Castle Rock Security
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Category: Home & Garden
Contact Information
2101 S. Arlington Heights Rd, Arlington Heights, Illinois, United States
Phone number: 800-705-7681
castlerocksecurity.com
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Castle Rock Security Reviews
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slick69trick
September 1, 2010
Right to cancel
Did you know this company has a F with the BBB? My three year contract was about to end and I wanted to cancel. I called and they told me the fax number was online and that I needed to submit my cancellation in writing. The fax number isn't posted on-line. I sent and e-mail asking for my policy to be canceled and that wouldn't suffice. I tried to terminate my contract but have to pay for the full year's service. This is crazy! I'm stuck with this assassin company for another year!
Other companies charge a $200 cancellation fee. Why would I want to give them another $1, 500 for services I don't want? Everyone beware of their faulty tactics and horrible customer service. They aren't willing to work with you, repair your equipment, or as promised, have a supervisor return a phone call. I will NEVER use them or any of their affiliates again. My trust in their business practices is gone!
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Robert Stowe
August 31, 2010
Contract Cancellation
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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CO Complaint
August 19, 2010
Auto Renewal Of Contract
It's sad to see that people have been reporting about this company for many years and that they remain in business. My experience has been the same. The company extended my contract to another year after I had clearly sent them a cancellation letter 30-days prior to the contracts end of service date. A new contract was not signed nor sent to me. I was unable to speak with a manager regarding cancellation. They continue to charge me for a monthly fee.
According to the BBB of Illnois, this is the link to the company's service rating:
http://www.bbb.org/chicago/business-reviews/security-systems-consultants/castlerock-security-in-arlington-heights-il-88361482
Steps that I am taking to complain and hopefully resolve the issue. PLEASE FOLLOW THE SAME STEPS. My hope is the more people who file complaints - the more action will be taken on Castle Rock Security.
1) Notify the BBB in Illinois and file a complaint. Online process.
https://odr.bbb.org/odrweb/public/getstarted.aspx
2) Notify the Attorney Generals Office for the State of Illinois. Follow the link. At the top of the page "Click Here for a Consumer Complaint Form". You will need to download the PDF, fill it out and mail it in with supporting documents. Worth the trouble, it needs to be filed!
http://www.ag.state.il.us/consumers/index.html
3) Additionally, I contacted my state's Attorney Generals Office and filed a complaint. My state had an online process. Google your State Attorney Generals Office and submit a claim.
4) File a complaint with the FTC
https://www.ftccomplaintassistant.gov/FTC_Wizard.aspx?Lang=en
4) Notify your bank, credit union or credit card company. You can dispute the fees directly with your financial institution. Additionally, if Castle Rock has a credit card or debit card number to your account for payment, notify your provider to issue a new card number to deny Castle Rock access to your account.
I WILL NOT TOLERATE MISLEADING BUSINESS PRACTICES AND HOPE THAT YOU WILL NOT EITHER. WE MUST ACT TOGETHER TO FIGHT THIS. PLEASE FILE COMPLAINTS.
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rcno1234
August 18, 2010
Take Action Against Castle Rock Security
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 Assistance Program (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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cdubya42
August 13, 2010
Account renewal
They take money out of my account on the 26th of every month for the last 3 years. They claim that they tried to contact us. They now say that since we did not cancel with them 30 days prior to the end of our contract that we are now automatically obligated for another year.
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Seriously ?
August 12, 2010
Business Practices
I originally purchased the home alarm system from SAI, later was sold to Castle Rock. System worked for 3 years. When then started having chronic False alarms on one of the doors. Castle Rock was notified, they sent a tech, Still did not work. MOre False alarms. I disconnected it due to the fact the the city law enforcement threated me with $75.00 fee each time any further alarms were received. I continued to pay out for the remainder of the year as was the verbage on the agreement. I sent a letter to cancel. They confirmed they recieved it, but refused to cancell due to the letter was not received by the correct date. So I have been paying for a year of service that they did not provide due to THEIR EQUIPMENT FAILURES., and now they are telling me I have to pay for another year, while acknowledging the fact that they are not and cannot monitoring system. I have to pay because their equipment failed and propogated this entire scenerio ?
THEY HAVE LOST SITE OF THE FACT OF WHO IS THE CUSTOMER.
ITS APPARENT THEY DON'T CARE. STAY AWAY FROM ALL DOOR TO DOOR ALARM SYSTEM SALES PEOPLE. REGARDLES OF WHO THEY ARE. MOST ARE SO FULL OF &)*!%$ AND HOT AIR. THE WORDS THAT THEY SPEAK ARE NOT WORTHY OF THE AIR THAT THEY RIDE ON.
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jonstriker
August 6, 2010
Contacts
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
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
[email protected]
Additional information
John E Johnson is the one of the former owners of SAI Security
BBB Link:
http://www.bbb.org/chicago/business-reviews/security-systems-consultants/castlerock-security-in-arlington-heights-il-88361482
Other Details:
CastleRock Security, Inc.
2101 S. Arlington Heights Rd., Suite 150
Arlington Heights, IL 60005
[email protected]
Brian E Johnson
CEO
Former CO-Owner of SAI
[email protected]
Don Agee
Vice President, Treasurer
[email protected]
William Gomez
Technical Services Supervisor
@castlerocksecurity.com
Jim German
Senior Vice President
[email protected]
Dhaval Patel
Manager of Programming & Development
[email protected]
Hana Collins
Process and Organizational Development Manager
[email protected]
Mervet Shuber
HR Manager
[email protected]
Hadley Meyer
Manager of Financial Systems
[email protected]
Kimberly Fivelson
Legal - Contractor
[email protected]
Angelina Beaudion
Director of Customer Relations
[email protected]
Kathy Polanco
Customer Experience Enhan (HANDLES BBB)
[email protected] |
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Mandy Schmucker
August 3, 2010
refusal of cancellation
Unless you have money to waste, I do Not reccomend this company. I was told that I needed to give a 30 day notice to end my contract. They did Not inform that it was to be 30 days prior to the end of my original contract. Now they say that I am stuck for another year. This is insult to injury seeing as how my alarm system has not worked in 2 years. They were not able to fix it from their computer, so they said I would have to pay some $100+ or renew my contract for 2 More years. In times like this, I cannot believe that they won't give a little to customers who paid on time for the duration of their original contract.
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K in Texas
August 2, 2010
can't cancel contract
Called to cancel contract and was told contract has been extended for another year. My original contract was with APX. I had never received any correspondence from Castle Rock. Customer Service is rude and not helpful. I closed account they were debitting. I have registered a complaint with the Fraud dept, Illinois Attorney General, 100 West Randolph St., Chicago, IL 60601. Register your complaint so we can stop this fraudulant company!
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Alesia R-H
July 30, 2010
Won't allow me to cancel service
My husband & I purchased a security system 3 years ago from Firstline Security. We were told that our contract was for 3 years, & that we could not cancel the contract during that time without a penalty. We were disappointed with the security system early on, because of the issue with opening windows, which will set off the alarm, so we decided to cancel the service once our 3 year contract was met on Aug. 15, 2010. On July 30, 2010, I contacted Castlerock Security & spoke with "Lynn Combs". I told her I wanted to cancel the service & she informed me that the service had already been renewed for the next year (even though it was not scheduled to be renewed until Aug. 15, 2010). She told me that once they received a letter cancelling the service, & had received payment in the amount of $540.00 (approx.) they would be able to cancel the service. When I argued with her about this, & said that I was calling before the expiration of the policy & that my payments had always been monthly, not annual, she said she could not help me. I asked to speak to a supervisor, & she put me on hold. When she came back on the line, she said this was not a supervisory issue but was a "policy" issue & she then said that once a service policy was renewed, (as in my case) it could not be cancelled. Obviously, this is a lie because she had just said that she could cancel the policy if I paid her the $540.00 & sent a letter that cancelled the service. I am furious with this company, & I see that there are MANY complaints lodged against them. I am also sending a complaint to the Office of the Attorney Generals in both Washington state, where I live & in Illinois state, where Castle Rock has its headquarters, as well as the Better Business Bureau. I will also inform as many people as possible about this company & their dishonest & misleading business practices.
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