SAFE Security

Initial Business Response /* (1000, 5, 2014/02/21) */
Re: [redacted] (Revdex.com Case# [redacted])
SAFE Customer # [redacted]
To Dispute Resolution:
In regards to customer [redacted], our record indicates the following:
SAFE Security agrees with...

cancelling account number [redacted] effective December 2013.
SAFE Security will reimburse for monthly payments of $43.99 from January 2014 to March 2014. Totaling $131.97.
SAFE Security does not agree with reimbursing from June 2013 to December 2013.
Customer's initial terms of their contract ended in December 2013.
According to SAFE Security's monitoring record, we were receiving alarm signals for this customer's account for the dates the customer had questioned. From June 2013 to December 2013 we identified signals were received and we would have responded if alarm had been activated.
Please feel free to contact us at ([redacted] Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed.

Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.
[redacted]
Customer Care Manager
CC: [redacted]

Initial Business Response /* (1000, 5, 2015/08/12) */
Date: August 10, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security agreement from Pinnacle Security Inc. on 3/8/13.
Contract Terms: 06/2010,...

42 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 15 days prior to end of the contract term.
Per the contract terms, in order to cancel service, the customer must send a written notice of cancellation. Verbal cancellations by phone are not accepted.
Please see attached security agreement Page 1, Paragraph 2 Certain Terms and Conditions, Section 2.3, Sentence 2:
This agreement shall automatically renew for successive 1 year renewal terms unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
SAFE Security is not liable for contacting customers to remind them to send notice of cancellations.
As a courtesy, SAFE Security does attempt to contact customers via collection letters and telephone calls when a customer account is past due. SAFE Security made these attempts, however SAFE Security did not receive a response from the customer.
As of today, SAFE Security does not have a cancellation letter on file from the customer.
The account was cancelled for non-payment and submitted to Hillcrest, Davidson and Associates collection agency for further collection efforts.
To resolve this issue, Hillcrest, Davidson and Associates will need to receive the balance of contract payment in the amount of $601.66. Once the payment is received, the account will be closed.
Until the balance of contract payment is sent to Hillcrest, Davidson and Associates, the customer will be held to the contract terms.
Please be advised that the account will not be removed from the customer's credit report, even after the balance of contract payment is received, as the customer signed a security agreement that she acknowledge the terms and conditions of the security agreement.
Thank you.
[redacted]
Collection Manager
Safe Security
Initial Consumer Rebuttal /* (3000, 7, 2015/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received one single bill or written communication regarding an outstanding balance. Do you have proof of this? Had I received a bill, I would have immediately rectified the miscommunication. I sent written notice as per the terms of the contract, yet they state there's none on file. At this point it's my word against theirs. There was never a message left on my voicemail that indicated I had an outstanding balance due either. It's unacceptable that this company would not send any bills or written communication for an entire year regarding this matter. The collection company stated they sent 1 written response, with no information on it other than to call them. Therefore I had no clue what it was regarding. Even that written communication from the collection agency wasn't until October, several months after the account was supposed to be closed. The fact that there was no official communication regarding this apparent "outstanding bill" is dishonest and fraudulent.
Final Business Response /* (4000, 9, 2015/08/24) */
Date: August 21, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal dated 8/15/15.
SAFE Security made numerous attempts to contact the customer and messages were left at telephone number XXX-XXX-XXXX on the dates of 1/8/14, 1/9/14, 1/15/14, 1/16/14, 1/23/14, 1/24/14, 1/30/14, 4/17/14, 4.23/14 and 4/28/14. This telephone number was provided on the contract agreement.
In addition, collection letters were sent to the address of [redacted], XXXXX on the dates of 12/29/13, 1/8/14, 2/7/14, 3/9/14 and 4/7/14. Customer did not respond to any of the messages left or collection letters. In addition, SAFE Security did not receive return mail on the account.
SAFE Security did their due diligence in trying to reach the customer regarding the balance due prior to sending the account to the collection agency.
SAFE Security stands by its original Revdex.com response sent on August 10, 2015.
SAFE Security acquired the security agreement from Pinnacle Security Inc. on 3/8/13.
Contract Terms: 06/2010, 42 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 15 days prior to end of the contract term.
Per the contract terms, in order to cancel service, the customer must send a written notice of cancellation. Verbal cancellations by phone are not accepted.
Please see attached security agreement Page 1, Paragraph 2 Certain Terms and Conditions, Section 2.3, Sentence 2:
This agreement shall automatically renew for successive 1 year renewal terms unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
SAFE Security is not liable for contacting customers to remind them to send notice of cancellations.
As a courtesy, SAFE Security does attempt to contact customers via collection letters and telephone calls when a customer account is past due. SAFE Security made these attempts, however SAFE Security did not receive a response from the customer.
As of today, SAFE Security does not have a cancellation letter on file from the customer.
The account was cancelled for non-payment and submitted to Hillcrest, Davidson and Associates collection agency for further collection efforts.
To resolve this issue, Hillcrest, Davidson and Associates will need to receive the balance of contract payment in the amount of $601.66. Once the payment is received, the account will be closed.
Until the balance of contract payment is sent to Hillcrest, Davidson and Associates, the customer will be held to the contract terms.
Please be advised that the account will not be removed from the customer's credit report, even after the balance of contract payment is received, as the customer signed a security agreement that she acknowledge the terms and conditions of the security agreement.

Initial Business Response /* (1000, 5, 2015/09/03) */
[redacted]
XXXXX [redacted] Place
[redacted] XXXXX
Re: Account #XXXXXXX
Dear Mr. [redacted]:
I am in receipt of your written complaint and would like to discuss how we can resolve your issue immediately. I have...

carefully reviewed all notations, documentation as well as your contract and the associated contract terms associated to your SAFE account #XXXXXXX. I have also included a copy of your original contract for your review.
Your original contract terms that went into effect as of June 29, 2007 stated an initial term of 3 years with an automatic renewal for successive 1 year terms, unless cancelled in writing no less than 30 days prior to end of the contract term.
The following information was considered in conducting research to ensure SAFE Security is able to resolve your issue; SAFE Security records indicate that we did not receive any notification regarding a move until 7/30/2015. SAFE Security does not have in its possession any supporting documentation indicating the agreement between Pinnacle or Castle Rock with regards to transferring service from the [redacted] XXXXX which is the address that was listed on the original contract.
After careful review of your account and your contract terms, SAFE Security has offered a 6 month credit to the new address along with a contract agreement for 36 months with all the instructions upon reviewing and agreeing to the terms. SAFE Security will not be refunding $1979.56 as your contract terms indicate as of June 29, 2007, an initial term of 3 years with an automatic renewal for successive 1 year terms, unless cancelled in writing no less than 30 days prior to the end of the contract terms, and SAFE Security has not received any documentation until 7/30/2015. Please refer to section 2:3-Price and Payment Terms and section 7-Testing; Use of Equipment. However, SAFE Security has offered to transfer over the new services at no additional cost along with offering a 6 month credit to the new address of XXXXX [redacted], XXXXX.
SAFE Security's goal is to resolve your concern in a timely matter. Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Initial Consumer Rebuttal /* (3000, 7, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand all the details that they have provided, but unfortunately, the contract that you provided is not current. From what it appears, you have a copy of our previous contract with Pinnacle (XXXX), not our current from Castle Rock (XXXX). I understand the terms of the contract regarding automatic renewal, but that does not change the fact that I have been paying Safe for monitoring a property that doesn't have an active system.

The facts:

1) From the contract you provided, you can see that it was charging a Discover card. On the new contract it was changed to our joint American Express. I have credit card statement showing when the charges from Castle Rock started, which supports the fact that the new service was transferred to our current home.
2) I have emails from Castle Rock supporting the new contract, the change of address, etc.
3) If you were actually monitoring the system at Green Oaks, you would know that it is not connected at all, no power, no battery, etc. Wouldn't this cause a system to trigger a call if you were monitoring?
4) When our power goes out we receive emails from Safe, which again supports that their monitoring system was at some point connected to our home system.
There has been a chain of emails with [redacted], all of which where Safe claims zero responsibility to this issues at hand and push them all to us.
Based upon the supporting facts listed above, I feel my case has significant merit and that Safe is liable. This issue is not resolved.

I am willing to discuss compensation terms, but I believe the facts that I have support my claim.
Final Business Response /* (4000, 9, 2015/09/22) */
Re: Account #XXXXXXX
[redacted]
XXXXX [redacted], XXXXX
We are in receipt of the written complaint for Account #XXXXXXX and have responded previously to this customer's complaint and offered a resolution. We have again reviewed all notations, documentation as well as the contract and the associated contract terms associated to SAFE account #XXXXXXX.
The following information was considered in conducting research to ensure SAFE Security is able to resolve the issue; SAFE Security records indicate that we did not receive any notification regarding a move until 7/30/2015. SAFE Security did not receive any notification from the customer in the form of written notification nor telephone notification. SAFE Security does not have in its possession any supporting documentation indicating the agreement between Pinnacle or Castle Rock with regards to transferring service from the [redacted], ** XXXXX which is the address that was listed on the original contract. The current contract reflects an address of [redacted], ** XXXXX, and this is the one SAFE abides by unless the customer notifies us. We did not receive any notification regarding a move until 7/30/2015. Please also reference section 2:3-Price and Payment Terms and section 7-Testing; Use of Equipment.
After careful review of the account and the contract terms, SAFE Security has offered a 6 month credit to the new address along with a contract agreement for 36 months with all the instructions upon reviewing and agreeing to the terms. SAFE Security will not be refunding $1979.56 as the contract terms indicate as of June 29, 2007, an initial term of 3 years with an automatic renewal for successive 1 year terms, unless cancelled in writing no less than 30 days prior to the end of the contract terms, and SAFE Security has not received any documentation until 7/30/2015, and SAFE Security. However, SAFE Security has offered to transfer over the new services at no cost to the customer, along with offering a 6 month credit to the new address of XXXXX Hanover Woods Place, [redacted], **, XXXXX.
SAFE Security's goal is to resolve this concern in a timely matter. Please be advised, SAFE Security has taken action on this complaint and offered a resolution in order to resolve this matter.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Sincerely,
SAFE Security
Final Consumer Response /* (4200, 13, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided sufficient detail to support my claim in multiple aspects. They still have not addressed the comment related to monitoring of my old address and how their system had no idea it wasn't active. Could that not be a potential intruder? They said its my responsibility to check the system every 30 days for functionality. I have been doing that at my current home and it wasn't even being monitored!
They are standing behind a contract that is not current/valid for which I have supporting documentation to prove that. The arguments that they have provided are insufficient compared to my facts. They are only restating contractual terms and have admitted to zero fault in this situation. Their resolution is by no means acceptable. I would like to and will be escalating this issue further.

Initial Business Response /* (1000, 5, 2015/01/16) */
In regards to customer XXXXXXX, our record indicates the following:

* SAFE Security has agreed with the customer's request to cancel their alarm service contract with no remaining balance due.


Please feel...

free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if there are any further questions.





Thank you,

Ed [redacted]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/01/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has agreed to my request to cancel the alarm service with no additional balance due. Thank you, Revdex.com!

Initial Business Response /* (1000, 5, 2015/01/13) */
With regards to account #XXXXXXX


* On December 9th Ms. [redacted] contacted us to inform us that she had been misled by one of our Sales dealers and she had written a check to us and signed a contract. She had made...

an agreement with the dealer not to cash the check right away which he did causing her account to be over drafted twice causing NSF fees to be charged to her account.
* Ms. [redacted] was asked to fax us the documents of the NSF from the Bank.
* We received the fax with the documents on the NSF on January 6th 2015. This was for two NSF and they were in the amount of $34.00 each.
* We submitted a refund in the amount of $112.99 this is for one month of payment in the amount of $44.99 plus the two NSF fees $34.00 each. Making the total refund that Ms. [redacted] should expect to receive in the amount of $112.99.
* We submitted the cancellation of her account on December 29th 2014.
* This should take care of ending the contract that Ms. [redacted] had with us and the refund on the monies owed to her.

Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed.

Thank you,

[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was more than 2 nsf charges to my account. There was a total of five @$34 a piece. Loll of which was forwarded to safe securitres. I would like all my monies back from the company. Also I have been dealing with this since Dec. 4th I been going back and forth with the supervisor [redacted] and other reps front the company all tellinge different things. Also she asked me if all funds were reversed would I consider becoming a customer again after I replied no that's when she stated well it will undergo investigation. I've been struggling as a single parent with these funds out of my house hold and its hard I feel like none of this is my fault but the fault of the rep from safe securties dealer.
Final Business Response /* (4000, 9, 2015/01/29) */
Rebuttal Response

* SAFE Security stands by our original response.
* SAFE agreed to cancel this customer's account and to provide a refund which included the customer's initial payment to SAFE Security of $44.99, bank transaction dated 12/3/14 and for two insufficient funds charges bank transaction dated 12/3/14 and 12/4/14 of $34 each. This totals $112.99
* The remaining insufficient funds charges for this customer was bank transaction dated on 12/2/14 which was prior to the SAFE Security initial payment bank transaction dated 12/3/14. SAFE is not responsible for these charges.

Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if you have any questions.

Thank you,

[redacted]
Customer Care Manager
Final Consumer Response /* (4200, 13, 2015/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok,The other charges were due to Guaridan Securties taking out their monthly payment, which caused the item to accure NSF fees. If everything was handled CORRECTLY then I would have not recieved any NSF fees, but due to the negligence of Safe Securties Rep not handling business professional NSF fees were accessed. Now I was told previously by the REp([redacted]) that all would be taken care of. This happened back in Nov 2014 and we are in Feb 2015 and there is still no resolve. Safe is responsible for all NSF fees with my account since the rep did not advise Guardian of the change. Not trying to have a long drawn out matter. I would like this to be resolve and quickly. Also, pr [redacted]e all funds would be given back and now that the Revdex.com is involved it's a take back on their word.

Initial Business Response /* (1000, 5, 2014/05/23) */
We would like to correct the issues for this customer. Unfortunately the dealer MTM has gone out of business and there has been some miscommunication. We will send out a tech to install the alarm system at her new home and in addition we...

will credit her account the 5 months that she was charged from her old location that should have been stopped. We would also like to reduce her monthly rate from 48.99 a month to 39.95. If this is an acceptable solution we will create a service ticket for the install and update the contract with the new monthly rate to send to the customer as well as credit the customer's account.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have absolutely no interest in doing any further business with Safe Security. I wish I would have been offered a technician from the beginning. For the safety and security of my family, I had to seek services else where. I just want the contract voided and for collections against me to be stopped and that they don't report me to the credit bureau.
Final Business Response /* (4000, 9, 2014/06/06) */
Safe has agreed to cancel the account and release the customer from terms. No futher collection actions will be taken.
Final Consumer Response /* (2000, 11, 2014/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I would like to thank the Revdex.com for helping me in this case. I do feel that Safe Security has resolved this case in a fair and just way. Thank you for doing the right thing in this case.

Initial Business Response /* (1000, 5, 2014/09/02) */
SAFE Security received this customer's signed written request on August 21, 2014 to cancel their SAFE Security account XXXXXXX.
SAFE Security will honor this request and process the cancellation effective August 2014
SAFE Security had...

taken $43.91 on August 6, 2014 as payment for September 2014. On August 25, 2014, Customer revoked authorization of the on-line payment of $43.91. Therefore no refund is due.
Please feel free to contact us at XXXX-XXX-XXXX Monday through Friday, 6:00AM to 5:00PM Pacific Time, if you have any further questions.
Thank you,
[redacted]
Customer Care Manager
Initial Consumer Rebuttal /* (2000, 7, 2014/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the final response because I am not willin to spend an additonal second of my life fighting for a service I never received

Initial Business Response /* (1000, 5, 2014/10/03) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
Customer signed a Pinnacle Security contract on April 23, 2007 for the initial term of 36 months. The initial...

term ended on April 22, 2010. This agreement automatically renews for successive one (1) year renewal terms unless cancelled by either party in writing no less than thirty (30) days prior to the end of the then-current term. Customer's current renewal term ends on April 22, 2015.
SAFE Security did receive customer's cancellation letter dated July 21, 2011. Copy enclosed. There is nothing on this letter to validate when it was sent to Pinnacle Security. I had requested from customer additional proof such as a postmark date or facsimile date and time.
Customer had indicated they had disconnected their alarm system in 2011. However, our system show alarm signal activity received through January 2013. Burglar tamper alarm signal received and customer entered alarm cancellation in April 2012.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed. Please forward any supporting documentation to my attention for additional review.
Enclosure: Copy of customer's cancellation letter dated July 21, 2011.
Thank you,
[redacted]
Customer Care Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We were never informed the contract was auto-renewed annually and never received any notification via email/mail this was being done. We sent in out cancellation letter three years ago and were told on the phone that was good. I didn't think to get a certified letter or courier to prove it was read/received. All I have is the letter I sent and the fact we did not use the security system. If you will not refund me the money stolen. Please discontinue billing me for any fees for services that have not been rendered and do not try to collect fees that were not approved to be charged for services not rendered.
Final Business Response /* (4000, 9, 2014/11/03) */
Rebuttal response
I have enclosed a copy of customer's contract effective April 23, 2007.
Please refer to Section 2 Price and Payment Terms. Subsection 2.3 identifies the automatic renewal for successive one (1) year renewal terms. Customer's current renewal term ends on April 22, 2015
SAFE Security is willing to allow customer to cancel their contract provided customer pays 50% of the remaining balance of contract in the amount of $239.15.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Enclosure: Customer Contract effective date April 23, 2007
Thank you,
[redacted]
Customer Care Manager
Final Consumer Response /* (4200, 11, 2014/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If [redacted] would like to call me we can discuss this personally. I followed the instructions in section 2.3 and cancelled the services in writing in August 2011. I have provided a copy of the letter I sent to Pinnacle Security to cancel services in accordance with this contract. I was then charged for three years after which my services should have been cancelled and now you want me to pay for more services not rendered when you owe me over $1800 dollars for debiting my account without authorization. No where in the contract does it say I need to send the letter in writing via certified mail. We called Pinnacle Security and they verified they would cancel services - in August 2011. I did not record these calls.

Initial Business Response /* (1000, 5, 2015/06/04) */
To Dispute Resolution:
In regards to customer [redacted], our records indicate the following:
Per customer the last appointment that was scheduled 5/30/2015 at 12:30 PM - 2:30 PM per notes from service dealer (Tech Force...

National). Per our conversation with Tech Force National contacted the customer on 5/30/15 to inform the customer that they were running late at between 11:30 AM and 12:00 PM to inform the customer he was running late. The technician again contacted [redacted] around 5:00 PM for the service appointment where he made contact with the customer. [redacted] (Mr. [redacted]) answered the phone and stated to the technician that [redacted] was on the phone with SAFE Security canceling the service. Customer was sent part in question on 4/2/2015. The technician based on this information did not run job. 6/1/2015 Tech Force National contacted SAFE regarding [redacted] and indicted that customer requested cancelation of job. On 6/1/2015 SAFE attempted to contact [redacted] in an attempt to determine a status of this job and to ascertain whether we could rectify the situation. No return call was made from the customer. SAFE again attempted contact to the customer on 6/3/15 at 12:41 PM and 3:14 PM again with no return call. Finally SAFE attempted to contact [redacted] 6/4/2015 at 10:45 AM again, no return call was received.
If the Customer has any questions or needs further clarification on any aspect of this situation, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.
[redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
Account Case Number: #XXXXXXXX
Customer: SAFE ACQUISITIONS DEPT

In regards to customer #XXXXXXX , our record indicates the following:

* As of 10/09/2015 SAFE has been unable to locate a contract for the above account...

number.

* SAFE Security has no contract to cancel.

* SAFE Security goal is to resolve your concern in a timely matter.

Initial Business Response /* (1000, 10, 2014/07/10) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, [redacted], our records indicate the following:
On 3/3/14 Mr. [redacted] called in requesting a service call to...

replace his touch pad. Three days later Mr. [redacted] called back upset that the dealer had not contacted him to schedule service and stated he wanted to cancel his account with SAFE Security.
SAFE employee explained what was needed to cancel his account. She explained he was on a month to month and his balance of contract was $94.98 if he sent in his signed cancellation letter by 4/30/14. If the cancellation letter was received in May the amount owed would be $134.97.
She made every attempt to save this customer. She offered to lower his monthly rate, perform the service call at no charge, and give him (2) months of free monitoring, but Mr. [redacted] declined.
On 5/29/14 SAFE received Mr. [redacted]'s cancellation letter.
SAFE Security will honor Mr. [redacted]'s request to cancel provided he pay the remaining balance of contract in the amount of $134.97.
Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday, 6:00 AM to 5:00 PM, Pacific time to advise us how our customer would like to proceed.
Thank you,
[redacted]
Service Dispatch Supervisor

Initial Business Response /* (1000, 5, 2015/07/28) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On May 27, 2003 [redacted] signed a contract with Intercontinental Security LLC, for the initial term of...

36 months. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.

This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
SAFE Security has received Mr. [redacted] written request to cancel services on 2/19/15.

SAFE Security will honor Mr. [redacted] request to cancel. SAFE Security will has cancelled this account effective immediately.
· Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
[redacted]
Premier Supervisor
[redacted] XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com

I wanted to ensure my house was secure during our sale and they told me I had to pay for the following montha service after the house sold in 15 days
It appears customer service goea out the window for an eight year customer. I called four times in June an only to be p kaced on hold for 20 plus minutes without anyone answering in customwr service. So now I have pay for the next months service. I dont even live there
I would.have to write a letter and if we get in time I wont charge you for the next month. THAT IS ILLEGAL.

Initial Business Response /* (1000, 5, 2015/07/14) */
Good Afternoon,
Account Number: XXXXXXX
Customer: [redacted]
Case# XXXXXXXX
Revdex.com Response:
In regards to customer XXXXXXX, our record indicates the following:
On June 17, 2010 [redacted] signed a contract with Pinnacle...

Security LLC, for the initial term of 42 months. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.

SAFE Security has not received a written request from Mrs. [redacted] requesting to cancel services.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the cancellation letter and remaining balance of contract in the amount of $150.00 as negotiated on 5/20/15.
·Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
[redacted]
Premier Supervisor
Initial Consumer Rebuttal /* (3000, 9, 2015/07/14) */
Also when we talked to the representative we were told to pay last month's payment along with cancellation letter which we did. Then the next month another bill and a call said our signatures didn't match the contract. There was no agreement for 150 dollars just the final month payment. We will not pay anything more then what we agreed too. We have disputed this with the bank and will be receiving our money back.

Initial Business Response /* (1000, 5, 2015/09/01) */
The account with SAFE Security has been cancelled. The account balance is $0 and the customer will no longer receive billing correspondence from us.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/04) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
Although the company has finally decided to cancel my service as requested, I feel that the process needs to be improved and the internal company communication definitely needs improvement. It should not be this difficult to get a service cancelled. I would not recommend doing business with them.
Final Business Response /* (4000, 9, 2015/09/09) */
Account Case Number: #XXXXXXXX
Customer: [redacted]

In regards to customer #XXXXXXX , our record indicates the following:

· On August 31st, 2015 the account #XXXXXXX was cancelled with SAFE Security along with all monitoring and billing of the account.

· SAFE Security did honor Mrs. [redacted]'s request to cancel.

· SAFE Security spoke with Mrs. [redacted]'s regarding the request to cancel on 09/09/2015.

· A letter was mail to Mrs. [redacted] email address at [redacted]@cox.net stating the following.


Mrs. [redacted]
[redacted] XXXXX
Re: Acct # XXXXXXX

Dear Mrs. [redacted]:

Thank you for speaking with me this morning and allowing SAFE to resolve the concerns.

Your monitoring account with SAFE Security(r) has been cancelled effective 08/31/2015. All monitoring and billing has been deactivated.

Safe apologizes for the miscommunication in handling your account and sincerely appreciate your input to help SAFE better service our customers. We at SAFE would like to thank you for the years you spent with SAFE and will use your example as a way to better our customer service.

I would also like to assure you that at no point your account reported to the collection bureaus and shows a $0.00 balance with SAFE and I we have submitted a refund request in the amount of $35.78. As stated above the account, services and billing are cancelled.

We regret losing you as a SAFE Security customer.

We apologize for any inconvenience we may have caused.

Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.


If you have any further questions, please feel free to contact us Monday through Friday, 7:00a.m. To 4:00p.m. (Pacific Time) at X-XXX-XXX-XXXX.

Initial Business Response /* (1000, 5, 2015/11/04) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 06/2009, 36 months, auto renewal for successive 1 year (Renewal Term)
The end of the contract term is 06/30/16.
SAFE...

Security received a cancellation letter from the customer.
The customer paid the balance of contract in the amount of $455.61 which is through the end of the contract term 06/30/16.
The customer has been advised to call SAFE Security back in within 60 days prior to the end of the contract term at which time the account will be submitted for cancellation.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will do what is required to cancel this contract but I still do not trust them one inch. They didn't do it right the first time so how am I supposed to know that they'll get it right the second time?

Initial Business Response /* (1000, 5, 2015/04/30) */
SAFE Security acquired (purchased) the security agreement Pinnacle Security on 2/4/13.
Contract Terms: 12/2011, 42 months, auto renewal successive 1 year, unless cancelled in writing no less than 15 days prior to end of the initial...

term or then-current renewal term. Contract expires 6/30/15.
The service charge $81.19 dated 3/24/15 for the battery service was a billing error and a credit has been submitted on the account.
As of today, SAFE Security has not received a cancellation letter from the customer.
To proceed with the customer's request to cancel service, the customer must send a signed cancellation letter to SAFE Security by either way of communication below:
Email: [redacted]@safesecurity.com (scanned copy of cancellation letter w/signature)
Fax# (XXX) XXX-XXXX
As a onetime courtesy, SAFE Security will honor the cancellation letter as a 30 day written cancellation notice with the effective date of 4/30/15.
Once the cancellation letter is received, SAFE Security will begin the cancellation process on the account
Please be advised that it may take up two billing cycles to complete to the cancellation process. Please disregard any invoices/statements you may receive during the cancellation period.
Until such time cancellation letter is received, the customer will held to the contract terms.
Thank you.

[redacted]
Collection Manager

Initial Business Response /* (1000, 5, 2014/03/31) */
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 11//2008, 5 years, auto renewal for successive like terms (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract...

expiration date is 11//2013.
On 10/1/13, SAFE Security received a signed written cancellation notice from the customer.
A refund in the amount of $171.32 will issued and mailed to the Customer within 4 - 6 weeks.
The Customer's account is in process to cancel.
At this time the Customer has no further obligation to SAFE.
If you have any questions or need further clarification on any aspect of this situation, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Standard Time.

Initial Business Response /* (1000, 5, 2015/07/22) */
Good Morning,
Account Case Number: #XXXXXXXX
Customer: [redacted]
In regards to customer #XXXXXXX , our record indicates the following:
· On September 13, 2010 [redacted] signed a contract with Pinnacle Security, LLC,...

for the initial term of 42 months. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than 15 days prior to the end of the their current term.
· SAFE Security will honor [redacted]' s request to cancel.
· SAFE Security received cancellation letter November 17, 2014.
· SAFE Security records show SAFE reached [redacted] 11/17/2014 and customer requested that SAFE cancel account because Mr. [redacted] was unable to continue service due to cost.
·SAFE Security records show SAFE last reached [redacted] 07/22/2015 when customer stated that SAFE was unable to cancel his service earlier due to SAFE not locating the original cancellation letter.
·[redacted] on 07/22/2015 provided confirmation of original cancelation letter that was sent 11/17/2014 at 10:02am from [redacted]@gmail.com.
·Mr. [redacted] stated that he will rescind Revdex.com compliant after receiving email stating that SAFE will cancel agreement per customers request
· SAFE Security goal is to resolve your concern in a timely matter.
Thank you,
[redacted]
Retention Supervisor
[redacted] XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com

Initial Business Response /* (1000, 5, 2014/11/13) */
In regards to customer XXXXXXX, our record indicates the following:



* On December 7th, 2012 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 42 months. The initial terms...

ended on June 7, 2016. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
After carefully reviewing all documentation in your file, SAFE Security has made the decision to hold you to the initial contract terms of 6/2016.
SAFE Security has forwarded your account to ICS Collection Agency to advise that this account has been deem unsatisfied.
* SAFE Security will honor Mr. [redacted] request to cancel provided he send us a cancellation letter and the remaining balance of contract in the amount of $1147.29
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.



Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed


Thank you,

[redacted]
Premier Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Safe Security did not careful review the complaint. Pursuant to the contract safe security was to repair and make sure our services were working. I called 5 times to get my services working and they failed to comply therefore contract was broken by the alarm company they should read there own contract
Final Business Response /* (4000, 9, 2014/12/02) */
In regards to customer XXXXXXX, our record indicates the following:

SAFE Security has forwarded your account to ICS Collection Agency to advise that this account has been deem unsatisfied.
* SAFE Security will honor Mr. [redacted] request to cancel provided he send us a cancellation letter and the remaining balance of contract in the amount of $1147.29


Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed


Thank You
[redacted]