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Safe Home Security, Inc.

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Reviews Safe Home Security, Inc.

Safe Home Security, Inc. Reviews (1130)

Review: First, I sent a letter along with the unsigned renewal contract to have my services disconnected because of financial issues. I was told that I could not cancel. Then when I changed my phone service to another carrier for cheaper service again because of financial issues. The alarm would not work and just beeped all day and night. I called the company and was told that it will not work with [redacted] and so I asked can they cancel my services. I was told no again. That I can purchase extra equipment at the cost of $199 to make it work. I said no because I am already in a financial strain, so why would I do that. So my services have not been monitored for 6 months and now I get a letter from collection department that I am past due $264.44 and that they have an obligation to report this history to multiple credit bureaus. This amount is for the past 6 months of something that has not been on or monitored.Desired Settlement: I would like for my services and the past due amount of $264.44 be cancelled out.

Business

Response:

The customer has a contract that does not expire until July 2014. She is responsible for providing a compatible phone service. We will accept $100 to cancel teh contract if paid by March 15, 2014.

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: Our home alarm system has not worked since at least early March of 2015, though I suspect it had not been working for some time prior to that. I requested service to the alarm when the problem was discovered in early in March 2015.

A technician installed a new cellular monitor device in March, but failed to install the system properly. The system failed again less than 30 days later. A second technician was dispatched and determined that a key part was not installed properly on the first visit. This technician left without completing the repairs, but assured me that he would return once the part was ordered.

I have made in excess of 10 attempts over seven months to get the company to repair the system and deliver upon the contracted services, to no avail. The company has continued to charge me for monitoring services, though they cannot actually provide monitoring for a broken security system. The company did finally credit two months of monitoring service, but they have yet to actually resolve the problem of a nonfunctional system.

On several occasions I have simply asked that they cancel the contract, which they have refused to do. The latest call to customer service, made on 10/29/15, resulted in a promise that a technician would call to schedule an appointment within 24 hours. To date, no attempt has been made to schedule this serviceDesired Settlement: I want the remaining contract term to be canceled without penalty to me and six months monitoring service charges refunded to me. The monitoring rate is $39.99 per month, which brings the total to $239.94.

Business

Response:

It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc. The customer was having issues with his system’s cellular transmitter not communicating properly.

On 4/13, a service technician was at the customer’s home to install a cellular transmitter. For some unknown reason it looks like the transmitter failed approximately thirty days later so the customer called into the office and set new service appointment. On 5/22, a different technician that serviced the customer’s home determined that the wiring harness was culprit of the cellular transmitter’s failure so another service ticket needed to be set to order parts and make the necessary repairs.

Mr. [redacted] called the office approximately thirty days later where he was quite upset that the customer service representative did not follow up with him. We apologized for the miscommunication and provided the customer two months of free monitoring. The customer has had issues getting services because due to unforeseen circumstances we had two qualified technicians that were hospitalized thus, holding up his service appointment.

On 10/29 the customer was promised that a technician would contact him within 24hrs but the technician failed to call him during that time frame but he did contact him the following day. The customer has worked out a service date and time with the technician and the parts have been ordered. Customer service representative Greg has been assigned to the account and to assist the customer throughout this service. He contacted the customer on 11/9 to inform the customer that parts have been ordered and the tech will be contacting him to coordinate service with him this week.

Any issues, please contact me at ###-###-#### Greg.

Consumer

Response:

Review: [redacted]I appreciate that after no fewer than 8 contacts with SafeHome occurring on at least 4/16/15, 5/22/15, 6/26/15, 7/10/15, 10/29/15 (not all dates recorded) and a complaint to the [redacted] Attorney General's Office and the Connecticut Revdex.com, your company finally sent a technician to repair the security system on 11/9/15. I also appreciate that you provided a monitoring service credit of two months during this period. I do not accept this response because SafeHome charged for monitoring services throughout at least eight months of system failure, which began sometime in early March 2015. The service for which I contracted could not be provided by SafeHome for this period because the system did not work. I am due an additional six months service credit for the period of system failure. This level of restitution does not include the considerable time and effort it has taken me to motivate your company to honor its obligations. I am sorry that your technicians had personal concerns that prevented them from scheduling repairs. This is not pertinent, however, to whether it is legitimate for a company to charge for a service that it did not provide and obligate a customer to this level of persistence to get meaningful resolution.

Review: Company gave date and time to come and service the alarm through a third party vendor. When I called again to ask why the tech did not show up, I was told there was some confusion . I insisted on s phone number to the vendor which was provided after a heated argument . I contacted the vendor and was told there is no work order for the service . This isn't the first time they have made done this. In 2013 we bought a new house and requested to transfer the service to the new house. It took numerous calls and months to install it and charge extra for the wireless sensors .Desired Settlement: I would like to cancel my contract with them and get my money refunded for the services they are not able to provide. I still have like 2 more years on the contract .

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.

Gregory called Monday and Tue to find out if the repair has been done. Tech was supposed to come last Friday but called with car issues and eventually showed up Saturday morning. He worked on it for a few hours and we have not had any issues so far. Greg left messages to follow up and make sure it was working and that he issued a credit for 2 months. We have not responded to him as of yet due to our busy work schedules during the week. Please let us know if you need any other infor. Thank you [redacted]

Sincerely,

Business

Response:

Account #: [redacted]

Dear Mrs. / Mr. [redacted],

I am writing in reference to a service call that was scheduled for March 2nd, but was missed. I have attempted several times to contact you to reset this appointment but I have not been able to reach you. It is important that you give me a call as soon as possible so that I can reset the appointment and make sure you get the service you need.

I can be reached at ###-###-####, extension [redacted].

Thank you,

Gregory M[redacted]

Customer Service Specialist

###-###-#### ex- [redacted]

Review: I received a contract for renewal of service back on November 27, 2012. I did not want the service with them anymore, so I cancelled the service by phone with [redacted]. I never had to return the contract, I still have the contract here at my residence. About 2 months after I cancelled the service contract, they began sending me bills. Upon contacting them, they told me that because of a contract that I had with the company before and that they had taken over that contract that I was still responsible for that contract. To my knowledge, the contract that Safe Home Security offered superseded the old contract. To try to resolve the matter I sent Safe Home Security a copy of the contract I have, that has written on it, Cancelled November 29, I put the date on it for my records. Now they are saying that because I have my signature on the copy I sent them, that I am responsible the contract. As I said, I sent them only a copy of the contract, I still have the white, yellow, and pink copies here with me, at my residence.Desired Settlement: To resolve this matter, I would like for Safe Home Security to stop billing, and calling me about the service. Because the service was cancelled, and I would like it if this was not placed on my credit report as they threaten.

Business

Response:

A contract was signed by [redacted] June 1 2010 for a 24 month period. A 30 day cancellation notice is required in writing 30 days prior to the expiration or it will auto renew at the same terms, (24 months) The renewal period will not expire until June 2014. please note the contract SHS sent was due to the terms of the previous contract were dure to renew. Also it was never returned so the terms of the previous contract are upheld.

Business

Response:

As a courtesy we will cancel this account. No further monies are due. Please allow 30 days for the process to complete and ignore any correspondence recieved prior to that time.

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.

But when they say no further monies due, they do mean that I do not owe them any monies. If that being the agreement, I am satisfied.

Sincerely,

Review: Dear Sir or Madam,

Safe home security has:

1. Charged us $139.96 for 4 months of monthly monitoring services never received (they change the call station they use and failed to remap our unit to the new call station despite several attempts)

2. Charged us a $233.97 cancellation fee, there should be zero cancellation fee as we cancelled more than 60 days before our auto-renewal. Certified mail mailed 2/27, E-mail request 2/27, return receipt signed by [redacted] 3/2, all documented.

Safehome purchased our contract from a smaller provider, the relationship has been a nightmare ever sense. Please help.

Sincerely, [redacted]Desired Settlement: We would like them to stop charging our credit card and refund us the $373.93.

Business

Response:

WE WILL BE CANCELING THIS ACCOUNT THERE IS NO REFUND DUE

Consumer

Response:

Review:[redacted]I am rejecting this response because:

1. We have not received service November 2014. Safe Home changed call station vendors which had the effect of discontinued our monitoring service in November. Despite several attempts to troubleshoot issue (both remotely and at our residence Safe home was unable to restore service.

2. Safe home charged us for a service call related the issue (100% related to their decision to change call station vendors) after agreeing on or around Dec 15th that they would not in fact, Safehome only decided to charge us for this service after we decided to cancel service

3. All charges from November 2014 forward are invalid, service not received, issue 100% related to your decision to change vendor which your company never rectified despite requests by us in Nov, Dec & Jan. Company. [redacted] had the audacity to tell me it was my Fault for not reminding the technicians to come back. Worst customer experience of my life bar none. Hundreds agree. [redacted], this company actively engages in abusive practices

Sincerely,[redacted]

Business

Response:

WE WILL REFUND THE $89.00 SERVICE CALL, CUSTOMERS AGREEMENT EXPIRES MAY 2 2015. CUSTOMER HAS DISPUTED THE LAST 2 EFT PAYMENTS.WE ARE CANCELING THIS ACCOUNT EFFECTIVE 3/18/15 NO FURTHER REFUND IS DUE OTHER THAN THE SERVICE CALL

Review: We have contacted Safe Home Security to cancel our contract with them, we went with another Security System on 5-14-14; was told they had a new contract signed by[redacted], we had no record of this, requested a copy be emailed but never received. Another call was made on 1-8-2015 again requesting the contract be canceled and was told the same story. She did email a copy of a signed form but I don't see how [redacted] could have signed and mailed the form back to them since he has been in and out of the hospital, rehab, and nursing homes since June 13, 2013. I have taken care of all mail. I also went to the bank, they refused the debit to our account several times, but the debits have started again. I also wrote a letter to the President of this company but did not get a response. I guess the next option is to go close the account or go to a different bank. Due to [redacted] condition, we can not afford the alarm system bill.Desired Settlement: Cancel the "contract" immediately

Business

Response:

On August 21, 2013, the customer called in due to their alarm panel beeping. This beeping was caused by a low back up battery. The retail cost of this battery is $49.00. The customer ordered the battery and we mailed it out. On August 22, 2013, the customer called back to install the battery. The same representative walked him through changing the battery. Once that was complete, she informed the customer that she would waive the $49.00 charge for his battery if he wer to renew with us. The customer agreed, and we mailed the agreement. On September 9th, 2013, the customer called to let us know he had not received the renewal paperwork in the mail. The representative then mailed another renewal packet for the customer. The customer called in on 9/13/13 with questions on the renewal, which were answered to his satisfaction. He informed us that he was mailing the renewal back. We received and processed the renewal on 9/23/13. We placed the credit for his battery as promised. At that point, both parties received what they were promised they would receive.

There was no contact from the customer after this until May 14th, 2014, [redacted] called in because she had switched companies. She did not inquire with us the status of her account beforehand. When we informed her of the contract renewal that her husband signed, she said she would just file a complaint with the Revdex.com. We mailed her a copy of the agreement that [redacted] signed. In the weeks following, we attempted to have the customer allow us to reactivate our alarm panel, but the customer declined. Because of the course of action taken by the customer, their refusal to accept our resolution, and the signed agreement terms, we will not be cancelling the account earlier than the agreement date.

Review: I tried to cancel contract, they stated that they needed was a letter stating so. Letter was sent. They have continued to bill me.

Contract was signed in 2008/2009. I decided to cancel the service with 4 or 5 months left on the contract. They stated that they had to have a letter from me stating so. Letter was sent. They turned off our system, how ever they continued to bill me for the service. we have talked to numerous people from this company and everyone gives us a different story. They are now telling me that the letter had to be certified to stop the billing. How is it that the letter that was sent stopped the service but couldn't stop the billing? They are telling me now that I owe them over $2,000.00. They are saying that the contract that I signed was a rollover contract and that after 2yrs. it automatically renewed. No one ever told me this. But in actualality, it doesn't matter because I sent a letter to stop the service. Everytime I have contacted them or they have contacted me they have been very rude to both my husband and I, we have been hung up on numerous times. They are not willing to work with us to get this resolved. I have offered to pay the balance of what we owed remaing on the contract, however they do not want to do this unless we renew the contract. We have asked them to come and remove the system. We do not want to renew, we were unhppy with the service that we received, hence why the letter was sent to cancel the contract. I feel like we are being bullied by this companies employees. They have threatened to report this on my credit. They have even went as far as calling our family members and telling them that we owed all this money and wouldn't pay them. At one point we tried to work out a payment plan and told them we couldn't come up with a lump sum of money all at once. They procceded to tell my husband how sorry I was for being out of work to have my child. And asked him why he would stay married to someone who wouldn't work. They have left nasty messages on my voicemail and on our answering machine. Desired Settlement: I am willing to make payments on the amount that was owed to pay for the remaning balance of the initial contract, it was for 4 or 5 months. I am not willing to pay for the finance charges that were accured nor am I willing to pay for the portion of the contract that was rolled over. I would like for them to come and pick up the system. I am not willing to renew a contract with them. I would like for this to be removed from my credit if it has been placed there. (They have threatened this numerous times, even though this account has been in question for a long while).

Business

Response:

Business Response /* (1000, 8, 2013/07/24) */

The customer and I have benn in contact via email. Ms [redacted] has indicated she would like to resolve this account. My last email was to request a settlement offer she would like to make to resolve this matter.

Consumer Response /* (3000, 11, 2013/08/02) */

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

THERE HAS NOT BEEN A SETTLEMENT AGGREED ON.

The company contacted me via email. They requested a settlement offer. I sent a proposed offer (the same offer stated in this complaint). The only response that I received was to respond to this complaint. They have not stated anything regarding a settlement. This is the kind of thing that I have dealt with this entire time. (WE HAVE BEEN IN CONTACT VIA EMAIL- I HAVE THE RECORDS)

Consumer Response /* (-5, 13, 2013/08/02) */

I have spoken with [redacted] again. We have reached a settlement as of 8/2/2013.

We agree as follows:

$399.99 plus $20.00 for a service fee.

I will pay $50.00 a month (more if possible) until the amount is paid in full

Review: Recently switched to monitoring only, was told to start sending payment which I did, received a late notice 3/12. Tried unsuccessfully to reach the billing department and left them messages. I was hoping their systems would catch up to the change. I received a notice now that I am 30 days past due and that they have reported to "multiple credit bureaus" I have sent them three payments in the agreed upon amount.Desired Settlement: They should adjust the billing to reflect the new amount agreed upon in the contract, and I need proof that they remove the erroneous reporting to the credit bureaus

Business

Response:

The reason the customer is falling behind is that he is on quarterly billing ( meaning he gets billed for 3 months at a time, due the first month) but he is sending in monthly payments. I credited out remaining late and finance and he is now caught up. On May 1st he will be billed for 3 months again, he must pay the bill in its entirety. If he wishes to pay monthly he must go on automatic debit that is the only way. As a courtesy we will perform a 1 time credit update.

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.

They make you sign a contract, twisting their words and making it sound like you are getting a great deal by giving you 6 months of free service but extending your contract much longer. I have been paying 49.99 since 2013 and my service ends nov28th 2016. Other companies offer same service for 29.99, they are theifs and deserve to be in court. I did not shop around and that is my fault, but why is a company like this allowed to make customers overpay for this service to be in the business with huge contracts when families are struggling you cant break the contract. This is absurd. Demanding CLASS ACTION LAWSUIT please.

Review: Signed up my security system through [redacted] years ago and unknowing to us they sold out to this company safe home security. I have called for 3 weeks to try and get a technician to fix our system but to no avail. I have called up to 3-4 times a day. I haven't been able to get any help or even a call back.Desired Settlement: monitoring system

Business

Response:

I HAVE HAVE CALLED AND LEFT MESSAGES FOR CUSTOMER TO CALL ME PERSONALLY TO HELP RESOLVE THIS ISSUE.CUSTOMER HAS NOT RETURNED CALLS. WITHOUT A CALL BACK I CANNOT RESOLVE THIS ISSUE.

Review: We have had several issues with our alarm system over the last year. At times it has worked properly but at least five times it will alarm for no reason. At these times we can not turn the system off with the directed code. Lately, the system will alarm as above and will not report to the security company that contacts 911 in case of an actual fire. We have had several service people come in to fix the issue, but this time with no good result. A couple of these random alarm soundings have been on a weekend with no service available from the company. One of these times we had to leave home because we couldn't turn the system off. We called Safe Home Security today to again get service because of two random alarms this weekend. They informed us that if we didn't hear from them within two to three days to call back. We said that was not going to work for us since this alarm goes off randomly and lately in the middle of the night. They didn't offer a different option so we requested to discontinue service with them. They stated adamantly that 'that won't happen' After a bit more conversation, we asked how to completely disarm the system on our end, which we did. But, that leaves us with no alarm at all which leaves us vulnerable to fire with no alert. That becomes a huge issue of safety for our family. We appreciate your help with this issue.Desired Settlement: We would like to get the system up and running correctly if possible, or discontinue our contract with Safe Home Security in order to find service elsewhere.

Business

Response:

I have contacted Mr. [redacted] and advised him I would credit his account and have a technician come to his home and fix or replace faulty equipment.

he refused my offer and stated that he wanted the system canceled. and credited. we can fix the system and have a technician available. I spoke to the

COO and customer is in a primary agreement (60month) and we will not cancel his agreement. Customer is refusing service.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We have been told the same thing numerous times. We have had technicians out to fix the problem several times, to no avail. The alarm now goes off several times a day for no cause. We call the company to cancel the alarm and they say they have not received a signal that the alarm has been activated. The company has tried several fixes and none has worked. My question is, "How many opportunities must we give the company to resolve the problem?" We have be patient in providing several opportunities to resolve the problem with no resolution. We have six children with disabilities in our home and the false alarms are very disturbing. We have given the company sufficient opportunities to fix the problem and it is worse than ever because now they are not even receiving a signal when our alarm goes off. We will not accept the solution offered and will move forward with other avenues available to us if they are unwilling to terminate our contract.

Sincerely,

Business

Response:

Per the COO again we will not cancel the agreement.

We have sent equipment to the home to repair the issues and have a technician available.

The customer is refusing service in a Primary agreement.

I have offered to credit the account for the months with out service and repair the alarm.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

April 25, 2014

I am writing to file another complaint related to complaint #[redacted], a claim which I filed and which was ultimately determined to be resolved, by the Revdex.com.

The agreement the Safe Home Security offered as a result of our complaint was to repair our home alarm system and provide 4 months free coverage. We preferred termination of the remaining months of our contract, but they rejected that request, so we moved forward to pursue the remedy offered by Safe Home Security.

During the past four months of disputes and unresolved problems with SHS, we have made all our contract payments to date. We were pleased that SHS did come out this past Monday to repair our system. They assured us it was in working order.

However Tuesday our alarm went off three times without provocation. Each time we called the company to report that the alarm went off for no reason. In all three cases the monitoring office received NO alarm signal from our home. In other words, our alarm went off three times; we called it in three times, and for all three incidents the monitoring office received no signal that our alarm went off. In addition, we were not able to disarm our system using the instructions Safe Home Security gave us and had to flip off the circuit breaker in order to stop the siren.

During the third report of a false alarm, Tuesday, we were told someone would come to repair our system and that we would receive a call within 48 hours to set up an appointment. That timeline has passed with no communication from the company to us. As a result, our home remains unprotected and the only way to stop the alarm in our home has been to turn off the alarm's circuit breaker.

In our last Revdex.com complaint #[redacted] we stated how this same scenario has been occurring since January 2014. We have tried to be patient customers, we have always maintained our monthly payments to Safe Home Security, and have given numerous opportunities for them to repair the system, all to no avail. We still have a system that doesn't work, that emits a loud siren when we try to activate it, and there has been no response from Safe Home Security to even set up an appointment to try to fix our system. We have been through this same scenario five times over the past number of months and we still have no functioning system.

We are once again requesting the following resolution: Void our contract with Safe Home Security so we can pursue from another company.

In summary, we have been without home protection for many weeks because SHS is not able to repair it. We have given many opportunities for them to repair the system but it still remains non-functioning. In addition, since we first filed complaint #[redacted] we have given SHS two additional opportunities to repair our system and yet we have not even received a call to set up an appointment for repairs.

My question is: Legally, how many opportunities must we give Safe Home Security to provide us the product (home security protection) for which we have been paying these pasts 3 1/2 years but are not receiving? We believe we have gone above and beyond being reasonable by being patient, trying to work with the company to resolve the problem, staying current with all our payments and yet we still not only do not have a working system, we have received to appointment date for them to try to repair our system.

Since their resolution to our complaint #[redacted] has not been fulfilled by Safe Home Security, we are respectfully requesting immediate termination of our contract in order to resolve this matter and close our complaint.

Thank you,

PS

We just called again, Friday, to request an appointment for repair and they reported that they had no information that we needed a repair. They were unaware of their promise to call us within 48 hours of our last call to them to set up an appointment.

cc: Safe Home Security

Business

Response:

The customer called in today and we set a service request for the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Please see attachment

Sincerely,

Business

Response:

We have explained to this customer numerous times that the siren in her home is not connected with the security system. [redacted] was advised on 5/23/14 to contact an electrician regarding the preexisting home fire system she has, that isn't compatible with her alarm system. Performed a live test with the client and had her arm the alarm system, we received the signals and responded. When she switches a breaker in her home the fire system shuts off, and she is still able to use the alarm. This is further explanation that the preexisting fire system is not capable of being apart of the alarm system.

Review: Absolutely horrible experience with this company from the start. First, they put in the wrong address into their system when they enrolled us. So, when we had a break-in (which unfortunately we did, cops were sent to the wrong address. We weren't home so we were not hurt, thank God, but we did end up having our car stolen and jewelry stolen as a result.

They gave us a free year of service as a result, which at the time we settled with the thought that if we had any more issues we would cancel at that point. Then, we moved across town and requested a transfer of service. At this point, they sent someone out that did not even know how to install a new keypad for our pre-wired home. He had to leave without installing the system. They were supposed to call back to remedy the situation - We reached out to them for a period of three weeks without getting anywhere. Finally, a manager called me. When I tried to cancel the account due to the absolutely horrible service, they said we could not and we were to be charged $2,000 if we did. She also said "even if you wanted to pay the money, it is way too much of a hassle to cancel, so we won't go over that." Then, they set up an appointment for another technician to come to my new house without even asking me first if the date worked for me. When I tried to re-schedule the apt (that they left via voicemail), no one called back. They also tried to back charge us for the transfer of service (which never occurred), and also suddenly charge us for the prior 8 months that were supposed to be given to us for free. I want to cancel my service immediately free of charge, which should be no issue given what we have been through with them. They are lucky we did not sue for damages for the first incident.Desired Settlement: We would like our service contract cancelled, free of charge.

Business

Response:

[redacted] service call occured yesterday, the alarm system is installed, fully functional, and being monitored.

Review: We have had problems with Safe Home Security since day one. We got a security system from them on July 30, 2011. When you turn the system on it said doors and windows on, motion on but that's not true, nothing is on the windows unless you pay extra for it. I went to make my community aware of this if I saw a Safegaurd America sign in the yard. One lady who was a different race said I don't no what you are talking about he did my windows and doors and I got a smoke detector too. I have the senior citizen rate and she showed me her contract for $49.99 a month. The same price my husband & I pay. I called the service and ask why we were no told about this senior citizen rate and my husband is a senior too. They said they have no such rate. I ask why your system say windows secure and they are not. I told them someone could come into my grand-daughter's room and kill her and we would never no. They said you have to pay extra for your windows. They didn't tell us that at first and how can they call the fire department for a fire when they put no fire detector in our home. I have always paid my bill on time, how ever I stop paying when the bad weather cause our light to go off and the security system went off too. The panel was black and would not respond when we tried to set it. I called the company they said I had a low battery and it need replacement for $5.00. I ask what am I paying the $10.00 a month for, she said the battery is not included in the warranty. I said what and why, they said they will call me back in 2 hours. She never called back, I have wrote a not with every payment. I call them and get a different story every time, one said nothing is wrong with your battery. Your system is working fine. I have been calling or sending a note by mail about my dissatisfaction. All they do is continue to send you a bill. I have tried this several time set the alarm off walk through my house and go outside and wait for some one from the system to say something. It was too long. I COULD HAVE BEEN DEADDesired Settlement: I AM NOT SATISFIED with the service at all. I have tried to talk to these people and all they will say is its a miscommunication. I have always paid this bill three months at a time. The whole time I have been had these complaints since day one. I do not feel I am getting the service I am paying for and today they say I have a low battery when they called for payment. They had not called to notify me and they system is not beeping. I WANT TO CANCEL THIS CONTRACT ! They say I will have to pay

Business

Response:

I have taken a look at the file regarding the claims made by Ms. [redacted] and will call her Monday 4/14/2014. I find it strange that the customers window are not protected. I will have a technician go to the house to assess the situation and let me know what I need to do to protect Ms. [redacted] home. In addition, if she needs a new back up battery in her system I will supply it at no charge to her. Her warranty does not include batteries but because of the situation she is in I will waive the fee on the battery.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] HAVE NOT HEARD FROM BUSINESS

Business

Response:

I have set a service call for this Thursday for which miss [redacted] has accepted. We are going to access the situation and repair or replace any broken parts that need to taken care of. The techinician will be at her home between 9 - 1 on May 22nd.

Regards,

Customer Service Manager

Consumer

Response:

I am writing because you sent me a letter that the case was close because the company has met my needs. My ID number [redacted]. I called you (Revdex.com) about the middle of June to inform you that the company had not did anything about my complaint. I called Mr. [redacted] at ###-###-#### ext-[redacted] this is the information I got from you. He said they will correct the problems. No one has done anything. The security system as I told you in my complaint has not security on my windows which are ground level and no smoke detector. When you arm the system it said doors and windows on but nothing in on the window. I told them someone can come in my grand-daughter window and hurt or kill her and I wouldn't know it until I look in her room. How can they detect smoke or fire when they didn't put anything in. I have always paid 3 months at a time. I have complain with every payment I sent in. I even walked down my hall and the motion sensor didn't pick me up until I came back. I waited for the contact from the company to ask me for my password. It never happen. They called my husband later and said the alarm had came on. He told them I was home. They never came on the system in a timely manner so to cover themselves they called him but I was standing right their they never came on the system. One person say I need a battery they next person say the system is OK. I pay $10.00 for warranty but they say battery is not included. One person said if you pay the bill we will send you they battery, ok I paid them but still no battery.I have not paid anymore because I am not getting the service so now you can set it and test it no one comes on the system. They were not telling you the truth when they said the matter was resolve. They have not corrected anything. This security system is not home security at all. The only action from them was a letter that I still have a contract with them that can't be terminated prior to the contract date. I do not agree. I need it terminated so I can get some reliable security.

Review: I contracted for security services on 2/13/08. When the 3 year contract expired, I was contacted many times to renew the contract at a higher rate. I asked on most of the calls if I could continue on a month to month basis and I was told yes that I could. We decided to transfer our service to another company and replace the equipment in the house, and when I called, I was informed that I was stuck in another 3 year contract - exactly the opposite of what I had discussed with their sales people over and over. Safe Home is refusing to cancel my contract - even though the equipment will be removed and completely non-functional at the end of this month when the replacement equipment is installed. The manager - J [redacted] - was extremely rude and tried to avoid giving me his supervisor's name (going so far as to tell me that his supervisor would not read anything from me). I have emailed my written notice requesting an immediate cancellation, but I have been informed that I will continue to be charged thru Jan 2014. In addition to feeling like I am being ripped off, I am afraid of being held hostage by this company as they can negatively impact my credit score.

Product_Or_Service: home security monitoring

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Just want a contract cancellation effective 3/19/13 with no additional charges or credit impact.

Business

Response:

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

This customer is not in a position to allow another company to install equipment. If the other company installs their equipment and removes ours, they will have committed an illegal act called tortious interference. As the customer stated, they have decided to switch to another company first, then call to inform us afterwards. We are currently in an agreement. If there is a reason why they are trying to have another company installed, we would love to offer our help to rectify any issues they may be experiencing. How are we able to resolve an issue that does not exist? Cancelling this account is not an option and the agreement is set to expire on February 13, 2014.

Consumer Response /* (3000, 7, 2013/03/26) */

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

1 - I called 3/11/13 requesting that the service be cancelled. I am not happy with the service or support. I have no intention in trusting this company any longer with the safety of my family or belongings.

2 - A request for the contract was requested on 3/11/13 to [redacted]@safehomesecurityinc.com. To date, nothing has been received.

3 - The equipment in the house is mine with the exception of a card that was installed to support the wireless communication. I was charged for that card at the time of install. It is my option to have any or all equipment removed from my house. The replacement system will be installed on 3/29/13 with a new company.

As of 3/29/13, I want no additional monitoring from SafeHomeSecurity.

If Safe Home can provide me with a copy of the contract, I will pay whatever fee required to end the agreement and cease any relationship with their company.

Business Response /* (4000, 9, 2013/04/10) */

I have yet to see any reason or situation given that justifies the customer going to another company.

1 - I called 3/11/13 requesting that the service be cancelled. I am not happy with the service or support. I have no intention in trusting this company any longer with the safety of my family or belongings.

Why do you wish to cancel? What has made you unhappy? Why are you not able to trust us?

2 - A request for the contract was requested on 3/11/13 to [redacted]@safehomesecurityinc.com. To date, nothing has been received.

A copy of the agreement was mailed on 3-12-13. We are not sure why it didn't get received, but we may simply send another.

3 - The equipment in the house is mine with the exception of a card that was installed to support the wireless communication. I was charged for that card at the time of install. It is my option to have any or all equipment removed from my house. The replacement system will be installed on 3/29/13 with a new company.

Safe Home Security is not disputing that the equipment belongs to the customer. We are also not disputing the fact that the customer has the option to remove their property.

What has Safe Home Security done or failed to do, that would require the customer to go to another company and contact the Revdex.com? With the customer unable to provide any form of a problem, what is there to solve or rectify? Please help!

[redacted] Director

X-XXX-XXX-XXXX ext. [redacted]

Business Response /* (4000, 13, 2013/05/01) */

There are nine (9) months remaining on this current agreement. The total amount due to close the account is $266.67. A copy of the agreement has been mailed to the customer at the address of [redacted] in [redacted] Springs, FL XXXXX.

Consumer Response /* (3000, 17, 2013/05/10) */

Written (and registered) cancellation our my account has been sent so that this service is both terminated and no additional billing is attempted after the contract expiration day in 2/2014.

Safe Home Security continues to bill us for monitoring even though we have a letter from them dated October 15, 2014 that we canceled our account. We sent them a certified letter in early October because our neighbor had trouble canceling with them earlier in the year. I have contacted them after every billing. First it was it just takes a couple of months to get out of the billing cycle to last month - "you have a contract with us". We have never had a contract! She said she would check and get back with us. We just received a bill with a threat that it will go to the credit bureaus! They are bullies and scam artists. We will be contacting an attorney.

Our systems continues to beep and we have to reset several times during the month. We all them, scheduled service and they did not show 2 times. We decided to cancel the service and they said we needed to fax a letter, we faxed it and 3 months latter they still are charging our credit card. We called them several times, they always say they are going to check the file and call us back but they do not call.

We had used Safe Home Security without complaint for a couple years before we had to make some changes to our account. Six months of broken promises, billing for services not requested, lack of response to phone messages, back-dated correspondence and threats to report delinquency to a credit bureau if we don't pay three months in advance are among the many frustrations we have with this company. This is the most inept company I have ever had the displeasure of being contracted with.

Review: During the past two months, our alarm has gone off twice while we've been home. There was no emergency, but the alarm company did not call us or notify the police. We did not follow up directly with them. We called the company yesterday to cancel our service and the customer service representative said we are lying about the false alarms with no follow up from the alarm monitoring dispatchers, because they have tools to monitor our activity. She also said her records show we have not set our alarm since August 2015. This is entirely false, because we have set the alarm every night before going to bed. We informed her that the Company was exposing itself to a future lawsuit if a real emergency occurred with no response from the dispatchers. She informed us it would take up to 60 days to cancel our service and that the request had to be made in writing. After pushing, she finally gave us an email address to send the cancellation request. This is terrible customer service. If their system is telling them we haven't set our alarm in 6 months, shouldn't that set off a red flag of some sort on their side to indicate something might be wrong with our system? We've been paying quarterly monitoring fees and system warranty fees all along.Desired Settlement: I think the business should refund our monitoring and warranty fees since August 2015. Monitoring fees are $31.91 per quarter, so a total of $63.82, and warranty fees are $79.60 per quarter, for a total of $159.20.

Business

Response:

To whom it may concern,

Review: I had been with this company for a few years, but in February 2015 I switched my phone service provider. I contacted SHS to notify them that my current system was no longer working and that I wished to go ahead and cancel my service. The representative convinced me that it was "very important" for my family's safety to continue services, and offered to upgrade my system to utilize a cellular phone instead of the land line that was no longer an option to use. No additional cost, but because this was a more expensive service I could opt to keep my previous monthly cost the same by eliminating the warranty service that include service. I just had to sign a 3 year contract.... Every day for the next several days I received emails from SHS encouraging me to sign the emailed contract and return it, which I finally did because they would not stop emailing me. Then... nothing.

I did not hear from them. I didn't receive the cell phone from them to upgrade my system. After several weeks I called back to "[redacted]", the woman who had convinced me to stay with SHS, only to be told she had been fired. I told them I wasn't interested in working with them if they didn't call me or send me the equipment - I was firmly told that I had signed a contract and would not be released from it. I was angry and told them so, but to no avail. They told me they needed to know the model of alarm I had, and although there is no model number anywhere on the box (I had them on the phone with me while I checked) I gave them some information they said they could use to send me the necessary equipment. A few weeks later, I received not one, but two of the cell phones.. but when SHS sent a locally contracted service provider to my home to install the cell phone, I learned they had sent the wrong item.

Fast forward to mid-June 2015. The locally contracted service company has been out to my home twice, and neither time have they received the right equipment from SHS. The local company told me my alarm system is outdated and they cannot get the part, but need to get it from SHS if it is even a part that is still available. The local company called me again today to schedule another appointment, assuming SHS has sent me the correct equipment - I told them I have received nothing from SHS - no equipment, no phone calls, nothing. I called and left a message for SHS requesting the equipment and a refund for the months of non-service they have been providing my family.

For a company that seemed so concerned about my family's safety when they were trying to convince me to resume services with them, they haven't been concerned enough to actually do anything to protect us. They just take our money. And won't let us out of the contract, but apparently they must not have any responsibility under that contract to provide us with any service.Desired Settlement: I request that SHS either finish the job and provide the service they are charging us monthly for, or release us from our contract. I also insist on a refund for the months of service they have not been providing home security services. They did already refund 2 months of service, but now additional months have gone by and they are charging us for services they are not providing.

Business

Response:

I do apologize for the delay in getting you the cellular backup unit you should have had many months ago. We certainly will be sending the part out tomorrow and when you receive it please call me directly at [redacted] x [redacted]. I will set service and get your system up and running again. In addition I will be crediting your account for the additional months you did not have service. I hope this meets with your expectations.

Review: had an alarm system installed by this company. system has been non operational for over 2 months ive called many time to no response they will not return calls and will not fix the alarm system. made over seems like 100 calls to no prevail say they will call to set up date for someone to come fix but will not call back they still take payment out of checking account need help on this issue thanksDesired Settlement: I would like to get out of this contract because they are not living up to it

Business

Response:

We spoke to the customer on 2/10, and she requested 2 months of service. Those 2 months of credit were applied to the account that day. The Glass Break Detector was shipped to the client and we are willing to come and install it.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: we have received our glass breaks november 4th with no response from safe home security they are in no way trying to get these installed tired of fooling with this company

Sincerely,

Business

Response:

We are sorry the customer is rejecting our offer to service the alarm. We will not be canceling the agreement early. If the customer changes their mind and would allow us to make the necessary repairs, they can contact our corporate office at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:i did not reject their service I have been trying to get our alarm fixed since november everytime I call its they are contacting someone close to me or something giving me the run around as long as my alarm is not working no money will be in account for them to get paid and my calling days are over if they want to fix it they can contact me which they havent been doing for 3 months if Revdex.com would read all their reviews they would see what crooks this company is

Sincerely,

Business

Response:

We spoke with the customer yesterday and put a request in for our local office to contact the customer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they have been putting in request like I have said 100 times since November when we received our parts my wife may believe their crap I dont they will never get paid again until its fixed and if it goes against credit attorney says I have a legal action cause safe home is not living up to contract thank you and you have a great day I know I am now

Sincerely,

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Description: Burglar Alarm Systems Dealers

Address: 941 Moosic Road, Old Forge, Pennsylvania, United States, 18518

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