Report: #1052266

Complaint Review: CastleRock Security- SAI

  • Submitted: Mon, May 20, 2013
  • Updated: Mon, May 20, 2013
  • Reported By: Laura in California — Menifee California
  • CastleRock Security- SAI
    950 Spencer Street, STE 200
    Syracuse, New York

CastleRock Security- SAI Faithful customer of 6-yrs not allowed to terminate coverage on a FORCLOSED home! Syracuse New York

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 On 28 Dec 2011, I contacted the CastleRock Security call center to request assistance in moving the security system from our house that was going into forclosure to our new location.  We actually had moved locations just before Christmas.  I never received a call back.  I called again a week later, requesting the same, and then again a week later.  No return calls.  After almost a month, I had pretty much had enough.  No longer wishing to continue my security service with CastleRock.

I again contacted the call center and advised that I wish to terminate my account with CastleRock.  I was told that I cannot do that until June as I am under contract.  I advised the representative that I have been a faithful customer for going on 7 yrs. My initial contract was with SAI for 2 yrs. I advised that after the 2 yrs, there would be no penalty to terminate coverage.  Just a side note, a month after I signed up with SAI, there was some type of "frequency" change that required a new $200 unit and the current unit that was just installed a month earlier, would not work if I didn't pay for the new unit.  Additionally, if I choose to cacel at the time, there would be a very large penalty.  You cannot tell me that SAI didn't know that they were going to have to change all of the units due to a government mandated change when they were first installing the useless unit.  I was totally ripped off!  Well, since I was stuck for the two yrs and SAI had changed hands to CastleRock, I decided to stick with the company and have never missed a single payment.  Now, trying to move the service from home to home, making a number of calls and being told "Sorry, can't help you" even though we don't even live in the "covered" house any longer.  I was done!  I asked for a supervisor to contact me.  When he finally did (his name was "Cooper"), I was unfortunately at work (which I  had told the representative that I could not take a callback until late afternoons), so I missed his call.  I attempted to call him back twice, left messages and never was called back.  I stopped making my payments and received a number of calls wanting their money!  I contacted the Better Business Bureau and filed a complaint.  The BBB worked for over a month to contact the company for a response, and believe it or not, the company never responded even to the BBB! 

So now, May 2013, I receive a "settlement" from CastleRock saying that they will cut my amount due in half and keep me out of collections if I just pay by the 24th.  Honestly, my house was foreclosed upon, what do I really care if they send me to collections, my credit is crap, however, I have always been taught to do the right thing, so I made my stupid last payment today.  If only the businesses that we have had to work with had the same ethics that I have been taught!  I will never use a security system (other than Smith & Wesson) again! Do not use CastleRock Security, or any of their "partners" which are Honeywell and National Service Network, they are total ripoffs!

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This report was posted on Ripoff Report on 05/20/2013 07:14 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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