Safe Home Security, Inc.

Review: I signed a contract with [redacted] and it was sold to this company. I have been calling them for issue with equipment and they made appointment to come ou and no showed us. When calling them they have no answers but are NOT offering any help. One agent on the 20th said she would call me right back never did. Called again and talked to "[redacted]" and he siad there was nothing he could do??? They are no honoring the original contract signed. Want out of contractDesired Settlement: Want out of contract. lack of honoring original contract

Business

Response:

The customer service representative advised Ms. [redacted] she would call her right back after she got ahold of the technician. The employee was still attempting to reach the technician when the client called back in. The next representative advised the client he was trying to reach the technician. He did not deny helping her, he simply advised he was doing everything that he could. In regards to the original contract not being honored, the customer's contract is for monitoring only. The option for a service plan is not checked off. The reason the customer needs service is that she had remodeling done and her door contacts were taken off. They need to be put back up. This in no way breaches anything in Ms. [redacted] agreement. Our technician stated to us firmly that he went out to the service call but no one was there. We apologize for whatever mix up had occurred, and are more than willing to set up another appointment to come out and put those sensors back up. We have instructed our local office to contact the customer to set up another time that we can come to the home.

Review: I spoke with [redacted] last year and explained that I could not sign a contract because at our age we may be moving. She assured me that if we moved that we could cancel our services without any problems/penalties. We moved to a new home in July,2014 and the new home is serviced/wired by another security company. When I called Safe Home to cancel my contract, I was informed by [redacted] that I would be billed for 90% of the remaining 3 year contract amount or approximately $650.00. I explained what [redacted] told me and that I had questioned her regarding the possibility of a move and her assurance that I could get out of the contract without problems/penalties. [redacted] told me that [redacted] no longer worked for the company and that there was a notation in my file regarding my conversation with [redacted] and that he had the note where she said she told me that I could cancel without penalty but that this was incorrect and not a company policy and since I had signed the contract, the only way to get out of it was to pay the 90% remaining contract amount or switch my new home to their services for an additional fee of $99.00. [redacted] has sent me a new contract to sign and it is blank regarding monthly fees, length ,etc. to keep their services at my new home. I want out of this contract as I was assured by [redacted] that I could cancel without being billed for the penalty since that was the only reason I had signed it. I have been a Safe Home Security customer for 16 years and have paid my monitoring bills faithfully and request that they cancel my service without penalties/charges.Desired Settlement: I want out of this contract as I was assured by [redacted] that I could cancel without being billed for the penalty since that was the only reason I had signed it. I have been a Safe Home Security customer for 16 years and have paid my monitoring bills faithfully and request that they cancel my service without

Business

Response:

Safe Home Security is willing to take over the existing system in [redacted] new home and continue the current agreement that is on file. There will be no charge for this takeover. If [redacted] can agree to this, she may contact [redacted] at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want out of the contract with Safe Home as was promised to me by [redacted]. I no longer want to do business with a company that blatantly lied to me regarding getting out of a contract if I moved. I was with Safe Home for 15 years, paid on time and was a good customer. I feel that after holding up to my end of the contract and agreement with them for 15 years that they should honor their verbal and written in my file conversation with [redacted]. This is dishonesty and poor business practice. I no longer have confidence in their company and want NOTHING to do with them! I would not recommend them to anyone and would discourage anyone from doing business with them.

Sincerely,

Business

Response:

The account has been canceled.

Review: Please tell me if you can help me with this problem.My eighty eight year old mother has a big problem with her home security system.She has a contract till December 2017 with this alarm company and their customer service is severely lacking.I was trying to help her lower her bills, since shes on a fixed income and switched her phone service to [redacted] on 6/11/2014 which gave an overall $40 savings per month.Their phone service happened to be a [redacted] (Voice Over Internet Protocol) which was incompatible with the older alarm system.After several techs from [redacted] came out to fix the problem, it was discovered the current alarm system was too old and needed to be upgraded, to accommodate the [redacted] phone service.(NOTE: No one at any time before or during the installation told us there would be a problem between services.)On or about June 13, 2014, we discovered an error code on the keypad: FC (Failure to Communicate), which meant the alarm system wasnt communicating with the monitoring company and we contacted them.After a multitude of my phone calls to their Customer Service department, they finally decided to upgrade her alarm system.Being impatient as I was, I made more phone calls to their Customer Service department and was told our upgrade would be a state of the art wireless [redacted] system.During these calls I made, the alarm company and I agreed to increase moms bill from $29.99 to $44.99 to pay for the upgrade and they would send out a new contract.They also said that we would receive one month service at no charge for our trouble.Well more than a week went by before a technician came out to install the upgrade. A cell phone module was shipped to my moms home and was installed in the next few days.The technician, (contracted by the alarm company) reset the settings to factory, making the delay from the alarm being tripped to disarm time thirty seconds instead of sixty seconds as previously set.This made it nearly impossible for my mom to make it to the keypad to disarm the system. There is also a keypad in the basement provided by the previous alarm company. When I open the garage door, I used to hear a warning beep, to tell me to disarm the system. That was not audible anymore.When the technician installed the cell phone module, I also provided a smoke / heat sensor for further protection. It was also installed seemingly with no problems at the time.The entire system was checked by the technician alone and he said we were good to go. We did not get a [redacted] systemMy mom came home opened the door and proceeded to the keypad but didnt make it in time and she called me crying saying when the alarm sounded, it scared her terribly,I would have called the alarm company then but it was after hours and history shows that if I dont talk to a Customer Service representative and ask them to document the date and time I called and document that I was being transferred to voicemail, that I dont get my calls returned. This is something I learned a little late in the game. I called them the next business day, left a voicemail message as described above.I cant remember if they called me back that day or the next, but they did call me and I explained the problems. They said they would fix the problem but July 9, 2014 was the earliest a technician would be able to help. That was ten days from the time of the call. I was so irritated I sarcastically asked: Are you going to give us another FREE month of service?. They said they dont see a problem with that request but it would have to be approved.In the next few days, this whole situation weighed heavily on my mind. I decided to test the system myself. I set the alarm to away. I called the alarm company and asked told them I was testing the system. I waited five minutes and walked the entire length of my moms home several times. I could see the motion light up, indicating it saw me but the signal wasnt sent to the control box and trip the system. I then opened the door, the system tripped and the warning beep was heard. I was still on the phone with their customer service and told them the results. They explained to me I had to be out of the room for the motion sensor to function properly for ten or fifteen minutes. (I forget which). So I did just that with the same results. I meant to check the smoke / heat sensor but was so irritated I forgot about it. After yet another documented phone call to voice mail, I received a phone response. I was told a download to moms system would be attempted to correct the problems.The next day I called to check on the download progress. Their technician Im told was on vacation or something and that the procedure would commence on Monday, July 7, 2014.On Tuesday, July 8, 2014 I called to check on the download progress and was told after several attempts the procedure failed.On Wednesday, July 9, 2014 a technician came out to repair the system. He was there for over an hour and decided that he could not repair the system and it would require a more up-to-date system upgrade. The technician left and the next day I discovered my new companion FC was back on the keypad which meant we have absolutely no working alarm system again.On July 16, 2014, a technician arrived to fix the problems. He discovered the keypad was bad (just installed a few months ago) and another keypad would have to be ordered. Hearing that news, I contacted the security company and let them speak to the technician about what was needed and he assured me they would take care of it as soon as possible. On a bright note, part of the alarm system is now working.On July 17, 2014, I called the security company at 8:16am and they told me [redacted] would not be in till 11:00am. I left a documented voice mail to [redacted]. I explained I wanted an update to this resolution. I received no response all day.In conclusion I will describe my faults and theirs.ME:I seem to lose my patience.I didnt read about the possible problems with new phone services and alarm syDesired Settlement: My ultimate resolution:I want to get my mom out of this contract, get her an adequate service for the money she spends and want them to pay for any legal fees incurred.I would appreciate any assistance you could offer.[redacted]

Business

Response:

In the month of June the clients son called in deciding to eliminate the land line and go with a cell unit. We shipped the device and set service with clients son to do the installation. Upon the arrival the tech realized that the cell wasn't compatible w/ the system. The system was an older unit so we then had to ship out a newer system with no charge to client and had it installed. Shortly after the install the system went blank so we had to ship out another system. Once [redacted] received the part he was informed to give us a call to set service. Once again service was set and the system is now communicating. Also we come to find out that the client has been buying equipment and we haven't charged him for the installation. If client wants any service in the future, a extended warranty must be purchased.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Where I get equipment from should make no difference. I have had thier technicians out to service thier "Security System" six times in fourty eight days because of thier antiquated security system. Thier customer service representatives do not make timely responses to my problems and questions. I have documented a plethora of calls to them and have received a handful of responses. Thier manager should go to school to learn how to be better at what he does instead of yelling at me over the number of calls and personell I have talked to. The whole thing boils down to "Customer Service" and thier customer service is severly lacking. Even now, when the system finally got fixed (so far and fourty eight days later) I am still awaiting conformation of a credit of two months of monitoring service, As far as the equipment we didn't buy from them, the technician was already there and had it programmed in seconds.

And no, I do not accept thier response. They don;t do thier job and we are not satisfied.

Sincerely,

Business

Response:

Buying equipment outside of Safe Home Security is a billable service call. Technicians charge for any equipment that they install and they charge by the hour where [redacted] hasn't been subject to. Shipping parts takes days to get to where they need to go. We apologize if that process took awhile but that was what was needed to be done since our sub - contractor in the area didn't have the equipment. [redacted]'s mother system is functioning and the credit has been submitted for his troubles. I believe Safe Home has been very considerate and accommodating to [redacted] needs.

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: The purpose of going with safe home security was they offered a free move certificate. Our home had just been robbed and no longer feeling safe and comfortable in that home we knew we would be selling and moving. We contacted the company a month in advance was told then to call back closer to moving date. Contacted the company again 2 weeks before the move we got the run around neither security one (company that installed system) nor safe home wanted to honor certificate. My husband then was told to send certificate, see what can be done. We did not hear from safe home so he called again 2 days before our move no one got back to us. Weeks later received call that it would be honored after we had moved out of household. Safe home now wants to charge us for a new system or we have the option of buying out of our contract. Safe home failed to provide us with the customer service and honor their contract and now want to penalize us and make us pay for new system or cash out or have a lien put on our home. Had they honored their certificate the system from our prior home would have been removed by their technician and installed in our new home at no expense to us.Desired Settlement: We are willing to continue with safe home security as long as they install same system as before free of charge with no extended contract or hidden fees. Or they can terminate our contract free of charge due to their lack of responsibility and customer service.

Business

Response:

Safe Home Security offers system moves for customers for $99 each way or $198. Sometimes we can accommodate and sometimes we cannot, it's not guaranteed. This customer did call and discuss with a representative in the Fall of 2013. They never scheduled a service tech to come out and move the equipment. All of that is moot now because the customer has already moved. They have a 36 month agreement for monitoring. Moving does not alleviate that, they have 2 options. 1) Pay 90% buyout balance on the contract of $646.01 or 2) Pay for new equipment, pay for a tech to come install it, pay teh back balance andf honor the remainder of the existing agreement. The cost for this will be in excess of $646.01. Please let us know which option you would like to choose.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: see attachment

Sincerely,

Business

Response:

After reviewing the correspondence submitted we are in agreement with the customers contention. We purchased this account from Security One and they should never have promised a service we do not after they sold us the account. We will cancel teh customers account and seek reimbursement from Security One. Please allow 30 days for the cancellation process to complete.

Review: I have your home protection services for over 3 years .And didn't use it but 1 month of the 3 years .I called to cancel and told I had signed a 3 yr contract. So I paid my bill for 3 years and didn't use it. They told me to call back at the end of contract to cancel so I did. I called the month before the contract was to end and they said ok they would cancel. But they didn't cancel it. Then I called when the 3 yrs contract was up. And they told me I was suppose to send a written letter to them 30 days before canceling. They did not tell me that.THEY SAID I HAD NO CHOICE .I HAD TO PAY A OTHER YEAR. I TOLD THEM I WASNT AND THEY SAID I HAD TOO. VERY RUDE AND STILL BILLING ME .I TRIED TO CANCEL 3 TIME IN THAT 3 YEAR PERIOD .THAT I WAS PAYING FOR MONTHLY AND NOT USING. . I would like for this to be resolved.thank you.Desired Settlement: Stop sending me bills. And IT SHOULD not be on my credit. I paid my whole 3 year contract and did not miss a payment . Thank You.

Business

Response:

[redacted] has entered into an agreement on January 12, 2011 for a period of 36 months. If a cancel letter is not received at least 60 days prior to the end of the agreement (January 12, 2014) it shall renew for a period of 12 months.

Review: I purchased a system from SHS back in 2011. I was not told the correct information when I signed the contract and now stuck with this awful non professonal company for five years. I was never told or understood that I was signing a five year contract. I moved to ** and was forced to buy a new system from them to honor the contract and was charged for usage when it was not even activated. I then finally after months got my new system installed and their billing company kept charging me a 2k charge that I did not have. This charge went negative on my credit score and I was unable to get a mortage to this was rectified. Finally after several months again I get this removed from my score. I then purchased a new home and the tech came and removed the system (200.00 charge again). He broke an atena and did not remove the window alarms. I was not aware of this. He came to new home and did not have the equipment and that is when we realized he did not bring the window alarms.. THis horrible company wants me to buy new window alarms and atena,,Are you kidding me?? I have no system. no window alarms and they are still charging a montly bill. You have to stop this type of criminal business dealings as it is so unfair to the consumer. The emails I have recieved have been nasty and they wont call me back.. I want a total refund and to cease this bogus contract who was forced upon me.. Can you please help?????Desired Settlement: I want my contract cancelled with no penalty and never be contacted by such a poor and money hungry organization.

Business

Response:

The agreement that the customer signed is a 60 month agreement, in which it states that early cancelation can occur in the event of selling the home at the receipt of 90% of the agreement terms. The company offers, as a service, the ability to move the system and signal sending to a different address if the customer moves. This is not a requirement of the company, so the claim that the customer was forced to purchase a new system is erroneous. At any point, if the customer did not wish to continue the agreement, we would be happy to take the buyout.

On the 2nd system move, it should be made clear the company has not processed the $200 payment as it has not been a completed job. The technician did not break any material, the technician took down the parts he was made aware of, boxed up a working system, then when the company went to reinstall the system at the new home, the system was not working. The technician deduced at that time that the antenna had been broken. The parts left behind are the customer's possession, thusly the customer's responsibility. If they knew that the parts were there but did not make the technician take them, that is on the responsibility of the customer.

Because the company is NOT required to move a system, and the customer refuses to pay for the replacement parts, so we are simply left with a resolution of having them pay off their agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This is completely false information. It makes me laugh that I the customer is responsible to take down the equipment when I paid a technician to do so. I have called twice and sent two emails to resolve and they have not responded . What is my next step as this truly is a unprofessional unorganized business. I will not pay for services that were not done. Is their legal action available?

Business

Response:

The customer is working with myself, [redacted] directly to get the system working properly. I have been in contact with the customer regularly via phone and email. We have proposed taking the payment for the system move and broken part, and in turn waiving the cost for the time the system was not being used as a way to make it up to the customer for the issues experienced along the way. The customer has approved this solution.

Review: I was informed today by SHS that I could not exit my contract on a security system in a home that I am selling at the end of this month. The security system in this home was originally contracted to my elderly mother. The company required me to transfer the system to my name upon her death, in order to keep a vacant home safe. The terms of the contract were not explained to me. The original contract expired in August 2013 and I was not informed that it automatically renewed or given notice during the renewal period. The payment apparently due upon the sale of the home is very confusing in the contract but was quoted to me on the phone as about $900. This seems like an immoral business practice and I expect my mother was originally duped into previous contract terms. They will not even allow the contract to transfer to the new owner if they wanted to pick up the monitoring service.Desired Settlement: It seems that two months monitoring charge would be reasonable, and I would be willing to pay the same, as I did not provide a lot of notice of the sale and requirement to end the contract.

Business

Response:

The customer has already met 90% on this contract. He only needs to provide closing documents and pay up to the date of closing to cancel.

Review: I have had problem with Safe Home Security about the services I order the a new remote to my system because it didn't work to cut my alarm off it took them 6 months to give me one and they charge me $48.95 three times for services out of my bank they didn't call me to tell me they made a mistake so I have to stop a payment from my bank. They told me I sign up for 3 more years when I wasn't happy with them at all they said they have me on tape and I sign up for it which I didn't they have talk to me very bad over the phone and told me if I file a complaint they have to take there rate up with the other customers because of me. I never signed up to renew my contract with them I told them I was going to another alarm company they are still charging me with a bill and I have cancelled my contract with them on the letter I just got is telling me they are going to put in on my credit report. This is not right with this company and I will take them to court this is fraud for a company to talk to you any kind of way and threaten me.Desired Settlement: Yes, I'm stressed out over this company with there lies.

Business

Response:

We did not take out 48.95 three times, we only took out the monthly fees. We sent customer a copy of the new agreement signed on May 11 2013 for three years. Which was communicated via electronically, thru emails. We did service and replace a key-fob.

Review: A month a go a sales person David H[redacted] came to my door about what I thought was my current security system that had a name change and new upgrades so I agreed to the upgrade and a month later I received a bill from my Security system [redacted] and was told they had not changed over to Safe home Security and that I still had 27 months on my [redacted] contract so I have talked to David H[redacted] and a manager in the [redacted] ct office Frank C[redacted] of Safe Home Security and was told they would buy out my contract with [redacted] and would send someone out Friday to fix the system that only works when a door is opened in alarm mode the motion don't work the panic buttons don't work but no one showed up or called So now I have two contracts one is a 27 month contract with [redacted] and the 3 year contract with Safe Home Security they took out [redacted] equipment so I can't go back to them if I wanted to unless I brought new equipment I feel that the sales tactic was deceitful . I want out of the contract because the equipment don't work as I was told it would, the panell they have listed on the contract looks nothing like the one they have the manual for not to mention I was not able to download the manual to check for myself how it works and again I am paying for two monitoring systems one I don't even haveDesired Settlement: I want out of the contract with Safe home security with NO pre cancellation fees and stop my auto payments

Business

Response:

I'm responding to Revdex.com Complaint #[redacted]. The issue was forwarded to our dealer and his sales rep is going to pay off the balance that is owe to [redacted]. Dealer will also keep me posted if any other issues occur. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My last request from this business Safe Home Security was to cancell my contract with them at no cost to me and have no further payroll deduction taken out of my account, I want the cancelation in writing. Because their system does not work properly as I have called and spoke to a Frank C[redacted] on 8/20/2015 and he said he would sent someone out to fix it the following Friday and he sent no one in addition to David H[redacted] obtaining this contract under deception I don't want to do business with this company. I want the contract CANCEL They are just lying again I will go to the News media with my video if I have to because the public has the right to know what kind of Scam they are running.

Sincerely,

Review: I started with this company march 27, 2013. I authorized them to take out the monthly payment which is $34.99 per month. one morning while I was at work I got a call from safe home security stating that the alarm has gone off on the side door of my garage., they ask me if I wanted the police to come and check my home, I said (Yes). A few minute later the safe some security call me back and said that the police will not come unless the second alarm goes off, meaning some one is in the home, because the motions sensor will detect is someone is in the home. meanwhile my neighbor call me and work and said every thing is fine. So later that night I went to set the alarm and it wouldn't not set so I called the security come. I spoke to a young lady and she ask me to see if the sensor had fallen of the wall. Yes the sensor had fallen from the garage door. I got some to-way take and placed the sensor back on the wall and the problem was solved.(2 weeks) later I got a bill for $150.00. the company went into to my bank account and got the monthly bill which is @34.99 plus an additional @150.00 I spoke to a [redacted] which he said he would put my money back into my account. as of today he has not put the @150.00 back into my account. their number is ###-###-####. This [redacted] has the worst customer service every. I want nothing to do with this company ever! This company was not authorized to go in my account and do what ever they choose. please help. thank you for your time and patience

Product_Or_Service: home security

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

@150.00

Business

Response:

Safe Home Security has granted a credit in the amount of $150.00 to Ms. [redacted]s account as requested.

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.

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..

Review: I signed up with this alarm company, they offered a better price than my current alarm company ([redacted]). They came out to my house installed all new equipment. Within 1 year of the installation the equipment started malfunctioning. The alarm would start beeping every hour, and we would have to go disarm it. we called them, they told us no problem, and sent out a technician to repair it. He was unable to correct the problem, he said that he would have to order all new equipment. The new equipment was never ordered, and the alarm was never repaired. I sent them a letter asking for a refund, and a cancellation of my contract via fax, it was a number that they gave me when I called them. they received the letter, but they have continued trying to bill me, the most recent was a bill for $263.95 due on 12-15-14.I told them that they would not get another penny from me, no matter what they do. I did a web search to see what my options are to fight it, and the first thing that came up was their name with several others saying that they had similar issues. On of them was in New York, and they had to get a local TV station involved. Once the TV station contacted the company, it was then dismissed, others said that no matter what they paid them, that they would continue to be billed. What can I do? I don't want them to be able to cause me problems with my credit score, but I don't want to be extorted either.Desired Settlement: I would like to be refunded for the period of time that the equipment didn't work, and have them cancel the contract.

Business

Response:

The customer has moved from his home. 90% of the term of the contract is due per the contract. He owes $263.95 to close. At this point service complaints are irrelevant because there is no system to service.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the system never worked properly, and they did not fix it as we requested. The fact that I moved only expedited my cancelling the service, and let them off the hook for fixing the system. There are several websites with similar complaints against this company. From now on I will do my due diligence before working with any home service company, as everybody should. If I had [redacted] Safe Home Security before doing business with them I wouldn't have this problem. There is a [redacted] page with over 100 complaints, and a [redacted] page with over 100 complaints as well, all similar circumstances.

Sincerely,

Business

Response:

The response stands as is. 90% of the contract due to term.

Review: My complaint is that every time I call this company they give me false information. I have tried numerous times to cancel my account with them but they'll always avoid cancellation and keep sending me bills. All the management promise to send someone to uninstall the system but every time appointment day comes, no one shows up. I try over and over but with no success. I have been trying to cancel their service for over a year but with no success.Desired Settlement: I just want to cancel my account nothing more.

Business

Response:

I’m responding to another Revdex.com complaint # [redacted]. This customer was scheduled for a system removal, when our tech arrived customer refused to let him remove our equipment because he wanted it in writing first. I contacted our local office and informed the office manager to write a letter to the customer stating that our tech must remove our equipment first in order for his account to be cancelled. The account will remain active until our tech is scheduled for a system removal. Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I have asked this company multiple times to cancel the system all together and to show proof of this cancellation before they remove the system like we have tried to compromise. When the employee arrived on 11/20/14 to remove the system, he was unprepared with proof of cancellation and he wasn't even acknowledged of the fact that I wanted to cancel my account all together. Together we then called monitor service to see if my account was cancelled but the said my account was still active. I then refused to let the employee remove the system because of the bad experience and trust issues I have had with this company in the past. The employee then gave me the number of the service manager and I gave him a call the next day and talked to the service manager [redacted]. I informed him of the situation and he asked me what he was suppose to do about it. I informed him that I need him to not only cancel my account but to also show proof of cancellation. He told me that he must remove the system before he cancel my account. I told him to send me the process of how to cancel my account and he sent me this:

Review: Also known as Med Guard Alert Med Alarm. My elderly mother received a phone call for this "help I've fallen and I can't get up" emergency service. They sent her an emergency 911 device in the event she should fall and need help. I tried to contact the company by phone last October after my mother fell and was transported to the hospital, (the device did not work). After several attempts at leaving a message on what seemed like a cell phone voicemail box, I put a stop payment on the $14.95/month automatic payments from my mother's bank account. There was no activity on my mother's account until June 2015 when this same company put through an automatic payment In the amount of $29.90 ($14.95 x 2). The bank explained that my stop payment would only prohibit payments in the amount of $14.95. The bank also told me that most stop payment orders last for a term of 6 months. It sounds to me like this company knew exactly what to do to scam my elderly mother out of her limited funds. I wonder how many other older folks are getting scammed by this company and don't even k ow it!Desired Settlement: I would like my mother's $29.90 refunded to her and no further withdrawals from her account. I would like someone to examine the legitimacy of this company.

Business

Response:

Good Afternoon:

Review: I HAD TO SIGN A FIVE YEAR CONTRACT FOR MONITORING SERVICES. MY CONTRACT WAS COMPLETED IN FEBRUARY OF 2015. BUT THEYN CONTINUE TO TAKE MY MONEY THROUGH DIRECT DEPOSIT. I JUST RECIEVED A LETTER INFORMING ME THAT I "HAD" TO CONTINUE THE SERVICE UNTIL 2016. THE REASON BEING THAT I DIDN'T GIVE THEM 60 DAYS NOTICE. I TOLD THEM IN FEBRUARY OF 2014 THAT I WANTED TO END MY SERVICE AS SOON AS MY CONTRACT WAS COMPLETED. THEY NEVER SAID A WORD ABOUT GIVING THEM A 60 DAY NOTICE, I CALLED THEN NEARLY A YEAR IN ADVANCE SHOULD THAT NOE SUFFICE. I HAVE BEEN YELLED AT BY TWO OF THEIR EMPLOYEES AND TALKED TO IN A DEMEANING MANNER. THE LAST PERSON IM TALKED TO I FELT WAS THREATENING ME. I WANT OUT OF THIS CONTRACT NOW BECAUSE I HAVE FUFILLED MY PART OF IT. I FEEL THAT MY AGE MAKES THEM FEEL THEY CAN SAY OR DO ANYTHING TO ELDERLY PEOPLE.THANKS[redacted]Desired Settlement: REFUND THE MONEY I'VE PAID SINCE THEY RECIEVED THE 60 DAY NOTICE. END THIS CONTRACT FROM HECK. TRAIN THEIR PERSONEL ON PROPER TREATMENT OF THEIR CLIANTS.[redacted]

Business

Response:

The customer's first attempt at cancellation was in May of 2015, at which point the account had already been renewed for 3 months. In fact, it seems that the only time the customer contacted the company from 2013 - 2015 was because they had some questions about how the system worked. It states in the customer's agreement that the customer must give the company at least 60 days written notice in order for the account to expire on its expiration date. The 12 month renewal is valid. That being said, I, [redacted] (Co-Director of the Customer Care Dept.) would like to explore any and all options to help make the customer a satisfied customer again. This includes the possibility for free parts, rate reductions, and months of free service. I can be reached at [redacted] ext. [redacted].

Review: I have a signed agreement with Safe Home Security for our house alarm, and we had removed our home phone line and unknown to use the alarm required this. The technician came out and informed us of this problem and I told him in honesty we hadn't been using it. He said for it to work we would either have to get the land line back or a wireless unit, both of which I can not afford. I was given the names of 2 men to speak with in the company in regards to cancelling the service. I was originally told that I could cancel if I paid half of the remaining contract cost. since then I have left voicemails with no response and eventually gave up. I have been paying for services we can not use for a year at 45$ a month. I have been bother by service reps on the phone and told them the frustration and was told too bad you have to wait until the end. Today I spoke with 2 people who gave me two different stories and tried to sell me services and a wireless unit at different prices and rates!! I informed the last man Shane Manzo that I wanted to cancel the service, and he said well you can't you have 1 .5 years left. The customer service is poor and I am unhappy be bothered almost everyone month by people who don't care or know what their doing. I do not want this service and wish to cancel it.

Product_Or_Service: Safe Home Security Alarm

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I wish to cancel my service with this company. I was originally told it could be done at half the cost of the remaining contract. Due to the recent poor customer service I just want it cancelled and don't feel I should have to pay that cost in entirety. However I would be understanding and pay some sort of fee, maybe even 100$

Business

Response:

Business Response /* (1000, 5, 2013/05/08) */

We are sorry to hear of Ms. [redacted]'s financial misfortune. As the customer stated, they had made the choice to disconnect their home phone line which in essence will not allow the alarm system to be monitored by our company. The customer was informed of the two solutions; both of which the customer has declined to take. The two different prices that were given for the cellular backup service was a retail price, then a discounted price to try and help. Again, the customer declined. The customer has not taken any steps towards rectifying their issue to allow for monitoring.

The customer may pay until the end of the contract which is November 8, 2014.

The customer may choose to reactivate their home phone line.

The customer may choose to accept our discounted offer of a cellular backup service for an additional $12.oo/month with a free cellular backup unit and installation.

Consumer Response /* (3000, 7, 2013/05/10) */

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

The company told me two different prices and I was informed the first person was new and didn't know what she was doing. I am tired of paying for a service I don't use and had not been contacted by those whom I was given numbers for. My alarm constantly tries to find a signal and goes off every 4 hours with a 3 year old at home whose sleep and therefore health are at risk.

I was originally told a year ago that if I paid half the remaining contract I could be cancelled. I expect for this to be followed through.

Review: I got the service in May of 2014 the alarm came with the camera. The technician came with the alarm and the camera that same day to install it. The technician gave us the camera and told us it was easy to install and that we could do it. The technician also did a tacky job of putting the monitor on the wall. The wires was on the outside instead of the inside. We called Safe Home Security and complained about the service we received from the technician. They sent the same person back out again and bought us another camera that still didn't work. We call and compalined again because the alarm was beeping for two days with failure of services. They sent out another technician and he took the alarm down and drill a hole in thewall and ran the wires behind the wall instead of them being on the outside of the wall. We was infromed several occassions that a tech would be contact us concerning the camera. It has been over 3 months no tech called or came by to get the camera up and running. They are charging me 49.99 a month for camera and alarm but we are not able to use the camera. I called and complained to a man at Extension [redacted] and I called an talked to a man named ** on October 27, 2014 and he promised he would call me back by 4:30pm that day. Never received a call. The guy at extension [redacted] I contacted on the week of October 20, 2014 and the week of October 13th and each time he was suppose to have called me back and I never received a call. Last month my husband called September and talked to a representative and they said they would have a tech to call. No one still called. I talked to a lady on today named [redacted] extension [redacted] and she told me that in order for me to cancel service I had to buy them out. I explained that no one informed us of that terms. I said that they owed me 100.00 for services that we never received for the use of the camera. She kept saying we are sorry for the inconvience and that she would email the technician and get a response from them a call me back. I told her that they same thing all the other representative told me and no one call me back. I told her I hope she is recording our conversation so they wouldn't be any lies that I didn't try to get this resolve. I also told her I rather pay 29.95 a month instead of paying 49.95 because of the camera. I even tried to get them to give me a number or address for the camera people but no one would give it to me. I would send the camera back and just do a 29.95 a month alarm system. I am trying but they are not corresponding or fulfilling their obligations in trying to resolve my complaint. It is not fair and I want it to be resolved or they can cancel the service and stop the contract and I owe nothing to them because of the failure of them not resolving or fixing the issue. I don't think it is fair that I have to pay them for something that don't work and can't be used. I am being patient. [redacted] extension [redacted] is supposed to call me back on today October 28, 2014.Desired Settlement: Cancel the contract and don't owe anything or Drop me down to 29.95 a month until my contract is finish and I want the address to the camera people to send this camera back to them. I am trying to resolve this issue with them. I have made several attempts

Business

Response:

From: [redacted]ent: Thursday, November 06, 2014 10:29 AM

To: [redacted] Subject: onstar- Revdex.com [redacted] has never called our office, she has called customer service with different issues, and upon receiving notice, I have always contacted her husband , which has been the only one I can reach. I have talked to her husband at least every other week to schedule time to take care of camera set-up. Last week

on 10/28/14 I talked with husband concerning sending tech out, we agreed Friday would be good 10/31/14.

I called 10/31/14 at 11am husband said he was in the shower and would call me back to let me know what time would work. Never received call back, On 11/3/14 I called and left detailed message for him to return the call so we can complete the service request, on 11/4/14 I called again he answered, I asked if he had received the voicemail I left, he replied he saw there was a call but did not listen to the voicemail. I explained that I have been trying to get the service completed and how many times we talked about setting up service and in the mean time his wife filed a Revdex.com complaint, to which he replied he would talk with her to let her know , that we have been in constant contact with him and have been trying to complete the service.

I called this morning and left a message (11/6/14) once again stating we would like to complete the service 11/7/14 at 11am. Also the conversation on 11/4/14 was recorded at Safe Home with husband agreeing that we have been trying to complete the service for some time and that he just has not had the time. [redacted]

Review: Customer service failed to provide assistance or service.Desired Settlement: Release from contract. The company is not providing me service. They were supposed to come to my house and install a new piece of equipment, never showed up. I had to call, they said there was a problem with my account. I questioned what the problem was, they wanted $299. I indicated I was willing to negotiate, they never took me up on it nor did they call me back. I just want to be released from the contract which goes until 2017!

Business

Response:

I have attempted to contact the customer via phone to find an alternate resolution. Per account notes, the customer is requesting an additional keypad for no out of pocket charge. The claim that we have not offered service is incorrect. The customer has a working alarm system that is receiving and sending signals, which is what the company is contracted to do. We have upheld our contractual obligation, so we will not be cancelling the account. If the customer wishes to find an alternate resolution with the additional keypad they desire, in order to add convenience of use to the alarm system, I would be happy to assist 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,