Safe Home Security, Inc.

Review: I contracted with safe home security 5 years ago for security system & monitoring. During this time, Safe Home serviced the system since "it" could not monitor the back door. The system indicated the back door was open when it was closed. Sometimes in the a.m. "it" would indicate the back door was closed, but in the p.m., indicate it was open. I would need to take time off from work & pay for service. The system was unreliable, could not be activated (at the risk of erroneous calls to the police dept); and I gave up. Safe Home has received $1300+ for monitoring fees for which I received no benefit, but I have a contract & they have lawyers.I wrote on Sept 12 to cancel the contract. This was apparently 14 days late; the contract says 60 days before the end of the contract. I was contacted; the 2nd time by Mr [redacted] and he indicated the monitoring would end as of Oct 28th. I have received a bill with a late fee & request to validate contact numbers. I called today & spoke with [redacted] who told me I wrote too late. She suggested sending the amount due (now $104.24) and MAYBE they can terminate (really, $1300+ isn't enough for doing nothing). She doesn't know if they can. (Of course they can--if someone moves, they can terminate). Given the experience, unreliability and total failure of the system, this contract should be terminated.Desired Settlement: Cancelation of contract and monitoring services

Business

Response:

After missing each other for the past week, I spoke to [redacted] today. I reviewed her concerns and explained we could have handled the situation better and offered to replace her system with a new free at no cost to her. Also add smoke and fire at no additional cost, and if she did not want to re sign we could go month to month. She stated she would prefer to cancel account,So I cancelled and credited out the balance. I gave her my name and extension , in case she wanted to change her mind.

Review: I have had a security system with Point/Safe home security since 2012. In that time, I have been double charged for my monthly payment three times, and now I am being charged five dollars a month more with no reason or warning.Desired Settlement: I want out of this contract to avoid future billing issues. I am spending more time making sure that a security company doesn't rob me of my money than I need to be. The are supposed to be protecting me, not trying to steal my money.

Business

Response:

UPON REVIEWING CUSTOMERS AGREEMENT WITH POINT HOME SECURITY, THEY WERE CHARGING HIM 62.99 , WHICH IS WHAT WE HAVE CHARGED HIM. WE HAVE TAKEN 2 PAYMENTS FROM CUSTOMER, APRIL AND MAY. AT THIS TIME POINT HOME SECURITY SHOULD STOP BILLING CUSTOMER. CUSTOMER IS CLAIMING THAT HE HAS BEEN DOUBLE BILLED. AS A GOOD FAITH GESTURE WE HAVE MOVED HIS DATES FROM 6/1/14 TO 9/1/14

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not been being charged $62.99 for about a year. Point installed a camera that never worked so they took $5 of off my bill. This security system has been nothing but problems as this further proves. I am tired of making sure that a company that is supposed to be protecting me isn't robbing me, and then fighting for my money back. I was just charged again yesterday $62.99, so know I will have to fight for two months of over payment. Please just let me out of this contract, it is not worth it. It has been nothing but problems from day one.

Sincerely,

Business

Response:

UPON REVIEWING CUSTOMERS CONCERNS WITH MY MANAGER, HE SAID TO SET UP A FREE SERVICE CALL TO EITHER GET CAMERA WORKING OR TO REPLACE IT.

Consumer

Response:

I h;ave already had two or three service calls with this camera and don't want it. I haven't had it for since shortly after my contract started because the techs couldn't get it to work and also have not been paying it. They took it off of my account and I have been paying $57. I have been over charged for the last two months and double charged two to three times. I WAN'T OUT OF THIS CONTRACT. THIS COMPANY HAS COST ME MORE TIME THAN I WANT TO BE SPENDING TIME MAKING SURE THAT A SECURITY COMPANY ISN'T ROBBING ME!!!!! I want out of the contract. I don't want a camera back that never worked and that I haven't had for over a year.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: For being an Alarm company, I was alarmed to notice that they didn't respond to my repeated phone calls. After a month I called my credit card company to stop payment. Then they called me. The contract I signed was for two years. They are trying to force me to pay for three years. This business shouldn't be allowed to practice. It seems bogus to me when they do not respond to several phone calls. As a result, when I tried to cancel, they are trying to penalize me. They are now adding additional $10 on unpaid balances. Will start on-line campaign to see how many people are in my predicament and see if I could get a class action suit, but I want to make sure Revdex.com is aware of it.I will also file a formal complaint with the State of California consumer protection agency.Desired Settlement: Need to stop the service and stop their effort to collect on bogus charges. I have sent registered mail to the company. I have left several messages before I contact my credit card company to stop payment. This is a vulture practice and needs to be stopped for the good of innocent consumers.

Business

Response:

The customer has claimed that the agreement that they signed is for 2 years. Unfortunately, that is not the case. The customer signed a 36 month agreement in May of 2012, meaning they are still in agreement until May 18th, 2015. Because of this, the service will not be shut off, and the payments that the customer is claiming are "bogus" are, in fact, due payments. I have attempted to contact the customer via phone call to hopefully resolve the original issue that caused the request for cancellation, as well as to help them understand what their contractual obligations are. I will be willing to waive any late and financing charges the customer has accrued. In addition, I will waive the month in which the customer claims they received no response to their phone calls.

Review: They sent me a replacement battery of my system and I was told there would be no charge for the new battery. They ended up charging for the battery and when I called they said they would refund my money. I was told it was processed on June 9th and that I would receive it 2-3 days. That didn't happen so I called back and was told it took 3-5 days. This did not happen either and when I called today it had not even been processed. Supposedly they processed it today but time will tell if this is true.Desired Settlement: money to be refunded and also a cancellation of my contract with them without any other moneys to be paid. I can not in good conscience continue to do business with a company that can not honor what they said they would do. I do not believe any other consumers should be doing business with them as well.

Business

Response:

Client's refund was issued. Confirmation number is [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because :I do not believe they are trustworthy even though they have made a refund finally after many calls. I was lied to on three other occasions. I do not want to continue to do business with them. I don't want them to receive any more funds from me.

Sincerely,

Review: My contract was comming to an end so I was called by a ([redacted]) in March,that my contract was comming for renewal on 6/11/2015,and I told him I would call back in April. Well when I called back to speak to him about how to cancel my service,he never returned any of my several calls(which are clearly on my cell phone bill) when I finally was able to get thru to talk with a supervisor in( may )I was told that I needed to cancel 60 days prior to my contract date, Well if [redacted] would have returned one of my many calls then I could have cancelled now I'm locked in for another year, how come they can't see that this was their fault it renewed!!!!!! Is this a new management tool to keep customers ,because I will make sure to tell all my law enforcement friends that this company is only in it for the money and customer service is nowhere to be found !!!!!!!!Desired Settlement: I want my contract cancelled ASAP

Business

Response:

On March 20, 2015, the customer called in due to a low battery on his system. It was explained that the customer was eligible to receive a battery at no charge if he signed a renewal term of 36 or 60 months. The account was coming up for its renewal in June, and that made him eligible to receive the battery at no charge if he signed an extension for that length. The customer stated he would check back with his wife and call us back. The customer did not call us back until June. The customer did not inquire about canceling his policy in March, and did not mention a request to stop the service until June. We were expecting the customer to call back after speaking with his wife. Offering to waive a battery with a renewal does not invalidate the current terms of the customer's current contract. We are open to replacing the battery at no cost even without the renewal at this point if this will satisfy the customer. The customer did send in a letter of cancelation, and the account will close on 6/11/2016 in accordance with their contract terms.

Review: I recently ran a credit report on myself to check my credit, I found that Safe Home Security has reported false information to [redacted] regarding my account. I paid off my account on October 8, 2014 in the amount of $279.09. It was cashed on October 15, 2015 by Security Systems, Inc, and the check was deposited by an individual by the name of [redacted] (employee at Safe Home Security). Safe Home Security now has reported negative information against my credit report. The check that I sent to the company to close out my account, has never been credited to my account. The company is showing a past due balance of $431.00, which is incorrect. This company has never closed this account like I asked back in early October 2014. No one has called me back, and I have made many phone calls and left messages to have this issue corrected, and no one from this company has ever fixed this issue. This company is very unethical in the way they do business, and the way they treat their customers is absolutely horrible. I have googled this company, and the complaints go on and on about the poor performance of the customer service department, the collections department, and the company in general. I made a huge mistake by answering my door one day, and listening to the young man persuade me to move my home security account from [redacted] over to Safe Home Security. It has been nothing but a nightmare with this company. They are the worst. I have filed a dispute with [redacted] regarding this account with Safe Home Security. I do not understand how a company can operate like this? My credit is negatively effected due to the poor staff they hire, that just does not do their job.Desired Settlement: I need for Safe Home Security to credit my account the $279.09 that I paid them on October 15, 2014. I also want this account closed, and the negative information fixed on my [redacted] Credit Report to now show positive information on my account with them.

Business

Response:

The October 2014 payment is posted to this account. The issue is that the contract ran through February 2015 and the customer still owes 4 months to close plus late and finance. We would accept a payment of $150 to settle the account if paid by August 15, 2015. In terms of credit reporting all our customers are reported each month to [redacted] and [redacted]. If a client feels reporting was in error they may dispute with the bureaus on line via each website.

Review: In November 2014 I was contacted by solicitation on the phone to get a home security system. I replied No at least 5 phone calls from them. After many calls I told them I think my present contract was over but I wasn't sure and at that time they agreed to take care of the other company if there were issues. I was also told I would have a 3 year contract, a $100 gift card and due to an issue with the other company they agreed if we pay 5 months of the other security contract, they would pay the remaining 5 months. A contract was established but did not include their promises so I included the promises made to make sure they were included and there would not be any discrepancy. I sent it in then they contacted me that they were sending another contract and it would include the promises and for me to sign it and return. I did not receive the new contract, However, I have paid my agreement to the other company and to date have yet to pay the remaining $178.00. Now they are threatening me with putting it into collections for Safe Home Security not paying. I have had many conversations with the sales person [redacted] whom has become nasty and says to return the contract. I am not going to sign a contract with a company that is not willing to honor their first agreement as listed above. I Have been making my monthly payments to them. I feel due to them not following through with their part of the contract from the beginning that they have breached contract.Desired Settlement: To follow through with the original agreement or cancel contract totally. A mutual trust should exist with a company. The contract should state 42 months service with 6 months free service, a $100 gift card and the agreement to pay [redacted] Security the remaining $178.00 as agreed.

Business

Response:

I’m responding to Revdex.com complaint # [redacted] I have contacted our dealer and below is his response. $178 dollar is for the buyout for [redacted]. Thank you. From: [redacted] Sent: Tuesday, July 21, 2015 5:44 PM To: [redacted] Cc: [redacted] Subject: Re: FW: Scanned image Final Check Department [redacted] I talked with [redacted] today , and after letting her listen to the recorded sales call where the rep stated it was a 5 year agreement , that she changed when tech went out to install, and also she - [redacted] stated she was on month to month with old company, We agreeded she has received 4 months free already , and she admitted that she was told the gift card would go away if she didn't do 5 year agreement, We will pay the $178.00 dollars she owes and close case. I am sending my response to you because I didn't get the complaint from Revdex.com where I could answer directly. let me know if I need to do anything else related to this. Thanks [redacted]

Review: I had a contract with Safe Home Security starting June 8, 2010 for 5 years for a home security system. My contract end date was June 8, 2015. My account was set up to auto-pay monthly with my [redacted] card. Starting in August 2014 I started contacting Safe Home Security to cancel my contract. I received a letter from Safe Home Security dated August 15, 2014, stating that I needed to submit written notice 60 days prior to not renew my contract. I mailed a letter in August 2014 requesting that my account be closed. I talked with numerous representatives over the next 6 months and was told something different each time. Finally in on April 3, 2015, after getting a hold of a Safe Home Security representative named Toriana, she processed a payment to my [redacted] card of $99.98 to fully closeout my contract and stop any automatic renewals. In April and May 2015, after closing my contract, Safe Home Security still continued to auto bill my [redacted] card $49.99 each month. After numerous attempts to contact Safe Home Security, several times I was told by a Safe Home Security representative via phone that the auto pay would be stopped and payments would be credited but it wasn't, I filed a fraud compliant with [redacted] on June 6, 2015. They have since opened a fraud investigation into Safe Home Security and blocked future auto pay charges to my card.

In September 2015, I received a letter from Safe Home Security stating that they had turned my account over to collections. This business is a fraudulent business and action needs to be taken to warn consumers about this business.Desired Settlement: I need Safe Home Security to acknowledge that my contract has ended and that I have fulfilled al of my contractual obligations and to stop sending me bills or trying to collect against me.

Business

Response:

This account was canceled on 9-21-15.

Review: Removed phone land line, requested install of wireless communicator for intrusion alarm in late August, 2015. Technician arrived in late September, could not repair. Second technician arrived mid October, could not repair. No return calls, cannot speak to same person twice, upline will not get involved. They are a disgrace to the entire alarm industry. I will tell everyone I know to never do business with them at any price. I am cancelling my service, if/when they call me back.

My desired outcome is to remove equipment and to never hear from them again. The net is full of these stories; I am now one of them. I do not want any imaginary bills either.Desired Settlement: Finish the job as contracted then remove equipment and cancel my account.

Business

Response:

We got in contact with the customer and there was some miscommunication on how the alarm works. The technician went out and installed the wireless service October 20, 2015 and the alarm has been working ever since. However the alarm system still announced an old trouble status that should have been deleted. We have since instructed the customer on how to delete the old status. Also the customer’s alarm system sends weekly check-ins informing if everything is working properly. The customer now has the information to log-in and view his test history and confirm and arm his alarm system remotely using any internet connected device. We also credited him 4 months service for the inconvenience and turnaround time to get the wireless service installed. Going forward if the customer has any questions or concerns he can contact Chris H[redacted] ###-###-#### or via email [redacted]

Christopher H[redacted]

Customer Service Manager

Safe Home Security

###-###-####

mailto:[redacted]

Review: On September 29, 2015, I signed a renewal contract with Safe Home Security (Safeguard America). The contract was for 36 months at $19.99/month, and included 3 months of no charge monitoring. Safe Home Security is refusing to honor the contract, and has so far charged me a monitoring fee for the months of October and November 2015.

The decision to renew with Safe Home Security was contingent upon a technician coming to my home to perform repairs and services to my home security system. Twice previously I had agreed to a quid pro quo deal with Safe Home to sign a renewal contract in exchange for the agreed services, and both previous times, Safe Home Security canceled the agreement and did not send out a technician.

I eventually agreed to sign a new deal, but stated that I would do so only after the technician completed the agreed upon repairs. On September 29, 2015, a technician did come to my home and completed the repairs and services. Once I was satisfied that the services were completed, I signed the renewal contract.

The representative I spoke with at Safe Home informed me that they are not going to honor our signed contract with the 3-month no charge monitoring, because the account manager I was working with is no longer employed with the company.Desired Settlement: I would like Safe Home Security to honor the contract signed on September 29, 2015 and reimburse me for the 3 months of monitoring that should have been at no charge per our contract.

Business

Response:

We have applied the credit of three months to the account, and Mr. [redacted] is aware.

Review: At the beginning of 2015 I terminated my land line phone with [redacted] and am not only using my cell phone. I contacted Safe Home Security to try and cancel my service with them because I actually never use it. I had it more for the medical alert service. They said I could not cancel because I had signed a 5 year contract which I have not signed. They said that since I only had a cell phone now that they would send a part to upgrade my service to a cell phone. I did not hear anymore from them until July and they sent out a letter saying they were upgrading their system to wireless and to contact them. I did and the service person said she would have them send the part out and they would send a service man to install it. That never happened. On August 28th the technician called to confirm an appointment and asked it I had received the part. I told him no and he said to contact the SHS again and let them know again that I had not received the part. I called them and left a message. I never heard back. I called again about a month ago and left another message and told them that I would be contacting the Revdex.com if I didn't hear from them. I never heard back. so since Feb. I have been paying the company for a service I had not been able to use. I am a widow and live by myself so it is important to at least have the medical part of their service. So if you can help me with this issue I would be very happy. I actually would like to discontinue this service altogether and just go to a medical alert system by someone else. Thank you so muchDesired Settlement: I would actually like to discontinue their services all together and maybe just go to a medical alert system with someone else, and if possible to get a refund on the months I had paid and have not been covered by them.

Business

Response:

Part was sent out and service was completed 11-17-15. Cost of part was covered and three months were credited. Any issue in the future, please contact Chris H[redacted] at ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hi this is [redacted] I didn't get back to you because it has not been resolved. they came out to install the part that was sent to me but it was the wrong part. I am now waiting for them to send the right one to me. But it has been two weeks and I have not heard anything from them.thank you for your help with this. sincerely yours,[redacted]

Sincerely,

Business

Response:

The wrong part was sent to the customer and had to be re ordered. The part was shipped out and we are setting up the service with the local tech and customer. Any questions please contact Chris H[redacted] at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not sure if I accept the response because it has not been resolved yet. Chris did call yesterday and said that he would be getting in touch with the tech but I told him that if these were not the right parts this time and working soon that I wanted to just cancel all of their service and return all of their equipment. So I guess at this point we will just have to wait and see what the tech says when he comes. thank you so much for getting in touch with them once again on my part, because they promised they would call me back on Thursday or Friday and no one called until yesterday. I really appreciate your help. I will certainly let you know if it is all resolved or not.

Sincerely,

Review: While serving on Active Duty during a tour in Afghanistan, my family was living in [redacted], GA. We owned the home at [redacted], that was taken over by a squatter when the tenants moved due to my getting ready to retire from 24 years of service. Upon my return home from Afghanistan my wife and I decided to visit the home in Miami in December of 2013 and start getting the utilities and water turned on for my return to Miami on 31 March 2014. What we discovered was that someone had moved into the vacant house since July 2013 and were still living there, to make a long story short after police intervention and contacting lawyers the squatter vacated the home and we started the fixing process to repair the damages and work with the bank for a loan modification. Once we moved back into the house my wife was afraid that the squatter may return to vandalize the house or even steal from us, so she received a phone call from an alarm company and started the process to make our home safer. We have the alarm installed and I was the one who signed the paperwork but my wife was the one who was present when the alarm was being installed and I briefly met the technician when I arrived home from work so he could have me sign the paperwork, I know now why it was important that I sign since I was the one with the income in the house. I unknowingly signed a 5 year contract since I wasn't paying attention listening to the technician distract me while he was pointing out to where I needed to sign, which was a very good technique to rope vulnerable clients into what seems to be an irrevocable contract according the management personnel I had the pleasure of speaking with on the telephone. Lets fast forward two months and loan modification that was not approved, I was informed by my lawyer that my house was foreclosed due to the lender not wanting to work with me, I immediately contacted Safe Home Security to inform them the house was foreclosed and I had to vacate before 30 June 2015 so they could come and remove their equipment and release me of the contract. They did not want to hear about a release nor did they even try to work with me, they responded with a generic letter missing the second page informing me they will work with me to ensure my property was safe from vandalism or damage. Did they miss the part of I lost my house and needed to vacate so having an alarm to protect my valuables and property was not necessary. I was told I signed a 5 year contract and was not able to cancel unless I paid a whopping $3,500 early cancellation fee for the equipment that was installed, did the forget the fact that I contacted them via email and on the telephone to inform them I was to vacate the home and to come remove their equipment. Now here we are eight months later and I decided to contact them one more time to see if after paying for a service I am not receiving due to a signed piece of paper they would work with me to relieve me of the contract, I was informed that they can't take back the equipment it is used, they can't release me from the contract because the equipment is very expensive. I informed the manager that the only equipment the technician installed was the panel to enter the code because he used the existing alarms wiring and power. He installed some very inexpensive wireless contacts on I believe five windows and doors and called it a day, I would say he spent a total of one hour tops installing this so called expensive system. I just want to inform the Revdex.com of my frustrations with this company, their lack of willingness to work with their clients, not even on a case by case basis, even after I lost the house. The payment is automatically deducted from my credit card account and they refuse to lower the payment or take the $480.00 I have already paid them for a vacant house with an alarm system that is not even active. Please help in resolving this issue, or clearly advertise the unwillingness of this company to work with clients to resolve issues like these. I am sure I am not the only client suffering from this companies manipulative way of ensuring they stay in business. In 24 years of service I have never dealt with a company so adamant about collecting monies due to a signed contract and not for providing a service for which they advertise and sell to the public. The house with the alarm system installed that is now vacant and foreclosed but I am still paying $60.00 a month for an alarm system due to signing a contract is still haunting me till this day, please help in any way you can and advise me to see what I can do to alleviate me of this costly mistake.Desired Settlement: They can keep the monies I have already paid for the service which I have not received. Please cancel the contract, I have never done business with a company that can actually get away with something like this without suffering any legal repercussions.

Business

Response:

While we feel for the customers loss this is a contractual obligation. We pay upfront for our customer contracts and need to retain 90% of the original obligation. The client signed 2 different documents both stating 60 months so it is unfortunate that he did not understand that term. We could move the system if teh client has another location he could use it in, otherwise early cancellation is outlines under section 4 of the attached contract.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

My issue with this company is that I informed them immediately after I received notice that I lost my house to foreclosure, this means I can’t buy another house and I have to rent, which is not easy given the circumstances. I notified them with enough time to come to the house and remove their equipment, which consisted of the touch pad and 5 or 6 wireless window/door sensors. That is the extent of the installation provided by this company. The technician used all the wiring and power from the existing security system, all he added was the wireless window/door sensors. I know for a fact, that the items installed are only worth a maximum of $100.00 tops.

I called to speak with them about when my contract was up, and if they could work with me about lowering my monthly payment. I was told that my last contract was updated in Fall 2013, so I was not even half way through my 48 month commitment, and they were unable to help me. I was told "my hands are tied" by the rep. He proceeded to tell me that they upgraded my panel for free, which later he admitted was wrong, since my payment had gone up 20$. It wasn't "free", they spread it out over the 48 months!!!!! That's not free. I asked them how long I had been a customer (2008), and if I have always been in good standing. He admitted that I had, but again couldn't help me until I was within the renewal period. You can bet your [redacted] I'm not renewing. Hoping to sell this house so I can get out of this contract. They are awful and not willing to work with you.

I wrote them and told them that when my contract was up I know longer wanted the service.My service contract was up in June of this year they continued to take the money out of my account in June,July and August I call them every month and I still haven't gotten my refund that they owe me.I wouldn't recommend this company

In August 2013, our monitoring system became damaged and we called for customer service to make a repair ... at our expense. Safe Home Security could not recommend or send anyone to our home as they were not able to service our home. After 60 days, we wrote to them to cancel our monitoring service due to their inability to fix our problem. We then called another monitoring company and had their tech person make the repair and then signed up for their monitoring program. Since that time, we have written letters, had our attorney write a letter documenting the issues we had with Safe Home. We are continuing to receive billing statements and collection calls from SHS, as they will not accept being cancelled for any cause. We sent a check for $500, marked payment in full, which they cashed, but did not accept as Pmt in Full. They are reporting us to the credit bureau. The collection calls just keep coming.

Worst company I have ever dealt with... 1.5 years, 4 service calls (which they charged me $80 for 1) and my system is still a piece of (&*^*&^. I am willing to part ways and cut my losses but they want me to pay them to get out of contract... DO NOT USE THIS COMPANY...

Review: Company reported the negative remarks to the 3 credit bureaus in error. I received an email from the company's Account Manager apologizing for the error and that it will be updated to show good standing. I've contacted all three credit bureaus and almost a year later, the error has not been removed.Desired Settlement: I would like to have this info update as it is negatively impacting my credit score!

Business

Response:

A credit rapair request has been submitted to Equifax and Transunion. We have never had an account with Experien, so we can no report or repair credit. Please dispute the credit reporting on line. They will send it to us via e-oscar and we will inform them to remove and adverse credit reporting by Safe Home Security.

Consumer

Response:

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

I will continue to monitor this situation to see if this negative information has been corrected.

Sincerely,

Review: This complaint is being filed on behalf of both my husband and I against Safeguard America/Safehome Security.We have been customers with Safeguard America since 2007, and in almost 7 years of doing business with this company have never had a complaint or problem with its service or product. Last year we were selling our home, and in May 2013 advised said company, by letter via fax that we were selling our home and that we needed to discontinue our service. We had received a letter from said company advising that under contractual agreement we could cancel our service and that we would need to pay the remaining balance of the agreement, which they stated we had just automatically renewed a few months prior, automatically, without our knowledge. I called Safeguard America, and spoke to [redacted], advised him that we were selling our home, and that we did not feel we should pay for a service that we would no longer use. [redacted] then stated that he could "suspend" our account until our new home was ready, and that they would come and install an alarm system in the new home. Since at that time, we never had a problem with said company, my husband and I agreed that this would be a good solution. In August 2013, we received a new contract to sign in the mail. Upon reviewing the contract, it stated that the new terms would be for 60 months. My husband called and spoke to [redacted], and he stated to us that they no longer had 36-month contracts, only 60 months, and that would just be added to the previous contract terms. Reluctantly, we agreed to this, and at this time, my husband asked [redacted] what type of system would be installed. His response was, "same as your other house". My husband then requested for an additional keypad for the master bedroom. [redacted] then advised him that it would cost an additional $3,400., but it would be no problem, he would just add $5.00 more a month to our contract. Again, this seemed way out of the ballpark, and upon questioning [redacted], he started to give my husband some worthless answers that just did not add up. We did not think much of it, again going by our previous relationship with said company, we agreed.We did not hear or have further conversations with Safeguard America until at the beginning of December, when I called [redacted] to state that we were closing on our home on December 20, 2013, and would like to have the alarm system installed on December 23, 2013, as we were having other work done on the same day. At this time, I gave [redacted] our new address to be put on file. [redacted] assured us that someone would be out there that day to install our new system. Up to this point, and beyond, never once did [redacted] or said company question us as to what they would be alarming, such as number of windows, doors, size of home, or system. December 23, 2013 came and no one showed up. My husband called and spoke to [redacted] late that day, and [redacted] apologized for no one showing up, and that he would send someone out on December 26, 2013 to install the system. Again, no mention was made as to what type of system was going to be installed. No one showed up on December 26, 2013, and again my husband called, left a message for [redacted], which was never returned, and stated that at this point, since something was very wrong, and that this company was not the same as when we originally dealt with them, we wanted to cancel our contract. Our trust and the integrity of this company left us with numerous suspicions and distrust.At this point, my husband and I decided to put this matter on the back burner. In March 2014, we receive in the mail, a bill from Safeguard America, addressed to our old address, in which the postal service advised them of our new location. To this date, they are still using our old address. This bill just stated "previous balance" due of $278.07. Now being extremely frustrated with the lack of/no service or installation, no phone calls or correspondence from said company, I called to speak with a Manager. I was put thru to [redacted], and explained to him everything that had transpired from last May. We had several phone conversations in March 2014, I stated to [redacted] that we were not sure what happened with the service from Safeguard America, and that at this point, we did not feel comfortable in said company securing our home. The trust was gone! [redacted] did agree with me, apologized, stated there were some changes being made within the company and tried to convince us to come back to Safeguard America, and install the system. I advised him that we just did not feel comfortable with Safeguard America, and wanted to cancel our contract, as we had legitimate cause. He stated he would speak with the owner of the company and call back the next day as to how to dissolve this contract. We never heard back from him again.May 23, 2014, both my husband and I at 4:59pm received messages on our cell phones from Safeguard America to call them regarding our bill. I was furious at this point, called said company, and was put thru to [redacted] in collections. This woman would not listen to my complaint, became aggressive, rude and when I tried to explain our situation, she stated that in no uncertain terms would this contract be cancelled under any circumstance, and that "[redacted] would never have said that we would be charged $3,400. for an extra keypad". My temper got the best of me and told [redacted] that this company was nothing but a sham, and that we were done! About an hour later after I calmed down, I again called said company, and left a message for someone to call me back. No one did. One May 27, 2014 I called again and spoke to [redacted] explained again our situation, he apologized and he too agreed that we had legitimate cause for cancellation. He stated that he would have his Manager call us back, as the previous Manager, [redacted] was no longer with this branch of the company. He also had me leave a message with this oDesired Settlement: We would like to terminate any further business with this company!

Business

Response:

The account has been closed, per the customers 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. Please have said company mail a letter to confirm closure.

Sincerely,

Review: Our service with Safe Home Security (“SHS”) began in or about 2009. In the spring of 2013, our alarm was tripped accidentally by a house guest. At that time, the alarm sounded internally for several minutes; however we did not receive a call from SHS, nor did police or fire respond. When I called to report the issue to SHS, I spoke to [redacted]. He indicated that SHS was not currently receiving a signal from our home. After some remote testing, he indicated that he would have to send someone out to examine the equipment. He was unable to indicate how long we had been without a signal or service but assured us that we would resolve the issue as soon as possible. We were disappointed and bothered that our home had no signal, but that SHS failed in its duty to protect us, by making us aware of this issue. At that time, because of the problems with the service and in lieu of a cancellation, we requested a lower rate on our monthly monitoring service. [redacted] indicated that he could secure us a rate of $22.99/month for monthly monitoring for a period of 36 months and would send a technician to repair our system. We executed that contract on 07/01/2013. When the technician came to repair the equipment, he and [redacted] determined that we needed a different system installed. The technician rescheduled an appointment to install the equipment. When the technician returned for the appointment, he asked us where the equipment was to install. He said that SHS should have sent it to us. They did not. So we had to reschedule again. When the technician came to the next appointment, one of the parts that SHS had sent was incorrect, so the technician had to come out another time. In the midst of all of this, [redacted] indicated that because of the new equipment installation, he would have to raise our monthly rate by only $4 a month. He stated that it was necessary because of the type of equipment and having [redacted] for our home telephone service. He stated that he would send the contract for us to sign. At this time, he and his supervisor ([redacted]) did offer us a couple of free months of monitoring for the issues with having to have a technician at our home on four separate occasions.

When we received the contract, dated 07-25-13 with a note from [redacted] to sign and return, the rate was $28.99 (please note this is more than the “$4” increase reported by [redacted]). When we called about it, [redacted] indicated that the $28.99/month was a very good rate and was absolutely necessary to get what we needed to accurately monitor our home. At that time, we had not noticed that he also changed the period on the contract from 36 months to 60 months. At no time, did we request a longer contract term. This was deceitfully placed into our contract by SHS. We failed to recognize this error on the contract until it was fully executed.

Also, of note, when discussing rates and terms of service in the spring/summer of 2013, we advised [redacted] of our intention to move to a new home within the next year. We asked about our service transferring to a new address and the costs to us. At that time, [redacted] indicated that moving is not a problem and that SHS will set us up in our new home with no charge to us. At no time, did he report that the contract terms would change and that we would have to pay for new installation, etc. He was very dismissive of this, despite my many questions. Had I been given accurate information at that time, we certainly would not have entered into a renewal agreement with this company.

On December 5, 2014, we reported that we were moving and that we would need to transfer our service to our new address. [redacted] stated that we would need to call again once we officially owned the home, in order for him to set up the new paperwork.

We called again, on December 12, 2014 after we closed on our home. We spoke to [redacted] about getting new equipment in our home (as the previous equipment was left behind in the sale of our previous home). [redacted] stated that we would have to pay for installation since we had no equipment, but reported that the normal installation cost was $39.99. Both myself and my husband were present on this call via speakerphone. We even joked with [redacted] that we thought he was going to say it would cost us several hundreds of dollars for the installation, and [redacted] stated “no we wouldn’t do that to you.”

We spoke to him again on Dec. 13th. He stated that he had created the account and we discussed available dates for installation. We told him we were available Monday and Tuesday (Dec. 15th and 16th) for installation. He indicated that he would work to get installation set up for one of those dates and would call us on Monday Dec. 15th.

As of Wednesday, Dec. 17th, we had received no response from [redacted]. We sent him an email requesting an update on our installation.

On Friday, Dec. 19th, I contacted [redacted] again. At this time he indicated that it would cost us somewhere around $800 to have new equipment installed at our new home, but he was working to reach the new homeowner at our previous home. If the new homeowner signed up for service, then SHS would give us new equipment for free. He stated that he was waiting to reach the new homeowner before he could set up the account. This contradicted the previous information he provided on December 13th, when he indicated that he set up a new account and was working on installation. At this time I requested information on costs to cancel the contract and requested a reasonable estimate for installation, per our previous conversation. He emailed an estimate at that time, indicating that our monthly monitoring rate would go from $28.99/month to $39.99/month and the equipment installation would be $289.99. To cancel the contract, we would have to pay the additional months of the contract at a rate of $28.99/month for a total of $608.79.

On Dec. 20th, my husband spoke again to [redacted] about the terms of our contract; specifically, how could our monthly monitoring agreement rate change from $28.99 to $39.99 and about the cancellation fee. Since we received no acceptable responses, we emailed [redacted] and left a voicemail for him. Previously, we had spoken with [redacted] (as he was [redacted]’s supervisor). We also requested in writing for [redacted] to have his supervisor contact us and that we were no longer comfortable working with him because his story kept changing and information was inconsistent from one communication to the next.

On Monday, Dec. 22, we received an email from [redacted] indicating a monthly rate of $39.99 and an installation rate of $199.99. I contacted him again and spoke with him again about the change in our rate from $28.99 to $39.99. He stated that he was not changing the terms of the contract, that he couldn’t do that; but rather instead of “changing” the terms of our contract, he was instead creating a “new” contract for our new home and that this rate was a competitive rate. I again asked to speak with his supervisor. He indicated that he was in management and refused to provide me with his manager’s name or transfer me. He then stated that he doesn’t have a manager. When asked to whom he reports, he stated “the CFO.”

On December 25th, I emailed the Corporate Director of Consumer Affairs with a cc to the CEO [redacted]. On December 29th, I received an email from [redacted] indicating that they are taking my complaint seriously and to provide my account number. I returned her email with the information. On December 30th I called SHS and spoke to [redacted]. She stated at that time the process moving, which should have been accurately explained to me in 2013 when I asked [redacted] about it. She stated that we would have to enter into a new contract because each service location has its own contract. She stated that she will work toward a resolution and that we will work with her moving forward. Later that day, [redacted] called me to state that he was aware of my conversation with [redacted] and reported that she was one of his employees and that “we weren’t going to like her resolution.” He also indicated that he was in receipt of my letter. He indicated that we missed our installation appointment on 12/30. I stated that he never followed up with us regarding installation and he stated that he left both myself and my husband voicemails on 12/24. I can assure you, as we were both off that day and together all day, neither of us received a call from him. His new solution was to provide equipment at no charge to us and a monitoring rate of $39.99/month for 24 months. The equipment included would be a keypad, three door sensors and a fire system. He stated that he will email a contract. We agreed to this solution.

About 20 minutes later, he called back and changed the terms of verbal agreement from 24 months to 36 months. He again stated he would email the contract.

Once we received the contract, I emailed him for clarification of two sections, one of which stated that we declined fire protection and the other section indicated an equipment fee.

On 12/31 when he had not responded to my email, I called him again. He stated that he mailed a contract so we could make changes if we need to. He did not provide the clarification of the terms. I am still waiting for the mailed contract.

In short, our only options are to pay the remaining of our contract term with no service (which we would not have entered into a renewal contract in 2013 had we been given accurate information about the process related to moving), or enter into a new contract which will cost us more money per month.

Our experience has not been in line with your company’s stated values and our new rate is more than your “less than $1 a day,” advertisement. Additionally, your employees have a duty to provide customers with accurate and truthful information as it will impact them in a long-term contract-especially when they specifically ask about situations such as moving to a new home. Customers cannot make informed decisions when employees operate using lies and deceit to gain a sale or new monitoring agreement.Desired Settlement: Our desired outcome is simple. Cancel the contract (at no cost to us) that was put into place only by providing inaccurate, half-true information.

We do not wish to continue a relationship with this company.

Business

Response:

Senior Account Executive [redacted] is working diligently to bring a resolution to this customer. They customer has 2 options:1.) Pay the 90% buyout on the account, per their agreement terms, which is a $275.88 figure.2.) Move forward with the resolution [redacted] has presented.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution of paying the amount of $275.88 for the account buyout to be satisfactory.SHS may make this final deduction within 10 business days, to the account they have on my file. No further or additional deductions to this account are permitted. I will also need written verification of account termination.

Sincerely,

Review: The salesman from Safe Home Security came to our door in April of 2010 he sold us a Security System with many tricks and talk to sell their product and he said we can cancel it in one year, we called after 1 year to cancel and they told us our contact is for 5 years but we didn't know about that. So now after 5 years they said that they require a written cancellation which we sent with certified mail and even after that they sent a letter that we have to call a special agent about the cancellation, which we called and he kept pressuring us for another contact and we told him we just want to cancel, then he started to talk "scare tactics" like how much is your family worth and how much do you value your family etc. and after all that they sent us another invoice to make a payment.Desired Settlement: We just want the service to be cancelled, because we paid for 5 years and April 6th 2015 is the last day.

Business

Response:

The customer is paid current to expiration date of their agreement. We will be closing the account 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,