Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: Hello,In my “desired action” for my complaint, I requested communication from VivintAn email telling me that they credited my account does not resolve my concernsMy cameras are still offline, I’ve schedule several technicians to come out and fix the problem which they have not done, and I STILL cannot access my stored video footage which was the entire reason for contacting vivint in the first placeI still am requesting to speak with someone about my account and would not like the issue to be counted as resolved until that happensCordially, [redacted] Sincerely, [redacted] ***

February 26, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 7, 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 was billed incorrectly following the installation of a Vivint security system in her homeMs [redacted] requests a refund in the amount of $and cancellation of her Agreement with Vivint Vivint’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 Ms [redacted] , she may expect this refund within 7-business days Ms [redacted] ’s account is cancelled, and she has no further obligation to Vivint 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] , and find that this resolution is satisfactory to me Sincerely, [redacted]

May 20, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 20, 2014 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 concerns. Vivint’s records indicate that this matter will be resolved to Mr. ***’s satisfaction upon removal of his Vivint equipment on May 25, 2016. 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***Chief Compliance Officer

January 6, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 3, 2015 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 Vivint did not allow him to place his account on hold, and he was advised by an electrician to enter his home after Mr. [redacted] had turned over the key. Mr. [redacted] desires the cancellation of the account without penalty. 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 2, 2015. 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 $ [redacted] 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. ***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Vivint policy states that an account cannot be placed on deferment unit the account is active for at least a year. As such Mr. [redacted] was not placed a deferment while he was moving his system. Due to Hawaii state law when Vivint technician is dispatched, a licensed electrician must be on site as well. However this electrician is not an official employee of Vivint. Vivint cannot control what this electrician advises a customer to do. However Vivint records indicate that his system was successfully pulled on October 8, 2015. Vivint attempted to install his system at his new home, but Vivint was unable to confirm the appointment after multiple attempts to contact Mr. [redacted] so the appointment was cancelledCancellation of the account without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $ [redacted] ; however, in an effort to assist Mr. ***, Vivint is willing to lower his payoff amount by 25%, bringing the total payoff amount to $ [redacted] . Alternately, if Mr. [redacted] choosing to continue his service, Vivint has agreed to apply a credit worth three months of his monthly monitoring fee. If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W***

November 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: 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] alleges that she agreed to take over an account from the previous owner of her home, but that Vivint has delayed the service visit and the activation of the account in her name. Ms. [redacted] desires to have her system activated in a timely manner, and a refund for the service she has paid for and not received thus far. Vivint’s records show that Vivint was notified of this takeover on November 6, 2015. Ms. [redacted] most recently spoke with Vivint on November 18, 2015, and at that time Vivint was able to apply the full credit from both payments to the account in Ms. [redacted] ’s name. A Vivint Field Service Professional is scheduled to be dispatched to Ms. [redacted] ’s home on December 7, 2015, to activate the account in Ms. [redacted] ’s name. Vivint has not yet invoiced Ms. [redacted] ’s account for service, as the service has not been activated. As such, no refund is warranted at this time. When service begins at the time of the service visit, Ms. [redacted] ’s account will become active and invoicing will begin. The credit on Ms. [redacted] ’s billing account from payments already processed is sufficient to cover monthly service fees for twenty-eight (28) months.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W***

September 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 8, 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 Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requestsIf 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 20, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 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 overheard a Vivint representative informing her technician that Vivint had not received a signal from her home since As such, Ms [redacted] is requesting a full refund for the two years that she claims her home was not being monitoredIn order to compensate for any inconveniences that Ms [redacted] has encountered, Vivint has applied three months of free service to the accountHowever, the requested refund is not warranted at this time.Vivint’s records indicate that Ms***’s panel has been communicating with Vivint since the initial installationThe assertion that her home was not being monitored for two years is incorrectAs such, a refund is not currently warranted.Additionally, by signing the Purchase and Services Agreement (“Agreement”), Ms [redacted] indicated that she understood and accepted all terms contained within the contractThe contract states that it is the customer’s duty to test the System’s protective devices and send test signals to the Center in accordance with Vivint’s instructions at least monthlyIt further states that if a problem with the System occurs, the customer will notify VivintIn resolution to this matter, Vivint has applied the above creditHowever, due to the System communication with Vivint since installation, no refunds will be offered at this timeIf 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

August 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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] explains that she has experienced and issue with the sales representative and the equipment working as promisedMs [redacted] ’ desired resolution is cancelation of the contractA representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIn an effort to help Ms [redacted] and to resolve this issueVivint can cancel the 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Sincerely, Alfredo H***

July 30, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Kathleen B [redacted] Vivint Account #: [redacted] Date of Agreement: July 21, To Whom It May Concern:I have reviewed the information provided by MsB [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsB [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsB [redacted] ***’s 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: [redacted] , attention Department – LegalSincerely, Nathan *W***

September 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, 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 system has not worked properly since it was installedMs [redacted] desires cancellation without penalty.Vivint’s records indicate that a technician has not visited Ms [redacted] in order to inspect her system and determine if it will work for her home or notNever the less Vivint will agree to cancel the Agreement without penalty provided Vivint can remove the security system from Ms***’s homeIf Ms [redacted] desires to take advantage of this offer I would advise her to call in to Vivint to schedule a time for the system removalA refund for monies paid to Vivint will be issued only after the removal of the security equipmentIf 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***

September 19, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 13, 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 experienced and issues with the equipment and serviceMs [redacted] requests that her account be canceled A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concerns.In an effort to help Ms [redacted] and to resolve this issueVivint can cancel the 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 directlyIf 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, 2018RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 11, 2017 To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. ***’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. Vivint’s records indicate that Vivint sent Ms. [redacted] a Release & Settlement Agreement on January 24, 2018. This Release & Settlement Agreement stated: This letter is in response your communications with Vivint, Inc. (“Vivint”) in regards to the HVAC invoice and high energy bills on or around today’s date and shall confirm the offer extended by Vivint. Upon receiving a signed copy of this Release and Settlement Letter Agreement (“Letter Agreement”), Vivint will send you payment in the amount of $150.00.Ms. [redacted] has not yet signed Vivint’s This Release & Settlement 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***Chief Compliance Officer

August 4, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 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 satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requestsIf 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 3, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, To Whom It May Concern:In his rebuttal, Mr [redacted] alleges that his wife did not participate in the telephonic Pre-Installation Survey, and that she did not know the terms of the Agreement with Vivint Mr [redacted] further alleges that Vivint’s appointments for the move of the system were not timely, and that the scheduled Field Service Professional missed the appointment Mr [redacted] declines all offers Vivint has made to resolve this matter, and he desires cancellation of the Agreement without penalty and information regarding the return of Vivint’s equipmentVivint’s records indicate that Ms [redacted] did complete a telephonic Pre-Installation Survey, wherein she represented that she was the homeowner, and that she agreed to the terms of the signed AgreementVivint maintains its position, however, that this telephonic survey is a courtesy, and neither validates nor invalidates the signed Purchase and Services Agreement The Agreement is between Vivint and Ms [redacted] , and home ownership is not a requirement of the Agreement Despite the above information, Vivint will allow cancellation of the Agreement at this time to assist Mr [redacted] Ms [redacted] has no further obligation to Vivint Return of Vivint’s equipment is not necessary.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]

January 6, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 1, 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 resolutionA refund has been issued and will arrive within 7-business daysAdditionally, an appointment has been scheduled for the removal of the equipment from MrJohnson’s home after which his account will be cancelled 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

June 15, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 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] via email in an effort to resolve her concerns but has not had response sent backVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfactionA letter has been sent on June 15, confirming her account has been canceled as of June 8, Ms [redacted] may contact Vivint’s representative directly if he 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

April 29, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 2012 To Whom It May Concern:I... have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] ’s satisfaction. 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***

August 2, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 20, 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 one of her cameras was never installed despite making her monthly payments to Vivint. Ms. [redacted] desires a refund of all monies paid to Vivint and her camera installed or cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty. Vivint has sent a refund of $60 to Ms. [redacted] in the form of a check. A representative will reach out to Ms. [redacted] to schedule an appointment to have her camera installed. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on July 20, 2015. Vivint has been providing monthly monitoring service since the system was installed and as such, a refund of all monies paid to Vivint is not warranted. The camera portion of Ms. [redacted] ’s billing account is $3 per month, Ms. [redacted] would normally receive a credit of $36 for the downtime of one camera. As an effort of goodwill Vivint has sent a refund of $60 to Ms. [redacted] . 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***Chief Compliance Officer