Safe Home Security, Inc.

Review: I allowed the salesperson who was in my neighbor to come into my home and I was in the market for a Security System, but I only wanted a 24 month and his was for 36 months. The salesperson told me that the contract would last for 36 months (12 months longer than I originally wanted) and failed to mention that if I did not cancel the contract prior (60 days) to the ending of the contract the consumer would be responsible for an additional 12 months added to their contract. For older people like myself, that is just wrong. I failed to read the contract and of course that is my fault. But because of that I am stuck with a SORRY security system that has not been working the full 36 months as it should have been. I just want to really let the world know that they should NEVER sign up for this security system because the people are RUDE when you call to talk to them and It's like nothing you can do! If nothing else I want others to know that this company takes advantage of people.Desired Settlement: I would like to be able to end this contract or pay 6 months instead of the full 12 months.

Business

Response:

The company has agreed to honor the customer's request. We have taken a $239.94 payment (6 months at $39.99) and will be closing out the account with no additional payments.

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: 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: I submitted my cancelation request as instructed by a Safe Home Security Representative and received confirmation that my request was received. My contract should have ended in August 2015, but this company will not return my money. I have called and emailed two different contacts, but neither will respond to my requests.Desired Settlement: I would like a refund for the erroneous charge, an apology for the inconvenience, and a guarantee that I will not receive any future charges from this company.

Business

Response:

The disputed amount will be for September and October. After October's payment clears (Oct. 15th), I will have a refund check in the amount of $85.98 sent to the customer's home address. I apologize for the inconvenience and the account has been closed.

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: Safe Home Security has provided me with great service from November 2011 until April 2014. I sold my house and called to request cancellation. It was then that I was told I could not cancel unless I gave a notice in writing. I was told at that time also to submit a copy of the HUD agreement showing that I sold the home so that I would NOT be charged anything going forward. I faxed that same day and mailed a few days later a letter requesting cancellation and copy of my HUD sale agreement. A week later, I called to confirm cancellation because I received a few "general marketing" emails from Safe Home Security, Inc. During this called, I was informed that my account was in collections for $400+. I was transferred to collections because both [redacted] and [redacted] (customer service reps) could not explain why the acct was in collections. I left a message with [redacted]. We have NOT spoken. I am waiting on her to return my call. This is absurd considering the fact that $57.77 was automatically deducted from my account monthly for the past 2 years including the month of May 2014. I don't owe Safe Home Security, Inc. anything beyond what was paid. They are no longer securing/servicing a house I own.Desired Settlement: I am requesting this account be closed effective immediately and my account be removed from collections with a $0 balance. I want written/email confirmation that I will not be billed for a past due amount.

Business

Response:

When a customer sells a home they owe 90% of teh contract to term. This customer owes $485.54 to cancel. Please review the contract terms for specifics.

Review: I signed a 3 year contract with this company. After about 2 1/2 years I called and asked about getting out of the contract and they stated that if I elected early termination I would have to pay a fee so I keep paying the contract that was in place. After the 3 years were up I called to cancel and they said that I would have to put it in writing and mail it to them. My wife wrote a cancellation form that I signed and mailed to their office headquarters. Thought everything was fine then sometime later I got a bill for around $150 saying that I was months behind. I notified them that I canceled the contract. Months went by and I got another bill for around $300-$400 I notified them again that I canceled the contract and I was not going to pay that bill. Years later I went to my credit union to apply for a boat loan and they stated that I owed Safe Home over $1400 and told me to call them and get it resolved first. I tried numerous times to make contact with no success, even called them a few time on speaker with the loan officer sitting there. I had to write a explanation letter to the bank to get the loan. Now I am trying to refinance my home and Safe Home Security is showing up on my credit report for $2.509Desired Settlement: I have no intention to pay or settle the amount that they say I owe them. I want them to erase this clam and take me off credit reporting as soon as possible.

Business

Response:

This account has been turned over to [redacted] and associates. This account must contact [redacted] and associates.

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: 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,

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: On the 28 of may I notified them that our alarm had not been working.and that we were going on vacation and they needed to get someone out quickly never heard from them called twice after that and they knew our vacation date when I returned on the 1st of July from vacation still with no service could have been broken into. Got a call from alliance said they were going to service but were booked till July 16th and I said forget it I'm contacting Revdex.comDesired Settlement: Termination of service with no fees or penalties.

Business

Response:

The company is still attempting to get service out to the customer, but as can be seen, the customer has rejected service. The company is willing to offer a month of service at no charge and the ability to receive a service call. If the customer declines, the company has no other choice but to pursue the remainder of the agreement on file, a total $459.90. The customer may contact either Customer Service Manager Miguel C[redacted] at [redacted] ext. [redacted] or Customer Service Manager [redacted] at [redacted] ext. [redacted] to finalize either of these options.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: on may ,28 2015 I made 3 calls to safe home sec notifiying them our alarm hasn't been working and needed someone out immediately because we would be going out of state on June 15,2015 after 3 calls we never herd a word returned from [redacted] on July 1,2015 I got a call from alliance saying they were booked till July 16th and I told them if my house was robbed while we were gone nothing would a happens so iif I'm not getting the service I pay for I don't want it I feel they broke the contract not me because they failed to provide us with service for 20 days so they should release me from my contract without paying the remaing amount of the contract

Sincerely,

Business

Response:

The company is not in breach of agreement, as we are simply contracted to monitor the activity of the alarm system. The company maintains its position.

Review: Alarm has gone off @ 2AM,4AM,6AM for nearly 4 months.

WE have contacted [redacted] Safe Home Security, [redacted] (###-###-####)Many time with 3 promises of a technician to come, causing us to stay home all day, and no one came!

To add to insult, Safe Home Security mailed us a letter telling us we have to fulfill the remaining 2 year of the contract preventing us from getting another alarm company to fix the problem.

Previously to contacting Mr [redacted] we had 3 different technicians come to our home and they did not fix the problem.Desired Settlement: fix alarm, refund of service for 4 months, remove remaining 2 years of contract

Business

Response:

Account Manager [redacted] is still working with the customer to get service to fix the alarm, service currently set for November, 20th. The customer's first contact with Safe Home Security was September 28th. Since that date, we have had a service technician at the home one October 3rd, 16th, and 20th, when it was determined that the resolution was a system panel swap. The company has been working with the client every step of the way. We will offer 1 month of service due to the issues experienced since October 20th with getting the panel to the technician, who did not have the correct part. There will be no refund, as we were not contacted by the customer until September 28th, and were quick to attempt a resolution. The company will also not be waiving the final 2 years of the agreement, as we have not breached the agreement, and have been working with the customer to find a resolution over the past 2 months.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Today's date is 11/20/2015, a technician was here today and could not install the system and left us without an alarm. Furthermore our telephones do not workas a result of the incomplete repairs and we are isolated from phone contacts.

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: In Sept. 2013, my contract with Safe Home Security expired. An employee from the company , Brittany called and asked if I wanted to renew, my replay was no. She then told me I was on a month to month contract. In Feb. 2014 I called Safe Home Security to cancel. I was told by an employee to send an e-mail and follow it up with a letter, I did. Since then I have received a bill every month. The company even renewed my contract for another year.

On July 24, 2015, I spoke with another employee [redacted]. She talked with her manager and we came to a settlement, of $325.00, I though. I called the company on July 30, 2015 to find out [redacted] no longer worked for the company. Now they want me to pay $700.00 for some service I never received. This is a rip off.Desired Settlement: Accept the $325.00 an employee of the company, [redacted] agreed to.

Business

Response:

The customer paid the settlement on 7/30 prior to receipt of this complaint. The matter is closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] I feel like I was forced to accept this offer. If not the company would continue to charge me more. Furthermore I was offered another offer but the company reneged on the offer.

Review: My father is 84 years old and have dementia, Safehome Security's sales person came to the house and sold him a five years security contract where he never locks the door . The sales person also did not explain to him that he would not be able to get out of the contract before the contract ends. Now, my mother passed away, and he moved in with us. We found out about the contract , and called the safe home security, they told us we have to pay for rest of the contract which ends Aug 2017 even we don't use it !!! My father is living on fixed income Military retiree, he could not afford to pay for something he did not need it. We have called the company several times, but they insisted for us to pay them...Desired Settlement: We would like to cancel the contract...

Business

Response:

The customer signed a 5 year agreement in August 2012. There is a 90% buyout clause for early cancellation including a move. We offer the ability for the system to be moved prior to a home closing if teh customer calls and requests such. The buyout on this contract is $1716.82.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

My father signed the contract while I was deployed to Afghanistan, he already started having dementia back then, we can provide doctor notes to prove it. We were not sure how the sale person got him to sign such contract for five years, especially we never lock the door for last 13 years he lived there. Now he no long lives there, we don't think it is right for us to pay such contract. However, since my father in law signed the contract, we are willing to pay for one year of $564 to cancel the service we don't even use.

thank you for your help.

Business

Response:

Peter it's not the service thats at issue. We buy these contracts from outside dealers and pay a large commission upfront. We dont make any money on these until the customer is retained after a primary contract. I'll give you a break even cost for us $1500. Take it or leave it. These contracts have recission periods upfront. This was never an issue until long after install, I'm sorry.

Review: Safe Home Security, Inc. acquired our security contract when [redacted] (our original provider) went out of business. We realized in August 2014 that Elevate was no longer in business, and contacted [redacted], who was operating the alarm system. We were then told by [redacted] that they ([redacted]) would forward our information to whomever held our contract, and we were advised that if no one contacted us within 48 hours, that the contract would be considered null and void and we could move forward with a new security company. After waiting 72 hours, we called [redacted] again to confirm that it was okay for us to move forward with a new provider. This WAS confirmed by [redacted], and they have all of this noted in their system currently when we call. Out of the blue, we received a letter from Safe Home Security in JANUARY 2015 stating that they were now going to take over our security contract, and they started pulling money out of our account with no notice or confirmation. This was FIVE months after we tried to contact them originally, and they had never billed us or contacted us prior to January. We blocked them from being able to take money out of our account and have contacted them on SEVERAL different occasions to try and explain our side of the story and resolve the issue. Every time we call, we have to explain the entire situation before anyone will let us speak with management, then, we are always told that someone will have to call us back, and they have NEVER returned our calls. They continue to bill us, so the amount continues to build up, and they have now reported us to the credit bureaus. I feel that we have gone above and beyond trying to get in contact with someone to resolve this, and we have been treated poorly, and pushed aside, only to receive constant letters harassing us about how much we owe them and that they are going to send the account to collections, when the contract should not even be upheld anymore.Desired Settlement: I would like a billing adjustment, because we do not owe them any money. they failed to uphold their end of the contract by not providing us any kind of service for more than 6 months, even after we tried to contact them initially.

I would like a correction to our credit report, since they have sent us a letter saying they have reported us to the credit bureaus.

I would like our contract terminated, as it should have been in August 2014.

and I would like to receive no further contact with this business once this is resolved.

Business

Response:

Safe Home Security acquired the contract from [redacted]. The customer had signed a 5 year contract, in 2013. If the customer called [redacted], they would show his account was not on line, due to the account was being monitored by legacy, not [redacted]. The customer contacted thre wrong monitoring company, then switched to [redacted], while under contract with another company, before verifying the facts of the situation. The account was on line and sending signals. The contract is valid, and the account is due and owing. If the Revdex.com would like a copy of the contract and signal history, we will be happy for forward them, for review.

Review: On 12/17/13 I called to report an issue with the alarm system. Using the "Stay" setting did not set the alarm. While the keypad indicated that the alarm was set, doors could be opened and the alarm would not go off. Was told that we would be contacted by the scheduler to get service scheduled. The scheduler never contacted us.Between 12/27/13 and 1/20/14 I called Safe Home on six separate occasions to inquire on status of service ticket. Customer service representative stated that they are still trying to schedule service.On 1/20/14 I received a call from Safe Home Security and was informed that they would not be able to repair the alarm system due to no longer having a contractor in place in the state of MN. The representative advised that Safe Home would be cancelling account. We were told the following:1. The home would be monitoring through the end of January 20142. We would not be charged an early cancellation feeWe were advised to have another security system installed by the end of the month so there would no lapse in coverage. After scheduling another provider to install a security system we called Safe Home to confirm the cancellation of the account with Safe Home security. We asked for written confirmation via letter and were told "We don't do that." We then asked for an email confirmation. [redacted] took down our email address and said she would send the confirmation.On 1/22/14, a new provider installed a new alarm system.On 2/18/14, we were charged $43.99 for monitoring.On 3/4/14 I spoke with [redacted] who said request for cancellation was denied, despite being guaranteed by another representative. ** will review the case and recorded calls and will contact no later than 4:00 PM EST on 3/7/14.On 3/7/14 I received a voice mail from Safe Home with no details. I tried calling both the representative and [redacted] but was only able to leave voice mail messages.Desired Settlement: There are two desired outcomes. First a refund of $43.99 for monitoring charges billed on 2/18/14. Second account cancellation with no early termination fees per the conversation 1/20/14.

Business

Response:

Called customer prior to this concern and was in the process of resolving his issue when the was filed. Spoke with [redacted] a few times and personally reviewed his situation and we have cone up with a solution that he is please with. We cancelled his new agreement which was 43.99 until 2018 and cancelled his original agreement without penalties due to information that was given to him that was not correct. We stand behind or employees and honor what was said. We also will credit his account 43.99 via bank account or send check. I gave [redacted] my name and contact information if needed in the future. [redacted] has committed to forward his approval of the situation to all agencies he reported to that he is satisfied with the outcome.

Review: In April 2014, I received a phone call from [redacted] regarding a contract renewal. A new contract was then sent to me for a five year service plan. I was going to renew my contract but then I changed my mind and decided not to renew the plan so I sent a letter of cancellation addressed to Safe Home Security inc. and [redacted] Requesting cancellation once my contract was over on June 20, 2014. I was auto billed for July and August so I called and I talked to a gentlemen at Safe Home Security in September and told him I cancelled my services but my family renting my house told me that the system was still active and he told me that [redacted] was no longer with the company and that may be why my request was not processed and or handled, I told him that I did not want to renew the contract that is why I never sent it back and he told me that my account will be cancelled. I was auto billed for September and October. As of today 10/2014, my security service is still active. I called Safe Home Security on 10/3/2014 and I talked to an associate by the name of [redacted] and he told me there was nothing in my files regarding canceling my contract, I told him about the letter I sent to safehome security inc. specifically requesting cancellation of my contract renewal. [redacted] told me send him another request via email requesting contract cancellation. I sent the request to him via email on 10/04, 10/05 and 10/13 and just like the letter I mailed to Safe home security my email has been ignored forcing me to be stuck in a contract for another year. I keep trying to contact [redacted] about this matter but I continue to get ignored.Desired Settlement: Refund me for October 2014, Cancel my contract and do not bill me coming November 2014 and any month in the future. Cancel as requested.

Business

Response:

We received the customer's email requesting to cancel dated October 14th, 2014. The customer's account is now canceled.

Review: This Complaint involves Safe Home Security. My system was installed 12.16.13 and there has been nothing but problems starting the next morning. A Sensor was bad, and would not come online. I called the Installer, and he said he would replace it when I returned back in town, as I was leaving town that morning home. Then, a couple weeks late, two more sensors went offline, and it took 6 WEEKS of phone calls before someone was sent to repair them. Even then, there was another issue with the system just moments after the Tech left. I called, but he didnt return the call. This seems to be an ongoing method with this Company. very rude and disrespectful Customer Service reps on the phone. One got into a shouting match with me. I have NAMES and DATES and TIMES of most of my calls. Many techs said they would call me back...none did. I have asked repeatedly to be let out of this bogus contract, and, apparently, you can not get ANYONE on the phone above the people that I've had to deal with already. There is ONE Road Repair person for SEVERAL STATES. I live in the mountains, of the western part of Maryland, and apparently am at least a 3 hour drive from the Tech, IF he is IN my state. This one tech seems to be overworked, with all the driving and servicing that has to be done. How can proper customer service be maintained like this? The bottom line, I want OUT of this 2 month and 2 week old contract I will NEVER be satisfied and will NEVER speak well of this company as long as I am forced to stay with them. Making a Customer HAPPY means doing whatever you have to do to make them happy. If that means parting company, then so be it.Desired Settlement: To be Released from Contract, without any or MINIMUM monetary costs to me. The contract was signed 12.16.13 and there have been consistent issues since the next morning, 12.15.13. I have been asking to be released since the 3rd week after install.

Business

Response:

The system in question was installed on 12/16, by a senior technician. On 2/17, we received a signal that, the living room motion detector was not working properly. At that time, the customer contacted the technician and set a service call, for 12/27. In the interim, the motion in question did not report a continuing malfunction. On, 12/27, everything was tested and was working properly. The system functioned without problems until 2/4, when 2 devices indicated an error. In all cases, the error was supervisory and the system was working perfectly, before and during the dates in question. We did service the system on 3/1, and again everything was working as intended. The customers first contact with our customer service department, was on 1/8, and at that time no complaints were issued. The request for service next took place on 2/5, and at that time,, the customer refused our offers of service.We have provided both a qualityproduct and met all the requests for service.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1) Typically, they have their dates and facts wrong. They mention, first, that they received a signal the living room was not working properly on 2/17. THAT correct date IS 12/17, which is the day AFTER their ''senior technician'' did the Install. I called him, on his cell, per his directions should there be a problem, on Dec 17th, less than 24 hours after Install. I was leaving town that morning, and was VERY dissatisfied that the system could not be armed PROPERLY and COMPLETELY. This is when their "senior technician'' told me he'd had troubles getting the sensor in question online the evening before. Since I was leaving town, the repairs could not be made until I returned, on 12.26.13. I expressed a COMPLETE DISSATISFACTION with the system when I called on 12.17.13. The ''senior technician'' also did not have all of the equipment I'd requested, and I gave him an address where I would be while out of town, to mail the missing equipment, which he said he would do...but he did NOT do. And I became angry that I'd given him someones home address needlessly. As for the ''motion senor in question"...it did not report any ''continuing malfunction" because I was told by their senior technician to take it offline. The system would not arm COMPLETELY until that was done.

2) The senior technician arrived on the 27th of Dec, I believe, and replaced the malfunctioning sensor, and THEN, perhaps, things were, as they say, ''working properly'...

3) I returned home from another out of town trip, on Feb3rd, 2014...on the 3rd or 4th, I started getting messages that BOTH sensors in my basement were malfunctioning...NOT WORKING. I armed the system, waiting an appropriate time, as given by their ''senior technician'', and then walked down into the basement, moving about freely, not setting off either of the sensors. To ME, this means they are not working! This is NOT a ''supervisory error'', as they called it in their reply...I called the senior technician back to let him know of this, and, he said he would return as soon as possible...I've not heard from him since.

4) NOTE...from February 3rd or 4th, when I started calling their main office, over the next TWENTY DAYS, I spoke to at least SIX or SEVEN different people...ALL told me they would either call me back, personally, OR, get someone else to call me back...NONE DID.

On February 24th, at 5:18 PM, a service technician finally call me, to schedule a repair or replacement of the two bad sensors in my basement. He told me the earliest he could be here was MARCH 3rd. I told him I would be out of town, so, he set the date for March 1st. He arrived on March 1st, and, had to replace the non functioning sensors that were in the basement. I expressed, again, my TOTAL displeasure about the company and the length of time it took for someone to get out here to make the repairs...He told me he understood, and would have someone call me from the home office...no one has....STILL.

I called this same repair technician 5 minutes after he'd left, about something I'd forgotten to mention. He told me to unplug something, which then started sending messages to my e mail that there was another problem. I called him back, but got no answer. I left a voice message.

5) I got a call from someone in the office about this latest situation, and they said they would send the service technician another service order...The person that called me was VERY disrespectful, and told me "nothing we do seems to please you"...I suggested they remove the system, and that THAT would please me... And YES, I have ALL of the names, dates and times of people I've spoken with at this company.

6) The Service Technician returned, on March 14th, to dismantle the box that was clicking, and that was no longer needed because of the different sensors he'd installed in the basement on March1st. Another 13 days waiting for a repair...

Finally...I am STILL not happy with this Company. I have been lied to by people claiming to be "Supervisors", spoken to in a rude and non-respective manner, and told, quite frankly, that I could BUY my way out of a Contract that, at that time, was just a few days old. This is STILL not a company I want monitoring my home and its possessions. And I STILL want someone in a position of AUTHORITY that CAN release me from this contract, to communicate with me.

Sincerely,

Business

Response:

The system received perfect test signals, from the date of installation and periodic weekly testing. The system was operational, there was loss of supervision on a sensor. Service was done and the system is working perfectly and as intended. A copy of the customers contract and signal histroy, from installation, will be sent to the the Revdex.com for review. We will give the customer a free month a monitoring for his inconvenience.

Review: A representative, [redacted], came to our home and gave us the spiel on Home security systems. He talked about how crime had been increasing in our area, and indeed there had been a brutal murder a couple months prior (very unusual for our area). We discussed my concern for the patio doors and he said that they were indeed a huge breakin issue. He said they would be able to secure them. He handed me the contract to sign and I saw that it stated it was a three year contract. I immediately questioned him and he said that was just a generic contract they use and that the 3 years wasn't mandatory, but they like us to try the service for at least a year to year and a half that way they cover equipment costs. From the get go we had problems with the service. The patio door alarm kept falling off. I called the company several times to fix it and they would send another guy out who would glue it back on. a short time later it would fall off again. I called back and spoke with a customer service lady who I explained the reason for our getting the service was to secure the door with an alarm and if that was not possible, there was no sense in having the service. She said she could send another guy out and he was very good at getting the patio doors secured. But they may require drilling into the aluminum to secure it. I told her to send him out and we would see what he could do. He tells me the aluminum patio doors are almost impossible to secure because the don't hold adhesive well. He told me he had drilled many aluminum patio doors and that the alarm would hold. Well, he put it in and it stayed for a while and then broke off and fell sending a false alarm to the police (of which we got a warning that we would be fined for any future false alarms). I called the company and told them I wanted to cancel their service. The lady tried to talk me out of it and offered to send a repair guy out. I explained everything that had been done and that I had been very patient, but there was no use in paying for a service that cannot deliver what was promised. This was around March of 2014. The 3 years would have been up in June. She tells me the contract is not up until June. And I cannot cancel until then. I explained that [redacted] had told me they only asked to stay at least a year to a year and a half and it had been 2 and 1/2, that I had been very patient and reasonable about letting them try to fix it. She tells me I signed the contract and I was obligated to fulfill the terms and I would have to call back in June to cancel. I called back in late May or first few days of June and they told me my contract ended on June 12th, but they had already renewed me for another year. I told them my contract hadn't ended yet, they had no right to renew me. I had made it clear I was cancelling and I was told to call back when it was time for my contract to end. After much back and forth they had me contact a higher up. I ended up talking to [redacted] who reviews the situation and tells me she will get it taken care of and tells me she has cancelled it. she said the July amount had already been debited to my account but that she would send me a refund check. so I waited and no check came. several emails back and forth asking about it and she would say she doesn't know why I haven't got it. Then they withdrew another payment and I contacted her again. She again assures me it shouldn't have been debited and she will check it and get back with me. Long story short, on December 22, 2014 she emails me that the CFO had denied my refund due to not giving 60 days notice (which even if that were required, I had given them notice in March) and they were not going to return my money. Had I known they were dishonest, I would have cancelled check, but she strung me along with the " oh, I'm so sorry, I have it taken care of". I have the emails from her and me if you would like to see them.Desired Settlement: I would like for them to return my money that they were not authorized to withdraw and which they told me would be refunded at the point they withdrew it.

Business

Response:

There is no refund due. The customer signed an agreement that stated they must send the company written request for cancellation at least 60 days prior to the expiration date of their agreement, which was July 12th, 2014, or it would be automatically renewed for a period of 12 months. The customer did not get in written request of cancellation until June 20th, 2014. Instead of enforcing the customer's contractual terms, which obligates them to make 12 more payments, the company honored their written request of cancellation as 60 days notice, taking the customer to August 20th, 2014. All payments are valid, there is no refund due.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The Safe Home company did not provide a viable product as promised and expected. They sold and installed the equipment while knowing full well that the patio door would be a problem. They did not warn me of this issue because they knew the patio door was the main reason we were trying out the security system. You can see thru the records which they keep that we had had multiple issues with the security system and we were more than patient in allowing them the opportunity to try to fix the issue.