Vivint Smart Home Security

October 29, 2015RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: 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 respond. In his complaint, Mr. [redacted] alleges that he cancelled the installation of a Vivint system, and that he has not received a refund of the monies he paid to Vivint. Ms. [redacted] desires a refund of $407.99. Vivint’s records indicate that a refund in the amount of $407.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted] on May 28, 2015. Mr. [redacted] ’s account is cancelled, and he has no further obligation to Vivint. If Mr. [redacted] ’s records do not show the refund went through, Vivint requests Mr. [redacted] provide a bank statement or credit card statement, and Vivint will make the adjustment to Mr. [redacted] ’s billing account. 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 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 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 5, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond.After further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled and his billing account has been removed from collectionsMr [redacted] has no further contractual obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 19, 2016RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 31, 2013 To Whom It May Concern:I have reviewed... the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges she was promised a credit of $115.00, but never received it. Ms. [redacted] is requesting the credit be applied. Vivint’s records indicate that a credit in the amount of $115.00 was applied to the account, but the credit was never approved. Vivint apologizes for any delay in this process. A credit of $115.00 has been resubmitted to the account, and has been approved. .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***

January 20, 2017Revdex.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] states that she recently requested cancellation of her Agreement due to Vivint’s failure to complete an update of her system, but that Vivint has not cancelled her account because she agreed to an extension of her Agreement termMs [redacted] desires cancellation of her Agreement without penalty.At this time, Vivint agrees to cancel Ms***’s Agreement without penalty, effective immediately.Vivint’s records show that on July 28, 2008, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Vivint spoke with Ms [redacted] regarding her alarm service on January 10, Ms [redacted] represented that she was interested in extending the term of her Agreement in exchange for an upgrade of her system However, Vivint has not yet installed the upgraded equipment, and Ms [redacted] provided a notice of cancellation on January 12, As such, Vivint agrees to the above resolution 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 ***, 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: I am working with an account rep who hopefully can come with a better agreement. this offer doesn't make up for 2 days that I took off and there was no shows. I previous stated since the last tech and fix the sensor on patio door I haven't had issues 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 meThank you for contacting me and resolving this issue Sincerely, [redacted]

January 16, 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 6, 2017 To Whom It May... Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. ***’s complaint she explains that she has had some issues with the billing service. As such, Ms. ***A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. ***’s satisfaction. A credit of $153.28 has been placed on Ms. ***’s account. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because Vivint did not use reasonable care and skill when they carried out their workWhile Vivint's contract notes “Alarm systems and monitoring service may not always operate properly for various reasons," The Consumer Rights Act says that services must be provided with reasonable care and skill The price reduction Vivint have offered is inadequate given the continuous problems I have experienced in the six out of seven months I have been a client - therefore at a minimum, six months of service should be credited to my account While it took Vivint one day to arrange for a technician when I signed up for service, each time I've needed service for repair, they are only able to provide an appointment about a full month away I'm legally entitled to have the work done within a reasonable time and when I contact similar service providers to get an idea of how long it should take, they agree that Vivint has been unreasonable Sincerely, [redacted]

Revdex.com: They finally refunded the illicit charges made in FebruaryAs long as they don't try to take any more money then the complaint has been resolvedThank you, Revdex.com, for your assistance in this matter 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]

Complaint: [redacted] I am rejecting this response because: First of all I’m not aware of a two-month credit that was offered to meThat’s not what my complaint is aboutI know with Vivint it’s about the money, not customer service My concerns are the security of my outside perimeter to my businessI do not have a clue what Vivint can do I know what they can’t do, they can’t hook up to the speaker, they can’t get cameras to working in my other building and from my understanding; they have no way to secure my outside perimeterNone of this was disclosed to me when I sat down with the salesrepresentative and explained in detail what I need for my business and was told this would not be a problemI need a security system that works At this point I am not trying to get out of the contract just want Vivint to do what they promised, not an after-the-fact sorry was not able to do the things your previous alarm company didIf I knew that was the case I would have stayed with my previous alarm company I’m not sure that the prequalifying interview was for my business or our homeI’m thinking our homeEither way, I’m not satisfied with the results at my businessIf I cannot work this out with Vivint I will file a complaint with the Tennessee Attorney GeneralI hope this will not be the case, and we can get this matter resolvedIts simple have one of your representatives come out to my business and solve the problemDon’t send a technician who will only refer me back to the sales representative Sincerely Frank E [redacted]

July 27, 2017RevDex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 2010 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 Ms. [redacted] ’s satisfaction. If Ms. [redacted] requires any further assistance, she may contact Vivint’s representative directly. 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

Complaint: [redacted] I am rejecting this response because:Very little of the response from Vivint is truthful. 1. Very few of the actual calls to Vivint are referenced in the response. The dozens and dozens of times the alarm went off without cause or provocation is not mentioned.2. The 3 times that the Vivint representative had an appointment and failed to show up are not documented. According to the response, the representative showed on April 28, 2015. I ASSURE you, no one showed up at [redacted] on that day. We purposely posted someone in the building from 7:15 AM until 6:15 pm that day. NO ONE FROM VIVINT SHOWED UP. The Vivint technician did not show and did not call for the April 1, 2015 appointment. Again, someone was present in the business the entire day to be sure and interact with Vivint. This also happened on March 6, 2015. The technician had a scheduled appointment and did not show. They did show on February 11,015 and changed out the panel. It has not worked correctly since. Since a few days after the February 11, 2015 appointment the system has not worked. We continually have had to wait 28-30 days for an appointment only to not have them show. 3. An appointment was also scheduled for November 21, 2014, and Vivint did not show up again. As I recall, but can not find my supporting documentation, they were scheduled to come mid-December for an appointment ( again, 30 day wait), and they did show that time. I believe that is when they replaced the door lock. The same door lock that has not been functioning since late February. The biggest issue is the inability to lock and protect our business. The continued lies and failure to show up are unacceptable. The "gracious" offer of 25% off is not acceptable, either. I am paying dearly for a systems that do not work. I am constantly concerned for my business property and the property of my clients that is entrusted with us. It is time to end this contentious and unproductive relationship. I have endured far more than an prudent person should. If Vivint does not want to service rural accounts, why are they soliciting business in a rural area. They called on me, without invitation. I did not contact them. Now when it won't work, they won't remove it. This company does not conduct business in a forthright and honest manor. Now that they have been "called on the carpet," they want to "offer" me a "deal" to pay off for services that have not provided. PLEASE see through this façade and help resolve this matter. Thank you, [redacted] 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 Thank you for getting this moving!! Sincerely, [redacted]

September 16, 2016 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: August 29, 2013 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he was originally told that he would have to pay $15.16 to cancel his account; however, he was recently told the buyout amount would be around $400. A representative from Vivint has recently contacted Mr. [redacted] via email to explain the reasoning behind the buyout amount. Vivint has no record of Mr. [redacted] being informed that it would cost $15.16 to cancel the account. Vivint’s records indicate that Mr. [redacted] has 5 months remaining on his agreement with Vivint; thus, the payoff amount would be $344.95 based off of his monthly payment of $68.99. 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

January 24, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 5, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond Despite that Mr [redacted] has not fully paid for his equipment and although not warranted, Vivint will cancel his account without penalty 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

Complaint: [redacted] I am rejecting this response because: After the October service call, the alarm has had false alarms. I received several false alarm calls in a two day span when the weather was great. The first day of repeated calls, I thought it was a power issue. The second consecutive day, after I verified there was no issue with power at home, I asked that it be shut off. My phone record shows over 6 calls in 2 days from Vivint...minutes apart for false alarm. The faulty system violates the contract. It was ongoing but after repeated harassment while at work, I must end this relationship. I was paying for a high price for low quality, unreliable service. The response does not address the harassment after October 5th. Had the problem been resolved in October, this would not be an issue. At this point, it is clear that the system does not work as intended. I must feel safe and know that my wife and two kids will be safe. Frequent faulty alarms does not provide security. I must seek service I can depend on. The poor faulty service violates the contract and I will not pay a broken contract fee because the system does not work accurately. The totality of problems, which extended the past October 5th, must be acknowledged. In fact, I should be refunded for the defunct service. At this point, I want nothing to do with Vivint and will take this to the state Attroney General and consumer protection agency if necessary. Sincerely, [redacted] ***

I would like to get a letter of apology from Vivint
Their sales rep provided information, either knowingly or unknowingly
The tech that installed the unit disputed several things the sales rep said
All of my paperwork is at home. I will provide more info as to the sales person and
other info I left out in the original complaint
I see on the Revdex.com websites there are over 3,complaints about this company in various places in the U.S
I should have checked before the slick sales person hooked me in for more years with not much value add to me
I told the sales rep I had already paid the ADT monitoring service for this month. He said he will give me months free out of his own pocket
I will check my bank statements to see if that is done. Another complaint will be filed if not
I live in Knoxville, TN but the Vivint company that installed the new unit is located there in UTAH
Thank you for you prompt consideration

I never agreed at any time to extend my contract with Vivint alarm companyOn July 14,received a email from Zack B*** with legal support and he stated that my account was determined that cancellation without penalty is warranted
Christopher C***

Complaint: ***
I am rejecting this response because:
I have had multiple technicians respond to fix the issues over the yearsI have been at my current residence for less than a year and had a technician here alreadyI’m not sure why your records indicate otherwiseSame problemsDifferent homeYour equipment is not compatible in my homeThe technician told me this as well as the phone assistants for your companyI’m already working with a partial systemEven that doesn’t workI’ve been told it can’t be fixedThere isn’t a place set up for your equipment to be installed properly and therefore will never work properlyThis is a new homeI cannot continue to rework my work schedule to be told this yet againYou’re trying to slap a bandaid on a bleeding arteryAgainI’ve been through this scenario so many times with failed recovery that this is my last resortThere are too many conversations to count that I’ve had regarding this issueI do not want to do this yet againThis is why I am reaching out to resolve this once and for allI want no part of your companyI want to be released from the contractI have held up my end and you have notI have paid for services I repeatedly have not receivedRepeatedlyYou have broken our contract agreementPlease remove your equipment from my home and cancel all “services” I am paying for yet not receiving.
Sincerely,
*** ***