ComplaintsforApex Smart Home

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Subject: Apex Smart Home Deceptive Business Practice APEX SMART HOME ****************************************** Phone: ************ Email: ************************************************* On September 5, 2023 - **** from Apex Smart Home talked to my tenants at ************************************************* about home security services. They agreed to the terms, service commenced and they paid Apex Smart Home directly.My involvement with Apex Smart Home representative **** came about when I contacted the company to remove the security system they had installed in my property without authorization. They claimed that the previous tenant had procured the services. I had built-in security cameras and a control pad. Apex Smart Home had interfered with the infracture and replaced my security with theirs. Upon talking to ****, he begged that I allow him to talk to my new tenants to offer security services. I was hesitant but eventually gave his contact to my tenants with a caution that I thought his services were more costly than Xfinity and such. My lease agreement does not require tenants to get security services, they do it of their own accord. After all, I had built-in security that was compromised by Apex Smart Home. My tenants called **** and he informed me shortly after that they had accepted his services. I was very adamant and clear that their dealings not be associated with me. **** proceeded to sell me landlord *** security coverage. The coverage would only be applicable during vacancies (similar to utility *** services). All was good. The tenants paid for his services until they stopped. I started receiving calls from Apex Smart Home billing about unpaid invoices. My tenants were still living in the property with no problems. Apex Smart Home billing demanded that I talk to my tenants to pay them. I told them I was not their debt collector. They continued with harassing calls and emails claiming that I am the landlord, therefore, I owe them. Trust was broken.

  

  Business response

  02/23/2024

  
  Dear ****,

  I hope this message finds you well. I want to extend my sincerest apologies for the inconvenience and frustration you have experienced in your dealings with Apex Smart Home. As the Vice President of Sales, I take full responsibility for ensuring that our customers receive the highest level of service, and it deeply troubles me to hear about your negative experience.

  
  First and foremost, I want to express my regret for any miscommunication or misunderstanding that *** have occurred regarding the terms of our agreement and the expectations surrounding billing and tenant interactions. It is clear that there was a breakdown in communication, and for that, I am truly sorry.

  
  Upon reviewing the details of your complaint, it appears that there were discrepancies in your review and the contractual agreement.  The contract we have has your name, your personal credit card number, your call inquiry and a signature signed by you, the homeowner, and our representative in September 2023.  As a company we only set up our monitoring agreements with owners of properties, not with tenants as our equipment adds value to homes and protects tenants.   I want to assure you that our intention was never to cause you any undue stress or inconvenience. Our representative's interaction with your tenants was solely to ensure their understanding of the services provided and to facilitate the setup process. However, it is evident that communication with you regarding billing and payment responsibilities if your tenants were to default on payments, which they did, or your property was vacant was clear and in writing.  

  
  Please know that your feedback is invaluable to us, and we are taking steps to prevent similar issues from occurring in the future. If you have any further concerns or would like to discuss this matter in more detail, please do not hesitate to contact me directly at ************

  
  Once again, I apologize for any inconvenience this has caused you, and I would  appreciate your patience and understanding as we work to resolve this matter. 

  
  Warm regards,
  ***********************
  Vice President of Sales & Marketing Apex Smart Home
  

  
  

  Customer response

  02/24/2024

  Complaint: 21332014
  
  I am rejecting this response because:
  

  Deception, not misunderstanding is what I am a dealing with. I had security cameras in the property long before Apex installed equipment, unauthorized. My initial contact was with **** was to ask that he removes the equipment. I never sought Apex Smart Home for services. I had security cameras in place. 

  *************, deceived, and conned his way to get to me. I was adamant that he remove his equipment. What would I need your security for?  Why was he so quick to tell me that my tenants had agreed to his services. No fair terms would ask someone to be financial guarantor of strangers. Lease agreement with my tenants does not require tenants to procure security services. They do it at their own accord. **** got my credid card for gap coverage during vacancies, and I agreed to the gap because I was sympathetic to his sob story. Apex violated my trust once you implicated me on the tenants dealings. What would have been the incentive for them to pay if they were told they didn't have to?

  I never invited you to my property. You interfered with my security infrastructure. I had security long before you violated my property.

  I have gap coverage with utility companies - gap coverage does not implicate property owners with tenants obligations. 

  Please remove your system from my property and replace with my original system. 

  You misrepresented and deceived to implicate me. I did not need you. 

  Regards,
  
  ***********************

  

  Business response

  05/08/2024

  ****,

  We again, apologize for the misunderstanding that *** have occurred regarding the terms of our agreement. As General Manager of the Security Team, I can assure you that **** had long discussions with you personally and set forth the proper expectations. You provided contact information for yourself, provided billing information, and signed an agreement yourself. No one forced you to do any of those things, those actions alone show that you understood was what happening the entire time and that you willingly provided that information.

  We stand by what we wrote in an earlier response:

  "Upon reviewing the details of your complaint, it appears that there were discrepancies in your review and the contractual agreement. The contract we have has your name, your personal credit card number, your call inquiry and signature signed by you, the homeowner, and our representative in September 2023. As a company we only set up our monitoring agreements with the owner of the properties, not with tenants as our equipment adds value to the homes and protects tenants. I want to auure you that our intention was never to cause you any undue stress or inconvenience. Our representative's interaction with your tenants was solely to ensure their understanding of the services provided and to facilitate the setup process. However, it is evident that communication with you regarding billing and payment responsibilities if your tenants were to default on payments, which they did, or your property was vacant was clear and in writing."

  Once again, I apologize for any misunderstanding and inconvenience. We look to settle this matter with you soon.

  *****************************

  Customer response

  05/17/2024

  Complaint: 21332014
  
  I am rejecting this response because:

  Apex Smart Home keeps changing the narrative to cover the fact that they entered my property in 2022 without my authorization.  Removed fully functioning alarm system without consulting me. Installed their system and took the control pad that was in place.  They continue to perpetuate lies - Apex Smart Home is a predatory, fraudulent operation, and consumer should be warned.
  
  Regards,
  
  ***********************

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