Submitted:
Tuesday, December 09, 2008
Posted: Tuesday, December 09, 2008
Gahanna,
Ohio
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.
Jshifflet
Gahanna, Ohio
U.S.A.