SCOTTSDALE, ARIZONA -- First, the installer for this company was incredibly inappropriate and unprofessional during the installation process. He is not someone I felt comfortable having in my home as a single woman. Next, it was not made clear to me that I was signing up for a 3 year contract and conveniently, this was the only page of the contract that was left out of the documents I was given.
This company also has a policy of engaging in auto renewals without warning or checking with the customer before the auto renewal goes into effect. I had to move unexpectedly from my home and when I called to cancel, I was told that I could not cancel and would instead have to get the new owners to take over my contract or continue to pay monthly or pay a lump sum of around $396. I asked why they do not allow customers to just pay a fee to break the contract. They offered me the bargain price of $303.61 as a "buy out." Their customer service representative (if you can call it customer service) was the most un-empathetic person I have ever spoken to.
I paid their insane fee just to get them to go away, then they charged my bank account an additional $101.21 the day after they cashed my buy out check. I called to find out what the charge was for, and was informed that it was an accidental charge. They offered to send me a check for the $101.21 in the mail but I have yet to see it. I filed a complaint with the BBB and Central Security just writes inaccurate justification in response to my complaints. My advise: DO NOT sign contracts with this company, DO NOT give them direct withdrawal access, and DO NOT let their creepy installers in your home. Choose a more reputable security company!
CLEBURNE, TEXAS -- I have been a customer of CSG for 3 years and 3 months. Due to unforeseen circumstances I am having to move out of my home and into an apartment where I'm no longer able to continue my service. I called CSG to try and end my contract but was told that in my agreement it said that I would be entered into an ADDITIONAL 1 year agreement automatically. This is an incredibly shady business tactic, no one verbally or written let us know about this anywhere besides the contract where it was ambiguously worded and hidden.
They then told us that we could buy out of the contract for $475, but that we would be given a deal of only $355 (hilarious). OR, that we could pass CSG's shoddy service onto the new homeowners, and that they would take over our contract. My conscience won't allow me to do that. PLEASE do not ever use CSG, and recommend anyone thinking about them otherwise.
TULSA, OKLAHOMA -- After researching other alarm companies I found this company to be very customer oriented. Sales Agent, Ron was a true professional and answered all my questions. The installation exceeded my expectations and the interactive services are extremely impressive. Thank you CSG!
TULSA, OKLAHOMA -- I signed an agreement to receive home security with Central Security. The agreement was for two years. However, the problem is that after two years Central Security automatically renews your contract for an additional year and each year thereafter if you don't send them written notice to cancel.
I sold my home and attempted to cancel my service after the original two-year agreement but I was told that to pay remaining 10 months of the current year. Central Security never notified me that my contract was up and according to them they do not send out notices.
It is not fair to the customer to expect them to remember two years after the signing of an agreement that they must call to cancel the agreement. If the agreement was for two years it should be canceled after two years. I know of no other business where a customer signs a two-year contract that is automatically extended an additional year unless a customer cancels. Most contracts that are extended beyond the original two years are extended month to month.
At minimum, the company should be required to contact you to inform you that an agreement you signed two years ago is nearing completion and they should ask you if you would like to renew your contract. Central Security is involved in duplicitous billing and contract. Although the contract says, you must call to cancel doesn't make it fair or honest.
We are sorry to hear you're unsatisfied. If you would please send us a private message or email us at firstname.lastname@example.org with your address and phone number we'll have someone from the CEO's office contact you directly.
Central Security Group.
LEAGUE CITY, TEXAS -- I have recently had major brain/ear surgery due to a tumor. I explained to the Customer Service representative that I need to get out of contract, or at least downgrade my service due to lack of income. I was told there's nothing that can be done and the contract I signed is the final answer. How was I supposed to know I am going to develop a brain tumor and not be able to work for the next 6 months.
I am unable to understand why a company of such good stature would beat a person when he's already down. I have talked to 3 people on the phone and everyone told me "I am not sure why you were even transferred to me, I can not help you in any way." I really had some high hopes for this company. It's sad that someone who's trying to recover from brain surgery has to go through something like this.
Thank you for bringing your concerns to our attention! I am so sorry to hear of your health condition, our thoughts and wishes are with you and your family. Our Leadership team welcomes the opportunity to learn about your experience and address your concerns.
At this time, we are having trouble locating you based on the information you have provided us so at your earliest convenience could you please email us at email@example.com? Thank you for all your feedback and we look forward to hearing from you soon!
Central Security Group
AUSTIN, TEXAS -- I got this service in February 2015 and had to move back home in New Mexico to care for my very ill mother. I informed the company of my situation and was told I would still be responsible for the monthly payment. I was told to offer the service to the new buyers of my home. I did and then I got the phone call on 11/2/2015 that the new buyers opted not to continue service with CSG and I was still responsible for the monthly payment. This company has no compassion for their clients and what a deceptive manner of making money. DO NOT do business with these crooks.
I am so sorry to hear of your mother's health condition, and applaud you for being there in her time of need. The details of your review go far from the typical experience and quality of service that we aim to provide all of our customers. At this time we're having some trouble finding you in our system based on the notes you've provided in your review, so when you have a moment please email us your account info at firstname.lastname@example.org so we can address all your concerns. Thank you and we look forward to speaking with you soon.
I really enjoyed speaking with you and happy that we were able to agree on a tentative solution. The CSG family sends our best wishes and hoping to hear good news next time we talk.
Thank You, Jimmy
TULSA, OKLAHOMA -- This is a horrible company with no integrity. They ripped me off for $250 and continue to bill me even though they are fully aware that they do not monitor my alarm. When I tried to call to straighten it out, they hung up on me, put me on hold and never came back to my call several times, and then they told me the whole thing was straightened out and that they would let me out of the contract without charging me any more. Then, they made automatic withdrawal's from my account after the service was canceled. And now they have completely reversed what they told me and send me bills in the mail.
They offered to buy me out of my contract to get me to switch services then stuck me with a $250 bill. Instead, they continue to bill me and have threatened to put a judgment on my credit. I wish I was making this up but it is 100% true. As a former customer, my opinion is that this company has no integrity (kind of important for a security company) and has business practices that border on fraud. BEWARE! They have people selling this monitoring service all over the country, not just in Tulsa.
We were able to resolve this situation.
OKLAHOMA -- I'm writing this review to inform current and future customers and hold Central Security Group responsible for wrongful charges made to my credit card. And to describe the absolute horrible customer service we received when we tried to work out this situation.
First let me go ahead and explain what led to this whole unpleasant situation. I noticed and "FC" symbol flashing on my security system so to fix it I called in to CSG (Central Security Group) on Thursday June 27th 2013 and was told by a "scheduler" that she can send a technician to correct the problem on July 2nd 2013. When I asked the "scheduler" about the charges that I will need to pay I was informed that I was under warranty and that the ONLY reason I will be charged is if the "FC" was caused by a change in our telephone service.
For the past 3 years my telephone service has not been changed so I was led to believe that I will not be held responsible for any of the charges. On July 2nd 2013 a CSG technician came to our home and was able to fix the problem, when he was done I specifically asked him if I had to pay the fee associated with the repair and his answer was, "NO since you have not changed your provider you are covered." And then he added "IF for some reason they do charge you, they will CALL you in advance and let you know about the charges."
On July 5th 2013 my credit card statement showed a fee of $89.00 charged by CSG to my surprise. When I called in to customer service I was initially handled by a person in the financial dept but after I informed this person of this problem she refused to give me any solution to fix it instead she spoke to me like I have to just deal with the charges. After several minutes I was transferred to ** (Dept: System Support) who was completely rude to me and my son who tried to explain to him the situation. Over and over again he interrupted us and kept telling us that he can't help us in anyway.
When I asked to be transferred to the "scheduler" who created this mess ** refused to do so and said if we needed to get our money back we will have to file a dispute then he HUNG up on me. This is absolutely unacceptable that a person who is paid to help solve the consumers problems hang up on a loyal customer. After that rude and unnecessary gesture I called back and was transferred multiple times till I reached a person named ** who said he worked in the Tulsa office. Just like the previous calls we made he also said he was unable to help and that the "scheduler" and the technician misinformed me.
If I was misinformed, I am entitled to a refund because the entire situation was caused by these 2 individuals who did not know what they were saying. So instead of holding them responsible I am held responsible for their mistakes and now I'm left paying $89.00. Not only that, when I asked ** about filing the dispute he told me that even if I did file that dispute it would be rejected.
This is absolutely the worst customer service I have ever received from any company that I have dealt with. I was misinformed from the beginning, charged wrongfully, treated horribly and hung up on by the customer "service" workers. This place deserves NO STAR so consider the 1 I'm giving it a huge favor. Thank you.
AUSTIN, TEXAS -- I was contacted by Jimmy on 11/19/2015 to discuss how the company would be able to assist with my circumstance. I was put at ease that someone with this company had the compassion to reach out and talk about solutions and/or listen to me. We did come to an agreement for the time being and will revisit my situation in three months. Jimmy, thank you for your call, your time and hope I can have positive communication in the near future.
Automatic annual renewal clause that is still in effect from 6 years ago is a little outrageous and is on the crooked side of doing business. Especially, since there is no updated paperwork inform the customer about being automatically renewed. How can a company continuing to charge the customer the monthly fee for the next 7 months and not providing any type of service is beyond me.
Thank you for bringing your concerns to our attention. We are very alarmed at what you are describing in your review as it is far from the typical experience.
The renewal clause you referenced in your review was put in place as a safeguard feature to protect our customers. This has become an industry wide safety practice that has been proven to protect homes and loved ones.
Our leadership team would like to take a moment to walk through your experience, get your feedback and address your concerns.
Would you email your account information to email@example.com at your earliest convenience. We look forward to speaking with you?