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Business Profile

Security System Monitors

A.P.I. Alarm Inc.
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BBB Accredited BusinessB Rated by BBB

Complaints

Customer Complaints Summary

  • 94 total complaints in the last 3 years.
  • 79 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:06/01/2023

    Type:Order Issues
    Status:
    Answered
    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 

A.P.I. Alarm Inc. is BBB Accredited.

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