Pax Corrugated Products, Inc.

All of our agreements are months and we do not have any year agreementsWhile the customer owes *** the balance of the contract, not Safe Home, I understand she is saying that she was told falsely during her installationWe do have a signed agreement whether the customer claims that is not
their signature or not, and that agreement does say monthsWe also do a welcome call with each customer before installation and it states the agreement is monthsIt does look like the customer requested a fraud packet from ***, and in regards to if the customer will be allowed out of the agreement, that is fully up to *** corporate and not us at Safe, but there is a valid agreement for the account that states it is for months

I apologized that this has happened, as any authorized rep should let the consumer know that a check is being doneI will submit a request to Equifax to have that removedPlease keep it mind, it can take up to days for Equifax to complete that request

I will do further research with *** Corporate in regards to the customer saying she already had an *** system before us and is getting double billedWhen we create accounts, the *** system tells us if there is already an account there and we got no such alertAs far as the signature, I do have a
contract with her name and signed, but it seems she is claiming that signature is not hersAs of now, the contract does sign and have a cancellation fee is customer does not get caught up on past due and cancels

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because: Seth used unelthical and illegal tactics to encourage me to say "No" on the voice recording. He also led me to believe that I was signing for the equipment not a contract until AFTER it was signed. Safe Home is known for this unethical behavior and it is now recorded as another complaint on them. This is scam company and it's unfortunate that the consumer has no protection in these cases. I will take matters into my own hands since I am the only one who can protect myself. 
Sincerely,
[redacted]

The customer states that the system had never worked properly, but each time we sent a technician, they found no issues with the system and that it was working right. As soon as we left, it supposedly started to not work again. Customer did cancel the agreement, however we are an authorized dealer...

of [redacted], so the agreement was in our hand for the first 13 months and [redacted] Corporate is not the ones to cancel/charge any cancellation fees during that time, so the rep that told her she could cancel for free was unfortunately incorrect. Like she mentioned, we did decide to start her with a new system and all new equipment so she would not go to collections. We did have one time scheduled, that our technician did end up missing, but we still continued to try several times to reschedule. Customer would never match any of our proposed times. We let them know on May 15th that she needed to give us a couple time slots within the next two weeks to install, or it would be sent to collections. Customer responded on May 18th, saying she wouldn't be available for closer to 2 months, so the account was sent to collections. Once customers are sent to collections, we can no longer legally discuss their agreement or anything about reinstatement with them, as they have to deal with the collections agency directly.

Our reps all wear [redacted] shirts, that say Authorized Dealer, as Safe Home Control is an authorized dealer of [redacted] alarm systems. We do our recorded welcome call where we ask all customer if they have an alarm system currently being billed or monitored. In the event they say yes, we make sure they are...

aware their current company is not going out of business, we are not affiliated or taking them over and so on. We also make sure they are aware it is up to the customer to cancel, as well and pay any cancel fees they may have with the previous company, however, she did tell us on this call that she was not currently monitored. She agreed to the 3 year agreement and the cancellation policy in the welcome call, as well as signed our contract, so she will be held to that.

As an authorized dealer, we hold the agreement in terms of cancellations for 13 months, after that the agreement is in sole hands of [redacted]. We did have an appointment set for August 30th, but customer requested today to move that to September 12th due to the recent hurricane issues in the region.

Complaint: [redacted]
I am rejecting this response because: My wife told the tech to put it back where it was because we were told it had to go there.  After conversations with customer support, I now know it can be moved and it will be moved.  We have an appointment with a tech to do that.  On the information the tech said about [redacted] corporate, my wife told him that we were in contact with [redacted] corporate and that [redacted] corporate couldn't cancel the contract until after a year.  That's all she said about that.  I guess we will have a recorder on when the tech comes to relocate the keypad because it is obvious that the tech misunderstood what my wife said.
Sincerely,
[redacted]

The customer called in to inform us he was upset with the tech support at [redacted] corp, that they didn't call him for 20 minutes after his panel was unplugged and then that tech support never answered the phone. I informed him that the power loss is only an alert (not an alarm event), so it is not an...

immediate call and apologized for the tech support issues. He also informed us that the actual alarm event had gone off a few times in the past and that no one ever called him, but the customer never informed us of these issues, so we did not now it was not working properly. Customer expected the contract to just be cancelled without allowing us to fix equipment that we did not know was faulty, we told him we could not cancel him without allowing us to fix the system which he refused to let us do. He did eventually call back and we did have a tech go out to fix the issues last night, who said that the system is fixed and working properly.