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 Do NOT sign agreement with APX Alarm Provo Utah
Twimc:
I must tell you of my experience with APX Alarm - it is definitely not an unique experience according to the many negative comments on the web.
Friday June 13 7:25 PM
Dustin knocked on my door. He was a clean cut college aged kid wearing a blue APX Alarm logo shirt and shorts, showing an ID clipped to his belt. He had business cards. He looked official and upstanding. That's about as far as I can go with positive feedback.
The following dialogue may not be verbatim, but it's close to what I remember and it will give important facts on why I don't (and you shouldn't) ever want service from APX Alarm.
Dustin: Hi, my name is Dustin from APX Alarm. Me: Hi. (wondering why I even opened the door) Dustin: I see you have an Alliance Protection sticker in your window. Me: Yes, I have an active monitoring service with Alliance that I am happy with. Dustin: Do you have VOIP? Because if a burglar were to cut your phone lines, your alarm will not work. (typical scare tactic) Me: (knowing the previous comment was a scare tactic) Yes, I have Time Warner Cable's package with phone, cable, and web. I also realize that if my phone lines were cut (I'd like to see statistics on burglaries where this actually happens), my alarm may not call the monitoring company, but it will still activate the audible alert. Dustin: Well, what I can do for you will help you out in that situation. I'm the Director of Advertising, and we're looking for customers to help us out in this neighborhood. Do you know your neighbors, Paul and Sally, who live just around the corner? They've already agreed to use the service I'm about to tell you about. We will install a new keypad and an analog cell phone system that will call APX alarm in the event that your phone line is cut, and we'll do it for free, all you have to do is display a lighted sign in your front yard as advertising for us. Then we can send out sales team around to your neighbors and they'll see that you have our service already. Most people go with a familiar alarm company. Me: That sounds interesting, what's the catch? Dustin: You have to display the sign and agree to our monitoring service for three years. Me: I'm under contract with Alliance until September. Dustin: That's ok, we'll buy out your contract. Me: Alright. Come in, let me look at your paperwork. (big mistake on my part)
He proceeds to fill me on some details, (monthly monitoring service at $44.99 per month for 36 months) writes up the contract and then gets somebody on the phone to verify information I gave him. After very carefully reading the cancellation clause of the contract, I signed the agreement. Paperwork complete. At this point I am very hesitant to do anything more, but I did.
Dustin: I have two technicians right around the corner finishing up Paul and Sally's installation. They can be here in a few minutes. Me: It's really not a good time for me, I need to bathe my one year old daughter and put her to bed. Can we do this on Monday? Dustin: No, we're only in the area this week. Me: (reluctant, but) ok, fine. What about the contract buyout with Alliance? Dustin: I don't have a company check. (he reaches into his wallet and pulls out $80) Will this cover it? Me: Not really, I have at least three months left at $32.99. Dustin: That's all I have, are you sure? Me: ok (I reluctantly take the cash)
Dustin calls his technicians (who are at my door in what seems like 10 seconds). They (two clean cut college aged kids wearing blue APX Alarm logo shirts and shorts) looked official and upstanding. They were wearing tool belts and brought 5 gallon pails with tools and equipment. I held them up at my front door to ask a few more technical questions then reluctantly let them into my house and showed them the wiring box, they began tearing apart the wiring of my existing system to begin their installation. Dustin leaves.
Then, I log on and search the web "APX Alarm scam" HOLY CRAP!!! I was alarmed (no pun intended) at the amount of negative comments on various websites about this whole ordeal. Just google "APX alarm" with or without "scam" and you'll see what I mean. Did I say HOLY CRAP!!!
After reading a posted comment, I decided enough was enough and called Dustin.
Dustin: HelloMe: Hi Dustin, I did a google search on APX Alarm and I see tons of negative information about your company. What's the deal? Dustin: Are you sure you didn't search APEX Alarm? I've heard of them before. Me: No, I searched APX Alarm. I can type. I need your guys to stop installation and put my system back together. Dustin: Ok fine - I'll stop by and get my $80 back. Me: Please hurry. Dustin: ok bye.
I went over to the technicians and told them to stop and put my system back together. The cancellation clause of the contract states the agreement will not be binding unless 1) it is signed by a APX supervisor or 2) they start the monitoring service.
One of their phones rings - It must have been Dustin. "Hello. Yeah. Ok. Ok. Bye."
After about an hour of them fumbling around with the wiring, one of the technicians (I think his name was Johnny) said he couldn't get it back together, but APX Alarm would cover the costs for Alliance to repair it. I really hope this happens. I've yet to get confirmation of this.
After they all left, I did more research.
There was no Paul or Sally in my neighborhood (I searched the surrounding blocks, no APX Alarm signs anywhere to be found) Paul and Sally, huh? Right.$44.99 per month over a 36 month period will more than cover the costs of the "free" equipment they would have installed. Nothing is free! Dustin was from Arizona, Johnny was from Minnesota, and the other technician was from the midwest somewhere. Company stability? No company check to buy out existing contract? Offered me cash? Cash IS king, but come on. Offer not available except for right then? Typical example of bad deal.
These are all red flags I should have caught on to earlier, but I didn't until the various websites opened my eyes. I wanted the technology. I wanted it now.instant gratification.
I just hope I can get my system back to working condition without cost.
Bottom Line: Don't sign an agreement with APX Alarm unless you get the free equipment and the monthly monitoring is under $35 per month for 36 months. Even then, I'd be hesitant.
Mack's DaddyIndio, California
U.S.A.
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