Best Way Home Improvement

The account was cancelled October 11, No further obligations are due of either party upon the other

The client is month to month All they have ever had to do is send a cancellation request to *** They have already stopped the auto draft so they need to send in a letter of cancellation to discontinue services

The client has a contract through 2019, they stopped paying in January 2016. It is correct that service is suspended currently pending payment of teh back balance due. Please read your contract thoroughly to understand the terms

Company: Safe Home Monitoring Inc The customer called after hours and spoke to our answering serviceThey walked her through shutting down the system until she could be servicedAt no point did anyone tell her that the account was being closedWe reached out to the customer multiple
times in February to follow upThe customer did not return our phone calls until JuneAfter reviewing all of the facts of the account, and listening to all of the recorded phone calls, we spoke with the customerShe agreed to schedule a service call to reinstall the systemThe customer is going to call us back to schedule the last Thursday of the monthWe emailed her a list of the equipment she has so that she can locate it and have it ready for the technicianIn an effort to satisfy the customer, we also credited her balance between January and JulyAt this point, we are just waiting to schedule the appointment to have the system reinstalled for the customerShe was in agreement with this solution as per a phone call with our Customer Service Director on 7/14/ Kristopher V*** Customer Service Director Safe Home Security Middle Street Middletown, CT###-###-#### ***

$is what is really owed to term, we will accept $and will provide you written documentation of such. Please contact *** *** at *** ext *** to settle

Safe Home Security Complaint# *** The customer never received a letter stating the contract was voidedThe balance paid is what was owed to close out this accountOn 6/12/we advised the client he had years left on a five year agreement at which point we offered to move the system to his new location, or do a buyout of 90% the customer declined both7/24/we received the sale of home cancellation letter and we sent a response to the client that we acknowledged the cancel letter, not that the account is cancelledWe then offered a 90% buyout and called the phone numbers provided for over a year to no availThe clients account was sent to our resolutions department where we had a rep send a letter and call finally getting a connection with the client advising him of his balance plus his late and finance fees due to non paymentThe payment was made in the amount of closing out the accountSafe Home Security actively worked on this account by having our customer service, collections and finally the resolutions department call to reach resolution on this accountThe account has since been paid and client is no longer in breach of the contract Jevaun P*** Resolutions Department Manager Safe Home Security Middle StMiddletown, CT*** ***
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Complaint: ***
I am rejecting this response because:
Other than the July phone call I was not contacted any other time and did not receive their message until today July due too being away I called at 5:pm est and spoke to Dave S*** who switched me to the accountmanger who tried to convince me to keep it open l told her no she said the account will close Aug 2016will wait and see if they keep their word also I would no longer be charged after that date.Safe
Sincerely,
Eugene H***

The customer has been released from our agreement effective 7/14/2016. No further obligations are required. Please note that once the account is terminated today, the premise will no longer be monitored through our central station.Thank you!!!

Please see previous response State controls tax

This account is in agreement until September 20, Safe Home Security highly recommends using the alarm system on a daily basisIf we did not care about our customers, we would not be in the business of life safety

Complaint: ***
I am rejecting this response because: The company reiterates its no-modification policy to our existing signed contract The business practice of this company is poor The bullying tactics used to obtain a month (5-YEAR) contract is ridiculous, and the predatory practice of badgering elderly customers is reprehensible I join the THOUSANDS of other complaints lodged against this company for its POOR customer service, POOR contractual practices, POOR servicing, and POOR executive leadership
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

There is no refund dueThe customer signed an agreement that stated they must send the company written request for cancellation at least days prior to the expiration date of their agreement, which was July 12th, 2014, or it would be automatically renewed for a period of monthsThe customer
did not get in written request of cancellation until June 20th, Instead of enforcing the customer's contractual terms, which obligates them to make more payments, the company honored their written request of cancellation as days notice, taking the customer to August 20th, All payments are valid, there is no refund due

MR *** HAS MADE IT IMPOSSIBLE TO CONTACT HIM WE HAVE TRIED TO CONTACT HIM SEVERAL TIMES ACCORDING TO THE AGREEMENT THAT MR *** SIGNED HE AGREED TO PAY FOR A PERIOD OF TWELVE (12) AND THE AGREEMENT WILL RENEW ITSELF FOR A PERIOD OF (12) MONTHS AT A TIME ALSO THE TECHS WHO INSTALLED AND OUR SUBS ARE LICENSED IN WISI WILL BE HAPPY TO COME TO A RESOLUTION WITH MR *** IF I COULD CONTACT HIM I TRIED ALL HIS NUMBERS AND HIS PRIMARY WILL NOT ACCEPT CALLS FROM US AND THOUGH I HAVE LEFT NUMEROUS MESSAGES ON HIS MACHINE HE HAS NOT CALLED ME BACK IF HE WOULD LIKE TO COME TO A RESOLUTION PLEASE CONTACT SAL AT EXT ***

We don't know your fathers name by this complaint so we can't get specific because we cannot locate the account. We can however respond to the contractual obligation in a generic sense. Our contracts all have a 90% buyout clause for any early termination including home sale or
death. It's clearly disclosed up front and in the contract as it is the business model. We charge no upfront costs for security installation so therefore need a minimal number of months to break even on our investment. Heirs are in no way responsible for payments unless his/her name is also on the contract. We do submit claims to probate courts for payment which is business practice

***
Safe Home Security
In response to the clients grievance we at safe were told by *** *** during the uninstall that she was unsure of when she wanted her system up because of her relocationThe system was boxed up and left with the customerIn November of
the customer called in looking to reinstall the system but did not have her system in her possession from the move*** *** was offered a new system at a discounted rate and refused stating we should give her a brand new system at no costThis compromise could not be accept however we are willing to work with *** *** by offering a system at a discounted price and some free months of service for her moving woes, customer told me that she is now with another companyThe other option other than us reinstalling is to give customer a buyout on the account which is being offered as well
Jevaun P***
Resolutions Department Manager
Safe Home Security
*** *** ***
*** *** ***
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Complaint: ***
I am rejecting this response
because: I do not want another contract with this companyI no longer wish to conduct business with this companyThe poor treatment of me as a paying customer for years and the recent contact with poor customer service has lead to this decision.
Sincerely,
*** ***

The original response addresses your credit. Please go back and read. We have submitted a deletion. This is our final response

***, call them. They sold us the attached contract. They will need to be involved with whatever resolution may be available. I will also have our acquisition manager call them but if they released you from a contractual obligation you will need to provide documentation

Here is the written confermation that both accounts are closed and you do not owe anythingShane M*** *** *** ***