Safe Home Security, Inc.

Review: This merchant has failed to deliver service as promised for over 2 months, has not scheduled a security system transfer to our new home despite numerous requests and continued to charge my credit card for $42.99 per month. This company is a fraud and has tried to dodge my requests by putting me on hold and hanging up repeatedly. Never returned my phone calls or emails but continues to collect monthly payments.Desired Settlement: I would like nothing to do with this company. They are under breach of contract as far as I am concerned by refusing to provide the service I am paying for for over 2 months. I want my money refunded starting from September 2014 and I want the contract terminated.

Business

Response:

If the new home owners at the customer's old adress do not wish to use the alarm system, we agree to move the system to their new address at no charge ($199). The company will also extend 2 months of service at no charge ($99 savings) to the customer to make up for the 2 months where they had a lapse in service. If the new home owners do wish to use the alarm system, we will sign up the new home owners at the customer's former address, and offer to put the same system in the customer's new address. The company, however, will not cancel the agreement.

Review: I haven't had service with this company for about 2 years now. And they are still sending me bills. Now they say I owe them $1048.39. When I was with the company I had auto draft coming from my checking account. I started having programs with my system, first time it took them a couple of days to come out. Next time it took them about 4 weeks to come out and fix it. I didn't have a alarm system to us while it was out. Twice someone in billing mess up my account by over charging me. First time I was over charged my bill for 1 month was $300 and more. Second time it was more than that. So when my contract ended in Oct. I told them I don't want service with them anymore.They turned my service off three months before my contract ended. Before my contract ended I through I had service, but I didn't. I know that they put this on my credit report.Desired Settlement: If they have it on my credit report, I would like for them to take it off. Apology. Don't contact me anymore

Business

Response:

The account is cancelled and the customer is relieved of teh outstanding balance. We cancelled it for inactivity but that does not excuse previous late payments. We will not be making adjustments to accurate payment reporting.

Review: I have had some issues paying my bill on time due to financial hardship. I brought this to SHS's attention and asked to have my service canceled as I could no longer afford it. I was told they could not cancel service because I was under contract for 5 years. The rep then told me he could lower my monthly fee to make it more affordable. When I called back to confirm I was told they could not do that for me. A few months later I called again to ask about canceling my service and was told no, but that I would get one month waived. Yesterday I was told by one of my credit card companies that my line of credit was cut by 55% due to a delinquent account. I checked my credit report and found that it was SHS, even though I was under the impression I was caught up due to the free month of service I was promised. When I called to complain SHS was totally unsympathetic and refused to revise their report to the credit agency. This credit card limit decrease was ultimately the result of one late payment, which I didn't realize was late, and I don't feel that a late $30 payment should be penalized with a $14000 credit limit decrease.Desired Settlement: I would like SHS to revise their report to the credit agency so I can get my credit card limit restored. I am happy to prepay the remaining months on my SHS contract so there are no further late payments.

SHS also needs to offer online billing options - this is 2015 after all.

Business

Response:

A credit repair has been submitted to [redacted] and [redacted] and another months credit has been applied. The account is paid to date. A cancellation letter has been received and noted in the account, which will expire in July 2015.

Review: We entered into a contract agreement with Safe Home Security (SHS) in 2011 that would last until 2016, denoting that they would provide alarm monitoring in exchange for a monthly subscription.

Our equipment was installed without issue, and initially was working correctly.

During 2012, we moved to another address and leased out our property where SHS was providing service. When we moved back into the address in 2014, we found that the alarm panel had ceased to function. It was completely inoperable, and would not even power on.

I called numerous times beginning in August of 2014 trying to find out when the unit was last online, and SHS was unable to determine when this was. I called back in October to try again, and the agent said that the unit had been online and that they had seen the alarm go off on September 28th. I explained that this was obviously fraudulent information, as the unit had been without power since at LEAST June of this year. Even if the alarm had gone off at that time, the company failed to contact the subscriber, and local police and fire were not notified. We verified this with the Town of [redacted]. So by these facts, I could assume that if an intruder had cut the power to our house to force entry, no one would be notified, and we could very well have been killed.

SHS agreed in our contract to provide monitoring service, but it is obvious that they do not monitor their subscribers. This is a breach of contract, and we should not be obligated to keep paying for service that we do not receive.Desired Settlement: The outcome I desire is the following:

-I want to be refunded for months that our system was offline

-I want our contract to be terminated, effective immediately

I am more than willing to return all equipment provided by SHS, but they will get no more money from our family.

Business

Response:

To the contrary the customer is responsible to test the system and let us know if it is not operational. I assume the tenant did not utilize it and simply didnt monitor it. In addition when a call was placed in August we offered to send a technician and the customer declined. There are 2 options. The first is to pay the back balance and we will send out a technician as we offered to do in August. The second is to pay the 90% buyout provision in the contracrt.

Review: I was given incorrect information concerning termination of my home alarm system, contract sign on May 9, 2009. requirement 36 months, after 60 days to termination, company states six month, contract 60 days with a written statement. Last pay payment on April 2014 for the next 3 months, to the same address, on January 2014 the first written statement sent in with payment. Total of bill as of 3/25/15 $701.30 Worker I spoke with, sever time gave wrong information on, 4/15/15 spoke with [redacted] a manager in collection, states I was un-education or ignore. This company has put on my credit report late payments for months late payment. Did not put I put a written statement, I would not be making any more payment, I no longer wanted their services.

Product_Or_Service: Almar System

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Not applicable

Take information off my credit report, terminal bill, terminal services

Business

Response:

Customer sent her cancel letter a month after the contract renewed last year. Contracts that have extended beyone the initial term go year to year. She was offered a settlement of $420.78 which is a fraction of what is really owed to term. If she pays this by May 15th, 2015 we will update her credit reports to reflect paid never late and cancel the account. Otherwise, she is late and overdue.

Review: I have been corresponding with the company since Sept. 2014 regarding my contract. Responses have been inconsistent and unsatisfactory. My contract was originally with Alarm Services, but was "legally assigned" to Safe Home Secure. I requested a copy of the schedule B which is referenced in my contract and it was never provided. I requested a final payoff quote in writing to end the contract , and it was never provided. I sent numerous e-mails to the Revdex.com contact person asking to be relieved of the remainder of my contract term and was met with negative response. I wish to terminate the remaining year of my monitoring contract without remitting any further payment. I was mislead into thinking I could take my system and contract with me at no cost to a new residence, which turned out not to be true. I am severely disappointed in my experience with Safe Home Security. I no longer wish to be a customer of this company. I have fulfilled 4 of the 5 contract years reliably and I'm asking to be forgiven the remaining year. I was misinformed and taken advantage of, which is not good business.Desired Settlement: Stop the ACH debit drafts on my bank account monthly and send me written confirmation of contract termination with no further payment necessary.

Business

Response:

The customer has been spoken to and assisted since November 2014. We have offered options to pay buyout, move system, etc.. Customer not happy with any options. We will accept $200 to close if paid by June 30th, 2015. We are not forgiving final year of agreement.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I question the validity of the contract & integrity of the company. I did not choose to become a customer of Safe Home Security. I wasn't given any negative consent letter or any other notification at the time of contract re-assignment. I would be willing to pay $125 to close. But I need written confirmation for cessation of monthly bank drafts from my checking account. In addition I would like written notification of contract termination. And an address for where to send a check.

Sincerely,

Business

Response:

$335.88 is what is really owed to term, we will accept $200 and will provide you written documentation of such. Please contact [redacted] at [redacted] ext [redacted] to settle.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I called [redacted] as recommended and paid the $200 to close on Tues. 5/26. I requested written confirmation to state that the account is paid and closed and no more monthly bank drafts will occur on my checking account. (See e-mail copies below.) Mr. [redacted] sent me a letter, but referenced an unrelated account number and did not provide any further confirmation for cessation of monthly bank drafts (I have attached said letter). I responded with the e-mail below and also left a voicemail yesterday morning. I have not received any return calls or e-mails. I'm also asking for confirmation in writing that my credit will not be negatively affected in any way. Since [redacted] is the credit collections manager, I became concerned that some sort of negative reporting might occur due to contract closure. My contract standing is not currently and never has been delinquent. I DO NOT trust this company or its employees AT ALL.

Review: The company is charging processing fees that were never stated nor in my contract. I called about thee charges on my bill several times and was told not to pay as they would be waived and removed from future bills and they were not and then they reported as late payments to the credit bureau. They have also added finance charges to my account as a result of these fees not being paid. I am being charged $10.00 per month for a warranty that I declined and when I called for service I was told they do not have technicians in my area but would not remove this charge. I was also told I would need to give a 60 days notice for cancellation even though my contract states 30 days.Desired Settlement: I would like my billing to be corrected, correct my credit report and the company needs to be forced to stop unscrupulous billing practices and to uphold the terms of the signed contract.

Business

Response:

The issue is that the customers contract was purchased from another vendor. As such it contains different terms than the majority of our clients. You may indeed cancel now on 30 days notice as your contract states. The $3 invoice fee for quarterly billing can be credited for you at your request. This cannot be set up to be automated. As a client you could go on monthly debit which carries no fee so that this inconvenience does not occurr for you. At this time we have credited all appropriate items up through June and you actually have a $5 credit for the July 1 quarter already. We have also asked that a credit update be submitted if indeed it was necessary.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I previously contacted your office regarding the above referenced complaint # [redacted]. I was being billed for processing fees that were not stated in my contract. At that time the company (Safe Home Security) responded that they were indeed billing me for a charge that was not in my contract and that these charges would be removed from my account. They did remove these charges but did not remove the late fees and finance charges that are a direct result of these bogus charges. I have called them several times to try to clear this up but either I got a voice mail and left a message to call me and no one has returned my calls or I spoke to people who would continuously cut me off and not even let me explain the situation. I am asking that you please provide me with a copy of the company's original response since the original link is no longer valid. I was not able to print a copy when I originally received the email. Also if there is anything contact you can make with this company to rectify this situation that would be greatly appreciated. Thank you [redacted] Sent from my iPad

Sincerely,

Business

Response:

Contract was cancelled, client owes nothing. No further obligation.

Review: We moved into a new house and needed our security system installed in the new house. Safe Home stated that the install would be $200 and that it would be Sept 2nd, 2015. My husband asked the rep if there was a different day becuase we both worked that day and couldn't be home for the installation. The rep told my husband that she was already pulling strings to get it done on that day so it would have to be Sept 2nd. I ended up having to take the afternoon off and cancel patients to be home for the installation. The tech never called and didn't show up to install which ultimately cost me money and time away from my business, as I am self-employed. My husband called the next day to find out why the tech never came. It took a full week after the no show/no call before we got anyone to answer our question as to why the tech never showed up. The Safe Home representative said that the tech for our area quit and that they did not have anyone to install our system. My husband asked if we could get out of our contract because they could not provide us service and we need a sercurity system in our house now. The rep also could not tell us when they expected to be able to provide service. The rep told my husband that it would be $900+ to get out of our contract. My husband again said that since Safe Home could not provide us service we needed to get service elsewhere. The rep said she asked her manager if we could get out of the contract without paying the penatly and her manager said no it would be $900+ to do that. I called the representative that day and left a message for her to call me back. She finally called me back two days later. I asked if we could get out of our contract becuase they could not provide service for us and they are breaking their side of the contract. Again she told me that it would be $900+ to get out of the contract. We want security in our home and they can not provide it and are not telling us when they expect to be able to provide it. I asked to talk to her manager and she sent me to his voicematil. I left a message asking him to call me back(Sept 11th) so we could disccuss the issues. It is now Sept 16th and I have not gotten a call from him yet. It always takes mulitple days to get a call back from anyone in this company and when we have actually spoken to someone they are always hateful and seriously lacking in costumer service.Desired Settlement: We would like out of our contract without the fee as they could not provide service to us and I did not ever get a call back from the manager to discuss this issue.

Business

Response:

September 21, 2015



To whom it may concern:



It was brought to our attention that Mrs. [redacted] has filed a complaint against Safe Home Security Inc. We have addressed all concerns with the customer and explained her agreement terms. Mrs. [redacted] was upset that we could not do the install of reconnecting her security system on service date of September 2nd, 2015. On September 8th, 2015, we explained to Mrs. [redacted] that we were having issues in communicating with the technician, at this point we offered to reimburse her for the cost of the job to be completed if she had another private party come in to install the equipment in her new home since we could not service her during the time she requested and informed the customer that we were working on getting a technician out to her new home.

On September 9th, we provided a buyout of $900.00 for the remainder of her agreement and also offered 3 months of refund to her account for the service issues but customer refused all offers stating she wants to be let go of her agreement at no cost. On September 11th, we called Mrs. [redacted] to reconnect her system as we got a technician available to do job customer refused it. Our technicians try to call and coordinate a date with customer but never got a response from the customer. On September 15th and 18th we left several voice messages.

On the 21st another call went out explaining we would like to schedule her service appointment, Mrs. [redacted] responded stating she has moved on to a different alarm company although SHS explained that she will have to buyout of her agreement if such decision was made at this point we lowered her buyout to $500.00 which is much less than the customer was obligated to pay per agreement terms and Mrs. [redacted] still declined the offer. Furthermore, I explained to Mrs. [redacted] that we cannot cancel her account as we offered to service her new home and offered a lower buyout and customer refused all opportunities to rectify her concerns. Mrs. [redacted] signed an agreement that states she understands our policy & terms. If there are any questions regarding [redacted]’s account, Please feel free to contact me. Thank you!

Respectfully,

Stephanie L[redacted]

Customer Service Manager

Safe Home Security

###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Safe Home

Security Inc. has broken their side of the

contract by not providing us service. While they did tell us that we

could have a private party install the system they did not give us

any leads on who could do this for us. Every local company that does

alarm installs would not install a competing company's alarm system.

Ms. L[redacted] also gave us no estimation on when their technician could

install our system. We live in a high crime city and we needed

security in our home. Ms. L[redacted] falsely stated in her response that

they offered 3 months refund on September 9th. That was

not offered until September 21st after we already told

Safe Home that we had gone elsewhere for our security needs. I have

left two voicemails with Ms. L[redacted]'s manager (on September 11th

and September 21st) with no return calls from him as of

today, September23rd. Ms. L[redacted] also falsely stated that they tried

to contact me on September 11th to schedule an install. I

did speak to Ms. L[redacted] on September 11th and there was no

mention of scheduling an installation at that time. They did charge

us for September's payment for service and I am willing to let Safe

Home keep that payment as long as they release us from our contract

with no additional charges. Safe Home Security, Inc. has broken their

side of the contract and my next step is contacting the Attorney

General of [redacted].

Sincerely,

Review: My security system was not working due to several faulty sensors. I tried to get it fixed for 6 weeks but could not get the service technicians in my area to respond. Because I was LEAVING THE AREA for 6 months and had to have a working security system, I contracted with another security company. and notified safe home security of this. They are insisting that I honor the remaining 18 months of my contract even though I no longer using their system.

I would like the contract voided as of May 18, 2015 when I quit using them.Desired Settlement: I would like the contract voided as of the date I quit using them-May 18, 2015 and no further billing.

Business

Response:

We attempted multiple times to contact the customer however their voicemail isn’t set up. The customer called into the office to set up service April 24, 2015. Our local office were to contact them and schedule a service date. May 8, 2015 we contacted them after our local office could not. We were then told they would be leaving town for 3 months and on May 12, 2015 we called with a hard date. The customer then refused service and said they went with another company and removed all of our equipment. We explained the terms of the agreement and offered to have our tech re-install all of the equipment at no charge. We were then told they put a stop payment on their bank account. We haven’t received a payment since May 2015 but we can still have our technician come out to their home to re-install our equipment and fix any issues they’ve had with their sensors at no cost.

Christopher Heath

Customer Service Manager

Safe Home Security

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

mailto:[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is true that john does not have voice mail set up. That did not however stop the service technicians from contacting us. They reached us twice, made appointments, and then never showed up. We are retired, we are home many hours a day. To say they could not reach us is quite a stretch of the truth. Their service company was unreliable. It is obvious to me that they will not stand behind their product and ANYTHING I can do in the future to undermine safe home security's reputation will be my pleasure. We were told that the service company in our area was replaced for just this kind of complaint--poor service. If this is so I believe the company owes me a refund.

Sincerely,

Business

Response:

We called the customer for service. They did not answer the phone or return any phone calls. They have no voicemail setup. If the customer can give us at least two numbers for contact we will gladly go to the home and service the equipment at no charge to them.

Christopher Heath

Customer Service Manager

Safe Home Security

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

mailto:[redacted]

Review: I am writing you in regards to account CT [redacted]. Let me give you some history on this account it was acquired in the year 2000 and ended Dec 2005(5yr contract). During the 2005

Year ending I was deployed with the Military, the account was obviously inactive but payment in the increment of $99.71 were continuously being made via [redacted] from my family checking account to Security System Inc. [redacted] until Nov 2015. I am requesting a look into the matter as a refund was never rendered as payment were being mailed out via “Pay to” set up from [redacted] my family checking account and there wasn’t a continuation of monitoring . My Parent has since been deceased as of last month and I am trying to cancel my family checking account but I can not until this dilemma has been rectified in which a refund of $11,965.20 should be made available .Desired Settlement: refund of 11,965.20

Business

Response:

The customer's account was never requested to be canceled in 2005. Not only was a cancellation letter never received, Mr. [redacted] has made continuous and numerous calls to our office, from 2006-prestent, for various reasons from payments to service. SHS has also contacted him once a year, to participate in survey. In 2010, he gave us a 4 of 5. 2011, 5 of 5, 2012, 4 of 5. He also called in 2014,to advise us the system was being disconnected due to home renovations. The account has been canceled, due to his request, but no refund is due. Payments were made, for service provided

Review: [redacted] at the request of Safe Home Security, is attempting to collect an alleged debt and threatening to damage my credit score, over four years after the fact, based on a contract I signed on Nov 15, 2011 at my home in [redacted], for home monitoring services from Security One on behalf of Security Home Services SHS. At the time the contract was signed it was made clear that I would be moving to ** in about 8 months and I was assured by the installer that my service could be transferred there without any issues. The top of the contract clearly shows they have a presence in **. The contract states:

1) COMPANY AGREES TO PROVIDE OR CAUSE TO PROVIDE THE ALARM MONITORING SERVICES

However, after moving to ** from ** I was informed by three different installers, as ** representatives of Security One aka SHS that they could NOT install or cause to provide me with the monitoring services at my location in Henderson at that point in time. Therefore the contract could not be performed and was in fact broken, voided and no longer enforceable by SHS because they were not able to fulfill its terms by providing the installation and service at my new address which was not in an out of the way location. SHS was informed of this in a timely manner and never responded that they could provide the service, nor made any attempt to do so.

2) The top of the contract reads **: [redacted] an apparent subcontractor number, which shows that at the time of execution they were representing that they did have the ability to transfer and install my system once I moved to ** as they assured me they could at the time I signed it. However, as already noted above, they were unable to do so at the time it was needed after my move to **.

I also talked to SHS on Nov 30, 2015 and was told by the woman who answered the phone in the billing department that the contract was indeed canceled and she had no idea how or why it was submitted to [redacted] for collection, at which point she terminated the call. I subsequently called back to get the name and email address of the head person of their billing department to attempt to get written confirmation as to what she had just told me, however at that point they were unable or unwilling to connect me and refused to provide the person's name or email, so I sent a copy of this correspondence to them at their general email address - [redacted].

[redacted] and SHS also have additional documented email and US mail correspondence in their possession that show that I informed SHS at the time of these events of their failure to be able to provide me with installation and service, which therefore voided our contract and they never responded to the contrary, disputed my report to them nor offered to supply such service. Now, all of a sudden, four years later [redacted] has decided it is time to try and extort the money from me by using the threat of damaging my credit report and refusing to supply me with the entire contract I signed that they are basing their claim of debt on. Their ten year associate, Michael S[redacted], flatly stated to me on the phone that he would NOT supply the entire contract when I requested it. Probably because he knows it would show there are provisions within it that allow a customer to transfer services to a new location.

For all the above stated facts, I do NOT owe [redacted] nor Safe Home Security any money and if any negative information is added by them to my credit report, they are hereby on notice that they will be liable for any damages caused to my credit. I pride myself on paying bills when they are due and I also understand and support the collecting of legitimate debts when people fail to pay, but in this particular case, given all the facts stated above, [redacted] remains insistent on threatening me by damaging my credit. They have no integrity and refuse to recognize that they have no basis to collect any amount of money.Desired Settlement: I want SHS to rescind their debt collection authorization with [redacted], I want [redacted] to supply me with the ENTIRE SHS contract they claim is the basis for this alleged debt, not just the first page. If [redacted] has taken any steps to damage my credit report, I want SHS to ask them to remove it.

Business

Response:

There is nothing on the contract which was signed," it was made clear that I would be moving to ** in 8 months" and agreed the system would be moved, which is the policy, since there is an additional charge. We will work with the customer for an agreeable resolution, but our previous attempts have been unsuccessful.

This company by far is the worst alarm company out there. I was customer of SHS and the alarm goes off every night at around 1AM. I have been charged me over and over for sending technicians to my house to fix the issue and the issue was never solved. When I finally got enough I decided to end my contract with them and they refused. SHS is a scam, not an alarm company.

SHS bills me every month for a service that doesn't work; I have refused to pay them until they fix it. Two weeks ago I agreed to make one monthly payment in return for a service tech coming to check everything out. No one has called or shown up to do the service work and fix the system. They are getting cut off again. I would gladly mail their equipment back in exchange for a cancelled contract.

The system is not working, and they can't fix it. But they continue to charge me, even though I canceled the service.

Review: I have never experienced such an appalling lack of customer service. Since August 30th (it is now October 15th), I have attempted to get our system fixed as our sensors stopped working (after getting set up at the end of July). Since 8/30, I have spent countless hours calling Safe Home almost every business day and have worked with 7 different people (some of which were managers) to try to amend the issue. Not only was our initial contract signing handled very poorly, but throughout this mess, SHS has tried to get us to sign up for more services, one of which, an extended warranty because "we will get charged for equipment and service calls to fix this issue" (even though we were still covered in the 90 day warranty-which wasn't mentioned in that conversation). In the middle of this, someone from [redacted] came out to try to fix the issue, however, was given the wrong phone number and information about our problem so he took all day to get here since he couldn't get ahold of us and then couldn't fix the problem because he wasn't given the proper tools by SHS.To top it off, today, after another fruitless call, I received a letter from SHS saying that my account is past due in the amount of almost $800. When I signed the contract, we signed for the first 5 months free and I had yet to receive anything saying we owed something until I received this letter stating that SHS "has an obligation to report this history to multiple credit bureaus." I called a second time today and was told this charge was not right, but when a manager sent something in to amend this mistake, the amendment was rejected.Not only was I mislead by a company employee about aspects of the initial contract, but I have been pushed to buy more, ignored by managers, charged for things I don't owe, had my credit history falsely tarnished, and have spent countless work hours trying to fix the issue. I am disgusted and appalled at the lack of care from Safe Home Security.Desired Settlement: As we have not had working service from SHS for the majority of our time with the company and I have spent many of my personal work hours to fix YOUR problem, I would like nothing more than to wash my hands of SHS.

Business

Response:

A credit repair has also been submitted. Please allow 30 days for it be reflected.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]1, and find that this resolution of resolving false credit reports and ending contract is satisfactory to me.

Sincerely,

Review: In December 13, I called SHS to support on the Trouble Light for my system. Technician could not find a specific issue, but determined that it could be caused by a faulty/low battery. I placed the order for the battery & gave my charge information for a 2-week delivery.I had several business trips, so could not immediately follow up until ~2 months later. At that point I was told by the customer service rep that the order was not processed due to issues with my charge information. I asked why this wasnt immediately reported to me for correction, but was not given an answer. I provided the information again & asked for an expedited delivery.After additional business trips & I still had not received the battery. On 03/26, the alarm went off 3 times and I received no calls. The system trouble light was still on, so I did not look into the cause of the fault.On 03/27, I called SHS and spoke to rep Chris and requested cancellation of my services with the reason of poor customer service in battery delivery and support for 03/26 alarms. He indicated that the customer is responsible for the integrity of the system, follow-up of battery delivery, & the 03/26 alarms were possibly due to a faulty/low battery. He said that he could expedite a battery, but I referenced the prior 4 months where I was waiting for a battery from them. He also indicated the early cancellation carried a fee of 90% of the remaining services. I indicated that the need for cancellation was due to poor support & customer service in getting the system back up to required specifications and should not be charged. I eventually had to pay to be able to discontinue the service (which I deem is extremely poor).The lack of battery compromised the integrity of the system, which compromised the safety & security of my family. I had trust in SHS to get my system up to specifications as quickly as possible, but that trust was misplaced.Desired Settlement: I would like to receive the Early Cancellation fee that I had to pay for discontinuing the monitoring services due to poor customer service and support in getting the system back up to a healthy status. I feel that the customer's trust in someone performing monitoring services extends to an assurance that the Company would do the right thing to keep the customer's family safe. I have lost that trust and do not feel that I should be penalized for discontinuing the poor service/support.

Business

Response:

CUSTOMER PAID BUY OUT AND ARE NOW WITH NEW COMPANY. BATTERY WAS NOT SENT TO CUSTOMER BECAUSE CREDIT CARD DECLINED.

THE BATTERY THEY NEEDED WAS A BACK UP BATTERY. THE SYSTEM WAS WORKING FINE. THERE WILL BE NO REFUND.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The battery was a back-up battery that was causing the system to constantly show "Trouble". This could potentially have been masking other system issues. The company reported that the system always responded as "Okay" when pinged, but it should have been showing "Trouble" since there was an issue with the system pending the back-up battery. The main issue goes beyond the actual battery. This is more of a lack of customer service by the company in supporting the customer in returning the system to a "safe" state. This is a system based on safety and security and the lack of support is contradicting that trust/effectiveness.

Sincerely,

Business

Response:

AGAIN THE SYSTEM WAS SENDING SIGNALS AND WORKING PROPERLY. THE BACK UP BATTERY IS WHEN HOME LOSES POWER.

AGAIN CUSTOMERS CREDIT CARD DECLINED. SO NO BATTERY WAS SENT.

CUSTOMER HAS PAID A BUYOUT THAT THEY AGREED TO. CUSTOMER HAS A NEW COMPANY.

FINAL RESPONSE THERE WILL BE NO REFUND

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 actual resolution is not satisfactory; however, the business has indicated that they have no intention of responding to further requests for the refund. The Revdex.com's motto is "Start With Trust" and is representative of what has happened with the relationship with this business. All trust has been lost and it is very difficult to re-build. I will move on from this with a better perspective on this business and my expectations as a customer and consumer.

Thanks for the effort in trying to resolve this amicably.

Sincerely,

Review: In 2007, we became customers of [redacted] Security (now Safe Home Security-SHS) due to misrepresentations by a door-to-door salesman. We signed a 3-year contract with [redacted] and we were locked into that contract for 3 years. We became dissatisfied due to malfunctioning equipment and our being unable to contact any [redacted] reps; were forced to leave voice messages, but were not contacted for an extensive period of time. We were eventually contacted by a Safe Home Security representative informing us they had acquired [redacted] Security operations and would provide the required service we needed. Our first problem with SHS was a sensor problem that that was resolved over the phone and we remained customers. A little over a year ago, however, we requested a yard-sign that would designate Safe Home Security and we began to receive repeated and continual high-pressure phone calls from SHS reps trying to get us to sign on to a 5-year contract; which we declined to do. On 8 October while en route to Texas, we received a call that the alarm had been activated, the police had been dispatched and that we would have to meet them at the home. We explained we were on vacation and would have someone meet the police. We asked how SHS could help us with the system so that the police would not be repeatedly dispatched and we be charged for the false calls. We were told we would have to make an appointment for service "when we returned." Knowing we would be gone for quite some time, we stated we would need help before that time and could have someone available at the home. We were informed their was nothing that could be done until we returned from our trip. We indicated we would call back; but did not call back opting to discontinue the service with this company. When we contacted SHS expressing our displeasure and desire to cancel their service, we were informed that our "contract was enforced until Sept., 2015. We never signed any paperwork with SHS and fully lived up to the contract we had with [redacted], even continuing the relationship with Safe Home believing them to be equitable until the incident with the false alarm and being told we had to be home to resolve the problem. At that point, we decided we no longer wanted their service; the SHS system has been disarmed since 8 October to prevent false alarms going to the police department. When we returned from vacation, we notified Safe Home Security on 25 October that we no longer wanted their service and requested they immediately terminate; they offered service and other perks, but we no longer want to affiliate with them. After a lengthy phone session, they announced that our "contract" did not expire until 2015. This is unethical and appears to be extortion. We don't have a contact with them and should not be forced to maintain a home security service that we do not want. We do not have benefit of their monitoring as it stands and should not be forced to pay them for service they are NOT providing and we do NOT WANT.Desired Settlement: We want written notification that our account is closed and that we have no financial obligation to this company. We want to never be contacted by Safe Home Security again.

Business

Response:

The company will be cancelling out the remainder of the agreement against contractual terms to offset any false alarm fees the customer has received. I, personally, will be sending a confirmation letter that, past November, the customer owes no further billing towards the account.

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,

From: [redacted]

Sent: Monday, November 10, 2014 11:06 AM

To: [email protected]

Subject: I accept the business's response to resolve this complaint

Importance: High

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 am ** years old and I live alone. I have had a security system in place for a number of years. There was a change in ownership of this company I believe a few years ago. A technician came to my home on October 13th 2013 to replace an outdoor security system sign that had blown away. I was outside with the service man when he had me sign a paper. I thought this was just stating that he had been to my property. Just recently, my daughter was helping me with my bills and noticed a recurrent debit from my checking account for 44.99 from the above mentioned company. We called the company and they told me we had a contract for 5 years and it could not be cancelled without having to pay for the remaining 3 years. I requested a copy of this contract which was never explained to me and of which I had never received a copy. I was shocked to see that in tiny tiny pre-typed print the number 60 months. I would never have signed a contract that I didnt read and would never have signed a 5 year contract because of my age. I believe this was premeditated considering my age and that I live alone. Also, the address on the contract is incorrect. It reads [redacted] and I live at [redacted]. The signatures also were not datedDesired Settlement: I want to cancel this unethical contract without penalty

Business

Response:

Company agrees to close account without further billing due.

Consumer

Response:

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

Sincerely,

Review: I have for 5 months tried to get my security system repaired and have had no resolution with anyone that said they will help. I ask if they would void my contract because they haven't held up their end and was told they could not. So with your help I was hoping to get the behind me and resolved.

Product_Or_Service: alarm monitoring service

Account_Number: E666731

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like to discontinue service from company do to a breach of contract.

Business

Response:

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

Spoke with [redacted] tonight to review his issues. He stated he just want to cancel agreement. I explained that we did set service and offered immediate service to inspect his system, which he refused. I explained we did service in past and the most resent service was cancelled by his tenant. I explained this is a five year agreement and we would like to get things back online, and again did not want to have service done. we did credit 49.99 in May for the service call that was refused by tenets and were willing to offer another month, to show good faith. He only wants to xxl and I explained I would have a mgr call back with the close out figure. I will inform the mgr to offer 350.00 compared to 1500.00 which is total cost remaining.

Review: On Tuesday 5/21/13 I signed a contract at approximately 5pm. I would like to cancel this contract for the reasons below.On Wednesday morning at 12:30am I activated my alarm system for the first time. It seemed to be working fine when the technician left. I turned it on and decided I had to go back downstairs for something. That is when I noticed that my motion detectors were not picking up my presence. The motion detectors were not lighting up in red either. I then called safe home security hoping to get technical support. I called Wednesday at approximately 12:40am and spoke with operator #335. I began telling him that I'm a new customer and the technical issues I was having. He then asks me for my password. I tell him that I didn't create one yet because I just signed on. He began stating that there is a password in the system and I'm telling him over and over that I did not create a password yet. He then politely denies me any type of support. I then tell him that maybe he should send the police here if someone is calling and he is not sure who it is. That night I wanted to sleep with my 1st floor windows open because it was cool at night.I call back on Thursday and speak with customer care and she tells me that my old password from years ago was reinstated. I couldn't remember what that password was. She then tells me that the call center would not know if this was my old or new password. I then begin talking to her about my contract duration being much longer than what was agreed to over the phone. She tells me that she will get in touch with [redacted] and have her call me.[redacted] calls on Thursday afternoon and agrees that my contract is 2 years longer than what we discussed and she pledges to fix it. Friday morning [redacted] calls and gives me some verbal approval to change the duration. Problem is that I spoke with an attorney friend and he told me that no verbal agreement can supercede a written contract. Because of this I have to cancel.PLEASE NOTE:

Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

The contract I signed on 5/21/13 is incorrect. The duration & date is wrong. The tech put the date of 5/10/13 instead of 5/21/13 which is the day I signed it. I first need SHS to verify that they did get my cancellation email sent on 5/24/13 before the 3 days cancellation period. I also canceled verbally. 5/28/13 I sent another email requesting response proof of cancellation. [redacted] me on 5/29/13 but didn't know if cancellation completeNext SHS offers me a new 2 year contract at $10/month

Business

Response:

Consumer Response /* (-5, 8, 2013/06/24) */

safe home security has contacted me. They stated that they would send another technician out on july 5th and that they would send me another contract. I am presently waiting for the new contract and the technician. I'm just giving the progress thus far. Matter still isn't completely resolved.

Business Response /* (1000, 9, 2013/06/24) */

Contact Name and Title: [redacted] D [redacted]

Contact Phone: XXXXXXXXXX [redacted]

Contact Email: [redacted]@SAFEHOMESECURITYINC.COM

THIS WAS SIMPLY A MISUNDERSTANDING WITH THE TERMS OF THE AGREEMENT BY OUR REPRESENTATIVE. I SPOKE TO MR. [redacted] AND WE CAME TO AN AGREEMENT. WE ARE GOING TO GIVE HIM A 2 MONTH TIME PERIOD TO CANCEL AGREEMENT IF HE REMAINS UNSATISFIED. ISSUE IS RESOLVED