Complaints

This profile includes complaints for Safe Home Security, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Safe Home Security, Inc. has 33 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  37 N Blossom St E Providence, RI 02914-2728

• 

  Safe Home Security, Inc.

  3630 SE 85th St Berryton, KS 66409-9557

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security

  2969 Irving St Riverside, CA 92504-4268

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My grandparents were tricked into signing a ridiculous 5 year contract with no way out for a service that does not even work. Customer service dodges calls. Last renewal contract signed at the same IP address as the sales representative, not by the customers.
  Fraudulent company, predatory on the elderly, relies on confusing people and refuses to help

  Business Response

  Date: 07/29/2025

  Safe Home Security has thoroughly reviewed the complaint and the account history associated with *** *****’ grandparents. Our records indicate that the agreement in question was signed during a scheduled service appointment on December 5, 2022.

  During this appointment, our technician was on site to perform a communication upgrade from 3G to LTE as required by the ******* 3G network sunset. Prior to this visit, the customers had agreed to the upgrade and signed a new agreement on November 29, 2022.

  While on site, the technician informed the customers that their current warranty only covered existing parts, not labor. He offered to add full labor and battery coverage to the account for an additional $10 per month, which the customers accepted. The updated agreement reflecting this change was collected in person via the technician’s iPad on the same date.

  Safe Home Security stands by the validity of the agreement signed onsite with the technician. However, as a gesture of goodwill, we are willing to revert the account back to the original agreement signed on November 29, 2022. A copy of the agreement signed on 11/29/2022 has been attached for reference.

  Safe Home Security remains committed to providing reliable service and working with our customers toward a satisfactory resolution.

  Customer Answer

  Date: 08/05/2025

  The business reached out to ask what my customer information was but took absolutely no steps towards addressing or fixing my complaint

• Initial Complaint

  Date:07/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a written non-renewal notice for my home security monitoring service well in advance of my contract’s end date, as required. My letter was delivered on July 14, 2025, according to **** tracking (Tracking #**********************), and I also followed up with an email that included a copy of the original notice. Despite confirmed delivery and multiple follow-ups, the company has not acknowledged receipt or provided written confirmation that the contract will end as requested. I’m concerned they may continue billing me beyond the expiration date of December 22, 2025, against my explicit notice to cancel. This lack of response and accountability is unacceptable and appears to be a pattern based on public reviews.

  Business Response

  Date: 07/28/2025

  **** **** ********* ****
  ***** **** *** ****
  **** ****** ******
  *********** ** *****
  
  *** *** ********* ** ********

  In response to BBB complaint id ********, Thank you for bringing this matter to our attention. We’ve reviewed client, *** ****'s, complaint regarding the cancellation of his home security monitoring service and wish to clarify our position.

  Our client’s contract requires written non-renewal notice delivered at least 60 days prior to the current agreement’s expiration. According to **** tracking, your letter arrived on July?14,?2025, which is approximately five months ahead of the contract’s end date of December?22,?2025.

  Because your notice complies with the contractual requirement and was delivered well before the required deadline, it constitutes a valid 60-day cancellation request.

  Under the terms of your agreement, Safe Home Security has up to 60 days to respond formally to such notices. Given that only 14 days have passed since delivery, our lack of written response at this point is within the agreed notice period and not our ignoring the request.

  Moreover, your contract specifies that cancellation can only take effect upon the contract’s natural expiration on December 22, 2025—unless the client settles the service at 90% of the unpaid contract balance, which has not happened in this clients case. Your request will be processed in full compliance with your contract terms, and billing will cease once the contract ends.

  We apologize for any frustration caused by the delay in acknowledgment. If you would like confirmation of receipt of your cancellation notice or an update on the status of your account before December, please contact our retention team directly at ###-###-####. We are happy to provide documentation of receipt of the cancellation request or confirmation of the accounts closure in December.

  Thank you for your patience as we work to process your request according to the contractual timeline.

  Sincerely,
  Princess B***
  Manager, Retention
  Safe Home Security, Inc.
  

  
  

  Customer Answer

  Date: 07/29/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a security system installed and it never functioned correctly. It set off false alarms constantly even when they came and serviced it within a month due to dead batteries. Batteries where replaced at a large cost within a month. This only solved the problem for about two weeks. We had to bypass all zones to keep the alarm from going off constantly, and I told the service man that it was not working and to take it away, which they did. The system has not been on site since 2020, however they continue to insists and charge for, that they have provided "Monitoring" services to date for a system that does not exists on site. Ive attempted numerous times to cancel the service and each time Im told there are no notes about requested cancelation in thier system. I have no problem buying there shady contract out but im not seeing paying them for monitoring of a system that never worked as advertised and has been removed. They state they have no notes on the system being removed but if they are Monitoring it, and it doesnt exsist, what exactly are they monitoring?

  Business Response

  Date: 07/22/2025

  In Response to BBB ID ********

  Safe Home Security has reviewed the complaint along with the associated customer account and found that this matter has already been addressed directly with our Collections representative, Timothy T***********. Based on that interaction and subsequent resolution, the customer's obligation was fulfilled, and Safe Home considers this matter resolved.

  The charges referenced by the customer were for monitoring services provided as part of the signed agreement. While the customer asserts that the equipment has not been on site since 2020, Safe Home has no documented record of the system being removed or any formal cancellation request.

  Please note that removal of the system without Safe Home’s involvement or notification does not terminate the agreement. Monitoring fees remain applicable under the terms of the contract unless a cancellation is properly processed.

  If the customer has any remaining concerns, they are encouraged to reach back out to Timothy T*********** or contact our office directly for confirmation of the resolution.

• Initial Complaint

  Date:07/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to cancel the service my mother had with this company and first contacted them in May as she was in hospice and not expected to live much longer. At the time, nothing was said about my mother having an annual contract with them. Furthermore, as she was in the hospital in August 2024 as well as September and a transitional care unit in September and October and entered hospice at a care center where she remained from November-June 7, 2025 (date of death). In other words, it would have been rather difficult for her to renew this contract!
  
  That is not my issue, however. The payment was on auto-pay and it looks like she was current.
  
  My problem is that despite this company knowing that my mother is deceased, despite knowing the house has a signed purchase agreement with a closing date of 8/16/25, the company continues to contact me in an effort to renew the contract. I am literally being bombarded with personal emails (not auto-generated) insisting that I need to continue using their service in order to “protect” the house.
  
  I am attempting to settle my mom’s estate therefore it is critical for me to accept phone calls, get confirmations of cancellations in writing, etc so blocking isn’t the answer.
  
  I have tried to resolve this by making it quite clear I have zero interest in doing business with them multiple times. I have also made a complaint to the business and was assured it would not happen again. That didn’t work either as this behavior has continued.

  Business Response

  Date: 07/18/2025

  **** **** ********* ****
  **** ****** ******
  *********** ** *****
  
  ***** **** ***** ****
  *** ******* ** ******* *******
  ** ******** ** *** ********* ** ********

  We would like to begin by offering our deepest condolences on the passing of *** ******* *******. We understand how difficult it can be to navigate the responsibilities of settling a loved one’s affairs during such an emotional time, and we sincerely apologize for any additional distress caused by our communications.

  We also regret that our representatives did not respond with the level of compassion and sensitivity that this situation warranted. Please know that we take this matter seriously and will address it internally to ensure our communication practices reflect the respect and empathy our clients and their families deserve.

  We are writing to confirm that ******* ********* account is currently in the process of being closed, and there will be no further billing obligations associated with this account moving forward as of this communication. Any future outreach attempts regarding renewals or continued service should cease immediately, and we will ensure that no further contact is made to the family in connection with this account.

  If there is anything else we can do to assist you during this time, please don’t hesitate to contact us at ###-###-####.

  Once again, please accept our heartfelt apologies and our sincere sympathies for your loss.

  Sincerely,

  
  Princess B***
  Manager, Retention
  Safe Home Security, Inc.

  Customer Answer

  Date: 07/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:07/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried many times to contact Safe Home Security to cancel my account upfront without any issues. I would rather have communication done through email so I can have copy of proof of what is being said. This company has problems with false billing,unapproved contract renewal and I do not want to fall victim to this.
  I want to know what is the exact process t0 close my account and do I need to return eqipment if so how. I do not want to talk about it with customers service, I just want out of this account and have this in writing.

  Business Response

  Date: 07/18/2025

  ***** **** ***** ****
  *** *** ********* ** *********
  ************ ****** ******* *****
  
  ** **** ** *** ********

  Thank you for the opportunity to respond to the concerns raised by **** ****** (*****) ***** regarding her request to cancel her alarm service.

  Ms. ***** is currently under a 60-month service agreement, which commenced in October 2021. This agreement was executed in relation to a system communication upgrade, which was completed on November 11, 2021. The contract was authorized electronically through the same email address provided in this BBB complaint.

  According to the terms of the agreement, the service is set to expire on October 29, 2026. **** ***** will be eligible to cancel the account without penalty upon reaching the contract's expiration date so long as the company is provided a written notice of cancellation 60 days prior to the current contracts expiration.

  We understand the client's preference for written communication and will honor this request. If **** ***** requires documentation of her service agreement, including a copy of the contract or confirmation of the agreement date, we are happy to provide this via email upon request.

  At this time, no return of equipment is necessary unless explicitly requested during the cancellation process at the end of the contract term.

  Should **** ***** have any further questions or wish to receive copies of her signed agreement, she may contact us at ###-###-#### for documentation.

  Sincerely,

  Princess B***
  Manager, Retention
  Safe Home Security, Inc.

  Customer Answer

  Date: 07/22/2025

  I would like exact address and info needed to send this request to cancel service. I would like copy of any and all documents mentioned in safe home security response

  Customer Answer

  Date: 07/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Would like copy of documents mentioned ln response from safe home security also would like exact address to send letter to cancel 

  Business Response

  Date: 07/29/2025

  A Copy of the agreement has been attached as requested. On the agreement the client will find our mailing address for the cancellation request. 

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canceled contract 3 years ago and still being charged.

  Business Response

  Date: 07/09/2025

  In response to BBB complaint# ******** the customer has a
  past due balance prior to receiving the request for cancellation. although we
  can attempt to collect the full balance, we are willing to offer a time payment
  of $750.00 to closeout this account.  please reach out to the name below to
  remit payment and closeout this agreement.
  
  Jevaun
  P*******
  Managing Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ******* ***** ********** ****** * **** ** ********** 
  ****************************************
  ***************************

• Initial Complaint

  Date:06/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a 66-month home security contract with SHS approximately five years ago. After two years of on-time payments, I contacted SHS to cancel. Despite being legally allowed to cancel under ***** Occupations Code **********, SHS refused my cancellation request.
  During a phone call, SHS told me I would have to pay $2,000 up front and continue paying $75/month for another 5 years just to cancel. I then removed the equipment from my home and stopped using the service. However, SHS has continued billing me — and now claims I owe over $4,200, despite providing no service for the last 3+ years.
  I believe this billing is unlawful and a violation of my consumer rights under ***** law. SHS refused to stop billing even after I canceled and removed their equipment.

  Business Response

  Date: 06/27/2025

  In response to complaint # ********,
  
  The client requested cancellation prior to fulfilling the
  contract terms signed by the customer. This debt is valid and we will continue
  to collect for the primary term of the agreement.
  
  Please reach out to the name below for arrangements.
  
  Jevaun P*******
  Managing Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was scammed into purchasing a home security system that didn't exist. The installer came to my house and seemed to be casing it, also.

  Business Response

  Date: 06/27/2025

  In response to complaint # ********. The customer is
  responsible for the primary term of the agreement. This debt is valid and
  further collection activity will ensue.
  
  Please reach out to the number below to resolve this matter.
  
  Jevaun P*******
  Managing Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to file a complaint against my warranty company, safe home
  warranty company. For the last 2 years they have been overcharging me
  overloading me with late fees. The first few years I had a card on file until
  my card was being frauded. I had to get a new card I thought they was
  collecting the money because I gave them my new card however two months later
  they claim they didn't get the money. they have been overcharging me ever
  since, regardless of what I have tried to do they refuse to  correct the
  problem. My bill is $33.00 a month I have been sending safe home security
  $65.00 to $60.00 a month trying to catch up on the bill. They promised they
  would remove the late fees ?ut instead they have been charging me. I have been
  paying twice the amount of my bill the and the bill has not change. These
  people frauded lied and deceived me into renewing  a contract. I'm
  supposed to have insurance on the batteries alarms and when I had problems with
  my batteries they told me to go buy some because I have not caught up on my
  bill.

  Business Response

  Date: 06/27/2025

  We have reviewed *** *****'s complaint, as well as her alarm account, and this shall constitute Safe Home's official response.

  In her complaint, *** ***** alleges that after her payment method did not go through, she attempted to update her payment method, but that it was not done. She later indicated that Safe Home has has continued to asses fees. She also stated that she was told that she had renewed her contract when she does not believe that she did. Finally, she indicates that she was sold a battery warranty but that she received a message from Safe Home which she seems to believe has reference to her warranty purchase.

  Upon researching *** *****'s account I was able to confirm that her payment method was rejected near the end of 2023. When this happens, we automatically switch the customer to invoicing. In addition, we send them a letter informing them of the failure of the payment. *** ***** called in to Safe Home shortly thereafter and we discussed the matter with her in detail. The account note is included below for reference.

  CCI REGARDING LETTER THAT SHE GOT ABOUT THE EFT RETURN. EXPLAINED THAT THE
  CARD THAT WE HAD ON FILE EXPIRED SHE WILL SEND IN A MONEY ORDER THAT SHE HAS AND
  THEN SHE WILL CALL IN AFTER THE FACT TO GO BACK ON EFT Tyasia R******
  1773 11/13/2023, 7:17:54 AM

  
  In *** *****'s complaint, she stated that she called Safe Home to provide new payment information; however, we do not show any records of her doing so. Safe Home continued to send her invoices, and attempted to contact her many times over the next several months regarding her past due amount; however, she did not respond to us. Finally on February 9, 2024, we spoke with her. She stated that she thought that the payments had been coming out automatically. As indicated, this was not the case and we had attempted to contact her several times to discuss. During this call we informed her that we could indeed put her back on automatic payments but that she would need to pay her past due amount. She stated that she did not have the money to do so. As such, she remains on invoicing until she is able to pay her past due amount. Throughout this time, Safe Home has issues over $100 in credits to assist
  her, despite the fact that the late fees and invoicing fees are entirely legitimate based on the monitoring agreement.

  Regarding her current agreement, on March 4, 2024, she contacted Safe Home regarding a low battery. At that time, Safe Home offered her a battery warranty, which she accepted in connection with a renewal of her monitoring service. She indicated that she was not given service because of her past due status, but that is not accurate. Safe Home sent a technician to her home on March 5, 2024. The technician replaced many low batteries and tested her system. During that visit, the technician picked up her new monitoring agreement. In her complaint, she also references a text message which Safe Home sent to her regarding competitors who were approaching Safe Home customers and making
  misrepresentations in order to switch them to other companies. I cannot tell entirely from her complaint if she believes that the discussions in which she purchased a battery warranty were what we were referring to in the text message. If
  this is the case, she needn't worry. The communications she had with Safe Home were legitimate and with a Safe Home representative. We sent to text message to our customers because there have been many sales representatives with other companies who have stated that they are with Safe Home in order to switch over our customers.

  We were seeking simply to warn our customers of this fraud.

  Safe Home remains willing to assist *** *****. When her past due amount is paid, she is welcome to change to autopay. She may also contact Safe home, as she may qualify for an amnesty which Safe Home is often able to offer to customers who are past due. The amnesty most often entails renewing their monitoring in connection with some sort of waiver of past due amounts.

  Please let me know if you have any additional questions regarding this matter.

  Sincerely,

  Matt P****
  ******* ** ****** ****
  SAFE HOME SECURITY, INC.
  Compliance Officer
  ***** ********
  **** ****** *** ***** ***
  *********** ** *****
  *** ** **** ***** ***** ***
  ******* ** *****
  ******** ** ****

  Business Response

  Date: 07/11/2025

  This is concerning my complaint against Safe home security company. They still have not canceled the late fees lates fees like they promise. This business and has many complaints about how to conduct there business. They are rude, unprofessional and they’re disrespectful. I just wanted be treated fair.

  Business Response

  Date: 07/22/2025

  Please refer to our initial response. Safe Home remains willing to assist *** *****. When her past due amount is paid, she is welcome to change to autopay. She may also contact Safe home, as she may qualify for an amnesty which Safe Home is often able to offer to customers who are past due. The amnesty most often entails renewing their monitoring in connection with some sort of waiver of past due amounts. Please contact your account manager, Daniel P****** at ###-###-####. 

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are trying to cancel our security service with this company. I first contacted the company in May to cancel and they said they would call to confirm details of cancellation. We are not refusing to pay a buyout. We simply want a statement for how much is owed on the account so we can close it. The company is saying we aren’t allowed to do that. I emailed them on Monday with more details and instructions to close the account and have not received any information back from them. I need the statement by July 19th in order to process a buyout payment

  Business Response

  Date: 06/25/2025

  Good morning,

  Attached is the customer’s buyout. In order to proceed with closing the account, please ensure the following items are submitted:

  1. A buyout letter addressed to Natalie ********* "Billing Department"
  2. The final payment
  3. A cancellation letter (as we currently do not have one on file)

  Thank you.