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.The nature of the phone call that is being referenced is completely inaccurate It is clear that this company has no interest of any form in resolving the situation I will make a point to make it known in every way possible the poor service and extreme misrepresentation that took place I am disgusted with the manner that they conduct business and will make sure the details of my experience are readily accessible to anyone considering this company as that appears to be my only recourse at this time short of going to court 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 solvedI haven't heard anything from Security OneI've had additional issues, mainly a faulty sensor that was making my alarm go off in the middle of the nightThe 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 itI 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]
This complaint needs to be closed outWe have spoken to the customer and he states he just wants to get out of the contract because of the wallet situation that has been addressed multiple times in the previous responsesEverything stands as has been said and the customer will have to pay 80% of the remainder of the contract if he wants it cancelled Thanks
Ms***, I apologize for all of these inconveniences that have been causedWe would like to get everything resolved immediatelyAs per the written contract that was signed, Security or Safe Home can not pay for the alarm fees but due to the circumstance we will take care of $of that amountWe will be giving you a call to set up the fastest way to get that to youAs far as cancellation, we need a written notice (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 processTheir phone number is, 800-833- 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 OneWe 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 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 himHe said he was asked to call me, but could't make the decision about letting me out of my contractand that he would have to email upper managementI've yet to hear a response from upper managementI think it's ridiculous that a business with an A+ rating with the Revdex.com is able to treat customers like thisIt has been months with virtually no communicationall I get is that "someone from upper management" will get back to mewhich never happens Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Re the issue of the 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 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 alarm citation issue resolved today, after the trouble started in late July, 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] ***
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 report Everything has been resolved
The customer was offered a settlement for $and we would write a new letter stating that the motion detector that was causing the issue was taken downWe are waiting for a response to be able to process this and get it taken care of as soon as possibleThanks
Security One has tried to reach the customer several different times to fix the issue that was at handWe could have credited the account for one month for all the inconveniences and when we tried to schedule a technician to go to the home, we were notified by the customer that they switched companiesWith this being done, the contract is still valid being that the service was refused by the customer and Security One was not given the opportunity to fix the issueThis was a simple issue that could have been fixedThe contract can not be cancelled based on those termsWe would need to go to the home and reprogram everything now that another company has taken control of your systemPlease give us a call at your earliest convenience 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 belowI have not received the $payment from security one , can you please inquire if this payment has been sentThank you [redacted]
We have sent a dispute for unauthorized credit inquiries to transunion, they require the person who received the unauthorized dispute to also log into their website (Transunion.com) and dispute it as well to expedite the processIf you would like, you can call into customer service and Security One can send you a letter with company letterhead to give to the Loan Officer who will be processing the loan for the new homeThank You
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 agreementThe system was working and the service was being provided, it seems like the issue was with the app that could have been solvedThe appointment that was made, (when they said it would take weeks) was made with the monitoring station and not Security OneOnce 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 usWe are and have been willing to resolve this in the best and quickest way possible and hope that you allow us to Thank You
Mr***, In regards to your complaint, we would like to get this resolved as quickly as possibleEvery conversation is recorded and confirmed so that there is no misunderstandings or promises made that can not be keptIf you could grab the copy of your agreement, everything is in writing as wellOn the first page, about half way down there is a clause that is named, "Customer Responsibility to read the agreement"Where it states that the customer is responsible to read the agreement and upon signing it, agreeing to everything on itNow if you turn your attention to the back of the agreement, section 19, where it says Acknowledgment: It reads, "Agreement shall not take effect until Company has received a satisfactory credit report on the customerCustomer hereby authorizes release of credit information to the company and/or its assigns at any time during the term." Upon signing it, you authorized Security One to obtain a copy of your credit reportTherefore we can not cancel out the service agreement based on the complaint that we receivedIf you have any further questions, please contact our customer service department Thank You
Security One will not charge to have a technician go out and repair the systemWe 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 warrantyWe will also continue to keep trying to get a hold of the customer to schedule this appointment asap and resolve the system issueAs far as being released from the contract without penalty, Security One will not release the customer without a penaltyThe 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 issuesWe 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 commercialHer house is not completely secureThey sold a package to her but didn't secure the houseThey put her in a contract so you could up sale her for more moneyYou promised on the commercial $1000+ of equipment looks cheap and it doesn't work properlyYour customer service is horrible also.Come pick up your equipment] 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.(My elderly mother didn't get the service promised on your commercialHer house is not completely secureThey sold a package to her but didn't secure the houseThey put her in a contract so you could up sale her for more moneyYou promised on the commercial $1000+ of equipment looks cheap and it doesn't work properlyYour customer service is horrible also.Come pick up your equipment] Regards, [redacted]
The customer was offered a settlement for $and we would write a new letter stating that the motion detector that was causing the issue was taken downWe are waiting for a response to be able to process this and get it taken care of as soon as possible 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.The nature of the phone call that is being referenced is completely inaccurate It is clear that this company has no interest of any form in resolving the situation I will make a point to make it known in every way possible the poor service and extreme misrepresentation that took place I am disgusted with the manner that they conduct business and will make sure the details of my experience are readily accessible to anyone considering this company as that appears to be my only recourse at this time short of going to court 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 solvedI haven't heard anything from Security OneI've had additional issues, mainly a faulty sensor that was making my alarm go off in the middle of the nightThe 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 itI 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]
This complaint needs to be closed outWe have spoken to the customer and he states he just wants to get out of the contract because of the wallet situation that has been addressed multiple times in the previous responsesEverything stands as has been said and the customer will have to pay 80% of the remainder of the contract if he wants it cancelled Thanks
Ms***, I apologize for all of these inconveniences that have been causedWe would like to get everything resolved immediatelyAs per the written contract that was signed, Security or Safe Home can not pay for the alarm fees but due to the circumstance we will take care of $of that amountWe will be giving you a call to set up the fastest way to get that to youAs far as cancellation, we need a written notice (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 processTheir phone number is, 800-833- 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 OneWe 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 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 himHe said he was asked to call me, but could't make the decision about letting me out of my contractand that he would have to email upper managementI've yet to hear a response from upper managementI think it's ridiculous that a business with an A+ rating with the Revdex.com is able to treat customers like thisIt has been months with virtually no communicationall I get is that "someone from upper management" will get back to mewhich never happens Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Re the issue of the 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 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 alarm citation issue resolved today, after the trouble started in late July, 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] ***
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 report Everything has been resolved
The customer was offered a settlement for $and we would write a new letter stating that the motion detector that was causing the issue was taken downWe are waiting for a response to be able to process this and get it taken care of as soon as possibleThanks
This issue has been resolved with the customerThank You
Security One has tried to reach the customer several different times to fix the issue that was at handWe could have credited the account for one month for all the inconveniences and when we tried to schedule a technician to go to the home, we were notified by the customer that they switched companiesWith this being done, the contract is still valid being that the service was refused by the customer and Security One was not given the opportunity to fix the issueThis was a simple issue that could have been fixedThe contract can not be cancelled based on those termsWe would need to go to the home and reprogram everything now that another company has taken control of your systemPlease give us a call at your earliest convenience 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 belowI have not received the $payment from security one , can you please inquire if this payment has been sentThank you [redacted]
We've reached out to the customer and quoted him on what the cost will be to get the extra features on the system to have up to usersThanks
We have sent a dispute for unauthorized credit inquiries to transunion, they require the person who received the unauthorized dispute to also log into their website (Transunion.com) and dispute it as well to expedite the processIf you would like, you can call into customer service and Security One can send you a letter with company letterhead to give to the Loan Officer who will be processing the loan for the new homeThank You
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 agreementThe system was working and the service was being provided, it seems like the issue was with the app that could have been solvedThe appointment that was made, (when they said it would take weeks) was made with the monitoring station and not Security OneOnce 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 usWe are and have been willing to resolve this in the best and quickest way possible and hope that you allow us to Thank You
Mr***, In regards to your complaint, we would like to get this resolved as quickly as possibleEvery conversation is recorded and confirmed so that there is no misunderstandings or promises made that can not be keptIf you could grab the copy of your agreement, everything is in writing as wellOn the first page, about half way down there is a clause that is named, "Customer Responsibility to read the agreement"Where it states that the customer is responsible to read the agreement and upon signing it, agreeing to everything on itNow if you turn your attention to the back of the agreement, section 19, where it says Acknowledgment: It reads, "Agreement shall not take effect until Company has received a satisfactory credit report on the customerCustomer hereby authorizes release of credit information to the company and/or its assigns at any time during the term." Upon signing it, you authorized Security One to obtain a copy of your credit reportTherefore we can not cancel out the service agreement based on the complaint that we receivedIf you have any further questions, please contact our customer service department Thank You
Security One will not charge to have a technician go out and repair the systemWe 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 warrantyWe will also continue to keep trying to get a hold of the customer to schedule this appointment asap and resolve the system issueAs far as being released from the contract without penalty, Security One will not release the customer without a penaltyThe 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 issuesWe 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 commercialHer house is not completely secureThey sold a package to her but didn't secure the houseThey put her in a contract so you could up sale her for more moneyYou promised on the commercial $1000+ of equipment looks cheap and it doesn't work properlyYour customer service is horrible also.Come pick up your equipment] 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.(My elderly mother didn't get the service promised on your commercialHer house is not completely secureThey sold a package to her but didn't secure the houseThey put her in a contract so you could up sale her for more moneyYou promised on the commercial $1000+ of equipment looks cheap and it doesn't work properlyYour customer service is horrible also.Come pick up your equipment] Regards, [redacted]
The customer was offered a settlement for $and we would write a new letter stating that the motion detector that was causing the issue was taken downWe 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