You’ll regret getting Pinnacle
I had signed up for the security system back in July of 09 and thought it was a good idea at the time.
I had agreed to the terms and was ok with it. My wife had come home two days later and told me that due to the economy downfall, her job was getting cut back and the income on her half was not going to be as much anymore. I had talked to a few people at the Pinnacle security company and pleaded my case saying that it wasn’t feasible for us to keep the system.
One guy told me to fax a copy to a 1800 number. I did this within the ten days of their cancellation time. I never heard from them that week, so I tried the next week and the the week after that. I still have the original faxed copies(3) of the days they were faxed. I had noted on the sheet for someone to respond to the fax but no one ever did.
A few months later I was contacted by them stating I was in (arrears) for my account and needed to pay up right away. I said I had faxed in the paper to the # requested and shouldn’t owe anything. I asked if they got the papers faxed to them and they said to resubmit them and it would be ok. So I did! Again! Once again I was contacted and was told they never got it so I asked about the originals that I resubmitted. They said it wasn’t good enough, and that anyone could have made up those papers and said they were the original ones. He then said I needed proof that they were sent at that time and date (8 months later). I had contacted the phone and fax company that we deal with and they said since it was not a long distance # and was a 1800 # they couldn’t track it because there was no record of “local” faxes.
Now they want me to pay 1600 dollars for the full contract and i don’t even use the damn thing at all!!! What do I do?? Please let me know!!
Fell for their stupid scam
To start off with I can’t believe I fell for their scam. The salesperson is fast talking with upgrades left and right. I told him we had alot going on and he said it would be fast. I got completely sucked in. He said the only way you could get the promotion and upgrades is that you had to be flexible with the installation. I said o.k. and then he was on the phone, and lo and behold they were in the area. I had already had service with ADT and liked them, but the upgrade and $10 less a month sounded like a good deal. About 15 min later there was the installer, trying to get me to buy more products. He left me with a DVD and a 4 page instruction booklet but had not told me how to change the password. I figured I would just call the 1-877 # and ask them. No live person to talk to. I called the sales person back who had the installer call me, by this time I knew I’d be cancelling the contract. I had checked online and found out that they had an F rating with the Utah BBB. The next morning I called the sales person twice and let him know that I’d be cancelling and to have an installer be there in the a.m. I told him that I was sure that there was someone available since they had come so quickly to connect it. He got back to me and let me know that I had to fax the original document to the company. I will do that tomorrow. I am happy that the other reviewer stated that they were prompt about that. Again, can’t believe I fell for it, but it happened so fast. Beware if they come knocking.
Stay far away
Pinnacle Security is a scam and a joke.
We had a door to door sales man come to the house and offered this great security system. Well, when they came out to install it we had told the NOT to use staple guns and told them they had to predrill the holes before they put the screws in because our walls are like concrete. Did they listen, no. When the sloppy technician left we have discovered that he did just the opposite of what we told him. I have holes in my walls and staples on the floor in which my 1 year old child found and had in her mouth!! The glass breaking sensor went off everytime the radio was on and it fell off the wall about an hour after he had left.
We were told by the sales man that we could call and cancel at any time and there would be no problem. Well we called 10 days after the installation because we kept getting false alarms and the equipment was put up half a#$ed. I was told that in order to cancel i would have to break my contract for over 1,800.00 dollars!!! I was never told i was in a contract nor was my husband.
They also had done a credit check on us with out our permission and now we have a creditor calling wanting us to pay 250.00 a month for the next 3 months and then they will call back to see what we will settle out for!!!! We they can kiss it because im not paying for the service we got that was for only 10 days and all the holes in my walls, much less than if our daughter had swallowed a staple.
We were lied to from the start and if I have to go to court then so be it. they will lose. I must say this to every one out there, make sure you read a contract before signing it and also look up the company and the bbb, reviews, and all the research for that company.
I wished I had never gotten the system with pinnacle and it has been a pain since then.
Thank you Pinnacle
I have nothing but good things to say about this company. First off they were very professional and willing to help. The guy who explained my system was very knowledgable and seemed to really care about my family and interest. Anybody who has anything negative to say about Pinnacle should get a life and stop complaining. This is a great system w/ alot to offer, and it’s the best thing I’ve ever done for my family.
Most people are very happy
Pinnacle has more satisfied customers than disatisfied in my opinion! I have had the system, got my parents the system and had many others tell me how well it works for them. The sad and simple truth is that their are untruthful people in the world, whether they are the sales reps trying to make a deal or whether they are the customers just trying to get out of the agreement they signed up for. I can honestly say that as I have used our system that I have been as pleased and more pleased than many of my neighbors that have “other” alarm companies like ADT or Broadview. If I were a sales person I would stay away from a lot of the flaky people who just want a handout and then when the realities of the world hit they back out and don’t own up to responsibilty. This life is what you make of it. Thanks Pinnacle security for securing our home very well.
Pinnacle is actually a scam
I strongly disagree with the author of the review dated 1/9/10. Pinnacle Security is in fact a scam and their contract is not bulletproof. I was sucked in by all of the lies and unethical sales tactics that people here talk about and that the 1/09/10 author says that he used (to be) an employee of Pinnacle. What I don’t understand is how he can admit to being not only trained to use these kind of tactics, but then actually doing so, and then claim that the company isn’t a scam. You can have the best equipment that money can buy but without the support, it’s worth nothing. It’s not the equipment, it’s the company.
I have filed a complaint with the Utah BBB and have not agreed to the binding arbitration that they offer, we aren’t quite to that point yet. I will give a brief rundown of my experience with the company.
When they installed my system, they didn’t even bother to get the proper emergency phone numbers for my area, nor did they make any effort to verify that they did have the correct numbers. When I notified them that they in fact didn’t have the proper phone numbers for my area, they did change the numbers, but not only did they not have the correct numbers for a second time, they again didn’t bother to verify that the numbers were correct. They were not. I called them again, now three weeks after the installation, and I finally had to provide them with the correct emergency phone numbers myself for my area. This is a serious breach of contract, and one of many that I have experienced since becoming involved with Pinnacle Security. I was still charged for that three weeks that I had no service, and when I confronted them with the their error, they just blew it off. Their attitude is obviously, get in, say ANYTHING that it takes to get a signed contract, and get out. My contract calls for their payment to be debited from my account on a specific date, since the very beginning they have debited my account at will, at random, whenever they wanted to. The list of breaches goes on, and that’s to say nothing of the total lack of customer service. The very first time that they came into compliance with the contract regarding the payment date was for the current month of April, quite obviously because of my complaint with the BBB. I will provide anyone that requests it with a copy of my complaint and all of the details of my experience with Pinnacle Security.
I have consulted briefly with an attorney, I gave him copies of all the pertinent information regarding my case. It wasn’t a long conversation, and we didn’t get into a lot of details, but his opinion is, based on not only the BBB complaints, but the hundreds, if not thousands of similar complaints against Pinnacle Security on various different websites, that this may very well qualify as a class action issue. If we get enough people on board, we can at least insure that Pinnacle Security seriously changes their business practices, if not more. Hopefully much more.
In the interim, I would encourage everyone that has had these types of experiences with Pinnacle Security to get the word out. Contact your local newspaper in the form of a letter to the editor, do the same with any city in their state with a population of a few thousand or more. I live in Alaska, and sent an email to the Juneau Empire informing them of my experience with Pinnacle Security, as Pinnacle had their parasites trolling for more victims there. Have them look at this website, or just Google Pinnacle Security and that alone will direct them to several websites filled with negative reviews concerning Pinnacle Security. Google “lawsuits Pinnacle Security” and you will see a lawsuit for wrongful death where allegedly because of a “mistake” on Pinnacle’s part, two firefighters lost their lives in California. The list is endless. They have no morals or ethics, their priority in money, money, money.
My email is firstname.lastname@example.org.
Can’t wait to be free
I live in Miami, Florida. I had (an) ADT Security System before, and never really had a problem with them.
Pinnacle came around my neighborhood one day and was installing a new upgraded system better then what I was currently with ADT with a bunch of other deals. At NO extra cost, just about $10 more on a monthly payment. I honestly feel like I should have just stayed with ADT. I was no longer in a “contract” with them.
I’ve had about two issues with them (Pinnacle) that concern me. There is no direct line to call of an Emergency; I have to go through an operator system and dial numbers. Its just all so very confusing. A part had to be replaced which I had a representative calling me everyday saying I had no communication for about a week.
Instead of them having it repaired right away, sending someone to my home or sending the part to me FedEx or UPS, it was sent via USPS (Mail) which took a week to arrive, never giving me the option to send it to me so that I wouldn’t have down time. Now, I was already down for two weeks. It took 20 minutes for me to install this part.
They gave me a credit two months later for the down time that I experienced. Their customer service is Horrible!!!! It honestly feels like they don’t know what they are doing. It’s a complete nightmare!
I am counting down the days when my current contract is over with them.
Company uses predatory sales
This company is totally unethical and preys on older people.
The Sacramento Sherrif’s Department has had numerous calls complaining about Pinnacle but are unable to do anything because they aren’t doing anything illegal but they consider them suspect and are watching them.
In April 2009 they contacted an Asian lady living in Orangevale who was very obviously suffering from dementia. Their sales pitch is to scare the prospective customer by claiming there have been home invasions, rapes and robberies in the immediate area. Salesmen are returning LDS missionaries who come from the area in which they are selling for Pinnacle.
Luckily we found out about selling this lady an alarm system before the three day limitation (in California) and cancelled the contract even though they had installed the system the same day of the sale. The installer was so upset when he had to return to the home to remove the system and ended up yanking the control system from the wall, leaving a large hole in the sheetrock. They yanked off the contacts from the two sliding doors and left the tape and scratches. They pulled out the contact switches from the door jambs and left 1 3/4″ holes in the doorjambs. They yanked out the telephone cord and broke the end leaving her with no operating telephone. I have pictures of all the damage they did for record.
Don’t do business with this outfit. They have a very bad reputation.
Way to go Pinnacle
I just want to commend the Pinnacle guy for installing our system professionally. I’m usually used to installers or tech visits to my home and I usually always clean up after they do their jobs in my home but Pinnacle’s rep was very professional and he cleaned up right after he installed our security system. He even did a safety evaluation before he installed everything. My previous company just installed and left without even entertaining my concerns coz he apparently had “hectic installation schedules”. Courtesy is not common these days but at least there are still companies like Pinnacle Security who truly values what their customers really want and need.
Pinnacle is a trainwreck
Within two weeks of installing the security system I received calls from various Pinnacle representatives requesting a payment for service. I’d already given a three month advance payment to the system installer in the amount of $147.97. Needless to say I was less than thrilled to receive numerous calls for payment which was already provided to the agent. Moreover, I continue to receive calls to this day for payment. This waste my cell phone minutes and if this inept firm does anything to my credit rating I’ll see them in court for defamation. The GE hardware maybe good but the Pinnacle Security firm is the worst firm I’ve ever dealt with in my life. If I receive one more notice for payment of a bill, I’ve already paid I’ll seek legal counsel and terminate the contract. I hope someone from the firm reads this and passes it to the CEO or COO. I recommend anyone stay away from this train wreck of an organization.
Not happy at all
I have been very unhappy with the alarm since it was installed. My previous system with ADT had 3 keypads. The salesman for Pinnacle misled me into thinking that I would be getting a similar system. I have false alarms constantly. My garage was robbed in spite of having the system. I quit setting the alarm about 18 monthsa go because I was tired so all the false alarms. Pinnacle wanted to charge me to come to my house to check the alarm as they said there were no false alarms. Of course there weren’t I never set the alarm!
Great experience with Pinnacle
I live in Los Angeles County, California and had the alarm installed almost 2 years ago and had so far a great experience with the system and the customer support. I have had two alarms go off accidentally, and within minutes received calls on cell phone plus text messages indicating which sensor had detected, and in one of the two occasions the police was called and showed up in less than 5 minutes. On the other alarm I requested the monitoring center not to call the police.
(Added Feb 13/10) This “company” scammed me, and falsified a document, claiming a contract that was one year, was 3 years, and also installed the alarm without a permit. My city, Hollywood, Florida, when contacted said that the company would be in serious trouble, as it appeared they had done multiple residences without any permits, and the city would investigate. When I told Pinnacle this, they agreed to cancel the contract, but then 3 months later, a charge from them appeared on my debit card – now they are hassling me again, and trying to say that “there’s no way my account could have been cancelled”. Unfortunately for them, I saved the voicemail from the individual I dealt with, with him stating “your contract is cancelled, I apologize for the inconvenience”. I’m still waiting for a call back from the same guy, but the people in the cancellation department were very rude. Tomorrow I will be going to the city building department, and this company is going to be in MAJOR trouble. After that I’ll be headed to the BBB of South Florida. It’s ridiculous that these people are willing to get shutdown, and would rather rip people off for as long as they can get away with it. This time, I guarantee, they will lose big.
Learn about them before doing business
As someone else wrote, I wish I’d known of this site before doing business with them.
I told the salesman I planned on switching phone service to Vonage in a few months. There was no mention that this could require additional equipment for proper monitoring, and no mention of additional fees for police to respond. The yard signs which were supposed to be part of the promotional deal still are not delivered, despite 3 requests during 8 wks. service.
What really got me was a contract statement I later discovered: “In compliance the the Fair Credit Reporting Act, Customer acknowledges that it is authorizing Dealer to obtain a consumer credit report.” The salesman told me my neighbor didn’t have sufficient credit, but that mine was good. Obviously credit checks were done beforehand without authorization. Some of you reviewers have expressed interest in legal action. I am also & can be contacted at my email: email@example.com for any discussion.
I’m still not happy with the company. However a bigger issue is that I’m unable to pay the monthly fee due to the costs I’ve paid to assist my brother with his medical bills for a progressive illness. I’ve talked with a couple of representatives, explained that most of my credit cards were frozen due to medical hardship. They did give me 2 months of grace/suspended payments on 2 occasions. My situation has not resolved; I spoke with an attorney who acknowledged there were “contract irregularities”, but advised me to consider medical bankruptcy in view of my circumstances. I had reviewed the contract, noted all flaws, ect. (they checked my credit before coming to my house, without my permission).
I called them late last Fri. afternoon. After hearing a recording that apologized for any phone problem occurences due to some system update, a customer rep. came on line. I was nice & briefly explained to her my situation and attorney’s advice. I said I didn’t want to file bankruptcy and if I did, “no one would get anything anyway.” I asked if we could consider a good will agreement whereby I wouldn’t pursue contract irregularities, I’d send documentation of my brother’s illness & treatment & the contract could be disolved. She asked to put me on hold, I said okay, as she was having to check on this. After a couple minutess, there was a phone disturbance & I was disconnected. It was near 5:00pm so I’ll re-call on Monday.
To Editor: Would I be able to communicate with these two reviewers: the one written 12/29/09 that mentioned bankruptcy; one written 8/24/09 & updated 1/22/10 that stated they’d stopped all payments. I’d like to know their outcome. My email is firstname.lastname@example.org if they would please contact me. Thank you so much.
(Note: This is a repost of a review originally published in February, 2009).
Company bought out and became trash
In May of 2007 we signed a security contract with Pinnacle Security which was later sold to Castle Rock Security. (Note from admin: Pinnacle was not bought out by Castlerock. Security Associates International [one of the companies that provides monitoring for Pinnacle customers] was bought out by Castle Rock).
In January of this year there was an attempted break in on our home. Instead of an alarm notification coming from Castle Rock, it came from the police! Neither my husband or I was ever contacted by Castle Rock, even though both of our contact phone numbers are listed on the contract and havent changed since May of 2007. The police officer had to look through our personal papers to find a contact number in order to notify us a break in had occured. That same day my husband and I decided to cancel our service with Castle Rock and were notified that we had signed a three year contract! The “nice, clean cut salesman from Utah” had lied to us, he had said our contract was month to month. There is no way we would have signed a three year contract as this was a starter home for us and were planning on living there only for two or so years. (Also I have serious commitment issues with companies and contracts, which is why I own a prepaid cell phone.) However, we really should have paid more attention to the contract. Luckily our contract was up in May of 2009 so we decided to suck it up for a few more months.
When I looked at my contract in detail I noticed that it stated that we are required to send a written letter of cancellation thirty days prior to the end of the contract term or it would automatically be renewed for a year! What a scam; especially because we were never told that important detail over the phone when we asked about the cancellation procedure.
I faxed Castle Rock a letter asking for confirmation of cancellation in writing. Days later when I called to confirm they recieved the letter, I was informed they did but that we would still owe them money until September! I told them that our contract was signed in May, they agreed, but stated that their records showed that they didn’t start charging us until September. I disagreed stating that we were charged from May on. They said that we needed to show them proof, to which I said that I didnt have the burden of proof because I have a contract signed in May. It turns out when Pinnacle sold our account to Castle Rock in September of 2007, Castle Rock didnt input the monies that had previously been paid to Pinnacle! Imagine if I had just taken their word for it that we owed them until September?
As of now everything is straightened out with Castle Rock but we’ll see if at the end of May I recieve a bill stating we owe until September. I wouldn’t be surprised. I see that break in as one of the best things that could of happened to us; although we had some property damage from an attempted thief, we were made aware of the thieves at Castle Rock Security.
Contact the BBB and AG
I returned having been gone for three months.
My grandma had a new security system that made no sense since she couldn’t hear it if it went off and had unintentionally set off the last one she had, that was provided free, and had it remove after an accidental 911 call. I contacted the company naively thinking the company would cancel the contract because the paperwork indicated the sales rep had filled out some of it, and whoever installed it had left the notes he wrote that indicated she did not understand the system when it was installed. My attempts to get a rational response got me no where. A family member took over and he could get nowhere with them. Research through the BBB website has shown that Pinnacle has had legal problems in multiple states accusing the company of operating without a specific license to fraudulent practices.
I recommend anyone who is dealing with Pinnacle to contact the BBB and their state Attorney General’s office.
We got a somewhat positive result. However, it was not because the company has decent customer service practices. Part of the problem is the company cannot legally get a business license in the state of Illinois. It has been sued by multiple states and may still be in litigation with the state of Illinois. (Check the Better Business Bureau profile on the company.) The only reason they were able to sell in Illinois is because some genius at the local court house does not require a business to be legal in Illinois (ie a state license) to get a door-to-door sales license. (Found this out from my local Better Business Bureau.)
I finally got my head straight and filed a complaint with the Better Business Bureau. Between the Better Business Bureau, and my uncle threatening to take them to small claims court, it was somewhat resolved. My grandma received a refund for monthly payments. However, the company refused to remove the system (which I had the phone company cut last November.) The company claims it improves the value of the house. The truth is they have no office in Illinois, cannot legally operate in Illinois, and the sales reps they shipped down from out of state are no longer here.
Service is always bad
I have been a customer for 2 yrs and 8 months with Pinnacle Security and I can tell you that their service is terrible. For this duration of service I have had only two calls regarding my alarm going off and the only reason it went off was due to faulty equipment.
Since then my alarm has gone off several times and I have yet to receive a call from the monitoring center. Nor has a police office arrived at my home. There customer service department is a JOKE, they are trained only to take your information and say they will look into it and get back with you. They are told not to forward any calls to there management team. It took me three weeks, calling on a daily bases before I was able to speak with a manager and my problem was not even resolved. There is no communication what so ever within departments. I had to repeat myself from one department to the next.
Once a technician arrived, he did not know what to do. He had to call pinnacle, then ADT; no one knew who was supposed to be monitoring my home. It took him 2 hours to “fix” the equipment. What good does the equipment do if no one is monitoring the alarms??? This was a waste of my hard earned money.
I will not refer there business to any of my friends or family. I plan on advertising there horrible customer service and poor business ethic to everyone I know.
Just so you are aware, I work with New home builders from Single family homes to Custom Luxury homes and trust me I plan on me forwarding this information over to them and their new customers.
The worst customer experience around
I just want say, Pinnacle is the worst in customer service. Its been a nightmare dealing with them and I’ve only been with Pinnacle for 6 months.
First of all I was tricked into signing with Pinnacle. The rep knocked on my door, (I at the time had a ADT sign in front of my house) the rep tells me ADT had gone under and Pinnacle had taken over accounts, so we needed to update paper work and they would install a new updated panel box. So I said “ok”. The next month I received my monthly statment from ADT. I call ADT, and find out ADT had not gone under they are not affiliated with Pinnacle. I call Pinnacle and all they can say is sorry for misunderstanding. But I’m under contract and there’s nothing they can do.
So now my latest complaint, we were having technical problems in the middle of the night. We called for tech support, we were unable to resolve, so we dissconnected alarm. I called the next morning to set up appointment for someone to come out to my home. Setup appointment, no one showed! Well after 5 “no shows” I gave up. I decided to call my bank and cancel my auto debit, because I knew then someone would call. And sure enough someone did. (We didn’t have service for 50 days).
Finally a tech showed and fixed the problem. I sent in a payment for that month. I spoke with customer service to have the 50 days pro-rated, they transfer me to collection, collections couldn’t make a decision. I was tranfered back to customer service then back to collection. Then I was told they would “pay” 1 month for me but I had to pay $50 dollars for insufficient funds. I said no, I should not have to pay that because I canceled payment because I was not receiving service. I was told I broke the law because I went against my contract when I canceled payment. I asked where on my contract does it state that (what line) At this point the guy was very rude, said do you have your contract in front of you! I said,” I do”. He couldn’t answer my guestion. He sounded very fustrated with me because I wouldn’t back down.
He told me he was ending this conversation and hung up on me. At one point durning the conversation I asked to speak with his supervisor and he told me, he was the high person to speak with. So I quess the higher ups are the rudest ones. Anyway I guess I have to pay the extra fees or I risk getting my credit screwed.
Company doesn’t care about scamming elderly
Pinnacle Security preys on the elderly and scams them.
My mother can no longer care for herself due to a stroke and has moved into an assisted living facility, leaving my 81 year old dad at home for the first time and leaving me to take over their affairs. They had an alarm system, but my mom had always taken care of the business dealings, so my dad did not have any idea as to the specifics about it. Pinnacle Security, after they approached him at his home by ringing his door bell, left him with the impression that this person was a representative of his current alarm company by referring to themselves as “the security company”. He did not understand that he was already in a 3 year contract with the other company, and did not understand that he couldn’t terminate the agreement without penalty. He also did not understand that the Pinnacle agreement would not be terminated without a stiff penalty.
After the Pinnacle Security alarm installer completed his work, he told my Dad that it was customary to tip him!? My Dad gave him $20. Two months into the contract, when realizing how much he was spending on my mom’s care, worried that he would not be able to afford to pay for her care into the future, he decided to terminate his home monitoring service. When he contacted Pinnacle Security, they told him he had signed a 3 year contract and that it would cost him $1600 to terminate it. My father reached out to me for help.
I repeatedly contacted Pinnacle, requesting that they release my father from the contract. With every conversation, they have refused to budge unless the early termination penalty was paid.
I’ve escalated my calls to any supervisor or manager, explaining the situation, asking that they not prey on an elderly man who is watching every penny to care for his ailing wife of almost 60 years, and still they would not budge. In a state of unbelief, I wrote a letter to Pinnacle Security’s CEO, asking for relief from the contract. A customer service representative called me back, stating the CEO DIDN’T TALK TO CUSTOMERS, and that they still would not release my dad from his contract. Infuriated, I’ve filed complaints with both the Utah BBB and the Utah Consumer Protection Division. It is clear that Pinnacle Security preys on the elderly and scams them into a long and expensive contract. This company must be stopped.
The company agreed to cancel the contract after I pushed for binding arbitration through the BBB and filing complaints with the Utah Consumer Protection Bureau. They would not go back and refund any amount collected prior to the date of the cancellation, which covered a number of months. I’m sure they drug it out long enough to cover their expenses.
Installed without permits
Pinnacle Security fail to get proper permits before installing the system. The code inforcers are charging double the amount for the permits to the customers, due to Pinnacle failure to secure proper permit. Pinnacle customer service department don’t know what they are doing. Everyone passes you on to another person, who doesn’t understand anything. I wonder is this a legitamate company. Pinnacle breach the contract by not getting a permit before installing the system and now trying to collect from customer.
What a huge ripoff
This company is a total ripoff! Do not get an alarm system from them or you will regret it for the rest of your life!
I got my Pinnacle alarm system installed about two and a half years ago. Two guys came to my door and said they were offering a special deal to a couple of the people in the neighborhood and that I would get my alarm installed for free. I told them I was not the owner of the house but the alarm sounded like a good idea except the contract was too long for me. They told me that they would shorten my contract from 36 month to 18 months and I agreed thinking this would be a great alarm system. They told me that I would pay around 28.00-32.00 each month and that I would save a lot of money on my home owners insurance. Turns out the actual amount I ended up paying was 70.00 and I only saved 1.00 a year on my insurance. They encouraged me to forge the signature of the owner’s name and came in to install the alarm the next day. I set up my password and read the pamphlet and watched the dvd.
For the next couple of months, I went to work everyday using my remote to turn my system on and off. One day I came home without turning my system off before I came into the house and wondered why my alarm wasn’t working. As it turns out, I’ve been going to work everyday for the last six months without my alarm ever being turned on because the remote does not work unless I’m standing right in front of the keypad. I called the company to try to ask why the alarm was not working and they told me I was not using the remote right. The employees made it seem like it was my fault that their remote wasn’t working and that I was stupid to understand their “complex” alarm system.
From that day on I never used the alarm ever again. A couple of months before my contract was up, my daughter accidentally presses the alarm button and that alarm would not stop no matter how many times I put in my security code, not even after I ripped it off the wall. I finally had to call the company and found out that because of an error, my code security code was reset. I was very pissed off that I wasn’t even notified of this change that happened some ten months ago.
After the 18 months went by, I called the company and told them my contract was up. They told me that because they were never informed by their employee of the change, and could not find the original contract I had to honor what their contract said for 36 months. I was pissed off at this point and told them they could send me a bill for the rest of the 18 months left, they told me it was no problem. Come next month and guess what, they’re still taking the 70 bucks out of my checking account. I called again and again in the next couple months because every month the same thing would “accidentally” happen as was told my a rep. I finally had to put a check stop to that company and pay the 40.00 fee to get the company to never be able to access my account. This battle has been going on for the last year and a half.
I recently filed for bankruptcy and got a claim from Pinnacle that says my contract with them was for six years! Can you believe that, them cheating me out of my money for an alarm system that doesn’t even work for six years!
Conned father into buying alarm
My 83 year old father-in-law was conned into an alarm system from Pinnacle.
To set the stage, here is a man that recently lost his wife of 55 plus years, uses hearing aids, only has one eye due to an auto accident, and can barely move around with his cane after suffering a stroke a few years ago. He has dementia from the stroke and has to take medication for the condition. The family has to check on him throughout the week and because of the dementia he doesn’t know he is supposed to take the medication. He was raised speaking only Spanish and doesn’t always grasp English. He has lived in the same house for over 40 years and never had a break-in. When I go over I have to search all over the house for his mail since he doesn’t know where he put it. That’s when I found out about Pinnacle!
We immediately called to cancel and immediately started receiving the run-around. Even a letter from his doctor stating his inability to make these kinds of decisions and a personal phone call from the doctor have been useless. I needn’t continue with the same story of out right lack of integrity that many of you have expressed, we have seen the same. My wife has financial power-of-attorney and even that is being ignored. They are now threatening to put a lien on his house!
However, I do feel “WE” need a plan. We have gone the Attorney General route and we are awaiting answers. In the meantime I have contacted their local Utah newspaper, and will go farther when necessary such as their local TV stations, their local radio stations, and their local billboards.
It is obvious you can not shame this company to do the right thing through the web so we need to go to the source, its employees and local neighbors. Just tell the truth to any of the media, someone will listen!
We need to help Mr. Escobedo and your family members.
They prey on the elderly
Let me start off by saying Pinnacle preys on the elderly!!!!
My parents had ADT Alarm system for several years and completely satisfied and most importatly they could hear the alarm when it went off. My parents are in their 80’s and in ill health.
In October of 2009 two young boys went to their home and somehow convenienced my parents to switch to Pinnacle. I could not believe they bought into this SCAM!! After the alarm was installed they could not hear the alarm and advised the boys of this. The boys assured them they would have someone go to their home to install a louder alarm. NEVER HAPPENED!!
They e-mailed Pinnacle and someone did respond to their e-mail and again assured them this would be done. NEVER HAPPENED!! They followed up with several e-mails and phone calls. I also called Pinnacle and spoke to a couple of different people and they told me they see the order for a louder alarm and just could not tell me why no one has been to their home. They clearly had not interest in helping me. They are now going on their 3rd month and still no one has contacted them. Also the alarm does not work. When I was at their home I did set off the alarm and NO ONE RESPONDED!! My parents are without an alarm.
I did contact the local police dept and advised them of this scam, I filed a report. I do not know what my parents will do. I am now in the process of contacting our congressmen and the local paper to somehow see what my parents can do and also warn others of this SCAM. So BUYER BEWARE!!
Use anyone else other than this fraudulent company!
Don’t be stupid
No one forced you to buy the system! You are all pissed because you didn’t read the contract first or you don’t understand how to use the system properly! You are all blaming everyone but yourselves. Read, read, read! No refunds after 10 days! Watch the how-to dvd and pay the company what you agreed to pay them for the alarm system and monthly monitoring. Pinnacle is doing nothing wrong but providing protection for your home and family for a price. It’s called business!!!
Pinnacle needs to improve
I am not happy with Pinnacle Security. I was called very early one morning to state there was a problem with the alarm, but the caller could not provide any further information about the source of the problem. I called Pinnacle to follow up and I was told that there was no problem with the alarm. I had the motion detector put in, then as I have cats, was told I could not use it- which conflicted with what the sales guy said! I called to cancel my alarm due to financial reasons. I called twice to find out when I would receive a bill. The termination dept. could not tell me when a bill would be sent. Pinnacle sent my final payment (as I was cancelling in the middle of the contract and had to buy out the contract) to collections! I find it very frustrating that they sent the bill to collections instead of sending me the bill directly.
Disappointed since leaving
For all the people who have written a good review on Pinnacle, I too was a pleased customer for awhile until I found my service to be lacking.
I transferred my business to them when they told me that my animals would not set off the alarm, well they did. So I could not set my sensors when I was gone. Fine I accepted that. I had the service for 2 years and then we sold the house. The new buyer accepted the contract change and her paper work was sent for the transfer 2 months ago, so once they got her paper work, I should have been done right? Well I am STILL BEING BILLED!
(I have Pinnacle set up on my bank draft).
I was told yesterday by them, that until her new account is set up on their end, I am still responsible! COME ON! I have been out of that house for 2 months now. Customer service could not tell me how long I would be billed, until the transfer was complete…. I could not get a manager on the phone either. That must be what they do cause they must get too many complaints so they just say a manager is not available.
It so appalling that having been their customer for 2 yrs, they would treat me this way. They would take my money while they sit on their butts and drag out this transfer process and still be drafting my account. I really wished I had read these reviews before I signed with them! They may be a great company when you have no issues, but the minute you have a complaint or an issue, you will see sharks that they are. So for all who write good reviews, unfortunately, just wait….you WILL have a problem with them trust me….
I will now have to cancel my bank account because I will not risk being drafted again, I hate that I have to disrupt my finances this way, but they offered no assurance of how long this tranfer would take to complete, SO I AM DONE!!