When a Security System Isn't Protecting Your Wallet

Nov. 20, 2013 — -- Dear ABC News Fixer: Back in August, a sales rep from Vivint knocked on my door. Since I was already looking into getting a security system, I found this to be opportunity knocking. What sold me was the thermostat and light control feature you can access from a smart phone.

Before I really had an opportunity to think it over, the salesman had an installer on the way. All said and done, I thought $68.99 a month was a good offer. I signed a five-year contract under the assumption that they had tested everything and the system worked.

Then, in October, it started to cool down outdoors and I tried to get the thermostat to work. It wouldn't turn on my heat. I called Vivint and they sent out a technician. He discovered that my house is a two-phase system and the thermostat is a three-phase system. In other words, it is not compatible with my house.

I bought and installed my own thermostat so I could keep my pipes from freezing. I tried to get out of the contract and was told I owe over $3,000 to cancel.

Around that time, we had a separate problem with the camera and light control features. I called Vivint again. They offered to lower my monthly fee to $60 and take away the thermostat and light components -- the key features that sold me on the system in the first place. After arguing my point this time, the early cancelation fee dropped to $2,073.66.

I don't feel I should have to pay that to get out of a voided contract.

- Eric Poirier, Rifle, Colo.

Dear Eric: Common sense says that if the service you bought can't function in your house, you ought to be able to cancel.

We had a little better luck getting your issue up the ladder at Vivint, and we're happy to say those folks agreed. A Vivint spokeswoman said the service tech should have realized the thermostat wasn't compatible during installation, and she apologized for the mistake. Vivint said they would've preferred to keep you as a security system client, but given this incompatibility issue, they've agreed to cancel your contract with no penalty.

For anyone considering a home security system, here's some advice from the Federal Trade Commission:

- The ABC News Fixer

Got a consumer problem? The ABC News Fixer may be able to help. Click here to submit your problem online. Letters are edited for length and clarity.