They treat the customer fine
I just wanted to post a review of my experience because I see a lot of negative comments. I had a salesman come to my door on 8/9/2010. I have to say, he was incredibly suave and knew what he was doing. I was very hesitant to let him in my home because I’m a single woman living alone, but after verifying that he was telling the truth after about 30 minutes of talking outside, I let him in. I had been considering an alarm system for some time and I figured this was as best as any.
So he came in and we went over everything for awhile. Next thing I know, a technician is coming to my house at 8:30 at night. I live in a townhouse and my neighbors go to bed early, so I didn’t appreciate having this man in my house for an hour drilling holes at 9pm. Finally, he was finished around 9:30, and after he left I felt a little uneasy. I went online and read all of this negative reviews and decided that maybe this alarm system wasn’t the best afterall.
Make sure you read the fine print that tells you about canceling your subscription within the three days. This 3 day rule applies to any contract that you sign in your home, be it a car or whatever, you always have 3 days to get out of it. The next day I faxed my cancellation, and I even paid $30 to overnight the actual signed copy.
I was extremely worried that I wouldn’t get my refund after I saw how much trouble people were having. But I have to say, after I faxed my cancellation, I called and spoke with someone immediately who was incredibly courteous and scheduled a date to have someone remove the equipment.
A couple of days later, a technician came to my house who was also extremely courteous and removed the equipment, apologized for my not enjoying the system, and was on his way.
I just received my $49.99 refund today, which was in the allotted 10 days they say you’ll have your money back. Despite all of the negative reviews, I had a wonderful customer service experience with Pinnacle. I don’t know how their security system is, but I think it’s one of those things where you will have people who love it and people who hate it. Just look at all the reviews for the big names like ADT and Slomans; the reviews are just as bad.
An incredibly frustrating company
I have found Pinnacle to be the most difficult company I have ever encountered. Although the installed equipment seems to work properly, the billing procedure does not. I signed up for a mailed bill quarterly. Despite four phone calls with lengthy sessions with each agent of the company, no bill has ever arrived. I get two phone calls every day, dunning me for payment. As of this writing, I have no idea how much I owe, or where to send payment. I have even written the company through a certified letter. Still no bill. Still phone calls come every day. Evidently, Pinnacle doesn’t understand that normal business procedure calls for mailing a bill to its customers. My advice is to stay away from Pinnacle.
The problem to which I alluded was finally resolved by Pinnacle. Now things seem to be going well.
A rip off for military
I am active duty military, and I sent orders to Pinnacle to have my contract canceled.
The first time I called in about this, the female I talked to on the phone said to call back when my report date got closer to insure that it was actually cancelled. She gave me a reference number and everything, which I wrote down and held onto. I called back again today and the female I talked to today said I was still going to be responsible for the contract when I moved. She said that my orders stated I would be living off post and thats why I would be held responsible for the contract still. My orders don’t specify where I’m living, it just states that IF im going to buy or rent a house there off post I am to report to the housing office BEFORE engaging in contracts. That is there to protect me from entering into contracts with people or companies such as Pinnacle that might try to scam or rip me off.
Anyway, point is I faxed them military orders that should have released me from my contract and at first they said it would be taken care of, and now they are saying no that I am still responsible for the contract. I contacted the BBB about this so hopefully I get released from this contract. My advice is don’t do business with Pinnacle Security. I had other issues with them in the past as well. The motion sensor malfunctioned and was calling the cops to my house randomly so I informed them that their equipment was malfunctioning. They told me that I would have to pay $60 to have a tech come to my house. That was unfair because I already pay them every month for a service that should work properly to begin with. I could understand if the motion sensor stopped working because I damaged it somehow but its up near the ceiling and never gets touched. I explained all this but it wasnt until I threatened to call the BBB that they sent a tech to my house.
Meanwhile though, I was paying for a service that hadn’t been working for 5 months. Pinnacle Security is a rip off and the customer service is terrible. They are either trying to rip me off or too ignorant to understand what my military orders read, either way its bad business.
Pinnacle is negligent
This company is so negligent, I would like to know how to file a class action lawsuit. My system was installed and the smoke alarm and carbon monoxide sensors were not tested by the technician. When I asked the technician about it, he just stood there in silence like an creature from outer space that did not understand English. Lies were told to me from the very beginning. There are too many issues for me to type here. How can we start a class action lawsuit?
Worse than useless
This has been the absolute worst ‘security’ system we’ve had. And be careful……you HAVE to cancel before the automatic renewal date. What a piece of work Pinnacle/Castle Rock Security is. We THOUGHT we were with Pinnacle, but they’re just the middle-men. They then sell your contract to whatever system that’s out there. Ours is apparently based in CHICAGO. We’re in NORTH IDAHO. We can’t get out of this crappy contract until June, 2011.
Stay far, far away
Two young salesmen for Pinnacle Security came to my home on July 21, 2010.
They gave me a sales pitch about the company’s promotional freebee equipment and said repeatedly that the whole system and service would cost me nothing, before they entered my home. Then close to closing the deal they interjected that there was a $38 monthly monitoring fee but by the time I was being handed the contract to sign I was trying to clarify the final amount I would be paying and the fee had gone up to $49.99 a month. (which would be deducted automatically from my checking account) It was then explained to me that they would put me on the phone with a company rep who would ask me some ‘standard’ questions to verify my agreement to the contract, one of which was, “Am I the owner of the property, is my name on the mortgage?” I had already told the two gentlemen, outside, that I was a renter and I again repeated that fact. They both said, “That’s okay just tell them yes.” I then said, “So you’re telling me to lie?” The reply was, “It doesn’t really matter, it’s just a standard question, just say yes and we can get the equipment installed tonight.”
To my shame, I said yes. Within an hour the equipment was, in fact, being installed at 7 p.m. I was awake for several hours in the middle of the night considering why I was going to pay $50 a month for three years for a security system that I had to lie to get and that I really had no need of because I felt perfectly safe in my home and had had no problems for the three years I have lived here. At 7:15 a.m. the following morning I called the 800 # and cancelled the whole contract verbally and followed the instructions of signing the ‘notice of cancellation’ portion at the bottom of the contract and faxed it to them within 90 minutes. I then called a second time to be sure they had received the faxed and to set up an appointment time to have the equipment removed. The appt. was set for the following day at 11 a.m. They came and removed it.
Now, four days later I checked my bank account on line to see if they had the audacity to actually take my money AND??..SURE ENOUGH THEY DID!! I had cancelled the contract within 12 hours, had the equipment removed within 41 hours and they still had the lack of integrity to take my money within 36 hours. I immediately called to speak with a supervisor and was told, “Oh, we are so sorry. We’ll reverse the charge to your account and it will show up in approximately 10 business days.” Can you believe 36 hours to take my money and 10 days to return it. Such efficiency!!
I explained to him that I would be checking my account every day and that I was going to report the company to the Utah State Attorney General immediately.
I DO NOT recommend this company to anyone. If a company tells you to lie in order to get their equipment and/or service, RUN DON’T WALK in the opposite direction.
Nonstop BBB complaints
To the Pinnacle employee that posted, since getting our alarm 2 months ago there is at least 150 new complaints at the BBB. The BBB acts as nothing more then a mediator with no real power to put the company into action to resolve the issue. Exactly as we were told by the BBB in Utah. From problem free alarm here for years, to false alarm HELL with Pinnacle not willing to let us out of a contract on an alarm they can not get to work, oh and yes they did happen to mention if we want out we can pay a fee for breaking the contract (on a system that does not perform they way they promised). Being warned by the police that to many false alarms can put you on a blacklist and a real alarm could end up not being responded to. Our next step Consumers Bureau and a Lawyer. Oh and get this you can wait up to 2wks+ to get a tech out. – signed, one PO’ed customer that will be threatening to call the police if any door to door salesman from any company show up on their doorstep!
Not feeling super protected
In 2 and a half years, my system has gone off twice. Both times my back door was opened, but no one appeared to be in our home.
The alarming part of this story is that no one came to investigate, no calls from the police or from the monitoring system people. I have a 3 year old child and I am very concerned about this. I called Pinnacle to investigate the matter. One of the incidents that I stated above, occurred last night at around 2:45AM. This morning, when I called Pinnacle, I was told that maybe no one responded because they did not have my registration #. Really? After 2 years of service, they are trying to tell me they don’t have my reg. #? I gave them the # and expressed my concerns.
They referred me to the tech service where I was told that a call was made to my home around 4AM. Again that was an hour and a half after we found our back door opened. So I check the call log on my phone; there was not record of any calls from the monitoring service. So we perform a check on the system; this time I got a call back in 3 minutes! Wow- so they called the monitoring system and told them that a system check was taking place and I did get a call back! Yeah sure I did; they were waiting to get a signal from my home!
So I pay $42 each month to have a loud noise scare off intruders, but as far as receiving assistance from the police or the monitoring company, I guess we are on our own!?
Make a better choice
So Pinnacle sent out a young man to my home to speak with my wife about upgrading and changing from our current alarm provider to Pinnacle.
He asked numerous times to come into the home and “inspect” the system, even after she told him her husband wasn’t home. She asked for his business card, and that her husband would contact the rep when he returned from work. The representative failed to produce a business card or ANY documentation about the company whatsoever and left.
Fast forward 2 weeks to 7-16-2010, I (the husband) am home early. Pinnacle guy shows up. He asks me to gain entry to the home to inspect the system. I decline. He also seems to be shaking excessively, and cannot produce ANY other ID than the one hanging from his neck. Not even a drivers license. Just a credit card. Odd. I listened to his pitch politely, which strangely enough included a lot of questions about my current system, it’s upgrades, what kind of power supply we had, where are the dogs kept, how many sensors we had, etc. I gave him zero info, just nodded a lot. That seemed to frustrate him. He then fumbled when I asked for promotional materials, and even FORGOT to bring a business card with his contact info for the SECOND time to my house. He asked me why that was a problem, and I responded that it seemed suspect as hell and that he should leave before I make a couple of calls. He murmured that he had left them in his apartment. I asked him where that was, and he didn’t want to say. I asked him “why not, you know where I live?” He left after I made it clear that he had been on camera since he stepped foot on my porch, and that the system he assumed was a standard run of the mill, house to house summer sales job for another starving student wasn’t the case here, regardless of what it looked like. So salesman, if you happen to read this, your tags are expired and you have a few fines to pay in Utah before they re-instate them.
Thanks for reading, I hope this helps you make a better decision about safeguarding your home and family.
Just want alarm fixed
I recently had some damaged done to my system and call Pinnacle c/s that was about a week and a half ago, since that time I’ve been getting the run around. Each time I call I get a different story about what is being done to correct the problem. The last time I called, I spoke with a rep who gave me an invalid UPS tracking number. If this company is on the up and up why do they have to lie? I just want my alarm fixed that’s all, just like they want their money. Which I would gladly stop paying. I’m really trying to be patient and do the right thing here, but this company can bring out the worst in someone. Up until now I thought that I was with a good company who cared about their customers but I was wrong. I am so disappointed with myself and pinnacle.
Do not deal with them
Do not do business with this Pinnacle Security. This is one of the most unethical companies I have ever had the displeasure of working with.
My alarm system shorted out my entire phone system on February 19th, 2010. After paying a phone technician $150 to fix my phone system and disconnect the alarm. I contacted Pinnacle Security and set up 6 separate appointments over a 2 month period for a technician to come and fix the alarm system. Each appointment resulted in the technician not showing up, I heard the same excuses over and over concerning why the tech couldn’t show up, car broke down twice, one tech was locked out of his car alledgedly, another one was sick, and another one was waiting for a rental car so he could drive to my house. Although I continued to be automatically billed through my credit card, I was assured that these charges would be credited back to my account upon resolution.
After the sixth no-show, I contacted Pinnacle Security and requested that I be released from my contract and all monthly fees that had billed to my credit card from February 19th to the present be immediately credited back to my account. I was told that I would need to send in a notice of cancellation before the contract would be cancelled and any credits made to my account. I faxed in my cancellation and after not receiving a credit and also accruing an additional monthly charge to my credit card, I called and was told that my notice of cancellation was never received. I faxed in a 2nd notice of cancellation in June and upon receival was told that the company would only allow me to cancel my contract without penalty and would only be crediting me back 2 mos of charges instead of all charges accrued since February which should be 5 mos.
For all of the people who have commented on how wonderful their experience is, take a look at the company profile on BBB and you will see hundreds of complaints and lawsuits against the company.
Three and a half great years
I have been with Pinnacle for almost three and a half years now. I have nothing but good experiences with them. I know that in any company (especially one that operates like pinnacle) that you are bound to get shady people telling untruths. For those who feel like somebody lied to you or took advantage of you maybe you should be more skeptical and make sure you fully understand the deal before you sign for a three or four year contract. Nothing is free in this day and age and if you don’t ask for the catch nobody will tell you. Shame on you for making a mistake and then getting mad at a legit company for trying to make it. As far as the people who said it costs twice as much as ADT, I pay $2 more a month than I did with ADT and everything that was covered is still covered and then some. Pinnacle is a great company to deal with and I do and will continue to recommend them to everyone I know. For those who disagree I will see you on the nine o’clock news crying about you identity being stolen too.
(Added July 1/10) I live in Lithonia, GA. A salesman from Pinnacle Security knocked on my door and told me that people in my neighborhood had been cutting the phone lines before breaking into the houses so that the alarm systems would not function. I called my Home Owner’s Assoc Pres who confirmed that, in fact, this was the case. Pinnacle installed a brand new cellular alarm in my home with a touch screen key pad. I love it. I was even able to cancel my home phone line (which I only had for the alarm). I haven’t had any problems. The salesman and the electrician were both respectful and professional. I would recommend Pinnacle to anybody.
Don’t buy Pinnacle systems
I purchased a home alarm after the same thing had happened to me that happened to the person that wrote the June 24/10 review. I however, purchased in August of 09.
After installing the equipment, they informed me that I did not get the smoke alarm or a light for my sign. It states in the contract that if you do not receive all the parts within 30 days, that you may leave the contract. After having no luck to get the equipment I pay such a high monthly rate for, I told them I wanted to cancel. They told me the same story about Saturday being a work day in the states and fed me more crap. Long story short I am still stuck with their incompetent services.
Also, they ask you when you would like your payments to be out. When I told them the 28 of the month, I expect the 28 of the month. The first month they took the payment on the 5th, the next month they didn’t take a payment, and the month after that the same thing. After phoning and complaining that they are not taking out the payments right, they gave me a credit that should have been one month. The next month a credit AGAIN, so I called them and told them that this was an error, and to please take the money out. This happens again and again for about 4 or 5 months. No money taken and I am phoning every month.
They finally call me about a week after the last phone call that I made to them, asking me for ALL THE MONEY I “owed” them. This is a joke I thought. (They admitted) to me that this error was their fault, but because I was getting the services I had to pay. I am a Canadian resident and Pinnacle is based out of Utah. Am I supposed to make a trip down there every month to pay? I dont think so.
My advice to anyone reading this is to stay as far far away from Pinnacle security you can!!
No problems here
I have been with Pinnacle for 2 years and have never had any problems. It is NOT a scam. It is a legit company with a great system. People that say they were scammed were ones that didn’t read the contract or listen to the Representative. There are dishonest people out there, they might have hired a few dishonest salesmen, but that doesn’t mean the whole company is corrupt! They are a great monitoring company and if it weren’t for them I might have lost my 2 children to a house fire. So thank you pinnacle security representative for knocking on my door!
Sales rep lied
A Pinnacle salesman came to my home and persuaded me to try their system, emphasizing that I had 3 business days to try it out and cancel if I didn’t like it. This was Wednesday at 6:30 PM.
By Sunday, I had problems with the system. I got multiple error messages of “living room failure” when I used the status key. Also, the front door didn’t arm, only the back door and the front window. I actually was able to open the front door when the system was on without triggering any kind of alarm. I called Pinnacle Monday morning and told them I wanted to cancel, as Monday was the third business day. The representative said “In the US, Saturday is a business day”. He was serious. Firstly, not true. Secondly, did he think I was a foreigner? I also spoke with the salesman, who tried to persuade me that Wednesday was the first business day to try it out, even though it wasn’t installed until evening.
This salesman had told me it was an advertising campaign with a special price provided you had a Pinnacle sign on your lawn (yes, very special: twice as much as what ADT charges). He said three of my neighbors had gotten the system. When I walked around the neighborhood after my trial system had been installed, I could not find even one neighbor with a Pinnacle sign on their lawn. When I asked him about this, he said “They didn’t want the sign”.
After I sent in my certified cancellation letter, I disarmed the system, not wanting to use it further. The following Sunday, I visited my father, 80 miles away. I recieved some interesting calls from the Pinnacle monitoring center. Apparently, my turned off system kept sending alerts, either intruder alerts or carbon monoxide alerts, they weren’t sure which. They reassured me that the police or fire dept would only check the outside of my house to ascertain if everything was ok. Wrong! When I got home, I found someone had entered my perfectly ok home and completely disassembled the system: the keypad box, the basement box and the CO detector. After two calls to police and fire dept and anxious waiting, it was determined that the fire department had done it because of excessive alerts or alarms from my turned off system. It was the only way of stopping the false alerts from continuing.
I am still trying to get Pinnacle to honor their contract and allow me to cancel, since I contacted them within the time frame specified. Be very careful when you sign anything. Don’t just listen to the person’s words, read every line and every letter or number on the contract. If they pressure you that you must sign or decide right away, a red flag should go up. An honest company doesn’t need to use these kinds of high pressure techniques. It’s ironic that a company selling a security system is one of the biggest scam artitsts I’ve met in a long time.
True misrepresentation by Pinnacle
On June 3, 2010, ***** ******* knocked on the door of Mrs. E in Albuquerque, NM asking if he could place a sign in her yard, he could install an alarm for free. Unfortunately all Mrs. E heard was free. Mr. ***** ******* represented himself as a sales employee for Pinnacle Security Alarm. Mrs. E’s first language is Spanish, and not having a good understanding of what was told to her in English that she she was not signing a contract that she is signing an agreement, she signed the contract not knowing that they were one in the same. This man blatantly took advantage of the fact that Mrs. E was Spanish speaking and did not have much understanding of what he was giving her. Mrs. E believed that this was a gift to her for allowing him to place a sign in her front yard.
She was told that she had 3 days to cancel the agreement and that these 3 days did not include the weekend, however when ***** ******* filled contract the wrote in that the agreement was signed on June 3, 2010 and she had until June 6, 2010 to cancel. On Tuesday Mrs. E called the Pinnacle Alarm Company to cancel her contract and was told that she could not cancel the contract due to the fact that her time for canceling the contract expired on Monday June 7, 2010 at midnight. Mrs. E has called everyday to cancel the contract and continues to be told that she will have to pay $2000 and that she will be sent to collections.
So if Thursday was June 3, 2010, and Friday June 4, Saturday June 5, Sunday June 6, Monday June 7 and Tuesday June 8, then what was her last day in which she could cancel her contract?
Monday June 14, 2010, I myself spoke with ***** ******** and discussed the fact that Mrs. E is Spanish speaking and did not understand that she was signing a contract. Also she was informed that she had 3 business days to cancel her contract; however his company refuses to honor the 3 business day cooling off period. Mr. ******** stated that he was a personal friend of the owner and he would see what he could do and give me a call back this evening. Needless to say I have not heard a word from this man. I have researched this company’s complaint history and I cannot believe that they are still in business. Their unethical and unlawful practices speak volumes as they continue to misrepresent themselves and take advantage of many people.
Pinnacle Alarm Company needs to honor the 3 business day cooling off period for canceling a contract and allow for the cancellation of this contract. Mrs. E acted in good faith and was responsible in her attempt to cancel her contract within the 3 business days in which she was given to do so. Why is this company allowed to continue operating under such unethical and unlawful business practices when unfair methods of competition and unfair or deceptive acts or practices in the conduct of any trade or commerce are declared unlawful? I am committed and will contact the attorney general along with the news media. I will not stop there; I will work to have a national awareness of this company and their business practices.
To the employee that states that Pinnacle has over 900,000 and only 1,400 complaints. Are we supposed to be overjoyed with that statement? Glad that you believe that the company you work for is providing a great service without deception, however I have a news bulletin for you, PINNACLE THINKS THAT MISREPRESENTATION, UNETHICAL AND UNLAWFUL BUSINESS PRACTICES IS THE WAY TO DO GOOD BUSINESS, I can only say, I hope that you will one day be a victim of your own despicable organization.
Very satisfied here
I’m very surprised to see all these negative reviews out here. I have been very satisfied with Pinnacle. The salesman and the rep were both very professional and courteous, the system worked from minute one and hasn’t had a hiccup, and the charges have been exactly what were disclosed. I am locked into a 42 month contract, but that was fully disclosed by my salesman. This is the first alarm company I’ve worked with, but my expectations were to get a fair price and to get good service. I have to say those expectations have been fully met.
Company is truly unethical
On the date 05/24/10 around 6 o’clock, a salesman representing Pinnacle Security came to my home located at ********* in Metairie La. The salesman, an Area Manager offered to supply my home with a state of the art security system at no cost to me, he called it a model home.
The manager went on to state that because I have been picked to be a model home in the area, would help with their sales in the area, and I could take advantage of a no cost system and all future upgrades from Pinnacle Security at little to no cost to upgrade. I was sold on options that were to be provided by Pinnacle such as; temperature control and security cameras that can be viewed through via the internet, through the provider’s website.
The security system Pinnacle installed is a Simon XT, manufactured by GE, which cost $99 to activate and $120 in upgrades which totaled $219. The monthly monitoring fee was advertised to be $49.99, which included the monitoring of the system currently installed and all future upgrades and options as listed above. I was told that Pinnacle Security is a good standing with the state of Louisiana and was advertised accredited with the BBB (Better Business Bureau). On the same night of 05/24/10 I canceled a current contract with ADT Security and paid out $430. The current contract with ADT needed to be canceled in order to accept a contract with Pinnacle Security.
On 05/25/10 I contacted Pinnacle corporate office to find out when the options I wanted were available to be installed, listed above. Pinnacle’s customer serviceman and tech support were unable to provide any documentation or release dates for the products listed above. I also discovered that there is an additional monitoring charge in the amount of $5.00 for each camera added to the Simon XT system, and that there is an additional charge for adding the temperature control via internet. But was unable to get that amount.
On 05/26/10 after reading over the contract and determining Pinnacle’s policy, I decided to research Pinnacle Security via the internet. I discovered Pinnacle Security is not accredited by the BBB, and that Pinnacle Security’s rating at the BBB is currently rated “F”.
On 05/27/10 I got in touch with the Louisiana State Fire Marshall’s Office. I was told that Pinnacle Security is having many complaints about their selling practices. Later that evening on I faxed the cancellation form over to Pinnacle Security, and telephoned the customer service department to confirm the cancellation. The cancellation was confirmed that same evening (05/27/10 7:27pm) on the third day of right to cancel as described in the contract provided by Pinnacle.
As of 06/09/10 I currently do not have a monitored security system, because as stated in the contract provided by Pinnacle Security, they have within 20 days to remove the security system. If Pinnacle does not remove the system within 20 days, I may retain or dispose of the equipment without further obligation. Pinnacle has 10 business days to refund any payments made, which has not been met according to the contract. I call the cancellation dept about the breach of contract. Pinnacle’s representative admitted guilt in the breach of contract, but would not accept a penalty of my request to retain the equipment. This company also violated state ethics policy by allowing me to cancel a current contract with ADT which I had to pay out $430. I am attempting to hold Pinnacle Security responsible for these problems.
Elderly can make their own choices
I am very shocked at all the terrible terrible reviews I have read about Pinnacle Security. Most of them consisting of elderly people getting ripped off.
One review stated elderly people are not handicapped which is true. They can make there own decisions and if they arent interested at all in having a home security system they can speak up! I highly doubt the Pinnacle Security Reps FORCED them to sign with them!
We just got Pinnacle Security and as most reviews have stated, yes it was done by a door to door salesman. Our Rep was young and yes fast talking and very interesting to listen to. You do get sucked into what there saying….however I know if you were seriously not interested and told them that they would leave! My husband and I had talked of having a home security system but never wanted to front the money for one. Well with Pinnacle, as long as we keep their Pinnacle sign in our yard (why wouldn’t you?? If a robber was scanning the area and saw a home with a security system sign in the yard…I’m sure they would skip your house!) We got a special promotional rate of $49 per month. Obviously at first, the rep said its all free. Then we were straight up front with him and said, Whats the catch?? And he told us. A fee and agreement of 42 months at $49 a month. Thats it. I asked a TON of questions to our rep…everything I could think of down to the detail. I even read the small print. We knew the terms ahead of time, we were informed we had 3 days to decide if we wanted to keep it and they would remove it free of charge. There after, you are locked into the contract for 42 months. If you terminate early, you pay 75% of the remaining balance for the 42 months.
After signing we had to get on the phone with the sales rep with the rep still at our house to verify everything we discussed and he reinformed us and asked us again if we were aware of the contract details. So people who say they werent aware, I dont know how because you go over it a few times. The only thing we didn’t know was the tech would install the system the same night, but whatever we were ok with it. Our tech did a fantastic job at installing everything! He even cleaned up his mess and was very friendly and yes young as well.
We got a sweet system, the GE Simon XT which is a cellular system. We’re only in our 5th day with the system and love it. It works like its supposed to! I just viewed my cc charge today and everything discussed the night we signed that they said they would be charging us for was accurate. Nothing extra was thrown in there. I did make a call the next day to Pinnacle (the 800 number on our invoice) to request window stickers because the reps were out and the sales agent on the phone was polite and said he would get them out for us.
We also got 3 keyfobs with our deal. One we did choose to pay for one as an extra at a special rate of $45 which is valued at $99 per keyfob. Those things are awesome! Along with our package were also signed up with alarm.com That is a SWEET site! You can view all your history and who has alarmed and dealarmed your home and at what time. You can get alerts by email or text of all activity as well. There is also an iphone app for it as well and you can do the same thing there as on the computer. Not to mention you can alarm or dealarm your house with the click of a button on your computer! Its very cool.
I hope this review is helpful to those who have also read only the bad reviews calling this company a scam company and waste of time. We have had no problems. Everything works like its supposed to, the system itself is very very nice, the 1 time I did call in the sales agent was polite and I was charged accordinly. Basically people need to learn to ask a ton of questions if unsure and read the small print. This company is not a scam or fraud company.
Company scammed mother
This company has just SCAMMED my 83 year old mother into believing she needed a home protection system in a 65 ft trailer! When she called to cancel they said “we’ll get back to you”. No one did and my mom kept calling to cancel and they finally answered her call on day 4! When she told them she wanted to cancel they said sorry your past your 3 day period! She can’t afford it! Her sales rep ripped her off and never called her back to cancel it and now they want her to pay $50 a month for 3 years.
They now have her SS# and her bank account # which we went right away to the bank and stopped payment to this company and then we called consumer protection. They are sending out forms for us to file suit against this company. I then called the company and they they said they would review it and offered me a lower rate per month!! I said NOOOOO get your equipment out of this house we are not paying you a dime. Consumer protection said they would back us in our efforts. What a bad company. Don’t let your aging family members get caught up in this mess! I also sent out a letter of cancallation to the company, CERTIFIED, for proof. How do they sleep at night doing this to older people. They should be ashamed of themselves for taking advantage by using these tactics! BEWARE PLEASE!
Never use Pinnacle
Pinnacle is terrible. Fast talking door to door salesman convinced my elderly mom to have equipment installed immediately with guarantee of removing at no cost in 30 days if she didn’t want it. She had not consulted her children and it was agreed to have it removed before any costs were involved. Saleman later said on phone, “Give me 2 days.” He knew the removal time was 3 days and not 30. She could not get him on the phone after that…of course! Pinnacle people were “So sorry” but she has to pay for 2 months because time limit was not met. Person on phone said this salesman will be “disciplined”. I bet. The company’s apology should have come with a waiving of the two months they are making my mom pay for NOTHING! NEVER, NEVER, NEVER use Pinnacle Security Systems. The equipment might be great…we don’t know…their sales tactics are dishonest and predatory!!!!!!!! We will tell everyone we know, meet or have influence over that these are scammers of the cruelest kind who take advantage of the elderly. I am ashamed of them.
Don’t do business with them
I was informed by their sales rep that I’ll have the first 2 months free and an extra month for having a corner lot if I place their sign in my front yard. If I did not like the service I can cancel in 30 days. Agreed and signed the contract.
First issue was my fault…Was told $40.00 per month after the free months.. The first month I got billed $49.95…so no free months and more. I called and the agent said he told me $49.95 and I was billed for $49.95…I said OK since I signed. My fault for not reading and verifying his promise, but where is my free months and if it was not rectified I want it cancelled.
He informed he will call his company and get it straightened out. I kept calling agent and customer service and both kept giving me the run around…next thing i got another deduction from my card of which was to be my second free month…still not free months. Spoke with agents and they informed that I’ll be credited and sorry for the confusions…felt good until the 3rd month with another deduction where I filed a dispute with my bank of which I was able to get back the present month. No issues for months, then all of a sudden anther deduction. There goes Pinnacle again…called their customer service and informed them of the whole nightmare and the agent transferred me to the cancellation department after apologizing, Now Cancellations, informing me that it’s too late to cancel and the only way out is for me to buy out at a $400.00 value. Rip off these people are. I called my bank and the once again honored my dispute with the evidence provided.
Don’t do business with them and if for any odd reason they talk you into it…get everything in writing prior to signing or you’ll end up mad!
Don’t trust Pinnacle Home Security they may have a good GE system for your home but the company is a RIP OFF. They are the ones who end up robbing you.
They’re not so bad really
Pinnacle security is like any other company. Obviously not everyone is going to be satisfied. Look at Toyota, they’ve been a great company. A few mis haps and everyone wants to crucify them. Pinnacle has secured the homes of over 900,000 people in the last 10 years. And how many complaints are there? Not many. My alarm by pinnacle works great. No problems. I have the new touch screen which is by GE and is an amazing piece of equipment. I find it disgusting to read the negative reviews some people post, simply because someone from Pinnacle, usually a younger guy in his 20’s, sold an elderly person an alarm. Elderly people are not mentally handicapped, and I highly doubt a gun was put to their head. They can decide for themselves. And to all the haters out there, ask yourself, out of every company you’ve been a consumer of, have you ever once posted positive feed back? Probably not. Your all just a bunch of babies. Grow up and be responsible. 90 percent of pinnacles complaints are just people with buyers remorse who decided to cancel to late after the notice of cancellation period. Lets get real people. Pinnacle is a great company and has been good to every reference I have ever given to the sales rep who originally sold me my alarm 2 weeks ago in Minnesota. He was honest, caring, and actually pretty funny.
Want to go back to Brinks
When the door to door sales rep approached me, I explained that I was very medicated for severe migraine activity from a car wreck 10 yrs prior that left me disabled.
But he kept talking and got my attention with the “cell phone option” and getting rid of LAN line. I take total responsibility for being dumb enough to do business while under heavy medication for migraine activity. We had just undergone a major flooding catastrophe here in Nashville and I believe everyone’s mind was elsewhere. I asked if he could come back another day and got the spiel about how my house was the “best looking house in the area” to represent their company….solar lighted signs…key fobs…same coverage as with Brinks including external alarm and connected via cell phone so I could save money by trashing LAN line.
I asked him to do install another day as I was not feeliing well at all and let him pressure sell me by telling me he couldn’t offer free installation unless I let the tech that was in the area do it right then. Was told it would take 20 minutes. That was around 630p and the tech left at 1015P. They couldnt get the system to work..had the wrong simm card for our Verizon phone, system wasn’t compatible with our external alarm so that was a wash.
Sales rep very rude after I called at 1015P to inform of situation. He would take no responsibility for anything but blamed the tech for all. Only good thing I can say about Pinnacle is the tech was very knowledgeable, but not informed about the cell services used in Tenn as he was in from another state. We cancelled within 3 days, but not b4 they managed to deduct an extra 130.00 from my acct for my FREE installation.
I called Brinks (who is now Broadview) and asked them to please take me back. Never had a prob with Brinks and no one I know ever has….if need be I will contact Consumer Affairs for my full refund and of course BBB. Hope this keeps someone else from making the mistake I did.
I have had Pinnacle for over a year and have had no problems. The alarm has gone off a few times, I have been called by the alarm monitoring company on my land line and cell phone. When they couldn’t reach me (I was asleep and slept thru all the ruckus) they contacted the police who showed up promptly. The times that the alarm went off and I was awake and able to respond, they were very courteous and polite. All in all, I have been very happy.