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 If you are researching this company and thinking of getting a system from them STOP!!! Provo Utah
One evening last spring, I was just getting home from work and a nice looking, clean cut, uniformed young man came to our door saying he was with APX Alarm company and would like to talk to us about putting an alarm system in our house. I told him first off that I wasn't interested. (I rarely purchase anything they have to come begging for me to buy) He said, but this system is free!
Well, that got my attention, I did want to hear how this could be free. He continued with, because we live on a semi-busy street in town, the company is offering this system at no charge as long as we keep their lighted sign in our yard for the advertising.in fact he re enforced that statement several times. We had to leave that sign up for a period of one year. I jokingly told him they could put the sign up in my yard for free, and he said that would be false advertising!!! Like he was on the up and up!!!
My husband has terminal cancer, at that time, he was weak from the chemo treatments and had fallen a couple of times. The salesman picked right up on that and said we could have a medical alert button added to our system for only $39.99 a month. Seeing how I was at work for the majority of the day, that sounded very good to me, but, I told the salesman I would like to think about it and could he come back another time. He said this was their last day in this area and they were moving to another state tomorrow. I said, well we won't be able to do it then because we have a dinner engagement scheduled in about an hour. He said no problem, I can have the system installed in 45 min.
I then asked, what happens when I become the sole supporter of my household and I don't have the need for the medical alert and I can no longer afford this system. He said without hesitation, " you simply call the customer service number and have it removed"!!! So, I agreed to have the system installed.
Ok! He got out the paperwork and started off with " we will need to run a check on you first to make sure you qualify for the promotion." I said " oh, well I will not pass a credit check so you might at well not go any further. I filed bankruptcy 3 years ago" He said not a problem, can we put it in someone elses name that will go through? I said no, I can't put it in someone elses name, he said they won't be contacted and we don't even need a SS#... We just run a general check on a name. Well, ok, I said put it in my mom's name.
Within minutes, the installer was here putting in the system, the job was complete in about 25 min. The installer made a phone call to "insure the job was complete" and put me on the phone. I was told to say that I was my mother, and they asked a couple of non binding question... Did the sales rep and the installer have APX uniforms on? Did the installer show me how to operate the system? Were the salesman and the installer courteous? NEVER once was I asked if I was aware there was going to be a 5 year contract with this installation!!!
Well, thank God, my husband never needed to use the medical alert button provided, but since then he has gone down hill and I have had to take a medical leave of absence to care for him. It has come to the point now where I have exhausted all of my sick time and vacation time earned from work and I am living off of savings. I can no longer afford to make the $39.99 payments each month for something we don't use.
I don't plan on using the system even after I loose my husband because I have a german shepherd, who beside being my alarm system, cannot stand the beeping from the system when it is setting when we leave the house or before unarming it upon our return, so I don't even set it anymore.
I called the customer service number to "simply, have the system removed" about a month ago. My call was answered by a rude and obnoxious company representative who was the first to inform me I had a 5 year contract and the only way to get the system removed was to pay it out or sell the system for what was left on the contract. I asked to speak to supervisor, and was denied only to tell me again, that I wasn't listening to him... The ONLY way to get out of the contract is paying it out or selling it to someone else.
After getting off the phone with him, I decided to email customer service instead, in hopes of getting someone with some sense of customer support. Well, that didn't happen either, I was contacted my a customer service rep (Matt Pitts) stating my email was forwarded on to the president of operations and it is under investagation.
That was a month ago and the next installment on my CONTRACT is scheduled to come out of my bank account on Monday. I emailed Matt Pitts again yesterday and did get a response... He was in a car accident and unfortunatly he allowed a few issues to "fall through the cracks" I emailed him back and told him I will be joining the other victims of this scam and posting my story on usacomplaints.com, but I am also going to contact the FCC today. I don't feel the BBB will do any good since they have over 900 complaints against this company already. The FCC has to regulate this type of equipment and I think they would be a better investagator in this scam than the BBB.
I would urge you to do the same if you've been ripped off by APX Alarm and if someone knows of a class action lawsuit already in place on this company I will be more than happy to sign up!
JanetKenosha, Wisconsin
U.S.A.
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