Pinnacle Security / Unethical and Unlawful Practices
My first experience with Pinnacle Security seemed very good. They were pleasant, installed a security system, and sold the monitoring to ADT. Everything seemed fine, so two years later when they returned to upgrade my system since I was a good customer... I didn't realize the giant pain Pinnacle Security would become to me, and the hours, days, weeks, and months that they would cost me.
I realized I was paying two different companies for monitoring the same alarm system. I called ADT to ask why they were still billing me after Pinnacle switched me to a new company (Pinnacle had assured me it was better, affiliated with ADT, and everything would be smooth and at no additional cost to me). ADT told me that Pinnacle had written a contract for a new monitoring company while there was still a year left on the contract they sold to ADT and I had to pay ADT monthly or a huge cancelation fee. After calling Pinnacle with this news, they put me in touch with the department that specializes in this (Yes, they do it often enough to have a department). After a few calls they told me they would cancel the new service, refund a couple months monitoring, and I would have to call ADT to reconnect the old monitoring. ADT informed me they would have to come out to do this and I would have a fee for a service call. I had the ADT service man (by the way he was very good, friendly, helpful, and didn't bill all his time after hearing what Pinnacle had done) remove the new control unit and the cellular back-up and reinstall the old control unit, so I could send them back to Pinnacle. I did not have him remove the few new sensors, as I didn't want holes in my walls, paint, wallpaper, etc.
Pinnacle calls (the first of countless calls from the autodialer) to tell me I owe them $450 for the three sensors or they want to come in and remove them. I told them that if they wanted to remove them they needed to fix the holes in the walls, or I would keep them and I offered to send them the two units I paid to have removed and repacked in the original boxes. They wanted $450. I refused. They called, and called, and threatened, and called... Eventually they decided that they would settle for $200+. Again, paying for their double written contract after I had to pay ADT to put my system back wasn't agreeable to me. More calls! Then a call telling me they would settle for $50. I asked $50 and you will stop calling me? And I won't have to deal with you ever again? $50 and the account is settled and closed? They said yes to everything. I asked if they wanted me to send the two units I had boxed-up back. They said no, just send $50. It was worth $50 to get them out of my life, so I paid.
Months later, the autodialer and calls start again. They say I owe them $50. I say I settled with you. They have recordings of the phone conversation I had settling the account. They inform me that that person (their rep) was mistaken and they are SENDING ME TO COLLECTIONS!
How much longer Pinnacle will still be a pain in my life, if they will effect my credit score, if I will end-up in court with them... is unknown. But, I can say that if anyone wants to have any peace in their lives AVOID PINNACLE SECURITY. Call ADT or another security monitoring company direct.