Safe Home Security, Inc.

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.

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

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

Business

Response:

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

Consumer

Response:

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

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

Business

Response:

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

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

The account was cancelled 4/30/2014.

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

Business

Response:

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

Review: 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: 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.

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

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

Product_Or_Service: Safe Home Security Alarm

Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

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

Contact Name and Title: Douglas Hallowell, VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted].com

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

Review: 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 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: Tried to cancel agreement as I am moving out of state. Rep told me that in 2012 I signed a five year agreement. I had no idea that I was signing an agreement. I was told by the technician who presented it that it was "to update the records" as the original company who serviced the account sold it to Safe Home Security. They did not give me a new system, only transferred service. I had to pay 50% more with the new company and stuck with them.Called the rep who laughed at me and said pay more attention to what you sign. I deal with this all day long and there is nothing you can do. The way this was represented was underhanded. As the tech was leaving it was like I was signing the work order. Nobody explained that I was stuck in a five year contract. If you look at their [redacted] it is clear that they have bad business practices. This is the worst company I have ever dealt with.Desired Settlement: Cancel the agreement as I no longer need service.

Business

Response:

Customer has already been told that if he submits his closing docs with proof of sale he only owes to that date. If he does not sell home then the contract stands.

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: I was set up on auto debit withdraw from my bank account. they have not withdrawn the payment since Feb.2014 last month June I finally received a bill I made a payment of $100.00 and I made an $100.00 payment in June and July plus I sent a letter to discontinue the service as of Aug 1,2014 I have received 2 calls this week saying they have not received my payments the payment is suppose to be $36.99 a month. if they have not received my payments they are charging me late fees and refusing to cancel the service. I only owe $184.95 and they are charging me $323.18.... I have ask several times to discontinue the service several times. if I stop the payments on the two checks and reissue the check the bank charges me. they should not have stop the auto withdraw. I am willing to pay the $184.00 and only the $189.95 if they receive the checks I want a total refund on the $200.00 that I sent in.Desired Settlement: I want the service discontinue as of Aug. 1,2014 and only pay what I owe 5 months X $36.99 which is a total of $184.95

Business

Response:

The customer is in rights to cancel at the end of August 2014, she has a letter on file. Her March automatic payment was returned by teh bank and us such she was switched to quarterly billing. She owes 5 months plus late and finace totalling $238.15. If she pays by 9/15 we will accept $200 to close. We have not recieved any checks from teh customer at this point, last payment was February 2014.

Review: I am an active duty military member. I signed a 5 year contract in December 2012 with Safe Home Security. I received military orders in December 2014 to execute in July 2015. I called them and stated my issue and they said that I just needed to email a copy of my orders and a statement of cancelation to them and it would be taken care of. I did that in May of 2015 to cancel the service on 15th July 2015. They gave me the prorated amount to pay and I paid that amount. After moving from [redacted] to [redacted], I received another invoice from them in August 2015. I called and explained the situation again and then they said that they would look into it and have someone call me back. I never received a call, so I figured it was taken care of until I received another invoice on 27 October 2015. I called again and talked to someone named Jacque who would not give me his last name. He pretty much berated me saying it only applies if you are going out of the country, not another state. He was very disrespectful and would not give me the name of a supervisor and promptly said that again he would look into it and have someone call me and hung up the phone. Being a servicemember, I shouldn't have to receive this harassment from a provider, nor be held liable for a contract that I can not use because of a military commitment. I have done everything that has been asked of me for the cancelation, but yet still receive this treatment and harassment. Is there anything that can be done?Desired Settlement: Cancelation of contract with no further repercussions or fees.

Business

Response:

The account has been canceled, per the customers request, with no balance due. We apologize for any inconvenience or misunderstanding.

Review: On March 2, 1015 we contacted Safe Home Security by phone requesting a service call for an inoperable contact on our back door. An appointment was set up by the Customer Service Agent for March 6, 2015. On Mrach 6, no one came to our home; nor did we receive a call from SHS or anyone acting as a Maintenance Contractor on their behalf. We called SHS and informed them of this and was given another appointment time, again, no one called or showed. Between March 6-30 2015 several phone calls were made between Safe Home Secuity and us, resulting in no one showing up to service our equipment as per the contract.

On March 30, 15 we called the salesperson who sold us this system and was informed by him that he had no longer had an affliation with SHS and that SHS no longer had a maintenance contractor in the State of Michigan.

When we asked SHS about this, we were told that this wasn't true; however, we have been denied the contact information for the company that is supposed to service our equipment (Safe and Secure). We searched for contact information on our own for Safe and Secure and all phone numbers connected with this company are disconnected.

In May, we sent a letter to SHS asking SHS to honor their contract or to release us from the contract without penalty; they have yet to do either. SHS has clearly deomstrated an inability to honor its contract with us, as it has been more than seven (7) months since we have contacted them with a service request. we no longer have any faith that Safe Home Security is capable of keeping our family safe.Desired Settlement: To be released from the contract with this company (without liability or penalty).

Business

Response:

I just left a message to set service again, we have a new Tekhnician in the area, John B[redacted], I also credited the account for a zero balance until 1-15-16, we will service the back door at no charge, but we cannot cancel the agreement.

Review: I was originally called by telemarketing for Safe Home Security, Inc. (SHS) to see if I was interested in having them send someone out to sell an upgrade and monitoring to my existing system. To which, I said yes. SHS sent [redacted]. He offered me an all inclusive system and 3yrs. monitoring for a one time price of $1200. This was to include the system (keypad & control panel), all repairs/upgrades to my existing system, all parts/labor to install, Total Connect 2.0 cellular back up, and monitoring for three years.The payment schedule was to be half down, and balance upon completion. I wrote a check for $600, and he was to return Tuesday 1/27/15. A snowstorm hit that weekend. Tuesday came and went...No [redacted]. He called to say (among several other excuses) all the parts had not arrived because of the snowstorm. He was going to get some of them from "his local installer", and would be here Wednesday morning 1/28/15. He came at 1:30pm on Wednesday. He had very few of the parts, installed what he had, and said he'd be back Thursday 1/29/15. Also, at this time he said he needed more of the money to try to get any missing parts locally. Reluctantly, I gave him another check for $500. Thursday came, no [redacted]. I called him to tell him I was canceling the checks. I called my bank to put the stop payment on the checks, only to find out that he cashed both of them at my bank. At this point, I made my first call to SHS, and the installer ([redacted]). I explained the situation to SHS, they said they would look into it, and get back to me. [redacted] was to get [redacted] an account number from SHS to make that happen. Of course, [redacted] had no account number. Come to find out, he hadn't even contacted SHS to tell them I was to be a new customer. [redacted] came Friday anyway to get the system online. I want my money refunded so I can pay [redacted], and be done with this company.Desired Settlement: Full refund of the $1100 paid out to [redacted]. I will use another monitoring company, at this point, SHS cannot be trusted.

Business

Response:

The complainant is aware of what transpired, and our poistion on this matter. He has had a conversation with VP [redacted] Nevertheless, the person in question, [redacted], was never an employee of Safe Home Security. He worked for an independant dealer, and was fired a month before this incident occured, and continued to represent himself as an employee. Mr [redacted] was never a customer of Safe home Security, so a refund is not warranted, and will not be forthcoming. The checks were made out to and cashed by [redacted], and a police report should be filed against him for fraud and theft.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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 changed my security system to Safe Home Security in July of 2014. They where to notified and buy the contract from [redacted] Security Systems.Buying the contract from [redacted] never happened. Both security companies have been taking $44.99 out of my bank account since July of 2014. I have contacted both companies about this. [redacted] has been very co-operative and so was Safe Home up on till now. Safe Homes is saying that they do not handle problems of this nature, they get saying care they have notified the company that takes of these types of problems. Nothing has been done about this. I have stop payments to both companiesuntil this is resolved one way or the otherDesired Settlement: I would like to get out of the contract with Safe Home Security withouthaving to pay for the contract. I am thinking this scam

Business

Response:

Hi [redacted],

I’m responding back to Revdex.com complaint # [redacted],

We received her buyout from [redacted] for $1,349.70 and we agreed to release her from our agreement. The amount is to high for us to buyout.

I contacted[redacted] and informed her that she has been released as of today and will not be monitored by SHS. She was ok with our decision.

Should you have any questions please feel free to contact me.

Thank you.

Review: This complaint is for an Alarm service company. A telemarketer presented themselves as one company and switched up in person. The equipment installed was not what was sold over the phones. Since 12/13 the problems has not been corrected. The company's installer damage all four of my doors. I have been switched to several mangers and was written back by one to say sorry for the shoddy job but that is not us, he gave me the email to send the pictures to. I did not choose Safe Home Security. I thought my service would be with [redacted]. This company hacked my account for $587.00 so I closed the account they are sending me billings for collection of a service they never provided. I expressed I no longer wanted service with this company however I was told I would have to pay to close the account. Seems very unfair since I have not recd service from them since day one of installation. I should get a refunded for the money they were debiting my account until I closed the account because of their unauthorized misuse of privilege to debit my account. I am additionally being charged for equipment that was never sent to me. I have spoke to several managers their calls are recorded so there are many voice documented complaints. I rcvd a bill today for 730.96 for equipment and services and warranty. Safe Home Security and their practice of business needs to be monitored. The system started beeping I called I had to shut the circuit breaker off for that portion of my home. The guy they sent to my home as the installer was very impatient, rude and arrogant. So now for 6 months SHS equipment hangs on my wall unused. I have taken to facebook and see that on the page consumers against safe home security, there are many complaints. And it started out over the phone for 36.99 and end up in person 39.99. They tried to get me for 10 years.. system is touch pad should have been touch screen.Desired Settlement: I would like a refund of monies I have sent to this company, stop billing me for service not rendered. Close my account and collect their equipment that was suppose to be free. Stop any and all future collection of the fraudulent debt. Remove my name and number from their call list. Remove my name and address from their billing. Send me a letter of sincere apology for how I have been treated as a consumer. Close my account and advise me in writing that I am no longer obligated to SHS.

Business

Response:

I read the compliant and I'm not sure that I'm clear on how you thought [redacted] would be your company. Safe Home Security is your alarm company and [redacted] did the installation. Now I do realize that you claim that the installer made a mess to four of your doors. If you could please send me pictures of the damages so I can access the damage.

As far as the system not working since installation, I do apologize for the situation you have currently. I promise to make that better and want to make sure you feel safe in your home and regain confidence in Safe Home Security. Again I must apologize for the installer who you say was rude and arrogant. I will also try to take care of the monetary issues after we get the system fixed and working to your satisfaction.

I look forward to your response.

Customer Service Manager