Safe Home Security, Inc.

Review: I do not have an account with them, I do not know whothey are. My alarm system is with Central Security Services. I tried explaining this to a representative that called my home and they said that Safe Home Security bought out Central Security Services. I have spoken with Central Security Services several times….they did not buy them out. they do not have any documentation that I have signed, they have never been in my home. I do not have any of their equipment. I do not know them and I do not owe them. The address that they have is incorrect, they are sending the bills to [redacted], my address is [redacted].Desired Settlement: Stop billing me, remove me from your database. Do not put anything negative on my credit report. I do not owe you!

Business

Response:

The account has been canceled, per Mr. [redacted]'s request.

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: 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: 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: 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: I received a cold call from this company in December 2014.I asked lots of questions and specifically asked if I would still have the "[redacted]" type feature where the company could come into the home via speakers and talk to me or identify whether a burglary was in progress. I was assured they had this feature and I would have everything that I currently had, but pay less each month. I decided to switch. I've had several events where the alarm was tripped and no one has ever come over a speaker. Also, my remotes do not have a panic button which was what I previously had. Also, when the tech came for installation, he only gave us 1 keypad even though I had 2. He said mine wasn't functioning properly and the alarm isn't even loud enough for me to hear in my room if I had an alarm event. I no longer feel safe. I feel that the switch to this company compromised my family's safety. I posted a [redacted] comment and received several emails and a voice message from the "owner". I called twice. I left a voice message at the number provided and today I got a rude customer service agent which reminds me. I signed up for auto pay on December 2014 and I found out today that it was never processed and now I owe $245.94. I stayed with my former company for years and I had no plans to switch until they called my home, so I feel that they have an obligation to honor their promises to me. I truly do not believe this is a legitimate company. If it is, there is a breakdown somewhere. I even expressed my concerns during the follow up call after installation and I never received a call back. When I called about a month ago, the guy had no idea what the "[redacted]" type feature was either.Desired Settlement: I would like to get out of my contract with this company. With so many security company's out there, I should feel safe and secure and I don't feel like my home is being properly monitored with this company.

Business

Response:

We are unable to get a hold of Ms. [redacted], we've tried over 6 times now and cannot contact her to schedule an appointment for a technician to go out and get the two way option set up, ([redacted]) feature. We need to be able to speak to the customer to get this scheduled and resolved as soon as possible.

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 ###-###-####.

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: 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: 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: Safehome Security has made numerous mistakes with my account, I do not feel safe in my home with the company protecting it. Safehome doesn't seem to have problems locating the information to deduct for higher amounts when they aren't supposed to, additional amount of $59.98 for the couple of months after the 1st check of $29.99 dated 12/20/13 was lost by [redacted], that Safehome deducted because they thought I owed this money, I was told I would have a couple of months free for their mistake this was also during the time that Ms. [redacted] from their accounting dept. sent me letter stating my account would be turned over to collection agencies if payment was not received. I did not owe this money-they told me not to pay this money and that my monthly payments would be $29.99 a month with no taxes or any additional charges. On 5/6/13 a payment of $40.50 was taken from my account, an additional $10.50 above monthly payment. Two people informed me in emails that this money would be put back in my account or a check would be issued through the mail to me for the $59.98 and signs would be sent. I have yet to see either. I used Safehome Security the three years before the move to this house and did not have any problems. I can not have Safehome just take money out of my account whenever they see fit, I have good credit and other bills to pay.

Product_Or_Service: Alarm Security system for home

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want out of the contract and the equipment removed from my home with no additional charge to me. They say they cannot cancel the contract unless I pay the remaining balance on it, the contract began in December 2012 for the home I moved in to. I thought if you signed a contract that both parties had to hold up to their ends.

Business

Response:

Business Response /* (1000, 8, 2013/05/29) */

THE SYSTEM WAS INSTALLED ON NOVEMBER 29, 2012. DECEMBER 2012, JANUARY 2012 AND FEBRUARY 2013 WERE GIVE AS THE THREE MON CREDIT SHE WAS PROMISED. SHE WAS BILLED , AND PAID MARCH APRIL MAY AND THE ACCOUNT IS CURRENT.

Consumer Response /* (3000, 10, 2013/05/31) */

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

The system was installed on December 20,2012 not Nov.2012. I was promised a credit for Jan., Feb. and March 2013. I gave 1st payment of $29.99 check # 2429 dated 12/20/12 to Alarm Doctor ([redacted] because I was told to do so by [redacted] at Safe Home, they said they never received check and it has not been returned to me. On 3/5/13 a payment was taken from my account in the amount of $59.98 (totaling two payments, not one), after being told in an email by [redacted] that a payment would not be taken from my account until April 5,2013. There was a payment of the correct amount $29.99 taken out on April 5,2012. On May 6, 2013 $40.50 was taken out $10.51 over the amount due. I have received emails stating they have sent me checks in the mail to cover these mistakes they have made, I have not received any checks nor has any money been deposited into my account that they owe me.

I still want the money they owe me and I want out of the contract

Thank you,

Business Response /* (4000, 12, 2013/06/17) */

After reviewing account, we see that the customer is still owed 1 month. we have moved the dates from 07/01 to 08/01 and put a credit on the account for 10.51 that she was overbilled for. This credit will used towards her August payment and she should only see 19.44 deducted from her account

Consumer Response /* (4200, 14, 2013/06/18) */

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

June 18,2013

PLEASE SEE THE EMAILS BELOW, I WAS TOLD SEVERAL TIMES I WOULD RECEIVE THE MONEY SAFEHOME OWED ME, THE CHECK WAS IN THE MAIL, AND THE SIGNS WERE ON THE WAY AS WELL. I HAVE NOT RECEIVED EITHER. I DO NOT LIKE BEING LIED TO, IN MY OPINION CUSTOMERS SHOULD NOT BE TREATED THIS WAY. I DO NOT TRUST SAFEHOME TO SECURE MY HOUSE, I STILL WANT ALL OF THE MONEY THEY SAID WAS SENT OR WERE PLANNING TO SEND AND I WANT OUT OF MY CONTRACT WITH NO CHARGE!!!

5/7/13

Send me the debit card card info so I can put $70.49 on your card please.

Customer Service

Safe Home Security

55 Sebethe Dr.

Cromwell, CT. XXXXX

(XXX)XXX-XXXX x1145

Date: Thu, 7 Mar 2013 11:27:56 -0500

Subject: RE: your account

Dear [redacted],

I have taken care of this and a refund was submitted for you in the amount of 59.98. I am sorry for the inconvenience. Please let me know if you need anything else.

Account Resolution Specialist

Safe Home Security

55 Sebethe Dr.

Cromwell, CT. XXXXX

(XXX)XXX-XXXX x1128

From:

[redacted]@safehomesecurityinc.com)Sent:

Wed 5/08/XX XX:XX AM

To:

'[redacted]' ([redacted]@hotmail.com)

The extra 10.50 was taken out in error. The refund was approved I emailed you! I need your debt card number and exp so I can put the money back in your account. I am unsure as to why there are several people involved in this matter, the more people that get involved the least like anything will become resolved. The 3 of us do not dwell in the same department and it is not likely that we can sit down and discuss the matter. I have with the help of sandy resolved the issue. And im waiting on the info from you to get you back the money.

Thank you

Customer Service

Safe Home Security

55 Sebethe Dr.

Cromwell, CT. XXXXX

From: [redacted] mailto:[redacted]@hotmail.com

Sent: Tuesday, May 21, XXXX XX:XX AM

To: [redacted]

Subject: RE: SAFEHOME SECURITY MISTAKES

Importance: High

[redacted], I have not heard from anyone at your company regarding the money or signs you owe me, the last I heard you had asked me for my debit card number so you could put the money that was owed to me back into my account, I replied that you if you cared enough about my business with you that you could find that information by yourself and refund the money and send the signs. I am making sure that $29.99 will be taken out of my account @ the 5th or 6th of June-NO MORE AND NO LESS.

I still want out of the contract and equipment taken from my home

From: [redacted]@safehomesecurityinc.com

To: [redacted]@hotmail.com

Date: Tue, 21 May 2013 10:48:54 -0400

Subject: RE: SAFEHOME SECURITY MISTAKES

I have replied to you on more than one occasion, I needed the debit card number to return the money the information stored in our system I do not have the ability to see, so they mailed a check! The amount that is set to come out is 29.99. please let me know if you receive this email. It is concerning me that you are not. I will also call down to the person who ships merchandise and confirm that your signs and stickers were sent!

Customer Service

Safe Home Security

55 Sebethe Dr.

Cromwell, CT. XXXXX

Date: Thu, 7 Mar 2013 11:27:56 -0500

Subject: RE: your account

Dear [redacted],

I have taken care of this and a refund was submitted for you in the amount of 59.98. I am sorry for the inconvenience. Please let me know if you need anything else.

Account Resolution Specialist

Safe Home Security

55 Sebethe Dr.

Cromwell, CT. XXXXX

(XXX)XXX-XXXX x1128

Business Response /* (4000, 18, 2013/07/03) */

After reviewing account, upper management has agreed to mail [redacted] a refund ck in the amount of 59.98. We have also put a credit on the account for 10.51 for extra amount taken. We had orignally moved dates to August where they still are. [redacted] will be billed regular rate of 29.99 minus the 10.51 for August.

Business Response /* (4000, 21, 2013/07/03) */

The credit has been applied to the account. The refund check will be isssued, next week.

Business Response /* (-102, 23, 2013/07/08) */

From: [redacted] (mailto:[redacted]@safehomesecurityinc.com)

Sent: Wednesday, July 03, XXXX X:XX PM

To: '[redacted]'

Subject: RE: Revdex.com Complaint Case#84118387(Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX)

The 10.51 was credited to the account, yesterday. The refund check will be issued next week.

Safe Home Security

55 Sebethe Dr.

Review: The alarm system installed in my office repeatedly over the one year of use. Several attempts to fix the problem were unsuccessful.

I purchase a alarm system from [redacted] at the beginning of 2011. The contract I signed,through safe home security, was for 3 years and I did not do their additional monthly maintenance fee. After having the system for less then a year we began having problems with the alarm system going off and contacting the police. This happened several times and cost me $100 every time the police showed up. I contacted the alarm company and they said they could send a maintenance person out to fix the problem. They said there would be a fee to have someone come fix the problem or I could start paying a monthly maintenance fee. I decided to do the monthly plan. The problem was fix but I was charged more then I was told over the phone. I called about the overage and they said that I needed to sign a letter that had been sent to me. I never saw the letter nor was I told one would be sent out. While this was being resolved the alarm stopped working again. At this point I could not even set the alarm. Since the maintenance people had been out twice to looked at it and there was still issues I decided to stop using the system. I told the company I would no longer like there services. They mentioned I was in a contract. I stated again that I did not want a non-functioning alarm system in my office that has important [redacted] information. They again stated that I had a contract. Again I stated I would not use the system and wanted to cancel the contract. At this point I was told that they would send me a invoice to cancel. So I waited and waited. I received nothing. That is until about 4 months ago I started receiving letters to my house that I owed a balance. I was then contacted by another member trying to collect payment. I explained that I cancelled the services over a year ago. They said they had no record. Shortly after I received a letter in the mail from this collector for a cancellation balance. Along with the letters I have received numerous phone messages and it has even gotten to the point that they are calling my colleagues and bothering them.Desired Settlement: I would expect my balance be nullified and the contract dismissed. Due to the non functioning alarm system, this obviously breaches our contract.

Business

Response:

Its been a year since these issue developed and its difficult to acertain what did or did not happen. Technicians cost money and the customer had no warranty coverage. We can offer the following 2 choices since the contract went almost 2 years without a hitch. We can repair the system and waive the back balance in exchange for a new 12 month agreement. This would make Safe Home whole as well as the customer. The second option is that the customer pay the amount owed for us to break even on this contract and cancel which is approximately $300 and walk away.

Consumer

Response:

Please let me know where to send this payment to terminate the contract and have the company send an immediate documentation of cancellation.

Review: I had this home security system in my previous home. The home went into foreclosure and I asked for the service to be canceled they said OK it's done.. Two months later I was still being billed I called back and they said my contract was still in effect until Sept 2013. I sent a certified letter requesting 30 days prior to the end of my contract for it to be canceled. Which is what I was told to do by their customer service representative. They refuse to honor my request and continue to bill me and harass my family members stating I cannot cancel my account until I show them my foreclosure notice which was in my ex husbands name and I don't have the ability to get since he is in jail.Desired Settlement: Cancel my account as requested. I do not live there and I fulfilled my contract.

Business

Response:

We agree to cancel the contract. Please allow 30 days for the cancel process to complete and disregard any invoices received prior to that time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. As long as they abide by their word which has not happen up until this point. I also request that they revise my credit report to pays as agreed and not that I am over 60 days past due. Then I will accept their resolution.

Sincerely,

Review: After fulfilling a multiple year contract with Safe Home Security we elected to change to a different service provider. Our new provider was unable to extract the proprietary Install code SHS encrypted in our system without our permission. Our new provider assured us that SHS would not be allowed to monopolize our system and by law must do one of 3 things, either SHS must directly provide us the install code, remotely reprogram the system to the factory default setting or send a technician out free of charge. When requested to restore our system to the open access mode they refused and insisted we pay a ransom to gain access to our property. When we insisted they assist us, they said they were under no obligation to do anything. When we pledged we would contact the Revdex.com, [redacted] and other web blogs to expose their unethical tactics ethics there was no concern on their end even when escalated to a supervisor. We have elected to start with the Revdex.com and go from there. Any help in resolving our issue would be greatly appreciated.Desired Settlement: Unlock our property

Business

Response:

When I spoke to the client, I personally advised her that we do not give out our installer codes to customers under any circumstances. Those codes are confidential information. We are sorry that the customer felt we were not empathetic to threat of a Revdex.com complaint. The fact was however, that an alarm company's installer code is heavily guarded. If we gave that out, anyone could reprogram anyone else's panel at any time. I'm sure it can be understood that this could be very dangerous to our clients. We have a great deal of respect for the Revdex.com, but our company policy is to never give out that installer code over the phone, or to a customer in general. This is an industry standard practice.

I did offer to send a technician out to her home to default her panel to factory settings. There would be a charge for this as it is not in any way a service covered under her extended warranty. The customer is asking us to pay one of our technicians to go out there and reprogram her alarm panel so she can go to another company. The fact is we did not lock her property. When the client entered services with us, she allowed us to reprogram her alarm panel. Her new alarm company can do the same thing we did. We did not put any special "lock" on her alarm system. We programed it to use our central station. Every alarm panel can be defaulted to factory settings. If the customer would like one of our technicians to come out and default her panel for her, we can most certainly do so.

Review: ACCOUNT [redacted]SAFE HOME SECURITY/NATURAL STATE PROTECTION FIRST OF ALL WAS DOING DOOR TO DOOR SALES OF ALARMS ON MAY 3, 2013. I ENTERED INTO THE AGREEMENT WITH MR. [redacted] MAINLY FOR THE PURPOSE OF THE CAMERA VIEWING. I DIDNT HAVE THE SYSTEM BUT FOR 1 DAY AND THE CAMERAS WOULD GO ONLINE AND SOMETIME WOULD NOT GO ONLINE AT ALL. I CONTACTED THE SALES REPRESENTATIVE AND HE GOT THE INSTALLER BACK OUT TO REPAIR THE CAMERAS. AROUND NOVEMBER 13, 2013 I CONTACTED THEM DUE TO THE SYSTEM HAVING MALFUNCTIONING PROBLEMS WITH THE CAMERAS AND ALL POINTS OF ENTRYS. THEY HAD A SERVICE GUY CALL ME FROM [redacted], ** WHICH IS 2 HOURS SOUTH OF [redacted], ** AND HE TOLD ME THAT HE NO LONGER WORK FOR SAFE HOME SECURITY BECAUSE THEY WOULD NEVER HONOR ANY OF HIS SERVICE CALL FEES AND THEY WERE DAMAGING HIS COMPANY REPUTATION. NOW I'VE CONTACTED THEM AGAIN ON JANUARY 24, 2014 AND HAVE SPOKEN WITH [redacted] AND ALL OTHERS WHO STILL CAN'T TELL ME ANYTIME FRAME OF REPAIR. THEY GAVE ME A COMPANY BY THE NAME OF TECH FORCE WOULD BE OUT AND THEM AMG WOULD BE OUT WITH A TICKET NUMBER OF [redacted], BUT COULD NOT GIVE ME A CONTACT NAME, NUMBER OR BUSINESS ADDRESS FOR THESE COMPANIES THAT THEY WERE GIVING ME. NUMBER I CALLED WERE 1 800 [redacted] AND FOR NATURAL STATE PROTECTION WHO ARE PARTNERED WITH SAFE HOME SECURITY AND SPOKE WITH [redacted] IS 1 [redacted]. ON THEIR SITE THEY HAVE THIS LISTED.fixed rateYour initial monitoring rate will not increase for the entire primary term of your agreementmaintenancelifetime service warrantyIf your system ever requires service due to ordinary wear and tear, well repair or replace faulty equipment for free* ACCOUNT NUMBER IS UNDERDesired Settlement: I WOULD LIKE SAFE HOME SECURITY SYSTEM/NATURAL STATE PROTECTION TO OFFER ME SATISFACTORY SERVICE IN A TIMELY MANNER AND ADJUST 3 MONTHS OF PAYMENT FOR SEVICE NOT WORKING PROPERLY SINCE NOVEMBER OF 2013 TO PRESENT OR JUST DISCONTINUE MY SERVICE AND VOID THE REMAINDER OF THE CONTRACT AND DO NOT REMOVE ANY MORE MONTLY MONITORING FEES FROM THE ACCOUNT LISTED ON THE CONTRACT.

Business

Response:

customers service was done. customer is now satisfied. there was confussion on dates for service which delayed it. We took care of the service and have the issue resolved

Business

Response:

I spoke to [redacted] on 2/18/14 and informed hit I have credited his account for 3 months and had a refund check sent to the home.

I also have schedualed a technician to come to his home and service his system. [redacted] was happy with this.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do commend them for contacting me and crediting my account as stated, but a technician still have not contacted me on day 8 of our last conversation with [redacted]. Last speaking with [redacted], he was scheduling a technician out and would get back to me on the type of camera they now have available.

Sincerely,

Business

Response:

I spoke with [redacted] this evening I asked him if the tech had contacted him and he said yes that the tech was going to call later tonight to set service.

I also sent he an e-mail on the cost of night vision cameras.

Consumer

Response:

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

Sincerely,

Review: This complaint is the second complaint filed against this company by me. On Oct 6, 2014 Safe Home responded to my first request and did resolve the issue to my satisfaction. That complaint number is [redacted] and it is now closed. They requested 30 days to complete the process. Today I received another bill with new charges added and the date of the statement is Oct 10, 2014. Because more than 30 days have passed and because they have lied to me and about to the credit bureau in the past, I do not trust that they will be true to their word in closing out this account.

I am prepared to contact NC and CT State Attorney General's office again if statements continue to be mailed to my home address.Desired Settlement: I request a statement from Safe Home Security by mail stating that the account is closed, that the credit companies have been notified and that I will NOT receive another statement from Safe Home Security.

Business

Response:

The account is cancelled. As we requested 30 days had not yet passed. It was completed on the 16th, approximately 10 days after our response.

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. However, should I receive another bill I will file another complaint.

Sincerely,

Review: The company has continued to bill me after I canceled over a year ago.

I did this by Phone and letter. I continue to talk to them almost every month for 14 months. I am continually told that it takes several months for cancellation to be processed. I am threaten with collections if I stop payment. I am ** years old and on a fixed income an can not afford this service any longer. This company has been rude and uncooperative and continues to try to extend my contract or delay my cancellation. I would appreciate any assistance you can give me.

Safe Home Security acct #[redacted]Desired Settlement: I want the account canceled and my money back for the past 14months 517.86.

Business

Response:

THE ACCOUNT HAS BEEN CANCELED. THE CONTRACT WAS PAID IN FULL. NO REFUND IS DUE

Business

Response:

ADDITION TO COMPLAINT 10460514…. TWO MONTHS MONITORING WILL BE REFUNDED TO THE CUSTOMER 36.99 PER TOTAL 73.98 [redacted] Legal

Consumer

Response:

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

I no longer trust this company and will expect payment within 10 days !

Sincerely,

Review: They have the right account number on the contract to take the money out of my account. In Jan.2015 for some reason it wasn't took out. They call me 4/9/15 to inform me I'm 4 months behind. I called my bank to see whats going on they told me they tried to take it off my debit card that I closed. I let them know this ans the person didn't want to hear it. Told them that I haven't been able to use the system because the magents keep falling off. Said they would have someone come out. I've called everyday keep getting different people different stories and got told it didn't matter what account they used in Jan. they were having problems processing payments. Asked to talk with a manager to be told they will call me in 24 to 48 hours or they are at lunch right now have them call you when they get back. Still waiting. All I want is to speak to a manager tell them what I've been through and get my billing infrmation straight and have someone come out and fix it. And know how they are monitoring when my number has been changed and no one called to see what was going on why the phone is off there system.Desired Settlement: I want my system fixed. Billing took care of. Was told I would not be chared any late fees and one month free. A APOLOGY

Business

Response:

We most certainly apologize for the inconvenience. With the customer's permission, we will credit the account for the amount of down time that has occurred as well as set up a service appointment for a technician to make any necessary repairs to her alarm. We will be reaching out to the customer in the next couple of days to try to set up a date and time.

Consumer

Response:

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

Sincerely,

Review: I have a security system through Safe Home Security which started on 8/19/2010 and extended through 8/19/2015. I've called to cancel and was told I couldn't cancel until August so I called today 8/11/2015 and their representative who first off was a jerk for lack of a better word, now told me that my contract has now automatically extended for one year because I didn't cancel in writing 50 days in advance. I first of all never received a copy of the contract we signed and as far I know once my contract was over it would automatically go to a month to month not a whole other year. He said if I canceled now I would be responsible for paying the rest of the year. This company obviously like to do shady things, not giving me a copy of my contract, then having their employees say I can't cancel until the month my contract ends, then when it actually ends saying I should have cancelled earlier and now trying to make me pay for a whole other year.Desired Settlement: I want my service to end, I am no longer going to be living in that home and have no need for that system as tried explaining to their employee.

Business

Response:

The company has reached out for a resolution which could include, but is not limited to, a reduced buyout, parts, months of service at no charge, and/or reduced monthly cost. Please call [redacted], Co-Director of the Customer Care Dept, at [redacted] xt [redacted].

Consumer

Response:

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

Sincerely,

Review: I engaged the services of Security One in March of 2013. I signed a contract , to be paid by automatic debit from my checking account of $29.99 monthly. Apparently Security One, located in [redacted], contracts services from Safe Home Security in [redacted], Connecticut. I had no issues with the company for over two years; they provided security services, and I paid my bill every month. I was planning a move from my service address in June 2015, and called Safe Home Security in May of 2015 to inform the company that I was moving and will need to discontinue service on June 12, and that I would like to continue service at my new home. I have done this with other utility companies and alarm companies in the past, without any problem. I thought it would be a simple request. I wanted to continue my service and my contract in my new home. I even had a certificate that had come with my welcome package when I signed the contract that stated "1 FREE Move! If you move, don't worry. We have you covered. Just give us a call at ###-###-#### and we will take care of the rest." I have been waiting for Safe Home Security to "take care of the rest" for 5 months now. I was asked for a copy of the "moving certificate" which I sent to them on more than one occasion. I was told by 2 customer service representatives that they were waiting for the move to be given the ok by a manager, identified as Shane M[redacted].

In the meantime, I had paid through the month of June 2015 and was expecting the service to be installed by July 2015. It was not. One of the representatives with whom I have spoken many times , Ethan J[redacted], indicated that I would need to sign a new contract, at a new, higher, price. I wanted to continue with the contract that I agreed to, and the move, which the company agreed to. I was told that Shane M[redacted] would have to okay this. I emailed and phoned Shane M[redacted] several times and never received any response. I was beginning to doubt he was an actual person.

When my bank account continued to be auto-debited for $29.99 in July 2015 and Aug 2015, I had to contact my bank and explain that I am not paying for a service that I m not receiving. My bank reversed that debit and I authorized my bank to prohibit future withdrawals from the vendor, Safe Home Security.

In August 2015, I received a billing statement from Safe Home Security for $142.96 (this doesn't even calculate....how would 29.99 for July and 29.99 for August add up to $142.96?) I called the representative, Ethan Jones, to explain that I will not be paying for services that I am not receiving, and will pay once I get my security system hooked up at my new home. I even offered to pay the $99 installation fee, even though the FREE move voucher waives this fee. He stated that I will have to sign a new contract. I finally said ok to a new contract for $36.99 on Sept 16, 2015. When I signed the new contract, I signed my legal name, which was not the name they had used for me previously, and Ethan indicated that I would have to send him documentation showing my maiden name and my married name. I had to go to my bank safe deposit box and make a copy of my marriage certificate and my son's birth certificate, which showed both names. After receiving that information, Ethan then notified me that Safe Home Security won't accept the contract without me signing up for monthly auto debit from my checking account. I responded that I no longer have that option for their company because I unauthorized them permanently. Ethan indicated that I could give him a credit card. I am not feeling that this is something I want to do. I no longer trust this company AT ALL.. I received another statement from Safe Home Security on 9/25/15 indicating that my balance is $150.10; it is past due, and that I need to pay immediately to avoid a $10.00 late charge. I am now very concerned that this sham of a company will ruin my credit rating that I have worked very diligently to protect. I have never been late on any of my bills, have never defaulted on any loan, and have always been responsible about my debts. Ethan has stated to me over the phone that their company will pursue litigation for contracts in default. I am now feeling threatened. I am very disappointed at how this whole situation has turned out and I do not believe that they have any intention of hooking up a new security system in my new home. I believe the company will continue to harass me and bully me into doing business with them. I no longer wish to do business with them, and I am afraid of what they will do to my credit rating.Desired Settlement: I would like Safe Home Security to honor my original contract, install the security system in my new home. and remove any late charges, interest or finance charges from my account, and IF they make derogatory reports to the credit agencies, they will contact those agencies to rescind their comments and restore my credit.

Business

Response:

I have just left a message to schedule a free system move, I also credited the account for a zero balance until 12-15-15. I will need a copy of the free move coupon, and updated e.f.t. information.

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. However, I would like to add, it is satisfactory so far........ The system has not been installed yet, I have not been billed yet, and I am waiting for a call for an appointment. So, it may be too soon to say the situation is resolved, but it appears to be moving forward in a positive manner.Thank you very much for the action on your part, which motivated the company to contact me with a possible resolution. We'll see. I would like to keep this complaint open until FULLY RESOLVED. Is that possible?

Sincerely,