Security One International Inc

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 issue has been resolved with the customer. 
Thank You

This issue has been resolved with the customer. Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Re the issue of the false alarms, the last technician came Oct 16, said the bug was in the 'system', and had nothing to do with the equipment in our house.   He did not even step into our house, called his supervisor and left!  I have not had another false alarm since Oct 6, and the company never updated me with the status of the repairs, what was wrong in the first place, and why I was selected in the whole universe to be linked to this bug, no body bothered to tell me.   After working with the SF Police and paying for the user registration (even though in SF it is mandated to be a responsibility of the security company) I was able to get the false alarm citation issue resolved today, after the trouble started in late July, 2014.  I am very tired and will be happier if Security One will tell me whether they have fixed the problem, so that I don't have to jump up from my sleep every time the phone rings for fear of missing another call from the monitoring station.
 
Regards,
[redacted]

Security one sent a technician June 9th to replace any faulty equipment and run a test on every sensor individually. We replaced the Cell unit, which is what gives the security system the signal and boosted the signal as well. Everything reported fine and the signal strength was fine as well. Customers were set up with the mobile app as well so that they could control their system from anywhere. If there are any invoices that need to be sent, please email them for a quicker response to [redacted]@securityoneonline.com  Thanks,

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.
Yesterday I received a call from someone at Security One (this is the first time they have contacted me since filing this complaint). The guy I spoke to didn't know anything about the situation and read the notes on my account as I was on the phone with him. He said he was asked to call me, but could't make the decision about letting me out of my contract... and that he would have to email upper management. I've yet to hear a response from upper management. 
I think it's ridiculous that a business with an A+ rating with the Revdex.com is able to treat customers like this. It has been months with virtually no communication... all I get is that "someone from upper management" will get back to me... which never happens. 
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.They offered to send me a check for $212 if I remove my complaint from yelp and Revdex.com. But I was told from Revdex.com that complaints cannot be removed 
Regards,
[redacted]

I have stopped receiving the calls, so thank you. I accept your response, as that is all I wanted.

Mr. [redacted],I have personally forwarded this to all of our call centers and can assure you that you will not receive any more calls. Sorry for this inconvenience.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.
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]

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.
Yesterday I received a call from someone at Security One (this is the first time they have contacted me since filing this complaint). The guy I spoke to didn't know anything about the situation and read the notes on my account as I was on the phone with him. He said he was asked to call me, but could't make the decision about letting me out of my contract... and that he would have to email upper management. I've yet to hear a response from upper management. I think it's ridiculous that a business with an A+ rating with the Revdex.com is able to treat customers like this. It has been months with virtually no communication... all I get is that "someone from upper management" will get back to me... which never happens. 
Regards,
[redacted]

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

Everything has been resolved.

Mr. [redacted]
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I've reviewed the call that was made to your mom and everything that was promised was installed and is fully functional. She was promised the wireless radio and she got it, it's a micro chip that's inside the panel to get wireless signal (like a cell phone) and not have to have a phone line. Everything she was promised with the package that she decided to go with was installed. I saw on previous account notes that you had called in to ask why there were no window sensors. She did not get any with the package that she went with but if you would like, we would be willing to give them to you at a discounted price of $40 per window. 
 
Thanks

Mr. [redacted], 
We are having one of our Managers contact you and go over any issues you are having with the system. I noticed we had a tech out last month and everything was fixed on the system and it's currently still working. You can go over the cancellation options with him as well. 
Thank You.

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

Security One will not charge to have a technician go out and repair the system. We called multiple times in December to schedule a service technician to go out and replace some low battery's on the sensors that are under warranty. We will also continue to keep trying to get a hold of the customer...

to schedule this appointment asap and resolve the system issue. As far as being released from the contract without penalty, Security One will not release the customer without a penalty. The system has been working and the service has been provided, we will continue to try and get a hold of the customer to resolve any other issues. We will attempt to contact you today to have a technician in your area look at the system.  
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]

Mr. [redacted],
 
Upon reviewing your account and listening to the customer service calls that were recorded when the calls were made, Security One will not cancel out the agreement. The system was working and the service was being provided, it seems like the issue was with the app...

that could have been solved. The appointment that was made, (when they said it would take 2 weeks) was made with the monitoring station and not Security One. Once we got the service ticket from them we offered to send a technician right away and even offered free months of service, offered to reimburse for any amount of downtime that was recorded and fix the issue immediately, along will a full service of the system and replace any equipment (if any was found faulty) at no cost, but the service was denied and we are unable to solve the issue if you won't let us. We are and have been willing to resolve this in the best and quickest way possible and hope that you allow us to.  
Thank You.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and monitor the system for a few months, if it does perform well with NO MORE FALSE ALARMS, will consider this complaint resolved. I already took care of the false alarm bill, but attached anyway.
Regards,
[redacted]

Mr. [redacted], 
 
Once the technician was done with the installation you received a post call from our data entry to confirm everything that was done. Making sure that the tech had not promised anything that wasn't in the paper work and also they received a verbal confirmation that you agreed to a 36 month period. Please call our customer service if you have any questions regarding the post call. Like stated before, we can not agree to anything that is not on the paper work or release the remainder of the contract.