Complaint Review: APX Alarm Security Solutions - Provo Utah

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 Security Solutions Restrictions unexplained. Provo Utah

During the sale of the system, representative promised that disconnecting from our current contract would be "easy" and that they would assist this process. Monthly service fee of $44.99 was "guaranteed" for 60 months. No mention of the fact that I was signing a 60 month contract, and that a premature cancellation of the contract would result in my being charged "a prevailing disconnect fee." The amount of this fee was not presented, but on requesting cancellation, I was told it is the balance of the contract: $2000.00 Disconnecting from the prior server would also result in a "fee": $666.00. So much for that being "easy" and facilitated by APX. It is my belief that the sales representative totally MIS-representated the details of what I was signing, and that in reading the language of the contract, find it to be unacceptably vague and open-ended. And unexplained.

Specifically, no mention of the length of the contract or the amount of the disconnect fee, details that would have convinced me NOT to sign.

Now, despite being reassured by phone that our monthly payment is stopped, it continues to be drawn. The company is resistant to removing their equipment until the fees are settled. I feel I must cahnge my checking account entirely in order to prevent any more withdrawals by them.

Their only other option for cancellation is to "transfer" the service to another household, that being MY responsibility. Why would I attempt that with a service with which I am entirely dissatisfied...? Can't they do that with their next new contract? Totally unacceptable.

I have since filed complaints with APX, the BBB of Utah, and State of MN Attorneys General. Next, I will locate a lawyer.

Patrick K. Maplewood, Minnesota
U.S.A.