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

  7570 S Federal Hwy Ste 9-10 Lantana, FL 33462-6060

• 

  Security Systems Inc

  26945 Cabot Rd Ste 107 Laguna Hills, CA 92653-7009

• 

  Security Systems, Inc.

  7570 S. Federal Hwy., Suites 9 & 10 Hypoluxo, FL 33462

• 

  Security Systems Inc

  26945 Cabot Rd #107 Laguna Hills, CA 92653

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:03/31/2023

  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.

  Well I have a new contract with this company, but I need to cancel my contract, because they are not doing what
  is to be done for my Security at my Home, # 1 I was told my security system was sold to them from **** I found out
  this company never purchase this at all. My problem starting in January my system was not working in my home
  we call this for help they actually show up 3/27/2023 to fix it. The Tech repaired 1-item in the hall way that
  was not working, but we had other problems. When a system have been down for 3-months any Tech should
  know to check the battery , but that never happen the system begin a sound meaning low battery. We make
  a call back to let them know what had happen one day later, we was told to buy the batteries and install them
  checking the doors we could fine a place to replace the batteries. This system has not been upgraded for
  batteries use, while talking with customer service the information she gave me for batteries meaning the
  company (safeguard America) had not check the system to see if there was a place for the batteries to go.
  So I have 60-Days to stop payment and close out this account, it don't take 3-months for a service call.

  Business Response

  Date: 04/04/2023

  Called Mrs. ****** and left a message to confirm a date of the 11th between 1-5 for service. Technician is aware of the situation and understands the priority level of this account.

  Customer Answer

  Date: 04/04/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/30/2023

  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 a letter to cancel my service in June 2022. Since then I’ve been receiving bills with overdue fees and monthly payments. I’ve called every now and then and they keep saying the account is closed, yet I still get these bills. I had to dispute a transaction from my bank for them to stop charging me. They changed the name to some other person but the address is still the same and the numbers add up from the last time I paid. and Im tired of it. Last time I talked to them was on December 22 2022 and the employee Taylor said my account has been closed yet Im still getting bills to my house every month. This company is definitely the worst I’ve ever had to deal with.

  Business Response

  Date: 03/30/2023

  The account has been cancelled, with no further financial obligation. Please disregard any and all billing 

• Initial Complaint

  Date:03/28/2023

  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 my debt card on file for auto pay. One day I got a bill in the mail saying I owe close to $500, which means I haven't paid for a few months. I called them to find out what was going on and they said that my card was reported missing or stolen. I never put in a report like that, I doubled checked with my bank too. This is the 2nd time this has happened to me with this company. Now because of this, my credit score dropped. I told them to cancel my account and wipe the price they said I owe. I was supposed to be on auto pay so this should of never happened. They sent me a letter saying, pretty much, they aren't going to do that. I'm going to send them one more letter, then after that I will get a lawyer.

  Business Response

  Date: 03/28/2023

  We will not be wiping away a legitimate debt.  In an effort to resolve this the client can pay the months owed minus late fees and we can update credit to reflect paid never late.  This is our only offer of resolution.  

• Initial Complaint

  Date:03/27/2023

  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.

  In January 2021 I needed a certificate of my alarm system for the property insurance and at that time Safeguard America proposed renewal of my contract for 5 years and I agreed. However, I suffered a stroke and was flown to ******* (my home country) with a doctor and hospitalized there as well. After recovering enough I returned back to ******* and decided to sell my house, which I did, to be able to return back to ******* and to be close to my family members in case my health issues would get worse. At that point (April 2022) I contacted Safeguard America (SA) to cancel my contract, which was to run until 1/2026. I also referred the buyers of my home to them, as they were willing to continue the contract. The employee of SA never contacted them and never returned the calls of the buyers! I was told that I could cancel the contract only by paying 90 % of the remaining charges of the contract period (it would have been at that time over $ 1400. I have continued paying their monthly charge of $ 38.51 until this month (11 months for no service totaling $423.61) and I have paid for this contract until today $1039.77 from 1/2021 until 3/2023. Kindly note that I had been about 10 years their customer and no equipment were renewed or replaced at the time or after entering the new 5 year contract!
  I contacted SA and told that they should stop charging me now as I considered 11 months payments to be enough for termination and without any service (buyers of my house chose another company as SA never returned their calls).
  I consider SA's contract to be totally unfair and perhaps even illegal with such a term that there is no way to terminate the contract (even if you die) except by paying 90 % of the remaining contractual period's charges.
  I consider the fair solution to be that SA keeps the paid 11 months (without any service) payments of $ 423.61 and refrain from any further charges.
  I have moved to ******* for my health issues..

  Business Response

  Date: 03/27/2023

  The account has been cancelled, with no further financial obligation to Safe Home Security. We thank Mr. ***** for his business and wish him well, going forward. 

  Customer Answer

  Date: 03/27/2023

  
  
  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:03/27/2023

  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.

  My father, ***** ******, had an account with Safe Home Security. On 1/1/23, he passed away. I contacted SHS trying to terminate my fathers account. They refuse to cancel it unless 90% of the remaining contract is paid in full. I have provided the death certificate as proof of his passing and they still will not cancel the account without payment, which is $1172.82. His account number is ******. In my opinion this is a ridiculous and unfair business practice. I paid the January bill out of my personal account but cannot afford a $1172.82 payment to keep a security service that is no longer needed.

  Business Response

  Date: 03/27/2023

  Hi *****,

   

  We are sorry for your loss.  You are not a party to this agreement and therefore not responsible for it.  Our Estate specialist will be reaching out and we can certainly proceed with a probate claim and you will not be bothered by this inconvenience.

• Initial Complaint

  Date:03/27/2023

  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.

  May 17, 2022 I gave Safe home security inc. written notice, as instructed within the required 60 day notice. I was paid up to July 31, 2022 and made the cancel service effective July 31, 2022. I received an invoice in January 2023 for six months of service. After many frustrating phone calls to customer service, them telling me there was no record of my cancellation, I did get a helpful individual, she said she could see my cancellation in my file and would take care of it. I received another billing in early March for double the amount owed. I have made at least four attempts with customer service, each time someone telling me they are too busy at the current time but someone would call me back. I was called back once only to have the person tell me they were transferring me to the person handling my account. That person may be Ann Marie M*** but she didn't answer her phone. I left a voice message for her on March 21, 2023. I told her I needed a resolution by the end of the day. As of the 25th no phone calls from the company. I have attached a copy of my letter sent May 17, 2022 and a copy of the same letter the customer service rep asked for, her name is at the top of the email. Sincerely, Ms. ***** ****

  Business Response

  Date: 04/03/2023

  The account has been cancelled without further obligation.

  Customer Answer

  Date: 04/03/2023

  
  
  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:03/24/2023

  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 called 3/20 for a "ping" my system. at 12:42 my return call 3:18.
  On 3/23 I called because my "tamper alarm" keeps going off. I called At 1:29, 1:30, 2:14, only to be told that someone will call me back, meanwhile my tamper alarm continues to go off. I would have thought that if an alarm continues to go off that someone would call. I have called again at 2:19 and was transferred to a voicemail again to get a call back.
  received a call at 3:49 tech was on the phone said to clear my panel by alarming and then disabling the alarm I did. It worked until 5:43 started calling Safe home again only to be on hold for 9 min and 11 sec. No response told to leave a message.
  Tamper alarm still going off.

  Customer Answer

  Date: 03/27/2023

       I called 3/20/23 for a "ping" my system. at 12:42 my return call 3:18.

  On 3/23 I called because my "tamper alarm" keeps going off. I called at 1:29, 1:30, 2:14, only to be told that someone will call me back, meanwhile my tamper alarm continues to go off. I would have thought that if an alarm continues to go off that someone would call. I have called again at 2:19 and  was transferred to a voicemail again to get a call back.

  received a call at 3:49 tech was on the phone said to clear my panel by alarming and then disabling the alarm I did.It work until 5:43 started calling Safe home again only to be on hold for 9 min and 11 sec. No response told to leave a message on answering machine.

        3/24 at 11:23 am still no call back and I called only to be told that they would call me back within the 1.5 hours.

  Business Response

  Date: 03/30/2023

  In Response to BBB ID ******** for ******* *****: We hat Safe Home Security have been in review of the account for Ms. *****. Upon review our in-house tech support representative, Aidan M****** reached out to the client on March 27, 2023 to assist with clearing the Tamper Alarm on the system. He was unable to clear the tamper and a technician was sent to the clients home on March 28, 2023.
  
  While the technician was at the location he found the kitchen window sensor and bedroom window sensor were not responding. He then replaced both existing sensors with new 2GIG Window sensors, sent all signals and performed full system test. At the time the technician left, the system was working properly. 
  
  Should there be any further issues arise, please call ###-###-####.

  Customer Answer

  Date: 03/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The length that my tamper alarm had been turned off, from Feb 2022 to Mar 2023. Not to forget that it took them 1 month to send me out a smoke detector. The amount of time that it took Safe Home to return my phone calls. I do agree that Aiden and the tech were awesome, but, I DO NOT feel that Safe Home will protect me and my family in an emergency
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/11/2023

  When the technician was at the clients location, the system was restored to its full working order. In the event that the alarm should be triggered and not disarmed in the allotted time, the client will receive a text message and a phone call from the monitoring station in response to the alarm. 

  Customer Answer

  Date: 04/11/2023

  
  
  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:03/23/2023

  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.

  The security system was partially installed when they were told it was not a solar system ( not wanted) .
  Oct 2020. ***** was occupied with nurse tending to his wife’s Covid therapy.
  Technician without permission used phone and checkbook on kitchen table to obtain banking information Original company went out of business for fraudulent / bad business. Safe Home Security bought the contract . ***** told the technician to uninstall security system which he did. I his daughter , ******* ***** , have left messages for billing and collections. I am passed to leave a message with supervisor Ann Marie. But not receiving call backs and neither is my father. He has given me permission to file this complaint , speak with Safe Home Securities, and to help find an acceptable resolution.
  ***** to close his bank account and we have sent emails asking that this account be terminated. The security system was not used. Please explain why there is a bill for $1868.76 but no service.
  
  Acct #****** *** ***** *** ****

  Business Response

  Date: 03/24/2023

  
  ***** *** ****
  
  
  ****** ******** ******* ****
  ** ****** ***
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  
  *** ***** *****
  **** * ***** *** ** *
  ********* ** *****
  ***** ********
  ****** ************************
  
  **** **** ******** ******* * ******
  
  ** **** ** *** ********
  
  I am in review of
  the BBB complaint #********concerning the account ***** *****.
  
  The account has been
  closed with out further penality or obligation.
  
  Thank you kindly.
  
  Thank you,
  AnnMarie M****
  Collections  Manager
  Safe Home Security
  **** ****** ******
  *********** ** *****
  ****** ***** ********  ********* ** *** *******

• Initial Complaint

  Date:03/23/2023

  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.

  Safe home security purchased the alarm company I previously conducted business with. I received a text from their representative in August of 2022 notifying me of the company buyout and asked if I would like to sign a new agreement to insure my pricing was not affected. I indicated that I no longer used the service and did not wish to reinstate or begin new service with the new provider. I have proof of this this written correspondence. I did not hear from the representative after our text conversation and was left to believe that would be the end of this. I just received a bill from Safe Home Security for $570. I have called the company numerous times. The billing department does not answer the phone. Customer service does not answer the phone. The representative that sent the initial texts said he could be reached at extension **** but there isn’t anyone there to answer and I have not received a call back after leaving a voice mail. My most recent correspondence was with Ben. He told me he would look into it with the proper department but he was not in a position to provide an answer regarding the bill. He said that typically an e-mail would have to be sent to cancel by written cancellation. I do not have email and have not had email for some time now. I offered written cancellation to the company representative on August 13th 2022 at 2:37 pm central time and can provide the screen shots of this cancellation in writing.

  Business Response

  Date: 03/24/2023

  ***** *** ****
  
  
  ****** ******** ******* ****
  ** ****** ***
  ********* ** *****
  ****** ***** ********
  **** ***** ********
  
  *** **** *******
  **** ******* **** **
  ******* ** *****
  ***** ********
  ******  
  
  **** **** ******** ******* * ******
  
  ** **** ** *** ********
  
  I am in review of
  the BBB complaint #******** concerning the account **** *******.
  
  Mr. ******* signed
  an agreement with **** ******** 9/22/2019, effective 10/1/2019 for 36 months
  with auto renewal from year-to-year unless subscriber provides written notice
  of termination at least thirty (30) days prior to the end of the term.
  
  Safe Home Security
  has acquired **** ******* Customer accounts since then.
  
  To date, there is no
  written documentation on file from Mr. ******* wishing to cancel his agreement
  on his former **** ******* account or on the Safe Home Security account.
  
  In review of the
  call between Mr. ******* and Safe Home Employee, Safe Home Employee explains to
  Mr. ******* he is able to mail a cancel letter since Mr. ******* explains he
  does not use email since he retired. He refuses to send any cancel letter and
  states “he **** not send a written letter since he does work for us since he’s
  retired and no longer works for anyone”
  
  Safe Home Employee suggests
  that if Mr. ******* did not sign any agreement at all, the process is to file
  fraud. Mr. ******* states he does not need the police to do his job and does
  not need to get them involved.
  
  At this time, Mr.
  *******’s agreement stands valid and past due balance on the account in the
  amount of $570.12 is valid.
  
  Thank you kindly.
  
  Thank you,
  AnnMarie M****
  Collections  Manager
  Safe Home Security
  **** ****** ******
  *********** ** ********* ** *** *******

• Initial Complaint

  Date:03/20/2023

  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 December 2019, Safe Home Security (SHS) took advantage of an elderly woman with dementia who just lost her husband. SHS convinced her to purchase a 5 year contract on a home security system that she did not need (she already had a functioning security system). On attempting to cancel service, SHS advised she must pay the equivalent of the $49.99 per month fee for the duration of the contract. She was not aware of this requirement at the time she signed the contract and she did not initial or sign the "Customer Verification Questionnaire" on the reverse side of the bill of sale acknowledging this requirement.

  Business Response

  Date: 03/20/2023

  We have spoken to the POA multiple times over the past few years.  We responded to an AG complaint in 2021.  The answer remains the same, that is, if the home is sold 90% of stated terms are due.  That is approximately $750 to close the account.