I've seen the complaints, and am mad at myself for not googling CastleRock earlier! I won't go on about my complaint - the same thing everyone has been experiencing. What I will do though, is share what I'm doing to cancel, and what luck or info I may find regarding getting out of the contract, or bothering CastleRock enough to get them to drop me as a customer. Unfortunately, right now, I'm stuck like all of you - but here's what I'm doing to ensure I'm out at the end of this crazy year extension!

1. My written cancellation request.

I looked into this a little, and I can cancel 12 months ahead of time. The 30 day time limit is a "minimum" time limit, nothing says I can't do it now, and the representative reluctantly agreed that I could do it now.

In your letter, be sure to include the following:

-Acount number
-Sentence stating you wish to to cancel by the end date of your contract
-Print your name
-Include your signature
-Date your request
-email your request (a scanned image I'm assuming) [email protected]
-or fax your request to 18003561956

On a personal note, I plan to email (with delivery receipt and read receipt) and I plan to fax (and retain confirmation), and I plan to obtain a physical address to cend certified mail with return signature receipt.

I urge everyone to start the process now, not wait until 30 days prior, and at least through the appearance of a massive loss of future revenue, this company may finally get the point!

By the way CastleRock - if you're reading, my name is Greg Krause - guess what finger I'm holding up!

All - I'll continue to post any success I find.

I too, just like everyone in this forum, tried to cancel my sevice after three years of on time payments. They told me that my contract was automatically renewed for one year withouth even signing or agreeing to anything. DO NOT become a customer of this company. Horrible customer service reps as well. So now I am stuck paying another year for a home that I won't be living in. Stay away from this company.

This company is bad news all the way around. I signed up for a 3 year agreement with them in May of 2007. The young man who installed the system put it in wrong. He wired the system to an outlet on a switch. The whole system turned off when anyone flipped the switch. We decided too late that we did not want to keep it, and they never came to fix it. I have paid the account in full, and now have been automatically renewed... oweing them for another year of service that I do not want. BEWARE... these people will bleed your money from your checking account FOREVER if you sign up. I learned a HUGE lesson from this. NEVER NEVER NEVER buy anything from door to door solicitation!

I too as many others purchased a security system from another vendor and when my 36 months was up I waited a couple of months to cancel. They told me that it auto-rolled and I would have to continue for another year. On top of that in December they charged me $48.70 then a few days later they charged to my card $6.48 then a couple of weeks later they charged my card for $38.50, and yet again they charged me another $6.48 and then on my normal billing for January they billed me another $48.70. So they over-billed me the $38.50 and two charges for $6.48 for no reason. I can't cancel for a year and no they are just randomly making charges to my card for no services rendered. They won't allow you to change your billing from auto-pay to sending me a bill. I guess my only course of action is to cancel my card and I am sure they will bill me then. This is the worst security company in the world!!! They are supposed to be protecting us and they are the real criminals.

In approximately July of 2009 the alarm system monitored by Castle Rock Security, in broke. It went off in the middle of the night waking up my tenant and her small children. The tenant called me panic-stricken to notify me of the emergency and I tried to walk her through how to deactivate the alarm. The alarm would not deactivate. The security company called me later to notify my of the alarm. They offered no solutions on how to deactivate the system. I asked them to have a technician immediately call the tenants to walk them through deactivating the system. The technician hadn't called after 45 minutes of the alarm continuing to scream throughout the house so I drove across town and tried to fix the system myself. It would not stop after entering the master code several times. I then simply unplugged the speakers to silence the alarm. The technician final called the tenants over an hour after the system broke and I had returned home.

I was very angry at the lack of customer service from Castle Rock Security, inc and their faulty equipment. They did not do what they said they would do and call the tenants to help them through this traumatic experience in a timely manner. I had to drive across town in a panic to silence the broken alarm system.

When I talked to the customer service representative she came up with two solutions. Either pay $100 for them to come out and fix their system or sign a 3 year contact and they would replace the entire system with a better one. I felt that in light of their poor service, shoddy equipment and my complete lack of trust in their abilities to protect my family that neither option was equitable or reasonable. They did not provide the service agreed to in the contract and did not follow through when I needed them the most. I requested that they canceled my account. The customer service representative agreed that my situation was a terrible mistake on their part and said in lieu of cancelling the account she would instead put the account on hold indefinitely or until the contract was up.
In October, Castle Rock Security, inc removed my account from hold status. They had not provided monitoring services for the previous 4 months but they're trying to charge me anyways for the time of no service. They did not contact me to let me know of the changes. I never received a phone call stating their position and no solutions were offered. I was notified by their collection department about the issue.

They are an incompetent and unethical corporation and should not be allowed to conduct business in the state of Washington. They provide poor service for an unreasonable price and offer unfair and predatory solutions when problems arise. Who in their right mind would consider signing a 36 month contract with a company that just proved their inept customer service and their lack of compassion for a client in need. Their alarm broke in the middle of the night waking up a mother, 9 months pregnant, her children and her sick father. They neglected to have a technician contact them after saying they would for over an hour while the alarm was continuing to scream. I had to drive to the other side of the city to deactivate the system by simply removing the speaker (an intruder could easily do the same).

I am so underwhelmed by their services and have zero confidence in their ability to provide competent monitoring services over my property that I refuse to ever do business with Castle Rock Security, inc and I refuse to pay them for past, present and future services. I would like them to cancel my contract once and for all and never contact me again.

I've contacted the BBB and Washington State Attorney General's office. They have recieved a reply from Castlerock stating that they will not change their position and I must pay them. Next step, Lawyers. I would rather spend a Thousands for an attorney, or even file bankruptcy than pay this despicable corporation another dime!