Aero Completions LLC

Date:   [redacted] 31, [redacted]
Revdex.com Response:  [redacted]
Re:  [redacted]– Customer # [redacted]
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] [redacted].
Thank you.

August 5, [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 February 20, [redacted] signed a contract with SAFE Security for an initial 36 months with an automatic annual renewal clause.  The terms of the agreement were explained to [redacted] when he called on July 29, [redacted] to request cancellation. 
 
·         We did offer [redacted] (3) options of resolution in which he declined all. These are the options that were offered:
o   We can transfer service to a new location.
o   We can provide service to the New Home Owner (when the new account is activated, this account would be cancelled)
o   We can offer a 50% discount off the balance of the contract which expires in February [redacted] and accept a final payment of $[redacted].
 
·         We are willing to work with [redacted] and honor one of the (3) options presented. We will also need to receive a written cancellation letter from [redacted] 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 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. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/10) */
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 this SAFE account.
We have reviewed all notations, conversations and correspondence reflective of the account history. We are thereby providing written notification advising that the account has been cancelled at this time, per your request.
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
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I heard from the customer service representative with regards to my account, I still need a refund for the money that they took from my bank account after I cancelled the account.
Thank you.
Final Business Response /* (4000, 9, 2015/12/17) */
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 this SAFE account.
We have reviewed all notations, conversations and correspondence reflective of the account history. We are thereby providing written notification advising that the account has been cancelled at this time, per your request. We have submitted a request for a refund in the amount of $44.99.
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
Final Consumer Response /* (2000, 11, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because we bought the alarm system on [redacted], and I have the contract and certificate to prove it.  Nowhere does it say that the contract had to be in effect for two years before cancelling.  The alarm never worked right.  It would go off for NO reason, day and night.  The police were coming every time it went off, so we stopped using the alarm.  It still would go off in the garage, so I took it down.  I told them that I took it down because it kept going off, and they turned it off at the keypad.  I got tired of paying for something that I couldn't/didn't use, so I cancelled it on [redacted]. Consequently, we paid for an ineffective alarm system for four and a half years.  I have all of the paperwork to prove it!  I am NOT going to pay them another penny!:Sincerely,[redacted]

SAFE Security is responding to your Revdex.com complaint dated 5/4/**.
 
Contract Terms: 05/06, 36 months, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days before the end of the original term or any renewal term. 
 
SAFE Security...

acquired the security agreement from [redacted] Security on 10/**/**.
Per the security contract agreement, Page 1, Paragraph 2.4 TERM; A written notice of cancellation is required from the customer to be sent to the security alarm provider in order to cancel service.
As of today, SAFE Security does not have cancellation letter on file for this customer.
Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 02/28/**.
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 2/28/**. 
·         To resolve this issue, [redacted], the collection agency will need to receive the balance of contract payment in the amount of $[redacted]. 
·         Until the balance of contract payment is sent, [redacted], the customer will be held to the contract terms.

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]

Complaint: [redacted]I am rejecting this response because: They have not refunded the full amount ($[redacted]-$[redacted]=$[redacted] is what they owe to us still. We have received the cheque, but I still want the rest that was taken from us. They have supplied documentation as to why they cannot refund the FULL amount that was debited from our account. Sincerely,[redacted]

September 8, [redacted]
 
 
Re: Account #[redacted]
Case# [redacted]
Customer: [redacted]
 
 
We are in receipt of the written cancellation letter regarding account #[redacted] have listed our response below to address the statements within the letter and provide 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 has honored [redacted] request to cancel services.
 
* The cancellation letter was received 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

Initial Business Response /* (1000, 5, 2015/11/04) */
Account Case Number: #XXXXXXXX
Customer: [redacted]

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

* On May 16, 2016 [redacted] signed a contract with Safe Security, for the initial term of 36 months....

This agreement automatically renews for successive one (1) month to month 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 not honor [redacted] request to cancel and will hold the customer to the terms of the contract.

* SAFE Security received cancellation letter October 29, 2015.

* SAFE Security records show SAFE talked to [redacted] 10/27/2015 when customer requested that SAFE cancel account because [redacted] no longer lived at that address. [redacted] moved and did not inform SAFE of the plans to move or what options are available to customer that relocate.

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

Initial Business Response /* (1000, 5, 2016/02/08) */
In regards to customer [redacted] our record indicates the following:
· After reviewing the customer's account our records show that the account is closed.
· SAFE Security has cancelled out the account effective immediately per the...

customer's request.
· SAFE Security apologizes for any inconveniences.
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]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

October 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.
 
* SAFE Security will honor [redacted] request to cancel services. 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 Standard Time.
 
 
Sincerely,
 
Althena Peet
SAFE Security
PO Box 5164
San Ramon, CA 94583

The monitoring for[redacted] system has been disconnected.  Due to an over site  during the cancelation process the monitoring was left active. Once the new home owner turned  the phone line  the system sent signals to the central station. The central station has deactivated the...

account and no further signals will be sent.
 
Randy Perkins
Chief Operating Officer

We stand by our decision to hold Jennifer Bonaventure to the terms of the contract which will not expire until [redacted].
 
If she would like to cancel the alarm service, please submit the final payment of $[redacted].

Initial Business Response /* (1000, 5, 2015/06/04) */
To Dispute Resolution:
In regards to customer [redacted], our records indicate the following:
Per customer the last appointment that was scheduled 5/30/2015 at 12:30 PM - 2:30 PM per notes from service dealer (Tech Force...

National). Per our conversation with Tech Force National contacted the customer on 5/30/15 to inform the customer that they were running late at between 11:30 AM and 12:00 PM to inform the customer he was running late. The technician again contacted [redacted] around 5:00 PM for the service appointment where he made contact with the customer. [redacted] (Mr. [redacted]) answered the phone and stated to the technician that [redacted] was on the phone with SAFE Security canceling the service. Customer was sent part in question on 4/2/2015. The technician based on this information did not run job. 6/1/2015 Tech Force National contacted SAFE regarding [redacted] and indicted that customer requested cancelation of job. On 6/1/2015 SAFE attempted to contact [redacted] in an attempt to determine a status of this job and to ascertain whether we could rectify the situation. No return call was made from the customer. SAFE again attempted contact to the customer on 6/3/15 at 12:41 PM and 3:14 PM again with no return call. Finally SAFE attempted to contact [redacted] 6/4/2015 at 10:45 AM again, no return call was received.
If the Customer has any questions or needs further clarification on any aspect of this situation, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.
[redacted]

Complaint ID# [redacted]
 
Mr. Thomas Orndorff and a supervisor spoke on 3/30/2018. We have resolved the complaint. A service ticket is pending scheduling for the system to be upgraded (cell unit). Mr. [redacted] Ornforff will be contacted by the service dealer at [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: 02/11, 36 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. Contract expiration date is 02/16/15.
Reviewed recorded conversations with customer and SAFE Security.
On 2/27/15, on SAFE Security contacted the customer regarding the balance due. The customer informed SAFE Security that he wanted to cancel service as he was moving to New Mexico. The SAFE Security attempted to transfer the customer to the Retention Department who could assist the customer with the cancellation, however the customer stated that he was driving and did not want to continue the call.
On 3/31/15, on SAFE Security contacted the customer regarding the balance due. The customer stated that they moved a few months ago and also called in to cancel service. SAFE Security explained to the customer that a cancellation letter was needed in order to cancel service. The cancellation requirements were also read to the customer and that a cancellation letter needed to be sent to SAFE Security at least 30 days prior to the end of then contract term or the contract would automatically renew. The SAFE Security Representative tried to go over the cancellation instructions with the customer. Customer stated that no one has ever gone over this with him. SAFE Security Representative asked the customer to get a pen and paper to write down the instructions. The customer stated that he was on the road and requested that the instructions be emailed to him. The customer asked if he had to go through this ordeal just to cancel and the SAFE Security Representative told the customer that it was a requirement in order to cancel service. The SAFE Security Representative then went over in detail with the customer the cancellation instructions, contract terms and balance of contract amount due. Customer stated that he was not going to pay.
.
NOTE: Verbal cancellation requests are not accepted.
Cancellation requests must be submitted in writing. Please see attached contract agreement, Page 1, Section Term, Payment and Renewal, Paragraph 1.1, "This agreement automatically renews for successive 1 year periods (each a renewal term) unless subscriber or dealer gives written notice of cancellation at least 30 days before the end of the initial or renewal term."
Please contract agreement page 2, Section 4 Interruption of Service.
A digital Monitoring Facility communicator is a non-supervised reporting device that requires the telephone line to be operative for a signal to be received by Monitoring Facility. Therefore, if the telephone line is non-operative, disconnected, placed on vacation or otherwise interrupted and the neither the Monitoring Facility nor the Dealer is aware of the interruption, no signal can be received by the Monitoring Facility while the telephone line is inoperative.
Please contract agreement page 2, Section 5 Subscribers Duties As to Use System, Paragraph 5.3;
Subscriber must not tamper with, disturb, inure, remove or otherwise interfere with the system or permit any interference by any third party. The system must remain in the same location as installed, any removal or disturbance to the system resulting from painting, altering , remodeling or otherwise is the Subscriber's responsibility, it addition to any other charges under this agreement, in accordance with the Dealer's then current standard charges. Subscriber must notify Dealer of any remodeling or other charges to the protected premises that affect the operation of the system.
The customer signed the security agreement acknowledging that he understood the terms and conditions of the agreement. The customer has not adhered to the contract terms and subscriber responsibilities of the contract agreement.
No refund [redacted] be issued to the customer.
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
Once the cancellation letter is received, along with the balance of contract payment in the amount of $477.91 SAFE Security [redacted] begin the cancellation process on the account.
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.
Until such time cancellation letter and balance of contract payment is received, the customer [redacted] held to the contract terms.

[redacted]
 
 
Re: Account #: [redacted]
Case#: [redacted]
Customer: [redacted]
 
 
We are responding to the most recent message from consumer [redacted].
 
As we previously stated, Ms. [redacted] is in the initial terms of the 36month contract that was signed in [redacted] Although the initial terms expire in [redacted]
[redacted], we are willing to release the customer upon receipt of the final payment of $[redacted] We still have not received the final payment of [redacted] that is needed to close the
account.
 
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583

July 11, 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.
 
* On June 20, 2014,...

[redacted] signed a 3 year contract with SAFE Security in order to receive an upgrade to his alarm system. On this new contract that was signed, [redacted] also received a lower monthly rate on the services. The bill was decreased from $[redacted] per month down to $[redacted]. The initial terms of this agreement expires in June 2017.
 
* We are willing to work with [redacted] and offer (2) options of resolution. We will charge $[redacted] for the upgrade that was done in June 2014 and default back to the terms of the [redacted] contract we have on file. This contract has an automatic annual renewal clause in which the terms expire in November 2016. If [redacted] agrees to this option, there will be a 50% discount applied to the final balance of the agreement and the payoff would be $[redacted]. If this option is chosen, the total amount to be paid to SAFE Security will be $[redacted].
 
* The 2nd option is to continue with the terms of the most recent contract that was signed on June 20, 2014 and [redacted] will be obligated to pay the remaining contract balance of [redacted]. We will also need to receive a written cancellation letter from [redacted] in order to fulfill the terms of the agreement.
 
 
 
Please feel free to contact us at [redacted] Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
[redacted]

August 2, [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 March 27, [redacted],...

we received a 2year new home owner contract. The initial terms will expire in March [redacted]. We have sent a copy of the contract to the customer that reflects the terms of the agreement. We are holding the customer to the terms of the agreement and if [redacted] or [redacted] would like to cancel service, we will need to receive a written cancellation letter with an authorized signature. There are (7) months left before the initial terms of the agreement are fulfilled and the balance of the contract due will be $[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