September 21, Devin Peterson, a representative of Pinnacle Security came to our door as we were heading out to dinner. He told us that our existing security monitoring provider was no longer the representative for GE security products in this area, and that GE wanted to upgrade our system. (Frighteningly, from reading several other reports, it seems to be the same load of poo that other people have heard). He explained that we were no longer under contract with our previous provider, and convinced us that the equipment was all our own.
More than that, he wouldn't go away so that we could discuss the situation. We even asked him to leave and he went out the porch! So we finally signed the contract. He had the system installed within the hour, and all was "well" until our alarm was triggered three days later.
Turns out he had failed to mention that we weren't being monitored by Pinnacle, but by another service we'd never heard of, and the alarm system had been set up in installation mode, so that my wife and I weren't notified! (Luckily nothing was taken...) My wife read the riot act to a Customer Service Manager named Thomas, and that was the end of that.
We finally got around to cancelling the other service at the end of January. They called to ask when they could pick up their equipment... Which was either re-purposed or thrown out with our "upgrade." They let us know that it was leased equipment and it needed to be returned to them or we could pay them $1300.
So to Pinnacle we went. We spoke with Brianne in Customer Service. She mentioned that Devin had several complaints about him, so my complaint would have to be recorded and sent to Legal for review. I asked for them simply to relase us from the contract as recompense for the issue.
I got a phonecall back from "Haley, " another customer service person last week. She informed me that I had signed the contract, so I could pay out $1200 or keep the service. Then her "supervisor" Adam said essentially the same thing, although he offer 2 months of free service for my inconvenience, but insisted that he couldn't release me from the contract.
I even offered them $500 to just go away, which was 1/2 of the contract buy-out, but he told me I couldn't do that, either.
I filed my BBB complaint—I can't believe they're members! —but haven't heard anything back from them, of course, and there's nothing they can do, either, so I'm stuck with this scum as my security company until 2010. Yuk.
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