Aero Completions LLC

Date:   October 30, 2017
 
Revdex.com Response:  [redacted] [redacted] [redacted]
 
Original Contract Terms: 04/10/12, 60 months, auto renewal for successive 1 month (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract...

term.  (Please see attached security agreement.
 
Your account has been reviewed and the following determination has been made:
A cancellation letter needed to be received by 03/31/17, in order for the initial contract term not to auto renew.  Since a cancellation letter was not received within the allotted time frame, the account automatically month to month and the customer continued to be billed for monthly monitoring services.
SAFE Security will honor your request and accept your Revdex.com complaint as a written notice of cancellation.
Verbal cancellations are not accepted per the contract agreement. Please see Page 1, Paragraph 3 – Services, Fees & Term of Agreement.
As a courtesy SAFE Security will cancel service and the customer will not be held to the auto renewal terms.
No additional monies are due from the customer. The account will be cancelled with a zero balance.
·         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 Manager
Safe Security

Initial Business Response /* (1000, 5, 2015/12/09) */
December 9, 2015
Re: Account #XXXXXXX
[redacted] Hall Lane
[redacted] XXXXX
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 regarding the statement of; "I have not lived at the previous address for over a year. I've resent a cancellation letter and received no response."
We have reviewed all notations, conversations and correspondence reflective of the account history and will cancel the contract and thereby cancel this customer's account effective immediately.
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

Complaint: [redacted]I am rejecting this response because:
I called...

multiple times throughout the timeframe, and at least one near the end of [redacted], and one at the beginning of [redacted], and the agents that I spoke to, they never mentioned the address being wrong.  All they say is that I will receive it within the next 2 weeks.  So at this moment, I can't trust you saying that the mail is bounce.
Also, I live in this address for over 10 years, so there is no way its an address issue.
Another thing is, it is your responsibility to contact me when the letter returned, but instead, I got absolute no communication, and even when I tried to call, they agent didn't mention anything.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because I have not yet received anything in writing confirming the closure of my account via the U.S. mail or via email, as of today, [redacted]. I cannot close this complaint until I have, in hand, a written statement of a zero balance. This should have been done at the beginning of October. When I asked customer service to send me an email confirmation regarding the closed account, they refused. I will keep the complaint open until I have that written proof.Sincerely,[redacted]

SAFE Security will honor [redacted] request to cancel. SAFE Security will cancel this account effective immediately. No further payments are required and the account reflects a zero balance.

June 27, 2016
 
 
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:
 
* The account of [redacted] & [redacted] has been cancelled.
 
* The account reflects a zero balance and no further action is required by the customer.
 
* Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
 
SAFE Security’s goal is to resolve customer concerns in a timely matter.
 
Please feel free to contact us at ###-###-#### Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
[redacted]Tell us why here...

Initial Business Response /* (1000, 5, 2015/11/04) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 06/2009, 36 months, auto renewal for successive 1 year (Renewal Term)
The end of the contract term is 06/30/16.
SAFE Security...

received a cancellation letter from the customer.
The customer paid the balance of contract in the amount of $455.61 which is through the end of the contract term 06/30/16.
The customer has been advised to call SAFE Security back in within 60 days prior to the end of the contract term at which time the account will be submitted for cancellation.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will do what is required to cancel this contract but I still do not trust them one inch. They didn't do it right the first time so how am I supposed to know that they'll get it right the second time?

Initial Business Response /* (1000, 5, 2016/01/15) */
In regards to customer #[redacted] , our record indicates the following:
· On May 15, 2006 the customer signed a contract with [redacted] Alarms, for the initial term of 36 months. SAFE Security bought this contract and the agreement automatically...

renews for successive one year renewal terms on contract date, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
· SAFE Security records show SAFE talked to the customer on 09/3/2015 and told him that SAFE would honor cancellation letter. Customer sent cancellation letter 06/02/2015 and fax failed to record receipt. Customer refaxed cancellation letter 09/01/2015.
· SAFE Security will honor the customer's request to cancel the contract terms as of 06/30/2015.
· SAFE Security goal is to resolve your concern in a timely matter.

Thank you,

Date:  June 2, [redacted]
Revdex.com Response:  [redacted]
Re:  [redacted] – Customer # [redacted]
SAFE Security is responding to your Revdex.com complaint since in June [redacted]
 
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[redacted].
·         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 [redacted], [redacted] 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.
 
Thank you.

Complaint: [redacted]I am rejecting this response because:
while it is my name on the contract, it is not my signature. I have sent a copy of my ID to SAFE security to show what my signature looks like. Sincerely,[redacted]

We are a security company.  SAFE Security has a verification process in place in which specific questions are asked and the answer provided by the “customer” has to match what we have on file before we provide proprietary information or make any changes to an account.  If the customer can...

not provide an answer that matches, we do explain that we are unable to proceed any further until verification is completed. 
 
·         The name and address we have on the existing contract does not match the information shown on this Revdex.com complaint.
In order to cancel the account, we will need to receive a written cancellation letter that contains the following:
Name and address on the contract
Brief cancellation statement
Signature of responsible party (signee of contract)
Current monthly charge
Current method of payment (verify last 3-4 digits of account number)
 
Mailing address:                    SAFE Security
                                        ...⇄ PO Box 5164
                                        ...⇄ Ramon CA 94583

Complaint: [redacted]I am rejecting this response because:
I am not going to be paying for a contract I did not sign. If you can provide proof that I signed the contract I will consider changing my response but until then you will have to do better than that. Sincerely,[redacted]

This account was created through our third party Dealer Network Provider – [redacted] Security.  We will return the account to the original seller and [redacted] will have no further obligation to SAFE Security.

May 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:
 
SAFE Security will honor [redacted] request:
* New two-year contract
* Monthly rate will be $[redacted] (not including tax)
* Two free monitoring certificates
* Key fob (no charge)
* New garage door sensor (no charge)
 
 
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. However, I further understand I have no obligation to [redacted]. Contract was with SAFE Security and [redacted] acted as an agent.Sincerely, [redacted]

SAFE Security will honor the request to cancel service.The account will be cancelled without further payments required. The account reflects a zero balance.

Initial Business Response /* (1000, 5, 2015/10/08) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 02/10, 3 years, auto renewal for successive 1 month (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 Castle Rock Security on 10/18/13.
Your account has been reviewed and the following determination has been made:
On 9/1/15, SAFE Security received a cancellation letter from the customer.
The customer will be released from the contract terms.
No monies are due from the customer.
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.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I, [redacted] accepts the results of my complaint. I appreciate the help from the Revdex.com. I do understand that no monies are due. Thanks

Complaint: [redacted]I am rejecting this response because: I would like Safe Security to explain to me why I would of signed a new 3 year contract in [redacted] if I was already under a contract from [redacted] that was renewing annually? I didn't receive a better monthly rate with the new contract and I didn't receive anything additional from what I was already receiving from my annual renewal contract, so what would the reason be other than the fact I was told I was just signing to state my system was upgraded with new cellular technology? Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  I did not signed a contract with Safe Security. The contract I signed was with [redacted] which was for 6 years from June 2010- June 2016. The contract Safe Security provided was not my signature. If you look at the signature it looks a name that start with J and 7 letters. My name begin with L with 8 letters. Sincerely,[redacted]

We stand by our decision to hold [redacted] to the terms of the agreement. SAFE Security has emailed a copy of the contract to the customer as requested.  In order to fulfill the terms of the agreement, the customer will need to submit a written notice of cancellation and pay the final...

amount of $[redacted] to SAFE Security.