Complaint Review: Safe Touch Security

On 2/22/08, I received several messages from a credit collection agency, on my home phone, cell phone, parents residence & my wife's place of employment.

I immediately returned the call, I was told by the credit collection agency that I owed $1173.72 to Safetouch Security system. I assumed there was a huge error based upon these facts:

We had paid in full for a 3 year service contract in 2004
We DID NOT choose the less expensive self renewing policy
We discussed this 3 yr/5yr option with the salesman and only wanted to fix the safe touch system that was damaged by the lighting strike

In May 2004, during the repair of our Safetouch System which had been hit by lighting, we had Safetouch Security Equipment installed. Our home was struck by lighting which damaged all of our electrically equipment in our home Computer, TV, Garage Door, etc, etc but most importantly safe touches equipment was hooked to our phone lines this was destroyed safe touches equipment was literally fried in our guest bedroom closet. We were told we HAD to sign up for the service in order for our Home Owners Insurance to pay repair costs related to the lighting , I didn't really care then about any costs I just wanted things fixed. I paid the installer the full amount at that time and he told us that the contract would end in three years; and nothing further was required. (( I can assure you he didn't say remember that 3 years from this date we will revisit this contract to continue to charge you more money ))

We moved from that residence in 9/21/2005 and all of our mail has been forwarded to our new home address. Please know that we checked with our renters at the old property, where the equipment is installed, and they have received nothing addressed to us from Safetouch.

Safetouch is now stating that we signed a 5 year contract. Had we opted for a 5 year contract; we would NOT have chosen to pay the full amount for 3 years. Even though the 5 year "appears" to be the bigger, better deal we only used the system to check the lighted panel to see what windows and doors were secure so there was no need for extended time.

We have an unblemished credit rating and we have to question the ethical practices of Safetouch and those who work for this company. We have been told by two representatives of Safetouch that we were paying for a 3 year contract which ended after 3 years. We have received no correspondence (bills, statements) from Safetouch. Although Safetouch has our phone numbers, no one from Safetouch has contacted us.

We contacted Safetouch and requested a copy of the contract. Although Amy Howe said she would fax a copy to us, she did not. In order to get a copy of the contract, I had to personally take off work and go to your office to pick it up.

The charges of $1173.72 from Safetouch are for a ten month period. $24.99/month (this includes taxes)
Ten times $24.99 is $249.90 At this time we certainly have many questions. Not only does your representative mislead or falsify information; but are there hidden charges? How does one cancel this Service? In the event you move? Were are these extra fees? I am bewildered.

The Safetouch service was never turned on for the company to monitor the house. The telephone line, which had to be active for your service to even work, has not been on for approximately two years. Is safe touch even aware of this? We were certainly under the impression that we were covered by a THREE YEAR CONTRACT. Why wouldn't Safetouch have sent us a notice on a past due bill? Why would Safetouch submit this to a collection agency and not once try to contact us? The collection agency called one day and was able to get my entire family?

We had absolutely no reason to refer to the contract. We didn't live in the house and we were told the contract ended with no renewal after 3 years. We had paid up front. We had no reason to believe anything more than this. I would like some answers to my questions, I would like a reasonable solution to all of this. I am amazed at some of the other stories like this that I have read. I don't want to be just another customer that has been taken advantage of. Please Help and or make me maybe the one customer that meets up to your slogan's of Customer Satisfaction. I ask that someone do the right thing for the Consumer.

Philip
Jacksonville, Florida
U.S.A.