BBB cautions consumers about home security company

Here is the full news release from the Better Business Bureau:

The BBB Serving Western VA is cautioning consumers about APX Alarm Security Solutions, Inc. a door-to-door alarm security sales operation which is making its way through the area. To date, APX Alarm Security Solutions, Inc., does not have a license to solicit in Roanoke County nor the Town of Vinton.  Some of the company’s sales representatives have purchased a peddler’s license in Roanoke City. 

APX Alarm Security Solutions, Inc. has a B+ Rating with the BBB in Salt Lake City, Utah, where the company is headquartered. The BBB has processed 1,479 complaints about this company in the last 36 months. 

“Consumers should be aware that many door-to-door security system sales often involve hidden costs,” said Julie Wheeler, president of the BBB Serving Western VA.  “Sales people sometimes convince consumers to purchasing multi-year contracts which can cost hundreds of dollars.”

When considering a burglar alarm or security system it is important to remember that there is no such thing as a completely burglar-proof alarm system. No national standards specify required levels of performance, and the best protective device cannot compensate for a lack of basic common sense.

If you decide on an alarm system, check with BBB for a Reliability Report on the company, ask friends and neighbors for references and always use comparison shopping.

Consider the following tips before purchasing a security system for your home or business:

1. Some companies will offer a “free” alarm system. While the equipment and installation may be free (make sure this is in writing), there is a monthly monitoring fee. When you compare costs, make sure you compare all the costs.

2. Find out about local building codes and regulations regarding burglar alarms (including costs for false alarms).

3. Check out the company that will be monitoring your system. Ask if it is the same company you are signing a contract with. If not, make sure you obtain the name, address and phone number of this company and check their BBB report.

4. Consider advantages and disadvantages of each system and decide which will be best for your particular situation.

a. Does the company call you first before notifying the police?

b. Does the company have a security patrol car that will check out the alarm and if necessary call the police?

c. How soon after the alarm sounds will you be notified?

d. What happens if the alarm company is unable to reach you when the alarm is sounding? Is the alarm reset? Are the police called? Are alternate numbers called?

e. Ask for procedures in writing, so you can anticipate how you can best handle the situation.

5. Deal only with reputable firms and check out the company at BBB’s website, http://www.bbb.org.

6. Don’t be pressured into buying something you don’t want or need. A reputable company will let you check out the offer and compare bids from several installers.

7. Make sure it includes all promises made by the sales person. If the promises are not in the contract, don’t sign it!

8. Study the contract carefully. Confirm information such as:

a. Installation price, monthly price, and length of the contract (most contracts are for at least two years). Make sure that any free or discount offers have been added into the written contract.

b. Your time frame for canceling the contract. The Federal Trade Commission requires that at least three days be provided to cancel. For more information, visit http://www.ftc.gov.

9. If you are planning on moving ask what happens with your contract, and get that information in writing. 

10. After your purchase, make sure you check the system routinely to be sure it is in working order.

11. If you are having problems with your alarm, make sure you document dates, times, who you talked with, who came out and what was fixed.

Consumers should use caution before agreeing to these types of offers.  If contacted by a telemarketer or any door-to door salesperson, use these basic guidelines:

If you’re not interested, say good-bye and hang up or shut the door.
Listen carefully to the initial sales presentation.
Don’t be afraid to interrupt and ask questions. 
If it sounds like a good deal, ask the salesperson for his or her name, and the name, address and telephone number of the company.
Contact the BBB for a Reliability Report on the company.
Ask to receive a written copy of the sales terms. 
Make the check payable to the company, not to an individual. Do not pay in cash.
Ask to see the salesperson’s Peddler’s License. If he will not present it, cease all business transactions and notify the police.

Consumers may contact the BBB for information on these types of companies.  The BBB can be reached at 342-3455 or 800-533-5501 and on the web at http://www.vawest.bbb.org.