Vivint Smart Home Security

March 7, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, To Whom It May Concern:I have reviewed the information provided by [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 [redacted] satisfactionIf 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

July 17, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Justin A [redacted] Vivint Account #: [redacted] Date of Agreement: August 7, To Whom It May Concern:I have reviewed the information provided by MrA [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrA [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to MrA***’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: [redacted] , attention Department – LegalSincerely, Nathan *W***

April 19, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 9, 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 cancelled his account and Vivint continued to draft his monthly paymentsAs such, Mr [redacted] desires a refund of payments made since July of Vivint has issued a refund of $ [redacted] to the checking account on fileVivint apologizes for any undue delay in this processIf 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***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is unsatisfactory to meI have no choice but to accept the resolutionThank You!! Sincerely, [redacted]

February 11, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 2, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that her husband recently provided Vivint with his military orders showing that he had been deployed, but that Vivint will not cancel the account Ms [redacted] desires cancellation of her Agreement without penaltyAfter further review, Vivint agrees to cancel MrRobert [redacted] ’s AgreementAlthough the deployment orders were for April and Vivint did not receive the orders until January 21, 2016, Vivint would like to assist the [redacted] s at this time Mr [redacted] ’s Agreement 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

October 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: November 16, Date of Addendum: September 20, 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 would no longer wish to have his agreement extendedMr [redacted] requests cancellation of his account At this time, Vivint has agreed to immediately cancel his account Vivint’s records show that on November 16, 2008, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Vivint spoke with Mr [redacted] regarding his alarm service on September 20, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, Vivint read the following statement, after which Mr [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the information 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

July 21, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 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 the tech who installed her security system left mark on her walls and a couchMs [redacted] desires for Vivint to cover the cost of cleaning her couch and repainting her wall A representative from Vivint recently attempted to contact Ms [redacted] in an effort to resolve her concerns.Vivint’s records indicate their Home Damage department was previously working with Ms [redacted] towards a resolution regarding this matterMs [redacted] has been offered a partial refund of the cost to repaint the wallAdditionally, Vivint is willing to cover the cleaning of the couch, but Vivint have not received an estimate of the cost to do so from Ms [redacted] The Home Damage representative needs to speak with Ms [redacted] or her husband in order finalize this offer and approve paymentIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: February 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 some of his sensors are not functioning properly and he believes that Vivint used refurbished equipment instead of installing new sensors in his home Mr [redacted] states that Vivint is trying to charge him for new sensors, and that he never received new lamp modules as he was promised He desires either installation of new sensors and lamp modules at no cost, or cancellation of his Agreement without penalty At this time, Vivint agrees to send a technician to Mr***’s home, at no cost to him, to provide new lamp modules Vivint remains willing to provide any new sensors to Mr [redacted] at half price, should he decide to replace existing sensors with new ones during this service visit Vivint has also applied a credit to Mr***’s account for one month of service, to assist with these costs 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 February 9, During the recorded Pre-Installation Survey, Mr [redacted] was asked if he had a previous alarm system in his home Mr [redacted] represented that he moved into a home with alarm equipment already installed, and that he would like to keep it and also add some new equipment Vivint’s installing technician activated the existing equipment and also added new equipment from Vivint, as shown on the Schedule of Equipment and Services signed by [redacted] or [redacted] at the time of installation The amount of free equipment offered by Vivint’s sales representative was installed new in Mr***’s home in addition to activation of the existing equipment.Further, Mr [redacted] signed a System Purchase and Services Agreement on February 10, 2016, in which he agreed to an initial term of forty-two (42) months and a monthly services fee of $60.99, plus any applicable taxes, during that term The Agreement states that Vivint does not warrant any work or products provided by the customer or a third party used in connection with the system (Section 3) As such, Vivint will not replace at no cost any equipment that was not installed by Vivint’s technician Cancellation of the Agreement or free replacement of existing sensors are not warranted at this time.Despite this information, Vivint agrees to the above resolution Mr [redacted] will not be charged for service in December, and he may schedule his service appointment by calling Vivint’s Customer Care 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

Complaint: [redacted] I am rejecting this response because: They aren't addressing the issue about the sale person pressure me about signing the contract that is why I am requesting this contractI did talk to sales person about the issues with the system and he told me he will order a service person for meI was calling him so much about the issues that I decided to call the company because he was telling me he was having problems connecting with a service person for my areaHe called me several times telling that some one was coming on this day and then he called me back and told that the technical was booked up this went on for several monthsI finally got tried of this so in September I did call the was fix with the first technical and called back again because the Camera wasn't recordingThe technical that came out didn't know what he was doing and it not showing any pictures on the screenBy that time I was frustrated with this company with all the lying l called the sales person and told I am canceling the contract with VivintHe told me to call the company in a week after he talked to them about the problems that I was having he was gone to call y back and was gone them to come and pick up there equipmentI called Vivint to come and pick up the equipment in October the showed up working on with no order to pick up, I was out of town when this happenedI was frustrated with them and the salesman and refused to talk to nobodyThis company pressure senior citizens into signing contracts and don't stand up to their warrantyThe sales people will do anything from lying doing what my sales person did to get a person to sign a contract so they can get their commission Sincerely, [redacted] ***

March 1, Revdex.com of Utah W S Salt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that his dissatisfaction with the service and installationMr [redacted] requests a refund of the installation fee Vivint’s records indicate that a refund of $was issued on February 26, Mr [redacted] will receive this refund on his credit card within 7-business daysVivint 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***

March 21, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondVivint’s records indicate that a refund in the amount of $is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr***I apologize 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: (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] They have sent an email stating they would cancel the obligation due to the circumstances.This resolution is satisfactory to me Sincerely, [redacted]

February 15, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 2, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges Vivint has breach the contact by not resolving the technical concern on her systemMs [redacted] desires the cancellation of the account without penaltyVivint maintains its stance in regarding Ms [redacted] accountIn section 17D of Ms [redacted] agreement it states, “Alarm systems and monitoring service may not always operate properly for various reasons”Vivint has and appointment scheduled for Ms [redacted] to resolve the concern with her doorbell camera on February 15, Cancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to credit Ms [redacted] ’s account $ [redacted] ; three months of Ms [redacted] ’s service feeIf Ms [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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***

Complaint: [redacted] I am rejecting this response because: Except for the ATM receipt, I sent pictures of these documents to VIVINT, and I sent these pictures to some in a message at least twiceOnce I sent the second set of pics, I was told the account would be cancelled I truly thank you for your assistanceI suppose you hold these with the file# [redacted] HAPPY NEW YEAR???? Sincerely, [redacted]

November 30, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 21,... 2012 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] states that he requested cancellation of his account in writing as instructed by Vivint on November 6, 2017, but that Vivint charged him for a full month of service on November 21, 2017. Mr. [redacted] desires a refund of the payment taken in November. Vivint agrees to cancel Mr. ***’s Agreement, effective immediately. Vivint also agrees to refund Mr. [redacted] his November payment, in the amount of $68.99. This refund is being sent back to the bank account on file. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on June 21, 2012, 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 later than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A written notice of cancellation was provided by Mr. [redacted] on November 6, 2017, and his account was invoiced within the 30-day period while the account was still active, on his regular billing date of November 20, 2017. Despite this information, Vivint agrees to the above resolution. Mr. [redacted] has no further obligation to Vivint, and he may expect his refund in 7-10 days.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 14, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 14, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mrs [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Mrs [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***

January 30, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 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 has experienced technical problems with his cameras and Vivint Smart Drive and Vivint has refused technical supportMr [redacted] requests cancellation of his Agreement with no penalty Vivint records indicate that Mr [redacted] spoke with Vivint representatives on January 20, as he statedUpon reviewing the recorded conversations Vivint’s representatives did offer to send a technician to Mr***’s home to repair or replace his outdoor camera and Vivint Smart Drive deviceMr [redacted] refused this offer for a technician visitThe equipment installed by Vivint is covered under warrantyVivint remains willing and able to service or replace this equipment, therefore, cancellation of Mr***’s Agreement without penalty is not warranted.Pursuant to the Agreement is willing to repair or replace any faulty equipmentVivint recommends that Mr [redacted] contact Vivint’s Customer Care department at (800) 216-to arrange for a technician visitIf 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 17, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 16, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’ complaint he explains that he has had issues with the equipment and was told that he could cancel his account after a year of serviceAs such, Mr [redacted] requests cancelation of his account.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that Mr [redacted] signed a System Purchase and Services Agreement (“Agreement”) on September 16, Mr [redacted] agreed to an original agreement term of forty-eight (48) monthsTherefore we are still within the agreement termVivint has also never been informed that Mr [redacted] was experiencing issues with his systemTherefore Vivint has not had an opertunit to fix any of the issues Mr [redacted] might be experiencingBecause of these facts cancelation of the account without paying the cancelation fees is not warranted.In an effort to assist Mr [redacted] Vivint is willing to set up a time for a technician to go to his home to fix any issues with the system without any cost to Mr [redacted] If Mr [redacted] still wishes to cancel his account early then he may contact Vivint’s Customer Loyalty Department.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 14, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 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 additional concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionThe refund in question has been submitted to Ms***’s bank accountShe can expect those funds within the next 7-business daysIf 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 12, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 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] states that she attempted to cancel her account due to equipment issues but that Vivint denied her cancellation request. She claims that she was unaware of a contract and that she could not cancel at any time. Ms. [redacted] further states that Vivint sent her account to a collections agency which is now charging her for the entire amount of the contract. As such, Ms. [redacted] is requesting that any due amounts be waived and the account be cancelled. Vivint closed this account on October 30, 2017 due to non-payment and sold the remaining balance to a collections agency. Ms. [redacted] must now resolve her balance with that collections agency. 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 July 16, 2016.During the recorded Pre-Installation Survey, Ms. [redacted] indicated that she understood her commitment to pay Vivint a monthly fee each month during the initial term, which was verified as being sixty (60) months. Furthermore, Ms. [redacted] verified that she had received a copy of her agreement and the notice of cancellation, and that her right to cancel had been explained to her. Vivint relied on these representations to ensure that Ms. [redacted] understood her commitments to Vivint and only then agreed to enter into a contract with her. Vivint’s records further indicate that on July 16, 2016, Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of 60 months and a rate of $65.99 per month, for a total price of $3,959.40. By signing the Agreement, Ms. [redacted] represented that she understood and accepted all terms contained within. Despite the signed contracts, Vivint stopped receiving payment for the account after August 16, 2017. As such, the account was closed and sold to a collections agency on October 20, 2017, per the contract’s terms. Ms. [redacted] must resolve her concerns with the collections agency. 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