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Safe Home Security, Inc.

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Reviews Safe Home Security, Inc.

Safe Home Security, Inc. Reviews (1130)

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,

This company has no way out of their contract and when you call to try and talk to them they just tell you to pay the remainder of the contract. They are also very rude when trying to talk about possible solutions to billing issues or customer problems.

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: 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: 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 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: 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 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.

Horrible experience,
I have been lied to and there is no reasoning with there resolution dept. Small operation that makes a fortune by a horrible buisness practice of locking people into self renewal contracts the kind that many states are now passing laws against. I urge everyone to speak out and notify your local state licensing agency!!!

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: 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: I opened an account with Safe Home Security for monitoring in August of 2012. The sales rep who came to my home signed me up for the service for 21 months. I signed a contract with our agreement and began receiving moderate service from them. Although I was not happy with the service I did sign a contract so I stayed with them. I was planning on moving so I put my house up for sale and once I went into escrow I called Safe Home Security and cancelled my service (or so I thought). I switched bank accounts (I had automatic withdrawal for payments), so I called and gave them my final payment. At that point I was told my account was in good standing and closed and we went our separate ways. A year and a half later (after I already sold and moved out of the house and no longer own it), I got an outrageous bill for upwards of 900 dollars. I called and spoke to an account manager names [redacted]. He told me my contract was for 36 months not 21 months and it could not be canceled and that I had to pay the amount, plus late fees in full. I told him what had happened and he told me that he would black mail my credit if I didn't pay. I felt this was unfair because ALL my other payments when I was receiving service were paid in full and always on time. To tell someone they will blackmail you for money that is not owed is unlawful. I asked for a copy of the signed contract where I allegedly signed. [redacted] provided a contract that shows my 21 contracted payments were hand written and edited (written over) to say 36 months. I kept a copy for my records. Also the representative that signed the contract was not the person who sold me the service and it was dated for 3 months later. So the folks over at Safe home, changed my contract agreement without consent and have now reported a bad credit standing which I am fighting. They will not clean my slate even after I offered to pay a reasonable, fair amount for services that were not agreed on or rendered. Upon further investigation and reviews I searched, I noticed that I am one of MANY people this has happened to. Something needs to stop this fraud, and help working class America from getting ripped off from crooks like Safehome security. Please help!Desired Settlement: I would like Safe Home security to restore my credit and retract the reporting's. I would also like a letter of apology and official cancellation stating I owe them no money, and that my credit findings will be restored. In addition I think they need to have a talk to HR to find out why they feel it is ok for their account Manager "[redacted]" to feel he can black mail innocent people , and anyone else who feels it ok to forge documents.

Business

Response:

The customer signed a 36 month agreement for monitoring. It was changed from a 60 month, these are the only kinds avaialable 3 or 5 years. If a customer moves or cancels early for any reason we accept 90% of the contract to term. In this case the customer owes $822.03. Again as a courtesy if he pays $700 by July 8, 2015 we will accept that as payment in full. In terms of credit, anytime a consumer is alte by more than 30 days with a scheduled payment they run the risk of being reported. We report all accounts, good or bad, monthly. A consumer may dispute any credit information they feel is incorrect by logging into [redacted] or [redacted] and submitting disputes.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The business is stating false claims and is forging documents. You an clearly see the document that is changed, was handwritten with no signature or initials acknowledging it. Also the signature from their representative is not clear, and dated months later. I have reached out to a law firm which will now handle the case of safe home security does not want to come to clear the false charges.

Sincerely,

Review: I have tried numerous times to cancel my contract with safe home, they would not let me cancel and now I have learned my contract was automatically renewed and I don't want to renew the contract at all. They call my work trying to collect on the past due amount that I have repeatedly tried to cancel I do not wish to have or continue this service but safe home will not let it go. I not going to pay for something I don't want or need any longer.Desired Settlement: Cancel contract and stop collections

Business

Response:

The account was canceled on 8/15/14, a few weeks before the complaint was recieved

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: I am a longtime customer with this company for alarm services coverage. Last year for several reasons the service no longer worked out well for my living situation. I had too many instances when the alarm was set mistakenly and police came. The city threatened to fine me. This was not the alarm company's fault but this circumstance, along with my financial situation changing and my having difficulty affording it, made me decide to end the service. I verbally communicated this to the company many times. I requested to come to a settled agreement to end my account. No response from them and they continue to charge me. They send negative comments to credit reporting agencies. When I call them, I have to play phone tag. I can only talk to one person. For collection purposes they have contacted people who are listed as contacts for my alarm. This is not appropriate. What this boils down to is that they are making it extremely difficult for me to end the service and continuing to charge me as long as they can.Desired Settlement: I wish to end my account with this company. I want to pay my bill prorated to an amount that reflects when I first told them I needed to end the account. I want negative comments removed from all three credit agencies with the account listed as paid in full and with a letter provided to me that states that.

Business

Response:

This customer has settled her account and agreed to rescind her complaint to the Revdex.com.

Review: My contract is up in Dec 2015. I have tried several time to call and cancel the service. I always got a message and no one called back. I got a letter about past due amount. I called and got the collections dept which they gave me. I offered to pay the amount due however I wanted the service canceled. The Lady Brittany W[redacted] said she could not cancel it, that I had signed a renewal in Feb. 15. This cannot be true. I had been try to get out of the contract for several months prior to that. I would not have renewed.

I was contact by a salesman (I guess) that said they would reconnect me and no renewal was necessary. I could cancel anytime I wanted. My phone service had changed and I was not connected at the time. I did not intend to renew. I may have been tricked. I want out. I will pay what I owe but no more.

I cannot talk to them. They will not listen. They just keep telling me I can't cancel.Desired Settlement: I will pay what I owe out to Dec of 2015. I did not intend any extension. I want the service discontinued and no more contact from SHS

Business

Response:

Attached is the renewal agreement the customer knowingly entered into.

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: I contracted with Safe Home Security (SHS) in October 2012 after the [redacted] installed by Safe Home Security in 2009 failed for months to connect with the monitoring site; at the time I spoke to [redacted] Aka: [redacted]. She stated that they would replaced the defective system if I signed a new contract for 3 years at $20 per month monitoring. She also offered me a $20 per month insurance plan. She assured me that the insurance was optional and could be dropped at any time. In August 2014 I contacted SHS to request cancellation of the insurance and was told that I could not cancel the insurance until November 2014. I called back in November and spoke to several customer service agents that continued to tell me that I could cancel the insurance and they would call me back to provide me the information on how to cancel it. In December 2014 I spoke with [redacted] again. She told me in order to cancel the insurance I needed to send an email to customer service asking to remove/cancel the insurance which I did on December 8, 2014, but never heard back from SHS. I called and left messages for [redacted] but never heard back from her. I called SHS again today February 17,2015 and spoke to [redacted] and he stated that he could not drop the insurance. I requested a complete cancellation of the contract if they would not honor [redacted]' promise that I could cancel the insurance. [redacted] refused to honor [redacted]'s promise. [redacted] implied to me that she had the authority to offer me the option of opting out of the insurance portion at any time during my service period. This is the only reason I signed a new contract. After pleading with [redacted] to honor the promise [redacted] made to me he continued to refuse. I then made a request to end my contract with SHS. He refused.Desired Settlement: Credit account for monthly insurance charges from 11-01-2014 until present and eliminate monthly insurance charge completely. End current contract, October 2015 with no contract renewal. End all agreements and services with Safe Home Security, October 2015.

Business

Response:

I HAVE ATTEMPTED TO CONTACT CUSTOMER SEVERAL TIMES TO HELP RESOLVE THIS ISSUE.THE CUSTOMER HAS NOT RETURNED PHONE CALLS.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: When I signed up for this service I asked the man 3 times that it was only for 2 years. He assured me it was and there was no need to read the contract. Stupid trusting me signed and too him at his word. My two years were up and I cancelled the service 3 times starting in jan this year. I have spoken to them and cancelled and sent a letter. They do not care. Now I spoke with a nasty woman [redacted] who hung up on me. Unbelievable! She said the contract was for 5 years and I tried to explain to her, but she didn't care. This company has no ethics or values in life and I'm guessing are told to scam the public. Now she says I owe over $760 and I should pay it or further actions will be taken. How rude can someone be not listening to consumers. I do not even have a landline! In all my years of dealing with companies, Safe Home Security is the worst customer service I have ever dealt with. Poor quality security system which I was told it was ADT at the time which it is not. They have lied and scammed me and I am done with them. Please help they call me all the time.Desired Settlement: Cancel poor service and dissolve what they say I owe which I don't.

Business

Response:

The customer has a 5 year agreement signed in 2011. If they have no land line phone we can install a cell back up unit for $199 and and $10 per month increase in monitoring. The back balance would need to be paid first. The contract stands as is. Please call us to make arrangements to pay the obligation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: On my contract the man crossed out the 5 and it states a 2 years (very sneaky, I never looked at his contract which obviously he put something underneath for it to say 5 years and have it not crossed out to be 2). I would have never signed a contract for that many years. You have quite the reputation online for being unethical. I no longer want this service which I have repeatedly stated since Jan 2013. When I needed a new little magnet thing on the door, I called repeatedly over and over and it took weeks just to get that, and it was like pulling teeth! Poor service, poor quality and the customer service is pathetic.

Sincerely,

Business

Response:

I have also attached the Instalation Certificate which the customer signed also listing this as a 60 month obligation.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: All that is is the installation from the man that came to the house. I am talking about the so called 60 month contract that mine was crossed out from the guy who came to the house and was only a 2 year contract and not 5 year. I will submit my copy this week. It is a shame that this company has no morals or ethics.

Sincerely,

Dori Lynn Groom

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,

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Description: Burglar Alarm Systems Dealers

Address: 941 Moosic Road, Old Forge, Pennsylvania, United States, 18518

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