I have tried to be cival about canceling my account since Sept 09, its now March 2010. They refuse to cancel my account. They want me to continue service with them after I have told them in the most civil way I can at this point, I do NOT want their service. They just try to talk and talk. What dont they understand. I DO NOT want your service. End of story. The BBB recieved almost 300 complaints last year. I wonder why. I bet they can beat their old record. You have got to be good at something. They figured out something to be great at, its being a horrible company.

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.

I am also a customer who was told that you could cancel the contract if you didn't use the service or if you moved. I have been paying the $39.99 and don't even live in the house the system was installed in. We have moved twice and they were suppost to move the system, but never did. I haven't been able to cancel the service either. I would be very willing to sign a class action suit with the rest if someone started one.

Would much rather have them follow thru with what their representatives say and just cancel the contract.

I tried to cancell my service when the 36 month contract was up and was informed that they automatically renew contracts if not cancelled 30 days before end of contract. salesperson told me the contract was for 36 months and could be cancelled at any time after that. in response to complaint filed with BBB, castle rock said they do not honor what their salesperson said and I was on the hook for another year. further investigation found a "F" rating from the BBB with over 70 registered complaint in 7 months of 2009 and the internet full of castlerock horror stories. do not do business with this company, they are bottom feeding vultures who do not stand by their employee's word and will only screw you in the end. I took out the alarm system atcontractsend and never recieved one call from castle rock as to why they were no longer recieving a signal only more bills. what would happen if a criminal disconnected the system; more bills?

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.