Safe Touch Security

Safetouch Security has provided a copy of the agreement showing Mr. [redacted] remains responsible until August 2016. Safetouch Security would like to transfer service but Mr. [redacted] did not wish to transfer. The remaining balance on the initial term is $384.60. Safetouch Security will accept...

$150.00 to terminate the agreement in good standing, then in the future if he is able to activate new service we will credit this amount to his account.Sincerely,[redacted]

Ms. [redacted] makes payments on her account via personal online banking. Safetouch Security had not received payment on account. Ms. [redacted] has since corrected the problem and made payment on account. Safetouch Security had requested bank documents in an attempt to assist in the resolution but had...

not received prior to Ms. [redacted] correcting the error.
 
Safetouch Security will be happy to assist if it occurs again. We also have an automatic draft service available if she would like to participate in this service.
 
Sincerely,
 
[redacted]

Safetouch Security has reviewed the account of Mr. [redacted]. Mr. [redacted] is correct in the statement Safetouch Security adjusted his agreement term to 3 years from the signed agreement of 5 years. The agreement states the terms renew for a period of 2 years if a cancellation request in not received...

prior to the end of agreement. The end of agreement date was June 2015. Mr. [redacted] continued making payment past this date. The final payment made on account was July 2015. The account went into renewal. Mr. [redacted] submitted a cancellation request in August 2015. Since the Customer stopped making payment on the account and the balance was not satisfied it went to collections. Mr. [redacted] read and understood the terms of the agreement when the adjustments were made January 2014. Safetouch Security spoke again to discuss the terms in November 2015. Mr. [redacted] was offered a buyout of $75.00 on the now past due balance of $186.81. He has declined.This is the only offer available to close the account. If the account proceeds through collections the amount will grow and not be eligible for a buyout and the terms will be based on the original signed Security Agreement.Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me once they release me from the contract and refund the money as promised.
Regards,
[redacted]

Safetouch Security has reviewed the information you have provided and greatly appreciates your input. This is a scenario we will discuss further to determine how improvements can be made in the future. Clearly, the situation was very stressful and beyond anyones control due to the hurricane....

During these type of events and the number of people being impacted taking care of everyone is our priority.  At the time you activated service, you already had a system in your home and we took over monitoring service. Safetouch Security would be happy to discuss the purchase of a new security system at any time, however; the equipment and Central Monitoring did as they are intended. Sincerely, [redacted]

Safetouch Security has reviewed your account and based on your history and time with us I have adjusted your rate. Sincerely,[redacted]

Mr. [redacted] has a copy of his Security Agreement which clearly states the terms. Mr. [redacted] has fulfilled the initial term of this agreement and Safetouch Security will accept his cancellation notice on file, 60 notice notice is required and is not eligible for any type of refund. The...

account is closed in good standing.Sincerely,[redacted]

Safetouch Security has reviewed the letter Mr. [redacted] received, as well as the signed Security Agreement documents. With reference to the letter received, it is written that AT&T is making a change to there data systems and Safetouch Security is required to contact all Customers to advise...

of this change. Safetouch Security is unable to provide the additional equipment at no charge and there is a fee to upgrade to the equipment required. The AT&T system upgrade is out of our control and are keeping the Customer costs as low as possible. The Schedule C of the agreement does explain in section 6 and 7, transmission facilities and what is out of the control of Company. Mr. [redacted]'s system is compatible with two options. One being the CBAT for $99. or the GSM for $199. Unfortunately, with the ever changing technology we do not have a choice in this matter. Mr. [redacted] also mentioned his possibility of a move. If this is the case then a cancellation request, in writing, is required with a proof of move and a $75.00 cancellation fee. If this is a military move; only orders are required and no additional fees.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: As I stated before, in order to provide the level of service I am currently recieiving from Safe Touch, it would require the purchase of $200 in equipment, even though Safe Touch claims they will maintain, euqipment at their expense.  I was informed that this would be necessary since I have internet monitoring of the alarm system and do not have a home network than can be used.  Safe Touch was informed of this and told me that I would be responsible for the additional cost.  A clear violation of their contract.  Like I put in my previous e-mail, Safe Touch did not have my permision to debit the monitoring service from my bank account.  The EFT was set up to pay for the internet access.  In their response, they failed to address this issue.  Also, in my previous e-mail, I referenced [redacted] which was signed into law in 2010, and requires companies with automatic renewals to send notices to the customers within a specified time period, prior to the renewal, a notice informing them of the upcoming renewal and how cancel the contract.  Safe Touch also failed to respond to this.   It is certainly because of predatory actions practiced by companies such as Safe Touch that this legislation was passed.If Safe Touch fails to take the necessary corrective action, then I will have no choice but to elevate my concerns to the A[redacted] and the [redacted] [redacted] for their review and handling.I look forward to a prompt resolution of my concerns. 
Regards,
[redacted]

Safetouch Security has resolved this complaint with Mr. [redacted] by scheduling a service call and replacing outdated equipment.

This account has been closed in good standing. Collections has been notified and this will not reflect on your credit.Sincerely,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Safetouch Security has reviewed your account history of both addresses. Safetouch Security will be happy to adjust your terms on the new agreement. The minimum term is 3 years. Making the end of your agreement as November 2015. If service is required please let us know; I don't see a reason as to...

why you wish to cancel your service. If there is anything we can do please let us know.Safetouch Security will accept this complaint as written notice for your file.Thank you,
[redacted]

Safetouch Security has reviewed Mr. [redacted]'s Agreement and all signed documents. Mr. [redacted] did sign and agree to a 3 year agreement. The agreement states if cancellation is not requested prior to the end of the term the account will renew. Mr. [redacted] agreed to monthly monitoring of $24.95 for...

monitoring and $12.95 for [redacted] plus tax after the renewal. Safetouch Security did not receive a cancellation request and Mr. [redacted] continued making the monthly payments. The account renewed back in May 2014. Mr. [redacted] signed an automatic draft document and provided a check for automatic draft. Safetouch Security would not have this information without Mr. [redacted] providing the information.The account is not eligible for cancellation until May 2016 based on the terms of the agreement. The Safetouch Security agreement has everything Mr. [redacted] is disputing clearly written on the front of the document for his Attorney's review. If additional documents are required please let us know and I will be happy to provide them.If Mr. [redacted] wishes to cancel immediately a $150.00 cancellation fee will be accepted, otherwise, the terms will remain as written. Sincerely,[redacted]

Safetouch Security has made every attempt to resolve the damages caused at the time of instillation. November 25: Carpet Cleaner sent to home by Safetouch Security. It was determined there were damages beyond the water removal. Ms. [redacted] also hired a Carpet cleaner.December 2: Safetouch...

Security received the plumbing repair invoice from David Gray Plumbing and paid in full.December 9: Safetouch Security received the repair invoice from Ms. [redacted] Insurance Company for the work done by [redacted]. Safetouch Security submitted payment for Ms. [redacted] Insurance deductible of $500.00.On this same day the deductible payment of $500.00 was delivered to Ms. [redacted].  Customer refused to sign the release form to accept payment.Safetouch Security accepted responsibility for the damages caused and has made every effort of resolution.  Once Ms. [redacted] signs the release form the deductible payment will be satisfied. Ms. [redacted] needs to contact Safetouch Security if she does not accept this resolution.Sincerely,[redacted]

Safetouch Security is processing the file. Ms. [redacted] called on the 17th and the file had not been closed out. Our apologies! The refund of $327 is being processed now.Thank you,[redacted]

Ms. [redacted]First I would like to Thank You for the recent upgrade to your equipment, I apologize you have had service issue since this upgrade. Currently, I am listening to the calls you made. This will be resolved. PLEASE, do not let one conversation sour your opinion of our outstanding...

service. I will have another Supervisor contact you to resolve all your concerns shortly.Thank you and most Sincerely,[redacted]

The account has been cancelled as of July 23, 2015 since speaking with [redacted]. Our apologies.Sincerely,[redacted]

Mr. [redacted] made phone provider changes within the home. By doing so caused the security system to no longer communicate. Mr. [redacted] called Safetouch to add additional contacts and they were installed May 2013. Mr. [redacted] was advised to contact safetouch Security after the phone lines had been...

reconnected and he did not. This is out of the control of Safetouch Security.Mr. [redacted] is under agreement until May 2016, as the account went into renewal during this time. Mr. [redacted] has continued to pay for the services. Safetouch Security requires all Customers to test their systems monthly to ensure continued service. Mr. [redacted] purchased additional equipment May 2013 for a purpose. I would rather reconnect the service he has at no charge then to lose him as a valued Customer. Please let me know what we can work out if this is acceptable.Sincerely,[redacted]

Ms. [redacted] had a power outage. The system was beeping notifying of the power outage. The power outage, most likely caused the phone line to get tied up. Safetouch Security requested Ms. [redacted] to troubleshoot by powering down the system. By resetting the system, this would clear the alarm and the...

problem should be resolved. Ms. [redacted] did not wish to troubleshoot and requested an appointment. Ms. [redacted] was advised of the date and that if anything became available sooner she would be the next available.  Ms. [redacted] called back the same day to cancel the appointment and felt she needed to file a complaint to cancel the account.The account is not eligible for cancellation. Safetouch Security has a priority list for situation like this and generally an appointment becomes available the following day. Ms. [redacted] needs to troubleshoot the system (if Ms. [redacted] is not able to troubleshoot, we be happy to walk someone else through the steps) or we will place her back on the service schedule so this can be resolved. Safetouch Security works very closely with our Customer and expect our Customer to work with us to ensure their systems continue to operate as they are intended. Please contact Customer Service to be placed back on the schedule. A notation will be made based on this complaint.Sincerely,[redacted]