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4.3 34 Reviews

CastleRock Security Complaints Summary

28 Resolved
6 Unresolved
Our verdict: Expect excellent service from CastleRock Security. While their resolution rate is high, always verify their service terms. Read customer testimonials, both positive and negative, to gauge their service's reliability and responsiveness. Have all relevant information ready when dealing with their customer service for efficient problem-solving.
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CastleRock Security reviews & complaints 34

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CastleRock Security - refused to cancel my account

I was renting my house when I had a system installed. When they signed me up I told them that I was not sure how long I'd be at this house that I was thinking about buying my own house. I was told that even though I was signing a contract for three years I could cancel it because I was moving WRONG!!! When I tried I was told I had to pay until July 2010. I...

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CastleRock Security horrible service and cancelation policy

In May of 2007 we signed a security contract with Pinnacle Security which was later sold to Castle Rock Security. In January of this year there was an attempted break in on our home. Instead of an alarm notification comming from Castle Rock, it came from the police! Neither my husband or I was ever contacted by Castle Rock, even though both of our contact phone numbers are listed on the contract and havent changed since May of 2007. The police officer had to look through our personal papers to find a contact number in order to notify us a break in had occured.
That same day my husband and I decided to cancel our service with Castle Rock and were notified that we had signed a three year contract! The "nice, clean cut salesman from Utah" had lied to us, he had said our contract was month to month. There is NO way we would have signed a three year contract as this was a starter home for us and were planning on living there only for two or so years. (Also I have serious commitment issues with companies and contracts, which is why I own a prepaid cell phone.) However, we really should have paid more attention to the contract. Luckily our contract was up in May of 2009 so we decided to suck it up for a few more months.
When I looked at my contract in detail I noticed that it stated that we are required to send a written letter of cancelation thirty days prior to the end of the contract term or it would automatically be renewed for a year! What a scam; especially because we were never told that important detail over the phone when we asked about the cancelation procedure.
I faxed Castle Rock a cancelation letter asking for confirmation of cancelation in writing. Days later when I called to confirm they recieved the letter, I was informed they did but that we would still owe them money until September! I told them that our contract was signed in May, they agreed, but stated that their records showed that they didnt start charging us until September. I disagreed stating that we were charged from May on. They said that we needed to show them proof, to which I said that I didnt have the burden of proof because I have a contract signed in May. It turns out when Pinnacle sold our account to Castle Rock in September of 2007, Castle Rock didnt input the monies that had previously been paid to Pinnacle! Imagine if I had just taken their word for it that we owed them until September?
As of now everything is straightened out with Castle Rock but we'll see if at the end of May I recieve a bill stating we owe until September. I wouldnt be surprised. I see that break in as one of the best things that could of happened to us; although we had some property damage from an attempted thief, we were made aware of the thieves at Castle Rock Security.

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Rena Zimmick
Franklin, US
Feb 05, 2010 12:22 pm EST

Castle Rock's manipulative ways to want to keep consumers as hostages to their contracts are outrageous. My contract with them was originally finished on June 2009. I called 6/22/09 to confirm the fact that my contract was done. They indicated that because I did not submit my desire to cancel in writing in May 2009, my contract had been extended for one more year. I told them that I did not want CastleRock’s services any longer. They proceeded to put me on hold to discussed my issue with a supervisor. They came back to the line with a bargaining option of 6 more months. For the sake of being civil, I accepted. I clearly felt that CastleRock was holding me hostage. During our conversation, they never mentioned the need for further paperwork.

Since my contract was extend 6 more months; my contract ended on 12/09. I followed the indicated guidelines by submitting my request to cancel in writing. In fact, my first letter was submitted in October 2009, the second letter was submitted in November 2009.

I made a courtesy call on January 26, 2010 to let them know that I was still getting monthly bills. They told me that the contract is still active because I did not mail in an amendment, which they claimed to have mailed me. I never got the amendment nor did I received any specifications on mailing one back during my 6/22/09 phone conversation with CastleRock. I followed the guidelines that were given to me. I am not interested in continuing CastleRock alarm services. However, they are determine to get more money from me.

THE QUESTION IS, WHAT ARE WE (CONSUMERS) GOING TO DO ABOUT THEIR DECEPTIVE PRACTICES?

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CastleRock Security poor contract renewal terms

I purchased my home security system August 12, 2006 from a door-to-door APX alarm sales person. I, like many others, should have known better and should have trusted my instinct that this was a bad idea. The sales person was very pushy and required a signed agreement that day with installation the same day.

Before our contract was up (about 30 months into the 3 year contract) our phone system and the APX system quit communicating with each other and I effectively no longer had security for which I was paying. After several calls to the phone company and APX (now Castle Rock) each blamed the other for the problem. I told Castle Rock I wanted to terminate and they reminded me that I had signed a 3-year contract and that I couldn't terminate until then (if I did terminate I would still owe for the remainder of the term), so I told them I would be terminating at the end of the 3-year contract. Finally, after three long years we completed our contract obligations. I called Castle Rock a couple weeks after the 3-year contract is over 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. I wrote the letter immediately and sent it to them. They didn't accept. I have been battling with them ever since. It has become apparent to me that all they want is the money. They really don't care that my system doesn't work. They have already turned me over to Anderson Crenshaw collection agency.

I agree with another disgruntled Castle Rock "customer" who said "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? Like many other customers, my contract has changed hands 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 and SAI now goes by Castle Rock.

Luckily, I was in a paying position that I sent payments to them (Bill pay through my bank) rather than them taking money from my bank or credit card so I haven't paid them for the last four months of the automatically-renewed contract but they continue to send payment notices and collection warnings.

I have sent a report/complaint to the BBB regarding this situation.

What can I do to rid myself of these guys? Should I contact the state attorney general Tom Miller? Is this legal to have automatic renewal after 3 years with no recourse? Can they affect my credit score?
Randy Hartman
Cedar Rapids, IA

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Frustrated_in_NC
Garner, US
Mar 31, 2011 2:38 pm EDT

Cut and paste ALL of the above frustration here. We experieced the SAME thing. We bought from Pinnacle in 2007, (who provided CRAP equipment) for three (3) year term who sold to SAI (who is now CastleRock). After just 30 days it stopped working and I was told I had to pay $25 for a technician to come fix it - and regardless of whether it worked or not I would still get charged the monthly fee. Over the intial three (3) years I had to call tech support constantly about the stupid system because it NEVER worked properly. They replaced parts, motion sensors, batteries etc and NOTHING ever "fixed" the system for more than a couple of days. Thus, when I went to cancel in 2010 I was told it had automatically renewed for another year because I didn't provide the 30 days advance writte notice. I will NOT miss it this year -- I'm sending notice to CastleRock, SAI and Pinnacle. They are HISTORY! :)

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EyeBinHad
Bothell, US
Dec 03, 2010 2:16 am EST

Absolutely the same situation here. I initially signed up for a three year a contract with SAI in May 2007 after having door-to-door installers set my house up. What I wasn't told at the time was that the system was not compatible with my fiber optic Voice-Over-IP telephone service provider. The net result was that communication between the system and the monitoring company (SAI) frequently didn't work. The much touted two-way intercom system didn't work at all. After three years, I had another system installed with another monitoring service and attempted to cancel with SAI at that time. I fell victim to the prior 30 day notice requirement and am now stuck paying these unscrupulous [censor] for another year. Seething at being taken, I finally started doing my research on the internet. What I have found is not only intriguing, but perhaps even more sinister. I have seen several references to the chain of acquisitions of one security company by another. It seems that a company by the name of Pinnacle was bought out by SAI in 2007. Later, SAI became Castlerock. Still later, Castlerock became affiliated with a company called Pinnacle. A perfect cycle of deceit. The bit that really makes this interesting and me very gullible is that I replaced my SAI installed system with a system installed by door-to-door installers. The new monitoring service? You guess it. Pinnacle. So I have a contract that was automatically renewed for a year for a system I no longer have. At the same time I have a new system. I am paying on two service contracts for the same residence at the same time, apparently serviced by the same provider. If this isn't fraud, I don't know what is. This is the security monitoring service equivalent of a Ponzi scheme. Bernie Madhoff would be proud.

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MisterEC
Manteca, US
Nov 21, 2010 1:37 am EST

I sent them a letter with return receipt requested from the USPS. I have called, and took note of when, that they said the letter was on file there. I will have some legal recourse, and small claims court is an option. As well as the terrible terms of service, product they install is inferior. I have another failure and not sure if I want them to fix it, or not. My goal now is just to let as many people as possible know what a horrible company this is. With Blog power, they word can get out.

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misreable customer
, US
Nov 20, 2010 12:56 am EST

In June 2007 I signed a contract with Pinnacle (Castle Rock now). I called in January to ask for cancellation of service. My system went off twice no one called from castle rock and no authorities came. I stopped using it within 6 months. I was reminded that I signed a 3 year contract that would end in June 2010. Customer service said to send a letter in stating that I want a cancellation 30 days prior to that day. I did. Called back in July after seeing my bill they said they never received it so I faxed them the cancellation letter. Now I am responsible for payments until the rest of the year because the annual renewal is already in effect. There is no grace period for the annual contract. I have called numerous times trying to cancel this contract. Spoke to several employees. Going up the chain of command but getting nowhere. I wish I had looked them up with the BBB before signing the contract. They truly deserve an F rating for their customer service.

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MisterEC
Manteca, US
Oct 10, 2010 1:14 pm EDT

Castlerock is one of the worst companies, EVER! Poor service, poor equipment, and hard handed tactics to keep you locked into a contract. DO NOT engage in any kind of business arrangment with this company, you will regret it ALL.

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DQB
Bedfor, US
Oct 08, 2010 10:54 am EDT

I'm having the same problem- My old contract was sold to Castle Rock in 2009 and I was told I didn't need to do anything. I tries to switch alarm companies earlier this year and no longer even have the Castle Rock original equipment in my house. Called to cancel and they acknowledged receipt but said they need to wait until May to cancel because that's when I "renewed" which I never did. This is ridiculous.

DQ

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D. Sanders
, US
Sep 25, 2010 2:41 pm EDT

I am furious that I too fell for the BS. My contract expired 6/2/10, I miss the call by 1 day and was told the same thing. I had called them previously to report that the system was causing problems with my home phone. The person I talk to said that since I had missed the cutoff that if I paid $25 I could get a better box. So, like an idiot I said okay and they took the money in August and I have not heard or seen anyone yet. First they said it was my phone company that had to correct the problem but I had them check out my lines and there was no problem. Now I am stuck with this sorry and worthless company and a messed up phone line until 6/2/11. I have set computer and everything else to remind me to start working on this crap in May.

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NotHappyatCastleRock
, US
Sep 16, 2010 3:20 pm EDT

I'm going through the EXACT same thing. I sent my cancellation letter 10 days late, and they auto-renued me. Fortunately, I canceled the credit card used and they haven't been able to charge me. I've been ignoring their calls for 3 months now and it seems they have sent me to a collection service, but I won't talk to those people either. I'll see these [censor]s in hell before I pay a dime.

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MisterEC
Manteca, US
Sep 04, 2010 7:04 am EDT

I agree with all complaints. I had the same exact experience. Also the equipment provided is not high quality. The phone service people are rude, and the technicians are too.

CASTLEROCK, never again!

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timmy78
hg, US
Aug 26, 2010 8:54 pm EDT

I agree with all of your comments but listen to my story. sometime in early 2009 my contract was sold to castlerock. i thought it was nothing my parents and sisters contact was sold at the same time but to adt and what was brinks at that time. let me add they had no problem canceling their cantracts after three years. my monthly fee was being charged to my credit card which expired 5-2010. my contract expired 6-2010. they finally call me today 8/26/2010 to tell me they need to get my updated card info which i wish now i would asked about the contract expiration date because the [censor]ers would not have got my card info. they told me the same they told you guys about it being automatically renewed but could not explain why they didnt call back when the card expired. the first fn i spoke to probaby just got off the boat so i said i need to speak to a supervisor. he put the request in and the call was ended. i call back 5 hours later only to find out that a supervisor will call back 24 to 48 hours after the request. in this conversation i find out that only 5 state require that they get a hold of you before auto renewals and ohio isnt one of them. i also find out that my service hasn't worked since it was switched. i dont live in that house but it is where i keep my toys at. apx who i have at the new house calls every month to do a system check. well after talking to this [censored] i called apx to inquire about what my contract said and they told me that yes it does state that and salesmen allways for get to point that out so they do a courtesy call a month before to see let people know about the cancelation date coming up. with apx its there company policy. in this same phone call i found out that accounts are chose at random to be sold by the excutive JOSH HOUSER which you can send letters to 4931 north 300 west provo, utah 84604 in case any one wants to write him. so i asked does random mean last name because as i said my parents and sisters were done then to. oddly enough he tried to get an answer for every question i asked and in the end he gave me JOSH HOUSERS address and said he does take letters through the mail. no phone calls or emails just letters. i will update once i speak to the supervisor

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CastleRock Security customer service/contractual

signed contract for Alarm on 6/21/2006 with Apex. There was a condition in the contract that if I move, a new alarm would be installed at new location for no charge. I moved residence 7/21/2008. I then contacted SAI (prev Apex) to have alarm installed at new home in 8/2008. While speaking with Customer Service, I also updated my account/profile with new home address and phone number and was advised that I would be contacted when a Technician would be in my area to install. Contacted SAI again approx mid Sept 2009 was advised SAI finding tech to install. I was advised my account was frozen until new alarm put in place. Months passed, I never heard anything, no calls were returned, and eventually gave up. Then in 6/2009 I received notice the account went to Anderson & Crenshaw Collections. Called SAI to find out SAI bought out by CastleRock. When I was speaking with a Customer Service Rep, She read notes from my account to me that revealed the Company was calling the wrong phone number (MY OLD DISCONNECTED ONE) and sending correspondence to the wrong address(WHERE I NO LONGER LIVED). After working with the Move Group Supervisor Sylvia, I finally had the alarm installed into my new home, 1 year late in 8/2009. It took more than 1 attempt to have the alarm installed (there was equipment missing, not entered into the work ticket created by CastleRock) Eventually my account was put back in a good status. I updated banking info (for auto payment) with customer service via phone. I also had to re-update my banking information via my online account/profile because I found my previous attempt, via phone, was not completed. Now months later, my account has been closed out by CastleRock for non-payment, they refuse to speak with me and the account was sent back to the collection company, Anderson & Crenshaw. 3 days before Christmas this associate was expecting me to settle payment for over 500.00 or threaten me with civil action.
After setting up payment option with this collection company, I then filed complaint with BBB of Chicago against CastleRock. And found their complaints went up to 198 and their grade is an F. Now I have a useless system in my house.

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:45 pm EDT
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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"

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CastleRock Security unauthorized renewal of contracts.

I was registered with SAI alarm Funding for the home security for a three year contract. My contract got over in June 2009. In the meanwhile the SAI has transfered its business to CastleRock Security Inc. Without my knowledge or any explicit permission/ Authorization from me the Castle Rock Renewed my contract for another year with out informing me or asking for a consent This is violation of my rights. Now they are not ready to cancel this contract and trying to charge me for remainder ogf the year. I wish the company law board and cosumer agencies should address such forced renewal of contracts on one sided terms. this is nothing but exploitation of the consumers.

Parimal Sheth

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leroy stanton
milford mill, US
Sep 03, 2010 12:26 pm EDT

I was registered with SAI alarm Funding for the home security for a three year contract. In the meanwhile the SAI has transfered its business to CastleRock Security Inc. Without my knowledge or any explicit permission/ Authorization from me the Castle Rock Renewed my contract for another year with out informing me or asking for a consent This is violation of my rights. Now they are not ready to cancel this contract and are charging me for remainder of the year. I wish the company law board and cosumer agencies should address such forced renewal of contracts on one sided terms. this is nothing but exploitation of the consumers.

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Hudson46
Chicago, US
Oct 21, 2011 8:06 pm EDT

My mother who is a senior citizen has been taken by these people first SAI and now Castle Rock Security. She would like to cancel her service with them and has been told that she was auto renewed until May 2012. She doesn't have any record of receiving anything from them notifying her and please believe she does keep good records. The system doesn't work like it should, the sensors haven't been lite in more than 6months and I believe that her phone line has been high jacked. I have just started to oversee her business and would like to know how I can get her out of this madness and secure her a system that works? Please help!

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Trent Lagoria
Chicago, US
Oct 16, 2010 5:39 pm EDT
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PS

Start complaining on CASTLEROCKSECURITY.INFO and use the words castlerock security complaint(s) several times in your posts, the site is due to be crawled by the end of this month and will soon rank right next to the official castlerocksecurity.com

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:43 pm EDT
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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"

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Another Castlerock contract customer
Fernley, US
May 20, 2010 1:19 am EDT

I am in the same boat, however I called and was giving instructions to simply fax my cancellation notice BEFORE I make my next payment. (which I did) That phone call was on 4-26. The rep at castle rock at no time stated my contract would auto renew in a four days. I faxed the request of cancellation and they received it on the third. Two days too late apparently. Funny how they can not provide me with a copy of a signed auto renew contract. Any lawyers out there, please help us...

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Disgruntled_II
San Antonio, US
May 05, 2010 9:09 pm EDT
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We need to class action these guys, any lawyers interested?:

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castlerocksecurityrobsu
Kansas City, US
May 03, 2010 10:13 am EDT

I have had the same experience. I moved out of my home, and they told me to fax them a cancellation request by May 1 - which was a Saturday. I assumed they were close. That was my fault, but I called first thing Monday, and they would not cancel the contract which is not due to renew until June 1.

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CastleRock Security unfair billing, shoddy equipement, unfair billing

In approximately July of 2009 the alarm system monitored by Castle Rock Security, in broke. It went off in the middle of the night waking up my tenant and her small children. The tenant called me panic-stricken to notify me of the emergency and I tried to walk her through how to deactivate the alarm. The alarm would not deactivate. The security company called me later to notify my of the alarm. They offered no solutions on how to deactivate the system. I asked them to have a technician immediately call the tenants to walk them through deactivating the system. The technician hadn't called after 45 minutes of the alarm continuing to scream throughout the house so I drove across town and tried to fix the system myself. It would not stop after entering the master code several times. I then simply unplugged the speakers to silence the alarm. The technician final called the tenants over an hour after the system broke and I had returned home.

I was very angry at the lack of customer service from Castle Rock Security, inc and their faulty equipment. They did not do what they said they would do and call the tenants to help them through this traumatic experience in a timely manner. I had to drive across town in a panic to silence the broken alarm system.

When I talked to the customer service representative she came up with two solutions. Either pay $100 for them to come out and fix their system or sign a 3 year contact and they would replace the entire system with a better one. I felt that in light of their poor service, shoddy equipment and my complete lack of trust in their abilities to protect my family that neither option was equitable or reasonable. They did not provide the service agreed to in the contract and did not follow through when I needed them the most. I requested that they canceled my account. The customer service representative agreed that my situation was a terrible mistake on their part and said in lieu of cancelling the account she would instead put the account on hold indefinitely or until the contract was up.
In October, Castle Rock Security, inc removed my account from hold status. They had not provided monitoring services for the previous 4 months but they're trying to charge me anyways for the time of no service. They did not contact me to let me know of the changes. I never received a phone call stating their position and no solutions were offered. I was notified by their collection department about the issue.

They are an incompetent and unethical corporation and should not be allowed to conduct business in the state of Washington. They provide poor service for an unreasonable price and offer unfair and predatory solutions when problems arise. Who in their right mind would consider signing a 36 month contract with a company that just proved their inept customer service and their lack of compassion for a client in need. Their alarm broke in the middle of the night waking up a mother, 9 months pregnant, her children and her sick father. They neglected to have a technician contact them after saying they would for over an hour while the alarm was continuing to scream. I had to drive to the other side of the city to deactivate the system by simply removing the speaker (an intruder could easily do the same).

I am so underwhelmed by their services and have zero confidence in their ability to provide competent monitoring services over my property that I refuse to ever do business with Castle Rock Security, inc and I refuse to pay them for past, present and future services. I would like them to cancel my contract once and for all and never contact me again.

I've contacted the BBB and Washington State Attorney General's office. They have recieved a reply from Castlerock stating that they will not change their position and I must pay them. Next step, Lawyers. I would rather spend a Thousands for an attorney, or even file bankruptcy than pay this despicable corporation another dime!

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:43 pm EDT
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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"

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CastleRock Security refuse to cancel

I submitted in writing my wish to cancel my account with Castlerock security on 8/15/2009. My contract was with APEX whom then sold it to Castlerock. I have completed my contract commitment with APEX, and Castlerock insists that they still have my contract and are continuing to charge me. They refuse to allow me to cancel my account unless I pay for the rest of the 'term' What term? I ask... they said that they auto renew my contract and that since I did not contact them prior to that date, I must pay for the rest of the "term" They want me to pay them $500+ to do nothing and they never notified me of a term or term date. This is outrageous!

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:43 pm EDT
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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"

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CastleRock Security automatic renewal - will not cancel

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.

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Portland, OR
Portland, US
May 19, 2010 2:11 am EDT

I am in the exact same position. I called today to cancel service and found out that Castlerock Security has taken over as the monitoring company. They said my contract had to automatically renewed, and was obligated to pay for another year even though I told them that I was in the Military and moving to an apartment upon reporting to my new duty station. I advised them about the SCRA with no avail.

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Disgruntled_II
San Antonio, US
May 05, 2010 9:15 pm EDT
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We need to class action these guys, any lawyers interested?:

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CastleRock Security unfair contract renewal process

Flat out deplorable!

1. Deceptive agreement! I fell behind on payments and couldn't afford the service anymore. I called to cancel my service and was told I couldn't cancel until I paid my contract in full which was in 3 months. So, I egotiated a payment to catch me up then 3 final payments to complete my contract. The rep told me specifically that my contract will end in july. However, in july it automatically renewed! The arrangements I made on the phone were deceiptive. They collected my money and told me that my contract will end in july. But of course, she did not tell me that I was still required to write a letter 30 days in advance to cancel my service. Therefore, I am now committed to another year of service/payments.

2. Inflexible tech support! In addition, my alarm system has been inoperable for over a year due to battery problems. They said I needed to upgrade and it would fix the problem. They sent me the upgrade unit and told me to call tech support for help installing it. After talking to them on the phone, we realized that due to the battery problem, my unit was not even on... No power, no error codes, etc. Turns out I needed a tech. Well, they don't have techs that can service my unit on the weekend. It can only be done during the week! That's funny, because as I recall, after I signed my contract, they had a tech in my house within 20 minutes to installing my system on a saturday! So, in other words, techs are installing systems for the sales team on saturdays when people are home. The are unavailable to service the needs of existing customers!

3. Additional expense! For whatever reason, we were required to upgrade our system at our expense ($99). What the? You require this upgrade at my expense?

4. Deplorable customer service! Not only did there customer service reps only speak ebonix, they told me to install my upgrade and call their tech support if I needed help. On top of my 1 year of inoperability, the false commitment made by their billing rep, and inconvenience of having to upgrade my system at my own expense, they showed no empathy for the problems I had and for my desire to cancel my contract. They not only did not care about these legitimate issues, they found every way they could to blame all of these problems on me! How is that for customer service? The best solution they offered me was to sign a new contract for only 6 months? The nerve of these people!

I told them to delete my payment information and stop billing me automatically and to send me a bill which I will pay in disney princess coins for your rediculous service! Simply deplorable!

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Ari Schwartz
, US
Dec 28, 2009 8:36 am EST

its a criminal enterprise. If anybody knows a lawyer willing to take them on with a class action lawsuit, please contact me via e-mail arischwartz37@gmail.com

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CastleRock Security contract renewal

I purchased my home security system August 11, 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 installation that day.

Finally, after three long years we completed our contract obligations. I call on August 22, 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. My contracts roll over into a month by month with a 30-90 day termination notice, not 1 year!

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?

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sandrakc
Omaha, US
Nov 13, 2009 5:17 pm EST

I had a door to door salesperson come to my house and got the security equipment free. During that visit there was a 36 month contract. He advised me after that contract is done I could cancel. Which I did giving 30 day notice. They now say I have to pay 1 yr of charges because I didn't cancel due to their auto renewal policy which my contract doesn't state. I asked to speak with a supervisor and was told there was not one . The rep then called me back. I called back asking for a supervisor and was eventually transferred. She didn't help at all. I am now getting bills/harrassing calls. I refuse to pay for something that is unethical. I am writing complaints to the BBB, attorney general. This company is shady.

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Raynold Richmond
Marysville, US
Jun 15, 2010 2:42 pm EDT

Contacted Castlerock early March regarding end of contract. Was advised must complete contract term exp June 7th 2010. Contacted again on May 10 and was advised to send written request to close account. This was done same day (email) whereby I requested them to confirm cancellation. Never received a reply. Noticed I was charged again in June. Again contacted them to be told contract has been automatically extended for a further year to June 2011. Cancellation notice had to be received 30 days prior to end of original contract. This I was never advised of. They are now claiming that I am legally in a contract bind.

Unbelievable!

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rcno1234
Edwardsville, US
Aug 18, 2010 6:08 pm EDT
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Everyone, please contact the Attorney General of Illinois, the BBB of Chicago and Northern Illinois, and the Attorney General of your state. Cancel your contracts. You can dispute the validity of claims made against your credit.

Don't forget about taking these people to small claims court, since they've done business in your state, you can take them to small claims court in your own county.

Also, see if your employer has an Employee Benefit Plan (EAP) that offers discounted legal services.

It may take time and a lot of effort, but let's not be victims of unethical business practice or consumer fraud!

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joseph scott higbie
Virginia Beach, US
Dec 17, 2010 8:26 pm EST
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Castlerock security does not tell you that you cannot get out of their contracts, that they renew automatically, it is a rip off they steel from the
Public..It is in very fine print somewhere on their contracts, and i did not even get my alarm system from them it camr from apx...So apx is to blame also .
Do not use castlerock security, or apx, or sai security
I can not believe the businesses in the us are allowed to do this to the public...What a scam!
And writing to the bbb does not help..The company does not care ...

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Eric_Smith
Chicago, US
Oct 14, 2010 11:41 pm EDT
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THIS COMPANY CAN AND WILL BE STOPPED, VOICE YOUR COMPLAINTS AT CASTLEROCKSECURITY.INFO

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:47 pm EDT
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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"

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:44 pm EDT
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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"

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agoodcitizen
Chicago, US
Jun 23, 2010 9:49 pm EDT
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I have the exact same situation with Castle Rock. I absolutely hate this company. In every aspect, they have been trouble since day 1! Initially, it was through First Alert (GE) then sold and the billing is through an entirely different company called SAI! I faxed in my cancellation well in advance. They claim they never received it (bull). I overnight-ed my cancellation letter and it arrived 1/2 day late. So now they are saying I'm obligated through contract. Automatic contract renewals should be illegal. These guys are really bad news. Their service is terrible, technical staff is useless, and they never called me when my alarm accidentally tripped! STAY AWAY FROM CASTLE ROCK!

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threesweets
Las Vegas, US
Apr 22, 2010 6:09 pm EDT

Yes indeed... Castlerock is the one to be afraid of... I honestly feel like they have raped my checking account each and every month!

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I-Hate-CastleRock
Fontana, US
Aug 23, 2009 2:48 am EDT

The same thing happened to me. This company is very shady. This practice has got to be illegal. What can we do or complain to? Class Action Lawsuit?

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CastleRock Security contract renewal

I purchased a home security sytem from this company in June 2006. I called them in April to inquire about the expiration of this 3 yr. contract. I was told it would expire in June. Nothing was said about a 30 day written notice required to cancel the contract. Since I failed to do so the contract automatically was renewed for another year. I was told failure to pay another year of service would send my account to collections. I have contacted the BBB and the local media and the State's Attorney. I am now researching legal options. Any reputable, honest company would contact their customers in advance of the renewal date. This company needs to be exposed for total scam artists they are. These are deceptive business practices and should be illegal.

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lawking
Lanham, US
Aug 20, 2009 11:08 am EDT

Please keep us informed... I'm in the same situation. I'm paying for service in a house I no longer live in. Ive called Castle Rock/SAI/APEX and they will not let me out of the contract which just renewed because I didn't send in a cancellation letter. I called them 6 months before the renewal date to cancel because I was moving out of the house and they told me I had six months on my contract. So I paid those six months thinking I was done with them just to find out my contract was renewed for another year. I'm so pissed! We need to put our resouces together to presure on this company.

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CastleRock Security horrible customer service

18 months ago a door-to-door salesman misrepresented a free security system, as advertisement for neighborhood. We sold home due to illness, and when we tried to cancel contract told no. Chicago Attorney Gen. said to negotiate. Castlerock would not negotiate. We paid 3 year contract in full and requested letter of payment and cancellation of contract. We have been waiting over two months for letter. I have emailed and called over 5 times to obtain letter. Ms. Fivelson continues to accuse me of lying and has not sent me letter as she promised she would when I informed her I was making payment. (about $800) balance of contract.
I waited on hold for over an hour two weeks ago - what if I had a security emergency?
Stay away from this company - many complaints on internet.

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Cedar Hill
Cedar Hill, US
Aug 17, 2010 11:27 am EDT
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My Castle Rock contract, which was supposed to end on August 7, 1010, was extended one year without a written statement from Castle Rock that this would happen.

These people make Enron Corporation look like a Saint!

Tom Farrell
Cedar Hill, TX

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:44 pm EDT
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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"

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J.Haas
burlington, US
Jan 28, 2010 7:15 pm EST

We signed a contract with SAI (now CastleRock) and United security in 2007. We had a horrible expenreince with them getting our billing correct. After 6 months of telling SAI that they were not billing us United Security from PA stepped in and repurchased our contract back from SAI. United secuirty stated that they paid SAI for our contract then but now I am being sued by Castle rock for breach of contract. They are sueing us for the total amount of the contract. The funny thing is united security is taken there payments from my account monthly and not one payment has been missed. I have been to the office of united Secuirty many times and they keep telling me not to worry about it and they will write a letter to the lawyer and have it settled but as of today it is still on my credit. Is there anyone esle out there that knows anything albout these companies that can help me? Thank you

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L rod
Norwalk, US
Sep 16, 2009 5:59 pm EDT

CastleRock Security is the worst company ever!Horrible customer service.

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CastleRock Security refusal to cancel

Attempted to cancel services on June 11, 2009. Castlerock refused unless I paid a year in advance. Said that contract automatically rolled over for a year on June 2, 2009. No grace period.

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want_out of the Castle
Elk Grove, US
Sep 14, 2010 11:46 pm EDT

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.

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Iklosse
, US
Jul 18, 2016 1:59 am EDT

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

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aanev
, US
Jul 19, 2011 3:43 pm EDT

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.

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Kasey M
Burien, US
Nov 12, 2010 11:14 pm EST

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.

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J Packer
Vancouver, US
Jul 30, 2011 5:16 pm EDT

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.

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Robert Stowe
North Las Vegas, US
Aug 31, 2010 4:31 pm EDT

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

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Chesapeake VA
Steamboat Springs, US
Sep 05, 2009 9:44 pm EDT

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.

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Charles Gills
Tuscaloosa, US
Aug 27, 2009 11:34 pm EDT

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.

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Texashuff
Sugar Land, US
Dec 01, 2010 9:31 pm EST

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.

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MSDColorado
Aurora, US
Dec 04, 2011 5:28 pm EST
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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.

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CastleRock Security unable to cancel contract after term

Unable to cancel service after term. Called customer service number [protected] and after about a 10 minute hold, spoke to a representative and told him I wished to cancel my alarm monitoring. He took all my info, then said he needed to connect me to the cancellation department. After another longer hold (15-20 minutes) I spoke with someone that said my contract had automatically renewed for another full year because I failed to send in written notice of cancellation 30 days prior to the end of my 3 year agreement. This is even though I called a month prior and notified the rep that I wished to cancel over the phone and was not made aware that the cancellation needed to be written. This company is clearly running a scam by extending the contract another full year and by making their customers jump though all these hoops to cancel. Definitely avoid them at all costs! For those in the same boat here is the cancellation address:

2101 South Arlington Heights Rd Ste 150
Arlington Heights, IL. 60005

They say they need name, address and account number to cancel.
Good Luck!
-Ryan

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Trent Lagoria
Chicago, US
Aug 05, 2010 3:48 pm EDT
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CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site for searches of "CastleRock Security"

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heymoose
Sun City, US
Jul 17, 2009 1:21 pm EDT

So have had the say situation but worse! last year SAI transitioned over to the CDMA wirless communicator and mine need to be switched out well it was shipped to my house and defective out of the box. i called in with the technician there and they stated they would send out another...mean while i had no Security in my home. unit never gets shipped out made serval attempts to get one sent finally it gets sent DOA AGAIN!

but this time the "technicians" where some half ### home theathre installers!
at around this time i spoke to gulliver witch was very helpful and he stated to me that i had been given credit and that i would not have to pay. i asked gulliver if he see this alot and he said im not alone. then i asked to speak to his supervisor and he put me on hold for 25 mins! she refused to get on the phone her name was vickie. i thien told gulliver i felt bad for him and that he did a great job. i then told guliver that i needed a call back from vickie before i reinstated my payment which was due in may... i received no phone call.

in june i get a call from a collections company [protected] and they are trying to collect i was so pissed off that they would send me to collections when all i wanted to do is speak to the supervisor.

do we have a case for a class action lawsuit?

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tttdayjr
Dallas, US
Jun 18, 2009 4:05 pm EDT

I work for a security company who used to contract with SAI. The company has actually gone out of business and their accounts transferred to various monitoring companies to help cover their debts.
The renewal clause that has been mentioned is unenforceable in many states. It is referred to as an "evergreen" clause. I have helped many clients terminate these illegal contracts.
I would not waste time on the phone with any company that tries to play hardball with this clause. Once a company threatens to take a litigious stance I take that following two steps.
1. Have the customer send a formal cancellation letter containing language similar to "I John Doe hereby cancel my service with company XYZ as of current date. Any future attempt to collect payments will be considered harassment."

If they continue to attempt to collect money (90% won't) I have them contact their state Attorney Generals office to file a complaint. Once this step has been taken, I have never had a customer who was forced to pay additional fees or receive negative reporting on their credit

Hope this helps anyone stuck dealing with the remnants of SAI

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Lori
Denton, US
Jun 17, 2009 10:29 pm EDT

I have experienced similar frustration. I thought I cancelled the contract before we moved overseas, and just found out, 1 year later, they are trying to collect the full contract amount, plus losses they feel they have incurred due to my "non-payment!" They are using a very aggressive lawfirm that has been extremely frustrating. I was hoping to "settle, " and pay a portion of the amount they are trying to collect and I was told they are not going to budge on the amount and that they are going to file a civil suit against me, begin reporting to the credit bureau, and start charging me interest on the amount (more than $1, 000)!

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Nancy D
Omaha, US
Jun 09, 2009 3:32 pm EDT
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I have experienced the exact same thing today. I contacted the company on the phone a couple months ago to cancel (3 yr contract.) They told me I needed to send a letter giving 30 days notice. They failed to mention that if it was not 30 days prior to the end on the contract that they would automatically renew for an entire year! Today is June 9th, my contract is up on June 17th.
I have just written a letter after go arounds on the phone. Hopefully the company will do the right thing and cancel the contract. I have not even used the service for at least a year and I have been paying for it all along.
This is a very frustrating experience. I would expect a reputable company to send a letter telling you what your options are at the end of the contract. They did offer me a reduced rate of $5 a month ...if I agreed to a 18 month contract! What a joke.

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