Safe Home Security, Inc.

Review: I signed a contract in place of my mother's signature (she has Alzheimer's) for the monitoring of her alarm system in her house. The contract was for two years and expired Jan. 25th of 2013 unless a 60 day written notice was given. During the first week of Jan. 2014 my mother's health deteriorated and she required 24 hour nursing care. Upon her going into a permanent care facility I called Safe Home Security (Jan 12th) to cancel her monitoring service. I was told that 60 day written notice wasn't given therefore, her contract would be continued until Jan. 25 of 2015. Her house has since been vacated and sold. Mom has no funds to pay (Medicaid is in control of her finances since she is in the nursing home)yet Safe Home continues to deduct her monthly charges out of her account (Medicaid Services told me to have it stopped). I have made three calls to Safe Home and each call has been very business like (bad business), their response, "Sir, you signed the contract for her so you are responsible for her bill." I have thoroughly explained my mother's situation to them and sent them a written request for their services to stop but they still have the same response regardless of my mother's health and my offering to send records to prove the selling of her house and her permanent nursing home needs. Will I be responsible to pay for a monitoring service when her house has been sold and vacated since January 2014 since I signed in her place for her service? This may be "business" but Safe Home Security appears to have understanding or care for extenuating circumstances.Desired Settlement: I would request nothing more than for Safe Home Security to stop services and billing.

Business

Response:

The customer has met the primary term of this contract. We will cancel it. Please allow 30 days for the process to complete and ignore any correspondence or invoices received prior.

Review: We orginally had a home security contract with [redacted] and had signed a 5 year contract. However, last year [redacted] contacted us and indicated that we had no contract and they would like us to renew at a higher rate for another 3 years. We decided to switch home security companies in April of last year. We notified [redacted] of our right to cancel and we paid our contract through June 2013. We never received another bill from [redacted]. Last month we received a bill from Safe Home Securities that indicated that we owed them from June 2013 through the end of our 5 year contract which is September 2015. We have tried to explain our positiion and they refuse to honor the [redacted] cancelation and have confirmed that [redacted] never received subsquent payment from us.We have not used their services since April 2013 and do not think that it is fair that they are requiring that honor a contract that [redacted] was willing to let cancel. Please help us resolve this issue and allow us to cancel our contract with them and release us from payment. We are not trying to not honor commitments or pay for services rendered. This is a hardship since we will have to pay double since we have a contract with a new home securoty company. They are unwilling to compromise and are rude in their dealings with us. Thank you, [redacted]Desired Settlement: We would like to be released from the contract with no additional payment required.

Business

Response:

The customer has a 5 year contract through July 2016 which we purchased from [redacted]. We see no reason why it should not be honored. If the customer wishes to cancel they may pay a 75% buyout or $619.17 by May 8th, 2014 or the contract stands as is.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: On 3/8/2011 I signed into a contract with your company with the understanding it was the same contract my mother-in-law set up, I was thrown into the contract set up as my husband was out of town when the salesman came out. All I was told by my husband was that it would be the same terms as his mom, when what I thought was the end of the contract and tried to cancel the service I discovered that I had set up a 60 month contract. I feel that my ignorance was taken advantage of as my husband was not there to set the matter straight. I have written and talked to your customer service more than once and have only been told that the contract was for 60 months and I was stuck with it. I stopped payment of this service through my bank and according to the last letter from you I am now being turned into the credit bureau. I do not feel that this is at all my fault and want the contract cancelled and this taken off of my credit report.Desired Settlement: Report to credit bureau restored and cancellation of contract.

Business

Response:

The customer has a 5 year agreement signed in 2012. She must honor the remainder of the agreement or pay a 90% to term buyout. We are not cancelling this contract.

Review: I had signed a contract with safe home security for my previous residence. I moved out of that home in jan 2014 and they informed me they would transfer service and contract to my new home. Contacted company repeatedly in Feb and March 2014 to have them install services and never received a call back. On Mar 31 told that the person in charge of scheduling installs was on vacation and would be back "in a week or 2". Was told that no one else in company could help me. Informed them that I wanted to cancel service as they were not willing to provide me any service. Have been repeatedly billed by the company and have not been able to speak with anyone to remedy situation. Informed them that they no longer had permission to bill credit card (as I was instructed to do so by my credit card company who is also working to resolve dispute). THey continue to bill me, do not respond to my messages and have most recently billed me a charge of 136.27 with no explanation for the charge (my monthly charge was 32.09). I am working with my credit card company but despite putting a block on the company they have still billed me.Desired Settlement: I would like company to stop billing me since they are not providing any service to me.

Business

Response:

When a customer moves they have 2 options. They may move the system to the new home or pay 90% of the contract to term. The customer in this case has moved and owes 90% to close. Please contact us to make arrangements.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I wanted to continue service at my new residence beginning in Feb 2014 and tried multiple times to schedule an appointment for installation. I left repeated messages in the voicemail I was directed to. I spoke to a supervisor (th sonly name I was given was "[redacted]") on Mar 31st 2014 to complain and he said that there is only person in charge of scheduling and that the reason I had never received a call back was because "he is on vacation". WHen I asked about his return from vacation I was told "it should be in a week or two". I was told there was nothing I could do. I complained that I had been billed for both Feb and Mar with no service being provided through no fault of my own and was told there was nothing I could do. I asked to speak to someone higher up in the company and was told that the only person higher up is the CEO and "he will never speak to a customer". I informed [redacted] that he was no longer allowed to bill my credit card for services they were refusing to provide and that he could bill me by mail and that I would be pursuing my options. I called my credit card company and informed them of the situation and they blocked safe home security from billing my card. SOmehow they have continued to do so. THey billed me for FEB, Mar and APril the 32.09 monthly fee and in May billed me 136.27 with no explanation of what that charge is for.

Sincerely,

Business

Response:

We don't guarantee we can move a system. If we can we will if we can't accommodate your immediate need than 90 percent is due. The contract is very clear. There are many mangers available for you to speak with. Please call us and we will review your billing and let you know what is owed to cancel.

Review: Safe Home Security

Via Fax: ###-###-####

September 10, 2014,

RE: Account Number: [redacted] Cancellation of monitoring services for : [redacted] Please cancel the monthly monitoring services for the above-referenced account immediately. You have failed to provide a system that meets my needs and on that basis the monthly fee should discontinue. I am leasing the home and moving, as I have purchased and do not attend to continue using your services in my new home, nor authorizing the tenants to use your services.

I have made repeated attempts to get someone out to the house and make the system useable by my family. You can only enter from the garage there is no delay when entering the front door, or back door. We have a pet so the motion detector cannot be used and there is nothing tied to the window, so if someone comes through the window and leaves through it.

You are no longer authorized to charge my checking account, so discontinue automatic payments immediately.

Please call me on ###-###-#### or ###-###-#### or via email [redacted], if you have any questions. I welcome any opportunity to speak with you on this matter.

Regards, [redacted])

Homeowner

Cc: Revdex.com of [redacted]Desired Settlement: Unspecified

Business

Response:

The customer is not in rights to cancel. He may call us at ###-###-#### to set up a service call or he may pay a 90% buyout totalling $519.90. We have stopped teh automatic withdrawl and teh customer will now be billed quarterly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have reached out to them on several occasions to come out and make the system allow entry from all doors and add window sensors. They have promised to have a technician call and set-up a time to come out, this has never happened. I have called and sent out multiple letters still nothing. They even responded to Revdex.com without responding to me. Please ask them for any written correspondence to me regarding my letters and calls. Also ask them for a phone transcript or recording showing how they have responded to me. The only letter they sent was one telling me I cannot cancel.

I have since bought a new home and will be moving from that home. The alarm system will not be coming with me. I will never do business with this company again. The worst customer service experience I have ever encountered. I guess they what me to pay them for firing them as well. They should at least walk away gracefully, but no they want to be paid for their poor service. Pitiful!

Sincerely,

Business

Response:

We do not release phone or consumer records. If the customer is moving it's irelevant, they would be obligated to 90% either way. We could move the equipment to your new home for $199 but the contract would be enforced.

Review: I contacted Safe Home Security to cancel service. They require fax or email but I did both forms of communication. I informed them in both my faxed letter and my emailed letter of cancellation, that I am aware I owe 13 months on the current contract and will pay the contract in full. I asked them to contact me in regard to paying the contract in full. The above sentences makes this sound very simple but for 3 days of trying to get the right information just to send a letter of cancellation was very frustrating. I also had to deal with a customer service rep named [redacted] who turned out to be an absolute nightmare, which is why this probably still has not been taken care of correctly. This company has done nothing but argue when I have contacted them to cancel my service. I found out today that they still have not cancelled my service as I requested in writing 30 days ago. Due to the non-cancellation of my security system monitoring, they are still monitoring my security system along with the new provider I now have. I can't have two companies monitoring my home security system. I believe because of Safe Home Security not canceling my service and continuing to monitor my system after I began service with another company, it set off false alarms today after I set my system and left my home. Safe Home Security proceeded to contact all of the family and friends they had on record for my address, along with contacting all emergency services. The [redacted] department showed up at my house, along with my sons and neighbor but they didn't hear any alarms at my house. It was Safe Home Security who sent out the alert but there were not any alarms from my panel sounding, nor was there any sign of someone trying to break into my home. Also, Safe Home Security states they had an alarm from every door and window of my house. If the alarm had physically gone off and remained alarming, a burglar would not continue to try other doors and windows at 2 o'clock in the afternoon on a Sunday!!! With people in the neighborhood outside!!! And as I said, the alarm was not sounding when others arrived at my house. They only came to the house because Safe Home Security called them and reported that there was an alarm.Desired Settlement: Safe Home Security needs to follow through on my request of 30 days ago. After what happened today as a result of Safe Home Security not doing the right thing after receiving my cancellation request, I think they need to waive the remainder of the contract. Their actions, or rather inaction, created a stressful and panicky situation for my sons and neighbor today. It also created a situation that brought the [redacted] Department to our neighborhood over an non-emergency when the officer could have possibly been elsewhere dealing with a true emergency.

Business

Response:

Safe Home Security has closed the account with a final payment received in the amount of $419.88.

Review: On 11.14.2014 I spoke with a sales/customer service associate [redacted], who was not helpful to begin with so this is how I was put in touch with [redacted] on 11.17.14, both times when I spoke with both women the price was $46.99 which was a 2.00 raise in price than what we were previously paying but the way they sold it was that we would not have to pay for batteries or service repair (this is also probably a lie since the batteries didn't give out way past the contract written over 7 year ago they know this but this is another way they can rip off the customer) but on the phone I agreed to the amount of 46.99.

However when the maintenance associate [redacted] arrived on 11.21.14 with new fresh batteries, the agreement he handed me was written by [redacted] (not sure if this is the same person or not) which had an incorrect amount than what was indicated to me / and agreed to over the phone, 11.21.14 was later in the day and a Friday and the company would have been closed so the next best day I could reach them successfully with the three hour time difference was at 9:30am on 11.25.14 and spoke with [redacted] Billing department who transferred by to [redacted] again the conversation ended with that she would send out a new written agreement with the amount agreed to over the phone of $46.99, this arrived on 12.1.14 in my mail box I read it and signed it on 12.03.14, the pink copy or rather the customer copy is less than desired since I couldn't even see the amount written on my copy so I copied the companies copy before I mailed it to them in my own envelope on 12.4.14, because they failed to provide me with an envelope. I find out later that they actually drafted 47.99 on 12.17.14 bank account (they haven file) this again was not the agreed to price so I called but again the three hour time difference its hard to get a hold of anyone when you have a job. I emailed [redacted] to find out what happened, however the end result is that they are holding me to the original incorrect pricing of 47.99 because the Say They Didn't Receive the new agreement with 46.99 they would rather blame the customer or the postal system, its been over a month and 15 days before they drafted it thats why I sent it back so quick, because I didn't want them to draft 47.99 but look what happened any way. They keep saying that they are trying to help me but its not true I am helping them by fixing their mistake, they continually want to send me a new agreement by email or mail, I offered to scan and email the copy of the agreement with the 46.99 amount but they declined saying something to the affect that it would not be a binding contract, but yet they want me to digitally sign another agreement for 46.99 that I have a feeling that will not be the same and will continue to MISLEAD me into believing what they say to me but its really hard since 11.21.14 when I mistakenly signed the one that had the incorrect fee of 47.99 because I thought they would have done right by me and I foolishly believed them, never again. they were probably expecting me not to notice so they could continually draft the incorrect amount. And why couldn't this have been offered on 11.25.14 when I spoke with them OR why was the incorrect amount listed in the first place is their MISTAKE ...sorry im not yelling at you ... this is so annoying that a company can get away with ripping off the customers is beyond believe....Please help thank you and have a wonderful dayDesired Settlement: I would like to cancel the 47.99 agreement as I feel that we have been mislead from the beginning and that the company is trying to rip us off by giving incorrect amounts.

Business

Response:

As soon as the mistake was brought to us, we offered to rectify it. We sent the client a new agreement with the $46.99 rate. We failed to receive that back. When we advised the customer that we did not receive it, she began to accuse us of "ripping her off" and would not allow us to send another one to rectify the issue. We apologized that we do not know why it was delivered, and offered to send her another agreement. At this point, if she signed and returned that agreement, this issue would have then been rectified. In an effort to satisfy the client for her inconvenience, we even put a 1 month credit ($47.99) on her Safe Home Security account. I am not sure why the client thinks that we are dishonest about failing to receive her agreement. On 1/6/15, the client again refused another agreement to be sent and stated that we "needed to find the one she sent." Unfortunately, we have no way of knowing that one was sent, and if sent correctly. If the client feels that strongly about that particular agreement, we suggest she contact the [redacted] as they would have been the method of delivery. The month free that we issued, postage, and man hours that have been spent to resolve this issue has cost us much more than the $1.00 a month the client claims we are trying to "rip her off" for.

Review: Safe Home Security has failed to correct billing error on an account that was transferred to a new address. There have been many conversations with SHS over the incorrect billing which have had no result. SHS has ignored all requests for a review of the circumstances involving the transfer of their service and have made a derogatory statement on my credit report. They reported that I owe $1,212.00 when in fact nothing is owed and the account is current.Desired Settlement: Cease and desist from predatory harrassment activity and delete the negative post to credit reporting agencies.

Business

Response:

The account in question is an old account that was not closed out, due to sn outstanding balance. According to the customer, this was suppose to be canceled, due to opening another account with SHS, at another location. While the notes do not reflect that, we will take the customer at her word, close the account and put a credit repair through.

Review: On 06/02/2015 I received a an alert that an inquiry was made by this business without my knowledge or permission. I have never done business with this company nor I have ever had contact with them. I do not know why they made the inquiry without the permission to do so.

The inquiry was made to [redacted] ;

Company Bureau ID : [redacted]

IDesired Settlement: To expunge this inquiry that was made without right.

Business

Response:

It's not uncommon for verbal authroization to be made on a sales consultation for an alarm system. There is no way for us to pinpoint which representative submitted it, who authorized it, etc. Quite possible it was a mistake. The consumers only option is to go to the [redacted] website and submit a dispute and it will be processed through the official credit dispute process.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I called Safe Home Security to cancel their services and I was told that I needed to write a letter to the company and cancel in writing. I said that is not possible at this time because my husband had an accident just a few days ago and was just home from the hospital. I called again today to ask them to cancel, I was then transferred to another person who said that I had signed a contract and that I should have read the contract before signing. We have followed the contracts every step except for this one issue. She was very rude and would not let me speak.Desired Settlement: I would like to cancel their services by phone, and speak to a manager about their customer service department.

Business

Response:

All cancellation requests must be in writing. The customer can e-mail, fax, or postal mail us a notice of cancellation. There are no exceptions to this. It is clearly stated in her agreement that written notice of cancellation is required, and due to the service we offer and the liability involved, we cannot accept verbal cancellations. Once the customer sends in a written notice of cancellation, we can began the cancellation process and go from there.

Review: I am writing for my Mother that is ** years old; and was scammed by this company, at a very vulnerable time, when she was going through a lot of issues with her heart. She lived alone, and was stalked, when she returned home after a Dr's appointment. She did not hear well, and was approached trying to get out of her car and into her home. With all that said, the sales person talked his way into her home, in the pretense of this system, being the "[redacted] !

My mother signed the contract because he was persistent, and she had another appointment she had to be at, and it appeared that was the only way to get him out of her home.She told him to leave and cancel the contract. The following day the salesperson, returned pulling in behind her vehicle. She told him that she might be moving and he assured her that the contract could be canceled with No problem! My Mother never used this equipment except to call to see if it worked, but called 911 at least three times to be rushed to the hospital with her [redacted]!

She has paid over $1068.00 to this date. Her home was sold on July 20th, 2015 and she came to live with us. At that time, I wrote a cancellation letter and sent copies of the title and sale, per request of contract, paid another month as a cancellation notice of 30 days for August. I contacted Customer Service, and was told all was FINE and the contract was completed! I ask for a confirmation. When I did not receive a confirmation from SHS, but a letter with options, I contacted SHS customer service, two more times, I was put on hold and ask to return my call (giving the heartless CSR time to add $$ owed, by my Mother per their contract. The sum of $309.89 is said to be still due! My mother does not have extra dollars to give this company,three of her medications costs that much, each month! We have tried to do everything required, to honor the contract. The contract was blatantly, and falsely presented to my mother at a very vulnerable time in her life! She does not deserve this harassment or to be treated so maliciously!!Desired Settlement: I want this account closed as of today's date.

I am putting a STOP payment on this automatic deduction from her bank account today, August 13, 2015.

Business

Response:

The customer paid religously for 2 years and never brought up these issues. The contract calls for a 90% buyout clause. $309.89 is due to close.

Review: My husband and I have been loyal customers of Safe Home Security for about 10 years. The last contract I have on file was signed by my husband in February of 2011. Since that time, unfortunately, my husband passed away sudden and unexpectedly. After contacting SHS with the regards to his passing, they sent me a form to fill out, sign, and return I'm assuming because his name was on the contract, not mine. Instead of this simply being a change of name on the contract, which in my opinion is all it should've been, SHS said that I signed a brand new contract which extended the length of the contract. In early August of this year, 2015 I started calling SHS to inform them that since July the alarm system was not working correctly. The alarm would beep at random times; sometimes in the middle of the day when it was not even armed, sometimes during the middle of the night when it was armed and this would wake me in the middle of the night. Shortly thereafter, I dropped my landline. When I finally was able to talk to an individual and not a machine, I was informed that they would have to schedule someone to come to the house to service the faulty system and we also talked about a possible upgrade and at least case, would have to update the system to work with no landline. I called and left messages, they would call back and leave messages and I would call back and not often was I able to talk to anyone. Finally, I left a message and asked the employee to simply call back and tell me the date and time a service worker could come to the house and I would be here. Nothing was scheduled. Now, it's the end of October, I've gone over 2 full months and almost three and still no service was provided, but I was charged on August 10th, which nearly doubled my monthly payment, I was charged for the upgrade that I NEVER RECEIVED!! I never signed off on the upgrade either. So that's one issue. First, I never should have been charged the upgrade, second, I never should have been charged for a faulty system that was not working properly, and THIRD, I should not have been issued a new contract simply because my husband passed away; yes his name was on the account, but our last name is the same, obviously, we are husband and wife and our address which houses the system is the same and did not change. They are now telling my I am contracting until December of 2018 because they say I signed a new contract, but I thought I was simply signing a change of name on the account. The account number should have been the same as should have the initial contract. The contract should not have changed simply because my husband passed and I think SHS took advantage of his passing and my mindset in his passing. After going basically three months without a functioning system and trying to get someone out to service it, to no avail, I contacted SHS ( had to leave a message again as no one answers the phone, and told them I would be canceling my services and would be going with another company because I simply had to have a system that worked. They called me back, told me I had to write a letter as to why I wanted to leave the company. I faxed the letter that day, Oct 19th, and did not receive a letter back until November 2nd. The letter stated my contract would not expire until 12/24/18 and I had to pay through that date.Desired Settlement: My desired resolution and outcome would be to dissolve the contract with SHS effective immediately and not pay another payment. The system has not worked for several months and services have not been rendered!! I want out from under this company never to return!!! I think it's horrible the way they take advantage of people and the difficulty they make it to break away from their company.

Business

Response:

The customer's monthly rate did not change. No additional charges were added to the customer's bill. The customer did sign a renewal agreement with a name change. This was explained to the customer as an agreement was sent that clearly showed the length of time. The client signed and mailed back to us. The agreement stands. If the client is having a service issue, we would be happy to service her.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Clearly I should not have had to sign a whole new contract for a simple name change. My husband's name was on the agreement and upon his passing they wanted to change the name of the primary or the person on the account; that's all that should've happened; a simple name change should not have called for a new contract to begin at that point. All that should've happened was the contract continue where it was----the [redacted] name was on the contract which would include both my husband and myself----if not, why did they or were they able to cash the checks I wrote and not my husband---they didn't have an issue or problem cashing the checks written by me, why would I then by simply changing the name on the account be made to sign a brand new contract. I think it's sad, cruel, and unprofessional to take advantage of someone like that ( they simply took advantage of my husband's passing ) and I would like very much to continue to fight this and will continue to ask the Revdex.com for assistance, will be contacting the Attorney General's office, and will be contacting a lawyer. And I absolutely was charged a larger fee of $88.94 on August 10th via credit card which I had to pay and this so happened to be the price I was quoted as would be the upgrade fee; however, again, services were not rendered, I did not sign that agreement, did not receive the upgrade, but was charged and paid for the upgrade; so this was a lie!! My normal fee was $45.50 per month. This company is ridiculously unprofessional, as indicated by the tremendously numerous complaints against it. I want out of the contract immediately!!

Sincerely,

Business

Response:

The payments of the account have nothing to do with the agreement the client signed. No one forced her to do so. The term length is printed in bold, and the terms of the agreement are stated clearly. The customer did not have any questions. She signed, and sent it back. The customer willingly renewed their agreement when she put the account in her name. The contract was not signed under duress, and the client has agreed that she did in fact, sign it. The client's agreement stands.

Review: My Husband and I entered into a 36 month contract with [redacted] Security Systems by Safe Home Security Inc. on January 5, 2010. We decided way before the end of the contract that we did not want to renew this contract. We canceled prior to 60 day notice on March 28, 2012 via customer service telephone number. Customer Service acknowledged verbally that cancellation was given. No mention of written cancellation required to actually end the contract. On January 5, 2013 contract was automatically renewed for 3 years. Our signed contract states that Safe Home could only renew for 12 months if we did not provide written cancellation. How then is it ok to renew for THREE YEARS?On July 29, 2015, in going over our bank account statements we noticed that Safe Home Security had automatically billed us for security beyond the January 5 2013 end date of the original contract. I contacted Brian P[redacted] of Safe Home Security via the customer service telephone number. An email correspondence took place between us from July 29, 2015 until Sept 3, 2015 with no resolution. According to Brian: "unfortunately you didnt send your letter in time in 2012 and you account was sent into a 36 month renewal which at the time was legal and now is not." Since when is it legal to renew a contract for 3 years when the contract states 1 year maximum? Finally we learn Brian is not with customer service, does not want to provide customer service as he is a Senior Account Manager so it is not his job to help me as a customer. He referred me to the Billing Department if I wanted to ask for a refund. What a joke customer service is to this company.I have contacted the State [redacted] for both [redacted] and [redacted]. I received one voicemail from David R[redacted] CEO saying he doesn't show a customer by my name at my address. Doesn't mind taking money out of my bank account though with my name on it. None of my calls were returned after that. I have sent all contracts and docs to ** ST Atty officeDesired Settlement: I would like a refund of all money taken by Safe Home from my bank account from January 5, 2014 through Oct 5, 2015. 34.95 x 18 months = $629.10.

Business

Response:

The customer's signature on the contract confirms that they've read, understand, and agree to the terms. With that said, a refund of any amount is impractical.

Review: I purchased my home in Jan of 2014 through [redacted] and with it came a security that was with Safe Home Security. I am a Active Duty service member and was issued PCS(Permanent Change of Station) orders in 2015 to relocate from [redacted]. I contacted Safe Home Security in November of 2015 to inform them about this and that I would need to cancel my service due to being forced to move to another state. They stated they termination service unless I paid a fee, I stated that under the Soldiers and Sailors act that they needed to honor the the request. They stated that it was not an installment plan even though you pay monthly. I said well I am also selling my home. Safe Home Security then stated oh, no problem just send in your closing paper work and we will take care of it. I sent off the closing paperwork and then called them to get an update. Safe Home Security then stated yes they would close it, but I need to paid 90% of the payments still owed. I asked why no one informed me of this and that it is very dishonest how they keep changing their story. Why would I need to send of paper work if I had to pay a fee anyways.Desired Settlement: I ask that the company waive the termination fee.

Business

Response:

This has been settled. We offered the customer a reduced buyout and he accepted.

If you are looking for a company that will bill AFTER you have ended your contract, then this business is for you.. They are crooks and should be shut down for fraud. The service doesn't work half the time and then they want to charge you to come out and fix it. So when you've had enough of that and cancel your contract they continue to bill you. That's right for 60 day after. Then they tell you that it's their right to do so. I wouldn't recommend this place to my worst enemy..

This company does it's best to make it impossible to stop the service. They don't answer phone calls and when you leave a message it is never returned. Even after finally getting in contact with someone they come up with some fine print that says they don't have to cancel your service until 2 months after you are finally able to get them to stop the service. Then they try and offer incentives to stay with them that they didn't offer until you cancel the service. Their website is totally useless. After spending time trying to change things on the site that never actually happens you have to contact the company by phone which of course is usually not answered. They are expensive and their equipment is not up to date with what you can get from other companies.

Review: Back in Nov of 2011 we signed a 3 year agreement with the company for alarm system and monitoring. When install I had asked if we move will they move thesystem with us. They said yes verbally. We ended up having to move about a year and a few months into the contract. I scheduled them to come out and remove equipment about 2 weeks prior to us moving out. They did not show on that day, I rescheduled 3 different times no one ever showed or called. We moved out they never came to remove equipment and I lost access to the old location where the equipment was. I started to communicate with an acct rep named [redacted]. he apologized and I said at this point I just wanted out of the contract and that was it. He said he would work on it nad suspend payments until resolved. Months went buy and I heard nothing then I contacted [redacted] again and he said he talked to the VP in charge and got the ok to cancel my contract. Couple more months went buy and I heard nothing then started to receive collection mails and calls for missed monthly dues. I just now finally got in touch with [redacted] again and he said his VP was incorrect and my contract could not be cancelled and my only option was a 90 percent buyout. That is unacceptable and very poor customer service. They expect me to pay for all the months in dispute as well as the rest of the contract with no equipment or monitoring service at my new location.Desired Settlement: I just want contract cancelled and fees and fines dropped and I want nothing to due with that company anymore. My account was current up to the point I moved out and no longer had access to their service.

Business

Response:

At this point, the only option is for [redacted] to fulfill his agreement. The amount due to close the account is $655.84.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I dont think the company is standing by their word. I was tolf verbally when I had the alarm installed that if I moved they would move my equipment free of charge to my new location. When I had to move I called for them to come out and take my equipment out about two weeks before I had to move, That day came and went without a phone call telling me they could not make it. I rescheduled three times each time also not getting a response back from anyone. I called themonce more and told them the date I no longer had access to thehome and that day came and went with no response. At that point my account was current and I was told by [redacted] he would investigate and not to worry about the monthly payments and he would notate the account. I didnt hear back for a month or so so again I called and spoke with [redacted] again and after alot of phone calls was told by him I had two choices. First was have new equipment installed at my home or I could just walk away and have my contract cancelled. I chose the latter and after a couple of more months the next I heard from the company was from collections that my cccount was past due. After talking again with [redacted] he then said his VP denied the cancellation and I had no choice but to pay it off. I feel a comapany is as good as their word to their customers. The customer service was awful and I dont think they fullfilled what I was told. I just want to be let out of the contract as my account was perfect up until they did not relocate my equipment. I dont think it is fair at all after being told I could cancel then they go back on their word.

Sincerely,

Carlo Romano

Business

Response:

We are very sorry for any inconvenience but a verbal conversation does not supersede the legally binding contract.

Business

Response:

One does not have to own a property to enter into this agreement. The agreement does not state one is able to break this agreement without penalty due to sale of home, relocation, or death.

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 will make contact with them to arrange payment plan

Sincerely,

Review: I was told by the customer service reps at Safe Home Security that I had to cancel my contract 60 days before the end of the contract or it would renew for another year. I made multiple phone calls to SHS in January 2014 to speak to them about cancelling. Each time I was made to listen to several sales pitches in order to keep me as a customer. Finally, on January 24, 2014 I sent a written cancellation request because my contract was due to reset on March 26, 2014. I sent the cancellation request and received an email confirmation that it had been received. I also received a phone call shortly after stating that the request to cancel was received and was being processed. A few days later I received a hard copy via USPS stating that my request was received and being processed. Today I discovered that my bank account is still being debited by SHS for monitoring. Multiple calls to their customer service has resulted in a huge amount of frustration. I have been transferred to voice mail, put on hold, given more sales pitches, told that it would have to be reviewed first and finally hung up on by someone in the "cancellation department" by someone named [redacted]. This person actually tried to convince me that a written notice of cancellation isn't binding without a follow up call from the customer. That is nothing but outrageous. The customer service personnel do not even try to resolve the issue. Several people confirmed that my request was received within the time frame required to cancel, however, they state that they are unable to cancel the account effective March and refund the monies due me. I'm told that I have to wait for a review then wait for another review per the refund. This is completely unacceptable.Desired Settlement: I would like the account and contract cancelled effective March 2014 as per the written request received by SHS on January 24, 2014. I would like a refund of the two payments that were debited from my account in March and April 2014 after the contract cancellation request was received. I would like written confirmation that the contract was cancelled and no further payments are due to SHS and that no negative reporting will occur on either of the account holders credit reports.

Business

Response:

The customers contract ran through March 2014, which she owes for. She is only due a one month refund, for April, which will be issued. Please allow receipt, within the next 10 days.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: Received bill for services on 24 May, which was after the date that the bill was actually due. The company has added a late charge plus the amount due of $80.25. I immediately called the billing department to complain about not timely sending me the billing statement. The company representative stated that the late charge would be removed. I paid the $80.25 charge and according to my bank records the company deposited my payment on 30 May. However, I received a call from [redacted], of the Company's collection department demanding payment. I informed Mr. [redacted] that I had already paid the amount due, and I gave Mr. [redacted] the check information. Mr. [redacted] was rude and not receptive to anything that I told him. I call the Company's Billing Department and spoke with [redacted]. I sent Ms. [redacted] the copy of my banking document, showing where Safe Home has received the payment and deposited the funds. Ms. [redacted] told me the matter would be taken care of. I received a letter from Mr. [redacted] on 9 June, stating that that I have be reported to several Credit Bureaus due to the past due amount not being paid within 30 days. Also, the amount had been increased to $91.45. I have paid Home Safe Security the amount due as soon as I receive the charge for services. I use my bank services to send payment to creditors, since it the most speedy and trustworthy way to pay my debts. I feel that Safe Home does not understand or does not care that mistakes made by them can have a adverse impact on a customers credit rating.Desired Settlement: I would like proof from Safe Home Security that this matter has been resolved, in writing. I want confirmation that my Credit Rating has been repaired and my payment for services has been accurately posted.

Business

Response:

Attached please find your profile showing a zero balance. We will submit an update to the 2 bureaus we report to TransUnion and Equifax listing your account as paid never late. Please allow 7 to 10 days for this process to take effect. There is no proof of it as we submit electronically. Save this for future reference and reach out if there are any further issues. Our deepest apologies.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I'm one of those unfortunate customers that Safe Home Security bought with the purchase of [redacted]). My contract (If needed I have copy of contract) with ** was for one year starting at May 12, 2012, which per contract terms I sent them 30 days written notice on April 05, 2013 to end the service by May 11, 2013, which later I called and confirmed that in fact they have received my letter and account is closed, however their office did not close the account till April 29, 2014 (Whole one year late), and reported to credit bureaus of late payment for 11 months starting May 2013 -March 2014 (If needed I have [redacted] report), which has really affected my credit negatively and I have been refused by creditors for any new transactions or given high interest rate offers due to negligence of Safe Home Security e.g. buy new cars, and refinancing my home. Seems I'm not the only person affected by this adverse act of SHS office and there are more people like me as mentioned by Customer support rep.Please help in resolving my credit issues as this has effected my life very negatively and is costing me everyday. I have attached 1) Copy of contract 2) Letter to cancel service 3) [redacted] reportDesired Settlement: Safe Home Security should contact all Credit Bureaus and report the accurate information and have negative information removed e.g. Showing account closed in May 2013 and all late payment removed from my credit history starting May 2013 till Mar 2014. Thanks

Business

Response:

The company will be offering a credit repair to the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,