SAFE Security

Initial Business Response /* (1000, 5, 2014/06/16) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 07/2010, 42 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior...

to end of the contract term. Contract expiration date is 01/31/15.
SAFE Security acquired the security agreement from Pinnacle Security LLC on 2/4/13.
On 1/24/14, customer called SAFE Security to cancel service. Customer was advised of contract terms. Cancellation letter needed to be received 30 days before 1/3/14 in order to avoid auto-renewal. Customer was advised of new term end date 1/13/15. Customer was quoted a 50% discount for the balance of payment in the amount of $300.76. Customer was also advised that a cancellation letter needed to be sent with payment in order to begin the cancellation process on the account.
On 2/14/14, SAFE Security received a cancellation letter from the customer.
On 4/29/14, SAFE Security received a payment on the account in the amount of $275.94
The account has been submitted for cancellation.
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.
Thank you.

[redacted]
Collection Manager
Safe Security
Initial Consumer Rebuttal /* (2000, 7, 2014/06/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/06/05) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicate the following:
On April 18, 2011, Mrs. [redacted] signed a contract with Desert Defense for the initial term of 36 months. The...

initial terms end on April 18, 2014. 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 then current term.
SAFE Security has not received a written notification from Mrs. [redacted] requesting cancellation.
Mrs. [redacted] called SAFE Security on 5/28/2014 with her initial request for cancellation.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of the contract in the amount of $449.90
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 Business Response /* (1000, 5, 2015/05/04) */
In regards to customer XXXXXXX, our record indicates the following:

· On July 29, 2008 [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 20 days prior to the end of the their current term.

· SAFE Security will honor [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $307.93. Mrs. [redacted] was giving the options per her contract to pay off the balance of contract at 50% ($153.97).

· SAFE Security has received Mrs. [redacted] cancellation letter on 3/2/15. However, her account auto renewed from 1/2015 until 1/2016.

· SAFE Security 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.


Thank you,

[redacted]
Premier Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. 1. I did terminate the contract, following the contract's rules. Unfortunately, I was not notified that the contract no longer belonged to "Pinnacle." I never heard of Safe Security. They claim they did not receive it. 2. I signed the original contract in July, therefore it should end in July.
Final Business Response /* (4000, 9, 2015/05/18) */
In regards to customer XXXXXXX, our record indicates the following:

· On July 29, 2008 [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 20 days prior to the end of the their current term.

· SAFE Security will honor [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $307.93. Mrs. [redacted] was giving the options per her contract to pay off the balance of contract at 50% ($153.97). Without the balance of contract received Safe Security will not be cancelling out the account until the account are deemed satisfied and all payments are received.

· SAFE Security did give Ms. [redacted] an options to pay off her balance of contract at a 50% which is the amount of $153.97. Please send your payoff immediately so that we can honor your request to cancel your account.

· SAFE Security 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.


Thank you!
[redacted]
Final Consumer Response /* (4200, 13, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their communications with customers is theirs to fix. I'm simply not going to take responsibility for their lack of responsible business practices. I have a job and it isn't calling companies to make sure they haven't changed hands. I naively entrusted a security company with my family's personal security. I didn't anticipate that company shouldn't be trusted. Continuing to withdraw funds and claiming they didn't receive the cancellation in time is an example of unethical and corrupt business practice. Consumers should have a right to expect to be treated honestly and fairly.

Initial Business Response /* (1000, 5, 2014/05/19) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer [redacted] account #XXXXXX, our records indicate the following:
Mr. [redacted] signed a contract with Siren Inc. for 60 months on December 15th, 2007. His...

account automatically renews for 12 months on December 15th.
On May 14, 2014, Mr. [redacted] agreed to pay 50% of the remaining balance of contract in the amount of $119.97.
With this payment, SAFE Security has initiated the process of cancelling Mr. [redacted]'s account.
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
[redacted]
Customer Care Lead

On 12/19/16, I contacted Safe Security to pay my bill and also inquire about the "Door Bell" camera system that they offer. I spoke to a supervisor and she explained to me, after taking my payment, that she would submit my paperwork for the system and she would send me the necessary email to agree to a 3 year contract. I didn't here from her nor did I receive the email so I called back on several occasions during the week. I spoke to several customer service reps that stated that they had resolve the problem but I still never received the email? I also ask on several occasions to speak to a manger but was told that I could only speak to a supervisor, who was the person I spoke to in the first place? The supervisor finally called me back a week later on 12/23/16 after I called again. The customer service is inefficient for a so called "Home Security" service? I was also told by the same supervisor that her manager would contact me on 12/27/16 which did not happen. The person has not told the truth about any of this and I will cancel their service as soon as my contract is up.

Initial Business Response /* (1000, 5, 2014/07/01) */
Acct XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
SAFE Security agrees with the customer and will process a refund in the amount of $212.99
SAFE Security sent this...

customer a one month free monitoring certificate to apologize for the inconvenience and misunderstanding.
SAFE Security is always looking for ways to improve our customer service and do hope we can restore your faith in us.
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 further questions.
Thank you,
[redacted]
Customer Care Manager

Initial Business Response /* (1000, *, 2016/01/06) */
We are in receipt of the written complaint regarding account #[redacted] and have listed our response below to address the statements within the complaint and provided our resolution.
We have carefully reviewed all notations,...

documentation as well as the contract associated to this SAFE account.
We have reviewed all notations, conversations and correspondence reflective of the account history. On June 3rd, 2014 at 10:31am PST, you advised a supervisor, [redacted], "I do not want to cancel with SAFE. I wanted to cancel with [redacted]." Therefore, we did not cancel your account as you advised that you "did not want to cancel with SAFE" and as a result will not be able to refund the payments that were deducted from August 2014 thru December 201*.
We will go ahead and use your most recent correspondence that we received from the Revdex.com as a letter serving as your cancellation notice. This is to confirm that we are cancelling the account effective immediately.
SAFE Security's goal is to resolve customer concerns in a timely matter.
Please feel free to contact us at (800) [redacted] Monday through Friday, 6:00 AM to 6:00 PM, Pacific Time.
Sincerely,
SAFE Security
PO Box [redacted]
San[redacted], CA [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/01/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The service provider "[redacted]" was aguired by SAFE Security (Date unknown). My Father (** Years old) had no knowledge of this company acquisition. Again, I feel the company "SAFE Security" has taken advantage of the elderly and should take the lead to correct the issue at hand.
It will be acceptable to resolve this issue if *0% ($320.00) is returned to my Father
Final Business Response /* (4000, 1*, 2016/01/19) */
We are in receipt of the written complaint regarding account #[redacted] and have listed our response below to address the statements within the complaint and provided our resolution.
We have carefully reviewed all notations, documentation as well as the contract associated to this SAFE account. We stand by our previous response and have listed the reasons why below.
We have reviewed all notations, conversations and correspondence reflective of the account history. On June 3rd, 2014 at 10:31am PST, you advised a supervisor, [redacted], "I do not want to cancel with SAFE. I wanted to cancel with [redacted]." Therefore, we did not cancel your account as you advised that you "did not want to cancel with SAFE" and as a result will not be able to refund the payments that were deducted from August 2014 thru December 201*.
We went ahead and used the correspondence that we received from the Revdex.com in January 2016 as a letter serving as your written cancellation notice. This is to confirm that we have cancelled this account effective as of January 2016.
SAFE Security's goal is to resolve customer concerns in a timely matter.
Please feel free to contact us at (800) [redacted] Monday through Friday, 6:00 AM to 6:00 PM, Pacific Time.
Sincerely,
SAFE Security
PO Box [redacted]
San[redacted], CA [redacted]
Final Consumer Response /* (4200, 17, 2016/01/2*) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with SAFE Security's response. I will request no further action by the Revdex.com on this subject matter

Initial Business Response /* (1000, 5, 2014/05/09) */
Re: SAFE Customer# 1543080 - [redacted]
We have reviewed the account in question, and have determined at this time based on the contract terms the customer listed above is responsible for the balance of contract.
Contract terms are as...

follows: Signed March 1st, 2012 for an initial term of three (3) years and annually thereafter unless a written cancellation notice is received thirty (30) days prior to the initial or any renewal term.
The customers' current term is thru March 1st, 2015.
Regards,
SAFE Security
Tel: XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This form that they sent you is not my initial contract. The document that they sent to you is a copy of some upgrade work that I was having done and if you look at the document where the paragraph states to sign for an additional 3 years I did not initial where it states. I have explained several times to so many people. I have sent a copy of my initial contract to a supervisor name Lupe on 4/29/14 as she requested she stated when she received it she would contact me which as of to date 5/12/14 she has not. I emailed her and have called her since I sent the initial contract as she requested and she has not responded back to me by email or phone. I called on 5/12/14 to Safe Security to speak to Lupe since she has not responded to me and I was told that she would call me back today 5/12/14. I have no contract with Safe Security and that's all I am saying I have proven that I have no contract with them and they still refuse to close this account. My initial contract is 6/30/2006 and not 3/2012. Thank you
Final Business Response /* (4000, 9, 2014/05/19) */
Revdex.com Response XXXXXXX
We reviewed [redacted]'s contract on account # XXXXXXX. Our findings are that on March 1,st 2012 [redacted] signed a purchase agreement with Atlantic Detection Systems, Inc. Terms are for three years.
End of terms would be on March 1st 2015 which would then renew yearly.
At this time the decision has been made to hold customer to terms.
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 Service Lead
Final Consumer Response /* (4200, 13, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have read the response from Lupe Turrey who I was speaking with that requested for me to send her my contract with ADS Security dated 6/30/2006 which I did by email. She said that she would call me back once she had received it and of course she never did, I called to speak with her on 5/12/2014 and was told she would call me back and of course she did not. I have an email from Safe Security stating that my request to close my account would post in 24 to 48 hours and April 30,2014 was my last day with them. I must say I am truly disappointed that I have had to deal with an unethical company and employees. I have proof that I have no contract with Safe Security or anyone else and this account should be closed. I have made my last payment with this company for the month of April 2014 and they will not receive another payment from me because I don't owe them anything.

Initial Business Response /* (1000, 5, 2014/08/07) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
Mr. [redacted] your SAFE Security account has a pending cancellation per your request.
Mr. [redacted] account has been refunded...

with a pending amount of $39.99.
SAFE Security has received a written notification from Mr. [redacted] on 6/10/14 requesting cancellation.
SAFE Security has honor Mr. [redacted] request to cancel effective 7/31/14.
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 Business Response /* (1000, 5, 2014/10/06) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security agreement from Pinnacle Security on 3/8/13.
Contract Terms: 07/2010, 3 years, auto renewal for...

successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expiration date is 07/31/14.
Per the contract terms, a cancellation letter needed to be received from the customer no less than 30 prior to the end of the contract term. The original expiration date of the contract was on 7/31/13.
Per the contract agreement, notice of cancellation must be submitted in writing to the security provider at least 30 days prior to the auto renewal and/or then current term. Verbal cancellations are not accepted. Please see attached security agreement Section 2 Certain Terms and Conditions; Paragraph 2.3; For Services.
On 611/14, a cancellation letter was received from the customer.
The auto pay was not cancelled in error.
The auto pay has been stopped and the account has been submitted for cancellation.
The cancellation process may take up two billing cycles to be completed, so please disregard invoices/statements you may receive during this period.
The customer is due a refund.
A refund request has been submitted on this account today for monitoring services for 3 months of monitoring services from 08/2014 to 10/2014. The refund amount is $48.29 x 3 = $144.87.
Please allow 4-6 weeks for the refund to be received.
Thank you.

[redacted]
Collection Manager

Initial Business Response /* (1000, 5, 2014/09/16) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On June 11, 2010 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 36 months. ...

The initial terms end on June 11, 2013. 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.
Mrs. [redacted] called SAFE Security on 7/8/2014 with her initial request for cancellation.
SAFE Security has received a written notification from Mrs. [redacted] on 6/27/14 requesting cancellation.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $576.20.


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, 2014/09/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel this contract is not valid. I signed nothing with this company. The original contract was $50 monthly, this company was charging me $57.62 monthly. My neighbour has the exact same contract and there does not seem to have been any problem with her cancelling. I do not feel that I should only be able to cancel once a year as I have met the original 3 year term of the contract.I was paying monthly so a months notice should be sufficient. I did pay for the month of July. I will not pay further for a service that is no longer being provided to me by this company.
Final Business Response /* (4000, 9, 2014/09/26) */
In regards to customer XXXXXXX, our record indicates the following:
On June 11, 2010 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 36 months. The initial terms end on June 11, 2013. 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.
Mrs. [redacted] called SAFE Security on 7/8/2014 with her initial request for cancellation.
SAFE Security has received a written notification from Mrs. [redacted] on 6/27/14 requesting cancellation.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $576.20.


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
Final Consumer Response /* (4200, 13, 2014/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the same response as before from SAFE.There is no compromise. I will not be paying them for a service I no longer receive.They say that it can be a month to month contract in certain states but not all and not in Canada. I pay monthly ans should be able to cancel with a month's notice and no penalty.

Initial Business Response /* (1000, 5, 2015/12/10) */
We are in receipt of the written complaint regarding account #XXXXXXX and have listed our response below to address the statements within the complaint and provided our resolution.
We have carefully reviewed all notations,...

documentation as well as the contract associated to this SAFE account.
We have reviewed all notations, conversations and correspondence reflective of the account history. We are thereby providing written notification advising that the account has been cancelled at this time, per your request.
SAFE Security's goal is to resolve customer concerns in a timely 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
PO Box 5164
San Ramon, CA XXXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I heard from the customer service representative with regards to my account, I still need a refund for the money that they took from my bank account after I cancelled the account.
Thank you.
Final Business Response /* (4000, 9, 2015/12/17) */
We are in receipt of the written complaint regarding account #XXXXXXX and have listed our response below to address the statements within the complaint and provided our resolution.
We have carefully reviewed all notations, documentation as well as the contract associated to this SAFE account.
We have reviewed all notations, conversations and correspondence reflective of the account history. We are thereby providing written notification advising that the account has been cancelled at this time, per your request. We have submitted a request for a refund in the amount of $44.99.
SAFE Security's goal is to resolve customer concerns in a timely 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
PO Box 5164
San Ramon, CA XXXXX
Final Consumer Response /* (2000, 11, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/29) */
We are in receipt of the written complaint regarding account #XXXXXXX and have listed our response below to address the statements within the complaint.
We have carefully reviewed all notations, documentation as well as the contract...

associated to SAFE account #XXXXXXX. We have enclosed a copy of your original contract as well to validate the contract terms that were discussed with you over the phone on December 22nd, 2015.
The contract terms that went into effect as of June 6, 2007 stated an initial term of 36 months with an automatic renewal for successive (1) year "renewal" terms, unless cancelled in writing no less than 30 days prior to end of the contract term (reference section 2.3). Based upon the notations in the account history regarding a conversation with a SAFE representative on December 22nd, 2015 concerning cancelling the account, the SAFE representative advised of the appropriate contract terms and appropriate process for cancelling the account.
SAFE Security's goal is to resolve your concern in a timely matter.
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, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will respectfully give my response in writing to cancel my service in June, however if I am to pay for the remaining service I expect service to be at 100%. Since the equipment is now out dated, I assume the equipment will be updated without charge.
I appreciate your response
Respectfully
Final Business Response /* (4000, 9, 2016/01/07) */
We are in receipt of your response in reference to our response from December 29, 2015 regarding account #XXXXXXX.
We will attempt to contact you in reference to moving forward with the 2G/3G upgrade at no charge.
SAFE Security's goal is to resolve your concern in a timely 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
PO Box 5164
San Ramon, CA XXXXX

Initial Business Response /* (1000, 5, 2014/05/14) */
[redacted]
Murphy, TX XXXXX
Re: XXXXXX
Dear [redacted]:
This is notice that your account with SAFE Security has been cancelled. Your account balance is $0 and you will no longer receive billing...

correspondence from us.
Regards,
SAFE Security
Initial Consumer Rebuttal /* (2000, 7, 2014/05/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has complied with my wish to have my account cancel with a $0 Balance.
Thanks Revdex.com

Initial Business Response /* (1000, 5, 2015/02/17) */
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 you have any further questions.



Thank you,

[redacted]
Customer Care Manager

This company failed to provide tech support for 2 months after we discovered that I hadn't had service for many months because I had changed to a digital phone without knowing how it would affect my alarm system. Because they were unresponsive to my requests for service I changed to [redacted]. They are now charging me for another year for which they are not providing service. I sent them a letter of cancellation when they failed to provide the promised service.

[redacted]
LETTER-SPACING: normal'> 
Re: Account# [redacted]
Complaint Case#: [redacted]
Customer: [redacted]
 
We are in receipt of the written complaint regarding account #[redacted] and have listed our response below to address the statements within the complaint and provided our
resolution.
 
We have carefully reviewed all notations, documentation as well as the contract associated with this account and according to our records, we have not received any
correspondence about the cancellation of service. The only correspondence SAFE Security had with Mr. [redacted] this year was on [redacted] in which there was a
conversation regarding a 3G communication module. [redacted] stated he was going to call back to set up something but we never received the call back.
 
We are willing to send a technician to the site address and change the system to the 3G communication module required by [redacted], at no cost. The contract has an
automatic renewal clause and will expire in [redacted] (copy of contract enclosed). If [redacted] would like to cancel service, the terms of the agreement would have to be
fulfilled and [redacted] will need to submit a written cancellation letter with an authorized signature. There are (10) months left before the renewal terms are fulfilled and
the balance of the contract due will be $[redacted]. Please feel free to contact us at ###-###-#### Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583

Initial Business Response /* (1000, 5, 2014/09/10) */
Customer #: XXXXXXX
Customer: [redacted]
Case #XXXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
On 7/28/2014 Ms. [redacted] called in with a low battery and wanted requested a service call. We explained...

that she can replace the
battery.
On 8/2/2014 Ms. [redacted] called in that her system was not responding and requested a tech to come out.
On 8/4/2014 the work order was sent to the service dealer to set an appointment with the customer.
On 8/25/2014 The technician called with an appointment time frame that Ms. [redacted] could not meet. The tech said he would have to call her back at a later date for different times.
On 8/26/2014 We applied a one month monitoring certificate and escalated her account.
On 8/27/2014 Ms. [redacted] called in again stating she hadn't been called yet. We then applied 1 month free of monitoring service and escalated her account. She stated she needed an app before 9/7/2014
On 8/29/2014 Ms. [redacted] called in again stating she hadn't been called yet.
On 8/29 We reached out to the technician/dealer and asked for them to contact the customer with an appointment time ASAP.
On 9/2/2014 We were advised that the technician had set up an appointment with the customer.
On 9/3/2014 Per the dealer the transformer was plugged into a different outlet, signals were tested and all was working fine. No trip charge on the account and we added one more month free monitoring service.
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]
Dealer Services Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Would like to add that I explained several times that I travel a lot for my job and Safe Security does not have techs available on weekends and tried to set up apps at least 2 weeks or more after my calls. This is not acceptable for a home security system. Techs should be more readily available. They explained that they really don't have techs in my area.

Initial Business Response /* (1000, 5, 2015/12/18) */
SAFE Security acquired (purchased) the security agreement from Pinnacle Security on 2/4/13.
Contract Terms: 07/2009, 39 months, auto renewal 1 month, unless cancelled in writing no less than 30 days prior to end of the then-current...

term.
On 9/7/15 customer contacted SAFE Security to pay the balance due at that time of $53.49 and requested to cancel service. The customer was advised to send in a cancellation letter. Verbal cancellations are not accepted.
Per the contract agreement, the alarm provider needs to receive a cancellation letter from the customer in order to cancel service. The customer did not send a cancellation letter in September 2015, therefore the account was not cancelled.
On 11/16/15, SAFF Security received a cancellation letter from the customer.
The account has been submitted for cancellation.
No additional monies are due from the customer and the account has been submitted for cancellation.
The cancellation process may take up two billing cycles to be completed, so please disregard invoices/statements you may receive during this period.
Thank you.

Initial Business Response /* (1000, 5, 2014/10/03) */
Account Number: XXXXXXX
Customer: [redacted] S. [redacted] St.
[redacted] XXXXX
XXX XXX-XXXX
[redacted]@yahoo.com
In regards to customer XXXXXXX, our records indicate the following:
Ms. [redacted] initial term...

contract for 39 months was signed on May 25th 2014. It would then renew yearly every August.
We received Ms. [redacted] cancellation letter on August 27th 2014.
Ms. [redacted] account was drafted on October 2014 in the amount of $53.61. This refund will be expedited and Ms. [redacted] will receive the refund in the form of a check. This will be sent out immediately.
We processed the cancellation of Ms. [redacted]'s' account.
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 Care Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2014/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First, to correct what the business provided the Revdex.com: my email address is [redacted]@yahoo.com; they provided the incorrect email. I would like to add that I did NOT sign the 39 month contract on May 25th, 2014 as stated in the company's response. I signed it well over 3 years ago. Safe Security needs to update their records significantly if they are stating I signed a contract in May 2014. Safe Security received my cancellation letter on AUGUST 15, 2014, and I have the confirmation email they sent me confirming they received it on the 15TH, that I would be more than happy to provide if requested. Safe Security needs to update their records, as it is obvious they cannot get any of the dates correct on my account. I will look for the refund check in the mail, and if it is not received in a timely manner, I will reopen the Revdex.com complaint.