The Good (These are my subjective opinions, but I also want to give credit where credit is due): Top notch equipment (Honeywell), a very neat and professional installation, and the 3-day cancellation was clearly presented. Also, when we cancelled within the 3 days allowed, APX got back to us within 2 weeks, asked what they could do to keep us signed up (too late), then, in a few more days, another courteous tech showed up to remove the equipment, neatly filling and smoothing the holes left in the walls. Within a few more days, we received a check for ALL money we had paid them. Yes, I strictly followed the rules and time limit when mailing the cancellation, including sending the letter certified/return receipt requested - had I not done all that, we probably would have been stuck.
The Bad: I hate taking advantage of the 3-day escape clause, but when they show up at 8 p.m., and then the installer "just happens" to be in the area, you aren't given much time to check them out - my bad for not getting complete pricing up front and making them come back another day. However, I figured that if things looked flaky when I had a chance to check them out, I'd have the cancellation option to fall back on if there were problems.
The Dishonest: First, like others have stated, they gave me this "equipment-is-free-if-we-can-use-a-sign-in-your-yard-to-advertise-in-the-community" malarky. (I know - I should have ended it right there). Later, when I compared other companies' monthly subscription rates (when you purchase the equipment up front), I realized that I was paying for the equipment in significantly higher monthly subscription charges.
Second, until you sit down to do the paperwork, you are led to believe that the basic package includes one smoke/fire detector. Then you find out it's another $100 worth of equipment, if you want it. When they called about the cancellation, they said the cellular connection was one reason the monthly rate was higher, but no mention of that was made when we signed up.
It's too bad; they screwed themselves, as far as I'm concerned. If their salesman had been totally up-front about pricing and what was included and what was optional BEFORE we did the paperwork, if they had not used a do-it-fast-late-at-night approach, if they didn't use the phony free equipment line, and if the quality of the sales presentation had matched the quality of the equipment and the professionalism of the installer, we would probably still be customers.
Bill
Dodge Center, Minnesota
U.S.A.
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