Safe Home Security, Inc.

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 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: 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: June of 2011, [redacted] installed my system. When it came to my contract almost being up, I tried contacting them to cancel, but no phone numbers that I have for them were in service. The e-mail I sent SP was an invalid e-mail. After a few more attempts and no response, I notified my bank to stop payment. This last payment was made in July 2014. Aug, I get an invoice from Safe Home Security for past due on my account. I told first I spoke with [redacted] and he gave me a number to call [redacted]. On Aug 2 I spoke with [redacted] and he gave me a number to call [redacted],and to send another e-mail. When I try telling them my situation, that I purchased this system not from them but from [redacted] they tell me that they bought [redacted] and because I did not cancel in a timely manner, my contract was now until July 2015. Aug 1 I get a re-enroll letter. So I call the number ###-###-#### and speak with [redacted] on 8-19-2014. After explaining the situation she told me to send another cancelation letter to [redacted] attn: cancelation dept. sent on 8-20-2014. I get a letter from Safe home security dated Aug stating again my contract expires July 2015, so I call the number ###-###-####.

[redacted] get an invoice on 8-25-2014 for the amount of $222.96.

Sept 2 2014 I spoke with [redacted] she would relay the message and have someone get back with me. 9-3-2014, I spoke with [redacted] and he said there was nothing he can do unless I resubmit the first e-mail.In the mean time I have tried e-mailing and got a response stating they received my e-mail, but the contract would last until July 2015 because I did not cancel in time. When I try explaining to them that I tried canceling through my contract contact phone numbers the numbers were out of service and that the e-mail on the flyer was not a valid e-mail.

October 25, I get another invoice for the amount of $402.81 again I go through trying to ask about the billing and have spo[redacted] with numerous different people and so many different answers, I have received an e-mail from [redacted] stating that if I send them $656.76, that this matter will be resolved, when in the beginning my service was not even through them it was a different company whom they said sold them their business an so that the contract was valid.Desired Settlement: I would like to have Safe Home Security whom I have also contacted CA dept of consumer affairs and which they said that SHS is not licensed in CA. So I would like a refund of all my money that I have paid to SHS or [redacted] or whom ever they do business as, for the last 3 years, or maybe o zero balance on the next invoice the send me.

ThankYou [redacted]

Business

Response:

We are fully license in California under [redacted]. Your point is moot. Contracts renew if not cancelled within 60 days prior to renewal date in writing. Because we are customer service oriented and you made your primary 36 payments we will cancel your account. Please allow 30 days for the process to complete and ignore any correspondence recieved prior to that time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: [redacted]

Sent: Saturday, November 08, 2014 2:47 PM

To: [email protected]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

To whom it may concern, wether it be ([redacted], Safe home security, or [redacted]) I would like in writing that no further payments will be required from me. As of July 2014 I have paid your companies in full with a ZERO balance.

Thank you

Sincerely,

Business

Response:

You can save this correspondence as your confirmation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

From: [redacted]

Sent: Sunday, November 16, 2014 10:18 PM

To: [email protected]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

I have recently requested from the company regarding this issue and was informed that the case was closed . On Nov 17 I received another invoice from Safe Home Security for another bill. I thought matter was closed but still am receiving bills.

Sent from my iPad

Sincerely,

Business

Response:

Our response on 11/7 informed you to allow 30 days .... Please see below.

We are fully license in California under [redacted]. Your point is moot. Contracts renew if not cancelled within 60 days prior to renewal date in writing. Because we are customer service oriented and you made your primary 36 payments we will cancel your account. Please allow 30 days for the process to complete and ignore any correspondence recieved prior to that time.

Review: In July 2012, I switched from [redacted] to Safe Home Security (SHS) for home security monitoring services. In June 2013, I switched to [redacted].

SHS started sending me letters and making phone calls asking for past due payments. When I explained that I no longer used SHS, they produced a copy of a contract that I had apparently signed that stated the contract term was for 60 months.

When I switched to SHS, I was not aware of that the contract length would be 60 months. I would not have switched if I realized that. Every other company I have dealt with has had either a 12 month or a month-to-month contract term length.

I believe 60 months is unreasonable, and was not something discussed by the salesman.Desired Settlement: I don't have a copy of the contract stating anything different from what SHS is claiming. Ideally, I want the contract terminated, and I don't want to pay for four years of service I won't be using.

At the very least, other potential customers need to be warned that this is how SHS does business, and to stay away from them.

Business

Response:

Customer signed a 5 year agreement. They have options. They can either pay the 90% buyout or pay back balance and pay to have our techs flip you back over and honor remainder of the agreement. We are not cancelling because tehy decided they wanted to switch. They were under contract and although they have the right to switch they must pay the buyout.

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: On June 18,2015 our home was burgularized and the monitoring and the alarm motion detector did not function properly therefore causing our items to be stolen with us having any knowledge until returning home and after disarming alarm notice our stuff is gone.Desired Settlement: U would like a refund on all money paid for the home alarm monitoring system

Business

Response:

I have talked to the client, there were arming errors being made by the consumer. We walked through how to correctly arm the system from the mobil app they have. When they are available (Tuesday 7/7/15) we will speak again and walk through arming correctly on the keypad in the home. Any damages/loss due to the break in should be submitted to their home owneres insurance company. I also offered to fax proof of the systyem being armed and opperating correctly. The way the system was armed the motions were not turned on.

Thank You

Consumer

Response:

Review: [redacted]

I am rejecting this response because:we have been arming the system the way the installer instructed for a year. After the break in as I told [redacted] we downloaded the app. We have been arming the system manually. The error is in the wiring as to why it didn't pick up a test from the installer or the intruders. I also tested the system and it didn't pick me up either. The damages will be taken care of from the insurance but the goal is that this could have been prevented if the system was functioning properly to begin with. Currently per the safe home company now it is working properly as it has been which makes no sense if we were robbed and not notified of such occurrence.

Sincerely,

Business

Response:

Opperation of the alarm has been proven to be working correctly. Any issues were with how the client was arming the system. The client will be available next week to be walked through arming from the key pad again.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: after a year we have requested the records of how the system was armed since 2014 to no avail. Obviously the system was not working properly on the day of the break in until the technician was able to come out on the 23rd or thereafter. The app was the n downloaded that day and now we visually see that it kept unarming itself a minute afterwards. The system has been armed in motions for over a year and it was faulty as we have seen. I am asking for refund of my payments from the date of installation until the day it was fixed accoedingbto the technician. That is about $450 then we can repair this business to consumer relationship. I am dissatisfied with the wiring and service. That is not what the contract agreement was and I want to be compensated for my loss of security. We had to install bars on our windows as a safety precaution because the alarm is faulty.

Sincerely,

Business

Response:

As we have already stated, there is nothing to show that the alarm system failed. We sent a licensed technician to inspect the system, and the report back was that the system is operational. While we understand the customer's frustration being broken into, there is no negligence on the part of Safe Home Security. We have to trust a licensed technician when he states it was operating correctly. There was no fault found or reported by the alarm system. We found the issue to be user error. We are sorry the customer was dissatisfied with wiring, as the sensors are all wireless. The only wires running is the A/C power wire that has no effect on the arming of the system. The customer did not make any complaints about service before that. There were no requests for service previously. In addition, the customer failed to test their system once a month as stated in their contract. If there was any dissatisfaction with the service, we would have been happy to fix it. The customer's alarm was reporting test signals weekly. The system was communicating properly throughout the customer's entire time with Safe Home Security. Despite the customer's claim that the system disarmed itself, we found the problem to be user error. In addition, Safe Home Security is not responsible for losses that occur during a break in, especially if the alarm is found to be functioning properly. There will be no refund given to this customer.

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: 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]

I would NOT recommend Safe Home Security to even my worst enemy! They are sleazy salespeople who strong arm elderly clients into a contract. Then when the person is deceased, they put the squeeze on their family members and tell them they have to honor the contract although the person they had the contract with has passed away. I think this is horrible business. Then they say you can cancel with a written letter, death certificate and wait another 60 days to stop the contract. What a RIP-OFF!

Review: I had signed a 36 month contract with Safe Home Security/SAFEGUARD America Monitoring date 13 April 2009, Prior to the 60 day requirement at the end of my contract I sent them a letter requesting I did not wish to renew or participate in the automatic renewal. All payments were made to include 1 month in advance as scheduled. Safe Home Security continue to report to Trans Union against my credit report after the contract was completed. April and May of 2012 they reported okay, From June to Oct 2012 it was reported 30, 60, 90, 90, 90. and in Nov of 2012 it was reported ok. There is also an entry which includes "the account was closed by consumer."Desired Settlement: I would like for Safe Home Security to remove these entries as being reported as Adverse Account and update my credit report with the correct information.

Business

Response:

A CREDIT REPAIR HAS BEEN SUBMITTED. PLEASE BE AWARE SHS DOES NOT HAVE AN ACCOUNT WITH [redacted], AND CAN NOT REPORT OR REMOVE ANY REPORTED CREDIT. PLEASE DISPUTE THE REPORTING ON LINE AND THEY WILL FORWARD US AN INQUIRY

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 problem started about a month and a half ago. It began when my phone service provider came out to update my phone from analog to digital, which was a required update to all analog phone service holders. When we communicated with the alarm company to test the signal, they said they were not receiving a signal. My phone service provider confirmed the alarm was getting a dial tone so it was something on the alarm company's behalf. So later that week I called the alarm company and got a hold of service representative. When I spoke with this woman she told me that we needed a digital alarm system and she would have a technician call me back. A week after no call I proceeded to call again. And got the same run around. After another week I called to talk to a manager getting a hold of a manager named [redacted]. He said he would call me back to set up an appointment. A week passed and I called [redacted] back he said he would call me back in a few minutes. Another week passed and no call back from [redacted]. So I called back requesting a manager and got [redacted]. He proceeded to transfer me to [redacted] ext.[redacted]. When I spoke to [redacted] he apologized for this issue and told me he would take care of it. He said he was going to order the new system and it would be at my house in 3 days. I waited a whole week before I contacted this [redacted] again. He gave me the same run around. After a week of nothing I called everyday for 7 days and left him a voicemail finally he called me back and promised he had sent the alarm this time and I would have it 3 days ago. He went so far as to have me send pictures of my alarm to him. I am tired of being mislead and lied to. I feel unsafe in my home and have trouble sleeping. My husband and I are both retired and cannot afford to pay the 750 to terminate the contra t nor can we waste money for a service we are not able to use.Desired Settlement: I would like the contract to be terminated with no penalty because my husband and I are retired and would like a reliable alarm company. [redacted] will install the alarm for free with cameras.

Business

Response:

CUSTOMER WAS MAILED PARTS AND WE ARE WAITING TO SET SERVICE UPON NEW SIGNED AGREEMENT PER [redacted] RESOLUTION MGR. hIS CONTACT INFORMATION IS ###-###-#### EXT [redacted]

Consumer

Response:

It was taken care of Thank You [redacted]

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: these people are scam artist and try to convince them they are responsible to pay bills for dead people. [redacted] died [redacted].[redacted] died [redacted] was a step father and I didn't handle any of his stuff. [redacted] was my mother and I handled her stuff. I called and informed them she was deceased and no one was living at [redacted] and to close the account. I was ask to mail her death certificate. I did so. When I continued to get bills I called again and they said account was in [redacted] name now and I was responsible to pay the bill. I informed them again that there was no estate for either [redacted] or [redacted] to pay them from and I was not personally responsible according to Ohio law. I continued to get bills. I informed them he had died prior to her and I had nothing to do with his personal affairs. As of yesterday I continue to receive bills now for[redacted].Desired Settlement: Close account#[redacted] for a dead man and stop sending me bills that I'M not responsible for.

Business

Response:

[redacted], you are not responsible for this bill. Our procedure is to place a claim with Probate. Following that the account will be cancelled weather or not a claim is paid. Until then the procedure is to send letters and investigate teh account. This process should be finished soon and again, please ignore any correspondence received to you personally.

Consumer

Response:

I knew I wasn't responsible ! This company needs to train their employees.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 am in the Military and have moved from [redacted] to [redacted]. I called Safe Home Security to cancel my service 13 Feb 2015. The first person I spoke with, [redacted] call me back, the same day, to tell me he needed a letter in writing stating that I wanted to cancel my service. To send it the letter via fax or email. I emailed the letter to a "catch all" email box on28 Feb 2015. The reason for the delay, [redacted] did not leave a complete email address and by the time I was able to get someone on the phone it was two weeks later. On 2 Mar 2015, I received an email from [redacted], stating that the letter did not come through. On 2 Mar 2015,, the same day, I forward the original email to the following email address: [redacted] which is [redacted]. Later that afternoon, I receive, yet another email, this time from someone named [redacted], he stated and I quote "We have received and processed your cancellation letter. Your account with Safe Home Security will expire at the end of May, of this year." My family and I no longer live in the home due to your Military move. I then called [redacted] and stated that I am in the Military and have vacated the home. He then asked for a copy of my movement orders. Which I emailed to him on 3 Mar 2015. [redacted] replied to my email and I quote " Thank you. I will submit the paperwork and have this processed." Today, 5 Mar 2015, I have reviewing my checking account and see that I have been charged the $34.99 for a service I have cancelled. I called [redacted] and left a message about the charge. He returned my call to tell me that the cancellation requires 60 days processing, but he did me the favor of getting it cancelled for the end of March. That is not what the contract states for early cancellation. Number (4) of the contract states the following, and I quote "EARLY CANCELLATION" Client may cancel prior to completion of primary or renewal term upon receipt of ninety percent (90%) of the stated terms. Applicable for sale of home, death and transfers. All cancellation requests must come in writing." NO where does it state 60 day processing, NO where does it have a Military provision. When I told [redacted] I wanted my $34.99 refunded he stated that he and NO one in his company would be able to do that, that it was my fault. That his employees where right and that he was right and there is nothing anyone can do. I have been with this company for 6 years, the least they could do is not lie to me about the contract, I keep everything!Desired Settlement: I would like my $34.99 refund. The contract does not state that there is a 60 day processing. I read it twice before filing this complaint. With the company's annual income over $23.23 million I find her hard to believe that the the company is worried about my little refund.

Business

Response:

The customer's contract runs through May 2015. We received the cancellation letter in February, the Military papers in March, which is when we agreed to early cancellation, as a courtesy. The payment for March was due and owning, and was taken from the customers bank account. However, under the circumstances of moving due to public service, and a good customer, we will reimburse the requested amount of $34.99.

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: In December of 2014, I called my alarm company ([redacted]) since 2011 and scheduled a day and time for a Representative to come to my home and service a malfunctioning Alarm. The date scheduled was for 12/13/2014.

On that day, the person who arrived to my home stated he was from "my alarm company". When I asked him for a business card I was told he ran out. To me that was plausible so I let him into my home. After working on my existing alarm for approximately 45 minutes, I discovered the Representative had place a large black strip on the existing device. When I inquired why he stated, it was new technology.

When the work was complete the Representative presented me with a contract with "Safeguard America" written on the top. When I inquired about the different name, I was told [redacted] was changing its name to Safeguard America. I hesitantly signed the contract for what I thought was another year with the company I’d had history with.

Two weeks after the Representative came to my home, I started having “malfunctioning” problems with my alarm. At that point I called [redacted] and requested someone else come out to resolve the issue. Imagine my surprise when I was told [redacted] was “having trouble detecting the signal to my home”. They immediately dispatched someone to rectify the situation. The very next day, the [redacted] Rep came to my home and told me that "black strip" installed was in fact diverting my alarm system signal to another vendor. I requested he fix my Alarm in favor of [redacted], which he complied

Since then, I have received monthly bills from Safeguard. Each time I receive a bill, I've called the phone number provided, explained the “fraud” that was committed, and requested this situation be resolved. Each time I’ve been told someone would call me. To date I have not been contacted.

The most recent bill I received (dated July 3, 2015) threatens to report me to "multiple credit bureaus". I take that threat very seriously and intend to sue if in fact Safeguard affects my credit.Desired Settlement: I am an average consumer, with a job. The amount of time this matter has taken me to date has been overwhelming. To know this matter has been unduly escalated is beyond frustrating.

At this point, I am requesting a that Safeguard erase my alleged debt of $195.70 (Billing Adjustment), a guarantee from Safeguard that this matter will not be reported on my credit due to their fraud (Correction to a Credit Report), and a letter of apology from Safeguard admitting their continuous neglect to this matter.

Thank You

Thank You

Business

Response:

ACCOUNT IS CLOSED AND BALANCE IS ZERO.

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 was a loyal customer for 5 years (the length of my contract)and had sent in a letter asking for my contract to not be renewed after the agreed upon five years was up. Apparently I did not send the letter within the 60 day period and they have since renewed the contract for another year without my consent and are trying to charge me and put me in collections. The gentleman I spoke with on the phone was rude and cursed at me. I am no longer using this alarm service and have since gotten a new company. I am on a fixed income and cannot afford to pay two companies nor do I feel like I should have to pay for a service I am no longer using. I have never been treated so disrespectfully before especially from a company that I was so loyal to for five years, I was never late on a payment.Desired Settlement: I would like them to cancel this account and not report me to a credit bureau for non-payment on a service that I am not even using. I completed by 5 year contract with them.

Business

Response:

Technically the customers contract has renewed for an additional 1 year period. The customer may not agree but the contract clearly states it and we can not just assume people want to cancel, how would we know ? What if we turned it off and the customer were left unprotected ? Due to the fact that we are an outstanding service organization we will cancel the contract with no further obligation. Please allow 30 days for the process to complete and ignore any correspondence recieved prior to then.

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. Also, in response to the client stating "we can not just assume people want to cancel, how would we know?" I sent a request to cancel BEFORE my contract was up, that's how they should have known.

Review: My Mother had signed an agreement for monitoring and installation of a security system on September 21, 2011. The agreement was for a total of 60 months. The monthly service charge was to be charged to her credit card account. Unfortunately, my mother [redacted] passed away January 24, 2013. I was notified via mail by Safe Home Security, Inc. on 2/25/2013 that I had an outstanding bill due of 222.96. I called to inquire why I was being billed. I was not on the account. I was only listed as a emergency contact. They sent me a copy of the agreement. Upon receiving the copy I see my FORGED signature. Little did they know my Mother had retained the original copy in her records. My all of my Mothers accounts have since been frozen for probate reasons. This must be their misguided alternative to get their money. I have called twice with no response since receiving the requested copy of the agreement but nobody has returned my calls. I also have mailed them copies of the documentation that my mother had retained, along with a sample of my signature. Their response to all of my mail correspondence is a second copy of their forged documentation. My Mothers address is [redacted]

Product_Or_Service: Home Security Alarm System.

Order_Number: ID [redacted]

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to not bill my Mother or myself for dates following January 24, 2013. I want them to remove their equipment from her house, as it is no longer needed.

Business

Response:

Business Response /* (1000, 5, 2013/04/01) */

Contact Name and Title:[redacted] Dealer Support

Contact Phone: [redacted]

Contact Email: [redacted]

Safe Home Security, Inc. has closed [redacted] account with us. No further obligations are required.

thanks,

Review: I have been faxing this company for several months (at least 4 times), asking them to cancel my contract. They insisted on me paying until the end of my contract--March 2013. I kept paying until then. They told me that my contract would be cancelled based on my letters. But they still charged me in April. I called them several times, and they give me the run around. It's now May 16, and I still have not received reimbursement.

Account_Number: Acct #: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

I want them to reimburse me right away for the payment they charged my bank account.

Business

Response:

Business Response /* (1000, 5, 2013/05/28) */

The refund check #XXXXX in the amount of $31.75 was issued and mailed on May 28, 2013. Please allow a week for receipt.

Review: 2011 my account with first line security was acquired by safe home security. I was not notified of the account transfer. Called about a year and spoke with a rep at safe home security regarding my system. She tested the system and discovered they could connect to the system. She stated she would give me a call back in a couple of days and have a tech come out. I haven't heard back from that costumer service rep. I misplaced the number a called from the first line internet site. On. Today June 3 rd I checked my bank account to discovered who was drafting the payment. I called safe home security to cancel my services. I explained to the customer service rep my issue and requested my services be cancelled. The conversation got out of hand and I requested to speak with a member of a higher lvl. I was asked why they were gonna tell me the same thing. I continued to request to speak with a member of mgmt at higher lvl. The individual stated they were too busy and the could send them an email with my info or I could call back. The rep told me to have a good day and hung up on me. I called back and work with a [redacted] was very helpful but the first had already damage the relationship. I want to cancel my services and see about getting my monthly payments reimbursed.

Product_Or_Service: alarm system

Desired Settlement: DesiredSettlementID: Refund

At least 2 yrs of monthly payments reimbursed.

Business

Response:

Business Response /* (1000, 5, 2013/06/10) */

We have attempted to service this client going back to August of 2012.

In May of 2012, Safe Home Security acquired this customer's account. We attempted to notify her on May 21,2012 at 2:22 p.m. and touch base with her. We did this with all the clients we acquired. On July 30, 2012 we attempted to contact the client again for this same reason. On August 1st 2013 the client called back. We set up a service call for August 6th from 9 a.m. to 1 p.m to look at the customers alarm as there appeared to be a problem with her cellular back up unit. We attempted to confirm the appointment with the client but were unable to. We then called on 8/7/12, 8/13/12, and 8/14/12 in an attempt to reschedule the client's service call. On 8/14/12 a letter was sent to the client stating that we were attempting to reschedule her service appointment and to contact us at her earliest convenience to reschedule. Client did not attempt to contact us again until June 3rd of 2013 when they called in attempting to cancel the account. We offered to troubleshoot the client's service issue as well as to set another service call but the client declined. We advised the client of the cancellation process. We advised a written letter of cancellation needs to be sent for the account to cancel at the end of her term. Following that conversation, two separate customer service representatives offered to have a service call done to fix the client's issue, but they declined. They stated that they want to switch to ADT so therefore they do not want a service call. The client is under contract until September of 2013, and we want her system to work for that duration. We have made attempts to service her. We would ask the client to let us get her alarm functioning for the remainder of her contract with us.

Review: I am a 75 year old senior citizen who has tried to cancel the service that I do not want. I was high pressured into signing the contract by a representative named [redacted]. The companyis called Safe Home Secirotu. This is what happened:I received a phone call from [redacted].I told the person on the phone that I already had an alarm company called [redacted].They told me that I was under no obligation just for listening to the salesman. I told them that I had signed a three year contract with [redacted], and the contrac texpires in October 2014. I told them to come back then.I told the person on their insistence that they could sent a representative.When the representative came, he was alright at first Them he gave me a paper and a pen,and told me to send a letter to [redacted]. His name was [redacted], and he stood over mewhile I sat. He was telling me what to write. He told me to say to [redacted] the following:"I would to cancel this service effect today.I have sent Safe Home Security a cancellation letter, but they do not want to cancel my service.I spoke to a manager named [redacted], and was very mean telling me that there is not way thatI can do anything but it, and that I might as well forget about it, and just accept thatI am stuck with them.I later spoke with a supervisor named Brittany, who was also very meant to me.I told them that I was a 75 year old woman, and they Security One had coerced into cancellingmy service with [redacted]. I feel that I have been the victim of high pressure tactics bySecurity One also know as Safe Home Security, and I do not want to do business with thiscompany. When they called they told me their name was Security One. The contract saysSafe Home Secuiry.Please help me to get out of this contract.I cannot see very well, and I did not see some ot the information that was on the contract.Thank you[redacted]Desired Settlement: I want someone to help me to get out of this contract with Safe Home Security also known asSecurity One.Thank you very much [redacted]

Business

Response:

We contacted the dealer, to inquire as to what had transpired. He stated the customer called 4 days after the system was installed, which was past the 3 days. The customer was not forced to sign and the dealer has the recorded call verifying the customer was fully aware of everything. [redacted] matched our rate and thats when the customer decided she was "forced" to sighn and wanted to cancel. The dealer called the customer to advised her the 4 days was outside the 3 days window to cancel, and the recorded call verifies she was well aware of what had traspired and she hung up on him. The recorded call and contract can be forwarded to the Revdex.com for review