Safe Home Security, Inc.

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: We did not renew our contract with this company. We went with another alarm company closer to home. The other alarm company came in and installed their equipment and disconnected Safe Home Security's equipment. Safe Home Security called when the equipment was disconnected and we advised them of what we were doing. We also sent several cancellation request letters. They supposedly never received any of them. I have emailed and spoken to [redacted] an account manager with Safe Home Security. I emailed [redacted] with Safe Home Security multiple times with no responses. I was told the conversations were recorded so the company should have records of our many conversations. Even though Safe Home Security was not and is not providing us with a monitoring service, I was told by [redacted] that I was still responsible for the full year contract payment. Our last conversation, I agreed to pay for half as long as they cancelled the contract as I have requested numerous times along with taking this off my credit. I made the payment in good faith that Safe Home Security would cancel my contract and remove this from my credit. Well, I received another bill for services that they are not providing me. I have called and left message for [redacted] and I have also emailed [redacted] in which I received a "read receipt" on 08/03/15. Today is 08/12/15 and I still have not received a reply either by email or phone.Desired Settlement: I would like to be refunded the previous amount paid along with a correction to my credit report. I would like this in writing from the company.

Business

Response:

We will close and submit a credit update. It was an oversight. Please allow 30 days for the cancellation process to complete and ignore any further correspondence prior to then.

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: 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: 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: We signed a 60 month contract with Safe Home for alarm monitoring. We fulfilled our original contract and are in our second contract with them. The original contract was at a higher rate to cover equipment costs. The renewal contract is at the same rate. With less than 2 years left on the renewal contract, we purchased a new home that came with a new alarm system. We called Safe Home to make sure we could transfer the service from our old home to the new one. They charged us $100 to cancel the contract on the old property and transfer it to the new one. The technician came to our new house twice to try to set up the service but wasn't able to do it. He told us the wire was bad (punctured and not able to be fixed) and tried to sell us a wireless system. The company that the builder used to install the security system came and confirmed it is operating properly. Safe Home does not want to cancel our contract even though they are not able to monitor our new house because we still own the old property. The old house is leased but the tenants don't have (or want) a land line service that's needed to monitor the alarm. We believe that we have tried to fulfill our obligation under the agreement but Safe Home is not willing to work with us. Their only suggestion was to sign a new 5 year agreement under our old property for them to provide a wireless back up unit and pay an additional $10 per month. The only other option they provided was to pay off the contract in a lump sum of $988.03 or continue paying monthly until the contract expires, which totals $1092.

Product_Or_Service: Security system monitoring

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

We want the contract to be cancelled without penalties as they are not able to provide the service that they agreed to provide when we signed an agreement.

Business

Response:

Business Response /* (1000, 5, 2013/06/29) */

Spoke with Mr [redacted] today. We agree to cancel acct XXXXXX which is the new home and give him a cell back up for free so his other home can be monitered until it expires at no additional cost. we are setting up service 7-1-13. he agree to continue to pay for the old home.

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: I signed a 36 month contract on February 7, 2012 with Safe Home Security. Each month was paid in advance. I attempted to cancel my contract one year ago, but was told that I had to fulfill my obligations. I began emailing the company on November 10, 2014 to ensure that my obligation would be fulfilled once the 36th month (January) was finished. I received an email on December 29, 2014 from[redacted] stating that the month of January would be the last month I would be billed. On February 5, 2015, another payment of $26.70 was deducted from my checking account. When I attempted to contact [redacted] again, she would not reply. Instead, I get a message from a [redacted] with the company. [redacted] replied to me and offered to triple my credits in order to keep me as a customer. When I declined his offer, he informed that that there will not be a credit, and that I am fully covered through February. I do not want their services! I have not used their services for over 2 years now. I simply want them to honor their word and their end of the contract! I paid for 36 months of service as of January 5, 2015. It is not fair that I have to uphold my end of the contract if they do not have to do the same.Desired Settlement: I want a refund of the $26.70 that was deducted from my checking account and I want them to NOT deduct anything else from it.

Business

Response:

The contract terms were 36 months, February 2012 through February 2014. The February payment was due and owing, it fulfilled the terms of the agreement and the account has been closed.

Business

Response:

A REFUND FOR $26.70 WILL BE ISSUED. THE ACCOUNT IS CLOSED

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, [redacted]

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: 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: 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.

The representatives and managers are dishonest. They don't adhere to verbal agreements. I was promised 5 free months of monitoring service with recert of contract and was told there was no contract. Then the manger. ..mr.R agreed to honor the contract with bringing the account current, which I did but mr.R was not a man of his word. Now they have a collection agency harassing me.

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: I do not recall signing a contract Safe Home Security. In March 2014 I received a bill from Safe Home Security, when I contacted them they informed me that they had purchased [redacted], the security company I had been with since 2007. I informed them that I preferred to use a local security system and was not interested in using their security services.

Safe Home Security informed me that I now had a contract with them that ran until 2016. I informed them that I had never signed a contract with them, and that the contract I previously had with [redacted], the company I had used for 7 years, and whose contract was now a month-to-month agreement since the initial 2 year required contract with [redacted] Security.

I was informed that I could cancel the "contract" by providing a 60 day notice. I did so with a letter dated April 7, 2014. At that time I settled my billing. Three months later I received another bill, I paid it. Three months after that, in September 2014, I received another bill,I which I foolishly paid.

I believe I have gone above and beyond their requirements to end their "contract" and I want them to stop sending me bills and end this so called "contract."

Additionally, I believe that [redacted] Security perpetrated a fraud. Approximately two months prior to the contract dispute, [redacted] sent technicians to replace the back-up batteries in our system. At that time the they required a us to sign a long document which was for the purpose of recording the fact that they had replaced the battery. I believe this was a contract with Safe Home. Shoddy action here.Desired Settlement: I want them to stop sending me bills and end this so called "contract."

Business

Response:

The account has been canceled with no balance due

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 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: 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,

Review: Safe Home Security sent a door to door rep to our home shortly after we moved in November of 2012. As the price for home monitoring seemed reasonable and we already had equipment installed by the previous owner, we agreed to contract them for our home security system monitoring and maintenance. Initially, we had no issue and they responded quickly to false alarms and repair issues. However, about a year into the 3 year agreement, we had repeated outages due to equipment failure that required us to disarm the system for weeks at a time waiting for repairs. In February of 2015, we requested cancellation of their services when their "repair" involved the technician removing the sensor from our back door and not replacing it. We decided enough was enough and requested by phone to cancel service. Since that time they have continued to send us bills and to call daily requesting payment. They have repeatedly reported us to credit bureaus for missed/delinquent payments and claim they have the right to call us daily even when we request they cease and desist. By law, they must stop. We will write a formal cease and desist letter and may need to take legal action as they have damaged our credit when they are not even lending us funds or providing a service. As of now, they claim we owe close to $300. Previously, they have stated we could only cancel the contract if we paid the entire 3 year agreement, but why should we be bullied in to paying for a service they are not providing.Desired Settlement: Correction to credit reporting agencies, forgiveness of "balance" claimed we owe, and the cessation of daily harassing phone calls.

Business

Response:

A service call was performed on February 10, 2015. We have record of the results of the service call documented from the technician on site. The technician replaced zone 5, a sliding door contact. Before the technician left the home, we show test signals successfully being sent to the monitoring station. Shortly thereafter, this account tripped zone 3 in the bedroom and our monitoring station responded confirming that it was a false alarm. To this day, this account is sending successful auto-test signals to our monitoring station and the account is not in rights to be canceled at this time.

Review: I have used Safe Home for over 8 years. 3 years ago I switched to digital phone and called for Safe Home to check service multiple times. Received no call back. I have tried again several times-- to be told I would receive a call back and never received on. In the past 5 months, I have called 4 or more times to discontinue service. Again, each time I was told I would receive a call back because no one could complete my request at the time. Again no call back. Finally in October I tried again and was emailed an offer for less expensive service for my troubles. On Nov. 8th I replied that I wanted my service discontinued- which was confirmed by Brian P[redacted] on November 10th. Another payment was deducted from my account on Dec 5th. I also noticed that the company promises free annual equipment inspections-- in 8+ years, I have never received one.Desired Settlement: I would like my service discontinued immediately. In addition, a refund for the lost benefit of having NO system inspections in 8 years. (estimated $100.00 per year) I recognize that I should have been more diligent in attempting to contact during the past 3 years I have not been able to use the system. (yet Safe home has a duty to respond to requests in a timely manner). I estimate I have contacted the company a minimum of 9 times in the past 3 years and did not get any response to my requests for service or cancellation. I would like a refund for 9 months of service (1 month per call made) --($39.99 x 9 = $359.91) in addition to the current bill- $39.99. Total refund requested- $1199.91. I feel this is a generous request considering I have paid nearly $3,600.00 for a system that was not working properly for at least 3 years.

Business

Response:

This account has been canceled as requested. A refund of any amount is impractical.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: A refund is not impractical. The Revdex.com has over 600 complaints on this company. They have billed me twice after FINALLY responding to my written request to cancel service. This is $79.98.This company does NOT honor its contracts, does NOT respond to customer requests for service, does NOT call back (on numerous occassions) when they have said they would do so. This accounts for the other $1,000.00. I would like the 600+ complaints to be reviewed and theis business be forced to shut down. They will continue to take advantage of their clients if something more is not done.Below is a copy of email correspondance:Totally understandable, thank you for your time. If you ever have second thoughts don’t hesitate to call. Best of luck Brian P[redacted] Senior Account Executive Safe Home Security [redacted] ###-###-#### [redacted]

-----Original Message----- From: [redacted]] Sent: Sunday, November 08, 2015 4:54 PM To: Brian P[redacted] Cc: [redacted] Subject: Re: Customer Appreciation Alarm offer Brian, Thank you for this offer. I have discussed the offer with my husband and we do NOT wish to continue service at this time. The following is a list of reasons I wish to discontinue service: 1. My system has not worked in nearly 3 years and I have not received a call from Safe Home inquiring about the alarm. 2. I have called at least 4 or 5 times in the past year to set up service to be told I would receive a call back -- but never got one. (Not to mention the number of times I have called after I installed my digital phone 3 years ago) 3. I believe my contract stated I would receive an annual inspection on the alarm components-- but in 8 years I have never received one. 4. It has been difficult to talk to anyone at the company regarding any concern I have had. 5. I no longer have the confidence your company will protect my family in case of an emergency. Please discontinue my service prior to the next billing cycle. Thank you, [redacted] ---- Brian P[redacted] <[redacted]> wrote: > Mrs. [redacted], > It was nice speaking with you today and thank you for hearing me out. As part of our customer appreciation program I would be able to update your system to work independently so would be able to stay safe at an affordable rate as well as have my guaranteed personal extension and service. Here is what I would able to include. > > > * Discounted Rate of $29.99 > > * Update Your System To [redacted] Wireless So it can operate totally independently > > * 4 Months of Free Monitoring > > * Certificate of Insurance for a Discount on your homeowners insurance > > Please Let me Know And I can set a date for service at your convenience. > > > Respectfully, > > Brian P[redacted] > Senior Account Executive > Safe Home Security > [redacted] > ###-###-#### > [redacted]

Sincerely,

Business

Response:

Please refer to my original response. This account is no longer active.

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 was contacted informing me that my contract was expired and if I did not renew the price of coverage would increase. At that point and time I informed to cancel. He said he could not until I send a written letter. If they cancelled without written letter that Safe home could be sued if broke into. Letter was sent 9/4/23. I have USPS certified letter tab of where [redacted] date 9/10/13 received letter of cancellation. I went with another security company but Safe Home continues to harrass me, my wife and even my daughter that was listed as an emergency contact. I have been threated by Safe Home represenatives of collection activities. I have a letter offering to settle for a reduced amount. I demand this to be stopped.Desired Settlement: STOP HARRASSING ME AND MY FAMILY !!!!!!!

Business

Response:

Safe Home Security has agreed to cancel Mr. [redacted] account without penalty as requested.

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,