Safe Home Security, Inc.

Review: April 2013, agreed to leave [redacted] security& go with Safe Home Security via salesman [redacted]. Was told that Safe would buy out contract with [redacted]. 12/23/14 security system quit working (had to stop power to the system because the alarm went off without reason every few minutes).12/29/14 phone message from Safe to call local service to arrange repair "call ###-###-####". I called this number, recording informs caller that you have reached [redacted] is not available. wow, this scam went full circle. So no repair service is available in my area, hmmmm. Safe has said they will end my contract, no money due. We will see. I will send a requested letter regarding my no longer interested in their services.Desired Settlement: Money promised to reimburse [redacted] contract. Billing stopped as of 12/29/14

Business

Response:

We have no customers with teh last name of [redacted] in the state of [redacted].

Consumer

Response:

On December 30, 2014 Safe Security did an electronic withdrawal in the amount of $45.16 from the checking account of [redacted]. If Safe Security is not taking that money, someone has stolen their identify to rob me of $45 on the 30th of each month beginning in April 2014.Safe Security better check their own security system, meanwhile I will do a stop.payment on any/all electronic withdrawals from their business.

Review: Lost my key fob for the home security system. Purchased 2 fobs for $200. Called to have them programmed. First appointment did not show due to tech problems at another site. Rescheduled and when the tech showed up he did not have the proper equipment to program the fobs. Rescheduled again and this time the tech never showed or called. Called the number for service 4 times since then with no return call to reschedule. They will not allow me to speak with a supervisor. I also pay a monthly fee to be monitored. I can't use the system the way it is meant to be used without a key fob. I have never been treated with such disrespect and bad service.Desired Settlement: Program the key fobs so I can use the home security system.

Business

Response:

[redacted]:

Review: I stopped service last year, they have continued to take money via auto draft.

After 3 years of having service (which I never used) I moved out of my house, which turned into a rental property. They automatically tacked on another year of service because I did not tell them 60 days prior.

So the next year I sent out multiple letters 90 and before 60 days to insure I did not pay another year without living there..

Since then every month they charge my credit card. I call every month.. no one gets back to me! They are stealing my money!! I do not know what else to do.. I leave messages with no response. I am trying again today.

There are many months now that they have taken money from me. Please help!Desired Settlement: I want them to give me back the money they have stolen from me!!

account number: 235932

Business

Response:

Business Response /* (1000, 5, 2013/05/08) */

A refund has been sent in the amount of $98.97. This is for the three months that were accidentally billed beyond the expiration date; February, March, and April.

The account has been closed to avoid further drafts.

Review: After many messages for the managers to call, no one returned my calls. I e-mailed the V.P. to complain & she ignored me.I wrote to President, ignored

We have called this company over 20 times to resolve a problem, but no one has followed up.

We left messages for Customer Service Manager, [redacted] over 5 times, but he hasn't called us back once.

We sent the Vice President, Ms. Lisa [redacted] an e-mail on Feb. 21st, asking her to reply within 48 hours, but nothing. We sent a letter to the Presiden, [redacted] Dave [redacted] and still nothing from him either.

We have a problem with our alarm system for over 8 weeks.

The Service Tech. was a "No Show" on Feb. 14th for the second time and no one had kept their promises and returned our calls from thisr company.

This is unacceptable. How can a company this size run properly with a customer service like this?

We are still without a working alarm system. Ever since their Service Tech. came out on Feb. 8th (after a "No Show" on Feb. 5th) and changed the battery, the system has gone mad.

We got this service for protection, but it is causing us nothing but headaches since we switched our alarm company from ADT.

Our alarm system was working fine when we were with ADT for over four years. We just had a baby plus we have 3 other small children and I go out of town often. I do not feel secure at all for my family without being able to use the alarm service.

We want our alarm system to be fixed completely. I had to take unnecessary days offs to meet with the Service Tech. who never showed up. We had to call, be on "holds" and repeat this nonsense to their operators over and over again, without any results. You can check our account history with this company to prove you that we are not making this up.

My wife disconnected the whole alarm system since it was making a false alarm sound over 30 times a day at once. Not suprisingly, noone still hasn't called to check if we're okay or not.Desired Settlement: A new alarm system and $2,500 in all the time we've lost being on the phone , being on "hold", repeating the same story to each operators again and again + All the day offs I had to take because the Tech was supposed to show up and never did.

Business

Response:

Business Response /* (1000, 5, 2013/04/08) */

The technician and our representatives have spoken to the customer and resolved this issue. We're having the technician go back out so fix/replace some other parts for the system. This case should be closed. Thanks.

Consumer Response /* (3000, 7, 2013/04/09) */

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

We have called in for over 8 service calls, Finally a technition showed up last week and worked on the system and told us it was repaired. The very next day, alarm started to go off again, and they told us new panel will be shipped. I have'n t rerceived the new panel yet. Our attorney have demanded certain amount of money from this company for damages (lost time and wages due to not technitions showing up 7 times), emotioal stress (many, many night of no sleep due to alarm going off in the middle of the night), and damages to our own alarm systems. The demand letter was sent to the president of the comapny along with other multiple letter to the vice- president. They have all been ignored.... not a single reply. We absolutely will not close this case until they have repaired our Alarm systems and have paid for the damages in full. A law suit is pending on this case if not completed.

Business Response /* (4000, 11, 2013/05/15) */

On 4/12/13 we completed a service ticket for service done at the residence of Mr. [redacted]. Our technician replaced the 2nd keypad, tested the system and everything was good. On 5/02/13 we completed a 2nd service ticket and marked it as job rescheduled. As a courtesy we credit Mr. [redacted]'s account for having to reset the appointment due to tech not able to cover that area. On the same day customer called to dispute the charges for the month of January because their system has never worked. Our rep indicated won't add another charge in the account. On 5/6/13 customer called again stating that alarm went crazy then is ok now. she requested service again to replace the 2nd keypad again. Our rep ordered a new DSC Panel 1832 from Tri-Ed to be shipped to the customer. A service called was scheduled for 5/14/13. Mr. [redacted] has not paid any monitoring to us since 1/17/2013 since he has only had issues, we have given him $200.06 credit to his account so far. We are trying our best to satisfy Mr. [redacted] in every way we can.

thanks,

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.

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: Approximately 2 years ago I closed my Safe Home account because they had automatically renewed my account three years earlier with out my permission. I did not read the fine print the first time so I honored the contract. In 2012 when it was time to renew I submitted a letter (By FAX) and mail to Safe home Security cancelling my account two months before the due date They called and ask why I wanted to cancell and I told them what happen. They came back and said that they had not recieved my letter. After speaking to someone who said they were one of the presidents of the company they agreed. to cancell the Account. Today I looked on my credit report and the account was still open with a balance of 102.00 dollars. I called the collection dept and she showed that the account was just closed in Dec 2013. They then hung up on me when I tried to speak to someone else. I do not owe them anything. Please chewck into this.Desired Settlement: Correct credit report

Business

Response:

A request for credit repair for all adverse reporting, has been submitted. Please allow 30 days for the corrections to be reflected, on the credit report. The customer account notes were reviewed and it shows a call yesterday, 6/9 regarding the credit issue. It states by the representative, the call was disconnected. The call was dropped. No one hung up on the company's end.

Review: In February I spoke to [redacted], an individual at the time worked for your company. I stated that I was wanting to cancel our service in order to take care of other financial obligations for my family. [redacted] then stated that she could not cancel over the phone our contract that was to run out at the end of June. She informed me that I would need to send in a written request for cancellation prior to the end of the contract; the end of June.For the last three months I have been recovering from a double knee surgery, which I had performed 3 days after speaking to [redacted], only having returned to work as of the beginning of June. Being a middle school principal, that is perhaps the most chaotic time of year as we have to complete and verify our testing of our students, along with the other end of year tasks that must be taken care of by state law.As soon as our school year closed out, I drafted a cancellation notice in order to uphold what was asked of my, and sent that notice on June 19; nearly two weeks before the deadline [redacted] had placed on me.Due to being misinformed by an employee at SHS, I have been automaticlly renewed for an additional 12 month contract, despite them having record of requesting cancellation in February.Desired Settlement: I would like to have the account cancelled immediately; they can keep the July payment that they have already drafted.

Business

Response:

IN RESPONSE TO THE COMPLAINT, WE RECORD ALL OUR CALLS. [redacted] INFORMED THE CUSTOMER THAT THE CANCEL LETTER MUST BE RECEIVED 60 DAYS PRIOR TO THE END OF THE

CONTRACT DATE. WE DO NOT ACCEPT VERBAL CANCELS. AFTER LISTENING TO THE CALL BY THE CUSTOMER WE WILL HOLD THE CUSTOMER TO THE ONE YEAR ROLL.

Review: I had security service through [redacted] for at least 2 years. A representative of Safe Home contacted me by phone and stated that my account with [redacted] had been sold to Safe Home and that in order to continue with my security services I needed to sign a contract with Safe Home. I was told it would be the same quality service at an even cheaper price. I have had mortgages and student loan accounts that were sold, so I thought nothing of it. The associate came to my house and did something to my security unit inside the house. I now know he removed the chip that [redacted] had installed and put in his own in order for my alarm to contact his company and not [redacted]. I then signed the contracts and the associate left. Starting with [redacted], I had this service set up on automatic draft and fortunately for Safe Home, I am not (was not, am now) the person to monitor my banking activity. It just happens that a bank statement came recently and I glanced at it and the word security listed twice caught my attention. Long story short, I've been paying [redacted] and Safe Home for over 2 years. I signed the contract on false information. I was told this would be a seamless transaction and I didn't need to do anything with [redacted] or my bank. The way I see it, is Safe Home owes me $35.95 X 28 months = $1006.60. Not to mention cancelling my "contract" and never withdrawing another penny. I guarantee I will be watching my bank account like a hawk!P.S. - there is a very similar complaint to mine on 9-5-13, obviously this is part of this company's operation policy.Desired Settlement: Refund the money I have paid. $35.95 for 28 months = $1006.60cancel my contractdo NOT take anymore money out of my account

Business

Response:

I called our client yesterday and left a message regarding this account, I found a signed waiver and indemnity agreement on file, I am sending it to you as well.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I was told information that was INCORRECT in order to sign the contract. Had I been told the truth, I would NOT have signed anything. I was told that my security company had sold my contract and to avoid service interruption I needed to fill out the appropriate paperwork. I have a copy of this as well but lies void contracts. Another payment has been taken out of my account, I am now asking for reimbursement in the amount of $1042.55

Sincerely,

Review: I terminated this contract within the expressed terms of the contract with explicit instructions that they no longer debit my checking account.They went ahead and debited my account and caused an overdraft on my account.I have attempted to call them but no one returns my calls.This is not professional business practice.Desired Settlement: I would like my money refunded and it should include the charges that I am being charged by my bank for the overdraft.

Business

Response:

THE CONTRACT TERMS ARE JANUARY-JANUARY. THE CUSTOMER ELECTED PAYMENTS BE TAKEN ELECTRONICALLY FROM HIS BANK ACCOUNT, MONTHLY . THE ACCOUNT WAS DEBITED IN JANUARY OF 2014, AS SCHEDULED. THE CUSTOMER DID NOT SPEAK WITH ANYONE AT SHS TO INSURE OR CONFIRM THIS WOULD NOT BE DONE. IT COULD NOT BE ASSUMED AND WAS THE CUSTOMERS RESPONSIBLITY THE FUNDS WERE IN THE BANK TO COVER THE PAYMENT. THE ACCOUNT WILL BE CANCELED, AS REQUESTED, AS OF FEBRUART 2014.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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: 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,

Review: Previously had services with Safe Home Security Inc. The contract was cancelled in April, 2014. July 5, 2015 a fraudulent deduction of $794.50 was debited from my personal checking account. Per SHS representative, the account was confirmed cancelled but my personal information remained open/active. My question was WHY???Desired Settlement: I think this has happened before (to others) and the entire company need to be investigated thoroughly by an outside agency.

Business

Response:

The customer was charged in an internal billing error. The company understands how inconvenient this charge was, and was prepared to refund all money taken. The customer disputed the charges with their bank, so the company instead has closed the account before further billing issues occur.

Review: I contacted Safe Home Security on June 12, 2015 to inform them that I sold my home and wanted to cancel my account with them. I had established an account with them in 2007 with an agreement to maintain services for 36 months. This agreement was met on my end, so when I called to cancel, the account should have just been cancelled without further paperwork. I was instructed to mail in my HUD form to show that I sold my home, which I did on June 13, 2015. When I saw I was charged again for services in July, I contacted them to inform them that I had cancelled my service with them the month prior. They claimed to have never received my HUD form, so this time I emailed a copy of the HUD form to their cancellations department on July 8th again requesting my account be cancelled. Today, August 5, 2015 I noticed I was charged again for a service I had now cancelled twice. I again contacted them to request the account be cancelled and my money for the past 2 months be refunded. I was told by [redacted] (sales manager) ext [redacted] that they did not have a copy of the HUD I have previously mailed and then emailed. I emailed the form directly to him and he states he will "try" to get my 2 months payments refunded to me, but I must now call them again next week to confirm that they processed my cancellation request. I requested an email confirmation of my cancellation from him and he hesitated claiming he could try to do that, but he needed me to call back again next week to ensure they processed my request as they only do them once or twice a month.Desired Settlement: I want my previous 2 months payment totaling $79.98 refunded and my account cancelled.

Business

Response:

A REFUND IN THE AMOUNT OF $79.88, WILL BE ISSUED. PLEASE ALLOW UP TO 10 DAYS FOR RECEIPT. THE ACCOUNT HAS BEEN CANCELED

Review: My father, [redacted], signed a contract with this alarm company when he was ** years old...it was a 5 year contract. He was not able to make cognizant decisions. He died on [redacted]. Since that time I have been trying to cancel the rest of the contract payments. I have called 6 times. I have sent 3 letters. I have emailed at least 3 times with NO RESPONSE AT ALL. When I call the 800 number I am told that they will do nothing over the phone, and I must send a written request. Which I have done 6 times. NO RESPONSE.Desired Settlement: It is unconscionable that this company signed my ** year old father to a 5 year contract. And it is absolutely unacceptable, to get NO RESPONSE from this company other than bills and late fees and finance charges. I asked them to cancel in July 2015, upon the death of my father [redacted] on June 19. 2015, however they do not respond and they just keep sending bills.. I continue to get bills, so I am paying them the last $1372.94 to stop the bills andd late fees. BUT I WANT A REFUND OF $1,372.94. And an apology for NOT RESPONDING TO ALL MY LETTERS AND EMAILS.

Business

Response:

The payment received paid the contract in full and the account is now canceled.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want my last payment refunded.

Literally impossible to cancel...I waited them out a year for a cancellation only to be told there was still another year on the contract. This is criminal.

I signed up for security service over a year ago from Safe Home Security. I pay $34.99 a month for the service. I had an alarm, and no one at Safe Home called me or responded when I called them. In fact, their phone was disconnected. I emailed them, and got no response. My code number failed to register and the alarm went off for five minutes.

Review: This company continues to ignore my requests to close my account, and not bill me for services they are no longer providing, and I am not using. I previously lived in East Hampton CT. In December 2012, I sold my home. 10 days BEFORE we moved, I sent information to Safe Home Security to prove this happened. They told me my account would be closed. On March 1st, I received a bill for the coming year's service. When I called them to complain, they said they would take care of it, and notify me in writing of this fact. They have not done so. This is how the company has operated for years. They were sued in 2007 for just this type of behavior, yet it continues. This is an egregious abuse of ethics and good business practices. I am out of resources to handle this, and I need the Revdex.com's help.

Product_Or_Service: Alarm Monitoring Services

Order_Number: the Invoice number i

Account_Number: XXXXX

Desired Settlement: DesiredSettlementID: Refund

I want my account closed, I want written confirmation that I am not being billed, and I don't want any adverse action reported on my credit for refusal to pay. I am not using their services any longer. But I know, if I don't pay the outstanding bill, they will report it to the credit agencies, even though they are the ones billing me erroneously.I also believe they should be prohibited from operating in the state of CT any longer. The are in violation of the 2007 lawsuit as published.

Business

Response:

Business Response /* (1000, 5, 2013/03/19) */

THE BILLS ARE BILLED IN BULK, COMPUTER GENERATED TWICE A MONTH. MR [redacted] ACCOUNT WAS BILLED 2/25 BEFORE THE ACCOUNT HAD GONE THROUGH THE CANCELLATION PROCESS. THE ACCOUNT WAS CANCELED PER HIS REQUEST ON 3/6/13. wE APOLOGIZE FOR ANY MISUNDERSTANDING OR INCONVENIENCE.

Review: Contract automatically renewed for 36 months but salesperson did not explain this. I am trying to cancel but cannot.

I have just spent the last 30 minutes looking at 600+ complaints online and could not be more upset with this company and their tactics. I signed a 36 month agreement in 2007 and was never told that it automatically renewed for another 36 months. That being said, they've contacted me numerous times over the past few years to "renew my contract" which is terminology that their sales people used. Please help me understand why you are calling me to renew if in fact I am still under contract? Any other service company who is calling to renew is doing so because you are no longer under contract so as a consumer I was lead to believe that I am not under contract. I've now been paying for the service for over 6 years and want to cancel my service. I called today and spoke with a "supervisor" who just talked about the verbiage on the contract and apologized as I had not spoken with her in the past and that they should have better explained that I was still under contract when they were trying to renew me. I've had numerous other problems with them in the past billing me for items that I had paid for and they obviously have a terrible problem with this occurring. I've paid them for 6 years and all I want to do is cancel as I had no realization that I was still under contract due to the "automatic renewal" and it looks like even when people do cancel that the company does not follow through. Shut these people down!Desired Settlement: cancel service with no penalty- I've paid for 6 years and want to cancel

Business

Response:

Business Response /* (1000, 5, 2013/08/05) */

Contact Name and Title: [redacted] CS Mgr

Contact Phone: XXXX-XXX-XXXX x1132

Contact Email: [redacted]@safehomesecurityinc.com

After our conversation on Friday we have decided to cancel your account. As agreed to I will contact you when the xxlation has taken place. Thank you for your email regarding thematter and that you pull back the Revdex.com complaint.

Review: I have an issue with Safe Home Security regarding my renewal contract. I have been with this company since 2008 and they provide home security service. But since last May 2013 I am not getting any signal which means my home is not monitored. I called customer service several times about my issue but nothing has been done. I wanted to cancel my service but they said I cannot until my contract expires in September 20, 2014.When I called again on August 8, 2014 to cancel my service they said I cannot cancel the contract because I have to give 60 days written notice before September 20, 2014. They said as per the contract they can renew the contract without my permission. I do not understand how can they renew my contract without my permission and 60 day written notice. I have never seen business ethics like this before. I really need your help in resolving this issue.Desired Settlement: I would like to cancel my service.

Business

Response:

Customers contract expires at teh end of September 2014, please send in a cancel letter and pay through September. There is no automatic renewal in the State of Connecticut.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]0, and find that this resolution is satisfactory to me.

Sincerely,