Safe Home Security, Inc.

Received a cancel letter 11/30 and account was cancelled 12/1.  They do not cancel on without notification.  There is no further obligation of either party and no refund due.

The account has been cancelled, and is paid in full.

Review: I filed a Revdex.com complaint around the end of 2013 regarding this same company. The Revdex.com did help me resolve the issue and the situation was under control. It is this company's policy that you give three months notice if you are going to cancel your contract and not renew for another year, two years, etc. I contacted them at the very end of September 2013 to let them know that I would not be renewing. My contract was set up to expire in December. I was then transferred to a man by the name of [redacted]. He was very nice to me and said it looked like I had had several problems with the company. He hated to see me leave due to bad customer service and promised that if I stayed he would handle my contract service personally. We must have spoken for over an hour before he finally convinced me to stay. My heart was settled on canceling this contract after everything they had put me through. However, he said he would upgrade my system, in addition to offering me three months of service for free if I decided to stay another three years. I told him I had to think about it. I just was not sure if I wanted to try and trust them again. I had until the beginning of October to decide. I finally called him back about ten days or so later to let him know that I would give them another chance. Again, I had him confirm that I would get an upgraded system, three months of free service, and he would personally handle all of my matters concerning my service. Then, the problems started. First, the company sent me the wrong system software. The technician told the company it was the wrong part; the company said no it wasn't; It took until the end of Jan. 2014 for them to upgrade my system. That is three months after I renewed my contract. Then, when it was finally installed, they forgot the upgraded fire sensors. It has also been five months, and they have not given me my three months of free service. They have promised me month after month that it will be fixed to no prevail.Desired Settlement: I regret my decision to give this company another chance. It not only took three months to get my alarm system upgraded, I have had to call every month to ask why they keep billing me. I have a voicemail where Jorge tells me he is going to get it fixed and let me know as soon as possible. I haven't heard from him and they have billed me again. I want my contract cancelled and three months of serviced refunded to my credit card.I will never do business with this company again.Terrible service.

Business

Response:

The credit promised to the customer was a credit to their Safe Home Security account. That credit was processed on March 5th, and they will not be charged for April, May, or June. Their payments will resume in July.

Consumer

Response:

I was promised January, February, and March. Then I was promised February, March, and April. Then I was told March, April, and May. No, I am not waiting for another future credit that may not happen. I want reimbursement from the past three months as I was promised to my credit card. It is either that, or they can cancel my contract. As far as I am concerned, a contract is not legally binding until both parties have fulfilled the terms. They have not fulfilled their terms since October. There is a clause that I can cancel my contract within three days of the contract. Since the contract is not legal yet, I want to cancel it. This is the same thing they have told me before and it was not credited to my account. I do not want to do business with these people.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

There is no need to wait for a credit. The credit has already been applied. I would be more than happy to provide an A/R statement to the customers account showing her credit was applied.

Consumer

Response:

This business continues to not understand what I am saying. It is the principle of the matter. I renewed my contract in October. I should not have had to wait until April for my three months to kick in, especially when it was supposed to be the first three months. I can show this company my credit card statement if they would like to see all of the charges that should not have been there. I don't want a credit for April, May, and June. I want three months refunded to my credit card. I should not have had to go through this just to get what you promised me. The only reason that credit has mysteriously appeared for April, May, and June is because I have reported them. Otherwise, I would still be fighting with them about it.

Review: I've contacted this company numerous times trying to transfer my services to my new address. When I originally signed the contract, I informed the sales rep that I would be moving at the beginning of the year and he informed me that it would not be a problem and would be at NO cost. Once the time came for me to move, they informed me that it would cost me $199 to move services. Hello, why would I sign up for services that were installed for free initially then pay $200.00 to transfer in less than six months? That makes no sense and they have people signing contracts under false pretenses. Once I mentioned that to the rep he stated that the sales reps are contracted out and they have no control of the information they provide to customers. This was only the beginning of the POOR service provided. I've spoken with [redacted] and have not come to any resolutions. They have the rudest people in customer service and all they tell you is enough to get you to shut up. They have the poorest customer service I've ever experienced. After contacting them numerous times I spoke with one rep that I was trying to explain the issue to and he continued to cut me off and talk over me! This has to be the most unorganized business Ive ever had service from. After I've spoken to one rep, another rep would call and ask me the same questions, I've already answered like there aren't any notes in the system. Every time I call they're saying only the original rep who took the call the first time can touch it so I'll have to transfer you to them which so happened to be [redacted]! It's been almost one month without service and they act as if though I've never requested a transfer of service. I was told by [redacted] and [redacted] that they would email me a new contract for the move and NOTHING was done. I told them that I receive every other email from Safe Home so what's different with this one. [redacted] then stated that he would then MAIL me a copy of the agreement for me to sign and send back thus dragging out the process even longer. I understand I'm under a contract but that does not give you the right to give me poor customer service and make me pay for a service that is not being monitored! This company suckers you into a contract for FIVE YEARS then waves in your face like there's nothing you can do about it!Desired Settlement: I would like a refund for February and cancelation of contract ASAP.

Business

Response:

Spoke with customer and reviewed situation. We will reinstall equipment and waive the system move cost(199.00) due to the system being down a month and she actually took system down. I am having dispatch mgr handle the re install with the customer, [redacted] will set up tech and customer ASAP. We will credit account two months (121.98)due no service for two months. Any issues in the future the customer has my name and ext. [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution is satisfactory to me. As long as I'll be able to utilize the surveillance camera. Tech was not able to setup camera on Friday.

Sincerely,

Consumer

Response:

Review: [redacted]

I filed a complaint back in February 2014 in regards to my service with Safe Home Security. They installed the Alarm but the video surveillance has never worked. He tried to give me a remote instead and that isn't what my contract entails. He couldn't figure out how to fix it so providing me a remote was his solution in which I declined. No one has ever come back out to neither fix my video monitoring nor set up a service date. I called on 05/05/14 and spoke with [redacted] and he referred me to [redacted]. After speaking to an [redacted] representative they told me that it's an issue with Safe Home security and not them. I then called Safe home security back and spoke to a woman that was willing to help who set up a service call. It was scheduled for 5/08/14 but I had to reschedule for 05/10/14 in which the tech agreed. No one ever showed up on 05/10/14 for the service call nor did anyone call to reschedule. I called today on 5/20/14 and spoke with [redacted] to discuss my bill because I wasn't going to pay for service I haven't had for four months. She then stated that they rescheduled the service call on 05/10/14 to 5/21/14. I never received a phone call or anything in regards to the service call being rescheduled. She then said hold on I'll transfer you to service department. She didn't give me an option or try to resolve my issue, she just transferred me. Safe Home security has the worst customer service I have ever had in my life. The only way I had my first complaint resolved is because I came through Revdex.com to file a complaint. No one should have to go through this much just to get an issue resolved.

Review: On May 7, 2015 I cancel a appointment with [redacted].com schedule for Friday May 8, 2015, but because I was in the hospital on an medical emergency since Tuesday May 5, 2015, I cancel that appointment.

On May 8, 2015 I get a phone from a person identifying himself as [redacted] sent to install a home alarm system, obviously [redacted].com had not cancel the appointment. I proceeded to advise Mr. [redacted] that I was in the ill and hospitalized, and that I had cancel the appointment with [redacted].com at least 24 hours in advance(because I had been previously told that I be charged fees for not giving 24 hours advance). [redacted]'s response was," I will have my manager give you a call."

A few minutes later I was talking to,"[redacted] a supervisor." All this time I'm feeling ill and hospitalized. I advised [redacted] that I had canceled that appointment, I was not home, an medical emergency had me hospitalized and quite frankly did not feel comfortable having an alarm system install without me present and shown how to operate the system, I was clear about my concern.

[redacted] continued with his," high pressure sales," stating the installer is already there and you want an alarm system install. what is holding you back. I want to be there when an installation is done and I actually do not have the funds available because of this medical emergency. I rather wait until I'm present and have the funds available. I proceeded to say I'm a disabled individual with chronic disorder Type II diabetes and live on a fixed income, I need to wait.

That was not good enough for [redacted]. He asked when will you get out of hospital? my response was it looks like tomorrow Saturday May 9, 2015. [redacted] stated let us do the installation today May 8, 2015, and I promise that following Monday May 11, 2015, I will have the installer return with a contract for you to sign and he will show you how that system operates.

Since May 11, 2015 I have attempted numerous times to cancel, but have been bounce around.Desired Settlement: CANCEL SERVICE.

RELEASE OF HAVING ANY KIND OR TYPE MONETARY OBLIGATION.

REMOVE SAFE HOME SECURITY EQUIPMENT FROM MY PROPERTY IMMEDIATELY.

Business

Response:

Service was terminated upon receipt of Mr. [redacted] letter. We are scheduling removal of the system. Any monies collected will be refunded after removal is completed.

Very happy with them.......quick response, regular billing, no issues. They even customized my settings for me. Very pleasant when contacting them!

Review: In August 2012 we signed a 3 year contract with this company. During the summer of 2015 I received a call from a rep asking if we planned to renew the service and I told her I would talk to my husband about it. Shortly after we rec'd a follow-up letter about renewing the service. My husband called the company and told the rep he did not want to renew. They continued to bill us in Sept., Oct., Nov. even though my husband continued to call them and tell them

not to bill us because we did not want the service. We even called our bank and asked them to not accept the charge on his credit card and eventually we had to cancel the card to get rid to this charge. Today I received a letter from Safe Home Security saying that if we don't re-enroll in a timely manner they will automatically be billed on a quartlerly basis and the first bill will include the paymt. missed, plusa $20 return processing fee, the next 3 months, plus a $3.00 processing fee. When I called the company the rep was extremely nasty and rude. She said the only way to cancel is in writing. I asked her why we were not told that when we made all the calls to them and she said it wasn't her problem we didn't know what we were supposed to do. I asked her why the other reps didn't tell us to send a letter, again she said "not my problem". We live in a condo group for the elderly and I truly believe they are taking advantage of us by trying to force this service on us. They make it so difficult to cancel when the contract runs in the hopes that we will continue to pay. A truly lousy business.Desired Settlement: Refund and an APOLOGY for the manner in which this has been handled to date.

Business

Response:

This account entered into an agreement on August 10, 2012 for a period of 36 months. Pursuant to the terms of the current agreement, a cancellation letter is needed at least 60 days prior to the end of the renewal period. If a letter is not received at least 60 days prior, the agreement renews for another 12 months.

Review: SHS first contacted me with their promotion stating that they were linked to [redacted], my home security provider at that time. I disliked the automatic withdrawal payment system with [redacted] and so transferred my service to SHS because the technician promised monthly paper bills and stated that he would personally cancel the [redacted] contract. I gave the first months payment via personal check for a total of $35.99. Approximately a month later, I received a bill from [redacted] and when I looked at my bank statement, $35.99 had been withdrawn by SHS. After asking [redacted], he stated that he had cancelled [redacted] and that he would cancel the automatic withdrawals. However, the same happened the following month. At that point, I contacted my bank and informed them to stop allowing SHS to take money from my account and the bank credited the 2 months of payments. I also called [redacted], who said he would contact his supervisor and return my call because he was on vacation in [redacted] I never received a call and he did not answer any calls afterwards. I then called the main office in CT and they stated that my [redacted] contract had not been cancelled but they would sort it out. [redacted] eventually stopped billing me with a final balance, which I paid and expected SHS to reimburse. After many phone calls and conversations with a manager named [redacted], I received a check that did not cover the entire [redacted] bill. I finally started receiving paper bills bc they were unable to withdraw. However, I refused to make any further payments until SHS resolved the [redacted] issue. Early Jan 2014, I received a call from [redacted] stating that he would clear my balance and that we could start the year with the original plan of $35.99/month. So, I sent in another check but then received a bill for approximately $500, which included 5 late fees and a charge for a bounced check because they no longer had access to my bank account. I spoke to a rep today, who implied that I was lying and allowed automatic withdrawals and they had not had any faults. Worst customer service.Desired Settlement: Out of the 9 months of service, I will pay for the remaining 7 excluding the remaining $41.91 from the [redacted] bill. Then I would like to terminate this contract without any cancellation fees. I would like a notice in writing informing me of the cancellation.I would recommend that the company makes sure that each employee is giving consistent information. It is unacceptable to expect customers to be penalized for the misinformation provided by their employees

Business

Response:

I’m responding back to the Revdex.com complaint # [redacted]:

We are not releasing the customer from our agreement. Mr. [redacted] was informed that he needed to terminate his [redacted] account once he had signed up with us. On 10/4/13 check #7221 for $54.67 was mailed to the customer for the month that he was billed by [redacted] when he signed up with us. The check was cashed, “confirmation [redacted]” and he never cancelled his [redacted] acct.

Mr. [redacted] has a past due balance with us in the amount of $518.70 and we are going to pursue our agreement.

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I am active duty military and had thier service installed in my home (in [redacted], VA) in may of 20101. I did sign a 5 year contract with this company. In november of 2011 I was moved, under military orders, to [redacted], CT. I moved into base housing and did not transfer the service to this home. I do not know if it was even allowed in housing. I have returned to [redacted], VA this year and I am renting a home not far from the home I own (with the service). My new tenant does not desire the service and I have attempted to termintate on the grounds that I can provide a copy of the orders that caused me to move and that I was in base housing. The company refuses to terminate. Please help!Desired Settlement: I would like only to cancel my account with this business with no termination fee. I will return all of thier equipment, shipped at my costs.

Business

Response:

Safe Home Security will agree [redacted]'s request. Once Safe Home Security receives the equipment, [redacted]'s account will be closed without penalty.

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. I do request an inventory to ensure I send all of the equipment. As well as the preferred mailing address.

Sincerely,

Review: This company keeps sending me invoices for new service when I cancelled my service contract with them on June 28, 2013. Part of the reason I cancelled the service was Safe Home Security's absolutely HORRENDOUS customer service. I initially had security monitoring with a local Atlanta based company called Integrated Excellence which was acquired by Safe Home Security. After the acquisition, thats when the problems started. They never had accurate information about my residence in their system, when I called, which made monitoring my service in the way I expected, a true safety issue, so I decided to cancel.I was previously on a month to month contract with SHS, so when I cancelled service they actually owed me a credit. I cancelled with initially over the phone, then via an email to their customer service at their request 6/28/12 (which I have email documentation of my notice of cancellation). Safe Home Security continues to send me annual bills every quarter for annual service (when I NEVER had annual service with SHS), and when they have not been monitoring my security system since June 2012. I've callled them repeatedly to stop sending me erroneous invoices. On top of that, when I speak with their 1st level customer service reps, they threaten that they are sending this collections, but when I press them to produce an active contract, they cannot.Each time I ask to speak to a manager of "guarantees" I'll stop recieving these invoices, once they finally see in their billing systems that I did in fact cancel service back in June 2012. I'm at my wits end, b/c I continue to recieve an invoice when after they do further research on my de-activated account, they can see I cancelled service in June 2013. This company is HORRIBLE!Desired Settlement: I want confirmation that a Revdex.com rep will contact them to confirm they will stop harrassing me with new invoices when Safe Home Security is no longer my security monitoring service, b/c I cancelled with them back in June 2013.I've already told Safe Home Security, if I continue to recieve these invoices I'm hiring a lawyer and filing a lawsuit against them.

Business

Response:

The customer requested service and we paid a sub contractor to go out and give it to him. We will gladly cancel the account after the customer pays teh outstanding service balance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Happy Holidays, and thank you for

such quick response to this matter. Its very unfortunate this company's level

of service (or lack thereof), that continue to try and bring "new" reasons for the invoice, when in fact the invoice in dispute has nothing to do with a service call. It was the major reason for me cancelling service

with them. You call their customer service line 10 times, and get 10 different

answers. Then when you ask for a manager, they try to sell you new stuff,

instead of actually resolving the problem. I've never reported a company to the Revdex.com, but these guys are so disingenuous, I felt it only right, as I'm sure they have plenty of complaints against them from unhappy former customers.

I find it

VERY interesting of complaining after 6 months of receiving invoices for $405,

when I called to tell them I cancelled my service way back in June 2013, and

furnished the emails to prove it (see attached), they keep sending these annual

bills, b/c in their system I still had service with them. I was always "promised"

by a mgr that the invoices would stop (never mention of any charges dating back

to June). The call yesterday was the FIRST TIME anyone ever mentioned a charge

for the service call back in June. If it was a problem, why was this not

brought up when I cancelled service at the end of June? Why have I not received

an itemized bill for work that was supposedly done? When I asked them on

the phone yesterday to furnish me an itemized work order for the services from

June, where I acknowledged the services, and any charges, I've never been

provided that. I know its not $405 worth. The invoice they keep sending me is

for annual service, not for any service call.

I do

acknowledge a contractor came to my house in June, however they did not replace

any hardware. A standard house call I was told was covered. Only if they had to replace hardware would I potentially be charged. The guy was literally at my house 5 minutes. He put super glue on

a magnet I already had owned as part of my original security system and then he left

(none of the hardware in my house was installed by SHS, in fact they had never

been to my house previously. My contract with SHS happened because the original

alarm company Integrated Excellence was acquired by SHS I believe in

2011/2012). Prior to him coming out, I was never told there would be a charge for a subcontractor coming

out, b/c my understanding when I initially called SHS to troubleshoot was the

service call itself was covered, free of charge by my SHS contract (if it

wasnt, why would I even contact them to troubleshoot)? I've never received an

itemized bill, or told I owe any money (until now) for that service call from June. One

service call, does not equate to $405 bill, when all he did was glue my

existing magnet back on. They did not

replace any hardware sensors, b/c my sensors are embedded in my window frame (from my

original security company - Integrated Excellence). The subcontractor merely

glued the magnet back to the window that’s it. That’s not hundreds of dollars

worth of work. Why cant they furnish an itemized bill for that service call?

Also where in my supposedly contract with SHS where does it say I'd be charged

for a house call, and what that charge is (to this day, I've never received a

bill for that)?

Also most importantly, if you look at the invoice I initially sent (re attached), it

makes no mention of any previous June service call, nor does it itemize

anything (its for annual service). I was continually told, the $405 was for annual service. On top of

that out of the 4 bills I've received since I cancelled service in June, I

contacted them on the phone every time, NEVER was there any mention of me owing

anything for a subcontractor until yesterday when I spoke to a manager and

informed them I'd be reporting them to the Revdex.com, so now they are mad, I'm

calling their bluff. I initially talked on the phone with a billing manager in

June about the process of cancelling (the email I forwarded to you) If this was

an issue, why was I not billed for that work when my account was cancelled in

June. Also they gave me a credit in July for overpayment, so why would I be receiving

credits, if I in fact owed them money?

Transaction#

[redacted] on the invoice (acct# [redacted]) relates to them billing me for annual

service. Until they provide written documentation in my contract about service

calls, and an itemized invoice for June 2013 service call with a explaination of the service call charges so I can verify for the June work, if in fact I'm

"liable" for that, I dont feel I owe them anything.

Its amazing a company this size would try something like this with a cancelled customer from 6 months ago.

Thank you

again for attention to this matter.

Sincerely,

Review: Below is a copy of letters I sent to company requesting them to cancel the contract which also outline my problem: From: [redacted] Date: Feb 12, 2015 1:15:46 PM Subject: Second Request: Cancellation of Contract, Acc#[redacted] Ph#[redacted] To: [redacted] I am requesting that someone at a higher level review my request, such as the President, CEO or COO. I spoke with a [redacted] on Tuesday, 2/10 and the issue was not resolved. I received a copy of the contract through the mail the same day I spoke with him. He told me I initial the 60 month and I said I did dot see it and I initial the $49.99. The sales person deceived me and I believe he covered up the 60 month while asking me to initial the $49.99. If you review the contract the sale person placed an x beside the dollar amount not the 60 month. My initial was not agreeing to 60 months if, that was the case I would have never allowed that system to be installed in my home. Once again the sale person was deceitful and falsified any and all information he thought necessary to get a sale. Your company reputation is at state here, I wonder how many other people have this happen to (tricked into a contract through unethically sales tactics Please consider canceling this contracted it will be greatly appreciated. Sincerely yours, [redacted] On 02/05/15, [redacted] wrote: To whom it may concern: I call the company yesterday, 2/4/15 to canceled my contract, I was under the impression it was a two year contract according to the sales man that came to my door on that day 10/18/12 by the name of [redacted]. I was informed by your customer care department that I had a 60 month contract. I told them that was ridiculous I would have never signed up for a 5 year contract the sales man told me it was for 2 years. Besides I have never used the system or turn it on. I ve been paying $49.99 for a service I don’t even use for over two years. Apparently the person that came to my door that day was either a student or someone working for commission that was deceitful and falsifying any information he thought necessary to get a sale. Granted I should have taken the time to read the contract before signing but I trusted the young man and decided to try it for two years as he claimed. As a respectable company you should be careful who you hire to do your marketing, because when the sales person is lying and being deceitful it create a bad name for your company. He also told me that the deal I was getting that day (free installation and discount on the monthly fee) was only offered to a few people and it was based on your sign being posted in my yard, which would serve as a marketing tool and draw business, I guest that was a scam as well. Please consider canceling this contract, I am a senior citizen on a fix income. Any attention in this matter will be great appreciated Sincerely yours,[redacted]Desired Settlement: Cancel contract with no more out of pocket payment do to disception in flasefied terms.

Business

Response:

The company has a 60 month agreement with the customer, validated by the customer's signature. Per the agreed upon terms, the agreement shall not be cancelled until the expiration date assuming all payments have been made.

A conversation was had between Senior Account Director [redacted] in which a verbal agreement took place where a 32 month contract would be agreed upon including a free system move in the event the customer were to move from her property.

Review: I signed a 36 month agreement with 6 months free. I called on January 30th to find out when I can cancel. I was told since I lived in [redacted] I can cancel immediately since the initial period had passed and was given an email address to send the cancellation letter to.

The biggest reason is that it was an extra $38.39 per month that was not a necessary expense.

I lost my job back in December with 2 weeks notice. We lost a contract that I was involved on, so money is very tight and having that extra 38.39 a month can make all the difference for a single mother with 2 children.

I was charged on 2/5/15 the $38.39

When I called on 1/30/15, I was not informed that I had to give 60 days notice or the 30 days that the lady who said she was a supervisor said I was being held to and that it was generous of them to only hold me to the 30 days.

If the original person I spoke to had informed me that I would be billed, I could of planned accordingly, but with loosing a job.. that money had been spent on necessities.

The company was uncaring and trying to "save" me as a customer. I am assuming that is why they bill you "one last time" . I spent 20 minutes telling the original guy NO.. I don't need it. I mean honestly.. isn't it better to have a customer leave happy so they may come back or tell friends and family of a pleasant experience VS...being unhappy, feeling cheated and NEVER coming back and writing the Revdex.com about the horrible experience and the bad word of mouth advertising associated with an incidence like this.

Not only that... The supervisor had the audacity to tell me to speak with the gentleman I sent the email to to process the cancellation if I wanted to complain about not being informed. WOW is all I can say!!!

"I am requesting to cancel my acct [redacted] effective end of current month that it paid." This is what was sent to the agent while I was on the phone with him.Desired Settlement: 1. I would like the agent who I originally spoke to and sent the email to to be educated that an acct cant be cancelled immediately and not to set customer expectations to the effect that it can be.

2. Would love for the gentleman I spoke to in the cancellation dept on 2/6/15 to complain about the charge to knwo it isn't good business practice to try a "save" attempt multiple times when some one is requesting a refund. I would also like management to knwo that he stated that I was "lucky" because he just so happens to be the director of sales and there is no supervisor I can speak to. That he works directly under the Owner o the company. Only after I requested the owners name, did he transfer the call to his "supervisor"

3. Lastly.. I request to be refunded for that last charge of $38.39 on 2/5/15

Thank you.

Business

Response:

The customer's innitial term of their agreement ended January 22nd, 2015. The written request for cancelation was not sent until Januar 30th. By this point, the agreement had already renewed for one month, due to the terms of the agreement. The month of February is a due payment. The account has since been closed with no further billing due. If any further bills are received, they are in error. The respective representatives will be educated properly as the customer requested.

Review: They continue to bill me for security services at a location I do not live at. asking them to stop they say that they cannot. This house now has renters in it and I am not paying for this as the renters do not want it.Desired Settlement: I would like them to stop billing my card, I no longer have the services as I have moved and am no longer at the location they are billing me for.

Business

Response:

A 5 year contract was signed in 2012. You may either pay for the monitoring monthly or the contract allows you to pay a 90% buyout on it. Its is not cancellable.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not sign a 5yr contract.

Sincerely,

Business

Response:

I have attached the agreement. It's for 60 months.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not live at this address anymore, I was a renter and the owner of the current location I am in already has a security system. I do not want to be charged anymore due to this being for a different address where I currently live. You are not providing me the services as I am no longer at that address. If need be I will have my lawyer contact you regarding this matter.

Sincerely,

Review: We were contacted by a home security company (cold called), and offered an update of our system. They came to our house, evaluated our system and offered new keypads, wiring of our back door, and wiring of several windows. NO WORK WAS PERFORMED AT THAT TIME. I enrolled in a contract, and a deposit check was given for $29.99. Never did we authorize an auto withdraw from our account, which was from that point forward initiated from my account. To pay for the installation services and monthly monitoring fee. We were told that these services would be performed in several days. We never heard another response from the company. I tried to contact them, but they were unreachable after several calls. I have since been working to cancel this contract. NO SERVICE WAS PROVIDED, and NO COMMUNICATION. I have reached them on several occasions and they tell me that they are trying to work through the problem, by talking with the contractor that came to our house, but I have never been called back. The only communications is from my side. I have been billed over the last 3 months. AGAIN, never did I receive any security system upgrade, I just got swindled into signing a contract for services. I have placed a STOP PAYMENT on my account to prevent these monthly automatic draws, and now have received a threatening letter from them that they will be billing me directly and that there will be penalties if it is not paid. The unfairness of their evasiveness in trying to resolve this is trying depressing.Desired Settlement: We have been billed four $29.99 monthly fees. Only 3 were drawn from our account, the fourth was STOPPED. We never authorized automatic withdrawal. I would like refund of the $89.97, as NO SERVICE WAS EVER DELIVERED, nor have they returned our communication with them. I have repeatedly worked to cancel this service, as they have never upheld any part of their agreement. I now have NO TRUST in them as a security company. And, a letter stating they will no longer attempt draws from our account. Lastly, an apology for their complete lack of professionalism in dealing with a client.

Business

Response:

THE CUSTOMER HAS BEEN RELEASED FROM THE AGREEMENT, WITH NO FUTHER OBLIGATION TO THE COMPANY. A REFUND CHECK WAS ISSUED TO THE CUSTOMER, IN THE AMOUNT OF $59.98, FOR MARCH AND APRIL. MAY'S PAYMENT WAS RETURNED FROM THE BANK.

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. My only disappointment is that I was also billed $29.99 for Februrary, which they did not refund. It has been such a hassle communicating and contacting them that I really don't care any longer, just want to be done with it. I appreciate your assistance in closing the matter!

Sincerely,

Review: I spoke with someone in the past on this and was assured it was taken care of. Now, again I have been trying to get assistance with this past acct. that I do not owe this balance. I cancelled the services with no balance due, and I now have something from them showing on my Credit Report. I cancelled in writing on the acct. for 90 days before the actual cancellation date to be sure it got cancelled and I still received a bill every month afterwards for several months, calling them in which they informed me it was taken care of. Please help me with this.Desired Settlement: I am now to the point of seeking mental, and physical compensation because of the stress, frustration, and time I have dealt with in trying to get this addressed. I have all paperwork of talking with numerous people with no success.

Business

Response:

The two credit bureaus, [redacted] and [redacted], have been notified to repair any adverse credit reporting, from SHS. SHS does not have an account with [redacted], therefore we can not report or repair anything they may have pick up from the other bureaus. If it is on [redacted], please dispute the reporting on line, and they will be advised to remove it. The account has been closed. The returned bank payment caused a debit, which caused the negative credit reporting.

Review: I purchased a security contract with this company for a period of three years. The service is unacceptable. The alarm malfunctions at least twice a month which causes me to be on the phone up to a hour or more trying to reset the alarm through customer service. When the alarm totally malfunctions, it takes 7-10 days to get an appointment for a technician to come out. On 8/31/15, I requested that a technician come out to fix my alarm and I was told that my account was past due and that they would not come out until the bill was paid. I received the bill on 8/27/15 stating that my bill was due 0n 9/15/15. if I was past due for September 1,2015, I requested service one day before. On 9/5/15, I received a letter stating that I was 30 days past due although my bill was due 9/15/15, and did not expire until 8/31/15. I then contacted a Ms. V** who informed me that I could not receive service until the bill was paid. On 9/15/15, I wrote and faxed a letter to Ms. V** and requested that she cancel my contract and I would pay the balance due. She then advised me that I was under a three year contract that I could not get out of no matter how bad the service is, unless I pay the balance due for three years. This is completely wrong and its causing my anxiety and blood pressure to rise.Desired Settlement: I would like to get out of my contract for unacceptable service or receive much better service.

Business

Response:

When the customer called in for service, they had a past due balance. They have since paid their bill, and we can now set service. There were no previous calls in regarding service problems. If the client has service problems, we ask that they call in to set service before they stop paying their bill. Once they go past due, we can no longer set a service call. This will avoid this problem in the future. They report a service problem and answers to all questions by calling ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not complaining about my last service request, when this company claimed to deny me service because of a past due balance, but all of the prior service request which they claim to not have any record of. It's very convienant that they don't remember or have any record of my service calls. I am still requesting that my contract be canceled. This company is a pitiful excuse for security. I would not recommend anyone to buy this service, and I'm sure that I'm not the only unhappy customer with similar problems.

Sincerely,

Business

Response:

The client had a past due balance when they called in for service. Now that their past due balance is paid, we would be happy to set a service call and repair any problems the customer is having. That is what we are willing to offer. The account will not be canceled.

Consumer

Response:

Review: 10834748

I am rejecting this response because: I paid my bill on 9/30/2015 I was told that I could make an appointment on the 3rd when my payment went through. I called on the 3rd of October, and was told that I had to wait until the 22nd of October to get someone to come out and fix my alarm. This is unacceptable. I shouldn't have to wait 3 weeks to get some service. I feel that SHS is purposely making me wait because I filed a complaint. This is the kind of service that I am complaining about and if they can't service me within a reasonable amount of time they should let me out of my contract. Not play power games with me.

Sincerely,

Business

Response:

We apologize that a sooner appointment was not available when you spoke to the service writer. We would never purposely make a customer wait. There would be no reason to do that. If the customer wishes, we can schedule a service call and they would be promised the next available time slot.

Review: I brought an alarm system for my home on 1/15/15 the rep explain will have 6 months free/ and my bill will be 64.99 . the system didn't work call off the person send me manual when I received the manual it was not for the system I have I call many times left message no one call me back ,(###-###-####) first number I call then I started calling ###-###-#### left message for a Kelly A[redacted] no call back/around June my bank advise me that my credit card might had been compromise I got a new credit card call again to give new information still no call back //finally I got a person this month who only wanted my bank information but wouldn't help ,at this point I told the person I wanted to cancel my account for no service provided ,today I got a bill for 300.00 for service which I didn't get I call the a few times and all they wanted to do is threaten me, something needs to be done when they take advance of the disableDesired Settlement: cancel of this service

Business

Response:

The customer recieved 6 months free. If he pays for August and September we would be happy to service the system. This has been explained by at least two different staff members in the past 2 weeks. We are not cancelling the contract.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

I don’t agree with this company, I tried to get in tem the touch with this company during my free trial to inform them that we couldn’t arm the system, never got an answer from this company. I call this company again to find out how to arm this system using our cell phones again no answer This system has not work since it was install in my home, we couldn’t alarm the system /the system has never been alarm so how are they to charge us for monitoring when system couldn’t be alarm? I’m a disable person Its to my benefit to have system working This company has no concern for disable people or their customers.Sincerely,[redacted]

Business

Response:

Again, we are happy to service the system but we are not cancelling. This was installed 8 months agao and we are well beyond any recission period. Please call [redacted] to set service.

this company uses third party vendors to viciously harass you on a daily basis. even if you tell them to remove you from the calling list. I tried everything to get them to stop but they still continued. I could not get a returnable phone number or legitimate company or contact name. I finally set up an appointment with an installer just so I could get the name of the company using the third party vendor. A company that uses this kind of tactic in such a harsh way to make sales is criminal. After contacting safe home security, they denied using any third party vendors to make sales calls. Would you want a company like this protecting you home and loved ones.

Review: 1) Our contract was altered by the dealer after we signed it. The dealer took the entire contract with him, and changed the term length from 36 to 42 months. SafeHome refuses to acknowledge that an altered contract is not legitimate.2) SafeHome Security subcontracted our monitoring to another company, [redacted] This company called us to report that our alarm was going off. We both missed the call. 10 minutes later, when I returned the phone call, they offered to have police dispatched. They should have dispatched police after not getting in touch with us. We were obviously NOT protected during this time, and the monitoring service we're paying for is not being provided.3) At a different time, our alarm went off, we answered and let them know that it was an accident and they dispatched police anyway.4) Each time I have reached out to SafeHome, I have been met with either a voicemail box (and if I leave a message it will not be returned) OR an incredibly rude customer service rep who clearly states "we cannot let you out of your agreement, we would lose money and we just won't do that."5) SafeHome continually refuses to admit any wrong doing and only blames other companies for these issues. We pay SafeHome and we feel that they are responsible for any negligence on the part of a subcontractor.6) SafeHome has offered us with two unreasonable solutions, they are:a) Pay $400 to "buy out" the remainder of our contract (this is through the 42 months, not the 36 that we agreed to). b) They offered to lower our rate (if we would sign another 3 year contract with them).6) We have been threatened with collections each time we discuss the unreasonable buy out policy. Each customer service rep has assured me that if I don't pay the $400, they will send it to collections and then I will have a black mark on my credit report. And then, in the most condescending tone tell me that they're trying to "help" me by forcing me to pay this now, before it goes to collections.

Product_Or_Service: Home Alarm/Monitoring Services

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We have sent in a check for $397.00, the buy out amount, ONLY because we refuse to jeopardize our credit. We want this check destroyed, or refunded immediately. We would also like to be let out of our contract (which we are paid up on).We have been paying for services not provided, and feel that SafeHome has failed to uphold their end of the contract, so we should NOT be required to fulfill ours. We have not received the services they were supposed to provide.

Business

Response:

Contact Name and Title: [redacted], VP

Contact Phone: ###-###-####,ex[redacted]

Contact Email: [redacted]@safehomesecurityinc.com

The customer only pays 36 months on this contract because 6 months were given free of charge extending out to a total of 42 months. The buyout quoted is only for the 36 months owed in total minus what has been paid to date. Once an account is past due more than 30 days it is already handled by the collection department so it would not be sent there. All accounts we have are credit reported monthly. We have no notes regarding monitoring center not dispatching police for actual alarm. If this is the case please provide us the date and time and I will review further and respond. The buyout offered stands as is. Once received we can cancel your account.

Consumer

Response:

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

1) Again, I understand that 36 months + 6 free months = 42 months. However, this is not what was written on the agreement when we signed it. Our agreement should have been through February of 2014. Furthermore, the dealer took the agreement with them and altered it, and then later mailed us a copy. So, no - we cannot provide any sort of "proof." However, it is obviously altered on the paperwork.

2) We have called and informed 3 different SafeHome employees about the monitoring company did not dispatch police to our house. How is this not noted on our account? This happened in March or April of this year. The monitoring company claims that we gave the "All Clear." This information is not true. We called them back over 10 minutes after they called us. Again - how would you suggest that I prove something like this? I can't prove a non-event.

There was no settlement offer to accept, they cashed our check IMMEDIATELY. It's absolutely the fastest we have ever seen this company do anything.

Business

Response:

Again,

A settlement offer was made and accepted and the account is now closed.

Review: The company promised security of my property. The security system didn't work properly from day of installation. Multiple calls to Safe Home security only produced promises of a repair. No [redacted] showed up. Weeks later when a tech finally showed up. The tech claimed a faulty installation with improper sensor on the door was to blame. The tech had no parts on hand to correct it. Weeks went by with calls to the company. No results. After another unpleasant call to the company another tech finally showed up. Again unable to repair. I requested he remove the system completely. After a call to his superior he refused and left. Again a call to the company revealed no solution. I stopped paying for the services. Had my credit card company contest the bills, Safe Home Security did not respond to multiple attempts to resolve the issue by [redacted] granted my complaint and discontinued payments to Safe Home Security. The Security System hasn't worked in a year. Yet Safe home Security continues to harass me for money with threats of leans and credit damage.Desired Settlement: To dissolve all connection with Safe Home Security, Dissolve any money claimed to be owed to Safe Home Security and/ or it's affiliates, Safe home security to remove /Repair any damage to my credit due to their filings or actions. For Safe Home Security to never contact Myself or my Business Again. Other than a written official letter of the agreement to conform to the above within 30 days.

Business

Response:

Good morning [redacted], I’m responding to [redacted] of our Revdex.com complaints # [redacted]. When this account was first installed there was nothing wrong with the equipment since all signals were verified through our central station. On 9/10/14 our Customer Service Rep tried contacting the customer to schedule a service call but got customer’s voicemail instead. On 10/30/14 a service call was scheduled for 11/10/14. The tech arrived and had to call our office due to the customer screaming at him to remove the system off the wall. Customer didn’t want service or for our tech to send signals at all. Our Technical Manager told the tech to leave premise. On 6/11/15 our Collection Rep got hold of customer due to having a past due amount and immediately started screaming at our rep. We have tried several times to service the customer but we were unsuccessful. The customer is not-in-rights to cancel and we are going to pursue our agreement. Should you have any questions please feel free to contact me. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Please note there was no screaming. This was the third tech to come out. each being days to weeks later than the scheduled date. there was no contact by safe home security until I called the president or whom represented themselves as the president. The tech was supposed to be here to make repairs on a system that would not set due to a door sensor. 3.5 weeks earlier. When the tech arrived he could not fix it due to not having the correct parts, stating the wrong sensor was installed. At which time I requested the alarm be removed from the building as repair service was never correctly performed system did not and does not work to this day. Each time I've reached out to safe home security the contact person has bean different. Each stating they could help me that they were sorry for my dissatisfaction but I had not spoken with that person and they would bring satisfactory results Each resulting in the same experience. A non working alarm system. there has been no effort to repair the system or other. only to collect money for services never rendered. Of all the business' I've had interaction with in my 51yrs of life Safe home security is by far the worst.

Sincerely,

Business

Response:

Here is my 2nd respond to this complaint. The customer must call our customer service department and schedule an appointment for our tech to go and fix any issues with the system. As I stated on the email below, our tech went to the premise as scheduled but customer did not cooperate with our tech. Safe Home Security will pursue the agreement. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Once Again the system never worked, Their service techs showed up weeks after the scheduled service date , Techs left the premises with out making repairs , Months later A tech was sent out showing up two and a half weeks after the scheduled date. At which time I requested that the system be removed . The tech contacted the dispatch after a short conversation refused to do the removal , Gave another diagnosis of improper installation and left. The system has never worked nor does it work now. Safe home security has never contacted me with any suggested repairs to make the system functional. only efforts to collect moneys for services never rendered. Because the system has never worked Safe home security has not met their obligation to the contract but insists I meet mine. Again I will not be satisfied with anything other than the resolution I've requested in my first complaint.

Sincerely,

Business

Response:

I’m responding to this Revdex.com again. We are not releasing the customer from our agreement. We are going to pursue the entire agreement. Customer refused to let our technician do his job. As I indicated below. If customer needs service he must call our service department. Ty,