Complaints
Customer Complaints Summary
- 38 total complaints in the last 3 years.
- 22 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:19/06/2025
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.
I cancelled my services with ****** in August of 2023 and corresponded by email with Jessica MacLeod informing ****** of the cancellation. My security services had not been working properly for over 6 months and had not received any help to correct the problem. ****** was informed of the cancellation of services and that the equipment had been removed from the shop and that I would not be paying for services that were not being provided. Jessica ******* of ****** informed me, by email that she would have me placed on a callback list and I would receive a call from ****** to discuss the problem. Attempts to contact ****** by phone were unsuccessful and would result in being placed on hold for hours at a time. ****** made no attempt to contact me, and API has recently begun harassing me by email and sending me invoices for 21 months of services claiming that my cancellation was not "accepted" by ****** in September of 2023.
Darshani ***** **** of API spoke to me today and stated that no attempt was made by ****** to contact me to clear up this matter.
My services with ****** were discontinued in September of 2023 and the equipment was removed from my shop. I DID NOT use their security services and therefore the invoice they are sending out ** ********** *** will not be paid.
The emails from ******/API have become *********** *** unprofessional, *** ******* ********** **** ** **** *** ******** ** *********** **** ****** *** ******** ********* ** **** **** **** **** ******* **** ** * ********** ****** ** ** ** *** ******* ******* ***** ********** ****** ***** ****** ****** ********** * ********** ** **** ******* ***** ****
Business Response
Date: 24/06/2025
API has no record of this interaction with ******, we have reached out to ****** and will work with the customer on resolve
Rose
Business Response
Date: 24/06/2025
**** *******
****** did not advise API to cancel the account, there has been no communication sent to API direct from the customer to cancel services, with the exception of the email dated June 19th in which the customer made no mention of cancel attempts with ****** prior, June 19th email to API, indicates only the customer is moving, API replied promptly June 20th with the below, API considers this matter as closed.
The account as indicated on the below to the customer will be cancelled at the end of june
Sent: Friday, June 20, 2025 4:04 PM
To: 'Morene Kluk' <[email protected]>
Subject: 99020566-44243 47-F1-67B9 Cancellation of Services FLU@
Good afternoon,
We are in receipt of your request, 30days notice is required for processing, the account will cancelled at the end of June.Please ensure to not arm the alarm on your last day, that will wreak havoc for the new owners :)
If you are able can you please leave our contact information behind in the event the new owners would like to resume services.
It has been a pleasure serving you, should you required anything in future please do not hesitate to contact us.Sincerely,
Eva Wang
Customer Care Specialist
a.p.i Alarm Inc.
700-5775 Yonge Street,
Toronto, Ontario.
Toll Free 800 897 1039 ext.2211
Email: [email protected] www.apialarm.comFrom: Morene Kluk <[email protected]>
Sent: Thursday, June 19, 2025 2:30 PM
To: customerservice <[email protected]>
Subject: Cancellation of Services
Importance: High
EXTERNAL
Good afternoon,
Please be advised that I need to cancel services for:
3601-65 Avenue
Lloydminster, Alberta, T9V 2W1
Account Number: 47-F1-67B9
Effective immediately. My house has been sold, and I do not require these services anymore.
Please respond to this email indicating that you have received it, and that you will be taking action to cancel these services.
Thank you.
Morene Kluk
780-808-4011Customer Answer
Date: 24/06/2025
Complaint: ********
I am rejecting this response because: The reply received from API is regarding a different account and does not apply to the current complaint in any way. ** ***** **** **** *** *** ****** ** **** *** ********* ********* ** *** ****** ******** ******. This reply does not resolve or even touch on the complaint submitted.
Sincerely,
Morene ****Business Response
Date: 24/06/2025
PROVIDE THE CORRECT ADDRESS OF THE ACCOUNT PLEASE
THE REPLY WAS BASED ON THE ADDRESS IN THE COMPLAINT
ROSE
Customer Answer
Date: 24/06/2025
*** ***** *** ***** ** *** ******* ******* ** *** ****** ********** **** ** * **** ******** ******* ** *** ********* ******** ********
The address of the account is: **************
Initial Complaint
Date:17/06/2025
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.
We had an alarm system installed in our house until June 2023. It started giving us problems and we called the company to have it fixed with no result. Finally, my husband disconnected it, and we called the company to tell what we did and why. They said we would have to write a letter to tell them we wanted to cancel the contract which we did and sent it by registered mail to be signed by whoever accepted it so we would know it was received. We know the name of the person who signed for if that is needed. Now after 2 years they are saying they didn't receive the cancelation letter and that we owe $****** because the contract was not cancelled and if the amount is not paid, they are going to a collection agency. They have taken 2 payments of $***** out of our checking account so far.Business Response
Date: 24/06/2025
Hello
API collections contacted the customer April 10th for payment , customer advised the account was cancelled and she does not have an alarm at the address
****** was engaged for the registered letter or any documentation at any time regarding a cancel , ****** replied they have not received any to date
Customer to provide proof of registered letter and API will cancel the invoices if proof cannot be supplied, we will work with the customer and can settle for half of the amount owed
June 12 customer advised they want the panel reinstalled in the basement , then advised they do not , information is conflicting,
Initial Complaint
Date:16/06/2025
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.
On April 15, 2025, A.P.I. Alarm Inc. contacted me to inform me that my account had been delinquent for the past 10 months. I was unaware of this, as my bills that were sent to my email always stated that my account was current and that they had the correct credit card number. After spending a week trying to speak to a representative, I was finally able to reach some form of resolution and explanation. They had called when my credit card expired back in August of 2024, they took the information down incorrectly, and I hadn't been billed since. Again, my statements did not reflect this error on their part. When I finally got to speak to someone, we resolved that I would pay 50% of what I owed, as this was a clerical error, more than a customer error. I sent the money on May 16, 2025.
On May 29, 2025, I contacted A.P.I. Alarm Inc. to cancel my services. After the upset over the billing, I no longer wished to purchase their services. I was told that I had a contract holding me to them until December of 2028. When I said I had no memory of signing a contract, and no copy of a contract, I asked to see it, and they transferred me to a different department that has still not answered my calls as of today. I am only wishing to resolve things with this company and then part ways amicably.Business Response
Date: 16/06/2025
Have reached out to ****** **** re the agreement , api's AR Manager will be reaching out to Tatiana direct to work with her on the balance owing, the amount would still be owing for monitoring services
Thank you
Customer Answer
Date: 16/06/2025
Complaint: ********
I am rejecting this response because:**** **********
I finally got through to someone at A.P.I. Alarm Inc.. and they are saying that I do have a contract and that they have received my cancellation request, and my services will be cancelled at the end of the month. However, when I previously requested this on June 4, 2025, I was told that if I cancelled, I would be responsible to pay the remainder of my contract out, to the tune of $**** and some odd cents. This is completely understandable, so I told the representative that I was not okay with paying that amount of money and that I would like to rescind my cancellation request until I saw a copy of the contract and spoke to a manager. When I spoke to customer service again today, they told me that my cancellation was going through at the end of June, and I reiterated that I was not okay with paying out my contract,t and for them to please put off the cancellation until I speak to a manager. They told me that the cancellation was still going through, and that if I had an issue paying the $**** that I would need to speak to the billing department after the bill for the cancelled services was sent out. I am at a loss for what to do. I have taken every opportunity to work with this company amicably. I have been respectful and understanding. * **** ** ****** * ** ***** ***** ********* *** *** * **** **** **** ** * ****** **** *** ** ******* ********* *** **** ** ****** ***** ** ******* ************
Sincerely,
Tatiana ******Business Response
Date: 02/07/2025
She was taken care of on the 16th, * **** *** ** **** * **** ** ** **** **** *** *** ** ****** ** * ** * **** ******* ******* ** *** ******** ** **** ***** ** ** ***** ** *** ** ** ********* **** **** **** ***** *
Tatiana made the payment , she spoke to Belia and the cancel was voided, I do not know who she spoke to but we can safely assume that was prior to getting the payment arranged
Tatiana spoke to Belia June 26th and advised she is not cancelling, the account is up to date with the July billing , all other invoices were cancelled
Sincerely
Rose ******
National Operations Manager
***** ***** ****
**** ***** * ************Customer Answer
Date: 02/07/2025
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,
Tatiana ******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: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
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