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 92 Year Old Father Prime Target for APX Alarm Unethical Business Practices Marshalltown Iowa
My Father is 92 years old, uses a walker to get around, is on medication for congestive heart failure, blood clots, blood pressure and hypertension. He is assisted by daily support from myself and a friend, to take him places, monitor his health, keep his environment safe and stable, Meals on Wheels, Lifeline assistance for the times he is there by himself (based at the local hospital; has been used by Dad several times when he has fallen or taken ill). He is still able to stay in his home.
On Tuesday night, August 4th, 2 men arrived on foot identifying themselves as APX Alarm Salesman and Installer.
My Father was alone and this was what he was told:
All equipment and installation was free in exchange for being an "Advertising Home" with sign on front lawn.
All Dad had to do was sign this paperwork allowing the free equipment to be installed and APX sign placed on front lawn.
APX would hire people to be monitors for this area. Salesman didn't provide any documentation to back this up, that it even exists.
Dad could cancel his existing Lifeline service as APX would now provide that service for medical emergencies.
Dad would get 30% off of his homeowners insurance. APX said this savings would more than cover the monthly service fee of $39 tax. Not true. His Allstate insurance has a 5% off plan, would reduce insurance bill by $40 a year for Dad, if the monitoring facility was local.
As soon as Dad signed, the equipment was installed immediately. Dad is 92 years old and could hold a pen in his hand-all that was required by the salesman to sign.
Dad was NOT told, nor did he realize he was signing a 39 month service contract. He was surprised when told what he would be responsible for, all these payments. Dad trusted that these people were telling him the truth.
The next morning, August 5th, I got a call to come into town to sort this out. I read the contract agreement, and noted Dad had provided information for automatic withdrawal on his bank account and the commitment for 39 months service. I went to his bank, closed his checking account just in time.
APX Alarm Solutions customer service (Utah): I called the above customer service regarding the issues of contract and the unethical practices by their sales people. There was a general denial.
I was told a request for automatic withdrawal was made on Aug 4th, the same evening Dad had signed the papers. I told them the account was shut down and there would be no payment. I was told as Dad was over 65, he would really have 30 days to cancel... I said it doesn't say that in the contract so thats a bunch of bull shit.
I informed customer service the cancellation notice would be in the mail within the hour, certified, with a receipt confirmation request. A Supervisor is to come by and remove the equipment. We don't know when.
Dad is not to them in the home unless there is either me or his friend on premise to monitor and support Dad and to assure the removal goes smoothly.
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