Safe Home Security, Inc.

It was brought to our attention that [redacted] has
filed a complaint against Safe Home Security Inc. The customer was having issues in trying to
cancel their service
" text-align: center; text-indent: 0.5in;">
The customer has called into
numerous times and has spoken to multiple representatives that have informed
them of the cancellation process. We
require a letter, fax or email with the customer's request to cancel. The customer claims that they sent one but
we have not received one to date
On 6/30, customer service manager
Greg contacted [redacted] and apologized for their difficulty in terminating
their serviceThe customer was informed of the cancellation process again and
provided an email to send the cancellation inIn speaking with the customer, the customer
refused to give the reason for discontinuing service and declined any offer
given to maintain service
On 7/1, we reached out to the
customer to verify that they received the email link. As soon as he customer sends a cancellation
letter, the account will be processed to be closed. Greg
M ###-###-#### ext [redacted]

It
was brought to our attention that [redacted] has filed a complaint against
Safe Home Security Inc. The customer
wanted to cancel because he is not satisfied with our service.
" text-indent: 0.5in;">
The customer called into our office to
cancel his service with us because he stated our rate was too high and he was
offered a lower rate from competitors.
Our customer service representative informed the customer that we value
him and the customer agreed to sign a new agreement where we lowered his rate
by $per month and provided him three months of free monitoring.
A few days later the customer experienced a
alarm because his wife hit the panic button by accident. They were immediately contacted by the
central station to make sure everything was fine
A customer service manager contacted
[redacted] in regards to his complaint and request to cancel his account
because of the monitoring center. He
informed the customer that the central station that monitors his home is
Nationwide and that alarm companies use different central stations as the
"watchdogs" in case of an alarm event.
At anytime there is an alarm event, the customer would be notified by
the central station and when the customer had an alarm event on 7/14/16, they
were notified.
The
customer was upset because when he called our office after hours, our lines are
forwarded to [redacted] our primary central station. They will assist customers with
troubleshooting, setting service or having our office contact the customer the
next day even if they are being monitored by another central station. [redacted] could not find [redacted] in
their system because he is being monitored but [redacted] but they can find the
customer in our database that they have access to
[redacted] has been with our company since 2009, where he and his family have been
protected and are monitored by the [redacted] central station. When the customer had an alarm event on 7/14,
he was quickly contacted by them and we apologize if the central station was
not courteous to him. We will provide
the customer one month of free monitoring for any inconvenience he experienced
but the agreement that he recently signed is valid and will not be voided
Greg M###-###-#### ext[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
 
The rep Desiree set a time for me between the hours of 4pm.  I rec'd a call from the rep around 2pm stating they were on their way to my residence; it was impossible for me to keep that appointment I was still at work.  Desiree said she would reschedule an another time for the rep to come out; the rep never showed.  I was promised several times.. one of the reps by the name of Ed scheduled a rep here in Georgia to come out. I waited for the rep all day, he never showed.  Ed promised he would follow-up with me; he never did.  I am sick and tired of going around with safe home regarding this matter.

To Whom it May Concern,
We apologize if [redacted] felt her experience with one of our Subcontractors was less than pleasant. 
We have reached out to our California Field Manager, Christian C[redacted] He will personally be contacting her to service the...

equipment himself. 
Sincerely,
Colin W[redacted]
Corporate Account Manager
Safe Home Security

Complaint: [redacted]
I am rejecting this response because:
I reject this response based purely on principle alone. I've submitted a complaint within a fair amount of time of signing the contract changing my mind, and I am being told that my customer needs don't matter anymore and sorry it's too late. I think that is poor business practice and severely hurts the reputation to other customers. I really would like to close out this Revdex.com complaint with a happy ending but I feel we aren't getting there. I of course in no way plan to pay out 90% of the contract to cancel as again I requested to cancel within a really fair amount of time of signing the contract. Can anyone answer why I never had to sign a contract previous to this? I am at a loss there. I guess it is ok to just keep billing a customer monthly (outrageous amounts compared to other companies by the way) then just call me and pressure me into signing a contract so the dirty work we are seeing today can take place. Again without insulting me with a free month of service, what are you going to do to ensure that I am left happy? Can you please meet the customers needs? Do not come back and tell me you are monitoring my home and that is the service because as I stated previously, one of your monitoring companies [redacted]) did not even have my address on record. Why would I be comfortable with that?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because the company didn't call back to schedule a time of day for the technical to come.Did receive battery just need it installed
Sincerely,
[redacted]

Complaint: 1[redacted]
I am rejecting this response because:
I recieved a bill for $221.42, my account wasn't credit for 2months which what was promised. Still haven't recieved a call from Rebecca for the inconvenience. I chose to cancel because of lack of customer service and lying about credits that didn't get applied to my account. As a customer I don't trust this company and I Can't depend on this company if something where to happen again like this. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because as I mentioned before there must be consideration for a contract to be inforcible.  The monitoring ceased in March so they were no longer providing a service. By continuing to draft my account they received funds without providing a service.  They drafted the contract and I was not aware of any responsibilities on my behalf.  They failed to monitor and did not tell me of any problems.  There willful neglect in not installing my garage monitor is gross negligence.  If they continue to demand payment for services not received (which not providing the service costs them nothing) then I will also file a complaint with the FTC and the Ohio Attorney General's office.  They are simple online forms.  They I am sure would be interested in the previous litigation which they lost.
I am rejecting this response because:
Sincerely,
[redacted]

To Whom It May Concern,
We have reached out to [redacted] via phone and alerted her we will be closing her account per her request. 
Sincerely,
Colin W[redacted]
Corporate Account...

Manager
Safe Home Security

Revdex.com:
I have reviewed the...

response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Alternatively, can I pay the whole amount of $1023.46 before 08/26/2016. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The information provided from Jerry at safe home security is not completely accurate. As I mentioned in the original complaint I spoke with many reps from July-Aug when we sold the home regarding the contract not being the correct  contract term. Nobody was able to provide me with any info or a contract copy. The last rep I spoke to, Katie I believe,  referred me to Jerry. I left a voice mail for him. The next week I didn't hear back so I called the company again and finally reached him. This was August 8th I believe. From there Jerry and I discussed the contract in depth and the term buy out pricing. He is the ONLY ONE I discussed contract pricing with. He told me  verbally the first price, on a sticky note attached to the contract he sent me for a second price, and the third price in email. I have the documentation to prove the price differences. When questioned the difference between prices he pretty much ignored it and never gave me an accurate price when requested.  Please see attachment of "original" contract and sticky note with pricing and email with pricing. 
 As far as the contract signature he quickly disregarded my concern for a fraudulent signature. He did provide me with the signature from another form that I signed for install around the same time as the contract. However, the signatures are not the same. There are many differences between them and that is not how I have ever signed. I even pointed out the differences in an email and he never replied back.   It's not right that a company who should strive for a good reputation disregarded a clearly fraudulent signature.  However, from what I have read on their reviews that's definitely not surprising. Please see the attached email with the information requested and explaining the differences between my signature and the one on file.
As far as the double billing for the same security system, that's horrible business practice and should be illegal for a company to rip of customers like that.  Safe home security is currently billing the new owners of the home and fraudulently extended our contract term, therefore we are asking for our contract to be terminated and the termination fees waived. 
Sincerely,
[redacted]

Worst home security monitoring company, to date. Customer service reps are unprofessional, rude and lack ethics. I've tried to cancel my agreement as we sold our home and moved which means they no longer provide a monitoring service to the property. They told me to submit escrow paperwork to terminate the contract and I wouldn't be responsible for the remaining balance. Once I submitted the legal docs, they back pedaled on their word and charged me the balance. Each rep is inconsistent with each other and worse than the last. This company is a group of crooks, liars and cheats. Stay away unless you want to be scammed by them...and lastly, their wireless units they install inside the home is a huge, dinosaur device that looks like they are from the 80's. In this day and age, you would think their device would be an updated sleek & small design but they are on the contrary. Basically, going back in time with their engineering, instead of being a progressive company with their technology.

To Whom it May Concern,
[redacted] spoke with a representative at Safe Home Security on March 9th, 2016 and have resolved any issues on the account. 
Per an email sent to Safe Home's Corporate Address from [redacted] on March 9th, he...

has attempted to close this complaint as all issues have been completed. 
Please close this complaint as resolved.
Sincerely,
Colin W[redacted]
Corporate Account Manager

Revdex.com:
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]

SPOKE TO CLIENT TO DISCUJSS WAIVING BALANCE AND CORRECTING
ANY MISTAKES OR OVERSIGHTS MADE BY SHS EVEN THOUGH CLIENT HAS NOT PAID ON HIS
ACCT SINCE 2013 HAVE BEEN CALLING AND LEAVING MESSAGES BUT HE HAS NOT CALLED ME
BACK YET.
class="MsoNormal"> 
Salvatore C[redacted]
Resolutions Department Manager
 
Safe Home Security
55 Sebethe Dr.
Cromwell, CT. 06416
###-###-####
mailto:[redacted]

Twice we have tried to cancel service with this company and each time we have been explicitly lied to about the date we needed to call to cancel the service. This time we are selling our home and no longer need the service but when we called to find out when we need to call to cancel they gave us a date after our contract expiration and then called to schedule a battery service and informed us they have already auto renewed us for two years during which for most of it we will not even be living the home.

Complaint: [redacted]
I am rejecting this response because:
 
I contacted Safe Home two weeks prior to the date their notes indicate. Those options provided aren't geared towards taking care of me as a customer. I've been paying for monitoring 18 months without a home being monitored. $60.99 x 18 months is 1097.82 for basically nothing. Cancel my contract, I no longer want to do business with a company this shady. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
However, if Safe Home Security does not follow through as stated on the letter that was attached, I will open a new complaint until it is taken care of.
Sincerely,
[redacted]

The client has a 5 year agreement.  Has called regarding financial issues.  Call us to resolve, we do not cancel contracts without cause.  Our representatives can work with you on a payment arrangement.

The account was canceled, with no balance due, and a credit repair  was requested. We apologize for any misunderstanding or inconvenience.