ComplaintsforAdvanced Protection Network, Incorporated

• Initial Complaint

  10/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I cancelled my service with APN after 5 years. My contract was up in September, so even though they did not provide monitoring service during that time, I agreed to finish my 5 years. They took an extra 57. 54 from my account in October, even after I had cancelled according to their instruction.I never had any problem with this company before this problem. All of the years prior, every single time I called the company they immediately picked up, when I needed help, they came up, within 24 hours. They were stellar. I have not had any issues for a long time, until my system started to malfunction at the end of June. It started arming itself, and when I called to speak to APN I found out (when I asked for Doene - the tech I have dealt with for the last 5 years) that they (the local company) had sold it to a mainland company and Doene was no longer employed there. They told me that it would be several days before some one could come up. Meanwhile my alarm was arming itself (I have videos of this, because they told me that couldn't happen) I called my previous technician who was the one who always answered the phone and came to help me in the past. He stated that it had been sold and they had let him go. I also found out that they have no on island representatives any more. Only 1 sometimes two workers who are required to work the whole island. The mainland person who I had to call to figure out what to do with my system until some one came to fix it told me how to take it off the system. To open it and unplug so that I could open the doors to my home without alarm. I was without alarm system for days.I just noticed I had limited characters remaining.My complaint is when I cancelled my service as they could do nothing to help me, they sent me two invoices in September for service labor, trip charges and a machine replacement. I was told by the tech there was no charge either time he was here. The admin made me an offer but it was not appropriate.

  Business response

  10/26/2023

  Aloha *****,

  We regret that you are in this situation and the misinformation you have received from previous employees. As we have explained, your account is with ***********, a mainland company, and APN did the installation work 5 years ago.  All of your payments, including your October payment in dispute, have been made to ***********.  Please reach out to Time Payment about any issues with your account. The recent invoice from APN is for the service and alarm panel replacement that was requested and completed by APN. Typically these are under warrantee for APN customers with a service plan, however you are a customer of ***********.  We would be willing to waive the panel and service charge if you switch your monitoring service to APN from ************. As you know, our office is based on Oahu and we have several technicians and sales people to support the island. We hope this clears up any confusion. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been with APN Alarm from May 6, 2013. Act #ADC-10704696 ************************************** ************************************************************. Through the years, Ive been very satisfied with the service that I receive through APN Alarm.On February 6, 2021, I took my alarm key *********** supply from my home and installed it at my rental at **************************************************************. Which at that time, bought a new system for my home at *********************************************. Because I was a long time customer of APN, I am familiar with the ******************* agents. I gave them a call, had the system installed at my rental home & been paying it all this time with no problems. Now, the house was sold, and I needed to cancel that service at my rental.When I called your Sales agent, ********. I was told that I signed a 5 year contract which I wasnt aware of. I was NEVER notified. At the time of installation at the rental home, I signed a work order and paid for the installation for the new location of $884.06 invoice #*****. Because the equipment which belongs to us. And also paid for a new system at my home of $787.32, invoice #*****.Therefore, I dont mine paying for a late cancellation of 2 or 3 months but not, 5 years? Please be fair to your customers? This is not the way to do business. I wasnt notified at all, isnt this against the law? They held me accountable for something I wasnt aware of. And the contract is not signed by myself but a computer signature instead. Now, I just asked for a my home contract, because I bought a new system for my home, they signed me up for a 5 year contract there as well. To complete the sale of the home, I need to pay the remainder of the years. Otherwise, I cannot close the account. Is this fair?

  Business response

  10/05/2022

  ********, I have reviewed your accounts and understand your frustration.  Using electronic documents and signatures is something that is standard in our industry as well as many others.  It is also common in the even of changing of account information to renew existing agreements.  None of this is illegal.  I understand your position and would be willing to work with you on a reasonable early termination option for both parties.  Please email me directly at ********************************

  Customer response

  10/06/2022

   
  Complaint: 18162790
  
  I am rejecting this response because:

  If you can furnished me with a contract that I signed & was told that I have a 5 year contract, then fine!  I'll pay for the late cancellation fee. But you cannot hold someone accountable for something that I wasn't aware of.  I wouldn't have done so, that rental house does not belong to me, it's a family house, in trust and we needed to secure it until we sell it.  Why would I have place a 5 year contract on it!  Like I said, the only thing ***** mentioned was the installation fee and the monthly fee. NEVER about a 5 year contract.

  Anyway, please cancellation the service ***************************. ***********.  That house now, was sold.  Why, does it take so long to cancel it?  

  Now, my home.  I was a customer since 2012, and because I took my alarm system from here, you started me with a new contract, because that's your standard practice? Again, I was never told this.  And until I asked for the contract, that's when you sent me with it! That's perjury.  I sent your boss a notice from the ************************* about Contract, please follow up. 

   

   

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

  Business response

  10/13/2022

  I have attached the two copies of the agreements, signed electronically by you *****************  We will close the account after this resolution is accepted through this portal.  We do appreciate your loyalty to us for the last 10 years. We want to work with you through this and I hear your frustration.  We are trying to be fair in our business with our customers.  Please accept this response and I will call you to discuss the next steps and options.

   

  *******************

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problems started in December with multiple false alarms the were never followed up with call causing us to get panelized $50 per false alarm from December to May a total of $2500. I spent weeks and moths trying to get a tech out here. When I finally get ************ they offer me a new free system and a bunch of promises and get me to resign the contract but as soon as I start having problems with the alarm and still no ************** or following up when alarm goes off i try and try to get ahold of someone but end up getting the run around and when i finally get ahold of someone all they offer is to send a tech but that doesn't take away from the fact that the alarm is not being monitored or followed up with a call. I feel taken advantage of and my shop remains unprotected. They are quick to send a bill but not following through with their promises and responsibilities. I fear that they are doing this to a number of people charging for a service they are not providing.

  Business response

  07/26/2023

  It was determined the control panel was installed in an outlet connected to a switch. Technician was not informed of this during install.  When the switch was powered off, the outlet turned off giving problems. Technicians have since fixed this issue and relocated the panel. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a long time customer of **********************. Over 5 years ago I purchased an alarm system from them and payed for the installation and monthly monitoring. Sometime in May 2022 I noticed that when I set my alarm system, I was not getting the normal text messages and emails that I set the alarm. At that time I had a online app that I could look at the history of the times I set and unset my alarm system. The online app confirmed that my Aloha Alarm unit was not reporting back to the alarm company, therefore if I had a break in - my systems wasn't being monitored for a service I pay to Aloha Alarm company for. I called Aloha Alarm company to report the alarm monitoring failure, and they said a technician had to come out to check the system. A technician was sent, I believe it was on June 2. Unfortunately for me the tech was a very large person, therefore I had to climb up the ladder to the addict to help him trouble shoot the problem. With me following his instructions, he could not find any problems with my system. Before he left he called a supervisor for assistance and the supervisor told him that my alarm monitoring device was no longer supported by the cellular phone company and I should of got a letter from their office to that effect. I told him I didn't get any notification, and their office should of known that my system was legacy. That's when I called the local office to complain and I guess I got their answering service. I also called numerous times to the local phone number but had to leave a voice message. Than in July I got an invoice for $183.25 for the service call. I called the local office again to speak to a manager, but got no return call. I finally sent the attached letter. Today I received a notice, which looks like a collection company for non payment of the house call.

  Business response

  07/26/2023

  Customers were emailed, texted, and sent letters in the mail about the upcoming 3g cellular sunset since 2020. Unfortunately, many customers did not respond to these calls to action letters leaving their system vulnerable once AT&T and ******* discontinued 3g cellular service. We tried to resolve the issue with the customer but he did not want to pay for new equipment that would work with LTE cellular communication.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The purpose of this is to bring attention to an issue that I am experiencing with this company and to ask for assistance in rectifying this issue. On February 2, 2022, Aloha Alarm debited $47.12 from my checking account. Then, on February 4, 2022, debited my checking account twice, each in the amount of $47.12. Then, on April 5, 2022, Aloha Alarm debited $50.42 from my checking account. Then, on April 21, 2022, the company debited my account twice, the first in the amount of $47.12 and the second in the amount of $50.42 Upon reviewing my statement it appeared that I was overcharged for February 2022 and April 2022. I contacted Aloha Alarm on numerous occasions starting from May 9, 2022, I emailed the company as per their request with a copy of my bank statement showing the withdrawals. On May 24, 2022, **** confirmed she had received the statement and she will forward it over to their accountant department. On June 8, 2022, I sent over a certified mail which was received by *********************** on June 21, 2022 regarding the above issues.On June 14, 2022, another certified mail containing three separate letters to cancel my services for *******************************, ****** Driveline Supply, and my personal residence. Received receipt for certified mail was delivered on June 16, 2022.

  Business response

  07/26/2022

  So sorry that this has come to this point.  We unfortunately had many issues early this year after switching our billing system to where many of our customers were double billed.  Once in each system.  We then had to make adjustments and in same cases unapplied payments when then our system went and auto drafted outstanding payments on invoices, that actually were not outstanding.  

  Ultimately we understand we've had significant challenges and have caused many frustrated customers.  We apologies for the inconvenience and the difficulty in resolving the issues you've experienced.  I saw in your account that late last week you spoke with ******** on our team and she was assisting in getting you a written check refund as you had asked. 

  We believe this complaint is currently in the process of being resolved per the request of the customer. 

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/28/13: Security system was installed. I signed contract for monitoring at monthly rate of $45. With tax, $47.12. Provision 7.(C) of the contract states, There shall not be any rate increases during the term of this agreement. For many years, the debit worked fine.12/15/21: APN sent an invoice with an additional $5 (plus tax) charge with the same description, Burglar Alarm Radio Monitoring, (01/01/2022 - 01/31/2022), as the usual $45 charge.12/29/21: I phoned APN and spoke to Tilla. I questioned the additional $5 charge; she said she would remove it from my ****.5/2/22: Without approval, APN debited my checking account for $50.42, $3.30 over contracted amount of $45 plus tax.5/13/22: I phoned APN to complain. The woman who answered said that she was unable to help me, but that an account specialist would call me back later that day. No one called me back.6/2/22: Without approval, APN again debited my checking account for $50.42, $3.30 over contracted amount of $45 plus tax.6/3/22: I phoned APN. No one answered, so I left a voicemail. I stated that I wanted to cancel my alarm monitoring, and I asked for a return phone call. No one called me back.6/8/22: I phoned APN. I spoke to **** and said that I wanted to cancel my alarm monitoring. She said that APN had to have my signature to cancel. She wanted me to mail a letter, but she agreed that an email to ******************************** would suffice, so long as it had my signature. I sent the required cancellation email with an image of my signature. I received no reply. 7/1/22: APN sent an automated email notice of upcoming July debit of $50.42.7/1/22: I phoned APN and spoke to L. She said she couldnt cancel my account, but that shed transfer me to someone who could. I waited on hold, then she got on to say no one was available and that shed take my name and number for someone to call me back. I told her that I will not be contacting APN again.

  Business response

  07/05/2022

  I apologize for your experience recently with our team.  Your initial term of the monitoring agreement has since expired, our price increase was put into effect.  As you know everything has been increasing recently and has caused us to do the same.   Your $5 increase that Tila removed was something separate and was corrected as you were told.  This other increase for $3.30 is part of increase that our suppliers and vendors have done and unfortunately get passed along to our customers.  

   

  Our process for cancellation is very strict for the safety of all of our customers.  As we are in the security business and if someone without authority can easily cancel someones alarm service that could put our customer at risk.  I apologize for the lack the communication as we, like many others, have been struggling with staffing during this unprecedented time. 

   

   

• Initial Complaint

  06/21/2022

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I've been in business since 2020 and chose aloha alarm as the business to help ensure the protection of my business. Countless times I've had issues with them and their ability to contact me, in a timely manner. I would have canceled their services but unfortunately I signed a regretful three year contract. Yesterday, June 20, 2022, my business was burglarized. The perpetrator ripped the alarm out of the wall and tried to break it by drowning out the noise in the toilet. As soon as I noticed, I called aloha alarm and informed them that i would need someone out here ASAP, to replace the alarm. The attitude and unprofessionalism on their end was disgusting. I was informed at 12pm that someone wouldn't be able to come out till Thursday, which would mean my business would be without the service I contracted them to do. When asked about a manager calling me back, I was met with attitude and still at 12:30pm, today, the following day, no one has contacted me. When I asked to be prorated I never received an answer. I don't think what I am asking for is much. My business is how I support my family and I need to be ensured that my alarm system is working. Especially, after such a traumatizing and emotional experience.I would like to be able to get out of this contract since they seem to not want to fulfill their duties.I am willing to pay a portion but not the full amount.

  Business response

  07/26/2023

  The customer was credited for the 3 days it took to get a technician to his site to resolve the problem. 

  Customer response

  07/27/2023

   
  Complaint: 17457865
  
  I am rejecting this response because:
  

  For a company that offers security, yet couldnt supply a tech for three days, then being on hold for numerous issues, with the worst customer service, nothing was resolved. Hence me canceling their service as soon as the contract ended.

  Upon canceling services I never received a confirmation and once again played phone tag with different representatives.

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

• Initial Complaint

  06/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This business was sold within this past year and since then it is horrible to deal with them. You are referred to an answering service in the mainland. Each time you call you get a new person .I want out!!! I can call them with no answer. I called on 4/29/22 5 times each time I was transferred to an answering service but after 10 minutes you are cut off.I spent over one hour trying to reach them!!! This is unacceptable. I want out of my 5 year contract that I was not even aware of. I am senior on fixed income sorry I will not pay for this type of service.I was instructed to write to their owner, and was given a kalihi address. I sent certified letter and it was forwarded to Richmond, WA. I heard no response and then got a notice of increase of monthly charges to $50.42. . How can you increase your rates if I have this contract.There has been no response to my letter so a second certified letter was sent to this company, this time it was forwarded to ********, **!Please no one go with this company!!! I have no alarm service and do not think I should pay for this!!! I have no faith or trust in them.

  Business response

  07/26/2023

  Customer account has been cancelled. 

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally purchased an alarm system from them around 2018 (not sure on exact date) if it's important to look up the date I'm sure I can find out approximately when it was. We don't have copies of the original paperwork because it was lost in the fire, but I can check my bank to see when we started paying them We had a fire in our house in February 2022. I called to ask they put our account on hold while we did repairs. I emailed ******************************** she was always super responsive and helpful. The account was placed on hold and once repairs were completed I needed them to come to the house to make necessary repairs to the system and we would continue our service with them.I was sending emails to ***** to try to get on the schedule since May 16 as we were finalizing everything. No response so I called the office and left a message on May 25th to get on the schedule at the very least. I emailed again on May 27th and again on June 2nd. I called 3 times on June 2nd and left messages with my address and needing to get repairs completed. I found ******* cell number and called her, but she was no longer there. I called my original salesperson **** who said he would relay a message because he was trying to get something on the schedule too.I'm not unreasonable, but my expectation is/was a call back to get on the schedule to complete the work. The entire neighborhood knows there was a fire and can see we moved everything back into the house as of the 25th.My new expectation is they call me back to get the repairs done or they release us from all future payments (probably a little over a year left on our 5 year contract with them. I don't expect the work to be free. I need a **** for the repair work and I can submit that to our insurance company as a part of the claim.

  Business response

  07/26/2023

  We apologize for the frustration here. This has since been resolved. Our office can be reached at ************.

• Initial Complaint

  05/18/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Aloha Alarm contract was signed last 2 days month of March. I gave one check for the 5G upgrade for the alarm system and a voided check for autopay. They took money from my checking account for the equipment and monthly billing on top of the 2 checks that I wrote. There was an overcharge for the monthly billing on top of taking money for the equipment. When I found the error of over charges and money taken out for the equipment they reimbursed my money to my checking account. They also then shut off my auto pay and sends me a billing for the month of May. They shouldn't have shut the auto pay. WHY!I'm now fighting to get my May billing paid. They are telling me to go to the office, write a check because it's over due. I call the ****** Office today at 1:55pm and again at 2:25pm office is closed and it goes to the after hour service. What kind of service is this when someone should be there till 4pm.I am locked into a contract for 5 years and will have to deal with a bad company who does not know what they are doing for 5 years. The owner or **************** in the mainland is unreachable or the owner does not call back to talk. They leave you Angry and Upset. My resolution to this problem to have my contract cancelled without paying for a way out of this when it all had to do with the company taking my money, not answering the phone that goes to after hours on business hour time. I'm sure I'm not the only one having issues with this company. I need someone to resolve this and see what can be done.*********************** ************

  Business response

  07/26/2023

  We apologize for the frustrations with these invoices. These issues have since been resolved. 

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