Best Way Home Improvement

It
was brought to our attention that [redacted] has filed a complaint against
Safe Home Security Inc.  The customer
wanted to cancel because he is not satisfied with our service. 
           The customer called into our office...

to
cancel his service with us because he stated our rate was too high and he was
offered a lower rate from competitors. 
Our customer service representative informed the customer that we value
him and the customer agreed to sign a new agreement where we lowered his rate
by $10 per month and provided him three months of free monitoring. 
          A few days later the customer experienced a
false alarm because his wife hit the panic button by accident.   They were immediately contacted by the
central station to make sure everything was fine.
         A customer service manager contacted
[redacted] in regards to his complaint and request to cancel his account
because of the monitoring center.  He
informed the customer that the central station that monitors his home is
Nationwide and that alarm companies use different central stations as the
“watchdogs” in case of an alarm event. 
At anytime there is an alarm event, the customer would be notified by
the central station and when the customer had an alarm event on 7/14/16, they
were notified.  
  The
customer was upset because when he called our office after hours, our lines are
forwarded to [redacted] our primary central station.  They will assist customers with
troubleshooting, setting service or having our office contact the customer the
next day even if they are being monitored by another central station.  [redacted] could not find [redacted] in
their system because he is being monitored but [redacted] but they can find the
customer in our database that they have access to.
[redacted] has been with our company since 2009, where he and his family have been
protected and are monitored by the [redacted] central station.  When the customer had an alarm event on 7/14,
he was quickly contacted by them and we apologize if the central station was
not courteous to him.  We will provide
the customer one month of free monitoring for any inconvenience he experienced
but the agreement that he recently signed is valid and will not be voided.
Greg M. ###-###-####  ext[redacted]

The account was cancelled days ago.  Not sure why you could not speak to someone we have a 1 800 number with a customer service department.

Section 4 of the contract calls for a 90% buyout to term if you move.  We could also move the system to the new home so you can continue to benefit from the system but we will not simply cancel the contract.  The obligation stands.  Contact us to review your options.

It is also does not state in the contract that we are required to relocate your equipment. Seeing as the option to move the system has been declined, our only offer on the table is to pay off the original contract. The amount left to fulfill the contract and close the account as requested is $1,924.65.

To whom it may concern,Mr. and Mrs. [redacted] called in on Friday February 19th to confirm the cancellation letter was received, pay the buyout of the account, and make a complaint regarding a situation they felt they were mislead on. The individual who fielded the call confirmed the cancellation letter...

was received. He also notated the complaint the customer was making, forwarding it to the needed parties for review. The customer also voluntarily paid the buyout of the account in the amount of $279.92. As of Today, February 22nd, 2016 Safe Home Security has not ran the payment taken on Friday February 19th, 2016 in the amount of $279.92. In reviewing the complaint made Friday, Safe Home Security has opted to not run the payment, but to close the account without penalty. This was decided upon review of the complaint, as well as the customers impeccable payment history and long tenure as a loyal customer. As of today the account for [redacted] at [redacted] has been closed, and no further obligation is required. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security[redacted]
[redacted]

Revdex.com:
This acceptance is only for benefit of explanation of Power of Attorney.They take advantage of older people.
Sincerely,
[redacted]

Miguel C[redacted] ###-###-####       Revdex.com Response ID# [redacted]                   We here at Safe Home Security are taking our Puerto Rico accounts seriously and we are...

terribly sorry that your mom is going through the rough times due to the hurricanes. Most companies in Puerto Rico are now giving three months free for whom ever was affected by the storm. These same companies are requesting the three months be paid in full on the fourth month. We are offering a better solution and your mother qualifies for it as well. We have been giving our clients a month free and having them fill out an addendum for 3 months to bring their monitoring rates down to and as low as $8.00 a month. If the home is a complete loss, we would need a letter from the insurance company or from FEMA explaining the loss. Photos will not be sufficient. If any questions please call ###-###-####

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.
Just to be clear there is no out of pocket expense to me for equipment or installation  and you refund the $175.00 to me.if that is correct I agree and again await a phone call for installation
Sincerely,
[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.
Sincerely,
[redacted]

The customer disputed the draft in the amount of $500.50 and the charge was reversed. There isn't anything to refund.

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 reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I expect that they will no longer charge my credit card.
Thank you for your assistance,
[redacted]

To Whom It May Concern,In regards to the complaint against Safe Home Monitoring: The information the customer provided differs from the facts on this account. The first correspondence we had with this customer was on May 2nd, when a cancellation email was processed by our clerical staff. The...

customer stopped the monthly payment for the month of May. No calls or letters were received prior to that date. If the customer has email's sent to the company prior to May 1st, we ask they provide copies of such letters via this platform. As soon as the cancellation letter was received, an automated message went out letting the customer know their letter had been received. On May 3rd a mailed correspondence was sent to the customer's mailing address. In that correspondence it explained the customer's contract terms and expiration date. Towards the end of May, Ms. Amanda V[redacted] a Senior Account Executive specializing in cancellation reached spoke to the customer. She attempted to resolve the customer's situation and offered to match whatever the other company was offering and resolve any situations the customer may face. The last time Ms. V[redacted] spoke with the customer, the customer explained she was working at the moment and would speak to her husband in regards to what Ms. V[redacted] had offered, and call her back. No phone call was ever received back from the customer. Ms. V[redacted] called the customer to follow up on 5/30, 5/31, 6/2, 6/6, 6/7, 6/8, 6/9(3xs), 6/12, 6/16, and again today on 6/20. The customer stating she was unable to reach anyone for resolution is not the case. The customer was ignoring our calls refusing resolution, and has now made this complaint in an attempt to negate their responsibility of the agreement. As stated before Ms. V[redacted] has offered to match or beat the other companies offer and resolve any issues the customer feels they are having. We ask that this customer please contact Ms. V[redacted] back at 1800 833 3211 Ext. 1199 to speak about this. Currently, this customer's account is past due. Ms. V[redacted] is more than willing to remove late and finance charges on the customer's past due amount in an effort to resolve this situation. If the customer is unwilling to work with us to resolve this situation, they will be forcing us to seek the remaining terms of the contract, including the late and finance fees that have been accrued. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

I will get a service date good for both Client and technician, and account was credited for Clients down time.

COMPLAINT [redacted] Safe Home Security   In response to the rejection we are willing to show the client a breakdown of charges showing what is owed and why the buyout amount is accurate. There is an agreement signed by the client and it must be honored. There were no overcharges on this account and the balance is accurate. We are willing to work with customer, the contract was never voided until the balance was paid. Jevaun P[redacted] Resolutions Department Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 [redacted] www.safehomesecurityinc.com

The payments of the account have nothing to do with the agreement the client signed. No one forced her to do so. The term length is printed in bold, and the terms of the agreement are stated clearly. The customer did not have any questions. She signed, and sent it back. The customer willingly renewed their agreement when she put the account in her name. The contract was not signed under duress, and the client has agreed that she did in fact, sign it. The client's agreement stands.

A refund has been issued. Please allow 10 days for receipt. The account has been closed.

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]

The debt is owed, the system can be repaired if back balance is paid.  The account has been reassigned to Mr. G[redacted], please contact him at extension 1612 to make arrangements, we will not be cancelling.  The payment in question although notated it was authorized for $50 in September was...

never approved by teh bank so there is nothing to refund.  The client is in a 3 year primary agreement, they may also pay it off in full with a 90% payment to term if they wish to choose that option.  Details can be found on the monitoring agreement they signed.

Complaint: [redacted]
I am rejecting this response because:
Safe Home Security is telling only one small part of this story. When I had this system installed in July 2014, I talked to the local dealer about cancelling within the first 72 hours. I found out the first day I had the system that the motion sensor did not work as promised. The purpose of the system was to have the motion sensor that snapped pictures. This would allow us to remotely check on the house and if we had a babysitter, it would allow us to turn on the camera and check on the children.This is why we got the system. I was told by Mr. Z[redacted] (the local dealer) that an animal weighing less than 60 lbs would not set off the alarm. However, this was not the case and my 19 lb. dog set off the alarm every time it was armed. At that point, I asked Mr. Z[redacted] to cancel my contract. He informed me at that time that I could not cancel without paying out the remainder of my 5 year contract. He should have informed me that I had the legal right to cancel in writing during that 72 hours. Instead, he talked me in to allowing him to move the motion sensor/camera to our unfinished basement, where it did me no good as far as having remote camera access to my home. He then put window and door sensors on our main floor. While this would alarm if there was a break in, it would not work in the way I was promised and would not serve the purpose we had intended. After being disrespected by the customer service line, I sent text messages to Mr. Z[redacted], and those are what you see in their response. What is missing from this is all the communication I had with him last year. They are leaving this out in order to keep me in my contract. I would like to request again that they simply let me out of my contract without any penalty or payout. I have always paid my bill on time and the company will not be out anything by releasing me from my contract. I feel that this is the right thing for them to do given the circumstances.
Sincerely,
[redacted]