Vivint Smart Home Security

October 12, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 1, 2016 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 has been resolved to Mr. [redacted] ’s satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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

March 7, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 7, 2012 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 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***

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 meI am extremely happy with the outcome and when the appropriate time arises, I will discuss a proper extension of the agreement Sincerely, Mark C***

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 have been contacted by a Vivint representative. An appointment for August 29th has been set for removal of Vivint equipment. Per my phone conversation with the Vivint rep after the equipment is removed I will be released from a "contract" I didn't agree to. Sincerely, Jessica C***

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 9, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Rebecca M [redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2014 To Whom It May Concern:I have... reviewed the information provided by Ms. M [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. M [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. M [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: [redacted] , attention Department 160 – Legal. Sincerely, Nathan *. W***

October 12, 2016Revdex.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] states that Vivint offered her a reduced settlement of her past due balance and indicated that she had until September 30, to pay the amount of $to have her service reinstated Ms [redacted] explains that she called Vivint on September 30, and was advised that she was too late for the offer and would need to pay more to get her service back She desires reinstatement of her service for a payment of $ At this time, Vivint agrees to reinstate Ms***’s service if she will pay the reduced cost of $to settle her past due balance This offer will be valid until the end of October, and she may contact Vivint’s Billing department at 1-800-216-to accept the offer.Vivint’s records indicate that Ms [redacted] had a significant past due balance, and Vivint’s Billing department offered her a reduced payoff of this balance to reinstate her service Vivint indicated that this reduced balance would need to be paid before September 30, and that after this date, the payoff would increase Ms [redacted] called Vivint to accept the offer on September 30, 2016, the day after the offer expired.Ms [redacted] currently owes Vivint $for service fees pursuant to her signed Agreement which were not paid However, Vivint will waive $of this balance and will renew its offer of service reinstatement for a payment of $if she makes this payment before October 31, Ms [redacted] may contact Vivint’s Billing department to accept this offer.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

January 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: January... 18, 2017 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 recently signed up with Vivint but the installing technician has not been back to complete the installation. She desires to have her system installation completed in a timely manner and a credit for the days she was without her complete service. Vivint’s records show that a technician was dispatched to Ms. [redacted] ’s home on January 25, 2017 to complete the installation. Vivint issued a credit in the amount of $150.00 to Ms. [redacted] ’s account on January 22, 2017. Vivint would like to 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, 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 meEven though Vivint has promised to reimburse us for having to call a heat and air technician out to check why the heat wasn't working during the degree weather, they have not done so as of this date Sincerely, [redacted]

April 24, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, 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 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 in August 2015.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 August 16, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $ [redacted] 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 [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement Cancellation of Ms [redacted] ’s agreement without penalty is not warranted at this timeA representative from Vivint has recently contacted Ms [redacted] , in an effort to resolve these concerns Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $ [redacted] ; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ [redacted] If Ms [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at [redacted] .If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

December 22, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has lost a lot of time attempt to resolve her concern with VivintMs [redacted] desires for a downtime credit to be applied to her account.Vivint’s records show that Ms [redacted] has an appointment to have a door lock installed at her home on January 4, Ms [redacted] was also given a credit of one month of service while she is waiting for this appointment A representative from Vivint has recently attempted to contact Ms***, in an effort to resolve her concernsTo further assist Ms***, Vivint has applied an additional credit to her billing account in the amount of $70.99, which will cover another month of monitoring fees.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 21, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: 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 Ms [redacted] and appreciate the opportunity to respondIn Ms***’s complaint she explains that she has had issues with moving her system to a new location as well as being billed to correct amount after having some items removed from the systemAs such, Ms [redacted] requests that the $move fee be waived and that her bill reflect the proper amount.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms***’s satisfactionA credit of $has been placed on Ms***’s account that will go toward the balance on the account to cover the $move feeMs***’s new monthly payment after it has been adjusted for the removal of some of the equipment is $plus any applicable taxesMs [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concernsOr to finalize her move Ms [redacted] may reach out to Vivint’s Moves and Takeovers Department at (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

March 12, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 30, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he was promised a free Amazon Echo with his security system at the time of sale, but now Vivint has advised him that he would need to buy it from Amazon first and then be reimbursed Mr [redacted] desires for Vivint to order and ship him an Amazon Echo at no cost to him In an effort to resolve this matter, Vivint has applied a $credit to his billing account in addition to the offer to reimburse him for an Amazon Echo if he buys one Vivint’s sales representative also approved a $credit to Mr [redacted] ’s account at the time of sale At this time, Mr [redacted] has a $credit balance on his Vivint billing account, and this will cover his monthly services fee for March and part of April’s Vivint is unable to provide an Amazon Echo as it is a product sold by a third party However, with the credit Vivint has provided Mr [redacted] it is hoped that he will have the means to purchase it from Amazon.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

August 10, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint and Mr [redacted] have agreed to a resolution in this matter A service visit has been scheduled for August 17, to remove Vivint’s equipment from Mr [redacted] ’s home, and Vivint has waived the last service fee charged on the account Following removal of the equipment, Mr [redacted] will have 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***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: Vivint representative said she will give us 30-days to see how we do with Vivints system and her customer service was good, was nothing compared to all other representativesI only want to confirm that their offer still stands as to the 30-day trial, and they were going to give us as well 2-months credit towards our accountOnce this is confirmed we can accept and close caseWe wouldn't want to accept and then they will back off from their wordPlease advise Thank You, [redacted] ###-###-####

June 24, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jennifer W [redacted] Vivint Account #: [redacted] Date of Agreement: October 4, To Whom It May Concern: I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondIn her complaint, MsW [redacted] alleges that she moved from their home and learned that they were unable to cancel their account MsW [redacted] further alleges that she was denied a deferment of her service during the time she is not in her new home yet MsW [redacted] desires cancellation of her agreement without penalty, and states that she has paid for two (2) months of service she has not used Vivint’s records indicate that a representative has contacted MsW***, in an effort to resolve this matter To assist MsW***, Vivint has deferred the service and terms of the Agreement for ten (10) months In addition, a credit for two (2) months of service has been applied to MsW***’s billing account for the time she has not been able to use the system MsW [redacted] will have no service charges for the next twelve (12) months, but only ten (10) of these months will be added to the end of the current Agreement MsW [redacted] will be responsible for notifying Vivint when she is ready to schedule the installation of a new system in her new home In an effort to further assist MsW***, Vivint will waive any move or equipment fee for this move.MrGarith W [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he 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, plus applicable taxes, during that term Cancellation of the Agreement without penalty is not warranted at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] 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 satisfactory to me I want to make it clear we have agreed Vivint will refund my out of pocket expenses without my being required to sign their release form 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 meTyler H [redacted] was the best at dealing with this issueHe listened to my concerns and made every effort to make it rightWhile others talked over me and made me feel like the issues I was having were not importantIn the end I felt more comfortable canceling my service but Tyler alone saved his company from getting a bad reviewThe art of customer service has been lost in the recent yearsIt's refreshing to interact with someone who listens and really cares about the customers he's dealing withThanks again and maybe in the future Vivint will be a main stay in our home Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Your company expects non customers to track down the location of its equipment and then expects them to contact their customers for them, and to do the work for their employees for free. I believe slavery was abolished many years ago and that laws were put into place to prevent this. I believe a company should know where their equipment is installed and that the installation address and the address on file should be the same. It is very sad when a company has no clue where they have installed their equipment and how to figure out where their equipment is installed. What's even worse is that the company then expects the non customers to solve these problems for them. Unfortunately it still gets worse is that there is no compensation for the harassment done to a non customer. This just really makes me wonder how they treat their customers and they are guarantying for me to bad mouth them every chance I get. This company has major issues and no clue what a true apology is and once again has left me cleaning up its messes. Sincerely upset, [redacted]

October 25, 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:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that his equipment has never operated correctlyMr [redacted] desires cancellation of his System Purchase and Services Agreement (“Agreement”) without penalty and a refund of all monies paid to VivintVivint agrees to cancel Mr [redacted] ’s Agreement without penaltyAs of the date of this letter Mr [redacted] has no further obligation to VivintVivint’s records indicate that Mr [redacted] entered into his Agreement on July 2, By signing his Agreement Mr [redacted] agreed to pay Vivint a monitoring service fee of $plus any applicable taxes each month during a term length of sixty (60) monthsIt is important to note that Mr [redacted] also agreed to Vivint’s “Limited Liability” (section 3) provision, which states, “We do not warrant that the system cannot be defeated or compromised or that it will always operate.” Vivint has been providing monitoring service since the alarm system was installedAs such, a refund of all monies paid to Vivint is not warrantedNevertheless, Vivint agrees to the above resolutionIf 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