Safe Home Security, Inc.

Review: My problems with Safe Home Security began on or about Nov 20, 2014. I spoke with Mr. [redacted] about the possibility of upgrading my 13 year old alarm system. We had several discussions and he offered me a number of options. As time went on we were unable to agree on price for the features being offered. This led me to the decision to cancel my account in early December 2014. Some of the money I had put forward via credit card was credited back to me. I received a credit of $789.00 on December 6, 2014.

Mr. [redacted] told me that to make my cancellation final, I had to submit my cancellation request in writing. I did this in a letter dfated December 12, 2014, faxed to Safe Home Security. I received a confirmation of cancellation letter from Safe Home Security datesd December 15, 2014.

According to Safe Home Security, this was end of our association. The problem is, that it is not the end. I had been paying my Monitoring and Warranty services annually. My payment of $318.41 for Monitoring was paid on May 24, 2014 for the period of June 1, 2014 to June 1, 2015. My payment of $211.59 for Warranty services was paid on July 23, 2014 for the period of August 1, 2014 to August 1, 2015. Since my association with Safe Home Security was terminated in December 2014, I have a refund due to me for time extending into 2015.

My calculation is that I am due a refund of $132.67 for Monitoring services from January to May 2015, and a refund of $123.43 for Warranty services from January to July 2015.

In my last contact with Mr. [redacted] on January 20, 2015 he claimed that my account was paid to December 5, 2014 and therefore no refund was due. This is not true. I have in my possession copies of bills issued by Safe Home Security and paid by me. I am due a refund of $256.10. That is all I am asking.. I have sent copies of these paid bills to Safe Home SEcurity. I have heard nothing back from them.Desired Settlement: I require a refund of $256.10 for payments made that extend beyond my account ternination date.

Business

Response:

The company has closed the account. The companpy has issued a refund in the requested amount as well.

Review: We are a military familiy that moved to Connecticut in March 2011. Upon buying our house in [redacted], my wife decided she wanted the alarm system activated so she eventually went with Safe Home Security. They upgraded the installed system and connected us to a cell phone monitoring service for $42.48 each month. In February 2013, the system started to arbitraily drop sensors off-line. As it was about a year later and not having the extra $10 per month warranty, I contacted them to see what was going on. In the mean time, I had to unplug the system and disconnect the battery to get it to stop beeping constantly. While trying to coordinate a technician and not being able to get time off of work, I eventually forgot about them. I contacted them again in October-November 2013 to cancel the service and they told me I was in a 5 year contract with them. My reply was that they have been collecting payments on a system that they have not been monitoring and they stated the cell phone receiver was working fine. GREAT, but the actual alarm has not been plugged in for 10 months so you (the company) has not been monitoring squat. They sent a technician who came out and said that my system needed a repeater installed because the senors that were dropping off-line were too far away. WHY DID THE SENSORS WORK FOR A YEAR AND A HALF THEN? Now they want me to buy extra equipment and have it installed at roughly $280. On December 24th, I disconnected the cell phone device as well and have not heard anything from them. Guess what, they still took the January payment! I just want out of this contract without further penalty and hope that they do not continue to do this to others.Desired Settlement: Primary settlement:I want out of this contract without penalty.Desired additional actions:If they offer a refund, sure I would like that.I want others to not have issues with this company.I would like the company to actually provide the services and valid monitoring they state they provide.

Business

Response:

We spoke to Mrs. [redacted] today, and we are going to repair the system at no charge, and add a repeater to prevent this from happening again, and crediting there down time.

Review: see Attached documentDesired Settlement: see Attached document

Business

Response:

Spoke with customer and was not happy with our customer service. Want system fixed and does not want to pay for broken system,. I gave my name and ext and explained I would get system fixed and credit the time down.

Review: my contract had reached term...........before I would renew I needed to have my system repaired........after 7 or 8 phone calls with empty promises it was inferred to me that if I signed a new 3 year agreement I would get the parts and service I was paying for. even though my contract term had passed I was paying month to month until my problems were resolved......they were still charging my [redacted] card............as a result of this company's terrible service I cancelled my service.......they are still charging my card even though I now have [redacted] as my service provider..........shs says I must pay them through June.Desired Settlement: refund last payment.........termination of agreement............no further charges

Business

Response:

Customer called in to see when agreement ends and was told 6-21-15 and we offered a renewal with free equipment. He then called in on a taped line to explain service issues, yet no service tickets were made due to he never requested and we called due to signal from central stations showed low battery. Term were explained and he has three more payments and his account will be closed. Any questions feel free to call [redacted] at [redacted]

Review: I am filing this complaint on behalf of the estate of my mother, [redacted], who passed away July 16, 2014. In February 2014, my mother renewed her contract with Safe Home Alarm for three years. I was unaware of this and am surprised that she did so. Previously, she had a three-year contract which stated that it would renew for 12 months annually. So why did she sign a new contract for three years during a service visit? After my Mom's death, I made payments on the system until her home was sold in May 2015. When I attempted to terminate the contract, a Safe Home representative stated that the estate is responsible for paying for 90 percent of the contract, through Feb. 2017.Desired Settlement: I would like Safe Home to terminate the contract, immediately with no additional payments required. I am willing to pay an outstanding balance of approximately $300, minus any late fees imposed on the account.

Business

Response:

We are willing to accept $300 to settle. Please contact [redacted] ext [redacted] to make payment.

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, pending estate action.

However, I cannot make immediate payment. My mother's estate has not settled and there are no funds currently available to make payment by check, credit card or debit. The attorney handling this matter is on vacation until next week. When she returns I will attempt to get a better handle on when funds may be available for disbursement. This is the best that I can do at this time.

Sincerely,

Review: Safe Guard American sent me a bill to my address charging me $1306.08 for an alarm system that was installed in one of my rental home by my tenants but I never gave authorization or signed any contract with the company. The tenant falsified by signature and I tried talking to a member from the company to deal with this issue but insisted that he was the one that signed the contract and has to pay. I can prove that the signature on the contract is not mine and it was forged. From what I am aware before someone signs a contract you need legal documentation of whom the person is and this is not fair that I am being charged for a service that I never knew about or requested in the first place. I am very upset and I want to dispute this claim and a written apology letter from the company.Desired Settlement: Dismiss the contract and a written apology letter. To have my name off the contract that I never signed and charges voided.

Business

Response:

THE LANDLORD MADE THE COMPA,INT UNDER HIS PERSONAL INFORMATION. WE NEED THE NAME THE ACCOUNT WAS UNDER OR THE ACCOUNT NUMBER TO REVIEW THE ACCOUNT

Business

Response:

THE ACCOUNT HAS BEEN CANCELED WITH NO PAST DUE BALANCE OWED

Review: SHS was contracted by me to provide security monitoring services for an initial period of 5 years with 1-1 year automatic renewal, any additional renewals would be agreed upon by the parties. After about 9 years I contacted them after a billing issue (the last payment I made to them) and asked them to cancel the service since I did not need it anymore. They refused to do so and continued to bill me and call me numerous times. At the time the employee there [redacted] (no longer and employee from what I was told) told me that she would discuss this with management but to send a cancellation letter via fax which I did. This did nothing and they continued to bill me and call me. I talked to a new person within the last few months named [redacted]. I explained to him that I did not have a contract with them, that I had sent the memo the requested and that they were trying to collect on a service that was cancelled. [redacted] told me he would discuss it with management and get back to me since he understood what I was saying about the 5 years with 1-1year auto renewal. I have not heard back from [redacted], I have left him messages and they are now sending letters threatening to send my account to collections. They are non responsive and are trying to bully me into paying for services not rendered by threatening to send my account to collections. They are still billing me and not providing any services, my fire alarm went off recently and they did not call or call the fire department.Desired Settlement: I want all charges cleared from my account and my account cancelled. I told [redacted] a long time ago I would pay them for the quarter that was not paid for due to my credit card changing and that after that I did not want the service. At best I owe them one quarter of the fees.

Business

Response:

The account was closed a month prior to receiving this Revdex.com complaint.

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.

Apparently they cancelled my account and zeroed out the balance but had not let me know about it prior to me submitting my complaint.Since the time of my complaint [redacted] confirmed to me (today at 3:08 pm) that my account is at $0.00 and has been cancelled. Thank you for your assistance.

Sincerely,

I originally subscribed to [redacted] Alarms Service in [redacted] was the company who monitored this system. [redacted] sold my account off to SHS. When I had to service my alarm system; after signing the service tag from the technician, it turns out that it was nothing but an additional three year contract. Not a service receipt or tag! Now I have vacated said premises-no residents or electricity into the property. SHS won't stop service as I requested! They're telling me my contract doesn't expire till April 2016! This company is scamming consumers into these ** contracts under the guise of service contracts presented by theses technicians. Please pull their license and drag them into court!

Review: Yes, my safety and well being are directly affected.Safe Home Security offered to provide physical protection services through a home alarm system for my Mother, sister and nephew in June 2010. My sister set up an automatic payment to this service and the Company installed non-functioning equipment in the house.In February 2013, after many, many attempts to get this matter corrected, I got my sister to get another vendor to perform these protective services. She also terminated the automatic payments to Safe Home Security.Safe Home Security continues to bill this address every month for services they NEVER performed over the course of 20 or so months. Their on-site manager even stopped a repair crew from coming out to fix the system one time.My family has a restraining order against a nephew that lives nearby in Gaston, SC because he has threatened bodily harm against my sister. The police in [redacted] and [redacted] SC are both aware of this restraining order. By not providing the services as they had contracted to do in June 2010, Safe Home Security jeopardized my sister and her son's lives. If they send one more bill or any type of correspondence to my home, I am going to take legal action against them and ask for recovery of the $1,000+ and damages for the mental anguish they've caused my family.Dr. [redacted] A. [redacted]

Product_Or_Service: Home Security Srvices

Desired Settlement: DesiredSettlementID: Refund

I want a complete refund of over $1,000 paid to this Company over a 20+ month period and NO SERVICES were ever provided in kind for our payments. I also want them to stop sending harassing mail to this address or I am going to take legal action against them.Dr. [redacted] A. [redacted]

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

We do not have a customer [redacted] in our customer database, nor a phone number or address that matches in our search. If he can provide an account number or the correct name and or address the account is under, we can then address his complaint.

Consumer Response /* (3000, 7, 2013/07/29) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The vendor is playing stupid and ignorant in responding to this complaint. The address that the security system was never operational in is [redacted] XXXXX. They called my sister, [redacted] directly after I contacted this Company last time (person's name was [redacted] that contacted my sister). My sister consequently had heart distress after this encounter and is in the hospital now. My recommendation is that this Company reimburse her for the charges over the 20 month or so period or we may be looking at a significant legal action caused by the behavior of the employees at this Company.

Consumer Response /* (3000, 9, 2013/07/29) */

I want you to know that this Company contacted my sister, a Senior citizen, after the last time they billed her and she subsequently had cardiac distress. If this progresses into a full-fledged heart attack or death, I will file charges against this Company. Thank you.

All the best,

Dr. [redacted]. A. [redacted]

Business Response /* (4000, 11, 2013/07/31) */

The details are cloudy due to the time that has lapsed. It appears we did attempt to service the system but perhaps not as quickly as the client wanted. We will cancel teh account and release the client. They never paid anywhere close to $1000 and there will be no refunds made.

I have had their service for three and half years. Could not get anyone to come and work on it. Went with another company and now safe home wants me to pay them 539.85 dollars. Do I need a lawyer to handle this?

Review: I sold my home and no longer needed the services of Safe Home Security. I called and asked what I needed to do to cancel the account. I had paid on time for 4 years and 3 months. The told me to send in writing the reason and info of new owner. I did so and continued paying on the account with auto-withdrawal for 2 more months.A Month later I received a call from the monitoring station that my alarm was going off and police were dispatched. I informed them of my move and of my cancellation and was told the service would be shut down. I thought the matter was closed until I received notice of late payment and fees for returned funds. My bank account had been closed due to my move. I tried to talk several times with anybody and was told the matter was in collections and kept getting transferred to voice mail accounts. I finally talked with [redacted] and he was rude and condescending. He explained that he was now in charge and it didn't matter what anyone else had told me and the account was still open and he wanted payments. I declined and quite talking with him. He is now contacting the new home owner and asking for payment or renewal of services. The new home owner is upset and blaming me for safe Home Securities incompetence. I sent a new certified letter cancelling again and now they have put a 30 day past due on my credit report and will not return any of my phone calls.Desired Settlement: I wish the contract cancelled and the credit bureaus notified of resolution.

Business

Response:

The customer has a 5 year contract with a 90% buyout clause in it for early termination of any kind. He owes $201.75 to cancel.

Beware of this company for their unethical business practices. I got stuck with a 36mos. contract, ending this May 2015, which they told me I automatically renewed for another year.
My story started when two of their sales person knocked on my door claiming they were running a special promotion in my area for a limited time. That promotion included free equipment to those who participates in their marketing campaign, which was to place their company logo in front of the house.
After researching this supposedly exclusive promotion, I found most companies offer the equipment and signage (logo) for free. As a new home owner and their aggressive sales tactic, I fell for it. I called to cancel my service after seeing the 36th payment posted on my credit card. However, I was told a written notice must be received 60 days prior to the expiration date or else it automatically renew for 12 months.
How must I give 60 days notice, yet they don't give reminders. I called in November, December, and January to be proactive, but nothing happened at those times because of their delay strategy. Its too soon they said. I'll give you a better deal they said. Give it another month they said. Just call me directly to cancel they said. Then, time passed 60 days and no written letter they said.
Luckily, I did write an email in January, but I got the email address wrong. Hopefully, it's good enough. The person I spoke to at the cancellation number had no sympathy. Rather than handling account closures, he kept on pushing for a deal to make a sale. No respect!
Please help me cancel this contract. This contract should not be enforceable due to false claim (Promissory Estoppel).

Review: Refund of check for $29.99.Desired Settlement: Return my check for $29.99.

Business

Response:

The check in the amount of $29.99, was given to the dealer, for the first month of monitoring. The account was canceled within the 3 allotted business days. The check was never received from [redacted], only the cancelllation form. If the check was received by SHS, it would be voided and sent back to the customer. Ms [redacted] either needs to contact whomever the check was made payable and given to, or send us the canceled check, so we can see who cashed it, for reimbursement.

Review: I have a malfunctioning smoke detector that I have been trying to get fixed for three months.

System installed Dec. 2011with a 5 yr. contract (stupid on my part). Detector malfunction Jan. 12, 2013. Payment made by automatic bank withdraw. $40.00 a month payed on time every month. I have contacted S.H.S. numerous times to get the problem fixed, with nothing being done. S.H.S. has contacted me several times to ask how the system is working, I have told them the problem and still nothing is being done to fix the problem. I fell unsafe in my own home due to the fact that the smoke detector dose not work! I also fell that since they get their money by auto bill pay that the malfunctioning detector dosn't matter to them, nether does customer satisfaction.Desired Settlement: I would like to be released from my contract so I can have a new security system with working safety features installed by a more reputable company to protect my family and myself which is what I am paying for in the first place.

Business

Response:

Consumer Response /* (-5, 8, 2013/05/13) */

Consumer indicated they have heard from the company, but the issue has not been resolved. Comments follow below:

Recived a call from a [redacted] asking if he could help resolve the problem. Unfortunitly I missed the call and when I got the voice mail I returned the call twice, but I still have not recived a second call from Mr. [redacted] or anyone else for that matter. So the problem still exists.

Business Response /* (1000, 9, 2013/05/14) */

CALLING CLIENT AGAIN/ LEFT MESSAGE ON HIS VOICEMAIL.

I AM AWAITING THE CLIENTS CALL BACK

Review: Several months ago I attempted to purchase an upgade to my residential alarm system. My alarm was monitored by Safe Home Security for $15 a month. The upgraded alarm required additioinal monitoring fees, which I initially agreed to. There were numerous problems with the equipment, including wrong equipment being mailed, missing equipment, and many others. After several months of failed attempts to get all the equipment I cancelled the order. I had pay the shipping costs to return all of the items. I was originally charged on my bill for the equipment, even though I paid up front with a credit card. After nummerous attempts I was able to get the charge removed from my account, but not before receiving threatening past due letters stating my credit would be affected. I am still receiving statements with the increased monthly service charge, even though the equipment was never installed. I have been dealing with delivery and now billing mistakes for several months now.Desired Settlement: I would like like to cancel my account with Safe Home Security with no further threats of collections and damage to my credit.

Business

Response:

This account was cancelled in September.

Consumer

Response:

I was required to pay $189 to cancel my account. A few days later I received a letter stating that they would not cancel my account because I did not provide 60 days written notice. I will accept this response if my account is truly been cancelled, but at this point I don't really know.

Sincerely,

Review: In May of 2011 I signed a 3 year contract for a home security system and home monitoring. In May of 2014 my contract expired. I contacted SafeHome Security and provided the required 60-day notice of cancellation prior to the end of my contract. I received an email response from SafeHome indicating my term would end and not be renewed. After said end of contract, SafeHome Security processed two debits (one each month) for June and July. On 7/14/14 I contacted [redacted] of SafeHome. He confirmed I was correct and he, "put in a request for a refund". I was advised to wait 30 days then call back. I spoke to [redacted] on 8/19/14 when no check was received. He stated he would 'look into it' and suggested I call him back in a 'couple weeks'. I spoke to [redacted] on 9/23/14 and he informed me the refund 'was not going to be approved'. I asked him to clarify and he replied I was not going to receive a refund.

The monitoring service actually stopped working the first time the battery required replacement (approx. 1 year into 3 year term).Desired Settlement: I just want the money the company, essentially, stole. The loss is approximately $80.00.

Business

Response:

[redacted] agreement was dated to end May 25, 2014 and the last payment to Safe Home Security was in June, 2014. A refund in the amount of $34.99 will be sent to the address of [redacted]

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 will consider the matter closed upon deposit of said refund check. How soon should I expect payment? What is my recourse if the business does not pay?

Sincerely,

Review: I called and e-mailed the company in March 2012. My system wasn't working. Still being charged for system that I don't have.

I talked to Todd [redacted],[redacted] Customer Care,[redacted] and a lot of the employees. System hasn't been working. Promised to repair system, they didn't. Employees promised to return calls or e-mails. Received some back but they did not resolve issue. They didn't have anyone in Michigan to provide services needed. Contract was with [redacted] and [redacted].They took over the company. My home was broken into twice because of no service. Requested refund of money taken out of checking account and cancellation from company. They refuse to give back money or allow me to talk with anyone above [redacted] level. She said she makes all the decisions and the buck stops with her. I had to get a different company to provide service for my home, she stated that I am still under contract with them even though they breached the contract. Desired Settlement: I want a refund from June 2011 up until now, March 2012. 49.99 has been taken out of my account and I'm not receiving any service.

Business

Response:

Business Response /* (1000, 5, 2013/04/15) */

This account is currently in a monitoring agreement lasting until November 7, 2013. Seeing as the customer has decided to go with another company we have agreed to close this account without penalty. This account has been canceled with a zero balance with no refund due.

Review: My husband and I live in a small town, [redacted], population just over 3,000. We have never experienced a home break in. Salesmen continued to knock at our door offering to sell this so call alarm system. My husband, [redacted] and I decided to give the system a trial, in hope of getting rid of the salesmen. We were old we had 30 days, I believe. We never learned to operate the system and notified Safe Home Security to come and retrieve their equipment. Nobody from Safe Home Security never honored our request to come and remove the security from our home. The security system that we never learned to operate. Now we are in hot water with our sons, that we did not heed the warning that we as senior citizens ages, 67 and 73, that salesmen will prey upon us. Now we are getting threatening notices, from [redacted] Torre, and [redacted] at Safe Home Security to pay over $2215.00,on account 194684,for this item Safe Home Security refused to come and remove from our home. We just want to be left alone, and treated fairly. We want Safe Home Security to come and remove their equipment from our home, and not damage our credit by putting the cost of this item that we called them to come and get. Thank You.Desired Settlement: We just want to be left alone, and treated fairly. We want Safe Home Security to come and remove their equipment from our home, and not damage our credit by putting the cost of this item that we called them to come and get. Thank You.

Business

Response:

THE CUSTOMERS SIGNED A 60 MONTH AGREEMENT, AT 49.99 PER MONTH. THEY ALSO GAVE THEIR BANKING INFORMATION, FOR THE MONTHLY FEE TO BE WITHDRAWN EACH MONTH. THE CUSTOMER ALSO TOLD THE COLLECTOR THRY WANTED THE SYSTEM BUT IT WAS NOT AFFORDABLE TO THEM. THEY PAID THE FIRST MONTH, THEN REVOKED THE AUTHORIZATION AT THE BANK, WHICH RESULTED IN A $20.00 BOUNCE FEE. WE WILL ACCEPT $500 AND THE RETURN OF THE EQUIPMENT. uPON RECEIPT, ANY ADVERSE CREDIT REPORTING WILL BE REPAIRED.

Review: Company does not honor government military relocation orders as a reason for close of the contract. Military families have to move quite often. I provided a valid copy of military PCS (change of station) orders and sent email as instructed in advance for 60 day cancellation notice and I received email and phone call from company who's position is that PCS orders are not enough reason. Rude acct rep (claiming to be executive manager) argued with me, stating that since our CT home has not sold they refuse to let us out of the contract until the home is sold. Our home has been on the market since May of 2014. We stayed as long as we could in ** but [redacted] housing offered our house and if we don't take the house they offered we will go on the waiting list again. Now I have to pay for 2 homes- mortgage and rent and I need to secure the home that I am LIVING in. After I was refused cancellation, looking for a compromise I asked if the service could be transferred to our new home, reply was no. The rep then stated that if my active duty husband were going to deployment there would be option. then I told her he was already deployed and has been since August ...then she added well, if a deployed to a combat zone. Well, if military individuals are deployed they aren't going to a 4 star spa- they are going to an area of interest. (unable to divulge location as I am not even privy to the secret location where my husband has been deployed other than west pacific sector for 6 months. With each situation she mentioned regarding active duty, station change, activity, etc we met each of them yet this telephone agent who claimed to be an executive manager STILL would not release us from the contract. Then, to make matters worse, they sent a past due notice statement in the mail which is invalid because my thoughtful husband put that on autopayment a year or so ago. We have fulfilled almost 3 years of the 5 year contract without a failed payment. Bottom line, this very rude rep first verbally admitted that there were options for military familes but each time I met her requirement she just added on another one.Then had the boldness to say after I asked why she keeps adding scenarios as I meet them, "(paraphrased)-well if I just let everyone out of contracts I would be out of business-" I have 4 small children and a husband that is deployed to an active sensitive area. I have to move with my children before our house sells so that 1. I won't be homeless with 4 children while we are stuck on a wait list for housing as houses for large families only come around once or twice a year. 2. Our perm. duty station is over 3,000 miles away and NOT on the US continent and that is where my husband will HAVE to go once his deployment is over. not moving separates our family- Family strength is a bedrock foundation with military- we are what keeps our sailors strong. 3. I am unable to work much when my husband is deployed because we have 4 children. I need to be able to secure my home but with moving and being reduced to one income and being forced to stay in this contract I will not be able to afford securing my new residence where I will be living alone with my 4 children and my personal effects. We won't be able to afford monitoring for fire, theft, etc because I can't afford both premiums. Military families have to struggle enough as it is with reduced sense of security because of missing parents/spouses.Desired Settlement: Since we have

1. Explicit federal government orders to move under circumstances out of our control to a new off continent duty station over 3000 miles away and

2. Our orders state move NOW, not when our house sells

And This company

1. Does not have the ability to extend the service to our new home. and

2. Representative did mention there were options for military families that were not listed in the contract

3. This company has made concessions for extenuating circumstances in the past (re: several of the 800 customer service complaint resolutions listed on Revdex.com website)

I would like for this company to recognize the moral obligation to keeping this country's military heros strong and their families in-tact and as safe as possible while they are away fighting for our safety. I would like for this company to accept my previously provided advance letter requesting cancellation of our contract due to the unforeseen military orders for perm. change of station and release us from the contract with the last date of monitoring service to be November 30, 2014.

Business

Response:

The account will be canceled, per the customers request. Good Luck in the future, and thank you for your service

Consumer

Response:

Review: [redacted]

I am grateful for the offer, and would like to extend my sincere thanks for understanding our situation however I am rejecting this response only because:no details on when the account will be closed were provided. Additionally no information regarding cancellation of contract was provided. Given the circumstances and the noted previous complaints regarding continued charges after account closure, I would like confirmation of cancellation date.

Sincerely,

Business

Response:

The account is cancelled. You have no further obligation to SHS. There is no further information to be given

Review: We are currently in a 60 month contract with Safe Home Security (acct# [redacted]). This contract also includes a parts and labor warranty to maintain the equipment. On June 1, 2015 we were scheduled for a service call (Service Ticket # [redacted]) after learning in late May that the signal from our residence was not reaching Safe Home Security’s monitoring station. When the service tech did not show up, we contacted the customer service department to find out why. At that time we were informed that the service tech for our area had quit and they were in the process of hiring a replacement.

As of today’s date 2/1/16 they still have not been able to hire a replacement and as a result we are still without monitoring service. During the interim period we contacted their customer service department on a regular basis for updates on the status of the open service ticket (log available). Each time the answer was the same: ”we are still looking to hire a service tech”. Up until recently they had not charged us because we were without monitoring protection. This changed on 1/25/16 when we received a bill for 3 months service even though the system has still not been repaired.Desired Settlement: February 1, 2016 marks the eighth month since this issue was brought to their attention. Even though we signed a five year contract with their organization which concludes in September 2019, it appears that they are no longer in a position to fulfill their part of the contract by providing monitoring service. So with no apparent date for resolution, we are forced to demand a cancellation of this contract without any further financial obligation or negative credit impact so that we can find a service provider with tech support in our area.

Business

Response:

[redacted]:

Everything you stated in your complaint is true. Our technician did quit and it has been an issue in finding a new technician in your area. The good news is that we have found a new technician that is in your area and will be able to service your alarm system. I will call you after you respond to me allowing SHS to continue to service your system. I will make it my business to have the technician accommodate you at your convenience. Please let me know what day and time you are available and I will try my best to solidify that date.

I look forward to your response. SHS will credit your account the 3 months you were billed for as your system was not working.

Respectfully,

Todd S[redacted]

Dispatch Manager

Safe Home Security [redacted]

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.