Complaints continue to mount against home security company

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ST. LOUIS (KPLR) – Erica Preiss is used to being left hanging by Vivint Security. Her trouble with the company started last spring when she signed up for a free four-week trial.

“That night, I signed the contract, and they reassured me again and again that if I didn’t like it, no problems. They’ll come uninstall it. Everything would be fine.” said Preiss.

Just before her four-week trial was up Erica learned everything wasn’t going to be fine.

“I gave them all my information; told them I’d like to cancel and the first thing they told me was that I was past my three-day grace period. To which I said, no! I’m pretty sure I have a 30-day trial period.” added Preiss.

That conversation set off several weeks of confusion and frustration. Despite Vinint representatives saying the situation was being taken care of, Erica kept getting billed even after her system was uninstalled.

“I got answers ranging from your system is still active to it’s in process of being cancelled, to you’re going to have to buy out the remaining $3600 of contract." added Preiss.

With the help of the Better Business Bureau, Erica finally got the situation resolved. She wishes she’d done her homework before getting involved with Vivint.

“As soon as I Googled them I saw so many consumer complaints but also state attorneys who had settlements against them.” said Preiss.

Erica’s issues with Vivint came less than a year after Missouri Attorney General Chris Koster took action against Vivint after mounting consumer complaints about the company’s deceptive sales tactics. In a settlement, Vivint agreed to pay $50,000 in restitution to 50 Missouri consumers and agreed to cancel contracts for dozens of consumers who felt that they had been misled.

As Erica Preiss’ case demonstrates, it appears Vivint representatives may not have learned their lesson.

“If you see anything you think might be a negative, you should probably consider that it is a negative,” added Preiss.

Erica submitted a complaint against Vivint to the Attorney General’s office. We've learned she's not alone.

We're told there have been 24 complaints against Vivint in 2016. Most of those complaints involved issues similar to Erica's.

17 of those cases were resolved. Seven remain in mediation.

If you have an issue with Vivint -- you're urged to call the Attorney General's Consumer Protection Hotline.

The number is 1-800-392-8222.