Best Way Home Improvement

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I disagree, and their stance is contrary to the verbal agreement I received, but I no longer expect them to behave honorably. Therefore, I consider the matter closed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:In May of 2015 we tried to have our alarm system upgraded to a cellular card so that we could have our primary land line disconnected. This resulted in our not having alarm services until October of 2015 and we just received a collection notice without having even been billed. The details are as follows: In May 2015 we tried to have our alarm service upgraded. It took us a month to receive the part then when it was installed it caused the main panel to stop working. We finally had to work with a supervisor after a Revdex.com complaint was filed to begin to get service back. It took until September of 2015 for us to finally get the service restored leaving my family in jeopardy that whole time. The entire process was a comedy of errors even to the point that the installer said we should get away from this company. In the process we dealt with Christopher H[redacted] and we were told that we would be given a new upgraded alarm panel free of charge that installation would be included and that we would be credited with 5 months of free service. It ended up that once the new alarm panel was installed the cellular card that was sent to us didn't work and we had to wait another month for a new card and installation. Finally in mid October we received the correct cellular card and it was installed and we had service again. We have never received a bill. In December we received a collections letter stating that we owed them over $1500.00 and that the account was past due. After talking with Faye in collections (Honestly the only person who answers her phone and has tried to help) I was told that I needed to contact Christopher H[redacted] again because he would have to take care of the credits needed on our account. She connected me and as always I had to leave a message for Mr. H[redacted]. I never received a call back or any corospondance until today when we received another collections notice. One again all we have been able to get from Safe Home Security is a run around of voice mails with the exception of Faye. We have no desire to try and cheat anyone out of money we owe but we don't believe we owe anything. We still haven't been provide with any documentation that would lead us to believe that we owe anything. I have some e-mail correspondence that I will be more than happy to share. All of the correspondence is one way since they seem to not want to communicate, however they never disputed the statements I made in response to our conversations. It's difficult to describe a desired outcome when you don't know what the issues really are. From the information we have, we want the credit we were promised, any charges for the equipment that we were told would be installed free of charge removed and a detailed invoice of any other supposed charges that are due. After the account is reconciled we would request that SHS release us from our contract so that we can find a company that will supply the protection we need in a timely manner allowing us to feel safe.
Sincerely,
[redacted]

February 4, 2016
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 billing on her account. we were able to rectify the problems and she is now current with the billing of her account. We spoke to the customer and apologize for the inconvenience and explained the delay in response. Ms. [redacted] is satisfied with the decisions made and has no further requests. Shall you have any further questions please respond to the Revdex.com as stated.
Respectfully,
Stephanie L[redacted]
Customer Service Manager
###-###-####

Anthem's response is as follows   On the date of installation the customer provided an email address [redacted] to receive their signed paperwork.  The agreement was signed on August 3rd 2017.  The customer was provided with 6 free months of monitoring which are...

explained on the Deferred Billing document also signed and received on August 3rd 2017.  The customer was given these 6 free months because the customer was under agreement with another company.  The free months were to offset any payments that the customer needed to make to their previous company.  In this agreement it states that the customer is aware that it is their responsibility to cancel their agreement with the their previous company and that the customer acknowledges that neither the company nor the representative are in anyway affiliated with the previous alarm security company. On the date of August 3rd 2017 there is also a recorded call with the customer.  The customer acknowledged that they understood they were being monitored by a new company.    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.

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 appreciate that after no fewer than 8 contacts with SafeHome occurring on at least 4/16/15, 5/22/15, 6/26/15, 7/10/15, 10/29/15 (not all dates recorded) and a complaint to the [redacted] Attorney General's Office and the Connecticut Revdex.com, your company finally sent a technician to repair the security system on 11/9/15. I also appreciate that you provided a monitoring service credit of two months during this period. I do not accept this response because SafeHome charged for monitoring services throughout at least eight months of system failure, which began sometime in early March 2015. The service for which I contracted could not be provided by SafeHome for this period because the system did not work. I am due an additional six months service credit for the period of system failure. This level of restitution does not include the considerable time and effort it has taken me to motivate your company to honor its obligations. I am sorry that your technicians had personal concerns that prevented them from scheduling repairs. This is not pertinent, however, to whether it is legitimate for a company to charge for a service that it did not provide and obligate a customer to this level of persistence to get meaningful resolution.
Sincerely,
[redacted]

The customer has not made a payment since September of 2014. If the customer is willing to pay to the current date of July 31st, which would be $399.90, we will close the account as these are services that have been rendered and paid for by the company. This will be the company's final offer for a resolution. Any future questions please contact [redacted] (Co-Director of the Customer Care Department) at [redacted] xt [redacted] for any questions.

Complaint: [redacted]
I am rejecting this response because:I'm not sure why I received this one twice, as I already replied to the exact same message earlier today.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not made any such arrangement or agreement. Their statement is not true. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:you're absolutely right I am upset of the price....

I bit my tongue for a few years now being that when I made the mistake of signing up with this company as a first time home buyer, and feeling taken advantage of when finding out what an honest alarm company charges on a monthly basis for better service. For months now my system has been disconnected due to a battery failure. Now when I agreed to this contract, I was promised that if there was ever a failure or tampering with the system, I would be notified as would the police. To date, I have not received a phone call once on the matter. I am not creating some situation that does not exist. I have been a loyal customer to every company that I use because I receive the service to which I pay money for. Now, if you look at the companies reviews, not only have they received 2 stars out of 5, but there are numerous complaints! I feel very mislead and had paid for years now for a basic service. If nothing is agreed upon, I want out of this contract month before my contract is up and will gladly pay the money ahead of time. It is not fair that myself or any other consumer should have to pay for any service or product that is not what they signed up for. Never mind the overcharge for this so called service! 
Sincerely,
[redacted]

Per our first response, we still offer to service this customer.

There is nothing further owed on this account.  Bills are generated electronically weeks in advance as they are sent via a mailhouse.  You may ignore any invoice you may have received.  You have no further obligation on this account.

The customer has an appointment scheduled for December 11th to rectify this issue. We have issued the customer 2 months of free service for the inconvenience.

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 Revdex.com for helping me with this issue because they have terrible customer service!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I do not...

feel that the business has answered the complaint at all.  The complaint is that we sent written notice in advance to the only address we had asking them to cancel our service.  We sent that written notice in plenty of time.  I do not feel like the company cares about their customers by the way I was treated when I called to talk to someone about it on several occasions.  They were rude and acted like they didn't care at all.  I understand that the company sees on their end that the contract is until September 2016 but we sent written notice just like the contract requires in plenty of time (more than the 45 days that is required).  The contract does not state what address to send the written notice to so we sent it to the only address we had and that was the address we sent our payment to.  I feel like they are being very unreasonable and will not work with me at all.  I don't see the need to pay out around $300 over the next year when we don't live there anymore and our renters are not going to use the alarm system anyways.  I know that if anyone at that company was in my shoes they wouldn't want to pay for something that they don't use either.  It's a waste of money.  If they cared about their customers they would be a little more helpful and understanding. They seem to only care about money and not their customers.  I would like a better response than what I previously received.  Thank you!
Sincerely,
Kristy Harris

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]

Customer was contacted and put in touch with an executive to assist them with all of their issues.

The client called into cancel in 2013 citing affordability.  She agreed to new 60 month agreement with 5 free monthsand a $5 per month reduction.  We will reduce the contract to 36 months meaning that she owes through September 2016.  This must be paid by March 31, 2016 or...

the offer is recscindd.  Please work through Matthew [redacted] your account manager.  The final balance owed is $948.58

Complaint ID#[redacted] Phone# ###-###-####     Response to the complaint:   We have reached out to the client to advise that we will be shipping the part to his home. Once he receives the part, he is then to give...

us a call to schedule a service appointment to install the device. The part needed is a Repeater to allow the sensor to communicate from the distance to the panel. Client will not be billed for the equipment or the service call.

Complaint: [redacted]
I am rejecting this response because: This business is not right after I found out they automatically put me in another year contract my husband called and talk to the billing office and she told him that she would call me back to cancel it or try to work something out well she called me and kept trying to influence me to stay after I had already repeatedly stated I just wanted to cancel she wanted to know what I was interested in doing I stated getting a camera system but with another company she went on and on until she figured I wouldn't change my mind and then told me I couldn't get out of the contract for another year and if I tried taking legal actions it wouldn't matter cause I wouldn't win because it's in contract so I asked if my contract was up and you all knew I would automatically be resigned in a contract why didn't y'all state this when you first call to tell me about renewal of my contract she stated that wasn't her job to warn me about 60 day prior cancellation it was mine this company is very unprofessional and I want out but after the back and forth with them and unprofessional employees I haven't answerd any calls from them am just waiting this unauthorized prolonged contract out if need be because I don't trust that they'll actually cancel it without trying to attach to my credit report so there for I'll send in my cancellation email this week and wait out the time to ensure that doesn't happen and never make this mistake of signing any contract with this company or any other company without being aware of the fine print clauses I've been a faithful customer and have never missed one payment in 3 years and unless they can provide me something in writing stating its cancelled with no penalty I'll just wait it out there not trustworthy in my opinion.
Sincerely,
[redacted]