Best Way Home Improvement

Safe Home Security acquired the contract from [redacted]. The customer had signed a 5 year contract, in 2013. If the customer called [redacted], they would show his account was not on line, due to the account was being monitored by legacy, not [redacted]. The customer contacted thre wrong...

monitoring company, then switched to [redacted], while under contract with another company, before verifying the facts of the situation. The account was on line and sending signals.  The contract is valid, and the account is due and owing. If the Revdex.com would like a copy of the contract and signal history, we will be happy for forward them, for review.

This account has been closed without penalty per the customer's request.

Complaint: [redacted]
I am rejecting this response because: the account was cancelled on May 5. The message from the business is vague and...

did not address the issue that the salesperson stated, "I can cancel my original purchase and attempt to purchase a new unit on May 22". Upon canceling to account, I was told I would not be refunded, which is contradictory to he previous statement above.  Additionally, the account could not have been cancelled on May 13 as I was out of the state on a field trip with my school until May 17.  Again, the message was very vague and did not address any issues. 
Sincerely,
[redacted]

We just recieved closing documents in late December which are required to cancel the service and being processed.  Cancellation process takes 30 days to complete.  The customer will not recieve any more bills, has no further obligation.  We will not require the return of...

equipment.   Please allow 30 days for the process to complete.  Your auto withdrawl has been cancelled and the January 5th payment will be your last.  Contact us if you have any further issues [redacted].

Safeguard           Complaint # [redacted]   This account has only two payments made on this account. There is nothing in writing to our knowledge regarding a rebate of any kind, if there is a rebate or a promise that was made by a dealer and...

customer can send us proof we will be more than happy to honor it. Otherwise we must maintain the charges are valid and the balance is due in full.   Jevaun P[redacted] Resolutions Department Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 (800)833-3211 x1406 mailto:[email protected]

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

This customers contract is up.  Customers are responsible for testing the system at least once monthly and notifying us if it's not working properly.  At the customers request we sent a technician out in November who informed him that he needs a cellular back up unit for this system to...

work properly.  The customer was not interested in paying the up charge so has chosen to cancel.  If he wishes to sign back up we are available in the future.  We will not be refunding past monitoring charges as it was the customers responsibility to let us know it was not working properly.

I, [redacted] (Co-Director of the Customer Care Dept.), have personally spoken Ms. [redacted] and informed her that we are issuing the refund, as well as manually closing the account. The company apologizes for any issues this situation has caused the customer.

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

because:  I received a letter of collection from your company stating that I owed the company $180.49 and the matter had been sent to a collections agency.  I spoke multiple times to a Leverne F[redacted] from the Collection Department within your company.  Although she later stated that no amount was in fact due, she would not agree to notify the collection agencies and the matter will continue to appear as a blemish on my credit report.  I would like to no that all collection agencies originally contacted are made aware that no amount was ever due and it should never have been sent to collections.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  We were unaware of this security system as they had set up automatic withdrawals. Therefore - we had no way to address the issue "years ago".  Jann Carter is now deceased.

[redacted], you are responsible for anything that you sign and accept.  Clearly at the time you wanted it and purchased it.  You had a right of rescission under law which you could have executed to cancel in a timely manner but you opted to keep the system.  Ms. C[redacted] has been...

more than amicable and our offer through her still stands but we cannot cancel your agreement because you are experiencing financial difficulties or have buyers remorse.

Complaint: [redacted]
I am rejecting this response because: This is not right.
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.
2 service personel came and replaced camera, glass break and door sensor to rectify the problems we had with our system on 2/16/2017. Thank you for your help.
Sincerely,
[redacted]

This account entered into an agreement on June 16, 2010 for a period of 36 months. If a cancellation letter is not received at least 60 days prior June 16, 2013, the agreement renews for a 12 month period. A letter of cancellation was received on November 14, 2014 and the agreement is in rights to...

expire as of June 16, 2015. The amount due to fulfill the agreement and close the account is $369.90.This account has a warranty which covers all parts and labor charges to service the alarm system. If the system was not working properly, a practical solution would have been to schedule a free service repair as opposed to signing with another alarm company while in contract.

The client already spoke with Carmelo in our collections department who agreed to close out without further obligation.  Please allow 30 days for the process to complete and ignore any further invoices or correspondence which may already be in the mail.  There is no further obligation due...

of either party moving forward.

Complaint: [redacted]
I am rejecting this response because: Services were disconnected feb1 following telephone conversation with Jeff and corresponding email agreement on 1/31/18.  The bill sent include services for feb and mar 1 with addditonal late fees. Since opening this complaint on 2/20/18; on the same evening I was contacted by someone from the collections department at ext [redacted] regarding billing and was told this matter was investigated and found to the content regarding my complaint was found to be substantiated afterward and my account will reflect a zero balance,thus closing the account permanently. I would like this matter resolved promptly as I have no confidence that such will be done. I have had an ongoing issue since last year regarding payment s and billing as I have evidence of forwarding Billings preaddressed evelopes to three different addresses. Please note I would like something in writing as I have requested from the young lady a ext [redacted]. I am being told this will take up to a week or so  I am not convinced that it takes up to a week to resolve this matter and send a letter of resolution describing termination of services and zero balance being owed. Please consider assisting me to help with this matter being completely resolved.  Thank you kindly in advance,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]The first phone call that was made was because they said they did not receive my cancelation request that was done in July. So they turned me over to The resolution person who was nice as long as he got his deal and even said that no there was not a cancelation letter but somehow after I was treated rudely by this person no matter what he feels that all lines are recorded he still was very rude. Furthermore, this company uses a bait and switch to their customs my cancelation letter from July magically appeared and Paul could verify it who was very professional. There might be a new contract signed but the system has not worked this January for a year and further more I want to make sure others  know what they will be in store for along with the other complaints with this company

The customer agreed to listen to an offer we can make in an effort to keep her as a customer. We called the customer on three separate occasions since I emailed the customer. The customer returned one of those three calls on 2/2/17 at 4:14 p.m. We returned her call an hour later at 5:20p.m. and our call went to voicemail. We have not heard a reply back from the client after that. We did also call today at 11:49 a.m. despite not receiving a callback from the customer on 2/2/17. We received the customer’s voicemail again. We are sorry that we are playing phone tag. It is not a lack of wanting to reach the client. It is in both of our best interest to find a resolution the customer is happy with. We have no interest in keeping this issue ongoing. We will continue reaching out to the customer and hopefully she is available when we call. We record all telephone calls inbound and outbound and can show we have attempted to reach out to the customer.   Kristopher V[redacted] Customer Service Director   [redacted]
[redacted]
[redacted]
[redacted]
[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]

[redacted] installed and services this system.  They are fully licensed in [redacted].  The contract is legal binding and valid.  We are not cancelling this contract based on the reasons provided.  There is an early cancellation clause in section 4 which the client has every...

legal right to exercise if the circumstances apply.