Security Systems

Customer is an agreement and went with another company. We have offered to switch back our equipment for free and continue to monitor until her agreement is completed. She has refused our options and plans on keeping the other company, which is her decision. We will hold her to the agreement that she signed and continue to bill until experation date. If she want a buyout amount, she can call us and we will provide it.

The complaint was made by the customers daughters without the account number or any information to help us locate the accountPlease provide

Complaint: [redacted] I am rejecting this response because:Option is not on option on Safeguards endWe are willing to have your service installed in my new home to avoid out of contract and pay rendering amount However I was told you do not provide service in this areaNot sure of the reason, since we moved a few blocks away from my old home I am not willing to pay the full amount you have provided Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Yes, we are trying to resolve the problem, but as of now they haven't done anything Sincerely, [redacted]

Customer has been released Gladysbell S [redacted] Payroll & Dealer Support Manager [redacted] ###-###-#### ###-###-#### Fax

This account has been canceled per the customer's requestThere is no further money due and the account has been closed with a zero balance

[redacted] This complaint should be assigned to Security System Inc IN RESPONSE TO YOUR COMPLAINT WE TALKED ON 8/9/ABOUT THE BUYOUT AMOUNT THAT YOU WILL SEND IN WHICH IS AND THIS WILL SATISIFY THE ACCOUNT IN FULLWE WILL ENTERTAIN REDUCING IF CUSTOMER RESPONES BACK TO US IN A TIMELY MANNER PLEASE CLOSE OUT THIS COMPLAINT Jevaun P [redacted] Resolutions Department Manager Safe Home Security [redacted] ***Middletown, CT06457###-###-####mailto: [redacted]

In the spirit of resolving this to the clients satisfaction the CFO reviewed againDespite the fact the client sent notification in writing at the end of May we have agreed to refund additional monthsCheck is in the mail for $and the company considers the matter resolved

Complaint: [redacted] I am rejecting this response because: the system was "NEVER" working as intended Document should be provided showing where all malfunctions were corrected and signed by owner Sincerely, [redacted] ***

[redacted] FROM OUR COMPANY SPOKE TO [redacted] AND ACCORDING TO HIM, SATTISFIED HER BY SENDING HER A MANUAL AND WALKING THROUGH SOME ISSUES. WE HAVE CONTINUOUSLY FOLLOWED UP WITH [redacted] AND ANY ISSUES. WE HAVE MADE SEVERAL FREE SERVICE CALLS. ACCORDING TO SHS THIS IS RESOLVED

To Whom It May Concern, A Senior Account Director has reached out to MsWebb via phoneThey have came to a new agreement to see [redacted] *tay with the companyPlease close this complaint as resolved Sincerely, Colin W [redacted] Corporate Account Manager Safe Home Security Middle StMiddletown, CT###-###-#### [redacted]

Complaint: [redacted] I am rejecting this response because: I am not interested in a buyoutThe company I am currently contracted with has been attentive to my issues, I feel secure with them, and have received excellent customer service and quick response when my alarm recently went off Safeguard America had days to correct my situation and failed to do so Their customer service dept was inept and following my fiasco with them, I have been bombarded with numerous harassing phone calls, threatening to take me to court if I didn't pay up This does not sound like a company who has an interest in working things out They showed no interest in my satisfaction, as a client They are only interested in my money They have failed to earn my trust and my businessI doubt that they would be able to reassure me, that should I encounter future problems, I wouldn't experience the same outcome and treatment I'm tired of dealing with them, I don't trust them and I want out of my contract That is the only solution that I will accept at this time I don't wish to be burned againI have sought out legal council, and will proceed with my suit, should this harassment continue Sincerely, [redacted]

Complaint: [redacted] Mr*** is [redacted] years old and rejected their offer to have him pay over $to cancel a service that medical necessity has negated his need for Mr [redacted] was [redacted] years old at the time that the salesman had him sign all the paperwork With his declining health, memory, and eyesight, he was unaware that he was signing a contract that committed him to paying for months with a 90% buy-out if cancelled early He simply wanted a Medical Alert pendant for him and his wife and he was upset that what he got was a complete home alarm system that he didn't need and didn't know how to use The representative from the company stated that the contract terms were clearly stated on the contract, but he failed to acknowledge that at [redacted] years old, Mr [redacted] had a limited ability to understand or even read all of the legal text in the contract He lived in a Senior Citizen Mobile Home Park and had lived in the same home for 36+ years without feeling the need for a security alarm system His age and inability to fully understand what he was signing is the reason for his original complaint The sales flyer that prompted his initial call for the service made no mention of a lengthy contract, expensive buy-out, or the requirement to include an entire security alarm system In fact, the flyer states in bold letters, "Free INSTALLATION, Free ACTIVATION, Free EQUIPMENT", as well as "$per month" and "Limited Time Offer up to Months Free Monitoring" Now we're finding out that FREE really means paying $1,($x months) Instead of $per month, Mr [redacted] is paying $per month and he did not receive any free months of monitoring to my knowledge Mr [redacted] only wanted the Medical Alert pendant for him and his wife, so he was unaware that it required the installation of a home security system and the commitment to a long-term contract Mr [redacted] does not have any relatives in the vicinity of his home who could have reviewed this contract before he signed it, so he took the salesman at face value without fully understanding the several pages of legal text in the contract When he signed the contract in November 2014, he had no intentions of moving from his home, but his wife's fall and broken hip on April 4, changed all their plans Mr [redacted] explained that he lives on a fixed income and was forced to move to an Assisted Living Facility due to his declining health and the fact that his wife recently fell and broke her hip After surgery and many weeks in rehab, it was determined that they could no longer live in their home, so they moved to the Assisted Living Facility on June 19, The basic complaint in this case is that the company took advantage of an elderly person and wrongly assumed that at [redacted] years old, the customer could fully understand the legal terms of a contract This contract should have been reviewed by a neutral third-party that could have explained the terms of the contract and made sure that Mr [redacted] (or any elderly person for that matter) fully understood what he was signing There are laws to protect our elder citizens and they should be protected from situations like this Sincerely, [redacted] on behalf of [redacted] *** as he does not own a computer or have internet access

After speaking with the customer she was apologetic for not answering our calls for a sooner dateCustomer said she didn’t answer our calls because the number was unfamiliar but after checking her Callshe admits many calls to her home from usThe technician serviced and silenced her beeping smoke detector September 29, She recieved months free service for the inconvenience and going forward if her smoke detector beeps she now knows to remove the batteries until a technician reaches her home Christopher H [redacted] Customer Service Manager Safe Home Security [redacted] ###-###-#### mailto: [redacted]

Revdex.com: what kinda of reduced rate are you talking about? I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I don't trust this company or their product I don't want a buyout since they can't gaurentee that my experience with them will not repeat it self, if I run into problems againThey have no regard for my needs or my feelings, and I don't wish to work with themI signed a contract with an attorney on Wednesday, so they should be hearing from him soon [redacted] Sincerely, [redacted]

To whom it may concern: It was brought to our attention that [redacted] has filed a complaint against Safe Home Security IncThe complaint was in relation to lack of service and being billed for that lack of service for several months Prior to the complaint, our company has contacted [redacted] on several occasionsLeaving voicemails and speaking with the client in regards to the services needed for his alarm systemWe have scheduled multiple calls for [redacted] dating back to the twenty second of March in where services were completedOnce more on the sixteenth of April services were rendered to correct the security systemBut, more work was to be performed to insure the alarm system to work without failAt that point, [redacted] refused the additional services required Furthermore, we scheduled services on the 30th of May 2016, the sixteenth and twenty eighth day of July All three attempts to assist in service were not successfulWe were unable to reach the client on those previous service datesWe have left several voice messages to client and have conveyed letters to him as well to reschedule the appointmentsWe were not able to reach himWe had not heard from the client until he phoned in to close his account outThroughout this process, we went on to explain if he had in fact wanted to cancel his account there would be a buyout amount fee applicable [redacted] refused to pay buyout amount We offered the client future service calls at his convenienceWe are not able to provide any credits on his account because the technician was available to service the client for these past few monthsIn addition, [redacted] ’s agreement remains valid due to the fact we offered to make repairs and offer services and he declined them allThe offer still remains open if the customer changes his mind and allows us to service him and his home Respectfully, Stephanie L [redacted] Customer Service Manager [redacted] Safe Home Security Sebethe Drive Cromwell, CT ###-###-#### [redacted] ***

Complaint: [redacted] I am rejecting this response because: what about service paid for that within the year they didn't service me ? And business wise you shows no compassion for misunderstanding of a contract Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The first part of the complaint was partially addressed and never received the refundThe contract was forcefully adjusted after complaining with the Revdex.com but I never received the refund for the overpayments as agreedSecondly, MrAnthony G [redacted] has not been a part of the team who had worked with my case prior to his current involvement, any claims that I did not report the unit's signal from his end is hearsayAfter the contract dispute I had several calls from Security Systems, starting in February and I had reported that the signal was not connecting to the applicationThe person who I spoke with had said they would look into it, I called a second time and they had told me that due to the contract that I had that it did not include an application communicationI received multiple marketing calls from Security Systems including an upgrade system and a contract renewal during spring and summer, and during those times I made the reports of the LACK OF APPLICATION CONNECTIVITYWhen I received the call to upgrade my system we verified that my unit is the cellular unit which connects to the application and they said they would look into why its not connecting that I would receive a call backWhen Stephany Called in August, she called for another marketing call and I complained that I had never received the promise call back and how would I buy more things from Security Systems if they promise but never fulfillI complained that my unit had gone off for a period of time and I received no call Thats when she checked her system and told me that there was a lack of signal, she said she would send someone to check on my unit and repairNever mentioned an invoice or a due billOnce the tech came in, he told me that the unit was faulty and had been faulty from the startHe said that it was a rare thing but that it had happened to meHe also mentioned that my unit would always connect to the application regardless of the plan because the unit itself was integrated with the application and did not require additional monthly paymentTherefore, Anthony's conclusion that I had not made any reports during the day warranty should be found to be incorrectSince the time I reported the lack of the application connectivity it should be found that it was enough for them to investigate the lack of signalThe company failed to investigate and did nothing to return my callsBefore filing the complaint with the Revdex.com, Security Systems promised to call me back, I left voicemails with MrA [redacted] and one with catherine and have not received a call until this dayI received a call from MrJ [redacted] from Security Systems promising to refund the amount for the service of The agreement was to continue service with a refundMrA [redacted] I wish that you proceed with the settlement agreementIf you decline, I wish to be refunded in full for the amounts overcharged from December to March, and for the months without signal service because your company should have known of the lack of signal and their failure to investigate after the first complaint would leave me without service to monitorYour rely on my units signal to provide the monitoring service, and without my signal you cannot fulfill your contracted agreement which is of monitoringI had reported an issue, I was promised a call back, and the lack of notes in your system leads me to believe that you are comming to conclusions without even speaking with meI have the phone recordsI wish to settle this amicably, I am angry at the charge of without notice, invoice or bill and more angry at the fact that I have been paying for a service that you couldnt even provide because of the lack of signal that your company knew of but failed to provide the proper investigation as promised Sincerely, [redacted] .Anthony G [redacted] complaint id: [redacted] The first part of his complaint was already addressed and taken care of in February of his rates were adjusted to with no parts and labor warrantyCustomer did not call in to do monthly checks at any point after thatCustomer calls in on August 31st said his alarm went off and there was no response, He called in to report the issue passed the day warrantyKatherine set up a service call for the client to have cell back up unit reset and checkedThe work gets done on 09/08/replacing his cell back up unit, the ticket is closed out and a debit of is charged to the account, the customer has no parts or labor warranty and was charged for their service call and monthly rate in the amount of There was never any complaints in notes of the account for faulty equipment until August, well past the day warranty

ON MOOREHEAD...YOU CAN REPLY AS THAT WE ARE STILL WORKING WITH THE DEALER ON RESOLVING THE ISSUE. Gladysbell S [redacted] Payroll Manager Dealer Support Manager Safe Home Security [redacted] ###-###-#### Fax ###-###-#### Credit Line... m [redacted]