Safe Home Security, Inc.

Review: I began service with Safe Home Security in July of 2013 and the problems with the service began soon after. On August 13th, the alarm went off for no reason and the police were dispatched. Because it was a false alarm they charged us a fee. They also charged us a fee for not having a permit for our alarm. A total bill of $275. We were never told by Security One that we needed to get a permit. False alarms continued to go off in our house, sometimes the front door alarm would go off as soon as we entered, giving us no opportunity to disarm and sometimes the alarm would go off when no one was near a door or window. After several non-returned phone calls and a blundered visit by a technician, I asked Safe Home Security to please cancel my service. No one would ever call me back. Finally, I consulted with an attorney who reviewed the agreement and realized that it did not bind me to the company. My attorney called and emailed SHS but never received a response. I finally called the main office in Connecticut and spoke with [redacted]. My attorney exchanged a few emails with her, but finally received a terse email that only said one word, "No."In an effort to put this episode behind me and settle this matter once and for all, I tendered a check on June 1, 2014, along with a letter indicating that this payment was in full and final settlement of our dispute and in consideration of the termination of my contract. That check was cashed on June 6, 2014. I consider my account with Safe Home Security fully and finally terminated.However, after yet another alarm malfunction, I realized my account was still active. I spoke with [redacted] and told him the situation. He said he would look into the matter and get back to me; however, I never heard back from him or anyone else. Once again, then, I contacted [redacted] who said she would not honor the settlement they agreed on by cashing the check.Desired Settlement: I would like confirmation on the cancellation of my account.

Business

Response:

[redacted] entered into a 36 month agreement on July 2, 2013. In addition, [redacted] also has a full parts and labor warranty included with this agreement which allows for service to be performed at no additional cost. Permits and false alarm fines vary depending on the county/city and state in which the customer resides. [redacted] owns the equipment installed at his property and is ultimately responsible to maintain its operation along with payment of any fines/fees issued by the city's police department.

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: 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 HAVE A SERCURITY SYSTEM INSTALLED IN MY BUSINESS [redacted] THE INSTALL WAS NOT CORRECT,SAFE HOME SENT A SECOND REPAIR MAN OUT HE WORK FELL APART I HAVE YET TO USE THIS SYSTEM SINCE IT WAS INSTALLED AND HAVE BEEN PAYING FOR IT FROM THE BEGINNING I HAVE INFORMED SAFE HOME THAT TWICE THEY FAILED TO GIVE ME THE SERVICE I CONTRACTED WITH THEM,THE LAST TIME THEY TOLD ME THEY WOULD NOT SEND ANYONE OUT BECAUSE MY BILL WAS TWO MONTHS BEHIND.I SPOKE WITH [redacted] AND EXPLAINED TO HIM THAT I WANT A REFUND AND THIER SYSTEM OUT HE INFORMED ME TODAY THAT MY SYSTEM WORKS AND THEY CANT DO ANYTHING FOR ME (HE HAS NEVER BEEN TO MY SHOP) I BELIEVE SAFE HOME CAN NOT HOLD THIER END OF OUR CONTRACT..

Product_Or_Service: SECURITY SYSTEM

Account_Number: [redacted] ACC#[redacted]Desired Settlement: DesiredSettlementID: Refund

CREDIT ME THE MONEY I PAID (I HAVE A SYSTEM AT MY HOUSE TOO),REMOVE THIER SYSTEM FROM MY SHOP

Business

Response:

Contact Name and Title: [redacted], VP

Contact Phone: ###-###-####,ext[redacted]

Contact Email: [redacted]@safehomesecurityinc.com

We have spoken to this customer at length and offered to repair system. the customer stopped paying in February 2013 and never called for service or complained until mis July. We see perfect signals on teh account on our end. Our offer is if the customer pays March through June, we will credit July through September and set service on the account to check the system out on site. We are not willing to cancel this contract.

Consumer

Response:

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

thier offer of repairs has been tried twice ,once when they installed the system faulty and then the second time when they tried to repair the faulty system.how can they tell me the system is ok when the company has not been out to see the problem?i can send you pictures of the problem again I am willing to meet anyone one here at 730am to show the problem but I can not stop my business during working hours to allow them to fix what they couldnt do twice.this is a case of POOR INSTALL the workmanship is no good

Business

Response:

The consumer has a contract. A reasonable offer has been made. We are not cancelling this contract and are happy to provide service upon payment of back balance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: if they agree there is a problem with the install and are willing to fix said problem how do I have a back balance on something that has not worked since install..I belivee my next step would be small claims and the ag thank you for you help

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: My complaint could also fall under a potential health/safety concerns. I have been with Security One for about three years, but when I signed with them I was under the assumption that I was signing a two (2) year contract which I had agreed to with the signing agent. Later I found out that the contract was for five (5) years. I have been having so many problems with this company, telling me that the system is working correctly, when in fact the system would be down with no signal and the company not reporting it to me. I would be arming the system and it was not secured. I have contacted them at least seven (7) times are more in the last three (3) years regarding the security of the service. This has been going on for the entire duration of the service. I cannot keep paying for a security service that I'm not getting. Some burglar could break into my home and the alarm will not send a signal to Security One for help. I just want OUT of this contract. This company is more STRESSFUL than having a PEACE OF MIND!

Product_Or_Service: 04/04/2011

Order_Number: Default #[redacted]

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I JUST WANT OUT OF THIS CONTRACT!!!! I'M SURE THERE IS A MUCH BETTER SECURITY COMPANY OUT THERE THAT WILL GIVE ME PEACE OF MIND.

Business

Response:

[redacted]

Review: Sold our home in May, new owners do not want monitoring services. multiple attempts to cancel services via phone and email. They continue to bill for services and recently turned account into collections. Never able to speak to someone directly, messages not returned. Have contacted state of ** business and professional regulation to file a complaint against the company.Desired Settlement: Want account closed with no further bills and services cancelled

Business

Response:

The account was cancelled days ago. Not sure why you could not speak to someone we have a 1 800 number with a customer service department.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the 800 number is never answered by a real person. I have left numerous messages. None are returned I left another message yesterday with your collections dept and still have not heard back. Today I received another bill in the mail for 2 qtrs of services. Despite being informed 5 months ago that the home was sold, So now my bill is double. I would like proof in writing that my acct is closed and the charges have been removed.

Sincerely,

Business

Response:

The account was cancelled on 9/15, the October invoices were already mailed out. No further monies are due and this serves as your written confirmation.

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 called the company many times to come out and fix my system and they keep giving me the run around. So I told them I wanted to canceal my services and they keep arguing with me and being very rude and then they tell me I have to talk with some else about this matter and so I have to leave messes and no one ever returns my calls.

Business

Response:

After pulling all of this customers calls from our taped recording and reviewing the notes in the account, I had a senior mgr call. The first call in was to xxl due to mother being sick and customer was going to visit, the rep explained the cancellation policy and what needed to be done and explained the terms of the agreement. Customer called back again and tried to cancel again and then asked for service and was explained the cost of the service call due to no warranty on account and became upset and hung up the phone. Called in again 1-6-15 and was given our address to send cancel letter in, which she did. We have offered a free service call at this point to check the system out and customer has not confirmed a date yet. All calls were answered and we are waiting on customer at this point. [redacted]. ###-###-####

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: Entered into a 3 year contract. The system has not worked for over a year. They do not return calls. Have not resolved multiple service service calls. Never repaired service. They do NOT provide contracted service. They refuse to credit me for collected payments. They refuse to even let us buy out remaining contract.

I have submitted requests in writing and have made many telephone calls to them.

I believe they owe ME money but simply want out of contract. I have read many complaints similar to mine. They should be disallowed from providing service to the public.Desired Settlement: I want a refund of the past year of billed charges and an end to the contract.

Business

Response:

This account arranged a buyout payment with a representative in the customer service department. The agreement is considered fulfilled and the account has been closed.

Review: I am writing this complaint on behalf of my parents. They are 80 and 82 years old. My parents have had [redacted] as their security system for years. On May 8 My mother dropped off my father from his chemo treatments and ran to the store. A representative of Safe Home Security arrived at their door and told my father that they needed to update his system because the company had split and they were assigned to this company in the split. The technician changed something in the unit, got the credit card number from my father,got the code name, left the house, took the [redacted] sign and placed their own sign on their lawn. When my mother arrived home, my father told her what had happened. When my mother looked at the paperwork she noticed that the technician signed my mother's name. That weekend I was there for Mother's Day and heard the whole story. My brother and I contacted [redacted] and they told us that this company was scamming their customers. We changed their code with [redacted] and thought it was all taken care of.Just this week my mother accidentally set off the alarm and Safe Home called. My mother did NOT give them any information and notified the police of what had developed. An [redacted] technician came out on Saturday and changed everything back to their settings for them to be have their original security company. Now they are sending a bill for $700+. This company is scamming the elderly. My father gets very confused especially now that he has been undergoing chemotherapy.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want this company to be fined and charged with scamming the elderly, hacking into someone else's equipment, forging my mother's name and any other way they can be charged. Since the [redacted] contract was and still is in my mother's name, they should never have spoken to my father about this and signed my mother's name. And it is most definitely NOT my father's writing of my mother's name. SCAM ARTISTS AND THIEVES!

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

Contact Name and Title: Al Sheehan C.O.O.

Contact Phone: XXX-XXX-XXXX ext1102

SPOKE WITH [redacted] AND HAVE CANCELLED THIS ACCOUNT AND TOOK ACTION WITH THE DEALER. [redacted] WAS HAPPY WITH RESULTS AND THANKED ME. WE RECEIVED THIS VIA THE WEB SITE AND HANDLED IT BEFORE THE ACTUAL COMPLIANT CAME DOWN.

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.

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: 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: I originally purchased a home security system with [redacted] on a three year contract in 2007. After the three years I would be able to cancel or renew, however they ([redacted]) then sold the company to Safe Home midway through my 3 years. It was my understanding from the [redacted] people that after the initial 3 years I would be on a month to month and could cancel at any time without being penalized. Late in 2013 I began to experience financial hardships, was forced to file bankruptcy and contacted the alarm company to cancel. I was told that I was under a new contract until November of this year. I could send a written request to cancel the contract, but I would be liable for the balance of the contract. Already experiencing a financial hardship, this was not an option. I was told that if I waited until November of this year, I could call and cancel the contract. It's now November I attempted to cancel the contract and was told that I was to late, my contract had already been renewed for an additional year, with out my consent and there was nothing I could do until next year. They are quoting a "copy" of my agreement with [redacted]. I was told that they were "sorry" that I was given the wrong information, but there was nothing that could be done. To me this seems like a sneaky way to lock a customer into additional contracts or pay $600 to end it. This is wrong. I'm being told that I'm still under there [redacted] contract, but my account number was changed when Safe Home Security purchased [redacted]. Something just doesn't add up. I believe that Safe Home Security practices should be reviewed.Desired Settlement: I am requesting that the contract be cancelled. Since my billing doesn't begin until the middle of this month, there should be plenty of time to cancel the contract.

Business

Response:

The customer's biggest issue has been the high rate they were paying. Instead of leaving the customer without an alarm system in a time of financial need, the company has reached a new agreement with the customer that will include months of free service and a reduced rate to assist the customer as a better resolution than closing the account.

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: We entered into an agreement with [redacted] around September 2011. We continued the service for roughly a year before we started noticing that our alarm was not being monitored. We conducted numerous test on the system and NEVER received a call back. When we tried calling [redacted] the number was no longer in service. I immediately contacted the bank to stop the payment. The bank tried on several occasions over two months to try to contact the company and could not reach anyone. After the bank finally canceled the payment, I started receiving paper bills through the mail from Safe Home Security, Inc. I called the number on the bill and spoke with a customer representative about canceling the service. She informed me to send the company a cancellation email and the service would be canceled. I have since invested in a wireless system due to my home not being monitored. I continued to receive bills from the company and spoke tonight to a supervisor by the name of [redacted]. He informed me that the service would not be canceled until October 2014. He was very unprofessional and continued to talk over me and act very condescending. He would not listen to what I was trying to explain about the service. We asked to here the call were he claimed I made to the company in February 2012, but he refused to allow me to listen to it.I would like this service canceled and to be able to go our separate ways. Something clearly went wrong when the company bought our [redacted]. Mr. [redacted] admittedly that our system stopped transmitting a signal but stated that we should have notified the company. The point of having the system monitored is so they can tell us when things are not functioning properly.Desired Settlement: Service canceled immediately.

Business

Response:

The customer signed up in 2011 and the account was funded by Safe Home at that time. They have been with us since day one. It's a 3 year agreement that does not expire until October 2014. The customer is responsible for testing the system weekly and calling to schedule service if necessary. They may either pay a 90% buyout on the remainder of the agreement totalling $164.68 or they may pay the back balance and we will flip the monitoring back over to us so they can honor the remainder of the agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The claims are false. Our original contract was with [redacted] Home Security. The signage that we were given to place in front of our home has [redacted] Security on them. Additionally, it is not stated in our contract anywhere that we are to test the system weekly. However, that really doesn't matter because the number that we are to call on our contract is not in service any longer. That's the same number we called when we realized the system was not working. The same number that we were not able to reach anyone on for months. The company at some point was acquired or purchased and the new company did a poor job of communicating new information to customers.

Review: Our account with Safe Home Security was originally set up on a “bait and switch” procedure by their representative.

The account was originally opened with cellular phone access which was terminated by their company after one month. A call to their company informed us that we were not allowed this service without additional charges on a monthly basis. This was after we had signed a multi-year contract.

We strongly suggested that they review a number of the business practices of their company and their representatives, as they are, at times, not only discourteous, but probably are fraudulent and illegal.

As of November 23, 2015 we requested immediate cancellation of our relationship and of our account with their company, both by email to [redacted] and by fax to ###-###-####. We requested that we be notified of any additional charges for their service (and, given our relationship thus far, we expected that there would be).

Since that time we have followed up with multiple telephone attempts to resolve the issue. We have repeated the email and fax transmissions to three other representatives of their company, and have yet to receive any resolution of this problem.

Today, I called their “collections department” regarding a past due invoice of $167.43 and was told that our account still had not been cancelled and, on the contrary, our agreement had “rolled over” for another year and is now in effect through 2017. Their equipment had not been installed in our home and has not been working since December of 2015.Desired Settlement: A fair billing adjustment and a permanent cancellation of our account with this company.

Business

Response:

The consumer settled his final balance on 2/18 and the account has begun the cancellation process. There is no further obligation due.

Review: I've contacted this company last year regarding my alarm system. After running system test I was informed that my Internet Service Provider was not a good provider for my alarm system after 2 years of service, and they would not send a technician out to fix my alarm system. I'm paying for an alarm system that was no longer working. I submitted a notarized letter that I no longer wanted service, and my contract had ended as of April 2014. I paid this company a total of 155.00 as of December 2013 leaving a balance of 0 dollars, and 3 months of contract. This company has charged me a fee of almost 600.00 as of to date. Late Fees, are only 10 and I only had a payment of 135.80 left on my balance. I refused to pay for a service that is not being provide. I have made numerous attempts to contact this company and was referred to the user extension 1615 [redacted] whom has not returned my call. This company is a scam and does not provide service. This company is about money, and not service.Desired Settlement: Since this alarm system was no longer working, and as a customer courtesy of 3 and a half years with my contract already being up. I don't feel I should have to pay for a service being provided. I didn't feel safe in my own home knowing that my alarm was no longer working. If someone would have broken into my harm and any harm done how would police would've been notified if this system was no longer working. If I was at work, and someone broken into my home, how would I have been notified? Why would I sue my home owners at the time when this could've been avoided. You can't charge someone fees at your own discretion.

Business

Response:

we will cancel the contract as a courtesy. The client technically owed through May 2014. Please allow 30 days for the process to complete and ignore any correspondence recieved prior to that time.