CastleRock Security
Reviews and Complaints

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 pharmer77@gmail.com with details if you would like to participate. thank you for your time.

CastleRock Security continues to receive complaints for all the right reasons, but its time to go a step beyond complaint forums. Post all of your complaints in detail at http://www.castlerocksecurity.info. Simply reply the blog post most relevant to your complaint.

I have been trying to cancel our sevice many times in the past few months. Its been so stressful being a military member, I have greater issues to deal with.

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!

I wante dto cancel my contract, and was told that I would still have to pay for the 3 years that I verbally agreed to less than 24 hours ago. I was offered more services through another provider and a lower price. The person I spoke with said there was NOTHIONG they could do about it and tha tI had to pay through the end of the contract in 2013. Can you help?

We have been trying to cancel our service with this organization for over 4 months unsuccessfully. The customer representatives refuse to listen and read from a "contract" that we do not have access to.

Automatic renewing of contract without contacting customer. Automatically charging for contract with contacting customer. Refusal to undo the renewal even when contacted by customer. Operating under-the-table dishonestly stealing money from working Americans. Do not monitor/respond to security alarm services in homes even if contract is current.

Dreadful customer service. Forced contract renewal. Blatant disregard of individual customer concerns. Sign up at your own risk. When my contract is up I will say Hasta Nunca!

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.

Like you I have fallen prey to the auto renewal clause. I didn't even know about the provision. I was contacting them because the system wasn't working. After getting the run around for two weeks because a service technician hadn't called me I sent faxed a cancellation letter and emailed one to the following address tgoodman@castlerocksecurity.com. I ended up receiving a response from David Brown (dbrown@castlerocksecurity.com) stating he wanted to take care of the problem, but informing me that I couldn't cancel because of the auto renewal that had taken place in the previous month so I was obligated to pay for the next 11 months.

If anyone starts a class action I'm in. I'm looking into filing a complaint with the State Attorney General. If you know anyone looking for a security company please discourage them from using CastleRock. There service is piss poor and the management is CRAP. They do not care about having good customer experience.

CastleRock email contacts for emailing your cancellation to make sure they receive it.
KPolanco@castlerocksecurity.com; tgoodman@castlerocksecurity.com; dbrown@castlerocksecurity.com

None of us are ever going to succeed.

None of us are ever getting out. I have a stop payment at my bank. They've not sent me to a collections agency called Joseph, Mann and Creed that if you Google are just as corrupt as Castle Rock.

I've written to the FTC, the BBB and to both the MN Attorney General and the Illinios Attorney General to no avail. I got a postcard from the Illinois Atty General letting me know they got my package (including copies of EVERYTHING). I also got a nice letter from my own MN Atty General and a copy of the letter she sent Castle Rock, but have heard nothing since. BBB dropped it because they said it was obvious there would be no resolving it.

I am sending a letter tomorrow to Joseph, Mann and Creed letting them know that no matter how many times they try to call and extort money from me, I will not pay a dime. Period.

This will be the only blemish on my credit, how awful is that. I am a consumer that tries hard to do everything right and there seems to be no recourse for any of us.

You are not alone.

None of us are ever getting out. I have a stop payment at my bank. They've not sent me to a collections agency called Joseph, Mann and Creed that if you Google are just as corrupt as Castle Rock.

I've written to the FTC, the BBB and to both the MN Attorney General and the Illinios Attorney General to no avail. I got a postcard from the Illinois Atty General letting me know they got my package (including copies of EVERYTHING). I also got a nice letter from my own MN Atty General and a copy of the letter she sent Castle Rock, but have heard nothing since. BBB dropped it because they said it was obvious there would be no resolving it.

I am sending a letter tomorrow to Joseph, Mann and Creed letting them know that no matter how many times they try to call and extort money from me, I will not pay a dime. Period.

This will be the only blemish on my credit, how awful is that. I am a consumer that tries hard to do everything right and there seems to be no recourse for any of us.

I had @ 1 year left on my contract and tried to get it cancelled. I was told even if my home is forclosed I would still be required to pay my contract. I said OK, I guess I'm stuck. I then said to cancel when my contract was obligated. No one said anything about a written request, also, 30 days prior to expiration. Trying to make sure, I contacted them @ 3 weeks prior to termination and sent the written request and was told sorry, They didn't get it 30 days prior and I am stuck for another year. I am looking to get the media involved and get them some bad press.
Thanks for letting me vent!

At the moment I'm dealing with Security One and Castle Rock. Security One (who initially installed and monitored the system back in 2007) had alledgely sold the monitoring rights to Castle Rock sometime shortly thereafter. In August of 2010 Security One returned to resign me on good faith that they were reclaiming these accounts again. I signed what appeared to be a 60 month commitment at a slightly lower rate than Caslt Rock and handed them a check for the fist month's service. Despite this agreement, Castle Rock continues to monitor and bill me for services (which is on auto electronic transfer from my bank account). I received a call a few days ago from a Security One representative who asked if a technician could stop by the house today to check out a trouble alert that they have found in my alarm system. This along with an invoice for payment past due from Security One is what prompted me to contact Castle Rock. I have spoken with costumer reps of Castle Rock who have indicated that I signed a fraudulent contract with Security One. They explained that the account is still with Castle Rock and that this was a scam that Security One continues to conduct with all Castle Rock account holders. There was an alledged agreement when Caslte Rock (then called SAI) bought monitoring rights from Security One that Security One would not be allowed to regain this account for a minimum of 15 years. I'm still looking for this info on the internet and the supposed lawsuit Castle Rock has filed against Security One as a result. In short, I will not pay Security One and I will negotiate a lower price with Castle Rock from this point on. I will probably go to collections witn these invoices still being sent to me by Security One and hopefully I'll be able to dispute my case then.

Yes, I would love to do a class action lawsuit against them. Another victim with similar scenario, however we did move, still having 9 months left of our 3-year term. Faxed in our cancellation 9 months in advance, all while paying the 44.99 fee for the next 9 months. Called to verify that the account had been satisfied, they said it was 4 days past the auto-renew, no record of fax of cancelation. Could not get a supervisor to call us back. Called again to ask for Debbie Murcio, who was supposed to be the one to return my call, she told me I could cancel with a 535$ payment. She was not willing to discuss anything other than us renewing, paying the cancellation fee. I got her full name, Debbie Murcio. Thank goodness for the internet in allowing customers to see other customer experiences.

They're crooks, but maybe if enough people hammer them they will begin to listen.

Here is the contact information for the person I was dealing with to no avail. It starts at the top.

David K. Brown

Director, National Operations

Direct Office: [protected]

Corporate Phone: [protected] x1041

Cell: [protected]

Fax: [protected]

E-Mail: dbrown@CastleRockSecurity.com

I too have had a very unpleasant experience in dealing with CastleRock. Here is another contact for people.

David K. Brown

Director, National Operations

Direct Office: [protected]

Corporate Phone: [protected] x1041

Cell: [protected]

Fax: [protected]

E-Mail: dbrown@CastleRockSecurity.com

CastleRock Security Inc. automatically locked me into a new contract after my 3 year contract with them was complete. They didn't say me that they would be renewing it. I didn't find out that this happened until I called to cancel the service.

I signed up for 3 year agreement with APX Alarm Security Solutions. My contract was sold to SAI which was then sold to CastleRock Security Inc. The salesman sold it as a 3 year agreement and never informed me that if I didn't cancel it in writing 30 days prior to the end of the 3 years that I would be LOCKED into an additional 1 year contract. I read every word of the contract and the way I understood it was that the services would continue until I canceled it and that I needed to provide 30 days notice. The terminology is vague enough that I understood it the way any reasonable person would know it.

There is no way I could have imagined by the wording they used that I would be locked into a new contract. Nobody does business that way. Now they are telling me I can't get out of it.

They make their CASH off people by bullying them. The customer service rep kept saying on the phone "You had 3 years to read your contract. Why didn't you read it? You could have sent a cancellation letter at any point during that 3 years." This was patronizing. I read it and I understood it. I just didn't know it the same way they say I should have. If they had clarified it properly in the first place, I wouldn't have agreed to it. It's not an honest way of doing business.

APX alarm was a good company with great customer service, but could not hold all their customers in house years ago. SAI and Monitronics bought some of those accounts unfortunately. SAI sold out to castle rock. A few years back APX rebranded because of their directional change towards home automation and solar. Bright orange signs and a new name Vivint seemed to be a nice fit. Since then Vivint now holds all their accounts in-house and monitors their own systems, which I might add that they do very well. For the past few years they have held the fastest monitored response time among all the national alarm companies(average of 9 sec). Their customer service (as a customer and former employee) have impressed me more as the years have gone by. Extremely prompt service and the products/hardware are second to none. Don't get hung up on the complaints from websites as they are only a fraction of the total number of happy customers. Literally less than a 1/2 of a percent. They are extremely innovative and always working on the next best thing. You might think their prices are high, but you get what you pay for. Before people post, please make sure you have the facts.

At http://castlerocksecurity.info/?p=94#comment-1611, I've described my experiences with Castlerock (similar to what's described here) and the steps I took to get Castlerock to cancel my contract.

CastleRock Security Inc. did just the same thing to me. My 3 year contract was sold to them but when I called them after 3 years of contrac, they told me that I was automatically locked into another year.
I think CastleRock Security Inc. are thieves who just want to rip people's money for free. First their system doesn't work that good. Second, it is a pain to work with. It turns out to be an inconvinience instead. The only people to set off the alarm are family members. For example you must ran very fast to deactivate the alarm whenever you come back home. If you have kids who can't reach it, is another problem. If put the system low enough then they play on it. Remember, you will be fined big for setting it off accidentally after three times.
Third, CastleRock Security Inc. has the worst customer service. They are very rude and not knowledgeable. They don't seem to have a crew as to what goes on in their company. If you have an hour to wait for a wrong answer, then call thei custmer service.

Please do not be deceived by CastleRock Security Inc. field sales people to buy their product. they will make you sign a contract that you may be hard to get out of.
CastleRock Security Inc. will rip your money for no job done.

Castle Rock Security is now Vivint Security.
APX Security is not Vivinet Security.

CastleRock Security had the entire first page of Google with people who had been Ripped Off, it was so bad and CastleRock Security; APX Security and SAI Security all changed their names to Vivinet Secuirty.

This bait and switch scam has now changed it's name to Vivint Security. As the poster shared they use to go by CastleRock Security and then APX Security. The entire first page of Google was complete with people who were Ripped Off, they change their name last week.

Vivint Security is the new name for the scam. Do not be ripped off. Warn everyone and it might be good to refile your complaint with Vivint Security added to the list of names.

Start complaining on CASTLEROCKSECURITY.INFO and use the words castlerock security complaint(s) several times in your posts, the site is due to be crawled by the end of this month and will soon rank right next to the official castlerocksecurity.com

CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site on search engine query's of "CastleRock Security"

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.

My account was sold by Pinnacle to CastleRock, and I wanted to cancel it. The alarm is never used at my house, and it seems ridiculous that I should pay for a service when I never use it. My contract was up April 20th. When I called to cancel I was told that my contract auto-renewed and I could not cancel.

This seems a bit ridiculous to me in the fact that I hardly even knew that the account had been sold, and I was certainly never told that it would auto-renew. That was never part of the original contract that I was told about.

For months now I have been getting warnings from the company telling me that emails, phone calls and house calls have been perpetrated by a group of fraudulent individuals, hoping to gain my password or account information. In that process how was I to know what was actually from Castle Rock and what was not? Their customer service representative seemed to think that I should have heeded the phone calls made to me and called them back. Hmmmm, why would I do that when I had received fraudulent phone calls?

So in the process of all this they managed to rook me into another year of service. I even asked to speak to a supervisor and was told that he could see if one was available, but that they would tell me the same thing.

STAY AWAY, BAD COMPANY!

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 2017 for another year- even though we have been calling them since May 2017 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 2017, they claimed they need a fax cancellation per the contract. I faxed them a cancellation.
2. When I called to check in July 2017 (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, 2017 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.

CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site on search engine query's of "CastleRock Security"

CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site on search engine query's of "CastleRock Security"

We are angry at this scam as well. We didn't even contract with Castle Rock. They took over our contract without notifying us. After the 3 year contract period was up, we tried to cancel - but they insist we owe them for another full year. We wrote them a cancellation letter and advised that we refuse to pay one more dime. Get this - our alarm system hasn't worked for 2 years. Castle Rock could care less. They are not in business to provide service -- just to harass people for more money. We stopped payment at the bank. They keep calling but we've blocked their number. The Illinois Attorney General should pull their license. And if any customers have been financially harmed by a black mark on their credit rating, we need to file a class action lawsuit and shut these scam artists down! Enough is enough!

Chris & Jerry

i work for pinnacle security. we have all of your cities filled with year round techs. i will pay anybodys cancellation charges for castlerock...cash if you sign a monitoring agreement with pinnacle. we keep our accounts in house now. no more selling of accounts. pinnacle does the monitoring and maintanence. i can offer the newest GE alarm system with full interactive capability through the cell phone towers. arm and disarm this new system with your smart phone or computer. your monitoring price will stay the same and i will give you more sensors than you know what to do with. contact me on my yahoo because i do not want my work email clogged. i'll answer any questions
Jallen2283@yahoo.com

Jeff

This is personal with castlerock...leave them!

None of us are ever getting out. I have a stop payment at my bank. They've not sent me to a collections agency called Joseph, Mann and Creed that if you Google are just as corrupt as Castle Rock.

I've written to the FTC, the BBB and to both the MN Attorney General and the Illinios Attorney General to no avail. I got a postcard from the Illinois Atty General letting me know they got my package (including copies of EVERYTHING). I also got a nice letter from my own MN Atty General and a copy of the letter she sent Castle Rock, but have heard nothing since. BBB dropped it because they said it was obvious there would be no resolving it.

I am sending a letter tomorrow to Joseph, Mann and Creed letting them know that no matter how many times they try to call and extort money from me, I will not pay a dime. Period.

This will be the only blemish on my credit, how awful is that. I am a consumer that tries hard to do everything right and there seems to be no recourse for any of us.

CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site for searches of "CastleRock Security"

Good news! As of May 2011, it's against the law in NV to have 1-year rollover contracts. Research SB 290

We are also from Las Vegas and ran into the exact same problem with Castlerock Security after our 3 yrs contract was up I called to cancel and they refused to cancel stating the same "small print" time frame restriction on our original contract with SAI security 3 yrs ago. Castlerock Security was rude, combative and completely determined to lock me in for another year without any legally signed agreement and using auto payment. I had to call AmEx to block withdrawals from them. They are emailing my husband constantly with overdue notices.

Because there had been numerous breakins in my neighborhood, I called castlerock in June of 2010 to make sure they had all my updated information. The agent on the phone mentioned my 3 year contract was almost up & tried to get me to update my system for an additional 3 years. I told him I was planning on moving within the next year & did not want to make the financial commentment. In mid September someone tried to breakin my house, they pryed the door open and set off the alarm but they did not enter. They never contacted me, they contacted my father because they never updated my info. My father had to call me and told me they said they would call the police. When I got home my door was wide open, they left a voice mail on my home phone, police never showed up, they never called back to follow up. Now I am finding out that because I did not submitt a 30 day notice prior to my contract ending back in June, which the agent failed to mention nor did I recieved any renewal reminder from castlerock that I am automatically renewed another year. It will cost close to $300.00 to discontinue this service. They are sleezier than the crooks that break into your homes. If anyone has any advice on how I can fight this or if I can fight this I would appreciate it.

CastleRockSecurity.info this is the address of the CastleRock Security Complaint Forum, if enough people use it, it will beat castlerock's own site for searches of "CastleRock Security"

These people do not care about the customer and the monitoring is a joke my system has been disconnected because of a bad inside house phone wiring and they did not know--told me I had to call them to test the system--that is not what I was told by the sales group --It would be automatic if they could not monitor---