Safe Home Security, Inc.

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: 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: 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: [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: 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: 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: 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: 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'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: 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.