In approximately July of 2009 the alarm system monitored by Castle Rock Security, in broke. It went off in the middle of the night waking up my tenant and her small children. The tenant called me panic-stricken to notify me of the emergency and I tried to walk her through how to deactivate the alarm. The alarm would not deactivate. The security company called me later to notify my of the alarm. They offered no solutions on how to deactivate the system. I asked them to have a technician immediately call the tenants to walk them through deactivating the system. The technician hadn't called after 45 minutes of the alarm continuing to scream throughout the house so I drove across town and tried to fix the system myself. It would not stop after entering the master code several times. I then simply unplugged the speakers to silence the alarm. The technician final called the tenants over an hour after the system broke and I had returned home. I was very angry at the lack of customer service from Castle Rock Security, inc and their faulty equipment. They did not do what they said they would do and call the tenants to help them through this traumatic experience in a timely manner. I had to drive across town in a panic to silence the broken alarm system. When I talked to the customer service representative she came up with two solutions. Either pay $100 for them to come out and fix their system or sign a 3 year contact and they would replace the entire system with a better one. I felt that in light of their poor service, shoddy equipment and my complete lack of trust in their abilities to protect my family that neither option was equitable or reasonable. They did not provide the service agreed to in the contract and did not follow through when I needed them the most. I requested that they canceled my account. The customer service representative agreed that my situation was a terrible mistake on their part and said in lieu of cancelling the account she would instead put the account on hold indefinitely or until the contract was up. In October, Castle Rock Security, inc removed my account from hold status. They had not provided monitoring services for the previous 4 months but they're trying to charge me anyways for the time of no service. They did not contact me to let me know of the changes. I never received a phone call stating their position and no solutions were offered. I was notified by their collection department about the issue. They are an incompetent and unethical corporation and should not be allowed to conduct business in the state of Washington. They provide poor service for an unreasonable price and offer unfair and predatory solutions when problems arise. Who in their right mind would consider signing a 36 month contract with a company that just proved their inept customer service and their lack of compassion for a client in need. Their alarm broke in the middle of the night waking up a mother, 9 months pregnant, her children and her sick father. They neglected to have a technician contact them after saying they would for over an hour while the alarm was continuing to scream. I had to drive to the other side of the city to deactivate the system by simply removing the speaker (an intruder could easily do the same). I am so underwhelmed by their services and have zero confidence in their ability to provide competent monitoring services over my property that I refuse to ever do business with Castle Rock Security, inc and I refuse to pay them for past, present and future services. I would like them to cancel my contract once and for all and never contact me again. I've contacted the BBB and Washington State Attorney General's office. They have recieved a reply from Castlerock stating that they will not change their position and I must pay them. Next step, Lawyers. I would rather spend a Thousands for an attorney, or even file bankruptcy than pay this despicable corporation another dime!