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 has 17 locations, listed below.

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

  6220 S Orange Blossom Trl Ste 170 Orlando, FL 32809-4627

• 

  Safeguard America

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

• 

  Safeguard America

  1430 W 6720 S West Jordan, UT 84084-2535

• 

  Safeguard America

  2583 Countryside Blvd Apt 304 Clearwater, FL 33761-3526

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:03/20/2023

  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 have another security service, so I no longer need protection from SHS. I called several times to cancel my service. I was advised to send a cancellation letter in writing. I sent a the letter to cancel my service dated 7/18/2022. I am 86 years old and recently suffered a stroke and my wife is 84 on hospice. My daughter is assisting with our finances and care and noticed this discrepancy. My daughter called SHS on 3/6/2023 and was told we would have to buyout our contract and it was up to the customer to figure out the buyout amount which is 90%. She was transferred to the cancellation department who stated we would receive an invoice email from billing for $700 for the buyout plus whatever was owed. To date, no email invoice has been received. My daughter called again on 3/15/2023 and was informed that my account was placed in a Non-Invoice status on 3/7/2023 and it would take 5-7 days for resolution. My daughter called again on 3/15/2023 and was told she would get a call back. She didn't. She called three times on 3/16/2023. On the 3rd attempt, the customer service rep stated she couldn't figure out what was going on with the account and why the cancellation was never processed. She was going to refer this issue to her manager and call my daughter back. To date, no call. I request confirmation that my account has been closed and a refund with interest for all payments made after January 2023.

  Business Response

  Date: 03/29/2023

  The account has been cancelled, with no further financial obligation to Safe Home Security. A refund in the amount of $197.97 has been issued. Please allow 7-10 business  days for receipt 

  Customer Answer

  Date: 03/29/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:03/20/2023

  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’ve requested via email to cancel this service for over 7 months. I’m no longer within contract and I’ve communicated via email 5 times to no resolve.

  Business Response

  Date: 03/28/2023

  In Response to BBB ID ******** for ******* *******: We at Safe Home Security have been in review of the account for Ms. *******. Upon review we found that, Senior Account Executive Monte D******, spoke with the client regarding this matter. Mr. D****** has submitted the account for cancellation and a refund in the amount of $245.94 has been mailed to the client. Please allow 30 days for the cancellation to finalize. 

• Initial Complaint

  Date:03/20/2023

  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 signed up for a home Security plan 8/ 16/17 after 5 months to end the service. they said no I signed a contract to pay the monthly fee until 2/20/23 Which I have now done. Can't get a hold of anyone. To tell me that the service has ended and they have charged my checking account again this month. 3/17/23.

  Business Response

  Date: 03/28/2023

  In Response to BBB ID ******** for ********* ******: We at Safe Home Security have been in review of the account and this complaint for Mr. ******. Upon review, we found that the written cancellation request from Mr. ****** was not sent into Safe Home Security until March 20, 2023. At that time the account had already entered into the year roll through February 2024. As stated in Section 3 of the attached agreement, the cancellation request would need to be in at least 60 days prior to February 12, 2023. 
  
  To cancel out the account, Mr. ****** would be responsible for the early termination fee. 
  
  Senior Account Executive, Lynda Chapman, has been reaching out to Mr. ****** to further discuss the account and has been leaving messages. She will continue to attempt to reach Mr. ******. 

• Initial Complaint

  Date:03/07/2023

  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 been attempting to cancel my monitoring contract but it is impossible to get anyone on the phone or to respond by email. We have moved and the new owner has taken the equipment out of the house and installed a new system. However, this company keep calling me to tell me that their system is reporting an error signal. I just want to cancel my contract and not get any more telephone calls. I just want them to cancel my contract and not contact me again.

  Business Response

  Date: 03/17/2023

  In response to BBB ID ******** for **** *****, We at Safe Home Security have been in review of this complaint for Mr. *****. Upon review of the account we found that there is an agreement in place through April of 2024. For the account to be closed prior to the end date, the client would be responsible for early termination fee. Senior Account Executive, Lynda C******, has called the client to discuss this matter and left a message for a call back. Should the client have any further questions, please reach out to Ms. C****** at ###-###-####. 

• Initial Complaint

  Date:03/06/2023

  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.

  Attempted to cancel service via phone call, fax, email and certified letter to no avail. All of this was done in Aug of 2019. I assumed it was canceled. I just learned about my issue with this company this last month as I was pulling my credit report. SHS stated that I did not cancel until 2020. I have the email stating otherwise. I attempted to cancel as the system did not longer work and was still getting billed. I called to get service and nothing was done.

  Business Response

  Date: 03/06/2023

  The account was cancelled, in 2020. A 60 day notice was required for cancellation, per the agreement. A cancellation notice was received 30 days prior and was cancelled as a courtesy.  Due to no specifics were given regarding what credit reporting she is disputing, please file a dispute with the credit bureaus, which we will review and advise upon receipt. 

• Initial Complaint

  Date:03/06/2023

  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.

  On 9-11-19 an alarm co rep knocked on our door saying he could give us an upgrade on our system. At no time did he mention that he was with SHS nor was he wearing anything indicating he worked for them leading my wife and I to believe he was with our current co *** which we still had 2 mo's left on the contract. He explained the upgrades and when we asked to read the contract on his tablet he said it was lengthy and everything he told us was on it, had me sign electronically and said we would receive a paper and pdf copy. He said it would be a 3yr contract with the first 6 mo's free.
  Calls to them either went to voicemail with no return call or went from Mr. Bill Stewart to his assistant Sandy but never got resolved. We never got a paper copy and didn't get a pdf until March 2020. The contract said 42 mo's/6 mo's deferred. As a result we weren't given the 3 bus. days to cancel the contract. After 8 mo's of auto withdrawals from my checking acct I stopped the payments the last being 4-13-20. I continue to receive monthly bills but no representative has contacted me about my concerns. I then reached out to the **** ******** ********* office on 10-28-20 who began advocating on my behalf after sending proof that no contract was given until 3-2020. After several attempts and denials over an extended period the ** suggested I send a 93A demand letter which I did in May 2022 citing several mass general laws they were in violation of. SHS response was that my contract would not expire until 3-10-23. I find SHS business practices to be deceptive and after further research learned they were sued by both ** *** ** ** ******* and ordered to pay restitution and to stop their unethical business practices. We also never received a customer recorded survey explaining any of the contract. A certified letter to not renew was sent 60 days in advance. Having paid 8 mo's I'm willing to come to some agreement to put this matter to rest and appreciate any help to resolve it

  Business Response

  Date: 03/09/2023

  Safe Home and the client have agreed on a reduced settlement amount of $979.78 to cancel the account.  Once paid the client will have no further obligation to Safe Home.

  Customer Answer

  Date: 03/11/2023

  
  
  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:03/02/2023

  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 received a robocall on Monday, February 27 2023 stating that my alarm system wasn’t receiving test signals on Saturday, February 25 and I needed to call them asap? I received another call one hour later on Monday from Tyasia (ext ****) and she said to call her back directly to resolve the problem. I called her twice on Monday February 27 and left her two messages. To this day she has never returned my call. So on Tuesday February 28, 2023 I called Tyasia again and left her another message. I decide to call the customer service number and talk to another person. I was put on hold twice and both times the call dropped? I called again and finally talked to Shane M**** (ext ****). He said I needed to upgrade my system from the old 3G network in order for my system to work again. He said my monthly bill will go up and the service call will be $99. He then tried to convince me to sign a new 3 year contract in order to get this done. I explained to him that I was very disappointed with this company and will not be renewing my contract when it is up next year (another issue I had with this company because I DO NOT remember signing a five year contract with them in 2018 as they stated?). I asked him since his company is currently not providing a service to me because my box isn’t working, can he please just void my contract for this last year and we can call it quits now. He tried over and over again to get me to agree to another contract and when he knew that wasn’t going to happen he said “I will talk to my manager and see what can be done. I will call you back”. On Wednesday March 1, I called him twice and left him messages but AGAIN, to this day he has not called me back. Today Thursday March 2, I called and asked to speak to a manger. I was transferred to “Brandon” and once again got his voicemail and left him a message. This isn’t the first issue I’ve had with this company (billing, service, rudeness) and I just want OUT!

• Initial Complaint

  Date:03/01/2023

  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 am Writing in regards to Safe Home Security. The service is terrible. My equipment has to recharged every 10 days. I am Not allowed out of the contract and I’m constantly paying for service that does not work.

  Business Response

  Date: 03/10/2023

  In response to BBB ID ******** for ******* ******; We at Safe Home Security have been in review and contact with Ms. ****** regarding this complaint. Per the complaint we are told that the system is not working properly.

  Safe Home Security is willing to send a technician to service the alarm system covered under the warranty. Should any cameras need to be serviced, there will be a service charge as they are not covered under the clients warranty.

  Upon speaking with the client, representatives were informed that the client is moving from the location and would like to cancel the service. As there is an agreement in place through March of 2025, the client would be responsible for the early termination fee. As requested by Ms. ******, a final invoice has been sent.

• Initial Complaint

  Date:02/27/2023

  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.

  In July of 2022, I assisted my 89 year old aunt, ****** ************, in the sale of her house, as I moved her to a nursing care facility. As her power of attorney, I needed to cancel all her accounts. I asked Safe Home Security to come removed the alarm equipment and they told me it was too old and not necessary, but her service would be disconnected. At this time, my aunt already had another alarm company and was confused as to why they hadn't canceled the old one. We were told there may be a charge to "buy out" of her contract, which I understood. Unfortunately, I keep getting charged a montly fee, late fee, and have not been given the "buy out" bill. I've called and written letters and they continue to bill my aunt and threaten to send her to collections. The montly fee is ridiuculous, as she's not even lived in the home since late July 2022. I've spent countless hours trying to remedy this situation, but have gotten nowhere. My aunt cannot afford to pay for a service she's not using
  Safe Home Security
  System #*******
  Acct. # 372819
  Account Holder: ****** ************
  Old address: **** ****** ****** ***** ******* ** ******

  Business Response

  Date: 03/02/2023

  The account has been cancelled without further obligation.

• Initial Complaint

  Date:02/24/2023

  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've been trying to cancel my service with this company for over 3 years I did everything they asked to stop their harassment for payment, their alarm system never worked properly I even had a breaking in my business with their alarm when I call to cancel service they hang up the phone if not they ask me to write and email or send a letter I've done both and they still don't cancel service even though I have *** for over 3 years and I don't even have their equipment

  Business Response

  Date: 02/24/2023

  The account has been cancelled, per the customer's request, with no further obligation to either party