Safe Home Security, Inc.

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 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: 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]

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 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: 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

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 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: 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: 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: 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: Customer Service AgentSafe Home Security[redacted]Dear [redacted] letter is to complain about the communications that I have received recently from your company. I have been a customer of yours for many years. Most recently, I have asked that we terminate the contract because the current contract that I am under is only in effect because I was told that I needed to sign a contract in order to have someone come out to service my system. I took a day off from work, but when the serviceman came, he said that my panel was shot and that I would need a replacement. He contacted your office, but he was told that I could not have the work done unless I bought a whole new system. I dont think that this is good practice. I have been paying this bill for a long time, and I refuse to continue to pay for a non- working system. I have asked that you allow me to discontinue the contract since the system is not working and I am not in the position to pay for a new one. However, your company refuses to offer me that courtesy after all of the years that I have paid. I am refusing to pay any further because of this. I think that this is a bad business practice not to see that this in not an attempt for me to get anything for free, because I now have not had a working system for more than a year.Desired Settlement: I would like for the company to honor the fact that I have been a customer for years and am now unwillng to pay for a system that I have to totally replace in order for it to work. I have been paying for a non-working system for years.

Business

Response:

We have reached out to this client by phone, and did not here back. An email was just sent, with contact information and the hours to reach someone who can help the client with their concerns. We are willing to cancel the account but would like to hear from the client either over the phone, or by responding to the email sent.

We will reach back out to the client next week.

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,

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!

Review: I tried to cancel the alarm service provided by Safe Home for many years. They informed me if I wanted to cancel my service I needed to request cancellation in writing, even though I have not had a written/signed agreement with them in several years. I did send a written request on 9/19/2013 to fax # 860-563-5998. They acknowledged the request via a phone call shortly afterwards informing me, they would not be able to cancel my service until January, when my yearly subscription was up for renewal. I indicated to them that I have not signed any yearly agreements in several years and want the service to stop immediately. To this date 2/20/2014, Safe Home Security is still charging my bank account for monthly services that I do not use, and haven't for two years. They [redacted] w/Safe Home Security)tried to strong arm me into staying a customer by saying they do not think anyone would want to be with out their service and that he would have another manager call me. I have another service and do not need to talk with anyone at Safe Home Security, other then to finalize my separation with Safe Home Security...Not only do I want a cease and desist, by I also want a full refund of the monies I feel Safe Home Security stole from my bank account since I put my legitimate notice into them.Desired Settlement: I have documented proof that Safe Home Security has stolen $48.94 per month since the Notice to Cancel service was sent to them by me on 9/19/2013. I want October 2013, November 2013, December 2013, January 2014, and February 2014's monies refunded and if I need to put a stop through my bank and if that costs me I will want that money also. So far $244.70. This is ridiculous!

Business

Response:

Mr. [redacted] signed an agreement beginning January 11, 2008 for a period of 36 months. If a written letter of cancellation is not received at least 60 days prior to January 11, 2011, the agreement automatically renews for a period of 36 months. Mr. [redacted] sent Safe Home Security a letter of cancellation dated September 19, 2013. This letter has been received well before the 60 day period required as stated in the agreement. Mr. [redacted] account with Safe Home Security has been canceled and a refund check in the amount of $48.94 has been mailed.

Review: On 12/5/15 I noticed this company automatically withdrew an extra $350 from my account and cannot give me an explanation as to why. The monthly withdraw amount per my contract is $44.99 per month. For the month of December they withdrew a total of $394.99. My account is current and up to date, the last withdrawal amount on 11/5/15 was the normal monthly payment of $44.99. In addition, nowhere in my contract does it state they are authorized to withdraw any additional funds, other than the normal recurring monthly charge of $44.99. This company never contacted me to advice of this extra withdrawal amount nor did I authorize this charge. Since they took this money from my account, my mortgage payment will end up bouncing and my bank account will be in negititve status and I will be occurring fees as a result. I have good reason to believe that this could be a result of fraud. I find it overwhelmingly concerning hat no one at this company can explain why they took the extra $350 from me when I called today to question it.Desired Settlement: In addition to an explaination of this charge, I want a full refund of $350 and want to terminate my contract.

Business

Response:

TO RESOLVE THIS ISSUE CLIENT KNOWS WHY THE MONEY WAS REMOVED SHE IS AWARE THAT SHE RECEIVED A NEW SYSTEM ALONG WITH RESIGNING WITH SO THE CUSTOMER HAS NO FURTHJER ISSUESTHANK YOU

Business

Response:

MS [redacted] RESIGNED WITH THE COMPANY AND IS AWARE THAT THE MONIES THAT SHE PAID WAS FOR A NEW SYSTEM. SHE AGREED TO PAY BECAUSE HER OLD SYSTEM WAS LEFT IN THE HOUSE SHE LIVED IN SO WE INSTALLED A NEW SYSTEM IN THE NEW RESIDENCE SHE OPTED TO SAVE THE MONEY THAT IT WOULD HAVE COST HER TO CONTINUE IN HER OLD AGREEMENT. THANK YOU

Consumer

Response:

Review: [redacted]

I am rejecting this response because:This statement is not true. It's concerning to me that someone is saying this is my response, when I haven't spoken to anyone from this company in several weeks. Especially when I have attempted to contact the company to discuss this matter and haven't received a return call. The last message I left for Sal (the Resolution Manager) was on Tuesday 12/29 and I have yet to receive a return phone call.I did not have a choice but to resign with the company or buy out my contract, in which I would have to pay 90% of the remaining term. Instead, I agreed to "resign" a new contract with the term remaining on my prior contract (36 months). My old system was left in my house because I called this company on SEVERAL different occasions, months before we were moving and requested someone come out to remove as we were selling this property. This company neglected to send out a technician to uninstall, even after my multiple attempts to request. In one of my several attempted correspondence with Safe Home expressing my concerns regarding being responsible for the old system, I requested that Nick S[redacted] respond to my request in writing to confirm that I am not responsible for the old system in my old home:In addition, I have spoke with multiple employees to work out this issue and confirm that I would not be responsible for the price of the new system as it's there fault they neglected to properly follow their own protocol of removing the old system from my property. I have attached my contract for your reference. Please refer to page two, schedule A of the attached contract which lists out the "Total Equipment and Installation Charges". The amount in my contract is zero for both, I did not agree to pay for this system. If I had agreed to pay for this new system, that amount would not be zero but would reflect the cost of the new system. I had automatic withdrawal set up for my monthly payments, and this company unrightfully took $350 from my account on 12/6/15 with zero notification and caused my mortgage payment to bounce. I never once received an invoice requesting a payment for this or even a phone call. IN addition, my contract proves that I do not owe them any money for equipment or installation charges. If there was any sort of discrepancy, they should have invoiced me and reached out to discuss. In addition, allow me to pay for this in another mode of payment and not automatically deduct the funds from my account without my authorization. I spoke to Jevaun P[redacted] on 12/7/15 to discuss this matter, in which he confirmed this company never sent me an invoice, requesting payment for this equipment. My new system was installed in July 2015 and they waited five months (during the most financial burden month of the year) to deduct funds from my account for this system. The response received (in all caps) from the company is a pretty good indication of my experience with them. They neglect to return my calls or properly handle this situation. Honestly, I am surprised they are still in business, especially reading similar experiences from other customers on their Facebook page. Every time I contacted the company, I have to re-explain the entire story to each individual I speak with, just to be transferred to someone else's voicemail, and never receive a return call. I don't appreciate being "yelled at" in caps through email. Please let me know if you have any questions.

Sincerely,

Business

Response:

SPOKE TO CLIENT NUJMEROUS TIMES AND ALSO CALLED HER BACK NUMEROUS TIMES ON A RECORDED LINE EXPLAINED TO CUSTOMER THAT I RESEARCHED THIS ISSUE THOROUGHLY WITH ALL THE PARTIES AND I EXPLAINED TO HER THAT SHE WAS GIVEN THAT PRICE TO SAVE HER MONEY WE GAVE HER A BRAND NEW SYSTEM AS WELL AS CANCELLED OUT HER OTHER ACCT, AGAIN I ALSO REACHED OUT TO HER A NUMBER OF TIMES. ALL CALLS ARE RECORDED AND SHE WAS INFORMED OF THE PRICE OF THE NEW SYSTEM WHICH BROUGHT ABOUT A SAVINGS OF OVER 1000.00 DOLLARS. THERE IS NOTHING MORE WE CAN DO ON OUR PART HER NEW AGREEMENT IS VALID. AND WE STAND BY OUR DECISION. THANK YOU

Review: I have had Safe Home Security since July 2011,they offered to buyout my contract for $149.97 this never happened,and I paid both. Since September 2012 my security system has not work properly, I called in September when it began acting up the customer service rep said no problem we will have your service technician call you and set up appointment to see what's going on, few weeks went by no call, October still no call, call back they will contact you no problem, November still no call, call they say well the installer will call you. December still no call from the installer, my wife called they inform her well sorry we haven't had an installer in your area for a while but we are getting someone and they will call you as soon as we get them trained, meanwhile my credit card is being charged every month 49.99 for service and still have no service since September, finally the last couple of days of December the installer calls and sets up an appointment for January 5, 2014. Finally going to have what I am paying for.. so the 5th was a Sunday and when he was here he was unable to call in where he needed too to complete the set up because they are closed on Sundays and he needed them to put the information in for the "new" modem he replaced, he advised us no worries I will have that update called in first thing in the morning and you will be up and running within the next 24 hours. Well we waited for the alarm to start working till Thursday and then called again an spoke to Ken in the resolution department he said oh I see what's going on we never got that information from the installer and once we enter that we will be up and running and we will credit you for the months that have been paid and service not received plus January so $249.95 well here it is February with multiple calls back to Ken no resolution and received a bill with no credit to account and my service is still not working, Now I am told the installer will need to call us to set up an appointment to come out again this was 2 weeks.Desired Settlement: Preferably, I would like my money back for the four months I paid $199.96 and the buyout where I paid them and my other provider for three months $149.97(total$349.93) and them to let me cancel my service with no early termination fees. If they are unwilling to refund my money that I paid for services that I did not receive I would like for them to let just cancel my service with no early termination fees once again so me and my family can move on and find the service we need.

Business

Response:

We have service set for 2-22-14 with local service tech and we be crediting the payout issue and three months for their inconvenience. WHICH WAS PROCESSED 2-6-14 FOR 152.97. Will also credit 150.00 towards account buyout. Any future issue you can contact myself, [redacted]

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: After 6 phonecalls to this business to arrange a move service. I have left 2 voicemails and spoken with 2 individuals who said that a certain employee will contact me. have asked to work with someone else since she has been busy but everyone tells me that she is the only employee that I can speak with regarding the matter. This does not make sense, I am under a deadline and must arrange this for a move asap, Customer service has been completely upsetting and ridiculous.Desired Settlement: A phone call to resolve the issue and for this not to occur to others in the future.

Business

Response:

Since this complaint was filed, the service to move the system has been set.

Review: I was a customer with Safe Home Security Systems since August of 2010. I sold my house on April 30, 2015. As per my contract AND conversations with SHS employees ([redacted], "I just needed to send in my HUD Settlement agreement proving that I sold the house and my contract would be cancelled immediately". I called SHS for the third time on 5/12/2015 and was told that the new owners of the property were going to be utilizing the Security system. Once the new owners began service on that system, my services would be cancelled. This is contradictory to the statements above. In addition, I was charged the monthly rate of $39.99 on May 2, 2015 (which is the date the amount is drawn from my bank account, according to the paperwork I signed in 2010). I was told by [redacted] that the "money comes out of my account on the first of every month", again contradictory to the contract. I asked to be refunded the $39.99 for the month of May and was told, because I mailed the HUD Settlement agreement on May 1st (even though the date on all of the legal paperwork states, April 30th), I was not entitled to a refund because the money was taken out of my account on May 1st. The statements made by the representatives of this company are contradictory and unfair to the consumer. I expect a refund of $39.99 as I provided the appropriate documentation that included appropriate dates.Desired Settlement: I demand a refund of $39.99 as I provided the appropriate documentation that included appropriate dates.

Business

Response:

SALE OF HOME DOCS RECEIVED MAY 13, 2015. NO FURTHER BILLING IS REQUIRED AND TEH ACCOUNT CANCELLED. WE WILL NOT BE REFUNDING THE MAY PAYMENT.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the account was cancelled on May 5. The message from the business is vague and did not address the issue that the salesperson stated, "I can cancel my original purchase and attempt to purchase a new unit on May 22". Upon canceling to account, I was told I would not be refunded, which is contradictory to he previous statement above. Additionally, the account could not have been cancelled on May 13 as I was out of the state on a field trip with my school until May 17. Again, the message was very vague and did not address any issues.

Sincerely,

Business

Response:

The documents were received and noted on may 13th. Your May EFT payment would have needed to be stopped before the end of April. Your May 5th payment processed prior to our receiving documents. You may send a letter to the CFO requesting a refund but there is no guarantee it will be approved. The procedures followed here are company policy and nothing with intentionally done to harm you. the dates provided are accurate. You do not have to be in town for your account cancellation to be processed internally. Nothing special would have happened that you would have been aware of, it's an internal process. We cancelled as soon as we recieved official documentation which is not unlike the policies of any other service provider.

Consumer

Response:

My apologies in regards to my response yesterday as I was under the impression that it was from a different company. In regards to this however, I spoke with two employees, one of them...[redacted], I spoke to twice stating that I was/did sell my house on [redacted]..all of this prior to May 1. In regards to the actual written documentation, I was unable to get that information until April 30th upon the sale of the house. It was immediately put in the mail. Again, the employees were notified on more than one occassion..PRIOR to May 1 that the house was sold. The dates on the paperwork state that the house was sold on April 30...regardless of the date you received everything. Your employees knew about the issue prior to the said date, the paperwork has the appropriate dates, yet you are still contesting the date upon which you received everything...considering it still had the date of April 30th on it. I think this is another way for your company to scam people out of money rather than be respectful and see that all of the necessary paperwork was submitted with appropriate dates. I do not think refunding 39.99 is too much to ask considering all of the paperwork was properly dates and sent in on time.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Please see previous response with instructions. Thanks