Best Way Home Improvement

We have contacted ***, and we are sending out a new technician to service the alarm, and credit the account for all of her downtime

Complaint: [redacted] I am rejecting this response because: A refund is not impractical The Revdex.com has over complaints on this company They have billed me twice after FINALLY responding to my written request to cancel service This is $79.98.This company does NOT honor its contracts, does NOT respond to customer requests for service, does NOT call back (on numerous occassions) when they have said they would do soThis accounts for the other $1, I would like the 600+ complaints to be reviewed and theis business be forced to shut down They will continue to take advantage of their clients if something more is not done.Below is a copy of email correspondance:Totally understandable, thank you for your timeIf you ever have second thoughts don’t hesitate to callBest of luck Brian P [redacted] Senior Account Executive Safe Home Security [redacted] ###-###-#### [redacted] -----Original Message----- From: [redacted] [ [redacted] ] Sent: Sunday, November 08, 4:PM To: Brian P [redacted] Cc: [redacted] Subject: Re: Customer Appreciation Alarm offer Brian, Thank you for this offerI have discussed the offer with my husband and we do NOT wish to continue service at this time The following is a list of reasons I wish to discontinue service: My system has not worked in nearly years and I have not received a call from Safe Home inquiring about the alarm I have called at least or times in the past year to set up service to be told I would receive a call back -- but never got one(Not to mention the number of times I have called after I installed my digital phone years ago) I believe my contract stated I would receive an annual inspection on the alarm components-- but in years I have never received one It has been difficult to talk to anyone at the company regarding any concern I have hadI no longer have the confidence your company will protect my family in case of an emergencyPlease discontinue my service prior to the next billing cycleThank you, [redacted] ---- Brian P [redacted] < [redacted] > wrote: > Mrs [redacted] , > It was nice speaking with you today and thank you for hearing me outAs part of our customer appreciation program I would be able to update your system to work independently so would be able to stay safe at an affordable rate as well as have my guaranteed personal extension and serviceHere is what I would able to include> > > * Discounted Rate of $> > * Update Your System To [redacted] Wireless So it can operate totally independently > > * Months of Free Monitoring > > * Certificate of Insurance for a Discount on your homeowners insurance > > Please Let me Know And I can set a date for service at your convenience> > > Respectfully, > > Brian P [redacted] > Senior Account Executive > Safe Home Security > [redacted] > ###-###-#### > [redacted] Sincerely, [redacted] ***

A refund check was mailed on February 1, in the amount of $The account is closed and no further money is due

[redacted] response is below: On the date of installation the customer provided an email address [redacted] to receive the signed paperwork The agreement was signed on November 14th In addition, the customer was provided with free months of monitoring which are explained on the Deferred Billing document also signed and received on November 14th As of the date of receiving this complaint November 1st the customer had not notified [redacted] of any issue in regards to be unable to view their documentsThe customer has now been mailed a copy of the signed documents To ensure that customers are being monitored properly the panel is set up to send periodic test reports As of the date October 30th the customer does have a fully operating system As a recent example the customer had an alarm on October 10th and the system proved to be working properly The customer is currently under agreement for monthThe customer may cancel prior to completion of the agreement upon receipt of ninety percent (90%) of the stated terms

To Whom It May Concern,Safe Home Security will be honoring Mr [redacted] 's request to close the account on September 19th, once the payment for August and September have been fulfilledSincerely,Colin W***Corporate Account ManagerSafe Home Security

The customer recieved months free If he pays for August and September we would be happy to service the system This has been explained by at least two different staff members in the past weeks We are not cancelling the contract

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] ***I would be happy with that resolutionOne thing that was not addressed was whether they would arrange to have someone take out the equipment or if I am responsible for removing itThank you

WE HAVE RECEIVED THE CUSTOMER CHECK# [redacted] FOR THE AMOUNT OF THIS HAS BEEN POSTED TO THE CUSTOMERS ACCOUNT AND THE FILE HAS BEEN REQUESTED FOR CANCELLATIONWILL CALL CUSTOMER AND LET THEM KNOW CHECK HAS BEEN RECEIVED AND POSTED

THE CUSTOMER IS RESPONSIBLE UNTIL MAY WE ARE NOT RELEASING HER UNTIL THEN

The customer's first contact to the company in reference to the move was June 5th, to inform the company the home would be selling, not that it had sold The customer was informed that they must get in the proper documentation (HUD-Statement)This was after the funds had already been paid for June, so even if the documentation had come in when the customer alleges, there would be no refund due for June.The next contact to the company was July 6th, over a month after the initial contactAgain, this was after the customer had already paid for JulyOn July 30th the customer called to inform the company they had sent a fax the week prior, which was not receivedThe paperwork was finally received July 31st, and the company went above and beyond to cancel the account within hours so the customer did not get charged for August as well.Lastly, the customer signed an agreement in October of for monthsThe customer's agreement states that 90% of the agreed upon terms must be received in order to close the account, "Applicable for sale of home, death, and transfers." The company went against these terms and cancelled the account without accruing the remaining balance, which should have been $As you can see, there is a litany of reasons why this customer is not owed a refund, but the largest being that the company has days to close an account, and the company closed the account much earlier than the contract terms stateThe company has been more than accommodating by closing the account with no further billing, but no refund will be issued

Carmello will call you today to collect the payment Thank you

I'm responding to Revdex.com Complaint # [redacted] *** The issue was forwarded to our dealer and his sales rep is going to pay off the balance that is owe to [redacted] Dealer will also keep me posted if any other issues occur Thank you

We have requested a full updateThis will show that if there was anything reported in error, it will be corrected as paid, in full, and on timePlease allow up to days for the update to reflect at the credit bureauSincerely,Colin W***Corporate Account ManagerSafe Home Securi

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and am glad to know their positionIn the meantime, I am awaiting response from the [redacted] s office regarding the legality of a 5-year contract for a security serviceIf there is anything further to report, I shall initiate another claim at that timeYou have my permission to close this complaint.Thank you for taking this claim and for advocating for us Sincerely, [redacted]

To Whom It May Concern,We have reached out to this customer twice via phone and left messageWe have received no contact backThis customer's account is closedNo further obligation is requiredThe bill the customer received was sent out prior to the cancellation being finalizedThe customer can disregard that billSincerely,Colin W***Corporate Account ManagerSafe Home Security

I have talked to the client, there were arming errors being made by the consumerWe walked through how to correctly arm the system from the mobil app they haveWhen they are available (Tuesday 7/7/15) we will speak again and walk through arming correctly on the keypad in the homeAny damages/loss due to the break in should be submitted to their home owneres insurance companyI also offered to fax proof of the systyem being armed and opperating correctlyThe way the system was armed the motions were not turned on Thank You

This account has been canceled and December's payment is being refundedA refund check will be sent to the customer's home address

[redacted] does not have the legal right to enter this customer into contract while they are currently in one with Safe Home SecurityThe customer needs to have [redacted] cancel their accountThe customer may contact our customer service department at ###-###-#### to schedule serviceThis service call will be at no charge and will ensure that the alarm is in operating condition

Complaint: [redacted] I am rejecting this response because: Safe Home Security Inchas broken their side of the contract by not providing us serviceWhile they did tell us that we could have a private party install the system they did not give us any leads on who could do this for usEvery local company that does alarm installs would not install a competing company's alarm system MsL [redacted] also gave us no estimation on when their technician could install our systemWe live in a high crime city and we needed security in our homeMsL [redacted] falsely stated in her response that they offered months refund on September 9thThat was not offered until September 21st after we already told Safe Home that we had gone elsewhere for our security needsI have left two voicemails with MsL***'s manager (on September 11th and September 21st) with no return calls from him as of today, September23rdMsL [redacted] also falsely stated that they tried to contact me on September 11th to schedule an installI did speak to MsL [redacted] on September 11th and there was no mention of scheduling an installation at that timeThey did charge us for September's payment for service and I am willing to let Safe Home keep that payment as long as they release us from our contract with no additional chargesSafe Home Security, Inchas broken their side of the contract and my next step is contacting the Attorney General of [redacted] Sincerely, [redacted] ***

The company never received a written request from the customer to have the account cancelled, so the account remained openBecause of this, the charges are valid, and a refund is not dueThe company will, however, use this complaint as a written request to close the account, and do so immediately We have removed the customer's banking information so that they won't see any further chargesAny bills received beyond today's date (July 15th, 2015) are not owedI ( [redacted] ***, Co-Director of the Customer Care Department) have confirmed this resolution with Ms***