Best Way Home Improvement

If Safe Home Security is unable to get the system working to the customer's satisfaction, we will agree to pickup the equipment and cancel the account without penalty.

To Whom It May Concern,We have attempted to reach this customer at the phone number they provided, as well as the email address they have provided. We have been unsuccessful in reaching them or receiving a correspondence back. We are unable to find this customer in our database based on the...

information they have provided. We ask that the customer either contact myself via phone or email, or respond to this complaint with the account number, customer id number, monitoring account number, or the main phone number associated with the account. Additionally, we ask the customer verify that the address they provided, is the address they are complaining about. Once we receive the correct information, we are more than happy to assist. Sincerely,Colin W[redacted]
[redacted]

We will delete the error on your credit report.  This was not intentional.  Please allow 7 to 10 days.  We will not be issuing a refund as the monies were owed per the contract.

The customer has submitted 3 estimates, all to replace the entire area of the roof of the entry way, as opposed to the the only shingles that need to be replace, due to the damage caused by the ladder. We offered the customer $750.00, which he turned down.

After reaching [redacted] we gave him 4 months credit for the inconvenience for the sytem not working since May. We shipped new equipment to the customer and provided a tracking number to help reassure an estimated time for delivery. Once the new equipment is received we will schedule a date and time...

for service that works best with their schedule.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
[redacted]
([redacted] x[redacted]
mailto:[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. However, I would like to add, it is satisfactory so far........ The system has not been installed yet, I have not been billed yet, and I am waiting for a call for an appointment. So, it may be too soon to say the situation is resolved, but it appears to be moving forward in a positive manner.Thank you very much for the action on your part, which motivated the company to contact me with a possible resolution. We'll see. I would like to keep this complaint open until FULLY RESOLVED. Is that possible?
Sincerely,
[redacted]

It is true that the customer has the parts and labor warranty to cover existing equipment but unfortunately it does not cover add-ons. For the inconvenience and delay of the tech not making it to her home in a timely manner we will install and add the signal repeater at no charge. We’ve contacted...

the customer and submitted a refund for the repeater part and also gave her 1 month of free service. We’re currently working together for a hard date and time that works best with the customer to have a service technician meet her at her home.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
[redacted], CT. [redacted] ([redacted] x[redacted]
mailto:[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] home security was a separate and distinct local company, not a dealer of Safe Home Security. At no time did SHS company representatives make this assertion in any phone calls that I made. These claims are patently false. SHS has reveived payment every month since the [redacted] installed security system was disconnected on 9-11-2013. They were not the entity performing the monitoring of the system while it was connected, as all alerts and monitoring were handled by [redacted]. Any and all attempts that I have made to invoke early termination of the contract based on the clause of early termination after 90% fulfillment have been met with hostile and rude customer service agents that transfer calls to extensions that go to voice mail. After leaving messages, no one returns my calls. I have tried to discuss a negotiated settlement of the remaining terms, but no one from the company will return the messages that I have left making this request. I want these people out of my life.
Sincerely,
Erik L[redacted]

.September 6, 2016    To whom it may concern:   It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc. We have addressed all of his concerns regarding the services he needs for his alarm security system.  A technician...

serviced [redacted] home and corrected his alarm and camera problems.  Throughout this process, we went on to explaining if he did in fact wanted to cancel his account there would be a buyout fee that’s applicable ; Customer said he will continue to make complaints until he gets his way. We did offer the customer with credits in his account when he first called us about the services not working properly. We weren’t able to provide any more credits as we did in fact have a technician ready to service and customer refused all services. In addition, [redacted] agreement remains valid due to the fact that we offered to make repairs and offer services and he declined them all. The offer still remains open if the customer changes his mind and allows us to service his home.    Respectfully,  Stephanie L[redacted]Customer Service Manager[redacted]###-###-#### [redacted]

To Whom It May Concern,The customer is making claims that the Customer Service has been poor because the representatives informed him when his contract expired and [redacted] was not pleased with the answer. That is what led him to make this complaint. We have attached a copy of [redacted]'s...

current monitoring agreement expiring July 25th, 2017. The customer's account is currently past due in the amount of $190.96. If the customer is having an issue with his system, Safe Home Security would be more than willing to send a tech to the home to evaluate any problems once the past due balance has been brought current.We have recently attempted to send a tech to the home but when our tech arrived [redacted] demanded he remove the system. The tech was unable to assist [redacted] in anyway and left the home without being able to perform a system diagnostic because the customer did not allow him to do so. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]/[redacted]

n regards to the complaint against Safe Home Monitoring: To Whom It May Concern,In regards to the complaint against Safe Home Monitoring: We have reviewed this matter and found that the information differ's slightly from what we have on file. In regards to the problems the customer...

has occurring; we are willing to send a tech to the home to replace/fix all smoke detectors and to swap out the keypad for a more up to date touchscreen keypad. This will be of no increased charge to the customer, and we will waive the past due balance. We will guarantee the customer's price for a period of 36 or 60 months and will only require a 1 month deposit from the customer in order for this to occur. The customer will not be required to pay the $211.00 that is currently due on the account.  We do apologize if the customer has felt they have had issue's in the past, but we are willing to resolve those issue's and have offered a more than fair resolution in order to see the customer remain a customer. The customer has expressed fear of the tech not showing up for the service call. We are willing to put a stipulation in that if the tech does not go to the service call, the customer's account will be closed with a zero balance.  I will be handling this situation from here on out and the customer can reach me directly at [redacted] Ext. [redacted] or at [redacted]
*Sincerely, Colin W[redacted]Corporate Account ManagerSafe Home Security

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is tolerable to me as I guess I have no choice.Please ask Colin W[redacted] to make sure my account is credited for December 2016 and January 2017 when they didn't send a service person in.Also, please let him know that I will not be renewing their services.
Sincerely,
[redacted]

The customer was already explained yesterday morning that we were submitting a credit repair request. The credit bureaus themselves take up to 30 days to update their records. There is nothing more Safe Home Security can do other than send the request to the credit bureaus. We have already agreed to...

do that for the customer, and this was already done. I am not sure what else caused the customer to file a Revdex.com complaint. Unless they are requesting something additional, their desired resolution was agreed to before they filed a complaint.

To Whom It May Concern,We have processed a refund in the amount of $99.00 for this customer for the part that was not used. The customer's contract will expire in August as they stated in the complaint. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Our records indicate this customer making a call to our office on November 6, 2015. The customer called to ask for Safe Home Security's mailing address to mail a letter of cancellation. To this day there is not a letter requesting cancellation on file. Once the cancellation letter is received, the...

account will be 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. Thank you and I'm sorry it had to go this far the rep I last spoke to was not helping me at all and I've been a very good customer for years.
Sincerely,
[redacted]

A refund of $484.89 has been mailed to [redacted] which is the total amount of the monitoring we billed him on.Thank You!!!

On March 20, 2015, the customer called in due to a low battery on his system. It was explained that the customer was eligible to receive a battery at no charge if he signed a renewal term of 36 or 60 months. The account was coming up for its renewal in June, and that made him eligible to receive the...

battery at no charge if he signed an extension for that length. The customer stated he would check back with his wife and call us back. The customer did not call us back until June. The customer did not inquire about canceling his policy in March, and did not mention a request to stop the service until June. We were expecting the customer to call back after speaking with his wife. Offering to waive a battery with a renewal does not invalidate the current terms of the customer's current contract. We are open to replacing the battery at no cost even without the renewal at this point if this will satisfy the customer. The customer did send in a letter of cancelation, and the account will close on 6/11/2016 in accordance with their contract terms.

September 24, 2015
To whom it may concern:
I spoke with Mrs. [redacted] on September 11th, 2015 and explained to her that we do not have a tech available to service her at the time. I did inform the customer that we will be able to service her system but didn’t have a date to when it could be done since I never got a response from the technician. I went further in explaining it can be a week or longer which is the reason why we offered covering the bill, if they could find a local technician to install their system. Mrs. [redacted] never stated that she reached out to a third party to potentially get her system installed or that she couldn’t find anyone to service her system. We did offer the 3 months of monitoring as a courtesy for not honoring the date in service they had requested.
Mrs. [redacted] is falsely stating we never offered service on September 11th, 2015; however we did, Mrs. [redacted] is on a recorded line stating she is denying service until she speaks with my manager. We will hold Mrs. [redacted] accountable to her agreement as her rights as a customer was explained before they made the decision to switch companies and still did it. Mr. and Mrs. [redacted] were told in more than one conversation with SHS that they have an agreement in obligation with our company. He further went into asking what the buyout was and I explained it was $900.00. I even tried to get this buyout reduced to 600.00 and was denied after speaking with upper management about the situation they agreed to release the [redacted] Residence from their agreement with a buy out of 500.00 and customer still refused stating she wants to be released at no cost.
In addition, Mr. [redacted] signed a legal agreement with our company under our policy and yet wants us to release him at no cost not because we are denying the service but because we couldn’t provide service the date customer wanted it to be done. We never charged Mrs. [redacted] with the 200.00 system move fee she was suppose to pay and she denied the free months in credit why her account was charged for September’s monitoring service which we don’t have an issue returning. Shall you have any further questions please respond to the Revdex.com as stated.
Respectfully,
Stephanie L[redacted]
Customer Service Manager
[redacted]
Safe Home Security
[redacted]
###-###-#### Ext. [redacted]