Complaints
Customer Complaints Summary
- 24 total complaints in the last 3 years.
- 21 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:15/10/2025
Type:Customer Service IssuesStatus: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 left numerous voice mail messages and sent numerous emails and filled in the form on the API website and have not received a single response to all of these.Business Response
Date: 26/10/2025
Customer was replied to and advised the account will be cancelled at the end of October
Customer Answer
Date: 26/10/2025
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:10/10/2025
Type:Order IssuesStatus: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.
Our alarm service was transferred from **** to a.p.i. On October 1st, 2025. We have tried multiple times to contact a.p.i. With no success and recordings saying mailboxes full. We also tried emailing them multiple times with no response. We finally sent them notice on October 7, 2025 cancelling our alarm service, no reply and we have since received an invoice for the month of October. We no longer want a.p.i. As service provider and have no contract with them as our contract with **** expired several months ago. We simply want a response from a.p.i. Acknowledging the cancellation of our alarm service.Business Response
Date: 26/10/2025
Thank you for reaching out and sharing your concerns. We apologize for the frustration you have experienced. We understand that our call/email volume is higher than normal and this is impacting or normal response times.
Your account will be cancelled at the end of October 2025
This final confirmation
Thank you
Customer Answer
Date: 26/10/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We will submit payment for the invoice received for the month of October and then our account will be be cancelled as per the response from a.p.i.
Sincerely,
**** *****Initial Complaint
Date:27/08/2025
Type:Billing IssuesStatus: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 moved out of our house at the end of April 2024. We had tried several times to contact ****** to cancel our account because we had no contract. Each phone call was either dropped or they said their computers weren't working. I sent an email stating we would no longer be paying for the alarm system because we are canceling it. API alarms proceeded to take out money for 3 more months all while I was emailing and phoning to try and cancel. We put a stop payment on our account and in October of 2024 I phoned again and someone from the company said we would have to send a written notice of our cancellation which no one else in the other months prior had said nor was it stated anywhere on the website. API alarms continued to take money out of our account after we had sent the written notice and after I was in contact with people at ******. We put stop payments on our account until January 2025 when API alarms took out another fee from our account. We were advised by our bank to close our account and open a new one so we did. August 2025 we got an email and phone call from a collections agency stating we owe API alarms $270 for not paying our monthly fee. I have all the debit/credit statements from our account and all the emails proving we do not owe them. Now our credit is being affected by this company and we are extremely frustrated *** **** ** *** **** ****** ***** ***** ********** **********Business Response
Date: 01/09/2025
Good Morning
We have engaged ****** for the notice of cancel, they to date had not received one , we understand the customers frustration and will cancel the amount owing , the account was already cancelled yes however the outstanding was owed
The invoice will be cancelled and the account removed from collections
****
Initial Complaint
Date:23/07/2025
Type:Order IssuesStatus: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 contract when I signed stated upgrades were free. They have contacted me about my security panel saying the monitoring won't work at end of July because the 3g service provided by *****'s will no longer be used. Instead I require an upgrade of my panel to lte which I would have to pay for. Or I pay for installation or I renew my contract which doesnt expire till June of next year (2026). This is in breach of our original contract therefore I want my service terminated without penalty. They will not just simply send me the device so I can plug it in the wall.Business Response
Date: 29/07/2025
This is not an api upgrade initiative , this is an industry panel upgrade , the 3g network is no longer being supported, if there were a service agreement associated with this account (which there is not ) it would not fall into a no charge upgrade
A sales associate with contact the customer
Rose
Customer Answer
Date: 29/07/2025
I am rejecting this response because:
My original agreement I was told upgrades were free. If this upgrade is not done then my system( alarm) is useless and obsolete. You were calling me trying to get me to pay for it, when I questioned it stating my contract for free upgrades you offered it for free but I had to pay to install. Or renew my contract which doesn't expire until summer 2026. I feel this is unfair ******** ********. I request my services be stopped at no further expense to me. Why pay for something if basically it doesnt exist?
Sincerely,
******* ******Business Response
Date: 01/08/2025
There is not a breach of contract, , please attach the agreement you have that states service and upgrades are no charge, ****** has been engaged and confirm they were not
The upgrade communicator can be shipped at no charge as a one time good will gesture, pending the agreement that states upgrades are free of course
****
Customer Answer
Date: 05/08/2025
I am rejecting this response because:
I have already spoke with ******* at api. I have agreed with his solution. He offered free unit and battery and I left message confirming agreement.
Sincerely,
******* ******Business Response
Date: 13/08/2025
As outlined prior please attached the agreement that shows upgrades are free and we can look into it, the standard agreement does not show upgrades are free
Customer Answer
Date: 20/08/2025
I am rejecting this response because:
I don't have those documents available now. Also ******* at API agreed to the conditions, but since your back peddling just terminate my service since it is unusable without the upgrades that you are trying to make me pay for. * *** ***** **** ** *** ********* ** **** ****** That you want me to pay more for equipment for a service I already pay for from you and if I don't the service is unusable and I am required to keep paying fees. Im tired of dealing with this issue
Sincerely,
******* ******Business Response
Date: 25/08/2025
You are misunderstanding the response , ******* yes will be shipping you a 3g upgrade and a battery in good faith , however all other upgrades that would be required , your agreement does not stipulate are included
****
Customer Answer
Date: 27/08/2025
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I understand that the parts will be sent to me in good faith
Sincerely,
******* ******Initial Complaint
Date:14/07/2025
Type:Order IssuesStatus: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 bought our account from ******. We have been paying monthly fees diligently even if the rate we're paying is higher than their advertised plans. We are off contract. We would like to have our monitoring devices serviced and have tried multiple times to call API to no avail. There were no return calls even for emergency monitoring. We would like to cancel our service but there have been no replies from them either by email or by phone.Business Response
Date: 14/07/2025
Please forward your cancel request to myself direct, I have searched our inbox and cannot locate the request to cancel or any emails from the customers email address ,
************************
Initial Complaint
Date:26/06/2025
Type:Service or Repair IssuesStatus: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.
Our original alarm system was set up with ******. On March 19/25 we were told that our account is now serviced by a.p.i. Had a number of problems with alarms and alerts until we paid $500 to have panel battery replaced by a.p.i. a couple of months ago. Worked for a short period then started alarming "Living Room motion detector low battery." This alarm goes off 4 times through the day, every day, starting at 7 am. Changing the battery makes no difference. We advised them of the problem a few weeks ago. Twice they've told us the problem was fixed but nothing changed - the alarms keep going off. We've advised them that we want their service terminated and to assure us that no further payments will be drawn from our accounts. They have not responded. Correspondence has been by phone and email.Business Response
Date: 03/07/2025
The cancel request was replied to with the below and the June payment was refunded is being refunded
END OF JUNE CANCEL --**** GSM
From: customerservice
Sent: Friday, June 27, 2025 9:53 AM
To: '************************' <************************>
Subject: ********************* ***** ********** *** **** ***@
Good morning,
We are in receipt of your request, 30days notice is required for processing, the account will cancelled at the end of June.
It has been a pleasure serving you, should you required anything in future please do not hesitate to contact us.
Sincerely,
*** ****
Customer Care Specialist
a.p.i Alarm Inc.
******** ***** *******
******** ********
**** **** *** *** **** ********
****** **************************** ****************
From: ************************ <************************>
Sent: Wednesday, June 11, 2025 4:20 PM
To: customerservice <****************************>
Subject: Account Cancellation
EXTERNAL
RE: ACCOUNT NO. **************
*** * ***** ****
** ** ***** ***** *** *** ******* ** *** ***
Please be advised that we want this account cancelled effective July 1,2025. You are no longer authorized to withdraw payments from our bank account. Please provide confirmation by return email.
*** ****Customer Answer
Date: 03/07/2025
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:09/06/2025
Type:Billing IssuesStatus: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.
The company is continuing to send me bills every month after I cancelled my plan over a year ago. I did not receive a new bill until April 2025 this year saying I owe back from March of 2024, yet my account was closed at the beginning of February 2024 (as my contract was completed) with letter and email confirmation from the business. and also sent cancelation documents to confirm my account closer. I have reached out multiple times asking them to fix their mistake and stop sending me bills, however they have not responded to any of my emails and have ignored my calls. I have even spoke with someone from the billing department and have forwarded the emails to them of the evidence. They continue to do nothing except bill me. They continue to send me bills where I am owning over $1000 which I believe could be affecting my credit score. I would like to avoid seeking legal action if they can resolve the issue on their end.Business Response
Date: 11/06/2025
API HAS NOT RECEIVED A NOTICE TO CANCEL THE ACCOUNT,
****** HAS BEEN ENGAGED TO PROVIDE THE DOCUMENTATION THE CUSTOMER SENT
INVOICES AND ACCOUNT HAS BEEN CANCELLED
****
Customer Answer
Date: 17/06/2025
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:20/05/2025
Type:Billing IssuesStatus: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.
The company is continuing to send me bills every month after I cancelled my plan three years ago. I did not receive a new bill until April 2025 this year saying I owe back from April 2023, yet my account was closed at the beginning of February 2023 (as my contract was completed) with letter and email confirmation from the buisiness. I have reached out multiple times asking them to fix their mistake and stop sending me bills, however they have not responded to any of my emails and have ignored my calls. I have even spoke with someone from the billing department and have forwarded the emails to them of the evidence. They continue to do nothing except bill me. They continue to send me bills where I am owning over $1000 which I believe could be affecting my credit score. I would like to avoid seeking legal action if they can resolve the issue on their end.Business Response
Date: 21/05/2025
Hello
The account cancellation was missed, our apologies , the arrears letter that was sent please disregard with our apologies, note also the account was not placed into collections
Thank you
****
Customer Answer
Date: 21/05/2025
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:14/05/2025
Type:Customer Service IssuesStatus: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 am trying to cancel my account with API Alarm due to unsatisfactory service and also due to our alleged "contract" expiring in September and avoiding API auto-renewing it so they can take advantage of us for another 5 year. I am also unable to pay my bill via the mobile app. I've reached out to their customer support team multiple times and all they have done is ignore me. As a customer, I've requested a copy of the alleged contract we are under multiple times when the account was still managed by ****** and was provided nothing. According to their customer service team the only way to cancel an account is via email, which is pretty odd because all they have to do is ignore your emails (as they're doing to me right now) and they can continue ******** money from you. Also I find it odd that I'm surprisingly unable to pay my bill through app right now (I turned auto pay off so I had control over payments) and know of no other means to pay it. To me this is API deliberately preventing me from paying my bill likely so they can send me to collections and make life difficult for me, a customer who no longer wants their services anymore. As it stands I want two things from API right now:
1. The ability to pay my outstanding bill
2. Full cancellation of service (buyout if necessary) and full confirmation that this business-consumer relationship is unequivocally over and done with.
I want nothing to do with this company anymore so please CANCEL our service and leave us alone.Business Response
Date: 15/05/2025
api has not received a request to cancel the account , we have reached out to ****** home for the original email to cancel, the account will be cancelled today, the May invoice will be cancelled and we will refund April
Apologies for the frustration api has only assumed full service for the client as of April
****
Customer Answer
Date: 30/05/2025
Complaint: ********
I am rejecting this response because:
APIclaimed to have cancelled my account on May 15. Two days ago I received a bill for a final invoice of $900.20. I refused to pay this amount because our original contract (which they finally provided to us yesterday) was for a duration of five years and began in September of 2020. Hence the contract would be finished this September of 2025. API attempted to bill me from now until the end of 2027, under the guise of a contract I had not seen and did not sign. Last I heard they were cancelling this invoice but I have yet to hear back from them again.
Sincerely,
******* ** ******Business Response
Date: 11/06/2025
The final invoice was to be waived , I have spoken to our billing re the error and the invoice has been cancelled
Sincerely
****
Customer Answer
Date: 25/06/2025
Complaint: ********
I am rejecting this response because:I want written confirmation from ******/API that the account is cancelled, and there is no further balance owing because I don't want some outstanding bill they didn't tell me about going to collections. I want to be assured unequivocally that the business relationship between myself and ******/API Alarm is terminated and that I will not receive any further invoices, and/or correspondence from them. They have my email and I have not heard back from them since I disputed the $900 bill, so written confirmation via email of the cancellation of the account and notice of no outstanding invoices or required payment will suffice.
Thank you
Sincerely,
******* ** ******Business Response
Date: 03/07/2025
There is no balance owing the account was cancelled and invoices cancelled
api considers this matter closed , this is confirmation
****
Customer Answer
Date: 07/07/2025
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:02/05/2025
Type:Service or Repair IssuesStatus: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 had API (formerly ****** *****) system set up in my house and have always had issues and troubles with the alarm system from the beginning. On many occasions I have had to complete the trouble shooting attempts on my own as they would walk me through via telephone. I was frustrated with having to attempt to fix the nonstop issues of the system not working properly and when requested a technician come out and resolve the issues i was always told that I'd be charge if a technician was sent out to look at the problem. The last issue i tried to resolve via telephone I was told to pull out a ladder (I did not own a ladder at that time) and when I shared this I was told to go find one or borrow one and call them back once I got to the roof so they can assist with trouble shooting. I thought that this was ridiculous as I felt that this was their service that they were providing to me as a customer and they should be able to maintain and/or assist with maintaining their system that they are charging me for. I was frustrated and requested that they send someone to come remove their system and to send me an invoice for the remaining balance of my term on the contract. I did not receive anything after this request and about two months later I had called and again requested an invoice for the balance and again did not receive anything. Customer Service are very **** and not helpful. They now sent me an invoice, a year later with all this interest charges and going to report to credit collections.Business Response
Date: 05/05/2025
Good Morning
We have reached out to ****** to investigate will update Denise direct shortly
Sincerely
****
Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because:It should have been investigated prior to sending the invoice threatening that it will be going to collections within a certain amount of days. Since I filed the complaint i have been going through my own documents and emails and have found the emails where i have requested that cancellation of my services as I was not satisfied with the services being provided. I recall this day i had to request to speak to a supervisor as the one that originally answered the phone was so **** and very unprofessional, was very difficult to talk with after I had mentioned that I was not satisfied with the services that were being provided, when actually it was lack of services that were being provided. What really gets me is why I am being charged a monthly service for a service that I was expected to maintain and do all the troubleshooting etc. Why was I being expected to pay if I'm expected to pull out a ladder and get to the cameras every time they did not work or was expected to take apart the door bell camera and risk being shocked and then be told that if I didn't want to do these tasks that I would be charged a fee to send out a service call?? If was to estimate how often the cameras did not work I would estimate 70% of the time the cameras were not working.
******** ** an email (dated July 3, 2023) that I had received from ****** when I had requested the cancellation of my services and in the email it clearly states "if you have met the cancellation requirements in your agreement, your agreement will be terminated by our office." Since I received this email I have never heard from ****** or API since and assumed that the agreement was cancelled. As you can see from the final statement that was received from API dated April 15, 2025 the charges started after I had requested the cancellation of my services. I feel that I should not have to pay for this company's mistake, if i did not meet the cancellation requirements then they should have notified me but I never heard from them since this email was sent to me.
Sincerely,
****** ******Customer Answer
Date: 07/05/2025
Complaint: ********
I am rejecting this response because:Before accepting this response I would like confirmation that the invoice that i had received will be cancelled and I will not be responsible to pay the outstanding balance on the invoice for my own records.
Your response states that billing and invoicing will be cancelled but nothing mentioning the balance on the invoice that I had received.
Sincerely,
****** ******Business Response
Date: 13/05/2025
The customers account was still in original contract term, equipment returned would not be accepted.
api has gone ahead and cancelled the account as well as all of the invoices owing
****
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