Safe Home Security, Inc.

Review: We signed up with this company on Aug. 22, 2012. Around June 2014 it stopped working and we were unable to alarm our home. My husband at first , not tried to replace the batteries with new ones, but that didn't work. He then called the company several times to get someone in to help us, to no avail. At this point I, [redacted], took over. When I called they told me that they couldn't reach us because they had our number as: [redacted], in stead of [redacted], which is only because the person who wrote out our contract made his 4's look like 9's... They even sent us out a 'Central Station Subscriber Verification Form' to get our 'updated phone and address info'. I sent it back the next day 9/26/14 but not one single thing had changed since we signed up. We then sent in a cancellation notice but were denied because the contract is for 3 years, not 2 as we thought. I have called the company on 8/11/14, 9/18/14, 9/24/14, 9/26/14, 10/3/14 and today, 11/4/14. Each time we are greeted by very friendly people who promise to call back and get someone to come out and fix the problem, which they say must be a magnet on our back door. The one time someone did call us back they told us that THEY couldn't even get someone on the phone and that they would call us back. Then never did. I have also paid ahead because they kept saying we weren't paying enough, so now I'm paid ahead until January 2015. They owe us $200.00 AT LEAST and we are trying to get out of our contact.Desired Settlement: We want to get out of the rest of our contract and get reimbursed for the amount we have paid ahead, and as far back as June 2014 since we have been unable to even use our system.(9/27/14)

Business

Response:

we performed service on the 20th and did follow up call today to make sure all issues were resolved. contact person is [redacted] at ext [redacted]. credited two months for inconvenience.

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.

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 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: I signed up for a 5 year contract in May 2010 with Safe Home Security. They came door to door in my neighborhood. At first we used it but then after a short period of time we stopped using it and couldn't get out of the contract which was fine. We waited until a few months before the contract was up, I believe in February or March and called to let them know we would be canceling our contract. They tried to convince us to keep them but let us know we would need to send a letter to cancel, which we did. On April 13, 2015 we received a letter from Safe Home stating "This letter is to inform you that we have received your correspondence regarding the cancellation of your account" and also encouraged us to call again which we were not interested in doing. On June 5, 2015 I checked my bank account which was set up for automatic payments from Safe Home and I see they made an unauthorized charge on our account since May 5, 2015 is when our contract ended. My wife called out bank and put a stop payment on the charge. I called Safe Home and let them know that we did this since our account had been cancelled. On July 6, 2015 we received a letter from Safe Home stating "during the process of this months payment, it was brought to our attention that we were unable to draft from your account for the following reason: Not Authorized. We are sending you this notification in hopes you will re-enroll in a timely matter. If there is no response, you will automatically be billed on a quarterly basis. Your first bill will include the payment missed, a $20 return processing fee, the next 3 months, plus a $3 processing fee." I again had to call them. The first person I spoke to, [redacted], said she can see that an account closure letter was sent to us and she would transfer me to the cancellation department. To my surprise, I was sent to the Resolution Department. Sal was who I spoke to this time and he said he would send the paperwork to the cancellation department and hung up on me. This is how my situation is left with Safe Home. Reading other reviews of this company, I am confident that this problem has not been resolved and I would like to report this company for poor customer service and unwillingness to close a customers account. I have seen nothing but horrible reviews and nightmare experiences with customers of theirs.Desired Settlement: Cancel my service with written letter confirming it has been cancelled. No more unauthorized charges to my bank account. I do not want any letters months down the road saying that I haven't paid and especially do not want any report from a collections agency as I have seen from other customer reviews. After that I want no further contact from this company.

Business

Response:

The account has been canceled, per the customers request, with a zero balance. Please let this be the confirmation in writing, requested

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.

I have had a great experience with this company. They gave me a quote over the phone (and stuck to that price), and installed it within the week. We have had it for 5 months now. We've set it off accidentally twice (once while letting the dog out before turning off the alarm, right when we first got the system) and once when putting the crockpot away and it clinked loudly and set off the glass breakage alarm, and they called immediately for the password and checked to make sure that everything was alright. I have had no complaints about their service at all.

I originally signed up for my home alarm service with [redacted] Security in May of 2007. That company has since been dissolved and it was turned over to [redacted]. The company that monitors my system has changed three times in seven years. The current company is [redacted] located in San Ramon, CA. I called yesterday to cancel my service, and they told me that my contract wasn't up yet. According to them, my contract renewed for two years when [redacted] took over the monitoring. According to my original paperwork, the contract renews for successive one year renewal terms, unless cancelled by either part in writing no less than thirty days prior to the end of the then-current term. The reason I want to cancel is because the alarm system, according to their technician is no longer working, so any alarm would not go to their monitoring system. They want me to buy a new system for $500.00, which, being on Social Security, is not in my budget. then told me that I would have to pay $395 to cover the remainder of the contract. I asked them why I should pay for a service that wasn’t going to alert them.

Review: I purchased an alarm system for my residence from Alarm One in September of 2005. In 2009 Alarm One went out of business and my account was then transferred to ADT upon receiving this letter I advised ADT that I did not want to have security protection from them and wished to have my account cancelled because I was disconnecting my home phone service, then services were transferred to a third party which is called home safe security and they were taking money from our account with our authorization then we went to to our bank to stop the payments and called safe home security and told them to cancel our services with them because we did not know who are they and we did not want to pay services with no one because we did not have home phone line, we also fill the latter from them to cancel our services as of 04/27/2012 and they did not cancel our services they were keep sending bills by mail and me and my wife were called them and ask them to show as proof were we sign the contract with them and they told us that they going to send in mail or email and we never receive anything from them. We just want them to stop our services and reimburse us money that they were taking from our account with out our authorization from 04/27/2012 until 11/27/2012

Product_Or_Service: security sistem

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

we just want them to stop our services and reimburse us money that they were taking from our account with out our authorization from 04/27/2012 until 11/27/2012

Business

Response:

Business Response /* (1000, 8, 2013/06/12) */

Safe Home Security assumed Mr. [redacted]'s account from a previous alarm company. Safe Home Security received a phone call from Mr. [redacted] on November 5, 2012. The call was concerning the cancellation of the account per the customer's request. The customer informed Safe Home Security that they have removed the telephone line from their home. Without a telephone line, the alarm system is not able to send a signal in the event of a triggered alarm. With the phone line removed in November, it is evident the monitoring was active prior to November. Due to the customer's decision to terminate their phone service, Safe Home Security has agreed to cancel the account without penalty. However, a refund from April to November is denied due to services rendered by Safe Home Security.

Review: I had my alarm system provider changed from [redacted] to Safe Home Security on 12/2/2012. On 1/4/2014 my alarm proceeded to go off between midnight and 1am, indicating 2 motion sensors and a door were triggered and the signal failed to send. I disarmed the alarm and searched the house, no evidence as to why the alarm went off. I went back to bed and this scenario repeated itself 2 more times in the next half hour. I called Safe Home Security to figure out how to disarm it until a tech could come out to look at my system. The tech appointment was scheduled for 1/10/2014. They identified that the keypad was linked to the phone line, which is not active. My house phone is run through the [redacted] modem. They said the cell box needed to be replaced since it was the one from when I had [redacted]. They said they would call me within a week to schedule a follow up appointment to schedule the install. I never heard from the company. I called on 3/11/2014 to complain about the lack of customer service and to see if I could cancel my contract. I was reminded the contract is for 60 months and doesn't expire till 2017. If I wanted to cancel I would need to pay 90% of the remaining balance. The rep, [redacted], went into the details of what would need to be installed and that my price would have to increase, since my current agreement doesn't cover the cell box. So that prompted me to ask, if this needs to be installed in order for you to monitor my system, what have I been paying for since 12/2012? [redacted] ran a report to check the weekly signal readings, my system sent a signal on install and 7 days later, this was the last signal they received from my system. [redacted] said he would look into further, I never heard back. I called today and spoke with [redacted] who proceeded to tell me there is no way they can credit my account other than for the time since I logged the issue in January and they are unable to terminate my agreement because he said there is no way for them to know that my system wasn't sending a signal.Desired Settlement: I have paid $29.99 a month since 12/2/2012 which totals $509.83 and I would like Safe Home Security to refund the amount since they did not provide the monitoring service they are required to do in order for our contract to be valid. This point was proven when my alarm went off for almost an hour and I had to call Safe Home Security to log there was an issue. I would also like to terminate the contract based on this breach of contract without paying the 90% of remaining balance.

Business

Response:

Recently, Safe Home Security sent a technician to service the customer's alarm. When we arrived, we concluded the customer's alarm is not communicating. As per the customer's agreement with Safe Home Security, we do ask that customers maintain a working telephone line, and test their alarm once a month. With that said, our goal is to have every customer be able to use their alarm system. We did offer the customer a solution. We offered to install a wireless module that the alarm could use to send signals to the monitoring station. This unit has a retail cost of $199.00 and the cost of the unit is $12.50 per month. We offered to satisfy the client and waive the price of the unit. Going forward, if the client wishes our monitoring station to contact them on trouble alarms, we can most definitely do so.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: After 14 months of unemployment, we had to move from our primary residence at [redacted], for a job out of state. My wife requested by phone and by letter to end contract with Safe Home Security. A letter verifying termination effective 12/01/13 was received. There was no known problem until she discovered they had taken the $34.95 from our checking account in December 2013 . When she called, she spoke to [redacted] who verified the termination and promised to get a refund check processed and mailed.

However, within 5 minutes of call with [redacted] a gentlemen called back to say [redacted] had made a mistake and they had renewed our contract without notifying us. It seems our letter of request to terminate was 5 days too late to meet their 60 day deadline, it also seems we did not fit the right profile to move as we were not selling our home but renting it. And it seems it did not matter the equipment we purchased from them was only good when hooked to a land line and the land line service was terminated 11/30/13.

My wife attempted to reason with the gentleman, whose name we do not have. It became apparent his company was willing to continue billing for services they could no longer provide. However, if we sold our home or it was foreclosed on, they would be happy to cancel the contract they had renewed without notice.

They have continued to send bills and in April and July they added 2 more charges without explanation. Our monthly bill for 3 years of service was approx $35/mo with no additional charges, however now we are being billed for "Monitoring" a fee of $74.85 and "Warranty" a fee of $30.00. Both of these have been added two times since the beginning of what they claim is a one year contract. Of course $10.00 late fees and finance charges continue to accrue monthly. As of 8/10/14 they are requesting $477.85

They have reported me to the [redacted] credit bureau and even that is inaccurate, as they say I stopped payments in September 2013. I have sent the bureau a letter of explanation as to why I refuse to pay further with proof of payment through December 2013 and with proof of the never been charged before " Monitoring and Warranty" fees which are being used to pad the bill they say I owe.Desired Settlement: The desired outcome would be for Safe Home Security to remove the report from [redacted]. I am willing to pay them an additional $34.95 which would equal 2 months (60 days) fine for termination outside the contract dates. They have already collected the December 2013 which is 30 days. We own the equipment they are supposedly "monitoring and warranting", there should be some reprimand for additional bogus charges in their billing process.

Business

Response:

We will cancel the account. Please allow 30 days for the process to complete and ignore any invoices or correspondence in the interim. I have asked your [redacted] and [redacted] bureaus be updated to reflect paid and cancelled. Please allow 7 to 10 days for that process to complete.

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: an alarm went off on 2/16/15. I was in air travel at the time, I was able to get my daughter to the house and with Safe Home they told her all was needed was a battery. the battery was installed but SafeHome could not activate the alarm. They gave a claim #, and said a tech would call and come out. My daughter waited a day, and then called again. within a 2 week period, my son and daughter called & no one called. I arrived in the US on 3/2. When I got home, my neighbor helped me and activated the alarm. I called SafeHome and voiced my dissatisfaction. In the mail that same day I rcvd a renewal contract dated 2/16/2015 for renewal of 60 months. I mailed the contract back; wrote void and cancel and included a letter why I was cancelling. Today I received a letter stating that my contract is still valid until 12/3/2015 and I should pay $269 to get out of the contract. The salesman [redacted] said that if I kept my other family member and friend then maybe there is something they could do. The customer service mgr [redacted] offered 5 months free service. With all of this I am asking then, if my contract has 9 months left and I am being offered 5 months, I am willing to pay them 4months and be done. their tactics are unprofessional and somewhat scareytDesired Settlement: Bill me for 4 months at $29.99 = $120. Cancel the contract as of 4/5/2015. I have already paid for March's bill. Allow me to leave feeling like a captive

Business

Response:

The client signed a contract on December 3, 2012 for 36 months. That contract ends on December 3, 2015. The five free months were offered as an incentive if the customer renewed with us; and are a condition of renewing with us. Without renewing, the five months free are not available. The client stated to me yesterday that the service issue she had was resolved and she currently has no service issues. She just wants us to cancel the contract early. We will adhering to the contract that was signed. The customer will expire on 12/3/15.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I signed on April 2012. It seems that when I orrdered a additional sensor they sent me yet another contract. There was no change in service. Then I received another contract dated 2/16/2015 for renewal of 60 months. I declined. This company is dishonest and is holding me hostage to a contract that best suits them. They broke the contract when they did not provide service. My home was without coverage for over 2 weeks. For 2 weeks I felt angst and futility knowing that my home has no system and I could not reach them. Now They are offering to send a technician only after I opted not to renew.

Sincerely,

Review: On January 2015 I completed my 3 year obligation with this company. I called to cancel my contract with them in March 2015. I was moving to another location (which really doesn't matter since I had fulfilled my contract). They told me on the phone that they automatically extended my contract for another year. I did not sign or agree to this and in fact when they called me in January to upgrade - I refused because I knew I would probably be moving that year. They told me to send in writing and they would look in to it and "probably" be able to cancel it. So I sent a letter in writing only to get a letter back that no - they would not cancel till January 26 2016. I let them know in writing that I would be filing a complaint with Revdex.com. They have been billing me each month $40.99. Please help me get my money back since April and stop the auto draft from my account.Desired Settlement: I would like a refund for April, May & June and for the auto draft to be stopped immediately.

Business

Response:

The contract states a cancellation letter is required 60 days prior to the end of the agreement, to avoid an automatic renewal of 12 months. SHS contracts the monitoring to an outside vender, which requires us to give them notice, and the 60 days is to us ample time to do that, which we have to pay for. However, In an effort to resolve this issue, a refund will not be issued, but the account will canceled and the remaining nine months will not be required, to satisfy the agreement.

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. But I would like to say that my security is NOT being monitored - there is not even a phone service at that residence anymore and has not been since April. Thank you for your help in this and the quick handling of it.

Sincerely,

Review: In November of 2014, my debit card was changed by the bank, it took a few months to find all accounts that were paid automatically on that card. This account was one of them. We were so close to the end of our contract, we called to see if we could just cancel. We informed the company that the system isn't functional because we didn't have a land line phone any longer. The person we talked to verified that our system hasn't communicated in more than 2 years. We very rarely used the system and were just buying our time until the contract ran out. After the first conversation in November, we were told that the account was closed and we thought it was a done deal. Then a couple of months later, we received another bill. Another phone call was placed and there was no record of the first call or the conversation. This time it was a 3 way conversation between me, my wife and the customer service person. After the conversation was over and we made it perfectly clear that we wanted to cancel, he said okay and would take care of it. Then a couple of months ago, we received ANOTHER bill. My wife called them this time. This time she was told that we cannot cancel our service over the phone. I told the person that in all our other phone calls, we were never told that. He then informed me that our service was now renewed for another year. We needed to cancel 60 days before the renewal date. He told me that he would call me back and see what could be done. When he called back, he gave my wife an email address in which to send the cancellation notice. My wife searched online and could never find any place to send any online communication. My wife talked the this person and asked to speak to a supervisor. She was told that someone would call her and that call never happened. In the cancellation she asked to have our service cancelled back to November 2014 when we first realized that they system doesn't work because we don't have a landline and we don't want it set up on cell service. Now we just received another bill that not only shows the charges from November, with interest, now charges for the next 3 months. The person who talked to my wife told her that if she sent in to cancel that he could have it canceled. Now we have to pay for another year of a service that we don't want and can't use.Desired Settlement: We would like to have our service cancelled effective from the first day of the missed payment and we owe nothing. They can even come get their system if they want.

Business

Response:

Account has been closed as of July 8th, with no further billing due.

Consumer

Response:

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

Sincerely,

Review: My husband and I signed a 5 year contract with Safe Home Security on 9/15/2010. In late June 2015, I made a phone call to Safe Home to update my credit card information. I was transferred to a representative who told me I could update my credit card information and receive new some new equipment with a renewal of my contract, my husband and I decided to go ahead with the renewal.

Days later on 7/1/15, after 2 additional phone calls, I received the first email confirming the new contract. I responded on 7/1/15 asking a question about the quoted price and a clarification on the new equipment I would be receiving.

On 7/10/15, after more phone calls from my husband trying to obtain our new contract and set up the install, we received another email saying his computer was freezing. I confirmed also on 7/10/15 that I had not received the contact and to ask when the install had been set up.

On 7/13/15 I received another email asking us to give him a call and that our service had been set up tentatively for 7/17/15, which was a Friday. We asked for install on a Monday, Tuesday, or Wednesday.

We received the first email with our new contract on 7/16/15. I replied on the same day trying to confirm the terminology of the equipment, which was written differently again from the above email, with the equipment we would be having installed.

I received another email on 7/18/15 with the vague answer to my question. At this time while reviewing the contract again, I noticed my home address was incorrect.

On 7/21/15 my husband again called Safe Home Security to confirm the change in address since we had not heard back and to confirm install as they had not shown up or called on 7/17/15. He was told by the representative that we continue to ask the same questions repeatedly and that we needed to cancel our contract within 60 days, or 7/15/15, and now we were locked into another year. When my husband asked to speak to his boss to discuss the service we had been getting, and that we have been trying to renew for 21 days, he was told the representative did not have a boss.

At this time he was told to send in a cancellation email, which he did send on 7/21/15. However it would not matter.

I called again on 7/21/15 and spoke with the representative’s manager. He told me after a long conversation that I would have to wait three days after the cancellation request and he would be able to follow proper procedure to seek an override to my contract due to the situation with the service representative, and he or someone from his floor would be calling me back in three days.

I called on 7/28/15 to see the progress of my account. I was told by a senior account executive that my account was successfully cancelled and that I did not owe them any more money. I asked for an email to confirm this was sent the following,

"This is (name removed) from safe, you’re all set"

On 8/28/15 I received a bill for past due service.

I called on 8/28/15 and was told by a billing service representative that my account was never cancelled.

After multiple additional phone calls all on 8/28/15 I was finally sent to another senior account executive and was told I would be held to my contract and that both the previous senior account executives were incorrect in telling me on 7/21 that they could put in an override and on 7/28 that my account was successfully cancelled and paid in full.Desired Settlement: I would like to be released from my contract and have all fees and fines removed as I was told had already been done on 7/28/15.

Business

Response:

This account has been closed without penalty per the customer's request.

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: Our Alarm system has been broken for 1 month and half. We have called at least 3 times and talk to the different people. Each time they promised me to send somebody to come to our house to fix the alarm system but nobody called to make an appointment and never came to fix our alarm system.They have been taking our money every month also and told us that our contract is until June. So we asked them to send the copy of the contract paper but they have never sent it.When we sign up for the First Line Alarm Service, they were very helpful then this company went out of business. One time, we had to call the first line security company and the telephone number has changed and I found out that the company has changed to Safe Home Security.ever since then, we have not had good services.

Desired Settlement: DesiredSettlementID: Refund

I would like at least get refund for one month. And I would like to cancel the service. I am planning to get another alarm service so I want somebody to come to my house and take down all the equipment.

Business

Response:

Business Response /* (1000, 5, 2013/03/22) */

Safe Home Security has provided Maintenance/Service on 3-18-13 for the client to rectify any issues with their security system, and also were issued a one month and trip charge credit to their current account at Safe Home Security to settle the matter in question.

Review: We had SafeHome Security in our home until we changed companies in May 2011. I recently received a call from SafeHome to inquire if they could send me a packet of information to lock in my current rate. This prompted me to research this further and found that my account has been drafted each month for a service SafeHome has not provided. It was my understanding we did notify SafeHome of our decision to move to another company. [redacted] (associate for SafeHome) confirmed I would have to not only continue to pay through Feb. 2014 but would not receive a refund. He shared the 'policy' for cancellation. I confirmed I would send a letter of cancellation but felt for the integrity of the company they could also search the last time I activated SafeHome and meet us somewhere in the middle. If it is the case that I don't need to confirm that I want to continue my service with this company, why did I receive a call at my home last week?Desired Settlement: We would like to request at least half of the monthly fees dating back to May 2011 which was the last time we used the SafeHome Security system in our home. We would also like an immediate cancellation of their service.

Business

Response:

The customer was informed of the cancellation process during a phone conversation on 5/23/11. They acknowledged on a recorded call that they need to send to a letter of cancellation. We never did receive a letter. We attempted to contact the client on September 12th of that year to follow up and perform a satisfaction survey. The client never returned our call. We made various attempts to reach the client after that as well. Finally we were able to reach the client on March 14th, 2013. We conducted a customer satisfaction survey where the client rated us a 4 out of 5; stating that their motion detector did not function as they hoped it would. On September 18th, we spoke to the client, and they gave permission to send out renewal paperwork in the mail. The purpose of a renewal is to protect them from future price increases. The customer was (and still is) on a year to year contract basis, which as stated in their contract, automatically renews at current terms unless a written notice of cancellation is received. The renewal paperwork would price protect them at a longer term than 12 months. The client made no mention that she canceled us until we received her cancellation request. Each time we contacted this client, we introduced ourselves with our company name. The client is actually still under a renewal contract until February of 2014. Because of the fact that the client has gone with another service, we will terminate the customer's contract early. However, we will not be refunding the client for services rendered. The client did not notify the company at any point, during any of our conversations, that they wanted to close the account with us. The customer's account was submitted for cancellation today.

Review: According to an employee at SHS, the company is barred from entering the state of Arkansas. I have requested service for a seurity system in my home which was installed in 2011. Motion detector went bad and was disconnected by the company. The general system went bad in July 2013 and they could come in to my home to repair it. A technician sent me batteries on two different occasions for me to try to install while he walked me through the process. The batteries did not do the trick. As the consumer, why should I have to try to figure out and do the work to it it operable when I am paying for the company's service. I explained this to Customer Care Dept and requested to have the contract canceled. I was informed that the company is in the business of making money not losing it and that I must keep the contract until it expires in 2016. Why am I bound to honor a contract when the company is not allowed in Arkansas to service its product? Because I could not get service from the company I have replaced my security system with one located in Arkansas and throughout the US. Now I have one system but a monthly bill from two companies. If indeed there is a contract in existence until 2016, it was signed by my deceased spouse who passed in April 2013. Am I bound to uphold a contract for which I cannot get service. I, too, am not in the business of losing money.Desired Settlement: To be released from a contract for which I no longer have service from the company.

Business

Response:

I have read the complaint and see customer was asking a few times for service. Parts were shipped out free of charge and per customer request we would fix over the phone. It look like the customer was calling the local office and then our Corp office. Our license holder in the state has left us and we are in the process of receiving our own any day. We are allowed to use local licensed techs in this area, and can set up service with in a week. Looking at the signals, the system was powered down and is not communicating with us. We would be more then willing to service and we will void the second agreement signed by [redacted], which she signed on 6-15-13 for three years. We will hold Mr's [redacted] to the original on which expires on 7-20-16. We would also consider a 90% buyout due to the passing of her husband. My name is [redacted] Corp Consumer Affairs Director. My number is [redacted]

Review: In August 2011 a door-to-door salesman representing Safeguard America came to my 91-year-old mother, [redacted], house at [redacted], Ohio and convinced her to purchase a security alarm system. She was living with my TV-addicted brother. She signed the contract. [redacted] was their subcontractor for installing the security equipment. Shortly afterward my brother had the line disconnected to accommodate a TV service. Due to her failing health she had to move. In order to provide security we re-contacted the security company, and they sent out a new subcontractor that went by the name of [redacted]. Their technician said much of the equipment, such as motion detector and super-switches had never been installed. I called [redacted], and informed him about the situation. At that time he said there were problems with [redacted], and that when the house was sold the contract would be terminated without penalty. The house was sold December 6. When I advised [redacted] of this he said that there was a $242 charge for ending the contract prematurely. He denied saying that there were problems with [redacted], and that he agreed to wave charges. After I paid the penalty I realize I should have contacted you first; I find this company unethical.Desired Settlement: I would like a letter from Safe Home Security stating that there are no more contractual obligations between them and my 93-year-old mother. And I would like the $242 returned.

Business

Response:

The account for [redacted] has been paid in full and closed per the terms of the agreement. A refund will not be issued and Ms. [redacted] account is canceled.

Review: I am moving out of state and will not have my own place for an indeterminate amount of time. I called Safe Home Security to terminate my service because I will not be able to use it. I was informed that I would have to pay $1,295.73 to do so because I am not at the end of the contract. I get the contract but this happens to be an extenuating circumstance and yet they still will not let me out. The attitude I got from the customer service rep was "too bad so sad pay up"This is very poor business practice and since I will not be able to use the service they absolutely should let me out of this contract.Desired Settlement: I would like for them to terminate my contract with no penalty.

Business

Response:

We are currently in contact with the client and trying to work on a resolution. As of right now the agreement still stands there is a 90% payoff amount that is needed to close the account out early. This will satisfy her agreement and close the account out.

I am awaiting her response so we can figure out the best way to create a win-win situation.