Wise Home Solutions

I am heavily disappointed in the lack of communication and responsiveness of their staff. When we first started with this company the sales man who signed us up neglected to tell us that we would need internet connection for half of the services they were giving us. The tech came and started to install the equiptment and HE was the one to say you need internet. We do not and have not gotten internet and don’t plan to. We were also told by the sales man and the tech and 2 separate occasions that we could cancel everything and return the equipment for FREE within 3 days. And if we decided in the next 5 years we needed to cancel for Whatever reason it would cost a 1 time payment of 200$ and that would come remove the equipment. I tried to cancel the service about a month and a half ago and we didn’t have the 200$. They even called my mom and said it would only cost 200$. I could never get ahold of the manager when we needed to cancel back then. We got told he was out of the office or on break multiple times for weeks and he would call us back. And never did. A month into our contract the app they use to help us monitor our home and system stopped working and we could no longer use it. And it has not been fixed since. I called them today to pay the 200$ to get out of the contract and they told me that I needed to pay them over 3000 dollars to cancel. Which is not what we were told for months. I am a first responder to COVID-19 funds are tight and they are screwing me and my fiancé out of money. And lying about it. I was not suppose to make payments for 3 months and they started running my card stating they “forgot” or “that promotion ended” I am disappointed. They did not say the full story and I am getting outted money during a pandemic.

We have had Wisehome for two years now. I am taking a new position at my company that is moving us to Tennessee where Wisehome does not have service. They are telling us we need to pay $900+ to break the contract. However, we have no interest in breaking the contract. The agreement is that Wisehome will provide us securing for 36 months. They are unable to meet their end of the agreement. We have no problem returning the equipment to them even though we have been paying on it for 2 years, but they have said that is not an option.

We have been talking to their service desk guy which gives us the same go around. Our stance is that since no provision exist in the contract on when the services are unable to be rendered, we need someone who can make this decision contact us. The service desk has been repeatedly rude about this situation, telling us that it doesn't matter who they transfer us to, they are going to say the same thing. They will not put us in touch with a supervisor. They finally told us that their "sister company" ADT would take on the contract. Finally! A resolution! No, ADT wanted us to start a new contract, and has never heard of Wisehome.

CONTRACT ISSUES - ADVERTISING ISSUES - CUSTOMER SERVICE ISSUES - BILLING ISSUES

I did not find this company -- this company found me. They had a representative prowling our neighborhood in Sandy, UT, offering an offer that seemed too good, to be true: free equipment installed, we just pay the monthly charge, and the sales representative assured us that there would be no issues cancelling, and no cancellation fees. So, as the wife of a firefighter (and thus home alone A LOT), we thought this would be a great addition to our home, to help me feel safe. I asked him to come back when my husband came home later in the evening.

In the mean time, I posted in our online community forum asking if anyone had heard of them, and their thoughts on the company... and a handful of people messaged me warning me to be careful, and that is sounded like a scam.

When the sales agent returned once my husband was home, he seemed nice enough and said a lot of things to comfort us about our worries. Again, he reiterated that there would be no cancellation fees, and we can just end the service if it is not working out. He kept talking about the break-ins nearby, and the package thefts, criminal activity, etc. I really believe that he was preying on our fears, because I had mentioned to him that I was a stay-at-home fire-wife. My mistake.

The sales person had a sheet of paper that he wrote our information on, and then told us he would follow up with an agreement via email that would simply highlight all of the terms that he discussed with us. Someone would come and install the equipment (and the installer was very courteous). My husband does not recall providing his initials on the DocuSign agreement that apparently came through sometime later, and we have no record in either of our email accounts. However, apparently he did initial it, and we trusted it to reflect what we had been told. Our mistake.

We started the service and then in 2019, my husband and I had to make a large change in our lives (due to a large change in a family member's health), and move. We sold our dream condo, my husband left his dream job as a Utah firefighter.. and it was a very hard decision to make.

That is when the trouble started. Apparently, once you take upon the service of Wise Home Security, they actually sell your agreement and information to an account management company called Safe Home Security. And you can't cancel -- you can only cancel if you pay 80% or 90% of your remaining agreement: which for us is $800+. Wise Home Solutions told me 80%, and when I called the Safe Home Security (later), they told me 90%. I'm not sure which is true.

We did not know any of this, so our first attempt at cancelling our monthly service (Jan 6, a month before we had to sell our home), we emailed Wise Home. They ignored the email. My husband followed up by phone and spoke with the call center representative who tried to get him off the phone and told him there was nothing he could do.

After persisting, and asking to speak with someone who could help him, and explaining their services and agreement spoken to were NOT what we are now being told we signed to.. he was then connected to the team manager named Rowdy. My husband explained the above situation, and Rowdy repeatedly apologized but refused to help him. After an exhaustively long phone call with no head-way, he promised my husband he would look into it and call him back. There was a lot of talking in circles, but no actual help.

Naturally, we did not receive a call back. After a week and a half of waiting, I posted this publicly to our neighborhood forum, to warn everyone else in my neighborhood about the turn that this had taken. Then, we received a phone-call. It was Rowdy, telling us he couldn't do anything and remaining very polite but unhelpful. He gave us a number to talk to his "accounting team."

We called the "accounting team" around 10 times, and no one answered. We left voicemails, and no one called us back.

So, my husband (who is now a firefighter in our new state, and thus in a 8AM-6PM program for 5 months), cannot reach them during their open hours. I resumed the conversation on his behalf, and I called and spoke to Rowdy. Again, the same talking in circles and gently refusing to help us, and refusing to take any responsibility for the misinformation Wise Home Solutions' sales representative said to "lock" us into an agreement.

I persisted and asked them for help, because I felt as though their behavior is not ethical. The cancellation figure they're telling me I owe them is $800+. The only other alternative I apparently have is to advertise the equipment they installed and have someone take over my non-cancellable agreement. I do not want to lie and misrepresent the product, so I am very forthcoming about this in my attempt to advertise the service (as their own sales representative should be), and unsurprisingly there is no one interested.

I told him I would work on trying to get someone to take over the service, to try and help the situation, but that I do need their assistance as this was not an ethical arrangement. Again, "[he] would work on it." At this point, I understand this to mean the same pattern: They will tell me they'll call me in a week, and then neglect to call me. I wait a day or two (because I feel annoying), and then call them. I am talked in circles again, and then told me that they will "see what [they] can do."

It is so exhausting. It was the same thing over and over.

Finally, I don't remember the breaking point in the conversation with Rowdy, but I was given a phone number to reach who he called the account holders. It is an external company that Wise Home Security sells customer agreements and information to, to manage. I called them and the representative on the phone is very frustrated. He says that he frequently deals with customers of Wise Home Security calling for help, because they were lied to by the sales agent, and Wise Home does not want to assist them and "lose money." He does not help me, as he says that the sales representatives that do this are the responsibility of Wise Home Security, so they have to fix what they've done. He tells me the only way I can get help is to call Wise Home Security, and he offers to send me a copy of the agreement that my husband apparently signed, because we did not recall receiving a copy.

This is the email he sent me:
"Dear Mrs.,
This email contains your agreement that you signed with Wise Home Security. I was talking to my manager about this situation and since then we did drop them as a dealer. They no longer are dealers for us because the way that they conducted business. Again I am very sorry this happened to you.

Thank you,
Steven K

Senior Account Executive
Safe Home Security
1125 Middle Street
Middletown CT, 06457
(800)833-3211 x1191
[email protected]
www.safehomesecurityinc.com"

AGAIN, I call Wise Home and explain this to them. They're very interested in the email, and asked that I forward it to Clint, a call center representative. He says he is going to speak with the CEO about this, and escalate it as he is upset about the content of the email. He was willing to escalate this to the CEO, but they still refused to honor the terms that they lead me to believe I had agreed to, and help me.

I was again told by Wise Home Security (Rowdy & Clint) that they would follow up with me, as this was unacceptable for their "customer" to receive this email. They would call me in a week (they didn't, I had to follow up) and was told they have zero information for me, and would call me again. I was not called (again), and followed up via email, only to receive correspondence from Rowdy that he couldn't help me, and that I have to call this company that their CEO is angry with, and ask them to release us from the contract. I was dragged into the middle of this dispute, and they apologized that I was exposed to this in addition to lied to, but have refused to help me.

They are hiding behind the contract that I unwittingly agreed to, and refusing to take responsibility for their representative lying and preying on my fears as a stay-at-home fire wife, who is alone frequently. I have been ping-ponged back and forth, and there is 0 accountability being taken, and 0 attempts at treating me like a human, and just helping me. Over all this process has been going on for over 2 months.

I will say... We had the service for a little over a year, and the service was average. However, they repeatedly had the wrong phone number on file. I accidentally tripped the glass-break alarm twice by dropping things down the stairs, and each time Wise Home Solutions called a random person, instead of my phone or my husband's phone. This made me feel very nervous. I had to call to change it from a random person's phone number. Each time I called them I asked them to read the phone number they had on file, and each time it was a random, unknown number.

We had a security system placed in our home a year ago. When the system was installed we were told that we would be able to cancel at anytime and choose the day during the month of service. The billing has not ever been processed on the day we agreed upon even after several requests. Further, we are relocating to a state where the company does not provide coverage and we are not being allowed to cancel our service without paying the entire contract amount.