Vivint Smart Home Security

May 2, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 16, To Whom It May Concern: I have reviewed the response from Ms [redacted] and appreciate the opportunity to respondIn Ms***’s rebuttal, she explains that this response is what she received before and is worried that when she accepts this deal that Vivint will start charging her again for servicesAs such, Ms [redacted] requests that Vivint contact her stating that they will not bill her and allow her to continue to use her cameras.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 billing has stopped and she has complete access to her camera servicesMs [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: The situation is not fully resolved, Vivint has made an appoint for 10-31-bet 2pm and 5pm to pick up any equipment installed on my property, this is not the first time an appoint was made Once all equipment has been removed and Vivint issues a receipt for such equipment, this issue is not resolved This issue is still outstanding but on its way toward resolution Sincerely, [redacted]

August 27, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 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 he has experienced equipment complications and damage to his home since having an alarm system installed by Vivint, and that Vivint has promised but not fulfilled a refund of his payment, cancellation of his Purchase and Services Agreement (“Agreement”), and compensation for the damage to his home Mr [redacted] desires a full refund and repair of his home at Vivint’s expense Vivint’s records indicate that Mr***’s payment of $was refunded in the form of a check mailed to him on August 16, Mr***’s Agreement with Vivint was cancelled on August 12, 2016, and a representative from Vivint’s Claim Resolution department is currently working with Mr [redacted] to complete the needed repairs at Vivint’s expense Mr [redacted] may contact this representative with any further questions or concerns in regards to this claim.At this time, Mr [redacted] has no further obligation to Vivint Vivint apologizes 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***Chief Compliance Officer

January 12, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he has experienced difficulty with his thermostatMr [redacted] requests that Vivint repair the equipment Vivint’s records indicate that a technician has replaced the unitVivint apologizes for any inconvenience this may have caused 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

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

November 30, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: October 8,... 2013 To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she requested a copy of her Certificate of Installation from Vivint, but that she was sent another customer’s certificate. Ms. [redacted] desires cancellation of her Agreement. At this time, Vivint is willing to reduce the payoff balance of Ms. ***’s Agreement by 55%. Pursuant to the signed Agreement, Ms. ***’s remaining obligation is $1,199.76 and that amount would need to be paid in order to cancel the Agreement prematurely. Vivint’s offer to reduce the balance brings Ms. ***’s payoff amount to $539.89. Vivint’s records indicate that Ms. [redacted] signed an Agreement on October 8, 2013 with an initial term of sixty (60) months and a monthly services fee of $49.99, plus any applicable taxes, during that term. Vivint would like to apologize for any undue delay or inconvenience experienced by Ms. [redacted] in the process of moving and obtaining a Certificate of Installation for the system at her new home. Cancellation of the Agreement without penalty, however, is not warranted at this time. If Ms. [redacted] wishes to take advantage of Vivint’s offer as stated above and cancel her Agreement prematurely, I would advise her 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

January 18, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondI have credited Mr***’s account for a free month of service Vivint would like to ensure that Mr [redacted] has all the equipment promised to him installed in his home, and will send a Vivint technician to his home to install a Vivint smoke detector and Vivint carbon monoxide detectorShould Mr [redacted] wish to accept Vivint’s offer, he may call Customer Care at 1-800-216-to schedule an appointment.Vivint’s records indicate that on December 14, 2017, Ms [redacted] signed a Purchase and Services Agreement, representing that she agreed to an initial term of thirty-six (36) months of serviceSection of this Agreement states:PAYMENT AUTHORIZATIONYOU AUTHORIZE VIVINT OR ITS ASSIGNEE(S) TO MAKE ELECTRONIC FUND TRANSFERS FROM YOUR BANK ACCOUNT OR CHARGES TO YOUR CREDIT CARD ACCOUNT (THE “ELECTRONIC PAYMENT”) IN THE AMOUNTS IDENTIFIED ABOVE AS YOUR MONTHLY SERVICES FEE.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 as long as the refund is issuedThe cancellation has since been put in place but a refund was not yet issued.I want to reiterate that my contract had no provision that required any termination/notification period for cancellations Sincerely, [redacted] ***

July 14, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, Ms [redacted] states that she had paid for a secondary panel; however, Vivint upgraded her system and replaced that panel with a different key padMs [redacted] requests a credit of $to cover the difference of the value between the panels Vivint has credited Ms [redacted] ’s account in the amount of $Ms [redacted] is not required to sign a new agreementVivint apologizes for any undue delay or inconvenience 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

December 7, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 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 was supposed to be billed an activation fee of $198.00 over a three month billing cycle but Vivint drafted her account for the full amount. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] has received a refund of $ [redacted] to cover the charge of her activation fee. Although Vivint does not usually offer a 3 month billing period for the activation fee, Vivint is willing to cancel Ms. [redacted] Agreement without penalty provided Vivint can remove the security equipment from her home. Alternatively if Ms. [redacted] will agree to continue her contract term with Vivint, Vivint will agree to waive the activation fee $198.00. If Ms. [redacted] desires to take advantage of these offers I would advise her to call into Vivint to either schedule a technician to remove the equipment or inform us to waive the activation fee. 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***

September 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 10, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] complaint she explains that she was told that Vivint could reinstall another security company’s equipment if she was to cancel her Vivint accountMs [redacted] explained that she canceled the account and now request that Vivint reactivate her account until the system is removed and once it is removed to reinstall Ms [redacted] ’s old company’s equipment.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint has no record of any promises made by the sales representative that were not on the contractVivint’s records do indicate that Ms [redacted] canceled her account on September 12, and all of her money was refunded back to herIn order for Vivint to reactivate the system as or remove the system as Ms [redacted] requests a Vivint technician would have to be sent to Ms [redacted] ’s house to remove or reactivate the systemBecause Ms [redacted] has canceled the account and is no longer being charged the technician would remove the equipmentVivint’s technician are only trained and licensed to work on Vivint equipment, therefore Vivint’s technician cannot install equipment associated with other companiesDue to threats of physical harm to the any technician who cannot reinstall her old equipment Vivint will not send a technician to Ms [redacted] ’s home to remove or to reactivate the systemVivint will send a prepaid box that the equipment can be put in and mailed back to VivintFor Ms [redacted] to have her old system reinstalled, Vivint advises Ms [redacted] to contact her old security companyMs [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 24, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint stands by its previous statementMs [redacted] ’s account was cancelled for non-payment on October 30, 2014, and was sold to Perfection CollectionsVivint no longer owns the account Ms [redacted] must settle the balance of her account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (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, [redacted]

Complaint: [redacted] I am rejecting this response because:This is the same thing we keep hearingHowever, conversations have been left outThe "tenant" who was actually not a tenant but someone who was watching over the home had keysWe did not give the access code to said personShe had told us someone went out there and helped herWhether or not they have record this obviously happenedI could ask her if she got the name however we have been dealing with this issue for a few months and I highly doubt she remembersWe should have been properly notified someone had been added instead of finding out ourselvesWe also should have been notified about the money withdrawn from our account, which it had emptiedThere is a reason we blocked payments, the company isn't giving us an answer, but instead giving us several reasons as to how this could happenWe are infuriated with the issueSo let me ask you this, if someone saw another person type in the code who was checking on the house then used it to enter and take anything in the home, who will reimburse us? They had access to the code, to the house, so that's fine they used our system? What kind if security system is that? Not reliableI understand someone can make an account from the inside but that doesn't get rid of the fact that she only had a key and an unassigned technician helpedWhere did this "phantom" technician come from? Sincerely, [redacted] ***

February 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 7, 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 he was told that when he moves Vivint will cancel his accountMr [redacted] explains that he has movedAs such, Mr [redacted] requests that his account be cancelled without penalty.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint does not have any record of any Vivint representative telling Mr [redacted] that Vivint will cancel his account if he movesVivint’s records do indicate that Mr [redacted] entered into an agreement with Vivint on November 7, Mr [redacted] agrees to an original agreement term of thirty-six (36) months and to pay Vivint a monthly fee of $each month of that termTherefore we are still within the agreement term.Due to these facts, cancelation of Mr [redacted] ’s account without penalty is not warrantedIf Mr [redacted] would like to end his agreement early he may contact Vivint’s Customer Loyalty Department and they can provide him with Mr [redacted] ’s within term cancelation optionsIf [redacted] has any other questions he may contact the 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

Complaint: [redacted] I am rejecting this response because: I am afraid at this point that we could possibly have a problem at any given time in light of the issues that have already occurred I have also spoken with neighbors that switched or did not renew with VIVINT because they said they constantly had issues and EVERY time someone came out they were charged a fee........sometimes for the very same issue I fear that this is just the beginning to a very long contract I will admit that I was remiss in asking neighbors before we agreed to switch, but unfortunately it was a 'sign now' offer Sincerely, [redacted]

August 26, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 2, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this representative and Mr [redacted] have agreed upon a resolutionAn appointment for system removal has been scheduled and the account will be cancelled after the equipment is removed 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 [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:As stated in my previous message, I attempted to maneuver service but was advised that service was not available I have since entered into a new service contract with another provider and cannot pay for service I’m not utilizing Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Thank you for your response. I am aware that I signed a 42 month contract to receive services. I signed after I was misinformed about the contract. This is the problem. I have called in multiple times and your company is more interested in the signed contract than the person behind the signature. In order for your company to be successful and receive positive customer service feedback you will need to start to learn to look ateverything' on a case by case basis. Looking back, I was stupid to trust a salesman that was clearly receiving commission. It's concerning that you are fine backing salesman and in some cases, I'm sure, almost encouraging untrustworthy salesman. All they need is a signature and they get their commission. You are currently charging me a monthly monitoring fee. What are you monitoring? I have moved. I am in an apartment where it isn't even an option to install the equipment. I am willing to provide a letter from my management team in regards to this if you wish. You are charging me for nothing. I have offered to return equipment but I was told that it was mine after a year. Then what exactly am I paying for if the equipment is mine. Colton (the supervisor) I spoke with on November 11, then ask me the question, " How else are we supposed to earn our money?" I don't have s interest In being a part of a company that doesn't care that they are charging for nothing. That doesn't care if their sales representatives are lying, as long as their is a signature. I would encourage you to look into the sales of Javier [redacted] **., Our sales representative. I am willing to pay a one time fee of $75.00 to have help reaching an outcome that is fair. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:A woman by the name of bea called me from vivint and said that she would resolve the matter and assured me that my refund check would be sent out to me and that she would call me in day to confirm it is being sent, this was on the 22nd of January a monday but since have yet to hear back from her Ive called bea times since monday and left multiple voicemails and have yet to hear back from her, this kind of customer service is typical of what I have been experiencing and we have yet to resolve this problemSincerey, [redacted] ***Sincerely, [redacted] ***