Vivint Smart Home Security

September 29, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond Vivint has no record of Mr [redacted] being informed that he could cancel after one year Vivint’s position remains the sameA refund is not warranted as Mr [redacted] was present during the installation and as previously mentioned, received the benefit of the service while knowingly paying for the service 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

August 31, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, To Whom It May Concern: I have reviewed the information provided by Mrand Ms [redacted] and appreciate the opportunity to respondIn Mrand Ms [redacted] ’s complaint they explain that they have had issues canceling their accountMrand Ms [redacted] request that their account be canceled.A representative from Vivint has recently attempted to contact Mrand Ms [redacted] via email in an effort to resolve their concernsVivint’s records indicate that this matter has been resolved to M Mrand Ms [redacted] ’s satisfactionMrand Ms [redacted] ’s account has been canceled as of August 31, Mrand Ms [redacted] no longer have any obligation to VivintMrand Ms [redacted] may contact the Vivint representative who reached out to them directly if they have 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

Complaint: [redacted] I am rejecting this response because:I will not pay for another system to be installed the technician did not follow his protocol and I won’t be responsible I will just forward Vivint’s information to my landlord when I move to cover the damages made because I will be taking my equipment when I go and they said they never gave written permission to install any equipment and Vivint will be responsible since I am not the home owner and you must have prior written permission to install or make any changes to a property when it’s not owned by the said customer. In addition why would I be going through all of this if the technician had not done it without my me knowing? It’s fruitless for me I could just take the equipment I have and move. But the technician did in fact take the equipment and throw it away. This is shameful and I will make sure that every chance I get I will tell people to never use vivint they have absolutely horrible customer service! Sincerely, [redacted] ***

September 25, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 2010 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] alleges that he requested cancellation of his account, but that Vivint continued to bill him for service for two (2) months following his request. Mr. [redacted] desires a refund of the monies he paid to Vivint for the past two (2) months, and compensation for an overdraft fee he was charged from his bank. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on April 30, 2010, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (APX/Vivint Purchase and Services Agreement, Section 2.4). Mr. [redacted] contacted Vivint by phone on August 19, 2015 to request cancellation of his account. During this phone conversation, Mr. [redacted] was advised to send Vivint his notice of cancellation, and Mr. [redacted] sent Vivint the notice that same day. As this is a thirty (30) day notice, Mr. [redacted] ’s account was cancelled September 22, 2015. Mr. [redacted] has no further obligation to Vivint at this time. In an effort to assist Mr. [redacted] , Vivint will send a check to the mailing address on file in the amount of $ [redacted] , to refund the payment made on September 15, 2015 and to help with any overdraft fees Mr. [redacted] may have been charged. 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***

February 9, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 3, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondAfter 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 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

June 23, 2017RevDex.com of Utah3703 W 6200 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 respond. In her complaint, Ms. [redacted] states that she paid for a doorbell camera that he did not request causing overdraft fees. Ms. [redacted] request to be refunded for the doorbell camera and overdraft fees. Unfortunately, I am unable to find a Vivint account in Ms. [redacted] ’s name I would advise Ms. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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

October 3, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 18, Date of Addendum: August 25, 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 requested cancellation of her account at the end of her initial term, but that Vivint is holding her to a verbal extension of her Agreement that she disputes Ms [redacted] desires cancellation of her agreement without penalty as of January 2015, as she requested in writing.Vivint’s records show that on July 18, 2011, Ms [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 would have lapsed on January 17, However, Vivint spoke with Ms [redacted] regarding her alarm service on August 25, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement to keep her monthly rate and warranty Based upon this representation, Vivint offered a sixty (60) 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 sixty months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintPursuant to this legal extension of the written Agreement, cancellation of Ms [redacted] ’s agreement without penalty is not warranted at this time Vivint would like to assist Ms [redacted] at this time, however, and will cancel the Agreement extension without penalty and waive the past due balance showing on the account Ms [redacted] fulfilled the initial term of her Agreement, and now has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 24, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he had attempted to cancel his account in April of 2016, however, he was unaware of the thirty day notice of cancellation policyTherefore, the account was never successfully cancelledMr [redacted] requests the past-due balance to be waived and cancellation of his account At this time, Vivint has agreed to immediately waive Mr [redacted] ’s past-due balance of $and cancel the account In section of Mr [redacted] ’s agreement document, it states: The original term of this agreement starts on the day this agreement is signed and continues for thirty-nine (39) months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term Despite the information above, 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 26, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: January 12, 2011 ... 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 she has attempted to install her Vivint system at her new home, but the field service professionals have not showed to the scheduled appointments. Ms. [redacted] desires the installation of the system in a timely manner. Vivint’s records show that Ms. [redacted] first notified Vivint of her move on September 28, 2015. Vivint scheduled an appointment to move her system for October 14, 2015. The assigned Vivint field service professional was unable to locate Ms. ***’s home. The field service professional attempted to contact Ms. [redacted] for directions, but was unable to reach her. A similar event occurred on a work order scheduled for October 21, 2015. Currently Ms. [redacted] has a work order scheduled for October 30, 2015. To assist Ms. ***, Vivint has agreed to apply a credit to her billing account in the amount of $ [redacted] , which will cover three (3) months of monitoring fees. One month of system down time, and two month as a goodwill credit to assist Ms. ***. 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***

July 27, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the... opportunity to respond. In Ms. [redacted] ’s complaint she explains that her credit has been attached to a Vivint account that is not hers and that her credit has been negatively affected by it. Ms. [redacted] requests help in resolving this issue.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted] ’s satisfaction. Ms. [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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

December 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, 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 moved residences and was no longer using Vivint’s services but Vivint refused to cancel her System Purchase and Services Agreement (“Agreement”)Ms [redacted] desires her Agreement canceled without penaltyVivint’s records indicate that Ms [redacted] ’s Agreement has been canceled as of December 2, Vivint does request a thirty (30) day notice of cancelation to be sent into Vivint before an Agreement is canceled (section 2.4)Vivint did not receive a notice of cancelation from Ms [redacted] until December 1, and as an effort of goodwill Vivint canceled her Agreement prior to the thirty (30) days were completedVivint believes this matter has been resolved 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 6, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 16, To Whom It May Concern: I have reviewed the additional information provided by Ms [redacted] and appreciate the opportunity to respond Vivint does not have record of any such allegations, however, out of goodwill; 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

November 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 11, 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 she has not received $promised to her by the sales representative to cancel her old security system and has experienced issues with the equipmentMs [redacted] requests that all monthly payments made be refunded plus the $and the removal of the system and cancelation of the account.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s does not have any record of any promises made by the sales representative that is not outlined in the signed contractVivnt’s records further show that the last time that Vivint technician went out to Ms [redacted] ’s home was on April 1, 2016, therefore Vivint has not had an opportunity to try and fix any equipment issues Ms [redacted] might be experiencingDue to that, cancelation of the account and refunding all the monthly payments is not warrantedDespite this information Vivint is willing to send a check for $to Ms [redacted] provide her with months of free service and schedule a time for a Vivint technician to come to her home to fix/replace any equipment that is causing any issuesIf Ms [redacted] would like to move forward with this resolution or if she has any questions she may contact the representative who 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

September 26, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 2, To Whom It May Concern:In her rebuttal, Ms [redacted] states that Vivint’s sales representative came to her door and that she did not know her signed Agreement had an initial term she would be obligated to fulfill Vivint maintains its position that, in addition to signing the Agreement which clearly states that the initial term is sixty (60) months, Ms [redacted] completed a telephonic Pre-Installation Survey and represented verbally that she was aware of the month term Vivint relied on this representation to ensure that Ms [redacted] understood the terms of her AgreementCancellation of Ms [redacted] ’s Agreement without penalty is not warranted at this time.To assist Ms [redacted] , Vivint has reduced her monthly services fee by $for the remainder of her termFurther, should Ms [redacted] wish to payoff and cancel her Agreement prematurely, Vivint is willing to reduce her payoff amount by 55% The payoff amount is currently $1,889.65; however, the reduced payoff at this time would be $ To accept this offer, she may contact Vivint’s Customer Loyalty department at 1-800-216-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 2, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 15, 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 was promised credits of $each for customers that she referred to Vivint Ms [redacted] desires a credit on her account in the amount of $300.00.Vivint’s records show that Ms [redacted] has notified Vivint of the customers she referred, and Vivint has a general referral credit of $per customer referred Vivint has no record of any more than the general referral credit being offered to Ms [redacted] At this time, a credit in the amount of $will be applied to Ms [redacted] ’s billing account, for the customers she referred.Vivint’s records further show that Ms [redacted] ’s account was closed due to non-payment on November 27, Ms [redacted] must make arrangements with Vivint’s Billing department to reinstate her account at this time The referral credit applied will reduce the payment amount for reinstatement of the account I would advise Ms [redacted] to call Vivint’s Billing department at ###-###-####, to make these arrangements.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***

May 13, 2016Revdex.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 a sales representative from Vivint attempted to sell her a system, but she found him to be misrepresenting the agreementMs [redacted] desires for the sales representatives to be held accountable for their sales tactics.The sales representative in question is employed by Smart Home Pros, Inc(“Smart Home Pros”)Ms***’s complaints have been reported to Smart Home Pros regarding the Vivint dealer who knock at her doorIf 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 21, 2015Revdex.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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she has not been satisfied with her Vivint service for the length of her Agreement term, and that she has recently requested cancellation as it is the end of her initial term, but Vivint continues to bill her for serviceMs [redacted] desires cancellation of her Agreement as she has fulfilled her initial termVivint’s records show that Ms [redacted] signed an agreement with Vivint on July 11, 2012, in which she agreed that service would continue automatically after the initial term of forty-two (42) months, unless cancelled in writing no less than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) Ms [redacted] ’s initial term ends on January 10, A written notice of cancellation was provided by Ms [redacted] on December 15, 2015, and her account was invoiced for the last month of service on December 10, Pursuant to the signed Agreement, Ms [redacted] ’s account would be cancelled thirty (30) days following the written notice, on January 15, Vivint will cancel the account at the end of the initial term, on January 10, 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Have still been unable to make contact with Vivant I will try again today They always just put me on hold indefinitely I would like to have the account cancelled without them charging us for another six months What is so frustrating is having to pay for service that we are not getting in the first place They won't give us a refund for the amount of time they weren't monitoring the service and I don't feel they should be able to keep taking payment for nothing Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

September 14, 2017 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: May 29, 2014 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] explains that she has moved from the residence where the system is installed and that she has attempted to cancel her account without success. Ms. [redacted] requests that Vivint cancel her account. At this time, Vivint is willing to immediately cancel Ms. ***’s account without penalty. However, Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on May 29, 2014. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months. She also represented that she would pay a monthly monitoring fee of $63.99 each month during that term. Further, 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 Agreement. Vivint relied on Ms. ***’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Despite the information mentioned, Ms. [redacted] has no further financial obligation to Vivint effective immediately. 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

December 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she has requested cancellation of her account; however, she has been unable to cancel her accountMs [redacted] requests cancellation of her account and a refund Vivint’s records indicate that Ms***’s account was cancelled on December 12, A refund of $was issued on December 15, and should arrive within 7-business days 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