Safe Home Security, Inc.

Review: We signed up with this company on Aug. 22, 2012. Around June 2014 it stopped working and we were unable to alarm our home. My husband at first , not tried to replace the batteries with new ones, but that didn't work. He then called the company several times to get someone in to help us, to no avail. At this point I, [redacted], took over. When I called they told me that they couldn't reach us because they had our number as: [redacted], in stead of [redacted], which is only because the person who wrote out our contract made his 4's look like 9's... They even sent us out a 'Central Station Subscriber Verification Form' to get our 'updated phone and address info'. I sent it back the next day 9/26/14 but not one single thing had changed since we signed up. We then sent in a cancellation notice but were denied because the contract is for 3 years, not 2 as we thought. I have called the company on 8/11/14, 9/18/14, 9/24/14, 9/26/14, 10/3/14 and today, 11/4/14. Each time we are greeted by very friendly people who promise to call back and get someone to come out and fix the problem, which they say must be a magnet on our back door. The one time someone did call us back they told us that THEY couldn't even get someone on the phone and that they would call us back. Then never did. I have also paid ahead because they kept saying we weren't paying enough, so now I'm paid ahead until January 2015. They owe us $200.00 AT LEAST and we are trying to get out of our contact.Desired Settlement: We want to get out of the rest of our contract and get reimbursed for the amount we have paid ahead, and as far back as June 2014 since we have been unable to even use our system.(9/27/14)

Business

Response:

we performed service on the 20th and did follow up call today to make sure all issues were resolved. contact person is [redacted] at ext [redacted]. credited two months for inconvenience.

Review: I renewed my subscription for security monitoring once the company told me that they would fix the problems that I was having with my security system. I called to cancel services at the end of my last contract (mid June, 2014) because I had started to use a different phone line. The representative that I spoke with ([redacted] I think) informed me that SHS had a wireless system that could be used with my cell phone. He promised me that they would have someone to my home on July 11, 2014 to update the security system. No one showed up on July 11. When I called SHS, I was assured that someone would show up at a later specified date (I think it was July 25). No one showed up. I was given another date in late August in which someone showed up but said that the company had sent the wrong part. He was supposed to have someone contact me and send the correct parts to fix the system. Of course, this never happened either. Since then I have called the company several times asking them to cancel the contract and refund my money. Every representative that I have spoken with has said that only [redacted] can help me and that he would call me within the hour. [redacted] never calls. Each representative has informed me that I have a contract that cannot be cancelled although the company has in no way lived up to their part of the contract. I know that I did not sign a contract that said that I would pay for a service that I have not received. This is a horrible company and I have no desire to deal with them any longer.Desired Settlement: I would like for the company to provide a refund and to cancel the contract because they have not adhered to the terms of the contract.

Business

Response:

We will void the second agreement as soon as equipment is received back. Customer can send back with a receipt and we will refund cost or contact the Mgr [redacted] at ###-###-#### and we will send an call tag to pick the equipment up. We can also fix the system and issue credits for the down time , due to our vender sending out the wrong parts .

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I would like a refund for the month that I was charged and did not have service. I believe that I will be charged again this week. I placed a call to have the equipment picked up but I had to leave a voice mail. I am waiting for a return call.

Sincerely,

Business

Response:

We will issue a two month credit and change agreement as soon as we pick up equipment. Again contact name is [redacted] at ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have made the phone call as requested and I am waiting for a call back.

Sincerely,

Review: A Safe Home sales/installer went door to door in my great grandmother's community. He convinced a 94 year old woman that she needed this system installed. She has paid for this service and has now sold the home and moved to assisted living. I called customer service to have them stop the service and was told we had to pay the remaining $1,300 balance on the contract because this contract goes until 2016. Which means this crook of an installer/sales guy sold a system to a 94 year old woman who would be under contract until she was 99-100 years old!! ELDERLY ABUSE! The customer service rep also informed me that they needed the paperwork on the sale of the house to prove the house was sold. It is NONE OF YOUR [redacted] BUSINESS WHAT THAT HOUSE SOLD FOR, TO WHO, AND ANY OTHER INFO REGARDING THAT SALE!!!!Desired Settlement: This company needs to dissolve the contract they coerced an elderly woman into. She was under the understanding this was a month to month payment...not a contract for years that she more than likely won't be alive to see the end of! AGAIN..ELDERLY ABUSE!!!

Business

Response:

The customer signed a 5 year agreement in 2011. The agreement calls for a 90% buyout upon early cancellation including sale of home. The customer owes $1034.77. We offer the ability for a homeowner to move a system to a new home prior to sale.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The home has been sold and is now occupied by a new owner. Mrs. [redacted] now resides at an assisted living facility of which she has no use for a home alarm system. Safe home has been faxed a letter from the assisted living home to prove that she is a resident as they requested. Still Safe Home refuses to acknowledge that they scammed an elderly woman into a contract that they knew she would be 99 years old by the time the contract expired.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Of course Safe Home doesn't discriminate against age! They make money scamming the elderly!

Sincerely,

Business

Response:

Please see previous responses. There will be nothing further from us.

Review: I signed up for a 5 year contract in May 2010 with Safe Home Security. They came door to door in my neighborhood. At first we used it but then after a short period of time we stopped using it and couldn't get out of the contract which was fine. We waited until a few months before the contract was up, I believe in February or March and called to let them know we would be canceling our contract. They tried to convince us to keep them but let us know we would need to send a letter to cancel, which we did. On April 13, 2015 we received a letter from Safe Home stating "This letter is to inform you that we have received your correspondence regarding the cancellation of your account" and also encouraged us to call again which we were not interested in doing. On June 5, 2015 I checked my bank account which was set up for automatic payments from Safe Home and I see they made an unauthorized charge on our account since May 5, 2015 is when our contract ended. My wife called out bank and put a stop payment on the charge. I called Safe Home and let them know that we did this since our account had been cancelled. On July 6, 2015 we received a letter from Safe Home stating "during the process of this months payment, it was brought to our attention that we were unable to draft from your account for the following reason: Not Authorized. We are sending you this notification in hopes you will re-enroll in a timely matter. If there is no response, you will automatically be billed on a quarterly basis. Your first bill will include the payment missed, a $20 return processing fee, the next 3 months, plus a $3 processing fee." I again had to call them. The first person I spoke to, [redacted], said she can see that an account closure letter was sent to us and she would transfer me to the cancellation department. To my surprise, I was sent to the Resolution Department. Sal was who I spoke to this time and he said he would send the paperwork to the cancellation department and hung up on me. This is how my situation is left with Safe Home. Reading other reviews of this company, I am confident that this problem has not been resolved and I would like to report this company for poor customer service and unwillingness to close a customers account. I have seen nothing but horrible reviews and nightmare experiences with customers of theirs.Desired Settlement: Cancel my service with written letter confirming it has been cancelled. No more unauthorized charges to my bank account. I do not want any letters months down the road saying that I haven't paid and especially do not want any report from a collections agency as I have seen from other customer reviews. After that I want no further contact from this company.

Business

Response:

The account has been canceled, per the customers request, with a zero balance. Please let this be the confirmation in writing, requested

Review: I have been with Safe Home Security since December 2010 and have been paying $42.95 a month for almost four years and feel betrayed. I called Safe Home Security and my account manager is [redacted], who is very unresponsiveness. I called back in October 2013 to find out when my contract was up for renewal and as you can imagine I could not get a hold of anyone. Finally, I got in touch with [redacted] and she wrote up another contract for $29.99 a month for 5 years but I had asked for 3 years. I ended up getting an updated contract for 3 years stating "This agreement is entered into the 8 day of 1 2014". I was supposed to get two months free. On 2/5/14: SHS took $180.95 out of my checkings account. On 2/12, I contacted [redacted] and she informed me that a credit was to be issued and I should receive the check within 3-5 business days. It is now, 3/11/14 and I have not received anything. I have been contacting SHS for the last 3 weeks and have been getting a run around. My last call was this afternoon and I spoke to [redacted]. She informed me that a credit was issued in the amount of $126.85 but this is not the correct amount. I received overdraft fees from my bank that I should not be responsbile for. She also told me that they have not received the updated contract that was signed in January 2014. SHS also sent me another bill in the amount of $131.85 that I have been questioning. I have not received a straight response and no one has called me back. I am cancelling my service and will also let my family know to cancel service because it does not seem like a legimentent place of business. I left another message to [redacted] who has promised to call me back today to settle this issue so I can go to another provider. This entire process has been unacceptable. SHS unwillingly took money out of my checking account and it's been over a month and I still have not received my money back. I stopped them from going into my checking account. I need a resolution asap.Desired Settlement: I want my $180.95 refunded to me via check as well as the over draft fee that I occurred in the amount of $34.00 totaling a refund check for $214.95. I have paid over $1,000 on the equipment alone and want my service cancelled asap without any penalty. The bill I received for the amount of $131.85 should be dismissed because I was not supposed to be billed. I want to end my service today, 3/11/14 and do not want to recieve anymore service from SHS.

Business

Response:

A refund check was cut and mailed to the customer last month. When Ms[redacted] called back in and spoke to [redacted], we put a stop payment on the first check and issued a second check. Unfortunately we could not mail the new check until the stop payment cleared from our bank. A second refund check was cut this week and is being mailed to the client. The client can expect a refund within 5 business days.

Review: I called Safe Home Security @ [redacted] the day before Thanksgiving on 2013 to relocate my system from my old address ([redacted]) to my new address ([redacted]). It took them until January to send out the technician. And the tech couldn't finish the job. The 2nd tech came at the end of January after I called the customer service numerous times. The installation was still not done. Now it is mid March and I cannot get anybody at Safe Home Security to return my call and finish the installation while they keep charging me $36 per month.Desired Settlement: Given the poor customer service and nearly 4 months of non-performance on the contract, I'd like to get refund for Dec - March (or until whenever the issued is resolved) and have my contracted voided effective immediately.

Business

Response:

We are servicing them today, and applied a four month credit to the account.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I submitted my request to move the system the day before Thanksgiving (Nov 2013). The system was not moved properly until yesterday (March 18, 2014). In between, Safe Home Security collected FOUR $35.99 payments from me without delivering services. I have at least 27 emails, and numerous phone messages between me and the customer service representatives during the time. The credit of only 1 month is absolutely NOT acceptable. Safe Home Security did not perform for FOUR months and I request credit for those FOUR months they failed to perform.

Sincerely,

Business

Response:

We repaired the security system, and applied a four month credit to the account, the credit was for 143.96, not 35.99.

Review: While serving on Active Duty during a tour in Afghanistan, my family was living in [redacted], GA. We owned the home at [redacted], that was taken over by a squatter when the tenants moved due to my getting ready to retire from 24 years of service. Upon my return home from Afghanistan my wife and I decided to visit the home in Miami in December of 2013 and start getting the utilities and water turned on for my return to Miami on 31 March 2014. What we discovered was that someone had moved into the vacant house since July 2013 and were still living there, to make a long story short after police intervention and contacting lawyers the squatter vacated the home and we started the fixing process to repair the damages and work with the bank for a loan modification. Once we moved back into the house my wife was afraid that the squatter may return to vandalize the house or even steal from us, so she received a phone call from an alarm company and started the process to make our home safer. We have the alarm installed and I was the one who signed the paperwork but my wife was the one who was present when the alarm was being installed and I briefly met the technician when I arrived home from work so he could have me sign the paperwork, I know now why it was important that I sign since I was the one with the income in the house. I unknowingly signed a 5 year contract since I wasn't paying attention listening to the technician distract me while he was pointing out to where I needed to sign, which was a very good technique to rope vulnerable clients into what seems to be an irrevocable contract according the management personnel I had the pleasure of speaking with on the telephone. Lets fast forward two months and loan modification that was not approved, I was informed by my lawyer that my house was foreclosed due to the lender not wanting to work with me, I immediately contacted Safe Home Security to inform them the house was foreclosed and I had to vacate before 30 June 2015 so they could come and remove their equipment and release me of the contract. They did not want to hear about a release nor did they even try to work with me, they responded with a generic letter missing the second page informing me they will work with me to ensure my property was safe from vandalism or damage. Did they miss the part of I lost my house and needed to vacate so having an alarm to protect my valuables and property was not necessary. I was told I signed a 5 year contract and was not able to cancel unless I paid a whopping $3,500 early cancellation fee for the equipment that was installed, did the forget the fact that I contacted them via email and on the telephone to inform them I was to vacate the home and to come remove their equipment. Now here we are eight months later and I decided to contact them one more time to see if after paying for a service I am not receiving due to a signed piece of paper they would work with me to relieve me of the contract, I was informed that they can't take back the equipment it is used, they can't release me from the contract because the equipment is very expensive. I informed the manager that the only equipment the technician installed was the panel to enter the code because he used the existing alarms wiring and power. He installed some very inexpensive wireless contacts on I believe five windows and doors and called it a day, I would say he spent a total of one hour tops installing this so called expensive system. I just want to inform the Revdex.com of my frustrations with this company, their lack of willingness to work with their clients, not even on a case by case basis, even after I lost the house. The payment is automatically deducted from my credit card account and they refuse to lower the payment or take the $480.00 I have already paid them for a vacant house with an alarm system that is not even active. Please help in resolving this issue, or clearly advertise the unwillingness of this company to work with clients to resolve issues like these. I am sure I am not the only client suffering from this companies manipulative way of ensuring they stay in business. In 24 years of service I have never dealt with a company so adamant about collecting monies due to a signed contract and not for providing a service for which they advertise and sell to the public. The house with the alarm system installed that is now vacant and foreclosed but I am still paying $60.00 a month for an alarm system due to signing a contract is still haunting me till this day, please help in any way you can and advise me to see what I can do to alleviate me of this costly mistake.Desired Settlement: They can keep the monies I have already paid for the service which I have not received. Please cancel the contract, I have never done business with a company that can actually get away with something like this without suffering any legal repercussions.

Business

Response:

While we feel for the customers loss this is a contractual obligation. We pay upfront for our customer contracts and need to retain 90% of the original obligation. The client signed 2 different documents both stating 60 months so it is unfortunate that he did not understand that term. We could move the system if teh client has another location he could use it in, otherwise early cancellation is outlines under section 4 of the attached contract.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

My issue with this company is that I informed them immediately after I received notice that I lost my house to foreclosure, this means I can’t buy another house and I have to rent, which is not easy given the circumstances. I notified them with enough time to come to the house and remove their equipment, which consisted of the touch pad and 5 or 6 wireless window/door sensors. That is the extent of the installation provided by this company. The technician used all the wiring and power from the existing security system, all he added was the wireless window/door sensors. I know for a fact, that the items installed are only worth a maximum of $100.00 tops.

Review: Our Alarm system has been broken for 1 month and half. We have called at least 3 times and talk to the different people. Each time they promised me to send somebody to come to our house to fix the alarm system but nobody called to make an appointment and never came to fix our alarm system.They have been taking our money every month also and told us that our contract is until June. So we asked them to send the copy of the contract paper but they have never sent it.When we sign up for the First Line Alarm Service, they were very helpful then this company went out of business. One time, we had to call the first line security company and the telephone number has changed and I found out that the company has changed to Safe Home Security.ever since then, we have not had good services.

Desired Settlement: DesiredSettlementID: Refund

I would like at least get refund for one month. And I would like to cancel the service. I am planning to get another alarm service so I want somebody to come to my house and take down all the equipment.

Business

Response:

Business Response /* (1000, 5, 2013/03/22) */

Safe Home Security has provided Maintenance/Service on 3-18-13 for the client to rectify any issues with their security system, and also were issued a one month and trip charge credit to their current account at Safe Home Security to settle the matter in question.

Review: For being an Alarm company, I was alarmed to notice that they didn't respond to my repeated phone calls. After a month I called my credit card company to stop payment. Then they called me. The contract I signed was for two years. They are trying to force me to pay for three years. This business shouldn't be allowed to practice. It seems bogus to me when they do not respond to several phone calls. As a result, when I tried to cancel, they are trying to penalize me. They are now adding additional $10 on unpaid balances. Will start on-line campaign to see how many people are in my predicament and see if I could get a class action suit, but I want to make sure Revdex.com is aware of it.I will also file a formal complaint with the State of California consumer protection agency.Desired Settlement: Need to stop the service and stop their effort to collect on bogus charges. I have sent registered mail to the company. I have left several messages before I contact my credit card company to stop payment. This is a vulture practice and needs to be stopped for the good of innocent consumers.

Business

Response:

The customer has claimed that the agreement that they signed is for 2 years. Unfortunately, that is not the case. The customer signed a 36 month agreement in May of 2012, meaning they are still in agreement until May 18th, 2015. Because of this, the service will not be shut off, and the payments that the customer is claiming are "bogus" are, in fact, due payments. I have attempted to contact the customer via phone call to hopefully resolve the original issue that caused the request for cancellation, as well as to help them understand what their contractual obligations are. I will be willing to waive any late and financing charges the customer has accrued. In addition, I will waive the month in which the customer claims they received no response to their phone calls.

Review: They sent me a replacement battery of my system and I was told there would be no charge for the new battery. They ended up charging for the battery and when I called they said they would refund my money. I was told it was processed on June 9th and that I would receive it 2-3 days. That didn't happen so I called back and was told it took 3-5 days. This did not happen either and when I called today it had not even been processed. Supposedly they processed it today but time will tell if this is true.Desired Settlement: money to be refunded and also a cancellation of my contract with them without any other moneys to be paid. I can not in good conscience continue to do business with a company that can not honor what they said they would do. I do not believe any other consumers should be doing business with them as well.

Business

Response:

Client's refund was issued. Confirmation number is [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because :I do not believe they are trustworthy even though they have made a refund finally after many calls. I was lied to on three other occasions. I do not want to continue to do business with them. I don't want them to receive any more funds from me.

Sincerely,

I have had a great experience with this company. They gave me a quote over the phone (and stuck to that price), and installed it within the week. We have had it for 5 months now. We've set it off accidentally twice (once while letting the dog out before turning off the alarm, right when we first got the system) and once when putting the crockpot away and it clinked loudly and set off the glass breakage alarm, and they called immediately for the password and checked to make sure that everything was alright. I have had no complaints about their service at all.

Review: I had my alarm system provider changed from [redacted] to Safe Home Security on 12/2/2012. On 1/4/2014 my alarm proceeded to go off between midnight and 1am, indicating 2 motion sensors and a door were triggered and the signal failed to send. I disarmed the alarm and searched the house, no evidence as to why the alarm went off. I went back to bed and this scenario repeated itself 2 more times in the next half hour. I called Safe Home Security to figure out how to disarm it until a tech could come out to look at my system. The tech appointment was scheduled for 1/10/2014. They identified that the keypad was linked to the phone line, which is not active. My house phone is run through the [redacted] modem. They said the cell box needed to be replaced since it was the one from when I had [redacted]. They said they would call me within a week to schedule a follow up appointment to schedule the install. I never heard from the company. I called on 3/11/2014 to complain about the lack of customer service and to see if I could cancel my contract. I was reminded the contract is for 60 months and doesn't expire till 2017. If I wanted to cancel I would need to pay 90% of the remaining balance. The rep, [redacted], went into the details of what would need to be installed and that my price would have to increase, since my current agreement doesn't cover the cell box. So that prompted me to ask, if this needs to be installed in order for you to monitor my system, what have I been paying for since 12/2012? [redacted] ran a report to check the weekly signal readings, my system sent a signal on install and 7 days later, this was the last signal they received from my system. [redacted] said he would look into further, I never heard back. I called today and spoke with [redacted] who proceeded to tell me there is no way they can credit my account other than for the time since I logged the issue in January and they are unable to terminate my agreement because he said there is no way for them to know that my system wasn't sending a signal.Desired Settlement: I have paid $29.99 a month since 12/2/2012 which totals $509.83 and I would like Safe Home Security to refund the amount since they did not provide the monitoring service they are required to do in order for our contract to be valid. This point was proven when my alarm went off for almost an hour and I had to call Safe Home Security to log there was an issue. I would also like to terminate the contract based on this breach of contract without paying the 90% of remaining balance.

Business

Response:

Recently, Safe Home Security sent a technician to service the customer's alarm. When we arrived, we concluded the customer's alarm is not communicating. As per the customer's agreement with Safe Home Security, we do ask that customers maintain a working telephone line, and test their alarm once a month. With that said, our goal is to have every customer be able to use their alarm system. We did offer the customer a solution. We offered to install a wireless module that the alarm could use to send signals to the monitoring station. This unit has a retail cost of $199.00 and the cost of the unit is $12.50 per month. We offered to satisfy the client and waive the price of the unit. Going forward, if the client wishes our monitoring station to contact them on trouble alarms, we can most definitely do so.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: At the beginning of 2015 I terminated my land line phone with [redacted] and am not only using my cell phone. I contacted Safe Home Security to try and cancel my service with them because I actually never use it. I had it more for the medical alert service. They said I could not cancel because I had signed a 5 year contract which I have not signed. They said that since I only had a cell phone now that they would send a part to upgrade my service to a cell phone. I did not hear anymore from them until July and they sent out a letter saying they were upgrading their system to wireless and to contact them. I did and the service person said she would have them send the part out and they would send a service man to install it. That never happened. On August 28th the technician called to confirm an appointment and asked it I had received the part. I told him no and he said to contact the SHS again and let them know again that I had not received the part. I called them and left a message. I never heard back. I called again about a month ago and left another message and told them that I would be contacting the Revdex.com if I didn't hear from them. I never heard back. so since Feb. I have been paying the company for a service I had not been able to use. I am a widow and live by myself so it is important to at least have the medical part of their service. So if you can help me with this issue I would be very happy. I actually would like to discontinue this service altogether and just go to a medical alert system by someone else. Thank you so muchDesired Settlement: I would actually like to discontinue their services all together and maybe just go to a medical alert system with someone else, and if possible to get a refund on the months I had paid and have not been covered by them.

Business

Response:

Part was sent out and service was completed 11-17-15. Cost of part was covered and three months were credited. Any issue in the future, please contact Chris H[redacted] at ###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hi this is [redacted] I didn't get back to you because it has not been resolved. they came out to install the part that was sent to me but it was the wrong part. I am now waiting for them to send the right one to me. But it has been two weeks and I have not heard anything from them.thank you for your help with this. sincerely yours,[redacted]

Sincerely,

Business

Response:

The wrong part was sent to the customer and had to be re ordered. The part was shipped out and we are setting up the service with the local tech and customer. Any questions please contact Chris H[redacted] at ###-###-####.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am not sure if I accept the response because it has not been resolved yet. Chris did call yesterday and said that he would be getting in touch with the tech but I told him that if these were not the right parts this time and working soon that I wanted to just cancel all of their service and return all of their equipment. So I guess at this point we will just have to wait and see what the tech says when he comes. thank you so much for getting in touch with them once again on my part, because they promised they would call me back on Thursday or Friday and no one called until yesterday. I really appreciate your help. I will certainly let you know if it is all resolved or not.

Sincerely,

Review: On September 29, 2015, I signed a renewal contract with Safe Home Security (Safeguard America). The contract was for 36 months at $19.99/month, and included 3 months of no charge monitoring. Safe Home Security is refusing to honor the contract, and has so far charged me a monitoring fee for the months of October and November 2015.

The decision to renew with Safe Home Security was contingent upon a technician coming to my home to perform repairs and services to my home security system. Twice previously I had agreed to a quid pro quo deal with Safe Home to sign a renewal contract in exchange for the agreed services, and both previous times, Safe Home Security canceled the agreement and did not send out a technician.

I eventually agreed to sign a new deal, but stated that I would do so only after the technician completed the agreed upon repairs. On September 29, 2015, a technician did come to my home and completed the repairs and services. Once I was satisfied that the services were completed, I signed the renewal contract.

The representative I spoke with at Safe Home informed me that they are not going to honor our signed contract with the 3-month no charge monitoring, because the account manager I was working with is no longer employed with the company.Desired Settlement: I would like Safe Home Security to honor the contract signed on September 29, 2015 and reimburse me for the 3 months of monitoring that should have been at no charge per our contract.

Business

Response:

We have applied the credit of three months to the account, and Mr. [redacted] is aware.

Review: I contracted with safe home security 5 years ago for security system & monitoring. During this time, Safe Home serviced the system since "it" could not monitor the back door. The system indicated the back door was open when it was closed. Sometimes in the a.m. "it" would indicate the back door was closed, but in the p.m., indicate it was open. I would need to take time off from work & pay for service. The system was unreliable, could not be activated (at the risk of erroneous calls to the police dept); and I gave up. Safe Home has received $1300+ for monitoring fees for which I received no benefit, but I have a contract & they have lawyers.I wrote on Sept 12 to cancel the contract. This was apparently 14 days late; the contract says 60 days before the end of the contract. I was contacted; the 2nd time by Mr [redacted] and he indicated the monitoring would end as of Oct 28th. I have received a bill with a late fee & request to validate contact numbers. I called today & spoke with [redacted] who told me I wrote too late. She suggested sending the amount due (now $104.24) and MAYBE they can terminate (really, $1300+ isn't enough for doing nothing). She doesn't know if they can. (Of course they can--if someone moves, they can terminate). Given the experience, unreliability and total failure of the system, this contract should be terminated.Desired Settlement: Cancelation of contract and monitoring services

Business

Response:

After missing each other for the past week, I spoke to [redacted] today. I reviewed her concerns and explained we could have handled the situation better and offered to replace her system with a new free at no cost to her. Also add smoke and fire at no additional cost, and if she did not want to re sign we could go month to month. She stated she would prefer to cancel account,So I cancelled and credited out the balance. I gave her my name and extension , in case she wanted to change her mind.

Review: Removed phone land line, requested install of wireless communicator for intrusion alarm in late August, 2015. Technician arrived in late September, could not repair. Second technician arrived mid October, could not repair. No return calls, cannot speak to same person twice, upline will not get involved. They are a disgrace to the entire alarm industry. I will tell everyone I know to never do business with them at any price. I am cancelling my service, if/when they call me back.

My desired outcome is to remove equipment and to never hear from them again. The net is full of these stories; I am now one of them. I do not want any imaginary bills either.Desired Settlement: Finish the job as contracted then remove equipment and cancel my account.

Business

Response:

We got in contact with the customer and there was some miscommunication on how the alarm works. The technician went out and installed the wireless service October 20, 2015 and the alarm has been working ever since. However the alarm system still announced an old trouble status that should have been deleted. We have since instructed the customer on how to delete the old status. Also the customer’s alarm system sends weekly check-ins informing if everything is working properly. The customer now has the information to log-in and view his test history and confirm and arm his alarm system remotely using any internet connected device. We also credited him 4 months service for the inconvenience and turnaround time to get the wireless service installed. Going forward if the customer has any questions or concerns he can contact Chris H[redacted] ###-###-#### or via email [redacted]

Christopher H[redacted]

Customer Service Manager

Safe Home Security

###-###-####

mailto:[redacted]

Review: I am moving out of state and will not have my own place for an indeterminate amount of time. I called Safe Home Security to terminate my service because I will not be able to use it. I was informed that I would have to pay $1,295.73 to do so because I am not at the end of the contract. I get the contract but this happens to be an extenuating circumstance and yet they still will not let me out. The attitude I got from the customer service rep was "too bad so sad pay up"This is very poor business practice and since I will not be able to use the service they absolutely should let me out of this contract.Desired Settlement: I would like for them to terminate my contract with no penalty.

Business

Response:

We are currently in contact with the client and trying to work on a resolution. As of right now the agreement still stands there is a 90% payoff amount that is needed to close the account out early. This will satisfy her agreement and close the account out.

I am awaiting her response so we can figure out the best way to create a win-win situation.

Review: My husband and I signed a 5 year contract with Safe Home Security on 9/15/2010. In late June 2015, I made a phone call to Safe Home to update my credit card information. I was transferred to a representative who told me I could update my credit card information and receive new some new equipment with a renewal of my contract, my husband and I decided to go ahead with the renewal.

Days later on 7/1/15, after 2 additional phone calls, I received the first email confirming the new contract. I responded on 7/1/15 asking a question about the quoted price and a clarification on the new equipment I would be receiving.

On 7/10/15, after more phone calls from my husband trying to obtain our new contract and set up the install, we received another email saying his computer was freezing. I confirmed also on 7/10/15 that I had not received the contact and to ask when the install had been set up.

On 7/13/15 I received another email asking us to give him a call and that our service had been set up tentatively for 7/17/15, which was a Friday. We asked for install on a Monday, Tuesday, or Wednesday.

We received the first email with our new contract on 7/16/15. I replied on the same day trying to confirm the terminology of the equipment, which was written differently again from the above email, with the equipment we would be having installed.

I received another email on 7/18/15 with the vague answer to my question. At this time while reviewing the contract again, I noticed my home address was incorrect.

On 7/21/15 my husband again called Safe Home Security to confirm the change in address since we had not heard back and to confirm install as they had not shown up or called on 7/17/15. He was told by the representative that we continue to ask the same questions repeatedly and that we needed to cancel our contract within 60 days, or 7/15/15, and now we were locked into another year. When my husband asked to speak to his boss to discuss the service we had been getting, and that we have been trying to renew for 21 days, he was told the representative did not have a boss.

At this time he was told to send in a cancellation email, which he did send on 7/21/15. However it would not matter.

I called again on 7/21/15 and spoke with the representative’s manager. He told me after a long conversation that I would have to wait three days after the cancellation request and he would be able to follow proper procedure to seek an override to my contract due to the situation with the service representative, and he or someone from his floor would be calling me back in three days.

I called on 7/28/15 to see the progress of my account. I was told by a senior account executive that my account was successfully cancelled and that I did not owe them any more money. I asked for an email to confirm this was sent the following,

"This is (name removed) from safe, you’re all set"

On 8/28/15 I received a bill for past due service.

I called on 8/28/15 and was told by a billing service representative that my account was never cancelled.

After multiple additional phone calls all on 8/28/15 I was finally sent to another senior account executive and was told I would be held to my contract and that both the previous senior account executives were incorrect in telling me on 7/21 that they could put in an override and on 7/28 that my account was successfully cancelled and paid in full.Desired Settlement: I would like to be released from my contract and have all fees and fines removed as I was told had already been done on 7/28/15.

Business

Response:

This account has been closed without penalty per the customer's request.

Consumer

Response:

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,

Review: In August 2011 a door-to-door salesman representing Safeguard America came to my 91-year-old mother, [redacted], house at [redacted], Ohio and convinced her to purchase a security alarm system. She was living with my TV-addicted brother. She signed the contract. [redacted] was their subcontractor for installing the security equipment. Shortly afterward my brother had the line disconnected to accommodate a TV service. Due to her failing health she had to move. In order to provide security we re-contacted the security company, and they sent out a new subcontractor that went by the name of [redacted]. Their technician said much of the equipment, such as motion detector and super-switches had never been installed. I called [redacted], and informed him about the situation. At that time he said there were problems with [redacted], and that when the house was sold the contract would be terminated without penalty. The house was sold December 6. When I advised [redacted] of this he said that there was a $242 charge for ending the contract prematurely. He denied saying that there were problems with [redacted], and that he agreed to wave charges. After I paid the penalty I realize I should have contacted you first; I find this company unethical.Desired Settlement: I would like a letter from Safe Home Security stating that there are no more contractual obligations between them and my 93-year-old mother. And I would like the $242 returned.

Business

Response:

The account for [redacted] has been paid in full and closed per the terms of the agreement. A refund will not be issued and Ms. [redacted] account is canceled.

Review: According to an employee at SHS, the company is barred from entering the state of Arkansas. I have requested service for a seurity system in my home which was installed in 2011. Motion detector went bad and was disconnected by the company. The general system went bad in July 2013 and they could come in to my home to repair it. A technician sent me batteries on two different occasions for me to try to install while he walked me through the process. The batteries did not do the trick. As the consumer, why should I have to try to figure out and do the work to it it operable when I am paying for the company's service. I explained this to Customer Care Dept and requested to have the contract canceled. I was informed that the company is in the business of making money not losing it and that I must keep the contract until it expires in 2016. Why am I bound to honor a contract when the company is not allowed in Arkansas to service its product? Because I could not get service from the company I have replaced my security system with one located in Arkansas and throughout the US. Now I have one system but a monthly bill from two companies. If indeed there is a contract in existence until 2016, it was signed by my deceased spouse who passed in April 2013. Am I bound to uphold a contract for which I cannot get service. I, too, am not in the business of losing money.Desired Settlement: To be released from a contract for which I no longer have service from the company.

Business

Response:

I have read the complaint and see customer was asking a few times for service. Parts were shipped out free of charge and per customer request we would fix over the phone. It look like the customer was calling the local office and then our Corp office. Our license holder in the state has left us and we are in the process of receiving our own any day. We are allowed to use local licensed techs in this area, and can set up service with in a week. Looking at the signals, the system was powered down and is not communicating with us. We would be more then willing to service and we will void the second agreement signed by [redacted], which she signed on 6-15-13 for three years. We will hold Mr's [redacted] to the original on which expires on 7-20-16. We would also consider a 90% buyout due to the passing of her husband. My name is [redacted] Corp Consumer Affairs Director. My number is [redacted]