Best Way Home Improvement

It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc The customer was having service issues and wants to cancel their service In researching the account, the customer states that he called into our office for service to relocate a few sensors after remodeling his home A service appointment was set but unfortunately, the technician did not show The customer tried to get service for two months and was also upset because he never received any follow up from our service department I apologized to the customer and offered to resolve the issue but he already went to another company Per the customer’s request, we will be closing his account and will consider this complaint closed Greg M ###-###-#### Gregory M [redacted] Customer Service [redacted] ***

I’m responding to Revdex.com complaint # [redacted] “ [redacted] ” We had accounts opened under the daytime phone number provided to us on the Revdex.com complaint The first account was created under her residential location but was cancelled because nothing was installed The 2nd account was installed on 12/10/under the business name [redacted] All signals were sent and verified On 2/20/customer called stating that she wanted to cancel her account because she was closing the businessWe informed the customer that she was not in rights to cancel due to signing a year contract, customer then threatened to report us to the Revdex.com The customer received a bill in the mail because customer disputed the amount in May, Once is declined an automatic letter will be sent out to inform the customer that their payments did not go through Please note that SHS will not be released the customer from the agreement and will pursue collections If you have any questions please feel free to contact me Thank you Gladysbell S [redacted] Dealer Support & Payroll Manager Safe Home Security [redacted] , CT [redacted] ###-###-#### ###-###-#### Fax ###-###-#### Credit Line mailto: [redacted]

This customer no matter what we do wants to cancel we've even had a tech back out at his homeWe did a welcome call with the wife while the husband was sitting thereHe knew we were a separate company from ***Customer was offered a lower rate if he goes back w/ [redacted] and now he wants to cancelWe serviced their account and they were happyThen they called [redacted] to follow up on their cancellation We talked with the tech and he advised that the husband and wife were both there and were satisfiedWe are not allowing them to cancel

Account #: [redacted] To whom it may concern: It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc because she was having issues with her alarm system The customer was upset because her secondary keypad was beeping so since the customer has a busy schedule, we had a technician go to her home on a Saturday, on his day off Based on the technician’s evaluation, he stated that the secondary keypad needed to be replaced The part was ordered and the service has been scheduled [redacted] has been with us since 11/16/and has always had signals and her home has always been protected She was given three contacts to reach directly (Jazmine ext[redacted] Stephanie ext [redacted] and Greg ext [redacted] if she needed anything In reviewing her history, we have always credited the customer s if she had a service issueThe customer recently signed a new agreement were we upgraded her cellular transmitter at no charge and is upset because she signed the agreement She was not tricked or pressured into signing whatsoever We will be servicing the customer to swap out her secondary keypad at no charge and has been credited two months but we will not release her from the agreement she signed for upgrade ###-###-#### Stephanie ext*** or Greg ext***

[redacted] Response is as follows: *** *** [redacted] [redacted] Over one year ago on the date of 01/14/the customer signed an agreement electronically The email provided for the signatures was [redacted] The current rate is per month for months At the time of installation the customer was under agreement with another company To ensure the customer understood they were signing up with a new company we provided additional information and have a signed waiver stating the customer understands we were not in any way affiliated with their previous security company In addition, the customer was provided with free months of monitoring so they would not be double billed and could take care of the cancellation with their previous company Every step was taken to ensure the customer understood the terms of their agreement We have not had any communication with the customer regarding any concerns they may have with their agreement, however we will work with the customer to find a resolution

Complaint: [redacted] I am rejecting this response because: My year old Elderly, handicapped Mother was taken advantage of by buying this Home Security Device, as she did not understand this company would keep billing her, even if she never activated the deviceShe fell and was hospitalized about the time it arrived so was unable to tell us that she had ordered it, and therefore feel her money should be refunded in full, as she was taken advantage of, being a senior and in the hospital, unable to do anythingPlease we ask as a courtesy and respect to her, that they refund at least the past months of June, July and August back to her, that she was charged as a courtesy as I think the company made more money than that off my Mother, who never received their serviceThank you kindly and please let me know if you need her bank statements or account number to pull up her bank records of these charges of $I would say this is Elder Abuse as this company took advantage of an Elderly, Handicapped Woman and took her much needed Social Security MoneyI will be glad to give you her Bank Card No that was used if you can call me at my office at ###-###-#### ( [redacted] or cell ###-###-####This could have happened to anyone's Mother and the company did not act kindly or respectfully toward her situationMy Mom needs her money refunded back, in order to help pay for tolietries and personal items since she has been in rehabThank you Sincerely, [redacted]

Anthem's response is as follows On the date of installation the customer provided an email address [redacted] to receive their signed paperwork. The agreement was signed on August 3rd 2017. The customer was provided with 6 free months of monitoring which are... explained on the Deferred Billing document also signed and received on August 3rd 2017. The customer was given these 6 free months because the customer was under agreement with another company. The free months were to offset any payments that the customer needed to make to their previous company. In this agreement it states that the customer is aware that it is their responsibility to cancel their agreement with the their previous company and that the customer acknowledges that neither the company nor the representative are in anyway affiliated with the previous alarm security company. On the date of August 3rd 2017 there is also a recorded call with the customer. The customer acknowledged that they understood they were being monitored by a new company. The customer is currently under agreement for 66 month. The customer may cancel prior to completion of the agreement upon receipt of ninety percent (90%) of the stated terms.

Service set 6/27 Add door lock to system at no charge to customer. Customer is satisfied.

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Thanks you for communicating with the Safe Home SecurityMr [redacted] removed all the extra fees, and we reached a dealI paid the amount due, and I will try to get out of my contractI am not satisfied with this company, and would never recommend them to anyoneTheir customer service representatives are nasty, and unprofessionalAlso, they never return any callsThey call you when you owe them

November 17, To whom it may concern: It was brought to our attention that Mr [redacted] has filed a complaint against Safe Home [redacted] IncWe have addressed all of his concerns regarding the services he needs for his alarm [redacted] systemA technician is scheduled to service the system on November 19th between 2-pm by our sub contractor [redacted] We explained the service date to the customer and honored additional months of free monitoring due to the wait of service, as an addition to the months credited in October The customer now has a total of months at no monitoring cost and is satisfied with the date given for serviceMr [redacted] said he would be satisfied as long as the service is completed on the date providedWe have met all the customers’ needs at this moment and are not requesting anything furtherShall you have any questions regarding this matter feel free to contact me directly Respectfully, Stephanie L [redacted] Customer Service Manager [redacted] Safe Home [redacted] , CT [redacted] ###-###-#### Ext***

We did service this customer who has no service plan with us, and customer upset of the service chargeWe offered to waive the fees and sent out a cell backup unit free on charge (199.99) and when if arrived would install to get system workingCustomer told us that he was going with another company and we again explained the agreement in which he signed on 6-2-for five yearsHe sent in a cancel letter and a letter to the president complaining about service, which he has no plan with us to serviceWe again called and offered to clear his past balance and get the system working and he refusedHis answer was to have the president of company hand write an apology to him and install a new system with five plus cameras and give him years of free service, which is extremely unreasonableWe stand by our original offer to fix his system and he still has the cell backup unit which cost dollarsHe has paid ten of the sixty month and will be held to for full his agreementContact person is [redacted] at [redacted] ***

To Whom It May Concern,In regards to the complaint against Safe Home Monitoring: The information the customer provided differs from the facts on this accountThe first correspondence we had with this customer was on May 2nd, when a cancellation email was processed by our clerical staffThe customer stopped the monthly payment for the month of MayNo calls or letters were received prior to that dateIf the customer has email's sent to the company prior to May 1st, we ask they provide copies of such letters via this platformAs soon as the cancellation letter was received, an automated message went out letting the customer know their letter had been receivedOn May 3rd a mailed correspondence was sent to the customer's mailing addressIn that correspondence it explained the customer's contract terms and expiration dateTowards the end of May, MsAmanda V [redacted] a Senior Account Executive specializing in cancellation reached spoke to the customerShe attempted to resolve the customer's situation and offered to match whatever the other company was offering and resolve any situations the customer may faceThe last time MsV [redacted] spoke with the customer, the customer explained she was working at the moment and would speak to her husband in regards to what MsV [redacted] had offered, and call her backNo phone call was ever received back from the customerMsV [redacted] called the customer to follow up on 5/30, 5/31, 6/2, 6/6, 6/7, 6/8, 6/9(3xs), 6/12, 6/16, and again today on 6/The customer stating she was unable to reach anyone for resolution is not the caseThe customer was ignoring our calls refusing resolution, and has now made this complaint in an attempt to negate their responsibility of the agreementAs stated before MsV [redacted] has offered to match or beat the other companies offer and resolve any issues the customer feels they are havingWe ask that this customer please contact MsV [redacted] back at Extto speak about thisCurrently, this customer's account is past dueMsV [redacted] is more than willing to remove late and finance charges on the customer's past due amount in an effort to resolve this situationIf the customer is unwilling to work with us to resolve this situation, they will be forcing us to seek the remaining terms of the contract, including the late and finance fees that have been accruedSincerely,Colin W***Corporate Account ManagerSafe Home Security

Complaint: [redacted] I am rejecting this response because:I certainly wish I had known about the three-day cancellation windowIf I'm able to acquire the panel could you all provide free installation as promised along with door and window alarm features? Sincerely, [redacted] ***

I have contacted [redacted] and left a voicemail on her phone so I called her husband where he forwarded me the cancellation emailThe account was submitted to be closed.Greg M ###-###-#### [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 I assume it will be cancelled immediatelyThank you for your assistance in this matter! Sincerely, [redacted]

Complaint against National Protection Service:This account has been canceled per the customer's request

This account was an acquisition from [redacted] Security The contract was signed by the customer on 8/17/12, for a month termA copy of the agreement was previously sent to the customerWhatever transpired between [redacted] Security and customer, which lead to the signing of the agreement, cannot be addressed by Safe Home Security, but it is the responsibly of the signer to read the contract being signedA copy of the agreement will be sent to the Revdex.com for review, in necessary [redacted] Legal

AWAITING CLOSING PAPERS, TRYING TO TAKEOVER OR IF NOT, REMOVE FROM OLD HOME AND INSTALL IN NEW, BEFORE WE CANCEL, ALSO I LEFT A MESSAGE WITH OLD OWNER TO GIVE ME NAME OF NEW OWNER OVER PHONE TO SPEED THIS UP Shane Manzo Customer Service Director Safe Home Security, IncMiddle Street, Ste Middletown, CT ###-###-#### mailto:[email protected] www.safehomesecurityinc.com

Complaint: [redacted] I am rejecting this response because:The company has not trained me on the use of the systemThis was not done at the time of instillation because I was told all the parts to the system were not hereThey would come back to finish the job and never did It makes me a nervous wreckWe never received everything we were promised by the installers of the systemWe have waited long enough for services that were not renderedI feel that the contract has not been fulfilled by the company Sincerely, [redacted]

THE LAST PAYMENT DUE ON THE TERMS OF THE AGREEMENT OF 5/WAS RETURNED FROM THE BANK, UNPAID, WHICH CAUSED A BANK FEE AS WELL AS THE REPORT TO THE CREDIT AGENCYWE WILL WAIVE THE PAYMENT DUE AND A CREDIT REPAIR/UPDATE HAS BEEN SUBMITTED TO THE AGENCIESPLEASE ALLOW DAYS FOR IT TO BE REFLECTED ON THE CREDIT REPORT