Safe Home Security, Inc.

Review: After I followed instructions from Safe Home Security's customer service dept regarding cancellation of service, Safe Home Security (without my authorization) removed funds from my personal bank account. The amount of $34.99 was illegally removed. Customer service rep for Safe Home Security Sunny [redacted] promised me twice, on 1/20/15 and 2/4/15 that the funds would be returned to me. On 1/20/15 Mr. [redacted] told me funds would be deposited in my account. Mr. [redacted] indicated his supervisor, [redacted], approved the refund of my money. The money was never refunded. I left four (4) voice messages for [redacted], no response ever from Mr [redacted]. On 2/4/15, again Mr [redacted] told me a check was going to be issued and sent to me for the refund amount of $34.99

I never received the check. Today, 3/4/15, Mr. [redacted] has indicated that the CFO of Safe Home Security is with holding my money and will not pay it.

I respectfully demand the return of my money ($34.99).

Safe Home Security on two occasions has PROMISED the return on my money.

As a professional business, I expect Safe Home Security to follow through with their promise.Desired Settlement: I expect Safe Home Security to repay the money they stole from me ($34.99)

I expect a formal apology from all involved members of Safe Home Security

Business

Response:

The customer's refund check has been issued. It was put in the mail as of March 11th, 2015 (Check Number [redacted]).

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 had there service for 3 years at my [redacted] location that I had closed this past April. I called in February I believe it was to close account. Everything seemed fine till I got a bill for the month of April for for the following year. I called and talked to a [redacted] on 4/23/15 and he said I was all set not to worry and I shouldn't receive anything else. So the following month I received another bill with now a late fee! So now I am getting upset I called 3 more times and could not get a hold of anyone to talk to me. The last 2 calls were to a [redacted] in collections. I still haven't heard back from her. In the mean time I have received a total of 4 bills. This is why I am doing this!Desired Settlement: I would like this to be resolved!

Business

Response:

This account was cancelled as of June 18th of this year.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The account was suppose to be closed as of April 1st. I just want to make sure I'm not getting charged up until June 18th.

Sincerely,

Review: In 2011 Safe Home Security, set up an security contract with my elderly uncle (** at that time) even though he had equipment in his home from another security firm who he had been with 10 years prior to that and current. However he was old and becoming a little senile, did not realize he was paying the other company automatically from one of his bank accounts. The contract that they set up in August of 2011 was for a period of 36 months for $36.99; then in January of 2013 18 months into the contract, they somehow manage to get my uncle to agree to another contract with additional added with the exception of a price increase to 49.99. Since that time my uncle's health has deteriorated (during the period between 2011 to 2013, also declared legally blind)since that time and I am taking care of his affairs. The original security firm is [redacted] My uncle did not realize he had been paying two security firms because he did not notice the financial drain because his net income had doubled during the period in question, I found the the two companies were being paid once I took over my uncle's bookkeeping.Desired Settlement: I would like to see the contract canceled so that my uncle can continue with the security firm he had been with for more that 15 years.

Business

Response:

MAY WE PLEASE HAVE A COPY OF THE CONTRACT FROM THE OTHER COMPANY, FOR REVIEW. PLEASE FORWARD TO [redacted] OR FAXED TO [redacted]. THANK YOU

Consumer

Response:

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

I will respond to the request of Safe Home and provide them with the contract of Protection One.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:From: [redacted] Sent: Wednesday, August 26, 2015 10:52 AM To: [redacted] Subject: RE: [redacted] My name is [redacted]:I filed a claim for my uncle [redacted] several months ago regarding issues we were having with Safe Home Security in [redacted], CT. Issue: When other members of the family urged My uncle who is now ** and legally blind to get safe home security, neither my uncle (has poor memory) nor the other family members new he had another security firm which he had on an auto pay since 2000. Anyway, the original contract was initiated I believe in 2011 for 36 months, then two years later someone took advantage of my uncle's disability and and had him renew at a higher rate than the first contract (he did not realize that he had 12 months left on the original contract) and increased the length to 5 years. I took over my uncles affairs last summer, and found out that he had been paying for 2 security services. So I began to inquire about the contracts with each firm, that is when I noticed that Safe Home increased the monthly rate before the first contract was ended. Once I found out that my uncle had been paying Protection One since 2000, I wanted to stay with them, besides they have a better reputation. I understood that once the contract was signed that my uncle would be obligated to pay Safe Home for the remaining length of the contract. However after careful studying of the two contracts with Safe Home, that they took advantage of my uncle by getting him to sign a new longer contract at 10 more dollars a month a year prior to the termination of the first contract; that is when I decided to file the claim with Revdex.com. Somehow I lost the emails I received from Revdex.com. However, the last task that I was requested from Safe Home Security through the Revdex.com Website was to send a copy of the contract from the original security company to them which I did promptly. Since that time, my uncle is still being billed by Safe Home, and we have heard nothing since I sent the contract to Safe Home. Please let me know if you can find the original information on the claim. Thank You[redacted]

Sincerely,

Business

Response:

SHS has never received the contract from [redacted]. Please forward to Safe Home Security [redacted], CT [redacted] ATTN [redacted]

or email to [redacted]

Review: We had a alarm installed in our home it worked for about 2 1/2 months, then the alarm would go off for no reason,all times of the day or nite I called for service and three times they had me stay at home all day waiting but no service repair showed up, each month I get a bill for an alarm system that doesn't work right. Me and their rep came up with many ways to solve this it has been a year and a half but mangement will have no part it all they want is money for a service that they didn't provide ,I feel no service no money!!! I have had enough we no longer want anything to do with this this company, we had adt for over 20 year never had a problem .

Why should we have to pay 731.43 for not serviceDesired Settlement: Cancel the bill , release me from the contract , so we can go with another company. P.s. They said they sent a repair person out that Never happened

Business

Response:

Have made numerous attempts to contact customer to service system, with no reply back. Customer has an outstanding balance of 509..00 plus late and finance, which can be reviewed when customer calls us. They also disconnected the phone line to the system and is only working locally . Any questions or concerns can be directed to [redacted] at [redacted].

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: 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: On 7/27/13 a representative [redacted] came to my home so check my system and have me sign a new contract to give me 6 months free and lower my monthly payments for 36 months. I was charged in August 2016 so I called and spoke with a representative to find out why and was told that contract did not make it to the office. The representative then said someone would have to come back out and have me sign a new contract. On 9/20/13 Chris T[redacted] came back to my home to have me sign another contract. 8/2014 Since 2011 I had been renting a home. In 9/2015 I called safehome to cancel my alarm system because I was moving into an apartment complex and could no longer have an alarm. Much to my surprise I was told that the 2nd contract I signed on 9/20/13 to replace the original one I signed on 7/27/13 was a 60 month contract instead of a 36 month contract. I never asked for a longer contract especially since I was renting a house and could have been kicked out at anytime. I also never received a copy of the contract from 9/20/13. Safehome wanted to charge me $1100 to cancel my contract for the remainder of the 60 months. I called many times trying to talk to supervisors to get them to work with me since my original contract was for 36 months and I was more than willing to pay off the remainder of that contract. Last week Safe home contacted me again and I faxed a representative named Matt a copy of the 36 month contract I had and offered to pay off that contract again and yet again they were unwilling to work with me.Desired Settlement: I would like safehome to honor the 36 month contract that I initially signed on 7/27/13 and I will pay off that amount from the date that I cancelled in August 2014

Business

Response:

The client called into cancel in 2013 citing affordability. She agreed to new 60 month agreement with 5 free monthsand a $5 per month reduction. We will reduce the contract to 36 months meaning that she owes through September 2016. This must be paid by March 31, 2016 or the offer is recscindd. Please work through Matthew [redacted] your account manager. The final balance owed is $948.58

Consumer

Response:

Review: [redacted]

I am rejecting this response because:If they are reducing my balance to pay off a 36 month contract which I already had for 1 year at $24.95 per month that that offer is too high. How can $1100 reduce to $950 when 24 months are coming off the contract. And I never agreed to a 60 month contract that was a complete mistake and dishonesty on the salesman part.

Sincerely,

Business

Response:

There are 25 months left @ $24.95 on the 60 month contract = $623.75 plus your current balance of $823.83. At 90% you owe $1302.82 to cancel not $1100, not sure where that came from. Our previous offer is a generous one and a final one.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I was initially told it would be $1100 to cancel the 60 month contract when I called to cancel in September 2014. You are obviously not willing to work with me and be honest and honor the original contract I signed that we were supposed to follow on 7/27/13. I am more than willing and always have been to pay that contract off in full.

Sincerely,

I am extremely dissatisfied with Safe Home Security and the service I have received. Or, should I say, have NOT received! I continue to make payments for service that I am not receiving, there is no communication between my home and them. If I had an emergency, I'm not protected. Terrible service and people are extremely RUDE!

Review: After many years as a paying customer, I signed a contract to lock in a rate for 5 years. After a few months I decided to sell my property, I called SHS and they told me I needed 60 days advance notice to cancel. I sent an email in November 2013 and the service was cancelled but they continue to bill me after numerous calls with their collection department they called me and agreed to cancel the contract as long as I paid the $395 owed, I requested they send me a letter stating that the contract would be cancelled upon payment of the $395, instead I just received another invoice and the account was turned over to a collection agency. All I want is a fair resolution to terminate the contract. The service has been cancelled since Jan 2014 and they have not provided any service since.Desired Settlement: I would like to settle by paying amount owed to date $405.00

Business

Response:

The customer signed a 5 year renewal contract in 2013. If he has sold teh property he can provide a copy of his closing documents and he will only owe until the date of sale. If he still owns teh property he will owe 90% of the contract to term. He is being contacted by our internal collections department and he should reach out to them at ###-###-#### to make arrangements.

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.

The complaint has been resolved, please see "SHS Settlement of Account" attached.

Thank you so much for all your help.

Sincerely,

Review: I called the company multiple times in regards to the cancellation of my policy as I had lost my job and my home at the time was going into forclosure. Due to the previously mentioned issues, I had decided to move out of state. Where I moved to I was not going to be a home owner anytime soon and besides that, they do not provide service where I moved. During one such phone call, I explained that I was faxing a letter of termination and letter of foreclosure. I thought everything was taken care of and have started making payments on my account when I noticed a monitoring fee for the current year. I called and was told that because my account had not been cancelled, that the account had renewed for an additional year. I explained that I had cancelled my account months ago. I was told that they never received my cancellation. I said that I faxed it last year. I was told that they do not have any record of receiving it. I wrote another cancellation letter explaining that I had previously cancelled my policy and I was told that to avoid the renewal that they would have had to received my cancellation letter before my renewal. The new cancellation letter was written and emailed on February 27, 2015 and my policy was to renew on March 1, 2015. I was told that I didn't cancel my policy in time and it would renew anyway. I never received notification of renewal.Desired Settlement: I desire for the automatic renewal of the policy and the monies being charged to me for this automatic renewal to be reversed as I cancelled my policy via phone, fax and email prior to the actual renewal date and I was never informed that the policy was going to renew.

Business

Response:

The customer has a 3 year agreement signed in March 2012 with a 90% buyout clause. They owe $367.49 to cancel. This is not in a renewal but a primary term. Please call us to make payment arrangements.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I am not disputing the $367.49 owed for the 3 year primary term and I have already started making payments on. My dispute is with the most recent invoice that I received showing new monitoring charges past the 3year primary term for 3/1/15-6/1/15 which I was told was an automatic 1 year renewal of the policy. It is the renewal that I want cancelled and the charges associated with that renewal that I want removed. Sincerely,[redacted]

Business

Response:

We are not holding you to any renewal. The amount quoted is 90% of the original 36 month agreement.

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, [redacted]

Review: Acct # [redacted] A customer service representative told me they would add $10 a month to my monthly payments that would cover any service charges.

$10 was taken from my account and add to my monthly bill to cover any service calls for my alarm system. A service represent came to my house in December 2014to service the alarm. Then in March 0f 2015, Safe Home Security went into my checking account and charge me $118 for the service call. When I contacted them at [redacted], about the charge they said it was for the service call back in 2014. I explained that I had a service contract, they said I need to sign a new repair service contract and sign a new contract to be committed for three years. In other words, I was lied to by their customer service representative and they took an authorized charge out of my checking account in the amount of $118. Now they refused to return my money unless I sign the contract. Then they said I need to pay them another 10 then they would return the money. they sent me a new contract to commit for three years. Another misrepreentation.Desired Settlement: I would like to have a refund in the amount of $118. This current contract I am under goes through October 21. I am not renewing service with them. I want to determinate now but because of other charges I will not.

Business

Response:

We will refund $89.00, I will submit it today, and I have left a couple of messages to resolve the remaining issues.

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. A representative and I have been playing phone tag. I am willing to work with them. Yes refunding my money is satisfactory to me because it was an error on the company behalf by one of their representatives. I should not have to pay for their mistakes. The case will be closed once I receive the refund.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: In reference to complaint #

Review: I have had numerous problems with the company in the past regarding billing and customer service issues. I had a break in at my home in March of 2014 and the way the incident was handled was not what was expected. After talking with [redacted] (Supervisor) about the ordeal we decided to give it a little time to see how service would improve now that they are aware we are unhappy. During this time I researched other companies because I didn't feel this company could provide what I wanted or needed from a system standpoint.

After waiting some time, I later receive an additional charge of $55 to my account in Nov. 2014. I had been charged for service calls that didn't belong to my residence and it took 4 months for them to admit the mistake. After the mistake was discovered it took an additional 3 days for the company to agree that would refund the charges, it has been well over a week and the credit is still not there. I have requested to discontinue service with this company on 4/1/15 in an email and have received no response to the notice. The Supervisor that I spoke with on 3/26/15 instructed me to write an email to the address [redacted] requesting the closure but that it was not necessary to include specifics as to why. Against my better judgement I did as requested and still have received nothing stating this is taken care of. The system in my home still sends out notifications that leads me to believe the system is still active. I have called twice and emailed three times with no luck.

I never signed up for this specific company, the account was sold off to Safe Home Security Inc.Desired Settlement: I would like the $55 credit owed to me and the discontinuation of service as requested..

Business

Response:

The customer is being refunded the $55, and the account will be closed with no further billing due.

Consumer

Response:

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

Sincerely,

Review: I sent the letter of cancellation Dec 2012 for alarm monitoring services after having paid for more than 5 years on a 3 year initial term contract. They would not let me cancel because they said the auto-renewal was for 3 years not year to year and I owed for the full term of the auto-renewal period (this is predatory, which made me upset so I wanted out NOW). After a period of communications back and forth I finally received confirmation by email they received my cancellation and I was to pay $242.92 to close the account. I sent and also also confirmed the final payment of $242.92 cleared my bank on 3/12/13 and they said the account was closed. I ensured the company had all my contact information. I received no further contact until yesterday, when I received a collection letter for $2137.11 from [redacted] in **. I have checked my credit history and SafeHome has FAILED to close the account but last report it was open and current with 0 BAL and perfect payment history until Feb 2013, with no remarks or history thereafter. This company is completely unethical, I could tell from the first moment I made contact to cancel it was going to be nearly impossible. I want this to be over so I can stop worrying about it. I want it properly reflected as CLOSED in my credit report and an written apology.Desired Settlement: 1- I want the account reflected as CLOSED on my credit report.

2- I want a written letter of apology.

3- I want the company to cease the practice of duping other innocent customers into any renewal periods longer than 12 months unless the customer signs a new contract at the start of each period. This is in keeping with an ethical business standard. There should be no perpetual auto-renewals.

Business

Response:

THE ACCOUNT HAS BEEN CANCELED, PER THE CUSTOMER REQUEST. WE APOLIGIZE FOR ANY MISUNDERSTANDING OR INCONVENIENCE

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: When my initial contract expired, I followed the necessary steps to cancel my security system account. I was informed that I did not do it in time and I was obligated for another year. I then spoke with a senior account manager who told me that if I signed a new 3 year contract and cancelled it within 3 days, the contract would be cancelled. I did this. My checking account was not debited and I thought everything was fine. In May of 2014, my checking account began being debited again at a lower rate, which was the rate of the new contract. Time got away from me and in March 2015 I was finally able to cancel the account that I thought I had already cancelled. I was assured that I would have no more bills or direct debits. Silly me, I took him to be a responsible business representative and took him at his word. Back in May, I checked my account online and I realized that they debited my account for March, April, and May. I promptly called the same senior account manager and he indicated that I was issued a refund check and he just didn't understand why the debit didn't stop. I am again assured that the debits will stop. Low and behold, my account was debited for June as of yesterday.Desired Settlement: I want all of my payments returned to me-March, April, May, and June at $29.99 a month , which equals a refund of $119.96. I also want the $30 fee that my bank charged me to stop payments to the business to be refunded as well. That would be a total of $149.96. I will expect this refund before I have to go through my bank to recover these funds as they were essentially fraudulent charges.

Business

Response:

I, [redacted] (Co-Director of the Customer Care Dept.), have personally spoken Ms. [redacted] and informed her that we are issuing the refund, as well as manually closing the account. The company apologizes for any issues this situation has caused the customer.

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: Actually it's service issues, Customer service issues, product issues, payment issues, etc

I am a Landlord. I own a home in [redacted]. In August of 2014 I was asked if I wanted to change to this company to monitor my alarm system. They promised monitoring, maintenance service on product and service and a lower rate than what I was paying. I agreed.

My tenants wanted it to connect to their cell phones and not have to have a land line. SHS said that was possible so they came out and replaced the 2 existing panels I had since 1992. My system is hardwired.

The alarm has not worked correctly since the Fall of 2014. The back sensor keeps getting tripped and setting off the alarm at any given time. My tenants have been jolted awake in the middle of the night more than 3 times. It has sounded off (false alarms) when they have been out of town. They have 2 cats that (are now) highly sensitive to the Blaring indoor (false) alarms.

They have called numerous times to set up a service call. Two times they came out for a service call and it was NOT remedied.The 3rd time it was set off, my tenants requested they come to the house and fix it. They refused.

Now I am involved. First let me say that they have NO problem collecting the monthly monitoring fee and we are not USING the service because the alarm does not work correctly. That is wrong.

I am holding up to my end of the contract and Safe Home Security is NOT! They have breached contract.

I have been dealing with customer service, supervisors, resolution managers ([redacted]) and back to Customer service ([redacted]). [redacted] was helpful for the day we spoke.

They do not set up service calls, they do not call me or my tenants back to keep up up to date and especially when promised. It is not July 6th and the last "promise" to call me back (the next day) to get this resolved was June 29th.

My tenants have taken time off from work 2 times to meet service people that NEVER showed up.

This company is unreliable. They string you a long and ignore you and take your money.

The house is located in [redacted]. We pay our bill and the system is not working.

WE want the system to work like promised 11 months ago. We want top service as promised.

Please help!Desired Settlement: WE want service. We want to know we can leave the house and set the alarm and have it NOT go off because of faulty product or service. We want 11 months of monitoring fee refunded as we have not been able to use the alarm. We want a qualified service company to show up and make this right , NOW! and to not ignore us.

.... It is highly disrespectful as a paying customer. They need to make good on their promises.

Business

Response:

Customer called in for service and did not get good customer service in a timely manner. The people involved have been handled and the service was completed and customer sent in a nice compliment letter for one our customer service reps , who was awarded a gift certificate. Any future questions or concerns can be sent to [redacted] at [redacted] ext [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. The gentleman that helped me, [redacted], was a gem and Got it done. After months of being brushed aside and not dealt with, this is complete.

Review: We have tried continuously to cancel our service with this company but they are ignoring our requests and continue to withdraw payments from our bank account. We first sent them a letter via certified mail on March 16, 2015, asking for the termination of our service contract at the end of its expiration (June 2, 2015). When we did not receive any confirmation of this cancellation, we contacted the company on May 5, 2015 via telephone. We spoke to a Mr. [redacted], who said that they did receive our letter and were currently processing the case. We requested that they send us a confirmation letter, to which Mr. [redacted] agreed. We also asked if the last payment date would be June 2, to which Mr. [redacted] said yes. On June 16, after having received no confirmation or correspondence of any kind, we attempted to contact Mr. [redacted] but could not reach him and left a voicemail. On June 24, we called the company again and spoke to a representative named [redacted] (ext. [redacted]) to request, once again, a confirmation of our cancellation. On July 6, the company withdrew yet another monthly payment of $52.39 from our bank account, despite Mr. [redacted] having confirmed that the last payment would be on June 2. On July 7, we called [redacted], who claimed that they sent us a letter on June 26. However, we had/have not received anything from them. [redacted] said he would refund us the extra withdrawal and would also send a confirmation letter via email. We have not received any refund from the company nor a confirmation of cancellation via email or mail.Desired Settlement: We would like to be refunded the extra withdrawal of $52.39 and also to terminate our service contract, which expired on June 2, 2015.

Business

Response:

THE ACCOUNT WAS CANCELLED, PER THE CUSTOMERS REQUEST, WITH NO BACK BALANCE. WE APOLIGIZE FOR ANY MISUNDERSTANDING

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.

Review: About 9-10 years ago I had a security system installed in my home by Safe Home Security. Several years later, I took my landline out of my home and had the security system changed over to go through my cellular. During the next 6 months, I noticed that when my alarm was accidentally set off and I quickly canceled it, I got no call through my two way speaker nor did they call me on my phone. I assumed it was because I was canceling so quickly. During one of my conversations with the company, I asked them about this and they said that should not be happening, so we scheduled a time for a technician to come to my home and test it. It was discovered that the system had been left on demo all that time and no alarms were connecting to the call center so they had no idea it was being set off. I tried for a while to get the $240 back that I had paid for a service that I was not receiving. All I wanted was for it to just be paid for future monthly payments. After many messages and trying to speak with someone, I gave up. I now have the same service and pay extra for the two way speaker system. In the month of September, I had 3 false alarms and police were dispatched. Because of this I have been charged $100 from the city. Only one of those times should the police truly have been dispatched. Twice I had pushed the button twice upon leaving (which means no entry delay) and when my children got home from school and opened the door the alarm was tiggered. However, the alarm was canceled within 30 seconds and the last time was within 5. They waited by the speaker to give them password, but no one called. Apparently, I have now been told that when the alarm is canceled within 30 seconds, it knocks the speaker off line and they can't use it. They then call my cell phone. As a teacher of kindergarteners, I do not have time to have my phone on me all day and many times don't even check it til the end of the day to make sure my children made it home. So once again I am apparently paying for a service I am not receiving. There was one day when the alarm went off at 9:30 am and the police were dispatched. There was no break in or tampering at all. I do not turn on the motion sensors, so it could not have been my dog. So it had to have been a problem with my system. In October, I received the bill from the city. I called all month long leaving messages for supervisors (giving them time to return my call), yet I never heard back from anyone. I don't think I ever left a message for the same supervisor. I told countless employees on the phone and of course they can do nothing so I always asked for a supervisor. Finally on Nov. 5th I actually spoke with someone. His name is Jamie and he is a supervisor. I explained everything to him and I really thought finally I would get some help. He said he would email me a letter to send to the company who charged me that would help get that fee waived around 7 that night. At 7 Nov. 6th, it still had not come. So I called at 8:30 back to talk to Jamie. He was not in so I was told as soon as he got there it would be sent. I called again at 12:50; but I got Jamie's voice mail. I called again at 3:00. Jamie was on another line and I was told he would put it in the mail on Monday. However, he knew that I had to send the email asking for a waiver by the end of the day on the 6th. So I asked to be let out of my contract. I was told that could not be done without a penalty. I became very frustrated; raised my voice and the woman then hung up on me. I called back and asked for a supervisor and surprise it was Jamie. I told him I just wanted out of my contract without a penalty. He said that could not be done and he could not tell me when my contract was over. He asked if I still wanted the email and I said yes. I have received the email but I can't send it with my request because it is dated the 6th and he states in it that I have had my system serviced on the 12th of Nov. and it is fixed. This is the 6th and the 12th is not until next week. I feel very devalued as a customer and have been blown off way too many times.Desired Settlement: This is what I would like (just what I am entitled to); I want reimbursed for the 6 months I was on demo; I want reimbursed for the whole time that I have paid for the two-way and have not had the service and I want out of my contract without penalty so that I may find another company who can meet my needs. Please help me. I am tired and I am frustrated. I live alone with my two daughters and I just want to have the added security without it being such a hassle and stress.

Business

Response:

The alarm system is the customer's property in which the customer is ultimately responsible to maintain its proper functioning. Any false alarm fines incurred by the homeowner are to be paid by the homeowner. This account is in agreement until May 31, 2018.

Review: this company put their system in my home,2 techs had come out to install the system but did not install it properly. I kept calling cause it would go off at all time 24/7 wind the wind blew the doors. I called for service they would never call back so I quit paying, mgr called told him of the problems all he wanted was payment not interested in customer satisfaction, in told him at time of contract renewal (2 years never worked) that I was canceling he would notate acct. said I should return contract marked cancelled which I did and I still have my copies. noticed they kept billing me with monitoring fee, my husband an electrician completely removed this faulty non working system completely, called company asked about monitoring fee said how can you call to check if system is working when is in the local dump for a few years now. on Orlando tv they have had 2 reports that they send out techs for service automatically sign them up for 5 year renewal and deduct payment from their bank accounts without permission. this company is a fraud. they reported 2900.00 on my credit report for a service and equipment that never worked since day one no I should not have to pay after begging them to come fix their faulty equipment they even tried to blackmail me into paying half and if the tech came out and the system was faulty then they would fix it otherwise if it was due to my fault such as not replacing batteries which my husband did the they wanted the tech to get full payment from me at the time of service. this company should not be allowed to do business this way you can call Channel 6 [redacted] and Channel 9 problem solvers for their review and report on this fraudulent company. I should be refunded for what I did pay before I got wise to their antics before I quit paying for a system that never worked for one day.

Product_Or_Service: 2003

Desired Settlement: DesiredSettlementID: Refund

I WANT THIS 2900.00 TAKEN OFF MY CREDIT REPORT IMMEDIATELY AND ANY MONEY I PAID BEFORE I GOT SCREWED BY THEM REFUNDED TO ME IN FULL. I WON THIS SYSTEM AT THE ORLANDO HOME AND GARDEN SHOW AND FREE INSTALLMENT THEN IT WENT TO [redacted] FAST ONCE IT WAS PUT IN,. I WOULD ALSO LIKE TO KNOW ABOUT FILING A CLASS ACTION SUIT AGAINST THIS COMPANY SO THAT CAN NOT DO THIS TO ANYONE ELSE.

Business

Response:

Business Response /* (1000, 5, 2013/06/19) */

The customers account has a past due balance of over 2,0000. It has been sent out for third party collections. We will agree to withdraw the collections assignment and repair the credit to resolve the complaint. However, a refund will not be issued.

Consumer Response /* (3000, 7, 2013/06/21) */

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

First reason I am hesitant to accept is the credit report shows that I owe $2900.00 and they say they will resolve the complaint in the matter of $2000.000, this is a big discrepancy. I want the full amount of $2900.00 taken off and my credit report completely repaired to represent a clean record. I strongly feel that this company did me wrong, I paid my bill in good faith and it never ever worked and they kept charging me and ending up ruining my credit for the past 5 years. I feel they should at least refund some of the money that I paid for this lack of service and for damages they caused to my credit for this length of time. They did me wrong I did not do them wrong from the beginning and I was assured that I had a great product to protect my home and I reached out to them on many occasions for help and they refused. By my credit being harmed for this length of time I have had problems refinancing my home, getting loans, it affected work applications and so on. They caused a lot of damage to me. they should have stood behind their product, they also hurt many other clients in this area as stated per 2 television news reports.

I hope they can be professional and compassionate enough to do the right thing and offer me some of my money back. I will not bad mouth this company in the future if they can agree to be compassionate enough to compensate me for the agony that they have caused me. I do not feel that I am being unfair at this request by me to put a close to this matter once and for all. I am a 63 year old woman and I am being as sincere as I can be and feel this would be the right thing for them do, think about it and possibly look at my side of the situation would they want this to have happened to one of their own family members? I think not, please lets end this on good terms

Business Response /* (4000, 9, 2013/07/05) */

the business response stands. there is over a 2,000 balance due. there will not be any refund

Consumer Response /* (4200, 11, 2013/07/09) */

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

they have on my credit report an amount owed of $2900.00 I want the entire balance that they are reporting taken off of my credit report not $2000.00 that they are saying, this will in no way clear my credit report. and will cause debt collectors to call me in the future to try to recover the remaining $900.00 that they say they are leaving on the credit report. How does this clear my credit report if they do not take off the ENTIRE BALANCE OF $2900.00 THAT THEY HAVE REPORTED. If this entire balance of 2900.00 is taken off and my credit report states debt satisfied then this will be acceptable. This is a fair request and I do not understand what their problem is. It is there in black and white and they did me wrong I did not do them wrong. PLEASE REMOVE THE FULL AMOUNT OF $2900.00 AS REPOR BY SAFE HOME SECURITY. Their lack of cooperation and compassion shows exactly what kind of company this is and why they have an F rating with the Revdex.com and so many other complaints filed against them as well as my complaint. I do not want these rogue credit bureaus calling me 15 years from now trying to collect a write off of bad debt of $900.00 from this company. it is that simple. This is money that I paid and just threw away and Someday it will catch up with them and they will come across the wrong person that will hopefully take them to court resulting in them going out f business so they can not hurt anyone again.

PLEASE CLEAN UP MY CREDIT REPORT BY REMOVING THE GRAND TOTAL OF $2900.00 NOT (I REPEAT) NOT $2000.00

Consumer Response /* (3000, 23, 2013/07/11) */

My last response was that I wanted the entire amount of $2900.00 that they had reported on my credit report be cleared because in their first response they said they would write off $2000.00. So now where do I stand? with nothing? How can I accept them to not clear my credit which is want I asked for in the first place then when they came back with a $900.00 deficit that did not do me any good which is the reason I wrote to you for help in the first place. Do you agree that I was justified by asking the whole amount be cleared and not a portion. Will they be clearing my credit report as they suggested? I have no idea what to expect from them at this point. I wrote a very detailed explanation concerning the treatment that I received from this company and I was hoping that you would at least see my side of the story. Please help me get this credit report taken care of as they suggested so that I can have peace of mind. I asked for your help and I am hoping that you will follow up with my last request just a few days ago and see to it that they agree to their proposal and that they will follow thru with it. I sincerely hope you will help me with this matter which is why I contacted you in the first place.

Consumer Response /* (-101, 25, 2013/07/12) */

From: [redacted] D. (mailto:[redacted]@msn.com)

Sent: Thursday, July 11, XXXX X:XX PM

To: [redacted]

Subject: RE: Revdex.com Complaint Case#84119359(Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX)

Ms Betts please help me with this complaint by asking the company to comply with their original offer? I am sorry for bothering you but I wrote to you for help and this is all I ask. Please get them to stick to their original offer?

++++++++++++++++++++++++++++++++++++

I rejected the first offer due to my concerns that they were not going to clear the entire balance as reported on my credit report, it is my understanding that I had three choices to make and I disputed it due to that fact. I did not think they would offer a refund but my initial request is that they remove the entire amount on the credit report. This is all I want and are they going to do so as they first offered. In my second dispute again that is the only thing I requested, not a refund as they stated they would not refund so I simply asked if they were still going to remove the item from the credit report which has been on there for 5 years, this is all I want from this company. I do not feel this is unreasonable if you reviewed what I went thru with this company. If this is cleared we are done and I will be satisfied? Do you think this is an unfair request considering my initial request.

Business Response /* (4000, 27, 2013/07/15) */

the customer can dispute the credit reporting on line.

Review: I HAD A SECURITY SYSTEM AND CALLED TO ASK QUESTIONS ABOUT REDUCING THE RATES ON MY ACCOUNT AND WAS TOLD ON THE PHONE THAT MY ACCOUNT WAS DUE TO EXPIRE jUNE 29TH 2013. I SAID I DID NOT WISH TO EXTEND IT AND I WAS TOLD I COULD CANCEL AS LONG AS I DID IT IN WRITING BY SENDING EITHER A FAX LETTER TO XXX-XXX-XXXX OR EMAIL IT TO [redacted]@SAFEHOMESECURITYINC.COM AND INCLUDE MY ACCOUNT NUMBER XXXXXX. AS SOON AS I GOT OFF THE PHONE I FAXED IN AND EMAILED THE LETTER OF INTENTION. [redacted] CALLED ME ON THE PHONE AND SAID THAT MY CANCELLATION WAS RECEIVED AND ACCEPTED AND I GOT A LETTER IN THE MAIL ASKING TO COME BACK AND THEY OFFERED ME A LOWER RATE. A COUPLE OF DAYS LATER MY ALARM WAS SAYING THERE WAS A LOW BATTERY. BECAUSE MY PLAN DOES NOT EXPIRE UNTIL 6/29 AND I PAY FOR MAINTENACE , WHICH THE BATTERY IS COVERED, I CALLED IN ON 5/29 AND I WAS TRANSFERERD TO [redacted]. HE SAID HE WOULD NOT SEND A TECHNICIAN OUT (EVEN THOUGH I AM STILL PAYING AND THIS IS COVERED UNDER MY PLAN) BUT HE SAID HE WOULD OVERNIGHT THE BATTERY TO ME AND A MANUAL AND ALL I HAVE TO DO IS CALL HIM WHEN I GET IT AND HE WILL WALK ME THROUGH THE PROCESS OF RESETTING IT. I AGREED SINCE THAT MEANT I WOULD NOT HAVE TO TAKE A DAY OFF. TODAY 6/5 I HAVE NOT GOTTEN THE BATTERY YET AND ASKED WHY. [redacted] WAS NOT AVAILABLE AND WHEN I MENTIONED TO THE WOMAN I WAS TALKING TO THAT I WANT TO GET THIS DONE BEFORE MY ACCOUNT EXPIRES SHE INFORMED ME THAT THEY RENEWED MY ACCOUNT UNTIL 6/15/2014 BECAUSE I DID NOT FILE MY CANCELLATION IN A TIMELY MANNER. WHEN I QUESTIONED HER SHE SAYS SHE "TOLD ME TOO MUCH ALREADY". I ASKED TO SPEAK TO A MANAGER AND SHE SAID SHE IS A MANAGER. I SAID I NEED TO SPEAK TO A MANAGER WHO CAN RESOLVE THIS ISSUE. SHE HUNG UP ON ME. THEN SHE CALLED ME BACK A FEW MINUTES LATER, APOLOGIZED AND SAID THAT THERE IS NO ONE AVAILABLE TO HELP ME. ALSO NOTE THAT LAST YEAR IT TOOK THEM OVER 5 MONTHS TO SEND SOMEONE TO FIX MY ALARM AND I HAD NO SERVICE. THEY ARE A TERRIBLE SERVICE WITH A BUNCH OF INCOMPETANT PPL WORKING IN THE CALL CT

Product_Or_Service: ALARM MONIOTING/MAINTENANCE

Account_Number: XXXXXXDesired Settlement: DesiredSettlementID: Other (requires explanation)

I WANT THE REPLACEMENT BATTERY SENT TO ME I WANT THE MANUAL AS I HAVE PAID FOR THE UNITI WANT THE INSTALLER CODEI WANT TO CONFIRM THAT MY CONTRACT IS CANCELLED WITH NO PENALTY.

Business

Response:

Business Response /* (1000, 5, 2013/06/21) */

On June 7,2013 the battery was sent to Ms. [redacted]. On June 21, the user manual was emailed to Ms. [redacted]. Safe Home Security is under no obligation to provide Ms. [redacted] with the codes our installers use. That is internal information and is not for customer use. Lastly, Safe Home Security will be glad to cancel the account without penalty for Ms. [redacted].

Consumer Response /* (3000, 9, 2013/06/24) */

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

besides their continued incompetancy during my contract period their response is why I will never do business with them again nor ever repeat their business name in a positive light. Good riddence

Business

Response:

On June 7,2013 the battery was sent to Ms. [redacted]. On June 21, the user manual was emailed to Ms. [redacted]. Safe Home Security is under no obligation to provide Ms. [redacted] with the codes our installers use. That is internal information and is not for customer use. Lastly, Safe Home Security will be glad to cancel the account without penalty for Ms. [redacted].

Consumer

Response:

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

besides their continued incompetancy during my contract period their response is why I will never do business with them again nor ever repeat their business name in a positive light. Good riddence

Business

Response:

The customer will receive a refund check for July 2013 and August 2013 based on Safe Home Security's error. The amount to be refunded is $69.98. There will not be a refund for June 2013 seeing as the cancellation request came in June. The contract states that we require at least 60 day notice.