Safe Home Security, Inc.

THESE CROOKS CAME TO OUR HOME AFTER CALLING MY THEN 79 YEAR OLD GRANDMOTHER WITH ALZHEIMERS AND DEMENTIA. SHE UNKNOWINGLY AND KINDLY LET THESE PEOPLE IN OUR HOME AND SIGNED A CONTRACT FOR AN IN-HOME SECURITY SYSTEM. THEY TOOK ADVANTAGE OF HER STATE OF MIND. WHEN WE GOT HOME FROM WORK AND FOUND OUT WHAT SHE HAD DONE WE IMMEDIATELY CALLED AND KEPT CALLING THE # THAT WAS LEFT AND RECEIVED NO CALLS IN RETURN OR ANY RESPONSE WHATSOEVER. IN FACT THE NEXT THING WE HEARD FROM THEM WAS A BILL FOR A RIDICULOUS AMOUNT OF MONEY CONSIDERING MY GRANDPARENTS ARE ON A FIXED INCOME OF SOCIAL SECURITY ONLY. SINCE THEN WE HAVE TRIED CALLING THE BILLING INQUIRY # AT VARIOUS TIMES OF THE DAY BOTH AS EARLY AS 6:30 AM AND AS LATE AS 9PM PST AND EVERY TIME WE ARE EITHER 1ST IN LINE OR 2ND IN LINE FOR THE NEXT AVAILABLE CUSTOMER SERVICE PERSON BUT WE ARE STUCK IN AN ENDLESS ON HOLD LOOP WHICH IS NEVER ANSWERED. WE HAVE NOT BEEN ABLE TO CANCEL THIS CONTRACT THAT SHOULD NEVER HAVE BEEN SIGNED IN THE FIRST PLACE. THE SYSTEM DOES NOT WORK AND WE NOW HAVE THE UNSIGHTLY BOX ON OUR HALLWAY WALL THAT DOES ABSOLUTELY NOTHING FOR US. THESE PEOPLE ARE A BUNCH OF CROOKS AND PREY ON THE ELDERLY. THEY SHOULD BE ASHAMED OF THEMSELVES

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: 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 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: 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: I have been trying to cancel my mothers contract for 1 year with safe home security , they will not let me cancel. It was always beeping for no reason. They would send a technician out to fix it. It would stop beeping for awhile and start again. Then another technician comes out and it the same thing. It was disturbing us very bad even while we where trying to sleep. I've had a note attached to my bedroom door since October 2013 to remind me to cancel before October 2014.The contract is renewed every October 27th. I was told last year that I had to write a statement asking for my contract to cancel but it was too late last year for me to do so, because October 27th had past . This year I called and ask to cancel and was told to send in the written statement. I sent it in September of this year. I received a letter saying I had to send it the request 60 days prior to the contract renewal date. No one told me this last year when I tried to cancel or in September of this year. The contract was automatically renewed and I don't want to renew the contract at all. I have repeatedly tried to cancel I do not wish to have or continue this service but safe home security will not cancel the contract. I told them I will not send in another payment. This is my mothers account and she has Alzheimer’s. She cant walk, talk, or eat and she has a feeding tube and is bed ridden. She has a hospice nurse and someone has to do everything for her. Safe home security is aware of her condition and still will not cancel her contract. I told them I will not pay another bill on the behalf of my mother .They told me it would go to collections and make her credit bad . What can my mother do with credit in her condition that is not expected to improve. I told the supervisor that they are only running up a bill that they are not going to get paid for.Desired Settlement: I want the contract cancelled

Business

Response:

Safe Home Security will honor the customer's request and close the account with no additional billing or 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,

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: 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: 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 was a customer of Safe Home Security between the years 2006 and 2009. I signed a 3-year contract with them in exchange for monthly monitoring of my house. Near the end of my contract I was contacted by someone from SHSs sales dept asking me to renew my contract. I decided not to renew and told the sales person this over the phone. I was already paid up until the end of the contract so no more money was due at that time. I was asked to send my cancellation request in writing which I did and mailed to an Account Rep named [redacted] Hips. I got an email from [redacted] in July 2009 stating she received my cancellation request and sent it to SHSs Cancellation Dept. I asked [redacted] to have a letter sent to me confirming the cancellation of the service for my records. A few business days later I got the cancellation letter sent to my house. I started receiving bills in the mail charging me for a new contract which I did not sign up for. So I sent an email to the account manager listed on the bill, [redacted], as well as the original account rep, [redacted] Hips. They said they would look into and make a note on my account.After receiving another bill in the mail I spent many afternoons making calls to SHS to find out why this was happening since I was no longer a customer. I spoke to several people from different departments. I finally got to the bottom of the issue. SHSs billing system automatically renews contracts for customers unless someone from within the company tells them to not renew. For some reason there was an internal miscommunication within SHS and between the Accounts Cancellation department (which issued me a cancellation acknowledgement letter) and the Billing department which automatically signed me up for another contract.This caused their Collections dept to think I was being delinquent and reported it to the credit agencies. All because their computer systems are on auto-pilot and departments within SHS do not communicate effectively with each other.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I need Safe Home Security to contact the three credit agencies and let them know that the collections charges they filed against me were incorrect and should be removed immediately. Also, I would like Safe Home Security to provide me a letter acknowledging that this was a mistake on their part so I can provide that to my mortgage broker which will allow me to continue with the process of securing a loan for the home I am trying to buy for my family.

Business

Response:

Business Response /* (1000, 8, 2013/04/19) */

Contact Name and Title: Douglas Hallowell, VP

Contact Phone: [redacted]

Contact Email: [redacted]@safehomesecurityinc.com

Since the account has been cancelled for 2 years it is hard to evaluate what did or did not happen. As a courtesy we will update Equifax and TransUnion to read closed, paid, never late. We do not report to Experian. Please allow 7 to 10 days for the bureaus to update and use this correspondence to provide your lender.

Consumer Response /* (3000, 10, 2013/04/23) */

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

I do not accept the settlement as it falls short of my desired resolution. I do appreciate the update to the credit bureaus to change the account status to closed, paid, and never late. That was the right thing to do.

However, I still would like a letter sent to me from SHS acknowledging that this was a mistake on their part and with a detailed explanation of what happened. The reason why I want a letter such as this is because of this statement in the reply from the company: "Since the account has been cancelled for 2 years it is hard to evaluate what did or did not happen".

First of all, the account has been closed for approximately 4 years. I have a letter and a couple emails from SHS that state this. So the information that I am getting here still does not appear to be accurate. This is the first reason why I would like a letter explaining the details.

Secondly, I have a real problem with this statement because it confirms my suspicion that this will happen again. This is the 2nd time this same issue has occurred since my account was closed properly in 2009 (4 years ago). Every couple years since my account was first closed, I have had to react to SHS's claims that I have an active account and that I owe them money. So in anticipation of this happening again I need some detailed documentation from SHS that I can reference for next time. This would help me expedite the process.

Thirdly, I think a letter of explanation would really put an end to this as it would cause SHS to research the account in detail and update the right settings in their systems to stop it from happening. This should solve the mystery of why my account keeps getting reactivated and it will no longer be "hard to evaluate what did or did not happen". It might take a little work to do but I'm pretty sure it's possible. I have kept all my records of correspondences with SHS and can provide evidence to validate what happened from my perspective. If SHS needs me to provide any letters, email correspondences, or my original contract I will be happy to help them. Also, from my extensive phone conversations with many SHS employees I know there are comments attached to my account that can be referenced. The details are there.

If I get a letter explaining the details of why this occurred then I would be happy to accept this response and resolve this complaint.

Business Response /* (4000, 12, 2013/04/29) */

We have nothing new to add, you may save this for future reference. Resolution was provided to you as your originally requested as mentioned above. There will no additional letters or correspondence.

Review: I am taking the time to write because I feel that Safe Home Security is being deceptive with people who are looking to secure their homes with alarm systems. I was interested in having an alarm system installed in my home and had contacted and researched a number of companies regarding their home security systems and the cost. Most companies were similar in cost and what they offered. During that time I attended a home show in Hartford and meet [redacted] a Safe Home Securities sales representative who told me that I had won a free alarm system (I knew I hadnt won anything, but as I said I was interested in a home alarm system) all I had to do is sign a 24 month contract for monitoring service (which I did) and after 24 months I had the option of continuing or cancelling the monitoring service. I decided that I would cancel once my 24 months were up but didnt get around to it until 28 months later, and was told that no, I didnt sign up for 24 months, I signed an agreement for 60 months. What bothers me is that the sales rep [redacted] and I had a detailed conversation about signing for the 24 month service and what I had to do to cancel, he assured me that I would be very happy with the service, but if I decided to cancel, that would not be a problem. I am very upset with myself for not paying closer attention to what I was signing and disappointed with Safe Home Security and [redacted] for intentionally telling me one thing while having me sign for something else. [redacted] knew without a doubt that I was of the understanding that I was signing for 24 months of monitoring service not 60 months.Also, as I reread the contract I realized that if I dont cancel at least 60 days before the contract is up I am automatically signed up for another 12 months.If I get nothing else from this, I want people to know and be very aware of whats in their contract and what they are signing. Dont only look at the top page, but also reread the so called carbon copies underneath.

Account_Number: JXX XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to cancel my service and move on.

Business

Response:

Business Response /* (1000, 8, 2013/08/29) */

We are very sorry to hear of Ms. [redacted]'s situation. We have reviewed the agreement which reflects the approved term for 60 months. Safe Home Security has acknowledged Ms. [redacted]'s complaint regarding the verbal agreement between the sales representative and herself. We do not condone this business practice and will do our best to communicate this inappropriate behavior to all of our sales employees. The agreement will remain in effect for 60 months.

Consumer Response /* (3000, 10, 2013/09/03) */

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

I am not surprised that they are responding with the fact that they have an contract that reflects a 60 month agreement, not sure how that happened other then deception. As I initially said, that was not my expressed desire or understanding, we only discussed 24 months, we had a detailed discussion about the 24 months,and it took some convincing for me to sign. The first I heard about the 60 month's was when I tried to cancel. Safe Home Security, Inc. has a real scam going on and I hope that someone with authority takes the time to check into their dishonest practice and stops them before they have an opportunity to take advantage of any one else. I know as well as they do, that once you sign a contract by law you have to honor it, that's why I would never have knowingly signed a 60 month agreement for any type of service. I am not happy that I am stuck for almost 4 more years with service that sucks. Please let me know if I have any other option.

Business Response /* (4000, 12, 2013/09/07) */

Ms. [redacted] states our service [redacted]. The account has only been installed since April of 2011. The first attempt Safe Home Security made to reach out to Ms. [redacted] was May 11, 2011. Safe Home Security performs installation surveys which are surveys that allow the customer to voice any concerns or objections to the performance of the installation, the operation of the equipment, and the overall sales/installation experience. On that phone call, Ms. [redacted] stated she did not have time for a survey and also requested not to be called back by Safe Home Security. On May 25, 2011 Ms. [redacted] contacted Safe Home Security to request a "certificate of installation" so that she may forward it to her insurance company. Most insurance companies require this certificate in order for the mutual customer to receive a discount on their homeowner's insurance policy. Safe Home Security provided the certificate to Ms. [redacted]. The final communication occurred on August 8, 2013 in which Ms. [redacted] requested to cancel her service. She stated that she was told she had a 24 month agreement, but after reviewing her copy that she had from the original install, it indeed shows a 60 month term. Ms. [redacted] proceeded to threaten Safe Home Security with the Revdex.com complaint if we could not cancel her account as requested. Safe Home Security offered Ms. [redacted] a two month credit and a free service call to attempt to appease her. The reason for cancellation is unknown, Ms. [redacted]'s perception of our service "sucking" is unknown, and the reason for her decline at an attempted solution is unknown. This complaint is unjustifiable.

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 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: Billing and dishonest services. Charged incorrectly by Safe Home and have yet to receive correct credit. Trying to take money out of our account without our authorization.Desired Settlement: Refund and end service with out any termination fees or credit issues.

Business

Response:

I spoke with [redacted] and resolved his concerns. We agree on sending a check for 69.98 which was charged to his account in error due to the new agreement not being entered in time. We also will credit out the month of February due to the inconvenience of the situation. I gave [redacted] my name and contact information if needed in the future.

Review: I was told I won a free home security system. When they came to install the system they gave me a paper to sign and the tech told me it was just to confirm I received the Free system and that it was installed. I was also told at that time there was no contract that I could discontinue the service at anytime. There was a monthly monitoring fee involved which I paid for 1 1/2 years. I tried to cancel the service and was told that I couldn't that I signed a 5 year contract. I told them I hadn't that I just signed the confirmation of receipt and that I was told there was no contract when they installed it. I asked my daughter Cindy Henninger to get involved in the matter. She initially called the Cromwell office and the customer service person she spoke with was very bellegirent and told her she couldn't. She then spoke to someone at the home office who told her there was no contract and that they would cancel the service. We were under the impression it was taken care of until my bank questioned who SHS was and that they were continuing to deduct the payment from my checking account on a monthly basis. We instructed the bank to stop all future payments. I received a letter from SHS stating when they tried to take a payment it would not go through. The letter they sent stated: We are sending you this notification in hopes you will re-enroll in a timely manner. If there was no response you will be automatically be billed on a quarterly basis Your first bill will include the payment missed, a $20 return processing fee, the next 3 months plus a $3.00 processing fee. If you call within 72 hours of receiving this letter we will waive the $20.00 fee. If you have any questions r if you wish to re-enroll you may reach us @ ###-###-#### and select option 2 then option 3. Please note the normal monthly fee for the monitoring was $37.99. To date we only missed the one payment of $37.99 which was when we canceled. Now they sent a bill stating a previous balance of $95.98 plus monitoring 04-01 - 07-01-14 @Desired Settlement: I want my account closed out. I had gone back to a local company here in PA., and had their equipment taken out several months back and they are still charging me for monitoring which is impossible since their equipment is not hooked up. We had asked them to send a call tag if they wanted it back but nothing ever came even thou it was my free prize.

Business

Response:

THE SECURITY SYSTEMS ARE INSTALLED AT NO COST, WITH A SIGNED AGREEMENT, WITH STATED TERMS. DID THE CUSTOMER READ WHAT SHE SIGNED? IT CLEARLY STATES ITS AN AGREEMENT FOR MONITORING SERVICE, WITH THE TERMS IN BLACK BOLD PRINT. THE TERMS OF THE CONTRACT NEED TO FULFILLED. IF THE CUSTOMER CHOSE TO GO TO A LOCAL COMPANY, KNOWING SHE WAS STILL IN CONTRACT WITH SHS, AND HAD OUR EQUIPMENT REMOVED, THAT WAS HER DECISION, BUT DOESN'T NEGATE THE CONTRACT.

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: 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 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: 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.

Review: This company offered me a 2 year contract, but then switched it to a 5 year contract. I am disabled on limited income. The Product DOES NOT Work. It has not been unplugged for two weeks and the company has made NO effort to contact as to the problem. This is suppose to be a Home Alarm and Medical alert system. What good is it if not monitored?Desired Settlement: Replace funds taken by direct withdrawal for Dec 2014, after they received letter of cancellation, Nov. 21st, 2014, which they required and I complied. Cancel the contract !

Business

Response:

I HAVE ATTEMPTED TO CONTACT CUSTOMER REGAURDING THE COMPLAINT. IT APPEARS AT THIS TIME THIS IS A SERVICE ISSUE.I WOULD LIKE TO GET A TECHNICIAN OUT TO THE CUSTOMER TO FIX THE ALARM. WHEN THE CUSTOMER CALLS ME BACK WE WILL SET SERVICE.THE CUSTOMER DID SIGN A 60 MONTH AGREEMENT AND WAS INFORMED OF THIS BEFORE SHE SIGNED.WE WILL NOT CANCEL THIS ACCOUNT.