Vivint / Apex Refusing to cancel contract for over a year and wouldn't cancel for a military PCS. No respect for military provo, Utah
Apex was the name when I first signed up. Once they switched to Vivint I never got a new sign for the front of my house, I called many times because the system stopped working and all they wanted to do is sell me a new system. Then when I tried to cancel last year they said I couldnt because the account automatically renews and I would have to finish out the contract another year. Then in February we were ordered to PCS (Permanent Change of Station) and I tried to cancel again.
We are now living in a rental property and the landlord said we had to use the system that was currently in the place of residence and we cant just have someone come in and put holes everywhere. We sent in a copy of the orders so we can cancel the contract with only a few months remaining on the current contract. They yet again refused to cancel the contract or let me pay a penalty fee to cancel early. With every other company I had to cancel with because of the PCS understood that with a PCS it is not by choice, the Army is making us move, and they canceled everything without any hassle.
Note* When I signed with Apex they did tell me in case of a PCS during the contract all I would have to do is send a copy of the orders and they would cancel without fees but when Vivint took control of the company the rules changes without notification to the customers. Their customer service are less than helpful in resolving any issues or at least treating you with the basic respect for which situations are out of ones control. Vivint has no respect for the military.. I will be spreading the word about my experience Vivint every chance I get, at every FRG meeting and military function to warn my fellow military personal of the scam that is Vivint..
6 Updates & Rebuttals
AliCent
West Palm Beach,Florida,
United States of America
JAG Attorney
#7Consumer Comment
Thu, March 15, 2012
Hi, I am also in the Army, and I can tell you that they, by LAW, have to allow you to cancel your contract if you provide a copy of your orders showing you are, or will be, PCS'ing. Call Vivint back and tell them that if they do not allow you to cancel (without penalty) that you will be contacting the FTC, BBB, and a JAG attorney. They will sing a different tune, but make sure you get IN WRITING that they are permitting you to cancel and are not charging you a fee, most of these alarm guys are super shady!
Katja
El Paso,Texas,
United States of America
Ken..
#7Consumer Comment
Sat, March 10, 2012
... I would agree with you about not signing something that you (even) suspect you will not be able to fulfill the contract term of.
That was not the case with us... we did not foresee the Iraq injury, did not forsee the MOS change and did not forsee the duty station change.
Over the phone, Vivint assured me that we could get out of the contract if we send a coppy of the orders.
After I have sent the orders, they changed their mind and said that they would not let us out of the contract. The sales rep, after his bosses supposedly had a meeting about our case, even gave us a month month credit AND apologized that he could not do more.
I find these practices highly unpatriotic and am merely curious how many other military families are getting bamboozled like this. Once I have a clearer picture- I will decide my next move.
I am glad that your experiences with Vivint are positive- but the thousands of other folks who are not happy, and the fact that Vivint has been forbidden to do business in some states- shows that not all that glimmers with them is gold.
Katja
Chrisdim
killeen,Texas,
United States of America
reply
#7Author of original report
Sat, March 10, 2012
. i am very glad your happy with the company but i am not the only one who has had this happen. i have canceled twice with them, yes in the time frame and neither time they wouldnt cancel. thank you for taking the time to reply, you should apply for a job with them since you have such high regard for the company.
Chrisdim
killeen,Texas,
United States of America
Military
#7Author of original report
Sat, March 10, 2012
I know of one person that has had the same problem. You can contract me via email chrisdimeizius at gmail com.
Ken
Colorado,USA
Do you still have your contract?
#7Consumer Comment
Sat, March 10, 2012
It shouldn't have changed with Vivint.
What does the written contract say about cancelling if you're military?
Haven't you had experience with this sort of thing before?
I had service with APX and it BECAME Vivint as a NAME CHANGE only. There was NO change of ownership or their service what so ever.
I don't know what you mean "When APEX (sic) switched to Vivint.
My WRITTEN contract with APX/Vivint makes No mention of a free military opt out.
What the WRITTEN contract says is what governs your account, NOT what anyone else told you.
BTW, I'm a veteran and never signed up for anything I knew I couldn't live up to.
And yes, your contract DOES say it automatically renews if you don't contact them within the time period specified...have you ever read it?
I read mine by having the salesman leave a copy here and come back later.
I've since re-read it to make SURE I understand all of its terms.
I'm happy with their service and NO I don't work for them.
Katja
El Paso,Texas,
United States of America
Looking for other military members with Vivint issues
#7Consumer Comment
Fri, March 09, 2012
Hi,
I have just read your report and I am curious how many more military folks have been ripped off in the same way that you and I have been ripped off.
I have an appointment with our attorney next week to discuss just that.
I have also posted on some of the military spouse pages in an attempt to find more of us who were told that we could get out of the contract based on the military clause in the contract.
Contact me if you wish and keep spreading the word, please.