Aero Completions LLC

We stand by our original decision. SAFE Security has acknowledged the terms of the contract are through [redacted]. In order to cancel service and fulfill the terms of the agreement, please submit the payment of $418.16 to SAFE Security.

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

August 18, [redacted]
 
 
Re: Account #[redacted]
Case#: [redacted]
Customer:[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 spoke with [redacted] on 08/12/**. At that time, we advised [redacted] of the cancellation process in which per the terms of the contract, a signed written notice of cancellation would need to be submitted. The contract has annual automatic renewal clause in which the term will expire in August [redacted]. We have offered to lower the balance of the contract due by 50% bringing the total to$[redacted]. The customer has refused to pay the remaining balance or submit a written cancellation notice as stated in the contract terms.
 
SAFE Security will honor the request to cancel service and this Revdex.com complaint will serve at the written notice of cancellation. This account will be cancelled without any further payments required and there will not be a refund issued.
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 4:30 PM, Pacific Standard Time.
 
 
Sincerely,
 
SAFE Security
PO Box 5**4
San Ramon, CA 94583

July 18, [redacted]
 
 
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.
 
* On May 07, [redacted], [redacted]...

[redacted] signed a 36month contract that contains an automatic annual renewal clause in which the terms will expire in May [redacted].
 
* We received a phone call from [redacted] on March 07, [redacted] requesting to cancel service. We did inform [redacted] of the terms, cancellation process and the amount to pay in order to cancel service. The balance of the contract was never paid and a cancellation letter was not received. [redacted] has spoken with SAFE Security Collection representatives several times and when advised of the amount that needs to be paid, she declined to make the payment and has stated that she feels she does not and will not pay.
 
* The contract has renewed for another year because the terms of the cancellation process has not been met. In order to cancel service, we will accept this letter of complaint as the written cancellation letter and a payment of $[redacted] will need to be submitted to SAFE Security in order to fulfill the terms of the agreement.
 
 
 
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...

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. I notet that it was ONLY AFTER I reported them to the Revdex.com that SAFE decided to cooperate and get the job done. Nevertheless, thank you for your help in resolving this matter.Sincerely, [redacted]

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]

Complaint: [redacted]I am rejecting this response because:no contract at allSincerely,[redacted]

This account was created through our third party Dealer Network Provider – [redacted] and was electronically signed by the customer. The contract terms are for 36months and will not expire until [redacted].  If the customer requests to cancel service, we will accept this Revdex.com complaint...

as the written cancellation notice and the final amount of $1399.65 would need to be paid in order to satisfy the terms of the agreement.
 
SAFE Security is willing to work with the customer and assist with  the pay off balance from [redacted]. We are requesting a copy of the final balance the customer has received from [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.

Initial Business Response /* (1000, 5, 2015/09/15) */
Account Case Number: #XXXXXXXX
Customer: [redacted]

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

· On May 8, 2010 [redacted] signed a contract with Pinnacle Security, for the initial term of 42...

months. This agreement automatically renews for successive one (1) year to year renewal terms (November), 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] request to cancel.

· SAFE Security received cancellation letter April 22, 2015.

· SAFE Security received a call requesting cancellation on July 3, 2014, however a cancellation letter was never received per the terms of the contract. Another call requesting cancellation was received on 02/03/2015 and no cancellation letter was received per the terms of the contract.

· SAFE Security records show SAFE talked to [redacted] on 09/8/2015 when customer was informed that the SAFE Agreement would be canceled and that a Balance of Contract in the amount of $50.13 was owed.

· SAFE Security received a payment for $50.13 on 09/08/2015 as the Balance of Contract.

· SAFE Security goal is to resolve your concern in a timely matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not initially sign contract on May 8, 2014. It was actually at the end of June. I Tried canceling in July 2014. When I asked what I needed to do to cancel service, because I was unhappy with the level of monitoring and the inability to get ahold of Safe Security when an urgent situation arose, I was told my service could be discontinued. I was given no other instructions as to what to do. When I called again at the end of February of 2015, to inquire why I was still being charged, I was informed that I did not send in a cancellation letter, and my contract was automatically renewed in November, and I would have to pay out the rest of the contract, but since there was a discrepancy back in July of 2014, they said they would discount the rest of the contract amount by 50%. I then proceeded to send in cancellation letter via fax at the beginning of March. I assumed this would take care of it, and they would withdraw the half-ft amount of my checking account, since I was enrolled in auto-pay. I was still being charged the full monthly amount, so I called back in April, and they said they had not received my cancellation letter. I then proceeded to fax it again, and send an emailed copy. I requested that they confirm that they receive it. They did not confirm, so I asked again via email if they received my cancellation letter. I finally got a response in May that yes, they did receive it. So, I thought that was the end. Mind you, we moved out of the house that we had the service for back in January of 2015. I then received a letter in the mail in August of 2015 stating that they were unable to contact us, and they were worried that there was a problem with our monitoring service. I thought our contract was cancelled, so I was confused as to why we would receive this letter. I attempted to call customer service again in August. I explained my situation, was put on hold, transferred, disconnected, called back, put on hold again, transferred again, disconnected again. After over an hour of this I hung up. I called again in September of 2015 and the same thing happened. After over an hour again, I finally got in contact with someone who could help me. She said I would have to pay the rest of the contract, which was now only about $50 (not half price like I was quoted) if I wanted to finish out the contract and cancel. I did that, so I could be done. I'm hoping it's actually cancelled this time. To sum it all up, I have tried numerous times to discontinue my service with this company. Whenever I would enquire why my service was not discontinued, there would always be something else, or something they said they did not receive. I've had to jump through hoops to discontinue my service, numerous times. I started this process in July of 2014. I understand I needed to continue my contract until the end of October of 2014, but they automatically renewed my contract in November of 2014, when I thought they had everything they needed to discontinue service. When I inquired about it again in Feb 2015, there were still things I needed to do, then again in March 2015, then in April 2015, then in August and Sept 2015. I never even received the 50% discount like they promised. I feel this company has been very unethical in my dealing, and tried to drag out their contract services. They forced me into another year of contract, which was $50 per month for 12 months ($600 total). I feel I should get that money back, and they should actually disconnect my service this time.
Final Business Response /* (4000, 9, 2015/09/24) */
Account Case Number: #XXXXXXXX
Customer: [redacted] L. [redacted]

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

* SAFE Security did honor Mrs. [redacted]'s request to cancel.

* On September 8th, 2015 a cancellation request was submitted for account #XXXXXXX by SAFE Security along with all monitoring and billing of the account.

*The contract on file show that customer signed the contract on 05/28/2010.

* SAFE Security records show that Mrs. [redacted] did not return the message left requesting a call back on 07/03/2014. The next call SAFE received from Mrs. [redacted] was on 02/03/2015 when customer was quoted terms and instructed to send in cancellation letter.

* SAFE Security cancellation letter on 04/23/2015.

* SAFE Security spoke with Mrs. [redacted] regarding the request to cancel on 09/08/2015 and explained the terms and customer agreed.

* After reviewing the calls with customer and calls placed to customer SAFE has followed the terms of the contract and released the customer prior to the end of those terms.

* SAFE Security will not honor customers request to refund the $600.00 requested .

We stand by our original decision. We have accepted the Revdex.com complaint as the written notice of cancellation. The autopay has been deactivated, no further payments are required and no refunds will be given.

SAFE Security has honored the request of Ingenuity IEQ to cancel services and the account reflects a zero balance.

Initial Business Response /* (1000, 5, 2015/10/09) */
Account Case Number: #XXXXXXXX
Customer: SAFE ACQUISITIONS DEPT

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

* As of 10/09/2015 SAFE has been unable to locate a contract for the above account number....



* SAFE Security has no contract to cancel.

* SAFE Security goal is to resolve your concern in a timely matter.

Date: July 1, [redacted]
 
Revdex.com Response: [redacted] – Case# [redacted]
 
Re: [redacted] – Customer # [redacted]
 
 
* On 02/22/**, SAFF Security received a cancellation letter.
 
* No additional monies are due from the customer.
 
* The account has been...

cancelled.
 
 
 
Thank you.
 
Patricia Pontiflét
Collection Manager
Safe Security
Tel: 1800-669-7779

Initial Business Response /* (1000, 5, 2015/12/03) */
SAFE Security is responding to your Revdex.com complaint dated 11/23/15.
SAFE Security has reviewed your account in reference to the disputed invoice dated 7/22/15, invoice# XXXXXXXX in the amount of $455.00.
The customer does not owe this...

invoice.
A credit has been submitted on your account for this invoice.
Please disregard any delinquent notices that you may receive regarding this invoice.
SAFE Security apologies for any inconvenience regarding this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been with Safe Security more than 25 years communication was lacking on their part. I accept this apology and the credit on my account. No past due bill

RE: Complaint ID-[redacted] Safe Security will send a letter to provide Transunion to [redacted] Hardin at the following address:
[redacted]

[redacted] 8, [redacted]
 
Re:               Case# [redacted]
    
Customer:     [redacted]...


                  
                  [redacted]
                                         
                    [redacted]
           
 
 
[redacted],
 
 
Thank you for bringing this matter to our attention.  We were unable to locate an account in our database by name, address or phone
 
number for [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

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.
Good Evening,
 
I’m writing to inform you Safe Security and I have resolved this issue.  I did take option 1 and paid [redacted] in order to cancel services. Please cancel Compliant [redacted].  [redacted] received the termination request and processed my final payment and ensured me that everything was good to go. [redacted] did a great job. 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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/05/29) */
Customer: [redacted]

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

The existing contract for [redacted] is from Pinnacle Security for 39months with the expiration date of May 2015. Per notes on...

the account that date back to September 2012, the only request made to cancel the services was done via phone call to Safe Security on May 18, 2015. At that time, the customer was informed of the contract terms he signed and agreed to on December 20, 2011. In the contract the customer signed, it states "This Agreement shall automatically renew for successive twelve (12) month renewal terms unless cancelled by you no less than 30days prior to the end of the then current term by sending written notice (via mail or fax) to us at the address or to the fax number listed above".

Safe Security received the written notice of cancellation on 05/20/15 from Mr. [redacted]. Since the letter was not received 30days prior, the contract renewed for an additional year which would be May 2016. This renewal term again is part of the contract Mr. [redacted] agreed to when he signed the original agreement on December 20, 2011. Mr. [redacted] was informed that the amount he would have to pay to cancel service prior to completing the contractual term would be $449.91. Safe Security offered to work with the customer and allow him to pay only 25% of the remaining balance which was $112.00. Mr. [redacted] agreed to make this final payment in order to cancel services prior to the contractual term completing. This amount is non-refundable because it is a valid charge based on the contract terms Mr. [redacted] signed and agreed to on December 20,2011. No refund will be given and the account is pending cancellation.

SAFE Security goal is to resolve your concern in a timely matter.

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