SAFE Security

So my home security system started acting up due to bad installation. I called SAFE and they said they would fix it if I extended my contract. I didn't like that so I waited until my renewal to cancel. I sent in a letter and email as requested and told me they were never received. I also sent in a certified letter that shows delivered but they say they didn't receive. After speaking with 7 different people, getting hung up on 5+ times, 17 emails sent, 2 letters, and 1 certified letter I am told they have received the email but that they cant confirm they are cancelling my service. Customer service is a joke. Im glad I never needed their emergency services as it was likely the same.

Complaint: [redacted]I am rejecting this response because:
This company has NEVER been timely in addressing ANY manner. I called on [redacted] regarding my system not working, and I STILL do not have a service date (it is now [redacted]7). What company takes A MONTH to service their equipment. NO other utility company takes even close to this amount of time. At this time, I have been forced to find a servicer on my own to fix this equipment (I have not gotten a call from ANYONE affiliated with this company - dealers or employees in DAYS). Managers are very cavalier about system not working ("Nobody knows that your system isn't working" is the response I got to my concern about if a burglary happens and (of course) the police is not dispatched). It is clear that this company, because they think they have me over a barrel with this questionable contract, feels that they can treat me any kind of way. Amicability is over and done as this company has had SEVERAL chances to correct these issues and has refused; I would like to be released. 
 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/04/15) */
In regards to customer XXXXXXX, our record indicates the following:
On February 24, 2008 [redacted] signed a contract with Pinnacle Security, LLC, for the initial term of 36 months. This agreement automatically renews for...

successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
SAFE Security will honor [redacted] request to cancel.
SAFE Security received [redacted] cancellation letter on 03/09/2015.
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 to advise us how our customer would like to proceed.
Thank you,
[redacted]
Retention Supervisor

Initial Business Response /* (1000, 5, 2015/05/13) */
In regards to customer XXXXXXX, our record indicates the following:

· On July 7, 2007 customer signed a 36 month contract with Pinnacle Security. The initial term ended on July 7, 2010.
· On July 1, 2010,...

customer agreed to an Alarm System Installation and Detection Services Agreement. This agreement automatically renews annually on July 20th unless agreement is cancelled in writing by either party at least 30 days prior to the agreement's then-current renewal date.
· Customer sent a letter requesting cancellation received date of April 15, 2015.
· SAFE Security will honor customer's request to cancel at the next renewal date of July 20, 2015.
· SAFE Security is also agreeable to cancel this account immediately, provided the customer pay the remaining balance of contract in the amount of $89.98.


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 /* (2000, 7, 2015/05/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2014/05/27) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicate the following:
On July 28, 2007, Mr. [redacted] signed a contract with Castle Rock for the initial term of 36 months. The initial...

terms end on July 28, 2013. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term.
SAFE Security has received a written notification from Mr. [redacted] 5/2/14 requesting cancellation.
Mr. [redacted] called SAFE Security on 3/29/2014 with his initial request for cancellation.
SAFE Security will honor Mr. [redacted] request to cancel provided he send us the remaining balance of contract in the amount of $134.97
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, 2014/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We attempted to contact Castle Rock approx 30 days prior to the expiration of our contract only to find that they were out of business, it appears that there have been several monitoring companies after them who went out of business as well. all phone numbers we had were disconnected, all website addresses went no where, the bank could not tell us who was automatically debiting our account each month. after months of getting no where we were forced to have to close our bank account to make these monthly debits stop, it was at that time our bank explained that we could stop the payments to this company who ever they were. it was only then through that process we found out who they were. Had they ever reached out to us with a phone call, letter, email, or provided proper contact information in thier monthly bank debits this whole problem could've been avoided, they had no problems in getting me thier invoices after we found a way to cut off the payments. I can only surmise that the amibuity of thier contact information is by design and charactaristic of a predetory company placing thier own profits above the consumer in which they are supposed to serve.
As for how I "wish to proceed", I restate my position that safe security is to cancel our account immediately, stop harrassing us with threats of collections and harm to our credit report, and return the $404.91 that they took from us for the period in which we did not reside at the residence associated with this account.
Final Business Response /* (4000, 9, 2014/06/05) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicate the following:
Consumer Rebuttal Response
On 10/22/2013 Safe Security mailed out welcome letters notifying Mr. [redacted] that Castle Rock has partnered with Safe Security and Safe will be assuming his account.
Mr. [redacted] notified Safe security on 3/29/14 that he moved and no longer resides at the site location. On 3/29/2014 was Mr. [redacted] initial request for cancellation.
On 4/7/14 Mr. [redacted] called back to Safe security requesting to cancel and was giving the cancellation process.
SAFE Security has received a written notification from Mr. [redacted] 5/2/14 requesting cancellation.
SAFE Security will honor Mr. [redacted] request to cancel his Safe security account effective 5/2/14.
The remaining balance of contract of $134.97 has been removed and the account will be cancelled.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
[redacted]
Premier Supervisor

Initial Business Response /* (1000, 5, 2014/11/13) */
In regards to customer XXXXXXX, our record indicates the following:

* On September 16, 2010 [redacted] signed a contract with Pinnacle Security LLC, for the initial term of 42 months. The initial terms ended on March...

16, 2014. This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 30 days prior to the end of the their current term.
* SAFE Security has explained to Mr. [redacted] that SAFE will be mailing out a new contract indicating the changes that were discussed on 11/6/14.
* SAFE Security will honor Mr. [redacted] request to cancel. On 11/6/14 [redacted] has agreed to a 12 month contract at a lower rate with 2 month free once the contract is returned and approved.
* Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.


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



Thank you,

[redacted]
Premier Supervisor

Initial Business Response /* (1000, 5, 2015/06/24) */
Date: June 23, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
APX Alarm Security sold the security contract agreement to CastleRock Security who then sold security contract to SAFE...

Security on 10/18/13.
Original Contract Terms: 05/06, 3 years, auto renewal for successive 1year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. (Please see attached original contract agreement)
Please see page 2,Paragragh 13 Assignees and Subtractors; Line 1.
We (APX Alarm Security) may transfer or assign this agreement to any other alarm company or as collateral to a financial institution.
Under U.S. law, most contract rights are freely assignable, and most contract duties are freely delegable, unless the agreement says otherwise. This security agreement does not state it cannot be transferable or assignable.
SAFE Security has received a cancellation letter from the customer.
SAFE Security received a cancellation letter from the customer.
As a courtesy SAFE Security will acknowledge that the customer did attempt to cancel service and will not be held to the auto renewal terms.
No refund will be sent to the customer.
The account has been submitted for cancellation.
Please be advised that you may continue to receive invoices as it may take up to two billing cycles to complete the cancellation process.
Thank you.

[redacted]
Collection Manager
Safe Security
Initial Consumer Rebuttal /* (2000, 7, 2015/06/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As I read this response, Safe Security is accepting that I have paid all that I will pay them,did properly submit the paperwork to stop my service, and they will cancel and close my account as I have asked them to do and they will not attempt to obtain any further payments, though it may take a while to stop invoices from showing up. So long as that is the correct understanding, we are in agreement. Thank you to the Revdex.com for helping to resolve this issue, that I have spent over a year trying to address and should not have required that amount of effort to handle this.

Initial Business Response /* (1000, 5, 2014/05/20) */
Date: May 19, 2014
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 04/04, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than...

60 days prior to end of the contract term. Contract expiration date is 04/30/15.
On 12/26/13, customer contacted SAFE Security to inquire about cancellation of service. Customer was advised there was no cancellation letter on file, which was required to cancel service. Customer stated that he would send cancellation letter. NOTE: Verbal cancellation requests are not accepted. Cancellation requests must be submitted in writing. (Please see attached contract agreement)
From 12/2013 to 01/2014 collection efforts continued on the account.
On 3/14/14, customer contacted SAFE Security to inquire why he was still receiving invoices. Customer stated that he faxed a cancellation letter. Customer was advised that the cancellation letter was not received, but if customer sent in fax transmittal with the original date sent, SAFE Security would honor. Customer was also advised that a cancellation letter needed to be received 60 days prior to renewal term date 04/30/14.
Collection efforts continued on the account.
No monies will be refunded to the customer.
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
Once the cancellation letter is received, along with the balance of contract payment in the amount of $153.45 SAFE Security will begin the cancellation process on the account.
Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Until such time cancellation letter and balance of contract payment is received, the customer will held to the contract terms.
Thank you.

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

Initial Business Response /* (1000, 5, 2015/02/02) */
Re: [redacted]- Customer # XXXXXXX

SAFE Security is responding to your complaint from 1/19/15.


· After carefully reviewing all documentation in your file, SAFE Security has made the decision to hold you to...

the contract terms for non-payment.

· SAFE Security has forwarded your account to ICS Collection Agency, all collection efforts will continue.

· Please pay the past due amount immediately.

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




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


Thank you,

[redacted]
Premier Supervisor

Initial Business Response /* (1000, 5, 2014/08/15) */
[redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
On November 20, 2013, customer signed a 36 month contract with SAFE Security MTM Security. The initial term ends on...

November 19, 2016.
This contract covers customer alarm equipment which includes Lynx Touch 5100 panel including cellular radio, 3 sensor for the front, back and garage doors, and 2 glass break for the living room and master bedroom windows. This contract does not include or cover any security cameras.
SAFE Security has been providing alarm monitoring service for this customer.
SAFE Security cannot provide a refund for equipment or services not covered under the contract.
SAFE Security is agreeable to honor the customer's request to cancel provided we received a signed written cancellation letter from the customer and that the customer pays the remaining balance of contract for the existing contract terms. Balance of contract is $1,752.30
SAFE Security is also agreeable to work with the customer to renegotiate the contract terms.
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, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because when I first agreed to the services offered by the company, I was told surveillance cameras would be included. That is the entire reason as to why I even had them installed. They claim to have no records of a notice being sent out which according to Safe Securiry, "that doesn't mean it was never sent out." In other words, I was never notified about this. I have always paid a monthly fee of $64.90 including tax and after speaking to them a third time about what they were willing to do I was offered a $10 discount if I stayed for another 3 years. The $10 do not even cover the sueveillance cameras installed that I am still paying for. I asked to speak to a higher authority and excuses were made as to why he could not come on the phone. I need more than $10 off if I'm going to be trusting this company with the security of my home and family members for 3 years.
Final Consumer Response /* (3000, 13, 2014/09/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's been five days and I have not received a phone call. I do not wish to speak to them because I don't want their services anymore. I was already told that if I wanted a cheaper price it would only be $10 off and that's if I extended the contract for another 3 years which I do not want.
Final Business Response /* (4000, 15, 2014/09/16) */
Customer: [redacted], [redacted]
Account Number: XXXXXXX
Rebuttal Response
This is to confirm that SAFE Security has been in contact with this customer and is in the process of negotiating a new contract.
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, 2015/04/17) */
In regards to customer XXXXXXX, our records indicate the following:
On September 1, 2010 [redacted]
Signed a contract with Pinnacle Security for the initial terms of 42 months. This agreement automatically renews for successive...

one (1) renewal terms, unless cancelled by either party in writing no less 15 days prior to the end of the then current terms.
[redacted] contract automatically renewed until March 1, 2016.
SAFE Security will honor [redacted] request to cancel provided he send us the remaining balance of contract in the amount of $293.48.
SAFE Security has received Mr. [redacted] cancellation letter on 4/9/2015. However, your account has auto renewed from 3/2015 until 3/2016.
SAFE Security goal is to resolve your concern in a timely matter.
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if you have any question.
Thank you,

[redacted]
Customer Care Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our account has been paid in full, no worries for our business ever and will never recommend. This company is a complete disaster and should not be in business.
Final Business Response /* (4000, 9, 2015/04/30) */
In regards to customer XXXXXXX, our records indicate the following:
On September 1, 2010 [redacted]
Signed a contract with Pinnacle Security for the initial terms of 42 months. This agreement automatically renews for successive one (1) renewal terms, unless cancelled by either party in writing no less 15 days prior to the end of the then current terms.
[redacted] contract automatically renewed until March 1, 2016.
SAFE Security will honor [redacted] request to cancel provided he send us the remaining balance of contract in the amount of $293.48.
SAFE Security has received Mr. [redacted] cancellation letter on 4/9/2015. However, your account has auto renewed from 3/2015 until 3/2016.
SAFE Security goal is to resolve your concern in a timely matter.
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if you have any question.
Thank you,

[redacted]
Customer Care Supervisor
Final Consumer Response /* (4200, 13, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My account has been paid, and should be closed, point....blank...period!! My payment was made on April 17th. Again, this company does not have its information together. CLOSE IT NOW!!!

Very unprofessional customer service experience. Almost impossible to get service, and (months later), when the technician came to fix the system, there was a problem, and we could not get the service man to come back without paying a "double billing issue". Very strange the way the company refused to fix the system and kept billing me double (two account numbers for the same business). I couldn't even cancel the account(s) without paying the bill for months of a down system -and they charged me twice again... No response to several written communications and would not recognize the two accounts for the same business. They just do not care. They keep asking for payment. Don't get sucked into this fraudulent security system scam. They owe me several months of double billing. My system has been down since January. I have been patient ...to a fault. I will also file a complaint if the double billing issue is not addressed and refunded.

Initial Business Response /* (1000, 5, 2014/07/10) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our record indicates the following:
On June 27, 2008 [redacted] signed a contract with Security Central LLC, for the initial term of 36...

months. The initial terms end on June 27, 2011. 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 6/24/2014 to discuss billing charges to her account.
SAFE Security customer service agent explained the billing charges and account status.
Mrs. [redacted] stated she did not authorize a charge of $240.00. On 6/27/13 we scheduled a service call to repair Mrs. [redacted] services which total to the amount of $240.00 .
Mrs. [redacted] states she can show proof of service amount debited through her bank. SAFE Security requested to Mrs. [redacted] to send in a copy of statement and we will reverse the charge.
On 7/3/14 Mrs. [redacted] revoke payment to Safe Security of the amount of $240.00.
Mrs. [redacted] called SAFE Security on 6/30/2014 with her initial request for cancellation.
SAFE Security will honor Mrs. [redacted] request to cancel provided she send us the remaining balance of contract along with the service charge of $536.89.
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

[redacted]
[redacted] Ste [redacted]
[redacted] CA XXXXX
Tel: XXX-XXX-XXXX, ext. [redacted]
Fax: XXX- XXX-XXXX
Email:[redacted]@safesecurity.com
www.safesecurity.com
Initial Consumer Rebuttal /* (3000, 7, 2014/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The progression as outlined by Ms. [redacted] is not accurate. On 6/24 there was an invoice received, there were no billing charges at that time. SAFE representatives, including Ms [redacted] haven't listened - I have repeatedly indicated I can no longer substantiate payment and provided that in the initial complaint (see above) as well as in the letters sent to SAFE Security on 7/1/14 via e-mail to both the Customer Care Manager, [redacted] with a cc: to their President [redacted]. I have not received a response from either of those letters, either. On 7/1/14 (not 7/3) Ms [redacted] assured me she would send a copy of the contract she references. I requested it be faxed, but she stated she couldn't, it would be mailed to [redacted] Rd, [redacted] XXXXX. As of 7/11, no contract has been received.
There is no remaining 'balance' of the contract, the initial cancellation discussion occurred in June. I have paid the monthly $26.99 for the 6/30/14 billing on 7/7/14 (since the ACH authorization was removed) I have a $25 payment toward the duplicate $240 being billed set to pay on 7/18/14, since I will not pay the full $240 until the dispute is resolved. I will make payments on it since it's in dispute.
The cancellation should honor my request to re-pay for the $240 disputed amount and cancel with 30 days notice the supposed 'contract'. That amount would total $293.98, of which $26.99 has already been paid (7/7/14 payment) so a balance to cancel with 30 days notice would be $266.99. There would be no reasonable or prudent reason to bill for $536.89 for services not yet even rendered.
Final Consumer Response /* (3000, 14, 2014/07/24) */
I have not received a copy of the contract, as of 7/24/14. The initial request for the contract, both in writing (via email) and by phone, occurred on 7/1/14. I will not pay for a balance of contract - since the services will not have been rendered. SAFE Security HAS received a cancellation letter (via e-mail) and has yet to acknowledge that cancellation letter - sent to [redacted]@safesecurity.com on July 1 with a follow up request as to the status on July 7. Please acknowledge receipt of the cancellation request and when the final date of service will occur. Thank you.
[redacted]
Final Business Response /* (4000, 28, 2014/09/08) */
Customer: [redacted]
Account Number: XXXXXXX

Rebuttal Response


· This is to confirm the cancellation letter received on July 1, 2014 from this customer is sufficient notice to cancel their SAFE Security account XXXXXXX at renewal date of June 26, 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

It seems to me that this company Safe Security has no issues with wanting to collect payment for the alarm system. But when you have issues with the system that you need to have resolved and all that is done about getting the issues resolved is that you have to leave voicemail after voicemail after voicemail . But when you call Customer Service they try there best to help you but they are not in the technical department of the company and when they send you to that department it does not state that the return phone call can take up to 24 hours on there voicemail.

April 5, 2016Re: Account #[redacted]We are in receipt of the written complaint regarding account #[redacted] and have listed our response below to address the statements within the complaint.We have carefully reviewed all notations, documentation as well as the contract...

associated to SAFE account #[redacted]. We will go ahead and cancel the account according to the recent request of the customer. This will stop the account from automatically renewing.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]

Complaint: [redacted]I am rejecting this response because:
As I stated previously, this company needs to absorb the [redacted] cost since I spent nearly twice that getting their crappy equipment serviced. The only other option they have is to accept 2 free month vouchers (which would be valuable had I not complained about them). However, they will NOT receive a monetary payment. Option 1) absorb the cost on your own since you did not fix this equipment in a timely manner or 2) accept 2 free month vouchers. Again, I will NOT be sending any more money.
Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2014/05/19) */
Account Number: XXXXXXX
Customer: [redacted]
In regards to customer XXXXXXX, our records indicate the following:
On August 7, 2011 [redacted] signed a contract with...

CastleRock Security for the initial term of 39 months. The initial term was to end on November 7, 2014.
Safe Security received written notification from [redacted] requesting cancellation on 4/28/2014.
Safe Security will honor [redacted]'s request to cancel and allow her out of contract prior to the end of her initial term at no additional cost.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed.
Thank you,
[redacted]
Service Dispatch Supervisor

Initial Business Response /* (1000, 5, 2015/10/23) */
Re: Account #XXXXXXX
[redacted] E. [redacted] Avenue
[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.
We have reviewed all notations, conversations and correspondence reflective of the account history and have never received a cancellation requests until this point, therefore we are unable to process a refund due to the terms and conditions of the contract. We are in receipt of the customer's complaint received 10/14/2015 and therefore we 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.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
TWIMC:
I expect to be cleared of any future charges including being sent to the Credit Bureau as this company still seems to think I had a contract with them? They acquired my account because the prior company filed bankruptcy, and assumed I was under contract. My contract with Pinnacle had been completed since Aug. of 2012, I have my documents as proof. I feel this company owes my money for not monitoring my home as they should have. They had no idea that the equipment had been removed therefore they couldn't of been monitoring my home..
Thank you
[redacted] M [redacted]
XXX-XXX-XXXX
Final Business Response /* (4000, 9, 2015/11/05) */
Re: Account #XXXXXXX
[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.
We have reviewed all notations, conversations and correspondence reflective of the account history and have never received a cancellation requests until this point, therefore we are unable to process a refund due to the terms and conditions of the contract. We are in receipt of the customer's complaint received 11/2/2015 and are confirming that this account has been cancelled and there will be no future charges including being sent to the credit bureau.
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, 2015/07/10) */
Date: July 9, 2015
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted]- Customer # XXXXXXX
Contract Terms: 10/2010, 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. Expiration date is 4/30/15.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
Please see Page 1, Section 2: Certain Terms and Conditions, Paragraph 2.3, Sentence 3:
This agreement stall automatically renew for successive of one (1) year renewal terms (each renewal term) unless cancelled by either party in writing no less than 15 days prior to the end of the then-current term.
On 7/17/14, customer contacted SAFE Security to cancel service as longer wanted to be with a national security company and wanted to be with a local security company. Customer was advised that their contract did not expire until April 2015. Customer stated thought contract was month to month and requested a copy of the contracted be mailed which was sent to the customer.
On 7/25/14, a cancellation letter was received from the customer.
The contract auto renewed for another year until 4/30/15 since a cancellation letter was not received from the customer prior to 4/30/14.
The customer signed the contract indicating that he 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 $399.92. 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
Safe Security
Tel: XXXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business will stop billing me now and send me to collections. I don't know how I can be more clear regarding the fact that I am not paying them. They conveniently mentioned one phone conversation in which I attempted to cancel my contract after it auto renewed which is nonsense to begin with when that contract was with a different company. They didn't mention two previous phone conversations in which my wife was told that we were monthly this is when we entered into a new contract a verbal contract. I never signed a contract with safe security. I am done being harassed by this company. If you received a cancellation letter then my contract is now cancelled is and you need to send me to collections for the 399.92. Continue to bill me is illegal it is an intimidation tactic and I am not intimated by you. Safe security is a fraud a giant terd in the punch bowl of life like Aol was. I think now is time for me to ignore this stupid company. One more time for your clarity I will never pay you. I will never pay you. I will never pay you. I will never pay you. Send me to collections. I will never pay you. I will never pay you. Get it send me to collections now I double dog dare you because I am not going to pay you.

Initial Business Response /* (1000, 5, 2015/09/15) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/07, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of...

the contract term. Contract expiration date is 05/31/16.
The customer stated that his alarm was not functional, but our records do not indicate where the customer has called and reported trouble with the alarm system nor requested a service call.
Reviewed recorded conversations with customer and SAFE Security.
On 9/8/15, on SAFE Security contacted the customer regarding the balance due. The customer informed SAFE Security that he wanted to cancel service. The SAFE Security attempted to save the customer from cancelling service and the customer agreed to an upgrade.
On 9/8/15, SAFE Security left a message for the customer in regards to upgrading his alarm service.
On 9/10/15, SAFE Security spoke with customer and he stated that he no longer wanted to do the upgrade and requested to cancel service.
.
NOTE: Verbal cancellation requests are not accepted.
Cancellation requests must be submitted in writing. Please see attached contract agreement, Page 1, Section Term, For Services,:
The original term of this agreement starts on the day this agreement is signed and continues for 60 months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than 30 days before the end of the original term or any renewal term.
The customer signed the security agreement acknowledging that he understood the terms and conditions of the agreement. The customer has not adhered to the contract terms and subscriber responsibilities of the contract agreement.
A cancellation letter needed to be received by 04/30/15, in order for the original contract term not to auto renew which was scheduled to expire on 05/31/15. Since a cancellation letter was not received by 04/30/15, the account automatically renewed for 1 year with a new expiration date of 05/31/16.
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
Once the cancellation letter is received, along with the balance of contract payment in the amount of $501.77 SAFE Security will begin the cancellation process on the account.
Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Until such time cancellation letter and balance of contract payment is received, the customer will held to the contract terms.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Safe Security only commented on two telephone conversations dated 9/8/15 and 9/10/15 and a message they left at my residence on 9/8/15. They make no reference to the three phone calls I placed to the company prior to that; all calls that were never returned. I only want to cancel any continued service with them; I do not want to pay any amount of money for closing a contract with a company that has provided me with such horrible service. I will send a cancelation letter to Safe Security stating explicitly that I do not want any further service from them and I want my account closed imminently. The poor service that I have received so far does not warrant any further payment. To pay a company to stop providing me with horrible service is not an action that I am comfortable with.
Final Business Response /* (4000, 9, 2015/09/18) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to the customer's rebuttal response dated 9/16/15.
SAFE Security does not have record of communication with the customer prior to the dates provided in our original response.
SAFE Security it standing by its original response sent to the Revdex.com on 9/15/15.
Contract Terms: 05/07, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expiration date is 05/31/16.
The customer stated that his alarm was not functional, but our records do not indicate where the customer has called and reported trouble with the alarm system nor requested a service call.
Reviewed recorded conversations with customer and SAFE Security.
On 9/8/15, on SAFE Security contacted the customer regarding the balance due. The customer informed SAFE Security that he wanted to cancel service. The SAFE Security attempted to save the customer from cancelling service and the customer agreed to an upgrade.
On 9/8/15, SAFE Security left a message for the customer in regards to upgrading his alarm service.
On 9/10/15, SAFE Security spoke with customer and he stated that he no longer wanted to do the upgrade and requested to cancel service.
.
NOTE: Verbal cancellation requests are not accepted.
Cancellation requests must be submitted in writing. Please see attached contract agreement, Page 1, Section Term, For Services,:
The original term of this agreement starts on the day this agreement is signed and continues for 60 months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than 30 days before the end of the original term or any renewal term.
The customer signed the security agreement acknowledging that he understood the terms and conditions of the agreement. The customer has not adhered to the contract terms and subscriber responsibilities of the contract agreement.
\
A cancellation letter needed to be received by 04/30/15, in order for the original contract term not to auto renew which was scheduled to expire on 05/31/15. Since a cancellation letter was not received by 04/30/15, the account automatically renewed for 1 year with a new expiration date of 05/31/16.
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
Once the cancellation letter is received, along with the balance of contract payment in the amount of $501.77 SAFE Security will begin the cancellation process on the account.
Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Until such time cancellation letter and balance of contract payment is received, the customer will held to the contract terms.