Complaint Review: Pinnacle Security - Orem Utah

on the 22nd of April 2007, a technician from Pinnacle Security came out to our house to install a previously agreed upon home security system. It was for a cell unit. Even though we had discussed and requested a cell unit, the technician showed up with the wrong equipment and wasted the time of my wife and I who had taken off work. They came back on the 26th of april, and finally installed the correct system, but without an 80lb motion sensor which was agreed upon.

Instead they installed a 40lb sensor upside down and stated that would work fine even though we had a 40lb+ dog, and told us they don't even make an 80lb sensor. We called the salesman/service rep, Nathan Neville, who we had worked with to complain about the system and the false information we had been given, but never received a phone call back or a response.

On May 13th our system malfunctioned and we called the company to inform them. We found out that night that the sensor that was installed upstairs, wasn't even working. We were told that we would get a call back the next day. We never recieved a call back, and we called again on Tuesday the 15th, AND Wednesday the 16th and got no response.

On Thursday the 17th we finally received a call back from Nathan. Nathan discussed all the options available to us and told me a technician would be at our house on Saturday the 19th to correct all issues. I was not given a time, and I asked Nathan to call me back and let me know what time on Saturday the technician would be there. I never receieved a phone call and the technician never showed. I was expecting a phone call and explanation on Monday the 21st as to why they never showed up, but it never happened.

On Tuesday, May 22 I called and spoke with Annette, a customer service rep, and requested to speak with a manager. She told me no one was available, but she would connect me to her manager Jessica Stevenson's voice mail and I could leave her a message and get a call back. I recieved a phone call from a rep at 2:30, and she said she was not a supervisor, so I told her that I wanted a supervisor and to have them call me.

At 4pm a customer service rep called me, and she said she was not a manager. I told her I wanted to speak with the service manager Jessica Stevenson. The rep told me that Jessica Stevenson was not a serivce manager and that she had transferred. The rep then refferred me to William Hale who she said was a customer service manager. I left him a message then, and again on Wednesday the 22nd. He never called back.

On Thurs. the 24th, I called back and spoke with Megan, a customer service rep. I explained my numerous attempts to reach a supervisor, and how I had been told that Jessica Stevenson had been transferred. Megan told me that was incorrect and that Jessica is still a manager.

After finding out I was lied to, I told megan to have a manager call me. At 4pm on thurs. the 24th I spoke with "Greg" who is the Service Dept Manager. I explained everything that had happened since the beginning, and that I felt they had not properly honored their end of the agreement. I requested that due to the lies, misinformation, and lack of service, not to mention a faulty product, that the company terminate our contract and refund our money. I even agree to pay one months service for time elapsed.

Greg declined and stated that even though the company "could" terminate our contract, that they would not, and that if our contract was cancelled they would make us pay 75% of the fees for a 3 years contract which would end up being over $1200.00, even though our initial cost was only $525.00 with a $44.99 per month charge.

We have been in a dispute with this company for over 2 months now. We have involved the Better Buisness Bureau and Amercian Express. AMEX got our inital $500.00 back, but Pinnacle refuses to cancel the contract. Even thought they are aware of our complaints, they keep having tech guys call us. "Sean", the most recent one, said he was the Regional Tech Manager for Pinnacle, but he would do nothing concerning the contract. The supposed "higher ups" who are evidently the only ones who have the power to cancel a contract, will never call us directly.

There are a number of better companies out there. DO NOT DO BUISNESS WITH PINNACLE. You will be told every lie necessary to get you to sign up, and once you're locked into the 3 year contract, the service goes away. It's a big sales scam!

Justin

roy, Utah

U.S.A.