no charge, to downgrade the package and remove any equipment that is not able to be usedThis downgrade would reduce Mr [redacted] ’s monthly monitoring rate accordinglyI would advise him to call Customer Loyalty at ###-###-####, if he would like to accept this offer and schedule an appointmentIf 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***

December 30, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 letter, she alleges that she has been experiencing system and appointment complicationsShe wishes to have her account cancelled without penaltyVivint apologizes for the inconvenience Ms [redacted] has experienced and has agreed to cancel her account without penaltyA representative from Vivint has recently contacted Ms [redacted] through email and an attempted phone call in an effort to resolve her concernsIf Ms [redacted] has any questions, she may contact this representativeIf 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 me.I will be sending a certified letter to Vivint at the following address "4931 North 300 West, Provo, Utah 84604, Attention Department 160 – Legal" requesting that they stop my service on January 12, 2018.Sincerely, [redacted] ***

June 2, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 8, 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 concernsIt has been agreed that Vivint will cancel the account once the system has been pulledAn appointment to return the equipment has been scheduled for June 12, 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 25, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 2012To 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 moved and requested a deferment of her payments, but that Vivint continued to charge her for service during that time Ms [redacted] desires cancellation of her Agreement without penalty, and a refund of the months she paid for service she was not receiving, in the amount of $ Vivint’s records indicate that Ms [redacted] notified Vivint of her move in July 2014, and was offered a deferment of her payments until she was able to install a system in her new homeCredits were applied to Ms***’s Vivint account to cover four (4) months of service, but Ms [redacted] did not arrange for installation of a system in her new homeMr***n [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term The end of this initial term of the Agreement is November 24, 2015, and as such, Vivint will cancel the account immediately as requested by Ms*** The four (4) months of deferred payments will not be charged.Furthermore, Ms [redacted] has not paid for service since July 2015, leaving a past due balance of $ [redacted] for the remainder of the initial term of the signed Agreement To assist Ms***, Vivint will waive that past due balance as well Mr***’s Agreement is cancelled, and he has no further obligation to Vivint No refund is warranted, however.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***

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 feel that Vivint should refund the months that I have paid for and received no service but I am very relieved that they will no longer force me to pay for a service I am not getting Sincerely, [redacted]