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:07/11/2025

  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 cancelled our alarm contract in writing and on voicemail in October 2025 when **** sold to API i alarm. Our motion sensors in the house are no longer active, but API  continues to send an invoice for the wrong amount on top of it all.
  We have tried to contact the company almost daily and have left numerous voice mails and emails, and we have not had any response. **** ******* *** **** ***** ** ******** *******. Since they have taken over from ***** the level of service has dropped to non existent. ** *** ****** ****** *** ***** ******** **** *** * ******** ********

  Business Response

  Date: 26/11/2025

  Reached out to the customer and waved off the invoice on the file for 2 months.
  Thanks

  Customer Answer

  Date: 26/11/2025

   
  
  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. Our account with the company has been closed per email from a customer service representative from API alarms.
  
  
  
  Sincerely,
  
  
  
  Nancy ******

• Initial Complaint

  Date:05/11/2025

  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.

  ********** **** **** ***** ********** * **** **** ***** ****** *** ** ***** *******, API is non-responsive. I have called several times, waiting upwards of 30-45 minutes each call, without any answer. I have emailed, without any reply. My account was automatically transferred from ******* to API after API purchased the company from *******.
  Two of my sensors in my house are not working and I cannot get through to get any service.
  I want to cancel my account immediately as the alarm is totally useless without working sensors.

  Business Response

  Date: 16/11/2025

  Our apologies for the frustration to date

  Challenges with the migration continue to cause a high volume of requests , 

  Service will reach out Monday and arrange a no charge repair call in addition we have added a 2month credit to the account 

  Thank you

  Customer Answer

  Date: 21/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because the response was unacceptably slow. My alarm has been malfunctioning for over a month and my wait times on calls to API have been unanswered.  When I did finally get through I was told my request to cancel could not be accepted over the phone.  I emailed on November 5 to cancel, and as of November 21 I have no idea if this has been done, as I continue to get malfunction alarm alerts from alarm.com via texts and on the API App  

   

  the gentleman that called me to set up Service also could not help me with my cancellation request. I did not accept a service offer as at this point the alarm had been malfunctioning for so long, it was useless 

  
  
  
  Sincerely,
  
  
  
  Erica ********

  Business Response

  Date: 27/11/2025

  Hello

   

  Accounts are cancelled at the end of November not before , the customer was advised of this when she spoke to the service manager

   

  It will be cancelled at the end of November

   

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

  ***** ***** *** 

• Initial Complaint

  Date:04/11/2025

  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.

  I want to cancel my service but I have not been able to speak to anyone to make that request. I have left voicemails without hearing back from them.

  Business Response

  Date: 16/11/2025

  Cancelled and Nov invoice being refunded 

   

  Customer Answer

  Date: 17/11/2025

   
  
  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,
  
  
  
  Mitch ********

• Initial Complaint

  Date:04/11/2025

  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 was transferred to A.P.I. Alarm after their acquisition of ****** ******** ********. Since then, my experience has been extremely frustrating.
  
  I have been trying to cancel my services with A.P.I. Alarm without success. I called the company and was redirected to another number, only to be told to submit a request through their website, which I did. Despite following their instructions, I have received no acknowledgement or confirmation of my cancellation request.
  
  Even after clearly requesting cancellation, the company continues to process payments for services I no longer wish to receive. **** ************ * ******* **** ** ************ *** *************** ** ** ******* **** ****** ***** *** *** ********** ******** ** ****** ****** ****** ********** *** *** ********** *** ****** ********
  
  At this point, * ***** ****** ******* * ***** ******* **** ******** ******** ******* **** ******** ******* **** ** ************ **** ******* *** ******* *** ***** it nearly impossible to cancel a service.

  Business Response

  Date: 16/11/2025

  Account cancelled - November refund in process, confirmation email sent direct to customer 

  Customer Answer

  Date: 17/11/2025

   
  
  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,
  
  
  
  Mario ********

• Initial Complaint

  Date:04/11/2025

  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.

  Our video doorbell has not been working since October 10th, 2025. Even before that date, connecting to the doorbell using the iqpanel takes a very long time and most of the time it drops out and doesn't connect at all. We have been calling and leaving voicemail messages for their technical support since mid-October, but have not received a callback until now. It is very frustrating to deal with this company. We are originally ******* customers; however, their ***** **** ***** was bought by a.p.i. We did not experience this bad type of customer service with ******** Even cancelling our contract is hard to do, because we can't get in touch with anybody in the company.

  Business Response

  Date: 10/11/2025

  Hi, 

  Please accept our apologies for the frustration this has caused you. We are currently working through
  unusually high call volumes and backlogs stemming from challenges with the
  migration.
  While this has contributed to delays,
  it is not an excuse – and your experience is not representative of who we are
  or the level of service we strive to provide.

  I do see on your account you do have service scheduled to attend to your home on Nov 11 to resolve the camera concerns. 

  Business Response

  Date: 10/11/2025

  This has sent in 4 possibly more complaints of the same concern. I have responded to the customer on the first complaint only. 

  Customer Answer

  Date: 12/11/2025

   
  
  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,
  
  
  
  Rie-ann *******

• Initial Complaint

  Date:04/11/2025

  Type:Billing 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 have been customer of **** ***** **** ********* since 2001 and used this service provider to monitor my home security alarm.
  
  In Aug 7 2025, I received a notification via email that A.P.I. Alarm Inc acquired **** ***** **** and will take over from Bell as of October 1 2025. I received another reminder on September 17 2025. In both cases, the communications states that current **** customers will not see any changes with their services and billing until the end of their current term. I renewed in March 2025 for a 3 years term. My monthly payment with **** was *****.
  
  Since A.P.I. Alarm took over on Oct 1 2025, i received two invoices (October and November) for the amount of *****
  
  I tried calling and emailing A.P.I. to discuss the nature of billing increase but I have been unable to speak with any department at A.P.I? I left multiple voicemails and sent an email ion October 20 2025 but nobody at API contacted me to review my concerns. * ******* **** ***** **** ******* ***** ********* *** ** **** ** ******** *** ********* ** ******* 1, the quality of service provided by API drastically changed for the worst.
  
  I am looking for a Customer Service manager from API to demonstrate professionalism and contact me to discuss why I am not being charged ***** monthly (from October and November 2025) when I was previously billed ***** for the same contract. I am afraid that I will see another invoice for the month of December 2025 with the amount of *****. It's currently impossible to reach someone at their Customer Service, their billing department or their general front desk.
  
  I am also looking for a goodwill gesture from this company to correct the terrible customer service they have been providing to myself and to former **** customers since taking over from **** on Oct 1 2025. I am looking for a full credit for the month of October and December 2025.
  
  My A.P.I. account # ** **************  ** ***** * ** ************ ** ***** *** ******************** 

  Business Response

  Date: 04/11/2025

  Hello,

  Apologies for the delay as we are currently experiencing higher than normal call/email volumes. We have reviewed and corrected your accout to reflect the correct billing moving forward. Furthermore, we have issued a 2 month credit for the inconvenience. 

  Customer Answer

  Date: 06/11/2025

  I currently cannot accept the ************ offer from A.P.I. I noticed both of my cameras (my doorbell and additional camera) are not working since November 1 2025. I called their technical support team yesterday (November 5th) but could not get in touch with anyone and was directed to leave a voicemail. I called again today (November 6th at 3:40pm) and waited 15 minutes before being transferred to their voicemail. At this point, I lost faith with this service provider. *** ***** ****** ** ********* *** ******* ***** ************** ***** ****** ******* ********* ** ********* *** *** **** ******* ******** ***** **** **** **** **** **** ***** **** ** ******* * ****. At this point I would like API to release me from the 3 year contract I initially agreed with with **** with no penalty. This company failed to provide the service expected. I will look for another service provider who can be more reliable. * ****** ***** *** ** ****** ******* ** ********* **** * ***** *** ******* *** ******** **** *****. They had enough time to prepare their staff for the take over from ****. I was under the impression API was only having issues with their billing however I found out they are having issues with their technical support *** ******** ***** ************  
  
  

   

   

   

   

  Business Response

  Date: 14/11/2025

  The customer was replied to and given a 2month credit

   

  We will not be issuing a 4 month credit

   

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

  ***** ***** *** 

• Initial Complaint

  Date:03/11/2025

  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 had issues contacting API Alarms since they have taken over *** ******. Can't seem to make any meaningful connection with them. I have spoken to agent regarding as to whether my alarm is still being monitored and received no real answer. On Monday Oct 27 I purposely set off alarm for 1.5 minutes. My house phone showed line in use display which means a signal was being sent to their monitoring station. I received no call back from them regarding the alarm at all. I tried calling back to report the false alarm but no response. Calls to the numbers they have provided have been put on hold for 45 minutes and no contact. On Sunday I received my annual bill which is prepaid on my credit card and invoice says paid. I just want confirmation my system is being monitored. I pay it with my card so it does not get missed and I have continuous alarm services. I do not want a refund at this point I just want to know that they are monitoring my system properly. Any assistance is greatly appreciated .***** *** I have been with *** *or nearly 30 years. I did reply in the reply area of my paid invoice of my concerns but have not had any reply

  Business Response

  Date: 16/11/2025

  Our apologies for the frustration this has caused, we are experiencing continued high volume of call/email requests due to challenges with the migration

  Our service team is reaching out Monday morning 

  we have added a 3month credit to the account for the frustration our apologies once again

  Thank you

  Customer Answer

  Date: 18/11/2025

  I received a call 17/11/2025 regarding my alarm. They are sending a tech on the 25th of November to check the system out. I am happy they have responded and appreciate the credit they have put on my account . I will update The BBB regarding their up coming visit on the 25th. Thankyou for your help in this matter.

  Customer Answer

  Date: 26/11/2025

  Hello , the Tech came out yesterday and found my system was working but the signal was not recognized at their call center. He made a couple of calls and told me this was common with my type of panel. They made some adjustments at their end and the tech called me this morning that the call center was receiving signals from my panel. Overall I am happy with their response to my issue, the tech was familiar with our system and Im happy everything has been resolved. I just wish API was a bit easier to get in contact with. Thank to the BBB for helping me with this issue and thanks to API for getting things working.

• Initial Complaint

  Date:31/10/2025

  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.

  A.P.I. Alarm has recently taken over **** ***** **** and we have had no choice but to continue with this ******** alarm company.
  
  I have reached out to them several times by phone and email, requesting a cancellation for my service with 0 action. I have been able to reach 2 people two separate times that have not helped me and have not followed up. There have been no tickets created to cancel my alarm and I no longer wish to continue paying for this terrible service. Their actual alarm monitoring is terrible *** * **** ** ***** **** **** ***** **** ****** ** ******* ** **** ** ******** *******. **** **** ** ******* *** ***** ******* *** * ********** **** ** ****** ** ******* ** *** ***** * ******** ** ****** * *******. * **** **** **** ******* *** *********** ****** *** ***** *** **** ******* ** ***** ******** ******** ******* ** ***** **** ****** ** ***** **** ********** * **** ***** ***** **** **** ** ************** ******* *******

  Business Response

  Date: 11/11/2025

  Good afternoon, 

  Please accept our apologies, we are currently working through unusually high call volumes
  and backlogs stemming from challenges with the migration.
  While this has contributed to delays, it is not an excuse – and your experience
  is not representative of who we are or the level of service we strive to
  provide.

  I do see you already spoke with a rep on Oct 27th. Your cancellation has already processed for you. 

• Initial Complaint

  Date:30/10/2025

  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 had a credit card corrupted and I called *******API to give them new credit card info over the phone. Then approx. 3 weeks later I received an email saying my credit card auto payment was declined. They are still trying to use my old credit card. I have sent emails, I phone, they don't answer, or they transfer me somewhere and the phone just goes dead. My login/password doesn't work on ANY of their multiple websites. When I spoke with them on the phone I told them about my login issues and they gave me a ********** website that didn't work either. I can't communicate and finally they told me I had just signed a 5 year contract. I told them I sure did NOT do that and asked them to email it to me. Nothing has arrived. Not sure if I should just tell my bank not to let them put anything through with API? But I am concerned about this suppossed 5 year contract. They are basically unreachable.

  Business Response

  Date: 08/11/2025

  Hello

  Our apologies for the typo within the software, an associate will reach out Monday morning and have this corrected, we have added a one month credit in addition for the frustration this has caused 

  Sincerely

  a.p.i Alarm Inc

  Customer Answer

  Date: 10/11/2025

   
  
  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,
  
  
  
  Ian **********

• Initial Complaint

  Date:30/10/2025

  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.

  I received a notice that, effective October 1, 2025, API ALARM Inc. would be acquiring ****** ***** **** alarm monitoring business and that my contract would be transferred to this company including automatic payment. I received a bill on October 8 that is inaccurate and charges me $** more per month. This amount ($*****) was automatically withdrawn from my account. I immediately called API. and was routed to a full email inbox where you could not leave a message. Since that time, I have emailed API. and called them no fewer than 30 times. I have not been able to contact anyone and my billing remains inaccurate. In addition, I have no confidence this company is providing actual monitoring when you cannot reach them. I want appropriate resolution. I want billing adjustment and also reassurance the company is providing service I am paying for. If not, I want to end contract.

  Business Response

  Date: 04/11/2025

  Good morning, 

  I reviewed your account and see that on Oct 30th a request was made to the finance department to correct your billing. I would recommend to wait at least 10 days to allow the adjustments to be made. 

  I also looked at your monitoring and I can confirm your service is working as it should. We are receiving your daily arming and disarming. 

  Thank you

  Customer Answer

  Date: 04/11/2025

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

  I first reached out to API . on October 8 by email and phone to resolve the inaccurate bill. I followed up several times after, and have email records of reaching out to API on October, 8, 15, 17, 18, 25, 29, 30, Nov. 3 and today.

  API has now made a second withdrawal from my account for the incorrect amount. 

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

  * ** *** ******* ***** *** *** ******* ** * ********** ********. I want resolution to my billing asap.

  
  
  
  Sincerely,
  
  
  
  Kim *******

  Business Response

  Date: 14/11/2025

  Client was replied to , ** *** ** ****** should she choose to cancel she may

   

  Sincerely 

    

  Rose ****** 

  Director Customer Experience