Security One International Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Again,
You promised to secure the house, not just sell us cheap equipment and her in year contractComplete the job or cancel the contract,free of charges
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As expected, as of today, I haven't heard from Security OneIn their message on 2/29, they said they would have a manager call meit is now 3/and I haven't heard from themSince this issue started in January, Security One has on numerous occasions claimed that a manager would contact meno one has ever contacted me.
Their lack of communication and horrible customer service continuesI once again ask to be let out of my contract.
Thanks
Regards,
*** *** ***

Thanks for getting back to me!
Unfortunately I wasn't given any documentation when I moved locationsand no, I haven't heard from Security Once since my last email.
Thanks again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Again, You promised to secure the house, not just sell us cheap equipment and her in year contractComplete the job or cancel the contract,free of charges
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.What this company is saying is HIGHLY INCORRECT!! When this issue started with our alarm system after switching over to Security One's Monitoring service, as noted in my original email, the issue was NOT a low battery and Security One would NOT send over a technician to look at the alarm issue without a $service fee, stating that the issue was NOT covered under warrantee...they stated that it was issue with our phone system and when we had our phone company come out and look at the phone system, there was NOTHING WRONG WITH OUR PHONE SYSTEM (despite what Security One kept saying). Security One stated that they have tried multiple times to call us to have a technician to come out and switch out low batteries...THIS IS NOT CORRECT. We have received multiple calls in the middle of the night (around 2am to 3am) stating no signal received, which was a automated call (we have this on our phone records and voicemail if you need them to be reviewed). This message did not state it was due to a low battery or for that matter give us the option to get ahold of a operator to help, even at 2am in the morning. Given the lack of response from Security One, their bothersome random automated calls in the middle of the night, our alarm system making random noises that Security One would NOT come out and fix under warrantee without a $service charge, we had our alarm system changed to a different company. I no longer want or need Security One to monitor our system. I want our contract canceled given that Security One did not honor the warrantee to fix our system when we needed them, and is only looking into fixing this issue after contacting Revdex.com, and also now FALSELY claiming they have tried multiple times to schedule a service for our system under warrantee We do NOT trust this company for the safety of my family and home.
Regards,
*** ***

Mr***,There is no proof that the technician (*** ***) in question had stolen the wallet or anything of that sortThe technician has been with Security One for over years and has never received a complaintWe can not cancel the contract by hear say or allegations that have no proofSecurity One has held their end of the contract and cannot cancel it without reasonThe buyout of the agreement is 80% of what is remaining on the agreementWe will have our customer relations team contact you with further information. Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please reopen my complaint as it has not been resolved, see my complaint below:I have not received any correspondence or calls what so ever from Security One regarding any of my many concernsThe fact that *** states he thought he responded to me just shows how un professional this company is. They have never reached out to me regarding the bill from the police department, I had to call in to reach someone for the bill and was told by a supervisor *** that they will not honor any invoices from the police department per my contract, There faultiness is my responsibility so *** is not being truthfulThe invoice was emailed & mailed to them back on 1/25/17.Repairing the sensors at this point is just unacceptable, its like putting a band aide on the problem, the sensors continue to go out over & over, we are in fear to leave our home because if we are not in the area when the alarm decides to go off, we will have police swarming our home, or we don't feel comfortable because the one time we disarm the alarm because we cant get home will probably be the time someone is actually breaking inWe have to find friends or family that live nearby and keep them on alert that we have a crappy alarm system that may go off at anytime so in case we need someone to stop by our house please make yourselves availableThis is ridiculous!!!!*** states there has only been one sensor that has been an issue, so not true!! The system is not working fine, look at my list of over alarms within months, this is not acceptableYou expect someone to pay for this kind of service?? I guess we will just have to let a judge decide since you are not willing to end this contract for crappy services that your company obviously cannot maintain properly.SEE THE HISTORY OF ALARMS12/3/2016 Call from Security One, alarm going off, rushed home from store after getting call that tamper alarm from sensor, searched house, all windows & doors secured, contacted security furious, they sent a tech that replaced a defective sensor in sons bedroom 12/14/2016 Received call 4:25amwhile out of country on vacation, alarm going off tamper sensor, police calledAlso sent my mother to my house with police, house searched, no sign of any tampering, all windows & doors secured, alarm, multiple defective sensors I contacted security one, could not reach anyone in customer service, they were not available, left messages, no responseTold them we are out of country on vacation, have no signal, can’t sit by the phone waiting, we are on vacation, nothing!! Security called 2:pm, we were out on an excursion, did not receive the call because we had no signal, security contacted my mom, police sent out, tamper sensors, house searched again, all windows & doors secured, no signs of tampering, alarm, multiple defective sensors I contacted security one again , could not reach anyone in customer service, they were not available, left messages, no responses12/15/2016 Finally got a call from a supervisor after several attempts that set up an appointment for a tech to come look at the system, appointment was set forFriday, said we would be the 1st stop, had my mom there waiting since we are still on vacation, they showed up lateReplaced sensors, they said they were several bad sensors Supervisor stated that they would pay the any invoices we received due to this issue with the faulty sensors 1/23/2017 Received invoice from Riverside Police department for nuisance alarm for police coming out twice for alarms on 12/14/16, $350 Emailed & mailed invoice to Security [email protected],marneyde***@securityoneonline.com date: Wed, Jan 25, at 10:AMsubject: Security One acct X940448No response from anyone, called in to Security one, spoke to a supervisor *** that was very rude and stated, there are no notes in my account from any supervisor stating that they would honor any bills from the police and per my contract it’s our responsibility and they would not be paying anything! 1/24/2017 called phone number9:11am, selected option for billing, got dispatch, no one in billing still, left another message Called phone number10:am, selected option for billing, got operations, they had no history and couldn’t pull up my account by address, phone or nameSaid they were a different company and Told me to call *** ** *** or the owner *** of security one 10:am called *** 1/25/2017 8:32 called phone number, selected option for billing, got dispatch, no one in billing still, left another message Call *** *** 8:52@ ###-###-####, no answer, left a message 9:38 called for billing, someone picked up pone and hung up on me 9:46 called back number, no answer 3/3/2017 Alarm was going off tamper alert zone 9, ran out of work got home house was fine no tampering, no forced entry, alarm defective!!!! 3/7/2017 1:45 tamper alert zone no tampering, no forced entry, alarm defective!!!! Called customer service, requested copy of contract and to speak to a supervisor, talk to a customer service it by the name of Josh that didn’t want to give me his nameno supervisors available supposedly someone will call me back No call back from anyone 3/27/2017 8:am call security one to see what b***ce would be if I wanted to cancel services talk to operations, there’s no one available in billing, had to leave a message for someone to call me back No call back from anyone 3/28/2017 called in, got a rep in the monitoring depart, asked to speak to someone in billing, the system prompted her to send a message because again no one is available No call back from anyone 6/3/2017 call from security one, alarm is going off tamper alert sensor 8, I told them not to dispatch police so that I don’t receive another bill from the police departmentDisarmed the alarm from my phone because my family and I were out of the area visiting family over miles from home so I had no way of knowing if this is a alarm or validDisarmed alarm & re-armed it minutes latercalled a relative that lives nearby to go to my house and look around to see if anything was not normal, everything was fine. minutes later the alarm is going off again which validates another faulty sensor, alarmCalled security one to complain, but like always no one in customer service available leave a message that no one replies toSo now I cannot arm my home until this issue is temporarily fixed again Called security one to complain, but like always no one in customer service available leave a message that no one replies to No call back from anyone EMAIL SENT TO SECURITY ONE WITH INVOICE FROM POLICE COMPANY THAT THEY SUPPOSIDLY NEVER RECEIVED

We will have our customer service department contact you right away and send out a technician to do a full system check. Thank you

This Complaint was resolved with the customer. Thank You

The billing issue has been resolved with Safe Home Security, the customer is not in collections and is up to date on paymentsThe collections has been removed and there should be nothing in his credit reportEverything has been resolved

Mr***,
I have personally forwarded this to all of our call centers and can assure you that you will not receive any more callsSorry for this
inconvenienceThank You

I am writing in my horrible experience with Security One Security System/Safe Home Security. I recently had to cancel my 3 year contract with them for several reasons. The first one being I was never noticed by the owner (the first one I initially spoke with to set up services for my home) or the technician who installed the system our home that there was a contract involved with their service prior to signing up. I only was notified after it was installed in our home and the contract was already signed. In addition, I was just notified yesterday by another representative that there is no service warranty with my current contract. I was never notified that I needed one neither was it discussed with my husband and myself at all. I only found out when I called back to verify if there was a technician charge for a technician coming to our home due to their lack of detail. We recently found out on our own that 2 doors in our home does not have any sensors at all. I called to have someone come out as soon as possible to look into the issue and correct as soon as possible because this is a huge whole in their security system. We are paying for a system where anyone can walk into our home and the alarms would not even sound. We have had a multitude of break ins in our area and they stated it would take a week for them to come out and even look at our system. They told me that there would be an $89/hr charge for the technician to come to the home and $198 to correct the issue. It is unfair to me as a paying customer to try and be charged services that they are not issue sure what the issue is or even entails. I have been transferred several time and on hold for extended periods of time and even after all of that my issue is still not resolved. The representatives have been extremely rude and disrespectful. I asked to be transferred to a Supervisor on multiple occasions and I have never spoken with one. I was even told by one representative, “I will not honor your request to speak with a supervisor. You will deal directly with me!” I had to search back to my very first email prior to signing up with the company and locate the owner’s/president (Claudio Roy Hand) of the company email and telephone number. I called him on several occasions due to the urgent matter. His voicemail is always full and he is extremely hard to get a hold of. I finally was able to speak with him and his attitude is worse than the representatives. I attempted to explain my situation to him and he cut me short every single time I tried to speak and told me on several occasions that I was trying to pull a fast one on him! I feel completely disrespected and someone truly needs to look into this fraudulent company and their fraudulent and negligent practices. I finally paid my way out of the contract because I refuse to continue services with a company where my family life is in danger because they refuse to expedite services in which they were at fault for not installing all of the censors from the beginning, disrespecting me as a customer and family and having to deal with a company “owner” who basically calls me a liar to my face without even researching the issue. I had to pay my way out of a contract that I was not even aware of until after the fact which was $1534. Also, I was just informed that even though they have my money and received my official letter to cancel services it is STILL going to take 30 days to deactivate my system!!!! So basically, if someone were to break into my home and my alarm “sounded” the security company would not even contact me because my account is closed in their system!!!!! They took my money unfairly and I will never ever do business with this company or affiliate companies ever again. I should have known better not to associate with a company that was previously sued by [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Notice that the response is unsigned (no specific person can be found) and the issue was bounced between Safe Home and Security One, very typical of their elusive operation.   I rejected a phone call about the offer of $250 refund because it does not resolved the entire issue.  Namely, the $100 registration fee is the Security company's responsibility, the SF police had told me so, otherwise I would have paid for it when the police arrived for the first time in August.  Re the advance notice to quit issue, I have emailed the company on August 12 to request a formal termination.   The intent has far exceeded the period of notification.  Thirdly, I also demanded to be refunded for the non-serviced, no-repaired period from July to Oct of 2014.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This hasn't been solved... I haven't heard anything from Security One. I've had additional issues, mainly a faulty sensor that was making my alarm go off in the middle of the night. The sensor was repaired, but it took a weekend of fighting with customer service reps to get someone to come out (the issue started Friday and I wasn't able to get a tech to come out and repair it till Tuesday of the following week). I wasn't even offered an apology for all the trouble. 
As started above, the issue wasn't resolved and I haven't heard from anyone at Security One regarding it. I find it crazy they have an A rating with the Revdex.com. 
I still would like to be released from my contract. 
Thank you. 
Regards,
[redacted]

Ms. [redacted],
I apologize for all of these inconveniences that have been caused. We would like to get everything resolved immediately. As per the written contract that was signed, Security 1 or Safe Home can not pay for the alarm fees but due to the circumstance we will take care of $250 of that...

amount. We will be giving you a call to set up the fastest way to get that to you. As far as cancellation, we need a written notice (30 day notice) to cancel out your agreement and Safe Home is the one that holds your agreement and they would need to walk you through the cancellation process. Their phone number is, 800-833-3211.  Please send the cancellation request to Safe Home and not Security One, I noticed on the notes on the account that a previous one was sent to Security One. We can not process the cancellation since we do not hold your contract.
 
Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.(My elderly mother didn't get the service promised on your commercial. Her house is not completely secure. They sold a package to her but didn't secure the house. They put her in a contract so you could up sale her for more money. You promised on the commercial $1000+ of equipment looks cheap and it doesn't work properly. Your customer service is horrible also.Come pick up your equipment. ]
Regards,
[redacted]

The customer was offered a settlement for $212 and we would write a new letter stating that the motion detector that was causing the issue was taken down. We are waiting for a response to be able to process this and get it taken care of as soon as possible. Thanks.

This has been clarified with the customer the check is being sent out. 
Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have not received the $212 payment from security one , can you please inquire if this payment has been sentThank you[redacted]

This has been clarified with the customer the check is being sent out. Thank You