SAFE Security

Initial Business Response /* (1000, 5, 2014/09/24) */
Customer: [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
Customer signed a contract with Pinnacle Security on December 7, 2010 for an initial term of 39 months. ...

Initial term ended on March 7, 2014. This agreement automatically renews for successive one (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 acquired this contract on February 4, 2013. Customer's contract automatically renewed on March 7, 2014 for one (1) year renewal term.
Customer sent in a letter requesting cancellation dated May 9, 2014. The fax transmittal date on letter was dated May 13, 2014. SAFE Security will process this cancellation request at the next renewal date of March 7, 2015.
Customer has communicated with SAFE Security on multiple occasions indicating that their copy of the Pinnacle Security contract reflects an initial term of 42 months with an initial term end date of June 7, 2014. SAFE Security has asked for copies of this contract and we have yet to receive them.
SAFE Security is willing to review this further provided customer sends a copy of their Pinnacle contract showing the initial term of 42 months. Customer can fax copy to XXX XXX-XXXX or send an electronic copy by email addressed to [redacted]@safesecurity.com
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 Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A copy of the contract was faxed and receipt was acknowledged as this was discussed during a phone call with their personnel. The company is continuing to claim a 39 month term when my copy states 42, which is what I have fulfilled. I have complied with all of the requirements of MY copy of the original contract which is all I have to go by. Safe has not been providing any services to me for the last 7 months of my contract nor are they currently providing any services to me.
Final Business Response /* (4000, 9, 2014/10/08) */
Customer: [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
SAFE Security has not received a copy of the Pinnacle Security contract from the customer reflecting an initial term of 42 month.
Regardless of this, SAFE Security has agreed to honor customer's request and cancel account XXXXXXX effective June 2014 with no 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 further questions.
Thank you,
[redacted]
Customer Care Manager

Initial Business Response /* (1000, 5, 2014/12/10) */
Contract terms for both accounts: 07/09, 60 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. Both contracts expired on 7/31/14.
SAFE...

Security acquired the security agreements from Devon SAG Acceptance Company LLC on 11/16/09.
On 7/17/14, the customer sent two cancellation letters to SAFE Security requesting to cancel service for both accounts.
The customer put the same account number # XXXXXXX on the cancellation letters in error. Due this error, both cancellation letters were documented and placed on customer # XXXXXXX.
The cancellation letter for customer # XXXXXXX has been moved from customer# XXXXXXX and documented as being received as of 7/17/14 on customer# XXXXXXX.
The customer is eligible for cancellation on both accounts.
Both accounts have been submitted for cancellation with a zero balance.
Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.

[redacted]
Collection Manager
Safe Security
Tel: XXXX-XXX-XXXX

Initial Business Response /* (1000, 5, 2014/04/22) */
Revdex.com April 22, 2014
Re: [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted] XXXXX
To...

[redacted] c/o Dispute Resolution:
This is notice that your account with SAFE Security ("SAFE") is in the process of being cancelled in accordance with your original contract terms, signed on May 1, 2008.
Your account balance is $0 and you have no further obligation to SAFE, as your auto draft has been terminated.
If you want to have your alarm disabled so it no longer sends signals from your home to the
monitoring station, please contact us and as a courtesy to you we will have a service provider
contact you to make the necessary arrangements.
Be advised that this will be at an additional cost to you. If you decide not to have your system
disabled you will be held responsible for any fees/charges accrued due to excessive signals or
false alarms received by the monitoring station.

It is our sincere wish that you consider returning to SAFE as your monitored security provider.
We believe that monitored security is a wise addition to your home and family protection plan.
You may continue to refer your friends and family to SAFE as well, to take advantage of special offers.
Please visit our award winning web site at www.safesecurity.com for more information.

When you are ready to reconnect, install a new system or refer a friend, or have additional questions
contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Standard Time.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.

This is the worst alarm company known to man, we sold our home in March of this year (2016) and submitted the cancellation request in writing as instructed. Paid our remaining balance to ensure we were square. A month later I get phone call that someone was messing with the key pad at the old house. I informed them I cancelled this account and the monitoring station is SEPERATE from the actual alarm billing. So they were never notified, well these phone calls continued saying everything from "low battery" to a door alarm of some sort. All the while informing the caller I DON'T LIVE THERE THIS ACCOUNT SHOULD BE CLOSED. Well I finally get a lady on the line who took some time to work with me had me resubmit the cancellation letter she replied in writing that the account in closed. Here we are now Sept 1st and I get a CHARGE for $54.11 the monthly fee. When I called customer service they didn't show a charge and now I have to submit proof via bank statement that I was actually charged. DON'T WASTE YOUR TIME. Look at all the reviews here and take heed, go with a reputable company. We have [redacted] now and couldn't be happier

Signed up with Safe Security back in 2015. Now that my initial contract is up, I called and tried to cancel. They told me that it was automatically renewed for 1 year without any notification (rep said "they are not required to send a notification") and that I needed to send a letter at least 30 days before to cancel. Like someone is suppose to remember to write a letter to cancel your service 3 years from the date you signed up. So now I am stuck with service for another year for a place that I don't live at anymore. Then I wanted to transfer the service, but then they said it would automatically start my contract over again. I even asked if I could send my cancellation letter in early, which you cannot, and was told anything sent in earlier than 2 months will automatically be deleted. WHAT!!!??? The rep also asked if I wanted to talk to a manager and I said yes. We'll see how that turns out, she also said that the manager will already say no to cancelling my contract. With every other service I get, after your initial contract is up, you can CALL and CANCEL your service and only pay a prorated amount for the time you used.

Initial Business Response /* (1000, 5, 2015/10/01) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 08/2009, 39, auto renewal 1 month (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract...

term.
SAFE Security acquired the security agreement from Pinnacle LLC on 2/4/13.
In reviewing the notes on the account from Pinnacle, on 12/3/12, the account documentation states that the customer inquired when her contract was going to end and requested to cancel. There are no notes from Pinnacle that a notice of cancellation was received from the customer.
The customer stated in her Revdex.com complaint, that she still has a copy of the email that sent back on 2012 requesting to cancel her service.
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
If the customer can provide proof that a cancellation letter was sent to Pinnacle prior to SAFE Security acquiring the account on 2/4/13, SAFE Security will honor the notice of cancellation and close the account with a zero balance.
Once the cancellation letter is received, SAFE Security will begin the cancellation process on the account.
If the customer does not have the cancellation dated back in 2012, customer can still submit a signed cancellation letter (with signature) and as a courtesy, SAFE Security will honor the cancellation letter and close 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.
A refund in the amount of $195.00 will not be sent to the customer. On 9/9/15, SAFE Security received a revoked authorization for this payment.
Until such the customer can provide the requested documentation, the customer will be held the contract terms.
Initial Consumer Rebuttal /* (3000, 12, 2015/11/18) */
Final Business Response /* (1000, 17, 2015/12/03) */
[redacted],
In error, I used the response letter for account XXXXXXX for account XXXXXXX. I'm not sure what the best thing to do it - I can confirm that the account is canceled with a zero balance, so I think that if we just update the same account number, the information would still be appropriate.
Please let me know if there is anything else I need to do.
Thank you!
Final Consumer Response /* (2000, 19, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Final Consumer Response /* (2000, 6, 2014/07/23) */
Safe finally contacted a repairman who called us a few days ago - and came and fixed the problem (at no charge)

Initial Business Response /* (1000, 5, 2015/07/28) */
Account Number: #XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
· On March 26, 2014 [redacted] signed a contract with SAFE Security Alarm LLC, for the initial...

term of 36 months. This agreement automatically renews for successive one (1) year to 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 will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of the initial contract terms in the amount of $2,118.00.
· As of 7/27/2015 SAFE Security has not received the cancellation letter from Mrs. [redacted].
· If Mrs. [redacted] does not comply with the balance of contract, she can continue to make payments of $64.90 including sale tax until March 26, 2017.
· After carefully reviewing all documentation in your file, SAFE Security has made the decision to hold Mrs. [redacted] accountable for the remaining balance of $2,118.00.
· If you would like a copy of your contract on file please let us know.
· 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]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am willing to pay the current account balance of $236.20. I do not want to remain with this company as a customer due to the lack of adequate service (both in customer service and safety).
I will not pay over $2000.00 and bullied into a remaining contract from a company that does not take of its customers.

Initial Business Response /* (1000, 5, 2015/03/12) */
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 04/2014, 36 months, auto renewal for successive month to month thereafter (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term....

Contract expires 04/30/17.
Please see the attached security agreement that is signed both by the dealer and the customer.
The customer is responsible for the terms of the contract agreement.
On 2/16/15, SAFE Security received a cancellation letter from the customer.
To resolve this issue and complete the cancellation process, SAFE Security will need to receive the balance of contract payment in the amount of $1,491.21. Once the payment is received, the account will be submitted for cancellation.
If the account is submitted for cancellation, please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Thank you.

[redacted]
Collection Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/03/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have a copy of the contract in hand and have provided the copy to Safe Security via email to customer service. The contract I have in hand is NOT SIGNED by the dealer. Specifically states in contract "NOT VALID UNLESS SIGNED BY BOTH DEALER AND CUSTOMER" There for the dealer must have signed after contract was given. Which to my knowledge is HIGHLY ILLEGAL and FRAUD! If I am continued to be held in a Contract that is NOT VALID and matter is not resolved by Safe, Legal action will be taken and company will be sued along with file of unfair practices.
Final Business Response /* (4000, 9, 2015/03/17) */
SAFE Security is responding to your rebuttal dated 3/13/15.
Contract Terms: 04/2014, 36 months, auto renewal for successive month to month thereafter (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 04/30/17.
SAFE Security has a signed security contract agreement on file that is signed by both the Dealer and the customer. A copy of this signed security contract agreement was sent to the Revdex.com on 3/11/15, which should have been forwarded to the customer.
Although the customer has provided SAFE Security a copy of a security contract agreement where the dealer signature line is blank, SAFE Security has a security contract agreement signed by both parties, which justifies the document as a legal and binding security contract agreement.
In addition, SAFE Security received payments for monitoring services from the customer from 04/14 through 12/14, which acknowledges that the customer was aware that he had an obligation to pay on the account. The customer also signed the security contract agreement stating he understood the terms and conditions of the agreement.
The security contract agreement that SAFE Security has on file signed by both parties, is the contract that is being utilized for the customer's account. SAFE Security does not have any other contract on file for this customer.
Please see the attached security agreement that is signed both by the dealer and the customer.
The customer is responsible for the terms of the contract agreement.
On 2/16/15, SAFE Security received a cancellation letter from the customer.
SAFE Security is standing by its original response sent to the Revdex.com on 3/11/15
To resolve this issue and complete the cancellation process, SAFE Security will need to receive the balance of contract payment in the amount of $1,491.21. Once the payment is received, the account will be submitted for cancellation.
If the account is submitted for cancellation, please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Thank you.

[redacted]
Collection Manager
Safe Security
Final Consumer Response /* (4200, 13, 2015/03/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Representative ([redacted], which I found out left the company soon after coning me into this bogus contract) came to the house failed to do his full job duties of explaining the full contract. The Representative of Safe harassed me 3 times that day coming back over and over until I gave in and let him into my house where he then promised to pay off my previous company which was VIVINT. Took the company 5 months to stand behind and honor what the rep PROMISED and is now trying to hold be to a INVALID contract. Since SAFE doesn't want to remedy the situation in a good manner further legal action is taken. Going after company for harassment which I have witnesses, falsifying legal documents and unfair business practices. If SAFE will accept payment up until now and cancel further services, I will consider manner resolved and not pursue further action.
Thanks.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/12/17) */
Your monitoring account with SAFE Security(r) has been cancelled. All monitoring and billing will be deactivated.
We regret losing you as a SAFE Security customer.
We apologize for any inconvenience we may have caused.
If you...

have any further questions, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 6:00 PM, Pacific Standard Time.
Sincerely,
Cancellation Department
Initial Consumer Rebuttal /* (2000, 7, 2015/12/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as SAFE Security has deactivated my account and stops billing me for a service that was never provided as they say they have, thank you, I accept the response.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/06/19) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our records indicate the following:
On June 29th 2010, Mr. [redacted] signed a contract with Pinnacle Security. The initial term of 42 months....

Contract to renew yearly at the end of the initial terms.
The initial term ended on December 29th 2013 .
The cancellation letter was received on February 28th 2014. This was beyond the window of time for allowed before renewal of contract.
There is still at this time 6 months remaining on the renewal terms for Mr. [redacted] contract.
SAFE Security will be holding Mr. [redacted] to the terms of the contract. Renewal terms to end on December 29th 2014.
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 /* (3000, 7, 2014/06/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The information you have provided is incorrect. We sent our original cancellation letter on February 9th, 2012 by certified mail and it was received shortly thereafter by Pinnacle Security. I have all the documenation showing acceptance of that letter by certified mail. The February 28th, 2014 letter was a reminder letter providing proof that the service had been previously cancelled as the contract provided for. I have copies of every letter and certified mail receipt that was sent regarding our account. I can happily provide copies of everything I have so this issue can be fully resolved.
Final Business Response /* (4000, 9, 2014/07/02) */
We are going to hold to our decision made on June 19th. We are going to hold Mr. Hallstron to terms for account # XXXXXXX
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Thank you,
[redacted]
Customer Care Supervisor
Final Consumer Response /* (4200, 13, 2014/07/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SAFE Security has no legal standing to hold me accountable to something I cancelled in accordance with the cancellation terms of the contract. I have every piece of documentation to back up my position so I welcome any jurisdiction that will challenge that. The issue is that your company did not maintain the appropriate records as it changed hands 3 times during the course of the contract. The certified mail cancellation letter was sent on February 9, 2012 and was stamped by Pinnacle Security LLC's own business stamp. The USPS received that stamped and accepted certified mail green card on February 13, 2012 and then returned it to me, the sender. If you want to get really technical, the contract did not even exist between myself and SAFE Security. The contract existed between myself and Pinnacle Security, LLC. Even though the company changed hands twice after that, I should not be penalized for below standard record keeping and business practices. As I have said before, I have maintained an extensive file which contains every piece of documentation I ever received regarding this alarm system and every piece of documentation that I sent out regarding this alarm system. The reason behind this is we realized the sales tactics of this company were not ethical from early on and we wanted to make sure we had documenation of everything in case of additional problems dealing with this business which we have had on more than one occasion.

Initial Business Response /* (1000, 5, 2014/07/25) */
Account Number: XXXXXXX
Customer: [redacted] Wells-Pinfield
[redacted] Ave. Black Ball Tattoo
[redacted] XXXXX
[redacted]@hotmail.com
With reviewing your account our records indicate the following:
Mr. Pinfield the two...

false alarms one on 5/19/2014 and another on 6/2/2014 were duress alarms. This type of alarm dictates that we dispatch. Protocol was followed and attempts were made to make contact. We received no answer on both occasions.
Mr. [redacted] refers to a request made to not dispatch without first obtaining permission from key contacts. This requests was listed on the account however it was for Burglar alarms only, and not for duress alarms.
Mr. [redacted] we see that a refund was due and have refunded by check the amount drawn from the account. The amount being $25.36. A check has been mailed on 7/21/2014 .
Mr. [redacted] the account was still an active account with us and the terms had not ended at the time of the mentioned false alarms 5/19/2014 and 6/2/2014.
Mr. [redacted] all customers are told to do regular testing of their equipment to assure that the equipment is in good functioning order and if the need arises to contact us for servicing.
Mr. [redacted] due to our findings the fees charged by the Police department will not be paid by Safe Security.
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 /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received the check for $25.36. Thank you for returning money that was ours to begin with.
You contradict yourself in your answer about the false alarm charges.. you were supposed to call or not? We DID request that ALL alarms trigger the contact list prior to dispatching police. The reason for that request was to avoid false alarm charges in the first place. If it was entered any other way (burglar alarm only) that was the sole fault and incompetence of one or more of your representatives. There were NO attempts made to contact us on either occasion, and if it was a duress signal it had to be faulty equipment because no one was here to touch the keypad. We have made numerous attempts to speak to a supervisor about these issues though one never seems to be available or willing to call us back. We insist that the fees be paid to the City of Midland or we will be forced to pursue civil action against SAFE. You may contact us at XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2014/08/07) */
Account Number: XXXXXXX
Customer: [redacted] Wells-Pinfield
[redacted] Ave. Black Ball Tattoo
[redacted] XXXXX
[redacted]@hotmail.com
With reviewing your account our records indicate the following:
Mr. [redacted] the two false alarms one on 5/19/2014 and another on 6/2/2014 were duress alarms. This type of alarm dictates that we dispatch. Protocol was followed and attempts were made to make contact. We received no answer on both occasions.
Mr. [redacted] refers to a request made to not dispatch without first obtaining permission from key contacts. This requests was listed on the account however it was for Burglar alarms only, and not for duress alarms.
Mr. [redacted] we see that a refund was due and have refunded by check the amount drawn from the account. The amount being $25.36. A check has been mailed on 7/21/2014 .
Mr. [redacted] the account was still an active account with us and the terms had not ended at the time of the mentioned false alarms 5/19/2014 and 6/2/2014.
Mr. [redacted] we have gone back and reviewed your request where you state to " Please make it so that all contacts are called first and police are not dispatched until a contact is reached and verify alarm" due to our findings the fees charged by the Police department will be paid by Safe Security.
We will be submitting a refund in the amount of $175.00 in the form of a check.
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

I was with Guardian when I signed my contract and they sold to Safe Security. Safe Security raised my monthly bill without notice. Several times my home phone line was disconnected due to construction and they were unaware. When I wanted to discontinue service, they had hidden clauses about auto renewal and refused to allow me to discontinue without fees. I asked repeatedly to speak to a supervisor and the agent refused, stating she was a supervisor. She would not allow me to talk to her supervisor. Overall, poor service, poor customer service, and over priced.

Complaint: [redacted]I am rejecting this response because:
 
This is simply a response to the email I received from the Revdex.com. As of right now, I have not received a response to my last message to the company. However, I am VERY pleased with the work that this office has done on my behalf.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/04/23) */
Our records indicate the customer signed a contract for alarm monitoring on October 18, 2013 for 3 years. We have sent a service provider to the customer's home to help resolve the issue, and the customer is refusing to pay for the...

services we provided. We have additionally credited the customer approximately $130 for monitoring, as a courtesy. We are willing to negotiate an amicable solution.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $130 credit was given to me for the trouble I was given by Safe Security after repeated cancelled service calls to repair/replace the defective equipment they installed. Took 5 months of trying to get someone out to my house and that is why the credit was given to me for paying for a service I was not fully getting. I have not given them any trouble even after all the service they have failed to provide. I pay my monthly fees, I dont call cussing anyone out, I dont yell at anyone, I am just trying to make them understand the situation. Only reason I am now even calling is because they are charging me for equipment that did NOT work. If they feel like they should charge someone they need to charge the company they contracted to come install in my house. If Safe Security thinks anyone is reponsible they need to figure who is, but it is not me. I did not break the DVR, it did not break in my house, it was installed defective! I would stay with them, and pay my monthly due if they agree to remove ALL the fees involved in the replacement of the defective DVR, and that includes any trip/service fees. They should be charging the initial contracted installer. If my contract is 3 yrs, I'll stay 3 yrs, I just dont see fit being charged for something I am NOT to blame for.
Final Business Response /* (4000, 9, 2014/05/08) */
We have come up with a couple of options for the customer. The customer has signed a contract that holds them to the three year term. SAFE has issued a credit as previously stated; however SAFE has also not invoiced the customer for the parts and full labor for all the invoices and parts. SAFE has only charged 410.27 in addition to issuing a credit of approximately 130.00. The DVR was replaced at a value of 379.00 plus labor among other parts which would be an additional 879.00.
SAFE was also unaware that there was a DVR unit installed by the dealer which SAFE does not cover. The contract that was acquired by SAFE does not reference any DVR systems. Unfortunately for both the customer and SAFE, this dealer has gone out of business. We want to work out a solution that works for both the customer and SAFE Security; we value our customers and strive to assist our customers and their needs. This dealer has unfortunately affected both parties. One option if the customer stays with the three year contract we would have to ask that the 410.27 is paid, but the remaining fees will not be added or included. We would like to offer the customer the option of signing a five year contract and we will waive all fees and also all cost for the parts. We apologize for the inconvenience that the dealer has caused in this situation.
Final Consumer Response /* (4200, 11, 2014/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have had bad service from day one. Safe Security came and knocked at my house and promised wonderful service, not the outside contractor. Why would I want to sign up for a longer contract with Safe Security? I've had poor service by them simply trying to say they are not responsible for this or for that when they are the ones that contracted the outside company to set up? I didn't pick the third party company, Safe Security did. I still do not agree on the fees being charged. And I WILL NOT sign additional time with Safe Security. Signing up for a longer contract with a bad service provider is not a solution for me. Anyone in their right mind would understand this.

I was with another alarm system and they turned me over to safe security. Both were taking $ out my account and previous company said safe security should not be taking $ out. Informed me I'm not their customer which they said they'll handle. It has not been a pleasant doing business with them. They keep taking money out my account and I'm no longer their customer. Shady business practice!!!

Initial Business Response /* (1000, 5, 2014/10/01) */
Account Number: XXXXXXX
Customer: [redacted] Rd
[redacted], ** XXXXX
XXX XXX-XXXX
[redacted]@aol.com
In regards to customer XXXXXXX, our records indicate the following:
Mr. [redacted] signed his...

contract on 5/2010 for initial term 42 month. The contract initial terms ended on November,2013 then his contract was Year to Year Renewal.
Ms. [redacted] submitted a cancellation request to have his services cancelled on August 1, 2013.
Mr. [redacted] made payments through May 2014 making 5 additional payments to his account that will be refunded.
We processed a refund in the amount of 199.96 for four months of overpayment. This was sent to Mr. [redacted] in the form of a check. The number of the Check was XXXXXX.
We realized that Mr. [redacted] has another month of refund due. This will be in the amount of $49.99 and will be sent out to Mr. [redacted] on 9/30/2014 in the form of check to his residence.
We processed the cancellation review on Mr. [redacted] account making the service stop date 11/30/2013.
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 Service Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/10/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. [redacted] is 91 years old, has alzheimers disease and has been in a nursing home for five years. I, Ms. [redacted], his daughter, as the company stated have been paying the bill on my father's account. To date, I have received no letter, refund or check from Safe Security.
Final Business Response /* (4000, 11, 2014/10/15) */
Account Number: XXXXXXX
Customer: [redacted] Rd
[redacted], ** XXXXX
XXX XXX-XXXX
[redacted]@aol.com
In regards to customer XXXXXXX, our records indicate the following:
Mr. [redacted] signed his contract on 5/2010 for initial term 42 months. The contract initial terms ended on November,2013 then his contract was Year to Year Renewal.
Ms. [redacted] submitted a cancellation request to have his services cancelled on August 1, 2013.
Mr. [redacted] made payments through May 2014 making 5 additional payments to his account that will be refunded.
We processed a refund in the amount of 199.96 for four months of overpayment. This was sent to Mr. [redacted] in the form of checks. The number of one of the Checks was XXXXXX amount was $199.96.
There was also an additional refund in the amount of $49.99 the check # was XXXXXX.
We received a Revdex.com complaint from Mr. [redacted] daughter stating that she has not received the refunds and wants them resent in her name [redacted].
We sent out the checks to a wrong address and have since made that correction to have checks sent to [redacted] Rd. Two refunds one in the amount of $199.96 and one for $49.99 will be sent immediately.
We understand Ms. [redacted] concerns that she would like the checks sent in her name. This is not possible for us without having a letter of Power of Attorney on file.
The checks are going out in the name of the account holder [redacted]
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 Service Supervisor
Final Consumer Response /* (4200, 15, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, there is no such person as Ms. [redacted] Secondly, Mr. [redacted] did not continue to make payments on the account, the payments were made from the bank account of [redacted], his daughter. Third, I have received only one check in the amount of 199.00. My bank account has been overdrawn several times by their taking money from my account. Since the payments were made by [redacted], from the bank account of [redacted], they should not be sending me checks to return my money in the name of [redacted] I did explain to Safe that in [redacted] you cannot deposit a check into a bank account unless the name of the person on the check is on the account, so a check for [redacted] cannot be cashed in [redacted] or deposited into my bank account...therefore the checks are worthless. Lastly, [redacted] died two days ago. These people did not ask me for a copy of my power of attorney and I see no reason why I should give it since the money was removed from my account in the first place. They did not ask me for a copy of my bank statement proving that the money was from my account, not that of my deceased father. I think my best option in this instance is to take this matter and their worthless checks to the court system.

[redacted]
 
 
Re: Account #[redacted]
 
 
We are in receipt of the second written complaint #[redacted] from Ms. [redacted].
 
We have attempted on numerous occasions to schedule appointments with the customer to have a technician address the issues but [redacted] declined the appointments. We have been unable to confirm an appointment for a technician at various hours including after hours.
 
[redacted] is in the initial terms of the 36month contract that was signed in [redacted] We are willing to release the customer upon receipt of the final payment of $[redacted]
 
 
 
Sincerely,
 
SAFE Security
PO Box 5164
San Ramon, CA 94583