I had bad service from this company, my alarm went off several times and they never called me, and my sensors went out and they never would come out to check my system so I changed to adt security, and I called to cancel and they said i had 2 months left on my contract so I paid them and cancelled now they are saying they didnt get my fax and I got to pay another year for a service I do not have.

Too funny, I will see them in court

We entered into a 3 year contract with Castlerock security in the summer of 2007. I won't go into details because as you can see from this forum, Castlerock pulled the same cancellation (or lack thereof) issues with us. After appealing to the Atty General in our state, Castlerock finally agreed to grant us a month to month contract. This month to month contract was drawn up and signed in September, 2010. I made my monthly payments to Castlerock assuming that they were going to keep up their end of the contract. It's December, and after walking into my home (while alarm was still set), the alarm never went off. We contacted Castlerock on Dec. 4th to learn that they cut our services back in September, when we were supposedly entering into the month to month. Castlerock failed to hold up their end of the contract, kept my monthly payments, and cut our services without any notification. We are fortunate that we were not in need of security services during the months we were unknowingly left unguarded. I have demanded a refund for months of no service, but have been ignored. I'm taking this issue as far as I can go. PLEASE do not sign up for services with this company...you are only asking for trouble.

Numerous allegations of bad faith regarding automatically renewing contracts (and a refusal to notify or cancel them) have been noted here. That alone should be reason enough to think twice before using or staying with Castlerock. Howerver it gets MUCH MUCH WORSE.


Castlerock Security of Arlington Heights, Illinois used to be called Security Associates International (SAI) until it was acquired by Castlerock in 2008. http://www.hoovers.com/company/Security_Associates_International_Inc/hjycyi-1.html


In 2007, SAI (which in NOW CASTLEROCK), was ACCUSED OF IMPROPERLY RESPONDING TO A CALIFORNIA FIRE ALARM. TWO FIREFIGHTERS AND TWO RESIDENTS IN THE BURNING HOME DIED!!! Here is the COMPLETE REPORT from the local fire department spelling out Castlerock's misconduct. http://www.cccfpd.org/press/documents/MICHELE%20LODD%20REPORT%207.17.08.pdf


Here is a story about one of the firefighters widows who sued

http://articles.sfgate.com/ 2008-08-21/bay-area/17123494_ 1_fire-district-firefighter-s- death-fire-department


Additionally, SAI and Castlerock Security have Better Business ratings of D- and F respectively.


http://www.bbb.org/chicago/ business-reviews/burglar- alarm-systems-dealers- monitoring-and-service/ security-associates- international-in-arlington- heights-il-38003611


http://www.bbb.org/chicago/business-reviews/security-systems-consultants/castlerock-security-in-arlington-heights-il-88361482


Please keep these unpleasant facts in when deciding if you want to use Castlerock and feel free to pass these important facts around.

We were sold a Security System from GE Firstline. Thinking it was a GE company we thought it was a trustworthy company and went with the subscription. Our account has since been sold to SAI and then to castlerock without our permission. We agreed to a 2 year contract but the company now automatically renewed the service from Aug 2010 for another year- even though we have been calling them since May 2010 constantly asking them to cancel. we have since even moved out of the house and are not interested in this service, dont use it, dont want it and dont want to deal with this company.

They use all kinds of tactics to deny our cancellation.
1. When we called them to cancel in May 2010, they claimed they need a fax cancellation per the contract. I faxed them a cancellation.
2. When I called to check in July 2010 (this is again before my contract expired), they said they did not receive the cancellation. I asked my IT dept to pull the fax records and it showed their fax line was busy. How can a company insist on receiving communication by fax and then have their fax machine busy. It is not my fault if their machine cant handle multiple faxes at the same time. I cant keep tabs on all the faxes our office sends. Most companies have a way to handle multiple incoming faxes.
3. I again refaxed the cancellation on Jul 30, 2010 almost 2 weeks before my current contract expired. They now said I was supposed to have faxed in the cancellation atleast 30 days in advance of the contract expiring and that I had missed the deadline and my contract was automatically renewed for 1 year. Seriously? Why would the company need my cancellation 30 days in advance and even if I missed it, isn't 1 month's charge a fair penalty. why would you force me to use your service which I dont need for another year?

I complained through BBB and got a form response. Trying though the AG now.

i have read a ton of complaints against this company and the contract/cancellation policy...i am going forward in pursuing a class action lawsuit. please email me at [email protected] with details if you would like to participate. thank you for your time.