Initial Business Response / [redacted] (1000, 10, 2016/05/06) */ This letter is in response to the request from the Revdex.com to explain the chain of events related to the complaint filed by Mr [redacted] Our cancelation procedure is as follows: Customer must provide us with days' notice prior to cancelation (which Mr [redacted] did)After the days has expired, we start the cancelation process which happens during business hoursThis cancelation procedure normally takes 24-hours to completeThis includes everything from cancelation with our central station, closing out accounting (to make sure the account is paid current) to cancelation of any GSM servicesThe Alarm.com cancel/release only happens after the rest of the cancelation procedures are completeMr***'s account followed that procedure, and the module was release within that 24-process (even though he had an outstanding balance on his account)With that being said, nowhere does it state or do we "guarantee" the time frame of cancelationReleasing the Alarm.com module is done by Alarm.com when we complete the cancelation procedures including the cancelation of the Alarm.com Account At no time did Safe-T indicate a specific time that the Alarm.com module would be released other than (as Mr [redacted] himself quoted) "The alarm.com module will be released once cancellation is complete" This unnecessary delay, entirely caused by Safe-TSecurity, has cost me more than $in service technician fees and additional time off of work I am not sure of what the $in "service technician fees" are Mr***'s entire system was not installed by Safe-T SecuritySafe-T Security only installed/replaced the existing main control panel and keypads (arming stations)All of the protection devices were previously installed (by others)Safe-T only warranties parts that we install and cannot guarantee existing parts will not have issues going forwardAll customers are made aware of this and it is their option to replace any equipment in order for it to be covered in our one year parts and labor warrantyMr***'s system did not "false" due to "programming issues"Alarm systems due to protection devices like door/window sensors and or motion sensors Safe-T Security cannot be held responsible for falsing devices on alarm systems especially if we did not install the devices The issue with the "arming through Alarm.com" was due to the fact that Mr [redacted] was trying to arm the system with devices that were not set (opened or faulted)This is an option in programming that Alarm.com can "auto bypass" any faulted zones which we only program upon customers request, which as Mr [redacted] stated, we went back out to the house (at no charge) to make this change There is no issue with "miss-named devicesSafe-T Security programs names of devices according to what the Tech's relate them toIf the customer wants these changed, that can be done, which again as he stated, we went out (at no charge) to make these changes Mr [redacted] cannot dictate which Safe-T security employee needs to be "involved" in his "issues" Safe-T Security has highly qualified people in place that are capable of handling these issues and in Mr***'s case, they were ALL management level employeesMr [redacted] was also incorrect that he never had any contact from [redacted] , PresidentThe Following is a copy of the email sent on Mon 4/4/XXXX X:XX PM ***, I apologize if you feel like you were "slighted" in your cancelation process Let me assure you our cancelation procedure has been the same for every customer for over years as was explained to you in previous emails and phone conversations We only process cancelations during business hoursAfter the account cancelation is complete, then the alarm.com module gets canceled/released, which is normally within 24-hours later, again during regular business hours In order for us to cancel the Alarm.com module, we always first complete all of our central station cancelation procedures and paperworkIn order to complete that process, before we cancel/release any [redacted] GSM communicators, the account must be completely closed which includes the account being paid in full on any outstanding balanceIn your case, we did cancel the alarm.com service prior to your outstanding balance being paid in full We also did not make you accountable for the complete outstanding balance which should be the annual contact balance of $Your contract terms (that you selected) were annual and because your cancelation was one month into the contract term, the entire amount should have been dueWe in fact did not hold you accountable for this amount, only the one month over your last term, which is still outstanding I am not sending this email for any other purpose than to explain to you our account cancelation procedures and to assure you in no way did we deviate from our procedure (that wasn't in your best interest) I you paid "$in Technician fees", that was your choice to do prior to the account cancelation process being complete Again I apologize if you feel you were inconvenienced in anyway based on our standard cancelation procedures Respectfully, [redacted] I will also be investigating whether a California Contractors License was needed to complete the installationAccording to the Contractor's State License Board, Safe-T Security did not have a license registered at the time of installation Because there was no contractor's license, I will investigate whether the installation falls under California Business and Professions Code, section which limits all sale and installation costs $My alarm purchase and installation total exceeded this amount Safe-T is and has held the required business license(s) for over years Valid and current license by the Department of Consumer Affairs Bureau of Security and Investigative Services ACO Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, My complaint is that Safe-T Security repeatedly acknowledged my request to cancel service and release the Alarm.com module on a specific date and time, however, they did NOT release the Alarm.com module until days later preventing my new alarm company from being able to complete the installation as scheduledThis delay resulted in additional costsThe $settlement is cover the costs associated by Safe-T Security not honoring their agreement to release my Alarm.com module on the date and time agreed Below are a few corrections on the many misrepresentations made by Safe-T Security: 1) Safe-T Security's cancellation policy is not posted on the webpage, not included in the customer agreement, and not explained to customers when directly asked over the phone or by email 2) My "outstanding balance" was the amount I was charged after my service was cancelled at the end of day noticeTo be clear, I asked separate times in email and over the phone for this amount so I could pay in advanceOn all occasions, Safe-T Security refused to provide my balance saying the total would be generated after the account was closedAll other balances were paid in full at the time of the installation, including year of prepaid serviceHere are the dates and times of the emails exchanged with Safe-T Security requesting any outstanding balances due prior to my cancellation being processed Mon, Feb 29, at 2:PM - I wrote in my cancellation email: "Please confirm receipt of this notice and advise the prorated amount so I may authorize payment." Tue, Mar 22, at 9:AM - I wrote "What is my final balance and when is it due? Thank you, ***" Wed, Mar 23, at 1:PM - When I did not get a response, I sent a follemail asking for my balance, "Hello, Can you please let me know when the information below will be available? ***" Wed, Mar 23, at 2:PM - Safe-T Security wrote, "Hello ***, We will be sending confirmation of cancellation as well as any final invoices once the cancellation is processedThank you and have a great day! Best regards, Customer Service Safe-T Security" Wed, Mar 23, at 5:PM - In an effort to ensure my alarm.com module would be on the date requested, I sent a follemail to Safe-T Security regarding payment "Please provide an estimate of charges and the anticipated due date? Also, I would like written confirmation the alarm.com module will be released on the cancellation date even though the final payment may not yet be received by safe-T securityThank you, ***" Thu, Mar 24, at 3:PM - When I did not get a response, I sent a follemail asking for confirmation that my Alarm.com module would be released"Yesterday, in response to my final invoice being generated after my cancellation date, I sent the following email asking for confirmation and have not received a response from Safe-TSecurity [redacted] ***" Thu, Mar 24, at 4:PM- In response to my additional request for confirmation that the Alarm.com module would be released on the date/time specifed, Safe-T Security wrote "Hello ***, As per our previous email , once the cancellation has been processed on the date you requested you will receive a confirmation as well as any invoices due on the accountThe alarm.com module will be released once cancellation is completeThank you and have a great day! Best regards, Customer Service Safe-T Security" 3) In my cancellation email, I specified an exact date and time that I wanted to cancel my serviceIn their reply to me, they accepted my date and time and DID NOT explain their undocumented cancellation policyOver the next month, I exchanged emails with Safe-T Security and at no time did they specify their official cancellation policyIn fact, on several occasions they specified my service would be canceled and my Alarm.com module released on the date I listed in my cancellation email Mon, Feb 29, at 2:PM - I sent my cancellation email which specified that my Alarm.com module should be released and available for reassignment"Hello, Customer ID: , Per my telephone conversation with Safe-TSecurity on February 24, at 2:38pm, I am ending my alarm monitoring commitment with Safe-TSecurity effective of March 30, at 11:59pmAt the same date and time, the Alarm.com module should also be released and available for reassignmentPlease confirm receipt of this notice and advise the prorated amount so I may authorize paymentThank you, [redacted] ***" Tue, Mar 1, at 9:AM - In response to my notice of cancellation, Safe-T Security wrote "Hello ***, We are in receipt of your request to cancel servicesOnce the cancellation has been processed on the effective date provided you will receive confirmationThank you and have a wonderful day! Best regards, Customer Service Safe-T Security" There is NO mention of their cancellation policy OR of the 24-hour delay 4) The alarm controller (aka the brain) was provided, installed, programmed, and warranted by Safe-T SecurityThey also installed and programmed all window sensorsThe alarms were caused when a window with a sensor was left open and the alarm was armed through the alarm.com app or websiteIf the system was programmed correctly, the "bypass" checkbox would allow the home to be armed while bypassing [redacted] open sensors (windows)This never worked and several Safe-T Security technicians could not fix the issueAlarm.com technicians and Interlogix technicians attempted to coach Safe-T Security how to fix the issue, however, Safe-T Security was unsuccessful causing this key functionality (remote arming) to be unavailable to meWhen my new alarm company installer reprogrammed the alarm, he quickly fixed the bypass [redacted] and now I can remotely arm while using the bypass [redacted] The owner's email contains many incorrect statements and when I responded with the following (sent twice over two days), he never wrote me back: Sent Mon, Apr 4, at 8:PM and Tue, Apr 5, at 3:PM "Hello ***, In an effort to amicably resolve this matter, I have questions about your emailYou wrote: "Let me assure you our cancelation procedure has been the same for every customer for over years as was explained to you in previous emails and phone conversationsPlease share any other email to me in which Safe-TSecurity explained it's Cancellation policy? Are telephone calls to Safe-TSecurity recorded? Do you have any email referencing my cancellation in which Safe-TSecurity stated that the Alarm.com module would not be released on March 30, at 11:59pm? Thank you in advance for your answers, [redacted] ***"
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12339063, and find that this resolution is satisfactory to me Yes safe-t security took care of problem within a weekvery satisfied and Simon and Diego from service dept are wonderful
We wanted to clear up this complaint Mr [redacted] did call in Friday 8/18/and left a message when our service manager was not available He call was not returned that day cause our service manager did leave for an unexpected emergency We do have records he called and yelled at our receptionist as well that Friday Monday he was called back and from what the service manager said he had no complaints and made an appointment and the service was done and completed to his satisfaction on 8/29/
Initial Business Response / [redacted] (1000, 10, 2016/05/06) */ This letter is in response to the request from the Revdex.com to explain the chain of events related to the complaint filed by Mr [redacted] Our cancelation procedure is as follows: Customer must provide us with days' notice prior to cancelation (which Mr [redacted] did)After the days has expired, we start the cancelation process which happens during business hoursThis cancelation procedure normally takes 24-hours to completeThis includes everything from cancelation with our central station, closing out accounting (to make sure the account is paid current) to cancelation of any GSM servicesThe Alarm.com cancel/release only happens after the rest of the cancelation procedures are completeMr***'s account followed that procedure, and the module was release within that 24-process (even though he had an outstanding balance on his account)With that being said, nowhere does it state or do we "guarantee" the time frame of cancelationReleasing the Alarm.com module is done by Alarm.com when we complete the cancelation procedures including the cancelation of the Alarm.com Account At no time did Safe-T indicate a specific time that the Alarm.com module would be released other than (as Mr [redacted] himself quoted) "The alarm.com module will be released once cancellation is complete" This unnecessary delay, entirely caused by Safe-TSecurity, has cost me more than $in service technician fees and additional time off of work I am not sure of what the $in "service technician fees" are Mr***'s entire system was not installed by Safe-T SecuritySafe-T Security only installed/replaced the existing main control panel and keypads (arming stations)All of the protection devices were previously installed (by others)Safe-T only warranties parts that we install and cannot guarantee existing parts will not have issues going forwardAll customers are made aware of this and it is their option to replace any equipment in order for it to be covered in our one year parts and labor warrantyMr***'s system did not "false" due to "programming issues"Alarm systems due to protection devices like door/window sensors and or motion sensors Safe-T Security cannot be held responsible for falsing devices on alarm systems especially if we did not install the devices The issue with the "arming through Alarm.com" was due to the fact that Mr [redacted] was trying to arm the system with devices that were not set (opened or faulted)This is an option in programming that Alarm.com can "auto bypass" any faulted zones which we only program upon customers request, which as Mr [redacted] stated, we went back out to the house (at no charge) to make this change There is no issue with "miss-named devicesSafe-T Security programs names of devices according to what the Tech's relate them toIf the customer wants these changed, that can be done, which again as he stated, we went out (at no charge) to make these changes Mr [redacted] cannot dictate which Safe-T security employee needs to be "involved" in his "issues" Safe-T Security has highly qualified people in place that are capable of handling these issues and in Mr***'s case, they were ALL management level employeesMr [redacted] was also incorrect that he never had any contact from [redacted] , PresidentThe Following is a copy of the email sent on Mon 4/4/XXXX X:XX PM ***, I apologize if you feel like you were "slighted" in your cancelation process Let me assure you our cancelation procedure has been the same for every customer for over years as was explained to you in previous emails and phone conversations We only process cancelations during business hoursAfter the account cancelation is complete, then the alarm.com module gets canceled/released, which is normally within 24-hours later, again during regular business hours In order for us to cancel the Alarm.com module, we always first complete all of our central station cancelation procedures and paperworkIn order to complete that process, before we cancel/release any [redacted] GSM communicators, the account must be completely closed which includes the account being paid in full on any outstanding balanceIn your case, we did cancel the alarm.com service prior to your outstanding balance being paid in full We also did not make you accountable for the complete outstanding balance which should be the annual contact balance of $Your contract terms (that you selected) were annual and because your cancelation was one month into the contract term, the entire amount should have been dueWe in fact did not hold you accountable for this amount, only the one month over your last term, which is still outstanding I am not sending this email for any other purpose than to explain to you our account cancelation procedures and to assure you in no way did we deviate from our procedure (that wasn't in your best interest) I you paid "$in Technician fees", that was your choice to do prior to the account cancelation process being complete Again I apologize if you feel you were inconvenienced in anyway based on our standard cancelation procedures Respectfully, [redacted] I will also be investigating whether a California Contractors License was needed to complete the installationAccording to the Contractor's State License Board, Safe-T Security did not have a license registered at the time of installation Because there was no contractor's license, I will investigate whether the installation falls under California Business and Professions Code, section which limits all sale and installation costs $My alarm purchase and installation total exceeded this amount Safe-T is and has held the required business license(s) for over years Valid and current license by the Department of Consumer Affairs Bureau of Security and Investigative Services ACO Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hello, My complaint is that Safe-T Security repeatedly acknowledged my request to cancel service and release the Alarm.com module on a specific date and time, however, they did NOT release the Alarm.com module until days later preventing my new alarm company from being able to complete the installation as scheduledThis delay resulted in additional costsThe $settlement is cover the costs associated by Safe-T Security not honoring their agreement to release my Alarm.com module on the date and time agreed Below are a few corrections on the many misrepresentations made by Safe-T Security: 1) Safe-T Security's cancellation policy is not posted on the webpage, not included in the customer agreement, and not explained to customers when directly asked over the phone or by email 2) My "outstanding balance" was the amount I was charged after my service was cancelled at the end of day noticeTo be clear, I asked separate times in email and over the phone for this amount so I could pay in advanceOn all occasions, Safe-T Security refused to provide my balance saying the total would be generated after the account was closedAll other balances were paid in full at the time of the installation, including year of prepaid serviceHere are the dates and times of the emails exchanged with Safe-T Security requesting any outstanding balances due prior to my cancellation being processed Mon, Feb 29, at 2:PM - I wrote in my cancellation email: "Please confirm receipt of this notice and advise the prorated amount so I may authorize payment." Tue, Mar 22, at 9:AM - I wrote "What is my final balance and when is it due? Thank you, ***" Wed, Mar 23, at 1:PM - When I did not get a response, I sent a follemail asking for my balance, "Hello, Can you please let me know when the information below will be available? ***" Wed, Mar 23, at 2:PM - Safe-T Security wrote, "Hello ***, We will be sending confirmation of cancellation as well as any final invoices once the cancellation is processedThank you and have a great day! Best regards, Customer Service Safe-T Security" Wed, Mar 23, at 5:PM - In an effort to ensure my alarm.com module would be on the date requested, I sent a follemail to Safe-T Security regarding payment "Please provide an estimate of charges and the anticipated due date? Also, I would like written confirmation the alarm.com module will be released on the cancellation date even though the final payment may not yet be received by safe-T securityThank you, ***" Thu, Mar 24, at 3:PM - When I did not get a response, I sent a follemail asking for confirmation that my Alarm.com module would be released"Yesterday, in response to my final invoice being generated after my cancellation date, I sent the following email asking for confirmation and have not received a response from Safe-TSecurity [redacted] ***" Thu, Mar 24, at 4:PM- In response to my additional request for confirmation that the Alarm.com module would be released on the date/time specifed, Safe-T Security wrote "Hello ***, As per our previous email , once the cancellation has been processed on the date you requested you will receive a confirmation as well as any invoices due on the accountThe alarm.com module will be released once cancellation is completeThank you and have a great day! Best regards, Customer Service Safe-T Security" 3) In my cancellation email, I specified an exact date and time that I wanted to cancel my serviceIn their reply to me, they accepted my date and time and DID NOT explain their undocumented cancellation policyOver the next month, I exchanged emails with Safe-T Security and at no time did they specify their official cancellation policyIn fact, on several occasions they specified my service would be canceled and my Alarm.com module released on the date I listed in my cancellation email Mon, Feb 29, at 2:PM - I sent my cancellation email which specified that my Alarm.com module should be released and available for reassignment"Hello, Customer ID: , Per my telephone conversation with Safe-TSecurity on February 24, at 2:38pm, I am ending my alarm monitoring commitment with Safe-TSecurity effective of March 30, at 11:59pmAt the same date and time, the Alarm.com module should also be released and available for reassignmentPlease confirm receipt of this notice and advise the prorated amount so I may authorize paymentThank you, [redacted] ***" Tue, Mar 1, at 9:AM - In response to my notice of cancellation, Safe-T Security wrote "Hello ***, We are in receipt of your request to cancel servicesOnce the cancellation has been processed on the effective date provided you will receive confirmationThank you and have a wonderful day! Best regards, Customer Service Safe-T Security" There is NO mention of their cancellation policy OR of the 24-hour delay 4) The alarm controller (aka the brain) was provided, installed, programmed, and warranted by Safe-T SecurityThey also installed and programmed all window sensorsThe alarms were caused when a window with a sensor was left open and the alarm was armed through the alarm.com app or websiteIf the system was programmed correctly, the "bypass" checkbox would allow the home to be armed while bypassing [redacted] open sensors (windows)This never worked and several Safe-T Security technicians could not fix the issueAlarm.com technicians and Interlogix technicians attempted to coach Safe-T Security how to fix the issue, however, Safe-T Security was unsuccessful causing this key functionality (remote arming) to be unavailable to meWhen my new alarm company installer reprogrammed the alarm, he quickly fixed the bypass [redacted] and now I can remotely arm while using the bypass [redacted] The owner's email contains many incorrect statements and when I responded with the following (sent twice over two days), he never wrote me back: Sent Mon, Apr 4, at 8:PM and Tue, Apr 5, at 3:PM "Hello ***, In an effort to amicably resolve this matter, I have questions about your emailYou wrote: "Let me assure you our cancelation procedure has been the same for every customer for over years as was explained to you in previous emails and phone conversationsPlease share any other email to me in which Safe-TSecurity explained it's Cancellation policy? Are telephone calls to Safe-TSecurity recorded? Do you have any email referencing my cancellation in which Safe-TSecurity stated that the Alarm.com module would not be released on March 30, at 11:59pm? Thank you in advance for your answers, [redacted] ***"
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12339063, and find that this resolution is satisfactory to me Yes safe-t security took care of problem within a weekvery satisfied and Simon and Diego from service dept are wonderful
We wanted to clear up this complaint Mr [redacted] did call in Friday 8/18/and left a message when our service manager was not available He call was not returned that day cause our service manager did leave for an unexpected emergency We do have records he called and yelled at our receptionist as well that Friday Monday he was called back and from what the service manager said he had no complaints and made an appointment and the service was done and completed to his satisfaction on 8/29/