Business Profile

Security System Monitors

Safeguard America

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Safeguard America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

473 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/26/2023
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.
In 2015 I signed up with safe home security it worked for about 2 years then it stopped. I tryed for several months with no luck to have someone come fix it. when they finally did they said the camras were not theres, and left.they kept charging me even though they new it wasent working.then when i didnt pay the put me in collections. So i talked to them, and was told if i payed the this amount of money 500 they would take it out of collections and come fix the issues.
But the never did just kept charging me. So i quit paying them called them asked them to cancel but they wouldent.the said the reason it wouldnt work because it needed upgrade.I have paid 3 times to get it out of collections. in 2021 I paid them 378 to come update they sent the screen and said they would be out to set it up. Imissed work multable times waiting for them to show never did my husband and my mom missed work waiting for them to show up they never called . so called them and told them to cancel they wouldnt do it.so i didnt pay themthey showed up at my home when i wasent there and said it was my fault. it is now 2023 and they are still chargeing me and threating to put me into collections again.
Business Response
Date: 05/30/2023
*** *** ****

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

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

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

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

I am in review of
the BBB complaint #******** concerning the account of ******* ****.

In review of the
account, ******* **** called in to cancel her account in September 2019 due to
loss of job and low income.

With in the call,
******* was offered a buyout settlement to cancel the contract along with a
cancel letter or to have her rate lowered. The call also explains an updated
agreement would be sent via email due to a decrease in the rate.

******* agreed to
move forward and sign an updated agreement with the decrease in rate.

******* signed an
agreement for 60 months effective 9/25/2019.

Safe Home Security
has not received any prior or up to date cancel letter or payment since then.

Please refer to
paragraph #3. Monitoring and Early Cancellation terms.

In order to efficiently
close the account, ******* **** will be offered to close her account with 75%
obligation to buyout the contract in the amount of $1,652.73 along with a written cancel letter.

Thank you,
AnnMarie M****
Collections Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ******** *****
Initial Complaint
Date:05/25/2023
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.
I had a contract with this company for my home I moved paid the fees for the move they made a NEW CONTRACT and said the old one was no longer valid. They never came to install me the alarm system and they have been charging me with out me even having the service. Now they tell me that the old contract is valid it does not make any sense.
Business Response
Date: 05/31/2023
** **** **** *** *******
This customer originally signed an 4/22/2022 for 60 months. This means that the agreement that was signed for 60 months would need to be fulfilled. Looks like this customer agreed to resign for our company to move this system. Doing so will avoid the customer in having to buy out of their contract and continue the remainder for the agreement in their new home. After further review our company will complete this system move to be compliant to the needs of our customer.
Thank you for your assistance

Customer Answer
Date: 06/01/2023
*
********** ********

I am rejecting this response because:
You are correct I had initially signed on 04/2022. When I completed the move service I paid moving/installation fees for the system to be installed in my new home. I have been getting charged for the last 2 months or so for a service that I have not received at my new home. It is ridiculous that I am paying for a service that I am not receiving. Secondly I SIGNED a new contract with NEW start and end date. I was told I can cancel if I didn’t get the services installed on time. I was also informed by YOUR EMPLOYEE that the old contract was voided because the new one was becoming in effect. The new contract was signed this year 2023. It does not make any sense you want me to “ buy out a contract”that was replaced with another one. This is fraud, if you have your representatives giving false information to the customers that is fraud and lying. All I am asking is to cancel everything I am no longer interested in the services. I cannot afford to buy out your contract a contract that I was told that would be voided to start the new one it does not make any sense at all. You are reactivating a contract that was no longer valid. If the equipment needs to be send I can gladly send it over but please cancel this entire mess. Thank you.

Sincerely,

****** *********
Business Response
Date: 06/06/2023
The old contract is still active if the system move did not go. You are responsible for 90% of the old contract. You are correct the new one is null if it was never installed. We are not releasing the prior obligation as system moves are not guaranteed. Your original obligation would stand and you would be responsible for 90% of stated terms as described in section 4 of the agreement.
Customer Answer
Date: 06/06/2023

Complaint: 20101595

I am rejecting this response because:

It is not what I was educated on the phone call with your representative. Any how, what can we negotiate or settle an agreement to? I have paid your service that I have NOT received for the last 2 months. The technician was sent far out meaning another month will go by that I have to pay for a service I am not receiving. Is there any way we can negotiate to the contract buy out? Or if I decide to stay who will recover those months that I didn’t get service for? What are your options for me to stay with your company? And when is the SOONEST I can get my items installed?

Sincerely,

****** *********
Business Response
Date: 06/09/2023
It appears you are already working with one of our staff. She can assist you with a service date if you would like to complete the system move.
Initial Complaint
Date:05/24/2023
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 called and sent Safeguard messages requesting to cancel the automatic deduction and contract, due to the fact I sold this property July 2022. They took forever to respond and asked for document showing this property is no longer mine. I sent them a letter requesting cancellation and the Bill of Sale of said property. They have continued to deduct the monthly amount from my account, regardless of phone calls or emails. Every month they deduct money and I don't own the property and want to cancel this contract.
Business Response
Date: 05/26/2023
*** *** ****

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

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

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

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

I am in review of
the BBB complaint #20098648 concerning the account of ******** ********.

In review of the
account, ******** ******** signed an agreement for 60 months effective 07/16/2019.

We received a cancel
letter dated 07/15/2022, in which per the contract this cancel letter is not
with in rights to cancel at that time with out a 90% stated terms buyout.

Please refer to
paragraph #3. Monitoring and Early Cancellation terms.

******** ********
may cancel her agreement with 90% obligation to buyout in the amount of
$795.60.

Thank you,
AnnMarie M****
Collections Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ******** *****
Initial Complaint
Date:05/24/2023
Type:Product 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 purchased a **** camera system through them. The customer service representative stated I could return this product within 45 days. I am trying to return this, the customer service representative is avoiding the return by telling me I have to wait to receive a call back from Hope, which I haven’t received a call in the past two to three weeks regarding this. I believe that this issue is not being resolved intentionally and I am not being talked to.
Business Response
Date: 05/24/2023
A **** RETURN LABEL TRACKING (#**********************) HAS BEEN ISSUED FOR THE CUSTOMER TO RETURN THE CAMERA

Customer Answer
Date: 05/24/2023

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:05/24/2023
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 business is continuing to charge us monthly for a service that does not work and that we cancelled back in February. They charge us 45.99 a month. Their alarm service is not working, has not been working since about 4th quarter 2022. We have written them letters, fedx'd letters, called them, had many conversations with them. They said that the system that we have is now old (due to 4G new technology) and it needs to be updated. We told them to update it, they said we need to pay to have it done. it is their system, not ours, it is their device, not ours. After trying very hard to work with them we had no choice but to cancel. We cancelled our service back in February (not that we actually had an actual service happening, and we cancelled in writing and on phone) We have been going back and forth with them for about 4 months, without service and they keep sending us letters telling us to pay them and that they are charging us late fees. how can a company charge you without providing the service.?? I noticed just now on **** that out of 398 people, they have 1 star. horrible, fraudulant, immoral company .
Business Response
Date: 06/05/2023
In Response to BBB ID ********. We have been in review of the account for Mr. ****** ******. Upon review of the account, we found that Mr. ******s alarm system is in need of a communication upgrade. This upgrade is not something that is coming from us at Safe Home Security, it is due to the roll out of the 5G cellular network nationwide. The client initially agreed to the upgrade and then retracted the agreement for the upgrade as they wanted to cancel. We at Safe Home Security received a letter requesting the cancellation of their account. However, as there is an agreement on file that goes through November 4, 2026, the client would be responsible for the early cancellation clause. A copy of the agreement has been attached for reference.

We at Safe Home Security are not adverse to servicing the clients alarm system. We are offering to install the radio at no additional charge to the client for the remainder of their current term.

Should the client wish to schedule service, they can call ###-###-####. If they wish to move forward with the cancellation of the account, they would be responsible for the early cancellation clause.
Customer Answer
Date: 06/05/2023

Complaint: ********

I am rejecting this response because:

We never agreed to upgrade their system

Sincerely,

***** ******
Business Response
Date: 06/08/2023
Please refer to our initial response, our stance has not changed.
Initial Complaint
Date:05/22/2023
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 was approached by a young man ringing my doorbell selling security services. I was misinformed about what I was signing up for. Once I realized that the sales agent falsely sold me his service I called Safe Home Security and told them I no longer wanted their services and that the guy gave me the wrong information. I’m still trying to get out of the contract but they want me to pay $200. I’ve asked since the first week of service and even months after repeatedly to cancel service but they won’t let me out my contract with out paying a $200 fee I was never told about.
Business Response
Date: 05/31/2023
********** ************ ******** ******
**** ****** ******* ********
**** *** *****
My name is Brandon, and I am the Customer Expectation Manager for Safe Home Security. On behalf of Safe
Home, I would like to thank you for allowing our office to review and respond to this complaint. I will provide you
with our company’s position in the ensuing paragraphs of this response.
We wanted to advise your office that we have analyzed the complainant’s account history with our office. When the
complainant entered into their agreement with our office, the complainant participated in what we refer to as our
“Pre- all” survey. This is a telephonic recorded survey during which customers are asked a series of questions
designed to ensure that they understand their rights and obligations under their agreements. All of our customers
must participate in and pass this survey before the physical installation of their systems takes place. It should be
noted that these surveys are performed by a representative from our call center and not by the sales representative
present for the transaction. Requiring the calls to take place with a representative from our call center is intentional
so that a person other than the sales representative may interact with the customer and may present the customer
with an opportunity to ask questions and/or express concerns to the representative from our call center. The
questions in our pre-call survey include but are not limited to the terms of their agreement, their financial obligations
under the agreement and if applicable the lack of any relationship between Safe Home Security and their previous
security provider etc.
While it is always distressing to discover that a customer is claiming a disparate interpretation of the nature of their
transaction with our company, we do our best to take the requisite proactive measures to handle such a situation
when we encounter it. Our primary strategy for ensuring our customers are equipped with the important information
about their agreement is to require that all customers of Safe Home Security participate in both the aforementioned
pre-installation survey and a post-installation survey, both of which are recorded. I have taken the opportunity to
review the content of the complainant’s Pre and Post-installation surveys to determine whether the matters in
dispute were handled with clarity during this survey. With respect to the complainant’s situation, an allegation has
been made by the complainant that there were misrepresentations made to her regarding her agreement. As such,
I have excerpted certain questions and responses from the survey that the complainant participated in that are
pertinent to this matter as follows:
Question - “Do you understand that the initial term of the agreement is for 42 months?”
Answer – Complainant Responded “Yes”
Question - “Do you understand that your monthly rate during this initial term is $66.99, plus applicable
taxes, if any?”
Answer – Complainant Responded “Yes but they said it is a base rate because I live
in *****”
Agent on Phone: ”Yes that is just a base question just to make you aware, but I am
not seeing that you are going to have any taxes added”
Question – “Do you understand you have three days’ in which you may cancel your agreement for any
reason or no reason at all?”
Answer - Complainant Responded “Yes”
Question – “I see that you have authorized your monthly payment of $66.99 to be drafted from your Credit
Card on the 21st of each month. Is that correct?”
Answer - Complainant Responded “Yes”
Question – “I see that your representative has agreed to provide you with 6 deferred months of monitoring.
Do you understand that during this deferred period you will only pay the monthly monitoring rate of $4.99?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that your initial payment is due upon installation and after that first month’s
payment your deferred months will begin?”
Answer - Complainant Responded “Yes”
Question – “Has your representative made any promises that are not covered on your written agreement?”
Answer - Complainant Responded “No”
Question – “Do you currently have an alarm system installed in your home?”
Answer - Complainant Responded “No”
In addition, as mentioned above, we also conducted a post-installation survey and during this survey, it is confirmed
with the customer that they have signed all paperwork that was presented to them at the time of sale and the time
of installation.
Question – “Has the technician installed all of the equipment that was promised to you by your
representative?”
Answer - Complainant Responded “Yes all equipment was installed”
Question – “Can you confirm you have signed all paperwork that was presented at the time of sale and the
time of installation?”
Answer - Complainant Responded “Yes I have signed all the paperwork
Based upon the above-excerpted questions and responses for the complainant’s survey, we would contend that
the complainant was given a clear explanation of her agreement terms and that her responses indicate an
understanding of these terms and conditions.
It was important to us to provide a detailed explanation to your office regarding the comprehensive efforts
we make to ensure that our customers clearly understand various aspects of their agreements with our
company. The bolding of this text is exclusively for emphasis. We have genuinely made an effort to
communicate this information to our customers including but not limited to the complainant. We invest a
great deal of time and effort to create and implement these surveys with our customers. Our strong
contention is that we have not only made reasonable efforts but have also exceeded our responsibilities in
this area. It should be noted that customers are always free to ask our call center representative questions
during this survey.
The complainant has expressed her wish to cancel the agreement. The complainant further states that the
complainant had been informed that a $200 payment would be required in order to cancel the agreement with our
office. This situation raises several concerns as this is most definitely not consistent with our company procedures
for canceling agreements. Notwithstanding that, we reviewed our records and we are not able to locate any records
of any discussions where the complainant was informed that there would be a $200 fee for canceling the
complainant's agreement. It is important to clarify that the fee that the complainant is referencing represents the fee
that the complainant was advised would be needed to be paid regarding an outstanding payment that was owed to
our office. This outstanding payment resulted from the complainant's cessation of payments on their behalf which
has now reached the amount of ($497.93).
Should the complainant wish to initiate a conversation and explore the possibility of rectifying their account by
settling any outstanding balances and ensuring timely payment of future dues, our office is wholeheartedly
committed to collaborating with the complainant to determine a mutually acceptable resolution. However, we are
respectfully not willing to agree to cancel the complainant’s agreement prematurely with no further monetary
obligation. We believe that we have complied with our obligations under the agreement and clearly conveyed the
complainant’s rights and responsibilities on the agreement during the aforementioned surveys. In addition, as with
all of our customers, the complainant had three days to cancel the agreement for any reason or no reason at all.
The complainant did not attempt to cancel the agreement during this three (3) day period. Rather, the complainant’s
request to cancel was made substantially after the expiration of these three days.
While we are not able to approve the complainant’s requested relief, we can offer the following options:
1. The complainant may continue with their service for the duration of the agreement term.
2. The complainant may arrange for another party to take over the alarm system and service. Upon
receiving the new party's newly signed agreement, Safe Home Security will release the complainant of
their obligations.
3. The complainant may pay the reduced amount of ninety percent (90%) of the balance of their contract,
and upon receipt of this payment, the complainant’s contractual obligations shall be concluded
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager

Customer Answer
Date: 05/31/2023

Complaint: ********

I am rejecting this response because:
I’m not sure what recording you are referring to because I for one live in *******, you mentioned that I stated I live in *****. My account is also registered in ******* I have never lived in *****. If you are pulling my recordings you will see that I have been calling since I’ve had the service about cancelling because I was deceived about my service and equipment quality. I have had to have the camera changed out 2 times within having it for not even 2 months. They replaced the cameras because they will not hold a charge when I was told they will last up to a year without having to charge them. The whole buying process was misleading and I been trying to get out of this contract since the first week of having it. I have called numerous of times from my phone number ###-###-####, ###-###-#### & ###-###-####. You all should be honest and pull my recordings for real. I’ve even had a technician come out and reinstall everything because you all recommended he come and will not cancel my service without charging $200 fee. The first technician installed everything wrong. I even expressed to the second technician I did not want a service but for everything to be returned. Please rectify this situation. I have no problem returning the equipment. Offering me a discount on a balance owed, that you all also listed incorrectly, is admitting guilt. Please cancel my service and let me out of this contract I’ve been deceived into signing.

Sincerely,

******** ******
Business Response
Date: 06/09/2023

******* ****
******* *********** **********
****** ******** ******* *** **** *** ****** *********************
** ****** **
********* ** *****
********** ************ ******** ******
**** ****** ******* ********
**** *** *****
My name is Brandon, and I am the Customer Experience Manager for Safe Home Security. On behalf of Safe
Home, I would like to thank you for affording our office the opportunity to review and respond to this complaint. I will
provide you with our company’s position in the ensuing paragraphs of this response.
We would like to begin by addressing an error that was inadvertently included in our previous response regarding
the complainant’s residency in the state of ******. We wanted to clarify in the instant response that our office has
no record of the complainant’s account and/or personal information being associated with the state of *****. fter
further review of the pre-installation survey, we would like to provide your office and the complainant with the correct
excerpt of this part of the call:
Question - “Do you understand that your monthly rate during this initial term is $66.99, plus applicable
taxes, if any?”
Answer – The complainant Responded “Yes but they said it is a base rate and that
there wouldn’t be any taxes”
Agent on the Phone: ”Yes that is just a base question just to make you aware, but I
am not seeing that you are going to have any taxes added”
Based on our understanding, the complainant has expressed the desire to cancel the service based upon the
complainant’s contention that since the beginning of the agreement, there have been issues and problems with the
cameras. However, it is important to note that the complainant initially requested the cancellation of the agreement
on the date of June 3, 2022, and the request was based on issues with the Doorbell camera. However, in response
to this previous cancellation request almost a year ago, our office sent a replacement camera to the complainant
on the date of June 6, 2022. The complainant had advised our office that the complainant would install the new
camera themselves.
On November 5, 2022, the complainant notified our office that the complainant was experiencing issues with the
Smoke detector and requested service from us for this. n response to the complainant’s request, a service
technician was dispatched to the complainant’s residence to address this matter on November 30, 2022. ince
then, we have not received any further communication from the complainant regarding any issues concerning their
Safe Home Security system.
It is our position that we have adequately addressed and responded to the complainant's service requests in a
timely and comprehensive manner. We would like to take this opportunity to inform your office and the complainant
that Safe Home Security has taken prompt action to address the complainant’s service concerns and has been
actively monitoring the situation. Notwithstanding the remedial steps our office took, the complainant has not been
fulfilling their obligations under the agreement regarding the monthly payment responsibilities. Specifically, our
office has not received any payment from the complainant since November 22, 2022. It is important to note that
the complainant currently has an outstanding balance of four hundred and ninety-seven dollars and ninety-three
cents ($497.93). We have made diligent attempts to reach out to the complainant in order to resolve this matter and
prevent the need to involve a third-party collection agency. As has always been the case with the complainant, our
office has strived to find a mutually agreeable solution and ensure the complainant's account remains in good
standing.
We are fully committed to continuing to assist the complainant with attempting to resolve any ongoing issues with
the system that our office may not be aware of and we will provide any such help if applicable with no charge to the
complainant. However, it is essential for our office to collaborate with the complainant to settle her outstanding
balance and bring her account up to date. In the event that the complainant declines our offers for the resolution of
this matter, we respectfully do not believe that there is anything in the complainant’s most recent response that
would compel our office to alter our position on the matter. We believe that we have complied with our obligations
under the agreement and clearly conveyed the complainant’s rights and responsibilities regarding her agreement
during the aforementioned surveys. In addition, as with all of our customers, the complainant had three days to
cancel the agreement for any reason or no reason at all. The complainant did not attempt to cancel the agreement
during this three (3) day period. ather, the complainant’s request to cancel was made substantially after the
expiration of these three days.
While we are not able to approve the complainant’s requested relief, we can offer the following options:
1. The complainant may continue with her service for the duration of the agreement term.
2. The complainant may arrange for another party to take over the alarm system and service. Upon
receiving the new party's newly signed agreement, Safe Home Security will release the complainant of
her contractual obligations.
3. The complainant may pay the reduced amount of ninety percent (90%) of the balance of her contract,
and upon receipt of this payment, the complainant’s contractual obligations shall be concluded.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:05/18/2023
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.
I am filing this for my elderly father. My name is ******* *********. An invoice dated May 7, 2023, arrived through the mail. It is for $1,111.40 (invoice #*******, customer ID *****) from Safe Home Security. From speaking with the company, a contract was signed by my father in 2019. However, he already had a contract with ******. He has been a customer with them since 2014. Currently, my father does not have any of the equipment from Safe Home Security; he only has ******'s equipment. So, technically, he is under two contracts but clearly is only using ******'s. From speaking with a Safe Home Security agent, a complaint with the BBB needed to be filed - and BBB would forward the attached documentation to Safe Home Security. Then, when Safe Home Security receives documentation, then they will void the contract.
Business Response
Date: 05/25/2023
In Response to BBB ID ******** - We have been in review of the account for Mr. ****** *********. Upon review of the account we show that the client signed an agreement with Safe Home Security on November 7, 2019 for a 60 month term with the first 6 months deferred. To close the account prior to its end date, the client is responsible for the early termination clause, along with the past due balance. Attached is a copy of the agreement for reference.

If the client is disputing that they signed the attached agreement, a police report would need to be filed.

Should the client have any further questions, please call ###-###-####
Customer Answer
Date: 05/25/2023

Complaint: ********

I am rejecting this response because: the client already had a contract with another security system when this was entered into. I am not sure what was said to my parents to get them to sign this contract as well. We have no equipment from this company - so, not sure how the security will work then. The only equipment at the residence is from ******. My dad does not need both security companies, He has had ****** since 2014 and continues to use them to this day.
I also received notice from the ** attorney general office today that this company was canceling the contract and that nothing was owed. So, right now, not sure what is really happening with this complaint.
Will someone please confirm what we need to do?
Sincerely,

****** *********
Business Response
Date: 06/05/2023
Pleaser refer to our previous response.
As the client is stating they were with another company when the agreement with Safe Home Security was signed, documentation would need to be sent in. Once we receive the documentation, we can review the account further.
Customer Answer
Date: 06/05/2023

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. As previously submitted, the attached documents show that ****** service was in place since 2014. I am not sure what other documentation is needed. Please, provide an explanation of the needed documentation.

Sincerely,

****** *********
Initial Complaint
Date:05/18/2023
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.
This system came with my new home. I cancelled the service in 5/2022 after about 12 calls and 20 emails. The other reviews are self-evident as no normal company can have this many bad reviews unless they are true. Its just impossible for this many folks to be lying.
So, after finally getting it cancelled i just received a bill in the mail. After calling customer service and choosing almost every option to finally get a live person. I was string along with all the questions of"why do you want to cancel?" and "i have to fill out a long form to proceed with your cancellation so pls tell me why your cancelling".
So, after being on hold multiple times i was told a Supervisor will review my cancellation request form and get back to me in 24 hrs". What company in 2023 does not immediately cancel a service at the customers request?
I felt bad for my Customer service Rep(Leonard) as he was a nice guy working for an evil **** company. After reading some of these reviews i thank God i never gave them any bank or credit card info.
Business Response
Date: 05/22/2023
The account has been cancelled, without any further financial obligation.
Customer Answer
Date: 05/22/2023

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:05/16/2023
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.
When I was signed up for the alarm system given to me, I was never given a contract to sign nor did I sign any documents authorizing any action. My signature does not match the signature used on the docusign used by the company.

I wanted a new battery for my smoke detector so they sent out a guy to look at it. He said he would put in a new smoke detector and sent an order on April 20th, 2023 that would cost 180 dollars. Something I never agreed to. They later called and said they made a mistake.

I don’t want to press charges or any legal action, I just want my contract cancelled.

Note: The signature on the copy of the bank is my own. The signature on the Safe Home Security docusign is not.
Business Response
Date: 05/23/2023
THE CUSTOMER CALLED REQUESTING CANCELLATION ON BECAUSE THEY "DON'T LIKE CHANGING THE BATTERIES IN THE SMOKE DETECTOR". THE AGREEMENT WAS SIGNED IN 2021, WITH NO DISPUTE, UNTIL THE CUSTOMER WANTED TO CANCEL TE ACCOUNT. THE CONTRACT WAS SENT TO THE CUSTOMERS EMAIL ADDRESS WE HAVE ON FILE. IT WAS RETURNED FROM THE SAME IP ADDRESS. THE SIGNATURES ARE ELECTRONIC IT WOULD NOT MATCH A WRITTEN SIGNATURE. THE ACCOUNT IS NOT ELIGIBLE FOR CANCELLATION UNTIL 12/2025. PLEASE BE ADVISED ANY RETURNED PAYMENTS GENERATE BANK FEE. SHS ALSO REPORTS TO THE CREDIT BUREAUS
Initial Complaint
Date:05/15/2023
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 have canceled services with Safe Home Security, inc effective January 2023. Safe Home Health acknowledged my cancelation on January 18, 2023. I was on a month to month agreement and paid my account current November and December on Nov 18, 2022. On May 8th, 2023 I recieved a past due bill of 52.99 with no explanation on what this bill is for. I have tried to call this business and they do not pick up there phone. I am looking for written confirmation of my cancelation and an explanation of the charges as no services were rendered January 2023 to present.
Business Response
Date: 05/26/2023
In Response to BBB ID ******** for ***** *****: Senior Account Executive, Teri N**** reached out to the client regarding this matter. Mr. ***** has agreed to pay $42.99 and will review an offer that was emailed to him by Ms. N****, waiving the $20. Once the payment is received and posted to the account, the account will be cancelled as requested.

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