SAFE Security

Initial Business Response /* (4000, 7, 2014/02/20) */
To Dispute Resolution:
In regards to customer XXXXXXX, our record indicates the following:
• We have honored Ms. [redacted]’s request. Account XXXXXXX is set up for cancellation. Balance of contract is paid in...

full.
If you have any questions or concerns, 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.
[redacted]
Customer Care Manager
CC: [redacted]
Final Consumer Response /* (3000, 5, 2014/02/11) */
I just got off the phone with operator 273 at SAFE security who told me a manager would be in contact within 24-48 house. So their promise to stop my service within 24-48 hrs of the email I received on 2-6-14 was a lie.
I do, please, need your help.
Thanks,
[redacted]

Initial Business Response /* (1000, 8, 2015/10/22) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security contract agreement from CastleRock Security on 9/1/11.
Original Contract Term: 05/07, 3 years, automatically...

renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term.
Renewal Contract Term: 11/03/11, 12 months, 3 years, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term. Contract term expires 11/30/15.
Please see attached security contract agreement, page 1, Section 2 Price and Payment Terms, Paragraph 2.3:
For Services, the initial term of this agreement is three years from the effective date. Thereafter, this agreement shall automatically renew for successive one year renewal terms unless cancelled by either party in writing no less than 30 days prior to the end of then-current term, however, provided that is this renewal clause is not effective under the applicable laws this agreement will automatically renew month to month. (NOTE: the auto renewal clause is applicable in California)
Reviewed audio recording dated 4/7 /11 at 7:45 a.m. between customer [redacted] and CastleRock Security. The customer entered into a verbal agreement to renew her contract term with receiving 1 month free monitoring. New renewal contract term is listed above.
On 9/14//15, 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 11/30/15. Although the customer it now with another security alarm provider, it does not release her from the legal binding security contract agreement.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $449.90. 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, 10, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not verbally agree to a contract with this company for another year. Safe security continued to bill me for services not received. I have sent the company numerous documents for over 1 year to cancel my service. they have stated denied receiving my documents or emails. Recently I sent documents via certified mail to cancel my services. they billed me again for another 3 months. I am taking this problem to 7 on your side. This company has over 150 complaints of their bad billing practices and your company is not doing anything about it. I am not going to pay for services that I am not receiving, They need to cancel my service and quit billing me. This has been going on for over 1 year
Final Business Response /* (4000, 12, 2015/11/03) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security is responding to your rebuttal dated 10/23/15.
Please be advised, that if SAFE Security is contacted by the media regarding your account, we will play the recorded conversation between yourself and CastleRock Security where you are agreeing to the renewal terms on your contract with CastleRock Security.
SAFE Security is standing by its original response to the Revdex.com regarding your account on 10/22/15.
SAFE Security acquired the security contract agreement from CastleRock Security on 9/1/11.
Original Contract Term: 05/07, 3 years, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term.
Renewal Contract Term: 11/03/11, 12 months, 3 years, automatically renew for 1 year, unless cancelled by either party in writing no less than 30 days prior to the end of the then current term. Contract term expires 11/30/15.
Please see attached security contract agreement, page 1, Section 2 Price and Payment Terms, Paragraph 2.3:
For Services, the initial term of this agreement is three years from the effective date. Thereafter, this agreement shall automatically renew for successive one year renewal terms unless cancelled by either party in writing no less than 30 days prior to the end of then-current term, however, provided that is this renewal clause is not effective under the applicable laws this agreement will automatically renew month to month. (NOTE: the auto renewal clause is applicable in California)
Reviewed audio recording dated 4/7 /11 at 7:45 a.m. between customer [redacted] and CastleRock Security. The customer entered into a verbal agreement to renew her contract term with receiving 1 month free monitoring. New renewal contract term is listed above.
On 9/14//15, 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 11/30/15. Although the customer it now with another security alarm provider, it does not release her from the legal binding security contract agreement.
To resolve this issue, SAFE Security will need to receive the balance of contract payment in the amount of $449.90. 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, 14, 2015/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign an agreement with safe security agreeing to a contract for their services.It is illegal to continuously bill me for services that I am not receiving. I sent the cancellation letter over a year ago. they stated they did not receive it. The only reason they received this letter is because I have a receipt.
I am not paying the Safe security because I have not received their monitoring service only their bills for service not rendered.

Initial Business Response /* (1000, 5, 2014/03/26) */
Revdex.com Re: [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted] Lane
[redacted] XXXXX
To [redacted]...

[redacted] c/o Dispute Resolution:
This is notice that your account with SAFE Security ("SAFE") is in the process of being cancelled.
Your first cancellation letter was received by SAFE on January 3, 2014. Based on the timing of that cancellation letter received, the terms of the alarm monitoring agreement and the billing cycle a refund in the amount of $53.77 will be issued and mailed to you within 4 - 6 weeks.
At this time the Customer has no further obligation to SAFE.
If you have any questions or need 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]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not acceptable because after receiving my first written request to terminate service on January 3, 2014, Safe Security debited my account for 53.77 on January 22,2014. I wrote a second letter dated February 24, 2012 when I found they had debited my account yet again. I immediately went to my bank to put a stop payment on them but was told that it would be effective going forward but would not effect the February debit. The stop payment charge was $26.89. I wrote a third letter informing them of the stop payment and requesting
reimbursement of the two fraudulently debited payments as well as the stop payment charge which amounts to $134.43. The only response to my three written requests for termination was an invoice dated 3/12/2014 for the amount of $122.54 and marked past due and a separate form letter dated February 22 stating that because I had stopped payment on future debits I would need to remit by mail or internet immediately. They completely ignored three written requests for termination and since the most recent invoice was dated 3/12/2014 they had not intended to stop harassing me had I not filed a complaint with the Revdex.com. They are either a completely incompetent business or they operate fraudulently for as long as possible. I would like to be reimbursed immediately for charges after my first letter requesting termination. They seem to be perfectly able to send invoices immediately so reimbursement checks should not take four to six weeks. Thank you for your help with this incredibly annoying situation!
Final Business Response /* (4000, 9, 2014/04/08) */
Revdex.com April 8, 2014
Re: [redacted] (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
[redacted] Lane
[redacted] XXXXX
To Dispute Resolution:
SAFE Security(r) ("SAFE") stands by our previous response.
If the Customer has any questions or needs further clarification on any aspect of the situation or agreement, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Standard Time.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.

CC: [redacted]

Initial Business Response /* (1000, 9, 2014/09/12) */
Date: September 10, 2014
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
SAFE Security acquired the security agreement from Castle Rock Security on 10/18/13.
Contract Terms: 07/2006, 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 07//2013.
In reviewing the account documentation transferred from Castle Rock Security,, Castle Rock Security did confirm that a cancellation letter was received from the customer.
The account has not been sent to a collection agency.
No additional monies are due from the customer.
The account has been submitted for cancellation.
Please be advised that it may take up to two billing cycles for the cancellation process to be completed. Please disregard any invoices/statements you may received during this period.
Thank you.

[redacted]
Collection Manager
Safe Security

Initial Consumer Rebuttal /* (2000, 11, 2014/09/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/24) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 05/10, 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 11/30/14.
SAFE Security acquired the security agreement from Pinnacle Security on 2/4/13.
In reviewing the customer's account, there was no account documentation from Pinnacle Security that the customer called in to cancel service or that a cancellation letter had been received from the customer.
A cancellation letter needed to be received by Pinnacle Security on 11/15/13, in order for the original contract term not to auto renew which was scheduled to expire on 11/30/13. Since a cancellation letter was not received, the account automatically renewed for 1 year with a new expiration date of 11/30/14.
From 8/4/13 through 10/9/13, delinquent letters were sent to the customer every 30 days and collection calls were made, messages were left, but SAFE Security did not receive a response from the customer nor were our collection letters returned back to SAFE Security in the mail.
On 12/20/13, the account was cancelled for nonpayment. The balance of contract amount due was $749.96, with contract terms ending 11/30/14.
On 2/11/14, the account was recommended to be sent to a collection agency due the delinquent balance on the account. The account was then placed with Collection Agency [redacted], [redacted] and Associates.
To resolve this issue, if the customer can provide proof that a cancellation letter was sent to Pinnacle Security prior SAFE Security acquiring the security agreement, SAFE Security will review the cancellation letter and take it into consideration. The cancellation letter must have proof of certified mail receipt or fax confirmation sheet with a date prior to the SAFE Security acquisition date of 2/4/13.
Until the customer can provide/prove that a cancellation letter was sent prior to the acquisition, the customer will be held to the contract terms. The balance of contract amount is $749.96. Once payment for balance of contract is received, the account will be closed with [redacted], [redacted] and Associates.
Thank you.

[redacted]
Collection Manager
Safe Security

Initial Business Response /* (1000, 5, 2016/01/07) */
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; "We are seeking a refund in the amount of $2,592" due to "our original contract stated that our monthly monitoring fee would be reduced to $10 a month after we had paid for our equipment that they installed" according to the contract on file, there is no reference to a reduction of $10 a month after the equipment was paid for.
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, 2015/12/28) */
In regards to customer XXXXXXX, our record indicates the following:
On July 15, 2010 customer #XXXXXXX signed a contract with Pinnacle Security LLC, for the initial term of 42 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.

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 their current term which is in the month of January.

SAFE Security has not received a written request from customer #XXXXXXX requesting to cancel services effective January.

SAFE Security will honor the request to cancel provided she send us the cancellation letter and the remaining balance of contract in the amount of $150.00 which is 50% off the balance of contract of $300.00.

SAFE Security has forward your account to collections and will continue to make collections efforts for the remaining balance.

* Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time to advise us how our customer would like to proceed
Thank you,
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have an email that I sent to Safe Security dated 7/15 saying I wish to cancel my account. I recieved a reply to that email from their customer service deparentment and I followed up that reply with a phone call. Unfortunately, they said my account could be cancelled, but I would still owe $99 for the disputed "upgrade". I am willing to settle with them by offering them $75 to have the whole matter resolved and my account closed. I can forward you the original email that I mentioned above. I will include my customer # in the email, so you can reference it with this claim.
Thank you.
Final Business Response /* (4000, 9, 2016/01/07) */
Customer # XXXXXXX
Contract Original Terms: 07/2010, 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 1/31/16.
SAFE Security acquired the security agreement from Pinnacle Security on 3/8/13.
The customer is disputing the balance due and stating that a cancellation letter was emailed to SAFE Security in July 2015.
As of today, in reviewing the account documentation, SAFE Security records do not indicate that a cancellation letter was received from the customer.
Although the customer is stating a cancellation letter was sent in July 2015, the account could not processed for cancellation as the customer was still responsible for satisfying the contract agreement to the end of contract term 1/31/16. (See attached Security contract agreement, Page 1, Section Certain Terms and Conditions, Paragraph 2.3 For Services.)
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
The balance of contract amount (monthly monitoring charges only) through 1/31/16 is $314.94. SAFE Security is willing to do a 50% settlement offer for $157.47.
Once the cancellation letter is received, along with the balance of contract payment in the amount of $157.47 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 be held to the contract terms.
Please be advised your account has not been sent to a collection agency and has not been reported to the credit bureaus at this time. SAFE Security would like to work with you in getting this issue resolved.
Thank you.

[redacted]
Collection Manager
Safe Security
Final Consumer Response /* (2000, 11, 2016/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We are not satisfied at all with this response, but we are sick and tired of dealing with this. This organization is committing fraud as is clearly represented in other similar complaints. We are going to pay the 157.47 just to stop this nonsense. Revdex.com should be aware of these dishonorable business practices.

Initial Business Response /* (1000, 5, 2015/12/03) */
We are in receipt of the written complaint regarding account #XXXXXXX 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 #XXXXXXX.
We have tried contacting you in order to resolve this issue. For service issues related to acts of nature, normally these are not considered items that fall under normal wear and tear. We would like to work with you in resolving this issue but need you to please contact us back.
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.