• Report: #337593

Complaint Review: APX Alarm Co.

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  • Submitted: Thu, June 05, 2008
  • Updated: Wed, February 27, 2013

  • Reported By:henderson Nevada
APX Alarm Co.
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

*Consumer Comment: I'm battling them now!

*Consumer Comment: Same Here

*Author of original report: APX Alarm Co.

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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

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I signed a service contract with APX Alarm Co., and the salesman said that installation would begin that same evening. Within one hour an installer was in the home, mounting wireless sensors and drilling holes for the alarm communication center. In conversation with the installer, he informed me that he had had two hours training in installing systems. The first problem he encountered was mounting a smoke detector on drywall. He drilled holes and put in screws, but of course they came out immediately. I suggested that he use plastic mounting inserts, which he had not seen before. I gave him a supply, but he could not figure out how to use them, thinking that the insert went on the face of the mounting bracket, and was simply a fancy nut that would hold the screw when the screw head was placed in the hole that he had made. And so I taught him how to use this elementary device.

Later in the installation process it was necessary to mount sensors on two metal sliding doors. He could not think of a way to do this, and phoned a "supervisor," who came within an hour. Their solution was to use clear glue to fasten the magnetic sensor to the metal door and the door frame. Unfortunately, the glue has failed three times since installation. When the glue fails while the system is armed, an alarm is triggered. This has led to puzzled and frantic calls from relatives on my "call list" wanting to know if someone is breaking into my house. APX uses a false name in its caller ID, so when I get a call from them on my cell phone about an alarm, I assume that it's a telemarketer and do not pick up, which leads to others getting involved and, ultimately, a "security" company being notified.

As another example of their installation know-how, the sensor on the door from the garage into the house was mounted on the garage side of the door, where an intruder would have complete access to the sensor and sending unit. This was resolved during the second day of installation--second day because the promised "two hour" installation had so many problems that the crew could not finish in one day. When they returned the second day, I asked that the garage sensor be changed. The sender was moved to the inside of the door, and the installer du jour placed a magnetic sensor in the top of the door, with the other part of the sensor inside the door jamb. Unfortunately, the hole was made too large, so that the magnet fell into the inside of the door, and so the "old reliable" glue was used to hold the magnet in place. Yes--the glue has failed, the sensor dropped into the door while the house was empty, and the entire alarm process was repeated.

A telephone complaint to the company resulted in a call back three days later from a "scheduler," who said that a technician could be dispatched, but that the company would pick the day and that someone would need to be home all day on the day that was picked. This was not acceptable--I'm not going to phone in sick to get a day when I can wait for someone to show up and re-glue a magnet, so I declined the offer, purchased my own replacement magnet, filled in the hole, redrilled it, and installed the magnet. I asked for credit for the days when my house was without protection because of the company's faulty installation techniques and unwillingness to schedule service calls to meet the customer's needs, but was turned down without recourse.

There is never another level of service available when phoning the company with a complaint or a request. Either the company is so small that it cannot afford supervisory staff with discretionary powers to settle disputes, or the company's bottom line matters more than providing service to its customers.

Today (June 2008) demonstrated the quality of APX's protective service. My wife triggered an alarm by accident, and was unable to reset the alarm center. Usually someone comes on the intercom line to ask if there is a problem, but no one did so today. There were no telephone calls to our home, to my cell, or to any family member, although when I called customer service with a complaint I was informed that the company had "tried calling three times, but the line was constantly busy." Unfortunately, no one was using the phone at the time they claimed that they called. When I asked about the intercom, the representative told me that "we listened through the intercom, but there was no sound," therefore no attempt was made to communicate through the intercom. Strangely, though, our dogs were barking at the alarm, my wife was trying to quiet them, and she and I were discussing how to turn the alarm off.

47 minutes later, the doorbell rang. It was a "security" representative from a local company I have never heard of. He asked if everything was OK, we said yes, my wife told the story about the alarm and the dogs, he filled out a business card, gave it to us, and left. He did not ask for ID. We will be charged $45 by APX for this visit.

When I called the company to complain about the response time, using the argument that if this had been an actual emergency, we might have been shot, the house ransacked and torched, and the dogs killed before anyone showed up to ring the doorbell, the employee's response was that APX had done what it is required to do, and if we didn't like the response time, we should complain to the company that responded. I suggested that APX might contract with a more reliable company, and was told that "APX has done what the service contract requires. If you don't agree with the service, complain to the responding company." I'd be happy to do so, if I knew that this company would be the one responding to future alarms, but APX regularly changes its service vendors. It is not possible to predict who will answer the next call, or how long they will take.

As a protective service, APX has demonstrated that it is worthless. They do not intend to provide reliable protection, but they do intend to squeeze money out of me for the entire length of the contract.

Any company that promises improved security, but cannot even install a system without customer assistance, and that cannot send someone to investigate a potential problem in less than 3/4 of an hour does not deserve my support, and they certainly do not deserve YOUR business. When a BYU student comes knocking on your door to sell you a system and APX's service, send them packing. My dogs do a better job of protecting the house than APX does, and they are far more satisfying to talk to!

S.D. henderson, Nevada
U.S.A.

This report was posted on Ripoff Report on 06/05/2008 08:27 PM and is a permanent record located here: http://www.ripoffreport.com/r/APX-Alarm-Co/Provo-Utah-84604/APX-Alarm-REVIEW-Comitment-to-APX-Alarms-executive-team-and-employees-are-committed-to-c-337593. 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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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

I'm battling them now!

AUTHOR: Greg - (U.S.A.)

As soon as I saw some wingnut boring a hole and trying to jam a screw into drywall without an anchor I would have dinged him out. I got 4 young installers who showed up at my house and they did a relatively good job. They also put the brains of the door to the garage out IN the garage. I didn't even want it there. I TOLD them I wanted it mounted on the service door that leads to the OUTSIDE the garage. What good is the thing once a thief is already in?? All of my tools are in there and the button to open the garage door. They could have pulled up, loaded up, and been gone in 5 minutes.

If you've read my report here you'll see what I'm in the middle of. They refuse to let me cancel although I cancelled within the allowed 3 days. One thing they don't tell you is that you can fax in your letter stating why you don't want them, and the bottom cancellation portion of the contract. I had to find that out on my second call to APX (only one day after installation) when I got what must have been a new hire that hadn't been brainwashed yet.

I don't know if anyone read the rebuttal posted in another thread related to APX but don't ya just love it when some know-it-all comes out of the woodwork and offers an admonition for our carelessness in these matters? We're not idiots. We figured it out. APX Alarm is owned and operated by insincere thieves who could care less about the health and welfare of their 'clients'. The guy was right, about checking things out better, but not ALL of us look at the world through black glasses and see only the worst. APX gets you because they're selling a service in a location, your home, where the service will be used. I buy furniture and such too; but I don't have it delivered to see how it will look in my house before I sign a sales agreement.

Anyway, I wish you all luck. I'm just beginning the battle with them. They can take me to court if they want. I HOPE they take me to court! I want my local newspaper and TV stations to have access to the very public court records.

I'm comin' for ya APX!
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#2 Consumer Comment

Same Here

AUTHOR: Amanda - (U.S.A.)

Ok, so I live in Green Bay, Wisconsin, on April 14th, I had a rep come to my door from Point Security, they have the same address as this company. They said we could get a "free" security system as long as we agree to keep a sign in our yard. After them coming to our door 4 times and basically begging us to do this, we signed up.

The installation kids (we looked to be no older than 18 and showed up in a Ford Mustang) came within an hour. We had told them no to drill into our molding by the front door. Our house was built in 1890 and has the original wood molding and my husband and I just spent over $3000 restoring the molding in the entire house. Well, while I was attending to my 3 kids, they put the sensor into the molding. Then after everything was hooked up, they tested it and spoke with someone over the intercom.

Then the supervisor came back and demanding $100 installation fee (which we were not told about free is free right?) He also said we had to pay 2 months of montering up front ($40 each month) which we were also not told about. We refused to pay, he waived the fees. The next day we called the montering company to ask about fees. they said it was $40 a month and we had to provide a credit card for automatice payments. We said no and that we wanted this out. Well, they said we had to call Point security, which we did and the same person answered the phone!

They came and took the stuff out, come to find out not only were we going to be billed for monthly montering, an installation fee and a fee for the equipment (which we were originally told to be free) but we would have to pay the county we live in $30 a year for a permit and $500 each time our alarm was triggered for a real emergency but $700 each time it was triggered for a false alarm.

I am glad that we cancelled. I even checked them out at the bbb and on this site and found nothing. Here to find out, they are doing business under several names.

I am sorry that this happened to you.
Amanda
Green Bay, WI
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#3 Author of original report

APX Alarm Co.

AUTHOR: S a de hart - (U.S.A.)

In my report I stated that no one received a phone call during the latest alarm incident. This is not accurate. On Saturday I received a phone message from my brother (who is first on my call list) about the Thursday problem. He told me that he had received a call from APX after 8:00 Nevada time (the problem started at 5:14). He was informed that "an alarm was triggered, there was no response in the house, an investigator had been dispatched, and there was no problem." He was puzzled as to why the company would call so late to let him know that there was no problem. He has had so many false alarm calls from APX that he no longer takes them seriously.
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