Safe Home Security, Inc.

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: 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: 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: 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: 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: 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: 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: 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 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: 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: 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,

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: We had a service call and we would be billed if we didnt sign a service renewal agreement. When the tech came out on the service call he brought with him the service agreement. We signed it and he took it with him. They are billing us for a service call that we shouldn't be billed. We signed a service contract 3 times because they supposedly lost them . We keep receiving collection notices we call the collection department and ask them why we are being billed. They keep saying they will talk to [redacted] who is the service writer. No one ever gets back to us. We received another collection notice 6/8/15. Icalled and talked to [redacted] in the collection department he informed me that I have no service agreement. I asked if the call was being recorded [redacted] said yes. I said good I want it to be recorded before I say I want my service cancelled. [redacted] then said he needed to look into it because he now sees that we have a conctract. I told him either I have a contract and don't have a service bill or I don't have one and I want to cancel my service. They can't have it both ways.Desired Settlement: Nothing put into the credit bureaus and my account/service agreement cancelled. They have to many inconsistencies thst I don't trust them anymore

Business

Response:

Since the customer filed this complaint the company has responded to the concerns and we believe the issue has been resolved.

Review: Five years ago we entered in a contract with Safe Home Security for "60" months of service. We have paid our bill faithfully for those five years. Some where around the fall of 2014 (October/November) some representatives from Safe Home Security came out to the house to tell us about upgrading our equipment. We explained to them that we would not need to upgrade our equipment because we would not be renewing our contract. Sometime in January a representative called us via telephone and asked us for subscriber verification information. Again, we stated that we would not be renewing our contract.

Never at any time did anyone send out a friendly reminder or reiterated the "60" day written cancellation notice needed in order for the contract not to renew, and they clearly knew that we were planning not to renew. The company engages in predatory practices to entrap hardworking middle class citizens in unfavorable contracts. I have had alarm systems through other vendors and was never put under this type of hardship to cancel a contract. They are not demonstrating ethical and fair business practices.Desired Settlement: Terminate our contract with no penalty. Or a nominal fee to cancel the contract since they knew that our wishes was not to renew the contract.

Business

Response:

I ([redacted], Co-Director of the Customer Care Dept.) attempted to call the customer for a resolution to their issue. When I asked why they wished to no longer be a customer of Safe Home Security, the customer claimed they just "didn't like us anymore." When I asked for further reasoning, they could not expand. This is not enough to break a legally binding agreement.

The customer signed a 5 year agreement in April of 2010, taking them through April of 2015. The customer's agreement plainly states that they must send in written request of cancellation at least 60 days PRIOR to their expiration date or the agreement will renew for an additional 12 months. Today is June 9th, and we are still yet to receive the written request for cancellation. The agreement is valid.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I contacted Safe Home Sec. about 2 months ago to cancel my service for home security. The service rep said I had agreed to an agreement for 60 months and I had to wait until march 2014 to cancel. Today I just contacted safe h.s, and the rep now says I can't cancel in fact my contract has automatically renewed in january for another yr. He also stated that there was nothing else he could do about it, but lower the monthly payment by 25%.Desired Settlement: I wish to just cancel my Safe Home Security account and not be billed for any further services.

Business

Response:

Mr. [redacted]' first phone call to Safe Home Security since 2012 occurred on March 10, 2014. This is also the first time Mr. [redacted] asked to cancel his service. Mr. [redacted]' agreement is dated January 21, 2009 and lasts for a period of 60 months. If Mr. [redacted] had indeed contacted Safe Home Security two months ago (as he claims) he would have been informed that his agreement automatically renewed for 12 months as of January 2014; ending January, 2015.

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.

Review: I sold my home in [redacted] I notified the Safe Home Security that I sold my home on October 23rd and wanted to discontinue services. The security system was shut off that day and the service at this address has been discontinued per new owners. Despite numerous phone conversations Safe Home Security continues to bill me for services They recently sent me a notice that I was over due and they are going to report me to multiple credit bureaus. My last phone conversation was Jan 7 2014 to a phone representative named [redacted] short for [redacted] He reassured me that the account was closed. I received another over due bill. After another phone conversation today Feb 17th They said they could not help me that there was some unknown issues and argued with me for which I do not understand. I do not have a contract with them and the home was sold. I don't understand why a company can harass me for services that I simple wanted to discontinue, and that has not been provided since the new owners moved in on October 24th The new owners clarified with me there was no functional active security system since the 1st of November [redacted]. I hope you can help resolved this bureaucratic problem. Respectfully submitted [redacted]Desired Settlement: Stop harassment and billings Thank you

Business

Response:

This account has been canceled per the customer's request. No further money is due on the account.

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

Review: Hello I would like file this complaint against Safe Home Security,Inc. The alarm system in my home was not working for over a year and when I called about it they wanted to know what the problem was I explained to them the issue, of how it was not working properly, I had spoke with a [redacted] in customer service he was a manager I believe at the time for that department. He had someone come out and to my home which I believe the young man's name was [redacted],all he did was look at it and checked but did not fix. He stated In would need to set up appointment for it to be fixed. I called the company and had an appointment set up but then the technician called me and stated he was having car issues.I was informed by [redacted] if I agreed to take system for one more year my account would be credited,ok I agreed only if that happened. Now I am getting bills for a system that did not get fixed until March 2014 by a independent technician that worked for them, he has since moved on they had issues with the policies and practices of this company also. I received a letter from a [redacted] his number is ###-###-####, I have called him few times but he has never returned my calls. I know my year has been up for a few months now and I am still getting bills and/or harassing calls. I only went with this company because they offered a lower rate, but my bill is over 200 dollars easy. I had requested to be billed monthly and they claimed they couldn't do that and they have never credited my account and I do not want their services any more. They have very poor customer service and business practices. Please help me to get this resolved...Desired Settlement: I would like any funds I paid to them for faulty equipment. I also noticed the equipment they use is [redacted] so that's also an issue I believe...Thank you , your truly [redacted]

Business

Response:

Safe Home Security completed service on the alarm to leave it in working condition as of March 31st, 2014. The customer signed a new agreement in October 2013, so the balance on the account is valid. We will not cancel the agreement, but the company agrees to offer a 2 month credit to the customer upon receipt of payment for the balance owed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

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.