Safe Home Security, Inc.

Review: I purchased a home security 5 year contract on 10/16/12.I paid for 3 months service at this time. The contract included maintenance of the security system already installed in the house. In December I called the "Repair Service" number to have my keypad repaired. The service person did not keep the appointment. I called again to schedule service and a service man came out 12/28, identified the problem and told us it would take about a week to get the parts and that he would call and schedule installation. After 2 weeks, hearing nothing, I called the "Repair Service" number again and was told they had no record of any of our calls and that they had not sent a repair person. No help was offered so I asked that someone who could resolve this issue call me so we could get the maintenance done. No one ever called me and the maintenance remains undone.In mid-January I received a bill for the next 3 months service. I called billing with a question on the bill and was told needed to talk to another office. Got transferred to dead air. I wrote a letter saying that I was very unhappy with their lack of repair service so I wanted to cancel my contract as I could not have my home unprotected for long periods of time while I tried to get them to perform their contracted services. A week later I got a call from the business office saying I had a five year plan and could not cancel for any reason. No help was offered on my maintenance problem. At this point I was no longer willing to deal with this unresponsive company. A series of calls with billing kept telling me I could not cancel my contract even if they did not perform as promised.I was told it was my fault that maintenance did not come out because I had not kept calling their repair people to see why they were not keeping their promises.I refuse to pay for service I did not receive.They have placed a negative item on my credit report.

Product_Or_Service: Phone based security services

Account_Number: Act XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to be released from my contract with no penalty payments and to have the negative report removed from my credit report.

Business

Response:

Business Response /* (1000, 5, 2013/08/08) */

The account will be canceled, per the customers request. A request for the credit repair has been made. Please allow 30 days for it to be reflected on the credit report.

Review: I have used Safe Home Security for many years to provide alarm monitoring services at my home. I decided to change to another vendor however after Honoring all the terms of the contract. And IAW with the terms of the expiring contract, I wrote them telling them I did not want to renew. In fact I have sent them no less than 3 certified letters informing them I will not renew. Despite these letters, I am hounded with sales calls trying to get be to renew. I get saying NO, but the calls continue. They even tried telling me I had another year on my contract but when I pressed them to show me that in writing, they stated they had made a mistake. All I want is the harassment to stop. I have met the terms of my last contract, I terminated the contract IAW the terms of the contract, and I don't want their service anymore. Please have the calls and correspondence from Safe Home Stopped immediately. (Acct # [redacted]Desired Settlement: I just want them to stop calling me or sending me any new invoices for renewal. I don't owe them a dime.

Business

Response:

We are not able to cancel Mr. [redacted] account. Mr. [redacted] approved an agreement for 60 months from August 10, 2009. This account is set to expire on August 10, 2014. The amount due to fulfill the agreement and close the account is $280.18.

Review: I made the mistake of switching my service to safe home security after a number of years of competent service with [redacted].a technician came to my home and switched the service over but [redacted] was never notified of the changei was instructed to send a letter cancelling my services which I did but I was still being changed for services by [redacted] as welli resolved the mater with [redacted] eventually - I spoke to several mangers at safe home security and was told repeatedly that I would be reimbursed or credited for these double chargesthis never happened.In late November, I received a bill for $from the LAPD about a alarm call at my home weeks priorSafe home security had neglected to even inform me that there had been an alarm incident at my homeSurprised and angry, I called and spoke to someone in the customer services department who told me that they do not leave messages on the contact numbers and had failed to reach any of my alternate contacts on my listI explained that this was unacceptable, that I needed to be communicated with and informed of alarm incidents / alarms in my home (seems like this is one of the most basic points of having a monitoring system)I made it very clear that I wanted my cell number to be on the top of the list and that I was requesting that a message be left so that even if I was unable to receive the call, I would be made aware of the incident and be able to respond quickly (hopefully to avoid any further alarm / police visits)Soon after another incident occurred and again I was not reachedthe protocol that I had previously discussed was not followed, I was not alerted and the police came again - this bill was $350.I spoke to a number of service representatives and managers at safe home over a period of several months, explaining my extreme dis-satisfaction with the service based on this repeated non communicationI was promised on numerous occasions to have money reimbursedRepeatedly, emails and calls would go unanswered, unreturned.Desired Settlement: I officially cancelled my contract with SHS via a certified letter - due to breach of said contract - not being able to competently monitor the safety of my home and provide adequate service[redacted] is now providing my service again which SHS is aware of, and even though I am not receiving monthly invoices from the company (nor now, service), SHS continues to send me mounting bills and calls threatening steps for collection.I want my service terminatedI want nothing to do with this company
Business
Response:
The alarms [redacted] experienced were not from faulty equipmentThis was explained to him on June 13th, If the customer wishes, we would be more than happy to send a technician out to the home to inspect the alarm and get it back to working conditionOut monitoring stations are regulated, and in a real emergency, our operators cannot wait to leave messages on cell phonesTheir priority is to get help to the person in needWe advised this customer that we would do what we could to accommodateNowhere in the customer's contract does mention that Safe Home Security is not responsible for any alarms or fees assessed by their townWith that said, we normally attempt to work with the client if it was faulty equipmentThis was not the case with [redacted]If the customer wishes, we would be more than happy to send a technician to his home to inspect his alarm systemHowever, there was NO breach of contract on the part of Safe Home SecurityIf the customer insists on his account being closed, he can close it with a buyout amount of $
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
My issues with the company never had anything to due with faulty equipment and that was never discussed - the issues are only a matter of policy and communicationIt is simply a matter of "when there is an alarm incident in my home, I have the right (indeed the sole purpose of having an alarm system and company to monitor it) to be notified." This didn't happen once in NovemberI spoke at great length with a 'customer service' agent after, expressing my concern and having the understanding that the communication, the notice would happen differently and be handled and completed in a more diligent fashionThen it happened a second time in DecemberAll the while incurring over nearly $in fees to the LAPD (that easily could have been avoided)
It's about customer care, paying attention and simply 'doing your job'The breach of contract is just that, my home, and the security of it, was not being serviced correctly
Luckily, the alarm incidents were indeed falseI would have been even more devastated to return home in November to find my home broken into, robbed without even the courtesy of being contacted prior - that is not acceptable service
My next step is to take this case to LA county Small Claims CourtI will be curious to see if a judge will reward me some of the fees I incurred due to this negligence, so much time involved in dealing with this difficult and poorly managed company as well as the duplicate fees charged when the previous security company was also not correctly notifiedI am now safely back with [redacted] home security - a company that knows how to service clients and homesI want nothing further to do with 'safe home security' and my account was terminated, as notified via registered letter
This has honestly been the worst experience I have ever had with a company in my life - completely shocking, the ineptitude of it all
Sincerely,
Business
Response:
The company has not been negligent in any wayIf the customer had a service problem (as all alarm company can have), we will be more than happy to service the clientWe apologize that the customer feels the way he doesIf the customer would like service, simply contact our customer service department to set a time and dateAdding an additional alarm company does not release him from his original contractual obligationHowever, Safe Home Security is looking for a resolution by getting the client's service up and running, and monitoring him for the remainder of the agreement
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
as I've already stated several times, I the service was clearly negligent and unacceptableThis was a company that was hired to monitor a security system in my home and keep my home safe - it is not acceptable to service for that company to not notify my of a bre(or not)The first time this happened, I was only made aware that there had been an incident at my home when I received a $bill in the mail from the LAPDThat to me, as a consumer wanting a security system in my home, is negligent service
At that point I had a lengthy conversation with the customer service agent at the company, clearly stating that this was unacceptable and I would expect to be contacted and made aware or such incidents in the futureThen this whole scenario happened again exactly the same way and I was not contacted a second time - another bill for $from the LAPDThis moves from the negligent and unacceptable to the insulting and ridiculous
On a number of occasions, I reached out to 'safe home' security for follow up and had repeated emails and calls go unreturnedI have records and dates of all such correspondence
I am not interested in dealing any further with this companyI sent a cancellation letter via registered mail as instructed to terminate my serviceI do not owe any money to this companyI had to spend almost $to cover fees due to this company's lack of communication
I have never had such incredibly poor customer service and dealings with a company in my entire life
I will be taking this case to small claims court in Los AngelesI will be curious to see how a judge will decide on these situations
Sincerely,
Business
Response:
Safe Home Security was not at fault for the customer's alarmsWe offered to send a technician to service the client, but were denied the opportunityAs the customer has already stated, the problem was not with the serviceIf he had an alarm go off, and was not contacted, we would be happy to check to equipment to see what happenedThis, however, was not allowed to happen

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: 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: We have been waiting and calling for service for over a month. During that time our security system has been down. By the time we were given a call back ( for a service person to come to the house) by the Safe Home service company, we had chosen a new monitoring company. Safe Home claims we have an automatic rollover contract and that we will owe them for two years of monitoring if we discontinue using them. We have canceled the credit card that is automatically charged. We want to be released from the Safe Home contract and for our credit to be protected, as we are not pleased with their service.Desired Settlement: We would like to be released from the contract our payments are current through July our system has not worked since July

Business

Response:

The customer does not have an automatic rollover contract. They signed a 5 year contract on February 3rd, 2012. We diagnosed that the customer needed a battery. When this did not resolve the issue, we attempted to set service. On August 18th, the customer requested to cancel the service appointment. We would be more than happy to credit the account for the inconvenience and service the customer. However, the customer's agreement that he signed does not end until February 2nd, 2017.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We have started the process, after a month of no service, with another company. If Safe Home can repair their system ( or start the repair) within the next 48 hours without us having to spend an entire morning or afternoon waiting in a large window of time for a repairman to come we would consider continuing our contract. That would mean a call within 24 hours to set up a time for repair and then an exact time of arrival of the service person ( not a four hour window) as we work as well. Again a response within 24 hours as the other company must be called off they have come once to access the damage.

Sincerely,

Business

Response:

The customer's alarm service was serviced on 8/25/14. It is operational at this time.

Review: I was a loyal customer for 7 years with Safe Home security. After exploring other home security companies that offered wireless monitoring for a lower price, I called Safe Home to cancel my service- which was no longer under contract. After talking with one of the customer service representatives, [redacted], he offered me a wireless device upgrade while maintaining my current pricing, so I agreed to the new service in March 2014. Since the alarm was the only thing connected to a landline, we cancelled our home phone landline connected to the alarm. I waited one month before receiving the wireless device that needed to be installed in order to achieve wireless security. I waited two months for an install date which later was missed due to miscommunication from the installer (Tech Force). Meanwhile I had no security service for 3 months yet was still being charged the monthly fee from Safe Home. In June 2014 [redacted] shared with me the wireless device they mailed to my home would not be compatible with my current system and asked that I mail the device back to avoid further charges for the non-compatible wireless device. I mailed the device back immediately (also paid for postage). In July 2014 my bank statement showed a charge from Safe Home for $234.00! I had already alerted Safe Home's customer's service through cancellation letter, of my wish to cancel service as well as my request for reimbursement for 3 months of undelivered service and soon realized I had been charged yet again for the wireless device I had already mailed back. [redacted] claims he had tried to reach me via phone call yet I did not receive any messages or email communications. I attempted to forward the email with my reimbursement requests to the CEO, [redacted], but it was quickly re-routed to customer's service, again where they emailed me to assure me [redacted] would be following up with my request.It is now September, 2014 and I am still waiting for reimbursement of $357.32.I need this resolved now.Desired Settlement: $ 35.00 May monthly charge (no service provided)$ 38.21 April monthly charge (no service provided)$ 38.21 March monthly charge (no service provided)$234.00 Equipment charge in error$ 11.90 Shipping cost to send wireless equipment backTotal= $357.32

Business

Response:

A refund check in the amount of $199 has been sent to [redacted]. The device that was to be installed acts as a communication backup to the home phone line. Safe Home Security does not recommend that customer disable their home phone at any time. [redacted] made the decision to cancel her home phone with the assumption that the wireless device would be installed in a given time. Safe Home Security paid for postage to have the part mailed to [redacted]'s home. [redacted] changed her mind and decided to send the part back to Safe Home Security; postage paid by [redacted].

Review: misrepresentation of business. I received a phone call about my [redacted] security system saying that I needed an upgrade for my system. I said okay that they could do this when the service man came out he had [redacted] tag so I let them upgrade my system. That was in May 1014 then in August I received a copy of my contract that I signed in May. I was shocked to see that I had signed a contract with safe home security. I imediatly wrote them a letter saying that I was still with [redacted] and they should cancel their contract. So now I am psaying 32.95 to safe home security and 32.88 to [redacted] being on a fixed income this is stupid to have 2 security systems.I talked to my bank they said this was fraud because I didn't know this person was misrepesenting the compay he worked for.Thank you for your concern in this matter.Desired Settlement: To get a refund of the amount paid to them

Business

Response:

Good afternoon [redacted],

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

The issue was sent to our representative that sold the deal and below is what he stated.

Thank you for sending this information, first let me say it is unfortunate this customer feels taken advantage of, this is never our intention.

[redacted] is a door knocker, we do not normally make appointments. This was a self generated, door knock deal. [redacted] just happened to knock on her door. He may have said he was here to speak with the [redacted] or security alarm account holder but at no time do we train or have them say they are with [redacted]. We are very specific and very aware people think [redacted] is the name for security, people generally refer to home or office security as [redacted] because they are well branded. On our agreements which are gone over in the home as well as a copy left it clearly states [redacted]. We use [redacted] "pitch books" nothing we have printed says [redacted], all of our business cards also say [redacted]. We also leave them with a 10 promises that also clearly says [redacted], a [redacted] sign and window stickers. Our guys are also instructed to take their [redacted] signs and replace them with [redacted] ones. So I am not sure how we can communicate more effectively, if you have any suggestions, please let us know. We see this as a very serious issue, we are very conscience of the fact some people can manipulate this and take advantage of customers, this is not what we train, represent, or encourage. I believe they must have had an appointment with someone, however it was not with us, we just happened to show up. I will inquire with [redacted] and [redacted] if they can remember any more details about this couple and will have [redacted] contact the customers directly to see if he can clear things up for them.

We appreciate the communication and any further information to assist in helping our customers

Consumer

Response:

Review: [redacted]

I am rejecting this response because:They did not give me any information they said they did. It is the 10 of October and I still have [redacted] stickers on my windows and an [redacted] sign in my front yard may be if they had done all this stuff I wouold have realized that I was giving up [redacted] a top rated company for a fly by night. If someone knocks on my door I do not allow them in my house as I am elderly and know I can be taken advantage of very easily

I know that they sure got me and now I am paying for [redacted] montering and their dupy montering. I can believe that this has happened to me I feel very stupid. This is not a nice company to work with I have contacted an attorney to deal with them in my behalf.

I'm just glad my husband was home that day who knows what may of happened I really thought I was getting an update from [redacted]. All I want to be released from this contract I cannot afford this any more as my husband lost his job so all we have is my SS to live on.

Sincerely,

Business

Response:

Good morning Carolyn,

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

I spoke with the sales rep. and below is what he states.

I've attempted to contact to no avail, this I know w absolute certainty we don't sell by phone, we have a [redacted] contract signed they make the check to [redacted] we confirm [redacted] and the agreement and the tech works for [redacted] so her story is not adding up, as for the yard signs we send a corporate tech....

Thank you.

Review: We've had service with Safe Home Security for a very long time mostly due to their 3 year auto-renewals (since 2008), we've been stuck. The last time I tried to cancel in 2011 I sent in a letter of cancellation and they claimed that it was not received and my service got auto-renewed for another 3 years. Therefore after numerous attempts to cancel my service, I continued service. Now they just recently renewed my service again for another 3 years, and I really would like to have my service canceled. I called them on the phone and they said that the service renewed on November 1st, 2014. I feel as though i'm locked in this forever and there is no way out. There are no letters to inform us of anything that is happening on the account, it just auto-renews and the contract is renewed without my permission. I've read many complaints here and about 80% of the complaints is very representative of all the consumers in the United States that are going through the same thing.Desired Settlement: Please cancel service and cancel the agreement immediately without cost. We've already satisfied many periods of the contract and we should be allowed to cancel. My intent to cancel from the last renewal period should have been honored and should have been noted in the account to cancel during the next auto-renewal.

Business

Response:

Safe Home Security will be closing this account at no penalty or further billing to the customer. The customer says they were happy with the service, but unfortunately cannot continue due to their upcoming move to Thailand.

Review: This the letter I have sent to them. It will explain my problem.

I am now in receipt of a threatening letter from your company informing me that since my bill (for a service that does not work and has not been used in many years and that I have asked repeatedly to cancel) is 30 days late and will be sent to “multiple credit bureaus.”

This letter was sent by an employee of your company, [redacted] of the collection department. In addition to threatening me she states that she “may be reached by calling ###-###-####, extension [redacted], with any questions.”

I have made four calls to [redacted] in the last eight days. Each time I have gotten a message stating that she is currently on the line with another customer and “will return my call at the end of the business day.” I have left a detailed message and my name and account number and phone number each time. She has not returned my call. She must be very busy.

When I first made the attempt to cancel this service two months ago, I received a phone message informing me that I was “obligated” to pay for this service until 2017. I wrote a letter (10/26/14) asking for proof from you that I had signed such a contract or had knowledge of this information. To which I received no reply. Except for the letter from [redacted].

The last contract I signed from you was December 23, 2008 (two signed contracts before were dated 1/16/2003 and 1/16/2006) and stated services would be provided for 36 months (that gets us to 12/23/2011). Why do I not have a contract from you for the period 12/23/2011 to 12/23/2014? And where is a contract for 12/23/2014 to 12/23/2017?

Unless you can prove to me that I have signed a contract stating that I will pay for this service until 12/23/2017, I am not obligated to pay you further. Indeed, I have apparently not been obligated to pay you since 12/23/2011, the ending period of the last contract I signed.

I can be reached by phone at any time to discuss this. ###-###-####Desired Settlement: I wish to end this service as it does not work and I have not used it in years. I do not want to be held accountable to the terms of a contact I did not approve, see, or sign.

Business

Response:

The customer signed a 5 year renewal contract in 2012. It is attached for review.

Review: They called me to update my home system. They stated I signed up with them in 2010. But I didnt realize that they no longer used [redacted]. the following day a man came to set up system which consisting of pushing some numbers. I already had the system hooked up.They did not install anything. Then my husband realized this was no longer [redacted]. so I contacted the company. they stated I had to send a certified letter post dated for 12/14 with I did. I still have my receipt. they still keep billing me. I had to put a stop threw my back. they are very rude and nasty. I have called several times to fix this problem. I refuse to give the criminals another dollar of my money. they are giving out false info. statingDesired Settlement: that they leave me alone.

Business

Response:

Good evening [redacted], I’m responding back to Revdex.com complaint case # [redacted] After carefully reviewing this account we have decided to release the customer without any further obligations. Should you have any questions please feel free to contact me. Thank you.

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

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: 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: I am currently in the process of moving out of the home that I currently have their security services in. I called to see what I needed to do in order to cancel my contract. I spoke with a person named David that stated that he was a supervisor. I explained to him the situation and that I wanted to know how to cancel my service as I would now longer be needing it. He began to get rude and disrespectful, interrupting me while I was speaking, stating that I signed a contract and there was no way to get out of it, yelling at me and refusing to let me speak to anyone else. He stated that the only way I could end the contract was if I paid over $2000 to fulfill %90 of the contract terms. I asked what would need to happen in order for me to cancel this service. He said there was nothing I could do other than pay the money. When I told him I couldn't afford the monthly payment or the pay off amount he said oh well, that I signed a contract. I informed him that at the time I signed the contract (a 5 year term, no other option was offered) I did not know that my situation would be changing, and I would no longer need the system. He said that that was what contract were for and that I had no other option. These people are rude beyond belief and I have never been so disrespected by a customer service rep in my life!! When I said that I was glad to see that the customer is always right, he said not with their company.Desired Settlement: I wish to be released from my contract and have the automatic account draft canceled from my checking account.

Business

Response:

This account entered into a 60 month agreement on March 24, 2014 and will remain in effect until March 24, 2019. If this account located to an area where we provide service, we are willing to move the equipment and transfer the terms of the agreement to the new address for $199.00.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not wish to continue doing business with a company that has rude and unprofessional customer service. If I have no other option then to move my service, I would like to have the transfer fee waved, since I was so rudely spoken to and dealt with on the phone.

Sincerely,

Business

Response:

We must hire a technician to remove and reinstall the alarm system. The system may be relocated for a payment of $199.00. This account's perception of "rude" does not allow for the cost to be waived.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The idea that you think the word RUDE would need to be placed in quotations speaks volume as to the leave of respect that you offer your customers. If someone interrupted you, spoke over you, yelled at you and just over all disrespected you, would you pay them money? I have absolutely no desire to continue doing business with this company, but I understand the limits of the contract. No where in the contract does it state that there would be a fee to move the service equipment.

Sincerely,

Business

Response:

It is also does not state in the contract that we are required to relocate your equipment. Seeing as the option to move the system has been declined, our only offer on the table is to pay off the original contract. The amount left to fulfill the contract and close the account as requested is $1,924.65.

Review: I signed an agreement for service back at the end of July 2015. The dealer was supposed to return within a couple days to install service, cameras/monitor and glassbreak. He never showed; every time I called him, he gave a different excuse as to why. Finally, about a month later, after I threatened to call Corporate, he showed up and dropped the equipment off but never installed it. After that, he no longer answered his phone or responded to voicemails. I called SafeHome, only to get the run-around on who to speak to. Supervisors who were supposed to call me back never did -- and two phone numbers/names they provided were bogus. Frustrated with the lack of communication and service, I called to cancel my account, only to be yelled at by the one customer service rep who answered, told they don't cancel contracts under a** circumstances, and then was hung up on. The second person I finally was able to reach told me my contract was never bought by them from the dealer and to take a** issues up with him. Um, okay, but he's not returning my calls. It wasn't until I threatened them with a lawsuit that they connected me with a supervisor, who proceeded to tell me that the guy I dealt with initially was terminated from the compa** just days after I signed the agreement with him (one he neglected to sign himself, btw)for suspicious conduct. That explains why the credit card I provided him had four unauthorized charges on it, ones that occurred days after I gave it to him (and I don't use the card for a**thing else and never take it out of the house). So now, in October, I'm left with a system that has never been hooked up and cameras/glassbreak that have never been installed; left dealing with a criminal investigation into credit card fraud; and left not knowing if I have a** type of alarm service or even a contract for that matter (SafeHome's stories keep changing). Either way, and after all this, the compa** is still refusing to cancel my account. Be aware of how unreliable and unprofessional they areDesired Settlement: I want to make sure a** contract they may have from me is terminated, along with a** service. I do not want to see a** more charges from them, or attempts by them to report me to the credit bureaus. I will be filing complaints with the [redacted] Attorney General's office, Revdex.com's in both CT and **, as well as with my attorney. I wanted to post this so other people would be aware of how unreliable and unprofessional this compa** and their dealers/representative are and to avoid them at all costs!

Business

Response:

We have offered to install the camera's, which the customer has refused. The customer is assuming the salesman, who was not terminated, is responsible for the unauthorized credit card charges, without proof. She has been asked to provide the four charges and will be providing them for our review

Review: I have trying to get a refund for my mother, since Aug 2015. Her service was supposed to be cancelled in June, I noticed her July bank statement that she was billed for July. I have been trying to get the refund and they keep saying they will get to it. I just want to get the refund in the amount of $39.99. They have agreed that it should have been canceled before the July billing. I have called them multiple times and I keep getting the run-around.

My mom will be needing the money for some final expenses, failing health.Desired Settlement: The $39.99 refund check or credit to the account that was billed.

Business

Response:

A refund check in the amount of $39.99 has been mailed.

Review: Safe home has not been able to receive their self generated self test signal from our system for further back than their online system will show us. This means that their system is defective. They acknowledged this when they sent us an antennae upgrade from 2g to 4g as 2g is no longer supported about 8 months ago. However they have no service providers in they area to install the new antenna, which they have admitted. However they feel the need to continue to bill us for services that they can not provide. They do not have anyone in our area to install the new antenna that they sent us, admitting that there is a problem, yet they continue to bill us. If they claim ey don't warranty the equipment I have a bill just received today with a warranty charge.Desired Settlement: Release from the contract as they have not been providing the services that they charge us for. Our system is defective and has been for over a year and a half. We are not asking for a refund only for them to release us and stop sending us a bill.

Business

Response:

If the customer sends back the equipment that was mailed to her, we will agree to release the customer from the remainder of their agreement. We can email a return label to the customer to the e-mail address we have on file if the customer prefers.

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

This company is unethical and should not be in business. My husband was excited when his step dad offered us a free system he 'won' to protect me and our two young kids on our 13 acres while my husband worked weeks at a time out of town. The company came and installed the system and had my husband sign a contract. The installer told my husband that the only way to get out of the contract is if we move. Yes, my husband should have asked more questions and should have read the contract in more detail, but we are trusting people and did not expect to get so screwed! Now, almost 2 years later we are selling our house and will be living with my mother in law while we look for another one. Safe Home Security says that we have to pay for the system for 5 years no matter what. Our only other option is to pay $1600 to have it cancelled. I own my own business and I would NEVER hold anyone accountable to pay for a service for an additional 3 years that they will not be using.
I would suggest that no one does business with this company.