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BBB Accreditation

This business is not BBB accredited.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:

  • This business has no rating because it is out of business.


Customer Complaints Summary Read complaint details

241 complaints closed with BBB in last 3 years | 9 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 46
Billing/Collection Issues 44
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 151
Total Closed Complaints 241

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Pinnacle Security, LLC
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: May 07, 2003 Business started: 07/01/2001 Business started locally: 07/01/2001 Business incorporated 07/13/2001 in UT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

DOPL - Professional Licensing
160 E 300 S 4th Fl, Salt Lake City UT 84111
www.dopl.utah.gov
Phone Number: (801) 530-6628

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Brian Karren, General Manager Mr. Michael Brokaw, Dispute Resolutions
Contact Information
Principal: Mr. Brian Karren, General Manager
Business Category

Burglar Alarm Systems - Dealers, Monitoring & Service Internet Services VOIP (Voice Over Internet Protocol) Sales & Service

Alternate Business Names
First Pinnacle Alarm First Pinnacle Alarm, Inc. Vigilon, Inc.
Additional Information

As of January 2014, Pinnacle Security has dissolved and is no longer servicing customers. They have sold all of their contracts to businesses that will be able to provide 24 hour security services.

Additional Information

In February 2013, Pinnacle Security informed BBB they will no longer be selling security services or obtaining new customers. They will continue to service and monitor any existing customers.

Business Management

Pinnacle Security and Devcon Security (which is located in Florida) are owned by Golden Gate Capital. Separate BBB Reliability Reports are available for Devcon Security at www.bbb.org. In February 2013, Protection 1 purchased select assets from Pinnacle Security including IT infrastructure and software. Protection 1 will also be leasing the current Pinnacle facility in Orem, Utah. In addition, Jared Chappell and Steve Zolman former founders of Pinnacle Security will be joining the Protection 1 management team and leading a new residential division at Protection 1. A separate report is available for Protection 1 : click here

Industry Tips
Burglar Alarms

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1290 Sandhill Rd

    Orem, UT 84058 (877) 746-7233 (800) 632-6828 +877-PINSAFE (801) 437-1020

  • THIS LOCATION IS NOT BBB ACCREDITED

    1292 Sandhill Road

    Orem, UT 84058

  • THIS LOCATION IS NOT BBB ACCREDITED

    400, 7015 MacLeod Trail SW

    Calgary, AB T2H 2

  • THIS LOCATION IS NOT BBB ACCREDITED

    708 Duncan Avenue

    Pittsburgh , PA 15237

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    7019 W. Friendly Ave.

    Greensboro, NC 27410

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    17 W 730 Butterfield Rd.#106

    Villa Park, IL 60181

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    -

    Fort Worth, TX 76102

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    3055 Floyd Ave

    Modesto, CA 95355

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    9528 Miramar Rd #128

    San Diego, CA 92126

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was approached by a pinnacle agent while living in BR in July 2010. June 2011, I bought a house. A month prior to moving, I called pinnacle to find out how to transfer services. I was told it would not be a problem and that pinnacle did service the new city I was moving to (I would still be in the same state). All I had to do was call when I was ready to move to set up an appt for the tech to move the system. I did just that...several weeks before I was moving to again ensure they could do it. It was no problem according to them, but I had to remove the alarm system from my old home and take it to the new home for them to install. Well, that was a lie. I was not able to remove the system (unless I ripped it out of the wall). I called back and the tech laughed and said I was given the wrong information. I would have to have a new system set up in the new home. Well, when I moved, they sent a tech out who said he couldn't set the services up with the landline I had and he would return to set up wireless. He returned and then, after, an hour and multiple phone calls, he said he couldn't set up service because pinnacle could not service my area, or state for that matter, because they were not licensed and I would need to call them to see when they would have a tech who could come out (they were looking for a 3rd party company to service the state). Well, I kept calling for months and they didn't have anyone. Fast forward to 2012...they finally have a 3rd party company named devcon. The tech comes out to my house and is there late in the night two nights in a row setting up the alarm. I spoke to a rep who said I would have to sign a new contract with them since pinnacle cannot service my state and the contract with pinnacle would be cancelled. My devcon contract would only be for the length of the time left on the pinnacle contract and I would have to pay 5$more monthly for the wireless service. I agreed. I kept asking for a new contract to sign...never received it. I found out I had been charged for service the whole time even though my account had not been debited and pinnacle submitted the charge with the contract to devcon. Devcon agreed that I didnt owe the amount since I was not receiving service due to pinnacle not having a license. They wrote off the charges. Pinnacle sent the charges to collections for one amount. I disputed it and sent information to the collection agency. They dropped it. Pinnacle sent me to another collection agency for a totally different amount. I sent proof again that my account is in good standing with a zero balance and that agency dropped it. The information I sent as proof even shows all the payments I made to pinnacle along with the write off to bring my account to zero balance that is being paid on time every month! My account was then transferred to safe security. I now have been sent to yet another collection agency for a different amount...again. I sent proof that my account is good standing and they sent me a letter stating that their client, pinnacle, showed proof that I owe the money. What proof did pinnacle provide? The contract from 2010 with my old address on it! How is that proof when they sold the account not once, but twice? How can you send me to different collection agencies for totally different amounts each time? Pinnacle has since sold all (or close to it) of their contracts.

Desired Settlement: I expect the amount that is being sent to collections for services pinnacle could not provide due to their lack of a license to service the state I live in to be written off and put at a zero balance. I should not be held accountable for services they could not legally provide especially when my contract was bought out and the amount was written off by the new buyer since I entered into an agreement for 5$ more a month. My account still isn't with pinnacle, but with another company that bought out the company pinnacle originally sold to.

4/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I ended my contract with Pinnacle Security in April, 2014. I had to pay several hundred dollars to do it, but I was moving and did not want their company installing a security system in my new home. On March 31, 2015, I have a $49.99 charge on my credit card. I did not authorize this payment. In fact, my credit card number has changed and I have no idea how this charge could have been made. The company making the charges is "Monitronics" and they say they only process the charge, the origination is Pinnacle and they can do nothing about it. I paid my contract in full last year. Monitronics has all of the information about my cancelling the service and paying out my account.

Desired Settlement: I want to be refunded the charges made on March 31, 2015 and I want no more charges made in the future.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a service from Pinnacle Security sold on the street house to house. They came in and installed it and then went away. I paid on the sevice for a couple of months until the Security Box broke. I got ahold of Pinnacle Security and they had me send it back since they were no longer in Spokane for some reason, they didn't say.I waited and waited and nothing came back back. I didn't get the product or even a letter. I tried calling and the phone was disconnected. That was over a year ago. Now I am being contacted by Law Office of James R. Vaughan PC and they want $1,708.08 for a service I didn't not receive. They told me they are in contact with them every day by e-mail but would not give me the e-mail or the number to see if I could get the box back. I have tried many times today to find a number for Pinnacle Security and have had no luck. I have given up on ever getting the box back but I do have a hole in my wall that needs patched. Everything I read about them is that they are out of business and I see there are a lot of complaints on here.

Desired Settlement: Either give me the service I signed up for or if they can't fix the equipment or if they are no longer in business any longer then Find me another secrutiy service or take the negitive off my credit score and get rid of the bill for $1,399.00 and interest of $309.08 for a total of $1,708.08. I am not sure why this law office thinks I should pay for a service with broken equipment, no sevice and a hole in my.

1/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My contract was up with them a year ago at least and they have been withdrawing money from my account every month since my contract was to end. I have called and told them and even sent a notice to them and I have gotten nowhere with them and cannot get the charges to stop. Last time I called they said they didn't have me on file.

Desired Settlement: I would like them to stop taking my money and refund my money for the past year.

11/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I lived at **** **** *** in ******* ********** my past residence a sales person came to my door attempting to sale me Pinnacle Security systems. The sales person that was trying to sale me the security system name was ****** or ****** I signed up for the system, but after that I believe my personal information was illegally used for other things and distributed to families without my permission. I would never sign up for a pay monthly security system and allow the salesman to distribute my information all over.

Desired Settlement: Because of this action from pinnacle security systems I lost wages from 2008 until 2014 and I am asking for compensation. They sold my information illegally without my consent to other parties, and no I do not approve.

9/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I did return the cancellation paper which I have a copy of within the three BUSINESS day period as the contract specified but still trying to collect. Purchase date: Installed on 6/30/12. Cancelled contract legally on 7/04/12 and mailed 7/05/12 which was the third business day due to weekend and holiday of July 4th. Tried to debit account a year later after account cancelled. Also harassed and tried to get me to reinstate contract or refer someone else when called in to complain and stated that contract was legally cancelled. Could not afford to resume contract due to low income. Very high pressure salesman that took advantage of me within 6 months after husband passed away. Currently turned in for collection through Omega RMS which is not a valid collection as contract was cancelled by sending in Notice of Cancellation with the three day period which stated BUSINESS DAYS. Account #XXXXXXXX, ***** ** ***** area manager. PROBLEM DATE: Talked to ****** ******* after debit a year later who issued a credit and assured me that the account was legally closed.

Desired Settlement: Would like acknowledgement of this account being legally closed as sent in Notice of Cancellation, of which I still have a copy, within the specified time frame of three BUSINESS DAYS and collection procedures through Omega RMS or any other collection agency to cease and desist as they are not valid. I would also like to have the collection for $1472.00 from Omega RMS removed from all three credit bureaus.

8/29/2014 Problems with Product/Service
8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Installed services in which i told them i didn't want or understand and had it installed in my house when i wasn't home but i stopped payment atBank. This company was walking around my neighborhood, selling security systems, saying that there would be no upfront cost and a trial period and i could cancel at any time without consequences. As i am a retired person with no literary competency they didn't tell me all of the details and had my son sign papers while i wasn't home and installed a system into my house. My son now has this mark on his credit for the above amount and after repeatedly telling them over the phone to come get the system out of my house and stopping payment with my bank before it got out of control. They kept calling and huraseing me and telling me that a contract was signed and there is nothing i can do. I didn't sign a contract and they lied to my son and had him sign it saying this was all set up by me his dad and owner of the house. It's now with *** ******* ********* ** @ **** ***** ********* ***** **** ******** *** XXXXX (XXX) XXXXXXX in collections under my son's credit for report. Its now in collections under my son's name and his information was never given so i don't know how that happened either. I was deceived from the start and my son was lied to also. I want this removed from his credit report and never left to deal with either Pinnacle or *** ******* ********* ever again. Also to know how my son can clear his credit report. I am an illiterate senior citizen and have to have my son type this and provide his email for follow up. He is speaking on both our behalf's.

Desired Settlement: Just to have the collection company reove clam against my son for the $1711.00

7/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My Account was cancelled in November 2011. I now have funds to settle my account only to discover First Pinnacle no longer exists. Acct# XXXXXXX. Last statement received has a balance of $912.71. I would like to know if there was action taken against me and if this account was sent to collection. Any information about this account is necessary for me to restore my credit rating. Any contact information would be greatly appreciated. I have been working on this for at least a month and getting no where.

Desired Settlement: I would like to make arrangements to settle this account and remove it from my credit score. I have $500 available to close this account, paid in full.

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: they put a contract in my name but someone else signed the contract. does not belong to me. recieved a bill for $731.53 for a security service and i spoke to someone about 1 year ago about this not being mine they looked up the contract and saw i didn't sign for it. So again this week I received a letter from Total Customer Service collections on this. Pinnacle is doing fraud on contracts they are putting in homes and not verifting the information when people sign the contracts.

Desired Settlement: I want this removed from my name and off my credit asap

4/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just got notified of a debt that was purchased and no notification of it until today. I had the system in 2007. I no longer have the business. I was approached in February 2007 to purchase a security system from Pinnacle Security systems. I had it installed and later wanted to cancel it as my business was closing the same year. The gentleman was no longer available and no information was available to contact the company. I had no contact with the company about any such debt. I just received a call from a collection agency that they "purchased" my debt from them and wanted it paid. I did not know about the debt and want to fight it. And now I find out they are no longer in business, there fore I need help in fighting this matter.

Desired Settlement: I want my account abolished from my record. I want the company that "purchased" not to be able to collect on a matter that is in all accounts, no longer valid. Statutes of limitations should apply here. I seek no money or damages, just have it dropped.

4/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: July last year I sent a cancellation letter and paid the fee for early termination. pinnacle have continued to take money from my account. July last year I sent a cancellation letter and paid the fee for early termination. pinnacle have continued to take money from my account. I contacted Pinnacle and the person confirmed that they had received my cancellation letter and that a refund would be sent. At this time I have not received any funds and now I am unable to contact anyone concerning the matter.

Desired Settlement: I would like the $368 that was taken illegally from my account following the cancellation of contract.

4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid Pinnacle 3yr for no services, Account in my name but fiancé is disabled veteran and my elderly mother had the alert button. Moved WY to WA, wanted to transfer service, told not in "area", new owners didn't want it. But due to the contract I had to pay it. For almost 3 years I have been paying for nothing. Got ADT. Wanted to contact Pinnacle to let them know I don't want anything past my contract. Found out Pinnacle switched to ADT. Poor customer service to not follow up, just keep taking the money each month.

Desired Settlement: I want the money I have sent them since they switched to ADT. I know I signed a contract, March 2009 I paid for the services, February 2014, they didn't give me any services when available. If they weren't in my area then I have to live with the freaking contract. But now I find out they were services available. I could be refunded by free ADT services for the next three years.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 13, 2012 I cancelled service with Monitronics because I was unhappy with the service. I signed a 3 year agreement with Devcon Security partnered with Pinnacle security. the name of the representative was ***** *********** rep ID XXXXX phone (XXX)XXX-XXXX. His office operates out of Houston Texas. HQ office per the contract is 1290 Sandhill Rd Odem Utah. They changed out the alarm key panel. The 3 year agreement for home alarm monitoring was with this company. Things with the service was going well for months. Suddenly, I was switched to Monitronics security (the same company I left) without my knowledge or consent. I have automatic withdrawal from my checking account monthly to pay for my home alarm service. I have had a problem with the alarm system, I call Pinnacle/Devcon at the phone numbers given to me for customer service and the phone transfers over to Monitronics. I have attempted to call the company and left messages and my calls were never returned. Now the phone number transfers me to Monitronics. I am very angry because now Monotronics expects me to continue honoring the 3 year contract. However, since the company I signed up for is no longer honoring the contract by monitoring and providing the service I signed up for I strongly feel I have the right to cancel and select another alarm company of my choice. I did not select Monitronics and do not feel obligated to continue an additional 2 years with a company I terminated service with because of bad customer service experiences. It was wrong of Pinacle/Devcon to do this and I feel I was scammed into a 3 year contract through unethical business practices. out of my home. I feel I have been scammed and Monitronics states I cannot terminate service with them until I have completed the 3 year contract or it will go on my credit report and I will be billed for equipment Product_Or_Service: Home alarm installation and decection service

Desired Settlement: DesiredSettlementID: Other (requires explanation) The only thing I want is what is fair to me. Since Pinnacle/Devcon security has terminated their service with me I want the choice to select the alarm company I choose not forced to stay with Monitronics since I never requested or signed up for their service. I want the contract terminated and no obligation to pay for anything. If they want their keypad back that is fine with me but I do insist they return and reinstall the one they took out of my home. Thank You

Business Response: Initial Business Response /* (1000, 15, 2014/01/15) */ I show this account has been cancelled since January 2013. Initial Consumer Rebuttal /* (3000, 17, 2014/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not sure if my orginal reply went through. However, I currently have 52.00 a month being deducted from my account which started at the time the attached contract was signed. I did not cancel my account and switch to monitronics. Monitronics was the company I left for pinnacle and my contract with them was done. There are problems with the alarm and I can contact anywone for repairs. The contract attached is the intial one to start services with pinnacle. I did not What I am simply going to to is call my bank and stop all further automatic payments effectively immediately. As far as monitronics goes I am not under obligation to continue service with them since I never requested them. My account information for pinnicle was switched without my consent to another company. If I wanted monitronics to service my home I would have stayed to begin with.

2/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Falsely turning over debt to collector, 1 yr after my contract had been canceled. I signed a 3 yr. monitoring contract in Feb. 2010 with Pinnacle Alarms. Which was eventually sold to Safe Security/Monitronics. I contacted Safe Security both verbally & in writing to make sure my contract was NOT renewed about a month before my contract was up. They agreed not to renew a contract. I even spoke with a supervisor,***, who apologized for all of the problems i had with Pinnacle & also agreed to give me the last 4 months of my contract service for free. Now 11 months after not having a contract, no system monitoring, nothing, I get a call from a collection agency, whom has pulled my credit report, making me aware of a $300.00 past due balance, even offering to use the credit card I have listed on my credit to pay the balance, or they are reporting to the credit bureau.I DO NOT owe them anything. I do NOT want this falsely reported on my credit.

Desired Settlement: I want whatever action they are threatening against me to stop and be removed from my name, social, credit report. I also want, in writing, a letter stating that I owe them nothing & they will not contact me anymore.

Business Response: Initial Business Response /* (1000, 5, 2014/01/27) */ This complaint is misdirected and should be directed to Pinnacle Security. This account was contract monitored by Pinnacle Security, Monitronics just provided the monitoring. This contract belongs to Pinnacle Security. Monitronics has not sent this account to collections.

1/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Pinnacle security lie that their system was an upgrade of my current security system. ******* ****** Company: Pinnacle Security Account/SITE#:XXXXXXXX My Contact: ************ On August 22 2011, a Pinnacle Security representative by the name of ***** ********** ID XXXXX-tel:XXX-XXX-XXXX, came to my home of residence and saw that I already had a security system with ADT. He then proceeded to tell me that he was there to conduct an upgrade of my system. I asked him this will not cause any changes right? He answered no and that it's the same account, just an upgrade. I then allowed him to install the system, I signed all the papers and he left. Few months later, I noticed I was still being charged by ADT and also being charged by Pinnacle. I called them trying to resolve the case and they had the nerve to justify my obligation base on the contract I signed. I then explained to them what made me even sign the contract referring back to what their representative ***** ****** told me. They pulled up his file and told me "well he doesn't work here anymore". They then told me I should have called ADT to make sure this was a valid upgrade. I got really furious and felt so helpless because, why would your representative come out to my home of residence, see that I already have an active security system, and still solicit an agreement into a so-called upgrade knowing good and well his so-called upgrade had no connection with my current security system? Wouldn't it make more sense to say to yourself as a representative that oh okay there's already an active security system on this property and move on to another property without one? Or was it the greed for commission and desperate measure for the rich to keep making himself richer on the expense of my innocence? I didn't ask them to come upgrade my system, neither did I ever think in a million years that a consent to upgrade my security with a company I already had a contract with was a bad thing. They saw that this was the only way to manipulate customers into signing their filthy contracts and used it as many times as possible to increase their revenue. They have done this to thousands and due to the overwhelming complaints coming in from many Americans, they have shut down their website, deactivate there customer service lines, in order to avoid the rest of the customers such as myself who is still stuck into a contract they sold to MONITRONICS, a company base at PO Box XXXXXX Dallas TX XXXXX-XXXX; Tel: ************ for which I pay $49.00 every month-acct# XXXXXXX for three years and this contract doesn't end till August of 2015-By this time, I would have paid a total of $1,764.00. With that said, I still wonder just how much did they sell my account, and was it worth lying to me in order to make their living off of me? How heartless is that?!!! I've been so distressed about this matter up to today's date! I even called Monitronics and they declined all of my request to close the account because according to them, hey! this is not our fault; so you need to take it up with Pinnacle; we had nothing to do with the contract you're referring to. On the other hand, Pinnacle tells me, well you signed the contract ma'am. I'm so frustrated over this and Pinnacle doesn't happen to see how they've totally wronged me. A good business owner would have apologized, shut down my account for being mislead by one of THEIR OWN, and give me back the peace of mind they took from me. If you as a business find something faulty about your business, it is your responsibility to fix it to maintain a good reputation; if even it meant buying back the accounts you've already sold, and getting the dissatisfied customers to be satisfied since it was a negligence on your company's part. Instead, you sit there, and enjoy your wealth you've attained by fraudulently soliciting innocent people into signing your filthy contract!!!

Desired Settlement: All I seek is a total refund of the amount I have paid since Aug. 18, 2011 up to today's date, including the amount I would have paid by the time I reach the end of my SOLD contract which will be in the amount of $1,764.00 total.

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Pinnacle sold my contract to 2 different security companies. 10/2012: Signed contract with Pinnacle Security, LLC 6/2013: Received a letter from Monitronics, PO Box XXXXXX, Dallas, TX, 75381-4530 (customer #XXXXXXXXX) that they were taking over my contract from Pinnacle. They also sent all necessary signage, etc. They began invoicing me through the mail. 9/2013: Safe Security (customer #XXXXXXX) started deducting $30.99 per month from my bank account. 11/2013: I called both Monitronics and Safe Security. Both said they received my contract from Pinnacle. Both provided a copy of contract. They were identical from the original Pinnacle contract . 11/2013: Emailed Pinnacle requesting explanation. Have not had any response.

Desired Settlement: I would like a total refund from Safe Security and a cancellation of that contract.

1/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Refusal to process cancellation of account. Sold account to Safe Security after my attempted cancellation. Pinnacle security makes it a large part of their business to ensure that customers pay for service after they have expressed to Pinnacle that they no longer desire the service. This is clear from the excessive number of complaints on nearly every internet outlet, including the better business bureau, and numerous lawsuits noted in which Pinnacle has lost or been forced to settle with state attorneys general. They clearly are aware of the public outcry regarding their predatory consumer practices and are not concerned with changing while those practices remain profitable. This company really needs to be the subject of a media expose to warn customers against using them. As to my dealings with Pinnacle, I took over a contract from the prior owner of my house when I purchased it. Although I was under no obligation to do so, I entered into a contract with Pinnacle for the remaining term of the prior owner's initial contract as a favor to the prior owner so that they would not be involved in a services contract for a house in which they no longer lived. Pinnacle fought hard to get me to sign a new 5 year contract, but I refused and signed only for the remainder of the existing term, letting them know that I intended to pay only for that period. At the end of the contract, I called to cancel, but Pinnacle informed me that they would rely on a provision in the contract requiring 60 days advance written notice to prevent extending the contract an entire year. This provision is in their contract and they use it to their advantage and to their customers' disadvantage at every opportunity. I was angry that Pinnacle sets up its contracts in a manner that obviously serves no purpose but to allow them to take advantage of a customer who wants to cancel but fails to take notice of the contractual provision (when month-to-month contract extensions are the norm in the services world), but recognized that legal requirements do not always prevent companies from operating terrible businesses. I retained my direct withdrawal account status and provided a faxed written and signed letter terminating my service in January of 2013 (the original contract termination was October of 2012, so my termination should have, under their contractual terms, ended the billing as of October 2013). Pinnacle insisted that I fax (as opposed to email) the termination letter to them, in effort to make the cancellation more difficult I am sure. Then, they apparently just forgot to process the cancellation because the billing did not stop in October of 2013. Instead, they transferred my account to Safe Security, which of course says that they paid Pinnacle for the account assuming full payment throughout the year and that they will insist that the contract be fulfilled. I have paid Safe Security's termination fee so that I can finally be free from this cycle of consumer abuse. That is the amount I am "requesting" from Pinnacle at this point. I use quotation marks because I have read several of Pinnacle's responses to complaints and realize that they have no intention of making anything right with their customers and only provide non-monetary solutions to complaints and even then only when they think they can keep the customer. To the low level Pinnacle account rep who answers this, please don't give me your canned responses paraphrased for accuracy as follows: (1) we are hiding behind our contractual provision that allows us to charge you for services you don't want, or (2) we sold your account to Safe Security so we could avoid all of this but still take your money. Just respond with the truth: (1) you took my money for services you knew I didn't want after my repeated attempts to cancel, (2) you took steps to ensure that I would not be able to cancel my account, and (3) you expect me to just eat it like the countless other customers you treated like trash until they finally jumped through enough hoops to get you to stop billing them.

Desired Settlement: I would like one of the following: (1) a whole or partial refund of amounts Pinnacle caused me to pay after I took action to cancel my account (suggested somewhat in jest as they have absolutely no intention of making this situation right), or (2) a response from Pinnacle simply expressing their view of our customer / company relationship, as they clearly see it: "Dear Customer, you are nothing but a bank account to us. We feel a sense of entitlement to your money. We do not care if you want our services or not, we will ensure that you continue to pay us so long as we can hamper your efforts to cancel your account. Now that you have severed your payment relationship with us, please cease to exist."

1/10/2014 Advertising/Sales Issues
1/10/2014 Billing/Collection Issues
1/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I canceled the system because it didn't work right. It had "disarmed" on the panel; unless I dropped something then it went off. The system never worked correct, so I called and complained and told them to just to take it out. They said they would send someone out to fix it, but it would cost me to have it fixed. I said NO, take it out, I really can't afford it anyway, and the salesman gave me the money to pay the first month. They sent a letter and told me since I was canceling I had to pay them $1,362.04 within 15 days, I refused to pay since the system never worked. I felt it was their place to fix it since they put it in and it never worked right. Salesman: ****** O (unable to read rest of his writing) His phone number is: XXX-XXX-XXXX Monitor number: LXXXXXXX Site number: XXXXXXXX Purchase Date: 9/29/2011 Technician number: ***** (no signature) Payment amount: $44.99 ACH from checking account. I told the salesman that I didn't have the money at the time; he gave me the money to pay for it.

Desired Settlement: They are trying to get money from me since I canceled the system. It never worked and I reported it several times, they never sent anyone out to correct it. So I told them to remove it.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/09) */ Contact Name and Title: ******* ****** Contact Phone: ************ Contact Email: *******@pinnaclesecurity.com 4/9/2013 Contact Email: *******@pinnaclesecurity.com BBB Case #: XXXXXXXX **** ********* *** ** ******* Ave. Columbus, KS. XXXXX-XXXX RE: Alarm Account #: XXXXXXX Ms. *********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue and to provide you with some additional information for your consideration. 9/29/2011 - You entered into a new 42 month Agreement with Pinnacle Security. This Agreement came with a 3 day right of rescission (Cancellation policy) and we did not receive your written notice of cancellation (NOC) until approximately one month later (10/24/2011). 10/20/2011 - You called our customer care department to request that your alarm account be cancelled. You stated that it was due to your experiencing some false alarms. We offered to send a technician to correct the problem, but you refused. Our policy for system repairs is that; we must be allowed at least 3 separate technician appointments (During which time you would receive down time credit and not be required to pay for services) to attempt system repair. You refused to allow even one appointment. We offered to have you speak with our technical-support department to attempt an over the phone repair (For free), but you refused that offer as well. 10/20/2011 - You spoke with one of our customer care supervisors about cancelling the account and claimed you were experiencing false alarms with your glass break sensor. The supervisor offered to replace the glass break sensor for free and provide free tech-support as well, but you refused this offer too. The supervisor explained our cancellation policy to you again and told you we needed a written NOC, but that we would still be sending you a bill for the remaining months of your Agreement (Contract). 10/24/2011 - We received your written NOC. 11/3/2011 - You called to check on the status of your cancellation request. We explained that we did receive the NOC and that your monthly payments would stop, but that we were sending you a final **** for the remainder of the contract term. 12/5/2011 - You called in to our customer care department, after we called you and left a message. The purpose of our call was to collect on the balance of contract fee that was due. You said that you did not agree with the charge because your system didn't work properly. We told you that we would have sent a technician at no cost to you to ensure it was fully functional. You told us that it was too late as you had already sent in the NOC and just wanted the account cancelled. We explained the cancellation policy to you again, but you disconnected the call. If we had been allowed to inspect your alarm system and make any necessary repairs this would be a very different situation. However, because we were not allowed to do so, we are unable to assist you with your cancellation request. Pinnacle Security has not deviated from, nor defaulted on, any portion of the Agreement we made with you. Because we have not violated the contract you signed, we can find no justification for a penalty free release at this time. Your alarm account is currently being managed by our contracted collection agency and may be contacted by calling: 1.800.860.1582. You may call them to negotiate your final payment. If you have any further questions, please contact Pinnacle Security via the email address provided above. Our offices are open Monday thru Saturday, 8am - 10pm MST. Sincerely, Pinnacle Security

1/2/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Sales person totally misrepresented the term of the alarm contract. Sales person at Devcon Security misrepresented the term of the alarm contract. I purchased an alarm system on 4/21/12 with the understanding, repeated several times and in front of a witness that this was a special promotional offer of free equipment and a 24 month contract. I called today to find out how many more months I had to go since I am having a hard time paying the monthly fee, and found out that I was lied to and that the contract was for 58 months! There is no way I would have ever signed a 5 year contract. The sales person knowingly misrepresented the terms of the contract. Yes, I should have looked closer at the contract, but I did look carefully at everything he wrote on the paperwork. Problem is, the 58 month term was not written by hand like everything else they were selling me, it was printed right in with all the other information on the contract, was never pointed out to me (because I would have asked him to leave for intentionally misrepresenting the term of the contract), and I was not given a chance to read all the fine print. A search of the web shows that I am not the only one this company mislead about the contract term length. They don't even lease cars for 58 months. How would a reasonable person even dream this would be in a contract, especially when the sales person is telling them several times that the term of the contract is 24 months because it is a special promotional offer. Again, if the sales person had pointed out that the contract term was 58 months, I would never have signed it. If he hadn't been so insistent that it was only 24 months because it was a special promotion I would have questioned it. And if the contract had had a specific area where the contract term was filled in, like all the areas where the equipment to be installed was filled in, I would have noticed it myself. This was intentional misrepresentation by the company selling the contract, and Pinnacle Security, the partner company.

Desired Settlement: I would like to be released from this contract now without having to buy out the remaining months of the 58 they scammed me into.

12/6/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: The Sales representative misinformed/mislead me regarding my previous alarm company. In October 2009 a sales representative from Pinnacle Security came to my door and informed me that my current security company (sign) was no longer in business and Pinnacle was taken over their customers. He then offered to update my system with Pinnacle equipment and wrote up a contract for one year of service and Pinnacles equipment was installed. Shortly after they completed the install I received a letter from my previous security provider regarding their service. I contacted my previous provider and informed them per Pinnacle that they were no longer in business. This is clearly a case of consumer fraud. In October 2010 I contacted Pinnacle to cancel my service. On November 8, 2013 I received a letter from a collection agency (General Collection Company) stating that I owe $1600.00 to Pinnacle Security for cancellation of service.

Desired Settlement: Settlement of $1600.00 they are charging me.

11/19/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: SCAM.... was told that rep. was there because our prior alarm company went out of business and has switched over to pinnacle security. On 07/03/2012 a rep from this company(**** ****)came to my resident and stated that the alarm company we were with has went out of business and he was there on behalf of the company that has taking over to check the box because we were not getting any signal.... he proceeded to do something and then stated indeed we had no signal he again went on to say that YES your alarm company is gone out of business and I can sign you with pinnacle/devcon.I receive a call from my present alarm company(***********) stating that they was not getting any signal I explain the events that had taken place prior rep stated in fact they was very much still in business and it was fraud. My present alarm company called pinnacle and explain the situation and they apoligize for the inconveince and that they would take care of the problem. A week later I received a letter stating that due to the fact that I cancel a remaining balance is due immediately 1543.95 Had this rep not misrepresent himself no contract would have ever been signed.I was trick into signing a contract by false advertisment.

Desired Settlement: I would like for this issue to be removed from my credit..

11/15/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Continued to collect monthly bill after cancellation notice was sent. Claimed they never received my cancellation notice. Original cancellation notice was sent on 18SEP12. Pinnacle continued to collect my monthly bill of $47 thru JAN13.

Desired Settlement: Refund for the 5 months of service fee that was collected after my cancellation letter was sent.

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Closed PINN account via letter faxed-2mths later they sold acct didnt close it and now Im being turned over to collection. Closed acct 2 months ago due to never knowing where or who to call, false alarms, alarms that were not answered. Now my acct was not cancelled I no longer have Pinnacle service actually removed equipment from home. Sent a cancellation letter. I am now recieving letters and calls that my acount was never closed and sold to Safe Security and they are trying to collect.

Desired Settlement: Pinnacle to contact Safe Security and close account retro. Remove collection.

Business Response: Initial Business Response /* (1000, 5, 2013/10/07) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX October 7, 2013 BBB Case #: XXXXXXXX ****** ******** *** ****** * ******* ******* ** RE: Alarm Account #: XXXXXXX Ms. ********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. In reviewing your contract to respond to this complaint, we see that it was originally signed on September 11, 2009 for a term of 39 months which would have expired on December 10, 2012. However, a cell primary upgrade was done in February 2011. Pinnacle did this upgrade at no charge in exchange for signing a new 42 month agreement. Pinnacle received this paperwork back from you and the current end term of the contract is August 7, 2014- 10 months from the date that this response is being written. Since the contract is still under the contract terms and not on a month-to-month arrangement, payment is still due for services until the end date of the contract. Pinnacle did receive the cancellation notice in August, however, since the contract is still in force, and since the sale of the account to safe Security was already in process, Pinnacle was unable to cancel the account with no fees as you have requested in this BBB complaint. When the account was purchased by SAFE, it was sold to them "AS IS" and all cancellation requests and issues with the account must now be handled by them. As such, Pinnacle no longer even has possession of the account and no longer even has the ability to process your request. If you wish to cancel the account, you must discuss it with SAFE Security and contact them at XXX-XXX-XXXX. They will be able to further assist you with your request and the cancellation process. Sincerely, Pinnacle Security XXX-XXX-XXXX

9/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Cannot reach company to pay bill OR to cancel service. Each call forwards to a voicemail that hangs up on us. We have been trying for the past 24 hours to reach someone at Pinnacle to pay our bill. We have found over a half-dozen phone numbers, and been forwarded to 5 different security companies, (Pinnacle, Devcon, ADT, Monitronix, and Safe Security; none of which appear to have our account. If no company holds our account, and nobody can be reached to pay a bill, there is no way we can assume our home is being monitored. Pinnacle refuses to answer their phone during any of their listed hours, and NONE of the companies we have reached claim to be monitoring us. We want to cancel our monitoring. We signed a 60-month contract on May 23 2008, therefore our contract is complete. We want nothing more to do with a company that can't even be reached when we're trying to GIVE them money.

Desired Settlement: We want to cancel our monitoring. We want a letter IN WRITING showing that our monitoring has been canceled and no money is due. We want no further billing or service from Pinnacle, nor any of their "associates".

Business Response: Initial Business Response /* (1000, 6, 2013/08/30) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX August 30, 2013 BBB Case #: XXXXXXXX ***** ****** **** ***** Ave N Arden Hills, MN 55112 RE: Alarm Account #: XXXXXXX Ms. ******, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. While reviewing your account to respond to this issue, we see that you have spoken with an agent on August 26th. We also see that the complaint officially went to the BBB on Saturday, August 24th even though it was not processed through the BBB until the 27th. We apologize for any confusion that has occurred in regarding the reaching of our company. At this time, our customer service hours are just Monday through Friday 8am until 5 pm and it is closed on Saturday and Sunday. Since you do not give information regarding the number that you called, we assume that you attempted to start to call us after we were already closed on Friday through the 24 hours until you filed the complaint with the BBB on Saturday. The hours have recently changed and we will ensure that the website and other information is changed to ensure that no misunderstandings like this occur with any other customers in the future. In reviewing this issue, we checked the monitoring of your system and have verified that the system is active and is currently being monitored, so you may rest assured that the monitoring of the system is still occurring even though the customer service department is closed over the weekend. It is a completely different department than the monitoring portion. Pinnacle Security does hold your account at this time and payments would need to be made through us. As explained through our agent on the 26th, if the cancellation request is not received in no less than 30 days prior to the end of your contract and no more than 90 days before the end of your contract, then it does renew for a year-long period. Your contract ended on May 22nd and a new year long renewal commenced on May 23rd. The first Notice of Cancellation which we received was the one sent to us on August 26th. As it was well into the year-long renewal, Pinnacle cannot cancel your account with no penalty as requested. However, again as our agent to whom you spoke on the 26th offered, he did offer a buyout option of just 50% of the amount still left owing on your account. The total amount due for the balance of the contract would be $453.06- this includes the payment which was due on August 23rd until the end of your contract. By cutting the amount in half, Pinnacle would accept a payment in the amount of $225.00 to cancel your account and settle this issue. Once this payment has been received, we will gladly send you a letter verifying that the monitoring has been cancelled and no further monies are owed. By going to the BBB, the customer agrees to find a middle ground resolution to the issue with the company. Pinnacle feels that this is a fair and just middle ground resolution in regard to the complaint brought before us. To accept this offer, please respond through the BBB and we will start the cancellation process and will contact you to make arrangements for payment for the cancellation amount of $225.00.. Sincerely, Pinnacle Security XXX-XXX-XXXX Final Consumer Response /* (3000, 8, 2013/09/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are the numbers I called... please note, that with EVERY number I called the message said that Pinnacle was open for business. This was not a single attempt, nor a single number tried. *********************************************** XXX-XXX-XXXX Recording says they're open today from 6am-8pm, and hangs up XXX-XXX-XXXX recording is an endless loop * #1 goes to BMS Critical Monitoring who has all our info, says they are contracted by Pinnacle to respond to our alarms, but they say to call Pinnacle. * #2 forwards to: ADT, (says they can't find our account) Monitronix, (says they can't find our account) and Safe Security (took ALL our info - including password, THEN said they can't find our account) * #3 Tech Support says they're closed until Monday * #4 Customer Service says they're open from 6am-8pm, and hangs up XXX-XXX-XXXX says they're open today from 6am-8pm, and hangs up XXX-XXX-XXXX voice mailbox; no information about company name. Message left. XXX-XXX-XXXX same message as XXX-XXXX XXX-XXX-XXXX same message as XXX-XXXX XXX-XXX-XXXX goes to "Protection One" who has all our info, says they SHARE a database with Pinnacle including both companies customers, but they can't do anything because we're not their customer... though they have our passcode & all other information XXX-XXX-XXXX Oren City Police, non-emergency said the number they have on file is: 801-437-1020 (Protection One) Called Protection One back again. She (would not give name as we are not their customer) claims she doesn't know why the police gave me their number, swears that while they have all our information INCLUDING OUR PASSCODE, they don't have our account... that they received all our information when they bought IT Assets & select (not ours) accounts from Pinnacle. Says they cannot help us either. ********************************** I will be cancelling later this month. But this does not change the fact that there are three different monitoring companies out there who are all privy to our account information... INCLUDING OUR PASSCODE, and Pinnacle is doing nothing to safeguard our house or our information. Three different companies OTHER than Pinnacle, (Devcon, Protection One & BMS Critical Monitoring) actually pulled up our entire monitoring history which means that Pinnacle is sharing ALL of our information with at LEAST three other companies! This is NOT a safe practice! Yet this is not mentioned once in the above message. As I stated before, THAT was my chief complaint... the lack of security within this companies practices! Final Business Response /* (4000, 10, 2013/09/12) */ September 12, 2013 BBB Case #: XXXXXXXX ***** ****** **** ***** Ave N Arden Hills, MN XXXXX RE: Alarm Account #: XXXXXXX Ms. ******, We have received the rebuttal to the response to the complaint that you have filed with the Better Business Bureau (BBB). While we do understand the frustration that the different assignments can cause, this is a common business practice in many industries. In order to work for any security company, all employees must pass a state regulated background check, at the least and, many times, a federal background check. While your account has been in several different companies' hands, your information is always protected and you may also change your passcode for your alarm at any time. As of September 3rd, your account has been assigned to SAFE Security. They have access to all prior notes which have been made on your account. As far as Pinnacle is concerned, this is the final assignment which will take place. SAFE has purchased your account from us ''as is'' and they will now be handling all aspects of your account. It will never be coming back to Pinnacle. In the assignment agreement, SAFE has asked that Pinnacle no longer handle any issues or disputes with customers and they have stated that they will work with all customers in handling all disputes. Please contact them at XXX-XXX-XXXX. As such, Pinnacle can no longer resolve this case as has been requested. They do have notes of our BBB response and you may send them a copy of the previous response to verify that you have been working with us towards a resolution. Please contact SAFE customer service department for further help in resolving this issue. Sincerely, Pinnacle Security XXX-XXX-XXXX

9/30/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Last year I tried to cancel this contract when it was up for renewal. They claimed that I did not contact them in time so they renewed it for a year. I tried everything to get the information to cancel this contract as they have changed names several times since I signed up with them. They told me that I had sent my cancellation letter to the wrong email address and that is why it did not work. It is hard to track a company who keeps merging with another one and taking their name. They do not send you any correspondence to this effect either. On December 21, 2012, I contacted this company and made arrangements to pay off the outstanding amount to get out of this contract. I was billed $451.58 to my chequing account which shows on my statement for that period. The representative said that the payment would clear my account with them and that it would be closed. As of September 3, 2013, my account was debited for another $47.24 monthly fee which was not authorized at all and I was under the impression that these were to be stopped. Now I am being told again that I did not send to this company in writing a cancellation of my contract. This is totally unacceptable and I am tired of the run around from these crooks. These companies can change names and policies but the consumer is being taken advantage of as we have no way of contacting them once we get sucked into these contracts.

Desired Settlement: I would just like my account closed and the $47.24 refunded to me is all I am asking. If I have to close my chequing account that is a major pain for me as that affects all my direct deposits, etc.

Business Response: Initial Business Response /* (1000, 5, 2013/09/12) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX September 12, 2013 BBB Case #: XXXXXXXX ******* ******* XXXX XX St Innisfail, AB T4G 1K3 RE: Alarm Account #: XXXXXXX Ms. *******, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. We do see the payment that you discuss that was taken in December of 2012. However, as stated in section 2.3 of your contract, a written notice of cancellation must be received in order to cancel the account. As no such written notice was received, the account could not be cancelled. Also, Pinnacle did take a payment on September 3rd, but the account was assigned to Safe Security on September 6th. As per the assignment agreement with Safe, Pinnacle has been asked to not handle any issues on these accounts at this time as they were assigned "as is". Due to this, all inquiries for any issues with your account must now go through them. To reach Safe, please call XXX-XXX-XXXX. As your account now rests with SAFE Security, Pinnacle cannot, unfortunately, resolve this issue as you have requested through the BBB. Please contact SAFE and they **** be able to further assist you with this issue. Sincerely, Pinnacle Security XXX-XXX-XXXX

9/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: On July 30, 2010 we had Pinnacle Alarm Canada Inc. install a security system in our house. We signed on for a 3 year contract which expired on July 30, 2013. When we had the system installed we were told that we could cancel any time after the 3 years. I tried to cancel the service today August 19,2013 and was told I had to fax in a cancellation request with my husband's signature on it because the contract was in his name. Then I was told that after I faxed in the request that I had to call Pinnacle back to confirm that they received the request and to speak to the cancellation department. I faxed the request and called them back only to be told that I could not cancel the service because the contract expired on July 30, 2013 and they renewed it on July 31, 2013. I was told that I did not give 30 days notice prior to the expiration date of the contract; therefore I was locked in to the contract for another year and if I cancelled I would have to pay a cancellation fee of 50% of the service. ( I was then told that the cancellation rate is normally 100% but since I lived in Canada they would cut it to the 50%). We were not aware of any cancellation fee once the contract expired. The other thing is that after the 3 years the rate for the service was supposed to be reduced. Upon checking our account online I discovered that the rate was not reduced for August. I questioned Pinnacle and they told me that we were supposed to call in for a rate reduction. We were never told this and were told the rate would be reduced automatically at the end of the 3 year contract. We started with Pinnacle Alarm Canada, who was using Vigilon Security as the dealer. They later merged with Devcon security and when you check Devcon's web site they are now being sold to ADT security. I did ask to speak to a supervisor to lodge a complaint and was to that the person I was speaking to was the supervisor and there was nobody else I could talk to. Product_Or_Service: Security system and monitoring Account_Number: Customer ID XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Our desired settlement would be to have our service with Pinnacle Security cancelled as we requested and not be charged the cancellation fee.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/22) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX August 22, 2013 BBB Case #: XXXXXXXX ****** *** ******** PO Box **** The Pas, MB R9A 1S5 RE: Alarm Account #: XXXXXXX Ms. ********* We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. A copy of your original contract will be included in a mailed version of this response letter and one will be emailed to the BBB as well. In Section 2.3 of your contract as it was signed on July 30, 2010, it states that your Initial Term of the contract is 3 years. But, that your contract will automatically renew for 1 year renewal terms unless cancelled in writing no less than 30 days prior to the end of the then-current term. As the Notice of Cancellation was not received until almost 3 weeks after that date, the renewal had already taken place. The rate reduction is applicable only if a 3-year contract renewal would have occurred before the end of the original contract. The cancellation fee is just the fee for the 12 months of the renewal term which had started due to no Notice of Cancellation having been received. In an effort to resolve each complaint in an amicable manner, the supervisor to whom you spoke did offer to drop the cancellation fee by 50% which Pinnacle feels is a fair resolution based on the terms of the contract. Without admitting wrongdoing by Pinnacle Security, nor by waiving any of Pinnacle's rights or defenses, but as a gesture of customer service and goodwill, Pinnacle would like to keep the offer of 50% of the cancellation fee as an option to you. To accept this offer, or to offer a different middle ground solution to resolve this dispute, please respond through the BBB. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (2000, 11, 2013/09/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the buyout offer of 101.00. It seems reasonable. I would also like to comment on the statement about the alarm system going through the phone lines. I was quite aware that once I upgraded the phone lines to fiber optic that I would have to upgrade my alarm system so it would work properly and was willing to pay for the upgrade of the GSM chip. I did call about upgrading the alarm system and was told that the upgrade was not necessary and that the alarm system would work properly with the fiber optic phone lines. (which it did not do). Please provide me with an address and I will send a cheque for the $101.00 Business' Final Response /* (4000, 9, 2013/08/30) */ August 30, 2013 BBB Case #: XXXXXXXX ****** *** ******** PO Box **** The Pas, MB R9A 1S5 RE: Alarm Account #: XXXXXXX Ms. ********* We have received the rebuttal to the response of the complaint that you have filed with the Better Business Bureau (BBB). In reviewing the notes on your account, we do not see any mention made during the times in which you have called us throughout the years of having spoken with our agents regarding not receiving the emails regarding the payments which are coming out of your account. We do see that you have sent an email through your initial complaint through the BBB and we will gladly update the information in your account so that you should be receiving those notifications again. The rest of the issues mentioned in your rebuttal all go back to items which are mentioned specifically in your contract. The cancellation terms and length of auto renewal are specifically mentioned there as discussed in our previous response. Having your account monitored by ADT and in having our customer service done for us through a deal with Devcon Security is all covered in the 'Assignment' portion of the contract in which Pinnacle can assign your contract to different companies to do specific services. Assignment of contracts is done often in business, especially in mortgages and credit card billings. Also, your alarm system was set up originally to go through the phone lines which you had at the time of the installation of your system. Your contract also specifically discusses that if your phone service provider changes that your system may need to be upgraded and that specific fees may apply in order to do so. We apologize if you do not feel that these contract terms are just or fair, however, they have been in your contract since the beginning and there was the right of rescission period where you could have cancelled at any time with no penalty. As no cancellation request was made within that timeframe (10 days in Canada), then the contract became legally binding on both parties and Pinnacle has been providing (or has ensured that the services have been provided through the assignment clause of the contract) the services for which we were contracted and have been doing business precisely as listed in the contract terms and conditions. By going through the BBB, the customer and the company agree to find a ''middle ground solution'' to resolve problems and concerns. By offering to drop the cancellation fee by 50%, Pinnacle feels that this was a fair and just offer and does not feel that the extra month offered by Ms. ******** in the previous Rebuttal is a reasonable or just attempt to find a mutually satisfying resolution to the contractually obligated responsibilities of Ms. ********* Again, in an effort to come to an amicable resolution, but still without admitting wrongdoing by Pinnacle Security, nor by waiving any of Pinnacle's rights or defenses, but as a gesture of customer service and goodwill, Pinnacle would like to offer a buyout option of $101.00. As the payment has come out for the months of August and now September, the buyout offer of $101.00 will make the cancellation fee come to a total of just 33% of the amount remaining on the contract throughout the year of the renewal, taking a 66% amount off of the amount due. Pinnacle feels that this is a generous and more than just and fair offer. To accept this offer, please respond through the BBB. Sincerely, Pinnacle Security XXX-XXX-XXXX

9/5/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Purchased a security system in Dec 2012. Were promised a front door **** with key code entry to be put in March. Never received and refused to honor. Back in December 2012 we had a gentleman that came to our door to ask us to upgrade our current security system. We didn't really want to since we were not in contract anymore with our current provider. He promised us many things and made it sound perfect by telling us how much money these items cost and what kind of deal we were getting. He promised us a camera to be put into our front room as well as a new digital monitoring devise up in our room. One complaint we had with our old system was that we could not hear the alarm buzzer from our room. We still were unsettled about it since it was more money a month plus a new contract. To seal the deal he promised us a new front door door knob that had a keyless entry by a code. At that point we decided to go ahead with it. Shortly after in February we found out we had to move to a new state with my husbands job. We knew we couldn't sell our home at that time so we decided to rent it out. At that time we had planned on keeping it as an added bonus for the new renters. With in the first week we had several calls from the monitoring company that the alarm kept going off. With us not being there we didn't know if someone was breaking in or not. We tried to get the names put into our renters names but they wouldn't allow it. They finally allowed us to add them but we were still called when it went off. Again how we would know if someone was breaking in if we were in a different state. About a month after the renters moved in we were not reached and so the police were dispatched. We had to pay for the police to come. At that time I was on the phone with Monitronics who was the monitoring company. We had decided it was best to cancel there services. The system that was placed was too complicated for our renters to understand and was causing alot of disturbance with my neighbors. The house is actually a condo and attached to 2 other neighbors. Everytime the alarm went off the adjoining neighbors could hear and complained. At the time I was on the phone with Monitronics I asked what the cancellation cost would be and then said nothing. You don't live there anymore, the contract is closed. Today I realized that it was Pinnacle Security that was taking the money from our account. I then realized that the contract was with them and not the monitoring company. I called Pinnacle and explained the same thing to them. But to them there is no cancellation of your contract. Even though there is no monitoring servise we are still going to be charged $49.99 a month for 3 more years to pay for there $299 equipment they put into our house. When I spoke to the gentleman today I said that if we have to continue to pay for the alarm stystem that is no longer being monitored than I want my keyless entry coded doorknob we were supposed to get in March. When we signed the agreement he told us that the door knob was out of stock unitl March and that once it comes it they will install it. It has yet to be installed so I would like it installed. The gentleman on the phone today said they **** not be installing it. I think its crazy that we have to pay for monitoring that isn't going to be monitored. We do not live in our home anymore and have moved to a new state. The home we live in in Idaho we are renting therefor it can not be installed here either. If they are not going to cancel our agreement then they need to follow up with theres and install the keyless doorknob that was promised to us when we signed the agreement.

Desired Settlement: I would like our agreement to be cancelled since monitoring (which is what the monthly payment pays for) is not happening. If our contract can not be cancelled I at least want out contract fulfilled and install our keyless door knob with keycode.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/26) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX June 26, 2013 BBB Case #: XXXXXXXX ***** ***** *** W ********* Dr Meridian, ID 83646 RE: Alarm Account #: N/A Mr. *****, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. In attempting to review this case, we obviously could not find a ***** ***** in Idaho (since it is stated in the complaint that the customer has moved to Idaho), but no information is given about the original account. There is a ***** ***** which we have found in our system where some of the information in the complaint almost matches the information on the account so we will assume this is the correct account. The found account is located in South Jordan, Utah but was installed on January 10, 2013, not in December of 2012 as is stated in the complaint. In reviewing the contract which was signed for the account in South Jordan, there is no mention of the door lock to be installed listed anywhere on the contract. In reviewing the information on alarm.com, all of the items listed on the contract have been installed and are currently able to function if the alarm is set. Since no door lock was listed on the contract, none was installed. Mr. ***** also signed the portion of the contract where it states that by signing below, he states that he is pleased with the installation, and every piece of equipment that he wished to be contracted for was installed. There was also a recorded phone call after the alarm system was installed between Pinnacle's Account Creation department and Mr. *****. This call has been reviewed. One of the questions asked to Mr. ***** was if his technician or Salesman made any promise or amendment that was not on the original agreement. Mr ***** stated that they had not. Due to the above, there does not seem to be any verification either through the written contract or by Mr. *****'s verbal verification of such that any door lock was promised at the time of install and not delivered. Therefore, pinnacle will not be automatically giving a free door lock which is not listed nor verbally verified by the consumer at the time of installation. Pinnacle did receive a call on March 18, 2013, in which Mr. ***** advised Pinnacle that he was moving but wished to leave the equipment at his current home and have the renters use it. He was advised to provide the renters with the passcode for the system and the verbal password as well. While the monitoring is handled by Monitronics, the actual contract is with Pinnacle and the information stated by the customer that she was given by Monitronics (that since they are no longer living at the address, then the contract is closed) is false. We apologize for this misinformation given to you by the monitoring company, but they do not have the authorization to decide if a contract is valid or cancelled or not. In the Form A of the contract, in section 2.3, it specifically states that the contract is for 42 months. Also, in section 2.5, it lists the options for a move and that Pinnacle will move the system to the new residence if the customer moves within 12 months of signing up, for a $99 fee and a new 6 point system will be given and the contract will continue to term. The system installed in South Jordan would still function if it is armed. Whether or not the Byrnes are living there or if the renters are arming it, it is still ready to be used and a service is being provided. Pinnacle is also willing to install a new system in the new residence of the *****'s, however it sounds as though they have already spoken with the owners (since the ****** are renting) and this option has been denied to them since they are only renters. While Pinnacle can understand the frustration, the fact that the ****** have moved to a residence where they cannot have a system installed in no way nullifies the contract which was signed in January of 2013. Based on the above information, Pinnacle finds no legal reason to install a door lock which was not listed on any paperwork or even discussed verbally on the recorded call when asked if anything else was promised over the original agreement nor to cancel the contract solely for convenience of the ***** family. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (4200, 20, 2013/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pinnacle Security, In another example, it would be as though a person went and bought a new car, signed the contract, drove off the lot and had it for several months, then went back to the dealership and wished to return it because there was no air conditioning or a cd player in it, even though it was not listed on the paperwork which was originally signed. This example is incorrect! If we were promised something that was not in stock at the time but came with the car as in floor mats but for us to pick them up when they are back in stock then yes I would expect to go back a few months later to pick up what I purchased but was out of stock at the time I purchased the car. In order to help resolve this complaint in an amicable manner, but without admitting wrongdoing by Pinnacle Security, nor by waiving any of Pinnacle's rights or defenses, but as a gesture of customer service and goodwill, Pinnacle would like to offer to send a technician at no charge to install a new doorlock. However, as it was not listed on the contract, Pinnacle will not give this part completely for free. Pinnacle will offer this extra part for 50% off the retail price of $250. Therefore, Pinnacle will knock $125 off the price of the part and send a technician for free. This is not acceptable when I could go to Lowes or Amazon and purchase the same thing for that same price. We can handle the installation on our own. I will agree when you Pinnacle Security install my door lock as promised when I purchased the alarm system. I have been following many of your complaints on the BBB, and you have an F rating which means I am nowhere near the only person you have taken. Just last February this was a judgment made by the Washington Courts: On February 1, 2013 the District Attorney of Contra Costa County announced a settlement of a civil lawsuit filed against Pinnacle Security, LLC. The civil judgment requires: -Pinnacle's sales representatives to refrain from making false and misleading statements during the door- to-door sales presentations. - Prohibits Pinnacle sales representatives from telling consumers that they will get free or discounted products or services if they allow a Pinnacle sign to be placed in their yard. - Prohibits Pinnacle sales representatives from telling consumers that sales representatives are engaging in "seed marketing, advertising, marketing, or increasing Pinnacle's visibility in the neighborhood". - Requires that Pinnacle sales representatives comply with section 17500.3 of the Business and Professions Code by immediately verbally identifying themselves, who they work for, and what they are selling. - Requires that Pinnacle use contracts that comply with California's Unruh Act and federal regulation Z pertaining to retail installment contracts by disclosing, among other things, the total price of the alarm monitoring service for the initial contract term of years. - Requires that Pinnacle use Spanish language contracts for customers to whom the sales presentation was made primarily in Spanish. - Requires that whenever a sale is made to a customer who already has monitoring equipment installed by another monitoring service provider, that Pinnacle shall not remove that customer's existing monitoring equipment until such time as the three day cancellation period (applicable to door-to-door residential sales) has expired. - Puts limits on the amount of contract termination fees that can be charged to customers. Requires the payment of restitution to certain customers; and - Requires that Pinnacle adopt specified provisions to monitor the future conduct of their sales representatives. - See more at: http://www.bbb.org/utah/business-reviews/burglar-alarm-systems-dealers-monitoring-and-service/pinnacle-security-in-orem-ut-XXXXXXXX#sthash.lJhGbJe2.dpuf Several of these were not followed. This I also found: In February 2013, Pinnacle Security informed BBB they will no longer be selling security services or obtaining new customers. They will continue to service and monitor any existing customers. BBB file opened: 05/07/2003 Business started: 07/01/2001 Business started locally: 01/01/2000 Type of Entity Limited Liability Company Business Management Principal: Mr. ***** ****** (General Manager)Pinnacle Security and Devcon Security (which is located in Florida) are owned by Golden Gate Capital. Separate BBB Reliability Reports are available for Devcon Security at www.bbb.org. In February 2013, Protection 1 purchased select assets from Pinnacle Security including IT infrastructure and software. Protection 1 will also be leasing the current Pinnacle facility in Orem, Utah. In addition, ***** ******** and ***** ****** former founders of Pinnacle Security will be joining the Protection 1 management team and leading a new residential division at Protection 1. A separate report is available for Protection 1: Contact Information Mr. ******* ****** (Dispute Resolutions) With this information I will proceed with what I have stated before. I will go to Gephardt, I will announce it on my blogs and neighborhood Facebook pages. Consumers have the right to know that Protection 1 is still Pinnacle Security. I will also call the Attorney General to find out if there are lawsuits in Utah being handled right now. Your company is corrupt and should not be allowed to even finish monitoring your customers. Business' Final Response /* (4000, 22, 2013/09/05) */ September 5, 2013 BBB Case #: XXXXXXXX ***** ***** *** W ********* Dr Meridian, ID 83646 RE: Alarm Account #: XXXXXXXXX Mr. *****, We have received the rebuttal to the response to the complaint that you have filed with the Better Business Bureau (BBB). While Pinnacle can obviously not stop you from going to the Attorney general, the Get Gephardt program, or other places, anyplace official which attempts to help consumers will be asking for the exact items which we have been asking- verification of the promises made, notations in the contract, and attempts by the company to resolve the issue. In previous responses, we have asked for verification of the claims made in your original BBB complaint, and have received none. We have provided our copies of the contract which you have signed and no verification of the claims made in the complaint are listed therein. We have made a middle ground attempt to resolve the issue by offering a technician at no charge and half price of the item which you are requesting of which there is no verification, and this offer has been declined. At this time, Pinnacle finds no reasonable solution to this issue since no attempt to resolve this issue is being made on the *****'s side. By going to the BBB, a consumer agrees to binding mediation through the BBB if no middle ground solution can be found. At this time, Pinnacle finds that this is the best way to resolve this issue. Pinnacle will gladly accept mediation through the BBB to resolve this issue with the ******* To accept mediation through the BBB, please respond through the BBB. Sincerely, Pinnacle Security XXX-XXX-XXXX

9/5/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: i called to cancel my service a year ago and they are still charging my account! alarm service was not cancelled

Desired Settlement: my fees they are charging for $54.11 that i told the comapany to cancel

Business Response: Business' Initial Response /* (1000, 5, 2013/08/20) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX August 20, 2013 BBB Case #: XXXXXXXX ****** **** **** ********** Dr Lancaster, TX 75134 RE: Alarm Account #: XXXXXXX Ms. ****, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. While reviewing your account to respond to this complaint, we do see that you called in 2011 to cancel the monitoring since you had moved, and then called back in May 2012 to get a copy of your contract sent to your new address so that you would know how long the contract was in effect. At no time, however, has Pinnacle ever received a written notice of cancellation for your account. As a contract was sent to you, you were able to read the section of the contract which discusses the cancellation of the contract at the end of the initial term. In section 2.3, it specifically states "This agreement shall automatically renew for successive one (1) month renewal terms...unless cancelled by either party in writing no less than 30 days prior to the end of the then-current term." Since no written cancellation was ever received, Pinnacle did continue the billing. In order to resolve this issue in an amicable manner, Pinnacle will consider this BBB complaint the written cancellation notice and the account will be fully cancelled within 5 business days of the date of this letter. At that time, no further monies will be owed to Pinnacle and the contract will be considered at its end. Sincerely, Pinnacle Security XXX-XXX-XXXX

8/23/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Cancelled my service July 5/11. The service was supposed to be cancelled effective April 2012. They are still billing me for the cancelled service. I cancelled my service with Pinnacle on July 5th, 2011. My contract was not up until April of 2012, so I agreed to continue until that time. 3 weeks ago I realized that they were still auto debiting my account at which time I called to find out why. They said that they had made a mistake and that they were going to stop payment to debit the money back into my account $661.36 within 2 weeks. I did not receive the money as promised. I called back 2 weeks later and the guy I spoke with said that there was a computer error and that the money would be in my account with 1 week. 8 days later it is still not there and another payment has been taken out of my account. I called today and spoke with ****** and he said that it is no longer Pinnacle and that I would have to deal with ADT. I have called ADT and am still waiting to hear a final response from them. ***** the guy from ADT was going to call ****** to get the information from my file as the information has not yet been transferred.

Desired Settlement: I want the money that they have taken from my account. I would also like them to stop auto debiting my account for a service that I cancelled with ample notice.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/26) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 26, 2013 BBB Case #: XXXXXXXX **** ***** ** ******** Way Grand Prairie, AB T8W 2V5 RE: Alarm Account #: XXXXXXX Ms. *****, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. At this time, your account has been fully purchased by ADT. As part of the transfer of contract from Pinnacle to ADT, ADT has requested that we do nothing further with those accounts purchased by them and has asked that all issues be handled through ADT at this time. Please contact ADT at XXX-XXX-XXXX and they will be able to assist you with this issue. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (3000, 7, 2013/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted ADT and they are refusing to do anything about this. I did not sign a contract with ADT nor was the money taken out of my account by ADT. I should not have to contact numberous people to try and resolve your mistake. Business' Final Response /* (4000, 9, 2013/08/07) */ August 7, 2013 BBB Case #: XXXXXXXX **** ***** ** ******** Way Grand Prairie, AB T8W 2V5 RE: Alarm Account #: XXXXXXX Ms. *****, We have received the rebuttal to the response of the complaint that you have filed with the Better Business Bureau (BBB). As explained previously, the account was assigned to ADT. In the business purchase of accounts assigned to ADT by Pinnacle, ADT agreed to purchase the accounts ''as is'' and accepted the responsibility to resolve any issues with the accounts after the assignment. Pinnacle is not attempting to ''push off'' any issues onto them, this was part of the deal which ADT agreed to do. In fact, ADT specifically asked that Pinnacle NOT do anything with the assigned accounts after the finalization of the process. Pinnacle does apologize for any issues which have occurred and will be speaking with a representative of ADT about your account specifically, however, all resolution will be coming from the ADT side and not from the Pinnacle side. Please allow 5 business days from the above date for us to make contact with ADT regarding this issue and then you should be able to speak with ADT again for resolution of the complaint. Sincerely, Pinnacle Security XXX-XXX-XXXX

8/22/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: high pressure sale,sold to renters,was advised as soon as approached that we were renters,took contract with all terms,after signed.left form B4. as soon as approached we advised them that we were renters.Continued with high pressure sales tatics,rep name ****** ************* we would be promotional home,so they could put sign in neiboorhood,for advertisement.Date of install 5-01-2011,account #XXXXXXXX,payment is $49.99,terms did not match verbal agreement,found out that when I called last week,second week of July 2013.Took contract with cancel info and all terms, directly after signed, without leaving a copy for us, only left form B4 that just has name, address,signiture,and install rep #XXXXX name ****** *************** #LXXXXXXXX,Payment is auto deduct from checking account.Was told system would be free,if we allowed them to put sign in yard,was extremely pressured to get system,even though we rent, and they did not get permission from owner.Alarm id#XXXXXXXXX, was lied to on terms of contract ,told it was 2yrs,and found out when called last week that it was for 42months.sales rep #XXXXX, system has gone off for reason of low battery,flat ironing hair,and other things that were not in need of assistance, aproxmalty four times fire dept was sent to my house without us needing help,scared that if we need help they are going to think we are yelling wolf and not come,also they will start charging us for having sent truck to a non emergency situation.realy disappointed with the company and will never recommend them for any service that they provide as it is a shadey was of doing business, forcing people to get their product and service even though they know they were not even suppose to sell to renters.very disappointed with this whole matter,until last week I was not aware of the terms and policys of the company, and even know I just skimmed their web page.Have called # provided on material left to speak with someone more that four times never getting anyone at Pinnacl, always getting company that they sold my account to Monitronics,they are not able to connect me with Pinnacle rep for help, and have advised that we are bound to contract til November of 2014.I am getting quite frustrated with this matter and I feel I have been deceived and tricked by sales rep, who was following the business practuaces that the company gave them. I am mainly upset that pressured us as renters, to get a system, after we made it perfectly clear that we donot own this house that the system was installed in and sold to us anyway against company policy that I am sure all the employee were aware of including person they called at company to get credit approval,sales rep, and their supervisor, and the tec that installed that system. You think with all those people to make sure sale was ok one of them would have caught something so basic as violating company policy.Thank You ***** ******* spouse of ******* ****** Please Look Into the matter as soon as you can, so that we can resolve this matter as it is disturbing me to the point of that is all I can think about. Help,Help ,Help sincerely ***** ******* disappointed consumer, We hope to get our own Home within this Year and will be needing a security system of our own since it will be our house but with this experance it will not be Pinnacl unless they stop consumers from being informed of all the details of their contract and stop pressuring consumers to the point of after they say no the rep will not leave and still continue to pressure resident staying as long as over 1 hour plus talking and refusing to leave until they get a yes. reps are in our neiborhood again not from Pinnacle but wanting to upgrade our system have told them no several time but tried to get me to change my mind refusing after being told no several times and still talking long after as long as two hours still tryng to change our mind just like sales reps from Pinnacle when they were here 2yrs ago, and would not leave when told no.Kept on talking until they got an answer of yes, sending different reps until they forced us to say yes, or they would not stop coming.

Desired Settlement: I will not be comfortable until they give a full refund of all money that has been paid to them by us , as they have a policy of not selling to renters and sales rep and everyone else chose to not follow the Company Policy . It is very hard to believe that all the people that the sale is sent through that no one caught that simple issue Making the sale invalid. Pinnacle needs better checks to make sure all sales are complying with the company policy. I know this had to go through several people to complete sale such as first Sales Rep, Sales Reps Boss, Possibly Their Boss as well, Person who does credit check and Approves Sale, Tec that installs Equipment, as Well AS The Regional Manager And Any one else that Was Associated With This Sale. Your Sales Reps Push The Sale Of These Systems It is like They Are Not Allowed To Keep Their Jobs If The Sale Is Not Made. It IS Very HARD TO EVEN SHUT THE DOOR AFTER TELLING THEM NO BECAUSE THEY STLL ARE TALKING AND NEVER SHUT UP , AFTER YOU SAY NO TO ONE REP THEY JUST KEEP SENDING ANOTHER UNTIL THEY FORCE IT DOWN YOUR THROUT. I HAVE NEVER HAD A COMPANY KEEP TALKING AFTER YOU SAY NO SEVERAL TIMES, THEY JUST KEEP TALKING. I FEEL KINDA SORRY FOR THESE PEOPLE AS I BELIEVE THAT THEIR JOBS DEPEND ON HIGH SALES NUMBERS, YOUR COMPANY WOULD DO BETTER TO ALLOW THE CUSTOMERS TO BE GIVEN INFORMATION VERBALY AND WRITTEN AS TO BE ABLE TO MAKE A INFORMED DECISION , INSTEAD OF NOT LEAVING TIL YOU ARE FORCED TO SAY YES JUST TO GET THEM TO LEAVE YOUR RESIDENCE.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/05) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX August 5, 2013 BBB Case #: XXXXXXXX ******* ***** **** ******** Ave Chesapeake, VA 23325 RE: Alarm Account #: XXXXXXX Mr. ****** We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. When a new customer signs with Pinnacle Security, a recorded phone call is done to ensure that the customer understands the terms and conditions of the contract which is being signed. This recorded call was done between Mr. ******* usher and a member of our account creation staff at corporate headquarters. On this recorded call, in order to stop any issues like this from occurring, our account creation representative specifically asks if the customer is the homeowner and if his name is on the title of the home. Mr. ***** responded, "Yes." While it is against Pinnacle policy to install systems in the homes of renters, by responding verbally and verifying with our corporate headquarters that he was the homeowner, Mr. ***** made that decision to falsify that information to our corporate offices and must accept the responsibility for doing so. Later in the call, the Pinnacle representative asks Mr. ***** if he is aware that he is signing a new 42-month agreement with Pinnacle Security. Again, Mr. ***** answered, "Yes." Even later in the call, Mr. ***** is asked if he agrees to the monthly payment of $49.99 a month. Yet again, Mr. ***** responded, "Yes." As the contract was signed in May of 2011 and Pinnacle took payments out until October of 2012, with no complaints from the ****** regarding the amount of payments, Pinnacle feels that Mr. ***** clearly understood the amount which would be taken out per month. The ****** account was sold to Monitronics in October of 2012. At that time, Pinnacle stopped receiving payments from the ****** and all payments made since then have gone to Monitronics. While there was a time at the beginning of the contract where Pinnacle had wrong billing information for the ******* after that issue was resolved, no further contact regarding payments was made between the ****** and Pinnacle. Pinnacle will be sending a copy of the ****** contracts to them through the mail and **** include a copy to the BBB. The copy of the contract is left with the customer in an initial Welcome Packet and the information schedule is left separately with the customer so that the technician, who installs the system later, may have it to sign as well. Pinnacle cannot speak as to what happened to the main contract after it was left with the ****** in the Welcome Packet. Also, Pinnacle received no word from the ****** that there was any issue with the system. Based on the recorded call, the signed contract, and the above information, Pinnacle feels that Mr. ***** understood the terms and conditions of the contract, the payment amount, and agreed that he was the homeowner, and, since no issue was brought up to Pinnacle that the system was malfunctioning and, therefore, services have been provided since installation, therefore, Pinnacle finds no legal reason to release the ****** from their contract nor to refund the monies as requested in the complaint. Sincerely, Pinnacle Security XXX-XXX-XXXX

8/22/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Pinnacle Rep. convinced us we were not under contract with our alarm company. Wanted us to sign up with thier company. A Pinnacle Rep, came to our home and told us that our contract was up for renewal. We asked him how would he know that. He told us they can look up alarm customer that are filed through the local police and emergency records. We told him we did not think our contact was up for renewal. The Pinnacle Rep. had called our current alarm company and verified by ****** ****** we were on a month to month service. Believing we were NOT under contract.The Pinnacle rep. told us all about thier service: better tech, less money per month and so forth. Believing that we were NOT under any contract with our current alarm company we agreed to sign up with them. After letting our existing alarm company know we were going to go with another alarm company, they informed us we were STILL under contract with them.. I was Shocked !!!. We called Pinnacle and told them. Pinnacle was going to check into it. AFTER four or five month paying TWO Alarm Company and with out any solution. I told Pinnacle, we will not pay anymore monthly payments. We would NEVER sign up with Pinnacle if we were still under contract with another company. Why would someone pay for two alarm company at the same address. WE have spoken with Pinnacle many, many times getting no where. Finally, they told me to send them the contract showing we were under contract with another company. WE DID. Few month more went on and they started calling us for collections. After calling Pinnacle back again Just the other day June 28, 2013 they said we did NOT received your current contract with the other alarm company. I told them I would send it Certified Mail this time. Pinnacle said it does not matter. They are not going to release the contract and we owe the $ 1423.43..

Desired Settlement: Release, Void, Terminate Contract........ We paid months of payment and NEVERED use or armed thier equipment

Business Response: Business' Initial Response /* (1000, 5, 2013/07/08) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 8, 2013 BBB Case #: XXXXXXXX ****** ******** XXXX XXth *** North St Petersburg, FL 33714 RE: Alarm Account #: XXXXXXX ****** ********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. When a new customer signs with Pinnacle Security, several forms are signed and recorded phone calls are done with the new customers to ensure that they understand certain terms and conditions which are included as part of the agreement. Also, if a new customer of Pinnacle's has a previous alarm system contract, yet another form is signed and more questions are asked on the recorded call to ensure that the customer understands what might occur as part of the signing of the contract. These extra questions specifically ensure that the customer understands that Pinnacle's contract is not taking over their current contract and, that until cancelled, they may receive two bills, one from their previous company along with Pinnacle's monthly bill, and that there may be a cancellation fee with their previous company and that they understand that they are responsible to pay such fee. Also, as with any door-to-door contract, as specified by the Federal Trade Commission, at the bottom of the Pinnacle contract is a Notice of Cancellation where the new customer may sign and send it into Pinnacle within 3 business days after the installation of the Pinnacle system, and the new customer may cancel the contract with Pinnacle for any reason whatsoever and with absolutely no penalty. However, after those 3 days, the contract is a legally binding contract. Pinnacle will be sending a copy of the extra form which the new customers must initial and sign if they have a previous system through the BBB and through the mail to address above. The original agreement was signed on December 10, 2011. Pinnacle did not receive any Notice of Cancellation within the 3 business days following the installation. Pinnacle received a phone call from ******* on February 8, 2012 regarding a low battery signal and about his local permit. At this time, no mention was made of any issues regarding their previous company or any cancellation fees. At the time described by Mr. ********, Pinnacle was doing what is called an "electronic bounce" which discovers if the customer is in the initial term of their contract. By Pinnacle's sales representative stating that Mr. ******** was out of his initial term of contract, this does not take into account any automatic renewals or any contract extensions which may be completed by either the company or the customer. The issue brought up in the BBB complaint was not brought to Pinnacle's attention until June 25, 2012- 6 ½ months AFTER the original contract was signed with Pinnacle. Based on the timeline of events notated in the BBB complaint and the lack of notification to Pinnacle, it seems that Mr. ******** did not contact his previous company until many months after the signing of his contract with Pinnacle and did not take any due diligence to discover any cancellations processes or fees with his previous company. As Pinnacle did our due diligence in checking with Mr. ********'s company to discover if he was under initial term of his contract and notified Mr. ******** that he must cancel with his previous company and that a cancellation fee may be accrued and Mr. ******** obviously not attempting to either cancel with his previous company in a timely manner nor by attempting to cancel with Pinnacle within the initial 3 days where the contract could have been negated with no penalty and now, by stopping payment to Pinnacle and refusing to pay, whether they have armed the system or not, Pinnacle finds no legal reason to release Mr. ******** from his contract as requested in the complaint Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (2000, 21, 2013/08/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business' Final Response /* (4000, 19, 2013/08/19) */ August 19, 2013 BBB Case #: XXXXXXXX ****** ******** XXXX XXth *** St Petersburg, FL XXXXX RE: Alarm Account #: XXXXXXX ****** ********, While we find it interesting that the claim form has never been mentioned in the almost one year history of calling into our offices to cancel and also that it was never received in the original time frame given which ended over 13 months ago, based on the information you provided, we will be releasing you from your contract. This will take about 10 business days to complete. Sincerely, Pinnacle Security XXX-XXX-XXXX

8/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company wrongfully sold me this alarm system after three months I had a problem with the service wrote a letter to cancel and they never did. Account number# XXXXXXX My Complaint with Pinnacle security they have con me and didn't fulfill the service they claim to provide. The alarm trigged off several times and no one called me and if i called them no one answered or knew to ask me my password something just didnt seem correct with them at all. Plus they used previous equipment that was in the apartment already everything was not new. I don't owe them a dime I wrote a letter of cancelation as they instructed three months after and next thing I know they are billing me for a extreming large amount of money for no service. This took place in July 2009 I contacted them in Oct 2009 to cancel. I want them to stop threatening me with differnet Law Firms writing me letters and pulling on my credit reports. Sometime in May 2012 I contact the BBB and put in a complaint about the first letter I received from a lawyer now they have a new one contacting me. I want them to STOP!!. When I searched the company on your website they are rated D & F everyone has bad remarks about Pinnacle Sercurity and I want them to STOP contacting me with differnet lawyers. The firm is STENGER & STENGER 2618 EAST PARIS AVE SE GRAND RAPIDS, MICHIGAN 49546 This company sent me a letter dated June 14 and I received it June 24th 10 days passed informing me I have 30days to respond so I called the day of receiving it and didnt want to be recorded so they told me someone will get back to me and it's now July 3rd and no one called me back yet. Please look into this mattter. Thank You please call anytime XXX-XXX-XXXX

Desired Settlement: TO LEAVE ME ALONE!!!!!!!!!!!!!

Business Response: Business' Initial Response /* (1000, 5, 2013/07/09) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 9, 2013 BBB Case #: XXXXXXXX ***** **** ** **** Place Newark, NJ 07103 RE: Alarm Account #: XXXXXXX Ms. ****, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. In reviewing the account notes from 2009, we see that the system was installed on July 20, 2009. 3days later, we received a call requesting that the monthly price be lowered and we explained that this could not be done. She felt that she was being charged more than the $45.99 that was promised and it was explained that she was only being charged $45.99, however taxes were being charged in her state. Ms. **** also stated that she was promised 2 free months by the sales representative. While we did see that the promise of 2 free months had been made by the sales representative and that those were in process of being placed on the account, but that the initial payment came out before those free months could be processed. To resolve the issue, Ms. **** was credited with an extra month of service so that no further monthly payments would be taken until November 2009. This was agreed to by Ms. ****. The next time that Pinnacle heard from Ms. **** was on October 26, 2009. She stated that she had system issues and that her window was reporting open when it was actually closed. No mention was made of any alarms going off and no response to those alarms at this time, just the issue with the window reporting as open. When Pinnacle offered to send a technician to fix the system, Ms. **** stated that there was no need as she was going to be moving and needed to cancel. Our agent explained that there were move options available to her where we could move the system to her new address, but we were told that the home where she was moving already had a system. We explained that the new owners in the residence where the system had been installed could take over the Pinnacle contract for her, but she said that she was unaware if anyone else would be moving in. As the takeover option and the move option were declined, it was explained that the balance of contract would be owed and that once we received a Notice of Cancellation, we would cancel the account and send a bill for the balance of the contract. A Pinnacle agent called Ms. **** again on November 7th once we received the Notice of Cancellation. Again, the move and takeover options were declined, the Balance of Contract was explained again, and the cancellation process began. The cancellation was completed on November 16, 2009. The monitoring was cancelled with the monitoring company and the balance of contract bill was sent to Ms. ****. Although the account and monitoring was cancelled in November of 2009, this did not negate the contract which Ms. **** signed. Pinnacle left many messages and attempted to contact Ms. **** for the next 2 months to set up payment arrangements. No further contact with Ms. **** was received by Pinnacle and, in January 2010, Ms. ****'s account was sent to an outside collection agency. As Pinnacle attempted to help Ms. **** by offering to fix the system once we were notified of issues with the system, offered move and takeover options which were declined by Ms. **** when we were notified of the move after declining service to the system, notified Ms. **** of the Balance of Contract twice if she cancelled and she stated that she still wanted to cancel, and since Ms. **** did sign the legally binding contract with Pinnacle Security, Pinnacle finds no legal reason to release Ms. **** from the balance owing to Pinnacle and will not be pulling her account from the outside collections agency as requested in the BBB complaint. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (3000, 7, 2013/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received the letter from Better Business Bureau and a response from Pinnacle. I do believe that there was some discrepancy about the alarm agreement however I am willing to agree to pay the Pinnacle Company 40% of the original agreement to the contract not this phenomenal amount that they are asking for today. If they agree I would be willing to handle this matter ASAP. Thank you T.**** Business' Final Response /* (4000, 9, 2013/08/05) */ August 5, 2013 BBB Case #: XXXXXXXX ***** **** ** **** Place Newark, NJ XXXXX RE: Alarm Account #: XXXXXXX Ms. ****, We have received the rebuttal to the response to the complaint that you have filed with the Better Business Bureau (BBB). In our last response, Pinnacle explained the history which was located in your account. As the move options and takeover options were declined, as well, as the option of sending a technician to fix the system when we were notified, Pinnacle feels that we attempted to resolve the issues almost 4 years ago. By declining the options available to her, this does not negate the contract . As Ms. **** was told about the Balance of Contract which would be owed at that time, and no payment was made and no further contact with Pinnacle was made, Pinnacle also feels that the gesture of paying 40% of the BOC is too little, too late. Pinnacle feels that the full amount of the contract which is owing, along with the collection agency fees, are valid and should be the amount Ms. **** should make to clear this matter. Ms. **** **** need to resolve this issue through the outside collection agency and Pinnacle will consider this matter through the BBB as closed. Sincerely, Pinnacle Security XXX-XXX-XXXX

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July 2012,we cancelled our service, for 6 months they took payments, from Aug-Feb 2013, we are still waiting for our refund promised in march 2013 In july 2012, my husband faxed a letter cancelling our service with this company. For 6 months following that from Aug-Feb 2013, they continued to take payments from our account, one payment was returned in February and I had to pay the 42.50 to the bank. This is unsatisfactory!! I have spoken with them on several occasions since march 2013, and was promised a refund, I have not received anything to date.

Desired Settlement: I am seeking a refund from this company as soon as possible. This is not good customer relations.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/25) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 25, 2013 BBB Case #: XXXXXXXX ****** ********** XXXX XX Ave St Paul, AB T0A 3A1 RE: Alarm Account #: XXXXXXX Ms. **********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. In reviewing this issue, we see that you called on the same date that this complaint was filed, July 11th, regarding this exact issue. We wish you would have given us the opportunity to resolve this case before filing the complaint through the BBB. At that time, the agent to whom you spoke, emailed her supervisor and, in his review of your account, he verified that the refund which was requested several months ago did not go through for some reason. So, at that time, he requested a review of the refund by our accounting department. Due to that review, the refund was set up to be refunded again. This process does take about 10-14 days to go through the approval process and the final approval was completed today- the day this letter is being written, July 25th, 2013. At this point, it does take 2-3 business days to be processed through our system and then, up to 10 business days to be processed by your personal bank, depending on the rules established there. Therefore, this refund should easily be showing in your account by August 16th- probably much before. Sincerely, Pinnacle Security XXX-XXX-XXXX

8/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Pinnacle Security maintains I owe them a balance of $326.05 for the last 5 months of service, although my contract was sold. I opened an account with Pinnacle Security through a Sales Rep who came to my residence in Oct 2009. I agreed to a 3 yr alarm contract. Since that time my account has been sold twice to two different alarm companies, which I only learned thru my phone inquiries to Pinnacle Security. On separate occasions, I called their place of business and was told they could not access my account b/c they no longer owned it and they then provided me with the new owner's phone number. I spoke with a new company Representative at First Security about having a new sign sent to my home, which they obliged. Also, my payments were being auto-drafted from my account in the amount of $49.99, so I contacted the Security company on another occasion to inform them of a new bank account to take the payments from and I provided the new account info and routing number. My bank statements show where I have been auto paying Safe Security for the past 6 months and have paid them thru my contract end date of February 2013. In October 2012, I contacted the Security Office to again, inquire about my contract end date and the Representative informed me that my contract would end in February and I just needed to call in to have it cancelled. I followed this procedure and the auto-payments ended March 1. Towards the end of June, I began receiving phone calls from Pinnacle Security regarding an "existing alarm contract". I informed them that I had cancelled my services with Safe Security and they stated that Safe Security no longer owned my account, Pinnacle did. They were now requesting a back payment amount starting from March 2013 as well as a written notice of cancellation. I provided a written notice of cancellation on July 9, 2013 (cancellation # XXXXXXXXXX for account XXXXXXX) to a Supervisor named ******* at the Corporate offices in Utah. I explained how I had assumed that my contract had been cancelled due to my actions taken, which I explained above. He then became evasive when I discussed the alleged remaining balance which should be waived due to the indescrepancies of the company selling the contract and not providing written notice to me, the customer, of what was taking place. After confirming that the conversation was being recorded, he hung up on me. I called back and asked to be put through to him again. Upon speaking with him, I explained that I was not trying to be argumentative, only treated in a fair and ethical fashion. I asked if there was anyone else I could speak to about the matter, since he was not in a place to waive any additional fees which had incurred due to their policies and practices. I then went on to ask, if they required written notice of services being cancelled, why as a company, did they not provide written notice of the comapny selling a customer's contract. I then asked ******* to email me a copy of a letter stating whom had taken over my existing contract in the past and when. I also asked him to provide a copy of my original contract. He agreed to do so and promised it would be emailed to me at ***********@hotmail.com. To date, this information has not been sent, and I am still receiving calls from Pinnacle's collection offices.

Desired Settlement: I am requesting that all fees incurred after the contract end date be waived.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/07) */ Contact Name and Title: Pinnacle WSecurity Contact Phone: XXX-XXX-XXXX August 7, 2013 BBB Case #: XXXXXXXX ****** ************** **** ****** Dr North Little Rock, AR 72117 RE: Alarm Account #: XXXXXXX Ms. **************, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. At this time, your account has been cancelled and all fees which were showing due after the end of your contract have been waived. Nothing further is owing to Pinnacle Security or Safe Security. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (2000, 7, 2013/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution as this was my original request and seemed only fair considering the circumstances. Thank you. ******

8/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company has failed to honor multiple requests to cancel account and now has sold what was supposed to be a closed account (1) Pinnacle has consistently engaged in upselling throughout our account's life (2) Pinnacle has extended a contract through an arbitrary date for an account which was month-to-month - that is the story from 1 account rep while another claims this is not the case (3) We have been trying to cancel this account since March which is when our house was turned over to property management for leasing (4) We have made multiple written (mail) requests, numerous phone requests and an email request to cancel the account (5) We have been told the account was cancelled when it was not (6) we have received multiple calls of alarms for our old house (which we no longer occupy) since we "cancelled" our alarm account (7) The 1st week of June we called again after having received such a call to find that, "for some reason", the cancel request was not honored although the request was on file (8) We were assured at that time that the account would be cancelled immediately (9) Just since evening my parents, who were named as a back-up on the account, were called to report yet another alarm - on a system which was supposedly cancelled (10) A call to a representative netted a response of that he could see the request but that for some reason the request had not been honored (11) The rep stated that the account had been sold to ADT "last week" and was locked so he could no longer see it (12) We asked to speak to a supervisor and he stated then that they could not help us since the account had been sold to ADT "last night" (13) We asked which it was and reiterated our request to speak to a supervisor multiple times and he instead hung up on us (14) The instance of hanging up when faced w/ a the same question has happened on multiple calls since we initially tried to cancel our account in March (15) The customer service line now does not pick up and puts you in an endless "hold pattern" when the initial call this evening was picked up almost immediately RESOLUTION DESIRED: cancel the account effective w/ the original request made in March 2013 and refund fees charged since that time

Desired Settlement: Cancel the account effective w/ the original request made in March 2013 and refund fees charged since that time

Business Response: Business' Initial Response /* (1000, 5, 2013/06/26) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX June 26, 2013 BBB Case #: XXXXXXXX ******* ******* **** ***** ******* Cir Columbus, OH 43232 RE: Alarm Account #: XXXXXXX Ms. *******, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. At the time that Pinnacle received your Notice of Cancellation, your account was in the process of being purchased by ADT. It did take some time for this purchase to be completed and we do apologize for the misunderstandings which occurred during that time. At this time, the purchase of your account by ADT has been completed. Pinnacle has been asked to have nothing further to do with these accounts and that ADT needs to resolve all issues with accounts which have been purchased by them ADT sent out a packet with information about them and how to get hold of them on June 21st. You should have received that packet by the time you get this letter. If you have not, however, you may contact ADT's Account Services Team at X-XXX-XXX-XXXX and they will be happy to process your cancellation request. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (4200, 11, 2013/07/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have contacted ADT and provided evidence to them that our account w/ Pinnacle should have been cancelled before the account was sold to them. Per ADT any refunds to the account before they take over servicing of the account on July 23rd would have to be worked out with Pinnacle. Since Pinnacle seems to disclaim any responsibility for this and ADT claims they are not responsible for the account until after July 23rd, I believe we are at a stalemate. It is indeed sad that a company can operate like this - especially as concerns a long-standing customer whose bills were always timely paid. Given the breadth of the internet, I will make sure others are made aware of this so that they can make an informed decision. Clearly this is extremely poor customer service that has continued since March when our initial request was made (at which point no mention of the transfer to ADT had been made and no written notification of this change had ever been received by us). Social media is a wonderful medium of advising other consumers oh who their money should not be wasted with. Business' Final Response /* (-10, 15, 2013/07/26) */ The person writing the responses for Pinnacle Security through the BBB is not the contact person with ADT. Pinnacle's contact person with ADT is on vacation until Monday, July 29th. We will update you as soon as we have information.

7/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have submitted twice in writting between Oct 2012 and May 2013 to end service. My contract has been fulfilled and payments continue to be debited My contract was up in Oct 2012. I notified First Pinnacle in writting in Oct 2012 that service was no longer required as we no longer lived at that residence. Payment continued to be debited from my account. I noticed this in May of 2013. So once again i faxed a written request to stop any future payments. I also called and spoke to an individual who explained to me that they had never received my first request and because they hadnt received my request that automatically enrolled me for another year. I explained to him that I never signed another contract to continue taking payment and that their service was no longer required. In June 2013 I noticed another payment taken from my account from FPA CANADA MSP. I once again called and was told they could not cancel my contract as the request I had submitted in May 2013 did not have my hand written signature. It did have an electronic signature. My call was forwarded to a supervisor who reluctantly assured me no further payments would be taken from my account. Now today July 5, 2013 another payment was taken from my account under the name ADT CANADA MSP in the same amount of $47.24.

Desired Settlement: I am looking for reimbursement for the months of Nov 2012 to July 2013. That is 9 months in the amount of $47.24 for a total of $425.16. I have fulfilled the contract I signed for even though i have not lived at the residence since July of 2011. I do not want any further payment coming out of my account for FPA CANADA MSP, ADT CANADA MSP or any other name they may be working under.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/09) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 9, 2013 BBB Case #: XXXXXXXX ****** ****** Box **** Cold Lake, AB *** *** RE: Alarm Account #: XXXXXXX Ms. ******, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. Although the account was originally set up through Pinnacle Security, this account has now been sold to ADT 'As Is' and Pinnacle has nothing more to do with this account. Pinnacle cannot make any decisions regarding the cancellation of this account as requested in this complaint. Because Pinnacle did receive this BBB complaint, though, we have notified ADT and made them aware of this issue. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (2000, 11, 2013/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have chosen to accept this response. It is not the response I had hopes for but honestly with the customer service previously provide by pinnacle I am really not surprised. Never again will I ever deal with pinnacle and I would not recommend their services to anyone! Shame on you pinnacle. And for the record payments from pinnacle were taken from my account after may 2013. I have contacted ADT and what a surprise they actually have customer service who ensured not further payments will be taken from my account and even reimbursed the payment that was taken in error. The individual assisting me even commented how they had 600+ accounts from pinnacle that should have been cancelled prior to ADT taking over. Not sure how the folks from First Pinnacle sleep at night. Business' Final Response /* (4000, 9, 2013/07/25) */ July 25, 2013 BBB Case #: XXXXXXXX ****** ****** Box **** Cold Lake, AB *** *** RE: Alarm Account #: XXXXXXX Ms. ******, We have received the rebuttal to the response of the complaint that you have filed with the Better Business Bureau (BBB). There is no record of Pinnacle having received any Notice of Cancellation in October of 2012 as stated in your original complaint. The only Notice of Cancellation of which Pinnacle has record is the one which was faxed on May 14, 2013. Pinnacle received a phone call on July 23rd, and then had no further contact with Ms. ****** until May 10, 2013. Due to no NOC having been received before the beginning of sale to ADT, your account was assigned to them. As explained previously, ADT has requested that Pinnacle not touch these accounts at all and all cancellation and refund requests go through them. Therefore, Pinnacle can not process the request as requested in your recent rebuttal through the BBB. If you do have verification of the Notice of Cancellation sent to Pinnacle in October of 2012 as previously claimed, you may send it to ADT and they **** further review the issue. Sincerely, Pinnacle Security XXX-XXX-XXXX

7/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm 85 and was led to believe I signed a 1 year contract that I could renew. I have stopped automatic payments. I'm now being harassed daily by phone I'm filing this complaint on behalf and with her permission of my 85 year old mother. She was led to believe she was signing a 1 year contract that she could renew. At the time she was in a wheel chair and just gotten out of the hospital after almost dying and losing a leg due to infection. She is and was planning to move back to Seattle area and would not knowingly signed a 5 year contract. She says he told her it was for 1 year and after that she could renew it if she chose to. She was having payments automatically taken from her bank account and has issued a stop pay, at which time she discovered Monitronics had been taking the payments for the last few months. She had no notification that her payments were going to a different company. Monitronics has been harassing her daily by phone and have sent several letters that she needs to pay the full amount if she wants to cancel. She signed the contract on 6/13/2012.Her customer number is XXXXXXXXX.The representatives name was ***** ******** I live 1 block from her and my sister lives 2 blocks away. I feel the salesman took advantage of my elderly mother in her condition. I'm not sure even what services she has as its hard to make out on the contract. I think a medical alarm pendant and when you open the front door a voice says very faintly front door opening or something like that (which I know she can't even hear) and also a little sign on her gate. She is insists she was told the contract was for one year. I called Monitronics and asked them to stop calling her and that I was filing a complaint with the BBB. They had called this morning at 6 am. The address for Monitronics is PO Box 814530, Dallas TX 75381 She just wants them to stop harassing her and honor the fact that the salesman told her it was for 1 year.

Desired Settlement: She just wants them to stop harassing her and honor the fact that the salesman told her it was for 1 year.

Business Response: Initial Business Response /* (1000, 5, 2013/07/09) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 9, 2013 BBB Case #: XXXXXXXX ****** ******** **** W *** ****** Dr Post Falls, ID XXXXX RE: Alarm Account #: XXXXXXXXX Ms. ********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. Although the account was originally set up through Pinnacle Security, this account has now been sold to Monitronics 'As Is' and Pinnacle has nothing more to do with this account. Pinnacle cannot make any decisions regarding the cancellation of this account as requested in this complaint. Because Pinnacle did receive this BBB complaint, though, we have notified Monitronics and made them aware of this issue. Sincerely, Pinnacle Security XXX-XXX-XXXX

7/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Change of plans no notification, to service transferred to another company, Pinnacle security was my alarm service company I have had since 2009, I received a billing from ADT security 4 July 2013. I called ADT to find out why I got this bill to find out my account was bought from Pinncale, I called the Pinnacle number that is on my last credit card bill, that number referred to Monitronics who said they have nothing to do with my account. I went on line and found another number for Pinnacle and called to find out what is going on, my account was sold to ADT, I was told by Pinnacle that ADT hades my notice of this action the Friday before. I had stopped service with ADT in 2009 for poor service and picked up Pinnacle. So all this I guess I am now an ADT customer without my notice or approval, so while I was talking to ADT I said I wish to cancel my service and was told I would have to wait till the 9 th of July. I had one prior incident that is similar about a year ago, again I had a billing question and was connected to Devco security, Pinnacle had said that some accounts had been sold but it was a mistake. I am not sure what is going on with these companies but I don't think things are right, shouldn't I have a say concerning who is providing my services prior to being passed along?

Desired Settlement: Proper explanation of changes made, what options where given, what the dates of changes are, explanation of why I was not notified of these changes, how many other where effected and where they given any notifications

Business Response: Initial Business Response /* (1000, 5, 2013/07/09) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 9, 2013 BBB Case #: XXXXXXXX ***** ******** *** ****** Dr ******** ** XXXXX RE: Alarm Account #: XXXXXXX Mr. ********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. The process of assigning a contract from one company to another is a common practice in long-term contract holding. Many businesses do this in many different types of business such as car loans, mortgages, credit card companies, and others. This is usually explained in the initial contract with the company. For Pinnacle, it is located in Section 17of the contract, listed under 'Assignment'. It reads, in part: "Dealer shall have the right to assign this agreement, in whole or in part, without notice, to any other person or entity who may further assign this agreement, in whole or in part,, without notice to customer. Dealer shall also have the right to subcontract any installation and/or services including, but not limited to, monitoring services. Customer acknowledges that this agreement...with the same force and effect as they bind customer to dealer. " This assignment process was started in January of 2013 and is now fully completed. Per the contract, no notice or options needed to be given, and Pinnacle feels that the company to whom your account has been assigned will be able to fully handle all of your alarm company needs. Sincerely, Pinnacle Security XXX-XXX-XXXX

7/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: our security sysem never worked properly and was charged for the months that it was not working Our security system never reall worked properly it was calling police for no reason and not working when it should have. we called to have it fixed and apparantly they tryed to get a hold of us but never did so it remained broken for the past 8 months they never called finally they call me looking for payment for 600.00 owed on the account, i had no idea the system had not been fixed i work out west and it only my wife home and she said no one ever called to have it fixed so i didnt think they would charge me monthly for a service that was not being provided, but i guess thats the way they do buissness, they said if i didnt pay for the services they did not provide they would send it to collections so i was forced to pay the 600 up front and if that was not bad enough they are making me pay out the remainder of the contract monthly with no service!!!!!!!!!!!!! because they canceld the service for non payment! I really dont care if nothing happens to my account because of this ill just pay my bill and calk it up to a hard leared lesson about this company... i just want to warn people about what kind of a company these people repersent and that they dont care about there customers....once you sing on the dotted line they just dont care if they screw you over. and i mite add... they had no intrest in helping me out with the bill...even thoe i had no service for months they just did not care, they just said pay your bill or we will send you to collections! Thanks for your time!

Desired Settlement: I think the company should pay back the money they charged monthly for services i didnt get... $582.82

Business Response: Initial Business Response /* (1000, 5, 2013/07/09) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX July 9, 2013 BBB Case #: XXXXXXXX ******* ********* ** ****** Dr Antigonish, NS B2G 0B4 RE: Alarm Account #: XXXXXXX Mr. *********, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. The first time that we received any word of any system issues on your account was on September 16th, 2012. Your wife called and stated that the door sensor did not trip when the system was armed. The system was tested with our technical support department while she was on the line with them and the system worked just fine. We were told that she would speak to you and would call back if a technician was desired. No further contact was made with us until October 5, 2012, when she called back and stated that she wished to cancel due to system issues, even though we had not received any further word to schedule a technician. When explained that a cancellation could not happen without attempting to fix the system without paying the balance of the contract owed, the BBB was threatened at that time. On November 5th, we received a request for a technician. It was stated that the touchpad was unresponsive and not powering on and that changing batteries and resetting the system does not fix it. Pinnacle spoke to ****** on November 9th and set an appointment for November 14th between 4 and 8. Our technician arrived at 4:08pm on November 14th. He called and spoke to our scheduling department and stated that he had knocked and attempted to call and no response was received. Our scheduling department called ****'s number but received no response, called the home number and left a message, called ******'s work number which we had on file and were told that she no longer worked there, called ****'s number again and received no answer and called the home number and had no answer still. The technician waited for 25 minutes and there was still no one home and no response from the phone numbers, so he left. Our scheduling department again tried to contact the ********* family and left a message on November 19th. **** called back on November 21st. We attempted to call the technician that day, but he was on vacation and we did not hear back from him until November 26th when we were told that he could make it any afternoon. We then tried calling **** back that day and on November 30th, and December 6th and left messages. We did not hear back from **** so a post card was sent to the address to let them know to recontact us. No further response from the Dodsworths was ever received so the job was cancelled. The last payment that Pinnacle had received from the account was on October 18th, 2012. Since the account was past due, out past due department was also trying to reach the Dodsworths. Many calls were made and letters sent stating that we needed to hear back from them to set up payments or the account would be cancelled. These letters also made it clear that they were still being billed and that if there were issues that we could help them with that we needed to hear from them. This did not happen. The account was finally cancelled on May 7th and a letter showing the entire balance due was sent on June 15th. On June 18th, we finally received a call back from **** stating that he refused to pay since his system was not working. Finally, on July 2nd, the day before the BBB complaint was filed, **** paid $316.90, a portion of the past due amount, and set up another payment for $269.23 to be made on August 30th. The $600 up front, which Mr. ********* stated in the complaint that he has paid, has only been partially paid at this time. Pinnacle has made many attempts to get the system fixed, has made many calls and sent many letters to either get payment or set up another appointment or just attempt to get communication with the Dodsworths again, but received no word from them until the account was cancelled for non-payment. Pinnacle has done our due dilligence to resolve this problem, but received no further communication from the customers. There is only so much that a company can do without communication from the customer in order to fix an issue with a product that is in their home. Based on this, Pinnacle finds no legal reason to release the ********** from their account nor to refund any of the monies for past due amounts which have (and have not) been paid at this time. At this time, Mr. ********* can either finish paying off his past due amount, at which point we will set up a technican to come and ensure that the system is working and reinstate the account and the contract will continue to term, or Mr. ********* can pay off the Balance of Contract which was sent to him last month and we will consider this matter closed. Please respond through the BBB with the option which you would like to choose. Sincerely, Pinnacle Security XXX-XXX-XXXX

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to give us service as per contract. I have sent a letter to Pinnacle Security that due to their default on our contract that I am cancelling their service (letter sent in Oct 2012). I have received numerous harrassing phone calls at home and at work from them on a daily basis after this letter. When Pinnacle announced that Devcon was taking over the company (and Devcon sent us yard signs and stickers) our security alarm was not operating for months (we did not change our phone number). For example, when our alarm would go off (false alarm)before the partnership with Devon and Pinnacle we would always get a phone call from the security company right away but for months we did not. When we contacted Devcon they no longer were in business with Pinnacle (that was a short lived partnership with Pinnacle) . We contacted Pinnacle and they were going to send a tech out (from Phoenix) to my house. I took off of work that day and the tech called and said he could not make it. (I see that they no longer have an office in the Phoenix area!!! so that was a lie) I sent a letter to them that they defaulted on our contract as we have not had service. They keep insisting that we have a contract and keep harrassing and threating me. I will not pay for any services not provided by this company. I will contract the Attorney General's office regarding this company's business practices.

Desired Settlement: Pinnacle needs to honor my letter that we no longer have a contract together. That I do not owe them any money they keep adding up monthly payments and sending me bills. To stop the harassing phone calls and threats and billings. I have asked them to stop calling but they keep calling. Again, if the harassement continues the Attorney General's office in Arizona and Utah will be contacted. I'm sure their phone records and mine will indicate how many times they have called me on a daily basis.

Business Response: Initial Business Response /* (1000, 5, 2013/05/24) */ We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. However, in reviewing your alarm account notes; it appears the real issue began last October when we were notified of the change to your home phone line service. Upon changing your phone service it was decided that an upgrade would be necessary to accommodate the new service. You were informed that it would require a $5.00 increase to your monthly monitoring rate (MMR), as well as you signing a new 42 month term Agreement. You told us you would rather cancel the service entirely. We transferred the call to our retention department where they offered to send a technician for free and to provide you with a free month of service for the 3 weeks your alarm system was not fully functional. You agreed to this offer and we arranged for the technician appointment and applied the free credit to your alarm account. One month later (November 20th, 2012) you informed us that you just wanted to cancel. We explained the cancellation process and the fees you would be responsible for, which was the remainder of your contractual obligation. You told us that you were cancelling because we only tried to get a technician to your residence on one occasion. Our customer care agent tried to explain our technician schedule to you and arrange for another technician appointment, with additional down time credit offered, but you refused. You told us that you just wanted to cancel and that you had a good lawyer. We explained again about the terms of our Agreement; where it mentions the changing of phone lines specifically and the customers' responsibility should they choose to change their phone lines. See Form GEN-A4, sections# 6-7; (6) Standard Equipment Repair Service & (7) Testing; Use of Equipment: "STANDARD EQUIPMENT REPAIR SERVICE - During the term of this Agreement, for items not covered under Section 13 below, Dealer will provide repair service ("Repair Service") for the Equipment, during its business hours. Repair Service includes only repair or replacement of malfunctioning Equipment (excluding batteries) due to ordinary wear and tear or malfunction not due to external causes. Dealer and its Subcontractors shall not be obligated to furnish Repair Service nor be liable under this Agreement for repairs to, replacement of, or additions to Equipment made necessary by (i) improper use; (ii) theft; (iii) natural disasters, such as hurricane, lightning, flood, fire or earthquakes; (iv) strikes, riots, terrorism, sabotage, acts of war; (v) repairs, changes, modifications, maintenance, relocation or reinstallation of the Equipment by other than Dealer personnel or without Dealer supervision; (vi) unusual shock, electrical damage or a corrosive atmosphere harmful to the Equipment's electrical circuitry; (vii) non-Dealer or non-certified alarm system technician supplied equipment or service calls necessitated thereby; (viii) failure by Customer to maintain the site specifications recommended by Dealer; (ix) trouble in a telephone line, use of nonstandard telephone line or service (including, but not limited to, DSL, ADSL, VOIP, internet) or due to interruption of power; (x) causes other than ordinary, proper use of the Equipment by Customer; or (xi) causes outside of Dealer's and its Subcontractor's control. In the event an original part or component is no longer available, Dealer may substitute a similar product provided such a similar product is then available. The term "repair" as used in this Agreement is in no way to be construed as preventative maintenance, such as annual check-ups unless inspection service is purchased by Customer as evidenced by written agreement. A $25 trip charge **** be charged by Dealer for each Repair Service dispatch to the Monitored Location. 7. TESTING; USE OF EQUIPMENT - Customer will test the Equipment at least monthly for proper operation. IF CUSTOMER FAILS TO TEST THE EQUIPMENT AT LEAST MONTHLY, DEALER AND ITS SUBCONTRACTORS WILL NOT BE RESPONSIBLE FOR ANY WARRANTIES OR SERVICES PROVIDED UNDER THIS AGREEMENT. Customer promises to maintain the Equipment in proper working order at all times and not to tamper with, disturb, move (even in connection with remodeling), injure, remove, or otherwise interfere with the Equipment or allow the same to be done by any third party. Customer acknowledges that use of cable, broadband or internet based phone service may prevent the Equipment from transmitting signals and, therefore, Customer agrees to notify Dealer if Customer installs or intends to install cable, broadband or internet phone service and, IF CUSTOMER FAILS TO NOTIFY DEALER, DEALER AND ITS SUBCONTRACTORS WILL NOT BE RESPONSIBLE FOR ANY WARRANTIES OR SERVICES PROVIDED UNDER THIS AGREEMENT." Pinnacle tried on numerous occasions to schedule a technician for you and to work towards an amicable resolution. However, the last notes on your alarm account, from 3/19/2013, state that we informed you of the balance of contract that would be owed for cancelling early and you told us that you would refuse to pay it. We explained that if the balance went unpaid it would mean the alarm account would be sent to an outside collection agency for full debt recovery. You stated: "Do whatever you have to do." Pinnacle Security has not deviated from, nor defaulted on, any portion of the Agreement we made with you. Because we have not violated any part of the contract you signed, we can find no justification for a release from your legal responsibilities. We tried to arrange an appropriate time for a technician appointment, but met with difficulties. However, even though we originally could not send our technician as quickly as you wanted, that does not violate our Agreement; especially when we were willing to make accommodations for you. Therefore, Pinnacle will hold you to the contract you signed. If you have any further questions, please contact Pinnacle Security via the email address provided above. Our offices are open Monday thru Saturday, 7am - 7pm MST. Sincerely, Pinnacle Security Initial Consumer Rebuttal /* (3000, 7, 2013/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Sirs, I have not had alarm services since September 2012 when I complained about your service in October 2012. Your company asked me to let you send a tech out on October 25, 2012 between 9 a.m and 12 p.m. to check our alarm system. I took off a half a day from work to be at my residence for your tech to arrive. Your tech failed to show up for the scheduled appointment. Our phone service was never a problem even when we changed from one company to another. I never agreed to a $5.00 a month increase or a new 42 month term agreement. We kept paying our monthly bills through all of these problems. We were told by *********** (your rep) in late October that our card had already been billed for November 2012. *********** stated that your company would give a free month of service in December 2012. However, by November we still had no alarm service. This was 3 months without service. So, on November 15th at 11:35 a.m. I called to cancel because you had not fullfilled your service contract. I was then told I needed to send you a formal letter before I could cancel. I sent the letter on November 26, 2012. After sending this letter your company sent me a past due letter dated January 15, 2013. We never seemed to have problems with your service until your merge with Devcon and your company's tech did not show up as scheduled on October 25, 2012. On March 5, 2013 you sent us a letter of "Cancelation of Monitoring". How can you cancel our monitoring service when we haven't had service since September 2012? I called on March 12, 2013 at 4:55 p.m. and was told that I needed to speak with the Cancellation Department. I was put on hold for 20 minutes, then dropped. I tried to call back, and was sent straight to voice mail. I called the next day to billing and was told I needed to speak with ******** in the Cancellation Department. I was told he was in then told he was not in. Then I talked to Max who was supposed to be a supervisor. At 2 p.m. he told me I could not cancel because I wasn't allowing them to fullfill their services, and if I didn't allow them to send another tech out, they would bill me for the rest of the contract term. I told him that this has gone on since September 2012 and that we sent our letter of cancellation as per his company's request. He then threatened to send me to an outside collection company. We did not stop making our payments to this company through the end of November 2012 and we were told they were giving us credit for December 2012, even though we haven't had alarm service since September 2012. I also took a day off of work in October 2012 and their tech did not show up as scheduled. This was not our doing. This company does not seem to care about customer service but has no problem trying to take our money for services we have not received. We have been loyal customers since August 2010. We tried months ago to let you fix this problem. You failed on your part to give us good service, and yet you choose to harrass us multiple times on a daily basis at work and at home. This harrassement started after we cancelled your services. Again, we have not had your monitoring service since September 2012. The acceptable resolution to this complaint is that Pinnacle Security needs to honor our cancellation letter due to their lack of service and unprofessional business practices. Final Business Response /* (4000, 9, 2013/06/26) */ June 26, 2013 BBB Case #: XXXXXXXX **** **** PO Box 277 Chino Valley, AZ XXXXX RE: Alarm Account #: XXXXXXX Mr ****, We have received the rebuttal to the response of the complaint that you have filed with the Better Business Bureau (BBB). The system which was installed originally in August of 2010 was one that would work with your phone lines at that time. When the phone lines were switched, this made the system incompatible with your new phone system. Pinnacle is willing to do the upgrade for free but only by the signing of a new contract. If you do not wish to sign the new contract, then we ask that you pay for the upgrade, but this has also been declined. As these changes were not made by Pinnacle and they were instigated by you, the customer, the upgrade necessary to keep the system functioning along with the upgrade in monthly pricing should not be shouldered by Pinnacle. If you do not wish to do the upgrade necessary to keep your system functioning, this is a decision that you can make, however, it does not nullify the contract as Pinnacle is willing to get a functioning system to you, but you are declining the options which are available. Pinnacle does apologize for the issue with the technician not showing up when they were scheduled. However, to help with the problems associated with that, Pinnacle offered a free month of service to you. This free month was given and applied to the November 2012 payment. When Pinnacle received the Notice of cancellation, you were informed that we would cancel your contract but that you would owe for the balance of the contract. You refused to pay that and also refused technician services, even after they were offered for free. Free technician services have been offered 4 times since then, and have been declined each time. Once, a lawyer was even threatened. All payments since December 2012 have been declined. In your rebuttal you state that this is since your system is not functioning, however, this is due to refusal of the options available to you and not by Pinnacle's ''lack of service and unprofessional business practices'' as you claim in your latest rebuttal. By refusing service and not accepting our options which are available to you to get a working system after your phone lines were changed by you, this does not nullify the contract. At this time, your account has been purchased by ADT and it is no longer being held by Pinnacle. As part of this purchase, Pinnacle can no longer handle any portion of this account. A letter from ADT has been sent to you and, if you have not received it yet, you will receive it very soon. As such, any further questions regarding cancellation or getting your system working will need to be handled through ADT as Pinnacle has no power over your account anymore. However, again please note, that transferral of your contract to ADT (which is covered by the portion of your contract regarding 'ASSIGNMENT') nor refusal of services offered still will not automatically nullify your contract and you are still responsible for the balance therein. Sincerely, Pinnacle Security XXX-XXX-XXXX

7/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Can't Get Service. Need unit serviced

Desired Settlement: Repaired or replace or cancel contract

Business Response: Initial Business Response /* (1000, 5, 2013/06/26) */ We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. In reviewing this BBB complaint in order to respond, we see that you were contacted just today by our scheduling department. They ensured that you had received the motion detector and explained that you were in a subcontractor area at this time. The agent to whom you spoke also notated on your account that you wanted a sign and stickers as well. She went to our warehouse and packaged the sign and stickers herself and had them sent off to you today. Our scheduling department has contacted the subcontractor in your area and you should be hearing from them within a few days. If you have not heard from them by July 2nd, please contact us again through the BBB and we will further review this issue. Sincerely, Pinnacle Security 877-746-7233 Final Consumer Response /* (3000, 3, 2013/06/12) */ I need my motion system repaired or replaced. It has been 3 weeks and they said they can't find any one in my area. They still charge my account each month.

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I phoned Pinnacle Security 4/15/13. I told them to cancel the montioring of our home. I sent a letter with the cancel request on 4/16/13 stll active. I phoned Pinnacle Security 4/15/13. I told them to cancel the montioring of our home. On 4/16/13I mailed a letter confirming my cancellation , as requestd by Pinnacle Security LLC. On June 9th 2013, I noticed my checking account had been drafted twice by Pinnacle. I phoned Pinnacle and spoke with a CSR (***** was his name) whos said I was suppose to call Pinnacle after I mailed the letter to confirm my cancellation. The CSR then said Pinnacle was going through a system update and they could not cancel my policy for another two weeks. I then asked to speak with a Supervisor, (******* was his name) and he basically repeated the same thing the CSR stated. I got very angry and was told, I would have to call back in two weeks to request the account be closed and two weeks after that, I would recieve my credit for the 2 or possibly 3, paymentos that have been drafted from my checking account. Before I hung up I told ******* the Pinnacle Supervisor, I was going to file a complaint with the BBB.

Desired Settlement: I want the policy to be cancelled and I want to be reimbursed the 2 or 3 months my checking account was drafted, that's all I want. The draft amount for each month is $39.99. Thank you

Business Response: Business' Initial Response /* (1000, 5, 2013/06/26) */ Contact Name and Title: Pinnacle Security Contact Phone: XXX-XXX-XXXX June 26, 2013 BBB Case #: XXXXXXXX ***** ******* **** ******** Dr Elk Grove, CA XXXXX RE: Alarm Account #: XXXXXXX Mr. *******, We have received the complaint that you have filed with the Better Business Bureau (BBB). After careful review of the account and the information provided to us, Pinnacle Security would like to apologize for any misunderstanding that took place in regards to this issue. At the time that you called in and spoke with our agents, your account had just been assigned over to be with the alarm monitoring company of ADT. Pinnacle does not hold your account anymore. When you called, the final details of ADT purchasing certain accounts from Pinnacle were being worked out and we could not give you any further information as we were not aware of it at that time. Since then, the details have been worked out. All of the account information has been sent to ADT. ADT also sent out a packet with information to all of the customers whose accounts they purchased. It was sent on June 21st so, by the time you receive this letter in the mail, you should have received ADT's packet. As Pinnacle no longer owns the account, we cannot put your cancellation through. However, information to contact ADT has been provided in the packet they sent out. Please refer to that for the number to call and they will be able to further assist you with your cancellation and any refunds which may be necessary at this time. Sincerely, Pinnacle Security XXX-XXX-XXXX Consumer's Final Response /* (3000, 7, 2013/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Pinnacle Security..Are lying my account was not moved to ADT. But I do not have the time to fight with this company anymore.

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10/10/2012 Problems with Product/Service
10/10/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/9/2012 Advertising/Sales Issues
10/9/2012 Problems with Product/Service
10/9/2012 Problems with Product/Service
10/8/2012 Problems with Product/Service
10/8/2012 Advertising/Sales Issues
10/8/2012 Billing/Collection Issues
10/5/2012 Problems with Product/Service
10/5/2012 Problems with Product/Service
10/5/2012 Problems with Product/Service
10/5/2012 Advertising/Sales Issues
10/2/2012 Advertising/Sales Issues
10/1/2012 Billing/Collection Issues
9/28/2012 Problems with Product/Service
9/27/2012 Billing/Collection Issues
9/27/2012 Advertising/Sales Issues
9/27/2012 Problems with Product/Service
9/27/2012 Problems with Product/Service
9/27/2012 Advertising/Sales Issues
9/26/2012 Problems with Product/Service
9/25/2012 Problems with Product/Service
9/21/2012 Problems with Product/Service
9/20/2012 Problems with Product/Service
9/17/2012 Advertising/Sales Issues
9/17/2012 Advertising/Sales Issues
9/17/2012 Advertising/Sales Issues
9/17/2012 Billing/Collection Issues
9/17/2012 Problems with Product/Service
9/17/2012 Advertising/Sales Issues
9/14/2012 Problems with Product/Service
9/14/2012 Advertising/Sales Issues
9/13/2012 Problems with Product/Service
9/13/2012 Problems with Product/Service
9/10/2012 Advertising/Sales Issues
9/10/2012 Advertising/Sales Issues
9/6/2012 Problems with Product/Service
9/6/2012 Problems with Product/Service
9/6/2012 Problems with Product/Service
9/5/2012 Problems with Product/Service
9/5/2012 Advertising/Sales Issues
9/5/2012 Problems with Product/Service
9/5/2012 Problems with Product/Service
9/3/2012 Problems with Product/Service
9/3/2012 Problems with Product/Service
8/31/2012 Problems with Product/Service
8/29/2012 Problems with Product/Service
8/24/2012 Advertising/Sales Issues
8/24/2012 Advertising/Sales Issues
8/23/2012 Problems with Product/Service
8/22/2012 Problems with Product/Service
8/21/2012 Problems with Product/Service
8/20/2012 Advertising/Sales Issues
8/20/2012 Problems with Product/Service
8/17/2012 Problems with Product/Service
8/17/2012 Problems with Product/Service
8/15/2012 Advertising/Sales Issues