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:15/10/2025

  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.

  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 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.

  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:09/10/2025

  Type:Customer Service 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.

  Hi,
  
  In view of the lack of professionalism and very poor customer service, I 'd like to cancel smart home monitoring services with API Alarm. I was a customer of **** ***** **** monitoring and expected a quick follow up from API but in spite of multiple calls / emails to that team, I haven't received anything. This really is concerning as I prefer NOT To have a business monitoring emergencies / security when they don't even pick up the phone.
  
  Please have the business cancel current services ASAP. I don't have a contract with **** or with API.
  
  I have emailed them as well on this

  Business Response

  Date: 22/10/2025

  Hello
  The increase in call/email volume the teams are working through, we apologize for the delay, our monitoring centre was also inundated with an overflow of billing/service related calls that is not part of the their dispatch process, we can assure you this is no longer the issue. 
  A team member will reach out today to discuss 

  ************
  Thank you 

• Initial Complaint

  Date:27/08/2025

  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.

  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 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.

  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 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.

  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 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.

  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 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.

  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:29/05/2025

  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.

  Product stopped working in Jan. 2025, I have contacted the company many times and they just ignore me and say that they can send a technician, but it will cost me almost $150.00. I paid it once and now they want me to pay it again.
  Just want the contract cancelled and the company to stop sending me bills. *** ******** *******

  Business Response

  Date: 30/05/2025

  We have been in
  receipt of your Better Business Bureau concern and have been unable to pull up
  an account with the information provided. 
  May we please have
  the customer/billing number or telephone number associated with your complaint?
  Is this complaint against *** ******* *, ********** * or **** by **************? 

  Customer Answer

  Date: 13/06/2025

  
  
  Complaint: ********
  
  
  
  

  They are still trying to money from me and the product is still not working.  I have asked them to cancel the contract because I am not paying them $150.00 every year for them to send a tech that does not fix the problem. 

  
  
  
  Sincerely,
  
  
  ****** *****

  Business Response

  Date: 24/06/2025

  ****** home provided service for the customer , we will contact the customer direct and arrange repair  the panel is showing no power to the panel. 

  Thank you

  ****

  Customer Answer

  Date: 07/07/2025

  I have been waiting for the company to contact me, but they have not done that.  They are still asking for money.  If you say this is closed does that mean they will leave me alone and not cause any problems with my life? 
  
  I am 80 years old *** ******** ****** *****, I can not have my life more complicated with a company that does not comply with your letters.
   
  
  I am just wanting to make sure that my problem is solved.
   
  
  Thank you for your time.
  
  
  ****** *****

  Business Response

  Date: 18/07/2025

  Good Morning , the initial request was responded to see email below to which there was no reply , the alarm continues to have no power going to the panel , the account will be cancelled and balance of agreement will be billed 

  No one had reached out to ****** since the June 24th no reply was received, we have followed up today with the below to ******

  From: **** ****** 
  Sent: July 18, 2025 11:35 AM
  To: ********************** **********************
  Subject: RE: ****** ************** **** ********** FW: You have a New
  Message from BBB Serving Central Ontario Complaint #********
  
  Hi ******
  
  We received an additional
  response from your original BBB complaint, the alarm panel is not working as
  there is no power going to it as indicated below, service can be sent to
  determine the power issue, however if it is deemed that the system is disconnected
  by the user the call will be charged.
  
  Should you wish to cancel
  service as outlined below , balance of agreement will be billed, should you
  wish to remain a customer until your term is completed I will cancel the 321.93
  in arrears and send service at no charge , to reiterate should the issue be the
  power is disconnected from the panel there would be a service charge.
  
  Please advise how you wish
  to proceed
  
  Sincerely 
  
  Rose
  Skrlec 
  National Operations
  Manager 
  a.p.i
  Alarm Inc 
  **** ***** * ************
  ****** ************************  ****************    

  
  From: **** ******
  Sent: June 24, 2025 12:02 PM
  To: [email protected]
  Subject: FW: ****** ************** **** ********** FW: You have a New
  Message from BBB Serving Central Ontario Complaint #********
  
  Hi ******
  
  Your alarm is not
  functioning a   there is no power going to it, restore the power ,
  the battery drained due to no power.
  
  Your alarm was also
  communicating in January , ****** advised below there were no charges for
  service, you can cancel your account however balance of the agreement will be
  billed
  
  Sincerely 
  
  **** ****** 
  National Operations
  Manager 
  a.p.i
  Alarm Inc 
  **** ***** * ************
  ****** ************************  ****************    

  
  From: ***** ****** *******************************
  Sent: June 24, 2025 11:08 AM
  To: **** ****** *************************** ******* ******* ********************************
  Subject: Re: ****** ************** **** ********** FW: You have a New
  Message from BBB Serving Central Ontario Complaint #********
  
  EXTERNAL
  
  She is in term until July 27, 2027 - ******** ********. I
  dont see any charges on the account for a trip fee. 
  
   Best Regards, 
  
  
  ***** ****** 
  Customer Experience
  Administrator
  Phone: ************ 
  ***************************** 
  
  
  ****************** 
  *** *********** ********* ** **** ****** ******* ** ******** **** *** *** ******** *** ************ *** ** *** ********** *********** **** ******* *** ** ** *************** ************** *** ** **** ** ********** *** ************* ** *** ****** ** **** ******* ** *** ** ******** ********** *** *** ****** ******** **** *** ******* **** ************** ********** ** ******* ** **** ******* ** ******** *********** ****** ****** ** *********** ** ***** ****** ** ********** *** ****** *** ******** ******* *** *** *********** **** **** ******* 
  
  
  
  
  From: **** ****** **************************
  Sent: Tuesday, June 24, 2025 8:17 AM
  To: ******* ******* ********************************* ***** ****** *******************************
  Subject: ****** ************** **** ********** FW: You have a New
  Message from BBB Serving Central Ontario Complaint #********
  
  Hi *******
  
  Any info on your end regarding ********** ? has she called in for service after January?
  , sims shows no power to panel and the
  battery drained.
  
  Hi *****
  
  Is she in original contract term ?
  
  
  
  Complaint Details
  Product stopped working in Jan. 2025, I
  have contacted the company many times and they just ignore me and say that they
  can send a technician, but it will cost me almost $150.00. I paid it once and
  now they want me to pay it again. Just want the contract cancelled and the
  company to stop sending me bills. *** ******** *******
  
  
  Sincerely 
  
  **** ****** 
  National Operations
  Manager 
  a.p.i
  Alarm Inc 
  **** ***** * ************
  ****** ************************  ****************    

  Customer Answer

  Date: 18/08/2025

  I am still getting emails from this company, but they have not contacted me to come and fi the problem.  Please tell me what I have to do to get these people off my back.  I have their monitor , the cameras are mine, I paid for them, but if they want them back they can have them.  Nothing is working so the items have no use to me. 
  
  Please advise me how to make them stop.

  they started sending bills again.  The system is completely removed and they still have not contacted me about repairing it.  I don't know what else to do but to keep letting you know that they are bugging me for money for a system that does not work.

  Business Response

  Date: 01/09/2025

  Hello

  The customer has been replied to , she is in original contract term, the alarm does not have power , customer was replied to via email June 24th , with no further reply, ****** has also been engaged and do not show any service requests 

  you are in original contract term until July 27 2027 , as outlined prior service can attend to check the power going to the alarm , please advise and email *******@********.com

  You can cancel however balance of agreement will be billed 

  Customer Answer

  Date: 01/09/2025

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

  The alarm company was informed that the product was not connecting to my new modem in January.  I contacted them several times and never received a response.  All they do is send me a bill for monthly charges.  They did not offer to come and fix the connection problem.  They want me to pay for a tech to come out and look at what is wrong with their product.  I paid the fee once and it worked until I got the new modem from my internet company.  I unplugged the station for the alarm, thinking that would get a response from them but they just say plug it back in.  I have no idea how to hook the system up and I will not pay another service fee for them to come out and fix it.  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:20/05/2025

  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.

  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,
  
  
  
  ***** *****