• Report: #564853

Complaint Review: APX - Alarm Security Solutions

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  • Submitted: Fri, February 05, 2010
  • Updated: Wed, February 27, 2013

  • Reported By: Jen — Ogden Utah United States of America
APX - Alarm Security Solutions
4931 N 300 W Internet 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: APX Alarm 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 Security Solutions  Door to door Scam: Take Adavantage of Elderly Women Internet

Attention: Notice to Management

This sale was not handled well and you should be aware of what happened in this case.  I'm sure you have a file on my mother (name withheld) as I have sent you various documentation. 

APX Alarm sales representive violated our NO SOLICITING sign posted clearly on her door and took advantage of an elderly lady who is on social secuirty and struggles to purchase food and her medications.  She signed the contract, then called the company to cancell a few hour later.  Another more forceful rep showed up and 'convinced' her she needed this service.  She said later that she was afraid of the two men in her house who wouldn't leave.  Ironic huh.

I stepped in to help cancell this for my mother as she was very ill at the time.  I did everything asked of me by the employees Katie and Dan (December 2008).  I provided the EXACT wording they requested in a doctors note and all the paperwork asked for documenting my mothers illness.  The lawyer came back to me and said that unless she was in a nursing home or dead she couldn't get out of the contract.  I'm not making that up.    They actually used the phrase, please provide us with a death certificate.

At this point my mother was living with me and we were preparing to sell her home to cover her medical costs.  The security system was never used beucase she didn't understand how to use it, was afraid of the noise it made and was told if the police came out on a false alarm she'd be finded.  Already financally restricted she freared the consequence.

In 2008 when I called said her home was for sale they said that if the home was sold and the Alarm couldn't be transferred the contract was void. I have now sold her home and she is dependent upon me. 

I called the company to get them out of my life forever and explained she no longer owns that property and they said it didn't matter because the contract was between APX and them.  

I never received anything in writing stating this but at this point was exhausted and needed to take care of my kids and my mother who just got out of the hospital and just gave up, paid off the remaining balance and sent them a letter stating I don't want the policy renewed.  This was done certified mail and you can bet I'm holding on to that.

My mother ended up paying over $3,000 to this company for a service she never used and can easily be turned off by a crook by snipping the phone line next to her APX sign in her yard

For being a company that claims it protects it's elderly, that is not what happened here.


Property: Ogden Utah


This report was posted on Ripoff Report on 02/05/2010 07:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/APX-Alarm-Security-Solutions/internet/APX-Alarm-REVIEW-Comitment-to-APX-Alarms-executive-team-and-employees-are-committed-to-c-564853. 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.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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Updates & Rebuttals

#1 UPDATE Employee

APX Alarm Advocate wants to help

AUTHOR: APX Alarm - (United States of America)

Dear Jen,

My name is Matt Hansen and I am a Customer Advocate for APX Alarm. I just read your report of your mother's experience with APX, and I wanted to contact you directly to see if there is a way we can resolve this situation to your satisfaction. Let me assure you, it is our number one priority at APX to protect our customers, and we take it very seriously if we hear of someone feeling that they have been misled, or otherwise taken advantage of.

In this case, it sounds like we need to look back at your mother's account and see what has taken place, and what we can do from here. If you will contact me at AdvocateGroup@APXAlarm.com (ask for Matt), I will work with you personally to see what we can do for you. I look forward to hearing from you.

Sincerely,

Matt Hansen

APX Customer Advocate

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