Best Way Home Improvement

On Monday January 18, 2016 [redacted] was contacted by Christopher H[redacted] who explained the billing process with the customer. [redacted] received an invoice for the parts that were used to make his alarm system wireless. The customer never paid for the charges because his equipment was covered under his warranty and a credit for the amount was covered by [redacted] sometime before the customer received the invoice. The customer has since received 4 months free for the amount of time that the system was down and hasn’t paid monitoring fees for September, October, Novemeber and December. [redacted] further explained to the customer that he now owes His January bill and going forward if he has any other questions or concerns he can contact Christopher Heath at ###-###-####.

Client is under contract through 2021.  They have paid for a year without complaint.  They may either pay the buyout under section 4 or continue to honor the contract through it's duration.

To Whom It May Concern,The complaint the [redacted]'s are making does not have all the correct details listed. The [redacted]'s contract was due to expire September 23rd, 2016 as long as a cancellation letter was received 60 days prior to the expiration date(no later than July 23rd, 2016). The...

[redacted]'s did not call until August 11th, 2016 to cancel their services. At that point, per the contractual obligation the [redacted]'s signed, the account was to renew for another year of monitoring. The [redacted]'s did not send a cancellation letter to Safe Home Security until 09/20/2016. Making the account eligible for cancellation September 23rd, 2017. Ms. [redacted] did speak with a Manager named Joseph, who made a decision to have the account processed for cancellation early. The normal processing period for cancellation is 60 days. The [redacted]'s should not see anymore withdrawals from there account after this month. At this time there are no refunds due. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

I am working with [redacted]. They want to continue the service for this account as long as we fix a key pad that is not mounted due to renovations. I spoke [redacted] who has my direct contact information and we will be in contact to resolve all issues.   Kamishia M[redacted] Customer Service...

Manager   Safe Home Security 55 Sebethe Dr. Cromwell, CT. 06416 ###-###-#### [redacted]
[redacted]
[redacted]

This account will be cancelled per dealer support. Any question call ###-###-####

Thank you for your help, would it be possible to get in writing from the business a formal letter stating that my account has been cancelled? Please advise. Thank you.[redacted]...

[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]

The account has been canceled, per the customers request, with a zero balance. Please let this be the confirmation in writing, requested

To Whom It May Concern,In regards to the complaint against Safe Home Monitoring:We have reviewed this matter and opted to close this customer's account per their request. Please let this serve as formal confirmation of cancellation. Please close this complaint as resolved. Sincerely,Colin...

W[redacted]Corporate Account managerSafe Home Security

September 26, 2016   Response to Revdex.com Complaint #[redacted]        Account [redacted]   On Oct. 29, 2013 this client signed a installation letter & an agreement for the term of 60 months. These...

original legal documents have been scanned and filed into this clients account [redacted] On August 8, 2016 I had a conversation with the client and was told they had sold the home and wished to cancel the account. I informed the client of our process to cancel and that the agreement was for 60 months. I then sent the agreement to the client via email. When scanned the document is long not a normal paper size so the signature was not scanned. The client expressed that they had not signed a 60 month agreement so I contacted records and had them send up the clients file. On August 12th  Upon reviewing the file I did have the original agreement. I did send via email the copy of the original contract with full signature to the client which was only 4 days after our original conversation. Client did dispute the signature claiming once again that client did not sign this agreement stating someone “forged” the signature. On August 22nd 2016, I did in an email give a amount break down of the amount owed to cancel this account. This was a full break down in detail for the client minus the 10% discount for selling the home. I also informed and thanked the client for the referral with the new home owners (3 months free monitoring!!!) which was deducted from the amount owed in the buy out. I sent all of this in an email and have copies of my break down.  On August 24, I did send the client another signed installation certificate that was signed at installation on Oct. 29, 2013 via email. As one can clearly see the signatures are the same. I also did send another email with the facts of the agreement. That the client is in a 60 month agreement and we are not going to cancel this legal agreement unless the client pays or buys out the remainder of the agreement. Now the client is claiming that there where different amounts given for the buy out of this agreement. Every time a client calls in to us the rep must put in notes. There are no notes for any buy out amounts in this clients account. Only mine. Everything was done in a timely manner with this client, we even gave three months free for the referral in which the client gave us. This is a primary agreement. So our position is still the same, the agreement is for 60 months, we will not cancel this account unless the client pays the remainder of this legal and binding agreement. Yours truly Jerry R[redacted] Resolutions Manager…..Ext [redacted]

We are unable to get a hold of Ms. [redacted], we've tried over 6 times now and cannot contact her to schedule an appointment for a technician to go out and get the two way option set up, ([redacted]) feature. We need to be able to speak to the customer to get this scheduled and resolved as soon as...

possible.Thank You.

October 17, 2016
Response to Revdex.com complaint #[redacted]
Account #[redacted]
 
Client [redacted]
*
Clients account has been canceled and this client owes no monies. This account is fully canceled per the clients request, client has for filled the...

obligation of agreement. Installed on 08/03/2013 for 36 months Expiration Date 08/03/2016.
Client owes no money and has a zero balance.
We have honored the clients request to cancel this agreement.
 
Always
Jerry R[redacted]
Safe Home Security Resolution’s Senior Manger

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]

According to our notes the customer had another company install a system.  We are not releasing her from her obligation.  We either flip back at her cost and she honors remainder of agreement or she pays tehe buyout.

To ensure that customers are being monitored properly the panel is set up to send periodic test reports.  As of the date November 13th 2017 the customer does have a fully operating system.   As a recent example the customer had an alarm on October 10th 2017 and the system proved to be working properly.  If there are any specific issues with the system that need to be addressed please contact [redacted].  A representative will assist you if there are any issues that can be solved over the phone or create a service ticket for a technician to arrive to your home.

We have nothing further to add here, we consider this complaint resolved.

The disputed amount will be for September and October. After October's payment clears (Oct. 15th), I will have a refund check in the amount of $85.98 sent to the customer's home address. I apologize for the inconvenience and the account has been closed.

Revdex.com:After speaking with Shane and recieving his word that the billing issue will not occur again, I accept the resolution.
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

To Whom It May Concern,We have asked this customer to provide proof of the emails she has claimed to have sent rather than just attempt to bad mouth our company on this platform without providing supporting documents. We have removed the customer's past due fee's as well as the customer's bounce fee's and finance fee's that accrued from the lack of payment. We are awaiting the customer's payment in order to close the account. Unless the customer is able to provide supporting documents of their claims of having sent emails in December or January, we ask that this complaint be immediately closed as resolved. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Safe Home Security has two options available for this account:1. Continue to pay on current agreement until it expires on September 25, 2016.2. Accept a new offer of $35.95/month for 36 months with the first three months at no charge.

To Whom It May Concern,We have reviewed the account in detail. Per the terms of the agreement 60 day notice is required to close all accounts. Because of the issues [redacted] has expressed during her tenure, we have opted to refund her two months of payment. The two months of payment will be mailed to [redacted] home. The amount she will be receiving is $99.98. Please allow up to 14 business days for the refund to be received. We ask that The Revdex.com close this complaint as resolved. Sincerely,Colin W[redacted]