Best Way Home Improvement

Complaint: [redacted]
I am rejecting this response because:This response is untruthful. I have not been contacted to make arrangements to install anything. Please close this request as I am seeking legal council at this time. 
Sincerely,
[redacted]

[redacted], the cancellation is possible with payment of the contractual obligation.  Plesae see your contract under section 4 for early cancellation policy (90% due to term).  Otherwise see previous response, we are not cancelloing the obligation.

We sent a technician to the Mrs. Hill’s home on 2/9/17 and replaced a sensor and checked all her batteries.  Per the customer’s request we also removed email notifications from her phone app.  Her system is working fine and we also credited the customer for her inconvenience and provided her my direct line if she ever needs anything.  Greg M ###-###-####       Gregory Mellette Customer Service   Safe Home Security [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

To Whom It May Concern,There is not an issue with our equipment, the issue is with the customer's form of communication. The customer has opted to not have a home phone line that has the ability to power an alarm system. Therefore, they have opted to use a cellular unit as their form of communication. Unfortunately the customer's cellular unit is a 2G cellular unit. The Federal Government has decommissioned all 2G cell phone towers. All of this is out of the control of Safe Home Security. To try and best work with our customers, we have opted to offer a new cellular unit at no charge. That would require a minimum of a 36 month agreement to be signed. Because of the customer's fear of the term of agreement, we are willing to shorten the term to 24 months for this customer. We will also throw in the ability for the customer to arm and disarm their system directly from they're cellphones and smart phones. We look forward to working towards a positive resolution with this customer. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

The account was closed before we even received the complaint. [redacted] accounts we purchased that had not been current were all closed. The customer was aware of this and why you have not heard from him since he filed the complaint in March Jill K[redacted]LegalSafe Home Security[redacted]...

[redacted]
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The bill is accurate.  The monitoring and address were accurate as well.  The customer signed a 5 year agreement expiring in May 2017.  In March 2016 they had a competitor come into the home and disconnect the monitoring.  We know this because the client called us at the time and...

tried to negotiate with us even though they were already under contract.  There were no signals sent after that event.  The client has a right to leave however the obligation remained until May 2017 and the bill is accurate and due.

Complaint: [redacted]
I am rejecting this response because: It is true that john does not have voice mail set up. That did not however stop the service technicians from contacting us.  They reached us twice, made appointments, and then never showed up.  We are retired, we are home many hours a day.  To say they could not reach us  is quite a stretch of the truth.  Their service company was unreliable.  It is obvious to me that they will not stand behind their product and ANYTHING I can do in the future to undermine safe home security's reputation will be my pleasure.  We were told that the service company in our area was replaced for just this kind of complaint--poor service.  If this is so I believe the company owes me a refund.
Sincerely,
[redacted]

THE CUSTOMER IS RESPONSIBLE UNTIL MAY 2016. WE ARE NOT RELEASING HER UNTIL THEN.

We have requested a full update. This will show that if there was anything reported in error, it will be corrected as paid, in full, and on time. Please allow up to 30 days for the update to reflect at the credit bureau. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Securi

Complaint: [redacted]
I am rejecting this response because:
  It is not true that I was happy it took 3 months for safe home to get this service call done I am very unhappy with there service
Sincerely,
[redacted]

The client has no warranty so there is a $89 service charge for calls.  If the client needs a battery we will provide 1 battery free of charge but a technician call will be $89.  If additional service is necessary then these costs will be charged as well.

COMPAINT #  [redacted]
SSI
 
 
[redacted] was offered options for service on his
system and declined due to the dates offered. We are more than willing to setup
an appointment and get this system up and running. The customer has the option
to contact me directly to...

have this scheduled and the system fixed.  As
the department manager of resolutions, I will personally walk this account thru
to ensure this situation gets resolved. Please feel free to contact me at
###-###-####.
 
 
JEVAUN P[redacted]
Resolutions Department Corporate Manager
 
Safe Home Security
[redacted]
Middletown, CT. 06457
###-###-####

These are the 3 roofing estimates that I have given to Safe Home Security. All 4 Roofers have said they recommend replacing the lower section. I just want the roof the same condition it was before safe home securities technician put a hole in the roof. Please let me know if you would like a copy of the technicians copy of his statement admitting he put the hole in my roof. Thank youGary Gobernik

The wrong part was sent to the customer and had to be re ordered. The part was shipped out and we are setting up the service with the local tech and customer. Any questions please contact Chris H[redacted] at ###-###-####.

We talked to Clay, and have agreed to send him a check in the amount of $292.50 upon receipt of the invoice/receipt he provides for the work that needed to be done. Clay has agreed that this will resolve all issues.     Kamishia M[redacted] Customer Service Manager   Safe Home Security...

1125 Middle St. Middletown, CT. 06457 ###-###-#### [redacted]

To Whom it May Concern,[redacted] had been a customer of Safe Home Security since 2/19/2012. [redacted] cancelled his service 02/27/2015. On our end it shows that [redacted]'s account has always been paid on time and was never late. Additionally the account was closed with a zero balance.Somehow...

after the cancellation occurred the account may have been reporting as non-paid, even though the account was closed. As soon as this was brought to our attention we did an immediate credit update to [redacted] and [redacted] Credit Bureaus. [redacted] is stating we negatively reported him to [redacted], which is not possible as we do not report to [redacted]. Safe Home Security apologizes for any inconvience's [redacted] may have incurred because of this error. We have since updated the reporting as paid on time and never late, with the account closed in full. Please allow 7-10 days for this to reflect on [redacted]'s Credit Report. Sincerely,[redacted]

ADVISED PERSON ANSWERING PHONE THAT I WAS CALLING FROM SHS AND EXPLAINED THAT SYSTEM IS FINE AND THAT WE DO NOT SERVICE CAMERAS BUT WE CAN FIND SOMEONE FOR 89.00 HOURLY WILL CALL CUSTOMER BACK ON SATURDAY TO TRY AND RESOLVE COMPLETEY.
THANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MATTER
[redacted]
Resolutions Department Manager

Safe Home Security
[redacted]
([redacted]
mailto:[redacted]

ok, the service call was completed, the alarm is working perfectly...

When the customer called in for service, they had a past due balance. They have since paid their bill, and we can now set service. There were no previous calls in regarding service problems. If the client has service problems, we ask that they call in to set service before they stop paying their...

bill. Once they go past due, we can no longer set a service call. This will avoid this problem in the future. They report a service problem and answers to all questions by calling ###-###-####.

November 17, 2015
To whom it may concern:
It was brought to our attention that Mr. [redacted] has filed a complaint against Safe Home [redacted] Inc. We have addressed all of his concerns regarding the services he needs for his alarm [redacted] system. A technician is scheduled to service the system on November 19th between 2-4 pm by our sub contractor [redacted].
We explained the service date to the customer and honored 2 additional months of free monitoring due to the wait of service, as an addition to the 2 months credited in October 2015. The customer now has a total of 4 months at no monitoring cost and is satisfied with the date given for service. Mr. [redacted] said he would be satisfied as long as the service is completed on the date provided. We have met all the customers’ needs at this moment and are not requesting anything further. Shall you have any questions regarding this matter feel free to contact me directly
Respectfully,
Stephanie L[redacted]
Customer Service Manager
[redacted]
Safe Home [redacted]
[redacted], CT [redacted] ###-###-#### Ext. [redacted]