Safe Home Security, Inc.

Review: On or about June 2014, I contacted company regarding continual beeping sound of front door sensor. I made telephone contact with company employee, [redacted]. According to Mr. [redacted], the battery of the front door sensor needed to be replaced. During my inquire, I notified Mr. [redacted] that the key-less entry remotes were not functioning, which he stated could be replaced with new ones. The battery and the key-less entry remotes would be mailed, and Mr. [redacted] would provide over the phone assistance to install the battery and active the new remotes. There were no issues with installation; the battery was installed and the new key-less entry remotes activated.

About several weeks after the installation, I estimate about 3 to 4 weeks, Mr. [redacted] called me and left a message on my voice mail indicating the old key-less entry remotes needed to be returned or I'd be billed. At no point prior to this phone call did Mr. [redacted] indicate the old key-less entry remotes needed to be returned. Therefore, after the new key-less entry remotes were activated, I discarded the old ones, since I had no use for them. I then get billed $243.99 for the old key-less remotes. This greatly upset me, since I was not initially informed by Mr. [redacted] about having to return the old key-less entry remotes or that I'd be billed if they were not returned. Rather, Mr. [redacted] notified me several weeks, after the fact.

When I called and spoke with Mr. [redacted] about my discontent, he told me that I had to pay for the old key-less remotes, because they had to be returned. When I advised Mr. [redacted] that I had discarded them, since I did not have any use for them, and he had failed to notify me about returning them or I'd be billed, he blamed me, since I "was hard to get on the phone." His unethical response and unethical business practice cost me $243.99,which I did not appreciate. Mr. [redacted] informed me that in order to be refunded, I needed to return the new key-less entry remotes.

When I asked to speak to his immediate supervisor, I advised his supervisor was [redacted], extension #[redacted]. When I spoke with Mr. [redacted] on or about October 1, 2014, after speaking with Mr. [redacted], I explained to him my discontent with Mr. [redacted] and the fact that I was billed for key-less remotes that needed to be returned but Mr. [redacted] had failed to inform me of. Mr. [redacted] advised me that I would refunded that day (day I spoke with him, on or about October 1, 2014). I then informed Mr. [redacted] that I'd returned the key-less entry remotes, since I had no use for them anyhow.

As of November 10, 2014, Safe Home Security has failed to refund me the $243.99 that I was billed, even though Mr. [redacted] stated the refund would occur when I spoke with him on or about October 1, 2014.

On November 3, 4, and 6, 2014, I called and left Mr. [redacted] a voice mail message indicating that I'm yet to receive me refund. However, Mr. [redacted] has failed to return my phone calls, as of November 10, 2014. I was billed $243.99 on September 8, 2014, from my personal bank account.Desired Settlement: Refund of $243.99, which was promised to me by Mr. [redacted].

Business

Response:

After reviewing further I see the sales rep for [redacted] left the customer a 36 month agreement. We will honor it. The buyout total is $485.29 to cancel

Business

Response:

A refund check has been sent to our Client today in the amount of $198.00.

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.

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: 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: 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: 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 ###-###-####.

Can't get them to stop taking money from our checking account, they threaten to turn us into the credit bureau. We have done everything asked of us to cancel our contract because of lousy service & horribly untrained technicians who totally screwed up our system & left us without working smoke detectors.

Review: The Home security monitoring contractor, [redacted] Alarm, misused information provided for fraudulent account and debit card withdrawals and sold contract with false pretense. A Security monitoring agreement was forged and sold to a monitoring company Safe Home Security. A financing company, [redacted] Corp, was entrusted with payment collection without disclosing the details on the duration of the original agreement. On being found out, the contractor agreed to cancel all agreements in an attempt to get out of the agreement without disclosing the financial arrangements, which were not cancelled along with the monitoring agreement. The financing company is threatening to send for collection if the monthly payment is stopped. They demand full repayment of the amount they financed, even though they do not disclose the amount they financed. The consumer was ignorant of any financing arrangements until the contract was cancelled without disclosing the details on the financing [redacted] Alarm received. However, I have now received that information from Maria Veiga. The amount was $1799.40. It has come to my attention from the Idaho Attorney General that multiple complaints of this nature have been filed against Joel Jenkins and JenksCo and that charges against him for this misconduct were filed with his county of residence last year.Desired Settlement: The desired settlement should free me of all contracts/subcontracts [redacted] Alarms had made with other agencies or subsidiaries including [redacted] corp, who is demanding payment for a service which has been cancelled. The December 2013 payment was collected in spite of being served notice of cancellation of service. A refund of all extra payments collected from the time of cancellation of the original agreement is expected.

Business

Response:

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

Mr. [redacted]i’s account was terminated on 11/20/13. Now, even though the account is terminated at our central station as well, the panel is still sending a weekly test. Meaning that the equipment is still installed at the property.

I don’t know who [redacted] Alarm is and why they are billing Mr. [redacted]i $1799.40 but this shouldn’t interfere with Safe Home Security. I can submit a refund but Mr. [redacted]i must call his previous provider and reprogram everything back to their central station. If he doesn’t have another provider then he can call our service department to schedule a system removal. Once we have it in our corporate office I can submit the refund.

Consumer

Response:

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

Sincerely,

[redacted]i

p.s. The attached file is my response to the message sent to me by Revdex.com forwarding the response from Safe Home Security.

[redacted]i

Review: Company has not provided technical support for problems with security system. Calls to their monitoring office Safe Home Security - are not returned.

In April 2012 I entered into a Montoring Service Agreement with Security One for 36 months. The Agreement is for monthly charges of $35.99 deducted automatically from my checking account; The Account No with Security One is J17-0522. My understanding was that they would also provide any technical support in the event of a problem with the system. They have provided service on two occasions, but taking a minimum of two weeks to send a technician to our home. One of those calls occurred while I was away on vacation and overseas; they did not immediately respond to my emergency contact person until I called from the UK and as a result of a malfunction, we incurred $250.00 charges with the local police department for false alarms. The third and most recent situation took place in October, when I reported a malfunction of the system. Calls to their monitoring office - Safe Home System, in Cromwell CT, failed to provide any result. After three weeks, I wrote a letter to Safe Home and Security One requesting cancellation of their service, as it is apparent they do not have technicians available in our geographical area. Their response dated December 3rd indicated that I cannot cancel this Agreement until April, 2015. I did telephone their Customer Resolution Department in Cromwell and after a lengthy conversation, their representative Collin Williams, said he would communicate with their dispatch department to have someone contact me regarding scheduling a technician. That was December 12th. Since then I have followed up with phone calls on December 19th, January 2nd and January 6th (2 calls);I do speak with someone and am always told someone will call me back, but that does not happen and I have never received a call from a technician to schedule an appointment. The last call on January 6th I was told that my case was being reviewed with a Supervisor who would call me back that same day. Still no response as of January 14th.Desired Settlement: I would like to cancel the Agreement and contract with a local company who haved technicians available when needed.

Business

Response:

[redacted]

Review: On 5/15/2013 I called company to have our service moved to new address. Appointment was made for 5/22/13. On 5/22/13 my wife took off work for new service to be installed. No one showed up and when she called, she was told her an error had been made and he would try to reschedule appointment for 5/23 or 5/24. He said he would call back to confirm. On 5/27/13 , my wife called and told him that we would no longer have access to old address after 6/1/13. He assured her service would be moved. Bank draft stopped first part of June 2013 as no equipment and no service. Middle of June 2013 called after receiving bill for monitoring. Told him we were now at new address and no longer had access to old address. He assured me he would call back. July 2013 received bill for monitoring service. Called and was told he thought issue had been resolved. Told him we still had no service or equipment . When wife asked to speak with supervisor, was told her he could handle the issue. He stated they would ship new equipment at no charge to new address and for us to call when it arrived. August 2013 received bill for monitoring service . Wife spoke with different person and explained situation so far. She was told they would track equipment and call back. September 2013 received bill for monitoring , wife called and was told she would check on situation and call back. November 2013 received bill, wife called and was told she would be sending paperwork to us for signature and then they would send new equipment.December 2013, received what appeared to be a new contract dated November. Wife called and was told to "scratch thru" the old date and put a Dec. date. Instructed we would not sign new contract. Feb. 2014, received bill, called and was told they weren't going to do anything until we signed new contract. March 2014, received bill, called and was told we had to sign new contract which would extend time.Desired Settlement: Since the company hasn't honored their end of the deal by moving our service and this issue has continued well past a reasonable time, we would like for them to keep their equipment, dissolve the contract and stop sending bills.

Business

Response:

SPOKE TO CUSTOMER, WE ARE INSTALLING SYSTEM IN NEW HOME WITH A 3YEAR AGREEMENT AT $39.95. AND CLEARING BACK BALANCE.

Consumer

Response:

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

Sincerely,

Review: [redacted] set up an appointment to install a free security system. I did an internet search of the company. Seeing all the negative reviews but what appeared to be a good Revdex.com rating, I expressed my concerns to the salesman, [redacted] with whom I had been conversing. The installer ran over time so my system was not installed on the 21st of March but I was promised if I allowed him to come the following Monday, I would get my second month of monitoring free. I was promised a free MedicAlert type device/monitoring, and a free Carbon Monoxide Detector. When [redacted] the installer arrived, he was with a different company, Safe Home Security. I was uncomfortable because I didn't get to research this company but after [redacted] put [redacted] on the phone, we proceeded with the installation. [redacted] slipped me a contract to sign that was for 5 years but I had jotted down notes from my conversations with [redacted] and I said it was supposed to be for 3 years. He called [redacted] back and confirmed. That was strike 1. Strike 2 came when I began attempting to read the ultra fine print on the back of the contract. This disturbed me because it was ridiculously small which sent up another red flag for me. Next morning, I looked at my digital thermostat and the word "filter" was flashing so I checked to see if the filter needed changing. I discovered a filthy, obviously used carbon monoxide detector, strike 3. I began to believe the write-ups about the company not being on the up and up and realized I should have gone with my gut feeling. I sent Safe Home WRITTEN notice, overnight mail with signature required (I had 72 hours). I wrote them again (with return receipt requested) asking that they pick up their equipment & return my original equipment. They have been rude and argumentative which causes me a great deal of stress and elevates my blood pressure. I have contacted them several times to retrieve their equipment. Yesterday, April 26 I received a bill for $222.96 for monitoring for 5/1/14 to 8/1/14 based on a CANCELLED contract!Desired Settlement: I want them to stop any/all billing (includes [redacted]., [redacted], and any other company with which they are affiliated.) They can come and uninstall their system or consider us even since they did not ask for permission to take my old system. They knew at the time I initially contacted them to set up a date to retrieve their equipment that the contract had been cancelled, yet they harassed me. I want account CLOSED, a WRITTEN apology, and no negative reports in my credit file.

Business

Response:

Good afternoon Carolyn,

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

We had scheduled a system removal date but we couldn’t confirm the appointment with the customer. The customer changed her mind, wouldn’t give any other information. Just wants the system removed. We tried a removal fee and she pushed right back with legal issues. She has been informed that a rep from our Dispatch Department would call her to set up a system removal.

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the business supplied the Revdex.com with an inaccurate response. We have NEVER had a scheduled removal date. There cannot be a "scheduled" removal date unless a date/time is agreed upon by BOTH parties. I did state I changed my mind about the system and I did state I just want the system removed. I am well within my rights as a consumer to do so and I cancelled the contract within the appropiate time limit. The business did not state that I will not be charged for services I cancelled (immediately). I don't want them to just pick up the system, I want them to honor my cancellation and discontinue billing me. I WANT IN WRITING THAT I DO NOT OWE THEM ANYTHING.

Sincerely,

Business

Response:

The account can not be canceled until the equipment is removed. There is a scheduled date of May 8th to retrieve the system. The cancelation will be honored and processed, at 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.

I wasn't aware the date was scheduled (I called and left a message of two available dates the 7th or the 8th) but I'm glad to find out through the Revdex.com that they have chosen the 8th.

Part of the problem has been their lack of responsiveness. My phone records prove how many times I've contacted them. In all actuality, legally, my contract is ALREADY cancelled but I am glad someone will be coming out on the evening (5:30 p.m. or later) of May 8, 2014 to retrieve the equipment. What a headache this has been! Once I receive in writing a statement saying I don't owe them anything, I will be satisfied. Thank you so much, Revdex.com.

Sincerely,

Review: I had this company for the 3 year contract. At the end of three years, I canceled to save money. They keep sending me bills, I have

called them on numerous occasions to tell them I no longer have them as my alarm co. They don't seem to get the message. I just want them to leave me alone

and quit sending me bills telling me I am behind. I no longer have this alarm co.Desired Settlement: As stated above!

Business

Response:

I have attempted to contact the customer via the phone. Although there is no record of the company receiving a written request for cancellation as needed per agreement terms, we are prepared to close the account with no penalty if no resolution can be found.

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: We were not receiving services so we cancelled the account. They "automatically" renewed the contract and they continue charging our credit card. We do not want to pay for services we didn't receive.

We called several times, they never return our calls and they continue requesting payments.Desired Settlement: a letter acknowledging we do not owe them anything and our account has been cancelled.

Business

Response:

COMPLAINT SAYS COMPLAINT ATTACHED, BUT IT CAN NOT BE OPENED

Business

Response:

The company will close the account with no further billing due.

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: Sometime in 2009 I had Safe Home Security install a simple alarm system in my home. I was under impression my contract was for a year and rolled to a month to month after that. I went with the alarm system as I am alone & have a [redacted] & on disability & monthly cost was fair $36.99. All was well for several years, until sometime in late 2013 I realized it was not working when it was set off & no phone call came from SHS or local police. I was very ill at time and was in and out hospital so I did not ger around to calling until January 29, 2014. At this point I decided I no longer wanted the alarm system since it stopped working and no one from SHS advised me that they were not getting a signal from my alarm. I called on January 29, 2014 and first spoke with [redacted] and advised her I no longer wanted to do business with them. [redacted] transfered me to [redacted]. I explained to [redacted] that I no longer want to do business with them & that the alarm is not working and has not been for quite awhile. Instead of heading my wish, [redacted] kept me on the phone and wore me down to agree to having it fixed. Though, I explained to him due my health & just having a stem cell transplant I cannot just have people come in my house. I initally agreed to date for technician to come out, but later that evening I canceled because after my Nurse came she advised against as my White & Red blood counts were to low. When called [redacted] back I told him that I do not want to have alarm fixed I just want them stop dunning my checking account for $36.99. Shortly after all this I was admitted back into hospital for pneumonia, for over a month. I was in and out of the hospital for most of the year 2014 & never got around to calling them back, but they continued to deduct $36.99 from my checking account even though they know that my alarm is non functing.

Fastforward to now, I am still ill, and trying to sell my house as a quiet listing. Its where its not on [redacted], its just known to handlfull of qualified realators and they only bring in truly interested buyer because of my health situation. On March 31, 2015 I called SHS again as I realized I was still being dunned $36.99 and the alarm is non functioning. I first spoke with [redacted], who eventually became very rude and arrorgant. I told him that I will be moving and no longer need the alarm. and and advised him that it has not been functing for over a year. [redacted] told me I had to send a a letter/email stating I want to end my contract & that I had to pay $400+ dollars, or I send in settlement paper & the contract ends immediately with no penalty. (I have an offer, but we are not anywhere near a settlement yet, & as of today I think it is going fall thru due lack qualified financing on buyers end). [redacted] never said anything back in 2014 about letter or settlement papers. I was also floored when [redacted] told me that I had pay penalty because I was breaking my contract. I told him I was unaware of any new contract, I never resigned for new contract, I thought I was month to month like with cable company and when your done your done. [redacted] advised me that they have auto renawal each year & if I don't send letter before renewal then I 'm locked in for that year. If I want out of that contract I have pay the balance on the contract which is $406.89. I flipped and demaned to speak with Manager/Director. Initially [redacted] hesitated, but then told me he's just going to reiterate what I said, but I will transfer you to my Manager who is an actual [redacted] said he was truly [redacted]ed by the [redacted], his name was [redacted]. I was impressed that I would be talking with someome I assume was respectable and honorable. I was cutoff. I called back and was connected with [redacted]. He said he was aware of the converstion & was next person I need speak with. [redacted] was as rude as [redacted] & refused to listen to reason. Even though I have a non working system and have been paying them for a service which was never rendered, [redacted] still said I had to send email/letter & pay $406.89 in order to get out of this said contract. Or I send in the settlement paper & ends immediately, with no penalty.

There was no getting thru to them that it's unjust to demand payment for non service. I could not believe what this company does. Before I hung up, I asked [redacted] his last name for my records & he said [redacted]. I said really, I asked if he was a [redacted] & he laughed and said no . I told him what [redacted] said & he laughed and said oh he was joking. I was at lost for words at that point. How can a company play a joke on a woman who has [redacted], and treat them so poorly and continue to take money for no service. [redacted] said send the email and pay the $406.89 and contract will end. Despicable. To date they have rapped me for $2,219.40. And are demanding an additional $406.89 for non service - I have a non functing alarm but they want me to still pay for services non rendered.Desired Settlement: I want them to stop dunning my checking account effective immediately. In ideal world I should be refund $517.86 ($36.99 x 14 months) for non service as of February 2014 to March 31, 2015 which is the period of time they were advised that the alarm was no longer functing. It did not effect a call to them or the police when tripped. I choose not to have it fixed as I wanted to end all relations with them back in January 2014. But based on the vast number of complaints I have read here I see that this is standard operating procedure and a refund would not happen.

I will be satisfied with them to immediately stop dunning my account. And a letter stating that said conctract has been terminated & my account is closed and fully satisfied &

SHS will no longer deducted any monies from my checking account.

Business

Response:

The company will be cancelling this account, against contractual terms, with no further billing due.

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, providing they send this in writing. I respectfully request they send both an email and letter advising that the account is closed effective today with no money due and they will no longer deduct any money from my checking account as of today April 7, 2015.Providing they put this in writing then I will accept their response.

Sincerely,

Review: I was presented an offer to improve the level of service in exchange for a 3-year contract renewal. I signed the document in October. In December they began charging me the higher rate eventhough they had not installed the new system. In January 22, 2015 they called about getting a technician out to perform the installation. The system installed was not working and an order for a new panel had to be placed. In the meantime they continued taking the money out of my bank account for the new system. I went without service for another two months while still paying for the system. On the 10th if March they showed up with the new panel which required two separate boxes to be installed. The new system is worse than the system they replaced in that we cannot hear when the any of the doors or windows are opened and the functionality is more limited than before. I have called and left several messages with the manager since before they installed the initial panel that turned out not to work. I have yet to receive a call from any of their managers and have been paying every month since last December for the new system.Desired Settlement: I would like to come off this contract so that I can establish contact with a reliable and trustworthy company that would provide the level of service for which I am paying.

Business

Response:

Customer was upgraded to a newer panel and did not like. Then we put in another system type and they did not like the sound or volume. Tech is going back out ion the 27th to make sure things are working the way the customer wants. Any questions in Future, please contact [redacted] at [redacted], his is the Customer Service director. Account received one month free as of today.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We entered a contract on January 6, 2010, with Safe Home Security, Inc., for three (3) years. We did not have satisfactory service and had technicians out several times to fix the problem. The last time we had someone come to our home was on May 9, 2011, to service our system. His name was [redacted]. When he finished, he asked us to sign the work order--with no mention of an "extended contract" for three (3) more years.

In March of this year, 2015, we had a new company install a new security system. At that time, March 15, 2015, I wrote and asked Safe Home Security, Inc., to cancel our service. The company sent me a letter stating I could not cancel my service with them because we were still under contract until May 9, 2017. The letter stated, should we with not to renew our contract, we should have sent a written notice in 60 days prior to renewal. Our last payment of $44.95 (per month) to them was in March. We have since received a bill for $202.80 from this company.

My husband will be 82 years old in August 2015, and I am 78 years old. Isn't it illegal to extend a contract for service of this nature to senior citizens?

Thank you for your help.Desired Settlement: Cancellation of contract with no outstanding payments.

Business

Response:

Although the agreement states that the customer is with the company until May 9th of 2015, the company will close the account with no further billing due in order to help the customer.

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 am trying to discontinue my service with Safe Home Security and have been doing so for the last year. Upon losing my job in March 2014, I telephoned customer service to request disconnection and was informed that I still had a year on my contract. They offered me a couple of months of free service if I would upgrade my services without them increasing my rate, which I declined. I told the agent ([redacted]) that I simply wanted to end the service and that if I was stuck for an additional year so be it. She advised me to call back when the contracted ended if I still wanted to cancel. She phoned me a number of times over the next few months with additional offers. She left a number of messages and I spoke with her on a couple occasions. Each time I expressed my desire to simply disconnect.

After a few quiet months I was phoned by [redacted] who informed me that [redacted] was no longer with the company and that he would continue to try to meet my needs. I explained to him that [redacted] was trying to re-sell me after my request to cancel, that we were not working on a deal together. He told me that my system was in need of a new battery and he would send one out. I told him that wouldn't be necessary; we had only used the system once during the whole contract and we would be cancelling as soon as the term was over. He said he would send it anyway to make sure the system would work properly but that I should call back at the end of the term.

On June 17, 2015 I placed a call to customer service to disconnect. The agent I spoke with ([redacted]) tried to belittle me and my decision to "not protect my family." He asked me when I sent in my cancellation request. I told him that I didn't know what he was referring to, and rehashed the story of having spoken with [redacted] and [redacted] previously. He became agitated and practically laughed as he told me that I was required to make my request in writing. I didn't like his attitude and began to lose my temper in response. He continued to cut me off, yell, and threaten to wrap me into another year of service. I demanded to speak with a supervisor and he refused. I told him that I would go to the Revdex.com and he laughed. I ended the call and immediately called back. I purposely chose the wrong "option" so that I could talk to someone else and be directed to a supervisor. I was transferred to [redacted]. I explained my situation yet again and the confrontation I'd had with [redacted] tried to sell me, also. I calmly told him that I understood he had a job to do but that I had zero intention of keeping the service. He gave me an email address to send my cancellation request to and told me specifically what needed to be included. I deliberately asked him if this was all that I had to do to discontinue. He said, "Yes. This will take care of it and one of my associates will contact you to take you through the cancellation process." I immediately sent the following email:

This shall serve as my official request to cancel my service noted above. I would like the disconnection to be completed as soon as possible. I called last year upon losing my job and was informed that my service was under contract through May of this year. I was instructed to call back this year if I still wished to disconnect. I was not informed of the requirement to send in written cancellation. I understand that my original contract stated such, however after 5 years, it was not at the forefront of my mind, and good customer service would dictate that instruction would have been given rather than telling me to call back.

I have spoken with [redacted] today and been assured that this email is sufficient to proceed. I will expect contact within 7 days to confirm receipt of my request and walk through the process. Based on the 60-day request requirement, I expect to have no further bank withdrawals after August 17th.

An associate called me today, and after stating who they were, said, "What's the problem?" Again, I explained the situation. She haughtily responded that she had received my email request and that I will continue to receive service until May of 2016! I told her that I did exactly what I was told by [redacted] yesterday, and that 60 days would carry me only until August of this year. She said that the requirement is to make the request 60 days prior to the end of the term, so this would be put on file for next year because the contract had already renewed automatically. I tried to explain to her that that was not the specification in my conversation with [redacted]. She told me that he was sitting right there and I could talk to him. I told [redacted] what she had said and he said that he was sorry that he hadn't specified but that he can't do anything about policy. I told him that I would like to speak to someone above him and was told there wasn't anyone besides the president of the company. I requested he send me a copy of my original contract, which he did. My initials referenced during yesterday's phone calls and in my email appear next to the statement the, "Company agrees to provide monitoring service for a period of 60 months from the above date." The statement about automatic renewal takes place after that. I acknowledged already that I did not either properly read it or remember it being shown to me. [redacted] acknowledges contact between the company and myself over the last year, but based on his employee's notes, asserts that I was trying to change my service, work out a deal, or not return phone calls in the first place. I researched the company through the Revdex.com website and found numerous complaints listed concerning similar issues over the past few months, some in the last few days. I see no reason why the company cannot settle to my terms as they have in these other cases.Desired Settlement: I simply want my services discontinued. I have not utilized the service more than once in the 5-year contract, and have been trying for a year to cancel. I have agreed, per my email, to pay through the August payment in recognition of a 60-day notice.

Business

Response:

The company agrees to close the account against contractual obligations, with no further money due on the account.

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: This company has the worst customer service I have ever dealt with. There is never a manager available, anyone that knows how to assist with a problem, or even come out for a service call. My husband and I have called numerous for service calls and they never contact us nor show up. In the latest circumstance, a tech came out, finally, several months ago. He put in a request for a repeater to be installed as we are having ongoing issues with alarm system being defective. The repeater part has been in my den for over 3 months now and still nobody has come out to install it and resolve our ongoing issues. Myself along with my husband have to call several times a week to have a tech dispatched and we still have not had one. Today, the alarm company deducted $299.99 out of my account claiming it to be for a service call fee. Nobody has came out to service anything!! I pay for the additional warrant that covers parts, labor, and service but still got charged!!Desired Settlement: I would like my refund today of course and for my contract to be null and voiced free of charge and the equipment removed from my home.

Business

Response:

It is true that the customer has the parts and labor warranty to cover existing equipment but unfortunately it does not cover add-ons. For the inconvenience and delay of the tech not making it to her home in a timely manner we will install and add the signal repeater at no charge. We’ve contacted the customer and submitted a refund for the repeater part and also gave her 1 month of free service. We’re currently working together for a hard date and time that works best with the customer to have a service technician meet her at her home.

Christopher H[redacted]

Customer Service Manager

Safe Home Security

[redacted], CT. [redacted]

mailto:[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Chris H[redacted], the only employee that has finally been able to assist me, is still having issues getting a technician to my residence over a week later. I spoke with Chris today in reference to my refund check that was mailed out via [redacted] on 10/23/2015. I have yet to receive the check and appears to be lost in the mail without any tracking information. The business is now sending out another check via [redacted], without a tracking number, to my house. I have to wait even longer to have this issue resolved. I requested to have the check over-nighted via [redacted] or [redacted] but the department refused to do so. I am appreciative of the one free month but unhappy due to several months of non-working service and refused service calls. I now understand the terms on the repeater. I was told that part was to still be covered under the parts and labor warranty. It seems as if there guarantee issues, miscommunication, and laziness through several departments at this business. Nobody is on the same page or says the same thing.

Sincerely,

Business

Response:

On November 12, 2015 we had our technician service and fix the alarm system. The customer has since received the refund check for the signal repeater. In all the customer has received 3 months of free service for the inconvenience. Going forward if the customer has any questions or concerns they can contact Chris H[redacted] Customer Service Manager ###-###-#### or via email [redacted]

Christopher H[redacted]

Customer Service Manager

Safe Home Security

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

mailto:[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: I fulfilled every part of my 5 year contract with SHS,Inc. Now [redacted] and SHS,Inc continue to bill me even though I terminated the contract.

I signed a 5 year contract with SHS, Inc in December of 2007. I paid per the contract in installments. When the end of the 5 year contract was approaching(December 2012), I sent a letter (at the beginning of November 2012) and made several phone calls expressing my want to terminate the contract at the end of the 5 year commitment. I also wrote "Balance paid in full" on my final check. When I received a bill after the last payment, I called the customer service number and spoke with a representative. I requested to speak to a supervisor. I was put on the phone with [redacted] He looked up my paperwork and read my letter back to me. He asked that I send a copy of the check to him along with a copy of my termination letter. He said my contract would be properly terminated with those copies - he just needed them on record because he couldn't locate them, even though he had read the letter back to me and they had already cashed the check. I resent the letter with a copy of the cancelled check to their office by registered mail. I got the signature back from the post office that someone there had signed for it. However, I got another notice weeks later that stated that I still had a year left on my contract - WHICH I DO NOT. Safe Home Security is still billing me. They are now calling my neighbor whose number was only authorized as a number to call in case of an emergency. Todd Schwartz has not returned my call and has not resolved this as he said he would. I did everything that I was obliged to do as part of my contract and now they are threatening to report my account as passed [redacted] to the credit bureaus when I have fulfilled the legal contract with them and they have refused to terminate this contract. Desired Settlement: I want my contract terminated with SHS, Inc. as of December 2012. I want the fact that SHS, Inc. has terminated the contract with me to be in writing and mailed to me. I want the letter to state that my account with them has been fulfilled and my credit is in good standing. I also want it to be stated that SHS, Inc. will not pursue any further billing, any attempts to restart a new contract and will not contact myself or my neighbors in regards to past, present or future business.

Business

Response:

Business Response /* (1000, 8, 2013/05/15) */

we have contacted customer and we discussed a solution. We were told by customer that we would be contacted back with a decision. We have yet to hear back. We are working towards a resolution

Review: Last Thursday, August 1, 2013 I received a call from "[redacted]" from Safe Home Security, a company I have utilized since 2004. The call was regarding the non-payment of my bill regarding the alarm system on my rental property in Hartford. This account has been maintained with a direct withdrawal payment for the last 9 years, according to "[redacted]" I have not paid my bill since January 2013. I explained that I have direct withdrawal and this was the first time I have heard about this problem, he said it was in collections and my credit would be in trouble. I explained that I have not received any written notification regarding this lapse, they have my mailing address, my primary residence is also connected to that company. I told him that I wanted to speak to his manager, he took my information and I have not received a call since 8/1/13. I called back on 8/5/13, 8/6/13, 8/7/13 and 8/8/13 leaving unreturned messages for [redacted] Christenson the manager. During that time I received 4 calls from XXX-XXX-XXXX with no response when I answered the phone. I called twice on 8/9/13 leaving messages for [redacted] clearly stating that I would be contacting the Revdex.com and I wanted to resolve this issue as soon as possible. I have not received a call from this business. Safe Home Security's staff has been unresponsive and downright dismissive in their attitude towards a long serving and paying costumer.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Safe Home Security to address their disjointed system of communication, all collections attempts should be by phone or certified letters to the primary. I want them to address my concerns with the credit agencies and I will pay what I owe for the services they provided. I will not pay a late fee, I have proof that my checking account has never carried a zero balance in the last 2 years which means they have had the ability to collect the money owed.

Business

Response:

Business Response /* (1000, 5, 2013/08/16) */

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

The issue is resolved, the customer paid the back balance on the account.