Best Way Home Improvement

To Whom It May Concern,The customer is making claims that the Customer Service has been poor because the representatives informed him when his contract expired and [redacted] was not pleased with the answer. That is what led him to make this complaint. We have attached a copy of [redacted]'s...

current monitoring agreement expiring July 25th, 2017. The customer's account is currently past due in the amount of $190.96. If the customer is having an issue with his system, Safe Home Security would be more than willing to send a tech to the home to evaluate any problems once the past due balance has been brought current.We have recently attempted to send a tech to the home but when our tech arrived [redacted] demanded he remove the system. The tech was unable to assist [redacted] in anyway and left the home without being able to perform a system diagnostic because the customer did not allow him to do so. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

n regards to the complaint against Safe Home Monitoring: To Whom It May Concern,In regards to the complaint against Safe Home Monitoring: We have reviewed this matter and found that the information differ's slightly from what we have on file. In regards to the problems the customer...

has occurring; we are willing to send a tech to the home to replace/fix all smoke detectors and to swap out the keypad for a more up to date touchscreen keypad. This will be of no increased charge to the customer, and we will waive the past due balance. We will guarantee the customer's price for a period of 36 or 60 months and will only require a 1 month deposit from the customer in order for this to occur. The customer will not be required to pay the $211.00 that is currently due on the account.  We do apologize if the customer has felt they have had issue's in the past, but we are willing to resolve those issue's and have offered a more than fair resolution in order to see the customer remain a customer. The customer has expressed fear of the tech not showing up for the service call. We are willing to put a stipulation in that if the tech does not go to the service call, the customer's account will be closed with a zero balance.  I will be handling this situation from here on out and the customer can reach me directly at [redacted] Ext. [redacted] or at [redacted]
*Sincerely, Colin W[redacted]Corporate Account ManagerSafe Home Security

It is true that the customer has the parts and labor warranty to cover existing equipment but unfortunately it does not cover add-ons. For the inconvenience and delay of the tech not making it to her home in a timely manner we will install and add the signal repeater at no charge. We’ve contacted...

the customer and submitted a refund for the repeater part and also gave her 1 month of free service. We’re currently working together for a hard date and time that works best with the customer to have a service technician meet her at her home.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
[redacted], CT. [redacted] ([redacted] x[redacted]
mailto:[redacted]

After reaching [redacted] we gave him 4 months credit for the inconvenience for the sytem not working since May. We shipped new equipment to the customer and provided a tracking number to help reassure an estimated time for delivery. Once the new equipment is received we will schedule a date and time...

for service that works best with their schedule.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
[redacted]
([redacted] x[redacted]
mailto:[redacted]

September 24, 2015
To whom it may concern:
I spoke with Mrs. [redacted] on September 11th, 2015 and explained to her that we do not have a tech available to service her at the time. I did inform the customer that we will be able to service her system but didn’t have a date to when it could be done since I never got a response from the technician. I went further in explaining it can be a week or longer which is the reason why we offered covering the bill, if they could find a local technician to install their system. Mrs. [redacted] never stated that she reached out to a third party to potentially get her system installed or that she couldn’t find anyone to service her system. We did offer the 3 months of monitoring as a courtesy for not honoring the date in service they had requested.
Mrs. [redacted] is falsely stating we never offered service on September 11th, 2015; however we did, Mrs. [redacted] is on a recorded line stating she is denying service until she speaks with my manager. We will hold Mrs. [redacted] accountable to her agreement as her rights as a customer was explained before they made the decision to switch companies and still did it. Mr. and Mrs. [redacted] were told in more than one conversation with SHS that they have an agreement in obligation with our company. He further went into asking what the buyout was and I explained it was $900.00. I even tried to get this buyout reduced to 600.00 and was denied after speaking with upper management about the situation they agreed to release the [redacted] Residence from their agreement with a buy out of 500.00 and customer still refused stating she wants to be released at no cost.
In addition, Mr. [redacted] signed a legal agreement with our company under our policy and yet wants us to release him at no cost not because we are denying the service but because we couldn’t provide service the date customer wanted it to be done. We never charged Mrs. [redacted] with the 200.00 system move fee she was suppose to pay and she denied the free months in credit why her account was charged for September’s monitoring service which we don’t have an issue returning. Shall you have any further questions please respond to the Revdex.com as stated.
Respectfully,
Stephanie L[redacted]
Customer Service Manager
[redacted]
Safe Home Security
[redacted]
###-###-#### Ext. [redacted]

I went to meet...

Mr.[redacted]  at his business [redacted] in [redacted] and discussed upgrading his current alarm and camera system. We spoke the next week and he agreed to go with the upgrade, we then did the alarm installation and upgraded the [redacted]. When our tech installed the system signals were sent to our central station and ever part of the alarm was in working order. The [redacted] was installed and there was an issue with viewing the store from off premiss. Our tech worked with Mr.[redacted] and his internet provider on a Saturday for several hours to help solve the problem. We were unable to get it working at that time, so we had our rep from the camera company make a special trip with our tech to the store to get the system working correctly. We solved the problem, which was with the internet, and gave Mr.[redacted] the passwords and spent several hours showing him how to operate the system. After a couple days I received a call from a screaming Mr.[redacted] claiming that the [redacted] wasn’t working, the problem was that he hadn’t taken the time to write down his password and blamed the equipment ,he was using the wrong password. At this point I realized that he was looking for a way to get cancel our agreement, he signed a contract for his alarm and paid for the [redacted]. HE claims that he had an attempted break in and the glassbreak dector didn’t work. This is the same piece of equipment that was there, it was tested and worked when our tech was there. We did everything possible to make Mr.[redacted] happy, we held up our end of our agreement and he did not.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is tolerable to me as I guess I have no choice.Please ask Colin W[redacted] to make sure my account is credited for December 2016 and January 2017 when they didn't send a service person in.Also, please let him know that I will not be renewing their services.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I contacted Safe Home two weeks prior to the date their notes indicate. Those options provided aren't geared towards taking care of me as a customer. I've been paying for monitoring 18 months without a home being monitored. $60.99 x 18 months is 1097.82 for basically nothing. Cancel my contract, I no longer want to do business with a company this shady. 
Sincerely,
[redacted]

To Whom It May Concern,The customer was offered resolution to fix the issue of the 2G towers being shut down. The customer refused the pricing of the new part(standard pricing for all 2G to 3G customers) and stated they wanted the part at a cheaper price. The representative was unable to authorize...

that price. Safe Home Security is willing to install the 3G cellular backup unit for no up front charge. We are offering the customer the same price to maintain they're warranty. If the customer would like a reduced price, we will lower the price by $5.00 per month and remove the labor portion of the warranty. We will guarantee this price for 36 months. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Complaint: [redacted]
I am...

rejecting this response because:
1.  Safe Security took over the existing contract from [redacted].  I had that company for 9 years and I had Safe Secuiry for an additional 4 years.  I have more than exceeded the 5 year contract limit since my contract reads at the top clearly "TAKE OVER".  A copy of this can be sent if necessary.2.  They state that I should be monitoring my own system, however what am I paying them for.  They should be monitoring my home. The unit was disconnected and they never noticed me that my system was possibly tampered with.  3.  If we can not come to an amicable agreement, I will be pursuing this with both the Attorney Generals of [redacted] and Connecticut.4.  I was charged about $48.00 for batteries, which was paid to the representative, and then the office told me this was coved under my contract.  Where did the $48.00 go?
Sincerely,
[redacted].

Customer signed a monitoring contract and made payment for services on 8/7/15. On 8/8/15 we completed the installation, per the customer's request, and the customer signed an Installation Completion Certificate dated 8/8/15 confirming that installation was done to their satisfaction.
The customer...

then contacted our office on 8/12/15 stating that she wasn't sure if her system was working properly and stated that she would cancel if the issue wasn't resolved. Customer simply wanted to ensure her system was working properly. We agreed to proved a free service call immediately (for that day or the next day) and the customer agreed and asked us to contact her husband to schedule the service time. We contacted her husband multiple times over a 4-5 day period and he never made himself available for the service.
On 8/25/15 (12 business days after the contract was signed) the customer sent us a cancellation letter via an email attachment. Unfortunately, this does not fulfill our 3-day cancellation requirement. We made every attempt to schedule a visit for the customer to prove to her that he system was working and never received cooperation from her husband. We communicated with the customer several times during this time period and were prepared to meet her demands for service to prove her system was working.
At this time we are happy to fulfill our promise for a free service call to ensure her system is working properly. She can contact us at ###-###-#### to schedule the technician.

Complaint: [redacted]
I am rejecting this response because: It does not matter whether the 30-day period is common, or...

not.  The salesman stated specifically that although the contract had 3 days in writing, he would verbally give us 30 days.  I asked him to confirm that statement a second time, and he did.  My wife and I both heard him make this promise a second time, before we agreed to sign anything.  We will hold this company to the promise your salesman made, twice, in the presence of two witnesses.
Sincerely,
Ross A[redacted]

Complaint: [redacted]
I am rejecting this response because:I called business a couple times in late 2015, each time I was told by representatives that they had lots  about customers being mis-lead and bad sales tactics. I was told multiple times that they would return calls and I never heard back from them for 2 years! Even the last call I made I was "disconnected " while waiting for a manager .I never received service I was promised and was told by company that they couldn't honor what sales representative promised.
Sincerely,
[redacted]

Just spoke to the sales rep / technician who sold & installed [redacted]. Customer is all set - he is scheduled for a service next Wednesday with Robert B[redacted]
Julianne M[redacted] Executive [redacted]: ###-###-####
Fax: ...

###-###-####
www.Safeguardssinc.com

Complaint: [redacted]
I am rejecting this response because:
This is an official rejection, I will not be paying 90% of something I don’t have.      [redacted]

Complaint: [redacted]
I am rejecting this response because:
I want to see your figures on how you came up with that sum because my figures is around 900 dollars for refund ...
Sincerely,
[redacted]

After speaking with the customer we have come to an amicable resolution regarding the matter at hand. After a credit towards the balance and reducing the rate to $49.99 the customer is satisfied and willing to move forward. Also we have shipped a door contact to the customer, for self install, per...

customers request. Matter is resolved at this time.   On Wed, Dec 13, 2017 at 3:44 PM, Arooj B[redacted]> wrote: Hello,    The MMR on the account was lowered to 49.99.   Bobby is writing up the formal response. Thanks,  r has no parts or labor warranty and was charged for their service call and monthly rate in the amount of 112.99. There was never any complaints in notes of the account for faulty equipment until August, well past the 90 day warranty.    Anthony G[redacted] Customer Service Manager Safe Home Security [redacted] Middletown CT. 06457 ###-###-####

Mr. [redacted] - [redacted] will still be responsible for the agreement he signed. Without proper documents stating that he has a ( P.O.A. ) overseeing him, he will be held to the agreement that he signed.

Complaint: 1[redacted]
I am rejecting this response because:
I recieved a bill for $221.42, my account wasn't credit for 2months which what was promised. Still haven't recieved a call from Rebecca for the inconvenience. I chose to cancel because of lack of customer service and lying about credits that didn't get applied to my account. As a customer I don't trust this company and I Can't depend on this company if something where to happen again like this. 
Sincerely,
[redacted]

We do not guarantee system moves.  Once a client moves it's a moot point.  Our contract calls for a 90% buyout of contract to term if a customer breaks it for any reason including moving.  The clients buyout is $1200 plus but in the interest of tring to alleviate some pain we would be willing to accept $950 if paid in full by August 30, 2016.