Aero Completions LLC

The customer was advised that the contract is in terms until June [redacted].  In order to fulfill the terms of the agreement, a written cancellation notice need to be submitted to SAFE Security with a final payment of $[redacted].  The customer is not due any refunds or credits.

SAFE Security has refunded the amount of $[redacted] and $[redacted] to the customer’s [redacted] credit card.  We have spoken with [redacted] and provided the reference numbers of each credit transaction.  The [redacted] card has been deactivated.

June 7,[redacted]
Re:  Acoount #[redacted]
 
Dear [redacted],
 
We have carefully reviewed all notations, documentation as well as the contract associated with your SAFE Security account.
 
We stand by our decision to hold you to the terms of the contract which the renewal terms are through February [redacted].
 
If you would like to cancel the alarm service, pleases submit a written cancellation letter including your signature along with a final payment of $[redacted].
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 5:00 pm, Pacific Time.
 
Sincerly,
SAFE Security
PO Box 5164
San Ramon, CA  94583

Initial Business Response /* (1000, 5, 2015/10/23) */
Re: Account #XXXXXXX
[redacted] E. [redacted] Avenue
[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.
We have reviewed all notations, conversations and correspondence reflective of the account history and have never received a cancellation requests until this point, therefore we are unable to process a refund due to the terms and conditions of the contract. We are in receipt of the customer's complaint received 10/14/2015 and therefore we 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TWIMC:
I expect to be cleared of any future charges including being sent to the Credit Bureau as this company still seems to think I had a contract with them? They acquired my account because the prior company filed bankruptcy, and assumed I was under contract. My contract with Pinnacle had been completed since Aug. of 2012, I have my documents as proof. I feel this company owes my money for not monitoring my home as they should have. They had no idea that the equipment had been removed therefore they couldn't of been monitoring my home..
Thank you
[redacted] M [redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/11/05) */
Re: Account #XXXXXXX
[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.
We have reviewed all notations, conversations and correspondence reflective of the account history and have never received a cancellation requests until this point, therefore we are unable to process a refund due to the terms and conditions of the contract. We are in receipt of the customer's complaint received 11/2/2015 and are confirming that this account has been cancelled and there will be no future charges including being sent to the credit bureau.
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.

Complaint: [redacted]I am rejecting this response because: this is unacceptable, they will repay us the full amount that was debited from our account or I will pursue this issue further. They have NOT supplied documentation stating only one year can be refunded.Sincerely,[redacted]

The customer’s account with SAFE Security has been cancelled.  The account balance is $0 and the customer will no longer receive billing correspondence from us.

September 13, [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.
 
* SAFE Security will honor Mr. [redacted]’s request to cancel. SAFE Security will cancel this account effective immediately.
 
* SAFE Security has deactivated the autopay and no further payments are required.
 
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 6:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583

Timeline of events: On July 19, I was provided a proposal of resolution from the business stating the following: We have decided to release **. [redacted] from the terms of the contract. **. [redacted] will need to return all equipment that has been sent to him from SAFE Security. We will provide customer call tags for the equipment in which they are to be used in the return of the equipment at no cost to **. [redacted] When the equipment has been received, the alarm account will be cancelled at a zero balance without requiring anything additional from **. [redacted]. After reviewing the proposal, on July 19th I accepted their resolution proposal with the following response, noting the actions that I would be taking in returning the equipment. 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 have received the [redacted] Call tag to be used in returning the equipment. I want to make sure that I am returning all the necessary equipment. Below is a listing of the parts that I have that I believe had been installed which can be returned without removing anything that is connected to the main system. Two (2) 5828 Wireless Keypad One (1) AC Adapter Four (4) 5853 Wireless glass break detector Two (2) 5800PIR-RES wireless motion sensor These are the only parts that I am in possession of that are not in some way attached to the main alarm unit. I do not know what to look for in regards to other parts that might need to be included, but would be willing to walk through with a service technician and identify / uninstall any other parts that SAFE Security would like to have returned. I will not uninstall any actual parts which are connected to the main system without the assistance of a trained person for fear of damaging my property or self. I allowed a few days for them to respond to any of the questions that I had listed. Upon not hearing anything, I shipped the equipment listed above via [redacted] on July 23rd. The [redacted] shipment had a tracking number, and I was able to see that the items were delivered and accepted on July 27th at 1:04pm by JOSHI. I waited a few days and had not heard any progress. On August 2nd, I attempted to contact the business to find out the status of this resolution and the person I spoke to said I had to go through the cancellation department (which was unavailable at the time). I attempted again to contact the business on August 5th. I was unable to find anyone familiar with this situation, and the customer support rep told me that I still have a contract. I was told that I would be transferred to the cancellation department but after waiting for 15 minutes on hold I was disconnected once I reached them. I tried again on August 6th, was again told that I have a contract and needed to talk to the cancellation department, who again was unavailable because it was Saturday. I have received an automatic payment notification of a bill to be paid later this month, which I have now cancelled and I will not be paying because they have not fulfilled their end of the resolution agreement yet. I would expect that once the account has been terminated, any automatic payments will also cease as well. Requested help. I just want to know what the status of this matter is and to have our account terminated as stated in the agreement. I agreed to return the listed equipment, which I completed, and in return they agreed to: "When the equipment has been received, the alarm account will be cancelled at a zero balance without requiring anything additional from **. [redacted]." Please let me know if you need any other information, or if there is a direct person that I need to contact I can do that too. I just would like to have this fully resolved. I can be reached via email ([redacted]) or via cell phone[redacted]) at any time. Thank you again for taking my call this afternoon and for your help in this whole matter.

Complaint: [redacted]I am rejecting this response because they have not acknowledged the fact that they do not provide notice to customers when their contracts renew.  They also continue to hold onto the fact that they acquired this contract from a prior vendor and they retained the prior terms...not accepting any responsibility to update the contract to whatever Safe's policies are.  Hiding behind the terms of a contract that they acquired 8 years ago is not an acceptable way to work.
 
In addition, whatever "discount" they are offering makes no sense and didn't at the time.  The contract runs until [redacted].  I stopped payment as of [redacted].  This leaves 4 remaining months...[redacted].  The total for these months is approx $[redacted], which is the portion that I am not paying as I have not utilized their service since [redacted].  If this is their "discount", then I think we are "good" and SAFE should close my account and require no further payment.
 
In closing, you can see that they also say they haven't received notification, although I sent it to their PO BoX that was required since they would not accept cancellation over the phone, or online.
 
 I find this company highly untrustworthy in that it hides behind 8 year old acquired contracts, does not allow customers the opportunity to "opt out" unless they send notification to a PO Box, and then says they didn't receive the cancellation when I sent it to the very address they required.  
Sincerely,[redacted]

September 21, [redacted]
 
Re: Account#[redacted]
Complaint# [redacted]
 
We are in receipt of the written complaint regarding account #[redacted] have listed our response below to address the statements within the complaint and provided our
resolution.
* SAFE Security has honored [redacted]...

[redacted] request to cancel services and the account reflects a zero balance.
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 is working on an amicable resolution with the customer.  We have reached out to our third party Dealer Network Provider – [redacted] for status.  We will ensure the commitments that were made by [redacted] are met and the customer is satisfied.

Date:   [redacted], [redacted]
Revdex.com Response:  [redacted] – Case# [redacted]
 
Re:  [redacted]– Customer # [redacted]
 
Original Contract Terms:[redacted], 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. Initial Contract term expired on[redacted]. 
·         On [redacted], SAFE Security received a cancellation letter from the customer.
·         A cancellation letter needed to be received by [redacted], 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 renewed for 1 year with a new expiration date of [redacted].
·         On [redacted], SAFE Security employee Jordan, returned the customer’s call at the number listed on file, but was not able to leave a message as there was no voicemail box set up.  He also called the cell# listed on file for the customer.  He received a voicemail and left a message.
·         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.
·         The account has been submitted for cancellation.
·         Please be advised that you may continue to receive invoices as it may take up to two billing cycles to complete the cancellation process.

June 3, 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:
 
* SAFE Security will honor [redacted] request to cancel. SAFE Security will cancel this account effective immediately.
 
* SAFE Security will not require any further payments and the account will reflect a zero balance.
 
* 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 (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, 2015/11/28) */
SAFE Security does not have a sales team in [redacted], but we do acquire contracts from security companies in [redacted]. Prior to acquiring the contract, we contacted Ms. [redacted] and she confirmed she was a satisfied customer. We were unaware of any...

issues at the time the account was transfered to SAFE.
In order to cancel security, SAFE typically requires written documentation from the contract signer. When Ms. [redacted]'s daughter contacted us requesting to cancel, we provided options to cancel the security without having something in writing from Ms. [redacted]. To date, we have not received verbal or written confirmation from Ms. [redacted] confirming she does not want security, documentation confirming Ms. [redacted] moved or documentation authorizing her daughter to cancel Ms. [redacted]'s security.
Based on all information received, as an exception, SAFE has decided to transfer the contract baack to the originating security company without the requested documentation. We are in the process of canceling the billing.

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 acquired the contract from [redacted] in which [redacted] 3year term had and an automatic annual renewal clause that renews every [redacted].  This agreement will not expire until [redacted].  After speaking with the customer, we offered to discount the remaining balance...

down to $[redacted].  Since we have not received a written notice of cancellation from the customer, SAFE Security will accept this Revdex.com complaint in place of it.  In order to fulfill the terms of the agreement, the final payment of $[redacted] must be paid to SAFE Security.

Complaint ID # [redacted]
 
  We acquiered the contract. [redacted] does not monitor, they provide an app to access in arming and disarming your system and the log of the alarm history. Safe Security monitors all of the alarm signals.
 
 Your contract terms are the following: The initial term of 36 months, effective December 8, 2016, with monthly renewals after the end of the initial term. In order to cancel your agreement you are required to send in a cancellation letter 30 days before the initial or a renewal term. We have received your cancellation letter, although the term has not concluded therefore you have a balance of contract that is remaining in the amount of $685.30. Upon receipt of the final balance Safe Security will cancel your alarm services agreement.

SAFE Security is responding to the Revdex.com complaint submitted by customer [redacted] in [redacted].
Contract Terms: 04/16/**, 60 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.
"              Please be advised the account was cancelled in [redacted].
Thank you.
Patricia Pontiflét
Collection Manager
Safe Security
Tel: 1800-669-7779

[redacted]
 
 
Re: Account # [redacted]
 
 
Mr. [redacted] and SAFE Security agreed upon the refund amount of $[redacted] which was sent and received by the customer.
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 6:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
[redacted]

The customer signed a new 3 year agreement in November [redacted] in which he agreed to pay $[redacted] for in the installation of new equipment.  As of April 21, [redacted], a tech was on site at the customer’s residence and service was performed to the alarm equipment and the original issue was...

resolved.  On this day, new equipment was installed and other equipment was replaced.  SAFE Security is currently working on an amicable resolution with the customer.