Safe Home Security, Inc.

Revdex.com:
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,
[redacted]

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.

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

This is an absolutely INCOMPETENT business! I have had an account for 7 years and not only had a technician call to tell me he couldn't show up at the last minute, after I had taken vacation to be there. Then a second time, I CALLED to confirm the install. To my surprise (not really), there was no install scheduled. To add to the insult, they actually talked me into upgrading my contract from 34.95 to 54.95 and waived me for one month. They ALSO did not inform me of my options. I was told that this was a 5 year contract. I was NOT told that this could be a 3 OR 5 year contract. Then I was billed the first month after being promised a waiver of the first month. This company does nothing but lie and generate a bill. DO NOT sign a contract with this company. I have seen absolutely no proof that they do anything except automatically bill your account. You will not receive phone calls or invoices, and you WILL be automatically renewed at the end of your contract if you do not call them to cancel it. They do absolutely NOTHING to protect you.

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: 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: Dear Sir/Madam,

I’m a Connecticut native living in Florida and have been put through the ringer with a company based out of Cromwell named Safe Home Security (Account number [redacted]). I originally signed up for their in-home security monitoring in 06/07 and have tried to cancel this account for the last 2.5 years with no progress. They have been billing me (Accrued to $999.15), reporting a non payment to the credit bureaus and insist on harassing me multiple times per week. Safe Home Security indicated that I had signed up for an auto-renewal for an additional 3 years however when I requested my contract with a signature reflecting this provision they have not provided me one. When I explained this to every representative the common thread of retorts to my contract question is: “Well you kept paying it so we kept billing you”. This is an unacceptable answer to a more than reasonable query. I have tried numerous times to reason with supervisors, directors, and managers of this organization to no avail and am confident that Safe Home Security prays upon individuals such as myself.

#1) I did not sign off on an auto-renewal provision within the contract. I have asked numerous times for my signature that reflects that addendum and it does NOT exist.

#2) Safe Home Security has irreparably damaged my personal credit showcasing charges and amounts that are unjustifiable and illegal. This has already affected me personally and professionally and has lowered credit score by more than 70 points.

#3) They are unwilling to resolve this without me paying a total bill of $999.15.

#4) I have since moved from the address in question for more than 18 months.

I appreciate any help that you could possible assist me with here, I’m at a loss in numerous ways and I’m not sure which direction to head to next. This company should remove any charges, amend my credit report with all 3 credit bureas and refund any charges that have been paid after the lapse of the first contract. Simply letting companies like Safe Home Security operate utilizing practices that are unsafe to the consumer is not only irreprehensible but unsafe to the general public. They have multiple licenses in multiple states so their victim list I’m fairly confident is miles long. Please let me know if there something else that I should be doing however I’ll be sending similar letters to the FTC, The Attorney General (Both Florida and CT), Consumer Affairs Division (Florida), The Revdex.com (Florida and CT) as well identifying a contingency based law firm in CT. I need help here but more importantly, your department and other regulatory agencies need to be made aware of the practices of Safe Home Security. (55 Sebethe Drive, Cromell CT, 06416).

Thank you in advance,Desired Settlement: 1) Bill to be fixed reflecting zero balance

2) Letter of credit repair to all credit bureaus

3) credit repair and monitoring ensuring fixes

Business

Response:

The customers account was closed on 10/28/14, with a zero balance. A credit reapir request was put through to [redacted] and [redacted]. If it appears on [redacted], please go on line ad dispute the reporting, which will be sent to SHS via [redacted]. We will advise at that time to remove any adverse reporting. We apologize for any misunderstanding or inconvenience this may have caused

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 as long as Safe Home Security provides me the same information with company letterhead in writing coupled with proof of correspondence to the credit reporting agencies. Thank you so much for your assistance 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 originally signed a contract with [redacted] who was a company that provided home security services. They escrowed monthly payments out of my bank account. Services were going well, until the wireless thermostat stopped working. I called the company many times and no one answered. Because I was unable to get a hold of someone in customer service, I cancelled my credit card, so the payments stopped. In June I received a bill from Safe Home Security Inc. stating that I owe 387.95. They are wanting me to pay from July through October 2013, a total of 387.95, including a warranty fee of $30 dollars. On July 9, I called the company and spoke with a customer service representative. I explained to her the situation, as stated above. The rep explained that they had a lot of issues with [redacted] and they stopped doing service with them. I asked how come I was not informed about this, and the rep stated that they did not have to inform me about the changes. I asked then how else would I have known where to call if I had issues with services and got no response. I attempted to get the problem resolved by asking to down grade my services because I no longer needed the extra upgrades that included a security camera and wireless control of the thermostat. The rep refused to downgrade the services because I had signed a 60 month contract. I explained that the contract was signed with Immota and not their company and furthermore, [redacted] breached the contract when they did not provide the services they agreed to (i.e. not being able to get a hold of someone to come and fix the thermostat). I explained that I no longer wanted to do services with them since they also failed to inform me that they were taking over [redacted] and the rep stated that they will continue to bill me for services that I am no longer receiving.

Product_Or_Service: home security monitoring

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to break the contract because [redacted] and Safe Security never informed me that they were taking over the account and they failed to provide me with the services they promised.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Contact Name and Title: [redacted] CS Mgr

Contact Phone: XXXX-XXX-XXXX X1132

Contact Email: [redacted]@safehomesecurityinc.com

Customer did refuse service when the service rep told her that we could fix the system. We can remove all the finance charges and late fees on her account. In addition I would like to downgrade the system package from Alarm.Com Gold Interactive to Advanced Interactive by taking away the camera monitoring which will be a substantial saving per month. If everything is approved by the customer I will send her a new agreement with her new rate without extending the agreement term

Review: reporting erroneous information to my credit report contract ended in Nov 12, began reporting me late in Jan 13

I am writing to file a complaint against Safe Home Security for fraudulent reporting on my credit history done with a deliberate intent to harm me and to ask for your assistance in getting them to stop reporting me as delinquent to the three credit reporting agencies and to immediately remove the inaccurate reporting from my credit report.

My account with SHS ended in October 2012 (see attached) and in January 2013 SHS began reporting to the three credit bureaus that I was delinquent on my account and no such account exist. This needs to stop and be corrected.

I properly (in writing) cancelled my contract with Safe Home Security on July 1, 2012. The contract required a 60 day notice in writing and I did so.

When I called to discuss the termination, I was treated horribly and there were numerous attempts to intimidate me into continuing the service beyond the contract period. Attached is the final email trail on July 20, 2012 in which I fully confirmed that I would not continue to use their service once the contracted period was over and asked them to stop contacting me either by phone or in person as they threatened to send someone to my home.

I appreciate your attention to this matter and all support you can give me in speedily resolving and correcting this matter. I look forward to hearing back from you. If you need to, you may contact me at [redacted]

Sincerely,

[redacted] M. [redacted]Desired Settlement: I want them to correct the erroneous reporting with all three credit bureau by removing that reporting data so that it no longer shows up on my credit history and to stop making any report about me. I want this to be done immediately.

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

SHS does not erroneously or fraudulently report any customer credit, with deliberate intent to harm any customer.Secondly, this is the exact letter that was sent to the CT Attorney Generals office, to which we replied the credit was not showing it had been reported but we would follow up to make sure it was not.

Consumer Response /* (3000, 7, 2013/08/01) */

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

I do not accept this vague response as acceptable. They are denying what is completely evident and my chief complaint. That SHS falsely and erroneously reported to the credit bureaus that I was their customer during a period they I was not and that during that period I owed them but did not pay them.

This answer provided no concrete steps for rectifying this matter nor does it give any indication that SHS will act with integrity and make and immediate and speedy correction to its defamatory reporting of me.

I called to ask for correction and was met with a mocking attitude that nothing would be done. This response and its failure to offer specific, timely action is simply an extension of my experience with SHS and continues the same shenanigans that started whem I notified them of my intention to endy contract. The only satifactory response is one that acknowledges I paid per my contract and my contract ended and was fully paid as agreed through Oct 2012 and that they will immediately remove any reporting on my credit past that date. That means the report that has me ever late on paying whether 30, 60, 90 or more.

Business Response /* (4000, 9, 2013/08/02) */

A credit repair has been submitted. If it has been reported in error it will corrected

Consumer Response /* (4200, 11, 2013/08/05) */

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

When I called SHS the person I talked to said that their records showed I was their customer Jan-June 2013. I want them to affirm that I was not their customer. This statement says "if" there was an error it will be corrected. [redacted], their customer service rep told me there was no way their records could be wrong. I want SHS yo acknowledge that myccontract, which was paid as agreed, ended as of Nov 2012.

Thank you

Business Response /* (4000, 13, 2013/08/06) */

Desired Resolution: I want them to correct the erroneous reporting with all three credit bureau by removing that reporting data so that... (More) I want them to correct the erroneous reporting with all three credit bureau by removing that reporting data so that it no longer shows up on my credit history and to stop making any report about me. I want this to be done immediately

The desired reolution was for the account to be canceled and the credit repaired. that has been done. this is considere resolved.

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: 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: 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: 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'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: 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: [redacted] Dear Sirs:

When our contract runs out in February 2014, we want to cancel your service. Do NOT renew

the service contract.

We have made other arrangements. Do NOT call us on the phone. Do NOT bother us with

more sales information.

It is our right to terminate service and move on in our lives. Please respect our lives and

privacy.

Sincerely; [redacted]

Copy to:

[redacted] ###-###-####

FAX: ###-###-####

[redacted]Desired Settlement: Unspecified

Business

Response:

This account has been cancelled since November 2013.

Review: On December 10, 2012, I signed up for Safe Home Security(SHS) alarm monitoring service (also known as SecurityOne). At that time, I was told by the service dispatcher that my contract was for a 2-year period. But when I called them back for another issue, they told me the contract was for 3 years. I went back and saw that 36-months had been written on the contract. They had lied to me! On January 13, 2014, I decided I needed to upgrade my service to wireless so I could get rid of my landline. The installer came out to my home, quickly installed a wireless device, and it was done. He left me with no paperwork. After checking other companies, I found I was being charged almost double of what most other security companies charged, so in April of this year, I called SHS and asked them when my contract would expire. They told me my contract had been extended for another 60 months when I upgraded my service on Jan. 13. I NEVER have - nor will I EVER accept a 7-year contract for anything!! They never informed me of an extended contract and are trying to extort money out of my account for another 5 years! On April 10 of 2014 I called them back and tried to resolve the issue but they kept transferring me from one rep to the other. I was on the phone with them for over an hour, hoping for some resolution, when the manager said she needed to listen to the phone call between me and their customer service rep during the time when I requested the upgrade. They wanted to see if he told me about the 60 month extension (he never did). She said she would call me back when she was done, but she never did so I am writing to you for your help.Desired Settlement: I want Safe Home Security to take the 7-years off my contract and put it back to the original contract I signed on December 10, 2012 for 3 years (although they told me 2 years at that time) or cancel my contract. Also, if I stay with them, I want to pay for my service through my Banks Bill Pay service. I dont trust them to have control by drafting from my checking account. Any late fees, due to this pending issue, should also be eliminated until it is resolved or cancel my contract.

Business

Response:

I spoke with Mrs. [redacted] and I offered to bring her 60 month agreement that she signed, down to a 17 month agreement to where her original agreement would had expired. Mrs. [redacted] agreed for the increase of 18.50 which brings her rate to $48.49. All Mrs. [redacted] needs to do is pay $100.00 to Safe Home so we can recover the cost of the cell backup unit. Mrs. [redacted] declines paying the cost but agrees for the 17 months.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never agreed to an extended contract, as admitted by SHS. I also never agreed to pay for any equipment charges. If SHS had informed me of the extra costs and contract extension, I would have rejected their service.

Sincerely,

Review: Greetings,Prior to mailing my cancellation notice for my alarm system services, I was a customer of Safe Home Security for ten years. In January, I mailed a formal cancellation letter to the company, requesting to have my services cancelled effective my upcoming renewal of April, 2104. They received over sixty days to administer my request. I conversed with one of their retention representatives after the cancellation was received. I advised the representative that I do not want their services and would like to have my account cancelled effective the April renewal. He assured me of this, yet, on April 7, 2014, Safe Home Security drafted the monthly bill amount from my checking account and they were not authorized to do so. I called the representative I was conversing with previously to inform him of this and he apologized and advised me that it would take up to six weeks to have my money refunded back to me. As of today, I've contacted Safe Home Security several times and to no avail, no one will return my call nor provide me a status of my refund because again, they were not authorized to draft my account in April. Will someone please assist me or advise me the appropriate steps to take to obtain my refund? Any and all help is greatly appreciated.Regards,[redacted]Desired Settlement: I would like to have the $40.00 draft amount refunded back to me as Safe Home Security was not authorized after March, 2014 to draft any funds from my account.

Business

Response:

the refund was requested on April 7th, 2014. due to large volume of requests, it had not been issued to date. However, it was approved and it will be sent, within the next few days . Please allow 10 days for receipt.

Review: Safe Home security went into my checking account without my consent and illegally stole $847.00 on October 16, 2014. I did not give permission to authorize this transaction and I was not informed of any extra charges to my account other than my $42.00 monthly fee for the alarm system which was installed back in 2008.

I called Safe Home Security a few months back during the summer because I was trying o save money and wanted to cancel the service that I had since 2008. I informed the person I was speaking with that I had personally installed a camera system that monitored my house from the outside with video sirvalance 24 hours and day and recorded footage of movement and even took pictures and sent to my cellphone. One of the managers got on the phone and proceeded the ask me why I was canceling my service. I told him about my camera system and he played on the fact that I liked technology and asked me about my system. He asked me questions about what my system had and compared it to theres. I insisted that I just wanted to cancel the service and wanted to save money. He wouldn’t kept talking to me telling me about how elaborate their new system was using technical terms that I had no knowledge of and said that their new cameras where fancy and could be do more than mine and the new unit on they would install on my wall was touch screen and could be programmed with my houses heating and cooling and he would throw in a free moving coupon in the event that I should move I could take the system with me for free. When I still refused he lowered the price and said what if I could give you all this for the same fee your paying now. (somewhere along the line I think he spoke to me so long that I forgot the purpose of my call, to save money) I agreed to have this new fancy unit installed in my home because the manager I spoke with is a smooth talking con artist that made his product seem like something of the future that I had to have.

He explained it to me like it was really elaborate and fancy and impressive. (He pretty much kept me on the phone until I gave in and agreed to get the new unit)

He told me he was going to e-mail me a digital contract that I could E-sign and insisted that I e- sign it immediately so he can book an appointment for his installers to come out.

I e-signed the document and sent the digital contract back to the company. (I didn't even know this was possible btw.)

Days later the installers came out and had me sign forms before the began to install the unit. When they pulled the unit out of the box it was nothing like the way the gentlemen on the phone had described. It was my old unit that I currently have on the wall with a tiny window (screen on it). Also the camera monitor the guy on the phone said I was getting was going to be mounted on the inside of my house. I told him I wanted an outside camera. The installers saw the disappointment on my face and asked what was wrong. I told them that I already had a sirvalence system that I installed myself and didn’t pay any money for I also told them that I originally called to cancel this service and that guy on the phone talked me into getting this stuff. He told me it was so fancy and new and state of the art and now that I see it there is nothing fancy about it. Plus I thought the camera you all where installing was an outside camera. and it wasn’t even a camera it was a sensor to sense movement. which I already had one up from the previous system. They asked me if I still wanted it and I said no. They contacted the guy that talked me into having the unit installed and put me on the phone with him. I told him that I didnt want it because it wasnt the way he described it to be and I didnt want the service anymore. He then informed me that the form that I e-signed had locked me in and I had 24 hours to cancel. I told him how can you give me 24 hours to cancel something that I never even saw. That wasn’t fair and I was tricked into paying for something that I called to cancel and already had and didn’t pay anything for. He told me if a already had it why did I agree to it. I told him that I told him I had it and he was the professional that installed these units and knew that it was something I already had and payed no money for and he talked me into having it installed. He pressured me into this agreement and now was telling me that my window to cancel the service had cancelled prior to me even seeing that the product was not as discribed. The installers got to my house I think 1 day after my window to cancel had expired.

He said that I had to get it and there was nothing I could do at that point. I told him I didnt want it and and didnt want the service at all and wanted to cancel all of the services because it was redundant for me to have my monitoring system that I pay no money for and this one which was the same thing and pay a company 49 a month for.

If you are a company in business and a customer has a service that you are charging a fee for but he pays nothing for it why would you continue to talk him into getting it. I didn’t know It was the same thing I had.

I told the gentleman that this wasn’t fair and I didn’t want the system. He told me look lets take a day or two and think and then he would call me back. I told him that I didn’t want the service anymore. The installers left that day and tool all their equipment with them.

On October 18th an overdraft alert came to my phone and I preceded to go online to see why my account was over drawn. Safe Home Security illegally went into my account without my permission and took out $847.00 for an equipment not returned fee. The same equipment that the installers took with them the day I didn’t get the alarm system installed.

I called the company on October 18, 2014 and spoke to a representative. She asked if I had returned the equipment that was sent to me but there was no equipment sent to me. The installers came to my house with the unit but never installed it.

The woman on the phone told me I had to wait till monday to talk to the department that handled the charges.

Please help me get my money back. I have a car note to pay and I do not have any of safe home surcurity’s equipment that they illegally stole from my account. I no longer want to be affiliated with them and hope that I can cancel the entire service without being hassled on monday. [redacted] Please someone help me.Desired Settlement: I no longer want to do business with this company and do not want them to have access to my personal account. I need my money refunded and my account with them terminated with no fees.

Business

Response:

The customer's money was returned to him and all parts were installed. As a resolution, we have reached a new agreement, continuing a prosperous business relationship for all parties.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

On October 21st 2014 I signed a contract with Safe Home Security that agreed to me paying a monthly fee of 34.99 for the companies alarm services. I chose to use my [redacted] card as a payment method because of a previous billing issue I had with safe home. On the night of November 21st 2014 as I was paying my [redacted] bill I noticed a charge from safe home in the amount of $909.99. My contract stated that I would be billed a monthly fee of $34.99. Where the $909.99 bill came from for a service that I just signed up for is beyond me. There was no agreement to pay for any equipment upfront or any agreement to payout the lifetime of any other contract. I don't know where Safe Home Security got this random charge from. I did not agree to pay this company $909.99 They did not notify me they would be billing my card an amount that was not agreed to per our contract. I DO NOT TRUST THIS COMPANY WITH ANY OF MY PERSONAL BANKING OR CREDIT CARD INFORMATION BECAUSE THEY PREVIOUSLY MADE AN UNAUTHORIZED AND ILLEGAL CHARGE TO MY DEBIT CARD OF $847.00 (which was refunded after I disputed with them for a month) FROM THIS COMPANY. I need this company to be removed from my life. I work to hard for safe home security to bill me astronomical, random, unauthorized and illegal amounts for no reason. This companies billing system is highly flawed. If they didn't have such a horrible system and they upheld there contracts and notified there customers of these outrageous and random charges they wouldn't be such a bad company to do business with. I can not do business with this company and don't recommend them to anyone.