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:15/04/2025

  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 ***********

• Initial Complaint

  Date:03/07/2024

  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'm contacting you for the dispute notice from collection notice. We have had nothing but problems with this company. My husband got ill in the beginning of 2022 with cancer, and at this time I phoned the company to cancel, the secretary at portage API alarms stated to me to write a letter to discontinue, in which I did in January 2022. With everything going on with chemotherapy it was a lot to deal with for husband and i. The last payment was made on February 24th 2022, a month later I heard from them requesting bill payment, in which I told them I was discontinuing. I then phoned API on Portage again and the secretary said she received my letter. Ever since then I've been getting bill payment requests. Before I sent my letter in January, I found a photocopy letter that my husband wrote of cancelation to API alarms. ***** *** *** ********* *** ******* *** *** ***** ********* *******

  

  Business Response

  Date: 09/07/2024

  Good Morning , 

   

  Please supply the account address, we do not have an account at the address the customer provided on the complaint, unable to locate the account by last name 

  We require the address of the home that the alarm system was installed please 

   

  Thank you

  Customer Answer

  Date: 19/07/2024

  *** ******* *** **** ***** **** 

   

• Initial Complaint

  Date:29/11/2023

  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.

  On May 26, 2023, our security system went off and my wife and I were very disappointed as we received absolutely no response from API Alarms (our monitoring company at the time) As a result: • On May 26, I phoned API to terminate the service • I was instructed to send them an email to cancel the service • On the morning of May 26, I sent API an email indicating that I wanted the service to be terminated immediately and that I was also going to cancel the automatic payment of June 1 for the month of service of June • May 26, I received an email confirmation from API Alarms indicating that the service would be cancelled within 48 to 72 business hours. In other words, API Alarms affirmed in writing, they would be cancelling the monitoring service before the end of May • May 27: ****** ****** visited our house and we signed a contract with ****** ****** on May 28 to provide us with monitoring service • June 1: I received invoice ******* from API Alarms indicating the amount due for June was $0 • June 2: we received an email from ****** ****** scheduling an appointment to review our security system installation • June 7: ****** ****** visited our house and activated their monitoring service at which time the payment schedule was also established • Recently, I discovered that API had sent me invoice *******, dated July 24, indicating I owed $***** for the month of service of June I honestly feel we terminated the service with API with more than enough anticipation to avoid having to pay for June. API provided written confirmation affirming the service would be terminated before the end of May. This is corroborated by Invoice ******* from API that states we owe nothing for June. We signed a monitoring service contract with ****** ****** on May 28 and the service was activated on June 7. Then on July 24, API decides I owe them $***** for June! ******** **** ******* ** ** ** ** * ***** ************** ** ************ *** ***********

  

  Business Response

  Date: 29/11/2023

  This cancel was processed on the eve of month end being run and billing which caused the July invoice to bill 

  May 26th the original request was received, our retention team reached out within a few days with no response, the cancellation policy requires 30days notice, the email the customer received was not an acknowledgment that his cancel would  be processed within 24-72hours, this is a standard email response that is sent on any email received to the customer care inbox. 

  Ron was emailed June 2nd and offered a rate reduction or an upgrade in services to stay, and advised his account would be cancelled at the end of June 

   

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

   The account was cancelled at the end of June, 

   The customer called for the first time only November 21 2023 at 12pm, the associate explained what had occurred the customer advised he did not owe anything and hung up on the associate before she could advise him the invoice would be  cancelled, associate attempted a call back however there was no answer, the invoice was already cancelled.

   

    

  

  Business Response

  Date: 30/11/2023

  The account is already cancelled , the explanation was outlined, there was an outstanding invoice on his account and yes it was cancelled after he hung up on the associate, there is nothing owing on this account and the account was cancelled months ago

  Customer Answer

  Date: 01/12/2023

   
  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,
  
  Ronald *****

• Initial Complaint

  Date:24/10/2023

  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.

  I've been trying to cancel my service with this company. I've sent numerous emails telling them I no longer want their services. I've even talked to people and they tell me I have to send an email to a specific email address and I have numerous times and they won't take me off their service. My alarm system does not work and it hasn't in over a year now. I've put stop payments with my bank and then the last few months they've been able to get a payment but we've put another stop payment and at the beginning of the month they received a payment because the bank clerk messed up but they gave us our money back and fixed the stop payment. Well today they took two payments out which is $** and a few cents. My husband is going to talk to the bank again but I don't know what to fd about this company. They don't listen *** **** ***** ******* *** ** *** **** they keep taking money and the system doesn't work. *** *** ** ********* ***** ***** *** ** ** **** ****

  

  Business Response

  Date: 24/10/2023

  Hello 

  Please forward your original request to cancel to **************************** 

  All requests to cancel service require an email , once we receive the original email we will cancel the account and refund amount owing 

  Sincerely

  Katherine 

   

  

  Business Response

  Date: 24/10/2023

  Also note customer was advised the account would be cancelled at the end of October, there were multiple attempts at upgrading the alarm,  the invoices she is referring to are July, August and September which bounced at her end , customer owes the 3 months 

  Thank you

  Katherine 

• Initial Complaint

  Date:15/09/2023

  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.

  When My fathers house was sold I contacted API by telephone and canceled the service for two weeks after the possession. Th e possession date was October 2020. I asked if anything further needed to be done or any hardware needed to be returned. I was told nothing further was required and that the service would be discontinued as per my request. I personally shut off the alarm prior to possession so the buyers would be able to enter the house as they would not have access to the alarm code. My father passed away in October of 2022 and I subsequently became aware that API was continuously receiving $***** per month up until a number of months ago. The front line person at API indicated the money from October 2020 could not be returned as they had no email indicating that the service was to be discontinued despite my explanation that I had indeed contacted API by felt and specifically asked if anything further was required and I was told there was not. I find it incredible to think we would continue a service on a home we no longer owned and that would still be required after my fathers death. Additionally there would have been no active monitoring of the home just prior to possession by the new owners as I had shut off the alarm system. I have asked to speak with an API manager and have no one contact me. I also gave the CEO of the company an opportunity to correct matters through leaving a voice message and have not had a response from him or any other manager.

  

  Business Response

  Date: 18/09/2023

  Cancellations are not processed by phone , the customer would have been advised to send an email to cancel 

  please have the customer forward the cancel email and we will investigate further 

   

  Thank you 

  Customer Answer

  Date: 28/09/2023

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

  I have not had a response to my two questions submitted by e mail in July 2023.

  API asked by email if I have any questions and I asked they answer the questions already submitted.

  their short response simply restating their policy on cancellations needing to be received by email lack’s any room for common sense or use of judgement.

  it is so improbable that I would have not contacted API to cancel service on sale of the house not to mention death of the client.

  I have not heard any room for discussion on the matter from API.

  API refuses to believe their staff could have errored in not informing me that they would need to receive an email confirming our discussion on cancelling the service.

  To that matter I shut off the alarm just prior to the new owners taking possession so they could take possession as they would not have access to the home.

  Is is API contention they would not realize that no monitoring was taking place for almost two years?

  I would think that should have raised a flag on their part to connect with the client to find out if there was a problem.

  I think it reflects very badly on this company to hold to their “policy” position and not use judgment or consider the unique circumstances of this individual case.

  I am still seeking a return of monies paid for which no service was provided.

  I would like to be able to discuss this with a senior management individual from API
  
  Sincerely,
  
  Cary ********

  

  Business Response

  Date: 06/10/2023

  We can look at the last signal received and refund from that date.

  Also the staff did not make an error cancels have not been process via phone in over 15 years 

   

  Sincerely 

    

  Rose ****** 

  National Operations Manager