Safe Home Security, Inc.

Review: I've recently just switched over from [redacted] to Safe Home Security and I have not received any of the color monitors, night vision cameras, or motion sensors promised. They came out and installed only half of what was promised and what they did install doesn't work. They promised to come back out and install the rest in a week and I have not been able to reach them since.Desired Settlement: I would like to have my money back

Business

Response:

The dealer spoke has spoken with the customer. A service call has been scheduled to complete the installation of the cameras.

Review: This company usually takes out $39.95 every month for my home security system. The system has been defective for years and parts were supposed to be ordered and install. After months of back and forth trying to resolve these issues, Safe Home Security had finally ordered the parts needed to repair my home security system. Then, I find out from the installer that Safe Home Security had ordered the wrong part. They never did resolve that issue and the wrong parts are still sitting in my kitchen. Then today I see that the company has taken an extra $249.94 out of my checking with out permission or an explanation. The manager, [redacted] does not answer nor return my phone calls. I feel that they are taking advantage of a senior citizen on a fixed income.Desired Settlement: I would like my money put back into my account and I would like my contract cancelled with no cancelation fees.

Business

Response:

Refund processed today $209.99 , locating proper parts, resetting service, and crediting down time.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: 1.) Nothing has been credited. 2.) The alarm service has been faulty for years. 3) Customer service has been horribe. They have been saying for over a year that they would fix the issues and never did. I just want my money back and service cancelled. I am a senior citizen and have been having issues with my health because of the stress from this company. They took money from my checking without telling me which is adding another stressful component. Please cancel my contract and refund my money!

Sincerely,

Business

Response:

We have refunded the $209.99, and credited our clients account for down time, we have mailed the parts to get system up and running to the home, we have contacted client to set service, they have declined and still want to cancel. We cannot cancel this account, please help us get a technician back in their home to finally get them back up and running.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not been credited $209.99 or for down tme since Oct.2013. They gave me no explanation for the $249.94 and no warning. Nowthey send a part. I don't want to deal wit this company.If they send me a return label and postage, I send it back. How can they say I can't cancel. I dont trust them. they lie and take money from my checking account for no reason. I signed a cantract with Smith & Wesson Security Jan. 8,2011 not Safe Home. I've stopped payment on the monthly amount. I turned them in for fraud at my bank for the $249.94 plus down time since Oct.2013. Could you notify them to not try and take any more money from my account.

Sincerely,

Business

Response:

We have refunded, and credited the account, parts have been mailed and received, a service appointment was set, but cancelled by client, I called and got disconnected, and called back and left a message. I have also scheduled another appointment to install mailed parts, as we cannot cancel the agreement, please advise.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I'm not repeating my complaints. I got a check for $209.99, but was not credited for the months the alarm didn't work. I did not have and do not have an appointment to repair. I received a part after 5 months.Too late I didn't return the last call because Id already talked to 3 different people, the last one very rude and wouldn'let me talk to a superviser. That's why I contacted you. I don't want to deal with them anymore. They stole over $200 from my bank account for no reason. And they continue to lie. I am canceling.

Sincerely,

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

Review: In December of 2009, I signed a contract with Safe Home Security. For the first three years, there were minor issues but I was pleased with their service. In February 2013, I begin having issues with the system (alarm going off at odd hours, system working one day, then off the next day), so I called Safe Home. I was told I had a low battery signal. They rep advised me that they could send a tech out, but I would need to purchase a $50 battery. I refused to pay for a piece of equipment that is required for the whole system to operate, plus they had not serviced my machine in three years. Long story short, Safe Home received their monthly payments for the next 21 months, although my alarm did not work. Eventually, I contacted them in early October 2014 and advised them that come December 31, 2014, per our signed contract, not to remove another penny out of my bank account. The rep informed me that their policy required 60 day written notice to end the contract them, or the contract would extend another full year. I told the rep that this was not stated on the form in my hand. Also, most state laws read that contract become month-to-month at the end of a signed agreement. So what did Safe Home do you ask…. They continued to remove money out of my account, so I closed it. They are now reporting negative and inaccurate information to the credit-reporting agencies and calling my job; after I told them NOT to contact my job.Desired Settlement: I tried to work with these people, but they took advantage of me for TWO YEARS. I want them to stop calling me as well.

Business

Response:

The customer was given an option to add battery coverage to their service plan when she first discovered her low battery. They declined. In regards to the account still being open, the customer still has yet to send a written notice of cancellation. They are responsible for their monthly payment until we receive a written letter of cancelation and their account is paid current. Once both of those conditions are met, we will agree to close the account. The customer continued to be monitored throughout all of her time. If the customer continued to have a service problem, we would have gladly sent a technician to look at the alarm. The only communication we had with the customer after the battery issue in 2012 is when she wanted to close the account. Since the customer specifically requested for us not to call her, I would suggest she contact our office asap to rectify her issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Safe Home Security was notified by telephone and in writing, in October 2014, to close the account. The account was paid monthly, as the payments were automated withdrawn from my banking account. Safe Home Security received three additional payments, all that should be returned to me, since the effective closed date of our signed agreement was December 31, 2014.

Sincerely,

Business

Response:

As the customer is already aware, a verbal cancellation is not valid for closing the account. This was explained to her when she inquired about canceling in October. We explained written cancellation is required, and how to cancel. The instructions for canceling are also written on the customer's copy of their agreement. If the client can provide proof they sent us a written notice of cancelation (fax receipt, email receipt, certified mail receipt) dated from that time period, we will explore closing the account. They can attach it to the Revdex.com complaint.

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.

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

Review: [redacted], accounts retention manager with Safe Home Security, refuses to close our account even though we mailed the letter as required by the company to have our account closed. He called us and pressured us into staying with the company, offering us $10 off per month and using repeated sales attempts. We told him just to close the account and he kept asking for reasons and trying to pressure us into staying. I told him I just wanted to get off the phone and to close the account. This was the end of September. I received a billing statement for $83.43 dated October 5, 2014 from the company and called billing inquiries and they told me that my account had not been cancelled and I would have to deal with Mr. [redacted]. That is all I have been doing is dealing with Mr. [redacted]. Friday he said he would send me a corrected bill and I recieved one today for $49.98, when we only owe for 1 month of service. When I called to speak to the customer service, they said Mr. [redacted] had entered into the corporate computer that we owed $52.57. I then decided to call billing directly to see if I could get some straight answers there and spoke with [redacted] who told me my monitoring fee was $14.99 per month, with $10 warranty fee, which means I owed $24.99. She assured me that if I sent a check for that amount my account will be closed and I will experience no further problems. My husband and I decided to contact the Revdex.com because we feel their accounts retention practices are abusive and were advised by someone at the Revdex.com to document our experience so that Mr. [redacted] or anyone at Safe Home Security do not try to damage our credit score and let us cancel our services at the end of this contract paying only the amount we owe, which is $24.99.Desired Settlement: Just let people cancel when they want to without all the sales pressure, tactics, billing ruses, all of the frustration. No is no. Just let people who don't want you anymore go. Safe Home Security has 933 complaints filed against them and this is 934. I hope this complaint will make a difference in the way they operate. I just want to pay my $24.99, get a letter that my account is settled with no additional monies owed and that the services are cancelled. I did mail the check to [redacted] in billing and we check our credit score regularly and if this company causes us any problems, specifically Mr. [redacted] who doesn't hear the word cancel at all, we will contact corporate directly or let the [redacted] news station do it for us. We have had enough of this headache and builders across the country need to know not to put this company with their new customers.

Business

Response:

The customer seems to take issue with the company's standpoint on cancellation and retention in general. Although there may have been errors made by one individual, that is not indicative of malice or malpractice on the company's part. The reason the account had not been

cancelled prior to this complaint is because there was an open balance

on the account that was a due payment. It seems as if this complaint was logged after the customer had already received a resolution from Ms. [redacted] in reference to the billing issues. We will now be closing the account as the customer's payment to bring the account current was posted as of November 11th.

As for the customer's complaint on the operation of retention, the company understands the service in which we provide our customers, and a customer may be cancelling for a multitude of different reasons. Such reasoning may include affordability issues, having a non-working system, or other problems that can be easily fixed by the company. We provide a service that saves peoples lives, so not only is it proper business practice to have a retention department, but it's the company's civil duty to make sure that our customers do not go without a service that can save their life if their issue can be resolved.

It is also the company's understanding that after a customer has experienced issues, the customer may have been soured on the company, in which case it takes a dedicated representative to rebuild a trusting relationship with the customer. Ms. [redacted] stated to me on my phone call concerning this complaint that we should "do away with the entire retention department." Although Ms. [redacted] may have had a negative experience, the retention department is single-handedly responsible for hundreds of customers having the ability to resolve their issues with their alarms, and thusly being able to keep the security system in their homes so that they and their families can remain safe.

The customer's isolated issue has been resolved, they will experience no more billing, and no issues with their credit. The retention department will not be dismantled due to the incredibly positive impact it has had on our customer's lives and society as a whole.

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,

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.

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.