Best Way Home Improvement

Although the agreement is not an agreement for servicing, Safe Home Security is willing to credit the account 2 months of monitoring and service the alarm at no charge. Our tech will again attempt to reach out to service the home.   If the [redacted]’s are unable to accept this resolution, we will be forced to uphold the terms of the agreement expiring 11/07/2020.     Sincerely,     Colin W[redacted] Corporate Account Manager   Safe Home Security [redacted]
[redacted]
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October 5, 2015
To whom it may concern:
It was brought to our attention that Ms.[redacted] has filed a complaint against Safe Home Security Inc. We have addressed all of her concerns regarding the services she needs for her alarm security system. A technician went to correct her alarm...

system
Ms.[redacted]’s home and concluded that the customer was in need of a new panel and a cell back up unit (radio that makes system work wireless since she lives in a remote area that doesn’t have good coverage with her phone provider, and it’s causing her system not to work properly). After discussing her account from the determination the technician had made and last servicing the customer, and providing with the options she had open to her. We made a new service ticket to re-diagnose the issue to give her a better peace of mind.
Ms.[redacted] refused all services, she refused adding the equipment that will make it work properly, customer didn’t want to pay for upgrade of system, and we offered to replace her panel with the upgrade just to ensure that everything works properly but she also refused that offer. We tried calling her with a firm date for service but the customer kept disconnecting the phone line in our employees. We explained that she can change phone providers to someone that can offer better coverage since her security system is connected to her phone line and it’s affecting her system. Customer said “no” wanted to be released from her agreement because we couldn’t give her a free upgrade and changing phone companies was not an option for her. We try to accommodate her needs by making this transaction more affordable to meet her requirements but also provide the working services and customer still refused all options.
Furthermore, we went on to explaining if she did in fact wanted to cancel her account there would be a buyout fee that’s applicable and customer threatened us on a recorded line and disconnected the phone line in more than two occasions. We did provide the customer with credits in her account when she first called us about the services not working properly. We weren’t able to provide any more credits as we did in fact have a technician ready to service and customer refused all services forcing us to cancel her ticket after more than 4 attempts. In addition, Ms.[redacted]’s agreement remains valid due to the fact that we offered to make repairs and offer services and she declined them all. The offer still remains open if the customer changes her mind and allows us to service her home.
Respectfully,
Stephanie L[redacted]
Customer Service Manager
[redacted]
Safe Home Security
[redacted]
###-###-#### Ext. [redacted]

The only way to resolve is for you to dispute it as instructed.  I have nothing further to offer you, please see my previous response.

The current amount due is $122.97. This will have the account paid up to February 15, 2016. The difference of the previously billed amount has been credited.

This account has been canceled and a refund check in the amount of $121.83 has been mailed.

Complaint: [redacted]
I am rejecting this response because: it is terrible...

customer service to force a person to stay in a contract when the service is so terrible.  I would highly recommend that this companies rating is reflective of the truly terrible service.  I wish I could do more to show what a really horrible company this is and how they are so focused on getting your money but not helping you.  One of the worst companies I have ever dealt with.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Once Again the system never worked, Their service techs showed up weeks after the scheduled service date , Techs left the premises with out making repairs , Months later A tech was sent out showing up two and a half weeks after the scheduled date. At which time I requested that the system be removed . The tech contacted the dispatch after a short conversation refused to do the removal , Gave another diagnosis of improper installation and left. The system has never worked nor does it work now. Safe home security has never contacted me with any suggested repairs to make the system functional. only efforts to collect moneys for services never rendered. Because the system has never worked Safe home security has not met their obligation to the contract but insists I meet mine. Again I will not be satisfied with anything other than the resolution I've requested in my first complaint.
Sincerely,
[redacted]

Account #: [redacted]
To whom it may concern:

It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc. The customer was having issues with her thermostat in her alarm system.
On 6/20, the customer called into our office where she was...

requesting service because her thermostat that was not working on her alarm system. The customer service representative informed the customer that unfortunately the thermostat device is not covered under her parts and labor warranty, so she would have to pay for the replacement of the device which is $250.00. Z –wave devices such as thermostats, locks and cameras that can be accessed through a phone application are not covered under the warranty plan the customer has. Needless to say, the customer was upset and hung up.
The following day, customer service manager Greg contacted [redacted] after reviewing her account. The customer stated that the representative she spoke with last night was rude and that the agreement she signed was not what she agreed to from the salesman back in 2103. This customer was an account that Safe Home Security acquired from a security company that went out of business. The manager reviewed the call and the customer service representative was in no way rude to the customer, she only informed the customer about her account and the agreement is signed and valid.
During the conversation with the customer, the manager explained her agreement term and warranty to her and apologized multiple times for any misunderstanding she has encountered and that even though the device is not covered under warranty, we do value her as a customer would send a service technician to her home to replace the device at no charge. The customer declined. Greg M. ###-###-####.

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.   I was not told that the heirs are NOT responsible for the payment due.  So, if that is the case, since my name is not on the contract, that the contract is now completed.
Sincerely,
[redacted]

SHS has agreed to pay the estimate in the amount of $2,600.00, for the home repairs. A release has been sent to the customer. Upon receipt, a check will be issued, to resolve this matter
Jill K[redacted]
Legal
Safe Home Security
55 Sebethe Dr.
Cromwell, CT. 06416
###-###-####
[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]

TO WHOM IT MAY CONCERN , THIS COMPLAINT S/B ASSIGNED TO SAFE HOME MONITORING.   CLIENT WAS RE IMBURSED THE MONTH THAT THEY WERE DRAFTED WHICH IS WHAT THE CLIENT ASKED FOR.   Salvatore C[redacted] Resolutions Department Manager   Safe Home Security 1125 Middle St. Middletown, CT....

06457 ###-###-#### mailto:[email protected]

The complete resolution that Mr. [redacted] and I agreed on hasn't been met.  I did get the products that I was promised along with a tech that came out to train me on the system. However, the billing should have started in December, 2016 but they have tried several times to debit my account and I placed a stop payment on the auto deduction because of it.  Now they say I owe for a returned check fee and 2 months of monitoring.  I have called Mr. [redacted] several times without any return call from him.  The billing according to our agreement should have started in Dec. 2016.  Please assist me in this matter.  The last person at Safe Home Security that I spoke with said there were no notes in the file stating this.  If it was an oversight it could easily be corrected but without any contact from Mr. Belanger I don't have a clue what is happening. [redacted]

To Whom It May Concern,[redacted] followed the correct protocol to cancel their account with Safe Home Security. During the cancellation process they paid a buyout to close out their account. While the buyout was being processed an automated bill went out in the mail. That bill is not due as the...

buyout and the automated bill crossed each other in the mail. The buyout that was paid closed the account in full. The Humphrey's account is closed with a zero balance and no further action is required on their end. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

While we sympothize with the clients financial troubles the contract runs through February 2017.  They may pay $331.07 to cancel early or pay back balance and honor remaining balance monthly until the contract expires.

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 customer signed a 5 year renewal in 2012.  They stopped paying in 2014.  We do have resolutions available such as paying a 90% buyout to term or payment arrangements for back balance.  I wan't to clarify that the desired settlement is for us to cease contact and service and send...

the customer to a 3rd party debt collector for the balance owed ?  Please confirm that this is what you are requesting ?

Complaint: [redacted]
I am rejecting this response because although my balance was adjusted and you now recognize that I do not owe the company any money, your company sent the balance to be collected by a collection agency and this will have a negative impact on my credit rating.  Although your company is okay with the outcome, your actions have had a negative impact on my credit rating.  I am asking that you rectify the negative impact your company's actions have caused by telling those third parties of your error.  Only then, will things have been set right and back to the way it was before you erroneously sent out the collection request.
Sincerely,
[redacted]

To Whom It May Concern,It can take up to 60 days for the Credit Scrub to appear at the Credit Bureaus. We ask that if [redacted] disputes any charges via myannualcreditreport.com we can update it as satisfactory and paid to date on our end as well when the Credit Bureau contacts us. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security