Vivint Home Security Review: I told the representative that I no longer own the house
I was a customer of Apex Alarm , I signed a 5 year contract for a security system for a house I owned in Vancouver, WA. I have since moved and no longer own this house. I continued to pay for the alarm system even though I didn’t live in the house to honor the contract. In Dec. of 2011, a representative from Vivint Home Security contacted me and said that they now are my alarm company. I told the representative that I no longer own the house and I would like to close my account.
She told me the amount to buy out the contract and after I paid with a credit card over the phone she said that she would close the account. She also told me that I should probably fax a letter stating that I would like to close my account so that in case they don’t process the cancellation, I wouldn’t get charged for more months. It is now June of 2012 and I was contacted by Vivint stating that my account is past due. I explained that I had closed my account back in December of 2011. The new representative told me that the account was still active and that it was required that I send a letter in to close my account. I tried to explain that I was not told that I had to send it in and that I was told that I should send it in.
After getting transferred to several representatives I talked to a Accounts Manager named Josh Willis. He explained to me that this is their policy and since it is 27 day until the account is renewed for another year and their policy is you have to notify them by 30 days that the account would automatically be renewed for 1 more year. I told him that I wasn’t told I had to send the letter in and that it was very convenient that they contacted me when it was too late to cancel and if this is the way Vivint screws over their clients, he said yes.
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