Security Systems, Inc.

Review: On 5/20/13 when I called to cancel my service with this company since I'm not very satisfied with their service.

I've received the new contract to be sign, but I will not sign it because I have found a better alarm company which offers me better rates and protection. Desired Settlement: get out of this without having to pay any money to cancel. I will not sign the new contract.

Business

Response:

Business Response /* (1000, 9, 2013/06/13) */

Safe Home Security reached out to Ms. [redacted] on X-XX-XX to perform a client satisfaction survey. Ms. [redacted] rated our company a 4 out of 5 (5 being best). It seems as though Ms. [redacted] has found an alarm company that is offering a more economical price. Ms. [redacted] spoke with a Senior Account Executive, [redacted] on 5-20-13. Mr. [redacted] offered a reduced rate of $29.99 in which the customer declined. This agreement is set to expire on March 29, 2016. Safe Home Security is willing to reduce the expiration date of the current term to May 1, 2014 to ultimately seek a resolution. Of course, Safe Home Security would be more than happy to extend our offer of reduced services seeing as this is what the customer is truly looking to have.

Review: Account #

On 11/17/2011, I installed a security system with [redacted] for a contract of 2 years at [redacted]. Contact expired on 11/2013. A contract was renewed later on. I contacted over the home Customer Services [redacted]) and I was told to send an email requesting the cancellation of services and a copy of my [redacted] from the sale of my home. I sent the email on 06/15/2015 requesting to cancel my security system since I had to sell my house and I was no longer living there and in addition requested the possibility of setting up a new security system at my new place since the one I bought at the beginning was already 4 years old. Gave them both addresses. I contacted over the phone numerous times customer services for an update on my account and I was told they were going to review my options of relocating the system (if available) or getting a new one since the other one was old. No answer or call back was provided to me. After a week all my phone calls were transferred to voice mail or the supervisor which didn't provide me any solution. Bills keep coming but no service at my new place or someone to take care and provide me with options and they put a negative review on my credit report. I keep contacting customer services but they say they will call me back ...and I'm still waiting, they no longer transfer me to a supervisor. I decided to contact them thru their [redacted] page but I'm getting the same results... Some one will call you. I contact them on 06/19/2015, got apologies on 06/23/2015. Contacted them 06/25/2015 telling them I'm still waiting for someone to call me, more apologies on the 06/27/2015 but no calls. I again contacted them on 07/07/2015 with my phone number and even gave me my work number, this time no answer. My last contact was on 08/18/2015, were I let them know I was clearly dissapointed for the lack of service and no answer from them ..today is 08/30/2015.Desired Settlement: Since lack of communication and customer care and retention from Safe Home Security has been egregious and totally unnecessary lack of concern, I request for them to cease billing and to correct and eliminate all negative remarks on my credit report with all credit agencies.

Business

Response:

THE ACCOUNT HAS BEEN CANCELED, AND A CREDIT REPAIR REQUEST HAS BEEN SUBMITTED. PLEASE ALLOW 30 DAYS FOR IT TO BE RELECTED ON YOUR REPORT.

Review: ON JULY 18,2013MR [redacted] ARRIVED AT MY HOME AT ABOUT 9.00PM STATING HE COME TO UP GRADE MY ALARM SYSTEM.I HAD AN ALARM SYSTEM WIT [redacted] WHICH I BELIEVED HE WAS WITH AT NO TIME DID HE STATE HE WAS WITH ANOTHER COMPANY.ON THE SAME DATE [redacted] ARRIVED TO INSTALL MY UP GRADE AT THIS TIME HE HAD PROBLEM GETTING MY PHONE LINE BACK TOGETHER IT WAS GETTING LATE SO I ASKED HIM IF HE COULD COME BACK, BECAUSE I HAD TO GET UP EARLY FOR WORK AND HE STATED YES,IT WOULD BE ANYWHERE FROM FRIDAY TO SUNDAY.I LET THEM KNOW WHAT TIME I GET HOME.WHEN I ARRIVED HOME IT WAS A LITTLE AFTER 3.00PM I CALLED [redacted] TO SEE IF SOMEONE WAS STILL COMING OUT TO FINISH MY UP GRADE AND THE LADY I SPOKE WITH STATED SHE DID'NT SEE ANYTHING DOWN FOR ME AT THAT TIME I LOST PHONE SERVICE,BEFORE I COULD CALL [redacted] BACK MY [redacted] AND ANOTHER GENTLEMAN ARRIVED AND FINISH THE [redacted] CALLED ME LATER THAT WEEK AND STATED THAT A [redacted] CALLED TRYING TO MAKE CHANGES TO MY ACCOUNT,AND I STATED I WAS THE ONLY ONE THAT COULD MAKE CHANGES TO MY ACCOUNT AT THAT TIME THE GENTLEMAN ASKED ME IF I HAD DID ANYTHING TO MY ALARM SYSTEM AND I STATED YES I HAD JUST UPGRADED AND THAT'S WHEN I FOUND OUT THAT IT WAS NOT VIVIT THAT CAME TO MY HOME.I DID THE UPGRADE THINKING IT WAS [redacted] BECAUSE THAT THE ONLY COMPANY I WAS USING FOR MY ARLAM SYSTEM.I THINK THAT WAS VERY WRONG HOW THEY COME TO YOUR HOME LIKE IT'S THE COMPANY YOU ALREADY DEALING WITH.I THINK MY CONTRACT SHOUD BE VOIDED,AND SOMETHING SHOULD BE DONE TO THIS COMPANY.PLEASE CONTACT ME AT XXX-XXX-XXXX OR XXX-XXX-XXXX THANK YOU.[redacted]

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I THINK MY CONTRACT SHOULD BE VOIDED.BECAUSE NOW I HAVE TO PAY [redacted] AND [redacted] THEY WOULD HAVE CAME AND SSAID I'M WITH [redacted] WE ARE TRYING TO SEE IF YOU WANT TO CHANGE COMPANY I WOULD NOT HAVE HAD ANY PROBLEM WITH THEM INSTEAD THEY WAS ACTING LIKE THE WAS THE COMPANY I WAS ALREADY WITH.I JUST WANT MY CONTRACT ENDED.

Business

Response:

Business Response /* (1000, 5, 2013/08/19) */

Contact Name and Title: GLADYSBELL SANTIAGO

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@SAFEHOMESECURITYINC.COM

AFTER REVIEWING THIS ACCOUNT AND SPEAKING WITH [redacted] ON 8/2/13, I HAVE RELEASED HER FROM OUR CONTRACT. NO FURTHER OBLIGATIONS ARE REQUIRED.

THANKS,

Review: I'm writing on behalf of Mr. [redacted], a ** year old [redacted], currently living in Assisted Living in [redacted] In November 2014, Mr. [redacted] contracted with SafeGuard America to provide an Emergency Response Pendant and Home Alarm System for he and his wife in their home. On April 4, 2015, his wife fell and broke her hip. After hip surgery and more than four weeks of in-patient rehab, Mr. & Mrs. [redacted] made the determination that they needed to move to an Assisted Living Facility. We contacted Safeguard America and they informed us that they needed to submit a request in writing (email acceptable), along with a copy of their Assisted Living Facility contract. They also mentioned that Mr. [redacted] would be responsible for 90% of the remaining balance due on the contract of $1430.52. Mr. [redacted] was unaware that he had committed to a 60 month contract and he was also unaware that they would automatically bill his bank account. We submitted an email request for cancellation, along with a copy of the Assisted Living Facility contract. We received a voicemail from a company representative, but after multiple attempts to contact him back, he never returned our calls again. We called the local Vice-President of Sales & Marketing [redacted], but got his voicemail and he has not returned our call.We are very concerned about the sales practices of SafeGuard America, as there was no mention of a 60 month contract in their advertising flyer, nor was there any mention of requiring automatic billing. Considering Mr. [redacted]'s age at the time he signed the contract (** years old), it is very disconcerting that they would require him to commit to a five year contract, especially considering his age and health status. We feel that this should be considered an Elder Abuse violation and actions should be taken to preclude other elderly persons from being put into this unfortunate situation.Desired Settlement: We request that Mr. [redacted] be allowed to terminate his Security Alarm contract effective June 19, 2015 without any further payment or penalty.

Business

Response:

We have spoken to Mr. [redacted] on multiple occassions. At first we offered to reduce the contract to 3 years and that was not accepted. Most recently we offered 1/2 off to cancel or $706.13. We were told they would take it under advisement. Contract was signed, Installation certificate signed, 8 payments made. Medical pendant completely functional. It is our contention that the customer simply wants this terminated due to life change and we are willing to meet them half way.

Consumer

Response:

Review: [redacted]

Mr. [redacted] is ** years old and rejected their offer to have him pay over $700 to cancel a service that medical necessity has negated his need for. Mr. [redacted] was ** years old at the time that the salesman had him sign all the paperwork. With his declining health, memory, and eyesight, he was unaware that he was signing a contract that committed him to paying for 60 months with a 90% buy-out if cancelled early. He simply wanted a Medical Alert pendant for him and his wife and he was upset that what he got was a complete home alarm system that he didn't need and didn't know how to use. The representative from the company stated that the contract terms were clearly stated on the contract, but he failed to acknowledge that at ** years old, Mr. [redacted] had a limited ability to understand or even read all of the legal text in the contract. He lived in a Senior Citizen Mobile Home Park and had lived in the same home for 36+ years without feeling the need for a security alarm system. His age and inability to fully understand what he was signing is the reason for his original complaint. The sales flyer that prompted his initial call for the service made no mention of a lengthy contract, expensive buy-out, or the requirement to include an entire security alarm system. In fact, the flyer states in bold letters, "Free INSTALLATION, Free ACTIVATION, Free EQUIPMENT", as well as "$17.95 per month" and "Limited Time Offer up to 6 Months Free Monitoring". Now we're finding out that FREE really means paying $1,925.40 ($32.09 x 60 months). Instead of $17.95 per month, Mr. [redacted] is paying $32.09 per month and he did not receive any free months of monitoring to my knowledge. Mr. [redacted] only wanted the Medical Alert pendant for him and his wife, so he was unaware that it required the installation of a home security system and the commitment to a long-term contract. Mr. [redacted] does not have any relatives in the vicinity of his home who could have reviewed this contract before he signed it, so he took the salesman at face value without fully understanding the several pages of legal text in the contract. When he signed the contract in November 2014, he had no intentions of moving from his home, but his wife's fall and broken hip on April 4, 2015 changed all their plans. Mr. [redacted] explained that he lives on a fixed income and was forced to move to an Assisted Living Facility due to his declining health and the fact that his wife recently fell and broke her hip. After surgery and many weeks in rehab, it was determined that they could no longer live in their home, so they moved to the Assisted Living Facility on June 19, 2015. The basic complaint in this case is that the company took advantage of an elderly person and wrongly assumed that at ** years old, the customer could fully understand the legal terms of a contract. This contract should have been reviewed by a neutral third-party that could have explained the terms of the contract and made sure that Mr. [redacted] (or any elderly person for that matter) fully understood what he was signing. There are laws to protect our elder citizens and they should be protected from situations like this.

Sincerely,

[redacted] on behalf of [redacted] as he does not own a computer or have internet access.

Business

Response:

We do not see this as an inappropriate product. The system was installed with a medical pendant. The contract and associated documents contained full disclosures. Both Mr and Mrs reviewed and signed. They paid 8 months without complaint, long after legal rights of recission. How about continuing to pay it monthly if the lump sum is not financially feasible.

Consumer

Response:

Review: [redacted]

This company seems to think that there is nothing morally wrong with selling a 5 year security alarm monitoring contract with a 90% buy-out clause for early termination to a ** year old person who has owned the home for decades and then is forced to move to an Assisted Living Facility due to health reasons. Mr. [redacted] has adamantly refused to accept their offers to have him continue to pay for a system that he can no longer use for an additional 28 months or the $700+ second offer they made, especially when he has no memory of signing a contract with these terms. This company, and every other company that is marketing to the elderly, should be required to conduct their contract negotiations in the presence of a neutral third party to insure that the elderly client fully understands what they are signing. Mr. [redacted] is going to patiently wait for the [redacted] to respond to his complaint about the fact that a company can sign an elderly person to a long term contract without their full knowledge and understanding of the legal terms of the contract and without the presence of a third party to look out for their best interests. There is no further need to discuss this issue, unless the company is willing to terminate the contract for compassionate reasons regarding an elderly person in poor health who's been forced to moved to an Assisted Living Facility and has no further use for the system in question.

Sincerely,

[redacted] on behalf of Mr. [redacted]

Business

Response:

We are satisfied we made significant efforts to resolve.

Review: We entered into a contract with Safeguard America in December of 2009 to provide monitoring of our security system for our house in [redacted]. The address was: [redacted]. In August of 2014 my husband was notified that we were being transferred to [redacted] for his work. We contacted Safeguard America by phone to talk about ending the contract and we were told that we resigned a contract in December, 2012 and that we would be responsible for paying for the security services until Dec of 2015, there were no exceptions. I then wrote a letter to them and we received a response from them that we were responsible for the services till Dec of 2015. We elected to have the monthly amount withdrawn from my husband's checking account and therefore cannot stop it without going through the company and they refuse to stop the automatic draft. We had service with them for 4 years, it was not our decision to move, we were transferred. I feel that their refusal to end our contract is unreasonable under the circumstances. Product_Or_Service: Security Monitoring Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund They have been withdrawing $39.99 from my husband's bank account since the initiation of the service. We moved in November of 2014. I would like to have the automatic draft discontinued and be refunded our montly fee starting November of 2014.

Business

Response:

If the customer can provide documentation that the home is no longer in their ownership, the company will go against agreement terms and close out the account early. There will be no refund due as the company would be waiving 10 months of payments.

Review: My complaint is that our alarm doesn't work and hasn't in about two years.it started about two years ago are alarm would go off between 1-4am in the middle of the night while we sleep. it wakes, all of us up and we are thinking that someone is trying to brake in our home. we have called the company and they send the same service man out and they say its fixed only to find it going off again in the middle of the night, and if we set in in the day and leave it gos off about 45 min later and they call us to see if we want the police out,and we are not going to drive all the way back home. I told them the contract should be both ways , they say im contracted to pay, but they should be contracted to give us a working service. I want out of the contract and take off the $ 300.00 bal. being the alarm hasn't worked in two years, I pay around $153.00 for three months,so taking off the $ 300.00 is only going back one year, we think that's fair , the contract is up in aug anyways,

Account_Number: XXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

zero bal. and out of contract.

Business

Response:

Business Response /* (1000, 5, 2013/05/21) */

Contact Name and Title: Douglas A Hallowell, VP

Contact Phone: XXX-XXX-XXXX,ext1629

Contact Email: [redacted].com

The customer has never called or written in to cancel the service. They cancelled the last service appointment in late 2012. We [redacted] offer 50% of what they owe to term to cancel this. Pay $220.30 by June 15th, 2013 and we [redacted] forgive the remaining balance and cancel the account.

Consumer Response /* (2110, 7, 2013/05/23) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

To whom it may consern , I'm at not happy with accepting

This deal but I'm am do to the that I just want it to be over,

I feel the a contract should protect both parties, the company

Sould only charge you if their services are working, and in this case they were not, and I feel you didn't do anything for my family by not having a working alarm , so why should I pay ,

Put yourself I'm my shoes, and what would you exspect .

If I can't turn on my alarm at night , due to the fact it go's off

With faulse alarms and my family gets up thinking someone

Is braking in. Why would you charge me, and let me out of contract . Your service people have been out to fix many of times with the same results

Review: This company preys on the elderly. My father is 79 years old and has had a stroke. The saleman of this company went to his house and set up a system with an alarm and medical alert under a 5 year contract. My father can't even raise his arms above his head and can barely sign his name. The salesperson was aware of these issues. So now he has an alarm system that is never set because he can't do it. As for the alert system, my father spent last night, April 27, 2014 on the floor of his kitchen. He pushed the panic button on his wrist band. He said an operator called to him from the unit and he told her he had fell and needed help. We found him this morning on the floor. When I called the company, I was told that they called his home and spoke with him and he said he was ok and it was a false alarm. The alarm was not reset all night and no one bothered to recheck why the alarm was still going off. No one was called to his assistance. This company gives a 3 day return policy but has 5 different phone numbers to call and it takes over 3 days to get through. If you cancel the service you are charged 90% of the contracted 5 year service price. Contract writing on the reverse side that the customer is supposed to be agreeing to is 2 pages of real tiny writing. Something needs to be done about their sales associates and their cancellation policy.Desired Settlement: Want the system removed from the house and the contract null and void at no cost to my father. My father did not understand what he was signing for when the contract was signed. I have POA over my father but the company said it didn't make any difference.

Business

Response:

THE SAME DAY THE COMPLAINT WAS MADE, THE CUSTOMER ALSO CALLED US FOR SERVICE. IT WAS SHEDULED AND COMPLETED 5/6. THE ACCOUNT CAN NOT BE CANCELED UNTIL THE TERMS OF THE AGREEMENT ARE MET, DUE TO THE SYSTEM WAS INSTALLED AT NO UP FRONT COST

Review: I signed a contract with this company in March 2013, and the alarm has not worked since day one. They have replaced all the sensors and the keypad and it still does not work. The health issues come from me not being able to sleep because of the monitoring company calling in the middle of the night to say the alarm went off when it has not. The strees level is killing me espcially when I get the police knocking at my door and telling me they will start charging me for false alarms. I have had 4 different technicians come to my house and supposedly fix the issue, but it is nt fixed yet. Every time I call, I get the same response, we will send another technician to troubleshoot the alarm to see if they can find what is wrong. In the meantime I cannot sleep, which is causing my blood sugar to spike not to mention my brain to not function properly.

Product_Or_Service: Alarm system and monitoring

Account_Number: [redacted] (account)

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I signed a five year contract that to get out of it I have two options; cancel and pay the full amount of the contract, even though they did not meet their end of the contract, or take them to court for breach of contrcat, pain and suffering. I want the alarm either fixed properly or a way to get out of this contract without adding undo stress by having to pay them for a service I am not getting.

Business

Response:

Business Response /* (1000, 8, 2013/06/10) */

We are servicing the account on 6-18-13, where we plan on repairing the system back to one hundred percent.

Review: The New Security System stop working day after install with no power on the display and no call from the company of trouble with system.

The problem happy on 12/14/2014; security stopping working.The purchase date and install on 12/13/2014.The customer account # is[redacted].The sale representative name is[redacted], phone # ###-###-####, Dealer #[redacted], alarm monitoring service agreement system#/Account # [redacted] and install name[redacted] ###-###-####. The monthly payment amount is $49.99 monthly including taxes for 60 months. The payment method is bank draft from checking account. I already a security system that working with another under a contact. [redacted] promise verbally in front my wife that his company will fix any problem with the security system for free, upgrade, monitor, equipment failure, and quick response if monitoring had any problem the monitoring will call immeditaely. I have made many calls asking the company for help to get my security system fix. I have never live with a security system since I brought my home. They promise to send tech to repair the problem and no one never came, call, and no follower up from the monitoring company that my system is being monitor.Desired Settlement: I want the security system fix or withdraw me from the contract, bank draft for the 60 months agreement and keep the security system since gave to me free of charge. I them to pay the other security company for the remaining agreement since They promise worry free to the customer. I like a complete refund for any loss by this company.

Business

Response:

I’m responding to the Revdex.com complaint #[redacted]for [redacted]. Our Customer Service Department has been in contact with Mr.[redacted] and scheduled a service call for 1/22/15. Thank you. [redacted] Safe Home Security

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,

[redacted]Attention to Revdex.com and [redacted] and Safe Home Secure:Response on the date 01/21/2015, a Security Technician name**, cell number ###-###-#### call at 4:36 P.M. to [redacted] to repair the problem. ** arrived at the house at 5:55 P.M. In the conclusion, ** discovery that the technician had burn up the old transformer, that they didn't install two new ones for the new security system; furthermore, they only use the owner old security system equipment one transformer. Lastly, ** was unable to do the repairs and my ([redacted]) security system is still down and had not been working since December 13, 2014. As of now, I ([redacted]) have not heard from anyone, about fixing the problem and bill has been bank draft out of my account of $49.99 on 01/20/2015 with a product sold to the customer and not working. Sincerely,[redacted]

Review: I lived in my house about two in a half years ago in Orlando, Florida. I was using [redacted] services for the security system of my house. I tried to cancel my service in July of 2012. I was told I couldn't cancel my service cause it was under contract until January 2013 & they needed notice a month prior or it would automatically renew. In December of 2012, I sent my first of many attempts to cancel my contract. I kept paying until I fulfilled my contract. We moved out temporarily, the house was completely empty and [redacted] continued to monitor it without my knowledge, because I had sent a cancellation letter already. In April of 2013, we moved back to the house at this time I've accumulated about $300 in charges for the monitoring of my house by [redacted] since January of 2013. I wrote on the bill, "I'm going to loose my house it's in foreclosure, please stop monitoring"...Needless to say two months later we loose the house. We moved to an apartment down the street and I started receiving bills from [redacted] again. Once again, I wrote to cancel my contract with no success. The house was sold in February 2014 by the bank and I moved to South Carolina in April of 2014. A month after moving I received a bill in South Carolina from [redacted] stating $700 or so. Two months later I received a final attempt to collect from [redacted] that I had until the end of August to make a payment arrangement. I called three times, I left two voicemails, I wrote a third letter, gave them my personal phone number, but never heard from [redacted]. Two weeks ago, I receive a bill from [redacted] that they are still monitoring my house in Orlando, Florida. The current bill now is $1338.96 and that includes late fees and finance charges. I've called, written letters, left voicemails, lost my house over a year ago and attempted on multiple occasions to cancel my contract with no success.Desired Settlement: I wrote to cancel my contract on several occasions. I understand that they provided a service that I "wasn't" using, but I'm willing to come to an agreement. I haven't been in the house since April of 2013. I will pay for services provided till that date, even though I requested cancellation before that. I would like one of their representatives to contact me or at least return my phone calls so we can make a payment arrangement. Cancel my contract and stop billing me...I want them to be fair.

Business

Response:

This account has been canceled per the customer's request. There is no money due and there will not be any future billing.

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: Unauthorized automatic renewal of a three year contract after I had verbally mentioned to a customer service rep that I would not renew.

I originally spoke to[redacted] in June asking when my contract expired and mentioned that I did not intend to renew due to the high monthly cost. I told him that I had found other companies that charged far less. He promised to see what he could do to reduce my rate and call me back. He never did and the matter was forgotten until I started to get continuing automatic charges to my credit card after the expiration date.

I called and spoke to [redacted] who said that it was too late to cancel and that an automatic renewal had been done since there was no written notice of intent to cancel. There was no notice given by mail or email of this renewal process as is done by every reputable company I have similar arrangements with. Blanchard refused to do anything about it. When I asked to speak to a supervisor he told me that he was the supervisor and would do nothing. After considering a path forward to this shoddy treatment, I called back numerous times to further discuss this situation and every call was NOT returned. I did get through to a customer service person asking to have my billing changed to paper billing. That request was also ignored. I then sent a registered letter demanding a cancellation that was within 30 days of the automatic renewal. This is the time that most reputable companies provide as a grace period. The response was a form letter saying that my account had been renewed and making no mention of receipt of my letter.

I proceeded to close the account that was been automatically debited. I now get letters demanding the payments and threatening collection as did Blanchard.

The company has not provided monitoring services to me since last August as evidenced by the test signal log from their own website.

According to my attorney, I should not be charged for services not being rendered.

I must wonder if the owner [redacted] condones the shoddy practices and unprofessional behavior of his employees...... Desired Settlement: Immediate cancellation of the contract.

Refund of the fees charged since service terminated in late August until I was able to stop payments in March. About $230.

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

This customer has an agreement that is in effect until September 10, 2015. This customer has not paid Safe Home Security since January of 2013. Seeing as the customer has contracted another company due to cost, we will agree to close his account without penalty. There is no money due and there will be no refund as well.

Senior Account Director

1-800-833-3211 ext. 1105

Consumer Response /* (2110, 7, 2013/04/15) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

The main issue was having the account closed as had been requested many months ago. Total fairness would have been a refund of the payments taken from my debit card after they knew of my request for termination. I will accept this compromise.

Review: This company calls my house 4 to 5 times daily after I even told them to take my number off of there call list because I was not interested in there services or product.Desired Settlement: No further contact by the business

Business

Response:

We do not do outbound telemarketing and we cannot locate Mr. [redacted] in our database. We would suggest you telling whomever is calling you to add you to do not call list and report them to FTC if it continues.

Review: This complaint is being submitted for my mother who is 74 years old. She purchased a security system from this company. They installed the system about 18 months ago. My nephew got up in the middle of the night about 4 or 5 months ago and set the alarm off. No one called or showed up to my mom's home. My brother later set it off on purpose and no one called nor did law officials show up. So my brother called and the company sent a tech to check the system out. The technician stated that the alarm had never been activated. That is way she received no call or no law enforcement when it was set off. She had paid $49.99 a month for 14 months for nothing! When we contacted the company and told them what had happened they said that it was her fault and they WOULD NOT refund any of this money to her. They claim that she should have called them every month to see if it was working properly. Really! I have never heard of such. We believe that they should reimburse her for all or at least some of her money. She does not have extra money to throw away at her age. Needless to say we are stopping the payments that were being sent to the company and would advise EVERYONE NOT TO purchase their alarm systems!!Desired Settlement: Refund of all or at least half of the payments that she has made from April 2012 to August 2014 when we learned that the system was never working.

Business

Response:

The complaint was made by the customers daughters without the account number or any information to help us locate the account. Please provide

Consumer

Response:

Review: I signed a contract with [redacted] America 6 months before my house was sold in short sale to avoid foreclosure. WHen I signed the sales person indicated that I could transfer the service to any other property. I called two weeks before the closing and spoke with [redacted] who indicated that a technician will go to the house to remove the equipment I paid for. THey never showed up. I called and emailed her several times, and after I moved she called asking me for pictures of the system the rental prop had installed. I sent the pictures she indicated that there was no system compatible and they will cancel the contract but she had to confirm.I emailed and called several times and no response. I am receiving collection statements and calls. I just receive a letter indicating that my case will be taken to the next collection level. I feel harrased from them because I did what I was supposed to requesting the service to be transferred and they did not do it. [redacted] was incompetent and irresponsible and never provided with the service she was supposed to. The actual owners of the property have the service because they did a new contract and the company pretend that I pay for a service I am not receiving. They affected my credit reporting a debt even I requested them to transfer the service as the sales man indicated when I signed the contract. I asked the specific question during the conversation with the salesman and he indicated so.Desired Settlement: I request to have the contract cancelled efective September 1, 2013 and the balance due to be cleared off and deleted from the credit bureaus companies.

Business

Response:

Customer called in on 9-7-14 asking about moving system, and it was explained what needed to be done and paperwork was sent out. Customer then called on 9-20-14 telling us she needed to turn in keys, and then told us her new location had a [redacted] system. We explained that we could replace system with completed paperwork turned in, which we did not receive. We are willing to service this account, but as of today, only two payments have been made and balance is 816.00 with only 98.10 paid on the 1654.20 agreement. I will be turning this over to the Collections mgr and if customer needs the service, I will review the balance and reduce some of the balance upon payment being made. My contact information is [redacted] ###-###-####.

Review: My husband signed a Alarm Monitoring Service Agreement for service from Security Systems, Inc. DBA [redacted]. They told my husband the only way we can do this is if it comes directly from our banking account automatically. So at that time on 9-15-14 we were given a pink copy of the Agreement. (with No term) I wanted to call the Business to find out about going to a statement instead of automatic withdraw. I'm just not comfortable with that, and wasn't there when my husband signed, so any way, when I called I spoke to an [redacted] @ ext [redacted], and she said we have a five year contract and that's the only way for payment is automatically from your checking account. I didn't like it, and I didn't have any paper work to tell me about the 60 month contract. So [redacted] sent me a copy of the Agreement my husband signed that stated 60 month contract. We received the copy and the person the signed [redacted] is Not my husband. It was signed by a[redacted] in my husbands name. They also took over 100 dollars from our checking account. At this time we have stopped any transactions from this Company from utilizing our Bank Account. They have committed Fraud, by signing my husbands name and as far as we're concerned this Agreement is Knoll and Void.Desired Settlement: We would like them to come pick up there equipment at our house and refund any funds taken from our Bank Account, and we would like a Cancellation Number, and our Monitoring Service has been taken else where. Contract Knoll and Void. Thank You [redacted]

Business

Response:

We called the home number ending in [redacted], it was out of service, so we left a message on alternate number ending in [redacted], we hope to resolve their issues with the billing and the rates.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I've spoke to them once or twice, the last call was I told them not to call us anymore, we want nothing to do with a Company that Practice's Bad Business, If they want to get a lawyer then so be it, we want Nothing to do with them, and we'd like our Money back....

Sincerely,

Review: The initial plan was to send me a bill every three months. At the beginning of this agreement I paid with a check, the company, SafeGuard America took my routing number and collect the money from my bank every month against my will and consent. When I contacted SafeGuard America in regards to this issue, they told me I should of signed indicating that I did not consent. However, when I initially signed up with SafeGuard I made it perfectly clear that I would like to pay every three months and receive my bill every three months and the company agreed with these initial terms when I first signed up with the companyDesired Settlement: I would like a refund, and I would like to pay every three months as agreed before I received services from the company SafeGuard America. I consider it disrespect to withdraw monies from my account without my consent.

Business

Response:

UPON REVIEWING CUSTOMERS AGREEMENT SHE DID IN FACT SIGN FOR ELECTRONIC FUNDS TRANSFER USING HER CREDIT CARD , HOWEVER PER HER REQUEST WE HAVE DELETED THE INFORMATION AND SHE WILL BE BILLED GOING FORWARD.

Review: SAFEGUARD AMERICA INSTALLED A MONITORING DEVICE IN OUR HOME 9/2007 WITH A VERY OUTDATED DEVICE, I WAS TOLD THAT SOMEONE WOULD BE AROUND IN THE NEXT MOUNT TO INSTALL A MORE MODERN DEVICE. THE SYSTEM WOULD ACCIDENTALLY BE ACTIVATED BY MY KIDS AND THE ALARM WOULD GO OFF FOR EVER IN OUR NEIGHBORHOOD YET NO ONE WOULD EVEN CALL FROM SAFEGUARD TO LET US KNOW OUR ALARM WAS ACTIVATED. I WAS TOLD ON SEVERAL OCCASION BY REPS THAT THEY COULD NOT SEE THAT OUR ALARM WAS EVEN ACTIVATED. I SUBSEQUENTLY WENT WITH ANOTHER COMPANY BUT CONTINUE TO PAY SAFEGUARD UNTIL THE END OF MY CONTRACT IN 2010. WRITTEN NOTICE WAS SENT TO THE COMPANY PER THEIR REQUEST,YET THEY CONTINUE TO BILL FOR A SERVICE I NO LONGER HAD FOR OVER TWO YEARS. IT IS NOW 2014, I AM USING MY SECOND MONITORING COMPANY SINCE SAFEGUARD AND CONTINUE TO RECEIVE BILLS FROM THIS COMPANY. I HAVE SPOKEN WITH SEVERAL REPS STATING MY PROBLEMS YET NO ONE WOULD LISTEN. THIS COMPANY IS RUINING MY CREDIT REPORT FOR ABSOLUTELY NO REASON, PLEASE HELP.Desired Settlement: TAKE MY NAME OFF THEIR RECORDS AND STOP THE HARRASSING MAIL AND PHONE CALLS

Business

Response:

The customer signed a 36 month agreement for monitoring in August 2010. We did recieve a timely cancel letter in April of 2013. However, the customer stopped paying in January 2013. The customer owes 7 months @ $35.95 or $251.65 plus late and finance of $183.38. Please call us and submit $435.03 to settle this account in full.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is refreshing to finally hear someone from the company acknowledge that they received my cancellation notice and also in the timely manner that I sent it. They have been denying that I ever sent a letter even after another was sent. The last bill I received dated 01/10/2014 clearly states that I was being billed for monitoring services for the period 02/02/2014 to 05/01/2014 with a remaining balance of $831.97. I do agree that I owe for the 7 months remaining from 02/2013 to 08/2013 and would be happy to settle this account should I receive a corrected bill. This company have verbally abused me by phone, ruined my credit report and billed me for a service that I did not have when this could have been easily settled if they had been honest in the first place and provided quality service. My home was broken into while this security system was supposed to be monitoring, the alarm was deafening the entire community, yet no one from the company alerted us because the system was not connected, no one came out to even check the system. Not until I called to have it cancelled did they offered to have someone come out, by then I had already been connected to another more reliable company who have provided excellent service since 01/2013.

Sincerely,

Business

Response:

Please see our previous response. Please call us at [redacted] and make payment to close. Another option is to print this out and mail it to us with a check for the amount owed.

Review: Where do I begin with my horrible experience with [redacted]? I was a happy [redacted] customer until salesman [redacted] pulled into our driveway on March 14, 2013. He pitched us a great line about how wonderful [redacted] is and how much cheaper it is over [redacted], with a local call center in [redacted]. I remember being hesitant about switching and he asked why. I told him it is because I don't make irrational decisions, I like to research companies. He promised I'd never regret it. Against my better judgment, my husband signed the contract and we have been regretting it ever since. We unexpectedly sold our house in May 2013. We called the company who said "no problem, we will put your account in vacation mode until you are ready in your new house." When the equipment was installed back in March, the tech told us that if we should ever move, we will just have to pay $100 fee for new equipment in the new house. Well, when we were living in our temporary apartment until we closed on our new home, the credit card bill came in. Not only was [redacted] charging us, but [redacted] was still charging us. [redacted] failed to send [redacted] the contract and therefore [redacted] had been charging us. It took 3 months to get a refund from [redacted] due to [redacted]'s lack on follow through! Fast forward to May 2014, we finally got most of our home remodeling done and it was time to get our alarm back. Keep in mind, we were paying for service this whole time (May 2013-May 2014) because we were told vacation mode didn't exist. They still had us at our old address and they said we couldn't get new equipment without paying $500 to buy out our old contract. Called [redacted] up, he said he will "fix it" and put us in a new contract, now $20 more than our original, but we have cell phone capabilities. I called because we were never told the app to download, then we were never given a username or password. [redacted] from an [redacted] center said they'd email us. That was a week ago with a password. I have left 4 messages with people, no response.Desired Settlement: Since this company has failed to provide me with the service agreed in the contract, I believe they are breaching their own contract. I want nothing to do with this company. They fail to take my safety into consideration and therefore, I want them out of my life. I want them to void the contract, apologize to my husband and me and never contact me ever again.

Business

Response:

We were in contact with this customer prior to this formal complaint. I personally spoke with both customers and offered to credit a month for issues with cell back up web site. I also, per there request had my save mgr call to resolve account issues and offer a buy out if that is what they truly want. They have my name and ext for future issues , if they arise. [redacted] C.O.O. Safe Home Security.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I feel [redacted] and [redacted] still fail to see the big picture. We are unhappy with the lack of customer service, failure to follow through, but most importantly, we don't have any trust in this company. How is it that a customer doesn't have faith and trust in a company that we are paying to have trust to keep my family safe? Sometimes COOs and businesses need to put aside pride and money and understand that sometimes making customers happy means losing a contract. It's the cost of doing business. I am truly baffled that this company is so intent on taking my $53 a month rather than give me the option to seek security from another company that I do have trust and faith in. When I spoke to the arrogant COO, he said he has 165,000 customers to worry about. If that's the case, then chalk up one unhappy customer who doesn't trust your company as a write off and move on. It's unbelievable that his solution is one free month and the option to buy out a contract for around $600. Again, where is good old fashioned customer service? Has it come to profits mean more than customer satisfaction?

Sincerely,

Business

Response:

I am sorry to hear that the customer finds my answer unsatisfactory, and arrogant. I offered to correct issues, and per her statement system down for a month credit a month. The system was working, the email address for the web site that was given by the customer was not working, and I explained I could have the V.P. of sales for Alarm. com call her personally. We stand by our offer to make sure the system is 100% and gave her my personal ext , in case issues in the future. We plan on holding the customer to the agreement and per her request, gave her the buy out amount. [redacted].

Review: The company is to provide a monitoring service. However, company actually farms out monitoring service and does not notify you if there is a problem.

Per the contract, the company is to provide a "monitoring service" and the client is to run "periodic checks" on the system. In our case, our system is not showing any default or alert on the panel. It was not until I sent a letter for non-renewal that I received a call about our service. During the conversation, the representative stated he had looked into our system and the third party monitoring center had indicated our system was not working. I informed the representative, we had no indication of it not working. He then informed me that per our contract, **, we are to call them monthly and ask if our system is working. The contract actually reads: " Client hereby agrees to periodically test, at least monthly, observe be aware of its operational status..and request service if needed.

I asked, how was I to know it wasn't working when everything on my end appears correct. He advised me that I have to call them monthly and then they will check our account and see if the monitoring service as indicated a problem. I said, according to your notes from the service, was it working last month? He replied "No". I asked, why wouldn't you contact us and let us know that your third party servicing center has sent you information that they are receiving a failed signal? I was advised that they do not do that. They will only let us know if we call and ask them if our system is working.

I said, we are paying for you to monitor our system, yet, you are actually sending the monitoring service to a third party, who will let you periodically know if the system is actually working, and if it isn't working, you don't notify the client unless they call you and ask if it is working.. and he replied "correct".

A "tech" call was scheduled to see why our system was not working. No one showed during the 9-12 slot and no one called me advising me they were running behind or that there was a problem. Later that day, while I am in a meeting, I received a voice mail from the company stating I had 15 minutes to call them back to let them know it was ok to send someone out there and if I did not call them back with in the 15 minutes, I would have to reschedule the tech appointment.

I called the company the following business day and spoke to a representative who indicated that according to her records, we had a closed account and no monies were do. I asked her to email me that in writing. She said she couldn't.

I was persistent to make sure we had a closed account so I was transferred to the "resolutions manager". I left a message daily for 3 days for him to call me back. Each time I called I was told he was in the office. On the 3rd day, he called me back stating he had not been in the office earlier to return my call.

I stated I wanted confirmation that our account was closed. The manager stated it was not closed and that the representative had misspoken. Per him, we are in contract until 2017. I stated that I feel we were mislead and not informed up front that they do not actually monitor our system and in fact if there is a failure to the system, that they do not notify the client that there is a problem unless the client calls and asks if there is a problem. I told him I would never have agreed to paying for a service that was actually not a service at all. I was advised I " should have asked more questions before signing the contract". I told him I had contacted 6 different security monitoring services and every single one of them would notify the client if there was a recorded failure on there end. I asked where in the contract did it say that they did not notify us if there was a problem. He said it doesn't. I told him I would not have signed the contract under that agreement. I was told again I should have asked more questions. I told him we were mislead and I wanted toDesired Settlement: I want to close the account and have no future financial obligations to them.

Business

Response:

THIS COMPLAINT IS DUE TO THE FACT THAT SHE DID NOT READ HER AGREEMENT AND SHE STATED THIS ON A RECORDED LINE.

HER COMPLAINT IS NOT VALID. I OFFERED HER A SERVICE CALL AND CREDIT SOME MONTHS FOR SERVICE AND SHE REFUSED.

WE WILL NOT CANCEL THIS ACCOUNT.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The contract does not state that the service is managed by a third party who if there is a failure to the system will notify Safe guard, but SafeGuard will not notify the client. The recorded line will also indicate that the sales staff as well as the Conflict Manager indicate that the forementioned information is not on the contract. Repeatedly it is stated from them that the client should have "asked more questions" indicating that the paperwork provided was in fact misleading. The recorded line will also indicate the failure for them to come out as the were scheduled to do so to check the system. I did not reschedule another call because I requested the contract to be canceled. The recorded line will also indicate that I was advised the contract would not be cancelled or reviewed by the President because he is too busy to deal with individual clients and regardless of the validity of complaint or misleading, incorrect, or otherwise the contract was, they will never and have never cancelled a contract. The company is a scam, they know they are and they don't care that they are. I feel very strongly that my expectations from their salesperson were misleading. Whether I read every single word in the contract or not is a mute point. They are not doing what the contract says and have purposely and intentionally left out critical detail in the contract. The contract reads as if they are taking care of the client. They are not. That is false and misleading! For these reasons I am requesting the contract be cancelled. The recorded conversations indicate the willing and purposeful intent to mislead the client.

Sincerely,

Business

Response:

FIRST THIS COMPANY IS NOT A SCAM. AS I STATED BEFORE SHE HAS REFUSED SERVICE AND CREDIT.

AND AS SHE STATES SHE DID NOT READ THE AGREEMENT AND SHE DID NOT ASK QUESTIONS OF THE SALESMAN

THIS IS NOT OUR FAULT. WE WILL NOT CANCEL THIS AGREEMENT.

Review: I have signed an Agreement for Monitoring and Installation of Security Systems with [redacted] on Feb 2010 for 42 Months. My contract should expired on Aug 2013. I contacted them several times and requested to cancel my service and they wanted a written notice to cancel. I emailed them the written notice on the same day as they requested. Several days later, I received a letter from them stating that I can't cancel my service because my contract will not expire until Aug 2015. After looking at the contract, it stated that "Company agrees to provide monitoring service for a period of 42 months from the above date (Feb 2010). This agreement shall automatically renew for a period of 36 months at the end of such primary term or any renewal term thereafter unless the client shall give written notice to the Company sixty (60) days before the end of the primary term or any renewal term. Upon renewal, service will be billed at the current monitoring fee." I NEVER receive any NOTICED ask me to renewal my contract and they just automatic renewal without letting me know. How can they expect the customer to remember to call and cancel after 3 years later. They're forcing me to continue paying for another year for the service that I don't need or can't afford anymore. I need to cancel my contract with [redacted] as soon as possible.Desired Settlement: My settlement is to be able to cancel my service ASAP. I can't afford to pay for an alarm service right now.

Business

Response:

The client was offered a new agreement to reduce their rate so they could better afford the service. The customer has signed and agreed to the new terms for the alarm service.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had to sign the new agreement since the rate is cheaper. I wanted to cancel my service and they didn't let me. I was forced to sign the new contract because I didn't want to not paying them and get bad credit history.

Sincerely,

Business

Response:

The original contract signed included a year long renewal, which Safe Home Security was in legal right to accrue as it was signed prior to May of 2010. To assist the costumer, who alleged that they were experiencing financial issues, we offered a one year agreement with a lowered rate. The company does not force customers to sign any agreement, the customer knew full well what they were signing and understood the agreement.