Safe-T Security Services, Inc

Initial Business Response /* (1000, 10, 2015/06/18) */
Mr*** sent in his request to cancel service, the term of his agreement was for (one) yearThe Agreement can "BE CANCELLED WITH (THIRTY) DAYS WRITTEN NOTICE BY EITHER PARTY PRIOR TO THE END OF THE TERM"The customer is responsible
for the term of the Agreement
Initial Consumer Rebuttal /* (3000, 12, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Alarm system was installed by an independent installerHe never went through the contract with usHe pushed the annual payment because it would be lowerHe never mentioned that if you canceled the company would keep all the funds even though you paid in advanceAll other companies return your unused portion when you cancelSafe-t is scamming people by not having independent installer go over the contract

Initial Business Response /* (1000, 10, 2016/05/06) */
This letter is in response to the request from the Revdex.com to explain the chain of events related to the complaint filed by Mr. [redacted]
Our cancelation procedure is as follows:
Customer must provide us with 30 days' notice prior...

to cancelation (which Mr. [redacted] did). After the 30 days has expired, we start the cancelation process which happens during normal business hours. This cancelation procedure normally takes 24-48 hours to complete. This includes everything from cancelation with our central station, closing out accounting (to make sure the account is paid current) to cancelation of any GSM services. The Alarm.com cancel/release only happens after the rest of the cancelation procedures are complete. Mr. [redacted]'s account followed that procedure, and the module was release within that 24-48 process (even though he had an outstanding balance on his account). With that being said, nowhere does it state or do we "guarantee" the time frame of cancelation. Releasing the Alarm.com module is done by Alarm.com when we complete the cancelation procedures including the cancelation of the Alarm.com Account.
At no time did Safe-T indicate a specific time that the Alarm.com module would be released other than (as Mr. [redacted] himself quoted) "The alarm.com module will be released once cancellation is complete"
This unnecessary delay, entirely caused by Safe-TSecurity, has cost me more than $300.00 in service technician fees and additional time off of work.
I am not sure of what the $300 in "service technician fees" are.
Mr. [redacted]'s entire system was not installed by Safe-T Security. Safe-T Security only installed/replaced the existing main control panel and keypads (arming stations). All of the protection devices were previously installed (by others). Safe-T only warranties parts that we install and cannot guarantee existing parts will not have issues going forward. All customers are made aware of this and it is their option to replace any equipment in order for it to be covered in our one year parts and labor warranty. Mr. [redacted]'s system did not "false" due to "programming issues". Alarm systems False due to protection devices like door/window sensors and or motion sensors.
Safe-T Security cannot be held responsible for falsing devices on alarm systems especially if we did not install the devices.
The issue with the "arming through Alarm.com" was due to the fact that Mr. [redacted] was trying to arm the system with devices that were not set (opened or faulted). This is an option in programming that Alarm.com can "auto bypass" any faulted zones which we only program upon customers request, which as Mr. [redacted] stated, we went back out to the house (at no charge) to make this change.
There is no issue with "miss-named devices. Safe-T Security programs names of devices according to what the Tech's relate them to. If the customer wants these changed, that can be done, which again as he stated, we went out (at no charge) to make these changes.
Mr. [redacted] cannot dictate which Safe-T security employee needs to be "involved" in his "issues" Safe-T Security has highly qualified people in place that are capable of handling these issues and in Mr. [redacted]'s case, they were ALL management level employees. Mr. [redacted] was also incorrect that he never had any contact from [redacted], President. The Following is a copy of the email sent on Mon 4/4/XXXX X:XX PM
[redacted],
I apologize if you feel like you were "slighted" in your cancelation process.
Let me assure you our cancelation procedure has been the same for every customer for over 10 years as was explained to you in previous emails and phone conversations.
We only process cancelations during normal business hours. After the account cancelation is complete, then the alarm.com module gets canceled/released, which is normally within 24-48 hours later, again during regular business hours.
In order for us to cancel the Alarm.com module, we always first complete all of our central station cancelation procedures and paperwork. In order to complete that process, before we cancel/release any
[redacted]
GSM communicators, the account must be completely closed which includes the account being paid in full on any outstanding balance. In your case, we did cancel the alarm.com service prior to your outstanding balance being paid in full.
We also did not make you accountable for the complete outstanding balance which should be the annual contact balance of $383.40. Your contract terms (that you selected) were annual and because your cancelation was one month into the contract term, the entire amount should have been due. We in fact did not hold you accountable for this amount, only the one month over your last term, which is still outstanding.
I am not sending this email for any other purpose than to explain to you our account cancelation procedures and to assure you in no way did we deviate from our normal procedure (that wasn't in your best interest).
I you paid "$300 in Technician fees", that was your choice to do prior to the account cancelation process being complete.
Again I apologize if you feel you were inconvenienced in anyway based on our standard cancelation procedures.
Respectfully,
[redacted]
I will also be investigating whether a California Contractors License was needed to complete the installation. According to the Contractor's State License Board, Safe-T Security did not have a license registered at the time of installation.
Because there was no contractor's license, I will investigate whether the installation falls under California Business and Professions Code, section 7159 which limits all sale and installation costs $500. My alarm purchase and installation total exceeded this amount.
Safe-T is and has held the required business license(s) for over 30 years.
Valid and current license by the Department of Consumer Affairs Bureau of Security and Investigative Services ACO 6160
Initial Consumer Rebuttal /* (3000, 12, 2016/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
My complaint is that Safe-T Security repeatedly acknowledged my request to cancel service and release the Alarm.com module on a specific date and time, however, they did NOT release the Alarm.com module until 2 days later preventing my new alarm company from being able to complete the installation as scheduled. This delay resulted in additional costs. The $300 settlement is cover the costs associated by Safe-T Security not honoring their agreement to release my Alarm.com module on the date and time agreed.
Below are a few corrections on the many misrepresentations made by Safe-T Security:
1) Safe-T Security's cancellation policy is not posted on the webpage, not included in the customer agreement, and not explained to customers when directly asked over the phone or by email.
2) My "outstanding balance" was the amount I was charged after my service was cancelled at the end of 30 day notice. To be clear, I asked 4 separate times in email and over the phone for this amount so I could pay in advance. On all occasions, Safe-T Security refused to provide my balance saying the total would be generated after the account was closed. All other balances were paid in full at the time of the installation, including 1 year of prepaid service. Here are the dates and times of the emails exchanged with Safe-T Security requesting any outstanding balances due prior to my cancellation being processed.
Mon, Feb 29, 2016 at 2:43 PM - I wrote in my cancellation email: "Please confirm receipt of this notice and advise the prorated amount so I may authorize payment."
Tue, Mar 22, 2016 at 9:33 AM - I wrote "What is my final balance and when is it due? Thank you, [redacted]"
Wed, Mar 23, 2016 at 1:20 PM - When I did not get a response, I sent a follow-up email asking for my balance, "Hello, Can you please let me know when the information below will be available? [redacted]"
Wed, Mar 23, 2016 at 2:37 PM - Safe-T Security wrote, "Hello [redacted], We will be sending confirmation of cancellation as well as any final invoices once the cancellation is processed. Thank you and have a great day! Best regards, Customer Service Safe-T Security"
Wed, Mar 23, 2016 at 5:22 PM - In an effort to ensure my alarm.com module would be on the date requested, I sent a follow-up email to Safe-T Security regarding payment "Please provide an estimate of charges and the anticipated due date? Also, I would like written confirmation the alarm.com module will be released on the cancellation date even though the final payment may not yet be received by safe-T security. Thank you, [redacted]"
Thu, Mar 24, 2016 at 3:46 PM - When I did not get a response, I sent a follow-up email asking for confirmation that my Alarm.com module would be released. "Yesterday, in response to my final invoice being generated after my cancellation date, I sent the following email asking for confirmation and have not received a response from Safe-TSecurity. [redacted]"
Thu, Mar 24, 2016 at 4:28 PM- In response to my additional request for confirmation that the Alarm.com module would be released on the date/time specifed, Safe-T Security wrote "Hello [redacted],
As per our previous email , once the cancellation has been processed on the date you requested you will receive a confirmation as well as any invoices due on the account. The alarm.com module will be released once cancellation is complete. Thank you and have a great day! Best regards, Customer Service Safe-T Security"
3) In my cancellation email, I specified an exact date and time that I wanted to cancel my service. In their reply to me, they accepted my date and time and DID NOT explain their undocumented cancellation policy. Over the next month, I exchanged 9 emails with Safe-T Security and at no time did they specify their official cancellation policy. In fact, on several occasions they specified my service would be canceled and my Alarm.com module released on the date I listed in my cancellation email.
Mon, Feb 29, 2016 at 2:43 PM - I sent my cancellation email which specified that my Alarm.com module should be released and available for reassignment. "Hello, Customer ID: , Per my telephone conversation with Safe-TSecurity on February 24, 2016 at 2:38pm, I am ending my alarm monitoring commitment with Safe-TSecurity effective of March 30, 2016 at 11:59pm. At the same date and time, the Alarm.com module should also be released and available for reassignment. Please confirm receipt of this notice and advise the prorated amount so I may authorize payment. Thank you, [redacted]"
Tue, Mar 1, 2016 at 9:46 AM - In response to my notice of cancellation, Safe-T Security wrote "Hello [redacted], We are in receipt of your request to cancel services. Once the cancellation has been processed on the effective date provided you will receive confirmation. Thank you and have a wonderful day! Best regards, Customer Service Safe-T Security" There is NO mention of their cancellation policy OR of the 24-48 hour delay.
4) The alarm controller (aka the brain) was provided, installed, programmed, and warranted by Safe-T Security. They also installed and programmed all window sensors. The false alarms were caused when a window with a sensor was left open and the alarm was armed through the alarm.com app or website. If the system was programmed correctly, the "bypass" checkbox would allow the home to be armed while bypassing [redacted] open sensors (windows). This never worked and several Safe-T Security technicians could not fix the issue. Alarm.com technicians and Interlogix technicians attempted to coach Safe-T Security how to fix the issue, however, Safe-T Security was unsuccessful causing this key functionality (remote arming) to be unavailable to me. When my new alarm company installer reprogrammed the alarm, he quickly fixed the bypass [redacted] and now I can remotely arm while using the bypass [redacted] The owner's email contains many incorrect statements and when I responded with the following (sent twice over two days), he never wrote me back:
Sent Mon, Apr 4, 2016 at 8:08 PM and Tue, Apr 5, 2016 at 3:07 PM "Hello [redacted], In an effort to amicably resolve this matter, I have 3 questions about your email. You wrote: "Let me assure you our cancelation procedure has been the same for every customer for over 10 years as was explained to you in previous emails and phone conversations. Please share any other email to me in which Safe-TSecurity explained it's Cancellation policy? Are telephone calls to Safe-TSecurity recorded? Do you have any email referencing my cancellation in which Safe-TSecurity stated that the Alarm.com module would not be released on March 30, 2016 at 11:59pm? Thank you in advance for your answers, [redacted]"

We wanted to clear up this complaint.   Mr. [redacted] did call in Friday 8/18/2017 and left a message when our service manager was not available.   He call was not returned that day cause our service manager did leave for an unexpected emergency.   We do have records he called and yelled...

at our receptionist as well that Friday.   Monday he was called back and from what the service manager said he had no complaints and made an appointment and the service was done and completed to his satisfaction on 8/29/2017.

Initial Business Response /* (1000, 10, 2015/05/22) */
To whom it may concern:
We are in receipt of the complaint by Ms. [redacted]. Her account has been cancelled per her written request. As stated in the agreement "THIS AGREEMENT SHALL CONTINUE" "IT MAY BE CANCELLED WITH (THIRTY) 30 DAYS WRITTEN...

NOTICE BY EITHER PARTY PRIOR TO THE END OF THE TERM. Her Term was selected as paying the Monthly Charges on an Annual basis. We did not receive the notice prior to the next Annual Charge. Invoices go out 15 days prior to the term. As a courtesy to our customers we give them ample time to call if the invoice is in dispute. We did not receive communication that a cancellation was needed. After speaking with Mr. [redacted] on April 8, 2015, we received a cancellation notice on April 10, 2015, dated April 9, XXXX X:XX pm. Her account has been adjusted to reflect the amount owed until receipt of cancellation.
Initial Consumer Rebuttal /* (3000, 17, 2015/06/30) */
[redacted]Document Attached[redacted]
Per the agreement, "This Agreement Shall Continue" Quarterly or Annually was not checked so "may be canceled with 30 days written notice by either party prior to the end of the term" would not apply since the monitoring service was not continued beyond the first year paid and it does not state that the service would go month to month. I never received an invoice 15 days prior to the new term in 2014.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12339063, and find that this resolution is satisfactory to me.  Yes safe-t security took care of problem within a week.. very satisfied and Simon and Diego from service dept are wonderful