Safe Home Security, Inc.

Review: 4-10-2015 Returned home from a 4 month stay in [redacted]. Security system not working. Called and set up apt for repair on 4-4-13-15 No call no show. Called again was transferred to [redacted] who set up appt. I left her a voice mail. she returned my call and told me service people would be calling me that day. No call. 4-14-15 [redacted] called me wanted to know if they called I told her no. I would like to cancel my service. was then transferred to 2 more persons. [redacted] customer service told me he could not accomadate my cancelation as I have a contract and I am receiving 24/7 service. NOT because it is not working and who knows how long it has been out. He told me he would find out what was going on and call me back in 15 minutes. Yep no return call so far.Desired Settlement: Cancel my contract with written notice. I should have stayed with [redacted]. Neve had problems with them.

Consumer

Response:

This issue has still not been resolved. At this time still do not have an active alarm system. Payment was deducted from my account on 5-5-2015 for the amount of 44.98 for non working alarm. to me they have breached there contract. will call them again today. 5-7-2015

Business

Response:

PLEASE CONTACT THE OFFICE AT [redacted] TO SET UP A SERVICE CALL, AT NO CHARGE. IF THE TECHNICIAN DETERMINES THE SYSTEM WAS MPT OPERABLE, WE WILL ISSUE A CREDIT FOR THE TIME IT WAS NOT IN SERVICE

Review: A salesperson from SAFE HOME SECURITY contacted my mother, [redacted] that they were taking over for [redacted] and would provide security for her . She understood that [redacted] were no longer running her security system. She therefore signed a contract ,the salesperson removed [redacted] sign that day. The company started taking money from her bank account . In January she told me ,her daughter , what happened. In looking at her bank account we noticed they were both taking withdrawals . As she was still under contract to [redacted] ,I ,[redacted] A. [redacted] looked at her system still in her home and it is still [redacted]. Safe Home had never installed a system in her home. I have contacted the company 3 different times to get this resolvrd. My mother is now 99, and hard of hearing. That is the reason I am handling this matter for her. I sent Safe Home a copy of her contract with [redacted]. But still nothing was done. We've hit a block wall.Desired Settlement: I believe a full refund is necessary ,as they took advantage of an elderly ,hard of hearing Lady.They never installed any kind of system she could ever use if she wanted to.We want the contract cancelled and a complete refund of all monies taken from her account from March 2013 to the time of cancellation of the contract.

Business

Response:

The account will be canceled and a refund will be issued, to the address on file. Please allow 10 days for receipt

Consumer

Response:

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

Sincerely,

Review: 01/09/2009Signed 60 month contract for Home Security Monitoring?/?/2011First contacted company about canceling Contacted company, was told to wait until 3 months before contract ended.?/?/2012 twiceRe-Contacted company to verify date.10/02/2013Mailed letter to inform company their services were no longer needed.01/06/2014Safe-Guard America took another $53.24 out of my bank.My son called to complain about it. They said, letter not received and they would continue because it had "rolled-over",could not stop it for another year, then tried to sell him on the product at a reduced rate for 6 months.Later that afternoon, received original letter back, sent on 10/02/2013Sent another cancel the contract via e-mail at [email protected]/09/2014MY Son called & e-mailed a copy of the un-opened returned letter to same address.NOTE- The only address with contract is [redacted]There is a [redacted] address, but, it is on the colorful carrier file with the 800 number.Desired Settlement: Refund the $53.24 they took out in January and any future money that will be taken in the months to come & stop money out of my account.

Business

Response:

As the customer acknowledged an agreement for 60 months was approved on January 9, 2009. In the same paragraph as the initial 60 month term, it also states a letter of cancellation is needed at least 60 days prior to the expiration date. The expiration date is January 9, 2014 and the letter of cancellation was received on January 6, 2014. If a letter of cancellation is not received at least 60 days prior, the agreement shall renew for the next 12 months.

Review: I signed up for home security monitoring services from Safe Home Security, Inc. (SHS) ([redacted]) in September, 2007. In May 2013, I discovered that SHS was not providing any monitoring service to my home. A few days after a power outage when I noticed that the alarm panel was dead blank, I called SHS. A representative confirmed that my backup battery must be dead and acknowledged that as the monitoring substation had not gotten any signal, our house was not being monitored, meaning that the house had been without monitoring service since who knows when. The representative said that a repair person would contact me within two days. Nobody got in touch with me or otherwise tried to remedy the situation, and so I cancelled my service. SHS acknowledged my cancellation of service early June yet has continued to send me bills; moreover, they mailed me a notice of their intention to report my purported failure to pay to credit reporting agencies and hire debt collectors. I paid for SHS service through May 2013 and discontinued services and payment when I discovered that they breached the contract since they were not monitoring my home (and may not have been properly monitoring for some time before). Even if the breach of contract, which terminated the contract on May 6, 2013, did not occur, SHSs bills after October 2013, the end of the contract term, are not valid claims for payment because I discontinued services and received confirmation from SHS. I terminated the contract well before the 30 days required by the contract term, meaning that my payments, and SHSs services, would not be renewed for another year and the current contract would end no later than October 2013.Desired Settlement: I want SHS to confirm that I do not owe them any balance. SHS has no right to payment after the effectively terminated contract term ending in October; nor does it right to payment before that, from May 2013, when it breached the contract by providing no service.I also want any effect on my credit report, if they have submitted such a report to any agencies, revoked, and any debt collectors called off. Finally, I want SHS to cease all contact with me, including phone calls or continued bills with accumulating interest, as I do not owe them any debt.

Business

Response:

I have reviewed this customers account and will cancel it and clear out the balance due to an error in the cancellation dept. I emailed customer with my contact info and written response per their request. It did come back as spam, so again my name is [redacted] and my number is [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 for your help to resolve this matter!

Sincerely,

Review: In mid June 2015 my alarm system needed repairs. After several phone calls regarding signing a contract because repairs were not included, the earliest a repairman could come out was July 7. I signed a contract including repair. I have had the same alarm company (although sold several times) for about 20 years. When the repairman came he did not have a new battery which was the indicated problem and he told me that my system was antiquated and needed to be upgraded. He also indicated someone would call me later that day to update me. No one called. I called several times before speaking with Chasidy A[redacted]. I then began an endless number of phone messages with the company, one in which they thought I was on hold and referred to me as "cuckoo". Finally speaking with the manager, Christopher H[redacted], we agreed upon a new system and the payment that included a new controller, new sensors and a camera inside the home. I paid upfront for these items to be installed on August 18th (again the earliest repairman). The repairman arrived without any equipment indicating that I was to have received the equipment from Safe Home. I had not received anything nor knew anything about a shipment. The man installed the system from items he had with him but did not have the camera. I called the office multiple times during his visit and for several days before getting any response. Chasidy then informed me that the camera would be sent to an installer and it would be installed on September 15. On September 15, I received a call from Romaine with Safe Home that the installer of the camera had quit and he had the camera. Romaine indicated he would call me that afternoon; he did not and never has called. It is September 22 as I write. I have called and left messages on 9/17, 9/18, & 9/21 and have not received a return call. I have a contract and I have paid for a camera that I have not received. I need this resolved. I can see online that this company will file my bill as delinquent if I void the contract but the lack of service is indicative of a reason for the contract to be broken.Desired Settlement: I would like to receive my camera installed within the next few days. If not, I need to be refunded for the camera (approximately $400) and be released from my contract.

Business

Response:

Due to unfortunate circumstances with the install of the camera. We gave customer 2 months free service for the inconvenience. We had customer scheduled for October 13th as a place holder for a sooner date. Contacted the customer offered October 1st then October 3rd we agreed on Tuesday October 6th for the setup and installation of the cameras. Going forward customer will contact Christopher H[redacted] at ext [redacted] for any issue. Christopher H[redacted] Customer Service Manager Safe Home Security [redacted] ###-###-#### mailto:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that if completed as indicated, this will resolve my dispute with Safe Home Alarm Company.

As promises have been made in the past, I want to keep this complaint open until the services are rendered.Sincerely, [redacted]

Review: [redacted] has tried to cancel the alarm system service for a residential property. This firm has continually harassed [redacted] by phone and via mail telling him that he could not discontinue the system. He was told the phone call was being recorded and they would submit information to the credit bureaus that would ruin his credit rating.

For a gentleman that is hard of hearing and aged 86 he does not need this verbal abuse and threat about his credit rating. This is causing mental hardship and stress. Since [redacted] has [redacted] and other health problems the absolute last thing he needs is to endure this type of treatment.Desired Settlement: A formal apology letter from corporate and change in policy by corporate and discontinuation of service as requested back to last year when [redacted] initially advised he wanted to cancel.

With over 800 complaints to the Revdex.com in 3 years this company needs to be showcased in the [redacted] and other media to let U.S. consumers know they should not be intimidated by the sales and so called "customer service" personnel. If a lawsuit were to be filed on behalf of all clients who have been harassed we would be part of this in order to see discontinuation of this type of business practice. I know other seniors who have faced the same problem and it also caused them undue stress.

Business

Response:

Per the customer's signed agreement, we require written notice of cancellation 60 days prior to the expiration date of their agreement, or the agreement terms will renew for a 12 month period. The customer's first attempt at cancellation was a phone call made in September of 2014 to get the company's address to mail a cancel letter. The letter came in October of 2014. The customer's original expiration date would have been in August of 2014, but the letter was not received until October, so the agreement had renewed until 2015.

When the customer wrote the letter, they stopped paying, although the company never stopped rendering service. The calls that have been claimed to be "harassment" were calls made by our collections department to accrue money owed, therefore, they are not harassment, but normal business practice.

Ms. [redacted] has offered the customer a resolution, in which the customer continues to tell [redacted] that they refuse to pay. At that point, it is the company's responsibility to inform the customer that we are a company that reports to all 3 credit bureaus so their deliquency will show on their credit report.

The company will offer the same resolution offered by [redacted], which is a decreased buyout of the months owed from services rendered, or offer the customer a way to keep the security system without paying the backed due funds.

Review: In 2008, I subscribed to [redacted] Alarm ([redacted], **) services for installation of security system for our residence In [redacted]. My account was set up for automatic payment since the initial contract with [redacted]. I was a very satisfied customer. In 2013, I contacted [redacted] for a technician to service our batteries in the system. The technician showed up wearing "[redacted]" uniform. I stated to the technician that I called [redacted] and not [redacted]! He stated it was the same company-just a different name. They installed the new batteries and installed an additional sensor. I signed a service tag and a receipt for the additional sensor. All along thinking that my automatic payments were going to [redacted]. A few months past then I realized that my automatic payments were going to Safe Home Security (SHS) in [redacted], Ct. and not [redacted]. In August 2015, I informed SHS that we no longer needed their services because we were leaving [redacted] and the residence would be vacant and with no electricity. The Customer Care Department representative stated that they would send an e-mail with a link where to send the letter of termination request. The email was never sent. On September 13, 2015 I sent a letter requesting termination of service to SHS. They responded with that there was a contract on file that did not terminate till April 2016. I responded back to SHS that I never signed any additional contract with anyone especially SHS. The only paper work signed back on April 2013 was a technician's service tag and a receipt for an additional sensor installed. I also stated in the letter that SHS fraudulently obtained a contract by mis representing a service tag and receipt to me to sign. I have filed a complaint against SHS with the Attorney General's Office of the State of Connecticut. I also mailed a copy of my complaint to the Attorney General's Office in [redacted].Desired Settlement: I would like to see the Attorney General's Office in the State of Connecticut in bringing criminal charges against the owners of Safe Home Security-not only in the state of Connecticut, but, throughout The United States and it's territories where SHS conducts business.

Business

Response:

This account has been canceled per request.

Review: I moved from PA to MD on June 12, 2013 and the company indicated we were still in a contract so they would not release us or cancel the contract; instead they informed us they could transfer our service to MD, the alarm service started late July and still isn't completed. I realized in July and in August that I had been charged for a battery that the company had advised was needed at the PA residence based on internal notification they had in their system. Not realizing they would be charging $50 for the battery it was authorized and arrived just a few days before we moved from the property. I requested a waiver/refund and was told a request was put in, the next month I was again charged for a battery (I was in MD) and I have again requested a refund which I have not received as of today.Desired Settlement: Cancel contract and refund overpayment that this company has automatically deducted from my bank account

Business

Response:

We are working with the client on their account. If we cancel the clients contract at their new home, we would be unable to close out the customer's old account as they are under contract. I have submitted a refund to be mailed to the client in the amount of $98.00.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I feel it is very unfair for Safe Home Security to not honor the contract on their end. I began writing them letters on September 4th and my last letter to them is dated September 17, 2013. Their comment to you that they are working with the customer is not the true. Safe Home has not contacted me or attempted to schedule an appointment to complete the installation of the Alarm system at my home in MD, even when I wrote them on September and advised that I was contacting the Revdex.com and the MD Office of Consumer Protection. I feel it is very unfair and unacceptable that they continue to deduct monthly payments from my bank account every month and want to hold me to honoring the contract when they are not doing what the contract requires of them. I am suppose to have a completed Alarm monitoring system installed at my residence that is working since that is what they charge me for. I moved into my residence in June 2013 and it is almost October and I am so sure they won't have any problem taking the October fees from my bank account on October 1st. I should not have to go through this madness for them to honor their end of the same contract agreement they require me to be responsible for. There have been way too many telephone calls back and forth with this company and appointments scheduled which have all ended in a "No Show" by their technician. As of today yet another week has gone by without any communication from Safe Home Security to complete the installation of my alarm system at my residence in MD.

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.

Review: IN MAY 2013 I NOTIFIED SECURITY ONE VIA PHONE THAT I WOULD LIKE TO CANCEL SERVICES. I WAS NOTIFIED THAT I AM UNDER A 60 MONTH CONTRACT AND CANNOT CANCEL. I SENT A LETTER TO SECURITY ONE INFORMING THAT THE CONTRACT I HAVE IS BLANK AND THEREFORE IT IS NOT VALID. SECURITY ONE THEN SENT ME A LETTER STATING THAT I NEED TO SEND ALL REQUEST TO SAFE HOME SECURITY. I FORWARDED THE SAME LETTER TO SAFE HOME SECURITY'S HQ. THEIR RESPONSE TO THIS DATE HAS BEEN TO CONTINUE TO SEND ME BILLS WITH LATE CHARGES AND FINANCES FEES ADDED. I HAVE INFORMED THEN NUMEROUS TIMES VIA PHONE THAT THEY HAVE NOT MONITORED MY HOME SINCE JUNE 2013 AND I WOULD LIKE TO NOT BE BILLED FOR SERVICES THAT HAVE NOT BEEN RENDERED. AS OF TODAY, THEY STATE MY ACCOUNT IS PAST DUE IN THE AMOUNT OF $313.87 FOR THE PAST 4 MONTHS. MIND YOU, I WAS ONLY PAYING ABOUT $40 PER MONTH FOR SERVICE BEFORE JUNE 2013. THIS COMPANY SEEMS TO THINK THEY CAN BULLY ME INTO PAYING THEM. EVERY TIME I HAVE A REP ON THE PHONE THEY CONTINUE TO REMIND ME THAT THEY WILL "MESS UP" OR "RUIN" MY CREDIT IF I DONT PAY THEM. LIKE I STATED IN MY REQUEST FOR CANCELLATION LETTER: 1. THE SECTIONS FOR ENTRY ON THE CONTRACT ARE BLANK & 2. THE FEES THAT WERE PRE-TYPED ON THE CONTRACT WERE NEVER CHARGED TO ME UNPON ACTIVATION AND WHEN I HAD A SERVICE CALL. THIS HAS BEEN THE FIRST TIME I HAVE EVER FILED A COMPLAINT AGAINST ANY COMPANY.Desired Settlement: STOP SENDING ME BILLS.

Business

Response:

According to our notes teh customer switched to [redacted] 2 months after installation. There are 2 options. The first is to pay the back balance and pay to have us send a technician out and flip your monitoring back over to us. At that point you could honor the remainder of your agreement and receive service. The second option is to pay a 90% buyout on teh contract. Please contact us at ###-###-#### to let us know which option you would like to pursue. We are not cancelling this contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1- I began service with Security One (Safe Home Security) on March 22, 2012 and switched to [redacted] on May 23, 2013- not the 2 months they are stating. 2- I switch to a better company with reason, so why would I pay to go back to Security One (or whatever name they go by)? & 3- I do not agree that I should have to pay 90% to buyout of a "contract" that is blank.

Sincerely,

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: This company scammed us into switching our monitoring company to them.

About the time our 3 year contract was up with [redacted] we got a phone call and they said, "We see that your contract is expiring soon and we want to offer you a free upgrade to your system and this will lower your monthly bill by a lot. We are called Safe Guard and [redacted] sub contracts us out to do their installations and we would like to come in and do this for you for free." Of course we said sure come on over, they installed this huge ugly box on our wall without us knowing and then when we asked for them to take it down because they didn't tell us they were doing that, they refused and said to call the office (we did and they refused also) so then we signed a ticket and the tech left. Well...the ticket they had us sign was a totally new contract and it was with Safe Guard. They completely scammed us and there monitoring has been horrible and unreliable and they don't respond and our system just randomly goes off, our doors don't tell us they open anymore and our glass break isn't even hooked up anymore. We are furious. So now we are moving in 2 weeks and we call them to see if we can suspend our service until we get a new home or cancel the contract all together because we don't like them to begin with! (we will be living with relatives until then) they said they cant do either without us paying out the remainder of our 5 year contract (like $2,000) and they will not suspend our service either and we have to continue to pay monthly for service we aren't using and they are not monitoring anymore! Then they said we have to rip out the whole system and take it with us and then pay them to come out and install it in our new home. Are you crazy? The system belongs to our old home, we cant just rip it out and leave a huge hole in the wall!? This company has scammed us from the beginning and we have been trying to deal with it but we are moving and they aren't helping us out at all, we are not paying for service we are not going to be using. We want to cancel this contract all together without paying our contract out. This company needs to be shut down.Desired Settlement: We just want out of our contract, we are moving and have no home of our own to live in and it will probably be like this for a while. Its the principle of the matter also, they scammed us into a contract with them and we want out.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: we tried cancelling our service the moment we found out that we were not with [redacted] anymore which was within a few days of the new company coming in and "upgrading" us. We received no lawn signs or signs and when they initially called, they said [redacted] sub contracts them to do this upgrade, if they mentioned anything to me about switching our service to them, we would have declined, and I am human so maybe I didn't understand the offer, but from what I remember I wasn't told that we would have a new contract with the,. We love [redacted] and would never leave them, they have helped us out financially several times and we have never had any issues, I would pay $10 a month more to them just because of their high level customer service and monitoring team.

We have called multiple times with complaints about our service, the alarm would go off when its not even set or someone wouldn't even call us if the alarm did go off., not to mention every time we have a question or complaint or problem we are told someone would call us back the next day and they never do and the service reps we have talked to on the phone have been very rude and sketchy. Perhaps they were never logged in their system but we have been having issues for a long time now far before we knew we were moving. My husband has been back and forth with the company numerous times. When we found out we were moving over a month ago, we called and asked about our options and was told that we still have to pay our monthly dues even though we will not be in our home for a couple weeks in between the moves. This is not right, how can you make us pay for our home to be monitored if it isn't even ours anymore? We are living with relatives until our home is ready and then you can charge us to monitor that house. The contract should just be "suspended" or something for that time. This is what our cable company is doing and our internet and phone and those companies have been helpful and accommodating to their customers as all kinds of service companies should be. We are not taking advantage of anyone or trying to be sneaky about anything, all we want is to be helped, helped in the way that works for everyone in a fair way. My husband is taking care of these issues now as I am 7 months pregnant and its causing severe stress on me and the baby. I will inform him of this email.

Perhaps we could come into a compromise about this, my husband has been in contact with someone at the company on the phone for a couple weeks now trying to figure something out but the person in charge has been out sick apparently for like 2 weeks, so we will see what happens when he returns and he will keep calling until this is resolved. I thank you for your time and response.

Sincerely,

Business

Response:

To whom it may concern,

We contacted Mrs. [redacted] by telephone and offered a lower rate as well as a free maintained check of her system in May of 2013. We also informed her that we were not [redacted] and that if she went with our offer that it would no longer be monitored by [redacted].

Our technician wears a clearly labeled company shirt. Our contract states our company name, and she was given a new yard sign with our company name. The contract also has a 3 day cancel notice. She has even been billed for months with no word about poor service or thinking we are still [redacted]. The problem seems to be that she is moving. The client signed up with our service back in April 2013 but has only seemed to have had an issue once she realized she was moving.

We are willing to work with her but cannot release her just because she has decided to make plans to move. I would like to find a way to make her happy and I am open to any suggestions.

Thank you, [redacted]

Review: I had a three-year alarm service contract with Safe Home Security ending on 11/11/2014. Right from the start of my association with the company I received extremely poor support. On one occasion the police had responded to a carbon monoxide alarm but no-one from Safe Home Security came to investigate the cause in spite of requests for assistance. The only time I received calls from company employees was in the weeks before my contract was due to expire. Then, I received several calls urging me to renew my contract. To each caller I responded that I did not plan to continue service with the company. One individual who telephoned me was even rude and hectoring in her demands. At no time in my dealings with Safe Home Security personnel did any one alert me to the small print in the original contract informing me that it was necessary to terminate the contract in writing until I noticed a charge for the month after the contract expired on my credit card bill. When I called to dispute this charge, the Safe Home Security employees were hectoring and indifferent. I immediately upon receiving this information wrote to cancel service. Before the letter arrived, the company charged me for a second month of service.

I believe the two months charges for the alarm billing of $37.25 per month, when the company was aware that I had contracted with another alarm company for service was dishonest and even fraudulent.Desired Settlement: Billing Adjustment the two months when I had service with another company

Business

Response:

The cancellation process is in regular print on the top of the agreement. Neverless, the account has been canceled and one month will be refunded, due to the contract did not end until November. Decemeber will be returned.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:In the sales called that were made to me by SHS before the termination of may contract, employees had plenty of opportunity to remind me/inform me that they planned to continue billing me even though they knew I was changing alarm systems to another company. There were reminders that I needed to ensure repeated coverage with them. Why, when they intended to continue to deliver a service but never informed me of the fact?

Sincerely,

Business

Response:

THE CONTRACT SPEAKS FOR ITSELF. IT WENT FROM NOVEMBER TO NOVEMBER. THE FACT SHE CHANGED COMPANIES HAS NOTHNG TO DO WITH THE CONTRACUAL OBLIGATION. THE TERM NEEDS TO BE FULFILLED, REGARDLESS. THE FACT SHE TOLD US SHE WOULD NOT BE RENEWING HAS NOTHING TO DO WITH IT. IF THE Revdex.com NEEDS A COPY OF THE CONTRACT I WILL BE HAPPY TO PROVIDE IT, FOR REVIEW. AS PREVIOUSLY STATED, DECEMBER WILL BE REFUNDED. WE CONSIDER THIS MATTTER RESOLVED AND CLOSED

Review: We have tried canceling the service we have through this company for the past year and have called them numerous times about this! The last time we called they said send a cancellation letter and that's all we have to do and we will cancel your service! I sent that letter the day after I called! Then I recieve a letter in the mail stating that the contract for service has been renewed for another year! I've called them and they refuse to cancel this contract stating that I was suppose to send the letter 60 days befor the primary term! The person we talked to did not state this and did not tell us when the next renewal date was! I would like my contract with this company cancelled and I'm tired of paying them!Desired Settlement: For this company to cancel my contract with them and no further contact with this company!

Business

Response:

Although the company does require a written notice of cancellation 60 days prior to the expiration of the agreement, which we did not receive, the company agrees to discontinue services and close account with no further billing due.

Review: I had an alarm service through Safe Home Security, Inc. at my previous home. I closed on that house June 8th, 2015 (as stated in my HUD form that I sent to them TWICE- once by fax, and once by email). I requested several times for them to close out my account, which they did not do in a timely manner. In fact, I was charged my monthly rate of $39.99 for both the month of June and July, when I was no longer owner of the address in question. When I called them in regards to a refund, they said there was nothing they could do, because they didn't receive paperwork until the end of July (despite my confirmation of them receiving it earlier than that AND the fact that the HUD statement says June 8th, 2015).Desired Settlement: I would like a refund of $39.99 for both the month of June 2015 and July 2015 totaling $79.98.

Business

Response:

The customer's first contact to the company in reference to the move was June 5th, 2015 to inform the company the home would be selling, not that it had sold. The customer was informed that they must get in the proper documentation (HUD-1 Statement). This was after the funds had already been paid for June, so even if the documentation had come in when the customer alleges, there would be no refund due for June.

Review: I signed a 3 year contract with Safe Home Security. I always paid every year in advance. They said that if I haven't cancelled by April 14,2013 the contract auto renews for another year. This information was never disclosed to me when I signed. I full-filled my obligation for the last 3 years. Now, I had to buy out my contract to get rid of this company. When I was trying to cancel my contract, they are making me pay 90% of this next year. I do not recommend this company to anybody. It feels like that they are trying to do anything to keep me as a customer.

Product_Or_Service: Alarm Security

Desired Settlement: DesiredSettlementID: Refund

I just don't want to pay this additional year.

Business

Response:

Business Response /* (1000, 8, 2013/06/13) */

We are adhering to the terms of the contract between Safe Home Security and [redacted] Seeing as there is no issue to resolve, we are only left to provide the customer with the amount owed to close their account and fulfill their agreement. The amount due to fulfill the terms of the agreement is 10 months ($395.50) Safe Home Security is willing to accept $250.00 as a final offer to close this account and resolve this complaint.

Review: Equipment is not connected although I've been paying for 5 years. Had 2 break ins and service wasn't working. Failure to move equipment when I moved.

In Nov. 2012, I called security company to inform them I was moving and wanted to transfer service. I was informed my service contract had expired in Nov. 2012 and was instructed to write a letter of cancellation to company. I sent letter in Dec. I then received a letter from the company stating my contract expired Nov. 2013. I notified them I was moving and wanted to transfer service. I was told I would have to be under a new 3 year contract if I moved service and decided to keep the system at the old house while it was for sale. I moved in Dec. 2012 from service address [redacted] XXXXX). 1/16/13 Property was broken into and there was no call from security company to me or police. Spoke to [redacted] He could not explain why the company did not get signal from break in. He arranged with the manager [redacted] to give me new contract to move service for 1 year which I emailed the contract to him 2/1/13. No response from company on when the equipment would be moved. I left numerous voice mails for [redacted], no response. I emailed again 3/4/13 and 3/18/13, no response. 3/26/13 My husband got a call from the company asking if we had sent a cancellation notice and I called and spoke with [redacted]. When [redacted] tried to get me to move my equipment with a new 3 year contract, I explained I was dealing with [redacted] and had already sent him a new contract for 1 year service. [redacted] was rude and said, "[redacted] could take care of us then" and hung up. Still no response from [redacted]. 5/7/13 I get notified from my realtor the back door of the residence was open. No alarm was going off and no call from security company again. I called and spoke to [redacted]. He had me test the system and realized it hasn't been working this whole time. [redacted] said he would loo into what could be done for me. I called 5/13/13 and no response from [redacted]. I have had service with this company for about 5 years to find out it wasn't connected the whole time. That is close to $2000 I have paid to this company. The staff does not respond to my inquiries and each time I am told I am speaking with a manager.I believe this is a breach of contract as they have failed to provide the service I hired them to do which is to protect my home. Desired Settlement: I would like my money back from the 5 years of paying for their service at $32.99 a month. I would like to be able to cancel the contract we are currently on.

Business

Response:

Business Response /* (1000, 5, 2013/05/31) */

Upon review of the customer's complaint and the related circumstances, we have agreed to cancel the customer's account effective 6/1/2013. However, we consider her request for a full refund to be unjustified. First, both the customer and her husband admitted that they had neglected to test the system on a regular basis. Had they done so, the system's functionality could have been restored at a much earlier date. Second, the customer's account was legally assigned to Safe Home Security during the Spring of 2012 following the failure of their original security provider, Alarm Traders. Safe Home bears no responsibility for service issues prior to its acquisition of the account. Again, the customer's account will be terminated at the earliest possible opportunity.

Consumer Response /* (3000, 7, 2013/06/04) */

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

We were never instructed by the company (any of them) to "test the system", therefore, how would we know that the system was no longer working? It was working up until Firstline "upgraded" our system. They then sold the account to Alarm Traders who then sold it to Safe Home Security. All three companies never communicated that we needed to "check the system". I haven't lived in the home for 6 months, at the least the company could do is reimburse me for the amount of time it took waiting for the service to be transferred. In that time frame, my house had been broken into twice. The first time resulting in my repairing the broken window. Even at that point, the agent, [redacted] did not instruct me to "test the system". The house was then broken into a second time, which Larry finally asked me to test the system. Finally, when one company acquires another company, they take the responsibility of the previous company's. How then could Safe Home Security state they, "bear no responsibility for service issues prior to the acquisition of the account"? I am going to contact the public and let them know about this company's service practices via social media and news agencies. How many other families are out there thinking this company is protecting them when they fail to provide that one service they are hired for?

Business Response /* (4000, 9, 2013/06/05) */

I have spoken to the customer and we have agreed upon a refund totalling $197.94 to settle this matter, an amount equalling six months of service. Her account is now closed; a refund check for the amount above will be mailed immediately. She has provided a mailing address for this purpose.

Review: Company acquired the monitoring contract for our home in early 2012. In June 2012 the burglar alarm was damaged beyond repair due to a lightning strike. The company refused to provide technicans to repair the system and told us to find another company to repair and monitor the system. The system has been repaired by another company, but Safe Home Security continues to try to bill us for the monitoring of the system and has turned the monitoring over to collection despite repeated acknowledgments that they failed to repair the system and that they are no longer monitoring the account.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Safe Home Security needs to stop sending collection letters and rescind any negative reports that they may have filed with the various credit bureaus.

Business

Response:

Business Response /* (1000, 5, 2013/05/28) */

Safe Home Security has canceled this customer's account per their request. An email has also been sent to the customer to assist with clearing of any negative reporting on the customer's credit report.

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

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

Company should pay for cost of obtaining credit reports to clean up the false reports that they filed.

Review: In July, 2014, my mother (who is suffering from early stages of dementia), let a representative from Safe Home Security, Inc. into her home to sign her up for a home security. She already had a security system ([redacted]) that she has had for several years. She did not realize she was signing up for another Security System. My brother and I (her daughter) both called Safe Home Security to cancel the service, ESPECIALLY, since the representative filled out the check and my mother signed it. SHE DID NOT FILL OUT THE CHECK AS SHE DOESN'T REMEMBER HOW TO FILL OUT A CHECK. I stopped payment on the check in July and explained to the bank what had happened. In September she received her statement from the bank and I noticed a debit on her account for $93.99 from Safe Home. I called the bank and filed a fraud case. I also filed a police report. Today, October 20, 2014 she has received another bill for $227.95. I have contacted Safe Home Security in July, on 10-6, 10-8, 10-17, and again on 10-20-14. There is also another security company debiting from my mother's account called [redacted] Alarms, which I have never hear of but they debited my mother's account for $39.99. I have no idea how to stop this. I feel I have done everything possible. Please help.Desired Settlement: Cancel the monitoring and take off all charges.

Business

Response:

Good morning [redacted],

I’m replying back to the Revdex.com complaint case # [redacted].

After carefully reviewing this account we have decided to terminate the agreement between [redacted] & [redacted].

No refunds are due since all payments bounced. There is also no further obligations.

Should you have any questions please feel free to contact me.

Thank you.

Consumer

Response:

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

Sincerely,

Review: I am submitting on behalf of myelderly old mother in law, who was contacted by a sales person for Security One who told her that this company had taken over her home monitoring company and that she was required to sign a new contract. This was untrue as she still had a current contract with another company. We learned of this and contacted both companies. Both acknowledged this is a common scam by dishonest sales persons. Over the past 6 weeks we have repeated;y called and emailed Security One. Complaints are referred to Safe Home Security, who are also named on the contract. requesting that the contract be cancelled as it was obtained under fradulent means. We are told they are "working on it" and "referring it back to the local dealer" (who they cannot identify for us). We are promised that emails are being sent and that we will be copied on them, but I have received none. I have tried in good faith for over 6 weeks to resolve this issue and continue to see charges appear on my mother in law's credit card statement.Desired Settlement: Reversal of all charges thus far and confirmation of cancellation of the contract with Security One

Business

Response:

Per the dealer this account will be cancelled and we be in contact to remove the equipment.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I am happy that the account is to be closed, I still need reversal of the previous charges. The Security One team which installed the new equipment removed the old equipment. therefore, the old equipment will need to be located and returned if the new equipment is to be removed.

Sincerely,

Business

Response:

The dealer will review and if in fact they took old equipment, they will not remove the new one.