• Report: #278344
Complaint Review:

APX Alarm Security Solutions, Inc.

  • Submitted: Thu, October 11, 2007
  • Updated: Wed, February 27, 2013

  • Reported By:Auburn Hills Michigan
APX Alarm Security Solutions, Inc.
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

*UPDATE Employee: Auto Renewal Clauses are Common

*Author of original report: Resolved

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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.


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..



APX Alarm Security Solutions, Inc. Unethical business practices, tricks you into automatically renewing contract Provo Utah

I signed a contract with this company for 3 years of service. I have a copy of that contract, but nowhere on that contract does it state that to cancel my contract after the 3 years, so it doesn't automatically renew for another year, I have to send them a letter requesting they don't automatically renew it.

So, I did what any normal consumer would do and called them after the contract was up to cancel the contract, and make sure it's cancelled. But they told me that they automatically renewed it for one year and it will cost me over $300 to cancel it! I was stunned to say the least.

The salesperson that came by, doing a door to door sales pitch thing and getting me signed up because installation was free, equipment was free, etc, never mentioned this to me. I also don't have a copy of any contract I signed that mentions this stipulation, so I asked them to send me a copy of the contract I signed because I was never given a copy of it.

So since I've missed writing them a letter by one month they've renewed my contract for a year and won't let me out of it without paying them over $300. I understand if they auto renew it, but not letting a customer out of it without paying them a penalty? That's just unethical and wrong. I know that cell phone companies charge a penalty if you want to get out of the contract early, but they don't automatically renew it and then lock you into it if you want to cancel like this.

I'm disgusted with this company. They basically are taking advantage of the fact that some people may miss or forget to send them a letter, or were never verbally told about it at all, and then they get another year's worth of payment from the customer whether the customer likes it or not.

I don't even have a land line any longer, we haven't for awhile, so I haven't even been using the alarm at all, which is why I wanted to cancel. So now I'm stuck paying $35/mth for another year for a useless system that they won't cancel without charging me.

I know, shame on me for not reading the contract fully. But shame on them for operating in this shady manner. No one hardly ever reads the fine print in these contracts, you depend on them to truthfully give you a summary of the contract and trust them on it.

I would NOT recommend doing business with this company...EVER.

I've filed a complaint with the BBB of Utah as well as my Michigan State Attorney General's office. This just isn't right.

Liberty dave Auburn Hills, Michigan

This report was posted on Ripoff Report on 10/11/2007 04:00 AM and is a permanent record located here: http://www.ripoffreport.com/reports/apx-alarm-security-solutions-inc/provo-utah-84604/apx-alarm-review-comitment-to-apx-alarms-executive-team-and-employees-are-committed-to-c-278344. 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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Updates & Rebuttals

#1 UPDATE Employee

Auto Renewal Clauses are Common

AUTHOR: Christopher - (United States of America)

The auto renewal clause is standard in the alarm industry, it is not just APX that has it but other companies such as Monitronics, and Vector Security.  Not only do alarm systems have an auto renewal but there are phone companies as well such as Access Comunications have auto renewal clauses written in thier contracts.  Even the website Classmates.com has an auto renewal clause.  Now I don't know of your contract specifically, however in every contract I have ever seen, I have seen the clause, bolded in most cases.  I am sure that it is a way to keep a customer paying, just like you said but it also serves to protect the company.   There are several liabilities connected to preforming without a contract, and the auto renewal clause is one of the ways many companies deal with protecting that liability.
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AUTHOR: Liberty dave - (U.S.A.)

I received a copy of the contract from APX Alarm that I had signed. As I thought, nowhere on the contract does it state that they will automatically renew the contract, or that I will be penalized if I want to cancel the contract early after they automatically renew it.

I received a call today from APX Alarm today, they are going to cancel my contract and not charge me anything. They said they cannot legally hold me to the contract since I didn't agree to those terms.

I've already filed a complaint with the Attorney General's office of Michigan as well as with the BBB of Utah, so when necessary I'll let them know of this resolution as well.

It's too bad they had to give me trouble like this, but it is resolved.
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