Safe Home Security, Inc.

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: 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'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: 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: 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: 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: 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: 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: 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: 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 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: 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: 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: 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: 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 have been a safe home customer since I bought my home in June 2011. Recently, I requested that I disconnect my service. I called in and spoke to a representative and he told me to fax in a termination letter. I faxed it in and received a rude phone call today on 1/27/2016 from a phone rep who said I am locked into a 5 year contract with Safe Home and can't disconnect and I signed it this past fall. I have no copy of this contract I signed something last year to lower my monthly payments not aware or properly informed that the contract would be for 5 years. I asked the lady on the phone to please mail me a copy of this contract. She said Why? in a rude manner and threatened that I need to pay them or be sent to collections. I want to pay for my services before my cancelation and I'm disappointed a company would say we are helping people lower their monthly payments but leave out that you are locked in for 5 years. I was deceived and it's not fair.Desired Settlement: I want out of this contract because I was misinformed and never provided any contract or paperwork stating I was locked in for 5 years. I would like to pay my balance for November 2015 and December 2016 and part of Jan. 2016 so satisfy the services I did use. Also, an apology from the RUDE customer service rep. If not, I plan to take this matter to court.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I am rejecting the offer because looking at the contract my signature is forged. I don't sign my name in that manner. Nor do I use my middle initial. Again, the representative offered to lower my bill to 45.00 a month via telephone which I have paid on time except for the last 2 months (which I intend to pay) I am very saddened that the reps signature handwriting and my (fake signature look exactly the same. Nice Try. [redacted]

Sincerely,

Business

Response:

Attached is all the [redacted] correspondence clearly indicating the customer knew what she was agreeing to. Furthermore hundreds of dollars in back balances were waived in exchange. In addition due to an error when the new contract was processed the customer recieved an additional 10 months of free service. We are not cancelling the contract but the customer does have an option to pay 90% to term to buy it out early.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

That's not your signature. It's an electronic signature. You emailed it over to us after you agreed to it. Nothing further to add here. Please see original response.

Review: I had two issues with this company...1) One was that I had a 6 year contract with Safe Home Security, and at the end of the contract, I called them to prevent them from renewing the contract for another year and was told that since I didn't submit it in writing (even thought I called within the 60 days towards the end) they would not honor my request, and I was forced to pay for another year.2) The other issue which is currently on going is that I have gotten a new security company, but they can't dial into my system and do maintenance on it because of the access code that Safe Home Security will not change.I'm being told by my current security company that Safe Home Security can just change it to the default setting (all of the security companies do that) and then my new company can put their own code in.This is very unfair,especially since I have paid for the system.Desired Settlement: I would just like my access code on my home security system reset to default

Business

Response:

[redacted]To address the two issues:

We appreciated your continued service at SHS but as you know the agreement is very clear on how to proceed with you wish to cancel your service.

You needed to have in letter in writing of cancellation 60 days prior to your expiration date. A phone call is not sufficient.

As far as another company coming in to program or access the panel the codes in the system are proprietary. No alarm company will give the the codes out to any other company. In addition it is interesting for you to know that most alarm companies would be replacing that panel with a new one so that you know that you are the only customer that has had that panel and the codes were not compromised.

Please understand this is done for your protection.

Regards,

Customer Service Manager

Consumer

Response:

Review: 10239706

I am rejecting this response because: in speaking with the security company I'm now using named [redacted] , they state that you can set the access code to default, and any proprietary information. is not taken.

They say they do it all of the time, without any backlash ,when customers want to leave.

It is just good customer service, which I agree.

They did tell me that some companies, don't follow that policy, and I guess SHS is one of them.

This why I left SHS, because buy forcing me to go another year, they lost me for good.

I sent the formal letter to leave them, but had to pay for and extra year, that I didn't want.

I had already paid them for 6 years of coverage.

Now they are holding my system hostage.

It is funny, I called and left a few Voice mail messages with this [redacted], and he never returned any of my calls, and now he responds, because I went to the Revdex.com.

All I want is to have my system back, my new company can't do any maintenance on it, because, SHS will not allow them access to the box.

.

Sincerely,

Jeffrey Richard

Business

Response:

I am sorry that you feel that way about the service we have given you but we are not going to change our stand on giving out the access codes to competitors. If they were an up standing company they would be giving you a new panel and not asking for the codes.

Regards,

Review: I am writing this letter on behalf of my parents: [redacted]. February 2013 my parents signed a good faith contract with Safe Home Security. Recently they have had problems with the fire alarm beeping even after changing batteries. This alarm is hard wired and can not be disconnected. On 9/11/2014, my father called Safe Home and advised them of this problem and were told someone would contact them but no one ever did. My parents called again each day for the past five days and can not get anyone to help them. Each time they call they keep getting told someone will call them within a half hour and no one calls. The representatives are very nasty to them. My Dad is 90 years old with severe heart problems and my mother is 80 and recovering from a stroke. I have noticed from the companies [redacted] page that this is not the first time the Revdex.com has been notified. Please help. Is there anything you can do?Desired Settlement: We would like to have someone come out and correct the problem and if possible get them to release my parents from this contract based on breach of contract.

Business

Response:

The customer's zone that has the low battery is a window sensor, not a smoke detector. The system will continue to work with a low battery for up to 3 months. If the customer's smoke detector is beeping, it may be something else. It is impossible for a hardwired device (any device, not just Safe Home) to have a low battery. With that said, we had set the customer up for service, and worked on getting a sooner appointment for the customer. Thecustomer is currently set to be serviced tomorrow (9/16/14)

Review: Safe home is my home security system which went out of order in May 2015 after many many phone calls, texts, etc no one has come out to fix my alarm but they continue to bill me and now have sent it to collections. I have notes on all phone calls and have saved my text messages. After all the one way phone calls, (me calling them and them promising to have someone come out) but no one ever shows. I have had so many apppointments set up with them and no one shows or calls. Finally I called the local company here after talking to Sean at Safe home (he told me who to call here) the company was [redacted] Alarm, they said they will not come service my alarm as they (safe Home) was not paying there bills. I have talked to so many people at Safe Home and no one follows through. This is the second complaint I have made to the Revdex.com. I hope something will be done this time.Desired Settlement: I want them to fix my alarm and get it working like promised and credit me for all the months it has not worked or cancel my contract with no further money due from me to them.

Business

Response:

We have contacted [redacted], and we are sending out a new technician to service the alarm, and credit the account for all of her downtime.

Consumer

Response:

I have heard from Sean he called me two days ago telling me he would credit my account for all Down time and would call me right back as he had a new person in my area. He asked me whe. I was a a available and I told him. He has told me so many times that he would have someone out to my house that until it happens I don't believe it. Still waiting for his return call and an appointment time.

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 cannot even tell you how disappointed and frustrated I am. I had an alarm event at my home and no one called me or the police!I tried everything possible to contact my alarm company ([redacted]. I called the 800 number on the yard sign. Disconnected. I looked up the phone number for them in **. Disconnected. Then on the internet, I found that the company [redacted]) had filed for BANKRUPTCY in 2012. No further information. The Revdex.com stated that mail was returned and that it appeared that this company was no longer in business and recommended contacting an attorney.All the while, I had gone merrily along thinking that I was getting the service that my bank account was being debited for--a 24/7 monitored alarm system hard wired to my home phone.Needless to say, I went to my bank and stopped payment and immediately paid $1200 to get a new MONITORED alarm system.Today, I got a nasty LETTER from a company I had never heard of before--Safe Home Security IncI called immediately. I spoke with FOUR people (the 800 customer rep, then [redacted], then [redacted], then finally [redacted]). No one can do anything about the problem except tell me that I signed up with ** back in 2011 and owed the balance of the contract. ** had filed for Chapter 7 in the State of **. And this company says they have a contract from ME??? I have had no service from Safe Home Security.. And they state: "There is no record of any alarm events at my home."Desired Settlement: At this point, I am out the $500 I have paid via monthly debit for a monitoring service that I did not receive for the last 2 years as well as the $1200 I had to pay to a new company.They have taken money from my account for a service that I did not receive and they refuse to address the issue in any constructive way. At the very least, they should close the account as I have requested. And stop trying to collect for a service they are not and did not provide.

Business

Response:

We will cancel this account. Please allow 30 days for the cancellation process to complete.