BBB Accredited Business sinceAdditional Locations
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This company offers security systems for home and business. Service includes complete security systems, monitoring, installing, and service plans.
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
|Complaint Type||Total Closed Complaints|
|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
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||8|
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
Phone Number: (916) 322-4000
Type of Entity
Business ManagementMr. Randy Perkins, COO Mr. Scott Barca, QM Mr. Paul Sargenti, CEO
Number of Employees
Security Systems Consultants Security Control Equipment & System Monitors Security Cameras