Best Way Home Improvement

RESPONSE TO Revdex.com COMPLAINT  ID # [redacted] This account #[redacted] has been completed canceled and the client [redacted] [redacted]Is now canceled and the agreement is now canceled and void.We apologize for this miscommunication and hope that this...

now resolves this issue.Clients have been notified both verbally and an email that in fact this account and agreement is canceled. Thank you Jerry R[redacted]Resolutions Department Manager us why here...

Complaint: [redacted]
I am rejecting this response because:
I spoke with the customer service manager Greg on 11/30. He did say that a service call was scheduled for 12/4, but could not give me either the name of the provider, or a time for service. He assured me that he would follow up the following day, 12/1 with specifics, but no call or message was ever received. I called again and spoke with another supervisor, Stephanie L[redacted], who I have spoken with previously. Currently I am on hold for the 20th minute, waiting for a response and an explanation for the lack of concern and sense of urgency in this matter. As of the time of his communication, I still have no time of service, and feel it is unacceptable to not have the information in the time frame provided.
Sincerely,
[redacted]

In no certain terms, I, [redacted] (Co-Director of the Customer Care Department) stated to the customer that I would like to reach a resolution with the customer that would entail having their system fixed and relieve them of their current debt. This resolution was contingent on the customer signing a new agreement. The customer has gone with another security company. Although they are in the primary portion of their agreement, the company is willing cancel the customer's account, against their contractual obligations, as long as we receive the monies for services already rendered. The company feels this is more than fair.

After speaking with the Mrs. [redacted] it was determined that the three page carbon paper agreement was mailed out to the customer’s home on February 11, 2015. Our representative spoke with Mrs. [redacted] and was granted the permission to send the paperwork to her physical address. February 21, 2015 the...

agreement was signed “[redacted]” and the white and yellow copies labeled for the office were mailed back. The customer’s pink copy of the agreement was not mailed to us as it is for their own records. The hand written section of the agreement which had her name and address was filled out by our representative, the same as our first agreement together March 31, 2012. It was explained that if she were to send legal evidence of a forgery and or identity theft that we will cancel and terminate the agreement with no penalty.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
[redacted]
###-###-####
mailto:[redacted]

The dealer spoke has spoken with the customer. A service call has been scheduled to complete the installation of the cameras.

Account #: [redacted]   Dear sir or Madam:     
[redacted]                        We have tried reaching you by phone and were unable to contact you.   Per your request I am contacting you by email.   What I would like to do is set up a service appointment to have Zach (SAME INSTALLER) make repairs and check for any damage.  What days/times can you have someone be at the home so I can send the tech? You will not charge you for this service call.                        In regards to adding the warranty, unfortunately a new agreement would be needed.   It would extend your current agreement by 2 years.                                          ...⇄ ###-###-####  ext [redacted]   pan style='font-size:11.0pt;color:#1F497D'>Safe Home Security  55 Sebethe Dr. Cromwell, CT. 06416 ###-###-#### ###-###-#### Fax ###-###-#### Credit Line mailto:[redacted] www.safehomesecurityinc.com https://www.facebook.com/pages/Safe-Home-Security-Inc/13984[redacted]9

Revdex.com Response [redacted] [redacted]   After speaking with the customer we were able to mediate the situation and figure out where we can excel and get better. We agreed on a new date and time to have our technician fix her initial problem with their alarm on December 7th. As far as consistency the...

customer has been instructed to contact Christopher H[redacted] in regards to their account if any need arises in the future. Christopher can be reached at ###-###-#### or via email [redacted] MsoNormal>Middletown, CT. 06457  ###-###-####

The account has since been closed.

Complaint: [redacted]
I am rejecting this response because:I did receive a call from Christoper H[redacted] (which approved the disc with no fee)  on this morning and was advised that because he was notified that I contacted the Revdex.com he would now need to speak with upper management to see if the initial offer he made to cancel the service with no contract extension or fees will stand. He placed me on hold and returned to the phone and advised that the offer no longer stands and that the only way that we are now able to get out of the contract is one of three:1) Buyout the contract $5402) Sell the home and pay the monthly cost until they receive creditable proof the home has been sold or 3) My mothers death/placed in Hospice care, continue to pay the bill until they receive creditable proof of eitherExplained to Christopher if I had simply been able to get confirmation that my email was received then I would have had no reason to contact the Revdex.com. However it was not until yesterday, 4/13 that I was able to speak with Chasidy who advised that the email she previously gave me was her personal email [email protected] and the email actually needed to go to the customer care team at [redacted] regarding the disconnect. I requested to speak with "upper management" and asked who he had spoke with and was advised that he was management and I wouldn't be speaking with anyone else. I explained again to Christopher this 5 years ago that we go the free installation and  had I been told in January when I spoke with Jasmine regarding the contract expiration date and cancellation the 60 days notice for cancel then I would have done that. Had I even gotten the correct email address to send the disconnect notice that was requested and to sent Chasidy directly I would have sent it there the 1st time. Again requested management after going back and forth for approx 17 mins minutes was told he was the manager, I wouldn't be talking to anyone else, advised me to have a better day and hung up. Called back to Safe Home Security and left a message for Mr. Al who I was advised by Mr. P[redacted] is the CEO of Safe Home Security and the issues that I am having with Mr. H[redacted] and his service or lack there of.  Mr. P[redacted] was able to confirm that there are notes "all of the account".. Hopefully, Mr. AL contacts me directly because this is the type of service that I do not need... I have attached all documents from Jan 2016  through my recent contacts with Safe Home Security.. So I have done as requested to get the service disconnect with no contract extension even though the initial contract does not end until 4/28/16 and without fees as promised by Christopher but because I contacted Revdex.com because of no response or confirmation on the part Home Safe Security the offer is off the table... Hopefully Mr. Al brings better service to the situation. Please, please, please bypass Christopher H[redacted]. 
Sincerely,
[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.
I assume it will be cancelled immediately. Thank you for your assistance in this matter!
Sincerely,
[redacted]

This account has been canceled. There is no further money and the account has been closed with a zero balance.

You could email the  letter to [redacted]

To whom it may concern,The Identity Theft Protection has been removed from the [redacted]'s Security account as they have requested. We have gone ahead and put a credit on the [redacted]'s account in the amount of $40.00. That will cover a full month of security monitoring at no charge.Respectfully,Colin...

[redacted]Corporate Account ManagerSafe Home Security

You signed a contract stating that if you move or cancel you must pay 90% of the contract to term.  That balance is $825.10.  Please contact Karen C[redacted] at extension [redacted]o settle this obligation.  We will not be cancelling because of the move, you are in a primary term...

of a signed contractual obligation.

The customer was charged in an internal billing error. The company understands how inconvenient this charge was, and was prepared to refund all money taken. The customer disputed the charges with their bank, so the company instead has closed the account before further billing issues occur.

Complaint: [redacted]I am rejecting this response because:  I would like to know why you would consider revisiting the issue if I send a copy of the our driver license. What is the reason for this? We can go back and forth with me denying and you saying I signed the contract. It seems like we are going nowhere. I will continue to say that the first time I saw the contract was when it was sent to me by email on September 3rd, 2015. Sincerely,[redacted]

COMPLAINT [redacted]
SHS
 
The agreement to renew this contract was signed April of 2013.
If you would like a copy of this agreement we have on file I have no problem
sending this proof for your records. The amount is accurate and the balance
outstanding . contact me at the number below if your decision is to make
arrangements. Thank you.
 
JEVAUN P[redacted]
Resolutions Department Manager
 
Safe Home Security
[redacted]
Middletown, CT. 06457
###-###-####

The account has been cancelled, with no monies owed. We apologize for any misunderstanding or inconvenience. Thank you for your business.

Complaint: [redacted]
I am rejecting this response because:
Please note there was no screaming. This was the third tech to come out. each being days to weeks later than the scheduled date. there was no contact by safe home security until I called the president or whom represented themselves as the president. The tech was supposed to be here to make repairs on a system that would not set due to a door sensor. 3.5 weeks earlier. When the tech arrived he could not fix it due to not having the correct parts, stating the wrong sensor was installed. At which time I requested the alarm be removed from the building as repair service was never correctly performed system did not and does not work to this day. Each time I've reached out to safe home security the contact person has bean different. Each stating they could help me that they were sorry for my dissatisfaction but I had not spoken with that person and they would bring satisfactory results Each resulting in the same experience. A non working alarm system. there has been no effort to repair the system or other. only to collect money for services never rendered. Of all the business' I've had interaction with in my 51yrs of life Safe home security is by far the worst.
Sincerely,
[redacted]

We have no customer by that name or account at that addreess.  Perhaps you have the wrong company ?  Can you scan copy of the contract ?