Security Systems, Inc.

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,...


Judith BakerThe situation has indeed been resolved in a way that was beneficial to both parties. They were more than willing to work something out that was acceptable to both. The gentleman that helped to resolve this matter was very professional and I could tell that he was willing to work in all out. He is excellent as a customer relations representative.Thank you for your help in contacting the company with my complaint.[redacted]

Customer # [redacted] was installed on January 12th 2016 – his business, [redacted] – Acct# [redacted] was installed a day prior. Since date of installation, Safeguard Security & Surveillance has gone above & beyond to service this customer.
Our technicians went out to service...

customer’s demands on the following dates :
1/15/2016 - [redacted] - checked zone 6
2/16/2016 – [redacted] – technician added 1 keyfob.
2/18/2016 – [redacted] - checked zone 20
2/19/2016 – [redacted] - technician changed passcode for customer
4/1/2016 – [redacted] – SHS technician serviced motion detector
4/14/2016 – [redacted] - serviced motion
Customer [redacted] just stated on the telephone yesterday 4/14/2016 that he informed technician at service call in April 2016 that his cat lived in the home. Upon technician’s arrival, customer physically took his motion detector off the wall and flipped it upside down without notifying our company. We believe that our company has been more than kind & generous servicing this customer and meeting his demands.
Julianne M[redacted]
Executive Assistant
One Corporate Drive
Windsor Locks, CT 06096
Office: ###-###-####
Fax: ###-###-####
www.Safeguardssinc.com

To whom it may concern:       It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc. The complaint was in relation to lack of service and being billed for that lack of service for several months.  Prior to the complaint, our...

company has contacted [redacted] on several occasions. Leaving voicemails and speaking with the client in regards to the services needed for his alarm system. We have scheduled multiple calls for [redacted] dating back to the twenty second of March 2016 in where services were completed. Once more on the sixteenth of April 2016 services were rendered to correct the security system. But, more work was to be performed to insure the alarm system to work without fail. At that point, [redacted] refused the additional services required.   Furthermore, we scheduled services on the 30th of May 2016, the sixteenth and twenty eighth day of July 2016. All three attempts to assist in service were not successful. We were unable to reach the client on those previous service dates. We have left several voice messages to client and have conveyed letters to him as well to reschedule the appointments. We were not able to reach him. We had not heard from the client until he phoned in to close his account out. Throughout this process, we went on to explain if he had in fact wanted to cancel his account there would be a buyout amount fee applicable. [redacted] refused to pay buyout amount.  We offered the client future service calls at his convenience. We are not able to provide any credits on his account because the technician was available to service the client for these past few months. In addition, [redacted]’s agreement remains valid due to the fact we offered to make repairs and offer services and he declined them all. The offer still remains open if the customer changes his mind and allows us to service him and his home.                 Respectfully,   Stephanie L[redacted] Customer Service Manager [redacted] Safe Home Security 55 Sebethe Drive Cromwell, CT 06416 ###-###-#### [redacted]

We will be releasing this customer with a zero balance.

We have offered to cancel the customers account and refund all monies collected once we have retrieved our equipment.The customer has cancelled one appointment to remove. That appointment was scheduled for 1/7/16.

[redacted] FROM OUR COMPANY SPOKE TO [redacted] AND ACCORDING TO HIM, SATTISFIED HER BY SENDING HER A MANUAL AND WALKING THROUGH SOME ISSUES. WE HAVE CONTINUOUSLY FOLLOWED UP WITH [redacted] AND ANY ISSUES. WE HAVE MADE SEVERAL FREE SERVICE CALLS. ACCORDING TO SHS THIS IS RESOLVED

The customer called in and was given a date of 11/25. The customer called in requesting a sooner appointment. The customer was serviced on 11/21 (4 days than earlier promised). The alarm is operating correctly.

The  customer agreed to all terms in April 2015.  She had a right to cancel within 3 days if unsatisfied, it is too late to do so.  She has phone access to turn alarm on and off, please call us at ###-###-#### to be walked through how to do that.  We do not have online bill pay,...

the customer can either have monthly [redacted] or quarterly billing due the first day of e[redacted] new quarter, her choice.  If you are concerned about [redacted] why not set up a reoccurring payment from your bank to be sent to us on a day of your choosing prior to the reoccurring due date, just a suggestion.  Lastly, we are not at liberty to discuss teh previous occupant or his/her contract as you are not a party to it.  I can assure you you have had full service since your install date of 4/22/15.  please see attached documents, 2 of which show you agreed to a 60 month term and the last showing you have had perfect signals and service since the day of your install.

[redacted] Revdex.com issue was resolved on Sept 10th. [redacted] agreed to keep the service. We are sending a new signed agreement for 38 Months at $32.99.    Adam  Homeland

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

Please assign to Security Systems Inc. (SSI)  Account 17[redacted]   The client was waiting for everything to be finalized to accept the response we sent. At this time all documentation required from the client to close their account has been received. There will be no further billing on their account, and the account is being canceled.     Kamishia M[redacted] Customer Service Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 ###-###-#### [redacted]

After speaking with the customer she was apologetic for not answering our calls for a sooner date. Customer said she didn’t answer our calls because the number was unfamiliar but after checking her Caller-ID she admits many calls to her home from us. The technician serviced and silenced her beeping...

smoke detector September 29, 2015. She recieved 3 months free service for the inconvenience and going forward if her smoke detector beeps she now knows to remove the batteries until a technician reaches her home.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
[redacted]
###-###-####
mailto:[redacted]

Revdex.com: what kinda of reduced rate are you talking about?
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]

.April 19, 2016   To whom it may concern:                          It was brought to our attention that [redacted], has filed a complaint against Safe Home Security Inc. The complaint we received was due to lack of follow up in regards to additional services needed.  We have communicated with [redacted], he has rejected our assistance and will not speak to us concerning the status of his account. Our company’s pledge is to assist our clients to best of our ability. But without reciprocating communication, it can be a tad bit difficult. Unfortunately, we cannot cancel the agreement until his term is fulfilled. We will be more than happy to render the services [redacted] originally called for and may call us at their earliest convenience. Thank you!       Respectfully,  Stephanie L[redacted]Customer Service Manager[redacted]Safe Home Security55 Sebethe DriveCromwell, CT 06416###-###-#### [redacted]

You signed an agreement and willingly had the system moved from your business to your home.  Since April we have recieved 2 payments.  The balance appears correct.  Please call your account manager Rebecca at ###-###-#### to gover the accounting.  We are not cancelling and there is nothing more that we can offer until you call us to resolve.

I just reviewed your account.  Nobody has spoken with you since we responded to your complaint.  Please see previous response and call us to be walked through the phone otions for arming and disarming your alarm.  Thank you.

The cancellation policy requires 60 day notice. A letter of cancellation was received February 22nd; April is the last payment to fulfill the terms of the agreement. This account will be canceled as of April 22nd and a refund shall not be issued.

I'm not sure we are being clear.  The only options have been provided.  We do not guarantee system moves.  The contract obligation must be met to term or the 90% option exercised.  We are not releasing teh consumer from the obligation.  Service at your new residence is not an option.

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]

Complaint: [redacted]
I am rejecting this response because: The first part of the complaint was partially addressed and never received the refund. The contract was forcefully adjusted after complaining with the Revdex.com but I never received the refund for the overpayments as agreed. Secondly, Mr. Anthony G[redacted] has not been a part of the team who had worked with my case prior to his current involvement, any claims that I did not report the unit's signal from his end is hearsay. After the contract dispute I had several calls from Security Systems, starting in February and I had reported that the signal was not connecting to the application. The person who I spoke with had said they would look into it, I called a second time and they had told me that due to the contract that I had that it did not include an application communication. I received multiple marketing calls from Security Systems including an upgrade system and a contract renewal during spring and summer, and during those times I made the reports of the LACK OF APPLICATION CONNECTIVITY. When I received the call to upgrade my system we verified that my unit is the cellular unit which connects to the application and they said they would look into why its not connecting that I would receive a call back. When Stephany Called in August, she called for another marketing call and I complained that I had never received the promise call back and how would I buy more things from Security Systems if they promise but never fulfill. I complained that my unit had gone off for a period of time and I received no call.  Thats when she checked her system and told me that there was a lack of signal, she said she would send someone to check on my unit and repair. Never mentioned an invoice or a due bill. Once the tech came in, he told me that the unit was faulty and had been faulty from the start. He said that it was a rare thing but that it had happened to me. He also mentioned that my unit would always connect to the application regardless of the plan because the unit itself was integrated with the application and did not require additional monthly payment. Therefore, Anthony's conclusion that I had not made any reports during the 90 day warranty should be found to be incorrect. Since the time I reported the lack of the application connectivity it should be found that it was enough for them to investigate the lack of signal. The company failed to investigate and did nothing to return my calls. Before filing the complaint with the Revdex.com, Security Systems promised to call me back, I left 2 voicemails with Mr. A[redacted] and one with catherine and have not received a call until this day. I received a call from Mr. J[redacted] from Security Systems promising to refund the amount for the service of 89.99. The agreement was to continue service with a refund. Mr. A[redacted] I wish that you proceed with the settlement agreement. If you decline, I wish to be refunded in full for the amounts overcharged from December to March, and for the months without signal service because your company should have known of the lack of signal and their failure to investigate after the first complaint would leave me without service to monitor. Your rely on my units signal to provide the monitoring service, and without my signal you cannot fulfill your contracted agreement which is of monitoring. I had reported an issue, I was promised a call back, and the lack of notes in your system leads me to believe that you are comming to conclusions without even speaking with me. I have the phone records. I wish to settle this amicably, I am angry at the charge of 89.99 without notice, invoice or bill and more angry at the fact that I have been paying for a service that you couldnt even provide because of the lack of signal that your company knew of but failed to provide the proper investigation as promised. 
Sincerely,
[redacted] .Anthony G[redacted]complaint id: [redacted]The first part of his complaint was already addressed and taken care of in February of 2017 his rates were adjusted to 23.99 with no parts and labor warranty. Customer did not call in to do monthly checks at any point after that. Customer calls in on August 31st 2017 said his alarm went off and there was no response, He called in to report the issue passed the 90 day warranty. Katherine set up a service call for the client to have cell back up unit reset and checked. The work gets done on 09/08/2017 replacing his cell back up unit, the ticket is closed out and a debit of 89.00 is charged to the account, the customer has no parts or labor warranty and was charged for their service call and monthly rate in the amount of 112.99. There was never any complaints in notes of the account for faulty equipment until August, well past the 90 day warranty.