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.
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.
TULSA, OKLAHOMA -- Been a customer for 4+ years but we are moving so called to cancel. They said "sorry you still have 8 months on your contract." I said, "I have been a customer for 4+ years and know I have fulfilled my 2 yr obligation." He said "no your contract stated automatically renews for full yr every yr unless you send us something in writing." Terrible way to do business and slimy way to get more money out of customers. Would never do business with them again.
TULSA, OKLAHOMA -- First, they initiated service and did not inform us of a city permit requirement. When we actually had an issue, they called at work and said they would send the police. After no further response from them, called back in 30 minutes. At that point, they informed us the police would not respond because we did not have a permit. Didn't even call back!
Then, when we changed service providers, they wouldn't cancel without an email. Gave a bad email address, twice, before we finally got a good one the third time. Then received a bill for the following month. When I called a talked to a supervisor, I was told, per section 1.4 of the contract, we had to notify them of termination 30 days in advance.
If you want to deal with them, be sure to read the "fine print" carefully. In addition, this contract was in my wife's name, before we got married. And after over two years of marriage, they still wouldn't change the name on the account!
TULSA -- My entire family and also my husband's office have had CSG alarm systems installed for several years and we have all been very happy. My husband has cameras installed that he can see through his cellphone and my mother also has the medical pendant which has already helped her when she fell. As far as price and service goes we are paying about 15 dollars less than we did with ADT and with CSG our price will never go up and as far as being renewed for a year after the 3 year agreement I looked at my old contract with ADT and it seems most security companies do that. It's normally standard.
Now I can't speak for the rest of the United States, but I have family in Tennessee and Kentucky who have CSG and everyone I know it is very pleased with their service. The equipment is great and I would recommend this system to anyone.
TULSA, OKLAHOMA -- Dead's not good enough. A family member recently passed who had service with Central security Group. When calling to terminate service, we were asked to provide multiple legal documents, such as a death certificate, copy of the will, probate letters, etc.
After these were sent, CSG continued to make automatic withdrawals form the deceased's bank account. Now that they have run out of documents to request, they state that by contract, the only way out is to "buy out" the remainder of the contract, which is a substantial amount by their reckoning. However, they won't supply the contract to prove it. This issue will be going to the Oklahoma Attorney General for starters, and other legal action assessed from that point.
Central Security Group uses underhanded business practices to get your money. When I signed a three-year contract with CSG, I was told I could cancel at any time after that period. What I was not told was that if I didn't cancel, in writing, at least 30 days before the end of that period, my contract would automatically renew for 1 year. My contract ended July 1 and we moved out of the house at the end of June. I was called by CSG when my phone was turned off July 11 and CSG received a trouble alert.
I told them at that time that I needed to cancel service as we had moved out of the house. Nothing was mentioned about the extended contract. They kept billing me. When I called to cancel again, I was told about the 30-day period and the automatic renewal and told I had to pay the remaining 8 months on my contract, unless I wanted to buy the contract out. Very deceptive. Do not use this service as they will find ways to get money out of you without providing a service.
TULSA, OKLAHOMA -- I was very disappointed when I moved and had to cancel my service with this company. When they are "selling" you, they explain that the required 3 year commitment is easy because if you move into an area they cannot service, then they will cancel the agreement. Or, if the new home owner will pick up the service, then they will cancel your agreement, but they don't tell you that it's up to you to "sell" the new owner on using their service. They will not contact the new owner and "sell" them, so it's up to you to contact the new home owner and ask them to use the service - as if you are the security expert.
This company is only interested in the business of securing long-term-contracts, not securing solid customer relationships. If they were smart (and more ethical), they could have secured the business of the new home owner as well as my business in my new home. Instead, I am paying in full, never using them again and writing this review!
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.