SAFE Security Reviews (%countItem)
View Photos
SAFE Security Rating
Address: 2440 Camino Ramon Ste 200, San Ramon, California, United States, 94583-4326
Phone: |
Show more...
|
Fax: |
+1 (925) 891-3650 +1 (925) 830-0566 +1 (925) 830-0381 +1 (925) 830-5122 +1 (925) 830-8490 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for SAFE Security
Add new contacts
ADVERTISEMENT
I have been with this company for quite a while now, and they mentioned to me to upgrade.
I decided to upgrade, ever since then they bring new system and install but that system always ends up having a problem. The technician seems to delay everything along with the company, because they are not prepared for what can and will happen with the equipment not working.
Then they make you wait over a week, without sending you notice, I have to call back and tell them about what is going on which they put me on phone and transfer to different representatives.
Overall, I’m not happy with the company as to they do not know how to keep their customers happy. Even though I’m not receiving my full service they still want to charge fully. Every time the technician comes and tries to install something he comes across a problem which then leads to the installation being delayed for another month.
Date: July 31, 2019
***
***
***
Re: *** - Customer ***
Product and Service Issues
Contract Terms: 05/18, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
Our records show that the customer has been having on service issues with his secondary keypad. SAFE Security has made several attempts to try and correct the service issues, but have been unsuccessful.
To resolve this issue, the Sr. Technician at SAFE Security has scheduled an appointment tomorrow 8/1/19 to visit the customer’s residence in an attempt to resolve the customer’ service issues.
SAFE Security apologizes for the inconvenience this has caused you and we value your business.
Thank you for being a SAFE Security customer and we will strive to resolve your service issues tomorrow on 8/1/19.
Thank you.
SAFE Security
I had to sell my home in *** due to unable to afford cause of my husband death. When I called to cancel service I was told I needed to pay $1016.19 to cancel contract or new home owner could take over account or I could transfer account to new home which would cost 150.00 and I would have to sign new contract. Advised I didn't have 1016.19 to give them and I wouldn't sign new contract cause of issues I'm having now. The girl was supposed to be a manager she was very rude and as understanding as a rock. Said it's company policy and more or less it's my problem. So I'm paying $34.00 to monitor a home I don't live in. My husband was a Vietnam vet that agent *** it's hard enough to deal with his death and losing my home then to deal with companies like that
Date: July 24, 2019
***
***
***
Re: *** – Customer # ***
Request to Cancel Service
Original Contract Terms: 09/2018, 39 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 12/2021.
Upon reviewing the account, below are the findings:
Although the customer has sold and/or moved from the home, she is still required to satisfy the terms of the contract agreement.
To resolve this issue, *** will need to pay the balance of contract $1,016.91 in order to cancel service. Once the payment is received, *** will need to contact SAFE Security for the account to be submitted for cancellation.
Until the balance of contract payment is received, the *** will be held to the contract terms.
Thank you.
Safe Security
The Safe Security company is unwilling to work with me without me paying a large amount of money. They will not shut off service or get the equipment out of home that I moved out of. They are unwilling to do anything except charge me money. They wont transfer service without me signing another 3 year contract and again charge me money to move the equipment. I don't mind paying that fee but it seems they are out to get as much money they can. The new owner of the house keeps setting the alarm and I keep turning it off. I'm going to try to contact the *** department cause if it goes off the new owners will have no way to know the password or anything else. They wont send a letter to get new owner to take on contract they are unwilling to do anything. This is why you don't let someone just walking down the street sign you up to something. None of this was explained when alarm was installed.
Thank You
Date: August 1, 2019
***
***
***
Re: *** – Customer ***
Request to Cancel Service
SAFE Security is responding the Revdex.com Rebuttal response dated 8/1/19.
SAFE Security is standing by its original Revdex.com response dated 7/24/19. See below.
Original Contract Terms: 09/2018, 39 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 12/2021.
Upon reviewing the account, below are the findings:
Although the customer has sold and/or moved from the home, she is still required to satisfy the terms of the contract agreement.
To resolve this issue, *** will need to pay the balance of contract $1,016.91 in order to cancel service. Once the payment is received, *** will need to contact SAFE Security for the account to be submitted for cancellation.
Until the balance of contract payment is received, the *** will be held to the contract terms.
Thank you.
Safe Security
I've been a customer of Safe Security for several years now.
My alarm system ceased to function on June 8, 2019. Even though I requested assistance, I never received any other than a suggestion to check their web site.
I no longer wish to receive services or communications from Safe Security and have stated this in writing.
They continue to send me monthly bills for their "service". Again, my alarm system is not functional and I no longer wish to receive services from them.
Date: July 24, 2019
***
***
Reno, NV 89502
Re: *** - Customer # ***
Product and Service Issues
Contract Terms: 08/17, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
On 6/11/119, SAFE Security received an online service request from Alarm.com for the customer. He stated their alarm panel had not been working in the past few days. He stated that he was out of town and could not attend to it. Said he thought the battery pack was dead.
On 6/17/19, SAFE Security contacted the customer and left a voicemail regarding the customer to call back in regards to service request.
On 7/8/19, SAFE Security received a cancellation letter from the customer.
On 7/18/19, SAFE Security contacted the customer and left a voicemail regarding the customer to call back in regards to service request.
· SAFE Security did attempt to contact the customer in trying to get his service issue resolved.
In regards to be released from the contract security agreement, the customer is responsible for the remaining months in the contract term. The customer owes for the remaining months of 7/1/19 through 8/31/22 with the balance of contract amount of $2433.04. If the customer decides to pay the balance of contract, once payment is received, customer will need to contact SAFE Security and request the account be submitted to for cancellation.
To resolve this issue, SAFE Security recommends that the customer agrees to pay for a service call to have a technician come to the customer’s residence to troubleshoot why that alarm system is not working properly and to get the service issue resolved.
Until the balance of contract payment is received, the customer will be held to terms.
Thank you.
SAFE Security
Date: July 31, 2019
***
***
Reno, NV 89502
Re: *** - Customer # ***
Product and Service Issues
SAFE Security is responding to the Revdex.com Rebuttal dated 7/31/19.
SAFE Security is standing by its original Revdex.com response dated 7/24/19. Please see below.
Contract Terms: 08/17, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
On 6/11/119, SAFE Security received an online service request from Alarm.com for the customer. He stated their alarm panel had not been working in the past few days. He stated that he was out of town and could not attend to it. Said he thought the battery pack was dead.
On 6/17/19, SAFE Security contacted the customer and left a voicemail regarding the customer to call back in regards to service request.
On 7/8/19, SAFE Security received a cancellation letter from the customer.
On 7/18/19, SAFE Security contacted the customer and left a voicemail regarding the customer to call back in regards to service request.
· SAFE Security did attempt to contact the customer in trying to get his service issue resolved.
In regards to be released from the contract security agreement, the customer is responsible for the remaining months in the contract term. The customer owes for the remaining months of 7/1/19 through 8/31/22 with the balance of contract amount of $2433.04. If the customer decides to pay the balance of contract, once payment is received, customer will need to contact SAFE Security and request the account be submitted to for cancellation.
To resolve this issue, SAFE Security recommends that the customer agrees to pay for a service call to have a technician come to the customer’s residence to troubleshoot why that alarm system is not working properly and to get the service issue resolved.
Until the balance of contract payment is received, the customer will be held to terms.
Thank you.
SAFE Security
Complaint: ***
I am rejecting this response because:
Hello,
I don't believe that Safe is operating in good faith in this case. Multiple automated calls referring me to their web site do not constitute "help" or "service".
Had they actually intended to be helpful, a real person could have easily emailed or texted me.
I am amenable to getting my alarm system going again, but I will NEVER pay for services I have not received. Safe knows full well that my alarm system has not functioned since June 8.
I will attempt to arrange for a service to have a new alarm unit installed, but I suspect this will not be an easy task. It seems that Safe makes it very difficult to actually contact someone who can provide service.
I will also be consulting with my attorneys in the near future to find a way to get Safe to stop billing me for services I have not received.
To be clear. I will consider this matter to be resolved when Safe ceases to bill me for times when my alarm is not functioning and when my alarm is functioning and serviced by them.
Thanks so much for your time and effort in this case!
Sincerely
I signed a 3 year contract with them 3.5 years ago. I went to cancel my service today, and they informed me that I am under contract until the end of the year because they auto-renew my contract 12 months at a time, and therefore, I need to pay for 6 months that I won't use. This was not made clear to me.
Date: July 20, 2019
***
***
***
Re: *** – Customer # ***
Request to Cancel Service
Original Contract Terms: 12/2015, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 12/2019.
Upon reviewing the account, below are the findings:
SAFE Security needed to receive a cancellation request from the customer by 11/30/19 to stop the auto renewal. A cancellation request was not received by 11/30/19, and therefore the contract security agreement auto renewed until 12/31/19.
The customer signed the contract security agreement that they understood the terms and conditions of the agreement which outlines the auto renewal contract clause.
Although the customer is moving, he is still required to satisfy the contract security contract agreement through the end of the contract term.
The customer paid the balance of contract and the account has been submitted for cancellation.
Thank you.
Safe Security
Tell us why here...
Complaint: ***
I am rejecting this response because:
SAFE Security never made it clear that they would be auto-renewing my contract. The OVERWHELMING predominance of 1-star reviews here https://www.***consultants/safe-*** shows that many of SAFE Security's former customers also feel that they have been tricked, lied to, and deceived by the company. This level of complaints from customers feeling decieved is NOT the sign of a company that is conducting themselves honestly and ethically.
Sincerely
Date: July 31, 2019
***
***
***
Re: *** – Customer # ***
Request to Cancel Service
SAFE Security is responding the Revdex.com Rebuttal dated 7/31/19.
SAFE Security is standing by its original response dated 7/20/19.
Original Contract Terms: 12/2015, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 12/2019.
Upon reviewing the account, below are the findings:
SAFE Security needed to receive a cancellation request from the customer by 11/30/19 to stop the auto renewal. A cancellation request was not received by 11/30/19, and therefore the contract security agreement auto renewed until 12/31/19.
The customer signed the contract security agreement that they understood the terms and conditions of the agreement which outlines the auto renewal contract clause.
Although the customer is moving, he is still required to satisfy the contract security contract agreement through the end of the contract term.
The customer paid the balance of contract and the account has been submitted for cancellation.
Thank you.
Safe Security
Safe Security cannot supply an alarm monitoring service under the current agreement and wishes to charge me a $317.00 cancellation fee. I need to have a monitoring company that monitors over the internet and they do not provide that service. I have been a customer since 2006 which is 13 years. Their contract does not mention anything about termination fees.
Date: July 20, 2019
***
***
***
Re: *** - Customer # ***
Product and Service Issues
Contract Terms: 02/06, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
· On 6/10/19, customer contacted SAFE Security in regards to LTT (Late to Test) message left by SAFE Security. SAFE Security tested the alarm remotely and not signals were received. A service called was scheduled for the customer.
· On 6/11/19, the technician was on site and discovered the customer had changed their telephone line to VOIP which is not compatible with the customer’s current alarm system, which was preventing signals being sent to the monitoring station.
· The technician recommended an upgrade to a Qolysis 2 alarm panel. The customer was advised that they needed an upgrade.
· On 7/2/19, SAFE Security contacted the customer to follow up on the status of the upgrade. Customer stated that they would call back.
· On 7/11/19, customer contacted SAFE Security and stated they wanted an alarm system that would work through an Ethernet cord only and if that could not be accommodated, requested to cancel service.
· On 7/17/19, customer contacted SAFE Security and requested to cancel service again. Customer was advised again that due to him changing his telephone line to VOIP it was not compatible with his current alarm system and that he would need to have an upgrade, however customer declined stating does not have good signaling.
If the customer is still requesting to cancel service, the customer will need to pay the balance of contract in the amount of $171.00. Once the balance of contract is made, the customer will need to contact SAFE Security so the account can be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to terms.
Thank you.
SAFE Security
Tell us why here...
Oct. 3, 2018 a representative of SafeSecurity came to us and said that he could give us a lower price than Brinks. He assured us that Safe Security would pay any fees we owed to Brinks. To our regret, we signed. Brinks kept calling us and sending us messages that they will take us to court and submit poor credit reports. Each time we tried to call *** (the rep) he NEVER returned the call, or else he would pretend it was a bad connection and would call back. We sent a letter to his office and it was returned "unknown adressee." We had to go to a lawyer and spend $750 to stop Brinks. I called the Safe Security Office and explained to a supervisor *** that we have already paid $185 to Brinks and asked if we could be reimbursed. I was asked to send all pertinent information - sent via certified mail. I did not keep track of the times I called or emailed because I thought I would hear from her. I started recording the dates I emailed - 5/17,5/29,6/4,6/19,/6/22,7/2.7/8/7/10,7/11. The only feedback I get is -Thank you for your correspondence. A representative will be contacting you in 2 business days. NEVER HAPPENED. When I called to speak to *** she was either out of the office, at lunch, training I did speak to her one time on June 7th or 8th and she assured me that the refund check is in the mail and we should receive it by June 14th or 15th - STILL WAITING. I have contacted Safe Security Customer Rep. *** and she told me it is an accounting problem. When I asked to be re-routed to accounting I was told she was not able to do it.
Date: July 20, 2019
***
***
***
Re: ***
· BOC Refund Request
Contract Terms: 10/18, 36 months, auto renewal for successive 1 month (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The Sales Representative made an agreement with customer that if they signed a SAFE Security contract security agreement that he would pay off the balance with their existing alarm provider.
The Sales Representative did not pay the balance of contract to the customer.
As a courtesy, SAFE Security will issue a refund to the customer.
· A refund will be submitted in the amount of $180.00. The refund will be sent within 2-4 weeks.
Thank you.
SAFE Security
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *nd find that this resolution is satisfactory to me.
Sincerely
I purchased Safe Security System on 4/25/18. On this day, I made it clear to the technician that I did not want a contract. That I hated contracts. He assured me that I would not be obligated to a Contract. That was my main reason to allow the installation. I have had problems with my billing. First, I was told that my payments would be drafted from my checking account which is why I provided a blank check to the technician. I also had to write a letter to my previous Security company ( I was no longer under that contract.,) to let that company know that I no longer wanted their service. A few weeks later, I had the same technician install the security system at my second property, and I told him that I wanted both bills combined into one bill. He assured me that that wouldn't be a problem In February of 2018, I was billed with a past due amount. I contacted Safe Security, discussed the past due amount and was told it was due to a check that was returned. I let the representative know that I had Account Protection on my checking account which meant/means my checks will always be honored. Then I was told that the check was not honored due to an issue with Safe Security. I even went to my bank to make sure I had no returned checks. I discovered that not to be true. My bank representative and I contacted Safe Security to discuss that issue with the company, but we were unable to talk with any of their representatives. At that time, I requested that paper bills be sent to my home address. I was told that that would happen. A few months into the service, the months of April and may were not paid because my bills went directly to my second property, not to my resident. therefore causing overdue amounts. When I called Safe Security, the representative could not explain why this happened. I also discovered that in the Application form, there was one page titled "Automatic Renewal Notice". which I initialed like all the other pages. The representative told me not to worry because I would be contacted an asked if I wanted to be renewed. That did not happen. I no longer want Safe Security Service. When I call for assistance, either I cannot understand the representative's English, or there is *** available to help me. I did receive a call back from a Safe Security representative who told me that the company is willing to deduct $46.00 from my bill which has two months past due on it. Nobody could explain to me why those two bills went to my second property. I want to share this complaint for others to know that this is not the best Security Company, and I want to return to my previous company where I had no complaints. I hope my issues can be resolved throug the Revdex.com. If not, my next step will be to contact Mo. Consumer Protection Agency to file my complaint with the Mo. States Attorney General.to cancel this service.
Date: July 13, 2019
Re:*** - Customer # ***
SAFE Security is responding the Revdex.com complaint filed on 7/9/19. Please see attached PDF document response.
Thank you.
SAFE Security
Complaint: ***
I am rejecting this response because: Information given by this company is incorrect. First, the sales representative used my voided check to input the checking information. This is the beginning of the problems I am having with this company. Also. The dates for installation at my second property is incorrect. I never received a copy for the installation of the system at the ***. address. I also tried to make clear that Billing should come to my home address not the University City property because nobody lived at that property. I did not request, at any time, for my bills to go to ***. 63113. Finally. I only requested Cancellation of this contract (even though I told the Sales representative that I did not want a Contract because I had just finished a contract with Protection One. I don't like contracts. He assured me that I would not be under contract and that I SHOULD contact Safe Security at the end of a year to let them know if I NO LONGER wanted this service. I trusted the words of the Sales representative. I now know that I should have been more careful. All I wanted was an adjustment on my bill because two months my bills went to ***. That caused a past due date for me.
Sincerely
Safe security gained my business by claiming that my current security system was being overtaken and could no longer operate in the area. I found out this was a lie.
NOW, I have sold my home and reside in a location with a pre-existing security system. The new home owners refused to keep the system. On more than one occasion I tried to cancel my contract in its "initial term" of 60 months. I was either going to pay the remaining amount of $1,513.87 or have my credit damaged for collections. This treatment of customers is atrocious! I had been with this company - possibly fraudulently in the first place - since 2016! I found it disgusting to pay for a security system that was no longer being used when there was absolutely NOTHING I could do except neglect payments at the expense of my credit history. I will never use this company and will make it known to anyone that Safe Security is fraudulent and has no business ethics whatsoever.
Ultimately, it would be great to get a refund of my money and I hope to NEVER receive anymore billing from them, but judging by their behavior, I won't hold my breath. One customer service agent even said, "We have to make customers pay for breaking they're contract, or else we couldn't stay in business." 60 months? Some business model.
My problem is that I was led to believe that *** would provide me with the same of better service than I had with *** and with a reduced monthly fee and another incentive of a check to pay two months payment for the new service made out to myself. After considerable deliberation I decided to go ahead and change my service from *** to ***! Interestingly enough was the fact that the salesman, *** at *** who had stopped at my home with this proposal was that his installer was following him up and immediately disconnected my *** System, told me who to write to at *** to stop service and send my equipment back and hooked up the new *** System. I should have want by the "If it sounds too good to be true it probably is". Well from this point in early June 2018 my new system seemed to work fine with out problems. At the end of July last year I closed up my home set my new *** System on and left for Florida to stay with one of my children. In December last year I received a notice from *** requesting an updated Security policy on my home and I contacted *** and asked for a Security monitoring statement to give my insurance company. When I received the Security Statement it indicated that my home was now monitored by *** for ( Burglary ) BUT FIRE !!! I immediately contacted *** and indicated my problem and was told after the person checked their records that my two Smoke Detectors were not hooked up!!!!!! Well at that point I was not going back to Indiana and have *** come back and fix what they should have initially. So, I waited until the beginning of April 2019 and came back home, called *** and told them I wanted my fire detectors hooked up and was told that I would have to pay around $115.00 and so went along with it and ordered one of their technical people to come out and fix what should have been hooked up in the beginning. The person at *** told me she would call back with a time and date for the repair. Well several days later I received a call from *** indicating that they had no technical people in this area and my only option was to have them send me something that I would have to do myself with help via phone from them. I told the person ant *** that I could not do that because I had no knowledge of how to fix the problem! Then the *** person said that I could enlist the help of a handyman to help me. Really!!!! At this time I was furious that this new Company was a bad joke! So, my new company *** had left my home unprotected from August 2018 through April of 2019 from Fire !!! Additionally there was no service in my area of northern Indiana which has the second largest city, Ft. Wayne only 16 miles from my home. I then called *** and told them I wanted to cancel my service for reasons just mentioned. After I spoke with several people I was told that they would not cancel my service due to their contract which I don't even have a copy of. I then went ahead and had the *** disconnected and another firms unit put in. I then sent a letter to *** and indicated that I had ceased doing business with them and wanted my service canceled. This last letter to *** was April 29, 2018 without reply and I did put tracking on the letter knowing they received it. My bank account continues to have $39.95 drawn out each month since !!!!!
Date: July 13, 2019
***
***
***
Re: ***– Customer # ***
Request to Cancel Service
Original Contract Terms: 06/2018, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 06/2021.
Upon reviewing the account, below are the findings:
In reviewing the customer’s security contract agreement, the customer only had burglar monitoring services for the following zones:
Ø Front Door
Ø Upstairs Door
Ø Motion Detector
Ø Basement Door
Ø Back Door
Ø Garage Motion
The customer did not have fire monitoring.
In the customer’s complaint, he stated that when he contacted *** to request to cancel service that he would be held to the contract terms and would have to balance of contract. The information provided to the customer was correct. In order to cancel service, the balance of contract must be paid.
To resolve the issue, the customer would need to pay the balance of contract payment in the amount of $949.79. Once the payment is made, the customer will need to contact *** and request the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Complaint: ***
I am rejecting this response because:
Sincerely
Case # ***
I find the response from *** Unsatisfactory !
The reason that I find the response unsatisfactory dealt with one factor, their lack of good SERVICE!
I want the contract canceled without any further payments. I have paid without interruption for over a year now and have not had your Alarm Service since April this year, 2019!
On the day that your salesman and installer arrived at my home and I gave the approval for installation I was assured that the only difference I would have, is your equipment panel and that all existing equipment originally installed by *** and including (2) Smoke Detectors, one in the home's living room and the other in the garage would be hooked up and operating on your panel. If your personnel had not indicated that both burglary and fire equipment would be just as it was with ***, I would not have given my consent to install.
I had the assurance that everything was connected until I called into *** late in the year to obtain a copy of my alarm service with *** only to find that I had only burglary service and the fire was not connected! I called *** and they verified that it was a fact that I had no fire coverage with my smoke detectors. I was out of state at the time and could not get this corrected until this spring. I called *** when I returned in April 2019 and indicated my problem again and was advised that a service call would be $115.00 to have one of your service people come and remedy the problem. At the time all I wanted to do was have the problem resolved without looking at blame and gave the approval. Several days later I received a callback from your service area indicating that there was no service in my area however they could send me something and I would have to get on the phone with your technical when I received it and would probably remedy my problem!!! At this point I realized that you are a company that does not even have service in my area, an area that is definitely not rural and an area that you sent your salesman and installer in to get people like me suckered into signing on with no care for the consumer beyond sales!!!
Your Service is totally poor or not existing !!!
Date: July 20, 2019
***
***
***
Re: ***- Customer # ***
Request to Cancel Service
*** is responding to the customer’s rebuttal dated 7/18/19.
*** is standing by its original response dated 7/13/19.
Original Contract Terms: 06/2018, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 06/2021.
Upon reviewing the account, below are the findings:
In reviewing the customer's security contract agreement, the customer only had burglar monitoring services for the following zones:
¢ Front Door
¢ Upstairs Door
¢ Motion Detector
¢ Basement Door
¢ Back Door
¢ Garage Motion
The customer did not have fire monitoring.
In the customer's complaint, he stated that when he contacted *** to request to cancel service that he would be held to the contract terms and would have to balance of contract. The information provided to the customer was correct. In order to cancel service, the balance of contract must be paid.
To resolve the issue, the customer would need to pay the balance of contract payment in the amount of $949.79. Once the payment is made, the customer will need to contact *** and request the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Complaint: ***
I am rejecting this response because:
Sincerely
I have attached my response as requested.
Date: August 9, 2019
***
***
Re: ***- Customer # ***
Request to Cancel Service
*** is responding to the customer’s rebuttal dated 8/5/19.
*** is standing by its original response dated 7/13/19.
Original Contract Terms: 06/2018, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 06/2021.
Upon reviewing the account, below are the findings:
In reviewing the customer's security contract agreement, the customer only had burglar monitoring services for the following zones:
¢ Front Door
¢ Upstairs Door
¢ Motion Detector
¢ Basement Door
¢ Back Door
¢ Garage Motion
The customer did not have fire monitoring.
In the customer's complaint, he stated that when he contacted *** to request to cancel service that he would be held to the contract terms and would have to balance of contract. The information provided to the customer was correct. In order to cancel service, the balance of contract must be paid.
To resolve the issue, the customer would need to pay the balance of contract payment in the amount of $949.79. Once the payment is made, the customer will need to contact *** and request the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Complaint: ***
I am rejecting this response because:
Sincerely,
***
1. - *** is not admitting how they errored by not connecting my smoke detectors when they hooked their new equipment in my home. Most anyone having a new system put in would want FIRE Protection continued and the Smoke Detectors were already installed as were other items such as doors, windows and etc. I would not be sending this response back if *** installer had done what both he and the salesman indicated, which was all items you had before are now connected was what I was told !
2- *** has a total lack of service which I found out when I called and asked that my Fire Detection be corrected ! And there was no service to my area ??????
3.- Because of the above two statements is the reason that I believe *** should release me from their contract without any further payments. *** does not want to have another mark on the Revdex.com Site is why they are stonewalling my request. *** is not a reputable company !!!!
Date: August 18, 2019
***
***
***
Re: ***- Customer # ***
Request to Cancel Service
*** is responding to the customer’s rebuttal dated 8/15/19.
Original Contract Terms: 06/2018, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 06/2021.
Upon reviewing the account, below are the findings:
In reviewing the customer's security contract agreement, the customer only had burglar monitoring services for the following zones:
¢ Front Door
¢ Upstairs Door
¢ Motion Detector
¢ Basement Door
¢ Back Door
¢ Garage Motion
The installation include a Simon XT Panel 3/1/1 kit which includes a Simon XT Panel, 3 window/door sensors, 1 motion detector and 1 keyfob.
Per the customer’s contract security agreement the monthly monitoring service billed is $39.99 which is only for basic burglar monitoring. The $39.99 does not include fire monitoring. The customer did not enroll in fire monitoring and has not been billed for fire monitoring.
*** has done their due diligence in providing security burglar monitoring service to the customer per the contract terms of the agreement. The customer signed the security contract that he acknowledged and understood the terms and conditions of the contract agreement.
In the customer's complaint, he stated that when he contacted *** to request to cancel service that he would be held to the contract terms and would have to balance of contract. The information provided to the customer was correct. In order to cancel service, the balance of contract must be paid.
To resolve the issue, the customer would need to pay the balance of contract payment in the amount of $949.79. Once the payment is made, the customer will need to contact *** and request the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Complaint: ***
I am rejecting this response because:
Sincerely
Please see attached
Initially I was very satisfied with Safe Security *** In 2014 they changed the monitoring system, upgraded my home alarm panel and the service has deteriorated ever since. On several occasions after said changes I've experienced problems with the company and the system.
On two occasions I was dispatched a local Safe authorized service provider for alarm panel and low battery issues. Each time my power flickers off and on, it triggers the alarm. I paid the first charge of $99 (1-2 years ago, unclear of exact date). The technician spoke no English and I speak no Spanish. He repaired the dark screen on the alarm panel. I was under the impression that he was returning to resolve battery issue, but he never returned. The battery issue went unresolved.
On several occasions I contacted Safe regarding battery issues and the Tech Dept. insisted that I change batteries where there were no batteries, in the small contacts. I did however change the other batteries except the main battery because it looked complicated (although after watching the Tech it was very simple) and I felt I may exacerbate the situation.
The second incident occurred recently. I agreed to pay the local Service provider $75 to change all the batteries. His visit was May 14, 2019. He changed the main battery only.
On June 10 and June 14, 2019 I had false alarms for unknown reasons. Again I contacted Safe and they informed me that I would have to again pay a Service provider fee to solve the problem. On June 14 exactly one month after I paid $75 to a service provider, I was fed up and cancelled my service with Safe. I decided not to pursue my requests to lower my monthly bill. Their service was substandard.
I had auto pay scheduled for June 16, but on June 14 upon my cancellation request, I agreed to pay the advance monthly service fee of $47.16. My contract is payable one month in advance. I was informed by Safe personnel that my service would remain active until July 31, 2019. This would enable me time to find another security company without service interruption.
On June 20, 2019 I attempted to log in to my Safe account to obtain copy of my Alarm certificate for Homeowner Insurance discount. My account had been deactivated. Upon request, somehow on June 26, Safe employee *** was able to email me a copy of my alarm certificate. She stated my account should have been active until July 31, but it had already been turned off.
.
On the morning of July 1,2019, my power briefly flickered off and on. Again the alarm was triggered, the battery change did not resolve the backup power issue. This time no one called me from Safe. It was usual protocol when the alarm is triggered for Safe to call to see if all was well. Several times that day the alarm sounded citing master bedroom and first floor back bedroom. There was nothing abnormal observed in either room.
On same day I contacted Safe and spoke with *** because my alarm triggered 6 times with no response from Safe. I was informed that my service was cancelled and had been turned off. She stated the Supervisor had to resolve my issue, but was in a meeting and she'd take a message. Of course I was never contacted.
The next morning July 2, at 10:20am EST, I contacted Safe employee *** (who'd previously discontinued my auto pay and had given me a ticket number *** informed me that they were on Pacific time and the people who were responsible for restoring service had not yet reported to work. He convincingly stated he would inform them and give me a call later that day to clear up the matter. Of course, still no return call.
I currently have no active home security system. This negligent interruption in my home security is endangering the lives of me and my family. No zip code is ever safe from crime. I once had an attempted break in my master bedroom, but the burglary attempt was foiled by the alarm. I am now forced to bypass master bedroom when I set alarm because it frequently triggers the alarm for no apparent reason. Although Safe no longer responds, at least the alarm sound may deter a burglar and alert my family. If they now attempt to enter the master bedroom the alarm won't sound because of the problem in which master bedroom has to be placed on bypass. I am now forced to sleep with a weapon.
Throughout my initial contract in 2012 I've always been current with my payment, never delinquent. I am extremely unhappy with the service (or lack thereof) from "Safe Security" and am currently in process of searching for another security company.
I am requesting a refund of $174.57; $94.32 ($47.16 x 2) which was paid for the month of June and July with services not rendered and $80.25 ($75 + $5.25 tax) paid to Safe for local Service provider for unresolved battery issue.
Thank you for your time
Date: July 8, 2019
***
***
***
Re: *** - Customer ***
Refund Request
SAFE Security acquired the contract security agreement from *** on 10/18/13.
Contract Terms: 05/07, 36 months, auto renewal for successive 1 month (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The customer was having on-going system issues. A technician was sent to the residence to change the customer main battery and the customer continued to receive false alarms.
The system services were not resolved and the customer requested to cancel service. The account has been cancelled.
Customer is requesting a refund the battery service charge of $75.00 + $5.25 tax and 2 months of monitoring of June and July 2019 $47.16 x 2 = $94.32, total refund $174.57
A refund will be submitted in the amount of $174.57. The refund will be sent within 2-4 weeks.
Thank you.
SAFE Security
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely
My Home Alarm System was originally purchase under Clockworks. Safesecurity took over my account in 2004 (without valid accreditation until 2012) for a 36 month contract. On June 24, 2019 I called to cancel my service with them. I was told that I am under an automatic year to year contract every January. The only thing automatic is the privilege they have of take their payment from my bank account every month. For the length of time that I have been with this company as a loyal customer, holding me to the end of a contract that was never signed nor was I made aware until I called to cancel is unacceptable.
Date: July 2, 2019
***
***
***
Re: *** – Customer # ***
Ø Disputes Contract Transfer
Ø Disputes Contract Auto Renewal
Ø Request Not To Pay Balance of Contract
Ø Request to Cancel Service
Original Contract Terms: 01/07/04, 1 year, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 60 days prior to end of the contract term. Contract expires 01/06/2020.
Upon reviewing the account, below are the findings:
SAFE Security acquired the security contract agreement from Clockwork Security on 3/9/06.
· When a party to a contract “assigns” the contract to someone else, it means that party, known as the “assignor” (Clockwork Security Inc. aka CSI), 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.S. law, most contract rights are freely assignable, and most contract duties are freely delegable, unless the agreement says otherwise. . The security contract agreement does not state it cannot be transferable or assignable nor does it state communication be provided to customer when said contract is transferred.
On the security contract agreement page 2 paragraph 19; Assignment it states; Company shall have the right to assign this Agreement to any other person, company, corporation, association, or entity without notice the Subscriber (customer) and the further right to subcontract any monitoring or others services to be performed by CSI under this agreement.
On the security contract agreement page 2 paragraph 15; Renewal it states; The agreement shall renew itself after the original 1 year terms for a like term and for successive periods of a like term upon the same terms and conditions unless either party hereto, by registered mail to the other at least 60 days prior to expiration of the initial term or any succeeding term, give notice or its intention not to renew this agreement.
The customer signed the contract security agreement, acknowledging they understood the terms and conditions of said agreement.
On 11/26/08, a service ticket was opened on the account as the customer stated Comcast was at home and after the left her alarm system was not working.
On 12/19/08, the technician was on site and reported the alarm system was disconnected from the phone by Comcast. The technician ran a new wire to reconnect the alarm system to the new Comcast phone service and installed a new alarm panel and 3 new sensors. The alarm system was not communicating due to the customer switching her telephone service.
To resolve this issue, the customer will need to pay the balance of contract $344.50 in order to cancel service. Once the payment is received, the customer will need to contact SAFE Security for the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Safe Security
Date: July 13, 2019
***
***
***
Re: *** – Customer # ***
Ø Disputes Contract Transfer
Ø Disputes Contract Auto Renewal
Ø Request Not To Pay Balance of Contract
Ø Request to Cancel Service
SAFE Security is responding to the customer rebuttal response dated 7/8/19. SAFE Security did receive a cancellation letter from the customer on 7/8/19. Customer will still be held to the contract terms.
SAFE Security is standing by its original Revdex.com response sent on 7/2/19. See below.
Original Contract Terms: 01/07/04, 1 year, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 60 days prior to end of the contract term. Contract expires 01/06/2020.
Upon reviewing the account, below are the findings:
SAFE Security acquired the security contract agreement from Clockwork Security on 3/9/06.
· When a party to a contract “assigns” the contract to someone else, it means that party, known as the “assignor” (Clockwork Security Inc. aka CSI), 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.S. law, most contract rights are freely assignable, and most contract duties are freely delegable, unless the agreement says otherwise. . The security contract agreement does not state it cannot be transferable or assignable nor does it state communication be provided to customer when said contract is transferred.
On the security contract agreement page 2 paragraph 19; Assignment it states; Company shall have the right to assign this Agreement to any other person, company, corporation, association, or entity without notice the Subscriber (customer) and the further right to subcontract any monitoring or others services to be performed by CSI under this agreement.
On the security contract agreement page 2 paragraph 15; Renewal it states; The agreement shall renew itself after the original 1 year terms for a like term and for successive periods of a like term upon the same terms and conditions unless either party hereto, by registered mail to the other at least 60 days prior to expiration of the initial term or any succeeding term, give notice or its intention not to renew this agreement.
The customer signed the contract security agreement, acknowledging they understood the terms and conditions of said agreement.
On 11/26/08, a service ticket was opened on the account as the customer stated Comcast was at home and after the left her alarm system was not working.
On 12/19/08, the technician was on site and reported the alarm system was disconnected from the phone by Comcast. The technician ran a new wire to reconnect the alarm system to the new Comcast phone service and installed a new alarm panel and 3 new sensors. The alarm system was not communicating due to the customer switching her telephone service.
To resolve this issue, the customer will need to pay the balance of contract $344.50 in order to cancel service. Once the payment is received, the customer will need to contact SAFE Security for the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Safe Security
Complaint: ***
I am rejecting this response because: This company is no longer providing security service to my home. I applaud their decision to stand by their policy to be paid if they were providing security service. This company is standing behind profit over service. I am exercising my rights to cancel this standard contract immediately it has been in existence for over 15 years.
Sincerely
They, along with the rep who signed me up, have not returned calls any time I've need help or asked a question. Finally, during a power outage in May 2019, I disconnected the system to shut off the low battery alarm. There was no response at all from the company - suggesting that their monitoring is minimal at best. I called to cancel my service - which automatically renewed without any notification. Naturally, they want to charge me for a full year. As I've paid for service through June, I feel I've paid enough for basically nothing. The customer service rep promised to have a supervisor call in 24 hours. 48 hours later, I've heard nothing.
Date: July 5, 2019
*
***
***
***
Re: *** Customer # ***
Request to Cancel Service
Contract Terms: 02/16, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The account has been submitted for cancellation.
No additional monies are due from the customer.
Please disregard invoices/statements they may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.
SAFE Security
Revdex.com:
Although they neglected to mention to mention the final charge of $144 that I paid in full, I have reviewed the response made by the business in reference to complaint ID and find that this resolution is satisfactory to me.
Sincerely
I have tried to cancel service and in writing and they refuse to quit charging my card. Might have to seek the advice of a attorney.
Date: June 24, 2019
***
Re: *** ? Request to Cancel Service
Contract Terms: 06/08, 39 months, auto renewal for successive 1 month (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
• The account has been reviewed and the following determination has been made:
• On 4/6/17, the customer requested to cancel service and was advised to send in a cancellation letter which was required to submit the account for cancellation.
• There is no cancellation on file for the customer and therefore the account was not cancelled.
• SAFE Security will accept your complaint as a written notice of cancellation.
• The auto pay has been deactivated.
• The account has been submitted for cancellation.
• No additional monies are due from the customer.
• Please disregard invoices/statements they may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.
SAFE Security
SUMMARY OF SAFE SECURITY SYSTEMS EXPERIENCE
June 17, 2019 ***
Complainant *** Says I owe company $1645.87
The representative gave me a generic paper that did NOT show/provide/explain any agreement, and said he was out of yard signs. The generic form had no letterhead, no company address, and no company phone number). Company says I signed electronically. However, system malfunctioned. Never saw an agreement. No tech ever came after I called to repair the system. I discontinued payments.
Date: June 19, 2019
***
***
***
Re: ***
Mislead by Sales Rep
Request to Cancel Service
Contract Terms: 01/19, 39 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The account has been submitted for cancellation.
No additional monies are due from the customer.
Please disregard invoices/statements they may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.
SAFE Security
Tell us why here...
I've been calling this company since May to have servicers transferred to my new home. I was informed that I would have to have a rep return a call before the devices could be transferred or to see if they serviced my new area. After several attempts without a return call, my only option was to get home security, as I am living alone. Mow I'm being told I am to pay the remaining contarct, in which I do not agree as I was unable to have the services moved or to have anyone give me a call!!!!
Date: June 17, 2019
***
***
***
Re*** Customer # ***
Request to Cancel Service
Contract Terms: 07/18, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The account has been submitted for cancellation.
No additional monies are due from the customer.
Please disregard invoices/statements they may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.
SAFE Security
Date: June 17, 2019
***
***
***
Re*** Customer # ***
Request to Cancel Service
Contract Terms: 07/18, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The account has been submitted for cancellation.
No additional monies are due from the customer.
Please disregard invoices/statements they may receive during the cancellation process. It may take up to two billing cycles for the cancellation process to be completed.
Thank you.
SAFE Security
Safe security says I have a contract but I want told about it. My system hasn’t worked. I’ve called multiple times and they said they don’t have anyone to service it and try to fix it over the phone. I’m done with it. I’m over 90 years old and they duped me
Date: June 30, 2019
***
***
***
Re: A ***
Ø Request to Cancel Service
Original Contract Terms: 08/2017, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 08/31/2020.
Upon reviewing the account, below are the findings:
On 6/11/19, the customer contacted SAFE Security and gave authorization to speak to *** on his behalf. *** stated the customer requested to cancel service stating he was with a new provider SAFE Home Security. The customer stated that he was told that they bought out SAFE Security. SAFE Security advised *** that the information provided to the customer was not correct.
*** was advised that the customer’s contract term was through 8/31/20 and was advised to cancel his contract with SAFE Home Security.
*** then stated that the medical pendant was not working. SAFE Security offered to troubleshoot it, but then stated they were not at home. SAFE Security advised *** to have the customer to call back when he was at home so SAFE Security could troubleshoot the issue. *** was advised that if SAFE Security could not resolve the issue remotely, a service call would be scheduled to have a technician come out and was quoted $115.00 per hour for the service call. *** then stated SAFE Home Security took the medical pendant. *** was advised that if the customer needed a new one, SAFE Security would send another one to him.
To resolve this issue, the customer will need to pay the balance of contract $527.37 in order to cancel service. Once the payment is received, the customer will need to contact SAFE Security for the account to be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to the contract terms.
Thank you.
Safe Security
My wife was approached by a third party door to door salesman on behalf of SAFE Security. We were in the market for a home security system so she entertained his solicitation. After explaining to the salesman that we would only be in the house for two years and then moving to a new city, she made it clear that we would not be interested in anything that has a contract. The salesman insisted we wouldn't be locked in a contract and she confirmed to set up service. It has come to my attention that the salesman was untruthful about the terms and locked us into a 60 month contract. We have since moved from the location and have been charged for service for over a year because of this false contract.
SAFE Security is unable to locate the customer by name, telephone number, address or email address in our database.
Please provide the following information so we can assist in getting this issue resolved.
Name of contract signer
Account number
*Address on contract security agreement
Thank you.
SAFE Security
Complaint: ***
I am rejecting this response because: More information was needed. Submitting information requested below.
Primary Account Holder Name: ***
Account Number: ***
Primary Address of Account: ***
Sincerely
Date: June 12, 2019
***
***
***
Re: *** Customer # ***
Request to Cancel Service
Original Contract Terms: 02/2016, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term. Contract expires 02/2021.
Upon reviewing the account, below are the findings:
On 6/7/19, *** (not the contract signer or customer) contacted SAFE Security and requested to cancel service. *** stated that he and his ex-wife *** (contract signer and customer) divorced a year ago and is no longer living in the home. He was advised that the account was not in his name and that *** would have to call back and request to cancel service.
Although *** sold the home, she is still required to satisfy the terms of the contract agreement.
To resolve this issue, ***s will need to pay the balance of contract $1552.52 in order to cancel service. Once the payment is received, *** will need to contact SAFE Security for the account to be submitted for cancellation.
Until the balance of contract payment is received, the *** will be held to the contract terms.
Thank you.
Safe Security
We were DECEIVED into obtaining Safe Security!!! A guy showed up and told my husband he was there to update our Alarm System (we have ***). He then changed out everything had my husband sign something and left. Meanwhile *** kept calling and when I called them back a week later we found out we had been SCAMED! So I called Safe Security and they apologized and said they would handle our Cancellation Fee charged by ***! I sent them a copy of our final charges and emailed them to Customer Service Manager who emailed me back we would receive check in 2-3 weeks....its going on almost 2 months and still nothing! When I call I get the same story...oh its been submitted to accounting...we'll check and get back with you! NOTHING! When we got a copy of the contract my husband was asked to "electronically sign" ...it was nothing like what he personally signed and now find out we are tied into a 39 month contract!!!! SO CROOKED!
DO NOT DO BUSINESS WITH THESE PEOPLE!
We bought our house in July of 2017. We wanted to get a security system and these people knocked on our door and somehow talked my husband who was home while I was at work into a contract with them. We got the package for 59.99 a month for the key lock panal on the front door, smoke alarm, thermo, smart lights, and all the normal things that come along with it. Mind you since before Dec 2017 our key lock panal hasn't worked and the batteries would die every two days. My daughter was born at this time so we said screw it and just left it be. In Dec of 2018, our smoke alarm started malfunctioning causing several fire alarms to go off and lock is out of our system. We called and the operator stated to change the battery. Thing is it was just changed the previous month. My husband was livid because in order to get it to stop he had to rip it off the wall. He called again and requested we cancel our contract because no one was taking us seriously. Mind you, they did not, and kept withdrawing out the money so we put a stop pay on it. They therefore never sent anyone to fix anything until 3 months later! 3 months! And I said ok, if they fix the problem with the products we would resume making payments but I wasn't going to pay for things that don't work. The technician fixes the fire alarm and said he ordered the part for the door and there was evidence of battery corrosion. Stated it should come in soon and the company should call me for confirmation. A month and a half went by and never heard anything. They continued to send bill after bill. Then last week called me for a payment. I said no, I'm not paying anything and had been trying to cancel since December. They then asked me what was wrong so I told them. They stated they would call me back. 2 days later someone calls me stating I would have to pay $250 for the keypad to be replaced. That I had to pay for a product that malfunctioned!!?!? What!!!? Oh hell no. I said put me on the phone with someone who can cancel my contract now. The girl proceeded to tell me the whole department was in a meeting and I could leave a message so I did. It's been a week and I've heard nothing. I want to know the address or fax number to send a letter of cancel because I'm so over this! They don't take you seriously and are a scam!
Date: May 11, 019
***
***
***
Re: ***- Customer # ***
Product and Service Issues
Contract Terms: 07/17, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
On 1/4/19, a service ticket was created as the customer stated the smoke detector was not working.
On 3/11/19, the technician replaced batteries in the smoke detector and tested the alarm system. The technician reported that the customer needed a new Kwiqset door lock. The batteries in the door lock were corroded which caused the door lock not to work. A new door lock needed to be ordered for the customer. The technician told the customer to contact SAFE Security to get a quote on the door lock and if she agrees to pay for the part, it will be ordered. The technician advised the customer refused to sign the work order.
On 3/11/19, 4/16/19 and 5/3/19 SAFE Security attempted to reach the customer to confirm if they wanted to order the door lock, but received no answer.
On 5/3/19, the customer returned the call to SAFE Security and was quoted $250.00 for the door lock. The customer stated that she was not going to pay for the door loc. It was explained to the customer that the door lock was not covered due to it being corroded by batteries. Customer then stated that she wanted to cancel service.
Per the security contract agreement, the customer is responsible for keeping up the maintenance on their alarm products. The customer signed the security contract agreement that they understood the terms and conditions of the agreement.
It was reported by the technician that the smoke detector and the door lock were not working batter issues and there is no fault on SAFE Security.
As a courtesy for the delay in the service request, a 2 month monitoring credit of $119.90 has been submitted on the customer’s account.
If the customer is still requesting to cancel service, the customer will need to pay the balance of contract in the amount of $2685.15. Once the balance of contract is made, the customer will need to contact SAFE Security so the account can be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to terms.
Thank you.
SAFE Security
Date: May 15, 019
***
***
Sumter, SC 29154
Re: ***- Customer # ***
Product and Service Issues
SAFE Security is responding to the rebuttal response on 5/15/19. SAFE Security is standing by its original response sent on May 11, 2019. Please see below.
Contract Terms: 07/17, 60 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
On 1/4/19, a service ticket was created as the customer stated the smoke detector was not working.
On 3/11/19, the technician replaced batteries in the smoke detector and tested the alarm system. The technician reported that the customer needed a new Kwiqset door lock. The batteries in the door lock were corroded which caused the door lock not to work. A new door lock needed to be ordered for the customer. The technician told the customer to contact SAFE Security to get a quote on the door lock and if she agrees to pay for the part, it will be ordered. The technician advised the customer refused to sign the work order.
On 3/11/19, 4/16/19 and 5/3/19 SAFE Security attempted to reach the customer to confirm if they wanted to order the door lock, but received no answer.
On 5/3/19, the customer returned the call to SAFE Security and was quoted $250.00 for the door lock. The customer stated that she was not going to pay for the door loc. It was explained to the customer that the door lock was not covered due to it being corroded by batteries. Customer then stated that she wanted to cancel service.
Per the security contract agreement, the customer is responsible for keeping up the maintenance on their alarm products. The customer signed the security contract agreement that they understood the terms and conditions of the agreement.
It was reported by the technician that the smoke detector and the door lock were not working due to batter y issues and there is no fault on SAFE Security.
As a courtesy for the delay in the service request, a 2 month monitoring credit of $119.90 has been submitted on the customer’s account.
If the customer is still requesting to cancel service, the customer will need to pay the balance of contract in the amount of $2685.15. Once the balance of contract is made, the customer will need to contact SAFE Security so the account can be submitted for cancellation.
Until the balance of contract payment is received, the customer will be held to terms.
Thank you.
SAFE Security
Complaint: ***
I am rejecting this response because:
Again, no one contacted me. I have messages to and from the technician of me asking if he had heard anything from the company. He told me that the lock was installed improperly which caused the batteries to die within a couple days instead of months and also stated that it needed to be replaced and we shouldn't have to pay for it. No one advised me until my conversation last week that I was going to have to pay for the part. The part hadn't worked in over a year so of course there was corrosion on it from no use. We got tired of replacing batteries over and over again. No one contacted me or told me that I needed to get a quote. That's a lie. I was told that the contractor would put in the order and someone would contact me as to when it would come in and it'd be installed. All of this is fishy to me because no one contacted me. No one. I'm tired of having to repeat myself over and over again. The consumer should not have to replace a product that the company wants us to use and pay for. I have said time and time again, if I can get this part replaced and actually working properly, we will continue making payments. Otherwise I'm not paying for something that doesn't work. It also got removed from my app the same time the contractor came too so I'm not sure why that is. I have pictures to prove it. So either replace the part or this won't get resolved.
Sincerely
I have calld this company regarding a payment from last August and I even had the bank fax them copies of checks. I have 2 accounts with them and I pay them at the same time with online banking payments. I have proof from my history of payments that the payment was made but they continue to charge me every month with a past due amout.
I also had them come to check out system because we kept getting a low battery message but it wouldnt say where the battery was. My installation sheet stated that I would have "Free Service Calls" and then I got a bill for $123.34, I wouldn't call that Free Service.
Date: May 15, 2019
***
***
***
Re: *** - Customer ***
Billing Issue
Contract Terms: 06/18, 36 months, auto renewal for successive 1 year (Renewal Term) unless cancelled in writing no less than 30 days prior to end of the contract term.
The account has been reviewed and the following determination has been made:
The customer has stated that they have two accounts with SAFE Security make their payments by online bill pay and payments are sent every month.
Our records indicate that payments have not been received monthly on the customer’s account. Please see the payment history below.
Customer ***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
***
*
***
*
***
***
***
***
*
SAFE Security only honors the terms and conditions in our contract agreement. Our contract agreement does not state free service calls.
Thank you.
SAFE Security
Tell us why here...