They are scam artists
Scam artists are the only words that describe Pinnacle. They cannot get anything straight on their paper work or from their customer service. No one seems to know what the other person is doing although they claim to record all calls. We took the service to help a young man who knew our son’s family. I cannot complain about the installation, but once it was installed I learned they are monitored by Monitronics who are almost as useless as Pinnacle. We have been sent reams of paper work on which phone numbers are wrong and in one instance my husband was married to our daughter in law. All Pinnacle can say is “I’m sorry”. I refuse to give them a credit card number and they informed us they do not bill customers. They do not receive payments from on line banking. How far in the past can they be living? Stay away from Pinnacle even if it means being without an alarm. They are useless, fraudulent, and totally unprepared to do business.
Hijacked by Pinnacle
I was basically hi-jacked by Pinnacle security.
I had a ADT sign in front of my house. Pinnacle sales rep knocked at my door, told me ADT had gone under and they were taking over accounts, so we needed to update information and they would give me a new updated panel box. She even went as far as pointing at the ADT sign and said “that 1-800 number doesn’t work any more”. The way the economy is going and companys are going under, merging or taking over accounts. I believed her (Teri ****** was her name). She did say we also needed to sign new contract. I said ok. I had no problem with that. Until the next month when I got my monthly statment from ADT.
So I call ADT asked if they had gone under and I told her what had happen with Pinnacle. She did put me on hold so she could double check to make sure if Pinnacle was affiliated with ADT. She said “NO”. So at this point I was so upset this Teri person knocked at my door and lied. I called Pinnacle, they refuse to void my contract. All they can say is sorry for “misunderstanding”. I did not misunderstand. Teri ******* LIED! I’ve called Pinnacle several times to try and terminate my contract or file complaint on Teri *******. But they tell me Teri was not the sales rep it was Steve. So I ask is Steve a male or female because person who knocked at my door was female (they can’t answer that)? I did file a complaint with BBB.
So now I’ve had problems with panel box ringing randomly. It did happen in the middle of the night several times. My husband did call tec support. He finally had to disconnect the box, because the box wouldn’t stop ringing. I called to set up appointment for a technician to come to my home to fix the problem. So far I’ve had “5” no shows. I give up! I cannot believe this is happening. No one from Pinnacle has called to follow up. And I’m going on one month with my alarm system disconnected. I canceled my auto pay with my bank. So I’m sure I’ll hear from them when payment is due.
So just an update on my experience with Pinnacle Alarm service. I recently wrote, I was first hi-jacked by Pinnacle then I was having technical problems with home alarm (we had to disconnect system). After setting up appointment after appointment, due to 5 no shows (my alarm system was disconnected for 50 days). I gave up.
I knew if I canceled my auto debit they would call. And someone did. Finally got problems fixed. But now! They are not going to charge me for the month I had no service (even though it was 50 days) They are charging me $50.00 for stopping auto debit, “for breaking the contract”. I asked the guy(Drew) to tell me, on what line of the contract did that say that. Thats when he became RUDE and defensive.(he couldn’t answer that) Anyhow I try to argue the fact, it did not state that in my contract and I shouldn’t have to pay. It was their technicians that failed to show up when appointed. He then got really upset, Said “he was not listening to me any more and he was ending the phone call” And HE HUNG UP!
At one point during the conversation I did ask to speak to a supervisor, someone that could make a decision. He said “he was the highest up that I was going to get.” (So I guest the the higher ups are the rude ones.) So I did make that 50 dollar payment, or else I’m sure they would have no problems ruining my credit.
Pinnacle should be ashamed
We have had the alarm for 6mos. We were told at the time of installation that our cat would not set off the motion detector. In the first month alone we had 3 false alarms at $75 a piece due to the cat setting off the motion detector. Pinnacle offered to come out and install a glass break to replace the motion detector… 5mos. later & havent seen that happen yet. We no longer live at the house where the alarm is installed & have been waiting for our transfer paperwork for a month now. We have had the transfer paperwork “mailed out” for a third time. We are paying for an alarm system in a house that we no longer live at, where a new tenant will be moving into within the next couple weeks. All Pinnacle can say is that they are sorry. If my credit was not in the 700’s I would let that bogus company take me to collections. Pinnacle is the worst company I have ever dealt with. They should be ashamed of themselves.
Pinnacle is worth it
Wow… I’m not sure what to say. There are lots of negative reviews here.
I purchased a new home in 2004 and was sold a contract by ADT after they installed Honeywell equipment for free. Over the next three years, the contract was sold three times and each time, the bill went up, ending up almost double the original monthly fee by the time the contract expired in 2007. According to the contract, since my account was resold, the new agencies were not bound to the price guarantee. Despite my disgruntlement with the increase in fees over time, whatever company owned the contract was always quick to respond when the alarm went off (always by accident) or via the non-emergency 800 number.
Because of the fee increases, when the Pinnacle guys showed up a few months after my first Security contract ran out (right as the current contract holder filed for bankruptcy) in 2007, I was happy to jump ship.
The guys made it a point to show me their sales permit, explained everything in detail and showed me the clause in the contract that said that Pinnacle could only increase the monthly rate once and only by 10% or 20% and that there could be no further increases beyond that by Pinnacle or future contract holders.
In the 2 years I’ve had the security system, Pinnacle has not increased their fees. My only beef is that when I’ve called their non-emergency number (twice), it has taken over 30 minutes to talk to an actual person. We have not had need of the emergency services. The discount I get in homeowners insurance for having a monitored security system covers just over half of the monthly fee.
Nonstop errors with Pinnacle
My uncle, who is Vietnamese and 70 years old, hooked up security service with Pinnacle service several months ago. He has had nothing but communication errors with them. Initially, the service tech set his password as Mountain not Mountain Dew (even though the paperwork says Mountain Dew). So when the alarm was tripped for the first time, he told the representative the password was Mountain Dew. They said that was incorrect and sent the police over. My uncle then had to pay the police department a $50 fine. He then came home from work and the alarm was tripped. He was unable to disable the alarm. When the woman came through the speaker she couldn’t understand him, so she sent the police again. Now he has a $75 fine. If you think you are only doing business with people you understand, then why can your representatives not understand their own customers. So, I try to call and cancel the service for him to be told he agreed to a contract and would have to pay the remainder to cancel. So, if I understand this correctly, our elderly family members are required to hold up to their contract with poor service, but Pinnacle Security has no obligations to hold up any kind of service agreement. Think about this when you claim to be legitimate professionals!
A word of warning
I just wanted to let everybody know out there, DO NOT ever go with Pinnacle Security. They are the worst company I have ever dealt with, and that is no lie.
I haven’t even had the system for a month and they have billed me 4 times. They didn’t let me know that the first month you have to make 2 payments and then when I called to talk to them about it, every rep. I talked to said, sorry I was “misinformed”. I wasn’t misinformed I was lied to. Then I thought everything was fine, they bill me again. I had to call back again and talk to someone else who said it wasn’t in the system a payment was taken out and to have my bank fax in my statement that has it on there.
Well, my bank did this 3 times and to 2 fax #’s. They first time it was too dark and the other 2 times they didn’t get it and was still not in their system. How can someone run a company that doesn’t show a payment taken out? I don’t understand how the can happen. And what was their answer…..they didn’t have one!!
So, now I have to mail it in and hope that the process it and I get my refund back. I asked to get mailed a bill and they told me they don’t do that….WHAT???!!! That to me is so crazy, who does that? I asked I manager to call me back I was told ‘it would be up to 3 business days.’ Well it has been 3 weeks since I asked for that and I still haven’t got a call from a manager. I don’t know what they are doing there, but they need to put their reps. through better training and have managers available when someone needs it.
I wish I could cancel but I would have to pay the 39 month contract that I got….they are so stupid…they are so bad. I have done everything they told me to do….and they haven’t done anything they said they would do. This company is terrible and they can go to he**!!!!
This company is sooo bad
I have been dealing with this nightmare of a company since my house was broken into in August 2009. SInce August I have spent countless hours on the phone and waiting for a tech who cancels on me. My motion dector has not worked since it has been installed. My tech who finally showed to an appointment states that I’m not the only one having this issue. He was told to give us extra equipment to make us happy. Well I’m not happy no matter how much equipment they give me. My house was broken into and I want my equipment to work. You can’t seem to get a manager on the phone to get it resolved, and when you suggest that you want to cancel they state that there is a fee. All I want and expect is for an alarm system that I was sold to work. I suggest anyone researching systems to not go with Pinnacle, it is the worst service and customer service I have had. I would rather pay the extra money to another company and get the service and system I expect. Do not go with Pinnacle Security they are a joke.
My issue was not really resolved, I just gave up. If I had a choice and did not have to pay a cancellation fee I would have changed companies.
Pinnacle scammed father
My complaint is against Pinnacle Security because they scammed my father.
A Pinnacle Security tech told my father that his current company, APX, was going out of business and that Pinnacle would be taking over their customers. Pinnacle stated they needed to change out the box in order for my father’s service to continue. My father believed everything the tech told him and let the tech change the
Then the tech told him that in order for him to get paid he needed my dad to sign a piece a paper to document the alarm box change. My father, a senior citizen, unknowingly signed a 5-year contract with Pinnacle Security. They lied to my father, APX is still in business. Pinnacle committed fraud. They lied and they led my father to believe he would not have an alarm system if the box didn’t get changed.
My father tried to call Pinnacle to cancel but they are trying to play hardball and told my father “you should of read what you signed” even though their alarm tech outright lied and got my father to sign a piece of paper under false pretenses.
Pinnacle Security is fraudlent and their technicians are nothing but low life scam artists.
Here is my update: Pinnacle Security continues to harass my father for payment. My father is taking Pinnacle
Security to small claims court. We have exhausted all other avenues of resolving this. APX continues to provide great service to my father while Pinnacle Security refuses to work something out even though their
customer service person admitted over the phone that they have received similar complaints, however, there is “nothing they can do because they cannot control what the alarm techs tell folks”…
Unfortunately, I continue to have a very low opinion of Pinnacle Security.
Sales reps are terrible
The sales people are deceptive and use scare tactics.
They convinced my elderly parents to purchase a Pinnacle system to replace the perfectly good ADT system already in place and paid for. They scared my parents into thinking the ADT system and monitoring was poor. The technicians used all of the ADT previously installed sensors and contacts, installing only a new communications unit. They did not install new batteries in the wireless sensors nor offer to provide a new remote control to replace the old one that was showing signs of repair. My parents tried to cancel the contract within the 3 day cancellation period but the third day fell on a Saturday and they were told on Monday that the cancellation period included the weekend.
My parents have now moved into an assisted living facility and will have to pay $950 for the remaining two years of a three year contract. At the time they were sold the alarm they knew they would not be in the home for another three years.
The only thing Pinnacle can say is your parents are adults and they signed the contract. They will not cancel the contract. This sounds like a similar story to all the others I have read.
Please tell everyone that Pinnacle are a bunch of shisters.
Taking them to court now
We had service with Brinks that was almost up and we were happy with it, when a sales person from Pinnacle came to our door.
We really liked the idea of having an alarm that does not rely on our home phone, so we signed up. The install was done the same day – but not what we asked for. So we had the sales person come back and explained, again, what we wanted. He said it could not be done with their system, and left it at that. So, we promptly sent in our cancellation within the contracted time.
A couple days later we called to confirm they received our cancellation and were asked “what can we do to keep you” – to which we responded, get us the set up we originally asked for, which is the same set up we had with Brinks (and were told was unavailable). To our surprise the cancellation person said it can be done – so we said okay, we’ll stay. The next day someone came in and uninstalled the simon… and spent hours working on the concord (’til 11:30pm). After the installation was done the rep left. Only they didn’t show us how to work it, set up our code to control it, and come to find out install a siren. My husband called a few days later and was told that we would have to pay for the cost of the siren (which should have been originally installed) along with a fee for service. A few weeks later I called and got an appt with a tech to check out the siren free of charge. It was installed, but he didn’t have the programming keyboard (?) therefore we are now left with a working siren… it works so well that it goes off (outside my 4 yr olds bedroom door) everytime we open/close a door (w the chime), and every time we set and turn off the alarm. So my daughter wakes up at 4:30am when my husband leaves for work, naps when anyone opens a door, and what-ever time we go to bed and set the alarm… I feel bad for our neighbors! Then… we got calls 2 days in a row at 11:00pm a recording from Pinnacle’s collection department… which when I finally got someone on the line was not collections (we were not past due) but a customer service survey – which I had already done!!
At this point we want to cancel because we don’t trust that we will get service when we need it… and have had a system for 3 months that is still not what we asked for from day one. Only to find out that they will not let us cancel and will make us pay for the 3 year contract… and according to anyone who answers the phone they are the most senior person working there right now and there are no managers around (I have called every day for over a week at various times and left messages unreturned for their “Manager – cancellation dept”). We are going to take this to legal… because when my husband deploys in a few months I want to know that me and my daughter will be safe!!
Company is truly terrible
This company is a huge rip-off!!! First of all, they said that a neighbor referred us to them and they had just put the alarm in our neighbor’s home. They started with the scare tactics and sense we had just been burglarized, it did not take much for them to get my husband’s interest. They said that we could qualify for this great deal, made a “phone call” and said we were approved! It would be $99 install – a $500 savings! And $43.99 a month. My husband agreed to the $99 instal and asked for a break on the $43.99 since he is on disability. Another “phone call” was made and he was approved at $41 a month, even.
The installer came out and installed the alarms. First he put tape over the sensors. He also taped in the plug!!! So we had them come out and fix it properly the next week. A week later, we found that the alarm wasn’t programmed properly so my husband spent over an hour on the phone having them help him reprogram the alarm.
The following weekend someone tried to break in. The alarm did not go off. That’s when we found the tape on all of the sensors. So we called the company to complain. They didn’t care. I asked for the sensors to be moved to my security doors. They were going to charge me $50 for this. I got that waved. The same installer came out who looks like he is about 17. He started changing the sensors and my handyman asked if it was going to scar the doors. He said no. Then he realized that it might after he took the paint off of one. So he told me to file a damage claim. I received a letter in the mail that said they were denying the claim because the installer informed me before he changed the sensors that it would damage my doors and jams. This was an outright lie and I have a witness to prove it.
When we signed up for the alarm, we asked if there was any more costs and were told no. Then we get a bill from the Sacramento County Sheriff that said we did not get a permit for our alarm and that would be an additional $50 and $45 for every two years after the permit is issues. The company said no more charges. They would take care of everything. This is another lie.
We also found out that instead of charging us $41 a month, we are being charged $43.99 a month. A third lie.
Today I called Pinnacle to tell them I want them to pay for the permit, fix my doors, and fix our monthly bill. After 80 minutes of the phone with them, mostly on “hold” so they could review my account, I talked with a supervisor because I want their system taken out of my house. I was informed that I would be held to my contract and billed accordingly. I told them that I would take them to court and win. And with all of the other people who feel the same way, I am sure I will.
The last straw was calling our bank to stop the payments from our account and we found that instead of taking $99 of which the check was made out for, Pinnacle helped themselves to $199 out of my husband’s account.
Don’t trust this company!!! They are overly priced. They do not monitor well or at all. They don’t care about customer service! The lie! And, they steal.
Take action against Pinnacle
If you feel that you have been wronged by Pinnacle Security, read this and let your actions speak louder than your words.
My father who is over 70 yrs old and his Hispanic speaking neighbors in Utah were targeted by Pinnacle Security. My father has a 6th grade education and has the beginnings of Dementia. He lives in a small trailer park, his house is furnished with secondhand things, and has nothing of any value. He also has a nephew who owns a reputable alarm security company in the area who would have set him up for free if needed. Pinnacle told him it was a free service for 30 days to try and see if he liked it, he tried to cancel right before the 30 days were up he could never get the system to work right and neither could his neighbors. He now owes over 2000.00 and they’re coming after his assets as told by the debt collector yesterday who calls and harrasses him. I tried resolving this with the company Ha Ha !!! Their answer, he knew enough to sign the contract.
For all the nice Pinnancle reviews know your facts. You say read the contract, well that’s great for the average citizen, but what about the easy targets in all of our neighborhoods the elderly, sick, minorities etc. What about the person that says they have an A rating with the better business bureau (see BBB below)? Pinnacle actually has an F rating and several citations, including an Aug 2009 citation by the the Utah Division of Consumer Protection. Let the facts speak for themselves.
You can file a complaint with Better Businee Bureau and with Utah consumer protection websites below: https://www.consumerprotection.utah.gov/complaints/manual.html
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.
Reasons for this rating include:
-782 complaints filed against business
-Government action(s) against business.
August 25, 2009 the Utah Division of Consumer Protection issued an Administrative Citation against Pinnacle Security Group LLC, Pinnacle Security Holdings LLC. The Respondents are alleged to have violated the Utah Consumer Sales Practices Act etc etc…
From a daughter who is tired of people being taken advantage of.
Truly shady characters
These are the most deceptive liars I have ever encountered and believe me I work in an ER and encounter several types of characters each day.
****** ****** who knocked on the door to sell me the system, she seem to know her product but either failed to tell me or outwardly lied about the service. I believe she lied due to the fact that she changed my billing amt. after I signed the contract. After signing she told me she had some more things to do and she would leave it on the table, it was late evening, shortly after she left the people came in the rain to install it.
I did not notice until the next morning she added $5 to a charge and changed the total amt. I have proof of it on my contract. After the 2 intstallers left that night around 10:30 not cleaning up their mess and having me talk to someone about my satisfaction prior to them finishing. They hurriedly left and I realized they had not installed the smoke detector in which I had told him where I wanted it. I then called ***** and she told me they were out and it would be a week.
I then called to cancel the next morning and spoke to a **** which assured me he would only bill me $39.00 a month as promised and witness by 3 other people and that the smoke detector would be installed. Today I called to follow up, he said there were 2 certified people in the area and was sure he could have one installed today. Around 16:30 he called to tell me there was no one certified, they would be ceritified in a week and that each room had to have a detector.
I have just faxed my cancellation notice at 5pm today to them 4 times front and back to make sure they got it. I will sent a certified letter tommorrow with it. These people are not to be trusted, please contact the BBB and Attorney General along with General Electric to report this company and put them out of business if they can’t deal honestly with people.
Threatened by Pinnacle
Had Pinnacle install our company security system early May 2009. Installer set power supply to outlet tied to light switch. Every night I turned off lights, I would get 3-4 phone calls at my home at 2-4am stating that there was a power issue with the Pinnacle system. I immediately notified company of the issue, and then at least every other week since May. No return calls. No “Supervisor” was every available. No technician ever sent to solve the problem. I offered to remove equipment and return it and to just cxl contract and we all walk away, but they insisted that I would then owe entire balance on 3 year contract for a system that did not work right to begin with. Closest technician finally arrived 8/1 (from 3 hours away), and removed all equipment. Pinnacle is such a joke. Amazing. 2 overnight delivery letters and and FAX and never recd a response. In contrast, I have ADT at home, and no issues and when we did have a system issue, they responded immediately.
Following Pinnacle’s legal department’s threats against us for non-payment of an alarm system that did not work right from day one (turns out it was hard-wired to a wall switch that also operated our light, so as employees left and turned off light, it also turned off alarm. Real rocket-science. I finally attacked Pinnacle’s legal department, and they relented and “in the interest of good relations” forgave us the “past due” for the alarm that never worked from day one. How benevolent of them.
Pinnacle is done
I have news for you all. Castle Rock Security has bought out Pinnacle and SAI. I had to call them today, because my alarm was malfunctioning, the techs were wonderful and the customer service reps were also amazing. When I called Pinnacle’s 1-800 number it was disconnected. Haleluiah!
Pretty decent overall
The sales guys were fine to deal with, although they neglected to tell us upfront about some of the taxes that would be charged on the monthly service fees ($2-$3/month). The technicians were awesome. Friendly guys who did everything they could to make sure we were happy with the system. The contract is a little longer than most, but not a big deal, since we need a monitoring service anyway. Overall, I think these guys are pretty decent to work with.
Actually, Pinnacle did adjust my monthly rate back to $39.99 from $42.00 a couple months ago. I am still satisfied with their service and have had no problems with my system. Pinnacle provides a needed service and gives us the security equipment to use. My biggest concern will likely come when my contract is completed. Will they be unresponsive to registered letters asking for termination of service. Other alarm companies tend to be unresponsive to requests for service termination, even when made in good faith after the contract expires. I guess only time will tell if Pinnacle acts in a similar manner.
Very happy with Pinnacle security
This is the best alarm I have ever had. I have looked into a lot of companies, but I decided that Pinnacle beat all the other offers. Everything was exactly as the sales rep said. I feel like I got a great deal, and I love the system.
Cancelled after a while
Well, I decided to use the Notice of Cancellation Clause that is suppose to allow the consumer to cancel the agreement within three business days with no obligation.
I can’t speak to how the service actually works, but I can speak to the sales approach. First I need to say that I’m embarrassed because I know better than to fall for what the sales rep said. Now my wife and I were sick, but that’s no excuse for signing the agreement. Well I was surprised that the installation was taking place right after I signed the agreement. I thought there would be a day delay.
So I called Pinnacle and they did get my faxed notice of cancellation. I have the fax report that indicates that Pinnacle received the notice (I actually ended up faxing twice). What gets me is that while they were in a hurry to install they are in no hurry to uninstall. Could take a day or two to uninstall.
So I did some research, and one thing I’m not happy with from the sales perspective (and Pinnacle is not alone) is how they exaggerate the equipment savings cost. I knew this was like a cell phone company that builds the cost of the equipment into the price. I went to SafeMart.com and found that the supposed $1200 package can be bought from SafeMart for $250 (with free shipping). I also didn’t realize that you can get security monitoring from SafeMart (I believe someone else monitors) for $9 per month with a one year obligation, plus they give two months free if the year is paid in full. So the overall cost for the SafeMart system is $358 dollars for 14 months versus over $550 for Pinnacle for the first year, with the obligation you have to stay with Pinnacle for three years.
I just hope this cancellation and uninstall goes smoothly. Like I said I am embarrassed by this whole affair. I can’t knock Pinnacle’s service. But I can see how people can be persuaded by the tactics they use and others may also use.
Pinnacle did promptly uninstall my alarm and then cancellation did proceed to my expectations. I no longer have a contract with Pinnacle. A few weeks ago Fox6 in Milwaukee did a story on Pinnacle that was not too
flattering to the company. They had found instances in which Pinnacle sales representatives had lied to customers of other security companies saying the the person’s current company had gone out of business. There were a few other problems noted in the news story. All in all Pinnacle was not shown in a good light in the story.
Just not the right thing
We bought our system from a door to door salesman on a Friday evening and had it installed the same night. The salesman was very nice and answered all of my questions patiently. The installers had all of equipment we requested and did a good job explaining how everything worked to us and checked that it worked before they left. I cancelled our agreement today after reading mixed reviews on this site. I was concerned about incorrect charges to my account, unwarranted past due notices and possible incorrect reporting to a collection agency. All of which were issues I saw listed on this site.
I faxed and mailed my cancelation today, as it was within the 3 day “cooling off” period. I called and confirmed they received my fax and the representative sent me an email confirming within seconds. She also offered to change our invoicing to quarterly for the payments and allow us to mail in payments versus the automatic debits the salesman said were required. Everyone I dealt with on the customer service line was polite and inquired as to what the problem was. I was not able to get the installation fee back which is reasonable as they did install it.
As far as I know the alarm worked b/c I set if off one morning letting the dog out the back door, no one called but the installers said it would take 24 hours to activate so that is probably why we didn’t receive a call. I also left the alarm on at the house today, with the motion detector on, and my dog has not set it off and he weighs approximately 26 pounds.
My main problem and worry was regarding my bank account and the automatic debits and, even though it sounds paranoid, the ability of someone to listen into my home via the 2 way speaker. The company offered to change the billing when I called to cancel so I can’t complain. I thought customer service was easy to deal with and was told that in the event the bill for the first month’s payment comes out I should call and it will be refunded. I will follow up in case there is a hassle with the refund. I hope this helps. I had no problems with the company, but was concerned about my bank account and credit.
This is a follow up to my 5/24/09 post regarding cancelling service within 3 days of signing the contract. I never tried to call our salesman back but mailed and faxed the correct form to cancel and followed up to make sure they got it. Customer service has stayed in touch with me via email making sure everything was okay. The only thing I didn’t realize, but is in the contract, is they have to remove the system from your house before you get the first month’s payment refunded. All the amounts charged were correct and as agreed.
I know the alarm worked while we had it b/c we set it off a couple times, as we’re not used to having an alarm. Overall, no complaints just my worry about banking/ credit problems and they offered me an alternative to the automatic payments.