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:18/08/2023

  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.

  In November 2022, Bob D***** from API Alarm Inc. sold me a security system for my home and misinformed me about the system's functionality. I own a duplex and live in one suite while I rent out the other. Mr. ****** assured me that the alarm system that we were purchasing would allow for our tenants to arm their suite independently. When the system was installed we discovered that it does not function as promised. API attempted to resolve the issue, however, they finally said that it was not possible. I requested a credit on my account because of the inconvenience and misinformation. Mr. ****** said that he was not authorized to provide a credit, so I requested that my billing be adjusted to be $* less per month for the remainder of the contract. Mr. ****** agreed to this. This was in November 2022. In the months that followed, no credit or fee removal was ever provided. I have contacted the API customer service department numerous times, and I am always told that they are unable to resolve the issue and Rose Skrlec from their head office must decide on it. I have attempted to contact Rose S****c numerous times and have largely been ignored, save for a single e-mail that said I should contact the customer service department. I have attempted to contact a supervisor for Rose S****** but I was told that there is no one above Rose S*****, except for the CEO of the company. API continues to automatically withdraw the original amount from my bank account each month. I am seeking a credit from API for the total of $***, which is $*/month for the duration of my 60-month contract.

  

  Business Response

  Date: 18/08/2023

  Good Morning 

   

  Customer has been responded to and credit being applied to her account 

   

  Customer Answer

  Date: 18/08/2023

   
  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. I have unfortunately in the past been told by this company that they will provide a credit and then they did not provide the credit, so I remain somewhat skeptical that this issue will finally be resolved. If the company follows through on what they now say they are going to do, I will be satisfied. 
  I **** ******** **** * ****** **** ** *** ****** ************* **** * ******** **** *** ******** 
  Sincerely,
  
  Kerri ***** *******

• Initial Complaint

  Date:25/07/2023

  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.

  We have been a long term customer of API, at least since they took over the business. My last upgrade included a GSM unit which changed us from a landline to a cell-like unit. One if the conditions of our contract was that should our connection with the alarm monitoring service be compromised, we would be immediately contacted. While on landline service, this did happen and we were properly advised. In May this year we disconnected our GSM unit and contracted with another alarm company for monitoring. I did not hear anything from API...no call, no email. This is a breach of contract. They did not fulfil their obligations that they had been paid for a year in advance. On July 1 this year I got an emailed invoice and my credit card was charged with an annual charge. I immediately sent an email back telling them their service was not required and they should credit my credit card. Not hearing from them (as usual) I called them on the 4th of July and was told they were way too busy to read the old emails and that I had to email again to cancel. I did so, and was ignored until the 7th when I got a call from someone saying he was from customer service. ** **** ****** ** *** *** ******* ********* *** * ********. I tried again and again to talk to the person in Winnipeg from customer service. She won't return my call. She won't email me except to say that They will refund 11 months sometime after the end if July because I owe them one month cancellation fee. I have emailed and phoned explaining they were in breach, not me. All I want is my money back in good time, not whenever they feel like it. I was willing to let them have the month just to get my money back but now I am angry and frustrated. I want the full amount ($******) back. They breached the contract and must pay for it. **** *** *** **** ** **** ** **** *****

  

  Business Response

  Date: 27/07/2023

  Hello

   

  please provIde the actual dispatch address of where the alarm was installed

   

  we cannot locate the account with BOX # 

  Customer Answer

  Date: 27/07/2023

  physical address is ** ******** **** ******* ***** ********* ******** *** ***

  Their inability to find the file seems to be ******* since I sent a copy of their invoice and the contract, which shows address and account number.  ******

  

  Business Response

  Date: 03/08/2023

  Refund processed.

  Thanks,

  Judy

   

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

  Customer Answer

  Date: 03/08/2023

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

  1)  Had you taken the time to read the attachments to my claim you would have seen a file called API Monitoring.pdf.  This file carries all the information you require to find my file.

  2)  I have not received my refund and it is well after the end of July.  When are you planning to refund the eleven months you referred to in your response.

  3)  API should be paying me an extra month, not the reverse as API broke the terms of the contract and failed to provide the service being paid for.

  Sincerely,
  
  Colleen ********

   

  August 10, 2023

  Thanks for your assistance. I have received a credit to my mastercard. ** ** *** *** **** ** ******* **** ******* * ** **** ************ ** *** ** **** **** *** *** **** ******* ** ** ********** **** **** ***** **** ******** ***** ********* ******* * *****  **** ** *** *** ** *** * ********* **** ** ****** **** *** ***************
  Colleen ********

• Initial Complaint

  Date:27/06/2023

  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.

  It’s been increasingly difficult to contact the company when the monitoring system needs repairs, or when you have a question. Current example - I called the Technical support and repairs for a security system that has been alarming. First issue, the company does not contact the customer as they say they do. My system has been alarming for 18 hours without any contact from them. That’s a problem when they claim that they they are a home security company. Second issue - it’s near impossible to have someone deal with the issue. I call technical support, and they say they are not familiar with my system. They tell me to call a different phone number. When I call that phone number they have no idea why I was forwarded to their department. I was given another phone number, and am told that they are closing in 15 minutes and that a technician will call me within 3-5 business days. I call another random phone number on my bill, and the voicemail says to leave a message. I call another after hours phone number and am told that someone will call me within 15 minutes. And that phone call didn’t happen. ***** ** *********  *** *** *** ***** ** **** ***** ******* *** *** **** *********** *** **** **** ******** ** **** ******** ********

  

  Business Response

  Date: 28/06/2023

  Good Morning 

   

  We have received the oncall procedure with our new operator , contact will be made by our service team first thing this morning and a month free will be applied to Eileens account for the frustration this has caused 

  Customer Answer

  Date: 04/07/2023

   
  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,
  
  Eileen ************

• Initial Complaint

  Date:30/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an invoice for service that I never received (at an address I haven't lived at in 5 years). It was forwarded to me by the current occupants. Needless to say, there are lots of charges and late fees that I should never have been billed for. Called multiple times during business hours and after hours. No answer from the monitoring station or using the 1-800 number. When I finally got through, I was transferred to the billing department, but nobody picked up and no voicemail was available.

  

  Business Response

  Date: 14/02/2023

  *** ******** ***** was cancelled Sept 2020, there have been no invoices sent to this address since the cancel date of 2020 

  Please verify this is the correct address to search 

   

  Thank You

  Rose

  Customer Answer

  Date: 14/02/2023

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

  Service address in question is *** ****** ******   

  
  Sincerely,
  
  Matt *****

  

  Business Response

  Date: 16/02/2023

  This location is not cancelled , please send your original email request to cancel the account to **************************** we will cancel the invoices and cancel the account, we do not have a request to cancel for this address

  Sincerely

  Rose

  Customer Answer

  Date: 17/02/2023

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

  I have not lived at the address for over 5 years.   I called the alarm company to cancel when I moved out.  Payments stopped coming off my credit card at that time.  I have received annual bills each year and each year I have phoned to complain.  I have been told that it would be fixed. I asked the new owner to call as well, which she did on my behalf.  The current resident does not have service with you and has never paid a bill to you.     How on earth can you continue to provide “service” for 5 years without payment? And without contacting anyone about it.  **** ****** ********* ** ** ********
  

  Please cancel this account immediately and reverse all charges as no service has been received.

  
  Sincerely,
  
  Matt *****

  

  Business Response

  Date: 22/03/2023

  There is not a cancel request on file for this address, please have the customer send me their original email request to cancel. 

   

  This same response was provided Feb 16^th and to date we have not received the cancel email

   

   

  Sincerely 

    

  Rose ****** 

  National Operations Manager 

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

   

  Customer Answer

  Date: 22/03/2023

   
  Complaint: ********
  
  I am rejecting this response because the business did not address my issue.  I have now emailed them to “cancel” the account I have tried to cancel multiple times before.  Continuing to bill a client for YEARS without any payment or communication is ********** particularly when no service is actually rendered.  
  
  Sincerely,
  
  Matt *****

  

  Business Response

  Date: 23/03/2023

  He sent it right away and I responded that it will be cancelled and invoices cancelled 

   

  Sincerely 

    

  Rose ****** 

  National Operations Manager 

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

• Initial Complaint

  Date:10/01/2023

  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 been trying to cancel my service with API for almost one month. I was told I needed to do this in writing and was given an email address to send it to. My original email on Dec 12 stated that I wanted the service cancelled immediately, as we were planning an upgrade (to wireless, and since we already cancelled our landline, there was no way to have the alarm monitored in the meantime). There were multiple back and forth emails with someone who seemed to completely disregard my request for cancellation. I was charged the usual monthly fee on Jan 1, so I emailed again stating that I wanted my service cancelled, and I wanted a refund for the Jan 1st payment, and that I was no longer interested in the upgrade. The response was that a salesperson would call me. I attempted to phone the company, but I was only able to leave a voicemail and of course nobody called me back. I sent one more email requesting a cancellation and saying that I would be filing a complaint with the BBB should no one contact me by the end of the day

  

  Business Response

  Date: 26/01/2023

  Our sales team has attempted numerous times since the original request December 2nd to reach the customer to discuss her upgrade request, we will follow up now with an email response 

   

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June 2020 we had our API alarm system upgraded so we could eliminate our landline telephone. Months went by and we did not receive a bill or statement of account. I emailed API to determine why we had not been sent a bill or statement of account. Several months later, still no bill. Not knowing how else to contact API, I emailed Bob ******* the API representative who sold us both alarms. No email response was received and no bill was sent. In June 2022 I received a paper bill in the mailbox for $*******– that included finance/interest charges!! For 2 years API could not be bothered to call, email or send a paper bill, then they **** ** charge us interest. After several attempts to call them, I finally get a hold of someone, and was told the issue was when we switched to the new system - it was being billed/connected to the old account with an old email address. Several emails have gone to them asking what they are going to do about this. API uses payment portal - I can't pay my bill without an email. During the summer of 2021 our alarm would randomly go off due to the front door sensors. We called to ask if they can fix this, and was told to fix our house instead. Since then, it is impossible to even use our alarm system as we have pets who are sensitive to sound and we can't continue to ask relatives to go check on our house when we are 3 hours away. How can API justify charging us for the time we weren't billed when the error was on their part? This is an alarm company, they have our address and phone number, why was there no attempt to reach out? In my last sent email, I stated that we were extremely unhappy and would like to discontinue their services. He replied that we are under contract until 2025 and if we are to discontinue we would have to pay the remainder and I was to let him know before the end of December. I replied if we are forced to stay we will keep the service. I just received a bill for $****- for the past 2 years up to 2025!!

  

  Business Response

  Date: 09/01/2023

  Monitoring was active on the account, if billing was not set up that was an error however services were supplied in the form of monitoring and gsm services

  we will look into the amount owed as well as false alarm outlined, and contact the customer direct 

  Customer Answer

  Date: 18/01/2023

   
  Complaint: ********
  
  I am rejecting this response because: It's been 9 days. I'm not satisfied with the reply on here, or the reply from Bob **** ************ We should not have to pay for your error - and like mentioned, monitoring may have been active, but was not being used due to it going off while we were out of town several times and you neglecting to fix the issue. 
  
  Sincerely,
  
  Michelle *****

• Initial Complaint

  Date:06/01/2023

  Type:Order 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.

  My former alarm company shut down and I was told (by API) that API took over the monitoring and if I didn’t sign a 60 month contract with them my monitoring would stop. I spoke to the representative and agreed to have them take over the monitoring for an agreed monthly service. They sent a technician Aug 2022 to upgrade my panel and this is where it started to fall apart. After 4 hours, the technician could not get the panel to communicate with the monitoring center.The technician was a private contractor and not an API employee. I was told by the technician that ***** needed to run a dedicated phone line for the system to work. I spoke to a customer service representative in September 2022 as the system still wasn’t communicating to the monitoring station and asked how they monitor homes without a land line? She said they can install a different system. I waited and and never received any communication about an upgrade. I reached out in November after realizing they were billing me for monitoring when they knew it wasn’t working? No response was given so I contacted the original sales person Christian asking for my contract to be cancelled as they were unable to provide me with the monitoring services. He sent me to customer service to cancel my contract. Jan 2023 I reached out after getting another bill and they told me I would need to pay out the remaining time left on my 60 month contract. The contract I signed clearly stated the 60 months is “starting from the date of system activation”. The system has never been activated so I should never have been billed. I outline this in my most recent email to them asking to cancel my contract and sent a picture of the portion of the contract that outlines term of agreement. They have stopped responding to my emails and this is why I am filing a report to the BBB. Hopefully this will resolve the matter and they will stop billing me for a service they have never provided to me.

  

  Business Response

  Date: 31/01/2023

  Monitoring services were provided daily, balance of agreement is owing 

• Initial Complaint

  Date:23/11/2022

  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.

  This company sends automated emails about payment, but doesn't return phone calls or reply to emails. I called on September 22 and left a message. Nobody has returned that call 2 months later. I sent an email on October 15. Nobody has replied to that either. They called regarding an alarm at my home at the end of September. They called my landline and then the police. They didn't call my cell phone (the number they had on file was wrong by one digit - their issue, not mine) and they didn't call any of my keyholders. So the back door to my home was open all day for 10 hours and someone could have come in to steal all my belongings. What am I paying a security company for? ******** **** ** * ******** **** ******* ** ******** ********

  

  Business Response

  Date: 23/11/2022

  September 22 a back door alarm was received, *** *** **** was called and a message left 

  The police were attempted to be dispatched however would not attend as only one zone which was the back door alarm has tripped, they would not attend on one zone 

  You spoke to an operator at 17:27 and provided a new number indicating the one we had called was wrong 

   

  Customer Answer

  Date: 24/11/2022

   
  Complaint: ********
  
  I am rejecting this response because: does not address why keyholders on file were not called.
  
  Sincerely,
  
  Melissa ******

  

  Business Response

  Date: 30/11/2022

  The list was not called due to an error on the operator's part and the error was reviewed with the operator at the time of the initial complaint, we can understand the customers frustration we have added a 3month credit to the account to restore faith, also note customer will still receive an invoice we will not pull the payment 

   She has been left a message as well

   

  Sincerely
  

    

  Rose ****** 

  National Operations Manager 

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

  Customer Answer

  Date: 01/12/2022

   
  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. I hope that there will be better communication from the company going forward so that these types of situations can be avoided altogether.
  
  Sincerely,
  
  Melissa ******

• Initial Complaint

  Date:15/11/2022

  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 been a client of ****** (now called API) and its predecessor companies for many years. In September 2021 our security system malfunctioned and repeated calls to the local office failed to resolve the problem. ****** then offered to replace the system upon our signing a new five-year contract. We read the contract and, finding it too draconian, declined to renew. All this was communicated to ******* ** **** ******** *** ***** *********. We also stopped paying ******. For more than a year since then ****** (API) continues to bill us by email and regular mail as well as pestering us with text messages and telephone calls. We want nothing to do with ****** and want them to stop harassing us.

  

  Business Response

  Date: 15/11/2022

  Hello

  Our apologies for the frustration this has caused, we have engaged ****** for a response and a member of our API team will reach out to the customer direct today

   

  Sincerely

  Rose

• Initial Complaint

  Date:03/10/2022

  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.

  Couldn’t set alarm so called for tech support. Called on 3 separate occasions. Last Call fellow was very Nice and said that no one from tech support had called in or called me back. No idea why. So that’s 3 nights in a row I haven’t been able to set my alarm. **** ****** ** ******** **** ********** ** ****** ***** **** ** **** **** ** * *** *** * **** ******** ****** **** ******totally unacceptable

  

  Business Response

  Date: 03/10/2022

  Service attempted to reach out , they will try again

  Thank you