After having Vivint's residential security system installed, we decided that it wasn't for us. We were told that we had 3 business days (trial period) after the initial installation to cancel, after which we would receive a full refund. After reading reviews on this site about difficulty in cancelling, I decided to take extra care to make sure that the cancellation process went smoothly. It didn't.
Day 1: System installed
Day 2: I called Vivint to cancel. They said that they needed a signed letter requesting cancellation. I needed to either scan and email them a copy or fax it to them.
Day 3: I scanned and emailed them a signed letter. I called them later that day to see if they received it. They notified me that it usually takes them a couple of weeks to cancel after which they would refund me. They said they would make a note in the system that I had emailed them a signed letter.
Day 25: Still no word from Vivint. I called and they told me they never received my email and that I was under contract for 2.5 years. I explained the process I went through to cancel, but the representative on the phone only reiterated that I was now under contract. After 10 minutes of this, I asked to speak to a manager. Luckily, I had my date-stamped email which I provided to him. I'm guessing that I'd be out of luck if I had originally faxed the cancellation to them. This wasn't enough proof for him so I also had to send them a screenshot which showed that I had emailed the correct email address (if I had spelled the email address wrong or sent it to the wrong place, I'd be locked in to a contract) and before the 3 trial days were up. He said that he would process the cancellation because I had provided proof. Close call.
Day 35: Still no refund.
Words of advice: Be VERY careful. Document EVERYTHING. They make it very difficult to cancel. They will claim that they never got the cancellation despite solid evidence that they did. The next thing you know, you'll be locked in to a 2.5 year contract that you are unable to get out of.
Product or Service Mentioned: Vivint Security System.
Monetary Loss: $150.