The most trusted and popular consumer complaints website
Explore your opportunities! Create an account or Sign In

SAI/APX/Castle Rock Alarms / Faulty Equipment/Unfair Debt Collections

1 Dallas, TX, United States Review updated:
Contact information:
Phone: 8664003550

I received notice today that SAI/APXCastle Rock Alarms is sending me to collections for the entire term of the contract, plus the equipment, installation and other fees. I have had the system on bypass since then because the sensors have ceased to work. Castle Rock is not claiming any responsibility for the faulty parts, and a system that no other licensed Electrician will repair. It cannot be repaired it can only be replaced, that is why each time I tried to contact them and tell them of the issue with the system, they would claim that the repair office would contact me within 1-5 business days, but the calls never came. When I told them partially functioned they then proceeded to tell me that there system only has to work for 3 months, after that it is up to me to have it repaired or replaced. The company's collection agency also threatened that if I did not allow them to go into my credit file, then they would report me to the Credit Bureau, as refusing to pay, and ruin me financially. I was told by a representative from the collection agency that they would search my credit history and see what credit cards that would allow me to put the remaining balance of the contract on one of my cards. I then called the company and asked what was this that they were talking about only to learn that they can recall an account out of collection, but were not going to. This is not the first time that I have had problems with SAI Systems, i.e., APX Alarm. I filed a consumer report with the BBB, with the resolution being that the owner of the company refunded me the payments made as reconciliation. When the account was transferred to SAI, they made me pay back the money that APX refunded me. The first incident involved me refusing to allow them access to my checking account which would allow them to take out the payments. I have on line banking and pay all of my bills this way. I have had excellent credit until now, because the company is trying to collect for equipment they know is faulty and inferior. They also claim to send out a technician but at a significant cost. I also had a credit for $80.00 because my account was transferred and I had made overpayments, and they refused to add the amount to the bill they claim was 3 months behind. The $80.00 would have covered the cost however; customer service told me that they would apply it to any repairs. When the technician did not come out to repair the system, what happened to my credit? Now I am being blamed for lack of payment when they owe me and failed to honor their commitment of the contract.
SAI/CastleRock/APX Alarms knowingly is installing faulty, defective equipment and is holding me the consumer responsible for equipment they know will fail before the contract ends.

Sort by: UpDate | Rating


  • Ca
      11th of Jun, 2009
    0 Votes

    We had the same probloems plus, they had left wires out in the open by the floor, put multiple hols in our walls. They had sent all of their best tech. outs and still did not fix the probeoms we had. But they have no probleom demanding their money and sending a judgement out for us. They could never come get their equiptment out of our house after we asked them too. The alarm was also too loud and they had no way to alter it, so it would not be ear piercing. they apolgized for not being able to satisfy us. I want to know why a company such as this one can continue to do business, and just change their name to another name such as they have. How does the staff that works for them sleep good at night?

  • Di
      5th of May, 2010
    0 Votes

    We need to class action these guys, any lawyers interested?:

  • Tr
      5th of Aug, 2010
    0 Votes 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"

Post your comment