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.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!