Safe Touch Security

The branch Manager is reaching out to Mr. [redacted] for resolution.

It is a courtesy call at that stage. No "[redacted]" practices are used. As stated; a friendly reminder.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The purpose of my calls to Safe touch were to complain about unwanted contract extension and defective equipment, to which neither was corrected.  I do not recollect them ever trying to wave anything nor extend contract.  Had I received any notification indicating their intent to work with me and correct the issues I would probably still be a customer.
Regards,
[redacted]

Safetouch has contacted Ms. [redacted] and her tenant.  An appointment is being scheduled. With each new change of phone service an appointment will be required.  If they use the same phone service then charges do not apply. 
 
Thank you
[redacted]

Due to the age of the recording, it is no longer available. The call would have been transcribed. Better than a phone conversation is the actual written document that was not disputed. You were provided with the Security Agreement that you signed stating all terms acceptable. All Customer's, by Law, have a three day right of refusal.  You deemed the terms acceptable by not disputing what you signed at the time. Now, if you would like to discuss why you wish to cancel, oppose to claiming we are deceitful; which when everything is provided in writing this is not deceit, it is full disclosure. You chose not to read what you were signing... What can I actually help you with?

Safetouch Security has reviewed your account and closed the account in good standing at no charge. Safetouch Security appreciates your business and I am sorry you felt mistreated.Sincerely,[redacted]

Safetouch Security provided Ms. [redacted] with the copy of the original signed agreement. Nothing left out, All clearly written on the front of the agreement. Ms. [redacted] did not submit anything in writing requesting cancellation, the account continued to invoice. Ms. [redacted] signed up for service March 2011. This initial 3 years would have ended March 2014. Ms. [redacted] requested services from Safetouch Service in May 2014 to update information on her account. In July 2014 the automatic payment was returned. August 2014 Safetouch discussed the past due balance and because Safetouch would not waive the late fees Ms. [redacted] advised she wished to cancel the account. Ms. [redacted] continued to use the service without payment. The last signal being November 2014Ms. [redacted] is responsible for payment until March 2016. Ms. [redacted] file has been accelerated due to non payment. With the past due payment of $342.86 the account can be reactivated until the end of the agreement. No further options are available.Karrie Gabriel

Mr. [redacted],Safetouch Security has provided the Schedule C with your initials and signature which says, you the Customer will provide a means of communication for monitoring. Based on the time you have been with Safetouch Security we will accept an "early termination fee of $50.00 to close the...

account in good standing.Sincerely,[redacted]

Mr. [redacted],I have reviewed the account and listened to the recorded calls. On April 9, 2015 you requested the account be reactivated because you advised the account should not have been closed. The account was reactivated and the billing was placed back on the account. Nicole Sinnott called on the...

same day and left a message and did not receive a call back to discuss the upgrade. The account continued to invoice without payment causing the account to forward to collections. Being that your request to reactivate was recorded you would be responsible for the past due balance. You have been a Customer since 1999; Safetouch Security obviously does not want to loose you as a Customer. Have you changed services? Safetouch Security would rather remove the balance on your account and have the services activated. Please advise and I will have Nicole contact you to discuss.Sincerely,[redacted] you may email me directly at [email protected]

The Representative did advise Mr. [redacted] the agreement is for a period of 3 years as written. Section 4 indicates after the initial 36 months the account will invoice for $24.95 + tax for the remainder of the agreement, as it would continue without written request, as indicated in section...

5.
 
Safetouch Security has received and accepted the request to go month to month.
 
Sincerely,
 
[redacted]

Safetouch Security has reviewed your account. Because of the length of time you have been a Safetouch customer I will be happy to reinstate your account for the past due balance. Please pay the $183.18 promptly and the account will be reactivated. In the future, I would recommend being on what...

we call PACS (automatic draft payment through us). At the time the payment is made please request for the form to be completed. Sincerely,[redacted]

Safetouch Security has reviewed the file of Mr. [redacted] It does not appear Mr. [redacted] was dissatisfied with the service until he was advised of the term as 5 years. Safetouch Security does not wish to lose Mr. [redacted] as a customer. We would be happy to adjust the terms to a month to month basic to...

continue service. The month to month does require a 60 day written notice.
 
The file will be notated as such and hope to continue monitoring your home. Please email directly if you have further questions.
 
Sincerely,
 
[redacted]
m

Upon review, this account has been closed in good standing.Sincerely,[redacted]

All is true and as written on your agreement.  It clearly states cancellation requests must be in writing. The account was canceled as you requested prior to your complaint.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Mr. [redacted], Safetouch Security has reviewed your account. We apologize if you do not feel you are receiving proper Customer Service. Safetouch Security's works very hard to provide the best Customer Service possible. On August 15 the ledger billing information you requested was emailed to...

you and I am going to provide the notations from the billing department to show what you are looking at.I have reviewed the account and I can assure the billing on the next cycle will be correct. Safetouch Security thanks you for your patients! Most Sincerely,[redacted]

The information Mr. [redacted] is providing is not factual. On September  2, 2014 Mr. [redacted] spoke with the cancellation department to advise he would be moving out of state. Safetouch Security does not have a "move clause" but agreed with proof of move and $75.00 the account would be closed in...

good standing. The agreement term is for a period of 5 years and the Customer would be closing out 2 years early.Mr. [redacted] provided the proof of move and provided the credit card information for the $75.00 and the account was closed in good standing. Mr. [redacted] was emailed a copy of the agreement, which he reviewed and then Mr. [redacted] placed a dispute with his credit card company. By doing so, this reversed the cancellation as unresolved and the account was reactivated.The agreement, as signed and agreed to does not end until August 2016 and will continue to invoice until previously resolved. Mr. [redacted] is responsible for the remainder of the agreement. Without receipt of the $75.00 agreed upon amount the account will remain open. Sincerely,[redacted]

Ms. [redacted], I am going to change my mind and agree with you. I'm sure you will agree this doesn't happen often when it comes to money but I feel it is the right thing to do. Please email me directly with your mailing address and I will forward the payment. Most sincerly,[redacted]

I will close your account and remove any amount due.Sincerely,[redacted]Happy New Year

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I bought this house and part of the purchase is the installed and paid for security system. I do not want monitoring by any company, I simply want to be able to set the alarm to alert us if we are home for intrusion, smoke & fire warning. I will be happy to set my own security code. I don't want anyone's secrets or secret codes. I will be happy to pay for a service call to be able to set my own code for this system to be used in my home. This is purchased and installed equipment in my own house that is paid for.
Regards,
[redacted]