Best Way Home Improvement

Complaint: [redacted]
I am rejecting this response because:  I have since come to find out that they went and sold my contract to a third party, unbeknownst to...

me and unauthorized by me. The sales person, while in my house last year, never lead me to believe that I would be locked in to a 36 month contract, nor did he ever explain that there would be the possibility of the contract then being sold to another company entirely. It's wholly misleading and deceptive. I am not happy with the service and should not be locked into a contract because I was mislead from the start by the (previous) company's representative.   I expect a more palatable resolution. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I never received a phone call or letter pertaining to unpaid Balance last contact information heard from safe home was July 2015 until I received call April 21st 2017 that's why I'm so pissed about all of this because your lying saying you tried to contact me and no one ever did till the 21st of April 2017 and I was never advised of the 90 percent in 2015 in the cancellation letter so since it's your negligence I should've only had to pay the 90 percent of the 4 remaining years which in turn would give me a refund of roughly 900 dollars I even have email proof of Representative agreeing that I paid too much but she said her manager would have to ok refund 
Sincerely,
[redacted]

We have no further remedies.  Please see options in original response.

Account is cancelled with no further obligation.  Credit repeal and refund being issued, please allow 7 to 10 days.

As early as February 2015 the customer indicated to us she no longer had a compatible phone line.  The system will never work without one and the customer is responsible in the contract for maintaining one.  We offered multiple times to come install a cell back up unit but the customer was...

not interested in paying for it.  Currently the balance is $773.  If the customer pays $250 we will install the CBU however the rate will go up $10 and the customer must sign a new agreement.  If she agrees we will credit out the remaining balance after installation.  The only other option is for the customer to pay the back balance and we will install the CBU for free but the rate will go up $10 through the remainder of the contract.  The other options include having phone service restored or paying a buyout on the contract.

We have addressed all of Mr [redacted]s requests and rectified the billing issue. We also notified all [redacted] bureaus that his account was not past due. Any questions regarding this matter, feel free to contact myself. Stephanie L[redacted] Customer Service Manager, ###-###-####

Opperation of the alarm has been proven to be working correctly. Any issues were with how the client was arming the system. The client will be available next week to be walked through arming from the key pad again.

We will release the client without further obligation even though they never sent a cancellation letter in until December 2017.  The account was handled correctly.  Please allow 30 days for the cancellation process to complete and ignore any correspondence or invoices received prior to...

then.  Neither party has any further obligation to the other.

Attempting to resolve all issues, we cannot cancel agreement.We left a voice mail today, with our contact info.

Called customer and left a message that her payment did return for september but didnt say why. told cust only owed for 39.99 for septmeber and 39.99 for october , that all other charges would be waived and we can set account back up for payments to come back out automatically.

I do apologize for the delay in getting you the cellular backup unit you should have had many months ago. We certainly will be sending the part out tomorrow and when you receive it please call me directly at [redacted]  x [redacted]. I will set service and get your system up and running...

again. In addition I will be crediting your account for the additional months you did not have service. I hope this meets with your expectations.Respectfully,[redacted]Dispatch Manager

Complaint: [redacted]
I am rejecting this response because: I never received anything else from you after the July 2015 statement never received a so called final statement or I would've paid it back then contract states 90% of 5yr contract in which I already paid 1 yr of that when I wrote u to get out of contract which left 4yrs I received a letter stating contract was voided per my request and never heard anything else from you I'm saying the remaining balance of the 4yrs I should've only had to pay 90% of that per contract in which you would owe me roughly 900 dollars in refund ...I mean obviously you guys screwed up by sending me letter saying contract was voided and never sent me a final statement of 90% owed ...so make it right like I thought I was when I paid ur requested about 
Sincerely,
[redacted]

The customer is responsible for their original agreement they signed in their original home. No where in the agreement does it state that we can guarantee moving a customer's system. It doesnt state that we can move the system at all. The customer's original home had a hardwired alarm...

system that we took over. Those types of alarm systems are not moved. The customer had a system in their new home that we attempted to activate. We agreed to waive the $199 activation fee (this is the cost for a technician to perform the necessary work of activating the new system). We attempted to work with the customer in August but after multiple calls of the customer screaming, and using vulgarity, we were unable to get her to sign a new agreement at the new address. We have not brought a case to an arbitrator, so we do not have a name to give the customer. If the customer files for arbitration, we will be notified and assign an attorney as necessary. If the customer would like a resolution and avoid arbitration, we would ask they sign a new agreement for the months remaining of her original agreement, and we can attempt to activate the alarm at the customer's home. We will waive the $199.00 system move fee. We will not refund the client for services that they were responsible on the original agreement. We did nothing to breach the original agreement the customer signed. There is no agreement for us to monitor the new home. The customer refused to sign an agreement for that home after we advised her four separate times that this is what needed to be done. Had they signed a new agreement, we would have been able to release the original agreement. On September 8th, 2015, we once again advised the reason the address was not updated was because she hadn't signed the new agreement and paid the system move fee. This process is not as simple as updating an address in a computer. It is closing one contract obligation because another account is open. There is paperwork involved for legal reasons. That was the last communication we heard until we received notice on September 28th that the client filed a small claims case. Since they filed a claim in court, and refused to work with us after that, there was nothing we could do.

Complaint against National Protection Service:This account has been canceled per the customer's request.

WE CAN NOT LOCATE THE CUSTOMERS ACCOUNT FROM "MY 92 YEAR OLD GRANDMOTHER" PLEASE PROVIDE HER NAME ADDRESS PHONE OR ACCOUNT NUMBER

I do not agree to the response from Safe Home Security, Inc. I accidentally clicked on agree while attempting to read the company's response. I disagree, I will not pay their collection company. Because I do not owe them  money for services they did not provide after I notified them (May 2012) that I had disconnected the security system and was cancelling service. They owe me a refund for the invoices I paid after multiple attempts to cancel their services starting in Sept. of 2011.            Thank you [redacted]

Complaint: [redacted]I am rejecting this response because:
 i would like to correct the infromation sent by the Company the install was started on 8/8/15 and completed on 8/10/15. We started Experiencing problems on Wednesday 8/12/15 and I contacted Safe Home Security after several contact numbers was given to me. I spoke to   Craig from the information that was given to me from him he is the Assistant Vice President and assistance Manger at that time I advise him of the problems I had and he assured me he would contact the person in charge to have this system canceled and removed.  He also indicated he did not show a sign contact. I advise him a sign contract was not left at the time of install. I am emailing the attachments emails from Crain being 8/19/15 to present also I am email you  the cancelation letter sent to Craig.
Sincerely,[redacted]

To whom it may concern,Mr. and Mrs. [redacted] called into Safe Home Security on February 19th, 2016. The customer had stated the alarm had gone off twice without any response from the monitoring service. In trying to find the root problem, the employee pulled up the alarm signals from the [redacted]'s home and...

found that the system was adequately sending weekly test signals to the monitoring station. The employee also alerted the customer that the last time we showed an active alarm was in August of 2015. Never did the employee speak of being able to see when the customer arms/disarms the system, only of the most recent actual alarm. Regarding the monitoring service not calling upon tripping the alarm, the customer was explained that a delay is required on any alarm system. That gives a customer proper time to disarm the alarm before the monitoring service calls, thus preventing cases of false alarms. The [redacted]'s were explained this was most likely what had happened in this case.Upon further review it has been found that the [redacted]'s have not been regularly testing their alarm system on a monthly basis to ensure the alarm system is functioning correctly. This is a stipulation the customer agreed to upon signing the monitoring agreement. Safe Home Security will process the [redacted]'s request for cancellation of the account and will have the account closed. No refunds will be due as Safe Home Security has continued to uphold our end of the agreement by providing monitoring of the [redacted]'s home. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security[redacted]

Complaint: [redacted]
I am rejecting this response because: Mr. [redacted] called me ( [redacted])...

yesterday and we verify the account as [redacted]. the name on the account is [redacted]. I was told they will be reviewing the account and getting back to us in a few days. 
Sincerely,
[redacted]

Good Afternoon [redacted]   Thank you for taking the time to speak with me today. I have e-mailed the [redacted] representative that handled the acquisition to get your billing squared away. I will follow up with you once it is all set. I apologize that this wasn’t done correctly when the...

account was transferred.   In regards to cancelation, you can simply email [redacted] . Please include your account number in the email ([redacted]). You will receive an auto-reply that confirms it was received successfully.   Also, I wanted to ask – Do you happen to remember the phone number you were calling to reach [redacted]? You had mentioned that you were having a lot of trouble getting through. We have one of their phone numbers forwarding to our office, and I wanted to see if it was the same number.   If you need anything else at all, do not hesitate to contact my office directly. Thanks again for your time today.   Kristopher V[redacted] Customer Service Director Safe Home Security [redacted] Middletown, CT. 06457 ###-###-#### mailto[redacted]