LifeShield

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I called him back and left a message to provide a mailing address for the check. I did not get another follow up call however I received an email that my check had been sent. Because he did not follow up for an address, this check was sent to a place I no longer live. I now need to use another hour of my time and gas to pick up this check from this prior address. I would also like to add this the address that the check was sent to was not even the address where I had their services set up at. This has been one of the most frustrating companies I have ever dealt with in my life. I am not sure why he would proceed to mail a check prior to speaking with me. I have left a second voicemail and have not received follow up again.
Regards,
[redacted]

Hello,Due to the issues [redacted] was experiencing, as of 07/01/2015, his account was canceled with no further charges due and he was refunded for the first month's payment. Instructions to send the equipment back has been sent to the customer. We apologizefor the inconvenience caused and hope that...

[redacted] is satisfied with the resolution.

[redacted]According to our records, your account was cancelled on 6/26/2015.  The documentation you requested for the false alarm fee was sent to you on 6/29/2015.  The second false alarm that you had you stated that a tech had came to work on other equipment.  This was a DTV...

technician to work on your video and would not have been accessing your alarm system in any way.  Again this alarm showed it was a panic.We will cover the cost of the first false alarm fee since the tech was there working on the alarm system.  Please send a copy of the paid invoice and we will cut a check for $200.RegardsLifeShield Security

[redacted]The only agreements that LifeShield has offered have been 3 or 5 year agreements. I have read the cases of your correspondence with our representatives. On 7/24/2015 call, I see that you believed you were offered $7 per remaining month but were quoted $9.  I will offer to...

allow the $7 for remaining months which is 36.  This would give you an early termination fee of $252.  I will note your account with this information so that if you choose to accept this offer, you should not have an issue or misunderstanding.LifeShield Security

Mr. [redacted]We have reviewed the complaint and your cases.  Our policy of not issuing paper billing and the inability to change your billing date have been explained.  We do not want to inconvenience you and we do understand needing specific dates for payments.  To that end,...

engineering has agreed to change your billing date to accommodate your request.  One of our specialist will be reaching out to you to confirm your desired bill date.RegardsLifeShield Security

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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]

[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]

The auto renew on my billing was not at all made clear to me, neither was the cancelation of the auto renewal. I called 6 months in advance to cancel my subscription and ensure that it would not be renewed, and after being told it would be handled I continued to get charged after the end of my original contract dates. After calling in, and speaking with as many people as I possibly could, I have finally turned to Revdex.com to hopefully get some help. I even cited U[redacted] state law that clearly shows that LifeShield has no right to auto-renew me. Terrible service and even worse experience with the customer support.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 service. The 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 installed. Im 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 installed. I cant handle this stress along with my existing health problems.
Regards,
[redacted]

Complaint: [redacted]9/23/2015 9:29 AM
I am rejecting this...

response because:I am identity victim and have been working to resolved the issue by not using Debit or Credit Card. Although Lifeshield states they do not accept mailed in payments, they've cashed my online banking payments and not posted to my account. I've received numerous calls stating I am 2 months behind which is incorrect. I've called Lifeshield for any suggestions or a temporary way to pay my account without Debit or Credit Cards several times but they ignored my request. Until I have resolved the issue with unauthorized credit account and bank information, I cannot provide any other method of payment with cards.TranslateDesired Resolution / OutcomeI need their assistance with getting my cashed payments posted to my account. In addition, bring m account without past due status.
Regards,
[redacted]

Hello,Due to ongoing system issues our customers had, LifeShield agreed to terminate [redacted]'s agreement with no charges due. Her account was canceled as of 05/14 and a return label was sent to the customer to return the leased equipment. We apologize for the inconvenience caused and...

hope that [redacted] is satisfied with the resolution.

Hello,LifeShield agreed to terminate [redacted]'s agreement and cancel his account with no early termination fee due to ongoing system issues and lack of follow up. Therefore, his account was cancelled as of 05/21 with no further charges due and a return merchandise authorization was...

issued for [redacted] to return the leased equipment. We apologize for the inconvenience caused and we are taking steps to ensure that no one else has the same issues in the future.Thank you.

Hello,All of our customers are advised about the auto renewal policy at the point of sale along with in their agreements. LifeShield's auto renewal policy is clearly stated in our customer's agreement which he agreed to on 05/20/2011. Below statements are from Mr. Wu's agreement:13....

Term, and Automatic Renewal, and ReturnThis Agreement shall continue for an initial period of 36 months ("Initial Term"), commencing on 5/20/2011. Following the Initial Term, this Agreement shall renew for successive periods equal to 12 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 term. In 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 renew. Written notice shall be provided to the customer service address on our website www.lifeshield.comMr. ** called LifeShield on 03/19 with a request to cancel his account. He was advised about the cancellation fee of $70, yet, Mr. ** did not proceed with cancellation. For customer satisfaction LifeShield will be happy to waive Mr. **'s cancellation fee if he is still considering cancellation. Mr. ** can call LifeShield and cancel his account with no further charges due.

-This account was cancelled as of 9/29/17 by our partner and account owner [redacted]. RegardsLifeShield Home Security

Upon the customer's request, this account was canceled with no further charges due on 02/25. Unfortunately, we currently do not have the option of yearly payments. We are sorry to have lost our customer for this reason and we apologize for the inconvenience this might have caused.

[redacted]We have reviewed your account.  Our cameras are not surveillance cameras.  They do not record or stream live video 7x24.  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

[redacted]We have received no correspondence of any kind pertaining to system issues.  If you have system issues our technical support department will be more than happy to assist you.  You sent an email on 6/24 requesting cancellation.  No reason was given.  This was...

answered the same day explaining that we do not accept cancellation request via email for your account protection.  On 7/21 you called our Customer service reps and told us you were moving.  The terms of your contract were gone over including your Early Termination Fee.  Our system is easy to take down and re-install at your new location.  Again if you are having system issues please call for Technical Support assistance.LifeShield Security

Mr. [redacted]We have reviewed the complaint and your cases.  Our policy of not issuing paper billing and the inability to change your billing date have been explained.  We do not want to inconvenience you and we do understand needing specific dates for payments.  To that end, engineering...

has agreed to change your billing date to accommodate your request.  One of our specialist will be reaching out to you to confirm your desired bill date.RegardsLifeShield Security

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:First  I would like to address the response you received
 from the business in regards to my complaint.  It is true that I spoke to their rep, Tricia regarding the need to stay in "moving" status for a couple more weeks because like I said before the set-up on the tablet which controls the whole system had still not been programmed and I needed more time to figure it out. Well that never happened even after the supervisor arranged for a call from their tech to help me do just that, because I never got the call.  After that I just had decided to replace or do away with the security system all together, not having anymore faith or regards for this company and their service, absolutely not to be worth the $50.89 monthly charge. They say they restored my monitoring service on 9/1/16, and produced records supposedly validating that fact. Well they never informed me that I was in a monitoring status. What those logs show basically, is that I still had an internet connection linked to them , and I continued to get email alerts from them ONLY  when that internet connection was interrupted temporarily & then restored again, for example weather interferences. It was impossible for them to be truly monitoring me due to the fact that I never completed the installation on the tablet where you assign each sensor to a number. The sensors had been installed by my brother on selected windows and doors but the tablet still maintained the assignment of sensors & numbers that applied to my prior residence. So if I had had a break-in during that period which they say they were monitoring my residence, they would not have been able to locate the correct point-of-entry. In addition, I never initiated using the alarm when I left or entered this residence , for the same reason. As far as their statement that they are still affiliated with the merger of [redacted], they may still have permission to use their logo on their website, but if you call and ask [redacted] about their association with Lifeshield , their answer is quite different. Also [redacted] has their own separate & new Security System they are promoting with a different company. Therefore, their response does not sway my decision and determination to no longer pay them for their lack of service and security. Their response did not address the results I requested from them, which I am still seeking as a resolution of this complaint.
[redacted]

------- Forwarded message ----------From: A[redacted], Thomas A <[redacted]>Date: Wed, Aug 19, 2015 at 8:34 AMSubject: Complaint ID: [redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]" <[redacted]>Mr....

[redacted] LifeShield is honoring your request to cancel.  There will be no cancellation fee and you will be refunded any fees paid to date.  One of our specialists will be reaching out today to confirm cancellation and inform you how to return the equipment. RegardsLifeShield Security