Vivint does not stand behind their word to military member

Untitled drawingNote: Be sure to share and get the word out!

When we moved to Juneau in 2011 we went looking for an alarm company that would be good for us as a military family for the simple fact that we move a lot and didn’t want to be tied down to a contract if we had to move. We thought we found just that with the Vivint alarm company, however, we were wrong.

One of our criteria for an alarm company was that we’d be able to get out of the contract if we moved at the behest of the service (the Coast Guard in this case). We signed a contract for 36-months with the understanding (as told to us by the Vivint verified installer and the customer rep when we signed up) that we’d be able to cancel our service if we got orders to leave and without penalty. The answers was “of course” for both of these people, just “send us a copy of such orders and you’re done.” We didn’t think much of it as we’ve dealt with “military clauses” several times in the past; only having to show our transfer orders and we’re done with payments and out of any such contracts.

All was good until a month ago when I went to actually cancel our alarm service. We received orders to Virginia and will be leaving Alaska next month. I called on 11 April 2014 to cancel our service and was told that I’d qualify for a “special cancellation” if I just sent in a request to cancel with my customer number and a copy of my orders- that’s it. I did that and received an email confirming they’d received the request. I called today, a month later, to verify the service would be canceled. And guess what, it wouldn’t be.

Now to qualify for the “special cancellation” I was to get a letter from the base housing office or landlord stating that I couldn’t get the service installed in the new home thus letting me out of my contract. So now my request to cancel and a copy of my orders would no longer suffice. When I called the representative out on it he said he could “do me a favor” and put the billing on hold until such time I could find a place to live and potentially have the service installed there. I was told I could cancel if I had orders to transfer; not once, or twice, but three times. When we asked why different people are giving different answers Nathan, the customer rep, simply stated that “[Vivint] dropped the ball.” I do have such orders. I submitted them as requested, but now they’re trying to milk me for all they can. This is anti-military and against their own employees words.

To those looking for an alarm company, military service members or not, stay away from Vivint.

To close: Vivint, I will never recommend your company to anyone, especially military families, for an alarm company. Your idea of a military clause is aimed to get as much money out of people as possible by continuing to add more “hoops” to jump through for canceling and frankly it’s disgusting. You may not care that people serving in the military are your customers but we, as a whole, sacrifice our lives, time, and family life to allow your company to safely operate in this nation. If you’re not going to back the words of your employees and instead offer a ‘bait-n-switch’ move to get more money out of those who serve, well then, shame on you. Your service is not worthy of a positive recommendation. Oh, and we of course, have yet to receive the email that your customer rep said was sent regarding the cancellation we had to pay for (it’s been three hours now).

Also, I’m not the first person this has happened to. Almost the exact deceptive line of “just send in your orders…”

15 thoughts on “Vivint does not stand behind their word to military member

  1. Stay away from Trio Alarm in Virginia! We had the same thing happened to us and are now getting help through the Attorney General’s office

  2. So you are upset because you signed a service agreement, and moved to an area where Vivint was still able to provide said service? Its not like you moved out of the country (Which is common when people get orders) where they were not able to provide their end of the service agreement.

    If I sign a cell phone contract and move from one state to another where service is still provided they are not just going to agree to cancel my agreement.

    1. Mr. Bob,
      No, I was upset with the fact that I was told I would be able to exit my contract if I received orders out of my current duty station to one that was out of state. However, that was not the case. Instead, their rule is that you have to get transferred out of the country- a fact that was not elaborated upon when a contract was signed.

      Thanks for visiting.

      1. Let me preface by saying thank you for your military service. My gratitude is multiplied by my peers and colleagues, and your service is not under-appreciated by me. That being said, have you considered the possibility that everyone you spoke with before signing the agreement had the misconception that “military orders” actually meant orders outside the States? I’ve worked for Vivint for years and several of us had the same misconception for a while until someone corrected us, and we made adjustments accordingly. It is unfortunate that your situation turned out to be a step further than what I’ve personally seen or heard of, but that doesn’t really justify the rhetoric.

        Likewise, as Billy Bob pointed out, you did sign a legally-binding agreement stating that moving somewhere where the service was available was not a valid exception to break the agreement. My first question would be, why didn’t you read it before signing it, and my second question would be, why would you need a security system in Alaska, but not in Virginia, which has staggeringly higher rates of violent crimes? My impression is that you decided you just didn’t want the security system anymore and, instead of admitting that you should read contracts before signing them, it was just easier to be angry and blog about how the company took advantage of you.

        Again, don’t think I’m trying to attack you as you have so easily done to Vivint, which did nothing wrong but expect you to uphold a legal contract that you signed. It just frustrates me to see people attack a company that does a very good job at what they do, just because the people didn’t read what they agreed to before they gave the company their legal word that they agreed to the terms. Especially when it sounds like a simple misunderstanding between you and the reps, and not a lie or scheme.

  3. The problem with Vivint and most other alarm companies is that they hire a lot of college aged kids to go out and knock doors during the summer which then leaves the customer and the company vulnerable to situations like this. Vivint has a very good move policy where they will give you a completely new system in your new home so that you can use the old system to increase the value of your old home as you sell it. Its just that you can’t expect some kid working for the summer to know the intricacies of contract law and military housing policies. I spent 4 years Active Duty in the Army and I still don’t get the majority of it. The great thing about these summer sales companies is also the worst thing about them; Just like the Military they will hire just about anyone and give them a chance to make something of their life. And just like the Military the majority of the people they hire are good upstanding people, but sadly the occasional dirtbag gets through and makes someone like yourself unhappy.

    If you look at the abc article that Rive posted above you can see that the Vivint Corporate office actually cancelled the contracts as soon as they were made aware of the reality of the situation. It is unreasonable to expect any organization to simply just drop a contract because the other party in the contract says that they want out. Have you ever seen anyone in the military try to get out of their contract with Uncle Sam simply because basic training was a little tougher than they thought it would be? It never goes well for the individual soldier, does it? Vivint, unlike most summer sales companies has its own monitoring capabilities which means that they need to guarantee all the dispatch operators who monitor all the alarm systems in people’s homes nationwide that they are going to get paid every payday. Can you imagine how effective our Military would be if the Soldiers, Marines, Airmen, and Sailors didn’t know for sure if they were going to get paid the next month? You would have a lot of people in uniform actively looking for new jobs and not actively protecting America. Vivint is the same way. They have to use a contract subscription to guarantee that they can pay their workers and the entire reason contracts exist is to keep one party from just deciding not to fulfill their end of the agreement whenever they feel like it.

    It sucks that the rep you spoke with didn’t know the intricacies and future of your unique personal situation, but you should have actually checked with the corporate office before relying on the smiling nod of a door to door salesman. Vivint didn’t actually do anything wrong or illegal in your case. They just didn’t respond as easily as you wish they would have. It sucks that the rep didn’t know the full story but that’s sadly the nature of this industry. I have worked for one of Vivint’s competitors in the past after leaving the Army and it reminded me a lot of the military only instead of sending a bunch of young kids out with guns and explosives to Iraqi neighborhoods they are sending a bunch of young kids out with clipboards and sales contracts to American neighborhoods, fortunately with less destructive results. Ultimately though you should always read your contract and then call the corporate office to get clarification on personal concerns rather than take the word of the guy hoping to get a commission off of you so he can go back to chasing tail at the local community college in the fall.

    Check your safety, watch your lane, and police your sh!t brother, the buck ultimately stops with you.

  4. Oh and the panel that has been compromised is not being used by Vivint anymore. They are already using a newer panel design and will probably change to an even newer design in the next 2 to 3 years. It is still an issue for the customers who currently have an old Go! panel in their home but I believe vivint will upgrade customers to new panels if they call in and request it no problem. That is the general policy for these summer sales companies. from what I have seen the summer sales companies are always on the cutting edge of alarm technology usually several years ahead of the big companies like ADT, Brinks and Xfinity that rely on their established name and customer base and not as much on the quality of the product they sell.

Leave a Reply