6 Customer Reviews
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Review from Meryn C
1 star18/06/2024
Absolutely horrible company to deal with. They *** ******** **** ******* *** have been chasing us for money we never agreed to pay for years. T*** *** ** ******** ********* ** *** ******** ********** *** *** ** **** *** ** ******* ******* *** *** *********Review from Michelle C.
1 star15/12/2022
***** ******* ***** We are long term customers, in 2020 we decided to upgrade our system so we can get rid of our land line which we only had for our alarm. After the upgrade - they attached our billing to our previous account with an old email - new email was given. After a few months I emailed the company (who by the way is EXTREMELY hard to get a hold of - by phone or email) to ask where our bill was. Months later, I emailed the rep we dealt with - no reply- Finally 2 years later we get a paper copy in our mail saying we owe over $1100!!!!!! This is THEIR error - not our, and they keep sending me the same invoice WITH finance charges included. During the summer, we had issues with the connectors lining up on our front door and our alarm would go off frequently while we were out of town. When my husband called to ask them to fix this, the person told him to look at fixing our house, not the alarm!! No one came to fix this and we were pretty much going without an alarm ever since. I KEEP GETTING INVOICES WITH FINANCE CHARGES AND THREATS TO TAKE US TO THE COLLECTION AGENCY! We have never had issues like this. No one is replying - this paper invoice came in the spring - called, emailed - nothing is being resolved! I asked if they can discontinue our services as we are 100% dissatisfied, got a reply saying we are on contract until 2025 and would be charged for the remaining time!! Charged for what - aren't even using the ***** ** **** alarm. ** ******* **** ********** ***** * *** ***** *** ** ****** ******** Extremely hard to pay a bill - which I am paying..my current invoices. Previous invoices - no!!!! I want answers!!!!!!Review from Michael S
1 star12/01/2022
I was originally a long term customer of********** In recent years,**********in Winnipeg sold their residential business to API Alarms.
I called API on August 26 2021 and again to confirm info on September 21 (to cancel my service as I was moving to a new provider in October 2021. The employee at API indicated that I had to email them with this request. I had previously being invoiced for September through November 2021 (three months). I provided email on October 25, 2021 to cancel my service. Given one month remaining on my billing I was expecting a one month refund to my payment card.
NO refund was provided.
I contacted API by phone on Nov 8 to inquire about the status. I was only told when they responded by email on Dec 16 (not before) that there was a 30 day cancellation policy in place and that no refund was to be provided. I was also informed that this was stated in my contract with**********that was forwarded to them when they purchased the residential portion of the company.
I indicated as a long term customer of**********that I had no active contract in place. API indicated that a signed contract would have been forwarded to them from**********when the residential services was purchased by API. They indicated that a copy of this contract would be emailed to me. This was still unresolved in Dec 2021.
No contract was provided. In Dec 2021 and through to now I have had repeated requests for a resolution through email and to provide my contract including this current week. On each occasion all they did was indicate there was no refund and that it was in my contract, (of which they still have not been able to provide proof of, even though they say they have on file).
If a company is going to fall back on a contract to provide reasoning then they have to be prepared to provide supporting documentation, or else provide a 1/3 refund of the 3 month prepayment.
The continued correspondence from API which ignores all previous correspondence and requests is terrible. I have requested a copy of my signed contract on multiple occasions and this has not been ignored (Note I am confident I did not have an active contract with**********so this is probably why they cannot provide it....).
I was a long term customer with**********for 20 years and had exceptional service. *************************************************************** *************************************************************** *****************************
I expect a refund of 1/3 of my paid service which covers the month after i switched providers and provided request of cancellation.Review from Cheryl G
1 star08/01/2022
I cannot get through to pay and when I do no one can help me be set up on their online portal, they don't know how is what I am told. When I did pay by credit card I was asked if I would like to keep it on file I said no. Well low and behold it was processed the next billing cycle without my permission. *************************************************** It was William I spoke to and since have left several messages with no return call. Also called and left messages with Tanya (supposedly his supervisor) and no return call either. I have also emailed. *************************************************************** ***************Review from Ken R
1 star30/12/2021
I also became a customer when API purchased the former alarm company where I had initially signed my contract. The equipment in my home was quite old when I purchased the house and I had the intention of updating it, but never got around to it. It came to the point that I never set the system, but continued to pay monthly, intending to update when COVID was over. At the end of May, the credit card on which the fee was being charged, expired. At that point I called API to indicate that I was cancelling. The gentleman told me that was fine, and when COVID had subsided, they would contact me about getting new equipment and a new contract. I continued to receive emails monthly telling me that they didn't receive payment because of the expired credit card. I ignored these because I know that I had contacted them to cancel. After I received a second one, I called, but was left on hold for 45 minutes. I called again and was asked to leave a call back number. I did, but I never received a call. I continued to receive the monthly email saying my credit card expired and my bill was due. This month I received a notice from a collection agency stating they have taken over the account, and they added another $1000 to the bill. I called API today and after 20 minutes on hold, spoke to someone and explained the situation. Several times he interrupted me and talked over me to tell me that it was in the collection agency's hands now and has nothing to do with API. I tried to ask him several times why it wasn't cancelled when I called earlier, and he just kept repeating that I hadn't read my contract. When I asked him how I was to cancel, he couldn't tell me. He just kept talking over me and told me to call the collection agency. When I asked him again why it hadn't been cancelled when I called earlier, he hung up on me Terrible service,. If I could give less than 1 star I would. I caution anyone who might be considering doing business with this company.
A.P.I. Alarm Inc. Response
17/01/2022
Can you please have the customer supply the original cancel email, we do not process cancels over the phone and the customer would have been advised to send the request via email.
The customer would have also received monthly reminders for over 6months to pay his invoices at which time he would have called and mentioned his account was cancelled at which time we would have investigated; this has not happened which would be the cause of the account being placed into collections.
Review from Jacob W
1 star21/10/2021
API took over from ******** in Winnipeg. On the July long weekend I received a call from a neighbour that my alarm was going off (I was out of town) Although it turned out to be an unrelated alarm I could not get a hold of anyone by phone at API to confirm my alarm was not going off.
I decided to cancel my service at the end of my next quarterly payment. Spoke to someone on the phone who said it would need to be done by email. Sent email. Someone called me from API "retainment" and said they would put together a new package/quote for me. They didn't call back with an offer until my service was supposed to end. I had already sourced and installed a new alarm. API didn't even notice their alarm had been removed.
API then took my next payment out on my credit card despite me cancelling service almost a month in advance. and telling them they didn't have permission to put it on the card.
Since API has taken my money I have not been able to get a hold of anyone on the phone. The billing department goes to voicemail and they do not return calls, accounts manager goes to voicemail and she does not return calls. Most of the time reception rings and rings without anyone answering.
Finally got a hold of someone in Winnipeg (by not calling the 800 number) and she said that the cancellation had to be 30 days notice and that they would partially refund my credit card after they processed it. It has been over a month now since I sent in the cancellation in writing, for a contract I never had. (I had been with ******** for years)
Terrible service, complete lack of communication ********************* with the surprise 30 day notice required after I had talked with someone way back in the summer and they never said anything about it.
I should have cancelled the credit card, I just trusted they wouldn't take it out after several conversations about cancelling and not authorizing further payments.A.P.I. Alarm Inc. Response
25/10/2021
Please advise Jacob we will be refunding the October payment, the account should have been cancelled at the end of September, our apologies for the frustration this has caused
Customer Review Rating
1/5stars
Average of 6 Customer Reviews
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