Safe-T Security Services Inc
7085 Jurupa Ave Ste 4
RiversideCA92504
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Description
Security Control Equipment Systems & Monitoring
Security Control Equipment Systems & Monitoring
Security Control Equipment Systems & Monitoring
Member Reviews
Safe-T Security fails to program alarm correctly and refuses to discuss concerns:
After multiple technician visits to my home, my NX-8 alarm system, purchased through Safe-T Security has still not been programmed correctly causing false alarms, inability to arm through Alarm.com, multiple police dispatches, and incorrect naming of devices. I have spent more than 80 hours of time attempting to resolve alarm programming issues caused by Safe-T Security.
Through Simon (Safe-T Security Customer Service), I requested Debra (Manager) call me back to discuss these issues. Debra did not call me back. I emailed Mike (Vice President of Sales) and he wrote:
"Debra has informed me that you are requesting compensation and a way to talk to our owner. Neither of these options are possible." and "Our owner is aware of the situation but will not get involved."
As the management of Safe-T Security has been unwilling to discuss these issues with me, I sent a 31 day notice of cancellation.
My cancellation notice and explicit verification that the Alarm.com module should be released on the same date/time, was emailed to Safe-TSecurity office on 2/29/2016 at 2:43 PM (31 days prior to cancellation) and confirmed as received on 3/1/2016 at 9:46 AM (30 days prior to cancellation).
On 3/23/2016, I sent a follow-up email asking for a secondary confirmation that the Alarm.com module would be released on 3/30/2016 at 11:59pm. I wrote, "Also, I would like written confirmation the alarm.com module will be released on the cancellation date even though the final payment may not yet be received by safe-T security." On 3/24/2016 at 4:28pm, Customer Service wrote "As per our previous email , once the cancellation has been processed on the date you requested you will receive a confirmation as well as any invoices due on the account. The alarm.com module will be released once cancellation is complete."
AT NO TIME did Safe-TSecurity advise there would delays in releasing the Alarm.com module, had this been communicated, I would have changed the date of cancellation to absolutely ensure the Alarm.com module was available for reactivation.
This unnecessary delay, entirely caused by Safe-TSecurity, has cost me more than $300.00 in service technician fees and additional time off of work.
On Mon, Apr 4, 2016 at 5:44 PM, the owner Tom Maneri wrote:
David,
I apologize if you feel like you were “slighted” in your cancelation process.
Let me assure you our cancelation procedure has been the same for every customer for over 10 years as was explained to you in previous emails and phone conversations.
We only process cancelations during normal business hours. After the account cancelation is complete, then the alarm.com module gets canceled/released, which is normally within 24-48 hours later, again during regular business hours.
In order for us to cancel the alarm.com module, we always first complete all of our central station cancelation procedures and paperwork. In order to complete that process, before we cancel/release any GSM communicators, the account must be completely closed which includes the account being paid in full on any outstanding balance. In your case, we did cancel the alarm.com service prior to your outstanding balance being paid in full.
We also did not make you accountable for the complete outstanding balance which should be the annual contact balance of $383.40. Your contract terms (that you selected) were annual and because your cancelation was one month into the contract term, the entire amount should have been due. We in fact did not hold you accountable for this amount, only the one month over your last term, which is still outstanding.
I am not sending this email for any other purpose than to explain to you our account cancelation procedures and to assure you in no way did we deviate from our normal procedure (that wasn’t in your best interest).
I you paid “$300 in Technician fees”, that was your choice to do prior to the account cancelation process being complete.
Again I apologize if you feel you were inconvenienced in anyway based on our standard cancelation procedures.
Respectfully,
Tom Maneri
==========
Less than 3 hours after receving the owner's email, I sent the following email:
Hello Tom,
In an effort to amicably resolve this matter, I have 3 questions about your email. You wrote:
"Let me assure you our cancelation procedure has been the same for every customer for over 10 years as was explained to you in previous emails and phone conversations.
Please share any other email to me in which Safe-TSecurity explained it's Cancellation policy?
Are telephone calls to Safe-TSecurity recorded?
Do you have any email referencing my cancellation in which Safe-TSecurity stated that the Alarm.com module would not be released on March 30, 2016 at 11:59pm?
Thank you in advance for your answers,
David
============
The next day, I resent the email with the following introduction "My previous email included two ambiguities. I have corrected them below. Sorry for the inconvenience. I am looking forward to your reply."
I never received a response.
Through Simon (Safe-T Security Customer Service), I requested Debra (Manager) call me back to discuss these issues. Debra did not call me back. I emailed Mike (Vice President of Sales) and he wrote:
"Debra has informed me that you are requesting compensation and a way to talk to our owner. Neither of these options are possible." and "Our owner is aware of the situation but will not get involved."
As the management of Safe-T Security has been unwilling to discuss these issues with me, I sent a 31 day notice of cancellation.
My cancellation notice and explicit verification that the Alarm.com module should be released on the same date/time, was emailed to Safe-TSecurity office on 2/29/2016 at 2:43 PM (31 days prior to cancellation) and confirmed as received on 3/1/2016 at 9:46 AM (30 days prior to cancellation).
On 3/23/2016, I sent a follow-up email asking for a secondary confirmation that the Alarm.com module would be released on 3/30/2016 at 11:59pm. I wrote, "Also, I would like written confirmation the alarm.com module will be released on the cancellation date even though the final payment may not yet be received by safe-T security." On 3/24/2016 at 4:28pm, Customer Service wrote "As per our previous email , once the cancellation has been processed on the date you requested you will receive a confirmation as well as any invoices due on the account. The alarm.com module will be released once cancellation is complete."
AT NO TIME did Safe-TSecurity advise there would delays in releasing the Alarm.com module, had this been communicated, I would have changed the date of cancellation to absolutely ensure the Alarm.com module was available for reactivation.
This unnecessary delay, entirely caused by Safe-TSecurity, has cost me more than $300.00 in service technician fees and additional time off of work.
On Mon, Apr 4, 2016 at 5:44 PM, the owner Tom Maneri wrote:
David,
I apologize if you feel like you were “slighted” in your cancelation process.
Let me assure you our cancelation procedure has been the same for every customer for over 10 years as was explained to you in previous emails and phone conversations.
We only process cancelations during normal business hours. After the account cancelation is complete, then the alarm.com module gets canceled/released, which is normally within 24-48 hours later, again during regular business hours.
In order for us to cancel the alarm.com module, we always first complete all of our central station cancelation procedures and paperwork. In order to complete that process, before we cancel/release any GSM communicators, the account must be completely closed which includes the account being paid in full on any outstanding balance. In your case, we did cancel the alarm.com service prior to your outstanding balance being paid in full.
We also did not make you accountable for the complete outstanding balance which should be the annual contact balance of $383.40. Your contract terms (that you selected) were annual and because your cancelation was one month into the contract term, the entire amount should have been due. We in fact did not hold you accountable for this amount, only the one month over your last term, which is still outstanding.
I am not sending this email for any other purpose than to explain to you our account cancelation procedures and to assure you in no way did we deviate from our normal procedure (that wasn’t in your best interest).
I you paid “$300 in Technician fees”, that was your choice to do prior to the account cancelation process being complete.
Again I apologize if you feel you were inconvenienced in anyway based on our standard cancelation procedures.
Respectfully,
Tom Maneri
==========
Less than 3 hours after receving the owner's email, I sent the following email:
Hello Tom,
In an effort to amicably resolve this matter, I have 3 questions about your email. You wrote:
"Let me assure you our cancelation procedure has been the same for every customer for over 10 years as was explained to you in previous emails and phone conversations.
Please share any other email to me in which Safe-TSecurity explained it's Cancellation policy?
Are telephone calls to Safe-TSecurity recorded?
Do you have any email referencing my cancellation in which Safe-TSecurity stated that the Alarm.com module would not be released on March 30, 2016 at 11:59pm?
Thank you in advance for your answers,
David
============
The next day, I resent the email with the following introduction "My previous email included two ambiguities. I have corrected them below. Sorry for the inconvenience. I am looking forward to your reply."
I never received a response.
