Public Mediation

Castle Rock Security Service Cancellation

T. F. vs. Castle Rock Security, Inc
2101 Arlington Heights Rd, Suite 150, Arlington Heights, 60005, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"Automatically extended my home security contract for one year at the end of my three year contract without notifying me in writing that this was going to take place.

I did not have a contract with Castle Rock. My contract was with First Line, which sold my coverage to SAI, which was taken over by Castle Rock.

I went through a similar situation with Brinks.

Home Security systems are rip-off's!

Thomas N. Farrell
428 James Street
Cedar Hill, TX 75104"
...
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What Claimant Wants Hide
Just make me happy!
Claimant invites Castle Rock Security, Inc to make a fair offer.
1. Other – Physical delivery charges Sep 01, 2010 $2.00
Cash total : TBD
Just make me happy!
Claimant invites Castle Rock Security, Inc to make a fair offer.
1. Other – Physical delivery charges Sep 01, 2010 $2.00
Cash total : TBD
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Dear Mr. Farrell:

    We are in receipt of a notification you have posted a complaint on PeopleClaim.com regarding CastleRock Security, Inc. and your contractual obligation for alarm monitoring services at your premises.

    It appears that you are asking that we set aside the terms and conditions of your contractual obligation and cancel your account without penalty.

    We respectfully refer you back to your contract. If you review the front page of that contract you will find that the automatic renewal term is quite clear. You, in fact, did execute a contract that included the following key provision: The contract renews automatically at the end of its term for a period of 12 months unless the customer provides written notice to the service provider at least 30 days in advance of the expiration date that the customer wishes not to renew. Specifically I refer you to Section 2.4 clearly printed on the front that states the contact was for a period of 36 months and goes on to say the term will automatically continue from year to year thereafter unless canceled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.

    In reviewing your account, in the event you desired not to renew the contract beyond expiration of the initial term, notice of such intent should have been received no later than thirty (30) days prior to August 8, 2010. That means written notice should have been received no later than July 8, 2010. It wasn’t until August 16, 2010 that we received any communication from you regarding your contract and/or desire to cancel. You will note that August 16th was well past your required notice period, and even after the account has automatically renewed. You did have sufficient time to send in the proper notice and simply stated, you failed to comply with your contract and have not sent in any written notice.

    In this instance, the truth is that – as outlined above – you simply do not understand the terms of the contract which you executed or now do not want to accept the terms. CastleRock Security is merely enforcing its rights under the contract with you. It is patently unreasonable for you to ask CastleRock Security to forfeit its contractual rights. Based on the foregoing, we deny the request to cancel the current term without penalty. As a courtesy, however, we will accept this complaint as your cancellation notice for the end of the current term and we will mark your account not to renew in 2011.

    I trust that the foregoing addresses your letter. CastleRock Security truly values our customers' business and takes seriously the task of providing peace of mind protection for them, their loved ones, and valued possessions. Should you have any other questions or concerns, please do not hesitate to contact me via US mail or email.

    Thank you again for contacting CastleRock Security, Inc.

    Kimberly Fivelson"

This claim will remain posted until resolved.

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  • Comment: by ejs0 — Online mediator
    • On: 10-28-2010
    View more
  • goto castlerocksecurity.info to post your complaint and get their attention
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