- Report: #890176
Report - Rebuttal - Arbitrate
Complaint Review: Vivint
Vivint4931 NORTH 300 WEST, PROVO, UT 84604 Killeen, Texas United States of America
VIVINT APX home security systems Military Beware of VIVINT! Locks you in 4 year contract Killeen, Texas
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If you are military beware of Vivint home security, they will thank you for your service but kick you in the**** if you need to cancel. The contract only mentions cancellation procedures initiated by VIVINT. They do NOT have a military clause!!!!
After over 2 years of service with VIVINT (formerly known as APX alarms) we received military orders to relocate, so we called customer service to request cancellation of services. We were informed that we needed to submit a copy of our military orders and a written and signed request for cancellation, and services would be cancelled as of the date on the orders. We submitted the information via e-mail but when we followed up 5 days later they claimed they had not received any of the documentation. We sent the information a second time to 2 different e-mails and were told we had to wait atleast 2 days for the information to post to our account. On the third day we called back to verify that the documents were received and that the cancellation was in progress only to be told that they only received 1 of the documents. At that time we submitted the "missing" document to the customer service representative that was with us on the phone so that she could confirm receipt of the document and she did.
After 2 weeks of going back and forth with customer service and the account resolution department we believed services would be cancelled as of the date on the military orders, instead later that day we received a voice mail from someone named Andrew stating that in order for us to cancel our services now we had to provide something stating that we were living in housing or an apartment that did not allow the installation of security services. The problem is that we are currently living in a hotel until further notice and can NOT provide that. When we tried to call Andrew back to the number and extension he provided on the voicemail,within 30 minutes of his message, he had left for the holiday weekend so we had to wait until the following Tuesday. We were informed over the phone that that their were no managers in the office and no one other than Andrew could help us.
On Tuesday when we spoke to Andrew and inquired about their military clause Andrew told us that they do not have a military clause and that this request for us to provide additional documentation was simply a courtesy to us.
We had VIVINT for a bit over 2 years, never had a late or missed payment, and had no problems with them until this. It is truly a dissappointment that this is how they choose to treat the military. We have never had a business NOT honor military orders for relocation.
This is how they truly thank us for our service!!!
This report was posted on Ripoff Report on 05/29/2012 06:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/Vivint/Killeen-Texas-76549/VIVINT-APX-home-security-systems-Military-Beware-of-VIVINT-Locks-you-in-4-year-contract-890176. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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