Safe Home Security, Inc.

Review: After 4 years of repeatedly correcting account names and contact names and phone numbers, the company repeatedly sent inaccurate paperwork.

Whenn directed to customer service management, SafeHOme never once returned my calls. The manager simply did not respond to my voice mail, nor were they available at all during business hoursDesired Settlement: close account immediately with no further charges

Business

Response:

Consumer Response /* (-101, 5, 2013/03/18) */

To Whom It May Concern:

Due to your repeated mishandling of my information, I am canceling my account with Safe Home Security. Since you cannot return phone calls or process paperwork, I seriously doubt you can handle an emergency. I was hung up on by a representative who was completely unresponsive and clearly not capable of performing her job correctly. Your customer service representative, who claimed she was a manager, threatened me with collection letters if I did not send a written notice when I called to cancel this account. Here is your written notice. I expect that no further charges will be made to my account. I do not want to escalate this any further; I have been reading online on how you treat your customers. I do hope this does not devolve into one of those over 800 instances where customers are complaining to the Revdex.com alone.

Sincerely,

Account #: XXXXXXX

Account name & address:

15 [redacted]

Branford, CT XXXXX

XXX-XXX-XXXX home

XXX-XXX-XXXX mobile

Verbal Code: [redacted]

Previous filing names:

Chuck & [redacted]

Address: Same

Business Response /* (1000, 10, 2013/04/05) */

The account has been canceled, per the customer request.

Consumer Response /* (3000, 12, 2013/04/09) */

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

The company proceeded to charge my account on April 5, 2013 after receiving a written letter demanding to end service. The account was charged the full monthly amount. Bank of America fraud division has been alerted and a stop payment has been placed on my account. Safe Home Security are unable to fulfill the most basic of tasks and are unwilling to improve their processes to service their customers.

April 9, 2013

Business Response /* (4000, 18, 2013/04/17) */

The customers account was not put in for cancellation until April 5th, the day of our initial response. The automatic withdrawls are processed on the 1st of every month. A refund check will be issued for the month of April. Please allow 10 days for processing and mailing.

Consumer Response /* (4200, 20, 2013/04/18) */

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

Safe Home Security deliberately issued me a check for reimbursement using the names of my former husband and my former (married) last name. I have changed my name several times on their paperwork, and after repeated phone calls they could not resolve the issue. I even sent them a copy of the divorce decree. After many years of complaint, SHS sent me a check I cannot deposit, shoving in my face the exact nature of my four year campaign to correct my legal name on their contract. I am not in touch with my ex-husband, I cannot get him to co-sign this check. I demand they resubmit the full amount in my legal name.

Business Response /* (4000, 22, 2013/04/24) */

Mrs [redacted]

Why would we deliberatly issue a check in the wrong name. It will cost us more time to void it out, issue another and spend time balancing the accounting. The employee who usually issues the checks, is out due to having emergenvy surgery. It was an honest mistake and oversight and don't appreciate the unfair accusation. Nevertheless, please return the check, and another check will be issued

Review: Approximately three years ago, I contracted with [redacted] to provide security system hardware and 24 hour monitoring services of which I agreed to a service contract for 3 years at a service rate of $54.99. My claim is breach of contract in that the contract was executed on the basis of fraudulent terms, the Company failed to provide the services as agreed, and the agreement is grossly unfair.

The contract was executed on the basis of fraudulent terms in that upon signing up with the agreed upon services, the sales representative asked me if I was willing to say that the equipment had already been installed prior to any such installation taking place. The sales representative stated that this was just a formality and that I would be provided with all the equipment and services as discussed. I now realize that the Company’s sales representative was deliberately dishonest and as a result the contract was established under fraudulent terms.

The Company failed to provide the services as agreed in that I contacted the Company and spoke to [redacted] early May of 2015 as I was moving and needed to relocate my alarm hardware to my new residence. I was informed that I would be required to pay $199 for this service of which I agreed. I also received a quote of $100 to add additional window sensors as my new residence is larger and had more windows. We scheduled an appointment for Thursday May 21, 2015 for a technician to arrive between 1pm and 5pm. I made the necessary arrangements with my employer to be home during this time and no one from the Company arrived during our agreed upon time. It was then that I called and spoke to a representative by the name of [redacted] to learn that the Company had mistakenly missed our agreed upon appointment. I was assured that I would not be charged the $199 (the cost to reallocate the hardware) and that they would contact me with another appointment time. Since then I have called over five times and spoke to [redacted] and [redacted] only to learn that they cannot provide me that a specific date or time on which a subcontractor will arrive and that they will address the issue. I have not heard from anyone from the Company since then. On May 26th, 2015 I contacted [redacted] from [redacted] who informed me that the Company charged my account on May 20, 2015 one day prior to our scheduled hardware reallocation appointment of May 21, 2015 and that they have also been charging my account for security monitoring services of which I have not received. The Company has repeated failed to provide me with the services to transfer my hardware and have repeatedly failed to provided me with the agreed upon services under the agreed upon contract which is a breach of contract.

The agreement is grossly unfair in that I agreed to a three year contract with the sales representative upon the initiation of services only find out later that the Company had signed me up with a 5 year contract. I would never agree to such an unreasonable contract in that the typical contract for an alarm system is 2 to 3 years for the type of services that I had engaged the Company to provide. I contacted the company to inquiry of the original 3 year contract and the customer service representative claimed to not know of such an agreement. As such, the agreement is grossly unfair and cannot be legally upheld.Desired Settlement: I am disturbed by the manner in which the representatives have spoken to be and cannot continue to do business with such an unscrupulous organization. One of the representatives by the name of [redacted] stated “I cannot make a technician fall out of the sky” as I repeatedly attempted to have my services transfer to my new residence. One another occasion, a representative by the name of [redacted] stated “you seem like the kind of person who always gets what he wants” as I repeatedly attempted to have my services transferred to my new residence. The resolution to my claim is to break away from this Company, paying nothing more than what has already been paid so we may go our separate ways.

Business

Response:

Mr. [redacted] has paid the installation fee of $199.00, which we will credit toward 4 months of monitoring, once the system has been installed. He will be given credit for any months for which he was charged, but was without service. He also requested another window sensor, which will also be installed at no charge, for his inconvenience, for which we apologize. [redacted] is the sub contractor who has been assigned to perform the installation. Mr [redacted] may contact this office at [redacted] and speak with [redacted] or [redacted], if he has any questions.

Review: I found out I was still under contract, when my contract to my knowledge had expired. They were rolling over my contract and I did not know it. I wrote a letter requesting my contract end, and my rate to be lower to continue with them. [redacted], a sales rep called me and we discused staying with them, after I had decided not to, because of a very rude customer service person I had words with. [redacted] and I spoke for sometime, he offered many thing to keep me with them, but I would have to sign a new contract for 5 years. I was very concerned and really did not want to do this. By the time our conversation ended he had offer a 6 month no payment, a reduced rate from 49.99 to 29.99 and wireless smoke detector that worked off the security system and a outside siren to alert the neighbor of a break in, I would have to pay 100.00 of the cost of the siren, which he said was costly. After a 3 month span, I had only the no payment. Finally a service person came out, after 1 appointment that was a misunderstanding, 1 appointment in which the service person was a no show, and no call. He install the smoke detector, but not the siren, stating he was ordering a differant one, that he felt was better for the system. And would be back out before the next week was out. That never happened. [redacted] and I had many conversation about this issue. Finally he was able to reach the service people and came up with some nonesense, that was never said between myself and the service person. I started becoming upset, waiting now 3 months for them to keep up with there promise to install the siren. I said in only took him a day to get me to sign the new contract, but 3 months later they had not kept there part. Well after many conversations he turned me over to another sales rep. [redacted]. I explained everything to him, and was very upset, that I was being passed around, before I knew it, know one was taking my calls. There is a lot more involved in this, I wish I could explain it all.Desired Settlement: There is so much more to all of this, lots of lies and disseat. Lack of trying to work with me toward the end. I even tried to send a e-mail to the CEO [redacted]. The next day it was sent back. I don't know what else to do, I really just want out of this contract!! I don't see how we can continue doing business with a company that treats its customers with such disrespect. They won't take my calls, and I will not pay when my 6 months free is over. Best thing is to let me out!!

Business

Response:

In attempts to correct the issue, we will be canceling the 5 year extension [redacted] signed with [redacted]. Per terms of the agreement the customer signed in 2010, she is still due to pay until June of 2015. As good faith to the customer, we will not look to accrue the last 3 months of payments that the customer received for free.

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 am excepting this, but not truly happy with it. There is so much more that they have done, I have no faith or trust in this company and intend to pay off the balance of my contract, though not happy about it, just to be rid of these people.

Sincerely,

Review: Safe Home Security has billed my bank account 3 times after their services were cancelled. On 11/05/2015, I was charged $44.99, 12/07/2015, I was charged $543.98 and on 01/05/2016, I was charged $44.99. When I spoke to the company, they say that my account shouldn't have been charged, but they have not returned my money to my account.Desired Settlement: I would like for my funds to be returned to my checking account.

Business

Response:

Per conversation with Mr. [redacted] on 1/13/2016

I spoke to Mr. [redacted]. We sent him a refund check and he has received it. He does not have any further issues with Safe Home Security, Inc.

This was an error and has been completely solved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me. The only complaint that I have with the company now is the cancellation. I was told that the contract would be cancelled on November 4th. Yesterday, I was told that it should be cancelled in the next couple of days. I just want that issue resolved and I would be completely satisfied with the company's resolution.

Sincerely,

Review: I have been unable to use my key pad on my security system for 2 months. I was on vacation the 1st week of July when I returned home on July 09 I phoned the company to have them ship me out a new key pad which I have not received. It was the advice of the service worker to replace the whole key pad. I have called numerous times and spoke with numerous people and I still have not received the item or received a call back. I am able to use my key remote to arm and disarm my security system. If my house was broken into while I was home I am unable to contact the police from my key pad. I was promised from [redacted] that I would not be charged for the service I can not use which of course they are taking money from my account. This company is by far the worse company that I ever have dealt with.Desired Settlement: A new key pad.

Business

Response:

The customer's keypad has been ordered. When the client returns from vacation, we will be able to install the equipment. That will fix the customer's issue and the alarm will be restored to full functionality.

Review: I've had safe home since January 2014 at my previous address. I moved 6-17-14 to a new home. my security system was removed from my old home by safe home contractor in june. I'll had numerous issues with trying to get the system they removed put in my new home, they would set up appts, never show up, or show up at the old home. Then made me sign new contract and pay 199.00 for them to put system in my new home which I paid in june, system was not put in new home till 7-14-14. Have called many times and they can't find any record I moved or my new address. Thought system was working now have low battery, called again still can't find me in there system, give them my address again was mailed new battery called them when we put in, to find out they have no record of my new address again and can't find anything in there system for my new address. And find out if my system had went off the police would have been sent to my old house because they have no record of new home, have signed contract that they can't seem to find and my 199.00 which I think they may have pocketed. So have the paid 199.00 and signed contract saying they will moniter my new house which they have not done since june at my old home. I've been almost 2 months without monitoring. Im done trying to deal with them, they have the worst customer service and are so ignorant when you call. They just keep transferring you around. Have dealt with [redacted] at safe home. He is the only one they tell me can fix this which he has yet to do after many phone calls. Ive tried going to supervisor or manager but never get anywhere. At my wits end with them. Have see numerous complaints about them on internet. Are you doing anything about them? And how do I get my 199.00 backDesired Settlement: I want out of the contract. Would like to see them out of business. I have no intention of paying them anymore money since I feel they haven't held up there end of the contract and moniter my home. Just want to move on and get another company.

Business

Response:

IN RESPONSE TO THIS COMPLAINT, THIS CUSTOMER REQUESTED A SYSTEM MOVE THAT REQUIRES A NEW AGREEMENT AND $199.00 WE CONTACTED THIS CUSTOMER MULTIPLE TIMES

TO GET THE AGREEMENT SIGNED SHE REFUSED TO SIGN THE AGREEMENT AND SAID TO TALK TO HER HUSBAND. THE FIRST CREDIT CARD THAT THEY GAVE US FOR THE $199.00 WAS

DECLINED. IT THEN TOOK SEVERAL MORE DAYS TO GET THAT RESOLVED THEN WE SET A DATE FOR THE SYSTEM TO GET INSTALLED AND THE CUSTOMER MISPLACED THE EQUIPMENT.

WE THEN HAD TO SET ANOTHER DATE TO GET THE SYSTEM INSTALLED. THIS IS THE CUSTOMERS FAULT NOT SAFE HOME. WE WILL NOT CANCEL THE ACCOUNT AND WE WILL NOT

REFUND THE $199.00

Consumer

Response:

Review: [redacted]

I am rejecting this response because: everything about requesting my system be moved is true however the failed to tell you that they sent the installer to the old address to put the system back into the same house the removed it from because the never set up a new account for my new home which meant I never had a system in my new home from June when the removed it till July when the finally put it in my new house. My 199.00 fee they say was rejected on my credit card the first time was never put on my credit card. After numerous phone calls to them with no returned calls they still had my old address listed so if my alarm went off the would have dispatched to my old address not my new address. I did eventually sign a new contract and paid the 199.00 but only because I was the one making all the phone calls to try to get things straightened out. I did refuse to continue calling them and had them talk to my husband which they were refused to call back also. Just about a few weeks ago did the finally change my address to the correct address for dispatch. They are still the most unprofessional company I have ever dealt with and have the worst customer service ever.

Sincerely,

Business

Response:

IN RESPONSE TO THIS REJECTION,

THE CUSTOMER STATES THAT SHE DID NOT SEND THE AGREEMENT BACK AND PAY THE $199.00 WITH OUT BOTH OF THOSE THINGS WE CAN NOT MAKE A NEW ACCOUNT

OR CHANGE THE OLD ACCOUNT INFO. WE DID CHANGE THE ACCOUNT INFO ONCE THESE WERE RECEIVED AND THE SYSTEM WAS INSTALLED AT THE NEW ADDRESS.

WE WILL NOT CANCEL THIS AGREEMENT OR REFUND THE $199.00. I WILL GIVE THE CUSTOMER A ONE MONTH CREDIT.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I finally did sign the new contract and pay the 199.00. But what I had to put up with in their customer service department and all the problems and unprofessionalism no one should have had to deal with as a customer. They should be held to higher standards and should learn how to treat a customer. They made promise after promise to fix my account and make it right and after phone call and phone call was it finally fixed no thanks to the many customer service people I talked to. I think they owe waving me one month payment fair. The company really needs to revaluate their business practices and be a little more appreciative of their customers, because without them they wouldn't be in business.

Sincerely,

Review: We cancelled this service after the contract was up. My wife and I have spoken to representatives several times and each time we were told the account was closed and the balance was zero. Despite these claims we continued to receive bills. I paid a balance with one representative by credit card and was told at that point that we were "all set" and account was closed. My wife then received a phone call asking for the balance due. Again, once she explained what had occurred we were told the account was closed with a zero balance. I received a letter today claiming a balance of $47.31 and threatening to report this to "multiple credit bureaus."Desired Settlement: No further contact and if they have reported this falsehood to the credit bureaus I would like this corrected.

Business

Response:

The account has been canceled with no balance due, or further obligation, to Safe Home Security. We apologize for any inconvenience or misunderstanding.

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: We remodeled our retail location which required relocating one of our alarm sensors. We called the alarm company and paid for a service call. A contractor came out and relocated the sensor. Shortly after arming the system, I received a call from the police saying our alarm had been triggered. This was the first time the alarm had ever been tripped, so I rushed back only to find out it was a false alarm. The very next time we armed the system, I received a call from the alarm company that the system had been tripped. I returned to the unit only to find the alarm had gone off due to a false alarm. The customer service representative told me the same sensor had been tripped both times, and that it was the sensor the contractor had moved. I was told they'd schedule a service call to have the sensor repaired. No one ever called me back. I have tried numerous times to get in touch with the contractor and my calls haven't been returned. I spoke with the alarm company last week on Monday and was promised a call back about scheduling a service call. No one called me back. I called on Wednesday and was promised a call back from the contractor. No one called me back. I called and left a message on Friday and that call was also not returned. I called today to cancel my service because my alarm hasn't been functioning for months, they informed me they couldn't cancel my account because I could bypass the faulty sensor and we have a "maintenance agreement." They offered me a credit on the service call or a partial credit for the time the alarm hasn't been functioning, but not both. No one from the company has ever returned my messages or followed up with me to ensure my alarm has been working. We haven't been able to arm the system in months because it hasn't been working.Desired Settlement: I would like our service canceled because they have been unable to maintain our system per our agreement. No phone calls have ever been returned to either the alarm company or their contractor. The level of customer service they provide is extremely unsatisfactory. I would also like the money we paid for the service call refunded since the alarm was damaged, and I'd also like a refund for the time our alarm hasn't been functioning.

Business

Response:

Client is upset with Technician issues, and follow up issue. These are real issues, but they are fixable, Client was unwilling to give us 1 more chance to repair, and is looking for us to cancel the alarm agreement, we cannot cancel the agreement, there are 13 months left.

Consumer

Response:

Review: [redacted]

I am rejecting this response because the company is attempting to send out the same contractor that:

Never answers the phone or returns my calls to set up an appointment.

Has only ONCE called me only after I called to complain with the alarm company that he's not returning my calls. He didn't set up an appointment with me. He called me days after the alarm company said he would, and he just called to tell me he'd be there in less than an hour to repair it. I was at an appointment and could not leave because he was suddenly available to drop by unexpected.

Damaged our phone lines when he moved the control box, requiring [redacted] to disconnect the control box and repair our lines so our Internet could work properly.

Damaged one of our sensors during a service call, causing false alarms, rendering our system unusable.

I am unwilling to let them send their contractor back when he's caused so many problems in the past. I am also disappointed with the level of service the company has provided. They claim I'm "locked" into a maintenance agreement when they can't properly maintain our alarm system. Until I opened the complaint with the Revdex.com, they never once followed up with me to ensure the service had been repaired. They care more about locking me into this agreement and collecting money from me than delivering the service they're supposed to be. Until I opened this complaint, they never returned my calls.

Review: Safe Home Security defrauded me and bullied me. They have been fraudulently monitoring a residence where I have not resided in since January 2015. Safe Hone Security was informed I no longer lived there and has been monitoring the home for the new homeowner for free and expecting me to not only pay out the contract but bully me into buying a new security system for 3x the going rate at a new residence. I have called them at least 6 times to resolve this and by virtue or calling my family last night for an alarm going off at a residence I no longer reside at I uncovered the fraud.Desired Settlement: I would like Safe Home Secuirty to remove my name and contact info from the old residence immediately. I would like any contract terminated as my rights have been violated and I have been knowingly defrauded by the organization. I would like no further contact or association with Safe Home Secuirty as I do not trust they will act in good faith as a Secuirty monitoring company.

Business

Response:

The customer has a contract with a 90% buyout clause in it. Moving does not absolve the debt. The customer must pay teh remaining balance due wether or not they still have use of the system is irrelevant.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The business committed fraud by monitoring a system still under my name when I don't live there anymore and charging me for service that was never rendered.

Review: I have been calling Safe Home Security / Security One since the end of December 2014 to the beginning of January 2015. We had moved and I was trying to get the company to honor THEIR contract. They had given me a Moving Certificate which allows me to use one time and not be charged for them to come out and hook up the alarm system in the new location. When I called, the person tried saying she never heard of such coupon and it would be a $200.00 charge. I told her I'm not paying that because I had a coupon from them. she wanted me to send it to her so I agreed to fax it and I put 'Attention _______' with the names of two (2) of their employee names on it. They claim they never got it. Then, I e-mailed it to the employee and to verify she received it, I called the employee to let her know what e-mail address she should be looking for. Of course, she never got it. Eventually, they finally said they'd honor the coupon. Still, NO ONE has come to connect our alarm system.

Days turned into weeks because they claimed I needed to call back tomorrow because their fax machine was not hooked up due to their weather, or I needed to call back because they are short staffed, or because they needed to check on something and then they would call me back (which most of the time didn't happen).

Then, they claim we need to sign another contract before someone can come out. They've e-mailed it so many times but the problem is, it states another year to be in contract. Our contract expires in October 2015. That's less than another year. No where in our contract does it state that if you move, you're obligated to more months. I also tried to clarify that we will be credited for the months of no service and the girl tried to put it on me saying it's our fault we do not have service because my husband wanted to cancel. For one, he only wanted to cancel just recently after getting nowhere with this company and after serval attempts. For two, the contract is in my name only, not my husbands, so exactly what is the excuse for not providing me with service??? After going back and forth, my husband and I spoke with someone on speaker phone who claimed to be a manager. In the conversation, I clearly said, "Let me clarify what you just said so I understand", "you are going to have a technician come to my house to connect the alarm and that person will have the new contract with him stating our contract expires October2015." The MANAGER said "yes."

We'll guess what?! We still DO NOT have an alarm hooked up!!! I'm not paying for a service we don't have and should be reimbursed for any charges during the time we haven't had any service. This is by far the worst company/customer service we have dealt with. I do not trust this company therefore I am not signing anything until the paper is in front of me. Some of the dates for trying to take care of this situation is February 3,2015 I spoke to a manager and an employee. February 4, I called and left them both a message on their voice mail to find out what's going on. February 6,2015 spoke to a different employee and he claimed to have another manager call me back which never happened. February 18, 2015 spoke to the manager who stated he was going to take care of this issue and it's still not taken care of. Some Other contact dates are, February 10, 12, 20, by e-mail.

We have also asked to be let out of this contact because they aren't providing customer service. They said no.Desired Settlement: I would like to be refunded for the month of January , February. I also would like to be let out of this contract with no penalties.

Consumer

Response:

Today, 2-24-15 at 3:00p.m., we received a call from the alarm company saying someone will be at our home in 45 minutes. There was no common courtesy call to let us know ahead of time. You cannot expect someone to drop everything and rush home. There needs to be some professionalism and call the customer to see if the date and time works for them.

Business

Response:

Client called in to move system and the initial cost for a move by Safe Home Security is $199.00. Client disputed the charges due to having the coupon. After speaking with one service rep client then speak s with another rep and created the move to pro long even more since that person was let go by Safe Home. [redacted] then called in to the original service writer who did handle and schedule for the move and shortly after [redacted] sent in an email saying he wanted the account cancelled which again slowed down the process of the move. [redacted] called in and wasn't aware of the cancel attempt so we explained to her that she needs to communicate to her husband who is making decisions on the side. As for the agreement, we would need one done to show the homeowners new address. We sent several echo sign agreement and client didn't want an extension on their agreement. Client only owes 10 months but the echo sign only has the minimum of twelve months. So we agreed to send the tech out to complete the service call and to bring an agreement for the remaining term of his original agreement but Mr. and [redacted] weren't home when they were scheduled for the service call. So we rescheduled client for the 3rd of March and it was okay for [redacted] as long as he received his credits he would be happy. Two months of monitoring credit was applied to the account for the inconvenience that the client has been going through.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: everything you said is incorrect information. You really should be more professional! Also, the "credit for being inconvenienced" is a credit for not having service. If you'd like to credit my account for our inconvenience there should be more than the two months of no service. I have not seen anything in writing or on my statement that anything was refunded.

Sincerely,

Review: THIS COMPANY IS VERY UNPROFESSIONAL, THERE SO CAL MANAGERS DO NOT TALK IN A PROFESSIONAL MATTER THEY QUICKLY WANTING TO GET YOU OFF THE PHONE NOR DO THEY GIVE YOU THERE NAME. THERE EQUIPMENT DOES NOT WORK AS PROMISSED. I PAY MONTHLY FOR SECURITY FOR MY FAMILY AND HOME BUT GET NOTHING IN RETURN.THEY TOLD ME THAT MY ALARM IS WORKING PROPERLY WHEN I DISCONNECTED THE WHOLE SYSTEM 3 WEAKS AGO.THEY TOLD ME IF MY PHONE LINE WAS TAMPERED THEY WOULD GET A SIGNAL , WELL MY DOG CHEWED ON THE WIRE AND NOT ONCE GOT A PHONE FROM THIS COMPANY. THEY ARE FAKE AND CROOKS DONT UNDERSTAND HOW THEY ARE IN BUSINESS.SPOKE WITH A COSTUMER SERVICE PERSON SHE TOLD ME I WAS AT A MONTH TO MONTH CONTRACT I CAN DISCONTINUE WITH THEM AT ANY TIME BUT WHEN I SUBMITTED THE CANCELATION LETTER THEY REFUSE TO LET ME GO WITH OUT PAYING FOR ANOTHER YEAR. THEY MAKE IT INPOSSIBLE TO GET OFF OF THERE COMPANY.OVERALL EXTREMELY DISAPOINTED STILL PAYING FOR "NO SERVICE"!Desired Settlement: I WANT OFF THIS SO CAL CONTRACT THEY PUT ME ON HONOR WHAT THE EMPLOYEE THERE SAID STATING I WAS MONTH TO MONTH.WITCH IS ON A RECORDED PHONE CALL ON THERE BEHALF.AND REFUND IF POSSIBLE FROM THE TIME I DISCONNECTED THIS CHEAP ALARM SYSTEM AS OF 11/07/13.ALSO ACTION TAKEN ON THE EMPLOYEES HOW RUDE AND UNPROFESSIONAL THEY HANDLE THEMSELVES.

Business

Response:

the client was offered numerous times to resolve the alarm issue. we offered to re install it for free, we offered a cell back up unit. The client has declined every offer made. The client will be held to the term of the agreement. Through these difficult times we still would like to come check the system and get it fixed for the client. if they can call me ... I would appreciate getting the matter resolved

Consumer

Response:

I do no not want anything to do with company they extremely unprofessional the system that I had was Not there equipment and they were trying to sell me a new one so they can extend my Contract witch I do not want a part of ,all I really want is respect what I was Told by there employees said I was month to month and get me off there Contract . They should Honor what I was told! I will never refer any one to this Company and the Fact that they have over 1042 Complaints says it all!!!

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

The client removed the system off the wall. We have done nothing but offer numerous solutions to resolve the issue of the system being taken down by the client. In a final effort to make the client happy we are more than willing to remount the alarm system and components at no charge to resolve the matter and keep a good business relationship with the client.

Review: In July 2012 I decided to upgrade my alarm system with [redacted], a reseller for Safe Home Security. At that time I made it very clear to the agent that I had plans to move in the upcoming year and I wanted to know what would happen. She stated that they ask that we leave the alarm system so they could possibly take on the new owner and that they would install a new alarm at my new address for a fee of $199.00. I went ahead with the sale of my house with this knowledge.In May 2013 I sold my house and made the call to Safe Home Security to setup an appointment to get my new alarm system. The agent informed me that I was suppose to have called 2 weeks prior to the sale of my house to have the alarm removed, I informed her that that is not what I was told. For the next 3 months and talking w/several agents I was given the run around telling me that I needed to try and find contact info for the new home owner to make arrangements to get my old alarm system because they would not install a new system at my house. This whole time I'm still paying my $51 a month bill for services I'm not receiving. Finally I was able to find my original paperwork only to find that nowhere in the terms did it say anything about me having to call 2 weeks prior. The contract stated that in the event of relocation I could get a new system installed for $199 and enter into a new 60 month contract. I had to photo copy this and send it to Safe Home as if they didn't have my contract on hand or didn't believe me. Finally, they agreed to put in a new alarm system but now want to charge me the $199.00 even though I've been paying for services for 3 months that I haven't been provided because they don't know their own contracts.

Product_Or_Service: Alarm System

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I believe Safe Home should have to either refund me for the 3 months of service that I was not receiving or cover the $199.00 installation fee for the new alarm. They feel they are not at fault for any of this and shouldn't have to pay for anything and that I should be happy that they are finally going to install the alarm system that should have been done back in May 2013 without all this hassle and time consumed.

Consumer

Response:

[redacted]

I did not receive that notification, nor have I received a call from [redacted]

Thank You,

Business

Response:

Safe Home Security has agreed to waive the charge of $199 for the equipment to be installed. A senior account executive by the name of [redacted] will be in contact to schedule an appointment with [redacted]

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: If someone breaks into my house my alarm system does not work.Desired Settlement: To cancel the remainder of the contract with no penities. The systems has not been working correctly for over five months now and they sent a tech out said it was ok, but it still goes off at 3:15AM every morning. They sent another tech and he said that we were not even having communication with home Center. I have tried several times to call and left several messages with to no avail. At one time when I did get to talk to someone named [redacted], he said "I could not cancel my contract"

Business

Response:

The customer is in a 5 year contract through August 2016. There are 2 options, the first being call us and schedule a service technician to come to the home and repair the system. The second option is to pay a 90% buyout to term to cancel. This amount is $516.89

Consumer

Response:

Review: [redacted]I am rejecting this response because:I have tried to get the issue fixed for over a year now..The Alram would go off around 3:00AM several times waking me up, and also during the day. The status was "failure to communicate." I called several times for they to fix the problem which it never happened. Then they finally sent a tech out and he fixed it, two days later it started up again. Called again and they said I needed a new battery,which they sent it and charged me $49.99. Still the issue continued. I have tried to work with the Alram company to get the issue fixed. I had called to speak to manager leaving serval message with no retuned calls. I kept trying to call and finally got through I told them I wanted to cancle the service which I was told by [redacted] in a non-polite and sarcastic tone I could not do that. Which legally I can. They said if I cancled the contract I would have to pay a penalty if I did. With all the issues I have had with their service not working properly I feel I should not have to pay anything. The system has not worked properly for almost a year now, so I got another Alram system that works and I feel more secure knowing the system is working. Sincerely,[redacted]

Business

Response:

The options given are the only available. We are not cancelling the agreement.

Review: I was moving to a new place and had the tech come out and remove my monitoring equipment as I tried but was unable to remove it. When the tech came to remove the equipment, it was the last day of me and the family at that particular place and I was not present but my mom was there and thetech was suppossed to come back to install the equipment. Since that day, its been more than 2 months but I have not been able to find the equipment. The tech said he left it there but we were not able to find it. I don't get it why would he leave it there unattended when he knew he or someone else from the company has to come back to install it. I am just paying for the monitoring services every month without even being monitored. I had my monitoring services through [redacted] at the business and [redacted] st the house and This company is a big time cheat as they took over my contract from [redacted] saying that they are from [redacted] and were there to install the new equipment. They had my parents sign a new form, which really was a new contract saying that you are still with [redacted]. I had to face a lot of difficulty last year when they I was getting billed from 3 different companies, [redacted] and Safe Home Security. The sales agent [redacted] apologized and promised to pay for the remaining 2 months that I was still left with the other 2 companies. he was good about taking care of the 1st month and also said because it was all a part of cheating, he will himself call [redacted] and get the contract with them cancelled as they were sister companies. It is funny, how people from Safe Home Security, when they came to my business address saying they are from [redacted], they had my system password, my information for the last calls and my emergency contact information. Now they want me to pay for the new equipment when I am sure the tech never left it at my house as it does not even make sense for him to leave it there especially on the last day of our moveDesired Settlement: I would want either my contract to be cancelled with Safe Home Security with out any penalities as they have been cheating from day 1 and I really never called them to start services as I was happy with [redacted] and [redacted] or for them to give me a new equipment. I was able to monitor my accounts over the phone with the previous companies before and this company is even charging me more every month and no facilities given to monitor the accounts online or over the phone.

Business

Response:

I have left message on the number provided and have been in contact with the original dealer and we make sure the customer is satisfied and handled correctly.My contact information as stated is [redacted] ###-###-####, Dir of Consumer Affairs.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I got a message from MR [redacted] on 07/17/2014, I called him back and left him a voice message the same day and the next day on 07/18/2014 as well and after that a customer care representative from the dealer ([redacted]) called and was working to get a resolution on the case but she is on vacation since then and for another 2 weeks and the other people are difficult to deal with.

Every time, the dealers put a new term in front of me.

We need to re open the complaint and get some resolution on this as my house is not protected and as of tomorrow , there is going to be no one at the house and I am afraid of something happening. I have already informed the dealers of this situation. I would really appreciate all your help in this matter.

Thank you

Sincerely,

Aman Kaur

Business

Response:

We allow our dealers an opportunity to resolve the issues presented with or customers. We will now step in and correct issues and reimburse the customer for inconvenience. I will be having my dispatch staff call and set up service.

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.

Hoping it will be soon

Review: 1.Over a year ago,lightning hit our house and blew out the Alarm box and hard wired plug from the wall. My husband called the company for assistance and was told that there would be a "charge" that could not be given until the situation was assessed. 2.We had talked prior to the problem about cancelling the service, and brought it up to the man on the phone. He said that we had a contract that would not allow us to withdraw from the system. That they would fix it for a fee, but we would have to finish out the contract.3.We continued with having the money drafted from my [redacted] account...for the rest of that year!4.In march, I began the process of making sure the security service was not renewed. I was told that we did not have a 1 year contract, it was a 5 year contract and we would need to either fix the system and/or keep paying.5.I talked with someone from [redacted] about the problem and decided that I would cancel the credit card immediatly. The draft on 3/5 was the last one. However, on the bill I received yesterday, it is stated that a payment was received by them on 4/14. 6.I got a letter from SHS on 5/22 (the letter was dated 4/21 and postmarked 5/19 which stated that my credit card was declined and I needed to re-enroll within 72 hrs and if I did not respond, I would be billed quarterly.7. My household has not used the service in over a year, because it is FRIED.8. We have paid for the "non-service" for over a year!9.I do not expect the money reimbursed that was paid over the past year. I do think, however, that a reputable company would have allowed us to cancel the contract at the time of the lightning strike, if we chose not to have it replaced. 10.I have pictures on my phone of the alarm box and the plug...I sent these to the service rep. whom we talked to when it blew off the wall.The Safe Home Security,Inc was installed as Security Force Inc.Desired Settlement: I WANT OUT OF THE CONTRACT!!!!The men I've spoken to have been very agressive in telling me that I have no other option, but to continue to pay.

Business

Response:

We will be willing to install a new panel for an additional $5.00 per month on a new 36 month agreement. If Ms. [redacted] is not willing to have a new panel installed to replace the burnt panel, then the only option is to fulfill the current agreement Ms. [redacted] is currently in.

Review: I asked for service on multiple occassions over a 45 day period to repair my home monitoring system and Safe Home Security (SHS) failed to do so. Technicians hired by SHS were scheduled to visit my home on three occassions (two of which I only documented in writing) and they were no shows. The only remedy SHS offered was not to charge me for monitoring service for the 45 day period. They never repaired my monitoring system. Moreover, they never properly installed my cell back-up system which I did not realize for over two year period that I had a service contract with them until an alarm technician told me so. So, I notified SHS in writing that I was terminating my contract with them because of the "no shows" for service. I found them in default of the contract. The only responses I received from SHS were past due notices.

Product_Or_Service: home security monitoring service

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am requesting that they honor my request for termination of my contract and refrain from pursuing collection action against me and reporting me to the credit bureaus for delinquent payment.

Business

Response:

Business Response /* (1000, 5, 2013/06/20) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

After reviewing teh details we will cancel the account. Please allow 30 days for the process to complete and ignore any invoices received prior to that time.

Review: Take advantage of someone who is not able to make decisions

someone came to my moms door and they told her this was just like life alert but much cheaper, she had them install, paid for it, has been paying the service for 3 years. There has been no monitoring device in the home. Desired Settlement: Cancel service ithout penalty

Business

Response:

Business Response /* (1000, 8, 2013/06/07) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@SAFEHOMESECURITYINC.COM

WE HAVE RELEASED THE CUSTOMER FROM OUR CONTRACT. NO FURTHER OBLIGATIONS ARE REQUIRED. NO REFUNDS ARE DUE TO THE CUSTOMER SINCE SHE DISCONNECTED THE SYSTEM HERSELF BACK ON 11/2/2012 WE OFFERED TO SEND A TECH AND CUSTOMER REFUSED. ON 5/21/13 SOMEONE CALLED ON BEHALF OF CUSTOMER AND WE OFFERED AGAIN TO SEND A TECH AND REFUSED. DID AGREE THAT SHE SIGNED AN AGREEMENT.

THANKS,

Review: Business was contacted in Oct. for non working system, back door magnet came off not allowing system to be activated. Customer service suggested service plan, which ran $360. We declined deciding to go with another provider who would provide newer equipment. At initial decline, rep. Suggested we could not terminate service, as we were locked into a previous contract. Once they were educated on the lapse of that contract, the customer service rep. Said we were okay. Today I received $67.82 "past due " amount and threatened reporting to multiple credit bureaus. How can they charge for a system they were unable to monitor due to the fact that it's not functioning. Their claim is that the claim was not put in writing, which we were never made aware of. They do have in their documents that the system was non functioning.Desired Settlement: It appears unlawful to charge for monitoring services on a documented non functioning system. What service are they charging for? I would like final payment refunded, as no service could have been provided.

Business

Response:

After reviewing out of excellent customer service we will cancel the account and forgive the remaining months left in this years renewal. There is nothing further owed. Please allow 30 days for the cancellation to process and ignore any correspondence recieved prior to that time.

Customer service personal are rude and can't seem to keep their scheduling straight. Two weeks ago I was scheduled for an afternoon app't for them to come out to do an adjustment on my security system. I cancelled my dentist app't so I'd be home when they came. They never showed. Who ever booked the app't at SHS didn't put it into the system. Okay mistakes happen and I can understand how that might happen once. I rescheduled again. Customer service offered me today Jan 21 2016. It happened that I had rescheduled my dentist app't for this afternoon. I told the girl I'd need another day because of my dentist app't. She offered to give me a service call app't app't for between 4-5 and that the service tech would call a half hour before he arrived. I told her that would be perfect. I get home from the dentist at 2:45 and had a voice mail saying that because I wasn't home when the tech called to let me know he was on his way my app't was cancelled. I was home long before my scheduled app't. Come to find out whoever booked me for the 4-5 service call neglected to put that time in the SHS system. Stood up twice in a week due to their inept customer service dept. I called them...first girl I explained the situation with told me she would transfer me and put me on hold for over 15 minutes then the phone was disconnected! Called again and got a different girl..explained the whole situation again...she put me on hold for over 10 minutes and I got disconnected...I called a third time and explained to yet another girl named Inez the situation. Her response was to call me a liar and that they would never schedule a service call for between 4-5. As she was yelling at me I asked to speak with a manager. She put me on a dead line for which I held for over 20 minutes and then realized it was a dead line. Needless to say the Customer Service is nasty, rude and evidently management lets them get away with it. There is a lot more to this story but I just gave the condensed version. I spent over an hour on the phone to accomplish nothing other then being hung up on and yelled at. I can't wait to get out of my contract with SHS and go else where where the Customer Service personal is courteous and helpful. In my opinion it is management's duty to teach these rude Customer Service Reps some manners and how to help customers not belittle them and insinuate we are a bunch of liars. I feel that the companies disregard for its customers and lack of reliability is reason enough for me to be able to cancel my contract with them. SHS needs to revamp their policies and personal or be shut down.

Review: I am writting this to complain about this company and their crazy antics. back in spetember / october of 2012 I request that they cancell my account and send me a bill for the balance I owe. well they sent me a bill alright but never cancelled my account. I have spoken to them several times and each time I request yet again for them to cancell my acoount dating back to september or october at this point either month will be fine its been so long I just want this matter resolved. Well they havent cancelled the account and now are trying to collect as of july 27, 2013 $910.32 which I am refussing to pay on the principle they continue to charge me for a security system that I am not even using because I requested the account cancellation. my contract was for 5 yrs and I met that obligation and never renewed a contract with them so how this works is beyond me please help me with this matter of being ripped off by a conartist company and their scam.Thank you,[redacted]

Desired Settlement: DesiredSettlementID: No settlement requested - for

for them to bill me for the 3 months that I truely owe and not for months on end 3 X 50.00 monthly payment = 150.00 not 910.32

Business

Response:

Business Response /* (1000, 5, 2013/08/06) */

Safe Home Security will forgive the entire balance owed and cancel the account per the customer's request. There is no money due and the account is closed.