Aero Completions LLC

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

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 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]

Initial Business Response /* (1000, 5, 2015/09/15) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/09, 39 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
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
On 7/9/15, SAFE Security received a cancellation letter from the customer.
No monies are due from the customer.
The contract terms have been satisfied.
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, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

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, 2015/11/04) */
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?

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...

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]

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]

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]

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

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

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.

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]

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

Initial Business Response /* (1000, 5, 2016/01/07) */
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; "We are seeking a refund in the amount of $2,592" due to "our original contract stated that our monthly monitoring fee would be reduced to $10 a month after we had paid for our equipment that they installed" according to the contract on file, there is no reference to a reduction of $10 a month after the equipment was paid for.
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 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]

Initial Business Response /* (1000, 8, 2015/10/22) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security contract agreement from CastleRock Security on 9/1/11.
Original Contract Term: 05/07, 3 years, automatically renew...

for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term.
Renewal Contract Term: 11/03/11, 12 months, 3 years, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term. Contract term expires 11/30/15.
Please see attached security contract agreement, page 1, Section 2 Price and Payment Terms, Paragraph 2.3:
For Services, the initial term of this agreement is three years from the effective date. Thereafter, this agreement shall automatically renew for successive one year renewal terms unless cancelled by either party in writing no less than 30 days prior to the end of then-current term, however, provided that is this renewal clause is not effective under the applicable laws this agreement will automatically renew month to month. (NOTE: the auto renewal clause is applicable in California)
Reviewed audio recording dated 4/7 /11 at 7:45 a.m. between customer [redacted] and CastleRock Security. The customer entered into a verbal agreement to renew her contract term with receiving 1 month free monitoring. New renewal contract term is listed above.
On 9/14//15, SAFE Security received a signed cancellation letter from the customer.
The customer signed the security agreement acknowledging that she understood the terms and conditions of the agreement. The customer is responsible for the terms of the contract agreement and for monthly monitoring services through the end of contract term of 11/30/15. Although the customer it now with another security alarm provider, it does not release her from the legal binding security contract agreement.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $449.90. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not verbally agree to a contract with this company for another year. Safe security continued to bill me for services not received. I have sent the company numerous documents for over 1 year to cancel my service. they have stated denied receiving my documents or emails. Recently I sent documents via certified mail to cancel my services. they billed me again for another 3 months. I am taking this problem to 7 on your side. This company has over 150 complaints of their bad billing practices and your company is not doing anything about it. I am not going to pay for services that I am not receiving, They need to cancel my service and quit billing me. This has been going on for over 1 year
Final Business Response /* (4000, 12, 2015/11/03) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal dated 10/23/15.
Please be advised, that if SAFE Security is contacted by the media regarding your account, we will play the recorded conversation between yourself and CastleRock Security where you are agreeing to the renewal terms on your contract with CastleRock Security.
SAFE Security is standing by its original response to the Revdex.com regarding your account on 10/22/15.
SAFE Security acquired the security contract agreement from CastleRock Security on 9/1/11.
Original Contract Term: 05/07, 3 years, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term.
Renewal Contract Term: 11/03/11, 12 months, 3 years, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term. Contract term expires 11/30/15.
Please see attached security contract agreement, page 1, Section 2 Price and Payment Terms, Paragraph 2.3:
For Services, the initial term of this agreement is three years from the effective date. Thereafter, this agreement shall automatically renew for successive one year renewal terms unless cancelled by either party in writing no less than 30 days prior to the end of then-current term, however, provided that is this renewal clause is not effective under the applicable laws this agreement will automatically renew month to month. (NOTE: the auto renewal clause is applicable in California)
Reviewed audio recording dated 4/7 /11 at 7:45 a.m. between customer [redacted] and CastleRock Security. The customer entered into a verbal agreement to renew her contract term with receiving 1 month free monitoring. New renewal contract term is listed above.
On 9/14//15, SAFE Security received a signed cancellation letter from the customer.
The customer signed the security agreement acknowledging that she understood the terms and conditions of the agreement. The customer is responsible for the terms of the contract agreement and for monthly monitoring services through the end of contract term of 11/30/15. Although the customer it now with another security alarm provider, it does not release her from the legal binding security contract agreement.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $449.90. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Final Consumer Response /* (4200, 14, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign an agreement with safe security agreeing to a contract for their services.It is illegal to continuously bill me for services that I am not receiving. I sent the cancellation letter over a year ago. they stated they did not receive it. The only reason they received this letter is because I have a receipt.
I am not paying the Safe security because I have not received their monitoring service only their bills for service not rendered.

July 07, 2016
 
 
Re: Account #[redacted]
Case# [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:
 
* On May 02, 2013, [redacted] signed a 3yr contract with an annual renewal clause that renew every year in May. The existing SAFE Security contract renewed in May 2016 for 12months and will expire in May 2017.
 
* In order to fulfill the terms of the contract, [redacted] will need to submit a written cancellation letter that includes her signature and the remaining contract balance of $619.50 will need to be paid.
 
* We also offer the option to transfer the service to a new address if [redacted] would like to do so.
 
 
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]