Getting ready to sue
I have had this alarm company for the last 2 years. For the last 8 months I have requested cellular service because I discontinued my phone service. They never returned my phone call. At the end of my contract date, I wanted to discontinue service with them. I was informed that the contract rolls over to a yearly basis. I was not informed of this and the salesman stated that I was month to month after the contract ended. I am in the process now of hiring an attorney to discuss this fraud. STAY AWAY from this company.
A good company in the end
Csg has always done a good job on my entire families homes. They give all customers a NO SECRETS FORM unlike any other company outlining in easy to read language about their service agreement that you sign. Read the thing before you sign it people ,,the entire alarm industry is set up this way. If you die they can’t bill you in heaven or hell. And if you change your phone service its your responsiblity as the homeowner to inform them of such so your service isn’t interrupted.I read these complaints and they are mostly the customers fault most of the time. Just goes to show that it’s impossible to make everyone happy no matter who you are. When you get a cell phone it’s the same crap. free phone for a 2 or 3 yr contract. try and cancel and see what happens…..they dont play
No customer loyalty
I’ll make this plain and simple, CSG is the worst company you can choose!I was a customer for 7 years and I canceld my phone land line then I realized I had no security service.I got no call from them alerting me.Good thing I figured it out.Very big warning. Make sure you send a cancellation notice as soon as youcan,because i’ve been stuck paying two months with no service because of their contract,they go by month to month from first to the first of each month.I hate them so much.
“After 7 years this how they do me!”
A terrible company
well im was looking for a home security system. i called everyone but one is the worst.guess who….. central security!!! they cant even tell me my needs. i was just asking for features and price and i have to wait for days to get my answer???!!! what kind of a company are you!!! you can’t even answer a simply question. are you selling or just a fake company to irritate people. i haven’t bought your system and your the worse customer service ever!!!
Stay away from CSG
AVOID CSG at all costs!!! Their customer service is absolutely horrendous. I had a wireless system installed in my home about 14 months ago. During that time span I have had to call customer service on 6 separate occasions because at least one of my door contacts was not functioning properly. Everytime I called CSG I was informed that a service ticket was being sent to a local dealer, and that the dealer would contact me within 24-48 hours. On EVERY occasion, I waited at least 4 days without being contacted by the dealer, so I called CSG back to see what the hold up was. As it turns out, CSG does NOT follow up to see if the dealer actually contacts me and makes the necessary repairs. I recently called again about 2 weeks ago, and the dealer STILL has not contacted me. Bottom line…I have been paying for a service that has worked only about 50% of the time. One reason that we got a security system was to get some peace of mind, but we absolutely do not have that. Fortunately I was able to get a warranty included for free so I do not have to pay for the repairs, but all CSG cares about is that they know I have to pay for 3 years, so they don’t care if the service actually works or not.
Go with anyone else
There MUST be better alarm companies out there so DO NOT use CSG until you’ve checked around. When they installed the system they sent out a scuzzy looking guy in an car that didn’t even have their logo on it. He wore no uniform. He could have been anyone and he obviously didn’t know what he was doing. He taped some wires together – no kidding. The wires came apart pretty quickly and I called to get it repaired. I called several times to get it repaired. At one point the RUDE person on the phone said that they had called and set up an interview and I was not home when they arrived. That was a flat-out lie. I had been trying for months to get it repaired and I’m sure I would have written any appointment on my calendar since I really wanted to get it fixed. Plus, at the time, I was working from home and was in my home office all day, every day. No one came by to attempt to fix it. They finally did fix it but the people on the phone were very rude and un-business-like.
So, when I put my house on the market and called to cancel the service I was informed (read many similar stories here) that I had just passed the point where I could have done that. Now they are requesting that I pay up for the end of the year or they’ll turn my account over to a collection agency.
Here’s what I’m doing: I sent them a certified letter requesting a copy of the contract and gave them 30 days to get it to me via mail. If/when I don’t receive it, I’ll forward all the info and my complaint to the OK Attorney General’s office.
FYI, I won a similar dispute with AT&T many years ago using the same method. Let’s not give up. Theives should not be allowed to steal from US citizens under the guise of a corporation.
Don't choose CSG
I chose this company over ADT and I greatly, greatly regret that decision. I don’t care who writes what on these reviews but what I’m about too say is the truth and nothing but. This company is the absolute worst company I have ever dealt with in my life. I was a new home buyer and wanted my house protected and this is and never will be the company for that job. I have had problems with this company from day one. I have woken up to my alarm blaring at two in the morning petrified only to find out it is because of some problem with the system. It happened so many times that I became jaded by the darn thing had someone really broke in I would have been in trouble. It is nearly impossible for anyone to get an appointment for a service tech and that’s unacceptable. If someone is paying for a service that business needs to uphold their responsibitity of protecting that home.
If you can’t even get your system serviced how can this company say they are doing their job. i currently am without monitoring and that is unacceptable. This company has no problem taking your money and making promises they don’t keep but have a huge problem doing their job. I would never ever ever ever recommend this company. It is the absolute worst and might I add their service skills ie phone reps. are beyond disrespectful and flat out rude people. STAY AWAY from this company!!!!!!!!!!!!!!!!!
CSG is good for nothing
Beware! Don’t know what has happened at Central but they are definitely not the best in my eyes. My home was broken into on July 11th, the representative decided to place the status for our triggered alarm system on partial clear for 60 minutes giving the burglars plenty of time to take at will from my home. No one at Central has been able to explain why the ball was dropped. Why pay for a service if they are not going to hold up their end of the contract? The representative did kindly let us know that we were locked in based on the automatic renewal clause! Thanks for nothing Central. The criminals sure have one up on you.
Keep away from CSG
Do not use this security monitoring service. Their proceedures for closing your account essentially never allow you to close your account. The following has been filed with the BBB as I can not get the situation resolved.
My issue is when I decided to no no longer use Central Security Group for our alarm monitoring. I called their office and told them that I needed to cancel my account. The told me that I needed to send a letter in writing to do so. I did. They continued to bill me.
We called back and found out that they automatically renew your account whether you want to or not and they do not give you notice that it is occurring. After calling them again we were notified that we have to pay our bill in full for the renewed contract and then it would be closed. At that point I prepaid the final months of the account and they told me it would be closed at that point. 4 months later and they have billed me again. I call again and the guy tells me there was an error and that they would take care of it and assures me that the account is closed. All of this is leading up to today, a month later, and they have now renewed my account and charged me a full month.
Again, I call and now they will not allow me to speak to anyone in their accounting department unless we can tell them our pass code which we no longer have. I ask to speak to a manager and they would not allow anyone to speak to a supervisor unless they can verify our code. I ask to speak to the accounting department like I have the past 3 calls and the again tell me they will not allow me to speak to anyone without verifying the code. At this point I am now continuing to be billed for security monitoring that I do not even have in my home after being assured that our account has been closed 3 separate times. I strongly advise that you do not do business with this company as you can never find a way to stop paying if you decide to stop using their service.
Don't get ripped off by them
The following statements are my opinion, I think this company is a huge ripoff!!!! They hide behind the fine print in the contract and take money without earning it. The state or federal government should step in and investigate the way they do business. It is not in your best interest to sign any kind of contract with this company. I would NOT recommend this company. I was trying to protect my property but instead got ripped off by the people who said they were there to watch out for me! If you take money you do not earn that makes you a thief!
A company of crooks
Central Security Group is a terrible company to do business with. It does a good job on the alarm side from my perspective. We had the service for two years and eight months, and then we moved. As has been mentioned in other reviews, they refused to accept three or four phone calls to cancel the service. I called them again, and went round and round with the guy. Finally, he gave me an email address I could submit the cancellation to. I did it that day–February 28, 2011, the day our three years expired. We paid the four months’ fees for nothing to finish out our contract. Now they say that because we didn’t give them 30 days’ written notice, we have to pay them for another year. They are crooks. Our house is up for short sale and our credit is already ruined. We told them to get in line.
Do not deal with CSG
Avoid Central Security Group and their Dealer Vertical Security Group like the PLAGUE!
I purchased a 3-year contract believing I was being serviced by Central Security Group.
Central Security Group only performs the MONITORING.
It does NOT own your contract!
Needless to say none of this was told to me prior to my purchase.
I was also told that the system supported Honeywell’s TotalConnect mobile software.
However, I did NOT receive ANY documentation of this software feature from my dealer.
I complained MULTIPLE times to Central Security Group and Vertical Security Group that I received ZERO documentation of this feature.
This is how I found out that my contract is owned by the DEALER.
FYI, Central Security Group does NOT support Total Connect.
Central Security Group has a website that is as helpful as screen doors on a submarine! IT is completely worthless for customer support.
Furthermore, Vertical Security Group, the dealer, does NOT even have a website!
I should have purchased the Alarm System from Comcast.
At least I would have competent support and a company that stands by their work.
Company has been no help
I have been trying to terminate my contract with these people for 90 days. They always have an escape by claiming it takes a special form which they will not mail me.
Very satisfied with CSG
People are absolutely amazing. Want a FREE alarm system and cancel at any time. Here is a new one people, live up to your commitment. Maybe Obama will come out with a bailout for you guys.
Not happy with CSG
Not happy. We’ve been with this company since 1998 and were paying a ridiculous amount per month for the monitoring. In 2009, I called and got our rate lowered to $14.95, plus $5.00 for the extended warranty. We just moved and I called to see if they could monitor the new house and asked if everything would stay the same. Yes, it will. They came out and installed, gave us a new contract, and there we go. However, in looking at our bills, I realized that the rate went up $5.00 per month.
Granted, I should have known what we were paying, but it comes out of the bank automatically. Considering it is the same company and I asked about everything being the same, I made a bad assumption. I called to see if we can get it changed. Nope – sure can’t. They won’t work with us at all. We could go back down to $19.95, but we lose the warranty. I asked about an early termination fee. They don’t have that. You have to pay our the entire contract!!!! I’m so frustrated!!!!! We are basically just stuck with no options. Definitely not the kind of organization we want to do business with. The sales rep is nice, but customer service is severely lacking.
Keeping my eye on them
I’ve been using Central Security Group now for a little over 3 years. Early March I discovered my contract was up in February so I emailed the company an email cancellation on 3/15/11. They got my cancelation, but said they need to charge for April as well before thet could cancel even though I requested immediate cancellation. I went ahead and paid them through April 30th and they said on that date they will cancel the service and send me a cancelation letter for my record. So, I’m waiting to see if they will do what they have said and what I have requested which is to cancel the service. If they start playing games then I will seek other action. I will post an update shortly after April 30th.
Getting a lawyer ready
Central Security Group is a fraud! I used their service in Arkansas and then moved to Michigan. I had only used their service for 3 months when we moved. They then informed me that I could cancel my service, but I had to pay the remaining 2 1/2 years on my contract even though the contract said that they would transfer my service. This is theft! They need an alarm against themselves! I had to pay $1,500 for 3 months of service. I strongly recommend that you go with another company. I now have to hire an attorney.
Customer service is a joke
This company sucks. I have had their subcontractors working on my alarm for two years. Most of the time it would die the next day or it was a part that need to be order. The whole time central was billing me for service that I was not receiving. I admit that a should have bailed on them sooner, but my other provider went out of business and I figured Central must be reputable because they are so big. So, today I had another alarm company look at the alarm. He told me that the motherboard that the central had replaced initially was fried because it was hooked up wrong.
Good luck with customer service, I think they have perfected the art of the run around. I have cancel my service. You can cancel it any time before the contract expires, but at least 30 days before. I still have to pay six months,but at least their is an light at the end of the tunnel.It was entertaining to read the positive comments. Give me a break, certainly their PR dept can do better than that. Do what I did cancel you contract via fax and verify that they have received it. Then go to the BBB and file your complaint. Did I mention this company sucks?
Done with their service
Lets say I am not giving CSG a glowing recommendation! When I got their service, I signed a 3 year contract which I moved during that time – and of course I expected the service to transfer. I did not expect the contract to renew upon moving, but I still stuck to my end of the bargain and fullfilled the 3 year contract. But then I go to cancel, called them up and informed them I wanted to cancel and they informed me I had to notify them in writing. I did so – but they claimed they never received the notice and the contract AUTOMATICALLY renewed for another year. And during that time, there was a day when our front door was not locked and was not shut very well but we turned on the alarm and the wind must have blown the door open. After being gone several hours, we arrived at home to find a note from the City of McKinney Police Dept stating that our front door was wide open and they came and scope things out. The alarm went off and the cops was sent out but we were never notified that someone could have broken into our home. We did not find this out until we arrived at home to find the note from the cops who were dispatched out due to an alarm response!!! I’ll never do business with this company again.
I canceled their service after the contract was up and they gave me grief about canceling even after the contract had expired.
They do not do a good job
They may be good in responding to alarms going off, however, do not do anything to make the system work accurately. I live in 20yrs old house, therefore added warranty to my policy, I am having problems with contacts and wiring that they are now telling me to get my problems fixed or changes contacts to wireless which each cost $90. I have 30 windows & doors. That is more than the whole 3yrs contract I sign up with them. You call in for warranty coverage and the employees answers are “Sir, my job is not to provide services that cost additonal $ to my company”. Why the h*** do they even sell services that they can not perform. Anyways, I now have sercurity system that is not working properly… yet, still collecting bills from me. I plan to sue them if anything happens to my home.
Not dealing with CSG any longer
The service was great at first, then it became useless and a waste of money.
First we had to sign a three year contract, which I suppose is understandable to cover the cost of installation and hardware. Then I discovered that they used to phone line to a bedroom as the security line, even though there was a separate phone line labeled “security line” in the junction box. Then we learned that our alarm had somehow been tripped while we were out shopping and had been going off for at least 45 minutes. We were never notified by the service or police, but did get the standard disingenuous apology when we called for an explanation.
After our three years were up we called to cancel. Unfortunately for us we were a month late and were told we were automatically committed to another year. “Read your contract,” we were told, and there in the fine print, it was. Stupid me. The service has been none existent this last year. A few months ago I removed the now useless room motion detector to make room for a surround sound speaker. TWO WEEKS LATER they contacted us with information that the integrity of our system was compromised. TWO WEEKS!!!
To make no mistake, we called in advance to inform them that we would no longer need their service and we will call often to remind them. I have notified my bank and have stopped payment to this company. Sad that I have to take these measures but I no longer truth them – a security company I trusted our lives and belongings to.
We have a dog now.
Do your homework and choose someone else
Do not use this service for your security needs. They have been out four times to fix the alarm system at an offsite location for my business. Each time they charge you a separate service fee, give you some excuse for what the issue is and then want immediate payment. Another 450.00 later I still have no security system that works properly and was then informed it must be the wiring at the building and I need to consult an electrician. Why didn’t they tell me before I spent over 400.00 on a system that they couldn’t fix. When asked if my contract could be cancelled because they I don’t want to pay for a service that I can’t use I was informed again that was not their problem and contract was due in full. This company is a scam, their customer service is ridiculous and really is not a form of service at all. Do your research, sometimes paying a little more upfront for a reputable company to handle your security will save you alot of money in the long run.
Duped into long contract
Like others, I was not told that the contract automatically renews after the initial 3 years. I never received notice that a one-year extension was added to my contract. When I called to cancel the service because we had moved out of the house, I was told I would have to pay the rest of the one year contract or pay $100 to get out of the contract. Very underhanded business practices here. Don’t use CSG! I was also told that I would have yearly maintenance done at no charge. Never saw anyone from CSG after I signed the original contract. Do NOT use this company for your security needs.
Contract never ends
I was told I could cancel my contract with CSG after the 3 year period at any time. What I wasn’t told is that CSG automatically renews the contract for one year without prior notice to renew of cancel. And, if you hadn’t canceled it prior to the end of the 3 year period, it continues for another year. I have moved and tried to cancel the contract but was told I could only cancel prior to end of the “new” contract and now have to continue to pay for a system that I now longer have or can even use for 10 months. Had I been told it renews automatically I would have made sure to cancel prior to the contract automatically renewing. Their service repesentative never told me the contract automatically renews and I was told I could cancel any time after the 3 year period. CSG is deceptive in its practices and should insure their service representatives inform its customer that the contract automatically renews on the 3-year anniversary date unless cancelled prior to that date. Will never recommend CSG to anyone!
Always had good service
I have had Central for 3 years and feel the service is great. I moved (after one year with them) and they gave me a new system in my new house for free! (as stated in the contract.) I save lots money every month thanks to them and am very happy with the customer service. I read the reviews but I understand NO ONE can run a national company for the public without some sort of backlash.