Best Way Home Improvement

To Whom It May Concern,[redacted] followed the correct protocol to cancel their account with Safe Home Security. During the cancellation process they paid a buyout to close out their account. While the buyout was being processed an automated bill went out in the mail. That bill is not due as the...

buyout and the automated bill crossed each other in the mail. The buyout that was paid closed the account in full. The Humphrey's account is closed with a zero balance and no further action is required on their end. 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 satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because although my balance was adjusted and you now recognize that I do not owe the company any money, your company sent the balance to be collected by a collection agency and this will have a negative impact on my credit rating.  Although your company is okay with the outcome, your actions have had a negative impact on my credit rating.  I am asking that you rectify the negative impact your company's actions have caused by telling those third parties of your error.  Only then, will things have been set right and back to the way it was before you erroneously sent out the collection request.
Sincerely,
[redacted]

We have shipped the client a box and return label to ship back the equipment.

The original contract was with Point Security and when I called for service, Chastity A[redacted] informed me that my original contract expired and that I would have to complete a new contract on-line before they can send a tech to fix the problem. So I faithfully completed the new contract not being aware...

that the company changed. They still have not sent a tech to repair after many phone calls made after contract was completed. My ideal situation would be to discontinue this contract. I will mail a copy of the new contract.

The customer signed a 5 year renewal in 2012.  They stopped paying in 2014.  We do have resolutions available such as paying a 90% buyout to term or payment arrangements for back balance.  I wan't to clarify that the desired settlement is for us to cease contact and service and send...

the customer to a 3rd party debt collector for the balance owed ?  Please confirm that this is what you are requesting ?

While we sympothize with the clients financial troubles the contract runs through February 2017.  They may pay $331.07 to cancel early or pay back balance and honor remaining balance monthly until the contract expires.

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

To Whom It May Concern,In regards to the complaint against Security Systems Inc.:We are in possession of recorded calls of this customer stating she ripped the system off the wall, and has refused to pay. This does not cancel out the contract as this customer is currently in contract until August...

6th, 2017. The customer's account is currently past due in the amount of $531.62 as the customer has not paid any payments on this account since September of 2016. We are willing to work out a reduced settlement with this customer to close the account. If the customer is unwilling to work with us in regards to a settlement, we will be forced to seek the whole past due balance, including late and finance charges, and bounce fee's, along with the future payments until the agreement's expiration date in August of 2017. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

It was brought to our attention that [redacted] has filed a complaint against Safe Home Security Inc because she was upset over her contract. I spoke with [redacted] and expressed that we hope her husband is felling better and that per her request, we have cancelled their account and waived...

any balance due.  ###-###-####   Greg ext. [redacted]     Gregory M[redacted] Customer Service Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 ###-###-#### [redacted]

Complaint: [redacted]
I am rejecting this response because:The information provided from Jerry at safe home security is not completely accurate. As I mentioned in the original complaint I spoke with many reps from July-Aug when we sold the home regarding the contract not being the correct  contract term. Nobody was able to provide me with any info or a contract copy. The last rep I spoke to, Katie I believe,  referred me to Jerry. I left a voice mail for him. The next week I didn't hear back so I called the company again and finally reached him. This was August 8th I believe. From there Jerry and I discussed the contract in depth and the term buy out pricing. He is the ONLY ONE I discussed contract pricing with. He told me  verbally the first price, on a sticky note attached to the contract he sent me for a second price, and the third price in email. I have the documentation to prove the price differences. When questioned the difference between prices he pretty much ignored it and never gave me an accurate price when requested.  Please see attachment of "original" contract and sticky note with pricing and email with pricing.  As far as the contract signature he quickly disregarded my concern for a fraudulent signature. He did provide me with the signature from another form that I signed for install around the same time as the contract. However, the signatures are not the same. There are many differences between them and that is not how I have ever signed. I even pointed out the differences in an email and he never replied back.   It's not right that a company who should strive for a good reputation disregarded a clearly fraudulent signature.  However, from what I have read on their reviews that's definitely not surprising. Please see the attached email with the information requested and explaining the differences between my signature and the one on file.As far as the double billing for the same security system, that's horrible business practice and should be illegal for a company to rip of customers like that.  Safe home security is currently billing the new owners of the home and fraudulently extended our contract term, therefore we are asking for our contract to be terminated and the termination fees waived. 
Sincerely,
[redacted]

We can reschedule the appointment, and the credit was applied, but we cannot cancel the account.

I just left a message to set service again, we have a new Tekhnician in the area, John B[redacted], I also credited the account for a zero balance until 1-15-16, we will service the back door at no charge, but we cannot cancel the agreement.

The customer has a cell unit built into their alarm to avoid having to use a telephone line. That unit uses cell towers that the cellular providers (not Safe Home Security) have discontinued use of. This causes the customer to require an upgrade of that unit. This is very similar to the switch over...

to digital that the cable companies did back in the 2000’s. This cellular unit is how the customer’s alarm communicates with the central station, and is the customer’s responsibility to maintain. In an effort to help the customer, we offered to absorb the cost of the unit if the customer renewed with us. The customer called in and agreed to the upgrade verbally. We sent her an electronic agreement and scheduled her for a service call. When we called the customer to confirm the appointment, the customer canceled the service call and requested information on how to cancel the account. We did offer an option on how the customer can replace their unit without signing an extension. Adele returned the customer’s call on 1/9 and again on 1/11. I have verified these calls myself. I also personally reached out to the client via telephone and email on 1/11 without a response. We are sorry the customer is not receiving their messages. We suggest contacting her telephone provider if she is not receiving her voicemails or internet provider for a possible problem with receiving her emails. If the customer had simply returned my call or email, we could have easily resolved this. We are disappointed that the customer made a complaint to the Revdex.com instead of attempting to work out a resolution with us. I was willing to compensate the customer for the lack of service she received in November, and investigate the individuals responsible. I cannot fix the customer’s problem if they won’t return my calls, however. The customer can renew with us for a free unit or pay the $99.00 for the unit with no renewal. Otherwise, the customer’s account expires in April. If she wishes to discuss this further, she can contact my office directly.   Kristopher V[redacted] Customer Service Director   [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response...

because:
Sincerely,
[redacted]   If Safe Home Security would have kept their promise to come out and test my system; I would not have gone with another company.  I waited over two months for them to test my system; I call numerous times; I got the same reply each time; we will send out a rep but they did not.

The company apologizes for the negative experience the customer has had, though that does not nullify the legally binding agreement. The final payment is $449.91, and if the customer needs the final invoice in writing they may contact [redacted] (Co-Director of the Customer Care Department) at...

[redacted] xt. [redacted].

The contract has been paid in full and the account has been canceled.

National Protective It was brought to our attention that [redacted] has filed a complaint against [redacted] Services Inc over issues regarding contractual agreements and service. The customer signed a 60 month agreement on 1/6/2015 and her home has been protected by our company since...

then, where the customer has never had an issue with their system until recently.   The customer called our office and stated that she was moving.  Our representative informed her that we would need to have her sign new paperwork reflecting the new address and there would be a charge of $200.00 for a technician to uninstall the system, box it up and reinstall at the new location.   The customer agreed to this and an agreement was sent.  Currently, there has been no money charged to the customer’s account as stated in the complaint. They will not be charged until the new agreement is signed in which it reflects their primary term (32 months remaining).  As I was responding to this complaint, the customer signed the agreement, so we will be contacting her to schedule service.  The customer may speak with Joanna ###-###-####  Ext 1126  or Greg  ###-###-####     Gregory M[redacted] Customer Service Manager   Safe Home Security 1125 Middle St. Middletown, CT. 06457 ###-###-#### [redacted]

After speaking with the customer again, we came to an agreement to monitor the customer until April 30, 2016. Effective May 1st,2016 she will no longer be billed or monitored by us and will be released from her agreement. Going forward she can contact Christopher H[redacted] ###-###-####.
Christopher Heath
Customer Service Manager
Safe Home Security
[redacted]
###-###-####
mailto[redacted]
www.safehomesecurityinc.com
https://www.facebook.com/pages/Safe-Home-Security-Inc/13984[redacted]9

The customer signed a 36 month agreement for monitoring.  It was changed from a 60 month, these are the only kinds avaialable 3 or 5 years.  If a customer moves or cancels early for any reason we accept 90% of the contract to term.  In this case the customer owes $822.03.  Again...

as a courtesy if he pays $700 by July 8, 2015 we will accept that as payment in full.  In terms of credit, anytime a consumer is alte by more than 30 days with a scheduled payment they run the risk of being reported.  We report all accounts, good or bad, monthly.  A consumer may dispute any credit information they feel is incorrect by logging into [redacted] or [redacted] and submitting disputes.