Safe Home Security, Inc.

Review: I contacted the company via telephone about cancelling services due to relocation. I was told that I would owe for 90% of the remaining months on my contract. I then asked about transferring services to the family that purchased my home. I was told that the 90% would still apply.

Product_Or_Service: Monitoring and Installation of Security System

Account_Number: 1RAINTXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to either be allowed to cancel services with a zero balance ($0), or be allowed to transfer my service to the family that purchased my home. I should not be subject to owing 90% if the new homeowner meets credit requirements.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Contact Name and Title: [redacted] Customer Servic

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@safehomesecurityinc.com

CALLED CLIENT HE IS SCHEDULED FOR SERVICE ON 07/26/13 TO HAVE HIS SYSTEM INSTALLED. HE IS HAPPY AND CONTENT.

Review: Upgraded my phone service to a u-verse line and my alarm system has not worked since thenI called safe home security (January)too check on my system and they informed me that I needed a cellular backup unit installed in order for the system to work properly and that it would cost $to come and install although previously they had told me all parts and labor are included with my serviceI then asked to cancel my service because for $I can get a whole new system elsewhereUpon checking my bank acct I noticed they were still pulling payment from it, I called them back at which time they informed me I needed to cancel in writing (never said before)! And then they informed me I can't cancel because I renewed a yrcontract and would have to pay off contractDon't understand why I need to pay in order for system to work, and when they knowingly are aware my system does not work they are charging me the monthly feethis company deceives it's customers, I asked for copy of signed contract, never was it explained to me It was to add yrs, I was told they were lowering my monthly pmt and including the parts and labor clauseDon't feel the company is keeping up with service and would like to cancel without penalty.Desired Settlement: Cancel service without paying contract
Business
Response:
We contacted the dealer, to inquire as to what had transpiredHe stated the customer called days after the system was installed, which was past the daysThe customer was not forced to sign and the dealer has the recorded call verifying the customer was fully aware of everything[redacted] matched our rate and thats when the customer decided she was "forced" to sighn and wanted to cancelThe dealer called the customer to advised her the days was outside the days window to cancel, and the recorded call verifies she was well aware of what had traspired and she hung up on himThe recorded call and contract can be forwarded to the Revdex.com for review, if necessary
Consumer
Response:
I have previously submitted a complaint with Revdex.com on 4/10/Was contacted by Safe home Security agreed to resolve and have yet to completely resolve the issueAn email was never replied to, a new contract/paperwork has not been received and upon calling and leaving messages no return call has been receivedI believe Revdex.com states matters should be resolved within days time frame and that has not happenedAt this point I do not think there is a positive resolution to this issueThe company has failed time and time again to fix the equipment, credit proper billing issues, stand by their warranty contract or any customer service priority at all!!

I'M WRITING TO LET YOU KNOW THAT YOU CAN WRITE A LETTER TO THE COMPANY THAT WILL LET YOU GET OUT OF YOUR CONTRACT. THIS LETTER TO NOTIFY YOU THAT THE ABOVE ACCOUNT IS BEING CANCELED.THUS I'M NO LONGER IN NEED OF THE SECURITY SYSTEM AND PER THE CONTRACT I AM CONTACTING YOU IN WRITING WITHIN THREE MONTHS BEFORE THE EXPIRATION DATE TO CANCEL.I WILL CONSIDER THE CANCELLATION ACCEPTED IF I RECEIVE NO RESPONSE BY THE END OF 30 DAYS.SEND IT CERTIFIED AND SEND IT TO OMAR S[redacted] SENIOR ACCOUNT SECURITY SYSTEMS INC.DBA SAFEGUARD AMERICA 55SEBETHE DRIVE SUITE 201 CROMWELL,CONNECTICUT 06416

Review: I bought outright an alarm system from company ,I DID NOT LEASE ECT. This was seven years ago,I paid and own systm, Safe Home monitors the house, Ihave paid them for seven years,Itryed to cancel the agreement which Ihave never seen over the phone they said they would not cancel without a written notice even thought I had all the codes cust. ID ect. I was told send letter which I did with the final bill, called later and was told everything was all set, two months later got another bill, when I called this time I was told never got the letter. This is not true . now they said I owe one hundred and seventy dollars, still would not cancel monitoring, Told send another letter to cancel did so made them email and call me this time, now it isfour days later and now they say I owe two hundred and forty dollars, Also I had a dedicated phone line for alarm system which I canceled months ago when I first talked to them.no way alarm company could monitor house.They say I must pay up till end of june 2014. safe home security cromwell ct, beware, bad people, this is a huge scame.Desired Settlement: I paid the bill in full. they want more money because it is easy to do this to people it is the principal of the hole thing and being cheatedI want this last bill disgarded Why would I cancel phone and not cancel monitoring.

Business

Response:

The customer is under contract until September 2014. Cancelling phone service does not cancel the contract. The offer given to the customer to close is actually 3 months less than what is owed to terms. Cancel letter has been received. Please make final payment and we will close the account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] I have asked them to send me the contract which they say I signed seven years ago I want to see it . how is a contract good for seven years. They have sent me nothing. I sent them a cancel letter three or for months ago they say they never got first letter they may have misplaced or lost , I then sent this second letter I have sent two letters, I followed up on phone first time and was told all set this is the main issue, sincs they record these conversatins it should be recorded with one of there operators, And why wont they sent me the contract I signed,In four days time they went from 170.00 dollars to240.00 dollars how is thi possable,They are very rude and harrasing people , I have never fought and issue like this before , I just feel they do this to many people go on the net a lot of same complantes,It is awfull when you are telling truth and company is lieing. My credit is perfect, I have worked for NORTHEAST UTIL, for 28 years, Thank you for your effort ,Iam sure I will not win but it is principle of this matter.[redacted]

Business

Response:

Contract is attached. It calls for annual renewals. Cancel letter received March 6, 2014, customer under renewal through September.

Review: They were charging directly to our credit card for a couple years and would not discontinue services when the contract was up. We cancelled the credit card to get them to address the issue. They talked to us, cut our bill in half and we decided to continue but with direct billing rather than auto payments. Now our credit report is totally screwed up, as they were billing us quarterly, but remarking on our credit report that we were continually 60 to 90 days in the rears. We sent checks quarterly as they asked.Desired Settlement: I want my credit report fixed. Services cancelled and no more games.

Business

Response:

The account has been canceled. If Mr. [redacted] has any concerns with his credit report, he may log on to annualcreditreport.com and issue a dispute. Once Safe Home Security receives the dispute we will make every attempt to repair any negative reporting.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I found that my tenants are not using the alarm systems in my homes and decided to cancel service for both of them. Safe Home Security handled one of them. The reason this even came up is that the original company who monitored both of my homes in [redacted] sold my accounts to two different monitoring companies. Unfortunately, one was Safe Home Security. I accidentally paid the other monitoring company several months early because they both charged almost identical rates. Note that I didn't ask for my account to be sold this this "organization" but went with it.

Because my account was late I was threatened with collection. This was right after dealing with two of their customer service people.

I contacted the individual listed on the letter I received and was told that to cancel my contact I had to pay the entire year. Seriously? The contact was until October and it's February. What with that? Eight months that I'm paying these people for doing absolutely nothing? Why? Just because they can?

I've paid it for now because I value my credit, but I consider this to be the most unethical organization I've dealt with in a long time and I'd caution monitoring companies and individuals to think twice before doing business with SHS.Desired Settlement: I'd like a refund of the months that these guys are charging me for while doing ABSOLUTELY NOTHING.

Business

Response:

After reviewing this account the representative should have taken $94.13 for 3 months monitoring and late and finance charges to close this account. Because the client pays annually I believe the representative became confused and made an error in collecting 12 months. Please contact Karen C[redacted] at ###-###-#### and she will issue a refund to your credit card for $169.87 to rectify the error.

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 as long as the credit does ultimately show up on my credit card, which it had not yet done as of this morning.

Sincerely,

Review: When Safe Home Security came to my home, the two technicians falsely claimed their company had recently bought out another security company, [redacted], and they were at our home to update our system. I explained I still had two months left on my old contract. The technicians told me Safe Home Security will pay for the remaining balance on my [redacted] contract. When I did not receive the money, I was informed I had to have [redacted] send me a copy of my contract with them to prove I actually had a security system. Even though I explained to the company I attempted to get a copy of the contract I was unsuccessful and could show them my check stubs to prove I had paid [redacted]. This was the first sign of a problem. On August 12, I contacted Safe Home Security and told them I was getting a new back patio door installed. A man by the name of [redacted] told me he would put in for a service call to reinstall by alarm. I received no call back from any technician to fix my security alarm. After numerous calls, I have gotten nowhere. I told them I was very desatisfied with my services as not only was I paying for a security system that was not working, I had yet to be reimbursed for my $92 I had to pay to stop services with [redacted] informed me they were not bought out by Safe Home Security and that I had been lied to. Needless to say, [redacted] was not happy I had left their company. I did contact the Attorney General's office as well and filed a formal complaint.Desired Settlement: Not only do I want the $92 I had to pay [redacted] to balance out my account which Safe Home Security said they would do, I also want compensated for the days my alarm system has been off. I also want out of my contract as I would rather do business with an ethical company.

Business

Response:

Hello Carolyn,

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

I reviewed the complaint and tried getting in contact with the customer. I left her a message stating that I need to speak with her in regards to the service issue and the buyout. I want to set service for her at no charge and do the buyout but I must have date and time and I also need the buyout letter from previous company. Once I speak with the customer and get everything straighten out I will update Revdex.com.

Thank you.

Dealer Support & Payroll Manager

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,

Extremely terrible company to deal with. Their practice is tantamount to fraud. It is unfortunate such a business practice is allowed in this wonderful nation. This business is run by crooks and no one should be subjected to what they do.

Review: I had the Safe Home Security system installed in my home in Sept of 2013. In the summer 2015 our house was struck by a lighting strike knocking out many electronic devices in our home including the Safe Home Security system. I called their support team and they told me the system was working properly, but of course it wasn't since the keypad was fried along with the cellular device. This made me think that it never worked since being installed, since there were a couple times by mistake I set off the alarm system, but there was never a call from Safe Home Security checking to see if there was a problem. They said they would have someone call me back, but hours went by and no one called me. I called them again the next morning not happy with their monitoring service and question whether it truly worked. The reason for a home security is the reassurance our home is secure and safe from possible intruders and I do not feel we received this from Safe Home Security. I let them know I would like to cancel my contract, since their monitoring service never worked. They told me I signed a contract and does not expire until 9/24/2018. As I stated to them the contract should be canceled, since I never received monitoring systems from them that worked and to me is a breach of contract. I have wrote them a letter and again same response. In the meantime I had an [redacted] installed and the [redacted] installer told me how Safe Home Security installed the system was incorrect without a surge protector and this was why they system was fried.Desired Settlement: I would like to cancel my contract with with Safe Home Security without having to pay the 90% early cancellation fee.

Business

Response:

This account entered into a five year agreement on September 24, 2013. The security system is the homeowner's equipment and the homeowner's responsibility. This agreement is scheduled to expire on September 24, 2018.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The key pad & cellular equipment was installed incorrectly by Safe Home Security and never worked with monitoring my home, so not sure why they say it is my equipment & responsibility? The main issue and why I do not feel I should no longer pay on this contract is because their security monitoring system did NOT work, so I paid for a service I never received and is a breach of contract on their part. I am only requesting they let me out of my contract early, since their monitoring system never worked. I'm not asking for repayment of the last 2 years+ I paid for a service that I never received, but if they do not want to release me from this contract than my next step is possibly legal action.

Sincerely,

Business

Response:

The home was struck by lightning. You're suggesting Safe Home Security is responsible for the lightning strike. Please refer to my original response.

Review: I bought this security system and had it installed. When the initial installer was here I was told there was no auto renew. Over 2 years later I wanted to change the system and was told I was locked into a auto renew. I contacted the customer service and was told I had to send a letter and I wouldn't be able to change it for another couple of years. Well I did that, I recently tried again. When I talked to customer service I was told they never received that letter and now I'm still trapped paying for a service I wanted to get out of over 4 years ago. This home security system is a scam and I would not recommend anyone using this business.Desired Settlement: Get out of paying for a contract I tried to end 4 years ago!

Business

Response:

Safe Home Security has agreed to cancel [redacted] account without penalty.

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: approx 2012 I had a security system installed by safehome seurityinc. My wife was an invalid and has since passed away last may 2014. realizing I wasnt using the system any longer I called home security to cancel my service.They said I had a 2 year contract with an automatic 12 month extention if I did not cancel in writing 2 months prior to the end of the original 2 years. I dont have a copy of the contract but I cant imagine signing something like that, but regardless this seems, to me, to be a shady way of doing business if you have to deceive your customers in order to stay profitable, what does that say about this company!Desired Settlement: all I ask is to stop my service . and stop billing me!

Business

Response:

THE ACCOUNT HAS BEEN CANCELED, PER THE CUSTOMERS REQUEST. THE ELECTRONIC BANK PAYMENTS HAVE BEEN REMOVED, ALSO

Review: October 13,2015- spoke to Derrick H[redacted] about modifying my alarm. Turning my alarm system from land line to cell phone services. Asked him if by me paying more they will upgrade modem and sensor to speak, he responded promptly and said this will be done with no equipment cost that the cost were an increase in the monthly bill which would be 15.00 more. I agreed and set up an appointment. The company called me back and fourth and never ounce scheduled the correct appointment . Finally II got an appointment on November,6,2015 at 5:00pm scheduled by another person in the office Richard, I also asked to dismiss the payment until the alarm would be back and running they did. Then another person name MARIA contacted me telling the technician had quit and they needed to re schedule my appointment to November,19,2015 at 9:00. They installed and said to reconnect I had to contact services again for they can creat a password to upload an app called TC and have my alarm working threw here. When calling no one fixed my issues I was left with no answered and still alarm wasn't working properly. When speaking to another sales associate he explained that Derrick H[redacted] did not have the technician put the right equipment and it wasn't working because I had gotten wrong equipment installed he said you need to contact him and have him fix this issue ounce again. I had phoned him every week since have records of phone registry to prove this was done. And will attach a copy of evidence to back this up. I finally got I touch with him last week on November 25,2015 and he instead of helping me resolve my alarm issues, he was very rude and did not fix anything he said he didn't know what I and his supervisors were speaking about the alarm had nothing wrong. My alarm is still not functioning because I do not have the app or I'd set up and modem is still wrong. He said he would return my call and not ounce has he this is my first week into December 2015 and still nothing has been done. I have left message.Desired Settlement: I want a breach of contract and want my services cancelled.have contacted numerous of times regarding my alarm system it's not working he committed to install new modems and alarm that speaks out front door back door none of this has been done I have been contacting back and fourth with no success it's been two months.have recorded each call and conversation that I have left In voice mails. I want a breach of contract because the alarm system has not commuted to there end of the contract.

Business

Response:

The customer has an appointment scheduled for December 11th to rectify this issue. We have issued the customer 2 months of free service for the inconvenience.

Consumer

Response:

Im still waiting on them to actually go to fix the issue on December the 11,2015 they did not contact me to aware me of this appointment I contacted them today December 4,2015asked them ounce again what was my status on complains Richard attended me and said the appointment is set for such date. December11,2015 from 1:00pm to 5:00pm and waiting to be acredit the money to my account for 2 months to complaint ID [redacted], and if anything goes wrong I will continue to this complaint.

Sincerely,

[redacted]###-###-####

Review: I signed a contract with [redacted] to provide security/alarm services to my home for 5 years beginning in May of 2012 and continuing until May of 2017. I was informed recently that Safe Home Security will now provide those services. I was not given the opportunity to agree with this change or not. In Jan. 2014 I was billed twice. Since it is auto pay my checking account was charged. When I notice the bills I contacted Save Home Security and have been contacting them many, many, many times (some times two and three times a day). They did not return my phone calls or would send me to another dept. and I left many voice messages to resolve this matter but no one would help me. Since I have not received the service I thought I should I want to cancel my service but have been told that they will not cancel and I have to pay through May 2017. I did not authorize this company to provide my security services and with their track record in trying to resolve the double payment problem and lack of Customer service I do not trust this company to do an adequate job with providing security service. I want out of the contract that I did not sign with them and do not want to be charged any more charges.Desired Settlement: To get out of my contract that I signed with [redacted] and not be charged any more by Safe Home Security.

Business

Response:

This account was legally purchased and assumable (It is legal binding and we are not cancelling it). It appears from reviewing the account your electronic debit with us seems to be in order. You called us about this and have been given a 1 month credit on your account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It took almost 4 months to get my account credited with the one month payment due to taking too much money from my checking account. I called over 50 times, talked to 7 people, left many voice messages and got cut off multiple times. Some days I called two and three times to try to speak to a human being. All the voice mail greetings said they would call me back and I did not get one person to call me back to resolve this issue. I had people tell me they would walk down to a supervisors office and tell them I was on the phone and then I got the supervisors voice mail who also had a message that said she would call me back but no call back ever came. I was told by one person I needed to send a copy of my bank statement proving I had been doubled billed in Jan. I did that and still no response by the company. For a security company that has "safe" in its company's name you would think they would want their customers to feel secure and safe. Due to the lack of response to all my phone calls and lack of interest in resolving my double billed issue I do not feel secure in the fact that this company will handle any of my alarm notices in an appropriate manner. This makes me feel very unsafe using this company as the monitoring company for my alarm/security system. (It is not the company that I had signed the 5 year agreement with but I am forced to used them because of some buy out that I had no input into.) I would hope that this company would have the integrity, character, and caring attitude towards its customers that they would want the customers to feel secure and safe when using their services and when the customer, due to the company's behavior/actions, does not feel secure and safe would allow them to cancel their account rather than bully them into being held hostage by a contract that the customer did not sign with them. (Long sentence but hopefully someone there can understand it.) I was told by one man that the company is in the business of making money and not in the business of customer service/relations. He pointed out several times that customer service/relations is not in the contract so is not necessary to provide. I accept the part of the company's response that states one month of payment has been credited to my account but do not accept the rejection of canceling my account with the company. I am still requesting that the company accept my request to cancel my account with them. I will see what kind of character/integrity the company and the people who make these types of decision have from the response I receive about allowing me to cancel my account with them. I will know if their employee was correct that making money is much more important than customer satisfaction/service/relations. I remain very open to talking to any person in the company that has a true interest in resolving this issue and has the power to make decisions. Thank you.

Sincerely,

Boyce Baldwin

Business

Response:

We are not canceling the account. I'm sorry you don't like how you perceive we operate but there is no justifiable reason to cancel your alarm monitoring which is clearly not an issue in this case. Please see previous response.

Review: I signed a 3 year Contract, when the contract ended it automatically enrolled me into an additional 1 year agreement. I called prior to this and told them I wish to cancel the contract after my 3 years but they told me they never noted it down and that I had to fax in all request now. I am locked in again for another year or a $411 penalty. I never wanted to renew this contract and told them so when I called in March of 2014 well before my May end date.Desired Settlement: cancellation of my contract without any penalty fee.

Business

Response:

We cannot lace this individual with the name, address or phone number provided. Is there an account number we could reference ?

Review: I attempted previously to discontinue service with Safe Home Security Inc. after my contract was due to expire but they stated I would have to submit the cancellation in writing because they did not have it on file. I continued to get billed and Customer Service representative Jeremy S[redacted] said I would be responsible for the rest of the year because I was automatically enrolled for another year. The pressured me into continue paying by threatening to report me to the credit bureau's if I did not pay. My alarm system stopped working properly a few months later but when I called to try to get it fixed Jeremy S[redacted] stated it wasn't covered under the warranty I was paying for and I would have to pay for it out of pocket for a new system. I then informed them to cancel my contract and submitted a letter to discontinue service. Jeremy S[redacted] again pressured me into paying under the threat of being reported to the credit bureau's. I agreed to pay $330.00 on December 1, 2014 and signed a new contract for 60 months with the promise of a new alarm system being installed free of charge. Since then I have yet to receive a new alarm system and keep being billed for the alarm system that does not work. I attempted several times to call Jeremy S[redacted] to get this resolved but never received a call back. I have recently found that Safe Home Security Inc. has reported my wife to at least one credit bureau for failing to pay. This is unacceptable and not accurate since we are not receiving services.Desired Settlement: My desired resolution from Safe Home Security Inc. would be for them to cancel my contract with no further money due to them from me and to show my current balance as $0.00. Also for them to contact the credit agency to rescind their comments and restore my credit.

Business

Response:

The customer's alarm is remitting test signals every week and has continued to. Although I show a low battery the system is functining. Second, the customer enrolled in our 2nd chance program in 2014, we waived over $300 in back balances in exchange for a start over in which they agreed to a new 5 year contract. It is attached. We will be happy to send out a technician once the customer brings the account current by paying teh past due balances.

Review: I sold my home in [redacted] over a year ago and it was confirmed that my system was deactivated and my account paid and closed. I've been charged for the service every month since then and have just caught it on my bank statements. I called upon realizing and was told that they don't have a letter on file saying that I want to cancel. I was never told I needed a letter to close my account, but instead was told that everything was taken care of and I would no longer be charged since I no longer owned or lived at the residence.Desired Settlement: Reimbursement for every month that the service should have been cancelled.

Business

Response:

Our records indicate this customer making a call to our office on November 6, 2015. The customer called to ask for Safe Home Security's mailing address to mail a letter of cancellation. To this day there is not a letter requesting cancellation on file. Once the cancellation letter is received, the account will be closed.

Review: Your service called my elderlyFather offering an alarm deal, when I realized the next day what he had done ICalled to cancel. This went on for over a year, I supplied everything they asked for, proof of service from [redacted] and bank statements to prove we had [redacted] all along and was promised a refund of our money. We finally had to stop automatic payments from coming out of his acct. that are still sending a paper billing and we are not serviced by them . They just called me on 8/4/14 and tried to tell me we are in contract with them until sometime in 2015. This company is totally fraudulent as when I had [redacted] come out a see why the system wouldn't work, they said all they could find was a disconnected wire. [redacted] and safe home security, stay away from them. Still wont refund his money and still trying to collect. What kind of business preys on the elderly?Desired Settlement: $29.99 for over a year and removal of any debt owed and $99.00 installation fee.

Business

Response:

The customer signed a 3 year contract in June 2012 and paid without hesitation through September 2013. We have no record of him calling us about a pervious alarm company. If teh customer can provide a signed [redacted] contract from before June 2012 that was not expired or expring within the next 12 months we will review. As it stands now there is no legitimatcy to this complaint.

Review: I called and canceled my service April 2012. I just received a bill in the mail where I have been renewed for contract and have been charged the entire time. I called and they said they have to have a letter in writing to cancel service and they want me to pay the rest of the year. The bill is 401 I received in the mail and they want 500 to end the service. Please help.when I called I was never told about a letter in writing.Desired Settlement: I asked them to just cut the bill in half. Which would be 200 hundred dollars and let's be done with everything. I don't think I own anything but I would meet them halfway.

Business

Response:

We cannot locate your account by name, phone number or address. Can you please assist by providing some identifying information we can reference ?

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my account is for [redacted]. My mother [redacted] had to cosign on this account. The phone number for this account is [redacted]. Maybe this info will help.

Sincerely,

Business

Response:

The company first offered a resolution where the customer would be able to keep the safety and security provided through the alarm, but due to personal reasons, the customer will not be able to take advantage of our attempt to accommodate and provide service. Instead, the company has agreed to take a $250 payment to close the account with no billing due past that.

Review: I've reported an issue early this year with safehome security. At that time I was informed I was under contact thru Sept. 2013. I checked my banking acct online and noticed I'm still being charged for services. I called [redacted] number and selected 5 for the resolutions dept spoke with a representative who became irate because I asked for documentation for proof of his statement. I asked to speak with a manager but he who refused to let me. I was informed my issue was being worked on and that's all he needed to inform me. I called today 11/14/13 to follow up on that conversation. I had a difficult time reaching a manager. I was transferred to [redacted] he assured me he would fix the account today and give me a call back at 11am. I never received a call back. I called back at 130pm CST and was informed [redacted] was on another call. I requested to be put on hold until he was available. When [redacted] took my call I asked what happened to him calling me at 11. He stated he passed my information on to another associate to handle, but the account was fixed. I asked to be emailed documentation for proof. I also informed [redacted] I would be contacting your office. He became upset but requested that I share with you that he took care of me. This company has not held their word on any information they've shared with me.Desired Settlement: I would like all the additional charges refunded to me immediately.

Business

Response:

A refund for two months of service (Oct. Nov.) in the amount of $89.98 will be sent to the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not recieved any form of reimbursement from this company. When I call to follow up on the status of things I get the run around. I call in November after I made the complaint with you. I was told they recieved my complaint from the Revdex.com and the mgmt team was reviewing my account. I called today and I was sent to someone's voicemail after I asked several times to speak with mgmt. This company is giving me the runaround. I personally think they should pay me interest fire all those time. They knew my account was not being renewed in September but the continued to process auto drafts. I called in October and brought it to their attention I was told it was being stopped and the October payment was being refunded to me. I had the same issue for November.

Sincerely,

Business

Response:

A refund for two months of service (Oct. Nov.) in the amount of $89.98 will be sent to the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It does not give any details around when this matter will be resolved..

When will the check or ach reversal take place. Please require them to provide those details so that can be held accountable.

Review: When I purchased my three year home security agreement in the fall of 2013 it was with the agreement that it was transferrable to another party in the event that I moved before the three years elapsed. The account was then sold to Safe Home and when I informed them I was moving and needed to transfer to the new owner they told me I could not do so, and that it was against their policy. After lengthy dialog with them I then worked with Safe Home to arrange for the new owner to set up his own three year policy directly with them, which would then remove me from any further obligation. I have email documentation from Safe Home dated May 22, 2014 which confirms this. And on June 10th I received further confirmation from Safe Home that the account would be cancelled.However, they sent me a letter dated June 17, 2014 that states my account will not expire until August 2016 and they did debit my account for the June payment. I have made multiple calls and sent follow up emails to Safe Home and have received no response.I consider their business practices unethical and they are in violation of the written agreement they made with me. Your help in resolving this matter would be appreciated.[redacted]Desired Settlement: I desire Safe Home to honor the written agreement to cancel my contract and refund the unauthorized withdrawal they made.

Business

Response:

The [redacted] contract was acquired from [redacted] We reviewed the contract which was purchased and there is no clause allowing transfer of the contract/service or a buyout due to the sale of the home. The contract terms are 8/2013-8/2016.

Consumer

Response:

Review: [redacted]

I accept the factual statement from Safe Home that my contract which they purchased from [redacted] had no written provision for transfer if I sold the home. This was a condition the [redacted] salesperson assured me of when the original contract was signed and I failed to get that in writing. That was my mistake which I deeply regret because we knew at the time we would be selling within a year. This is why we asked about it. We would NOT have entered into the contract if we had not been assured of this transfer option.

When I initially contacted [redacted] to do the transfer to the new owner they told me "no problem, we can do that." However, a week later they called back and said that my contract had just been sold to Safe Home and that Safe Home had a different policy. In fact, they told me "if you had called 1 week ago we could have done it, but now you need to talk to Safe Home."

At that point I contacted Safe Home directly to open up the dialog. It was perfectly understandable that Safe home wanted to protect their investment and I wanted to facilitate that. Therefore I worked closely with them until they agreed that as long as the current owner signed a three year contract, then I would be released from my contract and have no further liability. That is the email correspondence which I have provided. That is a written, and therefore valid, change to my contract terms. I have been in contact with the new owner and he has tried multiple times over the past several months to have Safe Home come and set up his contract but they have not returned his calls. Both of us have put in good faith effort on our parts for the past several months to work with Safe Home so they can continue their revenue stream uninterrupted. Safe Home has failed to take any action to honor the revised agreement their representative made with me.

I am rejecting this response because:

1. I have a written modification to my contract terms provided by an authorized representative of Safe Home. This email clearly documents that I am released from my contract terms as of the end of June.

2. Safe Home has failed to meet its agreement to the new terms in two ways:

a) They have not followed up with the new owner despite numerous phone calls from him to make such arrangements. These calls can be documented by phone records if necessary. FYI, at this point the new owner is tired of waiting for Safe Home and wants to look elsewhere for security services. Due to their extremely poor customer service (Can't even meet with him to set up an account) he no longer has confidence in Safe Home.

b) Safe Home continues to withdraw monthly fees from my account after the time they agreed to stop such withdrawals (per the email exchange). This needs to stop immediately.

I respectfully request that Safe Home honor the revised agreement and release me from all further liability as agreed in the email exchange which has been provided.

Sincerely,

Business

Response:

Please provide the email

Consumer

Response:

Review: [redacted]

Attached is the email exchange you requested. This email, dated May 22, 2014 confirms that my account would be cancelled and I would have no further financial responsibility. The rest of the email exchange has been provided so you would see my own going efforts to resolve this. Please note, this email exchange was provided as part of the original submittal to Revdex.com and was also printed and sent as a hard copy with a letter to Safe Home several weeks ago. This is, therefore, the third time I have provided this documentation.

Sincerely,

Business

Response:

I DO NOT SEE THE EMAIL REFERRED TO. ALL THAT' IS BEING PRESENTED IS WHAT THE CUSTOMER IS CLAIMING TO HAVE IN A CONTENT OF AN EMAIL, IN HIS RESPONSE. . I NEED TO ORIGINAL EMAIL FROM THE SHS EMPLOYEE

Business

Response:

First of all, the new owners did not take over the service. Secondly, the email was sent on the word of the customer, who stated the agreement was transferable to another party. It was an acquisition, and we did not have the original contract, at the time of the email. When the contract was obtained, it was determined the contract is not transferable. The original response stands. If the Revdex.com would lime the supporting documents for review, we will be happy to send them

Safe Home Security

Safe Home Security