Best Way Home Improvement

Complaint: [redacted]
I am rejecting this response because:
Carlos did reach out to me and send me the construction addendum to sign.  Before signing, I had several questions to ask. I emailed Carlos back twice, have left voicemails, and also called and left a voicemail for an Assistant Manager. No one has responded to me at all. Again, I find myself in the same position as I was when I initially filed the complaint--extremely frustrated due to complete failure to communicate despite repeated attempts on my part.  I need someone to please respond to me and address these questions so I can get closure on this matter. Sincerely, [redacted]

To Whom It May Concern,A Senior Account Manager by the name of Ms. B[redacted] has reached out to this customer to reach and amicable resolution. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

The home was struck by lightning. You're suggesting Safe Home Security is responsible for the lightning strike. Please refer to my original response.

Complaint: [redacted]
I am...

rejecting this response because:All recommendations by the roofers have said to replace the entire lower area. Not the entire roof!  Also the area that was damaged was an 8 inch by 8inch hole through the roof into the attic area. I am simply asking for Safe Home Security to do the right thing and replace what is needed by the roofing inspection. Not one person has offered any amount of money to fix my roof. They have offered to help pay for a patch with no amount of money.  I will not except anything less than the inspection from the roofing company has recommended. Again I have a  2 story house and am not asking for the entire roof to be replaced just the lower level which is recommended. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:we have been arming the system the way the installer instructed for a year. After the break in as I told [redacted] we downloaded the app. We have been arming the system manually. The error is in the wiring as to why it didn't pick up a test from the installer or the intruders. I also tested the system and it didn't pick me up either. The damages will be taken care of from the insurance but the goal is that this could have been prevented if the system was functioning properly to begin with. Currently per the safe home company now it is working properly as it has been which makes no sense if we were robbed and not notified of such occurrence. 
Sincerely,
[redacted]

I contacted the business last Tuesday in regards to the motion detector. I was told that the motion detector and back door sensor was not hooked up by the technician on the phone. The only sensor that was working in the house was the front door zone. He offered to send a tech out for a 90$ charge due to lack of insurance, even though the new system was not hooked up correctly in the first place. I told him I feel the charge is unnecessary. He told me he would call me back like I have heard many times before and no one called. I have given the company my personal cell phone number multiple times for direct access to me. My grandfather no longer resides here. I do not use the land line because static makes it hard to hear. My call was never returned. My mother called me early Saturday morning to tell me a technician attempted to come over for an unscheduled visit. I was home. I did not hear a knock. She told me the technician left the motion detector on the porch. I checked the porch no equipment was left. I have yet to have this issue resolved even after giving my number to the security system company. My cell phone number is ###-###-####. Once again I am requesting all communications be made on my cell phone. I would like this issue resolved. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,[redacted]
[redacted]

We have reviewed and addressed the customers concerns. The monthly rate has been lowered to $39.99 per month, and the past due balance has been credited to a zero balance due. The next billing date will be March of 2017. We apologize for any inconvenience  or misunderstanding this may have...

caused.

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:
I never was told anyof this.  I would like to know who told me this. I was told that if I didn't pay the remainder of the contract I would be sued.  They never told me about a warrantee or service charge.  Sorry they are lying.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
The money I paid wasn't 90% of the remaining balance so yes I should get a refund...the representative even agreed with me on email ...what is so hard to add up the 48 months which was remaining and take 90% of that minus what I paid and that would be my refund 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The Safe Home company did not provide a viable product as promised and expected. They sold and installed the equipment while knowing full well that the patio door would be a problem. They did not warn me of this issue because they knew the patio door was the main reason we were trying out the security system. You can see thru the records which they keep that we had had multiple issues with the security system and we were more than patient in allowing them the opportunity to try to fix the issue.  They lied to me about sending the refund.  Here are a couple communications I was sent telling me it was cancelled and taken care of.  By the Senior Account Executive.[redacted] [redacted]8/18/14to meI have requested the refund check for both July and August. It can take up to a month for you to see it. If you haven’t seen it in a couple weeks let me know. [redacted]On Fri, Aug 1, 2014 at 9:47 AM, [redacted] wrote:I apologize the July payment came out. I’m not sure why the system didn’t delete your banking info. I am in the process of checking what has happened. I will have a refund check mailed out to you…looks like the August payment may come out also and it is too late for me to stop it. I have deleted all banking information manually and will wait to see if the August payment does come out before I have the refund check mailed out to you. Best Regards,[redacted]Senior Account ExecutiveSafe Home Security 
Sincerely,
I am sad to see that the Security company has such a lack of morals and value. They lied to me and agreed to cancel the service and refund the monies charged after the June payment.
[redacted]

The client owes 11 months x $36.99 or $406.89.  You may send in a check for that amount with a cancellation letter and statement of payment in full with your account number.  If you would like to close by phone call in and make final payment.

Complaint: 10647311
I am rejecting this response because:In good faith, I signed the
contract with Safe Home Security and multiple censors fell within days of
installation.  In good faith, I promptly notified
the company of their installation error and kindly provided the company with
the opportunity to return to our residence and correct their error.  The company sent the same technician a second
time.  This resulted in the censors
falling to the ground as before.  We have
no guarantee that Safe Home Security can resolve this matter.  My family has lost confidence and trust in
Safe Home Security and continue to feel unsafe and unsatisfied.
The technician informed
us that he traveled from Mobile, Alabama due to being the closest technician to
our residence.  We sincerely feel bad
that the same technician traveled twice from Mobile, Alabama which is a round trip
distance of nearly 600 miles, but that is completely out of our control. 
As the senior pastor of a
two church district, I cannot continue to afford to receive calls during worship
service from Safe Home Security due to censors falling to the ground which
triggers a false burglar alarm.  The
company’s negligence and unprofessionalism has caused my family to expend unnecessary
time, travel and energy.  My primary
concern is the safety of my family and the peace of mind of having a properly working
alarm system.
We desire to return the
Safe Home Security alarm equipment and to have the contract cancelled.  We are still willing to absorb the cost of
what we have paid up to May 31, 2015 and to be released from the remaining cost
of the contract.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because the company didn't call back to schedule a time of day for the technical to come.Did receive battery just need it installed
Sincerely,
[redacted]

This complaint was assigned
to Safe Home Security Inc.
 
It
was brought to our attention that [redacted] has filed a complaint against
Safe Home Security Inc because she was did not receive service for an upgrade.
         
After...

speaking with the customer, she wanted to cancel service with
us.   Unfortunately, she was working with a representative that is no
longer with the company so she never received the upgrade that she
requested.  We are still trying to resolve the issue because we do value
the customer that has been with our company for over 10
years.                              
Greg  ###-###-#### 
ext. [redacted]

This account has been closed as requested.

Complaint: [redacted]
I am rejecting this response because:  After reading your response, it does not appear that you understand our complaint.  Our desired outcome was to be released from the April 2015 contract and/or have it immediately cancelled for the following reasons:1.  The salesperson (representing your company) Christopher R[redacted], Advertising Director and Regional Manager, phone ###-###-####, used unethical sales techniques to get us to sign the Global Alarm Protection contract.  We advised Mr. R[redacted] that we had a contract with [redacted] with approximately 2 years remaining.  He PROMISED that at the end of six months with Safe Home Security he would buy out our remaining contract with [redacted].  He repeatedly said not to worry about it, HE WOULD TAKE CARE OF IT.  At the end of the six months  [redacted] billed us for another $1,149.77 to close the account.  The contract became delinquent. In the meantime, we had made numerous phone calls and left messages for Mr R[redacted] to contact us ASAP.  No response.  Finally my wife called and left him a message stating that we were going to report him to the Revdex.com.  He immediately called back on October 21, 2015.  He directed us to send a letter to him at a local address in [redacted] and include verification of the dollar amount, which he had promised to pay in order to buy out [redacted].  That letter was immediately mailed to him at his business office.  We have not heard from him to this date:  November 5, 2015, again, after many phone calls and messages left.  I am assuming that Mr. R[redacted] had the authority to represent, sale, promise and sign for Safe Home Security.2.  The original contract that R[redacted] completed, dated 4-15-2015, indicates that we are in contract with GLOBAL ALARM PROTECTION in [redacted], **.  On your response to us you stated that SHS or SG are NOT affiliated with any other companies; so who/what do we have a contract with?  I do not understand how we are in a contract with SHS.  There is no signed contract in our possession.3.  On October 18, 2015, Matthew W[redacted], mobile technician, and R[redacted] came to our home and installed the equipment.  After the installation they completed the INSTALLATION COMPLETION CERTIFICATE, showed us what was installed and what was to be monitored.  They neglected to show or explain to us the indemnity agreement.  They both knew that we were contracted with [redacted], but they completely neglected going over that section on the WAIVER, INDEMNITY AGREEMENT and asked us to sign the Agreement.  The Indemnity Agreement, that we have now read on 11-4-15, states:  We represent and warrant that we own the security system of the address indicated below, and that there is no existing monitoring agreement and or service contract in effect with either and installation company or monitoring service company with respect to such security system; Termination of any prior agreements concerning the security system was down in accordance with the terms of the agreements; We acknowledge that Safe Home Security or its representative have not induced us to breach or terminate any valid agreements concerning the security system.  MY QUESTION IS:  WHY WOULD MATTHEW AND R[redacted] INSTALL THE SYSTEM, AVOID THE INDEMNITY AGREEMENT AND THEN ASK US TO SIGN IT?  DOES THIS SOUND LIKE A SCAM...?  (Why would they even consider setting us up with SHS?)4.  Unsatisfactory Service.  I Called CSR at SHS and requested a service call on or about October 20, 2015.  Just received the first response back today November 4, 2015.  5.  We have made numerous phone calls to your CSRs and spoke with them concerning our problems.  They have given us names, direct phone numbers and extensions to supervisors.  However, none of the supervisors have returned our calls / responded to our messages to date.  NEVER have we received a response.Lastly, I will be sending a copy of our original complaint and this response with the Revdex.com to the CT State [redacted] Office and the ** State [redacted] Office.  
Sincerely,
[redacted] & [redacted]

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.On June 10, 2015 I spoke with [redacted] account manager [redacted] extension [redacted] and I made the March and April payment by phone ([redacted]) to close out my account.
Sincerely,
[redacted]

The account had already been cancelled.  We will have ** and [redacted] updated to reflect paid never late.  Plesae allow 30 days for changes to take place.  There are no further obligation of either party going forward.

THE LAST PAYMENT DUE ON THE TERMS OF THE AGREEMENT OF 5/16 WAS RETURNED FROM THE BANK, UNPAID, WHICH CAUSED A BANK FEE AS WELL AS THE REPORT TO THE CREDIT AGENCY. WE WILL WAIVE THE PAYMENT DUE AND A CREDIT REPAIR/UPDATE HAS BEEN SUBMITTED TO THE AGENCIES. PLEASE ALLOW 30 DAYS FOR IT TO BE REFLECTED...

ON THE CREDIT REPORT.