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 - James Reed (Sales Person) Bait and Switch - Promised to install a new alarm system when I moved for free Provo Utah
We had a Vista alarm system upgraded by APX with the understanding that we were moving within 6 months to a year. James Reed (sales person) told me that APX would install an identical alarm system in another home free of charge. With this good news, we decided to go ahead and sign the 5 year contract. As it turns out this was not a good decision; although we had no idea what was to come when we moved into a home without an alarm system.
I called APX after we moved into our new home to schedule the installation. I was told by the customer service representative that a $99 installation fee would be required. I told the rep that I was told the system would be free and that the sales rep told me it would be free. He said there was nothing that he could do about that fee and that it was company policy. I asked him what I need to do; file a complaint with APX or file a complaint with the BBB and or Attorney General for Bait and Switch. He immediately said "I can file a complaint for you right now sir, I see your sales rep was James Reed". (I had given him my phone number to pull up account info). He then said he needed to transfer me over to the move department. He told me that he needed a few minutes to explain the situation to the rep in the move department.
After being transferred, I had to explain the entire situation to the rep in the move department; she seemed annoyed and had a bit of an attitude. I assumed it was because she already knew the situation and was simply playing dumb in an attempt to frustrate me into just paying the $99 fee. After going back and fourth telling her that I was not going to pay the fee, she put me on hold for about 10 seconds and came back telling me that she could waive $50 of the fee. I told her that I could just report APX to the BBB and Attorney General for Bait and Switch; she did not seem surprised or worried about it.
The rep in the move department began challenging my report that James Reed had promised a free move. She asked me if I had written proof and that if I had written proof that she could honor the free move. She proceeded to tell me that I could buy out my contract with a credit card or have another monitoring company buy out the contract. I told her that I was ending the conversation with her and reporting APX to the BBB and The Attorney General's office of Utah and Ohio. The Invoice says Utah and the installers told me they were flown out to various locations to do alarm installations during summer break.
JshiffletGahanna, Ohio
U.S.A.
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