National Protective Services, Inc.

We apologize.  Customers who move need to submit a settlement statement proving teh sale and then simply owe to the date of sale as long as your primary contract has been met.  In this case it has, please call us to submit papers and make arrangements to pay whatever...

outstanding balance is owed, if any.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I have...

arranged for Safe Home Security to remove their wireless devices, today Wednesday March 25, 2015 between 1:00-5:00 pm.  However, I believe that I am not legally bound to the first agreement since the second agreement dated March 5,2015, would have superceeded the previous agreement which ends February 2016.  Safe Home Security does not agree stating that because the 2nd agreement was cancelled, the first is still binding.  They will reconnect the old system.
 Your advice is required please.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I returned the call that I received on my voice mail and the mail box was full and I could not leave a message.  I will try again and see if I can get a live person.  In response to the person who said she talked to the customer and stated the customer did not want to cancel, My Mother is very confused and I have asked several persons involved with this case not to call my Mother and to talk directly to me as they do nothing but confuse my Mother more, and it seems that request is being ignored. My mother completed the cancellation notice for this contract and it was sent by certified mail  to Safeguard America. I have spoken to the installer and his boss and they all know she wanted to cancel, so I am not sure where the conversation that "she does not want to cancel" would come into play. The confusion comes from the fact that my Mother's original contract was through [redacted] Security  and now it is known as [redacted]. The salesmen who came to her door was through Safeguard America and [redacted] installed the unit. Now you can see why she is totally confused. The installer took her equipment that she had paid for through [redacted] and I do not know why they would take it in the first place as she had purchased that through the first security company.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this...

response because: the account number was listed in the original complaint it is [redacted]. The name listed on the account is [redacted]. Address [redacted] phone number on the account is ###-###-####. Every time I call about her account customer service tells me they cannot find her account in their system. I called on 9-23-15 and was told I would get a response within 24-48 hours. Over a week later (10-3-15) I have not received a return call. 
Sincerely,
[redacted]

The account has been canceled, per the customers request, with no further obligation to [redacted].

Complaint: [redacted]
I am rejecting this response because: Mr. [redacted] the Director of Operations at that time stated that the company would send me a check for $200.00 to send to [redacted] for the early cancellation fee of my account with [redacted]. So I am requesting the full amount of $200.00 to be paid to me and I will pay the remaining charges to [redacted] to pay the account in full.
Sincerely,
[redacted]

Please contact [redacted] at [redacted], ext [redacted], he will assist you in collecting documentation and figuring any balance owed or not.

The customer has the option of having a technician come out to see if their new phone service is compatible. If it is found to not be compatible with alarm systems, the customer has the option to add a cellular back up unit to their alarm. This would then use a cell chip to send signals instead of...

requiring a land line phone. Despite the customer's claims, the customer did in fact have our telephone number as they called in 4 times on August 7th, 2013. We tested the alarm with the customer and informed them that we were not able to receive a signal. 
We recommend setting up a service technician to inspect the alarm so that the system can function properly. We will not be canceling the account, however.

We will cancel the account, per the customer request.
 
 
[redacted]Legal
 
Safe Home Security
 
[redacted]...

[redacted]%

A check will be issued in the amount of $200.00, per your agreement and request. Thank you for bringing this to our attention, and for any inconvenience or misunderstanding this may have caused.

A request for credit repair has been submitted. Please allow 30 days for the correctio to be reflected on the credit report.

The company has attempted to contact the customer with a choice of resolutions. [redacted], Co-Director of the Customer Care Department, has left a voicemail for the customer in order to offer them a working system at no out of pocket charge, a reduced rate to $30 a month, and up to 5 months of...

service at no charge to make up for this issue.

Revdex.com:
Thanks a lot for following up on this issue. I will consider the issue resolved once I get the letter from the company that I do not have any contract with them and they will cancel their unilateral contract unconditionally and stating that I do not owe them any money and they will not contact me via phone email or letter after the issue is closed. I have reviewed the response made by the business in reference to complaint ID [redacted]. Would like this to remain open till they fully comply with the cancellation request. Sincerely, [redacted] %

Review: I chose billing issues but there are mulitple issues with this company. I a billed monthly and pay monthly. My monthly bill continually states that I am past due approximately $202.00. On 5-13-13, they called and said I haven't made a payment since March 2013, yet I have documentation of payment in April 2013. I am also being charge a $10.00 a month late fee though I've never ever been late. I have never been past due with this company. They have recently sent me a letter stating that they have reported the lates to all 3 credit bureaus. Each month I call and spend 30 minutes or more on the phone and they say the billing errors will be corrected but they are not.The security system has many faults also. It was incorrectly installed and gave multiple false alarms to the emergency authorities in my area to the point I was told that they would start billing me for false alarms. I called in October/November 2012 stating the system didn't work again and it took over 60 days to have a tech come out to repair. When the tech came out, he was not equipped with the proper items to repair my system and had multiple problems with Safe Home's inhouse people who were to assist him. He put in a work order to have it corrected. 90 days passed before anyone contacted me. The tech came and called in to ask them to put our system on test mode so the authorities would not be called. On his speaker phone, my husband heard them say they did put on test mode. Within minutes of the tech working on the system, the fire, ambulance and police where all called and on their way to my home. Another false alarm that shouldn't have happened. The fire chief came to my home (he lives on my road) and said that once again, we would be charged if this happened again. The system was finally fixed after 6 months of trying to get it fixed.

Product_Or_Service: Security Montitoring System

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like out of my contract with Safe Home Securities. I feel they are not able to monitor and service this security system properly and are causing myself, my husband and my community grief due to their mistakes. I was promised a one month credit for April 2013 to "make up" for their mistakes by [redacted] and they are now trying to say I am past due for April. I do not want to nor should I have to deal with this on a monthly basis till my contract is up in 2014.

Business

Response:

Business Response /* (1000, 5, 2013/05/21) */

Contact Name and Title: Douglas A Hallowell, VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

We have indeed received no payment since March 2013. We only report to 2 credit bureaus and if you don't pay bills by the due date that is the end result. We have sent multiple technicians to the home and the alarm is working properly at this point. Since the customer feeels strongly that there have been service failures I have credited out the balance through May. This includes $49 for a battery replacement and all past due monitoring fees. The customer is responsible for all monies owed from June 2013 through the remainder of the contract term.

Review: A salesman representing this company came to my Mother's door and proceeded to sell her a [redacted] system even though she was under contract with another [redacted] company. He misrepresented himself as being with her existing company and only came to do a systems check and a systems upgrade. He sold Her a contract for 66 months at $99.99 a month. He installed the computer chip from Safeguard America into her existing unit and gave her a new medical pendant to wear and took her other medical pendant that was in use with her existing [redacted] company. I contacted the company and was told they would look into it, but on subsequent inquiries ignore my calls. I leave messages and no one calls back. I asked for the name of the local installer who came to her door and they inform me they don't know that information. I have requested her medical pendant that is used for her existing [redacted] company be returned and her service with her existing company be restored. Customer service tells me that I have to talk to a certain individual who handles these problems, but he doesn't return my calls. She filled out the cancellation of contract within the allotted 3 business days, voiding the contract. It was mailed by certified letter.Desired Settlement: I want her service restored in working condition that she had with her existing [redacted] company that she is currently paying for and her medical pendant that she paid $60.00 for returned in working order or $60.00 to replace the medical pendant that the salesman/installer took from her. I want no further salesmen from this company to come to her home and try to sell her a "system upgrade" or any contract.

Business

Response:

WE CAN NIT LOCATE THE ACCOUNT WITHOUT THE CUSTOMERS INFORMATIONS. THE COMPLAINT WAS MADE ON BEHALF OF THE CUSTOMER BY HER DAUGHTER. PLEASE PROVIDE THE NAME AND ADDRESS THE ACCOUNT IS UNDER, AND/OR THE ACCOUNT NUMBER

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the account number was listed in the original complaint it is [redacted]. The name listed on the account is [redacted]. Address [redacted] phone number on the account is ###-###-####. Every time I call about her account customer service tells me they cannot find her account in their system. I called on 9-23-15 and was told I would get a response within 24-48 hours. Over a week later (10-3-15) I have not received a return call.

Sincerely,

Business

Response:

I called customer daughter, [redacted], and she did not answer I left her a courtesy vm with our #. I called customer and she was not aware of any cancellations, she said she has not cancelled anything, why would this be an issue if I spoke to customer herself and she wants to keep the alarm system and stated she never cancelled anything.

I will continue to call daughter and find out what is going on. I will keep you updated of any changes.

Thank You Maria [redacted]

Phone: ###-###-#### Fax: ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I returned the call that I received on my voice mail and the mail box was full and I could not leave a message. I will try again and see if I can get a live person. In response to the person who said she talked to the customer and stated the customer did not want to cancel, My Mother is very confused and I have asked several persons involved with this case not to call my Mother and to talk directly to me as they do nothing but confuse my Mother more, and it seems that request is being ignored. My mother completed the cancellation notice for this contract and it was sent by certified mail to Safeguard America. I have spoken to the installer and his boss and they all know she wanted to cancel, so I am not sure where the conversation that "she does not want to cancel" would come into play. The confusion comes from the fact that my Mother's original contract was through [redacted] Security and now it is known as [redacted]. The salesmen who came to her door was through Safeguard America and [redacted] installed the unit. Now you can see why she is totally confused. The installer took her equipment that she had paid for through [redacted] and I do not know why they would take it in the first place as she had purchased that through the first security company.

Sincerely,

Business

Response:

Here is another Revdex.com complaint that I’m responding. Revdex.com complaint # [redacted] I reviewed the entire complaint and decided to release the customer from our agreement. No further obligations are required. Should you have any questions please feel to contact me. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: SafeGuard America contacted me over several months repeatedly saying they were the company that had installed my [redacted] alarm and were offering me an upgrade with 2 free months, service at $35.44 per month, and no rate increase for 36 months. The installer that came to my home told me he was with [redacted]. The installer never completed the installation and he never came back. The alarm service was never activated. The installer left all my [redacted] signs and decals up. He never revealed he was not with [redacted]. The company that called me and pursued me told me they were the [redacted] company that did my installation. Safegaurd America had my [redacted] account information, they lied to the entire time saying they were the [redacted] company. I canceled all service arrangements immediately by phone and written letter. I am on the National Do Not Call Registry. I asked Safeguard America to stop calling me but I still received 2 more calls trying to sell me [redacted] services. I was contacted by [redacted] and was told that Safeguard America was a fraud and [redacted] filed a Deceptive Sales Practices Complaint. I sent 2 certified receipt letters to Safeguard America, and Safe Home Security. The only correspondence I received was a brief letter completely ignoring and failing to address my complaint. Safeguard America continues to bill me and refuses to stop. [redacted] corporate office said that fraudulent companies are a huge problem for [redacted] has an entire web page devoted to fraud and a link to the 20 20 investigative report which describes how devious the fraudulent companies are. I was never warned of this activity by [redacted], my personal and private [redacted] account information should never had been exposed to a fraudulent company. Safeguard America and Safe Home Security have multiple sites with conflicting and misleading information, actively operating.Desired Settlement: Terminate all contracts and service arrangements with Safegurad America and Safe Home Security. Written confirmation that all contract agreements have been canceled, I will not be charged, my credit card and personal information is removed and destroyed. The contract is canceled. Safegaurd America and Safe Home Security has caused me tremendous worry. I have lost many nights sleep. I cannot afford to pay a company that lied to me and I have no service with.

Business

Response:

The account has been canceled and shredded, per the customers request. A refund of $34.99 will be issued. Please allow 10 days for receipt.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, except the amount of money returned is wrong. Safeguard contacted me and told me all the money, the amount now totaling $340.88 would be returned, as I was being charged per month and the contract cancelation is applied to all, both, two (2) accounts. Also, I will not be billed for cancellation or termination of the contracts. This was the agreement made, as I received a phone call from Safeguard on August 14 and was told this. Thank you for your assistance resolving this matter. It is greatly appreciated.

Sincerely,

Review: The Security company, never mailed out a contract to me to continue my services with them. They advised me that it would be renewed for another 3 years. Also the alarm system alerted the police to my house and there was no reason. The customer service reps are very rude and not very helpful. They also promised to lower the "rate" for the next three years. I received 2 different letters quoting to different prices, one states 24.99 a month and another one states 24.00 a month.

Product_Or_Service: Home Security System

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want my services turned off IMMEDIATELY. And not have my bank account charged going forward.

Business

Response:

Business Response /* (1000, 5, 2013/04/25) */

This account has been canceled per the customer's request. There is no money due and the account is closed.

Consumer Response /* (2110, 7, 2013/05/01) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Review: A man showed up at our door one day and said he was here to upgrade our security panel. I wasn't feeling well and was trying to take a nap. As the installation progressed, he said he was from Safeguard America and installing this panel would change our provider from [redacted] to Safeguard. So he had me sign a bunch of papers, one was canceling our current service. After a couple of months, I noticed I was still being charged my month fee by [redacted] and being charged a fee by Safeguard America. I called Christopher R[redacted], who said I was supposed to be getting 6 months free and he put a note in the system stating that. A month later, I saw on my banking account that I was still being charged by both companies. The cancellation I had signed had not been submitted to [redacted]. I called Christopher R[redacted] again who said he fixed it this time and it would be okay. Again a month later, I was still being charged by both companies. I then contacted [redacted] and cancelled the account myself. I called Safeguard about a refund of 6 months of paying for [redacted] and Safeguard. The woman I spoke to said she would have her manager call me on 9/23. He never called. I believe Safeguard owes me $180 for the double billing for 6 months. They are very non-responsive. I believe they are crooks with shady business practices and their contractors who came to our home are unprofessional. I feel I was misled by the stated purpose of "upgrading our security panel" and then changing our service.Desired Settlement: I want a refund of $180 for the double billing and I want to cancel my contract the Safeguard.

Business

Response:

Good afternoon [redacted], I’m responding to Revdex.com complaint #[redacted]. I pulled Ms. [redacted] file and customer was supposed to received 6 months free. I am going to refund Ms. [redacted] $199.95 plus giving her 1 month free for the inconvenience. A check will be mailed out to Ms. [redacted]. Ms. [redacted] account will not be terminated at the moment. Should you have any questions please feel free to contact me. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would prefer to receive the refund and then cancel my service. I would rather not do business with a company that required Revdex.com intervention to resolve a relatively simple matter.

Sincerely,

Review: Home Security System - I have experienced a problem with monitoring equipment and customer service July, 2012 (six months after signing a 5-yr. service contract). Safe Home Security failed respond to my notification that my system was not working properly in July 2012. I informed a company rep (Devon) on 7/30/12. On 11/9/12,I called to report my system was not working properly to rep #XXXXXXX who said my system had a low battery for 4 months. The rep stated that I should have been receiving a low battery beep. However, I did not receive any beeps. Rep stated they order a battery for my unit. After receiving no battery or follow-up for 7 days, I called SHS again on 11/17/12 to check on the status of the battery since my system was still not working properly. The rep said a tech would come to check my system and replace my battery on 11/19/12. A local SHS service [redacted] did arrived on 11/19/13. The tech found several buttons on the key pad sticking but stated my battery was OK. I call SHS rep (Tyrone) while service tech was present and informed him that I had not received an operating manual promised 11 months earlier and requested another security system key pad (upgrade). The rep and [redacted] mgr.) agreed to send me a manual and upgrade my keypad. I never heard from them again nor did I receive an upgraded keypad or operating manual. On 4/1/13, after continuing to experience problems with my system and receiving no follow-up response from SHS, I called and informed SHS rep ([redacted])that I dissatisfied with their security equipment and customer service. I also informed him that I was cancelling my contract service because of chronic poor service. I also sent a letter dated 4/22/13 to SHS detailing the poor service I had received and my cancellation notice. I received a letter from SHS dated 4/29/13 stating they had received my letter of concerns and that they found that my contract will not expire until 1/21/17. This company continues to send me a monthly bill. I refuse to pay.

Product_Or_Service: Home Security System

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to end my contract with SHS because of chronic poor service. I have no confidence in this company. I am willing to pay them for service up to April 2013 (if I have not already done).

Business

Response:

Business Response /* (1000, 5, 2013/06/19) */

Contact Name and Title: Al Sheahan

Contact Phone: XXX-XXX-XXXX ext1102

I personally spoke with Mr [redacted] and reviewed the following: Only one service call was ever set on his account for a review of system which was sending a low battery signal. We went out and fixed it on 11-27-13 from the records I reviewed. For the next four months the system worked fine and sent in weekly tests. Mr [redacted] called in on 4-1-13 seeing and asking about his agreement. His EFT payment rejected on 4-15-13 and a cancel ltr was recieved 4-29-13. After speaking to Mr [redacted] today, He informed me he had many issues and felt we offered poor customer service, which I could not see. He told me that he disconnected the system around 4-5-13, which looks to be factual due to on 4-9-13 we started recieving no test recieved. I aksed why and who he spoke to and from our phone records only one call in April 2013 and then two in May 2013 wanting to xxl, then one time in June before going to the Revdex.com. I offered the following options to Mr [redacted]: 1). Send out a tech to re install system at no cost, which is 250.00. 2). Give him four months credit to show we value him, which is 172.00 for good faith. 3?). My personal ext and if we or I fail him in the future, I would cancel agreement. All of these offers were on a recored line, which I inform Mr [redacted] of. He stated no and refuses to pay. I then explained to him his obligation to the agreement and that we did not want his money for nothing and if he wanted to do a buy out, I would reduce it to the lowest possible price to cover our cost, and he refused. Told Mr [redacted] if there was anything else I could do for him and again give him my personal ext. We will re install at no cost at this point due to system was working fine until he decided to disconnect. I will email you a copy of the signals show the facts.

Consumer Response /* (3000, 8, 2013/06/21) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I did have a phone conversation with [redacted] on June 19, 2013 about my complaints with SHS. After reviewing his response to you (Revdex.com), I found that his response did not reflect all true facts. He did not acknowledge at least 2-3 additional contacts I had made with his company between July 2012 thru April 2013 about problems I was having with his security monitoring system. I even had the SHS reps tell me on two separate occasions, that they were sorry for the trouble I was having with their system and customer service and that they (SHS) was having a lot of personnel turnover problems. They apologized for not responding to my previous and current complaints. I did not include all the calls I made to SHS between July 2012 and April 2013 in my original statement because I did not make a note of the date I called and the rep I spoke to. This is why Mr. Sheahan's response is not accurate about the problems I was having with his company. He did not acknowledge these facts, and the fact that I have complained about having a problem with SHS customer service and defective security monitoring equipment during a 10-month period.

[redacted] also did not acknowledge that his company had promised to repair my problems on several occasions but failed to do so. I had to constantly call them back to remind them that I was still having problems. That is why a SHS tech finally arrived on 11/19/12 to check out my system after I contacted them again on 11/17/12. [redacted] stated that they sent someone out to fix my system on 11/27/12. This statement is not true. I actually replaced the battery in the control panel with assistance from a SHS rep on the phone. A SHS tech (Shawn Jerrell) actually came to check my system on 11/19/13. The tech said my battery was OK at that time. He also explained that the control panel keys may stick at times and cause a problem and recommended changing the panel out. I spoke to a SHS rep [redacted] phone (while the tech was still present) who promised to see about changing out my control panel and to send me a previously promised security monitoring system operating manual. I never received either.

I spoke with [redacted] at SHS on 5/2/13 and asked him to cancel my contract because of the problems I had experienced for a long time and to provide me a written response to my cancellation letter. Mr. [redacted] stated that they had been having a high turn-over rate and employees do not always respond promptly to customer complaints.

I tried to work with SHS to resolve my problems during a 10-month period. They failed on numerous occasions to respond in a positive way. I informed Mr. [redacted] that I no longer have any confidence that SHS will provide better service or follow-up on problems I may have in the future because of their poor track record. I also informed him that I think his company has committed a scam/fraud by trying to commit me to paying them $42 a month for 5 years for a totally unreliable home security monitoring system. I have removed all their monitoring equipment and would like to return it to them. I do not think that I have any obligation to pay them beyond April 2013 because of the poor service they have provided. However, I am open for a reasonable settlement on this issue.

Business Response /* (4000, 10, 2013/06/29) */

Recieved response fro Mr [redacted] from the Revdex.com. Our last offer is going to be 650.00 to close out which is 1290.00 less then their agreement. We will not entertain any more reqeust other then payment of 650.00 in full in thirty days or we re install and finish out the agreement. Mr [redacted] has my personal ext and was told to call me if he has any questions, which he has not.