LifeShield

Per the conversation with our specialist, LifeShield has agreed to refund total purchase amount for the system ($257.59) and the cost of the additional motion sensor purchased ($86.17) for a total refund of $343.76.  The check request will be submitted once the equipment has been received...

back.  Processing of the check may take 4 to 6 weeks.

[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 no record or recollection of "signing" a new contract in 2011 with LifeShield that added a termination fee.  I would like LifeShield to produce a copy of the new contract that they say I supposedly "signed" in 2011. 
Also, I would ask LifeShield to provide a copy of the contract that changed the termination fee around the end of October 2014 from $149 to $119.  I called LifeShield to terminate my service near the end of October, 2014.  I was told the termination fee was $149.  I chose not to terminate at that time so I could review my records.  Two weeks later, on November 7, I called again to terminate service and I was told the termination fee was $119.  
Would LifeShield also please produce the contract that changed the termination fee from $149 to $119 around the end of October 2014?
Regards,
[redacted]

The customer has
updated their credit card information and the...

account is now current. Beeping noise from the system has been resolved. We apologize for any inconvenience this caused the customer.

--------- Forwarded message ----------From: A[redacted], Thomas A <[redacted].com>Date: Wed, Aug 19, 2015 at...

10:45 AMSubject: Complaint ID: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[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,
Unfortunately, for security reasons we are unable to share our call center recordings.
The call in question is dated 06/28/2013 12:03:15 PM. The duration of the call is 4 minutes and 19 seconds. The details of the call is as follows:
0:42 - [redacted] states that he moved to a new place and would like to update his address. He also states he would like LifeShield to provide the permit forms for his new county.
01:15 - LifeShield agent informs [redacted] that she put his account in move status and she will update the address for him.
01:31 - [redacted] states he is already in his new house abut he hasn't setup the system yet. He proceeds to provide his new address.
03:45 - LifeShield agent states that she will call [redacted]'s county to confirm the agencies than mail him the permit forms.
04:00 - [redacted] is asked if he has additional questions by our agent. [redacted] asks what he needs to do after he sets up his system. Our agent tells [redacted] that his account is already put in move status so all he needs to do is setup the system. The system will automatically be associated with his new address.
In the call, there is no discussion about either whether billing would continue or not, or putting the customer's account on hold or cancelling the account.

This customer came to LifeShield through [redacted].  We have canceled his account and will not be charging him the $200 early termination fee.  Account was canceled as of today, 9/12/14.
We apologize for the frustration and inconvenience caused.

[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.  Sadly it took 4 months and a complaint to the Revdex.com to get a response.   After several calls and promises that someone with some knowledge would call me back, and nobody ever doing so until I filed a complaint - that is a very poor way of doing business, as soon as we hit month 36 with this contract ( or sooner) I will be gone. I will not do business with anyone that has such a poor business ethic. I run a business and if any one of my employee;s were to treat a customer like your company has treated me, I would fire them in a second.Matt did finally call me and he sent out a repeater and surprisingly the system seems to be working now. Even after moving the base within 3 feet of the back door and that sensor still not working, now we add a repeater and it works... makes no sense, but it is working now.Again at month 36 you will loose a customer - that I promise you.
[redacted]

[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 information provided is false.  If the business will go back through their "quality control calls," they will hear the operator tell me that my location was never monitored and she would have to activate.  Additionally, the alarm was set off more than just that one scenario, yet they seem to not have any information about that.  Lastly, I can submit call logs from both cell phone providers that shows there was no contact made and that I was, in fact, on the line with an operator of Life Shield and the reason there are 2 alarms set at the exact same time, is when the lady activated the account to be monitored.  I had to wait until 8 AM EST to reach an operator because the business was did not open until 8 AM EST on the day in question., the alarm was going off for at least 15 minutes prior to the time listed.
They are trying to cover their tracks and lying which is terrible business. 
Regards,
[redacted]

We have researched [redacted]'s account and found out that he has a check request. Unfortunately, we were not able to locate the check and a new check request was cut on 01/07. Please allow approximately 2 weeks from the date the check request was cut for the request to be processed. We apologize...

for the inconvenience and going forward we will make sure our check request process is seamless.
The total refund amount: $677.97
Details:
Refund of 3 cameras at $159.99 each = $479.97
Refund of installation fee of                = $198.00
                                                            
                                                          +
                                                          ___________________
Total refund :          $677.97

Hello,
This customer's account is actually owned by a third party partner of LifeShield. [redacted] called on 02/09 requesting cancellation. She was told that she needed to pay an early termination fee to be able to cancel her contract and she was emailed a copy of contract per...

her request. 
LifeShield has revisited the welcome call the customer received on 12/01/2012. The customer agreed to her 63-month contract's terms on the welcome call.
In additon to the cancellation request call on 02/09, LifeShield have received 6 calls in total from the customer. Our call records show that none of these calls were made in regards to malfunctioning (or not working) of the system. 
12/08/2012 - Customer needed assistance about bypassing a sensor
09/28/2013 - Cancellation inquiry (no reason was given in regards to malfunctioning)
10/04/2013 - Customer updated address information
11/06/2013 - Customer updated email address + needed assistance about sensor settings
12/30/2013 - Standard sensor was showing lost - customer was given assistance about deleting sensors associated with their old house 
02/07/2015 - Customer called in with a cancellation request - directed to the third party for assistance
Unfortunately we are unable to cancel Ms. Ammer's contract whose terms she agreed to without any early termination fee. However, if [redacted] is currently having any system issues, we are more than happy to assist our customer in any difficulty she might be experiencing. 
Regards

[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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I appreciate the offer by Lifeshield, but based on the lack of concern for the poor customer service and lack of responsiveness, while maintaining a blame the customer mentality in the response, I would like to have my contract cancelled without penalty.  This is not a company that has treated me with respect as a customer and I am highly disappointed.  It is unbelievable to me that in the businesses' response there was absolutely no attention paid to the information regarding being completely ignored regarding my issues, having my e-mail sitting in an inbox without being read, not being allowed to speak with a manager after calling the company multiple times, and having employees stating to me they will follow up and never doing so. All of the things typed in the response are questions I should have been able to have addressed while attempting to communicate with the company for over a month to no avail.  Instead it took having a contact from the Revdex.com for this company to even have the decency of responding to my inquiries.  Again, thank you for you time.  I hope that you will grant me cancelation of my contract at this time so that I can sever ties with this company based on repeated equipment problems and poor, unresponsive customer service. 
Regards,
[redacted]

[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:
No company truly interested in privacy or security issues should ever so much as give an option for a customer to provide their secure password. There are plenty of other ways to reset passwords and offer customer support. I stand by the fact that this company perhaps should be more interested in customer privacy than customer service, if for no other reason than their holding themselves out as a home security provider. Thank you.
Regards,
[redacted]

[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: 
This does nothing to solve the issue for others. We as people are always apologetic after we see the consequence of our choices. I feel if this was really a concern of theirs, they would have found an alternative way to allow us to pay upfront. Such alternative includes, setting up the autopay,  per policy, but take amount for whole year in first payment, then credit the account for remaining 11 months. By stringently sticking to a position, the company only demonstrates that customers are NOT first. Because of this I was forced to spend more money with another company just to keep my family safe. 
Regards,
[redacted]

After review of this account, we have refunded the 8 months of monthly monitoring fees.  Total refunded amount is 8 x $44.99  = $359.92.  this covers the months of Feb, 2015 to Sept, 2015.  We apologize for any inconvenience.

Hello,
[redacted]'s contract will be terminated with no future payments. He will also receive the 3 month check request per the fact his system was never monitored and we are issuing the cost of his extra sensors. We apologize for the inconvenience caused by the lack of follow-up...

regarding his permit issue.

LifeShield has revisited the sales/ordering call placed on
1/3/2013 and the follow-up Welcome call on 1/10/2013.  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 5 year contract (63 months).  The 3 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 call.
The subsequent Welcome call on 1/10/2013 also got full agreement
from the customer that the 63 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 $15 dollars per
month was an agreement change that was implemented on 1/1/2014 for all new
agreements signed after 1/1/2014.  Terms for previous agreements stayed
the same.

[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: it still does not work.  I like the look of the new [redacted] and Website portals, which I assume is your reference to "firmware upgrade", but the alerts have not been fixed.  Just today, my wife disarmed the system at 3:45pm.  I have an test alert set to alert me if the system is NOT armed between 4:00pm and 5:00pm.  It is now 5:06pm.  I didn't get that alert.To top that off, I was going to attach screen shots either from the website or the [redacted] app to show you the same information I have already submitted, but in the new format.  However your website reports "Error connecting to server" when I try to login, and selecting Alerts in the [redacted] app results in a crash.
Regards,
[redacted]

This account was cancelled on 11/7/14 with no early termination
fee as requested by the customer.  All monies have been refunded to the
customer.

LifeShield has contacted [redacted] and come to an agreeable solution.  LifeShield will waive the monthly monitoring fees until such time that an upgrade solution to cellular is available.  [redacted] will be contacted when the cellular is available to get the replacement components ordered...

and her system back online. We apologize for the inconvenience caused.