LifeShield

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.

Review: I signed up for service in July of 2013 through this company to have my home security system monitored by them. In December of 2013 I realized they had never actually monitored my system because I had not provided them with my county license number. At that point I provided my number and they had advised they were now monitoring the system. At the end of May 2014 or beginning of June 2014 I realized they still had not monitored my system. when I called the company at that point they could not provide a reason as to why I had never been monitored. They had recevied payment from me for all months of service as it was a direct withdrawal from my bank accoun. At this point I was done with their service. I spoke with a manager and a resolution center who at that point agreed to refund all money I had paid to the company to date as I never received the service that was in our contract. We are now abount two months into this agreement being made and I have yet to receive my funds back. I have been trying to call the manager I spoke with and have not recevied a return to any of my calls. I spoke with someone else on the phone on 7/24/14 at the company and they advised that there was no record of the refund on my account and that they would cancel the account, I would be receiving 80 dollars back and that there was a 20 dollar processing fee. This was not the cancellation that was agreed upon and I find it hard to believe that there is no record of the correspondence or agreement. I had asked the manager to email confirmation of our conversation and agreement of resolution at the time it was made however she failed to do so. I am now out a couple hundred dollars for equipment costs along with the cost of services and I can't get anyone at lifeshield to help me.Desired Settlement: I would like every penny that I ever paid to lifeshield to be refunded as they took money for a service that I never received.

Business

Response:

A check request for this customer was submitted on 7/25. LifeShield has also left a message for [redacted] requesting a good delivery address and phone number for [redacted].

False advertising, my questions about same were ducked by a Latin female with a great amount of hostility. These calls are recorded. I called to get a different person with my questions. This gentleman knew I had just called, he confirmed calls are recorded. As I told him about the question and hostility he transferred me to a supervisor. After 10 minutes on hold the "supervisor", also with a Latin accent, rudely denied any calls are recorded. Obviously these people are a low cost call center owned by AT&T, notorious for low-paid salespeople. The issue was their website claiming I could watch live video in my home using a package with NO CAMERAS ! After the false website claim followed by a dishonest supervisor I wouldn't use their product and especially their monitoring service even if they GAVE it to me !

Same senario minus the breakin. I will disconnect service Monday. It is a POS system and cs sux

Review: In late March or early April of 2013 I placed a call to Life Shield to find out what the terms of their contracts are. I was told they could sell me a 12 month contract for $39.95/month and that all they needed was an electronic signature from me, which could be done online. I received the email form LifeShield as promised, which said:Dear [redacted]:Thank you for shopping at LifeShield Inc.! This email is to confirm the receipt of your recent order from LifeShield Inc.. Your order number is [redacted].Before we can begin processing your order, we need you to accept the terms and conditions of our monitoring agreement. Please use the following link to electronically sign your monitoring agreement:[redacted]I thought that by clicking on the link above I would be able to review the information in my order and sign electronically. However, it was only the link for an electronic signature. By clicking on the link I unwittingly entered into a contract with LifeShield for 5 years, not the 12 months I intended to sign up for. I found out later that I had signed up for a 5 year contract, according to the terms of which, if I wish to terminate the contract I must pay the monthly fee for the remainder of the months in the term of 5 years. I have called to complain about this deceptive practice several times and request that my contract be cancelled to no avail. I have only been able to have the contract shortened from 5 to 3 years, which is not good enough considering I only intended to sign up for the 12 month contract.Desired Settlement: Terminate my contract immediately without paying any of the remaining months of service, which I would like to be cancelled immediately as well.

Business

Response:

LifeShield has looked at this customer’s account and listened to the calls. We have also reached out to the customer to confirm some things. LifeShield has agreed to cancel the account as requested as we feel this is the best resolution for this case. Lifeshield has spoken with the customer and the customer is satisfied with this outcome.

Review: I have called, emailed and written a letter to Lifeshield for continuing charges to my debit card account when I requested the policy to be cancelled in August of 2013. When I spoke to a representative on December 21, 2013, she explained that the contract had to be paid in full for the year of contracted service (11/2012-11/2013). My debit card account was charged 6 times in December, 4 times on 12/19/2013, and twice on 12/4/2013 in the amount of $39.98. I continued to receive an email for a January and February 2014 payment, but had already been overcharged by $39.98. My current bank statement history dates are different, showing 5 charges on 12/23/13 ad one on 12/4/13, however, it's still a total of 6 charges for $39.98, one charge too many. I am requesting

1. That the company refund the $39.98 extra charge, and

2. That the company honor my request spoken, written in a letter and mailed to them, and one emailed to them to cancel the account with their company, and

3. That the company discontinue charging my debit card account for the $39.98 amount.

Thank you for any help you can provide in this matter.

[redacted]Desired Settlement: 1. That the account with the company be cancelled.

2. That Lifeshield refunds the extra overcharge of $39.98

3. That Lifeshield discontinues charging my debit card account.

Business

Response:

LifeShield has cancelled this customer's account and the payment of $39.98 has been refunded to the customer. There will be no more charges to this debit account.

Review: COMPANY TOOK 3 WEEKS AFTER SEVERAL PROMISES TO INSTALL MY ALARM SYSTEM. WHEN I DID GET MY ALARM INSTALLED IT WAS MISSING SOME ITEMS I WAS PROMISED. SO I WANTED TO CANCEL THE CONTRACT WITH THEM THE SAME DAY THEY DID THE INSTALLATION DUE TO BAD EXPERIENCE BUT THEY SAID I ONLY HAD 2 DAYS FROM THE DAY I RECIEVED THE EQUIPMENT TO CANCEL. WELL I DID NOT GET A CHANCE TO TEST THEIR SERVICES BEFORE THE 2 DAYS WAS UP DUE TO THEM UNABLE TO INSTALL THE EQUIPMENT. NOW I AM LOCKED INTO A 23 YEARS CONTRACT DUE TO THEIR FAULT.Desired Settlement: I WANT THE 3 YEARS CONTRACT TO BE TERMINATED AND NOT BE CHARGED AN EARLY TERMINATION FEE BECAUSE THEY WERE NOT ABLE TO INSTALL MY EQUIPMENT AND GIVE ME ENOUGH TIME TO TRY THE SERVICE.

Business

Response:

We have talked with the customer and come to agreeable

terms. LifeShield will listen to the sales call and determine if he was

promised 2 cameras. If he was, the cameras will be shipped to the

customer. He will received the next 2 months monitoring free to try out

the system. If he deems that the system is not what he wants, he has the

right to cancel by 12/19/2014 with no early termination fee. Customer has

agreed to these conditions.

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: Billing issue: Lifeshield has shut off my monitoring service. Customer service rep says that my account is current and there are no issues. Their system shows my service to be active but yet it is shut down because my account is not current. My system displays a message "System is not working properly" and is outputting a very high pitched irritating noise The Customer service rep says that only a supervisor can determine and fix what's wrong. The supervisors are unavailable.Desired Settlement: Correct what ever is wrong with the Lifeshield billing system, activate my account and stop the high pitched squealing noise coming from my system.

Business

Response:

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.

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 response is not totally correct. I updated my credit card information back in early August but still continued to receive emails stating that my credit card could not be charged for July. I called customer support several times about this and they told me each time that my account was current and the message was in error. Finally, my security system was shut down by Life Shield for reason of non payment. No one at customer support could help with this as they also said my account was current. I asked to speak to a supervisor and was told that they were busy and would call back later that same day. I never received a call. I later learned in talking to a different customer support person that the charge for July had been manually removed from the billing system to stop the problem. I think I deserve an apology for all of the incompentence at Life Shield.Regards,[redacted]

Review: I have purchased a security system through Life Shield which included a video camera, and an additional $7 monthly fee to pay for interactive video monitoring. I have had ongoing issues with the camera and the software that the company has created to manage the camera. Most of the time the camera does not provide a video feed, or when it does, the feed terminates after approx. 10 seconds.

I have had multiple e-mail exchanges with the company but my issue has not been fixed. The company told me to call tech support, which I attempted, but gave up after being on hold for 30 minutes. I asked for a replacement camera, which they sent to me, but the system does not allow me to configure the new camera to try it because the same ethernet connection is needed for both the camera to be plugged in for configuration and for the system to communicate to the internet. I am tired of dealing with this company and would like some help.Desired Settlement: I would like to return the cameras for a full refund of its cost and be credited for all of the monthly video monitoring charges I have paid to date. I am willing to keep the rest of the system which I have not had issues with.

Business

Response:

This complaint is under investigation with our Service Manager. Within the next 2 days he will reach out for resolution to this matter.

Review: To Whom It May Concern:

Approximately six months ago, I called to cancel my service with Lifeshield LLC. At that time, I was told that I would have to pay to break the contract. I stated that I would just call and cancel when my contract had expired. I called to cancel my service today and was told that I had to give a 60 day notice in order to cancel, but my case would be reviewed on Wednesday. Further, I would still be billed for the entirety of the present month despite having attempted to cancel service prior to the date of billing and making this request to your office on the same day of billing.

I do not believe that this is fair or reasonable and as such will be reporting this issue to the Pennsylvania Attorney General, the Revdex.com and have already consulted with a private attorney on the matter. I can assure you that I will be contesting the most recent charges as I believe them to be of a fraudulent nature. I will also ensure that I am no longer billed for any future services. I would advise you not to pursue this matter any further and to release me from any alleged contractual obligations.

Sincerely,

CC: Revdex.com

CC: The Office of the Pennsylvania Attorney General

CC: [redacted]Desired Settlement: Refund the charges billed on 9/1/2014 and release me from any alleged contractual obligations.

Business

Response:

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.

Review: I returned all of Lifeshields merchandise to them because I was not happy with their system and extra (5) sensors that I also ordered.I talked to a guy name [redacted] which by the way did not want to give me his last name and said that They are not going to refund any of my money back. I have their e-mail letting me know that all that they where going to charge me was a restocking fee of $50.00. So the total of what I paid was $164.88, I can show that LIfeshield took that from my bank account. So my refund should be a total of $114.88 because of the restocking fee.It looks like they are trying to swindle me!!Desired Settlement: $114.88 back to my bank account or a check by mail

Business

Response:

A refund of $114.88 was processed on 10/25/2013.

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: I bought an alarm syst.em that I pay monthly for but it is seldom available over the internet. It is supposed to be running 7 X 24 with only minor interruptions if the wireless service. However, now for MONTHS on end, it is not monitoring. Three months into this, I discovered, if I can't see it, they can't either and I AM PAYING FOR PROTECTION I AM NOT GETTING. They gave me one month's credit and replaced the gateway but it only worked ONCE since while online with them. I feel until they resolve this, I should not be charged. They advertise and made a contract with me to monitor and protect my property and THAT IS NOT BEING done. The guy that called me back [redacted], gave me his direct line ###-###-#### to call 'if any more issues'. I have called this number for WEEKS ON END WITH NO ANWER. AND, NO VOICE MAIL. Once it went to VM and no response. I called main number and reported to office and they said they would have him call me back. STILL NOT RESPONSE. The last Revdex.com report I made IS NOT NOT RESOLVED and and I forced to make another because he won't call back or take care of this. I am reporting this FRAUD of SERVICE to consumer protection because they are selling something NOT WORKING AND THEY ARE NOT BACKING.Desired Settlement: I need credit for every month this doesn't work until issue is resolved. And I need much better customer service than the losey service they offer me with numbers they never answer or respond to. He says he is at this number every day but Thursday... HE NEVER ANSWERS IT. Nice one; sure, give me a number that just rings and rings.. Thank [redacted].

Business

Response:

As our lead customer advocate [redacted] is very busy and while he might not be able to answer all incoming calls immediately if left a message he does return all calls.

Review: We have had life shield since April of 2013 with no issues until June of 2014 , at which time we found that arming our security system was nocking us off line , after disarming the system we would be back on line immediately . The problem being that the system communicates with Lifeshield over the internet . On very seldom occasions it would stay on line. All of this is a major problem with us because it is a winter home in a very rural area in Arizona and we are mainly there Dec thru April . After several phone calls to the company they said to have someone in the house call them and they would walk them thru on the phone how to diagnose and fix , didn't work. Then they suggested the problem might be with our internet provider . We contacted Hugh's Net and they sent out a tech , once again our neighbor opened the house and checked out the system while the neighbor was on the phone with life shield , couldn't get the alarm to work as Hugh's net tech kept changing out parts . At this point Lifeshield said it could only be one thing in their system ant sent us one , once again neighbor went back and installed new part while on the phone with life shield, from what I can recall the system worked when he armed it , we felt relieved until a few days later when he noticed he left a light on in the house and the system was off line again after he armed it . Since then we have been given the runaround and ignored . The exact timeline and order of what I explained is from memory but we have an email trail of every time someone went in the house Lifeshield would send an email "broadband outage restored" and once the alarm was set when leaving we would get an email " broadband outage" . Every time disarm internet comes on arm it goes out. We gave up on anyone from that company a month ago and asked to be let out of our contract approximately 41months left on 5 year contract because we are paying for service they can't seem to provide and the customer service rep didn't sound like that was out of the question but would have to talk to their supervisor and call back . No one ever did . We called back several times with the same runaround and no returned calls . Ever . Not one yes or no . Not wanting to be with out an alarm any longer we contacted a local Arizona company and had a new system installed that is working fine . Have armed and disarmed from my cell phone several times . Lifeshield has been emailing for months now that our system is "diconected not communicating , they've known since June it hasn't worked most of the time. I emailed there customer support 6 days ago to make a decision with no answer . They just keep billing my credit card every month and ignoring me .Desired Settlement: Not looking for refund for months of no service , just want out of contract

Business

Response:

LifeShield has reviewed the account. We have replaced the

only piece of hardware that could cause this type of behavior. Since the

system worked from April 2013 to June of 2014 without issue and no changes were

made to the system, it is most likely some change in signaling the ISP provider

has made. This being said, LifeShield has decided to terminate the

contract with no early termination fee for customer satisfaction reasons. We apologize for the inconvenience caused.

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: I signed up for the Lifeshield security system back in October. When I signed up, I was told installation was available if I wasn't comfortable doing the install myself. (I'm horrible with anything electronic). Due to my busy work and school schedule, I didn't have time to attempt to install the system until February. When I opened the box, this appears to be way more complex than I am comfortable with. I called Life Shield and asked them to set up the installation. They first told me that they were going to charge me $150 to install which I wasn't pleased with as most other security companies install their systems for free. When I questioned this, the gentlemen who was helping me looked further into this only to find that they don't offer installation in the state of New York. At this point, I said I'm not comfortable or willing to do this installation myself. He put me on the phone with a SUPERVISOR who told me I could write a letter to the contract review board to be let out of the contract. HE SAID THEY WOULD NOT DENY ME FOR THIS REASON. I wrote the letter as directed and sent it in. I received my response yesterday via a phone call from a lady named [redacted] who told me the board met and I was still on the hook for half of the remaining term of the contract (approx. $720). I said I was not willing to pay this as they couldn't honor their original offer to install the system. Apparently [redacted] bought Lifeshield in Janurary and doesn't allow for installation in NY. I fail to see how this becomes my problem or my responsibility? When I signed up for the service, I was told installation was available. It is not now so therefore the Lifeshield service and product are of no value to me and I won't be strong-armed into paying for a service I'm not able to utilize due to no fault of my own. [redacted] told me they tried to contact me on a couple occasions before January. I did receive 2 phone calls from LifeShield on my cell phone- both while I was at work and unable to talk; both of which interrupted me in the middle of dealing with my customers. I asked them to please stop calling me during business hours and I would contact them when I had the time to install the stystem which I was able to finally do in February. Who knew the service I signed up for wouldn't be available at this time?

I asked [redacted] where I should send the system back as I'm not keeping it. At this point she offered to have the supervisor call me in 10 minutes. This was last night at 4:30. I haven't heard anything from anyone since.Desired Settlement: I would like the contract cancelled with no obligation on my part and I would like a refund of my money for the system I purchased and for the $40/month they have been charging me this whole time when the system wasn't even installed. I will gladly mail back the system in it's original packaging.

Business

Response:

Customer purchased on 10/17/2013. He had 30 days to schedule an install before being locked into the contract. We sent reminder correspondence at least two times informing him that he needed to activate/install his system. Had he called before the end of January, we could have installed for him. Unfortunately due to new state licensing requirements, LifeShield could no longer offer installation services in New York.

Review: Initially, I got a month free but I did not get and they trying debit card for the free month. I called Life shield in November to notify them the Debit Card file is invalid and cease trying use it. Due the consistent attempt to process a payment, my bank thought it was Fraud and notified me. I called again to ask why are they were still trying process payments with an invalid Debit Card. SO I never got an answer that made sense.. My bank mailed a payment to Life Shield 2 1/2 weeks ago and no one can assist me with any information. I have called several times to resolve the issue without any success. My last call was 12/23/13 to an agent that totally clueless, placed on hold 4 times from 10-15 minutes each time so I asked for a supervisor. She left me on hold for 13 mins. only to return to say "They told me to handle the call". The supervisor refused to assist me in resolving the payment issue. I asked to be transferred to [redacted]'s voicemail 3 times on different calls but neither the agents and/or 1 supervisor refused to transferred nor would they provide his phone#. Now I am going in circles and Life Shield provided any assistance nor follow-thru with anything I'm told their doing. On 12/26/13, I spoke to [redacted]-Agent and he difficulty handling the simple request. I have done everything to resolve the issue other posting the payment in their system for them. At some point they will stop services and burden of correcting the issue will on me.

There is a possibility that the account is incorrect but the agent provided a [redacted]. His comment was "I don't know what EAN is" so How am I suppose to know what it means....Clueless feel the payment isn't posted to account to force me to add another card on my account and that will not happen. The company doesn't provide paper bill nor online access to see what the cus[redacted]er is paying. How are the cus[redacted]ers dispute any charges? If there is an error in billing, How will the cus[redacted]er know? Life Shield draft cus[redacted]ers checking or used Debit/Credit Card for payment.Desired Settlement: I want check # [redacted] (last 5 digits of the account # on the check I [redacted]) posted to my account without any interruption in services and get the one month free on my account. Stop making promises to cus[redacted]er and don't follow through.

Business

Response:

This customer has been working with our lead customer advocate, [redacted]. As of today here is the resolution proposed and discussed.

Review: Lifeshield customer service doesn't exist. I had an attempted break in last month and lifeshield dispatched a security company to check the property out. Problem is the security company never came, my parents got to my house before them and were there when they supposedly showed up. The security company billed me $65 dollars for the service call and lifeshield debted my account. When I called to tell them I never received service they blew me off and told me well its a third party and I'd have to call them. If you are looking for a monitored alarm service dont go with lifeshield go with a reputable company like [redacted].Desired Settlement: Want contract voided as they bill for services never rendered from 3rd parties

Business

Response:

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

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

Date: Fri, Sep 12, 2014 at 5:18 PM

Subject: [redacted] complaint ID [redacted]

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

Cc: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>

Hello [redacted],

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

The customer’s alarm was responded to by [redacted] on 5/31/14 at 01:20. As evidenced by the report, they checked all doors and windows. The report states that they were in touch with [redacted] and confirmed that everything was OK. [redacted] cleared the alarm at 01:30. The charge of $65 is a valid charge for the dispatch of [redacted] and unfortunately cannot be refunded. Attached you can find the [redacted] report.

Review: I initially contracted with LifeShield in Nov. 2013 without activating my service. I tried to install it myself, without success. The company has routinely did follow-up calls regarding my service not be active. I received a offer on Nov. 25 that I could take advantage of have home installation for $1.00. I called into set up an appointment and was told that the installation department would contact me.

The deadline for the $1.00 installation was Nov. 29th, I received a return phone call message Dec. 1st from ###-###-#### inquiring about my system not be activated. I received an additional phone call on Dec. 3rd, advising that they could set up installation, but not offer the promotional installation. I would have to call back in to the customer support hotline to confirm the installation price.

I initially did not want to continue my contract with Life Shield. Even though the contract was for 30 days, I was advised that I had until Nov. 15 to call back in cancel. I was told the phone call was being pulled, but no one called me back at all. I had to contact them, only to be told that the contract took precedence over the phone call. It took two escalated phone calls for someone to follow-up on a return phone call and the person wasn't a supervisor. I never heard from the supervisor.Desired Settlement: For the promotional price of $1.00 or release me from my contract. I've already paid for two months and I don't have any service.

Business

Response:

[redacted] has now spoken directly with our installation manager and has been provided with the promotional free installation offer. She is currently working with [redacted] to schedule the installation.

Review: As I have entered near the end of my 2 year contract I have called LifeShield nurmous times to cancel. The service repersentive asssures me that I can cancel at the end of my contract. My contract is ending on Aug 15th, 2014. I have paid in full leading to this date. I have called them once again to give notice to cancel and they say " nope your going to be auto-maticaly renewed for another 12 months". I explain I have been talking prior to the service rep who said I could cancel. So as of today, my old contract has not even been fullfil, and they already renewed with no option to cancel. I have reviewed the contract and it states that (60) days writtin notice of intention not to renew must be provided. They did not disclose this information during the phone calls to customer service reps, with an inten to capture me into an auto-renew per contract with knowledge of the fact. This is wrong and needs to be addressed.Desired Settlement: As my contract has been completed (12 Aug 12 - 12 Aug 14) I only wish to cancel and not renew. I dont what another contract with this company.

Business

Response:

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

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

Date: Fri, Sep 12, 2014 at 2:35 PM

Subject: [redacted] complaint ID [redacted]

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

Cc: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>

Hello [redacted],

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

The customer came to LifeShield through [redacted]. This account was cancelled and the monthly fee charged on 8/1 has been refunded. We apologize for the frustration caused.

Review: I started buisness with this company back in April of 2013 I was told this was going to be a 12 month agreement. I called back in September 2013 wanting to cancell because I had moved and I no longer needed the alarm system. The person I spoke with told me the cancelation fee would be to pay off the reamaining amount that was left on the contract and that was 7 months of 45.99 so that ment I would need to pay 321.93 up front and I did not want to pay that amout so I told them go ahead and lets keep it until the end of the contract once it is over then that will be it and they said that is fine to call back later on just just double check that april would be the last month they would charge my account. So I called 3/10/2014 just to double check and make sure that all is ok and that next month would be the last time they would automatically withdraw from my bank, well come to find out they automatically re-newed my contract back in February so I am now in a contract until april2015 that I did not authorize. Now keep in mind that since I moved in September my alarm had not been in use at all it is not even plugges into the wall and not once have I heard from the company asking e if everyhting is ok or if I am having some issues with the system but they sure did make sure to take out my money from the bank. The person I spoke with yesterday was not being helpful and was not trying to help apparently he said that in the contract it said the contract automatically renewed but that was never mentioned to me. Then he went about saying that it is not his fault I did not read the contract then I asked him for his Customer Service Number and he laughes at me and said do you mean my agent ID and I said yes then he laughs again and says im sorry I do not understand your lingo! He was very unprofessional and did not helop the situation. I do not unerstand what makes them think that I would want to continue for another year if I do not even use their product?!Desired Settlement: What I want is for my last month to be in April 2014 I have been paying for a system that I do not use and there should not be an automatic renewal on my contract I do not use the product and I do not need to pay a cancelation fee or anything but the last 45.99 that I owe for March and April.

Business

Response:

This is a customer who purchased LifeShield through [redacted].

Review: This is a self installed security system with a 5 yr monitoring commitment, which I agreed to. I was unable to get this installed myself in a timely manner (one reason because it arrived later than promised and I was out of the country - then lack of help and time as a single mother with a small child) so I called my sales rep to be sure I was ok contractually, knowing that the ability to cancel service if you're unhappy had a 7 day limit. He assured me not to worry and that I was not being billed and wouldn't be until I had activated the system - at which point, the 7 day cancellation policy would go info effect and the billing cycle (3 months I paid up front) would begin. He said the billing clock doesn't start until the system is activated and I would still have 7 days to "try out the system" and cancel if I desired. All of a sudden, I started getting auto billed for the monthly $$. I called and they said they reviewed the calls and said that was never said. Which is a flat out lie! I have essentially been paying them for 4 months of monitoring...except they haven't been monitoring ANYTHING! They are refusing to do anything about it. Meanwhile, I'm paying for services I'm not receiving. How can a company flat out lie and get away with it? They tricked me into clicking something online - disguising it as getting set up with my account - which apparently had additional information that was not communicated to me verbally or sent to me via mail. In addition, they promised me a Tablet with my order and never sent it...now telling me it won't be sent until the system is activated. Liars and horrible customer service.Desired Settlement: My account should have a 4 month credit on it and should be used once alarm is activated. Once the 4 months I already paid is up, they can resume billing based on my 5 yr commitment providing they have good service. If not, the entire thing should be refunded and everything cancelled out at which point I will use another company. I have verbally terminated my relationship with them based on the unwillingness to fix their screw up and honor their verbal assurance.

Business

Response:

We have completed a thorough review of the history of this account and customer interactions. We can not locate a call recording where an exchange like the one stated in the complaint occurred, but acknowledge that this customer is not happy with the automated service billing starting based on the contract agreement specification. We are more than happy to work with her on removal of past charges and alteration of the contract start date. Customer Service has reached out a few times in the past week to try to make contact and has not yet been able to reach her. We will continue to attempt to contact [redacted] to reach a positive resolution. We strive to make sure all our customers are happy and want to do what we can to initiate in-home set up and usage of the LifeShield security system.

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. [redacted] called me from LifeShield and has been incredibly helpful in offering to help resolve this issue. I wish I would have spoken to him to begin with. He understands what customer service is and is working with me to resolve this. I will post once everything has been completed in a satisfactory way. I will add that the call did indeed take place and again, the conversation transpired so perhaps LifeShield should look further into their recording practices and fine tune them since that call was missed. Again, thus far, kudos to [redacted] at LifeShield.

Regards,