SAFE Security

Initial Business Response /* (1000, 5, 2014/04/07) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/10, 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. Contract expiration date is 11/30/14.
SAFE Security acquired the security agreement from Pinnacle Security on 03/8/13.
On 1/6/14, the customer contacted SAFE Security to inquire about her account. Customer stated that she was with another security provider and that her account with SAFE Security was cancelled.
Customer was advised of contract terms and it auto renewed for another year until 11/2014. Customer stated that she sent in a cancellation letter back in 09/2013. Customer was advised that SAFE Security did not receive the cancellation letter.
.
On 1/16/14, SAFE Security received a cancellation letter from the customer.
As one-time courtesy, SAFE Security will release the customer from the contractual agreement.
No monies will be refunded back to the customer.
Collection efforts will cease on the account.
The account has been submitted for cancellation with effective date as of 1/31/14.
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 Consumer Rebuttal /* (2000, 7, 2014/04/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because I have not yet received anything in writing confirming the closure of my account via the U.S. mail or via email, as of today, [redacted]. I cannot close this complaint until I have, in hand, a written statement of a zero balance. This should have been done at the beginning of October. When I asked customer service to send me an email confirmation regarding the closed account, they refused. I will keep the complaint open until I have that written proof.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/08/05) */
Revdex.com Response:
Good Afternoon,
Account Number: #XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
· On February 6, 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.
· Mrs. [redacted] initial contract terms end 2/6/2016. Mrs. [redacted] authorize SAFE Security to debit her account on a monthly occurrences.
· SAFE Security apologize for any inconvenience. After reviewing Mrs. [redacted] account SAFE Security has corrected the problem and will bill Mrs. [redacted] for the service call requested.
· We value you as a SAFE Security customer. We appreciate your business and look forward to working with you.
· 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

I moved into my home in Feb. 2016. Maybe a month later, I got Safe Security to secure my home. Almost immediately, I had issues with the front door locks not working properly and the camera facing the back door. I called several times and sent messages via the app. One technician could not even assist me and sent me an email asking me to contact the company that ran the app. I finally got fed up and asked how to cancel. They stated that I needed to mail in a letter of cancellation explaining everything and I did so. I wasn't until July 20?th that I received my first call stating that I was past due and still under contract. Up until that moment, I was under the impression that everything was cancelled. I am still receiving collection calls and they are refusing to cancel and giving me the run around. Even their notes are inconsistent. They only have a record of me calling once in April and once in July. I have spoken to them at least 4 times since the initial call in July to check back on the status of the cancellation notice.

Initial Business Response /* (1000, 5, 2014/11/21) */
Customer: [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
On July 2, 2007, customer signed a 36 month contract with Firstline. The initial term ended on July 2, 2010. ...

This contract will automatically continue from year to year thereafter unless cancelled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term. The current renewal term ends on July 2, 2015.
SAFE Security has not received any signed written request from the customer to cancel their alarm service contract.
SAFE Security upgraded customer's cellular radio in October 2014 at no cost to the customer.
SAFE Security is currently working with customer to repair 2 glass sensors and 1 door sensor at no cost to the customer.
SAFE Security is also negotiating with customer for a new contract including additional upgrades to the customer's alarm system and rate change.
SAFE Security is agreeable to honor the customer's request to cancel provided we receive a signed written cancellation letter from the customer and that the customer pays the remaining balance of contract for the existing contract terms. Balance of contract is $335.02.
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 Business Response /* (4000, 13, 2014/04/08) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer # XXXXXXX, our records indicate the following:
Mrs. [redacted] called in on March 7, 2014, stating she had a new furnace...

installed and it didn't trigger her smoke detectors.
We sent Mrs. [redacted] (2) contacts (at no charge) and set up a service call with our third party dealer Intercontinental Security.
Mrs. [redacted] called back in stating she is having supervisory issues with the back window zone falsing.
Intercontinental is scheduled to service Mrs. [redacted] on April, 11 2014 at 9:30 AM.
Mrs. [redacted] has been in direct contact with Safe's Customer Service Rep, [redacted], and has been informed of how we are proceeding on her 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]
Service Dispatch Supervisor
Initial Consumer Rebuttal /* (4200, 15, 2014/04/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will respond after April 11 when Intercontinental is scheduled for the third time to repair/replace the faulty window sensor. I requested another month of free "service" since I am now entering my second month of no working alarm. I will also ask the technician to test the fire alarm which was moved to the correct spot on the wall. The last technician did not bring the smoke gun so he was not able to show me that it worked. I will let you know after the April 11 service call and after I receive the 2nd month free certificate if I am satisfied. I appreciate your assistance in this matter.

Initial Business Response /* (1000, 5, 2014/11/06) */
Date: 11/6/2014

[redacted] Tree Terrance [redacted] XXXXX

Re: [redacted] - Customer # XXXXXXX

SAFE Security is responding to your complaint dated 11/3/14.


After carefully reviewing...

all documentation in your file, SAFE Security has cancelled Mr. [redacted] account effective 12/2013 and deem the account satisfied and paid in full.

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 Business Response /* (1000, 6, 2014/03/10) */
Re: [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
7 [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.
Your account balance is $0 and you have no further obligation to SAFE.
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.

CC: [redacted]
Initial Consumer Rebuttal /* (3000, 8, 2014/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not a response to my complaint regarding improprieties in the termination of my account #XXXXXXX with Safe Security. It is a routine form letter that fails to address the deceptions practiced by Safe Security with regard to the termination of my account with them. As stated in my complaint, I had raised early termination concerns with the Pinnacle Security representative at the time of their contract renewal, anticipating a house sale and move within a year, and had been assured that, as a long-time Pinnacle customer, early termination would not be a problem. Pinnacle subsequently sold the contract to Safe Security, and no notification was given to us. When we did sell our house and moved about ten months later, Safe Security demanded that we buy out the full 42-month contract. Upon my protestations, we reached an agreement whereby I would pay regular monthly fees through November 2013, at which time I would be considered to have fulfilled my obligation. I did so via auto-payment withdrawals from my bank. When I realized in March 2014 that these payments were still occurring I called Safe Security and was told that I continued to owe the balance on the 42-month contract. I was told that I had not properly notified Safe Security in writing in June 2013 of the sale of my home. This seems to be a common thread among complaints lodged against Safe Security on Web sites like YELP! I do not recall being told to write a letter to Safe Security, although my wife and I were meticulous and thorough about notifying every other service with whom we had business relationships affected by the move. I am not certain, in any case, why a letter would be necessary, since Safe Security insists upon account number, address, phone and password verification in all such verbal communications. In other words, they knew they were being directed by me.
Jumping forward to the present, in my phone conversation with Safe Security's financial office representative in March of this year, she eventually responded to my protests by offering to close my account if I would pay a one-time fee of $385.85, which I reluctantly agreed to and immediately authorized by credit card.
I cannot help but feelalong with, I gather, many other peoplethat these practices by Safe Security amount to extortion. Field and service representatives say one thing to customers, and then the company's financial department says another and demands arbitrary payments, in my case repeatedly, to extract money that was never on the table.
I feel that my original agreement to make payments through November 2013 was a more than reasonable concession, especially since I had entered into the Pinnacle Security renewal with assurances that early termination due to selling the house and moving away were not an issue; these assurances given to me by a company with whom I had had a fine relationship for many years. That Safe Security subsequently had not honored their own promise made in June 2013 and had continued to take money from me past November was a surprise that I expected them to rectify. To then find that they would demand additional payment to desist strikes me as simple extortion, and I am furious about such behavior.
Their response does not begin to address their conduct.
What I want from them is a return of the December 2013, January, and February 2014 payments ($41.99 each) and the $385.85 payment I made to them on March 3rd in an effort to terminate my relationship with them.
Again, if you check out, for instance, YELP! Reviews of this company, you will find that more than 95% of reviewers give this company the lowest possible rating, and most cite similar behavior as the cause of their unhappiness. It strongly appears that predation is this company's strong suit, and the pabulum being offered in their response to my Revdex.com complaint should not be swallowed.
Final Business Response /* (4000, 10, 2014/03/17) */
Re: [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
7 [redacted] XXXXX
To Dispute Resolution:
SAFE Security(r) ("SAFE") stands by our previous response.
Unfortunately, because [redacted] the ("Customer") signed a contract with a different company, the Customer has obligated himself to both companies for the same service; SAFE has no control or obligation for the contract he signed with the new service provider as we are not affiliated in any way.
If the Customer has any questions or needs further clarification on any aspect of the situation or agreement, please feel free to 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.
CC: [redacted]
Final Consumer Response /* (4200, 12, 2014/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not just about Safe Security's assumption of Pinnacle Security's contracts. This is about Safe Security not honoring a deal negotiated with one of their authorized billing representatives. I will reiterate that in June 2013 when we were about to move from our home in Santa Ana, California to a new home in another state, I had a phone conversation with a Safe Security billing representative about early termination of our contract, and we reached an agreement whereby I would make payments through November 2013, and at that time Safe Security would end any further financial obligation by me. Auto payment withdrawals continued through February, 2014, and in March 2014 I inquired as to why these withdrawals were continuing. At that time I was told that I would have to pay an additional $385.85 early termination fee, which I felt compelled to do.
My point throughout this complaint process has been that Safe Security has not honored terms that they proposed, and to which I agreed, in negotiations I had with their authorized billing representative in June 2013. If the person I dealt with then had no authority to make that 6-month payment deal, she should not have acted as if she did. And because she did represent herself as having that authority, Safe Security should stand by the terms of that negotiation and should refund to me the December 2013, january and February 2014 payments, as well as the March 2014 payment of $358.85 that I reluctantly made under what I consider to have been extortionate pressure.
What we have here is a company whose word cannot be trusted.

Initial Business Response /* (1000, 5, 2014/07/10) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On May 28, 2009 signed a contract with Pinnacle Security LLC, for the initial term of 39 months. The initial...

terms end on July 28, 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 their current term.
SAFE Security has received a written notification from Mr. [redacted] on 6/10/14 requesting cancellation.
Mr. [redacted] called SAFE Security on 7/1/2014 with his initial request for cancellation.
SAFE Security received a payment 6/29/14 for $49.78 which was Mr. [redacted] last payment to receive to cancel the account.
Effective 7/31/2014 Mr. [redacted] account with SAFE Security will be cancelled.
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, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SAFE Security is being unreasonable. For them to say that I was obligated to pay until July 28, 2014 is ridiculous. My term was 39 months with Pinnacle, not SAFE. It's been well over 39 months, and I've fulfilled my end of the bargain. I have no idea whatsoever where they get the July 28, 2014 date from, but they're wrong. Did they just pick a date from the calender? If it's SAFE's policy to automatically renew for a 1 year period every year, that's THEIR policy, and I have NEVER signed any type of agreement with them. This is a typical case of deceptive business practices, and they should be ashamed of themselves.
Final Business Response /* (4000, 9, 2014/07/18) */
SAFE Security will honor Mr. [redacted] request to cancel effective 7/31/14.
There are no payments due on this account, last payment recieved on 6/29/2014.
No Action needed

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]

Initial Business Response /* (1000, 5, 2014/08/25) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security agreement from CastleRock Security on 10/18/13..
Original Contract Terms: 10/07, 3 years, auto renewal...

for successive 1year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expired on 10/31/12. (Please see attached original contract agreement)
Renewal Contract Terms (Amendment): 10/13, 1 year, 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 expires 10/31/14. (Please see attached Amended Contract Renewal Agreement)
When a party to a contract "assigns" the contract to someone else, it means that party, known as the "assignor" (Pinnacle Security LLC), has transferred its rights under the contract to someone else, known as the "assignee" (SAFE Security, LP), and also has delegated its obligations to the assignee.
Under U.S. law, most contract rights are freely assignable, and most contract duties are freely delegable, unless the agreement says otherwise. This security agreement does not state it cannot be transferable or assignable.
In reviewing the account documentation transferred from Castle Rock Security, there are no notes on the account that state the customer called in to cancel service or that a cancellation letter was received. In addition, all cancellations must be submitted in writing, no verbal cancellations are accepted. (Please see security agreement, Section 2 Price and Payment Terms, Paragraph 2.3.)
On 7/31/14, SAFE Security received a cancellation from the customer.
As a courtesy, SAFE Security will release the customer from the contract terms and he account has been submitted for cancellation as of 7/31/14.
No additional monies are due from the customer.
No refund will be issued to the customer.
Please be advised that it may take up to two billing cycles for the cancellation process to be completed. Please disregard any invoices/statements you may received during this period.
Thank you.

[redacted] - Collection Manager

Initial Business Response /* (1000, 5, 2014/02/21) */
Revdex.com
Re: [redacted], [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted] S. [redacted]
[redacted] XXXXX
To Dispute...

Resolution:
In regards to customer XXXXXXX, our record indicates the following:
Since before the Customer Complaint was filed with the Revdex.com, SAFE Security(r) ("SAFE") has been working with [redacted] the ("Customer") to resolve this matter.
As was advised to the Customer on January 20, 2014, a refund request was submitted on her behalf for the monitoring services charged beyond November 30, 2013. The customer will receive the refund within 4-6 weeks.
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]
Portfolio Specialist
CC: [redacted], [redacted]
Final Consumer Response /* (2000, 11, 2014/03/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2014/02/27) */
Re: [redacted], [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted] S. [redacted]
[redacted] XXXXX
To Dispute Resolution:
In regards to customer XXXXXXX:
SAFE Security(r) ("SAFE") stands by our previous response.
SAFE considers this matter resolved. If the Customer has any questions or needs further clarification on any aspect of the situation or agreement, please feel free to 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.

CC: [redacted], [redacted]

Initial Business Response /* (1000, 5, 2014/10/13) */
Customer: [redacted] and [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
On July 3, 2012 customer signed a 36 month contract with SAFE Security. The initial term ends on...

July 3, 2015.
Customer sent a letter requesting cancellation with a received date of September 26, 2014
SAFE Security will honor customer's request to cancel provided they pay the remaining balance of contract in the amount of $485.80.
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, 2014/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To my knowledge, our contract began in 2007. We had a change of address in 2012. The SAFESecurity representative that helped us transfer out service to the new home address did not inform us that we were starting a new contract and did not inform us of any additional fees that would be charged in the event that we were to cancel service. The contract that SAFESecurity claims started m July 3rd, 2012 was initiated without my knowledge.
SAFESecurity has already mailed us a letter confirming the cancellation of our contract. There was no mention in their letter of any remaining payment or fees to be collected from us.
Final Business Response /* (4000, 9, 2014/10/22) */
SAFE Security stands by our original response
Enclosed is a copy of SAFE Security contract dated July 3, 2012
The letter that was mailed to customer was a confirmation of receipt of the customer's cancellation letter. This was not a confirmation letter agreeing to cancellation.
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.
Enclosure: Copy of SAFE Security contract dated July 3, 2012
Thank you,
[redacted]
Customer Care Manager
Final Consumer Response /* (4200, 13, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In section 1.1, under "terms, payment and renewal", the contract states that the "initial term" of the agreement is 36 months. The term INITIAL is defined as "occurring at the beginning". Because we were told by the SAFESecurity sales representative that this was simply a "transfer of service" to our new address, we understood the word INITIAL to refer to the beginning of our contract started in 2007, in which our obligation had already been met.

Initial Business Response /* (1000, 5, 2015/01/13) */
In regards to customer XXXXXXX, our record indicates the following:


* On June 20,2009 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 39 months. This agreement automatically...

renews for successive one (1) month 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 received an written notification from Mr. [redacted] requesting to cancel on 5/27/14.
* Mr. [redacted] account had been sent to ICS collections Agency for a non-payment for the following months of March, April, May and June 2014 in the amount of $213.96.
SAFE Security has contacted the ICS Collection Agency to advise that your account has not been deem satisfied, all collection efforts will continue until the amount above is paid in full.
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 Business Response /* (1000, 5, 2015/11/28) */
SAFE Security does not have a sales team in [redacted], but we do acquire contracts from security companies in [redacted]. Prior to acquiring the contract, we contacted Ms. [redacted] and she confirmed she was a satisfied customer. We were unaware...

of any issues at the time the account was transfered to SAFE.
In order to cancel security, SAFE typically requires written documentation from the contract signer. When Ms. [redacted]'s daughter contacted us requesting to cancel, we provided options to cancel the security without having something in writing from Ms. [redacted]. To date, we have not received verbal or written confirmation from Ms. [redacted] confirming she does not want security, documentation confirming Ms. [redacted] moved or documentation authorizing her daughter to cancel Ms. [redacted]'s security.
Based on all information received, as an exception, SAFE has decided to transfer the contract baack to the originating security company without the requested documentation. We are in the process of canceling the billing.

Initial Business Response /* (1000, 5, 2014/12/15) */
In regards to customer XXXXXXX, our record indicates the following:

On May 22, 2007 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 36 months. The initial terms ends on May 22, 2010. 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. Pinnacle merged with Castle Rock.

On May 27, 2011 [redacted] agreed to a lower rate for 12 month contract with Castle Rock Security/Pinnacle starting November 22, 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.

· Mr. [redacted] called SAFE Security on 12/3/2014 with his initial request for cancellation.

· SAFE Security have not received a written notification from Mr. [redacted] requesting to cancel 30 days prior to his term date of 11/22/14.

SAFE Security will honor Mr. [redacted] request to cancel provided he send us the remaining balance of contract in the amount of $409.89.

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, 2014/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the proposal made by Safe Security. First, I have re-read Safe Security's letter informing me that they were taking over Castlerock's monitoring and alarm service responsibilites for my alarm system. There is no mention of a contract in that letter. I had no plans to cancel my service before the technician diagnosed the problem with the system. He said he fixed the unit so it would alert me if anyone broke into the house, but no signal would go to Safe Security's monitoring station. Safe Security said a new upgraded unit would cost $500.00. Since I live on a limited budget using my Social Security check, it's impossible for me to do this. I also don't think I should have to pay for the remainder of the contract since they wouldn't be servicing my alarm system. If I had known the system wasn't sending a signal to them, I definitely would have cancelled my contract 30 days prior to the renewal date. In light of the fact that my home wasn't being protected because the system was inoperable, I had to find another alarm company to protect my home. Also, I don't know why they're sending correspondence to [redacted], when my name is the primary on this account. The only solution I see is that I can pay the one month from November to December.
Final Business Response /* (4000, 9, 2014/12/23) */
In regards to customer XXXXXXX, our record indicates the following:

On May 22, 2007 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 36 months. The initial terms ends on May 22, 2010. 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. Pinnacle merged with Castle Rock.

On May 27, 2011 [redacted] agreed to a lower rate for 12 month contract with Castle Rock Security/Pinnacle starting November 22, 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.

* Mr. [redacted] called SAFE Security on 12/3/2014 with his initial request for cancellation. SAFE Security has not received a written request from Mr. [redacted] requesting to cancel services.
SAFE Security will honor Mr. [redacted] request to cancel provided he send us the remaining balance of contract in the amount of $409.89.
If Mr. [redacted] does not comply with the balance of contract, he can continue to make payments until November 22, 2015.


Thank You
[redacted]
Final Consumer Response /* (4200, 11, 2014/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the second response from this company, and it looks exactly the same as the first one. Allow me to reiterate; [redacted] spoke with customer service on 12/3/14 to inform them that their technician was able to get the unit working, however, any alarm would not be received by the monitoring station. She told him he could purchase an upgraded system for $500.00 or sign a new 3-year contract and get the new system for $395.00. Neither of these option is in the budget. If we had known that the system was going to fail, we could have sent a termination letter well within the 30-day time frame. Again, why would we want to pay for a service that's not be supplied?

Initial Business Response /* (1000, 5, 2015/06/25) */
Good Morning,
Account Number: #XXXXXXXX
Customer: [redacted]
In regards to customer XXXXXXXX, our record indicates the following:
· On July 16th 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 not honor [redacted]' s request to cancel.

· SAFE Security received [redacted]' s cancellation letter May 11, 2015.

· SAFE Security records show SAFE reached [redacted] on 05/11/2015 when customer stated that she had acquired service with another service provider.

· SAFE Security records show that when [redacted] called in on 05/11/2015 and SAFE spoke with customer explaining that customer would have had to send in cancelation letter 15 days before renewal date of January 16th 2014 . [redacted] admitted on that call that she removed the alarm system from wall on 05/09/2015 and refuses to pay balance of the contract. Customer was given balance of contract amount of ($208.69) 50% discount per contract and customer refused to pay.

· Spoke with [redacted] again on 06/16/2015 who stated that she will not make payments on the account.

· Safe records she that customer last called SAFE for service on 07/29/2013 in reference to service on the system and alarm records show that system was working until 05/11/2015 when customer removed system from the wall.

· 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 Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called multiple times for them to admit that Pinnacle was a bad company and that they bought the company but are not responsible for their errors. They stated that it was in the "fine Print". Anytime I spoke with anyone and the fact that I signed with Pinnacle originally came up in the conversation they were all like "that explains it". They bought the company and therefore as far as the customer is concerned we do not want excuses we want results. If I had been told up front about the fact that it was auto renewed or that there were no local technicians I would have NEVER signed with this company!! I did have the system removed by a reputable company because all I was getting fro Safe was emails when the system was down or set off. This is completely unacceptable. The cameras also never functioned for longer than 2 months on 2 occasions. I am not asking for a refund of any kind for faulty equipment and bad service, but I am requesting that I not have to continue to pay for bad service and faulty equipment. I feel these are MAJOR topics that customers should be made aware of verbally before signing such an agreement.

Initial Business Response /* (1000, 5, 2015/03/24) */
In regards to customer XXXXXXX, our record indicates the following:


* On August 31, 2010 [redacted] signed a addendum contract with Castlerock Security LLC, for the initial term of 12 months. This agreement...

automatically renews for successive one (1) year to year renewal terms effective 11/21/2012, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.

* Ms. [redacted] states she changed phone service to Charter Communications in June 2014 but she failed to inform Safe Security of this change. The change of phone companies was a decision made by Ms. [redacted] unbeknownst to Safe Security. This type of change will not send an alert to Safe Security indicating the phone number has changed. The customer did call in to Safe Security in February 2015 to inform us that there was a "FC" showing on the keypad of the alarm system which means FAILURE TO COMMUNICATE. This is an indication to the customer that the alarm system is not communicating with the monitoring station and that she should contact Safe Security to inquire as to why.

* It is also the responsibility of the customer to call Safe Security monthly to conduct a system test to ensure all signals are received. Ms. [redacted] did not contact Safe Security to have a test done monthly. Due to this reason, Ms. [redacted] is responsible to pay for the alarm service that has been charged by Safe Security.

* Ms. [redacted] indicated in her complaint that she feel she is entitled to receive compensation immediately from the date that Safe Security received her letter of disconnection and dissatisfaction. Ms. [redacted] letter of cancellation was received by fax on 03/21/2015. At the time the letter was received, Ms. [redacted] account had a balance of $79.98 which covers (2) months of service. Ms. [redacted] is being charged $39.99 monthly for the alarm service and out of the amount of $79.98, half of the cost ($39.99) was for a past due monthly fee that has continuously rolled over since August of 2014 and the current charge of $39.99 for the month of March 2015. (There was also a charged of $75.00 for a tech's visit to Ms. [redacted] home to change a battery in which Ms. [redacted] disputed this charge and the amount of $75.00 was reversed and removed from the bill as of 03/10/2015.)

* When requesting to cancel service, a cancellation letter is to be sent to Safe Security and placed on file for 30days before the cancellation of the account. Due to the fact that Ms. [redacted] cancellation letter was received on 03/21/2015, the 30day notice would be fulfilled as of April 2015 and Ms. [redacted] would owe another monthly fee of $39.99. The overall balance on Ms. [redacted] account would be $119.97. Safe Security is willing to forgo this amount of $119.97 that Ms. [redacted] is responsible for and cancel the account based on the receipt of the cancellation letter.

* 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 Escalation Supervisor

Initial Business Response /* (1000, 5, 2014/06/06) */
In regards to Account # XXXXXXX the billing on this account has been cancelled with no further monies owed.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/10) */
(The consumer indicated he/she DID NOT accept the response from...

the business.)
I believe I should be repaid all the cash they took for a service they never provided , they bought a contract to secure a house when they started to monitor this house why were we never contacted to see if anything was wrong when they noticed that there no service going to this house ... what kind of a security company buys a contract to provide a service, safe gaurd your property , knows that they cant actually proform this job and not only just continue to take your money but doesnt call to see if somethings not just unplugged or maybe a actual problem . it seems to me that this is a standard practice used to get as much out of each client they can even though we complain ...when I asked the customer service rep why would they keep charging if you know your not providing a service he said and I quote "we bought your contract which gives us a right to charge whether we provide a service or not and they shouldnt have sold it to us if you cancelled" .....so yes I believe that these companies are conspiring to defraud their customers I dont not believe it is a coincidence that everytime I try to cancel the service previously the contract was sold to someone else without any notice that it had been cancelled and even if that was some how true how incompetant can a security company really be to know they are your families first line of defense against crime , fire and the link to first responders and never once call to see if there is a reason why they cant monitor your service but they take your money the only explanation I can come up with is fraud ..... because Safe security cant deny I dont and never have had any equiptment as long as they owned the contract they have and yet they didnt care wether they actually provided a service
Final Business Response /* (4000, 12, 2014/06/25) */
Responding to Customer Rebuttal:
On June 14, 2007, [redacted] signed a contract with Firstline for the initial term of 36 months. The initial term ended on June 14, 2010. This agreement automatically renews from year to year thereafter unless cancelled by either of us in writing at least thirty (30) days before the end of the initial term or any renewal term.
SAFE Security acquired this customer's account on October 18, 2013.
SAFE Security received a written notification from Mr. [redacted] on May 23, 2014 requesting cancellation. However Mr. [redacted] sent the letter within 30 days from the renewal date to cancel the account.
SAFE Security honored Mr. [redacted]'s cancellation letter and cancelled the account with zero balance, effective the June 14, 2014 renewal date.
After reviewing the account SAFE Security will not be providing any refund.
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
Final Consumer Response /* (4200, 14, 2014/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
as I have said in my 2 previous responses I have tried numerous time to cancel this even with going as far as sending a not only a cancelation letter but also sending with the cancelation letter with all the uninstalled equipment. I have been told everything from the letter has been sent to soon and there was nothing I could do but wait until the contract ran out, to it has been canceled by 3 different companies (Firstline, Castlerock and Safe Security ) And its not a stretch for me to believe that Safe Security COULD have bought the contract without whomever the bought it from telling them that it wasnt a active account.... but when I take into account that this company or any company that takes pride in there proformance and try to at least provide a decent service, would continue to charge for a service that they know they arent providing I have to question their honesty , I have to wonder when I call and ask why hasnt anyone called to see why their is no signal therefore no service coming from a house that they take money to protect and I am told yes they know there was no signal but they have a contract so they bill. all this smells of fraud. not one time has anyone called to inquire about this service when they are charging to be a first line of defense and a customers link to first responders for fire,medical and criminal elements... I specifically asked the person I spoke to about whether or not they even cared they were taking money and never called to see if there was a problem with the equipment if the thought they bought a valid contract. this doesnt make any sense to me unless they never expected to receive a signal so no I do not accept this companies reply it seems to be a standard reply saying they just want the money

Initial Business Response /* (1000, 5, 2015/12/23) */
In regards to customer XXXXXXX, our record indicates the following:

* On June 2, 2010 [redacted] signed a contract with Pinnacle Security Alarm 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 30 days prior to the end of the their current term.
* SAFE Security records shows that there is no remaining payments needed on this account.
* There will be no credits applied to the account due to the account will be closed.
* SAFE Security has advise [redacted] he needs to return all of the equipment sent to him prior of his request to cancel service. Mr. [redacted] will be billed for any unreturned equipment.
* 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,

Initial Business Response /* (1000, 5, 2015/09/01) */
No charges, Safe Security will pay to return equipment, no further contact needed.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I called Monday...

and there was a quick resolution. I did contact Revdex.com right away to let them know. I am happy with resolution.