Safe Touch Security

Mr*** the account has been closedSafetouch Security stands by the agreement and this is followed in all cases

Mr***,You signed and agreed to the Security Agreement and all of it's contentsI am simply reiterating what you signed up forThe additional equipment is not a warranty item; which you already understand. Safetouch Security stands by what has already been discussed and explained on numerous occasions

As you can see from the attached file the agreement clearly shows the Ms*** would be paying $a month from the start and then after the initial months, for the remainder of the agreement the additional amount of $+ taxSection shows the term of the agreement as five yearsThis
information is on the front of the agreement and clearly written. Ms*** did not submit written notice until after the account went into renewalMs*** continued to use the service without making payment to the account and the account has since been accelerated for not payment.Ms*** is responsible for payment until March as agreed.*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I want a recording of the conversation where a year term was disclosed, not "system notes" which can say whatever they wantProvide the actual proof
Regards,
*** ***

Safetouch Security has reviewed Ms***'s complaint, the system history, notations and the signed Security AgreementThe following information was obtainedThe signed Security Agreement clearly states Ms*** prepaid for the system and monitoring for the initial years in the amount
of $The Agreement then states after the initial year term Ms*** agreed to the monthly monitoring fee of $+ taxes for the remainder of the agreementThe terms of the agreement is for a period of years unless written notice is received prior to the end of the initial termSafetouch Security did not receive written noticeThe Representative provided copies of all signed documents at the time of the saleIf Ms*** documents are different than ours then please provide for review.Safetouch Security includes a Lifetime Warranty on all systemsThis warranty covers any system related repairs at no chargeIf there is a problem with the system that the system or Safetouch Security did not cause, this is not covered under the warranty and a fee would apply. August 16, 2014 Ms*** called into the Service Department regarding the kitchen windowThe system was tested and advised to replace the missing contact there would be a charge of $for the contact and a $service fee (because the removal of contact was not caused by Safetouch)Ms*** advised the Representative she would call back to schedule a service callMs*** did not call back to schedule.April 19, and April 21, the Service Department was advised by Central Station that they had not been able to reach Ms*** in attempt to notify of kitchen contact issueWhen speaking with Ms*** she again did not wish to service but was interested in other system promotionsAt this point Ms*** was receiving invoices, which were disregarded and the account became delinquentSafetouch Security attempted to reach Ms*** on November and 29, due to DCI (collections) unable to reach and left messages that were unreturnedMs*** on December 19, did contact Customer Service after receiving a letter form CollectionsAt this time, the Customer chose to discuss the Service issues she began having in 2014.Ms*** paid the past due balance and discussed resolution for the service issuesSafetouch Security is not at fault for the service issues and does not wish to loose Ms*** as a Customer and offered to service the account at no charge with the purchase of the replacement contact to resolveSafetouch Security will reattach all contacts that have been removed and resolve any service issues. Please contact Customer Service to schedule an appointment ###-###-####Ms*** may also wish to submit a cancellation request for the file so the account does not auto renew in September 2018.Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Mr*** is correct that he purchased the security equipmentThe monthly payment drafting is for the monitoring of the camera systemThe agreement shows in Section 4, the monthly payment is $plus taxesThe automatic draft form was completed and authorized to draft by Mr*** for this
amount. If Mr*** has further questions he may contact Customer Service. Most Sincerely and THANK YOU for your Service! *** ***

Complaint: ***
I am rejecting this response because: Despite Safetouch Claim we DID NOT receive any letter either at our old home or here in ***. However, we have decided to let the matter drop as it is obvious that they (Safetouch) cannot be trusted and will say anything to justify their version of the truth. They are totally unprofessional and we do not want to deal with them any longer.Thank you for your assistance in this matter, but the outcome is as we expected we paid for a year and only used two months, if that
Regards,
*** ***

Safetouch Security has reviewed the agreement of Mr***Section indicates the sale of the home does not relieve the Client of the responsibility of the agreementSafetouch Security would like to continue providing services to Mr*** at his new home if the new home is not protected
With the installation of a transfer the current account will be closedSafetouch Security does have special offers for current Customer's. Please contact *** *** to discuss your options at *** *** ***

Safetouch Security has closed the account of Mr*** and submitted a refund for overpaymentMr*** was provided with incorrect information initially and we apologize for that. Thank you for your patients Mr***!Sincerely,*** ***

At no time were either of these issues discussed with Safetouch Security until after the factSafetouch Security provides documents that full explain warranty service and battery replacement is includedHad a battery issue been discussed prior to your purchase we would have come out at no charge

I have reviewed the account and MrSnow is coming to the end of his agreementSafetouch Security will accept a payment of $to close the account in good standing
Thank you,
*** ***

Complaint: ***Goo
I am rejecting this response because:The Safetouch security representative purposely misled me regarding the terms of the contract. She sold me a security system that was years prepaid with no further obligation. She was very, very clear on that. She even said should we choose to extend service beyond three years, that the optional $was month to month and could be cancelled at any time. Beginning in April 2014, Safetouch begin billing my credit card without my knowledge, consent, or any notification. A few months later , I received a bill in the mail saying I owed two months of service! I believe they engaged in deceptive business practices and did not sell me my system with good faith. (A quick *** search will show you that there are many of the same complaints where people are sold a year prepaid contract that they then try to make a year contract.) Additionally, the representative lied to me about the cost of the system and I was charged hundreds of dollars more than what is stated in the contract because Safetouch refused to complete the installation after I had pre-paid unless I paid them hundreds of dollars more. Safetouch has yet to explain why someone could come to my home, collect payment for three years of service, and then during installation they say I owe more to finish the installation outside of what was agreed on in the contract. They did not provide service as agreed upon in the contract so it is in violation of their contract, which according to their contract further allows me to cancel(See Home Solicitation Right of Cancellation) Yet, in order to complete the installation, they made me pay them hundreds of dollars more. Clearly, the representative, *** ***, of this company did a very poor job overall and was extremely deceptive in multiple ways. Additionally, the contract under section part (a) says that the company explained the full range of protection, equipment, and services They did not explain the services to me properly! Therefore they have violated their contract yet againSafetouch claims to have sent me a copy of the contract. They did not. Schedule A, B, and C and the back of the contract (See Additional Terms) are missing from the pdf they have attached. The finally sent me the first page of the contract after I called them frequently requesting it for a month after they refused to cancel service. They kept saying it would arrive any day. After a month of calling, they finally sent one page, but not the complete contract. They have not provided me with a full copy of the contract. Luckily, I found mine this past weekend.Their copy of the contract in the pdf is different that mine. My completed contract is from March 7, and the one they sent me is from March 10, 2011. I have one that says March 10, but it is mostly blank and does not match the one they sent. After I received my March 10th carbon copy, they must have added things to it, including raising the price by $199! I did not continue to use the service after receiving a bill/cancelling. I'll have to go back and check the exact date, but I can tell you exactly when I stopped using the service because I documented it. I did call and offer to pay for the service I had unknowingly used beyond the three years prior to cancelling even though they shouldn't have been billing me anyways. I didn't know the year contract had expired, but since I had used the service for an additional two months that had not been paid I offered to pay for it even though they should not have been billing me. However, they wanted to charge me a late fee. So on top of stealing money from my credit card they also want to charge me a late fee for an illegitimate bill they were not authorized to send? They wouldn't allow me to pay off just the two months balance or cancel service I stopped using the service afterwards once I received the first page of the contract. Furthermore, at $a month, the total account balance could not reasonably be $

The $that Safe Touch wants me to pay is for services they did provide to me, since I had already called the company to cancel the service and they did not tell me I needed to submit a written notice to cancel the service, they assured me the service would be cancelled in December and they failed to do so When I got the bill for $I called again and that is when they told me I should have read the fine print in my agreement where it stated that I needed to submit a written cancellation Couldn't they have told me that when I cancelled the first time? I feel they are taking advantage of all the people who don't read the fine print Their customer service representatives and company should be transparent to the consumer and give us the complete information.I haven't lived in the that house since October, but I still paid until December because I had a contract with them but I have not received any service from them since October Why should I have to pay for services I did not receive? And why are they so shady that they couldn't inform me of the written cancellation the first time I called back in December? I feel they are taking advantage of me by making me pay for services I clearly did not receive I even paid for extra months of service I wasn't getting because of the contract I had with them.This company is shady and wants to take advantage of the consumer If I would of read about all the claims against this company I would of never chosen them All I want is for me not to have to pay $of services I did NOT receive Simple.Thank you.*** ***
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Ms. [redacted]Upon reading your complaint and reviewing your agreement the Sales Representative explained exactly how it is written. The rate would stay the same. The terms and the rates are written on the front of the Agreement not the back. Safetouch Security is sympathetic to your situation and I...

know illness is stressful enough when topping that with additional financial burdens. You have fulfilled your initial term and you have never missed a payment and for that Safetouch will accept the payment that just drafted as cancellation and close the account in good standing.Sincerely,[redacted]

Mr. [redacted],Safetouch Security has agreed to remove the VIP monitoring. This is not a problem, however; the problem is, in order for the system to work as it is intended, a phone line would be required if you did not wish to use the equipment you now utilize. Magicjack is not a compatible/reliable...

means of communication.When the initial agreements were explained, you were advised in writing, an adequate means of communication must be provided. Please contact [redacted] Ms. [redacted] is familiar with your request and will be able to assist you further.Sincerely,Karrie Gabriel

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Safetouch Security has reviewed your account. As a one time offer I will accept the current balance due of $76.78 to close the account in good standing.The increase was caused from the cancellation of the automatic draft payments. You did not have a rate increase then June 2015 you started billing...

for monthly monitoring. I do not see where a request was made for a copy of the agreement but I will have one sent to the email address on file.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:1.) They have not provided a complete contract.  It is missing sections.2.) The Safetouch representative explained the contract differently to me.  She said it was prepaid and only 3 years even when specifically questioned further to clarify the terms of the contract.  I believe she acted in bad faith and with deceptive business practices.  I feel Safetouch Security is in violation of [redacted]'s Deceptive and Unfair Trade Practices.  I feel that I was purposely mislead because the Safetouch Security representative clarified the contract in what they are now saying is an untrue manner just to get me to do business with them.  A
quick [redacted] search of will show you that Safetouch has this exact
complaint (selling their service as a prepaid 3 year contract) from
numerous people over many years.  [redacted] also has the same
complaints and poor ratings about Safetouch Security.   Furthermore, at the time of install, the installation people refused to install sensors on all my windows until I paid hundreds of dollars more above what was listed on the contract and told to me by the Safetouch Representative who came to my home to discuss service and collect payment.  So not only did they charge me what was listed as the "total" on the contract, but they also charged me hundreds of dollars more at the time of install over and above what the contract/representative said. 3.) I did not continue to use the service after I received the first bill/contract and called to cancel.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Mrs. [redacted] is not stating anything that I did not already address. No one is denying that I had two faulty key fobs replaced. What Mrs. [redacted] is understating is Safetouch Security Warranty which warranties their equipment. I have trusted Safetouch and paid 42 months in advance for service, now when I have an issue with their Safetouch system, that they admit is on their equipment, they will not come and replace or warrant their equipment, although its already paid in advance. I have reached out to [redacted] in [redacted] after receiving their response today. I've spoken to a producer for [redacted] and he's looking into this situation. I've reached out to [redacted] and they've asked me if I'm willing to speak on camera and I told them yes and their [redacted] is working this story for me as well. I told them about the key fobs and I told them all the truth and they feel what's happening to me is wrong. I don't understand how Safetouch has a B rating with so many complaints, however they need to do whats right to their customers, especially a customer like me who paid 42 months in advance and now pretty much have a worthless system.
Regards,
[redacted]