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:02/17/2023

  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.

  Despite my canceling service they continue to bill me which has now hit the various credit agencies
  They had one of their employees FAUDULENTY sign my name to continue working with me. When they are looked at the so called signature they admitted that then tried to say it was computer generated. I need your help as no matter what. is provided they continue with this farce which affects my credit harms my score which makes me mad

  Business Response

  Date: 02/17/2023

  The electronic contract was agreed to and was sent from the same email address this complaint is lodged from.  In addition the IP address ************* from where the client signed is registered in ******* where the client lives.  The customer owes the term of this agreement.

• Initial Complaint

  Date:02/14/2023

  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 had this alarm for almost 6 years. It hasn’t worked in a year. My contract is over. And they constantly send me bills. I literally had to contact my bank, they verified through the company my contract was up. They constantly send me bills, I don’t want my credit ruined over this.

  Business Response

  Date: 02/20/2023

  ******** *** ****** ********
  
  **** ******* *****
  
  This letter is in response to complaint ID ********. Regarding
  the account for *** ******, we have reviewed the account and spoke with Ms. ******
  regarding service, that of which on multiple occasions, Ms. ****** has declined.
  Ms. ****** claims she sent multiple cancellation requests to our office via
  mail, however only one has been confirmed and received January 18, 2023. As our
  policy states: we require a 60 days’ notice of written cancellation and 90% of
  the remaining terms to be paid to the account upon early cancellation. As Ms.
  ****** has been informed, her contract has auto-renewed as of August 2022 to
  September 2023 due to no cancellation request being on file as well as a
  balance that remains unresolved. Though we received a letter from the Better
  Business Bureau on May 16, 2022, Ms. ******, since then, has agreed to continue
  service and renew her contract.
  
  On June 6, 2022, a customer service representative reached
  out to Ms. ****** and offered a reduced monthly rate and free service with a
  renewal. Ms. ****** agreed to these terms and in the process of sending the new
  agreement via DocuSign, Ms. ******’s phone battery died. She did warn the
  representative and asked that he give her a call back at the same number while
  she places her phone on a charger. The representative tried on multiple
  occasions to reach out to Ms. ****** with no response to his calls or voice
  messages. Ms. ****** did not contact our office again until November 2022
  stating she assumed her account had been closed. As Ms. ****** has declined our
  multiple attempts to render services, Safe Home Security is not in breach of
  contract and therefore cannot be held accountable for services declined. If Ms.
  ****** would like to set service, Safe Home Security would be more than happy
  to assist in doing so.
  
  If your client wishes to no longer continue monitoring
  services with Safe Home Security, we must honor the active agreement on file
  signed on September 28, 2016, a copy of which has been attached for your
  reference. This would require 90% of the remaining contract to be paid,
  including any outstanding balance currently owed to the account. We can have a
  representative send a copy of the buyout invoice for review and Ms. ****** can
  call in to proceed with payment or send in a check via the return envelope
  provided with the buyout invoice. If you have any questions or concerns, please
  do not hesitate to contact our office via the information provided below.
  
  
  Sincerely,
  Brianna
  M******
  Quality Assurance Representative
  Safe Home Security
  ************** **** ****
  ******************

  Customer Answer

  Date: 02/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  The statement they made was not true. I never agreed 

   to service with a cheaper rate. For six months they could not produce any one to fix my alarm. Why would I want to continue service with them. They are horrible business people i

  read all the complaints and everyone has all the same complaints. This company should b really looked into they really take advantage of people. They have no repair men but want to keep billing people *** ******

  Business Response

  Date: 02/22/2023

  As stated in our previous response the offer was declined by the client. Our position remains the same. If the customer is declining service, she is held responsible for the remainder of the contract.

• Initial Complaint

  Date:02/09/2023

  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.

  After months of trying I finally got my contract cancelled after one of the biggest mistakes I have ever made by signing a contract with the worst security service ever. The only thing till that is secured. Is the way they get their money for services they don’t provide. I have had issues over the past yr from no service to almost catching my home on fire from faulty.installation. My service De as finally seen canceled with no more fees with the help of *** * legally should have at least been refunded 5 to6 months serv ice fee since I had not any continuous service for the entire time I have had the service could not be trusted to get medical service if needed in a emergency. I had tried to explain to them ever since the first issue a couple months into contract that my cell service was going to be a issue since it uses cell connection to contact emergency services. Still don't avail to get service canceled. Talk to 6 to 8 different people got same answer too bad you are stuck with no service not our problem. Had extended warranty called twice to use it was told hi didn't have it. Then to my amazement when I finally less getting traction on my canceling my contract they decided I had coverage I then agreed for them to come fix it only to find out it was going to be a while before they could get toot because they had to hire someone to come fix it. Finally contacted consumer protection bureau they got my contract canceled. I am entitled to a refund of service fees since I had no service from January 2022 til Dec 2022 I'm only asking for 6 months I'm trying to be reasonable The control panel also shorted out causing fire risk. Please help. Ty ******* ****

  Business Response

  Date: 02/10/2023

  The account has been cancelled, with no further financial obligation to SafeHome Security. However, a refund is not due, therefore will not be issued. 

  Customer Answer

  Date: 02/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response I don't care if u contact them again just let stay open. Until I talk to *** ***** ** 
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/14/2023

  Our response will be the same to that consumer agency, as this one 

• Initial Complaint

  Date:02/08/2023

  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.

  Attempted to cancel service on several occasions and each time I was told different things by different reps.
  
  The last call I made, I was told to send an email in order to process the cancelation, which was sent while I was still on the phone.
  
  8 days later, and zero response. No acknowledgment, nothing.
  
  It seems to me, this company makes it a point to drag their feet in an effort to get by another billing period without canceling the service.
  
  This is completely unacceptable.

  Business Response

  Date: 02/10/2023

  ** ******** ** *** ** *** ******** ********
  ** ***** ******
  ********* ** *****
  
  Upon review of the account for ******** ******** located at
  ** ***** ****** in ********* **, we at Safe Home Security did receive a
  cancellation request for the client and it has been uploaded to the account. Upon
  sending the email, the client should have received a reply via email confirming
  receipt of his request. 
  Please note the cancellation request can take up to 30 business days to
  finalize.

  Customer Answer

  Date: 02/10/2023

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

• Initial Complaint

  Date:01/30/2023

  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 had used SHS, Inc. for a number of years until 2022, when my wife and I got tired of the outdated equipment and the poor customer service we had personally experienced. We decided to go with another security company. On or around August 16, 2022, I called customer service and spoke to rep. who identified himself as Stewart (or Stuart, Steward...). I told Stewart I was calling to close my account. He explained that the proper procedure would be to send a letter, which included information, such as my name, address, phone number and account number, to **********************.
  
  On August 20, 2022, I emailed the request letter to the email address above. Not long after, I received a letter in the mail, from SHS, Inc., dated August 26, 2022, stating, "This letter is to inform you that we have received your correspondence regarding the cancellation of your account".
  
  We were on autopay. So, our August bill was handled through autopay. I thought we were done, until my wife notified me that the company was still charging our account.
  
  I called customer service and after being given the run around, I was told my contract was automatically renewed in October, 2022. I requested to talk to a manager, and was told one will call me. it never happened. I requested to see a copy of my contract. They said it will be sent to me. It never happened.
  
  I contacted my bank to prevent future drafts while we resolve the issue. The bank advised I did nothing temporarily while they looked into the issue. On January 02,2023, I received a letter from SHS, Inc. stating, because they were not able to draft my account, i will be automatically billed on a quarterly basis. The first bill will include the payment missed, a $20 return processing fee, the next three months, plus a $3.00 processing fee.
  
  I called SHS, Inc. the next day to seek explanations and spoke to a customer rep.. She could not give me a straight answer. I asked to speak to a manager. It never happened.

  Business Response

  Date: 01/31/2023

  The account had been cancelled, per the customer's request, on January 3, 2023, prior to the receipt of the Better Business Bureau complaint. No further obligation is required by either party 

  Business Response

  Date: 01/31/2023

  The account had been cancelled, per the customer's request, on January 3, 2023, prior to the receipt of the Better Business Bureau complaint. No further obligation is required by either party 

  Customer Answer

  Date: 01/31/2023

  
  
  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,
  
  
  
  ***** ****

  Customer Answer

  Date: 01/31/2023

  
  
  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,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/20/2023

  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.

  SHS provides security service to your home or business. They are basically an alarm company. They provided service to my home that I had been living in for several years. In September 2021, we sold our home and left the security keypad and other door devices at the home for the new buyer. SHS continued to auto payment from my bank every month. I called SHS to let them know I had moved and cannot continue service in my new apartment. It wasn't necessary since it is an apartment building with security. The customer service reps read from a pre written spiel that I had to pay for the remainder of the contract because that is what i had signed.... No provision if you move... I eventually went to my bank and had stop payments made. SHS continues to send me bills although, I have called several times. They continue to bill and mentioned that they will autorenew for another five years if I don't show them proof. So, I emailed at least three times, and even sent a hand written letter to corporate along with the proof of the sale of the home. Yesterday, another bill. They are hurting my credit and customer service only repeats the same spiel. How is possible that they can do this. IS this legal? Please help making others aware of their unscrupulous policies!

  Business Response

  Date: 01/24/2023

  The account has been cancelled without further obligation.

  Customer Answer

  Date: 01/24/2023

  
  
  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,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/03/2023

  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 called the company in August to determine how to cancel my account. I had already fulfilled my contract and had not renewed it. I was paying month to month. Customer service confirmed this on the phone. I was told to submit an email with the cancelation information. I did that on Sept. 6, 2022.
  Date: Tue, Sep 6, 2022 at 11:56 AM
  Subject: Cancelation Letter
  To:
  
  I received a return email on Sept 21, 2022. It was from Jaime P****.
  from: SHS Customer Complaints <****************************>
  reply-to: ****************************
  to: *****************
  date: Sep 21, 2022, 1:38 PM
  subject: RE: [EXTERNAL]Fwd: Cancelation Letter {*****}
  
  I responded no need to talk on the phone, just cancel my account.
  
  On Sept 23, Mark F*** was assigned my case.
  I responded again to just cancel my account.
  
  I have left phone messages for both Jamie and Mark to cancel my account.
  
  I received an email on Oct 14, 2022 that this ticket has been closed.
  
  I had money taken from my bank account on Sept 28, Oct 28, Nov 28, and Dec 28. I want this account closed, and I want my money refunded.
  
  Acct# ******
  

  Business Response

  Date: 01/03/2023

  THE ACCOUNT HAS BEEN CANCELLED, WITH NO FURTHER FINANCIAL OBLIGATION.  A REFUND FOR $59.97 (19.99 X 3 )HAS BEEN REQUESTED. PLEASE ALLOW 7-10 FOR RECEIPT. 

  Customer Answer

  Date: 01/04/2023

  
  
  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. I was with Safe Homes for 10+ years. I found the business to be helpful when needed. This was my only complaint. My only question is - the email cut off the 7-10 ??? days or weeks??? I assume days and it will be sent where? 

  
  
  
  
  Sincerely,
  
  
  
  *** ******

• Initial Complaint

  Date:12/23/2022

  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.

  SAFEGUARD AMERICA HAS CONSTANTLY TOLD ME I SIGNED A 60 MONTH AGREEMENT WITH THEM FOR SERVICES AT AN ADDRESS I MOVED FROM SEVERAL YEARS AGO. I TOLD THEM THAT AND THEY INSIST EVEN AFTER WRITING THEM AND TELLING THEM TO RELEASE ME FROM THE AGREEMENT BECAUSE IT WAS AN AUTOMATIC RENEWAL THAT WAS EXPLAINED TO ME TO MY SATISFACTION (PROBABLY SMALL PRINT). THEY HAVE ME SIGNED UP FOR THE YEAR MAY 2026 AND I ASKED TO MAKE A SETTLEMENT FOR THIS ACCOUNT AND THEY HAVE REFUSED TO DO ANYTHING TO EXCEPT COMPUTE THE TOTAL AND ASK ME TO PAY THAT IN FULL. I DON'T LIKE AUTOMATIC RENEWALS DUE TO THE SMALL PRINT AND I FEEL THIS WAS NOT WHAT I SIGNED UP FOR. I'M FILING THIS COMPLAINT BECAUSE I DON'T MIND HAVING BAD CREDIT BUT I LIKE TO PAY MY BILLS. I DON'T FEEL LIKE THIS IS IN GOOD FAITH AND WOULD LIKE TO END THIS BECAUSE THIS IS UNNECESSARY DUE TO LACK OF UNDERSTANDING ABOUT THE COMMITTMENT.

  Business Response

  Date: 01/03/2023

  Client will have to pay to date of sale.  Once the home sells which Zillow says it has not then you can send a copy of the settlement statement and final payment.  If you do not wish to wait until such time then 90% of the term would be due which will be significantly more.

  Customer Answer

  Date: 01/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Attached is proof the house was sold in 2021.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/06/2023

  The account has been cancelled without further obligation.

  Customer Answer

  Date: 01/06/2023

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

• Initial Complaint

  Date:12/12/2022

  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.

  Safe Home Security (SFS) has contacted me about an "oustanding" balance from a home I no longer live in. I sold my home on April 26, 2019. I customer support to cancel service. I was told to send the closing statement as proof of
  sale. Email was sent. Fast forward a few years and I am receiving calls from SFS saying that I owe in excess of $300. I gave them proof of my cancellation email accompanied by screen shot of Closing Statement.
  
  I need SFS to settle the account as agreed which is to cancel contract and stop calling

  Business Response

  Date: 12/21/2022

  In response to BBB ID # ******** for ****** ******* .  Upon reviewing the account for Mr. ******* there was a five (5) year agreement signed by the client on July 30, 2015, putting the accounts end date at July 30, 2020 . As the client was seeking to terminate the agreement prior to July 30, 2020, per the terms of the agreement, there was an early termination fee to close the account. The balance that the client is being billed is for the early termination fee that Mr. ******* refused to pay back in 2019. Safe Home Security will settle the account in the amount of $300.00.
  
  Thank you,
  
  
  Deanna H********
  Manager, Collections & Dispute Resolutions
  Safe Home Security
  **** ****** ******
  *********** ** *****
  ****** *************  *****

• Initial Complaint

  Date:12/12/2022

  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.

  I had this security system for 12 years. I wanted to cancel with them due to selling my home. They would not let me out of contract. I tried MULTIPLE times to discuss with them with the new homeowner letting them take over payments as they agreed to do without hesitation. Since then, the company tried to say the new homeowner had a new contract, to which he never signed and tried to charge me $1800 to get out of contract. You are supposed to pay 90% of remaining balance and my remaining balance was not near that much. Every single time I called, the total would change, within the same week! No one is willing to help. They always push you off to the next "department". When you try to call the same person, they don't respond. I even had 2 managers hang up on me mid sentence when I tried to explain to them that what they were doing was wrong and their math made no sense. I was such good customer and never missed a bill. They have made threats to me to harm my credit, etc. When I have sent them a letter in writing to cancel, as the contract states, they do nothing to help me. These people are criminals and I will never use them nor recommend them again. I have talked to numerous people and no one will get this resolved. At this point, I don't feel this should continue and the new homeowner are 100% dissatisfied with service. This has been the biggest disservice to me and my family. Very unprofessional. I have tried to cancel this service for over 1 year. I asked for a final bill back in October of 2022 and just received yet another quarterly bill. I have placed another call and still awaiting response. I have called 3 times today with no help. This company must be addressed for this ridiculous behavior.

  Business Response

  Date: 12/13/2022

  The account could not be cancelled until the payment cleared and was posted to the account, which was done December 12, 2022, the same date this complaint was filed, which was unfounded