Kick Vivint to the Curb and Switch Your Monitoring
If you need help with your panel, sensors, gear, or monitoring options, be sure to visit the DIY Forums.
Both the Sky Panel, and the GoControl panel use 2GIG sensors and gear, and both were originally designed and developed by 2GIG. Both panels use the same Installer code (2203), and User 8 code (2580), but only the GoControl can be unlocked, firmware updated to OEM, taken over and monitored by someone else (average cost for monitoring/home automation is around $27/month, no contract).
Typically, to unlock, update and takeover monitoring of a Vivint GoControl (GC2) the process involves updating the panel with a $25 2GIG firmware update cable (2GIG-UPCBL2), and freely downloadable firmware, (if current firmware on panel is below *1.9.6 which is the minimum required for **3G modules), and then by replacing the cell module (average 3G Verizon module cost is like $80), or by obtaining a Broadband/WIFI GoBridge ($80, and requires firmware 1.10 or higher). Finally once backend service is established, the panel is then reprovisioned, and can be remotely reset for Q44 (reset to 0) which provides Programming menu and installer access.
* Current panel and ts1 firmware for the 2GIG GoControl panel as of this moment is 1.17 (Feb, 2017), but since Vivint panels typically run older, outdated firmware, updates should be incremently installed to prevent bricking of the panel/ts1 (e.g., I.9.6, 1.10.1, 1.12, 1.13, 1.14.01, 1.16).
** As of 2017 4G LTE modules are available, and require firmware 1.17 (or higher).
You can check your firmware version like so: security>menu>toolbox>master code>click right arrow>version>firmware version.
Note: Free, up-to-date firmware can be downloaded HERE.
The GoControl panel can then be monitored via telephone (POTS) as a conventional system, or via cellular/WIFI with the following backend services: Alarm.com (ADC); **Telguard; **Uplink; *Securenet; *iControl One.
* added in 1.16 (alarm.com, Securenet, iControl One)
** removed in 1.16 (1.14.01 supported alarm.com, Telguard, Uplink)
You can though, reset a Sky panel, unlock it, and gain installer and programming access by opening the panel, and holding in the panel tamper button. Then you need to immediately disable the installer lockout. But because of the proprietary cell module/WIFI, and panel firmware, it cannot be readily taken over and monitored by someone else. You can though, continue to use the Sky as a local alarm, surveillance, and automation system, and install your own gear to it, (or you can replace the Sky with either the GoControl, or the third generation 2GIG GC3 panel, get it monitored, and reuse all the existing sensors, and most of the gear).
How to get out of a Vivint contract
Vivint contracts have automatic renewal clauses, and they are notoriously difficult to get out of (be especially wary of telephone verbal contract extensions!). Even those who successfully manage to cancel, still end up getting billed and sent to collections.
This company has a bad history and is notorious for improperly billing (even those customers still under contract).
You can fight back.
Even if there are no illegalities in your contract, you can still get your contract canceled, then settle the amount owed for less than half... read on for step-by-step instructions on how to file complaints against and cancel their services
Vitiate: To impair or make void; to destroy or annul, either completely or partially, the force and effect of an act or instrument.
A contract can be vitiated if there are any illegalities within it, if it is unsigned, if there are any errors, if it has been signed under duress, or is misrepresentative in any way, shape, or form.
What are the vitiating factors in a contract?
- Undue Influence
Vitiating Factors That Void a Contractual Obligation/Agreement:
- If during sales presentations, Vivint says that contract can be cancelled at any time and without penalty, or that there is a 'military cancellation clause' that allows you to cancel at any time, without penalty, if you move or are deployed. (In fact, you are obligated to pay for unused portion of the service contract.)
- If your contract happened through a telephone solicitor, and Vivint is not registered as a telephone solicitor in your state.
- If your contract agreement fails to include all disclosures required by the FCCPA (e.g. amount financed, finance charge, annual percentage rate, payment schedule, total of payments, total sales price, prepayment, late payment, security interest, contract reference, and itemization of amount financed).
- If Vivint misrepresents that the offer for free installation of alarm equipment was "a limited time offer that needed to be taken advantage of immediately" or misrepresents that "there were increased incidents of crime in the area" where Vivint attempted to solicit business; or in a face-to-face transaction misrepresents that they are "conducting a special sales promotion, a special offer limited to a few persons" or "authorized to place the offered goods or services in a limited number of homes," unless the representation is true and Vivint concurrently discloses to you the specific basis on which the representation is made.
- If Vivint fails in a face-to-face transaction to disclose in writing— before you enter into any purchase contract and before it takes any credit card number or accepts any payment from you— any important detail (e.g. the nature and quantity of consumer goods or services included in the sale, the total cost to purchase and receive the consumer goods or services, all material terms and conditions affecting the sale, a receipt or use of the consumer goods or services including credit terms, if any, the name, their mailing address and telephone number, their policy related to refunds, cancellations, exchanges, or repurchases, if they have a policy that prevents or substantially limits refunds, cancellations, exchanges, or repurchases, and if it makes any other claim or representation regarding refunds, cancellations, exchanges, or repurchases).
- If your area has private emergency response personnel with whom Vivint enters into a separate contract for response to alarm notifications (some jurisdictions require this), and fails to disclose this, or if they fail to disclose to you that you will be charged a fee for the response of the private emergency response personnel in the event of alarm notification.
- If Vivint failed to disclose material terms with respect to cancellation.
- If they misrepresent the cost of the goods or services offered or promoted by them, or fail to disclose material costs payable by you (the consumer), e.g., Vivint asserts that equipment is "FREE" with $99 installation fee, and that the agreed-upon (auto-renewing) contract is for a term of monitoring services of that equipment, then later states you owe for the cost of said equipment.
- If via a telephone contract renewal, Vivint fails to honor or follow through upon any agreed upon material terms. (For example, an agreement for monitoring at a lower monthly rate or for additional "free" equipment when additional equipment is not provided/installed, or monthly the fee/length of new contract in effect is not what was agreed upon.)
- Breach: If Vivint is not providing the services and monitoring as contractually agreed. (If say you make them aware, or they are already aware, that the system is not operating properly, or that the panel is not communicating, and they fail to remedy it. For example, if the contract term length is for monitoring and the panel/system is not being actively monitored, yet you are still billed for the monitoring services that they are aware are not being provided, this is breach of contract)
Summary: The Vivint contract/agreement is legally null and void If Vivint misrepresents that the offer for free installation of alarm equipment was a limited time offer that needs to be taken advantage of immediately (If this is not true), misrepresents emergency personnel response fees, misrepresents material or cost of security equipment, misrepresents that consumers can cancel anytime without penalty (when in fact they are obligated to pay for the unused portion of service contract), misrepresents any other material terms regarding cancellation, fails to make credit disclosures "clearly and conspicuously before transaction is consummated" as required by the Federal Consumer Credit Protection Act 15 U.S.C. section 1604, or fails to honor any contractual material terms as agreed upon.
Was your contract misrepresentative in any way, shape, or form?
If so, that's illegal and you can file a complaint with the Federal Trade Commission (FTC).
You should also file a consumer complaint with the attorney general of your state via online form (Google your state's attorney general, i.e., "MD attorney general," to get their address.)
Filing a complaint for Improper, unauthorized, or deceptive practices
Is Vivint improperly billing you, taking unauthorized payments, or engaging in deceptive/abusive practices? File a complaint against them.
The CFPB (US Federal Consumer Financial Protection Bureau) has the power to regulate debt collectors and other organizations that have any connection to consumer financial products or services, as well as those who engage in unfair billing practices. It has the authority to make rules and interpret the existing rules associated with any major federal statutes that affect the collection industry, including the Fair Credit Reporting Act (FCRA), the Fair Debt Collection Practices Act (FDCPA), and the Fair Credit Billing Act (FCBA). The CFPB also ensures that debt collectors and other service providers do not violate federal consumer protection laws or engage in any unfair, deceptive, or abusive practices (for example, attempting to bill/collect on a canceled Vivint account, double-billing, billing the wrong amount, charging for goods/services not provided, attempts to automatically withdraw funds where ACH authorization has been revoked, etc).
The CFPB also will receive any complaints you may have and, where appropriate, will direct debt collectors and other covered persons to respond to it regarding the status of the complaint. For more information about this new government agency, visit the CFPB website or submit a complaint.
Vivint is currently not accredited with the Better Business Bureau (BBB). A visit to their site to see their review of this company might be informative, and it's a good idea to file a complaint at the BBB, as well.
Are you military?
Have you been mislead about Vivint cancellation? A contract that you entered into under pretenses that was misleading in any way, shape, or form is illegal and can be vitiated (voided/canceled). Here is their military policy.
Steps for cancelation
For those who find themselves trapped, or locked unhappily into a Vivint contract, there are a few recourses available, and there is a way to get out of the never-ending contract. Please note that this should be done as a last resort, after you have exhausted all other remedies/recourses, because there are consequences: your credit may take a small ding as a result. If you are willing to accept that consequence to be free of Vivint, then read on.
Here Is How to Do It (5 Steps to Get Your Vivint Account Canceled):
First, per the contract, you must cancel in writing. Download Notice of Cancellation (NOC) Letter here: NOC Document. Change the areas in red to your info, then send it certified mail, with delivery confirmation/return receipt. (Having a record of this cancellation, and the receipt of its delivery, may save you from paying hundreds, if not thousands, of dollars later on, and may even give you grounds to sue Vivint if they disregard it.)
Note: You MUST also send a copy of the ACH Revocation (the NOC Document) to your financial institution (i.e., the bank for the credit card/account you provided to Vivint) if you want to prevent them from taking unauthorized funds from your account (they will try, and if they do your financial institution needs the letter to permanently decline the ACH transaction). This also allows you to dispute and reverse any transaction that may occur. This is a very important step- do not skip it.
In the copy you send to your financial institution, attach a seperate signed cover letter with the NOC document titled "Notice to stop all payments to Vivint/APX Group Holdings" which includes your bank /credit card account number that Vivint draws funds from. This is required under federal law to allow your financial institution to permanently refuse payments to Vivint if/when they attempt to pull funds.
Send it notarized/certified mail/delivery confirmation to Vivint:
4931 North 300 West
Provo, UT 84604
Email scanned copy to: firstname.lastname@example.org (subject: Notice of Cancellation)
Fax copy to: 801-377-4116 (Attention Cancellations Dept)
Send a copy of NOC letter and Complaints:
One Utah Center, Thirteenth Floor
Attention: Nathan Wilcox
201 South Main Street
Salt Lake City, Utah 8411
and/or fax NOC letter AND Complaints against Vivint to:
801-521-6280 (attention: Nathan Wilcox)
Fax copy to: 801-377-4116 (Attention Dept 160-Legal)
Contact Info for offices of Vivint's attorneys:
email@example.com (atten: Nathan Wilcox, Vivint General Counsel)
Also file a complaint with the Utah Better Business Bureau (BBB). Bring as much pressure to bear as you can. Do this in conjunction with the FTC and if applicable, CFPB complaints (see beginning of article).
The goal is to get Vivint to cancel the contract themselves, then settle the amount actually owed for less than half (if any amount is actually really owed at all), or get them to simply cut you loose, while all the while protecting your consumer rights.
If even those who successfully cancel still end up getting billed and going to collections, they then must dispute it under the FDCPA.
Optional (this is just to stop the annoying calls):
Create a free 'throw away' phone number and change your Vivint and alarm.com contact/home number to this (you will need to call their data entry to facilitate the number change). Because they will call you every day via auto dialer, sometimes every couple hours, you want them to call this number, which you will then block their numbers on so when they call, they'll get a "this number is no longer in service" message. Otherwise, they will harass you with the constant calling/auto dialer calls. If they manage to call via another unblocked number, merely hang up (do not engage in conversation with them!), and block this number also. They will call any number on your account, so remove them all except the Google voice number which you have setup as an intercept.
Create a free Google voice number: It is best to create a separate gmail account for Google Voice, then enter the following numbers in it, and click 'block' (if necessary, call the number, then go back to it, and block it under the voicemail settings of google voice).
Cancel your credit card or report it lost. You must stop the flow of money. Or, alternatively, you can send a 'Revoke ACH Payment Authorization Letter' (to stop them from automatically taking funds).
Remove any stickers/signage for Vivint from your house. Under no circumstances talk to, mail, email, or communicate with Vivint. Do not give them access to your home. Anything you say, no matter how vague, can be used against you, and you may find you have unwittingly locked yourself into a binding, legally enforceable verbal contract.
Remove the panel's ability to communicate with Vivint (watch the video tutorial below). Remove screw at top, open panel, and find card with antenna cable connected to it. Pull this connector up, remove both screws from module, pull module straight up. If you see what looks like a telephone line/jack plugged into panel, unplug it.
You have just removed the cellular module, and/or disconnected the POTS module. You can now replace this if you like with another cellular module (costs around $80), and change your system over to another service provider/central station, or self monitor via alarm.com (average monthly, no contract cost is $14-$27). For step-by-step walkthrough on taking over, unlocking, and fully enabling the Vivint branded 2GIG panel, and switching monitoring, see the forums at suretydiy.com.
Wait approx 120 days for Vivint to cancel your agreement. Then, you will receive a letter to this effect, saying that your account has been turned over to a third party collection company. Every month you get a bill/letter from Vivint. Do not open it. Write "return to sender" on the front, and drop it back in outgoing mail. When you receive the correspondence/collection letter from the third party, DO NOT CALL THEM!, as this may restart the Statute of Limitations for the time they are legally allowed to collect on the debt. Make them validate the debt via postal mail, and prove you actually owe it. Never, ever engage a debt collector via the phone or email.
You have 30 days to mail the FDCPA validation letter. Under the Federal Debt Collection Practices Act, you are allowed to challenge the validity of a debt that a collection agency states you owe to them. (Never admit the debt is yours, even if the debt is valid. Make them validate it. If they screw up, you may be able to get out of it, and render it non-collectable.)
Use this letter to make the agency verify that the debt is actually yours and owed by you. Keep a copy for your files and send the letter certified mail.
All the below Form letters can be downloaded here (zip file), (including the 'Revoke ACH payments authorization').
Step 1. Send debt validation letter
Step 2. If they do not provide the required info as requested in the validation letter, then send a notice of insufficent validation. See this for minimum debt validation requirements.
Step 3. If they fail to properly validate the debt (or don't respond at all to the validation letter), then send failure to validate debt letter.
Step 4. (Optional) Send a cease communication letter (to stop the harassing collections calls/communications).
Once they fail to validate the debt, they must, under Federal Law, cease all collection attempts and remove all references to the debt, and you are no longer liable for that debt, and the debt becomes uncollectable. If they don't, or if they fail to abide by the cease communication, or if after you revoke ACH payment authorization they pull funds, you can sue (and win).
See letters for federal law references. An actionable violation of the FDCPA is $1,000, or so, and you can tack on actual damages, and punative damages (physical and emotional distress, etc.) as well as any attorney fees. There are tons of attorneys who will take cases against debt collectors for unfair debt collections as it is easy money. So make sure you have a paper trail, certified mail receipts, delivery confirmation, copies of any letters you have sent, and any you have received. Recordings of any calls received (you can record incoming calls with Google Voice, otherwise screen your calls and let them go to answering machine/voicemail).
If they can validate the debt, and the debt is in fact owed by you (this is where your proof of cancellation letter may come into play), then in writing (never talk to them over the phone unless you are recording it), offer to settle for 40-50% of what they claim is owed. This is standard settlement. Sometimes you can go as low as 30%, depending on circumstances.
Final step: Send in a Debt Settlement Confirmation Letter.
You are now free of the Vivint machine. Congratulations!
How to remove/change out the GC2 cellular module
Background and cases against Vivint/APX
Vivint is part of APX Group Holdings, which Blackstone holds a controlling interest of.
- Two class actions have recently been certified against Vivint for TCPA violations (and in Benzion, Vivint has offered a settlement for $6 million):
- Christopher Johansen v. Vivint, Inc., Case No. 2012-CH-30597, in the U.S. District Court for the Northern District of Illinois.
- Benzion et al. v. Vivint Inc., case number 0:12-cv-61826, in the U.S. District Court for the Southern District of Florida (2013) Benzion v. Vivint Settlement.
- On September 16, 2014, the San Diego employment lawyers at Blumenthal, Nordrehaug & Bhowmik filed a class action Complaint against Vivint Solar, Inc. alleging that the solar company failed to fully pay their installation technicians and electrician helpers for their work performed under the California Labor Code.
- November 21, 2014: Pending securities class action against Vivint and the Blackstone Group (its controlling shareholder) in the Southern District of New York.
- Vivint's practices has resulted in investigations by at least fifteen states. See: State of Wisconsin v. Vivint Inc.
- On March 15, 2013, the Kansas Attorney General entered into a Settlement Agreement with Vivint, Inc. According to the terms of the Settlement Agreement, the company was accused of using a variety of deceptive practices while going door-to-door offering to install new home security systems or replace existing systems. The Attorney General's Office said the salesman failed to advise the consumers of their rights under the Kansas Consumer Protection Act and did not disclose all costs associated with switching alarm system providers.
- On April 26, 2013 the State of Ohio Attorney General's Office entered into an Assurance of Voluntary Compliance Settlement Agreement with Vivint, Inc. According to the terms of the Settlement Agreement, consumers filed complaints that the company made representations to consumers that its home security equipment was free, but failed to disclose the existence or amount of installation, activation, and monitoring fees associated with the system. Vivint's door-to-door sales representatives misrepresented the price of continued monthly monitoring fees, made representations that it was providing an upgrade to the consumer's current home security system, claimed that the consumer's current security system company was no longer in business or that Vivint was otherwise part of or authorized to continue monitoring the consumer's current home security system. Vivint routinely installed the home security systems on the same day the contracts were executed and within the three-day cancellation period and failed to orally inform consumers of their right to cancel the contract within three days or misrepresented the consumers' right to cancel by informing them they were signing the contract on a "trial basis" or that they had thirty days to cancel. As part of the Settlement, Vivint shall disclose to a consumer, prior to executing any contract if the consumer has a contract with another home security monitoring company, the consumer may have an ongoing obligation to that company; Vivint's contracts shall disclose the total amount of installation and activation fees, the monthly term of the contract, and the monthly service fee for all services provided; and Vivint shall refrain from continuously advertising and offering its home security system equipment as free as the price has become the regular price consumers are required to pay to avail themselves of the "free" goods.
- On June 3, 2013 the State of Nebraska Attorney General's Office entered into an Assurance of Voluntary Compliance with Vivint, Inc. According to the terms of the Agreement, Vivint, Inc. shall not make any misrepresentations and/or false or misleading statements, directly or by implication, which have the tendency or effect of deceiving or misleading consumers, including but not limited to the following: Consumer will receive free or discounted products or services if he/she agrees to place a sign in consumer's yard, or otherwise advertise for Vivint, when no free or discounted product or services are available; Consumer will receive a special of limited-time offer, when no special or limited-time offer will be given; Vivint, Inc. is affiliated with another company, when it is not; Vivint, Inc. would be/is upgrading a consumer's current security system, when in reality, it is not upgrading the consumer's security system; Consumer's current security company has gone out of business, is no longer providing security services or had merged with another entity, when it has not; Vivint's security systems are directed connected to local police or emergency personnel or home health care personnel, and/or police, emergency or home health care personnel will be directly notified without some form of prior verification, if any of these statements is not true; that there is criminal activity in the area, when such a statement is not true; and that a consumer will receive a discount on their home insurance premium rather than stating the consumer may receive such a discount.
- Wisconsin took legal action against the company in September 2012, for deceptive and misleading sales tactics. The judgment ordered Vivint Inc. to refund up to $148,000 and cancel almost $450,000 in consumer debt. The judgment requires Vivint to pay refunds to consumers who were misled about their ability to cancel their alarm service contracts, as well as consumers who were misled about false alarm charges. Vivint also will remove affected consumers from collections and the company will pay forfeitures and attorneys fees to the State as well as improve their disclosures to consumers about their services and charges, making it easier for consumers to cancel their contracts if they so desire.
- Arkansas fined Vivint/APX $40,850 for over 40 violations in 2009.
- On September 10, 2010 the State of Arkansas Attorney General's Office charged Vivint, Inc. with violating the Arkansas Deceptive Trade Practices Act. Vivint paid $125,000 for the costs of the investigation and prosecution of the complaint.
- In 2008 and 2009, Vivint paid a total of $65,850 in Arkansas using improperly licensed workers.
- The states of Washington, Louisiana, South Carolina, Minnesota and Tennessee have all fined Vivint/APX for violating state licensing codes.
- In Washington, police cited Vivint/APX seven times in 2008 and 2009 for having unlicensed workers install alarms.
- Louisiana also fined Vivint for violating a Cease and Desist Order, and engaging in false, misleading, or deceptive practices.
- State and local prosecutors in California, and Oregon have also charged Vivint with engaging in deceptive trade practices, misleading customers, and engaging in improper collections tactics. To settle these charges, Vivint has entered into consent agreements. Vivint paid $425,000 in fines in California.
- Oregon fined Vivint/APX $60,000 for "targeting elderly Oregonians with misleading and high-pressure sales tactics".
Vivint techs are not HVAC certified or licensed in most cases, and thus may not be qualified to install/wire thermostats, yet they do it anyway, and as a result there are many online consumer reports of tstats that are inoperable or improperly functioning for many customers.
Word of warning- verify that your Vivint tech holds a valid HVAC license prior to letting them touch your HVAC/thermostat unit!
Costly repair bills (say for a reversing valve that is improperly wired that causes the system to go into cooling mode in the dead of winter) are on the customer. Vivint is quick to point to the contract terms which state you agree that they are not liable for more than 12x the monthly fee, or a $1,000 (whichever is less), even if the loss is due to improper installation. Not to mention that the 10 year warranty from manufacturer is now almost certainly voided on your HVAC system.
March 19, 2014
"I had some problems with my furnace this winter. When HVAC examined it, it was noted that Vivint had hooked it up wrong. So for over 6 months I had been paying sky high electric bills and my heat pump was overworking, potentially causing damage. I discussed this issue with Vivint, as I was very upset. The initial guy I talked to essentially [said] "well that sucks," [and] [o]ffered nothing to try to make things right..." Source
When a customer requests service to resolve many installation related/other issues, the wait time may range in the weeks and include a hefty "service" fee.
May 5, 2014
"Have had no system since Friday of last week and all I get is the support team telling me lies. We will email you with a time get your system fixed and guess what. ... No email ... Today they tell me they will call me and make it a priority and guess what... NO CALL!!! Talk with support again tonight and guess what....They are all off work at this time." Source
Vivint/APX has had approx 10,000 complaints filed against them on various major consumer complaint sites within the last six years or so; over 3,500 complaints have been filed against it with the Better Business Bureau and consumer reviews and complaints on the Consumer Affairs website, where the number of complaints against Vivint/APX may well exceed 50,000.
A number of states have taken legal action against Vivint/APX for engaging in "fraud, misleading sales tactics, misrepresentation, and improper collections practices" The amount of complaints filed with various State's office of the Attorney General is unknown, but the numbers must have been significant enough for the States to initate actions against Vivint.
Customer complaints are one thing, but when you have in excess of ten different state governments coming down on you for various violations of consumer rights laws, then that should serve as a wake up call that something is very, very wrong.
Alternatives to Vivint
Vivint (like a myriad of others) is/was essentially just a dealer/provider for alarm.com (ADC) and 2GIG. This also means that nearly all the equipment is the same across the board for all providers/dealers (e.g., 2GIG sensors, GoControl panel, ADC cameras), so...
- You can easily switch to someone else for a fraction of the monthly fees charged by Vivint
- Or go DIY monitoring/self monitoring with no monthly contract at all (like a pre-pay cellular plan).
With the Sky panel, Vivint has moved to more exclusively proprietary gear and equipment, but for now the (2GIG) sensors used are still the same, which means you can switch out the panel, and still keep all the door/window sensors, motions, leak detectors, garage door sensors, zwave locks, etc installed.
Note: Vivint locks its customers into long-term auto-renewing contracts and charges them over $70/month for services (home automation, cameras, central station monitoring, etc.). For the same (if not better) services, you can go elsewhere and spend $20 - $32 month-to-month, with no contract... do the math.
In my opinion, a better option is SuretyCAM/SuretyDIY. They are geared towards the 'do it yourself' crowd, and offer top tier tech support (whether you are a paying customer of theirs, or not) via their DIY Forums, they offer low cost monitoring options without requiring you to sacrifice anything. There are no contracts, or long term obligations. You can cancel anytime, and they don't care where you get your equipment, whether you get it in their DIY store or elsewhere.
People get systems to protect, and make life easier, for piece of mind. It shouldn't have to cost an arm or a leg. or ruin your credit in the process.
A company that is month to month, no contract will work hard to keep your business, because they know you can easily leave if you become dissatisfied.
Some low cost options for obtaining panels, gear, and sensors are ebay, amazon, suretydiy, and buy2gig.
Whose panel and equipment Is It, anyway?
When both Vivint and 2GIG were recently (and for a short while) owned by Blackstone, Blackstone gave to Vivint the 2GIG Go2.0 panel, which they used in the 'net zero' automated home (2GIG Go2.0 panel Is also commonly now referred to as the "Vivint Sky Panel"). Blackstone then sold 2GIG to Nortek/Linear. Linear was instrumental in the original development of the 2GIG Go!Control system. 2GIG has a new third generation Go3.0 panel out (the 2GIG GC3).
VIivint customers with the GoControl panel are not regularly (if at all) provided with OTA firmware updates. This provides critical/other bug fixes and gives you the newest functions/features available. For example, any panel with firmware below v1.9.4 is only able to use the now discontinued 2G GSM cellular modules, and when carrier supports ends shortly, they will discover they are paying for services that cannot be provided.
Vivint customers cannot readily obtain Image Sensors (second generation alarm.com camera enabled PIR motion detectors that do not require a video plan to use), zwave energy meters, or Geo Fence location services, or even the newer 2GIG DW40 bypass sensors. Vivint charges outrageous prices for remote interactive services/ monitoring (the average price for these same services elsewhere with interior/outdoor cameras, geo location, and image sensors is $27/month for CSAA Five Diamond, UL listed, IQ Certified central station monitoring, which includes zwave home automation, etc, and $5/month more gets you the video package with up to 5 cameras).
As for their central station monitoring, they actually use what was a wholly owned subsidiary of Protection One in St. Paul (which they purchased control of, and subsequently renamed). Vivint has another central station in Provo. Vivint lacks IQ Certification (as of 1/1/2014, but this may have changed).
It is recommended to seek the advice of an attorney or JAG. If you feel your Vivint contract is vitiated, or that your consumer rights, etc., have been infringed or violated, file complaints everywhere, contact your State Attorney General, submit formal complaints to the Government, in other words, make noise and lots of it, and don't stop. (note also that I am not an attorney, and information provided herein is as a public resource, and for reference only, and should not be construed as legal advice).
New 2GIG GC3 panel (successor to the Go2.0 aka 'Sky Panel')
This article is accurate and true to the best of the author’s knowledge. Content is for informational or entertainment purposes only and does not substitute for personal counsel or professional advice in business, financial, legal, or technical matters.
qassamdiab on September 30, 2018:
So I sent the emails first because it's a weekend day and first thing I receive back the next day is vivint saying to confirm my account with the passcode within 5 business days to validate the request. Should I respond?
KarenOlson91 on July 16, 2018:
Most of the comments I read are a few years old- is this still a recommended way of cancelling with Vivent? Thank you!
Angel Drake on May 05, 2018:
So the thing is is they say I signed a contract well and I asked them to provide the documentation where I supposedly signed this contract they sent me a fake forged signature on a contract I’ve never signed and now I’m trying to get in contact With somebody in vivid besides a representative that does not know anything and when you asked to speak to a person that’s in charge or someone ahead of them which would be their boss they don’t give you any buddy in pretty much you have no control over the situation
Tambo65 on March 23, 2018:
I have a problem with the system itself. The battery swelled up & I cannot get the cover off. My alarm went off in the middle of the night because of it. I could not get the cover off and the tech on the phone said I would need to schedule for a technician to come out and have to pay a small co payment. When I declined to pay a technician he said that was my only option. Can I get out of the contract with this problem? I see nothing in the contract with paying for visits if there are problems with the system that cannot be solved over the phone. Please let me know how I can get out of this. My contract expires 2020. thks
Anvill on September 12, 2017:
What do I do if they are guilty of 4 and 8 under "How to get out of vivint contract?"
How do I make it void?
Jeremy on November 14, 2016:
Here's how I got my service cancelled with Vivint. My original contract signed in June of 2011 says in the terms of Services section (clause 2.4): "The original term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term." On the back of the contract (clause 19) it states that: "The entire and only agreement between us is written in this agreement. It replaces any earlier oral or written understanding or agreements. It may only be changed by a written agreement signed by you (and if married, your spouse) and us. It may not be changed by any oral statements or representations made by our sales representative . . . You agree that we may save and store all contracts and other documents executed by you in an electronic media, and all such contracts and other documents shall be given the same force and effect as the paperform originals." I sent in my cancellation letter prior to the renewal term, but Vivint tried to tell me that I had verbally agreed to another 42 month contract over the phone. I listened to the "phone call" they had and no where in the call did I say that I wanted another 42 months of service. I asked how much the monthly price was and I said "yes". My argument centered around the fact that I had an original agreement with terms of service that was never changed by anything in writing by me and my wife. After a few phone calls they finally agreed to cancel "as a sign of goodwill".
guest on October 29, 2016:
Great information! We tried to do things the right way first: 1-tried to suspend the account for three months, they said sure no problem, all is taken care of - not! Money came out of our bank account two months in a row, the gentlemen we arranged this with never returned our calls or emails ...2-based on this information, we tried to cancel the account by complying with Vivint's rules for cancelling...never heard a word from them...3-again, based on this information, we did each step...we finally went ahead with filing a complaint with the UT BBB....we filed on a Friday, 10 days later we got a phone call from Vivint's legal team, and by the following Friday (two weeks after filing the complaint) our account was officially cancelled, no fees and our refund was in the bank!
Thank you for this helpful information! It really saved us!!
Oopsroi59 on October 22, 2016:
We had been trying to get out from underneath Vivint for a year and a half. Two years into our 4 year contract, they said that my husband agreed to another 4 years on the phone. Total BS!!!! All the horror stories are true, sneaky sales tactics, they lie and lie, and are relentless, and will not let you out without a big payout or a transfer to some other unsuspecting sap. I have nearly perfect credit, so wasn't about to ding it by stopping payment. These horrible people have no scruples, continuing to rob me of $60 per month. They told me they would lower my rate for another 4 year extension of my contract, WHAT????? After all of the fighting with them, I wrote a complaint to their local BBB and was let out of my contract within a week with no penalty. Unbelievable!! Anyway there are thousands of complaints that were resolved, this is the way OUT!!!!! By the way Vivint is not accredited by the BBB, junk ass company!
rive0108 (author) on September 08, 2016:
If you cannot stop the transactions with financial institution, then only recourse is to cancel the account/card that Vivint is drawing on.
VR on August 23, 2016:
What happens after you send the notice of cancellation and revocation of ACH authorization to Vivint through US Postal mail, fax and email and have confirmation vis email of its receipt via an automatic response and you have notified your bank, but after the first ACH withdrawal being stopped, Vivint continues to debit your bank account. They have now done it for 2 months. Is there a way I can show a federal statute to them informing them that they are doing unauthorized debits and they should cease and desist? Who should I contact to receive redress. Thanks.
Vivint Rocks on August 16, 2016:
Vivint is awesome and I love their service. Some people just cant handle high tech .
Amiee on August 11, 2016:
We are selling our home and moving to an apartment in a different state. Called vivnt to cancel contract and was told we could 1) take system with us. 2)get the new homeowners to take over contract or 3) pay out existing term 3 years.
Can I follow the steps you posted?? Also when we leave we will be closing the bank acct that the payment comes out of does this make a difference?
David on August 10, 2016:
Would not recommend vivint to anybody, long story but they will lie and put you off as long as they can.
guest on July 27, 2016:
all its way easier than this.... call and tell them you have changed jobs and are moving out of the country .... they ask for you to provide a letter from the job and voila done come get your shit vivint
rive0108 (author) on July 17, 2016:
@ sick to my stomach
You have a small window called a "right of rescission" that varies from jurisdiction to jurisdiction, but is at a minimum 72 hours.
See the above article for downloading the NOC letter (notice of cancellation), and make sure you also do the ACH revoke letter with the bank.
sick to my stomach on July 15, 2016:
So My Mom 85 and 92 year old aunt live together, this guy comes to the house and says her house is perfect and he is here for a couple of weeks working and here is a special, dont tell anyone, out the sign in the yard for 5 years! and have to do an interview, credit check, see if she qualifies. she does, so he says we can install today! i say no wait till next wednesday, meawhile I have to go and get my husband, he calls on my cell and says i got someone coming in 20 mins! and instead of the 198.00 one time charge it will be 98.00 and i will give your mom a month to think it over since she is older. so I say i will be back soon, get back and the other guy is there, the contract is signed. he leaves and my head is spinning. I look and say to my mom. eft? she says whats that? i said a voided check. your gonna eft this? she said he said he needed that for credit. I don't want eft. i call him and he says ,maybe she didn't understand. I said I dont want this check to go through I need another account and I also said you said she has 30days to decide, so were is it written cuz I just have 3 day cancellation form. he said write the 30 day day in on the bottom. Now the tech installing says my mom might have to get an alarm permit from our town? Im just sick over this its only been 5 hours can we get out of this now?
michael Green on July 14, 2016:
i am tired of this company send out fake paper to the people tell them they own them money when it is not true , they do this one time a month and they are not keeping good records on whatt hey sale now thank you hope other people will see this now i am the one that is pasting the words to others thank you .
Denise on July 07, 2016:
I too was a victim of misrepresentation through the "limited time offer," "only a few units offered in your area", "increased crime" spiel. We have been paying $78/month for almost 3 years. We just purchased a new home which has a full system built into the home at time of construction, so I don't want it switched out for a much poorer Vivint system. My question is, is there a minimum package Vivint carries that I could pay til contract is up, versus being charged 2K for contract buy-out (for $500 worth of equipment)? I don't really want to give them much info (i.e.: new home has system already). Should I just bite the bullet, do the NOC, Notify the CC company (I should mention I started with autopay from bank because they told me I had to, eventually changed method of payment to rewards CC - so they have bank info on original contract). Send NOC to bank AND CC company to stop any possible payments?
rive0108 (author) on July 07, 2016:
RE: Is there an email in which I can contact you so that you can give me additional help? I literally cursed out Vivint today. I'm so angry!!
I am sorry I am now just responding to you post. I do not get on here much anymore, and posts require manual approval.
I am active on https://suretydiy.com/forum/ , and you can find me there. Surety support is also phenomenal. Same goes for anyone else who needs help.
rive0108 (author) on July 07, 2016:
@richard c key; kmonto; Kathleen L. Kuo
You should realize this blog is not by vivint, I am not affliated with vivint, and I cannot cancel your service, remove the gear from your residence, etc.
As such, your posts have not been approved.
Barbara on June 20, 2016:
Very dissatisfied with the service. Alarm kept going off every 15 minutes due to low batteries and i called and was put on hold for 25 minutes. Said they would deactivate the alarm so I could sleep. In the morning it was going off again and I called and was put on hold for another 30 minutes and was told they would send a tech out but it was a weekend and I was sick of the beeping so I pulled the unit off the wall and cut the battery out as it would not stop beeping. So needless to say, I am fed up with Vivint.
kmonto on June 17, 2016:
You people are very dishonest!
FLR on June 12, 2016:
I live in Canada as well and I am feeling overwhelmed and was taken advantage of by this company. I just signed a 48 month contract 4 days ago, is there a way to get out of this contract asap or am I stuck for the 48 months, I have read on here about the 3 days to cancel and some other websites state 10 days? What do I need to do? any suggestions would be helpful
Kathleen L. Kuo on May 26, 2016:
Your company didn't live up to its hype. You didn't think anything about taking $63 every month from my checking account for almost two years. For six months I tried to change my Email address and password. Nothing ever happened until a salesman named Larry came to my house. That was a first item that sure didn't endear your company to me.
The second item is the alarm on my front door which went off around eleven pm. I immediately changed the batteries that did not do anything, so I do not have a front door alarm. I turned off the siren for the entire house. I do not have a siren for my entire villa.
I do not wish to have your company in my villa. Please remove everything from my residence as quickly as possible!!!!
Jim on May 14, 2016:
knew something was wrong within 24 hours of installation. Put a stop pay on account before the first charge went through, and mailed cancelation notice postmarked within the three day period I had. Since I work for the bank it was easy and no charge to freeze. I feel sorry for people get stuck with a bad contract. Called medtronics, told them what happened, and there going to reinstall my original equipment. I should have never tried to leave them in the first place, great service for years.
Robin on May 12, 2016:
Before we signed up, I always ask about cancellation and was told we could at any time. We decided to cut back on expenses and are even moving to lower our rent. When we called they said we were in a 60 month contract? I would never sign up for anything that long. They said we would have to pay $2000........ Really pissed off
cmos image sensor WASHINGTON on April 17, 2016:
I read your blog. That was fantastic. I like your blog. Thanks a lot.
marco on April 13, 2016:
my contact was up in dec and i have tried to get out every since but they tell me i have to sin aletter of cancelatoin.
Rochelle on April 06, 2016:
Is there an email in which I can contact you so that you can give me additional help? I literally cursed out Vivint today. I'm so angry!!
John on March 29, 2016:
Im gonna be moving in the next 2 days and just found out i have to pay a lot of money to cancel, will the steps above help cancel with minimum penalty?
Kyle on February 03, 2016:
My new wife signed up with Vivent last year and I just found out that we are locked in for another 4 years. What are my options to get out of this? We never use the service, we often trip the alarm when we set it which is very rare and the mobile app is not great at all. My wife was a single mom when she signed up for the service and based on the above im sure the sales person just took advantage of her. I really dont like these guys.
blog reader on December 28, 2015:
"2GIG has a new Go3.0 panel out (the 2GIG GC3), that just débuted at the ISC West in Vegas, and should be available by year end."
Still not out yet apparently. Long time to wait.
rive0108 (author) on November 20, 2015:
What you need to do depends on what panel you have. Go Control or Sky. Visit suretydiy.com/forum
CV on November 11, 2015:
We just purchased a house with this system in it and we don't want it. I called the company to tell them and they said that as long as I didn't give them any of my info that I don't have an account but the system is still working. The door locks are good but I can't change the code without an account Do I just unplug the monitor to get the system to stop working and if I do will the door locks stop working
JP on October 20, 2015:
I have had Vivint for about 16 months of what I think is a 42 month contract. Something or another has been out of service for at least 6 of those months. The entire system is off right now because I had to remove the power because the panel kept arming itself while we are in the house. Is there any way to get out of this contract?? Or am going to have to just suck it up and try and cancel when the contract is up? By the way I have no idea where my copy of the contract is. Absolutely worst company I have ever dealt with. Having read through all the horror stories I am absolutely terrified now. Thanks.
Stuckbyex on October 17, 2015:
My ex was to assume a Vivint contract with about 30 months left on the contract and took all of the equipment to his new place. After I noticed the monthly fee was still be charged to my debit card, I switched it to his and he asked me about it, was fine with it and was bragging about how they offered him some huge discounted price to keep the equipment. Fast forward 6 months and now I'm getting collection calls. Turns out he never paid the discounted price and he stopped auto-pay out of his account so now its past due. I called Vivint and they sent me a "removal of name" form to be signed by both parties. I'm skeptical about how seemingly easy it is for me to remove my name from the contract. Any one else have a similar experience?
Abigail on September 27, 2015:
My husband and i were fast talked into the system by door to door sales people. They said if we didn't sign today the price the offered wouldn't be available. they also said we HAD to sign up for auto bill pay. The system is glitchy and i have been watching my account- nothing has been pulled from my account and we have received no correspondence at all from the company. our contract (digital only with a messed up signature of my husbands) said we had three days after signing to cancel. the sales people in person said we could cancel at anytime with only minor penalty. our contract says that we would have to pay the full amount of the remaining contract (5 years). During the signing/install they seperated my husband and I, my husband inebriated at the time, had to answer questions of do you understand....? is this enough to get out of the contract with out owing the 5 years left? (buyers remorse to the fullest after reading all this.)
Helen on August 28, 2015:
Thank you for your help! I am free! I did not pay a dime and the collection people only send me one letter 6 months ago and have nothing from them no calls zero! Follow step by step rive0108 advice it works
rive0108 (author) on July 17, 2015:
Nope its legal. Verbal contract renewals do not require written documentation (difference between written and verbal contracts). They also have the recording to prove the verbal contract.
Valerie on July 15, 2015:
Unfortunately I made a verbal agreement to renew the contract. I have not received any renewal papers in the mail. I was told this makes the contract null and void. Is this true for Virginia? There were no equipment upgrades made. Per Vivint, the call to upgrade was only to lock in the rate. The call was recorded.
Ingrid Fraser on June 24, 2015:
Thanks. I'm pretty sure the misrepresentation of the "one time get now" deal will apply here. I have a lawyer friend. I'll run this by him. Thanks for your very interesting article and information. I hope everyone manages to get out from under these rip-off artists.
rive0108 (author) on June 23, 2015:
You will have to research your own laws, or edit letter to make it generic. You are not protected by the CFPB, FTC, US consumer protection laws, or the FDCPA as far as I know.
Ingrid Fraser on June 22, 2015:
I live in Canada and have the same complaints about this Vivint. Will sending the registered letter etc. and following your suggestions work the same here in terms of breaking this overpriced security system?
rive0108 (author) on June 17, 2015:
Contract expired 2/11/2013. It may have auto renewed month2month (as opposed to annually). Chances are good though they called you and may have locked you into a verbal contract extension. You need to call them and see. The good news is, if you have the original panel, anyone can monitor it, all you need is a new cell module, and you may want to update panel firmware (1.13 is current)
MAK36 on June 16, 2015:
I am wanting to get out of a Vivint auto renewal contract. Our original contract was 8/11/2010 for 42 months. It states that the original term continues for 42 months and will automatically continue from year to year thereafter unless canceled in writing no later than 30 days from the end of the original contract term or any renewal term. I was thinking I had to cancel 30 days prior to 8/11 of any given year after the contract was up, but now that I've read it closely, I realize that is 3 years and 6 mos. (I was thinking it was 48 months - 4 years) So would that mean the renewal date is actually February 11th and not August 11th? Ugh, I hope not. There's no where in my online account that has this information, it doesn't even have my account number.
Steven .... on June 04, 2015:
Wow, all of these comments are so deceptive... don't argue principles etc when ur a hypocritical person! Im so blown away of these mindsets. Could u imagine if yall were the sales reps for Vivint. Ud be 100 ×s worse then any complaints Ive seen.
SMG on May 04, 2015:
@rive0108 Well a quick back ground on our situation and why we canceled . We are a military family we move all the time! When we received vivant we made it clear we are military and that we could move any time and need to cancel. Had ADT switched from ADT to Vivint ADT honor military no questions asked canceled our existing service. Vivant said told no worries!! We understand that and just give us a copy of your orders and then will cancel your service. Well long story short they would not allow us to cancel after we moved! Had installed AGAIN! Ok two years later call to cancel my service. Was told nope you have another year remaining on your contact! WHAT??? I only sing dup for 24 months! Nope they say I signed up for 3 years! Ok whatever mad as hell but keep paying them. System goes off all the time no one calling my panel to ensure my safety. Call vivant twice to ensure my system was working they told me yes. System continues to go off here and there and never once did anyone jump on my monitoring system and see if I was ok or need help. So from there on out we have followed all the steps to cancel as listed on this site. So like I said before yes I received a copy of my service agreement with my name signed and dated from the collections office but they have yet to prove who they are and if they can collect in my state and prove the SOL hasn't ran out as listed in the validation of debt letter. Should resend a validation of debt letter highlighting the left out request information? Or should I from this point start to think about settling with them. I have excellent credit like 800 credit I take hit. I don't plan on filing for bankruptcy. They say I owe 703.00 but once again they didn't show a calculated breakdown of how as requested in the debt validation letter. So ya that's were I am at. Sorry sooooooooo long! Thanks!!!
prabs99 on May 03, 2015:
My contract started on 6/1/2012. It says that the contract is for 42 months. Do I need to send in the cancellation notice by 11/1/2015?
rive0108 (author) on May 03, 2015:
I assume that "a copy of your service agreement" means that you received a copy of the original contractual agreement that was signed and dated by you.
If not, then proceed with a FDCPA "insufficient validation letter" stating that received document for the alleged debt does not belong to you, is not yours, is false, was not signed by you, is forged...etc.
rive0108 (author) on May 03, 2015:
My suggestion to you, without knowing your full situation, (e.g., illegal contract, breached contract, erroneous billing, satisfied contract, etc (that you can PROVE via documentation and recordings)), is to ask yourself this... if you are sued for the debt, can you prove you do not OWE the debt? (e.g., if the contract is void/invalid then you argue you do not owe it, thus the alleged debt does not belong to you), or are you planning on declaring bankruptcy?
If the above is YES, then if it were me, I would send a "Cease and Desist" letter, if the answer is NO, then settle the debt.
SMG on May 02, 2015:
OK I have done every thing correct on the list! I received a letter with the fax copy of my service agreement from the collections company. But they sent nothing else but I office letter saying they have received my request and provided the necessary documents and tp contact there office if I have any questions. . No license number or registered agent no calculated proof of debt and SOL and No proof to collect in my state. Basically coming from customer service department from the collections. I think they have not provided validation of debt from what I have read . Because from what I was reading sending me a copy of my service agreement is not validation of debt. My question is I have made it all the way to the end of this headache and was wondering what is my next step? Do I call them to talk? Do I continue to ignore them? Or do I send them a failure to provide proof of debt validation? Thanks in Advance!
Rick on April 20, 2015:
I am definitely covered under your item 10 Breech. But there is no recourse other than the fullscale battle plan you outline?
rive0108 (author) on April 16, 2015:
No offense, but you are SOL. You knowingly falsely represented yourself as the property owner so as to enter into a legally binding agreement that you otherwise were not eligible to enter into. Unless you recorded the Vivint sales rep telling you to lie and misrepresent yourself as having the legal authority to enter into said contractual agreement, its meaningless (cannot be proven).
If that did not strike you as "sketchy", or "shady", then I don't know what to tell you, other than don't be so credulous.
Vanessa on April 13, 2015:
Thank you for posting this. I'm aware that this only applies to US and Canada only. I'm in New Zealand and wanted to cancel my contract as I was being talked into signing it. The sales person walked up to my door and talked me into signing the contract. His words was, I can cancel my contract after one year if I moved. Then he learned that I'm just renting and he said they don't sign up renters. It's too troublesome. However, he told me that for as long as I pretend to be the landlord during verification, then I can get the alarm system going. He did it in such a way that you can't say no to the whole thing. So, I held his word for it and tried cancelling it after one year as my landlord sold the house and I have to move. I called Vivint in US to cancel the contract and they told me that I have a 5 years contract. When I told them the whole situation, they said they will get back to me but never does. So, I called the NZ team and they claim ignorance and kept asking when they can send technician out to install the unit in the new place. When the technician came, I told him the whole situation again and he said, he will need to check with Vivint NZ director and will get back to me. He obviously didn't. I called Vivint NZ again and they said there is no such case reported. It has been on going for two month plus now and I was being charged for non usage of the security alarm in the previous house. I called regarding the charges and they said I did not asked them to put it on hold and therefore they charged for the usage. Apparently I saw a few other fellow Kiwi being conned into it and they said that they tried sending a letter to Vivint NZ office and the mail was bounced back. DO anyone know how the NOC letter can apply here in New Zealand?
Sasrah on March 14, 2015:
Thank you for posting this. I cancelled the next day. Unethical, high pressure sales tactics. I put a stop payment on my account, so they can't even start charging it, I cancelled installation and I send the cancellation letter and the one they gave me by certified mail the next morning. PHEW! Also, the firstname.lastname@example.org e-mail is no longer valid. I think it is worth mentioning that ARM (Advanced Residential Marketing) should also be reported to the BBB. I reported them as well as Vivint. Curiously, when I looked at the BBB for ARM there weren't any complaints. So I filed one. But I get the idea that Vivint is claiming no responsibility for the sales pitches of the company they have hired to represent them. (In fact I think they were trying to tell me that they were the same company, I'm not even sure now)
rive0108 (author) on January 31, 2015:
1. yes. Just change the date in downloadable NOC letter , and be sure to send a copy to bank/financial institution.
2. For a listing, and alarm.com plan options, see: http://www.2gigforum.com/threads/2-2GIG-alarm-com-...
Also, see " Canceling Vivint?": http://www.2gigforum.com/threads/193-Canceling-Viv...
Currentcustomer on January 31, 2015:
1. Can I send NOC months before my verbally renewed contract is up?
2. I have the original panel- what are the better security companies you have found?
3. This is a great source of information. Thanks for sharing.
jvr18 on January 22, 2015:
Hi all! I am so glad there is a resource to help victims of Vivint's bad business practices. We were very clearly with the rep that came to the house that we would not sign a contract. He told us that as long as he did not put a date in the Notice of Cancellation section that we could cancel at any time. In the past months, the system failed to work properly and we ended up selling our home. When I called to have the system turned off and uninstalled, I was told I was in a contract for another 36 months! I told them to defer the payments for 3 months until the legal department go back to me and I still got charged. I told them that we couldn't transfer the system to our rental home. The rep told me that we would need to send in a letter from our landlord to get it cancelled. I have my doubts about it though. Today, we found a copy of our paperwork and I was floored at what I saw. The Vivint rep used his fingernail to scratch in a date that we could not see on the white copy. The legal department said that they had a copy of the top portion of the paperwork but not the Notice of Cancellation section. I find it funny that they don't receive that part... where does it go? I am hoping to get this resolved with the nasty gram that I sent (but I have my doubts). If not, I will follow the steps you have provided and seek legal representation. Thank you for providing us with such valuable information!
DavenDawn on January 11, 2015:
Our outrageous contract was finally up in mid-November 2014. I contacted their customer service and told them I wanted to cancel. They sent me to the cancellation department. No arguments, no hassle, they explained that I needed to send a letter to their "Documents" department. I found this site and downloaded the document. I e-mailed it to their "Documents", plus the other addresses mentioned on this site. I received an automated reply back within minutes of sending the e-mail. I gave them a month or so and called the number on the automated reply. The person that answered was courteous and said they were backed up, but he took care of it right away and even said he'd process a refund for the previous months charge. That was about two weeks ago. I checked my CC statement, the refund has been processed & I can't use the smart phone app any longer, so it appears they have canceled my account.
Here's the info from the automated reply:
"If you have sent in a Notice of Cancellation, a member of our Customer Loyalty team will be contacting you soon, or you may contact them at 800.216.5232 Extension 5020. They are available M-F 8:00 AM - 7:00 PM (MST) and Saturday 8:00 AM - 5:00 PM (MST)".
They didn't contact me, but they did answer when I called them.
I believe the information on this site made it a much less painful process. Thank you for providing the info and document.
Helen on January 07, 2015:
@rive0108 Update! the annoying calls from Vivint has begun not from the collectors yet. Question? I was reviewing your step-by-step instructions it says to remove the cell but I did not do that I unplug the panel and the battery is dead can they still ping the unit? Should I remove it?
TinyMonster on January 06, 2015:
I was told I would get a lifetime onsite warranty with no extra charge, (LIE) and I was getting extra discounts for the first house in our neighborhood. (High presser sales). I confronted them about 1 year ago and go nowhere. I have 1 year left, and I do not want my credit damaged. Now I find out my panel can be easy hacked. Please advise.
rive0108 (author) on December 04, 2014:
The autorenewal clause is in the fine print. You must cancel 30 days prior to renewal date (even if month2month) or they will charge you for that month.
They are very tricky with the verbal contract renewals. That is why you should be very wary, and hang up on them if they start to discuss renewal, or at least record the conversations you have with them. If you feel you did not renew via verbal agreement, get a lawyer, otherwise follow the steps in this blog.
colfos on December 03, 2014:
I sent my cancellation notice to Vivint via certified mail(signed for August 15,2014). After I received a bill for 3 months of service(which I no longer have), I called the customer service department on November 19. They are claiming I made an verbal agreement to extend my contract in February 2014 and say they have a recording which they have not been able to provide to me. They are continuously calling me about my bill. AND after the phone call the service rep sent an email stating that we had made an agreement to extend my service 42 months(which absolutely never happened) What do I do???
JeremyOM on December 02, 2014:
Good day to you.
My 3 and a half year contract with Vivint ends in 3 days. I have the original contract and do not see any place where a renewal is mentioned or a auto-renew. I spoke with customer service on 11/28/14 and requested that they cancel my account. The rep said that I only had to send in an email to email@example.com with my account number, the date, and the reason for cancelling and to call back Tuesday to make certain they got the message. So I call today, Tuesday, and the new rep says they didn't get an email & they require 30 days notice. He said that my account will auto renew as a month to month and that it can be cancelled at any time during the 30 days before the next month to cancel that next month permanently. I just downloaded the mediafire letter and I just emailed it over (I'll fax it today but I don't have a fax machine at home) and I will send the official notices to my bank and Vivint tomorrow. I also know someone at my local bank that can help me on the banking side. My question is: by being "within" the last 30 days, am I going to be forced into an auto-renew contract?
Larry on November 26, 2014:
I just want to be done with Vivint all together and get some of the other options 2gig offers for a cheaper price. I'm not sure how I can drop them without paying all kinds of money.
rive0108 (author) on November 24, 2014:
You do realize that the Vivint "skypanel" is 2GIG? (aka 2GIG Go!2.0), and all the sensors used by Vivint are also 2GIG?
There are four (4) 2GIG panels: Go!Control CP1/CP2; Go!2.0; GC3 (coming soon).
The Go!Control CP2 is currently running zwave firmware version 3.42, and the GC3 will probably be running a newer version also.
Larry on November 23, 2014:
Was a good read I'm just trying to figure out what approach I should take in getting rid of Vivint. Really want to switch to 2gig as they are cheaper and seem to offer a lot more. We signed up in March of this year, when would I be able to get out of this contract early?
nurs32 on November 20, 2014:
Well like everyone else here we have vivint and would like to be done with them.
This week vivint removed 2 payments from our checking account. .. no notice nothing. We have only had the service 6 months or so and this is not the first problem with billing or payment. So today the guy told me they tried get a payment last month but it didn't work so they took two this month. We did not ever agree to automatic payments. I called and used my debit card to pay our account a couple months ago. Since they had the number on record they just decided to take my money. I explained that and the guy says they will continue to do that and that I can't do anything about it. They refuse to send me a bill. I even talked to a rude man who is supposed to be a supervisor who said they would not send a bill and would continue automatically removing the payments. I was so upset. This is crazy. I never agreed to pay for it automatically. I talked to our bank. Vivint did not attempt to bill us last month. I was pretty much sure of that seeing as the bank would have charged us an overdraft fee. He lied big surprise. Anyway I canceled the debit card. My bank suggested that I also put a stop payment on the account for vivint. The bank can't guarantee that they did not get my routing and account information. That cost me $36. At least this way they have no choice but to bill us. I want out of this stupid contract. I think I will begin the process now!!!
They are so rude and smug... and the app on my phone only works when it wants and they still haven't fixed it so i can open my overhead garage door without setting off the alarm.
rive0108 (author) on November 19, 2014:
Vivint doesn't want it. Throw the cell module away (as it is unusable) box the panel, sensors, gear, etc, and sell it all together on ebay for $100...
Helen on November 19, 2014:
I really don't want it in my home left a bad taste. I installed 2 night owl inferred cameras works great and have my own fire alarm systems. I unplugged the main panel and will go to the link you provided to remove the cell module. Still receiving mails no phone calls yet. I will sleep better what its over? Should I mail the darn thing back?
Nolan on November 08, 2014:
Can you give a link the the exact one that you got? They have several different ones.
rive0108 (author) on November 01, 2014:
There is really no sense in removing it. Its actually 2GIG equipment, not Vivint equipment. All Vivint does is monitor it via the cellular module. Remove the cell module, and it will no longer communicate with Vivint.
You can also reprovision/unlock the panel, install your own gear, sensors, and have it monitored by someone else if you decide to go that route.
See 2GIG DIY Forum http://www.2gigforum.com/threads/3-How-To-takeover...
Helen on October 31, 2014:
I unplug the panel now I have to figure out how to remove the sensors the panel was beeping until the battery died. The 800 number start calling and texting as soon as I put a block it stopped. @rive0108 my lawyer will help me if they keep bothering me but he says they will stop. Just as your 5 steps he agrees I will be free. He said don't bother to uninstall the system but I feel I need to for piece of my mind.
rive0108 (author) on October 31, 2014:
The way it works, is say in your State, contract law gives those 60 years of age and over a 30 day "right of rescission" (aka "cooling off" period), within which you have the right to cancel contract for any reason or no reason at all.
If this was not in the written contract (and it instead say 3 days/72 hours, where by law it should say 30 days), then contract is illegal, unenforcable, and vitiated. Doesn't matter what sales guy verbally said, its not a " he said, she said" situation. It comes down to written contract is simply illegal.
Get a lawyer, sue for actual, punitive (emotional distress, etc) damages. Done.
rive0108 (author) on October 31, 2014:
Something else, the fact you are 60, may entitle you to a 30 day 'right of rescission'. Vivint's failure to inform you of this, would I assume, constitute vitiation of the contractual agreement, as you were not informed of the cancellation process, or the time allowed for right of rescission in regards to the contract terms.
Helen on October 30, 2014:
@riv0108 I took the BBB advice and seek legal advice best $ I ever spent and put my mind to ease . Just as you said do nothing.
rive0108 (author) on October 26, 2014:
Usually not, unless spam related
question on October 25, 2014:
is it possible to remove a post from this page?
dgillygal on October 24, 2014:
Hi! I have been working this week to mail, email, and fax my NOC letter to all of the places/numbers that you provided. When I emailed a copy to Nathan Wilcox's email address, I got a delivery failure notice back. I tried it again and got the same notice back. So I ended up emailing a copy to firstname.lastname@example.org with a request that it be delivered to him or to the current attorney for Vivint, and it seemed to go through. This was in addition to the certified, return receipt letter that I sent to him and the copy that I faxed to him. I'm determined to cover all bases! I just thought I would post this in case others could use the information.
Thanks again for all of your help!!
rive0108 (author) on October 19, 2014:
Just keep proof they received NOC. Certified mail/return reciept is best. Approx 40 days (not less than 30) till contract termination/renewal date, call and verify they received NOC letter (record conversation). After your last payment clears, immediately send copy of NOC letter, and letter to bank/financial institution revoking any further ACH authorization (check your Canadian banking laws for what needs to be done).
midori on October 19, 2014:
Hello! I am in Canada and my contract ends in January 2, 2015. I called them to ask when my contract ends and got a detailed instruction how to cancel the service. I also recorded the phone conversation in case I need it later on. They said when the contract ends, I will be on a month to month contract which is odd because I read the contract I signed and it states that it will automatically renew for another year. Anyway, I sent them a non-renewal/cancellation notice in september and beginning of October. I plan on sending them another one in november. I sent both an email and fax (which is electronic so I have a copy of the fax as well). It may seem overkill to keep sending them notice way in advance but I want to make sure I have my bases covered and they can't come back later saying I sent it in late. I never got a notice that they received any of it. Should I call them to make sure they received my NOC or just leave it and hope they actually cancel it? Thanks
Helen Pollard on October 16, 2014:
This is what I receive today from the BBB see message below:
Thank you for contacting the Better Business Bureau regarding your complaint.
The complaint was received by the BBB on July 29, 2014 and has been assigned case# 22168728 in our files.
We regret to inform you that the Better Business Bureau can not further process your complaint. The case has been reviewed by one of our Complaint Specialists and was found to contain issues that are out of the BBB's Purview.
Unfortunately, we have noted that you signed a contract with the company you are complaining about. The Bureau can not force the company to go beyond what is stated in the contract.
If you choose to pursue the matter, you may wish to seek legal advice or file a claim in small claims court.
The Bureau does have general advice for consumers on its website, which may be of use to you, should you ever make a purchase like this again. In addition, you should remember that anytime you sign a contract it is legally binding. You should make sure you read and understand the contract completely before you sign it and make sure all verbal promises are put into writing.
Helen Pollard on October 16, 2014:
I notified the bank in person they filled out the form I signed it, reversed the charges not sure if they send the form ad notified Vivint and now I am starting to get bill via the postal mail. The Home Damage Department called, unfortunately I picked up the phone the man told me that he received the photo that I send the BBB and that he wants to send someone to take a look at the damaged door. Then he thought my account was cancelled and maybe have someone come along to reinstall the system since I still have their equipment and that I should talk to the Loyalty Department to cancel the contract. He then transferred me the man form the Loyalty Dept. ask me for my password which I forgot he said he can’t do anything for me, he will mail me my password and to call him when I receive it.
Thank you so much for taking your time to read my post and for your reply. It feels like some of my burden has lifted. I will contact an attorney and seek legal help
rive0108 (author) on October 15, 2014:
"ACH revoke authorization letter" make sure it includes Vivint acct#, and CC or acct funds are pulled from. A copy to Vivint and a copy to bank/financial institution.
Once the bank has this letter, they can refuse/decline Vivint's attempts to draw funds, and if for some reason they are able to draw funds, you can file a dispute/reversal with financial institution in that ACH authorization was revoked.
Vivint will then bill you via postal mail
rive0108 (author) on October 15, 2014:
That's typical for Vivint. Welcome to the club.
Technically, your contract sounds like it is probably not valid or enforcable, but it'll be an uphill battle and you may need an attorney (in your case, perhaps even a bankruptcy attorney)
If you can't afford the contract, then stop paying it. Feed family instead.
Send in an ACH revoke authorization letter to bank
File a complaint with your State attorney general, and the FTC citing: misrepresentation; breach of contract; and failure to disclose material terms at the time contract was entered into regarding "right of rescission".
1. Vivint misrepresents that the OFFER for free installation of alarm equipment was "a limited time offer that needed to be taken advantage of immediately", or misrepresents that "there were increased incidents of crime in the area" where Vivint attempted to solicit business; or in a face-to-face transaction misrepresents that they "are conducting a special sales promotion, a special offer limited to a few persons", or "authorized to place the offered goods or services in a limited number of homes", unless the representation is TRUE, and Vivint concurrently discloses to you the specific basis on which the representation is made.
2. Vivint failed to disclose material terms with respect to cancellation
If your system is not properly functional...
3. Breach: If Vivint is not providing the services, monitoring as contractually agreed. I.e., services not rendered that they are contractually obligated to provide.(If say you make them aware, or they are already aware, that the system is not operating properly, or that the panel is not communicating, and they fail to remedy it. An example, the contract term length is for monitoring, and the panel/system is not being actively monitored, yet you are still billed for the monitoring services, that they are aware are not being provided...this is Breach of contract).
Helen Pollard on October 14, 2014:
I need your help to get rid of Vivint! Here is my story
On July 6 2014 Vivint Representative came knocking at my door asking to place a sign on my front yard to advertise for Vivint if I agree to place the sigh he offered to install new home security systems for free. I was not orally inform my right to cancel the contract within three days and I was misrepresented leading me to believe that I were signing the contract on a "trial basis"
The sales representative called the installer on the same hour and same day the executed the contract. The installer began the installing at the same time the sales representative call the account creator to conduct a phone survey to create an account. The sale representative handed his phone to my daughter (Jasmine Pollard) to take the “Phone” survey this process deemed normal to the sales person. The installer drilled hole on my newly installed front doors of the main house and the granny unit without my permission he then set off the alarms while during the survey, therefore, my daughter said she did not hear anything. I signed the contract agreement not knowing the 3 days cancellation clauses.
After I filed a complaint with the BBB Mr. Nathen Wilcox insist that the person in the recording identified herself as me (Mrs. Pollard) and that I was well aware of the 3 day cancellation and therefore my request is not warranted. Jasmine was instructed by the sales representative to take the phone survey and that we were informed that the account creator was going over the contract agreement and that she was taking financial information. I feel that the sales representative misled me into thinking that I was helping him post his sign up in front of my yard and that in lure of getting a chance to try our amazing security system with outdoors cameras which the way system is not properly installed and not worked since.
I reached out to Vivint Loyalty, Home Damaged, Support departments and I get the run around I send them documents photos insist that they never received the photo. Mr. Wilcox will not let me out of this contract
This is a 48 month contract $68 dollars per month and will receive a discount on my home insurance premium. Please help me to get out of the contract I am in a lot of stress and I feel I signed the contract under duress. I am 60 widowed recently diagnosed with stage 1 breast cancer, I lost my job, collecting unemployment, applying for mortgage modification program to keep my house. I have 5 mouths to feed I cannot afford this
tberkner on October 09, 2014:
thank you for helping all of us through this crazy process! much appreciated!!
rive0108 (author) on September 22, 2014:
If receiving mailings, this will continue for 120 days from last due date, then it will go to collections. Then you make the collector validate it under the FDCPA .
tberkner on September 22, 2014:
I have a few questions....1st it's the same story as everyone else unfortunately...I originally had them email the original contract to me and noticed name misspellings and numbers added onto the original that are not on my copy...that's when I began this process...anyhow I'm a little confused I sent the noc and revocation of Ach payments just as you said and I have a confirmation of delivery via usps...now I'm receiving bills...is this where I return to sender everything and wait for them to send me to collections? help please! thanks for helping out all of us too!
rive0108 (author) on September 17, 2014:
I don't run a business or have customers. I am not even in the home security/home automation field, and I make no money from this article/website, BUT I was a a Vivint customer (and now I am not). Anyone can take an existing panel and reprovision it to use with whomever they want. There are many companies who can monitor the panel. Its cheaper because you already own the equipment.
All this info is provided as reference, what you do with it is your own business. I couldn't care less if you choose to stay in an over priced Vivint contract, that auto renews, double bills, etc. If you want out, then get out. If you want to stay in and keep paying Vivint, then stay in. Choice is yours.
Skeptical on September 17, 2014:
Wow, it sure sounds like the guy who wrote this article just wants you to get a hit on your credit report.. That way he can sneek in and take you in as one of his customers. Notice he states that they can use the old equipment. (that means they are not losing any money) That's why it it cheaper per month.
machelle on August 02, 2014:
Help! I was recently scammed into vivint after the pushy salesperson would not take no for an answer and filled out the paperwork before I even agreed. I was misinformed and was not told that you only had 3 days to cancel when they said I could cancel at anytime. Its been a month and they refuse to cancel my service but I do not want to pay for this any longer! I also did not get all the "merchandise" that they said they would and now they claim that my interior sensor also doubles as my window sensor. I don't want to hurt my credit either but I need to get out of this. I contacted the attorney for my state but if it was after the 3 day deadline is there anything they can do? After reading this article it seems like all those things that are supposed to null my contract fit what happened to me. Can anyone tell me what to do?
Michele on July 20, 2014:
I'm not tech savvy.... We have ASG at our home and other business, and use alarm.com, but they set all that up. Thank you though for answering.
I'll head to the bank first thing in the AM, before I go tot the post office.
rive0108 (author) on July 20, 2014:
Download the NOC and ACH authorization revoke letter . send a copy to Vivint and a copy to your bank
Else cancel the bank card
You can unlock and default the lockouts, and add your own 'bells and whistles' BTW...see http://www.2gigforum.com . all equipmemt/sensors are 2GIG, and cams are ADC.
Michele on July 20, 2014:
I had them install, and then 3 hours later (after figuring out they lied about all the bells and whistles) sent in my cancellation notice. I am mailing it tomorrow as week, certified mail with a return receipt. Should I go ahead and cancel the bank card they have on file, just to keep them from charging it? Sounds like everyone has issues with them continuing to take payments out even after cancelling.
GrammaLipgloss on July 19, 2014:
I just got off the phone with Doug @ Vivint. He was pleasant and did offer a $10 per month discount, but I declined.
He explained how to e-mail a NOC (does not have to be a formal document), but should include my name, either account # or preferred phone number, then including something like "Please cancel my account."
They will auto-bill another month (sorry about signing up for that!), but it will be pro-rated. Will re-post if things don't go as smoothly as I hope.
Thanks for the info -- I had wondered if there were a method to use the existing Vivint products, but change providers.
rive0108 (author) on July 19, 2014:
Looks like monitronics may have taken over your 360 contract, and given you a new acct #. Dunno
ShaiZah on July 19, 2014:
Hi, Thank you for your past advises. I just have one more question and..
I just got a letter from Monitronics saying that they were unable to process recurring Autopayment through our financial institution. They said all future attempts to draft account have been stopped until they receive updated payment information. And that to avoid an interruption in monitoring service, remit a payment using the payment slip they provided with the amount. They seem to have the Customer number and everything. which doesn't match the contract account number, but then again they aren't 360, so they could've set up a new number they were assigned to service us. Does this mean that we have an account with monitronics and should try to cancel with them, or should I go on and ignore, or reply back with anything. I have disconnected the panel and they haven't really gotten us back by actual person, but only by machines saying things like call them back. (this could be just to re-setup the payment) They call twice a day, but doesn't contact by all of our family members on cell phone numbers which we wrote on our contract for emergency. I have been ignoring all the calls and make them go to answering machines.
rive0108 (author) on July 16, 2014:
The website doesn't go to ADT.
Monitronics cannot cancel. Your cell is registered via alarm.com by 360. Monitronics is your central station (CS)
My suggestion to you is to remove the cellular module and replace it.
Your provider (360) no longer exists. You are no longer supported by 360, thus contractual terms for service is null and void.
Replace module, update firmware, optimize panel and get new provider.
Replacement cell module:
ShaiZah on July 16, 2014:
So, i tried the get360security.com again and it leads to ADT website. probably an Advertisement or they bought out the domain. So are you suggesting that I contact monitronics to cancel? (sorry, i didn't understand what you meant by CS) or wait it out until 360 security expires.