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Business Profile

Security Systems

Advanced Protection Network, Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems.

Complaints

This profile includes complaints for Advanced Protection Network, Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

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Advanced Protection Network, Incorporated has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    Submit a Complaint

    The 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.

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    • Initial Complaint

      Date:10/26/2023

      Type:Billing Issues
      Status:
      Answered
      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 cancelled my service with APN after 5 years. My contract was up in September, so even though they did not provide monitoring service during that time, I agreed to finish my 5 years. They took an extra 57. 54 from my account in October, even after I had cancelled according to their instruction.I never had any problem with this company before this problem. All of the years prior, every single time I called the company they immediately picked up, when I needed help, they came up, within 24 hours. They were stellar. I have not had any issues for a long time, until my system started to malfunction at the end of June. It started arming itself, and when I called to speak to APN I found out (when I asked for Doene - the tech I have dealt with for the last 5 years) that they (the local company) had sold it to a mainland company and Doene was no longer employed there. They told me that it would be several days before some one could come up. Meanwhile my alarm was arming itself (I have videos of this, because they told me that couldn't happen) I called my previous technician who was the one who always answered the phone and came to help me in the past. He stated that it had been sold and they had let him go. I also found out that they have no on island representatives any more. Only 1 sometimes two workers who are required to work the whole island. The mainland person who I had to call to figure out what to do with my system until some one came to fix it told me how to take it off the system. To open it and unplug so that I could open the doors to my home without alarm. I was without alarm system for days.I just noticed I had limited characters remaining.My complaint is when I cancelled my service as they could do nothing to help me, they sent me two invoices in September for service labor, trip charges and a machine replacement. I was told by the tech there was no charge either time he was here. The admin made me an offer but it was not appropriate.

      Business Response

      Date: 10/26/2023

      Aloha *****,

      We regret that you are in this situation and the misinformation you have received from previous employees. As we have explained, your account is with ***********, a mainland company, and APN did the installation work 5 years ago.  All of your payments, including your October payment in dispute, have been made to ***********.  Please reach out to Time Payment about any issues with your account. The recent invoice from APN is for the service and alarm panel replacement that was requested and completed by APN. Typically these are under warrantee for APN customers with a service plan, however you are a customer of ***********.  We would be willing to waive the panel and service charge if you switch your monitoring service to APN from ************. As you know, our office is based on Oahu and we have several technicians and sales people to support the island. We hope this clears up any confusion. 

    Advanced Protection Network, Incorporated is NOT a BBB Accredited Business.

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