Complaints
Customer Complaints Summary
- 35 total complaints in the last 3 years.
- 17 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: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
Initial Complaint
Date:22/04/2025
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.
I have made multiple attempts to contact A.P.I. Alarm to update payment information and to discuss moving. Back in November, we had to cancel our credit card for security purposes. To make sure we could continue to make payments, I called A.P.I. to change our information but no one got back to me. On Wednesday, I received an email saying that we are 90 days over due on payments and that they have made multiple attempts to contact me. This is not true. This week I have sent 3 emails and made 5 phone calls without any return.Business Response
Date: 29/04/2025
Customer was contract and issue resolved April 23rd
Thank you
Rose
Initial Complaint
Date:22/04/2025
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.
****** I had used API service when I lived in Alberta. I moved to Quebec in October 2022. This past week I received an invoice in the mail with my incorrect address. I have called and left messages to both phone numbers. I have also sent an email. I have been unable to speak with someone to make a payment on this invoice.Business Response
Date: 29/04/2025
Hello,
This has been resolved directly with Anna and next steps outlined via email to her.
Thank you
Rose
Customer Answer
Date: 29/04/2025
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,
Anna ********Initial Complaint
Date:16/04/2025
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.
I received a bill and notice of collections today after at least a year of not hearing from ****** ***** *A.P.I. * **** ***** ***** I thought they dropped my account, it was set up as Auto Pay and they quit collecting. As I said, I have not heard from them in any way that I owed money until today! I don't think this is a just collection!Business Response
Date: 17/04/2025
The account is active and being monitored , the checking account on file has been rejecting payments since March 2024
Balance owing ****** payment is owing, contact our offices as soon as possible
**** *** **** *** ****
Thank you
Customer Answer
Date: 25/04/2025
Complaint: ********
I am rejecting this response because:Good afternoon,
I have tried to call the ************** number for A.P.I. Alarm 3 time in the last 3 days, have talked to 2 people who said they couldn't help me and passed me on to another extension to end up with an extension (****) that I left a message with my phone number.
I am not receiving any help in figuring out what I can do about this notice of collections! I did find out through these phone calls that my original provider (******) turned me over to A.P.I. but as I told the people that I did talk to at A.P.I., I never received any notification of this. Also, since I cannot get ahold of anyone who can help me, I have no idea why they quit collection payments from my account and never notified me of this, I was able to verify that they do and always have had my address and like I said I have left my complete phone number.
If anyone can help me, I would greatly appreciate it!
Thank you,
Kelly *****
Business Response
Date: 25/04/2025
Will have a representative contact the customer to discuss
Initial Complaint
Date:15/04/2025
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.
This account was cancelled years ago, and the final payment was made. They have started billing me again out of the blue and I don't even have the alarm system anymore. To date, they have billed me ******. This needs to be cleared immediately and the account cancelled for good or I will be filing for harassment.Business Response
Date: 16/04/2025
Hello
The account was never cancelled with api , billing has never stopped due to this reason , fluent has been engaged to investigate and provide the notice of cancellation that the customer sent them, once received the account will be cancelled
Thank you
Rose
Customer Answer
Date: 16/04/2025
Complaint: ********
I am rejecting this response because:This is 100 % false. This account was paid off prior to the end of my contract, in a lump sum in 2023. *** ******** statement shows you just started billing me again, out of the blue, in November 2024. I am going to my bank to get proof of that payment as it was so long ago it no longer shows in my online banking. This account WAS cancelled, and I will never pay you the value of this erroneous statement. ** * **** ** ******* ** ******* * **** ** ***
Sincerely,
Krista ******Business Response
Date: 16/04/2025
We have engaged ****** * to date there is not a notice to cancel from the customer received by ****** or api, the notice of cancel was requested on the call back by fluent when the balance of agreement was discussed. Customer was also advised if payment was not received the account would be placed into collections.
The account remains open , please email your cancel request to **************************** * if the email request was sent to ****** prior please forward that email also and the account will be adjusted. The last communication ****** provided was the customer was stopping payment.
Sincerely
Rose
Customer Answer
Date: 16/04/2025
Complaint: ********
I am rejecting this response because:Cancellation was given over the phone (on more than one occasion and confirmed by the ****** agents) as well as by payment of the contract remainder. I have emailed this information to the address provided today as well. This is not a solution, this is blame for something that, very obviously, was a failure on ******** part. Please provide proper resolution to this issue.
Sincerely,
Krista ******Business Response
Date: 17/04/2025
Cancellation is not completed over the phone , call indicates customer was advised to send the notice of cancellation , to date it has not been received
Please email **************************** final invoice will be issued and account cancelled
Thank you
Customer Answer
Date: 17/04/2025
Complaint: 23208436
I am rejecting this response because:This is the opposite of what i was told over the phone by multiple of your staff. I already emailed my cancellation yesterday when you requested it. Again, you are not actioning things based upon your own request. A final invoice will not be paid as I already paid you the rest of my contract and this new issue is due to the negligence of *******API.
Krista ******Business Response
Date: 17/04/2025
****** has replied
Contract term completed August 2024, ****** has responded to API regarding the customers complaint and sent the notice with the cancel interaction, Krista was clear that she was cancelling despite ****** advising her to call in.
Api has cancelled the account as of now and cancelled all invoices on the account
our apologies for the frustration this has caused
Sincerely
Rose
Customer Answer
Date: 17/04/2025
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 meThank you, Rose. I appreciate the resolution. I will keep a record of this communication, but I would also appreciate an email from A.P.I./****** stating the charge reversals and the formal contract cancellation. You may send it to ***********************
Sincerely,
Krista ******Initial Complaint
Date:15/04/2025
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.
Home alarm beeping for 2 weeks. I cannot get help to stop beeping. I was told that I had a service call booked but I canceled it. Not true. Told my contract is not up for 2 years, it ends in 3 months. Just been lied to and ignored by this company.Business Response
Date: 15/04/2025
Customer called April 10 2025 we attempted to resolve the issue remotely and could not as it was a low battery on the co detector, customer was offered service and declined stating she was cancelling the account.
API did not advise the customer she had years left on her agreement , her agreement is completed August 2025
Should the customer now want service please have her email ********************
Thank you
Customer Answer
Date: 15/04/2025
Complaint: ********
I am rejecting this response because:I'm sorry but that's not true, I changed the battery before I contacted API I was told I needed it serviced. I waited for the service person to contact me. Now days have passed, I called to ask when to expect service call. They said I declined, why would I decline? Anyway, the con tract is ending in Aug, I said I would gladly pay till the end. I have been told now that I own it, I still don't know who in fact does. But I do know it's been beeping for 15 days. If I remove it myself, I can only assume they will say that they never said that and will charge me an exorbitant amount. I really don't know what to do, thank you.
Melynda *********
Business Response
Date: 15/04/2025
Respectfully we can attend your home to repair if you want service email ******************** or should you wish to cancel service please email ****************************
Thank you
Customer Answer
Date: 16/04/2025
Complaint: ********
I am rejecting this response because: The contract ends in 3 months, they have not given an answer to who owns the beeping box on my wall. They cannot instruct me how to make beeping stop. I don't require service. Just an answer. If I remove box am I going to be charged more? Horrible customer service
Sincerely,
Melynda *********Business Response
Date: 23/04/2025
** ** ******* *
We are attending tomorrow, or Friday customer is aware and has verified over the phone as well
Sincerely
Rose ******
National Operations Manager
***** ***** **** **** ***** * ************
Customer Answer
Date: 23/04/2025
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,
Melynda *********Initial Complaint
Date:27/03/2025
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.
Our residence has an API alarm monitoring system. In August 2024, it received an error message. I phoned customer service and they told me to "change the battery". Upon investigation I learned that the battery is hard-wired into the unit and would need to be replaced by a technician with specialized parts. I phoned API again and was told they would submit a work order. There was no follow-up with API, so I phoned back in October 2024. I was told again they would submit a work order. I followed up in late November 2024 and was given a date in early February. I was told that was the earliest a technician could come. I asked API to suspend charging me until the alarm was fixed and requested back pay to August 2024. I was told that the only person who can enter this request is the technician after a service call and that I should wait. This didn't sound correct to me, so I continued to phone back and speak to various people in billing and customer service, all of whom said they were not authorized to respond and they would put in a work order for a manager. In Feb 2025 our appointment was cancelled due to weather and rescheduled for late February. When the technician arrived, they said the didn't know anything about how to request funds back. I have since phoned at least 10 times and spoken to wonderful service people who have tried to get management to phone me back. Today I was told that a message had been given to management to phone me. We scheduled a call for this afternoon and no one phoned. To date I have not been able to use the system from August 2024-March 2025. I am requesting payment back dating to August at the minimum.Business Response
Date: 15/04/2025
Several attempts were made to schedule a return trip for the customer , the customer is being called again , she states she is a teacher, a message will be left and an email sent to her email on file, a 7 month refund would not be valid, the alarm system was communicating, a low battery does not mean the system is without communication
we will refund 3months for the frustration
Sincerely
**********
Customer Answer
Date: 15/04/2025
Complaint: ********
I am rejecting this response because: To my knowledge API has attempted zero times to get in touch with me. There is has been zero replies to my emails until this morning, when I received my first email from ***** (customer service). Please carefully read my complaint. I am no longer waiting for service, as they came out in late February after a 7 month wait.API claims that my alarm was communicating. If it was communicating, the only thing it was sending was an error code that wouldn't allow me to use it. I have no idea if the battery was the actual problem in that case. API could check with their tech who came out in late February to ** ********* *** to find out what the problem was and what they fixed. It was originally someone from customer service who told me to "change the battery", but again, API didn't come out to fix it for 7 months. API I'm assuming would have the technology to "see" that the alarm was not successfully set between August 2024 and late February 2025. I did not have the ability to use the alarm.
I reject a 3 month refund. This is inadequate for the disruption this has caused. Not only have I spent hours phoning and emailing the company, ZERO attempts have been made to reach me. As API noted I am a teacher. That has nothing to do with my ability to respond to phone calls or emails. Clearly I have received this note during my workday and have responded immediately.
In addition to a refund I am requesting personal communication from a manager apologizing for the service that I have received.
Sincerely,
**** *****Business Response
Date: 15/04/2025
A 3 month refund is more then fair in this case, the inability to connect is not entirely the fault of the business.
The matter is closed
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