Complaints

• Initial Complaint

  11/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  B Safe Inc bought out a company called AIC in 2022 that had sold me an alarm system at my home in Pennsylvania in 2012. Since the purchase of this alarm system, I had an annual monitoring and alarm service contract that covered all hardware that was part of my system. On August 26, 2022, while I was still covered by the service contract provided by AIC and subsequently "bought out" by B-Safe, I arranged for service that was performed on September 2, 2022. As part of this service call, a piece of hardware needed to be replaced. No one communicated that there would be a charge for this hardware or the service call, which was replaced during the term on my service agreement. This hardware replacement was needed in order to even have monitoring service provided, also under contract. B-Safe invoiced me for this hardware replacement in the amount of $300 and also invoice me at the same time for a renewal of 12-months of prepaid monitoring in the amount of $692.88. In good faith, I paid the latter invoice for monitoring while I attempted to reach out to dispute the first invoice for $300 that should have been covered under my hardware service agreement at the time it was replaced. After speaking to the service manager and accounting dept, it has been made clear that they do not intend to adjust this invoice, they have told me that the will not refund the prepaid amount of money that I sent them for monitoring service in advance, and have refused to give me the name(s) and contact numbers of management who I might be able to escalate this matter to.

  

  Business response

  12/28/2022

  Good afternoon.  Please be advised that the monitoring services and the service plan invoice that Mr. ********** attached to his complaint is correct. He pays $692.88 annually, ($57.74/monthly) for both monitoring and his service plan. However, the service plan does not cover "end of life" equipment. It is the customers responsibility to keep equipment updated.  Please note in paragraph 17 of the signed agreement under subscribers duties, it is your sole responsibility to have working telecommunications.  The FCC had approved Verizon and AT &T to upgrade their cell towers to 5G, when the cell towers are upgraded, unfortunately most cellular devices must be upgraded, if not at the time of the upgrade, eventually, as the cell device serves as the communicator for the panel to communicate with central station.  Unfortunately, the business and the consumer are affected by these deciisons made by the FCC and will always be as technology will continue to upgrade and cell devices, personal and others, will constantly need to be upgraded as well.  

   

  On 8/30/2022, our representative, **** ******* spoke with Mr. ********* and quoted the device to him at the time of scheduling the upgrade. I have attached a copy of the invoice for your review. Please note that we did not charge our labor rate, as we recognize Mr. ********* has a service plan.  But as explained above, the device is chargeable, please note paragraph 27 of this contract. "Repair service consists of providing all necessary labor, material, parts and equipment to service the system due to ordinary wear and tear only" the need to upgrade his cellular device is his responsibility, as he must keep the equipment updated.  The new cell device was installed on 8/2/2022 and invoiced for the uplink ONLY. This invoice is due and payable.  Thank you for your consideration in this matter. 

   

  B Safe Inc.

   

  Customer response

  12/30/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. There are a few inaccuracies in the business' response:1. Section 17 in the agreement that is being referred to has to do with telephony services and equipment that would be provided by a person or company other than the alarm company, and most likely is outdated language referring to landline equipment and service. The issue at hand in this matter is about a piece of equipment that was provided by the alarm company when the system was initially installed (and paid for) and for which a monthly service fee was paid consistently since 2012 to provide support for.2. Section 27 that was referred to in their response specifically states " Repair service consists of providing all necessary labor, material, parts and equipment to service the System due to normal ordinary wear and tear only"  The fact that this part in question needed to be replaced had nothing to do with any negligence on my part. It is a device that was purchased as part of an alarm system that failed to operate or function the way it was suppose to and should be replaced as part of the service contract. There is nothing written in the contract that says that this particular device is excluded.  In fact, the contract does list other items excluded: "battery replacement, alarm screens, wiring, light bulbs, L.E.D.'s, L.C.D.'s and foil tape". None of the items listed as exclusions include the device replaced.3. I have notes from ALL my conversations with representative **** ******* and at no time was any replacement cost or cost otherwise discussed. At the time the appointment was scheduled, no tech had even diagnosed the problem. Additionally, during the tech visit, there was no discussion or quotation of any cost or fees. Regards, Complaint ID: 18435152    

  

  Business response

  01/23/2023

  Please understand that we provide the monitoring services for THEIR alarm system. This is not our system, they do not rent this equipment from us. They purchased the equipment, had it installed and are solely responsible for it working and/or communicating.  The upgrade of a cellular communicator because the FCC has given approval to AT & T and Verizon to upgrade their cell towers nationwide to 5G hardly falls under "ordinary wear & tear". The consumer should be aware that these upgrades will continue to take place, not by our choice or theirs. We must adhere to the fact that technology will be forever changing and from time to time an upgrade will be necessary, just like with a consumers personal cell phone. All security providers and security customers are affected by these decisions made by the FCC and the constant changes in the world of technology. 

   

  The invoice for the upgraded equipment is due and payable. Thank you again for your consideration. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  B Safe has been harassing my emergency contacts and I every six days since April, 2022. In March, 2022, I decided to stop doing business with B Safe for my rental property at ** ******* **** ***** ***** due to unreasonable price increase demands. They tried to intimidate me into not discontinuing. When this didn't work, they began calling all of my emergency contacts and myself at 6:00 AM every six days. The reason given for the call is to notify us that service has been disrupted. This harassment continues to this day and I want it to stop. I've tried calling their customer service to no avail.

  

  Business response

  08/30/2022

  Good morning. We have received the complaint filed by ********* ********. Please know that the term of her contract has not been satisfied, therefore the account has not been closed. I have requested a copy of her contact list so we can remove her responding party and avoid future contact in regards to her alarm system signals. I have attached a copy of the early termination letter that was mailed to her upon her request to cancel her monitoring services. It was discussed with her at the time of her request that the terms of her contract are to March 21, 2023 as we require by contract that we receive written 30 days before the renewal term. In her case we would have needed to receive written notice on or before February 19, 2022. We received it on March 8, 2022.  Along with a copy of the signed contract, I have included the letter mailed in regards to the remaining time as well as the calculations for the early termination fee.  We would be happy to continue to provide the monitoring for this year, and cancel before the next renewal term or negotiate a settlement for the early termination fee that was sent to her of March 14, 2022.  Thank you in advance for your consideration in this matter.

   

  ***** ***** - Credit Manager

  B Safe Inc.

  Customer response

  09/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  I paid B Safe through April 2022. B Safe ended service to the paid property *** ******* **** *** *****) in March of 2022. If anyone owes anyone money, it is they who owe me for the months of March and April of 2022.

  B Safe also needs to accept and honor my cancellation request and leave me alone.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 17791582

   

   

   

  

  Business response

  09/14/2022

  Good afternoon. Unfortunately, what Ms. ******** neglects to understand, is her signed contract does not end until 3/21/2023 as explained in my previous response.  The total due with consideration of the 75% default term for early cancellation is $415.35. If she does not want to transfer her services to her new home, we are happy to negotiate a settlemnet with her so we can settle this matter fairly and amicably. 

   

  Sincerely, 

   

  - BSafe Inc.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business has a misleading contract, that mandates a monthly monitoring service, regardless of ownership of the monitored property. The contract renews in terms of 5 years, and charges for the entirety of 5 years worth of service whether it’s provided or not.

  

  Business response

  08/02/2022

  Please find the signed agreements attached for Mr. ****** account. The terms of the agreement have not been satisfied. There are 3 options when cancelling contracts early, which we advised to Mr. ******. He has the option of transferring his services to a new location, transferring the services into the new owners name or if neither of those options take place, he is responsible for 75% of the time remaining on his signed agreements.

  I am more then happy to discuss this matter further with Mr. ******. He can reach me directly at ***** ********. Thank you.

  Credit Manager

• Initial Complaint

  07/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have left the company 2 voicemails and 3 emails stating my intentions to cancel my service that I have had for over 15 years. The alarm system no longer works and I'm paying for nothing.

  

  Business response

  07/19/2022

  Good afternoon.  We have no record of Mr. ******** calling us to cancel his monitoring services.  We actually have been calling him for the past three (3) months regarding his declined credit card that we have on account for his monitoring service and unfortunately have been unable to reach him as his voice mail box was full when we attempted to call (**** ******** on 5/14/2022, 5/17/2022, 5/18/2022. After these attempts, we sent a letter regarding the declined credit card along with copies of his invoice with no response and then a statement of his account was mailed on 6/14/2022 with no response and again on 7/11/2022 with no response. Our latest attempt to contact him was made on 7/13/2022 by email, reminding him of his past due balance. 

  I have attached a copy of his signed contract for your review. Please note in paragraph 4 of the contract, he is required to cancel in writing 30 days before the expiration date of his contract. No such notice has been received to date. Thank you.

  /Credit Manager

  Customer response

  07/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.  I have had tons of people that have successfully left me voicemails over the past few months so I don't believe that response.    I went through my emails again and do not see anything from them.   I want this contract from 2006 terminated.  I can't read the copy provided.   There is a reason this company has 20 complaints on your site.  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 17588556

   

   

   

  

  Business response

  09/19/2022

  Unfortunately, the contract is legal and binding so it will not be terminated without the terms being satisfied. The negotiated settlement is offered in an attempt to resolve. This is a fair and amicable offer to settle this matter.  Thank you. 

   Credit Manager

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have had a terrible experience dealing with BSafe Security service ever since we bought our business in 2018. Even after paying our dues regularly and paying for the services, we keep getting harassed at least 3-4 times a day from their 1-800 central station monitoring service stating that there’s an issue with a device and the system failed to restore it. After following all the steps they asked us to follow, the problem still wasn’t solved. Getting tired of receiving these calls multiple times a day, we decided to cancel the service and sent an email on 12/31/2019 about wanting to cancel the service. We were asked to pay for early termination to the amount of $1461 since the contract was taken over for 5 years. Begrudgingly we had to deal with these calls for all these years and finally sold our business this month. We once again reached out to BSafe to cancel the service but they insist that the contract was renewed in March 2022 so early termination fees still apply to the amount of $2165.13 even though the contract does not check off lease renewal, only 3 specific things were checked off on the contract: 1. Provide installation services(if needed)- that is what they came to our business and charged us for servicing yet the problem still persisted 2. Monitoring services and remote programming services 3. Per call repair services They duped us into signing this electronic document stating that we need a cellular upgrade but there was no mention of lease agreement renewal. The new owner has decided not to continue with this firm and so we are stuck with this even though we mentioned about canceling the contract in 2019 and now again. We have paid all our dues for all these years even when the service was atrocious with calls going out in the middle of the night because of their faulty equipments. Now with a shady contract with no check mark on lease agreement option, we are still being obliged to pay for terminating the contract which doesn’t exist.

  

  Business response

  07/20/2022

  Good morning. I am in receipt of the above complaint filed by ******* ***** in regards to his final payment due on the remaining terms of his contract.  Please be advised that he agreed to a five (5) year contract and it's terms on March 24, 2022 at the time that we installed his new equipment. I have attached a copy of the contract for your review.  The contracted responsibility of B Safe is to have our central station contact the customer any time a signal is received and confirm they are safe, if in need for authorities to be dispatched and to also advise when the equipment is not working properly. This could be due to a faulty motion, a low battery or the telecommunications device is dropping out or in need of replacement. In his case, his cellular backup device was in need of replacement due to the 5G upgrade of the cellular towers throughout the country. We performed our duties agreed to in our contracts. I am sorry that Mr. ***** found this to be of inconvenience.

  On July 13, 2022 we received a phone call advising us that they had sold their business and are in need of cancelling their service and their contract. Mr. ***** was advised at that time that there was several years remaining on his contract and that he could transfer these services to another location, the new owners of the business can sign up to continue service, and if neither of those options take place, he would be responsible for the remaining time on the contract based on the default terms, in this case at 75%, which can be found on paragraph 13 of the contract.  Please also take note of paragraph 2 of this contract stating the terms of the agreement. Mr. ***** initialed this paragraph, showing is was in agreement to this term. I have included a copy of his cancellation form that he signed on July 13, 2022. In this cancellation form, you will find that we confirm to the customer the possibility of an early termination fee if the contract is not transferring.

  Mr. ***** is still welcome to transfer his services to another location. Otherwise, he is responsible to pay the balance of the contract as calculated. 55 months X $53.10 = $2,920.50 x 75% default term = $2,190.37 minus $49.20 (prepayment) = $2,165.13. If interested in transferring the services, he can contact our service department. If he chooses not to exercise that option, he can contact us and make his final payment by phone at ****** ********. Thank you in advance for your consideration in this matter.

  /Credit Manager

   

  Customer response

  07/21/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  The contract that we signed in March 2018 does not renew until March 2023. As I have mentioned ever since we got the service we were getting harassed with multiple phone calls everyday because of their faulty equipment and so we decided that we asked to cancel the service back in 2019. Since we were asked to pay $1465 for termination we decided to continue until the contract ends. Now in March the company called us and said that we need to upgrade to 5G and that will alleviate all our problems but at no time were we informed about any new contracts since we already had a contract. Now even after installing the “new equipment” we are still receiving the same calls and even the “new key pad” has the same fault that it did before the upgrade. Because of all these problems and the history of this shady company, the new ownership does not wish to continue with the service. I am more than willing to pay until my contract ends in March 2023. But BSafe is a shady company that blindsided us with writing a whole new contract stating that they are installing new equipment. This contract now doesn’t expire until March 2027 even though we never agreed to renew any contracts. I also have proof of their sensors not functioning and panic button not working at all. I have asked BSafe to give me call records of how many times they called us after the “new equipment” was installed which they have not furnished. They are just trying to dupe us for another 5 years. I can send proof of my email chain and their threats of filing lawsuits against us. We are a small business and this company is just leeching off of small businesses like us. They should not be rated an A+ since all they want to do is find ways to dupe their clients. They are now threatening legal action and court.
  Regards,

  Complaint ID: 17584063

   

   

   

  

  Business response

  08/09/2022

  THE CONTRACT SIGNED IN 2018 IS FOR 5 YEARS, WHICH AND IF CANCELLING EARLY, THEY HAVE AGREED TO PAY 75% OF THE TIME REMAINING. THIS IS A LEGAL AND BINDING CONTRACT AGREED UPON BETWEEN TWO PARTIES. THE TERM OF THE CONTRACT IS DUE AND PAYABLE.  I AM SORRY THE CONSUMER DOES NOT FIND OUR OFFER SATISFACTORY. UNFORTUNATELY, IF THIS MATTER CANNOT BE RESOLVED, WE WILL BE FORCED TO TAKE LEGAL ACTION AS MENTIONED, THIS IS A LEGAL AND BINDING CONTRACT THAT THE CUSTOMER UNDERSTOOD AND AGREED TO AT THE TIME OF SIGNING. THANK YOU.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  B Safe continually bills me for monitoring services I haven’t received and does not credit me for payments made. The problem started last year when we moved from New Jersey in July to Florida. We asked to continue our alarm service at our new residence. They had a little trouble getting someone to come install the new system so we had to wait until early November for the reinstall. BSafe charged our credit card in July 2021 and September for quarterly monitoring services even though we had no alarm system to monitor. I had to go through the credit card resolution system to get that money back as B Safe was unresponsive. Once the alarm was reinstalled I received a pro-rated bill for Nov, Dec 2021 , and Jan 2022 which I paid. I actually overpaid this bill. Then I received an invoice for Feb, Mar, Apr 2022 which was paid. I have not received a bill for May, Jun, Jul 2022. I am now getting notices that I am over 170 plus days late in paying my monitoring fees. These invoices contain no dates of service plus additional charges I do not owe. I sent a letter to B Safe with my original invoices and cancelled checks and told them I would be contacting you if this is not resolved. This morning I received more invoices with no dates of service still saying I am 170 plus days overdue I have called twice and no one returns my calls. We have three more years in our monitoring contract. I am willing to continue with this contract if this issue can be resolved. Otherwise I would like to be released from this contract. I have copies of original invoices and cancelled checks and can make them available. I am including the letter I sent to B Safe

  

  Business response

  07/20/2022

  Good evening. I am in receipt of the above complaint and would like very much to speak with Mrs. ********* and review her invoices with her. I believe there may be a problem with the billing address that I would like to starighten out for her. Please contact me directly at ***** ********

  ***** *****/Credit Manger

  B Safe Inc. 

  Customer response

  07/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 

  Regards,

  Complaint ID: 17565334
  

   

   

   

• Initial Complaint

  05/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An alarm home monitoring contract I signed in 2018 with B-Safe has an auto renew clause in the fine print that obliges me to an additional THREE years unless it's canceled within 30 days prior to the renewal date. They offered no notice of the new auto-renewing commitment other than the fine print in the contract that was signed 3 years prior. Their remedy to my cancelation request which I made this week, after fulfilling my initial three year commitment plus one year - is to pay $750.

  

  Business response

  06/07/2022

  Good afternoon.  Please find the contract Mr. ***** signed, agreeing to the terms of the contract and renewal terms found in paragraphs 3 & 4.  The contract renewed  on January 29, 2021 for successive period of three (3) years.  We received a request to cancel his contract and an early termination fee, based on the default terms of 75%, found in paragraph 17 of the contract. Mr. ***** was advised of the time remaining on the term of the contract and the balance due of $692.85. The calculations are as follows.....

  20 months x $46.19 (monthly rate = $923.80 x 75% default terms = $692.85. The original amount given at the time of cancellation was $742.10, which included the May invoice which he paid on 5/28/2022 in the amount of $49.25.

  We would be happy to discuss this matter further with Mr. ***** and come to a fair and amicable settlement. He can contact me directly. Thank you.

  Credit Manager - B Safe Inc.

  Customer response

  06/08/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  

  Thank you BBB for providing this service. 

   

  I could have written the exact response that B-Safe has written myself beforehand. They likely just cut and paste from all of the other complaints. That is because this same objection has been leveled against them numerous times, and yet their unscrupulous business practices have not changed.

   

  Something of the importance of a long term auto renewing contract should be spelled out by a representative and/or initialed separately in the contract.  In addition, a company doing business honestly would notify a customer of the pending renewal ahead of time.

   

  B-Safe does neither of these, and then innocently points to the contract that was signed as was done in their response above.  It is obvious to me that part of the company's business plan is to lock customers in to long term contracts that auto-renew for additional long terms while providing no further consideration for said contract. They provide nothing to the customer in return for this additional commitment. A month to month continuation of a contract (as many of their competitors do) would suffice if their true concern was that a customer's property remains monitored.

   

  I concede I signed this contract and I intend to follow through with it rather than pay the lump sum to get out.  But I ask that at a MINIMUM, the Better Business Bureau follow through on their proclaimed Rating Elements: "If complaints have been filed, whether in BBB's opinion the business failed to resolve the underlying cause(s) of a pattern of complaints."

   

  An A+ tells this business they can do no better. It tells potential customers that the BBB approves of all their business practices. I think this Business can do MUCH Better, starting with more transparency around the long term, lock-in contracts and their predatory behavior. I hope the BBB changes their grade reflect that.

  
  
  Regards,

  Complaint ID: 17287014

   

   

   

  

  Business response

  06/08/2022

  Good afternoon. Thank you for your quick response. I have attached another copy of the contract above. Please note that our sales representative did review the renewal terms with Mr. *****.  As you can see, the terms were discussed and changed from 5 year terms w/ successive renewal terms to 3 year terms w/successive renewal terms, and initialed by both parties.  I am not sure how much more transparent we could have been, and I hardly feel that our sales rep discussing the contract terms and the willingness to make the adjustment to fit the customers needs, has is initialed, is hardly "predatory" and am truly sorry that he feels this way.  With regards,

  BSafe Inc

  (302) 230-7135

• Initial Complaint

  05/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I purchased Be Safe Security in 2018. Four years passed and everything was great. We never missed a payment and were satisfied with their service. I work night works and received a call from my wife at 6:00 am stating that our alarm was sounding. I contacted the police to respond and confirm that the doors and windows were secure which they were. When I got home, I noticed on the alarm panel that it said there was a communications error. (We were never contacted by Be Safe to confirm the legitimacy of the sounding alarm). I contacted Be Safe Security to ascertain why our alarm was malfunctioning. Be Safe advised that Verizon and AT&T changed their towers to operate under 5G speed and our current system was 3G. They advised that we would have to pay a couple hundred dollars, $6 additional a month, and resign a new 5 year contract in order for our equipment to become functional. The employee on the phone advised that another option would be to terminate my contract early and pay $407.00 for early termination. At this point, I felt handcuffed and deceived because we were not verbally notified that this could occur when inquiring about Be Safe services. I advised the employee to suspend our service so that I could speak to my wife about the options. The employee on the phone advised that we wouldn't be charged our monthly fee because our system wasn't connected due to the communications error. Approximately one month later, we were charged and decided to cancel early and pay the early termination fee of $407.00. I would like it to be known to read the contract in full and to understand that the system installed in new Be Safe customers will become outdated and money will be owed.

  

  Business response

  06/01/2022

  Good afternoon. Please find the 5 year contract signed by ******** ******* for the equipment and services provided by BSafe attached.  Mr. ***** is correct, they made their payments on a timely manner and we appreciated that very much. Unfortunately, when they cancelled their contract early, they were responsible for 75% of the time remaining. This is noted in paragraph 17 of their signed contract.  

  Please also note that they understood at the time of signing that it is their sole responsibility to have working telecommunication (found in paragraph 15) so their system can communicate to central station. Unfortunately, the FCC has given Verizon and AT&T permission to upgrade their cellular towers to 5G two years ago. We have been working diligently with all of our customers who rely on a cellular device to get their devices upgraded. A letter of explanation was mailed to all of our customers regarding the need to upgrade in March of 2021, giving them, and us, plenty of time to get their upgrades taken care of. Ms. ******* and Mr. ***** chose not to upgrade their device and instead cancel their contract early, which led to the review of their contract terms and the early termination letter showing that 75% of the contract, $407.00, was due and payable.

  We unfortunately live in a world of technology and will be met constantly with the need to upgrade our devices, whether it be for an alarm system, a personal cell phone, work and/or home computers.  When the cell towers upgrade, we, the business, as well as the consumer, must upgrade. We offer many different options to our customers to make the transition easier on them as far as payment to upgrade their device. Unfortunately, they decided not to upgrade with BSafe Inc.

  Thank you in advance for your consideration.

  Credit Manager - BSafe Inc.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Cancelled my service in January. Moved out of the residence. Did not move them to my new address as they are trying to raise my rate. Had over 6 years. Always paid on time. Now they are still billing me and trying to charge for another 4 years. I cancelled within the 20 day window of my rate raise that is in the contract. They are harassing us and our emergency contacts. Just want this to resolved as I did everything correct per the contract. We just want to move on and be left alone. Attached is my proof of when the raise was going to happen. Also attached is proof that it was cancelled within the 20 day window of declining the rate raise and mandatory cell service upgrade that went along with it

  

  Business response

  05/03/2022

  Good morning. I have received the complaint filed by ****** *******. Please be advised that Ms. ******* signed an agreement for monitoring services. I have attached a copy along with her request to cancel for your review. Please be advised that Ms. *******'s agreement renewed on 7/19/2021 for 5 years. She contacted us in January to advise that she was moving and wanted to cancel her contract. We reviewed her contract terms with her and advised that she had options in regards to the terms. One option is to transfer her services to her new home, which she was uninterested in doing so. The other would be to transfer her services to the new home owners, in other words, if they agreed to continue services, they would sign an agreement and Ms. *******'s would be void, as the newly signed agreement would take its place. The third option, if neither of the others took place, she would be responsible for the early termination fee, or buyout, of the current term of the agreement.  We sent Ms. ******* her buyout letter with explanation of remaining term and the default term, meaning she is only responsible for 75% of the time remaining on her agreement, not 100%.  The letter was mailed to her on 2/1/2022 once it was established that the services would not be continued by either party. We advised her that she had 54 months remaining and the total due if cancelling would be $1,704.22 and suggested transferring her services to her new home, which she again refused to do.

  Please be advised that we also offered to negotiate a settlement with her, as we prefer to resolve these matters fair and amicably, but she refused to discuss this matter further and demanded we waive the entire fee. Please note that Ms. ******* signed this contract on July 19, 2016, agreeing to these terms and refuses to honor the terms that she originally agreed to. If she would like to discuss a possible settlement, we are still willing to do so, so this matter can be resolved.

  Sincerely,

  Credit Manager

  B Safe Inc.

  (302) 230-7135

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩