Safe Home Security, Inc.

Review: I signed up for an alarm system with Safe Home in 2011. By August I had requested they discontinue the service and release me from my contract. Safe Home insisted that because I signed a 3 year agreement that I had to pay the bill for the entire 3 years. I paid the bill for three (3) years and now Safe Home is billing me $245.44 for the new year 2014. I have spoken with several agents that advised my that my letter dated 8/29/11 requesting that I cancel the service is in my file. I have called and I am unable to receive any help the employees see my letter but they all say they are not able to do anything about it because I am in collections. I told them I will not pay Safe Home another dime. Please let everyone know that this company is a loser and should be banned from doing business.Desired Settlement: Have Safe Home release me from my contract and don't send me anymore correspondence of any kind. If the payment I sent on November 26, 2013 for 122.63 is for the upcoming year send me my money back. They shouldn't be allowed to deal with decent human beings because they are deceitful and rude.

Business

Response:

The customer is under contract through 2014. They have been with us since 2008 so as a courtesy we will cancel. Please allow 30 days for the process to complete and ignore any correspondence or invoices prior.

Business

Response:

I apologize the contract was signed December 23, 2010 for 3 years. The payment that cleared on 12/3 was for September, October and Novemebr 2013 and was owed. The account is being cancelled and neither party will have any further obligation to the other.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am not able to prove that I have been paying the contract longer than was agreed upon and it is apparent that Safe Home Security will say whatever benefits them at the time. If this is the year the contract was to end they are absolutely doing nothing except what they should be doing. If this contract was started in 2008 as they stated in the first response, this contract should have been cancelled in 2011 with my original request on 8-29-2011. Please make sure that it is placed on record that I was totally displeased with Safe Home Security and I find there methods underhanded and the company totally useless. If there is a place to post displeasure, please make certain that mine is posted. Who ever owns Safe Home Security should be put completely out of business.

Sincerely,

Review: Security System installed worked Wonderfully thru September of 2013 I Had Sold my Home in [redacted] and Moved to [redacted], I Called the Security Company to Uninstall the System in order to move ! [redacted] the Rep for Safe Home Said they Did not Provide those services to Take MY System Down Myself and They Would Put My Account on a Temporary Hold to get Moved and Settled then Call to Have the System Reinstalled !!!! Fine Ads It Turned Out My Home Sale Fell thru So I Was Able to Make Arrangements to Move Back into my Home Around December 27th 2013 Completing the Move Early/Mid January and Called Safe Home Security Speaking with Customer Service About Re~Installing and They Would Get Back to me. Twice to Re~Install My System and Then I Called again the First week of February and Again No Return Calls !!! UNTILL Midway Thru February I Get a Call That I Owe $800 for 5 months of No Service Witch was Only $50.00 per Month = ($300.00)Max Back Payments PLUS $100.oo Installation and a New 6 Year Contract with My OLD System ??? I Offered to Pay $300.00 for the 5 Months Back and Re~Install the System Butt No Go !!! Now they Want $1700.00 ??? Besides (Never Getting Any Returned Calls) From This Company I Wounder About the Safety of My Home With there System Now....Desired Settlement: This Contract in My Opinion is Voided from this Point on By There Non Compliance to the Customer as to Customer Satisfaction from Customer Services and Lack of Communication and Oversight to Billing When I just Want to Make things Right and Continue Services BUTT as of Now $300.00 For the No Service and Go Away is a DEAL !!! I Will Even Return the Working System in it`s Original Box ...

Business

Response:

Mr [redacted]:

SHS will re-install your system by the end of March, with the settlement of $350.00, which will be inclusive of the back balance and reinstallation of the security system. We apologize for any inconvenience, miscommunication or misunderstanding.

Consumer

Response:

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

in Addition I would Also Like SHS to Rescind the Derogatory Credit Reporting they Have Filed Before Months End as Well !!!

Thank you and Sincerely [redacted]

Review: Facts pertaining to the contract and service were misrepresented. I was told that this company was a subsidiary of my present security company ([redacted]) and that since my contract had expired that I could receive the service for $11.00 cheaper a month. On 12/11/2014, I gave permission to Safe Home Security, INC to come to my home and to do a maintenace check of the equipment before signing a new contract. The technician came and reprogrammed my [redacted] equipment and . I asked again, for clarification, if this company represented [redacted] (since the contract had a different name) and the technician said, "Yes." I had also said to the representative on the initial phone conversation, that I would prefer a 36 month contract to a 60 month contract and she said that te contract would be for 36 months. The next day (12/12/2014), I looked at my contract and realized that the contract was for 60 months. I called Safe Home Security (on 12/12/2014) and talked to a representative about the term of the contract and and I spoke about [redacted] and she said that Safe Home Security was not a subsidiary of [redacted]. I felt deceived and told her that I wanted to take advantage of the three day cancellation period and she told me to fax a letter to them telling that I wanted to cancel the contract and why. I did as she told me to do and just for backup, I sent a copy of the fax by certified mail on the same day (12/12/2014. In my faxed letter, I asked to have my $29.99 (check) first check returned and that my personal information such as my SSN number be discarded. To date, two payments have been taken out of my checking account. I have called at least 5 times asking for a return of my money and personal information as well as the cancellation of the contract with no success. I was given a phone number of a person who is supposedly the only one who can handle the situation and all I get is a voice mail.Desired Settlement: I would like a refund of all money taken from my checking account, a return or eradication of my personal information from their records, and the cancellation of the contract.

Business

Response:

THE ACCOUNT HAS BEEN CANCELED, PER THE CUSTOMER REQUEST. A REFUND IN THE AMOUNT OF $29.99 WILL BE ISSUED

Consumer

Response:

Review: [redacted]I am rejecting this response because: The amount of the refund should be $59.98 due to the fact that a $29.99 check was cashed and another $29.99 was automatically withdrawn from my checking account on Jan. 5, 2015. I would also like a refund of the $25.00 fee that I had to pay to keep Safe Home Security, Inc. from automatically withdrawing any more from my checking account.Sincerely,[redacted]

Business

Response:

Can you strike the response to rebuttal on complaint [redacted]. She is correct she’s due another 29.99. I will respond in kind

Safe Home Security

[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. Sincerely, [redacted]

Review: I have made several attempts to cancel my account to no avail. The Company changed their services and their system does not work without a landline. I do not have a landline and do not want or need one. I told them I wanted my service canceled and they told me I have to be their in person to cancel service. My service currently does not work and I have been paying for a useless service. Now I am currently in the process of moving and need service canceled. I have spoken to customer service over the phone and have received different information every time. I have written a letter like they requested stating I am selling my house and moving and need to cancel my account. I have also sent an email stating the same. The service was still not canceled. I asked to speak with supervisor several times and was told no. I asked for the persons name I was speaking with and they refused to give me their name. I finally spoke to someone named sunny who told me the customer service persons name was [redacted] and she was wrong he apologized and said he would close my account and to call him back if I had anymore issues. They never stopped my service. I called back to speak with him and was told by [redacted] that Sunny does not work there anymore. Again I told here I would like to cancel by account and was told ok. A few days later I received a letter stating my account would not be closed and I would have to keep my service until 2017.Desired Settlement: I would like my service canceled immediately with no further billing as I am moving out.

Business

Response:

The company has agreed to close this account 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: We had to move from [redacted] to [redacted]. We purchased a house in [redacted] and lived in that house approx 4 months before I was transferred. We purchased the house with the equipment already installed in the house for Safe Home Security. A deal that was made through the builder and Safe Home not us ( The purchasers of the home). After we moved out of the home and purchased a new home in [redacted] we contacted Safe Home Security and advised them that we would like to get there security system transferred to our new house. They agreed and after setting up approx 5 seperate appointments the tech that was supposed to come did not show either time. I personally talked to the tech and he said he was unable to because he was stretched to thin because his area went to Pensicola Beach [redacted] and he was the only tech. We paid on our contract for 1 and a half years with no service at all. We contacted Safe Home Security and advised them we have no issue with paying what we owe , however they are under contract to provide a service that to no fault of ours they were not fullfilling. They would call us and tell us we owed the money because we were under contract. We told them we will pay when there end of the contract was fullfilled. They never did.Desired Settlement: I paid the entire amount that was due. I tried to get this company to do the right thing and they did not. I want my credit restored as Safe Home Security is the only negative I have. Safe Home Security was not interested in customer service or providing a service they were under agreement to fulfill. I have a name of a employee that I spoke with over 20 times for a resolution. If needed, I will ask that employee to speak on my behalf under oath if needed.

Business

Response:

A credit repair has been requested. Please allow 30 days for it to be reflected on the credit report. We apoligize for any inconvenience or misunderstading

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. However, I would like to state for the record that I tried to resolve this issue with this company before having to take this action. I am hesitant to say I accept there word that this will be taken off my credit until it is actually removed. Safe Home Security has jeapordized there integrity with me and do not feel as though I can take there " word " it will be removed until it is actually is removed. If by Safe Home Security response to me through the Better Buisness Bureau is a guarentee that they are obgligated to remove there negative information on my credit scores I accept there response.

Review: My account was due to be canceled in May 2015. I submitted the proper information via certified mail and when I called Safe Home to follow up with the cancelation, they claimed they did not receive any notice. I had the proof handy and when I submitted proof, they sent me to the cancelation department. I then had to speak with Jamie P[redacted], a Sr. Account Manager. He reassured me that he would take care of everything for me including the previous balance that I was billed for as my account should have been closed. Jamie also offered me five months free of service to renew the contract and lowered my rate to $30 monthly. Over the course of time I received a statement stating that I owed a balance. I had to call in to get it taken care of and that took months after having to prove once again that the credits were offered. They finally agreed to credit the account. I then requested to cancel the account as my husband was being unexpectedly getting deployed. I sent in the PCS proof via certified mail, and I also faxed it over and still, they claimed to never have received anything. I had numerous emails with Jamie P[redacted] regarding canceling my service and he refused to do so and said they did not have the proper information. I was so exhausted of dealing with the hassle I just agreed to pay whatever I owed. I asked SEVERAL times via email for an invoice stating how much I owed. I never received anything. Months later (10/25/15) I received an invoice for $353.96 stating I had a past due amount. I immediately called in, requested to speak to someone and was told I could only speak to Jamie, no one else at the company could help me with this. That has been the answer for months! Jamie is always busy and makes promises to resolve issues that he does not keep. I requested a manager, they refuse to send me to one and only transfer me over to his voicemail. I spend hours on the phone trying to get through. I now found out that they sent the account to collections because of this balance that was supposed to be paid and it is now affecting our credit! I am furious that no one at the company will help and I cannot get through to anyone. I have noticed that the renewal process was very fast, the return time was fabulous, but the cancelation and crediting invoices process is prolonged and they do not care to take care of anything. I have numerous emails confirming everything I have listed, I have spoken to several different agents at that business, I have left messages for Jamie and his supervisor Justin and still have yet to get this taken care of. At this point I wish I could just get this account canceled as I am afraid to ever deal with them in the future. There has to be some type of justification to the way they have treated us. Meanwhile until I can get this taken care of, my account sits in collections and I still have no idea how much I really owe, and I don't have unplanned bill money sitting around where I can afford to pay at the last minute. Please help!Desired Settlement: I wish to get this all corrected and the company own up to all of its mistakes. The customer service with Safe Home has been terrible since day 1. I would like the balance to be handled accordingly and upper management to review what we have went through. I wish I could just cancel the account because I am so afraid to ever deal with them with any issues.

Business

Response:

The current amount due is $122.97. This will have the account paid up to February 15, 2016. The difference of the previously billed amount has been credited.

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.

Thank you Revdex.com for helping me with this issue because they have terrible customer service!

Sincerely,

Review: We moved from our residence back on 7/18/2015, notified them via phone call to their representative on 6-14/2015. We were told by rep. no issue he would cancel the service and that they could not provide service in [redacted] where we moved to. In September, they attempted to card my husbands credit card for a month. We disputed this bill immediately, and received another bill for many more months in the mail. They are expecting payment, but have not provided any service since July. All attempts to reason with them have just become a shuffle between us and different employees. While they have our new address they continue to send mail to our old address creating a 2 week lag on responses. We sent them a registered letter explaining dates and discussions. The response was to send a letter to our old address and inform us they are reporting.

Below is copy of letter sent to them:

Safe Home Security Inc. Date: 13 November 2015

[redacted]

Good morning,

I am writing to restate the conversations concerning our security system at [redacted] and the erroneous charges in dispute. Which includes your billing dated 10/25/2015.

The system belonged to us (homeowner) from a previous contract with [redacted] from year 2006, Safe Home Security Inc. (company) only provided alarm services and has no investment in any of the equipment. Basically, your company was only providing the monthly service on an existing system.

I called your company back on 6-14-2015 and talked to David M.. He was told we were moving due to a job transfer . Mr M. stated “the company would deactivate immediately and will not charge any deactivation fee or monthly charges.” Additionally, when I told him we were moving to [redacted] he stated “your company does not provide service in [redacted].” At this time I was under the impression the issue was solved, since you were notified and your representative had deactivated the system and waived the deactivation fee of the alleged contract per his statement on the phone and that you do not provide service in [redacted].

When my credit card bill came in September 2015 to our new address [redacted], there was an erroneous charge for services not provided. I blocked payment since this bill is in dispute and no services were or are being provided. Since the bill was erroneous in the first place any cost to you is your fault.

On 9/15/2015 @ 2:30 pm my wife called J. and asked for a Supervisor . J. transferred my wife to the Supervisor named K.. K. stated “We would have to talk to Dave M. since we signed-up through him.” Called Dave M. on 9/16/2015 @ 10:53 am and left message. Called again on 9/17/2015 @ 1:02 pm and @ 5:46 pm and left messages. At 6:05pm on 9/17/2015

Dave M. returned my wife’s call and stated: "he needs to speak to his manager first about taking off the charges and would call her back in 10 minutes.” He never called back and we were sent a bill to our old address again for services and charges that are in dispute (for services not provided). I have attempted to contact Dave M. on the following occasions and left messages: 10/3/2015 @ 8:30 am, 10/22/2015 @ 2 pm, and 11/7/2015 @ 11 am. On 11/10/2015 @ 11:30 transferred to your “cancellation Department (Justin L.) and left message, on 11/10/2015 @ 5:10 pm Justine was on the phone per L. and I left message concerning our cancellation of service.

“To Date” no one from your company has called back or attempted to respond including Dave M.. Safe Home Security Inc. expectation of payment without providing any services and continued failure to honor David M.’s decision back on 6/24/15 cancelled and voided any perceived contract that is being claimed by you.

This issue has been going for 4 months. Please provide someone from your company who can make decisions and take care of your billings for services not received immediately.

Thank you and Best Regards,

[redacted]

Ph ###-###-####

E-mail: [redacted]Desired Settlement: To remove all charges for time when Safe Home Security was not providing services period from 7/18/2015 to present. Correct reporting to Credit Bureau, and written statement of cancellation/termination of any perceived contract due to non-performance on the part of Safe Home Security Inc. to meet contract (provide services in [redacted] at [redacted].

Business

Response:

The customer has a 60 month agreement which they have fulfilled 39 months on. We do not claim to provide service anywhere and the fact that we do not offer service in [redacted] does not preclude the contract terms or debt owed. Moving does not alleviate the contract term so the customer owes us 90% to term which is the equivalent of 54 months minus the 39 paid = 15 months owed x $35.99 = $539.85 to close and settle the contract.

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.

However, I will require them to correct any reporting made to any credit bureau, and once they have been paid send a written statement via e-mail to me that the contract is terminated and that I have no other obligation to them or any of their affiliate companies. If these additional terms are acceptable let me know to whom and where I send the money.

Review: the shs alarm system went out end of april. 3 fuses popped and the electric wire sizzled.. the system was wired into those 3 fuses in 2005 I think 10 yrs old. Well I had a guy replace the three electric wires replace the fuses..

.the tech said it was a bad install, my electrical guy was there to to hear what he said. The SHS tech said they burnt the wires back not shaved them and the wires were and an inch to an inch and a half of wire was showing hanging out of the fuse. He refused to remove it wouldn't even touch it Had to pay elec. guy to remove it. Havent had service since last april 2015 they are still billing me and even renewed me after I had been out of service for 6 months in oct 2015...The tech said they would not reinstall intill I up graded the whole box to breakers!!!!! They said the have the right to bill me because I haven't spent thousands of dollars to upgrade my electrical..they cant MAKE me spend thousands of dollars. I live on disability I am 62 and have had a stroke.

I believe if they refuse to reinstall the have broken the contract. they are refusing me a service but still charging me for it My electrical system is working just fine.Desired Settlement: no credit collections

don't fell I should pay them for a service they refuse to provide which is up to 444.55

want no billing as of may 2015

Business

Response:

WE HAVE COME TO AN AGREEMENT WITH THE CUSTOMER THAT IS SATISFYING TO BOTH PARTIES.

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: We are currently in a 60 month contract with Safe Home Security (acct# [redacted]). This contract also includes a parts and labor warranty to maintain the equipment. On June 1, 2015 we were scheduled for a service call (Service Ticket # [redacted]) after learning in late May that the signal from our residence was not reaching Safe Home Security’s monitoring station. When the service tech did not show up, we contacted the customer service department to find out why. At that time we were informed that the service tech for our area had quit and they were in the process of hiring a replacement.

As of today’s date 2/1/16 they still have not been able to hire a replacement and as a result we are still without monitoring service. During the interim period we contacted their customer service department on a regular basis for updates on the status of the open service ticket (log available). Each time the answer was the same: ”we are still looking to hire a service tech”. Up until recently they had not charged us because we were without monitoring protection. This changed on 1/25/16 when we received a bill for 3 months service even though the system has still not been repaired.Desired Settlement: February 1, 2016 marks the eighth month since this issue was brought to their attention. Even though we signed a five year contract with their organization which concludes in September 2019, it appears that they are no longer in a position to fulfill their part of the contract by providing monitoring service. So with no apparent date for resolution, we are forced to demand a cancellation of this contract without any further financial obligation or negative credit impact so that we can find a service provider with tech support in our area.

Business

Response:

[redacted]:

Everything you stated in your complaint is true. Our technician did quit and it has been an issue in finding a new technician in your area. The good news is that we have found a new technician that is in your area and will be able to service your alarm system. I will call you after you respond to me allowing SHS to continue to service your system. I will make it my business to have the technician accommodate you at your convenience. Please let me know what day and time you are available and I will try my best to solidify that date.

I look forward to your response. SHS will credit your account the 3 months you were billed for as your system was not working.

Respectfully,

Todd S[redacted]

Dispatch Manager

Safe Home Security [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.

Review: My mother received the security system as a promotional deal that stated she only had to pay for the monthly service. Shortly after it was installed, the system stopped working. That was in July of 2012. this is now almost November 2013, approximately 16 months without service. My mother has called several times to get it fixed, and was told every time that they will call a tech in to fix it and they will call her back. She stopped paying for the service that she is not receiving, and the only time the company calls her back is to request payment for the service (which she is not getting). We would like to either have the system fixed an working or canceled and reimbursed any money that she paid starting in July 2012, when the service stoppedDesired Settlement: Either replace the system with a working system or refund money paid for non-service

Business

Response:

We have reviewed the account and the customer has niot called here regarding the system issues or requesting service. She may have called the dealer who installed the system. I will follow up with the them and have someone contact the customer to set an appointment to have a technician come out. If its determined the system has been inoperable, we will be happy to extend credit for the down time.

Review: I had this alarm since April 2009. It was almost always broken and some way. I paid the extra service fee for maintainence only to discover I still had to pay for the parts to be replace. So I moved from my home in February 2013 at which time I contact the company to cancel. I was told I missed my anniversary date and I couldn't cancel. My anniversary date was in April, so I was lied to. Needless to say they continued to bill me for an alarm system I was not using or anyone else b/c it was removed from the house. I have been contacting Karen Christiansen, which she told me she could not close the account until the balance of $806.00 was paid. Once again I am attempt to cancel and this company will not let you cancel services at all! Very shady practices.Desired Settlement: I would like the account closed and I would like the remaining balance cleared since I have not not lived at that address and attempted to cancel this service several times. Even this time when I tried to cancel I was told I could not cancel. I would like this taken off my credit report.

Business

Response:

Customer signed a 5 year agreement in 2009. If someone terminates early for any reason including a move a 90% buyout to term is owed. This amount currently is $806.08. The customer has 2 options, they may call us to have the system moved if we can accommodate or pay the buyout. The contract is attached.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This business practice is very shady they have many complaints with billing issues. I will never refer anyone to this company, in fact I will start a petition to stay far away from this company. I will not pay one cent for an alarm system I have not used in over a year!!!

Sincerely,

Review: I started my contract with this company in November of 2011 an relocated. I did call with an issue about the battery and servicing the unit but that did not lead to my cancellation. In my new residence there was an existing alarm service provider so I faxed a cancellation request that was received at fax# ###-###-#### on 4/28. I called the following day to pay the remainder of my contract balance of 205.40 through and employee named [redacted] which was take from account on 5/1. Today 5/2 I get a call from my family member that the alarm company has dispatched the police to my previous residence [redacted] even though the service should be cancelled. The city of [redacted] charges $75 for a false alarm response. I called to cancel the false alarm with the understanding that I was paid in full and my services were cancelled. I had a conversation with a resolution manager named [redacted] who was rude and unable to assist with anything. He was making assumptions on my account status before even reading account notes and took our conversation to place that had nothing to do with my issue. I do not want service with this company especially after having to speak to three separate people [redacted], and John and the account has still to be cancelled. I did my part and paid of the remainder of my contract balance. There is no reason for this account to continue to be active and I should not have to fight to with customer service staff to cancel my account. There are people who fail to pay balances that the staff should be spending their time dealing with, not wasting the time of loyal people who will now never use this service again because the company processes are holding customers hostage. I will tell everyone I know to use a company with more competent process and never sign up with Safe Home Security. I want this account cancelled and I never want to interact with this company again. It is ridiculous to have to call multiple times for a paid cancellation.Desired Settlement: I want this account cancelled immediately!

Business

Response:

THE CCOUNBT WAS CANCALLED ON APRIL 30TH WHEN THE CHECK WAS POSTED TO THE ACCOUNT AND BEFORE THE Revdex.com COMPLAINT WAS MADE AND/OR RECEIVED. WE CANT SPEAK TO WHY THE ALARM SOUNDED. iT HAD NOTHING TO DO WITH US

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I spoke to [redacted] on May 2nd and was told he would cancel the account in 72 hours. The response you provided is terrible and seems just as unresearched as the customer service people you have answering the phone. This company has some of the worse customer service I have ever seen. I am going to put my review of this company on my blog, my twitter, my instagram, and Facebook and make sure that Americans spread the word and save themselves the headache of feeling unsafe by buying this service. Thank you for nothing. Your resolution team is equally as incompetent as your staff answering the phone. I will call today to verify this account has been terminated, if not you will hear from me again. You should be ashamed of the way you treat people, especially ones that pay you. If you continue like this you won't be in business long.

Sincerely,

Business

Response:

The customers request was the account be canceled. The account was placed in cancellation status on May 2. I contacted Ms. [redacted] today, assurred her the account was indeed canceled. I apologize for any misunderstanding or inconvenience.

Review: I switch my home security from [redacted] to Safe Home Security Inc.,(SHS) on January 26, 2014, the Representative (to switch the service)that came ask me what phone carrier do I have, I did mention to him it was [redacted], at the time, no mention was given that SHS Inc., was not compatible with [redacted]. Over the last six months, I had no idea that my home was unsecured. Just by accident I came across the situation, that my home was not secured. Over the last two week, I spoke with different customer service representative ([redacted] (twice), they all said the same thing, we will get back in touch with you the next day, no one does. June 30, 2014, I spoke with the manager ([redacted]), I give him the entire rundown of what has happen. I will like to have this situation solved ASAP. This is making it difficult for me to take my vacation, since I am not comfortable leaving my home unsecure which I am paying for every month.I would appreciate immediate results from SHS in fixing the problem (ASAP) and reimburse me for the January 2014 to June 2014 payment that have already been made for service which was never render. I am very worried, as days go by my home still remains unsecured. [redacted]Telephone: ###-###-####(daytime)###-###-####(evening)Desired Settlement: I am requesting reimbursement for the January 2014 to June 2014 payment that have already been made for service which was never render.

Business

Response:

Client has [redacted] phone services which isn't a phone package that will work with the alarm system. Our alarm system has an indicator to advise the client when there is something wrong with the alarm system. Also we ask our clients to test their alarm system once a month. To meet the client half way we offered to install a cell unit at no cost and just have the client resign for 10.00 more to use the cell services. Client declined the offer.

Consumer

Response:

I received your response to (ID [redacted]) but was unable to give further information because of a serious family medical emergency which took me out of the country. If possible I will like to provide Revdex.com with a written rebuttal to the complaint mention below.As stated in my complaint below, I did mention to [redacted] (technician) that I have [redacted] provider (in fact I can show bank statement with the monthly automatic withdrawal made by [redacted] each month). At no time did [redacted] mention he would be unable to make security connection. The purpose for switching my service from [redacted] to Safe Home Security (SHS)was for a better deal than the one I was getting with [redacted] ($40.85). At no time from January 26, 2014 to June 30, 2014, being without service was I and my husband contacted and told [redacted] phone package do not work with SHS alarm system. I am looking to cutback adding $10.00 to $38.15 make no sense. I switch my home security from [redacted] to Safe Home Security Inc.,(SHS) on January 26, 2014, the Representative (to switch the service)that came ask me what phone carrier do I have, I did mention to him it was [redacted], at the time, no mention was given that SHS Inc., was not compatible with [redacted]. Over the last six months, I had no idea that my home was unsecured. Just by accident I came across the situation, that my home was not secured. Over the last two week, I spoke with different customer service representative ([redacted] (twice), they all said the same thing, we will get back in touch with you the next day, no one does. June 30, 2014, I spoke with the manager ([redacted], I give him the entire rundown of what has happen. I will like to have this situation solved ASAP. This is making it difficult for me to take my vacation, since I am not comfortable leaving my home unsecure which I am paying for every month. I would appreciate immediate results from SHS in fixing the problem (ASAP) and reimburse me for the January 2014 to June 2014 payment that has already been made for service.

Review: We have sold our business. New owner interested in continuing Safe Home Security services. WHen I called 800 number, I was told to pay off rest of my term that is 18 more months. That is not fair.Desired Settlement: Have new owner sign the contract for the whatever time left on my contract.

Business

Response:

This was an agreement between two businesses. Although you may feel it is not fair, it is your obligation and responsibility to fulfill your agreement. Our agreements are non-transferable and the amount due to close the account is $725.04.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: You have checked the credit report for the new business owner and not only that they are willing to make the monthly payments.

Sincerely,

Business

Response:

Correct. Signing the new owner up for our service does not negate your obligation to your agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We have sold other locations and have other security service provider. They have transferred the contract to the new owner. Why not this location? New owner has provided all the information requested and you have checked their credit. Our franchisor has approved them for our location. New owner is willing to continue making all the payments. So, please consider to transfer the agreement to the new owner.

Sincerely,

Business

Response:

Each guarantor is responsible for their business arrangement at any location. Safe Home Security and [redacted] have an agreement for 36 payments totaling $1450.08. To this day, [redacted] has paid $805.60 and Safe Home Security is pursuing the remainder of the contract. A payment in the amount of $644.48 will be necessary to close the account.

Review: In 2010 I was contacted by this company they had said that my wife and had won a free alarm system so we said great so anyways they put it in said we had to sign a 32 two month contract and we did that was in october 2010 so meanwhile we had it for about two years than we got our home phone disconnected and went to cell phone so the alarm system did not work any more so we call safe home Security told them about it they said we will fix it so we said ok so they call to send out thec. we had something to com up that day was not able to have them come in we told theme we have to reschedule thay never did so meanwhile my wife and I continued to pay the bill of 39.99 a month so we did not have put our crediet so when the 32 month where up we stopped payment now they are sending me a bill for $192 dollers for the rest of this year ive called and talk to they resolution department and told them all of this and that we not interested in continuing the service and now they refuse to cancel the debt for $192 dollers unless I resign a new contract and continue the service my reply is why should I continue pay for a service that is not being provided when my contract ended in october 2013Desired Settlement: we would just like to have the curent debt removed thats all we want

Business

Response:

Safe Home Security would like to offer [redacted] a cellular backup unit at no cost ($199 savings) to assist with the monitoring. In addition, [redacted] rate will currently remain the same as opposed to increasing with the cellular backup addition ($15/mo savings).

Review: A salesman called me several times to get me to switch my service from [redacted]. He discussed lower prices than [redacted] but failed to mention a 5 year contract. The service guy came out to my house on a Saturday to switch the service over and again, never mentioned a 5 year contract. Once he was finished, he had me sign paperwork to indicate the work was finished. I filed the papers away and didn't think about it until I sold my house. When I called Safe Home, they informed me I was required to pay 90% of the remaining contract. Now, my house is sold and I am being forced to pay $1500 for services I don't have.Desired Settlement: I would like to be released from this contract without paying for services I don't have.

Business

Response:

Safe Home Security is willing to assist [redacted] with this situation. [redacted] may send in closing documentation showing the sale of her home to begin the cancellation process. The paperwork may be emailed to j[redacted].

Review: I became a customer of Safe Home Security in 2007 when I won a system. I'm not sure the length of my original contract but I know that at one point my expiration date was 8/21/14. At some point in approximately 2010 my system, which is based off a cell back up because I do not have a home phone, needed it's battery replacing. There is no way for the system to function without this replacement and beeps constantly until that function is deactivated. I ordered the service call and the tech who came suggested some additional glass breaks be installed. I liked the added security feature and agreed. Upon installation I signed the service paperwork and thought nothing more of it.Since then I have married and my husband and I who work opposite schedules just about never need to use the alarm because someone is always home. The glass breaks that were installed don't work due to the dog who's bark has on at least one occasion set them off so they were a waste of time. In an attempt to try to downsize our monthly expenses I asked to terminate the service and was told that my contract would not end until 08/2015 as upon the new items being installed it had been renewed. I was NEVER told about a renewal and would not have had the items installed.I cannot cancel without paying out and I am obligated to remember to send a letter in approximately July of 2015 as they will not take an advanced notice of cancellation. To add insult to injury my auto pay credit card expired and when I called to change the expiration date they could not process it because payment was already requested. They insist that I let the payment fail and then wait for a letter to tell me it failed before having 72 hours to call and get the date updated and the payment re-run. Are these folks seriously going to let a payment fail instead of cancelling it and resubmitting it now with the correct info?Overall they have ridiculous policies and I feel duped into continuing to pay $50 a month for years for a service I don't useDesired Settlement: I want out of the contract immediately without further cost to myself! I don't want any other money or services just immediate cancellation.I've asked several times and have basically received a blanket no. I've been paying since 2007 and do not wish to continue to use a company who cannot process a simple date change on a credit card or who lies through omission to clients about extending their contract. I feel violated and that I have paid through the nose for a service I don't use.

Business

Response:

Safe Home Security has agreed to cancel the account per the customer's request without penalty.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This issue is not resolved as I was charged again on 10/5/14. How do I reopen the issue.

Regards

Business

Response:

It may take up to 30 days for any account to go through the closing process. The account has since been closed, and we are issuing a one month refund check to the customer.

Review: Company does not honor government military relocation orders as a reason for close of the contract. Military families have to move quite often. I provided a valid copy of military PCS (change of station) orders and sent email as instructed in advance for 60 day cancellation notice and I received email and phone call from company who's position is that PCS orders are not enough reason. Rude acct rep (claiming to be executive manager) argued with me, stating that since our CT home has not sold they refuse to let us out of the contract until the home is sold. Our home has been on the market since May of 2014. We stayed as long as we could in ** but [redacted] housing offered our house and if we don't take the house they offered we will go on the waiting list again. Now I have to pay for 2 homes- mortgage and rent and I need to secure the home that I am LIVING in. After I was refused cancellation, looking for a compromise I asked if the service could be transferred to our new home, reply was no. The rep then stated that if my active duty husband were going to deployment there would be option. then I told her he was already deployed and has been since August ...then she added well, if a deployed to a combat zone. Well, if military individuals are deployed they aren't going to a 4 star spa- they are going to an area of interest. (unable to divulge location as I am not even privy to the secret location where my husband has been deployed other than west pacific sector for 6 months. With each situation she mentioned regarding active duty, station change, activity, etc we met each of them yet this telephone agent who claimed to be an executive manager STILL would not release us from the contract. Then, to make matters worse, they sent a past due notice statement in the mail which is invalid because my thoughtful husband put that on autopayment a year or so ago. We have fulfilled almost 3 years of the 5 year contract without a failed payment. Bottom line, this very rude rep first verbally admitted that there were options for military familes but each time I met her requirement she just added on another one.Then had the boldness to say after I asked why she keeps adding scenarios as I meet them, "(paraphrased)-well if I just let everyone out of contracts I would be out of business-" I have 4 small children and a husband that is deployed to an active sensitive area. I have to move with my children before our house sells so that 1. I won't be homeless with 4 children while we are stuck on a wait list for housing as houses for large families only come around once or twice a year. 2. Our perm. duty station is over 3,000 miles away and NOT on the US continent and that is where my husband will HAVE to go once his deployment is over. not moving separates our family- Family strength is a bedrock foundation with military- we are what keeps our sailors strong. 3. I am unable to work much when my husband is deployed because we have 4 children. I need to be able to secure my home but with moving and being reduced to one income and being forced to stay in this contract I will not be able to afford securing my new residence where I will be living alone with my 4 children and my personal effects. We won't be able to afford monitoring for fire, theft, etc because I can't afford both premiums. Military families have to struggle enough as it is with reduced sense of security because of missing parents/spouses.Desired Settlement: Since we have

1. Explicit federal government orders to move under circumstances out of our control to a new off continent duty station over 3000 miles away and

2. Our orders state move NOW, not when our house sells

And This company

1. Does not have the ability to extend the service to our new home. and

2. Representative did mention there were options for military families that were not listed in the contract

3. This company has made concessions for extenuating circumstances in the past (re: several of the 800 customer service complaint resolutions listed on Revdex.com website)

I would like for this company to recognize the moral obligation to keeping this country's military heros strong and their families in-tact and as safe as possible while they are away fighting for our safety. I would like for this company to accept my previously provided advance letter requesting cancellation of our contract due to the unforeseen military orders for perm. change of station and release us from the contract with the last date of monitoring service to be November 30, 2014.

Business

Response:

The account will be canceled, per the customers request. Good Luck in the future, and thank you for your service

Consumer

Response:

Review: [redacted]

I am grateful for the offer, and would like to extend my sincere thanks for understanding our situation however I am rejecting this response only because:no details on when the account will be closed were provided. Additionally no information regarding cancellation of contract was provided. Given the circumstances and the noted previous complaints regarding continued charges after account closure, I would like confirmation of cancellation date.

Sincerely,

Business

Response:

The account is cancelled. You have no further obligation to SHS. There is no further information to be given

Review: Sir/Madam,

Ref: Acct #[redacted] I am writing this complaint to your office hoping to get a solution to the on going problem. I have been a paying customer of [redacted] a security monitoring system from 3rd July 2009 by an agreed signed contract which was listed for 60 months, all payments were on time and was never missed in the month of July 2014 around the 12th the system started to have a problem which was the Alarm tripping off this happened at 3:30 am 12:10 am and a couple other times during the day, this triggered my receiving a letter from the Police Dept about false alarms and if they were to come out to check the home I will be fined, on two occasions their Tech was not able to be here in less than four days from the time of call during that time I was without a security system this (my area) is considered a high crime risk so I then purchased another System after letting [redacted] know I will not use them. I was told I need to send a written 90 days notice to be released, I was also sent a contract form offering 2 months free and to sign another contract for 60 months which I did not sign or returned. Since then I have been receiving Phone calls all times and my Son who's number was listed as first contact if I could not be reached. The last bill I received is showing a balance of $198.04 and if not paid this will be sent to the Credit Bureau my original monthly bill as for the amount of $43.65. I don't see why I should be confined to an extra 3 months to leave a company after five years in a contract. Pleas help.Thank you for your assistance in this matter [redacted]

Business

Response:

The customer is in a roll for 1 year. We received a cancellation letter in August 2014 but they are under contract until June 2015. the statements sent are monitoring charges that are owed. The 90 day relese is actually 60 days prior to your expiration date which was June.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have read the reply from [redacted] Co but I do not understand what they are talking about, I do have a copy of my last payment which was in June 2014 and as I did mention all that happened started in July 2014 about the said time the bill for $43.65 supposed to be paid when the complaint was made about the system I was offered the 2 months free and to sign another contract for 5 years/ 60 months. I would like to send these copies of my records, and confirm what was said to me, again I do not know what the amount of $198.04 is for, the contract started on July 3rd 2009 to July of 2014 this time would account for the first contract signed, also the verbal conversion with a representative to cancel my service was not accepted when the signed forms was not returned, the company asked for a written confirmation at that time I was told my account would be closed after 90/60 days. I am really confused at this demand since I did not use or have their service since the end of June 2014. Thanking you with anticipation in solving this problem.

Business

Response:

The customer received service on 7/2/14 so it is inaccurate that there was no service past this point. Please see the attachment showing teh customers signature for service received in July 2014. Please see the original contract section 3 that says the contract renews annually after the initial term unless a cancellation letter is recieved 60 days prior to expiration date. The customer is in contract until July 2015.

Review: I have had alarm service with safe home security. on May 23-2014 I received a Contract (agreement for monitoring) stating that they wanted $46.99 plus taxes for a piriod of 60 months. I exersized my option to cancel my contract in writing as stated on the agreement.

On July 1 2014 I received a letter confirming they have received my correspondence regarding the cancellation of my account. they wanted me to reach out to them as the loss of a customer is always cause for concern.

I later received several calls from safe home security wanting to keep me as a customer stating they could reduce the payment and contract length, I politly declined this offer many times.

on October 5 2014 I receive a letter from safe home security stating they are going to send me to collections if I do not pay. I called and spoke to [redacted], who stated I had a contract with them through December, I asked then why would I receive a contract in May seven months early increasing my rates and extending the contract for 60 months if I was under contract ? she could not answer but did acknowledge she saw this. They were unable to provide me with proof that I was under contract till December, and if so then sending me a conract seven months early trying to extend it for 5 years would be Breach of Contract of the origional.Desired Settlement: accept that they sent me a contract that I declined in writing, and that they sent me a letter confirming this. Do Not send this to collections as I did nothing wrong. stop threatening me with collections. send me a letter stating this case will be closed.

Business

Response:

The customer had a 3 year contract and there is no renewal in Florida. The contract will be cancelled.