Business Profile

Security Systems

Safe Home Security, Inc.

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Complaints

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

Customer Complaints Summary

506 total complaints in the last 3 years.
207 complaints closed in the last 12 months.

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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:09/07/2022
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.
My home security system was originally with ********** ******* ***. On December 26, 2021, I was notified that my monitoring service was sold to Safe Home Security, Inc. Safe Home Security stated via email the terms of the contract would not change under their management. I requested to cancel the contract, and they provided a phone number. Because of the timing of the transfer and the holidays delaying mail receipt, the request could not be received by Safe Home Security in-time. I was charged $29.99 a month for 2022. I attempted to reach out again for a copy of the contract and to request a cancelation. I was ignored and charged for the service. During the month of May, I inadvertently triggered an alarm. At the time, I contacted customer service and dispatch to stop the response, but neither department could find my house. I determined this to be unsatisfactory service in addition to the failure to follow-up on the cancelation request and the request for a copy of the contract I have with Safe Home Security. At this point, I considered disputing the charges and stopped payment. Last week, I contacted the company again and requested a copy of the contract and to cancel the service. I was told my service was on a different database for transferred accounts, and that the original contract did not have a buy-out clause. Again, I did not receive anything from that call. Yesterday, Safe Home Security initiated an ACH transaction for $194.95 without informing me over the phone. I am in the process of declining this transaction and will contact the company again.

I want this contract canceled immediately with no balance owed for the services provided this year, or any fees or charges.
Business Response
Date: 09/19/2022
The customers account was purchased from Protection Source, and has been charged the same monthly charge of $29.99 per month. The account is eligible for cancellation January 2023. A cancellation letter has been received and recorded.
Customer Answer
Date: 09/20/2022

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:09/07/2022
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 requested cancellation or a move prior to moving out of my house. They informed me I would have to pay 90% of the remaining balance on the contract, or sign a new contract at an increases price. Per ******** law I have every right to cancel without penalty. After 3 months they refuse to cancel my contract and continue to charge me.
Business Response
Date: 09/07/2022
THE ACCOUNT HAS BEEN CANCELLED, PER THE CUSTOMERS REQUEST, WITH NO FURTHER FINANCIAL OBLIGATION TO SAFE HOME SECURITY
Customer Answer
Date: 09/08/2022

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. I will follow up to ensure I am not being charged again.

Sincerely,

******* *******
Initial Complaint
Date:09/07/2022
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.
Safe Home Security bought our alarm monitoring from ********** ******. Our alarm has not worked since November 2021. They still continue to charge $24.99 every month for NO service. I was able to finally make contact on February 22, 2022. Supposedly they were going to escalate our account for service and issue a refund. Finally on March 17, 2022 a technician showed up and determined that we had a bad panel. He verified that parts and labor was covered under warranty and supposedly ordered a new panel. He also confirmed that the panel was still under the manufacturer's warranty. After a month, I reached back out on April 19, 2022. I was told they would check on the status and get back to me. Also was reassured they would offer another refund. No one EVER got back to me nor were any refunds received. Still charged $24.99 every month! On June 17, 2022 I contacted them again. I was referred to Erin (ext. ****). She told me that my panel is not under any warranty and that is why the technician that came out no longer works for them. I contacted the manufacturer directly about the warranty and verified that it is under warranty and informed that the dealer had to make the claim. I reached back out to Safe Home Security and was referred to Terry N**** (ext. ****). As requested, I sent the email correspondences from the manufacturer and alarm.com to her on June 29, 2022. No email response. Still charged $24.99 every month for a nonworking alarm! On July 6, 2022 I contacted them again and was referred to Dana (ext. 1172). I explained the whole situation again and she contacted her supervisor. Once again was told that they are going to escalate account since installer told us system under manufacturer's warranty and Safe Home can't verify age of system since being acquired by them. Should respond in 24-48 hours. Absolutely zero response yet they still charge $24.99 every month! They must have caller ID because now no one will even answer my calls. Please help! Account #******
Business Response
Date: 09/19/2022
In Response tp BBB ID ******** - Thank you for brining this to our attention. Safe Home Security is fully dedicated to resolving this matter. One of our customer Service managers will be contacting ******* ******** via phone to assist in addressing their concerns.
Customer Answer
Date: 09/20/2022

Complaint: ********

I am rejecting this response because: no one has ever returned a phone call. I don't believe that if I accept the response, that I will actually receive a phone call. Just refund the money for services not rendered and close the account with no future charges. The alarm has not ever worked since acquired by Safe Home Security. Time for this to be settled.

Sincerely,

******* ********
Business Response
Date: 09/23/2022
In Response to BBB ID ******** - Safe Home Security Service Manager, Aryn Ounthongdy, contacted Mr. ******** on September 20th, 2022 in regards to their alarm panel needing to be serviced.

A replacement panel has been ordered to be shipped to the customer at no additional cost. A service appointment has also been scheduled for September 27th for our technician to replace the panel.

Customer Answer
Date: 10/04/2022

Complaint: ********

I am rejecting this response because: the issue of a refund for services not rendered has not been addressed.

Sincerely,

******* ********
Business Response
Date: 10/14/2022
Customer did
not answer technicians call for the installation of the free IQ panel

Therefore no
credit will be issued due to open service ticket.

Tried to call
client to reset and left voicemail

Aryn O*********
Acquisition Manager
Customer Service Manager
Safe Home Security
**** ****** ***
*********** *** *****
*************
Initial Complaint
Date:09/06/2022
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.
In July of 2017 I signed a 5 years contract with Alliance Security. By October of 2019 my account was handed over to Safe Home Security without notice. I only recieve a Subscriber Verification Form, no contract. I called SHS late 2021 to have my service cancelled in due time. I was told that I called prematurely so to call back before my contract expiration date of July 12, 2022. Late June I called and was given instructions to submit a written letter via email. I did so. However, SHS refuses to acknowledge that I fulfilled my initial contract with Alliance and have the right to discontinue my service. They say that I should of submitted the letter 3 months in advance, which I tried to start the process much sooner than that, and was denied to do so at that time. I have called with several attempts to have them honor my request and I continue to get false promises. I made one more payment, which was supposedly my last, but I continue to get billed. I would expect SHS to fulfill their promises as I did.
Business Response
Date: 09/15/2022
The account has been cancelled, with no further financial obligation to Safe Home Security. No adverse reporting was reported to the credit buraus
Customer Answer
Date: 09/18/2022

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.

However, I did receive a statement dated September 11th, 2022 with a balance of $129.10. I would like to receive a written statement from SHS indicating that my account has been closed rather than a billing statement.
Thank you,

Sincerely,

**** ****
Initial Complaint
Date:09/06/2022
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 signed up for an alarm system on our home as we travel a fair amount. The sales department told us when we bought the system that canceling service would have flexibility, we would just need to explain why. Selling, moving, etc. That sales person is no longer with the company and we did not get that in writing. We just trusted he was telling us the truth. We have tried to cancel (we have sold the home) , we also asked to change our service to the new owner (they agreed) and the inflexibility in this matter has been surprisingly bad- especially for a company that touts service. In addition, the service person was condescending and rude. It was also clear that people in the background in the call room were being disrespectful as well. Seems like a real boiler room sales environment where the only thing you are dedicated to is making sales and money, not providing a feeling of security and safety to your customers. Shame on you.
Business Response
Date: 09/06/2022
To Whom It May Concern;
Ms. K******** ******* signed an alarm agreement in October 2020 with the initial term of 5 years (60 months). In the attachments, please find a copy of this agreement. The agreements are not transferrable and are social security specific meaning the customer must go through an approval process. Per the agreement under section 4 early cancellation clause, it states that the customer is obligated to 90% of the terms should they sell their property. There is $1722.45 owed under the 90% obligation in order to satisfy the terms of the agreement. In March 2022, Ms. ******* called the office to state she was selling her property. We advised her of the buyout and a system move option. Last week, on 9/1/22, the customer called in to state the home was sold. We discussed moving the system as a courtesy to avoid the buyout. The next day on 9/2/22, the customer called back to state that the new homeowners wanted to keep the alarm system in the home. We explained to the customer that she would be responsible for the 90% obligation on her original agreement. We advised her that the agreements are not transferrable and that the new homeowner would need a new account under their social security number. The same day Mr. ******* called back in to state they would file a complaint but would continue to pay for the next 3 years. Ms. ******* is obligated to satisfy the terms of her agreement. Since this customer already stated they would be paying the terms, please mark this complaint as settled and close it out. Thank you for your assistance!
Initial Complaint
Date:09/02/2022
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.
The company that installed my security system went out of business, and the accounts were bought by Safe Home Security, *********** **. The technician came to my home and did not install any new equipment but told me he had the existing system synched with the app on my phone and the call center.. I had a few alarms and never got a notification, nor did the call center contact me. I was not satisfied and felt that the company had not honored their service agreement, so I called the company to cancel. The first time I called, the assoc. was hard to understand because she had a very heavy foreign dialect. I assumed I was speaking with a foreign call center and asked her if she would please transfer me to someone in the United States. Apparently, she was insulted. She became very rude, called me a racist, and hung up on me. I called right back to express my frustration, and the assoc placed me on hold to listen to the recording. She was apologetic. I received an apology letter and a bill for $1516.32 for the remainder of a four-year monitoring contract which, by the way, was only signed two months prior. I had already paid them $415 for the first year. It seems to me as if they were concerned about preserving their reputation, they would not have charged me anything. In fact, they owe me a refund. But no, they are billing me for the remainder of the "monitoring only" agreement through 2026! This company has conducted its business in a very unethical way, and the public needs to know about it.
Business Response
Date: 09/13/2022
In response to BBB ID ******** for ***** *****: Thank you for brining this to our attention. Safe Home Security is fully dedicated to reaching out to Mr. ***** and to provide a solution regarding his account.

Our senior customer service manager, Jacob D****** will be reaching out to Mr. ***** shortly.
Initial Complaint
Date:09/02/2022
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.
May of 2012 i got a home security from a company called ****** and signed to pay 58 months. That company was sold and changed names several times to currently called Safe Home Security, Inc. In May I stopped the bank payment and told them I no longer wanted their service since I was moving and I had long met the 58 month obligation. That security was on our home at **** * ****** **** ***** ****** *****`. I have moved but Safe Home Security, Inc. keeps billing me even though I told them I canceled their service. This is very upsetting to me and I have not paid the bill they have sent to the ****** addres but gets forwarded to my new address. Please help me get this solved. The only contract I signed was the May 2012 one with ******.
Business Response
Date: 09/02/2022
***** *****'S ACCOUNT HAS BEEN CANCELLED, WITH NO FURTHER FINANCIAL OBLIGATION TO SAFE HOME SECURITY
Customer Answer
Date: 09/06/2022

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,

***** *****
Thank you so very much! You got better response then I could get in a couple months.
Initial Complaint
Date:08/25/2022
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.
Hello!
I file this complaint against **** ***** because they have dealt with me in a very un-professional un-ethical manner, and perhaps fraudulently too
1- Their sales rep Gary D** ****** came to my home's door step offering me their home security services, and HE said that after recently closing on the purchase of my new home ALL equipment have been covered/paid and therefore I only had to worry about paying a monthly fee for the monitoring of the home.
He also told me that they WOULD ONLY charge me for the remaining week of May, then subsequently charge a full monthly fee. to which I agreed.
Second, he send the tech to install the equipment and, even though he did NOT have the cameras with him that day, he said all was ready and working but he said he's return in 2 days with the cameras to install. I believe that when 2 days had passed and no one came to my home to install the cameras, I texted him saying what had happened and he APOLOGIZED for the inconvenience and thus acknoeledging the job WAS NOT COMPLETED. Then since I had checked my bank account balance and noticed that they had charged my account the full amount for a service I did not have at that moment, rather than the prorated amount, I was upset over the situation and asked him to just come back to my nhome to pick up the equipment and cancel everything.
They had given me 3 days to consider the matter and I WAS withing that time frame even though I think that is abusive on their behalf, knowing them the way I know them now. Anyway, Shawn, the tech never repplied to my messages after I had said I needed everything cancelled and my money back. Gary, the rep, charged me 250.00 the day he conducted the sale (5/23/2022), and I do not see that charge reflected on the documents they sent me.
I called them to dispute charges and try to cancel contract, they said it was not possible because I was bound the a contract. ******** Bank investigate the matter, who work for ******** ***** but they work together.
Business Response
Date: 08/25/2022
We are not **** ***** and cannot locate this account in our customer base.
Initial Complaint
Date:08/24/2022
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.
On 1/24/2019 lhad safe Home Security come to my home to install a alarm system. I been having issues with the alarm system not working properly. I called numerous times for a year but the issue still remain the same not solved. Every month my account was being debit for and year. They sent out technicians to fix the problem and they were unsuccessful in do so. I was disappointed with Safe Home Security this been going on for year and my system was not working but you were still getting paid but the issue was not corrected. I called to cancel my service. An employee that worked there told me write a cancelation letter. I wrote them the letter explaining why l was not happy with there service and for them to cancel it. They sent my account to collections and put it on my credit report the sum $3,234.07.
Business Response
Date: 09/01/2022
MR. ******** SIGNED A RENEWAL AGREEMENT IN FEBRUARY OF 2019. THE LAST PAYMENT RECEIVED ON THE ACCOUNT WAS IN JUNE 2019. MR. ******** WAS OFFERED SERVICE IN JUNE OF 2019 BUT REFUSED, WHICH IS WHEN HE REVOKED AUTHORIZATION OF THE ELECTRONIC PAYMENTS FROM HIS BANK, CAUSING A RETURN FEE. THEREFORE, THE ACCOUNT HAS BEEN SENT TO A THIRD PARTY COLLECTOR AND THE CREDIT HAS BEEN REPORTED, CORRECTLY.
Initial Complaint
Date:08/18/2022
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.
This company is a fraud. They bought out my previous company. Told me my system needed to be upgraded to 5G-they would do free of charge if I signed a 5-yr contract for their service. They badgered me to sign contract while they waited on the phone for me to get the document via email. He kept asking if I had signed yet, so I finally just quit reading the document and signed as I felt very pressured. They set an appointment for them to come do the upgrade as well as to repair/replace one of the sensors which had gone bad and was constantly setting off the theft alarm on our outdoor TV. Since the appointment was still a couple of weeks away, and the alarm kept going off, the manager (at least he said he was "a" manager-never spoke to same person twice--ended up disconnecting the TV from our alarm system. He said it would be ok since they were coming out soon. Over the next 5 months, many appointments were made, but techs didn't show up. On 4/29, was told Anthony was coming 5/4 because he was really quick and good. No show. 5/5 Anthony called and said he'd come 5/6. When he didn't come, I called-he said the manager hadn't given him the part & the 5th was his first day on the job. More calls. Finally showed up on 6/8 with no part. On 7/30 a manager called and said I had to sign a new contract if I wanted them to bring the part that had been promised in March. We argued about why, but he insisted if I didn't sign, he wouldn't send a tech! So, dummy me, I signed again. Many calls, no shows, and informing I would cancel the contract later, we finally had another tech Terrance actually show up 8/8. Again, no parts. I spoke back & forth with a manager and told him if he didn't get someone out, I was going to cancel the contract. Again, no show. Went through steps to cancel, but they are still harassing me to pay. I have been disrespected and badgered over the phone so many times--even called my children! NEVER use this co. They lie and badger & give nothing but headache!
Business Response
Date: 08/18/2022
To Whom It May Concern;
Ms. ******** ********* has been a customer since 2016. Ms. ********* did sign a renewal agreement in the beginning of 2021 and we have sent out service technicians to her location. Even though there is a new agreement in place, we will release Ms. ********* from this agreement and are closing out this account. Please mark this complaint as settled and close it out. Thank you for your assistance!
Customer Answer
Date: 08/21/2022

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. We expect to hear nothing further from the company and that our credit will not be affected by this in any way. Even though we would have liked to receive the refund that they offered along the way, we are willing to forgo any further renumeration to just have this over and done with. Thank you for your help in resolving this matter.

Sincerely,

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

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Safe Home Security, Inc. is NOT a BBB Accredited Business.