LifeShield

This account was cancelled on 6/30/2017. Tom A[redacted]

Lifeshield offered a solution to the complaint in which I accepted but they never followed thru on the offer and I never received a call from Lifeshield

Customer has been with LifeShield since 2015. She has called in to Technical Support in the past, but any issue or complaint was addressed and corrected.  Customer recently acquired a new ISP and router. She called in on 12/19/17 and spoke to tech agents and a tech supervisor. Technical agent...

advised customer that her system looked good, but that her camera will need her new Wi-Fi password. Customer did not know her Wi-Fi password, so she disconnected from LifeShield to contact her ISP.  When the customer called back, a technical agent attempted to help her connect the camera. Customer was transferred to a tech support supervisor after initial troubleshooting failed. The supervisor provided additional troubleshooting and determined that there could be a technical issue with the camera. The supervisor sent the customer a camera replacement. The order for the new camera replacement was placed on 12/19/17. As of today, her alarm system is working well. She has strong cellular signal strength. All of her sensors are connected properly, however, she has a low battery in her “front br window” sensor. We would be happy to send her a new sensor battery, since she is bypassing that sensor. That is a simple and easy fix. She armed her system today and is a daily user. Based on the account information, the system has been functioning well and the customer uses it so there is no reason to break contract. Outside of a low-battery alert and the camera, which we are actively rectifying, her system is working very well. She is also continuing to arm the system. We have tech agent reaching out to this customer again to discuss these issues.

[redacted]We have agreed to cancel your account.  There will be no early cancellation fee.  One of our specialists will be reaching out to confirm the cancellation of your account and to provide you with the instructions for returning the equipment.RegardsLifeShield Security

[redacted]Per your discussion with our supervisor on 10/20/16, we have agreed to terminate your agreement with no early termination fee.  Our supervisor supplied you with the information required to return the equipment.  You should have received a confirmation of cancellation email as...

well as the return label for the equipment.  If you have further questions please contact us.RegardsLifeShield Security

This account was cancelled on 8/25/2015 with no early termination fee.  We apologize for any inconvenience but accounts cannot be monitored if the agreement has not been signed.  The account secondary contact and monitoring password had also not been configured.  These are all...

requirements for monitoring an account and need to be set up by the customer.RegardsLifeShield Security

-------- Forwarded message ----------From: A[redacted], THOMAS *Date: Fri, Feb 3, 2017 at 4:36 PMSubject: Revdex.com Complaint # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted] This account was cancelled on 8/16/16. RegardsLifeShield Security

-------- Forwarded message ----------From: A[redacted], Thomas A<[redacted].com>Date: Mon, Apr 4, 2016 at 3:52 PMSubject: Revdex.com complaint ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>This customer was provided with reduction in monthly fees that he was promised.  He is actually paying $34.78 per month which is less than his original $34.99.  This $5 reduction covers his tax of $2.10 and the $2.99 monthly hardware protection plan that he requested.  Customer has been charged $34.78 since 9/16/2015 when the adjustment was made as promised in previous response. Tom A[redacted]

[redacted]We have reviewed your account.  Our cameras are not surveillance cameras.  They do not record or stream live video 7x24.  We are sorry for any misunderstanding with the way the cameras operate.  The cameras are able to live stream utilizing your web portal or the tablet...

or mobile application.  We have offered to allow you to return the cameras for a refund and lower your monthly rate to reflect this change.  We will have one of our specialist reach out to you to discuss further options including cancellation.RegardsLifeShield Security

[redacted]Per our conversation yesterday, it is agreed that LifeShield has provided the Return Merchandise Authorization number and the return tracking label # for your return of the system.  We have also agreed that the Early Termination Fee will be paid within the next 2 month period....

 We can work terms if you would like to spread this over 3 months.  Once we have received both the equipment and the Early Termination Fee, your account will be cancelled.  We have also waived the up coming payment that would have been due on 8/30 to ensure that you are not charged the monthly monitoring rate.We would like to apologize for any misunderstanding between you and our reps.LifeShield Security

[redacted]We appreciate you bringing this to our attention.  We have reviewed the Illinois statute and are currently modifying our procedures to adhere to the statute.  That being said, we have cancelled your account as of today.  No further monies will be billed to you.Thank you...

for your understanding in this matter.LifeShield Security

[redacted]Under the terms of your agreement, [redacted] is correct.  This is not a viable reason to cancel your account without a cancellation fee.  I have attached a copy of your agreement in this response.  Section 2 and 20 contain cancellation requirements.2. Early Cancellation Fee....

IF YOU SEEK TO TERMINATE THIS CONTRACT EXCEPT AS PROVIDEDHEREIN, WE MAY CHARGE YOU AN EARLY CANCELLATION FEE. FOR CANCELLATIONS IN THEINITIAL TERM, THE CANCELLATION FEE IS THE AMOUNTS YOU WOULD HAVE PAID THROUGHTHE REMAINING PORTION OF THE TERM. FOR CANCELLATIONS IN A RENEWAL TERM, THECANCELLATION FEE IS THE LESSER OF (x) $200, OR (y) THE AMOUNTS YOU WOULD HAVE PAIDTHROUGH THE REMAINING PORTION OF THE RENEWAL TERM. THE CANCELLATION FEE ISPRESUMED TO BE THE AMOUNT OF DAMAGE WE SUSTAIN BY YOUR BREACH OF THISCONTRACT, AS IT WOULD BE IMPRACTICABLE OR EXTREMELY DIFFICULT TO FIX THEACTUAL DAMAGE.20. Terminationa. Termination Without Cancellation Fee. We may terminate this Contract at any time for any of thefollowing reasons, in which event we will refund any advance payments you may have made beyond thetermination date, less any amount still due from you, if applicable: i. Our monitoring center, equipment or facilities, or the telephone network, are destroyed, damaged or malfunction, so that it is impractical for us to continue providing the services; ii. You fail to follow our recommendations to repair or replace any defective parts of your System; iii. We determine that it is impractical to continue providing our services due to the modification or alteration of your monitored residence after installation of your System, or that the condition of your residence presents an undue risk to our service personnel; or iv. Your System generates excessive false alarms due to circumstances beyond our control.You will not owe us an early cancellation fee (as defined in this Contract) if we cancel for any ofthese reasons. You promise not to hold us liable for any losses you may experience as a result of ourtermination of this Contract for any of these reasons.b. Termination With Fee. We may without notice suspend your service or terminate this Contract at any timefor any of the following reasons: i. You fail to pay any fees when due under this Contract; ii. You otherwise fail to comply with your obligations under this Contract; iii. You breach your warranties in this Contract; iv. You fail to follow operating instructions for your System, or tamper with or allow unauthorized persons to access or repair your System, which causes the system to malfunction; or v. You become a debtor in a bankruptcy proceeding.RegardsLifeShield Security

-------- Forwarded message ----------From: A[redacted], Thomas A<[redacted]>Date: Wed, Aug 19, 2015 at 8:53 AMSubject: Complaint ID: [redacted]To: "[redacted]" <[redacted]>Cc: "C[redacted], John J" <[redacted]>Mr....

[redacted] LifeShield has reviewed all of the issues that you have stated and will grant the request to be released from your contract.  There will be no early cancellation fee.  One of our specialists will be in contact with you to confirm cancellation and provide the information for returning the system.  Our apologies for any inconvenience. RegardsLifeShield  Security

------- Forwarded message ----------From: A[redacted], THOMAS *Date: Wed, Feb 1, 2017 at 4:07 PMSubject: Revdex.com complaint ID # [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted]We understand your desire to have a tech come to your residence for issues, however that service is not...

available.  We have specialist that will be glad to assist you with any issue you are having.  Your account is 2 months behind at the current time.  You are still utilizing the equipment as you last armed your system  today at 11:33 am.  Your current early termination fee is $165.  If you definitely want to cancel your account, we will lower the fee to $100. RegardsLifeShield Security

--------- Forwarded message ----------From: Revdex.com of Metro Washington DC<[email protected]>Date: Mon, Aug 17, 2015 at 10:50 AMSubject: Fwd: ID [redacted] updateTo: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: Rachel...

K[redacted] <[redacted].com>Date: Mon, Aug 17, 2015 at 10:48 AMSubject: ID [redacted] updateTo: "[email protected]" <[email protected]>Revdex.com, Last Wednesday I had not heard back from Lifeshield as they had promised,  so I called them again. I have been pretty polite until this point but on this day they told me that they only way to get out of my contract would be to sign a new contract with their other company protection one, or to upgrade my equipment with lifeshield and to do that I would have to sign a new contract. They said if I didn’t do this I would have to pay the early termination fee for my old system even though it no longer worked.  I informed them that they could not do this and that the contract was void because the product they sold me and the product that we contracted for was obsolete. I told them a lawyer would tear apart their contract in 2 seconds and hung up the phone. Wednesday evening I had a voicemail from a gentleman who called himself the customer advocate and said he saw my Revdex.com complaint, and asked me to call him. I explained what they had told me the day before and that it was business fraud and very unethical. I explained they were charging me monthly for a service they knew didn’t work and that was also fraud. I also told him the contract was void because the contract we had was for obsolete equipment and that I would never sign another contract with them.  He asked me what I would like to rectify the situation at this point. I said I wished to cancel my contract and be credited for a few months for the service not working. He said he would send a check for at least 3 months of credit and cancel my contract. This made me happy, and it was the right thing to do. I haven’t received a check yet, but I should soon. He stated it would come from Direct TV because they are now owned by them. Thank you for your service, without filing this complaint I would have received a $600 bill for early termination or have been charged $47/per month for another year.  It’s unfortunate I had to waste your time, but what a great service you provide. Thank you [redacted], [redacted]Director of Human ResourcesOffice: ###-###-####Cell:  ###-###-####

[redacted]...

[redacted]
 Complaint: [redacted]
I am rejecting this response because:I never received the credit for September, instead they billed me and I have the transaction on my bank statements to prove it. I have attached screen shots of the automatic payments taken out, and I will be more than happy to make copies of my bank statements proving there was NO CREDIT ISSUED. When I called and complained about not receiving the credit and instead being billed, I was told it would be issued and then later in the conversation told that my system has worked fine since June (which was a false statement) and that I was owed nothing. Please notice the dates on the pictures of the automatic payments taken out of my account. Both were automatic payments that I did not make myself nor did I have the ability to prevent.I have am having all equipment removed from my house and returned to them CERTIFIED because it is junk and the company is unethical and unprofessional. ALL I WANT IS FREE AND CLEAR FROM THEIR JOKE OF A CONTRACT FOR SERVICES THEY ARE MAKING ME PAY FOR BUT NOT PROVIDING!
Regards,
[redacted]

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hello,[redacted] contacted LifeShield several times stating that the permit process is turning into a hassle and he would like to cancel his service because of the level of effort to get a permit for the security system. Unfortunately, LifeShield has no control over municipalities' procedures about...

permits. We understand [redacted] has been waiting for a while to obtain his permit, however, we would like our customer to be confident that this is not an unusual amount of time and effort to get a permit from his specific municipality. On 06/03, the permit spreadsheet was sent to the municipality by LifeShield so the alarm permit application can be mailed to [redacted] and our customer representative left a voice mail regarding this information. On 6/5, we contacted [redacted] False Alarm Reduction Unit (FARU)  to confirm that the spreadsheet was received. We were advised by FARU that the form was sent to the customer for completion on 6/4. One of our customer representatives attempted ro reach out to [redacted] regarding this information, however, a voice mail was left with information pertaining to the permit form. The representative advised as per [redacted] FARU the permit was en route to [redacted] as of 6/4. [redacted] was explained that LifeShield only needs to have the permit number confirmed. The customer representative provided [redacted] with the direct line to contact himself back.Once [redacted] receives his permit number we strongly recommend him to contact LifeShield as soon as possible so he can be live monitored. We understand the process can sometimes take longer than expected and apologize for the inconvenience this might have caused to our customer.Thank you very much.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I called him back and left a message to provide a mailing address for the check. I did not get another follow up call however I received an email that my check had been sent. Because he did not follow up for an address, this check was sent to a place I no longer live. I now need to use another hour of my time and gas to pick up this check from this prior address. I would also like to add this the address that the check was sent to was not even the address where I had their services set up at. This has been one of the most frustrating companies I have ever dealt with in my life. I am not sure why he would proceed to mail a check prior to speaking with me. I have left a second voicemail and have not received follow up again.
Regards,
[redacted]

--------- Forwarded message ----------From: A[redacted], Thomas A <[redacted].com>Date: Wed, Aug 19, 2015 at 10:45 AMSubject: Complaint ID: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Cc: "[redacted]" <[redacted].com>[redacted]...

[redacted] After reviewing your issues, we are honoring your request for cancellation.  There will be no termination fees and we will refund your cost.  One of our specialists will be reaching out to confirm cancellation and provide information for the return of the equipment.  We apologize for the unfortunate experience you have had. RegardsLifeShield Security