Safe Home Security, Inc.

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: 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: 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: 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: 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: 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: 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: 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: 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: 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: 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 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: 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,

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: 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: 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: 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: *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: This is a follow-up complaint to one I filed back in March 2014. In November 2013, I requested Safehome Security to move the alarm service from [redacted]. I used the "Moving Certificate" came with my subscription for a free relocation of the service. The relocation was not done until Feb-March of 2014 and I filed a compliant against this business with Revdex.com.

On June 25, 2015, which is the expiration of a 3-year contract I signed, I emailed the customer service to inform them i'd like to cancel my subscription of the service. I got an auto-response form an Al S[redacted] stating that this person is away until 6/29/2015 and he will contact me upon his return. I never heard back from this Al and I followed up with an email on 7/13/2015. Still no response. I called and a representative said that she will look into it and get back to me. Again, not response. In the meantime, this company continued to charge me $35.99 per month on my credit card via auto-pay. I disputed these charges with my credit card company and the disputes were settled every month in my favor. Eventually the company stopped billing me through credit card and started to send me letters starting in November 2015.

It is probably the lease responsible service provider I have ever dealt with. They simply refuse to recognize customer's demand to cancel subscription and continue to send out bills. Further, they do not respond customers' inquiries. They lost the dispute every time but continue to harass its customers.Desired Settlement: I'd like Safehome Security to stop contacting me and claiming for fees that I don't owe them. I want to have nothing to do with this company. I honored my 3-year contract and used a "moving certificate" that promised to relocate my service once for free during my contracted term. I owe this company nothing.

I have a great credit score and have always paid my bill. But I won't pay what I don't owe.

Appreciate the assistance.

Business

Response:

We have cancelled both accounts ([redacted]) + ([redacted]) with Mrs. [redacted].

Consumer

Response:

Review: [redacted]I need a confirmation from this company that I do not owe them any fee after I submitted my cancellation request on 6/25/2015. Thank you.

Sincerely,

Business

Response:

Here is the written confermation that both accounts are closed and you do not owe anything. Shane M[redacted]

Consumer

Response:

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

Sincerely,

Review: I have been with Safe home for a couple of years. In July of 2013, I had one of my sensors to go bad on my window. I called SH to come out and fix it. They sent out a technician the next week and did a thorough check of the system and replaced the batteries that needed to be replaced. About a month later one of the batteries needed replaced again. That battery was replaced with me having to buy it of course. A month later I still kept getting the battery fail on the system, but with the system still working I let it go. This past month the whole system went down, with the door chimes not working when I would open a door. I notified SH and it took them two weeks to send out a technician. He replaced the battery in the main system box and that lasted for a day and the system went back down again. The next night I mistakenly armed the motions detector and my alarm goes off at 3 o'clock in the morning. That was near a month ago after calling SH daily and talking to a service rep that assured a tech would call and set up an appt. He did call and left a message with my wife saying that he had to order a part and would call back and schedule a date to install. Still no fix and no call. I know for a fact that I was not under contract with this company and they offered me to install another system if I would sign a year contract with them. I declined and told them that I just wanted my system fixed, which it is still not. After no call from management or the tech I've had enough and wanted to cancel my service. I call into the resolution department and get a Mr. [redacted], which is the rudest person that I have ever encountered for a person to be in this position. He then proceeds to tell me that my contract is not over until July of this year, which I know it is not. I had called before and inquired and I knew it was already up. They said it was my ex-wife that had signed thee contract and put my name on it also. I wasn't with her or even in the state at that time. DO NOT USE S!Desired Settlement: I haven't had service with SH for the last month. I want my payment reimbursed for the last month and I want not further dealings with safe home. I never signed a contract with SH that was my ex-wife's doing. I have further fraudulent dealings in which she has opened accounts in my name without my consent and I did not sign any contract with SH and I am not responsible for her signing. SH has not held their contractual agreement and I want them to terminate my service immediately.

Business

Response:

The service has been completed and the issue with alarm system has been resolved the client is content at the moment. Not happy but content.

I have issued a month of credit and am working on a resolution to lower the monitoring rate for Mr. and Mrs. [redacted].