Complaints

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.

• Initial Complaint

  Date:23/10/2025

  Type:Customer Service Issues
  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.

  Being transferred from **** to a.p.i. alarm on Oct 1, 25. Since then we have not been monitored anymore. Triggering an alarm does not result in anything. Cannot get a hold of anyone of the company. On hold for hours on the phone, emails only get the standard reply that they have been received.

  

  Business Response

  Date: 27/10/2025

  Hi, 

  Please accept our sincere apologies for your frustration. I do see your signals were tested yesterday and everything is working as it should. 

  I have also provided a one month credit for your patience. 

  Customer Answer

  Date: 28/10/2025

   
  
  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,
  
  
  
  Birte ****

• Initial Complaint

  Date:21/10/2025

  Type:Service or Repair Issues
  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.

  Hello,
  On October 1, 2025 APi Alarm took over my account from **** ***** ***** I called APIi Alarm on 10/9/2025 and they told me my account was not yet received.
  On 10/17/2025 I got a bill from API Alarm for $***** which is correct.
  I can not get hold of these people on any number and I wish to CANCLE my service with them as I feel they are NOT monitoring my alarm system.
  I called the monitoring center and no answer.
  The email told me call ************** *** **** if any issues NO ANSWERS.
  I do not want pay the $***** or any money to API Alarm.
  I want my service canceled.
  **** ** * ***** **** ******** ** **** **** ** ** **** *** ******* Please have them cancel my service
  Thank you.

  Customer Answer

  Date: 23/10/2025

  Hello,

  On 10/23/2025 I was able to talk to the monitoring center at 4:00 am

  after talk to them I have decided to continue service with a.p.i. Alarm

  No need to cancel my service with them at this time.

  They also email me and told me they are getting high volumes of calls.

  although it is very difficult to talk to customer service 

  Thank you for your help.

  Customer Answer

  Date: 23/10/2025

  This is resolved now.

  Thank you.

• Initial Complaint

  Date:16/10/2025

  Type:Service or Repair Issues
  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 have a home security system that was with **** ******, who sold, as of Oct 1, 2025 to A.P.I alarm company. My security camera's have not worked since then. I contact the tech service who issued a repair ticket, and said I would hear from a technician in 24 hours, that was 7 days ago. I have made numerous attempts each day to reach someone, only to get a voicemail. I called 4 times this morning, and I finally reached someone in accounts, as I requested disconnection of service, as I will find another company, she told me I had the wrong dept, said someone would call me, and I said that I had left numerous messages, without success.. She was quite rude, and hung up on me. I want this system out of my house. I do not have an account #, as I've had no communications from this company since they took over from ****. I am not paying for a service that I am not getting. Any calls to them to rectify this has been met with answering machines saying leave a message, which I have done consistently, and no one has called back.

  

  Business Response

  Date: 26/10/2025

  Apologies for the frustration, ticket was created 0ct 9th and was not dispatched which we are investigating why , Service will be in touch tomorrow morning to arrange the home visit 

   

  October bill has not been invoiced , will add a one month credit to the account for downtime 

   

   

   

  Customer Answer

  Date: 27/10/2025

  Ok, thank you so much for answering.  I will go ahead and accept their proposal. 

  
  Thank you again for your assistance in this matter.  Much appreciated!!

  
  Stacey **** 

  Customer Answer

  Date: 27/10/2025

   
  
  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,
  
  
  
  Stacey ****
  
  ************

• Initial Complaint

  Date:16/10/2025

  Type:Service or Repair Issues
  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.

  Until Sept 30 I have been with **** for my smart home service. As of Oct 1 A.P.i. Has taken over the contracts. I am having problems with my camera, I called on Oct 14, left 2 messages , called about 20 times before someone picked up the call. After explaining my situation she told me that I needed to get on a ladder to go and disconnect the camera, when I told her I could not do that she told me that there was nothing she could do except open a ticket for me and I should get a call within 24 hours. October 15 all the magic eyes in my home are no longer working have called them over 25 times no one answering the call continuously going to voice mail, I left several messages but no call back. No one has called me back from the ticket that was opened either. This is starting to worry me as I don’t have the service I need and no one to talk to when I need support. I want them to credit me back for the equipment that is defective; cancel my contract and pay for my new service since now I need to start over

  Customer Answer

  Date: 16/10/2025

  I called A.P.i. This morning at 10:15am spoke to a Chris, he told me that the ticket that I opened on the 14th had never been assigned, he would assign it. I asked how long before I get a call back he said when ever there is someone available. I explained I’m paying for service and want to be serviced when I called in , he said this is the way it is here. Was not very helpful 

  

  Business Response

  Date: 26/10/2025

  The monitoring service differs from cameras needing repair, service will be arranged and Linda called Monday for an appt time 

  The alarm is communicating , the customer disarmed the system 7:12 this morning

  Thank you

  

  Business Response

  Date: 26/10/2025

  Apologies for the error the ticket was arranged for Oct 18

  We will add a one month credit for downtime also 

   

   

  

  Business Response

  Date: 27/10/2025

  Service completed on the 18th of October 

  Customer Answer

  Date: 27/10/2025

   
  
  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,
  
  
  
  Riccio *****

• Initial Complaint

  Date:09/10/2025

  Type:Customer Service Issues
  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 was a client of **** and they sold the API Alarm and I have been trying to reach them for days but they are ignoring my calls. They placed a service call for me but no one called me. I am trying to cancel my services and sent multiple emails but no one is respond to me. ****** **** ** 

  

  Business Response

  Date: 21/10/2025

  We apologize for the delay , we are experiencing an increase in call volume, the teams are responding to phone and email requests as quickly as possible 

  Will have an associate reach out tomorrow morning 

  our apologies once again and we thank you for your understanding 

  Thank you 

  Customer Answer

  Date: 22/10/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They did send a technician to my house that couldn’t even fix the issues we are having so he left without a solution.   Several days after I received a call from A.P.I. not knowing what’s going on at all and trying to apologizing for the major unprofessional behavior of somebody their employees working in different departments.  **** * **** ******** * **** * *** **** ** ** ******* *** ****** *** ** **** *** ** **** ***   I asked to cancel and they literally make it impossible as it seems it’s not anyone’s responsibility in that company?!!   *******  I have sent several email to cancel and everyone calling me is aware of it but they refuse to cancel my account saying they need to speak to a supervisor.   **** ******* ** * **** ******* *** ** ****** ** **** **** **** **** ******* *** **** *** *** *** ******* ** ***   No customer service, no technician help, no department to cancel, no follow up etc etc etc.  I am still waiting for a confirmation that my account is cancelled.    Therefore nothing is resolved.   

  
  
  
  Sincerely,
  
  
  
  Chantale ********

  

  Business Response

  Date: 28/10/2025

  Please let her know it will be cancelled at the end of the month

   

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

• Initial Complaint

  Date:09/10/2025

  Type:Product Issues
  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 ended our contract with API Alarm Inc. in July 2025 after multiple years of service with them. There was an over payment of $***** withdrawn from our account for the August invoice. I was assured on August 7, 2025 by a manager Vance ****** and a customer care specialist Bella ***** and Precella ******** that the funds of $***** would be returned to us. I've sent several emails and no response. It is now October 3-months after the email agreement that they would return the funds and nothing has been returned. ** *** *** ******** *** ** *** *** ** **** * ********* *** ** *** ** ******** *** ** *****

  

  Business Response

  Date: 21/10/2025

  Please be advised we have escalated to our accounting team , additional email was sent today requesting an update , please there is a postal strike in effect which will delay the request 

  You can reach us at ******************** if you would like to provide a credit card for the refund, it will be much faster then the check. 

  From: Belia ***** 
  Sent:
  Monday, October 20, 2025 11:38 AM
  To:
  Elvira ******** ***************************** ************ *********** *************************************
  Subject:
  FW: ************** **** ********************** ********* ******** **** *** *****
  
  Hi
  Elvira and Vijayakumary,
  
  Please
  see below from customer and kindly confirm.
  
  They
  are looking for their refund cheque.
  From: Judy ** 
  Sent: August 11, 2025 11:47 AM
  To: payables ***********************
  Cc: Belia ***** **************************
  Subject: RE: ************** **** ********************** ********* ******** **** *** *****
  
  Hi Payables,
  
  Please issue a refund cheque.
  
   
  
  Thanks,
  Judy
  
  From: Belia ***** ************************** 

  Customer Answer

  Date: 22/10/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because: they stated in an email to me: The refund cheque was mailed out the 2nd week of September, it may be that due the mail strike, you may not have received the refund cheque as of yet.
  

  I do not believe this to be true as this was before the postal strike (which started September 25th). Postal workers have been back to work in a rotating strike since since October 11, 2025. With the minor interruption in postal service I would have received the cheque if it was printed and mailed the 2nd week of September as they stated. 
  
  I am not providing a credit card to this company as I do not feel comfortable with this, nor should I as this purchase was not on a credit card.  I would like them to issue a cheque and have it delivered (courier or postal service) to me. 

  I feel their response is inadequate given that they have had since August to issue this refund. 
  Sincerely,
  
  
  
  Jennifer ********

  

  Business Response

  Date: 29/10/2025

  We understand the check was mailed , we can stop payment and reissue?

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

  a.p.i Alarm Inc 

  Customer Answer

  Date: 29/10/2025

   
  
  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. Please have the company reissue a cheque and either courier it to me or place it in the mail. I expect this to be done in a very timely manner as it has already been nearly 3-months since they stated there would be a refund issued. I expect a cheque in a 2-week period.
  
  
  
  Sincerely,
  
  
  
  Jennifer ********

• Initial Complaint

  Date:09/10/2025

  Type:Customer Service Issues
  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.

  My alarm system was recently moved as A.P.I. Alarm took over **** *** alarms on Oct 1, 2025. My alarm has not been functioning since October 1st, which means I do not have the fire, carbon monoxide, or burglary detection that I have been paying for. **** **** ** **** *** ******** ** *********** ****.
  
  I have left several voicemails and sent several emails, and this company is refusing to contact me to solve the issue.

  

  Business Response

  Date: 21/10/2025

  AP.I made no changes to the alarm panel, **** has been engaged to view functionality pre transition

  Please provide the full address of the account and we will look into this further , we apologize for the frustration and high call volume, we are answering calls and responding to emails as quickly as possible 

  Thank you

  Customer Answer

  Date: 22/10/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because it's been 3 weeks.  High call volumes is not an excuse for not responding to voicemails and emails for 3 weeks.  I have been emailing every couple of days and have received no response.

  My address is *** ******* ******* ********* 

  Sincerely,

  
  Ian ****

  

  Business Response

  Date: 29/10/2025

  If the customer would like service we can arrange that clarify is required , is he requesting to cancel or would he like service to attend ?

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

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

  a.p.i Alarm Inc 

  Customer Answer

  Date: 29/10/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that, ***** ***** ******** ** ************ I was able to get this resolved via other means. So, in that sense this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ian ****

• Initial Complaint

  Date:19/08/2025

  Type:Service or Repair Issues
  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 a contract with ******, that was then apparently transferred to A.P.I.
  
  Our 5 year contract with them has come to an end and I'm wishing to cancel our two separate accounts.
  
  I reached out to AP.I. on July 17 and received a response on July 18 with a different email address to send my account numbers, address, and reason for cancelation to. I sent this July 21.
  
  I didn't receive a response. I followed up on July 31. No response.
  
  On August 3 I followed up with to an email back to the employee who had sent me an email with instructions on who to email and how to cancel. I did not receive a response.
  
  On August 13 I emailed another active employee in the email chain who had forwarded my initial email to another employee. No response.
  
  It is now over a month since anyone has responded to any emails, and I have not received confirmation that my accounts have been canceled.

  

  Business Response

  Date: 01/09/2025

  The accounts were cancelled and the client did receive confirmation

  ****************************************
  ***** *************** ******************************
  ***** ******** ****** *** **** **** **
  *** **** ********** ****************************
  ******** ****************************** *************************** ********** * **** ****  
  ** *****
  
  ** *** ** ******* ** **** ******** ** **** ****** ** ******** *** *********** *** ******* **** ********* ** *** *** ** *******
  
  ** *** **** * ******** ******* **** ****** *** ******* ******** ** ****** ****** ** *** ******** ** ******* ***
   
  Sincerely,
   
  Hayley ******
  Customer Care Specialist
  ***** ***** ****
  **** **** *** *** **** **** ****

  Customer Answer

  Date: 02/09/2025

   
  
  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,
  
  
  
  Eric **********

• Initial Complaint

  Date:18/08/2025

  Type:Customer Service Issues
  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.

  My last request to turn off my panel was made August 15th after recieving another monthly bill.
  
  Hi Jenifer,
  The account has been cancelled.
  Sincerely,
  
  Adeel **** 
  Customer Care Specialist
  a.p.i Alarm Inc. ******** ***** ******* ******** *******.
  Toll Free *** *** **** ********  Email: **************************** **************** 
  
  From: Jennifer ********
  Sent: Tuesday, July 29, 2025 5:57 PM
  To: customer service Subject: FW: I am sharing ******* end of service letter' with you
  
  Please end my service. Please see the very long forwarded email chain.
  
  Thank you
  
  Jenn ******** 
  
  From: Muhammad *****
  Date: 2025-07-29 10:41 a.m. (GMT-06:00)
  
  To: Jennifer ******** *ubject: Re: I am sharing ******* end of service letter' with you
  
  Please email **************************** to process your cancellation, thank you for your patience and understanding. 
  
  Best regards, 
  
  Muhammad ***** 
  Security Consultant
  a.p.i Alarm Inc.
  **** ************** **** **** *************************** 
  From: Jennifer ********
  Sent: Friday, July 25, 2025 7:10 PM
  To: Muhammad *****
  Subject: RE: I am sharing ******* end of service letter' with you
  
  Please turn off my service. 
  
  Thank you 
  
  Jenn C
  
  From: Muhammad *****
  Date: 2025-07-24 9:58 a.m. (GMT-06:00)
  
  To: ************************
  
  Subject: Re: ****** end of service letter'
  
  Thank you for your message. I understand your decision to cancel service effective June 14th, and I’ll make sure that request is noted and handled properly.
  
  Best regards, 
  ******** Usman 
  Security Consultant
  a.p.i Alarm Inc. **** ************** **** ****

  

  Business Response

  Date: 01/09/2025

  The account was fully cancelled , we do not understand that the customer is referring to

   

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  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 a carbon monoxide warning go off Aug 4, 2025 while away.
  
  This led to us contacting API monitoring and finding out API had not been monitoring our premise since February 3, 2025. We talked to **** employee operator ID ***. She stated an email would have been sent to Technical services but her records show no attempt by API to contact us.
  
  Despite the lack of monitoring, we continued to be charged a monthly fee, despite no actual alarm monitoring. This is unreasonable, unsafe and may affect any home insurance claims, as our home insurance expects us to have a monitored home alarm.
  
  At a minimum we'd want a refund, but it worries us, we weren't having our house monitored. It was hard to get a hold of the correct person at API and we weren't regularly receiving bills despite request.
  
  We called Technical services. They say they're monitoring and have been getting updates. It is confusing, as Monitoring said the alarm had not been communicating but Technical services said it has been monitoring, suggested maybe we need all new equipment, blames ******, as the old alarm company despite invoices from API
  
  It is frustrating and alarming we have one employee saying our alarm has not been monitored for half a year, and another blaming us, for not knowing the status of our alarm. They also claim there is no way to know remotely is the alarm is functioning.

  

  Business Response

  Date: 01/09/2025

  The alarm is programmed or should be by the installer to send a daily test signal, this account was not programmed by ****** to do so and as such sends a FALSE not communicating signal, the operator August 4th failed to explain this correctly and has been reprimanded
  August 20th the customer tested their system and signals were received , the alarm is functional and has been since install 

  the service team attempted to reach the customer August 5th there was no response 

  The alarm is communicating and always has been , a refund will not be issued.

  For the frustration caused by the operator misinforming the customer we will add a 3month credit to the account, in additional a technician will be arranged to attend the home and test in all signals as well as program the account to send a daily test signal in. This account was installed by ****** and they do not program the daily health check signal 

  Thank you **** 

  Customer Answer

  Date: 13/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  The alarm continues to go off

  Today it went off at 5 am

  A service call to simply turn odd the alarm would be a reasonable request

  To mandate a significant payment to unhook or quit a service is unreasonable

  We just want to be done with API

  Your company has been hard to contact, with different people answering, no 'ticket' number etc. We have received minimal invoices and communication despite requests in the past

  We continued to be charged after repeated requests to cancel the service

  Why cant API simply come pick up and disconnect your buggy equipment, that we still aren't certain has been monitored as a courtesy?

  We are sleep deprived and no safer from your 'security' system

  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 15/09/2025

  The response was valid and a 3month credit more then fair , should you wish to cancel service please send an email to **************************** 

  api considers this matter closed 

  Thank you