Best Way Home Improvement

We called the customer for service. They did not answer the phone or return any phone calls. They have no voicemail setup. If the customer can give us at least two numbers for contact we will gladly go to the home and service the equipment at no charge to them.
Christopher Heath
Customer Service Manager
Safe Home Security
[redacted], CT. [redacted] ###-###-####
mailto:[redacted]

Complaint: [redacted]
I am rejecting this response because: Chris H[redacted], the only employee that has finally been able to assist me, is still having issues getting a technician to my residence over a week later. I spoke with Chris today in reference to my refund check that was mailed out via [redacted] on 10/23/2015. I have yet to receive the check and appears to be lost in the mail without any tracking information. The business is now sending out another check via [redacted], without a tracking number, to my house. I have to wait even longer to have this issue resolved. I requested to have the check over-nighted via [redacted] or [redacted] but the department refused to do so. I am appreciative of the one free month but unhappy due to several months of non-working service and refused service calls. I now understand the terms on the repeater. I was told that part was to still be covered under the parts and labor warranty. It seems as if there guarantee issues, miscommunication, and laziness through several departments at this business. Nobody is on the same page or says the same thing.
Sincerely,
[redacted]

[redacted]
I am rejecting this response because:[redacted]Do you consider that an acceptable response?  They collected payment from me on the 5th of January even...

though they refused to send a technician out to fix the faulty sensor simply because I was not renewing the contract with them!  Ms. P[redacted] words were that they were not sending a technician out because they did not have a way to recover the cost for it.  However, they collected the monthly payment for December and January.  As soon as they were notified that I was not renewing the contract they felt it was no longer necessary to provide a service even though they were still under contract until February.
Sincerely,
[redacted]

The company has logged this response as written request for cancellation, and the account will close as of April 26th of 2016. The company will also honor the customer's request and remove the automatic draft, and require a quarterly paper bill.

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 contingent to no further bank withdrawals.
Sincerely,
[redacted]

The company has agreed to close this account with no further billing due.

The customer has a 3 year contract for monitoring through July 2016.  It was legally purchased from [redacted] Home.  If the customer feels [redacted] Home offered to cancel they need to contact them directly to resolve and [redacted] Home will contact us with instructions.

We cancelled this account already.  There is no further obligation from this client.

[redacted]  agreed to become a SHS customer, then changed her mind, and cancelled the installation. A credit check is done on every potential customer, as other businesses. The agreement is on the application. If she wants it deleted, she can dispute it with the credit bureau directly

This account is scheduled to expire on June 5, 2016.

I left Chris a message two days ago and still have not heard back from him.  This is the same old stuff... Back and forth and no resolution.  Where is my six month credit on alarm services he promised me?  I still have not used my alarm in almost 5 months.  The business response is unacceptable.    Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

The customer has not made a payment since September of 2014. If the customer is willing to pay to the current date of July 31st, which would be $399.90, we will close the account as these are services that have been rendered and paid for by the company. This will be the company's final offer for a resolution. Any future questions please contact [redacted] (Co-Director of the Customer Care Department) at [redacted] xt [redacted] for any questions.

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

THIS COMPANY OVER 3 MONTHS AGO ABOUT FIXING OUR EQUIPMENT. THEIR REPAIR GUY NEVER SHOWED UP WHEN ADVISED THEY WOULD. THEN WHEN I WOULD CALL THE COMPANY TO TRY AND HAVE ANOTHER GUY COME OUT AND FIX OUR EQUIPMENT THEY BOUNCED ME AROUND THE COMPANY NUMEROUS TIMES FOR WEEKS WITHOUT ANY HELP. EVERYTIME I WOULD TALK WITH SOMEONE THEY WOULD TAKE A MESSAGE. I EVENTUALLY MADE A COMPLAINT WITH THE Revdex.com AND SOMEONE GOT AHOLD OF ME TO FIX MY PROBLEM WITH THE COMPANY BUT NEVER FOLLOWED THROUGH. BEFORE THAT EVEN CAME ABOUT I TYPED A LETTER OF CANCELATION OF THEIR SERVICES AND SENT IT IN. I CURRENTLY RECEIVED A BILL THAT THEY SENT ME TO COLLECTIONS. A BILL FOR NO SERVICES CAUSE I COULDN'T GET ANYONE TO FIX MY CAMERAS Translate Desired Resolution / Outcome   Desired Resolution: Billing Adjustment select Desired Outcome: ADJUST BILLING AND MAKE SURE I NO LONGER HAVE SERVICES WITH THIS AWFUL COMPANY.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
  I don't not feel that the companies response is adequate. I do not want to enter into another three year contract with this company. That would be my only option, I currently do not have home coverage due to outdated equipment with them and am required to renew a contract for three years to upgrade? How is that fair.  I want out of the contract so I can move to another company.  
Sincerely,
Ryan M[redacted]

Account:[redacted] [redacted]   We do understand the frustration [redacted] is experiencing with her current contract. Once again, at this time we are unable to alter the terms that are in the contract. This includes the rate.   Kamishia M[redacted] Customer Service Manager   Safe Home Security [redacted] Middletown, CT. 06457 ###-###-####

The client called into cancel in 2013 citing affordability.  She agreed to new 60 month agreement with 5 free monthsand a $5 per month reduction.  We will reduce the contract to 36 months meaning that she owes through September 2016.  This must be paid by March 31, 2016 or...

the offer is recscindd.  Please work through Matthew [redacted] your account manager.  The final balance owed is $948.58

There is nothing further owed on this account.  Bills are generated electronically weeks in advance as they are sent via a mailhouse.  You may ignore any invoice you may have received.  You have no further obligation on this account.

Client account has been sent outside for collection.  Client must go through [redacted] for anything regarding the account.

Complaint: [redacted]
I am rejecting this response because:I have setting in front of me the contract I signed with Security One, on 4/11/12.  The contract was on a month to month...

basis.  I cancelled the service on 8/11/2015.I have talked to a Mr P[redacted] whom told me they received the e-mail cancellation and that it was never entered into the system by a Shar B[redacted] .He told me their co. Home Safe Security does not do business that way and transferred me to her supervisor so I could tell him of her error.I called Home Safe Security on 11/01/2015.  I spoke with a Mr. Plumb.   I said he would take care of my accountHe e-mailed me on 22/02/15. and offered me Discounted rates and wanted me  to have him send me the paperwork to set up a date for service.How do I get a copy of my contract to you, and get a copy of their so called contract that I have in service til 2016.I get a different answer from everyone I talk to.But I can assure you I did not enter into a 4 year contract.This has to be settled.   This company seems to want to extort money from people without valid proof.
Sincerely,
[redacted]

Complaint: [redacted]I appreciate that after no fewer than 8 contacts with SafeHome occurring on at least 4/16/15, 5/22/15, 6/26/15, 7/10/15, 10/29/15 (not all dates recorded) and a complaint to the [redacted] Attorney General's Office and the Connecticut Revdex.com, your company finally sent a technician to repair the security system on 11/9/15. I also appreciate that you provided a monitoring service credit of two months during this period. I do not accept this response because SafeHome charged for monitoring services throughout at least eight months of system failure, which began sometime in early March 2015. The service for which I contracted could not be provided by SafeHome for this period because the system did not work. I am due an additional six months service credit for the period of system failure. This level of restitution does not include the considerable time and effort it has taken me to motivate your company to honor its obligations. I am sorry that your technicians had personal concerns that prevented them from scheduling repairs. This is not pertinent, however, to whether it is legitimate for a company to charge for a service that it did not provide and obligate a customer to this level of persistence to get meaningful resolution.
Sincerely,
[redacted]