Best Way Home Improvement

To Whom It May Concern,The terms of the agreement as well as the terms of cancellation are all listed in the contract the [redacted] signed and agreed to. The [redacted] claim is that they wanted to cancel their contract because they got rid of their home phone line, rendering the system...

inoperable. The current security package the [redacted] have is $39.99 per month for the system wired through the home phone line. Because of the [redacted] tenure as a customer, they were offered a reduced monthly payment to $29.99 per month. Additionally, they were offered a Cellular Backup Unit at no charge ($200 value) so that the security system could function without a home phone line. In order to alter the terms of the current agreement, a new agreement would be required to sign in order to alter the terms to match the new rate and new mode of communication. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Refund check was issued and mailed 7/18.  Account was pushed out in 1 month.  Will not pay for August.

We have been telling the customer since mid December to pay half the balance and we will service the system.  We do not service systems that are delinquent on payments.  We will meet the customer half way on it.  Pay $150 by March 30 and we will service.

No additional information here to process.  Please see previous response.

[redacted] is under contract until August 2019.  Pay back balance we will fix whatever is wrong with the system and honor the remainder of the contract.  If you would rather you can pay a 90% to term early cancellation buyout and cancel teh contract.  Contact Carmelo b[redacted] at...

extension [redacted] to discuss options.

Complaint: [redacted]
I am rejecting this response because:  It does not make clear that Safe Home will also inform the credit reporting agencies that the delinquent payments reported by Safe Home are not valid.  I f this is done, I will accept.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The account seems to still be open. The unit in my home is still on, and I am still able to log into the account on line using the...

alarm.com app as of 2/5/18. There still is no refund issued to my bank account as of 2/5/18.
Sincerely,
[redacted]

Complaint: 11537400
I am rejecting this response because: I e mailed comany 7-1 to cancell account also my husband e mailed company on 7-5 to cancell account no reply from company.  I have also left a message with account manager greg on 7-5 no reply. I just want my account cancelled.
Sincerely,
Mary Burke

Complaint: [redacted]
I am rejecting this response because:Of course you have nothing to offer. When I called to cancel I was told I was in good standing. Can you offer me an explanation as to why you are still trying to charge me?
Sincerely,
[redacted]

The 42 months encompasses 6 free which the consumer recieved.  They are only ever obligated to 36.  The customer indicated when they called to cancel that they were not interested in a system move.  The obligation of 90% of the balance as early cancellation is in the contract and due.

To Whom it May Concern,Please close this complaint as resolved as the customer has stated she is satisfied. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

Complaint: [redacted]
I am rejecting this response because: I spoke with Karen today. My husband has died and I sold my house yesterday but Karen said I still have to pay 90% of the remaining contract. The service needs to be stopped and canceled without fee due to the death of my husband and due to my house has sold. 
Sincerely,
Edna Cozart

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: Mr [redacted] statement is not true. While I did not have the correct password at first, I did get it and when I watched the break in ( the one he said I claimed to have had) the video gliched at the part when the person through the ice block through the window. I burnt a disk, so I have proof. Mr. [redacted] also accuses me of wanting to break the contract, this is far from the truth. Safe Home Security was offering me the same service as [redacted] for almost half of what I was paying. Why would I what to pay more if the service worked? There business is supposed to be security. I felt a total lack of security while I had them monitoring my store. I am also coping the two emails I sent them early on because there was more problems that these:March 27, 2015 emailTo: Safe Home Security: Safeguard SecurityThis email is notice that we are canceling our Safeguard Security System and [redacted], effective immediately, for the reasons listed below. For the security:1) The installers left without hooking up either the front door chime or the back door alarm, leaving the store without door security for at least a week, until your techs were able to return.2) There was a glass breaking incident on Feb 11, 2015 and the system failed to activate. The smashed in door was wide open all night, in sub-zero weather, an invitation to looters.3) About a week later, I tried to add a new employee's security code to the system. I could not add the new security number, and so I called for help. I spoke with four technicians and two supervisors and still the problem was not resolved. A supervisor promised to follow up but  no one has.4) I was promised two portable panic buttons, and to this day, have only received one.As for the [redacted]: 1) When installing the [redacted], the technician you sent was unable to set it up for me to watch on my laptop at home. This is is how I provide remote security backup for the store. It left me blind for the weekend. The following week, he brought a representative from the company to set it up "properly." Even so, w e have never been able to get playback to sync up with multiple panels.2) I attempted to burn a single panel to a disc and it used the whole disc for less than 20 minutes of content. It was difficult to play back the disc. Finally, during a critical time in the glass breaking incident, the playback "glitched" and missed the actual incident. I had to use my neighbor's [redacted] security system to catch the perpetrator.3) I attempted to get support for [redacted] use, but couldn't get anyone to call us back. I called your competitor to see if they could help me, and they actually called me back!4) [redacted] has canceled payment for the [redacted] after agreeing with me that the product has not worked properly. You may pick it up at your convenience anytime during store hours.For these reasonTo whom it may concern,I called today to confirm the cancellation of the (lack) of service that I asked for on March 16, 2015. As from what I have come to expect from your company, I was told that there's no record of this and that I had to write (another) email. The address is [redacted]. The account number is [redacted]. I paid $119.97 by credit card and $80.00 with check #[redacted]. Please cancel the service retroactive to this first email (3-16-15) and reimburse me the difference ASAP.[redacted] [redacted] -----Original Message----- From: [redacted] To: [redacted] Cc: info <[redacted] Sent: Mon, Mar 16, 2015 11:59 am Subject: Cancel, effective immediately To: Safe Home Security: Safeguard SecurityThis email is notice that we are canceling our Safeguard Security System and [redacted], effective immediately, for the reasons listed below. For the security:1) The installers left without hooking up either the front door chime or the back door alarm, leaving the store without door security for at least a week, until your techs were able to return.2) There was a glass breaking incident on Feb 11, 2015 and the system failed to activate. The smashed in door was wide open all night, in sub-zero weather, an invitation to looters.3) About a week later, I tried to add a new employee's security code to the system. I could not add the new security number, and so I called for help. I spoke with four technicians and two supervisors and still the problem was not resolved. A supervisor promised to follow up but  no one has.4) I was promised two portable panic buttons, and to this day, have only received one.As for the [redacted]: 1) When installing the [redacted], the technician you sent was unable to set it up for me to watch on my laptop at home. This is is how I provide remote security backup for the store. It left me blind for the weekend. The following week, he brought a representative from the company to set it up "properly." Even so, w e have never been able to get playback to sync up with multiple panels.2) I attempted to burn a single panel to a disc and it used the whole disc for less than 20 minutes of content. It was difficult to play back the disc. Finally, during a critical time in the glass breaking incident, the playback "glitched" and missed the actual incident. I had to use my neighbor's [redacted] security system to catch the perpetrator.3) I attempted to get support for [redacted] use, but couldn't get anyone to call us back. I called your competitor to see if they could help me, and they actually called me back!4) [redacted] has canceled payment for the [redacted] after agreeing with me that the product has not worked properly. You may pick it up at your convenience anytime during store hours.For these reasons, I have lost all confidence in the security system that you provided. A security system is not something on which I can compromise. Instead of feeling safer, we feel less safe. T herefore, please immediately cancel my security system and monitoring, confirm the cancellation, and pick up the [redacted] at your earliest convenience.Sincerely,[redacted] March 27,2015 emailTo whom it may concern,I called today to confirm the cancellation of the (lack) of service that I asked for on March 16, 2015. As from what I have come to expect from your company, I was told that there's no record of this and that I had to write (another) email. The address is [redacted]. The account number is [redacted]. I paid $119.97 by credit card and $80.00 with check #2469. Please cancel the service retroactive to this first email (3-16-15) and reimburse me the difference ASAP.[redacted] [redacted] 
-----Original Message----- From: [redacted] To: [redacted] Cc: info [redacted] Sent: Mon, Mar 16, 2015 11:59 am Subject: Cancel, effective immediately To: Safe Home Security: Safeguard SecurityThis email is notice that we are canceling our Safeguard Security System and [redacted], effective immediately, for the reasons listed below. For the security:1) The installers left without hooking up either the front door chime or the back door alarm, leaving the store without door security for at least a week, until your techs were able to return.2) There was a glass breaking incident on Feb 11, 2015 and the system failed to activate. The smashed in door was wide open all night, in sub-zero weather, an invitation to looters.3) About a week later, I tried to add a new employee's security code to the system. I could not add the new security number, and so I called for help. I spoke with four technicians and two supervisors and still the problem was not resolved. A supervisor promised to follow up but  no one has.4) I was promised two portable panic buttons, and to this day, have only received one.As for the [redacted]: 1) When installing the [redacted], the technician you sent was unable to set it up for me to watch on my laptop at home. This is is how I provide remote security backup for the store. It left me blind for the weekend. The following week, he brought a representative from the company to set it up "properly." Even so, w e have never been able to get playback to sync up with multiple panels.2) I attempted to burn a single panel to a disc and it used the whole disc for less than 20 minutes of content. It was difficult to play back the disc. Finally, during a critical time in the glass breaking incident, the playback "glitched" and missed the actual incident. I had to use my neighbor's [redacted] security system to catch the perpetrator.3) I attempted to get support for [redacted] use, but couldn't get anyone to call us back. I called your competitor to see if they could help me, and they actually called me back!4) [redacted] has canceled payment for the [redacted] after agreeing with me that the product has not worked properly. You may pick it up at your convenience anytime during store hours.For these reasons, I have lost all confidence in the security system that you provided. A security system is not something on which I can compromise. Instead of feeling safer, we feel less safe. T herefore, please immediately cancel my security system and monitoring, confirm the cancellation, and pick up the [redacted] at your earliest convenience.Sincerely,[redacted]The fact that Mr. [redacted] implied that I was looking for a way out of the contract and that I CLAIMED to have a glass break is adding insult to injury, but then again this appears to be the lack character that has been my experience with this company. I also have video of the break in that occurred on February 11, 2015 that was acquired with the neighboring business security system.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have been given that response twice before, however if this time there really is a credit report correction, then we can close this matter.
Sincerely,
[redacted]

To Whom it May Concern,Please see attached monitoring agreement that the consumer signed and agreed too. The agreement had to be sent as an image because portions were highlighted and will appear blacked out if scanned. We ask that The Revdex.com close this complaint as...

resolved. Sincerely,Colin W[redacted]Corporate Account ManagerSafe Home Security

To Whom It May Concern,In regards to the complaint against Security Systems Inc.:We have reviewed this matter in detail and have assigned this account to Senior Account Executive Aalan R[redacted] to speak to the customer via phone and come to an agreeable resolution. He can be reached via phone at [redacted]...

[redacted] or by email 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 satisfactory to me.
However, if Safe Home Security does not follow through as stated on the letter that was attached, I will open a new complaint until it is taken care of.
Sincerely,
[redacted]

[redacted]'s Response is as follows   This customer agreement is currently pending cancellation.  To continue with cancellation there are 3 options of which are to allow one of our technicians to pick up the equipment from the home, purchase the equipment, or mail the equipment back to us free...

of charge.  If the customer chooses to have the equipment mailed we will email the customer a shipping label.    ;   As a recent example the customer had an alarm on October 10th 2017 and the system proved to be working properly.  If there are any specific issues with the system that need to be addressed please contact ###-###-####.  A representative will assist you if there are any issues that can be solved over the phone or create a service ticket for a technician to arrive to your home.

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] 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