Safe Home Security, Inc.

Review: I hardly know where to begin. In my 42 years, I've not had a customer service experience that is so frustrating as dealing with Safe Home Security. For over a year, I've tried to get my alarm system working, to no avail. It started in July 2013 when I switched phone service providers. Prior to doing so, I called Safe Home to make sure this switch would not interrupt my alarm system service. They assured me it would not. However, it then stopped working. When my contract came up for renewal in Dec 2013, I said I didn't want to renew it because my service hadn't been working. At that point, they offered a solution - that they would install a cellular unit which would make my system work if I signed the contract. I then signed it, with the promise that they would get it working. I've tried to schedule service appointments to get it fixed. They have come out several times, but still not gotten it to work. Then I tried to get out of the contract, since there was a failure to live up to the agreement but they will not release me from it, and have continued to charge me for a service I am not receiving. I've called probably 20 times and talked to 8 different people there, including the Director. I've taken off work to try to resolve the issue and spent a lot of my personal time. In my opinion, the contract was fraudulent in that they told me my nonfunctioning alarm system would work after I signed it.Desired Settlement: I would like an apology letter from Safe Home Security and to be released from the contract I signed in Dec 2013. I am tired of giving them additional chances to try and fix it, and would just like to go with a local company at this point.

Business

Response:

We have serviced this customer that does not have a warranty three time with a cost of 700.00. We have set up service and they have cancelled the service call repeataly. We are willing to come back out to inspect system, but the customer must pay for the service call, which was explained to her.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: RE: Acct# [redacted]. There is a fraud being perpetrated by SAFE HOME SECURITY attempting to collect for services which have never been rendered.

I've called SAFE Home several times but this issue is not getting proper attention and I continue to receive statements which are fraudulent, I had requested copies of prior statements, payments, communication if any - but Safe Home has not provided any but continues to send fraudulent billing

On 11/2/15 I spoke to their customer service rep named Manny G[redacted] who said it'll be investigated

From 11/2/15 to 11/15/15 I've left several messages for the manger named Al S[redacted] but never heard back.

On 12/15/15 I called again spoke to Tony [redacted] who had no record of my calls, I've left another voice mail for the manager.

Should Safe Home's attempt to collect on fraudulent charges impact my good credit rating I'll take further actions against the company.Desired Settlement: Safe Home must stop collecting on fraudulent charges which were never rendered.

I request investigation into Safe Home's business practices and clear explanation of charges.

Business

Response:

We cancelled this account already. There is no further obligation from this client.

Review: On May 27, 2014 my daughter entered our home from school and tried to disarm the alarm system. She entered the wrong code several times and the alarm began to sound. She called me in a panic as she thought she entered the correct code so I calmed her down and told her the correct code. I stayed on the phone with her while she entered the correct code and from there the alarm finally was disarmed. When I got home from work I decided to test the system to see how many times I could enter the incorrect code with the system doing absolutely nothing. I entered my home and armed the alarm. I proceeded to eneter the wrong code several times. Eventually, the alarm started to sound and I began to put in the correct code. It took quite some time for the system to go off after I repeatedly put in the correct code. Afterward I called safe home security to find out how many times an incorrect code can be put in before the alarm will start to sound. Had an intruder really been in my house I am trying to understand why they have so many chances to enter the security code. Furthermore, why was I not contacted by the alarm company when the alarm had went off twice. I was told by a representative that she did not know how many times an incorrect code could be enetered. I was tried from working all day and had to pick my youngest daughter up from daycare so I decided to call the company back this morning. So I called safe home security this morning and was told by another representative that the weekly test run between May 19-26 did not go through so in all reality the system is in fact not functioning and we would have never known if my daughter hadn't entered the incorrect code yesterday. All the while safe home security is collecting my money every three months for monitoring services they are not provididng. I was told by the representative to call my phone service provider because the system had been working. If I can send and receive phone calls there is nothing worng with my telephone line.Desired Settlement: I have had several issues with this comapny from being billed the incorrect amount and on the wrong date agreed upon per the contract. WHen propositioned via telephone I was told the name of the company was completely different than who I am actually delaing with. I should not have to pay any extra money for a system that is not monitoring my home and I was never contatced by the company when this alleged test was run. I would like to cancel the agreement and return their equipment.

Business

Response:

We could not respond to this , due to web site was down last week. The customer changed phone service and was explained the new system would not work with our system. We do call after three no weekly test, which was a concern. Having Customer service mgr call.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I DID NOT change phone service. My carrier is and has always been [redacted]. Nothing was explained to me from anybody with this company. I did not have anything changed in regard to my phone service.

Sincerely,

Business

Response:

CUSTOMER CALLED IN TODAY TO NOTIFY US THAT SHE CHANGED HER PHONE NUMBER. WE UPDATED THE CALL NUMBERS AND SET SERVICE FOR 6-28-14 DUE TO SHE WANTED A SATURDAY. WILL HAVE ETHAN THE CUSTOMER SERVICE REP CALL BACK TO GET A SOONER DATE. THE NEW PHONE NUMBER NEEDS TO BE CHANGED IN THE PANEL.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and I will wait to see if monitoring resumes once phone number has been changed.

Sincerely,

Review: On October 2003 I bought my first home and It was another company servicing my alarm. I'm not sure how long ago this company Safe Home took over this company so my services got transfer to this new company, in 13 years I never hear from them only the first time they installed the services, on November 2, I called left a message I was calling all month of October and no one responded my call or answer my messages. Stacey B[redacted] Senior acct Executive called me on November the 2nd she advised me to send a e-mail stating that I did not need the services anymore but I was not selling my home, I send the email ( will attach), Nov 2 at 4:08 PM

To whom it may concern:

I called to cancel my services several times last week with no answer when I called today I left a message to the customer service department about my cancellation, it has been 13 years since I have your services and not one time I have received a call to see how services are going of course I change my phone number several times but this last time I have no phone for 2 months and not one time I received a call from your company telling me if there is a problem in the house so I have been more than 2 months without being monitor by no one my house takes care of itself because I'm paying you for services that you are not providing. Anyway I don't need your services anymore I am cancelling my services as on 11-01-2015 I hope there is no charge in my card this month due to you not monitoring my home.

Thank You,

Sincerely:

[redacted] Gutierrez

Acct number [redacted].

Attention: Stacy.

On November 5th I got charge for the services of the Safe Home , I called and spoke to someone who stated according to Stacey notes she is working on your refund. I left her a message thanking her for the fast response. Then on November 24,th she sends me an e-mail stating that I needed to send a written request of cancellation and a paper that I sold my home which I did not.( her e-mail attachment)

To [redacted] Nov 24 at 2:57 PM

Please send us the requested closing docs for your account. Per our conversation October 7th 2015, I informed you that we needed written request to cancel service and closing docs if your home was in fact sold.

Stacey B[redacted]

Senior Account Executive

Safe Home Security

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

www.[redacted].com

I sent her back an e-mail stating I already send her my request on the 2nd of November what else she needed to cancel the services I no longer need. (e-mail attach)

To Stacey B[redacted] Nov 24 at 5:04 PM

I already sent you that request and I also told you I was not selling my house you need another cancellation note ill send you back the original note.

I did send her back the original note and today she sends me this note I'm not sure what else to do to just cancel a bad service please help. this is my the last e mail form Stacey.

Stacey B[redacted]

To [redacted] Today at 5:19 AM

It is the customers responsibility to maintain their phone services that allow the alarm to run and also to test their services monthly.

I called and left Stacey a message that I would let you know about this situation I am very tired of dealing with this simple matter that got out of proportion for someone who is not doing their job.Desired Settlement: I just want the services cancelled, I don't need an alarm system anymore and I don't want Safe Home to keep charging my account for services that I cancelled already please help.

Business

Response:

This account was cancelled on November 11th, 2015. There is no frurther obligation by either party.

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 got Safe Home Security in 2009. In 2012 the motion detector and the sensor on the back door broke. I always deploy so on my free time I scheduled a time for the service person to come and he claimed I wasn't home and said I had to schedule another appointment. He never came during the scheduled time because I was home waiting. The appt times and my schedule never seemed to match so my house has been unprotected for about 9 months. This is the worst service I have ever had. So I switched to [redacted] but when I called to cancel their service they have the nerve to tell me I have to keep paying for the worst service ever until August because they auto renewed unless [redacted] buys the contract out. This is unsat. If they wanted to get paid then they should have had better service.Desired Settlement: Stop billing me for service I no longer have.

Business

Response:

Called and left message for customer to set up a service call to correct any issues. We did set service in the past and could not confirm the customer was home. Will also explain the cancellation process when she call me back.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

To whom it may concern

Something is wrong with your website when I click reject the response it does not allow me to type in the body my reason why. I tried both on my iPad and a windows computer. I reject the response because I'm deployed. I'm no longer home to wait weeks for a repair person to lie and say they are coming. I'm always deployed hence why I needed a working security system. I checked my cell phone voicemail and they did not leave any such message. Next they will probably lie and say they haven't received my cancel service letter. I don't have time to worry about how unprotected my home is while I'm out here so I had to go with a reliable company like [redacted]. It's too late to talk about they will send someone to fix something. They should have done it last year when I was home and had the time. Since the service was horrible and since I don't have the service they should stop ripping me off. I work too hard to be scammed by these people.

V/r

Unsatisfied excustomer

Sincerely,

Business

Response:

Customer was giving my name and number and ext. We are more then able to set service and correct any issues the customer has. Again my contact info is [redacted].

Review: In 2014, we spent approximately eight months wrangling with Safe Home Security to fix a door sensor and fire alarm issue. In late 2014, we had to replace two doors on our house. We have since spent three months seeking service by the company (in addition to our monthly alarm monitoring fee, we also pay a monthly warranty fee for labor and parts). The company allegedly set up an appointment with an alarm technician. The technician never showed and upon follow-up, the technician knew nothing about our appointment. The second time, Safe Home had us set the appointment with the technician. The technician never showed. The technician indicated that Safe Home canceled the appointment. Safe Home denies this, though cannot explain why the technician never showed. The company, through several employees, has admitted it does not have the ability to service systems in the state of [redacted] (our original alarm company was bought out by Safe Home). Now the company is telling us to fix the system ourselves. So, we continue to pay a monthly monitoring and warranty fee for a system that does not function.Desired Settlement: We just want our system fixed and operational, so we can arm it for security purposes. After all, that is what we are paying for. Alternatively, we would like to get out of the contract because the company has made it clear it cannot service our system.

Business

Response:

Sending door contacts to customer and having customer service mgr [redacted] walk through programming them. also giving three months credit for inconvenience. Any further issues can be addressed to [redacted] at [redacted] ext [redacted].

Review: my alarm does not go off when we open front door and when we set it it says door failure or low battery I have call them 20 times to get a [redacted] man out.have been told several time that a ticket heve been done in a [redacted] will call to set up an oppointment,this have been going on since september 4,2015one lady told me that it was the battery and the [redacted] will bring it with him at my cost of 49.00 dollars ,he will contact you in 24 hours it been a month .they call on the october the 7th and said that they was cancel the [redacted] service order for the replacement battery because the alarm was not showing that any more it shows every thing is ok,I told her I still need the [redacted] to come out to close the panel door and to se why my front door,says failure will we turn on the alarm and does not go off when we open door she said ok I will send this to the [redacted] dept and somebody will contact you in 3 days on the 9th of octoberthe motion was set and went off on my daughter -in -law when she entered the houseshe didn't no the code to turn the alarm off had to wait on me by me been disable it took afew mintueswhen I made it in the alarm company call and I was not happy with the response timeonce again I was told a [redacted] will call me and she see that my alarm is showing low battery I told her to look at my notes a [redacted] was surpose to call and bring a battery but this was the 4th time I was told that ,she ensure me that a [redacted] would call this time and I would not have to pay for the battery a [redacted] will call in 3 daysthis was on the 9th of october the day is the 20th. I have left numerous voice messages with the resolution dept to try to see why I can't get service they have not call but they are getting my monthy payment I am disable in can not physical take care of myself or family.this is not fairDesired Settlement: it clearly shows they are not going to repair my alarm need to stop taking my money.refund me for the two months cancel my service agreement so I can get protect for me and family. due to the way I have been treated and lyed to by this company, we need to go separate ways

Business

Response:

October 28, 2015

To whom it may concern:

It was brought to our attention that Mr. [redacted] has filed a complaint against Safe Home [redacted] Inc. We have addressed all of his concerns regarding the service he needs for his alarm [redacted] system. We were experiencing a higher than usual service volume and was behind on service tickets. We were able to rectify the technical difficulty in the area and were able to provide Mr. [redacted] with service scheduled for November 10th, 2015. We spoke to the customer and apologize for the inconvenience and explained the delay in service and the reasons why. To compensate Mr. [redacted] for the time he went without a properly working system and gave him a credit on his account. Mr. [redacted] is satisfied with the decisions made and has no further requests. Shall you have any further questions please respond to the Revdex.com as stated.

Respectfully,

Stephanie L[redacted]

Customer Service Manager

Safe Home [redacted], CT [redacted] Ext. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:From: [redacted] [mailto:[redacted]] Sent: Monday, November 16, 2015 12:26 PM To: [redacted] Subject: [redacted] claim number ID[redacted] an agreement was made to have an [redacted] come out on 11/10/2015, this did not happen a person name jeffier call on the 11/11/2015 as a follow up. nothing at this time have been done to my alarm to protect me and my family. as of the 15 of this month,so at this point I am requesting that the service agreement between myself an safe home [redacted] come to an end,so I can get protection from a company tha can service me and my family.cause they clearly can't

Sincerely,

Business

Response:

November 17, 2015

To whom it may concern:

It was brought to our attention that Mr. [redacted] has filed a complaint against Safe Home [redacted] Inc. We have addressed all of his concerns regarding the services he needs for his alarm [redacted] system. A technician is scheduled to service the system on November 19th between 2-4 pm by our sub contractor [redacted].

We explained the service date to the customer and honored 2 additional months of free monitoring due to the wait of service, as an addition to the 2 months credited in October 2015. The customer now has a total of 4 months at no monitoring cost and is satisfied with the date given for service. Mr. [redacted] said he would be satisfied as long as the service is completed on the date provided. We have met all the customers’ needs at this moment and are not requesting anything further. Shall you have any questions regarding this matter feel free to contact me directly

Respectfully,

Stephanie L[redacted]

Customer Service Manager

Safe Home [redacted], CT [redacted] ###-###-#### Ext. [redacted]

Review: On January 9th of 2009 I bought first home gentleman came to my home and I signed 2 year contact I finished and actually stayed with them they kept calling so I could get into contract again saying rates by go up.I told them if that would happen I could look for another company .About a year ago I called in because had false alarm issue my brother had just passed and the alarm was triggered [redacted] answered and said they would take care of the 90.00 fee as I should be worrying about this with dealing with death was very nice.To this day they actually never took care of fee ,I am actually going pay out of pocket so when a gentleman came to my home to upgrade system to digital in February of 2014 he had me sign a paper I asked this does not put me in contract right as per [redacted] he said I would not be in contract because I fulfilled my last one .Contratc I signed had not months on its seems months were added to it.I have tried to get resolved but no one is calling me back or helping me I would like to cancel with them they are unethical l company.Desired Settlement: I do not want to be with this company I did not signed up for a 5 year contract and I would like to leave with out any fees or issues

Business

Response:

The customer signed not one, but 2 agreements for 60 months, the first was a price reduction to $29.99 a month. This was sent via mail, so the customer was full well aware of what they were signing.

When the customer communicated to [redacted] that they wished to have interactive services added to their cell phone, we updated their panel for free ($299 cost) and gave them a cellular back up unit ($199 cost) at no out of pocket charge, and updated the agreement to $39.99 a month. This agreement was collected by the technician at the installation of these parts. [redacted] communicated what the customer was signing, and why they were signing it.

The customer also has complained about false alarm charges not being paid for by the company. [redacted] went as far as to write 2 letters to the [redacted] to waive or reduce the cost of these charges. When the customer paid the charges without first communicating their intentions to the company, [redacted] gave the customer 5 months of service at no charge for signing the new agreement and to make up for any cost accrued through paying for the false alarm charges.

[redacted] was not only honest about what the customer was getting involved with, but went above and beyond to meet the customer's need. The 60 month agreement is valid, and will not be canceled.

Business

Response:

The customer signed not one, but 2 agreements for 60 months, the first was a price reduction to $29.99 a month. This was sent via mail, so the customer was full well aware of what they were signing.

When the customer communicated to [redacted] that they wished to have interactive services added to their cell phone, we updated their panel for free ($299 cost) and gave them a cellular back up unit ($199 cost) at no out of pocket charge, and updated the agreement to $39.99 a month. This agreement was collected by the technician at the installation of these parts. [redacted] communicated what the customer was signing, and why they were signing it.

The customer also has complained about false alarm charges not being paid for by the company. [redacted] went as far as to write 2 letters to the [redacted] to waive or reduce the cost of these charges. When the customer paid the charges without first communicating their intentions to the company, [redacted] gave the customer 5 months of service at no charge for signing the new agreement and to make up for any cost accrued through paying for the false alarm charges.

[redacted] was not only honest about what the customer was getting involved with, but went above and beyond to meet the customer's need. The 60 month agreement is valid, and will not be canceled.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My first aggrement was 36 months not 60 months they should read the contract when person did he crossed 60 months and put 36 months they have contract ,also I have numerous emails for Mr.[redacted] also there new agrrement and the one that I have dont match up I have copy theres has mr [redacted] signature mine doesnt also the months free was because of issue had nothing to do with the false alarm issue .When I first to mr.[redacted] he said I will give you 5 months for free plus take care false alarm issue also he knew that I did not want contratct I had been out contract for years why would I go back in one he said that because I had finished a contract I would not be in one I have try numerous times to contact and he will not return my calls also a Mr. [redacted] had me forward email and also wont return my calls.When the tech came to upgrade system I asked why I was signing he called jamie and he said because of new equipment not 60 months contarct I am the consumer and they are treating me like I would have something to lie about and not to try to resolve with calls back is so not customer friendly the only person that called me to have a tech come look at sytem on monday was a mr .[redacted] that is it.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My first aggrement was 36 months not 60 months they should read the contract when person did he crossed 60 months and put 36 months they have contract ,also I have numerous emails for Mr.[redacted] also there new agrrement and the one that I have dont match up I have copy theres has mr [redacted] signature mine doesnt also the months free was because of issue had nothing to do with the false alarm issue .When I first to mr.[redacted] he said I will give you 5 months for free plus take care false alarm issue also he knew that I did not want contratct I had been out contract for years why would I go back in one he said that because I had finished a contract I would not be in one I have try numerous times to contact and he will not return my calls also a Mr. [redacted] had me forward email and also wont return my calls.When the tech came to upgrade system I asked why I was signing he called jamie and he said because of new equipment not 60 months contarct I am the consumer and they are treating me like I would have something to lie about and not to try to resolve with calls back is so not customer friendly the only person that called me to have a tech come look at sytem on monday was a mr .[redacted] that is it.

Sincerely,

Business

Response:

As explained previously, both agreements that the customer signed that were brokered by Mr. [redacted] were 60 month agreements. The reason the customer's agreement may not match the one the company has on file is because the company had to upgrade the service, thusly Mr. [redacted] had to broker a new agreement.

The company maintains their position, the agreement is valid and will not be canceled.

If the customer requires service, they may contact myself, [redacted] Assistant Director of the Customer Care Dept. at [redacted]

Business

Response:

As explained previously, both agreements that the customer signed that were brokered by Mr. [redacted] were 60 month agreements. The reason the customer's agreement may not match the one the company has on file is because the company had to upgrade the service, thusly Mr. [redacted] had to broker a new agreement.

The company maintains their position, the agreement is valid and will not be canceled.

If the customer requires service, they may contact myself, [redacted] Assistant Director of the Customer Care Dept. at [redacted]

Review: My name is [redacted] and I am emailing you to file a complaint against a security company called "Home Safe Security." I checked online for a license number, my paperwork and I called them and unfortunately, I couldn't find a license number. I spoke with someone that works in their Consumer Service Department but they said, they couldn't find their license number. I hope you can still help me. My problem is, the alarm will not stop buzzing. Its been making this sound for 2 days. I spoke with several individuals and tried everything they suggested and noting works. Last night someone from the police department showed up at my house around 11:00pm or 11:30pm because they received a call from the alarm company. I explained to them what's been going on. It will cost me $75.00 for the visit last night to my home. I don't want to be accountable for the police officer coming to my home and having to pay for the visit. The alarm company told me that the soonest someone can come to my home would be Monday, Nov 25th. I need the buzzing sound to stop, now. I need your help. When I spoke to their Supervisor, she was not trying to help me. She was very argumentative with me. Very controversial and aggressive. I would like someone to come out today to fix my alarm system and I want to end my contract with them. I don't have the contract with me because I'm at work so I can't give you the date and month that I entered the contact but I can later. Please help me!!!Desired Settlement: I would like the problem to be fixed and I would like to be released from my contract with this company.

Business

Response:

Ms. [redacted] is a customer of [redacted] located at [redacted]. Their telephone number is [redacted] Monitoring is a third party wholesale monitoring company that provides monitoring only. Ms. [redacted]' contract is with [redacted], we only monitor the accounts for [redacted] , we do not services their accounts we only provide the monitoring to [redacted], therefore we are unable to cancel her contract or provide service to her. She needs to contact [redacted] directly.

Business

Response:

Reviewed the account and customer called in with a low battery trouble beep on 11-21-13. Wanted service that day, and we tried to assist in clearing the beeps until we could service. We did service the account on 11-23-13 and replaced the battery free of cost (49.00) System is working fine and I left a message with the customer with my name and ext. I also pulled the calls in question, and disciplined the CSR who could have handled better. This customer just re signed in Feb-13 for five years, and I will credit out one month (40.49) for her inconvenience. Any future questions can be directed to myself. [redacted].

Review: I have been with this company since 2008. On March 17th 2014 I called in to place an order and have an additional smoke detector and medical pendant installed in my home. I was simply adding more services to my existing account. I called in on October 12th 2015 to have my services disconnected. I was going to to switch companies. Upon calling they had stated that I would be charged with a $2000 cancellation fee. I was informed two things, first they renew contracts automatically every five years without consent. They had stated that I would have had to write a letter to the company 60 days prior to the contract ending to cancel. To me this seems like a trap and ploy to lock customers into a contract without their discretion. It is hard enough to remember when a one or two year contract is expiring let alone a five year. It is unrealistic. The second thing I learned was when I added these two pieces of equipment to my home they renewed my contract. I was not made aware of this. I did not want my contract renewed. I have always paid my bill faithfully and been a loyal customer.Desired Settlement: I want my contract ended with no cancellation fees as it was not brought to my attention that this is what was occurring when I added the smoke detector and the pendant. I also was not aware that after five years of service they renewed my contract. I assumed I was contract free since 2013.

Business

Response:

This account is not able to be canceled at this time. A five year contract is in place until March 17, 2019.

Review: Dear Revdex.com, My contract with SHS (Safe Home Security) was originally 3 years that started in August of 2009, and then annual renewal. At the end of the fifth year I attempted to cancel service in July of 2014. I have not used my service since my 4th year of service in 2013. I e-mailed in the cancellation request as requested, however SHS refused to cancel my service. I thought I had complied with their demands in the summer (July) and I received bills after returning from a military deployment in September requiring payment for additional months. SHS claims I missed the window to cancel my service in August, but I initiated action in July. I feel like the customer service rep at SHS is rewarded to retain customers and did not follow through with my request. I made multiple calls in Sep, Oct and Nov 14 and ultimately cancelled my credit card payments and changed my credit card number to avoid future charges. I filed a claim with [redacted] credit card service and I can provide the result if necessary. I have been receiving a bill for $465 to cancel service and received multiple calls with threats about not paying affecting my credit. Please help me correct this situation. Thank you. V/R, [redacted]Desired Settlement: I would like to cancel service as I requested in July, 2014 and never be contacted about bills owed again. I have not used the service since 2013 and feel like I have been trapped.

Business

Response:

Even though this customer is in a 1 year renewal under contract, in the essence of outstanding customer service we will release him. Please allow 30 days for this to take effect and disregard any invoices or corresponence recieved prior to that time.

Review: I have completed my contract with Safe Home Security in July 2015. I have sent a cancellation letter May 5, 2015 which is 60 days prior to the automatic renewal date of July 14, 2015. I have made weekly phone calls to them to verify that the cancellation letter was received; which they claimed they have not received. I have mailed my payments to them over the years of my contract and they have always received my payment on time never once it was misplaced or never received. I refused to believe they did not received my cancellation letter. No, it was not mailed certified but neither was my payments over the years that they received every month. On June 10, 2015 I sent another cancellation notice via email staying this was the 2nd cancellation notice sent to them. I have called the cancellation department several time asking them to please locate this letter because it was clearly sent in the appropriate time frame. It is not good business ethics to have an issue suddenly come about when a

customer do not wish to renew their contract with them.Desired Settlement: I would like Safe Home Security | [redacted] to end this automatic renewal contract that I did not agree to. I gave proper notice to this company. If anything was not handled correctly it was on their end.

Business

Response:

The customer was working one on one with a customer service represantative throughout April and May in an attempt to have the alarm serviced, replacing a motion detector, and having their service upgraded. The first attempt of cancellation was via phone call on June 1st, 2015, after we had already sent out the upgraded Cellular Unit for the alarm. Although we haven't done wrong by this customer, we will still go above and beyond by cancelling the account when the part is sent 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.

They will cancel my account.

Sincerely,

Review: I am writting this to complain about this company and their crazy antics. back in July / August of 2012 I requested that they cancell my account and send me a bill for the balance I owe. They informed me they had just acquired my previous company and could not find my file. I Faxed in written paperwork but they never cancelled my account.I have spoken to them several times and each time I request, yet again for them to cancell my acoount dating back to July or August at this point either month will be fine its been so long I just want this matter resolved. Well they havent cancelled the account and now are trying to collect as of August 10. 2013 $693.53 which I am refussing to pay on the principle they continue to charge me for a security monitoring that I am not even using because I requested the account cancelled. My contract was for 3 yrs and I met that obligation and never renewed a contract with them so how this works is beyond me please help me with this matter of being ripped off by a conartist company and their scam.Desired Settlement: Remove from all three credit reporting agency clear up any delinquencies and written apology for turmoil that I have incurred

Business

Response:

We are cancelling the account and updating the consumers credit reports. Please allow 30 days for this process to complete. Ignore any invoices or correspondence received from us until then.

Review: RE: Cancellation of service with alarm company. I have been working since February 2013 to cancel my account. It wasn't until end of April that a senior account executive with the company worked to offer a buyout on the account. When I tried to contact this person to make arrangements for the buyout payment, I continually got voice mail. Tried to call many times. Eventually, I received a call from someone else saying that person no longer worked at the company and that the account was transferred to another senior account executive. I finally reached this person after numerous attempts and was told to send a check to the company. Check was sent and deposited by the company in August 2013. On 9/17/13, I received a bill from the company that doesn't make any sense. I called the company to inquire why I was receiving a bill. I don't get any answers and am transferred to the senior account executive who is handling my account. Of course, I have to leave a message. Thus, a second call to the company because I want to speak to someone today to get this matter cleared up. Still no call back. It's difficult for a working person to handle this type of situation from work so it's quite frustrating that I continue to get the run around and no resolution to a simple matter that has dragged on for months....especially when I thought it was finally resolved.Desired Settlement: I would like a written statement from the company that no more money is owed them. It was agreed upon through an email from the company that once Safe Home Security received the buy out payment there would be no additional money owed on the account, and that Safe Home will be able to cancel the account in February 2014. This meant that service would continue through February 2014, and I would be paid up.

Business

Response:

Safe Home Security has received the buyout amount and the customer does not have any balance. They are now paid up through the end of their agreement through Feb 2014. This should close the complaint numbered [redacted]

Review: I had renewed my contract with Safe Home Security several years ago, after I was told me they would reduce the billing cost and cover anything that goes wrong with the system under warranty. We had constant problems with the system and, when I brought up some of those issues last year, I was told that the unit may need a new battery, which was not covered under my warranty (although I was specifically told it covered batteries previously). I was told I could either pay a large sum for a replacement battery or they could raise each bill by $5 from that point on to cover the cost. I advised them to just raise the billing cost by $5 and install the battery as they had no interest in hearing about how I was previously promised batteries were covered. An extremely rude service tech came out, replaced the battery, and asked me to sign a document stating he was there -- which I signed off on. The alarm system continued having issues (going off randomly and without reason) so we stopped using it all together in September 2014. I spoke to a moniotring rep regarding the issue and was promised a call within 24 hours to discuss further repairs, which never happened. Since that time, I've left my house due to divorce/financial issues and have asked SHS to cancel my contract. They not only have refused to do so, but have advised that the document I was asked to sign by the service rep was actually a contract to extend my service to 2017. This was never discussed with me once. The alarm system still doesn't function correctly and there is no one living in the home where it was installed.Desired Settlement: I wish to have my contracto cancelled immediately and outstanding charges dropped for the length of time the alarm system has gone unused.

Business

Response:

Per the service ticket set by our customer service representative, [redacted], in August of 2014, which the customer saw and signed, the customer was made aware that there would be a new agreement collected by the technician with $5 increase in the rate. The company will close the agreement at receipt of 90% of the agreement terms.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

The customer service rep I spoke with never advised that there would be any extension to my contract, only that my bill would increase by $5 per month for a battery that I was previously promised was covered under warranty and which wasn't even the problem with the malfunctioning alarm in the first place. The technician that came out to my home to replace the battery was extremely rude and also never said anything about any new agreement but rather had me sign a document that I was under the impression was a work order to show he was there to complete the battery replacement. The fact remains that my system did not function properly and that Safe Home Security is refusing to end the contract on an alarm system in a home that. at this point, I no longer reside in. There are several instances of deceptive business practices at play here and my next call is going to be to the [redacted] if Safe Home Security refuses to acknowledge this and end our contract without penalty.

Sincerely,[redacted]

Review: We had this home security system installed when we built our home in 2005,we were very pleased with the service for the first few years, with [redacted], since Safe Home Security has taken over the account even in the last few years when a (FC) signal was on our panel, the alarm system was still working, due to it called the local police when it was set off by us accidentally. But last year (2013) our panel was peeping & 6f signal was on the panel and other issues, We were told the battery to box(not the panel) needed to be replaced, they sent us a battery, we kept until the service tech([redacted])came out this year (2014) on his 1st service run, when he went to install battery, said SHS had sent wrong battery, And he stated system was outdated and he was having extremely hard time working on this (2005) system. He sent back not only the battery but also the sensor that attaches to door frame that had came off to also be replaced that SHS sent that was also wrong Sent Back to [redacted], whom we had called and said if parts were sent back we wouldn't be charged, I called and she received the wrong parts, & also resent the correct battery, [redacted] was contacted by us to come and install battery, 2nd time he came I ([redacted]) took off from work to wait for him due between 8-10am...I received a call from SHS later that day to schedule another apt, told them [redacted] had not showed up, when my wife came home from her appt. we found a note left by [redacted] stating he had been there that morning, I asked him why didn't he ring the door bell or call phone# stating he was outside,, said SHS tells them to knock and NOT to ring door bell to home, I found this strange , since I was home, but then when [redacted] and with a 2nd tech, came back to install battery (May 2014),,They stated again they are told by SHS to not ring doorbell,,When they installed this battery, about 1/2 hour later panel is beeping again, and we call [redacted] back said to call SHS again, BEEPS At Random now with 91 check even when alarm is off.Desired Settlement: We have not had a home security system that works properly since 03/14. My wife called and talked with [redacted] at least he was one that seemed generally concerned, even when we were charged $104.99 in May, my wife disputed the charges for paying $35.99 + $70 service fee, and [redacted] called and said the company WOULD NOT REFUND but they would give it back in 06/07/&08-2014 monthly credit of our $35.99,Our 1st choice is to be let out of contract with no penalty, 2nd replace alarm w/no charges!

Business

Response:

Having Customer service rep get another tech to complete the service issues and give credits. [redacted] will be calling to confirm date.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I tried to cancel my account a year ago, by sending a letter in July 2012. They continued to charge my account. When I called today, [redacted] argued with me and told me it was his decision to cancel the account and continued to ask me questions that were none of his business. There was no reason for him to not comply with my wishes. They also tried to blame me for not knowing that my account had been transferred to them from another company. I don't feel that it was any of their business as to why I wanted to close the account, the only thing that they needed to know it that I wanted it cancelled.

Desired Settlement: DesiredSettlementID: Refund

I would like to receive a refund from the time that I sent in the letter to now. I also do not want to pay anymore to this company and I want my account closed.

Business

Response:

Business Response /* (1000, 5, 2013/06/18) */

A letter of cancellation was received on July 10, 2012. Safe Home Security sent out a letter in response to this request asking the customer to contact Safe Home Security to finalize the cancellation request. Ms. [redacted] did not call Safe Home Security to do so. Ms. [redacted]'s account had been assigned to a Senior Account Manager [redacted] Mr. [redacted] made several attempts to reach Ms. [redacted] to confirm the request to cancel. Messages were left to Ms. [redacted]'s answering machine on November 12, 30, and December 07, 2012. On December 18, 2012 Mr. Callahan was able to reach Ms. [redacted] and was able to have a one minute conversation before Ms. [redacted] abrubtly ended the call by hanging up on Mr. [redacted] During this call I, [redacted] was able to verify that Ms. [redacted] did indeed hastily confirm her cancellation request. Two additional calls were made to reach Ms. [redacted] on January 29, 2013 and February 25, 2013. Mr. [redacted] position is to ensure that the customer fully understands the risks of cancelling the monitoring of burglary and fire detection before permanently terminating this service. The monitoring service remained active due to the fact that Ms. [redacted] did not allow for a professional conversation expressing her reasons leading to her ultimate decision to cancel her monitoring service. Not until June 7, 2013, did Ms. [redacted] call Safe Home Security to finalize her cancellation request. During the time it took Safe Home Security to reach Ms. [redacted] to confirm cancellation, the monitoring service was provided and utilized in Ms. [redacted]'s home. In good faith Safe Home Security will issue a refund for the months of January 2013-June 2013. Seeing as I was able to locate Ms. [redacted]'s cancellation request in December, a six month refund in the amount of $269.94 will be sent to the home address of [redacted] CO XXXXX. The account has been canceled and no further monitoring or billing will occur.

Consumer Response /* (2110, 7, 2013/06/25) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Review: I have an ongoing dispute with this company. The system hasn't worked in a year but I have a contract. As a way to get me to sign a new contract they performed a free system repair. The system continues to not function as expected false alarms, sensor malfunctions and more so I refused to sign a new contract for a service I cannot possibly receive. They threatened me to send me to collections for the service, which I never received a bill for, and I refused to pay. They now it appears that they just put it on my credit card without my permission. Their salesman [redacted] had the service authorized as no charge from his manager who has left and apparently no one will honor that. [redacted] was transferred to collections and will no longer assist in correcting this matter. On my last phone contact with this company in April I was told that the vice president would call and that never happened and then I noticed that they charged me the service call along with my useless monthly service charge.Desired Settlement: I would like the charge of $90 refunded to me and any personal credit damage corrected.

Business

Response:

Having Service mgr call and set up the field mgr to personally complete the service call and do a full inspection . [redacted] spoke with customer and issued a credit on account and is setting [redacted] up with the service ticket upon confirming with the customer today after 3p.m.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I accept the credit for the repair work that did not fix the

problems with my system. The offer of repair is with the caveat that I

sign back up for another contract. This is not a good faith measure on a

system that has not been usable for the majority of the current

contract.

Sincerely,

Business

Response:

Service mgr to inspect and correct any issues with system and not collect a new agreement. This will be our last service call (89.00) free of charge.

Review: I am filing this complaint against Safe Home Security which provides residential and commercial security systems. I signed a 3 year contract with Security One on 2/19/2012. Later it became apparent that my contract had been transferred to Safe Home Security located in [redacted]. Within the first year of service I noticed this is not a company I would like to stay with due to bad and unreliable service but I had to wait until end of my contract to cancel. On January 2015 representatives from Safe Home reached out to me to renew my contract but after a 3 bad years I did not want to continue. However, every time I wanted to contact anybody to find out what I needed to do to cancel, I had to listen to a long sales pitch offering me the world for free! Excuses for their bad service and so on….But every individual (S[redacted], M**,etc.) agreed that with 30 day written notice, my contract should be cancelled and the last day was 2/19/15. After 2/19/2015, last day of my contract, my contract should have turned to month-by-month per what I had signed. I sent them a written request on 2/5/15 with all the information they had requested expecting to get cancellation notice by March 19th. However, I received a letter that my contract ends on 2/19/2016 and I needed to provide 60 day notice! It was like a form letter without any proper investigation!! So I called again to S[redacted] and she confirmed and said to ignore the letter, but again a long pitch of the free world, but eventually agreeing to forwarding my cancellation request. In March 2015 I left a message for S[redacted] reminding her of my end of contract, of course I did not get a return call. I got nothing…

In April 2015 I noticed [redacted] withdrawal amount of 33.99 from my bank account as my contract still being active. I have been passed around from one phone extension to another without being able to talk to any executive at the company. I have asked my bank to place a stop payment on [redacted] transactions from Safe Home but they change their company id every time. I am stuck!

I must say that I have already filed a complaint against [redacted]Desired Settlement: I would like my contract to be cancelled as of March 19, 2015 immediately like any other normal business and refund issued for [redacted] withdrawal for month of April 2015.

I would like them to stop harassing the consumers at the time of contract cancellation when valid.

Business

Response:

The company has canceled the account, and the refund shall be issued to 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. This resolution would not have been possible without Revdex.com's help.

Sincerely,

Review: Our original security system was installed 5 years ago by a company whose business or contracts was purchased by Safe Home Security Inc. The original contract was only for 3 years. This means our service with Safe Home Security should have been considered a month to month service agreement. Approximately 3 months ago we signed a contract with a new security service company. Both the new company and I informed Safe Home Security to cancel the service they had been providing. I was informed 1 month later that I have a new 3 year contract that still has two years of service on it. Neither I, nor my wife, signed a new service contract with Safe Home Security, ever, after the original contract from 5 years ago. I feel the current contract is invalid and was potentially renewed illegally. The last time I contacted Safe Home Security by telephone, approximately 1 month ago, I was informed that the only way to cancel the service contract was to pay off the remaining 2 years of service. This for a contract that was never signed or agreed to in the first place. As of right now, Safe Home Security is trying to bill me for service they were not contracted for and are not providing.Desired Settlement: I want the supposed past due charges waived. And the service cancelled without any charges or billing incurred by me.

Business

Response:

We sent agreement to customer and have left messages to re install our equipment or offered a buy out amount. Waiting on response from customer. Any questions , please contact Romaine R[redacted] at ###-###-####.