Safe Home Security, Inc.

Review: I decided to go with a new company for a better rate and when tried to cancel my service with Safe home security I was informed that I was still under contact and would not be able to leave for another 3 years. I was talking to David R. at Safe home security which the phone number is [redacted] ext [redacted]. David informed me that they afforded the same equipment as the other alarm company. The contract that I signed stated it was for a new key pad, smoke detector, thermostat and image camera for inside the home and key chain the price I was giving was $64.99. However I had to have the thermostat installed myself the did not install them. A technician came to my home installed a new key pad, new camera, a new smoke detector The equipment that I did have from the other alarm was removed by their technician. I did not receive an thermostat from Safe home security because the other alarm company was not removing their thermostat from my home so I did not receive A thermostat from Safe home security. Once all the equipment was installed and the technician was going over how the equipment works , is when I was informed that the camera he just installed what to me not an improve from the camera that he removed. The image/camera only allows you to take 30 pictures a day and then it takes 3-4 minutes for the photo to upload where I am able to see it, compared to the camera that I had it allows you to view your home live. I was informed by the technician I needed to contact Safe home security and they needed to put in a work order to replace my old camera. I spoke to David again and he informed me that he put it in this all took place in May of 2015 and up to today 7/29/15 my old camera has not been placed back in my home. I have spoken to my customer service reps and all I hear unfortunately I can help you, you need to speak to David. I call his extension and it goes to his voicemail. I always inform him when I leave a voice mail to call me on my cell phone he always called my home phone I forward all my calls from that number to my cell phone so I finally got to speak to him, he then reschedule for the technician to come to my home an replace the camera the tech never showed. I called Safe home security yet again and there was a note the technician never received the camera back from the warehouse because David did not put in the work order it to be returned. I just my monthly statements and I am being charged $64.99 but I don't have their thermostat as well. I feel not only am I being mistreated with David at Safe home security not answering or returning my calls but I am also being overcharged every month for equipment I don't have (thermostat) and equipment I don't want (image/camera). My monthly bill was 39.99. Please help.Desired Settlement: refunded the moneys due have the service I requested completed and charge the correct amount of $39.99 a month.

Business

Response:

The customer accepted installation of all products listed, and refused the installation of the thermostat as they liked the one they had in the home already more than ours. The customer also accepted the agreement in place. All this withstanding, in efforts to help the customer, the company is prepared to replace the Image Sensor ($250) with a [redacted] ($600) at no charge to the customer. They may contact [redacted] Co-Director of the Customer Care Department, at [redacted] to move forward with this offer.

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.

However before this case is closed I want to make sure that all my concerns are addressed. I have called and left a message today (8/5/15) and haven't received a call back.

Review: *Here is my email to customer service dated 8/10/From: [redacted]@hotmail.comTo: [redacted]@safehomesecurityinc.comCC: [redacted]@dpr.comSubject: Acct#XXXXXX CancellationDate: Fri, 10 Aug XXXX XX:15:XX -XXXX Per your request, here is my letter of cancellation: I will like to cancel our service at XXXXX W Port Royale Lane as of 07/21/2012. I called [redacted] on 7/23/12 asking to transfer our services over to our new home. [redacted] had no problem having someone come out to our new home and start services. When I was charged 28.90 on 07/17/12, I didn't think we would be charged again until next month. Well, we were charged and that was on 7/31. When husband & I called our Sales Rep, he told us the service on XXXXX W Port Royale Lane was never cancelled and I would need to call the Billing Department at [redacted]. Well, I spoke to someone in the billing dept, and apparently, [redacted] did not do our billing at the old home and that I would need to call Alarm One. Per [redacted], they only monitored our services. Attached is our foreclosure notice and it states the property was reverted back to the lender as of 7/5/12. The lender gave us some time to locate another property and we vacated the home as of 7/21/12. If you need additional proof as to when I called [redacted] about transferring my services over to the new home, they have logged that information in their system and you may call them at XXX-XXX-XXXX. [redacted] also suggested we can all do a conference call. Please inform me when this has been taken care of and when a credit will be issued to me, as we no longer lived in that home since 7/21/12. If you need additional information, please let me know. You may contact via email or phone XXX-XXX-XXXX. Sincerely, [redacted]Follow-up phone call on 9/14/12. Per [redacted] in CS, [redacted] put in the request on 8/22 and it has not been approved yet. To check back in another week.*Today is 3/13/13, and no one has ever contacted me regarding my account

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

Just would like my refund of $28.90. Please close my account. My credit reports show this account is open as an 'Unsecured loan'...?

Business

Response:

Business Response /* (1000, 5, 2013/03/19) */

THE CANCELLATION EMAIL WAS SENT AND RECIEVED IN AUGUST 2012. THE ACCOUNT WAS CANCELED IN AUGUST OF 2112, PER THE CUSTOMERS REQUEST. THE LAST PAYMENT WAS ALSO AUGUST 2012. NO REFUND IS DUE

Consumer Response /* (3000, 7, 2013/03/26) */

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

My letter of email was sent to Safe Home Security on 08/10/12. They needed something in writing because apparently they don't do cancellations over the phone. My account should have been canceled IMMEDIATELY on 08/10/12. My payment was deducted from my account 7 days later (08/17/12) from when I sent my email. I showed them proof when we evacuated our home. Safe home owes me $28.90. This is complete fraud. I will definitely be writing reviews on their services because this is ridiculous.

Business Response /* (4000, 9, 2013/04/09) */

the cancellation letter was recieved in August and monitoring is provided for that month. its not weekly its monthly. the cancellation does not take effect until the following month from recept of the letter.

Consumer Response /* (4200, 11, 2013/04/16) */

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

How could a security monitoring business take a whole month to cancel your services?? They just want to keep my money, they had no intentions on refunding me my money. It's basic fraud. They don't even care what situation you are in, even with written proof when you lose your home. Money is money to Safe Home Security, Inc. I know that now. What a shame...

Review: I called Safe Home security 1 week after I received my service to cancel because I did not want the 5 year plan. Discovered they had 2 price plans.

I explained to customer service that he did not disclose that there were 2 plans. The sales rep also told me that their system worked by satellite and not by phone service and that if my phone service went out or someone cut the line it would not affect my alarm service. I found out that it is not run by satellite that it is connected to my phone service. He also stated that if someone was too enter my home they could not disarm it by cutting the wires because it is run by satellite. This is the only reason I switched from my old service to their service. I asked him, then why does it have to be plugged in the wall. He stated that that was to keep the battery charged. I tried to cancel the service several times because of the misrepresentation by the salesman and was told that If I canceled I would still have to pay for the whole 5 years. They are the worst company out there and they lie to get you signed up and don't disclose all there pricing plans. Per the customer representative you have to ask for that information it is not volunteered by the sales reps. I would have never left my old security company for this one if I had known that it is connected the same way. why would I switch from a $45 a month plan to a $49 a month plan if I was not getting added security. I would have never done it. I would like to advice anyone thinking about safe home security to stay away. They also don't tell you that you have to cancel 6 months in advance in writing it you want to end your service.Desired Settlement: I just wanted the service cancelled because I felt that I was mislead. I tried to talk to a manager and I was told that she was the manager and that I had to speak to her.

Business

Response:

I spoke to the client and explained the type of security package she has and she was really thankful that I explained everything in detail. She was not given proper details on exactly what she is paying for, after I explained it I gave her my contact information and she said that if only someone had taken the time to explain this to her before she would have been happy.

Review: I signed a 3 year contract with [redacted] Security of Marianna Fl on Dec 17, 2008. The contract which I signed with [redacted] security, does not have an auto-renew clause, so I was continuing service on a month to month basis.On Sep 25, 2013 I received a letter from Safe Home Security saying they had merged with [redacted] security. Upon researching this company, I found many complaints online and decided to cancel my service. I telephoned and was informed that I would need to cancel in writing. I sent a fax on Oct 7,2013 and confirmed receipt by their billing office. On Nov 10, 2013, I received a bill with a finance charge and a $10 late fee added on. I phoned them on 26 Nov, 2013 and was told I would need to speak with an account manager who was assigned my case. I have left messages with him and also 2 messages with his supervisor. I have yet to receive a response.Desired Settlement: Stop sending me bills for a service that was cancelled.

Business

Response:

Hi [redacted]:

Complaint [redacted] was resolved prior to the receipt of the complaint. The customer was sent an email the account would be canceled and was sent to be closed. Therefore, can this be removed from our complaint history?

Safe Home Security

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. It would have been nice if they would have responded to my attempts before taking this step.

Sincerely,

Business

Response:

The bills are sent out in bulk, via computer. One can not be removed. The bill was generated before the file went through the final process of being closed, which terminates any billing. Please be patient an disregard the bill.

Review: On February 17th 2010 I agreed to a 36 month service contract. For personal reasons when the contract was over I decided to cancel further service. It is now nearly a year later from my first notice of cancellation and my service has not been cancelled. They are calling me daily sometimes multiple times a day attempting to get me to renew my contract. Every time they call that I am able to answer I restate my desire to cancel. I have advised them to stop calling and harassing me and they still call. I have not advised my bank to stop payment to the business in fear they would take legal action against me. They say they will cancel my service yet never do. I have also requested that when my service is finally cancelled that my contact information be removed from their system and that I never be contacted by them again.Desired Settlement: I would like for them to cancel my service as I have requested. As well as remove my contact information from their system and never contact me again as I have requested

Business

Response:

The account was canceled, on Januray 31st, before receipt of the Revdex.com complaint. Contact information can not be removed from thr system, but it has been noted in the account notes to not contact the customer under any circumstances. We apologize for any inconvenience or misunderstanding.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Since January 31st when the Safe Home Security claims they have cancelled my service and made notes to not contact me they have contacted me via email three times and phone 5 times, I am not including their attempts to contact me prior to the 31st. Each time they have attempted to contact me the subject wat continuing my service stated in such a way that led me to believe my service has not yet been cancelled. Each of the emails they have sent contained a new contract for me to sign. Every phone call asked to verify my receipt of the contract to sign and that it was returned. Based on the content of the emails and phone calls I do not agree with the response from Safe Home Security. Since initializing my complaint I have notified my bank and de-authorized any future billings.

Sincerely,

Business

Response:

Whats there to reject? The account was cancelled, per the customers request, prior to the receipt of the complaint and the file was marked not to contact the customer under any circumstances. It notes the customer was contacted once from a list he was working from and didnt see the computer notes in the account.

The account is closed

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.

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.

Review: The end of March 2014, I was contacted by telephone, the man said tnat he currently did the monitoring for [redacted], my current company at that time and that he could reduce my monthly amount to $29.99 instead of the $47.00 I was paying with [redacted]. I agreed to let them send a tech to inspect my system. On April 3, 2014, the tech came to my house, checked the system and could not get the time to set. I had my original manual and he still could not get the time to set and basically told me I was out of luck with that. He left and I did not realize until a few days later that he took my manual by mistake. Upon calling I was given the phone number for Family first detection and numerous calls went back and forth and I was called a liar by the tech saying he did not take the manual.I now have a secirity service that I dont trust and am stuck with them for 60 months. I was contacted several tine by safe home for a feedback and explained every time how unsatisified I was and I felt they should cancel my contract and let me go back to [redacted]. The last call thge woman said she would forward to main customer service. I have not heard from anyone, but just received a form to verify my information and THEIR NEWLETTER IS WARNING CUSTOMERS THAT CLIENTS ARE BEING CONTACTED BY COMPETITING COMPANIES, I do not feel safe that I have a security system because of all the problems that have been shuffled from person to person with no satisfaction.Desired Settlement: I would like to have the contract cancelled and no charges to me. I probably will never have a manual for the system. at this point.They did not install the system, [redacted] did several years ago, so the equipment is not theirs.

Business

Response:

The complaint was given to the dealer in question. The response is as follow: We never took the customers manual or called her a liar. I/we would never do such a thing. I will go on line and print a manual for her and mail it to her.My technician has been installing alarms fro 14 years. He does not need a manual to program a system at this point. She is witha great company and is saveing $150.00 a year from her last company. There is no reason to allow her to break and cancel her contract

Consumer

Response:

Review: [redacted]

I am rejecting this response because:theyu used false and misleading statements to get me to make an appt with them.the man who initally c alled said they were already doing the vmonitring for [redacted] which I found out later was not true. further they did not install my system but when the tech tried to set the time it would not work so I have a system that does not show the correct time. further it was the tech who called me a liar, and continued to argue with me over the phone. and if I stayed with [redacted] I would not be stuck with this co for sixty months. I really do not trust this company.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This company has not contacted me since I made this complaint of false advertising to get me to allow them to come into my home,.

Review: Sept 24, 2012 a salesperson from SAFE HOME SECURITY (SHS) contacted my 95 year old great aunt, [redacted] I can only assume they came to her door. She recalls they told her they were taking over for [redacted] and would provide security for her. They made her sign a 36 month contract and provide her credit card information so they could bill her going forward for monitoring service. She understood that [redacted] would no longer be her security alarm company. SHS then started charging her credit card $39.99 monthly. The alarm equipment in her home and all signs in her windows remain [redacted] to this day. She has no lawn sign. [redacted] never contacted her to notify her of any change. In January of this year she had a stroke and I took over her business affairs as Power of Attorney. In going through her financial records, I discovered that she was paying BOTH [redacted] and SHS monthly since late 2012. Because her equipment and signage is [redacted], I phoned [redacted] to inquired, and they informed me that there had never been a break in service to my aunt's service. They also informed me that it is illegal in CA to have a contract of this nature that is longer than 24 months. I have contacted SHS three times and requested cancellation of this fraudulent contract that was misrepresented to my elderly aunt - a situation I consider elder abuse. I have, of course, stopped payments via the credit card, but we are now receiving menacing calls and letters demanding payment. Having read many of the thousands of complaints against this company on the Revdex.com website, several of which are nearly identical to our situation, I decided to report this to the Revdex.com now before this escalates further, as it seems to be the only way to reach a satisfactory end to this situation.Desired Settlement: I believe a full refund back to 2012 is not only reasonable but required, as SHS took advantage of a very elderly woman, now 97, who lived alone at that point and trusted when she opened her door to this salesperson. SHS never installed any kind of equipment or signage and have never provided any service at all. We want the contract cancelled, a complete refund of all monies paid since late 2012 and the menacing calls and letters to stop immediately.

Business

Response:

We have reviewed your comnplaint and do not agree with your accusations. California law does not limit alarm contracts to 2 years. The contract signed is for 3 years and is attached. It has been almost 2 years since it was signed and never has there been a complaint. We purchased this contract and have no recourse against the company who sold it due to length of time that has passed. I looked at the signal history and we definately monitored the property through late 2013 where there is some signal issues. Customers are responsible for testing the system weekly and reporting signal loss. It looks like it needs to be serviced which we would be happy to do. If you can produce a a contract from [redacted] signed prior to the one attached that restricts you from cancelling with them for some reason (in other words she was locked in for more than 6 months) we will consider some alternatives. Otherwise the contract stands and we would be happy to service the system if necessary, please contact us at ###-###-#### to set that up. One last option is a reduced buyout on the months or so remaining on this contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First, your claim that you purchased the contract does not make sense, as your logo is on the 2012 contract she signed. Second, per your request I have sent a copy of the [redacted] contract which predates your contract to your representative who phoned me day before yesterday. It clearly states that the service continues month to month following the initial term unless one of the parties terminates in writing. Neither terminated. My aunt signed your contract when someone came to her door claiming that your company was taking over service from [redacted] customers in the area. That was an untrue claim denied by [redacted], and [redacted] monitoring and payment to [redacted] by my aunt have continued uninterrupted, resulting in her paying 2 companies for the same service. As a declining 96 year old at the time, she trusted what she was told, and did not understand that she was paying two different companies for the same. This site is not allowing me to attach the [redacted] contract here, or any other documnet for that matter, so please discuss with your agent Jason to whom it was emailed earlier today.

Sincerely,

Business

Response:

A contract that continues month to month will not be acceptable for us to release your obligation. That meant she was in rights to cancel and could have. We did purchase the contract, may have our logo but through a dealer network.

Consumer

Response:

Review: [redacted]

I am rejecting this response because that is not an acceptable reply. Yes she could have changed, but she did not. The fact remains she signed your contract only because she was told by the salesperson that you were taking over [redacted] monitoring in the area which was completely false per [redacted]. She signed under false pretenses believing it to be essentially a change in where she sent her payments.

Sincerely,

Business

Response:

If you would like to call me Monday I would be happy to discuss options with you. [redacted] ###-###-####. Nearly 2 years have passed, we definitely were monitoring and she signed an agreement and an indemnity agreement saying she was not in a binding agreement with another company. I'm happy to work through options with you.

Review: After dealing with several employees at Safe Home Security I am canceling service. I initially called 2 months ago to change my service from landline monitoring to wireless. I was quoted one quote and spoke to someone else who refused to honor quote. I had to deal with childish and very unprofessional rude service and they finally agreed to honor it. Well at that point I called up [redacted] digital life and signed up with them. I was offered a better deal and the customer service was amazing. I emailed Safe Home and requested to cancel service. In order to cancel I had to call this number. I did and was connected to [redacted]. This man was very kind and offered me the world to stay. He stated he would put it all in writing and email it. He only put a few things in the email and from there I went back and forth for a month attempting to get the deal he had promised. After 2 months we finally agreed and I wrote and email to confirm service and schedule the new installation. Well [redacted] never returned that email and another email I sent. After 2 weeks of no reply I called the company and asked to speak to his supervisor. I left 2 messages and finally [redacted] called me. He frankly stated he could not help me and [redacted] was a better deal and he was unable to offer what he previously stated in email that he could. I was upset and he actually said he was having a bad day already and didn't want to hear it from me. Now don't forget this mans job is to keep customers and make them happy! I was disgusted with his service and lies. To this day almost 3 months of attempting to cancel service I have yet to get a confirmation of cancellation. I currently have a call out to his manager and am just waiting to see how that goes.Desired Settlement: I would like something back for the wasted almost 3 months of my time. I have a new baby and the hours I spent on the phone and emailing we're very difficult to come by. I was lied to and had my time wasted. This mans job is to retain unhappy customers. In my opinion he failed miserably and should not hold this job position anymore. To ignore a customer for 2 weeks and then tell them their having a bad day and didn't want to hear it from the customer is just awful on many levels.

Business

Response:

After reviewing the matter at hand, there has been disciplinary action taken against [redacted] per customer's request. The customer was contacted and informed that the account is being closed. Due to the fact that the customer was under the primary term portion of their agreement until September 10th, 2014 there is no monetary reimbursement to occur. [redacted] has been made aware of that, and per our phone conversation feels that because of this, as well as the fact that she indeed did have a working alarm system over the past 3 months, feels that this resolution of punitive measures being taken upon the party at fault will suffice.

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,

Review: My father, [redacted], had a contract with SHS on his house. He was moving into an independent living when he went into the hospital instead. I have POA and in the process of cancelling the services for the house that was going to be sold I first contacted by phone SHS to cancel and sent a letter as I was told it had to be in writing. My father received a letter dated 5/12 asking for the reason of the cancellation. He wrote on their letter the house was being sold which it did on 5/28 and I personally mailed the letter. In monitoring his credit card statement I saw that SHS had debited his account on 6/5 for $29.99, again on 7/5 for $29.99 and again on 8/5 for $79.98 which was a totally different amount that previous billing. I spoke with [redacted] on 8/11 concerning the billing for June, July and August. He then informed me that the contract had expired 7/31 and that my father was billed in error and a credit would be issued. This was after leaving about 3 messages for him to contact me. After 3 weeks I called back as I had not seen a credit on my father's account and spoke to [redacted] who then informed me that the CFO had to review and authorize all credits and there was nothing else he could do. My father has since passed and there has been no credit posted to his account. I found that when I was able to finally reach someone that it was always something new that would delay resolution.Desired Settlement: I would like a refund for my father even though he has passed. My father indicated that he had tried several times to cancel and until I stepped in they did not respond. [redacted]

Business

Response:

A refund of $109.97 has been approved and issued. We apologize for the delay, and inconvenience, during this difficult time. We're sorry for your loss.

Review: Safe home failed to active alarm at central control and I had to have incident ,and has not returned my calls as promisedDesired Settlement: refund

Business

Response:

Six months credit will be applied to Mr. [redacted] account. I have spoken with the customer, and he is agreeable to this resolution.

Review: On March 5, I discovered an [redacted] charge (still pending) in the amount of $29.99 under name of Security Systems. Since I do not have any home security system and I did not authorize any such charges, I called my bank's fraud department and informed them about it. The next day, March 6, I closed my checking account and opened a new one, in the fear of identity theft. On March 20, I received a letter from Safe Home Security, letting me know that they tried to charge my bank account and that it was unsuccessful. The letter also informed me that I will be billed amount of $20 as return processing fee. The very next day, March 21, I called the number provided in the letter. First, I spoke to a customer care agent, named [redacted], who, saying that she cannot solve my issue, transferred me to cancellation department. After being transferred, I spoke to a lady who's name was [redacted] (extention [redacted]). I gave her the account number provided in the letter and told her that I do not have done any business with Save Home Security since June (or July) of 2013, when I terminated my service and made my last payment of $ 460 (if my memory does not fail me). She looked that up and confirmed that I was telling the truth. After that she looked up the account number from the letter and she told me that I am right, there has been a mistake, and she can see that I HAVEN'T SIGNED ANY CONTRACT WITH THEM. She tried to apologize in behalf of SHS, however, I said that I do not want her verbal apology. I want her to clear/cancel any existing account and send me an apology letter. She said she will talk to her supervisor and asked me to call her back Monday. The following week, I was able to get hold of her Tuesday, March 24. She said that she is going to send me an apology letter via email, which almost 1 week later (today), I still did nor receive. Instead, I received another bill from Safe Home Security Inc. today (March 30). This time the amount is $ 142.96, for the system I do not own and the service I did not sign for.Desired Settlement: The Safe Home Security Inc. has to send me an apology letter in which they will admit their mistake, and also they must inform me that all accounts and all information that they have on me (my name, my home address, my phone numbers, etc) is absolutely cleared from their system, and they will stop bothering me with their advertising or otherwise phone calls, and/or all other means of communication for that matter.

Business

Response:

The account was closed in 2013, when the customer made a buyout. The account remains closed, and the bill may be disregarded.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

First of all, I do not like the expression "the bill may be disregarded." The response does not indicate that the company admits that they made a terrible mistake and were about to charge my bank account without my authorization. To me, it is a violation of my trust. I gave them my account number back then when I still had business with the company. They tried to use that information 1 year and 8 months later to take my hard earned money, when I haven't signed any service contract with them. I rather see an apology letter with certainty that the bill will be disregardedSincerely,

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: 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: I had a 5 year contract with the company Safe Home Security. After the 5 years, I decided to cancel my services. On April 6, 2015, I contacted the company via telephone requesting cancellation of my services. I was told by the representative that I needed to make the request in writing. I sent an email that day requesting cancellation. I was told that it would take 7 to 10 days for the services to cancel. On April 28th, I received an email from the company representative, David M[redacted], indicating that I needed to speak with him prior to cancellation. I contacted him, but was unable to reach him. I left a voicemail message, but never heard back from him. Since then, I have left 6 additional requests for cancellation of services. To date, I am still being billed for the services.Desired Settlement: I want my services cancelled from the effective date of the initial requests. I want to receive a refund the money that was deducted from my account since the requests.

Business

Response:

Customer signed a 5 year agreement in June of 2010, thusly, it expires after June of 2015. The account has been moved to close as scheduled. There will be no refund as the months of April, May, and June are due payments.

Review: I wasn't aware until too late that I had signed a 5year contract. I accepted that I had and I have paid my bill every month for the last 5 years. Knowing my contract was ending soon (Sept 2015) I tried on numerous occasions to contact the company to cancel my service. When I finally spoke with someone they informed me I'd have to write a written notice to cancel 60 day prior. Being I wasnt aware of this until too late I still attempted to contact to have my services cancelled. I again was receiving no response. When I finally got my "account representative" on the phone she informed me I could think of lowering my rate with a 36mo contract and first 3months free and to give a call back. We decided we still wanted to cancel so I contacted her again. When I informed her my decision she began getting hostile and said my contract was automatically renewed for another 12mo since I didn't inform them of the cancellation notice on time and was very rude and condescending toward me and that I could not cancel my service until Sept 2016.Desired Settlement: I would like my service cancelled and out of the "renewed" contract being I attempted to contact the company on numerous occasions and wasn't able to, resulting in late notice of cancellation. I also do not want the company to false report negatively on my credit report being I am a paying customer and have not missed a payment on the last five years.

Business

Response:

Safe Home Security has two options available for this account:

Review: I am currently under contract with Safe Home Security. I started having trouble out of my alarm system for almost a month now. And I have talked to 4 differant customer service representatives in the past 3 weeks and each tells they were trying to get a Technician to call and come out or they will call me back and never call. I have been more than patient with Safe Home Security regarding this matter for the past 3 weeks.I just don't think it's right for me or anyone to have to pay for an alarm system that not fully functional. The last customer service rep that I talked to on today 5/13/2013, reminded that I was still under contract and would be breaking the contract agreement. I reminded him that they were not keeping up there part of the contract either. He kept sayin he was gonna try get a Technician out on friday and I told him have had enough and have been more than patient in trying to get this matter resolved. I told him I was going to look into another Security Service. He kept on saying he was gonna someone and trying to get me to agree to it.

Product_Or_Service: Alarm System

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would just like to end my contract and part ways with Safe Home Security. I don't won't to be compinsated for the month or anything just want out. I just want to be able to secure my family and my home !!!

Business

Response:

Business Response /* (1000, 5, 2013/05/24) */

We have attempted to resolve the issue with the client. We offered to compensate the customer for the down time as well as for his inconvenience. The client declined our efforts. The client is in a contract until 2017 so his account will be closed at that time. If the client wishes for his alarm to be serviced, we will be more than happy to satisfy the customer.

Consumer Response /* (3000, 7, 2013/05/31) */

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

The reason I do not accept the offer, I have obtained another service. As I stated before I have been talking to safe home reps. and trying to get my security system fixed for over 30 days.When I told them that the wife and I was going to start looking into another security service is when they wanted to start trying to move foward and telling me that they just got somebody licensed to do the job. And it was gonna be the next week before he would call and set up an appointment and that's just to set up the appointment to come out. we have been more than patient for well over a month and paying for a service that we not getting. Have new system installed and doing business with another company.

Business Response /* (4000, 9, 2013/06/14) */

The customer is being sent Fed Ex return shipping labels, for the retien of the security system. Upon receipt, the account will be canceled, with no balance due.

Review: Credit for service was promised and never received from June 2013.

On 6/26/13, I spoke [redacted] at XXX-XXX-XXXX ext 1115 regarding a service call that was supposed to be at no charge. [redacted] told me he would credit us. I have checked my credit card statement online and no credit has been not received. Desired Settlement: $192.24 for service charge that was supposed to be at no charge.

Business

Response:

Business Response /* (1000, 5, 2013/08/22) */

Safe Home Security processed a refund for the amount of $192.24 to be refunded back to the client's credit card. Client stated nothing further needed.

Consumer Response /* (3000, 7, 2013/08/30) */

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

I was contacted by [redacted] at XXX-XXX-XXXX X [redacted] the day after I filed the complaint. He took my credit card number and told me that I would see a full refund in the amount of $192.24 to the credit card that these charged were put on within 3-5 days, it has been six business days since then and there has been no credit received. He gave me his direct extension and told me to contact him with any issues. I left a detailed message this morning and asked for a call back but did not receive one. I wish to pursue this further.

Thank you,

Business Response /* (4000, 9, 2013/09/05) */

The customer's refund was processed on 8/30. As I advised the customer, it would take up to 5 business days to process.