Safe Home Security, Inc.

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: If I keep a sign in my yard for a year the service was free for a year. And they also said the house would be censers and it was not. You can walk in and the alarm do not go off.Desired Settlement: Adjust my bill and stop call me and billing me for 2096.00. Because I did not remove the sign. They can at night and the man that was doing the work did not explain everything to me it was about 9 PM and he was rushing to get out of the neighbor hood.

Business

Response:

The customer has a three year contract. There were no issues and payments were made on time the first year, until July 2014, when the payment authorization was revoked at the bank, causing the elecronic payment returned. The account eventually fell into collections, and when the customer was contacted, she never stated she was told she would be get the first year free if she kept a sign in the yard. If that was the case, why did she pay the first year and never call to stated the same? Regardless, the last time the customer was contacted regarding the past due balance, she stayed she could not afoord to make a payment until after the holidays, then came the complaint. The dealer was contacted and stated at no time did he ever tell her she would get the first year free, under any circumstances. He further stated a competitor, knocked on the customers door and bad mouthed SHS, in an attempt to take over the account. Furthermore, the customer has never had any issues with the system.

Review: I AM AN 86 YEAR OLD WIDOW WHO SIGNED A 5 YEAR HOME MOMITORING CONTRACT IN MARCH 2010. MY DAUGHTER CALLED TO PROVIDE NOTICE TO TERMINATE THE SERVICE AT THE END OF THIS 5 YEAR AGREEMENT ON JANUARY 20TH. THE CUSTOMER SERVICE REPRESENTATIVE STATED IT MUST CONTINUE FOR AN ADDITIONAL YEAR. I RELY ON SOCIAL SECURITY AND THE $34.95 MONTHLY FEE IS CAUSING ME TREMENDOUS FINANCIAL STRESS.Desired Settlement: Please terminate the service at the end of the initial five year contract. I have paid over $2000.00 for the service and cannot afford to pay this bill.

Business

Response:

PER THE CLIENTS REQUESTS WE HAVE DECIDED TO CANCEL THE CURRENT AGREEMENT ALONG WITH ANY FEES AND OR PAYMENTS, AND WOULD LIKE TO THANK THE CLIENT FOR ALLOWING SAFE HOME SECURITY THE OPPORTUNITY TO AVAIL HER OF OUR SERVICES.

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 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: 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: We have been with this alarm company for about 4 years and have experienced aggravating service and financial mistakes on their end. This latest complaint has us wholeheartedly and desperately wanting to END our fiduciary relationship with them. We returned to our home after 2 hours worth of errands. The basement door was unlocked and the alarm was blaring when we walked in. The police never showed up. The alarm company never called. After we spoke with law enforcement, they told us to make a note of anything that was missing if we discovered anything had been taken later, because we didn't see anything missing that day. We contacted Safe Home Security and they didn't even contact us till today! Three weeks later! They told us today they would add 6 months onto our contract. We don't want an additional 6 months. We want no further contact with them unless they are goin g to refund our money. They informed us that our alarm system had "NEVER BEEN HOOKED UP."Desired Settlement: Their Revdex.com score needs to be reduced to F- due to the fact that Safe Home Security told us they had hooked us back into the system when we informed them of this problem 6 months ago and they also had the wrong address and state for our home location. I want them to not contact me and I want a refund of the monies paid since we moved here because they never provided the service they promised in the contract they made us sign. They were adamant about us fulfilling our part of the contract but highly negligent as regards their portion.

Business

Response:

The customer changed addresses, and that is where the mixup with addresses came into play. We see the address in our billing database and our central station match the customer's address on their contract. We are looking into the customer's claims, and are willing to repair anything wrong with the alarm system, and credit the customer for their inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: When we moved, Safe Home Security is the company who moved us to our new address. They then billed us for both addresses until for 4 months while we attempted to contact someone within the company who took the time to understand that we only had one alarm system. The "new" address they had on record was in another state where we have never even visited. We have never been late with a payment, but they always had bad service. This last difficulty was the last straw! The representative told my husband that we had never been hooked up into the system at this address. We've been here for 11 months. I would be satisfied with a refund from those months and a discontinuation of relationship with this company. I do have a lawyer on hold if this does not resolve the issue.

Sincerely,

Business

Response:

In the agreement we ask to call every 30 days and test the system. We are willing to credit the account for 6 months, which is $269.94. Also, in regards to canceling the account we would use the primary term agreement use at the original home with an end date of 4/21/2015, the client can choose to pay $404.91 to cancel the account.

Business

Response:

We made an error in the response which stated agreement 4-15. The correct experation date is 4-5-16 and we can proved copies to both the Revdex.com and customer if needed. Our original solution is still open and if customer wants to cancel, the dollar amount is still available.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: had this been the only issue we had experienced with Safe Home Security, we might be willing to reason with them on this issue. However, this is not even the first time we have had to resolve an problem via the Revdex.com with this company. Among all the difficulties we've experienced two of them had to do with faulty equipment systems installed in our home. One was replaced about a month after the initial install. The third system replaced the second faulty system about 2 months after that. The entire time while we were dealing with this we had to stay on the phone countless hours ardently trying to prove it wasn't our fault as their representatives accused. Even when we asked for supervisors or management, they continued to blame the problem on us. (The system kept saying we had a break-in, a fire, and a carbon monoxide leak all at once. The police and fire department were dispatched so many times, they told us they would start charging us $250 for every false alarm.) Once, when a police officer was there due to a system failure signal, he even offered to speak to the representative to say it was their defective equipment not the homeowners'. Although they accuse us of neglecting this aspect, we did check the system we have at this address. That was how we found out that they had some address listed for us in a [redacted] state we had never even visited.

Review: I was told to make a payment last April, and that the late fees, and battery was going to be removed. I still continued to be charged late fees. The representative was nasty, and refused to let me speak to a manager. I want to terminate their services, but was told I was under contract. I will do almost anything to be free of this company.Desired Settlement: I no longer want to have this company protecting my home, and hope I can resolve the late fees accessed to my account.

Business

Response:

The customer received a service call in April ($89) and a new back up battery ($52). She has no warranty coverage and these items are not included in our service, they cost the company money to provide them. We offer a warranty service for $10 per month but this customer declined such service. Eventually all these items were credited and the customer currently has no balance due until 10/2015. The customer is under contract until January 2019 and cannot cancel without paying a 90% early termination fee.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Thanks you for communicating with the Safe Home Security. Mr. [redacted] removed all the extra fees, and we reached a deal. I paid the amount due, and I will try to get out of my contract. I am not satisfied with this company, and would never recommend them to anyone. Their customer service representatives are nasty, and unprofessional. Also, they never return any calls. They call you when you owe them.

Business

Response:

Please see previous response. The contract has a buyout provision within it. We are not canceling it outside that provision.

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: 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 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.

When I moved to a new home recently, I asked SHS to install my security system in the new home. After two missed appointments, no shows by the technician, and almost a month with no security service, I found another company to provide home security. Now SHS wants me to continue paying them for NO SERVICE for another two years. They are threatening me with late payments, processing fees and warranty (??) charges. They say that their lack of performance does not give me the right to withhold payment. Can this be right?

Review: My account with Safe Home Security was closed in April of 2010 following all contract protocol. They continued to bill me after this and it required multiple phone calls and letters to persuade them to retract the invoices and show my account closed. I recently pulled my credit report and found out that they started reporting negative information in June of 2012. Since then they have reported 30 to 90 days late for June through December of 2012 and 90 days late for January through June of 2013. I filed a dispute with one of the credit reporting agencies but it appears that this hasn't changed anything.This reporting has effectively lowered my credit score to the point that I have already been denied one loan and will probably affect a very important purchase that I intend to make soon.I have copies of all correspondence that was sent to them through this whole miserable affair and will be happy to send this packet to you should you feel that it's needed.Thanks for your help in this matter.

Product_Or_Service: Home security system

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want all negative reporting retracted from my credit report and either remove their organization completely or show the account closed and paid as agreed.

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

A CREDIT REPAIR NAS BEEN SUBMITTED. PLEASE ALLOW 30 DAYS FOR IT TO BE REFLECTED ON THE CREDIT REPORT

Review: For three months I have been trying to get SafeHome Security to fix my home alarm system. I have called Customer Service repeatedly and spoken to half a dozen supervisors, all of whom have promised to attend to my problem, none of whom have ever called me back. I have gone three months without a working alarm system. When I tried to cancel my service they said I was contract until 2016; yet even then they did not follow up to actually fix my alarm system. I spoke to a supervisor named [redacted] on Oct 4 who asked me to send an email requesting a canceling of the contract due to the company's breach of contract for lack of service. Although she said she would personally handle my case and call me in 24 hours, she never did. I have left four messages for her in the last month, all to no avail. Meanwhile, I have been billed every month for a non functioning home alarm system.Desired Settlement: I want my contract canceled immediately due to breach of contract for lack of service and a refund for the last three months of non-service.

Business

Response:

First of all let me apologize for the lack of service you received from [redacted] and SHS. As far as getting you service in the [redacted] area there should have been no problem as I do have a technician in that area most of the time. In addition I would like to credit you for the time your alarm system was not functioning. I think you will agree it is my goal to have you protected at all times and to have you feel safe in your home at all times. As soon as I set service I will call you to let you know when the technician will be at your home. Unfortunately I will not be able to cancel your agreement,but I can credit the three months immediately.

Review: In November 2012 I sent a cancellation for security system contract that was to expire in March 2013. When I attempted this I was told the contract was in effect until December 2013. I pressed the issue to discover that when we had moved to our current home in November of 2011 their agent had altered the contract to a new end date in December and had my wife sign it. My wife was not a part of the original contract and I was completely unaware of this change. I maintain that I cancelled the contract that existed between myself and Safe Home Security with the final month of monitoring being in March of 2013 and subsequently told my credit card company to no longer accept charges from them after that month. Safe Home Security is pursuing the balance of the contract plus fees now to the tune of $483. They are becoming quite harrasing and beligerent with their calls. I would be happy to provide copies of both contracts. (they sent me the altered contract in November 2012)Desired Settlement: My desire is that they would drop the collections immediately as I cancelled the original contract via the means that were required of me. Short of that, I would accept a settlement and partial payment to make the matter go away for good. They have offered a meager reduction to $450 and I have offered to pay for 3 months of service past March 2013 for roughly $120.

Business

Response:

The customer is under contract through 2014. The contract was signed in 2011 for 36 months. The contract offers a 90% buyout for early termination requests. The amount due under this clause is $666.23. Please call us to make either pay the back balance and continue service or pay the 90% early buyout.

Consumer

Response:

Review: [redacted]

I am rejecting this response because they are not

providing accurate contract information. My contract with them was signed on

3/13/2010 and ran for 36 months. I moved from that original house in November

2011 and took the security system with me. Upon reinstallation my wife was

given a revised contract that ran for 12 month increments starting December

2012, I was unaware that any change in the contract had taken place. In

November of 2012 I sent the company a cancellation request only to be told that

the altered contract had renewed through December 2013 at that point. When

pressed for how that could be I was sent the new contract by the company via

email. I was never given any indication the contract terms were changing nor

did I ever authorize anyone else to make any changes to our contract. I was

outraged and initially tried to cancel the service immediately but relented

when I realized I likely did not have any grounds to do so with. Instead, I

chose to stop paying the company on my original termination date of 3/13/2013.

I am attaching both my original contract with the company as well as the

revised one that was sent to me. I am also attaching an email that acknowledges

that the notification to cancel the services was received.

Sincerely,

Business

Response:

Agreed. We will cancel it. Please allow 30 days for the process to complete and ignore any invoices received prior.

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 have never received service nor solicited service from Safe Home Security, yet they have charged me and sent invoices for payment. After calling and emailing, asking them to remove me from their system, I was told by their "customer service" that I could get a great deal and save money. After refusing and being hung up on by their stellar customer service agent, I receive an invoice a month later. I have never and will never do business with this company, yet they insist on sending me invoices.Desired Settlement: Just remove me from their system and never send me another invoice again, as I never requested their services to start.

Business

Response:

Safe Home Security has agreed to cancel [redacted] account.

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: Safe Home was authorized to debit my account $26.53/month until the end of the contract. I sold the home where the monitoring was provided in October 2014 and agreed to pay monthly service fee until the end of the contract. Safe Home debited the account November and December 2014 for $26.53. In January 2015, the Company debited my account $131.00. I called the company and was told this was the contract buy out ($131.00/$26.53 = 4.94 payments?). I was then transferred to their Collections department where I left a voice message asking for a return call. I did not receive a call back and sent an email to Customer Service requesting to be contacted regarding this unauthorized debit. I received a generic email response the Company would get back to me. I did not receive a response. I then sent another email requesting a response and if I did not get a response I would be filing a complaint with the Revdex.com.Desired Settlement: I would like my bank account credited the $131.00 and Safe Home will debit my account the monthly amount until the contract expires.

Business

Response:

The customer was spoken to this afternoon and will be withdrawing the complaint.

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: on Feb 5 at 3:22am my alarm panel stop working. Called [redacted] to report problem and was told I would be called in 24 to 48 hrs. I called [redacted] again on Feb6 and was told they were sub contractors I needed to call Safe home security. I spoke to [redacted] with Safe home security on Feb 6 at 12:53 and was told a technician would be at my house on Feb12 between 9-1. Called again on Feb13 spoke to [redacted] from safe home security at 1:49 to see why no one came and he said a technician should be at your home today between 1-4 no one showed. Today is Feb 16 and no one has called to confirm an appointment or an explanation of why a technician didn't come. I called again today Feb16 11:00 to safe home security and they cant seem to know or how to get someone from security one to come to my home. Mean time I don't have a working alarm system. I cannot cancel my contract because I have to wait until September for my contract to be up If I do I will be penalized for breaking my contract. I have been given the round a round. Called again today at to security one at 11:35 spoke to [redacted] at technical support and guided me on to how to disconnect my alarm system. He still didn't know when a technician would be coming to fix my alarmDesired Settlement: I would like to cancel my contract with Safe home security without being penalized for breaking my contract. I feel its the best they can do being that I have been without an alarm system and with no service until who knows when. I feel that they are very unprofessional in handling my situation. Had no concern for our safety. They false advertise the importance families are to them.

Business

Response:

The original service tech was terminated due to failure to complete his service calls and informing his supervisor. Service is set for 2-25-15 and customer will receive a two month credit. Any issues in the future, the customer can call [redacted]

Consumer

Response:

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

Review: I had signed a 36 month contract with the company. I was told that I can cancel anytime after 36 months.

I have been trying to cancel my service after the expiration of the contract, but the company has been non-responsive, but keeps charging my credit card.

I would like to cancel the service, and stop the monthly charges on the credit card. From all the comments about them on this site, and other places on the web, this company seems like a big scam, and should not be in business at all.

Phone calls to their customer service number put me on hold. I have emailed them several times, but no response except that they received the mail.Desired Settlement: Cancellation of service, and stop charging my card.

Business

Response:

Although the agreement the customer signed states there is a 12 month automatic renewal period if they do not give written notice to the company at least 60 days prior to their expiration date on their intentions to cancel the account, the company agrees to go against the contractual obligation and close this account with no further billing due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I expect that they will no longer charge my credit card.

Thank you for your assistance,

Review: I contacted Safe Home Security (SHS) by phone in June to terminate my contract. I was told I needed to make the request in writing. I did so. In response, I was told by letter that I could not terminate my contract because it was still active. I again contacted SHS by phone to reiterate my request to terminate service because the term of 60 months of the original contract (opened 15 August 2009, thus end of contract 15 August 2014) and the automatic 1 year renewal (which carried the contract to 15 August 2015) was approaching. The customer service representative I spoke to, Jamie P[redacted], was extremely rude and unprofessional. When I asked to speak to his manager, he said he didn't have one. I kept insisting that he give me the name of his manager so I could resolve the situation. After much pleading, I was able to get a name out of him (Colin W[redacted]) and a promise that my account would be closed at the end of September. I requested that a letter to that effect be sent to me via email immediately. I never received the notice I requested via email or snail mail. I stopped payment on the automatic withdrawal from my checking account on September 23. In October I received an invoice from SHS with a beginning balance of $109.98 (???) and charging me an additional $104.97 for monitoring for 10/15/15 through 02/01/16, $30.00 for a warranty for the same period, and a $3.00 processing fee (a total of $202.96). I have called SHS three times since receiving the invoice to try to resolve the situation, but the person with whom I've left messages will not return my calls. I was given the name of Christine W[redacted] as the manager of billing. But when I called the third time, I discovered that there is no one there by that name; hence, I was given a false name. The voice on the voice mail does identify herself as Christine.Desired Settlement: Immediate termination of contract/service. Zeroed out balance on invoice received and on account.

Business

Response:

Safe Home Security has agreed to cancel this account with a zero balance.

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,