Central Security Group

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1.7 out of 5, based on 6 ratings and
13 reviews & complaints.

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Wrongful Charges and Horrible Customer Service
Posted by on
Rating: 1/51
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 a 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 Larry (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 any way, when I asked to be transferred to the "scheduler" who created this mess Larry 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 Aaron S 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 Aaron 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
     
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Dead is no excuse
Posted by on
TULSA, OKLAHOMA -- Dead's not good enough

A family member recently passed who had service with Central secuity 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.
     
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jktshff1 on 07/07/2011:
Close the account the payments are being drawn on. I had a couple of these when my father passed that were problems.
Nohandle on 07/07/2011:
I've never had that happen JKT even when my mom died. Is it possible to notify the bank only one company is not allowed to process a payment and leave the account open? This would be to insure all checks and the like had cleared before closing.
jktshff1 on 07/07/2011:
Not really, I was executor for my dad, mom and brother...in my experience, it's better to close the accounts and open another account for the specific reason of settling the estate. Ya never know what they did in the final days. It also makes accounting easier since you are the one, for lack of a better term, keeping the accounts, and not having to worry about what happened in the past.
Nohandle on 07/07/2011:
It was required my brother and I set up a new account for the estate but the old account wasn't closed for a bit. Since I had to do all the paperwork I just wasn't certain what had transpired. Fortunately it worked out.
madconsumer on 07/07/2011:
after my parents passed, all we needed to provide to their creditors and other stuff was the death certificate. I find it odd to have to provide all the other documents. have you talked with the bank and see if they can assist?

could ftc help in this case?
Vinnie11 on 07/07/2011:
You must be very careful what you send to whom. They needed a death certificate and that's it. Once they establish you have probated the estate, they want to get in line as a creditor and collect the full amount.
trmn8r on 07/07/2011:
Closing the account may not solve the problem if they keep billing and it is paid and/or causes overdrafts.

When I closed my mom's account, electronic activity could still occur. A few small deposits rolled in, and the account was reactivated and I had monthly minimum balance fees kick assessed.
ima_consumer on 07/08/2011:
OP here. Apparently they stated they wanted all the other documents to establish who could now make decisions and be the point of contact for the account. Or, as it seems now, maybe they were just stalling.

We have now closed the account, but it took time because the bank is careful and it takes time to jump through all of their hoops before they let you start controlling an account for a deceased, even though my wife was already joint on them.

When talking to CSG on the phone, when my wife expressed her incredulity at the situation, a very condescending CSG rep began to try to lecture her that "that is what the estate is for!"

At any rate, we have been making requests for a copy of the signed contract, which CSG has not produced. If they do not, but try to send collections after the estate, I intend to simply use the "proof of debt not supplied" response.

Thanks for all the helpful comments here.
Anonymous on 07/08/2011:
ima consumer, in that case, all they needed was a copy of the death certificate and a copy of the notarization that shows who is appointed administrator of the estate. My family member is not deceased, but incapacitated and I have been making medical and financial decisions for months now. I find it very odd that no one (except the bank, who made me jump through hoops to prove I had the authority to act as administrative agent on behalf of the account holder) has asked for any proof of my claims of having authority to make decisions on the family member's behalf, they have all, with exception of the bank, just taken my word for it.
ima_consumer on 07/08/2011:
Thanks ript, I would agree with you.

I was not aware of all that was going on until now. My wife's sister is the executor of this estate and had sent several requested statements by letter, and with all else being dealt with (it was my mother in law that passed) for me this one was in the noise.

Until now, because it is the only one which has not been resolved.
jktshff1 on 07/08/2011:
good info ript
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Worst Care and Customer Service
Posted by on
Rating: 1/51
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!
     
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CSG has been a real blessing for our family
Posted by on
Rating: 5/51
TULSA -- My entire family and also my husbands 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 its 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.
     
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Central Security Group underhanded business practices
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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.
     
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Central Security Group Nationwide Inc - Complaint
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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!
     
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Anonymous on 10/01/2009:
Sounds like any company that signs you into a contract. They really aren't going to make it easy for you to "escape."
Anonymous on 10/01/2009:
I agree this is a pain. Tell the new homeowners that you are removing the window signs and other equipment, unless they want to pick up the contract. Then tell them you wouldn't be caught living anywhere near that neighborhood without the security service.

If the new owners don't take it over, you'll at least have the signs for your windows for your new home. (Hopefully they don't get messed up when you remove them.) Those signs are great for deterring crime; I certainly wouldn't break in to a place that had them in the windows. (I tried to just buy the signs once, but the company wouldn't sell them to me.)
Eloise on 10/01/2009:
Why should the security company call the new homeowners? That isn't their responsibility. If you want out of the contract then you'll need to take the initiative.
Jill Disappointed! on 10/03/2009:
Eloise,
If they are interested in maintaining and growing their business, which most comapnies are, then they should take the initiative. They had the opportunity to not only retain my long-term business, but also to pick up a new long-term customer with the people who purchased my home. They have blown both opportunities. Another monitoring service will secure the business of the new home owner and I will also seek another security company.
Anonymous on 10/03/2009:
Jill, you are missing the point. YOU signed the contract. They generously agreed to let you out if they can't service you or if a new owner takes over. ALL transfers of ownership of ANYTHING are done by the person in contract. DO you really think they are going to do the work for you?

You may end up with NO security since most work the same way, and some have not so generous contracts. I wouldn't shoot my foot to spite my leg.
Jill Disappointed! on 10/04/2009:
I guess we should agree to disagree. You think it's good business - I think it's bad business. (And I have worked with numerous other security companies in previous homes who don't use these tactics, so I will not have trouble finding a security company - thanks for your concern!)
DigitalCommando on 10/04/2009:
Jill, was this one of those low cost installs similar to ADT's $195 dollar system? Or did you pay full price to own the system from day one?
Ben There on 10/04/2009:
It is an interesting tactic. Instead of having a sales team that gets paid commission and salary, the old homeowner does the job of sales team and the "commission" is getting out of the contract penalty free. As a homeowner in a new area, I would be much more likely to listen to the previous homeowner's advice about which local services to pick instead of a cold call from a sales person. Its win/win for both as long as the old homeowner bothers to say "hey, I really like this security company - do you want me to transfer my service to you to save you the setup fees?"
DigitalCommando on 10/04/2009:
Good points Ben, Usually the contracts are written that you may get out of the contract if the new home/business is not within the company's service area ((( OR ))) the new homeowner takes over the contract. Sounds to me that this company replaced the word 'or' with 'and'. This makes this contract highly questionable because it gives the illusion of a way out when none may actually exist.
Anonymous on 10/04/2009:
Ben & Digital, I don't see how it is a tactic at all. The OP signed a 3 year contract. The commission has already been made. Transferring a service to another homeowner would only allow that new owner to continue the original contract. Once that contract was completed, they could RENEW under a new contract. Just like transferring a warranty etc. It doesn't start over, unless you pay for a renewal.

They stated their policy for breaking contracts. The OP signed the contract. Why complain now? Again, why should they try to sell something they have already sold?
Anonymous on 10/04/2009:
I was in a similar situation when I sold my last home. It was actually a good negotiation tool. If the new owners agreed to continue the contract I put a little more money to their closing costs. I was never under the impression that the alarm company would sell the contract to the new home owner for me. It was perfectly clear when I signed the contract that it was my responsibility.
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Negligence of service and unfair terms and practice
Posted by on
TEMPE, ARIZONA -- This company offers very attractive price and gets consumers to sign a three-year contract. After a while we discovered that although the monthly fee was paid by us our home has not being monitored for over 6 months making the security of my family vulnerable, a service that we depended and paid for. And we were not informed about it until we contacted the company which confirmed that it had lost our signal.
This company makes consumers pay the monthly fee even after moving from the house, and threatns to harm the consumers credit if payment were not made. They don't provide monitoring service to the new location without a high transfer fee or a whole new contract and would not reimburse the fees for the period that was not monitored.
Please check the Better Better Business Bureau before you enlist this company's service.
     
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Doc J on 06/14/2006:
The nice thing about "monitored" security systems? The corpses of you and your family will be found before they begin to decompose. Your distress call usually goes to a recently fired Wal-Mart greeter wearing a headset (think Dell "tech support" providing "alarm monitoring"). Plus, the Supreme Court has ruled that the local doughnut munchers have no obligation to respond to a 9-1-1 call in a timely manner. Want security? I recommend a self-monitored system and a Glock-17 in .40 S&W or 9mm. Then invest in lots of good training and a concealed carry course. How many other "security" service clients wrongly believe they have an effective, monitored system?
Anonymous on 06/14/2006:
I recommend a Smith $ Wesson 357 and any shot gun with a short barrel using Bird Shot as to not mess up your walls. But if you really don’t care about the walls, then buck shot is better.
Doc J on 06/14/2006:
Bird shot only tends to p--- off evildoers. Go for the "red mist". Walls can be replaced, your family cannot.
Anonymous on 06/14/2006:
There is nothing more intimidating than the sound of a pump shotgun being racked.
Anonymous on 06/14/2006:
dealerdirect:I agree and that seems to work on people who have never even shoot a gun before.
Anonymous on 06/14/2006:
I meant shot
Anonymous on 06/14/2006:
Docj: I totally agree I was just trying to be nice. Red mist that is good, we call it “red spew”
Doc J on 06/15/2006:
dealer-While the sound may be "intimidating", it also reveals your location to an assailant. Always looks impressive on TV though: where most people get their "training". Fully loaded, round in chamber, safety off, and finger resting on the receiver. Inside of 21 feet (I.e. in most homes), an evildoer can get to you long before you can make that "intimidating" sound. Keep yer powder dry!
kalamart on 10/19/2006:
Watch out for the Automatic Renewal of the contract also. If you do not cancel your contract before the end of the original contract - it automatically will renew for the same amount of time and you will be responsible for defaulting and have to pay the large disconnect fee. Even with notice of termination - once it's into its renewal you will owe the disconnect fee..
flydude on 01/16/2009:
Yep...shotguns are truly scarry...but more scarry is anyone who is stupid enough to sign a 3-year contract, not read the dang thing and then complain about an automatic renewal clause. Jezze Louise...they all got 'em...get it?...good!
Greg Brady on 06/20/2009:
I always love to find these complaints against the monitring companies. First of all you signed a three year contract to avoid paying the $800-$1200 that is costs to install a wireless system. Secondly I assume the system wasn't being monitored because you switched phone service providers and probably phone numbers and failed to tell your alarm company. CSG is a good company as far as these nationwide alarm centers go and they would have made a valid attempt to resolve the problem when they stopped receiving signals. Also you signed a three year contract and moved so why should the company pay for this?. They are very fair about letting you out of your contract at your old home by signing a new agreement at your new home. remember they already paid for your system and install and sales commission once. Believe it or not they do not profit from you until you have paid for about 4 years!. Its a risk they take to maintain a large customer base. And yes it does automatically renew but only 1 year at a time. They need to borrow money from a funding source in order to give you the "FREE" system you needed because you couldn't part with $1000 to protect your family. If you are not under a contract then you are not worth anything to the bank as collateral to fund more people to be able to afford a security system. Sorry if I sound rude and no I don't work for them but all of these complaints are the same and are not usually the fault of the security company but the consumer entering into an agreement without reading it or thinking it through.
I do like the gun ideas but unfortunately we aren't always home and although the speed at which we are protected and served is not as quickly as anyone would like a audible alarm system does get them out of your home before they do too much damage or allows tehm to be there as you come home.

Hulagrany on 03/15/2010:
Two and a half years ago my mother-in-law with dementia, was sold a three year contract with Central Security-Nationwide, Inc. She never learned how to use the system and set it off several times resulting in the local police showing up and her not remembering what her pass code was. They refuse to speak to anyone but her and she is not able to comprehend. We can't wait until her 3 yrs. are up to CANCEL their so-called service.
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Contract Up but Automatically Renews
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Rating: 1/51
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.
     
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jktshff1 on 04/23/2014:
Got to read the fine print
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Bad Service
Posted by on
Rating: 1/51
TULSA, OKLAHOMA -- This company will not stand behind its service tech's that come to your home. The tech's can tell and sell you anything, but the company will not back it up.
     
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mc, Texas on 05/31/2013:
This company will not stand behind the extended warranty we purchased. They used all kinds of excuses to dispute the claim of a bad wire. In the past 10 yrs, I've had ADT, Protection One, with whom I also purchased a same type of extended warranty. I never had any issues with them.
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Time Range for Service
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Rating: 1/51
TAMPA, FLORIDA -- {I} have had problems with their service and charging a fee for work done, stating it was the cable company wiring when I have had the same company the whole time. It still had taken 3 visit to my home and to fix the problem, and I still had to pay the 89.00 Service fee. Was not happy with the service at all.
     
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Matt on 08/02/2013:
I had the same thing happen to me. They actually had to come twice and blamed it in the cable company. They charged me $89.00 twice. The local guys that came to do the work and my salesman said it would be Free!!
They are liars!
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