Aero Completions LLC

Complaint:[redacted]I am rejecting this response because:
I very simple terms, this company is lying.  It is easy to quote some terms from some 11 year old contract from a different company.  The simple facts are that I sent this company a letter 3 years ago.  I obviously have no clue what they did with it.  By their records, I called them on April 29, [redacted].  They told me they needed a letter.  I sat down and wrote a letter within a few minutes.  No big deal and I had no reason not to.  To whom it may concern..................., put a stamp on it and mail it.  Problem over move on.  I didn't notice until two years later that they were still taking money out of my account. 
I called them again, by their records on April 11, [redacted].  Clearly there was a problem and you would expect that someone at a civilized company would have been willing to work with me.  I knew for a fact that I sent the letter.  I also willing accepted that I should have noticed the problem before they had taken an additional $[redacted] out of my account.  I did not ask for my money back.  All I asked for was them to stop.  They would not accept in any way that maybe it was their fault they couldn't find a letter.  What I got was attitude from a supervisor who said that I should have followed up on the letter.  OK, a thousand dollar mistake.  Stop it and lets move on.  Still attitude.
They surely have records that show there was no activity from that account.  No alarms, no activations, nothing.  Most of that time we did not even have the landline telephone.  Now they want an additional $[redacted].  Proof that they are lying is from recent contact.  I have talked to the same lady 4 times in the last week.  Each time she has promised that a supervisor would call.  No calls,  She also promised to send me a copy of the contract.  None received.  This company has clearly taken $[redacted] out of my pocket for no reason and is not satisfied.  It wants $[redacted] more that it knows it did not deserve or earn.  I know you cannot be a trier of fact but please let me explanation stand.
 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/10/13) */
Account Number: #XXXXXXX
Customer: [redacted]

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


* On July 12, 2008 [redacted] signed a contract with Siren Security Alarm LLC, for the...

initial term of 60 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.

* Mr. [redacted] called SAFE Security on 09/16/2015 stated he wanted to cancel service and did not want to transfer to a new location. Mr. [redacted] was then informed of the existing annual renewal of the contract that is on file. Mr. [redacted] was also advised the contract will expire in July 2016.

* Mr. [redacted] stated he did not want to pay for a service that he would not be using. At that point, Mr. [redacted] was advised of all options: Transfer of service (customer declined), advise New Home Owner can put account into their names which would cancel his contract terms with Safe Security (customer declined) and the final option would be to pay through the end of the existing terms of the contract (customer declined).

* SAFE Security offered a copy of the contract in which Mr. [redacted] and his wife signed agreeing to the terms and conditions. Mr. [redacted] requested the copy of the contract be emailed to: [redacted]@gmail.com. A copy of the contract was emailed to Mr. [redacted] on 09/16/15. Mr. [redacted] was also advised to send in a cancellation letter with his signature which is also needed in order to cancel the account. Mr. [redacted] scanned and emailed the cancellation letter to Safe Security and it was received on 09/17/15.

* After reviewing Mr. [redacted] file and account our records show Mr. [redacted] is responsible to pay the remaining balance of the contract terms through July 2016. As of today, the balance of the contract is $397.83.

* 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.

Initial Business Response /* (1000, 5, 2016/01/21) */
We are in receipt of the written complaint regarding account #XXXXXXX and have listed our response below to address the statements within the complaint.
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 have not received a cancellation on this account. Can you please mail a cancellation letter and we can accept your two months of payment?
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

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]

SAFE Security has attempted to schedule an appointment for a technician to go to the customer’s home but [redacted] declined the offer. [redacted] is in a 3year contract that was signed in [redacted] and will expire in [redacted].  In order to fulfill the terms of the agreement,...

[redacted] would have had to submit a **day signed written notice of cancellation and pay the remaining balance on her account.  As a one-time exception, 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 no refunds will be given.

We stand by our decision to hold [redacted] to the terms of the contract. If she would like to cancel the alarm service, the past due amount of $[redacted] would need to be paid which would fulfill the terms of the agreement through [redacted].

Initial Business Response /* (1000, 5, 2015/08/05) */
Revdex.com Response:
Good Afternoon,
Account Number: #XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
· On February 6, 2014 [redacted] signed a contract with SAFE Security Alarm...

LLC, for the initial term of 36 months. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
· Mrs. [redacted] initial contract terms end 2/6/2016. Mrs. [redacted] authorize SAFE Security to debit her account on a monthly occurrences.
· SAFE Security apologize for any inconvenience. After reviewing Mrs. [redacted] account SAFE Security has corrected the problem and will bill Mrs. [redacted] for the service call requested.
· We value you as a SAFE Security customer. We appreciate your business and look forward to working with you.
· 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

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]

A check was mailed to the customer in [redacted] and it was returned as “undeliverable – wrong address”.  A call was placed to [redacted] today and the address was confirmed to be correct.  Check is being resent today.

Complaint: [redacted]I am rejecting this response because:
I just sent a copy of the 3/21/** email with an attached handwritten letter both stating that I was canceling the contract as per the agreement with Lemont from their company.
Until I received notice from Safe Security that this matter is closed and I owe NOTHING this matter will remain open. As stated before I complied with all of their requests to cancel this contract and at least 2 other occasions.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/07/28) */
Account Number: #XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
· On March 26, 2014 [redacted] signed a contract with SAFE Security Alarm LLC, for the initial term of 36...

months. This agreement automatically renews for successive one (1) year to 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 will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of the initial contract terms in the amount of $2,118.00.
· As of 7/27/2015 SAFE Security has not received the cancellation letter from Mrs. [redacted].
· If Mrs. [redacted] does not comply with the balance of contract, she can continue to make payments of $64.90 including sale tax until March 26, 2017.
· After carefully reviewing all documentation in your file, SAFE Security has made the decision to hold Mrs. [redacted] accountable for the remaining balance of $2,118.00.
· If you would like a copy of your contract on file please let us know.
· 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]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to pay the current account balance of $236.20. I do not want to remain with this company as a customer due to the lack of adequate service (both in customer service and safety).
I will not pay over $2000.00 and bullied into a remaining contract from a company that does not take of its customers.

[redacted] 28, [redacted]
 
 
 
Re:    Account #:     [redacted]
         Complaint#    [redacted]
    ...

    Customer:       [redacted]
 
 
 
We are in receipt of the written complaint regarding account [redacted] and have carefully reviewed all notations, documentation as well as the contract associated to this SAFE Security account. 
 
This account was created through our third party Dealer Network Provider – [redacted]. We will return the account to the original seller and [redacted] will have no further obligation to SAFE Security.
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:30 AM to 4:30 PM, Pacific Standard Time.
 
 
Sincerely,
 
 
Althena Peet
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].  I will accept this, but I have been told that our account has...

been cancelled before by them and still we continued to receive billing notices.  
If we continue to receive notices, how do I reopen my complaint with the Revdex.com?
Sincerely, [redacted]

Date:   July 21, [redacted]
 
Revdex.com Response:  [redacted] – Customer # [redacted]
 
Original Contract Terms: 09/07, 36 months, auto renewal for successive 1year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires...

9/30/**.
 
Your account has been reviewed and the following determination has been made:
 
 
On 12/22/**, Customer called SAFE Security and stated that the alarm was not working. 
 
On 12/28/**, a service technician was at the customer’s home and called Dealer Support. The technician called Dealer Support and received a voicemail.  The customer overheard this, got upset and requested the technician to leave.
 
On 1/31/**, Customer contacted SAFE Security and stated that they did not want the same service technician to come back to their home. 
 
On 2/14/**, the service technician called SAFE Security to advise the customer needed a 3g panel upgrade and sensor batteries.
 
On 2/14/**, SAFE Security attempted to contact the customer to give a quote for the new equipment that was needed. Customer did not answer and voicemail was left.
 
The issue with alarm panel not communicating was not due to a fault of SAFE Security, but in fact that the customer needed new equipment.  This was identified by the technician and SAFE Security did attempt to contact the customer to schedule a service call to have new equipment installed, but SAFE Security was not able to reach the customer.
 
Our records do not indicate that a written cancellation was received from the customer. However, as a courtesy, 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 December [redacted] payment of $[redacted] will remain on the account.  The January [redacted] payment of $[redacted] in question that was attempted to be made on 1/28/** was returned due to “Payment Stopped”.   No refund will be issued to 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.
 
 
Thank you.

Initial Business Response /* (1000, 5, 2015/08/12) */
Date: August 10, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security agreement from Pinnacle Security Inc. on 3/8/13.
Contract Terms: 06/2010, 42...

months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 15 days prior to end of the contract term.
Per the contract terms, in order to cancel service, the customer must send a written notice of cancellation. Verbal cancellations by phone are not accepted.
Please see attached security agreement Page 1, Paragraph 2 Certain Terms and Conditions, Section 2.3, Sentence 2:
This agreement shall automatically renew for successive 1 year renewal terms unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
SAFE Security is not liable for contacting customers to remind them to send notice of cancellations.
As a courtesy, SAFE Security does attempt to contact customers via collection letters and telephone calls when a customer account is past due. SAFE Security made these attempts, however SAFE Security did not receive a response from the customer.
As of today, SAFE Security does not have a cancellation letter on file from the customer.
The account was cancelled for non-payment and submitted to Hillcrest, Davidson and Associates collection agency for further collection efforts.
To resolve this issue, Hillcrest, Davidson and Associates will need to receive the balance of contract payment in the amount of $601.66. Once the payment is received, the account will be closed.
Until the balance of contract payment is sent to Hillcrest, Davidson and Associates, the customer will be held to the contract terms.
Please be advised that the account will not be removed from the customer's credit report, even after the balance of contract payment is received, as the customer signed a security agreement that she acknowledge the terms and conditions of the security agreement.
Thank you.
[redacted]
Collection Manager
Safe Security
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received one single bill or written communication regarding an outstanding balance. Do you have proof of this? Had I received a bill, I would have immediately rectified the miscommunication. I sent written notice as per the terms of the contract, yet they state there's none on file. At this point it's my word against theirs. There was never a message left on my voicemail that indicated I had an outstanding balance due either. It's unacceptable that this company would not send any bills or written communication for an entire year regarding this matter. The collection company stated they sent 1 written response, with no information on it other than to call them. Therefore I had no clue what it was regarding. Even that written communication from the collection agency wasn't until October, several months after the account was supposed to be closed. The fact that there was no official communication regarding this apparent "outstanding bill" is dishonest and fraudulent.
Final Business Response /* (4000, 9, 2015/08/24) */
Date: August 21, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal dated 8/15/15.
SAFE Security made numerous attempts to contact the customer and messages were left at telephone number XXX-XXX-XXXX on the dates of 1/8/14, 1/9/14, 1/15/14, 1/16/14, 1/23/14, 1/24/14, 1/30/14, 4/17/14, 4.23/14 and 4/28/14. This telephone number was provided on the contract agreement.
In addition, collection letters were sent to the address of [redacted], XXXXX on the dates of 12/29/13, 1/8/14, 2/7/14, 3/9/14 and 4/7/14. Customer did not respond to any of the messages left or collection letters. In addition, SAFE Security did not receive return mail on the account.
SAFE Security did their due diligence in trying to reach the customer regarding the balance due prior to sending the account to the collection agency.
SAFE Security stands by its original Revdex.com response sent on August 10, 2015.
SAFE Security acquired the security agreement from Pinnacle Security Inc. on 3/8/13.
Contract Terms: 06/2010, 42 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 15 days prior to end of the contract term.
Per the contract terms, in order to cancel service, the customer must send a written notice of cancellation. Verbal cancellations by phone are not accepted.
Please see attached security agreement Page 1, Paragraph 2 Certain Terms and Conditions, Section 2.3, Sentence 2:
This agreement shall automatically renew for successive 1 year renewal terms unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
SAFE Security is not liable for contacting customers to remind them to send notice of cancellations.
As a courtesy, SAFE Security does attempt to contact customers via collection letters and telephone calls when a customer account is past due. SAFE Security made these attempts, however SAFE Security did not receive a response from the customer.
As of today, SAFE Security does not have a cancellation letter on file from the customer.
The account was cancelled for non-payment and submitted to Hillcrest, Davidson and Associates collection agency for further collection efforts.
To resolve this issue, Hillcrest, Davidson and Associates will need to receive the balance of contract payment in the amount of $601.66. Once the payment is received, the account will be closed.
Until the balance of contract payment is sent to Hillcrest, Davidson and Associates, the customer will be held to the contract terms.
Please be advised that the account will not be removed from the customer's credit report, even after the balance of contract payment is received, as the customer signed a security agreement that she acknowledge the terms and conditions of the security agreement.

Complaint:[redacted]I am rejecting this response because:
I appreciate the update, but I will keep this complaint open until [redacted] removes the hard inquiry.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]

We stand by our decision to hold the customer to the terms of the contract. In order to cancel service, $[redacted] would need to be paid in order to fulfill the terms of the agreement. We are sending a copy of the contract to the customer.

We stand by our decision to hold [redacted] to the terms of the contract which the renewal terms are through [redacted]. We have also emailed [redacted] a copy of the contract that show it contains an automatic renewal clause.
 
If he would like to cancel the alarm service, please submit the final payment of $[redacted].

Complaint:[redacted]I am rejecting this response because:
You cashed a check on March 7...which is for April payment!!!!  You are thieves!!!  
Sincerely,[redacted]