Best Way Home Improvement

To Whom it May Concern,The *** first contacted Safe Home Security to cancel their service on September 22nd, They had stated they did not want to move the service to their new home in OregonAt that point they were instructed to follow the cancellation protocol in their contract by sending
proof of sale of home as well as a cancellation letterNo written correspondence was ever received by Safe Home Security. During the time in between September 22nd, and March 14th, Safe Home Security's Customer Service attempted to contact the *** Residence regarding upgrading their system, ***ving messages on the ***'s answering machineThose call's were never returned. On March 14th, Safe Home Security received a phone call from the *** Residence regarding the cancellation of their accountThe representative informed the ***'s in order to cancel their account we would require a cancellation letter and proof of Sale of HomeThey ***'s finally sent a cancellation letter on March 21st, The letter did not include proof of Sale of HomeAt that point they were informed by a representative that the account was in an automatic renewal period and in order to cancel the account we would need something showing they have sold their homeThe customer has since made this complaint, demanding refund of services. Per the attached monitoring agreement, all customer's must send a cancellation letter in order to cancel their service days prior to the expiration dateSafe Home Security will be closing the ***'s account on April 30th, per their requestAt this time there is no refund due unless the ***'s can provide time stamped correspondence from September of showing they provided proof of sale and attempted to cancel their service on that date. Sincerely,Colin W***Corporate Account ManagerSafe Home Security

Complaint: ***
I am rejecting this response because: I have been calling safehome for months like I stated in my original complaintEach time I've called I've been told either someone would get back with me or I get sent to a managers voicemail that never gets returnedAlso if even I did make my first complaint on febuary 20th, today is march 10, don't you think that's ample time to fix my serviceThis company is by far unprofessionalI've never dealt with a company that just pushes you to the side and gets to you when they canIn safe havens response they said in only complaining about image sensors The image sensors are the reason why I went with their serviceThe way The image sensor works is if someone breaks into your home while your system is armed it will take a picture of them so you know who breaks into your home that part of the system no longer worksI want out of my contract and or refunded months of service of $per monthI'm holding up my end of the deal by paying my payments, safehome iisnt
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am not sure if I accept the response because it has not been resolved yet. Chris did call yesterday and said that he would be getting in touch with the tech but I told him that if these were not the right parts this time and working soon that I wanted to just cancel all of their service and return all of their equipment. So I guess at this point we will just have to wait and see what the tech says when he comes. thank you so much for getting in touch with them once again on my part, because they promised they would call me back on Thursday or Friday and no one called until yesterdayI really appreciate your helpI will certainly let you know if it is all resolved or not.
Sincerely,
*** ***

This account is cancelled There is no further obligation of either party upon the other

The terms are what I proposed and if possible I would like to accept them to resolve this issue

We attempted multiple times to contact the customer however their voicemail isn’t set upThe customer called into the office to set up service April 24, Our local office were to contact them and schedule a service dateMay 8, we contacted them after our local office could notWe were
then told they would be leaving town for months and on May 12, we called with a hard dateThe customer then refused service and said they went with another company and removed all of our equipmentWe explained the terms of the agreement and offered to have our tech re-install all of the equipment at no chargeWe were then told they put a stop payment on their bank accountWe haven’t received a payment since May but we can still have our technician come out to their home to re-install our equipment and fix any issues they’ve had with their sensors at no cost
Christopher Heath
Customer Service Manager
Safe Home Security
** *** *** ***, CT*** ###-###-####
mailto:*** *** ***

Complaint: ***
I am rejecting this response because he made it sound as if I had two different contract, but it is not true. I was renting a small bedroom of a townhouse in *** at the time. I can send the rent payment copies if necessaryWhy would I need a alarm system if I am renting a small bedroom? My initial contact with Safe Home Security said they would consider my service as residential. I sought out *** before I called SHS, signed a contract with them but cancelled it because they offered year contract. I can send SHS to prove this because I put this on my business credit card. Why would I cancel contract with shorter terms and sign up for a longer termed contract? I also have copy of the contract I signed with SHS which clearly have checked box at "residential". If SHS needs copy of all of this, let me know and I will put them together and send them. I am tired of contacting SHS directly because they do not make any sense.Sincerely,
*** ***

To Whom It May Concern,As the customer stated in this complaint, they switched the phone line, rendering the system inoperablePer the terms of the agreement, the customer is obligated to maintain the same home phone line throughout the entirety of the agreement. The customer changing the home
phone line to a low bandwidth digital line will not allow the system to function correctlyThis is of no fault of Safe Home Security. If there has been an issue getting a service tech to the home, we do apologize for thatWe would be more than happy to review this issue, and get a tech to the home as soon as possibleWe will look into crediting the account for the time it was not serviced. Because the customer has switched to a new digital phone line; the system will not work even if a tech goes to the home and services the alarmBecause of this, we are willing to have a tech install a cellular backup unitThis will allow the system to function independently without a home phone lineNormally this is a $up front charge, with a $10.00-$increase per monthWe are willing to offer this to the customer for no up front charge, at only $more per month, price protected for months. Sincerely,Colin W***Corporate Account ManagerSafe Home Security

Complaint: ***
I am rejecting this response because: I called *** *** as recommended and paid the $to close on Tues5/I requested written confirmation to state that the account is paid and closed and no more monthly bank drafts will occur on my checking account(See e-mail copies below.) Mr*** sent me a letter, but referenced an unrelated account number and did not provide any further confirmation for cessation of monthly bank drafts (I have attached said letter)I responded with the e-mail below and also left a voicemail yesterday morningI have not received any return calls or e-mailsI'm also asking for confirmation in writing that my credit will not be negatively affected in any waySince *** *** is the credit collections manager, I became concerned that some sort of negative reporting might occur due to contract closureMy contract standing is not currently and never has been delinquentI DO NOT trust this company or its employees AT ALL.From *** *** Tue May 19:45:2015Date: Tue, May 19:45:+(UTC)From: *** *** ***Reply-To: *** *** ***To: *** *** ***Hi,This letter doesn't say anything about monthly bank drafts ceasing immediatelyAnd my acct I just gave you to pay off and close does not end in *** as this letter statesCan you please re-draft the letter with these modifications? I appreciate it!* ***On Tuesday, May 26, 2:PM, *** *** *** wrote:Attached is the letter as requested. *** ** ***Credit Collection Manager Safe Home Security, Inc.** *** ***
*** *** ***
*** *** ***
***
Sincerely,
*** ***

The client was difficult to set service for. Either did not like the times given, or cancelled being out of Town etc. Again, options were given previously but them switching companies does not alleviate the contractual obligation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However before this case is closed I want to make sure that all my concerns are addressedI have called and left a message today (8/5/15) and haven't received a call back.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because my garage was not hooked up as agreed causing a burglary loss of a $battery The contract lacks consideration as monitoring ceased in March and they failed to contact me to see if there was a technical problem Furthermore the equipment was removed in March as well The contract is vague and because they are the drafters they are responsible for the confusion They have not fulfilled their obligations by failing to hook up the garage sensor causing a loss When I contacted them on the phone they were belligerent and threatening. Sincerely,*** ***

The contract states a cancellation letter is required days prior to the end of the agreement, to avoid an automatic renewal of months. SHS contracts the monitoring to an outside vender, which requires us to give them notice, and the days is to us ample time to do that, which we have
to pay forHowever, In an effort to resolve this issue, a refund will not be issued, but the account will canceled and the remaining nine months will not be required, to satisfy the agreement

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

The customer [redacted] has been contacted and [redacted] is scheduled to take care of the customer on 11/2/2016 between 5 and 6 PM. The customer was satisfied and was pleased that this was done so quickly.   Todd S[redacted] Dispatch Manager   Safe Home Security 55 Sebethe Dr....

Cromwell, CT. 06416 ###-###-####

The client is not in rights to cancel.  We have waived the back balance and the customer must have the system reinstalled by teh dealer and honor the remaining contract.  Someone will call the client to arrange the reinstall.

This account has been canceled per the customer's request.

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.Thank you for your assistance with this matter.
Sincerely,
[redacted]

we are looking into who did this, due to this is not even our customer,

After speaking with Mr. [redacted] we determined that two of his motion detectors were not working. We decided to replace the existing detectors with 2 brand new motion detectors pre-programmed for his home. Mr. [redacted] agreed to install the motion detectors himself with the assistance of technician...

over the phone.
[redacted] Heath
Customer Service
Safe Home Security
[redacted]
([redacted]