Complaints

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:11/21/2024

  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 am no longer a customer of this company--Safe Home Security (***********************************************). I cancelled with them years ago via phone repeatedly and in writing twice. I have receipt from USPS of registered letter delivery success. Yet I continue to receive invoices and am now receiving calls from them attempting to collect.
  
  I am hoping for some assistance in getting the harassing billing to stop. I have not been a customer nor have they provided any service since 2021.
  
  Details:
  * I was a customer in 2018-2020. Two year contract term.
  * In 2021 they modified their system which made my service in***rable. It was then that I called and cancelled my service. In that call I was told that my two-year contract term had expired and I was on a month-to-month agreement. I asked to cancel and was told that I was cancelled.
  * in December 2021 I noticed regular automatic payments were still being withdrawn from my bank account to them. So I called them to have that stopped. They said it would stop. It did not. So I had my bank cancel the auto-pay.
  * I then started getting physical mail invoices in early 2022. It was then that I wrote a cancellation letter. The invoices did not stop.
  * I wrote a second time. Invoices kept coming.
  * On March 21st, 2023 I wrote again to cancel, registered mail, which was delivered. Invoices keep coming. (copy attached)
  * now I am getting phone calls at the rate of two per week.
  
  I am not asking for reimbursement of the automatic withdrawals after my cancelation. Only that the company accept my cancelation and stop requesting payment from a non customer and for no services provided.

  Business Response

  Date: 11/25/2024

  Safe Home Security acknowledges receipt of the client’s request to cancel their service with us, as outlined in BBB Complaint ID ********. The client claims to have submitted written and verbal requests to terminate the relationship.
  
  
  Upon a thorough review of the account, the following timeline has been established:
  
  
  1.In November 2021, the client contacted us regarding their alarm system, which required a 3G-to-4G network conversion to maintain full functionality. During this call, the client initially requested to cancel service but negotiated with the representative for a free upgrade and three months of free monitoring. The client agreed to receive a contract reflecting this arrangement.
  
  
  2.Following this agreement, there was no communication from the client for six months.
  
  
  3.In April 2022, the client contacted us again to request cancellation and was provided with instructions for how to proceed. However, no further correspondence was received via telephone or mail since that time.
  
  
  As of now, the client has an outstanding balance of $1,171.74, which must be resolved prior to cancellation. To assist in resolving this matter, I am assigning the client’s case to Senior Account Executive Djenny P***. She will explore potential solutions with the client, including offering a break on the back balance and the possibility of a complimentary upgrade to their alarm service.
  
  
  We are committed to working with the client to find an amicable resolution. Should any further information be required, please do not hesitate to reach out.
  
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 12/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of the statement that I have to pay an outstanding balance to close the account and that I failed to follow cancellation instructions in the past. I look forward to resolving this issue together.

  Thanks for providing the timeline. I am curious that you do not show receipt of my cancelation letter. It was dated March, 21st, 2023 and sent to 1125 Middle Street Middletown, CT  06457 via registered mail.

  I'm also curious how I received no contact from Safe Home Security when my hardware become obsolete yet my billing continued. I was only after I performed a test of the system which failed to alert Safe Home that I noticed a problem and that my service had stopped yet my billing continued.  And that my billing further continued after I was made aware that the hardware no longer functioned due to the 3G to 4G switch and asked to cancel. Yet at no time did Safe Home Security offer a refund of those overcharges while my service was non-functional for many months.  

  I do look forward to finding a mutually agreeable solution.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/16/2024

  Please refer to our previous response, please contact Djenny P*** with any questions regarding this matter. 

• Initial Complaint

  Date:08/26/2024

  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 have been a loyal customer of Safe Home Security for the past 15 years, but I have encountered significant unresolved issues recently. Safe Home Security informed me that my alarm system required an upgrade from 3G to 4G due to a government mandate. However, despite their claims of attempting to contact me since 2023, I never received clear communication about this upgrade until it was too late. As a result, I was charged for non-operational services over an extended period.
  
  The company has consistently failed to communicate clearly. Voicemails left by Safe Home Security were unintelligible, and the emails I received were automated, lacking substance and failing to address my specific concerns. Most recently, I received multiple duplicate help desk emails that cluttered my inbox without providing any new or relevant information.
  
  Despite the alarm system being non-functional due to outdated 3G technology, Safe Home Security continued to debit my account for the service. These continued billings are unauthorized and deceptive. I am requesting a full refund of all charges debited from my account after the alarm system became non-operational due to the 3G to 4G upgrade issue, totaling $719.82. This includes the quarterly amount of $119.97 charged continuously from 04/25/23 to 07/23/24.
  
  Even after requesting to cancel my service, I have not received clear confirmation that my contract has been terminated. The company's failure to acknowledge or address my cancellation request in writing raises concerns about their business practices and the potential for continued billing.
  
  I have made multiple attempts to resolve these issues directly with Safe Home Security:
  
  I sent detailed communications via email, requesting a written response to my concerns.
  I specifically asked for a response from a supervisor, not an automated system, and for confirmation that my contract had been canceled.

  Business Response

  Date: 09/06/2024

  Subject: Response to BBB Complaint ID ******** – ******* *********
  Dear BBB Team,
  We appreciate the opportunity to address the complaint submitted by ******* *********. After a thorough review of the account and associated concerns, we would like to provide the following information:
  Our records indicate that Safe Home Security made several attempts to contact Ms. ********* regarding the necessary communication upgrade. Unfortunately, despite leaving multiple voicemails, we did not receive a response. As outlined in the terms of the service agreement signed by the client, it is the client's responsibility to regularly test their system and ensure its proper functionality. We did not receive any system test calls from Ms. *********.
  At this time, we will proceed with the cancellation of the account as requested. However, based on our review, no refund is due.
  Thank you for your attention to this matter. Please feel free to contact us if any additional information is required.

  Customer Answer

  Date: 09/09/2024

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

  Dear BBB Representative,
  I am writing to formally respond to the rebuttal provided by Safe Home Security regarding my complaint. I seek further clarification and resolution due to several discrepancies and inadequacies in their response.
  1.- Failure to Provide Adequate Communication: Safe Home Security asserts that they made multiple attempts to contact me via voicemail concerning a necessary communication upgrade. However, I did not receive any such voicemails or notifications. This lack of effective communication constitutes a significant failure in their duty to inform and service the client. I request detailed documentation of these communication attempts and any records supporting their claims.
  2.- Client Responsibility and System Testing: The company claims that it was my responsibility to regularly test the security system and ensure its functionality. However, no prior notice or reminders were provided by Safe Home Security regarding this obligation. This oversight reflects a breach of their duty to proactively manage and maintain the system on behalf of the client. I seek clarification on why such critical information was not communicated to me and what procedures are in place to ensure clients are adequately informed.
  3.- Refund and Service Lapses: While Safe Home Security has agreed to cancel my account, their refusal to provide a refund is unjustified. The service lapses and failure to communicate essential information constitute a breach of the service agreement. I request a detailed explanation of their decision to deny a refund, considering the service deficiencies and lack of proper communication.
  4.- Clarification of Falsely Presented Information: The response from Safe Home Security contains misleading and potentially false statements regarding my actions and responsibilities. Specifically, their claim that I failed to perform system tests is unfounded and not supported by any verifiable evidence. I request a formal clarification of these inaccuracies and an acknowledgment of the misleading nature of their statements.
  I respectfully request that the BBB facilitate a thorough review of these issues and assist in achieving a fair resolution. Specifically, I seek:
  Detailed evidence and documentation of the alleged communication attempts made by Safe Home Security.
  Clarification on the company's procedures for notifying clients of their responsibilities and necessary system maintenance.
  Reconsideration of the refund decision in light of the service failures and communication issues.
  An explanation and correction of the false statements made in their rebuttal.
  Thank you for your attention to this matter. I look forward to your assistance in resolving these issues.
  Sincerely,
  ******* *********
  
  
  
   

  Business Response

  Date: 09/11/2024

  Please refer to our previous response, we've nothing further to add. The account has been cancelled as requested. 

  Customer Answer

  Date: 09/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Subject: Response to Safe Home Security's Rebuttal
  Dear BBB Representative,
  I am writing to formally express my dissatisfaction with Safe Home Security's recent response to my complaint. Despite their communication, I believe the response provided does not fully address the issues I raised.
  Key Concerns:
  Lack of Clarity on Communication Attempts: Safe Home Security stated that they made several attempts to contact me regarding a necessary communication upgrade. However, I have not received any clear evidence or detailed records of these attempts. I request specific details and timestamps of these communications to understand the basis of their claim.
  Denial of Refund: The business has denied my request for a refund without providing a satisfactory explanation. I seek a detailed justification for this decision, including how it aligns with their service agreement terms and why the refund was deemed unnecessary given the circumstances of my complaint.
  Given these concerns, I do not accept the resolution provided by Safe Home Security. I kindly request that the BBB facilitate further investigation into this matter and help ensure that my concerns are adequately addressed.
  Thank you for your assistance.
  Sincerely,
  ******* *********
  

  Business Response

  Date: 09/24/2024

  Please refer to our previous response, we've nothing further to add. The account has been cancelled as requested. 

• Initial Complaint

  Date:07/16/2024

  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 husband set up the original contract in 2014 with this company. He passed away in January 2015. I continued to pay the monthly bill. In Nov 2021 the contract was completed. I was contacted to renew my contract several times. On 11/03/2021 I spoke to John. I explained to him that I was reluctant to renew my policy because I was going to retire in the near future and wasn't sure I could afford it. He told me the contract had to be renewed as a 60 month contract, but, since I was a long time customer, the minimal amount of months to pay for was 20 months if something was to change. If I had a change before the 20 months, I still would have to pay up to the 20 months. In retired in November of 2023. Started calling them in Dec 2023 to let them know I was no longer able to afford their services. That was 25 months after I signed the contract. I have called numerous
  times and spoken to Brian, Kaitlyn, Josh, Olivia, Daniel... Each one has told me I was still liable to continue the contract and switched me to various Supervisors( Kevin, Princess) I never heard from them. I feel all I'm getting is a run around!!! I feel the original service Representative John was deceptive and lied to me to get me to sign the new contract. Please advise me where to go from here. Thank you for your time. Denise G.

  Business Response

  Date: 07/22/2024

  In response to BBB complaint
  ********, Safe Home Security acknowledges the client's request to cancel. The
  complaint outlines potential deceptiveness by one of our representatives as a
  reason for cancellation, as well as concerns about the affordability of the
  monitoring charges.
  
  Upon reviewing the account, it is
  clear that the client signed for a mandatory cellular service upgrade (3G to 4G
  conversion). The client was not provided with incorrect information. In the
  event that the client sells the home or passes away during the newly signed 60 month
  agreement, she would only be responsible for 20 months of that obligation.
  Since neither of these instances has occurred, the client is responsible for
  payments on the service until 90% of the obligation is met.
  
  Mrs. ********* current agreement
  does not expire until October 21, 2026. As of now, Mrs. ******* has an
  outstanding balance of $418.88. Safe Home Security Retention Specialist Teri
  N**** will be assigned to this matter to aid in resolving the balance with the
  client.
  
  Thank you for your attention to
  this matter.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************

• Initial Complaint

  Date:07/10/2024

  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 have been with **** ***** ** ********* for my home alarm.
  
  In November 2019 **** ***** ** ********* transferred my account to Safe Home Security in ***********.
  
  I cancelled my account with Safe Home Security in writing August 2022 as my agreement was ending November 1, 2022. In my cancellation I met my requirements within the 60 day cancellation time frame. I requested to no longer continue services with Safe home Security and I let them know that the equipment was no longer at the location (my home).
  
  My credit card was lost recently, and the number was canceled. A number of businesses contacted me for my new credit card number. I received a message from Safe Home Security Alarm. I called them thinking that I was contacting a billing organization for **** ***** ** ********* because long ago I had terminated my relationship with Safe Home Security. They asked if I wanted to sign up for an additional three years of a contract? I told him that before I did anything I needed to contact Scott Z****** in ********* at **** ***** ** *********.
  
  When I reached Scott, I began to understand that I was being billed for a company that I no longer had a relationship with. Scott recommended that I contact my credit card company which I did and they canceled the payment. I have since been contacted by phone by safe home security but I don’t have a relationship with them. I contacted my credit card company and learned that Safe Home Security on May 30, 2024 noted that their test signals were not received, obviously because I haven’t had any of their equipment in my house since November 1, 2022.
  
  I did send a similar message to the **** ******* ** ***
  
  I would like for Safe Home Security to leave me alone, stop billing me for something that I haven't received and leave my credit alone.

  Business Response

  Date: 07/15/2024

  In response to BBB complaint ********, Safe Home Security acknowledges receipt of Mr. *********’s request to cancel his service. Mr. ********* signed an agreement with ******** ******** on November 4th 2019 for a 36-month term. ******** is a sales dealer for Safe Home Security, so the contract signed by client is with us. Throughout the term of the agreement, there has been little communications between Mr. ********* and Safe Home other than the client indicating a desire to cancel his account and updating his credit card after it was stolen. Currently, Mr. ********* has an outstanding balance of $195.97 which needs to be settled before the closure of his account can take place. To assist Mr. ********* further, Senior Retention Manager Alexis B****** has been assigned to address his concerns.

  Princess B***

  Manager, Retention

  Safe Home Security

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

  Customer Answer

  Date: 08/12/2024

  ***** ***** *********
  ***** ******* ****** *** **** **** **
  *** *** 
  ******** ********* * ********
  
  
  **** ****
  
  
    I am writing to request that you re-open complaint # ********.
  
  
    The information that SHS provided in their response to my complaint with the BBB is false.  My relationship with SHS should have ended several years ago WHEN I CANCELLED MY SERVICES WITH THEM IN WRITING AT THE END OF MY ORIGINAL 36 MONTH CONTRACT.  
  
  I only agreed to an original 3 year contract with them, and during the initial 3 year period I had nothing but problems.  I made multiple attempts to get them to fix the problems but nothing was done.  At the end of the 36 month term, I cancelled my service with them IN WRITING within the 30 day window prior to initial contract ending.  I did what I was supposed to do to cancel my services at the end of the initial 3 year term.  
  
  I learned later from my bank that they continued to charge me anyway, and now they still are saying I owe them money.  
  
  I understand that this organization has been in trouble with the ***** ******** ******* over their business practices.  I am shocked they are allowed to continue operating this way. My next step now is to go to the ** ******** *******.  
  
  Safe Home Security has no right to charge me anything further, and technically they owe ME money for continuing to charge me after the ending of my contract that I canceled  in writing.  
  
  Please help if you can and make this company leave me alone.  
  
  Thank you,  
  
  ***** ********* 
  

  
  

  Business Response

  Date: 08/23/2024

  In response to BBB complaint ********, Upon further review, Safe Home Security is moving forward with the cancellation of Mr. *********'s account with no further financial obligation. 

  Customer Answer

  Date: 09/24/2024

    I have received yet another bill from Safe Home Security, now asking for a "monitoring fee" - they have no contract with me and I have none of their equipment in my house (removed by their contracted agent).  They are also charging for an "invoice processing fee" and a "late fee."

   

    I remind all that I do not have a contract with this organization.  They provide me no service.  

   

    I'd rather not go through the attorney general but perhaps it will be needed.

   

    Since this company has refused to leave me alone, I ask for three things.

   

  1.  Cancel this last bill as it represents a service that I did not receive during a time when I had no affiliation with this organization.

  2.  Pay me what I am owed by Safe Home Security.  I provided my calculation in an earlier mail.  This includes the months during which I was not under contract and Safe Home Security continued to bill me despite my written (and verbal) statements to them cancelling any affiliation with them, and despite the fact that their agent had already come into my home and removed their equipment.

  3. A statement from safe home security stating that they have not and will not report me to a credit agency (remember, they owe me money, I do not owe them any money.)  If they have reported me, they must document that they contacted the credit agency and reversed whatever damage they have caused me.

   

   

  Thank you,

   

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

  Business Response

  Date: 10/04/2024

  Please refer to our previous response. In response to BBB complaint ********, Upon further review, Safe Home Security is moving forward with the cancellation of Mr. **********s account with no further financial obligation. 

• Initial Complaint

  Date:06/21/2024

  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.

  Called to cancel account numerous times. Sent the attached letter to them to cancel as well. And they are giving excuses not to cancel.

  Business Response

  Date: 06/26/2024

  The account has been cancelled per the customers request, with no further financial obligation 

  Customer Answer

  Date: 06/26/2024

  
  
  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:06/17/2024

  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.

  Had Safehome Security for alarm company for many years. System no longer works since they transitioned to 5G. Been about a year of having them deduct the monthly fee for a service that doesn't work. This happened a few years back as well when they had an update to the system and I had to sign a contract appearantly. I don't recall signing anything but when this 5G thing took place I told them to just cancel my service seeing they wanted me to pay for another upgrade. After telling them this they said they can't cancel because I signed a contract. I recently opened a letter from them from February 2024 which was a check due to a class action lawsuit. I am past the 90 days so this check is not cashable. I would like my service ended and I would like any refund for services that were not possible without me paying for an upgrade., as well a new check for the class action. Very poor customer service.

  Business Response

  Date: 06/26/2024

  In response to BBB complaint ID ********, Safe Home Security has received the clients request to cancel, Senior Retention Representative, Rebecca P******, has been assigned to assist Mr. *** directly. Ms. P****** has attempted to contact Mr. *** to provide personalized support. As requested, we are moving forward with the cancellation of the account should Mr. *** have any further questions, we encourage that he contact Ms. P****** directly at ###-###-####. 

  Customer Answer

  Date: 06/26/2024

  
  
  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:03/25/2024

  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.

  This company refuses to cancel my contract. I spoke to a lady and she said send a letter and I could send it via email. You had to send to 60 days prior to the contract end date of 5/27. I sent an email on 3/13. I gave the reason. They kept replying back saying they want to talk to me to convince me to stay. I don’t want to stay. I want it cancelled. I’m elderly and this is ridiculous. The retention dept is ridiculous. Her name is Samantha Rivera. I want this cancelled. I’ve given 60 days notice and they will not confirm that it will be cancelled. I will never do business with them again based on this harassment

  Business Response

  Date: 04/08/2024

  We acknowledge receipt of your cancellation request in response to BBB Complaint ID ********. Upon review of your account, we confirm that your current contract is valid until May 28th, 2024. According to the terms outlined in the contract, a letter of cancellation is required at least 30 days prior to the contract's conclusion date. We appreciate your proactive approach in adhering to the cancellation procedure outlined in your contract. Rest assured, your request has been duly noted, and your service will be terminated at the conclusion of your contract on May 28th, 2024. Should you require any further assistance or have any additional inquiries, please feel free to contact us at ###-###-####. Thank you for your understanding and cooperation, Princess B***, Manager, Retention

• Initial Complaint

  Date:03/22/2024

  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 discovered that I have been billed from Safe Home for services we never contracted for. The contract they showed me during the dispute of the bill shows a digital signature of my husband dated 09/21/2021. My husband passed away on 09/07/2021. There is no way this was signed by my husband ******* ******** as he was deceased before the contract date on file.

  Business Response

  Date: 04/02/2024

  The account has been cancelled without further obligation.

• Initial Complaint

  Date:03/05/2024

  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 electronically signed a contract with Safe Home Security for a home alarm. My contract doesn't end until 7/10/24. In June 2022 I received a notice from SHS stating they were updating their system from 3g to 5g and that I was required to pay a $295.00 update fee or renew my contract for another 4 years. I
  contacted SHS by phone and requested my contract to be canceled. I explained to them how I felt SHS was in breech of contract since they would no longer be able to provide the service we agreed upon. I continued to pay because I still had service at the time. When service stop I made contact again to inform them and was told that I had
  to pay $295 in order for them to fix them problem. SHS is supposed to service my system which as of yet has not been done. On 1/18/23 I mailed a letter to SHS informing them I wished to cancel since my system was no longer effective. It is an obligation of mine to notify them at least 60 days before the end of contract. My payment was being
  
  made by bank draft so I stopped the draft. I continue to get monthly bills with late fees added which now total $1018.86. I have read reviews and have learned that I'm not experiencing this alone. I have been doing business with SHS for 6 years.Please help me. If I am wrong by taking the actions that I have please inform with instructions on what I need to do.

  Business Response

  Date: 03/11/2024

  Response to BBB ID ******** - Safe Home Security Account Resolution Dear BBB, I am Princess B***, the Retention Manager for Safe Home Security, and I am writing in response to BBB ID ******** regarding Mr. ******s account. I had an extensive conversation with Mr. ***** today to address his concerns. Mr. ***** submitted a cancellation letter dated June 13th, 2022, citing the proposed 3G to 4G communication upgrade, which would incur an additional $5.00 per month or a one-time fee of $250.00. It seems there was a misunderstanding, as Mr. ***** believed this upgrade was specific to Safe Home Security. However, it is a broader telecommunications upgrade affecting 75,000 of our customers and millions across the alarm industry. Mr. ***** is adamant about not being billed for the upgrade and requests a penalty-free cancellation. I explained to him that this is not feasible, outlining three potential options for resolution: 1.Clear the entire past due balance of $1018.00, pay the $99.00 for the alarm upgrade, and complete the remaining contract term. 2.Pay 50% of the balance, with Safe Home Security covering the remaining 50%, and renew the service for three years at $63.49 per month. 3.Settle the entire past due balance of $1018.00, receive the upgrade for free, and secure a new rate of $51.49 per month for a three-year period. Mr. ***** has expressed his reluctance to accept any of these offers until a representative from the Better Business Bureau provides guidance. We await further instructions from the BBB and look forward to Mr. ******s response. Thank you for your attention to this matter. Sincerely, Princess B*** Retention Manager Safe Home Security

  Customer Answer

  Date: 03/19/2024

  MoreDear BBB:
  
  
  Safe Home Security contacted me and offered,  a) pay everything for a system that doesn't work or b) pay 50% of what is past due plus $99 update plus sign another contract. My counter was to pay 50% of the past due and cancel my contract or their (b) offer without signing a contract. We did not agree to either. 
  
  
  I first spoke to Kevin, ###-###-####.  We talked for 15 minutes and 48 seconds. We ended our talk shortly after he insulted me by saying that I had shut my brain down.
  
  
  Then Princess B*** contacted me. She was much easier to speak with but neither of us could agree on how to resolve the issues. It seemed that her main objective was to get me to sign another contract.  I told her that I'd rather pay in full for a device that doesn't work than to sign a new contract. 
  
  
  Today, 3-19-24 I received the reply from BBB. Ms. B***'s options don't really offer me anything. Offer 1 has me paying the existing contract in full plus $99. Offer 2 saves me $500 but then I must pay $2285 over 36 months. Offer 3 has me paying $1853 over 36 months.
  
  
  At the close of our conversation I was told there was no way to get an upgrade unless I signed a new contract.  That's the way I understood it.  I'm trying to brake all ties with SHS not make new ones. I'd like one more option. This is to pay what is currently due and have my contract closed immediately. 
  
  Information...

  Customer Answer

  Date: 03/19/2024

  You only allowed me 7 days and the letter arrived on the 7th day.

  Customer Answer

  Date: 03/20/2024

  
  ********** ********
  
  * ** ********* **** ******** ********
  **** ***** ********* ******** **
  ******** ****
  
  
  Safe Home Security contacted me and offered,  a) pay everything for a system that doesn't work or b) pay 50% of what is past due plus $99 update plus sign another contract. My counter was to pay 50% of the past due and cancel my contract or their (b) offer without signing a contract. We did not agree to either. 
  
  
  I first spoke to Kevin, ###-###-####.  We talked for 15 minutes and 48 seconds. We ended our talk shortly after he insulted me by saying that I had shut my brain down.
  
  
  Then Princess B*** contacted me. She was much easier to speak with but neither of us could agree on how to resolve the issues. It seemed that her main objective was to get me to sign another contract.  I told her that I'd rather pay in full for a device that doesn't work than to sign a new contract. 
  
  
  Today, 3-19-24 I received the reply from BBB. Ms. B***'s options don't really offer me anything. Offer 1 has me paying the existing contract in full plus $99. Offer 2 saves me $500 but then I must pay $2285 over 36 months. Offer 3 has me paying $1853 over 36 months.
  
  
  At the close of our conversation I was told there was no way to get an upgrade unless I signed a new contract.  That's the way I understood it.  I'm trying to brake all ties with SHS not make new ones. I'd like one more option. This is to pay what is currently due and have my contract closed immediately. 
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 04/02/2024

  In response to BBB complaint ID ******** rejection, our position remains the same, 1.Clear ( by the client ) the entire past due balance of $1018.00, pay the $99.00 for the alarm upgrade, and complete the remaining contract term. 2.Pay 50% of the balance, with Safe Home Security covering the remaining 50%, and renew the service for three years at $63.49 per month. 3.Settle the entire past due balance of $1018.00, receive the upgrade for free, and secure a new rate of $51.49 per month for a three-year period. Once again, Thank you for your attention to this matter. Sincerely, Princess B*** Retention Manager Safe Home Security

• Initial Complaint

  Date:11/22/2023

  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.

  We started receiving bills with late fees for a home security system we never had requested or received. Feeling this was a fraud, we threw the hills in the trash. This went on for months to yrs now. We called Safe Home Security to report and resolve the issue. They would not answer nor return our calls. Finally we talked to a Matt. He states that we signed a contract with ****** ******* from ********** ********. A copy of the contract was requested. When doing so Matt requested personal information which was not provided. Matt also stated that we have used our system in an emergency. He was unable to state the type of emergency and what type of response was made to our home. The contract was received. It includes signatures that do not match and initials that do not match. Matt directed us to get a police report number and call him back. We did that with the ********** police department with officer Mike P********. We (us and officer P********) have left messages with Matt from Safe Home Security. Matt has not responded and we continue to receive bills. I called the monitoring company (***** ********)that supervises the said security system. They have no records of us in their system or them dispatching any services to our home.
  
  We want to stop receiving bills. We want a letter from Safe Home Security that advises we have never conducted any type of business together and there will be no bills in the future.

  Business Response

  Date: 11/22/2023

  The account has been cancelled, per the customers request, with no further financial obligation 

  Customer Answer

  Date: 11/22/2023

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

  I want a letter from Safe Home Security Inc showing we have a zero balance due.  I wish to add this letter to our growing paper trail should we receive any bills in the future. 

  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 11/28/2023

  This is your written response. The customers account has been cancelled with a zero balance 

  Customer Answer

  Date: 11/29/2023

  
  
  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,
  
  
  
  **** *********