SAFE Security

Initial Business Response /* (1000, 5, 2015/08/13) */
Good Morning,
Account Case Number: #XXXXXXXX
Customer: [redacted]
In regards to customer #XXXXXXX , our record indicates the following:
* On June 25, 2007 [redacted] signed a contract with Vison Security, for the initial term...

of 36 months. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term. Mr. [redacted] contract was scheduled to renew on 06/25/2014 at the time the cancellation letter was received.
* SAFE Security will honor [redacted]' s request to cancel.
* SAFE Security received cancellation letter April 17, 2015.
* SAFE Security records show SAFE talked to [redacted] on 04/15/2015 when customer requested that SAFE cancel account because Mr. [redacted] was going to another provider.
*SAFE Security records show SAFE last talked [redacted] 08/11/2015 when customer stated that SAFE was needed to cancel his account and stop sending statements.
[redacted] on 06/05/2015 stated that would send in the final payment for June in the amount of $41.99 and failed to do so as of 08/12/2015.
*Mr. [redacted] was called 08/13/2015 and left a massage on XXX-XXX-XXXX to call back about his concerns (8:41am and 10:49am).
Thank you,
[redacted]
Retention Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to respond to each to the points that Safe Security brought up.
Account Case Number: #XXXXXXXX
In regards to customer #XXXXXXX
* On June 25, 2007 customer signed a contract with Vison Security, for the initial term of 36 months. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term. Mr. [redacted] contract was scheduled to renew on 06/25/2014 at the time the cancellation letter was received.
Response: Even their records show the longevity we were with them. Our initial contract was with Castle Rock Security and was later bought out by Safe Security. After the end of the 3 year contract that was made with Castle Rock, we stayed with Safe Security for another 5 years. It would seem that customer loyalty would be a benefit, but instead it is a way to destroy any customer goodwill by Vison Security/Safe Security.
* SAFE Security will honor customers request to cancel.
Response: Thanks for recognizing that.
* SAFE Security received cancellation letter April 17, 2015.
Response: This goes back to their first point. They require "writing no less than 30 days prior to the end of the their current term". We met this point by having done it 69 days prior to the end.
* SAFE Security records show SAFE talked to customer on 04/15/2015 when customer requested that SAFE cancel account because customer was going to another provider.
Response: We did contact them and cancelled the service and automatic removal from our account, to which they complied.
*SAFE Security records show SAFE last talked customer 08/11/2015 when customer stated that SAFE was needed to cancel his account and stop sending statements.
Response: This starts our problem with them and the billing process. When I talked to customer service in June, was informed that the account was closed and afterwards no other payment needed to be made. Due to timing I may get one bill for July, but to ignore it. We did get a July bill and ignored it as customer service rep state. On August 7th I talked to Anna who stated she was a manager. She stated that the account was cancelled but the company had not turned off the automatic monthly billing. She was to turn it off and send a letter stating that the account was cancelled; we had no other liability to them and were to receive the letter no later than August 14. We to date have not received this letter from them. We then get a call from a [redacted] (not sure the correct spelling) to call back. I called her back on August 11 and was not in. Called back on August 15th and was able to talk to her. I find out she is from Collections and wants me to pay for July and August. I informed her that the account was cancelled and we did not have to pay. She checked and confirmed this. It is this action that started my compliant that NO ONE at Safe knows what to do or how to check before contacting. All they want to do is demand money for a cancelled service.
*Customer on 06/05/2015 stated that would send in the final payment for June in the amount of $41.99 and failed to do so as of 08/12/2015.
Response: Here we go on another problem with Safe and not researching. We made 2 last payments to them on 5/31/15 and 7/17/15. Copies of both of these checks with the Safe endorsement on the back can be made available. Also, the last statement shows the July payment and that they want July and August monitoring to be paid.
*Customer was called 08/13/2015 and left a massage on XXX-XXX-XXXX to call back about his concerns (8:41am and 10:49am).
Response: Here we go with another misrepresentation by Safe Security. Yes he did call and for all I know he was another in house bill collector. But that is not the real problem with this point. If you notice by his note he called in the morning. Well I am at work from 6:30 am till about 2:30 pm, and as the company trainer I can be working as late as 4:30pm. So I was not at home when called. I was able to contact Safe on August 17th, and the customer service rep stated that Anthony only worked in the mornings and was to leave him a message I called. Again I can only guess that this was ignored by Safe like all the rest.
Now you asked if there is any middle ground with Safe Security. I am waiting for them for as you can see I have met their requirements or exceed them. My expectation is based on the lack of trust they have exhibited to me as customer and the hostile actions by them. So based on this is what I am asking for and it appears reasonable to me:
A letter from them containing the following: apologizing for the inappropriate way they handled this cancellation of service and billing, thanking me for my service, they will not report anything negative to any credit bureau and if they do they correct it and pay all cost involved, and state that billing and service is cancelled.
Thank You for your involvement with this company.
Final Business Response /* (4000, 9, 2015/09/01) */
Good Morning,
Account Case Number: #XXXXXXXX
Customer: [redacted]

In regards to customer #XXXXXXX , our record indicates the following:

· On August 13th, 2015 the account #XXXXXXX was cancelled with SAFE Security along with all monitoring and billing of the account.

· SAFE Security did honor [redacted]' s request to cancel.

· A letter was mail to Mr. [redacted] address at [redacted] XXXXX stating the following.


[redacted] XXXXX

Re: Acct # XXXXXXX

Dear Mr. [redacted]:

Your monitoring account with SAFE Security(r) has been cancelled effective 08/13/2015. All monitoring and billing has been deactivated.

Safe apologizes for the miscommunication in handling your account and sincerely appreciate your input to help SAFE better service our customers. We at SAFE would like to thank you for the years you spent with SAFE and will use your example as a way to better our customer service.

I would also like to assure you that at no point your account reported to the collection bureaus and shows a $0.00 balance with SAFE. If there are any negative reporting from SAFE to the credit bureau SAFE will send in the appropriate paperwork to correct any and all issues. As stated above the account, services and billing are cancelled.

We regret losing you as a SAFE Security customer.

We apologize for any inconvenience we may have caused.

Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.


If you have any further questions, please feel free to contact us Monday through Friday, 7:00a.m. To 4:00p.m. (Pacific Time) at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/03/30) */
In regards to customer XXXXXXX, our record indicates the following:

On January 11, 2011 [redacted] signed a contract with Security Alarm LLC, for the initial term of 36 months. This agreement automatically renews for...

successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.

Mr. [redacted] called SAFE Security on 12/4/2013 with his initial request for cancellation.

Mr. [redacted] called SAFE Security on 9/4/2014 stating he sent in a cancellation letter, which SAFE Security received the cancellation letter on 12/6/2013.

SAFE Security has honored [redacted] request to cancel effective 12/30/2014. There will be no refund issued on this account.

Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.

Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed




Thank you,

[redacted]
Premier Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I canceled based upon what I was told that if I had done this before renewal that it wouldn't have been automatically renewed. I was told that repeatedly that my money would be refunded based upon my request to cancel the service was sent in appropriate time. This is the first I am hearing this side. So no I do not accept this because this isn't what I agreed upon when I spoke to 4 - Safe Customer service (including a manager) people they all stated I would be getting my money back.
Final Business Response /* (4000, 18, 2015/07/22) */
Good Morning,
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On January 11, 2011 [redacted] signed a contract with Security Alarm LLC, for the initial term of 36 months. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
SAFE Security has made the decision to refund the amount of $313.93 to confirm we have the correct address, the check has been mailed to 4510 Austin St. Houston, TX XXXXX. If your address has been changed please update us immediately. Your check should be arriving shorty.
· Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Thank you,
[redacted]
Premier Supervisor
Final Consumer Response /* (2000, 20, 2015/07/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
That is fine to mail it to that address. I agree upon the refund amount. When should I expect the check?

I do not recommend working with Safe Security! Our experience has been one of being constantly locked into a "contract" with small print. We have continued with the service for 8 plus years essentially because we cannot get out of it without paying up front for the remaining amount of time. Since we are now moving, I called to cancel and, guess what, they STILL won't let me cancel and want me to pay for an additional year when my contract was up in May and I literally called them the first week of June. They said I would have had to give a written 30 day cancellation notice to them before my May cancellation date. This entire experience has been very frustrating and expensive. To top it off, our home was broken into TWICE with the alarm on and the thieves didn't even hear it because it is such a light beeping noise, and they were able to take everything they wanted before the police even arrived. Now I'm feeling forced to transfer the service to the new home because I don't want to pay them $350 for nothing. I don't know how they have been allowed to operate like this, but it's highway robbery.

Initial Business Response /* (1000, 5, 2014/09/16) */
Customer: [redacted], [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
SAFE Security received this customer's signed written request on June 3, 2014 to cancel their SAFE Security account...

XXXXXXX.
SAFE Security honored this request and has processed the cancellation
Account XXXXXXX will be closed with no further balance due.
Please feel free to contact us at XXXX-XXX-XXXX Monday through Friday, 6:00AM to 5:00PM Pacific Time, if you have any further questions.

I can not believe that the [redacted] has give SAFE Security an A+ rating !!! They have some 300+ complaints that are all valid & will soon be getting another complaint from me. I have had problem after problem with this company since May 2014, and continue to have problems with them to this day (5/21/15). I have had a couple errors with my actual alarm system that has taken months of waiting to get fixed, and most recently was told that the last installer didnt connect a wire correctly to the back up battery, long story short I was sent a bill for a battery that I never received. After arguing for a month with Customer Service about the $75.00 they ended up withdrawling it from my checking accouint without my permission, this was after I had a Customer Service "Manager" tell me I didnt have to pay the money. I have requested to cancel, but I keep being reminded that I am under contract and I can not cancel. I have spent many of hours & days on the phone with this company & I am DONE!!

Initial Business Response /* (1000, 5, 2014/10/22) */
On June 11, 2007 [redacted] signed a contract with Castle Rock, for the initial term of 36 months. The initial terms ended on June 11, 2010. This agreement automatically renews for successive one (1) year renewal terms,...

unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
Mrs. [redacted] called SAFE Security on 10/2/2014 with her initial request for cancellation.
SAFE Security have not received a written notification from Mrs. [redacted] requesting to cancel.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $279.93.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
[redacted]
Premier Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I forwarded the email showing the amended contract terms and date from Castlerock that reflect my signature agreeing to the new terms to the Dispute Resolution Specialist assigned to my case. I also, emailed the prior year's contract that reflected the yearly renewal the current security claim they have on file as the current legal binding document.
Final Business Response /* (4000, 9, 2014/11/18) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
Rebuttal Revdex.com Response:
SAFE Security have not received a written notification from Mrs. [redacted] requesting to cancel.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $239.94.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
[redacted]
Premier Supervisor
Final Consumer Response /* (4200, 11, 2014/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted proof of my revised monthly contract terms to reflect there is no yearly renewal contract as claimed by the company.

Initial Business Response /* (1000, 5, 2014/08/07) */
Date: August 7, 2014
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 12/07, 3 years, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no...

less than 30 days prior to end of the contract term. NOTE: Customer resides in a non-auto renewal state, renewal terms default month to month.
SAFE Security acquired the security agreement from Security Associates International, Inc. on 09/1/11.
On 8/4/14, customer contacted SAFE Security to cancel service as customer was with another provider. Customer paid by phone the balance due in the amount of $149.32. Customer was advised that she needed to send a signed cancellation letter to SAFE Security in order to begin the cancellation process.
On 8/4/14, the customer overpaid and made another payment in the amount of $127.51.
A refund will be submitted in the amount of $127.51, which the customer should receive within 4-6 weeks.
On 8/6/2014, SAFE Security received the cancellation letter from the customer.
The account has been submitted for cancellation.
Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.

[redacted]
Collection Manager
Safe Security
Tel: XXXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2015/12/03) */
SAFE Security is responding to your Revdex.com complaint dated 11/23/15.
SAFE Security has reviewed your account in reference to the disputed invoice dated 7/22/15, invoice# XXXXXXXX in the amount of $455.00.
The customer does not owe...

this invoice.
A credit has been submitted on your account for this invoice.
Please disregard any delinquent notices that you may receive regarding this invoice.
SAFE Security apologies for any inconvenience regarding this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been with Safe Security more than 25 years communication was lacking on their part. I accept this apology and the credit on my account. No past due bill

(The consumer indicated he/she DID NOT accept the response from the business.)I have sent notification via mail, email, phone, and even faxed [redacted] posted on the site the others fax numbers did not work... they don't respond and who knows what happens to your letter... what a mess.SINCE you are able to communicate with them tell them that "THIS SERVES as a WRITTEN NOTICE to CANCEL MY SERVICE BEFORE AUTO RENEWAL!!!!" and I want confirmations from them the date it is canceled as well! as they said March one year and MAY last year... customer support??? WOW

Initial Business Response /* (1000, 5, 2014/08/21) */
Account Number: XXXXXXX
Customer: [redacted]

In regards to customer XXXXXXX, our record indicates the following:

On September 16, 2010 signed a contract with Pinnacle Security LLC, for the initial term of 36 months. The initial...

terms end on September 16, 2014. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
SAFE Security had accured Mrs. [redacted] account
Mrs. [redacted] SAFE Security account has a pending request for cancellation as of 7/31/14.
There are no payments due on this account, last payment received was 8/20/14 for September 2014 payment.
SAFE Security has received a written notification from Mrs. [redacted] 7/31/2014 requesting cancellation.
SAFE Security has honor Mrs. [redacted] request to cancel effective 9/30/14 which is the end of the intial term.


Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed.

Thank you,

[redacted]
Premier Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I signed a 36 months yes but I have alled the company over n over for them to fix it. I have been paying for an alarm that has not worked. No where in there response does it say they tried to help me with the problem. They have no respect for there customers at all. Safe n Secure is there name and no way did I feel safe or secure with no alarm system as to why I have cancelled my contract with them.
Final Business Response /* (4000, 18, 2014/09/26) */
Customer: [redacted]

In regards to customer XXXXXXX, our record indicates the following:
Responding to Customer Rebuttal:
SAFE Security has honor Mrs. [redacted] request to cancel effective 9/30/14 which is the end of the initial term.
There are no payments due at this time. All payments have been received and posted to the account.
After reviewing our records, SAFE Security shows this account will be closed 9/30/14.

Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed.
Thank you
[redacted]
Premier Supervisor
Final Consumer Response /* (4200, 22, 2014/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They r still sending me bills they have not cancelled me they say they r but I don't believe that as I have had nothing but problems with them since day 1 they never sent anyone out to fix my alarm it has not worked in 3 years but yet I had to keep paying it. I would like my money back. They r also not good with promises I want everyone to know how unprofessional they are. Thanks

Initial Business Response /* (1000, 10, 2014/07/10) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, [redacted], our records indicate the following:
On 3/3/14 Mr. [redacted] called in requesting a service call to...

replace his touch pad. Three days later Mr. [redacted] called back upset that the dealer had not contacted him to schedule service and stated he wanted to cancel his account with SAFE Security.
SAFE employee explained what was needed to cancel his account. She explained he was on a month to month and his balance of contract was $94.98 if he sent in his signed cancellation letter by 4/30/14. If the cancellation letter was received in May the amount owed would be $134.97.
She made every attempt to save this customer. She offered to lower his monthly rate, perform the service call at no charge, and give him (2) months of free monitoring, but Mr. [redacted] declined.
On 5/29/14 SAFE received Mr. [redacted]'s cancellation letter.
SAFE Security will honor Mr. [redacted]'s request to cancel provided he pay the remaining balance of contract in the amount of $134.97.
Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday, 6:00 AM to 5:00 PM, Pacific time to advise us how our customer would like to proceed.
Thank you,
[redacted]
Service Dispatch Supervisor
Initial Consumer Rebuttal /* (3000, 12, 2014/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
ican see it does,not do any good to keep this upso iaint going to drop the whole thing iam glad no onebroke into my house because that would had been my fault toso I guessi will just pay up
Final Business Response /* (4000, 14, 2014/07/28) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our records indicate the following:
SAFE received Mr. [redacted]'s cancellation letter on 06/04/2014.
We have stopped the billing as of 06/30/2014.
SAFE will honor Mr. [redacted]'s request to cancel his service.
SAFE has received the Simon XT touchpad back.
SAFE will be issuing a refund to Mr. [redacted] in the amount of $244.98 ($150.00 for touchpad & $94.98 overpayment on acct.).
Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday to advise us how our customer would like to proceed.
Thank you,
[redacted]
Service Dispatch Supervisor

Please do not sign up with this safe Security stick to ADT. This company is not a great choice. The Sales Reps are not knowledgeable or just seeking sales. My GRANDMOTHER was charged even after canceling the account. Unfortunately, the sales agent and customer service reps failed to do their job or inform the customer. Calling this company will lead to a hold time of ten minutes or more. Please do not sign up with this safe Security stick to ADT.

[redacted]
LETTER-SPACING: normal'> 
Re: Account# [redacted]
Complaint# [redacted]
Customer: [redacted] & [redacted]
 
We are in receipt of the written complaint regarding account #[redacted] have listed our response below to address the statements within the complaint and provided our
resolution.
 
* SAFE Security has honored [redacted] & [redacted]’s request to cancel services and the account reflects a zero balance. A copy of this letter has been sent to the
customer for confirmation.
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 5:00 PM, Pacific Standard Time.
 
Sincerely,
 
[redacted]
SAFE Security
[redacted]

Initial Business Response /* (1000, 5, 2014/03/31) */
Account Number: XXXXXXX
Customer: Klaus [redacted]
In regards to customer XXXXXXX, our record indicate the following:
SAFE Security will honor customers request to cancel their account immediately
SAFE has also...

credited account for the $25 trip charge, and removal of the charges for March, April and May.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if you have any questions
Initial Consumer Rebuttal /* (2000, 7, 2014/04/04) */
To whom it may concern;

Thank you very much for your support of my complaint. I am satisfied with the business' response. There is no further action requested at this time.

Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/08/25) */
Date: August 22, 2014
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired (purchased) the security agreement from Pinnacle Security on 2/4/13.
Contract Terms:...

07/2009, 3years, auto renewal monthly, unless cancelled in writing no less than 30 days prior to end of the contract term.
On 2/24/14, customer contacted SAFE Security and stated that he sent a cancellation letter a 1 year ago. Customer was advised at that time, the SAFE Security has not received the cancellation letter. Customer was asked to send in fax confirmation page. Customer stated that he did not have it. Customer was then advised to send in cancellation letter, however customer refused.
As of today, SAFE Security has not received a cancellation letter from the customer.
On 12/23/13, customer contracted SAFE Security and stated that he sent a cancellation letter the prior month. Customer was advised to send proof to SAFE Security that the cancellation letter was sent in November 2013 as SAFE Security did not have a cancellation letter on file for the customer.
On 3/13/14, the account was cancelled for non- payment.
On 4/4/14, the account was sent to Collection Agency Hillcrest, Davidson and Associates.
To resolve this issue the customer must the balance of contract payment in the amount of $249.95 to Hillcrest Davidson and Associates.
Until such time balance of contract payment is received by Hillcrest, Davidson and Associates, customer will be held to the contract terms.
Thank you.

[redacted]
Collection Manager
Safe Security
Tel: XXXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are inaccuracies in the summary provided by Safe Security. First, I sent the letter attached to this complaint on 3/20/13. Second, I did not say on 12/23/13 that I sent the letter the prior month. I only ever claimed to send the letter on 3/20/13. The letter was sent on the date that I sent it. I will not send it again because that implies that I never sent it. The alarm system has not been activated since March of 2013, so Safe Security has provided no service other than illegitimate harassment since then. It is ridiculous to expect a customer to pay for inactive service that we cancelled per instructions on 3/20/13. A company with policies like this should not be allowed to continue business without repercussions.
Final Business Response /* (4000, 9, 2014/08/29) */
Date: August 29, 2014
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal response dated 8/26/14.
In reviewing the transferred account documentation from Pinnacle, there are no notes from Pinnacle Security stating a cancellation letter was received from the customer.
SAFE Security is standing by its original response dated 8/25/14.
SAFE Security acquired (purchased) the security agreement from Pinnacle Security on 2/4/13.
Contract Terms: 07/2009, 3years, auto renewal monthly, unless cancelled in writing no less than 30 days prior to end of the contract term.
On 12/23/13, customer contracted SAFE Security and stated that he sent a cancellation letter the prior month. Customer was advised to send proof to SAFE Security that the cancellation letter was sent in November 2013 as SAFE Security did not have a cancellation letter on file for the customer. \
On 2/24/14, customer contacted SAFE Security and stated that he sent a cancellation letter a 1 year ago. Customer was advised at that time, the SAFE Security has not received the cancellation letter. Customer was asked to send in fax confirmation page. Customer stated that he did not have it. Customer was then advised to send in cancellation letter, however customer refused.
On 3/13/14, the account was cancelled for non- payment.
On 4/4/14, the account was sent to Collection Agency Hillcrest, Davidson and Associates.
As of today, SAFE Security has not received a cancellation letter from the customer.
To resolve this issue the customer must the balance of contract payment in the amount of $249.95 to Hillcrest Davidson and Associates.
Until such time balance of contract payment is received by Hillcrest, Davidson and Associates, customer will be held to the contract terms.
Thank you.

[redacted]
Collection Manager
Safe Security
Tel: XXXX-XXX-XXXX
Final Consumer Response /* (4200, 13, 2014/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Safe Security provided no service after the cancellation date of 3/20/2013 and therefore it is both unethical and illogical to suggest that I as the customer owe them any money after this point. I do not accept Safe Security's response. Such business practices should not be sanctioned by the Revdex.com.

Initial Business Response /* (1000, 5, 2014/08/08) */
To: [redacted] & A. [redacted]
Subject: Balance of Account
Date: 8/8/2014
No monies are owed by the customer.
Thank you,
[redacted]
Customer Care Supervisor

Initial Business Response /* (1000, 6, 2015/06/29) */
Customer: [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
· SAFE is contacting this customer by telephone to resolve.
Please feel free to contact us at (XXX)...

XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if you have any further questions.
Thank you,
[redacted]
Customer Care Manager

[redacted]
 
 
Re: Account #: [redacted]
Case#: [redacted]
Customer: [redacted]
 
 
We are responding to the most recent message from consumer [redacted].
 
As we previously stated, Ms. [redacted] is in the initial terms of the 36month contract that was signed in [redacted] Although the initial terms expire in [redacted]
[redacted], we are willing to release the customer upon receipt of the final payment of $[redacted] We still have not received the final payment of [redacted] that is needed to close the
account.
 
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583

Complaint: [redacted]I am rejecting this response because:
Due to Safe Security's subpar customer service in regards to scheduling (there is not even a technician in the state of [redacted] who even services their equipment and I was forced to either wait OVER ONE MONTH to get someone to service their equipment (and to this day STILL have not been contacted by ANY technician within the last month; also, NO TWO PEOPLE who work at Safe Security will give the same information regarding the service plan attached to this account) or contact an outside provider to get this alarm serviced before my vacation, not only will Safe Security need to release me from the contract (with an effective date of [redacted]), but they will also need to take care of the [redacted] balance (since I had to pay over [redacted] to get this alarm serviced).
This relationship needs to be terminated effective [redacted] with the remaining balance covered by Safe Security.  The invoice is attached.
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/30) */
In regards to customer XXXXXXX, our record indicates the following:
· On May 3, 2007 [redacted] signed a contract with Pinnacle Security, LLC, for the initial term of 36 months. [redacted] renewed the contract April 7, XXXXXX....

This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than30 days prior to the end of the their current term.

· SAFE Security will not honor [redacted]'s request to cancel.

· SAFE Security has yet to receive [redacted]'s cancellation letter.

· Spoke with Kristacia Heyward 04/29/2015 who stated that she will not make payments on the account.

· SAFE Security goal is to resolve your concern in a timely matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have mailed the company a letter of cancelation several times beginning at the end of December and in January. I have a copy of one of the emails. On April 30th 2015. I faxed the company a copy of my letter of cancellation that I sent in after speaking with a representative to the company .
Final Business Response /* (4000, 9, 2015/05/06) */
In regards to customer XXXXXXX, our record indicates the following:
* On May 3, 2007 [redacted] signed a contract with Pinnacle Security, LLC, for the initial term of 36 months. [redacted] renewed the contract April 7, XXXXXX. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than30 days prior to the end of the their current term.

* SAFE Security will not honor [redacted]'s request to cancel.

* SAFE Security has yet to receive [redacted]'s cancellation letter.

* SAFE Security record show that attempts to reach Ms. [redacted] on Dec 18th, 19th, 22nd, 23rd, 26th and 29th, 2014 when customer stated that she had acquired service with another service provider.

* SAFE Security records show that [redacted] called in on 12/12/2014 (Friday) requesting service and Tech Force Service Dealer was dispatched 12/16/2014 (Tuesday). [redacted] did not respond to calls and did not call back until 12/29/2014 to cancel service .

* Spoke with [redacted] 04/28/2015 who stated that she will not make payments on the account.

* SAFE Security goal is to resolve your concern in a timely matter.
Final Consumer Response /* (4200, 11, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed the company a cancelation letter. I have also faxed a cancelation letter. My cell phone records do not show any calls from this company. I also have a confirmation that the fax was sent.
I am not satisfied with this company . They are lying