• Report: #938262
Complaint Review:


  • Submitted: Fri, September 07, 2012
  • Updated: Mon, January 11, 2016

  • Reported By: P***** OFF AT VIVINT — Northern California United States of America
4931 North 300 West PROVO, Utah United States of America

VIVINT previously APX CAN'T CANCEL - if you write, you must call - if you call, you must write PROVO, Utah


*Author of original report: BBB HELPED

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Canceled VIVINT service when contract expired - now being harassed with phone calls and threatened with $545 bill going to collections.

June 2009 - signed 39 month contract with APX alarm which evolved into VIVINT - contract specifies to cancel in writing with 30 day notice otherwise contract becomes month to month - these words are important to the crux of the matter and are written in BOLD type on the front of the contract near the middle. I received a letter from APX stating renewal date of Sept 2, 2012. Sometime in June VIVINT called to upgrade my equipment and I advised them I would be terminating in Sept. The lady said to make sure I advised in writing 30 days in advance.

July 2012 - sent certified return receipt letter to VIVINT stating "on or about Sept 1 my contract will be fulfilled - do NOT renew my contract - do NOT extend my contract - do NOT automatically charge my credit card - you are NOT authorized to charge my card after Aug 1, 2012 - on or about sept 1, 2012 cancel my service."

July 30, 2012 - return receipt received from VIVINT acknowledging receipt of my letter - name was clearly written and signed.

Aug 2, 2012 - Instructed my credit card company to NOT permit any additional charges from VIVINT after the scheduled Aug 1, 2012 payment which was made without any problems - that was my 39th payment.

Aug 31, 2012 - switchedd service to The Monitoring Center - VIVINT phone number was removed from the security system - system was reprogrammed.

Sept 4-6, 2012 - Phone calls from VIVINT started about why my credit card no longer worked - remember, they were instructed that they no longer were authorized to charge my credit card - I advised then that I was no longer a customer and had advised them in writing as required - was told that was inadequate and I had to contact the cancelation department - was transferred, put on hold and disconnected after 5 minutes. Two calls.

Sept 7, 2012 - received third call from vivint - you owe us $42 and your credit card doesn't work - advised I was no longer a customer - lady became quite nasty and immediately stated with you now owe us $545 and its going to collections - less than a week after my contract expired, they already were threatening me - she insisted I was still a customer and being monitored by them until 2013 - remember the month to month phrase, no extension for a year, no provision to owe $545 if I'm still a customer and being monitored. After the phone call I tested my system and my new alarm company said all is well and the alarm call went to them, NOT VIVINT.

My equipment was reprogramed and vivint is no longer my alarm company. A cursory google search provides numerous complains against vivint - I even found one EXACTLY like mine from July 2012. I have copies of my cancellation letter, certified mail receipt return receipt requested and the return receipt dated July 30, 2012. It seems that YOU CAN'T CANCEL - if you call they want it in writing and if you write then want you to call. Their internal problems with cancellations are not my problem - I jumped through all the hoops and want this to end NOW. I was a faithful customer for 39 months with all payments on time and no problems with them until NOW. 

Fortunately I learned of these cancellation problems in advance and made sure they couldn't charge my credit card, otherwise I'd be fighting them to get the charges reversed instead of them trying to get more money from me.

This report was posted on Ripoff Report on 09/07/2012 10:02 PM and is a permanent record located here: http://www.ripoffreport.com/reports/vivint/provo-utah-84604/vivint-previously-apx-cant-cancel-if-you-write-you-must-call-if-you-call-you-must-w-938262. 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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#1 Author of original report



9-7-2012 Filed complaint with UTAH BBB about VIVINT.
9-25-2012 VIVINT sent letter to BBB admitting they had received my cancellation on time and would cancel my account. 
9-28-2012 BBB notified me of VIVINT response.

Hopefully, the account is closed and my credit hasn't been damaged - remains to be seen. 

For now - THANK YOU BBB.
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