Safe Home Security, Inc.

Review: TRYED TO CANCEL SERVICE, THEY WOULD NOT TURN OFF SERVICE, TOLD ME I HAD SIGNED A FIVE YEAR CONTRACT THAT I DID NOT SIGN,IT TOOK THEM FIVE DAYS AND THREE PHONE CALLS FOR THEM TO SEND ME A COPY. THE SIGNATURE WAS FROM SOME THING ELSE I SIGNED. I KNOW THAT BECAUSE I MADE A MISTAKE SIGNING MY NAME. THEY WANT ME TO PAY 90% OF A FIVE YEAR CONTRACT TO CLOSE OUT THIS NEW CONTRACT.MY CONTRACT ENDED IN 2012. THE COMPANY I SIGNED WITH WHEN OUT OF BUSINESS.Desired Settlement: STOP SERVICE TO MY HOME LIKE I ASKED THEM TOO, AND NOT HAVE TO PAY 90% FOR A BILL I DON'T OWE

Business

Response:

I have looked at the original contract and this was not a copy. Please note how the lines clearly cross the signature line. This was signed in 2012 and we have no reason to believe otherwise. If the customer has additional information we will certainly listen but at this time the contract stands.

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.

Review: On Monday, June 1st, 2015, I received yet another call from the collections department. This is the third month in a row to receive this call. Each of the two other months, I verifed payment was sent and cashed. They had been posting it to the wrong account. This is NOT my fault. Each month, it was 'supposedly' fixed, so it would not occur again. Yet here I am again. I consider this harassment at this point. So when she called me again today, I said 'This has already been resolved last month, and the month before.' She stated that I was in collections and owed them. I said 'I will give you time to review your records and get back with me.' She said "the records have already been reviewed, and collection calls will continue!", then hung up the phone! This is unacceptable behavior in my eyes. In regards to this abhorrent customer service, and the lack of fixing my issue, I am reporting this to the Revdex.com. I left a message for [redacted], the C.S. Manager, to get a callback about this issue.Desired Settlement: Stop harassing me due to your inept bookkeeping. Fix the billing system and do your job....the one I am paying you for each month! Some restitution should be offered for the harassment and inconvenience of me having to take my time to resolve an already (twice) resolved issue!

Business

Response:

The customer is legitimately behind on his bill. He never paid January or February 2015, the Electronic payment for those months bounced. He then mailed checks in for March, April and May but remains behind the previous 2 months plus late and finance charges. He needs to speak to us to rectify. Manager [redacted] extension [redacted] has tried calling him for the past 2 days without success.

Review: I entered into a contract with [redacted] on 7/27/11 for a home security system. In May 2013 the auto withdraw for this contact stopped being withdrawn from my bank account. I called [redacted] and never received a return call. October 2013 the system stopped working by tripping the alarm and no once called to see if there was an issue. The beginning of June I was contacted by Safe Home Security, they told me they could tell there was a problem with my home alarm system, that the system had not been working since November. They said it was the companies fault the system had not been working, but they were not sure why this happened. The sales person said if I wanted to get the alarm working again we could void the old contract I had with [redacted] and enter into a new contract with Safe Home Securities. On June 19th, I signed via email a new contract. On Saturday June 21st Safe Home Security, Inc. was to be at my home between 9 am - 1 pm. When they did not show or call, I decided I did not want to do business with them. The contract states I have 3 business days to cancel via writing or Telegram. I sent a Telegram on Saturday via The Telegram Company, ref# [redacted] 6/21/14 @ 18:43PT. June 23rd I spoke with [redacted], he told me that the company would come after me. I feel that I have cancelled my contract, per written instructions. I feel that the company is harassing me.Desired Settlement: I want my contract cancelled in writing and I want a written apology.

Consumer

Response:

Dear [redacted], on June 24,14 I had a friend help me write a complaint against Safe Home Secrurities .Id [redacted].she made a mistake in the message .It should of read void the old contract I had with Safe Home Security,Inc not [redacted].I not sure what to do about this matter.Talk to someone from your state Revdex.com and they told me to email you.you can contact me at ###-###-#### or email. thank you ,[redacted]

Business

Response:

WE HAVE CANCELED THE ACCOUNT AND WE DID APOLOGIZE.

Consumer

Response:

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

Sincerely,

Review: I signed a 5 year contract with this company. I was told that to not have this contract extended I needed to fax a letter to this company with 90 days of my contract end date (June 4 2014). If they did not receive a fax it would continue for another year. I started to call them January of 2014 to verify what I needed to do. On March 1st I called and got the fax number and send a fax. I waited a few weeks and then called back and was told they did not receive the fax. I would need to talk to a manager named [redacted]. He told me to send him a email and list the reasons why I wanted to cancel. I sent the email. Called back and they kept giving me his voicemail. I left messages, but he would not call back. Safe home mailed me a letter on May 20th and said that I needed to send them a letter 60 days prior to the June 4th date. (May 29th)I called the customer service department and they told me they had no record of my phone calls or faxes [redacted]) and the my contract had been rolled over to another full year. I asked for a supervisor and [redacted] told me that customer service was a call center and had no supervisors. I spoke with a ([redacted]) and he told me to send over the letter and the email and he would cancel. I sent the email and called the main office and talked to a [redacted] who gave me a fax number to send the fax. I send my March fax and my April Fax. I called [redacted] and she told me they had a record of all my calls back to January. I called [redacted] back to see if she received the fax and she said she would call me back, she needed to walk to another room to get the fax. I waited 20 minutes and called back and [redacted] said that he was a supervisor and could help. I asked if they had received a fax and he said it takes 3 days. I pressed the issue and he said they had a copy of the fax. I told him to put a supervisor on the phone and he said that Justin was the supervisor and to call back on Monday. This company should not be in business. They will constantly lie.Desired Settlement: I want this contract cancelled immediately. This company should not be in business. They will lie and play games until the contract renews and then say they don't have the information to cancel. There needs to be a full scale investigation into the business practices. All the calls are recorded and I would like you to look at the transcript of my calls, ( the voice transcript and compare to what they typed into the computer). I am sure there are more people going through this

Business

Response:

This account has been canceled per the customer's request.

Consumer

Response:

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

Sincerely,

Review: I had a 60 month contract with Safe Home Security that expired in March of 2013. Because of an ongoing billing dispute I requested and finally received a ledger from [redacted] detailing all transactions for the entire length of the contract. After reviewing the ledger, I found that SHS had made withdrawals from my account before the starting date on the contract, had attempted to bill me for services after I had cancelled the contract according to the contract terms, had not credited my account for payments I had made and failed to return an overpayment I had made in excess of the sixty payments due under the contract's duration. I disputed all improper billing statements in writing as well as in telephone calls with Account Managers for months. After reviewing the ledger, I sent copies of the cancelled checks not credited to my account to Mr. [redacted] and requested a refund for the over payments made, to which I received no response. After getting no response to my request I started sending monthly bills, including interest and late fees determined by using the same rates SHS was using for determining what I owed. I did receive one phone call from SHS's accounting department asking how I determined the billed amount. I returned the call, explaining that Mr. [redacted] had that information. I did include a copy of the spreadsheet I used to calculate the interest and fees with the next bill I sent, but received no follow up call or letter.This dispute would not have gotten to this point had the representatives of SHS been honest and forthcoming with correct information at the onset of my problem with my alarm system. SHS's personnel have lied to me, called me a liar and in general have bee extremely uncooperative throughout this entire dispute.Desired Settlement: I would like to be paid the amounts of over payments made on this account, including interest and late charges which at the time of this writing totals $1,571.55.

Business

Response:

Good morning C[redacted],

After having reviewed account , we have determined there is no refund due to customer. [redacted] signed a new agreement in May of 2008 for 60 months which would bring him to May of 2013. Customer still had at least 1 month left on the agreement to pay. His last payment was March of 2013 . We cancelled his account before term was up as a good faith gesture. We are mailing customer a copy of the agreement he signed for the 60 months.

Thank you,

Review: I have an alarm system with this company and my alarm has been beeping erratically for at least 6 months in addition to two doors having sensors that have fallen off. I have called and called and called to request a "service call" and they fail to get anyone out here to fix my alarm and the sensors on the doors. I have been speaking with an alleged Manager Jamie P[redacted] at Safe Home who continues to make promises he can't keep. I have NEVER received a phone call from a technician to make an appointment to fix my alarm and sensors. I have begged to be let out of my contract so I may hire a local company and have a WORKING alarm! They refuse my requests yet can't get anyone out here! I started calling 6 months ago and nothing! How am I tied to a contract yet my system does not work properly and they will not get anyone out here because they kind find anyone to come. Just let me out of my contract that will end in May of next year I believe. Just let me out so I can hire a local company that can fix issues if I have any. They lie, they make promises they can't keep, I'm 100% certain I am not dealing with a "manager" Jamie P[redacted] as he answered an inbound call of mine. These people should not be in business because they can't fulfill any service calls! Please help me get out!Desired Settlement: Release me from my contract so I may get a WORKING alarm installed by a local company.

Business

Response:

The local company located in ** is employed by Safe Home Security. This account will be receiving a call to schedule service.

Consumer

Response:

I keep being promised by Jamie P[redacted] of Safe Home (alleged Manager) that I will get a call. I call him everyday, multiple times a day to advise I have heard nothing. His only response is "I will email them again." Can no one pick up a phone? So last night at 2:30am in the morning my alarm goes off! Not a beep but a siren alerting me that someone has opened a door or window in my home. This obviously woke me and my partner up and scared us half to death. We let the alarm sound off until we checked every window and every door. Mind you the alarm doesn't recognize two of our doors because they haven't been working in at least 6 months. I'd say it was close to two minutes until I was able to disarm the siren. Our alarm has gone off in the past but due to my error....letting the dogs out and forgetting to turn off the alarm. So I wait for the call last night and nothing. No call. So what do I do? I call Safe Home to ask why my alarm went off and why they didn't call me? They couldn't tell me why my alarm went off and made the excuse that I turned the alarm off a few seconds before it would prompt them to call. Very odd because they have always called within 30 seconds of my alarm going off in the past. So I call Jamie P[redacted] at 2:45am in the morning to advise what had happened and that I hoped I would hear from him. No call from Jamie P[redacted] at Safe Home Security today and no service call as he promised. I called him again when I got home from work (so that's two calls to Jamie and another to Safe Home so far) and I left yet another message.

Review: We have had them for 5 years and the only time we saw a technician was when they installed it. Recently, we had concerns about the unit beeping, which turned out to be the back up battery. They were charging us $45 to replace it or sign up another 5 years and they will give it for free. We declined of course. We then thought to check and see if the unit is even working at all so we let it go off intentionally 5 times. We did not receive a single phone call from any associate so we called them. They scheduled for the unit to be checked on 3/19/2014 - the first maintenance visit we called for in 5 years. They had it scheduled for 9-1. My husband stayed home waiting. When they called to say they were gonna be late, we missed the call but called them back. When we got hold of them, they said they won't be able to make it at all and that from their side, our system was working and they wanted us to "trip" the system ourselves (basically do their job for them, which was why we called in the first place). Later that evening, we called them again and voiced our frustration that they cancelled the first visit we requested in 5 years. We told them we really think the alarm isn't working but they insisted it was and that if we wanted to check, the alarm has to go off 15 seconds before they call or have the police dispatched. We let the alarm go off for 30 sec and we did not get a call from them so we called them back. They still insisted that the system is working and that police have been dispatched. Thirty minutes later, there was still no phone call to check on us and there was no police dispatched to our home. We called them back and the only answer they could give was "I don't know what to do if the police don't show up at your home." So we have been basically paying $35 for the past 5 years for a useless unit.Desired Settlement: Full refund of the years they did not come out to check on whether the unit was working when they should have been checking it annually. Nobody even initiated/ called to offer this service.

Business

Response:

WE HAVE SPOKEN TO THE CUSTOMER AND OFFERED TO GIVE THEM 8 MONTHS FREE AND FIX THE SYSTEM AND FLIP THERE MONITORING TO RAPPID RESPONSE.

IN THE AGREEMENT IT STATES THAT THE CUSTOMER MUST CALL AND HAVE SYSTEM TESTED ONCE A MONTH THE CUSTOMER NEVER DID THIS.

THE CUSTOMER IS BEING UNREASONABLE, THIS ACCOUNT WILL NOT BE CANCELED.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the phone agreement is to cancel the contract at end of term in August and that monitoring services are to be provided for free from April to August. We were amenable to that arrangement. The last line of the business response states they are not cancelling it. It is ambiguous. We just want it cancelled in August (end of contract) per our phone agreement.

Sincerely,

Business

Response:

I BELIEVE WAS SOME CONFUSSION. THIS ACCOUNT WILL BE CANCELLED IN AUGUST WITH NO PENALTY UNLESS CUSTOMER WISHES TO CONTINUE. IT IS ENTIRELY UP TO THE CUSTOMER WETHER THEY WISH TO CONTINUE WITH US. WE ARE PROVIDING FREE MONITORING UNTIL THAT TIME

Consumer

Response:

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

Sincerely,

Review: On August 31, I signed a 5-year contract with Safe Home SecurityOn June 5, I was contacted by a company representative who informed me that I needed to sign a new contract and that my system would be upgradedOne 6/17/a technician arrived to preform the upgrade and said that my control box was faultyHe disconnected my system and told me someone would be in touch to finish the repairNo one contacted meBetween 6/17/and 7/14/I called times for service but I only got assurances but no repairWhen I called on 7/29/I was told that they were sending me a new control box and to call them when it arrived and then they would set up an appointment to install itAfter waiting weeks with no delivery, I called to cancel my contractI was told to fax a cancellation notice which I did on August 14, (The box arrived the next day and returned on 8/18/15)On Sept5th, Safe Home Security withdrew another monthly feeWhen I called I was told that my contract was not cancelled because of a 60-day cancellation clause and I was under contract for another yearI have called the Contract Resolution Department timesNo one returns my callsThis company dealt with me in bad faithAt the time of my 60-day period my system was not working and Home Safe Security failed to provide me with the services and protection guaranteed me in this contractBy delaying repairs, they were assured of another year of fees and my protection was not a priorityAfter having no home security for months, I was forced to sign with another companyEven though I feel that I am due reimbursement for the past months of no service, I just want out of this contractThank youDesired Settlement: Relief from this contract
Business
Response:
Safe Home Security has agreed to cancel this account without penalty
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 contingent to no further bank withdrawals
Sincerely,

Review: They refused to come out and fix the security box will not set to keep my home safe, They claim that I have back bill there no way I have an back bill there no way I own them an penny, The first time I call back in 2011 They told me there an charge for them sending some one on security tip they also said there were two different times some one came out, I call them to let them no forgot to unset the alarm in my backdoor, then they told me there were charges for having an alarm in the city of [redacted], I went to the police dep they never heard of an paper your are to have for alarm, so it has been an very hard for me I am living by my self and my security don't work at all, they are very hard to talk too about all of these lies they only want money that I don't own them I have an checking account there money come right out of it ever month, know thee saying it back own payments that I miss, I never miss an payment it come out my account every month, there lie and make up moneys own to then for different reason like the paper you need d=fro [redacted] police and charging you for someone to see if your home was broken into I thought that's why you have an security on your home, whitch I have call them every time I forgot to push the system off, also my sister was with me both time when I csll and told then that it was me, then they come up with back bill please helpDesired Settlement: I would like the months back were my security didn't work and get out of there contract never will I used there service again and that would be 6 months 39.00 at 234. I need then to closed out my contract and give me my money back for lies they made up

Business

Response:

Certain States and Towns require alarm permits. In this case the customer was charged for the permit. We have credited out all permit fees as well as any unessecary late and finance and teh customer is now all caught up. She may continue to pay through the remainder of the contract or she may pay a buyout of $400 to close the account. If she needs service she should call us at ###-###-#### to schedule service.

Review: My 3 year contract ended with Safe Home Security on June 27,2014. I followed the instructions on how to not renew my service. I sent in a cancellation letter on May 19, 2014 which they received and sent a letter on May 21, 2014 acknowledging they received the letter of cancellation. Since my contract ended and I fulfilled my 36 payments of $37.99 Safe Home Security withdrew a 37th payment out of my checking account on July 7, 2014. On July 7, 2014 I contacted [redacted] at Safe Home Security and he confirmed there was an error on there part and I would get a refund of $37.99 by check in the mail. [redacted] did mention that it would take 4-6 weeks because they only process refunds once a month. I was not happy with that since I did not authorize them to take the money out in the first place but settled for it in the end. Today July 14, 2014 I received a call from a [redacted] at Safe Home Security to follow up on why I wanted to cancel my service. I let [redacted] know I did everything I was suppose to and I should be receiving my refund. I also made him aware that I didn't want the company contacting any further. [redacted] was harassing me and at the end told me I was not receiving a refund of my 37th payment that [redacted] was wrong. Then I told him I want my refund. Then I called back and talked to a [redacted] at Safe Home Security. [redacted] first heard me out since I asked to talk to [redacted]'s manager. [redacted] asked to call me back while he researches and I told him that I would hold. [redacted] did get back on the line and tried to tell me that my contract ends July 27,2014. I made him aware that I have all my paperwork (contract, letter of cancellation, and all calls I made logged) and my contract shows June 27, 2014 (36 months). He then asked if I got one month free I told him no and he did confirm 37 payments out of my account. Then when I asked him to confirm my refund he said he can't see anything on my file anymore and was willing to transfer me to [redacted]'s boss and wanted nothing to do with me anymore.Desired Settlement: I want the refund that I was told I would receive of $37.99. I also do not authorize any further payments taken out of my checking account. I did not sign a 37 month contract only 36 months. If all my documentation is needed I can provide all contract, letter of not renewing (cancellation), letter I received showing they received my cancellation letter and phone logs. I have fulfilled my contract and was a good paying customer and followed all the steps to not renew my contract.

Business

Response:

Check #39150 in the amount of $37.99 was sent in the mail on 7-18-14.

Review: Safe home sold me a system over 5 years ago. The system failed about 2 years ago even after an attempt by their technician to fix it. Based on the system failure and their failure to properly repair it, I stopped paying the monthly monitoring fee. Safe home continued to charge me for service. About a year ago, I spoke with their customer service manager and he promised to provide a new motherboard and six months of free service. They stopped billing me but despite several efforts to schedule service, the new mother board was never installed. After six months they began charging me again. Now my credit report is damaged and I have no security service. Safe home claims I renewed my contract but I had no intention to do so. I do not trust them and want them to drop the balance and report to the credit reporting agencies that I was never late.Desired Settlement: Elimination of balance owed, correction to credit report indicating I was never late.

Business

Response:

SPOKE TO MR [redacted] HE AGREED TO LET ME REPLACE HIS PANEL AND CREDIT HIM HIS BALANCE HE AGREED IF IT WAS ALL DONE TO HIS SATISFACTION THAT HE WOULD RE SIGN WITH US AND PUT THIS MATTER BEHIND US

Salvatore C[redacted]

Resolutions Department Manager

Safe Home Security

[redacted], CT. [redacted] ###-###-####

mailto:[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It does not make clear that Safe Home will also inform the credit reporting agencies that the delinquent payments reported by Safe Home are not valid. I f this is done, I will accept.

Sincerely,

Business

Response:

AS PER OUR CONVERSATION I WOULD UPGRADE THE SYSTEM AND GIVE HIM NEW PANEL AT NO COST ALONG WITH WIPING OUT HIS EXISTING BALANCE ALSO I WILL SEND AN E [redacted] REPORT WHICH WILL REPAIR ANY CREDIT ISSUES THAT WE MAY HAVE CAUSED, I WILL SEND A TECH TO GO THRU THE SYSTEM TOP TO BOTTOM TO MAKE SURE WHAT WAS PROMISED HIM IN THE PAST IS DONE NOW TO HIS SATISFACTION AND REPAIR HIS CREDIT ALONG WITH PERSONALLY HANDLING HIS ACCT. HE CAN CONTACT ME PERSONALLY AT EXT [redacted]

Salvatore C[redacted]

Resolutions Department Manager

Safe Home Security

[redacted], CT. [redacted] ###-###-####

mailto:[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because I want to make clear the conditions I agreed to accept to drop the complaint; which have yet to be satisfied, thus I wish to keep the complaint open until the following conditions are met: 1) that Safe Home correct the erroneous information reported to the credit bureaus that shows I owe safe home over $700 and that there is a history of late payments they have reported for over a year. 2) that Safe Home cease to claim that they have a valid contract with me for any good or service since they breached any contract with me when they failed to maintain the system as promised or provide any service since the system failed. If these conditions are met I will drop this complaint and would be willing to discuss a new relationship with safe home under new conditions such as safe home repairing my system at no charge and free monitoring for six months in exchange for my entering into a new monitoring agreement.

Sincerely,

Review: Had [redacted] security system and was sent a letter that Safe Home Security, Inc has bought [redacted] and that they would be servicing my security. I had many issues with this company trying to get a sensor fixed on my door. I made numerous calls to Safe Home in regards to getting this fixed. After those calls They contacted me and said it was best that I pay $10.00 extra for service so I signed a paper for that I thought was only to cover the service. They are telling me that I signed a contract and it was in effect through 2017. I was not told at this time of any change in contract. I am 70 yrs old and have a liver and lung disease and I do not need this aggrevation. I feel like at my age I was mislead and was lied to numerous times trying to get my sensor fixed.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

To have this contract voided.

Business

Response:

Contact Name and Title: [redacted] Manager

Contact Phone: ###-###-####

Contact Email: [redacted]@safehomesecurityinc.com

The agreement in question is a valid agreement with full explanation in its contents of what it entails, there is no intent to deceive. Due to the issues with service in the clients area the client was issues 3 months of free service to bring her up to date to put our best foot forward. We now have reliable service in the clients area which solves any service issues in the future. The refund of past due payments has been issued, and the agreement will stay valid until 2017 per what was signed for.

Consumer

Response:

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I due not accept this due to I was not given the truth on this contract. I was told I was only signing for the service agreement which was a waste of my money. I tried from Sept,2012 to June of 2013 to get my sensor repaired which was not repaired by this company. I elect not to due business with this company because I have been lied too. The manager called me after he was contacted by Revdex.com and I was told that we could have solved this if we had not went through the Revdex.com. this company has had numerous complaints on the poor service and I do not want any dealings with them at all. If there is a service rep in this area why did it take contacting Revdex.com to get one here. I was offered one free month in May because I called to get my sensor fixed which was not fixed and he told me he would take care of May because I was not contacted by service rep. I was not offered anything else until Revdex.com was .contacted. Therefor I elected to do not business with this company and I hope we can solve this without contacting legal advice

Business

Response:

After reviewing clients current and previous agreement, to put our best foot forward have decided to honor the previous agreement, since the current agreement that covered for a warranty didn't meet the needs of the client. The previous agreement has clients term ending October 2013, which means the account will be cancelled at the end of September2013. If any questions or would like to view the previous agreement please call, ###-###-#### Ext. [redacted] for [redacted].

Consumer

Response:

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

Sincerely,

Review: You people help me about a moth ago with this business and with your help they canceled the contract between them and me. Now I need your help to get the money they owe me. They where taking $44.99 dollars out of my checking account from July of 2014 to December 2015 which totals 269.94. I have spoken to a couple of people at Safe Home and all they say is they well look into it and get back to, they have never gotten back to me. I really need the money, I am on social security and have limited funds. I only hope you folks can help me. Thank you [redacted]Desired Settlement: To return the money that they took out of my account $269.94

Business

Response:

The account was canceled, as a courtesy to the customer. The equipment was installed at no up front cost to the customer, who was monitored for the months since it was installed, until the account was cancelled. We will agree to reimburse the customer any and all monies paid, if and when the equipment is returned to: Safe Home Security Inc [redacted]

Review: In February 2013 a representative from [redacted] stopped at the house and offered to change our system from [redacted] to [redacted] at no cost. He said the monitoring rate would NEVER increase and that a two year commitment was required. The [redacted] system was simply taken over. No new equipment was installed. Although I should have reviewed the contract more thoroughly, I realize now I signed a 60 month contract. It is also on the contract that the rate will not go up for the length of the contract which is not what the representative, a Mr. [redacted], said.In November 2014, the keypad to arm/disarm the system began to malfunction. I called them for service on 11/19, 11/21, 11/24 and 12/3/14 requesting service to repair/replace the keypad. Each call I was assured someone would return my call. The last two calls I told them if no one called I would return to [redacted].12/12/14 called [redacted] and 12/13 [redacted] installed a new system.12/16/14 Attempted to contact Safe Home to cancel service. Spoke with someone named Jefferies and was told to contact Commecia (sp?)at ext 1133. I called 3 times leaving a message twice, but have never received a call back from her as of 3/25/15.Only after I disputed the charge in January 2015 did anyone contact me. 2/10 a tech "returned my call." I got an "annual" request for info which had not been sent before. I got a letter saying I was under contract until 2018. At that point I reviewed the contract and began trying to file a complaint with the Revdex.com.Desired Settlement: I would like the contract terminated and no charge after the December monitoring charge including the disputed charges in 2015.

Business

Response:

Customer is in contract until February of 2018. Customer must cancel with [redacted] and contact Customer Service Manager [redacted] at [redacted] xt [redacted]. At that point we will be happy to assist the customer with getting the customer reinstalled with a working panel.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business posted a demand letter and failed to respond in any way to the complaints made. First - the dishonest conduct of the sales person. Second - the total lack of service when service was needed. A letter of cancellation for cause was sent and ignored by this business. Business ignores everything that would constitute customer service. All of this could have been avoided with even the tiniest bit of customer service from the business. The system supposedly monitored by the business was installed by [redacted]. The business only provided a yard sign and took over monitoring. That [redacted] system has been removed so one wonders what the business is monitoring or why it should receive payment for it.

Sincerely,

Business

Response:

We apologize that there was trouble servicing the client. The reason for the service call was the customer claimed to have difficulty with the buttons on their keypad, making it difficult to arm the system. All of our signals indicate the alarm was still functioning properly and we see no trouble signals coming from the alarm during that time period. The customer ultimately canceled the service call due to switching to [redacted]. We would be more than willing to reinstall our system with a new keypad, and credit the customer for the inconvenience.

Review: We signed a service contract over 3 years ago and that contract was not renewed. The contract was for 3 years. The service is for a phone line and service for security call out in the event of break-in. The contract states it renews automatically and for us the terminate it, we must notify the company 60 days in advance. We notified them March 16th and requested termination of services. We requested their intent on when they will terminate services. They will not respond to this request to terminate services, or when they will terminate services, and most important, when the last charge will be made to our account. They tried to get us to renew services with a new 3 year contract last year and I declined because I knew we were selling our home. The house was sold and we move out May 15th. Safe Home Security has been informed of this and they still will not respond with termination of services.Desired Settlement: We request termination of services immediately since we are moving out of the [redacted] and cannot respond to issues with emergency call out from the service. We are agreeable to paying for one more debit to account in April but the legality of a contract renewing automatically is questionable. To help move this along, we agree to pay for one more month.We do not know if there are actions we need to take to terminate services. Maybe we have to mail them the modem? We don't know.

Business

Response:

This will confirm the account has been canceled, with no further obligation. No further action is necessary, and the equipment does not need to be returned.

Thank you for your patronage and good luck in your furture endeavour.

Consumer

Response:

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

Sincerely,

I got an alarm system back in august of 2014. [redacted] of [redacted] went to install the system which he never completed. The monitoring system was never hooked up to the phone line and is still like that today. I restucco my home and he had stated to me that he would go rewire the cameras. I took off of work about 4 times to wait for him and he never showed up. [redacted]inally show up rewired the cameras but did not hook up to the DVR because it was raining. He went back again and hooked it up and it shorted the DVR and the cameras. After he blamed the short on my electrical, he said that the cameras and DVR were under warranty and that he would go back and replace them. Well I waited for about a month and he never called I called him and never answered. I called Safe Home Security to schedule an appointment, after talking to someone who was very rude and unprofessional, I schedule an appointment which I took off of work again they never showed up. I called and they said that the appointment was canceled, with no notification, and that I had to contact [redacted]. If you have any suggestions on what I can do please let me know. I am currently in the process of filing a civil complaint through my locate magistrate court on both companies.

Horrible customer service. Very unprofessional. Renews contract without consumer authorization. I would not recommend anyone to use their service.

I do NOT recommend Safe Home Security. I did not sign up with this company. Safe Home Security bought out the company I signed up with. I called to have service stopped in April 2015 because our house was under construction and the security system was disconnected. At NO time was I told that I needed to send in a letter. Safe Home Security stopped monitoring us but continued to charge us. Then even though I overpaid for service I asked to be discontinued, Safe Home reported us to two credit agencies and ruined my credit. Let me repeat, I overpaid and was reported to the credit agencies. Now they won't correct their mistake.

Review: I allowed this company to install a security system into my home. However, the system consistently said low batter, would go off randomly, and seemed to have major issues. I contacted the company only to be transferred to several different companies, calls, representatives, and long wait times which resulted to no resolve. After months of not being able to contact anyone to resolve this faulty issue, payment was stopped. I then received a bill for 400 dollars stating this was the cost for 2-3 months worth of service that I never truly received. I attempted to call this company time and time again. A month ago, I had several break ins and the system did not work. I am constantly being sent bills and one representative mailed me a contract saying I was locked in for 5 years and would need 2500 to dissolve the contract. I have currently made arrangements to have a new system installed and simply want out of this bogus fraudulent contract and company. I had over 5000 worth of damage and stolen goods taken from me and this system did absolutely nothing. I need help to get this equipment and contract out of my home and this bill voided because this is a scam. The representative never said I would be locked into a contract and that the equipment would work when it didn't. The sensors have completely fallen off of my doors. This has been the most horrific experience from the customer service to the installation to the billing.Desired Settlement: Termination of contract and bill due to violation of fraudulent contract and misrepresentation

Business

Response:

Customer signed a 3 year agreement in 2013. There has never been a service ticket set on this account. The customer has 2 options, pay back balance and we will service or pay 90% buyout to close.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I contacted the office several times. I am willing to go to court with this because I refuse to pay for services I never received. I have a police report that also indicates a faulty alarm system. I refuse to pay a dime to this company. A service ticket was never generated because I could never speak to a live service representative. I left several messages and none of them were returned. I have tons of emails sent to me reflecting door tampers and low battery. I will not pay for this and the contract has already been broken when my house was burglarized and they didn't do anything. I am having a new system installed that will protect my family and I.

Sincerely,

Business

Response:

Please see original response. Contract will be enforced. We have live reps available 24 hours a day.