LifeShield

Review: Since the day I purchased this Alarm the service the detection company provides is great but the actual items used to provide the service is garbage. Since the beginning I have had nothing but problems with my sensors, from disconnecting from the service to battery's not solving disconnection problems to fault alerts constantly. The system even now has a Siren detector that has malfunctioned. When I contacted the rep on 9/7/13 she recommended that she swaps out both upstairs and downstairs siren detectors for two updated ones that should eliminate the problem. She stated I would receive a tracking number and it's now the 10th and nothing. I just now contacted lifeshield again asking what is going on with the replacement and she sounded like a deer in headlights, confused and just giving me info that didn't make sense. I am irritated with the customer service and the system constantly not operating correctly. I make my payment every month on time for the monitoring but it is useles unless I have a system that operates correctly and as designed. I don't think that is to much to ask for.Desired Settlement: I want the system to operate exactly the way it is supposed to and designed to. I want to be able to rely on it and I would like a representative that cares and has an idea of what there doing. I am very frustrated with this system from constantly getting alerts regarding faulty sensors. I would like some help solving these issues.

Consumer

Response:

Complaint Detail

My system is not working properly and not receiving any help with that issue or other issues I am also having.

Desired Settlement

My system running as exactly as described and advertised and some other issues that need resolving.

Desired Settlement: A Phone Call

Business

Response:

Our lead customer advocate is looking into this account and will properly troubleshoot as needed. He will also reach out for a positive resolution.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: nobody has reached out still.

Regards,

Business

Response:

According to our lead Customer Advocate he and [redacted] were able to connect on 10/1/2013 and appear to have resolved some of the issues the complainant was having. They are watching broadband outages in his home and if needed will try an updated system base. For now it appears a resolution has been met. Complainant should always feel free to contact Customer Service or [redacted] directly and we will do what we can to resolve any system issues he may be having.

Review: I had a LifeShield security system for more than five years. I purchased the original security system on 2/9/2009. I have the original quotation email on 2/7/2009 and here's what it said: "Another InGrid exclusive is no long-term commitments for monitoring service. You simply Pay-As-You-Go each month with no penalties for early termination!"

In October, I called to terminate the monitoring service, which is $30/month. I was told there is a mandatory $149 fee to cancel service. So I didn't terminate and instead searched for any record of a change in contract that added a termination fee. I received no notice of a change in contract, and I certainly didn't consent to the addition of a termination fee.

I called again on November 7, 2014, to terminate service. This time, I was told the termination fee is $119. Apparently their termination fee changes without notice. I cancelled service and had no choice but to pay their fee. The confirmation number they gave me is ref:_[redacted]Desired Settlement: Refund the termination fee, which under my contract, was illegal

Business

Response:

[redacted] was automatically renewed on April 1st 2014

per the terms of his agreement. He did not request cancellation in

writing 60 days prior to the agreement end date. This was part of

his signed agreement from March 31st 2011 as noted below. [redacted] had purchased a new system because of moving at that time which

required a new agreement to be signed, which he did. The terms of

that 3 year agreement were not the same as the original system purchased in

2009 which was cancelled. He is not entitled to a refund of the early

termination fee.

Consumer

Response:

[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]

Review: [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.

Review: I HAD PURCHASED A LIFESHIELD SECURITY SYSTEM IN OCT OR NOV 2013. I WAS PAYING FOR THIS SERVICE UNTIL THE PRESENT UNDER THE IMPRESSION THAT MY ALARM SYSTEM WAS BEING MONITORED FOR MY PROTECTION. I AM A YOUNG FEMALE LIVING ALONE IN A TOWNHOUSE. I FILED ALL NECESSARY PAPERWORK THROUGH THE MUNICIPALITY AND LIFESHIELD BACK IN NOVEMBER 2013. THROUGHOUT THE MONTHS UP UNTIL OCTOBER 2014 I WAS PAYING FOR A SERVICE THAT WASN'T EVEN BEING MONITORED. IF SOMEONE BROKE INTO MY HOUSE THE ALARM WASNT BEING MONITORED SO NO ONE WOULD CALL THE POLICE IF SOMETHING HAPPENED TO ME. IN AUGUST AND SEPTEMBER I HAD AN ISSUE WITH THE BANK ACCOUNT THAT WAS ON FILE FOR LIFESHIELD AND THE ACCOUNT WAS CLOSED, I RECIEVED A CALL FROM LIFESHIELD STATING THAT MY ACCOUNT WAS PAST DUE. I TOLD THE REP LAQUIA THAT IVE TOLD YOUR COMPANY SEVERAL TIMES MY SYSTEM IS NOT BEING MONITORED AND I SEND ALL THE PAPERWORK I NEEDED TO SEND LAST YEAR. SHE CALLED ME BACK THREE TIMES ACKNOWLEDGING THAT THEIR COMPANY TOOK MY MONEY BUT WAS NOT PROVIDING ME THE SERVICE SINCE NOVEMBER 2013 UNTIL OCTOBER 2014. SHE STATED THAT SHE PUT THE REQUEST IN FOR A CHECK TO COME TO ME IN THE MAIL IN THE AMOUNT OF 239.92 AND A ELECTRONIC REFUND TO GO TO THE ACCT ON FILE FOR 29.99. I TOLD HER THAT ACCT ON FILE WAS NO GOOD AND I GAVE HER THE NEW BANK INFORMATION. I RECIEVED THE CHECK BUT NEVER RECEIVED MY REFUND INTO MY BANK FOR 29.99. IVE CALLED THE COMPANY SEVERAL TIMES AND I EITHER GET HUNG UP ON, OR TOLD SOMEONE WILL CALL ME BUT I RECEIVE NO CALLS BACK FROM THIS COMPANY ABOUT MY MONEY. I WANT TO CANCEL THE CONTRACT WITHOUT HAVING TO PAY THE EARLY TERMINATION FEE AND I WANT MY MONEY BACK AS THEY HAVE CONTINUED TO IGNORE MY REQUESTS BUT STILL TAKE MONEY OUT OF MY BANK ACCOUNT.Desired Settlement: I WANT THE CONTRACT TO BE TERMINATED AND I SHOULD NOT HAVE TO PAY THE EARLY TERMINATION FEE SINCE THEY NEVER DID THEIR JOB CORRECTLY AND THEY NEVER SENT THE REFUND TO MY BANK ACCOUNT AS DISCUSSED. AND I WAS A RETURN LABEL TO SEND THEIR PRODUCTS BACK TO THEIR COMPANY.

Business

Response:

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.

Review: I have been a customer of LifeShield security for more than five years. I have always paid my bill. Every two years, my credit union issues me a new [redacted] card with a new expiration date. In July, they issued me a new card. I was paying my LifeShield bill with that card. In August I got an email from Lifeshield that my card had been declined. So I immediately logged into my LifeShield account and updated the card info. This morning, around 8AM, the LifeShield security system started emitting a very loud shrill beep. It awoke me and my wife. There was no way to stop the beeping. There was just a message to call LifeShield. I called LifeShield, and they informed me that they would only turn off the loud beeping if I paid them.

LifeShield used my security system to invade my home, invade the sanctity and peace of my home. They used the security system to extort me -- either I paid them or they would destroy the peace of my home.

They did not try to call me to talk to me before they applied their extortion tactic.

The security system is supposed to make my family feel secure in our home, but LifeShield turned it against us. There are few times in life that I have been so angry and felt so violated.Desired Settlement: My desired outcome is that LifeShield end this outrageous practice that uses their security system to invade the homes of their customers. An apology would also be appropriate.

Business

Response:

The customer is billed on the 10th of each

month. On 8/10/14 we attempted to bill the credit card on file and it

declined. Our billing system will make 4 more attempts to collect this

payment, every 6 days. We tried again on 8/16, 8/22, 8/28 and 9/3. All

attempts were declined. A payment declined email was sent on 8/28

and 9/3. We have confirmed that these were both received and opened by

the customer. After the 5th attempt to collect, it is

deemed outstanding and is not attempted again until the customer calls in

to update the credit card on file. Once [redacted] called and verified

the credit card info, payment was made and the account is current.

We apologize for the inconvenience but this was an automated

attempt to collect a past due payment. [redacted] has been a customer in

good standing with our company for a long time. We are looking into

enhancements to the collection process to improve the customer experience.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: The business, Lifeshield security, did not address the main issue in their response. They did not admit that at 8AM, they turned on a loud alarm on our security system in order to collect a $30 fee that was due for August. The alarm woke us up and scared us, because we did not know why the alarm was going off. We could not turn off the alarm. Lifeshield left the alarm on until I called and paid them a $30 fee for August. Lifeshield did not try to call me on the phone before they used our security system to scare us and disrupt the peace of our home. If they had called me, I would have immediately corrected the expiration date on the [redacted] card. In fact, before they used our security system against us, I had already logged into my account and corrected the expiration date.I believe their abuse of our security system was an illegal tactic to collect a debt. I want a statement from Lifeshield saying they will not use this outrageous extortion tactic on other customers.

Regards,

Review: On April 30th I had an alarm system installed in my home. At least once a week there after there was a problem with it functioning. Today I called the company (lifeshield alarm) and reported yet another malfunction. I had to call a second time because of an additional malfunction. At that point The individual at technical support told me the device would not work on a metal door. I explained that one of their technicians installed it and did not tell me there might be a problem. He said that all they could do was send me,out another alarm device and I suggested that it would not work either if the door is metal.

In April I returned from an extended trip to discover that my home had been broken into which prompted me to seek a home alarm. However lifeshield has not provided me with the safety that I am forced to continue paying for . I don't believe that they can resolve the issue with the equipment they use and would like a refund and the opportunity to look elsewhere for an alarm system.

Business

Response:

Customer was shipped a new sensor replacement on June 18 to replace sensor issues related to a different kids being installed on metal door. LifeShield spoke with customer several times regarding installation and where receiver should be for metal door.

Review: I have been contracted with LifeShield security for my home for over a year. Their "lack of service" for services being paid for is unbelievable. Whenever there is an issue with the system, such as lack of communication from the system to their facility, they send an email to notify me! No phones calls to ensure our family and home is safe and secure - which is what I am paying them for. Since it is a "wireless" service, if the system is not communicating due to possible issues with the internet connection, how would I be able to check my email to know of this problem? Why are they NOT doing their job by calling to make certain we are safe and secure? Isn't that the purpose of having a "security system" in your home? Several times I called to request batteries for the smoke alarm, once I was told batteries were sent to someone with the same name in another state! I never received the batteries, so I relied on my store bought smoke detectors - even though I'm paying for the service.

Today I happened to check my email, which I do not do on a daily basis, and they sent an email that my security system was "disconnected" from their facility. I set the alarm this morning and again when I went home at lunchtime, thinking my home was security because there is no indication on the main box for the system that there are any problems, only to discover when I spoke with their customer service department, that it had not been communicating since sometime yesterday! And they are sending me an email today....so for over 24 hours when I thought we were being protected by this company, I find out that it wasn't even working and no one called to make certain we were ok!

I requested to cancel the contract with them due to their breach of contract for not providing the services contracted for, and I was told that I could NOT cancel the 3 year agreement. I cannot believe that I am stuck paying for a security system - or shall I say lack of a security system - for another couple years!!Desired Settlement: Cancellation of contract for security services without penalty. They are not fulfilling their end of the agreement, and I have the right to expect them to fulfill their end of the contract. Since they are not, I would like to cancel this contract immediately so I may contract with a security company that DOES THEIR JOB.

Business

Response:

One of our customer service managers ([redacted]) was able to reach [redacted] this morning and spent some time talking through her issues. He feels like they successfully worked through some product concerns, he sent her some extra batteries for a few of her products, and he even brought some ideas to upper management based on the conversation he had with [redacted]. [redacted] also provided [redacted] with his direct line and personal cell phone number. Case notes show a positive resolution to this complaint.

Review: I recently ordered a Lifeshield security system for my home. When I spoke with the sales representative ([redacted], no last name given) on the phone, he told me that I would be receiving a free [redacted] tablet that I could use as a secondary control pad. While I received the security system, I never received the [redacted]. I called the company to ask about it, and was told by Customer Service that it would ship 7 days after I activated my system. A week later, I spoke with Customer Service again ("[redacted]", no last name given), and [redacted] told me that I was never told I would be receiving a [redacted] in the first place. I asked [redacted] if I could speak to a manager and he refused to transfer me. He told me that someone named "[redacted]" would be calling me back. He never did. I wrote a letter to the company president, [redacted], a few days later explaining the issue. No response was received.Desired Settlement: I would like the free [redacted] I was promised as part of the sales presentation. I do not want to make any changes to my account or service level.

Business

Response:

A sales manager from LifeShield has reached out to this customer. The original sales calls were pulled and reviewed as well before making the decision to offer the [redacted]/tablet. Here are the findings:

Review: The terms of the contract was the system would be monitored 24/7. Any alarm that may go off, the company would call right away and ask for a password. If the proper password was given the system would be reset and no action taken. If the wrong password were given, the proper authorities would be contacted. The alarm has gone off several times; no calls, no police, no nothing. We have contacted the company several times and the only thing they say is we have a contract that WE have to fulfill. Take the money (auto withdrawal) each month but, when the alarm goes off, no action. Batteries have been changed. System has been set or disarmed everyday. Always something wrong.Desired Settlement: I want a refund of the last 6 months and out of the contract

Business

Response:

Our lead customer advocate is looking into the history of this account and the complaint. We are confident that a positive resolution can be met. He will be reaching out ASAP to this complainant.

Review: I signed up for their home security product then changed my mind and cancelled the next day. I called to cancel on May 8, 2014 and requested return labels to return their equipment. I never recieved the labels to return the equipment so I took the equipment to Staples and wrote return to sender on the box. I was informed that [redacted] would pick up the equipment the next day. In the meantime I kept receiving emails from Life Shield to sign a contract. I never signed a contract with them. On May 22, 2014 I noticed that Life shield took 30.34 out of my checking account. I called in and asked why when first I had cancelled, second I sent the equipment back, and third I had never signed a contract. the lady I spoke to said I never returned the equipment. I informed her that I just looked on [redacted].[redacted] for tracking and indeed they had recieved the equipment back that morning. I then informed her that with no signed contract they had no legal right to remove any money from my checking account. I was told that the money would be refunded. On June 20,2014 I called again, asking where my refund was. Again I was told that it would be refunded. Today July 1,2014 I called again. I asked where my refund was and informed them yet again that without a legally signed contract they had no right to take any money from my account. I was informed that they would issue the refund promptly. We will see. I told the lady that I spoke to today that I was tried of getting [redacted] over and having to call all the [redacted] time when they want to steal money from peoples accounts. I had to cancel my debit card after they took money off it the first time wihtout permission. I am tired of the run around. I want my money back. They had no right to take it to begin with when the service had been cancelled and they had received their equipment back. I was informed the second time that I called if they wanted they could take the early termination charges if they wanted.Desired Settlement: I want my money back. They have given me so many issues with taking this money when they had no right. I would also like to have compensation for my time and for having to cancel my debit card therefore having to make a bunch of phone calls to switch bills that came out on that card to a new one. This has been such a hassle. Thank you.

Business

Response:

This customer account was canceled on 5/22. Customer called in to check on refund on 6/18. She was told it would be refunded. Customer called back on 7/1 and still has not received her refund. Refund was processed on (7/1) but unfortunately refund attempts could not go through because customer had cancelled her debit card associated with account. LifeShield has created a check request in the full amount owed to client and request has been made noted to be expedited.

Last week there was a break-in at my home. I have the Lifeshield Wireless Security system in place. While the alarm sounded within the home, I was neither alerted about the break-in by central command nor contacted by the police. When I contacted Lifeshield to report this issue it took four days for a supervisor to call me back. The explanation from the "permit department" was that my system was on "practice mode". This despite the fact that I had received a permit with the city police and communicated the permit number orally with Lifeshield when obtained back in August 2014 (also when I began the security service). Given that the alarm system failed miserably when I desperately needed it, and consequently must have been non-operational for the 10 months when I paid for the alarm, I thought at a minimum a refund was in order. Lifeshield system either faulty or customer service is incompetent to let a paying customer remain on "practice mode" for 10 months of service (why would anyone get an alarm in the first place). While the Lifeshield system appears nifty technologically as an alarm service, consumer be warned that my experience with an actual break-in event and the response afterward was reprehensible. I have discontinued the service.

Review: I filed a previous complaint against this company for failure to supply me with a working security system and poor installation of product. As it turned out, my system was monitoring the ceiling - it had been put in upside down by their installers. I filed Complaint # [redacted] and they made arrangements for someone to come out and take down equipment and I was to return the equipment. Then they would return my $99 installation charge and would not charge me the cancellation charge as they felt that it was installed improperly. I could have asked for more as I was not being monitored for a few months, but I was just glad to receive my $99 back. To date, even though their return information letter stated it would take 14 days for a refund, and I mailed the equipment back 11/15/13 and it was received 11/20/13, I have not received the promised refund. I have made several calls to [redacted], Customer Service Supervisor - whom I talked to and he assured me of the refund - I have not received a call back from [redacted] and have not received the refund. I am very disappointed in this company not only with the product, the installation, the service, but also with them keeping their wordDesired Settlement: I would just like the money they promised me. I did everything they asked.

Business

Response:

15 days for a refund has been the standard time to date, prior to our acquisition by [redacted]. Now all funds are being processed through their finance and billing dept. and are taking longer to process and release. We have tracked down this payment and it is in the [redacted] process of being executed. I'd expect that payment will be received within 10-14 day as there is an "expedited tag" put on the payment request.

Review: After LOTS of research I decided to go with LifeShield. I contact the sales rep [redacted] on Monday 7/15/13 and told him I need the product kit delieved by FRIDAY 7/19/13. I would pay for extra shipping whatever. He told me he would give me FREE two day shipping and yet I was charged $20 for ground shipping. On Wednesday I contacted him regarding this and he replied to my email that he gave me 2 day free shipping. I called customer serivce and they assured me I was NOT given free 2 day shipping and they would fix the problem and that the cust srv manager contacted the wherehouse and that it would be shipped over night to me and I would recieve the kit on Friday 7/19/13. I called today Friday 7/19/13 when no package ever arrived to find out it never shipped out. I am furious and there is nothing lifeshield can do to make me happy then refund my money and cancel the contract. I have decided to go with another company who is much more on the ball.Desired Settlement: I want a full kit refund including the shipping and NO RESTOCKING fee.

Business

Response:

We have done a thorough investigation into the history and experience this customer had with LifeShield. It appears there was some misinformation provided regarding the shipping status applied to the order. The resolution proposed by the CS agent working with this customer (sending out the product for overnight delivery to try to still deliver it on time) was exactly what the CS rep should have offered in an attempt to quickly rectify this issue. Unfortunately it looks like during fulfillment of the order the rush shipping status was overlooked. This is not an acceptable and we are truly sorry this customer did not have a good experience with our product and service.

Review: Lifeshield, Inc. is the most unethical, unprofessional and lazy corporation I have ever dealt with in my life. Upon calling Lifeshield, I was greeted by a saleswoman who was pushy, wanted to get me to sign a contract without first reviewing it, and offered several promises and conditions that have been anything but met to my family's satisfaction. To begin with, the saleswoman NEVER mentioned that the alarm system WILL FAIL TO WORK if there is not an established internet connection. Essentially, that means that I have to pay for and obtain a valid internet connection at all times during the contract period. Furthermore, when there is bad weather and the power goes off, the alarm system fails to work because there is not a valid internet connection. This is an unconscionable term of the contract. In addition, if a burglar wanted to break in to my house, the burglar would only need to cut the cable line running into my house, and then Lifeshield would not be notified of a break-in. Why even have an alarm system if it isn't fool proof?

These issues were not revealed to me upon signing up for the alarm system. Never once did the saleswoman even allude to potential problems that may arise from the alarm system.

Finally, the saleswoman guaranteed me that a knowledgable serviceman would be at my home to install the system for me. On the day of installation, the serviceman arrived a hour and a half late and was not a Lifeshield installation serviceman, but was a [redacted] installation serviceman who had NEVER installed this particular alarm system or another alarm system in his professional career. I installed more of the system than he did. When the system failed to work, I called Lifeshield and notified them that a [redacted] installation serviceman had come out to install the system and that I wanted someone who knew what they were doing. They assured me, and this was documented at Lifeshield, that an experienced serviceman would return the following day. The next day, the SAME SERVICEMAN FROM [redacted] showed up. I told him to leave, that he couldn't offer me anything more than I already knew of the service, and that I would get in touch with Lifeshield again. I called Lifeshield customer service again, and they assured me a supervisor would be to my home. This was in early March. TO DATE, I have not received a phone call about the service or has anyone showed up at my house. And today is April 23.

The system is crap, the customer service is a joke, and this company should be disorganized and sold as complete trash.Desired Settlement: Rescission of the contract, a complete refund of my money, and I will return all equipment given to me. This company is garbage. If I do not receive this outcome, then I will sue in federal court.

Business

Response:

After researching the history of this account and listening to the recorded sales calls in which the sales process was deemed to have followed protocol, as well as a positive Welcome Call (post sale consumer review call), a Customer Service manager reached out to him (on 4/25/2013) to work on resolving any outstanding issues. She offered to allow him to cancel the contract as well as give him a refund. At that time responded by stating he was not ready to cancel and wanted to discuss options further with his spouse. While we of course want him to be pleased with the product and service we have extended this option to him as well. He had the direct line of the Customer Service manager so once a decision has been reached we will proceed accordingly.

Review: I have had my system for a short time. like the system until I armed it the other day and realized all my system settings were changed. I called life shield as soon as I noticed. the night shift could not fix issue and said they would have a manger contact me(NEVER CALLED) so I called in the next morning and talked with a manger named Jess. She stated that the system would get fixed by their engineering dept. I called in later and they said the manager said we don't want your business. so they changed setting in my alarm with out my person and when I call to get them fixed they just brush me off. worst service I have ever seen.Desired Settlement: I expect the system to get fixed with the proper settings in which I had them. I expect life shield or anyone else NEVER AGAIN make unauthorized changes in my alarm system with out my person ever again. I also want a written letter apologizing from the CEO Mike for them making illegal changes with out my permission.

Business

Response:

--------- Forwarded message ----------

From: T[redacted], Cansu <[redacted]>

Date: Mon, Oct 13, 2014 at 2:58 PM

Subject: [redacted] complaint ID [redacted]

To: "[redacted]" <[redacted]>

Hello [redacted],

Our response to the complaint by [redacted] (ID # [redacted]):

This complaint has been resolved with the customer by replacing his motion sensor with standard window/door sensors. Customer was shipped enough sensors to cover all entry points to the residence. Customer was given direct number to management for any further issues.

Review: In approximately August 2013 I contacted LifeShield to provide me with a home alarm system. I was informed that I would need to pay the purchase fees up front and then sign a contract with the company for my monthly services. I was told at the time that if I did not sign the contract with the company, they would refund the original purchase price and no agreement would be entered into between myself and the company.

I elected to terminate the offer after my husband purchased another product and service. I contacted LifeShield, informed them of the situation, terminated the order, did not execute the contract sent to me and requested a refund. Since that time, approximately three months ago, I have not received my refund. I've contacted LifeShield on at least five occassions requesting the refund. Each time I was assured that it would be deposited in my account in 5 business days. Each and every time it was not deposited in my account.

On my last phone call I requested to speak with a supervisor to find out why they continued to refuse to refund my monies and unlawfully withhold monies that did not belong to them. I was told that the supervisor was in a meeting and would call me back. I received no return phone call.

I would like all the monies I initially paid upfront refunded immediately, per the company's prior assurances and promises.Desired Settlement: LifeShiled has a responsibility to refund the monies I paid upfront where I did not enter into an agreement with them and canceled the offer. They have acknowledged this responsibility, but continue to fail to provide the funds for unknown and unexplainable reasons.

Business

Response:

Our lead customer advocate has researched this case and has left a message for the complainant. The funds were never actually collected. Our history shows that a void was processed on 9/24/2013 which would have released any funds that were temporarily on hold. Please respond to [redacted] for any further clarification. A message has been left from him on your voicemail.

Consumer

Response:

[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.]

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,

Review: My name is [redacted] and My Dispute actually could have been Branded Four Categories of the above choices: *Billing Issues- *Customer Service Issues- *Late Delivery of Products- & of course the one I ultimately choose. In the beginning of October 2013; my Husband [redacted] deployed to an undisclosed location for the United States Air Force. Since I would be alone for next 6 to 7 months we were in the market for a Security System in our home. After placing a few electronic messages out to several Security Companies- LifeSheild was the first to call me, his name was "[redacted]". During this lengthy conversation- I was told that I qualified for there [redacted] Tablet they were providing out to New Customers for signing up for their service. The Tablet would come 2 weeks after being a customer. I was also informed in this conversation that I would receive a Bill. I remember "Specifically" asking about the billing terms and this is what I was told. Around the 19th of November, almost a month later, I had not received a Bill nor had I received this Tablet that I was promised. After a few frustrating phone calls to the company, I was finally informed that the Tablet would be placed in the mail that day and that I wasn't going to receive a bill. That an automatic draft would be coming off my credit card that I used when I initially paid when I signed up for the Service. So on November 25, 2013 I sent LifeSheild an email, which I still have the email in my records; educating them how unhappy I was about the billing situation and that if I had known that I was going to have an automatic draft every month, I would have used a different card for this service and none of this was explained to me. Also in that same email- I notified them that they misrepresented their so called tablet they were baiting customers with. First I don't even consider this a tablet (Its actually called a Memo Pad); I currently own Tablets and smartphones and chromebooks etc.... and second- I cannot use it as a memo-pad even if this is what they want to call it because LifeShield has disabled all the applications and programs on the Memo Pad. The only thing you can do when it is powered up, is go to the monitoring of the security system. That is absolutely outrageous. I saw on their website that month in November that they were advertising a [redacted]. I am wondering if they are sending out those the same way- by disabling all the applications and programs.........Since my email to the company on November 25, 2013- it is now January 11, 2014 and I never received a response through email nor a phone a call.Desired Settlement: First, I would like some type of response from the company- it is sad that I have to contact the Revdex.com when they probably could have settled this with me just by giving me a call or responding to my upsetting email. I want a description of my Bill. I want to know what I am being billed for. I still have not yet or ever received a BILL. They have been taking money out of my account for the last 2 months, I want to see an invoice and I want to change the bank account where it is coming from AND- I want what I was promised- a Working Tablet. OR I Want Out of This Contract. If they can Breach the Contract than I want out of the contract and my money back. Assuming I signed I contract. The representative was pretty slick that evening and I don;t even understand what I got myself into, which I certainly blame myself for that but someone at their company needs to put a stop to their lying.

Business

Response:

LifeShield called the customer to discuss this complaint and to explain the confusion, specifically that the [redacted] tablet that she qualified for and received was a second console for the LifeShield system, which is why it did not have any additional “tablet “ functionality. As a courtesy, we also sent her a [redacted] at no charge via 2nd day air for her inconvenience. She was happy about that. We gave her a direct number for a manager to call if she has any additional issues.

Review: Cancellation policy is unfairDesired Settlement: I JUST WANT TO CANCEL!!!!!!!! I agreed to a two year contact of services. I wasn't able to even use their services when I moved so was without their services for a year which I paid since this was the agreement and I just needed to give 60 days notice of cancellation once my two year commitment was reached. I tried calling to cancel and was told that I didn't cancel within a certain period and now they renewed my contact for another year. This means another $480 in services I am unable to use. I feel this cancellation policy is horrible and their contracts should be revised to practice fair business practices. Their is no notification of a renewal and once the original obligation is met then a customer should be able to cancel without having to pay for another YEAR.

Business

Response:

This account has been canceled with no early termination

fee.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to add that I am impressed by their resolution as they went above and beyond in this case and I appreciate that GREATLY! Thank you very much.

Regards,

Review: I contacted Lifeshield today in regards to cancelling our subscription to the home security system. I was told that was had agreed to a 5 years contract and that we still had 42 months left or had to pay $1469 to buy out contract. The representative then emailed me a copy of the contract. My problem is that I never set up the contract with the security system, my husband did. He made the phone call and ordered it. So how did the contract end up in my name?? as well as the fact that we never signed any agreement stating that we agreed to a 5 year contract with penalties for early cancellation. We purchased a self-install security system. Everything I can find online states that the standard contract is 3 years, not 5. We are currently going to be relocated due to my husbands job and will not be looking to take the system with us.Desired Settlement: I would like to have the contract to reflect what all of the online information states, which is that it is a standard 3 year contract and early cancellation equates to $15/month for the remainder of the contract time. This would equate to us paying them $210 to cancel the subscription. I believe that is fair. We have had the system since January 17, 2013. We never signed any agreement stating the length of service nor did I personally ever speak to Lifeshield to start a contract.

Business

Response:

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.

Review: On 12/04/12 I ordered a security system from LifeShield Inc. I paid to have it installed. The [redacted] personnel that they sent to do installation, did not know about LifeShield alarms. They spent way over 2 hours reading the instructions and attempting to install. Motion detectors were to be secured to wall with two sided adhesive tape. In attempt to install, they had to put the tape on and take the tape off several times for proper placement. It made me wonder if they would stay on wall. One did fall off the wall during night (not setting off motion alarm) and another one fell off the wall during the day while I was away, thereby setting off a false alarm.

I called to report that I was afraid the 3rd one would fall off while I was away and cause me a $100 false alarm charge from the Sheriff. They said they would send new tape. Order got lost in office and after 2 weeks I called inquiring when it would come. They said they would put new order in and I should get in a week. I also inquired if the motion sensors could be put up with a nail or screw so I wouldn't need to worry about them falling off. They said I could take the sensors apart and drill a hole in them and install that way. I expressed dissatisfaction with that idea as I had no drill to drill thru plastic. They sent a "how did we do form" and I filled it out that I was not pleased.

The customer service supervisor, [redacted] called me, to my surprise, and said they did not want an unhappy customer. They would send out sensors that had a hole in the back and they would even have someone come and install them.

Since August 23, 2012 I have been without motion sensors working. After a lot of phone call attempts to Tom, I finally talked to someone in the Customer Service Dept. who said California would call to set up an appointment for installation. They finally called and set an appointment for September 16 between 1-6 p.m. I got a call that day at 11:30 saying they would be there at 1:30 or a little after. At 3:30 pm. California called and said the truck had broken down and I needed to reschedule. Soonest they could reschedule was Friday, Sept. 20 from 1-6 p.m. At 5:10 another [redacted] man was at my door. He put up the new sensors. When they sent the new ones they did come with a screw, but it was only 1/4" long and would only go into the wall 1/8". He had 3 longer screws in his truck. He took each sensor apart and screwed them up. But this time they are not in the corner of the room, they are flat against the wall with one side touching the other wall - not exactly the coverage I was explained I needed with the 1st installation (or the way any of my friends/family have theirs installed.) So the 2 upstairs sensors are installed like that. The basement one he just moved out of the corner and farther down the wall.

The living room one he put right next to the ceiling and when he had to open it to try and get it to work, he couldn't do it - so I wondered how I would ever to be able to do it to change a battery. He eventually somehow got it opened and decided to drill another hole to mount it lower. OK, everything is installed - he's ready to leave. I asked "do they work?" Seemed like something should be done to connect to service. He said he was sure they worked, but we could give it a test run. They didn't go off. Long story short, after numerous tries and calls to LifeShield for help, he still wasn't able to get them to work. At 7:30 p.m. he left. He had called dispatching to reschedule for the next day, Saturday, because "he was a [redacted] guy and he didn't know why they gave him this job and they needed to send someone who knew how the system worked."

Well, they were going to schedule me for sometime the week of Sept. 23 but I said I needed it done Saturday, Sept. 21 as I had no motion protection. They were going to call me back Saturday and set up a time. I also have out of town company coming in and I don't want to spend my time or my company's time waiting for people who don't come till the end of the day and don't call to let you know approzimately when they will be there so other business can be taken care of, and then cannot do the job they were sent to do.

They never called - I heard nothing. No one called on Saturday. On either Monday or Tuesday they called and could get me scheduled for Thursday, Sept. 26 between 1 and 6 p.m. I asked again that they notify me at least 1 hour before coming as I had company in and we were doing a lot of running around. I never heard anything until 7:10 p.m. that evening saying they needed to reschedule. Well, that was not going to happen because I was leaving on vacation the next day and would not be back until Oct. 6th. So I had to leave with my house unprotected.

The young man they sent to redo the motion sensors was a nice young man, but he knew nothing about alarms and could not do the job. He admitted that after 2 1/2 hours of attempting to install.

Both times my [redacted] installers (initial set-up and this time) knew nothing about the LifeShield product. And I had to pay them to install the units.

I have also had poor service in attempting to get my notification of the alarm going off changed from notifying me via e-mail to text messages. This is still unresolved

I sent a 3 page letter to the president of LifeShield on October 7 when I got back from vacation, expressing in more detail what I have expressed to you. I sent it Certified, signature required. To date I have not heard one word from the company. I feel I have been paying monthly for protection that I am not receiving and no one seems to care. As I believe they stated it would cost me $1000 to break the 5 year contract, I am attempting to get help from you to help me. My sensors are still not up the way they should be and are not connected to the service. I have excess holes in my walls that now need repair and I have no motion protection.

I have spoken to the customer service department numerous times of which I have not kept a complete record of dates. I only have the most recent dates available that I listed in this information.Desired Settlement: At this point, I don't feel I can trust this company. I would just like to return their equipment, have them stop charging me my monthly service fee, and be guaranteed that they will not bill me $1000 for cancelling my contract before the 5 years. The service has been very poor and I really hesitate having them come back again, just to do an inferior job and not get the protection I desire.

Thank you for your help.

I will return their equipment when they contact me to do so.

Business

Response:

In researching this issue it appears the installation company contracted to do the work installed the sensors backwards and the customer was not getting a proper read from her system. We offer to correct the situation but the customer has opted to cancel her account and contract. We are in the process of cancellation at this time and have offered to have installers come out to remove the system for this customer, which she accepted. She will receive a refund and seems satisfied with this resolution.

Review: On May 1, 2014, I called Life shield regarding an issue with my security cameras then provided the [redacted] Address on each camera. My cameras were viewing another customer's home and most likely they were watching me in my home. Life shield has created and issue for myself and the customer's home I am viewing. This is an invasion of privacy and lack of their experience in Home Security. Once Life shield’s contract is signed, they will continue to use your Debit/Credit for the monthly bill and customers like the numbers. The rep ([redacted]) transferred issue to Engineers for further investigation but no one has called me. I have reset the 3 cameras 5 times since the issue began in which would disconnect each time. I've every day since and asked for a supervisor. There's never a supervisor available or will not take my call then they will place me on hold over 5 minutes. The representative that I've spoken to are totally clueless and sound confused about they need to do next. This service has been a disaster since I've started the service and has caused inconvenience and headaches in resolving issues. I pay ahead of time so I expect my services to works per contract. The cameras were installed for safety therefore they're working my life could possibly in jeopardy. The only time I get a respond or some type service from these people is to report them to Revdex.com. I will not pay one more dime until they deliver the services stated in the contract.Desired Settlement: I want them resolved the immediately and provide credits for the inconvenience and headaches. I WANT THE CAMERA ISSUE RESOLVED ASAP!

Business

Response:

LifeShield contacted its engineering department to verify the problem. The solution to this customer's issue was to significantly reduce camera session time therefore eliminating the possibility of getting into someone else’s camera. LifeShield's engineering has tested this issue repeatedly for over a week and have not been able to reproduce the issue since the change. A LifeShield customer service representative has reached out to the customer and left her a message stating the issue has been resolved, as wells his direct number for her to call him back if she wants to discuss further.