Safe Home Security, Inc.

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

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

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

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

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

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

Thank you

Business

Response:

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

Consumer

Response:

Review: [redacted]

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

Review: 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: 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 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 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 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.

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

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

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

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

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

Business

Response:

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

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

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

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. However, they spelled my business [redacted] I am also concerned that they will renew my contract automatically which is stated on their contract. I want to make they are saying I am under no obligation to pay them any amount and that the contract is null and void.

Sincerely,

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

Desired Settlement: DesiredSettlementID: Other (requires explanation)

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

Business

Response:

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

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

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.

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

Review: I am trying to disconnect service at my address and they say they can't because it is under contract. The contract already ended. I am the new home owner. They told me that they were going to continue charging the person on the account and I should consider myself lucky that the bill is not in my name. The person on the account passed away. She is not the home owner. They will not cancel the account and when I call they always tell me that someone will look at the account and that they will send it to cancelation. I call after that and nothing has been done to the account. The last time I called they did not want to transfer me to a supervisor. When they did transfer me to a supervisor the supervisor hung up on me.Desired Settlement: I would like them to disconnect their service from my address and send a letter stating that the service is disconnected.

Business

Response:

Customer has told us multiple times mother had passed away, the account is in her name. We requested a death certificate on multiple occassions to process the account but the complaintant refuses to send one in. At any rate the account is in rights to cancel and we will process the cancellation. It takes 30 days so please ignore any correspondence recieved prior to then. We do not send letters so please let this serve as your notice. Any additional issues you may contact me directly. Doug H[redacted], VP ###-###-####.