Safe Home Security, Inc.

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

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: 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: In June I renewed a contract with Safe Home Security, a tech came to my home and did not have the correct part. I was to be given 5 free months. As of today September 29.2014 no part has been deliver, no tech has made contact and I have called and spoke with multiple people, with no response the documented dated I have called are, 9/5, 9/9 Twice, 9/10, 9/14, 9/15, 9/22, 9/26, 9/26 and 9/30. On 9/9 my conversation with a [redacted] was that I could not cancel service, I signed a contract. [redacted] had great difficulty understanding that service has not been provided. I don't feel that this company can provide me with the necessary security.Desired Settlement: Cancellation if service, with out charges to start in Novemebr

Business

Response:

SERVICE HAS BEEN SET AND WE HAVE CREDITED HER ACCOUNT SERVICE WILL BE COMPLETED ON 10/22/14

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] Service installation as been set for 10/22/14. I am asking for the 5 free months to start after installation is completed. no service has been provided since June. I can not seem to get an answer from anyone.

Business

Response:

WE WILL START THE 5 FREE MONTHS AFTER INSTALL DATE.

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: 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: Spoke with a customer service rep to inform that I wanted my service cancelled upon natural expiration of agreement and followed up with a mailed letter stating the same. Natural expiration was end of May 2015 and in both June and July I have been charged for service. I have called twice now and they state there is no record of my cancellation letter and refuse to refund that past 2 months after the expiration.Desired Settlement: I want a refund from Safe Home for the past 2 months worth of charges of $39.99 each

Business

Response:

The company never received a written request from the customer to have the account cancelled, so the account remained open. Because of this, the charges are valid, and a refund is not due. The company will, however, use this complaint as a written request to close the account, and do so immediately. We have removed the customer's banking information so that they won't see any further charges. Any bills received beyond today's date (July 15th, 2015) are not owed. I ([redacted], Co-Director of the Customer Care Department) have confirmed this resolution with Ms. [redacted].

Review: I paid my bill on 6/30/15 for $183.00 with Mignon Texidor. When I received my bill it shows I only paid $130.01. I called on 7/31 and spoke with numerous people about my account. they said "it doesn't look right I will have a manager call you. they said the managers are [redacted] and [redacted]. I still have not received a call from a manage.

I called 8/3 and left a message at [redacted] ext [redacted]. I called back today 8/4 and left another message. I also call [redacted] ext [redacted] and left a message. I spoke again with Mignon on 7-31. she was no help and rude. Some times when you call the call will not go thru or it hangs up on you when you are in the middle of the call tree. This is not the first time something like this has happened to me with this company.Desired Settlement: to credit my account the right amount and maybe offer a month free or two for time trying to get this resolved

Business

Response:

CUSTOMER CALLED IN ON 6/30/15 AND MADE A PAYEMENT WITH COLLECTION REP MIGNON IN THE AMOUNT OF 183.00, THIS DOES SHOW POSTED TO [redacted] ACCOUNT. [redacted] STATED THAT SHE WAS TOLD BY MIGNON THAT SHE WAS PAID THROUGH JUNE. WHEN REVIEWING HER ACCOUNT, I SEE THAT JUNE , JULY AND AUGUST ARE DUE. I TOLD [redacted] I WOULD REVIEW WITH MIGNON. AFTER SPEAKING WITH MIGNON SHE STATED THAT SHE TOLD [redacted] SHE WAS PAID TILL JUNE 1ST. THAT SHE WOULD OWE THE JUNE JULY AND AUGUST PAYMENTS. [redacted] SAID THIS WAS WRONG, WHICH AT THAT TIME I TOLD HER SHE WOULD NEED TO SPEAK TO MIGNON THAT I WAS GETTING 2 DIFFERENT STORIES. OFFERED TO SEND [redacted] TO MIGNON TO TALK TO HER, [redacted] SAID SHE WOULD CALL MIGNON BACK. AS OF THIS MORNING IT DOES NOT LOOK LIKE SHE HAS CALLED BACK.

Review: on 7-16-2015 safe home security installed a home security system in my home and damaged 3 windows , windows will not pull up . My first call to the security customers service to report the damage was 8-19-15 / 8-21-15 / 8-24-15 , I received no response , I called back on 8-25-15 and let them know I have not received any call back on my damage report on my windows , at that time they let me talk to the supervisor Mr. Ambrose G[redacted] , I reported to him about the damage to the windows , he toll me he will check in to it and call me back that day and if he didn't call me back for me to call the next day , he did not call so I called back like he ask me too left a voicemail on 8-26-15 and 8-27-15 Mr. G[redacted] have not returned my calls like he said he would , so I called again 8-28-15 left voicemail for him again , I then called customer services back they said they will get the massage to him again .Desired Settlement: Repairs or replacement of windows

Business

Response:

I called the customer and explained we need to send the tech back to take pictures of the damage then we take action on the repairs.

Any questions cal Ambrose G[redacted]

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 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.

DO NOT USE:
This company is full of employees who are not qualified. The techs can't fix my alarm system, customer service doesn't know when the techs will be able to come out, and management promises responses and the leaves you hanging for 4 weeks! They will refuse refunds, even though you have no working service. They are a joke. I threatened legal action and got out of my contract. Use a qualified company people!

I would simply like to clear my debt to them, but no one will call me back. Every day that ticks by is adversly affecting my credit. Please call me so I can resolve this matter.

I have been trying to cancel this contract for 2 years. A certified letter was mailed 60 days prior to the ending date as instructed. However, the payment was deducted from my checking account yesterday. When I called today I was informed the person whom I need to speak to will call me back on Monday. How can this contract be cancelled?

This is the place you should run from ....... they will not return your calls they tried to trick me into resigning a contract with them and my security system has been unplugged for 3 years and they didnt even know it wasnt working so tell me how they are monitoring anything.. they are a joke...........

Review: First I'm a Retired Military spending over 30 years in the US Army and I'm 100 percent disabled. On 30 Mar 2010 I was solicited by a Home Security Company called Safe Home Secure for my home in [redacted]. From the get go I had sufficient discrepancies with this company along with my phone company [redacted]. Two Years later I was approached by another Security Company [redacted] and they promised that they would install new equipment in my home plus they would pay off the remaining debt to [redacted] Home Secure. That did not occur and I became involved in a Tortious/Wrongful Interference with the current carrier. They managed to reduce my cost, but denied making any comment of paying off the other company. Now with almost 10 months left to go on this contract with Safe Home Secure, I do not have any equipment of there's and I am being electronically billed in the amount of $39.39 a month from my bank account. I would like someone from the top of that company to cease and desist from taking money out of my checking account. I called Safe Home Secure tonight and they told me to contact the other company and have them remove their equipment from my home or I would notify the State Attorney General Office and file a complaint for Tortious/Wrongful Interference thus having safe home secure give me peace of mind and giving me 5 months of free service with their equipment. I do not want to commit myself in doing this and safe home secure needs to negotiate a settlement with me and close down my account.Desired Settlement: Have Safe Home Secure negotiate a reasonable settlement of a lesser amount than what I'm paying a month of $39.39. and have them close my account as soon as possible and not wait till 30 December 2014 advising them to shut my account down on or about 30 March 2015. Advise them I do not have their equipment in my home.

Business

Response:

[redacted] has been victimized by another alarm company while currently in agreement with Safe Home Security. Unfortunately [redacted] signed an agreement with [redacted] while currently in an agreement with Safe Home Security. This is common throughout the industry and in the end, the company with the pre-existing agreement is not at fault and therefore retains the customer.

Review: safeguard America (A Home Security Monitoring Service ###-###-####) call me on Aug 27th trying to get me to agree to a 5 yrs. contract and when I refused they lowered the months to 3yrs and I refuses again. Then they said to give them a 2 month cancellation notice I refused that after 3yrs. it should cancel itself. I though about it and in 5 minutes I called back for their address and they said it was to late to cancel now I am in a 1 yr. contract. my contract is up on Oct 16th 2014. I have paid them faithfully for 3 yrs. and no longer need their services. I would appreciate your help resolving this issue. ThanksDesired Settlement: cancellation of contract , I will not owe them no monies after contract over on Oct. 16th 2014. for them to never contact me again.

Business

Response:

Safe Home Security has agreed to cancel this account without penalty. There is no further money due and the account has been closed with a zero balance.

Consumer

Response:

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

Sincerely,

Review: Representative for SHS said I would be able to call him within the free trial period and cancel system. I called about 20 times and left messages and he did not respond. Notice monthly fee being automatically withdrawn, which we never discussed. I notice my contract had it written in it and also that it was a three year contract. I just opened a consignment store and my business partner that knew business backed out. I explained this to the Rep. I told him I had no money, no business background and didn't know if I would make it 6 months.

I eventually got in touch with Rep. I told him I saw the contract and it was misrepresented. I told him I have never turned it on but would pay one year just to make it all go away. He said OK and I asked for a new contract to be sent. It was never sent. I contacted several times and again they said the new contract would be sent. They have been contacting me every month to see when I will pay the full amount of 3 years. I explained to them that I would now pay for 2 years and that I wanted this closed out. They said OK and would send the new contract. They never sent and the Reps that have been calling me are acting like they don't know anything, but are getting ruder and ruder.

This company has done this before. There is actually a webpage with complaints about this company. I am closing my business at the end of this year.Desired Settlement: That this company be looked into. I am willing to pay for one year. I have never turned on the security system.

Business

Response:

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

We have decided to released this customer from our agreement. No further obligations are required.

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

Thank you.

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. However, they spelled my business [redacted] I am also concerned that they will renew my contract automatically which is stated on their contract. I want to make they are saying I am under no obligation to pay them any amount and that the contract is null and void.

Sincerely,

Review: On July 8th 2015 I had a new alarm system installed in my home and requested Safe Home Security to cancel my service and send me a final invoice. At that time, I had 10 months remaining on the contract I signed with Safe Home Security. I submitted my request by email and received confirmation from Safe Home Security that they had received my email request.

Within a few days, someone from Safe Home Security called me and discussed my request to cancel my account. During the conversation, the Safe Home Security representative stated they had received complaints that the company I had install my new system had not followed through on paying individuals the remaining balances on accounts they replaced. I informed the Safe Home Security representative that I understood and would like my final invoice sent to me so I could close out my account with Safe Home Security. The Safe Home Security representative assured me that I would receive my final invoice by email within 24 hours.

After three days, I again called Safe Home Security to inquire about my final invoice. This time, the Safe Home Security representative was extremely confrontational, aggressively chastizing me to the point of threatening me and very, very argumentive about me trying to close my account. The Safe Home Security representative made several dispariging comments such as responding to my question "aren't these calls recorded" to which he responded "some are, some aren't". I had asked that question because the Safe Home Security representative claimed there was no record of my previous call at which I had asked for a final invoice. The Safe Home Security representative reluctantly gave me an outstanding balance quote over the phone after several argumentive back and forth comments about my request for a final invoice. I stated to the Safe Home Representative that I can't pay a bill I haven't received and I would like to pay my final bill with Safe Home Security which is why I am repeatedly requesting my final invoice. The Safe Home Security representative kept focusing on the company that I had replaced their services with making negative comments about that company in reference to my account - all the while, being combatitve to me on the phone regarding my request for a final invoice. Ultimately, after aggressively trying to change the topic of my request for a final invoice, the Safe Home Security representative stated I would receive a final invoice in the mail within 24 hours. That has been two weeks ago as of today.

My account with Safe Home Security is currently paid up to date and I have never been deliquent.

Threatening customers who simply wish to cancel their contracts - AND PAY THEIR FINAL BILLS - doesn't seem like a smart business model.Desired Settlement: I would like my account to be closed out effective immediately and my remaining nine months of service not received to be credited to my account. I would like a final invoice showing my account is closed and paid in full.

Lastly, if the company policy of Safe Home Security is to harass customers that seek to close out their accounts, I would like the Revdex.com flag this to consumers so that the buyer can beware.

Thank you

Business

Response:

The company apologizes for the negative experience the customer has had, though that does not nullify the legally binding agreement. The final payment is $449.91, and if the customer needs the final invoice in writing they may contact [redacted] (Co-Director of the Customer Care Department) at [redacted] xt. [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because I have repeatedly requested an invoice from this company. In fairness, I will call the number provided in response to my formal Revdex.com complaint. I will attempt to receive this final invoice once again on Thrusday 7/30/15, an invoice which can be immediately emailed to me.

Review: This company has been taking money from my checking account since January I have been calling and disputing these charges first I was told that the next month they would send me a bill that never happened. When I switch to this alarm company I asked the sales rep was it required to do eft he said no. Not to mention I didn't sign anything agreeing to eft I never even gave them a voided check I made my first payment with the sales guy back in june2012 and what they have done is stored my bank account info with out my permission. I was suppose to receive a copy of my contract haven't got that yet. It's horrible customer service! Today they have charged my account an extra 25.00 and I don't know why!

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want a refund of my $ and I want my account info deleted!

Business

Response:

Business Response /* (1000, 5, 2013/05/15) */

We serviced alarm on 4-25-13, and we mailed a new agreement on 5-7-13, and client will call back to reset eft.