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:07/05/2025

  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.

  09 Oct 2024 until present, This alarm company has been billing me $***** plus tax for monitoring an alarm system which is non operational. **** the equipment is too old to get parts for and I now have to pay $*** and sign an extended contract for another three years but be for they will do that I have to pay the outstanding balance of$****** plus another bill for may of $*****. I have been dealing with these people for months to no avail. I am unable to cancel the two year contract without paying out the contract in full. I don’t know what else to do or where to turn. Customer # **************

  

  Business Response

  Date: 07/05/2025

  Hello

  api recently assumed the ****** account, operational issues prior to would not be the fault of api, we will attend at no charge to fix the install issues from the original installation and credit the ****** owing on the account 

  Thank you 

  Rose 

  Customer Answer

  Date: 07/05/2025

   
  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,
  
  Paul *****

• Initial Complaint

  Date:22/04/2025

  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.

  ****** I had used API service when I lived in Alberta. I moved to Quebec in October 2022. This past week I received an invoice in the mail with my incorrect address. I have called and left messages to both phone numbers. I have also sent an email. I have been unable to speak with someone to make a payment on this invoice.

  

  Business Response

  Date: 29/04/2025

  Hello,

  This has been resolved directly with Anna and next steps outlined via email to her.

  Thank you

  Rose

  Customer Answer

  Date: 29/04/2025

   
  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,
  
  Anna ********

• Initial Complaint

  Date:16/04/2025

  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.

  I received a bill and notice of collections today after at least a year of not hearing from ****** ***** *A.P.I. * **** ***** ***** I thought they dropped my account, it was set up as Auto Pay and they quit collecting. As I said, I have not heard from them in any way that I owed money until today! I don't think this is a just collection!

  

  Business Response

  Date: 17/04/2025

  The account is active and being monitored , the checking account on file has been rejecting payments since March 2024

  Balance owing ****** payment is owing, contact our offices as soon as possible 

  **** *** **** *** **** 

  Thank you 

  Customer Answer

  Date: 25/04/2025

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

  Good afternoon,

  I have tried to call the ************** number for A.P.I. Alarm 3 time in the last 3 days, have talked to 2 people who said they couldn't help me and passed me on to another extension to end up with an extension (****) that I left a message with my phone number. 

  I am not receiving any help in figuring out what I can do about this notice of collections! I did find out through these phone calls that my original provider (******) turned me over to A.P.I. but as I told the people that I did talk to at A.P.I., I never received any notification of this. Also, since I cannot get ahold of anyone who can help me, I have no idea why they quit collection payments from my account and never notified me of this, I was able to verify that they do and always have had my address and like I said I have left my complete phone number.

  If anyone can help me, I would greatly appreciate it!

  Thank you,

  Kelly *****

  
  
  
  

  

  Business Response

  Date: 25/04/2025

  Will have a representative contact the customer to discuss

   

• Initial Complaint

  Date:15/04/2025

  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.

  This account was cancelled years ago, and the final payment was made. They have started billing me again out of the blue and I don't even have the alarm system anymore. To date, they have billed me ******. This needs to be cleared immediately and the account cancelled for good or I will be filing for harassment.

  

  Business Response

  Date: 16/04/2025

  Hello

  The account was never cancelled with api , billing has never stopped due to this reason , fluent has been engaged to investigate and provide the notice of cancellation that the customer sent them, once received the account will be cancelled 

  Thank you 

  Rose 

  Customer Answer

  Date: 16/04/2025

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

  This is 100 % false. This account was paid off prior to the end of my contract, in a lump sum in 2023. *** ******** statement shows you just started billing me again, out of the blue, in November 2024. I am going to my bank to get proof of that payment as it was so long ago it no longer shows in my online banking. This account WAS cancelled, and I will never pay you the value of this erroneous statement. ** * **** ** ******* ** ******* * **** ** ***

  
  Sincerely,
  
  Krista ******

  

  Business Response

  Date: 16/04/2025

  We have engaged ****** * to date there is not a notice to cancel from the customer received by ****** or api, the notice of cancel was requested on the call back by fluent when the balance of agreement was discussed. Customer was also advised if payment was not received the account would be placed into collections. 

  The account remains open , please email your cancel request to **************************** * if the email request was sent to ****** prior  please forward that email also and the account will be adjusted. The last communication ****** provided was the customer was stopping payment. 

  Sincerely

  Rose 

   

  Customer Answer

  Date: 16/04/2025

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

  Cancellation was given over the phone (on more than one occasion and confirmed by the ****** agents) as well as by payment of the contract remainder. I have emailed this information to the address provided today as well. This is not a solution, this is blame for something that, very obviously, was a failure on ******** part. Please provide proper resolution to this issue.

  Sincerely,
  
  Krista ******

  

  Business Response

  Date: 17/04/2025

  Cancellation is not completed over the phone , call indicates customer was advised to send the notice of cancellation , to date it has not been received 

  Please email ****************************  final invoice will be issued and account cancelled 

   

  Thank you 

  Customer Answer

  Date: 17/04/2025

   
  Complaint: 23208436
  
  I am rejecting this response because:
  

  This is the opposite of what i was told over the phone by multiple of your staff. I already emailed my cancellation yesterday when you requested it. Again, you are not actioning things based upon your own request. A final invoice will not be paid as I already paid you the rest of my contract and this new issue is due to the negligence of *******API.

  
  Krista ******

  

  Business Response

  Date: 17/04/2025

  ****** has replied 

  Contract term completed August 2024, ****** has responded to API regarding the customers complaint and sent the notice with the cancel interaction, Krista was clear that she was cancelling despite ****** advising her to call in.

   

  Api has cancelled the account as of now and cancelled all invoices on the account 

  our apologies for the frustration this has caused 

   

  Sincerely

  Rose

  Customer Answer

  Date: 17/04/2025

   
  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

  Thank you, Rose. I appreciate the resolution. I will keep a record of this communication, but I would also appreciate an email from A.P.I./****** stating the charge reversals and the formal contract cancellation. You may send it to *********************** 
  Sincerely,
  
  Krista ******

• Initial Complaint

  Date:15/04/2025

  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.

  Home alarm beeping for 2 weeks. I cannot get help to stop beeping. I was told that I had a service call booked but I canceled it. Not true. Told my contract is not up for 2 years, it ends in 3 months. Just been lied to and ignored by this company.

  

  Business Response

  Date: 15/04/2025

  Customer called April 10 2025 we attempted to resolve the issue remotely and could not as it was a low battery on the co detector, customer was offered service and declined stating she was cancelling the account.

  API did not advise the customer she had years left on her agreement , her agreement is completed August 2025 

   

  Should the customer now want service please have her email ******************** 

  Thank you 

  Customer Answer

  Date: 15/04/2025

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

  I'm sorry but that's not true, I changed the battery before I contacted API  I was told I needed it serviced.  I waited for the service person to contact me.  Now days have passed, I called to ask when to expect service call.  They said I declined,  why would I decline?  Anyway, the con tract is ending in Aug,  I said I would gladly pay till the end.  I have been told now that I own it, I still don't know who in fact does. But I do know it's been beeping for 15 days.  If I remove it myself,  I can only assume they will say that they never said that and will charge me an exorbitant amount. I really don't know what to do,  thank you. 

  Melynda ********* 

  
  
  

  

  Business Response

  Date: 15/04/2025

  Respectfully we can attend your home to repair if you want service email ********************  or should you wish to cancel service please email ****************************

   

  Thank you

  Customer Answer

  Date: 16/04/2025

   
  Complaint: ********
  
  I am rejecting this response because: The contract ends in 3 months,  they have not given an answer to who owns the beeping box on my wall.  They cannot instruct me how to make beeping stop.  I don't require service.   Just an answer.   If I remove box am I going to be charged more?  Horrible customer service 
  
  Sincerely,
  
  Melynda *********

  

  Business Response

  Date: 23/04/2025

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

  We are attending tomorrow, or Friday customer is aware and has verified over the phone as well

   

  Sincerely 

    

  Rose ****** 

  National Operations Manager 

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

  
  

  Customer Answer

  Date: 23/04/2025

   
  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,
  
  Melynda *********

• Initial Complaint

  Date:27/03/2025

  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.

  Our residence has an API alarm monitoring system. In August 2024, it received an error message. I phoned customer service and they told me to "change the battery". Upon investigation I learned that the battery is hard-wired into the unit and would need to be replaced by a technician with specialized parts. I phoned API again and was told they would submit a work order. There was no follow-up with API, so I phoned back in October 2024. I was told again they would submit a work order. I followed up in late November 2024 and was given a date in early February. I was told that was the earliest a technician could come. I asked API to suspend charging me until the alarm was fixed and requested back pay to August 2024. I was told that the only person who can enter this request is the technician after a service call and that I should wait. This didn't sound correct to me, so I continued to phone back and speak to various people in billing and customer service, all of whom said they were not authorized to respond and they would put in a work order for a manager. In Feb 2025 our appointment was cancelled due to weather and rescheduled for late February. When the technician arrived, they said the didn't know anything about how to request funds back. I have since phoned at least 10 times and spoken to wonderful service people who have tried to get management to phone me back. Today I was told that a message had been given to management to phone me. We scheduled a call for this afternoon and no one phoned. To date I have not been able to use the system from August 2024-March 2025. I am requesting payment back dating to August at the minimum. 

  

  Business Response

  Date: 15/04/2025

  Several attempts were made to schedule a return trip for the customer , the customer is being called again , she states she is a teacher, a message will be left and an email sent to her email on file, a 7 month refund would not be valid, the alarm system was communicating, a low battery does not mean the system is without communication 

   

  we will refund 3months for the frustration

   

  Sincerely

  ********** 

  Customer Answer

  Date: 15/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: To my knowledge API has attempted zero times to get in touch with me. There is has been zero replies to my emails until this morning, when I received my first email from ***** (customer service). Please carefully read my complaint. I am no longer waiting for service, as they came out in late February after a 7 month wait. 

  API claims that my alarm was communicating. If it was communicating, the only thing it was sending was an error code that wouldn't allow me to use it. I have no idea if the battery was the actual problem in that case. API could check with their tech who came out in late February to ** ********* *** to find out what the problem was and what they fixed. It was originally someone from customer service who told me to "change the battery", but again, API didn't come out to fix it for 7 months. API I'm assuming would have the technology to "see" that the alarm was not successfully set between August 2024 and late February 2025. I did not have the ability to use the alarm.

  I reject a 3 month refund. This is inadequate for  the disruption this has caused. Not only have I spent hours phoning and emailing the company, ZERO attempts have been made to reach me. As API noted I am a teacher. That has nothing to do with my ability to respond to phone calls or emails. Clearly I have received this note during my workday and have responded immediately.

  In addition to a refund I am requesting personal communication from a manager apologizing for the service that I have received.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 15/04/2025

  A 3 month refund is more then fair in this case, the inability to connect is not entirely the fault of the business.

  The matter is closed 

• Initial Complaint

  Date:27/01/2025

  Type:Product 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.

  I called the company and left messages several times last April to cancel our subscription. No one ever answered or returned calls. I put a stop order on the AFT from the bank. That lasted until October. Then in November they took 2 payments each month. (December and January) Unfortunately I just realized today. Once again, I called, but no one answered. I have left a message again.

  

  Business Response

  Date: 27/01/2025

  Hello Nathan 

   

  75-79-3406 can you please advise which number you are calling , we have checked our api call logs and do not have you calling into our office, the process to cancel an account is to email **************************** 

  please send us the email and we will process your request 

   

  thank you

  Katherine 

  

  Business Response

  Date: 11/02/2025

  The customer was asked to provide dates and times of when he tried to reach API and fluent , he could not , the cancel process requires an email to either API and fluent which is also stipulated on the agreement with ****** , the amount will be refunded however the customer made no attempts to cancel the account , they moved.

   

  This matter is considered closed 

   

  Thank you 

   

  February 11, 2025: Refund processed.
  
  Thanks,
  Judy

• Initial Complaint

  Date:09/01/2025

  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.

  API rep contacted me in November 2024 to sell me a 3 year contract in exchange for a free upgrade to my equipment, which they will no longer be able to service as of March 2025. Rep confirmed I am not under contract. December 16 I emailed rep and inquired about cancellation policy. Rep gave me email addresses to send cancellation notice to, which I did on Dec 16. Dec 17th I received a response from Becky ****** saying: "Please note you are in original contract term until January 2, 2028. You will be billed for the total remaining months on your contract. Should you not respond within 5 business days, the account will be cancelled, and you will be billed a balance of agreement." I responded within minutes saying: "When I spoke with Chavi, it was confirmed that I am not under any contract. Please call me at..." I received no call, but service to our equipment was shortly thereafter cutoff, although my monthly invoice has always been paid and on time. I checked my records for a contract until 2028 and did not find one, I just had a liability waiver for an existing smoke detector from Jan of 2023. I asked the original rep Chavi for a copy of the service contract, and she sent me the smoke detector waiver signed by me, and contract of $***** + tax for 60 months to Jan 2028 which was not signed by me - the signature line is blank. I inquired how I could be under a contract I had never signed. I called many times, have left voicemails and asked for managers, and nobody will speak to me. On Jan 7th I received a final invoice for $******* for the remaining 36 months of a contract I didn't sign. I have again called, left voicemails and emailed customer service with no response. Bottom line: rep told me I'm not under contract. There is no signed contract. Nobody will communicate with me. (** **** ** **** ***** ********** **** ******** ** *** ****** **** *** ***** ** *** ********* * ***** ** **** ***** ***** ** *** ******* ** ***** **** * ********)

  

  Business Response

  Date: 09/01/2025

  Good Afternoon

   

  Can you please provide the address of the account, I have attempted to search via last name and am unable to locate the account.

  

  Business Response

  Date: 09/01/2025

  Hello Chantal, 

  I have reviewed the ****** agreement on the account, it was not signed , the final invoice has been cancelled.

  Apologies for the frustration this has caused , I have engaged the ****** team also to discuss and will ensure this does not happen again moving forward 

  Sincerely

  Rose

  Customer Answer

  Date: 10/01/2025

   
  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,
  
  Chantal ********

• Initial Complaint

  Date:04/11/2024

  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.

  I am writing to formally address an ongoing issue regarding an alarm service that I initially contracted with ******** Alarm in January 2016 for my home at *** **** **** ********* *** *** ***. As my contract neared its end, ******** reached out regarding equipment replacement and renewal. At that time, I informed them of my impending international move and that I would not require their services going forward. I was never advised to submit a formal termination request. Following our conversation, I assumed that no further action was needed on my part. Recently, I was surprised to receive a notice from a collections agency regarding outstanding payments to API Alarm for the period from 2021 to 2024. My understanding is that API Alarm acquired contracts from ********, and they have taken over my expired contract from 2016-2019. However, it appears that API Alarm continued to bill me 2 years after the expired contract for services I did not receive. I have made numerous attempts to resolve this matter with API Alarm, including phone calls and emails, but I have encountered a lack of assistance and communication. Their staff have been unhelpful and have not provided a means to escalate my concerns to higher management. Additionally, ******** has stated that the equipment installed at my residence is not compatible with API’s systems, confirming that I did not receive any services. Summary: I was not living in the house during the period in question. My contract with ******** has long since expired, and at no point did API Alarm receive any signals from my system, meaning I received no service from them. I request immediate clarification on this situation and a resolution to the outstanding charges. It is essential that this matter be addressed promptly to avoid further complications.

  

  Business Response

  Date: 04/11/2024

  To date the customer has not send us an email to cancel services,

  Please have the customer send their original email to cancel services to **************************** 

  Cancellations are not processed via phone and the customer would have been advised to send an email to the above email address 

  Customer called in November 4th and was asked to provide documentation surrounding their move in 2019 , there is no email on file requesting a cancellation of service 

   

   

   

  Customer Answer

  Date: 09/11/2024

  
  Complaint: ********
  
  II am writing to formally reject the response to complaint ********. The issues outlined in their response are inaccurate, and I would like to clarify the situation.

  
  First, the contract I had was with ******** Alarm, which was valid from 2016 to 2019. API then acquired this expired contract, and it appears they are incorrectly applying their own policies regarding cancellation. They also claim that ******** completed their due diligence when the contract expired and was cancelled. However, I find it impossible for API to know the details of how ******** handled cancellations at that time.

  
  The most critical point is that no service was ever provided. After speaking with ******** directly about this invoice, they confirmed that it had nothing to do with them. In fact, they told me the equipment they installed was not compatible with API’s system at the address in question, further confirming that I am being invoiced for services that were never provided.
  Additionally, the contract with ******** was valid from 2016 to 2019, and there was a full year gap before API supposedly reactivated the contract in 2020. This raises serious questions about the legitimacy of API’s claim to this account.

  
  At this point, it is clear that API is attempting to invoice me for services they did not render. This ongoing issue has caused significant frustration, and I am requesting that this invoice be immediately canceled.

  
  I trust that common sense will prevail, and I ask that this matter be resolved promptly.

  
  Sincerely,
  Michael ******
  
  

• Initial Complaint

  Date:17/10/2024

  Type:Service or Repair 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.

  Business is forcing us to either pay an additional $****** fee on top of our monthly payment to simply to keep our alarm system working due to a cellular network technology upgrade or sign a 36 month contract.

  

  Business Response

  Date: 17/10/2024

  This is not api making customers do this , the provider is no longer supporting this communications  type , this will result in new equipment being installed which yes there would be a charge

  all alarm providers across the country and the US are contacting their customers to upgrade  the current 3g network

   

  Thank you

  Rose

  Customer Answer

  Date: 17/10/2024

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

  As long time customers, we already pay for this service, and as such, this upgrade should be covered by the amount we already pay. If ******/API knew this upgrade was coming they should have budgeted for it on their end, **** ** **** **** ********* Also, a SIM card costs cents and there is no justifiable reason why it would cost $*** to switch out a SIM card, which would likely take seconds. ***** ****** ** ****** *** ** ********* **** * ***** ******** ** *** ** ** **** ** **** ******** ******* **** ** ******* *** ******** ********** **** ******** ** ******** ** ***** ***** **** ** ********** ** ******** **** ** ********** **** ** **** * **** **** ** * *** ** ***** ** **** * **** **** ********* ***** ***** **** ** **** **** ***** ** ************ ******** ******* ********* ** ****** ***** *** ***** **** ******* **** *** **** * ***** *** **** ************* *** ** ***** ** ****** ** ****** ******* ******* ****** * ***** ******** *** **** **** ** *** **** ****** *** *** **** ******* ** ***** ********* *** ******** **** * ******** ** ** ***** **** *** ******* *** ***** ******** ********

  Sincerely,
  
  Patrick ***********