Safe Home Security, Inc.

Review: I have had several service issues with my alarm system, and each time I have called service would take over a month to have a technician come to resolve the issue. Most recently the battery in the unit was failing, it was over two weeeks to have someone come out, and I was given a window of 10-11 for him to come and repair. He never showed up, and when I called to ask for them to just mail me the item, the service guy was very rude and hung up on me. I finally recieved the item in the mail with a bill for the item and service charge. I have tried contacting them several times only to be sent to voicemail and have not recieved a call back or any information. Per their contract I tried to cancel, but they denied me (which they cannot do!) I also attempted to file a complaint with their [redacted] office however the Revdex.com there responded that this business is "out of business". I'm really scared that they not only had access to my account and have been taking money, but that they also are able to log into my system and "listen" into the house as well as see when we are home or not home. Given the fact that they have failed to contact us, and it takes sooo long to have anyone come and repair, I'm really scared that they are a scam and am worried for the safety of my family.Desired Settlement: Cancel services and remove equipment from my home, I do not feel comfortable with them having information or access to anything in my home.

Business

Response:

We serviced customer on 10-4-14 and replace battery free of charge and issued one month free. contact person is [redacted] at ###-###-####.

Review: We had a security alarm system at our home through Security One and monitored by Safe Home Security. On 11/6/2012 I received a call from the alarm monitoring station stating that our alarm was going off. I immediately went to the premises and found that all was secure and the system had tripped for some reason. The following day I called to set up service and was put on hold for an extended period of time and finally got a message to leave my number and a service rep would get back to me. I never received a call back and on 11/9 I call and spoke to Danny, who set up an appointment for Monday 11/12 at 10:30AM. Since 11/6 we had not been setting the alarm. No one showed for the set appointment or called to tell us why. This prompted my sending a letter to cancel our contract which was not over until April 2013. We had been a dedicated customer since 2010 but when we experienced such poor customer service and no response from the company and we explained our displeasure for our reason to cancel service. We keep receiving overdue invoices. When we try to call and speak with someone they say they can do nothing and if we don't pay the outstanding balance of $283.29 they will send us to collections.

Product_Or_Service: Home Security System

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Waive the amount due. We have not used the service since November 2012 and we explained our reason for cancellation prior to the end of the contract. The poor service and lack of follow-up demonstrated by Safe Home Security warrants any remaining balance on our account to be waived.

Business

Response:

Business Response /* (1000, 5, 2013/03/25) */

Contact Name and Title: [redacted], VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

The information we have on file is that a service was set for 11/13/2012, the technician had a family emergency and the customer would not allow us to reset. On 11/16 they sent a cancel letter and informed us they had gone with another company. They owe 4 months @ $32.99 or $131.96 to cancel if paid by April 15th 2013.

Review: But it is causing health issues!!!! They keep saying I owe, I have proof, bank statements. And they claim its resolved!!! But I keepi getting bills all of a sudden.Desired Settlement: I want to end this contract, I do not want to deal with this company anymore. I want this this to end with us oweing nothing.

Business

Response:

The customers payment was misapplied. It has since been rectified and there is no balance due until April 2016. The contract expires April 2017.

Review: Back in April of 2013, a salesman knocked on our door stating that he was from **, the company that made the alarm system that we have. He then stated that ** is now able to provide monitoring service for their devices at a greatly reduced monthly rate. Very little needed to be done to switch from our current monitoring company ([redacted]) to theirs. He even provided us instruction on how to terminate our service with [redacted]. He promised us the same services and a guaranteed price for 36 month. We told the salesman that we might be short-selling our home so a long term contract was not an option for us, He then told us that it was a month-to-month agreement that could either be moved to another residence, transferred to the new owners of our home or simply canceled. So we signed. All was fine until we sold our home and had called to discuss our options. We asked about moving our system to another home but were told that our system was hard-wired and not able to be moved. So we asked about getting a new system put in. The person on the phone didn't know how much that would cost or if it could be done. They told me to call back another day and speak to an installer. We thought that we were dealing with a nationwide, reputable alarm company. We found out that [redacted] had transferred our service to a company called Safe Home Security. We had no idea. When we contacted Safe Home to cancel we were treated rudely. So we wrote a letter of cancellation, included a check for our last month of service and wrote "final payment" on the check and sent it certified. They received the letter and check which they cashed. Now they are trying to hold us to the balance of the 36 months and billed us $757. We followed the directions on the contract in section 3 exactly, which clearly states 30 days written notice, which we gave. We have since found multiple reviews on-line about this company and there fraudulent tactics. They bully and intimidate consumers into paying for a service they are not responsible for payingDesired Settlement: We want a complaint to be available for other consumers to see so that they may avoid falling for this scam. We hope that their Revdex.com rating, if they have one, will reflect their poor business practices. And if possible, we'd like help resolving the issue. We just want them to close our account and have it reflect a zero balance.

Business

Response:

This customer signed a 36 month agreement as well as passed our post survey in which they agreed to the terms of the agreement, our technician/sales rep didn't tell customer they were month to month and customer understood that. The agreement does not expire till 4/25/2016. We spoke to the customer and informed them of the move policy and the move options. The new HO's of their previous home can take-over their agreement, they can cancel and pay the BOC, or we can install a simple 6 point wireless system in their home, but if they need to pay a move fee of $99 and if they don't have a landline, then their rate will likely increase due to having to be cellular. We are not bullying anyone into doing anything, we have company policy that we abide by and offer several options to them to make the transition easier.

Thanks,

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

We were never offered a moving option. We were told that our current system could not be moved because it was an older model that was hard wired. When we originally contacted the company we were looking for information about setting up an alarm system in the home we were moving to. Our contract does reference a 36 month timeline but it is referring to the monthly fee. It states that the monthly service fee will not increase for 36 months. The contract states that we or the company can cancel with 30 days written notice which we gave. We sent a certified written notice of cancellation and included our final payment, which was written clearly on the face of the check, and they cashed, therefore accepting the terms. We have consulted with an attorney who reviewed the contract and he has confirmed this to be true and correct. Our contract with Safe Home Security should have been closed as of May 3, 2014. We stand by our statement that their salesperson gave us false information. Unfortunately it is their word against ours, but we were in an active bankruptcy and were negotiating with our mortgage company about a loan modification or short sale. This is why we asked about the cancelation policy. We would not have committed to a contract for a system in a house that we would most likely not own shortly. We have read other reviews online that mirror our experience with this company. They are predatory and a record of their poor business practices needs to be documented for others to be for-warned.

Sincerely,

Review: I have had nothing but issues with this company. They installed a system in our home almost 2 years ago. It only worked for the first couple weeks. We had been paying the monthly bill for 6 months before we realized it wasn't working so we called them and stopped paying the bill. Well since then they continue to charge us for a product that doesn't even work. When they finally sent someone out the gentleman said it was 100% incorrect and that he would have to reinstall from scratch but didn't have time to do it that day. I told the company at we no longer wanted it because it was obvious they did not know what they were doing. When we were told it wasn't an option we told them to reinstall it then. We a year later we are still arguing with them. They have yet to send someone out, won't return our calls, won't refund us, etc. but yet we continue to get harrassed with collections calls almost every week. I'm so frustrated I could just cry. Their customer service, their product and their way to reconcile the issues have been horrible. I just want them to disappear. This has truly been a nightmare. I will NEVER recommend their service and I'm very surprised they are even still in business.Desired Settlement: I please want a total refund...for the amount we spent where the system wasn't even working and clearing out the continuing monthly charges they continue to bill is for. Which is a service we aren't even getting and haven't been getting for almost 2 years.

Business

Response:

We attempted to service this past month but the customer told teh tech it was too late in teh evening and he would reschedule. If the customer calls to schedule service before 1/15/16 we will wipe back balance and send tech. We are not cancelling or refunding as system worked.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Yes, it is true that 1 person was to come and look at the system. He was suppose to come earlier in the day. Then called at 6:00pm and said that he wouldn't be at the house until between 6:30 or 7:00pm which is way toolate in the evening, when we start getting our son ready for bed. We have called back MULITPLE TIMES to reschedule, and was told they would get back with us but NEVER does. We are tired of us and my parents being harassed by the collections department for a service that isn't working, it's insane. As for the bill...if the system is not functioning/not working at all then why on earth are we continuing to be charged for a service that they aren't and haven't provided for us for over a year now. All I ask is that they call back and actually reschedule a visit and not for later in the evening when folks are getting their children ready for bed and clear all previous bills and stop billing us for a service they aren't providing until it is properly fixed and in working condition. I really don't know goethite company is still in business.

Sincerely,

[redacted] - [redacted]

Review: This is a complaint like none other. I received an invoice in mid October 2015 from a company called Safe Home Security Inc. for a billing of of past dues with late fees and a billing for prepayment of 3 months of services from 11/15 -2/16. The bill totaling over $200.00 We lived in [redacted] for 32 years and we have a security alarm service with a reputable local company. We were totally baffled by this since we have never dealt with this company or even heard of it. The invoice offered no explanation. Just to make absolutely sure, I reviewed my security monitoring contract to see if there was any mention of this company. There was nothing that came close.

I drafted a letter asking them to explain the invoice and how did they got my address as an account. I asked for any documentation to show proof of our agreement of services and charge. A few days later, a male caller from the company called and stated that he was asked to talk about payment. He said that they try to collect from the auto payment account we set up for security but the bank would not release payment. I had asked in my letter what authorization do they have in collecting. The account was set up for a company called [redacted] that defaulted and I ordered a stop payment when I found out on the breach of contract. They did not contact me about anything when the company disappeared. For a few months, I was without service while the auto payment continued. That was 6 months ago. Since then, I went with a local company. This too was on the letter.

The representative listened and then advise me to write the events down to their Customer care department and then gave me an email address. That was the end of the conversation.

I thought my first letter to them had all the details provided so what was the purpose of writing to the web address.

I was wiling to make the contact and then a day later, I received another notice from the company. This time they start off by congratulating us in "enrolling" in their security service then they want us to pay the balance on the other invoice. If we don't do it in 3 working days, an additional $20 late fee would be added. The tone was undeniably threatening.

This is really getting to be ridiculous. I want an explanation and an investigation into this.Desired Settlement: I want to know if this business practice is legal. Where did this company get my auto account information ?

I am still shocked and confused by the whole incident. I want a detailed explanation on how this could happen.

I do not want anything to do with this company. I refuse to pay for something with no rhyme and reason. If there is any change on my credit report, I will be contacting an attorney.

Business

Response:

We have legally obtained this agreement from an acquisition from [redacted], we can switch our client back to us at no additional cost, or the Competitor can buyout the remainder of our agreement for just $604.89.I have spoken to our client and she requested I send another copy of our welcome letter, originally sent in late September 2015.I will send it again today.

Consumer

Response:

Review: [redacted]

I am rejecting this response and I have written my response in Words . I uploaded the files in the attachments : 1. Revdex.com Complaint Response 2. Scanned Complaint Documentation

Sincerely,

Review: IN DEC 2010 I WAS TRICK IN TO A CONTRACT WITH SAFE HOME SECURITY I'VE WAITED 5 YEARS TO GET OUT OF THIS CONTRACT .THEY CALLED ME IN MARCH ASK ME IF I WANTED TO RENEW MY SECVICE I SAID NO I BEEN WAITING TO GET OUT OF THIS CONTRACT. THEN THEY CALLED ME IN SEPT. THEY TOLD ME MY CONTRACK WAS UP IN MAY AND THEY RENEWED MY SERVICE FOR ANNOTHER YEAR I TOLD IF I HAD KNOWN MY CONTRACK WAS UP I WOULDN'T HAVE PAY THEM IN JUNE OR SEPT.NOW THEY WANT ME TO PAY THOUGH MAY OF 2016 I DON'T FEEL I SHOUD HAVE TO PAY THEM .I THINK THEY SHOULD PAY BACK THE LAST SIX MONTHS I PAID THEM I SHOULD NOT HAVE TO PA Y FROM DEC. TO MAYDesired Settlement: I DO NOT WANT TO PAY FOR ANY MORE OF THEIR SERVICE

Business

Response:

Safe Home Security has agreed to cancel this account.

Review: I've had Safe Home Security monitoring our home security system since 2007. They were very aggressive in getting us to sign on to their monitoring service and offered great deals for the hardware necessary to alarm the home. We were happy with their monitoring service. However, when we had a service call for a sensor the technician came and fixed the problem. He gave me a sheet of paper and told me that I needed to sign and date it and that it was showing that he had completed the service and confirming that I was the customer etc. I signed the form and on he went. Forward two years later and we request for our service to be cancelled for one reason and one reason only---because we were moving. We were told that would be fine so long as we weren't under contract. I told them we had signed one when we first ordered the service in 2007. I was then told that when I had called to fix the sensor in 2009, the document that I signed extended the contract for another 60 months/5 years. I was in shock!! I was duped into thinking I was signing that the job was complete but yet it was an extended contract. I was told by the company that the service rep was no longer at the company. They told me if I sent closing documents they would cancel the service, but not until then. The customer rep didn't know what document I needed just told me the document that I get when I sell the house. She said a Realtor once told her what it was! I spoke to her manager who clearly explained what I needed to do! After sending the document via email not once, but twice, I still haven't received any acknowledgement of receipt of my request. I've called customer service reps and was told the manager was out for an hour, then out to lunch, then away from her desk etc. and that I should file it again to a generic customer care email which I did. I was told it would take three days to process and then I'll receive paperwork in the mail. No one asked for a forwarding address or for a new number. And still they haven't cancelled it!Desired Settlement: All I'd like to resolve this is that they acknowledge the documentation they requested and cancel my service.

Business

Response:

The required paperwork has been received. The account has been canceled, with a zero blance. We apologize for any misunderstanding.

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: we have used this service for five years. No problems. We want to cancel the service since our contract was complete in May 2015. We have called, written a note asking them to cancel, called again and stopped payment at our bank. They continue sending us an invoice. We can not get them to drop us. We have followed all the required actions and high pressure tactics from them to continue their service. Please advise.Desired Settlement: Do not want any credit problems from them. Just stop the service.

Business

Response:

This account has been canceled

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 purchased my home and the previous home owner had a contract with Safe Home Security. It was supposed to be an "easy" transfer from old home owner ([redacted]) to the new home owner (me). As a courtesy to the previous homeowner, I was going to take over his obligation to the security company.

[redacted] - About a week before signing, I told him I was concerned if I signed a contract tranferring the service from the previous homeowner to me that I would not know how to use the system but he assured me an orientation would be scheduled after I signed the contract (have an email from him). For a week, [redacted] and I went back and forth on possible contracts (about 5 options)...but because I didn't feel comfortable with the shifting prices and options that were supposed to directly match the old homeowner ([redacted] talked in circles and I couldn't understand what I was getting)...I was slow to sign.

Around July 23, the previous homeowner asked me what was going on after we had been in our house a couple of weeks, so pressure began to rise to transfer obligation from him to me. We ended up on phone with [redacted]'s boss (name not known) ext [redacted] who promised me installation would be done quickly. I signed a contract. I did in good faith service would be provided quickly from what both sales people told me. This was July 24, but the previous homeowner and I had been trying to do this for about a month.

[redacted] called on Monday, July 27, and set me up with my first installation date (I think it was Wednesday, July 26. I took off work, and sat around from 9-1 with no one showing. When I called Safe Home Security, I ended up with [redacted] in resolutions (ext [redacted]). He had [redacted] call me to find out what happened, we set a second installation date. At this point I had been offered three months of free monitoring for my inconvenience.

I thought [redacted] and I set installation for Monday, Aug. 3, so I took off work and sat around all day waiting (9-1 window). When I called Safe Home Security to see if I was mistaken around 2pm, the girl who answered said the installation date was not showing up in her computer (at this point I was getting upset)...but she transferred me to [redacted], who set an installation date for the next day, Tuesday.

When no one showed again...I somehow ended up with [redacted]'s supervisor in resolutions and he said, "If you give me until Thursday, if you aren't satisfied...I will personally fill out the paperwork to end your contract Also, I will throw in two more months of free monitoring (5 total)."

Thursday came (missed work again) and the tech that FINALLY showed about 2pm (9-1 again) was not prepared to transfer service from the previous owner to me. How could they not know at this point what the previous owner had and what I needed? Even though I was frustrated beyond belief, [redacted] told me he would overnight the part to me, but I never heard from him again.

At the close of business on Friday, August 7...I called [redacted] and [redacted] voicemails to tell them that I could not afford to take off another day to wait for service...and even though I had been offered 5 months of free monitoring already...a year's monitoring could not replace how much I have lost due to missed work waiting on them. My faith in their company is gone. Let me out of the contract. I also told them that since it was their fault I was not wanting to continue the contract, they should also absolve the previous homeowner from his.

I emailed the email address that my contract came from [redacted] detailing some of my frustrations and that I wanted someone to email me a cancellation notice. No reply yet.

I gave them until Wednesday, Aug 12 to reply. When they didn't, I then began an extension blitz of all numbers I had up to this point. All were called and asked for SOMEONE/ANYONE to call me back and give me assistance with this matter...Ext. [redacted], and [redacted]. Also, it was at this point I realized the previous homeowner has more power over my security system with his cell phone than I have sitting in the house...THIS is unacceptable.

Someone finally called me after I contacted [redacted]'s voicemail...but said they would give my message to [redacted] and the supervisor and email me a cancellation notice. I was also told the previous homeowner's contract and mine are separate issues.

By the end of business on Thursday, August 13...no email or phone call today.Desired Settlement: These are in order of desire:

1. I want official written documentation obsolving me from future contract obligations.

2. The cell phone control of the previous owner should be discontinued starting July 24th so I can put an alarm company in charge of my property.

3. I believe the company should create a form that can streamline the process of transferring contract ownership from one home owner to the next during closing processes in cases of real estate sale (I have dealt with companies that do this regularly).

4. The company should slow down its service obligations in an area they obviously can't serve. (Hint: there are two houses for sale within eyeshot that have the same security yard signs in their yard as I have right now. I don't want the same thing happening to the next buyers/sellers.)

5. Because the previous homeowner tried to get me to pick up where he left off on his contract (said lots of good things about the company), it is bad business to continue to go after him when I was a suitable replacement that they could not service. Not only that, but it illuminates the ineptitude of the company to transfer service from one customer to another.

Business

Response:

we offered to cancel his acct out as long he was current and had no existing balance that was the offer and hope that he would accept thank you. any further questions please call sal at ext [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is acceptable to me. However, reasonable customer service would have avoided this complaint, specifically a letter/phone call acknowledging cancellation. Also, considering they showed up only once in four service dates, and the technician that FINALLY did show up could not provide me personally with service...as long as they don't try to access my payment accounts, I'm happy to be done with this company.

Sincerely,

Review: I, Hanna Baird, have had Safe Home Security as my home alarm system since 2009 in [redacted]. I am in the military; in July 2013 I received orders to go to [redacted] for six months. I chose to keep the home security alarm system in my home, because I did not know if I was going to be assigned back to [redacted]. While in [redacted] I had [redacted] home security installed in the house I rented. I was able to cancel my contract after six months without any penalties due to my military orders I received for [redacted]. Once I arrived in [redacted], I decided to keep the security system in [redacted] in place for my tenants. Recently my tenants informed me that they did not like that security system and requested that I discontinue the service. Therefore, I contacted Safe Home Security in attempt to cancel my existing service. They informed me that I could cancel, but would be forced to pay 90% of my contract through October 2016, because I renewed my contract with them for three more years. They further stated that the only way I could forego the existing contract was if I had orders to go overseas. I felt that my military orders to move to another duty station would suffice, which I provided to Safe Home Security via fax and e-mail for verification. I have never had to deal with an issue like this in my whole 16 years in the military. Safe Home Security knew I was in the military as early as their initial sales visit, but did not tell me that they do not adhere to the Service Members Civil Relief Act, unlike most businesses. I feel like I have been scammed into this contract, especially when they target military neighborhoods knowing that a good majority of us will have to leave within a couple of years. I would understand paying 90% of my contract if I just entered the security system contract, but I have had it for five years.Desired Settlement: I would like to cancel my contract with Safe Home Security without any penalties. Further, I hereby request a complete refund on the advance payments I made through the remainder of this year.

Business

Response:

There are a few facts that may or may not assist. The first is that if the customer has sold the property then she only owes to the date of sale if he is in a renewal contract. She would need to provide closing docs or a settlement statement as proof of sale. There was no billing at all in 2013 so it looks as though the customer recieved a year of free monitoring. If the home is still owned we would settle the account as follows, 90% to term is $761.82. However, due to the circumstances we would be willing to accept $269.94 if paid by 8/15/2014. We are not cancelling the obligation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

If Safe Home Security will conduct an audit check of my service from

2009 through present, it will see that I upgraded my service in the past in

order to have Glass Break Detectors installed. At that time, I wrote a

check for a year's worth of service and gave it to the installer. The

audit will also show that the check was cashed, but I still received monthly

billing statements showing me with payments due. I continuously called Safe

Home Security to resolve this matter over the course of approximately two

months. The billing eventually stopped and my account reflected the

credit, as it should have.

I respectfully request that if Safe Home Security was

willing to reduce the settlement from $761.82 to $269.94, that they consider a

complete dismissal of any further payment on my behalf. As previously

mentioned, an audit on my account through Safe Home Security's Billing

Department will clearly show that there was no free service in 2013, as I paid

through my existing contract.

I would attach a copy of my check that was cleared after Safe Home

Security cashed it; however, [redacted] can only pull up checking records from

2 January 2013 to present due to the [redacted] account merge.

I am confident, that Safe Home Security's Billing Department will find

that there was not a free billing cycle over the course of one year.

v/r

Review: On October 27, 2012 a representative from [redacted] out of [redacted] came to our door and offered security monitoring of our home for $24.99 per month with a written guarantee that our rate would never change - we were currently paying [redacted] 43.99 per month and were a customer of [redacted] for 12 years - We had our own security equipment in our home when it was built so no equipment was ever required to be installed in our home - We told the representative from [redacted] that we would be moving in the following year and he provided us with a Free One Time Move Certificate and said if we move we would be provided same service at the same price guaranteed - We agreed as he was a nice representative and we would be saving some money - We have certificates that were provided to us - The following year we moved to [redacted] and called [redacted] for our service and they replied that they did not service our area and if they did we would have to pay for equipment for about $1500. + our rate would be $49.00 per month - We even had a 3 way conference call with their representative [redacted] who verified what we said, and apologized to us for the problems we were having. We soon started to get billing from Safe Home Security in [redacted] which I was told that they purchased the contract form [redacted] - and we contacted them on numerous occasions disputing the billing, sending them the certificates for One Time Move and Billing Guarantee, speaking with VP of Customer Service Customer - We have spent hours trying for resolution - Our last conversation was, we could buy our way out of this security contract for $750+ - We just received a threatening letter from Safe Home Security that they will escalate status of our account if we do not pay -Desired Settlement: The resolution we request is to have them stop billing us and remove any derogatory's from our credit report - 1. We never received any equipment from them2. We paid them for 3 or 4 months after our move to [redacted] after our phone was disconnected - and later we found out that security service did not work with phone disconnected -

Business

Response:

We have spoken with [redacted] in depth and on numerous occassions. At the time of his move he was quoted costs on new equipment and opted not to have it installed. He has a 3 year agreement and he has 2 options. The first is he can pay for new equipment, sign a new 3 year agreement at the new home and we will forgive the back balance on the existing agreement. The second option is he can pay teh 90% buyout which is called for in his existing agreement. The cost is $815. Please let us know which option you would like to choose.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They originally told me that they do not service my area, [redacted], CA - and if they did they would change my guaranteed monthly rate to $49.00 a month, and in addition I would have to buy equipment for $1500 + - We agreed that there would be a $99.00 one time charge if they furnished equipment Their story changes every time I talk to them - I originally did business with [redacted] in [redacted] and I was guaranteed a 1 time move, no problem (I have a certificate they supplied) when I originally agreed to switch my existing service to [redacted], plus a guarantee that my monthly rate would never change (also a certificate in writing) - they have copies of these certificates - We were lied to by [redacted] who we originally did business with -

Sincerely,

Business

Response:

I think where the disconnect lies is that the customers believes we guarantee we will move systems. If we havce techs in the area we will do it assuming the customer still has access to the components etc.. There may be other costs involved (new equipment for example). We do not have high price points. As you may imagine at $30 or $40 per month we are not making much profit on an individual customer. In fact, it takes us 3 years to break even on an initial agreement and install. Unfortunately the move did not happen but this does not alleviate the customers responsibility to the original 90% buyout. If customers could cancel when they wanted to on a primary term most alarm companies would be out of business because it costs us money upfront. We have given teh customer 2 options, but not choosing to have service with us will not alleviate the original agreement, it will be enforced.

Review: I have multiple issues. First I was tricked into a 5 year contract which should have only been 3 years. Second Safe home security doesn't answer the phone. I called there [redacted] for current customers just for it to ring until it hangs up on me. What kind of customer service is that its more like there isn't any.Desired Settlement: I would like to end my contract with them if there not going to be able to answer the phone without having to pay a cancellation fee.

Business

Response:

Customer was contacted and put in touch with an executive to assist them with all of their issues.

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: My contract with this alarm company ends in June 2015. We've called numerous times to stop service. We were told to fax a letter of cancellation to them. We did. After a few days I called to see follow up on the cancellation, at that time I was told it would take a little more time. So a few days later I called again and again I was told maybe in a fews days. Today I called and was told to call back on Monday. Now I found that it is their practice to string consumers along with stall tactics like this to force them into keeping their inferior service. This evening my wife called and was rudely informed that "you signed a contract " and yelled and screamed at my wife. I've had this service for three years and it's time to end this business relationship.Desired Settlement: I wish to make the final payment for this months service, I need a technician from their company to come out and retrieve their alarm panel so I can get a new system installed.

Business

Response:

The company is attempting to find a resolution that sees the customer being able to remain with the company. If we cannot provide the ugrades the customer desires, we will release the customer from all contractual obligations.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:After careful consideration my wife and I would like to discontinue all business with this firm. I cannot overlook how my wife was treated and in my opinion to continue doing buisness would be accepting that behavior without any consequence. I'm aware that the practices of this company is known by management and it has allowed that behavior to go unchecked. So therefore the consequence is I will no longer give this company any of my business.

Sincerely,

Business

Response:

After speaking in depth with the customer, the company will close the account with no additional billing.

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: A Safe Home representative installed a camera/monitor/alarm combination in the spring of 2011. The system operated fine until March of 2015. Then, the cameras & monitor began a shut down and reset mode. The monitor went black and would try to reset, setting off a high pitched noise. Also, the alarm system contact6ed the local police ([redacted] Police Department) several times. We contacted Safe Home multiple times, we were told that a technician would be dispatched and the tech services on the phone agreed that the equipment should be replaced. We were under contract with them (renewed 6/9/2015) and a technician was never dispatched, nor was there any contact from them except for billing. Our contract was for security & monitoring but we were not receiving either service and stopped payment on the bill in protest! We were informed that the past due must be paid before a technician is sent but we feel that we should not have to pay for services that we are not receiving!Desired Settlement: We do not want the charge-current or past (charges as of 9-25-2015 for $476.73) on our credit report. We feel that this company should cease and desist from claiming this amount owed. We are moving on to another security/ monitor service.

Business

Response:

Safe Home Security did not install the camera equipment located at this account. The only system installed by Safe Home is security is the alarm system and it is working properly. A service call is set to try to assist this account with his/her camera equipment.

Review: ** contracted with me to install an alarm system on Nov 3, 2012. This installation was sub-contracted to a local firm which never installed the system to function properly. After repeated calls over the next few days, weeks and months, calling corporate/technical for resolution, I had multiple visits to my house to "correct" the deficiencies. Finally, around Feb/Mar 2013, I was promised by the corporate representative that I would receive a month's credit on my bill and he promised to get my issue resolved. This credit never happened, and a technician never visited my house following that phone call. I have since told SHS that I wished to cancel my contract because they failed to properly install it as noted on their paperwork "The system will be on line with the central monitoring stations and COMPLETELY FUNCTIONAL within 72 hours." After months and months of giving them the opportunity to fix it, they didn't, so they voided the initial contract. I have since sold the house, they continued to charge me for a month following the sale of my house and my cancellation notice and they continue to request over $*00 for service they never began to provide. They really owe me back payments of over $350 for service I never received but paid. They refuse to acknowledge the facts surrounding fixing the issue, and now claim they can't fix it because I sold my house (NOTE: they had 7+ months and never fixed it). Had they fixed it to begin with, I would have had them transfer service to my new house. But now, due to their repeated failures in correcting their own deficiency, they voided the existing contract.

Product_Or_Service: House Alarm Security SystemDesired Settlement: DesiredSettlementID: Refund

A refund of $155.*6 (by check, not bank deposit) is due and contract terminated mutually by both parties.I have had repeated "false" alarms due to the system not being installed correctly. Therefore, I have calculated $155.*6 = $38.** times 4 months (1 month credit promised but never received, 1 month charged improperly after the system was disabled upon house sale in July, 2 months for aggravation associated with repeated phone calls and visits by technicians that never resolved the issue.)

Business

Response:

The customer has been sent a refund for 4 months as requested. Since he has moved he is obligated to pay a *0% buyout like any other client. If he wants to sign up at the new house, he can pay for new equipment and sign a new agreement there to honor the months remaining and we will cancel the old one.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

as stated in my original complaint, I never received the service promised from the first day of installation. I didn't request a full refund, because I did receive some limited service. However, I still request that this contract be considered closed/terminated by the company.

DesiredSettlementID as first requested:

1)A refund of $155.*6 -DONE - the company did provide this on */18/13.

2) contract terminated mutually by both parties. - STILL not agreed to by the company.

The existing contract, which THE COMPANY never fulfilled - that is providing full functionality starting 72 hours from installation - should be considered voided by the company, with written agreement from the company, because I never received a fully functional system. It repeatedly went off sporadically thorughout the life of me owning the system/house.

Sincerely,

Business

Response:

Please see original response. We have offered options.

Business

Response:

There is no change in our positition. The customer was given the exact refund he asked for in his correspondence. Since he has moved and sold his property the contract is specific concerning a *0% buyout. If the customer would like to purchase equipment for his new home we could install it at his cost and he can honor the remaining months that way. There are no other options available and we are not cancelling the contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: When I signed up with safe home security in 10/08. I signed for a 3 yr contract, after that it was just a monthly thing I never signed for a new contract. Last year I had a problem with my system and called them out to fix it , I was not home but they said someone over 21 would need to be in the home. So my youngest daughter was of age and she was in the home at the time of their visit. So when they came and serviced the system they told my daughter to sign for service rendered. I had another problem with the system and was told to pay for the next month even though the due date was not due yet I still had 2 weeks before due date. I told them no they need to come out and fix the system they refused so I wrote a letter to cancel my service and sent it in certified. No one came out to repair and I was told, I now have a 5 year contract with them which I never signed or authorized. I have not been able to use my system because it is not working. I have made multiple calls and no resolve they keep sending me bill after bill each month. They told me that they have a signed contract I asked them to send me a copy of the contract and still haven't seen anything. My daughter was told she needed to sign so prove that they were here and fixed the problem. When I explained this they told me I needed to call the police and press charges against my daughter. I don't think so what they did was fraudulent. I never agreed to a new contract since I had been with them for 5 years already. I didn't see the need for a new contract.Desired Settlement: I would like this situation resolved. I want this cancel and all charges removed so that I can be done with company. I would never refer this company to anyone because they aren't honest. They do fraudulent work and now I do not feel secure in my home

Business

Response:

This account will be closed according to our corporate executive.

Customer Service Manager

Review: We sold our house and I called Safe Home Security to inform them of the sale and to cancel our contract per their policy. I called the main line at the beginning of March 2014 to inform them of our move and cancellation at the end of March 2014. A customer service representative told me to fax a letter of cancellation and that would terminate my contract. I did just that. Today, May 27, 2014, I received a bill from Safe Home Security at my new residence. When I called to inquire about the bill I was transferred to the cancellation department. The cancellation department representative said that my account was still active despite the fact that we have moved and the phone line has been disconnected for 2 months. He accused me of never sending a fax and told me that my contract automatically renewed and I would be responsible for payment through December 14, 2014. Naturally, I argued my point and told him that I did what I was told and informed him of their policy to terminate if there is a move in residence. The agent continued to argue and told me that I never sent the fax and that I need to send a closing document proving that I sold my house. I asked to speak with a supervisor and he refused to put a supervisor on the phone. Now, I am further inconvenienced because I was given false information in March and basically accused of lying today. Additionally, I paid for services in March, April and May. I moved at the end of March and paid for 2 months of services that were not rendered and was never offered reimbursement. I will send the documents again and expect the policy to be terminated with no further charges.Desired Settlement: I would like the contract terminated immediately and no further contact with Safe Home Security Inc.

Business

Response:

I personally confirmed with Mr. [redacted] on 5/28/14 that we received his fax. His account was submitted at that time to be closed, which was also explained to Mr. [redacted]. The customer currently has no future obligation to Safe Home Security as his account has been closed.

Review: Safe Home Security will falsify contracts! To keep your money!

Safe Home Security will do anything to keep your money. After calling consecutively to cancel my service the managers said that they would send a service tech to fix my problems instead. I told them I just wanted to cancel the service and I was not interested in doing business with them any more.

My contract was expired when the service tech came in he asked an employee to sign that he indeed came to the service call. They are calling this a signed agreement contract that was not signed by me or any one of authority.

When I called to speak to the same manager asking him to suspend my servie he told me absolutely not because he has a signed agreement!!! When I told him I never signed anything he hung up on me.....

Desired Settlement: I would like to cancel my non- existing contract that I never signed. I would like to be refunded monthly charges for the months the device wasn't working.

Business

Response:

Business Response /* (1000, 5, 2013/08/12) */

Safe Home Security has agreed to cancel the account based on the fact that an employee approved the agreement without the owner's knowledge. It is however, the owner's responsibility to maintain the operation of the alarm system. A refund of any amount is not due.

Review: In March 2010, I purchased a home in Stockton, California & took over the previous owners' contract w/ their alarm company. I have since known that company by 3 different names: Firstline, Alarm Services & most recently Safe Home Security. They have debited my account monthly for their service ($44.99/ mo.) for a total of 40 months. Issue 1: In 2012, I placed a service call & expressed a problem w/ a battery I'd been unable to replace on my own. I was treated condescendingly on the phone b/c I wasn't able to remove the back of the device on my own. Since that time, I haven't been able to set the motion sensor device on my alarm panel, a service I have been paying for. I was told no one was in the area who could assist me. Because I do not live full-time in my house, I stressed the importance of a timely response to my call. No one ever responded. I recently began the process of setting up new service w/ a local company (ADT), & the serviceman who came to my house was, like me, unable to remove the back panel in order to assist me in replacing the battery. Issue 2: I called on June 24 to 1.866.477.7738 to request cancellation of my current service, & I spoke w/ [redacted]. She told me I would not be able to discontinue service w/ Safe Home, since I had a new 3-year contract w/ them which began in March 2013 when I failed to put in writing my desire to not renew my contract. I was not aware of any such requirement, as I have never received anything in the mail from this company. She then said I should email her w/ my request & she would follow up w/ her supervisor. I did so that same day. (I phoned Safe Home the week prior as well, at which time I was told I had a 2-year contract w/ them, but w/ 60-days notice, I would be able to break the supposed contract.)Issue 3: After multiple phone calls to [redacted] (messages left, promises to call me back w/ a definitive answer), I called on July 5 & insisted on a resolution. Ms. [redacted] phoned me back that morning & w/out

Product_Or_Service: Safe Home Security

Desired Settlement: DesiredSettlementID: Refund

1) In writing, a clear statement of the last day of my service w/ Safe Home Security this month; 2) Also in writing, a clear statement that I have no further contractual or payment obligation w/ this company (Per my bank's recommendation, I have canceled my current debit card, so that Safe Home can no longer debit my checking account;3) Refund for the motion sensor feature I have been paying for but which I have not been able to set for months due to an expired battery which I was not able

Business

Response:

Business Response /* (1000, 8, 2013/08/01) */

Safe Home Security has agreed to cancel Ms. [redacted]'s account. However, a refund for a motion sensor is not due.