Edge Home Security

EHS used Safe as a monitoring company back in 2015, we since have transitioned into using our own monitoring company. Time Payment is our funding partner and is the reason we are able to give customers the best deal because they help fund the agreement, and pay for all of its high upfront cost....

Since August of 2015 EHS has a stringent survey to make sure that all of our customers are aware of the agreement and exactly how it works. Although, this customer did not take our in-house survey. Our funding partner has very strict terms, and a verbal survey of there own to make sure customers know exactly what they are signing. The agreement that she signed has not been changed and clearly states the terms. Unfortunately, in a short time we had to hire and train a new office staff and we have all made mistakes. This customer did sign up with Edge and is an Edge customer, all of the billing is handled through our funding parter which may have caused some confusion on the customers side and as stated prior, Edge uses them as a funding source to compete with the high capital alarm companies that can give thousands of dollars in upfront fees to set up an alarm system. We are far from a scam, and do everything possible to make sure that customers are acquired honestly. Unfortunately, I am unable to let the customer out of the agreement, but have offered everything possible to reconcile any issues with the customer.

Mr. Casey P[redacted] spoke with [redacted] and resolved the complaint last week. We offered him a month of free service for the billing error. Our notes state that this resolved Mr. [redacted]s concern and he would contact the Revdex.com and remove his complaint. If there is any further concerns please...

contact us immediately.Thank You, Edge Home Security

Review: There was a man that came to the door saying that he wanted to put a chip into our security system, we have [redacted] security system, so we let him in. He said that they needed to replace the system to make it 4G. We said okay because we thought that it was our security people safe guard.Come to find out that this man was not with safeguard at all, he was with another security place called [redacted], after the fact my 73 year old grandmother signed their terms and agreements. We were duped into get a system that we never asked for, they must use this sales pitch all the time which is just horrible. Now that it was already hooked up in our home, the system did not work at all, the two way communication was not working the life alarm was not working at all and the button that they gave was not working. I have written a letter to cancel the services, the people at safe were very nice and said that they would have a supervisor contact me. I explained to them that we were duped in to getting this system, and nothing even worked. Today, I got a call from a [redacted] from edge home security. I told him the situation, he was rude and threaten us with the terms and agreement and said they would garish my 73 year old grandmothers checks and they would put a lean on our home. I was upset and the owner got on the phone, he also was no help and just did not care that his sales reps dupe people into getting their systems and he kept saying we want you to stay with our company. I said No way, there system didn't even work. This is the worst company I have ever dealt with and also we loved Safeguard, we did not want another system, Please beware of this company, they will come in and act like they are your security people and just lie. And then they will tell you after you have signed the terms and agreements that they are another company.Desired Settlement: Cancel terms and agreements contract

Business

Response:

Thank you for informing us of this complaint. After further review of the complaint I have obtained more information about the situation. The representative [redacted] went to home of Mrs. [redacted] on February 19th, 2015. He approached the customer and informed the customer that their current alarm system has a 2G cellularcommunication module in which [redacted] is migrating away from and soon to terminate the 2G Service. [redacted] offered the customer to preform an upgrade and install a new system. We take all types of complaints seriously, particularly complaints involving misrepresentation by a sales representative. In reviewing this complaint I found it interesting that the customer was stating that they were “duped” in to signing a new contract. But then states:“Come to find out that this man was not with safeguard at all, he was with another security place called Safe, after the fact my 73 year old grandmother signed their terms and agreements.” She is clearly acknowledging that they were confused in the beginning of the sales presentation, but then realized that the representative was with a different company before signing the new contract. She also goes on to say that the system is not properly working. On our end of the service we see that everything is communicating and working properly. We have also on more than one occasion offered to send a technician out to the residence to preform a test on the system and fix any issues free of charge. The customer stated that she did not want anyone to come to there home. We arewilling to help this customer in fixing their system and make all things workto industry standards or better. In the complaint the customer’s granddaughter is asking for the contract to be canceled. The contract is a binding agreement for 60 months and is noncancelable. This was verified in the contract as well as in a verification call that was done days after the installation. If her concerns were so great at the time of installation why did she wait 2 months to contact us to file a complaint about the sales representative? In my experience with working with these types of accounts I am assuming that the previous provided has contacted the customer and has offered an incentive to return services with them. This how ever is not a valid reason to cancel the contract. I have also attached a copy of our general questionnaire that Mrs. Lawrence signed acknowledging what was taking place. If you have any further question feel free to contact me.[redacted]