Aero Completions LLC

Complaint: [redacted]I am rejecting this response because: I am not in doubt that the contract has a year to year re-sign up clause. what I am complaining about is that your representative, at the time of the contract, misrepresented Safe by telling me I could opt out anytime after the initial three year contract by giving a thirty day notice. I advised Safe at the time of my complaint to stop taking money out of my checking account  monthly, that I would pay them month to month until this claim is settled. I am still formally complaining of misrepresentation by your agent. It is my bad that I missed your automatic clause when I first signed up. Your agent should bring that to the attention of the consumer at the time of the contract....not cover it up by stating you can opt out by giving a thirty day notice, or at the very least tell them the thirty days must be before your initial contract expires. You can take this as the notice of intent to stop your services....even if it is at the end of my forces year extension. Sincerely,[redacted]

Complaint: [redacted] I am rejecting this response because:  I have never received any instructions for testing the alarm system.  Show me on the contract where it explains requirements of testing the system. All it says is that I have to test it. Arming the system and having the system say armed, should be enough of a consumers test.  I would like to see the monitoring report that proves you were monitoring this system.  I was paying to have my home security monitored.  My contract I signed also said that I would pay $49.99.  When Safe Security took over it raised to $52.49 with out me agreeing to the increase.  If you can not prove that my system was being monitored, I would like a full refund for the months it was not monitored.  The report below is from my online account.  It shows past history that my account was clearly being tested by Safe Security up until July 11th 2015.Sincerely,
 
 
Date
System #
Event
Zone
1
Jul 11 2015 10:43PM Saturday
RY040244
LT4 - Fail To Comm
2
Jul 10 2015 10:33PM Friday
RY040244
LT4 - Fail To Comm
3
Jul 9 2015 10:33PM Thursday
RY040244
LT4 - Fail To Comm
4
Jul 8 2015 10:23PM Wednesday
RY040244
LT4 - Fail To Comm
5
Jul 7 2015 10:23PM Tuesday
RY040244
LT4 - Fail To Comm
6
Jul 6 2015 10:13PM Monday
RY040244
LT4 - Fail To Comm
7
Jul 5 2015 10:03PM Sunday
RY040244
LT4 - Fail To Comm
8
Jul 4 2015 9:53PM Saturday
RY040244
LT4 - Fail To Comm
9
Jul 3 2015 9:43PM Friday
RY040244
LT4 - Fail To Comm
10
Jul 2 2015 9:43PM Thursday
RY040244
LT4 - Fail To Comm
11
Jul 1 2015 9:33PM Wednesday
RY040244
LT4 - Fail To Comm
12
Jun 30 2015 9:23PM Tuesday
RY040244
LT4 - Fail To Comm
13
Jun 29 2015 9:23PM Monday
RY040244
LT4 - Fail To Comm
14
Jun 28 2015 9:13PM Sunday
RY040244
LT4 - Fail To Comm
15
Jun 27 2015 9:13PM Saturday
RY040244
LT4 - Fail To Comm
16
Jun 26 2015 9:03PM Friday
RY040244
LT4 - Fail To Comm
17
Jun 24 2015 8:53PM Wednesday
RY040244
LT4 - Fail To Comm
18
Jun 23 2015 8:43PM Tuesday
RY040244
LT4 - Fail To Comm
19
Jun 22 2015 8:43PM Monday
RY040244
LT4 - Fail To Comm
20
May 20 2015 2:43AM Wednesday
RY040244
E602 - Periodic test report
21
May 10 2015 3:03PM Sunday
RY040244
R354 - Restore Failure to communicate event
22
May 9 2015 1:53PM Saturday
RY040244
LT4 - Fail To Comm
23
Apr 20 2015 2:42AM Monday
RY040244
E602 - Periodic test report
24
Mar 28 2015 6:33PM Saturday
RY040244
R354 - Restore Failure to communicate event
25
Mar 28 2015 11:03AM Saturday
RY040244
LT4 - Fail To Comm
26
Mar 27 2015 11:03AM Friday
RY040244
LT4 - Fail To Comm
27
Mar 26 2015 11:03AM Thursday
RY040244
LT4 - Fail To Comm
28
Mar 25 2015 11:03AM Wednesday
RY040244
LT4 - Fail To Comm
29
Mar 24 2015 11:03AM Tuesday
RY040244
LT4 - Fail To Comm
30
Mar 23 2015 11:03AM Monday
RY040244
LT4 - Fail To Comm
31
Mar 22 2015 11:03AM Sunday
RY040244
LT4 - Fail To Comm
32
Mar 21 2015 2:42AM Saturday
RY040244
E602 - Periodic test report
33
Feb 10 2015 6:33PM Tuesday
RY040244
R354 - Restore Failure to communicate event
34
Feb 10 2015 11:13AM Tuesday
RY040244
LT4 - Fail To Comm
35
Feb 9 2015 11:13AM Monday
RY040244
LT4 - Fail To Comm
36
Jan 19 2015 2:42AM Monday
RY040244
E602 - Periodic test report
37
Dec 20 2014 2:41AM Saturday
RY040244
E602 - Periodic test report
38
Nov 20 2014 2:41AM Thursday
RY040244
E602 - Periodic test report
39
Oct 8 2014 2:42AM Wednesday
RY040244
E602 - Periodic test report
40
Sep 8 2014 2:41AM Monday
RY040244
E602 - Periodic test report
Date
System #
Event
Zone
41
Jul 12 2014 2:41AM Saturday
RY040244
E602 - Periodic test report
42
May 23 2014 12:43PM Friday
RY040244
*N - Cancel
43
May 23 2014 12:43PM Friday
RY040244
2000 - Restore Perimeter
Garage Door 2
44
May 23 2014 7:22AM Friday
RY040244
BA - Burglary Alarm
Garage Door 2
45
May 20 2014 6:47AM Tuesday
RY040244
*N - Cancel
46
May 20 2014 6:47AM Tuesday
RY040244
2000 - Restore Perimeter
Garage Door 2
47
May 20 2014 6:47AM Tuesday
RY040244
BA - Burglary Alarm
Garage Door 2
48
May 17 2014 2:41AM Saturday
RY040244
E602 - Periodic test report
49
Apr 25 2014 7:06PM Friday
RY040244
*N - Cancel
50
Apr 25 2014 7:06PM Friday
RY040244
2000 - Restore Entry/Exit
Front Door
51
Apr 25 2014 7:06PM Friday
RY040244
BA - Burglary Alarm
Front Door
52
Apr 16 2014 2:57AM Wednesday
RY040244
E602 - Periodic test report
53
Mar 17 2014 2:39AM Monday
RY040244
E602 - Periodic test report
54
Feb 14 2014 2:40AM Friday
RY040244
E602 - Periodic test report
55
Jan 15 2014 2:43AM Wednesday
RY040244
E602 - Periodic test report
56
Nov 20 2013 4:36PM Wednesday
RY040244
*N - Cancel
57
Nov 20 2013 4:33PM Wednesday
RY040244
BA - Burglary Alarm
Garage Door
58
Nov 16 2013 2:38AM Saturday
RY040244
E602 - Periodic test report
59
Oct 17 2013 2:39AM Thursday
RY040244
E602 - Periodic test report
60
Sep 17 2013 2:40AM Tuesday
RY040244
E602 - Periodic test report
61
Aug 18 2013 2:40AM Sunday
RY040244
E602 - Periodic test report
62
Jul 19 2013 2:39AM Friday
RY040244
E602 - Periodic test report
63
May 24 2013 2:38AM Friday
RY040244
E602 - Periodic test report
64
Apr 24 2013 2:39AM Wednesday
RY040244
E602 - Periodic test report
Stoney [redacted]

Date: June 20, [redacted]
 
Revdex.com Response: Matt Sader – Case#[redacted]
 
Re: Matt Sader – Customer #[redacted]
 
 
* Verbal cancellations are not accepted per the contract security agreement. Cancellation requests must be submitted in writing within 30 days prior to the term...

renewal date.
 
* The customer sent cancellation letters to SAFE Security; however the customer was informed that the cancellation letter was missing information/not in the correct format in order to be accepted. The customer was requested to send in a corrected cancellation letter.
 
* On 04/22/**, SAFF Security received a corrected/completed cancellation letter from the customer.
 
* The account has been submitted for cancellation.
 
* No additional monies are due from the customer and the account in the process of being cancelled.
 
* The cancellation process may take up two billing cycles to be completed, so please disregard invoices,/statements or letters you may receive during this period.
 
 
Thank you.
 
Patricia Pontiflét
Collection Manager
Safe Security
Tel: 1800-669-7779

June 7, 20**
 
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 filed against SAFE Security.
 
We have stated we will honor [redacted] request to cancel services and there will be no further obligations to SAFE Security.
 
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 5**4
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.  An individual from the company has informed us that the account is now truly closed.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 remain concerned for future customers of SAFE security due to their predatory cancellation practices.  I hope that Revdex.com remains vigilant in tracking negative trends.  SAFE Security: Stop "losing" things in the mail.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

SAFE Security spoke with [redacted] regarding the billing status of her account.  We advised the customer of the credits that have been applied to the account.  The customer understands the accounting is correct and all records have been updated.

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 see no attached contract or security agreement from the response email to review. I'd like to verify all the accounts that will be cancelled as this response doesn't specify and I want to be sure this is completed in its entirety once and for all. Please note that written cancellations were sent two times prior to March 31 2017. Thank you.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/24) */
Date: August 21, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 09/2010, 42 months, auto renewal 1 year s (Renewal Term) unless cancelled in writing no less than 15 days...

prior to end of the initial or renewal term. Contract expires 3/30/16.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
The customer is disputing the balance due and stating that a cancellation letter was emailed to SAFE Security.
As of today, SAFE Security has not received a cancellation letter from the customer.
In reviewing the account history, there is no account documentation of the customer calling SAFE Security to report an issue with the alarm system or discussing cancellation of service.
On 6/5//15, SAFE Security spoke with Mrs. [redacted]. She stated that she was going to make a payment through online billing. At that time, the balance due was $106.98.
On 6/22/15, SAFE Security contacted customer to advise payment had not been received. The customer stated that he would have to speak with wife and call back.
On 6/26/15, SAFE Security spoke with Mrs. [redacted] and she stated she would send the payment.
On 7/1/15 and 7/9/15, messages were left for the customer, with no response.
On 8/10//15 SAFE Security received $107.00 payment from the customer. After the payment was posted to the account, the new balance due is $106.96.
On 8/13/15, SAFE Security contacted customer and he stated that he would give the message to his wife.
On 8/14/15, SAFE Security spoke with Mrs. [redacted] and she stated that had cancelled the service. Mrs. [redacted] was advised that SAFE Security had not received a cancellation letter and that the balance on the account was still due.
Please see attached contract Section Certain Terms and Conditions, Paragraph 2.3 For Services.
NOTE: Verbal cancellations are not accepted.
To resolve this issue, the customer is requested to fax proof of the cancellation request email previously sent to SAFE Security to fax number (XXX) XXX-XXXX. The cancellation email must be dated on or before 3/15/15, in order to stop the contract agreement from auto renewal. SAFE Security will research the email and cancellation letter.
In the event it discovered that in fact the cancellation letter was received prior to 3/15/15, SAFE Security will release the customer from the contract terms and submit the account for cancellation.
If the customer cannot provide proof that the cancellation letter was emailed to SAFE Security, then the customer is responsible for the balance of contract amount $746.96.
Until such time the customer can provide proof that the cancellation letter was emailed to SAFE Security prior to 3/15/15, the customer will be held to the contract terms.

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.We have carefully reviewed all notations, documentation as well as the contract associated to SAFE account #[redacted]. We will go...

ahead and cancel the account according to the cancellation letter received as of 12/24/2015. This is the 1st cancellation letter received on the account. Therefore, SAFE will not be providing a refund in the amount of $1,600, according to the terms of the contract and according to when the cancellation letter was received for account #[redacted].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 SecurityPO [redacted]San Ramon, CA 94583

June 1, [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:
* If you would like to cancel the alarm service, please submit a written cancellation letter including your signature along with a final payment of $[redacted]
* Please be advised, SAFE Security has taken action on the complaint and will hold the customer to the terms of the contract.
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, 2015/08/31) */
Date: August 31, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 06/10, 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. Contract expired on 12/31/13.
SAFE Security acquired the security agreement from Pinnacle Security on 3/8/13.
On 5/8/2013, SAFE Security received the cancellation letter from the customer.
The customer contract agreement expired on 12/31/13. The customer was responsible for making payments through the end of the contract period.
The customer was not removed from auto pay in error.
A refund will be submitted in the amount of $999.80 for monitoring services for 1/1/2014 through 8/31/15.
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, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
By the dates on the contract this is the refund I'm due, can't ask for much more than that, I will be waiting for the refund check. I want to thank the Revdex.com in helping resolve this matter.
[redacted] C. [redacted]

Complaint: [redacted]I am rejecting this response because:
 
This is simply a response to the email I received from the Revdex.com. As of right now, I have not received a response to my last message to the company. However, I am VERY pleased with the work that this office has done on my behalf.Sincerely,[redacted]

SAFE Security spoke with [redacted] on [redacted].  At that time, we advised [redacted] of the cancellation process in which  he was required to submit a 30day signed written notice of cancellation per the terms of his contract. The written notification of cancellation has never...

been received from the customer.  SAFE Security will make an exception and 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.

Initial Business Response /* (1000, 5, 2015/07/02) */
Account Number: #XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
· On May 22, 2012 [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.
· Mr. [redacted] called SAFE Security requesting to cancel on 5/5/15. SAFE Security will honor Mr. [redacted] request to cancel. However
· SAFE Security will cancel out the account however there is a payment of 49.99 due on the account for May. Please send in your last payment to fulfill the account contract agreement.
· 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
P.O. Box 5164
2440 Camino Ramon, Ste 200
San Ramon, CA XXXXX
Tel: XXX-XXX-XXXX, ext. 4115
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept these terms and when I get paid next I will pay the final bill. Thank You.

Initial Business Response /* (1000, 5, 2015/10/01) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 08/2009, 39, auto renewal 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 LLC on 2/4/13.
In reviewing the notes on the account from Pinnacle, on 12/3/12, the account documentation states that the customer inquired when her contract was going to end and requested to cancel. There are no notes from Pinnacle that a notice of cancellation was received from the customer.
The customer stated in her Revdex.com complaint, that she still has a copy of the email that sent back on 2012 requesting to cancel her service.
As of today, SAFE Security has not received a cancellation letter from the customer.
To proceed with the customer's request to cancel service, the customer must send a signed cancellation letter to SAFE Security by either way of communication below:
Email: [redacted]@safesecurity.com (scanned copy of cancellation letter w/signature)
Fax# (XXX) XXX-XXXX
If the customer can provide proof that a cancellation letter was sent to Pinnacle prior to SAFE Security acquiring the account on 2/4/13, SAFE Security will honor the notice of cancellation and close the account with a zero balance.
Once the cancellation letter is received, SAFE Security will begin the cancellation process on the account.
If the customer does not have the cancellation dated back in 2012, customer can still submit a signed cancellation letter (with signature) and as a courtesy, SAFE Security will honor the cancellation letter and close the account.
Please be advised that it may take up two billing cycles to complete to the cancellation process. Please disregard any invoices/statements you may receive during the cancellation period.
A refund in the amount of $195.00 will not be sent to the customer. On 9/9/15, SAFE Security received a revoked authorization for this payment.
Until such the customer can provide the requested documentation, the customer will be held the contract terms.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/18) */
Final Business Response /* (1000, 17, 2015/12/03) */
[redacted],
In error, I used the response letter for account XXXXXXX for account XXXXXXX. I'm not sure what the best thing to do it - I can confirm that the account is canceled with a zero balance, so I think that if we just update the same account number, the information would still be appropriate.
Please let me know if there is anything else I need to do.
Thank you!
Final Consumer Response /* (2000, 19, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

August 31, [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 received a written cancellation letter via email in February [redacted]. The account was on a month to month term in which the services were cancelled effective March [redacted]. This account has been cancelled, it reflects a zero balance 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 5:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583

Complaint: [redacted]I am rejecting this response because:  On [redacted], I wrote a letter to Safe Security Cancellation Department cancelling my alarm service (Customer Account Number [redacted]), and I stopped payment with my bank.  Then I received another bill from them ion [redacted], and I wrote them again that I had cancelled my account on [redacted].  I paid them $[redacted] on [redacted] by a direct payment from my bank.  I paid them $[redacted] again on [redacted], and I paid them $[redacted] on [redacted].  At that time, I called them and talked to [redacted] and told him I stopped payment to them.  I don't think they understand the word "cancellation."  I ignored their monthly bills until I wrote to you.  Enough is enough!!!!!!!!!!!!!!!!  I DO NOT OWE THEM ANYTHING!!!!!!  Sincerely,[redacted]

June 17, [redacted]
 
 
Re: Account #[redacted]
 
 
We are currently in the process of resolving the concerns **. [redacted] addressed in the original complaint. 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