Safe Home Security, Inc.

Review: I signed a contract with Safe Home Security Inc. To have my home monitored for my protection from home invasions! I was intimidated in to doing so from my roommate. At the time I was in no condition to know what I was getting in to, as I was taking powerful medication for a mental problem. This contract was signed November 23 2011,as it turned out the technician that installed the system did it incorrectly, he connected the alarm system too a in house phone line that was already connected to a heart monitor. The alarm system worked off and on for a couple of months. The company was notified. A tech. was sent out and after checking out the system acknowledge it was installed incorrectly!, and the only thing could be done was to upgrade and get a new system at a higher monthly rate.I Wrote and requested to be released from the contract due to the following reasons: The system was installed incorrectly, and the new system they want to install cost more money, I do not trust this company, because they was being paid, and the system was not being monitored. They have refused to release me from this bogus contract, and they was the first to renege!.Please Help!Desired Settlement: TO Be Released From Contract.

Business

Response:

[redacted] has a full parts and labor warranty on his account. This warranty covers all costs of replacement parts and the service labor to do so. Safe Home Security would love the opportunity to have a technician out to [redacted]'s home to assess the operability of the alarm system.

Cancellation of the agreement is not an option at this time. [redacted] signed a new 5 year agreement on November 21, 2012 which is in effect until November 21, 2017.

Review: I entered into an agreement with [redacted]. This was for a 5 year contract to monitor my home security system. This contract was for 60 months. The contract price was for $32.99 per month. I am being charged $42.99 per month. Secondly, In August of 2011 I set my alarm and left the house. Upon returning I forgot to disarm the alarm and it went off. No'one was obviously monitoring the system as I did not receive a phone call to check on me, there was no police report filed and the police never came. I called the service and got no answer. At this point I sent a letter to cancel the service for failure of the company to provide the contracted service.

Product_Or_Service: Alarm monitoring

Order_Number: 429774Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the security company to cease and desist their collection activities against me since they 1. Overcharged me for the monthly service. 2. Failed to respond to the alarm. 3. I sent a cancellation notice and they obviously honored that notice until such time as the company changed its name to Residential & Commercial Security Systems [redacted]

Business

Response:

The customer originally signed up in May 2011. He cancelled within the 3 day right of recission. Of course in late 2011 it didnt work because his contract and service had been cancelled. He resigned a 3 year agreement in Novermber 2012 and we went and reconnected service that month. The rate is $32.95 and indeed the customer has been billed $42.99. He was overbilled for 10 months. We have credited the account $100.50 which represents 10 months overbilling. We have corrected his rate and he will pay $32.95 going forward. If he wishes to cancel he may pay a 90% buyout on the contract which is stated under the monitoring section. We are not cancelling the contract.

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 SENT A WRITTEN REQUEST FOR CANCELLATION IN 8/2013. I HAVE STILL BEEN CHARGED FOR SERVICES I HAVE REQUESTED TO BE CANCELED. I HAVE LEFT MANY MESSAGES FOR [redacted] AND [redacted] TO WHICH I HAVE NOT GOTTEN A RESPONSE. I AHVE HAD TO CALL THE CUSTOMER SERVICE LINE TO GET TRANSFERRED OVER AND LEFT MAESSAGE AND HAVE NOT GOTTEN A RESPONSE. ON 9/17/13 I NOTICE YET ANOTHER CHARGE AFTER I SENT WRITTEN NOTICE TO CANCEL AND I SPOKE TO [redacted] ON 9/18/13 WHO PROCEED TO ARGUE WITH ME AND TELL ME I AM NOT BE CREDITED. I ASKED TO SPEAK TO A SUPERVISOR AND WAS THEN TOLD BY [redacted] THAT HE IS THE SUPERVISOR AND THAT IF I SPOKE TO HIS MANAGER THAT I WOULS STILL NOT GET A REFUND. I THEN ASK AGAIN TO BE TRANSFERRED TO HIS SUPERVISOR WHICH IS [redacted] AND HE BEGAN TO ARGUE WITH ME TELLING ME ITS MY FAULT THAT I SIGNED SOMETHING AND DIDNT UNDERSTAND IT . HE THEN PROCEEDED TO SAY THAT IT ISNT THEIR RESPONSIBILTIY TO TELL ME WHAT THE POLICY IS AND THAT I SHOULD KNOW IT. HE ALSO TOLD ME HE WOULD NOT CREDIT MY MONIES BACK TO MY ACCOUNT EVEN THOUGH I HAVE CANCELED.Desired Settlement: I JUST WISH TO HAVE MY MONIES $37.17 FOR AUGUST AND $37.17 FOR SEPTMEBER CREDITED BACK TO MY ACCOUNT DUE TO ME CANCELING SEVICES PRIOR.

Business

Response:

THE CANCELLATION LETTER WAS RECIEVED ON AUGUST 15 2013.. THE SEPTEMBER PAYMENT WAS WITHDRAWN FROM THE CUSTOMERS ACCOUNT IN THE AMOUNT OF $37.17. pLEASE ALLOW 10 DAYS FOR THE REFUND TO BE ISSUED.

Review: Unplugged the unit 4 days ago to paint. Never received a call saying our service was disconnected.

We unplugged the alarm to paint. We never received a call saying the it was unplugged. I don't know how long our service hasn't been working but they have continued to take out their monthly payment. We called to cancel the service as they are not providing any. They said that we couldn't and that we are under contract for another 2 years. There isn't any kind of cancellation fee we have to pay for the two years. This is a scam! We have been paying for alarm that we don't ever use for 3 years now. They have random people going from city to city to sign up for bad service! I just want to cancel my service. I'm about to go to my bank and tell them to stop the payment.Desired Settlement: Cancellation

Business

Response:

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

We have scheduled a service request for Mrs. [redacted],

I have attempted to contact her as well, I have not

been called back yet, but I will continue to reach out to her.

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 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: The explanation below details the attempts to have Safe Home Security (SHS), my home alarm provider for more than 7 years, fix my disruption in service. After two months without service or any support from the company, I canceled the service. I was sent a bill for $201.66, which I am in the process of disputing with them. They have been rude and unresponsive.

On August 8, 2015, I changed my internet/phone/cable provider to [redacted], which uses a VOIP system. This was not compatible with alarm system. Although the alarm was not working, I was completely unaware of this until September 5. I contacted Safe Home Security (SHS) and [redacted] to rectify the situation. With little help from either company, I switched back to my original provider, [redacted] on September 8, 2015. Once again, I received a signal that my alarm was not working and assumed it was once again an error from the service provider, this time [redacted]. I placed a service call and had a repairman come to the house to “reconnect” the alarm. While here on September 8, I contacted SHS to speak with the [redacted] service man, only to learn that the VOIP did not work with my system.

On September 8, I began a long-standing phone interaction with [redacted], the customer service representative who was going to help me fix the issue with my non-functioning alarm. She assured me it was easily repairable and that she would look into the matter, and could even lower my bill by signing me up for a contract. Please be aware that I have not been under contract for years now.

When I did not receive a call back from [redacted], I contacted her again on September 11. Again, she assured me it would be rectified, but again, needed to speak to her supervisor and would call me back. I waited until the week of the 15th and when I still had no return call from [redacted], I called her. [redacted] provided the same information I received for the two weeks prior, explaining that she was waiting to speak with her boss. I then explained that I had not received service for six weeks and was still being billed. She guaranteed me that I would receive a call by the end of the day to set up an appointment to have my service restored.

On September 24, out of sheer frustration, I asked my mother to contact the company while she was visiting me. She spoke with a supervisor, [redacted], and after four calls that day, still no alarm service, no appointment, no solution to rectify the problem, yet I was continuing to faithfully pay my bills to SHS. On September 25, I made 3 three calls to SHS only to learn that I still had no access to service, but was still being charged.

On October 2 at 1:06 pm, I contacted the cancellation department and spoke with [redacted] I explained that after countless calls to SHS, who was completely unresponsive to the issue, that I was one day short of eight weeks without service. I wanted to cancel my service with SHS and to notify the company that after such an effort to rectify the issue at hand, I was no longer paying future bills for a service I had not received in two months. [redacted] was extremely rude and told me it was a “consideration” that SHS provide service, not my right. I explained that SHS was not complying with their part of the contract. He then blamed me for the lack of service, explaining that it was my responsibility to be sure the alarm was in working order. My counterargument – the weeks of repeated calls to attempt to rectify the situation certainly satisfied my portion of the responsibility.

I contacted [redacted] in customer service later that day to let her know I stopped automatic payments from my checking account and sent multiple cancellation letters to the company via email as directed. To stop these drafts cost me $30.

Although I received a letter from SHS dated October 2 wondering “if we fell short of [my] expectations.” And a week later, a bill for $201.66. I refuse to pay for a service that I did not receive and your total inaction in response to my repeated calls constitutes a breach of any possible or imagined contract we might have. What I find most ironic is that a portion of that bill was for a warranty, assuring me repairs on my service, which I never received.

The billing of $201.66 is unreasonable and I request that this amount is removed from my account and my account closed in good standing.Desired Settlement: The billing of $201.66 is unreasonable and I request that this amount is removed from my account and my account closed in good standing.

Business

Response:

The account was canceled, prior to the receipt of the complaint , 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,

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: Safe Home Security is nothing but a bully. I initially contacted Safe HOme Security to cover security services to my home due to medical necessity. I had moved out of my house in August 2013 and requested in advance to have the services disconnected. Prior to August 2013 I also requested NOT to have auto renewal.When I moved out in August 2013, the landloine phone was disconnected in which Safe Home Security has record that they no longer provided the services. They've continued to bill me LONG AFTER the service wasn't provided. Safe Home Security acknowledges that I called in October after cotninouusouly receiving billing. They acknowledge that they were not providing services in August, but yet they claim that they still provided a "service" to a residence that I was not living in.Safe Home Security has also been informed that I'm a visually impaired veteran who takes opid medication (morphine 180 mgs) in addition to dizapham which requires that I have my bills sent out on a regular basis (not by me). They continue to harass me claiming that I have an "open balance" because I didn't send them notice in advance(according to them) they also claim that my calls to disconnect the service wasn't sufficient and that they have no recollection of a letter sent out on my behlf. They are demanding that I pay for services for another year as a bulloing antic. When a person requeswt to discontinue auto renewal that means ot discontinue auto renewal. When a person requeswt to cancel a service and they send a letter and disconnect the phone service in which they confirm that they didn't provide the service...but they they claim that they are charging me for another year of service because they did not honor my requedst to cancel and that a "call" doesn't mean anything" nor did my letter to canx the service beginning August whden I moved out of the residence.Please contact them. Their service was canxcdelledDesired Settlement: I wish that they cancel any outstanding service and amount they claim due. My land loine phone service can confirm that my services from there were disconnected in late July and August which was required to use the service. Safe Home security states tha tthey called my "number" on the 13th of August 2013 which confirmed that my number was not in service.

Business

Response:

Safe Home Security has agreed to cancel Mr.[redacted] account without penalty. There is no further money due.

Review: My mom is 76 years old with Dementia. Someone from your company [redacted] came to the house where she has [redacted] and told her they were going to change her equipment. He also ask my mom her password and called [redacted] and told them he was her neighbor trying to help her. My mom had no idea she was getting a new service and cancelling her old one. He called people from her address book trying to schedule them a new service and everyone told him that [redacted] has dementia and he should not have sold her. When I went to my moms I ask her about the new system, she said [redacted] came and installed her a upgraded one. She couldn't even work it. I noticed the sign in the yard where the [redacted] was thrown down for his to go up, and went in and explained to her she had been taken advantage of and she was with a new company. I was informed if I faxed a letter in within my time we could cancel. I faxed the letter in on 4/8/14. They still deducted another month out of our checking account. I called and they said they didn't get the fax in time. Not true. Even [redacted] called me to sell me a system, I ask him if he realized my mom had dementia, and he replied "I thought something was wrong". We sent the equipment back but got a bill last month for $143.95 then another one today for $288.08. It is really sad and says alot about your company that they will go to this extreme to sale your product. Every person he called hung up and called me to let me know that my mom got this new system, and everyone told him that was wrong. You have your equipment, we paid for 2 months which we shouldn't but we will not pay another penny. Every chance I get I will make sure that your company gets the recondition that it deserves. My mom has never missed a payment in her life on anything. I control all her money now and I promise there will never be a dime sent to you!!!!Desired Settlement: I don't want to see another bill! We can get written documents from her physician that she is of unsound mind to make decisions.

Business

Response:

Hi [redacted]

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

I have reviewed the Revdex.com complaint and I have terminated her account. No further obligations are required.

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. Thank you for helping me get this resolved.

Sincerely,

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: I am receiving bills from company with threats of reporting to three credit bureaus and I am current with my bill for the company. Money is withdrawn from my account every month for my bill while not receiving alarm services from company.Desired Settlement: I want written notice that I do not have an outstanding balance with this company and that this matter with this second account is resolved. I only have one account which is current

Business

Response:

[redacted],

I attempted to reach you by phone but didn’t want to leave a personal message on the Spa’s answering machine.

I’m researching your Revdex.com complaint and require additional information. Account [redacted], assigned to the Spa, is current. Is there another account for which you are receiving bills? Please let me know if there is another account so I can review it and attempt to rectify the situation. [redacted]

Review: I had service contract with this company for 3 years and when the contrac was up I had a call from mr david m[redacted] asking to continue with the service I told him I was selling my home in a few months he promise me to continued with service and that I can cancel anytime I have all the emails from mr m[redacted] to prove it

and for the last 6 months I been trying to cancel and now I sold my home and I closed escrow on 01/08/2016

and he wont closed service like he promise his tel number [redacted]Desired Settlement: I need to fine a complain on safe home security for not been honest and refund for the last 6 months and closed service

Business

Response:

Safe Home Security has agreed to cancel this account, however a refund will not be issued.

Review: On November 23, 2012 Safe Home Security (SHS) installed a security system in our home, but failed to legalize it in spite of several appeals. Repeated false alarms brought the city police to our home, who informed us that our system was unregistered and therefore illegal, and is subject to fines for violation. They waived the $50.00 fine for operating an illegal system, but advised us to get SHS to register the system. We called their customer service on several occasions requesting immediate registration of the service. The police took their phone number with a promise also to call them. Yet the system remained unregistered and illegal throughout the entire 3 years of the life of the contract. At that point we removed the system from our home, and had another company install system in our home and legalize it.

The month after the SHS contract ended we received another bill. When I called the company to complain I was told about an automatic renewal clause in the contract of which the installer did not advise us, neither did we read the small print (which I discovered was actually in the contract document). I appealed to the company for their clemency and understanding since our decision to terminate the service had nothing to do with the functionality of the equipment, but with the fact that the company had failed to legalize the system in our home. I spoke to them several times by phone and sent them two letters on 11/09/15 and again on 12/16/15 requesting that, on the basis of the fact that their system was illegal and the fact that I had replaced the same with a legal system, they nullify the new contract and refund the one month fee deducted for the new contract. The company has failed to respond, and continues to bill me for a non-existing and illegal service.Desired Settlement: I have put a stop payment with our bank on the account; but I need your help in getting the company to recognize that it failed to deliver the legal service for which we contracted, and that it must consequently stop billing us. Since we were not verbally advised by their agent of their automatic renewal policy we believe the ethical thing to do is to also refund the one month payment deducted for the renewal of the illegal contract.

Business

Response:

The disputed month of service has been returned to the customer. Safe Home Security will agree to cancel this contract 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: Safe Home security purchased my monitoring contract from [redacted] had a lifetime warranty on the system that Safe Home will not honor since it is not specifically on the contract copy they have, but the five years contract shows a signature that is not mine. Also, the warranty is on [redacted]'s website. The owner of [redacted] said he contacted Safe Home to resolve the issue, but Safe Home has done nothing other than wanting to charge an additional amount for the warranty and hold me to a contract that wasn't signed by me. The system monitoring does not work properly, but Safe Home wants to charge me a fee to look at the programming, and in the meantime Safe Home has charged me late fees and interest. I have also filed a complaint on [redacted] to resolve this issue.If a company buys monitoring; they should make sure they protect the consumer and not lose any of their coverage.Desired Settlement: Resolve warranty and contract issues with [redacted]. Waive all additonal fees.

Business

Response:

We would be happy to service the account. The consumer is correct that service is written into the contract. However, there is a back balance that was due in december that must be paid first. Please contact us, pay the back balance and we will schedule a service appointment.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I paid advanced security for equipment, warranty, and one year's service, on 1/4/2013 (see attcahed); which is the same day that the installation was finished and the was system activated, so December of 2013 was already paid for even though the Total Connect did not work (it was also activated on 1/4/2013). Also, I would like proof that they will honor the warranty in the future since they have denied it prior to this and have wanted a $90 service charge to fix the system.

Sincerely,

[redacted]r

Business

Response:

It's now February 2014, over 13 months later and this years payment is past due. Please call and remit payment. You may save this correspondence for future service issues. It's written into the contract that we will provide service. This is an unusual for an alarm contract so the representative did not understand the verbage.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My wife has attempted to call the company, but cannot get the company to call her back at [redacted]. Also, the current bill shows 15.40 in late fees for being a month late that I should not have to pay because they did not provide the service in the contract to get the system working properly. I tried to get them to fix it long before the bill was due, and when they first called to say that they took over the contract.

Sincerely,

Business

Response:

If the customer pays by 2/28 we will waive late and finance. Your account rep [redacted] can be reached at [redacted]. She will attempt to call you today.

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: I have a contract for home protection from this company dated March 2012. According to the contract, I can terminate after 36 months. I contacted them today and was told that it was actually 42 months as on their copy of the contract the 36 is scratched out and 42 written in which I have initialed. My copy does NOT have this which proves it is fraudulent change on the contract.Desired Settlement: I would like the contract terminated NOW and refund for the months that I paid since March 2015. I have faxed a request to terminate service 5 months ago as I have changed service so would like a refund for that past 5 months as well.

Business

Response:

Safe Home Security will honor Ms. [redacted]'s 36 month agreement dated March 13, 2012. A letter of cancellation is required at least 60 days prior to the expiration date. Due to a cancellation letter not being received at least 60 days prior to March 13, 2015, the agreement has renewed for another 12 months and is scheduled to end March 13, 2016. A letter of cancellation has been received on December 4, 2015 and this agreement will expire on March 13, 2016.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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,

Review: We are under contract (2YR.) for home security with Safe Home Security, Inc. Since we had it activated (property was already installed in home when we bought it), we have had a problem with calls in or out being dropped. We are using [redacted] for our [redacted] tv, and internet. At one point early in 2013, the two companies worked together to resolve the problem. A few weeks ago, our calls started dropping again. Safe Home sent a rep. out a few days ago. We thought the problem was resolved. Two days later, our calls started dropping again. We called the company back and they said that there was nothing more they could do. They offered to put a back-up system in which we would have to pay an additional $15 a month for. We do not feel that we should have to pay anything, and feel that if they cannot repair the system they should discontinue the service at no charge to us (cancel contract).Desired Settlement: Improve the system at no cost to us or cancel contract and discontinue.

Business

Response:

I am in the process of working with the client on getting him a cellular back up which will allow his alarm to work with out the use of a land line phone system. He and I are touching base tomorrow at 6pm after he gets out of work.

we will create a win-win- for both the client and the company.