Safe Home Security, Inc.

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: I had a security alarm system installed in my home in arkansas. I have a 60 month contract with them but they told me at first it was only three years at first. I have had it since 2011 and they will not send someone to service my alarm for the past seven weeks and I do not feel safe in my home because I think someone might break in my home. They told me they do not service this area or in arkansas.And they will not cancel my contract they sold alot of systems in my area. And I am still paying for it cause I do not want to ruin my credit. I appreciate your attention to this matter.Desired Settlement: At the very least could you have my contract canceled.

Business

Response:

Safe Home Security is in the process of renewing our license in AR and in light of these events we would like you to contact your local alarm service and have the service done on your alarm system. Please send us the invoice and we will pay the invoice immediately. Also due to the lack of service we will issue a credit of two months for your monitoring. We take our customers issues very seriously and most of all their safety. We always want customers and their family to feel safe in their home.

Review: We contracted for an alarm system in 2011. In 2013 we had a change in staff. We notified the alarm company two times that we had no service after the new staff moved in. They finally scheduled a serviceman who didn't show. After the second try the serviceman stated that there had been no service for many months. We requested a refund since they are supposed to check monthly to ensure coverage. Nothing was done.This past weekend there was an issue with the alarm. The alarm company notified the old people about the possible break in and even after being told that we registered new people for the call list they continued to do this. The police arrived and caused a very embarrassing scene where the husband of one of the new employees was not allowed to enter the building and was almost arrested.We want to cancel this contract. The customer service of this company is horrible and we are done trying to make things work with them. They are incompetent and we feel unprotected.The only thing they are good at is charging our credit card.Desired Settlement: We would like to be credited with six months of non-service and have the rest of the contract cancelled.

Business

Response:

I have reviewed the concern and have called [redacted] and left my number which is [redacted] We updated the call list and have credited the account for two months(76.22)

and will continue to reach out for [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I appreciate the fact that the company has credited back two months but we have been told before that the call list is updated - and we do not trust that they will do the right thing. This has caused us a great deal of embarrassment and we want this contract cancelled. Two months credit is very little for six months of no service and vulnerability due to the company not doing their due diligence.

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.

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: we had contacted safe home security to install a battery pack for our alarm system that we have with Safe home security , we were informed the technician would be at our home on a Wednesday I took the day off work and waited , by 4.30 no technician had arrived I had been calling safe home through out the day and was told , tech is on his way, finally at 4.45pm a rep told me the technician would not be out as Safe Home neglected to ship the part, this was 3 weeks ago , today being 4/11/2014, we have contacted safe home every day for them to arrange a tech to come out on a Saturday and everyday they say they are trying to reach somebody, their manager [redacted] will not take any phone calls and messages I have left for her every day and they have not been returned. Safe Home Security states they cannot get a tech to answer the phone! Hence our security system is not working.Desired Settlement: we want Safe home to provide a technician to come out and install the part that is required for our security system to work

Business

Response:

I spoke to Ms. [redacted] today. We have her on the schedule for this Saturday, April 19th between 1 p.m. and 5 p.m. I also credited her Safe Home Security account 2 months of service for her troubles.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

we still are receiveing a bill in the amount of $364.99 and when I have called I have been hunmg up on and then told by another rep they know nothing about the credits and this is what is owed.

But the system was installed on the date specified now the next issue is with the credit that was stated in the response and we are no tseeing and no one seems to know about

Business

Response:

We have given the customer the resolution they desired. The customer was serviced. There is no balance due on the customer's account right now. If the customer has additional concerns or questions, they can call our office at ###-###-####. However, the Revdex.com complaint desired resolution was to have a technician come install their part. This was done. I don't know where the customer is getting a balance. All of their previous balances were credited off already.

Review: I moved back in November and contacted Safe Home to have my system moved or cancel. They indicated that I would have to pay over $1000 to cancel so I was probably better off having the system moved. I gave them over two weeks notice and received no response. I called back several times and they would never respond to have my system moved. Finally move day came and I decided I would move the system myself or it would be lost with the sale of my previous home. Tried through December, January and finally got the system back and running on February 19th. However, the problem is all security monitoring information pointed to my previous address. Next, I was told that I had to sign a new agreement in order to update my information. I indicated I did NOT want my agreement to go past the existing period and they said I had to agree to three more years. After expressing my dissatisfaction and frustration, finally they agreed to send me an addendum to the agreement to only go for 18 months. As a result, I went ahead and signed the agreement thinking everything would be updated. After probably 100 emails, countless phone calls and letters back and forth, last week I received a call from Safe Home asking if I still needed my system moved. I asked to talk to a Senior Level employee and they said the "supervisor" was unavailable and would call back. Much to my surprise, they never called back. Every time I have asked for my contact information to be updated as well as payments updated to reflect the new agreement amount, I received emails back indicating that all my address information and billing information has been updated and that they would send me a final copy of the agreement. Still to this day I log in to my account and it has my previous address and I am being billed at the previous rate. I am blue in the face with trying to get Safe Home to honor the agreement and/or close my account with no succesDesired Settlement: Close out contract and account!

Business

Response:

We cannot close the customer's account as they still owe a large portion of the contract on the original agreement. Instead of making the customer pay that large amount, we agreed to move the customer's alarm. Unfortunately due to where the customer was moving, it was difficult for us to secure a technician. Once we secured a technician in that area, we tried to contact the client multiple times as recent as the 3rd week of April. If the client wishes to have the system installed in the new home, we would be more than happy to have it installed. We will also waive the labor charges to do so. We will continue to attempt to reach out to the client to set this up. If the client declines this option, we would then revert back to the terms of their original contract, which would require a buyout amount of $499.90.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We have had this alarm service for two years and our equipment is still not complete or properly installed. We have called, taken off work to meet them several times and they NEVER show up. For two years we have dealt with this. And now they are trying to charge me 762.66 to cancel our service. And it has never worked right in two years. DO NOT USE THIS COMPANY!!!!!Desired Settlement: CANCEL our contract with no charges. There is only 6 months left on the contract. We have paid two years for faulty equipment, I think that is only fair...

Business

Response:

THE CUSTOMER HAD THE SECURITY SYSTEM INSTALLED 10/26/12. THE ONLY TIME SHE CALLED THE OFFICE AFTER THE INSTALLATION WAS ON 4/22/14 STATING SHE HAD SOLD THE HOME AND WANTED TO CANCEL THE ACCOUNT. SHE WAS ADVISED OF THE CANCELLATION CLAUSE AND PROCEDURE AND WAS NOTED IN THE ACCOUNT "SHE WAS UNHAPPY WITH HAVING TO BUY OUT THE ACCOUNT". ON THE SAME DATE, 4/22/14 A Revdex.com COMPLAINT WAS MADE CLAIMING ALARM ISSUES FOR 2 YEARS, EQUIPMENT NOT INSTALLED COMPLETELY OR PROPERLY, HAD TAKEN TIME OFF WORK AND WE NEVER SHOWED UP. PLEASE NOTE THE CUSTOMER NEVER CALLED IN FOR SERVICE NOR WAS IT SCHEDULED, LET ALONE NOT SHOWING UP FOR SOMETHING THAT WAS NEVER SCHEDULED. THE LINE OF THE COMPLAINT THAT IS THE REAL ISSUE "NOW THEY ARE TRYING TO CHARGE ME 762.66 TO CANCEL OUR SERVICE" DESIRED SETTLEMENT: CANCEL OUR CONTRACT WITH NO CHARGE THERE IS ONLY 6 MONTHS LEFT. THE CANCELLATION TERMS ARE CLEARLY STATED IN THE AGREEMENT. THE EQUIPMENT WAS INSTALLED AT NO UP FRONT COST AND THE BUYOUT IS THE BREAK EVEN POINT FOR THE COMPANY FOR THE EQUIPMENT, INSTALLATION COSTS AND THE MONITORING. I WILL SEND THE CONTRACT TO THE Revdex.com FOR REVIEW AND THE ACCOUNT NOTES TO SUPPORT THE ACTIVITY ON THE ACCOUNT, SHOWING AT NO TIME DID THE CUSTOMER CALL FOR ANYTHING, LET ALONE SYSTEM OR SERVICE ISSUES, UNTIL 4/22 TO CANCEL THE ACCOUNT

Review: I contracted with Safe Home Security through their affiliate Security One for security monitoring. I had previously had [redacted] and one of their sales representatives came to my house and offered to upgrade my system if I agreed to a 36 month monitoring contract. Which I was fine with but at the time my wife and I were contemplating moving in about a year because of wanting to move my kids to a different school system. The sales representative said that was fine and the contract would end the day you sell your house. As long as I prove that I sold my house then the 36 month contract would end that day. On July 19, 2013 we sold our house (approximately 18 months in to the contract of which I never missed a payment) and moved to a new location some 40 miles away. Soon after I was contacted by a very rude collections person from Safe Home Security indicating I owed additional monies on the contract ($532). I explained to [redacted] that I had sold my house and reported it accordingly and the service should have been cut-off on July 19th. He said fax me the closing statement but I still owed the $532. He informed me that Safe Home is not in the business of losing money and that I would have to pay the additional monies followed by a lecture on how business works and they are not in the business of losing money etc.... By the way i'm a CPA and have worked for Big 4 accounting firms and have run my own firm for 14 years and surely don't need a lecture from Mr. [redacted]. Apparently he was on vacation the following week and a different person called and I explained the situation again and they told me just fax over the closing statement because they don't have a record of it and they will close this out and be done. So naively I had thought this was done. Now they reported me to the credit agencies (never missed a payment in my life). I can't believe how unprofessional this company has been and I couldn't have been clearer with the sales rep when we signed up.Desired Settlement: Take this off my credit report and zero out my account as they should do.

Business

Response:

The customer paid a buyout on this account on May 20th.

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 began speaking with [redacted] in August of 2014 after failed attempts by my husband as staff continued to turn over. She started out willing to help but that dwindled quickly as all items have not been resolved. After researching and talking to her supervisor, she agreed we were due a credit of $200 for over charges on equipment that had been removed from our system, and that a check would be requested and mailed to us. After not receiving a check in the mail or hearing from Safe Home again, I called and was told that a contract had not be returned to them so they were therefore holding my check until a contract was returned (monthly fees were still being charged and paid via auto withdrawal by them). I stated we would not sign a new contract because it was "extending" our terms 3 years which was something we were not willing to do at that time. Time goes on and many calls in between -- mostly me leaving messages inquiring about the money due to me for over charges. At this point ([redacted]) we are still being charged the higher monthly rate for equipment we do not have installed on our system! [redacted] 15th, she asks about the cell back up (said equipment not in use) -- has the equipment been returned to them? I stated no it was not because their technician refused to take it when he removed it from our home system. She stated the credit could not be sent to us until the part was received back at their location. It took 2 weeks for us to receive a packing slip to return the part to them. As of [redacted] 30th, I informed [redacted] she would need to remove me from auto-billing and I will pay by check because they were continuing to withdraw the higher amount. She agreed, said it wouldn't be a problem. - said we could do quarterly billing by mail. November 6th, I call [redacted] - she states the part has not been received even though my tracking documents show it was received on Nov. 5th at 10:03am. She also stated she didn't receive the signed agreement which was sent back 2 weeks prior (without an extended contract date -- she states she cannot reduce my rate to the appropriate charge amount until that document is received.) November 17th I left a message with [redacted] because I received a letter stating I was turned over to collections for non payment; then I immediately called [redacted] regarding this collection issue and she said she will talk to [redacted] and that our account shows in good standing. Very confusing dealing with this company as their communication is poor (most times a message is left and it is days before a call is returned if not weeks!) Nov. 24th I left [redacted] message that we finally got the bill for the correct (reduced) amount and Dec 11th asked again about my check - She said she will talk to her supervisor. Dec 12th [redacted] called and said her supervisor is sending a check today. Dec. 22nd, no check but received a bill from them. So I then spoke to [redacted] in the "Resolution" department. I told him how upset I was with the way this has been dragging on and that we would like the money that is owed to us AND our services cancelled! He stated that our contract does not expire until January of 2016 and he would have to talk to his CFO & review the account with him and would call me the next day. Today is January 9th, 2015....still no call from [redacted]. Yes, I left a message. No, we still have not received our check.Desired Settlement: We would like our check of $200 for over charges on our account, understanding that we continued to be over charged after this amount was calculated so technically, we are owed an even greater amount. However in lieu of that additional amount, we want to insure that our credit has not been tarnished and we want our contract Terminated Free and clear.

Business

Response:

I have talked to [redacted] and informed her that a check in the amount of $340.70 is being made today. She is happy hearing that. She said there is nothing more at this time. I have also agreed to contact the client within a week to make sure the refund was received, and that nothing more is needed, as she stated she will inform her husband [redacted] of what is being done.

Thank You,

[redacted] Customer Service Manager

[redacted] ext: [redacted] mail to: [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: although it is true they have contacted us stating a check will be sent; we have been told this in the past on numerous occasions. I hope it is true THIS time. Also, I asked to have my contract cancelled and was told that was a different department. A letter has been faxed to the number they provided on 1-14-15 and am waiting for their response.

Until ALL issues have been addressed, I will not consider this "resolved".

Sincerely,

Business

Response:

Rates are adjusted, and check was sent out 1-15-15. I personally made sure of. [redacted] Director of Consumer affairs.

Consumer

Response:

We are getting closer.

Yes, the refund check has been received. I am awaiting confirmation from Erika that my account has been properly closed out. Once this final confirmation is received I will sign off on this complaint.

Sincerely,

Business

Response:

Account was closed 1-31-15 and was contacted and messages left on 2-3-15.

Review: Safe Home Security Inc came into my 86 year old mother's home ([redacted]) knowing she already had a contract with another security company. Pretended they were her security company. There was a need to change her checking and savings account information. This is when I discovered that Safe Home Security was charging her and taking funds out of her checking account automatically as well as her true security company. So she was paying double for the same service with two different companies.Desired Settlement: I would like all funds returned that have been paid to Safe Home Security Inc and for them to stop any and all calls and billing sent to her home location.

Business

Response:

Please give us the dollar amount owed to the previous security company, to pay off the contract. We will issue a check upon receiving a response

Review: I've tried to cancel monitoring and have been unsuccessful. I've never signed a contract with this company, only with [redacted] security 4 years ago. They sent me a letter saying my contract doesn't end till May of next year. How is that possible??Desired Settlement: End service and refund of recent and future charges that have been applied.

Business

Response:

Attached is the agreement which is in effect until May 7, 2016. A written letter of cancellation is required at least 60 days prior to the end of the agreement. Safe Home Security has received a written request to cancel postmarked October 7, 2015. This account is scheduled to terminate on May 7, 2016.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This contract was with [redacted] Security over four years ago. I've never received a contract from Safe home Security nor did I receive notice of the contract ending.

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 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.

I have had problems with the system since I first got it in 2010. The system did not work; the contract could not be broken; the customer service rep refuses to assist. Now they are saying we owe $100.00 a month vice the $50.00 a month. We have paid due to being in the military and not wanting to ruin our credit. The whole thing is a scam. Please help

Very dishonest, and bullies. For 2 weeks I didn't hv an alarm. They promisedyo send a techs. I was able to fix it myself and the I get a Renewal dates 2/16/15. I wrote a letter and cancel allowed them to get paid for March . Now I get a letter stating that my contract is not up until dec 2015. I joined April 2012, they had to come out to change a sensor in December 2012. Since the renewal contract said 2-16 I opted out. The salesman was downright belligerent. I ask to work out 50/50 where I pay for 4 months and be done and was told no. I tried to call the director and instead he had the same salesman call me to give me a lesson in contracts. This company is UNPROFESSIONAL. Bullies

Review: I had sent them a letter on 8/7/13 to cancel my acct effective 9/30/13. They have confirmed w/a letter that it was cancelled on 8/8/13. On 10/6/13 they have debited my checking acct in the amount of $37.99 for payment for the alarm. I called on 10/7/13 and spoke with [redacted]t Safe Home he promised me that he would refund my money back in the amount of $37.99. On 11/7/13, not only they did not refund my money they have debited my account for $37.99. My daughter called them on 11/11/13 to straightened out this matter but only got the run around from these people. She and I, have been transferred several times and still were not able to resolve this matter. My daughter, [redacted] finally spoke with a [redacted] at the office and explained the situation to her, she was supposed to call me back on 11/11/13 to get a debit card to refund the money back but she never called back. When my daughter tried to call [redacted] back today, 11/12/13 a guy named [redacted] answered the phone as SHS, he told him there is no [redacted] working there. I left several messages for [redacted]nd his supervisor [redacted], also another supervisor [redacted] with no response back. I just want my money back. No one seems to want to help me. Resolution Sought: I would like for Safe Home Security to refund back the money owed to me in the amount of $75.98 immediately. Date Problem Started: 10/06/2013Date of Transaction: 10/06/2013Amount in Dispute: $75.98Invoice Number: [redacted]Complaint Type: Refund/Exchange IssuesProduct or Service: Home alarm services.Desired Settlement: Resolution Sought: I would like for Safe Home Security to refund back the money owed to me in the amount of $75.98 immediately. Date Problem Started: 10/06/2013Date of Transaction: 10/06/2013Amount in Dispute: $75.98Invoice Number: [redacted]Complaint Type: Refund/Exchange IssuesProduct or Service: Home alarm services.

Business

Response:

mrs. [redacted] refund was electronically processed on 11/18/2013 in the amount of $75.98.

Review: tried to cancel my 3 year contract with Safe Home Security due to financial stress. THis was in April 2013. They told me I could not cancel until September 2013 when my contract was up. They told me to call back then. I called them back on the first of October to cancel. They told me that since I did not send a 60 notice to cancel that it AUTOMATICALLY rolled into another 1 year contract. I told them I was not told back in April that I had to send anything to them in writing and that I was told to "Call back at the end of my contract". The gentleman I spoke with said that since I did not cancel my contract in time, that it was automatically a new contract and that there was nothing he could do about it. He [redacted]) gave me the option to reduce my monthly payment and defer my payment for 5 months. If I wanted to cancel after 6 months then he would cancel it and void the contract. I told him I did not want to defer anything nor did I want another contract sent. I sent a letter in October as to my complaint and ask that they cancel immediately. Surprise Surprise, no one got the letter. Of course the gentleman sent another contract for me to sign at a reduced rate and A 5 YEAR CONTRACT this time. I was extremely upset and contacted them again in December. I was told by a lady named [redacted] that they never received my first letter and that I should sent it by email. Of course, when I sent out the first letter, I was going to follow up with an email but NO WHERE ON THEIR WEBSITE IS AN EMAIL ADDRESS!! She did however, provide me with an email address and along with the email I sent, I sent a second letter stating that this account was to be canceled. I have explained to everyone that I have honored my 3 year contract with them and I was not interested in any more contracts. They are still insisting that I have to stay ANOTHER YEAR and can't cancel until September 2014. Due to some very difficult health issues, I have a ton of medical bills and tried to stop the service 4 months in advance. Just because I tried to cancel my 3 year contract with Safe Home Security due to financial stress. THis was in April 2013. They told me I could not cancel until September 2013 when my contract was up. They told me to call back then. I called them back on the first of October to cancel. They told me that since I did not send a 60 notice to cancel that it AUTOMATICALLY rolled into another 1 year contract. I told them I was not told back in April that I had to send anything to them in writing and that I was told to "Call back at the end of my contract". The gentleman I spoke with said that since I did not cancel my contract in time, that it was automatically a new contract and that there was nothing he could do about it. He gave me the option to reduce my monthly payment and defer my payment for 3 months. If I wanted to cancel then he would cancel it. I told him I did not want to defer anything nor did I want another contract sent. I sent a letter in October as to my complaint and ask that they cancel immediately. Surprise Surprise, no one got the letter. Of course the gentleman sent another contract for me to sign at a reduced rate and A 5 YEAR CONTRACT this time. I was extremely upset and contacted them again in December. I was told by a lady named [redacted] that they never received my first letter and that I should sent it by email. Of course, when I sent out the first letter, I was going to follow up with an email but NO WHERE ON THEIR WEBSITE IS AN EMAIL ADDRESS!! She did however, provide me with an email address and along with the email I sent, I sent a second letter stating that this account was to be canceled. I have explained to everyone that I have honored my 3 year contract with them and I was not interested in any more contracts. They are still insisting that I have to stay ANOTHER YEAR and can't cancel until September 20014. Due to some very difficult health issues, I have a ton of medical bills and tried to stop the service 4 months in advance. Just because I missed their deadline (which no one even explained that it would automatically enroll me for another year) I can seem to get these people to understand that I can't afford it. I have even offered to compromise and pay for the 2 additional months that I did not want but they still are not budging! I need help with this deceptive company!Desired Settlement: I would like for them to cancel my contract that rolled into another year that started in September 2013. I want them to remove all new charges placed on my account that incurred because of this New Contract that I did not want.

Business

Response:

We have cancelled the account, and will no longer be billing [redacted].

There is a zero balance due.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They did close my account; however, the ONLY WAY they would close it is if I paid the balance of 280.00 (discounted from 325.00) I WOULD NOT HAVE OWED ANYTHING had they cancelled my account when the contract was up back in October when I was told to call back then to cancel. Instead they rolled it into another year and insisted that the only way they would close my account is if I would pay the remaining balance. So no I think they are sm and I reject that they "Took care" of it!

Sincerely,

Business

Response:

We did reduce the balance from $325.00 to $ 280.00, and it is paid in full, the account is cancelled.

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: Salesman stated he was with [redacted] when he was not & presented Me with a contract that I signed because I hdan ot received my new glassesDesired Settlement: Have the contract cancelled

Business

Response:

After carefully reviewing this account with our sales rep. we have decided to release the customer. No further obligations are required.

Thank you.

Consumer

Response:

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

Sincerely,

From: JOHN MC CANN [mailto:[email protected]]

Sent: Monday, November 17, 2014 3:20 PM

To: [email protected]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #10290197

I am satisfied with this result