Safe Touch Security

Safetouch Security does not use "tactics" to collect past due balances. Safetouch Security has a Company who contacts Customer's as courtesy reminders at 30 days past dues. If the amount goes unpaid the Customer is notified by mail. The account of Mr. [redacted] remained unpaid and further collections...

was required. Safetouch Security works very closely with our Customer's regarding Service. If an alarm or notification is received it is customary to notify the Customer to resolve the issue promptly. Mr. [redacted] has a long standing relationship with Safetouch Security. The agreement states the rates in which he is charged. Safetouch Security did have a rate increase at the beginning of 2014. This was the first increase Safetouch had ever implemented. What became the problem is Mr. [redacted] is set up on automatic draft (which VIP monitoring has been paid), Mr. [redacted] was billed for VIP monitoring for the initial 3 years on this account and then after the initial 3 years began billing for regular monitoring, the system did not automatically adjust and did not bill the combined rates on automatic draft causing the account to go past due. Mr. [redacted] has not paid for the increased monitoring since June 2014. This is a system flaw and we will be happy to correct any issue this has caused. Safetouch Security does not want to loose Mr. [redacted] as a long time Customer. I will remove all additional fees that have accrued as well as the rate increase and Mr. [redacted] would only be responsible for the amount due for the monitoring. Safetouch Security will accept fault for the system error and we apologize for the stress this has caused and hope we are able to move forward from here.Mr. [redacted] is due $213.60 to bring the account current and I will remove all other fees.Sincerely,[redacted]

Safetouch Security has spoken with Mr. [redacted] to advise that a $75.00 buyout will be accepted to close the account in good standing. The information was provided in December via a letter from Safetouch Security by mail; Mr. [redacted] did not receive the letter. Upon receipt of the buyout the account will...

be closed.Sincerely,[redacted]

[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 should be reinbursed for all payments for falsification of my contact and deceitful practices by the salesman and company representatives in the contact center.
Regards,
[redacted]

Safetouch Security has reviewed the system notations, recorded calls, as well as, the Central Monitoring calls of Mr. [redacted] and the following information has been obtained.Mr. [redacted], the initial call to the Service Department was February 14, 2018 at 4:19 pm. Mr. [redacted] stated the...

contacts were falling off two locations and have had to "bypass" those contacts. The appointment offered was February 15 between 10-12  am was not acceptable because Mr. [redacted] was going out of town on February 16 and is not off work until 4:00 pm. The Representative offered to check for additional times upon Mr. [redacted] request and you said, "No" and hung up. On February 16, Mr. [redacted] called to express his dissatisfaction.Actual call notations:02/16/2018 12:42:53 PM - tt [redacted]. Cust sttd very upset that no one was able to come out in the afternoon when he specifically told the rep he needed an appt before he left town today. Cust only called on 02/14, cust was offered appt 02/15 10-12 but declined. Cust sttd he always waits "a month" for svc, will be cnxling his account when he comes back. Offered to set up tech for when cust is back; cust is not giving direct answer, just keeps saying he's going to the Navy News to tell ppl about this, and he will cnxl the appt when he gets back. Advd needs to send email or letter to request cnxl. Cust is not acknowledging, wants to know when "his year is up." Advd contract was 2012-2017, is now in renewal until 03/2019. Cust sttd that "if we're going to play that way, he's going to play rough," sttd he does not want to speak to me anymore, disc call. On February 21 2018, Mr. [redacted] called but refused to provide password and the Representative was unable to assist.February 23, 2018 at 12:45 pm, Mr. [redacted] called and spoke with a Supervisor who scheduled an "on call" service call at no charge to accommodate Mr. [redacted] schedule . All warranty service calls are between the hours of 8-5 Monday-Friday. Service calls after 5:00 pm are $150.00 per hour. In the future, Mr. [redacted] will need to have someone available during warranty hours.February 23. 2018 12:57 pm, Mr. [redacted] called upset that Central Station keeps dispatching Police. The Police are dispatched when the password required is refused. The password is in place for your protection and to avoid the Police being dispatched. The Police will be dispatched every time if password is provided incorrectly or refused. Safetouch Security has made every attempt to work with Mr. [redacted].  Most Sincere "Thank you" to you and your Wife for your service to this great Country!  [redacted]

[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]

Mr. [redacted], Safetouch Security apologizes that you have had issues. Safetouch Security provided you with all signed documents to ensure there is a clear understanding of your responsibilities, as well as our responsibilities. I have reviewed your account and system notations, as well as your...

documents to have a clear understanding. I have provided the comments from the day of the techs arrival. The appointment was scheduled for the 8-10 slot.07/26/2016 08:02:58 AM - cdjanatinedjad: CALLED CUST TO ADVISE TECH ON SITE @ ###-###-####, no answer, left v/m, ###-###-####, no answer, left v/m, advised in v/m that tech can only wait fifteen minutes, TECH WILL TAG @ 0820 AND CUSTOMER WILL NEED TO RESCHEDULE OR PAY ON CALL FOR SAME DAY SERVICE.Safetouch Security did not receive a call back for that time. Each Customer is provided service at no charge, as long as the problem is system related. This is what we do, as long as we are notified. Whatever systems problems; we need to resolve. It appears you have discussed billing issues more that the actual operation of the system itself.As for the billing, Safetouch was given authorization to auto draft your payments on the PACS form in your document packet and if you choose to be removed from PACS there is a $4.00 increase. Safetouch Security didn't have a rate increase but this charge is what caused your rate increase. There was a conversation with a Representative in August 2016 where this person agreed to not increase your payment but I would say in all the other conversations at that time this was missed. I completely understand your frustration with the billing and banking issues back and forth. When the partial payment was made late fees were added as well. So, currently the balance is $168.58 and Collections is probably calling and you are really getting angry and more frustrated. I understand, it becomes overwhelming... This is what we need to do... 1) I will go back to August and adjust the balance and remove late fees. Safetouch is not at fault on the billing but this, at the time, was a new account and you should be happy.2) I will adjust your monthly invoice to the original amount.3) You need to schedule a service appointment to get your system operating as it is intended and you are happy with the system etc. ** test your system monthly! Mr. [redacted], your account is not eligible for cancellation at this time and we don't want to lose you as a Customer. Please allow us to work this out and begin with a clean slate. I will notate the system and adjust your balance. Please call service to schedule and you can request to confirm I have completed what I said. Again, my apologies! [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. I have not however, received the mail they indicate has been sent. I would like a copy for my files. If possible, please send via email to me, or re-send via US postal service.
Regards,
[redacted]

[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: it does not address the financial issue of the bank charge that I had to pay because of their refusal to return phone calls or answer emails.  That fee was $35.00 and , at the least, as a long term customer who received NO customer service response, that should be paid. As for the battery replacement, I was told by your people that when the battery died, YOU would be automatically notified and take care of the problem. You did not. That battery cost me $14.99. So to bring this to a close, I expect a check to be sent to me for $49.99, which covers costs that I should not have had to pay.
Regards,
[redacted]

Safetouch Security spoke with Ms. [redacted] November 2014 regarding cancellation. Safetouch Security requested a written notice of cancellation and Ms. [redacted] failed to submit causing the account to continue to provide services as well as being invoiced for those services. The account went unpaid and...

subsequently being forwarded to collections for non-payment. Safetouch Security will accept this complaint as written notice. Safetouch Security will accept a $150.00 settlement for the services being provided.Sincerely,[redacted]

Mr. [redacted],I agree with you! You have been great Customers and Safetouch Security appreciates that. I will close the account in good standing and look forward to many more years of service with you.Sincerely,[redacted]

[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:Nevermind, we cut all the wires going to the box and the beeping stopped. We will probably not be able to use this again. These people are out to lunch.  Smoke detectors???  Really???  You can close this case as a dissatisfied customer and I have nothing more to say with itic responses like the previous.
Regards,
[redacted]

This complaint has been resolved with the Customer prior to complaint being issued. Thank you!!

Mr. [redacted],The system can be reconnected and we would like to do that at no charge to you. Please allow up to come out and get your system running as it is intended.I will be happy to set your agreement up on a month to month basis.

Ms. [redacted],I have reviewed your account and I completely understand what you are upset about. Safetouch Security does not want to lose you as a Customer and I will be happy to waive the service fee to keep you.Your agreement is up in July of this year. If this had not occurred I am certain you would...

not wish to cancel at this time. If you agree to allow us to service your system and continue, I will be happy to do so or I will agree to close your account.Please email me directly at [email protected] and we will proceed from here.Thank you so much for the opportunity to resolve this for you.[redacted]

Agree, Safetouch Security does not want this to happen either. PLEASE contact Customer Service to be placed on the service schedule so we can resolve this problem or I will be happy to have someone contact you.

Safetouch Security has reviewed the file of Ms. [redacted]. Based on the signed Security Agreement, Ms. [redacted] is responsible until December of 2018. Safetouch Security has provided the signed documents to her. The written cancellation request will remain on file until that time and the account will...

close. Throughout the dispute Ms. [redacted] has chosen not to make payment or cooperate in any discussion of resolution; the file is now in the process of acceleration based on the terms agreed too. When the file is accelerated the full contractual amount will process.As a one time courtesy,I will offer Ms. [redacted] a buyout to close the account to avoid this process. Safetouch Security will accept $275.00 to close. This offer will only be available to her until July 17, 2018, otherwise; all Terms of the Agreement will accelerate through the final collection process. Sincerely,[redacted]

[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]

[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]

Please consider this response as a very secure written documentation. Safetouch Security agrees to modify the terms of your agreement from a 5 year to a 3 year agreement. The system has been documented.Sincerely,[redacted]

Mr. [redacted], Safetouch Security has submitted your refund request and will apply back to your card as soon as your bank completes the process. Will most likely see tomorrow... possibly sooner.Sincerely,[redacted]