Aero Completions LLC

RE: complaint ID- [redacted] for Emily [redacted] & Stoney [redacted]
 
Currently your alarm contract is on a month to month status, therefore with the signed cancellation letter that was received on 03/21/2018 we will cancel your alarm account with no final payment due.  We will not...

honor a refund because your account contract states that you are required to test your alarm once a month to ensure that your alarm system is properly sending signals into our alarm monitoring station.  A copy of the contract was requested and sent to your attention for review.

Initial Business Response /* (1000, 5, 2015/06/18) */
Revdex.com Response:
In regards to customer XXXXXXX, our record indicates the following:
On October 29, 2010 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 42 months. The initial terms ends on April 29,...

2015. 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 May 23, 2014 with his initial request for cancellation. SAFE Security had not received a written request from Mr. [redacted] requesting to cancel services.

-SAFE Security will honor Mr. [redacted] request to cancel. Effective 4/30/2015 SAFE Security has cancelled the account.

-As of SAFE Security has received the cancellation letter from Mr. [redacted] we will apply the letter to the account 5/5/2015.

-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.
Thank you,
[redacted]
Premier Supervisor
P.O. Box [redacted] CA XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
www.safesecurity.com

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 original decision.  In order to cancel service, the terms of the agreement must be fulfilled.  Please submit the final payment of $[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]

Initial Business Response /* (1000, 5, 2015/10/19) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 04/14, 36 months, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the...

then current term. Contract expired on 04/30/17.
On 2//24/14, the customer contacted SAFE Security and stated her alarm panel kept beeping. The service call was assigned to a dealer who made several attempts to contact the customer. The dealer was not able to reach the customer therefore the service call request was cancelled.
On 4/2/14, the customer signed a new 36 month agreement with SAFE Security. (See attached security contract agreement.)
On 2/12//15, SAFE Security received a signed cancellation letter from the customer.
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 servicesthrough the end of contract term of 04/30/17. Although the customer voluntary removed our system, it does not release her from the legal binding security contract agreement.
The account balance is $152.08 is for monitoring services that have been billed from 06/2015 through 9/30/15. The account will continue to be billed for monitoring services each month until cancelled the end of the contract term
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $835.82. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/27) */
Good Morning Ms. [redacted]
For whatever reason, when I tried to open the respond page from SAFE, my computer stated, ( This page cannot open). Is there any way this can be forwarded through my e-mail. It seems there is no problem with this page. Be assured I have every intent to resolve this matter with them asap, as long as it is within my financial means.
Good Morning, Hope you had a Blessed week-end. While going through my records, I found my contract with Safe dated back to 2008 when I first signed my agreement with them. You will note that it started in June not March. What they should have is a signed form where I asked to be taken off their system because I had paid them for 1 year without my proper system service. I had missed one dead line so I started early ( March) the next year like they instructed me to, 30 days before the end of your contract year. But I continued to pay them with my system working properly and have all my statements. I also have a note where they offered me an incentive of one month free to stay with them but that was after I complained of paying for them for one year and not receiving service to my alarm box. What the company may be showing you with my signature on it is the request they forwarded to me to sign stating I no longer wanted SAFE ALARM in my home. Did you see the whole form they claim I signed back on for renewal. I wonder why in that particular year 2014 I would have needed to sign when all the other years it was an auto turnover. (?). Please note: to the best of knowledge I submit this infor. If I am wrong, Iwill act according. I have a very good paying record with all my bills and hold my rating very dear. Even though I do not require any more dealings with SAFE, if I have to continue with them, the least they can do is come service their equipment so I'm not paying them for nothing.
Respectfully submitted,
[redacted]
Final Consumer Response /* (3000, 24, 2015/12/24) */
Hi, I just wanted you to know that I sent a payment to SAFE. They have contacted me with payment deals and now making arrangements to come out and update my equipment. I feel confident the service is going to work out for everyone's benefit at this point. I thank you so much for your attention to my situation and being a liaison to help settle my complaint. Have a wonderful Christman and a very happy New Year.
Final Business Response /* (4000, 26, 2015/12/29) */
We are in receipt of the written correspondence regarding account #XXXXXXX and have listed our response below.
Thank you for letting us know that you sent in a payment to SAFE. We are glad to hear that we were able to work out arrangements with you. Please keep us informed of how your new equipment works out. We want to ensure we provide you with the best possible customer service.
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 Business Response /* (1000, 5, 2015/08/31) */
Date: August 31, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 08/10, 42 months, automatically renew for 1 year, unless cancelled by either party in writing no less than 15 days...

prior to the end of the then current term. Contract expired on 02/28/15.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
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.
A cancellation letter needed to be received by 02/13/14, in order for the original contract term not to auto renew which was scheduled to expire on 02/28/14. Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 02/28/15.
On 10/9/14, SAFE Security received a signed cancellation letter from the customer.
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 2/28/15. Although the customer voluntary removed our system, it does not release her from the legal binding security contract agreement.
The account balance is $525.67 is for monitoring services that have been billed from 11/2014 through 8/31/15. The account will continue to be billed for monitoring services each month until cancelled. The customer only owes for monitoring services thru 2/28/15 in the amount of $ 167.77. The remaining balance will be credited back on the account once it has been cancelled.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $167.77. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of an automatic renewal provision and should have been informed of this provision when I originally requested the cancellation the first time. I was told that I had to wait for the original contract to end before I could cancel. This is what I did. I waited for the contract to end. As far as the $167.77, when I cancelled the agreement, my account was overpaid by $32.00, this should have been deducted from the $167.77. If Safe send an invoice for $135.77, I will pay this amount to put this maatter to rest.
Final Business Response /* (4000, 9, 2015/09/04) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal dated 9/2/15.
SAFE Security is standing by its original response sent to the Revdex.com dated 8/31/15.
Contract Terms: 08/10, 42 months, automatically renew for 1 year, unless cancelled by either party in writing no less than 15 days prior to the end of the then current term. Contract expired on 02/28/15.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
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.
A cancellation letter needed to be received by 02/13/14, in order for the original contract term not to auto renew which was scheduled to expire on 02/28/14. Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 02/28/15.
On 10/9/14, SAFE Security received a signed cancellation letter from the customer.
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 2/28/15. Although the customer voluntary removed our system, it does not release her from the legal binding security contract agreement.
The account balance is $525.67 is for monitoring services that have been billed from 11/2014 through 8/31/15. The account will continue to be billed for monitoring services each month until cancelled. The customer only owes for monitoring services thru 2/28/15 in the amount of $ 167.77. The remaining balance will be credited back on the account once it has been cancelled.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $167.77. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also will stand on my counter offer. If this is not acceptable, then I have nothing else to offer.

Complaint:[redacted]I am rejecting this response because: I did speak with a Trans union rep about this matter. I was told that safe security must type a letter to Trans union stating that want this inquiry to be removed from my credit report. This letter must be mailed to me. I must then send this letter along with other information to Trans union myself. Sincerely,Sean [redacted]

Initial Business Response /* (1000, 5, 2015/07/24) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/10, 42 months, automatically renew for 1 year, unless cancelled by either party in writing no less than 15 days prior to the end of the then...

current term. Contract expired on 11/30/14.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
In reviewing the customer's account, there was no account documentation from Pinnacle Security that the customer called in to cancel service or that a cancellation letter had been received from the customer.
A cancellation letter needed to be received by Pinnacle Security on 11/15/13, in order for the original contract term not to auto renew which was scheduled to expire on 11/30/13. Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 11/30/14.
From 8/4/13 through 10/9/13, delinquent letters were sent to the customer every 30 days and collection calls were made, messages were left, but SAFE Security did not receive a response from the customer nor were our collection letters returned back to SAFE Security in the mail.
On 12/20/13, the account was cancelled for nonpayment. The balance of contract amount due was $749.96, with contract terms ending 11/30/14.
On 2/11/14, the account was recommended to be sent to a collection agency due the delinquent balance on the account. The account was then placed with Collection Agency [redacted], [redacted] and Associates.
To resolve this issue, if the customer can provide proof that a cancellation letter was sent to Pinnacle Security prior SAFE Security acquiring the security agreement, SAFE Security will review the cancellation letter and take it into consideration. The cancellation letter must have proof of certified mail receipt or fax confirmation sheet with a date prior to the SAFE Security acquisition date of 2/4/13.
Until the customer can provide/prove that a cancellation letter was sent prior to the acquisition, the customer will be held to the contract terms. The balance of contract amount is $749.96. Once payment for balance of contract is received, the account will be closed with [redacted], [redacted] and Associates.
Thank you.

[redacted]
Collection Manager
Safe Security

Complaint ID # [redacted]
Date:   April 16, 2018
 
Revdex.com Response:  Raymond[redacted] - Customer # [redacted]
 
SAFE Security is responding to your Revdex.com complaint filed in April 2018.
 
Original Contract Terms: 05/08, 60 months, auto renewal for successive 1 month (Renewal...

Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
 
Your account has been reviewed and the following determination has been made:
 
 
SAFE Security will accept your Revdex.com complaint as a cancellation letter.
 
No additional monies are due from the customer. The account will be cancelled with a zero balance.
 
No refund will be submitted to the customer and the customer will be released from the contract terms.
 
The account will be 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.
 
Safe Security