Complaint Review: Vivint - Provo Utah

Vivint is refusing to cancel our home security even after I provided Official USAF PCS orders & supporting documents that Vivint requested.

In June 2008, my wife & I were greeted by a salesman, Trevor Moses (Agent Reg#: 32921) who worked for an home security company. Unfortunately we were mislead by his sales tactics & signed an agreement to have APX ALARM (Currently VIVINT) to secure our home. My wife mentioned that I am serving in the military & that we may leave for another AF assignment before our contract expires in 2013. Moses simply stated that all we have to do is call Vivint to cancel our home security services due to my Air Force obligations & that it would not be a problem.

Just this past August (3+ yrs later), I was notified of a new assignment, in a different state. My wife made a call to Vivint to request assistance in terminating our home security due to my permanent change of station (PCS). She was told that we have to fax a "NOTICE OF CANCELLATION" form that was provided and a copy of my official AF PCS orders w/ a date (Report no later than date [RNLTD] indicating when I will physically be on my new duty assignment.

I wanted me & my family to get a started w/ our move to our new location. I scheduled to have my final outprocessing done on late AUG from my previous duty station. I didn't want to get charged for the month of SEP since we were no longer going to live in our home so my wife called Vivint again to see what we can do to avoid getting billed for the month of SEP. Again my wife was told to fax documents previously stated & to also include a memo of my situation and plans of what we were going to do after AUG. I typed up & signed an official AF memorandum and faxed all supporting documents on late AUG.

We were told by Vivint that once all paperwork has been faxed to them, that it will take 24-48 hrs to review all documents & that we will be notified of their decision to cancel our home security by the end of AUG. A few days passed and we called Vivint to follow through w/ our request. When we called, they stated that they did not receive anything. Vivint suggested that I email them all documents to their email address: [email protected]. I did what they suggested but when we called again, they did not receive it.

By this time we were staying in a motel that we are still currently staying in, slowly transitioning to base housing. Upset & frustrated, we called & spoke w/ Vivint Rep Justin who worked in Account Resolutions. While on the phone w/ Justin, my wife emailed all documents to him. Within a minute, Justin received it. Justin stated that he was going to forward our request to the "Special Cancelations Dept" and that he was going to contact us to update us on the status. He indicated that if it does not get approved then Vivint will cancel our agreement on my RNLTD, 30 SEP 2011. We never heard from him again.

A couple days later I called Vivint again and spoke w/ Paul, ext#: 3452, email: [email protected]. Just like Justin, Paul did the same thing. Paul stated to me that he was going to personally "hand-carry" our paperwork to approving authority and that he was going to contact us once that happens. No calls, no emails, nothing.



I called again the following night and spoke w/ Jared Morris. He was giving me the same story and I wasn't having it. I demanded to talk to someone above his position but after 10min of talking to him he miraculously found out on his computer that our request to cancel before SEP 2011 was denied. He also went on and verbally stated that THEIR POLICY was for me to SHOW PROOF that me and my family will live on the military installation and only then will they be able to cancel our contract. I was furious and I demanded to speak to whoever the supervisor was. I was placed on hold & finally Spencer Hutchings answered. It was the same words coming out from his mouth just like the other incompetent employees that work there. I demanded to see their verbal policies on an official document but no one can provide us w/ one. It sounds like theyre making up verbal policies as they go.

My wife and I would get different answers from different people in Vivint. This simply shows that Vivint employees are NOT all on the same page and I'm sure that most of them are incompetent. Out of all the calls and Vivint reps we spoke to, Spencer Hutchings was the only one who called back. And this was after my wife and I were furious and upset over the phone. Why did it have to come to this? We have wasted hours of our lives to this fraudulent company.

Nothing indicates in writing that military orders needs to be submitted in order to cancel but I did submit my orders anyway. Nothing indicates that Vivint needs some form of document stating the military member is living "on-base." Official military orders should suffice. All their so-called policies are all verbal and BS and all they policies vary from employee-to-employee or should I say "pawn." I've made a BBB complaint and just finished another complaint to the Federal Trade Commission. I will do everything in my power to cut all ties to this terrible, fraudulent company. I will also try to warn others of Vivint, especially to my brothers and sisters serving in the Armed Forces.

Military, civilian...whoever, NO ONE should be experiencing what we and so many other are experiencing. Any updates to those who did file a complaint via BBB or FTC? Myself and many others would love to know!