Safe Home Security, Inc.

Review: Fraud-Employee [redacted] offered me 5 months free due to signal issue I had have with the alarm system. Employee gave me instruction by phone that I needed to sign a document produced due to 5 months free, no to extend the contract. She sent me the document dated 3/21/2012; Verified with her before signed and returned it back to her and she confirmed that my signature in the agreement was not to be extended and I wrote a note on it stating that. Contract should be ended on 2/1/13. She sent me a new document dated 4/14/12 that I need it to send it back without that note and she reconfirmed on 4/24/12 that the contract will no be extended but now they want to extend it until 4/14/2017 due to my signature. Per my last phone conversation with another employee [redacted] on Monday, 8/12/13,he found the document dated 3/21/12 and with that the contract should be end but I am receiving a phone call from a collection agency.

Product_Or_Service: Residential Security Systems

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

End the contract as 2/1/13 as should be.

Business

Response:

Client wants to cancel, but signed a five year renewal with us 10 months ago, where we installed at no charge a new control panel, wireless communicator, 4 transmitters and a remote control.

Client says thought was only verifying a five month credit, which is true,and it was applied, but was also a five year renewal.

We cannot cancel this agreement, I can email you a copy if you send me an email address.

There is also $344.50 past due, I have even waived $63.07 in late and finance fees, bringing current balance at$ 281.43 which would pay until 12/1/13.

Consumer

Response:

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

First, I signed two different documents in two different dates by company employee phone conversation instructions for five months credit due to system signal issue, no to extend the contract. Second, I don't owes that amount. Monthly payment was automatic deduction from my credit card. Last amount deducted $30.21 was done in February 5, 2013. I can provide copy of the credit card statement showing that deduction. Also I can provide dates, time and names of all conversation I had since I signed the contract that expired on February 2013 and copy of the two documents I signed.

Business

Response:

We would be happy to refund any monies that were double billed, but the paperwork that stated a five month credit, was also a 5 year renewal, which we cannot cancel.

Please respond with the amount that needs to be refunded, we will submit it promptly.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It was clearly instructed by employee [redacted], signature of the document was for five month free, no to extend the contract,

Sincerely,

Business

Response:

Responding again, we are not cancelling the agreement, it was a five year renewal, and a five month credit.

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: 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: 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: [redacted] Copy: 2 of 2

Dear, Revdex.com;

I am sending you this letter to inform you of my extreme dissatisfaction with Safe Home Security and

their so called service. And to ask what steps can I take to make them stop their predatory tactics and

their threats that I have to pay them four months in advance for services they have not rendered nor

would they. Ever since they have taken over my home security from [redacted] they have failed to

address numerous key issues; such as inadequate monitoring of a key portion of my home (the side

door of my garage), and they have engaged in dishonest tactics to ensnare me into a contract with terms

I have never agreed to.

I only agreed with Safe Home Security to finish my contract of less then two years that I had with

[redacted] over the phone. They said, twice that they would repair and pay for the problems their

system was causing, only to change their mind and say I had to pay for the cellar service, then promised me again that they would take care of the costs only to again deny everything. Why would I agree to go on for three more years in addition to the original agreement for a service they wouldn't provide?

When they took over from [redacted], they removed, without telling me, the old Alarm System from

downstairs but left holes in my wall, and wires dangling out of my phone jack. The new Alarm System

was placed in my kitchen where it completely took up the outlet by the sink. When I tried to use the

one free outlet, it triggered the fire alarm when there was no smoke or fire.

They knew there was no reason for them to send any additional written contract because I wouldn't sign

it. They didn't send it through the mail nor did they send anyone hand deliver it to me. The only time I

signed anything with Safe Home Security was in March of last year when their repairman came out, he

replaced a faulty sensor on the front door. Then, he had me do something I never had to do before or

since when a repairman came over. have me sign what I was made to believe was a work order. The

only work order that he or any other repair man from Safe Home Security ever had me sign before or

since.

I have been fateful in my payments even though I have received absolutely no commensurate service,

of course how could I since their monitoring equipment must dial in at least every twenty-four hours

and yet paradoxically because of its massive interference of my house's internal wiring has made that impossible. But even though it was their equipment causing the problems, they expected me to have to

pay for additional equipment and a permanent increase in my monthly payments to fix a problem that

they caused. It wasn't enough that they were taking my money for literally nothing but they wanted

even more. This was even after the phone company proved It was their equipment causing the problems they still refused to come out and fix the wiring of their system-

They knew from the beginning (May of last year) that their system was interfering with my phone

service, though they denied it, Then, when there was no doubt, after the phone company repairman

came out more than thirty-two times, and working his way from the telephone poles by the road to the

house, finally showed that it was the alarm system, Safe Home Security still refused to repair the

damage.

Even though I would arm the alarm system every night it would shut itself off and not even announce

when anyone was coming. Were a thief to break, he could steal a number of valuable objects or worse

without setting off my other detection device. In other words, their negligence has left my family at

risk! It failed to to alert anyone when I had several incidents of sleep walking. Thank God, that instead of

being hit on the highway, twice I had Samaritans to stop, wake me up and get me off the road. Also;

the smoke detector, while I was in the kitchen trying to use the outlet beside the Monitoring system,

went off, and despite the fact that I immediately called in and reported that there was no emergency, the

fire department was dispatched anyway.

The doorway leading from the outside into my garage has had no sensor since their technician removed

the one belonging to the previous system. Keep in mind that the garage is part of my house, not only

do I keep a number a valuab1e equipment and furniture there, and which not only communicates with

my dinning room but also affords the only access to my attic.

In February I sent Safe Home Security a letter like this, informing them of my displeasure and it wasn't

a week that I got a response. They told me that I would have to pay $1600.00 to terminate the contract.

In March, they called and threaten that I would pay Four Months ahead or that I would be behind. For

what? A year of no service?

Two days ago they called me after work hours (around 7:30 at night) and said I was behind $194.00 -

$70.00 for Monitoring (something they are not doing anyway), $30 warranty I already have (The

warranty is in the contract). Both I already pay for with the $35.99 I give them every month. $10.00

for late fees claiming that I was 30 days behind and threatening that they were putting me into a

collection agency.

I would really appreciate my assistance you could give in this matter.

Yours truly,

[redacted]Desired Settlement: Consumer desires assistance from the Revdex.com - repairs are completed, billing corrections made.

Business

Response:

We are in receipt of the complaint dated 4/23/14 and our response is as follows:

Review: I have contacted this company many times not once did I get much help. I explained my phone was turned off because I was laid off and could not afford home phone service I explained there was no way for me to make payments for the security system seeing I had limited funds. I explained that the system could of been removed because it was something I could not afford. They informed me I still had to pay for a service that was not working because it works through the phone which I did not have nor do I. Even though I did not have phone service which the security system worked off of I still had to pay no help out of contract. The company gave No alternatives pay or it gets marked on credit was the responses I received. Not once did anyone try to help to try to get me out of a contract that I was informed I could cancel anytime. I feel I was harassed into the service because I tried to cancel the service a day after I agreed to it and was harassed and called non stop to keep me, the sales rep lied and advised I could cancel anytime. At the time I was a first time home buyer and the sales rep knew that. I have tried numerous times to get them to help onetime I informed a customer service rep I could not afford this the she questioned me how I pay my other bills. There customer service is very rude and I rather not call anymore. I have gotten repeated phone calls on my cell phone even though I advised them to stop calling my cell phone. This company has marked my credit not once have they thought about helping me just alternatives to pay for a service I could not use because I didn't have phone service and now I am getting threatening letters. This company does not think of there customers.Desired Settlement: I am seeking this mark from this company be removed from my credit report and this amount that they say is owed also be deleted. I believe this company treated me unfair with there decision and I also believe there sales person used deceptive tack tics to sell there service and the amount they say is owed is unreasonable.

Business

Response:

Per [redacted] the Resolution mgr, this customer re signed an agreement on 5-19-2009 And sent in cancel letter 5-8-13. Was offered to reduce balance by 75% and re sign with free Cell Back up unit and was not replied back at all. We have offered to wave some balance or do buy out, and customer has failed to call back. She can contact [redacted] at ###-###-#### with any other concerns.

Consumer

Response:

Review: 1[redacted]

I am rejecting this response because: Not once in the many times that I contacted that company did they ever talk about a buy out or try to help now since I have sent this complaint to the Revdex.com I received a threating letter today with a buy out option I don't believe I owe this company because of the way I was push into this the contract. I was verbally told by the sales guy that kept calling and stopping by my home I could cancel anytime with no obligations and like previously stated the first time I called about canceling because I could not afford the system I was told that I had to pay even though I did not have a phone and the cell phone option was an additional charge to have something installed and more a month if I could not afford phone service how could I afford the system plus additional fees and charges. I also have contacted this company multiple times which this person is not stating. This company has harassed myself and emergency numbers to try to get payment not references these people where numbers that you listed if the alarm went off and I was not around not numbers to call to try to collect a debt. Like stated in the response from the company I canceled the day after the sales rep came out as stated the was in 2009 like I previously stated when I bought my home a new home owner that was mislead into a contract because of the constituent harassment by there sales department so I do not believe I should have to pay for a service I have not had since 2011 and was told I could cancel anytime. This company has violated the Federal Trade Commission Act Section 5: Unfair and deceptive acts of practices. I was mislead in to this contract with the understanding I could cancel anytime now I have to deal with this unfair situation. I would never have agreed to anything if I could not cancel at anytime with out fees and obligations with the economy today. So because I was mislead by there sales person I believe I should not have to pay for this companies deceptive practices.

Sincerely,

Business

Response:

. CUSTOMER DISCONNECTED PHONE LINE IN 09/2011. CUSTOMER WAS SENT NUMEROUS OFFERS AND LETTERS TO TRY TO RESOLVE ACCOUNT BY COLLECTIONS EVEN A PAYMENT ARRANGEMENT CUSTOMER REFUSED. IN 06/12 CUSTOMER STILL REFUSING TO PAY BECAUSE SHE WAS UNEMPLOYED LIVES ALONE AND GOES TO SCHOOL. WE OFFERED CREDIT AND PAYMENT ARRANGEMENT CUSTOMER REFUSED. CUSTOMER SENT IN CANCELLATION LETTER ON 05/2013 STILL NOT IN RIGHTS TO CANCEL. I MADE OFFER TO CUSTOMER TO PAY 25% $231.16 AND RESIGN OR PAY A BUYOUT OF $868.08, CUSTOMER REFUSED. I HAVE SINCE SENT OFFERS SHE HAS REFUSED EVERY OFFER. MANY ATTEMPTS TO SAVE AND HELP CUSTOMER AND SHE HAS REFUSED. COMPLAINT IS 1[redacted]. THANK YOU FOR YOUR TIME.

Resolutions

Review: I'm sending this on behalf of my sister:[redacted]My sister is drifting into dementia and not able to take care of her own affairs. For the time being she still lives at home. I have taken over her bill paying and have financial and health power of attorney for her.Someone called her and sold her a security system. They had to have known after talking with her for 5 minutes that she was having problems and was not competent to deal with a security system. That didn't seem to be a deterrence for them. I feel she was taken advantage of.I arrived the following and discovered what she had done. There was no phone number on the contract. There was a number on the 3 page support document which was for the manufacturer of the equipment installed but none for the company selling the service.I waited for the first bill to come and called the number here. This was for the company listed. I called the number and explained my problem and was prompted to send an email explaining the circumstances and asked for the contract to be discontinued. Apparently this did no good for I have received another bill from this company.Upon receiving this bill I again called them and was told they could not let me out of the contract that I would have to call another company called "[redacted]" and was given a number: ###-###-####. This number is a complete dead-end. I feel like the people responsible are Safe Home Security. Their technique seems to be a delaying tactic and obfuscation.I am not paying for the bills. My sister is not capable of dealing with a security system. She can't remember how it works. In the near future she will be moved into an assisted living or nursing home.Desired Settlement: I would like the contract discontinued. I took the security system down and placed it in a bag and would be glad to return it to any address they request. I don't think my sister should be responsible for any expense because she is not mentally competed and they had to have known that figured they had found a sucker. Thank you for your help.

Business

Response:

THE LOCAL DEALER IS INVESTIGATING THE SITUATION AND WILL BE IN CONTACT WITH THE CUSTOMERS BROTHER.

Review: I took over an account that belonged to my deceased mother around Nov. 2013. They said she had a balance which I paid in good faith. I told them that the home will be rented and that there is no land line to monitor the alarm. One will be established shortly. On 4/4/2013, the company dispatched the Sheriff's dept absolutely terrifying the tenants. The company reported that the alarm was triggered and contacted me on my cell. The number the called me on was wrong and spoke to someone else entirely. I talked to the company and asked how this happened if there is no land line. They admitted to the mistake and I was told that they would contact the city and get the false alarm charge take care of. That never happened. I spoke to 6 different people since then to no avail. I spoke to [redacted], Customer Service Manager by phone and email going back to 8/2/2013. [redacted] admitted to the error and said that I will not be charged since there was no phone and they couldn't monitor the system. He asked for all documentation from the City to be sent to him and he would take care of it. To this date, nothing has been resolved. They continue to bill me plus late fees and finance charges exceeding 600 dollars to date. Their collector "[redacted]" keeps calling me and doesn't care about any of the history, only that "I signed a contract." [redacted] manager, [redacted] tells me its my fault for not having a land line and its my responsibility. He doesn't want to hear the fact that the land line was not put in because I was waiting for a resolution to the false alarm. How can I entrust them to monitor an alarm if they have my home connected to a land line that doesn't even belong to me or not associated with the property in question? All I get is no response from [redacted] regardless of the amount of emails sent and now threatening calls from [redacted]. I have asked for them to terminate my account and have yet to receive a response except from their collectorsDesired Settlement: cease account and expunge charges

Business

Response:

Customers have total and ultimate responsibility to maintain landline or cell back up unit and to test unit weekly. If the unit is installed and your tenant plugs in his or her phone it will work. We will accept $300 whicih is our break even on this contract to close if the customer pays by 8/15.

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: 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: 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 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: Issue 1: Signed the contract on 9/2/2014 and got it installed on 9/3/2014 tested was in contact with their monitoring center, but the installation was incomplete because one of the touch screen that I ordered was not available and the technician said will come back next day to finish it. No one contacted me till 9/23/2014 saying we would like to finish the install and your system is not communicating with our monitoring center since 9/19/2014. We would like to fix this issue by dispatching a tech out there. I told them that I do not wish to continue with their service because they are not responsible. She said will get back to you with in 2 hours, but got a call after 2 days said we would like to come out their to correct the issue. I decline the offer and said need my money back. Said call the main office for the refund. In the mean time I was under the impression that the system was working and placing my alarm every time I go out or before go to sleep. Call them and the person was not helpful and asked them I need some one responsible to get back to me on this and he said no one was available to talk to me and some one will get back to me as soon as possible. I am still waiting for that call.Desired Settlement: Have them take this system out of my house and get may money back.

Business

Response:

The customer was notified via email on Oct 15, his account will be canceled and a refund of all monies paid upon removal of the the equipment. We are waiting fro a date to remove the equipement from the customer

Review: I have never experienced the absolute and total lack of professional response to a customer's request in a timely manner. It would be almost comic if the service being contracted for were not home security - the main criteria by which to judge a company by being there response time

The installed alarm system has not been online since before March of this year largely due to the inability to get anyone from your company to respond in a timely manner.

We first contacted Safe Home Security in March of this year to request a service call. It took almost 2 months to get a service call scheduled because of repeated failures by Safe Home Security to return calls in a timely manner. When a technician finally visited our home on June 29th he advised that we call in to re-schedule because he did not have the proper part available. Over the course of the next 3 months we have attempted to get someone from your company to return a call to discuss re-scheduling the visit.

When we were finally called back, it was not in relation to our service requests but in an attempt by your company to collect money for the service call in June that was not completed. In the wake of that call I was promised a call back from a manager to discuss our displeasure with the way our account had been handled by your company - that needless to say never came.

We do not have any more time or patience to deal with this level of incompetence and as our home has not been monitored effectively by Safe Home Security for over 6 months and as Safe Home Security has failed to respond to repeated requests for service or live up to a basic level of competent service promised and implied in our contract we declare this contract voided.Desired Settlement: Safe Homes Security, Inc, is on notice that these clients 613 declare any all contracts with Safe Home Security annulled due to Safe Home Security’s complete failure to reliably provide the contracted for services. Safe Homes Security is further on notice that we do not intend to renew this or any contract with Safe Home Security under any circumstance

Business

Response:

We are more then willing to install the equipment and make sure system is working properly in accordance of the existing agreement. We will upgrade the panel to allow the system to communicate with the customers needs. The contact person is [redacted] ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They have shown themselves unable to respond in a timely manner to customer support requests. Responding to customer requests is the one thing that a home security company needs to do. I will not do business with them.

Sincerely,

Review: The nature of this complaint is towards the whole service of this company. From the start I have had problems with not only communication but with the proper function of their service and equipment. Two months after I signed the contract my home phone number had to be changed so I informed the company of the change but never updated it on my account therefore leaving my equipment useless for the remainder of the contract, which was 34 months. After these 34 month the contract was automatically renewed without my acknowledgment or consent and was never informed that if I didn't cancel 60 days before the contract expired. That same month the contract expired I called to have them cancel my service and that has been a frustrating process that has taken more than 4 months. Their customer service representative say they will call me back and never do. Different service representatives will tell you different information regarding the issue as if they each don't know the policies of the company. One even mention that if I paid to the last two months he would be able to cancel and when I took him up on that offer he said he had never said that and had no recollection of what he said. They say they will talk to their managers but never get back to me. Seems like they tell you what you want to hear just to get you off the phone and buy time. They have a horrible way of treating the customers so I decided to get a new alarm service with a new company to feel safe with my kids in my home.Desired Settlement: The desired settlement is a simple one. All I would like is to get this service cancelled. I want nothing more from the company, even though I should request a refund for the months the service was not working properly and was paying for nothing. A complete cancellation is all I would like at this point.

Business

Response:

Out of courtesy and excellent service we will cancel this and forgive the back balance. A technician went to the home in September 2014 and discovered there was no home phone service........... Thus no service bacuse the customer failed to maintain it. Please allow 30 days for the process to complete and ignore any correspondence recieved prior to that.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:From: [redacted] Sent: Tuesday, January 06, 2015 1:45 PM To: [redacted] Subject: Case ID [redacted] Hello, My name is [redacted]. I filed a claim again Safe Home Security Inc. on December 10, 2014. I know that the message you sent after the claims was filed states that I should have responded within 7 calendar days, and the reason for no response was due to the content of the message from the business that stated they would, out of courtesy and excellent service, cancel and forgive the back balance. I figured that with that statement the case would be resolved as that is what I wanted to happen. Now in January I am still receiving a bill from the company along with late fees. If the case could be reopened I would greatly appreciate it. My phone number is ###-###-#### if there are any further question about the case. Thank you for your time,

Sincerely,[redacted]

Business

Response:

The response tells you to allow 30 days for the process to complete, that's 1/16 and ignore correspondence recieved prior.

Review: This company by far is the worst alarm company out there. I was a customer of SHS and the alarm would go off . The service in which we paid for was not being honored. Alarm went off more than once but recieved NO call to see if we needed assistance. I was troubed by that as I am a single women with children. I called they said they would look into it. Never heard from them again. I had the same problem a second time. I told them if it happened again I would terminated my contract. It happened a 3rd time. At this point I am concerned about my family safety. I sent a cancellation notice ,spoke to them on the phone and they have refused to cancel my contract. I have a new company that has been monitoring my home for a year now with their service. I tested my alarm when I first got it and the new company responded.

Which means Safe Home Security has not. I have been charged over and over again. Also, they took it upon themselves to renew my contract and keeps adding new charges.

They have harrassed my friends and family serveral times calling them in regards to my bill. That is Unacceptable. This is bad business practice harassing and trying to force people to accept unsatisfactory service. I need this

to stop. Thank you so much for your help.Desired Settlement: They need to cancel the service and stop sending bills and harrassing my friends/family

Business

Response:

This customer called in December 2013 to cancel and was told she was under contract until June 2014. She was offered and refused service. She owes through June 2014 plus late and finance charges. It's $288.91 to finalize cancellation but if she pays by 1/30/2015 we will accept $250 to close.

Consumer

Response:

Review: [redacted]

I am

rejecting this response because: They are still trying to charge me for service

that was not covered after my new service was installed. They were not providing

any service at all are still trying to collect money and bulling me into a

Review: Somebody from this company ran my credit with out my permission on Nov 5,2014. I dont even know who this company is and how they got my social ser. number. I also called the company and they couldn't help me for some strange reason.Desired Settlement: I need this remove from my credit report asap.

Business

Response:

An outside dealer must have input a wrong number, either on the social security, street number or zip code to attempt to verify credit of a potential customer. We can not report or remove any credit information of an individual who is not a customer, however she can dispute it on line.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: you sound crazy. Your company name is on my credit report for inquiry my report which I gave no consent to. This company has completed a felony against me. Your need to Dispute this with the credit bureau. Not my job . This issue will not go away until it's off my report.

Sincerely,

Business

Response:

Ms. [redacted]

This was done by an independant dealer, who in turn sells the deal, to Safe home Security. We have no way of knowing who it was, but obviosuly it was an oversight and honest error. Please dispute the inquiry to the bureau in question, and we will advise them to remove it

Consumer

Response:

Review: [redacted]

I am rejecting this response because:have already tried to Dispute. They replied with get in touch with this company and I already knew this. Not the first time this happened. You guy have to send them a letter to have this removed

Sincerely,

Review: I contacted the company Safe Home Security in August of 2014 since my alarm system was not working. They scheduled for a tech to come out to my home and asked me to sign for an additional 3 years on my contract which I declined. No tech ever arrived. I called and was told that they would reschedule. The second time I waited for another tech no one ever arrived when I called and spoke with [redacted] he questioned why I had not extended my contract. I explain I was not interested in extending my contract that I wanted the alarm to be fixed and that was it. The third time a tech was schedule surprisingly no tech ever arrived. I have been sent letters that I am in collection since for an alarm system that is not active and when ever I ask for someone to get back to me to take care of this matter I am transferred to a message system. Since I do not want to extend my contract I am being treated in this fashion and I don't feel I should pay a company for services that are not being provided. I keep getting calls from their representative at the collections department who is aware of the situation but explained that she could not get involved with the department.Desired Settlement: I would like a letter from the company since I would not trust a verbal agreement terminating the contract and removing all fees that they are charging me for services not provided. Also I want it clearly stated that this will not affect my credit since I had always made a payment on my account while they were providing service.

Business

Response:

The customer has 2 options. The first is for us to service the system, we have been attempting to contact and set up for a few weeks now. Second option is to pay a 90% buyout on the account as they are in a primary 3 year agreement. We are not cancelling the contract.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Good afternoon, I have recently read the notice that the company is claiming they have been trying to reach me for weeks which is not true. I received a call this past Monday where they in fact insisted that I renewed the contract for 3 years. per my conversation with [redacted] he wanted me to extended contract. I feel like this company is trying to bully me and harass me into staying with them an additional 3 years. [redacted] from the office said I was trying to go with another company and that was my problem. This is very stressful and I will not be manipulated into staying with a company treats their customers like this. what is the 90% amount that they are asking for exactly? thanks [redacted]

Sincerely,

Business

Response:

$477.41 to cancel

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Good Afternoon, Thank you for contacting the company. I wanted to ask if I decided to continue with the service until my termination date in June are they going to charge me for service not provided since the time of original incident? also [redacted] mentioned they were going to charge me a high amount to replace the battery in my system. I would be will to buy the battery myself at [redacted] and continue until my original contract termination date of June 2015 if the drop the fees for the months in which I had no service. I don't want to pay anything additional to them because it seems they are trying to charge me additional to change s battery. I would be willing to buy the battery and have my son install it and moving forward pay the amount due monthly until my contract expires in June of 2015. But I want the fees waived of the prior months that I had no service. Thanks, [redacted] Sent from my iPhone

Sincerely,[redacted]

Business

Response:

The contract is up in June, we are not waiving back balances. If you would like to continue service we would entertain taking half in exchange for a new 3 year agreement. This is no longer a Revdex.com issue perhaps you should simply contact one of our representatives rather than go back and forth here. We have presented you options and have met our obligation with regard to the Revdex.com.

Review: - As part of the contract that I signed I was promised a programmable and internet capable thermostat. This has never been delivered even after that inconsistency was brought to the companies attention.

- Also, the company promised a camera that would be used to monitor my property as well as a sensor that could be used to turn on and off a light source via the use of the Internet. Both the switch and the camera given to me at the time of the initial installation, however neither of these have ever worked properly

- the terminal used to control the alarm was installed in my house crookedly

- most egregiously, I have had multiple false alarms at my house. The company was made aware of this and they sent out a repair person during the timeframe surrounding the first false alarm (April or so) A sensor was replaced, however, I continue to have multiple false alarms. I brought this to the attention of the company approximately one week ago. At that time they apologized and stated they they would send a person out from their company to do the necessary repairs so that my system would be working properly. I have yet to hear back from the company with regards to when the scheduled appointment will be. Initially the woman said she would call me back in 1 1/2 hours. It is now been roughly 7 days. I have now called two times and left messages on the managers voice mail. Her name is [redacted]. Her direct line is [redacted] extension [redacted].

- also, [redacted] relayed to me at the time that I first spoke with her that their online monitoring system had not been receiving appropriate signals from my house since the date of installation. In essence, there has been no monitoring of my house during this timeframe. The very thing that the company had promised me, peace of mind when I wasn't at home, had not been delivered to me. As far as I am aware, there is no way that I could've known that my alarm system was not sending the proper signal to their company. It seems to me that this is something that they should've noticed and brought to my attention many months ago.

- For the purposes of full disclosure, the company currently has sent me a bill for the last quarter of my service. Due to an unrelated matter revolving around the theft of a credit card, my payment source was canceled for the company. I am in no way refusing to pay my bill, but I do not feel as if I should provide the company with a way to bill me currently given the fact that I feel as if they are not providing the service that they promised.Desired Settlement: I would like my three year contract from safe home security terminated. In addition, I feel that I should be reimbursed for the months that I paid for this service as it was not that was not being appropriately provided to me. Lastly, I would like them to come out to my house and remove all of the devices that are currently installed.

Business

Response:

The customer has been contacted by Security One, the company that installed the system, in an attempts to solve the issue prior to this date with no response back from the customer. It seems Ms. [redacted] was mistaken, as the customer has indeed been monitored. In fact, there was an actual alarm on November 29th, in which the customer has been contacted. What Ms. [redacted] saw was that the customer had yet to set up a weekly test signal. The company would be happy to do that at the customer's discretion.

The agreement will not be cancelled, but the customer will be contacted by Security One in efforts to install the parts that were promised upon initial install.

Review: We originally called to cancel/terminate our service. I was told I had to wrote a letter and wAit 60 days to cancel act. I had told the representative after she offered other service I would call her back after I siscussed with my husband. I called today to notify them we are canceling service as we going with another vendor. The lady was rude, her tone of voice compared to yesterday was completely different.Desired Settlement: Service to be cancelled

Business

Response:

The customer's agreement will expire June 24th, 2015 per the agreement terms. I ([redacted]) have contacted the customer in efforts to meet or beat the other company's offer. If this is not possible, the final months of the agreement are owed, and the agreement will expire.