Safe Home Security, Inc.

This is the second time I have had service problems with Safe Home Security and no one came out This last situation was an emergency situation where the panel went completely dark, could not see anything and could not activate numbers or away or stayI'm thinking the alarm was not activatedOnce someone went in and out of door, alarm went out and we were unable to deactivate the alarmCalled Safe Home Security for Service Tech, told me they had no one to come out to service alarm I had also called the day before which was New Year's Eve, Service Tech told me they would have someone call me the next day, I asked if office was open and the person said yes, I waited thinking someone would call not knowing there was a a real problem until someone actually opened the door around 5pm New Year's Day, having to get up to go to work at 4:00am
A Supervisor got on the phone, telling us to unplug the alarm, we kept telling him there was not a cord we could unplug and they insisted that there was and that he could not do anything for usI informed him I would not get off the phone until this issues was resolved and he told me I was not cooperatingFinally my son got on the phone and asked him if something could be done we could not go in and out of door with alarm going off, as I had informed him we had neighbors above me with a little kid three years old and that I had to leave for work at four amHe didn't seem to care cause there was nothing he could doHe advised my son to unscrew several wires, which I do not have phone service, and as he was unscrewing the wires you could see fire poppingHe also had me pulling out the battery trying to tell him what wires were leading to where and both of us sweating and my heart beating and both very nervousFinally got wires unscrewed and when I finally talked to someone, I refused to allow someone to come out because I', canceling service with Safe Home Security, they are now turning the situation back on me saying I'm refusing serviceYes, I am refusing service, who wouldn't?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meas long as I receive confirmation when the account is fully closed and no further bills or other actions come from them in the futureColin was helpful and I wish him and the company the best, they did not receive my letter in the mail or is was not handled properly or the billing address I sent it to was not where I was to send it, and their people did not forward it to the proper person perhapsIf my phone calls were returned they would know my requests and the letter would not have been sent and this would have been resolved early last monthTheir rates are ok, but the service I received is not
Sincerely,
*** ***

To Whom It May Concern,
The consumer has made several accusations against the company but has been unable to substantiate such claimsAgain, the company sympathizes with the consumer's situation and has offered a more than fair resolutionConsumer's cannot expect the company to be held liable for our end of the contract, but not be liable for their end of the contract.
The consumer than turns around and bad mouth's the company because we will not release them from the legally binding agreement, which is a completely unfair business relationship as the company has done everything in it's power to assist this consumer and continues to uphold our end of the agreement.
We will again offer the customer a free re-training of the alarm system and free inspection of all equipment and parts to ensure proper communication with the monitoring stationIf the customer chooses not to accept that the company will offer the customer a 90% buyout of the current agreement(normally only applicable for sale of home, death, and transfers).
We have no further findings on this matter and we ask that The Revdex.com close this complaint as resolved.
Sincerely,
Colin W***
Corporate Account Manager
Safe Home Security

To whom it may concern,The Identity Theft Protection has been removed from the ***'s Security account as they have requestedWe have gone ahead and put a credit on the ***'s account in the amount of $That will cover a full month of security monitoring at no
chargeRespectfully,
Colin ***
Corporate Account Manager
Safe Home Security

To Whom It May Concern,
I sincerely apologize if *** *** felt she was bounced around between representatives when she called in.
I can confirm as requested by *** *** that her account with Safe Home Security will close on October 13th,
2016.
We ask that The Revdex.com close this complaint as resolved.
Sincerely,
Colin W***
Corporate Account Manager
Safe Home Security

When I moved to a new home recently, I asked SHS to install my security system in the new home After two missed appointments, no shows by the technician, and almost a month with no security service, I found another company to provide home security Now SHS wants me to continue paying them for NO SERVICE for another two years They are threatening me with late payments, processing fees and warranty (??) charges They say that their lack of performance does not give me the right to withhold payment Can this be right?

To Whom it May Concern,
The reason *** *** account has not been closed is because she did not send a cancellation letter in the required time frameBecause of the issues *** has claimed to have had, Safe Home Security will be closing her
account.
Please let this serve as formal confirmation of cancellationNo further money is due on the account.
Sincerely,
Colin W***
Corporate Account Manager
Safe Home Security

To Whom It May Concern,
The customer's original complaint was that the sensors were not installed and money was taken fraudulently from her accountOnce Safe Home Security confirmed on this platform that the job was done and the money was paid to Safe Home Security for parts, the customer is now claiming we have not provided proper customer service in an attempt to be released from the contractual obligation.
Safe Home Security has fulfilled and followed through with all things promised in the first contract signed, as well as the second contract signedThe customer was unwilling to pay for an additional part to ensure the communication in the shed would be at full strengthWe have since offered to remedy the situation at no charge to the customerThe customer is refusing to accept our offer.
If the customer is refusing to accept our offer of putting a free signal repeater into the shed to ensure proper communication at no charge, Safe Home Security will be forced to seek the full term of the original signed contract expiring February 11th, 2021.
I will be more than happy to contact the customer on the number she provided to have our technician go to the home and install the part at no charge.
Sincerely,
Colin W***
Corporate Account Manager
Safe Home Security

***
I was going to file a complaint but was not worth my time / expense in doing so - but hope my sharing of my experiences will help steer others clear of Safe Home Security (SHS)In summary, I attempted to end a yr contract early with full knowledge of having an early termination fee; why did I want to cancel? Because the services provided were horrible; The contract stated that SHS would be responsible for monitoring and maintaining the service but it turns out that (apparently) unless you perform bi-monthly testing of the alarm system they cannot guarantee the system will work as expected (i.eThey cannot be held liable for lack of services rendered); but even simple tasks like monitoring for batteries failing in detectors which are detected by control panel, and therefore available to the monitoring company ; you would think that might initiate a service call; or when the phone line is out of service someone from the monitoring service would call the alternate lines to see what's up (gee maybe a burglar cut the line???); or in my case, when I finally got fed up and removed the system from the house that someone would call to see why the system was no longer responding??? Nope, not a peep - only thing I kept receiving was a bill

To Whom It May Concern,
If the customer had marked her calendar correctly and sent the cancellation letter at any point in the years and months leading up to expiration, the account would have closedThe customer did not send her cancellation letter until months after the accounts expiration dateEntering the account into the year renewal phase.
We have explained our stance on this matter previously.
We have no further findings on this matter.
Sincerely,
Colin W***
Corporate Account Manager
Safe Home Security

*** ***
This account is in the process of being cancelled and the
credit is being repaired to fix any adverse reports
class="MsoNormal">Jevaun P***
Resolutions Account Manager
Safe Home Security
Sebethe Dr
Cromwell, CT
###-###-####
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Complaint: ***
I am rejecting this response because:
GreetingsI would like this message to be forwarded to *** *** who mediated back and forth on complaint ID ***I never responded to the last message on Jan because I was called by Safe Home Security on Jan @ 12:I spoke to a lady who said the President personally read my complaints and asked her to call meShe apologized for everything I had been going through and said that they are releasing me from my contract with no penalty and that my delinquent payments have not been reported to the credit agenciesThat was the perfect resolution and I was pleased with the final outcomeBoy oh boy I should have known betterI didn't write her name down because I was in the middle of a lunch meeting and had to take the call outsideNow I am kicking myself for actually trusting what she told meweeks later I am still receiving late notices and have been called twice by them inquiring about my late paymentsI spoke to a lady named Shar at ext on Feb @ 11:amThis call was a total shock because I was under the impression my contract was cancelled and everything had been resolvedThis conversation escalated quickly when she said they had no record of anyone contacting me in Jan and that I still owe them moneyTo make matters worse, she got rude with me and started one of her sentences with "First off...." I immediately went into defensive mode and cut her off, letting her know nothing good can possibly come after starting a sentence with "First off"She somewhat apologized and said she'd elevate it to CaezarGreat, he never called me back in the past and no surprise hours later he still hasn'tKeep in mind she assured me he would call within hoursI am at my wits end right now because this is absolutely ridiculousThe lady that called me Jan from ###-###-#### assured me I was good to go and apologized multiple timesWhat are my options? Should I open another complaint with Revdex.com and add this new information? Please help!!!
*** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Other than the July phone call I was not contacted any other time and did not receive their message until today
July due too being away I called at 5:pm est and spoke to Dave S*** who switched me to the account
manger who tried to convince me to keep it open l told her no she said the account will close Aug will wait and see if they keep their word also I would no longer be charged after that date.Safe
Sincerely,
Eugene H***

A refund of $has been mailed to *** *** which is the total amount of the monitoring we billed him onThank You!!!

Complaint: ***
I am rejecting this response because: I sent the business a copy of the letter sent to them in the mail, usps, and they (conveniently) claim to have not received it The contract says to send written notice, it does not state that the notice should be sent be any special means
Safe home stopped charging the account in September 2024, then started charging (on my checking account) in November I was not aware that the charges were from safe home security, I thought they were from their new security company,***, had I known I would have contacted them myself
I still say they are trying to scam my parents and they continue to send them a bill for over $300, all the while refusing to refund my over $they stole , through deceptionhow o you charge for monitoring when no equipment from your company is connected?
I will continue to pursue this through other legal channels
Sincerely,
*** ***

# *** *** Spoke with *** *** customer will be sending me proof of all the double billing plus proof of the buyout
payment. Once I receive this information I will set customer up for service to do a PMI. Once technician confirms service call I will reimburse all the double billing moneCustomer agreed and will be sending me the request via-email Gladysbell S*** Payroll Manager Dealer Support Manager Safe Home Security Sebethe DrCromwell, CT###-###-####

I had *** *** and they sold my account to Safe Home SecurityOnce the account was taken over by Safe home I could not get a technician out to my home to get my system working,I had an appointment and the tech never called or showed upI took days off from work for them to come out and never didthe second time a *** Tech came out but still was not able to get the system up because the part he brought did not work out of the boxI called *** and they told me they no longer have my account and Same home was the one that had the tech sent out even though the tech had an *** car and shirt, I Called Safe home every day for weeks with no call backthe only way to get them to call me back was not to send them a paymentthey called me telling me my account was passed dueI told them I was going to cancel my account they sent me to the voice mail of some one else that also never called me backThe lady that called me when I did not send payment told me I was still under contractThis is still going onI was also promised a free month because I took time off from workI never got that ether

To whom it may concern,
Miss***'s account with Safe Home Security was permanently closed on February 19th, 2016.
On Monday February 22nd a letter was mailed to Miss***'s home confirming cancellation of her servicesThe equipment inside of the home
belongs to Miss*** and was purchased throughout the entirety of her agreementIt is her equipment to do with what she pleasesThere is no a**itional billing or obligations regarding this accountSincerely,
Colin W***
Corporate Account Manager
Safe Home Security
*** *** *** *** ***
***

Complaint: ***
I am rejecting this response because:
due to the fact that nothing was ever mailed to me from either *** and or safe homeThe only phone calls I have gotten from safe home is after I filed this complaintWe signed the contract with *** and there was a warranty for services on their systemWe never received anything regarding the change in who was servicing our system and never received a contract from safe homeWe had an *** technician out in April and our services were still with them so I am not sure how safe home contacted us that our services were under them in MarchWe did not know safe home had our contract until we called for service in June when our alarm stopped working correctly
Sincerely,
*** ***

To whom it may concern:
"">It was brought to our attention that *** *** has filed a complaint against Safe Home Security IncWe have addressed all of her concerns regarding the cancelation of her accountWe were able to rectify the problems and the account has been canceledWe spoke to the customer and apologize for the inconvenience and explained the delay in response*** *** is satisfied with the decisions made and has no further requestsShall you have any further questions please respond to the Revdex.com as stated Respectfully, Stephanie L*** Customer Service Manager *** Safe Home Security ** *** ***
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