BBB Accredited Business Profile

SAFE Security

SAFE Security

(800) 669-7779

SAFE Security

25 years in business
Headquarters
2440 Camino Ramon Ste 200
San Ramon, CA 94583-4326
Fax Numbers
  • (925) 891-3650
  • (925) 830-0566
  • (925) 830-0381
  • (925) 830-5122
Additional Phone Numbers
  • (925) 830-4777
Additional Email Addresses
  • customercare@safesecurity.com
BBB File Opened: 08/15/1998
Business Started: 06/12/1992
Business Started Locally: 06/12/1992
Business Incorporated: 08/15/1988 in CA
Type of Entity
Corporation
Business Management
  • Mr. Randy Perkins, COO
  • Mr. Scott Barca, QM
  • Mr. Paul Sargenti, CEO
Contact Information
  • Ms. Michele Phillips, Customer Service Supervisor
Business Category
  • Security Systems Consultants
  • Security System Monitors
  • Security Cameras

Service Area
US
Alternate Business Names
  • Security Alarm Financing Enterprises, Inc.
  • Security Alarm Financing
  • S.A.F.E.
  • SAFE
  • Security Funding LLC
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.
Number of Employees: 
550

Alerts & Actions

Pattern of Complaint

SAFE Security came to BBB’s attention in August 1988. A review of complaints done in February 2017 state that consumers have difficulty cancelling their contracts. Complaints also state that consumers have difficulty contacting customer service.

A letter was sent to SAFE Security requesting they address the above issues as well as explain when they take over another security company’s contract, how are consumers notified of the change and does the original cancellation policy apply. BBB also requested SAFE Security explain how consumers are made aware of their right to cancel.

The company responded with the following:

SAFE Security is an alarm company that acquires accounts from other alarm companies. These accounts have customers with pre-existing contracts. The initial terms of these contracts may range from 36 to 60 months, and most contracts have an automatic renewal clause written in the agreement terms.

SAFE Security sends correspondence to the new customers informing them that we are the new provider for their alarm service. We also send a Welcome Kit to all new customers which contains a Welcome Letter with our contact information (phone number, mailing address, and email address), window stickers, yard signs, etc. For the first 6 months additional correspondence is sent to the new customer, which includes offers for discounts on additional products for their alarm system.

We take time to advise the customer concerning their existing alarm service rates, and that the terms will remain the same as their contract. We request how we may enhance, improve, or add to their existing services. If a customer states they prefer to cancel their service, we advise them of the existing terms of their agreement. If a customer is in the “initial” term of the agreement, we will hold them to the full duration of the service contract term. If a customer is in the renewal stage of the agreement, we tend to negotiate with them any changes to the system which they may want made, or adding new equipment to their existing alarm service.

Often, we use this time to customize the service needs of the customer and sign them to a new contract. If a customer desires to proceed with the cancellation and they have not reached the end of their current terms, we will negotiate the remaining balance of the agreement and often “waive” the final bill.

Each contract received on an acquired account, contains the “terms of the agreement”, which explains the process on how to cancel the account. We explain to the customer that the cancellation terms are what they agreed upon when signing the existing contract. Customers who tend to disagree with the existing terms are sent a copy of the contract which they signed, so they understand their obligation regarding the terms are sent a copy of the contract which they agree with what they signed and what the contract states, they may escalate the complaint to the Better Business Bureau or another agency. When we receive complaints of this nature, we provide the agency with the same information which we provided the customer.

SAFE Security is open seven days a week, 24 hours a day. Currently our wait time for a call is less than 90 seconds. To further assist our customers, we have recently hired more team members. Our goal is to have a customer reach a live operator immediately and we also want to ensure our customers concerns are handled in one telephone conversation.

SAFE Security is also working on an outreach program, where we will contact our customers within six months of their current renewal term. At that time and upon agreement with the customer, we will negotiate any changes the customer would like to have made concerning their SAFE Security alarm service account.


SAFE Security

SAFE Security

BBB ACCREDITATION SINCE 06/20/2012

Customer Review Rating:

97%

Composite Score: