Safeguard Security and Surveillance, Inc.

Complaint: ***
I am rejecting this response because:I have heard this from them before and nothing has been resolved in months! I really hope they finally resolve this soon!
Sincerely,
*** ** ***

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
Actually, the Sales Manager, Greg N***, called me and let me know the billing would subsequently be monthly and inquired whether there was anything else he could do to make things right. He could give lessons in Customer Service...very nice man
Sincerely,
*** ***

From: *** ** *** *** Sent: Monday, October 13, 10:AMTo: *** ***Subject: RE: New Contact
I
spoke with *** *** today regarding her issues
The second smoke was installed we are sending a tech there today to test and inspect the system to make sure she is trained and happy
We also are sending her a reimbursement check for to pay off her remaining agreement with her previous alarm co
*** will then be happy with her account
Thanks
*** ** ***
President/CEO, *** *** * *** ***
*** *** ***
*** *** ** ***

We are currently in the process of investigating the above complaintWe would like to extend our sincerest apologies to *** ***, there is no excuse as to why he has had such a difficult experience with our customer service department, this is unacceptable behavior on our partWe just wanted to
alert you that we are in the middle of researching the actual correspondence between customer service and *** ***, it may take a couple of days to get all of the details together, but the customer will be contacted ASAPThank you for bringing this issue to our attention

First and foremost, our company would like to sincerely apologize for the amount of times we have contacted Miss [redacted] at her business location, [redacted]. This is inexcusable on our part and we cannot apologize enough. We are an extremely small local business that has a very...

small tele-sales department located in our office and we receive monthly lists from numerous outlets that provide us with business names and phone numbers as calling material. Unfortunately, we do not have any control over the names and phone numbers that appear on the lists we receive. To our knowledge, there should not be any phone numbers given to us that are supposed to be on a "no call list" and wish not to be contacted.  We are currently in the process of creating a system to where we can keep better track of the businesses that we are contacting and be able to eliminate repeat calls to uninterested individuals. In the past we just did not have the ability to do so because we had very limited resources. We want to assure Miss [redacted] that we are on our way to developing a system to where this can be avoided in the future. We are completely aware of our mistakes and have been learning as we go. With that being said we do realize Miss [redacted] does not want to be contacted by us and we can say with 100% confidence this will never happen again. We would really like to be able to have our manager call her and apologize on a personal level but we do understand she would rather not be contacted. If you could please extend our sincerest apologies to her and ask if there is anything else we can do to ease her mind we would really appreciate it. Again, we have had a meeting with the manager this morning explaining the severity of the situation and we will not be contacting her business again. Thank you so much for giving us the opportunity to respond to the complaint at hand, we are working hard to get a better control of matters like this and we appreciate the feedback.

issue has been resolved with customer and she will be removing complaint today thanks

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.
Actually, the Sales...

Manager, Greg N[redacted], called me and let me know the billing would subsequently be monthly and inquired whether there was anything else he could do to make things right.  He could give lessons in Customer Service...very nice man.
Sincerely,
[redacted]

We understand the frustration that you are going through, and sincerely apologize for the aggravation our company has caused you. Before we can do anything to aide the situation we have to review the notes at hand and speak with the representatives involved so that we may get the president of the company involved and come to a resolution that you will be happy with. Please understand that we are currently in the process of pulling all of the phone recordings and account notes which take a day or two because we need to obtain certain information that is not available to us without a third party. We have already received confirmation that the recordings are being processed and sent over to us as soon as they are available. Once received we will then go through the process of meeting with the customer service representatives involved to hear their explanations as to why the matter was not resolved earlier. As soon as we are done meeting with them, we will inform the president of the company of our findings and you will immediately be contacted so that we may determine where the account stands and what we can do to resolve the issue and make sure you are satisfied. We appreciate your patience and are working as fast as we can to get this cleared up for you. Thank you!

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.
Sincerely,
[redacted]

issue has been resolved with customer and she will be removing complaint today 
thanks

The salesman for this company insisted we pay him in cash Then refused to return our money after we cancelled the deal because the installer tried to put a worst system in then we were told we were getting We called Greg N[redacted] and he promised a prompt refund It is a month and we have not gotten our money back

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.
Sincerely,
[redacted]

The salesman for this company insisted we pay him in cash Then refused to return our money after we cancelled the deal because the installer tried to put a worst system in then we were told we were getting We called Greg N[redacted] and he promised a prompt refund It is a month and we have not gotten our money back

Review: I was told if I purchased safeguard security alarm system .they would pay off my previous alarm contract agreement. I was told I Would not have a bill for nine months . [redacted] offer me a smoke detector system two for $99 I decline. He call me the following day and said we have a sale smoke detectors two for $75 .00 I said okay . [redacted] said if he purchase the smoke detectors do I have the money today because He's going to pay for it. I say yes he came and got to $75.00 . The alarm tech came out on 8/14/14 installed the alarm he did not have the smoke detectors. [redacted] said they were in the other Installers car .[redacted] said he would call and he didn't. I contact [redacted] and asked when would he be coming out . He replied August 23 after three . To install my second smoke detector. He didnt show up . I text [redacted] about my cancellation fee of my alarm system that he promised to pay at the time of me signing my new agreement with him. He called me back it was August 29 ,he said he will be out after 6:00 PM to pay my old alarm Contract off . I asked [redacted] about my smoke detector he never responded . I am being taken advantage of . My contract is not being honored. I received my first bill three days later. The money came out of my account. I made a complaint to corporate he refunded my 33.87 back. It's supposed to have been nine months free. I paid extra to get the free nine months free. I call corporate again on [redacted] and this time no one called me back.Desired Settlement: I would like for the company to let me out of my contract . With out no penalty for canceling because of their neglect. I would like my money refunded. my hundred dollars at signing of the contract. And my $75 for the two alarms which I only received the one. And I would like my old system return.

Business

Response:

From: [redacted]

Sent: Monday, October 13, 2014 10:56 AM

To: [redacted]

Subject: RE: New Contact

I spoke with [redacted] today regarding her issues

The second smoke was installed we are sending a tech there today to test and inspect the system to make sure she is trained and happy

We also are sending her a reimbursement check for 252.30 to pay off her remaining agreement with her previous alarm co

[redacted] will then be happy with her account

Thanks

[redacted]

President/CEO, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: On September 16th 2014 when I signed my contract with Safeguard Security (which also refers to itself as [redacted]) for security and fire monitoring in my home I was offered a deal for 6 months of monitoring for $99 and then 2 year credit which was to be applied to my account making my first payment to safe guard due on April of 2017. The company representative then disappeared and I spent 4 months attempting to get safe home to honor what was written in that contract. The 2 year credit was confirmed by email on January 13th 2015 and stated my first payment wouldn't be due until April of 2017. In March of 2015 a charge for a month of monitoring appeared on my credit card statement. I have contacted s[redacted] by email 4 time and by phone 3 times and all inquiries have been ignored. I am currently disputing the charge through my credit card company. Additionally one of the security sensors in the system has stopped working and I have made 5 attempts to get a technician out to fix the problem. At first they attempted to schedule an appointment but the technician failed to show up. Since then all requests to have the system fixed have likewise been ignored.Desired Settlement: I would like the charge which appeared on my credit card in March to be returned and the 2 year credit to my account honored. I would like the my system repaired and made fully operational as promised. If these things can't be done than I would like my contract with Safeguard nullified so that I can switch my monitoring service to another company that can fulfill their side of an agreement

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I have been receiving calls at my business on a weekly, sometimes daily, basis trying to get me to have them come in to check out my alarm system. I've told them that it's no longer in use and that I do not wish to receive any further communications from them, but they still keep calling. And the more they call, the ruder their reps get. This has been going on since I first opened my business 3 years ago. I finally spoke with a manager about this and was told that I should remove my business from [redacted] because that's how they find companies to contact. I found it to be completely absurd that he would even suggest that I remove my business listing just so they'll stop calling me. That would be devastating to my business. I have not had any other businesses harass me constantly as they do, even with my listings up on the sites that I mentioned earlier. I have a store to run and don't have time to keep answering tehir sales calls every day. . That left an extremely bad taste in my mouth. I will never give them my business or recommend anyone to use them.Desired Settlement: I just want to get this out there in the hopes that they stop harassing other people as they have been doing to me.

Business

Response:

First and foremost, our company would like to sincerely apologize for the amount of times we have contacted Miss [redacted] at her business location, [redacted]. This is inexcusable on our part and we cannot apologize enough. We are an extremely small local business that has a very small tele-sales department located in our office and we receive monthly lists from numerous outlets that provide us with business names and phone numbers as calling material. Unfortunately, we do not have any control over the names and phone numbers that appear on the lists we receive. To our knowledge, there should not be any phone numbers given to us that are supposed to be on a "no call list" and wish not to be contacted. We are currently in the process of creating a system to where we can keep better track of the businesses that we are contacting and be able to eliminate repeat calls to uninterested individuals. In the past we just did not have the ability to do so because we had very limited resources. We want to assure Miss [redacted] that we are on our way to developing a system to where this can be avoided in the future. We are completely aware of our mistakes and have been learning as we go. With that being said we do realize Miss [redacted] does not want to be contacted by us and we can say with 100% confidence this will never happen again. We would really like to be able to have our manager call her and apologize on a personal level but we do understand she would rather not be contacted. If you could please extend our sincerest apologies to her and ask if there is anything else we can do to ease her mind we would really appreciate it. Again, we have had a meeting with the manager this morning explaining the severity of the situation and we will not be contacting her business again. Thank you so much for giving us the opportunity to respond to the complaint at hand, we are working hard to get a better control of matters like this and we appreciate the feedback.

Review: I signed a contract with Safeguard Security & Surveillance, Inc. on May 13, 2015. I was not in accord with their billing practice and made it quite clear to the salesman that I would not pay the bill quarterly nor have it deducted from my checking account monthly. I was adamant that I would not agree to sign the contract unless I would be billed monthly by mail. The salesman called his boss who supposedly called his boss and all agreed I would get a paper bill each month. The first bill I received from their central monitoring station is a quarterly bill for June, July and August. All attempts to speak with the person in Safeguard's office failed to get anything other than a voicemail promising a call back. I called the sales rep for a third time today and, lo and behold, he can talk to this person in the office! Now he is telling me to pay the quarterly bill and the subsequent bills will be monthly. I don't trust it.Desired Settlement: I want written reassurance either from Safeguard in [redacted] or Safe Home Security in [redacted]. that my bills will be monthly or I can cancel this contract with no monetary consequence.

Business

Response:

issue has been resolved with customer and she will be removing complaint today thanks

Review: I have had Safeguard for several years. My first complaint started when I referred a family member to [redacted] and I never received the gift I was promised and I complained to the company and nobody cared so no more referrals from me. Second I sold my house April 9th, 2014 and when I previously called to see if I could transfer the service to the new buyers they stated I was able too. Several days before the [redacted]e I called Safeguard to transfer services to the new homeowners they now stated that was not possible and I was under contract for 3 more years so I had to transfer my service to my new household and that would cost $200. I was clearly upset I spoke to a manager named [redacted] who has not done anything to help my case! It is July 15th and they have not come to install my old Alarm System in my new house. They have charged me for April, May, June, July and still no alarm in my new house! I have called that manager [redacted] and left voicemails with no response. I called and ask to speak to his manager and they transfer my call to a man named Joe and I still have been waiting for him to call me back! I called once again last Wednesday July 9th 2014 because they withdrew $89 from my account without previous notice. When I called to question the withdrawal, a costumer service rep named [redacted] I believe was her name mentioned to me it was a service charge for removing the alarm system from my previous house. Once again she transferred my call to "Upper Management" I would never recommend this company to anybody again! The best part to this story is that I drove bye my old house the other day and they had a Safeguard sign in front of the house, so I guess speaking highly of the company previously got them a new customer ohhh and of course no appreciation sent back my way for that referral. Horrible customer service! Stay Away from Safeguard!Desired Settlement: I would love for my contract to be cancelled and voided without any repercussions to me. They have a new customer because they were able to sell a service to the new homeowners. I want my money refunded for all these months I have been charged with no service and be compensated for the referrals I have made previously to them! I want a written apology for their poor customer service and for my waisted time trying to handle this situation on my own with no results.

Business

Response:

We are currently in the process of investigating the above complaint. We would like to extend our sincerest apologies to [redacted], there is no excuse as to why he has had such a difficult experience with our customer service department, this is unacceptable behavior on our part. We just wanted to alert you that we are in the middle of researching the actual correspondence between customer service and [redacted], it may take a couple of days to get all of the details together, but the customer will be contacted ASAP. Thank you for bringing this issue to our attention.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have heard this from them before and nothing has been resolved in months! I really hope they finally resolve this soon!

Sincerely,

Business

Response:

We understand the frustration that you are going through, and sincerely apologize for the aggravation our company has caused you. Before we can do anything to aide the situation we have to review the notes at hand and speak with the representatives involved so that we may get the president of the company involved and come to a resolution that you will be happy with. Please understand that we are currently in the process of pulling all of the phone recordings and account notes which take a day or two because we need to obtain certain information that is not available to us without a third party. We have already received confirmation that the recordings are being processed and sent over to us as soon as they are available. Once received we will then go through the process of meeting with the customer service representatives involved to hear their explanations as to why the matter was not resolved earlier. As soon as we are done meeting with them, we will inform the president of the company of our findings and you will immediately be contacted so that we may determine where the account stands and what we can do to resolve the issue and make sure you are satisfied. We appreciate your patience and are working as fast as we can to get this cleared up for you. Thank you!

Review: On September 26 2014 a representative from safeguard surveillance and security came out to install an alarm system however the alarm system was installed but I never received any manuals on how to program the system I called numerous times the salesperson stated that they would come out however they was always a no show when I called the corporate office to complain the salesperson called me back and started yelling at me Stating hea representative from safeguard security call me back and apologized and stated that they would refund my money at this present time I have not received the refund and no one has returned my callsDesired Settlement: I Would like my refund of 200.00 and my contract to be canceled due to services were not rendered As stated in the contract.