SAFE Security

Initial Business Response /* (1000, 5, 2014/08/22) */
Customer: [redacted] Wade [redacted]
Account Number: XXXXXXX
This is in response to the customer's complaint.
SAFE Security has agreed to maintain the customer's existing initial contract terms of 36 months from March 8, 2013 to March...

7, 2016 with no change to rates. SAFE Security is not requiring a contract extension.
SAFE Security also agrees not to charge parts and labor cost for updating the customer's cellular radio chip from 2G to 3G.
SAFE Security has also forwarded the customer a certificate for one month of free monitoring. Customer has recently redeemed this certificate for one month of free monitoring.
Please feel free to contact us at XXXX-XXX-XXXX Monday through Friday, 6:00AM to 5:00PM Pacific Time, if you have any further questions.
Thank you,
[redacted]
Customer Care Manager

Initial Business Response /* (1000, 5, 2014/08/13) */
Customer: [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
On August 10, 2010, [redacted] signed a 42 months contract with Pinnacle Security. The initial term ended...

on February 10, 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. Ms. [redacted]'s contract automatically renewed on February 10, 2014 for one (1) year renewal term.
Ms. [redacted] contacted SAFE Security on June 11, 2013. Ms. [redacted] was requesting to cancel her SAFE Security account. Ms., [redacted] was informed of the 42 month term and that the initial term ended in February 2014. Ms. [redacted] was offered a copy of her Pinnacle contract which was declined by the customer. Ms. [redacted] was also informed that in order to cancel her SAFE Security account, the contract requires a customer signed written cancellation request that SAFE Security would need to receive 15 days prior to the end of the initial term date of February 10, 2014. The signed written letter could be sent by email or fax. Email address and fax number were provided to Ms. [redacted]. These events were confirmed from the call recording.
To date, SAFE Security has not received a signed written request from Ms. [redacted] to cancel her SAFE Security account.
SAFE Security will honor Ms. [redacted]'s request to cancel provided she sends us a signed written cancellation letter and she pay 50% of the remaining balance of contract in the amount of $135.27.
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, 2014/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was never explained that there was an auto renew on this contract even when I called in to canceled. The company was not forthright with that and appears it was possibly intentional. I have not sent in my cancelation letter as I am not prepared to have to pay to cancel.
Final Business Response /* (4000, 9, 2014/08/22) */
Customer: [redacted]
Account Number: XXXXXXX
This is in response to customer's rebuttal.
The Pinnacle Security contract that customer signed on August 10, 2010 clearly outlines the automatic renewal terms.
The Pinnacle Security contract also notes that in order for SAFE Security to cancel the customer's account, SAFE will need a written request for cancellation no less than 15 days prior to the end of the then current terms
As previously offered, SAFE Security can forward a copy of the Pinnacle Security contract to the customer for their review.
SAFE Security will honor customer's request to cancel provided she sends us a signed written cancellation letter and she pay 50% of the remaining balance of contract in the amount of $135.27.
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, 13, 2014/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is fraudulent, there are several Revdex.com Complaints and Reviews with the same situation. I originally signed up with Pinnacle, had I known that it would be transferred to Safe Security I would have never done so.
I should not have to pay to get out of this contract, I didn't have a choice in doing business with a fraudulent company. I have since sent in my request to cancel. Even during this settlement you continue to deduct money from my account and should leave it at that and cancel the service.
When I originally requested to cancel your company told me my contract ended in February, never mentioning that it would auto renew. Mr. [redacted] you actually admitted that information was overlooked in the call.

Initial Business Response /* (1000, 5, 2015/11/04) */
Account Case Number: #XXXXXXXX
Customer: [redacted]

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

* On May 16, 2016 [redacted] signed a contract with Safe Security, for the initial term of 36...

months. This agreement automatically renews for successive one (1) month to 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 will not honor [redacted] request to cancel and will hold the customer to the terms of the contract.

* SAFE Security received cancellation letter October 29, 2015.

* SAFE Security records show SAFE talked to [redacted] 10/27/2015 when customer requested that SAFE cancel account because [redacted] no longer lived at that address. [redacted] moved and did not inform SAFE of the plans to move or what options are available to customer that relocate.

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

Initial Business Response /* (1000, 5, 2015/09/15) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/09, 39 months,, auto renewal for successive 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 Security on 2/4/13.
On 7/9/15, SAFE Security received a cancellation letter from the customer.
No monies are due from the customer.
The contract terms have been satisfied.
The account has been 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.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

Initial Business Response /* (1000, 5, 2014/07/14) */
Consumer Info: [redacted]
Account Number: XXXXXXXX
In regards to consumer [redacted] account #XXXXXXXX:
After an extensive search, we can find no record of a SAFE Security account with [redacted].
SAFE Security searched by...

the consumer name, the address and phone number that was provided, as well as the account number of XXXXXXXX.
SAFE Security will gladly look into this complaint further as long as additional consumer information can be provided.
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 we should proceed.
Thank you,
[redacted]
Customer Care Manager

I tried to Cancel my service with Safe Security now 3 times. Last year I was told I could not cancel because my contract auto review in November. I was told to start the cancellation process the following October. I began canceling my service in September.Their records showed I had never called. Called again Oct 3rd top verify my account would be closed and that my contract would not auto review. Spoke with [redacted] and she told me I had to write in to cancel my contract they would not take a verbal. I wrote in Oct 3 rd and was told payment would be stopped in November. December I was rebilled and on Dec 19th I was told they never canceled my account and to call back later and they would see what they could do. Wish I would have never started using them as my alarm company. Terrible customer service and even worse customer repair service.

Initial Business Response /* (1000, 5, 2014/08/12) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On June 22, 2007 [redacted] signed a contract with Castle Rock Security, for the initial term of 36 months. ...

The initial terms end on June 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.
SAFE Security will honor a month to month agreement per conversation and commitment with SAFE on 3/14/14.
Mr. [redacted] called SAFE Security on 7/28/2014 with his initial request for cancellation.
SAFE Security has not received a written notification from Mr. [redacted] requesting to cancel.
SAFE Security will honor [redacted] request to cancel provided he send us the cancellation letter and the last month payment of $44.99.
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, 2014/08/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are lying. There never was any agreement between me and this company,we refused,though they did try to have us sign a contract(note that they do not claim a contract).Further they freely acknowledge that they heard from me on 7/28 which is enough.What they fail to say is that my wife cancelled over the phone several weeks before(due to several false alarms sending police response which we were charged for) and they said to address there website. We did that and they ignored our letter to them through that website. Just as they fail to acknowledge that my wife called them in their response and then they falsely billed us after that time. If anything they owe us for the bills we received from the city and failing to support the system in place.Once again when false alarms went off and we were not on premises over several months they made false calls to the local police department; they could not tell system failure from break ins.In the end they did not call us or the police but assumed two alarms were false(one that went off in the middle of the night scaring me any my children)right before we cancelled and put an ADT system in. WE owe them nothing and they need to desist in any claims against us just go away in writing. There should in fact be sanctions placed against this "business".They create a risk to the public depending on the service they failed to provide.Lastly if they claim that a verbal agreement was in place; Why then would a written cancellation be necessary?
Final Business Response /* (4000, 9, 2014/08/22) */
SAFE Security will honor Mr. [redacted] request to cancel effective 6/30/14 only if they put it in writing.
SAFE Security have not received a cancellation letter.
Mr.& Mrs. [redacted] signed a contract on 6/26/2007 that indicates they will put it in writing to cancel their account. (On the contract please review section 2.4 for details).
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 [redacted]
Final Consumer Response /* (4200, 11, 2014/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not have a CONTRACT with them tell them to stop now, I owe them nothing>HOLD them responsible period. I did what they asked in writing twice they denied receiving it they are disreputable and need to be held accountable I do not have to give them notice for something I never agreed to in the first place. They are playing games again they say I verbally agreed to something that I did not: why would I need to write something if their never was a written agreement in the first place? Hold them responsible stop just listening to their nonsense> I will agree to send the Revdex.com the response they are asking for only not them they are liars and this needs to be published.

Initial Business Response /* (1000, 5, 2014/03/20) */
Re: [redacted], [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted]
[redacted] XXXXX
To Dispute Resolution:
First, I would like to apologize for the experience you had with Alarm Billiken Technology, the...

installing company, and the alleged misrepresentation of your contracted services, during the initial contract signing in June 2013, as that is not how we here at SAFE Security conduct our business.
In regards to customer XXXXXXX:
SAFE Security received your Revdex.com complaint. I have reviewed our records for this matter and have decided, based on the specific facts of this situation, to cancel the customer's account effective immediately.
If there are any questions or further clarification is needed on any aspect of the situation, please feel free to contact us at X(XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
SAFE Security
Acquisitions Manager
X(XXX) XXX-XXXX

Initial Business Response /* (1000, 5, 2014/04/23) */
Account Number: XXXXXXX
Customer: Gary [redacted]
In regards to customer XXXXXXX, our records indicate the following:
On June 3, 2010, Mr. [redacted] signed a contract with Pinnacle Security for the initial term of 42 months. The...

initial term ended on December 3, 2013. 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. Mr. [redacted]'s contract automatically renewed until December 3, 2015.
SAFE Security received a written notification from Mr. [redacted] requesting cancellation 4/14/2014.
Mr. [redacted] called SAFE Security on April 4 ,2014 with his initial request for cancellation.
SAFE Security will be holding Mr. [redacted] to his contract renewal terms that end 12/2015.
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
Initial Consumer Rebuttal /* (4200, 10, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept that they let my parents out of the contract but not by the way it was handled on the phone

Initial Business Response /* (1000, 5, 2014/08/20) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
Mrs. [redacted] was told that the 2G systems are all being upgraded to 3G due to the changes with the cell towers. SAFE...

Security rep offered a 3yr contract in which Mrs. [redacted] would receive the 3G GSM at the cost of $99.00 and also included on this new contract would be the removal of the $25.00 trip charge going forward. Mrs. [redacted] requested for the $25.00 trip fee she was just charged to be credited. The representative agreed to waive the $25.00 fee that was billed on Invoice# XXXXXXXX in which the credit was created on 08/11/14 . Mrs. [redacted] then asked for the previous trip charge to be credited also. The representative stated to the customer that the previous fee could not be credited because it was already paid but reminded the customer that the first representative she had spoken with on 08/11/14 had issued her (2) certificates that would be giving her free service for two months.
Mrs. [redacted] stated she did not want a contract so the other option given to her was to pay the full rate of the equipment ($175.00) and the labor cost and the contract would not be needed. Mrs. [redacted] stated she did not want to pay for the equipment. Mrs. [redacted] mentioned cancelling services and she was advised the current contract is year to year and would expire in May 2015. Mrs. [redacted] then requested a copy of her contract which was emailed to [redacted]@bop.gov on 8/11/14. Mrs. [redacted] also requested the new 3yr contract to be emailed to her also at the same email address.
SAFE Security records show new contract was delivered (viewed by the customer) on 08/12/14 but she has not yet returned it.
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, 2014/08/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received a new box, which I did not request, after the first visit of the service tech. My alarm kept tripping and the sensor was fixed. I then mentioned that the original box was making sounds. they indicated that they were unsure what it was and told me to call them if it gives any more problems. Unexpectadly, I received a new box in the mail, which I did not request; however, due to my recent advisement that my alarm was making funny noises, after calling to ask if they sent me a new box, I believed that was what is was for. The representative on the phone never indicated at that time that I needed to upgrade my equipment and what my cost would be or anthing. It was never mentioned. So, I had the new box installed. During this time, the tech indicated the alarm would was not working. He made a phone call and they told him I needed a new radion. So, I have not had an alarm system working since this time. I was told then that my radio needed to be updated and I asked if I would be charged for this and he did not know. Now, I am being told that I do require updated equipment for the new box to work and there is a fee associated with it. My issue is that had I known this upfront, I would have kept my working old alarm box. In order to not have to pay a large amount for the equipment, I now have to sign a three year contract. I have been paying the maintance plan on my previous contract for over three years and I am being told if I do not sign a contract with Safe then any work done I will be charged by the half hour. If you are taking over my contract shouldnt you be honoring the service plan I originally had? So, I would like to have my old system back that was working or I will pay the 99 for the new system but I do not want to enter into a new contract. Also, I would like three months free montioring, since the first month is not free because I am paying for a service that is not working now. Thanks.
Final Business Response /* (4000, 35, 2014/10/06) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
Responding to Customer Rebuttal:
SAFE Security have accommodated Ms. [redacted] on requests that she has made and fulfilled the agreement we stated would be done on our end. The (2) months free certificates was sent to Ms. [redacted] on August 11, 2014 although the contract was never returned to SAFE Security.
SAFE Security will be resending the contract to Ms. [redacted] email address of [redacted]@bop.gov and it will show that Ms. [redacted] will pay $99.00 for an upgraded SIMON XT system with the CELL UNIT. The contract will show as a 12month term. As stated before, no additional free service will be given to Ms. [redacted]. We are willing to complete the installation of the new equipment once we receive the signed contract.
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Thank you
[redacted]
Premier Supervisor
Final Consumer Response /* (4200, 37, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
absolutely not. I have been paying for a service for two months that I have not recieved. I was willing to pay for the new equipment with the two free months I was receiving for service....However, it is not free when I am paying for a service right now that is not hooked up. I want an additional month that I will actually receive montitoring free or I want my origianl equipment back. This is getting rediculous. You are purposely taking time where I will not benefit any from the two month free certificates you have sent. I would like this to be resolved to I can feel safe in my own home and I would like one additional. month free. Additionally, there was never a 12 month contract sent back to me so therefore, nothing to sign. A three year contract was sent. I just learned of the 12 month contract last week. Please allow for one more month free upon my signing of the contract, where I am actually receiving the service I have been paying for. I would like this resolved immediately. I have no security system right now or give back my origianl equipment you took with out discussing this with me.

Initial Business Response /* (1000, 5, 2015/08/31) */
Date: August 31, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 08/10, 42 months, automatically renew for 1 year, unless cancelled by either party in writing no less than...

15 days prior to the end of the then current term. Contract expired on 02/28/15.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
Please see attached security agreement Page 1, Paragraph 2 Certain Terms and Conditions, Section 2.3, Sentence 2:
This agreement shall automatically renew for successive 1 year renewal terms unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
A cancellation letter needed to be received by 02/13/14, in order for the original contract term not to auto renew which was scheduled to expire on 02/28/14. Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 02/28/15.
On 10/9/14, SAFE Security received a signed cancellation letter from the customer.
The customer signed the security agreement acknowledging that she understood the terms and conditions of the agreement. The customer is responsible for the terms of the contract agreement and for monthly monitoring services through the end of contract term of 2/28/15. Although the customer voluntary removed our system, it does not release her from the legal binding security contract agreement.
The account balance is $525.67 is for monitoring services that have been billed from 11/2014 through 8/31/15. The account will continue to be billed for monitoring services each month until cancelled. The customer only owes for monitoring services thru 2/28/15 in the amount of $ 167.77. The remaining balance will be credited back on the account once it has been cancelled.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $167.77. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not aware of an automatic renewal provision and should have been informed of this provision when I originally requested the cancellation the first time. I was told that I had to wait for the original contract to end before I could cancel. This is what I did. I waited for the contract to end. As far as the $167.77, when I cancelled the agreement, my account was overpaid by $32.00, this should have been deducted from the $167.77. If Safe send an invoice for $135.77, I will pay this amount to put this maatter to rest.
Final Business Response /* (4000, 9, 2015/09/04) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal dated 9/2/15.
SAFE Security is standing by its original response sent to the Revdex.com dated 8/31/15.
Contract Terms: 08/10, 42 months, automatically renew for 1 year, unless cancelled by either party in writing no less than 15 days prior to the end of the then current term. Contract expired on 02/28/15.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
Please see attached security agreement Page 1, Paragraph 2 Certain Terms and Conditions, Section 2.3, Sentence 2:
This agreement shall automatically renew for successive 1 year renewal terms unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
A cancellation letter needed to be received by 02/13/14, in order for the original contract term not to auto renew which was scheduled to expire on 02/28/14. Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 02/28/15.
On 10/9/14, SAFE Security received a signed cancellation letter from the customer.
The customer signed the security agreement acknowledging that she understood the terms and conditions of the agreement. The customer is responsible for the terms of the contract agreement and for monthly monitoring services through the end of contract term of 2/28/15. Although the customer voluntary removed our system, it does not release her from the legal binding security contract agreement.
The account balance is $525.67 is for monitoring services that have been billed from 11/2014 through 8/31/15. The account will continue to be billed for monitoring services each month until cancelled. The customer only owes for monitoring services thru 2/28/15 in the amount of $ 167.77. The remaining balance will be credited back on the account once it has been cancelled.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $167.77. Once the payment is received, the account will be submitted for cancellation.
Until the balance of contract payment is sent to SAFE Security, the customer will be held to the contract terms.
Final Consumer Response /* (4200, 11, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I also will stand on my counter offer. If this is not acceptable, then I have nothing else to offer.

Initial Business Response /* (1000, 5, 2015/10/28) */
Re: Account #XXXXXXX
[redacted]
XXXXX X E. Street
[redacted]
(XXX) XXX-XXXX
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 SAFE account #XXXXXXX. According to our records, the first time we received notice of cancellation for this account was in September 2015, and then we received the written letter of cancellation giving us authorization to cancel this monitoring account on 9/24/2015. After receiving this documentation, we cancelled the above referenced account.
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.

Initial Business Response /* (1000, 5, 2014/08/15) */
Account Number: XXXXXXX
Customer: Kellie [redacted]
In regards to customer XXXXXXX, our records indicate the following:
Customer was scheduled for service by our third party dealer on 8/6/2014 to...

install a new GSM.
While the technician was on site he had difficulty getting the GSM to communicate with the Central Station. While removing the GSM from the panel he broke the antenna. He informed the customer he would have to get another GSM and return to install it. Customer frustrated with the entire situation said she would cancel her service with SAFE if her system wasn't up and running that evening.
SAFE Security will honor Ms. [redacted]'s request to cancel provided she send a signed written cancellation letter and she pay the balance of contract in the amount of $407.47.
Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday to advise us how our customer would like to proceed.
Thank you,
[redacted]
Service Dispatch Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2014/08/25) */
I have read the reply from Safe Security and I am very disappointed but not at all surprised.
Since my original complaint I have tried several times to get my security system fixed to no avail. I have called to very long wait times (as usual) and once when I complained about a 15 minute wait I was actually hung up on! I had to call back, go through all the prompts again and wait another 5 to 7 minutes to talk to someone. At that time I set up another appointment to have the alarm fixed, telling them I had received the part in the mail. The time before the technician said it wouldn't take him very long to install the part if he had it. I set up an appointment for 2:00. At around 1:50 I called to confirm the appointment given there history. I was told he was running behind on the previous job and would be late. Since I had plans to leave at 4:00 I asked How late he would be. I was told that my time was actually from 2-4:00 and he wouldn't be there until 4:00. I knew I would not have made the appointment time from 2 to 4:00 having plans at 4:00! I rescheduled the appointment again. At that one, the technician was late again. And again I had plans this time to take my dog to the vet. He installed the new part and we agreed that I would call when I got back to test the alarm. When I did the signal still was not reaching them and they actually sent the technician right back out. When he came back he was told to unplug everything and plug it back in to see if it would work then. At that time the technician broke the new part I had waited five days to get. They said they would send another part. Meaning I would have to schedule ANOTHER appointment after waiting for ANOTHER part!! I said no.
This has been going on for over a month. Constantly waiting for phone calls and missed appointments. I am very busy as are most people. I have not had service during this whole time and have made a payment on X-XX-XX even though I didn't have service. They also sent me a bill for $25.00 for the service call when the technician broke the new part and an additional bill for $47.99 ( I have no idea what this is for).
I have wasted a lot of my time trying to resolve this and never had a response from them after filing my complaint. I have received coupons for free months of service, but I have no service!
There response of making me pay over $400.00 to end a contract that wasn't even with them to begin with is outrageous! That is totally unacceptable and I pray you can help me in this matter.
Thank you,
[redacted]
Final Consumer Response /* (3000, 14, 2014/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can appreciate the attempt to solve this by asking for a smaller amount of money from me but I honestly don't think I should have to pay at all. I have always paid the due amount on time and in full since I've been a customer.I now have not had service since July(which I paid for) and have made several attempts to have it fixed. Wasting hours of my time in the process. My original contract was not even with this company. None of this was my fault and I don't believe I should have to pay any more money or waste any more of my time.
Final Business Response /* (4000, 16, 2014/09/18) */
Customer: [redacted]
Account Number: XXXXXXX
[redacted] ST
[redacted] XXXXX
[redacted]@yahoo.com
In regards to customer XXXXXXX, we have reviewed Ms. [redacted]'s account and would like to offer her the following options:

We work with Ms. [redacted] in making the necessary repairs to her system and she continues as a customer of SAFE.
Should she still wish to cancel, Ms. [redacted] would need to submit a cancellation request and pay the balance of her contract which has been reduced by 50%. The amount of $191.96 is the balance owed. We would then process the cancellation.
SAFE Security as mentioned before will honor the cancellation when the signed cancellation letter has been received and the balance of the contract has been paid.
Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday to advise us how our customer would like to proceed.
[redacted]
Customer Service Supervisor

After three years with Safe Security, my contract expired in April. For a month prior, the garage sensor did not work. I put in a service request. No response (I found out it was cancelled). I sent a second service request. So then I spent 2 hours on the phone with a tech attempting repair myself, sweating to death in my garage, crawling up and down my ladder, laying on the floor by the garage door. The sensor still did not work. The tech advised, since I went above and beyond, he would send a tech out free of charge to make repairs. The parts for the sensor were UPS-sent to me, but no tech contacted me via phone, mail or e-mail. I also discovered that one of my zones had never been monitored the whole time I was with them (the installer never explained the panel, etc., to me). I learned what I could from a manual on-line.
When I cancelled in April and took on a new company, Safe refused to recognize the cancellation letter I sent, after I touched base with them via email. So I sent a second letter within the week. At this point, they had already auto-drafted two month's payment (April & May). I removed all of my banking info from the site and warned them to not bill me anymore. I just received an email bill for twice the monthly fee. I am assuming it is for the "tech support." You know where I spent 2 hours of my time and energy trying to fix my garage sensor with guidance from a tech on the phone. Billed for both requests, including the one that was cancelled.
I've sent back the replacement equipment and a very detailed letter advising them that I am not paying for work that I did myself or for a service request that was cancelled. I can't wait to see what they will try next....

Initial Business Response /* (1000, 5, 2014/03/11) */
Re: [redacted], [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted] Street
[redacted] XXXXX
To Dispute Resolution:
Our apologies for the situation and this ongoing issue with your alarm system.
We here at SAFE...

Security(r) ("SAFE") can only go by the information provided at the time your service agreement was assigned to us by Pinnacle Security.
SAFE has been in the process of researching this account with Pinnacle Security for resolution.
Based on the information collected, we are unable to perform service as your location is outside of the service coverage area and therefore shouldn't have been assigned.
Effective immediately, SAFE will cancel Mr. [redacted] the ("Customers") account with a zero balance and no further obligation to SAFE.
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 Standard Time.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.

CC: [redacted], [redacted] - [redacted]

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]

Probably the worst customer service ever. They lied to me when I moved said if I wrote them a moving letter they would cancel my account. jIn stead they continued to draft my my bank even after was told my them that they would stop . None of the equipment worked very well continued to have problems with the service the key fob failed to work all the time asked several times to get new equipment but because the company was changing hands for the third or forth time nothing happened finally they sent 0ne fob and charged me additional 50 dollars.
Several of my neighbor had the service totally dissatisfied, buyer or new customers should stay alway from this company.

Initial Business Response /* (1000, 5, 2014/05/19) */
In regards to customer XXXXXXX, our record indicate the following:
On April 21, 2011, Ms. [redacted] signed a 3 year contract with Devcon Security Services. The initial term ended on April 21, 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 acquired this contract on July 29, 2013. Ms. [redacted]'s contract automatically renewed April 21, 2014 for one (1) year renewal term.
Ms. [redacted] contacted us on May 5, 2014 requesting to cancel her account. Ms. [redacted] was informed of the terms of the contract.
SAFE Security has not received any signed written cancellation request from Ms. [redacted] for this account.
SAFE Security regards contractual agreements very seriously. As such we are holding to the terms of the contractual agreement through April 2015..
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 Lead
Initial Consumer Rebuttal /* (3000, 7, 2014/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All efforts to resolve this matter with the company have been nonproductive. Their business practices have been deceptive and unethical. For this matter to be resolved, please forward a refund and process the cancellation within 14 business days. The resolution is also stated in my original request which was submitted XXXXXXXX.
Final Business Response /* (4000, 16, 2014/06/25) */
We received a letter from [redacted] referring to this Revdex.com complaint. Below is further information regarding this complaint.
SAFE Security stands by the original response on 5/19 and initial rebuttal response on 6/11.
Ms. [redacted], customer # XXXXXXX will continue to be held to terms
SAFE Security will accept Ms. [redacted]'s complaint letter dated 5/6/14 as a cancellation letter
Customer is being held to end of contract terms through April 2015.
Please feel free to contact us at XXXX-XXX-XXXX Monday through Friday, 6:00AM to 5:00PM Pacific Time, if you have any further questions.
Thank you,
[redacted]
Customer Care Manager
Final Consumer Response /* (4200, 13, 2014/06/12) */
My cancellation was sent directly to the company, forwarded to them by the Texas Attorney General and attached to my complaint filed through the FTC. I will be pursuing legal action due to fraud.

Initial Business Response /* (1000, 5, 2015/08/13) */
Good Morning,
Account Case Number: #XXXXXXXX
Customer: [redacted]
In regards to customer #XXXXXXX , our record indicates the following:
* On June 25, 2007 [redacted] signed a contract with Vison Security, 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. Mr. [redacted] contract was scheduled to renew on 06/25/2014 at the time the cancellation letter was received.
* SAFE Security will honor [redacted]' s request to cancel.
* SAFE Security received cancellation letter April 17, 2015.
* SAFE Security records show SAFE talked to [redacted] on 04/15/2015 when customer requested that SAFE cancel account because Mr. [redacted] was going to another provider.
*SAFE Security records show SAFE last talked [redacted] 08/11/2015 when customer stated that SAFE was needed to cancel his account and stop sending statements.
[redacted] on 06/05/2015 stated that would send in the final payment for June in the amount of $41.99 and failed to do so as of 08/12/2015.
*Mr. [redacted] was called 08/13/2015 and left a massage on XXX-XXX-XXXX to call back about his concerns (8:41am and 10:49am).
Thank you,
[redacted]
Retention Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to respond to each to the points that Safe Security brought up.
Account Case Number: #XXXXXXXX
In regards to customer #XXXXXXX
* On June 25, 2007 customer signed a contract with Vison Security, 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. Mr. [redacted] contract was scheduled to renew on 06/25/2014 at the time the cancellation letter was received.
Response: Even their records show the longevity we were with them. Our initial contract was with Castle Rock Security and was later bought out by Safe Security. After the end of the 3 year contract that was made with Castle Rock, we stayed with Safe Security for another 5 years. It would seem that customer loyalty would be a benefit, but instead it is a way to destroy any customer goodwill by Vison Security/Safe Security.
* SAFE Security will honor customers request to cancel.
Response: Thanks for recognizing that.
* SAFE Security received cancellation letter April 17, 2015.
Response: This goes back to their first point. They require "writing no less than 30 days prior to the end of the their current term". We met this point by having done it 69 days prior to the end.
* SAFE Security records show SAFE talked to customer on 04/15/2015 when customer requested that SAFE cancel account because customer was going to another provider.
Response: We did contact them and cancelled the service and automatic removal from our account, to which they complied.
*SAFE Security records show SAFE last talked customer 08/11/2015 when customer stated that SAFE was needed to cancel his account and stop sending statements.
Response: This starts our problem with them and the billing process. When I talked to customer service in June, was informed that the account was closed and afterwards no other payment needed to be made. Due to timing I may get one bill for July, but to ignore it. We did get a July bill and ignored it as customer service rep state. On August 7th I talked to Anna who stated she was a manager. She stated that the account was cancelled but the company had not turned off the automatic monthly billing. She was to turn it off and send a letter stating that the account was cancelled; we had no other liability to them and were to receive the letter no later than August 14. We to date have not received this letter from them. We then get a call from a [redacted] (not sure the correct spelling) to call back. I called her back on August 11 and was not in. Called back on August 15th and was able to talk to her. I find out she is from Collections and wants me to pay for July and August. I informed her that the account was cancelled and we did not have to pay. She checked and confirmed this. It is this action that started my compliant that NO ONE at Safe knows what to do or how to check before contacting. All they want to do is demand money for a cancelled service.
*Customer on 06/05/2015 stated that would send in the final payment for June in the amount of $41.99 and failed to do so as of 08/12/2015.
Response: Here we go on another problem with Safe and not researching. We made 2 last payments to them on 5/31/15 and 7/17/15. Copies of both of these checks with the Safe endorsement on the back can be made available. Also, the last statement shows the July payment and that they want July and August monitoring to be paid.
*Customer was called 08/13/2015 and left a massage on XXX-XXX-XXXX to call back about his concerns (8:41am and 10:49am).
Response: Here we go with another misrepresentation by Safe Security. Yes he did call and for all I know he was another in house bill collector. But that is not the real problem with this point. If you notice by his note he called in the morning. Well I am at work from 6:30 am till about 2:30 pm, and as the company trainer I can be working as late as 4:30pm. So I was not at home when called. I was able to contact Safe on August 17th, and the customer service rep stated that Anthony only worked in the mornings and was to leave him a message I called. Again I can only guess that this was ignored by Safe like all the rest.
Now you asked if there is any middle ground with Safe Security. I am waiting for them for as you can see I have met their requirements or exceed them. My expectation is based on the lack of trust they have exhibited to me as customer and the hostile actions by them. So based on this is what I am asking for and it appears reasonable to me:
A letter from them containing the following: apologizing for the inappropriate way they handled this cancellation of service and billing, thanking me for my service, they will not report anything negative to any credit bureau and if they do they correct it and pay all cost involved, and state that billing and service is cancelled.
Thank You for your involvement with this company.
Final Business Response /* (4000, 9, 2015/09/01) */
Good Morning,
Account Case Number: #XXXXXXXX
Customer: [redacted]

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

· On August 13th, 2015 the account #XXXXXXX was cancelled with SAFE Security along with all monitoring and billing of the account.

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

· A letter was mail to Mr. [redacted] address at [redacted] XXXXX stating the following.


[redacted] XXXXX

Re: Acct # XXXXXXX

Dear Mr. [redacted]:

Your monitoring account with SAFE Security(r) has been cancelled effective 08/13/2015. All monitoring and billing has been deactivated.

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

I would also like to assure you that at no point your account reported to the collection bureaus and shows a $0.00 balance with SAFE. If there are any negative reporting from SAFE to the credit bureau SAFE will send in the appropriate paperwork to correct any and all issues. As stated above the account, services and billing are cancelled.

We regret losing you as a SAFE Security customer.

We apologize for any inconvenience we may have caused.

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


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

A copy of the response has been sent US mail on **/**/[redacted] to the customer.
 
[redacted]
 
Re: Account# [redacted]
Complaint# [redacted]
Customer: [redacted] & [redacted]
 
We are in receipt of the written complaint regarding account #[redacted] have listed our response below to address the statements within the complaint and provided our
resolution.
 
* SAFE Security has honored [redacted] & [redacted]’s request to cancel services and the account reflects a zero balance. A copy of this letter has been sent to the
customer for confirmation.
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 5:00 PM, Pacific Standard Time.
 
Sincerely,
[redacted]
SAFE Security
[redacted]