Best Way Home Improvement

The company apologizes for the negative experience the customer has had, though that does not nullify the legally binding agreement. The final payment is $449.91, and if the customer needs the final invoice in writing they may contact [redacted] (Co-Director of the Customer Care Department) at...

[redacted] xt. [redacted].

We can reschedule the appointment, and the credit was applied, but we cannot cancel the account.

Opperation of the alarm has been proven to be working correctly. Any issues were with how the client was arming the system. The client will be available next week to be walked through arming from the key pad again.

Complaint: [redacted]
I am rejecting this response because:I never received a phone call or letter pertaining to unpaid Balance last contact information heard from safe home was July 2015 until I received call April 21st 2017 that's why I'm so pissed about all of this because your lying saying you tried to contact me and no one ever did till the 21st of April 2017 and I was never advised of the 90 percent in 2015 in the cancellation letter so since it's your negligence I should've only had to pay the 90 percent of the 4 remaining years which in turn would give me a refund of roughly 900 dollars I even have email proof of Representative agreeing that I paid too much but she said her manager would have to ok refund 
Sincerely,
[redacted]

Complaint against National Protection Service:This account has been canceled per the customer's request.

Account is cancelled with no further obligation.  Credit repeal and refund being issued, please allow 7 to 10 days.

Complaint: [redacted]
I am rejecting this response because:  I have since come to find out that they went and sold my contract to a third party, unbeknownst to...

me and unauthorized by me. The sales person, while in my house last year, never lead me to believe that I would be locked in to a 36 month contract, nor did he ever explain that there would be the possibility of the contract then being sold to another company entirely. It's wholly misleading and deceptive. I am not happy with the service and should not be locked into a contract because I was mislead from the start by the (previous) company's representative.   I expect a more palatable resolution. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The information provided from Jerry at safe home security is not completely accurate. As I mentioned in the original complaint I spoke with many reps from July-Aug when we sold the home regarding the contract not being the correct  contract term. Nobody was able to provide me with any info or a contract copy. The last rep I spoke to, Katie I believe,  referred me to Jerry. I left a voice mail for him. The next week I didn't hear back so I called the company again and finally reached him. This was August 8th I believe. From there Jerry and I discussed the contract in depth and the term buy out pricing. He is the ONLY ONE I discussed contract pricing with. He told me  verbally the first price, on a sticky note attached to the contract he sent me for a second price, and the third price in email. I have the documentation to prove the price differences. When questioned the difference between prices he pretty much ignored it and never gave me an accurate price when requested.  Please see attachment of "original" contract and sticky note with pricing and email with pricing.  As far as the contract signature he quickly disregarded my concern for a fraudulent signature. He did provide me with the signature from another form that I signed for install around the same time as the contract. However, the signatures are not the same. There are many differences between them and that is not how I have ever signed. I even pointed out the differences in an email and he never replied back.   It's not right that a company who should strive for a good reputation disregarded a clearly fraudulent signature.  However, from what I have read on their reviews that's definitely not surprising. Please see the attached email with the information requested and explaining the differences between my signature and the one on file.As far as the double billing for the same security system, that's horrible business practice and should be illegal for a company to rip of customers like that.  Safe home security is currently billing the new owners of the home and fraudulently extended our contract term, therefore we are asking for our contract to be terminated and the termination fees waived. 
Sincerely,
[redacted]

After speaking with the customer again, we came to an agreement to monitor the customer until April 30, 2016. Effective May 1st,2016 she will no longer be billed or monitored by us and will be released from her agreement. Going forward she can contact Christopher H[redacted] ###-###-####.
Christopher Heath
Customer Service Manager
Safe Home Security
[redacted]
###-###-####
mailto[redacted]
www.safehomesecurityinc.com
https://www.facebook.com/pages/Safe-Home-Security-Inc/13984[redacted]9

The customer is responsible for their original agreement they signed in their original home. No where in the agreement does it state that we can guarantee moving a customer's system. It doesnt state that we can move the system at all. The customer's original home had a hardwired alarm...

system that we took over. Those types of alarm systems are not moved. The customer had a system in their new home that we attempted to activate. We agreed to waive the $199 activation fee (this is the cost for a technician to perform the necessary work of activating the new system). We attempted to work with the customer in August but after multiple calls of the customer screaming, and using vulgarity, we were unable to get her to sign a new agreement at the new address. We have not brought a case to an arbitrator, so we do not have a name to give the customer. If the customer files for arbitration, we will be notified and assign an attorney as necessary. If the customer would like a resolution and avoid arbitration, we would ask they sign a new agreement for the months remaining of her original agreement, and we can attempt to activate the alarm at the customer's home. We will waive the $199.00 system move fee. We will not refund the client for services that they were responsible on the original agreement. We did nothing to breach the original agreement the customer signed. There is no agreement for us to monitor the new home. The customer refused to sign an agreement for that home after we advised her four separate times that this is what needed to be done. Had they signed a new agreement, we would have been able to release the original agreement. On September 8th, 2015, we once again advised the reason the address was not updated was because she hadn't signed the new agreement and paid the system move fee. This process is not as simple as updating an address in a computer. It is closing one contract obligation because another account is open. There is paperwork involved for legal reasons. That was the last communication we heard until we received notice on September 28th that the client filed a small claims case. Since they filed a claim in court, and refused to work with us after that, there was nothing we could do.

As early as February 2015 the customer indicated to us she no longer had a compatible phone line.  The system will never work without one and the customer is responsible in the contract for maintaining one.  We offered multiple times to come install a cell back up unit but the customer was...

not interested in paying for it.  Currently the balance is $773.  If the customer pays $250 we will install the CBU however the rate will go up $10 and the customer must sign a new agreement.  If she agrees we will credit out the remaining balance after installation.  The only other option is for the customer to pay the back balance and we will install the CBU for free but the rate will go up $10 through the remainder of the contract.  The other options include having phone service restored or paying a buyout on the contract.

Complaint: [redacted]
I am rejecting this response because: I never received anything else from you after the July 2015 statement never received a so called final statement or I would've paid it back then contract states 90% of 5yr contract in which I already paid 1 yr of that when I wrote u to get out of contract which left 4yrs I received a letter stating contract was voided per my request and never heard anything else from you I'm saying the remaining balance of the 4yrs I should've only had to pay 90% of that per contract in which you would owe me roughly 900 dollars in refund ...I mean obviously you guys screwed up by sending me letter saying contract was voided and never sent me a final statement of 90% owed ...so make it right like I thought I was when I paid ur requested about 
Sincerely,
[redacted]

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

WE CAN NOT LOCATE THE CUSTOMERS ACCOUNT FROM "MY 92 YEAR OLD GRANDMOTHER" PLEASE PROVIDE HER NAME ADDRESS PHONE OR ACCOUNT NUMBER

I just left a message to set service again, we have a new Tekhnician in the area, John B[redacted], I also credited the account for a zero balance until 1-15-16, we will service the back door at no charge, but we cannot cancel the agreement.

I’m responding to Revdex.com complaint # [redacted]   I have contacted our dealer and below is his response.  $178 dollar is for the buyout for [redacted].   Thank you.   From: [redacted] Sent: Tuesday, July 21, 2015 5:44 PM To: [redacted]...

Cc: [redacted] Subject: Re: FW: Scanned image Final Check Department   [redacted]   I talked with [redacted] today , and after letting her listen to the recorded sales call where the rep stated it was a 5 year agreement , that she changed when tech went out to install,   and also she - [redacted] stated she was on month to month with old company,    We agreeded she has received 4 months free already , and she admitted that she was told the gift card would go away if she didn't do 5 year agreement,   We will pay the $178.00 dollars she owes and close case. I am sending my response to you because I didn't get the complaint from Revdex.com where I could answer directly. let me know if I need to do anything else related to this. Thanks [redacted]

Complaint: [redacted]
I am rejecting this response because: Mr. [redacted] called me ( [redacted])...

yesterday and we verify the account as [redacted]. the name on the account is [redacted]. I was told they will be reviewing the account and getting back to us in a few days. 
Sincerely,
[redacted]

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] 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

To Whom It May Concern,In regards to the complaint against Security Systems Inc.:We have reviewed this matter in detail and have assigned this account to Senior Account Executive Aalan R[redacted] to speak to the customer via phone and come to an agreeable resolution. He can be reached via phone at [redacted]...

[redacted] or by email at [redacted] Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Refund check was issued and mailed 7/18.  Account was pushed out in 1 month.  Will not pay for August.