When contacted to cancel we were never told to provide in writing, this is something my dad set up before he passed away, when contacted they never even asked for any proof. And get this they will not reimburse charges even though they didn't provide service; we didn't even have a contract in our names and their equipment isn't even connected. We actually have service with another company! Watch your bank accounts or better yet..don't give it to them! Spread the word and keep friends and family informed...this company is a ripoff.
I signed for a two year contract and was told by the salesman that after two years I was free to cancel...
Their cancellation policy is not explained fully when the contract is signed...whenyou do try to cancel they try to bill you for an entire year if you don't give them a 30 day written notice . They are taking advantage of the elderly and did so with my mother (88 years old). My mother sent in a 30 day notice but it arrived on 5/16, 15 days past their due date. When I tried to explain she was in the hospital at the time they really didn't care. When I tried to find a reasonable settlement they were not willling to budge and told me they would send her overdue account to a collection agency. I'm sending this to the Illinos Attorney General's office to see what can be done...because it's horrible!
I purchased my home security system May 6th 2006 from APX alarm. I should have know right of the bat this was a bad idea. The sales people were very pushy and required a signed agreement that day with insulation that day. We were in need of a security system due to a new swimming pool we just had installed so we went against our better judgment and signed the three year contract. Finally, after three long years we completed our contract obligations. I call on May 26th 2009 to cancel my subscription. To my surprise I was told I've already been enrolled in an additional 1 year contract since I didn't send a written letter 30 days prior to my original contract termination date. How in the world was I supposed to remember three years later to send a written letter to terminate my contract 30 days prior! Who does business like this? I know who, CRIMINALS!!! My contract has changed hands or names with companies three times in the three year commitment I signed up for. My original contract was with APX alarms, who then sold my contract to SAI. I just found out that SAI now goes by Castle Rock. This is all signs of a company trying to avoid bad PR for terrible customer service practices. It appears the only way they can get customers is by strong arming them into renewal contracts. Why would anyone want to entrust the security of their family and home to a company with such poor business practices?? I'm willing to take any legal action to bring this company down and see to it no others are taken by their scam. I fully intend to send letters to all of the companies VP's and large media outlets to share my story. I know there are probably hundreds if not thousands of people who are dealing with the same situation. If we all stick together maybe we can win justice against them.
They tell you one thing on the phone and when you follow their instructions exactly they turn around and screw you! First of all I never signed a contract directly with them. They work with other low life security companies like APEX Security that sells you some 75 dollar piece of crap that can be bypassed by a two year old. Then this company dumps all the contracts down to Castle Rock without your knowing or permission! If everyone was given the chance to investigate this company they would see that they have a F rating by the BBB and they would never allow them to take over the contract. That's how these scammers operate! So beware and never sign a Home Security monitoring contract. It will most likely end up with some bottom of the barrel company like Castle Rock!
We entered into a 3 year contract with Castlerock security in the summer of 2007. I won't go into details because as you can see from this forum, Castlerock pulled the same cancellation (or lack thereof) issues with us. After appealing to the Atty General in our state, Castlerock finally agreed to grant us a month to month contract. This month to month contract was drawn up and signed in September, 2010. I made my monthly payments to Castlerock assuming that they were going to keep up their end of the contract. It's December, and after walking into my home (while alarm was still set), the alarm never went off. We contacted Castlerock on Dec. 4th to learn that they cut our services back in September, when we were supposedly entering into the month to month. Castlerock failed to hold up their end of the contract, kept my monthly payments, and cut our services without any notification. We are fortunate that we were not in need of security services during the months we were unknowingly left unguarded. I have demanded a refund for months of no service, but have been ignored. I'm taking this issue as far as I can go. PLEASE do not sign up for services with this company...you are only asking for trouble.
In 2005, shortly after buying our first house. My wife and I agreed to get an alarm from a door to door salesman with Pinnacle Security. We signed a 3 year contract, that's when the problems started. First, I gave a credit card to process automatic payments. The first month, no withdrawal payment. I get my first of several months of late payments. After calling, they "kindly" dropped the late charge. Next month, same exact thing. Repeat process for literally 4 months. None of which were my fault, they had my cc info on file but "mysteriously" they kept forgetting to process and trying to sneak late charges on my account. In 2007, we sold our home and tried to transfer the alarm to the new owner, who happened to be a friend of mine. Both her and I called Pinnacle to transfer contract to her. I was verbally released from the contract on the phone with a rep. I asked for a written statement releasing me from the contract. 5 phone calls later, no letter. The new owner gave cc info for her new alarm system payments. Again, no payment was processed from her for 5 months. I was unaware of her issues with Pinnacle. After being out of my old house for 8 months, I get a letter from the attorneys of Pinnacle threatening collections for the remainder of my contract, which had now been renewed after the supposed transfer to the new owner. Couple of issues here: somehow they put her under a new contract, not to carry out the original contract but a new contract which is NOT what we were both told. Second I was hunted down and threatened to be sent to collections for over $1200. At this point, I was now dealing with CastleRock Security. I was given no options at all after several more phone calls with Security. Wanting to keep my friend, who bought my house out of the frustration that I had been dealing with for nearly 3 years I reluctantly agreed to "transfer" my ORIGINAL contract to my new home. I was told repeatedly by CastleRock/Pinnacle that this was to carry out the several months I had on my contract and not a new contract. All of these conversations at this point were in the presence of my wife as to not be lost in translation or he said she said. The alarm installer came to my house and installed the alarm. On site, he had a contract in his hand. I refused to sign it but did initial and check the section that asks "do you understand you are agreeing to a new contract?" I checked NO and wrote in next to the box, this is a transfer my original contract and inserted the contract agreement number. I did not sign or initial the contract. I was on the phone with a representative and in the presence of my wife and installer. The phone rep said I am under contract for another 5 months at which point I could give 30 days notice and be released completely. 4 months later, I get on the phone to ensure that I was going to cancel my contract correctly. The phone rep says "you are not eligible to cancel until January 15, 2011." Outraged, I was looking at my contract disagreeing adamantly that my contract expires next month. Again with my wife present, the rep says she is looking at our contract that we signed extending it to 2011. I asked for a copy of what she was looking at, she emailed it to me right then. Not only was I looking at an entirely different contract than what was in my hand, it had been filled in post installation and my signature obviously forged. Any sane person could look and see that this was not my signature. I was told that in order to do anything I would have to contact my Sheriff and file a criminal complaint. I don't have a ton of money to go through a lawsuit or to pursue any type of legal issue. Once again, I had to swallow crow and had to drop the issue and keep their service. I am officially done January 15, 2010. I have sent 3 methods of cancellation since November 5th. Letter, email and fax. I have followed their instructions to a T and am waiting on confirmation of cancellation. They said they will email and mail a confirmation. This time, my lawyer is directly involved and very aware of this companies shady practices.
I wish this company nothing but the worst. My hope is they all lose their jobs and this will come back to bite every executive, phone rep/installer and door to door salesman in the ###. Shame on all of you!
Castle Rock Security/SAI Sued in 4 Fire Deaths
Numerous allegations of bad faith regarding automatically renewing contracts (and a refusal to notify or cancel them) have been noted here. That alone should be reason enough to think twice before using or staying with Castle Rock Security. Howerver it gets MUCH WORSE.
Castlerock Security of Arlington Heights, Illinois used to be called Security Associates International (SAI) until it was acquired by Castle Rock Security in 2008. http://www.hoovers.com/company/Security_Associates_International_Inc/hjycyi-1.html
In 2007, SAI (which in NOW CASTLE ROCK SECURITY), was accused of IMPROPERLY RESPONDING to a California FIRE ALARM. 2 firefighter and the 2 residents DIED!!! Here is the COMPLETE REPORT from the local fire department spelling out Castlerock's misconduct.
Here is a story about one of the firefighters widows who sued Castle Rock Security/ SAI
http://articles.sfgate.com/ 2008-08-21/bay-area/[protected]_ 1_fire-district-firefighter-s- death-fire-department
Additionally, SAI and Castle Rock Security have Better Business ratings of D- and F respectively.
http://www.bbb.org/chicago/ business-reviews/burglar- alarm-systems-dealers- monitoring-and-service/ security-associates- international-in-arlington- heights-il-[protected]
Please keep these unpleasant facts in when deciding if you want to use Castlerock and feel free to pass these important facts around.
Numerous allegations of bad faith regarding automatically renewing contracts (and a refusal to notify or cancel them) have been noted here. that alone should be reason enough to think twice before using or staying with castle rock. howerver it gets much worse.
Castlerock security of arlington heights, illinois used to be called security associates international (sai) until it was acquired by castlerock in 2008. http://www.hoovers.com/company/security_associates_international_inc/hjycyi-1.html
In 2007, sai (which in now castlerock), was accused of improperly responding to a california fire alarm. 2 firefighter and the 2 residents died!!! here is the complete report from the local fire department spelling out castlerock's misconduct. http://www.cccfpd.org/press/documents/michele%20lodd%20report%207.17.08.pdf
Here is a story about one of the firefighters widows who sued
Http://articles.sfgate.com/ 2008-08-21/bay-area/[protected]_ 1_fire-district-firefighter-s - death-fire-department
Additionally, sai and castlerock security have better business ratings of d - and f respectively.
Http://www.bbb.org/chicago/ business-reviews/burglar - alarm-systems-dealers - monitoring-and-service/ security-associates - international-in-arlington - heights-il-[protected]
Please keep these unpleasant facts in when deciding if you want to use castlerock and feel free to pass these important facts around.
Castlerock security/sai sued in 4 deaths!!! Castlerock security 2101 s arlington heights rd...
Numerous allegations of bad faith regarding automatically renewing contracts (and a refusal to notify or...
On 9/09/10 my wife called castle rock security to terminate our original 3 year contract with first line security which expired one month ago. we were told by castle rock that bought out first line security that we had to wait another year before we could cancel our contract with them.
We were never given a new contract by castle rock and never acknowledged or signed or intended to enter a new contract with them. they are being most persistent in binding us to another year contract of unwanted services.
We requested to speak to a corporate officer or even a supervisor to no avail, it is business's like this that are tearing apart the business fabric of america and causing undue injury to its customers.
Approximately one year prior (wife speaking) I contacted the company to determine when our contract would expire. I told the party on the phone that I would be terminating our business association at the end of the term date given to me was [protected]. I wrote down the date on the top of my file and this arrangement seemed fine, and the person on the phone didn't mention a thing about me giving a thirty day notice to quit.
In spite of this the company has been reluctant to let us go - and why not they have been dipping into our checking account and doing essencially nothing for us. the alarm didn't go off one time in all the years of service.
Bottom line we want to go with another company.
I just got done reading over some of the complaints, and feel sick to my stomach. I too, am in the same situation. my family has moved and first tried to get them to mail us papers so that we may request that they move our equipment over. they said they would email them. that was weeks ago, and we have contacted them since and same answer, yet no email or form in the mail. the house that the equipment is in, will be going into foreclosure. then after we havent had a response, we called today to see about cancelling and they said it would cost $1400!!! we never signed anything with castlerock, it was a different company, and was apparently sold to castlerock. I am all for a lawsuit as well! they are crooks!
It's sad to see that people have been reporting about this company for many years and that they remain...
The 1 year auto renew is ethically wrong. Have attempted to cancel account multiple times and don't seem to be getting any where.
To help you with contacting people, if we hit them with communications it might help. Here are the email addresses of known employees of Castlerock Security
John E Johnson is the one of the former owners of SAI Security
CastleRock Security, Inc.
2101 S. Arlington Heights Rd., Suite 150
Arlington Heights, IL 60005
Brian E Johnson
Former CO-Owner of SAI
Vice President, Treasurer
Technical Services Supervisor
Senior Vice President
Manager of Programming & Development
Process and Organizational Development Manager
Manager of Financial Systems
Legal - Contractor
Director of Customer Relations
Customer Experience Enhan (HANDLES BBB)
CastleRock Security Inc. automatically locked me into a new contract after my 3 year contract with them wa...
I've seen the complaints, and am mad at myself for not googling CastleRock earlier! I won't go on about my complaint - the same thing everyone has been experiencing. What I will do though, is share what I'm doing to cancel, and what luck or info I may find regarding getting out of the contract, or bothering CastleRock enough to get them to drop me as a customer. Unfortunately, right now, I'm stuck like all of you - but here's what I'm doing to ensure I'm out at the end of this crazy year extension!
1. My written cancellation request.
I looked into this a little, and I can cancel 12 months ahead of time. The 30 day time limit is a "minimum" time limit, nothing says I can't do it now, and the representative reluctantly agreed that I could do it now.
In your letter, be sure to include the following:
-Sentence stating you wish to to cancel by the end date of your contract
-Print your name
-Include your signature
-Date your request
-email your request (a scanned image I'm assuming) [protected]@castlerocksecurity.com
-or fax your request to [protected]
On a personal note, I plan to email (with delivery receipt and read receipt) and I plan to fax (and retain confirmation), and I plan to obtain a physical address to cend certified mail with return signature receipt.
I urge everyone to start the process now, not wait until 30 days prior, and at least through the appearance of a massive loss of future revenue, this company may finally get the point!
By the way CastleRock - if you're reading, my name is Greg Krause - guess what finger I'm holding up!
All - I'll continue to post any success I find.
I swear it has kept me up at night fuming at how they duped me. They clearly know what they are doing. I have...
I was first approached by ADT who installed my alarm system. Then another company took over the monitoring SDI I think and these people are out of business--at which point Castle Rock took over the system--My system has not been hooked up for a month because of landline problems that I cant afford to fix--Castle Rock has not tried to contact me about this problem as I was told they wouyld if they couldnt monitor..I have contacted them today and was told that my contract had been renewed for a year because I did not send a letter in on time June 7 was the date for cancellation and this was the first time I was told a specific time frame..Castle Rock stated that they would not cancel the renewal even though it was computer generated--In a time when money is not these people are not you friend--My recommendation-take them to state consumer affairs or attorney general of your state--and of course BBB and a lawery if all else fails.
This company is bad news all the way around. I signed up for a 3 year agreement with them in May of 2007. The young man who installed the system put it in wrong. He wired the system to an outlet on a switch. The whole system turned off when anyone flipped the switch. We decided too late that we did not want to keep it, and they never came to fix it. I have paid the account in full, and now have been automatically renewed... oweing them for another year of service that I do not want. BEWARE... these people will bleed your money from your checking account FOREVER if you sign up. I learned a HUGE lesson from this. NEVER NEVER NEVER buy anything from door to door solicitation!