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:14/10/2025
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.
Apparently ****** security switched to API security. My panel has messed up and beeped for a week straight. I called API about 40 times, left multiple voicemails and sent multiple emails. I can’t get a hold of a single human to fix my problems or cancel my services. I have put a stop payment on my banking for them in hopes of someone calling me. Horrible customer service *** ***** ** *** ***
Business Response
Date: 26/10/2025
****** ACCOUNTS transitioned to API in 2021
Customer was called and left multiple messages for service as well as notification that his 3G communicator requires an upgrade , our team will attempt Monday morning again
Initial Complaint
Date:14/10/2025
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.
Since **** *** sold their monitoring system to API, we have experienced a problem with the alarm and it is not turned on so essentially we have been without a house alarm for nearly three weeks. I have tried, multiple times a day, to reach someone about getting the alarm fixed but have been unable to get any contact. I have tried their local Winnipeg number, multiple toll free numbers and "contact" connections as well as emails. I cannot get any response. I did get the automated response from their online contact centre that I would be contacted but that was last week and nothing has happened. We are still paying for a service that we do not have. My level of frustration with this lack of service is very high.Business Response
Date: 26/10/2025
Good Morning
The alarm is programmed to transmit a test signal daily which it has failed to do, we have escalated this internally for repair and our technical service manager will reach out
We are also adding a 3month credit to the account or the frustration this has caused , we are working through a high call/email volume at present our sincerest apologies
Thank you
Initial Complaint
Date:10/10/2025
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 had a contract through ****** security that got transferred to API (on the other side of the country from us) without our consent. Our alarm system has been LOUDLY beeping 24/7 randomly for the past year. Due to health issues and being unsure who to contact we had not known what to do. It is always a large hassle to get help from the alarm company and hours on the phone. With the help of family we have tried emailing and calling both ****** and API to get assistance in getting th faulty panel to stop beeping and work properly. When I called they told me they could not help me. As mentioned, we are in our 80’s w health issues and don’t know tech whatsoever. We are extremely stressed due to the constant loud beeping and getting no help from API or ****** regarding this despite a few months worth of attempts by myself and other family who are attempting to help us. I feel that they are not holding up their end of the contract we initially signed * ****** *** *** ****** ********* ** *** ** ***** **** * **** ** * ******* ***** ***** *** ** ** ******* **** ******** *** * *** **** **** ** *** ** ****** ****** *** *** ** ******** ***** *** ** ********Business Response
Date: 26/10/2025
Hello
We will investigate who advised we do not do house calls, this would never be said , of course we do home repair , smoke detectors when batteries need replacing will beep yes, in reviewing your account we cannot locate calls into our repair team, the agreement was extended to avoid the cost of the Jan 2024 service call where the smoke detectors were replaced. Which you preferred rather then paying for the cost of the smoke detectors and labor to replace.
Please advise if you still require service for the home and we can dispatch a technician to replace the batteres
Thank you
Initial Complaint
Date:09/10/2025
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 was a client of **** and they sold the API Alarm and I have been trying to reach them for days but they are ignoring my calls. They placed a service call for me but no one called me. I am trying to cancel my services and sent multiple emails but no one is respond to me. ****** **** **Business Response
Date: 21/10/2025
We apologize for the delay , we are experiencing an increase in call volume, the teams are responding to phone and email requests as quickly as possible
Will have an associate reach out tomorrow morning
our apologies once again and we thank you for your understanding
Thank you
Customer Answer
Date: 22/10/2025
Complaint: ********
I am rejecting this response because:They did send a technician to my house that couldn’t even fix the issues we are having so he left without a solution. Several days after I received a call from A.P.I. not knowing what’s going on at all and trying to apologizing for the major unprofessional behavior of somebody their employees working in different departments. **** * **** ******** * **** * *** **** ** ** ******* *** ****** *** ** **** *** ** **** *** I asked to cancel and they literally make it impossible as it seems it’s not anyone’s responsibility in that company?!! ******* I have sent several email to cancel and everyone calling me is aware of it but they refuse to cancel my account saying they need to speak to a supervisor. **** ******* ** * **** ******* *** ** ****** ** **** **** **** **** ******* *** **** *** *** *** ******* ** *** No customer service, no technician help, no department to cancel, no follow up etc etc etc. I am still waiting for a confirmation that my account is cancelled. Therefore nothing is resolved.
Sincerely,
Chantale ********Business Response
Date: 28/10/2025
Please let her know it will be cancelled at the end of the month
Sincerely
Rose ******
Director Customer Experience
Initial Complaint
Date:09/10/2025
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 ended our contract with API Alarm Inc. in July 2025 after multiple years of service with them. There was an over payment of $***** withdrawn from our account for the August invoice. I was assured on August 7, 2025 by a manager Vance ****** and a customer care specialist Bella ***** and Precella ******** that the funds of $***** would be returned to us. I've sent several emails and no response. It is now October 3-months after the email agreement that they would return the funds and nothing has been returned. ** *** *** ******** *** ** *** *** ** **** * ********* *** ** *** ** ******** *** ** *****Business Response
Date: 21/10/2025
Please be advised we have escalated to our accounting team , additional email was sent today requesting an update , please there is a postal strike in effect which will delay the request
You can reach us at ******************** if you would like to provide a credit card for the refund, it will be much faster then the check.
From: Belia *****
Sent:
Monday, October 20, 2025 11:38 AM
To:
Elvira ******** ***************************** ************ *********** *************************************
Subject:
FW: ************** **** ********************** ********* ******** **** *** *****
Hi
Elvira and Vijayakumary,
Please
see below from customer and kindly confirm.
They
are looking for their refund cheque.
From: Judy **
Sent: August 11, 2025 11:47 AM
To: payables ***********************
Cc: Belia ***** **************************
Subject: RE: ************** **** ********************** ********* ******** **** *** *****
Hi Payables,
Please issue a refund cheque.
Thanks,
Judy
From: Belia ***** **************************Customer Answer
Date: 22/10/2025
Complaint: ********
I am rejecting this response because: they stated in an email to me: The refund cheque was mailed out the 2nd week of September, it may be that due the mail strike, you may not have received the refund cheque as of yet.I do not believe this to be true as this was before the postal strike (which started September 25th). Postal workers have been back to work in a rotating strike since since October 11, 2025. With the minor interruption in postal service I would have received the cheque if it was printed and mailed the 2nd week of September as they stated.
I am not providing a credit card to this company as I do not feel comfortable with this, nor should I as this purchase was not on a credit card. I would like them to issue a cheque and have it delivered (courier or postal service) to me.I feel their response is inadequate given that they have had since August to issue this refund.
Sincerely,
Jennifer ********Business Response
Date: 29/10/2025
We understand the check was mailed , we can stop payment and reissue?
Sincerely
Rose ******
Director Customer Experience
a.p.i Alarm Inc
Customer Answer
Date: 29/10/2025
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. Please have the company reissue a cheque and either courier it to me or place it in the mail. I expect this to be done in a very timely manner as it has already been nearly 3-months since they stated there would be a refund issued. I expect a cheque in a 2-week period.
Sincerely,
Jennifer ********Initial Complaint
Date:09/10/2025
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 recently moved as A.P.I. Alarm took over **** *** alarms on Oct 1, 2025. My alarm has not been functioning since October 1st, which means I do not have the fire, carbon monoxide, or burglary detection that I have been paying for. **** **** ** **** *** ******** ** *********** ****.
I have left several voicemails and sent several emails, and this company is refusing to contact me to solve the issue.Business Response
Date: 21/10/2025
AP.I made no changes to the alarm panel, **** has been engaged to view functionality pre transition
Please provide the full address of the account and we will look into this further , we apologize for the frustration and high call volume, we are answering calls and responding to emails as quickly as possible
Thank you
Customer Answer
Date: 22/10/2025
Complaint: ********
I am rejecting this response because it's been 3 weeks. High call volumes is not an excuse for not responding to voicemails and emails for 3 weeks. I have been emailing every couple of days and have received no response.My address is *** ******* ******* *********
Sincerely,
Ian ****Business Response
Date: 29/10/2025
If the customer would like service we can arrange that clarify is required , is he requesting to cancel or would he like service to attend ?
* ** ********* **** ******** ******* **** **** * ****** **** **** ******* ** *** ** ****** *** *** ********** ** ********** *** ****** *** * ****** * **** **** ******** ***** ****** ** **** *** **** ******** ** *********
** ******* ** *** ******* ******* *********
*Sincerely
Rose ******
Director Customer Experience
a.p.i Alarm Inc
Customer Answer
Date: 29/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that, ***** ***** ******** ** ************ I was able to get this resolved via other means. So, in that sense this resolution is satisfactory to me.
Sincerely,
Ian ****Initial Complaint
Date:06/10/2025
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 transferred to API as part of the sale from ***** Everything was to be completed by October 1. We have not been billed, no body knows when this will take place, you cannot reach people. you call it says to stay on the line. After 2 minutes or less, it then puts you, to leave a message. We called several times last week to billing, left a voicemail, no return calls, Two way voice isn't working, cannot reach Technical support for help. 11 minutes to reach the monitoring center for help to test the alarm.
I will not be forced into having to deal with a company **** ** *** ****** **** ******* **** ***** ** **** ***** ********* ** **** ***** ** *** ** ****.
I want the account cancelled I want any outstanding fees waived or we will proceed with small claims court against APIBusiness Response
Date: 03/11/2025
Hello,
Sorry for the delay. We have been experiencing higher than normal call/email volumes. Your cancellation request has been processed.
Customer Answer
Date: 04/11/2025
Complaint: ********
I am rejecting this response because: they advised there are cancellation fees I have been working with rose who offered 1 month free so we are willing to give API another chance
Sincerely,
James *****Business Response
Date: 08/11/2025
Please note this was resolved with the customer directCustomer 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,
James *****Initial Complaint
Date:02/10/2025
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 have had a ******** then API monitor our *** ******** installed alarm system for over 20 years. A few months ago our alarm system quit working and after several telephone calls the service department finally got back to me and said it wasn't worth sending a tech out for such an old system and that he'd get sales to call me. After a couple follow up calls, trying to get a hold of sales, I gave up and canceled our service and requested that we not be charged the two following months for monitoring service as our alarm was not working and it seemed they had no interest in repairing or upgrading our system. No one responded to that request and I was charged for monitoring for the next two months despite there being nothing to monitor.Business Response
Date: 27/10/2025
Hello,
Account will be cancelled end of October, and 2 months is being refunded
Apologies for the frustration this has caused
Rose
Initial Complaint
Date:29/09/2025
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.
**** ***** ** ******* ********* **** ****** **** ***. A.P.I. Alarm never reached out or adjusted my bill. They said they would and now my contract is over and they want there money. But why would I pay for services I didnt receive.Business Response
Date: 21/10/2025
The alarm was communicating, several attempts were made to contact the customer for payment, monitoring fees are outside of camera fees this was explained on numerous occasions
The customer paid no invoices since July 2024 , collections team reached out December 10th via email and left messages, there was no response or request for service , the customer was already in arrears of ******* ****** home and api attempted to trouble shoot the issue , a technician was required. Customer did not want to pay for the cost of a service call, she did not want to make partial payments for past due.
Customer is in arrears ******* and has been cancelled for non payment, we can meet the customer halfway which is more then fair, failing a payment of half she will be placed into collections for non payment.
Thank you
Customer Answer
Date: 21/10/2025
Complaint: ********
I am rejecting this response because:I spoke to someone already and they said they would adjust my bill that the services that were working. No one reached out to me since that time. The only time someone reaches out to me is to pay my bill. And I will not pay for services I did not receive. And the last time that someone called me, which was last week, they basically called me a ****. Saying that your file only shows me complaining. January 2025. When I first filed the complaint in 2024. And then she's continuously calling me on the same day. 3 times and arguing with me.
Sincerely,
Pamela ******Business Response
Date: 05/11/2025
Api considers this case closed , half will be billed, the alarm was communicating
Sincerely
Rose ******
Director Customer Experience
***** ***** ****
*Initial Complaint
Date:19/08/2025
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 had a contract with ******, that was then apparently transferred to A.P.I.
Our 5 year contract with them has come to an end and I'm wishing to cancel our two separate accounts.
I reached out to AP.I. on July 17 and received a response on July 18 with a different email address to send my account numbers, address, and reason for cancelation to. I sent this July 21.
I didn't receive a response. I followed up on July 31. No response.
On August 3 I followed up with to an email back to the employee who had sent me an email with instructions on who to email and how to cancel. I did not receive a response.
On August 13 I emailed another active employee in the email chain who had forwarded my initial email to another employee. No response.
It is now over a month since anyone has responded to any emails, and I have not received confirmation that my accounts have been canceled.Business Response
Date: 01/09/2025
The accounts were cancelled and the client did receive confirmation
****************************************
***** *************** ******************************
***** ******** ****** *** **** **** **
*** **** ********** ****************************
******** ****************************** *************************** ********** * **** ****
** *****
** *** ** ******* ** **** ******** ** **** ****** ** ******** *** *********** *** ******* **** ********* ** *** *** ** *******
** *** **** * ******** ******* **** ****** *** ******* ******** ** ****** ****** ** *** ******** ** ******* ***
Sincerely,
Hayley ******
Customer Care Specialist
***** ***** ****
**** **** *** *** **** **** ****Customer Answer
Date: 02/09/2025
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,
Eric **********
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