Best Way Home Improvement

Alarm has been serviced, and is working fine.

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]...

[redacted]  I have not seen an actual response from SHS to resolve this complaint only a request to send a copy of the contract. Upon formation of a contract with SHS I signed a contract for 24 months of service with 6 months free. I have the pink customer copy stating this. Upon trying to end this contract in accordance with the terms and conditions.  I received a copy of the contract from the home office which had been altered to state I had a 42 month contract. This is in my mind clearly a case of fraud. Safe Home Security was faxed a copy of my contract and upon calling Tashina R[redacted] in the collections department said she did not receive it which seems to be the standard practice for them sense I have been in contact with them on many occasions sense August of 2017.  My contract started on July 20, 2016 and is up July 20, 2018. According to correspondence with SHS they claim the contract is up 1/20/2020.  Message to Revdex.com Upon viewing complaints about Safe Home Security it is obvious that the sales personnel misrepresent the contract length and then fraudulently change the contract information upon submitting it to the main office or the office personnel change contract information. On my contract in the upper left corner is the salesperson name and contact information but on the contract sent to me from Tashina Reyonalds that information is missing. The contract length is different and other information is missing on the copy from SHS.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]; I was charged for the month of February 36.99, if I was to receive a credit for the difference in the amount and if my contract stays the same with wireless monitoring  I will then find this resolution to be satisfactory to me. 
Sincerely,
[redacted]

The customer signed a 36 month contract. We show nothing that would indicate anything was supposed to be a 24 month agreement. The customer received hundreds of dollars of free equipment during the installation. We are able to install free equipment because the customer was signing a 36 month...

agreement.  We sent the customer a letter informing her of contract status the day after she called in. The customer called in 3 weeks after we sent her confirmation letter inquiring about what it means. When I spoke to the customer yesterday I tried to explain this to her. I emailed her a copy of her agreement. In an effort to avoid further escalation, we reached a verbal agreement where the customer would be having someone move the system to her new home in [redacted], and I would waive the $199 charge to install the system at her new home with a 12 month agreement. The person would be arriving in [redacted] on October 10th. She agreed to this, and requested that I e-mail her a confirmation of what we had agreed. I did so, along with the 12 month agreement. The phone call ended with her making personal insults towards myself, using vulgarity, and stating that we did not try to help her. The customer did not return the agreement that I sent, or respond to the email that I sent.  She then filed this complaint with the Revdex.com. I am going to assume the customer has now rejected that offer.  The customer did not sell her home, and per her own admission, has residents in the home where the alarm is. Unfortunately this is not grounds to break a contract. We are holding the customer her contract. Safe Home Security has not altered that arrangement, nor did we make any changes to that arrangement, nor did the customer sell the property. We attempted to offer the customer other options, but were insulted for doing so. The customer then reached out on our social media page, and when I attempted to assist her through that avenue, the customer again refused. We feel at this point the customer is not interested in assistance, but more interested in slander. The customer's contract will expire on August 17th, 2016. She is responsible for the payments up until that time. If she prefers, she can buy out her contract with a payment of $222.98. I have attached a copy of the customer's contract for the Revdex.com's review.

To Whom it May Concern,We have reviewed this account in detail. Because of [redacted] tenure as a customer, we have opted to disregard the past due balance and the remaining term of the contract and close his account. The Credit Bureau's will be updated to this effect. Sincerely,Colin...

W[redacted]Corporate Account ManagerSafe Home Security

Complaint: [redacted]
I am rejecting this response because:I reject this response based purely on principle alone. I've submitted a complaint within a fair amount of time of signing the contract changing my mind, and I am being told that my customer needs don't matter anymore and sorry it's too late. I think that is poor business practice and severely hurts the reputation to other customers. I really would like to close out this Revdex.com complaint with a happy ending but I feel we aren't getting there. I of course in no way plan to pay out 90% of the contract to cancel as again I requested to cancel within a really fair amount of time of signing the contract. Can anyone answer why I never had to sign a contract previous to this? I am at a loss there. I guess it is ok to just keep billing a customer monthly (outrageous amounts compared to other companies by the way) then just call me and pressure me into signing a contract so the dirty work we are seeing today can take place. Again without insulting me with a free month of service, what are you going to do to ensure that I am left happy? Can you please meet the customers needs? Do not come back and tell me you are monitoring my home and that is the service because as I stated previously, one of your monitoring companies [redacted]) did not even have my address on record. Why would I be comfortable with that?
Sincerely,
[redacted]

After review of the account it has been determined that there was communication regarding cancelation on the account and we will terminate the account once account is brought current.  We will not hold to contract renewal in this particular case due to customer verbally stating they were...

thinking about canceling the whole thing.  As of now the account will be processed for cancelation.   Thank you   David R[redacted] CRO,Chief Retention Officer   Safe Home Security [redacted] Middletown, CT. 06457 ###-###-#### ext[redacted]

This account was purchased from another alarm company in late 2015.  Acquisition letters as well as invoices are sent to each client.  The client called beginning in late 2015 and was aware that teh account was purchased.  teh debt is legitimate.  Please contact us to work out an...

arrangement.

Please see our previous response.

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].   I will pay August and September payment if they agree to cancel contracts as soon as they received payment... Thank you [redacted]

Safe Home Security has agreed to cancel this account without penalty.

The customer signed the work order stating that the system was working in a satisfactory manner when the tech was at the home. Again sending another tech out would have been a solution. Simply not paying is not an acceptable resolution. We are not refunding a payment that was due and willfully paid to satisfy an obligation.

Complaint: [redacted]
I am rejecting this response because:  I will be happy to send [redacted] the copy of the entire agreement that I have.  It is a carbon copy of the agreement as I signed it.  He can expect it tomorrow.  I need to bring it from home and scan it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Safehome is completely telling false stories. I HAVE replaced my batteries several times. I JUST replaced my batteries AGAIN with  lithium  batteries, which are some of the best you can buy. Also safehome stated that my image sensors are not under warranty, well when I called in AGAIN ON 3/15/17 there agent told me that my sensors are covered under a warranty and they will be replaced if needed. Finally I  received a call on that same day from a man saying he will come out on Saturday of next week to fix my problem. My complaint is still open until my problem is fixed. Also with the lithium batteries the sensors still don't work. 
Sincerely,
[redacted]

Karen will call personally within 72 hours

Complaint: [redacted]
I am rejecting this response because:  had this been the only issue we had experienced with Safe Home Security, we might be willing to reason with them on this issue.  However, this is not even the first time we have had to resolve an problem via the Revdex.com with this company.  Among all the difficulties we've experienced two of them had to do with faulty equipment systems installed in our home.  One was replaced about a month after the initial install.  The third system replaced the second faulty system about 2 months after that.  The entire time while we were dealing with this we had to stay on the phone countless hours ardently trying to prove it wasn't our fault as their representatives accused.  Even when we asked for supervisors or management, they continued to blame the problem on us.  (The system kept saying we had a break-in, a fire, and a carbon monoxide leak all at once.  The police and fire department were dispatched so many times, they told us they would start charging us $250 for every false alarm.)  Once, when a police officer was there due to a system failure signal, he even offered to speak to the representative to say it was their defective equipment not the homeowners'.  Although they accuse us of neglecting this aspect, we did check the system we have at this address.   That was how we found out that they had some address listed for us in a [redacted] state we had never even visited.   This "business" tactic of putting the customer on the defensive and having us trying to explain this company's ineptitude is frustrating.  The conversational response by them never started, "Oh, I'm so sorry you're experiencing this."  It's always, "What are you (the customer) doing wrong?"   
Sincerely,
[redacted]

A refund check was mailed on February 1, 2018 in the amount of $43.99. The account is closed and no further money is due.

The customer hasn’t had to pay any late fees or fines because we credited his account as previously stated on our last message. Our weekly reports shows the alarm working without any incident. The customer can call in to perform a live test for their records as well. Also we remind the customer that the alarm system helps prevent break ins and is equipped with an emergency panic button. If the customer still feels a need to have more security in an actual event he can call 911.
Christopher H[redacted]
Customer Service Manager
Safe Home Security
55 Sebethe Dr.
Cromwell, CT. 06416
###-###-####
mailto:CH[redacted]
https://www.facebook.com/pages/Safe-Home-Security-Inc/13984[redacted]9

In response to [redacted] - Complaint # [redacted]
We are scheduled to complete [redacted] installation on Friday afternoon, when we spoke to her we gave her a few options for completion date, and she chose this date and time. Also, [redacted] was upgraded with no charge for several...

microsensors, a cosmetic upgrade to make to her happy at no extra charge to her. In addition to that, she had our technician move the keypad three times, which we normally charge an extra fee for. Our technician was at her home until 7 o'clock that day to make sure she had her alarm working. Due to unforeseen circumstance, we need to go back to complete install, the reason it was scheduled for now is because our company was waiting for some construction to be done at [redacted] home, per her request. In hopes of keeping our new customer happy, we waived all the additional fees that we normally would have charged. We look forward to completing installation this Friday and will be happy to give [redacted] her next two months of service free.
Thank you,
Julianne [redacted]
Executive Assistant
One Corporate Drive
Windsor Locks, CT 06096
Office: ###-###-####
Fax: ###-###-####
[redacted]

Technically the customers contract has renewed for an additional 1 year period.  The customer may not agree but the contract clearly states it and we can not just assume people want to cancel, how would we know ?  What if we turned it off and the customer were left unprotected ?  Due...

to the fact that we are an outstanding service organization we will cancel the contract with no further obligation.  Please allow 30 days for the process to complete and ignore any correspondence recieved prior to then.