• Report: #465550

Complaint Review: APX Alarm

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  • Submitted: Sat, June 27, 2009
  • Updated: Wed, February 27, 2013

  • Reported By:Edmonton Alberta
APX Alarm
5132 North 300 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.

*Author of original report: Response to rebuttal

*UPDATE EX-employee responds: ?

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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 APX Alarm Con Job Provo Utah

I agree with the report I read online about APX tricking you into getting their "free" alarm system. In August 2008 after recently moving into a house in a new area, I had things stolen from my garage a couple times.

Then one day APX staff came to my door. In fact they had come several times when I wasn't home, only my daughter was. She was already getting annoyed with them pestering her.

Finally they caught me home one day and I decided to take the system as it was "free" and only the monitoring to be charged and given the fact of the thefts previous. I made sure what the total cost would be and the guy assured me only $39.99 per month. They neglected to tell me there was also a $30 cost to get a permit from the Police Station to have this monitored so when an event happens they or fire or ambulance will come to my door. They also neglected to tell me a couple months later they would be adding GST to that cost, so now they take $41.99.

They also negelected to tell me, until after I contacted them on the phone about the possibility I would be moving, that I was in a 5 year contract and couldn't get out of it. I told APX this and they were adamant I had a 5 year contract and couldn't get out of it unless I sold it to the new owners or brought it with me. I told them I was going to a rental and can't do that but they insisted that some places will allow me. Now "I am" in foreclosure and won't be able to buy another house, but resort to renting again. I won't be selling this house my mortgage company will be dealing with it and what they do with this house is not my concern or problem.

Well, I am not about to ask any potential landlord if I can drill holes in their walls to install a monitoring system. Besides, I already know the answer and most rental places have security systems of their own.

I have just today, placed a stop payment on my account from further payments and about to contact APX again to tell them as the foreclosure is happening and I have to move, that I have stopped the payments and where I am going, has their own security systems and I cannot move the system with me. I expect they will threaten me with the same as they did before that I would have to pay out the 5 years of payments to them. I will NOT pay this!

I sure hope someone can do something about these con artists doing this to unsuspecting people out there! Someone has to stop businesses like this from misinforming customers in order to build their business and taking our money. Sure the system works, they do speak to you on it when we had set it off accidently a few times getting used to it, but this doesn't excuse their tricky sales people and the way they do business.

Thanks for allowing me to report this on here.

Sherry Edmonton, Alberta
Canada

This report was posted on Ripoff Report on 06/27/2009 11:42 AM and is a permanent record located here: http://www.ripoffreport.com/r/APX-Alarm/Provo-Utah-84604/APX-Alarm-REVIEW-APX-Alarm-commitment-to-total-customer-satisfaction-APX-Alarms-past-a-465550. 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:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Response to rebuttal

AUTHOR: Sherry - (Canada)

It is obvious that you must be a representative of APX alarm with your comments about the phone call "before" the install. 

Well, I will inform you, as you were not in my house to know what was going on there, that the technician was already drilling holes and installing the system while I had the phone call from APX. 

So, no, they did not do this survey before the install and they did not advise me that this contract was NOT voidable in unexpected or extenuating cirucumstances. They did not advise me at any time that I was locked in solid to this contract with no way out. It's funny how those details they neglect to mention while someone is trying to sell you something or pull the wool over your eyes!

Any business with integrity would have clauses in their contracts to cover unavoidable situations like this.  What would have happened if I took seriously ill, or if the house burned down or if I died?  Would they then expect me or my family to cover this contract despite any of the above scenarios? Would they take from what would have to pay for my funeral expenses, to pay for their security system upon my death perhaps?

I'm sure they would because people that run a business in such a way as this, do not seem to care about the people behind those "dollars" they so willing leech out of hard working families! Oh! I forgot, business is out to cover their own selves, NOT to show concern for the customers they need daily to keep their businesses going.

My point is that they did not advise me of any instances in which this contract could be voided if such emergenies happened like bankruptcy, foreclosure or any possible event that would require the contract to be voided. 

I could not possibly have known such a thing was going to happen to me at the point of signing this contract.  Anyone knows that in extenuating circumstances, there are options available for clients other than demanding the full payout of the contract when I was in foreclosure.  I was not selling my home where I would be able to transfer/sell this to the pending new owners. I was LOSING my home! I had no control over what was going to happen to this home. Does anyone out there get that? 

It is not like I didn't warn them as soon as I was threatened with foreclosure, that this was pending.  I was upfront with APX and called them to advise them of my current situation and called them again once the papers started to come. 

They advised me that these were my only options.  Tell me, if I can't afford to pay my mortgage payments, how do you or they think I have thousands of dollars to pay to their alarm company? 

THey told me, only upon the final phone call to them when I called to say I had put a stop payment on the last payment I could make, that if I were in bankruptcy they cancel the contract but not for foreclosure. They also had the audacity to take double payment the next month from my account without my authorization which caused another payment to bounce.

They were not authorized to take more than $39.99 and yet they felt free to just take $41.99 when they decided to break the contract and increase the amount I signed for in that contract. I get a letter informing me of this hike a few months after I signed the contract for $39.99 and was adamantly informed by the sales person this was the ONLY cost to me.

I told the manager I spoke with, that this doesn't make sense that they allow cancellation in bankruptcy as people in bankruptcy get to keep their homes whereas foreclosure you don't get to keep your home.  He was very indifferent and uncaring of my situation.

Furthermore, why would I pay out thousands of dollars it would cost over another 4 1/2 year period, for some complete stranger in MY house that I used to own, and for their security? Do you go spending thousands of dollars, putting your own family at risk, to a complete stranger's security system? Somehow I doubt it!

Perhaps you haven't struggled hard enough or long enough in life to know how these actions affect families out there in the "real" world! Perhaps you have money growing on trees in your back yard so you don't have to worry about where the next loaf of bread is coming from!

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#2 UPDATE EX-employee responds

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AUTHOR: eeeeek - (United States of America)

How could you not know about the length of the contract? Before they are even allowed to start an install a customer is required to take a telehone survey with a representative, and in that call it is verified that you understand the cost, that tax may be included, that your local government may charge for an alarm permit, and that tht you are agreeing to a 5 year contract. In order for the sale to be completed and the system being installed you must agree that you understand all of those things.
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