Complaints

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

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

  5555 W Waters Ave Ste 607 Tampa, FL 33634-0001

• 

  SafeGuard America

  2526 Mount Vernon Rd Atlanta, GA 30338-3049

• 

  Safeguard America

  2583 Countryside Blvd Apt 304 Clearwater, FL 33761-3526

• 

  Safeguard America

  12600 W Colfax Ave Ste A130 Lakewood, CO 80215-3799

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:05/01/2023

  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 sold my house and called the company to terminate the service. I was told everything was OK and three weeks later received a bill for the next six months. When I called to discuss the bill and that I had sold the house, I was told I had to have a conversation with my account representative. When she called me, I was told that I had signed a five-year contract. I knew this wasn’t true as the date of the contract renewal was at the same time I knew I was selling the home and would not have signed a five-year contract. I had several conversations with a customer service rep who told me she would review the phone call I had with the employee when I said there was no mention of a contract renewal. She assured me she read back to me before the end of the day I have never heard from anyone cents. I still receive bills on a regular basis. I am receiving text messages saying the system has not been set by the new homeowners and I receive messages every time they leave a door open. This also feels like an invasion of their privacy. I suggested to the new owners that they use the same company, but they were turned off by the port customer service they received when they attempted to set up an account I am still receiving overdue billing statements for a home I no longer own.

  Business Response

  Date: 05/03/2023

  The client has been released without further obligation.

• Initial Complaint

  Date:04/27/2023

  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.

  My husband has dementia and when he signed the papers for agreement for the alarm system, he was not bad. When the system was placed, my husband would take the key fob and click it as it was for the alarm for the car but actually it was for the alarm system in the house. Since that time, my husband is diagnosed moderate to severe dementia. I have asked the company and written to them to cancel the service, but it is a 5 year contract. As of April 2022, the attorney that was making changes to our wills and POA's, the house is now in my name and not my husband's because of his dementia. I cannot afford an attorney to handle this matter and now we will be having more expenses for my husband, plus we have over a year of notices on my email address that the service was not activated. I had to hide the fobs to set the alarm. They said to send letters and I did with out any reply. I can have my husband diagnose from the ** printed out for you if necessary.

  Business Response

  Date: 04/28/2023

  ***** *** ****
  
  
  ****** ******** ******* ****
  ** ****** ***
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  
  *** ****** ********
  ***** ** **** ***
  ********** ** *****
  ***** ********
  ****** **************************
  
  **** **** ******** ******* *******
  
  ** **** ** *** ********
  
  I am in review of
  the BBB complaint #******** concerning the account of ******* ********.
  
  I am sorry to hear
  about the status of Mr. ******* ********.
  
  In review of the
  account, I do see a signed agreement effective Feb .24, 2022 for 60 months.
  
  We will be able to
  settle the account for $2,265.00 which is 75% of the total amount owed in order
  to close the account.
  
  Please let me know
  how you would like to proceed.
  
  Thank you kindly.
  
  Thank you,
  AnnMarie M****
  Collections  Manager
  Safe Home Security
  **** ****** ******
  *********** ** *****
  ****** ***** ********  *****

  Customer Answer

  Date: 04/30/2023

  
  
  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:04/26/2023

  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.

  My contract ended a few months ago. I've been trying to cancel the service for the last six months and they keep charging me.

  Business Response

  Date: 04/27/2023

  Mr. ******* account was cancelled on 4/17/2023, prior to the complaint being filed or received.  Mr. ******* has no further financial obligation to Safe Home Security. 

• Initial Complaint

  Date:04/26/2023

  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 sold the security system by Safe Home security the person selling told us it was a 2 yr contract just like *** my previous security after calling to get cameras fixed they tell me i need to contact the person that sold it to me and installed it they both dont answer for 2 yrs and 70+ times calling it got to the point the installer and sellers phones go straight to voicemail with full mailboxes i have tried and tried to get them to fix cameras after 2 yrs 4 months i call to cancel and i find out i still have 36 more moths on my contract you sign on a little phone and take it to there word they are not scamming you i think i deserve a refund or out of my contract since they sold me system that didnt work from day one and now they want to charge me to come fix them

  Business Response

  Date: 05/03/2023

  In Response to BBB ID ******** for ***** *******:

   

  Upon reviewing the account for Mr. ******* we at Safe Home Security have found that when this account was set up it was for a 66 month term with the first 6 months deferred. The agreement that was signed by the client was for the security alarm system. Unfortunately, the surveillance cameras are not included in with the agreement.

  For the cameras to be serviced, the client would need to reach out to the camera manufacturer as our technicians cannot service them. Senior account Executive, AJ C***, offered to walk the client through over the phone how to fix them, that offer was declined.

  We at Safe Home Security are willing to send one of our techs to service the alarm system at no additional charge to the client. Please contact us at ###-###-#### to schedule the appointment.  

• Initial Complaint

  Date:04/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint is regarding account number ******.
  
  About a year ago, I was sold home security by a door to door salesmen. He then sent someone out to install the services. The first red flag was the fact the didn't change out the alarm keypad from our previous alarm company. The fire alarm kept triggering so they turned off our fire alarm completely and we had no fire alarm for 2 months. Once someone finally came out again, the tech said I should have gotten a new keypad initially. He then ordered a new keypad and said to call him once it arrived and shut off our entire security system.
  
  We have been waiting 3 months and still have not received a keypad, don't have alarm service, but are still being charged. I want a refund for the months I paid for service I did not have fully have, the 2 months with no fire alarm and the additional 3 with no alarm at all, and want my contract to be terminated!!
  
  The customer service it atrocious and every time I call in, I end up having to argue with a representative and can't get any type of help.

  Business Response

  Date: 05/08/2023

  In response to BBB ID ******** for ****** ******: Customer Service Manager, Dawn D***** has reached out to the client to discuss this matter. We unfortunately did not reach them and left a message for a call back. 
  
  We are offering to waive the balance on the account and replace the panel at no charge. To schedule the appointment, please call ###-###-####.

• Initial Complaint

  Date:04/24/2023

  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 had an home that went in foreclosure in 2013-2014. I called and spoke to a person in customer service at Safe home Security. I explained them my situation. Per customer service they understood my situation and said not to worry, and they will take care of it. After 8-9 years later it started showing on my credit report late payments for last 5-6 months. I have called 2-3 times and spoke to them and now they are saying that there is a contract signed. I asked for the contract, and they are making excuses. from 2013-2014 someone was paying the bill since it was showing paid and all of a sudden from last 5-6 months its started to show 30 days pass due on payments. THIS IS A FRAUD THAT NEEDS TO BE REPORTED.

  Business Response

  Date: 05/03/2023

  A credit update was requested of the credit bureaus on 4/10/2022. We will request another update. Please allow 30 days for it to be reflected as the bureaus update every 30 days. The customer is also free to file one on their end. 

• Initial Complaint

  Date:04/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My complaint is with Safe Home Security
  I believe SHS is charging me to monitor my home security system, when I was with *** Home Security and when i canceled my service with ***, and paying my balance off. Safe Home Security continued bill me, claiming they are my Security service provider with out my knowledge and now i owning another balance for 1300.00. I do not under stand why I am paying off two monitor services for one house. I believe a fraudulent act has been committed.

  Business Response

  Date: 05/09/2023

  In Response to BBB ID ******** for ******* *******; Senior Retention Manager, Princess B*** has reached out to the client to discuss this matter. 
  
  The Client signed up with Safe Home Security in 2018 with an updated agreement being signed in 2019 for a 60 month term, see attached. Per the agreement signed in 2019, to close the account the client would be responsible for 90% of the stated terms. 
  
  Upon speaking with the client, Ms. B*** was informed by the client that they have currently have ******** *****. With the client already having Safe Home Security monitoring their home, we believe that the client was a victim of ******** Interference by ******** *****. 
  
  We are fully prepared to service the system should the client wish to move forward and have the system service and monitored by us at Safe Home Security. If there are any further questions please contact Ms. B*** at ###-###-####.

• Initial Complaint

  Date:04/24/2023

  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 no longer live at the address and I have cancelled my service with them and they still are taking money out of my account. I have written emails and spoke with them on the phone & they assured me that the account was cancelled. I called back and they give me the run around over and over. I have the emails to show where I cancelled again in February. I emailed them again and they say the ticket was closed but they are still taking money from my account. I haven’t been at the address in a year & a half.

  Business Response

  Date: 04/25/2023

  The account is eligible for cancellation 8/2023. As a courtesy the account has been cancelled, with no further financial obligation 

  Customer Answer

  Date: 04/25/2023

  
  
  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:04/24/2023

  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.

  I have had an account with SHS since 06/03/10. Automatic payments have been taken from my checking account since that date. The equipment has not worked for 11 months, but I was told that it would not be fixed unless I pay for new equipment and sign a 5 year contract, which I declined. On 03/06/23 I noticed the automatic payments had stopped so I called them. They advised they had a glitch in their system that stopped taking the automatic payments, which affected 100's of customers. They advised they would fix it and took the payment. They assured me it would not be reported to the credit union as late since it was due to their system error. I advised them the equipment had not worked for 11 months. They said they would fix it only if I paid $200 and signed a new 5 year contract. I declined as I told them I was retiring in 8 months and selling the house. The person I spoke to became rude and told me to make it part of the sell contract that the new owner had to take over the contract. I again declined and advised I wanted to cancel my account. She stated the end date of the contract was 07/16/23 and I had to pay, even though the equipment didn't work, until that date. On 03/24/23 I was notified by the credit companies that SHS opened a new account with a new number, which lowered my score. When I called they said they didn't have the staff to contact the credit companies to fix it due to too many complaints from their system glitch and told me to dispute it with the credit company myself, which I did. Then the hard sale about signing another contract took place, which I again told them I want to cancel my account. They could not produce a copy of the 07/16/17 contract they alleged I signed. On 04/05/23 they notified the credit companies that they were backdating a late payment (which they assured me they were not doing), that lowered my score 88 points. I called and they said my new cancel date is 03/06/24. I them to fix the credit error and cancel my account.

  Business Response

  Date: 05/09/2023

  In Response to BBB ID ******** for ***** *****: Please see the response below that was sent to the client on May 4, 2023 from our billing Manager Tiffany Caraballo.

  Hello Ms. *****, I reviewed your account again. The card did in fact expire in Dec 2022, this was not a glitch or error on our end. We're responsible for reporting accurate info to the credit bureau and the truth is we didn't receive a payment for the months of Jan or Feb until March. If you would like to submit a cancel letter you can send it to ********************** the expiration date on your account is 3/2/2024
  

  Customer Answer

  Date: 05/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Three different employees advised on 3 separate occasions there was a computer glitch, causing the auto pay to stop. Every contact has verified no new account was opened with a new account number as reported to the credit agency. I would like the information reported to the credit agency corrected.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 05/18/2023

  Please refer to our previous response, our stance has not changed. 

• Initial Complaint

  Date:04/24/2023

  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.

  My non-English speaking grandfather, ******* **********, has an account with Safe Home Security Inc. The company has taken advantage of him by renewing his contract without providing notice or billing. The customer service agents were unhelpful, and the company's automatic renewal clause was not properly disclosed. They required us to sign up for a PAY ID that is untraceable and charged us $49.99 instead of $39.99 with no explanation. The contract does not have my grandpa's signature or handwriting, and the customer service manager was extremely rude.
  
  **** law requires businesses to clearly disclose their automatic renewal clauses, but this company did not comply. The company changed its name from Security Systems to Safe Home Security during our contract without disclosing this information to us. We have never received a bill or notice of renewal, and the customer service agents were unable to provide clear and accurate information on the status of the products we were paying for.
  
  The **** Consumer Sales Practices Act requires businesses to provide accurate and timely billing information to consumers, but we have not received any bills. The law also requires companies to ensure that non-English speaking elderly individuals are fully informed of the terms of the contract, regardless of their language proficiency, but this company did not comply.
  
  We demand a full refund and a resolution to this matter, or legal action will be taken for their unfair and deceptive practices. We also demand an explanation for the extra charge of $10 and proof of identity theft protection, as it is not stated in the contract. This company has been sued before for similar reasons, and we will not tolerate their unethical behavior

  Business Response

  Date: 05/09/2023

  In Response to BBB ID ******** for ***** **********; Safe Home Security Senior Retention Manager Princess B*** has been in contact with Ms. ********** regarding this matter. 
  
  Ms. B*** informed the client that Section 3 of the attached agreement discloses the auto renewal terms. As we at Safe Home Security have not received a letter from the client requesting cancellation, the account has entered an auto renewal period and the monthly monitoring fee is valid. 
  
  Be that as it may, we at safe Home Security will close the account as requested with no further financial obligation to the client.