Complaints
Customer Complaints Summary
- 94 total complaints in the last 3 years.
- 79 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:27/10/2025
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.
******** ******** sold to API Alarms and API took over Oct 1 2025. I am having trouble with my cameras they are not recording and I live in an area of the city that has a high crime rate. I have a situation with a guy that keeps coming to my door but now the cameras are not picking up people. Even my sons did not show up on the cameras when they came over to help me. I have been contacting API Alarms daily for technical support I have left multiple messages for help but no one in 25 days has called me back. I am getting increasingly concerned and now I wonder if I should be paying the high monthly fees. I need advice and help as a senior citizen I depend on those cameras for safety. ******* ** *** **** *** ****** ** ** **** ******* ***** * *** ****** ** ***** ****** *** *** *** ******* *** *** **** ******* ** *** ****** **** ** ***** *** **** ***** ****** ******* ***** *** *******
Business Response
Date: 06/11/2025
Hello,
Apologies for the delay. We are experiencing higher then usual call volumes at this tiime. We will have someone from our tech support team reach out shortly.
Customer Answer
Date: 14/11/2025
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,
Jane *****Initial Complaint
Date:24/10/2025
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'm trying to cancel my account with API/******. I can get a reply from ****** saying I have to cancel with API. Perfect. I can't get through to API. No response to calls/voicemail/email. I have to looking into a stop payment order and blocking transactions through my cc. I can't get in to the apps anymore apparently, it won't send me reset emails to either me or my wife. **** ** *******Business Response
Date: 06/11/2025
Hello,
Apologies for the delayed response as we are experiencing high call volumes. Your cancellation request has been processed.
Customer Answer
Date: 06/11/2025
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 despite weeks of no reply.
Sincerely,
Terry ******Initial Complaint
Date:24/10/2025
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.
Hi there
Ever since a.p.i. took over for *** ***** ******** I have not been able to contact them.
I’ve left them several messages
I’m paying for monitoring and security guards to come to my house when my alarm goes off and they can’t get a hold of anyone
not once have I had a call from them asking if everything was OK … I’ve been trying to change my password and take people off my list that are no longer living in the house and I can’t do any of that because I can’t get a hold of anybody there
so now I want to cancel my contract with them again … cancel my contract
****** ****Business Response
Date: 06/11/2025
Hello,
Apologies for the delay. We are experiencing high than normal call volumes. You cancellation request has been processed.
Customer Answer
Date: 06/11/2025
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,
Myrna ***Initial Complaint
Date:23/10/2025
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.
Being transferred from **** to a.p.i. alarm on Oct 1, 25. Since then we have not been monitored anymore. Triggering an alarm does not result in anything. Cannot get a hold of anyone of the company. On hold for hours on the phone, emails only get the standard reply that they have been received.Business Response
Date: 27/10/2025
Hi,
Please accept our sincere apologies for your frustration. I do see your signals were tested yesterday and everything is working as it should.
I have also provided a one month credit for your patience.
Customer Answer
Date: 28/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Birte ****Initial Complaint
Date:23/10/2025
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.
We were customers with **** *** **** ****** alarm for approximately two years. We had signed a contract with them for three years therefore, when we decided to move, we were told by **** *** that options were either to pay out the contract, which was about $*** or transfer the service to our new location and restart a three-year contract. We decided to transfer the service. We received a bill from **** *** with the amount of $****** with an additional install fee of $***, and a penalty fee. I immediately called **** *** and their response was they no longer own the company and that I was required to call API alarm in order to get the issue resolved. I called that day only to be transferred to a voicemail that was full, and there was no other way make contact with the company. The next day my husband made several attempts to call the company to have the issue resolved and still there was no way we could reach anybody. He decided to put a Google review in hopes that he would get a response. That led to nowhere. A couple days later my husband reached out to **** *** again stating that their name was on the bill and that we were unable to connect with API alarm. **** *** was adamant that they had nothing to do with this alarm bill given that the company now transferred. About a week ago, I received another invoice from API alarm stating that my **** card was not allowing the transaction for the monthly alarm bill to go through as the payments were still connected to **** ***. There was an email address attached to the invoice, and I did explain the situation and left a phone number for them to reach us. We still have not heard anything. I have not turned my house alarm since the situation has started. I do not trust that if my alarm were to go off, that someone from api alarm would notify me.Business Response
Date: 30/10/2025
Hi Vicky,
Please accept our sincere apologies for the trouble you have been through. We have been receiving an exceptional amount of calls that we are working through.
I have reached out the ******* to reverse the buyout amount of $******. I hope this will change your mind and you will continue to be our customer.
Although we do have a slight difference in alarm response. I can assure you if you set your alarm you will be called if it hasn't been disarmed.
Once I have confirmation I can reach out to you again. To determine if you still want a cancellation processed.
Business Response
Date: 06/11/2025
Good morning,
I just wanted to let you know I have gotten a response from ****. The full amount of ****** has now been reversed. The reversal will be on the account within 3 to 5 business days.
Are you still wanting to proceed with a cancellation or continue with the services?
Business Response
Date: 16/11/2025
Hello
We have reached out to Vicky direct via email to discuss and have resent invoices for her records
Thank you
Customer Answer
Date: 19/11/2025
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,
Vicky ************Initial Complaint
Date:23/10/2025
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.
Api Monitoring just bought out my home monitoring contract. I can't reach them by phone, they randomly hang up, a full voice mail msg plays, or I'm stuck waiting on the line for more than 45 mins with not answer. I did manage to leave a voice mail , several times. But I've haven't received one call back. My front door camera isn't working and I need a service person to come by and fix it.Business Response
Date: 28/10/2025
Hi,
Please accept our sincere apologies for the inconvenience this has caused to you. We will have a service rep call you today.
Also, I have put a one month credit on your account for the frustration you have been going through.
Initial Complaint
Date:22/10/2025
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 September 4th I called **** ***** **** to cancel my account because I didn't want their intelligent home services anymore and because the company was changing to API, which I didn't want to be client with.
**** confirmed me over the phone that the account was cancelled.
For my surprise, on October 10th API charged me on my credit card. I had already cancelled my account, so why did they charge me?!
I called them on the same day around 7pm and left a message on their mail voice box since nobody answered the phone.
I also called **** right after, a few minutes later but the person wasn't able to answer me since the ***** **** services with **** is finished since October; they were transfered to API.
API never called me back so I tried calling again the week after and this time I talked to the emergency alarm person (*** ******* *** *** *** ****** *** ** **** ** *** ****** *******), it's the only person we can talk to because all the other options (client services, billing services) never answers and never replies to their voice box messages.
I also sent a message through their website inquiry system explaining the problem and asking for them to contact me back and nothing.
Then I sent an email to them and they never replied me.
I decided to call my credit card to explain the situation to them and ask to give me back the money that API had charged to my credit card, they sent me a form to ask formally.
Then I called back API a few times and still the same situation : nobody at the client services or billing services ever answer the telephone line and don't return their messages.
I am exhausted of this situation and decides to make this complaint.
** ***** **** *** ** * **** **** ********Business Response
Date: 27/10/2025
Please accept our apologies for your frustrations. Your account was cancelled on Sept 14th. The Sept payment would have still been processed as it had already been sent to the bank.
This has resulted in a credit on your account, which we will process a refund for.
Initial Complaint
Date:22/10/2025
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 alarm system was changed about a m month ago to API
My patio.. door was replaced about 2 weeks ago and they had to disconnect the alarm and told us to call API to replace. Despite 7 phone calls and an email they have not contacted us to schedule a technician to come out and reconnect the alarm.Business Response
Date: 27/10/2025
Hi,
We are very sorry for the inconvenience of this. Our service department has been notified to contact you to schedule a site visit.
I have also applied a one month credit to your account for the frustrations.
Customer Answer
Date: 27/10/2025
Complaint: ********
I am rejecting this response because:I accept the spirit of the response, but I will not consider the matter resolved until I am actually contacted and a technician comes out to reattach my alarm.
Sincerely,
Jame* ***** ****Business Response
Date: 06/11/2025
Good morning,
Please accept our apologies. I will service call you today to schedule an appointment.
Customer Answer
Date: 06/11/2025
Good afternoon.
The service tech from API is scheduled to come this afternoon. Once they come and reconnect my alarm, and it is working properly I will email you that the complaint is resolved.
Thank You
Customer Answer
Date: 06/11/2025
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. My alarm was reconnected on Nov 6th about 1400h.
Sincerely,
James ***** ****Initial Complaint
Date:21/10/2025
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.
We are **** customers and recently they switched over the alarm system monitoring over to API . They are taking our monthly payments but we are unsure we are protected as we are unable to reach them via phone or email for days and they do not return our call ! We have learned there are several others as well ! If someone could look into this it would be greatly appreciated. **** ** ******* ************* ** **** ** **** *** ***** ***** ********* **** ** ** ************* ******** ****** * ******* ****** * **** **** *** ***** ** ******** ******** *** ***Business Response
Date: 03/11/2025
Hello,
Apologies for the delayed response. We are working through a higher than normal call/email volume. We can confirm your account is being actively monitored by our monitoring station and we are receiving all signals from your system.
Regards,
Sujan ***********
Initial Complaint
Date:21/10/2025
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.
Our internet needs to be hooked up to the alarm. We have been calling, emailing, and leaving voice messages since Oct 8/2025 **** recently sold to API and it's ridiculous I can't connect with anyone in the past 2 weeks.
We certainly do not feel confident with this alarm system and safety of our home.Business Response
Date: 03/11/2025
Hello,
Apologies for the delay as we are working through higher than normal call/email volumes. A technical support agent will reach out today.
Regards,
Sujan ***********
Customer Answer
Date: 05/11/2025
Complaint: ********
I am rejecting this response because:Someone did call to set up a service call - we have already gone to another provider as we knew we had no alarm for over three weeks.
I have emailed at least twice indicating we are terminating services and are still being charged.
Sincerely,
Lisa ********Business Response
Date: 14/11/2025
Account is cancelled and Oct and Nov is being refunded
Sincerely
Rose ******
Director Customer Experience
***** ***** ***
Customer Answer
Date: 14/11/2025
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,
Lisa ********
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