Like many of the Reports I have read about APX Alarm, mine is roughly the same. I was lied to by Kyle Fransen, the sales representative, about the specifics of the contract. I also was led to believe that the contract could be canceled at any time and that all we had to do was keep the sign in the front yard (he started his sales pitch this way). When the system started malfunctioning a month later, we informed the monitoring system that one of our sensors was not working. They never instructed me to call APX or their customer service. APX did contact my husband in August when the automatic draft was stopped. We informed them of our problems, that we were unhappy with the system (as we could not use the motion sensor) and asked to cancel. It was then that we learned that Kyle outright lied to us!
In October I received my first bill (stating I was 30 days past due). I called customer service and spoke to a woman there. She informed me that APX would not come fix their faulty equipment until I paid them in full. As I was unable to speak to a supervisor, I elected to send a letter certified mail to their corporate office. Right before sending the letter, a collections representative called me, was openly rude and hostile, and told me if I didn't pay immediately, he would turn my account over to collections!
The response to my letter was little more than a form letter urging me to call the customer service hotline. I called and spoke to Victor at extension 3101. He offered me a "deal". I pay for three months of back service, APX waives one month, and they will send someone out to fix the problem. I told him this was unacceptable as I have been without service for three months! He proceded to argue with me and badger me, so I asked to speak to his supervisor. He informed me that he was unavailable. I asked to leave him a message so he could contact me a a later time. He then says that the supervisor will not talk to me because I am past due. I asked him to speak with someone who would help me. He informed me that he was in fact the only person that could help me. He raised his voice and demanded that I take the deal. I told him all I was trying to do was get this settled fairly and he stated that I was just trying to get it my way.
After being treated as such, I filed a report with the BBB, I called my local news station, filed a report with the attorney general, and am posting this report. I am most interested in ANY legal action taken against APX and I urge everyone to file reports with the BBB and their attorney general as well.
After my new station contacted APX, one of the big wigs called me. We listened to the tape of my last conversation with Victor (yes, they tape you WITHOUT your knowledge!) He offered little more than Victor (he would knock off two of the four months). They clearly do not care about making their customers happy!
0 comments