Safe Home Security, Inc.

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: 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: 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: We started service with Safe Home Security May 2013, 6-8months into services we had some major medical issues that caused some financial problems and called and asked to cancelled service with safe home in February 2014 and was told due to the company monitor the alarm system we couldn't cancel service even if payments are behind which I had never heard of anyone saying you cannot cancel your service. My wife called again in March 2014 very upset talked to customer services and was told we had to make some payments arrangements before we could have services cancelled. My wife spoke to faye@ext[redacted] who worked out payment arrangements then the account was changed over to Gus@ext [redacted] who continue to lead us a stray about this account being monitored. to find out that this account hasn't be monitored by safe home for over a year but they continued to charge us fees even while we had made payments arrangements. My wife called and spoke to supervisor Rene G[redacted]@ext [redacted] on complaints regarding the bill and Gus unprofessional conduct and also credit that should have been given which at that time Mr. G[redacted] assured us we would get a 10-15 credit and that Gus was his best account Rep who could help us get our account back in order. I never seen any credit posted to this account but the bill continued to go up. In October 2015 Safe home Security made a unauthorized deduction from my account in the amount of 50.00 without my permission which put the account in a negative status the bank and safe home was contacted right away and this problems was solved but since this we were making 100.00 a month payments and Safe Home is still refusing to cancel our service and still charging us falsely for a alarm service with no signal going to it to monitor. I have been round and round with Gus our account Rep who has been very misleading.Desired Settlement: We would like a credit to our account and services cancelled immediately. Also asking that Gus O. be removed from our account or contacting us on any level.

Business

Response:

The debt is owed, the system can be repaired if back balance is paid. The account has been reassigned to Mr. G[redacted], please contact him at extension 1612 to make arrangements, we will not be cancelling. The payment in question although notated it was authorized for $50 in September was never approved by teh bank so there is nothing to refund. The client is in a 3 year primary agreement, they may also pay it off in full with a 90% payment to term if they wish to choose that option. Details can be found on the monitoring agreement they signed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Good morning my computer has been down for a few weeks just getting it back today and I have missed the message regarding my complaint regarding safe home security. (complaint number #[redacted]) We are still not willing to pay safe home for services they continue to charge us and we are not using this system and this company is not willing to right their wrong regarding misleading charges on this account. As we have stated before if the company is willing to make a better offer regarding the billing amount we are willing to make payments. Gus stated to me back in November that I could cancel my services my now in this complaint the company states I can't cancel just to any lies told and no one says the same thing when it comes to the company policies.May This year bring good things and big blessings. [redacted] T.

Sincerely,

[redacted]

Business

Response:

[redacted], the cancellation is possible with payment of the contractual obligation. Plesae see your contract under section 4 for early cancellation policy (90% due to term). Otherwise see previous response, we are not cancelloing the obligation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted]

Review: Safe Home Security (SHS) installed their security system in my daughter's house. I was there when they installed it and signed that it was installed, so now SHS claims I am the responsible individual for the payment. When the equipment malfunctioned, repeatedly, my daughter called to have it fixed. No repair was ever effected. She stopped payment and installed a working system. While the SHS system was in place, her safety was endangered because the system did not provide the security is advertised or stipulated in the agreement. Several years later, SHS decided to report an egregious unpaid debt which appeared on my credit report and they will not resolve it, rather holding me hostage to their unscrupulous demands. In short, they victimize customers, as is apparent since the [redacted] has taken legal action against the company for their malfeasance and disregard for public safety.Desired Settlement: I would like for SHS to remove the unjust claim for an unpaid debt to them. If they will not, I will take legal action to sue them for endangerment, false claims, false sales practices, and creating unwarranted distress.

Business

Response:

The customer never contacted SHS about any system issues. The account fell into collections. she was contacted several times about the delinquent account, never mentioning anything about having trouble with the system. Her father, who signed the contract, was contacted and he never mentioned anyting about the system, just the payments were too high, which is likely why she changed companies, after paying for two years. All the account notes and system signals can be sent to the Revdex.com for review.

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: 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: 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 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: 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: 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: I opened an account with [redacted] October 17, 2014. A cost of 29.99 per month. Upon giving my [redacted] # for monthly payments, I received a bill December,2014 stating monthly payments of a previous balance of 79.98, additional charges of 59.99, 30.00 and a monthly processing fee of 3.00 per month. I called, and was told no [redacted] number was on file, I indeed had a previous balance, a warranty monthly fee and a processing fee. I asked that my contract be cancelled, I was told "NO" you signed a contract, if I wanted out I would have to pay 2 years of fees. I tried to read my contract which stated a flat fee of 29.99. I was told that didn't matter, I was going to billed these fees monthly ,regardless of what the contract, once a contract is signed and additional fees can be added. I am applauded at a business allowed to add any charges they choose once a contract is signed. A business that carries the logos of Revdex.com, Angie's List, Best of 2013 business award. My bill has been increasing daily. I feel something is wrong. Above all else, there is two (2) different addresses on the bill, when I tried putting in the address and zip, your system said there was no such zip code [redacted], a large company that does not know the zip code?? Please help.

Product_Or_Service: Home Alarm

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like the contract canceled.

Business

Response:

CALLED CUSTOMER AND HAD LEFT A MESSAGE. CUSTOMER RETURNED MY CALL. WE WENT OVER THE ISSUES SHE HAD. CUSTOMER HAS BEEN GETTING THE RUN AROUND FROM DIFFERENT PEOPLE AND GETTING DIFFERENT ANSWERS. EXPLAINED THE BILL SHE RECEIVED AND WOULD OFFER ORIGNALLY ONE MONTH FREE DUE TO ISSUES. CUSTOMER WASN'T THAT HAPPY STILL, JUST NOT HAVING A GOOD FEELING ABOUT THE ACCOUNT AND THAT THERE WAS NEVER AN ISSUE WITH [redacted].. SPOKE TO MY SUPERVISOR WAS ABLE TO OFFER ANOTHER FREE MONTH. SO INSTEAD OF CHARGING HER FOR DEC, JAN , FEB AND MARCH, WE WOULD ONLY CHARGE JAN AND FEB.. TOLD CUSTOMER WE WOULD THEN SET HER BACK UP FOR PAYMENTS TO BE DRAFTED STARTING IN APRIL. EXPLAINED THE 2 DATES WE OFFER AND CUSTOMER WAS UPSET ABOUT BEING TOLD BY SECURITY ONE THAT SHE COULD BE DRAFTED ON THE 25TH. CUSTOMER SAID SHE WOULD CALL ME BACK TOMORROW THAT SHE WOULD BE HONEST WAS WAITING FOR CHANNEL 4 NEWS TO GET BACK TO HER. WAITING TO HEAR BACK FROM CUSTOMER

Consumer

Response:

Review: [redacted]

I am rejecting this response because: At this time I feel SecurityOne has violated my contract by charging me more than quoted and that their sales person wrote in my contract. Yes, I did speak with [redacted] today, March 3, 2015. I was honest with her, and informed her of my actions. Once a contract is changed after it is signed make the contract null and void. I had set up the 25th of each month for payment, I was told that cannot happen because they only take monies on the 1st and the 15th . Also, they bill every three months, I was NEVER TOLD that. I pay my bills monthly. That alone would have been a deal breaker for me. I just feel they have not been up front with me from the beginning.I feel at this time I would rather not do business with a company of this caliber. On top of everything [redacted] stated my contract is for 36 months, I signed up for 24 months. And, the address on the contract is a lock box, not a business address, why would a lock box address be one a contract instead of business address where their office is located?And last, I was offered two months free, With all the errors they made, I would think they would give me whatever I asked. At this point I would not recommend this company to my family and friends.

Sincerely,

Business

Response:

WE HAVE CREDITED THE CUSTOMERS ACCOUNT THE 2 MONTHS WE PROMISED, UPON REVIEWING THE AGREEMENT IT DOES STATE IT IS A 36 MONTH AGREEMENT FOR THE 29.99. CUSTOMER DID SIGN THE AGREEMENT AND IT IS NOTED TO HAVE THE PAYMENTS DEDUCTED MONTHLY FROM A CREDIT CARD.

Review: I was having an issue with a piece of equipment in my security system. I called customer service for a service appointment to have the thing looked at. I was told that it would cost another $80. I had passed the 90 day "guarantee" by 13 days... This company didn't install any equipment during the $100 "installation"! I was told that if there was a problem with the equipment I could call and they would fix it. The representative I spoke to said she would ask her supervisor to waive the fee and call me right back. No call for almost 2 weeks...so I called back to be given the run around again. They either want to charge me the $80 service call fee or $10 a month for a service contract. I asked to terminate the contract but was told that I'm "not allowed to terminate" because it doesn't expire until 2016. I said I would pay an early termination fee and was still told that I'm not allowed to terminate.Desired Settlement: I would like this contract terminated with no early termination fees! I do not want to be required to pay any fees whatsoever!

Business

Response:

The customer only pays for the monitoring service we offer. To appease the customer, we have credited out the $89.00 service charge for the customer. Going forward, if the customer has concerns about possible repairs, we offer service plans that the customer can add on to the current services. This would cover them if they need a service technician in the future

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: 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: 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: this is the letter I am also sending themTo whom it may concern 6/19/201 I [redacted] would like to cancel my service I will be taking my business else where due to the fact that after several tries to pay my bill with no response from anyone not even after 48 hours or days I have been more then patience this all started back when my system acted up and I called the service center they came and looked then told me they would get back to me with the part they never came or called then when I called I spoke with a rep her name was [redacted] she told me they said that it had been hit by lightening and I said my house was not hit by lighting so in the process she got the manager mister [redacted], sorry for the spelling of the names, over an open line he said that if the tech said I got hit then I got hit well I spoke to mister [redacted] and let him know I heard everything and that I did not get hit by lightning he sent a rep to fix my system and I was to get reimbursed for the time I was out and the cancel fee on my check to fix all the inconvenience and this was well with me I was happy with the way it turned out but since then I have been trying to pay my bill with no help it's like they just want it to keep going up with late fees and finance fees I have called several time to fix this and yet no one can seam to get it right or call me to help fix it I once spoke to a Wanda she said she would fix it I told her she needed to talk to mister [redacted] well she did not now they also want me to pay a bank fee for it not going through even though I told her it would not go through that mister [redacted] had to set it up I called in may around the 15th no one ever called back then I called again June 17 still no one called back and I have called several other times with no luck so I'm out of here and will do my business else where thank you for the opportunity to spread the wordDesired Settlement: I would like this to just go away so tired of trying to make a payment with the fees only going higher and higher and no one to help Thank You

Business

Response:

I read the compliant and would like to take care of [redacted] as quickly as possible but I am unclear what the issue is. I have looked at the notes in the account and any charges that may have been added incorrectly and don't see anything. I looked at the monitoring account for her alarm system and again do not see anything wrong. The only thing I see at this point is that [redacted] has not paid her bill since last year. I will waive the late and finance charges an therefore reduce the money she owes us. In addition if there have been any problems with her system I am not aware of them. The young lady that was handling her account is no longer with SHS. All I want to do is take care of [redacted] and move on. I have called her and will wait for her return call.

Respectfully,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I appreciate the offer but their is also a fee of $150.00 dollars for a bank fee even after I told the rep. that it would not go through on the old direct withdrawl and that [redacted] needed to set the new one up and he never did so it was rejected and now they say I owe that too

Sincerely,

Business

Response:

In response to your rejection I will credit the Safe Home account for any late fees, finance charges and insufficient fund charges which comes to $257.92. This goes back to where you stopped making your payments. Unless you get back to me considering I have called you three times without a response, I don't know what else you need. Get back to me as soon as you can. [redacted]

Thanks

Customer Service Manager

Review: I have been with Safe and Sound (now Safe Home Security) for over 12 years. According to my contract it says that I am to inform them in writing 45 days prior to the term end of September 20th. My husband sent in the payment for 3rd quarter back in July with a copy of the bill and wrote a note stating that we needed the alarm system to be disconnected as of August 1st. It is the only address we have for them. I've spoken with several people at Safe Home Security and my recent conversation was with Kayla P[redacted]. She was rude and not helpful at all and had the attitude that she really didn't care to help me. She explained that our note went to the payment center and they were not informed. Like I said, it was the only address we had for them and we were not aware that it went to a payment center and not to an actual office. When I started with Safe and Sound they were just a small company and I know they got the bill directly so that is why I was not aware that things had changed. I don't even remember getting a notice that our alarm was with Safe Home Security instead of Safe and Sound anyways unless they are the same and was just bought out. Either way, we don't live there anymore. We are renting out the property and the renters do not want the system activated and don't want to pay for it. I don't want to pay for something that is not being used and I don't feel like it is fair when we sent in our note that we wanted it cancelled and didn't know it was going to the wrong address. There is not an address on the contract stating where to send the written notification so we can only send it to the address we have and where we send our payments to. Since we notified them in July and our contract was not up until September 20th, that is more than 45 days notice. I've rented out the property before and I didn't have this issue. I sent a note and they cancelled it. No problem but this time they are giving me a hard time about it. They were rude and still tried selling me things instead of just cancelling the service and going about their day. I asked to speak with her manager and she said she was the manager and that I couldn't speak to anyone else. Their customer service is horrible. Kayla was explaining to me that they pay for a year in advance and that our service is contracted out?!?!? Well, unfortunately that is not my fault that they go ahead and pay it up front. I don't want to pay for something that is not being used especially when I did everything that I'm supposed to do on my end to have the service cancelled. I'm not an unreasonable person, I just feel like this company only cares about money and doesn't care about their clients at all.Desired Settlement: The 4th quarter bill has been sent to us (October, November and December) for $75.00. And she is saying that our contract doesn't end now until September 2016. I do not want to have to pay the $75 for another 4 quarters when its not being used and when I did what I was supposed to do to have service cancelled. I would like for them to cancel my service now and me not have to pay another dime to their company.

Thank you for your time and I look forward to hearing from you soon! Have a blessed day!

Business

Response:

This account is in agreement until September 20, 2016. Safe Home Security highly recommends using the alarm system on a daily basis. If we did not care about our customers, we would not be in the business of life safety.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I do not feel that the business has answered the complaint at all. The complaint is that we sent written notice in advance to the only address we had asking them to cancel our service. We sent that written notice in plenty of time. I do not feel like the company cares about their customers by the way I was treated when I called to talk to someone about it on several occasions. They were rude and acted like they didn't care at all. I understand that the company sees on their end that the contract is until September 2016 but we sent written notice just like the contract requires in plenty of time (more than the 45 days that is required). The contract does not state what address to send the written notice to so we sent it to the only address we had and that was the address we sent our payment to. I feel like they are being very unreasonable and will not work with me at all. I don't see the need to pay out around $300 over the next year when we don't live there anymore and our renters are not going to use the alarm system anyways. I know that if anyone at that company was in my shoes they wouldn't want to pay for something that they don't use either. It's a waste of money. If they cared about their customers they would be a little more helpful and understanding. They seem to only care about money and not their customers. I would like a better response than what I previously received. Thank you!

Sincerely,

Kristy Harris

Business

Response:

Safe Home Security has agreed to cancel this account without penalty.

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:

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.