Safe Home Security, Inc.

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: Lost home to foreclosure/short sale but Safe Home Security would not let me out of my contract. The alarm system was not functioning but l couldn't put money into it knowing that l was losing the house. I sent two faxed letters and made a couple of phone calls requesting that my contract not be renewed. [redacted] told me that he did get the letter and will be sure that my contract does not renew. Contract ended in January but they continued to withdraw $24.95 per month for February, March and April. I contacted them several times and each time l was told that they have rectified the problem and they will send me a refund immediately. It is June and l have not seen a refund check and now they will not return my phone calls. I just want my refund so l don't have to continue calling them about this.

Product_Or_Service: Security alarm monitoring

Desired Settlement: DesiredSettlementID: Refund

I would like a refund check for At least the three months they billed me for after my contract was cancelled for a total of $74.85.

Business

Response:

Business Response /* (1000, 5, 2013/06/07) */

A refund check has been issued, in the amount of $74.85, representing remiburesment of 3 months. We apologize for the delay.

Please do not use this company. Save yourself the head ache! Their repair team does not know what they are doing. My system has not worked in months even though I have still been paying! Their repair team has been out to my home and replaced sensors then made it so the system can not be used at all without the alarm going off. Then when my contract was up and I made it very clear that I was going to cancel. They auto renewed my contract!

Review: Contract issues , poor service , rude customer service

Alarm has when off with no helpDesired Settlement: End service

Business

Response:

Business Response /* (1000, 7, 2013/05/03) */

Contact Name and Title: Douglas [redacted] VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted]@safehomesecurityinc.com

The customer never called us to mention any of these issues. He stopped paying in 2012 and has been quoted on several occassions a payoff amount owed as well as has committed to making payment arrangements that have never materialized. Please call our collection department to set up a payment arrangement to meet the obligation that is due on this account.

Consumer Response /* (3000, 9, 2013/05/07) */

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

I have called Several times without proper customer service . No one has offered any help . All they offer is a buyout option. I don't fell like I should have to pay $500 for service I didn't receive . The very first person I talked to said he understood my problem and if it was his "case" he would wave all fees and end the service for me since I wasn't happy but I had to deal with my case worker . Once I spoke to him he said he would talk to his boss and see what he could do . That's went I was told it would be $500 for a buyout . Why should a customer have to pay for service he never received or was not happy with . I know I'm not the only one since of you research the company you will see the same issues .

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 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: Have not installed items listed on contract, the company nor the police have responded to repeated alarms, the service has never worked properly nor has it been monitored per the contract agreement . The contract expired August 12, 2014. They renewed my contract because I did not give them notice to discontinue. However, I have complained to them that the service has not been affective and they have stated they will not stop the automatic drafts for one year. I have made several attempts to contact them by phone to fix the system with no response from the company.Desired Settlement: I wish to have the service terminated and the automatic drafts to stop coming out of my bank account effective immediately.

Business

Response:

Safe Home Security will close the account per customer's request at no additional charge to 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: 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,

Review: Here is a copy of the email sent on March 16, 2015. This lays out the problems.

This email is notice that we are canceling our Safeguard Security System and [redacted], effective immediately, for the reasons listed below.

For the security:

1) The installers left without hooking up either the front door chime or the back door alarm, leaving the store without door security for at least a week, until your techs were able to return.

2) There was a glass breaking incident on Feb 11, 2015 and the system failed to activate. The smashed in door was wide open all night, in sub-zero weather, an invitation to looters.

3) About a week later, I tried to add a new employee's security code to the system. I could not add the new security number, and so I called for help. I spoke with four technicians and two supervisors and still the problem was not resolved. A supervisor promised to follow up but no one has.

4) I was promised two portable panic buttons, and to this day, have only received one.

As for the [redacted]:

1) When installing the [redacted], the technician you sent was unable to set it up for me to watch on my laptop at home. This is is how I provide remote security backup for the store. It left me blind for the weekend. The following week, he brought a representative from the company to set it up "properly." Even so, w e have never been able to get playback to sync up with multiple panels.

2) I attempted to burn a single panel to a disc and it used the whole disc for less than 20 minutes of content. It was difficult to play back the disc. Finally, during a critical time in the glass breaking incident, the playback "glitched" and missed the actual incident. I had to use my neighbor's [redacted] security system to catch the perpetrator.

3) I attempted to get support for [redacted] use, but couldn't get anyone to call us back. I called your competitor to see if they could help me, and they actually called me back!

4) [redacted] has canceled payment for the [redacted] after agreeing with me that the product has not worked properly. You may pick it up at your convenience anytime during store hours.

For these reasons, I have lost all confidence in the security system that you provided. A security system is not something on which I can compromise. Instead of feeling safer, we feel less safe. T herefore, please immediately cancel my security system and monitoring, confirm the cancellation, and pick up the [redacted] at your earliest convenience.

Sincerely,

[redacted]

CC: Central ** Revdex.com

They are still billing me. I paid in advance, therefore, they owe me a refund. This company have no credibility and should not be in a business of security because they DO NOT PROVIDE IT!Desired Settlement: Refund the payments that I paid in advance and then stop contacting me.

Business

Response:

I went to meet Mr.[redacted] at his business [redacted] in [redacted] and discussed upgrading his current alarm and camera system. We spoke the next week and he agreed to go with the upgrade, we then did the alarm installation and upgraded the [redacted]. When our tech installed the system signals were sent to our central station and ever part of the alarm was in working order. The [redacted] was installed and there was an issue with viewing the store from off premiss. Our tech worked with Mr.[redacted] and his internet provider on a Saturday for several hours to help solve the problem. We were unable to get it working at that time, so we had our rep from the camera company make a special trip with our tech to the store to get the system working correctly. We solved the problem, which was with the internet, and gave Mr.[redacted] the passwords and spent several hours showing him how to operate the system. After a couple days I received a call from a screaming Mr.[redacted] claiming that the [redacted] wasn’t working, the problem was that he hadn’t taken the time to write down his password and blamed the equipment ,he was using the wrong password. At this point I realized that he was looking for a way to get cancel our agreement, he signed a contract for his alarm and paid for the [redacted]. HE claims that he had an attempted break in and the glassbreak dector didn’t work. This is the same piece of equipment that was there, it was tested and worked when our tech was there. We did everything possible to make Mr.[redacted] happy, we held up our end of our agreement and he did not. [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Mr [redacted] statement is not true. While I did not have the correct password at first, I did get it and when I watched the break in ( the one he said I claimed to have had) the video gliched at the part when the person through the ice block through the window. I burnt a disk, so I have proof. Mr. [redacted] also accuses me of wanting to break the contract, this is far from the truth. Safe Home Security was offering me the same service as [redacted] for almost half of what I was paying. Why would I what to pay more if the service worked? There business is supposed to be security. I felt a total lack of security while I had them monitoring my store. I am also coping the two emails I sent them early on because there was more problems that these:March 27, 2015 email

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: This is a followup on my complaint of 8/3/13. At that time I complained that Safe Home Security continued to demand payment after I cancelled their service because they failed to provide the service I signed up for (details in previous correspondence). In July I had received a notice from Trans Union credit reporting Co that negative infomation had been placed in my file based on information from Safe Home Security. I asked that it be removed and I receive in writing that I did not owe them anything. The credit information was removed. No written communication was received. Now negative information has been posted to my Equifax report and I continue to receive bills.Desired Settlement: I want the negative information removed and that I receive a letter stating that I owe nothing on this account.

Business

Response:

Safe Home Security has agreed to cancel Mr. [redacted] account without penalty as requested. There is no further money due on this account.

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 really involves 2 issues - customer service and contract. I signed with a Safehome Security person who came to my door and installed the system that day - 2011. In 2012 I moved from my home. Safehome Security refused to let me cancel the service saying I had signed a 5 year contract. They insisted I paid the 5 years full regardless of the fact I got zero service from them. Their equipment was also faulty not providing the said services. I was supposed to have a system that went off when someone entered my first floor. I could walk around my first floor and it never went off. More importantly - customer service. They said my cell said no service for over a year, when it has never been out of service. They had no way to contact me and waited over a year to call my backup number. When I spoke to the man he accused me of waiting on purpose to contact them to dispute the contract saying "oh isn't it convenient you call later." He refused to let me speak with anyone else and refused to give me corporate contact information to file a complaint saying I could only talk to him. He insulted me, mocked me a reduced me to tears. He even mockingly said my credit score took a nasty hit. I mentioned he had close to 2k compliant on the Revdex.com and a pending lawsuit in CT for faulty contracts and he again called me a liar saying "oh I bet you just believe everything you read on the internet." My sources were the Revdex.com website and CT Attorney General website. Regardless - I see no reason to validate him continually mocking me and trying to upset me.Desired Settlement: I would like my services cancelled and the contract voided. If nothing else this man should be reported to corporate and the call listened to for how he decides to speak to customers. Name was "[redacted]" or something along those lines. Phone [redacted] Extension [redacted].

Business

Response:

When a customer moves they have 2 choices. We will move the system if we can accommodate and have techs available. If we cannot or the customer chooses not to have it moved the customer may pay an early buyout of 90% of the contract to term. In this case the customer owes $1449.71 for a 90% buyout and $184.15 in late and finance fees for a total of $1633.86. Please contact us to make payment arrangements.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:this did not address the poor customer service nor illegal contractual practices. The handling by [redacted] needs to be addressed as is was offensive and innappropriate.

Sincerely,

Review: In April 2015 we were contacted at our home by a sales representative of Safe Home Security stating that he would upgrade our current security system with [redacted]. He also promised to buy out the remainder of [redacted] contract in six months. We were to (and did) continue making payment to [redacted] for those six months, ending in October 2015. We made numerous tries to contact the sales representative between mid September and early October 2015, to no avail. We cannot pay two security companies. After advising the sales rep (telephone message left on his machine) that we were going to contact the Revdex.com, he immediately called us, October 21, 2015. He directed us to send a letter to him at a local address and include verification of the amount we need to pay in order to buy out our existing contract with [redacted]. We sent the required information to that address on October 21, 2015, but have not received any action from Safe Home Security/the sales representative. We have left numerous phone messages for the sales rep. My husband called customer service at Safe Home Security & requested a service call to check our home system. We received no response from that request. Therefore, we called two other customer service reps, explained our situation and they referred us to individuals in the contract department and dealer support dept. I called, left messages, to both numbers and have not to date received a call back. We are not receiving service or contract resolution. We are not even certain if our home is being sufficiently monitored! Safe Home Security is avoiding us and not servicing our requests. Under the circumstances, we no longer wish to do business with Safe Home Security or it's affiliates.Desired Settlement: We want to be released from the April 15, 2015 contract and/or have the contract immediately cancelled.

Business

Response:

I’m responding to Revdex.com complaint # [redacted] & [redacted].

After reviewing this Revdex.com complaint, SHS doesn’t owe anything to the customer.

The customer signed with SHS on 4/2015 and customer was given 6 months free to cover him/her the 6 months they still had left with [redacted]. Per their complaint, their acct with [redacted] ended in October, 2015. The payment that we took on 10/17/15 was actually for the month of November since we bill a head.

These customer are still responsible for cancelling any previous alarm company they had and provide them up to 6 months free to cover their previous fees.

SHS or SG are not affiliated with any other company therefore we cannot call other alarm companies to try to cancel out their accounts.

Should you have any questions please feel free to contact me.

Thank you.

Gladysbell S[redacted]

Dealer Support & Payroll Manager

Safe Home Security

[redacted], **. [redacted] ###-###-####

###-###-#### Fax

###-###-#### Credit Line

mailto:[redacted]

Like Us on [redacted] - [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: After reading your response, it does not appear that you understand our complaint. Our desired outcome was to be released from the April 2015 contract and/or have it immediately cancelled for the following reasons:1. The salesperson (representing your company) Christopher R[redacted], Advertising Director and Regional Manager, phone ###-###-####, used unethical sales techniques to get us to sign the Global Alarm Protection contract. We advised Mr. R[redacted] that we had a contract with [redacted] with approximately 2 years remaining. He PROMISED that at the end of six months with Safe Home Security he would buy out our remaining contract with [redacted]. He repeatedly said not to worry about it, HE WOULD TAKE CARE OF IT. At the end of the six months [redacted] billed us for another $1,149.77 to close the account. The contract became delinquent. In the meantime, we had made numerous phone calls and left messages for Mr R[redacted] to contact us ASAP. No response. Finally my wife called and left him a message stating that we were going to report him to the Revdex.com. He immediately called back on October 21, 2015. He directed us to send a letter to him at a local address in [redacted] and include verification of the dollar amount, which he had promised to pay in order to buy out [redacted]. That letter was immediately mailed to him at his business office. We have not heard from him to this date: November 5, 2015, again, after many phone calls and messages left. I am assuming that Mr. R[redacted] had the authority to represent, sale, promise and sign for Safe Home Security.2. The original contract that R[redacted] completed, dated 4-15-2015, indicates that we are in contract with GLOBAL ALARM PROTECTION in [redacted], **. On your response to us you stated that SHS or SG are NOT affiliated with any other companies; so who/what do we have a contract with? I do not understand how we are in a contract with SHS. There is no signed contract in our possession.3. On October 18, 2015, Matthew W[redacted], mobile technician, and R[redacted] came to our home and installed the equipment. After the installation they completed the INSTALLATION COMPLETION CERTIFICATE, showed us what was installed and what was to be monitored. They neglected to show or explain to us the indemnity agreement. They both knew that we were contracted with [redacted], but they completely neglected going over that section on the WAIVER, INDEMNITY AGREEMENT and asked us to sign the Agreement. The Indemnity Agreement, that we have now read on 11-4-15, states: We represent and warrant that we own the security system of the address indicated below, and that there is no existing monitoring agreement and or service contract in effect with either and installation company or monitoring service company with respect to such security system; Termination of any prior agreements concerning the security system was down in accordance with the terms of the agreements; We acknowledge that Safe Home Security or its representative have not induced us to breach or terminate any valid agreements concerning the security system. MY QUESTION IS: WHY WOULD MATTHEW AND R[redacted] INSTALL THE SYSTEM, AVOID THE INDEMNITY AGREEMENT AND THEN ASK US TO SIGN IT? DOES THIS SOUND LIKE A SCAM...? (Why would they even consider setting us up with SHS?)4. Unsatisfactory Service. I Called CSR at SHS and requested a service call on or about October 20, 2015. Just received the first response back today November 4, 2015. 5. We have made numerous phone calls to your CSRs and spoke with them concerning our problems. They have given us names, direct phone numbers and extensions to supervisors. However, none of the supervisors have returned our calls / responded to our messages to date. NEVER have we received a response.Lastly, I will be sending a copy of our original complaint and this response with the Revdex.com to the CT State [redacted] Office and the ** State [redacted] Office.

Sincerely,

[redacted] & [redacted]

Business

Response:

At the time of the sale, we do a confirmation call with the customer regarding the basic terms of their agreement and to inform them if they are monitored by another company that we are not affiliated with that company and they need to cancel their agreement.

I have attached a copy of the signed 2nd confirmation where customer is stating that they are with [redacted] and they in fact have already cancelled,

For those reasons our sales rep gave customer (6) free months and if there is any remaining balance we will refund customer that amount. All this is explained to the customer during 2nd confirmation, "do you have any deferred payment?, do you know how deferred payment works?" We explain to the customer that if there is any balance left AFTER the free (6) months are over they need to email, mail, or fax over to us a BUYOUT LETTER that the customer needs to request from previous monitoring company.

In 10/20/2015 customer contacted sales rep to let him know that he was still being billed and sales rep advised customer to stop payment so that [redacted] would't be able to bill them anymore. Whether the customer did that or not it is not our responsibility.

As far as customers concerns about the affiliation of Global Alarm Protection and SG/SHS, GAP is an authorized dealer for Safeguard America/SHS. Who we are NOT affiliated with is the customers previous monitoring company, [redacted], and for those reason we cannot cancel or payoff anything directly with [redacted], the only thing we can do is refund customer.

As far as any technical problems with the alarm system we will call customer and schedule for a tech to go out there immediately.

I’m responding to Revdex.com complaint # [redacted] & [redacted].

I have contacted our dealer in reference to this issue.

Below is their response to the Revdex.com.

Thank you.

Gladysbell S[redacted]

Dealer Support Manager

Payroll Manager

Safe Home Security

[redacted], CT. [redacted] ###-###-####

Review: My current contract with Safe Home Security expired July 3, 2014. They sent me a renewal contract. I have decided not to renew with this company. My complaint is, the company won't let me cancel. I called to let them know I would not be renewing and asked for a cancellation confirmation number. The representative I spoke with told me that they could not do that; they needed the request in writing and that a fax would suffice. I faxed a cancellation request on August 5, 2014. I then called to confirm receipt of the fax and was told that the fax went to another office, so they couldn't confirm receipt. I called again today August 8, 2014 to check on the status of my cancellation request and was told they had not received the fax. Again I asked for a cancellation confirmation number and again was told the request had to be in writing. I have investigated this company in the past when I had some service issues and learned they have a reputation for continuing to bill customers after requesting cancellation of service, even after the contract expired. I am certain that is what they are trying to do now. It doesn't matter how many faxes I send, they will never acknowledge receipt of a cancellation request. In all my adult years of dealing with various businesses, never Have I had such difficulty ending a service.Desired Settlement: I would like Safe Home Security to discontinue my service and stop charging my bank account ASAP

Business

Response:

Offered to reduce rate by $5.00.

Review: -Company misrepresented themselves over the phone stating that I would be able to contact emergency help over the console.Partner has RA and has fallen previously.-Salesman came over with the installer. Began drilling a hole in my wall before I could review contract, much less sign it. It was then I was told that I couldn't contact emergency services over the console & that the term was 5 years.- Was told I would get another key fob, get a working alarm for my new garage, have a "panic button" on the key fob, and the system would be maintenanced yearly. Approximately 5 months later they sent a "technician" over who clearly didn't know what he was doing and left without fufilling any of the promises.Haven't seen another service person in over 2 years.-After initial installation I tried numerous times to call SHS, the service provider and the intaller. Left messages on voice mail. Finally left a message on SHS's voice mail asking them what kind of business they were running. Never received a call back. Finally got through to a live person confirming monitoring. The installer, ironically, called me back only to tell me he could do nothing & that he had quit.-Accidently hit the "panic button" about 2 years after installation. Nothing happened.-The sign is so weather-beaten it's illegible from the street.- Finally contracted a reputable security company, removed SHS's console and stopped payment on monthly debits from checking account.-The company will not let me get out of contract. Offered to reinstall system & that they stand by their service. Who in their right mind would stay with this company? I'd rather pay off the contract ($796.95) than to stay with them.-I owned 3 businesses by the time I was 30. One thing I've learned is that you reap what you sow.- I have never defaulted on a financial business contract or bill. My FICO score is in the 800s.Desired Settlement: After the crummy service I've received, I don't feel I owe these people a dime. It's their responsibility to "vet" their salespeople. Maybe a yearly call asking how your service has been would be good start for identifying displeased customers and tracking service competency. Maybe contracting salespeople who won't say anything for a sale would also be good advice. Drilling holes in a person's wall before the contract is reviewed & signed might be good business ethics, too.

Business

Response:

As we have explained to our customer, in writing, twice, we received no requests from her for service either in writing or via telephone. Upon notice she had a problem, we have offered a reasonable solution-to send a technician to her home free of charge to reinstall the system and retrain her on how to operate it. In the alternative, she has been provided an early termination buyout option.

If she would like to discuss this further, she should contact [redacted], General Counsel, at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: As I explained to SHS'sattorney, I tried numerous times right after the initial installation of the system to get ahold of SHS, the salesperson and the installer. No one returned my call save the installer, who had quit the company and could do nothing.Then a technician who was clearly incompetent showed up approximately 5 months later and could not address any of my needs. I assumed they would send someone else out. They never did. I haven't heard from anyone to maintenence the system in over 2 years. I haven't called after those incidences due to my prior experience. Why bother? The last straw was when I accidently pushed the emergency button on the key fob and nothing happened. Then I began to look for alternate security companies.No, I do not want to stay with SHS and I don't need training on the system. I'm looking for an equitable solution. To meet half-way and split the difference of the $796.95 would to me show a good faith rsolution.

Sincerely,

Review: Purchased a security system on April4, 2013 and sales Rep advised if I moved I would not have to pay to have it transfewrred.. Moved and requested on Sept. 30, 2013 for system to be moved to new place of residence. Spoke with [redacted] who advised I had to pay $199.00 before I could have it done and gave her my Credit card and she then gave me and appointment of Oct 7th between 9a & 12noon. No one showed and when I called was advised it was cancelled and no one knew why and he would leave a message for [redacted] to call. She returned the call on OCtober 8th and apologized that she was sick and no one did the paperwork. She then proceeded to advise I would have to sign a new contract before anything could be done and when questioned said it was because I had a new address. Asked her to send it tome and waited and did not get it until Oct 28, by this time they are still taking payments from my Checking accout. [redacted] called on Oct 19, but the office was closed when I got the message and returned the call. Called [redacted] on Oct 21,2013 and was put through to her voice mail by Chris as she was on the phone. [redacted] did not call me back. Spoke with [redacted] on Oct 28, and advised her of the poor service & that I was cancelling as now I did not want the system.Was advised to mail a letter of cancellation aling with a copy of contract and did so that day Certified. Clled next day to speak with a manager and [redacted] in Customer service insisted he could help so he pulled up my account and and when advised I cancelled with [redacted] told me as the contract was new I would have to pay $995.00 as when it was installed I did not pay for it. On Oct 28th when I collected my mail from the mailbox their was a contract from [redacted]. I have cancelled my debit card so they are not able to draw anymore payments.I have also informed [redacted] the house is sold and they need to get the system out before the new owners move and he said he would call me. No response Oct.30.Desired Settlement: Cancelllation with no penalties as they have not delivered what they promised.

Business

Response:

This client entered into a contract to monitor their home on [redacted]. The term of the contract is 36 months. As stated in the contract, when a client sells their home, they are responsible for 90% of the total value of their contract. As a convenience to our clients, we allow them to move their system at a cost. We also need a new agreement on the new account which would allow us to cancel out the old account. We have been trying to work with the client to get the necessary paperwork back in order to proceed. Due to the delay, we have offered the client a free system move (a $199.00 value) along with free months of service for their inconvenience. The client declined the offer. Therefore, if the client wishes to close their account, they can do so by paying out the agreement. The cost would be $984.87. If the client wishes to move their system, we can move forward with the system move at no cost.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I would not feel secure having Safe Home Security installed in my residence after this fiasco.

They have not shown to be reliable as it took their [redacted] 28 days to send out a contract, she was never able to give me correct information and on her last call on 11/01/2013 after I advised I did get the contract and was not signing it and that I sent a cancellation letter. She wanted to know if I felt safe & if I lived alone. Told me I did not owe for the system as it was already paid for and that she was new & might lose her job. Advised I was sorry but in my 71 years I have never encountered anything like this. She called me back a few minutes later to tell me that I would have to pay $995.00 if I did not sign the new contract and advised she do what she had to do and I would do what I had to do. I had spoken with [redacted] on 10/28/2013 & she told me to cancel send a letter and copy of contract & was sorry I wanted to cancel & would call me back. On 10/29/2013 spoke with [redacted] & after pulling my records said I had to pay $995.00 to cancel and would call me back. No one has called back & on both occasion I requested to speak to a manager & never spoke to one as they kept insisting they could help. According to [redacted] the manager did not come in until 11:30 am that day.

Sincerely,

Review: In order to cancel my service per my agreement with your company, I have provided "proper written notice" on two occasions and have been in contact with [redacted] twice and yet, I received another bill. I am completely unsatisfied with your companys lack of response to my requests to have a smoke detector installed in my home. When your salesman was at our house, he promised that someone from your company would contact us to schedule a time to install the detector. After a few weeks and no call from your company, I called to request the installation and left a detailed voicemail message. A month or so later, I called again and left another detailed phone message. Neither call was ever returned. We no longer have any use for your services. Again, I have provided proper written notice in May 2013 and again on September 4, 2013. Please close my account and stop sending me bills.Desired Settlement: I have requested that my service be canceled twice by providing proper written notice in May 2013 and again on September 4, 2013. Please close my account and stop sending me bills.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This is an attempt by the company to obfuscate the truth. I tried arranging to have a tech install a smoke detector and motion sensor for months before finally giving up. This is a service contract, not a loan or anything with collateral. I should not be bound to a service that isn't being provided or to one that is being provided in such a poor manner. This company is the epitome of unprofessional. I was discussing this with one of their "customer service" people the other day and employees could be heard screaming at customers in the background. Given the company's Revdex.com rating, I can tell I am not the only one who is dissatisfied.

Furthermore, I am employed by a company that offers their own security system and I can get that provided without cost. There is no incentive to stay with this horrible, unresponsive company. I was with ADT for years and the difference between these two companies is night and day. I went with [redacted] because they were less expensive and promised stellar customer service. Once I'd signed up with them, however, it became apparent that all they were interested in is my money and not in providing a good service.

They did not make any efforts to address any of my concerns and didn't start contacting me until I'd filed a complaint. Now that I've filed a complaint, they've contacted me and I have returned their calls. That I wouldn't respond to them when I was trying to get my system updated is absurd and defies common sense. My desire to terminate their service stems from poor communication, unfulfilled service requests, and, quite honestly, lousy service in general.

This company will never see a dime of money from me; I only pay people who uphold their end of the agreement. I am contacting all credit agencies and disputing any claims that might be filed. All one needs to do is look at my credit rating and their business rating to determine who's being truthful here. This company is a snake oil operation, pure and simple, and I am not required to give my money to a company that provides an inferior service or no service at all. Had they stuck to their promises and their end of the agreement, my complaint against them would have been unnecessary. I do not have a history of reporting companies to the Revdex.com; this is my first and they are richly deserving of it.

Sincerely,

Business

Response:

Good afternoon,

Please be aware that Revdex.com complaint case# [redacted] has been resolved. The customer has been released from our agreement on 11/22/13. No further obligations are required.

Thank you.

Review: I had a home security system installed some time ago (2005) when the company name was [redacted]. The system worked fine up until June 4th this year. I phoned the service number and they tried to troubleshoot the system with no success. After several failed attempts to fix the system over the phone I was informed that they could not get a technician to come out to me to fix the system and they were having no success fixing it remotely. At that time, I stopped paying for the service, which was an auto withdrawal. I received a notice stating that I would still be required to pay for the service through 2019 per the contract I had signed. I received a copy of the contract, which states that I am responsible for service cost and repair. I have no problem with paying to have it fixed but, as previously stated, was told by the service hotline that they could not get a technician to come here. I have since had a new system installed by a nationally reputable company. I do not feel I should have to honor the payment portion of a contract when the company is not honoring their portion to provide service technicians. I am seeking reimbursement for the installation of the new alarm system, made necessary by THEIR refusal to repair their product, making it completely useless to me. I also want a complete void of the current contract. The payment portion of the contract is for monitoring only, and a broken system cannot be monitored! The [redacted] Attorney General has also become involved in this matter.Desired Settlement: I would like reimbursement for the month I was without home security, but still charged for service, reimbursement for the install of a new system due to their failure to provide service or repair, and a complete void of the current contract which they are refusing to honor but expect payment for. The month of June is $40.99. The cost of the new install is $129.00. The total I am requesting is $169.99 and a complete void of the contract.

Business

Response:

Spoke with [redacted], She was working on getting service and tech closed ticket in error and called [redacted]. I reviewed with her and gave her my contact information and told her I would have a customer service mgr call to resolve getting our system put back in at no cost to her and I would review all calls to see who was unpleasant to her.

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.