Vivint Smart Home Security

January 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that her tenant had a Vivint system installed in her home and that the tenant has moved out but Vivint will not assist in turning off the alarm system or removing it from the home Ms [redacted] desires for Vivint to turn off the system and to remove the equipment from her home Ms [redacted] is not a customer of Vivint Vivint installed an alarm system at the property in question with the signed authorization of the account holder Pursuant to the signed Agreement with Vivint, the account holder is also responsible for any damages that may have occurred as a result of the installation To ensure our customers’ security, Vivint does not provide technical assistance or account information to a third party and therefore could not assist Ms [redacted] in disabling the system However, our records show that Vivint’s monitoring of the system at the property in question has been cancelled due to non-payment If Ms [redacted] wishes to power down the alarm panel, she may disconnect it from its electrical outlet.At the time of installation, the account holder participated in a telephonic Pre-Installation survey to ensure that the terms and conditions of the signed Agreement were understood During this conversation, Vivint asked the customer if she was the homeowner, and she answered that she was Vivint asks this question as a courtesy, but home ownership is not a requirement of the signed Agreement At this time, Ms [redacted] ’s tenant bears responsibility for the installation of this system in the home and for any damages it may have incurred.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 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 30, 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 was unaware of the permit fee required by his local police departmentMr [redacted] further states that damage was left to his home during the initial install of Vivint equipment and that not all of the Vivint equipment was properly installedMr [redacted] desires for the Vivint equipment to be removed from his home, repair of the damage to his home, and cancellation of his agreement without penalty.After further review, Vivint’s records show that Mr [redacted] ***’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.Vivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement on August 30, with an initial term of sixty (60) months, a monthly services fee of $99.99, plus any applicable taxes, during that termSection (six) of this agreement states: The city or county in which your home or business is located may require that you obtain a permit for the use and monitoring of the SystemLocal authorities may not respond to alarm notifications until all permits or licenses for use of the System have been obtained, and therefore we may not begin monitoring until you have obtained, at your expense, all necessary permits or licenses, and provided us with the license or permit information.Vivint’s records show that Mr [redacted] had his Vivint security system installed on August 30, and August 31, However, Vivint was not notified of any damage caused to his home until December 14, Due to Vivint not being notified of any damage caused to his home until recently, repair to any walls is not warranted 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

May 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 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 is being resolved to Ms [redacted] ’s satisfactionA credit of three months was placed on the account on May 13, Ms [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

June 24, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 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 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

Complaint: [redacted] I am rejecting this response because: Once again, Vivint took over six months to finally offer to install what they claimed to be able and install immediatelyThe decision to cancel the install was due to Vivints poor customer service, inability to resolve billing issues and inability to install using pre-wireVivint has ruined the insulation properties of other houses that has installed camerasAs I stated before, I will not allow this to happen at my houseI have my house pre-wired for security cameras to prevent such a thingThe last representative that I spoke to about the cameras, stated that Vivint will not use the pre-wiresThis is not what was originally promised to meI have called numerous times to resolve this matter prior to taking this course of actionAs stated before I am no longer willing to allow Vivint to mistreat and lie to me and what nothing more than to have Vivint remove their items 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.HOWEVER...it would be more acceptable if I was not still receiving late notices from the companyThis is bordering on harassmentI expect no further late notices, no further attempts to take money from my account and no further communicationIf my account has been cancelled and I no longer have any contractual obligation, this needs to stop and it needs to stop nowSincerely, [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 meMegan from the Vivint legal department was very helpful, and I appreciate her willingness to resolve the issue Sincerely, [redacted]

September 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, Date of Addendum: August 26, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has been a customer of Vivint since and has requested cancellation of her service but continues to be billed by VivintMs [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint will cancel Ms [redacted] ’s Agreement without penalty, effective immediately.Vivint’s records show that on May 12, 2011, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months Vivint spoke with Ms [redacted] regarding her alarm service on August 26, Ms [redacted] represented that she was interested in extending the term of her Agreement in exchange for a reduced monthly service fee Based upon this representation, Vivint offered a twenty-four (24) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement twenty-four months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintMs [redacted] sent Vivint a written notice of cancellation on July 23, 2016; however, she was still in the extended term of her Agreement and as such cancellation was not warranted Despite the fact that the extended term ends in August 2017, Vivint agrees to the above resolution Ms [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

April 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, Date of Addendum: October 10, 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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on May 19, 2011, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months As such, the initial term of the agreement lapsed on November 19, and continued on a month to month basis However, Vivint spoke with Mr [redacted] regarding his alarm service on October 10, 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 VivintDespite the above information Vivint agrees to cancel Mr***’s Agreement immediatelyMr [redacted] has no further contractual obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***

September 1, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: Dustin M [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2012 To Whom It May Concern:I... have reviewed the information provided by Mr. M [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. M [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. M [redacted] ’s satisfaction. Mr. M [redacted] 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: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted] , attention Department 160 – Legal. Sincerely, Nathan *. W***

January 10, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 23, To Whom It May Concern: I have reviewed the additional information provided by Ms [redacted] and appreciate the opportunity to respond Vivint is willing to cancel Ms [redacted] ’s account without penaltyMs [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

May 14, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] and [redacted] Date of Agreement: August 13, and August 14, To Whom It May Concern: In her rebuttal, Ms [redacted] alleges Vivint is not providing complete information, and she rejects the offer that Vivint has previously made Vivint’s records indicate on Janurary 21, 2015, a service appointment was scheduled for February 11, According to Vivint’s records, the field service professional arrived at Ms [redacted] ’s shop during the appointment window, and was unable to make contact with Ms [redacted] On February 12, a new appointment was scheduled for March 6, On March 6, 2015, a field service professional went out to Ms [redacted] shop and replaced the panel at Ms [redacted] shopOn March 23, 2015, Ms [redacted] called Vivint reporting she was not able to login to her phone applicationAn appointment was scheduled for April 1, On April, the assigned field service professional attempted to contact Ms [redacted] because of a missing part that was required for the appointment, but want able make contact with Ms [redacted] On April 28, 2015, a field service professional sent to Ms [redacted] shopFrom our records, the field service professional was able to inspect both of Ms [redacted] ’s panels, and found them to be working properlyThe field service professional did replace the panel in Ms [redacted] ’s shop, and tested both of Ms [redacted] ’s panels while he was thereVivint’s records indicate that both Ms [redacted] ’s security systems are fully operationalFurthermore, Vivint records indicate Ms [redacted] called on May 14, 2015, and accepted an offer of a service appointment and two months of credit to be placed on her shop account Should Ms [redacted] wish to still cancel agreements prematurely, the offer of lowing Ms [redacted] payoff amount by 25% ($ [redacted] ) still standsAlternatively, should Ms [redacted] wish to continue services, Vivint is willing to reduce her monthly rates to $***, plus any applicable taxes on both of Ms [redacted] ’s accountsIf Ms [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at [redacted] .If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

Complaint: [redacted] I am rejecting this response because: I was told by Cindy she had setup a tech to come address the door lock (see attachment and copied version below) This is a prime example of the level of support and customer service I am paying thousands of dollars for!!!! I do NOT want to do business with them PERIOD!!! If I have a year contract and I am only to months in with this many issues a month credit is not worth the hassle I am dealing with Vivint is not paying attention to my messages! I never said the day after service was installed I had issuesI said days after the most recent tech visit I had issues I am including the email where I told them about the day after service I was having issues I was also not give a month free option I was only told months Vivint lies, has very poor customer service, and poor follow up skills Below is also the included email:That's not good! I've set up a work order for a technician to come address that door lock issueTo schedule an appointment in real time, please chat in at www.vivint.com or call our 24/Customer Care department at ###-###-####, and reference case # [redacted] Thanks again for choosing Vivint! Regards,Cindy -------------- Original Message ---------------From: [redacted] [ [redacted] @microsoft.com] Sent: 1/12/9:AM To: [redacted] @vivint.com Cc: [redacted] @microsoft.com Subject: RE: Customer Complaint [ ] I understand Also FYI I had a tech out Jan 9th and my front door no longer locks using the keypad and I was never given a key for the door So if I want to leave my house I have to either use the phone app to lock the door (which my kids don't have and they have to call me to lock the door), lock the door and go thru the garage, or go thru the back and around my house This is a very good example of my frustration days after a tech was here my security system doesn't work right :( Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: again some one has a hard time readingI acknowledged that's my signatureWhat I showed proof is that signature on that document isn't ***'s I went further than a digital signature from a Missouri ID I provided our Mortgage documents with a live wet signature showing ***'s signature differs from that agreementAlso I requested phone records from AT&T that will coordinate the dates and times of my calls since its becoming painfully obvious that someone is lying I'm also in the process of getting Kwikset call history which would further back my point that you all didn't offer assistance that worked to restore the locks functionsI'm moving forward also with filing a complaint with the state attorney general because I also stated I just I agreed I know I signed that agreement which is also two wayThe smaller print that's blurred agrees on that contract that Vivint will maintain the equipment you failed the moment I had to get outside support because you wouldn't send anyone to resolve it not only that I'm curious to call recording and account management practices where a bill and withdrawal is done in one persons name but a collection account sent in another persons name Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: We received a document from Vivint over months ago in which we accepted their response to contact a local contractor to repair the damage and NOTHING HAS BEEN DONEThis has not been in any way resolved to my satisfactionIt should not be that big of a problem for them to get someone to replace/repair our damaged doorbellit shouldn't take this longThey've been a nightmare to do business with and I am telling friends and family not to do any business with them Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Vivint has offered me conflicting information with regards to this matterCalls to Vivint have verified by both phone and in mailed pieces that we owe Vivint nothingThe received response indicates that we have not received any further notice about any debts being sent into collections and that furthermore any alleged debt was processed through an outside collections agency without sufficient warning to our familyLastly, the agency claiming to hold our debt is also making threatening remarks with regards to pursuing both I and my mother in our workplaces and their agents continually use threatening language to receive our credit card information.I will comply with any attempts to collect a debt if I receive a formal written notice from Vivint stating the amount owed ands or what rendered servicesAs of now we have received nothing Sincerely, [redacted]

December 12, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 her response, Ms [redacted] states that she does not recall performing a Pre-Install Survey and further explains that if she did it did not make any statements regarding WiFiMs [redacted] also states that she continues to experience technical issues with her systemShe requests cancellation of her account with no penalty.Vivint maintains its position as previously statedMs [redacted] is correct, the Pre-Install Survey which she completed did not make any direct statements regarding internet service for her security systemHowever, as previously noted during the survey she did state that the sales representative did not make any promises or commitments which were not written on the AgreementSection of the Agreement states that some device features may require internet connection and it is her responsibility to provide that internet connectionVideo playback requires an internet connection and that feature will not function without itMs [redacted] may also experience issues with camera connectivity due to the lack of internet service in her homeShould she desire cancellation Vivint remains willing to reduce Ms [redacted] ’s buyout amount by 40% to $Alternatively, Vivint is willing to lower Ms [redacted] ’s monthly rate by $for the duration of her initial termShould Ms [redacted] wish to take advantage of either of these offers she should contact Vivint’s Customer Loyalty department at (800) 216-ext5020.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***

March 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 23, 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 satisfactionA Vivint technician has inspected Mr***’s Vivint system and has replaced his SkyControl PanelIf 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 12, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 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 resolution If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

February 22, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] explains that she has had issues with the equipmentMs***’s desired resolution is cancelation of the contract A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsIn an effort to help Ms [redacted] Vivint can cancel her account without any additional charges, if Ms [redacted] will allow a Vivint technician to come to her home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledIf Ms [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms [redacted] may contact the Vivint representative that reached out to her 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