Aero Completions LLC

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]

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].

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.

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...

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

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, 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

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]

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, 2015/09/15) */
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 .

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]

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.

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

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]

The alarm account of [redacted] with SAFE Security is cancelled.  No further action will be required.

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

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

Initial Business Response /* (1000, 5, 2015/05/12) */
In regards to customer XXXXXXX, our record indicates the following:

Contract Terms: 06/14/2007, 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.

After carefully reviewing all documentation in Mr. [redacted] file we SAFE Security has sent your account to an offsite collection agency for non-payment.
SAFE Security did not receive a written notification for cancellation from Mr. [redacted]. Without a written documentation requesting to cancel the account will remain open.
SAFE Security has forward your account to collections and will continue to make collections efforts for the remaining balance.


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

Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
SAFE Security was called about canceling the service back in the fall of 2014, but did not. I will send a written notice about cancelation if they want one. However, given the ease of confirming identity over the phone, this is simply an impediment to quickly canceling service. I will send you a copy of that letter before the 27th.
There remains the outstanding issue that they have never written about doing a checkup on the alarm system or servicing it to ensure that it was working properly. It has never worked properly and about two years ago, it simply stopped working. And given the fact that they are charging for "service" for a system that has not worked, and one that they did not service or make an attempt to service, makes it robbery. I stand by that statement. Asking for payment for a service they are not properly providing is wrong. How can they do that?
In their response, they do not address this problem. Why?
Again, I am a senior citizen on a fixed income and have many medical bills. My wife was recently diagnosed with breast cancer. I cannot afford to pay for a service that does not do what they say it does. What they are doing is unconscionable and unethical.
Kind regards,
[redacted]
Final Business Response /* (4000, 9, 2015/05/27) */
In regards to customer XXXXXXX, our record indicates the following:

Contract Terms: 06/14/2007, 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.

After carefully reviewing all documentation in Mr. [redacted] file we SAFE Security has sent your account to an offsite collection agency for non-payment. The account is Closed.
SAFE Security has forward your account to collections and will continue to make collections efforts for the remaining balance.
If you would like to contact the outside collection agency please call X- XXX- XXX-XXXX.

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]
Escalation Premier Department

Final Consumer Response /* (4200, 13, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To you the Revdex.com and to Safe Security,
I am glad the account has been closed, but to send this account to a collection agency is unconscionable. I refuse to pay standing on the ground of common sense. How can I pay for something that never worked properly?
Again, how can I be charge for a service that has not worked? They NEVER made an effort or even made a check to see if the service was working. It is unreasonable and cold and ROBBERY for them to do this.
They may not believe that I am a senior citizen living on a fixed income and the fact that my wife HAS BREAST CANCER. I am and she is sick. We have been married for 43 years and I have never left her side and at this moment in time, I need to dedicate all my time, energy and money to her care.
I WILL NOT GIVE my money to a company when my wife's life is in question. For this company to ruthlessly, blindly and unethically pursue payment and then send my money to a collection agency simply shows that do not care about people. They don't care about their business either. If they took care of their customers, this would not be happening.
I will not pay and ask that they cancel what they charge and remove my name from the collection list. I need my money for the care of my wife. Insurance does not cover all the cost of care for the sick.
[redacted]