National Protective Services, Inc.

Review: I have tried to contact this company to discuss how to cancel my service because I moved. I have called and left countless message with no follow up from them. Today I called the company and they informed me my account is in collection. They are now saying they have no record of me calling them to discuss this issue. I had made these calls from my cell phone so they will show up on my call log. I have also called them to change my adress. The stated it would be changed and never did. When following up with them today they stated they only learned about the address change because mail that was sent to the old adress was returned. This company is not being ethical in how they are handling this matter. They are also be fraudulent in stating they have no record of me contacting them.Desired Settlement: I would like my account canceled and removed from collection. Also due to all the time I have put into this my account should be a zero balance.

Business

Response:

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.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: of the lack of follow up on their behalf. I would like one point of contact to send this information to. I would also expect to be refunded any payments I made to keep my account current while I tried to work to resolve this with them since my obligation was met with them at the time when my home sold but could not close out my account because of their lack of willingness. Again I made several attempts with no response from them. Also when I did speak to someone the stated they had no record of my communication with them. That is fraudulent and unethical because I can prove the number of attempts I made to close out my account.

Sincerely,

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I need for them to close out my account with a zero balance. This company is a scam. I was told in the Revdex.com complaint [redacted] to send in copy of my [redacted] that proves I sold my house and they would close out my account. I have emailed this in multiple time and I am still receiving harassing calls. I have copies of the emails. Today Augustin O[redacted]alled me and wanted me to settle my account for over $2100. When he did not get the answer from me he called my wife's phone to discuss my account with her. Augustin did discuss my account with my wife today. My wife is not on my account nor did I give him permission to discuss my account with her. This needs to stop and finally be resovled. I have tried to get this account closed for over a year now. Desired Outcome: My account close at a zero balance and compensated for the hours I have had to put in on this.

Review: I signed a 36 month contract. Then, at some time, the agent crossed it out and changed it to 60 months, before handing it back to me. After the 36 months, I called to cancel. They said that I initialed the change. My initials were on their white contract but not on my pink copy. They are holding my to this, because of my forged initials on their paper. They told me to go to the police department to press charges against the person that did this, because he did not work for them. He was just a contractor that they hired. I said he was an agent representing them. They said they were not a private detective agency, and I had to find him and press charges against him (3.5 years later). The person I spoke with was Chris T[redacted]. He sais I was lying even though I had faxed and emailed my copy of the contract to them. He also said that they would probably drop this if I showed I was serious, because most people didn't do this. I had earlier spoken with a woman named Clelia. She asked what they could do to make this right, other than cancelling.I did go to the police department, and they sent me to the constable, who sent me to the court. I have sent certified letters to [redacted], and even paid them for sixty days service (after giving them notice and paying 2 months ago). My contract states that I must give them 60 days notice. I do not wish to state what the court told me to do, and I have done what they advised, since this is going to be posted publicly. I will tell you of this in other correspondence. Right now, I need to sit back and wait for Safeguard to do something. If they report me to the credit bureaus or put a lien on my house, then I jump to action. I don't want it to go this far.Desired Settlement: I would like for them to honor MY contract of 36 months (which was up in January, 2015) and to cancel. I do not want them to report to credit bureaus or to put a lien on my house.

Consumer

Response:

From: [redacted] Sent: Friday, July 10, 2015 6:15 PM To: [redacted] Subject: complaint # [redacted] Hi, I have a question about my complaint (#[redacted]). You said it was closed because it was in litigation. I do not understand. It is not in litigation at all. The police did nothing but tell me to not pay Safeguard any more. I only told you that I went to the police because that is what Safeguard told me to do and I wanted to show you how ridiculous that was. Maybe that was their plan, so I couldn't get you to help me resolve this issue? They DID tell me that you had resolved several hundred issues with them. Please help. I am at my wit's end and cannot afford legal counsel. Thank you very much, [redacted]

Business

Response:

The customer signed a 60 months agreement. The 36 months was crossed out, and 60 was written in by the dealer, and the customer initialed the change, as required with a check. She states "the agent crossed it out and changed it to 60 months, before handing it back to me", which verified she had a copy, with the 60 month term, never questioning why is was 60, and not 36. Now that she wants to cancel, she is claiming she did not initial it. She was told, if she is accusing the dealer of fraud, she needed to report it to the police. She states she went to the police, who sent her to court. This was closed by the Revdex.com because it was in litigation. The customer is now claiming "it is not in litigation at all" The police did nothing but tell me not to pay Safe Guard anymore. The police are obligated to investigate any potential fraud that is reported to them, and would not tell the customer to stop paying. A copy of the contract that was presented to SHS, will be forwarded to the Revdex.com, for review.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This company lies and cheats and are immature to deal with. The thing that made me really mad was when I first contacted them and their defense was that their copy had my initials on it. That is forgery and fraud. I have sent my copy to the Revdex.com, and it cannot be whited out. I would like for the Revdex.com to see your copy of the contract. The other comments that this company has said about this case are just opinions. They were not there for the interactions.Please look at their copy of the contract.

Sincerely,

Business

Response:

The customer states in the rebuttal"They were not there for the interactions" We can not confirm what was said, or done, as no one was there except the dealer , and the customer . We have no way to know, or determine, what took place. The customer is accusing the dealer of fraud, which is why this has to be reported, and handled by law enforcement. Our copy of the contract is signed, dated and initialed. A copy will be forwarded to the Revdex.com for review.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Good!! That is what I wanted! I want the Revdex.com to see that my initials were placed on this business' copy, and not mine. Talking about "the dealer". I am not sure what that means. I know this business has told me many times to press charges against the person that did this, as they have again said that in this rebuttal. That person (dealer) was hired by this company and represented them. It is not my burdon to take action against him, as he was hired by the company. He represented them, The fact that he initialed the white copy (yours) of the agreement shows that wrongdoing was done. Any changes should be initialed, and he did that. I did not. The fact that he did that after my copy was no longer in my possession shows that attempted to pull one over on me. He worked for you, and represented you. You should be going after him instead of me.

Sincerely,

Review: I am registering this complaint for my ** almost ** year old mother.Her account number is [redacted]. Her home monitoring system is at [redacted]. She was approached unsolicited by [redacted] salesman Chris who asked to check her home monitoring system. He told her that his company had taken over her existing company. He got her to sign a contract for 5 years that she understood would be null and void if she was to sell her home. Fast forward three months, she has decided to move to nursing home and is selling her home. She wants out of contract and has notified the company in writing. Come to find out [redacted] and her other monitoring company continue to pull payment from her account. That is when I got involved because I was helping her write letters to both companies to discontinue the monitoring. I realized she had been scammed by the salesman. The other monitoring company had made it clear what her responsibilities would be but this "Chris" led her to believe she was getting the same thing as the other company.She was near the end of that contract and knew she could then move without paying more.This salesman took advantage of my mother!Desired Settlement: I would expect [redacted] to contact my mother, arrange to take out their equipment from her home in [redacted]. The house is on the real estate market currently. She would need to meet someone there. Also I expect the contract to be null and void with her owing no more money. Furthermore this company needs to change its deceptive business practices when dealing with the elderly.

Business

Response:

This was an independent dealer issue, who is not a Safe Home Security employee. Nevertheless, the account will be canceled, with no balance due, per the custoners request. The equipment will not need to be removed, and may remain part of the dwelling being sold.

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: My name is [redacted] and I am at my last straw with "Safe Home Security Inc". My business in Gold Store plus [redacted] in Seabrook NH. I opened in Dec. 2011 and turned down numerous security companies for 6 months because a 3 year contract was required. FINALLY! an "authorized dealer" of Safe Home agreed to a ONE YEAR contract. I was to pay him in "3" months installments of $120. I paid $120 for May-July 2012 and again Aug.-Oct.2012.I paid this dealer DIRECT with business check. Prior to those payments I never recieved an invoice or bill from safe home,[redacted] paid the dealer. In Nov. 2011 I got and invoice and phone call from Safe Home saying that I was 60 days past due and that my "check" got returned. I explained I was paying there dealer direct and they dont have my bank info. I explained the terms and the contract to find out they had no idea and also that I was under a 3 year contract. I then called the dealer and explained and trusted in his words "he will take care of it" 30 days later it was on my credit report with a significant balance and in collections. Ive been in contact with the dealer this daily still trusting his promise to clear it up. I located my contract and discovered I signed a "blank" and terms were filled in later as 3 years. Safe Home also has no record of my payment history and what safe home and the dealer say HIGHLY contradict eachother. I sent my contract to safe home, a 3 page letter explained details, and copy of the 2 checks I paid there dealer. I have requested out of the contract to the dealer with nobody who will here my case from safe home. Im at the mercy of this dealer "clearing" it up which cleary is guilty of fraud. MY CONTRACT IS NOT BINDING! MY PAY HISTORY IS ONLY $60.00! AND MY CREDIT IS MESSED UP! Im now being told by the dealer that if I pay him $240 which is 6 months of unpaid service from our agreement he will "take care of everything" safe home refuses to here me out.safe home refuses to do anything because they said I signed even though I DIDNT!HELP

Product_Or_Service: safe home security inc. security system

Order_Number: DEALER # IS 90

Account_Number: 1 year-agreement wit

Desired Settlement: DesiredSettlementID: Other (requires explanation)

For one I want clarification and understanding that there dealer signed the terms of a blank contract after I signed. I HAVE PROOF! second I want confirmation of my pay history and confirmation of there knowing I paid the dealer. and MOST OF ALL I want a voided contract, free and clear of all past due and fees, and my credit report 100% deleted. this is FRAUD! FRAUD! FRAUD! and I'm sick of dealing with the dealer who is clearly trying to safe his own "tail". All safe home says is I SIGNED! HELP!

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

Contact Name and Title: [redacted], VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

We have resolved the issuewith Mr. [redacted] on 4/9/2013. The contract is being cancelled and his credit is being updated.

Review: I had contracted with the company "[redacted]" to provide an alarm security system for my home. As the company has done, they will come by on occasion to upgrade the system. So I was not surprised when a representative came by and installed a new upgrade. Everything seemed on the up and up, until I received a notice to contact them and cancel my service. I still had a 28 month contract left and the buyout to close it is $1,231.44. WHAT?! I have been bamboozled by another security company that I had not solicited. On a fixed income, I feel this was a deception when they came and said, "I am here to update your alarm system." I realize that if I had hunted for the information I probably would have found it, but I feel he misrepresented himself and acted as if he were from my original security business. I feel like people should be warned of this erroneous sales tactic as it is dishonest, and there may be many more victims if it is allowed to continue.If there is anything more I can do for reparation, please let me know.Desired Settlement: I want their system removed and the other company's reinstalled without cost.

Business

Response:

I think you may have the wrong company. We cannot locate you by name, address or phone number in our system. Please attach a copy of the alleged agreement. Not [redacted] but the new one.

Review: In august of 2009 I entered a service agreement with safe home security. This was for a 36 month monitoring service for my residence. I sold the property in November of that year but continued to pay for a monitoring service that I could no longer use. They removed the equipment from the 1st house and stated I would be able to relocate it to my new house. Towards the end of 2010 I called the company to inquire about canceling my service because I was in the process of purchasing a new home in a gated community and wouldn't need the monitoring service. The agent reminded me that I am in a 36 month agreement that was binding until the end of the contract. They would however gladly install the equipment to my new location. She did not mention I need to notify them 60 days prior to the end of the contract. When the monitoring equipment was installed there was some sort of compatibility issue with the phone company I was using that did not allow for the alarm system to work appropriately. Fed up and frustrated, I resolved to fulfill my 36 month obligation at the end of which I planned to cancel the agreement since the agent had reminded me that I could not cancel before the end of the 36 month agreement. In early 2012, I sent a fax to the company requesting that I stopped being charged for this service that I know longer wanted. Upon seeing the billing continue, I reached out to the company and they stated they had not received my notification. I sent it out again in August, the 36th month of my service and they stated they did receive it. They also stated that the end of the 36 months was TOO LATE for me to cancel. They RAISED the monthly fee AND renewed for ANOTHER 36 months! The system is STILL not properly connected therefore I've been paying for a service I haven't used for 32 out of the 36 months of the agreement. AND they want me to continue to do this for ANOTHER 36 MONTHS! This I think is outrageous.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I voiced my dissatisfaction to a senior account executive last week who wanted to resolve my dispute by committing me to yet another 36months. Ive been paying for a service that last 32 months that I have not received. I want to end my association with SHS immediately and for them to stop charging me this monitoring fee. Please help me. I feel as though they are trying to take advantage of me and it needs to stop. I should not have been required to pay anything as of sep 2012

Business

Response:

Business Response /* (1000, 8, 2013/04/26) */

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

Consumer Response /* (-5, 13, 2013/05/27) */

I have been experiencing computer problems so I have not been able to access the response to my complaint. is there any way I would be able to access it again?

chris

Review: On September of 2014, I called Safe Home Security to fix my alarm system. They came out and installed batteriers, I told them I had replaced those same batteries. The repair man then said the motion detectors were bad and he would order new parts. when the parts were delivered he would make the repair. Sometime in October he showed up with batteries, again parts will be ordered and the fix will take place. I contacted SHS again on December of 2014 and inquired about my security system again I was told the parts were on order. Meanwhile I'm still paying the bill and getting no service. It is now May 3, 2015 and for the month of April I have been in touch with SHS to cancel my contract to no avail. They say I have a contract until February 2016; furthermore, they say I should not cancel my contract because of human error on their part. My next question was "what would you do if I quit paying for the service? to which re replied "you will be reported for late payments". This is a strong arm tactic to keep me paying for non service and I want my service canceled - its been eight months.Desired Settlement: I want out of the contract. Its been eight months of pure arroganceand incompentence by Safe Home Security.

Business

Response:

We offered the client a wireless module in which he declined. The customer's phone line is not transmitting a signal. The equipment that is failing is not Safe Home Security's. We did not change the configuration of the alarm. It is the customer's responsibility to maintain communication between the alarm panel and the central station as clearly stated in his contract. We offered a solution to the customer's problem but because it required him to sign an agreement for a rate increase, he declined. The service offered costs money, which the customer would have to pay for. Safe Home Security cannot pay for customer's cellular service when their home phone stops working correctly. His agreement for monitoring is not up until February 2016. His contract stands until that time. Our offer to install a wireless module still stands. Otherwise, the customer can resolve the issue with his telephone line so the alarm can again transmit signals properly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:There soliution is a higher cost product with a three year contract. Why would I sign a new contract with a company that has not fixed the current problem. I have been waiting since September 2014 to have two motion detectors replaced/repaired. I have not received the parts and the repairmen has not been here since he determined the problem again in January 2014. Recently 4 or 5 weeks ago my security warning system has been doing the same thing(noises/alarm going off) I had to disconnect it; moreover I have nobody to call, this company choose to make a simple repair turn into almost a year project and still counting.Let's make this as simple as I can:Called SHS September 2014 Repairmen showed said it was batteries I said I replaces them in August 2014 The repairman then said motion detectors were sending false signal needed to be replaced Security box connected and phone working fineCalled SHS November 2014 SHS said waiting for parts Security box connected and phone working fineDecember 2014 Repairman shows up with batteries. Again he says he has to order parts. Security box connected phone working fine.Called SHS March 2015 SHS said parts not in. SHS has no record of any parts to be shipped. Security box connected phone working fine.Called SHS April 2015 SHS said they would send the parts and I was suppose to call them when they arrived. Still waiting for parts. Security box connected and phone working fine.Called SHS May 2015 Asked them to cancel my contract because they are not fullfilling their part of the contract. I am suppose to have a working security system per the contract; I have waited patiently for 9 months for a working security system to no avail. Just recently I had to disconnect the security box because it is making those noises again and SHS says if I sign a 3 year contract I can have a new security system. What I want:The contract voidedI cannot nor will I sign another contract with a company that drags out a repair for 9 months and counting. Afterall your supposed to be a security company

Sincerely,

Review: I sent a letter to cancel my service after my contract period was finished. I asked and repeated call and was not able to reach anyone. I wanted to know what my balance due was. Simple enough. My complaint was that they reported me for a late payment to the credit agency which I would like to have removed. If they would have told me the balance, answered my calls there would not have been a problem.Desired Settlement: What the late payment removed

Business

Response:

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

Review: On Tue, Jan 7 at 4:10 PM , [redacted] wrote: RE [redacted] In the summer of 2012 my mother's alarm system went out. I, [redacted] her daughter, attempted to contact her security service provider without success. Her security is very important. After unsuccessfully attempting to find the company to have the service repaired I contacted [redacted] and had a security system installed. After months I spoke to a representative that called my mother's home in December of 2012. I explained that I attempted to contact them regarding the serivice but an account could not be found. I was also made aware that the install of a new phone provider in that summer would have disconnected the service inside the house. We did not realize that. We had changed phone service from ATT to Time Warner Cable. I was also informed that ownership of her original company had been assumed by another company. Unfortunately my mother is still being billed by this company which she is no longer serived by. This bill is now over $1,200 for a service she has not received since about August/September of 2012. My mother is elderly and on fixed income she cannot afford to pay for a service she has not received and I had been unavailable to assist for periods of time. I was told by a representative that the service could not be stopped until the bill was paid in full. At the time her payment was being auto deducted from her account and that payment was stopped when they could not be located and the new service with [redacted] had already started. I also cannot understand why the monitoring system from this company did not get some signal freed back showing that their signal was not reaching the inside of the house. I was told in December of 2012 that her account info may not have been available when I attempted to reach them due to the change in ownership. Would you please assist us in anyway you can. My contact number can be found bDesired Settlement: My mother should not be billed for this service she didn't receive. She also cannot afford pay this bill first and formost but she also has not received service under this company. [redacted] has provided the security since 2012. They will not stop adding the fee on to this bill. We were told they would not stop until this is paid in full as they continue to add to it. We need your help speaking with this company to resolve this issue.

Business

Response:

I have reviewed the complaint and have requested your account file to make sure I understand the concern. As soon as I receive the file I will consult with my supervisor and come up with a resolution.

A quick note: Changing the phone company did play a factor in the system not working. Voice over internet providers (Time Warner) do not work with most alarm systems. I will get back to you as soon as possible,

Review: The day that the installer came to install this system I had worked all night, plus I was going through a nasty divorce. He explained to me that the contract was for 2 years. I trusted this man and took him at his word. I had no idea that he was lying or that I was signing a 5 year contract. Also there were 2 witnesses here that will confirm what the installer told me.I contacted this company in writing to have this service disconnected. They mailed me a letter informing me of the 5 year contract. I then called the company trying to see if I could get the service disconnected. I talked to [redacted] at 1055 am on April 4, 2013. She was extremely smug to the point of being very rude and told me there was nothing I could do except pay 90% of the contract cost.I can't get anyone from this company to even listen to me. Consumers like myself are getting ripped off every day by businesses like this. No one would intentionally sign a 5 yr contract for a security system. The actions and attitudes of this company is very much unacceptable! Something should be done to help consumers like myself and others that are struggling to pay our bills and fulfill our commitments!

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I only want Safe Home Security to honor the 2 yr agreement that I was told that I was signing and cancel my service. I have struggled to pay this every month and have fulfilled my obligation for the 2 yrs.

Business

Response:

Business Response /* (1000, 5, 2013/04/16) */

Contact Name and Title: [redacted], VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

The customer signed a 5 year agreement in 2011, there are approximately 3 years remaining. They can pay a 90% buyout on the contract if they so wish by calling us.

Consumer Response /* (3000, 7, 2013/04/18) */

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

The entire problem started the day the installer came to install the system. As I explained previously, the installer deceived me that day, telling me that it was a 2 yr contract that I was signing. I was in a vulnerable state of mind and I had no idea it was a 5 yr contract until I wrote them a letter(after fulfilling my 2 yr agreement)to have the system disconnected. Trying to communicate with this company is ridiculous! If I had the money to pay 90% of the service, why wouldn't I go ahead and pay the other 10%? I am a honest, hard-working older woman that works 2 full-time jobs to make sure I pay my bills. This company is taking advantage of people like myself! No one would knowingly sign a contract like this, this is fraud.

Business Response /* (4000, 9, 2013/04/29) */

I can do nothing for you at this point. Customers have a 3 day right of recission after the contract has been signed. All 150,000 we have sign a similar contract so your assumption that nobody would make that commitment is a false one. We are more than happy to work with you on a payment arrangement. If the cost is too much perhaps we could look at a rate adjustment, etc. I would suggest you call someone here and discuss your financial dilemna to see what can be done.

Review: Worst business I have ever dealt with or seen to date. I signed a contract with Safe Home Security Inc Jan 2012. Due to a divorce in June 2012 Safe Home Security Inc helped my now Ex-wife disable and remove my security system from my home over the phone. They said because she had the verbal password it was legal, although her name is nowhere on this contract. ( neighbor could have had password, does this authorize them as well?) I have been promised for the last year that they would fix this issue and to date nothing has been done, it sits in a bag in my house. I am continuously told a member of management will contact me and still waiting a year later. I am a military man that needed this system for extra protection for my family while gone and trusted the word of their company... What a mistake. They have done nothing but cover lies with lies affecting my personal welfare in the meantime. I would not recommend them to ANYONE and had I done better research I would have NEVER used them either. All I can do now is inform the public as to how they conduct business. Not professional at all!! I highly recommend finding another company to anyone looking into a security system as you will not find any professionalism in Safe Home Security. EXTREMELY UNHAPPY CUSTOMER!

Product_Or_Service: Home security system

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for this issue to be resolved by voiding my contract ( due to a breech of contract on Safe Home Security's part). I would like this to removed from my credit and for them to pick up their system. I no longer wish to do business with this company due to their lack of communications and honesty.

Business

Response:

Business Response /* (1000, 5, 2013/08/12) */

We have agreed to replace the customer's panel at no charge with a brand new panel. We agreed to reinstall everything at no charge. We have shipped the equipment to the client and will servicing the client this week.

Review: I have been a customer of [redacted] security company for several years. On December 14, 2014, [redacted] randomly rang my door bell, stating that he was a security company representative and that he was there to upgrade my battery. Since I had the system for a while, I agreed. While he was in my home, he suggested that I update my system to include a wireless alarm for both my back glass door and side garage door. He suggested that I set up a direct payment from my checking account, requested a check for $39.99, and gave me a 5 year contract to complete.He set up an appointment for the removal of the outdated equipment and the installation of the new system on January 7, 2015. At the time of the installation, I was offered my old equipment, but feeling like I wouldn't need it, I refused. [redacted] took the equipment.Several days later, the [redacted] sign was removed from my lawn and [redacted] was displayed. It was then that I had realized that this was another company. I tried to call [redacted] several times and not only did I not get an answer, but there was no opportunity for me to leave a message. When I finally did make contact, he informed me that the 3 days to terminate the agreement had past and that I had signed a contract. He said that there was nothing that I could do![redacted] had continued to bill me, while I was also being billed by [redacted]. I was able to get agreement from [redacted] to stop the billing. Despite the numerous efforts on both my part and my daughter [redacted], we have yet to get any resolution with [redacted].[redacted] had been given the name of [redacted] at [redacted] ext [redacted] to contact. She has sent him several emails, multiple phone calls. When she was able to speak with him, he referred her to [redacted] ext [redacted]. She's left [redacted] at least 3 messages and never received a reply. I'm frustrated and feeling vulnerable. This is clearly a case of elder abuse!Desired Settlement: I want to have my contract and agreement with [redacted] terminated. I want confirmation of the cancellation and I want [redacted] to be able to get their original equipment back. It seems that I am now responsible for the return.Additionally, while [redacted] misrepresented himself, he gained a substantial commission bonus. I would like to see some disciplinary action taken against him so he isn't able to take advantage of other senior citizens.I would appreciate your help!

Business

Response:

We will be honoring the customers desires and cancelling the account. having retetion mgr call to inform customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We received a message that they would be honoring the customer's concerns and canceling the account. Supposedly someone was to contact us to inform us. To date, we have not received a call. We still have their security system installed. We still would like them to make arrangements to remove it, in addition to having the written confirmation of the cancelation. I want the confirmation to state that the contract is canceled and any fee waived. Thank you so much for your assistance.[redacted]

Business

Response:

This will confirm the account has been canceled, with nothing due or owing on the account. There is no charge for the equipment, which is theirs to with, what they wish.

Review: My alarm system has been malfunctioning for over 3 weeks. Made contact they tell me my battery is out, only had this service since December 2012. They sent me a battery in the mail and once I received the battery called and they attempted to walk me through a process, needless to say this did not work. Called them continually for over a two week period and they 1-800-833-3211([redacted] ext. [redacted] finally tell me, that the is no local technician in my area. [redacted] was asked by me to end my contract since no one was near enough to service my system. Martinez stated that he would talk to Al Sheehan the boss(ext. XXXX) X-XXX-XXX-XXXX. Since that time about a week ago all I get is answering machines and no return calls. The system is down and my husband is in Afghanistan, I have no idea if I am protected or not, because it beeps continually.

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want out of my contract with Safe Home Security so that I can obtain another Security company.

Business

Response:

Business Response /* (1000, 5, 2013/08/19) */

The client was serviced on 8/13/13. We moved her panel, remounted 4 of the customer's zones. Programmed in a keyless entry remote, and installed a hardwired sensor for the customer. The customer's system is 100% functional.

Consumer Response /* (2110, 7, 2013/08/20) */

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

The company did send a technician and he did complete and correct the problem. The tech had to redo a lot of work that the installing tech did incorrectly or poorly. I was told I was getting a 2 months credit to my account, waiting to see that in writing. Their was no offer to accept anything they finally sent someone. I want it in writing that I will receive credit.

Review: On July 27, 2010 I entered into an agreement for alarm services. In 2011 I was having issues with the on of the alarm devices which was sending out false alarm signals. In March of 2011 I made a call to Safe Home to send a tech to repair or replace the faulty device. An appointment was made but no one showed up. I made acomplaint to a supervisor who then made a 2nd appointment with Safe Home and for the second time no one showed up. In the meantime the device was still making random false alarms. I felt that since Safe Home was not interested in taking care of my needs per our agreement I started to search for a new company. In July of 2011 I entered into a new agreement with another alarm company and sent a letter to Safe Home to cancel the service. Safe Home ignored the letter sent & instead sent a letter thanking me for my inquiry about my account with them. So I sent a second letter of cancellation in August 2011. Then no further contact with Safe home til sometime near the end of 2012. I have tried with letters phone conversations to Safe Home several times that the contract was cancelled because of thier failure to take of the equipment and I would not be using thier services. As of 11/01/2013 I am still recieving billing letters asking for payment (current billing amt. 716.00)that not only took care of the final year of 2012 but also of services for monitoring for 2013 for not cancelling the contract by letter. Since Safe Home had orginally broken the contract between (by not sending a tech to make the repairs) us & I did send the cancellation letters I do not or will not make the payments they want. I am sending this complaint hoping that the Revdex.com may help me resolve this issueThank you [redacted]Desired Settlement: To have Safe Home to stop the harrasment letters & calls for payment in this matter.

Business

Response:

The only record of a service appointment ever scheduled for this customer was in February of 2012. The customer cancelled the appointment upon confirmation. The amount remaining on this contract is $602.03. That is $395.88 in monitoring fees and $206.15 in late and finance. If paid by November 15, 2013 we would accept $425 to cancel this account.

Consumer

Response:

Review: 9770271

I am rejecting this response because: the scheduled appointment was never cancelled and I waited 8hrs with no response from Safe Home or the tech. I called Safe Home customer service and spoke to a supervisor asking why the tech did not show. Per supervisor the tech has just had a baby and was unable to make the call. He apologized and we rescheduled for two days later. Again I waited 8hrs for a tech who did not show up. I again called customer service to inquire why the tech did not show they had no response or logical explanation as to why the tech did not keep the appointment and wanted to reschedule yet again. Since I was scheduled to leave town that weekend, a trip that Safe Home knew of and was my reason for making the appointment, no one could be dispatched until I returned at which point I declined another appointment. I expressed my lack of confidence in them that they would fix the equipment that was causing false alarms. I then told the supervisor as they failed to meet my concerns I would be looking to someone else to handle my needs and hung up. I disabled the 2 sensors that I assumed were the ones that were causing the false alarms leaving my home vulnerable and went on my trip. Since I received no calls from Safe Home or any of its representatives I took it as a sign that they were uninterested in keeping me as a customer. So in July I sought out and found another alarm company to which I wrote to Safe Home cancelling my contract. My reasoning for cancelling is that Safe Home failed to honor the contract by making the repairs needed to my system, so I felt no obligation to keep of honor the reset of the agreement. Thus I cancelled in writing not once but twice and both times Safe Home ignored it.

Review: On 06/13/2015 a Dealer for this company came to my home to sell me an alarm system and monitoring stating that it would be better than [redacted] which I have had for more than 25yrs. They installed partial of the equipment stating that they would come back within 2wks to install the rest. I have yet to see them. I have called and called and gotten nothing but the run around. I contacted the installer and he stated he no longer works for the company. I tried contacting the Dealer and their website is down and all calls go straight to voicemail. I contacted the monitoring company and they were extremely rude and told me I would have to buy out of the contract if I wanted to cancel. I explained to Christine that the contact is not valid if they have not finished installing the equipment and she told me that this was between me and the dealer. I told her that the dealer works for her company so it's between me and her company as well.This company's customer service is not the kind of customer service I would like to do business with. They are rude and they don't stand behind their work.Desired Settlement: I would like a refund of my monies and all contracts canceled immediately.

Business

Response:

We have agreed to cancel out the agreement and do a refund when equipment is returned. Any questions, please contact Gary B[redacted] at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I agree with partial of the agreement. They want their equipment back but has yet to say if they are going to return my equipment that they took. Gary always say he's going to call you back after talking with his supervisor but never calls you back. I am still waiting on his call back since last Friday 9/11/15. He stated he will call back to tell me when I will or if I would get my equipment back. The cancelation and refund is agreed.... But the return of the equipment he has yet to call back on.

Sincerely,

Review: Safe Home Security raised my rates on an inoperable system. I purchased a Safe Home Security System April 2010. May 2010 I sent in paperwork to correct phone numbers they had wrong on the subscriber verification record. 2012 I called for a replacement part, as written in the contract and to update my cell number. (New phone and I had replaced an alarmed door, a part was lost, making the system inoperable.) They had not updated their records in 2010, but she assured me my new cell number was now in the system and they would send out the part. Feb or March 2013, I called again for the part to make the system operable. They promised to send the part. On August 7, 2013 Safe Home Security was paid $39.58 thru a card EFT. Aug 13, I lost my wallet & canceled my cards. When I received my new credit /debit cards I contacted all card based EFT's. Sept 30, I received a misaddressed letter (wrong town) that the Sept payment request was declined and to call, which I did. They would re -submit on the new card. Nothing was said about any changes in price. I received a correctly addressed bill dated 10/10/13, previous balance of 181.53 plus charges of 134.67 for 11/01/13-02/01/14. They had added a monthly warranty fee which was included in my original price, a finance fee and automatic late fee, raising my rates from $39.58 to $60.51 per month and $181.53 ($90.76 ea.) for Sept and Oct. I called. The individual refused to assist me unless I had a code, when I didnt know what code she was talking about, she said they would call me back. After waiting hours, I called and left a message at the extension I was given in Mar 2013. I have not heard anything since and No eft was requested for Nov 7. I have been very dissatisfied with their service which can all be linked to a failure on their part to update and or correct erroneous information as required in the contract under section 5.Desired Settlement: I want them to honor their orginal price or to negotiate a cancelation of services and removal of equipement.

Business

Response:

This customer's monitoring rates have not changed since her installation. She is not reading her billing correctly. She was billed for the month that was returned, along with following 3 months. (Customers that bounce off of EFT automatically go to paper billing every quarter. When customer's are billed with paper bills, there is a $1.00 processing fee every month. If the customer returns to the monthly Auto Pay, we would be more than happy to remove the processing fee. The warranty the customer claims went up, did not. She was billed for 4 months of service due to her payment being declined, along with returned payment, late and finance fees. If the customer pays her past due amount, and returns to the monthly EFT, we would be more than happy to waive those fees, and the customer would go back to her monthly rate as she has been on. We apologize that the client could not read her bill correctly. If she would like help reading the bill, please contact our billing department. If she would like to take us up on our offer, please contact us as we would be happy to help her. There is no "honoring the price" as her price did not change.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Telling me to do what I have tried to do 3 times is not a response. I paid the $39.58 for Sept, Oct and Nov. which they would have recieved on an EFT had they done their jobs the first time I called. Their explaination of the bill, dated 10 Oct 2013, is unsatisfactory. You can not have a previous balence of $181.53 when they were only missing one $39.58 payment at that time, two if you count the Oct payment unless they had increased or addded charges. Furthermore how can you have a late fee and finance charge prior to the bill being due? The response also does not indicate which of the "fees" they are waiving and I am not paying for their incompetence. Finally, the response did not address the two other complaints. (1.) the fact the system is unusable due to the missing door sensor magnet and (2) the failure to update my cell phone number. I found the response to be patronizing and unhelpful in resolving these issues.

Sincerely,

Business

Response:

Whenever a customer has a returned payment, they are automatically placed on quarterly billing. Therefore, the bill the customer received was for the month that bounced, along with the upcoming 3 months of service. Whenever a payment is returned to us, we are charged $20.00. That charge is passed down to the customer. The late and finance fees were for the month that bounced, not the upcoming quarter. Again, because it seems like there was a problem updating the customer's EFT information, we would be happy to waive all late, bounce, and finance fees. I have placed a call to the customer to try to explain the billing to her. Also, the customer did not mention any service related problems in her original complaint. If she requires any service related repairs, we would be happy to send a technician out to her home to repair her alarm. This would be at no charge to the customer. We will not be canceling the customer's account however. We plead with the customer to call us at our corporate office so we can find a resolution.

Review: My home security provider was changed from [redacted] security to Safeguard Anerica without my knowledge. 2013 I apparently signed a contract with safeguard America of a 5 year contract which the customer service representative told me she will send a copy of. That is fine. I recently changed phone companies and I was trying to reach their company. I called 2 other companies to find out if they were monitoring my home, they were very nice and helpful. I knew that I have been continuously making payments to safeguard America because I see it in my bank statement: but it just says security systems and no phone number. Finally I had to dig into my old files dating back until 2013 where I found their name and number. The customer service rep I spoke to said it was my responsibility to call them to let them know of any change. I told her I did not have their number. She insisted it should be on our yard sign or security panel, which we did not have because no one in this company has physically been to our home yet. She said she will put in a ticket for someone to be here in 24-48 hours. I made a comment that ok another 24-48 hours without security. And she said she found it unusual that I was worried about 2 days without security when I was not monitored for 6 months. I again told her that I did not have their contact information. I was already upset and my voice was raised, and this supposed to be "customer service" rep was also shouting. I took her name and last name. I wanted to talk to their resolution department but instead left a voice mail for them. It is very frustrating and a very bad experience. This company should teach their employees how to handle calls. I do not have a choice but to get stuck with this company even if I really want to cancel services. I want to cancel their service because of the very bad customer service experience I received.Desired Settlement: I really want to end the contract with this company. But I have to wait until Feb 2018. If there is a way that I can end the contract without being charged any cancellation fees.

Business

Response:

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.

Review: On January 20th 2015 my husband, [redacted] went into an agreement with Safeguard America/Safe Home Security. Unfortunately My Husband signed the agreement not reading it in a thoroughly manner and locked us into a 60/62 month agreement for two properties. I am prepared to honer the contract with the one home [redacted]. The second house [redacted], we requested services has never been turned on. I was there yesterday and no sign of a functioning alarm system. There has never been active services at this home. I understand Safe Guard and my husband could not get an appointment scheduled for sometime. When one was scheduled the service man never showed up.We had active service with [redacted] and no problems for years. Our contract we up with [redacted] so Safe guard targeted us.(that's how I feel). We are selling the house on [redacted] as no one has been in the house sense February 2015.This was the reason why we requested service. This installer or no one else explained the contract. We did not want anyone to break into the home.In addition the fine print in the back of the agreement is so small you can not read it. The ink is so light you can not make it out. If I had been there I would have never signed this agreement. When my husband and I have called the customer service people just threaten us.They refuse to work out a solution. Each time I have called it has been very bad experience. The last person I spoke to she stated she would be the one receiving my complaint. She was the only person so far that did not yell, or disrespect me.I am prepared to pay the contract for [redacted]. I am not prepared to pay for a service I never had at [redacted]. These folks are predators and I will post on [redacted], and anywhere else I can inform folks not to do business with them. If your business is good you do not have to trick people into contracts. I don't mine paying for service. I do mine being threaten and yelled at.Desired Settlement: I want them to credit me for billing on [redacted]. Apply it to the bill on [redacted]. Void the contract [redacted] because there was never any services there. We will keep the contract at [redacted], under duress

Business

Response:

The system was installed and working, the customer signed the attached Install Certificate when the tech installed it. The customer called in July to cancel stating they were selling the home. The contract calls for a buyout provision or for the system to be moved. We are not cancelling. We could also certainly schedule a service call if the system for some reason is not working.

Review: I signed a contract with SafeGuard America on ( 12/05/2014 ) and the contact says 3 free months. The1st dispute with them was that the consultant didn't tell me there would be credit check so in January I saw on my credit report as a hard inquiry so it brought my credit score down. I called the consultant he ignored me 3 times after telling me any problems call him. So I started with customer services and only thing they kept saying I'm writing notes down someone will get back to me nobody ever does. I had to call back so I wrote dispute letter didn't get me anywhere so I let it go. In the mean time I see they start withdrawing the 1st payment in February and the battle starts again I called and they gave me the same scenario didn't do anything so they keep taking the monthly payment. Up till yesterday ( 03/17/15 ) a manager was suppose to return my call which I asked several times nobody did. So now I stopped payments as a Company they are not trustworthy.Desired Settlement: I'd like my refund and my contract canceled with no penalty or problems on my credit report and score. For the inconvenience they put me through I have no trust in them.

Business

Response:

She was told her credit would be pulled. She states "the consultant didnt tell me there would be a credit check" , but when the dealer contacted her regarding her complaint, she told the dealer he told her it would be a "soft inquiry" not a hard inquiry, which would show up on her credit, so there was a discussion about pulling credit. Secondly, she did get the 3 months free she was promised January, February and March. The electronic payment that was taken in March, is for April. The payments are due and payable a month prior to the service provided. If the customer would like to dispute the credit inquiry, we will confirm it may be removed

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They are wrong the dealer did not tell me about pulling my credit report because I would of refused. About the hard inquiry and soft inquiry he didn't know what it was when I called him. Actually before I called the dealer I called customer service and he didn't know what that was either and told me to call the dealer and I did and he said he'll get back to me and neverdid. Called him back a week later he said was busy and would call me back. Never did! I called again a few days later left a message on his voicemail. Guess what? He still didn't return my phone calls. The 3 months free? I only got one because I have on my bank statement that February and March was withdrawn so how's that giving me 3 months free when April should of been taken out in April. by looking on my credit report all this time it still from day one its a hard inquiry unless my credit report is lying.The company's customer service is absolutely unreliable I made so many calls nobody ever returned my calls. Last time I called was March 16 for like the 20th time and explained myself and ask that I want a manager to call me back so many times and he said they'll write in they're notes like they always do at least that's what they told me and a manager will call me. Guess what? No call! I called again March 17th I spoke with same customer service [redacted] or [redacted] I think and remembered me and said he was surprised so he left a message again for the manager. I told him though I had enough she can call or not but I don't trust there company don't want to be with them any longer because this is going on for months. Now guess who calls me the next day, the manager. I repeated myself she understands my frustration see what we can do. She said her boss was coming in that Friday which was the 20th and going to discuss it with him and kept saying I will definitely call you and me in the loop. Guess what? Never did!!!!

Review: am dissatisfied with this company and theeir customer relation and their underhanded manner

prior to march 14 2013 I was informed by this company agent that my existing alarm system was being upgraded by my existing alarm company, I later found out this was untrue and misleading along with the fact that my house was previously monitored on all the important windows this was not done in fact only the doors and supposedly motion detectors are in place. now recently they have been badgering me to have a sign placed which I do not want. I also was encouraged to hav a senior medical alarm.in fact I am absolutely dissatisfied with this company. there is no communication with this company at all except each month monies is deducted from my checking account. I will sen an email to this company also. my husband and my self feel cheated. I am also locked in for a year before I can breeak the contract as per th companyDesired Settlement: frankly I would like some kind of communincation from this company via mail

Business

Response:

Business Response /* (1000, 5, 2013/06/28) */

The technician went to the customers home and 4 window sesors were intalled, at no charge. We apologize for any misunderstanding or inconvenience.