• Report: #287133

Complaint Review: APX Alarm

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  • Submitted: Tue, November 27, 2007
  • Updated: Wed, February 27, 2013

  • Reported By:Henderson Nevada
APX 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

*Author of original report: Thanx You Kyle for helping me to resolve this!!

*REBUTTAL Individual responds: Grammar

*REBUTTAL Individual responds: Grammar

*REBUTTAL Individual responds: Grammar

*REBUTTAL Individual responds: Grammar

*Author of original report: Response to Kyle - APX Alarms

*Consumer Comment: Stay far away

*REBUTTAL Individual responds: sales rep kyle fransen

*UPDATE Employee: $1 per month

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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 Horrible Customer Service, Liar Sales Reps, Faulty Equipment Provo Utah

Like many of the Reports I have read about APX Alarm, mine is roughly the same. I was lied to by sales rep Kyle Fransen about the specifics of the contract. I also was led to believe that the contract could be canceled at any time and that all we had to do was keep the sign in the front yard (he started his sales pitch this way). When the system started malfunctioning a month later, we informed the monitoring system that one of our sensors was not working. They never instructed me to call APX or their customer service and furthermore, I was not aware it was not APX I was speaking to. APX did contact my husband in August when the automatic draft was stopped. We informed them of our problems, that we were unhappy with the system (as we could not use the motion sensor) and asked to cancel. It was then that we learned that Kyle outright lied to us!

In October I received my first bill (stating I was 30 days past due). I called customer service and spoke to a woman there. She informed me that APX would not come fix their faulty equipment until I paid them in full. As I was unable to speak to a supervisor, I elected to send a letter certified mail to their corporate office. Right before sending the letter, a collections representative called me, was openly rude and hostile, and told me if I didn't pay immediately, he would turn my account over to collections! The response to my letter was little more than a form letter urging me to call the customer service hotline. I called and spoke to Victor at extension 3101. He offered me a "deal". I pay for three months of back service, APX waives one month, and they will send someone out to fix the problem. I told him this was unacceptable as I have been without service for three months! He proceded to argue with me and badger me, so I asked to speak to his supervisor. He informed me that he was unavailable. I asked to leave him a message so he could contact me a a later time. He then says that the supervisor will not talk to me because I am past due. I asked him to speak with someone who would help me. He informed me that he was in fact the only person that could help me. He raised his voice and demanded that I take the deal. I told him all I was trying to do was get this settled fairly and he stated that I was just trying to get it my way.

After being treated as such, I filed a report with the BBB, I called my local news station, filed a report with the attorney general, and am posting this report. I am most interested in ANY legal action taken against APX and I urge everyone to file reports with the BBB and their attorney general as well. After my new station contacted APX, one of the big wigs called me. We listened to the tape of my last conversation with Victor (yes, they tape you WITHOUT your knowledge!) He offered little more than Victor (he would knock off two of the four months). They clearly do not care about making their customers happy and when you suggest that you were misled by the sales rep, they treat you like a criminal!

Amanda Henderson, Nevada
U.S.A.

This report was posted on Ripoff Report on 11/27/2007 12:54 PM and is a permanent record located here: http://www.ripoffreport.com/r/APX-Alarm/Provo-Utah-84604/APX-Alarm-REVIEW-Comitment-to-APX-Alarms-executive-team-and-employees-are-committed-to-c-287133. 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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REBUTTALS & REPLIES:
0Author 4Consumer 5Employee/Owner
Updates & Rebuttals

#1 Author of original report

Thanx You Kyle for helping me to resolve this!!

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

After speaking to sales rep Kyle Fransen about my situation, he was instrumental in helping me to resolve my issue. He put me in contact with a woman who actually heard my story and DID something to help me. I got my down time credited to my account (4 months worth), a service tech came out and fixed my alarm, and she shortened my contract to 3 years for all the problems we have had. Thank you so much Kyle for helping me resolve this! Finially, someone on the APX customer's side!!

Side note: the BBB was of no help whatsoever. They want you to negotiate your resolution (which is fine) but the company doesn't have to follow the same rules. Waste of time.
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#2 REBUTTAL Individual responds

Grammar

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

I apologize for my misspelling in my rebuttal above. Spelling is definitely something that I need to work on. Lisa, I am not going to call you a low life, but it looks like you could also improve on your spelling and grammar. (Although I did find your run on sentences entertaining)
I am sorry to hear that you feel APX is not a reputable company. Goldman Sachs feels we are reputable enough to have secured a $75 million credit facility with our company.
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#3 REBUTTAL Individual responds

Grammar

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

I apologize for my misspelling in my rebuttal above. Spelling is definitely something that I need to work on. Lisa, I am not going to call you a low life, but it looks like you could also improve on your spelling and grammar. (Although I did find your run on sentences entertaining)
I am sorry to hear that you feel APX is not a reputable company. Goldman Sachs feels we are reputable enough to have secured a $75 million credit facility with our company.
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#4 REBUTTAL Individual responds

Grammar

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

I apologize for my misspelling in my rebuttal above. Spelling is definitely something that I need to work on. Lisa, I am not going to call you a low life, but it looks like you could also improve on your spelling and grammar. (Although I did find your run on sentences entertaining)
I am sorry to hear that you feel APX is not a reputable company. Goldman Sachs feels we are reputable enough to have secured a $75 million credit facility with our company.
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#5 REBUTTAL Individual responds

Grammar

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

I apologize for my misspelling in my rebuttal above. Spelling is definitely something that I need to work on. Lisa, I am not going to call you a low life, but it looks like you could also improve on your spelling and grammar. (Although I did find your run on sentences entertaining)
I am sorry to hear that you feel APX is not a reputable company. Goldman Sachs feels we are reputable enough to have secured a $75 million credit facility with our company.
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#6 Author of original report

Response to Kyle - APX Alarms

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

Kyle,

I thank you for your response. I see we have a difference of opinion here. My husband and myself were led to believe by your collegue and yourself that our only long term obligation to APX was to keep the sign in the yard. I even asked what we were supposed to do when we move in a year. When you left our home, we were under the impression that we could cancel the monitoring fee at any time as we made the deal to keep the sign in the yard to provide APX with free advertising for five years. Again, I responded how I did to the phone survey given the information that you provided me with.

It was never my intention to slander your name. I have had little success in resolving my issues with this company and was looking for a different venue to voice my concerns.
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#7 Consumer Comment

Stay far away

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

I know this doesn't help you now, but stay as far away from APX as you can. I work for a national REPUTABLE home security company and I can tell you that we get complaint after complaint about these jokesters. They have even gone as far as to go to our existing customers lying to them saying that APX has bought out our company and that they need to sign a new contract and replace the equipment. Unfortunately many people have fallen for this scam, which is all it is.

I guess I have a very hard time believing anyone like Kyle when he cannot even use proper spelling or grammer in his response. It's just another example of what low lifes this company hires. Any reputable company would only send bonded and educated sales people into their homes. Good luck with your battle, it sounds like there are many in the same situation and I really feel for you.
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#8 REBUTTAL Individual responds

sales rep kyle fransen

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

Amanda,

I read this report yesterday and am very suprized and dusturbed by your comments. I am upfront about everything on every one of my sales.

I went in to APX corporate this morning to to listen to the recorded audio conversation we had when i was at your house. You agreed 100% to the length of the contract and the monitoring rate without any questions.

I am sorry that you feel you need to slander my name on the internet when i have been nothing but upfront and honest with you. I incourage you to call apx and ask to listen to the audio conversation. I will personaly call you to discuss this matter.


Kyle Fransen
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#9 UPDATE Employee

$1 per month

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

If you want to just pay $1 month for the rest of your 60/36 month agreement they'll turn off your monitoring and you save alot of money in the long run. unfortunately you'll have to change your billing to direct invoice and send a check each month.

Knowitall
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