LifeShield

Hello,Due to ongoing disconnection issues our customer has had, LifeShield agreed to terminate Ms***'s agreement with no further charges dueThe account was canceled on 04/A return merchandise authorization was issued for the system to be returnedWe apologize for the inconvenience caused

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The service is unreliable and Tech Assistance isn't helpful, or forth coming, about what is causing the ongoing service interruptions Regards, [redacted]

[redacted] We have reviewed your account Our cameras are not surveillance cameras They do not record or stream live video 7x We are sorry for any misunderstanding with the way the cameras operate The cameras are able to live stream utilizing your web portal or the tablet or mobile application We have offered to allow you to return the cameras for a refund and lower your monthly rate to reflect this change We will have one of our specialist reach out to you to discuss further options including cancellation.RegardsLifeShield Security

Hello,All of our customers are advised about the auto renewal policy at the point of sale along with in their agreementsLifeShield's auto renewal policy is clearly stated in our customer's agreement which he agreed to on 05/20/Below statements are from MrWu's agreement: Term, and Automatic Renewal, and ReturnThis Agreement shall continue for an initial period of months ("Initial Term"), commencing on 5/20/Following the Initial Term, this Agreement shall renew for successive periods equal to MONTHS unless either party gives at least sixty (60) days written notice of intention not to renew, effective at the end of the then current termIn the event this renewal provision is not effective by operation of law, this Agreement shall automatically renew on a month-to-month basis until either party gives at least thirty (30) days written notice of its intention not to renewWritten notice shall be provided to the customer service address on our website www.lifeshield.comMr [redacted] called LifeShield on 03/with a request to cancel his accountHe was advised about the cancellation fee of $70, yet, Mr [redacted] did not proceed with cancellationFor customer satisfaction LifeShield will be happy to waive Mr**'s cancellation fee if he is still considering cancellationMr [redacted] can call LifeShield and cancel his account with no further charges due

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I have asked life shield on many occasions will someone come to my home to fix this problem once I pay my bill and all they say is customer service will walk me through it Nor have they answered my question of will I have to pay for the service man to come out and fix this problem? With all I have been through since November with life shield and an improper working system, I have no trust in this company and I no longer want this poor serviceThe installer that they sent to my home two times admitted that he didn't know what he was doing as far as installing the system and I demanded that he take the system back that day before it was completely installedIm willing to return all merchandise and pay a percentage of breaking the contract, especially since im the the victim of equipment failure and my system did not meet their contract agreement when installedI cant handle this stress along with my existing health problems Regards, [redacted]

--------- Forwarded message ----------From: A [redacted] , Thomas A < [redacted] @ [redacted] .com>Date: Wed, Aug 19, at 10:AMSubject: Complaint ID: [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Cc: " [redacted] *" < [redacted] @ [redacted] .com> [redacted] After reviewing your issues, we are honoring your request for cancellation There will be no termination fees and we will refund your cost One of our specialists will be reaching out to confirm cancellation and provide information for the return of the equipment We apologize for the unfortunate experience you have had Regards LifeShield Security

Hello, We have had several unsuccessful attempts to collect the early termination fee of $along with the past due balance of $Ms [redacted] was never charged either for the early cancellation fee or the past due amount of $We waived Ms [redacted] 's past due amount of $and stopped further billing attempts on her accountsMs [redacted] can pay her early termination fee of $in the form of a money orderOnce we receive the payment, her account will be canceled with no further charges duePlease use the information below for your money order: LifeShield, LLC [redacted] Langhorne, PA Attn: Accounts Receivable Thank you

This customer came to LifeShield through [redacted] so we at corporate were unaware of the issueLifeShield will refund this customer the $chargeIt may take 3-business days to appear on the customer's cardWe have also called the customer to inform her of the refund but got a voice mail messageWe will try again to let her know her request was approvedLifeShield now consider this case resolved and sincerely apologizes for the frustration this caused the customer

Hello,LifeShield does not guarantee that the cell bafeature will work properly for every customerThe area [redacted] lives may not be an area where cell signal is strong enoughThe connectivity of the cell towers in her area is out of LifeShield's control [redacted] has an internet primary system which is connected and functioning along with her landline phone as a back up protection The agreement [redacted] agreed to on 12/09/clearly states that cellular connection quality may vary due to factors beyond LifeShield's controlUnfortunately [redacted] is in a legally binding agreement and responsible for the early termination fee if she wishes to cancel her service Below statements are from [redacted] 's agreement:"Your leased System requires broadband internet service (Cable, BPL, DSL, fiber or other) or a cellular based transmitterYOU ACKNOWLEDGE THAT SIGNAL TRANSMISSION MAY BE INTERRUPTED BY IRREGULARITIES IN THAT SERVICE, POWER OUTAGES OR OTHER CIRCUMSTANCES BEYOND OUR CONTROL, IN WHICH CASE THE CENTER WILL NOT RECEIVE THE SIGNAL FROM THE SYSTEM.""If your leased System includes cellular service, we will utilize a GSM cellular system for transmitting alarm signals from your leased System to the CenterThere may be times when your leased System will be unable to acquire, transmit, or maintain an alarm signal, and that wireless transmissions may be impaired or interrupted by a variety of conditions and circumstances beyond our control, including congestion, wireless carrier maintenance, storms and power failures.""You acknowledge and agree that without either traditional or non-traditional telephone line, your service is fully dependent on your Internet/broadband connectionShould that connection be lost for any reason, communication to the monitoring center will also be lost until such connection is reestablished.""In both the case of GSM Backup Cellular Service and GSM Primary Cellular Service, you acknowledge there may be times when your leased System will be unable to acquire, transmit, or maintain an alarm signal, and that radio frequency transmissions may be impaired or interrupted by a variety of conditions and circumstances beyond our control, including cellular system congestion, maintenance by wireless carriers, the location/construction of your home, the location of your home modem, storms and power failures."

[redacted] LifeShield has had to start charging the appropriate tax for each municipality, thus the increase in your billingWe understand your hardship of the recent change in your billWe value you as our long-time customer and want to be sure you remain within your monthly budgetTo assist you, we have provided a reduction of $a month for months to offset this new tax chargeWe hope you find this adjustment satisfactoryOne of our specialists will be reaching out to explain what your new charge will be for the next monthsRegards LifeShield Security

Hello,Upon her Revdex.com complaint, we reached out to Ms [redacted] and a conference call was scheduled for Ms [redacted] to listen to the point of sale call for 07/07/A resolution will accordingly be provided after the conference call on 07/07.Thank you,LifeShield Security

------- Forwarded message ----------From: A [redacted] , THOMAS *Date: Wed, Feb 1, at 4:PMSubject: Revdex.com complaint ID # [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org> [redacted] We understand your desire to have a tech come to your residence for issues, however that service is not available We have specialist that will be glad to assist you with any issue you are having Your account is months behind at the current time You are still utilizing the equipment as you last armed your system today at 11:am Your current early termination fee is $ If you definitely want to cancel your account, we will lower the fee to $RegardsLifeShield Security

Mr [redacted] We would like to apologize for any misleading statements that a sales representative may have made to you It clearly states in your agreement that early termination will be charged $per remaining month on the agreementEarly Cancellation FeeIF YOU TERMINATE THIS CONTRACT PRIOR TO FULFILLING YOUR OBLIGATIONS DURING THE INITIAL TERM (INCLUDING BY FAILURE TO PAY), WE MAY CHARGE YOU AN EARLY CANCELLATION FEE EQUAL TO FIFTEEN DOLLARS ($15.00) MULTIPLIED BY THE NUMBER OF MONTHS REMAINING IN THE INITIAL TERMTHE EARLY CANCELLATION FEE IS A LIQUIDATED DAMAGE, NOT A PENALTY, AND WAS REASONABLY CALCULATED TO REPRESENT THE AMOUNT OF DAMAGE WE SUSTAIN WHEN CUSTOMERS BREACH THIS CONTRACT BY TERMINATING PRIOR TO THE END OF THE INITIAL TERMWE RESERVE THE RIGHT TO CHARGE THE EARLY CANCELLATION FEE TO THE CREDIT OR DEBIT CARD YOU HAVE ON FILE WITH USI do see that you paid the early termination of $on 7/9/which is the same date as your bill We also collected the regular monitoring rate of $ This payment will be refunded in the amount of $as the early termination fee would cover July.We do not transfer accounts.We have not offered free upgrades for system hardware They are available at a discounted rate but would not be free Regarding the return of the system, you do not have to return the equipment.RegardsLifeShield Security

Hi ***, I responded to the complaint by Narciso Holguin on 05/by advising that the original sales call would be pulled and listened in order to val***te his claim that he was given misinformation at point of sale.We listened to the original sales call yesterday and [redacted] ’s claim is validThe sales agent gave misinformation to the customer saying that his bill would total $per month, for both video and security services combinedThis agent was terminated due to this behavior.We have canceled [redacted] ’s account with no further charges due and refunded him two months of monthly monitoring fee that he has paid so far, a total of $81.64.We apologize for this big mistake and would let [redacted] know that this is not indicative of how we do businessWe are appalled by this misdirection by the former sales agent as much as he isThanks,***

------- Forwarded message ----------From: A [redacted] , Thomas A< [redacted] @ [redacted] .com>Date: Tue, Apr 5, at 10:AMSubject: Revdex.com complaint ID [redacted] To: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>We reviewed the customer’s account and agreed to cancel with no early termination fee on 1/22/ The account has been cancelled and there is no balance on this account The equipment has been returned and we consider this issue closedLifeShield SecurityTom A [redacted]

Hello,As of 03/10, this account has been canceled with no further charges due because of ongoing system issuesWe apologize for the inconvenience these issues might have caused to our customerThank you

--------- Forwarded message ---------- sans-serif;">From: A [redacted] , Thomas A< [redacted] @ [redacted] >Date: Fri, Aug 21, at 8:AMSubject: Complaint ID: [redacted] To: " [redacted] " < [redacted] >Cc: "C [redacted] , John J" < [redacted] @ [redacted] > Mr [redacted] One of our specialists is reaching out to you to go over the issues you have encountered and to discuss resolution, including cancellation We regret any inconvenience this has caused Regards LifeShield Security

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: There was no mention on this call that it was a cancellation fee agreementCorrect? Regards, [redacted]

LifeShield has revisited the sales/ordering call placed on 1/3/and the follWelcome call on 1/10/ On 1/3/2013, The husband was on the phone with his wife in the background He was relaying all of the information to her On the ordering call the customer choose to go with the year contract (months) The year was a less expensive monthly rate but did not offer the amount of equipment required thus they chose the plan with additional equipment When gathering the information for the primary contact, it was indicated that Aimee was to be the primary This is how her name was on the contract She was also the one to do the electronic signature at time of purchase as directed by her husband Thus she signed the contract with her name on it as required All terms of the agreement were gone over on this callThe subsequent Welcome call on 1/10/also got full agreement from the customer that the month agreement was indeed what they had signed up for The terms of this agreement also required early termination fee equal to all remaining monthly payments for the term The $dollars per month was an agreement change that was implemented on 1/1/for all new agreements signed after 1/1/ Terms for previous agreements stayed the same