Safe Home Security, Inc.

Review: Account was closed and paid in full according to the contract in December 2013. I also received an email stating that my account was closed and paid in full and my credit card information was deleted. I stated receiving collection letters month starting in November 2014 in the amount of $122.97. And there had been no contact prior to this. I have made several phone calls to get this resolved with no success. This is now being reported to my credit as a delinquent account which is negatively effecting my credit. My customer ID with the company is [redacted]. I would like this resolved ASAP and my credit repaired.Desired Settlement: Account to be closed and my credit to be repaired.

Business

Response:

This account is closed and has been since early 2014. Credit update requests need to be submitted through the credit bureaus. We report to [redacted] and[redacted]. Both have websites to accommodate credit disputes.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I have an email from [redacted], Account Resolutions Manager of Safe Home Security dated December 27, 2013 that my account has been paid in full and my banking information deleted. I started receiving bills in October 2014 in the amount $122.97 and every month after that. It makes no sense that after 10 months I start receiving bills and even in January received a collection phone call. This was the only time that I was able to explain the situation to a person ([redacted]) and even forwarded that email that I had from December 2013 and still the issue was not resolved and reported to my credit after this. I have called several times and have NEVER received a call back. This was just reported to my credit in early 2014 as I monitor my credit on a regular basis. If the account was closed in early 2014 as stated, then this would not have been reported to my credit as an open delinquent account. This account should have been closed in Dec. 2013. Safe Home Security needs to provide proof that this account is in fact $0 and closed and THEY need to report it to the credit bureaus that this account was NEVER delinquent and is closed.Sincerely,[redacted]

Business

Response:

If you feel something was misreported in your credit file, submit the reports to the bureaus. They will investigate and send us a request which will be facilitated through them, that is the correct process.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I do not totally agree that I need to contact the credit bureaus when the account should have been closed back in December 2013 properly and then this would have not been reported to my credit in January 2015. However, I have submitted a dispute through my credit. Sincerely, [redacted]

Review: I entered into a contract on May 19, 2010. At the time I was single and living in [redacted]. I got married and my husband was active duty military and we got stationed in California. As the outcome of housing was undetermined at that time I had my system moved to my parents, [redacted], home at [redacted] so the system would be utilized. Safe Home honored this and set the system up at this address in June 2011. In Oct 2014 I had spoke to [redacted] and she said the system was not working. A technician helped her over the phone and stated that the module had to be replaced. [redacted] had spoken to [redacted] several times to have a technician call her to set up an appointment and they never did. I spoke to [redacted] at [redacted] ex [redacted] in early Jan 2015 and she stated that she saw the work order had not been completed and was following up. She stated that she would have a technician call me to set up the appointment. This conversation took place on a Thurs and I was told a I would receive a call by Fri. I didn't. I now have called [redacted] on 1/22/15 and left a message, on 1/27/15 and left a message, on 2/3/15 and left message, on 2/9/15 and left message, on 2/18/15 and left a message and finally on 2/20/15 and left a message. As of today I have not, nor has [redacted], received a return call from [redacted] or a technician to rectify this situation.Desired Settlement: Being that this bill has been paid every month on time and the system was being paid for during the months of Oct 2014-Feb 2015 (4 months) while it was inoperable and not repaired promptly I am requesting that being my contract is up less than 3 months (May 19, 2015) that I be allowed to terminate service at this time and have the rest of my contract void and the remaining payments be waived. If this is not agreeable then I request a refund for the 4 months payments that the system could not be utilized, the rest of the contract will be honored and the contract will not renew.

Business

Response:

We contacted a local service vender to perform the service call and creditting the time down. We will also instruct the customer what needs to be done to cancel the account. Any future issues please contact [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.

However, I, nor [redacted], has been contacted with any sort of service call, nor has any credit for down time been applied. They have received a 60 day certified letter stating to not renew my contract and another will follow at 30 days prior to the end of my contract term to insure this contract will not be renewed. I will also contact the company in response to the letter we have received.

Sincerely,

Review: My alarm stop working and I placed a service call. They sent a alarm company out that does service work. They said my alarm was to old to be repaired. They made sign a new contract on 6/1/2015 and they were going to have alarm replaced. The alarm company cancel service call that was supposed to have installed a new alarm. It took them over 3 weeks just to try get somebody out to install. I sent a cancellation letter on 6/19/2015 to cancel service. Now they are sending bills like they are still monitoring and repair bill. I had another alarm company come and install new alarm.Desired Settlement: Cancel that contract they made sign on 6/1/2015. They didn't get the installation done in a timely fashion

Business

Response:

The company will release the customer from all contractual obligations 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.

Sincerely,

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: In July 2012 I began to have problems with my security system because Time Warner, phone service provider, stated that the alarm system was shorting out the phone line. As a result, I called Safe Home Security because the alarm system uses the phone line. Safe Home Security stated that in order to fix the problem I would have to purchase cellular line service at an additional cost of $17 each month. I informed them that this was unacceptable, as it was greater than the $34.99 monthly payment as stated on the contract. After a number of phone calls complaining about not having service with Safe Home through approximately October 2012 the issue was never resolved because Safe Home said that this was a Time Warner issue. The complaints continued without service being provided. This could not be a Time Warner issue since Time Warner was my phone service provider prior to Safe Home Security installation. I have not had Safe Home Security Service since August 2012 although I continued my payments to Safe Home through January 2013. Safe Home Security believes that I should honor the contract through August 2013 even though they are not honoring the contract amount since they refuse to provide alarm service without the cellular line at my expense of the additional cost of $17 per month. Effective November 2012 I had a new alarm system installed by another provider.

Product_Or_Service: Home Alarm System

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Refund of payment from August 2012 through January 2013 and the contract with Safehome Security ending effective July 2012.

Business

Response:

Business Response /* (1000, 5, 2013/05/14) */

Contact Name and Title: todd Lary customer servic

Contact Phone: XXXXXXXXXXX

Contact Email: [redacted]@safehomesecurityinc.com

I offered client a credit of 6 months of no payment. she informed me that she is already with another company. I let her know that we could not remove the agreement.

Business Response /* (1000, 8, 2013/05/17) */

In speaking with the client we offered 6 months of non payment and a complete system installation of the part that is needed. I offered the cell back up which retails at $199.00 for free, then a 6 month credit at a monitoring rate OF $34.99 which would be a total waived cost of $408.94. she declined my offer

Consumer Response /* (3000, 11, 2013/05/20) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

For 6 months (8/2012 - 1/2013)I paid for the alarm service without receiving the service. For 3 of the 6 months I called attempting to resolve the issue. Because I had no service I went with another alarm company. To accept their offer means breaking a contract with another company. If this had been offered during the 3 months that I complained I would have accepted the offer. Safehome broke the contract with me by not providing me service and honoring the monthly contract amount. Safehome contends that this problem is a result of Time Warner Cable changing/updating their system which is not compatible with Safehome equipment. Time Warner has the right to update their system and this certainly is not an issue that I the customer has to pay for.

Review: In July 2012 my room mate forged my signature on a Safe Home Security contract without my knowledge. Safe Home came and installed a system while I was at work. When I came home the technician was gone and there was a contract on the table signed by my room mate with my name on it. At the time my room mate was paying for the security so I allowed the system to stay in the house. Once he moved out and stopped paying I tried canceling the security system without any luck. I called multiple times and never received any return phone calls. It has been a year now and I will be selling the house. When I contacted Safe Home to let them know I would no longer be the home owner and that I did not sign the contract to begin with they said that the best they could do is lower the contract by 5 months once I send them the sell agreement. This would leave me paying for an alarm system I will not be using until February 2015. I explained to them that this is fraud, I never signed a contract therefore they could not hold me responsible. I was told that this was a dispute between me and my old room mate and that I was locked into the contract. I never saw a technician in the house and I never signed a document. I asked how they could let this happen without checking ID or anything and was told it is not their responsibility to verify who the homeowner is. They basically told me that essentially I could sign my neighbors up for an alarm without their consent and they would be held responsible. This is complete fraud and I want nothing to do with this company. They are untrustworthy and absolutely do not care about their customers. I am a victim of identity theft and this company needs to be held liable. Once again, in the last year I signed nothing and did not physically see any technicians in my home. Their equipment is faulty and their customer service is horrible.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

A desired settlement would be for this company to take my name completely off of the contract and cancel it without any fees. I do not deserve to be held liable for this companies negligence.

Business

Response:

Business Response /* (1000, 5, 2013/06/07) */

Contact Name and Title: [redacted] A. [redacted] VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

By the customers own statement she acknowledges knowing about the alarm and the contract the day it was installed. Now 1 year later when the roomate has moved out she now claims fraud. This should have been attested to the day it occurred if she did not OK this. Consumers have a 3 day right of recission when agreeing to contractual terms. I would advise the customer to press charges against her roomate if she believes that she signed her name. I would caution her however that it seems like it was condoned until she no longer wanted to have the alarm. I can offer 2 options. Pay the alarm monthly until expiration or pay us our breakeven cost of $940.81 to cancel the remainder of the contract term. Our company will not take a loss when this could have been rectified within a reasonable period of time after installation.

Review: Explanation of complaint:I changed my home security system from [redacted] to Safe Home Security in October of 2012. The system stopped working in November. I called to schedule a technician to repair it and was told I would receive a call back from the scheduling department the next day. After not receiving a return call I called back and was given the same statement. After not receiving a return call I called back again. I explained to [redacted] that I would like to talk to the technician and was told that was not possible and she would have the scheduling department return my call. After calling every day for two weeks I finally was dispatched [redacted] came to my house on December 27th 2013 and told my wife he did not know how to fix the system but was more than happy to charge for the visit. I then called [redacted] the manager and discussed this situation with him. He said he would have a more competent technician come out to take a look and I would get a call back from the scheduling department the next day. After not receiving a return call I called back again and was told that my system was not compatible with VOIP and I would need a $200 cell dialer and additional $10 a month fee to make it work. I agreed and asked for it to be installed. [redacted] stated that she would send it to me and as soon as I receive it to give her a call to schedule a technician to install it. Of course I have not received it. The alarm system worked for the first month without the cell unit and seems to dial and connect with both my fax machine and my cell phone just fine with existing equipment and phone line! And my current alarm company had no problems connecting my existing system with the existing phone line, on the first call, first time! After further research I have found this practice of deception, failure to repair and illegal contract renewal is standard practice for Safe Home Security, as supported by:Connecticut Attorney General's OfficePress ReleaseSTATE OF CONNECTICUTNEWS RELEASEATTORNEY GENERAL [redacted]Desired Settlement: I will accept all monies paid to Safe Home Security (SHS) refunded (Total of $277.00) A letter from SHS stating my account is paid in full and is closed, sent to me and reported to all credit bureaus and that any previous negative reports were at SHS's mistake.

Business

Response:

Mr [redacted]:

It is unfortunate that after all the correspondence that we had over the past months that you found it necessary to go to the Revdex.com to resolve your issue.

As I stated in my memos to you, I apologized that we did not have a more experienced technician that would be able to do the repairs and would get you serviced by another technician. I asked you to furnish me with dates to do the repair to your system and you refused. All you wanted was to be out of the agreement. As I stated, I will no be able to cancel your agreement. My goal was to get your system up and running and continue to provide the excellent service you were accustomed to. If you want to cancel your agreement you will have to buyout the agreement. Your agreement ends 10/17/2015.

Regards,

Customer Service Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Original security system bought from Security Forces Inc subsequently assigned to Safe Home Security(SHS). Original contract for 3 years beginning in 2008. Unit needed servicing in 2010 with a service charge. Tech said future service charges could be avoided if I add a fee of $10 per month to my bill. The charges for service were being drafted from my checking account. I told the tech I would like to do that and he told me I had to sign for them to change the amount being drafted from my account. I told him I WOULD NOT SIGN FOR AN EXTENSION OF MY CONTRACT AND HE ASSURED ME THAT I WAS ONLY SIGNING TO CHANGE THE DRAFTED AMOUNT. In May 2014, I decided to purchase a new system from another agency. The original SHS unit was disconnected and a new unit was connected. Due to misrepresentation, this new unit was removed the next day. I called to have my original unit reconnected (it had been paid for the month of May including the service contract) and no one came to repair it for 12 days. I had asked about an updated unit (this one was 6 years old) but the tech did not come with one on his truck and told me there would be an $89 charge to restore service. I told him I had a service contract and there should not be a charge, he insisted there would be a charge, so I did not let him hook up my old unit. I contacted another security system to come install a new unit. When he arrived, I called SHS to inform them of my choice, they told me that I would need to buy out my contract which they said I extended for 5 years when I added the service component to my bill. The charge would be 15 months of remaining service plus an 18% carrying fee that would total $707.83. I HAD NOT SIGNED A CONTRACT EXTENSION TO MY KNOWLEDGE, BUT THEY TOLD ME IT WAS IN THE FINE PRINT WHEN I ADDED THE $10 FEE. SHS HAS STILL NOT RESTORED MY SERVICE,THEY TELL ME IT WILL NOW COST $199 TO GIVE ME A WIRELESS SYSTEM DUE TO THE DISCONNECT. SINCE I HAVE NO SERVICE AND NO SYSTEM, I MAINTAIN THERE IS NO CONTRACT. I WISH SHS OUT OF MY LIFE.

Product_Or_Service: HOME SECURITY SERVICEDesired Settlement: DesiredSettlementID: Other (requires explanation)

I WOULD LIKE A CREDIT FOR THE UNUSED PORTION OF MAY THAT I DID NOT HAVE SERVICE. I WOULD LIKE FOR MY CONTRACT WITH SHS TO BE TERMINATED IMMEDIATELY WITH NO ADDITIONAL COSTS, NO MORE DRAFTING OF CHARGES FROM MY ACCOUNT, AND NO DUNNING OF MY CREDIT RATING. I HAVE HAD 6 YEARS OF TOTAL SERVICE TIME WITH THIS COMPANY WHEN I ORIGINALLY CONTRACTED FOR THREE YEARS. I AM 87 AND THIS HAS BEEN A MAJOR STRESS TO MY SYSTEM.

Business

Response:

Customer was contacted and an appoinment was set to service the system. She will continue with her present agreement terms

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is a partial resolution. I was told that I would be issued a credit for the month of service I did not have while trying to resolve this problem. My service has been restored with no contract extension. I am waiting to

see if the credit is issued to my account.

Sincerely,

Business

Response:

Yes a months credit for May will be issued. Thank you for your willingingness and cooperation in resolving this matter. Any other questions or issues, please do not hesitate to contact our office

Review: reached them recently and sent information requesting cancellation of services at my previous address because I sold that house on june 25.I submitted to them copy of the closing hud also to proof the transaction.they are saying I have to keep paying for a service I no longer receive.they are rude and wants to force me to finish a 3 year contract.incredible the way this company make bussiness.I need your help to finish my relationship with this company.I don't agree to keep paying for a service i'm not receiving.I don't want this company to hurt my credit history and they are telling me they will take me to collection.don't believe this is a fair way of dealing with costumers.when you deal right you don't give hard time to your costumer.could you please help?the account number is [redacted].their phone number is [redacted].thanks for your help.[redacted].Desired Settlement: woul like the account to be close inmediatly without charging me any more.closure as june 2014 when I informed them.

Business

Response:

Customer signed a 3 year agreement in 2011. When a customer cancels early for any reason teh contract calls for a 90% buyout in the primary term. In this case teh customer owes $95.83 to cancel. Please call us ###-###-#### to make final payment and close the account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:i'm not cancelling for not reasons.I called themm,also wrote them asking to stop services because we sold the property.this shoulb be enough to finish the contract.they want me to pay for a service not been provided.this is not fair.when you power companies,cable companies or any other utilities companies you pay until the last day of service.they make a contract to hoild the customers prisioners.this shoulb be ilegal in a country of liberties.i'm just asking the Revdex.com bureau to help me to solve this matter fairly.would you like to p[ay for a service not been receive? thanks for your help

Sincerely,

Business

Response:

A 36 month agreement was signed on this account. Regardless of any reason, we collect 90% to term for early cancellations. This represents our break even point on contracts in primary terms. We could go with 100% but do not. When you sign an agreement you must honor the terms and conditions. It is not a matter of fairness it's a business. Please see our previous response for the final balance due to cancel.

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.

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: 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 signed a contract with Safe Home Security for 3 years of service. The contract was up on March 2015. I sent a letter to the address listed on the contract with my 60 day notice to cancel my service as is the policy stated, to the address listed on the contract which is in [redacted]. When I called they told me I should have sent the letter to the home office in [redacted], so they would not cancel my service and in fact had renewed my service for another year. I explained to them that I had no way of knowing that the letter should go anywhere but the address on the contract, but they are not interested, and will not let me out of my contract. Also, when I signed my contract, I gave them my debit card on an account I use to pay bills. This is the debit card listed on the contract. When I started researching what they were doing, they are taking the money from a second bank account, not the one I gave them. I would like to know how they came to have my primary bank account information. I have cancelled my cards and put a stop payment on the account. Now I am receiving bills by mail that are higher than my monthly bill has always been.Desired Settlement: I want this contract cancelled as promised by this company. I have met my responsibility. I want them to honor their contract. I also want information on how they came to have my bank account information that I did not give permission for them to use.

Business

Response:

The company is prepared to release the customer from their contractual obligations at the receipt of one month's payment ($45.99) to bring them current to the end of their agreement. After that payment is received, there will be no further billing due, and the account will be closed.

Review: I had contacted Safe Home Security because I'am having issuse's with my Security and they basically they broke the Contract because they didn't want to send out a Techician out to the my house to try to figure out was going on I had to call in 10 times if not more and still nothing has been resolved and also they never came with the Security Camera's that I had asked for either at allDesired Settlement: I would like a Refund back when they installed the Equipment into my house and all of the Montioring Fees that I have been getting Charged for as well

Business

Response:

This account placed a request for service on 9-15-15. The service call was performed on 9-22-15. The technician noted that he relocated the alarm panel to the account's desired location. If additional equipment is needed, the account may call our customer service department at ###-###-####.

Review: My security alarm began a continuous beeping signaling a low battery on Friday, September 25, 2015. I contacted Greg at Safe Home Security at 2:15 pm. Greg told me he would order a new battery and a service tech would contact me within 24 to 48 hours to set up an installation date. There would be no service call fee, only the quoted price for the battery purchase. The next day the system began a continuous beeping every 4 hours signaling a low battery. At 5:40 pm on Saturday, September 26 I called Safe Home customer service to ask how to get the alarm to stop beeping every 4 hours. Ethan spoke to me with no solution, transferred me to Jackie, who told me to press my code and then off twice, which I was already doing. She said there was no way to stop the every 4 hour beeping except to completely turn off the system. After listening and being awoken to the beeping every 4 hours for the next 2 days, I again called at 2:40 pm on Monday, September 28 and spoke to Anthony, who promised to email my original contact Greg and the dispatch team to remind them to set up a battery installation appointment with me. Anthony then transferred me to Michelle at ext.[redacted] for further help. I left a voice message for her explaining my problem. Michelle returned my call the next day and left me a message to call back. On Tuesday, September 29 at 1:30 pm I again tried to reach Michelle and left a voice message. She did return my call later that day and told me that no service technician would be coming to install the battery and didn't know why I had been told that information. She said for me to wait for the battery to arrive, then call back and the customer service rep would instruct me on how to install the battery. Michelle quoted me a different price for the battery than Greg quoted me on my first call. Michelle then tried to sell me an upgraded service, which would extend my service contract and didn't understand why Greg had not mentioned this upgrade previously. I declined. She could not track the battery because apparently it had not been shipped yet. I was told to unplug the alarm system at night so it would not beep every 4 hours. Michelle told me that she had been very busy moving to a new office and that her phone extension had not been moved yet. I told her that I felt as if I was getting the runaround - each person tells me something different. After waiting a week for the battery to arrive, I tried to contact Michelle at ext. [redacted] on Monday, October 5 at 11:30 am and 4:00 pm. Both times I had to leave voice messages. After not reaching Michelle, I did speak to Becca in customer service. She reported that the battery had been delivered that day at 10:33 am by [redacted]. I told her the battery had NOT been delivered to my home. Becca said that she would check with the parts department and call me back. I NEVER received the return call. After again checking my front porch, between the front doors, and with my neighbors for a [redacted] package, I left a third voice mail for Michelle. After receiving NO return call from Michelle, I contacted Safe Home Security on Tuesday, October 6 at 1:30 and asked to speak to a supervisor or manager. The customer service rep, Brittany Mosby ext. [redacted] would NOT transfer me to an authority figure, but wanted to try to help me. She told me that 2 batteries had been ordered - one to be delivered by [redacted] and one by [redacted], which had been delivered and signed for. I asked who had signed for it and she replied with an unfamiliar name who does not live at this address. She was going to speak to Greg (my original contact, who apparently is a manager) and then call me back. She speculated that it might have been delivered to a service tech. (Wait, I thought Michelle told me that I was to install it myself and there was no service tech coming!!!!) Brittany did offer me a month of free service because of my frustration over this problem. That afternoon I received a voice message from Brittany asking me to call her back. I also received a message finally from Michelle asking if I had received the battery. I returned the call to Michelle at 6:00 pm, and left a message asking her to communicate with Brittany, and no, I had not received the battery, and should NOT be charged for the 2 batteries that were ordered and NEVER received. In the meantime, my alarm system battery went completely dead, alarms and beeping went off together and my code would not stop them. The system is now unplugged permanently and I am without an security, fire, and smoke alarm. Today Wednesday, October 7 I have left 2 voice messages for Brittany ext. [redacted] at 10:45 am and 2:45 pm and 1 voice message for Michelle ext. [redacted] at 2:46 pm. Neither has returned my call. I am very frustrated with their lack of customer service and communication and can only imagine what I am going to see on my credit card statement. I do not think that the customer service reps know what each other are saying to the customers, thus we get the runaround. Right now I have NO alarm system, NO battery, and NO returned phone calls.Desired Settlement: Safe Home Security needs to send a service tech to install my alarm system battery, then test the system to make sure it functions properly. This should be done ASAP. I should be charged for only 1 battery (of which I've been told 2 differing prices), and NO service call charge. I will receive the month of free monitoring, as promised by Brittany. An apology for the runaround and frustration caused by the lack of customer service and communication would also be much appreciated.

Business

Response:

Account #: [redacted]

To whom it may concern:



It was brought to our attention that Mrs. [redacted] has filed a complaint against Safe Home Security Inc. It seems that she was having issues with her system beeping due to a low system battery. One of our customer service managers Greg, actually spoke to her where he informed the customer that he would ship the battery to her and set a service ticket for a technician to install the battery at no charge because the customer was uncomfortable in changing it herself.

Mrs. [redacted] called back because she was aggravated by the beeping that occurred every four hours. The customer spoke with a customer service representative by the name of Michelle who informed the customer to wait for the battery and call her and she would walk her through on how to install the battery and also pitched a system upgrade due to the age of her system but the customer declined.

In addition, the customer continued to callback before the account was transferred to a customer manager and back to her original contact, Greg. The manager apologized to the customer for any inconvenience she experienced and informed her of his extension once again. Greg contacted the technician and provided the customer with a service date. Due to the inconvenience the customer experienced, the charge for the battery was waived and the customer was provided a credit to her account. Greg also informed the customer that is she ever has any issues to please contact him directly and that we value her as a customer.

Gregory M[redacted]

Customer Service

Safe Home Security

[redacted] CT. [redacted]

###-###-####

mailto:[redacted]

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 a contract with Safe Home Security that expired in May of 2014. This contract was with my previous address located at [redacted]. I purchased my new home and moved into my new home in April of 2014. Since the contract was up in May of 2014 I was ok with SHS charging my acct the additional month. I did notify them in advance via email of cancellation when the contract was up. However they did not cancel the acct and continued to charge my card. I disputed every charge and eventually even changed my credit card number thinking that would work. They managed to charge the new credit card number in which I did dispute again and fought to have SHS banned from charging my card. That finally worked and they then began sending me paper bills. I called them personally a few times to dispute it resulting in each call for them to "call me back" because not even the billing dept could explain to me why they were still sending me a bill. I never received any calls back from them. The last call I made a woman came on the phone ( I am assuming the mgr) after speaking to another person who again could not explain to me why I am still being billed especially having not lived in the residences since 2014. This woman came on the phone and after telling her I refused paying for it yelled that I need to pay my bills then hung up me. SHS continues to send me a bill for monitoring my home at an address I dont even live at after I sent written notice of cancellation back in 2014. They are also billing me a late fee for not paying this bill. I followed company orders to send my written request prior to the expiring contract and till this day they continue to charge me monitoring service and I dont even live at that address anymore.

Business

Response:

The account is being cancelled and there is no further obligation. Please allow 30 days for the process to complete and ignore any further correspondence recieved prior to that time.

Wow, I wish I would have checked here first. I got this service in 2010. I notice they had a lot of 3rd party connections that I thought took a lot of time to get back with me when I needed assistance. In oct of 2015 my service failed to work. After calling I was told someone would get back with me in a WEEK. This seemed like a long time to me especially now my family is at risk due to no alarm system. After a week I received no call. I called back and was told I need to wait another week to get assistance. That Friday I called another company [redacted] and they were out that Saturday to install a new system. A week later I was called and ask why my service was not working. I told them I had to get someone else to secure my property. They then decide to tell me that I was going to receive 6 months of free service for being a loyal customer. A month later I was informed by mail that even though they did not service my home within reasonable time I would still owe for the remaining 6 months. After calling them and explaining what took place and that they said they would give me 6 months of free service they said they only applied if I stayed with them and that I still owed them for the 6 months even though they failed in their agreement to secure my home. They even had the nerve to tell me that I should have informed them of the company I go to secure my home so they could connect with them and have them install it under them so I could keep the contract with them. Very bad negative experience. There have been other poor customer service situations but this one was the one that made me say I have had enough.

Review: Safe Home Security representative deceptively contacted me stating that they were [redacted] security systems wishing to upgrade my present security system. The technician came to my house removed my [redacted] system and installed their own. All the time I believed that it [redacted] upgrading my system. I was still under the impression that I was signing a contract with [redacted] when the installer told me to sign for the work done. I ended up paying for two security systems because I was still in a contract with [redacted]. The system was also worst than my previous system. My phone line was also down for days due to faulty installation.Buyer beware!! Stay away from this company. I notified them several times about the matter. All they care about is money and collecting by all means neccessary.Desired Settlement: I want the contract/ service cancelled as I have been requeting this since the beginning or start of the contract. All my requests for cancellation as been ignored. I wrote several letters requesting cancellation which has been ignored.

Business

Response:

The account has been canceled, per the customers request.

Business

Response:

THE ACCOUNT WAS WITHDRAWN FROM [redacted] 30 DAYS AGO I WILL FOLLOW UP WITH THEM AGAIN. THE CREDIT HAS BEEN REPAIRED

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: After having this useless security system in our house and paying a fortune month after month, we decided to cancel our account. They wouldn't allow us to until we sent a letter, but we couldnt afford to make the payments and keep our home. So a nice man in the company removed our bank information, so the charges accumulated. Some time later, we sent the termination letter and we still get mixed responses about whether they recieved the letter or not. Our outstanding balance was approximately $800. We first arranged a settlement for two payments of $200+, however, the debit card to be charged for the payments was lost and cancelled. When the card was cancelled, we sent an e-mail to the man who arranged the payment plan, Mr. [redacted]. He never responded even though the first payment was scheduled to go through before the date of the cancellation of the card but never happened. So after that we kept receiving phone calls from [redacted], a debt collector who works under Mr. [redacted]. And he would not help with the payment plan. I eventually got back in touch with Mr. [redacted] and we settled on two payments of $219.50, both payments which have been made. He promised me that after the payments were made, the account would be closed. However, even after the first payment of $219.50 was made, we received a letter from [redacted] looking for the full $800. We have been receiving excessive phone calls from the debt collector of the company, [redacted]. The account should be closed at this moment. I have sent Mr. [redacted] two emails and he has not responded about the status of my account.Desired Settlement: I would like to verify the closing of my account with this company and for them to receive notice that we do not want to be contacted by the company, especially after receiving a phone call from a sales rep asking why we were leaving the company and trying to sell us another contract.

Business

Response:

The final payment was scheduled for 1/16/2014. The account was sent to cancel and teh customer will not be contacted again.

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,