Safe Home Security, Inc.

This is the second time I have had service problems with Safe Home Security and no one came out. This last situation was an emergency situation where the panel went completely dark, could not see anything and could not activate numbers or away or stay. I'm thinking the alarm was not activated. Once someone went in and out of door, alarm went out and we were unable to deactivate the alarm. Called Safe Home Security for Service Tech, told me they had no one to come out to service alarm. I had also called the day before which was New Year's Eve, Service Tech told me they would have someone call me the next day, I asked if office was open and the person said yes, I waited thinking someone would call not knowing there was a a real problem until someone actually opened the door around 5pm New Year's Day, having to get up to go to work at 4:00am
A Supervisor got on the phone, telling us to unplug the alarm, we kept telling him there was not a cord we could unplug and they insisted that there was and that he could not do anything for us. I informed him I would not get off the phone until this issues was resolved and he told me I was not cooperating.
Finally my son got on the phone and asked him if something could be done we could not go in and out of door with alarm going off, as I had informed him we had neighbors above me with a little kid three years old and that I had to leave for work at four am. He didn't seem to care cause there was nothing he could do.
He advised my son to unscrew several wires, which I do not have phone service, and as he was unscrewing the wires you could see fire popping. He also had me pulling out the battery trying to tell him what wires were leading to where and both of us sweating and my heart beating and both very nervous.
Finally got wires unscrewed and when I finally talked to someone, I refused to allow someone to come out because I', canceling service with Safe Home Security, they are now turning the situation back on me saying I'm refusing service. Yes, I am refusing service, who wouldn't?

Do not do contract with this Company....I am having the same problems that all the other customers are having, Can not get out of contract and alarm does not work.
I am so sorry that I ever stopped at the ** Security Systems booth at a home show that I attended about ten years ago.
I will never give them another penny or let them near my home again even if it means taking a ding on my credit.
Don't know how they can stay in business ...oh yea they are true crooks!!

Review: This company services my Fl home.This past summer when I am in PA the system failed. After many calls my house sitter made two trips to my home to be present for the service person at a cost to me of #50.00. When I returned to Fl in Nov. I attempted to change my access code. After many hours on the phone with customer service it was supposed to be solved. When I left my home the alarm sounded and the police arrived. A technician then fixed the problem. Two weeks ago I was in my car and my sister-in-law called to tell me the alarm had gone off. When I called customer service I learned it was a malfunction on my master bedroom window. After a number of calls this was resolved. The next week the exact same thing occurred When I spoke with customer service they told me a tech would call on Fri. between 3 &5 Pm.NO ON CALLED. Finally in complete frustration On Jan 15,2014 I wrote the company that I had stopped payment at my bank on their monthly charges and requested they turn off my system. I have since received three calls telling me they will send my case to a collection agency and threatening my credit status. I have not used the system since I sent my letter and repeated requests to turn off the system are met with refusal. Please take any action you can to resolve this matter. They tell me I have a contract which is true, but I feel they have failed to honor the contract because of the many problems with the system and the level of service received from customer service. Thank you, [redacted]Desired Settlement: Contract terminated at no cost to me and system shut down permanently

Business

Response:

Currently working with customers attorney on a resolution.

Consumer

Response:

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

Sincerely,

The issue has not as yet been resolved. Safe Home has made an offer to my attorney which we are considering

Review: We have had SHS for over 9 years. On October 30, our alarm went off and no one from SHS contacted us. We cancelled our service and stopped payments. SHS has been harassing us ever since, trying to get us to continue paying them and adding on late fees and other charges and threatening to send us to collection or sue us. Every time we call and try to resolve this, they are very rude. They tell us we broke our contract and we have to pay. However, they broke our contract by not monitoring our alarm when we needed it most and that is what we were paying for!!Desired Settlement: I want the issue resolved where they stop sending us bills and no longer contact us. We have cancelled service and are not going to continue paying for services not rendered.

Business

Response:

Effective monitoring of an alarm system depends on the functioning of a home phone line. Mr. [redacted] has a full parts/labor warranty on his account. If Mr. [redacted]'s system was not operating, a service call is needed. Stopping payments does constitute as "canceling" an account and surely does resolve any issues.

Review: We signed up for a 36 month contract for services with Safe Home Security Inc. Our contract is up 8-19-2014 and I have tried several times to get them to cancel their services. I have been told that I can not cancel their services unless in writing, so I sent an email on August 2nd. I have been told it has to be 60 days in advance. I spoke with 3 different representatives on August 2, 2014 and was told by one that it was illegal for another representative to contact me about moving my services, no it's not illegal for me to go with another company. Had one to be really rude and ugly and the 3rd one I actually hung up on because he would not let me talk and kept interrupting me. At no time were we told this contract would automatically renew and at no time were we told this contract had to have a 60 day written notice to cancel. We have not had good services with this company. Our alarm has been set off many times by grandkids, opening the backdoor before checking alarm and in the 3 years we have had the alarm NOT ONCE has the monitoring company called our home to see why the system went off. Our home could have been burglarized, burnt down, and the alarm company did not call. We have paid for a service that did not provide us with any service at all. The system quit working at one time and I called the 800 number to get someone to tell me there would be $100 service call if they had to come look at it. I told them to fix equipment that was theirs and they said the equipment was not theirs and yes I would have to pay it. I called the tech who put it in and he told me how to fix myself. This company has very rude customer service and they do not call you back when they say they will. They holler at you and talk down to you. I would NOT, I MEAN NOT recommend this company to anyone to safe guard their home.Desired Settlement: I want my contract that I fulfilled for the 36 months and they did not fulfill CANCELED as of 8-19-2014

Business

Response:

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

Consumer

Response:

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

Sincerely,

Review: we had signed up for the program with all good intentions. The house was located in the countryside and there were no close neighbors. We tried to cancel,then found out this was not possible. Not what we wanted to hear, but ok. After going back and forth with the company it was decided we could pay off the contract in full and be done with it. We did so. I am now wondering why they dinged my husband's credit so badly. 50 late payments. Never late, prematurely paid off. All I want is for the ding to go away. It's been four years.Thanks.[redacted]Desired Settlement: I would like for the ding on my husband's credit report to be removed. There is no basis for it.The following pages are not letting input actual data. This occurred in 08 to 09. Am I too late to try for repair of credit history?

Business

Response:

A credit repair has been submitted to [redacted] and [redacted]. Please allow 30 day for it to be reflected on the report. Also [redacted] had and account or reported to [redacted]. However, it may have been picked up from the other bureaus. If so, please go on line at [redacted] and dispute the reporting. We will advised them to delete any adverse credit reporting upon receipt.

Consumer

Response:

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

Sincerely,

Review: I have ended my contract with SHS and am trying to terminate the service with no luck as they were non responsive to 3 missed appoints and numerous phone calls since Jan 27Desired Settlement: Terminate Service and refund my Feb payment as I am no longer using SHS.

Business

Response:

PER CUSTOMERS REQUEST WE WILL CANCEL THIS ACCOUNT IN RIGHTS. NO REFUND IS DUEDID NOT RECEIVE CANCEL LETTER UNTIL 2/16/15

Consumer

Response:

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

Review: I received a telephone call from my alarm company, [redacted]. Theystated that since I had been a loyal customer for several years, theywanted to send a representative to install an upgrade to my system - at no charge to me - and they set up an appointment to do so. The man came, installed the new equipment and then asked for a check made out to SafeHome Security. I questioned why I needed write a check and why it was notto be made out to [redacted]. He stated that he doesn't work for any alarm company, rather he works for the installing company. I also signedthat he had done the work and, as it turned out, a contract to have SafeHome Security monitor the alarm. I asked if [redacted] was now Safe HomeSecurity - had they been purchased? He didn't know. When my bank statement came and I was still charged by [redacted] for the monitoring I called them and they said I had been scammed. Since then I have attempted to contace Safe Home Security - they always answer, make me tell my story,and then say that some one else needs to be contacted and either send me tovoice mail where I leave my name and phone number - or they promise thatI will be called back by this other person. This has gone on now for several weeks with no return call - on the last call she hung up on me. Ihave notified my bank not to allow Safe Home Security to tske money out ofmy bank account and, sure enough this morning they tried. I have blockedthem from doing this.Desired Settlement: Because Safe Home Security duped me into letting them put their systeminto my home - and have refused to return my calls to discuss this matter -I feel that they are a disreputable company and I would like to cancel anycontract with them that exists and have [redacted] come and put back myoriginal system - which they are willing to do at no cost.

Consumer

Response:

This matter has been resolved. I am still of the opinion that I was tricked into changing alarm companies and I think they use very questionable practices, but because I don't want to go through changing the alarm equipment again - having the technician here for hours setting off the siren is very disturbing to my pets and myself - and because the gentleman I spoke to has offered me a price reduction and a free month if I will stay with his company I have agreed to do so.

Review: No longer under contract with this company, I changed to another company in August 2014 and I called Safe Home Security to cancel my services immediately. Safe Home Security put this on my credit even though I'm not under contract with them. I called them on 7/21/2015 and tried to cancel again and they said I could not cancel and they would continue to bill me and continue to put this on my credit. I can't afford to pay two alarm companies and don't want this bill to keep getting largerDesired Settlement: Do away with this bill that I do not owe.

Business

Response:

The customer signed a 5 year agreement in July of 2012, obligating them through July of 2017. The customer choosing to go to another alarm company does not nullify their legally binding contract. In fact, the other company that signed the customer has committed an illegal act called [redacted] (signing a client to provide a service that they are already in agreement to be provided by another company). The company will not be held financially accountable for the illegal act of another company, but will offer 2 resolutions to the customer:

Review: I gave a written notice to Safe Home Security once the five year contract was satisfied. We were then sent a letter stating that because we did not give the notice 60 days prior to the five year commitment we could not cancel for another year. I called and talked to an agent named Jamie and he said it was cancelled effective 7/17/15, then on 09/05/15 they charged my credit card $229.97 and they will not say why. I have called the credit card company and they are reversing the charge. On 10/05/15 I called and talked to another agent named Kayla who said that we can't cancel for another year and if we don't pay they will ruin our credit. She gave me a deadline of two days to decide, pay or ruined credit. We fulfilled the five year contract and have no intention of being held hostage by this company.Desired Settlement: I want this service cancelled as I requested on 7/17/15.

Business

Response:

Although this account is in agreement until July 5, 2016, Safe Home Security has agreed to cancel the account without penalty. There is no further money due and the account has been closed with a zero balance.

Consumer

Response:

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

Sincerely,

Review: We signed a 24 month contract on 8/16/2013 to monitor the alarm at one of our properties. In February of 2015, we informed Safe Home Security in writing that we will be canceling our contract on 08/2015. On 9/8/15 we contacted Safe Home as we were charged for the month of September even after we have cancelled the contract. On 9/30/15, we left a message with customer service without a call back. On 10/1/15, we left another voice message to inquired about our refund for September. On 10/2/15, we spoke with a customer service rep and were transferred to a Case Manager. On 10/5/2015, a 2nd payment was withdrawn from our bank account for the month of October. On 10/6, we reached out to the company via their Facebook page and we received an answer that someone will call us back. As of today, we have not received confirmation that our contract/account has been cancelled and no refund for the two additional months have been issue.Desired Settlement: I want to get a confirmation that my account has been canceled and a full refund for the months of September and October (so far).

Business

Response:

This account has been canceled and a refund check in the amount of $121.83 has been mailed.

Consumer

Response:

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

Sincerely,

Review: We switched our home security system provider in early September (9/9/2015). We were approached by another company and offered some system upgrades which we gladly accepted. They then provided us with an address and letter to write to cancel our current monitoring system (Safe Home Security). We hand wrote this letter and put it in the mail the following day. A few weeks later, we received an invoice from Safe Home Security showing a previous balance of $237 as well as a late charge and finance charge. (I had provided them with a new credit card number in August, but I am not sure what that date was.) The day after receiving this invoice, we received the return letter back as it was not a valid address. I resent the letter with the invoice the following day. We received a letter on October 16, 2015 informing us that our contract does not expire until 7/5/2016 and we must give a 60 day notice prior to cancelling. On October 31, we received another letter informing us that if we did not contact them within 72 hours receiving the letter we will incur late fees on our account. I called the number that they provided which lead to a voice mail system that must have been full since there was not the option to leave a message. I called back a second time with the same results. I then called a third time and went to the collections department and left a message with them about the situation. On November 2, we received another invoice with a 237 previous balance, late fee and finance charge. No services have been provided by Safe Home Security since the other company took over. Until this time, my credit card was billed each month and a payment was not missed. I do not know what this previous balance is or where it came from.Desired Settlement: I would like to have this mysterious previous balance removed and explained since all payments were on time.

I would also like to have their services terminated since they are no longer monitoring our system.

Business

Response:

Our client was approached by another security company, tortuous interference is illegal.We can switch them back at no cost, or the new company can buyout the balance of $550.00.I reached out to Our client today, and left a voice mail.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We have contacted [redacted] and they refered us to [redacted] Security, the ones who approached us on switching. We will need to email them a bill that shows the amount to break the contract from Safe Home Security. Once we have that bill, we can conclude this ticket.

Sincerely,

Business

Response:

We can switch them back to us at no charge or, the competitor and payoff the balance of $550.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I have contacted Safe Home Security and today have received the final bill pay off which I have emailed to [redacted] Home Security for them to take care of the payment.

Sincerely,

Review: This company drafted $500.50 from my account without my authorization. They claimed it was for a technician visit. But the technician didn't do anything when he came. Alarm panel is still not working and hasn't been for a couple of years. I already opened up an investigation with my bank.

Business

Response:

The customer disputed the draft in the amount of $500.50 and the charge was reversed. There isn't anything to refund.

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: BE AWARE of Safe Home Security and Security One. I am an active duty military member and I had a security system installed in Colorado Springs by SecurityOne, and I indicated to the salesperson that I was in the military and I may deploy or PCS within 24 months. He indicated to me that it wasnt a problem because they participate in in the ServiceMember Civil Relief Act and I could terminate the service by just showing them a copy of my orders. Now I am on orders to deploy to Afghanistan and SafeHome Security who handles the billing for Security One that I am locked into a 36 month contract, but with orders they reduce it to a 30 month mandatory contract and that I will have to pay all 30 months, even though I am renting this resident and I will be leaving it by 31 May 2013. So for all my military personnel who have been fighting for this country in a time of persistent conflict for 12 plus years do not spend your money with these companies because they do not honor or appreciated our sacrifice.

Product_Or_Service: Safe Home Security Alarm

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like to be given clemency for the remaining balance on my account because I cannot determine when, where and why the Department of the Army sends me overseas.

Business

Response:

Business Response /* (1000, 5, 2013/04/22) */

Contact Name and Title: Douglas Hallowell, VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted].com

The customer has a 36 month contract. We could enforce the entire 36 but as a courtesy will accept 30 because it is our breakeven point on the contract. Please contact us to make arrangements.

Review: In 2010 I called SHS to cancel my service; they had sent me a letter stating that I needed to renew with them since I didn't have a contract. I told them I wanted to cancel due to finances. SHS agreed to decrease monthly fee, I told them I would see if this would be workable with our financial needs. A repair guy came to our home to replace window sensors and out a filter(?) on due to new phone system. Before he left I signed what I thought was a work order, I never imagined that the repair guy was having me sign a 5 year contract; that's what I found out today when I called to cancel the service!! I had asked the guy what I do if I wanted to cancel due to our financial needs and he said to fax a letter giving 2 months notice and then they cancel the service. He never told me he was locking me into a 5 year contract; I would not have agreed to that since we were already struggling. It is so deceitful to have the repair person doing the contracts, I had made it clear to SHS that I was not willing to sign a contract, I had already been without one for more than a year due to not wanting to be locked into a long term commitment. Now to save $ due to work situation, we are looking to cancel this service and SHS said I am locked in until 2015!! this is crazy, I never committed to this, I thought I was signing an installation order, while I should have read the paper, I honestly thought it was for the window sensor and control pad work. I recall the guy was moving to FL and couldn't wait to get out of the house, she broke our control panel which to this day is screwed shut and cracked the window above a kitchen window sensor, which we were forging about since it was an accident while screwing the sensor into the wood. We have been good customers and would return to SHS when our financial situation changes, but now need to rethink that with the way we are being treated. I never even considered that they were going to deceive when they were offering to drop the monthly fee.Desired Settlement: I would like SHS to cancel the monthly monitoring and the 5 year contract, we did not knowingly agree to this.

Business

Response:

When a technician goes to a customers house he usually brings two types of documents with him; one being a work order and the other a monitoring agreement. In this case he had both documents. Each document was signed by [redacted]. As far as being confused about a work order and an agreement, they are cleared labeled.

In addition, I do understand about the financial issues that you are burdened with and will speak with the COO to see if anything may be done about the remaining portion of the agreement. I will not promise anything but will get back to you in a timely manner.

Review: Safehome is harrassing me about paying them a buy out when their service was "POOR". 1. My home was "NEVER" secured because at the time the technician came to my home I was doing home repair and he was unable to put the sensor on all of my doors."He stated, QUOTE "HE" stated he would come back and never did. I reported this. It's irronic that Safehome does not have this call in there records. 2.I also called them when they called my 70 year old mother(my contact) prior to contacting me. I called them about this.(No record of this either). When this mishap happened "AGAIN" I called them and told them that I no longer wanted their service and then they stated that since I signed an agreeement I had to continue to pay. I cancelled my auto draft and did not pay again. This company has harrassed me to no end. I was just told today by the "SUPERVISOR" that he was going to do everything he can to expedite this "buy out" of over $3000.00. Please help.Desired Settlement: Stop the harrassment as I believe that a contract has two sides. Write off my so-called balance. I requested to end service with them long ago. Safehome "BROKE" their contract on #1 and 32 above. They can come get their system and leave me alone.

Business

Response:

THE SYSTEM WAS INSTALLED IN JULY OF 2011. THE CUSTOMER STOPPED THE BANK AUTHORIZATION FOR THE MONTHLY WITHDRAWLS IN 7/11. THE PAYMENT WAS RETUNED CAUSING A $20 BANK FEE. THE ACCOUNT FELL INTO COLLECTIONS. THE CUSTOMER NEVER MENTIONED TO THE COLLECTION REPRESENTATIVE ANYTHING MENTIONED THE COMPLAINT ABOUT THE SYSTEM ISSUES NOR REQUESTED SERVICE. fURTHERMORE, HAS A WARRANTY AND IT WOULD NOT HAVE COST ANYTHING FOR A SERVICE CALL. THE ACCOUNT WAS EVENTUALLY SENT TO A THIRD PARTY COLLECTOR WHEN SHE REFUSED TO RESPOND TO ANY COLLECTION CALLS, MESSAGES OR CORRESPONDENCE.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. Regarding the rejected payment. My debit card was lost and I had to order another one. The Security company called me and I gave the my new card infortmation and the payment was collected. End of that story.

2. As I mention in my complaint. This company did not completely install all of the sensors on all of my doors(And I did let them know that when they called).

3. I called them when they called my elderly mother "FIRST" before they called me. I explained to them that they should call me first before calling my monther (My first contact) "after" calling me.) None the least they called my monther again. I called them back and said that I no longer wanted theri services since they "BREACHED: on an agreement between the of us.

The QUOTE" supervisor/manager" said he was going to do everything he could to assure that I pay for services that I never received. I told him they could come and get theie equipment as it is not being used AND that can be verified as I turned the alarm off to assure that I didn't hear from them again.

4. I also told the company I will agree to pay some but not for services that were not rendered to me.

5. I feel that this company "BROKE" the agreement with me therefore I should not be responsible for paying them.

Sincerely,

Business

Response:

Safe Home will send the contract and supporting documentation to the initial response to the Revdex.com for review. Not much I can add to what has previosuly been stated

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The supporting documentation is going to be the signed contract that I signed with Safe Home. Yes I signed the contract "BUT" Safe home did not provide the service that they promised they would provide. Therefore Safe Home renigned on the agreement and I should not have to pay for services they "DID NOT" provide as promised. I do hope that you inderstand my frustration begarding this matter and hope that my reach out to you stop this company from doing this to any other person that is unable to rebut the harsh push and demand of a company that is absolutely "WRONG".

This company is a sorry excuse for any business that I have ever had to deal with.

Sincerely,

Consumer

Response:

Review: [redacted]

I knew they would be sending you something but this document helps to prove my case even more.

I am rejecting this response because: After reviewing the files for my account with Safe Home It can be verified that the incorrect information was on file for the first Returned Payment. You can see pn 12/08/2011 that I requested my client call list be "CORRECTED". They may have change the client call list but did not obide by this change. They called my mother again. This is when I decided that enough is enough and called them after I requested this change that I no longer wanted there servicesaand told them to come pick up the equipment. They "ONLY" documentation of this request is on 07/26/2012.

Revdex.com - Why would I want to continue a contract with a company that is not doing what I am paying the to do. The man on the phone told me that he has been with Safe Home for over 16 years and no-one has ever beat them in a case when a contract has been signed. I want to prove to this company that you have to provide the services in a signed contract for it to be a binding agreement. THEY DID NOT PROVIDE THE SERVICES I SIGNED FOR THEREFORE THEY BROKE THE CONTRACT. aND THEY ARE RUDE and think they are GOD and only what they say is gonna hold up. I am aksing you to please, please look at my side on this issue.

Sincerely,

Business

Response:

Theres not much to add the initial response other than there is a clause in the contract it is the customers responsibility to test the system. As stated, [redacted] has a warranty for parts and labor and any repairs needed, there would not be a charge.

Review: I recently called Safe Home Security to cancel my alarm monitoring service, after I had asked them to test my system, and found out that even when the system is alarming,they had no indication at their monitoring facility. They could not tell me how long my system had been in this state. I initially signed a contract with them and was under the impression that it had expired and I never asked to renew it. They explained to me that the contract "AUTOMATICALLY" renews itself and was still in force. I was not aware of this. The representative then started going into his speel and told me that I had to request termination of my service in writing 60 days prior to the end of the contract period. "I told him I just want you to cancel my service, that is all." He continued with the company line babble and I hung up before I acted unprofessionally over the phoneDesired Settlement: I want my service discontinued and the auto draft fee of $34.95 per month from my checking account stopped immediately. I also want a written response from the company stating that my service,bank draft, and any/all alleged contract obligations have been terminated and satisfied, and that I no further obligation to their company,subsidiaries and/or private contractors.I also want no further contact from their company by telephone, email, or mail after the resolution.

Business

Response:

Safe Home Security has gladly canceled the account for Mr. [redacted]. There is no further money due. Mr. [redacted] may use this response as his written confirmation that his account is canceled.

Review: I sent written request for cancellation of services in August 2013 and was told that I had to wait until March to cancel. I sent and email in March and no one responded. I made a follow up phone call in March about cancelling services. I was told over the phone that it would be taken care. I noticed a bank charge today and called to resolve the issues since I was told in March that service would be cancelled pursuant to my second request to cancel services. The customer service Representative, [redacted], was rude, unapologetic, and insulting. Specifically, she commented on how "simple" the process for cancellation was, inferring that I lack the intelligence to understand such a simple process. She said there was no record of my previous phone call and asked me if I knew who I spoke with. I did not write it down, so I don't have record of who I spoke with in March. I made the mistake of assuming this company was professional. I told [redacted] that I had called about my second request in March to cancel and was told over the phone that it would be taken care of. I told her I just wanted to cancel my service, but she continually pushed for me to keep it instead of just helping me cancel the service. [redacted] had a condescending tone during the entire phone conversation. I asked to speak to her supervisor or manager and she said she was the supervisor. Then, [redacted] put me on hold so I expected to speak to a supervisor, but instead it was [redacted] again. Under protest, in order to stop wasting my time with this horrible company, I told [redacted] to just charge me for next month and cancel the service and send me a confirmation that this company actually did what they said they would do this time. We haven't used the alarm since September because it kept beeping. I had notified the company of it and they turned the back alarm off to resolve the issue, but it never resolved the issue so we decided to just cancel the service. I would not have gotten so upset with this horrible company had I not been told in March that they would take care of my cancellation. Further, the fact that there is no record of my phone call is infuriating.Desired Settlement: I want a refund and an apology from the company. They should fire [redacted] and hire someone who is not rude and condescending.

Business

Response:

This account has been canceled per the customer's request. Legally this contract does not expire until May, 2015. For that reason, a refund is not due. Safe Home Security is sincerely apologetic towards the lack of professionalism that may have been demonstrated by [redacted].

Review: Have been a customer for 3 years since October 2010. In August, received a "FC" signall on my alarm unit. Called in- Monitoring Center did not pick up that signal & told me that everythong appears to be fine. Call to Customer Service & spoke to [redacted]" . She resolved to get me a service appointment with a third party since I am in Pa. No response. I called back in November & told [redacted] no longer worked there but spoke to [redacted]. She set up an appointment with a representative from [redacted] in my state named "[redacted]". He confirmed that there was no signal to the monitoring station. He requested a new unit. Received the new unit in December. [redacted] came to install it but parts were missing. By January, missing parts never received, phone calls not returned. Received a bill ion February after I stopped payment on the automatic withdrawals coming out of my account. Spoke to [redacted] . No response. Wrote a letter. To date the only response is multiple bills from the accounting department, adding on late fees and charges. I still have no service and my 3 year term has expired with no interest in renewing due to lack of response to my complaint.Had I known that I would not receive service, I would have written a letter of intention to not renew 60 days before the policy expiration date. But I was still confident that my system would be serviced. Now receiving threatening notices to report my account to credit agencies.Desired Settlement: I desire to receive some acknowledgment from this company that they dropped the ball & failed to service my system as well as to drop the unwarranted charges they continue to bill me for. They received 5 months of monitoring fees for a system that had no signal going to the monitoring station.

Business

Response:

CUSTOMER IS IN RIGHTS TO CANCEL. I WILL REQUEST THE FILE AND CANCEL THE ACCOUNT AND CLEAR THE BALANCE

Consumer

Response:

Review: [redacted]

I am rejecting this response because: How long will this take? I spoke to [redacted] on April 18, 2014 and he assured me verbally the same response. However , 2 days ago- or April 30, I received another bill totaling late fees and charges. This bill is higher than the last bill received on April 5,2014. Also this information is also on my credit report. I have filed a dispute with Experian Credit reporting Agency.

Sincerely,

Business

Response:

The account was cancelled 4/30/2014.

Review: I have wanted to cancel service with this company for almost a year and called multiple times in the past year to cancel. Each time I was told that I would have to send in a request but that I should send it one month before the contact will automatically renew. I called on May 29, 2014 to finally cancel the service with this company and the representative never said anything to me about the policy being renewed for another year and to cancel my service I would have to fax or mail in the request. He was more interested in trying to save me as a customer with lower rates/options/equipment over and over. After many declines and finally saying stop trying to save me I want out of this service contract, I got the email address to send in my request and received an auto reply saying someone would be contacting me shortly. On June 2nd I received a letter saying my contract does not expire until June 2015 and written notice is required to cancel. I am stuck with this company for another year, but my request still was not taken.I called after I got the letter to ask what can be done as I want out of the service and again I was tried to be saved as a customer. I am upset already and now as it has been seen that I do not want this service as he read me the past notes from a call in March and May, he still attempted to keep the service after I have requested not to. He sent me the copy of a contract we signed with a different company that was bought out by Safe Home Security and that is fine but the service for the past calls told me this was something I could do and even on the call on May 29, nothing was said to me that it was already renewed and was lead to believe I could cancel my service with them. Also during this call on June 2nd, I was told by the "CUSTOMER SERVICE" rep that I was being rude and that he would have to ask the CFO to attempt to cancel my contract and that I should call him back tomorrow after I had to ask multiple times when I would find out about my request.Desired Settlement: I want to cancel all services with this company for good as I have shown in the past year I have wanted out of this contract verbally. I will not do any buy out offer as I was told could be done. If this can not be resolved, I will honor the contract but this company will give me all the specials they offered me and they will deal with a very unhappy customer that will let as many people as he can know about the lack of service Safe Home provides.

Business

Response:

The customer had called yesterday, 6/2 and the account was closed, per his request

Consumer

Response:

Review: [redacted]

I am rejecting this response because I emailed the company last week asking for a reply to confirm my account is closed but got no reply, this was to the same senior rep that said it would be processed. So I called again today and spoke with another rep who tried to ask why I was cancelling and I told her not to ask me any more questions but I wanted to know if my account was closed. I was told it could take up to 60 days to close but I should not have any issues or owe any money. Due to the past history of this company and service, I do not trust this until I am told everything is confirmed as closed. The last rep never said anything about a process taking up to 60 days to ensure this was closed so there we go again with the lack of service and information I have reported. Since this update, I did get offered and received an email from the rep today saying the following: