Best Way Home Improvement

This customer's letter of cancellation is on file with Safe Home Security and the agreement will expire December 12, 2017. A message was left for the customer on September 12, 2017.

We have shipped the client a box and return label to ship back the equipment.

Complaint: [redacted]
I am rejecting this response because:I always had problems.  They happened over and over again.  When I tried to get service it could take weeks.  Therefore you did not fill your end of the contract.  I want my money back for the times it did not work.  I cannot live alone and be dependent on a service that does not work.  When it was causing me trouble again I could not wait weeks to get service.  It was never consitently working and you have those records on file.  I will not be paying out a contract on a service that was not dependable.  
Sincerely,
[redacted]

Regarding acct 29230 for exterior escapes we have decided to release this customer from contract and terminate acct in good standing.   Thank you   [redacted] CRO,Chief Retention Officer   Safe Home Security 1[redacted]
[redacted] ###-###-##[redacted]...

[redacted]
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CUSTOMERS CONTRACT ENDS IN MAY 2016. WE WILL CANCEL AT THAT POINT. CUSTOMER WAS TOLD SHE WOULD BE RESPONSIBLE TO PAY UNTIL THEN

The original contract was with Point Security and when I called for service, Chastity A[redacted] informed me that my original contract expired and that I would have to complete a new contract on-line before they can send a tech to fix the problem. So I faithfully completed the new contract not being aware...

that the company changed. They still have not sent a tech to repair after many phone calls made after contract was completed. My ideal situation would be to discontinue this contract. I will mail a copy of the new contract.

Complaint: [redacted]
I am rejecting this response because:This was never communicated to us.  All they kept saying was that we needed to send in written coorespondance to cancel the account, which I did EVERY time they requested it.  I was originally told that I would receive a confirmation letter upon them receiving the cancellation and in that letter it would detail if there was any contract issues.  I never received said letter, and every time I called they told me the same thing, send a cancellation letter and we will move forward.  Had they sent us a letter explaining any sort of contractual obligations we would have addressed them at that point, and the new company we signed with was willing to pay those fees upon proof from safe home...proof safe home refused to provide us with.
Sincerely,
[redacted]

Attempting to resolve all issues, we cannot cancel agreement.We left a voice mail today, with our contact info.

We have no further remedies.  Please see options in original response.

National Protective It was brought to our attention that [redacted] has filed a complaint against [redacted] Services Inc over issues regarding contractual agreements and service. The customer signed a 60 month agreement on 1/6/2015 and her home has been protected by our company since...

then, where the customer has never had an issue with their system until recently.   The customer called our office and stated that she was moving.  Our representative informed her that we would need to have her sign new paperwork reflecting the new address and there would be a charge of $200.00 for a technician to uninstall the system, box it up and reinstall at the new location.   The customer agreed to this and an agreement was sent.  Currently, there has been no money charged to the customer’s account as stated in the complaint. They will not be charged until the new agreement is signed in which it reflects their primary term (32 months remaining).  As I was responding to this complaint, the customer signed the agreement, so we will be contacting her to schedule service.  The customer may speak with Joanna ###-###-####  Ext 1126  or Greg  ###-###-####     Gregory M[redacted] Customer Service Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 ###-###-#### [redacted]

Called customer and left a message that her payment did return for september but didnt say why. told cust only owed for 39.99 for septmeber and 39.99 for october , that all other charges would be waived and we can set account back up for payments to come back out automatically.

The customer signed a 36 month agreement for monitoring.  It was changed from a 60 month, these are the only kinds avaialable 3 or 5 years.  If a customer moves or cancels early for any reason we accept 90% of the contract to term.  In this case the customer owes $822.03.  Again...

as a courtesy if he pays $700 by July 8, 2015 we will accept that as payment in full.  In terms of credit, anytime a consumer is alte by more than 30 days with a scheduled payment they run the risk of being reported.  We report all accounts, good or bad, monthly.  A consumer may dispute any credit information they feel is incorrect by logging into [redacted] or [redacted] and submitting disputes.

We have addressed all of Mr [redacted]s requests and rectified the billing issue. We also notified all [redacted] bureaus that his account was not past due. Any questions regarding this matter, feel free to contact myself. Stephanie L[redacted] Customer Service Manager, ###-###-####

The customer has a cell unit built into their alarm to avoid having to use a telephone line. That unit uses cell towers that the cellular providers (not Safe Home Security) have discontinued use of. This causes the customer to require an upgrade of that unit. This is very similar to the switch over...

to digital that the cable companies did back in the 2000’s. This cellular unit is how the customer’s alarm communicates with the central station, and is the customer’s responsibility to maintain. In an effort to help the customer, we offered to absorb the cost of the unit if the customer renewed with us. The customer called in and agreed to the upgrade verbally. We sent her an electronic agreement and scheduled her for a service call. When we called the customer to confirm the appointment, the customer canceled the service call and requested information on how to cancel the account. We did offer an option on how the customer can replace their unit without signing an extension. Adele returned the customer’s call on 1/9 and again on 1/11. I have verified these calls myself. I also personally reached out to the client via telephone and email on 1/11 without a response. We are sorry the customer is not receiving their messages. We suggest contacting her telephone provider if she is not receiving her voicemails or internet provider for a possible problem with receiving her emails. If the customer had simply returned my call or email, we could have easily resolved this. We are disappointed that the customer made a complaint to the Revdex.com instead of attempting to work out a resolution with us. I was willing to compensate the customer for the lack of service she received in November, and investigate the individuals responsible. I cannot fix the customer’s problem if they won’t return my calls, however. The customer can renew with us for a free unit or pay the $99.00 for the unit with no renewal. Otherwise, the customer’s account expires in April. If she wishes to discuss this further, she can contact my office directly.   Kristopher V[redacted] Customer Service Director   [redacted]
[redacted]

We will release the client without further obligation even though they never sent a cancellation letter in until December 2017.  The account was handled correctly.  Please allow 30 days for the cancellation process to complete and ignore any correspondence or invoices received prior to...

then.  Neither party has any further obligation to the other.

Complaint: [redacted]
I am rejecting this response...

because:
Sincerely,
[redacted]   If Safe Home Security would have kept their promise to come out and test my system; I would not have gone with another company.  I waited over two months for them to test my system; I call numerous times; I got the same reply each time; we will send out a rep but they did not.

The contract has been paid in full and the account has been canceled.

It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc because she was upset over her contract. I spoke with [redacted] and expressed that we hope her husband is felling better and that per her request, we have cancelled their account and waived...

any balance due.  ###-###-####   Greg ext. [redacted]     Gregory M[redacted] Customer Service Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 ###-###-#### [redacted]

I do apologize for the delay in getting you the cellular backup unit you should have had many months ago. We certainly will be sending the part out tomorrow and when you receive it please call me directly at [redacted]  x [redacted]. I will set service and get your system up and running...

again. In addition I will be crediting your account for the additional months you did not have service. I hope this meets with your expectations.Respectfully,[redacted]Dispatch Manager

To Whom It May Concern,In regards to the complaint against Security Systems Inc.:We are in possession of recorded calls of this customer stating she ripped the system off the wall, and has refused to pay. This does not cancel out the contract as this customer is currently in contract until August...

6th, 2017. The customer's account is currently past due in the amount of $531.62 as the customer has not paid any payments on this account since September of 2016. We are willing to work out a reduced settlement with this customer to close the account. If the customer is unwilling to work with us in regards to a settlement, we will be forced to seek the whole past due balance, including late and finance charges, and bounce fee's, along with the future payments until the agreement's expiration date in August of 2017. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security