Safe Home Security, Inc.

Review: Beware the contract terms with this company. It's okay to sign up with them for the 1-2-3 years term. They'll tell you that you can cancel at any time after the term. However, what they do not tell you is that you get a short 6 day window at term's [redacted] to cancel or you are automatically enrolled for another year. And there is no way out other than to pay the entire contract term. It does not require you to affirmatively sign up for another year. They simply state that theys sent you a document, and that you did not cancel rapidly enough. Of course, you do not think of these things two to three years after the fact and I think the natural assumption is that it is cacelable at any time, or at least on a month to month basis. Plain and simple, its a bait and switch, illusory and a nightmare of a notice system. Their customer service are trai[redacted] "it's the contract types"( that do not have any concerns for customer satisfaction. I will never ever use them again.

Product_Or_Service: Safe Home Security System

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Change their illusory contract and notice terms.

Business

Response:

Business Response /* (1000, 5, 2013/05/06) */

This account has been canceled per the customer's request.

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!

Review: On May 8, of 2012, I signed up for home security service.The actual system was not installed until the next Night.The gentleman that went over the contract with me pointed out clearly two times that I had a CHOICE of when my payments could be withdrawn from my account. I then watched him check the box marking the payments would be deducted AFTER the 20th of each month.Keep in mind the installment was on the 9th. In that month of May, only 6 days later, $45 was removed from my checking account.This continued to be the case of early deductions up until September. For all those monthsbecause of their noncompliance,I was charged with a number of non sufficient funds and overdraft fees. This of course amounted to more than the bill. I've held a position with a company similar to theirs,and was able to get things resolved on behalf of the customer. Their phone representative refused to even attempt to seek help from his supervisor. Where is the customer service? Unemployed since October I'm making payments as best I can. Can you Help me get them to at least withdraw the amount they cost me in bank fees, I am still sending US postal money orders. Most Sincerely, [redacted]

Account_Number: XXXXXX

Desired Settlement: DesiredSettlementID: Refund

Deduct the amount of my bank fees (due to their mistakes) from my bill. I will pay the balance and willno longer require their services.

Business

Response:

Business Response /* (1000, 5, 2013/04/08) */

Contact Name and Title: [redacted] VP

Contact Phone: XXX-XXX-XXXX,ext[redacted]

Contact Email: [redacted]@safehomesecurityinc.com

This is a clear case of financial difficulty. The customer was set up for automatic Electronic Funds Transer for 5 months, this was authroized on teh account contract. The transfer comes out on or about the 17th each and every month. Overdraft charges are the responsibility of the consumer if funds are not available. Please contact your account manager to set up a payment arrangement. We are more than happy to work with you if possible. As a consumer you have options when struggling with financial difficulties, we encourage you to consult a debt professional who may be able to assist you.

DO NOT have anything to do with these people. If you win a "free" security system, which is how we ended up using their services, make sure it's not through them!!! When we cancelled our service with them at the end of our contract we were harassed. I was told that if our house burned down and my family was killed or if someone broke in and murdered my family,it would be my fault for cancelling their services. They called twice a week for weeks asking why we cancelled and asking us to come back and continued to call us on a regular basis for 3 YEARS, Even after we changed to a non published number they somehow got their hands on it and called. They started asking for my husband after I told them off and when I would tell them he was working they would just tell me they wold call in the evening. It got to the point if I answered the phone they would just hang up. I knew it was them because their business name came up on the caller ID. ON top of all that, after we cancelled our contract, after we fulfilled it, they reported to the credit agencies that we were 90 days late for payments for over a year past the cancellation date, negatively impacting our credit score. Thank goodness I found that, I reported them to the Revdex.com The calls finally stopped earlier this year after my husband called their legal department and threatened to file a complaint with the FCC for the harassing phone calls

Review: In July of 2013 we decided to eliminate our home phone [redacted]. The only restraint was the alarm system which used the line for monitoring. Our three year contract was nearly finished so I requested a 90% buyout figure for the balance of the contract ($134.75 #2786 7/11/2013) and sent them the check memo-ed "final buyout" which they cashed. We disconnected the phone and heard nothing from the until January when they billed my bank account which I rejected and recovered. Since then I have received one letter dated Jan 06, 2014 demanding money for service which it is impossible for them to render. A billing statement dated 1/10/14 for $143.64 and another statement dated 1/25/14 with interest and late fee for a total of $155.79. Again I have no home phone, I have already paid for service they could not render when our phone was disconnected. Also the original company [redacted], with who we entered into the agreement)used the existing security system which was already installed, making no investment except for minor changes for monitoring.Desired Settlement: Stop the harassment. Do not to put a blemish on my credit. Fire the person who quoted me the 90% final buyout figure agreed to close the account, cashed my final buyout check, but did not close the account as agreed, or fire the person who is lying about it now. I do question if they are doing the same to other senior citizens in Florida with similar circumstances.

Business

Response:

Safe Home Requires a cancel letter to be submitted. This account does not have one on file. We do see a check was mailed in and at the time would have satisfied the buyout. We will cancel teh account. Please allow 30 days for the process to complete. We will also submit a credit update reflecting paid, never late. Please allow 10 days for this process to complete. Ignore any invoices received before that time.

Review: Hi.I've been a customer for 5 years now and want to cancel the contract as I'm leaving the country. I called and have been told my contract renews which I'm not happy about but ok. My real problem is no email works to send the letter to (telling SHS to cancel isn't good enough). I've tried 3 email address's. One given bu customer support, one on a flyer sent from the company and one on the Revdex.com page. Do I really need to send a certified letter to give my 60 days notice. I don't want to, but will pay for the remainder of the contract but just want to give my 60 days notice so the contract is not auto renewed for another year. I had no idea there was a auto renew policy past the initial 3 years. I do not want to call as I found the customer service rep I spoke to to be rude and abrasive. It felt like if I said the wrong thing at any point she would have cut me offDesired Settlement: I just want to get confirmation that the contract will not renew and after that point no moies will be take from my account. I have real fears that this company will just keep taking money out of my account regardless of what I say, send or communicate with them. I have no faith that even if I cancel the contract (and pay until the end) that some paperwork will not be lost and somehow I'm still in a contract.

Business

Response:

Safe Home Security has agreed to cancel [redacted] account without penalty. There is no further money due and the account has been closed with a zero balance.

Consumer

Response:

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

Sincerely,

Review: In December of 2014, a man knocked on our door and was offering a home security system, after sitting down and him answering several questions, we signed up.

At the time when asked he stated that we only had to keep the service for a maximum of 6 months, well I am home 99% of the time and with no need of a security system, its a year later so I figured I would cancel the service.

I call the number and am told that I can't cancel unless I want to pay over $1500 to get out of the contract that I HAVE to keep for 5 years.

I do not use the service and have only turned on the system twice to test it and will never use the system and would just like to get out of the contract.

We were lied to about the length of service we had to keep all because I refused to pay the man in cash, he said he needed payment up front and he couldn't take credit cards, being that I don't have nor write checks and don't carry obscene amounts of cash on me, I had to call the 800 number to pay by credit card, so yeah he was upset.

The lady I spoke to today pointed out that the top of the contract states I am to keep the service for a period of 5 years minimum before I can cancel, but I do not want to pay for a service I won't use and would end up going with a better company if I could.

I will need to get into the habit of looking up shady business' before signing anything at all.

Please help resolve this.Desired Settlement: I just want them to discontinue my service and if they want the equipment back, they can come uninstall it and take it, but they will be responsible for patching the whole in my walls.

Business

Response:

Attached is the current agreement for this account. The account is scheduled to expire December 1, 2019.

Consumer

Response:

I am not exactly sure what their response was, all I got was a picture of the form the guy had already filled out before he walked in my door, when I signed I was told I had to keep the service a minimum of 6 months, the paper was folded in half so all I saw was the signature part, We had only been in the home a few months when the guy knocked on the door claiming that someone had sent him to talk to us, he couldn't provide a name of whom that person was though, he had the top part already filled out and after explaining everything, we were sold that it wasn't something we were stuck to and could, if not using the service, cancel after 6 months. Upon calling to cancel the service, the rep I spoke to on the phone the first time said my account was good and was able to be cancelled, I just had to send in a email requesting it to be cancelled. After a month or more of not receiving a reply or call or anything, I tried to contact them again, this time spoke to a woman who claimed to be a manager and refused to put me through to anyone else and told me I was stuck with the service even if I didn't need the it, unless I paid them $1500. he lady said she would have the rep who scammed me into this contract contact me, I am still waiting and no response yet again.

Review: Safe Home Security is not a business to be counted on. I was given the run around too many times to count. Monitored service was going fine; however sometime in 2012 service was lost. I spoke with [redacted] (notes from my paperwork)who requested to have Connect-one Security service our system. The company called to arrange a time and then never arrived. Also, when I tried to make contact they mentioned the appt. needed to be sent by Safe Home Security. This never took place and I continued to make payment for close to a year even though I was not receiving service. Poor decision on my behalf. Then in Aug. of 2013 I spoke with [redacted]-SHS/rep. At this time we discussed the previous issues and he was quite apologetic. He was going to plan an Appt. to have another Local Co. service our system. Also, during this conversation he mentioned all previous past due amounts would be waived, as well as he offered me more equipment (window alarms-declined as I already had them) and mentioned my monthly payment would be reduced. He said he needed to talk with his supervisor and will get back with me. He did respond and asked for me to give him a call back which I did; however the local co. never arrived and thus I still have no service. I reached out once again on Aug 5th 2014 to solve this matter. I spoke with [redacted] who reviewed my file and we discussed how to settle this issue. I mentioned I will not pay for any service when my home was not being monitored. Also, she was more concerned about payment then actually fixing our system which has not worked for 2+ years. That being said she told me she would discuss the issue with her Manager and send me a detailed email the next day. Since I never received an email I gave her and a Customer Service Rep. a call and left a messages. On Aug. 19th I received a call back; however [redacted] still had no answers. She stumbled around her answers, disconnected me and put me on hold to give me SHS customer service number.Desired Settlement: Cease payment request and cancel contract. Also, would request a reimbursement check of 35.99 x 10 (# of months WITHOUT monitoring service-but still paid). This total is $359.90.

Business

Response:

Safe Home Security will agree to cancel the current contract with [redacted] and forgive the current balance of $790.55. However, a refund of any amount is impractical.

Consumer

Response:

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

Sincerely,

Review: We were in a 60 month contract with Point Home System in [redacted] beginning February or March 2013. On May 27, 2015, our home was broken into and wanted to add security cameras. I have tried on several occassions to contact them about adding the service, but no one answered. After looking around at other companies, I found a company that would suit the needs I wanted for a reasonable price. I began leaving messages for Point Home System June 3, 2015 for someone to contact me about buying out of my contract. I left messages when they first open at 9am and throughout day, but I only receive the voicemail to leave a message and someone would contact me. I've even left messages with the answering service in the evening, but no one contacted me. I tried contacting them until June 26, 2015. I begin new services with another company June 23, 2015. I did stop payment for the service in July 2015 under Security Equity thinking someone would contact me, but no one called. My bank statements showed drafts on Sept. 17 & Oct 19, 2015 for Security Systems for two different amounts. So I did another stop payment under the new name in November 2015. Then I received a letter from Safe Home Security dated November 23, 2015 stating they couldn't process my payment due to the stop payment I placed. I didn't know what was going on so I contacted the phone number on the letter on December 1, 2015. I spoke with Anna in the resolution department and was informed that Point Home System was sold to them August 31, 2015 and services began with them October 7, 2015. I wasn't aware of this happening until I received the letter about the payment. Anna informed me that she was sending the resolution manager Shane M[redacted] at ext [redacted] an email about my situation. She also stated that I should not be double billed from two different companies. I also left a message for Mr. M[redacted] to call on December 1, 2015 but no call returned. I also left him another message December 8, 2015 but no call returned. I received a bill in the mail and contacted Safe Home Security and spoke with Stephanie in customer service. She was not help and I was transferred to Justin, who is suppossed to be the manager of customer service. I explained everything to him again, and he stated there was nothing he could do but keep the service until 2018. He was rude and offered no other alternatives. All I want is to get out of my contract from a company that I wasn't aware I was with. I tried to resolve with Point Home System but no one ever spoke with me. I want this nightmare to be over with so I can move on with my life. I do have security coverage with another company and don't want to pay on two bills for the same services. Also, I don't want this matter to put on my credit report because I'm not paying for this service.Desired Settlement: I want to get out of my contract with Point Home System/Safe Home Security. I don't want to do business with them ever again.

Business

Response:

The account has been canceled, with no balance due, per the customer's request.

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 have signed a contract over the phone with the representative that is no longer with the company at the moment. He promised that my contract would be the same service and monthly charge. After receiving my bill, my monthly has increased. I contacted the representative in February, he doesn't know what happen, but could not do anything about it, however, will give me two months free to make up the difference. I was not given any credits that reflects my account on my end, but credits was issue on their end. I continue to be charge on my credit card each month until May 2014. I do not have the energy or time to continue to call each and every day to Safe Home Security. I have exhausted all avenues to solve my dispute and issues with my account. I have been more than patient and provided all necessary documents in getting my account accurate and have not heard back from anyone with a final resolution. I had spoken to Ms. [redacted], left messages with [redacted]tine, which have not received a call back from her, and over 10 representatives. I have called over 30 times. I was told that if I cancel my contract, I will have to pay for the entire contract. They did have documentation that they indeed charge my credit card on March 7 and April 8, 2014. I submitted copies of my statement showing those last two charges. They want me to pay for May and June, but I told them I have received two months that reflects my account since I paid from January through April. I should be caught up with the two free months. NO one seems to capable and getting to the bottom of issues. Please keep in mind that I did not ask to become a Home Security customer, the last security move the account to Home Security.Desired Settlement: Would like to dispute the contract so I would not be responsible any service I did not received (CANCEL my contract with no charges) or receive the credit that I was promised. I would like to go with another company that has excellent customer service as the previously security company.

Business

Response:

We have located a duplicate account for Ms. [redacted] and have deleted it to prevent further double billing. We have also issued the proper credits on the active account to make up for the double payments and the monitoring rates have been adjusted in accordance with the current agreement. We apologize for the inconveniences we have caused Ms. [redacted].

Consumer

Response:

The company resolved my issues and I accept their responses. Thank you so much!!!

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: The alarm system has had a malfunction in door sensor for the back door of the house, causing us to have to bypass the monitor when arming; leaving the house less than completely secure. A call was placed on 11-11-15 to request a replacement, and installation of a new sensor. I also asked to have it expedited so as to have a fully armable system as soon as possible. I was told a new sensor would be shipped to my address, and I would be contacted within 48 business hours to schedule a service call. A week went by, and no item or call was received. I called customer service yesterday 11-18-15 and spoke with Customer service supervisor Greg (ext [redacted]). He assured me he would look into the situation and call back by 11AM today 11-19-15. No call was ever received. I called Safe Home again, but was directed to another Supervisor, Stephanie L[redacted] (ext [redacted]) who told me it would be possibly another 72 hours before the issue could be researched. I told her this was unacceptable, as the order and initial call was made over a week ago. I asked why we would have to pay full price for monitoring on a system that was less than 100% functional. She replied that the system would have to be in this state for more than a month for any discount to be issued. I requested to speak with the original supervisor, Greg, but was sent to his voicemail. As of the time of this statement, I still don't have an answer as to why I do not have a replacement sensor, or a scheduled service date, or even an estimated time for a resolution.Desired Settlement: Replacement of the sensor, scheduling of a service call, explanation for the delay, and possibly waiver of any charges incurred for the lack of a complete system and inconvenience resulting thereby.

Business

Response:

It

was brought to our attention that Mr. [redacted] has filed a complaint against

Safe Home Security Inc. The customer was

having issues with their system with one of their door sensors.

On

11/11, Mr. [redacted] called in wanting a replacement sensor for a door sensor

that was not working properly and to set a service date. He was informed that a service technician

would contact him within 48 hrs to coordinate a service date and time. On 11/18 the customer called into our office and spoke to

Greg where he was extremely upset that service was not performed and the part

not ordered. Greg apologized to the

customer and told him that he would look into it and follow up with the customer. Greg reached out to dispatch to find out the

status on the technician and to inventory for the tracking number for the part

that was ordered.

Greg

was unable to get the tracking number for the part ordered so he re-ordered the

door sensor, emailed him the tracking number and called the customer to update

him. He also told him that he has not

heard batch from dispatch in regards to a service date.

The

customer spoke with Greg on 11/30 where he was informed that were are

coordinating a service call for 12/4.

Greg apologized for the delay in service and explained to him that

currently our closest technician to the customer’s is approximately four hour

away but we are in negotiations to add a new technician that is much closer to

him. Service is set and Greg will follow

up with the customer. Greg

###-###-#### ext. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I spoke with the customer service manager Greg on 11/30. He did say that a service call was scheduled for 12/4, but could not give me either the name of the provider, or a time for service. He assured me that he would follow up the following day, 12/1 with specifics, but no call or message was ever received. I called again and spoke with another supervisor, Stephanie L[redacted], who I have spoken with previously. Currently I am on hold for the 20th minute, waiting for a response and an explanation for the lack of concern and sense of urgency in this matter.

Review: I contacted Safe Home approximately 6 months ago to cancel my service and was instructed to call back in Dec 2015 since my contact didn't expire until 12/15/15. I contacted them again this morning, 12/08/15 to cancel security services. They told me my account has rolled over another year since I didn't give them 60 days notice to terminate the service. I was never instructed on previous calls to do this. I'm highly unsatisfied with their service and equipment (I've has NUMEROUS problems with the unit) and I no longer wish to continue doing business with such a poor customer service company. I have fulfilled my 5 year contractual obligation with this company and do not think I should be FORCED to keep them another year without my consent or being notified by letter or verbally from an operator.Desired Settlement: Terminate my service immediately. Stop automatic deduction of monthly service fee. Cancel the new 12-month contract that was reinstated without my knowledge or consent. All business relations to be ceased!

Business

Response:

Safe Home Security has agreed to cancel this account.

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 assume it will be cancelled immediately. Thank you for your assistance in this matter!

Sincerely,

Review: They sold a system to my mother in her 80's who thought she was getting a "free" system.She lived alone & had dementia. We immediately contacted them to cancel it but they said she had signed the papers & couldn't cancel until after the equipment was paid for in 3 yrs. We contacted them at the end of that period because she never used it & didn't know how. They sent someone out to instruct her in how to use it. We told them to cancel again & they didn't. They have been notified several times to cancel & said they responded but we never saw the correspondence from them. They said her contract has "auto-renewal for 3 years". They have been withdrawing the monthly payment from her account for several years. I finally put a stop payment on the account & got a bill under a slightly different name:"Safeguard America". I called the 800 number on the bill I received after placing the stop payment & was told she couldn't cancel until 2015 because she is in the middle of another renewal cycle. After becoming very irate I was asked for proof that she was now living in a home & I would hear from them. I am demanding immediate cancellation with zero balance.Desired Settlement: Immediate cancellation with zero balance or I will sue for 3 years of payments

Business

Response:

The account has been canceled, per the customers request, with no outstadning balance

Review: I had a contract with safe home security, when the contract ended, I received a call from them wanting me to renew the contract, I called them inquiring about upgrading my equipment, and I needed my equipment serviced, it had quit working, I was told I would be receiving a call to schedule a service, my wife mailed a quarterly payment in the amount of $102.00. After about a week with no call, I called and was told I had no record of needing service, so I spoke to a resolutions agent, and again was to be scheduled a service call, and spoke with this agent about upgrading my equipment, I received a call from a service company, and was told my equipment was outdated and they could not service it, I tried calling the agent back and she would not return my calls, I then talked to another resolutions agent and was told the other agent couldn't satisfy me so would not talk to me, this agent promised he would resolve my problems, finally after 3 weeks I was shipped the parts to repair it myself, I have paid $10 a month as part of my payment, for service, which they don't provide. I was told if I had someone fix it I would be reimbursed, I had someone repair it, and sent in a receipt and was told I would have a check within 2 weeks, it has now been about 3 weeks, I have not received a check, I have called the last 2 days and left messages and no one has returned my calls. I went 6 weeks with no security, after this company telling me how important it was to make sure and renew my contract so I would not have to do without security, it seems my money was more important to them than my security, I have talked to 5 different employees, one supposed to be the resolutions manager, I have never dealt with a company that cares this little about their customers. I also learned they did an auto renew on my contract, and I was not notified of this until after it was done, I was told to send in a request to not renew, after I did this I was told it was to late it was supposed to have been sent 60 days before end.Desired Settlement: I would like my contract cancelled, and a refund of my $102.00 for my quarterly payment, this was paid after my contract ended, and my reimbursement for my repairs in the amount of $116.40

Business

Response:

Spoke with customer and he had to go a meeting, and we have left each other messages. I credited his account two months and we cut a check for 114.60 on 8-27-14. Any other issues he was given my name and number and the Resolution mgr name and number. [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This is only a part of what I am requesting, I want out of this contract, it is on a auto renew that I was not notified of, and I feel like the contract was breeched by Safehome security because I went without service for approximately 6 weeks, the contract states I pay my monthly monitoring fee and service coverage, which I have done, and they provide service and monitoring, which they have not done, then I had to pay for the labor done myself, and wait to be reimbursed, (this is the $114.60 check they sent me). when for the last 3 years I have paid $10 a month for parts and labor warranty, and also paid the first quarter of this new year, which I have started the first 6 weeks without service, I feel this company has charged me this $10 a month for this time for something they cannot provide, they have no one in this area to service their equipment, this is what a Safehome representative told me. The only way this can be resolved for me is if I receive my money back for this quarter in the amount of $102.00 and have a written statement saying I am no longer under contract with Safehome security.

Sincerely,

Business

Response:

Mgr [redacted] has spoken to customer who was happy for the credits and check. [redacted] was calling him back today to make sure he write a cancel letter sixty days before the expiration date which is MAY 2015. His account has been credited and balance waived. We will hold the customer to the next eight months, unless he would like a buy out price. Any questions the contact is [redacted] at ext 1705.

Review: I sold my house in Oct. 2014. I informed, Safe Home Security, Inc. of the sell and asked to suspend my account until the purchase of a new home. I was asked to email proof of the sale along with the request to place a hold on the contract. They have continued to withdraw the monthly fee for services that were not rendered. New home is just now ready for an alarm system. The agreement for my security service was between me and Maximum Security Alarm, not Safe Home Security. After they purchased my contract, they contacted me in sure a way that it took me by surprise. The poor customer service approach was palpable. The approach felt as a threat of legal actions if I were to cancel the contract. The courtesy of assisting me with placing a hold on my contract should have been done in good faith. There is no such clause to obligate me to continue my contract with them. Their approach toward me has not been what is consider customary by most companies. Many companies would have made an honest attempt to retain me as a customer, but they are doing the opposite. They have been so defensive and threatening. Making comments such as, "why did you sell your house knowing that you had a security contract on it." Why have I been subject to such insensitive comments? I spoke with three people from this company today and received the same type of responses, with no deviation from their playbook. It makes me sad and angry that I have to take the time out of my busy life to resolve this matter that should have been closed months ago. The fact that I have to close my checking account to stop these charges is totally unreasonable, but it has to be done. Please help with the resolution of this matter.Thanks in advance[redacted]Desired Settlement: Cancel contract dating back to Nov.1,2014, Refunding $39.99 monthly charge since Nov. 2014

Business

Response:

The customer has a 3 year agreement for monitoring signed in late 2013. If she cancels for any reason we offer a 90% buyout clause. Moving from the premesis does not void contractual obligation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:At the time of my move, I contacted Safe Home to transfer my services to my new home. They originally agreed and asked me to email the docs pertaining to the sale of my house. They did not follow through with the commitment. I have my original contract which does not have a clause for previsions(on the flip side) for transfer of the services nor does it have a clause for me to continue my contract with Safe Home. Maximum Security was the original holder of my contract as mentioned in my original complaint. On good faith, I continued my services with this company(without a ontract) and expected the same for them. I could have chosen a local company monitor my home when Maximum folded. I will like for the refund of my money since Nov. 2014 and stop any further withdrawals from my bank account. The contract is not binding with Safe Home.Thanks,[redacted]

Business

Response:

The contract was sold to us and is fully enforceable. We do not guarantee system moves. It's an option but since the move has already taken place that is not a current solution. If you would like to buy new equipment and pay backl balance we would install and you could honor remainder of contract while receiving services. Otherwise 90% buyout would be only remaining solution.

Review: I have had Safe home security for last four to five years and I wasn't too happy when I had them 3 years ago when they renewed my contract with out contacting me So I write them a email in February of 2013 stating that I no longer want to have their service when my contract ends August 1 2014 and now here it is August 16 of 2014 the month that my contract supposed to end and they put it up on their self an renewed my contract again knowing that I have this email that I sent them stating that I want To end my contract when it was finish since 2013 of FebruaryDesired Settlement: take me off of your reneging I no longer want to have a contract with you anymore I want to go with someone else and not Yall

Business

Response:

The customer sent in a letter of cancellation in February for her account to cancel upon her expiration date. Her account is now closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I called them the other day and they said it was still active And I just got off the phone with them 10 minutes ago and they told me that is in progress but I want a written document from them stating that it has been closed for my Records

Review: I have been a customer of SHS since Nov 2011. On or around the end of August 2013, I contacted SHS and conveyed my desire to terminate my contract. I was instructed to fax a notification of my cancellation of service effective 9/30/2013 of which I did so. Within the following week I received a letter dated 9/5/2013 from SHS acknowledging the receipt of my notice of cancellation and thanking me for allowing SHS to serve me as my alarm company. By Oct 2013 I became aware that SHS had continued to withdraw 44.99 from my account after the cancellation. The following is an true account of the back story of this complaint. On 8/22/13, [redacted], came to my home to repair my system. At the completion of his work the technician directed me to sign a document. Due to an additional issue with the system, I called SHS again and on 8/26/13 the technician, [redacted], came to my home to repair my system. At the completion of his work the technician again directed me to sign a copy of what we understood was a work completion order. On neither occasion, were we informed that we were signing a 5 year contract nor were we presented a Rescission Letter. I ask you, what sense would it be for me to renew a contract, knowingly, 4 days apart? Again, why would any company obtain signature of a 5 year contract 4 days apart? It is my assertion that these SHS technicians illegitimately obtained the renewal of a 5 year contract under false pretenses.Desired Settlement: I am requesting the following settlement from Safe Home Security Acknowledgement of the contract cancellation as of September 30, 2013. Cancellation of contract and contract fees as of September 30, 2013. Cancellation of all financial obligations to the 5 year contract. Refund of all payments received after September 30, 2013.

Business

Response:

The answer to teh question is quite simple. [redacted] was actually an in house customer service representative who pitched teh contract over the phone and mailed it out. At that time he also set up a service appointment and instructed the technician to pick up the contract. We have reviewed this in detail and the representatives did nothing wrong. A service ticket was also signed so there can be no confusion. Both are attached. The contract stands as written.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We had Safe Home Security for a number of years and then decided to cancel as the system was no longer functioning. They would not allow us to cancel due to the contract AUTOMATICALLY rolling over. We cancelled our automatic payments, but they still kept billing us. When we tried resolving this with Safe Home (we needed them to reverse the negative credit bureau reporting), they got us to sign a 2 year contract with them. However, they were suppose to come out to fix the alarm system. After several months of no show by Safe Home, we stopped our payments due to lack of service.Now Safe Home keeps has sent us to collections. This was the reason why they got us to re-sign with them in the first place, they were suppose make corrections to the credit bureau. We need our credit repaired and we don't believe we owe Safe Home anything - we had no service. Prior to stopping our autopayments to them we had a non-functioning system for 2 years!Desired Settlement: Safe Home broke the contract by never coming out. They cancelled several appointments, or simply did not show. The result - we had no service. We do owe them anything. Correct the reporting as it has been hurting our credit.Stop sending us bills, we don't owe anything. If anything we should be refunded!

Business

Response:

Having our dispatch team set up service to correct issues and credit out lost time due to issues.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The offer is not acceptable. We will not be lured into another contract with them. They failed to come out 4 times in a row, we do not trust that they will come out. We just want all charges dropped and our credit fixed. We went past our original agreement with them. When we tried cancelling they should have just allowed it, as their system had already stopped working prior to the ending of the original agreement.

Sincerely,

Business

Response:

Per our first reply to this, we will service and fix system. The last payment received was July 2013, and their balance is 1000.00. Under normal circumstances, we would not service until payments are made. If the customer does not call us back to set service and wants to cancel agreement they can contact our cancel dept mgr, [redacted] to agree to a buy out amount.

Review: System quit working after a power outage. Technician came out and said the system was old and could not be fixed. Needed replacing and someone would be contacting me. After 3 months and several phone calls I inquired about cancelling the service. At that time I was informed that I was still under contract for 2 more years. Finally a technician came out and replaced the panel. Now I am being threatened to sign a 5 year contract or pay for the new panel. If I am still under contract signing a 5 year contract does not make any sense. I should not be obligated to pay for a system that is no longer functioning. Supposedly I received a panel upgrade. I asked for system that worked not an upgrade. So if my options were to pay for another panel or sign another contract it appears that the original contract would be null and void. Furthermore,in 2007 when my system quit working I was told that it had been struck by lightning. At that time I paid for a new panel and 2 weeks later the system stopped working again. When the tech came out he did some re-wiring and the system worked fine until this recent issue. Therefore I paid for a new panel that was not needed. I did not get reimbursed. It appears that these technicians are incompetent. My system probably could have been fixed but the technician did not know how so it is easier to replace them and get more money for the cost of the system or prolonging the contract.Desired Settlement: Continue under current contract until 7/18/2015 at no charge for panel.or Remove system and cancel contract without penalty.

Business

Response:

Safe Home Security has agreed not to charge [redacted] for the panel. The account will remain as is. [redacted] has been informed of this decision.

Review: My alarm has been dying since the beginning of November. I contacted the company the week before Thanksgiving approximately, November 21, 2013 and asked for repair. As of today, January 21, 2014, I am STILL waiting for my alarm to be fixed. The back up battery is dead, so when the alarm dies it pops a GFI switch and then takes out my home phone line as well. I have been without a home phone and an alarm for 3 months now. The company has told me that even though I am paying for a service that is NOT being performed that I still must remain in my contract because "I signed the paper"!Desired Settlement: I would like to be released from my contract and reimbursed for the months when they were not monitoring anything because the alarm is broken.

Business

Response:

Service was completed on 1-30-14. Called and left all of my contact information and credited three months ( 89.97) for the inconvenience.[redacted]

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 at this time.

Sincerely,