Safe Home Security, Inc.

Review: I am questioning the signature and date of the so called 60 month contract with the Safe Home Security for services to monitor my home. I requested and received a copy of the so called contract that was hand written (not by me) and dated also (not by me). The signature and date does not look authentic. I have since tried to terminated my service with them by letter and they are stating that I can not terminate due to this so called contract. I want to be released from the contract immediately!Desired Settlement: I do not want to be held responsible for a 60 month contract that I did not sign. Requesting an immediate release from contract.

Business

Response:

After speaking with the Mrs. [redacted] it was determined that the three page carbon paper agreement was mailed out to the customer’s home on February 11, 2015. Our representative spoke with Mrs. [redacted] and was granted the permission to send the paperwork to her physical address. February 21, 2015 the agreement was signed “[redacted]” and the white and yellow copies labeled for the office were mailed back. The customer’s pink copy of the agreement was not mailed to us as it is for their own records. The hand written section of the agreement which had her name and address was filled out by our representative, the same as our first agreement together March 31, 2012. It was explained that if she were to send legal evidence of a forgery and or identity theft that we will cancel and terminate the agreement with no penalty.

Christopher H[redacted]

Customer Service Manager

Safe Home Security

###-###-####

mailto:[redacted]

Review: I contacted Safe Home Security to cancel my service after several years of being with them. I just could not financially afford it. When I contacted them, I was informed that I was signed up in a contract for 5 years. The carbon copy that I have for that contract was for 0 months. It was altered after I signed it. When I brought this to the companies attention, they stated that they are going to hold me to the altered contract. We were signed up by a company that is contracted by Safe Home Security. We believe it is this company that altered the contract before submitting it to Safe Home Security. After several Months of Correspondence with Safe Safe Home Security regarding this issue, they offered to shorten the original contract to 36 months, which would allow us to cancel in June of 2016, which I am agreeable as I don't want to hire a lawyer for this dispute, however, when I contacted them again because they still had not altered the contract, I was told that the person I dealt with was no longer with the company, and they were going to hold us to the originally altered 5 year contract, or we could renew with them for an additional 5 years for a small reduction in price. The last time I called them, they informed me they will look into this issue and call me back in a few minutes, but they never called me back. This is unacceptable, which is why I am contacting the Revdex.com for this complaint.Desired Settlement: I just would like my service canceled. When I signed up I was told by their contracted representative (Aaron R[redacted]) that I could cancel at any time. I don't want to be held to a contract that was altered after my signing, and which is 5 total years.

Business

Response:

Safe Home Security has agreed to cancel this account without penalty.

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: 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.

This company is the absolute worst company I have ever done business with. They are liars, scammers, and do not care about their customers. Stay far, far away!

In April, 2015 we sent an email to Safe Home indicating that we were not pleased with the service and that we wanted to cancel the contract and close our account. We received a couple of phone calls from customer care asking about our problems and we were told that we can't cancel the contract. We have already replaced our alarm service with another company and are no longer utilizing their central station monitoring system. We just received a bill from them for another year of service and they had the nerve to include a fee for servicing an alarm system that we no longer have. No wonder there are so many complaints against them! Their customer service is awful and the way that they practice business is deceitful.

Review: I am issuing a complaint for not being helped in a reasonable amount of time. I was told when I opened the account that I could always transfer it over with no additional fees. We moved on Jan 12 2014. I called the company to transfer the account on Jan 21st and spoke with a female. She advised there was indeed a fee to transfer the account of $200. She was going to see how much it would be to close the account and call me back. I never got a call back. I then called the company on the 24th and spoke with [redacted]. I explained the scenario to him. He advised to me that I was in a 5 year contract and by breaking the contract I would have to pay 90% of the terms listed. I asked him when I could schedule and appointment to transfer the account and he stated that January was full, and they did not have the schedule for February yet, but he will call me to set up the appointment. He did not return my call. I called back on the 28th of Jan to again try to schedule an appointment. I spoke with a female rep who stated I had to speak with [redacted] since he was "handling" the account. She stated he would call me in an hour. He never called. I called several times later that day until I finally reached [redacted]. We scheduled an appointment for Feb 6th since that was the only day they were available with my schedule, per [redacted] I had to be present. [redacted] stated he would let me know if they could do the instal the same day and call me back. No call back. My husband called and spoke with a rep named [redacted], he stated that they would be doing the instal on the same day as the un-instal. On the morning of Feb 6th, the technician first stated he would not instal the same day, but then stated he would have another tech instal later that day. I spoke with [redacted] about the confusion. He stated that the other rep [redacted] should have not given the ok to have the tech instal because he notated that it was ok to instal another day. We spoke the supvisor [redacted] but still cant get an instal aptDesired Settlement: I would like to no longer be liable for the contract since they have not offered us proper services.

Business

Response:

System has been moved and serviced credits have been applied customer mailed back agreement and are happy.

Consumer

Response:

We are not happy, but 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: Our security system in our home that's being monitored by Safe Home Security has not worked over a month. I have made several attempts in contacting the company to have someone service our alarm system. I was told that the nearest technician is more that 200 miles away from our location and will not come out. After speaking with customer service agents, I was told that I needed to send a cancellation letter and that a manager would contact us from there. The letter was faxed on 8/22/2014. It's been weeks since I sent the letter and haven't received a response from the manager nor the cancellation department and I was told on several attempts that they would contact me. Meanwhile, we have an invoice that is due for services we have not received.Desired Settlement: I would like to be released from my contract without any obligation to pay the remaining contract that expires in February 2015. I also want to make sure that the current invoice that I have is not reported to credit agencies for being late because of no fault of mine.

Business

Response:

Safe Home Security will close the account, per the customer's request, with no additional billing required.

Consumer

Response:

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

Sincerely,

Review: On Sept. 4, 2014 I had a technician come to my house to provide service on my alarm system. He collected payment from me upon leaving but no repairs were made to my alarm system and he never turned the payment in to the alarm company.

One month later, I received a bill from the alarm company with a $96.00 charge on it, with no detail of what it was from. When I called them, they said it was a late fee and service charge, but no one could explain further and when I showed proof of payment, they did not have any explanation and no further action was taken on their part to rectify.

February 2015, I received a bill for [redacted] dollars with no mention of what the payment is to be for. When they call me, they state it is for late fees because I have missed payments, which I have not. When I call them, they state they changed the date my payment is due (with no warning to me) and that I have missed multiple payments, in which I have not. They are not willing to resolve it, instead they just transfer me around to "customer service reps" and yell at me. One customer service rep, [redacted] yelled at me then transferred me to an empty desk. I have never missed a payment and have proved it to them on multiple accounts.Desired Settlement: The service fee needs to be removed if it is still on my bill because payment was issued to the technician even though he did not perform any services and the late fees need to be removed as my bill has always been paid on time. If they are going to change my bill date, I need to be informed so I can make adjustments to my payments.

Business

Response:

All charges have been credited except $26.99. We have no record of receiving a payment in July 2014. If one was remitted please submit copy of cancelled check.

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 have attached a copy of the cancelled check for the July 2014 payment. Please remove the $29.95 and all late fees for that month as well.

Sincerely,

Review: We submitted advanced notice of contract cancellation in January 2015 for contract end date of May 2015. We received a letter of response and phone call from safe home acknowledging our request on Feb. 17, 2015. February 25 2015 safe home sent us a bill for services past our contract end date. We sent in an inquiry March 18 2015 for the questionable invoice and got no response. So we certified mailed our final payment on April 17 2015 and wrote final on the check. The certified mail containing our check was received by safe home on April 21 2015 but to date they have not cashed it. Instead, we received a statement dated April 25 2015 with interest and penalties after the receipt of the certified mailing return receipt was returned via postal mail. We have contacted safe homes billing manager and she said its under investigation but it's been several weeks with no progress. In the six years we've been a customer, our checks have always been received. Now that we're canceling,, they cannot find our final payment even though we have receipt that it was received. We are concerned because they never sent us a formal acknowledgement that our contract is ending nor did they send a final invoice. Instead the acknowledgement we got stated they got our request but to call them to discuss. When a representative called, we told him verbally we were canceling. Shortly after that, we got the invoice from safe home beyond our contract date. So to us paying for it was a silent agreement to extend the contract, which we are not doing. After no response from our inquiry of the bill, we sent in payment which coincidentally hasn't been cashed..Desired Settlement: Just send a letter confirming our account has been cancelled & closed and final payment was received.

Business

Response:

IT HAS TAKEN A FEW WEEKS BUT ON FRIDAY JUNE 5TH FINALLY RECEIVED NOTICE FROM OUR [redacted] SUPPORT TEAM THAT THE PAYMENT WAS RECEIVED AND PROCESSED, AND THEN IT WAS REJECTED. OUR [redacted] APPARENTLY IS SET UP TO REJECT PAID IN FULL ITEMS. I HAVE REPLIED TO THEM TO SEE IF CHECK IS THEN MAILED BACK TO CUSTOMER. I HAVE NOT HEARD AS OF YET. I WOULD AT THIS POINT IF IT HASN'T RETURNED, EITHER PUT A STOP PAYMENT ON IT AND MAIL A CHECK TO THE CORPORATE OFFICE, [redacted] . UNTIL PAYMENT IS RECEIVED WE CAN NOT CANCEL THE ACCOUNT

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We find the handling of our account deplorable.

Review: This is the email sent to Theresa I[redacted] from Safe Home Security in addition to David R[redacted] CEO/On the morning of Saturday, June 6th, 2015, my wife and I were both not home. Our home security alarm went off twice. The police were dispatched twice. When word got to me of the situation, I went home to see whathad happened. I contacted Safe Home, I was told that zone 6 was breached. Not knowing where zone 6 was, I proceeded to check all the windows and doors. All door sensors were working fine. Of the 15 windows on our first floor,the sensors on only 4 were working. Ultimately, after speaking with you, we agreed on replacing and updating equipment and terms. Since then,we have had Nick twice at our home. After both times, he was unsuccessful in completing the work. The 2nd timehe came to finish the project, July 2nd, not only did he not complete the job on the last 5 windows that were not working, he left, with now 6 windows not working, and he left 4 of them unlocked to boot. While he was working on those windows,I ran the wire from our bedroom on the second floor to the basement, for the installation of a third key pad, because I was told that hedoes not snake wires, and also for my benefit, to make-up time, because at this point I had enough, and because I was told by Nickthat he would have to leave soon. He then told me he could not figure out what was wrong with the last windows.I talked him into connecting the third key pad since I had already ran the wire. He started to work on it, but then I was told that he had to leave because his stapler was not working correctly. When you and I spoke next, I told you that we needed to get someone back to the house to finish. That I did not want Nick back.That my home was still unprotected. That I could not miss any more time from work to accommodate Safe Homes schedule, that we would have to get someone in on a Saturday. We scheduled for Saturday, July 11th. I got a no show on Saturday. When I called you, to findout what was going on, you told me that someone else had screwed-up the schedule and they had us down for the 18th. You confirmedto me that you and I had set-up for someone to come to the house on the 11th. We then rescheduled for yesterday at 5:00 pm.I was at the house, I called you around 6:00, no word. I got a call from your technician after. He said he was having issues at a job in [redacted],that he was going to be there for another hour at least, he would call when he was done there. When he called again, he said that by the time he would get to my home, he wouldnt be able to do much, and that someone would call to reschedule. RESCHEDULE ??? So today is Friday the July 17th, well over a month that my home has been unprotected. Not what I have been paying for. Its not the money per-say,Its the peace of mind that comes with security, for my family. Now what ? Are you going to ruin another weekend for me ?Is a crew going to come to my home today to finish ? Its 9:00, no correspondence from you or anyone from your company. If I do not hear from you soon, that 2 guys are going to come to my home today and finish, by noon, you can consider a client of over 16 years, who hasnever missed a payment, actually pay ahead of time, to be lost.I await your call.Desired Settlement: We want a competent technician to come out and repair the system to our satisfaction. If this cannot be done, we want to cancel our contract, the new 3 year contract, which we signed because we were promised upgraded system with warranty.

Business

Response:

Sent out two techs to correct situation, the tech mgr Ambrose G[redacted] and Field mgr Alex R[redacted]. They corrected situation and customer is satisfied.

Business

Response:

Sent out two techs to correct situation, the tech mgr Ambrose G[redacted] and Field mgr Alex R[redacted]. They corrected situation and customer is satisfied.

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,

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: In oct. 14 requested service call security not working not returning calls and systems still not working just a run around they dont have crews in iowa but charge for something they are not providing.Desired Settlement: To send a tec to check and fix system same thing I requested 10/2014

Business

Response:

After speaking with Mr. [redacted] we determined that two of his motion detectors were not working. We decided to replace the existing detectors with 2 brand new motion detectors pre-programmed for his home. Mr. [redacted] agreed to install the motion detectors himself with the assistance of technician over the phone.

[redacted] Heath

Customer Service

Safe Home Security

([redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:still do not have working system and have not been able to arm system since 7/17/15 . motions still do not have new one and is part of contract for them to install and maintain they do not have techs in iowa and sould not able to charge for service they can not provide please call [redacted]

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: system still not working will not arm call every day no response 7/29 7/30 are the only 2 day I could arm the system and no one will call back of answer phone need help!!! Have wasted to much time for something that sould be simple.

Sincerely,

Review: Excessive Billing. Wrong reporting to the Rating Agencies. Mediocre products offering in comparison to their competition. Avoiding the responsibilities Prolonged delays in resolving a simple issue and making same mistakes again and again.Desired Settlement: Confirm in writing 1) I have made all the payments and settled all the outstanding bills until the final maturity I.e. April 29th, 2016. 2) Honor the Termination Contract Notice dated August, 26th,2015 for the final expiry of the contract agreement on April 29th, 2016. & 3) Inform all the 3 [redacted] Rating Agencies to withdraw my name from the " Payments Past Due (2) Status.

Consumer

Response:

Dear Ms.[redacted], Ms. [redacted] @ Your [redacted]/ Connecticut, recommended Me to 1) Lodge My complaint associated with my various issues with the Safe Home Security, Inc, @ the Revdex.com's web site [redacted]. ( which I did just now ) & to 2) Send You the correspondent associated with the issue for Your kind attention by e- mail. Consequently, I am sending You all the important e- mails exchanges done with the SHS,Inc's representatives. I am 68 1/2 years old retired senior citizen with heart problems and trying hard to live a peace full life. For the last 40 plus years I have never delayed any payments with any one, for that matter and never defaulted ever on any obligations. That's the reason My [redacted] rating with all the three rating agencies has been always around "800" mark. Even with SHS Inc. for the last 15 years, I have promptly paid all the dues in time. However, this year their over billing issues, as stated in My attached e-mails, coupled with their incompetence and repeated mistakes, the payment was little delayed but it was still done on time. However, in spite of My acct. being current & in [redacted] balance they reported my name to all the 3 [redacted] rating agencies. For which they have no explanation except saying that in the next 3 to 6 weeks it will be taken care off. Basically, I want them to confirm to me 1) I have made all the payments until the final expiry of the agreement/ contract date of April 29th, 2016. 2) They have received a termination of contract notice @ the expiry date. I.e. April 29th, 2016 and the last but not the least 3) My name is cleared with all the [redacted] rating agencies. For the last 3-4 months I have gone through a hell in dealing with such incompetent people. I really don't know wether it's incompetence or deliberate harassment ( Because I wanted to terminate the contract @ the expiry date of the agreement ) or a scam ! Anyways, please help me to resolve the problem a.s.a.p. Sent from my iPad Begin forwarded message: From: [redacted] Date: October 5, 2015 at 6:55:53 PM EDT To: Stephanie L[redacted] <[redacted]> Cc: [redacted] Subject: Re: Safe Home Security Inc. Over Billing Problem Dear Stephanie, To put the facts in a right prospective, please find below the details:- 1) Since July 1st,2008 Your SHS, Inc co. has been sending Me the Bills/Invoices on an annual/yearly basis, covering the period July 1st-June 30th..........etc. 2)on April 29th, 2011, I signed/renewed a 5 years contract, expiring on April 29th, 2016. 3) On June 1st, 2015 Your billing dept. sent me invoice for US $ 458.80, covering the period July 1st, 2015-June 30th, 2016. However, the correct invoice should have been for only 10 months, covering the period of July 1st, 1015-April 29th 2016, the day my contract expires. In other words I was over billed and should have been billed for US $ 382.33 ( 458.80x10/12 ). Rest of the facts You guys know from My attached e-mails. 4) On June 23rd, 2015 I paid US $ 114.70, as requested in Mr. Jarod B[redacted]'s invoice dated June 19th, 2015. ( covering the quarterly period of July 1st-Sept.30th, 2015.) by a check no. [redacted]. Additionally, I paid US$ 287.60 by [redacted] card on Sept. 15th,2015, as recommended by Kenneth G[redacted]. Hence, I paid total US$ 402.30 to settle all the outstanding dues ( US$ 114.70+US$ 287.60 ) until the expiration of the Contract ( April 29th, 2016 ). 5) in summery, I paid US$ 19.97 more than what I contractually owe to Your company. ( US$ 402.30-US$ 382.33 ). Got it ! 6) Lastly, I simply don't understand why my name was referred to all the 3 Rating Agencies as " Payments past due for 2 months". when in reality my account was in compliance/current until Sept 30th, 2015. (refer to 4 above ) ? Secondly, when I paid Iin the full outstanding amount of US$ 287.60 on Sept. 15th, 2015. Why then and there My name was not cleared with the Rating Agencies ? Why he had to wait until October 2nd, 2015 to hear from Me about the problem ? ( see My attached e-mail ). Looking forward to hear from You guys a.s.a.p. Regards, [redacted]. Sent from my iPad On Oct 2, 2015, at 6:34 PM, Kenneth G[redacted] <[redacted]> wrote: [redacted] update has been issued, please allow 3-6 weeks for the update to be fulfilled. Thanks, Kenneth G[redacted]/Collections, Manager Safe Home Security [redacted] ###-###-#### mailto:[redacted] <image001.png> From: [redacted] Sent: Friday, October 02, 2015 6:20 PM To: Stephanie L[redacted] Cc: Kenneth G[redacted] Subject: Re: Safe Home Security Inc. Over Billing Problem Hi Stephanie, Today, I just received a "[redacted] Alert " notification from [redacted]'s [redacted]'s **. ( I am a registered member ) that Your Safe Home Security Inc's Office @ [redacted], Connecticut has referred My name to all the three Rating Agencies namely, 1) [redacted] 2) [redacted] & 3) [redacted], for two Past Due payments. I don't understand what's going on at Your end ? Because as repeatedly stated to Your Billing Department's Mr. Jarod B[redacted] & Ms. Lucy A[redacted] and Your collection officer Mr. Kenneth G[redacted], I was wrongly billed, as stated in My earlier e-mails and after the resolution of the problem with Mr. Kenneth G[redacted], on the Sept. 15th, 2015, I fully paid all the outstanding payment of US $ 287.60 by [redacted] Card.( as mentioned in Your attached e-mail dated Sept. 25th, 2015. As I earlier told You, I thought that this problem has been resolved amicably . However, It seems that due to the lack of co-ordination between Your Company's Billing, Collection and Reporting Departments, I am unnecessarily being harassed and My [redacted] rating has been damaged due to the potentially Negative information has been passed on to the Rating Agencies. For almost last 15 years I am Your customer and I have always paid all the bills/invoices on time. ( check My records in Your file ). Only this time and that to due to the over billing this problem came up. My simple question to You is " what are You guys going to do to repair the damage ? Are You guys going to report to the Rating Agencies in question about the resolution of the problem ? Looking forward to hear from You a.s.a.p. [redacted]. Sent from my iPad On Sep 25, 2015, at 3:58 PM, Stephanie L[redacted] <[redacted]> wrote: THIS IS THE INFORMATION YOU HAVE BEEN WAITING FOR … The payment in the amount of $287.60 has been approved Authorization Code: [redacted] Stephanie L[redacted] Customer Service Safe Home Security [redacted] ###-###-#### mailto:[redacted] From: [redacted] Sent: Friday, September 25, 2015 3:08 PM To: Stephanie L[redacted] Subject: Fwd: Safe Home Security Inc. Over Billing Problem Dear Stephanie, Many thanks for the earlier Email from You. Appreciate it. As promised to You, I am sending You the attached e-mails sent To Mr. Kenneth G[redacted] for which I didn't get any response, as yet. I sincerely hope that, as promised, You will take care of all the concerns raised by Me in the subject e-mail. Thanking You in advance and looking forward to hear from You a.s.a.p. Best wishes and regards, [redacted]. Sent from my iPad Begin forwarded message: From: [redacted] <[redacted] Date: September 18, 2015 at 8:33:05 AM EDT To: [redacted] Subject: Fwd: Safe Home Security Inc. Over Billing Problem Dear Kenneth, On the captioned subject and the attached e-mail, please note the following :- As per Our telephonic conversation on September 15th, 2015 ( 2.55 pm ) We agreed to settle the Outstanding bill for U.S. $ 287.60, covering the period until the expiry of the Agreement/Contract of April 29th, 2016. Accordingly, I authorized You to debit My [redacted] Card Account for the same amount with the Authorization/Confirmation No. Of #[redacted]. You also promised that You will send Me a " e-mail" confirmation for My records. Although, My [redacted] Card Acct. has been debited for the said amount of U.S.$ 287.60 on the same day, so far I have not received any e-mail confirmation from Your end. Can You please send Me a "e-mail" confirmation a.s.a.p.? Thanks and regards, [redacted]. Sent from my iPad Begin forwarded message: From: [redacted] Date: September 15, 2015 at 12:28:16 PM EDT To: "[redacted]" <[redacted]> Subject: Fwd: Safe Home Security Inc. Over Billing Problem To Mr. Kenneth G[redacted], Safe Home Security Inc. ( Collection Dept.) [redacted]. Subject:- Account Number # [redacted] Dear Sir, On the captioned subject and Your letter/notice dated Sept. 03rd, 2015, please note the following:- On April 29th, 2011, I signed a 5 years ( 60 months ) Agreement/Contract for Monitoring and installation of Security System. This Agreement will expire on April 29th, 2016. Consequently, this year I should have received a invoice/bill for 10 months I.e. From July 1st, 2015 until April 29th, 2016, for US $ 382.33. However Your Accounts Dept. sent Me a invoice On June 10th, 2015 for US $ 458.80 covering the full year ( from July 1st, 2015 until June 30th, 2016 ). I bought this discrepancy to the attention of Mr. Jarod B[redacted] ( tel. ext.# [redacted] ). After investigation, Mr. Jarod admitted the error and decided to send Me a quarterly invoice instead of yearly or 10 monthly invoice. Accordingly, on June 19th, 2015 he sent Me a new invoice of US $ 114.70 for a quarterly period of July 1st, 1015 - Sept 30th, 2015. Which I promptly paid on June 23rd, 2015 by a check no.# [redacted] for US $ 114.70. However,on August 10th, 2015 I received another invoice for US$ 359.27 ( US$ 458.81-114.70+10.00+5.16 ). This time the same mistake was made. Over billing for 12 months less the amount I paid plus financial and late payment penalty charges were added. Once again this time I bought this problem to the attention of Ms. Lucy A[redacted] Ext.# [redacted]. I spoke to her twice. On August 24th, 2015 & Sept. 8th, 2015. After thorough investigation She admitted it was a mistake and She told Me that She removed the late fee and the financial charges and in the near future I will be billed on a quarterly basis, as agreed upon, for the period of Oct. 1st, 2015- Dec 31st,1015. I thought that my nightmares are over. However, just now I received Your Notice stating that the payment is 30 days past due and if I don't remit payment immidiately the matter will be reported to Multiple [redacted] Bureaus ? Can You please explain to Me what is My Fault and why I am being punished ? If this type of harassment continues then I will be left with no other choice but to report this matter to " Revdex.coms ". For the last more than 10 years I am Your customer and I have always settled all Your billing invoices on time, ( check your records ). Only this time because of over billing and subsequent penalties for no fault on mine, this payment is delayed. I will highly appreciate Your kind attention to resolve this problem amicably a.s.a.p. Basically, either bill Me on a quarterly basis, as agreed/suggested by Mr Jarod B[redacted] or Bill me for the Oct 1st, 2015- April 29th, 2016 ( 7 months period ) US$ 267.63 and I assure You that the payment will made promptly. Looking forward to hear from You a.s.a.p. Regards, [redacted] Rest Tel. No. # [redacted] & Cell no. # [redacted]

Business

Response:

We have addressed all of Mr [redacted]s requests and rectified the billing issue. We also notified all [redacted] bureaus that his account was not past due. Any questions regarding this matter, feel free to contact myself. Stephanie L[redacted] Customer Service Manager, ###-###-####

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.

Hi [redacted], Good news. Safe Home Security, INC has not only agreed to all the 3 commitments, I wanted from them ( as stated in My attached e-mail dated Oct.8th, 2015 )but they have also acted accordingly. Yesterday, they sent Me an e-mail to that effect. Thank God ! After 4 months of agony, frustration and merry-go- round experience, finally I got what I wanted and the problem is resolved amicably. Many thanks indeed for Your timely help in this matter. God bless You in this Noble work/ cause You are doing to help and assist people like Me. Best wishes and regards, [redacted].

Sincerely,

Review: I signed a contract with SHS back in 2011, which was for a 3 year contract. At the time of signing the contract the salesperson was rushing things and assured me that it was only a 3 year contract and then I would no longer be under contract. Now, I decided to go with a new security company and went to go cancel my account and I am told that I am under contract again until Oct. They directed me to the fine print in my contract that stated that every year you get renewed into a 1 year contract. I was told the complete opposite of that and rushed through the signing. To make matter worse, I almost always get hung up on every time I try to call SHS. Than customer support was rude and had no desire to even discuss this with me. After getting through to their customer service and my identity was verified, they told me that I could not cancel over the phone and I had to write a letter or email them to cancel. I did all of that and had to follow up with them to make sure I was canceled (they had no intention of getting back to me). I then just paid off the remainder of my contract to not have to deal with them again, but I would like that money back since they have shady practices that hide the fine print in their contracts.Desired Settlement: I would like the 8 months of "service" credited back to me, which equals $279.92 ($34.99 * 8)

Business

Response:

To whom it may concern,

Review: In December 2015 I called SHS to return my Central Station Subscriber Verification Form. I thought I was calling the monitoring dept that would accept my form but it was the Sales dept. David [redacted] answered my call. Throughout our conversation discussing the form he mentioned a new program Identity Watch USA with his company for an extra $10.00. He would send paperwork for me to complete etc. I was informed it was a trail and I could cancel at any time. I was charged the extra $10.00 immediately. 30 days goes by and I never received that paperwork so I decided to cancel. I called the same number and spoke with Agnes on Jan 18th. She stated it would be canceled. I called back and spoke with another rep and he stated David is the only person that could cancel the program. Since Jan 20th I have left numerous messages for David to cancel the program and it still has not been cancelled. I left messages with his lead Justin to cancel the program. I called the monitoring division and ask for a manager. I spoke with Jason and told him what is going on so he could speak with a manager in the Sales division and it still has not been canceled. SHS has been charging me an extra $10.00 since Dec. NO one will return my call. I want this program canceled and my money refunded. Thank you for listening.Desired Settlement: My desired outcome is to have the Identity Watch USA program canceled and $30.00 refunded to my bank account.

Business

Response:

To whom it may concern,The Identity Theft Protection has been removed from the [redacted]'s Security account as they have requested. We have gone ahead and put a credit on the [redacted]'s account in the amount of $40.00. That will cover a full month of security monitoring at no charge.

Review: We purchased our security system in 2009 and in 2012 decided to cancel and switch to Vivint. We called and mailed a letter in June of 2012 to cancel.

We have come to find that after numerous phone calls in June and September of 2012 that now in June 2013 we are still being charged ~$37 a month for a service we have attempted to cancel several times over the course of a year and had been assured that it was canceled. Safe Home seems to make it impossible to cancel with them under any circumstances. We followed the directions given to us by a manager on site and nothing happened with our account despite me calling several times and making sure our account was closed out.Desired Settlement: We would like the years worth of charges be refund to our card and assurances that our account is closed and will remain so. We do not want to have to go through this process again.

Business

Response:

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

Please see copy of contract, dated June 24, 2010 for 36 months.

Consumer Response /* (3000, 7, 2013/06/19) */

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

When we ordered new service we had called specifically to verify our service could be cancelled. It was confirmed verbally at that time that it could and would be if we provided a letter requesting it. A letter was provided, and we called to confirm and get another affirmative that the cancellation would happen. We never received a rejection letter for the cancellation. At the point of the first conversation we asked about when the contract was up and was assured it was in the month(June 2012). We would not have acquired separate service if it wasn't for this conversation and apparent error on Safe Homes part.

Business Response /* (4000, 9, 2013/06/26) */

The contract Safe Home Security provided which shows the expiration date as June 24, 2013 has been upheld. This agreement was approved and confirmed with the customer's signature. A verbal discussion which may or may not have happened, does not supercede the existing contract. This account has been canceled in accordance with the terms of the agreement. A refund of any amount is impractical.

Review: Been working with safehome security since April 22, 2012. Our contract should be cancelled for unable to provide service and now I am in collections.

One day in July 2012 we received a random phone call to test our service. The lady advised me that we would have to hang up the phone to ensure that the communication process was successful. Once I hit one of the emergency buttons she had asked me to return her call and I did. She advised me she was going to try and stop the fire call because that wasn't the button I should have hit. I don't know what company she called from or what company she was affiliated with. I tried 3 times to contact her back after she said she was going to contact the fire department. They never showed up and she never returned my calls.Then in March 2013 a random person walked in to our office and asked which alarm service provider we currently had and he indicated to us that Integrated Excellence went out of business in late 2011 or early 2012. He said that we should have received a letter from the company that took over; we indicated that we had not received a letter. Within 5 days we received a letter from alarm.com addressed to our address with a different name. Being that the guy had stopped by our office I thought it would be a good thing to open the letter. Once I opened the letter it indicated that the current provider we had was in default with payment and they could not ensure service. On that day I contacted alarm.com and they were unable to locate our account by phone number or name so I spent over an hour with them trying to locate our information. I was very appalled by this. In reviewing my billing statement for my monthly draft is when I noticed that Safe Home Security was the name that was being charged to my credit card. I instantly contacted my credit card company and had them stop allowing charges for a company since I was unaware of what was going on. After all of this had occurred I started doing some research and pricing with other companies. I felt like my information had already been giving to another company without my acknowledgement and I felt like "misplacing" me in the system really put my credit card information on the line. So I set up an appointment with [redacted] sales rep came out and discussed pricing and features and everything that was offered by them. Of course they make it sound like top of the line. She was telling me how their system worked, so to be fair to Safe Home Security I tested the system and compared it to what she said I would get with [redacted] So I set off the alarm. The alarm went off for 2 minutes. I then entered the code approximately 10 minutes later someone contacted our office in regards to the set off alarm. We indicated that we were ok and then proceeded to give them our safe word. At this time we hung up the phone. Then about 30 minutes later a [redacted] came out and said he had just gotten a call that there was an incorrect password given. Again this is where the "misplacing" of my information put me at risk for unnecessary fines with the county; because that was the password for everything so I am 100% confident that someone out there has my password for them and not their correct password. I immediately signed the contract with ADT and within 1 week we were installed. The overall purpose of the alarm system is to protect my investments, my employees and my business as a whole. For it to take someone 12 minutes from the time the alarm went off to contact my office to see what was going on my 2 front desk computers would be gone. Also, to think that the wrong passcode could have been given on purpose to make sure help was sent right away? That is 42 minutes for someone to respond to the call; my office would have been cleared out, my employee seriously injured or dead and my business totally ruined. In addition to the time it took for a respond for a trouble call I would also think that your system would recognize an interruption in communication with the system. When ADT came out they replaced the communication box. Safehome never called when main box was disconnectedDesired Settlement: I would like my contract cancelled like your employer [redacted] stated it was on 6/19 and then I would like to be taken out of the collections and refunded atleast 3 months for the hassle and time this has caused me and my staff.

Business

Response:

Business Response /* (1000, 5, 2013/07/11) */

Contact Name and Title: [redacted]

Contact Phone: XXXXXXXXXX ext1153

I spoke with [redacted] before this became a Revdex.com complaint due to she used the phone number on the web site. I reviewed the situation and called [redacted] back to inform her we would release her from the agreement due to an employee giving her mis information and we would stop and clear the balance on the account. She agreed.

Consumer Response /* (3000, 9, 2013/07/12) */

Mr [redacted] did not speak to me prior to a Revdex.com complaint. I left him a message the same day, but he did not speak to me prior to this complaint.

Business Response /* (4000, 11, 2013/07/15) */

I did call her as soon as I recieved the voicemail. I spoke to one of her assistants,who stated she was not in at the time. My response is we tried to contact prior to the written complaint and satisfied the customer.

Consumer Response /* (4200, 13, 2013/07/16) */

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

This account is still not closed like they stated. I received another bill yesterday and I asked for a letter to have for my records stating that the account was closed and that my balance was zero. ** said that wouldn't be a problem but still have not received this.

Business Response /* (4000, 15, 2013/07/17) */

EMAIL WAS SENT TODAY STATING ACCOUNT CLOSED AND BALANCED WAVED.

Review: Predatory Sales pitch followed by failure to follow through on agreement. Failure to acknowledge cancelled contract within 72 hours of installation.

After being called and told that Safe Home was the company that monitored my security for [redacted] and that they could do it at a fraction of the cost and while promising a system move I agreed on the phone to have the monitoring of my town house moved from [redacted] to Safe Home. I was informed, "I would see no difference in service". This was the first change I noticed. I was soon to move out of my townhouse and into a single family home.(hence the importance of having the system moved) It took many months of calling and talking to many different people to finally get someone to help and at that time I told them I wanted out of the contract. The Director of customer service said, "I'll try, but I don't think they'll do it because Safe Home has paid a lot for your account". Not a big surprise, he said, "the request for cancellation was denied." He said, "he would help getting the system moved to the house" and after two missed appointments(that we had to take time off for work for) a tech showed up telling me he was ready. It was installed and he had me sign a new contract, which was for 60 months!!!! I also noticed the cancellation instructions page was removed from the contract paperwork. When asked about the missing paperwork the tech reached into a bag and removed the crumpled paper. The next day I sent the cancellation paperwork certified US postal service (with delivery receipt) to Safe Home with cancellation information filled out as the instruction sheet stated. The bills kept coming and I never received acknowledgment of the contract cancellation paperwork being processed. I checked the USPS and the delivery receipt info was posted and it was signed for. I called afterwards and checked on the status because more bills came, and the customer service lady said they didn't receive anything and asked for me to fax the paper work that I had mailed. I followed those instructions and still nothing. Bills keep coming. I called the State Police to inquire about their license to operate in the state of [redacted] and their license was not reinstated and had expired during my battle with Safe home. I am very disappointed at the lack of response on so many levels and I want nothing to do with this company. They are shady and dishonest and I want out of my contract and feel that I owe them nothing...because I never received what I originally agreed to.Desired Settlement: Contract cancellation

Business

Response:

Mr [redacted] signed a 5 year contract on 8/21/12 for his address in [redacted]. He requested to have his system moved from that location to his new home in [redacted]. Whenever any customer moves, we need to have a new monitoring agreement signed for the NEW address. The enables us to close the customer's first account with us. The contract that was sent with the tech should have been adjusted to 54 months as instructed on the service request ticket and agreed upon between myself and Mr. [redacted]. This was the exact amount of time the customer had left on his original contract. If the contract read differently, I can adjust the terms or send another contract. If Mr. [redacted] sent a notice of cancellation for the new contract, for the new account, he would then still be responsible for the old account's terms for his original account. We have already waived the $199.00 fee to perform the work based on his claim that he was promised a free system move. At this point, we would be more than happy to send the customer a corrected agreement for the amount of time he has left, or he can pay out his original contract with us from his old address with a payment of $1,801.27. Simply canceling a newly signed contract does not relieve Mr. [redacted] from the obligation he signed in August of 2012.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have been trying since November 7, 2013 to have my security system transferred to my new home. I called, spoke to a [redacted] who transferred me to a [redacted] informed me I wld receive a call for s/u of the transfer that wk. Several wks passed, heard nothing. Called [redacted] back w/no return call. I called [redacted] back again about a wk later was informed he forgot to place my new address on service form for transfer and wld rectify that. It was the end of November at that time and I had paid for the month of Nov, but didnt receive any service. I finally recd a call from Alliance security to s/u transfer svc and asked them if they cld use system already in new house vs moving system from old house. Was informed I wld have to call Safe Hm security. I called, spoke to a gentleman, but dont recall his name. He said he didnt think so. I called [redacted] who informed me he believed I cld, but needed to ck w/a manager in that dept and wld call me back that day. I never heard from [redacted]. That was the very end of Novemeber. I then recd a call a wk after that from Alliance security from a [redacted] or [redacted] who to s/u apt to have alarm transferred from old hm to new hm. I informed her about a no return call from [redacted]. She stated she wld contact [redacted] for follow thru to facilitate transfer. No return call from her either to this date. Due to poor follow through on Safe hm security & poor customer svc I devised a letter on Dec 16, 2013 stating I wld like to cancel my svc without penalty or fees d/t a breach of contract on safe hm security part to provide a service to me, faxed it to [redacted]. I did not receive a response regarding the letter, thus I called safe hm security December 27, 2013 and asked to speak to a manager. The manager, Conner, who was very rude, constantly interrupted me, wld not allow me to answer his questions and was talking over me as I was trying to explain the situation. He stated he was aware what had transpired as he had spoken to [redacted] and was helping [redacted] on this case, but had no idea the alarm was still in the old house and [redacted] had not followed thru with me on my question regarding using alarm system in my new hm vs removing the one from my old hm. He refused to listen to me trying to explain this and kept stating he wld credit me for the 2 mths I didnt receive svc, but I wld receive a call soon to arrange transfer. He refused to accommodate my request to cancel the svc with safe hm security d/t their breach of contract as I had not rec svc for almost 3 mths, along w/very poor follow thru and customer svc. I have very little confidence in this company d/t the poor customer svc and follow thru, especially providing such a svc as hm alarm monitoring system. Your help in this issue wld be greatly appreciated.Desired Settlement: Refund for the months I did not receive service-November and December and cancellation of my contract service without any penalties or fees d/t their breach in contract to provide me svc for almost 3 mths.

Business

Response:

The cistomer was contacted and the issues were resolved. We appologize for any misunderstanding or inconvenience

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This case also involves a Customer Svc complaint as well. On 12/27/13 I filed a complaint against this co with Revdex.com. The co contacted me after being notified by Revdex.com about the complaint. I spoke to [redacted]., Manager on 1/13/2014 who offered me 6 mths free monitoring, refund of the months I didn't receive service and free installation of hm monitoring system in our new hm. A tech came out 2 wks after this call, was not able to use our current alarm stated we wld need a new system. We have yet to receive this and the company is still billing me for services I'm not receiving. I did receive a call from [redacted] about a wk after the tech came out stating they would send someone to install new system, that was in Jan. I have been billed a total of 4 mths Nov-Feb in the amount of 49.99. I will be contacting my bank to place a stop on this since [redacted] did not stop the charges after I conversed with him. I no longer want service with this co as their services are horrendously terrible, with poor follow through. I attempted to give the co a second chance after Revdex.com contacted them and the offer [redacted] presented to me.

I would like 1. refund for all months I did not receive services 2. safe home to cancel my services and 3. stop debting service fees from my checking account since I do not have any services.

Sincerely,

Business

Response:

In response to this complaint we will cancel this account and refund the account 3 months.

We appologize for any inconvenience.

Review: Account Number [redacted]. A family member decided I needed an alarm system in my home, and without consulting me, had one installed by this company. This family member told me he would take care of all charges. Shortly thereafter, I was contacted and asked to sign a contract. I refused and stated I did not want the alarm and would not sign any contracts. The company said they would come and remove the system, they never did. Since that time, I have had multiple bills and calls sent to me, in my name stating I am overdue for monitoring services. I have repeatedly stated that I did not sign any contract, did not want the service and they did not install this system with my permission. I have stated this over the phone, I have written this as a response to bills. Yet all my communication regarding this seems to be ignored, with more and more threatening letters and calls. I do not even believe that there is a monitoring service being provided, as in the past I and other family members have accidently set the alarm off, and no one from this company has ever contacted me regarding the alarm. The most recent incident would have been this past fall.Desired Settlement: I want the system removed. I want the overdue charges removed and any adverse credit reporting in my name removed.

Business

Response:

The contract is in your name and was signed in April 2012. Who signed this contract ? Why did it take so long to notify us of this issue ? Have you filed a police report charging your relative for falsifying a contract in your name ? Please provide these documents to us at your convenience. At this point in time teh contract stands.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have repeatedly stated that I have no contract. The business states I just now stated this. I do not have a contract with my name on it. I will need a copy of the contract with my signature on it. And yes, I intend to take this contract and file a police report verifying that I did not sign it. Until this buisness sends me a copy I would have no way of doing it. I expect there should also be a witness on this contract, and I would like to see who that person was.

Sincerely,

Business

Response:

Karen,

I have attached a copy of the contract. the scan unfortunately has a black line where your signature is so im working on a copy of the original. I will attach it when I have it. Whis is [redacted] ? Who let the alarm company into your house ? Were you not aware it was installed ? Where did you think it came from ? Please note that the charges will need to be filed against your relative or spouse.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I will need a copy that displays a signature, this does not. I was not home when this system was installed. I was at work. I had called after it was installed and asked that it be taken out, and it was not removed. When your company has called me in the past, I had explained this over the phone. I have asked over the phone to have a copy of a contract sent to me, this is the closest to one I have seen. I have also responded in writing to bills sent to me that I wanted a copy of a contract with my signature.

Sincerely,

Business

Response:

A new copy is up with a signature. Please note you still will need to file fraud charges against your spouse or whomever authrorized this. In addition we are awaiting responses to our questions. No action on yoru part will result in no action from us. No calls were placed within the 3 day recission period asking for this account to be cancelled.

Consumer

Response:

There was no attachment with a signature connected to this response. I intend to file charges and I am also going to ensure it is noted that a representative from your company was a witness to a signature that was false. There was no call to you from me, as I was not aware that a contract was signed in my name. However, each time your company called me, I told them I signed no contract. Your company did not call me to ask if I wanted the service, or if I was aware my signature was on a contract, WITNESSED by your representative when it would have been clearly known by any reasonable person that I did not sign it. Please provide that document, in full.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

There is no further action we can take at this time. Instruction has been given.