Aero Completions LLC

Initial Business Response /* (1000, 5, 2015/12/22) */
We carefully reviewed all notations, documentation as well as the contract associated with customer XXXXXXX. We acquired ownership of this customer's contract through a security provider in the Sun Tan Valley area of Arizona. After the...

contract was transferred to SAFE, when SAFE attempted to draft the customer's account for payment, the customer's payment was declined. When we contacted the customer, as a courtesy, we offered to credit the customer's account so the customer would not have to catch up on payments. The customer refused any offers suggested and informed us of their desire to cancel. Based on all information received, SAFE has decided to transfer the contract back to the originating company. We are in the process of canceling the billing on the account.
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company did not offer to customer a credit. They requested balance. They never could find notes on the account. They refusd to cancel my account until now when they received this complaint. They don't follow through on their customer service. Granted I want this account canceled without any penalties or cancellation fees due to their extreme poor customer service and the quality of service. They are just a stressful company to deal with.
Final Business Response /* (4000, 9, 2015/12/29) */
We are in receipt of the written complaint regarding account #XXXXXXX and have listed our response below to address the statements within the complaint and provided our resolution.
We have carefully reviewed all notations, documentation as well as the contract associated to SAFE account #XXXXXXX.
We have reviewed all notations, conversations and correspondence reflective of the account history. We are thereby providing written notification advising that the account has been cancelled at this time, per your request.
SAFE Security's goal is to resolve customer concerns in a timely matter.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Sincerely,
SAFE Security
PO Box 5164
San Ramon, CA XXXXX

On April 9, [redacted], the customer was charged through autopay, $[redacted] which covered (2) months of service (April and May). The customer had also submitted a check payment in the amount of $**.00. We sent a refund check to the customer in the amount of $**.00 on April 14, [redacted] and the check has been...

cashed.  No further credits or refunds are due to the customer. The autopay has already been deactivated.
In July [redacted], the customer signed a 3 year contract with SAFE Security that contains an automatic annual renewal clause.  The terms of this agreement will not expire until July [redacted]. In order to fulfill the terms of the agreement, a cancellation letter needs to be on file with SAFE Security at least thirty (30) days before the end of the renewal term (which has been received) and the final payment of $[redacted] would need to be paid.

Initial Business Response /* (1000, 5, 2015/07/27) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our records indicate the following:
On May 1, 2009 [redacted] signed a contract with Safe Security for the initial term of 39 months. This...

agreement automatically renews for a successive Month to Month renewal term, unless cancelled by either party in writing no less 30 days prior to the end of the current term.
Safe Security received a written notification from [redacted] requesting to cancel on 7/23/2015.
Frances [redacted] called Safe Security on 6/5/2013 with her initial request for cancellation; however no cancellation letter was received.
SAFE Security will honor [redacted]'s request to cancel as of 8/31/2015
SAFE Security's goal is to resolve your concern in a timely manner.
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time, if you have any questions.
Thank you,

[redacted]
Customer Care Supervisor

[redacted] XXXXX

Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Safe security received a cancellation email in June of 2013, they lost it just like the two cancellation emails I sent in July of 2015. I had to send it via fax and email a third time to a service reps email before they would acknowledge they received it. This is very unethical business practices and just plain sloppy at best. I will settle for half the refund as I did not catch it sooner however they failed to cancel it when I first requested it in 2013. This is completely unacceptable. Also if you request a copy of the phone call you will hear they lied and told me that I still had time in my contract when I did not.

Initial Business Response /* (1000, 5, 2015/08/20) */
Good Afternoon,

Account Number: XXXXXXX
Customer: [redacted] on behalf of [redacted]

In regards to customer XXXXXXX, our record indicates the following:


SAFE Security has received the death certificate...

8/11/2015.
SAFE Security has honored [redacted] request to cancel effective 6/30/2015.
SAFE Security will be sending a refund for the months of July and August payment a total of $86.58. Please allow 6-8 weeks to receive the refund U.S mail.
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.




Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed





Thank you,

[redacted]
Premier Supervisor
SAFE SEcurity

June 1, [redacted]
Re: Account #[redacted]
We are in receipt of the written cancellation letter as of May 17, [redacted] regarding account #[redacted] and have listed our response below.
We have carefully reviewed all notations, documentation as well as the contract associated to this SAFE account and according...

to our records, we never received a previous written cancellation notice or any other form of correspondence in regards to this account. The first contact received was on May 17, [redacted] via phone call from [redacted].
We agree to proceed with the cancellation of the account without requiring the fulfillment of contract terms which expire in December [redacted]. SAFE Security will not require any further payments nor will there be any refunds given. SAFE Security will honor the request to cancel account effective immediately.
SAFE Security’s goal is to resolve customer concerns in a timely matter.
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Sincerely,
SAFE Security
PO Box 5164
San Ramon, CA 94583

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   Resolution is satisfactory, but I need to clarify statements made by company.  I sent the cancellation letter on [redacted] which was well before[redacted].  I contacted the company in [redacted] by mail and never received any communication.   No one called my home or cell number on [redacted].  When I received another bill on  [redacted], I contacted the company and was referred to [redacted], left a message  and left my phone number.  I was never called back and I do have voice mail on my phone.  Cancelling my contract with a zero balance is the outcome that is satisfactory to me.Sincerely, [redacted]

On June 03, [redacted], [redacted] signed a contract for 3 years with SAFE Security.  The initial terms of this agreement will not expire until June [redacted]. We have not received any calls from the customer requesting service on the alarm system.  SAFE Security is willing to send a...

technician to the customer’s site to diagnosis the issue.
If the above option is not accepted or wanted, the initial terms of the agreement will need to be fulfilled in order to cancel the account. The customer will have to submit a written notice of cancellation (along with a valid signature) and the remaining contract balance of $[redacted] will need to be paid.

SAFE Security acquired this account from [redacted] and the contract [redacted] signed has an automatic annual renewal clause in which the terms will not expire until [redacted]. [redacted] called SAFE Security on [redacted] 27, [redacted] and requested to cancel service because his system was not...

working. There was no prior correspondence from [redacted] since the account was acquired in [redacted]. SAFE Security had sent numerous letters of general correspondence to the customer with no reply. On [redacted] 27, [redacted], [redacted] advised the representative that our alarm equipment had been removed because he had switched to [redacted].     
 
We informed the customer of the terms of the agreement and advised he would need to send in a written cancellation notice and submit the final payment of $[redacted] in order to fulfill the terms of the agreement. We also emailed a copy of the contract to the customer. We will accept this Revdex.com complaint as the written cancellation notice and will cancel the account upon receipt of $[redacted].

March 4, 2016Re: Account #[redacted]We are responding to the consumer's complaint regarding account #[redacted] and have listed our response below to address the statements within the complaint and provided our resolution.We have carefully reviewed all notations, documentation as well as the contract associated to this SAFE account. This is the results of our investigation:According to the contract that was signed on October 18, 2012, the initial terms were for 42 months with an "automatic renewal for successive (1) year renewal terms, unless cancelled by you at the end of the Initial term or any Renewal term by written notice sent to us at least fifteen (15) days before the expiration of the Initial term or the then current Renewal Term."SAFE Security will go ahead and cancel the account out effective immediately due to the customers most recent request according to the Revdex.com consumer rebuttal on 3/1/2016 customer stated "I want confirmations from them (SAFE Security) the date it is canceled as well."Therefore, this serves as written confirmation that as of the date of this letter, SAFE Security will cancel account #[redacted].SAFE Security's goal is to resolve customer concerns in a timely matter. Please feel free to contact us at ([redacted] Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.Sincerely,SAFE Security[redacted]

Date:   September 11, 2017 Revdex.com Response:  [redacted] - Customer # [redacted] SAFE Security acquired the security contract agreement from Pinnacle Security on 2/4/13. Original Contract Terms: 06/10, 3 years, auto renewal for successive 1 year (Renewal Term)...

unless cancelled in writing no less than 30 days prior to end of the contract term.  Your account has been reviewed and the following determination has been made: SAFE Security will honor your request and accept your Revdex.com complaint as a written notice of cancellation. The customer will be released from the contract terms. ·         The account has been submitted for cancellation.·         Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed. Thank you. [redacted]Collection ManagerSafe Security

We spoke with the customer on[redacted] and we advised [redacted] that the contract terms are through [redacted]. In order to fulfill the terms of the agreement, she would have to pay $[redacted] which is including a past due total and a 50% discount off of the remaining balance. [redacted]...

agreed to pay this amount in monthly installments of $[redacted]. She stated she would send a monthly check in this amount until the balance is paid. We agreed to the arrangement.

Date:  June 12, [redacted]
Revdex.com Response:  [redacted]
Re:  [redacted] – Customer # [redacted]
SAFE Security is responding to your Revdex.com rebuttal dated 6/7/**.
·         The customer is stating that a signed cancellation letter was emailed to SAFE Security.
·         SAFE Security does not have a cancellation letter on file for this customer.
·         Please have the customer forward the original email (dated back in [redacted]) that was sent to SAFE Security at [email protected].
·         Until the requested documentation is received and verified by SAFE Security the account is will remain in its current state.
Contract Terms: 07/[redacted], 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. 
SAFE Security acquired the security agreement from CastleRock Security on 10/18/**.
·         On 3/21/**, the customer contacted SAFE Security and made his final balance of contract payment for $[redacted].  The customer was also advised to send in a cancellation letter.
·         In order to complete the cancellation process along with the balance of contract payment, (if warranted) a cancellation letter is needed from the customer to cancel the account.   SAFE Security did not receive a cancellation letter from the customer.  The account was not cancelled, the balance continued to accrue and became past due.  The account was cancelled for non-payment and sent to collection agency Hillcrest, Davidson and Associates.
·         Per the security contract agreement, Page 1, Section 2 Prices, Payments, Financial Disclosures and Term, Paragraph 2.4 Term
Term. For monitoring service, the initial term of this agreement starts on the day monitoring services begin and continues for thirty-six months and will automatically continue to from year to year thereafter unless cancelled by either of us (service provider or customer) in writing at least thirty (30) days before the end of the initial or any renewal term.
·         The customer signed the security agreement acknowledging that he understood the terms and conditions of the agreement.
·         A cancellation letter needed to be received by 06/30/**, in order for the original contract term not to auto renew which was scheduled to expire on 07/30/**.  Since a cancellation letter was not received, the account automatically renewed for another year through 7/31/**.
·         The customer is responsible for the balance due.

Initial Business Response /* (1000, 5, 2015/07/22) */
Good Morning,
Account Case Number: #XXXXXXXX
Customer: [redacted]
In regards to customer #XXXXXXX , our record indicates the following:
· On September 13, 2010 [redacted] signed a contract with Pinnacle Security, LLC, for the...

initial term of 42 months. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than 15 days prior to the end of the their current term.
· SAFE Security will honor [redacted]' s request to cancel.
· SAFE Security received cancellation letter November 17, 2014.
· SAFE Security records show SAFE reached [redacted] 11/17/2014 and customer requested that SAFE cancel account because Mr. [redacted] was unable to continue service due to cost.
·SAFE Security records show SAFE last reached [redacted] 07/22/2015 when customer stated that SAFE was unable to cancel his service earlier due to SAFE not locating the original cancellation letter.
·[redacted] on 07/22/2015 provided confirmation of original cancelation letter that was sent 11/17/2014 at 10:02am from [redacted]@gmail.com.
·Mr. [redacted] stated that he will rescind Revdex.com compliant after receiving email stating that SAFE will cancel agreement per customers request
· SAFE Security goal is to resolve your concern in a timely matter.
Thank you,
[redacted]
Retention Supervisor
[redacted] XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com

May 27, 2016
 
 
Re: Account #[redacted]
 
Dear [redacted],
 
We have carefully reviewed all notations, documentation as well as the contract associated with your SAFE Security account. We acquired your account from Pinnacle in March of [redacted]. We have sent numerous...

correspondences to you including a welcome letter, yard signs, decals, newsletters, etc.
Your phone call to us on April 12, [redacted] was the first form of correspondence we received. There is no record of a previous written cancellation letter or any other correspondence prior to this date. We stand by our decision to hold you to the terms of the contract which the renewal terms are through February [redacted].
If you would like to cancel the alarm service, please submit a written cancellation letter including your signature along with a final payment of $[redacted].
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583

Initial Business Response /* (1000, 5, 2015/07/28) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On May 27, 2003 [redacted] signed a contract with Intercontinental Security LLC, for the initial term of 36...

months. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.

This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
SAFE Security has received Mr. [redacted] written request to cancel services on 2/19/15.

SAFE Security will honor Mr. [redacted] request to cancel. SAFE Security will has cancelled this account effective immediately.
· Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
[redacted]
Premier Supervisor
[redacted] XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com

June 27[redacted]
Re: Account #[redacted]
 
 
We are in receipt of the written complaint regarding account #[redacted] and have listed our response below to address the statements within the complaint and provided our resolution.
 
We have carefully reviewed all notations, documentation...

as well as the contract associated to this SAFE account. This is the results of our investigation:
 
* We are in receipt of the contract [redacted] Beck signed in April [redacted] in which there is an automatic annual renewal clause and the terms will not expire until April [redacted].
 
* In order to fulfill the terms of the agreement, we will need a written cancellation letter (with [redacted] Beck’s signature) and payment of the remaining balance. We are willing to work with Mr. Beck and will agree to a 50% discount off the remaining balance of $[redacted] The final payment required will be $[redacted].
 
* Please be advised, SAFE Security has taken action on the complaint and will hold the customer to the terms of the contract.
 
SAFE Security’s goal is to resolve customer concerns in a timely matter.
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583Tell us why here...

A cancellation letter was received from [redacted] in [redacted]. The terms of the agreement are year to year and renew every [redacted]. Since we have received the cancellation letter, we will honor the request and cancel the account when the past due balance of $[redacted] is received. The...

customer has made one payment since [redacted]. In order to fulfill the terms of the agreement, the past due balance will need to be paid.

SAFE Security has honored the request of [redacted] to cancel services and the account reflects a zero balance.

We do apologize to [redacted] for the confusion concerning the payoff of the final invoice from her former alarm company and the auto draft date set up with SAFE Security. SAFE Security received the balance of contract payoff invoice from [redacted] and has submitted it for processing.  We had...

confirmed with the customer the autopay was set up for the 15th of each month but has since stopped the autopay per the request of [redacted]. Monthly invoices will be sent to the customer instead.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me. Sincerely, Raymond[redacted]