Safe Home Security, Inc.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Business

Response:

Customer called in for service and did not get good customer service in a timely manner. The people involved have been handled and the service was completed and customer sent in a nice compliment letter for one our customer service reps , who was awarded a gift certificate. Any future questions or concerns can be sent to [redacted] at [redacted] ext [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The gentleman that helped me, [redacted], was a gem and Got it done. After months of being brushed aside and not dealt with, this is complete.

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

Business

Response:

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

Consumer

Response:

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

Sincerely,

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

Product_Or_Service: ALARM MONIOTING/MAINTENANCE

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

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

Business

Response:

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

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

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

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

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

Business

Response:

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

Consumer

Response:

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

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

Business

Response:

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

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

2- I want a written letter of apology.

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

Business

Response:

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

Consumer

Response:

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

Sincerely,

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

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

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

Business

Response:

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

Consumer

Response:

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

Sincerely,

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

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

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A representative and I have been playing phone tag. I am willing to work with them. Yes refunding my money is satisfactory to me because it was an error on the company behalf by one of their representatives. I should not have to pay for their mistakes. The case will be closed once I receive the refund.

Sincerely,

Consumer

Response:

Review: [redacted]

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

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

Business

Response:

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

Consumer

Response:

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

Business

Response:

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

Consumer

Response:

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

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

Product_Or_Service: 2003

Desired Settlement: DesiredSettlementID: Refund

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

Business

Response:

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

To: [redacted]

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

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

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

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

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

the customer can dispute the credit reporting on line.

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

Review: 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: My wife and I are completely dissatisfied with the product and quality of service provided by Safe Home Security, Inc. Within days of installing the alarm system, multiple censors fell to the ground. I promptly notified the company upon which Safe Home Security sent the same technician to re-secure the censors. This resulted in the censors falling to the ground as before. The negligence of Safe Home Security to properly install and re-install their alarm equipment has proven to be unprofessional, inconvenient and has left my family feeling unsafe and unsatisfied. On August 16, 2014 at 12:33 pm, I received a voicemail from Safe Home Security informing me that the police were dispatched to our home due to a [redacted] alarm going off. The reference number of the call is [redacted]. My wife and I rushed home after church only to notice that the laundry room censor had fallen to the ground again. We immediately called and requested cancellation of services. On September 15, 2014, I submitted a formal written request of cancellation of services which has been denied.I entered upon a signed agreement with Safe Home Security in good faith on July 22, 2014 with the full intentions of fulfilling my monthly obligation. The record will reflect that as of May 31, 2015, Safe Home Security has received each monthly payment up to this point. Unfortunately, Safe Home Security has not fulfilled their obligation of providing a properly functioning product to me the consumer. As expressed earlier, my family feels unsafe and unsatisfied. Please let the record reflect that we have been paying for a product that has not been used since August 16, 2014. We need to know the steps to finalize the cancellation process and return the Safe Home Security System Equipment.Desired Settlement: We desire to return the Safe Home Security alarm equipment and to have the contract canceled. We are willing to absorb the cost of what we have paid up to the present date of May 31, 2015. We are requesting that the contract be cancelled and to be released from the remaining cost of the contract.

Business

Response:

In September of 2014, the company offered 2 months of free service and to have a new technician come out to the home from over 50 miles outside his area. The customer declined. In October of 2014, the company offered 4 months of free service and a different technician to come out to the home from over 50 miles outside his area. The customer declined yet again. The company has attempted to be more than accomodating with refusal from the customer. The offer of 2 months of free service and a new technician to come to the house remains on the table.

Consumer

Response:

Review: 10647311

I am rejecting this response because:

Review: I send Safe Home security I letter to stop my house alarm service. I have been with this company more then 15 years and now they are telling me that I still have one year left on contract. I do not recall signing a contract recently. I have not use the service since February. They keep calling me at my work and harassing me. I want them to stop this contract and stop billing me for the service that I have not use. Account no [redacted].Desired Settlement: I want them to stop the contract and the billing and understand that I do not want to use there service.

Business

Response:

The customer signed a 60 month agreement in January of 2011, taking them through January 2016, so the back due payments are valid. I ([redacted], Co-Director of The Customer Care Dept.) have left a voicemail for the customer in order to reach a resolution in which they may have their system fixed, as well as waiving their current balance. I can be reached at [redacted] xt[redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Mr [redacted] said on his message to you that he was going to waive the charges and get a resolution. I just spoke to him and he wants me to pay for the charges from March to July. I did not know that he said he was going to waive this charges. He said to me that I have to pay for this charges and then cancel the account. so I have topay them 258.00 to clear this issued. Thank you,

Sincerely,

Business

Response:

In no certain terms, I, [redacted] (Co-Director of the Customer Care Department) stated to the customer that I would like to reach a resolution with the customer that would entail having their system fixed and relieve them of their current debt. This resolution was contingent on the customer signing a new agreement. The customer has gone with another security company. Although they are in the primary portion of their agreement, the company is willing cancel the customer's account, against their contractual obligations, as long as we receive the monies for services already rendered. The company feels this is more than fair.

Business

Response:

The remainder owed on the legally binding contract is over $415. The company is already cutting that nearly in half. Our last response stands. The customer may contact [redacted] at [redacted] ext [redacted] to continue the $25 a week payment the customer has already agreed to.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

This people are crazy. They are saying Binding on contract for 6 month left is over 415.00. Imagine 2 or 3 years.

I did spoke to Mr. [redacted] to try to reach agreement and he told me that I need to pay the 6 month of service that I have

not use 258.00. I am so upset about this hole situation that I ment to say 25.00 a Month not a week. Also I am not going to call [redacted].

and anyone in the office. I will send them the payment of 25.00 Month Starting in mid June.

Thank you,

Sincerely,[redacted]