Best Way Home Improvement

COMPLAINT [redacted]
 
We have since serviced this system and made sure this system
was fully functional. We also made sure it was fully charged and at full
capacity battery wise. We will call back and follow up as well to make sure
customer is fully satisfied. Please close out this complaint.
 
JEVAUN P[redacted]
Resolutions Department Corporate Manager
 
Safe Home Security
[redacted]
Middletown, CT. 06457
###-###-####

Complaint: [redacted]
I am rejecting this response because:  A letter of transfer was never received and were told by [redacted] that most of the notifications were returned without delivery.  Safe Home Security did not offer compensations nor were they able to supply service calls [redacted] said neither they nor Safe Homes Security had anyone in [redacted] to do such).  We had no service from May 25 when the system malfunctioned. I then opted for a buyout since they wouldn't accept my cancellation without the buyout.  
Sincerely,
[redacted]

We did service this customer who has no service plan with us, and customer upset of the service charge. We offered to waive the fees and sent out a cell backup unit free on charge (199.99) and when if arrived would install to get system working. Customer told us that he was going with another...

company and we again explained the agreement in which he signed on 6-2-12 for five years. He sent in a cancel letter and a letter to the president complaining about service, which he has no plan with us to service. We again called and offered to clear his past balance and get the system working and he refused. His answer was to have the president of company hand write an apology to him and install a new system with five plus cameras and give him 20 years of free service, which is extremely unreasonable. We stand by our original offer to fix his system and he still has the cell backup unit which cost 200 dollars. He has paid ten of the sixty month and will be held to for full his agreement. Contact person is [redacted] at [redacted]

The clients total rate is $45.99 a month.  The State of CT requires 6.35% sales tax.  Total payment is $48.92.  There are no hidden fees.

Complaint: [redacted]
I am rejecting this response because again the company's response does nothing to redress the impact of their erroneous report to credit collection companies claiming that I owed their company money.  Their response states that they submitted a deletion, but that only admits that I do not owe them any outstanding balance.  My point is that I never owed them an outstanding balance and now my credit history looks like I did.  I should not be penalized for their mistake.  Writing to the credit companies won't cost them any money beyond the time it will take to send the letter and writing to correct their mistake is the right thing to do.  I stand by my request that they let any credit collection company know they made a mistake and my credit history should be cleared.
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.
Sincerely,
[redacted] We are willing to close this complaint out but not without the Revdex.com knowing that parts of Safe Home Security's claims were blatantly false.  They did have a written correspondence from us because one of the people I talked to said it was there.  Then when I called I talked to somebody that called himself "Jerry" although I don't think that was his real name because he told me to email him a copy of the sale of our house in Idaho and the email address went to a Richard.  I very quickly sent the copy of the sale of the house in Idaho, so that was not correct in their letter.  They said they tried to contact us by phone and left messages on our machine.  We did not even have that phone number anymore after we left Id.  When I told them that the gentleman who sold us the security system didn't tell us anything about a written letter 60 days before we wanted to cancel it nor did the person I called and they just said they were sorry about that.  All of the security companies that I know of don't require anything like this.  They unequivently   NEVER mentioned a renewal after a certain period of time.  I looked on line for complaints about this company and found 196.  They all dealt with the company not refunding their money or continuing to charge them for another year.  Some put a stop payment on the withdrawals and Safe Home sent them to collections, which gave them a bad credit rating.  No wonder it is not accredited by the Revdex.com.  Buyer beware!

Account #: [redacted]
[redacted]
[redacted]
Dear Mrs. / Mr. [redacted],
I am writing in reference to a service call that was scheduled for March 2nd, but was missed. I have attempted several times to contact you to reset this appointment but I have not been able to reach you. It is important that you give me a call as soon as possible so that I can reset the appointment and make sure you get the service you need.
I can be reached at ###-###-####, extension [redacted].
Thank you,
Gregory M[redacted]
Customer Service Specialist
###-###-#### ex- [redacted]

This account is not able to be canceled at this time. A five year contract is in place until March 17, 2019.

First of all, this account was and has never been discussed as a business account. If it were then it would have been set up for a business account. Second, the customer only requested a alarm and then added a smoke detector as a after thought. the smoke detector was set up in her kitchen, she later...

call in to have the smoke removed from her kitchen to her closed in garage, never once stated nor indicated that this is what was needed to pass a fire inspection. Third if this was for a business and needed to pass a fire inspection, why would it take over seven months to get a fire inspection and discover this is not what you needed to pass inspection. I don't know what when she conducted a fire inspection with the Fire Marshall, but I do know that if you trip the smoke that the fire department will be dispatched, But she stated that she call into the company to test the system, and that might be the reason that she was called back and the fire department not dispatched. Mrs. Herrington was never misled and understood that she had three business days to cancel this contract, not six or seven months. Safe Home Security and its reps, conducted itself in a professional manner from start to finish.   Lewis M[redacted]

It was brought to our
attention that [redacted] has filed a complaint against Safe Home Security
Inc because of service issues.
 
The customer contacted the
office on 1/23/18 stating that she had a break in and that her glass break
sensors did not go off, so the monitoring station...

never notified her.  A
service appointment was scheduled in which the customer contacted us to cancel
the appointment due to her work schedule and we were willing to
reschedule.  Since then, the customer sent in a complaint and wanted her
service terminated.
 
The customer is currently
being monitored and we have set a service work order.  We are more than willing
to coordinate the service around her schedule but we are not cancelling the
customer’s account.   ###-###-####   Greg ext. 1[redacted]

Complaint: [redacted]
I am rejecting this response because:as I have previously stated,your business practices are deplorable. I can see we are getting no where, I want my money back and will accept nothing less.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: my Mother who is 80 years old and now in a nursing home did not remember she had ordered the product or understood she would be charged $34.95 every month that she had the device. As I mentioned she was hospitalized in late May, around the time your company sent the device and it was never opened or activated. Therefore, we feel she should be reimbursed, as no one in the family even knew the product was delivered or at her home, and by charging an elderly, sick woman who did not even remember ordering your product, your company took advantage by continuing to charge her, after explaining the situation, which does not reflect good business customer service towards your customers. We would appreciate you returning 3 months of charges of $34.95 to my mother's credit card, ending in [redacted] in the amount of $104.85 to [redacted] She needs this money as now she is living in a nursing facility and was not aware you had been charging her all these months. I believe you charged her more than we are asking for in reimbursement, so think this is a fair and reasonable request. Thank you.(Revdex.com, I will be glad to provide bank statements showing these automatic debit transactions by this company of $34.95 on my Mom's checking account, while she was hopitalized and ill the past several months) 
Sincerely,
[redacted]

We attempted to service this past month but the customer told teh tech it was too late in teh evening and he would reschedule.  If the customer calls to schedule service before 1/15/16 we will wipe back balance and send tech.  We are not cancelling or refunding as system worked.

Complaint: [redacted]
I am rejecting this response because:  When we moved, Safe Home Security is the company who moved us to our new address.  They then billed us for both addresses until for 4 months while we attempted to contact someone within the company who took the time to understand that we only had one alarm system.   The "new" address they had on record was in another state where we have never even visited.  We have never been late with a payment, but they always had bad service.  This last difficulty was the last straw!  The representative told my husband that we had never been hooked up into the system at this address.  We've been here for 11 months.  I would be satisfied with a refund from those months and a discontinuation of relationship with this company.  I do have a lawyer on hold if this does not resolve the issue.
Sincerely,
[redacted]

[redacted]  I will reschedule the appointment with you and will send out a different technician to fix the problem. I will call you shortly after I speak with the technician.   Respectfully,   Todd S[redacted] Dispatch Manager   Safe Home Security 55 Sebethe Dr. Cromwell, CT. 06416 ###-###-#### [redacted]

Attached is the current agreement for this account. The account is scheduled to expire December 1, 2019.

Account #: [redacted]
To whom it may concern:

It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc. The customer was having issues with their system that was causing a false alarm on the garage door entry because of the delay time.
On...

5/23, the customer’s wife [redacted] called into our office where she was extremely upset over false alarms on their garage door sensor due to the delay and wanted us to fix the issue remotely. Unfortunately, our office was unable to assist the customer and was told we will try to resolve the issue for her and follow up with the customer.
On 5/25 the customer called back demanding to speak to a manager but the manager was not available because he was actually working with the dispatch department trying to remotely fix her issue. Unfortunately, after approximately one hour in trying to assist the customer remotely, the manager determined that we would have to have a technician service her alarm system to correct the issue service ticket was created.
Our technician contacted [redacted] to schedule a service date but was unable to set a date due to his schedule around the holiday. A customer service manager Greg followed up and coordinated a service date and time between the tech and [redacted]
[redacted] was very understanding and seemed happy that service was scheduled for 6/7/2016 to resolve the issue and his account was credited for the inconvenience.
Greg M. ###-###-####.

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 will await the letter from the business of the account being canceled.
Sincerely,
[redacted]

To Whom It May Concern,In regards to the complaint against Safe Home Monitoring:This customer has not called to regularly test the alarm system. As stated in the contract the customer is required to test the alarm monthly to ensure proper communication. They did not do so, leaving themselves open...

for a potential problem. Currently the customer is in contract until July of 2017. We will be closing the customer's account early at the end of this month. The customer did not send cancellation until March 29th, 2017. Per the terms of the agreement the account should expire in July. As stated in the line above, we will be closing this customer's account early at the end of April. There is no refund due, as we are terminating the customer's agreement early. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Complaint: [redacted]
I am rejecting this response because: I want my last payment refunded. The business responded to my complaint that my payment closed the contract.Yes, the payment cancelled the...

contract. HOWEVER, I AM DISPUTING  this amount and want them to refund the money I recently sent because my father DIED.also, they should not be engaging in elder abuse by signing an ** year old to a 5 year contract. It is unconscionable. I WANT MY LAST PAYMENT OF OVER $1300 REFUNDED TO ME. I MET MY Father's obligation with MY OWN MONEY. THEY NEVER RESPONDED TO MY 4 letters, 3 emails, 7 phone calls. 
Sincerely,
[redacted]