Security Systems, Inc.

Complaint: [redacted]
I am rejecting this response because: I has been responsing to slove my problem with them for over a year service I  had paid for and the...

person was  talking to was  very Rude and showed no compassion into my problem. My problem begain  when I change my service to another service in 6/15. At the time I didn't know about the contract of 5yrs. The company was to buy out my contract, this was my understanding. As time went on My son was paying my bills because of lack of working. After a year of doing this he asked about this payment. I begin checking on this and found the payment was to Safeguard . Between the two companies we talked tying to keep one and and let one go. About two weeks ago the company that has been servicing my home send me a letter to let me out of their contract . I called Safeguard to see if they would start my service again, but after talking with Ms. Carol, she inform me to pay the bill and she wouldn't turn my service on until I pay the pass due bill. My thinking I has been paying for their service for over a year that wasn't served to me. Why couldn't we come to agreement. That's when the compassion of confusion begin. I don't understand the way she talked to me and wants me to keep paying for no service.
Sincerely,
[redacted]

Complaint: [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.

Better Business...

Bureau:
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]

Complaint: [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]

I’m responding back to the Revdex.com complaint # [redacted].   We are releasing the customer from our agreement.  Our sales rep tried saving the customer but was unable to.  No further obligations are required.   Thank you.

The equipment is yours to keep.  Neither party has any  further obligation to the other.

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.

Our collectors do not make threats and the call will be reviewed to verify such.  The client has a 3 year agreement and the balance due is correct.  If the client wishes to cancel there is a buyout provision within the contract.

Complaint: [redacted]
I am rejecting this response because:  I am glad that they will cancel the contract and I assume consider it null and void with no "buy out" being sought, nothing is mentioned about any refund of payments made from January 2016 until approximately December when the automatic withdraw from the bank was stopped. Is the POA that they mention a copy of my power of attorney that I have for my mother.? Do you need copies of the declaration of incompetency and my mom's guardianship papers? I did not understand what they wanted from the nursing home.
Sincerely,
[redacted]

Customer has been saved and wants to keep our service. Please notate that and let the Revdex.com know there is no issues anymore with this customer.   Thanks,    Brad

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

Must go through [redacted] to resolve.

a full brochure containing the company information, will be mailed to the customer. We apologize for any misunderstanding or  inconvenience

Complaint: [redacted]
I am rejecting this response because: I don't trust this company or their product  I don't want a buyout since they can't gaurentee that my experience with them will not repeat it self, if I run into problems again. They have no regard for my needs or my feelings, and I don't wish to work with them.. I signed a contract with an attorney on Wednesday,  so they should be hearing from him soon[redacted] 
Sincerely,
[redacted]

In response to [redacted] Revdex.com Complaint ---
Our company has followed all installation and service guidelines in accordance with CT state requirements. We have gone above and beyond to satisfy our customer with his unreasonable expectations. We have sent technicians from our office six different times within the last three months. (our company policy is to charge $89.00 for a service and $67 per hour for labor) [redacted] has not been charged once for any of the services in hopes to gain a happy customer. We are willing to do whatever to ensure that both alarms and working properly. However, [redacted] signed a contract at his business and his home for thirty-six months and we fully expect him to honor it, as we will.
Thank you for your time. For any questions, please contact our office.
Regards,
Julianne M[redacted]
Executive Assistant
One Corporate Drive
Windsor Locks, CT 06096
Office: ###-###-####
Fax: ###-###-####
www.Safeguardssinc.com

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

Revdex.com:
 
I have looked on the paperwork and cannot find an account number. Her account name is [redacted]. 
I have reviewed the response and am supplying the company the information. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the system was "NEVER" working as intended.  Document should be provided showing where all malfunctions were corrected and signed by owner.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I guess it's not clear to me as to why safe guard cannot provide us service in the same area? I am not going to pay the full $1200 to get out of this contract. I don't feel I should pay anything, based on the whole situation that we've been through with Safe guard for over a year now, not to mention the time and money my husband lost taking time off to meet your reps who didn't have the courtesy to call and say they weren't showing on our scheduled apt.  I am willing to pay the company$600 to be done with this ordeal. Best regards,
[redacted]

We must have a pay off letter from previous alarm company if the customer is being double billed.   Thank You.   Gladysbell S[redacted] Payroll Manager Dealer Support Manager   1125 Middle St. Middletown,  CT  06457 ###-###-#### Ext. [redacted]...

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