Complaints
Customer Complaints Summary
- 94 total complaints in the last 3 years.
- 79 complaints closed in the last 12 months.
If you've experienced an issue
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:04/11/2025
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 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: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 customerCustomer 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: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: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:30/10/2025
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 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: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
Initial Complaint
Date:30/10/2025
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.
In the past week or two I have been trying to learn what my billing and paying options are. This was initiated when my automatic **** payments stopped because my card number changed. I no longer want to pay by **** but rather through the bank. To this end I have sent four emails and left four phone messages requesting a response. I have had none. This is an important issue because I am in arrears and could suffer a loss in credit rating.Business Response
Date: 05/11/2025
Good morning,
Please accept our apologies for your frustration. We are currently working through higher than normal calls and and emails.
Yes you can pay at your bank. Take the bill to make your payment.
If you are looking at setting up your account for auto withdrawal through your bank we can do that as well once the account is no longer in arrears.
I do hope this answers your questions. If you are still needing to speak with someone It is quieter later in the evening or first thing in the morning which would be the best time to call.
Initial Complaint
Date:29/10/2025
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 am submitting this formal complaint regarding API Alarm Inc., a home security company that has repeatedly failed to process my service cancellation, ignored all communication attempts, and continued billing after my termination notice. I was originally a **** **** ******** customer whose account was automatically transferred to API Alarm when **** sold its security division. Since that transfer, communication and service quality have been poor, leading to this issue.
Summary of Events:
1. Oct 2, 2025: Submitted a formal cancellation via API Alarm’s web form, requesting account closure effective immediately.
2. Oct 3, 2025: A representative confirmed receipt and said my request was sent to their cancellation team. Later that day, I was told to resend my notice to ****************************, which I did.
3. I received an automated reply promising contact within 48–72 hours, but no one has followed up despite over 40 call attempts ending in long holds or disconnections.
Current Issue- Despite proper and timely cancellation, I received an invoice dated Oct 29, 2025, for $*****, an unauthorized charge representing billing after cancellation, demonstrating ****** ******** ********* *** poor customer service.
Key Concerns- 1. No response to documented communications. 2. Continued billing after cancellation. 3. No written confirmation of account closure. 4. Unreachable customer service and misleading contact channels.
I request that *** *** ****** API Alarm:
1. Confirms in writing my account closure as of Oct 2, 2025. 2. Cancels and reverses all post-cancellation charges. 3. Provides written assurance no further billing or collection will occur.
I have retained all emails, call logs, and invoices ** ********* *** ******* ******* ******* ** ** * ******** ****** ************ ********* ****** **** **** ******** ********** *** ******** * ****** *** ******* ***** *** *** **** ********* ** **** ******* ********** ******* ******* ********Customer Answer
Date: 01/11/2025
As of October 30, 2025, a.p.i. inc alarm withdrew a total of $***** from my bank account (which was sent up initially with **** **** ******* Since my formal email to cancel services completed on October 2nd, I did not receive any services from this company for the month of October, yet was deducted a monthly amount. I have yet to hear back from any representation from this company to confirm cancellation. My only other option is to fight with my bank to reverse charges but that's not guaranteed. This is getting absolutely ridiculous and needs to be rectified.Business Response
Date: 11/11/2025
Hello,
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.
We can confirm your account has been cancelled, A refund for the referenced amount will be issued. Please
allow 10-15 business days to reflect on your statement, depending on your
financial institution
Thank youCustomer 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,
Gillian ******* ********Initial Complaint
Date:29/10/2025
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.
My 3 year alarm monitoring contract with **** ****** was ending as of October 31, 2025. At the end of September I contacted **** to let them know that I wanted to cancel my contract. Their customer service agent informed me that **** had sold their alarm division to API and I would not be able to cancel my contract until just 30 days before the end of my contract.
On October 1, I called API's customer service department to cancel my alarm contract and they told me that they were dealing with a high volume of calls and they they couldn't confirm that it was canceled but that I would get an email confirmation within a few days.
I never received the email confirmation so I sent and email, I also tried calling their customer service line and there was no answer. I've received an email reply from 'Andrew' who wanted me to confirm my account details and offered me an option for new pricing or a deal on the equipment (which according to the contract is transferred to me because it's paid in full). I replied giving the account info and said I was moving out of my office and not needing a new deal and wanted confirmation that the alarm monitoring was canceled and I have not received a reply. **** ** ******* **** *** ***** ****** **** * ******** **** *** *** **** *** ******** ** *** ** *** *** *********Business Response
Date: 11/11/2025
Hello,
Apologies for the delay. We are currently working through unusually high
call volumes and backlogs stemming from 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.
We have reviewed your account and can confirm your account was cancelled as of the end of October.
Thank you
a.p.i Alarm IncCustomer 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,
Karen *********Initial Complaint
Date:27/10/2025
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.
On Oct 1,2025
Effective Oct 01/2025 APIi Alarm took over our home alarm system from ********.
I tried several phone calls and left messages to call me regarding an email I received stating $**** had been credited to our account.
My billing arrangement was with ******** and we have had no communication from API. to renew or update this. We had not authorized another company to make automatic withdrawals from our bank. A search of the ****** ***** shows 2 addresses and 2 without address, but all 4 with the same phone number.
Effective today we sent a terminal of service email to the email they gave me finally ***************************** **************** **** **** *** ** ***** *********Business Response
Date: 04/11/2025
Good morning,
Please accept our apologies for your frustration. We are working through a very higher than normal call and email volume. A team member will reach out to you today;
Customer Answer
Date: 05/11/2025
I was available all day yesterday (Tues Nov 4) and today( Wednesday Nov 5).
There has been no contact - at door, email or phone call from - API.
Please advise as to next steps
Thank you
Brian
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