Safe Home Security, Inc.

Review: I have been a customer of theirs for 7years.

I had a 5 year contract.

We are moving.

We'd like to cancel our contract effective Oct 18th.

They want personal financial info, [redacted] statements, etc., or they won't cancel our contract.

The representative threatened saying that it will affect my credit, that they ahve a line on my [redacted] on my credit report.Desired Settlement: Cancel my account. I will pay my last bill.

Close my account appropriately.

Don't touch my credit.

Business

Response:

The company requests that the [redacted] statement is submitted to close an account that is in contract because, from a business stand point, there is verification needed as proof that the customer has moved. Without some sort of legal verification, there is no evidence to uphold a customer's claim that they have moved which, in accordance with the signed agreement, would release them from contractual obligations. There is no personal or financial information required, simply the portion of the document that is used as public record to confirm the customer has moved. The rep was simply following company protocol. Although this is the case, the company will cancel the account with no further billing due as a service to a long time valued customer.

Review: I had the system for three years. My alarm went off 5 times in that period and they only responded twice. Thank God nothing happened it was an error, but no phone call and no followup, no dispatch to police. I then decided to cancel it and it was coming due end of May. I called at the beginining of May and they had already renewed my contract. I was told they needed a cancelation in writing 60 days prior. Never got a bill. Was never told about the 60 day notice. Never in 15 months got any communication from them mind you. I just checked Credit [redacted] and found that my 857 credit score is now 654 with [redacted]. All these years of A credit ....these unprofessional people made that all go away with their callous attitude. People protect yourselves and your credit and do NOT give your info to this company they will ruin you!Desired Settlement: Remove the derrogatories take responsibility and restore my credit!!!!!

Business

Response:

We contacted the consumer and informed her we do not report to [redacted] but if she felt compelled she could certainly dispute online with [redacted] and/or [redacted]. She insisted we did and she later sent me a screen shot of her [redacted] tradeline showing closed no balance owed. We will need additional information to assist or please dispute through the bureaus as instructed. On our end the account is closed and nothing is owed.

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: Dear

I would like to file a formal complaint against Safe Home Security System with their corporate office located at [redacted].

I signed a new contract back on August 14, 2014 for a wireless system and additional monitor which I never received the equipment and installation after being charged the higher monthly amount of $49.99 and having the check which was requested at the time of re-signing, deposited into their account which clearly constitutes deceptive business practices on their behalf.

I have tried numerous times to get things resolved by contacting one of their reps, [redacted], the initial representative, [redacted] (no last name provided) who called me only after I sent an email to [redacted] Manager, Credit/Collection Dept. stating that I had not heard anything back regarding the rescheduling of my equipment installation. I sent an additional email to [redacted] and [redacted], Corporate Director of Consumer Affairs stating that after 2 months of waiting for a service I was being charged for, and equipment I never received or had installed, I was canceling my Contract due to breach of contract by not providing serves paid for.

As a result of Attachment 2, I finally got a call from "[redacted]" on October 16th who personally promised to send me an upgraded system and refund me for the past three months of my monthly monitoring costs if I did not cancel and continued with SHS. The equipment and check was promised to arrive by October 21, 2014. As of October 24, 2014, I still had not received any equipment, refund check or had any further communication.

A few days later I received a refund check, which unfortunately was "late" (which has been my constant experience with this company). I sent back the check in good faith because it was contingent upon continuing with Safe Home Security. I have also received three calls from [redacted] dated 10/27/14, 11/12/14 and 11/14/14. I would like to have these calls cease as they have taken place after we were assured issues resolved and equipment installed by October 21, 2014.

I urged Safe Home Security to provide me, via email and by written correspondence via [redacted], a cancellation confirmation with no penalties and/or fees no later than November 20, 2014.

Up until a few months ago, I had not received any follow-up letters or messages from Safe Home Security, except for billing invoices, and threats to collection agencies.

I got a call from [redacted] in the collections department. She said that she is not holding us to our new contract of August 14, 2014, because no equipment was installed at the time. She is holding us to our previous contract of $299.99 until December 2015. She also stated that the check we returned to them in good faith in the amount of $149.97 was in turn applied to our account for the months of November, December and January, totaling $49.99 a month, which means they were charging us under the new Contract at the higher rate. If anything, it should have been applied at the original contract rate of $29.99/month which would have had us paid up until March 2015. If [redacted] in collections is correct, than they are still acknowledging the new Contract signed in August of 2014, yet, no equipment or services have been installed.

Once again, I would like to stress that each attachment I have provided clearly depicts deceptive business practices and possible fraud by SHS as evidenced in its charging of a consumer for services and equipment not provided. Charging a customer for 2 full months with no new equipment or services is in clear breach of contract. I have done research on this company and there are hundreds of complaints similar to mine. I believe the [redacted] has also filed a Class Action Suit against Safe Home Security in the past.

Sincerely,

Account Number [redacted]Desired Settlement: Cancellation of Account Number [redacted] and acknowledging they were in breach of contract by charging me for services not provided.

Business

Response:

This customer was going to have an upgrade and equipment installed at no cost, but it took longer than expected to ship the parts out and customer changed their minds. We cancelled the new agreement that was signed and refunded the moneys that were associated with the new agreement and informed the customer that they still needed to fulfilled their original agreement. This customer was filed with their attorney office and we have replied with the same answer, we will fix system and hold them to their agreement which ends Dec 2016. They agreed to make final payment on 6-8-15 and account will be closed.

Review: ATT: [redacted] Department/Agent This is the second notice that I have sent in regards to Cancellation of ALL tides with your company. To whom it may concern, I [redacted]s of 7/30/2013, We have moved our services. We no longer have a need for your services. Thanks In Advance once Again, [redacted]To: [redacted] 9/12/2013 12:21:57 P.M. Eastern Daylight TimeSubj: Closing ALL Contact/Contract To whom it may concern, I [redacted] As of 7/30/2013, We have moved our services. We no longer have a need for your services. Thanks in Advance, [redacted] tried to close this account as of JULY 30, 2013 due to POOR service. SHS took my money and didn't render QUALITY Service. SHS couldn't find my account when I really needed there help. SHS contact me to help there rating and I said it's a ZERO, SHS asked me why and I referred her to the previous incidentof Poor service. I tried to cancel my account and they didn't assist me professionally. They allowed my account to grow without guideing me in the right direction of cancelling my account. Therefore they was getting more of my money without providing me QUALITY service. SHS contacted me in August and still didn't give me proper cancellation directions. Once I was told to write a letter of cancellation, SHS had MILKED my account. I contacted an attorny with no success. I contact SHS and negotiated a deal, but SHS still MILKED me out of some money to call it Paid In Full. That payment that SHS charged me was for services of AUG., SEPT., OCT. 2013, and I didn't have ANY of SHS PRODUCT in my HOME. SHS is so MONEY HUNGRY, SHS don't care about customers, SHS just want YOUR MONEY. PLEASE HELP ME TO GET MY ACCOUNT CLOSED AND THE MONEY THAT I WAS ASKED TO PAY SHS FOR SERVICES THAT I WAS UNDER ANOTHER COMPANY, REFUNDED BY SHS.Desired Settlement: TO GET MY ACCOUNT CLOSED AND THE MONEY THAT I WAS ASKED TO PAY SHS FOR SERVICES OF AUG., SEPT., AND OCT., WHEN I WAS UNDER ANOTHER COMPANY, REFUNDED BY SHS.

Business

Response:

The customer was not in rights to cancel in July. They settled a final buyout on 1/10 and teh account is being cancelled. No further obligations are due of either party. Please allow 30 days for the process to complete.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have had to call this company several times when the alarm system either was not working or had alarmed with no follow up call to see if we were safe and no call that the police had been notified. This last time we were with out security for over 12 days before the problem was corrected. I asked to cancel our contract because I no longer trust this company nor the "security" they claim to provide but was told I would have to buy out the remaining months. I do not feel this is fair since the security we want is not being provided on a consistent basis.Desired Settlement: I would like the contract cancelled with no cost to me.

Business

Response:

[redacted] does not own this account or contract. It is owned by Safe Home Security and they hold the contract., they would be the only ones that can make any alterations or cancellations, schedule a service call etc. Please forward this complaint to them so it can be resolved immediately. They can be reached at [redacted]. Thank You

Business

Response:

We have serviced this customer three times in the last three months.We replaced her panel and keypad with new equipment and relocated sensors at no cost to the customer. We also gave a one month credit for her concerns and time system was not working. Per the last service call signals are fine and system working. Any questions the customer can contact [redacted] at 1-[redacted] ext [redacted].

Review: I upgraded my system to a wireless system back in February of 2015. During that time I had to have numerous service calls to get the equipment at that time to even function at all. After several new panels being installed the system was finally functioning but still not up to par. I had the 2 way communication as part of my system so that in the event of an alarm they would first contact me via the panel. Well, the panel hasn't been working, and I an estimating that it probably hasn't since the install in February. Over the last couple of weeks I have been on the phone and testing the system to see if the 2 way panel communication was working. In each attempt it has not. I have spoken with several different people at Safe Home and I keep getting told that it is working and to test again and that they would call me back and I never get a call and in testing the panel still does not provide the 2 way calling. A few of these test, when performed never initiated a call to either of the numbers on the account. I had a technician out last Monday September 14, 2015 and after numerous attempts and several calls to Safe Home and the monitoring company, it was finally decided that the panel needed to be on a certain frequency in order to get operational. Well, that still hasn't happened and after over a week and numerous calls, I continue to get the run around and no one seems to be able to get my problem resolved.Desired Settlement: I want the system top be functionally working in all aspects or to be refunded and released from my contract to pursue other options for an alarm system. I would also like to be contacted by someone in upper management to explain to me the inadequacies of the staff who can;t seem to get the problem resolved and never hold true to their word of returning calls.

Business

Response:

If Safe Home Security is unable to get the system working to the customer's satisfaction, we will agree to pickup the equipment and cancel the account without penalty.

Consumer

Response:

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

Review: I signed up with Safe Home America for an alarm system on December 2014. I told the agent I might close my business really soon, and he said it was not a problem. They are not going to bill me after I leave the business. He will treat me as a residential customer. On the contract I am not sure why he did that but left duration of the contract blank. So upon leaving the business I called Safe Home America and closed the account. A few days later I received letter saying the contract is still valid and I have to pay for 5 years for the service. A few month later I contested through my credit card company as it is arranged for automatic payment, and Safe Home America did not replay at all. They turn around and billed me for $509 in total for ridiculous reasons. I do not wish to receive any more bills. I like to be left alone.Desired Settlement: I like to be left alone.

Business

Response:

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

We had 2 accounts opened under the daytime phone number provided to us on the Revdex.com complaint.

The first account was created under her residential location but was cancelled because nothing was installed.

The 2nd account was installed on 12/10/14 under the business name [redacted]. All signals were sent and verified.

On 2/20/15 customer called stating that she wanted to cancel her account because she was closing the business. We informed the customer that she was not in rights to cancel due to signing a 5 year contract, customer then threatened to report us to the Revdex.com.

The customer received a bill in the mail because customer disputed the amount in May, 2015. Once is declined an automatic letter will be sent out to inform the customer that their payments did not go through.

Please note that SHS will not be released the customer from the agreement and will pursue collections.

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

Thank you.

Gladysbell S[redacted]

Dealer Support & Payroll Manager

Safe Home Security

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

###-###-#### Fax

###-###-#### Credit Line

mailto:[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because he made it sound as if I had two different contract, but it is not true. I was renting a small bedroom of a townhouse in [redacted] at the time. I can send the rent payment copies if necessary. Why would I need a alarm system if I am renting a small bedroom? My initial contact with Safe Home Security said they would consider my service as residential. I sought out [redacted] before I called SHS, signed a contract with them but cancelled it because they offered 2 year contract. I can send SHS to prove this because I put this on my business credit card. Why would I cancel contract with shorter terms and sign up for a longer termed contract? I also have copy of the contract I signed with SHS which clearly have checked box at "residential". If SHS needs copy of all of this, let me know and I will put them together and send them. I am tired of contacting SHS directly because they do not make any sense.

Review: Was informed that I had a 2 year contract, apparently the contract I signed was a 36 months, but when the guy was reviewing the contract he stated it was 24 months. I called to cancel services in September said to the representative that my contract is ends this month and I am moving and the only thing they he did was said ok send in writing your request for cancellation and provided me with the email address. He did not inform me or advised me that my contract has not ended or any account information. Now that I have moved across country I am hearing of all these consequences. In addition there were inconsistent information provided to me from their employees, overall they have poor customer service skills and I felt highly disrespected as a client.Desired Settlement: To end contract or if new services are installed at my new address for free and not an extension of a contract.

Business

Response:

The customer signed a 36 month contract. We show nothing that would indicate anything was supposed to be a 24 month agreement. The customer received hundreds of dollars of free equipment during the installation. We are able to install free equipment because the customer was signing a 36 month agreement. We sent the customer a letter informing her of contract status the day after she called in. The customer called in 3 weeks after we sent her confirmation letter inquiring about what it means. When I spoke to the customer yesterday I tried to explain this to her. I emailed her a copy of her agreement. In an effort to avoid further escalation, we reached a verbal agreement where the customer would be having someone move the system to her new home in [redacted], and I would waive the $199 charge to install the system at her new home with a 12 month agreement. The person would be arriving in [redacted] on October 10th. She agreed to this, and requested that I e-mail her a confirmation of what we had agreed. I did so, along with the 12 month agreement. The phone call ended with her making personal insults towards myself, using vulgarity, and stating that we did not try to help her. The customer did not return the agreement that I sent, or respond to the email that I sent. She then filed this complaint with the Revdex.com. I am going to assume the customer has now rejected that offer. The customer did not sell her home, and per her own admission, has residents in the home where the alarm is. Unfortunately this is not grounds to break a contract. We are holding the customer her contract. Safe Home Security has not altered that arrangement, nor did we make any changes to that arrangement, nor did the customer sell the property. We attempted to offer the customer other options, but were insulted for doing so. The customer then reached out on our social media page, and when I attempted to assist her through that avenue, the customer again refused. We feel at this point the customer is not interested in assistance, but more interested in slander.

Review: Collection calls on debt that I don't believe I owe.

First off, my agreement with Home Safe Security has conflicting dates in it (the contract date differs from my signature date by a year....my signature date is the correct one) and the agreement was never signed by a representative from the company. This agreement was signed by me in January 2012. I was promised (although I didn't get it writing...shame on me) that if I paid my bill in full every month, that there would be perks every six months, including gift cards and/or free months of service. When I called about this later, they told me that they knew nothing of this promise.

In December 2012, our home security system stopped working. I made four phone calls to Safe Home Security asking them for assistance in getting the system fixed and working. All four times I was put in voicemail, and I never once got a phone call back. After a month of frustration, and no working alarm system, I called a new vendor to install a brand new alarm system in my home. After the installation was complete, I called Safe Home Security to cancel my service. It was only at this point did someone offer to help repair my system. This call was made in February of 2013. I told the representative that I did not want my system fixed as it had been removed from my house (this was a system that I purchased seven years ago from ADT. Safe Home Security never installed any equipment in my home). The representative told me at that point that I was unable to cancel my service as I was in a 60 month contract, and that it expired in 2017 (although by law, the contract states that it began in 2011, which would make it expire in 2016). I told the representative that I would not be making any further payments.

Over the past several months, I have been getting collection calls from [redacted] I have spoken with Ms. [redacted] offering to settle the account with her. I told her my story, and she promptly stated "I don't care", "you owe us the money". Not the type of response I would want from one of my employees. She told me that I owe over $1,500 based on her calculations. However, she stated that she would reduce it to $1,100 and repair my credit if I paid that amount today (July 24, 2013). I offered to split the amount with her (half of $31.99 times 35 months)as there is guilt on both my part for agreeing to the service, but there is also guilt on Safe Home Security as they were not providing the services promised and I do not have a valid contract. My offer was quickly denied, and when I asked if I could speak to the manager that denied the request, I was told no. Ms. [redacted] temperament is both demeaning and threatening. I have typed up a cease and desist letter that is being sent to the company today to stop the harassing phone calls.

I don't want to get an attorney involved, but at this point, I think that is where it will end up as I can't find anyone at the company willing to talk to me but Ms. [redacted]Desired Settlement: I want my credit repaired, the phone calls to stop, and since the company does not accept any blame for the problems experienced, since I have an invalid contract, I don't believe that I owe them one cent. How can you monitor a system that wasn't even working? However, I am willing to accept some responsiblity, and I am will to settle the account in full for $500 if they put it in WRITING that they will repair my credit and that the account has been satisfied in full.

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Contact Name and Title: [redacted] VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

I spoke with Mr. [redacted] on 7/26 and he completed his buyout of the contract for $1100. We will address the issues he relayed with the employee in question.

Review: I signed an agreement for security monitoring and system maintenance with Security One in July 2012. They are now a part of Safe Home Security. My contact there is [redacted] ###-###-####. The fire and heat sensor failed on Dec 6, 2013. I have been dealing with them for more than 4 months, attempting to have my system restored, while paying $29.99 each month. I have continued to pay the monthly bill, but plan to contest all the bills paid through my Credit card since January since they have not corrected the problem. They fail to answer their phones and when I leave a message, they seldom return the call. They sent a repairman out in January from a local company, who confirmed that the sensor had failed. He claimed that he ordered a new one, but it never arrived. Last month another part arrived but it was the wrong sensor. Early this month a different sensor arrived and I called the office to request a service call and no one would answer the call and no one has even returned a call for any of the messages I left. It is now more than four months since the failure. (See the attached letter to Safe Home Security, dated February 4, 2014) I have a contract that will not be complete until July 2015. I just want to be out of the contract and to be paid for the undelivered service since December 2013. I feel that they have already voided the agreement that I signed in 2012 with a company that I feel may no longer exist. The company who receives the payments and must approve any charges for system maintenance is Safe Home Security, listed above. They had a representatives in the State of Washington when I signed the agreement and I assume they have a license to sell their service in this state. On the two occasions that a repairman has shown up, he has not been able to fix the system.I have asked that I be released from the contract, but they have refused this request repeatedly. I would like your help getting out of a failed contract.Thank You.[redacted]Desired Settlement: I would like your assistance in getting out of this failed contract without being required to pay nearly $600. to terminate the agreement with Safe Home Security. Safe Home rep, Sal, told me that the only I can get another monitoring service is to pay off the agreement which they have failed to honor. They have not maintained my system as agreed when I signed on with the service but have continued to charge me for more than 4 months. Thank you. [redacted]

Business

Response:

I understand your frustration and would like to try to remedy the situation. I noticed from the notes in the account that wrong parts were sent to the home and that when the new parts were received that you chose to refuse service. I would like to offer your the four months free to compensate you for the lack of service and of course make sure that all is working correctly. I will also make sure we send out a technician that know show to work on your system. We will set service to your convenience.

Our goal is to get the system running correctly and make sure your home and family are protected.

Regards,

Customer Service Manager

Review: I have been trying to cancel my contract for alarm security monitoring with this for almost 8 years. I have been lied to repeatedly about what their policies and procedures are for cancelling, and am out of patience with them. Several times over the past 8 years, I have requested cancellation, and have been denied for the following reasons. Once the contract was extended without my knowledge because I signed a repair receipt when a technician came to my home. He said it was only to verify that he had done the service. The company told me it constituted an extension of my contract. On year I was told that I need to contact them in writing 30 days prior. I did that, and the next year I was told it had to be 60 days. Last year, in May of 2013, I was working with a representative there named [redacted] about this situation. At that time, she said that there was nothing that could be done for 2013, but that I should email her my intent to cancel when that contract expired in May of 2014. I did that, spoke to Ms [redacted] again and considered the matter closed. I paid for all of 2013. Yesterday, I got a call from them about an unrelated matter, and I told them that my contract with them should be over. They said it was renewed again, and they had no record of the email or letter I sent them on May 9, 2013. The rep actually scolded me for assuming that companies just took care of these matters for people like me, with no follow up on my part. I've sent letters, I've followed up, and I just can't get them to cancel my contract. I spoke with Ms [redacted] this morning, who is now in a different department, and she had no record of my cancellation from last year. I'm done with this company, and am just going to not pay my next bill. If they send me to collections over it, I am prepared to retain a lawyer and sue them for damages.Desired Settlement: I want my contract with Safe Home Securities / Safehome America cancelled.

Business

Response:

The customer signed a renewal agreement back in 2009. In 2011, they claimed they did not sign that agreement. We mailed them a copy of the agreement in 2011 showing that they signed, and confirmed they received a copy of the agreement that they signed. We heard nothing further until 2013. We have no record of the customer sending a cancellation letter. We advised the customer this multiple times, and we advised each time on how to send the letter. On 3/24/14, on a recorded line, we gave the customer the email address to send an email of cancellation to. The customer did not send the email. If the customer can forward that email with the headers to us. we would be happy to cancel his account. We have advised on multiple recorded calls the process for canceling the account. Recently, he spoke to a rep who was trying to help research the letter he claims he sent and he refused to send a copy of the email once again. He just stated he would refuse to pay, etc. If the client would provide the letter we asked for multiple times already, we can start the process of canceling his account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have sent the related emails and screenshots to the address they now indicate things have to go to. They claim to have the recording from a year ago when I spoke to Sarah [redacted], where she gave me the "correct" address. I doubt it. More spin and double talk from these crooks, coupled with the fact that companies who are constantly getting complaints filed against them (over 1600 from the Revdex.com of CT alone) often change or add domain names. If I haven't made it clear at this point that I'm a VERY unsatisfied customer, to say the least, then I don't understand why they continue to drag this out, other than to suck another $400 out of me so that I have the priviledge to go through all this crap again a year from now.

I have sent the cancellation request that I have been trying to get processed for YEARS now to them again. If they make good on their claim that they will terminate my contract - IMMEDITALY, not in three years, not next year, IMMEDIATELY, then I will gladly respond that this complaint has been resolved to my satisfaction. Otherwise, I will continue to battle with their service department by phone and will continue rejecting their responses.

Sincerely,

Business

Response:

We are not sure where the confusion is on this. As the Revdex.com can confirm, we have NOT changed our domain name. We have on a recorded telephone call that we gave the correct information to the customer. I understand the customer's frustration that he made a mistake, but name calling and inaccurate slander does not relieve the fact that Safe Home Security did not do anything criminal or dishonest in this situation. This situation is pretty cut and dry. The client took down the e-mail address incorrectly and then refused to accept responsibility for his mistake. The customer has now correctly sent in a cancellation letter, which was vulgar and does not deserve repeating. Since the customer has now sent the e-mail to an address that is valid, we received it. The customer is in fact in a rollover term until 5/12/15. However, in an effort to put this issue to rest, we have submitted this account to be closed.

Review: We were told that we had a three year contract and then it would be month to month after that. Instead they tried to say that we had to notify them in writing 60 days before the end of our first contract term or they would auto renew the contract for another three years and then they changed that and said that it would only last for another year but we could not cancel our monitoring for any reason and they would continue to monitor and send the police, fire, or rescue if our cancelled alarm went off at anytime during that year. and we also owed them even more monthly than we had agreed to.

I want this contract cancelled, at the end of our first 36month term and for them to quit monitoring our line.Desired Settlement: Refund of monies extorted from us thru use of deceptive contract practices and cancellation of monitoring and leave us alone with no more collection demands or threats of destroying our credit.

Business

Response:

The customer is upset because of the renewal period of their agreement, stating that they were told that would not be the case. Pursuant to Section 10, "Entire Agreement: It is agreed to and understood by the parties that this agreement constitutes the entire agreement by the parties and there are no verbal understandings changing or modifying any of the terms of the agreement." Because of this and the fact that services were rendered, no refund will be due. In a hopes to reach a resolution that will help the customer remain protected, I have attempted to contact the customer. If we are unable to find a resolution, the company is prepared to release the customer from contractual obligations.

More than a year after my account was closed, Safe Home Security began reporting inaccurate negative information to all three credit reporting agencies. So far I've been told twice that the information would be corrected and removed from my credit report, however, that hasn't happened yet, going on four months after the initial call.

Review: I was forced to sign a new contract because I mistakenly didn't send them a letter 60 days before my contract was finished. I agreed to a new contract and they charged me an upgrade fee to upgrade my system, I am still waiting for the company to come out and switch my current system over to the new one, I have now been charged for a 2nd month of monitoring for a system that I am still waiting to be installed. I have called more that 6 times and spoke to a [redacted] he says he will take care of it, and I still haven't heard anything from the company, I also spoke to him about the upgrade charges, [redacted] said he would reverse the upgrade charges, I checked today, still no refund!Desired Settlement: I would like to void my contract, get back my upgrade fees returned and get another company.

Business

Response:

We would like an opportunity to redeem ourselves and get a different technician out there around clients' schedule and credit the down time , We have found a new technician, and left a message for [redacted] to call us back.

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 will not respond to request to terminate services. Termination of three year agreement terminated a year ago. I have given nearly 60 days notice to termninate alarm monitoring service which began4/1/2011. I have called and made notification to their call center. Agent [redacted] said to send the written request by e-mail. This company refuses to acknowledge the notification provided to them on 2/19 and again on 2/27. From: [redacted]] Sent: Friday, February 27, 2015 6:05 PM To: [redacted] Cc: [redacted] Subject: RE: Cancellation 2nd Request for a response. I have not received confirmation of cancellation on 4/1/15 From: [redacted]] Sent: Thursday, February 19, 2015 12:14 PM To: [redacted].com' Subject: FW: Cancellation Customer Service, This message is to serve notice to cancel alarm monitoring service for account ALN [redacted], home phone [redacted] effective 4/1/15. The address if [redacted] and the account is in the name of [redacted]. Please confirm receipt of this message and proper notification that ends any continuing relationship with Home Safe Security as well as no additional fees will be charged as this completes the 36 month original agreement as well as additional 12 months of service. If you have any questions, please respond to this email message or call me on the number shown below. Regards, [redacted]Desired Settlement: Written acknowledgement of no more billing to my credit card after March 1, 2015. Apologizes for unresponsive and unhelpful call center being unable to assist with confirming termination of service as of 4/1/15.

Business

Response:

The customer was contacted by Senior Account Executive Joseph Octave via phone call and left voicemails on February 23rd. The customer's second letter was received on Friday February 27th, and was responded to in writing on Monday March 2nd by Senior Account Executive [redacted]

The customer may use this response to verify that there will be no further billing on the account past the March 2015 payment, and the account will be closed.

Review: Re: Customer I[redacted] - cancellation of servicesEnclosed is a bill I received denoting for services 4/15/14 thru 7/15/14 of which I feel I am only accountable for thru 5/26/14. I have abided by the initial service agreement that I signed on 5/26/10 of sending notification to cancel. If fact I sent a letter as written notice to cancel services back in June 2013 and have had many conversations with service reps. They explained that because I did not send notification 60 days prior to the renewal date of 5/26/13(the 3 year anniversary and the end of the original agreement) per the service agreement That I was in fact accountable for another year. They told me I could settle account to cancel by remitting a certain amount (something like a total equivalent to one years worth of fees). I opted to not do that last June (because I couldn't afford that sum at the time); so in good faith I continued to pay quarterly as the bills came even though I was not using the services. At the end of February 2014 I sent another letter as written notification to cancel that I know was received because I was contacted by another service rep. I believe that I have abided by the service agreement and as of 5/26/2014 this service should be cancelled per my request; thus, I am remitting only of the amount billed.Please call to arrange a time for your equipment to be picked up.Sincerely,[redacted]Desired Settlement: Cancellation of services

Business

Response:

I have reviewed the account and found your cancellation letters. I will adjust the quarterly bill to reflect just the two months that will be owed for the end of your agreement. In addition I will make sure that the account is closed at the expiration date of your agreement. If there are any additional issues please feel free to call me at ###-###-#### x[redacted]

Regards,

Review: We have tried to cancel this service and cannot get a response from the company. The initial contract was with another company who sold out to this company. The service in which we paid for is not being honored. A fire alarm went off in the home and the security company should have alerted to the problem and they did not. When we tried to cancel service, which we did in writing on 10/17/2014 we got no response just another bill. When we call customer service and try to cancel the service they tell you only one person can handle the account and they are not in. They will not let you talk to a supervisor. My father in law feels they are taking advantage of an elderly person. He has done what they have asked to cancel the service and yet he keeps getting bills and no one will help himDesired Settlement: They need to cancel the service and stop sending bills.

Business

Response:

Client has spoken to the account manager [redacted], and was informed that their account will be cancelled. Also client will not be billed and currently doesn't have a balance / or owe anything.

Consumer

Response:

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

Sincerely,

Review: On 11-7-13 we purchased a fully operating wireless alarm system and entered a 36 month contract with lifetime service plan on parts and warranty. The cost of this service was contracted for $39.99 per month. Over the next year we have needed service calls to replace the main monitoring panel and various sensors. Approximately five service calls occurred in about a 8-18 month period. Each time we would schedule a service call, we would struggle with getting the technician to show up on the scheduled time or date and our problems were never 100% fixed. We were still getting "tampered" alarms which would wake us up in the middle of the night as if someone was breaking into our home (loud alarm sounding). After multiple attempts to fix these false alarms, we lost faith in Safe Home Security's ability to fulfill their contractual obligation of the lifetime warranty. Starting in May 2015, I began the conversations with Safe Home Security on cancelling our contract due to their inability to ultimately fix the problem. We no longer had any faith in our alarm system and every time the alarm went off, we discounted it as a false alarm and would just turn it "off". This defeats the whole purpose of having an alarm system. Starting in late May (I believe) they sent out another service call to address our failing sensors. The technician replaced one of them and told us that the initial installation was improper and whoever installed our system used "generic" sensors which have tamper problems constantly and he sees this problem all of the time. We tried running our system after his visit and two days later in the middle of the night, we had our alarm go off again due to a different false alarm due to a malfunctioning sensor. At this time, we are extremely frustrated. I send in an official letter of cancellation and got transferred to a different department. I speak to a gentlemen named [redacted] who apologizes for any of my issues (as my family is going to [redacted] on 6/19 and needs this fixed ASAP). [redacted] promises me (in writing in an email) that Safe Home Security will replace all of the 20 door and window sensors in my home free of charge with brand named sensors. He then throws in a free motion sensor, gives me three months free service and lowers my monthly charge to $29.99 per month for an additional 36 months (contract is fully signed on 6/9/15 and countersigned by [redacted]). He also sends me an email in writing that if the system does not get fixed that they will "buy us out" and let us cancel the contract. He schedules the service to happen as quickly as possible. I believe it was for a few days later on a Friday. That Friday, the technician does not show up. I call Safe Home Security to follow up on the ETA of the technician and they inform me that there is no appointment on the calendar and that they would send out the technician on Monday morning. I rearrange my work schedule again (as me and my husband both work full time) and wait for the technician on Monday morning. That morning towards the end of the time window, I received a call from the technician that he is late. In our conversation I learn that all he has is a motion sensor and no door or window sensors to replace what we have. I told him that it was pointless to come since he was missing the main items. He told me that his work order did not state anything about replacing existing sensors and blamed it on corporate. I emailed and called [redacted] again and he was out sick. So I spoke to his boss, Collin C[redacted]. Collin proceeded to tell me that I must have mis-understood. That [redacted] could never promise me such a thing and that they would never replace all of my sensors like that. He became very rude and condescending and was insulting my intelligence. Once I forwarded him the email in writing, he could not dispute it any further and said they would honor the replacement of the sensors. At this time, he could not fix my system before we left for [redacted] so our system was inoperable during our out of country vacation. Luckily, our house was fine and all was okay. Before we left for our vacation, we were told that they scheduled an after-hours service call for Monday, June 22nd (as soon as we got back). So the Monday of June 22nd I call to confirm (knowing the flake arrival times and issues of the past) and once again they did not have the appointment in their b[redacted]s. I started to believe that they really had no intention on fulfilling their end of the agreement. We reach out to [redacted] to let him know about the lack of response AGAIN and he informs us that the technician is now on vacation for three weeks (this is all in writing) and that they cannot schedule a service call until he gets back. On top of that, our checking account was charged the $39.99 monthly fee on 7/5/15. Per our new contract we were to have 3 months free and then a lowered rate of $29.99 We were very upset so I called to cancel again and now spoke to to a gentleman named Gary B[redacted] who told me that he would fix everything. Obviously I have very little faith of that since the last month I have had no luck and numerous failed attempts. I forward all email communications with [redacted] and Collin C[redacted] to him along with our renegotiated contract (dated 6/9/15). He asks for "more time" to figure it out. On 7/8/15 I received a call from a Justin L[redacted] who now wants to handle my case. He approaches me like I need a single sensor replaced and wants to schedule a service call. I inform him of my lack of faith in that actually happening since the last 4 service calls were no-shows and did not happen. I asked Justin to reverse the $39.99 fee as we have a new contract. Justin proceeded to tell me that not only were they not going to replace all of our sensors they also considered the new contract invalid and void since both agreements were "not approved by the company". They will only provide us the a signal to our monitoring device and schedule a service call to l[redacted] at our sensor. As you can imagine, I wanted to pull my hair out. I feel like they are shaking me around in circles and they are pulling their weight around because they have access to my checking account. I told them I would stop payment on their charges. They told me they would take me to collections and negatively affect my credit score. At this point, all we want is out. I don't want to deal with an unethical company. I don't care about them fixing the alarm anymore. I want them to stop charging me so I can just hire another company.Desired Settlement: I would like to cancel my contract. After dozens of phone calls and emails, and countless attempts to repair the system under their lifetime warranty, I have lost all faith in their ability to withhold their contractual obligations. I would like to be credited the charges incurred after 6/9/15 as they were not to charge me for 3 months.

Business

Response:

As stated, the customer is refusing service, which leaves Safe Home Security with the only option to pursue the original contract be paid in full in the amount of $599.85.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The response that we are refusing service in not accurate.

We have attempted to fix the system over the course of the past year and a half

with no resolution. The final resolution was to replace all window and door

sensors with a new contract. This new contract was signed by both parties and

included a lower monthly payment. Safe Home Security is now claiming that the

company does not recognize this new contract even though a representative of

the company signed it. Safe Home Security is refusing to install all new

sensors. This is the only service that we will accept. So, yes, we are refusing

all other services besides the one that we have a new contract for and that

Safe Home Security is refusing to honor.

Sincerely,

Business

Response:

The company is prepared to replace any inoperable sensors, and honor the new agreement. The customer wants all sensors in the home replaced, inoperable or not, which the company will not do. If the customer does not wish to have only the inoperable sensors replaced, the company maintains its position of pursuing the original contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The whole reasons of the the new agreement was to replace all of the sensors with brand name sensors. We have it in writing from Brian P[redacted]. That is the part of the contract that the company is refusing to honor as per their previous response. Therefore, they are in breach of contract.

Sincerely,

Business

Response:

We seemed to have reached an impasse, however Safe Home Security's available resolution still stands. Please mark this complaint as resolved.

Review: Numerous service issues with company and when I decided to cancel service (not under a contract). Company was difficult and continued to send me bills with no explanation of charges. They reported a $350 balance to [redacted] as past due but did not report to other credit bureaus and I have never had a balance for $350 and my account is closed. I called on 10/20/2014 and 10/23/2014 to request a statement showing I have no balance and have not received a return phone call.Desired Settlement: Contact [redacted] and remove FALSE negative report

Business

Response:

THE ACCOUNT HAS BEEN CANCELED, WITH NO PAST DUE BALANCE OWED A CREDIT REPAIR HAS BEEN SUBMITTED TO [redacted]

Review: Safe home secuiry is billing me after I fulfilled the terms of the original contract. The system was non functional and I was not willing to pay to have it repaired. I am also being billed for a service call that did not occur. I paid Safe Hime Security in a timely manner until the contract was fulfilled. They have continued to bill me even after I sent a letter requesting the service to be discontinued. At that point I stopped paying them. They have now adversely affected my my credit.Desired Settlement: I want them to stop billing me and to repair the damage to my credit history. I had exemplary credit until they unfairly billed me for services that I did not receive. I want it fixed.

Business

Response:

Customer is currently in negotiations with our collections department to pay off monies owed.