- Report: #306001
Report - Rebuttal - Arbitrate
Complaint Review: Apx Alarm
Apx Alarm5132 North 300 West Provo, Utah United States of America
APX Alarm REVIEW: Customers feel safe, confident, and secure when doing business with APX Alarm. APX Alarm's commitment to client satisfaction, exceptional customer experiences. APX Alarm is committed to resolving complaints and answer questions of all types. Customer feedback matters! Provo Utah
*UPDATE: APX Alarm recognized by Ripoff Report Verified as a Safe Business Service.
*UPDATE Employee: Technician from APX Alarm Reveals Information on POOR TRAINING
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 Lied, Fraudulent, Horrible customer service, Refused to honor cancelation Provo Utah
Well after reading tons of these reports I'm just another victim to a predatory company.
During the summer of 2006 a male salesman came to my door asking if I would be willing to allow my house to be a test home for a new alarm company. The individual stated that I could cancel at anytime. They stated the alarm equipment would be provided free of charge. After the individual convinced me I could cancel anytime, the Monitoring fee would be low.
The salesman called a number and answered a bunch of questions on the phone. Supposably activating the system. (After reading here he was answering the automated customer service questions) About an hour later a child (couldn't be over 18) showed up to install the alarm. It took him about 5 hours to install the alarm system. This included calling another "tech" to my house to install it.
He asked me where i wanted my alarm and I told him near the garage area.. He wanted to put the key pad on one side of the wall and the Box on the other inside my bathroom. When i told him this would be unacceptable he got upset and started cutting and drilling holes in my wall. The install looks horrible at best and has required me cleaning up the holes with puddy.
The installer left drywall all over my floor, broke my light in my crawl space.
The alarm system operated ok for about 4 days, when it decided to go off. I work as a Police officer for the area where my home is located. The alarm went off showing multiple trips. ( Both front and rear doors) (both motions) as well as fire alarms. Well the dispatch center for my city sent the calvery. (2 police officers as well as fire and medical) Come to find out the alarm was poorly installed and all trips were false. It took me about 30 minutes on the phone with " tech support" to get them to turn off my alarm or place it in test mode.
At this point i tried to cancel the service because I was extremely dis-satisfied and embarrassed. And remember the salesman said i could. I told the customer service to come get the equipment and cancel my contract. But was told i'd have to send in the cancellation request on the paper in my registration packet.
After having to wait another day and send the cancellation request in i was told by APX customer service I was 1 day too late to cancel my contract. They stated they would send a professional installer out to my house to correct the issue. When he arrived he looked over the system and laughed. He stated he had to remove everything and replace it with new stuff because the previous installer didn't know what he was doing. He stated wires were sparking in the control box which was very dangerous.
I told him I just wanted the system removed. He said i needed to contact customer service again and let them know. Which i did and received the same rude response. The new installer took about 1 hour to complete the job and thru in some extra door sensors for my trouble.. (great) Well a week goes by and the alarm malfunctions again. This time i was able to cancel response to my house and save the embarrassment. Upon contacting the professional installer he came out and again tried to fix the alarm but couldn't. He disabled the system completely and stated he'd return the following week with more parts.
I again tried to cancel the service as they were no keeping up on their promises. About a month goes by and he returns with a new cell unit . He replaces the cell unit and the keypad unit again. The alarm now works sort of. It has had multiple false alarm activations ect.
I've contacted customer service multiple times who surprisingly don't have any recollection of my calls. I spoke with a female who works with the president regarding my issues. She stated I could cancel and understood my frustrations with the system. 2 days later i receive in the mail a letter from APX stated i could not cancel due to the contract. If i wanted to cancel I'd have to pay the 3 years service in full. I contacted the female again who said i could cancel and she said she was mistaken and due to the contract her boss wouldn't let her cancel my account, however as a token of their appreciation they'd give me a free month. (Not to mention my alarm as been inoperable for a month)
This company is a scam and uses pushy sales tactics. They change their minds frequently as to how much they can help as well as flat out lie to you about what can be done about issues or cancellation.
If there is a Class action law suit already pending against this company please forward me the information. I am sending a more detailed and attachments to the attorney general for his review.
Bryan Parker, Colorado
This report was posted on Ripoff Report on 02/04/2008 01:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/Apx-Alarm/Provo-Utah-84604/APX-Alarm-REVIEW-Customers-feel-safe-confident-and-secure-when-doing-business-with-APX-306001. 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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