Complaints
Customer Complaints Summary
- 94 total complaints in the last 3 years.
- 79 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:18/08/2025
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.
My last request to turn off my panel was made August 15th after recieving another monthly bill.
Hi Jenifer,
The account has been cancelled.
Sincerely,
Adeel ****
Customer Care Specialist
a.p.i Alarm Inc. ******** ***** ******* ******** *******.
Toll Free *** *** **** ******** Email: **************************** ****************
From: Jennifer ********
Sent: Tuesday, July 29, 2025 5:57 PM
To: customer service
Please end my service. Please see the very long forwarded email chain.
Thank you
Jenn ********
From: Muhammad *****
Date: 2025-07-29 10:41 a.m. (GMT-06:00)
To: Jennifer ******** *
Please email **************************** to process your cancellation, thank you for your patience and understanding.
Best regards,
Muhammad *****
Security Consultant
a.p.i Alarm Inc.
**** ************** **** **** ***************************
From: Jennifer ********
Sent: Friday, July 25, 2025 7:10 PM
To: Muhammad *****
Subject: RE: I am sharing ******* end of service letter' with you
Please turn off my service.
Thank you
Jenn C
From: Muhammad *****
Date: 2025-07-24 9:58 a.m. (GMT-06:00)
To: ************************
Subject: Re: ****** end of service letter'
Thank you for your message. I understand your decision to cancel service effective June 14th, and I’ll make sure that request is noted and handled properly.
Best regards,
******** Usman
Security Consultant
a.p.i Alarm Inc. **** ************** **** ****
Business Response
Date: 01/09/2025
The account was fully cancelled , we do not understand that the customer is referring to
Initial Complaint
Date:05/08/2025
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 carbon monoxide warning go off Aug 4, 2025 while away.
This led to us contacting API monitoring and finding out API had not been monitoring our premise since February 3, 2025. We talked to **** employee operator ID ***. She stated an email would have been sent to Technical services but her records show no attempt by API to contact us.
Despite the lack of monitoring, we continued to be charged a monthly fee, despite no actual alarm monitoring. This is unreasonable, unsafe and may affect any home insurance claims, as our home insurance expects us to have a monitored home alarm.
At a minimum we'd want a refund, but it worries us, we weren't having our house monitored. It was hard to get a hold of the correct person at API and we weren't regularly receiving bills despite request.
We called Technical services. They say they're monitoring and have been getting updates. It is confusing, as Monitoring said the alarm had not been communicating but Technical services said it has been monitoring, suggested maybe we need all new equipment, blames ******, as the old alarm company despite invoices from API
It is frustrating and alarming we have one employee saying our alarm has not been monitored for half a year, and another blaming us, for not knowing the status of our alarm. They also claim there is no way to know remotely is the alarm is functioning.Business Response
Date: 01/09/2025
The alarm is programmed or should be by the installer to send a daily test signal, this account was not programmed by ****** to do so and as such sends a FALSE not communicating signal, the operator August 4th failed to explain this correctly and has been reprimanded
August 20th the customer tested their system and signals were received , the alarm is functional and has been since installthe service team attempted to reach the customer August 5th there was no response
The alarm is communicating and always has been , a refund will not be issued.
For the frustration caused by the operator misinforming the customer we will add a 3month credit to the account, in additional a technician will be arranged to attend the home and test in all signals as well as program the account to send a daily test signal in. This account was installed by ****** and they do not program the daily health check signal
Thank you ****
Customer Answer
Date: 13/09/2025
Complaint: ********
I am rejecting this response because:The alarm continues to go off
Today it went off at 5 am
A service call to simply turn odd the alarm would be a reasonable request
To mandate a significant payment to unhook or quit a service is unreasonable
We just want to be done with API
Your company has been hard to contact, with different people answering, no 'ticket' number etc. We have received minimal invoices and communication despite requests in the past
We continued to be charged after repeated requests to cancel the service
Why cant API simply come pick up and disconnect your buggy equipment, that we still aren't certain has been monitored as a courtesy?
We are sleep deprived and no safer from your 'security' system
Sincerely,
**** ****Business Response
Date: 15/09/2025
The response was valid and a 3month credit more then fair , should you wish to cancel service please send an email to ****************************
api considers this matter closed
Thank you
Initial Complaint
Date:30/07/2025
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 am a ****** customer and during Covid ****** sold my account to api alarm without me knowing about it. Now there is issue with 3 g connection with rogers and they are moving everyone to 5 g and they are requesting me to pay $*** for upgrade. I don’t understand why it is my fault to pay for this upgrade as the equipment are not mine and it was provided by ****** so whoever took over should be responsible. I’ve been trying to solve the issue with api alarm so I talked yo someone and he promised to look at it and get back to me since 2 months ago and since than I’ve been calling and leaving messages but no answer at all from them, I am not sure how they operate or do services if they don’t have a call center. Deadline is July 31 and i haven’t had my issue solved.Business Response
Date: 04/08/2025
Hello
The 3g communicator which your alarm panel uses has been discontinued by all of the providers, this is not an api or ****** initiative, every alarm provider in Canada and the US needs to do this
Thank you
Rose
Initial Complaint
Date:23/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This year I started getting emails from API that I owe them from monthly charges for a home security system. I’ve never had an account with API. However I had one with ****** years ago. API bought ****** and since then I have started receiving emails saying that I owe them ****$ from monthly charges after the account was closed. I have an email showing the account with ****** was cancelled in February 2023. Attempts to contact ****** are sent to API. Attempts to contact API go to voicemail and emails go unanswered. I want them to stop emailing me, clear the errored charges and delete the account.Business Response
Date: 29/07/2025
api was not advised by ****** home to cancel the account , ****** was handling collections up until April 15th 2025, we have processed the cancellation and cancelled all invoices on the account,
apologies for the frustration this has caused
Rose
Initial Complaint
Date:27/06/2025
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.
May 23 was our moving day from our sold house to our new house. We wanted to bring our alarm system with us and had signed a contract to do so, but was called from Precella at API that if the new owners of our sold house would take our old system, we then signed a new contract to get a new system in our new house. The physical install was ok, but the tech did not know how to set the automation and everything showed ******* the App, the Panel and the yard sign and stickers. We were very confused. We tried for 4 days to contact someone to see what we bought and from who, no one could help up set up the automation, I got notifications on my phone initially, but since the Alarm.com app changed from ****** to API I no longer get notifications. My wife has not ever any app notifications. API could not see our system as the tech set it up under ******* it is finally changed over and we did our own research to set it up but now the Motion sensor is not working, we still aren't getting notifications, the App shows API and our panel still shows ******, they mailed us stickers and a yard sign but we still have not been able to get anyone to help. We don't get notifications to our phones and the motion sensor does not work. We have called so many times in the last month and there is no one to talk to. William ******** tried but he is a salesman and doesn't know the Tech side, we are so beyond frustrated. When we first talked to them we tried to ask them to remove the system but because the contract was signed 10 days before the install they would not, saying we only had 10 days, we did not know the pure ************ of their infrastructure until after it was incorrectly installed and that they have no support staff to help. Literally no help, we can leave voice mails for days on the Tech support and will not get a call back, the only people to talk to are salesmen.Business Response
Date: 03/07/2025
Good Morning
We have escalated and will be arranging a return visit with the ****** technician , our apologies a 3 month credit is also being added to the account for the frustration this has caused
Rose
Initial Complaint
Date:27/06/2025
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 cancelled our contract at the end of it in May 2024, cleared our account and now they are saying we owe them for monitoring services, when our system has been off for over a year. They have sent this ***** balance owing to a collection agency so now I am looking into legal options.Business Response
Date: 27/06/2025
Please provide the home address and the documentation sent to ****** to cancel the account, ****** was managing the cancel process and collections process in 2024 , a bill was sent as the account was not cancelled, ****** did not advise api to cancel the accountInitial Complaint
Date:19/06/2025
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 cancelled my services with ****** in August of 2023 and corresponded by email with Jessica ******* informing ****** of the cancellation. My security services had not been working properly for over 6 months and had not received any help to correct the problem. ****** was informed of the cancellation of services and that the equipment had been removed from the shop and that I would not be paying for services that were not being provided. Jessica ******* of ****** informed me, by email that she would have me placed on a callback list and I would receive a call from ****** to discuss the problem. Attempts to contact ****** by phone were unsuccessful and would result in being placed on hold for hours at a time. ****** made no attempt to contact me, and API has recently begun harassing me by email and sending me invoices for 21 months of services claiming that my cancellation was not "accepted" by ****** in September of 2023.
Darshani ***** **** of API spoke to me today and stated that no attempt was made by ****** to contact me to clear up this matter.
My services with ****** were discontinued in September of 2023 and the equipment was removed from my shop. I DID NOT use their security services and therefore the invoice they are sending out ** ********** *** will not be paid.
The emails from ******/API have become *********** *** unprofessional, *** ******* ********** **** ** **** *** ******** ** *********** **** ****** *** ******** ********* ** **** **** **** **** ******* **** ** * ********** ****** ** ** ** *** ******* ******* ***** ********** ****** ***** ****** ****** ********** * ********** ** **** ******* ***** ****Business Response
Date: 24/06/2025
API has no record of this interaction with ******, we have reached out to ****** and will work with the customer on resolve
Rose
Business Response
Date: 24/06/2025
**** *******
****** did not advise API to cancel the account, there has been no communication sent to API direct from the customer to cancel services, with the exception of the email dated June 19th in which the customer made no mention of cancel attempts with ****** prior, June 19th email to API, indicates only the customer is moving, API replied promptly June 20th with the below, API considers this matter as closed.
The account as indicated on the below to the customer will be cancelled at the end of june
Sent: Friday, June 20, 2025 4:04 PM
To: 'Morene Kluk' <[email protected]>
Subject: 99020566-44243 47-F1-67B9 Cancellation of Services FLU@
Good afternoon,
We are in receipt of your request, 30days notice is required for processing, the account will cancelled at the end of June.Please ensure to not arm the alarm on your last day, that will wreak havoc for the new owners :)
If you are able can you please leave our contact information behind in the event the new owners would like to resume services.
It has been a pleasure serving you, should you required anything in future please do not hesitate to contact us.Sincerely,
Eva Wang
Customer Care Specialist
a.p.i Alarm Inc.
700-5775 Yonge Street,
Toronto, Ontario.
Toll Free 800 897 1039 ext.2211
Email: [email protected] www.apialarm.comFrom: Morene Kluk <[email protected]>
Sent: Thursday, June 19, 2025 2:30 PM
To: customerservice <[email protected]>
Subject: Cancellation of Services
Importance: High
EXTERNAL
Good afternoon,
Please be advised that I need to cancel services for:
3601-65 Avenue
Lloydminster, Alberta, T9V 2W1
Account Number: 47-F1-67B9
Effective immediately. My house has been sold, and I do not require these services anymore.
Please respond to this email indicating that you have received it, and that you will be taking action to cancel these services.
Thank you.
Morene Kluk
780-808-4011Customer Answer
Date: 24/06/2025
Complaint: ********
I am rejecting this response because: The reply received from API is regarding a different account and does not apply to the current complaint in any way. ** ***** **** **** *** *** ****** ** **** *** ********* ********* ** *** ****** ******** ******. This reply does not resolve or even touch on the complaint submitted.
Sincerely,
Morene ****Business Response
Date: 24/06/2025
PROVIDE THE CORRECT ADDRESS OF THE ACCOUNT PLEASE
THE REPLY WAS BASED ON THE ADDRESS IN THE COMPLAINT
ROSE
Customer Answer
Date: 24/06/2025
*** ***** *** ***** ** *** ******* ******* ** *** ****** ********** **** ** * **** ******** ******* ** *** ********* ******** ********
The address of the account is: **************
Initial Complaint
Date:18/06/2025
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've been trying to cancel my account with ****** (A.P.I.) for over one year. **** ******* ****** * ********* **** *** *** *********** ** ***** ***** I've been charged monthly up to and including June of this year.
I've spoken with several operators and given answers such as "switching computer systems" and "call back later."
The embarrassing part is that I sold my property in March of 2024 and whenever the alarm is set off ****** is still phoning me. I tell each operator that I don't live there anymore and to send the police as well as to delete any of my information that I have as I don't need an alarm there anymore.
I'm looking to end this repeated occurrence ** **** ** ****** ********** ** ***** ************. It's been a frustrating experience *** ** ***** ******* ** ***** ******* ***** *** ** ****** ** ********** ** *** ***** **** ****** **** *** ** ******* ** ********* ** ******** ***** ******** *** ********* *************
I'm now showing to be owing a year's worth of payments which I'm hoping is an error *** **** ****** ** ********** ** *** ***** **** ******.
I want ****** (A.P.I.) to stop contacting me and sending me ********* invoices showing non-payment for the last year, as the total is now $******* this is something that will be a headache if it is sent to a collection agency.
***** *** ** ******* ** *** *** *** ** *** ** **** **** ********* ******* ******* ****** *** *** ******** **** ****** *** **** *** ******* ** ***** ******** **** ***** ******* *********Business Response
Date: 18/06/2025
Good Morning
To date API Alarm Inc has not received a request to cancel the alarm system, we have reached out to ****** to determine if a cancel request was received, if this was an error on either companies part the invoices will be cancelled, if there is not an email to request the cancellation invoices are owing for services rendered but will work with the customer. As the customer stated they continue to receive calls for alarm signals.
Customer Answer
Date: 26/06/2025
Complaint: ********
I am rejecting this response because:** ** ***** * there were many communications to cancel; it may not have been your preferred method by phone, however there was confirmation received at some point that the account was cancelled. The amount of time, energy and personal well being this company has put me through is enough. Please have them delete all my contact information. * ** ****** ** *** ************ *** ******** ******* ****** *** ********* ** *** ** ******* *** **** *********** ** ***** *************** If the businesses' own employees don't know that the information must be emailed and confirmed for the cancelation they should not be holding that against a person. As a valued customer for years and always paying bills on time, I even got them more business prior to having this on going problem. I cancelled due to selling my home and no longer needing the alarm. I even actually had a conversation with someone prior to selling my house and they wanted to speak with the people I was selling my house to and transfer the account if the new owners wanted. Please review all your recorded information, calls, emails. reports and find the information you need ** **** ****** ** ***** *********** ***** ******* ********** ****** *** **** ******** ****** ***** **** **** ** **** ******** *** **** ****** ** ****** ***** ** *** *** ******** **** **** **** ** * **** ** **** ***** ****** *** **** **** *** **** **** ** **** ***** ********* *********
Sincerely,
Cherish *********Business Response
Date: 02/07/2025
****** nor API received a request to cancel , she was asked to supply the original email to ****** , rather then bill Cherish everything that was owed , she was notified that we would bill for the gsm communicator that remains live and online, the final invoice was issued for ******
This will close this incident, it is more then fair , the account has been cancelled fully and one invoice was issued for 10 x 14months that the account was not paid,
Total ******
Sincerely
Rose ******
National Operations Manager
***** ***** ***
Business Response
Date: 03/07/2025
We have acknowledged the initial request, despite the absence of a proper cancellation request being submitted, the customer was reminded of this policy in prior communications with fluent and failed to provide.
Despite the absence of the written request and in an effort to be fair, we agreed to settle the matter by charging only the cost the the data charges of the gsm communicator. The resolution is more then than reasonable under the circumstances.
While the customer may not agree with the policy it is in place to protect all parties and ensure clarity and communication, as the customer failed to follow the process and a fair settlement was offered and applied , the remaining balance of ****** is considered valid and owing.
API considers this matter closed.
Thank you
Customer Answer
Date: 05/07/2025
Complaint: ********
I am rejecting this response because:
Although the company feels that the cancellation was not received on their end they are mistaken.I appreciate that they are trying to lower the cost and only adding data however this is on the company not me as this was all completed over a year ago and there was confirmation. There was a point in time that I was informed that it needed to be in writing and it was done at that time, however this was long after multiple conversations with multiple employees at the company who just keep saying the system was down. This may be the glitch with the lost cancellation.
I had actually thought this issue had been solved in the last complaint filed a year ago. I am having trouble locating the confirmation that the account was cancelled previously. As the company and myself waste more of each others time to find the cancellation confirmation I am sure at some point it will be found. However if the company does want to consider this completed and done I will happily not waste more time over the issue.
Sincerely,
Cherish *********Business Response
Date: 18/07/2025
This was outlined with the customer , the final bill is ****** , she can email direct if she received an invoice from ****** and not API and I can look into it , this would not happen as ****** has not maintained the account in years
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*Initial Complaint
Date:17/06/2025
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 an alarm system installed in our house until June 2023. It started giving us problems and we called the company to have it fixed with no result. Finally, my husband disconnected it, and we called the company to tell what we did and why. They said we would have to write a letter to tell them we wanted to cancel the contract which we did and sent it by registered mail to be signed by whoever accepted it so we would know it was received. We know the name of the person who signed for if that is needed. Now after 2 years they are saying they didn't receive the cancelation letter and that we owe $****** because the contract was not cancelled and if the amount is not paid, they are going to a collection agency. They have taken 2 payments of $***** out of our checking account so far.Business Response
Date: 24/06/2025
Hello
API collections contacted the customer April 10th for payment , customer advised the account was cancelled and she does not have an alarm at the address
****** was engaged for the registered letter or any documentation at any time regarding a cancel , ****** replied they have not received any to date
Customer to provide proof of registered letter and API will cancel the invoices if proof cannot be supplied, we will work with the customer and can settle for half of the amount owed
June 12 customer advised they want the panel reinstalled in the basement , then advised they do not , information is conflicting,
Initial Complaint
Date:17/06/2025
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 signed up with ****** security about 5 years ago. No issues until beginning of May.
The panel started beeping incessantly, and I tried to get a hold of the service department and they told me my account was given to API alarm and to contact them.
No answer and no reply to messages. After 3 attempts I called and pretended I wanted to sign up for services and someone answered and I then stated my issue and that I would just like to cancel since they don’t give support and I’ve been without an alarm for 5 days.
Muhammad ***** said he could offer me a new/better plan and get the equipment working. I said I would hear his quote and we would go from there. We then began corresponding via email.
He quoted me and offered me a plan, but it was too high and didn’t suit my needs so I said I would just like to cancel. I got no response and a couple days later the payment came out of my account. I didn’t dispute the payment since it was so close to the day I cancelled but I asked for confirmation that the account was cancelled and got no response.
I once again tried to get in touch with the company online and via phone. No response. I thought maybe they had a Facebook page so I checked there and found a Facebook group ********* ** ****** *** *** ******* **** ** ****** *** **** So I reported them for ***** and told Muhammad I did so. He then confirmed that the account was closed. On June 15th payment came out of my account again. And this time the payment was higher than my original agreed upon contract! The original payment was $*****. They charged $*****. ** **** ***** **** **** ** ** ******** *** ****Business Response
Date: 03/07/2025
Good Morning , the cancellation request was not forwarded to our customer care team by the sales associate , this was an error , June will be refunded and the July invoice cancelled
Our apologies
Rose
Customer Answer
Date: 03/07/2025
When do I expect a refund? I am hesitant to close this until I see the refund and I see that no new money is withdrawn from my account.Business Response
Date: 04/07/2025
Hello
Apologies for the delay, the June payment is being refunded today and the account has been cancelled, there was a miscommunication with our associate who made an error and did not forward Tracy's email to cancel,
Apologies once again Rose
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