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 The Good, the Bad, and the Dishonest Provo Utah

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.