My husband and I, when we lived in Denver, Colorado, had a security system installed and entered into an Alarm Monitoring Agreement with Apex Alarm on May 21st, 2005. We were sold this package by two guys canvassing the neighborhood who also installed the system and seemed to have a lot of trouble doing so. We were given a fancy brochure extolling the virtues of Apex Alarm and containing a certificate for a free subscriber move provided we had a satisfactory account history and a system that was active for at least 12 months before the move.

While we lived in Denver, the equipment malfunctioned multiple times, causing false alarms, one of which we were financially liable for. The alarm would at times shriek for no apparent reason, and tech support could not come up with any solution except to disconnect and then charge me to have someone come out. The person they sent would also be mystified, but I persisted until the system was supposedly working properly again.

I never missed or was late with a monthly payment. I paid for all service calls no matter how unreasonable I thought they were. I put up the best I could with the inept customer service and tech support people.

We had every intention of fulfilling our three year initial term. We however experienced unforeseen major financial challenges. I had to go on permanent disability in late summer 2005.

In the spring of 2006, my husband was faced with a layoff. No longer able to afford our mortgage, we had to put our home up for sale. The house was sold December 5, 2006.

We were informed by the buyers that they did not want to continue the monitoring service and would not be using the security system. My husband was unable to find a new job in Denver but was hired by a company in Sioux Falls, South Dakota. When I first contacted Apex Alarm in November 2006 to inform them of my impending move to South Dakota, I was assured by an unknown representative of Apex Alarm that we would be able to continue the monitoring contract agreement by having a new security system installed in our new home.

However, when I called Apex a few weeks later to arrange for that installation, I was informed by a representative named Josephine that Apex Alarm does not serve Sioux Falls. I asked Josephine if I could then cancel the contract as they would no longer be able to provide service to us. She said no, that we would have to immediately pay off the remainder of the contract in the amount of $773.82.

I asked Josephine if there were any other remedy. She told me I could write a letter to the company to see if they would allow me to cancel due to a move for unexpected financial reasons, but she added that she didn't think it would do me any good. I then wrote a letter, dated November 15, 2006, to Apex Alarm requesting a cancellation of our Monitoring Agreement as we would no longer be able to use their services, and our move was solely due to a financial crisis and not due to any ill intent our our part.

A few days later, I received a call when I was not home from Alec in the account resolution department. I returned the call, but he was unavailable, and I talked to someone else in that department who informed me that despite the letter I had sent, I was still required to pay the balance on the contract in full and was rather forcefully encouraged to pay it off immediately using a credit card. I asked if there was anything else I could do as I thought this was unfair.

I was told there was no other remedy. Fearing repercussions to my credit rating if I were uncooperative, I therefore paid the balance of $730.83 using a MasterCard. I made it clear to the representative my extreme displeasure with their company.

After we moved to South Dakota, I contacted the BBB to see if we could negotiate a refund of the $730. I received a very pleasant letter from Michael Melzer, the same Michael Melzer who has provided rebuttals on various complaints about Apex or APX on this site. The letter stated that my contract had been cancelled, that I would get my refund, and that I had no further obligation to APX Alarm.

But then, I received another letter from the company dated two days later that contrary to their previous response, they would NOT be refunding the $730 as stated before. Instead, they would either mail us an alarm system which we would be required to install ourselves, or they would assign our account to another company. The letter was signed by Michael Melzer and included a phone number.

I called him the day I received the letter, and he informed me that the company would not allow cancellation of a contract due to a move, even if it was a move to an area they don't service and even if the move was due to unforeseen circumstances. Essentially, the company intends to keep the money no matter what the outcome. Mr. Melzer said he would look into whether the amount I had already paid can be applied to either the self-install or another company, but he never called back.

I got a follow up letter from the BBB last month containing a letter from Mr. Melzer that claimed he was waiting for ME to call HIM, so I called him, got voicemail, left a message asking him to contact me, but he has not. It is apparent to me that this company is all about money and cares nothing for reputation, customer service or ethics. I'm pretty sure I was promised 'options' that would obligate me to more money I don't have and that their offer was made to shut me up and to placate the BBB.

If I agree to a self-install, every time there's a malfunction, I will likely be accused of not installing it properly and have to pay for a service call, like I was when I replaced a battery last year while on the phone with tech support and the alarm still wouldn't work right. If I agree to go with another company's service, I'll be obligated to another three years, which the $730 I already paid surely won't cover. What part of 'I'm disabled and broke' does this company not understand??

I do not feel I am being unreasonable in requesting a refund for service that APX admits it can't provide. I had a similar situation with my cell phone provider: they talked me into a two year contract, assuring me I'd have service in South Dakota only to tell me AFTER I moved that they don't cover the state. But they let me out of the contract when they discovered their mistake because they are a quality company, a stark contrast to APX.

Moral of the story: do not EVER sign a three year contract with APX/Apex UNLESS you can absolutely GUARANTEE the following:
1) You or your spouse will not become disabled
2) You or your spouse will not lose your job
3) You will not move

There is no such thing as a free lunch, and there is no such a thing as a refund from APX Alarms.

Karen
Sioux Falls, South Dakota
U.S.A.