Home & Life Security, Inc.

My opinion of Home Life & Security is very negative due to the fact that no one has ever shown up to fix an intermittent alarm problem. I have called their office repeatedly only to get their answering service which appears to be the only way to reach them. I have left messages, which are recorded, complaining about an intermittent problem. Their answer was that someone would be out to fix the problem but to no avail as no one ever showed up as was mentioned in a reply. We are in our eighties and are actually prisoners in out own home having to wait for the arrival of a technician who, as of this time, has not shown up. We have doctor's appointments to keep along with other personal daily business but dare not miss the rare opportunity to have a technician show up to fix the problem.

Review: I am writing this note because there is no one answering calls and upon no return calls of concern about 'monitoring problems' with our service. I spoke with representative on Monday October 20, 2014, as to attest my concerns for services, as well to ask for suggestions about existing problems with monitors. She mentioned the same possibilities as she always does. {suggests, perhaps a technician should check it out on the premise;for small fee as possibility was the extreme weather and or possible transmitters or maybe batteries} I reminded her that we made advance payment for the year 2014,in January and would appreciate a copy of contract; after which she admitted: that was deep in papers. Another reminder was of the last week in February, 2014, we did have her technician come out to check ALL POSSIBILITIES which she suggested and we pursued; which was good expectations, at our expense of $136.74. The tech updated our system and obviously something has been missing with false alarms warning of burglar or trouble signals..?? Nerves!! I suggested a refund or new battery for main box which is what I clearly thought tech replaced in February. However, she replied "no refund" That does not mean to vanish and dump pre-paid clients, that means to upgrade services. We do not have any communication problems except with the Service Office returning business calls. We, as consumers, have followed and pursued all of their suggestions and of course, paid them for everything required. We are looking for responsible business relationships and perhaps any new resolutions. Note: they monitor burglary, fire, and medical emergency. OUR LAND AND LIFE is in WHOSE hands with SECURITY...???Desired Settlement: We are looking for responsible business owners that concur with professional management.. and WE are not looking for uneffective solutions to accomplish purpose; WHICH IS THE PRINCIPLE OF THE MATTER.

Business

Response:

Hello-

This is an older system which needed a new component and we replaced the part in Feb. 2014. and because she was a managed discount account her initial 60 month warranty was expired. We replaced the component for basically cost including labor for $136.00. She paid us and all was well.

Then [redacted] forgot her passcode on her keypad. We don't keep passcodes because that is privy to the client only, but we can reprogram the system to find the clients code but we have to do that at the keypad in the client's home. So, WE SENT A TECHNICIAN AT NO CHARGE TO RECOVER THE CODE THAT SHE LOST!

Then in October she had low batteries on her system, and we told her that we would have to charge her the cost of the batteries and that we could come out. [redacted] told us that because she paid $136.00 eight months ago on an unrelated service call, which had nothing to do with the cost of the batteries EIGHT MONTHS LATER, but she insisted that we change her batteries (which are not under warranty anyway), and if we didn't perform FREE SERVICE, she would cancel with us.

Good luck with the new company. Sorry but...

Home & Life Security

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I would like to help those reading to understand and clarify misconstrued statement: "managed discount account" We never KNEW that name! Is that what you call your pre-paid in FULL customers..?? We know nothing of "OLDER SYSTEM" which in fact; if THAT were true, we, consumers, should have been informed and updated accordingly; rather than WE INFORMING THE COMPANY. Fact is that nothing was ever mention regarding so called, 'COMPONENT' and no such thing was ever REPLACED: only batteries, Feb. 2014. The problem which is not an argument over batteries.. it is that the system kept blowing off FALSE ALARMS even when we were sitting within three feet of the window or door. Yes all went well for short period of time; after technician checked over situation. However, that was the ONLY time I changed pass code. The truth is: TECHINICIAN CAME IN FEB. 2014, then, 6MO LATER; Aug 29, 2014; my family and I left home to travel out of state; undertaking extreme long flight hours, no sleep until 3am; only to be startled at daybreak with security alerts on cell phone; and of course, passcode requirements and sleepily could not think.. I DID NOT LOSE PASSCODE!!.... consequently having to call THE MANAGEMENT OFFICE.. [redacted] GAVE ME THE PASSCODE. THANKS, [redacted]!! NO! they did NOT SEND A TECHNICIAN OUT TO GO TO OUR HOME IN CONNECTICUT, TO RESET PANEL FOR LOST PASSCODE.... NEVER

Let it be known for the record: HOME & LIFE SECURITY HAS NEVER REPROGRAMED THE SYSTEM IN or at OUR HOME FOR THE PASSCODE SINCE THE ORIGINAL SET UP; past seven years with exception of Feb 2014 .. (This statement that 'HOME & LIFE SECURITY' SENT A TECHNICIAN AT NO CHARGE TO RECOVER THE CODE THAT SHE LOST)In August IS IMPOSSIBLE.. BECAUSE WE WERE OUT OF THE STATE.. only the neighbors, Police, and family member came to checked out problem; just to find out it was ANOTHER, FALSE BURGLRY ALARM...

FYI... OCTOBER, 2014, issue did not have anything to do with coming out to install batteries??? Please!! YOU say no guarantee if residents change them; understood..therefore...DURING PHONE CONVERSATION the company's representative; wanted to replace transmitter...?? lingo?? component?? confusion..?? my insisting was "to inform us about updating so called transmitter, a charge of $65.00, or suggesting change" not interested in FREE BATTERIES, just WANTED A SYSTEM THAT WORKED PROPERLY. I thought it proper to at least PERSUE good responsible suggestions from customer service, which we ALL are due WITH THE TRUST WE GIVE TO YOU... AT LEAST YOU COULD OFFER consumers, THE BENEFIT OF THE DOUBT...

This note concludes our business with Home & Life Security as we have been blessed with updated systems..... thank you!

Sincerely,

Review: [redacted]?In April 2014, I was contacted by phone by Mr. [redacted], owner/operator/president of Home & Life Security, Inc. of [redacted].

Although I already had a perfectly functioning [redacted] alarm system, Mr. [redacted] convinced me that I needed to replace my existing [redacted] home security/alarm system with a new [redacted] system, which Mr. [redacted] represented was a superior system with better coverage for doors, windows and motion detectors. Mr. [redacted] prepared the Alarm Monitoring Agreement for my signature.

I am 79 years of age and suffer from COPD, a chronic respiratory disease. The medications which I take for my COPD affects and blurs my vision and so often I am unable to see and read clearly. As a result, Mr. [redacted] "read" the contract to me and based on what he told me the system would cover and the costs involved, I signed the Alarm Monitoring Agreement.

After Mr. [redacted] and his workers removed my old [redacted] system (which covered ten (10) separate zones/doors/windows) he installed the [redacted] system, which I later learned only covered two (2) zones in my home. Shortly after the installation, the system started to malfunction and Mr. [redacted] sent over one of his technicians to make repairs and to give me more instruction on how to operate at the system with the help of a remote unit. I continued to have problems with the system and called Mr.[redacted] several times but he never responded. I finally wrote a letter to Mr. [redacted] (see attachment) and he has never called or written me back.

At this point, I have no one else to turn to for help and that is why I am filing this Complaint with the Connecticut Revdex.com in the hope that you can get Mr. [redacted] to remove the [redacted] system and arrange to re-install the [redacted] system.

To make matters worse for me, when the [redacted] system stopped working, naturally I stopped making my monthly payments. Then, I started to get collection letters from a company called [redacted]. It seems that Mr. [redacted] had "sold" or assigned the right to collect my monthly system fee and when I stopped making payments, I started to get collections letters from the [redacted] company.

I believe that Mr. [redacted] took advantage of my age, illness and inability to read the Alram Monitoring Agreement. As I have written, I am 79 years old and with my COPD, in all honesty, I do not expect to live another five (5) years, the term of the Alarm Monitoring Agreement. So, I have to ask: Why would I have knowingly agreed to a five (5) year contract, particularly since my [redacted] agreement was on a "month to month" basis? This answer is I didn't know it was a five (5) year agreement. Mr. [redacted] only told me that I would have to make monthly payments. Had I known that I was committing to a five (5) year contract, I never would have signed it.

I would like the Connecticut Revdex.com's help in getting Mr. [redacted] to remove his [redacted] system and refund the payments I made to him.Desired Settlement: Full refund of all monies paid and removal of the [redacted] system.

Business

Response:

Good Morning-

Review: I had a consultation with [redacted], a salesman from Home Life and Security. He did a 2 hour sales pitch on a home security system - Honeywell Lynx 5100. He told me about one system. This one system would come with features: 1) download news/weather/traffic directly onto the control panel. 2) Two way voice for the monitoring company to contact me if the alarm is set off. 3) sign online or through a mobile app to access my alarm system online. I agreed to this and a contract was signed for 48 months. After the installation I realized I didn't have access to any of these features I was informed about. I contacted the salesman who sent me to three different websites to try and get a username/password to activate the services. He told me all of his clients do this. That this is the process. After three websites I got a hold of a Honeywell representative who told me that my security dealer is the one who needs to set up my account, not me. I forwarded this information to the salesman who scheduled yet another installation to get me a username/password for these services. That installation was unsuccessful, they needed to order a part. The technician told me they have never installed one of these systems before. I was the first one to get this model. Therefore, they didn't know anything about these extra parts needed. I was told the installation would be scheduled for Tuesday 4/2/13, that was cancelled. Then it was moved to Wednesday, 4/3/13, that was also cancelled. Pending addition of an account to be created. The salesman continues to argue with me that there are two separate systems and I was the one who wasn't clear about which system I wanted. That's incorrect. He only tried to sell me one system, and he said the system came with these features. I can't inconvenience myself anymore with this company. I want my contract terminated due to the false advertisement of their product, and their poor installation of a product that is not what I agreed to.

Product_Or_Service: Honeywell Lynx 5100 - 48 month monitoring contract

Order_Number: I was never given on

Account_Number: I was never given a

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I paid $75 for a permit application and my initial monthly payment of $34.99. I want them to take their alarm system back. I want my contract terminated. I shouldn't have to pay another 47 months for a system that isn't what I agreed to purchase in the sales pitch. It's false advertisement. I shouldn't have to go through anymore "attempts" for them to correctly install a home alarm system they have never installed before (which I was told had to be during a workday cause they need tech support)

Business

Response:

Business Response /* (-102, 5, 2013/04/12) */

From: [redacted]@aol.com (mailto:[redacted]@aol.com)

Sent: Friday, April 12, 2013 11:17 AM

To: [redacted]@bureaudata.com

Subject: Re: Revdex.com Complaint Case#XXXXXXXX(Ref#REDACT35[redacted]@aol.com34[redacted]@aol.com36REDACT)

In a message dated 4/4/XXXX X:20:49 A.M. Eastern Daylight Time, [redacted]@aol.com writes

Hi I'll be responding to this claim, which is completely false and I have the emails from the client to prove it, and I'll be sending those along with my response. Thank you [redacted] Home & Life Security

Business Response /* (1000, 6, 2013/04/18) */

Hello-

I met withe the client and the standard wireless system was discussed and he agreed to invest in the standard system. Now as part of a standard feature of the system is a telephone feature whereas the client can call up his system from another location on his cell phone and arm or disarm the system. I also mentioned that there was a new option called Total Connect from Honeywell and that there is an extra cost for that main Total Connect service that would send him emails for conditions, he could connect cameras to the system, in fact the ADT Pulse you see on TV is in fact the Honeywell hardware for the Total Connect, created by Honeywell and used by ADT. I also told the client that Honeywell was offering a Free version of the Total Connect that gave him an "APP" on his cell to call his system instead of manually dialing the cell to call his system to arm and disarm.

About a week after the system was installed as per the contract agreement that the client signed and we completed in good standing, the client called and stated that he wanted the APP on his phone instead of memory dialing from his cell phone, -remember that the remote phone capabilities work either way. Now even though the Free Basic Total Connect Service is free, there is a hardware cost to connect to the type of Broadband that the client has, IE cable, DSL, U-verse, etc.

I also explained that for us to come out and do the work is extra and so is the router connection adapter, but as a COURTESY, we would do the work for no charge because the Free Total Connect with his newer model system and unlike the old ones, it needed a new router connection adapter. So he called Honeywell and started bad mouthing us because he couldn't get it working over the phone and sometimes other clients can do because they already have the router connection adapter installed on the older version, and we hadn't installed it yet.

I explained to the client that we needed to survey the situation and that we would get the necessary parts and as a COURTESY call, we would get the APP working for him (even though we didn't intially sell it to him this way, AND we didn't agree to it on the contract) but again as a COURTESY, we would do it for him. We ordered the part it's in, and then he stated that it took too long and that he wanted the weather features the email features and the Full Total Connect Chargeable version for FREE or he was going to cancel.

We didn't agree to this, and it's not in the contract. The Free version of the Total Connect so that the APP would work on his cell phone, but for preference only, because currently he can still connect to his system with his cell phone by calling his system by hitting a pre-dialed number and it does everything that the APP would do, which is the way he bought it, BUT as a COURTESY, -and I specified this in numerous emails, -we will still install the router adapter so that he can have his APP instead of hitting a pre-programmed number on his cell phone.

I have all of the emails and I will be happy to send you all of the emails so that you can clearly see what happened, and how it transpired. I also have a copy of the agreement, and you will see that I didn't not promise the Total Connect and he did not buy the Total Connect. I merely mention the service as an add on as an option in case the clients want to think about that option before they commit to the chargeable Total Connect, but nobody takes the FREE version of Total Connect because the system already does everything that the Free Total Connect does, with minor insignificant differences.

Please let me know if you wish to view the emails, as that is how we communicated, by email and everything is on record. Also if you want a copy of the contract, I could fax it upon request.

Bear in mind that we are still willing to give him the Free Total Connect Version software system, and do the work and give him the hardware parts for free, which would be $300.00 on this if we were to charge for the hardware.

Sincerely

Consumer Response /* (3000, 8, 2013/04/19) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I met with [redacted] and he tried to sell me the Lynx 5100. That model came with all these great features. It was one system, that had these features. There were not two versions of that model, this was offered face to face - verbally. When I signed the agreement and saw Lynx 5100 on the agreement... it looked ok. Because it was just one system he was selling me. After it was installed and I realized I couldn't connect on the app/website [redacted] sent me running around to several different websites trying to get a username/password. Finally we came to an agreement and he sent a technician to install new hardware which did not get installed because it wasn't in stock. The technician told me that they never installed this Lynx 5100 model before, I was the first person... and that's why they weren't aware of the extra hardware. He told me it would be installed the following monday, but the company never called me to schedule the installation. I contacted [redacted] who once again told me they needed to order the parts. Then he scheduled an installation... then he rescheduled it... then it never got installed. Him telling the Revdex.com that he would install this hardware, and him actually installing it, are two totally separate things. As of today he has not called to schedule "another" installation. [redacted] should be ashamed of himself to call himself the president of a company, sell one product.. then afterwards try to say that he was selling two when in fact he wasn't.

Review: On Thursday Sept.17th,2015 my alarm went off in my home and the police were dispatched to my residence. I tried to call Home Life and Security all day Thursday Sept. 17th and my mother tried to call all day as well. All we received was answering machine messages. John called me Friday morning at 7:30 and said he would call me back by 8:00 to let me know if he could send a person to repair my alarm. I never heard back from him.My next phone call from John was on Tuesday Sept.22. He explained to me how I could read the owners manual online and solve my problem with the alarm. I read the manual and I was able to get the system functioning.I set the alarm the next day and the alarm functioned well. On Thursday September 24th , the alarm went off again and the police were once again dispatched to my residence.I sent my mother to my home this time. The police informed her that it was not a break in, which John told me it was the first time, but the alarm just went off. I once again spent my day today calling home and life Security at least three times only to reach their answering service.This is terrible customer service. I expect for a security system that will protect my home and if the cannot then I do not want their service anymore.Desired Settlement: I do not wish to be charged for this security system that is not working for me.

Business

Response:

The Revdex.com site wasn't working so your office gave this email address... Hello- Ms. [redacted] contacted me by telephone in August, not September and she had told me that someone was coming into her home while she was at work, and that someone was also breaking into her locker or drawer at her workplace, and she wanted to change her main entry/exit code on her security system at her home. She asked me if we could change her code on her home system because she was afraid that someone had her code to turn her system off. She also went on to explain that someone had been tampering with her items at work, and that strange things had been happening. She also said that items were misplaced in her home and that she felt, -again, -that someone was coming inside her condo when she wasn't home. So yes, we changed her code and gave her a new code! Then guess what? The next day while she was at work, someone came in through the front door and tried to enter in her old code!!! Now the old code that whomever was trying to use, didn't work because we had removed it the previous day and then the alarm went off, then that "someone" closed the door, and didn't enter, so I assume they left the premises when they found out that we had obviously had changed the code and that they couldn't turn off the system any longer. The police arrived and obviously found nothing because the person had obviously left. I then spoke with Ms [redacted] again and she said that the police found nothing, which makes sense because the "stalker/burglar/thief/whatever" had run away when they realized that the old code stopped working. Ms. [redacted] said that her items at work were still be tampered with, and she felt that she was being targeted by someone. I told her that the alarm chased away whomever tried to use the old code, and she said that she may want to install a camera in her home, and she would let me know. The incidents stopped, and I never heard from Ms [redacted] again until she wrote in a complaint, that make absolutely no sense whatsoever when correlated with the recorded events from our phone conversations and the events logged on the computer in the security system. Thank you- John Lewis Home & Life Security

Consumer

Response:

Review: [redacted]

I am rejecting this response because:upon receipt of your letter that I received October 28th, 2015 I am still having the same error on my alarm which says "Alarm 2 Front Door." I have called today Monday November 2, 2015 for someone to return my call for this error which has been in existance since August 2015. Of course I received the answering machine once again. To date no one has ever returned my phone calls or my mothers phone calls left on the answering machine service. I want what any other paying customer wants: The problem resolved and the service that I am paying for rendered.

Sincerely,

Review: We had a security system and monitoring begin in our new home last year on 2/14/13 with Home and Life Security. When we decided to move back out of state, we called them to cancel our monitoring and were told that we were in a 48 month contract, to which we disputed because we anticipated to only be in our home for 2 years or less. We find out that the terms we initialed at the top was altered after initialing, and the terms in the fine print of the contract were filled in after we signed the contract as well. The monitoring agreement my husband signed does say 48 months for the monitoring, but the form is in 2 different handwritings and they're not able to tell us for sure that the terms was written in before my husband signed. We would have NEVER agreed to a 48 month contract since we knew we did not plan to be in the house that long, and the fact that the contract was altered after we signed and initialed, should make it null and void according to our lawyer, but they're still trying to hold us to it saying that we didn't dispute it when we were mailed a copy of the contract by them last year. Why would we dispute it then when we assume that it's a "copy" of what we already have and not an altered version? We're still in dispute, and looking into filing legal action against them.Desired Settlement: We want our account and recurring bank draft to be cancelled without a contract penalty charge.

Business

Response:

Hello-

This is simply not true, and there are no, and never ever were alterations made to the contract. In fact, just so that clients cannot claim that there are any alterations to the terms of the agreement, -our clients sign the contract agreement, but there is also a seperate boxed section on the contract that clearly explains the monthly payment and the term of the contract and then the clients add their initials on the line in that box right below the disclosure on the contract making the terms and the payments COMPLETELY CLEAR in understanding to the client, and the client initials it.

Currently we are installing nearly 600 systems a year and every contract is completed this way, with the client's initials right in the same section of the cost payment and terms of the contract clearly dictated, so the client CANNOT feasibly say that they "didn't know the terms".

The client had also complained to our billing company, who found that there was no wrong done here. If the client is moving, the system is wireless and we have a relocation program that they can take advantage of. The system is a [redacted] that they probably shouldn't give up anyway, it's too valuable. In fact it's probably more valuable than their flat screen TV. They can contact us and we can begin the relocation process.

Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The signatures and initials on the contract, and even the monitoring acceptance form, they have referenced in their response have all had information and terms altered and/or added after we signed and initialed them. When we spoke to our lawyer and explained the situation and claims to him, he even said they were in violation of our rights since items were added and altered on the paperwork we signed.

Sincerely,

Review: In February 2014, there was a snow storm. The town plow knocked down a service box outside, so we lost phone service. Because we do not use phone that often, it took us two weeks to realize we did not have phone service. The cable company came and fixed the box a week later, but we still did not have phone service. They had to come back twice more and fix another problem. This took almost two months for the whole process. So, we were without phone service for about two months. My problem: my security alarm system (monitored by Home and Life Security) relies on phone service to get a signal from my house and contact emergency services. Whenever there is a disruption in phone service the security system should be notifying Home and Life security that it does not have service and that there may be a problem. This is part of the agreement I have with them for the services they provide. We were never notified of the disruption of service, even though there obviously was one. We would have known we had no service if Home and Life Security had notified me via cell phone that they were not receiving a signal from my house. I called Home and Life FOUR TIMES over a two week period, and they never returned my phone calls. I have no idea if my alarm system is working, monitoring, etc. And I can't get them to answer the phone to get anyone to check this out. AND, I am paying for this service with a locked in 5 year contract that I am going to break if they do not respond. I am willing to take them to court over this--they have breached my contract by not providing the service I am paying for--I had no connection with their service for about two months and they never even notified me like they should have.Desired Settlement: I want to end my contract with Home and Life Security. They have breached my contract as far as I am concerned. At the very least, they should be answering/returning my phone calls. At the very least, they should have noticed that there was no signal coming from my house, and they should have followed up on this safety issue I pay them to monitor. I am so terribly disappointed with this company, especially since I rely on this system to protect my family.

Business

Response:

Hello-

Thank you for resending this simply because we do not have a record of this inquiry.

Interestingly enough if our system doesn't check in and we contact the telephone service provider, and they tell us that the line is okay, then we'll assume that the line came back up unless it's an intermittent problem with the phone company that we'll never know unless we're informed by the phone service provider after our system checks in. However, it does appear that the phone service provider is at fault here simply because they (the phone service provider) didn't even know that THEIR own phone line was not 100% operational for 2 months?!?! After a accident with the plow-truck taking down a utility box on the street???

Review: For the past few weeks I have tried to contact this company via Email and Telephone to contact me to fix the home alarm system that has developed a malfunction. However I have not be successful in having them return my voice mails or respond to my emails. Additionally, the company has billed my credit card incorrectly in the past and has not fully refunded the excess amount.Desired Settlement: Contact me to schedule a repair appointmentRefund the excess billed amount

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I am waiting for the Technician to fix the problem. The person is supposed to show up today..

Sincerely,

Business

Response:

We have fixed alarm and not charged him the $189.00

service fee, mice ate his wires which is a chargeable call.