Best Way Home Improvement

Complaint # [redacted]   After further investigation it has be founded that the refund in the amount of 137.07 is owed to customer and the check will be mailed out. We will make sure payment is sent to customer at his new home address.   Jevaun P[redacted] Resolutions Department Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 [redacted]
[redacted] www.safehomesecurityinc.com

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10526073, and find that this resolution would be satisfactory to me.

The client is under contract and it was installed 15 months ago.  They may either honor the remainder of the agreement or pay the buyout under section 4.

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 contingent to no further bank withdrawals.
Sincerely,
[redacted]

Good Afternoon:We spoke with [redacted] today, who informed us that her mother possibly "threw out" our rental equipment.  Therefore, she is unable to return the Device.  [redacted] also explained to her, based on her claim that the unit did not work that the Subscriber would have to check the...

batteries periodically, to ensure the unit was functioning.  There is a simple  "Battery Check" Button on the unit.  Also, the unit should have been tested from time to time, to ascertain it was in working order. In addition, multiple payments on the account were disputed.  At this time, we have only received a few payments and we are at a loss of our rental equipment, which is valued at $250.  In the interest of excellent customer service, we will close her mother's account. There will be no further billing attempts.  [redacted] was satisfied with that resolution.Sincerely,[redacted]Vice President

The client has a 5 year agreement.  Has called regarding financial issues.  Call us to resolve, we do not cancel contracts without cause.  Our representatives can work with you on a payment arrangement.

[redacted]
I am rejecting this response because:[redacted]Do you consider that an acceptable response?  They collected payment from me on the 5th of January even...

though they refused to send a technician out to fix the faulty sensor simply because I was not renewing the contract with them!  Ms. P[redacted] words were that they were not sending a technician out because they did not have a way to recover the cost for it.  However, they collected the monthly payment for December and January.  As soon as they were notified that I was not renewing the contract they felt it was no longer necessary to provide a service even though they were still under contract until February.
Sincerely,
[redacted]

The company has agreed to close this account with no further billing due.

[redacted] response is below:    On the date of installation the customer provided an email address [redacted] to receive the signed paperwork.  The agreement was signed on November 14th 2016.  In addition, the customer was provided with 6 free months of monitoring which are...

explained on the Deferred Billing document also signed and received on November 14th 2016.  As of the date of receiving this complaint November 1st 2017 the customer had not notified [redacted] of any issue in regards to be unable to view their documents. The customer has now been mailed a copy of the signed documents.     To ensure that customers are being monitored properly the panel is set up to send periodic test reports.  As of the date October 30th 2017 the customer does have a fully operating system.  As a recent example the customer had an alarm on October 10th 2017 and the system proved to be working properly.    The customer is currently under agreement for 66 month. The customer may cancel prior to completion of the agreement upon receipt of ninety percent (90%) of the stated terms.

Complaint: [redacted]
I am rejecting this response because: The only acceptable out come would be to cancel the contract that we didn't want in the first place.  Yes I did not notify them within the 60 day window which is why we have an automatic one year renewal.  They have lowered our rate for the one year renewal and they come out to upgrade and thus repair the system. 
Sincerely,
[redacted]

This account is in contract until September 27, 2022. Safe Home Security will continue to monitor the home and family until that time. Access your user's manual, become familiar with your alarm system (it may one day save a life), and arm your system every day and night.

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.  In terms of information that was reported to the credit agency, Safe Home Security should send updated information to the agency indicating that a billing error was involved since the account was requested to be closed long ago (attached is an example of communication that was sent to them in 2014).
Sincerely,
[redacted]

The customer has a 3 year contract for monitoring through July 2016.  It was legally purchased from [redacted] Home.  If the customer feels [redacted] Home offered to cancel they need to contact them directly to resolve and [redacted] Home will contact us with instructions.

Company accepts buyout for $383.00 to cancel account.

I left Chris a message two days ago and still have not heard back from him.  This is the same old stuff... Back and forth and no resolution.  Where is my six month credit on alarm services he promised me?  I still have not used my alarm in almost 5 months.  The business response is unacceptable.    Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Chris H[redacted], the only employee that has finally been able to assist me, is still having issues getting a technician to my residence over a week later. I spoke with Chris today in reference to my refund check that was mailed out via [redacted] on 10/23/2015. I have yet to receive the check and appears to be lost in the mail without any tracking information. The business is now sending out another check via [redacted], without a tracking number, to my house. I have to wait even longer to have this issue resolved. I requested to have the check over-nighted via [redacted] or [redacted] but the department refused to do so. I am appreciative of the one free month but unhappy due to several months of non-working service and refused service calls. I now understand the terms on the repeater. I was told that part was to still be covered under the parts and labor warranty. It seems as if there guarantee issues, miscommunication, and laziness through several departments at this business. Nobody is on the same page or says the same thing.
Sincerely,
[redacted]

We called the customer for service. They did not answer the phone or return any phone calls. They have no voicemail setup. If the customer can give us at least two numbers for contact we will gladly go to the home and service the equipment at no charge to them.
Christopher Heath
Customer Service Manager
Safe Home Security
[redacted], CT. [redacted] ###-###-####
mailto:[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.
 Thank you for helping in this matter and thank you to the business for such a quick fix. 
Sincerely,
[redacted]

Customer called in for service and did not get good customer service in a timely manner. The people involved have been handled and the service was completed and customer sent in a nice compliment letter for one our customer service reps , who was awarded a gift certificate. Any future questions or...

concerns can be sent to [redacted] at [redacted] ext [redacted].

This account is scheduled to expire on June 5, 2016.