RED Safety

After speaking to Mr [redacted] on 1/23/17, we have come to a resolution The company agreed to refund Mr [redacted] for the prorated amount of months in which his camera was not functional, as well as refund him for full month of monitoring service as an apology for the inconvenience and misunderstandings Mr [redacted] agreed to this resolution and has no further requests The company accepts full responsibility for this matter, as all equipment and workmanship is warrantied by the company for the lifetime of the agreement

Customer [redacted] signed an agreement with Red Safety for a Basic Fire Protection Plan for a term of months at a rate if 29.99+ tax on January 22nd, This plan includes family emergency planning, CPR courses and certifications for the entire family, smoke detectors, carbon monoxide detectors, fire extinguishers, a gas/water tool, an escape ladder (if or more stories), and an annul dryer vent cleaning During the month term, the customer is entitled to dryer vent cleanings and annual appointments in which we replace all batteries in smoke detectors and carbon monoxide detectors, replace used fire extinguishers, and check for functionality of all installed equipment at no additional cost If at any point within this month term, the customer needs any of the equipment to be serviced, we come out at no additional charge This specific plan does not include monitoring through an outside location, as there is no security panel installed with Basic Fire protection plans Moon Security monitors customers home's who have security systems installed If you need to reference this information, please visit our website at www.redsafety.com Being that [redacted] was installed in January 2016, we made a call to her on December 9th, to schedule an annual service appointment, which was declined by the customer In offering this appointment and installing all equipment required for her home according to fire code, we have sustained our end of the agreement The agreement states in section titled "Termination of Agreement" that if you wish to canel the services, the remaining balance for the month term is due in full at the time of cancellation However, we are willing to canel your agreement for 75% fo the remaing balance In this specific case, the customer's daughter requested to cancel on 1/23/ [redacted] refused to pay the cancellation fee of $ On 1/27/we offered to cancel the agreement for a smaller price of $which she also refused We have tried working with [redacted] to come to a resolution and have offered a better price than the remaining balance in two instances The time left on the agreement is monthsWe would like to work something out with the customer, given that it is a reasonable resolution for both parties

Complaint: [redacted] I am rejecting this response because: This plan did not include family emergency planning, CPR courses and certifications for the entire familyWe have never been contacted about these services! They made a call to her on December 9th, to schedule an annual service appointment, which was declined by the customer? She says she never got a call nor did she decline service The woman is years old, very hard of hearing and confused half the timeAre you sure she even knew who was calling and what you were calling about? When I talk to her about something, she answers about a whole other subject and I have to ask her several times to get a real answer and to know that she actually heard me I had to change her batteries in of the smoke detectors, and will probably have to change the rest soonI cannot be beside her - to protect her and I don’t think you should prey on the elderly The equipment you have on her property can be purchased at Fred Meyers for less than $and double that for labor to put it in makes it $She has paid for what you have done for her in full! She does not have $extra to pay you she barely has the $a month Leave her alone and pick on someone your own sizeI can see that you don’t care that she is elderly and on a fixed income, but wait till you have to try and take care of your parents and run across the same thingMay you never have to run across people who prey on the elderlyShame on you and may God forgive you.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:After admitting my service was not working since the November of last year, they still kept charging me for the past six monthsThis is supposed to be a 24-hour protection serviceIn addition, I have tried to contact the email addresses provided to me, [email protected] and brettm***@countryred.com, of which no one responds on info@redsafety and the brettm [redacted] address is totally invalid, even though that is the address given to meIt is very unfair for a service provider to charge money for a service you admit is not working and also to charge for the reminder of the contract to cancel a "Not working" ServiceI would expect to get a lower cancellation fee which accounts for the fact that I dont have a working service for the past six months Sincerely, [redacted]

Complaint: ***
I am rejecting this response because: Dont try to mislead by saying "you will see we have been trying to get in touch with you since the end of November and left both voice mail and text messages at your number"No you have not "been trying"You just called onceAnd I have responded via your email which is not workingAs you already admitted above " end of November 2016" till now, I am not getting service but payingSo in addition to the 25% discount you said, I want additional months payment dismissed from the cancellation fee and cancel the fake serviceI will be willing to pay you $Will that work for you? If you keep on charging me after I requested cancellation, I will follow legal action
Sincerely,
*** ***

Dear Revdex.com of Western Washington:
We wanted to follimmediately with this matter rather rapidlyWe reached out to the client and provided the customer with a full refund as requested and also cancelled the service effective immediatelyWe apologized for any inconvenience and let them know
that if they need any assistance to please contact our office directly at ***
Best,
D'Arrah J***
Office Manager
Red Safety & Security
*** *** ***
Tukwila, WA
Toll Free: ***
Direct Phone: ***
email:***@redsafety.org

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 MsJ*** called me, addressed my specific concerns, and left her contact information if I had any further concerns If my interactions with this company had been with MsJ***, I would never have needed to complain.Sincerely, *** ***

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

Complaint: ***
I am rejecting this response because: Red’s reply is completely unsatisfactoryFor the sake of resolving this matter, I am willing to give Red the benefit of the doubt and assume that it was their representative who deliberately misled usI still maintain that neither my wife or I ever gave Red authorization to debit our account automaticallyAs a rule we never sign up for automatic paymentsI am glad that at least the debit issue seems to be resolvedBut the debit issue is just one example of poor customer serviceOn top of that, RED has failed to live up to It’s promises by failing to clean our dryer out during the first visit, and doing a lousy job when they finally got around to cleaning it a year laterI want RED to take responsibility for employing representatives who mislead their customers and poor service$is not even within the realm of a reasonable cancellation feeI am still very unsatisfied!
Sincerely,
*** ***

All agreements between RED Safety and customers are for a standard term of months, including yours, as stated on your copy. The representative did not write " one year contract" on the top. What was written was " Sales tax adjusted for Kitsap county sales tax" and "One year paid in
advance". Also, your spouses signatures under " Authorization for pre-authorization payments (for all EFT draft and card payments)" gave RED Safety the permission to withdraw automatic payments related to this specific account and all charges/fees associated with this account. Your account was paid in full for year in advance and was set up for yearly withdrawals. After speaking to you on the phone, we requested a refund to your bank for the 2nd year, which has now settled through your bank. Under Termination of Agreement, "If you terminate your contract prior to fulfilling your month obligation, we will charge you an early cancellation fee equal to the remaining balance of your contract, per the Agreement". In this case, we were willing to give you a discount, which is still due if you wish to cancel services. Otherwise, you will remain in contract with RED Safety until you wish to cancelWe will continue to respond to service requests, continue to bill on a monthly basis rather than yearly and keep your account Active. As of today, your account is Active and your equipment was serviced in December of 2016, part of annual services. If you continue to have issues, please call our office to set up a service appointment. If you would like to request a copy of your agreement, please do so by email or telephone

After speaking to *** ***, we have reached an agreement and this case is now resolved. Any further inquires can be directed to the home office at or [email protected]

Complaint: [redacted]I am rejecting this response because:
This plan did not include family emergency planning, CPR courses and certifications for the entire family. We have never been contacted about these services!
They made a call to her on December 9th, 2016 to schedule an annual service appointment, which was declined by the customer?
She says she never got a call nor did she decline service.
The woman is 92 years old, very hard of hearing and confused half the time. Are you sure she even knew who was calling and what you were calling about?  When I talk to her about something, she answers about a whole other subject and I have to ask her several times to get a real answer and to know that she actually heard me.
I had to change her batteries in 2 of the smoke detectors, and will probably have to change the rest soon. I cannot be beside her 24 - 7 to protect her and I don’t think you should prey on the elderly.
The equipment you have on her property can be purchased at Fred Meyers for less than $200.00 and double that for labor to put it in makes it $400.00. She has paid for what you have done for her in full!  
She does not have $225.00 extra to pay you she barely has the $30.00 a month.    Leave her alone and pick on someone your own size. I can see that you don’t care that she is elderly and on a fixed income, but wait till you have to try and take care of your parents and run across the same thing. May you never have to run across people who prey on the elderly. Shame on you and may God forgive you.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:After admitting my service was not working since the November of last year, they still kept charging me for the past six months. This is supposed to be a 24-hour protection service. In addition, I have tried to contact the email addresses provided to me, [email protected] and brettm[redacted]@countryred.com, of which no one responds on info@redsafety and the brettm[redacted] address is totally invalid, even though that is the address given to me. It is very unfair for a service provider to charge money for a service you admit is not working and also to charge for the reminder of the contract to cancel a "Not working" Service. I would expect to get a lower cancellation fee which accounts for the fact that I dont have a working service for the past six months.
Sincerely,
[redacted]

[redacted], I'm sorry to hear about your negative experience with our company.  The receptionist who took your phone call was correct, there is a 36 month contract in place, signed on 2/27/16.  Unfortunately, we do not know what was relayed to you verbally during your initial...

encounter with our representative.  We want to work this out with you and come to a resolution as quickly as possible.  Please contact our office at 888.557.6167.

The agreement states in section titled "Termination of Agreement" that if you wish to cancel the services, the remaining balance for the 36 month term is due in full at the time of cancellation.  However, we were willing to cancel your agreement for 75% for the remaining balance.  In this...

specific case, you requested to cancel on 9/26/15 and agreed to pay the cancellation fee, 5 months after your original installation.  The cancellation fee was never paid, which is the reason for you receiving an invoice. The agreement states that you have 3 days to cancel after signing up for the service if you are not satisfied.  Because it was well past this time frame, you were held responsible for the cancellation fee.  The company has offered on two occasions to have the equipment removed from your home and so far, we have not received a response.  Picking up the equipment would make your cancellation fee considerably smaller. We still would like to work something out with the customer, given that it is a reasonable resolution for both parties.

After speaking to Mr. [redacted] on 1/23/17, we have come to a resolution.  The company agreed to refund Mr. [redacted] for the prorated amount of 2 months in which his camera was not functional, as well as refund him for 1 full month of monitoring service as an apology for the inconvenience and...

misunderstandings.  Mr. [redacted] agreed to this resolution and has no further requests.  The company accepts full responsibility for this matter, as all equipment and workmanship is warrantied by the company for the lifetime of the agreement.

The agreement states on the front of the page that it is a 36 month agreement.  The back of the agreement has all terms and conditions and is the consumer's responsibility to read.  The cancellation policy states that if you wish to cancel, we will charge you an amount equal to the...

remainder of the agreement.  The cancellation fee that was quoted to you included a 25% discount, only charging you 75% of the remaining amount on the agreement.  In regards to your system not working, our records show that we tried to contact you in November, in which we left you a detailed voicemail.  This call was never returned.  If any part of your system is not working at any time, it is the consumers' responsibility to call the office for a service appointment.  We do not drop by customer's home unexpectedly unless we receive an emergency signal, which we did not. We are more than happy to send someone out to inspect the system and get it back up and running, free of charge.  Please call our office to set a service appointment, as we want you to use the system you are paying for to protect your home.

Customer [redacted] signed an agreement with Red Safety for a Basic Fire Protection Plan for a term of 36 months at a rate if 29.99+ tax on January 22nd, 2016.  This plan includes family emergency planning, CPR courses and certifications for the entire family, smoke detectors,...

carbon monoxide detectors, fire extinguishers, a gas/water tool, an escape ladder (if 2 or more stories), and an annul dryer vent cleaning.  During the 36 month term, the customer is entitled to 4 dryer vent cleanings and 3 annual appointments in which we replace all batteries in smoke detectors and carbon monoxide detectors, replace used fire extinguishers, and check for functionality of all installed equipment at no additional cost.  If at any point within this 36 month term, the customer needs any of the equipment to be serviced, we come out at no additional charge.  This specific plan does not include monitoring through an outside location, as there is no security panel installed with Basic Fire protection plans.  Moon Security monitors customers home's who have security systems installed.  If you need to reference this information, please visit our website at www.redsafety.com. 
Being that [redacted] was installed in January 2016, we made a call to her on December 9th, 2016 to schedule an annual service appointment, which was declined by the customer.  In offering this appointment and installing all equipment required for her home according to fire code, we have sustained our end of the agreement.
The agreement states in section titled "Termination of Agreement" that if you wish to canel the services, the remaining balance for the 36 month term is due in full at the time of cancellation.  However, we are willing to canel your agreement for 75% fo the remaing balance.  In this specific case, the customer's daughter requested to cancel on 1/23/17.  [redacted] refused to pay the cancellation fee of $514.17.  On 1/27/17 we offered to cancel the agreement for a smaller price of $225.00 which she also refused.  We have tried working with [redacted] to come to a resolution and have offered a better price than the remaining balance in two instances.  The time left on the agreement is 24 months. We would like to work something out with the customer, given that it is a reasonable resolution for both parties.

[redacted], I am sorry we haven’t been able to contact you. If you check your phone records, you will see we have been trying to get in touch with you since the end of November 2016 and left both voice mail and text messages at your number, [redacted] to get your system back on Wifi. Your 2nd number listed, [redacted], seems to be disconnected.  We have no record that you have tried to get back in touch with us but hope you will so we can get your system active again. We also emailed you instructions on re-establishing your wifi connection and you can also find these in the sheet we left with you at installation. As far as a smaller cancellation fee, we cannot approve this as we are already offering you a cancellation fee with a 25% discount.  The 36 month agreement is designed to pay off your equipment, and for that reason, we do not stop billing until you have either 1) fulfilled the terms or 2) paid the cancellation fee.   We would like to get everything back up and functioning properly, given the opportunity.  We are willing to dismiss 2 monthly payments for the problems this miscommunication has caused.  If this is agreeable to you, please contact our office. We hope to hear from you soon.