Beware of strong sales tactics. A salesman came to our door and badgered my wife. Although we had an existing alarm system, he said APX was better because of its wireless phone connection. He wanted her to try it for 3 days to see how she likes it. She told him she had to wait for me to get home to make a decision.
In the meantime, two installers came in and began work. They removed the old system and installed their own. They promised to put the old system back if we didn't like theirs.
When I got home I got to the facts. If we signed a 42 month contract for monitoring, the equipment was free. In Missouri, you have three days to void the contract if you have buyer's remorse or change your mind.
If you have an existing alarm system, you probably have an existing contract. They automatically renew unless you cancel them before the end of the current term. Being in the business, the APX salesman should have known we would have penalties if we switched services in the middle of the term. When we found out, we cancelled the APX contract in the first three days.
APX came and took their equipment but said it was against policy to hook our old system back up. Despite calls to their home office, we got no relief. We are now going to have to pay a $150 service charge to get our old system hooked up.
If you have an existing system don't make the same mistake my wife made.
Although the product is a good one, the fact the company wouldn't do the right thing when their salesman lied to us is all you need to know. Do business with someone else.
Regardless of which company you use, be aware that your contract automatically renews. After your initial term expires, your equipment is paid for. Cancel your contract in advance of its expiration and find a lower cost monitoring service.
The young guy who convinced me to switch from ADT to APX 3 years ago told me I would need to sign a 3-yr contract. This kid was really slick. He knew how to con someone into signing-on by explaining all of the supposed special discounts and extras I would get for switching so APX could put their sign in my yard. I thought, when he was leaving, that maybe I shouldn't have trusted him. Now, after I waited 3 yrs to switch back to ADT, APX is telling me that the contract I signed is for 5 yrs--not 3 yrs.
I had decent service from APX during those 3 yrs, but, based on their allowing contractors to deceive the public into signing-on with them, I would recommend APX to absolutely no one!
At the time that we signed an agreement with APX for alarm monitoring service the agent for APX was asked about a specific point on the contract regarding the term of the agreement. He was asked if this was really a 60 month contract and he replied "no, that means that we cannot increase your rates before 60 months, you can cancel any time if you give notice." We placed a call to cancel the service due to the fact that on one occassion that our alarm was activated, it took APX 6 hours to notify us of any alarm. I viewed this as a serious failure to perform pursuant the terms of our agreement so we attempted to cancel. They have since sent our account to collections and we are now being harassed as many as 15 times per day via telephone by a collection agency attempting to collect on the remainder of the contract. We have filed a complaint with the BBB and they still refuse to remove the charges, pick up the equipment and terminate our agreement. APX has serious problems with how they communicate the agreement with their customers and they have extremely poor monitoring service. I refuse to pay for substandard alarm monitoring service and I fully intend to see this through.
My husband died in Feb 08, an APX salesman knocked on my door 6/08. I said I'd listen to him. I'm a senior, was going through sadness and told him my credit score isn't high enough. He said, "we can use your daughter's credit score". He promised me she would not be responsible in anyway. The contract was put in my name, address, phone. She and my neighbor are listed as a point of contact if alarm goes off. She didn't sign anything. I signed. My signature is the only one listed and showing as being responsible. I had to file bankruptcy and now they are trying to collect from her and have put it on her credit reports. I've NEVER received one piece of mail from them nor has she until she started getting 3rd party calls. They just tell her..."you are responsible". But they are sending her proof to my home. I was scammed into believing the salesman...shame on me I guess however I won't go down without a fight.
I hope resolutions can also be posted.
Although I wish it had not taken so long, a representative from APX Alarm's consumer advocacy division recently contacted us in regard to our complaint (posted 09/28 with the heading: "Refusal to Acknowledge Legal Cancellation")
The consumer advocacy representative from APX was patient and took time to listen to our issues. He promised APX would review our circumstances. APX telephoned us the next day and offered a fully satisfactory resolution.
I hope this is indicative of improved response to consumer issues. If so, then I would expect the BBB rating to go up and consumer complaints (there will always be some) to go down significantly.
APX came to our door and my wife signed a contract. The equipment was installed later that day. Did not work satisfactorily at all.
We talked it over and she faxed a cancellation to APX within 3 business days, along with a letter asking them to come pick up their equipment. All nice and legal.
So, a few days later a guy from APX telephoned her in the afternoon. He's so sorry she decided to cancel. They love their customers. They care about the safety of our family. Could they please come back and bring more equipment to make it work right? Free equipment. Please? So, she finally said OK. Bad idea.
A day or two later a guy shows up. Adds some more equipment. Still does not work right.
We call APX. It's still not working for us. Well, give us another chance. We'll bring another piece of equipment. Aren't we a nice company?
Another visit. Another piece of equipment. Still did not work right (too long to explain, but we got so many unavoidable false alarms just in evaluating the setup that the monitoring company told us we would start getting charged extra for one more false alarm).
So, we disconnected the system from the lines and electrical power (which we were told would produce an immediate phone call to see if we were being held hostages or something - I get it. A joke. Utah humor). Heard nothing. We wrote APX multiple letters confirming we were canceling.
We heard nothing. For more than two months.
Finally, only after we had changed our credit card number - and only when they called to ask us for a new number -- did we hear a word from APX Alarm.
But at least there was a live person on the phone from APX, at last! A nice person from that nice company. Well, nice person, we had canceled the service. Check our file. See those multiple letters? See that written cancellation notice? Notice the whole service was disconnected from the phone line and electrical power more than two months ago? It's a no brainer.
If you've followed APX complaints you already know what's next.
Nope. Can't cancel. Not now. Not ever. Five years in full.
Now, let me make what just happened clear: My wife signed a contract. The she canceled it in writing within 3 days.
Then APX called my wife out of the blue and, over the phone, got her consent to come back and see if they could "make things right."
That was it. Period. Nothing else given for us to see or sign. Nothing.
Her over-the-phone consent (APX insists) makes an unbreakable five-year contract. This assumes an otherwise sane woman would knowingly make an unbreakable contract to a voice over the telephone for equipment and service she had not yet seen or evaluated.
They know exactly what they did. Chris (their phone guy) was very good. He played perfectly on my wife's desire to be a nice lady to nice people who just seemed to care so much about us they wanted to please have a second chance.
Of course, this whole scenario also asserts that APX can void a legal written cancellation by using oral consent made during an unanticipated telephone call they initiate -- all without any attempt to bring us any later written documents to read, think about, or sign.
There are reasons oral contracts are not supposed to be valid in these kinds of sales -- so that consumer will not just become prey to slick salespeople who manage to get a person to just say "OK" at the right moment.
There are reasons FTC and many states give some extra protections to consumer in door-to-door sales - because it is not a product or service you (the consumer) seeks out or expresses any prior interest to the company that you want.
We took all their equipment down, carefully packaged it up, photographing every step, and mailed it all back to them using signature required UPS (they did receive the package).
Many months later, after hours (!) of frustrating talking-to-a-brick-wall phone conversations, we finally sent a letter to our state's office of consumer affairs. They contacted APX. So, nice Mr. Wilcox from APX wrote that we were just being such terribly unreasonable people. He said they'd be even willing to send (yet another) technician into our house see if THEY (not us) were satisfied. The determination of a satisfactory system was their call. Not ours. And, sure, just maybe they'd even bring another piece of equipment . . .
Agreeing to let them come back to try and fix it the first time is what got us into this mess! Of course, by then (and still) we want nothing to do with this demanding and unethical company and their (in my personal non-lawyer opinions) illegal predatory tactics.
Never mind it never worked right. Never mind we canceled the contract in writing. Never mind we confirmed that multiple times in writing. Never mind we sent everything back to them and don't have so much as a screw from APX in our house. They demand and their buddies at Anderson, Crenshaw, and Assoc. (that nice collection agency from Dallas) have shouted at us for every cent of a five year contract or they'll ruin our credit or go and maybe go for our house.
Makes we want to go to Utah on vacation. Maybe Provo. Such nice people. So concerned about me and my family.
Well, heaven help to the next poor young salesperson who knocks on our door - I'll be reaching for the cattle prod as I start screaming at them to get off our property and never come back. Then, I'll think about maybe running and warning the neighbors. Shame. They just might have been from an honest company.
On JUky 18, 2009 a apx sales rep came to our neighborhood stating that our current alarm system ( Monitronics) would be out of business as of 7-31-09 and he was here to change out our key pads as it would not work after 7-31-09. Everything was free and he would take care of notifing Monitronics. I asked why weren't we notiied Johathan ( sales rep) said that's what fly by night companies do. Several of us in the block had this switched over - about 2 or 3 weeks later, I receive 2 billings 1 from Monitronics the other from Apx . I called Momitronics they did not go out of bisiness in fact they are going into there 15th year. I explained what happened and they also are investigating. I call to cancel APX I was told it would cost well over, 1, 800.00 to do so. I just want Monutronics back free and clear I never had a problem the 5 years I was with them . Sales rep refuses to call any of back. It's a shame you have to get business on a lie/ scam. I hate to see how many other people he scamed on the way.
So I was pushed into the same 5 year contract scam too! We were pre-selected as one of the model homes in our neighborhood and our neighbor got one too! RIGHT! I don't know how desperate these door-to-door kids are, but that PUSH is Terrible! I can honestly say we were pushed into something I did not want. I was told that my alarm would be already registered with our PD, and "not to worry about it." A fine of $160.00 later from PD, I had to register this myself, and still havent been refunded. Complaining to Customer Service is a joke! Its al a BIG lie! Nothing ever gets accomplished with them. The equipment is still in my house, untouched! I am still in the dilemma and want to get OUT!HAHA and the biggest joke is that the contract is under my daughters name, who by the way doesn't own my house! To all who are "considering, " don't do it! I am sure there are better companies than this one out there, its easy to push you in BUT its hella hard to get yourself out believe me!
We got stuck in this scam, we had just moved to Colorado and were unpacking late one night and some guy in a white shirt came up to the door and talked us into getting an alarm. We were tired and it had been a long day I wish we would have thought about it more. We got stuck in a 3 year contract that thank god is up at the end of June 2009. The thing is though that I called the company to make sure that they shut the alarm off on the day our contract ends. They told me that I couldn't do that because the contract is in my husbands name, well I know for a fact that my husband had put my name on the contract and he had them put my phone number as the main number to call because he is in the military and deploys often. I called the company and told them about our situation and that I have a power of attorney and my husbands orders and they said all I had to do was mail that and a letter to them and they would turn off the alarm.My husband had to call from the place he is deployed to and tell them to cut off our services at the end of the month and guess what, they acted like I had never called them or sent them a letter. They said we had to give a 30 day notice and now we have to pay for an extra 17 days because the company won't turn off the alarm. The lady he talked to was very pushy and tried talking him in to keeping the alarm, he had to tell her several times we were not interested. I just want to know why they want us to pay an extra 17 days past our contract because they refuse to turn the alarm off. DO NOT GET AN ALARM FROM APX. They are expensive and not worth it at all. I will be glad when we can finally get rid of this stupid alarm.
False alarms, police arriving, me being charged for it! I do not know if the alarm is for real or if it's "messing up", again. I am more afraid now than I was without it.
PLEASE do not fall for the same thing i did A nice man came to my door selling an alarm system acting very...