CastleRock Security

CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site on search engine query's of "CastleRock Security"

WOW! We are not the only victims. Our original contract was with Pinacle then to our surprise SAI and now Castle Rock! We were not satified with their service at all. Who wants a home security company that will take over 15 minutes to call your home after your alarm sets off? We wanted to test our system so we purposely set off our alarm. We expect to receive a call from our home sercurity company within a reasonable amount of time - 15 minutes (what seems an internity) after setting off the system is not acceptable.

Because of that we called the company to cancel our service. Like everyone, we were told we could not cancel our service because we signed a 3 year contract. To get out of our contract we had to pay the remaining term of our contract, which was a little over 2 years.

Our contract ended June 22, 2010. We called a few weeks prior to cancel and was told it was too late because we did not submit a our request in writing. We faxed them our request (signed, "i" dotted and "t" crossed). A few days later Castle Rock called us back to inform us that they received our request and they would honor our request. But of course they continued to charge our credit card for their service we did not want. We called them back and was informed that our contract was automatically renewed. We told them that we provided our request in writing (faxed). They told my husband that the respresentative that called us back has given us the wrong information.

We contacted our credit card company and filed a dispute with Castle Rock. In our favor, our credit card company remove the charges. But of course we are now recieving bills and phone calls. Why would we want to pay for service we do not want or are just useless. Funny, we disconnect the phone from the control box...hmmm...shouldn't Castle Rock be concerned as to why they are not recieving any communication with their system and our phone line? Wow, I feel "Safe" with Castle Rock monitoring my security alarm...NOT! With all these complaints I am SURPRISE they are still in business.

We want to get out of this contract. Any advice would be greatly appreciated.

I too am another victim. I talked to a rep to cancel and was told I should have sent a written notice at least 30 days before July 10th, eleven (11) days ago ! He additionally told me I had 3 years to read my contract. He offered to lower my payment to $34.95 instead of $44.95 but I had to sign a new two year agreement. I told them I was contacting the Wash. State Attorney General and questioned him who does business like this? Crooks! I just wrote a letter informing them I want this contract cancelled July 10, 2011, as that follows the fine print of at least 30 days before end of renewal period. I will be contacting the Wa. State Attorney General of these predator

Sent information for services to be cancelled. They wrote back and said we were under a contract to only cancel at the time of renewing of the contract. They never explained this to us, nor did we ever received any information about this. Then they sent the letter to us where we signed the contract back in 2007 with another company, and it was highlighted under a section regarding the payments about the renewing of the contract. At the bottom of the letter where it states about cancelling the contract, it didn't say anything about this had to be done at the yearly renewal of the contract. This company is misleading people. Don't sign anything from them on the day they come out, you need to look their paperwork over closely. They will take money out of your bank account and will not stop.

We were recently disputing a false alarm claim with Castle Rock. After many times of being put on hold for half an hour, promised they would call us back and not doing so, the bill passed its due date. We expressed concern about late fees but were told we had an extension. They then used the direct transfer agreement we have for our monthly payment and took the $150 fine out of our account without our permission and without warning us, and before the matter was even settled (the only reason it wasn't settled being their complete failure to help us). If you use them, DON'T GIVE THEM ACCESS TO YOUR BANK ACCOUNT. They will take whatever they want without warning, and that's just scary.

I have paid out my contract in full with Castle Rock, called prior to completiong of payment to ensure the proper procedure for cancellation and did what I was told, sent a letter canceling services and payments in full had been made. I stopped receiving invoices and then the invoices for payments due started 10 months later. Castle Rock states that they never recieved my cancelation letter. I have told them my services have been cancled and they have not sent payments. They say that to now cancel my serive I owe them over $500. They are starting the process of sending us to collections.

I have had a contract for home security for over 3 years. I called to cancel my contract befor the 30 days of the start of a new year. They said that I would have to send a letter stating that I was canaceling my contract. I sent the letter via mail. I noticed that they deducted my payment from my account the next month, therfore I called back and they said that they did not recieve my letter. It was 3 days after the start of a new year, but they said to go ahead and fax a letter and they would get back to me. They never did get back to me and i noticed the next month another charge from my account. I called to make sure they recieved the letter and they stated they did, but they could not cancel due to me not following the terms. They said that they had everything logged of when and that I did call before and that I called again and that they did not recieve the first letter. I have done everything according to the terms, but can not get away from them. I would never do business with this company and hope no one else does either.

Rob

While my husband was in the Navy stationed in Norfolk VA, we were approached at home by a sales representative for SAI security. During his sales pitch I had asked him about a contract and indicated that we were planning on getting out of the Navy and moving back to California in a year. He stated that the we would still be able to cancel because we were military. My husband and I agree to have the system installed as he was set to deploy the next month to the Gulf on the Eisenhower for an 8 month deployment (Fall 06-Spring 07).

In the Fall of 07 we sold our home and moved back to California. I called several times to cancel the service to no avail. I was bounced around to rude customer service reps who did not want to help. When I finally was able to speak to a "supervisor" I was told there was nothing they could do. Feeling like this was a lesson I would have to learn I continued to pay the $44 service charge each month for an alarm service I was unable to use as we were living with family members in a home that was not ours. Every month we paid our service fee on time with our Credit Card even after I received a notice from SAI in mid December of 2008 (the notice was generated on December 12, 2008) that "the service provider for your alarm system's cellular communications service AMPS is no longer supporting this service in your area" and if we contacted them before 12/31/08 they would install a new digital GSM communicator at no charge. However living 3000 miles away and not owning the property, we were not able to do this.

I only received 2 mailings from SAI in these two years. The fore-mentioned and a post card that was warning customers to beware of people calling posing as SAI reps. Today I tried to call SAI on the number that was on the 12/12/08 notice to find that they were no longer SAI but Castle Rock Security. After I gave my account information to the Castle Rock rep it wasn't long before I felt like I had felt two years ago. I was told that because they had not received my written request to cancel 30 days before the automatic renewal of the service I would have to pay them for another year of service. I asked several times to speak with a supervisor but was denied until finally I was extremely rude. David, operator id 1191, finally said he would see if his supervisor was available. I was on hold for several minutes when he came back on the phone and stated that his supervisor was on the phone but would call me back. I asked for his supervisor's name. He indicated that it was Ricky. I asked for a last name but was told he could not give that information to me. Finally after heavy argument he gave me the first initial of Ricky's last name which he stated was "B". We then ended the call.

Knowing all too well from my last experience with "this company" I immediately called back and spoke with a rep named Lee. I asked for Ricky B and he put me on hold. I was on hold for 15 minutes before he got back on the phone and requested that I wait for a call back. As feeling like I had no other choice I begrudgingly accepted. It has been over four hours and I have not received a return call. After getting off the phone the second time, I "googled" "security won't cancel my service". I have to say I was not surprised that the first article in the web search was about this very company and their unscrupulous business practices. This poor excuse for a business is extorting consumers all over the country threatening collections. I NEVER received any documentation indicating that Castle Rock was my provider. This company SAI/Castle Rock has never offered anything other than lies, horrible customer service, and general unwillingness and indifference to provide their customers the service they are paying for.

After finding this web site I have filed a compliant with the BBB referencing this website. For information on filing a class action law suit please visit eHow.com "how to file a class action lawsuit"

I strongly advise if you are reading this to please post your complaint here and then file a complaint with the BBB. The more voices the louder the complaint. This " business" has taken advantage of all types of situations and that is UNACCEPTABLE.

I originally signed a 3 year contract with Apex Security for alarm monitoring of my home. Apex provided the wrong debit card number to my bank and the first 3 months were an absolute nightmare trying to find out why they were not getting paid. Soon after this was taken care of Apex sold to SAI. You guessed it, when they sold to SAI the incorrect debit card numbers were provided to them by APEX. YEP, another 3 month nightmare. I was later notified that the system I had was utilizing an analog system and all of the backup systems were changing to digital. I found out that the government had required this change and had been working on this during the time my system was sold to me. It certainly appears that the company who installed the system (APEX) new that this change was going to be required and was "dumping" analog systems and later sending out notices that customers "must" update to the digital syetem for a fee. I did not upgrade and was furious, because this was hust an additional problem that I was having to deal with over this alarm system. II informed SAI to cancel my contract when it was due for renewal. I have since found out that my contract was sold to another company, Castle Rock and you guessed it, Castle Rock eitehr was given the incorrect debit card numbers again, or the credit union would not honor another change. I am writing this at 10:17 PM and unable to find out for sure what the situation is.
I was contacted by Castle Rock tonight and got no where. I spoke with a supervisor (after talking with many other people who could not assist me to my satisfaction). I informed the supervisor of the above and explained the situation to him. Obviously he was of little or no help, as I am writing this complaint. He informed me that the contract renewed annually automaticaly, unless the company was informed in writing 30 days prior to the expiration date of the current contract. I offered to pay for the previous months which are in arrears for the same reason as with the previous 2 companies and that I wanted the contract cancelled. I was informed that I would be required to pay the remainder of the contract if I cancelled it. He went on to read the contract to me, in an insulting way. He then gave me 3 options. 1. to continue the contract and cancel it in writing 30 days prior to the next annual renewal, 2. To "cut the contract period in half" or 3. Cancel the contract now and pay the cancellation fees. I informed him that I had an option #4 which was to not pay anything at all.
I asked for the email address and was instructed to go to the web site and send an email to information@castlerocksecurity.com.
I did this and in the email instructed the company to cancel the contract and that I would pay for previous months due, but would not pay for something I had already requested be cancelled. I also wrote that if this was not acceptible I would not pay anything, and that any further communication from Castle Rock would be considered harassing communications and legal action would be taken for same.
As I sit and write this I have received an email back saying the email I sent could not be delivered to the address provided on the web site.
I AM AT MY WITS END AND WILL NEVER USE A FLY BY NIGHT ALARM SYSTEM AGAIN. I AM HAVING A LOCAL ALARM COMPANY INSTALL A SYSTEM AND MONITOR FOR ME.

I HOPE THAT ANYONE READING THIS UNDERSTANDS THE INPORTANCE OF USING A LOCAL COMPANY WHO IS REGISTERED WITH THE LOCAL BETTER BUSINESS NUREAU, SO COMPAINTS CAN BE REVIEWED LOCALLY.

I continue to have the same cancellation problems as listed below. Back in 2007 I sent a letter to cancel service and was told I had 2 years left on my contract. I instructed them to keep the letter to cancel upon completion of my contract (May 2010). I have been trying to get them to cancel ever since. They told me that it auto renewed and I am stuck until ay 2011. I am on the phone with them again as I type this getting yet more run around. DONT DO BUSINESS WITH THIS COMPANY.

I’m another case like so many others. The system died in May 2009 and they wanted $140 to replace the A/C adapter. I told them no way and left it dead. I cancelled the contract in writing April 2010 and included the final 3 months payment (the contract expired June 2010). They cashed the check but didn’t acknowledge the letter. They continued to bill me after the contract expired saying they never received a cancellation notice (they found the check that was in the letter though). I told them to get lost and filed a BBB complaint in Aug 2010. After going back and forth wih them Kathy Polanco of CRS filed the following statement with the BBB in Dec 2010:

The account will be removed from collections and the status changed to “paid in full.” No further obligation will be due from Mr. Donnelly.
Please contact us with any concerns regarding this account.
Respectfully,
Kathy Polanco

This was obviously just to get the BBB complaint closed since a few months later they put my account into collections with National Credit Solutions who then added a negative hit to my credit report. I’ve filed another complaint with the BBB and disputed the negative credit item with the credit bureaus. I think it’s about time a national class action suit was filed against these people since I believe the Cook County suit only covers Illinois.