I signed on with this company 2 years ago 6/07, which was then called Firstline. I immediately had billing issues with them. Fortunately they called me and told me that they had forgotten to bill my visa acct for 3 months and needed to arrange for payment, about the same time, I think, they changed name to SAI. I rec'd a phone call on 6/29/09 from a collection agency stating that they were representing CastleRock Security for non-payment. I thought this was a hoax call since I had never heard of CastleRock (another new name for Firstline/SAI). They said this company had turned my account over to them for non-payment (thus my contract was xld by them) and now they want $225 for past due security service of 5months, breach of contract fee of $600 and equipment charges of $250+.

I have filed with the Better Business Bureau and am talking with a lawyer. I have perfect credit and always pay my bills immediately. I had received ZERO communication (written or oral) from SAI/Castlerock about this issue. Now they will not talk with me as I am a "blocked" account for nonpayment and forward me onto the collection agency.

I am writing this letter in concern of my alarm monitoring service. I originally purchased my contract from APX alarms in June of 2006. Since the time of my purchase my alarm monitoring has been transferred to SAI, Inc. company and from the notes that I have kept track of, I have had problems since. I first started having problems in January of 2007.
About one month ago I received a note in the mail that said my monitoring services fee would be lowered by around $4.00, then one week later on October 9th a representative, Bianca called and left me a message that the letter was sent in error and I would not be receiving a reduction.
My most recent issue has been with tech support. My alarm started beeping at 2:00 a.m. on October 15, 2008. Since then I have spoken with numerous employees trying to get some help or some financial relief. I have gotten no where. I have called several times and each time spoken with someone new. October 15th I was on the phone with Akeem for 30 minutes punching in code after code on my alarm keypad. Nothing was working so he told me he would dial into my service and call me back. When my alarm started beeping again on 10/19, I called and talked to Tyrone. I informed him that this was the second time I was calling on this same matter, and that Akeem previously had not returned my phone call like he said he would. Tyrone then did the same thing with me, having me type in code after code with no avail, he then said he was sending me out a new panel, when I received it I was to call him and let him know. On October 24th I called and spoke to Adolfo, let him know I received the panel, what next I asked. Adolfo then told me I would receive a call in 3-5 days to have a tech come out and replace my non-working panel. I went the entire week following with again no call to replace my panel. I then called on the 7th day (10-31-08) to tech support and spoke with Will Gomez who is a supervisor. He told me that he was very sorry for my inconvenience. The work order had been placed, but the tech service didn’t call me. He could not reach them by phone while I was on hold with him. He assured me that I would have a call Saturday November 1, 2008 from his company letting me know if they had any new information on when or why I hadn’t received a tech call to date. Through the weekend, I still did not receive any sort of correspondence with SAI, so I called first thing Monday morning (11/3/8) Eduardo answered the phone and told me Will was out of the office (who is my contact person to get this situation under control), and Will’s supervisor was in a meeting. I told Eduardo that I wanted this problem fixed, and a call from the supervisor in 30 minutes or I would be calling the BBB. Of course, I still at 2:30 pm the same day never heard from tech support or anyone else that may care my alarm does not work.
I am completely and totally frustrated that I am paying $44.99 per month for a service that is currently not working, and has not been since the 15 th of October. I asked the company for a refund, they refused and said I would be able to file for a credit for the time my alarm was working, but that can't be filed until the system is fixed. I can't get a hold of anyone to get it fixed so they want to keep charging me and not provide me with a service. Not only am I paying for the service I am paying for my wasted cell phone minutes every time I sit on the phone with them for 30 minutes at a time.
I wrote the company a certified letter telling them that if my alarm was not fixed in 30 days and I did not receive a credit, I would be taking them off my automatic withdrawal from my checking account and consider my contract voided. I sent that letter November 2nd, and they received it per USPS certified mail November 6th. I still have not received a phone call from anyone with SAI, inc.
I want a refund of the time my service has not been working, and I want my contract voided. This company is a nightmare to work with and their customer service is horrible. I have not spoken with one person who cares that my alarm does not work and I have asked them in times past to fix this problem or turn off my sercice. I will not pay a cancellation fee and if I were to add up all the time I have wasted on the phone, the cell phone minutes and for my loss of sleep over this matter they would owe me a lot of money.