ComplaintsforA.P.I. Alarm Inc.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  19/07/2024

  *** ******* *** **** ***** **** 

   

• Initial Complaint

  29/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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

  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 response

  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

  24/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  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

  15/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 

• Initial Complaint

  24/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My name is Roland ********, I would like to file a complaint against API alarm. I'll just give you a summary of the situation. I signed up with ******** ****** back in 2015. On 2019 it was bought by API alarms. October 11,2022 - I emailed API to request for 2 sensors for my basement window because I added an egress to the basement and changed the window. - API told me that I need to sign their agreement before they can put the sensors. So I signed the agreement on the said date given they are going to install the needed parts on my basement to keep my house secure. - Agreement signed(Monthly $***** & one time charge $******) October 13,2022 - I followed up on API alarms regarding the installation because my house is not secure without the sensors. -API alarms replied that the work order has been sent. BETWEEN THIS TIME: API alarms sent a technician to my house. When he went to the basement he spent less than 5 minutes and he tells me that he can't install the equipment and the sensors. He advised me that they need to put a wireless options. So I told API to send me a quote for the wireless option. February 7,2023 - API offer new agreement for $***** and one time charge $***) BETWEEN THIS TIME : API alarms keep phoning us sign the new contract. July 5,2023 - I emailed API alarms to CANCEL SERVICE July 12,2023 - I received an email from ************************  saying that I signed a contract with them on October 11,2022 and I am still in contract with them until October 2027. They told me that I can be billed for the remainder of the term or continue to pay monthly until the term is complete. If I don't respond until July 30,2023. the account will be cancelled and you will be billed balance of agreement. July 13,2023 - I ask for a copy of the agreement July 20,2023 - I emailed API alarms that there technician was not able to install the parts I requested on the agreement that I signed on October 11,2022. I also remind them that I did not sign the new agreement that they sent me on February 7,2023. July 26,2023 - Christian ******* (API alarms Security Consultant) thru email offered to reduced the one time charged of $*** to $*** of the new contract. - on the same day I replied thru email to Christian ******* and to their customer care that I was not interested and requested that they cancel my service. August 15,2023 - API alarms sent me an invoice of $******** (final invoice). NOTE: Lorenda ******** ********  >THE REASON FOR MY COMPLAIN: API alarms breach our contract on October 11,2022 by not installing the equipment that is included in the contract. They are harassing me to sign the new contract and when I decline the offer they try to ********** me by forcing me to pay for the remainder of the contract that they breach. I tried to communicate that there has been nothing installed on my house but instead of addressing my concern they instead reduce the one time charge to half.

  

  Business response

  01/09/2023

  Good Morning 

   

  This was our error, no equipment was installed , balance of agreement should not have been billed

   

  The will be cancelled, please have the customer disregard

  Customer response

  06/09/2023

   
  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,
  
  Roland ********

• Initial Complaint

  18/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In November 2022, Bob D***** from API Alarm Inc. sold me a security system for my home and misinformed me about the system's functionality. I own a duplex and live in one suite while I rent out the other. Mr. ****** assured me that the alarm system that we were purchasing would allow for our tenants to arm their suite independently. When the system was installed we discovered that it does not function as promised. API attempted to resolve the issue, however, they finally said that it was not possible. I requested a credit on my account because of the inconvenience and misinformation. Mr. ****** said that he was not authorized to provide a credit, so I requested that my billing be adjusted to be $* less per month for the remainder of the contract. Mr. ****** agreed to this. This was in November 2022. In the months that followed, no credit or fee removal was ever provided. I have contacted the API customer service department numerous times, and I am always told that they are unable to resolve the issue and Rose Skrlec from their head office must decide on it. I have attempted to contact Rose S****c numerous times and have largely been ignored, save for a single e-mail that said I should contact the customer service department. I have attempted to contact a supervisor for Rose S****** but I was told that there is no one above Rose S*****, except for the CEO of the company. API continues to automatically withdraw the original amount from my bank account each month. I am seeking a credit from API for the total of $***, which is $*/month for the duration of my 60-month contract.

  

  Business response

  18/08/2023

  Good Morning 

   

  Customer has been responded to and credit being applied to her account 

   

  Customer response

  18/08/2023

   
  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. I have unfortunately in the past been told by this company that they will provide a credit and then they did not provide the credit, so I remain somewhat skeptical that this issue will finally be resolved. If the company follows through on what they now say they are going to do, I will be satisfied. 
  I **** ******** **** * ****** **** ** *** ****** ************* **** * ******** **** *** ******** 
  Sincerely,
  
  Kerri ***** *******

• Initial Complaint

  25/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We have been a long term customer of API, at least since they took over the business. My last upgrade included a GSM unit which changed us from a landline to a cell-like unit. One if the conditions of our contract was that should our connection with the alarm monitoring service be compromised, we would be immediately contacted. While on landline service, this did happen and we were properly advised. In May this year we disconnected our GSM unit and contracted with another alarm company for monitoring. I did not hear anything from API...no call, no email. This is a breach of contract. They did not fulfil their obligations that they had been paid for a year in advance. On July 1 this year I got an emailed invoice and my credit card was charged with an annual charge. I immediately sent an email back telling them their service was not required and they should credit my credit card. Not hearing from them (as usual) I called them on the 4th of July and was told they were way too busy to read the old emails and that I had to email again to cancel. I did so, and was ignored until the 7th when I got a call from someone saying he was from customer service. ** **** ****** ** *** *** ******* ********* *** * ********. I tried again and again to talk to the person in Winnipeg from customer service. She won't return my call. She won't email me except to say that They will refund 11 months sometime after the end if July because I owe them one month cancellation fee. I have emailed and phoned explaining they were in breach, not me. All I want is my money back in good time, not whenever they feel like it. I was willing to let them have the month just to get my money back but now I am angry and frustrated. I want the full amount ($******) back. They breached the contract and must pay for it. **** *** *** **** ** **** ** **** *****

  

  Business response

  27/07/2023

  Hello

   

  please provIde the actual dispatch address of where the alarm was installed

   

  we cannot locate the account with BOX # 

  Customer response

  27/07/2023

  physical address is ** ******** **** ******* ***** ********* ******** *** ***

  Their inability to find the file seems to be ******* since I sent a copy of their invoice and the contract, which shows address and account number.  ******

  

  Business response

  03/08/2023

  Refund processed.

  Thanks,

  Judy

   

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

  Customer response

  03/08/2023

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

  1)  Had you taken the time to read the attachments to my claim you would have seen a file called API Monitoring.pdf.  This file carries all the information you require to find my file.

  2)  I have not received my refund and it is well after the end of July.  When are you planning to refund the eleven months you referred to in your response.

  3)  API should be paying me an extra month, not the reverse as API broke the terms of the contract and failed to provide the service being paid for.

  Sincerely,
  
  Colleen ********

   

  August 10, 2023

  Thanks for your assistance. I have received a credit to my mastercard. ** ** *** *** **** ** ******* **** ******* * ** **** ************ ** *** ** **** **** *** *** **** ******* ** ** ********** **** **** ***** **** ******** ***** ********* ******* * *****  **** ** *** *** ** *** * ********* **** ** ****** **** *** ***************
  Colleen ********

• Initial Complaint

  27/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It’s been increasingly difficult to contact the company when the monitoring system needs repairs, or when you have a question. Current example - I called the Technical support and repairs for a security system that has been alarming. First issue, the company does not contact the customer as they say they do. My system has been alarming for 18 hours without any contact from them. That’s a problem when they claim that they they are a home security company. Second issue - it’s near impossible to have someone deal with the issue. I call technical support, and they say they are not familiar with my system. They tell me to call a different phone number. When I call that phone number they have no idea why I was forwarded to their department. I was given another phone number, and am told that they are closing in 15 minutes and that a technician will call me within 3-5 business days. I call another random phone number on my bill, and the voicemail says to leave a message. I call another after hours phone number and am told that someone will call me within 15 minutes. And that phone call didn’t happen. ***** ** *********  *** *** *** ***** ** **** ***** ******* *** *** **** *********** *** **** **** ******** ** **** ******** ********

  

  Business response

  28/06/2023

  Good Morning 

   

  We have received the oncall procedure with our new operator , contact will be made by our service team first thing this morning and a month free will be applied to Eileens account for the frustration this has caused 

  Customer response

  04/07/2023

   
  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,
  
  Eileen ************

• Initial Complaint

  30/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received an invoice for service that I never received (at an address I haven't lived at in 5 years). It was forwarded to me by the current occupants. Needless to say, there are lots of charges and late fees that I should never have been billed for. Called multiple times during business hours and after hours. No answer from the monitoring station or using the 1-800 number. When I finally got through, I was transferred to the billing department, but nobody picked up and no voicemail was available.

  

  Business response

  14/02/2023

  *** ******** ***** was cancelled Sept 2020, there have been no invoices sent to this address since the cancel date of 2020 

  Please verify this is the correct address to search 

   

  Thank You

  Rose

  Customer response

  14/02/2023

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

  Service address in question is *** ****** ******   

  
  Sincerely,
  
  Matt *****

  

  Business response

  16/02/2023

  This location is not cancelled , please send your original email request to cancel the account to **************************** we will cancel the invoices and cancel the account, we do not have a request to cancel for this address

  Sincerely

  Rose

  Customer response

  17/02/2023

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

  I have not lived at the address for over 5 years.   I called the alarm company to cancel when I moved out.  Payments stopped coming off my credit card at that time.  I have received annual bills each year and each year I have phoned to complain.  I have been told that it would be fixed. I asked the new owner to call as well, which she did on my behalf.  The current resident does not have service with you and has never paid a bill to you.     How on earth can you continue to provide “service” for 5 years without payment? And without contacting anyone about it.  **** ****** ********* ** ** ********
  

  Please cancel this account immediately and reverse all charges as no service has been received.

  
  Sincerely,
  
  Matt *****

  

  Business response

  22/03/2023

  There is not a cancel request on file for this address, please have the customer send me their original email request to cancel. 

   

  This same response was provided Feb 16^th and to date we have not received the cancel email

   

   

  Sincerely 

    

  Rose ****** 

  National Operations Manager 

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

   

  Customer response

  22/03/2023

   
  Complaint: ********
  
  I am rejecting this response because the business did not address my issue.  I have now emailed them to “cancel” the account I have tried to cancel multiple times before.  Continuing to bill a client for YEARS without any payment or communication is ********** particularly when no service is actually rendered.  
  
  Sincerely,
  
  Matt *****

  

  Business response

  23/03/2023

  He sent it right away and I responded that it will be cancelled and invoices cancelled 

   

  Sincerely 

    

  Rose ****** 

  National Operations Manager 

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

• Initial Complaint

  10/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to cancel my service with API for almost one month. I was told I needed to do this in writing and was given an email address to send it to. My original email on Dec 12 stated that I wanted the service cancelled immediately, as we were planning an upgrade (to wireless, and since we already cancelled our landline, there was no way to have the alarm monitored in the meantime). There were multiple back and forth emails with someone who seemed to completely disregard my request for cancellation. I was charged the usual monthly fee on Jan 1, so I emailed again stating that I wanted my service cancelled, and I wanted a refund for the Jan 1st payment, and that I was no longer interested in the upgrade. The response was that a salesperson would call me. I attempted to phone the company, but I was only able to leave a voicemail and of course nobody called me back. I sent one more email requesting a cancellation and saying that I would be filing a complaint with the BBB should no one contact me by the end of the day

  

  Business response

  26/01/2023

  Our sales team has attempted numerous times since the original request December 2nd to reach the customer to discuss her upgrade request, we will follow up now with an email response 

   

*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. ↩