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Safe Home Security, Inc.

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Reviews Safe Home Security, Inc.

Safe Home Security, Inc. Reviews (1130)

Review: Safe Home Securities has installed its security system at my house about two years ago. At the time of the installation we had failed to install patio door sensor since the technician didn't have the right part available. I had called them for several days asking to complete the installation to no avail. Ever since my back door is not protected compromising a security of my house.

Two weeks ago the alarm sound started going off every few hours. Additionally, I can no longer turn the system On. I have called Customer Service every day for the last several days. Every time a new customer service representative tells me that technicians are not available but someone would call me back with an appointment. So far the appointment is not set up while my family cannot sleep due to alarm sound every few hours.Desired Settlement: I really would like to change the provider. Yet, Safe Home Security insists on paying 90% of the remaining three year contract term if I terminate. Please help. I have never made late payments to them but I don't want to continue paying for no service.

Business

Response:

ok, the service call was completed, the alarm is working perfectly...

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: They bill us three months at a time. We do pay in two checks. On the checks we do right the account number. For the past three invoices they have only applied one check but will send both checks through the bank. This is the third time I have had to straighten this out. The first time I was able to handle over the phone with them - no complaint. The second and third time I have had to get the checks from the bank (copy of front and back) and send to the company. This last time I called and the lady I talked to said she would have someone call back about this matter but no one called. When I called back the lady I talked to said it showed we were paid till February (which was our next bill date). When we received our bill it still showed the past due plus a late fee. So I went to the bank and got the copies of both checks. I mailed payment for the next three months plus copy of checks they had sent through the bank and didn't apply to account. The due date is the 15th of this month. Today in the mail (2-11-14), we got a past due letter. How can it be past due when it isn't due till the 15th. I tried canceling service due to the service we have got from the billing/accounts receivable department. They wanted to charge us over 1000 dollars to cancel service. Service contract runs out in May anyways. Why would I pay that amount when I can just pay for three months and then cancel (a rip off). We have paid, I cant help they don't know how to apply the checks. I don't care if I write 10 checks, it should be applied correctly. This invoice I paid in November, I had invoice number on both checks and stapled them together. I even wrote paying with two checks at the bottom of one check. I am not one to complain but after dealing with this the past three times it gets frustrating.Desired Settlement: I would like for you to be aware of this information. How can a company send checks through your bank and not even apply to your account. Not once, not twice, but three times. I want services to be able to be cancelled and not penalty for us cancelling. IT is not being cancelled for no reason. It is being cancelled because they don't know how to run a business. I do have to say, when the alarm was accidentally set off they were very prompt with there calls. It is due to the billing/accounting.

Business

Response:

I have spoken to customer [redacted] and was reviewing issues with him. He suggested I call his wife that she is the one who handles the payments. He thought payments were being sent to us at the corporate office. We today received the 2 copies of the checks they sent. They were sent to our lockbox in Chicago. One check was applied correctly and the other was placed in a misc account. I have reapplied the check to their account and credited the late and finance. I have left another message for [redacted] as to what happened and what I was doing and if possible going forward to mail checks to the corporate office. I left the address in the message. This should clear up the issues with payments being posted.

Review: In June 2012 I signed an agreement for three years of home alarm services with [redacted]. Since I was planning to move, I called the number listed on my agreement in April 2014. I talked to a woman who told me that to terminate services I could call them and provide notice and that I would have to pay 80% of the balance of my agreement which ran through June 25, 2015. I had called because there was no notice in my agreement or the [redacted] website about termination and penalties. The person who installed the system on my existing [redacted] system also had not indicated if any penalty would exist for terminating early. Since I did not know my exact move date I indicated I would call later.In June after talking with two people, I was connected with a third. He said the woman I talked to was no longer there. He indicated I would have to pay the full amount of the remaining time on the contract and that I had to provide written notice to the company that I was terminating service.On 6-21-14, I wrote to [redacted] and mailed it to the address listed on my agreement which was [redacted]. I indicated I wanted to terminate service the end of June and asked that I be sent a bill to my new address of the final amount due. I stated that I thought this should be 80% of the balance of the agreement. I asked that the final bill be sent to my new address at [redacted].On 7-16-14, I received an unsigned letter from Safe Home Security in Conneticut that was sent to my old address and forwarded to the new despite the fact I had indicated my new address in writing. The letter stated my contract with Safe Home Security ran through 6-25-16 and that if I did not want to renew 60 days written notice was required.Desired Settlement: My written notice to the carrier listed in my agreement was clear indication that I wanted to terminate the agreement. I should not have to do it again. The commitment that I was given in April of 80% of the balance of the agreement would close the agreement should be honored.I want Safe Home Security to send me a bill for 80% of the amount due when I provided written notice and close my account. Even after my written notice a months service charge was taken out by them through autopay.

Business

Response:

Customer had a 36 month agreement. Buyout is 90% not 80% $221.93 is what is owed to term. Please contact us to make payment or arrangement at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

While I'm reluctantly willing to pay the 90%, I should not have to contact the business again. I already asked them in writing to send me a final bill at my new address. This is a simple straight forward request. I merit more than simplistic, incomplete and curt responses from Safe Home Security, such as a nameless unsigned letter sent to the wrong address stating "I have reviewed.." without stating the who or what I is or the same kind of e-mail response to the Revdex.com stating I need to contact some 800 number.

Is it really too much to ask that they send me a final bill in writing? Sincerely, I would like to know if the Revdex.com considers this an unreasonable request. After all when I last called them, they stated I needed to contact them in writing.

Again to the Revdex.com, thank you for your assistance and caring about responsible business practices. To Safe Home Security, simply send me a final bill and I will pay you.

Sincerely,

Business

Response:

Invoice being mailed.

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 received the final invoice today and have send payment.

Sincerely,

7-28-14

Review: We are in [redacted] and had been using [redacted] for many years. Safe Home Security telemarketing called us and promised low rates and great services. SHS we signed a 3-year contract with Safe Home Security (SHS) in April 2014. In May this year (2015), we were out of town for 2 weeks. When we came back we received a bill $350 from ** Tax Collector for: 1. Non-licensed alarm system – penalty $100 2. False Alarm penalty - $250 (False alarm incurred while we were out of town (we have proof). Apparently this was Safe Home Security’s technical problem). We were shocked. We called ** Tax Collector and here were the answers: 1. SHS should have paid the 2015 renewed licensed fee for us (** City does not accept personal payment, but only accepts payment from alarm company) 2. During our trip, the false alarm incurred, SHS called the police – because we are “unlicensed”, we had to pay $250 penalty. SHS should have known that [redacted] City Police Emergency Alarm Ordinance requires residence annual alarm license fee for $45. [redacted] used to pay the registration fee for us and charged us back. Any person operating a non-licensed alarm system is subject to a fine of $100 and a fine of $250 for each false alarm. We called SHS customer service, filled out alarm license registration form, wrote a check for $45, and sent to SHS, along with a letter with instructions. We also shut off alarm system until SHS has paid alarm license for us. From May to October, we had been paying SHS monthly fee but received no services. We constantly contact SHS customer services and ** tax collector and ask if the license fee was paid. ** Tax Collector claim ED that the license fee was not paid,. We never received any payment proof from SHS. In September, ** Tax Collector sent e-mail to SHS and requested payment for $45. Again, SHS had no reply. Finally we stop paying bills and requested cancellation of contract on September 30. But SHS sends us late charges and threatens sending us to collection agent. We have paid all but we do want to cancel our contract. We have proof of all e-mail and phone calls.Desired Settlement: We are fed up with Safe Home Security's services. We want to cancel the 3-year contract. Since we signed a 3-year contract in April 2014, all we have are false alarm and non-license fees (as we mentioned above).

SHS lied that they paid license fee for us, but they didn't.

Business

Response:

Safe Home Security is only responsible to monitor and respond to the activity that occurs in the customer's home. The homeowner is responsible for the registration, operation, and false alarms that occur with their equipment in their home.

Review: We switched over our monitoring from [redacted] because [redacted] had price increases 2X in less than a year. I was told it would be a fairly seamless transition to Safe Home Security. Well, my alarm system has worked for a total of maybe 14 days since it was installed over 2 years ago! Since then I have paid to have my house re-wired and had to deal with my phone company and SHS coming out to try to figure out why my alarm system would take down my phones within a few hours or days of being put on-line. I received some credits along the way as I complained about paying for monitoring that was not happening (not to mention all the time I spent). They stopped communicating/sending out techs for several months so I sent in a cancellation notice (with full explanation of why). That was ignored and I started receiving bills again once my original "credit" ran out. When they tried to collect, I explained to yet another person what was happening and they FINALLY sent out a tech that knew what he was doing and he told me that the original guy who transferred the service from [redacted] to SHS did not wire it correctly and that is why the alarm system was shorting out my phones (which is what the phone/cable company kept saying but the other SHS techs insisted the alarm was not the problem). This was in April. I was told once it was determined not to be my fault, my account (which had been hit with late fees, interest, and monitoring fees for the months I did not have an alarm system) would be credited. I continued to get bills saying I owed over $200, but I only paid the monitoring fee that I owed since my alarm was functional again. I left messages and sent in letters asking for my account to be credited as promised. In July I was sent to collections and that person FINALLY researched everything and said a credit would be issued. When I just received the September bill, the credit was still not noted. I called and was told that collection person is no longer with the company. I am having to start all over again.Desired Settlement: I would at minimum like the $247.14 credit that I was told I would receive (monitoring for months when my system was not working and late fees/interest) plied to my account. Quite frankly, I have already paid several hundred dollars to SHS for what amounts to about 14 days of a working alarm system, hours of my personal time trying to get this resolved, frustration - oh and a wiring tech and re-wiring bills that amounted to over $300. The real amount due to me is more like $750.

Business

Response:

The company has credited the account as the customer requested. In hopes to create a working business relationship, we have offered some free upgrades in service, along with some months of free service contingent on a new agreement. As of right now, the account is at a $0 balance and paid through until December 1st of this year. Spoke with [redacted] and she is satisfied with this resolution, and considering future options that have been presented.

Review: Upon signing the agreement the salesman stated that because I was active Duty Army he would waive the 60 month term for the product. On my sales slip (the carbon copy) he crossed out the 60 month term, circled the companies phone number for questions, and circled the due date for payment. In August I moved across the country due to work and sold my house in December. I called them immediately as I was no longer using the alarm system. I was told on the phone by one of their associates that they needed the bill of sale and that they would cancel it for me. I sent them a copy as instructed and called back this time they stated that I had not fulfilled my obligation and that I owed another $1159.71. I told them that I was not under any contract as the salesman had crossed this out and told me I would be month to month. they told me I was a liar and that I was making this up. I sent them a copy of my contract and they said I forged it as on theirs the salesman did not make any marks. I have called them back multiple times and left messages but they have refused to talk to me or return my phone calls or e-mails.Desired Settlement: I would like my account cancelled

Business

Response:

SORRY FOR THE DELAYED RESPONSE, HOWEVER, WE CAN NOT LOCATE THIS ACCOUNT WITH THE INFORMATION GIVEN. THE ADDRESS PHONE AND NAME DO NOT CORRESPONDE MAY WE PLEASE HAVE THE NAME ADDRESS OR PHONE THE ACCOUNT WAS UNDER?

Review: I have tried since May,2015 to discontinue my services. When I called in May I was told to send them a cancelation notice. I did that sending to the address I had for this company-the letter was sent back as "could not be sent to address listed.. I then called several numbers which were not in service. I finally got ahold of someone and told them of my situation- I am retired,had to pay a major medical bill and am now taking care of my great grandson so felt I needed to cut back,especially since I have not had the system on for five years. At this point I stopped payment- thinking someone would contact me.. After two weeks I called again. I finally asked to speak to someone in billing, this is when the run around started, so I asked to speak to a manager the first one Colin C[redacted] told me to leave a message I never got a return call, finally after the third I asked for another manager. he told me he would take care of it and call back in about a week to check. I called back and this time he was not available but I talked to a Brian who told me it was not cancelled, but he would take care of it. I called back in about a week and Brian told me it was canceled. Then I received another bill stating what I owed plus,lated fees and a late charge. So once again on the 27th of August I called again to be told I could not cancel my policy as I did not meet the deadline and that I must send payment. Being thoroughly upset I sent a check . Three weeks later I am told that I was sent a letter telling me that I was being turned over to a multiple credit bureau. Once again I tried to call a Traci C[redacted] to find out why-her answering service told me she was busy and would get back to me within 24 hours. Twenty four hours went by so I called again only to get ahold of her answering service that I would be called back in 24 hours, now a week later still no phone call. If these people would have been honest and up front I would have sent them a _____________ check. I am tired of calling them and getting tired run around therefore I am contacting you.. Hopefully you can help me out and my excellent credit rating will be re-established.Desired Settlement: Clear my name of poor credit rating and straighten their poor system of working with people. I have never worked wit such a misleading company. I would also hope my services would be discontinued do to my situation. Thank you for your time. Hopefully you will take care of the matter and get back to me so I know where I stand.

Business

Response:

This account is scheduled to expire on June 5, 2016.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is okay but not real happy with their continued salesmanship. Tried to get me to extend my commitment at a reduced price.

Sincerely,

Review: Account # [redacted]

Monthly Payment is 29.99

Dispute is for $119.96

Problem started on 6/16/2015

The last technician that came to try to fix it was in the month of July 2015. To this date it has not been fixed. I have had numerous calls from the alarm system stating that the motion sensor has been triggered. There is never any intrusion.

I had an appointment on August 18, 2015 from 9-1PM and no one called me nor showed up. I called on the 19th of August to find out what happen to my appointment, that failed to show up.

I spoke to this lady by the name of Teresa, she was apologetic and so forth. She told me that she would set my apt on the 20th at 6:30am. No one ever showed up. She sent me a contract to sign, since my contract has expired since April of 2015. She said I would get 5 free months if I sign the contract. She called me about 4 times the same day, to ask me if I had sign the contract. I was out running errands and at that time I was not able to read my previous contract. Needless to say, she has harassed me ever since that day. I get an email EVERY MORNING, asking me to sign the contract.

I never signed the contract, I was waiting for the technician which never showed up and to this day I receive the same email, asking me to sign the contract.

The last call I received the technician stated that someone would call me on the 31st and no one called again.

I called Teresa and they insist on me paying for the month of September, even though its not working. They still are asking me to pay for the month of September and they been calling me. I have already told them that I have paid since June and my system has not worked properly.

I have just receive a bill on 9/28/2015 for charges that are ALL erroneous charges.

1. Previous bill of $79.00, Never had an outstanding balance, its an automatic debit. The only outstanding balance should be $29.99, because they still wanted me to pay for September, for service I do not have.

2. Monitoring of $59.00, the monthly charge a month is 29.99, now they are charging for service from 10/15/2015 thru 1/15/2016. My contract has expired since April 11, 2015

3. Processing fee $3.00

4. Warranty fee of $30.00- Do not know what that means, I had my equipment before I sign service with them on April 11, 2012. My contract with them was for 36 months. A total charge of $142.96

I have paid 29.99 every month. My equipment has not been working since 6/16/2015. So I am asking to get refunded $89.97 and removed the $142.96 bill that was dated 9/25/15.

I have check the review for this company after the technician failed to show up twice and found out that they have a rating of 1 star. When I click on the link, my computer froze completely, I had to go to my IT to get it fix and spent $79.00, taboot.

Please help me get this resolved. I have my contract and any other information you need to support my complaint.

Thank you,

[redacted]Desired Settlement: I want to have my refunded $89.97 for the months my alarm system has not worked properly and have the recent bill I received cancel/removed. And not have any of these charges reported to the credit bureaus. I do not think they have gone this far yet.

Business

Response:

Safe Home Security has agreed to cancel Mrs. [redacted]'s account without penalty. Mrs. [redacted] may disregard the current invoice; no further money is due.

Consumer

Response:

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

Sincerely,

Review: I signed a contract with Safe Home Security to have a security system that included two indoor cameras for $10 per month. Within the 24-hour cancellation time frame, I informed a sales representative that we did not like the indoor cameras and would like to have them removed. He removed the cameras from our home and told us our bill would be adjusted down accordingly because we no longer have the cameras. Safe Home Security continues to charge us for the cameras. I have called them no less than 5 times. Each time they tell me that a new, adjusted contract will be mailed to me to sign that does not include the cameras. To date, we have not received a new contract to sign and are still being charged for the cameras each month.Desired Settlement: I hereby request that our bill be reduced each month by $10 going forward, and I request a refund of $10 a month for each month that we have had the service. We have had the service for 6 months, so I request a back payment of $60.

Business

Response:

A new contract, with a $10.00 reduced amount, has been sent out. Please sign, date and return it, in the self addressed envelope, provided. A refund for $60.00 has been requested. They will be sent seperatley. We apologize for the inconvenience.

Review: I received a invoice stating that I owe $182.96 when they have been taking out $39.99 out of my checking account monthly. The statement states that I had a previous balance of $99.98,but no dates of missed payments. Then, they thank me for making a payment of $39.99 on 9/15/2015. Next, on 9/25/15 I'm being charged $87.97 for monitoring 10/01/15-01/15/16, processing fee of $3.00, and a Warranty 10/01/15-01/15/16 of $30.00. When I called to asked the to explain why I was being charged, I told that on 9/14/2015 that my bank decline the payment. However, my bank account does not show that on my statement. Also, I have overdraft protection where funds would be transferred into my account. I tried to explain that to the representative, but she was rude and hung up the phone on me. I tried calling back 3 times and I got a busy signal on ###-###-####.Desired Settlement: I would like all of the interactions on my account on 9/25/15 and previous balance of $ 99.98 removed from my account.

Business

Response:

Called customer and left a message that her payment did return for september but didnt say why. told cust only owed for 39.99 for septmeber and 39.99 for october , that all other charges would be waived and we can set account back up for payments to come back out automatically.

Review: I am in a five year contract with Safe Home Security... First, they would not let my husband and I cancel our contract even though we are military and were being ORDERED to move to a new location. So we continued to pay it even though we were not living in the house. Second, I deployed to Afghanistan for 2013 and called to cancel or suspend the account and they would not allow it even though I offered to send my mobilization orders showing I was deploying. Only to be told later by a representative that they actually should have allowed me to suspend the account while I was deployed. Third, we are selling the home and they will not let us out of the contract until the home is completely sold and we send in documentation. Mind you the security system is not being used and is sitting in a box. I asked if we could end the contract early since they made the mistake of making me pay while I was deployed and they said no. Not to mention, customer service is awful and rude and when you ask to speak to a manager, they decline saying that they are the only managers and no other exists. This company is a scam.Desired Settlement: I want my contract canceled.

Business

Response:

The customer is in a 5 year contract, however, upon sale of the homw we will cancel the contract. Please forward closing docs. Otherwise the contract expires in July 2015. We do not suspend agreements for military personnel.

Review: I have had and alarm failure for almost a month, I have talked to several representatives from this company regarding the alarm system not working properly. The alarm company has had internal problem with a tech in this area and I understand that, however it has been well over three weeks since we have heard from this company.I called the company this morning and nothing positive from the conversation. I feel we have been getting the run around and my family is not safe with a alarm system that does not work.The only thing I am hearing is you are under contract until 2017, I am ok with that, I just want the the company to be responsible for what need immediate attention.Overall my family and I are very displeased with this company, we have had problem since the very beginning of this relationship.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like for a tech to fix this problem, or allow us to opt out off this contract.

Business

Response:

Business Response /* (1000, 5, 2013/07/16) */

Mr. [redacted] was provided service on July 12, 2013. The panel for the security system was deemed to be damaged, tech didn't have the part at the time. It was agreed upon between SHS and the Client that the damage occurred during a powering down of the system during after hours, client was instructed to disconnect wiring, due to this I offered the client a new panel, and a new service date will be provide once client receives security panel in the mail. The issue of providing service has been met for the initial contact. Second service will be determined on client calling us upon receiving security panel.

Consumer Response /* (2110, 7, 2013/07/17) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

I agree with the response to what may or may not have happen to the panel, however the panel in my opinion is not damaged to the point whereby it can not be fixed, I feel if the post to the battery on the panel was replaced then the panel would be operational, it was not determined who would pay for the panel being send, I will not pay for the panel because I was instructed how to take panel apart to stop the alarming. Company has to take ownership for this equipment.

Review: Our company has been broken in twice. So I decided to purchase additional motion detectors. I have been calling Safe Home Security since November to

the motion detectors installed. They keep giving me the run around, transferring me from manager to manager and it is now March 2013 and I still do not have a technician here in the office to install the motion detectors. I have asked them to brake my lease since they cannot provide me service and they refuse. I have never dealt with a company that is so incompetent on resolving customer issues.Desired Settlement: I either want them to have a technician at our location before April 2013 or Cancel our Service so that I can acquire help elsewhere. A company that is local would probably be a better for us.

Business

Response:

Business Response /* (1000, 5, 2013/04/09) */

A service call is scheduled to be completed on this customer this week. We have also credit the customer for all down time and also for inconvenience.

Review: We started to experience problums on 8/12/15, our alarm install was completed on 8/10, on 8/12 our alarm went off down stairs in our basement at that time the montering company did not contact us. I called the number that we thought was the correct number for montering ###-###-#### after almost 1 hour I was able to reach a person. The number I was given was a number for Michael T[redacted] the company he previosly worked for. I was finally able to reach the correct company Safe home Security ###-###-#### I spoke to the owner of the company Mr. R[redacted], on 8/13 around 10:00am, concerning the issue we were having. He gave me Craig’s extension [redacted] and also trasnfered me to him. On 8/13 I spoke to Craig and advise him I was not satisfied with what had taken place. The technsion had given us a previous company that he had worked for. I also explain to him that our alarm went off and I was not contacted by the monitoring company. Craig then explain that we are not set up for monitoring until after 3 days of the install . I then advise him I would like to cancel the service I also put it in writing due to falsification and misleading information given at the date and time of install. Craig at that time advise me there wasn’t a contract ion file and that it was documented that on 8/13/15 customer has chossen to cancel their service. Craig assured me it was taken care of . I have all the information adn documentation needed confirmation emails from Craig and all contact names that you may need. Please address this and get back to me.

Thank You [redacted]

Business

Response:

Customer signed a monitoring contract and made payment for services on 8/7/15. On 8/8/15 we completed the installation, per the customer's request, and the customer signed an Installation Completion Certificate dated 8/8/15 confirming that installation was done to their satisfaction.

The customer then contacted our office on 8/12/15 stating that she wasn't sure if her system was working properly and stated that she would cancel if the issue wasn't resolved. Customer simply wanted to ensure her system was working properly. We agreed to proved a free service call immediately (for that day or the next day) and the customer agreed and asked us to contact her husband to schedule the service time. We contacted her husband multiple times over a 4-5 day period and he never made himself available for the service.

On 8/25/15 (12 business days after the contract was signed) the customer sent us a cancellation letter via an email attachment. Unfortunately, this does not fulfill our 3-day cancellation requirement. We made every attempt to schedule a visit for the customer to prove to her that he system was working and never received cooperation from her husband. We communicated with the customer several times during this time period and were prepared to meet her demands for service to prove her system was working.

At this time we are happy to fulfill our promise for a free service call to ensure her system is working properly. She can contact us at ###-###-#### to schedule the technician.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Review: My security system has been down since the first of May 2013. I have talked to many people at SHS regarding the repair of my security system and I have not had any service since MAY. I set up appointments with their technicians and they did not show up for the appt. I called and rescheduled and the same result again. I've talked to their customer service dept. and also their technical people to get some support and some help to get my security system operation to no avail. I cancelled my automatic bank draft and stopped paying them in June. Now I am receiving past due invoices because I do have a contract with them until Aug. 2014. I have sent these invoices back telling them I am not paying them until I get some service. No one ever calls me and they continue to send me bills and all they do is annoy me to no end. I would like to not have my credit rating destroyed over this matter and of course, I would like to have my security system repaired and operable.

Product_Or_Service: Security Alarm System

Order_Number: unknown

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like my security system repaired and when it is repaired and operable, I will begin paying them again. I would like not to be billed for the time that has lapsed with no service. My contract should be credited for the time I've had "no service".

Business

Response:

Contact Name and Title: [redacted] C.O.O.

Contact Phone: [redacted] ex[redacted]

CALLED AND LEFT A MESSAGE WITH MY PHONE NUMBER AND EXT. I TOLD [redacted] WE WOULD CREDIT HER ACCOUNT UNTIL IT IS FIXED. SHE CURRENTLY DOES NOT HAVE A SERVICE PLAN , BUT WE WILL SET UP SERVICE TO REVIEW SYSTEM. SIGNALS ARE FINE IN THE CENTRAL STATION AND SHE DID RECEIVE A BACK UP BATTERY AND CAN CALL IN AND WE CAN WALK HER THROUGH INSTALLING.

Consumer

Response:

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

I still have no service and I cannot set my alarm system. They are crediting my account from May to the present time and they have offered to sent a technician to repair the problem. I haven't heard from a technician as of today, September 6, 2013

Consumer

Response:

They are making an effort to rectify the service problems; however, they have been making promises for quite some time. If they come through with their promises and get my system operating, I will accept the settlement offered.

Review: I recently discovered approximately three weeks ago that my agreement was extended another year without my permission. My initial agreement was for the contract to expire 12/2014, which is a five year contract. I purchased a battery warranty in 2012 which increased my payment by $5 a month. I was not informed that my contract would be extended nor did I sign any paper for extending the contract. I signed a piece of paper to increase my payment for the battery warranty. I wish to cancel the extended contract and I'm having a hard time doing it. If I had not contacted the company about an issue with my key fob, I would not have known my contract was extended.Desired Settlement: Cancellation of extended contract without any penalities

Business

Response:

The document Ms. [redacted] is referring to as a "piece of paper" is a 36 month agreement which is in effect until December 15, 2015. This account will not be scheduled to cancel until Ms. [redacted] fulfills this agreement.

Review: On 6/27/2011 I purchased a home built by [redacted] and signed an Alarm Monitoring Agreement with Integrated Excellence, LLC/IE Home Security at the [redacted] office. It was $31.79 a month for 36 months. It was taken out of my checking account. I had some problems with the alarm system and called Integrated Excellence and found that the phone number was no longer in use and the company had closed. On 12/31/2011 I received a letter from Safe Home Security with a copy of our agreement with Integrated saying Thank you for choosing Safe home Security as your alarm company which obviously we didn't choose them. On 11/18/2013 My wife called the company about an alarm that kept going off by the dining room window. The young lady she spoke to kept giving her numbers to put in the system but it didnt work, then she said she would give my wife a new 4 digit code and send it to her e-mail. But she didn't and the beeping wouldnt stop. My wife called and spoke to a rep and told him about what happened and he said well the girl was new and didnt know what she was doing. She then asked him to let her talk to a manager and spoke to a manager (name can be provided) and she told my wife to send a request of cancellation by e-mail and it would be taken care of. My wife did and they still kept taking money out of our account. We have gotten several letters from the company and a company called Safeguard America which has and address in Chicago, IL. requesting that we pay for monitoring (we no longer use Safe Home) and they have ruined our credit. Today my wife got a call from someone at Safe Home and he gave her the run around and wouldnt let her finish a sentence. He was rude and when my wife told him about all the complaints about his company to the Revdex.com he said it was Bull...t. My wife is 73 and can't take this kind of harassment. I have a copy of the letter sent to them about cancelling our contract just like they told us to.Desired Settlement: I want this company to stop making all the harassing phone calls and to cancel our contract at no cost to us. I want them to send a letter to the credit companies absolving us of any money owed so we can get our good credit back.

Business

Response:

The customer called to cancel on 11/18/2013. It's recorded and they are eligible to cancel at contract completion which is June 2014. They owe the months to that point, they have switched companies.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my wife spoke to a representative on 11/18/2013 and was told that all she had to do to cancel my contract was e=mail a letter to them with a request for cancellation and the reason why, which she did. At no time in the conversation was she told that I had to keep paying up until June of 2014. The company might say that they recorded the conversation but recordings can be altered. This company is not very professional at all. They harass customers, they have sub standard personnel who do not know anything about customer service and over 1,000 complaints at the Revdex.com regarding safeguard security and safe home security. I will not give up in my quest to have this company account for their unethical treatment of me and other customers.

Sincerely,

Business

Response:

The customer acknowledges in the complaint this is a 36 month contract. Expiration is June 2014, the months are owed.

Review: Company does not cancel my account after various tries to do so. Address and phone number listed on contract where not in service. I sent a cancellation letter to two different addresses and they were returned. [redacted] I have been paying the bill and not receiving any services from 02/04/2014 to 01/2015. I finally stopped payment because I could not locate them.

When they finally contacted me for payment I asked to cancel and they stated it had to be done in writing. I sent in a letter of cancellation and instead of cancelling I received a letter that said, " Thank you for inquiring about your account".

They did not cancell it.

They have not provided any services for me since 02/04/2014 when I acquired a security system with [redacted]Desired Settlement: I would like them to stop billing me for services they did not provide. They have not provided any services and avoided contact to cancel

Business

Response:

The customer's agreement was signed with [redacted], and then sold to Safe Home Security Inc. At that point, as company protocol states, the company sends out a letter to detail this transaction. For an unknown reason, it seems the customer never received that correspondence. Because of these issues, the company will honor the customer's request to cancel the account with no further billing due.

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 will contact Safe Home Security and pay the balance to close off the account. Once that is completed, I would consider this complaint resolved.

Sincerely,

Review: In August 2010 I signed up with Safe Home Security under my business name, [redacted], LLC, located in [redacted], CT. By September of 2011, my business was failing and the decision to go out of business was made. Calls were made to each and every creditor to dissolve contracts and make agreeable terms. I was able to come to terms with every supplier/service company with the exception of Safe Home Security. They wanted the contract paid to the penny. My husband had placed several calls to help me resolve this issue. He was met with rudeness each time.My business was officially dissolved in December 2011 with the State of CT.Starting in January 2012 Safe Home started calling my husbands private number demanding payment. After several calls by them. He sternly told them to stop calling him or a complaint would be filed.I just recently checked my credit scores to find that Safe Home had given me a negative report. Not once did I receive any correspondence from a collection agency. I would also like to know how they can do this as I was doing business with them as an LLC.Desired Settlement: I am requesting that the reports made to the credit reporting agencies be withdrawn by Safe Home Security.

Business

Response:

I'M NOT SURE WHAT THE COMPLAINANT MEANS BY "NOT ONCE DID I RECEIVED ANY CORRESPONDENCE FROM A COLLECTIONS AGENCY". SAFE HOME SECURITY HAS AN IN HOUSE COLLECTION DEPARTMENT AND SHE AND HER HUSBAND WERE CONTACTED, SEVERAL TIMES. THE CUSTOMER SIGNED A CONTRACT AND ONLY 15 MONTHS OF THE 36, WERE PAID. THE TERMS OF THE AGREEMENT NEED TO BE MET. PER THE NOTES, THE COLLECTOR DID TRY TO WORK WITH HER AND A REDUCED RATE WAS OFFERED TO SETTLE THE ACCOUNT. ANY OVERDUE ACCOUNT IS REPORTED TO THE CREDIT BUREAUS IS AS ANY OTHER ACCOUNT IN A COLLECTION STATUS. THE AMOUNT OWED ON THE ACCOUNT IS $525 PLUS LATE AND FINANCE FEES. I WILL OFFER TO WAIVE THE FEES AND REPAIR ANY ADVERSE CREDIT REPORTING IF THE CUSTOMER WOULD LIKE TO MAKE A REASONABLE OFFER TO SETTLE THIS ACCOUNT

Consumer

Response:

Review: [redacted]

I am rejecting this response because: After reviewing my notes, I find that Safe Home Security was the only service supplier that would not work with me when I had to close my business. I am willing to settle this matter for $300.00 and have any and all adverse reports to the credit reporting agency removed.

Sincerely,

Where do I begin?! 1st off the field agent knocked at my door, misrepresented himself as an [redacted] affiliate & offer my husband & I an upgrade. He had all our information & convinced us that with this upgrade we would have a better piece of mind. Considering there were many reported break-ins on our block, we decided to jump at the chance for better security. Well NOT TRUE at all. My home was broken into 6days ago with alarm & motion detector enabled, but no police dispatch was issued until I arrived home & reported it to Safe Home. We were told by customer service rep that a technician would be out in 24hours. Well after 24hours I CALLED & was then told someone would be there the next morning for sure...Well no one arrived again, I then asked to speak to a supervisor but was told they were not in the office & was sent to voice-mail. Finally a dispatcher called later that evening & said that a technician would be there in an hour...Well THAT DIDN'T HAPPEN! I called the next morning mortified at this point & was told by rep that a technician would be out in a few days because its now the weekend & I can leave a message for the supervisor. Monday morning came, still no technician or return phone call, so I called Safe Home back again (11am) & rep told me he can have a technician out tomorrow & still there were no supervisors to speak with. Finally, supervisor calls apologizes, offers a month free & tells me that a technician will be out later that evening...needless to say, its now Tuesday & still NO TECHNICIAN! I asked to cancel services & was told that I would have to pay over $3,000 for early termination even though they're not honoring their part of the deal....Crazy I Know!!!

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Description: Burglar Alarm Systems Dealers

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

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