• Report: #575267

Complaint Review: APX Alarm, Apex Alarm

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  • Submitted: Sat, February 27, 2010
  • Updated: Wed, February 27, 2013

  • Reported By: Jen — East Providence Rhode Island United States of America
APX Alarm, Apex Alarm
5132 North 300 West Provo, Utah United States of America

APX Alarm REVIEW: Comitment to APX Alarm's executive team and employees are committed to customer satisfaction. APX Alarms approach to business is focused on providing the highest customer satisfaction in the security and home automation industry. Provo Utah
*UPDATE: APX Alarm pledges their commitment to always improving their operations by joining Rip-off Reports Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer by increasing their confidence when doing business with a member business. APX Alarm recognized by Ripoff Report Verified as a Safe Business Service

*UPDATE Employee: Customer Advocate wants to help

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Ripoff Report Verified REVIEW:

EDitors UPDATE: Positive rating and recognition has been given to APX Alarm for its commitment to excellence in customer service.

Ripoff Reports 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.
APX Alarm is Rip-off Report Verified
Ripoff Report Verified .. part of Ripoff Report 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 Rip-off Report'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 Ripoff Report 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 Ripoff Report 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, Ripoff Report 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, Apex Alarm  has unprofessional and inexperienced workers whom broke my windows and drilled random holes in my hardwood floors! Provo, Utah  

In February 2009 My APX alarm was supposed to be installed and a tech was suppose to be at my house by 12 noon. Around 1:15 PM APX alarms  young inexperienced employee arrived at my house to install my alarm system. He arrived with his judgment in paired!!! We decided to let it go and see how things went... Well it only got worse!  While the gentleman was here installing my alarm he was on his phone for the majority of the time, cussing and talking about his night before out partying. I was so discussed, but tried to ignore it. He was all over the place when he was trying to install the system! He drilled two random holes in my floor and then decided he couldn't use them. He tried to place my control panel in the middle of my living room about 10 feet from the door. He then moved on to the sensors, well that was disaster-est! he placed the sensors on the lower front side of the windows. Which meant my house was not protected! Someone could slide the window up or down and the alarm would never go off!!! 

   After about 4 1/2 hours of being here, he approached my husband to sign a paper stating the follow items were installed: 1 smash sensor, 1 control panel, 2 door sensors, and 6 window sensors. My husband sign the slip and the tech left. I began to walk around and check out the installation and was totally disappointed! We than discovered the tech cracked two of our windows. Which are new replacement windows might I add! 

   The following day I called APX alarm to have someone come out and fix my sensors and to report the broken windows. The customer service rep advised me the same tech would be coming back to my home. I then refused!!!!! She then advised me I would have to wait to find out if they could get someone from another state to come and fix my sensors because they only have ONE tech in Rhode Island! Which is ridiculous! I waited about 3 to 3 1/2 weeks and finally another male tech came! Whom was wonderful!!! He fixed all my sensors and seen the cracked windows along with the two holes in the floor.

   Two days after the tech left Gary Patterson contacted me about my damages, he asked me to email him pictures of the damaged items, so I did! After I emailed him, I never heard another word! Which brings us to 1 year later! I just recently contacted APX alarm by email asking the progress of my claim. Gary Patterson then contacted me by phone stating he never received my picture. (which I have the sent email) On February 24, 2010 I sent the emails again.... I haven't heard from him since!

   On February 27, 2010 I receive a random call from some guys with a 401 area code, stating 

   " Is this Larry @#^#?

   "No???"

   "Well this is John, I am a handy man in your neighborhood and I am coming to your house because Mark Patterson told me you have work for me."

   I than say " I do NOT have work for you and NOR do I know anybody by the name of Mark Patterson!"   

   "Is this Larry's house? Do you live at 20 C^**$& Ave.  Rhode Island?"

   I begin to get very nervous and say " Who is this? and NO!

   " A handy man in you neigborhood. Is this Larry's house?"

   "NO"!

   He than hung up in my face! I strated freaking out... I never had a phone calll like that in my life! So i calle my husband and told him. He told me to call the police. I first looked up the number on the internet and found out it was a cell phone in MY city and state! So I called the police....

   A few minutes after calling then I kept repeating the name MARK PATTERSON over and over in my head! I thought it sounded so fimaliar.. And BAM!  GARY PATTERSON! I ran to my computer and looked at my recent emails and sure enough he is the employee that work in the damage deptarment for APX alarm...

   I called the police and cancelled the complaint! I was actually beside my self that a huge company like this would have a random guys call me and speak to me like that!  So I called APX alarm on Febuaray 27,2010 to file a complaint. I told the customer service rep that I was calling to file a complaint and I expressed how unhappy I was.. She told me to hold on she was going to speak to her manager. When she came back she repeated everything I already knew!

   "Gary found the contracter in Rhode Island to look at my damages. She told me she was going to email him and let him know I had called with concerns"!

   "I then repeated the reason for my call was to FILE A COMPLAINT"!

  " She then said OK I will file the complaint, Is there anything else I can help you with"?

   By this time I was fuming! So I hung up... And this leads me to this!

APX Alarm is so unproffessional and they DO NOT care about the customers!!! I have got no where with them! I am a faithful customer and pay my bill all the time! I am always up to date and feel they should have RESPECT for their customers.. Instead of brushing off every situation!!!  I have reported everything that is in the document to APX and they have done NOTHING!


This report was posted on Ripoff Report on 02/27/2010 01:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/APX-Alarm-Apex-Alarm/Provo-Utah-84604/APX-Alarm-REVIEW-Comitment-to-APX-Alarms-executive-team-and-employees-are-committed-to-c-575267. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Customer Advocate wants to help

AUTHOR: APX Alarm - (United States of America)

Dear Jen,

My name is Matt Hansen and I'm a Customer Advocate for APX Alarm. Im sorry to hear about your experience with the install and follow-up of your new alarm system. Our number one priority at is to protect our customers, and make sure that they feel taken care of. I want to work with you personally to resolve this to your satisfaction. Please contact me at AdvocateGroup@APXAlarm.com (ask for Matt). Thank you for bringing this issue to our attention. We are always working to better our customer expirence. Your situation has been noted and we have taken measures internally to correct the issue.

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