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 (the notice was generated on December 12) 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.
0 comments