Best Way Home Improvement

It was brought to our attention that [redacted] has
filed a complaint against Safe Home Security Inc.  The customer was having issues in trying to
cancel their...

service.
            The customer has called into
numerous times and has spoken to multiple representatives that have informed
them of the cancellation process.   We
require a letter, fax or email with the customer’s request to cancel.   The customer claims that they sent one but
we have not received one to date.  
            On 6/30, customer service manager
Greg contacted [redacted] and apologized for their difficulty in terminating
their service. The customer was informed of the cancellation process again and
provided an email to send the cancellation in. In speaking with the customer, the customer
refused to give the reason for discontinuing service and declined any offer
given to maintain service.
            On 7/1, we reached out to the
customer to verify that they received the email link.  As soon as he customer sends a cancellation
letter, the account will be processed to be closed.  Greg
M.  ###-###-####  ext [redacted]

To Whom It May Concern,We have reviewed the account in detail. Per the terms of the agreement 60 day notice is required to close all accounts. Because of the issues [redacted] has expressed during her tenure, we have opted to refund her two months of payment. The two months of payment will be mailed to [redacted] home. The amount she will be receiving is $99.98. Please allow up to 14 business days for the refund to be received. We ask that The Revdex.com close this complaint as resolved. Sincerely,Colin W[redacted]

September 26, 2016   Response to Revdex.com Complaint #[redacted]        Account [redacted]   On Oct. 29, 2013 this client signed a installation letter & an agreement for the term of 60 months. These...

original legal documents have been scanned and filed into this clients account [redacted] On August 8, 2016 I had a conversation with the client and was told they had sold the home and wished to cancel the account. I informed the client of our process to cancel and that the agreement was for 60 months. I then sent the agreement to the client via email. When scanned the document is long not a normal paper size so the signature was not scanned. The client expressed that they had not signed a 60 month agreement so I contacted records and had them send up the clients file. On August 12th  Upon reviewing the file I did have the original agreement. I did send via email the copy of the original contract with full signature to the client which was only 4 days after our original conversation. Client did dispute the signature claiming once again that client did not sign this agreement stating someone “forged” the signature. On August 22nd 2016, I did in an email give a amount break down of the amount owed to cancel this account. This was a full break down in detail for the client minus the 10% discount for selling the home. I also informed and thanked the client for the referral with the new home owners (3 months free monitoring!!!) which was deducted from the amount owed in the buy out. I sent all of this in an email and have copies of my break down.  On August 24, I did send the client another signed installation certificate that was signed at installation on Oct. 29, 2013 via email. As one can clearly see the signatures are the same. I also did send another email with the facts of the agreement. That the client is in a 60 month agreement and we are not going to cancel this legal agreement unless the client pays or buys out the remainder of the agreement. Now the client is claiming that there where different amounts given for the buy out of this agreement. Every time a client calls in to us the rep must put in notes. There are no notes for any buy out amounts in this clients account. Only mine. Everything was done in a timely manner with this client, we even gave three months free for the referral in which the client gave us. This is a primary agreement. So our position is still the same, the agreement is for 60 months, we will not cancel this account unless the client pays the remainder of this legal and binding agreement. Yours truly Jerry R[redacted] Resolutions Manager…..Ext [redacted]

To Whom It May Concern,In regards to the complaint against Safe Home Monitoring:We have reviewed this matter and opted to close this customer's account per their request. Please let this serve as formal confirmation of cancellation. Please close this complaint as resolved. Sincerely,Colin...

W[redacted]Corporate Account managerSafe Home Security

Please attach a copy of the alleged contract to this site so we can review please.

Contracts run year to year in [redacted] after teh initial term.  Since your contract was dated June 7th.  Your July 2016 letter cancelled your service as of June 2017.

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.  Please note that the reason I didn't agree to pay the fee is due to the fact that the service technician stated that if I was under contract, I should never have to pay any service fees or equipment costs.  The battery still needs replacing and should be free of charge with NO contract extension.  After reviewing Safe Home Security's file with the Revdex.com, it appears their practice of charging customers even while under contract is commonplace.SHS should ensure our monthly bill does not go up or I will file another complaint.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:First of all I don't have to lie about ANYTHING unlike [redacted] !First of all This account was not set up as a business account but it was discussed fully by the sales rep who initially called us and [redacted] knew full well what this service was going to be used for .In regards to the second lie I requested the smoke detector at the same time as that was one  of  the request by the inspector so it was not as a after thought! Also the detector was NEVER placed in my kitchen it was always in the daycare but was by the door and I placed a call to him to have it moved over farther which has nothing to do with anything but since he brought that up I responded.[redacted] knew from the beginning that this was for my daycare and that upon completing other tasks I would inspected I don't why he insists on not stating the truth !And it didn't take over seven months to get the inspection the customer service department has my disposition  from the Fire Marshall showing the inspection taking place on April 28,2016 IT TOOK Mr.M[redacted] AND THIS COMPANY 7 MONTHS to return calls.The alarm system was activated properly no call was made into the company calls are being recorded for quality assurance right well run it.Im sure if you read on the Facebook page CUSTOMERS AGAINST SAFE HOME SECURITY one would clearly see who is being truthful here.As far as him being professional if you call that attire professional okay no comment ,no return calls then when he does its excuse after excuse okay I will not recommend this anyone. I just found out  a elderly lady in my neighborhood did the same way you will reap this one day!Have a good day         
Sincerely,
[redacted]

This was responded to, and we are not getting a call back.

The customer has received an explanation of the automatic draft and a refund in the amount of $296.39 has been agreed upon and issued. The account is scheduled to expire on November 21, 2022 as per our current agreement initiated on November 21, 2017.

I have talked to the client, there were arming errors being made by the consumer. We walked through how to correctly arm the system from the mobil app they have. When they are available (Tuesday 7/7/15) we will speak again and walk through arming correctly on the keypad in the home. Any damages/loss...

due to the break in should be submitted to their home owneres insurance company. I also offered to fax proof of the systyem being armed and opperating correctly. The way the system was armed the motions were not turned on.
Thank You

The account is closed, with no past due balance. A credit repair had been submitted, before the complaint was received. Please allow 30 days for it ti be reflected on your report. We apoligize for any inconvenience or misunderstading.

The disputed amount will be for September and October. After October's payment clears (Oct. 15th), I will have a refund check in the amount of $85.98 sent to the customer's home address. I apologize for the inconvenience and the account has been closed.

Safe Home Security has two options available for this account:1. Continue to pay on current agreement until it expires on September 25, 2016.2. Accept a new offer of $35.95/month for 36 months with the first three months at no charge.

The account has been closed, per the customers request, with no past balance due or further obligation to Safe Home Security.

October 17, 2016
Response to Revdex.com complaint #[redacted]
Account #[redacted]
 
Client [redacted]
*
Clients account has been canceled and this client owes no monies. This account is fully canceled per the clients request, client has for filled the...

obligation of agreement. Installed on 08/03/2013 for 36 months Expiration Date 08/03/2016.
Client owes no money and has a zero balance.
We have honored the clients request to cancel this agreement.
 
Always
Jerry R[redacted]
Safe Home Security Resolution’s Senior Manger

According to our notes the customer had another company install a system.  We are not releasing her from her obligation.  We either flip back at her cost and she honors remainder of agreement or she pays tehe buyout.

Complaint: [redacted]I am rejecting this response because:
1. You can clearly hear that I can barely hear what the rep on the phone was saying. I agreed to what was on the contract prior to it being falsified.
2. Regardless of what is written on the contract, I called twice and was old by your company my account was current in payment and service was cancelled. House was sold and I got a bill 1 year later with a service I tried to cancel and added late fees.
3. Spoke to a Mr. [redacted] and he told me to write a letter (which I did and mailed) and email (twice) AGAIN to cancel.YOU Security one of SAFEHOME or whatever you call your company stating I wanted them to cancel service. His response was no, you keep paying for the full term whether I live in the house or not. Then decide to hold my credit as a sort of blackmail unless coming to an agreement? My Social Security number was never provided, and I did not take out a line of credit or owed you any money for materials received. I paid my bill in full every month via direct deposit, when I sold the house I was current and mailed in a letter which you say does not exist. I told [redacted] for the sake of you leaving me alone I would pay a reasonable amount to close it, he refused and said pay the full thing and your service is not cancelled and will renew another 36months.
Security one - as a company, the reviews speak for itself. There are 100's of reviews via yelp, facebook, consumer reports etc ALL stating how you manipulate contract, and bully people into paying money that is not owed. Shame on you for trying to take advantage of struggling people with families to support. You are supposed to provide monitoring service for alarms to protect people, not close the curtains behind close doors and rob them. The real threat is your company and I may only be one person but I will voice my negative opinion on your company as long as your doors are open. Best of luck to you
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. Because my prior experience with Safe Home Security has demonstrated matters not to be taken care of when they have said they were, I've attached the pertinent data regarding my filing.  I do hope that this matter will be resolved as they have stated.
Sincerely,
[redacted]

This account is in agreement until April 8, 2016. The agreement is attached for reference.