• Report: #513961

Complaint Review: APX - Alarm Security Solutions

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  • Submitted: Fri, October 23, 2009
  • Updated: Wed, February 27, 2013

  • Reported By: Sylvie C — Cranston Rhode Island USA
APX - Alarm Security Solutions
APX Alarm, Security Solutions West Provo, Utah United States of America

APX Alarm REVIEW: APX Alarm commitment to total customer satisfaction. APX Alarm's past and current approach to business is about protecting families and providing the best customer experience from the beginning to the end of the customer's time with the company. Provo Utah
*UPDATE: APX Alarm pledges their commitment to Ripoff Report Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. APX Alarm recognized by Ripoff Report Verified as a safe business service.

*Consumer Comment: Dude that wants to Debate

*Consumer Comment: I disagree

*UPDATE EX-employee responds: APX doesn't do full line seizure

*UPDATE EX-employee responds: BS

*Consumer Suggestion: Apx/Pinnacle

*UPDATE EX-employee responds: When will people get their stories straight!

*Consumer Suggestion: APX/Pinnacle in hot water with the Illinois AG

*Consumer Comment: Also scammed

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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 Security Solutions  Broke into my own house and the alarm didn't even go off. West Provo,  Utah

My story starts off the same as everyone else's in the sense that I was mislead by APX the day that they came knocking on my door. One of the first questions that I asked was if I could cancel the alarm at any time without penalty or charge, and was told yes, no problem. Well, a few months ago I called and tried to cancel the service and was told that I was in a 5 year contract and that I would have to pay out the remainder of the contract in order to get out of it. 

Then recently I accidentally locked myself out of my house and had to climb in through a window. I crawled on the floor through my house so as not to set off the alarm, and then stood up to walk over to the alarm key pad to shut it off. When I stood up I expected to set it off for a few seconds, but nothing happened. So I walked back through my house, down the same path that I had just previously crawled down, and again, nothing. I walked right up to the sensor that supposedly was supposed to go off at the sign of an intruder, and nothing! I jumped up and down and waved my hands in front of it, turned lights on and off, and still nothing! So I called APX to complain about it and they sent someone out to service it a few days later. The man who came out to my house determined that the people who had installed it had put it too high up on the wall, so it wasn't sensing any motion. (So for the last year I had been paying for an alarm that wasn't even working effectively)! So he re-installed a new one farther down on the wall, exposing screw holes, peeling paint, and holes where chunks of plaster had fallen out where the prevoius unit had been installed. He tested it out in front of me and it didn't work the first time, but worked the second. He told me that it would be fine in a few hours.

So the next day I climbed in through the window again to test out the new unit, and guess what!?? It still didn't go off! I had to place my hand over the unit and physically touch it in order to set it off. I just placed another call to APX and they're going to send out another repair man to look at it.

Help! APX Security Solutions should be put out of business! This company's sales pitch is full of deceitful lies to get you to sign a bogus contract, and their equipment is defective and faulty! I want out of this contract and I don't want to give them any more of my hard earned money! Please let me know if anyone is filing a class action lawsuit against this company and count me in! HELP!!!!    


This report was posted on Ripoff Report on 10/23/2009 02:37 PM and is a permanent record located here: http://www.ripoffreport.com/r/APX-Alarm-Security-Solutions/West-Provo-Utah-84604/APX-Alarm-REVIEW-APX-Alarm-commitment-to-total-customer-satisfaction-APX-Alarms-past-a-513961. 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 8Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Dude that wants to Debate

AUTHOR: ttt - (United States of America)

 You must really be a poor save kind of person. Were you just waiting for a reply to your first retarted complaint? Then you did a second one that made you look even more like a dumbass computer user. These Provo a*holes you are talking about are doing jobs...Unlike you, or maybe you do have a job who knows....They are sales people. And for all that know about sales people, they are pushy, sometimes lie,etc. But its too earn a living. there are some people that companies dont want them to represent their companies because of those things. They are on a look out for them too. And as for APX and Pinnacle being a same company..the only sameness is the thing they do and that is Security. Is Mcdonalds and Subway the same company? Hell no it's not. But they both serve food you moron. APX is a far better company to go with instead of the lower quality companies. And the person that started this complaint, everybody has issues with equipment. And for the 5 year contract, dont even PRETEND to be suprised you retarted person. You took a survey call before you even sighned and they told you you had 60 months with them. And with any intelligent people, Asking questions from someone over the phone that works in the corporate building is a smart decision. But it is understandable that this world is full of idotic people like the debating guy that things a bank and a stripper bar could possibly be the same company and then a guy that was suprised that oh my gosh he was in a 60 month contract!!!??? For Some reason though, the world needs people like you, to laugh at as well as to get their blood pressure risen. All I got to say is bring it on F ers!!! You got something to complain about, make it legit. Like APX equipment blew up my house and killed my family and my 100 year old piano!!! Something like that. Freaking F*ots!!!!!!!!!!
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#2 Consumer Comment

I disagree

AUTHOR: Amber - (United States of America)

We all had pretty much the same sales pitch at our door, but we should all read contracts before signing.  I knew full well what I was getting into and glad that I did. I signed a contract to lock in my rate for 5 years. 

Remember that the alarm system itself is manufactured by Honeywell.  I am sure that you have also purchased items in your lifetime that didn't work and you had to return them. Did you stop going to that store because a product didn't work?  Walmart would be out of business if that were the case. 

I have had a similar issue with my motion detector and I had a technician at my house the next day to replace it with no questions asked. You don't know that the motion detector didn't work for an entire year.....I also had a big hole put in one of my walls during the initial installation where the unit could not be put up due to cross studs.  I called the company, supplied them with an estimate to fix the wall and I received a check within a week. I also had my sign stolen from my front yard last year, so I called APX and they sent me a new one, again with no questions asked.  I find your story hard to believe as I have never had an issue with this company and have never talked with someone that wasn't helpful.  Sometimes I set my alarm off just to test the response time and the longest so far was 15 seconds till APX was calling.  If you have a delay set up on your pad, you can test each entry point to ensure that it is working properly.  I think that you are over reacting.  I have heard much worse things about ADT and Brinks.  I know that I will be renewing my contract when it comes due in 3 years.

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#3 UPDATE EX-employee responds

APX doesn't do full line seizure

AUTHOR: alrmtech - (USA)

To the former APX employee - No, many APX Technicians would not know what full line seizure is if it bit them on the ass.  I installed for APX for one summer and we were not required to do full line seizure.  I had friends in other offices at APX and they were not required to do full line seizure.  The office I went with did not do full line seizure in the summers before I joined them. 


Also I have done APX takeovers, because I worked for a different company last summer, and out of about 40 there was 2 that had full line seizure.  We did hundreds of APX takeovers last summer and all the others techs I worked with claimed that they rarely, if ever, saw an APX system with full line seizure. 

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#4 UPDATE EX-employee responds

BS

AUTHOR: eeeeek - (United States of America)

Gary Olsen has nothing to APX and APX does all their own account maintenance and upkeep on their accounts through full time service technicians. As far as line seizure, trust me, their guys know what they are doing. I marvel at the fact that you think every employee of these companies is just out to scam people and that there is no honesty. I have morals and integrity and have never installed a system without doing seizure.

It seems you are bitter over the success these companies are having and the business you are losing. Maybe you feel that you got burned by one of these companies in the pas. I don't know, nor do I care. If you lived in Provo or knew anyone that worked for these companies, you would know they have nothing to do with each other.
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#5 Consumer Suggestion

Apx/Pinnacle

AUTHOR: OnlineAlarmQuotes - (USA)

Let's cut the crap about Apx and Pinnacle being separate entities. My company was a former service dealer for Apex-Alarmex-Pinnacle-SafeHome. It's the same damn company based in Provo. Their techs wouldn't know what line seizure was if it bit them on the ass.
They are shady as can be. Whether you guys were pitching Monitronics or pitching ADT through the RS&I program that Gary Olsen allowed you scammers access to it's been nothing but constant consumer complaints. I can completely embarrass the hell out of you, and out of your company by posting absolute proof to back up my claims. You'd be best served spending your time trying to rectify the numerous consumer complaints than trying to trade shots with me.  The security industry would be better off if the lowlife flim-flammers from Provo would go away.
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#6 UPDATE EX-employee responds

When will people get their stories straight!

AUTHOR: eeeeek - (United States of America)

Before the sales re would have been able to even finish the sale you agreed to all the terms of the contract, including rice, cancellation procedures, and the contract length. AX will have a recording of this. Had you not done this, and not agreed to ALL of the terms, then they never would have been able to install the system in your home.

To the military customer, what you are saying is not the accurate policy for military customers.

To the comment about APX being in hot water with the Illinois state government, that is COMPLETLY FALSE! Only Pinnacle is in "hot water" as you said, and the article you posted does not even mention APX once!
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#7 Consumer Suggestion

APX/Pinnacle in hot water with the Illinois AG

AUTHOR: OnlineAlarmQuotes - (USA)

Here is a link to an article discussing a lawsuit filed by the State of Illinois against Apx/Pinnacle.

http://www.securitysystemsnews.com/index.php?p=article&id=ss200911PNnhzz

Regardless of what they say they are the SAME company. My company was a service dealer for these scammers. We contracted with them to service their accounts when their 'summer program' ended. The shoddy workmanship, brutal contract terms, and lousy customer service was enough to make you scream.

In my new career I have a standing order that at no time whatsoever are we to allow companies like this access to our consumer database.

It's depressing to watch fly-by-night mass marketers destroy an industry that is still home to many thousands of quality installers. The problem we have to overcome is getting the word out to the end-users that skilled technicians are available, but it's next to impossible to spread that word when the airwaves are bombarded with offers for so-called free systems. Consumers fall for that "free alarm" gimmick all too often.

Stay clear of these weasels. There is no such thing as a free lunch, and even if there was I doubt it would be something any of us would want to eat.

I am imploring everyone that reads this to please stop and do some research before you contract with an alarm company. Educate yourselves on how systems work and what systems are best for your application. Get at least 5 or 6 quotes from local vendors. Ask for references.
My security-related websites offer generic yet highly useful information to the consumer, as do many other sites, so please make use of the information available on the world wide web to better protect yourselves.

Good luck.
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#8 Consumer Comment

Also scammed

AUTHOR: NotPleased - (USA)

I'll file this as a seperate report too, but I wanted to show by replying that I would also be interested in a class action suit if one was ever brought against this company.

 

A year ago APX home security came to our home with a "Promotional Offer".  They were trying to get word of their service out in our area, so were offering a free alarm system, all we had to pay was an installation fee, and a monthly security fee of $45.  When we sold the house I called and asked about stopping service and was informed that we had four years left on our contract, and could either transfer it to someone else, or pay a fee to break the contract, the fee being ($45) x (the number of months left in the contract).  Is this legal?  Their pretty much telling me that I have to pay them for 4 years of service that they won't be providing.

My husband is active duty military.  When offered this "deal" we specifically asked if we would have trouble getting out of the contract if we moved on base, to another country, or to a rental that didn't want a system installed.  The representative told us that in any of those cases we would be able to get out of the contract for little or no fee.

We, obviously, live in a military area.  I can't help but feel that this company is purposely going after military members and others who move frequently, knowing that they will be able to get us to pay them for services they won't be able to provide.  I have filed a report against them with the BBB.  It has also occured to me that since we are unable to use their system in our new home, they are breaking contract with us by not providing the service we are paying them for.  We cannot afford the pay the full amount to break the contract, so are still paying them $45 a month for nothing.

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