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Safe Home Security, Inc.

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Reviews Safe Home Security, Inc.

Safe Home Security, Inc. Reviews (1130)

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.

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

THE WORST, NO REPEAT NO CUSTOMER SERVICE 12 DAYS, ALARM DOES NOT WORK, NOONE IS COMING TO FIX IT. I HAVE CALLED 30-50 TIMES. DO NOT USE COMPANY, RUN RUN RUN!

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: 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.

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 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: 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: 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 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: After 5 years of using Safe Home Security a Person called me and ask me to continue with my contract and I told them I wanted to pay month by month..At that time she never said we can not continue you month by month. I paid on time for 5 years and can't get out of my contract and now pay for security protection but the alarms for Safe Home Security haven't worked properly for years. Can't get out of contract and make me pay for not 1 year but 2 years without my signature.Please if anyone in [redacted] or surround area have the same problem, I would like to get together and let a judge decide if this contract is legal.Desired Settlement: Want out of this unfair (read the small print) contract that they can make me pay for two more years without my signature.

Business

Response:

CUSTOMER SIGNED A 60 MONTH AGREEMENT IN 2009 IN SECTION 3 OF THE AGREEMENT WE NEED TO HAVE A CANCEL LETTER ON FILE 60 DAYS

PRIOR TO THE CANCEL DATE ON THE AGREEMENT. THIS IS NOT IN SMALL PRINT.

THIS CUSTOMER HAS NO CANCEL LETTER ON FILE AND HUNG UP ON THE RESOLUTIONS REP WHEN SHE TRIED TO EXPLAIN THIS TO THE CUSTOMER.

CUSTOMERS AGREEMENT WILL EXPIRE ON 4/27/15 WITH THE AUTOMATIC ROLL AND A CANCEL LETTER RECEIVED 60 DAYS PRIOR TO THAT DATE.

THE CUSTOMER IS NOW IN COLLECTIONS DUE TO STOPPING PAYMENT.

PER NOTES IN HER ACCOUNT THIS CUSTOMER WENT WITH ANOTHER COMPANY BEFORE HER AGREEMENT WAS UP.

Review: I had the alarm system installed at my old home [redacted] and I was moving and wanted to move the system with me. In the same process the person purchasing my home wanted the alarm so I made the call to arrange for a new system for me at my new a**ress and to talk with them about the buyer of my home wanting to keep the other system. I spoke with a Joslyn D[redacted] and she ensured me she would call me back after she received my file. I called her back and left a message that she then called me back on January 15th stating she was still waiting on my file, but she would be sure to call me once received. I explained to her that I wanted to get this set up and completed before I closed on my new home and she said no worries we would get it done only to find out that in order for me to get a new system it was going to cost me over $500 to buy out my contract. I explained that I wouldn't be able to pay that and that I would just have the old system transferred to my new home and that I closed on January 20th and would no longer own the home and the buyer was no longer interested in the alarm system.

On January 21st we still had not got any further with moving the old system and I had paid $199.00 to have it transferred to my new home and at this point now It would be an inconvenience to the new buyer, but I needed to get it moved. So now I'm paying a monthly fee for an alarm that I wasn't using. I was finally giving a date that the alarm would be removed from my old home and brought to my new home only for it to be canceled by the company. At this point I was beside myself because the new owners of my old home had made arrangements to be there for it to be removed. I then asked to speak with a supervisor, which I never got to. At this point, on February 8th, I decided I wanted to cancel my contract with the company. I called and asked to speak with a supervisor and was told by Princess B[redacted] that she was a supervisor. I explained to her my issues and she said she would review my file and call me back within an hour. One hour goes by and no phone call. I call her back and she said she was still reviewing my file and would call me back. Princess finally called me back and explained that she could get the new buyer set up and get me a new system all she needed was their name and number and she would contact them. I explained that they were no longer interested and that I just wanted to cancel with them as well because I couldn't get this alarm set up. She said okay and we started what I thought was the process.

Keep in mind they were going to be taking out another monthly fee of $46.99 for a system I didn't even have.

I explained to Princess that I just wanted to cancel my contract and she said I needed to send her something showing the home had been sold and pay $82.94 and the contract would be canceled. I faxed her two items showing the home was sold on January 20th and asked for something in writing stating the account was closed and that the system that was left at my old home, I would not be charged for it. I received an email from Princess on February 8th stating that she had put in the request for my account to be closed and that I would not be charged for the equipment. I still have not received a letter or any other statement from Safe Home Security stating that my account has been closed so I requested on February 8th a stop payment from my bank for the company before they took another payment since I have now paid $328.93 to end my contract with them and have not received anything further stating the account is officially closed, but did receive another call from [redacted] today, February 16th to set up an appointment to come install my new alarm system. I explained to them that I canceled my service with the company and they apologized for the call and said they would make a note.Desired Settlement: To receive an official letter stating my account has been closed and they will not come later asking for the old equipment that I no longer have in my possession and no longer own the home that it was left in. That I would no longer be held responsible for the equipment.

Business

Response:

To whom it may concern,Miss. [redacted]'s account with Safe Home Security was permanently closed on February 19th, 2016.

Review: This service was cancel in December 2014. The contact end in December 2014.

We called Safe Home told them to come get their equipment. The equipment was pickup by thier service techinical.

Now here it six month later the claim to still motion my home without any equipment there. I send two letters

complaint that we do not have there service. The first guy lie and said they never pickup the equipment. Then

the company lied and said the contact was not expired. We have proof that the contact ended in 2014.

The new service has been set off at least 4 times since then, this company has not notified us when the alarm went off. That because they are not still motioning my home. The will not cancel the service. What do I need to do.

Please help me.Desired Settlement: I do not what to pay for a services that was not provide.

Business

Response:

I ([redacted], Co-Director of the Customer Care Dept.) have attempted to contact the customer in order to find a resolution that sees the customer retaining their alarm services though us, as well as waiving all costs involved with the alarm.

Review: Three years ago a salesman signed me up into a contract with SafeHome Security for 36 months, but since it was under a promotion around my area to promote SafeHome Security, thesalesmen told me if I didn't like the services I could cancel within 6 months, disregarding the contract. (The salesman is no longer working for SafeHome Security, so they can no longer contact him) After the 6 months were up I tried calling SafeHome Security to cancel my contract since I didn't need the service that was being provided. Ive talked to several representatives of SafeHome Security as well as the manager and they told me that I had to wait for the 36 month contract to expire. I did not want to continue paying the monthly fee as I didn't need the service and also was going through hard economic times, but I didn't want to effect my credit. So I kept keeping up with my payments, and it wasn't until around the 32 month or so that I called again to check on my contract expiration date and to make sure at the 36 month I would end the contract as they stated. The representative informed me that in order to cancel my contract at the end of the 36 month I had to send a Letter to Terminate the Service, 1 year in advance before the end of the contract or else it would role over to 12 more months. I did not send the letter until recently, since I was never told of such a letter, I contacted SafeHome Security several times before the year in advance deadline and I was never informed of such a letter. The only thing I was ever told, and is clearly on record since they record my calls was that I had to pay the the remaining months which I told them it was the same to just keep paying a keep the service. My contract is now being rolled over another year for not submitting the letter. Besides being lied to by the salesman, this contract by SafeHome Security is unfair, the Supervisor told me to read a contract before I signing it. What does this say of SafeHome Security, He basically told me to not trust their salesman.Desired Settlement: To not affect my credit or go into collection I payed the roll over year. At the very least I would like to get a refund of for the roll over year in the amount of $442.89

Business

Response:

Per terms of the original contract signed by the customer, the company requires written request of cancellation at least 60 days prior to the expiration date of the contract in order for the account to close at that time. If such written request is not received, the contract renews for a period of one year. Because the customer's first contact with the company concerning cancellation is on the date of June 5th, 2014 and the letter was not written until June 16th, which is far past the 60 days in advance that is required per contractual terms as the expiration date is July 1st, 2014, the $442.89 payment is a due payment. Per the customer's request, we have used this money to act as a buyout and are closing out the account.

Review: We signed up for an alarm system with Safe Home Security in may of 2010. Then we decided to switch companies and upgrade our system in October, 2015 . They told us we are under contract until may of 2016 and have to wait until then to cancel. We never received a contract. We have repeatedly tried to contact them by phone but never received a callback. We want them to cancel our service which we are not using and stop taking money out of our account.Desired Settlement: We want no further contact from them and no further collection efforts.

Business

Response:

Attached is a copy of the customer's agreement which indicates the current terms. A letter of cancellation is required at least 60 days prior to the end of the agreement. A letter of cancellation was received on November 18, 2015 and this account is scheduled to expire on May 19, 2016.

Review: My father has [redacted]. Safe Home sold him a protection policy even though he has nothing to protect and is [redacted].I moved him out of his house into a ** home in February, 2014. At that time we noticed several companies had his bank info and were taking monthly payments. This was one of those companies. They were taking $50 a month. There was no alarm system on the house. I do not know if there was ever a system on the house, but as of 2/2014 there was not. We closed his account and have continued to receive monthly bills. I have no idea how much money he paid before he was taken out of the house.Desired Settlement: Since we cannot prove he was taken advantage of, but suspect it, we would just like the bills to stop. It should be noted that this company took advantage of a senile man.

Business

Response:

A system was certainly installed (see attached certificate of installation and 5 year contract). It has also been serviced in teh past after installation. If the customer no longer wants the service they can pay a 90% buyout clause.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Mr. [redacted] is senile. You had no buisiness selling him anything. He has not been capable of signing anything for years. You have taken money from him for I don't know how long. He should be refunded every penny. You should be embarassed the your salesman would take advantage of this man or anyone like him. I know first hand that there has been no system on this house for the last 15 months.

Sincerely,

Business

Response:

Where is the system ? It was installed and paid for, never a complaint. Someone was with it enough to call and schedule service months after install. We purchase these from dealers who have recourse if an issue is brought up Afterwards. It's been 2 years now and I'm happy to give you a buyout where we would break even. However we are not simply canceling it as everything was in order at that time. There is no evidence that the dealer did anything inappropriate and the system was certainly used. Call me direct to discuss options. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Consumer tried calling the number provided and could not get to input the extension number. I also called that number and it was promotional advertisement ......could you please provide the correct phone number so consumer can call.Thank You[redacted]Revdex.com

Business

Response:

My apologies [redacted] is the last 4 digits I incorrectly listed [redacted]

Review: A credit report identified that Safe Home Sec. had an unpaid balance of approx. $600. When I inquired about this, I was told that I owed them nothing because there was an error and it would be corrected. I asked for written confirmation of Safe Home's error. I was told (after several calls of inquiry) by employees Daisy B[redacted] Cassandra D[redacted] and Jose C[redacted] that the correction was made and written confirmation would follow. 30 days have passed and I still have no confirming communication.Desired Settlement: I would ask that a correction be given to appropriate credit agencies and that I receive written confirmation of that action.

Business

Response:

The credit repair has been requested. Please let this act as written confirmation

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have been given that response twice before, however if this time there really is a credit report correction, then we can close this matter.

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,

Review: In early 2014 I was contacted about upgrading service and lowering the monthly payment for the security alarm in my home. At the time I had alarm services with [redacted]. The sales person said that he "Knows that people can get services for cheaper so the alarm company tries to prevent losing customers by being proactive and upgrading services while lowering monthly payments". I was reluctant but agreed to allow the company to come into my home and "upgrade" my alarm services. At the time I was unaware I had unknowingly agreed to start alarm service with Safe Home Security. For a span of four months I was unknowingly charged for alarm services with both companies. Last summer I paid [redacted] three hundred dollars to end my contract which included a few month's worth of alarm service payments. In September of 2014 Safe Home Security claimed that my automatic payment had not gone through. I paid them with the same card as the one they had on file and they said the would renew the automatic payments. In December I was contacted by the company again. They said that "My account was not in good standing". They had not received payment. I told them I thought the payments were being withdrawn from my account. A sales representative later apologized because the company did not honor that request he said "It was still my responsibility to make sure that my payments were being received" (Each late payment is subject to a fifteen dollar charge). I told the company to cancel my contract and they said "I am in a five year contract until 2019". I asked "What if I move?" They said " You will have to pay two hundred dollars to move the service to your new home". They said if I want to cancel the contract I will have to pay over 1700 dollars"! HELP!!!Desired Settlement: I would like to be refunded the three hundred dollars I had to pay to [redacted] to be released from my contract and I would like to terminate services with this company.

Business

Response:

The customer signed a 5 year agreement in March 2014. There is a 90% buyout of term clause available to cancel if he so wishes. Nowhere on the contract or documentation that he signed is the name of [redacted]. Clearly we are not affiliated with them and any obligations he may have had to them are between he and them.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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,

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Description: Burglar Alarm Systems Dealers

Address: 941 Moosic Road, Old Forge, Pennsylvania, United States, 18518

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