Vivint Smart Home Security

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 meSincerely, [redacted] ***

I appreciate the refund although my ultimate hope is that Vivint will ensure their website is very specific beyond what they have on how to cancel once a term is fulfilled including the days in writing and that you need to confirm it has been receivedThe people handling the calls really need to be clear too when people are calling and seeking these detailsI did receive an email from Megan/Vivint and I shared this information and glad I have closure Thank you! 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]

July 7, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 9,... 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] states that she has concerns about the sales representative at the time her system was installed, that she has equipment complications but Vivint charges a fee for service visits, and that she is now unable to afford her monthly services fee. She desires cancellation of her Agreement without penalty. A representative from Vivint has recently contacted Ms. ***, in an effort to resolve her concerns. To assist Ms. ***, Vivint has reduced her monthly services fee by 40% for the remainder of her Agreement term, and has added the Premium Service Plan to her service so she will not need to pay trip fees for service visits. Vivint has scheduled a service visit with Ms. [redacted] to address her equipment concerns on July 8, 2017.Vivint’s records show that Ms. [redacted] signed an Agreement on July 10, 2015 with an initial term of forty-two (42) months and a monthly services fee of $59.99, plus any applicable taxes, during that term. This Agreement states that, after the first 120 days of service, Vivint will charge a trip fee for any service visit by a technician, but will replace any defective Vivint equipment at no cost (Section 5: Repair Service). The Agreement also states that the customer is responsible for any false alarm fees (Section 10: False Alarms).Cancellation of the Agreement without penalty is not warranted at this time. However, Vivint acknowledges Ms. ***’s current circumstances and agrees to the above resolution. Her monthly services fee has been reduced to $35.99 for the remainder of her Agreement term, and she will no longer be charged a trip fee for service visits. Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns following her upcoming service visit.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 19, 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: July 4, 2017 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 was unaware that he would be charged for equipment fees. Mr. [redacted] requests cancellation of his account. At this time, cancellation without penalty is not warranted. Mr. [redacted] has previously been provided with the cancellation options by Vivint’s Customer Loyalty representatives. Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on July 4, 2017. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. Additionally, he agreed to pay the equipment loan for sixty (60) months. He also represented that he would pay a monthly monitoring fee of $49.99 each month during that term. Further, Mr. [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 Mr. [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. 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

September 1, 2016Revdex.com of UtahW SSalt 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 respondIn his complaint, Mr [redacted] states that he was misled by a Vivint representative regarding the status of his service with another alarm company, and that he has since been advised that he cannot cancel his System Purchase and Services Agreement (“Agreement”) with Vivint Mr [redacted] desires cancellation of his Vivint Agreement without penalty A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve this matter Vivint is willing to cancel Mr***’s Agreement without penalty at this time, if he will allow Vivint to retrieve its equipment from his home Mr [redacted] may contact Vivint’s representative directly to schedule an appointment for the removal and process the cancellation.Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 22, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) months, and that he would pay a monthly monitoring fee of $each month during that term Further, Mr [redacted] represented that he previously had an agreement with another security company, and that he understood that neither Vivint nor its sales representative were affiliated with this other companyHe represented that he understood he would be responsible for cancelling and paying any early termination fees to the other company Vivint relied on Mr***’s representations to ensure that he understood his commitments to Vivint and that he was responsible for any obligations to a third party Nevertheless, Vivint agrees to the above 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 6, 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 has experienced technical difficulties with his equipmentMr [redacted] requests that Vivint cancel his account In an effort to discuss this matter, a representative from Vivint has contacted Mr [redacted] via emailIn order to continue the resolution process, Vivint advises Mr [redacted] to respond to this email 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: The contract is invalid as Vivint intentionally and knowingly misled us when representing the abilities of i's productVivint claimed that it's product would not be incorrectly activated by our petsVivint's technician later informed us that this was not true and that their technology was not capable of providing this serviceAs Vivint cannot provide the service it advertised to us, we maintain that the contract remains invalid Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The location where I requested service to be terminated is located at [redacted] My phone number where I can be reached is ###-###-####Thank you Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: In my original complaint I stated I cannot access my account online I still don't have access Apparently my request is too difficult to understand I need access to: https://account.vivint.com/ I had this access weeks ago Now, I cannot log in, I cannot reset my password My account has been deleted (by Vivint) The reason I want this access is so that I can see my billing information, being I do not get paper bills I cannot update a billing address, I cannot update my credit card, I cannot see what my next bill is, I cannot see if I have been credited anything I cannot do anything billing activity related I do not know any other way to state this This is Vivint's system and they should know how to put me back in the system, so that I can access it again As an FYI, yes I now have a Vivint Sky Account However with a Vivint Sky Account I cannot access billing through the VivintSky.com website, it redirects me back to https://account.vivint.com/ where I cannot log in Sincerely, [redacted]

Complaint: [redacted] The company representative said that they were taking over another company to (***) to gain a customer not only was my husband present my both daughters heard the conversation, also the Account was placed in my name and I recieved the bill to prove and I would not spell my name wrong,they already had my information,and also never reci3ved a copy of the contractA representative was to email me a copy I called back because no was attach so I would to proceed to the next step please I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Once again, this company is not listeningWe already responded to this response from VivintSo here we go again to be very clearAs stated in the last statement, we NEVER cancelled an appointmentThe techs would just not show up after we waited around for the tech to showThen we would call customer service to see where the tech was and they would tell us that we "cancelled" For customer service to lie to a customer and try to say that we cancelled us unacceptable And then, when the techs finally did show upWe have already had all of our equipment replacedAnd by the next day, the "Sky Panel" is sending out random signals to the thermostat to kick on when it is clearly in the "Off" position.The last tech that came said that he couldn't fix it and that our house was considered "Unserviceable" He told us that give Vivent a couple days to get that info from him and then they would schedule someone to come out to take out the equipmentWe talked to Customer Service, scheduled them to come out to take out the equipmentThe guy showed up (hours past his scheduled time slot) and all of a sudden he has no record of taking anything outHe wasn't sure why he was scheduled to come outWe call customer service back and they told us that we can have the equipment taken outBut we are still responsible for the rest of the contract This company is horribleThey are only worried about getting their monthly paymentBut not worried about providing a service that worksAnd their customer service is like listening to a machine that says "You are still responsible for the remaining contract, or we will send a tech out"Well we have had techs out who CAN NOT fix itAlso, we were never provided a copy of the signed contract We would like them to send that to us 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 Sincerely, [redacted] Thank very much for your help, it is greatly appreciated!Amber Moellmer

June 27, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, Date of Addendum: June 8, 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 her agreementMr [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on June 14, 2012, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Mr [redacted] regarding his alarm service on June 8, Mr [redacted] represented that he was having difficulties with his Vivint sensorsBased upon this representation, Vivint offered a forty-two (42) month extension in exchange for a free Vivint sensor and a free system inspection, 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 VivintCancellation 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 $1,499.70; however, because of the misunderstanding, I would be willing to lower Mr***’s payoff amount by 55%, bringing the total payoff amount to $Alternately, Mr [redacted] has been offered a reduced monthly rate by $for the remainder of his initial term If Mr [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 30, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 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 agreed to a verbal extension; however, she no longer wishes to be under contract with VivintMs [redacted] requests that her account be cancelled without penalty At this time, Vivint has agreed to immediately cancel Ms [redacted] ’s complaint without penalty Vivint’s records show that on May 28, 2012, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] regarding her alarm service on September 2, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a thirty-six (36) 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 thirty-six 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 above, 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 27, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Marsha D [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, To Whom It May Concern:I have reviewed the information provided by MsD [redacted] and appreciate the opportunity to respondIn her complaint, MsD [redacted] alleges that she moved and requested cancellation, and that Vivint continued to bill her for serviceMsD [redacted] desires a refund of some of the monies she paid to Vivint past the initial term of her AgreementVivint’s records show that MsD [redacted] signed an agreement with Vivint on May 14, 2011, in which she agreed that service would continue year to year 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) A written notice of cancellation was provided by MsD [redacted] on June 11, 2015, and her account was invoiced for the last month of service on June 10, Another monthly payment was taken on July 10, 2015, as the billing date was a day before the cancellation date.A representative from Vivint has contacted MsD [redacted] , in an effort to resolve these concerns MsD [redacted] ’s account has been cancelled, and she has no further obligation to Vivint In an effort to assist MsD [redacted] , a refund in the amount of $ [redacted] is being sent back to the checking account on file, to refund the last two months of paymentsIf 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, Nathan *W***

May 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 2, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn his complaint, Ms [redacted] alleges that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement Ms [redacted] desires cancellation of the Agreement without penalty 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 2, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months She also represented that she would pay a monthly monitoring fee of $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 Cancellation of Ms***’s agreement without penalty is not warranted at this timeA representative from Vivint has recently contacted Ms***, in an effort to resolve these concernsVivint has offered to move Ms***’s service at no charge, which she declined Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1849.63; however, in an effort to assist Ms***, Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $ Alternately, Ms [redacted] has been offered a reduced monthly rate by $for the remainder of her initial term If Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or she may contact the representative she has been working with 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***

Complaint: [redacted] I am rejecting this response because:The response does not address the real issue. The two times they allege they contacted me they did not leave messages. Due to telemarketers I do not answer toll free numbers. They also did not include the fact that I have contacted them numerous times and 2 of their agents promised quick action which has not happened. It appears the only way I can get customer service is to request cancellation and file a complaint with the BBB.The reason I request refund of payments and cancellation is because our system has never worked correctly and isn't working at all right now, that we can tell. So for nearly a year, they have not fulfilled their end of the contract and for several months refused my requests to send someone out.Also, Vivint alleges they tried to call me yesterday with no response. I did respond, today. They seem to expect immediate response, something they do not offer their customers. Sincerely, [redacted] ***

February 5, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 29, 2016 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 misled by a Vivint representative regarding the term of her agreement, additionally she explains that she has experienced technical problems. Ms. [redacted] requests cancellation of her Agreement with no penalty. Vivint’s records indicate that prior to the installation of any equipment, Mr. Michael [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 Mr. [redacted] completed the required Pre-Installation Survey on April 29, 2016. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $60.99 each month during that term. Further, Mr. [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 Mr. Eckoff’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. A Vivint technician visited Ms. [redacted] ’s home on January 30th to replace and repair Vivint equipment. Ms. [redacted] has not contacted Vivint regarding technical issues since that date.Cancellation of Ms. [redacted] ’s Agreement without penalty is not warranted at this time. Should she desire to cancel her account, her payoff amount would be $2317.62. In an effort to assist Ms. [redacted] Vivint is willing to reduce this amount by 40% to 1390.58. Alternately, Vivint is willing to reduce Ms. [redacted] ’s monthly rate by $10. If she is interested in either of these offers Vivint recommends that she contact Vivint’s Customer Loyalty department at (800) 216-5232 ext. 5020. 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***

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 appreciate the Revdex.com of Utah and Vivint taking care of my complaint in such a timely manor Sincerely, [redacted] ***

July 24, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, Date of Addendum: February 27, 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreementMs [redacted] desires cancellation of her agreement without penalty.Vivint agrees to cancel Ms [redacted] ’s Agreement as requested with no penalty.Vivint’s records show that on August 28, 2009, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months As such, the initial term of the agreement lapsed on November 28, and continued month to month However, Vivint spoke with Ms [redacted] regarding her alarm service on February 27, Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement Based upon this representation, Vivint offered a thirty-six (36) 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 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 this information Vivint agrees to the above resolutionMs [redacted] ’s Agreement has been cancelled and she 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***