Text Sizesmall medium large

BBB Accredited Business since

SAFE Security

Additional Locations

Phone: (800) 669-7779 Fax: (925) 891-3650 View Additional Phone Numbers 2440 Camino Ramon Ste 200, San Ramon, CA 94583 http://www.safesecurity.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

This company offers security systems for home and business. Service includes complete security systems, monitoring, installing, and service plans.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that SAFE Security meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for SAFE Security include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 420 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

420 complaints closed with BBB in last 3 years | 120 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 161
Billing/Collection Issues 34
Delivery Issues 125
Guarantee/Warranty Issues 9
Problems with Product/Service 91
Total Closed Complaints 420

Additional Complaint Information

SAFE Security came to the BBB's attention in August 1998. A recent review of the company was done in November 2014. Complaints on file state that consumers are still being billed after they cancel their service. SAFE Security was responsive to BBB's efforts to have the company address the above issues. Below is their response:
"SAFE Security had identified situations when our billing system, SAFEPAY, was not deactivated after a cancellation had been approved. This caused some customers to be billed after the official cancellation date.
As part of SAFE Security's continuing education program, the SAFEPAY training section will be delivered to our employees.
SAFE Security has implemented multiple checkpoints in our cancellation process to insure SAFEPAY is deactivated once a cancellation has been approved. These checkpoints include both a manual cancellation review and automated reporting on each cancellation request.
There have been occasions when a cancellation decision is made and the options are communicated to the customer. However, there was no follow up and the customer's account was not cancelled.
SAFE Security has had one on one meetings with the individuals to identify how to set up system reminders and diary these accounts on a calendar for follow up. This has also been incorporated into our employee training program.
SAFE has implemented multiple checkpoints including a process with our retention team. An automated report is generated identifying customers who had requested cancellation and have submitted cancellation letters. The retention team will make a final effort to retain these customers. The retention representative will be responsible to insure the customer's account is correctly set up for cancellation if our retention efforts are unsuccessful.
Incorrect information provided at time of initial call creating customer misunderstanding: SAFE Security records 100% of our customer calls. SAFE has implemented a call evaluation program. Supervisors and Leads reviews and evaluates our representative's calls. Each representative will have their calls scored on a representative evaluation sheet. Scoring is based on greeting, listening skills, probing questions, checking for understanding, providing accurate solutions, agreement, next steps and closing. A one on one coaching session will be conducted. The employee would be able to listen to their call and self-evaluate their performance.
SAFE Security sincerely appreciates our partnership with the BBB. We have already initiated the corrections identified above. We look forward to working with the BBB to better serve our customer base."

Customer Reviews Summary Read customer reviews

8 Customer Reviews on SAFE Security
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 8

Additional Information

BBB file opened: August 15, 1998 Business started: 06/12/1992 Business started locally: 06/12/1992 Business incorporated 03/09/2009 in CA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Bureau of Security and Investigative Svc
2420 Del Paso Rd, Sacramento CA 95834
www.dca.ca.gov/bsis
Phone Number: (916) 322-4000

Type of Entity

Corporation

Business Management
Mr. Randy Perkins, COO Mr. Scott Barca, QM Mr. Paul Sargenti, CEO
Contact Information
Principal: Mr. Randy Perkins, COO
Number of Employees

550

Business Category

Security Systems Consultants Security Control Equipment & System Monitors Security Cameras

Service Area
This business service area covers: National
Alternate Business Names
S.A.F.E. SAFE Security Alarm Financing Security Alarm Financing Enterprises, Inc. Security Funding LLC
X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.