Safe Home Security, Inc.

Review: There was an alarm system installed by Safe Home Security in my home when I moved in in 2012. They technician inspected the system and said it was working. I entered into an agreement with Safe Home Security for a five year term. After numerous false alarms and myriad problems dealing with Safe Home, they sent over a different technician in 2013. He indicated that the system is defective and that it needs to be replaced. Safe Home refuses to replace it unless I sign a new five year agreement at a higher monthly rate. I know that they need to honor the original contract and install working equipment. They keep sending me bills and are threatening to report me to credit bureaus. They have also threatened to sue me for money they claim that I owe. To reiterate: I do not have a working alarm system. Since day one, it has not been working. This company is unscrupulous, dishonest and will simply do anything to (try to) pry money out of me. I have never in my life dealt with a company that is less interested in providing service to a customer. They don't care. They just want to collect money -- apparently for providing no service at all.Desired Settlement: I want the contract declared null and void and want them to go away -- I never want to deal with these people again.

Business

Response:

The client is aware that he needs a new panel. He has no service warranty because he refused to purchase one. We have offered to repair if he pays for new equipment, he refuses. We have offered to give him the equipment in return for a contract at a higher rate so he does not have to pay a lump sum and he also refuses. It's up to him at this point we have made numerous offeres, we are not fixing for free and we are not cancelling the contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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: 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: 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 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: Signed yearly contract with company out of Brewer, Me. Notified them by phone I had dropped my phone land-line and therefore did not need their service when my contract expired. They said that that was fine and appreciated my business. Approximately 3 months later I received a call from the same named company but in Conneticut, not Maine. They claimed I owed them close to 100.00 dollars for unpaid past fees. I told them that I had not renewed my contract and that there wasn't even a phone line to report a break-in. I have told them 3 times over the phone when they called me that I had cancelled my service, they would not except my cancellation.Desired Settlement: Stop billing me for no service and accept my cancellation.

Business

Response:

the customer is on a yearly contract from December to December. He may pay his balance for 2014 and cancel if he wishes. He is aware of this as he called in January 23, 2014 and was informed of such. In terms of nothing to monitor it's teh customers responsibility to maintain a phone line, not having one does not alleviate the obligation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I did not sign a contract with this company. My original contract was with a home security business out of [redacted]. I contacted the company in December and told them I no longer had a land line and I could not receive cell phone signal at my house, therefore I was not going to continue my service as no one would be living in my house and the security service would be useless. That was the last I heard from the [redacted] company. I would like to be more specific with the name of the company and the name of the person I spoke with, but my original contract and contact information is at my other house (which has the security system) and the next time I go there I will retrieve the papers and the name of the person I conversed over the phone with.

Sincerely, [redacted]

Business

Response:

[redacted], the contract you signed for is a 3 year contract which we purchased and is completely assignable. You have paid 2 years on it. You can call us at [redacted] and we can provide a copy.

Review: I received my Safe Home Security system in March of 2009. In 2012 I started experiencing problems with the service; the alarm would sound without cause and has worked intermittently since then. I continued to pay for the service because they told me I could not cancel and that my homeowner's insurance would increase if I did. In January of 2014, I moved to the state of [redacted] and I contacted Safe Home Security in January or February (telephonically) and stated I wished to cancel my service since I no longer resided in my home. My husband had been diagnosed with terminal cancer and we moved in with my daughter and her family so they could assist with our care. On June 13, 2014 I contacted Safe Home Security again, this time with my daughter, and stated I would not be moving back to [redacted] and that I wished to discontinue service with their company. I explained to them that with my husband passing away on June 11th, I could no longer afford to continue their service and that I would be closing the account in which they make their monthly withdrawal. They stated to fax them and send a letter stating I wished to cancel service and they would honor it. I receive a letter from them, dated July 14th, stating I had to notify them 60 days prior to the renewal of my contract in March of 2015 to cancel or I would be renewed for another 36 months in accordance with my contract. My contract states I would need to pay the "difference between the number of months of the monitoring paid and 30 months." I do not live in the house, I do not need it monitored and I want it to be disconnected, what can I do?Desired Settlement: I would like to be refunded the amount of monitoring services from June (at my second contact with them when I was led to believe the service would be canceled) to present. The amount is $38.29/month for a total of $76.58.

Business

Response:

We will cancel the account but we will not be refunding any monies. If the customer can provide closing documents to prove the house was sold and they paid past teh closing date we wiould reconsider the refund. Please allow 30 days for the cancellation process to complete.

Review: My account was purchased by Safe Home from [redacted] (another story!). When I called Safe Home, they had a phone number that I had two years ago. This was just the beginning. Being sold was done without my permission or knowledge. Since May 31 I have not had an alarm system that works and notifies the police. A Safe Home technician came over (at MY request) at the beginning of August, after I tested my alarm and found that it had never been connected. Discovering this, I called the monitoring company ([redacted]) and they told me I had had no monitoring since June 1. The tech who came said he didn't have a "part" to connect it. He told me the "part would be mailed to me on a few days", and when it arrived to call for him to come back. It never arrived. I called to ask what happened. At one point I was told I had to buy all new equipment because [redacted] was "different" than the equipment they use. I refused, since it was not MY decision to change to Safe Home. They backed down on that when I said my equipment IS new.Every time I have called, I have to go through the same story over and over. I HAVE NO SERVICE. I HAVE BEEN RECEIVING BILLS GOING ON THREE MONTHS. I HAVE TALKED TO THE BILLING DEPARTMENT AND THEY TOLD ME "OF COURSE YOU WONT GET A BILL IF YOUR ALARM ISN'T CONNECTED". I still keep getting bills. They do NOT care about anything except collecting money. I have talked to the resolution department, customer service,tech dept, had a tech here. EVERY TIME I call, they have no records of ANYTHING. I just want an alarm that works. I just don't want to pay for nothing. Apparently, they could care less. Today I talked to the resolution dept and they are sending another tech over. He promised to give me credit for the bills. Only problem is... I have heard that before and nothing changes. On top of this, I am still receiving bills from [redacted],too.Desired Settlement: I want [redacted] to stop sending me bills. As long as Safe purchased my account, Safe should take care of notifying them. I want Safe to stop sending me bills when I have NO SERVICE. I want them to connect the alarm. Then I want monitoring as they promise their customers. I want NO charges from them to connect or fix whatever they have to do. They are not really an alarm company--- they are a bill collection company. Bill for NOTHING.

Business

Response:

[redacted] requested solution is currently in progress. Nothing else to report.

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: 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: 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: A former tenant of mine had an alarm system installed sometime in 2013 in the property they rented from me from January 2011 - June 2014. According to tenant they sent written request to cancel service on February 14th of 2014. In December of 2014, I received at my home, which is a different address, an invoice from Safe Home Security for an unpaid balance. The invoice was addressed to me, at my home. After a week of phone calls to SHS, all of which were forwarded to a message service that would simply hang up, I spoke to someone who was able to give me the service address. After determining that, I spoke with my tenants who said that they had signed up for alarm service but had cancelled the service nearly a year before. I informed the person from SHS that I had never signed up for an alarm system, that it was a former tenant and was told that "I had signed a contract and was responsible". To be sure, I, [redacted], never signed any contract, nor consented to be responsible for any contract, nor provided any indication to that effect. I have since been receiving at my home, monthly invoices w/ late fees and interest for service I never signed up for. I have contacted my former tenant who has furnished me w/ copies of letters dating Feb 14th 2014 requesting cancellation of service and additional letters send in December of 2014 and January of 2015 requesting cancellation. I am now receiving letters threatening to "escalate the status of the account" and possibly refer the matter to collections.Desired Settlement: Acknowledge receipt of original cancellation. Zero account balance, late fees, etc. and stop mailing me invoices. The account should have be closed and no further invoices sent in February of 2014.

Business

Response:

The tenant is irrelevant. Mr. [redacted] is on teh contract and is responsible for it.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I, [redacted], never entered into a contract w/ this company. Please forward copies of any and all documents regarding this matter including: contracts with signatures, invoices ,statements, requests for payment, letters received from either Mr. [redacted] or former tenant [redacted].

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

As stated previously. I did not sign a contract with that company. That is not my signature and I did not ever in any capacity meet with or request to meet with anyone from [redacted] That address is to a rental property of mine. I have never lived there.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not agree to take responsibility for anything. I have contacted the former tenant to determine if they are willing to satisfy terms of contract. If not, I assume we will take the next step.

Sincerely,

Business

Response:

I can offer nothing further. Please see previous response for instruction

Review: I continue to get invoices for services that ended 10 months ago when the service tech was a no call no show. For 10 months I attempted to get this issue resolved. SHS does nothing to resolve, and continues to invoice non service.Desired Settlement: the invoices to stop,account closed

Business

Response:

We did service this customer who has no service plan with us, and customer upset of the service charge. We offered to waive the fees and sent out a cell backup unit free on charge (199.99) and when if arrived would install to get system working. Customer told us that he was going with another company and we again explained the agreement in which he signed on 6-2-12 for five years. He sent in a cancel letter and a letter to the president complaining about service, which he has no plan with us to service. We again called and offered to clear his past balance and get the system working and he refused. His answer was to have the president of company hand write an apology to him and install a new system with five plus cameras and give him 20 years of free service, which is extremely unreasonable. We stand by our original offer to fix his system and he still has the cell backup unit which cost 200 dollars. He has paid ten of the sixty month and will be held to for full his agreement. Contact person is [redacted] at [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: [redacted] was not accurate in the response. SHS failed to correct this problem since Sept of 2014. I [redacted] have initiated many times with phone calls and written notices to get this resolved. [redacted] made it sound like they have been trying to correct this problem which is not true. The offer to fix the broken unit after ten months is not acceptable. SHS has established a history of just not responding to complaints. I understand Revdex.com had to send a second notice to SHS because they did not respond to the first one. I sent a email to [redacted] the first week of May with all the details from my point, and asked for him to reply with the details from SHS point. Again I never got a reply. The response also had that 10 months of the 60 have been paid and I would be responsible for the balance. Again U N T R U E. [redacted] needs to review this account and make true statements in his response.

Sincerely,

Business

Response:

The customer has 2 options. We can install the part and he can honor the remainder of his agreement approximately 2 years or he can pay teh 90% buyout to term $1041.63

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is not right.

Sincerely,

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: 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: 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: 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: 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: I have been paying on this account from day 1, the most I have been behind is $49.00. Safe Home Security has put on my credit report that I owe them $254 before the last payment it was over $300.00. This is not correct, they want me

to pay 3 month in advance and since I have been with them I have been paying every month.Desired Settlement: I would like for them to take this off my credit report because what they have put on there is not correct. I Lost my job in 2010 and notified them of that and that is why I took the automatic draft off but I have never been 3 months behind.

Because they want me to pay 3 months in advance because I have no draft does not mean I am behind.

Business

Response:

The customer can only pay monthly if they are on automatic draft. We do bill 3 months in advance with quarterly billing if they choose not to have auto draft. If the customer would like to go back on monthly draft for December 17th we would be willing to do the following only as a 1 time solution:

1) They pay $75 of the current back and late fee balance

2) We would update the credit report to reflect paid never late

3) They would have automatic monthly draft on teh 17th of every month beginning with December 17th, 2015.

If the customer rejects this offer then the current back balance and reporting will remain. The a/r on this account is accurate. It reflects owed back balance, late fees, finance fees and returned item fees for bounced drafts.

Consumer

Response:

The reason I got off the automatic draft is because I lost my job 2010, I am not making the money I was making at that time and when I notified you of this, the person I talked with had no problem with me paying monthly. If I could afford to do a monthly draft I would but I am not late if I am paying monthly. I made an agreement with someone in your office and they had no problem with this payment plan. I can not remember the female that was handling my account at that time so that is why I send my payments in the way I do. I can't send what I don't have and you should understand that as long as I am keeping my payment caught up monthly.

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] Brown

Business

Response:

We do not have a billing system to accommodate your need. You are paying with a draft now so could your payment be made either the 5th or 17th of each month ? We can accommodate that but it does require you to go back on auto draft. We do not bill monthly for paper bill customers so the only other option would be for you to continue quarterly billing and budget it that way.

Absolute liars! My contracted ended after five years with this company I could not get them to lower the rate to a reasonable price and went with someone else, the refused to cancel the contract, never notated the account and will continue to try and steal our money, I have left several voice mails trying to take care of this and they refuse, and deny that they have received the calls......I will never recommend them to anyone ever!! horrible horrible horrible!