SAFE Security

Initial Business Response /* (1000, 5, 2015/08/31) */
Date: August 31, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 06/10, 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 expired on 12/31/13.
SAFE Security acquired the security agreement from Pinnacle Security on 3/8/13.
On 5/8/2013, SAFE Security received the cancellation letter from the customer.
The customer contract agreement expired on 12/31/13. The customer was responsible for making payments through the end of the contract period.
The customer was not removed from auto pay in error.
A refund will be submitted in the amount of $999.80 for monitoring services for 1/1/2014 through 8/31/15.
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, 2015/09/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
By the dates on the contract this is the refund I'm due, can't ask for much more than that, I will be waiting for the refund check. I want to thank the Revdex.com in helping resolve this matter.
[redacted] C. [redacted]

Initial Business Response /* (1000, 5, 2015/04/30) */
In regards to customer XXXXXXX, our record indicates the following:
· On May 3, 2007 [redacted] signed a contract with Pinnacle Security, LLC, for the initial term of 36 months. [redacted] renewed the contract April 7, XXXXXX....

This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than30 days prior to the end of the their current term.

· SAFE Security will not honor [redacted]'s request to cancel.

· SAFE Security has yet to receive [redacted]'s cancellation letter.

· Spoke with Kristacia Heyward 04/29/2015 who stated that she will not make payments on the account.

· SAFE Security goal is to resolve your concern in a timely matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have mailed the company a letter of cancelation several times beginning at the end of December and in January. I have a copy of one of the emails. On April 30th 2015. I faxed the company a copy of my letter of cancellation that I sent in after speaking with a representative to the company .
Final Business Response /* (4000, 9, 2015/05/06) */
In regards to customer XXXXXXX, our record indicates the following:
* On May 3, 2007 [redacted] signed a contract with Pinnacle Security, LLC, for the initial term of 36 months. [redacted] renewed the contract April 7, XXXXXX. This agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than30 days prior to the end of the their current term.

* SAFE Security will not honor [redacted]'s request to cancel.

* SAFE Security has yet to receive [redacted]'s cancellation letter.

* SAFE Security record show that attempts to reach Ms. [redacted] on Dec 18th, 19th, 22nd, 23rd, 26th and 29th, 2014 when customer stated that she had acquired service with another service provider.

* SAFE Security records show that [redacted] called in on 12/12/2014 (Friday) requesting service and Tech Force Service Dealer was dispatched 12/16/2014 (Tuesday). [redacted] did not respond to calls and did not call back until 12/29/2014 to cancel service .

* Spoke with [redacted] 04/28/2015 who stated that she will not make payments on the account.

* SAFE Security goal is to resolve your concern in a timely matter.
Final Consumer Response /* (4200, 11, 2015/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emailed the company a cancelation letter. I have also faxed a cancelation letter. My cell phone records do not show any calls from this company. I also have a confirmation that the fax was sent.
I am not satisfied with this company . They are lying

Safe Security will continue to invoice clients for months following the expiration of contract and following several phone and email notifications to STOP service. You do not want to deal with this industry predator. Do not trust this firm business practices.

Complaint: [redacted]I am rejecting this response because: this is unacceptable, they will repay us the full amount that was debited from our account or I will pursue this issue further. They have NOT supplied documentation stating only one year can be refunded.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/03/16) */
In regards to customer [redacted], our records indicate the following:
Since we were notified of the issue, we have attempted to resolve the customer's concerns and issues. SAFE was not the installing company and in practice we...

require that all installation companies provide customers with details of the contract that they are signing with SAFE Security. We do place the accountability on the customer to understand the terms of the contract that they have signed with another provider and do not require that our installers cover this as it is the responsibility of the party signing. We do as a courtesy to [redacted] we release her from contract terms. The account has been submitted for cancelation. The contract terms have been satisfied and no additional monies are due from the customer.
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.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the cancellation of my contract but question the 2 more billing cycles to complete this process as my accounts have been changed due to being hacked and having to open new accounts due to the problem. I believe I have paid an initial cost and submitted requests for termination before a week had passed ** two more billings are uncalled for by my account. This company did not remind me of contractual obligations upon signature and were barely out of their teens, fresh from Utah! I am grateful for their cancelling of the contract and they were the installing company of this new system.
Final Business Response /* (4000, 9, 2015/03/24) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
Since we were notified of the issue, we have attempted to resolve the customer's concerns and issues. SAFE was not the installing company and in practice we require that all installations companies provide the customers with details of the contract that they are signing with SAFE Security. We do place the accountability on the customer to understand the terms of the contract that they have signed with another provider and do not require that our installers cover this as it is the responsibility of the party signing. We do as a courtesy to [redacted] we release her from contract terms. The account has been submitted for cancellation. The contract terms have been satisfied and no additional monies are due from the customer.
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.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed.
Thank you,
[redacted]
Final Consumer Response /* (2000, 11, 2015/03/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/04/23) */
We will reach out to the customer again to try to facilitate a solution. The video cameras were installed by a third party, and was not part of the contract we have on file.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/03)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
To this day I have not received any type of written offer regarding the new price from the company, at the moment I'm still waiting for solution from the company regarding the services that they provide me.
Final Business Response /* (4000, 9, 2014/05/16) */
SAFE has agreed to the contract terms of 24 months at a rate of 47.95 for Mr. [redacted]. SAFE is currently attempting to get in contact with him and will send him a new 24 month agreement.

Initial Business Response /* (1000, 5, 2015/05/12) */
In regards to customer XXXXXXX, our record indicates the following:

Contract Terms: 06/14/2007, 3 years, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the...

contract term.

After carefully reviewing all documentation in Mr. [redacted] file we SAFE Security has sent your account to an offsite collection agency for non-payment.
SAFE Security did not receive a written notification for cancellation from Mr. [redacted]. Without a written documentation requesting to cancel the account will remain open.
SAFE Security has forward your account to collections and will continue to make collections efforts for the remaining balance.


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




Thank you,

[redacted]
Premier Supervisor

Initial Consumer Rebuttal /* (3000, 7, 2015/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
SAFE Security was called about canceling the service back in the fall of 2014, but did not. I will send a written notice about cancelation if they want one. However, given the ease of confirming identity over the phone, this is simply an impediment to quickly canceling service. I will send you a copy of that letter before the 27th.
There remains the outstanding issue that they have never written about doing a checkup on the alarm system or servicing it to ensure that it was working properly. It has never worked properly and about two years ago, it simply stopped working. And given the fact that they are charging for "service" for a system that has not worked, and one that they did not service or make an attempt to service, makes it robbery. I stand by that statement. Asking for payment for a service they are not properly providing is wrong. How can they do that?
In their response, they do not address this problem. Why?
Again, I am a senior citizen on a fixed income and have many medical bills. My wife was recently diagnosed with breast cancer. I cannot afford to pay for a service that does not do what they say it does. What they are doing is unconscionable and unethical.
Kind regards,
[redacted]
Final Business Response /* (4000, 9, 2015/05/27) */
In regards to customer XXXXXXX, our record indicates the following:

Contract Terms: 06/14/2007, 3 years, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.

After carefully reviewing all documentation in Mr. [redacted] file we SAFE Security has sent your account to an offsite collection agency for non-payment. The account is Closed.
SAFE Security has forward your account to collections and will continue to make collections efforts for the remaining balance.
If you would like to contact the outside collection agency please call X- XXX- XXX-XXXX.

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]
Escalation Premier Department

Final Consumer Response /* (4200, 13, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To you the Revdex.com and to Safe Security,
I am glad the account has been closed, but to send this account to a collection agency is unconscionable. I refuse to pay standing on the ground of common sense. How can I pay for something that never worked properly?
Again, how can I be charge for a service that has not worked? They NEVER made an effort or even made a check to see if the service was working. It is unreasonable and cold and ROBBERY for them to do this.
They may not believe that I am a senior citizen living on a fixed income and the fact that my wife HAS BREAST CANCER. I am and she is sick. We have been married for 43 years and I have never left her side and at this moment in time, I need to dedicate all my time, energy and money to her care.
I WILL NOT GIVE my money to a company when my wife's life is in question. For this company to ruthlessly, blindly and unethically pursue payment and then send my money to a collection agency simply shows that do not care about people. They don't care about their business either. If they took care of their customers, this would not be happening.
I will not pay and ask that they cancel what they charge and remove my name from the collection list. I need my money for the care of my wife. Insurance does not cover all the cost of care for the sick.
[redacted]

Initial Business Response /* (1000, 5, 2015/02/11) */
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/2007, 3 years, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expiration date...

is 05/31/15. (Please see attached security contract agreement)
SAFE Security acquired the security agreement from Castle Rock Security on 10/18/13.
Please see Page 1, Section 2: Prices, Payments , Financial Disclosure and Term:, Paragraph 2.4; Term:
Term. For monitoring service, the initial term of this agreement starts on the day monitoring services begin and continues for thirty-six months and will automatically continue from year to year thereafter unless cancelled by either of us in writing at least thirty days before the end of the initial term or any renewal term.
On 10/31/14, a cancellation letter was received from the customer.
The contract auto renewed for another year until 5/31/15 since a cancellation letter was not received from the customer prior to 4/30/14.
The customer signed the contract indicating that she understood the terms and conditions of the contract.
To resolve this issue, the customer will need to send a balance of contract payment in the amount of $316.04. Once the payment is received, the account will be submitted for cancellation.
It may take up to two billing cycles for the cancellation process to be completed. Please disregard any invoices/statements you may receive during this period.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.

[redacted]
Collection Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/02/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They failed to take responsibility for our home being burglarized 4 times. We lost a lot of our personal belongings and money.
We feel they should release us from our contract since they failed to provide security to us.
Final Business Response /* (4000, 9, 2015/02/27) */
Contract Terms: 05/2007, 3 years, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expiration date is 05/31/15. (Please see attached security contract agreement)
SAFE Security acquired the security agreement from Castle Rock Security on 10/18/13.
SAFE Security is responding to your Revdex.com Rebuttal Response dated 2/22/15.
On 4/10/14, SAFE Security received a burglar alarm signal from the residence. SAFE Security called [redacted] at XXX-XXX-XXXX, and left a voicemail message. SAFE Security called [redacted] at XXX-XXX-XXXX no answer and no message was left. SAFE Security called[redacted] at XXX-XXX-XXXX and left a voicemail message.
On 4/10/14,[redacted] retuned the call to SAFE Security and stated the home had been vacant for two months and it was up for sale.[redacted] requested that SAFE Security dispatch the police again. SAFE Security contacted the police department and the police were dispatched to the residence.
On 4/10/14, [redacted] returned the call to SAFE Security and stated that squatters might have a key and wanted to make sure that SAFE Security continued to call the police if we could not reach the customer when the alarm went off.
On 6/19/14, SAFE Security received a burglar alarm signal from the residence. SAFE Security called spoke with [redacted] advised SAFE Security to dispatch the police. SAFE Security contacted the police department and the police were dispatched to the residence. Police Department Incident # [redacted].
On 7/17/14, Security received a burglar alarm signal from the residence. SAFE Security called [redacted] and she advised SAFE Security to dispatch the police. SAFE Security contacted the police department and the police were dispatched to the residence.
Police Department Incident # [redacted].
On 7/18/14, Security received a burglar alarm signal from the residence. SAFE Security called [redacted] at XXX-XXX-XXXX, and left a voicemail message. SAFE Security called [redacted] at XXX-XXX-XXXX no answer and no message was left. SAFE Security contacted the police department and the police were dispatched to the residence. Police Department Incident # [redacted].
On 8/21/14, [redacted] called SAFE Security and requested to cancel service as the customers had sold the home. Customer was advised of contract terms with expiration date of 5/31/15. Customer was also given the balance of contract amount $404.91 with a 35% discount of $263.19. Customer stated that she would call back on 8/29/14 and make payment.
On 8/25/14, [redacted] called SAFE Security and stated that they should not have to pay balance of contract amount since he moved and will no longer be in the home and stated this should cancel out his contract. Customer was advised although he was no longer living in the home, that he signed a contract and that he was still liable for the terms of the contract agreement.
On 9/22/14, [redacted] called SAFE Security and wanted to negotiate the balance of contract payment stating had no funds, had a short sale on the home. Customer was offered a 50% discount of balance of contract payment $202.45. Customer stated could not afford that and requested to settle for $89.98. Customer was advised that his offer could be not accepted.
On 10/21/14, [redacted] called SAFE Security to make the balance of contract payment with 50% discount of $202.45. Stay was advised the account was on auto pay and a payment of $44.99 had been applied towards the account, which reduced the balance of contract amount to $157.42. [redacted] gave authorization to post date a payment for $157.42 to be debited from the customer's bank account on 10/10/14. [redacted] also stated that she would send in a cancellation letter.
On 10/13/14, SAFE Security contacted [redacted] to advise the payment $157.42 scheduled on 10/10/14 did not go through. [redacted] stated that she would check her records and call back tomorrow. The customer did not call back.
On 11/11/14, SAFE Security contacted [redacted] gave authorization to debit $157.42 from the customer's bank account on 11/11/14. The payment did not go through again.
SAFE Security did their due diligence each time a burglar alarm signal was received and dispatched the police to the residence.
The customer acknowledged that they owe the balance of contract as attempts were made by the customer to pay the balance of contract amount.
To resolve this issue, the customer will need to send a balance of contract payment in the amount of $157.42. Once the payment is received, the account will be submitted for cancellation.
It may take up to two billing cycles for the cancellation process to be completed. Please disregard any invoices/statements you may receive during this period.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.

[redacted]
Collection Manager

Initial Business Response /* (1000, 5, 2015/06/05) */

Account Number: XXXXXXX
Customer: [redacted] / [redacted]

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

On May 30, 2012 signed a contract with Desert Defense Security LLC, for the initial...

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

Mrs. [redacted] called SAFE Security on 5/29/15, stating account should have been cancelled but the customer contract terms didn't end until 5/30/15.

Mrs. [redacted] called SAFE Security on 5/29/2015 stating she sent in a cancellation letter, which SAFE Security received the cancellation letter on 11/2014.

SAFE Security has honored Mrs. [redacted] request to cancel effective 5/30/2015. There will be 1 month refund issued on this account in the amount of $34.99.

* The account was in a past due status when Mrs. [redacted] called on 05/29/15. Mrs. [redacted] made a payment of 99.90. The payment of $99.90 was a charge of $34.99 which was June 2015 payment.

* This amount of $34.99 will be refunded back to the customer due to the overpayment.

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, 11, 2015/06/29) */
Billed for a cancelled contract.
I received a bill for a contract I officially cancelled on May 30, 2015. The bill is for services between June 1-30, 2015. I filled a complaint with Revdex.com in May, 2015 and was informed by Revdex.com that the contract would conclude on May 30, 2015 and a refund of was going to be issued. Now, I'm receiving a bill for June. Also, I confirmed with Safe Security agent on May 30, 2015 (after I paid $99.90 for three months of service March-May, 2015) that the contract was officially cancelled and I would not be billed any further.
Final Business Response /* (4000, 13, 2015/07/14) */
We have received the consumers complaint. We are researching the issue and will respond accordingly once all information has been compiled.
Regards,
SAFE Security

Initial Business Response /* (1000, 5, 2014/06/03) */
Date: May 30, 2014
Revdex.com Response: [redacted] J [redacted] - Case# XXXXXXXX
Re [redacted] J [redacted] - Customer # XXXXXXX
Contract Terms: 01/11, 3 years, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no...

less than 30 days prior to end of the contract term. Contract expiration date is 1/30/15.
On 5/1/14, customer made balance of contract payment in the amount of $199.88.
On 5/8/14, SAFE Security received the cancellation letter from the customer.
The contract terms have been satisfied and no additional monies are due from the customer.
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.
Thank you.

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

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18, 2015
Re: Case #XXXXXXXX
We are in receipt of the written complaint regarding case # XXXXXXXX.
In our attempt to respond to this complaint, we were unable locate any customer record associated with the name...

and/or address listed on the notice. We cannot take any further action until we are provided information (such as the customer ID) that will enable us to correctly identify the customer who is awaiting our response.
If you have any questions, please contact a SAFE Security representative at (XXX) XXX-XXXX.

Regards,
SAFE Security
Initial Consumer Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been in contact with them no fewer than three times and they certainly do have this information which was provided to them both in snail mail and email form. The most recent communication from them was that they would implement the transaction within 72 hours but would not provide any written or email communication confirming the date when it was completed. They also did not respond to my request to contact the local police to explain and apologize for their error nor did they respond to my request to have written confirmation that my account balance was clear.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2015/12/28) */
Case #XXXXXXXX
We are in receipt of the written complaint regarding case # XXXXXXXX.
In our attempt to respond to this complaint, we were unable locate any customer record associated with the name and /or address provided to us through the Revdex.com website.
The phone number and address that have been provided along with the name on this Revdex.com complaint do not match any of our customer files. Please assist us by ensuring that the address listed on this complaint matches the address of the site we are servicing for you. Also, providing us with your customer ID number (which can be found on any SAFE Security invoice/bill) will enable us to correctly identify you.
If you have any questions, please contact a SAFE Security representative at (XXX) XXX-XXXX.

Regards,
SAFE Security

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

[redacted] c/o Dispute Resolution:
This is notice that your account with SAFE Security ("SAFE") is in the process of being cancelled in accordance with your original contract terms, signed on January 6, 2009.
Your account balance is $0 and you have no further obligation to SAFE, as your auto draft was terminated after your February 6, 2014 payment. Check # XXXXXXXXXX in the amount of $46.99 was received as payment for your final month of service and was not drafted from your bank account as indicated. No refund is due.
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.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The termination letter was received by Safe Security Feb. 5, 2014. The Feb. 6 payment was for the following month since Safe Security bills one month in advance. It seems to me the one month termination policy was met by me. Safe Security should also produce the contract of which I signed with them. There is no such contract because I never signed a contract with Safe Security. My contract was sold to Safe Security by Pinnacle Security and nothing was ever signed with Safe by myself. The payment made on Feb. 6, 2014 should have been the final payment required by me. The payment made on March 20, 2014 should be refunded to me. This payment was sent by my bank. It was never indicated that this payment was drafted from my bank.
Regards,
[redacted]
Final Business Response /* (4000, 10, 2014/05/09) */
A refund request in the amount of $46.99 has been submitted for account # XXXXXXX. Please allow 4-6 weeks to process.
Regards,
SAFE Security
Final Consumer Response /* (2000, 12, 2014/05/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Their proposed resolution is accepted.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2014/04/18) */
The Customer account is in the process of being cancelled with a 0 balance. No further obligation is due to SAFE Security.
Initial Consumer Rebuttal /* (3000, 8, 2014/04/22) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
They are only now acknowledging that my account is canceled because I called multiple times and wrote in and was given incorrect information, but finally was given the option to pay off the account and then they would review to see about closing the account. No other concerns were addressed in their Revdex.com response proving to me, that their customer service skills are lacking. Will I be receiving a refund for my time wasted and for their poor customer service or are they going to continue to ignore my request?
Final Business Response /* (4000, 10, 2014/04/28) */
Revdex.com April 28, 2014
Re: [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
815 McGrath Rd # 8-P
Fairbanks, AK XXXXX
To [redacted] c/o Dispute Resolution:
This is notice that your account with SAFE Security has been cancelled based on the 50% of the balance of contract settlement agreement made over the phone.
No refund is due since you moved from Colorado to Arkansas and refused to transfer service during your contracted term.
Your account balance is $0 and you should no longer receive billing correspondence from us.
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]
Final Consumer Response /* (4200, 14, 2014/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Safe Security is still not addressing the fact that I was given incorrect information on multiple occasions. Nor do they understand what cancellation of service means. If I am paid in full and the contract is terminated then I have no legal responsibility to a home that no longer belongs to me. Also, after treating me so rudely and giving me incorrect information, why would I return to a company or refer them?! I have fulfilled my obligation and they have yet to address their internal problems. If they cannot admit their mistakes they will never succeed and never win back my business. I also work in home warranties and real estate and have many connections and I will be sure that everyone knows what a disreputable company Safe Security truly is.

Initial Business Response /* (1000, 5, 2015/12/09) */
December 9, 2015
Re: Account #XXXXXXX
[redacted]
[redacted] Hall Lane
[redacted] XXXXX
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 regarding the statement of; "I have not lived at the previous address for over a year. I've resent a cancellation letter and received no response."
We have reviewed all notations, conversations and correspondence reflective of the account history and will cancel the contract and thereby cancel this customer's account effective immediately.
SAFE Security's goal is to resolve customer concerns in a timely matter.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Sincerely,
SAFE Security
PO Box 5164
San Ramon, CA XXXXX

Initial Business Response /* (1000, 5, 2016/02/08) */
In regards to customer [redacted] our record indicates the following:
· After reviewing the customer's account our records show that the account is closed.
· SAFE Security has cancelled out the account effective immediately per...

the customer's request.
· SAFE Security apologizes for any inconveniences.
SAFE Security's goal is to resolve customer concerns in a timely matter.
Please feel free to contact us at ([redacted] Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Sincerely,
SAFE Security
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2016/02/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/04/20) */
In regards to customer XXXXXXX, our records indicate the following:
SAFE Security has cancelled [redacted] account effective 3/20/2015.
SAFE Security has refunded [redacted] for the amount of $799.84 as requested. SAFE...

Security has mailed out [redacted] refund U.S mail effective 4/20/2015.
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 if you have any question.
Thank you,

[redacted]
Customer Care Supervisor

Initial Business Response /* (1000, 5, 2015/06/18) */
Revdex.com Response:
In regards to customer XXXXXXX, our record indicates the following:
On October 29, 2010 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 42 months. The initial terms ends on April...

29, 2015. 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 May 23, 2014 with his initial request for cancellation. SAFE Security had not received a written request from Mr. [redacted] requesting to cancel services.

-SAFE Security will honor Mr. [redacted] request to cancel. Effective 4/30/2015 SAFE Security has cancelled the account.

-As of SAFE Security has received the cancellation letter from Mr. [redacted] we will apply the letter to the account 5/5/2015.

-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.
Thank you,
[redacted]
Premier Supervisor
P.O. Box [redacted]
[redacted]
[redacted] CA XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
www.safesecurity.com

Initial Business Response /* (1000, 5, 2015/08/24) */
Date: August 21, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 09/2010, 42 months, auto renewal 1 year s (Renewal Term) unless cancelled in writing no less than 15...

days prior to end of the initial or renewal term. Contract expires 3/30/16.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
The customer is disputing the balance due and stating that a cancellation letter was emailed to SAFE Security.
As of today, SAFE Security has not received a cancellation letter from the customer.
In reviewing the account history, there is no account documentation of the customer calling SAFE Security to report an issue with the alarm system or discussing cancellation of service.
On 6/5//15, SAFE Security spoke with Mrs. [redacted]. She stated that she was going to make a payment through online billing. At that time, the balance due was $106.98.
On 6/22/15, SAFE Security contacted customer to advise payment had not been received. The customer stated that he would have to speak with wife and call back.
On 6/26/15, SAFE Security spoke with Mrs. [redacted] and she stated she would send the payment.
On 7/1/15 and 7/9/15, messages were left for the customer, with no response.
On 8/10//15 SAFE Security received $107.00 payment from the customer. After the payment was posted to the account, the new balance due is $106.96.
On 8/13/15, SAFE Security contacted customer and he stated that he would give the message to his wife.
On 8/14/15, SAFE Security spoke with Mrs. [redacted] and she stated that had cancelled the service. Mrs. [redacted] was advised that SAFE Security had not received a cancellation letter and that the balance on the account was still due.
Please see attached contract Section Certain Terms and Conditions, Paragraph 2.3 For Services.
NOTE: Verbal cancellations are not accepted.
To resolve this issue, the customer is requested to fax proof of the cancellation request email previously sent to SAFE Security to fax number (XXX) XXX-XXXX. The cancellation email must be dated on or before 3/15/15, in order to stop the contract agreement from auto renewal. SAFE Security will research the email and cancellation letter.
In the event it discovered that in fact the cancellation letter was received prior to 3/15/15, SAFE Security will release the customer from the contract terms and submit the account for cancellation.
If the customer cannot provide proof that the cancellation letter was emailed to SAFE Security, then the customer is responsible for the balance of contract amount $746.96.
Until such time the customer can provide proof that the cancellation letter was emailed to SAFE Security prior to 3/15/15, the customer will be held to the contract terms.

Initial Business Response /* (1000, 5, 2015/07/02) */
Account Number: #XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
· On May 22, 2012 [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.
· Mr. [redacted] called SAFE Security requesting to cancel on 5/5/15. SAFE Security will honor Mr. [redacted] request to cancel. However
· SAFE Security will cancel out the account however there is a payment of 49.99 due on the account for May. Please send in your last payment to fulfill the account contract agreement.
· 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
P.O. Box 5164
2440 Camino Ramon, Ste 200
San Ramon, CA XXXXX
Tel: XXX-XXX-XXXX, ext. 4115
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept these terms and when I get paid next I will pay the final bill. Thank You.

Initial Business Response /* (1000, 5, 2014/08/15) */
Date: August 13, 2014
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired (purchased) the security agreement from Pinnacle Security on 3/8/13.
Contract Terms: 05/2008,...

60 months, auto renewal annually, unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 5/31/15.
On 5/19/14 customer contacted SAFE Security to pay the balance due at that time of $93.98 and requested to cancel service. The customer was advised to send in a cancellation letter.
Per the contract agreement, SAFE Security needed to receive a cancellation letter from the customer no later than 4/30/14 to avoid the contract from auto renewal. Please see attached security agreement section 2 Certain Terms and Conditions, Paragraph 2.3.
As of today, SAFE Security has not received a cancellation letter from the customer.
To proceed with the customer's request to cancel service, the customer must send a signed cancellation letter to SAFE Security by either way of communication below:
Email: [redacted]@safesecurity.com (scanned copy of cancellation letter w/signature)
Fax# (XXX) XXX-XXXX
As a courtesy once the cancellation letter is received, SAFE Security will honor the cancellation letter with the effective date of 5/31/14.
The cancellation process may take up two billing cycles to be completed, so please disregard invoices/statements you may receive during this period.
Until such time cancellation letter is received, the customer will held to the contract terms.
Thank you.

[redacted]
Collection Manager
Safe Security
Tel: XXXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have the email with the attached document that was sent to [redacted] who apparently does not work there any more, and we were told there has been many complaints against [redacted] We were conversing with [redacted] who was giving us the run around. He first told us we were all set when we told him over the phone in April "that we wanted to cancel". Then we received another bill and that is when he told us we needed to send in a letter, and so we did email that letter. (which we do have a copy of along with the email)
So we did what we were told to do. We do not believe we should have to pay anything.
Final Business Response /* (4000, 9, 2014/08/25) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your Revdex.com rebuttal dated 8/18/14.
SAFE Security acquired (purchased) the security agreement from Pinnacle Security on 3/8/13.
Contract Terms: 05/2008, 60 months, auto renewal annually, unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 5/31/15.
On 5/19/14 customer contacted SAFE Security to pay the balance due at that time of $93.98 and requested to cancel service. The customer was advised to send in a cancellation letter.
Per the contract agreement, SAFE Security needed to receive a cancellation letter from the customer no later than 4/30/14 to avoid the contract from auto renewal. Please see attached security agreement section 2 Certain Terms and Conditions, Paragraph 2.3.
On 8/18/14, SAFFE Security received a cancellation letter from the customer.
As a courtesy, SAFE Security will honor the cancellation letter with the effective date of 5/31/14.
No additional monies are due from the customer and the account has been submitted for cancellation.
The cancellation process may take up two billing cycles to be completed, so please disregard invoices/statements you may receive during this period.
Thank you.

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