Stuck with rotten company
Horrible company, lousy customer service. I cancelled with a letter in 2005. I’ve still been paying because of being in contract with them and never once heard a word from them. I put a stop payment with my bank and NOW they contact me. And, even though I sent a letter, they said they never received it so they will send my account to a collection agency. Never have I delt with such a dishonest, crooked company.
A deceptive and unethical company
Central Security Group has very deceptive and unethical business practices. They also have very poor customer service and very customer unfriendly policies.
I’ve been with this company for 1 1/2 years and things have been ok until a couple of days. Last week the sensor on the front door came loose and fell. I called Central Security Group to order warranty service for the sensor. Yesterday the tech came out to look at the sensor and said I would be charged to get it fixed. He stated that the sensor fell as a result of operator fault (i.e. opening and closing the door) and would not be covered under normal wear and tear warranties.
I called Central Security Group to explain that doors are made to be opened and closed. And because it is the front door of a business, this opening and closing action takes place over a hundred times a day, 7 days a week, 365 days a year. So if a sensor attached to the door falls off, it is due to the installation and it is normal wear and tear.
After being transferred to three different people, each time being put on hold and each time explaining the whole story again, the last person could not do anything for me and just transferred me to a voice mail while I was in the middle of talking to her.
I agree with an earlier post: if I found this site a couple of years ago, I would definitely not hire Central Security Group. They have unethical business practices and do not care about their customers. Another year and a half, I will write a termination letter, get it notarized, and send it certified, signature required, return receipt. (I do believe that they are capable of “losing” the notice after they’ve already automatically renewed your contract).
Keep yourself away from CSG
DO NOT, I repeat, DO NOT contact this company to secure your home. They are horrible, at best.
The customer service they claim to pride themselves on is absolutely without merit. I have received better customer service at the carnival. We had problem after problem with them, our first clue to run should’ve been when the technician could not complete the install because he didn’t bring all equipment needed. After rescheduling what should have been already taken care of, the technician failed to show or call. This happened repeatedly, but never did my husband and I not complain to upper management and each time they assured us it would be different the next time, but it wasn’t.
We requested to cancel our contract and a refund for the horrible services rendered and our original alarm equipment be returned. We were told the steps that needed to be taken. YES, I did just as they asked but it seems that the staff refuses to return our calls, our money and informed us that our equipment has been thrown away. Any information we’ve received regarding the matter or in response to voice mails we’ve left for the office manager and the owner himself, have been conveyed through a dispatcher, who never seems to know anything. The office manager and owner are the same individuals who claimed to make us satisfied customers, but have failed to do so. If a company is managed by poor personnel, I guess you shouldn’t expect anything different from its owner.
I could go on and on about the dealings I wish you and other readers would not have to adhere to but it would take too long.This experience has taught me a valuable lesson in shady business.If you are solicited by or even referred to this company, RUN, as fast as you can.
Much happier now with CSG
After having ADT and Brinks for the last 10 years, it sure is nice to be with a company like Central Security Group. They have the fastest response times of any alarm company. The folks at Central are nice and professional. My alarm contract renewed for one year but I had already read that in my contract. It is not Central’s fault if you are dumb. Just my two cents worth.
There's a reason for all the complaints
I have got to side with the many complaints about this company. They are VERY shady in their practices!!! I cancelled my policy in writing as told that I needed to do, with the agreement that I would pay the rest of my contract as I signed I would. But they waited until within 30 days of my contract expiration to claim they had not received my written request to cancel my policy with them. They are liars, and very rude. Not customer oriented at all!! If you are looking into service with them, I would HIGHLY recommend that you go with another, more reputable company. I hope that at some point this company does what it is actually intented to do and protect its clients, instead of lie and steal from them.
Trying to sue CSG
Please read this and let me know if anybody knows of a class action lawsuit starting or if anyone is interested in discussing this. Please email me at firstname.lastname@example.org if so.
I also have been a victim of this company’s unethical business practices. When I was first sold, a guy came to my door selling ADT packages. I was told I would get 18 months free and then have to pay for the other 18 months. The installed came out and after they were done, they hammered in an ADT sign out front. A week later, the sign had magically been replaced with a Central Security Group sign.
I realized a few months into the contract that I was being charged. I called their customer service to complain, but was told that the contract did not reflect this and I was responsible for paying. About a year later, I sold my old house and moved into a new one. I contacted Central Security to cancel my contract, but they said I still had 3 months remaining and they would be glad to install a new security system in my new house. 3 months later, I called to cancel my contract and I was told that I signed a brand new 3 year contract!!!
There were never an discussions about having to sign a new 3 year contract. I would not have had the 2nd unit installed if I knew this. The company has refused to work with me on this. We must work together to end this fraud!!
The few positive reviews on the internet about Central Security Group were clearly submitted by employees or the owner of this company. Let’s not stand for this any longer!
Central Security Group has not resolved any of my issues and was not willing to work with me. I am currently looking into legal actions against them.
Remember all the people who don't post
Everyone vents here when they are upset, but the fact is that the 99% of people who are happy with Central Security just carry on in life with no need to vent. So reading these reviews are just rare occasions out of the thousands of happy campers who have Central Security. I recommend Central to everyone who wants to protect their family.
Installation was terrible
Faulty installation caused our land line phone system and security system to malfunction. AT&T lines into the home were tested good. Seven months went by with no ability to monitor. CSG continued to draft my bank account each month for payment. After several calls I was told that I had to notify them in writing to stop the draft, which I immediately did. Bank draft stopped, received a bill for over $800.00. Told them I would not pay it, they turned my account over to a collection agency. Asked that they repair the lines as a result of faulty install and I would continue service, they have refused. I’m now suing them. It’s not the money, it’s the principal. I can read a contract and so can my attorney; CSG is in breach of our contract by failing to provide monitoring. Frankly, I don’t care how much I have to pay in attorney’s fees, they will not get another dime of my money. Run, don’t walk, away from this company.
I got an alarm system from this company about four months ago.
Since then, the alarm goes off non-stop. It even goes off when it isn’t even set. This causes the police to respond to our residence. After the third time they responded, I got a bill in the mail for $85.00.
I have tried to call CSG to get help with the problem. I had a technician come out, and he told me the alarm was fine, but he told me I should not use the motion sensors because that is what is causing the alarm to go off. Four months earlier when I bought the alarm system, the salesman told me I needed to buy a second sensor because of the layout of my house. Now after I bought it, I am being told not to use the sensors at all.
I tried to call their customer service, and I just get the runaround. I was told to e-mail a specific person. I waited over a week for him to respond. When he hadn’t responded, I called CSG and asked for him by name. They told me he had just left the office and was going of vacation for the next week.
Needless to say, this is the worst alarm company on the planet, and I will cancel my contract as soon as I can and never recomend them to anyone else.
After a few months, CSG has done nothing to fix my problem, and they have never even returned any of my phone calls. I can’t wait for my contract with them to be up.
Don't let them trick you int signing
Never, Never and Never sign contracts with Central Security Group. First of all, I agree with another customer, the salesperson is a liar. He lied to us that we can cancel the contract any time without penalty. Second, the customer service supervisor lied. We called them in 2009 and were told we needed to cancel it in March 2010. One week ago, we called and they said that we need to cancel it in Feb. We have to wait till 2011 to cancel the contract, because they have automatically renewed for one year withtout any notice. Third, they are really rude!!! Don’t be trapped by this company. Unhappy customers get united to stop this unethical company to hurt the others. Tell the people you know about your worst experience with Central Security Group.
Read the contract
To all these consumers that are griping about the one year renewal clause should read their contracts. It says it on your contract IN PLAIN ENGLISH! It also says it on the certificate that you provide to your insurance. Every alarm company, i.e., ADT, Broadview, Protection One have automatic renewal clauses. You shouldn’t sit there and smear the name of the company because you failed to read the contract while the 3-5 hour install was being performed.
Pleased with everything so far
I have had the monitoring system from central security group for about 4 months now. So far I am very pleased by their customer service. I have had to call them couple of times for different purposes.
1.) When I accidentally unplugged the tech box and my cell module stopped working. I called them and they picked up almost instantly. The lady on the call patiently helped me to resolve the problem and tested the system before hanging up.
2.) When I accidentally opened my backyard door and my alarm went off, I dis-armed my system however I wanted to make sure that they did not send the police in, this time also they picked up almost instantly.
So far their customer service has surpassed my expectations. I did lot of research before selecting an alarm monitoring company and I am glad that I chose this company, I hope that they wont dis-appoint me in future.
Just read the contract
Wow! Plain and simple CSG is paying for your alarm upfront so you don’t have to pay $1000’s. For that Central Security Group wants your service, for at least 3 years. This way they help you out and maybe save your life one day. If you feel you can’t deliver on your end of the agreement don’t agree to something. Instead use option #2. Option #2 is go buy a system pay for installation and you are free and clear and out the $$$$ upfront. Funny though, most companies will still have a contract for you to sign to monitor it! Nice free and clear system. This “I didn’t know about somthing” response.. Hmmmm, READ WHAT YOU SIGN!
And yes read it all I promise it will help you in life. The contract I signed today had a renewal clause it’s written in plain English on the contract on the front in big bold letters. To emphasize this point it’s included within the FIRST TWO SENTENCES! CSG has been in business for close to thirty years. And with an A+ on the BBB. Check complaints of other companies you will see how important this statement is. Read your contract BEFORE you sign it! Almost every complaint about Central Security Group could be avoided if you read your agreement. I assume this is what the other 99.9% of the happy people did.
A very unethical company
Central Security Group is highly unethical in their business practices. Any change to your service and you MUST sign another three year contract. The salesman that came to our home LIED!!! Not knowing that we have been lied to we call after having our service for a year to make the change, that we were told would be no problem and a small monthly fee would be added, to find out that installation for the change is $250 along with a service call fee of $89 and a monthly fee of $20 would be added to our monthly bill. Absolute BS from this company, they are LIARS!!!
Totally unable to leave
Another frustrated “customer”… we’ve tried multiple times to cancel our 3 year contract, which was up in June 2009. Our first call we “too early to cancel, call back in a couple months”, then we try again to cancel. Nope we can’t cancel because you have to be within 30 days of your contract expiration – call again at a later time. They didn’t bother to tell us that if we forget to call by even a single day past the last day of the contract we get renewed for an ENTIRE YEAR. This company is very deceptive and after an obvious earnest effort to cancel, they screw us with YET another year and threaten collections if we don’t pay – even though we’ve not stopped any payments (yet). I will never do business with this company again. And as a real estate agent, my clients often ask which company I use so they can get a referral for their services. You guessed it, I will be recommending other services in the future and offering up my personal experience. One wrong move and it will certainly cost them future business.
We still have not been able to cancel our service – EVEN AFTER WE SOLD OUR HOME. We’re being billed for a service on a home we no longer own…. They still want to bill us through OCTOBER 2010. If they don’t cancel it I
will block the charges as unauthorized. They are horrible, horrible, horrible and completely condescending over the phone. I will never EVER go anywhere near this company as long as I’m alive.
This company is a sham
I need to cancel my service because I am moving. My initial 3 yr contract is over. It turns out that the contract is automatically renew for an additional year at the end of the contract unless I contact them in writing. I guess that I should have read the fine print closer. The representative was very quick to quote the contract. Sounds like he does it all the time. AND, this is a side note…my house was broken into while they were monitoring. THEIR GLASS BREAK MONITORS DID NOT WORK!!!! And of course, they are not responsible.
They have been a great company
I have had this company for three years and had no problems. The service has been outstanding and the equipment works great. They are prompt at calling at alarm activation and answering questions. I now am renogiating my contract at a considerable reduction after price matching it to another company and still have my warranty.
I have renogotiated my contract for 7 dollars less for another year and still get the same prompt service. They did play hard ball with negotiations but we met in the middle. I would still recommend them to anyone.
Such a rip off
Wow…really bad experience with these folks. I would avoid at all costs. Highly unethical business practices following attempts at cancellation. When I called to resolve they attempted to blame me for the issue. They wouldn’t send a copy of my contract. They would not return calls. They wouldn’t explain the “automatic reupping” process. We hadn’t heard from them in the year since we moved residences, but strangely they found us just 20 days after the “reup” took effect for another year at 300 bucks for a house we no longer own. Man, I wish I could generate revenue streams like that: getting paid for providing no services!! Sweeet!!!!
They totally lied about deal
I was sold on CSG when I compared products, and then was offered 3 free months. Well, the 1st month I got charged. I called and they fixed it. 2 months later I got charged again. Called again, and they fixed it. A month later I was charged again. Called, again. Supposedly fixed, again. I am now dealing with this problem once more. They told me in June that I would actually get 3 months free and that I had a 0 balance on my account. Now they are saying I owed over $50. I would not ever use this company again. Spend the extra money for ADT or another reputable company. Terrible service!
This company is not worth dealing with
Central Security Group (CSG) has the worst customer service I’ve ever experienced, and the company does not honor the extended warranty.
I experienced a power outage in my neighborhood on September 03, 2009, once power was restored the home security system began to sound continuously for 3 1/2 hours. Central Security Group was unable to monitor my home for 10 hours and never called to inform me that a signal was lost or attempted to trouble shoot the problem. I called them to inform that the system was down!
I requested repair services to identify the reason for the problem. I was informed that the next day for services would be 5 days from 09.03. When I insisted on having the services sooner the customer care rep stated “well your gonna have to wait for a few days”. I insisted to have a repair person provide services sooner, the rep stated, “it’s not gonna hurt to be without services for a few days, that won’t hurt ya.” The customer services rep ****** from the local office called to inform me that my appoint was cancelled/rescheduled, that her service technician called off and no one would be able to repair the system until Thursday or Friday of that week, leaving my home unprotected for 8 days. ****** was insensitive, unprofessional and rude, she refused to look for another technician to provide services and bluntly stated, “that’s your problem”.
Once a repair person showed to my home he took a look around, reconnected the battery and then stated he would have to charge me $65 and hour + parts to install another system, he then stated that my home was “struck by lightning” and the warranty did not cover that. He is not an electrician so I asked him to prove my home was struck by lightning, I informed him that there was no evidence that my home was struck by lightning, my breakers were fine with no other problems in my home. As ****** so eloquently started, I am now just “stuck with the contract for three lousy years, and that’s your problem”. Trust me, don’t use this company!
This is absurd
I had no problem with Central Security while I was in Houston. I had to go back to Mexico because of job changes, and Central wants me to keep paying even if I don’t live in the country. I don’t have a phone line and I don’t have money to pay. Isn’t that bad?
Nothing but problems with CSG
At the Houston Home Show in February 2009 we signed a 3 year contract with CSG’s Agent American Best Security.
We had ADT Service and the Company ADT bought Wells Fargo, and the Company Wells Fargo bought Affordable Security for 15 Years. We had no problems for 15 years but the equipment was old and ADT was providing new equipment for new subscribers only. The Salesman for American Best (no longer with the Company) told us CSG was a sister company of ADT (that is not true) but the monthly cost was less (that was true). Then the nightmare began. The ABS Installer (no longer with the Company)was four hours late in coming in for the Hour and a Half Installation with no calls as to why he was late. He didn’t complete the job becaue he was missing a part and would have to come back the next day. Next day he came in with the part but couldn’t get the 2nd Keypad to work. A few days later a supervisor of ABS came in to finish the Job and found a dangling wire to the keypad unconnected and that made the System work. But the Supervisor also found the Fob we purchased was programmed wrong which he allegedly corrected.
On June 28 2009, the Houston Police came to our house because a silent alarm went off, and I found a note on the door from HPD and I called CSG to report and a Technician would check the System. On July 3rd 2009 the silent alarm went off again and 4 squad cars with Police guns drawn circled our house and a neigbor who has a key let them in and they found no one, so again I reported to CSG and asked when is the Technician coming. He came in on July 9th and spent an hour and a half and found faulty programming and a defective fob.
On July 14th a bill for $100 came from the Houston Police Department for the second call. There was no negligence on my part but incompetent programming and a defective Fob. So I called CSG and asked for a name of who I can talk to about my problem because CSG’s Web Page contains no names. The name given me was ***** *****, Central Security Dispatch Manager and his Fax Number. I faxed the $100 bill and a cover sheet with data. I tried calling (him) 5 times, left a voice mail message which he never returned. Also I talked to 5 women at CSG which was a complete waste of time. Today I received a letter on plain paper, not letterhead, from ***** ****** informing me the Company, CSG would do nothing for me even though I believe there was negligence on the part of their agents and providers. CA stated equipment installed only had a limited liability of 90 days, the extended warranty that I have this situation did not count. He also stated he found no fault in the dispatch center in the fines that were drawn. He also warned me that CSG would pay no fines or penalties if I do not pay the HPD.
His last line in his letter was “This letter in no way implies that Central Security Group is liable for your false alarm charge”. ****** ******** is a typical American Manager with no concept of Customer Service, hiding like a coward behind his Voice Mail and refusing to speak with me. Since CSG is going to do nothing, their equipment is foreign made, they might just as well outsource CA’s work too.
Potential Customers of CSG need to do research and read the fine print before signing on with Central Security Group, Caveat Emptor (Buyer Beware). Remember the Salesmen who sold us the equipment (Gone from ABS). Stiffed us on a $100 referral.
They have been horrible to their customers
My husband signed an agreement with them when I was out of town, and ever since then we have had nothing but trouble.
First off he signed an agreement to have his bank account auto drafted and yet they did not pull any payments for three months. When I went online to update the card they pulled 4 months out on the next billing cycle to make us current plus late fees. Then a few months later they double charged my card.
In October of last year our phone line went down and after it was repaired we called CSG to test the alarm and found that they have not received a signal from our alarm in 4 months but we have been paying for it anyway. One technician came out in November to look at the system and said there was nothing he could do but he wouldn’t charge us because someone else was going to have to come back out and look at it. We had to wait another 2 months before they would come back out and we had to pay the January bill before it was even due in order for them to come out. Then the technician called into dispatch and told them in front of me that it was a error in the actual system and under warranty not to charge us. I heard the lady in dispatch say “Are you sure because they don’t like when we can’t charge the fee.” When I got my next bill there were 2 service charges on there. I called and a superviser named Myra stated she would research it and call me back. Nothing.
Another month later when I refused to pay my bill until they corrected it, I was told that they were only allowed to remove one and even then they didn’t feel they should have to. I stated that I would not pay anything other than my monthly fee and was told “It didn’t matter. They weren’t monitoring my system anyway.”
I have since been disconnected due to lack of payment.
Pretty happy so far with CSG
Approximately six months ago we transferred our home security system to Central Security Group. The first installation technician apparently did not know how to program the system and thought that our previous system had some equipment failures. The second technician, who had installed our original system, came out the next day and corrected the installation and said that there was nothing wrong with any of the equipment. Since that time, the system has worked properly and is being monitored a lot better than our previous alarm company did. The only problem we have had is one the telephone system went out and the trouble light came on. Central even called us later to verify that everything was OK and to tell us that they had noticed the problem with the telephone system. The monthly charge of $19.95 is half what we were paying. So far, we are well pleased with Central Security Group.
They're happy to leave you unprotected
The lightning disabled our system and when we called customer service, the representative told us it would be be a week and two days for a tech to come out and reset the system. I was shocked! We did have warranty and if we needed him to come out the next day it would be an additional charge. I told her then we should just tell the burglers to wait till then to robb us right? She said do what you have to do. I feel trapped, going through another company is like starting over. We have no choice but to wait for them. Very very unhappy with their customer service.