Safe Home Security, Inc.

Review: Safe Home Security we moved from the home we were living in Nov 2012 informed them of this. We asked them to stop monitoring property to this day they are still monitoring and charging us and we haven't lived there for two years. Have had numerous conversations With them.They are unwilling to stop signals until 2No Which makes no sense We do not understand why they think they need to monitor this house when we don'tDesired Settlement: They stop charging for monitoring from Nov 2012 and stop calling us .

Business

Response:

The customer signed a 36 month contract for monitoring in 2011. When you move you have 2 options. The first would be to move the system to your new home. The second is to pay a 90% buyout on the remainder of teh agreement. The customer is being billed because they have a financial obligation remaining on this contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I understand that they think I still have a contract with them. The man that switched to SafeHome was fully aware that we were moving in a few months and he pursued us to switch on the fact that we could move it if we were happy. I don't believe anything was said that this was a three year contract.I believe it is unreasonable for them to think people's lives don't change. Moving the system was not an option for us do to the lousy service for the year we had them. Every time there was a false alarm that would go off and we called the company no one seemed to know who was monitoring it. It is unreasonable for them not to give some leeway and it makes no sense to me. The only thing they put in was their monitoring panel and nothing else. They really haven't lost a thing because we have more than paid for that.

Sincerely,

Business

Response:

Please see the contract with the terms. We are not cancelling.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I feel that the person miss represented himself with the terms of the contract. He made is seem that there was not going to be a problem when we moved. This contract does not protect the consumer in anyway as does not mention anyway the consumer can get out of contract if they don't service or even know who is monitoring your service when you call. This contract is a way for the company to make money. In no way does it say anything about the quality of service provided and if you are unhappy with them. In any business they should be willing to come to some kind of solution.

Sincerely,

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: They called us and told us we won free home alarm security system installation the only thing we had to do was keep it active for a year and tell people about them. Three years later we tried cancelling the monitoring and they tell us we can't because we have a five year contract. They refused to let me out of my contract. The alarm will go off and they don't call or even send out the police. Our fire alarm went off and nothing. We have came home with the alarm blaring and nothing from these people. They won't let me out of a contract that I wasn't even in on an account that they aren't even monitoring.Desired Settlement: I want out of the "contract" that's it,

Business

Response:

The customer signed a 5 year contract in 2011. I have attached a copy of it for review. They may pay 90% to term to buy out or pay the back balance and honor the remainder monthly or quarterly. In terms of service there has never been a call into us indicating the system is not working. If that is the case call us at ###-###-#### and set up a service call.

Review: I HAVE HAD SERVICE WITH THIS COMPANY FOR NUMEROUS YEARS AND NO I AM LOOKING TO CANCEL MY SERVICE. I CONTACTED THE COMPANY AND THEY ADVISED ME THAT I AM LOCKED INTO A 3 YEAR CONTRACT. I SPOKE WITH THE RESOLUTION MANAGER [redacted] WHO I ADVISED I WAS NOT AWARE OF A NEW CONTRACT. I EXPLAINED TO [redacted] THAT I RECIEVED PAPERWORK FROM THE COMPANY STATING THEY WERE SWITCHING COMPANY NAMES FROM [redacted] SECURITY TO SAFE HOME SECURITY AND THEY NEEDED MY UPDATED CONTACT INFORMATION. I PROVIDED AND SIGNED THE PAPERWORK AND RETURNED IT. I WAS ADVISED THIS WAS A NEW CONTRACT FOR 3 YEARS WHEN I SPOKE WITH [redacted] STATED HE WAS GOING TO CHECK THE CALL RECORDS FROM THEIR SERVICE ADVISOR TO MAKE SURE I WAS MADE AWARE OF THE NEW CONTRACT. A FEW DAYS LATER [redacted] CALLED ME BACK AND STSTED THERE WERE NO PHONE CALLS MADE FROM THEM TO ME OR FROM ME TO THEM AND THIS SHOULD NOT HAVE HAPPENED I SHOULD HAVE RECIEVED A CALL FROM THE COMPANY ADVISING ME OF THE NEW CONTRACT. I ASKED HIM IF I WAS THEN DECIEVED BY THE COMPANY AND HE RESPONDED THAT I SHOULD HAVE BEEN MADE AWARE OF THE NEW CONTRACT. [redacted] NOW TELLS ME THAT I AM LOCKED INTO A CONTRACT UNTIL DECEMBER OF 2015, AFTE RHE EXPLAINS THAT THE FL LAW STATES THAT AFTER PRIMARY CONTRACT EXPIRATION THE SERVICE GOES FROM MONTH TO MONTH. I AM TRYING TO GET THIS SERVICE CANCELED DUE TO FINANICIAL REASONS.Desired Settlement: I WOULD LIKE TO HAVE MY ALARM SERVICE DISCONTINUED RIGHT AWAY AND HAVE NO FURTHER CHARGES FROM THIS COMPANY OR ANY FURTHER CONTACT FROM THIS COMPANY.

Business

Response:

THIS CUSTOMER IS IN A PRIMARY AGREEMENT AND IS GOING THRU HARD SHIP WE ARE GOING TO CREDIT HIS ACCOUNT FOR THREE MONTHS.

Avoid at all costs. We originally signed with them in 2005 at recommendation of our realtor. Actually, we had good service and the system worked fine, though it was a five year term. When the five years was up, they offered another 5 year term to lock in the rate. I was foolish enough to do this and not try to negotiate better terms. Since then, we have had ongoing issues. Recently we changed our phone service to cable provider. This caused our alarm system to no longer work. Safe Home sent a technician out to our house. He was an independent contractor and didn't seem to know what he was doing. He was not there long. He said the cable company failed to "energize" the board and this is why it was not working. He said I needed to call them to come fix this. I asked if he would do this as he could better explain it, and he told me it was against the law. He would, however follow up with me in a week or so. I called the cable company, and they came over and looked at everything. It was fine and Safe Home would need to come back. That was right before the holidays. It slipped our mind and we finally called Safe Home back after holidays. Mind you, the never did follow up as promised. We explained that we have been out of service for 3 months now (still paying) and if they cannot fix, we want to cancel. Of course we cannot cancel without paying the fine. We asked for a credit for the months without service. Nope. We asked to speak with manager. She came to phone and the situation was discussed. She said it sounds like it is an issue with digital phone system and that if that is the case, we would need to pay to have it upgraded. I replied that this would change our agreement and thus void the current contract. She did not agree. She did not want to lose us as a customer so finally agreed to talk with her manager to see if we can get credited for the months without service since we did contact them immediately. As for service, she again suggested we call our Cable company to see if they can change it back to analog. Mind you, she does not even know if this is the issue and did not offer to send out their tech. So we called cable company and they came the next day and told us they could not change the system to analog. We called the manager back, who was kind enough to give us her direct line. We reached voicemail and left detailed message and provided home phone and cell #s to reach either my wife or I. 2 days later no call back. Called again and left message. Still no call back. So, I am left with no service, paying for it. I intend to pursue all avenues. Meanwhile, my family is left unprotected. It seems the company is not the same one who installed our system in 2005. They do not care if we have service or not, just that they collect money for something they are not providing.

I have been calling this company since July 22, 2014 to get a someone to come fix my system ( which has not worked since the end of May 2014. It is Dec 5,2014 and I still have not gotten the system fixed. After calling them twice a week since July, I stopped payments Oct 21,2014. I have received two letters from them about this action and I have responded by calling them back trying to get someone to talk to me. I have yet to get a call back from anyone. This company is one of the worse I have ever had to deal with..Now they sent me a bill for $453.94 that they want me to pay and they won't even get someone to fix it, NOT going to happen. I would never recommend this company to anyone.

Review: I cancelled my service and closed the account. The company just after turned me over to collections and reported me to the credit bureau. It took months to resolve. I do have a letter dated Oct. 7, 2010 that all was resolved and the account had been cancelled. They claimed to have taken "steps to repair the erroneous reporting to all credit bureaus" and admitted they made the error. On 3/11/2011 they did it again. Took weeks to resolve. NOW again in 2015 I have watched over the past 5 months my credit score dropping and dropping. Due to a family tragedy I was not able to research the problem. Now I have and I find out once again Safe Home Security has reporting bogus information to the credit bureaus. I do not know if I can file legal actions for the stress and pain I have suffered clearing this up ever few years. I want it stopped. Please help me. I have never used the Revdex.com but hope you can help me. ThanksDesired Settlement: Send me an apology letter for once again causing me pain and stress. Correct my credit report and send me confirmation once again that you have deleted my account. NOT Cancelled "Deleted" I want nothing more to do with your company. Never again. I want this every few year problem gone for good. I have all paperwork if the President wants to call me and possibly have a meeting with me. Thanks,

Business

Response:

We spoke with the client on 1/29/2016. I informed her that we would need a copy of a credit line showing we are reporting her as derogatory. She informed me she would not pay for a credit report to substantiate this that she saw it on [redacted]. I informed her then that her only recoarse would be to submit a dispute with the bureau and they will contact us to resolve. The account itself has been closed for years, there is nothing due and I can find no information indicating a derogatory history.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I paid for a [redacted] Report when [redacted] said there was something there. There was nothing and I discussed the report with a rep at [redacted] and was directed back to [redacted] which I rec'd not help from. My credit score continue to decline. I went on [redacted] and there is was. I had been check with them also. It just popped up out of the blue. I did fax Doug H[redacted] a copy of that report. I do not feel I should pay for another report. I did make a complaint with [redacted] did say it was listed so I filed the complaint. I also sent Doug H[redacted] at Safe Home Security the two letters that reps (their pre legal) dept at Safe Home sent me the last two time it popped up on my credit report. The account was closed 10/7/2010. Paid in full. The contract was paid in full to cancel early. They are right it is an old account and no reason for this, but it has popped up twice. Once in 2011 and now in 2016. I do not understand either. Please have them remove it off my report. It should not be at my expense to correct their mistake. I have already put a lot of time in this. The stress it caused me in 2011 was terrible and I thought the issue was closed to be dealing with the same company and the same problem again. I need this resolved this time. I need Safe Home to just delete the account and all my information out of their system to avoid going thru this again and again. I am at work now and do not have the letters that I sent Doug H[redacted] but if they are needed I can send tomorrow. Please let me know. Thanks for your help.

Sincerely,

Business

Response:

[redacted],

The letters you sent simply say the account is closed and paid, we agree. I told you that yesterday. I recieved a 10 page fax, none of which helps us. I need to see the tradeline on a [redacted] credit report showing me that we are reporting you delinquent. That was not included with your fax. Otherwise if you disputed already with [redacted] as I advised there is nothing further to do at this point.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I will call [redacted] Monday but [redacted] said that information came from [redacted]. I will get you the report again at my expense.

Sincerely,

Review: The property which this company service was being sold. I contacted the company by phone and informed them of stopping the service and to remove their equipment May of 2014, I was told that they do not remove equipment but I would have to send a 90 day letter even though I had not signed the renewed contract. I sent the letter stopping service as the last day of September 2014. However, the company continued to draw from my account for the next 5 months until I had the bank put a stop to their draw. I tried contracting them from my over seas home but no luck. I have now received a bill for more services reaching into September of this year. All services where cut off to the unit in September of 2014 so there would no way they could have monitored any thing but it seems they do not even to check to see if the systems are up and running. They just want to get your money.Desired Settlement: I would like the item settled and if possible a refund of my 5 months

Business

Response:

Customer signed a 5 year renewal contract in 2012. We will release them as of the day of the sale but they must provide us closing documents.

Review: I was sold a home security system that included monitoring by Safe Home Security [redacted] January 2012. I stopped receiving bills in October 2012 and tried to contact the company to find out why. I could not contact the company at any of the numbers given to me including the number given to me for the system monitoring. In July 2013 Safeguard America started billing me for the monitoring which was the first time I'd heard this name. My home no longer had their equipment in it as I had removed it in January 2013. Had they been monitoring it they would have known. I again tried all of the numbers available under all of the names listed above with no answer. I've left numerous messages with my name and number but have not been contacted by anyone. The latest bill is dated January 25, 2014 stating I owe $524.71 for services that I have not received.Desired Settlement: I want them to stop sending me invoices for something I do not owe and go away.

Business

Response:

The account has been canceld, with no balance due. Any invoices can be disregarded. We apologize for any inconvenience.

Review: My Mom (90) cancelled her monitoring system in April of 2014. According to this companies contract we had to notify them 60 days prior to cancellation. She expected a bill for 2 months and now has a delinquency on her credit as this company had charged for well over a year for a system we no longer had.Desired Settlement: Would pay the 2 months, not a penny more and the delinquency removed and NO marks against her credit report. I believe this was done purposlry because of my Mothers AGE

Business

Response:

The account has been closed, with no balance due, per the customers request.

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: [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: 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: In October we moved from our address in ** on Govt orders to [redacted]. We paid our bill through Dec and notified them of our orders and the sale of our house. Numerous emails later, giving them the orders and the bill of sale for the house, phone calls and they are still billing us. They are threatening collection and have been most unhelpful and rude in all correspondence. We received another bill yesterday with late charges and finance charges included, still being sent to our old address in ** even though they have been notified of our new address several times. I know of no other way to get their attention and perhaps get this to someone who can cancel this contact, since we no longer live at this address, in this state, or own the home. We are here on Govt orders, as stated before and this in itself warrants contact cancellation.Desired Settlement: Contract Cancellation.

Business

Response:

The contract calls for 90% early cancellation. The customer owes $300.54 to cancel.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this has NEVER been communicated to us through multiple emails, nor phone calls. Actually, your staff said contract cancellation was dependent on us providing a Bill of sale for the house, a cancellation letter and a copy of Govt orders, which we provided. Please provide a signed copy of the contract that you have and mail it to the address provided, or attach it to your response email.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this has not fixed our issue. I am attaching the latest bill with late charges and finance charges added. I am also attaching a short version of the email string, requesting to cancel this contract. Why have you continued to bill for service after receiving all required information to cancel this contract and why hasn't anyone responded to repeated requests for assistance? Revdex.com, If needed, I can also attach the letter requesting cancellation of this contact.

Review: We have a contract for *afe Home *ecurity (*H*) to monitor, maintain, and repair our [redacted] home security system. I contacted *H* in *eptember 2013, because our security system was having performance issues. I have called *H* about the issue at least 10 times over the past 3+ months and they still have not scheduled an appointment with us to test and repair our system. I've been passed around from one person to another and been treated very rudely at times. I've been promised numerous times that someone would call me back within 1 to 2 days, but that has not happened. During one call, the person I spoke with said that apparently there is no one in the *eattle area that can service our system and that is why there has been a delayed response. There are many more incidents of rude and dishonest behavior from the customer service center ([redacted]) that I needn't describe here. But to that end, we have lost our patience and trust with this company. It is obvious that we were sold a service that *H* cannot provide in a timely manner which is in breach of our contract. The gravity of the situation if further emphasized by the fact that, as long as our security system is not working properly, we feel our property and family are at risk.Desired Settlement: We would like *H* to honor our contract to have the current issue repaired at no additional cost and then to allow us to terminate our contract immediately with no early cancellation fee. It is obvious that we were sold a service that *H* cannot provide in a timely manner which is not only false advertising but a breach of our contract.

Business

Response:

We apologize that we could not reach the customer. We did contact the client back with the last call being on 12/21/13. We would be more than happy to service the customer's alarm. Right now, she simply needs batteries replaced. Changing a battery on her alarm system would not constitute as her alarm not working. We would be more than happy to ship the batteries to the client at no cost as 95% of our client change their own batteries without assistance. If the client would rather, we would be more than happy to schedule a technician to come change her batteries. We are even willing to compensate the customer for her inconvenience as it is our goal to satisfy every customer and we apologize for letting the customer down.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

*afe Home *ecurity has not return our return calls, two of which were made on 12/27/13. *afe Home *ecurity states that the problem with our system is a battery, but they have not inspected and diagnosed our system as they said they would. Numerous times that we have called to schedule an appointment since *eptember 2013, the company has promised to call right back, but no appointment has been scheduled. As stated in our original complaint, one individual that we spoke with at *afe Home *ecurity, noted that apparently there is no one locally that can service our system and that that is what is contributing to the delayed response. We note that *afe Home *ecurity has not denied this claim in its response to our complaint.

Notably, on November 21, 2013, *afe Home *ecurity sent and billed us for a $12 battery that we did not order. The shipping invoice that accompanied this battery stated that we had ordered the battery. We called and left a voicemail message for the individual, [redacted] Ortiz, who signed the invoice over two weeks ago to request a refund; she has not returned our call.

Again, if safe Home security cannot provide the service it committed to in our contract, we wish to terminate the contract immediately at no cost to us.

sincerely,

Business

Response:

We once again apologize for the frustration the customer experienced. The customer was not drafted $12.00 out of her account, she was billed. The invoice generates automatically whenever a part is sent. [redacted] did credit the batteries out and no deduction was made from the customer's credit card or checking account. she received a bill in error, and it was rectified. We apologize for the confusion over the charges. If it would satisfy the Revdex.com, I can provide a copy of the customer's billing summary to show the customer was credited for the battery charges.

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: 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: Safe Home Security continues to bill me for services that I have not requested nor signed any contract agreeing to continue doing business with them. They have sent me contracts for renewal of services which I no longer want. I have not returned their request for contract for at least two years and ask them to rescind any amounts they are trying to collect from me back to the expiration date of the last signed contract I had with them.Desired Settlement: Refund for charges not requested nor approved. Correct any adverse conditions that they caused because of this with all credit reporting agencies, if any.

Business

Response:

[redacted] entered into an agreement on January 28, 2006 for a period of 60 months. The agreement renews on a month to month basis until a letter of cancellation is received. To this day [redacted] has yet to send in a letter of cancellation. This is why the account is still active and this is why the amount due on the account has now accrued to $563.39. Safe Home Security will consider [redacted]'s Revdex.com complaint as a letter of cancellation and the amount noted above is due to close the account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My system is still under warranty. One of the sencers keeps giveing off a false alarm. I contacted company 8 months ago and have been calling them every month there after to change out this faulty sencer and can not get any one from Safe Home Security to take care of this problem. Every rep I talk to say's they will have a tech call to set up an appointment but I have yet to hear from anyone and it has been over 8 months. It's not right that the Roanoke police should have to come out on false alarms.Desired Settlement: I would like to be relieved from my contract with Safe Home Security that I could employee a more reliable company.

Business

Response:

I am very sorry that you have these issues with your alarm system. I understand that this has been going on for a long period of time. I am working very hard to get you service so that your system can be running properly. I have contacted a couple of security service companies to take care of your system and should an answer for you by the middle of this week. If your system is a problem we will fix it. If the sensor needs to be replaced we will do so. I will contact you no later than Wednesday to let you know what we will do.

Review: This summer I noticed a negative balance on my credit report from safe home security stating that I was 3 months behind. I never had a contract with them. I did however have a contract with another security company that is no longer in business. No where in the contract is any obligation to safe home listed. In August I called safe home and told them about the issue and informed them that I do not want any service with them as my contract is not with them. In this call I spoke with [redacted]. He tried to talk me into continuing service with them and sent me a Safe home contract to sign stating that if I signed the contract he would give me 6 months of monitoring free and if after 6 months I still wanted to cancel I could. But no where was that listed in the contract. Furthermore I never had a contract with them. I just called back today spoke with some lady and she put me on hold and then I guess she transferred me to someone else but all I got was the phone ringing. The reason why I contacted them again today is because I received a bill in the mail from them saying that I am late paying them for a service that I do not want and am under no contractual obligation with them to do so. I would like them to stop sending me bills. Cancel whatever account they created for me., and not post anything else on my credit report as stated previously I do not have a contract with Safe Home Security Inc and never had one with them.Desired Settlement: Cancel whatever account they have for me, not post anything on my credit report, and stop sending me bills as I do not have a contract with them and never had one with them.

Business

Response:

None of the numbers the customer was calling belong to us. This customer chose to switch to another company. The customer owes 90% of the contract to term. We will accept $400 if paid by December 20th, 2013.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,