Best Way Home Improvement

Complaint: [redacted]
I am rejecting this response because: I spoke with Karen today. My husband has died and I sold my house yesterday but Karen said I still have to pay 90% of the remaining contract. The service needs to be stopped and canceled without fee due to the death of my husband and due to my house has sold. 
Sincerely,
Edna Cozart

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]

Complaint: [redacted]
I am rejecting this response because: The account seems to still be open. The unit in my home is still on, and I am still able to log into the account on line using the...

alarm.com app as of 2/5/18. There still is no refund issued to my bank account as of 2/5/18.
Sincerely,
[redacted]

We have reached out to the customer and have made the proper correction to the account to reflect [redacted] as the actual holder We have also supplied [redacted] with the necessary information as to how to have the inquiry removed through [redacted]. We apologize for any misunderstanding and...

have taken the appropriate steps this does not happen in the future. Should the customer have any other concerns, please call us at ###-###-####.

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

have contacted [redacted] and they refered us to [redacted] Security, the ones who approached us on switching. We will need to email them a bill that shows the amount to break the contract from Safe Home Security. Once we have that bill, we can conclude this ticket.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have been given that response twice before, however if this time there really is a credit report correction, then we can close this matter.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The requested documentation was provided to David yesterday, June 29, 2016.  He verbally told me on the phone that it would be taken care of.  However, I have been verbally assured this over the phone numerous times, so you will understand my reluctance to believe you.  I would like something in writing stating that my account has been closed and the balances is $0.00.  
Sincerely,
[redacted]

Attached is the agreement which is in effect until May 7, 2016. A written letter of cancellation is required at least 60 days prior to the end of the agreement. Safe Home Security has received a written request to cancel postmarked October 7, 2015. This account is scheduled to terminate on May 7,...

2016.

Our response remains the same regarding our cancellation policy, due to the conversations with the customer that occurred after 8/12/15 regarding testing the system to show that it's working (specifically a lengthy conversation on 8/19/15 with a Manager), and the lack of a written cancellation letter being received until 8/25/15.  We are more than happy to service the alarm system for free, and would even be willing to offer the customer 2 free months of monitoring for August and September if the customer has not been using the system.  Our goal is to provide the customer with an alarm system that is working properly and protecting them effectively. And we are happy to perform any necessary repairs free of charge.

Complaint: [redacted]
I am rejecting this response because:First of all, I am only in a 3 year contract as attached agreement states. Second of all, I was told by Safe Home Security on or about January 20, 2017 that I would be getting a repeater or transmitter ordered and installed at NO charge to me to get my alarm system up and running. Since this was stated to be done before I contacted the Revdex.com, and I had not even received a return phone call as to when the service was to be completed, and it is now MARCH!!!! The day after I contacted the Revdex.com, I just so happen to get 3 phone calls while I was at lunch, REALLY. I am just completely disgusted with the way this so called "business" treats their customers and personally I DO NOT want to have to depend on this business to PROTECT my home and family anymore! Thank you.
Sincerely,
[redacted]

The payment received paid the contract in full and the account is now canceled.

Attached is a copy of the agreement reflecting the terms the company is adhering to. In favor of the customer, Safe Home Security is honoring a 12 month roll as opposed to a 36 month roll.

We have contacted [redacted], and we are sending out a new technician to service the alarm, and credit the account for all of her downtime.

Complaint: [redacted]
I am rejecting this response because:  A refund is not impractical.  The Revdex.com has over 600 complaints on this company.  They have billed me twice after FINALLY responding to my...

written request to cancel service.  This is $79.98.This company does NOT honor its contracts, does NOT respond to customer requests for service, does NOT call back (on numerous occassions) when they have said they would do so. This accounts for the other $1,000.00.   I would like the 600+ complaints to be reviewed and theis business be forced to shut down.  They will continue to take advantage of their clients if something more is not done.Below is a copy of email correspondance:Totally understandable, thank you for your time. If you ever have second thoughts don’t hesitate to call. Best of luck Brian P[redacted] Senior Account Executive Safe Home Security [redacted]
[redacted] ###-###-#### [redacted]
[redacted]
[redacted]
-----Original Message----- From: [redacted]] Sent: Sunday, November 08, 2015 4:54 PM To: Brian P[redacted] Cc: [redacted] Subject: Re: Customer Appreciation Alarm offer Brian, Thank you for this offer. I have discussed the offer with my husband and we do NOT wish to continue service at this time.  The following is a list of reasons I wish to discontinue service: 1. My system has not worked in nearly 3 years and I have not received a call from Safe Home inquiring about the alarm. 2.  I have called at least 4 or 5 times in the past year to set up service to be told I would receive a call back -- but never got one. (Not to mention the number of times I have called after I installed my digital phone 3 years ago) 3.  I believe my contract stated I would receive an annual inspection on the alarm components-- but in 8 years I have never received one. 4.  It has been difficult to talk to anyone at the company regarding any concern I have had. 5. I no longer have the confidence your company will protect my family in case of an emergency. Please discontinue my service prior to the next billing cycle. Thank you, [redacted] ---- Brian P[redacted] <[redacted]> wrote: > Mrs. [redacted], > It was nice speaking with you today and thank you for hearing me out. As part of our customer appreciation program I would be able to update your system to work independently so would be able to stay safe at an affordable rate as well as have my guaranteed personal extension and service. Here is what I would able to include. > > > *         Discounted Rate of $29.99 > > *         Update Your System To [redacted] Wireless So it can operate totally independently > > *         4 Months of Free Monitoring > > *         Certificate of Insurance for a Discount on your homeowners insurance > > Please Let me Know And I can set a date for service at your convenience. > > > Respectfully, > > Brian P[redacted] > Senior Account Executive > Safe Home Security > [redacted]
[redacted] > ###-###-#### > [redacted]
Sincerely,
[redacted]

Please see the original response.  It is accurate.

SPOKE TO CLIENT NUJMEROUS TIMES AND ALSO CALLED HER BACK NUMEROUS TIMES ON A RECORDED LINE EXPLAINED TO CUSTOMER THAT I RESEARCHED THIS ISSUE  THOROUGHLY WITH ALL THE PARTIES AND I EXPLAINED TO HER THAT SHE WAS GIVEN THAT PRICE TO SAVE HER MONEY WE GAVE HER A BRAND NEW SYSTEM AS WELL AS CANCELLED OUT HER OTHER ACCT, AGAIN I ALSO REACHED OUT TO HER A NUMBER OF TIMES. ALL CALLS ARE RECORDED AND SHE WAS INFORMED OF THE PRICE OF THE NEW SYSTEM WHICH BROUGHT ABOUT A SAVINGS OF OVER 1000.00 DOLLARS. THERE IS NOTHING MORE WE CAN DO ON OUR PART HER NEW AGREEMENT IS VALID. AND WE STAND BY OUR DECISION. THANK YOU

To Whom It May Concern,Although the customer has demanded it, he is not eligible for the 90% early cancellation fee. It states in the agreement that is applicable for sale of home, death, and transfers only. The customer's agreement expires September 15th, 2017. The customer can either pay monthly or quarterly payments until that date. The account is currently past due as the customer had the February EFT blocked. The monitoring station that is used, and the original dealer that sold the account have no bearing on the situation or account whatsoever. The contract that the customer signed is with Safe Home Security. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

While we feel for the customers loss this is a contractual obligation.  We pay upfront for our customer contracts and need to retain 90% of the original obligation.  The client signed 2 different documents both stating 60 months so it is unfortunate that he did not understand that...

term.  We could move the system if teh client has another location he could use it in, otherwise early cancellation is outlines under section 4 of the attached contract.

A Senior Account Executive by the name of Stephanie F. will be in contact with you to discuss your account.

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. Also, in response to the client stating "we can not just assume people want to cancel, how would we know?" I sent a request to cancel BEFORE my contract was up, that's how they should have known.
Sincerely,
[redacted]