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:21/10/2025

  Type:Billing 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 hopeful that the situation would get resolved but A.P.I Alarm are now passing me around and seem to ************* deflect away from providing a resolution.
  ** **** ** ***** ****** * **** ** *** *********** **** ************ **. I had my alarm switched on me from **** ********* to A.P.I Alarm.
  I already signed a contract for monthly $***** and the agreement was A.P.I Alarm would lock in that amount for at least 2 years but are now charging me $ *****/month.
  
  I contacted them several times and I have proof of direct request through the email they confirmed to have received.
  Follow ups have failed as they keep passing me around without any manager help. T*** ******* ***** **** * **** **** *****
  
  Based on what has conspired the options I have are as follows.
  1) immediately switch my monthly and provide clear proof that this amount will be locked in
  2) cancel the service, I do not want to deal with ************* service provider. ********** *** **** ** ***** ** ** ******** *******  ****** **** ** **** **** ***** ***** **** ***** *** ****** ***** ***** ***** Account Number: ************** Issue: a.p.i. Alarm charging the wrong monitoring fees.
  Current: $*****
  Actual Plan: $*****
  
  Last 3 months shown below as proof of agreement service payment. This should be locked in going forward.

  Please change the billing amount as per our agreement. 
  
  Thank you, 
  
  Karam *****

  Customer Answer

  Date: 23/10/2025

  They have decided to cancel my account without contacting me. I found out through the monitoring station. They are not picking up my calls at all. I need them to call me or send me email of verification to document that I will no longer be charged any feeds going forward as well as refund me the remaining amount they falsely withdrew from my account of $*****

  

  Business Response

  Date: 04/11/2025

  Hello, 

  Apololgies for the delay. We have been experiencing higher than normal call/email volumes. Your cancellation request has been processed and a refund for the amount referenced is in the process of being issued. 

  Customer Answer

  Date: 07/11/2025

   
  
  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.
  
  Thank you ** *** * ******* *** ***** ** ******* ****** ** **** ****** **** ****** **********
  
  
  
  Sincerely,
  
  
  
  Karam *****

• Initial Complaint

  Date:21/10/2025

  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.

  Hello,
  On October 1, 2025 APi Alarm took over my account from **** ***** ***** I called APIi Alarm on 10/9/2025 and they told me my account was not yet received.
  On 10/17/2025 I got a bill from API Alarm for $***** which is correct.
  I can not get hold of these people on any number and I wish to CANCLE my service with them as I feel they are NOT monitoring my alarm system.
  I called the monitoring center and no answer.
  The email told me call ************** *** **** if any issues NO ANSWERS.
  I do not want pay the $***** or any money to API Alarm.
  I want my service canceled.
  **** ** * ***** **** ******** ** **** **** ** ** **** *** ******* Please have them cancel my service
  Thank you.

  Customer Answer

  Date: 23/10/2025

  Hello,

  On 10/23/2025 I was able to talk to the monitoring center at 4:00 am

  after talk to them I have decided to continue service with a.p.i. Alarm

  No need to cancel my service with them at this time.

  They also email me and told me they are getting high volumes of calls.

  although it is very difficult to talk to customer service 

  Thank you for your help.

  Customer Answer

  Date: 23/10/2025

  This is resolved now.

  Thank you.

• Initial Complaint

  Date:20/10/2025

  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.

  I've been a **** customer for year, pretty much since I was a teen. After buying my first home, I had **** come install their **** ***** **** ******** ***** system in June of 2023. They sold it to API. Alarm Inc whom this complaint is regarding. I have been calling all the phone numbers I can find for this company to try and tell them that we have sold our house and need to move our services. Every phone number I have call, you don't get a hold of anyone, just answering machines:
  *********** *********** I've sat listening to the company directory to see if I can get a hold of any one, but more than half of the extensions have no department or name associated to them.
  I've gone on the company website and sent them emails through the contact section *********************************** and I've gotten no response other than the automated response:
  
  Hi, Carolina - Thank you for contacting API. ALARM.
  
  We'll get back to you as soon as possible.
  
  This is an automatic reply to let you know that we've received your message, please do not reply.
  
  If you require immediate assistance, please call **************
  
  Thank you, ****** ***** **** ******** ***** ** ******** ** *** *** ************************
  
  I did get an email of them taking payment, and tried to see if I could get someone from that, but it's a *********************.
  
  At this point I don't know how else to get a hold of this 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.

  Upon reviewing your account, a cancel was placed for the end of October. If there is any other tasks you needed completed, please email me at **************************

  Thank you

  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,
  
  
  
  Carolina ** *****

• Initial Complaint

  Date:20/10/2025

  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.

  We had a contract with ***** that was then transferred to A.P.I. My alarm system is not working correctly. I have made three call attempts to API Alarms to request a repair with no response or call back. I want to find out how much they charge to cancel early as my contract is not up until April 2026, but I have been unable to reach anyone at technical support, customer service or accounting.

  

  Business Response

  Date: 03/11/2025

  Hello,

  Apologies for the delay as we are experiencing higher than normal call/email volumes. We will have a technical support agent reach out today.

  Customer Answer

  Date: 04/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The answer they are giving is that they will call today, the answer does not show when they sent BBB this message, does not show a date which they will call. I would like a direct phone number to a person I can speak with as the general numbers issued publicly are not manned, and voicemails left are not being addressed. 
  
  Sincerely,

  
  
  
  
  Ann ********

  

  Business Response

  Date: 14/11/2025

  We are so so sorry

   

  Service is reaching out and I will be adding a 2month credit to the account for downtime

   

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

    

• Initial Complaint

  Date:20/10/2025

  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.

  **** sold their alarm business to API Alarms effective Oct 1, 2025. I called API and wrote them an email to advise that I was not interested in transferring my alarm monitoring to API. However, they charged me anyhow. In the meantime, the alarm system is constantly "glitching" and so is basically worthless as monitors and alarms are always "down". It is impossible to get through to anyone at API - my followup emails are unanswered, by phone they never answer and voice mails get transferred to a mailbox that is always "full." There are no instructions in the transition from **** to API on how to cancel the service online. I'm stuck - I cannot reach anyone by email, phone or website.

  

  Business Response

  Date: 03/11/2025

  Hello,

  Sorry for the delay as we are experiencing higher then normal call/email volumes. Your cancellation request has been submitted and is being processed.

  Customer Answer

  Date: 04/11/2025

   
  
  Complaint: ********
   
  
  I am rejecting this response because: Thank you.  I cancelled on September 30 and they have now charged me again - I have now made 2 payments of $** for services I didn't want and that do not work. Will the company refund me these payments? In the meantime I have made additional efforts to contact them by email and phone but there is never any response.  Thank you
  
  
  
  Sincerely,
  
  
  
  Marketa *****

  

  Business Response

  Date: 14/11/2025

  Account is cancelled refund will take up to 10days to show with their financial institution

  Sincerely 

    

  Rose ****** 

  Director Customer Experience

    

• Initial Complaint

  Date:16/10/2025

  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.

  In April of 2024, I contacted *******API to cancel my services. The customer service representative stated that I should call back in June 2024 to cancel as that is when my contract expires, and it would save me an early cancellation fee.
  I called back in early June 2024 to cancel as per our discussion. At this time it was impossible to get a response. No one would answer the phone respond to my emails or messages. When I finally got through to customer service. They informed me that a new contract had been signed on Sept 19th, 2023. This was false information. I had not signed nor renewed a contract. They forwarded me the said contract. The contract had the name "****** ********" and was electronically signed with my last name being "*********".
  I knew this was incorrect as I changed my name in May of 2024 and would have signed an apparent new contract with my legal signature of ******* ********- not ********* as it was my name at that time. They stated that my contract was signed until Sept 2028, which I had never agreed to. The contract also stated that a technician was present for the contract signing- which was not the case. I did not renew this contract.
  I have spoken to Belia ****** a customer service representative and Hayley ******, both of whom have told me I owe the remaining of the contract in order to cancel. I am moving on November 11th, 2025 and need to cancel immediately. I did not resign a contract, it was renewed without my consent. I will not be paying out the remainder of the contract as I did not agree to renew the contract nor did I sign a renewal.

  

  Business Response

  Date: 10/11/2025

  Customer was emailed direct yesterday and this was resolved 

  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,
  
  
  ******* *********

• Initial Complaint

  Date:16/10/2025

  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.

  API acquired **** ***** **** which i was a client of and now since October 1st i have been moved over to API as a result of this acquisition. The problem is i have not been able to get a hold of anyone since then. I have called multiple times a day for weeks plus sent emails. I have asked to cancel my services and no replies by email or telephone.

  

  Business Response

  Date: 27/10/2025

  Hi, 

  Thank you for your patience during this time. I sincerely apologize for your inconvenience. I have forwarded your request for follow up and will receive a call back.

• Initial Complaint

  Date:16/10/2025

  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 have a home security system that was with **** ******, who sold, as of Oct 1, 2025 to A.P.I alarm company. My security camera's have not worked since then. I contact the tech service who issued a repair ticket, and said I would hear from a technician in 24 hours, that was 7 days ago. I have made numerous attempts each day to reach someone, only to get a voicemail. I called 4 times this morning, and I finally reached someone in accounts, as I requested disconnection of service, as I will find another company, she told me I had the wrong dept, said someone would call me, and I said that I had left numerous messages, without success.. She was quite rude, and hung up on me. I want this system out of my house. I do not have an account #, as I've had no communications from this company since they took over from ****. I am not paying for a service that I am not getting. Any calls to them to rectify this has been met with answering machines saying leave a message, which I have done consistently, and no one has called back.

  

  Business Response

  Date: 26/10/2025

  Apologies for the frustration, ticket was created 0ct 9th and was not dispatched which we are investigating why , Service will be in touch tomorrow morning to arrange the home visit 

   

  October bill has not been invoiced , will add a one month credit to the account for downtime 

   

   

   

  Customer Answer

  Date: 27/10/2025

  Ok, thank you so much for answering.  I will go ahead and accept their proposal. 

  
  Thank you again for your assistance in this matter.  Much appreciated!!

  
  Stacey **** 

  Customer Answer

  Date: 27/10/2025

   
  
  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,
  
  
  
  Stacey ****
  
  ************

• Initial Complaint

  Date:16/10/2025

  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 have made multiple attempts to contact your company using the phone number and contact details provided on the invoice, but there has been absolutely no response from any company representative. Even your central command center has been unable to establish communication due to what was described as a system issue.
  
  I have reached out repeatedly to the Billing Department, Customer Service, and Administrative Department, yet no one answers the phone, responds to emails, or returns voicemail messages. This complete lack of communication is unacceptable and unprofessional.
  
  Furthermore, I have already submitted a remittance, which has not been properly applied or acknowledged to my account. This raises serious concerns ***** *** ********* *** *********** ** **** **********. At this point, I am extremely dissatisfied and deeply concerned that your company’s conduct *** ** ********** ** *********** *********** ****** * **** ** ********* *** ******** *****.
  
  I have also contacted **** ******* as they were the entity that sold the business to your organization. Unfortunately, they too have refused to provide any assistance, which only adds to the gravity of the situation.
  
  Immediate action and clarification are required. If this issue is not resolved promptly, I will have no choice but to escalate the matter further.

  

  Business Response

  Date: 27/10/2025

  Hello, 

  We understand your frustration, we have been working through a high call/email volume, 

  In reviewed your email address, we do not show a request received , can you please outline your initial concern you needed assistance with 

  Rose 

  

  Business Response

  Date: 27/10/2025

  Apologies your cancel was received and will be cancelled at the end of October 

   

  Customer Answer

  Date: 27/10/2025

   
  
  Complaint: ********
  
  
  
  I am formally rejecting this response for the following reasons:

  
  1) The cancellation notice was issued under the direction of **** ******, who also expressed concerns regarding potential mismanagement of client accounts.
  

  2) The system has been non-operational since October 1, 2025. A payment was made through *** **** ***, which has not yet been reflected in the account. Therefore, a refund is warranted due to the unavailability of services during this period.
  

  3) The business has not provided any confirmation regarding the cancellation process — specifically, whether the account will be closed without penalties, nor have they clarified the formal procedure for account termination. 
  

   

  Sincerely,
  
  
  
  Bilal ******

• Initial Complaint

  Date:14/10/2025

  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 was a customer of **** **** ******** and A.P.I. alarm assumed there security business. I have been calling and emailing trying to cancel the service but receive voicemail with no return calls and my emails do not receive a response. * **** **** **** *** ******** ** ******** ** ******* ***** ** ** ******* ** ******** ******** *** ** ********** ** **** ******* ** **** *** ** **** ********** 

  

  Business Response

  Date: 26/10/2025

  API has been in business for 43 years, ** ** *** **** ********* * we are fully Canadian and privately owned, * ******** **** **** **** ****** ** ***** * ****, we recognize we did not make the best first impression , we are working through high call volumes/emails 

  We are not intentionally ignoring any of our new customers, an associate will reach out Monday morning to discuss the customers cancel request, accounts are cancelled at the end of the month per process policy. 

  Thank you