SAFE Security

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

I was with Guardian when I signed my contract and they sold to Safe SecuritySafe Security raised my monthly bill without noticeSeveral times my home phone line was disconnected due to construction and they were unawareWhen I wanted to discontinue service, they had hidden clauses about auto renewal and refused to allow me to discontinue without feesI asked repeatedly to speak to a supervisor and the agent refused, stating she was a supervisorShe would not allow me to talk to her supervisorOverall, poor service, poor customer service, and over priced

Initial Business Response / [redacted] (1000, 5, 2015/02/17) */ In regards to customer XXXXXXX, our record indicates the following: [redacted] SAFE Security has agreed with the customer's request to cancel their alarm service contract with no remaining balance due Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Time if you have any further questions Thank you, [redacted] Customer Care Manager

Final Consumer Response / [redacted] (2000, 6, 2014/07/23) */ Safe finally contacted a repairman who called us a few days ago - and came and fixed the problem (at no charge)

Initial Business Response / [redacted] (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 / [redacted] (1000, 10, 2014/05/19) */ Account Number: XXXXXXX Customer: [redacted] In regards to customer XXXXXXX, our records indicate the following: On August 7, [redacted] signed a contract with CastleRock Security for the initial term of monthsThe initial term was to end on November 7, Safe Security received written notification from [redacted] requesting cancellation on 4/28/ 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:AM to 5:PM, Pacific Time to advise us how our customer would like to proceed Thank you, [redacted] Service Dispatch Supervisor

Initial Business Response / [redacted] (1000, 10, 2014/07/10) */ Account Number: XXXXXXX Customer: [redacted] In regards to customer XXXXXXX, [redacted] , our records indicate the following: On 3/3/Mr [redacted] called in requesting a service call to replace his touch padThree days later Mr [redacted] called back upset that the dealer had not contacted him to schedule service and stated he wanted to cancel his account with SAFE Security SAFE employee explained what was needed to cancel his accountShe explained he was on a month to month and his balance of contract was $if he sent in his signed cancellation letter by 4/30/If the cancellation letter was received in May the amount owed would be $ She made every attempt to save this customerShe offered to lower his monthly rate, perform the service call at no charge, and give him (2) months of free monitoring, but Mr [redacted] declined On 5/29/SAFE received Mr [redacted] 's cancellation letter SAFE Security will honor Mr [redacted] 's request to cancel provided he pay the remaining balance of contract in the amount of $ Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday, 6:AM to 5:PM, Pacific time to advise us how our customer would like to proceed Thank you, [redacted] Service Dispatch Supervisor Initial Consumer Rebuttal / [redacted] (3000, 12, 2014/07/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) ican see it does,not do any good to keep this upso iaint going to drop the whole thing iam glad no onebroke into my house because that would had been my fault toso I guessi will just pay up Final Business Response / [redacted] (4000, 14, 2014/07/28) */ Account Number: XXXXXXX Customer: [redacted] In regards to customer XXXXXXX, our records indicate the following: SAFE received Mr [redacted] 's cancellation letter on 06/04/ We have stopped the billing as of 06/30/ SAFE will honor Mr [redacted] 's request to cancel his service SAFE has received the Simon XT touchpad back SAFE will be issuing a refund to Mr [redacted] in the amount of $($for touchpad & $overpayment on acct.) Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday to advise us how our customer would like to proceed Thank you, [redacted] Service Dispatch Supervisor

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ Account Number: #XXXXXXX Customer: [redacted] In regards to customer XXXXXXX, our record indicates the following: · On May 22, [redacted] signed a contract with SAFE Security Alarm LLC, for the initial term of monthsThis agreement automatically renews for successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than days prior to the end of the their current term · Mr [redacted] called SAFE Security requesting to cancel on 5/5/SAFE Security will honor Mr [redacted] request to cancelHowever · SAFE Security will cancel out the account however there is a payment of due on the account for MayPlease 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:AM to 5:PM, Pacific Time to advise us how our customer would like to proceed Thank you, [redacted] Premier Supervisor P.OBox Camino Ramon, Ste San Ramon, CA XXXXX Tel: XXX-XXX-XXXX, ext Fax: XXX- XXX-XXXX Email: [redacted] @safesecurity.com Initial Consumer Rebuttal / [redacted] (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 billThank You

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

Initial Business Response / [redacted] (1000, 6, 2014/03/10) */ Re: ***, [redacted] (Revdex.com Case#XXXXXXXX) SAFE Customer #XXXXXXX [redacted] XXXXX To [redacted] c/o Dispute Resolution: This is notice that your account with SAFE Security ("SAFE") is in the process of being cancelled Your account balance is $and you have no further obligation to SAFE If you want to have your alarm disabled so it no longer sends signals from your home to the monitoring station, please contact us and as a courtesy to you we will have a service provider contact you to make the necessary arrangements Be advised that this will be at an additional cost to youIf you decide not to have your system disabled you will be held responsible for any fees/charges accrued due to excessive signals or 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:AM to 5:PM, Pacific Standard Time Respectfully, SECURITY ALARM FINANCING ENTERPRISES, L.P CC: [redacted] Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not a response to my complaint regarding improprieties in the termination of my account #XXXXXXX with Safe SecurityIt is a routine form letter that fails to address the deceptions practiced by Safe Security with regard to the termination of my account with themAs stated in my complaint, I had raised early termination concerns with the Pinnacle Security representative at the time of their contract renewal, anticipating a house sale and move within a year, and had been assured that, as a long-time Pinnacle customer, early termination would not be a problemPinnacle subsequently sold the contract to Safe Security, and no notification was given to usWhen we did sell our house and moved about ten months later, Safe Security demanded that we buy out the full 42-month contractUpon my protestations, we reached an agreement whereby I would pay regular monthly fees through November 2013, at which time I would be considered to have fulfilled my obligationI did so via auto-payment withdrawals from my bankWhen I realized in March that these payments were still occurring I called Safe Security and was told that I continued to owe the balance on the 42-month contractI was told that I had not properly notified Safe Security in writing in June of the sale of my homeThis seems to be a common thread among complaints lodged against Safe Security on Web sites like YELP! I do not recall being told to write a letter to Safe Security, although my wife and I were meticulous and thorough about notifying every other service with whom we had business relationships affected by the moveI am not certain, in any case, why a letter would be necessary, since Safe Security insists upon account number, address, phone and password verification in all such verbal communicationsIn other words, they knew they were being directed by me Jumping forward to the present, in my phone conversation with Safe Security's financial office representative in March of this year, she eventually responded to my protests by offering to close my account if I would pay a one-time fee of $385.85, which I reluctantly agreed to and immediately authorized by credit card I cannot help but feelalong with, I gather, many other peoplethat these practices by Safe Security amount to extortionField and service representatives say one thing to customers, and then the company's financial department says another and demands arbitrary payments, in my case repeatedly, to extract money that was never on the table I feel that my original agreement to make payments through November was a more than reasonable concession, especially since I had entered into the Pinnacle Security renewal with assurances that early termination due to selling the house and moving away were not an issue; these assurances given to me by a company with whom I had had a fine relationship for many yearsThat Safe Security subsequently had not honored their own promise made in June and had continued to take money from me past November was a surprise that I expected them to rectifyTo then find that they would demand additional payment to desist strikes me as simple extortion, and I am furious about such behavior Their response does not begin to address their conduct What I want from them is a return of the December 2013, January, and February payments ($each) and the $payment I made to them on March 3rd in an effort to terminate my relationship with them Again, if you check out, for instance, YELP! Reviews of this company, you will find that more than 95% of reviewers give this company the lowest possible rating, and most cite similar behavior as the cause of their unhappinessIt strongly appears that predation is this company's strong suit, and the pabulum being offered in their response to my Revdex.com complaint should not be swallowed Final Business Response / [redacted] (4000, 10, 2014/03/17) */ Re: ***, [redacted] (Revdex.com Case#XXXXXXXX) SAFE Customer #XXXXXXX [redacted] XXXXX To Dispute Resolution: SAFE Security(r) ("SAFE") stands by our previous response Unfortunately, because [redacted] the ("Customer") signed a contract with a different company, the Customer has obligated himself to both companies for the same service; SAFE has no control or obligation for the contract he signed with the new service provider as we are not affiliated in any way If the Customer has any questions or needs further clarification on any aspect of the situation or agreement, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Standard Time Respectfully, SECURITY ALARM FINANCING ENTERPRISES, L.P CC: [redacted] Final Consumer Response / [redacted] (4200, 12, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not just about Safe Security's assumption of Pinnacle Security's contractsThis is about Safe Security not honoring a deal negotiated with one of their authorized billing representativesI will reiterate that in June when we were about to move from our home in Santa Ana, California to a new home in another state, I had a phone conversation with a Safe Security billing representative about early termination of our contract, and we reached an agreement whereby I would make payments through November 2013, and at that time Safe Security would end any further financial obligation by meAuto payment withdrawals continued through February, 2014, and in March I inquired as to why these withdrawals were continuingAt that time I was told that I would have to pay an additional $early termination fee, which I felt compelled to do My point throughout this complaint process has been that Safe Security has not honored terms that they proposed, and to which I agreed, in negotiations I had with their authorized billing representative in June If the person I dealt with then had no authority to make that 6-month payment deal, she should not have acted as if she didAnd because she did represent herself as having that authority, Safe Security should stand by the terms of that negotiation and should refund to me the December 2013, january and February payments, as well as the March payment of $that I reluctantly made under what I consider to have been extortionate pressure What we have here is a company whose word cannot be trusted

Initial Business Response / [redacted] (1000, 5, 2014/08/15) */ Account Number: XXXXXXX Customer: Kellie [redacted] In regards to customer XXXXXXX, our records indicate the following: Customer was scheduled for service by our third party dealer on 8/6/to install a new GSM While the technician was on site he had difficulty getting the GSM to communicate with the Central StationWhile removing the GSM from the panel he broke the antennaHe informed the customer he would have to get another GSM and return to install itCustomer frustrated with the entire situation said she would cancel her service with SAFE if her system wasn't up and running that evening SAFE Security will honor Ms***'s request to cancel provided she send a signed written cancellation letter and she pay the balance of contract in the amount of $ Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday to advise us how our customer would like to proceed Thank you, [redacted] Service Dispatch Supervisor Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/25) */ I have read the reply from Safe Security and I am very disappointed but not at all surprised Since my original complaint I have tried several times to get my security system fixed to no availI have called to very long wait times (as usual) and once when I complained about a minute wait I was actually hung up on! I had to call back, go through all the prompts again and wait another to minutes to talk to someoneAt that time I set up another appointment to have the alarm fixed, telling them I had received the part in the mailThe time before the technician said it wouldn't take him very long to install the part if he had itI set up an appointment for 2:At around 1:I called to confirm the appointment given there historyI was told he was running behind on the previous job and would be lateSince I had plans to leave at 4:I asked How late he would beI was told that my time was actually from 2-4:and he wouldn't be there until 4:I knew I would not have made the appointment time from to 4:having plans at 4:00! I rescheduled the appointment againAt that one, the technician was late againAnd again I had plans this time to take my dog to the vetHe installed the new part and we agreed that I would call when I got back to test the alarmWhen I did the signal still was not reaching them and they actually sent the technician right back outWhen he came back he was told to unplug everything and plug it back in to see if it would work thenAt that time the technician broke the new part I had waited five days to getThey said they would send another partMeaning I would have to schedule ANOTHER appointment after waiting for ANOTHER part!! I said no This has been going on for over a monthConstantly waiting for phone calls and missed appointmentsI am very busy as are most peopleI have not had service during this whole time and have made a payment on X-even though I didn't have serviceThey also sent me a bill for $for the service call when the technician broke the new part and an additional bill for $( I have no idea what this is for) I have wasted a lot of my time trying to resolve this and never had a response from them after filing my complaintI have received coupons for free months of service, but I have no service! There response of making me pay over $to end a contract that wasn't even with them to begin with is outrageous! That is totally unacceptable and I pray you can help me in this matter Thank you, [redacted] Final Consumer Response / [redacted] (3000, 14, 2014/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can appreciate the attempt to solve this by asking for a smaller amount of money from me but I honestly don't think I should have to pay at allI have always paid the due amount on time and in full since I've been a customer.I now have not had service since July(which I paid for) and have made several attempts to have it fixedWasting hours of my time in the processMy original contract was not even with this companyNone of this was my fault and I don't believe I should have to pay any more money or waste any more of my time Final Business Response / [redacted] (4000, 16, 2014/09/18) */ Customer: [redacted] Account Number: XXXXXXX [redacted] ST [redacted] XXXXX [redacted] @yahoo.com In regards to customer XXXXXXX, we have reviewed Ms***'s account and would like to offer her the following options: We work with Ms [redacted] in making the necessary repairs to her system and she continues as a customer of SAFE Should she still wish to cancel, Ms [redacted] would need to submit a cancellation request and pay the balance of her contract which has been reduced by 50%The amount of $is the balance owedWe would then process the cancellation SAFE Security as mentioned before will honor the cancellation when the signed cancellation letter has been received and the balance of the contract has been paid Please feel free to contact us at (XXX) XXX-XXXX Monday thru Friday to advise us how our customer would like to proceed [redacted] Customer Service Supervisor

Initial Business Response / [redacted] (1000, 5, 2015/11/04) */ Revdex.com Response: [redacted] - Case# XXXXXXXX Re: [redacted] - Customer # XXXXXXX Contract Terms: 06/2009, months, auto renewal for successive year (Renewal Term) The end of the contract term is 06/30/ SAFE Security received a cancellation letter from the customer The customer paid the balance of contract in the amount of $which is through the end of the contract term 06/30/ The customer has been advised to call SAFE Security back in within days prior to the end of the contract term at which time the account will be submitted for cancellation Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will do what is required to cancel this contract but I still do not trust them one inchThey didn't do it right the first time so how am I supposed to know that they'll get it right the second time?

Initial Business Response / [redacted] (1000, 5, 2014/09/16) */ Account Number: XXXXXXX Customer: [redacted] In regards to customer XXXXXXX, our record indicates the following: On June 11, [redacted] signed a contract with Pinnacle Security LLC, for the initial term of months The initial terms end on June 11, This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than days prior to the end of the their current term Mrs [redacted] called SAFE Security on 7/8/with her initial request for cancellation SAFE Security has received a written notification from Mrs [redacted] on 6/27/requesting cancellation SAFE Security will honor Mrs [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $ Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Time to advise us how our customer would like to proceed Thank you, [redacted] Premier Supervisor Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel this contract is not validI signed nothing with this companyThe original contract was $monthly, this company was charging me $monthlyMy neighbour has the exact same contract and there does not seem to have been any problem with her cancellingI do not feel that I should only be able to cancel once a year as I have met the original year term of the contract.I was paying monthly so a months notice should be sufficientI did pay for the month of JulyI will not pay further for a service that is no longer being provided to me by this company Final Business Response / [redacted] (4000, 9, 2014/09/26) */ In regards to customer XXXXXXX, our record indicates the following: On June 11, [redacted] signed a contract with Pinnacle Security LLC, for the initial term of monthsThe initial terms end on June 11, This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than days prior to the end of the their current term Mrs [redacted] called SAFE Security on 7/8/with her initial request for cancellation SAFE Security has received a written notification from Mrs [redacted] on 6/27/requesting cancellation SAFE Security will honor Mrs [redacted] request to cancel provided she send us the remaining balance of contract in the amount of $ Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Time to advise us how our customer would like to proceed Thank you, [redacted] Premier Supervisor Final Consumer Response / [redacted] (4200, 13, 2014/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the same response as before from SAFE.There is no compromiseI will not be paying them for a service I no longer receive.They say that it can be a month to month contract in certain states but not all and not in CanadaI pay monthly ans should be able to cancel with a month's notice and no penalty

Initial Business Response / [redacted] (1000, 5, 2014/08/25) */ Revdex.com Response: [redacted] - Case# XXXXXXXX Re: [redacted] - Customer # XXXXXXX SAFE Security acquired the security agreement from CastleRock Security on 10/18/ Original Contract Terms: 10/07, years, auto renewal for successive 1year (Renewal Term) unless cancelled in writing no less than days prior to end of the contract termContract expired on 10/31/(Please see attached original contract agreement) Renewal Contract Terms (Amendment): 10/13, year, auto renewal for successive year (Renewal Term) unless cancelled in writing no less than days prior to end of the contract termContract expires 10/31/(Please see attached Amended Contract Renewal Agreement) When a party to a contract "assigns" the contract to someone else, it means that party, known as the "assignor" (Pinnacle Security LLC), has transferred its rights under the contract to someone else, known as the "assignee" (SAFE Security, LP), and also has delegated its obligations to the assignee Under U.Slaw, most contract rights are freely assignable, and most contract duties are freely delegable, unless the agreement says otherwiseThis security agreement does not state it cannot be transferable or assignable In reviewing the account documentation transferred from Castle Rock Security, there are no notes on the account that state the customer called in to cancel service or that a cancellation letter was receivedIn addition, all cancellations must be submitted in writing, no verbal cancellations are accepted(Please see security agreement, Section Price and Payment Terms, Paragraph 2.3.) On 7/31/14, SAFE Security received a cancellation from the customer As a courtesy, SAFE Security will release the customer from the contract terms and he account has been submitted for cancellation as of 7/31/ No additional monies are due from the customer No refund will be issued to the customer Please be advised that it may take up to two billing cycles for the cancellation process to be completedPlease disregard any invoices/statements you may received during this period Thank you [redacted] - Collection Manager

Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Revdex.com Response: [redacted] - Case# XXXXXXXX Re: [redacted] - Customer # XXXXXXX Contract Terms: 05/07, months, auto renewal for successive year (Renewal Term) unless cancelled in writing no less than days prior to end of the contract termContract expiration date is 05/31/ 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 dueThe customer informed SAFE Security that he wanted to cancel serviceThe 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 writingPlease 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 months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than 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 agreementThe 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/Since a cancellation letter was not received by 04/30/15, the account automatically renewed for year with a new expiration date of 05/31/ 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 $SAFE Security will begin the cancellation process on the account Please disregard invoices/statements you may receive during the cancellation processIt 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 / [redacted] (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/and 9/10/and a message they left at my residence on 9/8/They make no reference to the three phone calls I placed to the company prior to that; all calls that were never returnedI 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 serviceI 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 imminentlyThe poor service that I have received so far does not warrant any further paymentTo pay a company to stop providing me with horrible service is not an action that I am comfortable with Final Business Response / [redacted] (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/ 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/ Contract Terms: 05/07, months, auto renewal for successive year (Renewal Term) unless cancelled in writing no less than days prior to end of the contract termContract expiration date is 05/31/ 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 dueThe customer informed SAFE Security that he wanted to cancel serviceThe 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 writingPlease 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 months, and will automatically continue from year to year thereafter unless cancelled by either of us in writing no later than 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 agreementThe 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/Since a cancellation letter was not received by 04/30/15, the account automatically renewed for year with a new expiration date of 05/31/ 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 $SAFE Security will begin the cancellation process on the account Please disregard invoices/statements you may receive during the cancellation processIt 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 Business Response / [redacted] (1000, 5, 2014/05/14) */ [redacted] Murphy, TX XXXXX Re: XXXXXX Dear [redacted] : This is notice that your account with SAFE Security has been cancelledYour account balance is $and you will no longer receive billing correspondence from us Regards, SAFE Security Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has complied with my wish to have my account cancel with a $Balance Thanks Revdex.com

Initial Business Response /* (1000, 5, 2015/04/09) */
Contract Terms: 04/10, months, auto renewal for successive year (Renewal Term) unless cancelled in writing no less than days prior to end of the contract term
NOTE: Customer resides in a non-auto renewal state, renewal terms
automatically default month to monthContract expiration date is 3/31/
SAFE Security acquired the security agreement from Pinnacle Security on 02/04/
On 3/31/15, SAFE Security received the cancellation letter from the customerSAFE Security will honor the cancellation letter as days
Collection efforts will cease on the account
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 processIt may take up to two billing cycles for the cancellation process to be completed
Thank you
*** ***
Collection Manager

Initial Business Response /* (1000, 5, 2016/02/02) */
In regards to customer ***, our record indicates the following:
* On July 31, the customer signed a contract with *** LLC, for the initial term of monthsThis agreement automatically renews for
successive one (1) year to year renewal terms, unless cancelled by either party in writing no less than days prior to the end of the their current term
* The customer called SAFE Security requesting to get a technician out to his home on 6/5/At that time Safe Security did not have a tech available
* SAFE Security will cancel out the account effective immediately per the customer's request
* SAFE Security apologizes for any inconveniencesSAFE Security's 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
Sincerely,
SAFE Security
***
***
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Re: Customer # ***We are responding to the consumer's complaint regarding account #*** 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 this SAFE accountThis is the results of our investigation:SAFE Security has not received a written cancellation notice from the customerAccording to the contract that was signed on October 18, 2012, the initial terms were for months with an "automatic renewal for successive (1) year renewal terms, unless cancelled by you at the end of the Initial term or any Renewal term by written notice sent to us at least fifteen (15) days before the expiration of the Initial term or the then current Renewal Term."SAFE Security's goal is to resolve customer concerns in a timely matterPlease feel free to contact us at (*** *** Monday through Friday, 6:AM to 5:PM, Pacific Time.Sincerely,SAFE SecurityPO Box *** *** ** ***

Initial Business Response /* (1000, 5, 2015/11/24) */
On July 19, *** *** signed a contract with Pinnacle Security LLC, for the initial term of monthsThis agreement automatically renews for successive one (1) month to month renewal terms, unless cancelled by either party in
writing no less than days prior to the end of the their current term
SAFE Security has not received a written request from Mr*** requesting to cancel services
SAFE Security will honor Mr*** request to cancel provided he send us the cancellation letterWithout a cancellation letter in writing on fileSAFE Security is unable to process Mr*** request
SAFE Security will continue to bill Mr*** each month until the cancellation letter is received and the last payment has been made
Please be advised, SAFE Security has taken action on your complaint and this issue will be resolved immediately
Thank you,
***
Premier Supervisor