Safe Home Security, Inc.

Review: For five months, I had absolutely no service for my alarm. I called customer service numerous times for them to ask me to test the alarm, remove batteries and troubleshoot with them on the phone. Finally, I demanded someone come back out to my house to find out what the issue was. Once again, the main issue was due to a "contact" in my masterbathroom receiving too much moisture, therefore, giving a constant read that the system was not ready to alarm. Again, this was the second time that this had happened. The technician left and stated everything was fine and the system would work properly. Less thanh 30 minutes after he left, the system starting a continuous beeping noise. I called right away to report this in hopes the technician could come back. I was told by customer service they would call him and call me back.....I never heard anything. I called again the next morning stating what had happened. Was told another technician would need to come out to look at it (have missed three days of work at this point). This technician came out and stated we have the completely wrong keypad and it is not picking up communication with the system, thus the reason why it does not work. I was told he did not have the keypad, would order it and someone would call me the next day. Here we are two weeks later and I am having to make the calls to get this taken care of. I have called the CEO[redacted], and have not received any return calls from him. I have left a message for a manager named [redacted], who has not returned my call. I have spoken with managers [redacted] and [redacted] who have told me they cannot let me out of my contract even though they are not providing me with the service I am paying for. It has been five months and I pay approximately $48 per month for this service that I do not have. No one seems to be able to fix the problem and want me to keep taking time off soe they can send different technicians to look at it.Desired Settlement: Want out of the contract and money paid back for time I have not had the service.

Business

Response:

I called the home today and left a message, once we speak I will respond again.

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: 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: 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: 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: I originally had a contract with [redacted] Protecction and Safe home security continued with my contract and I called the company to cancel my contract because it expired this month and in November 2013 they fixed my alarm because it was without service and they gave me a paper to sign saying they came to my house and fixed my alarm and they never told me it was a new contract they only said it was a paper to show they went to my house and I called to cancel my contract and that is when they told me I had signed a new 5 year contract when I was never told it was a new contract and I kept in contact with a lady named [redacted] she is the one that I would always talk to and she is saying she explained I was going to sign a new contract and she never explained anything or mentioned anything about a new contract I asked to talk to the companys supervisor to let him know what was going on and he said his employee [redacted] told me about the new contract when that is not true they never in one way let me know about a new contract and a while back I had let them know I was going to be cancelling my contract as soon as it expired and I do not want to be in the contract I was never told aboutDesired Settlement: I would like to get out of the contract that I was never told about in the first place and I have not payed in 2 months because I do not want their services and they are threatning to send me to collection and I want your help please to get to a settlement and get out of the contract they never told me about they are no help and have been really rude all the times I have talked to them

Business

Response:

The customer needed a repair to his alarm in November. He was given the option to pay out of pocket for the repairs, or to add an Extended Warranty for $10.00 per month with a new agreement. The customer chose to add the extended warranty. This waived the cost of the repairs for the service call in November. At the time of the visit, the customer initialed the length of the contract term, and signed the agreement. The customer was then left a pink copy of the agreement to look over. In December, the customer was mailed a second copy of the agreement after it was processed in our office. On 12/2/13, he then paid his first month's of warranty to the service writer he was working with. The customer's agreement is currently set to expire 11/19/18. I have attached a copy of the customer's service ticket from that service call, along with the contract that they signed.

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: -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: 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: My account number is [redacted] On August 11, 2014, I spoke with [redacted] in the Customer Service Department to request that my account be closed, as my property had been sold. [redacted] told me to send in a copy of the Settlement Agreement, which emailed in on the same date.

Nevertheless, on August 25, 2014, I received an invoice along with a late fee and a finance charge!

I wrote to the company again on September 5, 2014, reminding them of my dealings with [redacted] and asking for my account to be closed.

Subsequently, I received a telephone call from someone in their collection department. I returned the call but was told the person was out and would call me back. I have never heard back from her.

Now, I have received an invoice dated September 25, 2014, tacking on another Late Fee and another Finance Charge.

Please help! I followed the instruction to close out the account by sending in the Settlement Agreement, but they keep sending me invoices with late fees and finance charges.!Desired Settlement: I want them to close out my account, stop billing me, and verify that the account is closed and I have a zero balance due.

Business

Response:

The client has a 90% clause in his contract. That is that if an account is closed for any reason prior to the end of the initial term, the customer may pay 90% of what is owed to term. The amount due is $178.08. Please contact [redacted] at ###-###-#### to settle the matter.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 1. There is no 90% clause in the contract I signed. The company cannot produce such a provision because it does not exist. 2. On August 11, 2014, I spoke with [redacted] in the company's customer service department for the purpose of closing the account since I had sold the home. [redacted] said to send him the Settlement Agreement for the sale, which I did, and the account would be closed. 3. Why would the company ask for the Settlement Agreement if they were not going to close the account at the time of sale?

Review: There are two different issues here.

First, I was told by one customer service agent that I would get a hardship waiver for two months, which was granted.

Second, Home Safe Security made an unauthorized transaction that resulted in an overdraft fee of $35. I requested a refund of this $35. A different person told me that I would not get the overdraft fee because I was granted the second month. My refund should not be forfeited in lieu of a second month of waiver ; it should be given in addition to the waiver.Desired Settlement: A refund of $35.00 for the overdraft fee that was caused by poor customer service on behalf of the company.

Business

Response:

The customers EFT was returned, causing SHS a $20.00 bank fee. Also, our understanding is the customer disputed the fee with the bank and was not charged.

Review: I had a security system installed 10 years ago by [redacted], a local company in [redacted]. Several years later, I received notice that Safe Home was not monitoring my home. The motion detectors in my home are set 10 feet up on the wall. I am a 64-year-old widow so replacing a battery requires a service call which costs $75.00. That's ridiculous to change a battery. IConsequently, I decided to change security companies to my local phone company where I could get a wireless system and spend less each month for the monitoring. I called Safe Home and asked to have my service discontinued and was told that I signed a 5-year contract in 2014. I sent an email and a FAX explaining why I wanted my service discontinued and was told I would have to buy out my contract. I have no recollection and no record of having signed this contract. I also think a 5-year contract is absurd.

I have also had several false alarms with this company that occurred for no apparent reason and have been fined by the local police.Desired Settlement: All I ask is that I be released from the contract and be allowed to cancel my Safe Home monitoring service.

Business

Response:

[redacted] has paid of her agreement, we will cancel the account today.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Safe Home Security refused to let me out of the 5-year contract on which four years remain. I did sign the contract in 2014 but only because I was completely mislead as to what it covered. I also think a 5-year contract is much longer than the industry standard.

Review: Safe Home security extended our contract without our permission. In fact they have forged my name on the contract.Desired Settlement: I want to be released from the fraudulent contract and all past due fees due to the false contract to be waived.

Business

Response:

We have reviewed this concern, and have decided we are going to hold our client to the latest agreement dated 1-15-15 through 1-15-18 at$ 33.99 per month.We have a recording dated 1-13-15, stating that our client approved us sending the renewal agreement to there home, and the renewal came back signed in the mail.However, If our client would like to send us copies of his license, and a copy of his wife's license, we will reopen, and review our current decision.

Consumer

Response:

Review: [redacted]I am rejecting this response because: The first time that I saw the contract was on September 3, 2015, when it was emailed to me. I asked to see it because I wasn't aware that it existed. Since I had not signed a new contract. The old contract did not expire until 2/20/15, and they claim I signed a new contract with them on 1/15/15 even before my old one expired. They either copied my signature from the old contract or just forged it.

As far as sending them a copy of mine and my wife's license, I don't see what that has to do with this whole thing. They just want us to provide even more information to them. I will not send them that information.Sincerely,[redacted]

Business

Response:

As I stated previously, with the recording giving us the approval to send out the renewal agreement, and it was sent back to us in the mail, we have no choice but to enforce the agreement.However, we would revisit the issue with copies of their licenses'.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I would like to know why you would consider revisiting the issue if I send a copy of the our driver license. What is the reason for this? We can go back and forth with me denying and you saying I signed the contract. It seems like we are going nowhere. I will continue to say that the first time I saw the contract was when it was sent to me by email on September 3rd, 2015. Sincerely,[redacted]

Review: im being harass by phone 7 days a week my contrack was for 3 years and I keep it for more then 3 years . I did not renew my contrack when they sent renewal from so they called me and I stated I was not renewing my contrack I will pay monthly and they said ok . the service was so bad it was hard to sleep at night with the alarm going off in the middle of the night so I got another company. and they want us to pay for more years of service. that I do not owe.

Business

Response:

This account entered into an agreement on June 16, 2010 for a period of 36 months. If a cancellation letter is not received at least 60 days prior June 16, 2013, the agreement renews for a 12 month period. A letter of cancellation was received on November 14, 2014 and the agreement is in rights to expire as of June 16, 2015. The amount due to fulfill the agreement and close the account is $369.90.

Review: Salesman provided false information regarding the product and service. Salesman failed to deliver product and service as originally agreed. Salesman failed to deliver product and service following alternation in original agreement. Salesman failed to adequately complete service as originally agreed upon. Salesman therefore caused customer's property high security risk to property and personal possessions. Salesman misled customer regarding cancellation of prior security company's contract. Salesman and technician operated without having proper license from township to conduct business in city. Transaction put customer's family in harms way by not properly connecting to city's fire, medical or police for assistance as needed. Attempted to contact salesman several times, to no avail. Salesman was to return with additional equipment (key fobs and monitor) as agreed. As of today (August 22, 2015) customer has been unsuccessful in reaching salesman. Customer had two accounts on two separate properties that were affected by this complaint.Desired Settlement: Complete cancellation of breached contract without any penalties, fines or repercussions on both contracts.

Business

Response:

The salesman has spoken with the customer and set an appointment for the addtional camera equipment to be installed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not made any such arrangement or agreement. Their statement is not true.

Sincerely,

Business

Response:

The customer was under contract with SHS, and went with another company. We will let the customer out of the contract, without penalty, as long as the equipment we installed is returned. Please contact the dealer to set up a time to pick up the equipment

Review: Alarm services with this company were started maybe 10 years ago. Payments were taken out of my checking account automatically. The contract was never renewed but the company says I am still under contract until 06/17/2016. I do not believe this is true. After stopping my automatic checkbook withdrawals, I wrote them a letter dated 9/14/15 stating that our contract for alarm service has expired and will not be renewed. Customer ID [redacted]. Stop all billing to my address.I received a letter from the alarm company 10/1/15 stating that my contract will expire 6/17/2016. Should I wish not to renew my contract, 60 days written notice is required prior to that time.Desired Settlement: This contract was never renewed by me after it was started. This company seems to automatically renew without authorization to do so. I desire the contract to be terminated immediately and for all past automatic payments to be returned.

Business

Response:

A letter of cancellation was received on 9-24-15 and the last two months of payments were disputed by the customer. Although technically two months are owed, we agreeing to cancel this account without penalty.

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: 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

Beware of this company for their unethical business practices. I got stuck with a 36mos. contract, ending this May 2015, which they told me I automatically renewed for another year.
My story started when two of their sales person knocked on my door claiming they were running a special promotion in my area for a limited time. That promotion included free equipment to those who participates in their marketing campaign, which was to place their company logo in front of the house.
After researching this supposedly exclusive promotion, I found most companies offer the equipment and signage (logo) for free. As a new home owner and their aggressive sales tactic, I fell for it. I called to cancel my service after seeing the 36th payment posted on my credit card. However, I was told a written notice must be received 60 days prior to the expiration date or else it automatically renew for 12 months.
How must I give 60 days notice, yet they don't give reminders. I called in November, December, and January to be proactive, but nothing happened at those times because of their delay strategy. Its too soon they said. I'll give you a better deal they said. Give it another month they said. Just call me directly to cancel they said. Then, time passed 60 days and no written letter they said.
Luckily, I did write an email in January, but I got the email address wrong. Hopefully, it's good enough. The person I spoke to at the cancellation number had no sympathy. Rather than handling account closures, he kept on pushing for a deal to make a sale. No respect!
Please help me cancel this contract. This contract should not be enforceable due to false claim (Promissory Estoppel).

I have had their service for three and half years. Could not get anyone to come and work on it. Went with another company and now safe home wants me to pay them 539.85 dollars. Do I need a lawyer to handle this?