- Report: #460210
Complaint Review: Castle Rock Security - Arlington Heights Illinois
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Castle Rock Security
2101 S. Arlington Hts. Road, Suite#150, Arlington Heights, 60005 Illinois, U.S.A.
Phone:
402-614-0816
Web:
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Castle Rock Security - Castle Rock Security - Information not conveyed on canceling contract-Auto renewal for 1 year - Arlington Heights Illinois
Unable to cancel service after end of 3 year contract term. Called customer service number 1888-247-4080 a couple of months ago, I was told to send letter 30 days of notice. I was never told of auto renewal of contract or I would have sent letter that day!
I called again today, June 9th to cancel, get fax number to send written notice. This was after about a 10 minute hold, spoke to a representative and told her I wished to cancel my alarm monitoring. I was told that since I did not send a letter 30 days prior to cancelation of contract ending on June 17, 2009 the contract was automatically extended for another 12 months. I was irrate, this is absurd. I know of no other reputable company that would not send correspondence to this affect or at least have told me that on the last call. She told me the "were not any other company". We had some heated exchange of words that I do not usually use, but I was totally shocked by the complete unreputable scam of an operation this is!
This is similar to other peoples experiences/information -that my contract had automatically renewed for another full year because I failed to send in written notice of cancellation 30 days prior to the end of my 3 year agreement missed by 3 weeks?). This is even though I called over a month prior and notified the rep that I wished to cancel over the phone and was not made aware that the cancellation needed to be written or it would automatically be renewed. This company is clearly running a scam by extending the contract another full year and by making their customers jump though all these hoops to cancel.
I am so upset, I can no longer afford this service and was waiting to cancel this account. I have not used the service for over an year. I am paying them for a service that they are not providing. I have contacted the Better Business Bureau, written letters to Castle Rock, cc'd the CEO Brian Johnson. I am hoping that this company will have the ability to do the right and honorable thing. They are like snakes in the grass! This is such a dishonorable way to do business. If I ran my business like this, I would be out of business in no time - which will probably be the Karmic direction of this company.
Nancy
Omaha, Nebraska
U.S.A.
I called again today, June 9th to cancel, get fax number to send written notice. This was after about a 10 minute hold, spoke to a representative and told her I wished to cancel my alarm monitoring. I was told that since I did not send a letter 30 days prior to cancelation of contract ending on June 17, 2009 the contract was automatically extended for another 12 months. I was irrate, this is absurd. I know of no other reputable company that would not send correspondence to this affect or at least have told me that on the last call. She told me the "were not any other company". We had some heated exchange of words that I do not usually use, but I was totally shocked by the complete unreputable scam of an operation this is!
This is similar to other peoples experiences/information -that my contract had automatically renewed for another full year because I failed to send in written notice of cancellation 30 days prior to the end of my 3 year agreement missed by 3 weeks?). This is even though I called over a month prior and notified the rep that I wished to cancel over the phone and was not made aware that the cancellation needed to be written or it would automatically be renewed. This company is clearly running a scam by extending the contract another full year and by making their customers jump though all these hoops to cancel.
I am so upset, I can no longer afford this service and was waiting to cancel this account. I have not used the service for over an year. I am paying them for a service that they are not providing. I have contacted the Better Business Bureau, written letters to Castle Rock, cc'd the CEO Brian Johnson. I am hoping that this company will have the ability to do the right and honorable thing. They are like snakes in the grass! This is such a dishonorable way to do business. If I ran my business like this, I would be out of business in no time - which will probably be the Karmic direction of this company.
Nancy
Omaha, Nebraska
U.S.A.
1 Updates & Rebuttals
Jen
Garland,Texas,
United States of America
Outcome
#2Consumer Comment
Sun, July 11, 2010
This last week I had an experience almost exactly like yours. I am curious to know if the company did anything positive after you filed your BBB complaint. I did the same thing and have already faxed my letter to the company to stop service that should have ended 7/26/10, but customer service states that I now owe throught 7/2011.
Like you, I can no longer afford this service as I am relocating and am currently paying for two residences. With this occuring I am trying to cut all unneccessary expenses and thought I was giving plenty of notice when I called.
Any information you are able to provide about the outcome of your claim would be very helpful.
Thank you in advance.
Sincerely,
Jenny
