Complaint Verified REVIEW:
EDitors UPDATE: Positive rating and recognition has been given to APX Alarm for its commitment to excellence in customer service.
Consumer complaints discussions with the company have uncovered an ongoing commitment to total customer satisfaction. You can expect to have any questions or concerns that you have with them to be answered and resolved in a timely manner. They have shown us their customer service process, and it reflects a desire to serve customers, as well as fix problems.
The company's management specifically told us about how their job is to simplify lives and help people to live intelligently. The management really wants every person who buys a system to feel valued. The concern for each customer's experience starts at the top, and is reflected in the action of every employee they hire.
The company also works to monitor their sales and customer support calls to see how they can be improved. They use these calls as examples for employees in training. Currently, Vivint is working to make changes to their contracts to make things easier for their customers as they have found that many of their complaints stem from feeling misled or customers paid fees they did not feel they authorized.
Complaint Verified. Part of complaint Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Statements from company executives
"We are committed to making homes safe for families. With advanced early detection systems, many home fires are preventable and can be stopped in the beginning stages, saving lives. We have a plan for every family and every budget, and whether you choose our most basic or expanded services, you can be sure of our top quality technology and expert customer support.
Stated improvements from the company.
We have simplified our customer service process to decrease the amount of time that a customer has to wait before speaking with a representative. Our customer service will look at your contract, listen to recorded phone calls, and make sure to get to the bottom of your issue to resolve things THE RIGHT WAY. We want customer's to have a positive experience, and we understand that sometimes customer's fall on hard times. We're willing to work with all of our customers. Their experience and safety are our primary concerns.
Read more about why consumers should feel confident when doing business with a member of consumer complaints's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, its a long name for a program that does a lot for both consumers and businesses alike.
Read about complaint Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Programthey agree to allow complaint to contact every client who filed a complaint so they can make things right with them.in order to confirm that the complaints were resolved, complaint is copied on all responses so we can insure that the member business did right by their customer..
Now to the original report that was filed
APX Alarm Security Solutions, Inc. Deceptive, unlicensed, high-pressure door-to-door sales Provo Utah
A representative of APX came to my door to tell me that they needed people to "advertise" for them on my street, and that their home alarm system service would be free for us. I thought it sounded like a good deal, so he took me through his speech and I agreed.
It was only when I was about to agree that he mentioned the monthly charge, a "special" low rate for "advertising" homes. I objected, and he apologized and said he thought it was "obvious" that there would be a monthly fee. He claimed this was because of the charges for the police department and fire department.
Also, the contract was for 60 months. I asked what I would be charged if I canceled early. He told me "between 20 and 100 dollars, depending on when you cancel." This is a total lie. After the 3 day "grace" period required by Missouri state law, they offer no way of canceling (I confirmed this over the phone). This means I would have been liable for all 60 months had I continued the service.
They misrepresented the quality of their rates. Their rates for a special "advertising" home are higher than other companies' rates. Also, there is no way to confirm "special" rates because they do not publish rates on their website, nor can you get rates via the phone. They claim this is because rates are "tailored" to individuals, but it is clearly to deprive consumers of needed information that any reputable company would give.
They misrepresented the status of another "advertising" home. He implied that the family, who lived near us, had the service for a while and were happy with it. I called them, and it turns out they had only had the service for a few hours, like us. They were not aware of the lack of cancellation measure after 3 days, either.
They did not have a license to solicit in Columbia, MO, where I live. I checked with the city and they found no record of one, and it is required in Columbia.
They left their garbage in my house and on the porch after installation. This is actually somewhat of a perk, since if they fail to come pick the stuff up I can use their boxes to mail the equipment back to them.
In sum, their sales techniques were misleading, deceptive, and fraudulent, and they lacked proper licenses. I have sent them a cancellation notice within the three days, so I hope not to have any problems in the future. I am supposed to get a visit from the rep to return my check. I have very little hope of this, but I will update if it happens.
ArdeaemColumbia, Missouri
U.S.A.
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