Best Way Home Improvement

The customer has a low battery. This is just a notification that the battery needs to be replaced soon. It does not make the system inoperable. The customer’s alarm is still reporting to the central station. We have mailed the customer the necessary batteries needed. The customer requested a...

technician to come and replace her batteries for her. We scheduled to have the installer return to assist the customer on how to change her batteries, but were unable to do so. We are prepared to send an in house service technician to get those batteries replaced, but we cannot cancel the account because a battery is low.   Kristopher V[redacted] Customer Service Director   Safe Home Security 1125 Middle Street Middletown, CT. 06457 ###-###-#### [redacted]
[redacted]9

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] [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 clients contract runs annually April to April.  We recieved a letter to cancel in February but the clkient has not paid since October 2016.  If the client needed service they could always call and schedule it but that has not happened.  They owe through April, the account has been...

notated for cancel but teh balance is due.

In response I have sent you the return merchandise label and an invoice for $170.01 you discussed with [redacted]. At that point your agreement with Safe Home Security will be satisfied. Again I do apologize for any inconvenience that was caused during this situation. Regards,Todd S[redacted]Manager

Complaint: [redacted]I absolutely do not accept this response. This is nothing more than a copy of the contract I signed when I acquired the home security service. There is zero explanation as to why NOBODY ever...

called or emailed back after months of exercising patience and exhausting every option I knew before turning to you. Every person I talked to promised to call me back after they did some research about me being able to break the contract due to military necessity. I find it hard to believe that I am the first service member any of them have ever dealt with. It is a very simple question; will you let me out of my contract due to the needs of my country who deemed it necessary for me to move to a different geographic location to protect THEIR freedoms? This contract does not say if I can or cannot exit because of military orders. The salesman said they deal with military all the time and it would be no problem as long as I could prove the Air Force made me relocate. I have multiple issues that I am upset about regarding this company. The highest of my priorities is to have Safe Home contact the credit agencies and repair my credit. The very first time I called in Aug after I moved, the agent said I could cancel my contract if it was done in writing and if I included a copy of my military orders. I did that twice. The salesman in 2013 and the agent who answered in Aug said I can cancel, I had no reason to doubt the validity of their words or knowledge. This is their area of expertise after all (I use that word lightly). I stopped payment after that. This entire debacle could have been resolved/prevented if one person exercised the slightest bit of customer service skills and downright decency as a person by returning just one of my multiple messages. I want to know if they do not let me out because of military necessity to OUR country; why? I want an explanation. In 20 years of active duty service I have never had an issue with any company, big or small about a mandatory government move. I have the money to pay if I owe them, but they never gave me an answer if I truly owe them or not. Two people that represent their company said I can cancel. Everyone else said they'd call me back. Why should I be p[redacted]lized because their employees don't know their job well enough to answer that question correctly? I was reported delinquent when I was still waiting on an answer. The more I called, the more I waited. I needed a simple question answered before I gave them any more money. I don't think that is unreasonable at all. As a consumer, I have lost total faith in their ability to meet my needs and feel that alone should be a lawful way to break our contract. The fact that Revdex.com contacted them about a complaint and all they did was send a copy of my contract with no explanation or answer any of my concerns is a clear demonstration of their laziness and lack of professionalism. I take my credit rating and bill payment history very serious. To have a blemish on my record because this company is a complete sham is unacceptable in my opinion. Below is a list of what an acceptable resolution would be for me in the order of their priority. I am not naive, I know this will never happen, but I feel these requests are very fair and any reputable company would accommodate my request if they were aware of my nightmare of an experience. I would actually prefer that you send them this exact message with no alterations if that is an option. Their management NEEDS to know the type of service or lack thereof is being provided.  For me this does not come down to money. It is principle driven now. They need to be held accountable. 361 closed complaints through Revdex.com in the last 12 months, 903 closed complaints in the last 3 years........there seems to be a negative trend and they aren't doing anything about it. 1. Report to the credit agencies that these delinquent payments were no fault of mine2. Provide an explanation why they never returned any of my phone calls3. I want an apology from a senior leader within the company4. I want my contract terminated as of Aug 2015 with no p[redacted]lties 
Sincerely,
[redacted]

I received a voicemail from Christopher H[redacted] when I got home but because of the time difference we could not connect. There were only two previous voicemails that I received from Safe Home and they were from Chastity, which is the same person that had always disregarded my messages and finally put my phone number to leave a recording. During the month of May I had called her more than 20 times to leave messages but no return call. In the beginning after I voiced my concerns with the alarm going off at all times of the day and all it said was battery low. I even went out to buy the same type of battery and replaced it myself and to no avail the alarm keeps on going off to this day from 5/1/2016. On the voicemail from Christopher H[redacted] he mentioned they called every day of this week and I heard a voice telling him that. But it is no way because of my phone setup I am able to track each call. I just cannot understand their operation now and I refuse to do business with them at this time. I stopped my automatic payment and even had to pay a fee for that!!!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

AS PER OUR CONVERSATION I WOULD UPGRADE THE SYSTEM AND GIVE HIM NEW PANEL AT NO COST ALONG WITH WIPING OUT HIS EXISTING BALANCE ALSO I WILL SEND AN E [redacted] REPORT WHICH WILL REPAIR ANY CREDIT ISSUES THAT WE MAY HAVE CAUSED, I WILL SEND A TECH TO GO THRU THE SYSTEM TOP TO BOTTOM TO MAKE SURE WHAT WAS PROMISED HIM IN THE PAST IS DONE NOW TO HIS SATISFACTION AND REPAIR HIS CREDIT ALONG WITH PERSONALLY HANDLING HIS ACCT. HE CAN CONTACT ME PERSONALLY AT EXT [redacted]
Salvatore C[redacted]
Resolutions Department Manager

Safe Home Security
[redacted], CT. [redacted] ###-###-####
mailto:[redacted]

A CREDIT REPAIR/UPDATE HAS BEEN REQUESTED. PLEASE ALLOW 30 DAYS FOR THIS TO BE REFLECTED. WE APOLOGIZE FOR ANY INCONVENIENCE OR MISUNDERSTANDING

This account has been canceled per the customer's request. No further money is due.

CANNOT CONTACT CUSTOMER HIS PHONE WILL NOT ACCEPT PHONE CALLS FROM THIS NUMBER CALLED NUMEROUS TIMES AND AM NOT ABLE TO GET THRU TRYING TO RESOLVE ISSUE BUT CANNOT GET THRU TO CLIENT
Salvatore C[redacted]
Resolutions Department Manager

Safe Home Security
[redacted], CT. [redacted]...

###-###-####
mailto:[redacted]

Complaint: [redacted]
I am rejecting this response because: We find the handling of our account deplorable.We just received a collections notice in the mail from Safe Home dated June 3rd requesting $185.35 and that they have an obligation to report our account to multiple credit bureaus, if this amount is not sent. We are utterly disturbed by this notice considering we sent our payment since April 17, via certified mail. No one from Safe Home contacted us to advise of any issues with our payment. Instead we just got interest and penalty notices. Nor was our account flagged. Now they're ready to report our account to credit bureaus after THEY withheld our payment?! And to reject payment because we wrote "final" on the check is not acceptable, after all it was/is our final payment since our contract was ending 5/31/15, but we were billed through 6/15/15. And we are questioning why the investigation of our payment submittal took from 5/12 to 6/9 to investigate. If we hadn't filed this claim, would they even have responded? Even knowing we did pay and they destroyed our payment? Shouldn't the accounting department be aware of what the bank / [redacted] team received? Even if it was questionable?Going forward, we have been in contact with the [redacted] Billing Manager on 6/09/15, and she asked that we submit our payment of $160.35 to her attention in ** and all interest and penalties will be waived from our account, which they will close upon receipt of our check.Our check was mailed today, June 11, for $160.35. Tracking #[redacted] USPS.We are requesting that upon receipt of our final payment that our account be closed. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]when I signed my contract the taxes and all fee was included in my total of $45.99 why now for the pass month or two Safe Home Security now charging me tax and was not prior. They also start changing me taxes ans warranty on what. I did not sign up for no extra warranty. I will continue to pay the amount signed in my contract and no more. I will also contact the state and make a complain regarding Safe Home practice of padding customers bill and then trying to force customers to have automatic payment. The reason why this is happening is because I am not letting them do automatic payment from my account.

In the event the customer sells their home, they will be eligible for a 90% buyout.

Complaint: [redacted]
I am rejecting this response because: your company mislead, me, I've sent all documents you asked for by fax in 2014 and 2015.
Sincerely,
Tanya [redacted]

There will not be a reimbursement of any amount and Safe Home Security will continue to bill for services under the current terms of the contract which are in effect until May 22, 2018.

To Whom It May Concern,The [redacted] account has been closed. A refund check will be mailed to the [redacted] address in the amount of $49.99 for the month of June that they were improperly charged for. We apologize for any inconveniences. Sincerely,Colin W[redacted]Corporate Account ManagerSafe...

Home Security

Customer signed a 5 year renewal contract in 2012.  We will release them as of the day of the sale but they must provide us closing documents.

Complaint: [redacted]
I am rejecting this response because: I've been asking for 2 yrs for my certificate among other things, this to is not negotiable as well at this time.
Sincerely,
Tanya [redacted]

Complaint: [redacted]
I am rejecting this response because: The excuse that the worker who offered me the upgrade no longer is employed by Safe Home Security is just that an excuse. Safe Home Security is responsible for honoring contracts that they offer and they did not.  What does waiting 5 months for a part that was ordered in December 2016 have to do with the employee who offered me an upgrade.  Safe Home Security broke the contract they made with me to upgrade my system, I waited more than a reasonable amount of time (5 months) for Safe Home Security to come back to my home and upgrade my system.  Why they are insisting that I honor the contract until 2019, a contract by the way that THEY broke which became null and void when my system was never upgraded.  I spoke with a female employee who lied and said I did not want an upgrade and I would never get out of this contract.  I explained I need a system where the company comes over the loud speaker to check to see if we are alright. I am the mother of 2 special needs children.  She stated if a robber or t rapist was in my home do I really think they would allow me to answer the responder over the speaker?  I was appalled that a home security company employee would be so crass as to make a statement about my families safety, especially a woman.  I spoke to a Greg at Safe Home Security and he offered me a refund of the 5 months and I declined that offer.  I spoke to a Justin L[redacted] and he asked "So you never received the part in the mail"?  Oh, the part was mailed to me...really?  This story changes everyday, I stand by my decision I do not want to continue with this company and I won't.  Please cancel the contract that was null and voided by Safe Home Security.
Sincerely,
[redacted]