Complaints
Customer Complaints Summary
- 47 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After many attempts to cancel this service of monitoring (which only worked for the first year of 5) and speaking to a lady last year who said she would put a note to cancel it on file, they are now sending me invoices in the mail. I have contacted them through their email to inform them, I do not want their services, but yet still get invoices.
Business Response
Date: 04/07/2025
Hello,
Our apologies we did not receive the cancellation request from ****** whom we have engaged, they have sent the documentation to us now, the account is cancelled and all of the invoices have been cancelled.
Sincerely
Rose
Customer Answer
Date: 04/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Noreen *******Initial Complaint
Date:06/06/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had originally filed a complaint about ****** **** *** ( compliant #********) in March of 2024 to resolve an issue we were having with our alarm panel. Our system was down from Dec 2023 - Sept 2024 and ****** refused to send a technician out to fix our panel. Finally after 9 months ****** agreed to fix out system. April 17th, 2025 we received a notice saying our account is overdue. This was the first time we had received an invoice. I immediately emailed customer care as they requested April 17th, 2025 disputing the charges as they were charging us for the months our system was done. I did not hear back. On May 5th, 2025 I followed up on my email. I received no response. On May 16th, we received another email stating our account was overdue. I again responded to customer care as they suggested. API alarm responded on May 20th, stating they would waive invoices for the months we did not have service (Dec 2023 - Sept 2024). They wanted us to clear our account first. On May 20th, I responded that I wanted a revised invoice. I followed up again on May 28th as I had not received a response or a revised invoice. API alarm responded on May 28th and refusing to revise our invoice. I checked our credit card statement and had found that API charged us 3 times in March and 2 times in May. I responded again requesting a revised invoice and notified them of the triple payments. They have not responded. Since I last wrote API they charged our credit card again on May 31st for $*****. This is over our contract value. It is supposed to be a monthly charge of $*****. I have included the invoice and email correspondence. My desired resolution is to have a revised invoice showing the correct amount owed - including all the over payments. An explanation as to why I am now being charged more than our agreed contract rate.Business Response
Date: 11/06/2025
Hello
Have emailed Michael direct and updated the account , invoices have been cancelled, 3 payments will be refunded and a 2month credit is being added to the account
Rose
Customer Answer
Date: 16/06/2025
Complaint: ********
I am rejecting this response because API is stating we owe $****** - which is not correct. Also, I have not received an updated invoice reflecting any credits on my account, so I have no idea where that value is coming from. I was again doubled charged in June on the 1st for ***** and then again on the 10th for $*****API is also claiming the increase in cost is due to an upgrade in service that we were notified about - we received no email. I did not agree to this upcharge, so I will not be paying it.
I believe with all the overpayments on the account and the waived fees from 12/01/2023 - 09/01/2024 , I owe $******
To reiterated I have been over charged the following:
March 03 charged $*****
March 31 charged $*****
May 23 charged $*****
May 31 charged $*****
June 10th $*****
TOTAL $******
Invoice provided on May 25th stated I owed $****** - with the 10 months removed it is $******
Minus all the over payments $******
I want a revised invoice showing the correct amount owed. If my credit card is charged again I will be filing a complaint with my bank.
Sincerely,
Michael ********Business Response
Date: 16/06/2025
Customer has been emailed to clarify what in addition he is looking for
Dec 2023- SEPT 2024 invoices cancelled
2 month credit placed on the account for the frustration
3 months were refunded
Customer Answer
Date: 19/06/2025
Complaint: ********
I am rejecting this response because:As previously stated I have overpaid $******* API has stated they have provided me with a refund. I only received a refund of $*******
I have requested an updated invoice reflecting the current amount owing and API has only sent me screen shots of their system showing our account information.
I am again requesting:
An updated statement of account
Credit for the remaining balance what was over paid ($*****) . Should they not refund, then this should be reflected on the statement of account.
An updated invoice showing any monies owed on the account.
Sincerely,
Michael ********Initial Complaint
Date:23/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
-Purchased home in May 2024 and took over the account
-Equipment is not working, requires updates. I cannot use the service. I've tried many times to call and email. Have left multiple voicemails.
-Received a notice in April 2025 that I have multiple invoices outstanding and will be sent to collections
-Tried calling over 30 times, I was only able to speak to someone once. They told me they can't credit the past invoices. I tried to explain that I won't pay for the months when the service was not working. Nobody called me back.
-I just want my the past months credited, my alarm fixed, and to pay each month moving forward once it's fixed.Business Response
Date: 23/05/2025
Good Afternoon
Our api service team will be arranging a no charge service visit
i will be crediting the invoices due to service down time
Sincerely
Rose
Initial Complaint
Date:23/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted in writing my cancelation request for my account. I received a response acknowledging the request for cancelation from a rep named Alexa *****. I just found out they have been still charging me since January 2024 and have my account in arrears for *******. I included my contact info in my cancelation request and it is the same contact information in my account and not once since sending the request has anyone contacted me.Business Response
Date: 26/05/2025
Hello
****** **** failed to advise API alarm to close the account, we have cancelled the account and the invoices that were outstanding
Sincerely
Rose
Customer Answer
Date: 26/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
Melissa ** ****Initial Complaint
Date:07/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
09 Oct 2024 until present, This alarm company has been billing me $***** plus tax for monitoring an alarm system which is non operational. **** the equipment is too old to get parts for and I now have to pay $*** and sign an extended contract for another three years but be for they will do that I have to pay the outstanding balance of$****** plus another bill for may of $*****. I have been dealing with these people for months to no avail. I am unable to cancel the two year contract without paying out the contract in full. I don’t know what else to do or where to turn. Customer # **************Business Response
Date: 07/05/2025
Hello
api recently assumed the ****** account, operational issues prior to would not be the fault of api, we will attend at no charge to fix the install issues from the original installation and credit the ****** owing on the account
Thank you
Rose
Customer Answer
Date: 07/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Sincerely,
Paul *****Initial Complaint
Date:06/05/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
*******API alarm company. I cancelled my service back in 2023. This company continued to bill me into 2024. I called numerous times to confirm my cancellation and the company just gave me the run around. Often just trying to get me to stay. The reason I cancelled the service was due to the cameras quit working and a technician came and took them in 2022 and said he would order new ones and replace them. I never received new cameras. After almost year I called and cancelled the service in 2023. They continued to take money out of my account until July of 2024. I put a stop payment in my account because it was clear to me that this company was not listening to me. I received an email on 4/15/2025 that I was 9 months behind on my bill and that I needed to pay. This was the first communication I received from API, because my contract was through ******* It seems to me that they would have notified me immediately when they noticed they didn’t get paid. But instead they waited and billed me for 9 months and this time there was a number for them and not ******* When I called they said it was in my contract that I had to email and cancel the service. This is not the case. I have my original signed contract that says I only need to call and I advise them 30 days ahead of time. Which I did numerous times. **** ******* ** ******* ** ******* ******** *** ****** ********* ** ****** ********** They do not provide the services stated and do not follow their contract. My system hasn’t been turned on in over 5 years and I can’t even get a manager or supervisor on the phone or a call back. This company had the nerve to send me another bill for 5/15/25.
I did email to get them to cancel my service on 4/16/25 and I received an auto email that said I would hear from them in 2 days and I got no response. I had to call them back on 4/28/25 and they said they never received the email.
** ********** ********* **** ** *** *** ************ ** **** **** *** ****** ** *******Business Response
Date: 06/05/2025
Good Morning
API did not receive the documentation or history of the account from ******
the account has been cancelled as well as the invoices on the account
Customer Answer
Date: 15/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.As of this time when I called the number I was still being billed for all those months of service. How long before those are taken care of? 8/2024-5/2025.
Sincerely,
Shannon *****Initial Complaint
Date:29/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have been trying to cancel this account since July 2023. I have contacted both ****** and API Alarms several times, both by phone and email, with requests to cancel. I keep getting redirected to the other company or ignored al together.Business Response
Date: 29/04/2025
Hello,
To date there has not been written notice emailed to ****** to cancel the account, several attempts were made by ****** home to discuss the customers balances, ****** had not received a payment since 2023, there are no service requests on file from the customer, the customer was in original contract term up until April 2025.
The account will be cancelled and a final invoice for outstanding invoices sent. ********* **** ********
Thank you
Rose
Customer Answer
Date: 29/04/2025
Complaint: ********
I am rejecting this response because:I have a number of emails that are an example of the avoidance of cancelling the account with no actual ability to speak to a live person. I have tried on several occasions to cancel by phone as well.
* **** ******** ******** ** ******* ******** ** ***** ** **** ** ******* ********** There were a number of phone conversations as well requesting the cancellation. ***** ** ********* ******** ** ******* **** ******* ** **** *** ****** ** **** *****
Sincerely,
David ******Customer Answer
Date: 30/04/2025
Complaint: ********
I am rejecting this response because:I have uploaded the email communications to the BBB. I will not be making any more payments to API. The contract submitted by API was not mine.
Sincerely,
David ******Business Response
Date: 12/05/2025
Good Morning
The account has been cancelled as well as the invoices on the account.
Please advise the customer to disregard invoices previously sent
Thank you
Customer Answer
Date: 12/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
David ******Initial Complaint
Date:25/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
on 4/11/2024 we activated an alarm system with API. Today the alarm inadvertently went off, called monitoring and they had no record of our address and no alarm showing. They showed our address as another property we own but has no alarm. We have had no alarm functions for the total time they hooked it up. I talked to more than 6 people for over an hour with not resolve...will opt out of system. Still haven't talked to anyone that can resolve the differences or answer any questions....Business Response
Date: 29/04/2025
Hello,
Manager Neil has reached out and issues have been resolved
Sincerely
Rose
Initial Complaint
Date:22/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have made multiple attempts to contact A.P.I. Alarm to update payment information and to discuss moving.
Back in November, we had to cancel our credit card for security purposes. To make sure we could continue to make payments, I called A.P.I. to change our information but no one got back to me. On Wednesday, I received an email saying that we are 90 days over due on payments and that they have made multiple attempts to contact me. This is not true. This week I have sent 3 emails and made 5 phone calls without any return.Business Response
Date: 29/04/2025
Customer was contract and issue resolved April 23rd
Thank you
Rose
Initial Complaint
Date:22/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
****** I had used API service when I lived in Alberta. I moved to Quebec in October 2022. This past week I received an invoice in the mail with my incorrect address.
I have called and left messages to both phone numbers. I have also sent an email.
I have been unable to speak with someone to make a payment on this invoice.Business Response
Date: 29/04/2025
Hello,
This has been resolved directly with Anna and next steps outlined via email to her.
Thank you
Rose
Customer Answer
Date: 29/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Anna ********
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