Not happy at all
I had this alarm system put in my home and have been very unhappy since. I have had to take four vacation days off because they do no have a tech during the evening or on weekends. Funny thing because my system was installed in the evening. The worst customer service i have ever incounted. I thought something was funny because when I signed my contract, they would not take a credit card or I couldn’t mail a check each month. They debit my checking account which would make it difficult to get rid of them. I would have to get a new checking account which is difficult. I believe they do this by design. When I have problems, they expect you to be the tech. They had me open the box, removing things, changing wires. Unbelieveable and they are not cheap. Avoid this company!!!
Everyone should use Pinnacle
We’ve had Pinnacle for four months now. Our Pinnacle system replaced an antiquated system from ADT. The need for quality home security has been long understood in our home. We couldn’t be happier. The Pinnacle equipment is state of the art. The contract is fair and reasonable. Our sales rep was honest and forthright Pinnacle’s customer care system periodically mails us to see if we are satisfied, have questions or suggestions for future services.Most importantly….THE SYSTEM WORKS WELL…we never have false alarms. We recommend this service to all of our friends.
Very happy with Pinnacle service
I signed up with the door to door salesman, and then checked the reviews. I was nervous to say the least, but everything went perfect. Very professional salesman, exceptionally professional installer, and so far perfect system.
Glad to not be with Pinnacle
A Pinnacle representative stopped by our home last weekend and said the company (which was out of Virginia Beach) was attempting to make inroads in our locale and would give away equipment for letting us advertise their service. The rep gave us the information, and his expectation was we would sign up immediately. It did sound very good. However, asking to review the contract before signing for 42 months of service, I found some disparities between what the rep claimed and what the contract said. I am SO glad we did not contract for this service after reading some of the experiences other customers have had.
Pinnacle systems are a huge burden
The worst security system I’ve ever been burdened with. When they received my complaint the agent had no resolutions with the exception of you can pay to have this done. I’m already paying double compared with other companies to have my front door and back door monitored. They are unreliable, their product, and their customer service SUCK! They my have state of the art technology but that’s all they’ve got.
People need to grow up
Pinnacle is not a scam. Those who say it is don’t truly know the meaning of the word.
Pinnacle is very similar to my previous alarm company, APX (now Vivint). They offer similar services, but I’d say Pinnacle has the leg up on their products being made by GE whereas Vivint’s are made in house.
All alarm companies are the same, even alarm companies for large corporations. If you sign a contract, and then try to get out of a contract, they’re going to nail you…that’s how service contracts work. From what I can tell, that’s where most of these “complaints” are coming from. Sorry folks, but you wanting to break a legally binding contract is in no way a fault of the company’s. They put in “free” systems and make money off the monthly monitoring fee. If you take the free system, and then cancel the contract, they are losing money. It’s the same as your cell phone company, or any other service company that is giving you a free product or heavily discounted product.
I’ve been happy with the service from both Pinnacle and APX (Vivint). Anytime I had a problem, they’d take care of me. Anytime my alarm went off, they were calling me, sometimes before I had a chance to get up and turn it off myself. I never had reoccurring “false alarms” like some people claim. If you do, ask for new equipment. You either have a bad sensor or a bad control panel. Get it taken care of. Either company will replace them for free if they’re still under warranty.
Are there shady salesmen out there? Of course, but that’s why you read a contract. Also, Pinnacle, has that welcome call where they confirm everything with you. If a salesmen was dishonest, this is where you’ll find out. Because of the welcome call, I believe many of the dishonest salesmen have cleaned up their acts, or gone onto other businesses without corporate checks and balances. Are the salesmen fast talking? Of course, but not because they’re trying to screw you. It’s because they’re college aged kids who know their product, and they’re excited to sell to you. Why are they excited? Because they make damn good money for each sale.
All the people on here who are saying Pinnacle is a scam, seriously, grow up. A company of this size will make mistakes from time to time, and will have crappy employees from time to time. That doesn’t make the whole company a bunch of frauds. If you feel you need an alarm system for your house or small business, Pinnacle is a great company assuming they provide the services and products you’re looking for. If not, look elsewhere.
Regretting buying Pinnacle
I wish I had read all these comments before I let them talk me into their system. I was told what equipment I would be getting by the man who sold me the system but when it was installed I didn’t get it all. I called and was told some of it is extra. Never was I told that. Then I was told let me check with the man who came to your door to see what he promised you and she assured me she would call me back. That’s been 2 months ago and no return call. I also was told it took a few minutes to install. I was having a family bbq that night and was told not worry they would be at my house shortly and be done before the party. He arrived 1 1/2 hours late and it took him over 3 hours to install it.
The only reason it got done that quickly is because I had a previous system and he didn’t have to go up to the attic to set up the wiring. What a mess. People here for a bbq and where he was installing it was in the path to the bathroom. The same day they sold it to me I was told they would install it. I questioned why would you install it the same day when I have 3 days to change my mind. He said they would install it and if I didn’t want it GE would have to come out and take it out. Didn’t make sense to me. They are good at helping with a problem but I would never recommend this to anyone.
A word of caution
I would like to caution everyone, I have unfortunatly been a Pinnacle Alarm customer for 12 months & still have 12 months left on my contract. The person who originally came to my door offering home security alarm system was untruthful & offered me security supplies that when date of installation came they stated to me that even though my contract said qty it meant points and 4 points = 1qty.. needless to say after many phone calls and complaining we finally had system installed and we were out some cash we didn’t expect to pay.. time has passed and we had no more serious complaints.
Recently my family members on my the emergency contact for pinnacle brought to my attention the numerous harrasing phone calls they have received from Pinnacle stating “I” recommended they get Pinnacle Alarm so untrue and worst off my father recently passed and when my senior citizen mother received their call saying I recomended they call her, she accepted. They proceeded to go to her home and install 3 door sensors and one monitor placed in Kitchen visible from front door. Awful experience during an already tough time.. Pinnacle Alarm has proven to me They are a shady company. Fortunatly, we cancelled mom’s contract.
System is NOT pet proof
When I was sold this system I was assured that my dog would not trip the motion detectors. They told me that dogs under 40 pounds would not be a problem. My 13 pound dog trips the alarms. I’m not a happy camper!
Pinnacle sold a system with a two year contract to my 92 year old father. The system has only been armed during the original destination. The wall device is detached from the wall and has been hanging by the wires for quite some time. They refuse to understand the situation and to release him from his contract. Despicable company. I’m considering going to the state consumer protection agency.
We are two years into a three year contract with this company. We have had nothing but problems. Currently we are having issues because our alarm has gone off four times when we are gone between 8:00am and 8:30am because of the same door. It does not happen when we are home because our alarm is always disabled by that time. We have brought this to their attention and nothing has been done to date. The other problem is their inability to copy phone numbers down correctly. The police have been dispatched to our home twice because they either copy numbers down wrong off the contract or when we add a number they replace our main cell number. We have had lots of problem with billing as well. I had asked if they could make a note on our account not to dispatch the police if the alarm goes off in the morning during the time in question. They said they could but with further thought I asked that they not because there would be confusion somewhere and who knows what would happen or not happen. I cannot wait until my contract is over!
Company preys on elderly
I am not a subscriber to Pinnacle’s services, but my 86 year old mother was approched by this company in July of 2010. After convincing her( without the aid of any other person present) that this was the ideal security service for her situation, the contract was signed and the alarms installed.
After only one day of use it was apperant that this was too complicated a system for an elderly person to use, so she proceeded to fill out the cancellation papers and fax them to the number provided. ( This was done 4 days after the contract was signed well with the 10 days allowed).
She realized that July’s payment was not refundable but when she was still being charged in August, a call was made to the agent, and she was told that no fax was recieved to their office.
There was no confirmation record to go on, but her word that the fax was sent, but to her dismay she was told….to bad….your now locked into a contract and will have to pay us for the next 3 years.
After one year she payed out 1800 dollars to have the contract revoked, so with that said approx 4600 dollars has been sent to this company for a device that did not suit the needs of the client.
I am particularly upset with the fact that this company would even approach a woman of this age ( no matter who’s mother it is) and set up a long term contract. This kind of sales tactic are used by scam artists and con men.
Pinnacle iPhone apps are great
I have pinnacle in my home. I got it four or so months ago. I love it…especially all the iPhone app stuff. I travel a bit and it’s really cool that I can check my iPhone to make sure my wife armed the system that night. I also got a new touchscreen for my bedroom. Pretty sweet. I also don’t have to have a phoneline. That way I don’t have to pay a phone and an alarm bill. Oh yeah one time my power got tripped where my alarm was plugged into and pinnacle sent me an email that there was a power failure…got that fixed quick. I’ve checked out a lot of alarm companies they all have 3-5 year contracts. So pinnacles is 3.5 years. But that’s obvious. I know want those image sensors that they have all there website. Pinnacle is a good company. I also had my grandparents get one and my mother’n’law and they tell me they are very happy they got one too. Byw happy people usually don’t waste their time putting reviews online, just the unhappy people. I was just curious since I typed in pinnacle on google and this site came up. If you get the alarm get the cell system it is awesome.
Two thumbs up
I just signed up with Pinnacle because I thought they offered a quality product that worked for my lifestyle. The salesman was professional and helpful and waited for me to call my family, check them out online and answer questions regarding negative reviews. I have been looking for an alarm system for awhile now and, while not the cheapest, I felt Pinnacle offered exceptional coverage and service and was willing to pay a bit more for the services provided.
From start to finish, the whole thing went smoothly and everyone was great to work with. The installation guys were awesome and went out of their way to accommodate where I wanted the panels installed. Since then I have contacted customer service for help and they were professional and friendly and walked me through the online setup that I was having trouble with. Now, admittedly, this is a new service and I will update this in the future if something goes horribly wrong but for now I have to give Pinnacle a thumbs up. I’m extremely happy with my system and with the peace of mind it provides me when I’m traveling and at home alone.
Renewing for another 4 years
I have had Pinnacle as my alarm provider for 3 years now and have recently renewed my contract for another almost 4 years!!!! I have not had any problems and/or complaints. I have had my alarm triggered a few times (sometimes by myself by mistake) and they immediately call and if they do not reach me, they go through my contact list.
Also, with my recent renewal I was given 2 touchscreen panels (and an upgrade to my main panel), a smoke/heat alarm, and another door/window sensor as well. In addition, I am now able to arm/disarm my phone via my iphone4 and my touchscreen panels also display anytime a window/door is open (even when the system is disarmed) and also provides me with a 4 day weather forecast. From the first installation, to the renewal installation – no complaints from this customer. Finally, my front door sensor recently was inoperable and they sent me another, free of charge!!!! I called tech support once it arrived and it was extremely simple to reinstall and program. I am sorry to all that have had poor experiences, however – I would recommend Pinnacle to family and friends; and I have!!!
Sad other people don’t like Pinnacle
I’m very sorry to see all these bad reviews, but I am aware that more people write bad ones than good ones. I have had Pinnacle for over a year now and am very pleased. I may use it in a different way than others, as I use it when I am in the house as opposed to being away from the house. I have been very happy with the personal response when the alarm has gone off. I can’t imagine myself without this system. I have no problems with billing or customer service.
If you want a dependable alarm system that provied you with security, stay away from Pinnacle or Vigilon. They know how to talk the talk and make it sound like the greatest alarm system on the marker however, after tripping my alarm several times with the fear of police arriving at my door or a call from my “devoted and guaranteed” alarm provider, I soon realized that my home was no more safer than it was before I had the alarm installed. However to top off the disastisafaction on my alarm system they have absolutely no second thoughts about debiting my account twice in the same month, on a few different occassions I might add.
When I called them to please be released from my contract they held me to it asking me why I wanted it taken out. I tried several times to explain to them that they, nor the police, re-act when the alarm is set off not to mention the extra funds that were taken from my account. After a lengthy conversaion with them and explaining my dilemma about the alarm and how dissasitsifed I was they merely looked the other way and said I was locked into it. PLEASE, if you require an alarm system to make your home and family safe, STAY AWAY FROM VIGILON AND PINNACLE. They can feed you the bull but don’t stand behind the fancy words or guarantee they lock you into for 3 1/2 years. There are many alarm systems out there that will gladly provide you with the service you need when purchasing a system so this company is definitely not the one for you!!!…
Glad with Pinnacle installation
I just had this security system installed yesterday. The salesperson and the enstaller were great. Today, I am reading the reviews on line. It is a little scary, but the installer did a great job. I am going to try to call them on Monday to check if they answer their phone. I will write again of my experience!!!! I hope I don’t have to use the “3” day opt out.
Do not get an alarm system from Pinnacle. They ARE scam artists and their customer service people are inept. My system doesn’t even work correctly – it doesn’t “send a strong enough signal.” They will mess up every detail, but they never mess up the billing. They always get the money (although, one time they took too much… oops, they said). Don’t do it. If they are in your house right now, tell them you have a sudden case of explosive diarrhea and get them out of there. I think I’ve developed a severe hatred for Mormons because of this company. That’s a shame, but I just associate Pinnacle with Utah Mormons.
Contract is crap
The employees who justify their actions by saying that its the consumers responsibility to “know” what they’re signing. True. Because we believe that the contract is not only protecting Pinnacle but the Consumer.
Its ashame the contract is written to SCAM and PROTECT ONLY Pinnacle. Pinnacle does not give a rats a$$ about YOU!
Secondly, if you read the so called “contract” you will find out that the contract only explains how pinnacle will NOT COVER anything.
Interestingly, they will NEVER tell you that you supposed to reactivate the alarm every 30days, otherwise its worthless…..so, many of their victims dont realize this for years……STAY AWAY FROM THESE SCAMMERS!!
Pinnacle is great
We have been with Pinnacle for 3 years now. My wife and I got the system after a door to doors salesman came to our home. He appeared to be a really nice guy, and had our best interest in mind. The installation took a little longer then expected but, we were able to have a working system that day. To all those who think that pinnacle is a SCAM perhaps you should try reading the contract first. They are a business that operates no differently then a cell phone company. They will give you a good deal and you have to uphold to your end of the deal. It’s really not that hard of a principle to understand. My wife and I have been satisfied with our system ever since. Thanks pinnacle for helping us out!
I am very disappointed to read all the negative comments about Pinnacle. I have not had a single problem with their system! Love it!
Stuck without service
We were duped in August 2009. My elderly husband and I found out the truth too late. Now we are in a 39 month contract but not service. We have received late calls when my bill was paid; now I find out that they changed the amount on their copy of the contract so I have to submit a copy for them to see before it can be corrected. Wish I never had to hear the name again.
Thank you to Pinnacle
I have had a security system with pinnacle for about 6 months and at first I was skeptical and felt like I had been sold on something instead my needs really met, but the sales consultant who sold it to me had me install one of their smoke detectors in our home and recently that detector saved not just our home but lots of priceless memories in all of our belongings. So I just want to say thank you Pinnacle we really appreciate the effort it took to get us on board now that a tragedy has been avoided.
Customer service is crap
Pinnacle / Vigilon’s customer service is horrible! Everytime there is a change or an issue, I have to call back 3-4 times before it is dealt with properly. Their contract is ridiculous and once when the alarm went off and I was not home, they waited 1/2 hour before calling me and when they couldn’t reach me, they didn’t even send anyone to the house! I thought that was the whole point of having an alarm… This company is a joke, poorly run. I do not recommend.