SAFE Security

Initial Business Response /* (1000, 5, 2014/05/13) */
Date: May 12,
Revdex.com Response: *** *** - Case# XXXXXXXX
Re: *** *** - Customer # XXXXXXX
Contract Terms: 06/12, years, auto renewal for successive month (Renewal Term) unless cancelled in writing no less than
days prior to end of the contract term
SAFE Security acquired the security agreement from Devon Security on 12/24/
Customer signed new contract agreement with Devon on 6/12/and a new system was supposed to be installedInstallation was never completed and customer continued to be billing for monthly monitoring services
On 4/21/2014, SAFE Security received a cancellation letter from the customer with an explanation as to what occurred and why no payment has been received on the account
Collection efforts have ceased on the account
No monies are due from the customer
The account has been submitted for cancellation with a zero balance
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
Safe Security
Tel: XXXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2014/05/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will need a letter, from the Collections manager, written to me stating the contract has been dissolved and that monies are due from me to Safe SecurityPosting a message on the Revdex.com is no guarantee that they will follow throughThe best solution is the letter to me, only then will I be confident of their business practicesThank you in advance
***
Final Business Response /* (4000, 9, 2014/05/22) */
*** ***
*** *** Creek Dr
*** ** XXXXX
Re: XXXXXXX
Dear *** ***,
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 Business Response /* (1000, 5, 2014/02/24) */
Re: *** (Revdex.com Case#***)
SAFE Customer #***
***
***
To Dispute Resolution:
In regards to customer ***:
SAFE Security(r) ("SAFE") received the Revdex.com notification on
February 18, 2014, regarding your alarm monitoring cancellation conflict
The Customer's account is set up to cancel with 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 (***) *** Monday through Friday, 6:AM to 5:PM, Pacific Time
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P
***
Portfolio Specialist
CC: ***

Initial Business Response /* (1000, 5, 2015/08/24) */
Date: August 21,
Revdex.com Response: *** *** - Case# XXXXXXXX
Re: *** *** - Customer # XXXXXXX
Contract Terms: 02/11, 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 02/16/
Reviewed recorded conversations with customer and SAFE Security
On 2/27/15, on SAFE Security contacted the customer regarding the balance dueThe customer informed SAFE Security that he wanted to cancel service as he was moving to New MexicoThe SAFE Security attempted to transfer the customer to the Retention Department who could assist the customer with the cancellation, however the customer stated that he was driving and did not want to continue the call
On 3/31/15, on SAFE Security contacted the customer regarding the balance dueThe customer stated that they moved a few months ago and also called in to cancel serviceSAFE Security explained to the customer that a cancellation letter was needed in order to cancel serviceThe cancellation requirements were also read to the customer and that a cancellation letter needed to be sent to SAFE Security at least days prior to the end of then contract term or the contract would automatically renewThe SAFE Security Representative tried to go over the cancellation instructions with the customerCustomer stated that no one has ever gone over this with himSAFE Security Representative asked the customer to get a pen and paper to write down the instructionsThe customer stated that he was on the road and requested that the instructions be emailed to himThe customer asked if he had to go through this ordeal just to cancel and the SAFE Security Representative told the customer that it was a requirement in order to cancel serviceThe SAFE Security Representative then went over in detail with the customer the cancellation instructions, contract terms and balance of contract amount dueCustomer stated that he was not going to pay
NOTE: Verbal cancellation requests are not accepted
Cancellation requests must be submitted in writingPlease see attached contract agreement, Page 1, Section Term, Payment and Renewal, Paragraph 1.1, "This agreement automatically renews for successive year periods (each a renewal term) unless subscriber or dealer gives written notice of cancellation at least days before the end of the initial or renewal term."
Please contract agreement page 2, Section Interruption of Service
A digital Monitoring Facility communicator is a non-supervised reporting device that requires the telephone line to be operative for a signal to be received by Monitoring FacilityTherefore, if the telephone line is non-operative, disconnected, placed on vacation or otherwise interrupted and the neither the Monitoring Facility nor the Dealer is aware of the interruption, no signal can be received by the Monitoring Facility while the telephone line is inoperative
Please contract agreement page 2, Section Subscribers Duties As to Use System, Paragraph 5.3;
Subscriber must not tamper with, disturb, inure, remove or otherwise interfere with the system or permit any interference by any third partyThe system must remain in the same location as installed, any removal or disturbance to the system resulting from painting, altering , remodeling or otherwise is the Subscriber's responsibility, it addition to any other charges under this agreement, in accordance with the Dealer's then current standard chargesSubscriber must notify Dealer of any remodeling or other charges to the protected premises that affect the operation of the system
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
No refund *** be issued 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: ***@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 *** 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 *** held to the contract terms

Initial Business Response /* (1000, 5, 2016/01/06) */
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 this SAFE account
We have reviewed all notations, conversations and correspondence reflective of the account historyThis is to confirm that we are cancelling the account and have requested the billing statements to discontinue 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:AM to 6:PM, Pacific Time
Sincerely,
SAFE Security
PO Box
San Ramon, CA XXXXX
Initial Consumer Rebuttal /* (2000, 7, 2016/01/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the continued billing is stopped, I am satisfied with the resultsThank you

Initial Business Response /* (1000, 5, 2015/10/21) */
Re: Account #XXXXXXX
***, ***
*** *** Drive
*** *** ** XXXXX
(XXX) XXX-XXXX
We are in receipt of the written complaint regarding account #XXXXXXX and have listed our response below to address the statements
within the complaint and provided our resolution
We have carefully reviewed all notations, documentation as well as the contract associated to SAFE account #XXXXXXXRegarding the statement of; "I want my contract cancelled with this company, I want no more affiliation with that whatsoever."
We have reviewed all notations, conversations and correspondence reflective of the account history and will cancel the contract and thereby cancel this customer's account effective immediately
SAFE Security's goal is to resolve customer concerns in a timely matter
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Time

Initial Business Response /* (1000, 5, 2014/03/13) */
Re: ***, *** (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
*** *** *** ***
Las *** ** XXXXX
To Dispute Resolution:
In regards to customer XXXXXXX:
SAFE Security(r) ("SAFE") stands by *** *** the
("Customers") signed Security One International, Inc ("SOI") Alarm System Installation & Detection Services Agreement ("Agreement")
Additionally, please review the copy of the enclosed Agreement, specifically highlighted Section ASSIGNMENTPlease also review the highlighted portion of the contract below your bank account information, the final paragraph of Section
At this time, the Customer's account is to days past due with a balance of $
Please remit payment immediately to avoid being sent offsite to a third party collection agency at day milestone
SAFE considers this matter resolvedIf the Customer has any questions or needs further clarification on any aspect of the 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: *** ***, *** *** code:
Initial Consumer Rebuttal /* (3000, 7, 2014/03/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Safe Security's response does not resolve my complaintThey continue to threaten collection and insist there is a contractAs stated in my written letters, which SAFE refuses to acknowledge, my system is not functioning, is disconnected and SAFE is not monitoringI believed I was on month-to-month with Castlerock since they did not contact me to renew the term of contract, and I did not agree to renewI cancelled the SAFE monitoring service as of 12/31/13, in writing as requested by SAFEAs stated in my letter to SAFE, my only income now is Social Security, I had to start paying Medicare premiums, and I can no longer afford to pay for monitoring serviceAs requested in my desired resolution, SAFE should cancel the monitoring account effective 12/31/Threatening me with collection does not change the fact that I cannot pay
Final Business Response /* (4000, 9, 2014/03/21) */
Revdex.com March 21,
Re: ***, *** (Revdex.com Case#XXXXXXXX)
SAFE Customer #XXXXXXX
*** *** *** ***
*** *** ** XXXXX
To Dispute Resolution:
In regards to customer XXXXXXX:
SAFE Security(r) ("SAFE") stands by our previous response
Unfortunately, because *** *** the ("Customer") signed a contract with a different company, the Customer has obligated herself to both companies for the same service; SAFE has no control or obligation for the contract she signed with the new service provider as we are not affiliated in any way
The Customer continues to be contractually obligated to her signed alarm agreement annual renewal termsIf the Customer has any questions or needs further clarification on any aspect of the agreement, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Standard Time
Sincerely,
SECURITY ALARM FINANCING ENTERPRISES, L.P
CC: *** ***, *** *** code:
Final Consumer Response /* (4200, 11, 2014/03/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SAFE's response does not propose any resolutionTheir response contains incorrect information and nonsenseI do not know what SAFE means by this statement: "Unfortunately, because *** *** the ("Customer") signed a contract with a different company, the Customer has obligated herself to both companies for the same service; SAFE has no control or obligation for the contract she signed with the new service provider as we are not affiliated in any way"
I do not have any "new service provider"I have not signed any contract with a "different company" or any "new service provider", and SAFE does not state who the "different company" or "new service provider" is that SAFE claims they are not affiliated withSAFE's response is nonsenseI am not obligated to "both companies for the same service"I do not have a contract with SAFE nor any other companyI have no monitoring service at allMy system is not functioning and I disconnected it from SAFE in DecAgain, the SAFE response contains incorrect information and nonsense, and does not propose any resolution

The company typically send someone who has the job in between semesters at school to try and sell you a security system The one who came to my house had no idea what they are doing but he was nice and I help him install the systemThey then get you to sign a year contract which is not thoroughly explained to you because at the end of the contract it auto renews yearlyThis is someone that should be explained to the homeowner before installationThe contract they hand you is massive and this clause is contained in the fine printIf they provided good enough service and support they would not have to lock their customers into year to year contracts

Initial Business Response /* (1000, 6, 2014/06/05) */
Date: May 30,
Revdex.com Response: *** *** - Case# XXXXXXXX
Re: *** ***- Customer # XXXXXXX
Contract Terms: 05/2010, months, auto renewal year s (Renewal Term) unless cancelled in writing no less than
days prior to end of the contract termContract expires 11/30/
SAFE Security acquired the security agreement from Pinnacle LLC on 2/4/
On 5/22/14, a cancellation letter was received from the customer
On 5/29/14, customer contacted SAFE Security and was quoted the balance of contract amount $217.25, but was offered a 50% offNew balance of contract amount was $Customer paid balance of contract payment
The contract terms have been satisfied and no additional monies are due from the customer
The account has been submitted for cancellation
Please disregard invoices/statements you may receive during the cancellation processIt may take up to two billing cycles for the cancellation process to be completed
Thank you
*** ***
Collection Manager
Safe Security
Initial Consumer Rebuttal /* (2000, 8, 2014/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We did choose to accept the 50% pay off and accept partial responsibility for this miscommunication/misunderstandingWe learned a lot from this experience and will be more selective and informed on whom we do business withThank you for your assistance!
Respectfully,
*** ***

Initial Business Response /* (1000, 5, 2014/05/22) */
Account Number: XXXXXXX
Customer: *** ***
In regards to customer *** *** account number XXXXXXX, our records indicate the following:
Mr*** signed a contract with SAFE Security on February 16, for
months
Mr*** notified us that he had moved to a new address and would like service transferred to new location
SAFE Security will contact Mr*** to see if we can work out an agreeable solution
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,
** ***
Customer Care Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the three business days following SAFE Security's response to the Revdex.com complaint, they have not contacted us for a resolution
Final Business Response /* (4000, 9, 2014/06/09) */
SAFE Security has contacted Mr*** in an effort to negotiate a new contract for their new location
SAFE Security and Mr*** were not able to come to an agreement
SAFE Security will be contacting Mr*** to negotiate a settlement for the remaining term of the contract
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
Consumer Response /* (-5, 14, 2014/07/28) */
Pursuant to previous communications and records regarding this complaint, it should be noted that between the dates of May 27th and July 28th of the year only two attempts to contact us (the *** family) have been made by SAFE Security following a promise to escalate our issue within the Customer Care department
The first attempt was on May 27th by Customer Care Manager Mr** ***, who left a voicemail requesting a return callThree phone calls to his direct extension have gone unanswered and unreturned (voicemail messages were left for Mr*** in two of the three attempts)
The second call was made on July 28th by a representative with very little knowledge of the previous escalation that had reportedly been made on our behalf
To date, no progress has been made on a resolution for our complaint
It should also be noted that we have made payments in the cumulative amount of $ without any services rendered whatsoever
At this point, we have discontinued automatic payments to SAFE Security and have initiated a dispute for the previous days' worth of payments, as we have not received any service whatsoever in returnIt is our belief that six months' verbal notice and over days' written notice - with the Revdex.com mediating - has been more than enough to reach an amiable dealSAFE Security is
Consumer Response /* (3000, 16, 2014/07/28) */
To: SAFE Security Customer Care, San Ramon
Cc: Revdex.com, Oakland
Ref: Revdex.com Complaint # XXXXXXXX
Subj: Discontinued Payment for Services Not Rendered
Pursuant to previous communications and records regarding this complaint, it should be noted that
between the dates of May 27th and July 28th of the year only two attempts to contact us (the
*** family) have been made by SAFE Security following a promise to escalate our issue within
the Customer Care department
The first attempt was on May 27th by Customer Care Manager Mr** ***, who left a voicemail
requesting a return callThree phone calls to his direct extension have gone unanswered and
unreturned (voicemail messages were left for Mr*** in two of the three attempts)
The second call was made on July 28th by a representative with very little knowledge of the previous
escalation that had reportedly been made on our behalf
To date, no progress has been made on a resolution for our complaint
It should also be noted that we have made payments in the cumulative amount of $ without
any services rendered whatsoever
At this point, we have discontinued automatic payments to SAFE Security and have initiated a dispute
for the previous days' worth of payments, as we have not received any service whatsoever in return
It is our belief that six months' verbal notice and over days' written notice - with the Revdex.com mediating -
has been more than enough to reach an amiable dealSAFE Security is welcome to invoice us at our
mailing address, including a credit for all payments without service
Sincerely,
*** ***
*** *** *** Dr
*** *** XXXXX
P.SA copy of this letter and all corresponding documents will be forwarded to the appropriate credit
reporting agencies
Consumer Response /* (-5, 18, 2014/08/04) */
It should also be noted that SAFE Security has not updated our contact information, despite months of disputeAttached is a letter dated July 21st and another mailing dated July 24th which shows our Humble address after SAFE was advised of our location change - in writing - on numerous occasionsOur confidence in SAFE to provide safety services and to adhere to our mutual service agreement is nullified in light of their apparent inability to locate our residence
Business Response /* (4000, 19, 2014/08/08) */
Customer Name: *** ***
Account Number: XXXXXXX
Rebuttal Response
As noted in previous response, SAFE Security and Mr*** were not able to come to an agreement for a contract at the new location
Mr*** current contract with SAFE Security was signed on February 16, for the initial term of months
There are months remaining on the initial term of this contract with a remaining balance of contract of $
SAFE Security is willing cancel the terms of this agreement provided 50% of the remaining balance of contract is paid$
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,
** ***
Customer Care Manager
Consumer Response /* (4200, 21, 2014/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate the offer and have entertained this possibility at one timeHowever, this was multiple billing cycles prior to today, and we feel that since we have not received service of ANY kind in the last months that were paid, we insist that we have earned credit in the amount of those payments - and no less
Furthermore, it is not the *** family that has ended the contract, so we should not have to pay severance at allIt was our intention to continue the service according to the termsHowever, SAFE Security has either a) not been able, or b) not cared to guarantee the provisional equipment and the same level of service that was provided at our first locationWe have not breached our end of the contract by relocating, and we have given a full year to SAFE to provided the goods and services guaranteed to us by contract - which they have not
At this time, we have determined that it will be mutually beneficial for SAFE to offer to discontinue the contract with a zero balance owed, and to keep the payments that have already been made to their account despite their inaction
Continued attempts to collect or coerce more money for non-service will be met with a reversal of the previous paragraph and the pursuit of a full credit for every month wherein service was not provided

Initial Business Response /* (1000, 5, 2014/08/06) */
Account Number: XXXXXXX
Revdex.com Case #: XXXXXXXX
Customer: *** ***
*** *** Way STE *
*** ** XXXXX
In reviewing Ms*** *** account XXXXXXX, our records indicate the following:
On November 23rd Ms***
*** signed a Business contract with Pinnacle Security, for initial terms of monthsThe initial term ended on May
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 current term
SAFE Security received a written Cancellation letter from Ms*** *** requesting cancellation on July 23rd
The cancellation letter would had to have been in-house by May 10th at the latest
*** *** account cannot be cancelled due to the account having renewed to May
On July 29th MS*** *** was offered 50% off her Balance of ContractThis would have been in the amount of $
MS*** *** said she would call back to settle
At this time we are prepared to proceed on cancelling Ms***'s service if she is willing to pay the 50% balance of the contract the amount is $
Business accounts are not set up to be Month to Month for renewal terms
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:AM to 5:PM, Pacific Time to advise us how you would like to would like to proceed
Thank you,
*** ***
Customer Care Supervisor

[redacted]
Re: Account #[redacted]
" LETTER-SPACING: normal">
We are in receipt of the written complaint regarding account #[redacted] 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:
[redacted] is in the initial terms of the 36month contract that was signed in [redacted]
* SAFE Security is working with [redacted] on an amicable resolution
SAFE Security's goal is to resolve customer concerns in a timely matter
Sincerely,
SAFE Security
PO Box
San Ramon, CA

July 11,
Re: Account # [redacted]
" LETTER-SPACING: normal">Case# [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 and provided our resolution
* On June 20, 2014, [redacted] signed a year contract with SAFE Security in order to receive an upgrade to his alarm systemOn this new contract that was signed, [redacted] also received a lower monthly rate on the servicesThe bill was decreased from $[redacted] per month down to $[redacted]The initial terms of this agreement expires in June
* We are willing to work with [redacted] and offer (2) options of resolutionWe will charge $[redacted] for the upgrade that was done in June and default back to the terms of the [redacted] contract we have on fileThis contract has an automatic annual renewal clause in which the terms expire in November If [redacted] agrees to this option, there will be a 50% discount applied to the final balance of the agreement and the payoff would be $[redacted]If this option is chosen, the total amount to be paid to SAFE Security will be $[redacted]
* The 2nd option is to continue with the terms of the most recent contract that was signed on June 20, and [redacted] will be obligated to pay the remaining contract balance of [redacted]We will also need to receive a written cancellation letter from [redacted] in order to fulfill the terms of the agreement
Please feel free to contact us at [redacted] Monday through Friday, 6:AM to 5:PM, Pacific Time
Sincerely,
SAFE Security
[redacted]

July 07,
Re: Account #[redacted]
" LETTER-SPACING: normal">Case# [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 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:
* On May 02, 2013, [redacted] signed a 3yr contract with an annual renewal clause that renew every year in MayThe existing SAFE Security contract renewed in May for 12months and will expire in May
* In order to fulfill the terms of the contract, [redacted] will need to submit a written cancellation letter that includes her signature and the remaining contract balance of $will need to be paid
* We also offer the option to transfer the service to a new address if [redacted] would like to do so
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:AM to 5:PM, Pacific Time
Sincerely,
SAFE Security
[redacted]

Initial Business Response /* (1000, 5, 2014/08/22) */
Customer: [redacted]
Account Number: XXXXXXX
In regards to customer XXXXXXX, our record indicates the following:
Customer signed a 39 month contract with Pinnacle Security on March 31, 2010. Initial term ended on June 30, 2013....

The agreement shall automatically renew for successive one (1) month renewal terms ( each a "Renewal Term"); unless cancelled by either party in writing no less than 30 days prior to the end of the then-current term.
SAFE Security received customer's signed request to cancel their SAFE Security account on August 1, 2013
Customer's account was cancelled at the end of September 2013
SAFE Security continued to incorrectly collect $43.29 payment from October 2013 to June 2014.
SAFE Security has approved and processed a refund for $43.29 x 9 months = $389.61.
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 Consumer Rebuttal /* (2000, 7, 2014/08/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The check was post marked August 17th. These dates are incorrect and I have tried multiple times to contact this business. Thank you.

Initial Business Response /* (1000, 5, 2015/10/08) */
Revdex.com Response: [redacted] - Case# XXXXXXXX
Re: [redacted] - Customer # XXXXXXX
Contract Terms: 02/10, 3 years, auto renewal for successive 1 month (Renewal Term) unless cancelled in writing no less than 30 days prior to...

end of the contract term
SAFE Security acquired the security agreement from Castle Rock Security on 10/18/13.
Your account has been reviewed and the following determination has been made:
On 9/1/15, SAFE Security received a cancellation letter from the customer.
The customer will be released from the contract terms.
No monies are due from the customer.
The account has been submitted for cancellation.
Please disregard invoices/statements you may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I, [redacted] accepts the results of my complaint. I appreciate the help from the Revdex.com. I do understand that no monies are due. Thanks

Safe security has refused to cancel my security service today when I called and said I must finish pout my contract. They finally did offer a reduced rate,
This company and its contracts, in my opinion are horrible and extremely difficult to deal with. My experience with them has been negative.

Initial Business Response /* (1000, 5, 2015/09/29) */
Revdex.com

Re: [redacted] (Revdex.com Case # XXXXXXXX)
SAFE Customer #XXXXXXX
XXX XXXth [redacted] E
[redacted]...

** XXXXX
To Dispute Resolution:
In regards to customer [redacted], our records indicate the following:
SAFE has reviewed the customer complaint. SAFE has issued a check in the amount of $100.00 as a refund for the amount that the customer was charged by the county for false alarm fees indicated in the complaint. SAFE sincerely apologizes for the any inconvenience this issue may have caused for the customer.
If the Customer has any questions or needs further clarification on any aspect of this situation, please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time.
Respectfully,
SECURITY ALARM FINANCING ENTERPRISES, L.P.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
After talking with [redacted] in detail about this issue was determine I was right regarding the program.

Initial Business Response /* (1000, 5, 2015/05/29) */
Customer: [redacted]

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

The existing contract for [redacted] is from Pinnacle Security for 39months with the expiration date of May 2015. Per...

notes on the account that date back to September 2012, the only request made to cancel the services was done via phone call to Safe Security on May 18, 2015. At that time, the customer was informed of the contract terms he signed and agreed to on December 20, 2011. In the contract the customer signed, it states "This Agreement shall automatically renew for successive twelve (12) month renewal terms unless cancelled by you no less than 30days prior to the end of the then current term by sending written notice (via mail or fax) to us at the address or to the fax number listed above".

Safe Security received the written notice of cancellation on 05/20/15 from Mr. [redacted]. Since the letter was not received 30days prior, the contract renewed for an additional year which would be May 2016. This renewal term again is part of the contract Mr. [redacted] agreed to when he signed the original agreement on December 20, 2011. Mr. [redacted] was informed that the amount he would have to pay to cancel service prior to completing the contractual term would be $449.91. Safe Security offered to work with the customer and allow him to pay only 25% of the remaining balance which was $112.00. Mr. [redacted] agreed to make this final payment in order to cancel services prior to the contractual term completing. This amount is non-refundable because it is a valid charge based on the contract terms Mr. [redacted] signed and agreed to on December 20,2011. No refund will be given and the account is pending cancellation.

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

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


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


Thank you,

[redacted]
Premier Supervisor

Initial Business Response /* (1000, 5, 2014/04/28) */
In regards to customer XXXXXXX, our record indicates the following:
On June 14, 2010, Mrs. [redacted] signed a contract with Pinnacle Security for the initial term of 42 months. The initial term ended on December 14, 2013.
...

This agreement automatically renews for successive one (1) year renewal terms, unless cancelled by either party in writing no less than 15 days prior to the end of the then current term.
Mrs. [redacted] contract automatically renewed until December 3, 2014.
SAFE Security received a written notification from Mrs. [redacted] requesting cancellation 1/24/2014.
Mrs. [redacted] called SAFE Security on December 26, 2013 with her initial request for cancellation.
Safe Security will honor Mrs. [redacted] cancellation request effective 1/24/2014. The cancellation letter has to show on file 15 days from the received date.
Mrs. [redacted] is responsible for January and February payment because we received the cancellation letter after the renewal term date.
Please feel free to contact us at (XXX) XXX-XXXX Monday through Friday, 6:00 AM to 5:00 PM, Pacific Time if you have any questions.


Thank you,


[redacted]
Premier Supervisor
SAFE Security
Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have said many times, I made the phone call to Pinnacle Security in February 2013 when I was moving out of the home I was renting prior to Safe Security buying my account. I told them I would not be renewing my contract. They assured me my account was going to be closed once my contract was completed (December 14, 2013) & that my account was paid up until that point. No further action was required. My account should show all of this information including that I called to notify them that I wouldn't be living in the home I had been receiving security system services. Which means that IF Safe Security did send an introductory letter in March 2013 when they purchased my account, they would have known I wasn't even residing there therefor wouldn't be receiving mail there. They did not inform me that they purchased my account & the account should have been closed on December 14, 2013 as I was told it would. I had no idea Safe Security even existed until money started disappearing out of my account without my permission when they renewed my contract that should NOT have been renewed. Not only was I not notified that they even existed prior to taking my money, but then when I called them in December 2013 (when I saw the first amount of $49.99 taken from my account) I was told if I faxed in a withdrawal from services my account would be closed and my money refunded. The money was never refunded. They are claiming they are rightfully owed this money for services that have not been received since February of 2013. They owe me the amount they took out of my account in the amount of $99.98. I did everything properly. In the February 2013 phone call these are the the main areas that were discussed;
*I called & notified Pinnacle I was moving from the residence I was receiving Security System Services.
*I agreed to fulfill my contract until December 14, 2013.
*I notified them I would not be renewing my contract & specifically asked if any further action was required.
*My account was paid in full until
The end of my contract.
Even after all of this Safe Security thinks they are entitled to my money for services that are not being received. In the first initial phone call to them in December 2013 once. I saw the money of out my account, their representative told me if I faxed in a statement to close my account & requesting a refund, it would be done & I would receive the money back. I should not have even had to do this since the account was closed as of December 14, 2013 but they claimed they had no note of this on my account. So I did as they asked & faxed in the paper & the money that was promised to be refunded, was not. I am tired of poor customer service & representatives telling customers they are making notes on their accounts when it's obvious they are in fact not. I am not responsible for paying them for December 2013 & January 2014. They took my money out of my account without my permission for services I am not receiving.

Final Business Response /* (4000, 9, 2014/05/06) */
In regards to your account # XXXXXXX the billing on this account has been cancelled with no further monies owed.
Sincerely,
SAFE Security
Final Consumer Response /* (4200, 11, 2014/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am well aware I owe no money to this company, it is the company that owes me $99.98. Money that needs to be refunded immediately.
Consumer Response /* (3000, 16, 2014/06/16) */
I'm confused,
I thought the point of filing a complaint was to do the right thing & solve the issue. Isn't the Revdex.com a type of mediator of some sort? This company STOLE money from my account & no one is going to do anything about it? I look forward to some type of explanation as this is appalling & completely disappointing. Allowing businesses to do this to people is shameful.
[redacted]
Business Response /* (4000, 18, 2014/06/24) */
Responding to Customer Rebuttal:
SAFE Security has received a written notification from Mrs. [redacted] on 1/24/14 requesting cancellation. However Mrs. [redacted] missed the renewal date to cancel the account.
SAFE Security honor Mrs. Weaver cancellation and will not be refunding January or February payments going forward.
SAFE Security has cancelled the account based upon Mrs. [redacted] requested.
After reviewing the account SAFE Security will not be giving any refund at this time.
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]
Consumer Response /* (4200, 20, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did NOT 'miss the renewal date to cancel the account' I called in February 2013 & notified Pinnacle that the home I was renting where the service was installed & running had been out up for sale & I was moving out of the home. I verified that my account was paid in full until the end of my contract & that the account would be closed when it was completed (December 2013) Safe Security made absolutely NO EFFORT to contact me via the email or phone number listed on my account. Oh you sent a letter introducing yourselves? IN MARCH 2013 A MONTH AFTER I HAD GIVEN NOTICE THE RESIDENCE WOULD NO LONGER BE OCCUPIED BY ME. I am sick & tired of you repeating yourself [redacted] Your company took money from me when it had NO RIGHT. My contract was done & the account was to be closed December 2013. $99.98 is owed to me. Bottom. Line.

[redacted]
 
 
Re: Account # [redacted]
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We are in receipt of the written complaint regarding account #[redacted] have listed our response below to address the statements within the complaint and provided our resolution.
 
Refund check# [redacted] in the amount of $[redacted] was paid on [redacted] to [redacted] As of [redacted] SAFE Security received the check back with the return mail reason “NONUM” – No Such Number.
 
We reached out to [redacted] on [redacted] and were provided the corrected address in which to send the refund. We will ship the check to: [redacted] overnight via [redacted]
 
 
Please feel free to contact us at (800) 669-7779 Monday through Friday, 6:00 AM to 6:00 PM, Pacific Time.
 
 
Sincerely,
 
SAFE Security
[redacted]
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