Go with Ackerman
To the Prince Georges Co. MD Pinnacle (unsatisfied) customer: There is relief from Pinnacle!! I live in PG County MD and was EXTREMELY dissatisfied with Pinnacle, after all the deceit and poor customer service from Pinnacle. After only a month or less, I tried my level best to get out of my 39 month contract with them. The winded up transferring my monitoring service to a copy called Monitronics, where I was being billed $53 a month, even though the contract states $42!
If you really truly want out of your contract with Pinnacle, please contact me at
Also, there is a company called Ackerman Security from Georgia, which is making its rounds in the DC metro area. The ratings on line appear positive, so I’m giving it a try.
Pinnacle is not worth it
Pinnacle security is the worst company to have install your alarm system. If you want it to work, find a different company. Pinnacle screws most of their reps and technicians out of their pay. Why do i mention that, because if they are fine screwing the people that do all the work, they have no problem screwing the customer. That is why they have AN F with the BBB. Find a local company versus getting scammed into signing up for an alarm with them where you wont be able to get service in the future. They send their people out for a few months in each market, if you have problems after that, they will send you the part and walk you over the phone how to repair your own alarm system, how nice of them.
Contact the BBB
To the Prince Georges Co. person who has Pinnacle Security: As a resident of Prince Georges Co. MD who had a terrible experience with Pinnacle, you MUST contact the BBB in Utah. Pinnacle Security is one of the worst alarm companies yet. Their customer service gets the same grade as their BBB rating – F. I too was approached by two young student salesmen. The installer showed up 15 minutes after I signed the contract, probably a ploy to get me to not cancel. The installation was awful. I still see remnants of the bad installation!
Yes, me too. (Prince George’s County, MD) I was approached by who seemed to be 2 very nice young men at my door. The installation took all night but after all I got a great deal with no installation fee, and the young men were very mannerable. However, they did something wrong within the wall with the phone wiring, and I haven’t had full use of my phone line since. This has been a little more than a year. The phone company has sent their techs out to repair the line. The repair works for a month or 2 and then the line does not work at all.
The phone company says the security techs should not have accessed my phone line thru the wall on the inside but that they should have accessed the line from the outside. Otherwise my phone line will continue to drop off as it is. Pinnacle techs have come to my home to investigate the problem, but they said the installation was done correctly, and the phone company has to fix the problem. I’m at my ends wits about this. I’m ready to use another security company who will install their equipment correctly. Advise is wellcome on how to get Pinnacle to do the right thing or how to get out of this contract.
The best around
I have had pinnacle security for 3 years now and their service is the best out of them all. They have excellent customer service, hold up to their word, and kept my family alive when a break in happened one month after I got the system. Everyone has their worries and domaines but really comes down do you want your family safe when your at work? The cost of their service is one meal for you and your family eating out. You cannot afford not to have it. Police were at my home two minutes after my wife pushed the panic button on her key. The price was and still is worth my family being alive today. Like I said you can’t afford not to have this company, I had ADT before and not to bag on them because although they did do their job they just don’t compare.
Stay away from Pinnacle
Do NOT use the security system, Pinnacle!…. SCAM! This company preys on the older population and should be ashamed! My mother had a security system with a different company that she was under contract with when a Pinnacle representative showed up on her doorstep telling her Pinnacle had taken over the other security company and he needed her to fill out the “needed” paperwork. His name is nowhere on the paperwork and signature is completely ineligible. Someone else came out to take care of “updating” the equipement. There can’t possibly be that many rogue agents as is claimed by the company who are taken care of. I called the company and explained the situation and there response was “too bad… she signed our contract” for which she was now under two contracts having to pay for both until the first one expired!
Know what you are signing up for
Pinnacle Security actually is giving quite the deal. If you have ever looked into buying a security system they are very expensive, to get one for free for just doing some advertising it is a great deal! I have had my system for 5 years now, i did the 42 months then kept the system up and running because it works so well. As far as customer service and trying to get out of a contract….READ WHAT YOU ARE SIGNING BEFORE YOU SIGN IT!!!! FINE PRINT CAN GET YOU!!! i can see someone getting excited about a system and not paying attention to little details….If people would just be more responsible there wouldnt be all of these bad reviews, there is no scam just an offer, if you take great if not great, just make sure you know what you are getting into before you sign up to do things!! and your life would be sooo much easier i promise!!!
Let’s get in touch
Anyone interesting in possibly ridding themselves of Pinnacle and wishing to just “vent” one on one should respond at firstname.lastname@example.org. Looking for ways to get out of a contract with Pinnacle, please contact. I’ve met someone who gave me some tips on getting Pinnacle to resolve the issue. With the states of New York, Illinois, Ohio, going after them for their unethical tactics, this company needs to become more customer focused and see the points of customers if it chooses to remain in business.
F. That is what BBB gives them (link below).
We have had Pinnacle Security for 2.5 years, and their salesman sold more than the company was willing to provide. They stated that they would secure our windows as well as doors, but the installer wouldn’t do the windows. Instead, he gave me a few window contacts, and wanted me to do it, but Pinnacle didn’t provide enough receivers to connect all of the windows’ contacts up to. Basically, the equipment seems okay, but the installation was terrible. Besides, seeing how he was randomly gluing the contacts to the only window the installer would do made me want to do it myself anyway. The glue they used messed up my window frame.
After some of their faulty contacts continually called for help, we disconnected our alarm in order to avoid being fined by the city. Now, we are stuck in a 3 year 3 month contract with this company, paying for nothing more than a signature.
BBB Rating for Pinnacle Security, LLC Based on BBB files, Pinnacle Security, LLC has a BBB Rating of F on a scale from A+ to F.Factors that lowered this business’ rating include: Government action(s) against business.Factors that raised this business’ rating include: Length of time business has been operating. Complaint volume filed with BBB for business of this size. Response to 1231 complaint(s) filed against business. Resolution of complaint(s) filed against business. BBB has sufficient background information on this business.
(Added Jan 25/11) I personally have no problem with Pinnacle system security or actual service. It’s the scamming part that I am so angry about. A school salesman came to my door just like it sounds like they are doing with everyone else and sold me a ONE YEAR CONTRACT, which consequently somehow turned into 39 months! I would never even agree to that. No way to cancel. These people are absolultey scam artists.
I am so unhappy with this provider. There were two major points that persuaded me to sign up with them. 1) After 12 months of on time payments, monthly bill would decline by $20. 2) If services were cancelled early, I would only be responsible for 75% of the payment. I’ve moved since signing up and was not able to install a security system due to renting instead of owning. So not only did the payments not drop like they had initially stated, but they are billing me for two years of services not received. Customer service means nothing to these people.
Very happy with Pinnacle
We have had the service for 5 months now. We love the service and security it provides. There has been appropriate follow up calls. We are pleased with Pinnacle and look forward to continued relationship.
Want to be rid of them
We purchased a home security system from Pinnacle. It was assigned to SAI and then to Castlerock. Our contract was for 36 months. In the 35th month, I called to cancel our service. I was informed that I must send them notice in writing 30 days BEFORE the end of the contract or our service would continue for another 12 months! In other words, I was a few days short of this, so they refused to cancel our contract. When they did not receive payment, they began to call daily including evenings and weekends. I finally made payment just to get rid of their annoying phone calls! I have never heard of a contract like this in my life! If you have any idea what we can do to get rid of them, let me know!!
Does not help the customer
Pinnacle is not a customer friendly security provider. Currently it has almost 1600 complaints with the Better Business Bureau. It appears that NY state has just about run them out of business there. I certainly wished I had done my homework. This company had student salesmen working for them. Before I could fully read and cancel the contract, an installer showed up at my door. I guess this was a tactic used to prevent me from cancelling. Nevertheless, the installation was poor done and the installer actually forgot to install the motion detectors, which were eventually installed. Now I have two sets of motion detectors, which looks absolutely ridiculous. Aren’t these things supposed to show motion??? You know the little red light??? (Note from Admin: Most wireless motion sensors do not show a light unless the system is armed. It is a battery-saving feature) Anyone interested in a class action suit????
Tech support is awful
I have been trying to call Pinnacle’s technical support but it keeps hanging up on me!
It takes me through the system asking me what language I want, and what kind of technical support I want. Then I get a recording that says business hours are Mon. through Sat. 7 am – 8 pm, and that they look forward to talking to me. Then it hangs up on me! No matter which type of service I choose, monthly, talk to someone, etc., it goes through the same recorded message and disconnects me even though it is only 12 pm CST on a Saturday. I’m calling the number listed both on my alarm cover and on Pinnacle’s website; 1.866.722.9030.
This is frustrating and insulting. I’m a very busy person, not at home much and don’t need this to be so hard to try to get through to get the service I’ve been paying for.
The last couple times my home alarm went off (cat broke a mirror and front door blew open) were false alarms in the middle of the night. Frightened, I call 911 myself and the alarm kept going. No one from Pinnacle ever called me and when I called them, they had no record of my alarm going off! They told me to call technical support but I have to be home to do so and previously, technical support wasn’t open nights or after 12 pm on Saturdays.
What if it were a true emergency and I could not have dialed for help myself? I have been paying $40/month for an alarm with no service attached for months now!
I can’t even cancel my service because I’m in a contract so I’m locked into paying for a service I do not receive. Is that legal?
I’ve had Pinnacle for about 6 months. I have had absolutely no problems with this company. My alarm works great and Pinnacle customer service ranks high with my family.
They are a trick
Pinnacle is the worst ever. Save your money and stick with leaders, ADT/Brinks, Vector, etc. I got scammed by a door to door salesman back in July 2009. He winded up sending an “installer” who came later around 7:30 pm, advising me that installation would be 45 minutes. This so called “installer” winded up “installing until about 2:00 am, causing loud noises, disrupting my family and neighbors!! I told him he had to continue the next day. He couldn’t leave because his car had run out of gas in my driveway, blocking my vehicle!! My husband had to go and get him gas. The work they did was shoddy shoddy shoddy. The area where the key pads are have holes all around. The “installer” failed to install motion detectors. The system “died” and I didn’t even get a phone call from Pinnacle! I had them to return to correct the holes in the wall, but was informed that they couldn’t.
Again keep your money and stick with the well known security companies!!!
They are a huge pain
On Tuesday May 11, 2010 I called Pinnacle to test my security system as required by the instructions and by my contract with Pinnacle.
I spent more than 2 hours on the phone and made 4 phone calls in the process of trying to test my security system. After all attempts, my security system failed to send a viable signal to Pinnacle. I then arranged to have a technician come to my house the next day to test the system. On Wednesday May 12, 2010, at about 3:30 PM the technician was at my house and began testing the security system. After working for about one and one half hour, he informed me that because I have Cox for my telephone service and since Cox recently converted to digital signals they are not receiving my signals because their system only receive analogue signals.
My only option was to buy a device similar to a cell phone from Pinnacle, and have it installed in my security box to send the analogue signals. My service fee would also increase from $39.99 a month to about $44.00 a month.
My 3 year contract with Pinnacle expired on April 14, 2010. At that time Pinnacle withdrew $479.88 from my bank and renew my contract for one year. On July 10, 2010 I paid the additional monthly charge of $5.00/month, totaling $50.00, for the upgrade of my security system from July, 2010 to April 15, 2011, as agreed upon.
My current contract with Pinnacle Security was yearly commencing and ending in April of each year. From the date my contract was renewed to this date, I have not received one day of security service from Pinnacle Security. Because I would not sign a new contract with Pinnacle they cut-off my security system and refused to reimburse any of my money.
Essentially, Pinnacle Security scammed me out of $529.88. Although this is a substantial amount for me, it would cost me more to hire lawyers and fight it. In my opinion the Federal Trade Commission should freeze their assets.
Absolutely no customer service
Worst customer service! We have had our system for a year and a half now. I called on a Saturday morning because we found out that we will be moving so I wanted to find out all of our options for our contract. I called the number that we have on our contract and followed the promts to reach someone that could help with relocation. The voice recording said that they should still be open but then just disconnected. So I called back and selected the option to put in a new system (I figured I could reach someone there!) sure enough someone answered. He transfered me to someone who “could help.”
He told me that he didn’t know what to do in our situation and that I would have to call the relocation department. I told him that I had already tried that and it says that they should still be open but it is not. I also told him that the way I reached him was by calling the sales department and then he hung up on me. I called back again, this time to the false alarm department, they transfered me to someone else and she said, “Oh sorry, they actually close 3 hours earlier than what the recording says.” All she could do was have someone call me on Monday. Worst Customer Service. We will not be using them at our new location.
Cancelling is tough
In June 2007 I signed a contract with Pinnacle (Castle Rock now). I called in January to ask for cancellation of service. My system went off twice no one called from Castle Rock and no authorities came. I stopped using it within 6 months. I was reminded that I signed a 3 year contract that would end in June 2010. Customer service said to send a letter in stating that I want a cancellation 30 days prior to that day. I did. Called back in July after seeing my bill they said they never received it so I faxed them the cancellation letter. Now I am responsible for payments until the rest of the year because the annual renewal is already in effect. I have called numerous times trying to cancel this contract. Spoke to several employees. Going up the chain of command but getting nowhere. I wish I had looked them up with the BBB before signing the contract. They truly deserve an F rating for their customer service.
A truly poor company
I am not happy at all. We just recently switched to this alarm company about 2 or 3 months ago. We made the switch because we had been broken into and it took the police dept. 9 hours to respond.
The salesman stated we would not have this problem with their company because of the onstar technology the alarm offers which will send a different type of signal to the police and get them there quicker. The problem I am having is last week our system malfunctioned. We looked in the control panel and it looked as if a 2 year old installed the system. The technician hooked the alarm to our old system and it was horrible no wonder it doesn’t work (keep in mind he had a hard time during installation- we had to call him back out the same day of installation because it malfunctioned after he left). We called customer service, they first told us we would have to wait for parts to be ordered for our wire system and a technician could not be scheduled until the parts were received ( technicians are subcontracted). We were not pleased.
Then they offered a wireless system which would still have to be ordered and they would walk us through the install. The wireless system finally came yesterday and we attempted to install over the phone. It is not that simple to do and we do not know how to put the sensors up and install a touch screen pad, besides what are we paying them for. We told them we needed a technician. They said the technician would have to contact us and they would wave the fee. My problem is this for over a week and counting my house has been unprotected, we had to cancel anniversary plans because we did not want to leave town and risk being broken into and cleaned out (at least my old alarm did scare the burglars away, now we have nothing). If you ask me this is poor customer service I never would have signed up with this company if I had known technical problems are handled by subcontractors and parts are not readily available. They agreed to give us 2 window sensors (we have 4 windows) and a discount if we ever want to upgrade. What if my home gets burglarized while we are waiting are they going to replace any items stolen.
I feel as though the company should be more accomadating this is very serious and it is being taken lightly and we are stuck in a 3 year contract. If they knock on your door, slam the door in their face!!!!
Cannot believe Pinnacle
We have been a customer of Pinnacle for just over a year. We were paying quarterly. Since December 2009 we have not received an invoice from Pinnacle, nor did we receive any phone calls, etc. On October 4th, 2010 we finally received a call from Pinnacle and my husband asked they sent an Invoice ASAP – we were concerend they went out of business because they used to call about a low battery (which we have continuously replaced and our system doesn;t even work). We received the Invoice and paid in full ASAP.
The next thing that happenes is that I start getting calls from a collection agency – how dare you Pinnacle? We have stellar credit. After further research our bank sent a certified check to Pinnacle, yet Pinnacle said they do not have it. I was advised that Pinnacle probably refused payment and sent us to the collections agency to handle. Um – if a client is paying you in full for services why wouldn’t you take the money? Again – how dare you Pinnacle do this to people. It’s not right!
Very unhappy here
Not happy at all! I have had nothing but problems since day one.
First, the installer messed up the installation by drilling completely thru the wall, not only breaking thru the opposite side, but by doing so damaged two collectable albums that were stored in a box that was against that wall. I didn’t realize this until a month after. Of course Pinnacle can’t do anything about it.
Then a month before my first bill is due, I start getting automated calls requesting payment. These happened about once a week and then more frequent leading up to 3-4 times a week and then 2-3 times a day in the three days prior to the due date. The calls ranged from 6:00am PST to 9:30pm PST. These calls continue up until your payment clears.
I’ve called Customer Service about these calls numerous times and each time I was told they’d take me off the auto-call list. That held for one payment period. The calls started back again and just 30 minutes ago at about 8:00am this morning I got my latest call. Today is Oct. 4th, my bill is not due until the 14th of Oct. (or so I thought).
I answered the call and was asked to make this months payment. I have the paymenst sent automatically from my bank days before the due date as I have since day one (I’ve had service for just over a year now).
I called CS back to complain and let them know I was contacting my attorney to file harrassment charges just as I had threatened to do so in the past if these calls continued. CS notified me that they were calling because my payment is past due. Note the above dates on this. They then informed me that my payment is actually a month overdue. Seems they changed the due date on me from Oct 14th to Sept 4th. When asked how they can do this, they had no answer. I’ve in essence lost a month of service according to them. And that my next payment is due in Dec, not Jan as it’s always been. My payments have always been due the months of Jan, April, July and Oct. They admitted my payment on July 12th was on time. Now, I’m no math wizard but if payment is mid July and that covers 3 months, then next payment is not due until mid Oct in my book.
Of course I got no where on this and if I cancel service they require me to pay the balance of the next 2 yrs. If they come to your door, slam it shut and lock it!
I signed up with Pinnacle Security Systems in August of 2009 and I just received a letter in the mail that my account was transfer to ADT. I called customer service and they said there was nothing they could do since the transfer was already made. I don’t want ADT!
Impressed with system
We were approached by door to door saleman, and we were skeptical. However we have had the system 10 days and we are impressed with the service and follow thru. We had a problem and the service tech came out the next day to fix the problem. We had 2 false alarms due and the quickness of the call center to determine if it was a legitimate situation was very impressive. We look forward to a long term relationship.
Not so bad except billing
I’ve been with Pinnacle Alarm since June 2009. The young man who came to my door was pleasant, well mannered and well spoken and the same was true of the installer. I was told by this young man because of my credit rating, I would get a bill in the mail. He said I had to write a check for the 1st 3 months, which I did for $124.00 and change. He said I would get my next bill in Sept 09 and it would be on a month to month basis.
When I recieved my bill in Sept it was for 3 months of service. I didn’t complain about it, it really is a non issue. I had no problems until March 2010. I received a call from Pinnacle stating they had not received a payment, I stated I had not received a bill for that quarter, and was told I would be sent out a bill promptly. Two weeks go by and I get another call from their billing department, saying they did not receive payment; I told them again I had not received a bill and was told I would get one within the next week. Just to make it short, I never got a bill.
When I spoke to the billing agent I was told they upgraded their systems and some of the address got lost or whatever, I can’t remember the exact details, but each time I talked to a billing rep, I verified my address. It got to the point of me getting a threat to collect letter. I was livid. I called Pinnacled and blasted the agent (sorry you had to take the call) but I could not understand how I could not get a bill, but a past due threat to collect letter???? She could not answer my question, however I ended up paying over the phone.
I told her that the sales person did mention that Pinnacle would really like it if it was set up to take payment directly from your account, but I am very squeamish about anyone in my account and told her that; I would never set it up for direct payment and if that was the way Pinnacle was expecting me to pay, I would have never set up the alarm system. I was assured this was not the case. However, I had to send an email to the company just to make sure I received an invoice for June. I did get one in June, it was totally incorrect. They charged me the $124.00 & change for only one month, did not include a return envelope and it was on a past due invoice. I sent in the payment, advising them of when my next bill is due.
Here it is Sept 2010 and I am worried that I need to ask for a bill. Their customer service is okay and the alarm monitoring is okay, but their billing deparment sucks.