Complaints
Customer Complaints Summary
- 47 total complaints in the last 3 years.
- 31 complaints closed in the last 12 months.
If you've experienced an issue
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:23/11/2022
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.
This company sends automated emails about payment, but doesn't return phone calls or reply to emails. I called on September 22 and left a message. Nobody has returned that call 2 months later. I sent an email on October 15. Nobody has replied to that either.
They called regarding an alarm at my home at the end of September. They called my landline and then the police. They didn't call my cell phone (the number they had on file was wrong by one digit - their issue, not mine) and they didn't call any of my keyholders. So the back door to my home was open all day for 10 hours and someone could have come in to steal all my belongings. What am I paying a security company for?
******** **** ** * ******** **** ******* ** ******** ********
Business Response
Date: 23/11/2022
September 22 a back door alarm was received, *** *** **** was called and a message left
The police were attempted to be dispatched however would not attend as only one zone which was the back door alarm has tripped, they would not attend on one zone
You spoke to an operator at 17:27 and provided a new number indicating the one we had called was wrong
Customer Answer
Date: 24/11/2022
Complaint: ********
I am rejecting this response because: does not address why keyholders on file were not called.
Sincerely,
Melissa ******Business Response
Date: 30/11/2022
The list was not called due to an error on the operator's part and the error was reviewed with the operator at the time of the initial complaint, we can understand the customers frustration we have added a 3month credit to the account to restore faith, also note customer will still receive an invoice we will not pull the payment
She has been left a message as well
Sincerely
Rose ******
National Operations Manager
***** ***** ****
**** ***** * ************
****** ************************ ****************Customer Answer
Date: 01/12/2022
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. I hope that there will be better communication from the company going forward so that these types of situations can be avoided altogether.
Sincerely,
Melissa ******Initial Complaint
Date:15/11/2022
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.
We had been a client of ****** (now called API) and its predecessor companies for many years. In September 2021 our security system malfunctioned and repeated calls to the local office failed to resolve the problem.
****** then offered to replace the system upon our signing a new five-year contract. We read the contract and, finding it too draconian, declined to renew. All this was communicated to ******* ** **** ******** *** ***** *********.
We also stopped paying ******.
For more than a year since then ****** (API) continues to bill us by email and regular mail as well as pestering us with text messages and telephone calls.
We want nothing to do with ****** and want them to stop harassing us.Business Response
Date: 15/11/2022
Hello
Our apologies for the frustration this has caused, we have engaged ****** for a response and a member of our API team will reach out to the customer direct today
Sincerely
Rose
Initial Complaint
Date:03/10/2022
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.
Couldn’t set alarm so called for tech support. Called on 3 separate occasions. Last
Call fellow was very
Nice and said that no one from tech support had called in or called me back. No idea why. So that’s 3 nights in a row I haven’t been able to set my alarm. **** ****** ** ******** **** ********** ** ****** ***** **** ** **** **** ** * *** *** * **** ******** ****** **** ******totally unacceptableBusiness Response
Date: 03/10/2022
Service attempted to reach out , they will try again
Thank you
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.