Safe Home Security, Inc.

Review: I signed a three year contract with Safe Home Security Inc. 03/2007 for a Home Security System and Monitoring Service. I continue doing business with Safe Home Security without signing a new contract until 11/2013.During the last year I contacted Safe Home Security's Customer Service and requested a quote on a new wireless system. At that point I started getting quotes from other Security Companies. I contacted Safe Home Security and tried to negotiate a competitive price with them but they were unable or unwilling to match the quotes from other Security Companies that I had contacted.At this point 11/2013 I contacted Safe Home Security Customer Service and advised them by phone I was cancelling my service with them and asked what and how I should do this. I was told by a Customer Service Representative to send a EMAIL to [redacted] stating the date of cancellation. I sent the email as requested. I also paid for the service thru the month of November. The month of December I received a bill from Safe Home Security for that month plus a late fee and several other charges. I immediately tried to contact the customer service department and each time I called I was put on hold and no one ever came on the phone. I finally called a few days later and when the representative came on the phone and took my name and number he then disconnected the call, that was after I had been on hold for 30 min.I again sent Safe Home Security another email and stated everything that had happen with my account. I received no response now each month they are sending me a bill with added charges. I have sent them emails, and also regular mail copies of all communication I have had with them.Yesterday 03/03/2014 I received a phone call from a Customer Representative asking what I was going to do about this payment which is now $280.00. I explained to her everything I have stated here and told her I was not under a contract with Safe Home Security and I had tried to work with them.Desired Settlement: Request Safe Home Security to abide by my cancellation notice and paid in full statement that I provided to them as requested in November 2013.I do not owe Safe Home Security anything, they are paid in full and I am no longer a customer...

Business

Response:

Please be advised the account has been canceled, with no past due balance or further obligation to safe home security. We apologize for any inconvenience.

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: In 2011, I had a friend set up a security system for my new home. I had SHS install a wireless system with a 36 month contract. I had to have them come back and put in a 2 window breaks and a fire alarm because I had nothing but 3 door sensors & the motion detector (now unusable) included. I had to hound them for a bill for the equipment and service which finally came in for $800+. I paid this and asked to be billed monthly through automatic payments with my provided bank info. 2 months later I received a late notice for a quarterly payment(this was my only notice). I paid this & again asked for the monthly payments. Same thing happened again with an amount that didn't add up correctly & couldn't be explained. The company waived this & finally put me on monthly payments. I called asking when my contract would expire because I was not happy with any of the service and billing problems & was shocked that it was for 60 months. I was not there when it was installed so I signed and sent back the contract at a later date but I remember it was supposed to be for 36 months. SHS emailed my signed copy that said 60 months. Also during this time I have had problems with being unable to use my motion sensor because of my cat, the glass breaks going off for shrieks, balloon pops or when a cabinet door with glass inlay closes. Now I have found a serious life and property threatening problem. I had left something on the stove on 2 occasions while home & only discovered it by luck before a fire started. The smoke alarm never went off possibly because it was not installed in the correct area of the home or maybe it doesn't work. If it had worked, I would have only been able to escape with my 4-yr-old out a bedroom window and lose my entire home, if not I don't want to consider what would happen. I am a former firefighter so I know a little bit about this. I have emailed the company with these complaints on 12/20/13 with no response to date & asked to be released from my contract because of all the problems.Desired Settlement: End my contractual agreement with no further cost, equipment is owned by me. They are not fulfilling their contract to protect my life and property. I have asked the company previously to end my contract after the billing problems caused problems with my finances and I was unable to use/rely on a good portion of the protection they were providing and was denied.

Business

Response:

Regarding your smoke detector issue, smoke detectors are not

placed in the kitchen for just that reason. If you or anyone burns something on

the stove the smoke detector would go off all the time and therefore the fire

department would be dispatched unnecessarily. False alarm charges could run

into the hundreds and we wouldn’t want that to happen.

A heat detector can be installed to detect high heat in the

kitchen. Now I must tell you that once a heat detector goes off, the device

cannot be used again and must be replaced. It is similar to a sprinkler

head on a fire system. Once the element on the sprinkler melts away the water

would come through the head and ultimately put out the fire. The heat detector

works the same way, without the water of course. If you would like I will

install a heat detector in the kitchen free of charge. While the technician is

there I will have him make sure the motion detector is set for a pet alley.

Hopefully that will remedy your cat issue. If that doesn’t work we will have to

look for other options to solve that issue. I addition we will make sure the

glass break sensor is working properly. Please let me know so I may set service

as soon as possible.

As far as releasing you from your agreement I wouldn’t be

able to do that. The agreement you signed was for 60 months.

My goal and Safe Home Securities goal is to keep you safe and

secure in your home and provide you with the service you would expect from a

reputable home security company.

Respectfully,

Consumer

Response:

I received this message (bottom of page) in my email before the Revdex.com let me know the response and I sent this back to the company. Were they supposed to contact me directly or do we wait for the Revdex.com to send the messages? Thank you.

Sincerely,

Review: [redacted]

I am rejecting this response because:

[redacted]

Review: I closed my account with Safe Home Security at the end of my contract with the company in March of 2014. I submitted termination multiple times; starting in 2012. Termination was submitted verbally, in writing and via email and was acknowledged by Safe Home Security. In May of 2015, Safe Home Security billed me incorrectly $703. I did not receive any bills - I found out that they had billed me when I saw the negative impact to my credit report on October 30th, 2015. At that time, I called the company and asked for resolution in the form of correcting the mistaken credit submission they had made; as well as a letter to me explaining that they had incorrectly billed me and mistakenly reported this negative to the national credit agencies. I have been told different things by each of the people I have spoken to during the multiple calls I've made to their customer service and billing departments. Today, I received an email with a pdf attached stating that my account was closed as of June 2015 - NOT March 2014 when it was actually closed! The letter also doesn't state that the billing was incorrect and should not have been reported as delinquent! The company refuses to provide that to me and this has negatively impacted my credit rating - it dropped over 100 points from the high 800's to mid- 700's! Since I do NOT owe anything to this company and they should NOT have billed me this amount, I want that removed from my credit reports and corrected.Desired Settlement: I want Safe Home Security to provide the credit agencies and me with a letter stating that they incorrectly billed me in 2015 and that I had closed my account in 2014 and should not have been reported as delinquent! The letter needs to state that I do NOT owe anything to this company and they should NOT have billed me this amount.

Business

Response:

The account is closed, with no past due balance. A credit repair had been submitted, before the complaint was received. Please allow 30 days for it ti be reflected on your report. We apoligize for any inconvenience or misunderstading.

Consumer

Response:

Review: [redacted]

I am rejecting this response because the business did NOT submit the repair to my credit before the complaint was made. I complained multiple times and they insisted that I had to submit the request to remove the mistake; not them. Until I opened the Revdex.com complaint and contacted an attorney, they were refusing to do anything.

Sincerely,

Business

Response:

Please see previous response. Update has been submitted nothing further to offer.

Review: On 4/11/2012, I entered into a month to month agreement with Security One in Los Angeles , Ca. I set up an automatic payment to security systems for the monthly payments.

On 8/11/2015. I sent a written letter to them to cancel my services.

I signed with another carrier, (ADT) salesman Kelly, He also wrote a letter of cancellation and faxed it to Security One at fax No. 1800-833-3221. The note was signed by me.

My last payment as per the agreement was taken from my bank account on 8/11/2015.

Then on 10/20/2015, I received a letter from Safe Home Security, Inc. requested I pay 166.96 dollars for charges that I have no idea what they are for. I had up to this time never had any dealings with this company, and was not told they monitored my system.

When I called the number, I talked to a Scar B[redacted], at first she said I had broken my contact/

to please refer to section 3 on my agreement. I told her I did not have a contract, I was on a month to month agreement.

I was told they had never received my letter of cancellation or the fax. So this fees were due and payable.

She faxed me her e-mail so I could sent her a letter of cancellations, but the fees were still due. Without an explaining as to what they were.

My agreement in the financial l disclosure statement under late charge. (Company may impose a one time late charge on each payment that is more than ten days pas due, at the

maximum amount permitted by law, up to $5.00 These charges are way more than that, plus I was never send a late notice. my monthly fees were paid thru. Sept. I did what I was required, so I never in a million years expected something like this would happen.

When I sent the cancellations letter via email to Ms. B[redacted], I also had my bank send at check for 35.99 for the October fees.

She then told me the payment would not make the fees go away. I have e-mail her several times with so response from her.

I talked to a Mr. P[redacted] , He said the cancellations was not entered into the system and that they just did not do business like that, he then transferred me to Ms B[redacted]s supervisor to tell me. All I ever get is voice mails without ever hearing back from them.

For all I know, Someone on their end dropped the ball and its their way to get honest people to pay fees, not due I am attaching .My original agreement and the letter from Safe Home Security.

I have attached

When I sentDesired Settlement: all Charges dropped and no credit report of late fees. If you look at the contract Even if they did not receive a cancellations, they can only charge me 5.00 Late fee.

Business

Response:

This account is agreement until April 11, 2016. The amount remaining to fulfill the agreement is $202.95.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have setting in front of me the contract I signed with Security One, on 4/11/12. The contract was on a month to month basis. I cancelled the service on 8/11/2015.I have talked to a Mr P[redacted] whom told me they received the e-mail cancellation and that it was never entered into the system by a Shar B[redacted] .He told me their co. Home Safe Security does not do business that way and transferred me to her supervisor so I could tell him of her error.I called Home Safe Security on 11/01/2015. I spoke with a Mr. Plumb. I said he would take care of my accountHe e-mailed me on 22/02/15. and offered me Discounted rates and wanted me to have him send me the paperwork to set up a date for service.How do I get a copy of my contract to you, and get a copy of their so called contract that I have in service til 2016.I get a different answer from everyone I talk to.But I can assure you I did not enter into a 4 year contract.This has to be settled. This company seems to want to extort money from people without valid proof.

Sincerely,

Business

Response:

Safe Home Security will use this complaint as a written letter to request cancellation of services and will agree to cancel the account without penalty.

Review: This company did not honor verbal agreements, made a relative believe they had to sign a contract to allow a tenant to request installation of their home security system, and then demanded a large payment for services that a tenant was suppose to be making payments on. They claim the relative must continue the service until the three year contract is up. They were informed in writing to cancel the contract. We don't believe we are responsible for the tenants payments and we are concerned they will not honor the written cancellation in the future based on complaints that others have made on the better business website. This should not be aloud to continue. The many complaints filed should be enough to take action against this company. They should be prevented from taking advantage of the legal system and taking advantage of unsuspecting citizens. On researching the history of this business, they appear to have an "out of the ordinary" amount of law suits listed on public record in small claims court in some states.Desired Settlement: Not having to pay for a bill the tenant was responsible for. Stop this company from taking advantage of unsuspecting citizens.

Business

Response:

Cannot find this individual in our database anywhere but may save her some time. We do not allow tenants to have alarms unless owner of property signs. If that is what she is referring to than she is absolutely correct. Tenants do not always honor commitments so I am going to assume teh owner signed the contract and is liable for it.

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,

Review: I requested termination of my alarm monitoring by phone in May, June, and July 2013. I was told I missed the deadline and was obligated to service for another year. I was also told I was obligated for 3 years. That depended on which person I spoke with. In August, I sent emails to several representatives of this company requesting that they stop debiting my checking account. They continued to take money from me, the last being in September 2013. I had to pay my financial institution to stop any future payments. The alarm company repeatedly called and mailed bills with additional monthly, late payment, and interest fees. In February 2014, I requested the signed contract they claimed to have. I received a copy of a signed contract I had with a previous company that this company purchased dated May 2011. The contract was month to month. SHS was not the company I contacted for alarm monitoring service. They were not even licensed to do business in my state. In July 2015, SHS posted delinquent payments over 90 days past due on my credit report. They have also contacted people who were listed as emergency contacts for my alarm service with inquiries about me.Desired Settlement: Correct or remove derogatory payment information from my credit report.

Cease any future attempts to collect payment from me.

Cease any contact with me or my emergency contacts.

Business

Response:

CANNOT CONTACT CUSTOMER HIS PHONE WILL NOT ACCEPT PHONE CALLS FROM THIS NUMBER CALLED NUMEROUS TIMES AND AM NOT ABLE TO GET THRU TRYING TO RESOLVE ISSUE BUT CANNOT GET THRU TO CLIENT

Salvatore C[redacted]

Resolutions Department Manager

Safe Home Security

[redacted], CT. [redacted] ###-###-####

mailto:[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When I submitted my complaint, I was advised by the Revdex.com that the company would respond in writing to the complaint. This response does not address the items of my complaint. I do not believe that the company is contacting me in good faith. When I initially advised them that I would terminate service:They refused to discuss and insisted I had a service agreement. In different calls, I was given different lengths of time for this "agreement."They deducted money from my checking account for two months after I notified them that they no longer were authorized to do so.I have been getting calls from this company in an effort to collect money from me and have contacted people listed as emergency contacts on my previous alarm monitoring service.They do not have a signed service agreement from me. They have a month to month agreement that I signed with a company that they bought over four years ago.At this point, there is nothing to discuss. Either the information I provided in my complaint is accurate or it isn't. If it's accurate, they need to correct the derogatory credit info they posted for me. Actually they should also compensate me for the additional months of service for which they debited my checking account after I rescinded permission. I had to pay my bank a stop payment fee in addition to stop their unauthorized withdrawal from my account.I expect to see a satisfactory written response. Next step is the Connecticut Attorney General's office.

Sincerely,

Business

Response:

MR [redacted] HAS MADE IT IMPOSSIBLE TO CONTACT HIM WE HAVE TRIED TO CONTACT HIM SEVERAL TIMES ACCORDING TO THE AGREEMENT THAT MR [redacted] SIGNED HE AGREED TO PAY FOR A PERIOD OF TWELVE (12) AND THE AGREEMENT WILL RENEW ITSELF FOR A PERIOD OF (12) MONTHS AT A TIME ALSO THE TECHS WHO INSTALLED AND OUR SUBS ARE LICENSED IN WIS. I WILL BE HAPPY TO COME TO A RESOLUTION WITH MR [redacted] IF I COULD CONTACT HIM I TRIED ALL HIS NUMBERS AND HIS PRIMARY WILL NOT ACCEPT CALLS FROM US AND THOUGH I HAVE LEFT NUMEROUS MESSAGES ON HIS MACHINE HE HAS NOT CALLED ME BACK IF HE WOULD LIKE TO COME TO A RESOLUTION PLEASE CONTACT SAL AT EXT [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I received your communication that my complaint regarding Safe Home Security (complaint # [redacted]) has been closed because of unsuccessful attempts by the company to contact me.I have not been accepting calls from this company due to their previous repeated calls and their belligerent tone. The emails I received from your office after submitting my original complaint and response indicated that I did not have anything else to do but wait for the written response from the company. I indicated in my response that I expected the company to address my complaint in writing consistent with your directions. They never responded to my complaint that they do not have any signed agreement from me. In fact, the only signed agreement they have is a month to month agreement I signed with the company they bought, my original service provider.In the final response from Sal at Safe Home Security, he implied that they installed my system. They did not! As I noted, they simply took over the company that was monitoring my system. My system was installed 15 years ago. I purchased the equipment locally. I am requesting that you reopen my case and that Safe Home Security address my complaint in writing. Thank you.[redacted]

Sincerely,

Business

Response:

WE WILL SEND AN E OSCAR REPORT TO THE CREDIT AGENCY BUT AS FAR AS THE PAST DUE MONEY WITYHOUT CONTACT TO MR[redacted] WE WILL CONTINUE TO TRY AND RESOLVE THE FINANCIAL PART UNTIL HE CONTACTS ME HE HAS ALL MY CONTACT INFORMATION THANK YOU FOR YOUR TIME AND CONSIDERATION IN THIS MATTER. THANK YOU

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: I sent a cancellation letter on 7/29/2013 in an attempt to cancel my account with Safe Home Security. Due to financial difficulties, I could no longer afford to keep the service. Although I do agree that I owe Safe Home Security some monies, all I've asked during this drawn out time was to receive a final accurate bill for monitoring service through the end of my contract and not an inflated bill for additional fees and penalties. Up until this point, I've dealt with 5 different reps that came up with several different settlement figures all needing to be paid in full and only valid through the end of the month. If not paid in full, the balances accrued late fees and additional penalties which defeat the purpose of needing to cancel to begin with. To this day, I'm still receiving regular statements showing my account is still in active status and the balance growing in excess of $1400. It appears that SHS are only willing to forgive a large portion of my debt & start credit repair, if I agree to continue monitoring service with them in what they call "fresh start". The settlement figure if I accept the (fresh start) offer is extremely less than of what they are actually reporting monthly to the credit bureau and what they are claiming I'm in debt for which is crippling my credit significantly.Desired Settlement: I would like a fair accurate bill of service up to my cancellation period per my contract and my account to be closed. As of today Safe Home Security still has my account as active with monitoring. I would like for them to stop reporting negatively every 30 days to the 3 major credit bureaus as if they are not communicating with me. I would appreciate time to pay off my debt and (or) a payment arrangement and stop giving me "only good through offers" with only minimal time allotment.

Business

Response:

The customer did indeed send a letter of cancel in July 2013. She owed through August 2013. She paid her pricipal months through November 2012. She owes 10 months x $24.95 plus $611.65 in late and finance charges. We would accept a lump sum payment of $550 to settle. Please contact your account manager[redacted] at [redacted] at your convenience to settle this. It continues to be credit reported because there is a delinquent balance. That has to be rectified first.

Review: I knew my original contract with SHS ended in November 2012, but I was not aware that it automatically renewed for another 3yrs if I didn't send in a letter of cancellation. From November 2012 to July 2013, I assumed (my mistake) that I was on a month to month payment. I decided to go with another provider. When I called SHS in July 2013 to cancel any future payments, I was told that I was under contract until November 2015. I spoke with a "resolution executive" to see what arrangements could be made to end this contract. The only option I was given was to pay a year's worth of monitoring fees (35.99 per month for 12 months = $431.88) at that moment. I advised him that I did not have that amount at that time, and he said there was nothing else could do. When I asked to speak with his superior, he became irate and refused. The call ended without any resolution, and since payments were on auto draft they have been receiving 35.99 each month for 18 months. I called again today to see if we could reach a resolution. Just my luck I was speaking to the same "resolution executive" from before. After he reviewed my account, he said that since I didn't accept the 12 month buyout of $431.88, there was nothing he could do. I informed him that the monthly payments since July 2013 total over $600 which is way more that the buyout offer. He said there was nothing more he could do. When I asked to speak to someone else, he became rude and loud. Again the call ended with no resolution.Desired Settlement: terminate contract with no further financial obligations. a refund of the last 6 months payments would be nice.

Business

Response:

Per agreement terms, the company representative has not given any misinformation to the customer. The company will, however, close the account with no further billing due, against agreement terms. There is no refund due as those 6 months were in fact, due payments.

Review: Notice of cancellation for Account Number [redacted] have not used Safe Home Security services for approximately two years. My account agreement ended 1/28/2015 with Safe Home Security (my account was paid every month by automatic bank account deduction and was paid in full), I received a call to renew in February 2015 and I decline because I'm no longer using Safe Home Security services. On 4/1/2015 I called Safe Home Security after receiving a letter from Safe Home Security who continually to bill me after my contract date ended and without monitoring my alarm. I informed customer service that I canceled my contract in February 2015 after it ended. Customer service told me to fax over a cancellation notice, which I did. In May 2015 safe home security customer service call me and said I had a balance of one $157.35 that need to be paid in order for the account to be close. I formed him that I had paid all my monthly billing statements by automatic deduction up until the end of the contract. On June 3, 2015 I received a phone call from a [redacted] (Safe Home Security) [redacted] extension [redacted], who informed me that I had to pay $367 to end the contract with Safe Home Security. I informed her that my contract ended 1/28/2015 and I paid it in full and I also cancel. [redacted] stated my contract renews automatically every year if I don't cancel within 60 days of the end of the contract I have formed her that I did cancel. At that point to tell her this is a scam! I have paid my contract in full and Safe Home Security continues to bill me for service they are not providing, my alarm system has not been connected with Safe Home Security for approximately two years so why are you billing me for monitoring services that you're not monitoring.[redacted]Desired Settlement: Close my account, stop billing me for services that you are not providing and stop contacting me.

Business

Response:

The company is looking to reach a resolution that will keep the customer from losing the safety and security provided by their alarm services that may include, but is not limited to; months of free service, upgrades, and price reductions. If this is not possible, the customer's account will be closed with simply processing a payment for the months of March and April, which are due payments. I [redacted], Co-Director of Safe Home Security) have left a message for the customer to attempt to reach a resolution.

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.On June 10, 2015 I spoke with [redacted] account manager [redacted] extension [redacted] and I made the March and April payment by phone ([redacted]) to close out my account.

Sincerely,

Review: Ive been a customer of safe home security since January 2008. The service alarm and sensor have been in par since 2008 except for 2012 in which, one incident, cops came to my house without alarm indication, a mistake from their part I forgive. In 2013 I renewed the contract again for a better system plus with smoke alarm. Only then I discovered this product was the same, everything the same except that no longer was communicating with phone line, and smoke alarm new. It would wake us up 3am every week with beeping sounds indicating communication failure. Technicians have not fixed issues regarding why the machine beeps failure communication. The services are not 100% percent security because it is not communicating in par. The beep is constant every week because of failure communication. They gave a service that is not working properly. I continued paying my dues until last September 2014. I asked to cancel services but they continue to default back to contract or to pay in full anyways no matter if services are not in par. Why should I pay for a service that is not 100% secure. They have not fixed it and cannot. The contract should not obligate the customer to pay in full regardless if service is not 100% safe home security. Because of this, I want out. I don't want to continue paying for services that doesn't meet all requirements for security communication. Thank you.Desired Settlement: I don't want this service and I want to cancel contract because it doesn't communicate with them through the system.

Business

Response:

The client was offered service in August 2014 but cancelled teh scheduled call. The issue is that the client did not want to wait for a technician to be in the area but instead felt service should be sooner. We are not cancelling the contract. The client has 2 options. The first is to pay a 90% buyout which equates to $475.10 to cancel the contract. The 2nd option is to pay the back balance and let us service the system.

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: We had alarm service with [redacted] from July 2006 without a problem. On 3/24/11 [redacted] came to the door claiming he was there to check our alarm system for [redacted]. We had been paying [redacted] $41.19 per monthfor 5 years already. By the time he had left he had installed a new monitor, and had us sign a new contract which would reduce our montly service fee to $29.99. We didn't notice at the time that it was with Security One, which it turns out was actually Safe Home Security. He also informed us that the system had been connected to our fax line. This was a dedicated fax line for my wife's business. He assured us that this was acceptable, and would not affect the monitoring service.Then sometime in mid 2012, my wife, changed her fax arrangements and disconnected the fax/phone line to which the Alarm System was connected. Sometime later we discovered the problem, and started our attempts to cancel the service, as we weren't receiving it anyway, and obtain a refund/credit for service not received.Eventually, the company evidently agreed, as our billing statement dated 11/10/12, showed a balance of $395.72. We did not receive a billing statement in December 2012. However, our January billing statement dated 1/10/13 showed a new balance of $49.49 ($38.91 previous balance, $.58 finance charge, and $10.00 late fee). I am not sure how they arrived at the previous balance of $38.91, but we were heading in the right direction, or at least I thought we were. But they continued to bill us each month-refusing to acI contacted them on several occasions after that to correct the problem without success. Their response isyou signed a contract for 2 years, and you are obligated to pay. I remind them that I am not, and have not, received the monitoring service for which they are billing me.They continue to bill us-Currentlly the balance is $480.90.Our credit report reflects the past due balance, and is affecting our credit ratingPlease help me to end this nighDesired Settlement: 1. Stop billing us for service we are not receiving.2. Refund us/credit our account for services billed but not received.3. Correct our credit report to reflect a zero balance, and reflect our actual payment history-all payments were made on time via an automatic bank draft.4. Issue us a letter stating all of the above, for my records, in the event this should become an issue in the future.

Business

Response:

The security system works through the phone line. Per the customer statement in the complaint "Sometime in mid 2012, my wife changed her fax arrangements and disconnected the fax/phone line to which the alarm system was connected. Per the terms of the contract 3. b) Customer will provide any communication network to which the system may be connected including ant internet, intranet, cable transmissions or telephone lines. An agreement was signed March 24, 2011 for a 36 month term. A copy of the contract will be sent to the Revdex.com for review.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The response does not address the issue.

I am not, and have not been receiving their monitoring service, Why should I pay for something I have not received? The entire problem started with the installation error. Their error, not mine!

I have maintained a residential phone line, the line to which the monitoring system should have been connected to in the first place.

Sincerely,

Business

Response:

THE CUSTOMER REQUESTED THE SYSTEM BE WIRED TO OPERATE ON HIS FAX LINE. IT CREATED A PROBLEM WITH THE PHONE CABLE, SO THE CUSTOMER DISCONNECTED IT., WHICH RESULTED IN NO SERVICE. THE CUSTOMER TOLD THE COLLECTOR HE FEELS THIS RELIEVES HIM OF ANY MONETARY RESPONSIBILITY. HE HAS BEN OFFERED SERVICE TO NO AVAIL. THIS ACCOUT HAS BEEN IN COLLECTIONS IN AN ATTEMPT TO RESOVLE WITH NO RESPONSE FROM THE CUSTOMER.THE CUSTOMERS REJECTION TO THE INITIAL RESPONSE WAS; WHY SHOULD I PAY FOR SOMETHING I HAVE NOT RECEIVED. HE ISN'T RECEIVEING SERVICE BECAUSE HE REMOVED THE THE CABLE LINE FROM THE FAX WHICH IS WHAT HE REQUESTED, NOT THE RESIDENTIAL PHONE LINE. THE ERROR IS HIS, AS HE ADMITTED TO REMOVING THE CABLE, LEAVING THE SYSTEM INOPERABLE AND REFUSING SERVICE. ANY DOCUMENTS CAN BE SENT TO THE Revdex.com FOR REVIEW

Review: After our siren sitting on the attic has died we trying for 4 months to get a replacement. At first costumer service told us that they have sent the replacement to a technician in our area who suppose to call us back. No one called. Then they said that the siren is coming to our address. Nothing came. Then we been told that that the siren can not be sent until their technician comes and verifies that the siren is a part of our original system. That is after 3 months of lies that the part is coming! Well, what ever. They scheduled a service call. My 80 years old dad who drove through the whole city was waiting for nothing. After I called them they said that was a problem with creating a ticket that apparently technician has never gotten. They apologized and offered to rescheduled a visit for today. As you guess no one showed up today either. My repeated calls to costumer service were answered with "We will call you right back". No one called. On the last conversation they just hung up on me.

Bad company, bad costumer service, bad manners. I wish I researched it better before signing a contract.

Consumer

Response:

From: [redacted] Sent: Tuesday, December 23, 2014 9:44 PM To: [redacted] Subject: Complaint # [redacted] The matter has been resolved probably after your interference. Does not take away that this is very costumer unfriendly poorly ran business. Thanks. [redacted] Sent from my [redacted]

Review: [redacted] January 21, 2014

Revdex.com Headquarters 1210 South 20th Street Birmingham, AL 35205

Re: Poor contractual service

I signed a 5 years contract with Safe Home Security, Inc. at [redacted] for an alarm system service January 2013. Since July 2013, I have had an exhausted experience dealing with them. I feel like I have been dealing with the most incompetence and dishonest company on this earth.

We sold our home July 2013 and I sent a letter to Safe Home Security June 24, 2013 with the intention of discontinuing the alarm service. After writing them to cancel my service, I was informed by [redacted] that we would have to pay 90% of the 4-year contract or my account would be placed in collection. After thorough

investigation I found that the 5 years contract was binding even if I was dead. I continue to pay for the alarm service while I lived in an apartment for 5 months. We moved 12/12/13 to [redacted].

I obtain permission from [redacted] the home owner at my previous address ([redacted]) to remove the alarm system from this address so that it could be install at the new home. I sent a check on November 30, 2013 to Safe Home Security for $199.00 to remove the alarm system from this address and install it in my new resident on [redacted]. Safe Home Security gave me three appointments to meet them, and each time no representative showed up.

Either my husband and I were on vacation December 6, 2013 through January 13, 2014 and I phone and e mail them many times requesting someone to phone us and

schedule to have re installation of the alarm system any day or anytime during this time frame. I talked with customer service staff members, [redacted]

emphasizing that these days would be excellent timing for reinstallation of the alarm system placed. They did not schedule me an appointment. Each time I was instructed that someone would call me back to schedule an appointment, but it never can to fruition as no one schedule me an appointment for reinstallation of the system. Even if they could not contact me by phone they could have contact me by e mail.

I cannot literate the extent of aggressive and hostile conversations that I have had with the employees at Safe Home Security vebally, via email or written. Finally, I wrote a letter to the president and VP of Safe Home Security about this problem on 1/4/13.

Therefore, I attached a copy of most correspondences to this letter. For my emotional

health, I can no longer deal with this company. [redacted].> Saturday, January 4, 2014 9:49 AM '[redacted] Date and Time for security installation

I phone on 12/30/13 at 11:20 and left a message (LM) on [redacted] answering machine requesting to schedule a date and time for installation of our security system. Just in case [redacted] was on vacation, I phone again on 12/30/13 at 1:08 PM and talked with [redacted] and ask that she schedule re installation of our security within the next two weeks while my husband is on vacation. She states that a service person would phone me back that day to set up a date and

.time and she would forward the information to [redacted].

Again on 1/2/14 I left a message on [redacted] answering machine requesting the same as above.

I phone again on 1/2/14 at 1:56 PM and talked with [redacted] who says that she would get ([redacted]) the technician to phone me back on 1/2/14 for security installation.

I pay for the reinstallation of the security system 11/30/13 with check number 8038.

;Where do we go from here? Please advise

I not working Saturday, Sunday, Monday & Tuesday [redacted]Desired Settlement: Unspecified

Business

Response:

The customer service representative assigned to this account, was out on maternity leave for several weeks, when the customers calls were becing transfered to her voice mail. Due to the size of the company and varied customer service schedule, it wasn't apparent, for that period of time. Nevertheless, since the customer paid for a systme move that at this point can not be, we will credit the $199 toward a monitoring fee of $42,95 per month for 60 months and a new system will be installed at the new location. The old account will be closed with nothing due or owing.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

see attachment

Sincerely,

Business

Response:

Customer was informed of what they are required to pay and refuse. Contact infomation [redacted]

Review: I signed up with Safe Home Security, Inc. in July 2014. Within 24 hours, I asked to cancel my contract. The system was sold to me in my home and it was my right to be able to cancel. They never advised me to submit my request in writing, but instead told me that I was not allowed to cancel. Since then, I have tried to cancel on multiple occasions and have been informed that the fine print on the back of my contract states that I had to cancel in writing during those first three days so it is my fault and I am stuck in the contract. When I was sold the system, I signed up to have an image sensor that could take pictures and that I could check in on my house if my children were being babysat. I was told that the image sensor would not be set off by my small dog. In fact, any dog up to 60 lbs would not set off the alarm. This was false and my small 18 lb dog set of the alarm every time it was armed. The installer tried 3 different sensors all with the same result. I again asked to cancel and was told no. Their solution was to put the image sensor in our unfinished basement and replace it with window and door sensors on our main floor. This of course wouldn't allow me to check in on my children, but they said it was the best they could do. The customer service center then told me that while the manufacture does say the image sensor will not alarm due to animals, it does and so it's clear that system will not work for me. I again requested to cancel. They informed me that I could not and that it's not their fault it didn't work and wouldn't I want it to alarm if someone crawled in to my house. After this I have asked multiple times to be let out of my contract and they always tell me no and that they are unconcerned with how upset I am and that I am unwilling to accept their solutions so it is my problem. One rep then advised me to, "stop paying you bill, it will only ruin your credit." This is obviously not an acceptable solution. I did not receive what I signed up for and I've had terrible customer service since the beginning with this company.Desired Settlement: I would like my contract to be cancelled and to owe nothing further to Safe Home Security, Inc.

Business

Response:

Good morning [redacted], I’m responding to Revdex.com complaint case # [redacted] Ms. [redacted] is not-in-rights to cancel. On 5/19/15 @ 11:47am from [redacted] Ms. [redacted] texted our Dealer stating that she is moving and wants to take the entire Security System to her new location at no charge. Ms. [redacted] texted him because she had contacted our Customer Service Department about a system move and one of our service rep. said it will be a $200.00 charge for a system move. Ms. [redacted] also stated that she was closing on the new house on Tuesday so she might have to have the system removed one day and put at the new address on Tuesday or a later day. She provided our dealer with her new address @ [redacted]. On 5/22/15 @ 10:46am from [redacted] Ms. [redacted] texted our Dealer again about wanting to talk to him to arrange the system move and asked if he can take the control panel as well. The dealer replied back stating that he can take everything out and put into the new house. The other option he gave Ms. [redacted] was that she can have the new homeowner take over the agreement and then he could install a new system at her new house. On 6/3/15 @ 12:36pm from [redacted] Ms. [redacted] texted our Dealer again wanting to tell him that SHS has the absolute WORST customer service. I pulled up the 5 calls that came in the first female rep she spoke to only took her EFT information. Customer made a payment for 3 months. The other 4 calls were male reps in which they all explained to her that she only had 72 hours to cancel. She was given several opportunities. The only statement she was making was that she was not happy with the way the installation was done. The customer was not hung up or laughed as she stated. P.S. proof of all the text message can be provided up request. Thank you.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The company states that the majority of communication I've had with them is through text message with the local dealer. This is untrue. I have contacted corporate customer service many times. I did text the dealer asking about moving my system. I was told that an installer would come out and remove my system and take it to my new house. This did not happen and I uninstalled the system myself. It is now reinstalled at my new home. I talked with customer service on several occasions, including during the first 72 hours I had the system. When the system was installed initially, I was told that a pet weighing less than 60 lbs. would not set off the alarm. However, my alarm could not be armed with my 19 lbs. dog at home without going off. I asked to have my service cancelled at the point. It was less than 48 hours after the initial installation. I was told I could not cancel. I then talked with my local dealer about cancelling, again within the first 72 hours, and was told that there was NO WAY to get out of the contract. They never informed me that I could simply submit my request in writing. It is my legal right to be able to cancel within the first 72 hours since this system was sold to me in my home. During the times I spoke to a customer service representative at their corporate office, I was treated rudely and no solutions were given. The most recent time I spoke with them, the rep informed me that the fact that the system doesn't work the way I was told is not their fault, but the fault of the manufacturer. They then told me that I am unwilling to accept their solution, which is to have a system that is much different than what I signed up for. One customer service rep told me I should be glad the system doesn't work the way I was told because, "wouldn't I want the alarm to go off if someone crawled into my house." It is a fact that a customer service representative did hang up me and that I was laughed at on the phone. I was advised to "just not pay your bill, it will only ruin your credit." This was their "solution" since I am unable to cancel. At 12:30 pm on June 3rd, I received a text message from the local dealer stating that they were looking in to what happened and that the owner of the company was looking in to it as well. I have text him several times since than about an update and he will not respond to me. The only acceptable solution for me at this point, since I cannot have the system they signed me up for, is for Safe Home Security to cancel my contract with out any penalty. I no longer wish to have their service. I am, however, unwilling to just stop paying my bill as they suggested and ruin my credit.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Safe Home Security is telling only one small part of this story. When I had this system installed in July 2014, I talked to the local dealer about cancelling within the first 72 hours. I found out the first day I had the system that the motion sensor did not work as promised. The purpose of the system was to have the motion sensor that snapped pictures. This would allow us to remotely check on the house and if we had a babysitter, it would allow us to turn on the camera and check on the children.This is why we got the system. I was told by Mr. Z[redacted] (the local dealer) that an animal weighing less than 60 lbs would not set off the alarm. However, this was not the case and my 19 lb. dog set off the alarm every time it was armed. At that point, I asked Mr. Z[redacted] to cancel my contract. He informed me at that time that I could not cancel without paying out the remainder of my 5 year contract. He should have informed me that I had the legal right to cancel in writing during that 72 hours. Instead, he talked me in to allowing him to move the motion sensor/camera to our unfinished basement, where it did me no good as far as having remote camera access to my home. He then put window and door sensors on our main floor. While this would alarm if there was a break in, it would not work in the way I was promised and would not serve the purpose we had intended. After being disrespected by the customer service line, I sent text messages to Mr. Z[redacted], and those are what you see in their response. What is missing from this is all the communication I had with him last year. They are leaving this out in order to keep me in my contract. I would like to request again that they simply let me out of my contract without any penalty or payout. I have always paid my bill on time and the company will not be out anything by releasing me from my contract. I feel that this is the right thing for them to do given the circumstances.

Sincerely,

DO NOT USE THIS COMPANY!!! I have been using this company for five years (bad mistake)and have had poor customer service. They have not once come out to check the equipment since it was installed. The backup battery for the unit had gone bad but when I requested a new one, I was told there would be a $46 charge since the battery was two months past warranty. It would also be two weeks before they could send someone out to replace it. This was the second battery to go bad. When the battery goes bad, the unit beeps every minute. You can only shut it off for four hours by pressing the status button and then it starts again.Even though I had been paying for a full parts and labor warranty, they said batteries were not covered. When I told them I wanted to cancel with them and use another company, they told me that they had already rolled my contract over for another year and I would have to continue paying for another seven months and would have to give two months notice in writing. They also tried to talk me into signing another five year contract. AGAIN, DO NOT DO BUSINESS WITH THIS COMPANY!!!

Review: Safe Home Security put us in collections (some time last year) without us knowing until I called to inquire about our quarterly payments and how they breakdown. They stated that we did not pay for our service since July 2014. They had been in contact with [redacted] and [redacted] telling them that we were in collections.

I have documents supporting the payments that have been sent to them and cashed. The same happened to us with Safe Home Security last year and I have documentation of payment. We have actually overpaid for the past 8 plus months. At this time, they are unwilling to return the over payments, saying that they will apply it to service for the next year. I have also requested that we terminate the contract which they are unwilling to do.

I have made numerous attempts to speak with their collections department and am not getting anywhere.Desired Settlement: A refund of payment, termination of contract and documentation that the credit bureaus have been contacted about the situation and that our credit has not been effected.

Business

Response:

The company has refunded the money in question and had the customer's credit repaired with all of the credit bureaus to whom we report. Per the agreement terms, the account will close as of September 9th, 2016.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they have not refunded all of my overpayment at this time and have not fulfilled other requests. I have requested that they refund the late fee charges and finance charges as well as the other remaining balance. They are refusing and are saying that they will apply it as credit to my account. I am not satisfied with the response. I have my attorney involved at this time as well. This is the second time that they have wrongfully sent me to collections and contacted the credit agencies. I am dissatisfied with the customer service, specifically the lack of response from a senior account manager. I have been a customer of Safe Home for 8 years. I moved a year and a half ago, switching my service from one house to the other with Safe Home. They made me sign a new contract at that time, not grandfathering in my 12 month commitment from the old house, but instead signing a 3 year contract. The issues of messing up my account had not happened at the old residence. Both instances have occurred at the new residence. At this time, I have requested that Safe Home refund all over payments, including finance charges and late fees, have the two credit agencies send me a free credit report and discontinue my contract immediately. [redacted], at Safe Home Security, has been less than pleasant with dealing with the matter. My attorney has been attempting to get a hold of him, but he is not returning phone calls. So, based on the above, I am still not satisfied with Safe Homes response to their mistakes.

Sincerely,

Business

Response:

An additional check for $102 has been mailed so all over payments have now been sent back. Your attorney also named [redacted] was contacted and spoken to the morning of 4/16. I'm not sure what more there is to rectify.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The $102 refund is for late charges and finance fees only. I want the rest of the money that is owed to me for over payment. I was told that I was going to be credited for the remaining over payment, bringing us up to August of this year for service. I have stated repeatedly that I don't want to have a credit on my account. I want a FULL refund of all money owed. Please speak to [redacted], she seems to be more on top of this. My father-in-law, who is a practicing attorney, is representing us at this time.

Sincerely,

Business

Response:

Your May June July quarter is due May 1 which pays to August which is most likely the case. If you would like to go on monthly auto debit we can arrange and refund 2 months. Otherwise we bill quarterly. Please let us know.

Review: In August 2012, I became a Safe Home Security customer at the suggestion of a salesman who had put in my alarm system with another company. He indicated my payment would be lower but I would receive the same great service I had received at [redacted]. Well everything was good for about a year until my wife and I were awakened in the middle of the night with our alarm going off and it would not cut off with the code. Finally, I was able to get the system cut off and notified Safe Home Security Inc of the problem. They had no record of the system going off and thus informed me the system was offline. The CSR then informed me it was going to cost me $80 an hour plus parts to repair my service. I agreed but was very dissatisfied with this notice. She set me up an appointment and gave me the day in which someone would call me and come. I never received that phone call. I called back and another CSR assured me someone would call me within 24 hours. I have never heard anything from anyone. Just this past week we called back and we were informed they had attempted to call and left a message. I can assure you my phone had no message or call from anyone related to Safe Home Security Inc. The latest CSR informed us another technician would call within 24 hours last Thursday, she would waive any fees for the service, and credit our account 1 month even though our account has been automatic debited every month with no service knowing our system was offline. However, today is Wednesday of the next week and I still have not received a phone call and I have been home the entire time. Does this company not look at their clients systems and notify them if they think there is a problem or appear offline. I expect something to be done about this ASAP or I will cancel my services and go to a company that values their customers and not just lure them with empty promises.Desired Settlement: I want my service repaired at no cost to me whatsoever and I want my account credited for the months of no service that this company knew about.

Business

Response:

I had the customer service rep communacating with this customer and have issued a three month credit on account(77.97) due to lack of follow up. Spoke with [redacted] and gave him my name and ext is any issue in the future.