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
Apex Alarm - Apx Alarm - Monitronics Anderson Crenshaw ripoff - never works and can't get resolution Provo Utah
This is the short abridged version. The long version is 6 pages and includes about 30 pages of supporting documentation.
In July my wife and I were looking for an alarm for our house. An Apex representative shows up at our house and is giving away alarms for the advertising, standard start to an alarm company story that is all too common here.
At the start of August the alarm stops working and we call for service because a sensor has stopped working. We schedule a tech but they never call or show up. This happens several times in August and every time I call, Apex has no record of the previous call. After several calls, failure of Apex to fix the alarm and now a second sensor no longer working, I inform Apex that I want out of the contract. The Apex rep says you can't you have a contract and to read the contract. I point out to the rep that the contract states Apex will keep the alarm working. He appears to not understand this. When I ask for a supervisor, well he is a supervisor and there is no one else.
In mid-September, no 45 days without getting an alarm, I start the process of canceling the contract with Monitronics. I kept calling them and with Apex in an effort to get the alarm fix but Monitronics is just a monitoring company. I was able cancel the automatic payment and end the monitoring part of the contract. I know there are a lot of bad things said about Monitronics on this board but I have to admin, then were not that bad. The also provided me with information and documentation that while I was ending the monitoring portion and trying to get out of the contract, Apex was not responding to them either.
Now in the start of November, Monitroncs is out of the picture. But Apex still has not fix the alarm or addressed the alarm issue other than saying I am past due. 120 days the Apex alarm does not work and they still want to be paid.
In November, I get a call from a girl Tara, finally. I call her back sometimes up to three times a day but can never reach her and never get a return call, several times calling the operator and asking for her. Finally I talk to a girl who works with Tara and she says the contract is cancelled and I no longer owe anything.
Fast forward to March of this year. We get a bill and a phone call. The account slipped through the cracks and we are two months past due. I try to reach Tara and can't. I talk to the Apex person and there is no documentation of me calling them ever other than to refuse a service call in November. 100 phone calls and they have no record, good thing I do. Also the service call in November, that was 120 days after I tried to start getting this fixed.
April rolls around and there is another letter and threatening call to my wife. I say, I am done and turning this over to the attorney general and not to call me again if they are going to turn it over to collections fine. First question form the rep, what is the attorney general case number.
April/May sent the long version and all the supporting documentation to the attorney general.
June I receive a letter from Apex saying they have ended my contract with Monitronics at their decision, remember back in November, I started the cancellation of the process with Monitroncs and Apex would not respond to Monitronics.
July 5, get a call from an attorney at Apex about a letter they received from the Illinois Attorney General and the Utah Attorney General. I also get a call from Anderson Crenshaw. They do not care what happened they just want to know, how long have I lived at my house, where do I work. I do not want to disclose this information so they abruptly end the call by saying they will not my refusal to pay, my refusal to work with them and that they will place a lien on my house, find out where I work, garnish my wages and report me to the credit bureau.
After reading all the complaints on this board, I am looking at all these alarm companies and want to know what the relationship is between them. Apex (and others listed on this board like Protect America) with Monitronics and Anderson Crenshaw; is this all just a large case of collusion where they just occasionally change the name of the alarm that goes to the consumer?
For not I will just wait and see if the attorney general can help.
RobertMontromery, Illinois
U.S.A.
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