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

475 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/22/2023
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 was a current ****** customer when a Safe Home Security rep showed up at my door selling their systems. The rep told me that I was in a contract with ****** that was sold to me using deceptive business practices and they were involved in a class action lawsuit for misleading consumers into a 5 year contract when only 36 month contracts are legal. He told me that I should file a complaint with the BBB against ******, so I did. ****** would not respond, but they did. He also told me that when they did not respond, the BBB would force them to cancel my existing contract, leaving me no financial obligation to ******. When ****** responded and did not let me out of my contract, he then told me via text not to worry but to contact ******, get a letter stating the remainder of my contract amount with ******. I should send that to Safe Home and they would buy out the remainder of my contract. I did all of those things only to be contacted by Safe Home saying that since my contract buyout was over $1000, they could not buy out the whole thing. They offered me $1000 but I would have to pay the remainder. AT NO TIME did Safe Home tell me that a contract buy out could not exceed $1000. Had I known, I never would have contracted with them. The sales rep, in person and in text, made this sound like a slam dunk. I contacted ****** about re-establishing service to my home. Now, understandably, ****** wants to charge me a few hundred dollars to re-establish service. This would cover the service call and new devices that I would need. Because Safe Home mislead me in person and via text message, I would like Safe Home to refund me $250 and to cover my start up costs to re-establish service with ******. Had Safe Home not used misleading sales tactics in person and in text messages, that I can provide, I would never have entered a contract with Safe Home. I don't feel like I should have to pay a few hundred dollars out of pocket because Safe Home lies when they sell.
Business Response
Date: 02/24/2023
Regarding: Complainant: **** ******
Your Record Number: ********
Dear *** *****
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 acknowledge receipt of the complainant’s complaint concerning the sales representative's instructions to
contact her previous alarm company, ******, regarding the cancellation of her security services. According to the
statement, the sales representative informed the complainant that she would need to provide specific
documentation, such as a copy of the original agreement, and pay off the bill from her previous alarm provider and
that Safe Home Security would pay off the entirety of the bill. However, recent texts provided by the complainant
to our office between herself and the representative show that the representative only informed the customer where
to provide our office with proper documentation.
Upon receipt of the required documentation, our office contacted the complainant on Feb 14, 2023, and presented
her with two options:
1) Option 1- The complainant can accept $1,000.00 from Safe Home Security for your previous alarm
company’s buyout.
2) Option 2. Alternatively, we would release your complainant from her agreement and obligations with
Safe Home Security. This would afford the complainant the option of returning to her previous
security service provider or to seek an alternative company for her security needs.
We acknowledge the complainant’s request for Safe Home Security to pay $250 to cover the cost of the
reinstallation of her previous company's security services. After careful consideration, we regret to inform you that
our company only has two available options for the resolution of this matter. We will not be covering the cost of
$250 of the reinstallation of her previous provider and we will not be changing our stance on the options presented
to the complainant. We understand that this may not be the desired outcome, but we assure you that we have
thoroughly evaluated the complainant’s situation and believe that the options provided are fair and reasonable.
Please let us know which option you would like to proceed with, and we will take appropriate action accordingly.
We appreciate your understanding and cooperation in this matter.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:02/21/2023
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 security contract was through ***. SafeHome security bought the company and insisted that I was locked into the contract because they bought my account from ***. I do not believe this is true, as other neighbors communicated that they were being pushed into signing the new contract with SafeHome and chose not to sign. On March 19, 2022 I received a voicemail from SafeHome Security that my alarm was triggered. I returned the call immediately and was unable to reach an employee. The company was not available or accessible within any reasonable time frame. When I finally spoke with someone from the company I was just transferred from one department to the next, each time I was connected with the final department I needed to speak to, I was sent directly to voicemail. Attempts to resolve the account issue and cancel my service were unsuccessful and unnecessarily frustrating. At one point I was told that I didn’t know what I was talking about, and that they provided the best security in the country, in fact, they said, they handle security for the ******** (I hope this is not true). After days of back and forth calls in which I communicated my valid reason for breaking the contract, my call was transferred to the voicemail of a woman named Princess who was the top supervisor. She never called me back. In a recent call with Anthony from billing, I was told what really mattered was that we were making some progress and we could work through our issues together one day at a time. This is a wildly inappropriate response to a customer whose communicated dissatisfaction for nearly a year. This company does not have the capacity to run a security business in a professional and effective manner or provide security services. I would like to break the contract that I signed with *** that SHS bought, and cancel my account immediately without penalty, fines, or any additional stress. I trust the Better Business Bureau to resolve this and be an advocate for me.
Business Response
Date: 02/21/2023
To whom this may concern
An agreement with ***, which I will include in this response was signed for 3 years. This agreement is active and is the agreement that we are holding the customer responsible for.
After reviewing this account I looked into the monitoring status, equipment and signaling history. I see where for this period of time in which we assumed monitoring this customer has had perfect signals, Strong signals and no trouble conditions.
I also see where there is an open balance that covers monitoring for the month of October 2022- March 2023 (semi annually). We have provided this customer with excellent service it is unfortunate that the customer feels so negatively about the customer service department however we have not received payment for services rendered.
If the customer has any needs I will make sure the customer account manager reach out to them. Please contact ###-###-#### Ex: ****
Thank you for all your assistance
Customer Answer
Date: 02/23/2023

Complaint: ********

I am rejecting this response because:

This business does not conduct itself appropriately. My email to Anthony in accounts has not been acknowledged. My conversations SafeHome Security do not to lead to a resolution. My business was with ***. Other than the incident last spring in which there was no one available to speak with me after my alarm went off while I was away from home, I have only ever had contact with SafeHome Security, to communicate that I would like to terminate the contract. I do not consent to doing business with SafeHome Security because it is well known that they are corrupt and coercive. During the time that SHS purchased ***, ******** ******* ******* **** filed a stipulation judgment against SHS for their failure to comply with court-ordered consumer protection measures. As a consumer, I do not trust this company to handle my security needs, nor consent to doing business with them. As you can see by their response, they are available only to manipulate customers and promote their narrative that consumer choice is irrelevant.

Sincerely,

******** *******
Business Response
Date: 02/24/2023
Please see our previous response.
Customer Answer
Date: 02/28/2023

Complaint: ********

I am rejecting this response because:
Please see my previous response.

Sincerely,

******** *******
Business Response
Date: 03/02/2023
There is nothing new here, our position remains.
Initial Complaint
Date:02/16/2023
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.
My sister is 76 years old and has dementia. She has moved permanently from her home into a nursing facility. We contacted Safe Home Security to cancel her contract on or about February 3, 2023. Email they requested was sent on the same day. Nothing positive has been communicated to us. We get different answers from different people, one stating a contract was signed through 2025 and 1200+ dollars would be required to buy it out. Another stated it would take 30 days to process. The automatic deduction of $38.81 from her checking account must stop and unauthorized deductions be returned. Her monthly allowance from SS is $50 per month and cannot afford any auto deductions. Please stop!
Her name is ******* *******, 1833 Montgomery Ave, Fairborn, Ohio 45066. Home phone number was ###-###-#### (now disconnected). Account #******. Pass word is *****.
Power of attorney and request was emailed 2-3-23. Power of attorney is ***** ******, ###-###-####.
Business Response
Date: 02/16/2023
*** ******* *******
**** ********** ****
********* ** *****
***** ********
*************************

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

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

I am in review of
the BBB complaint made via ****** ******* on 2/16/2023 for ******* *******.

In review of Arbutus
*******’s account, I am showing a signed agreement effective 06/02/2020 for 66
months @ $57.99/month.
(5 yr with 6 months
free)

******* *******
agrees to these terms when the agreement was signed.

At this time due to
the circumstance of ******* *******, we are able to settle for half of the
buyout amount.

The buyout as of
today is $1,152.65. We will be able to settle for $576.32 and close the
account.

I spoke with Ranee
Murphy on 2/16/2023 of these findings and discussed the account.

If ****** ******* or
***** ****** would like to further discuss, please contact me directly at my
number below.

Thank you kindly.
Customer Answer
Date: 02/19/2023

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:02/14/2023
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.
Company will not acknowledge the cancellation of home security monitoring services and we recently discovered that they have not been actively monitoring the system since 2018 yet they continued to send bills and accept payment.
Business Response
Date: 02/22/2023
In response to BBB id ******** for ****** ****** ******, Safe Home Security has received the cancellation request. At this time Mrs. ******'s contract has auto- renewed for one year due to our company not receiving her cancellation request 30 days prior to the contracts expiration.
In regard to the complaint itself, Mrs. ****** states that the company has not provided monitoring service since 2018. Company representatives reached out to Mrs. ****** on 2/14/2018, 3/12/2018, 4/6/2018, 5/15/2018, 5/22/2018, 6/1/2018, 6/22/2018, 7/24/18, 8/9/2018 and 10/31/2018 in regard to the alarm service with no contact made with the customer nor any return call.
As stated previously, it is typical of our company to enforce the contract renewal terms. Be that as it may, Safe Home Security will honor the customers request to terminate service. Please allow 30 days for the finalization of the cancellation.
Initial Complaint
Date:02/13/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a 3 year alarm monitoring package from my home builder (**** ********) which expired in September, 2022. Around November 2022 I got several calls from SafeGuard America (Safe Home Security operated under that name, too) to sell me a monitoring package. I said I wasn't interested. A month later I got 3 phone calls asking me to "call them to discuss my home monitoring package". I left 3 messages telling them I do not have a monitoring package and am not interested in one. In Jan I received a call from SafeHome Security telling me to "call them back about my account". I left 2 voicemail messages stating I didn't have an account and to please call me back to straighten out their error. I never received a call back. On Feb. 7 I received a bill from Safeguard America for $215.94. The payment due date on the invoice is 3/9/2023. I called the phone number on the invoice and told them I did not have an account with them why was I being billed. I was told they "took over the **** ******** monitoring accounts and that I have monitoring service with them and that I needed to pay the invoice.".
I told them that my monitoring package with **** ******** had finished in August, 2022. They asked if I cancelled in writing - I told them that I did. They asked for a copy of the cancellation letter - I don't have a copy so I could not provide it to them

On Feb 9 I received a call from Safeguard telling me my account was past due - their invoice due date is 03/09/23. I was told I needed to cancel my account in writing and pay the balance due plus the amount that will be due in August, 2023. I was told that I was notified by **** ******** that my monitoring service was being transferred to SafeGuard America - I was NEVER notified by **** ******** that this was an issue since my monitoring package with **** ******** ended in August, 2022. There is nowhere online to cancel my account and when I called to discuss this again I was told they couldn't help me.
Business Response
Date: 02/15/2023
The cancel request has been notated but the account is under agreement until August 2023. Payment would have to be made up until that point.
Customer Answer
Date: 02/16/2023

Complaint: ********

I am rejecting this response because: my monitoring service with **** ******** ended in August, 2022. I notified **** ******** to cancel my alarm monitoring approximately 6 months before the end of the contract (Aug. 2022). I never received any notification from **** ******** about my contract being sold to Safehome and I never received anything in writing from Safehome claiming that I was under contract with them. Safehome is still claiming that I have a contract with them and that i have to pay for one year of monitoring.
Safehome claims I have a contract with them - I do not agree that a contract exists. If Safehome will agree to IMMEDIATELY terminate the contract that they believe is in place AND agree that no future charges will be incurred after the date of termination I will pay the amount they claim is due for the period of August 2022 - February 2023. I am willing to settle this issue but until yesterday Safehome was not returning my calls. I did get a call from someone at Safehome yesterday - they left a voicemail. I called back and left a message but have not heard back from them yet. Safehome only responded after I filed the BBB complaint.

Sincerely,

******* *******
Business Response
Date: 02/17/2023
I personally spoke with mr. Johnson yesterday and clarified teh details of the contract and sale.
Customer Answer
Date: 02/23/2023

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:02/13/2023
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.
After my husband and I noticed that someone was in our back yard and the camera wasn't working on 2/5/23. I called on 2/6/23 to SHS about the issue with camera and the app on my phone wasn't working. I did tell the agent that I changed internet providers and purchased a new cell phone. He set up a appointment for 2/10/23 between 9am-1pm BUT he did not tell me that I had to pay anything. When the tech came he stated to me that I didn't have a warranty on my cameras and the cost is $89.99 an hour. I told tech that the agent did not tell me it was a cost for you to change internet on my cameras this isn't truth in billing. So I called SHS and spoke with a very disrespectful agent which has me and my husband looking for another security system provider. Since I had SHS this is the 2nd time I had a service call to come out and both times I needed additional warranty. If you have a service include everything in one price than nickel and diming customers. I currently pay $69.99 a month which I added warranty from 1st service call to that cost, the 2 **** door bell cameras SHS installed I pay $10. a month for that service. Now here we go with additional warranty charges. When I called to get our services canceled the agent tells me I'm in a 60 months contract. This is security system not car payment terms. The 2nd agent on 2/10/23 waived and scheduled the tech to come back on on Monday 9am-1pm. this causes me to loose another day of work due to the 1st agent being disrespectful not wanting to address the situation while the tech was at my home he wants to get nasty. He is the top reason why this is coming to the BBB, SHS doesn't have truth in billing and charging for changing your internet you label it under warranty at an additional cost. I'm not happy with SHS services...PERIOD
Business Response
Date: 02/22/2023
**** ******* *****

In response to Complaint ID ********. We have reviewed the
account and confirmed that our office has tried to contract Ms. ******** on
multiple occasions with no success. Ms. ******** initially called in to obtain
service for her cameras. Though there was some confusion on the service fee
that is required for camera services if not covered under warranty, we have removed
the invoice for service from Ms. ********’s account and offered to provide the
camera service without payment. Ms. ******** has not returned any phone calls
or messages regarding service offered. As of February 10, 2023, a request for
cancellation has been submitted on her account.

If Ms. ******** no longer wishes to continue monitoring
services with Safe Home Security, we must honor active agreement on file signed
on September 17, 2021, a copy of which has been attached for reference. This
would require 90% of the remaining contract to be paid, including any
outstanding balance currently owed to the account. We can have a representative
send a copy of the buyout invoice for review and Ms. ******** can call in to
proceed with payment or send in a check via the return envelope provided with
the buyout invoice. If Ms. ******** would like to continue service with Safe
Home Security, we would be happy to set service for the closest date available.
We will respect either decision. If you have any questions or concerns, please
do not hesitate to contact our office via the information provided below.

Sincerely,
Brianna
M******
Quality Assurance Representative
Safe Home Security
************** **** ****
******************
Initial Complaint
Date:02/09/2023
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 husband, ***** ******, and I have/had an account (#******) with Safe Home Security (SHS) for home security services at our residence. We are seeking termination of services. We wrote an email to SHS on 2/2/2023 requesting immediate termination, per a verbal instruction received from an SHS representative earlier on 2/2/2023. To-date, the only ‘response’ we have received was an email on 2/6/2023, in which an internal SHS communication was sent to me and discussed a ticket closure. I called SHS on 2/7, left a voicemail, and called again today 2/8 to inquire as to whether the ticket closure meant that our services were terminated as of 2/2. I am also seeking a refund of any monitoring services charged since 1/1/2023, as I understand that SHS has been unable to monitor our home during that time. The security panel in our home has a 3G chip that stopped working as of 1/1/2023. Of note, SHS never alerted us that the chip needed to be replaced (let alone work with us to schedule a time for a technician to come out) nor did SHS notify us that it could not monitor our home. I only found out after asking SHS during the first conversation I had with their customer service department in the last week of January to try to resolve a billing issue, which kickstarted this whole episode. I asked about the chip because I received an alert from a third-party application (*********) that our system needed a communicator upgrade. SHS said they “hadn’t gotten around to notifying all of their customers yet.”
Business Response
Date: 02/20/2023
*** ***** ******
******** ******

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

In response to Complaint ID ********. We have reviewed the
account and confirmed that the account is currently under review for closing as
of February 6th. Since then, Mr. ****** has called and requested
that we confirm the account has been terminated and he would be receiving a
refund for the month of January. We have confirmed with him that the account is
under review for closing as the process does require time for the Closing Department
to review the account to confirm closing is admissible. While the account is
still under review, we have confirmed that we will not be able to refund Mr.
****** for the month of January. Mr. ****** states that Safe Home Security did
not reach out to him to notify him that the communicator chip needed to be
upgraded, but instead he confirmed he was notified by ********* when the
services stopped communicating and when he called in to our Customer Service
department to dispute a billing issue. However, after careful review, *********
notified Mr. ****** on September 6, 2022 via the cellular back-up unit
application that the communicator required an upgrade. Safe Home was not
informed service was needed. Then again, on January 3, 2023, Mr. ****** was
notified that the panel had stopped communicating. Safe Home did not receive a
call to set service. Customers are required to inform our Customer Service
Department when service is needed.

If Mr. ****** no longer wishes to continue monitoring
services with Safe Home Security, we must honor the request to close the
account without any further obligation to Mr. ******. If Mr. ****** would like
to continue service with Safe Home Security, we would be happy to set service
for the closest date available as well as provide Mr. ****** with one month’s
credit to his account for the gap in service in January. This, of course, will
only occur if Mr. ****** would like to continue service with Safe Home Security.
We will respect either decision. If you have any questions or concerns, please
do not hesitate to contact our office via the information provided below.

Sincerely,

Brianna M******
Quality Assurance Representative
Safe Home Security
************** **** ****
Initial Complaint
Date:02/07/2023
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 end service after a three year contract with a **** ******** (**) alarm service and made quarterly payments automatically deducted. In an attempt to cancel the account after the mandatory three year commitment, the company (**) said they would cancel, but never send the paperwork. During that period, the company was sold to Safe Home Security. I contacted them requesting cancellation based on terms agreed to by ** (which noted my account ending September 2022.) Safe Home Security agreed with termination, offered a discount if I would be willing to stay with their company. I declined and requested permanent closure of the account. They ignored the closure and are sending me bills, though I have had no actual alarm monitoring or service (the equipment has been disconnected from them since September 2022, so they are effectively fraudulently billing me for no service at all.) I had attempted contact with management most recently for several weeks, with the last contact attached, which ignores the request for cancellation CONFIRMED on the string of emails I sent the collections manager. I have reached out to next level of management with no response.
Business Response
Date: 02/10/2023
We are closing this account without further obligation.
Customer Answer
Date: 02/10/2023

Complaint: ********

I am rejecting this response because: The company has indicated in the past (Aug 2022) that they would close my account. In my acceptance of this belief that my account was closed, I later received bills indicating my account was still open and I owed money. On 2/9/2023, I spoke with Ms. Lezlene R****** who stated her email was "proof" of account closure. I told her I had an email saying my account was "closed" by another employee of the company, and my account was apparently NOT closed. I asked for an invoice on company letterhead similar to the invoices sent to me requesting immediate payment for my "seemingly closed" account, and Ms. R******s advised me that my "ticket" was closed and she said the email would be enough. I do not agree or accept that response, especially based on the last email "situation."

Sincerely,

**** ******
Business Response
Date: 02/13/2023
The account is closed.
Initial Complaint
Date:02/01/2023
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.
We had a 42 month contract with Safe Home Security which ended a few months ago. They use ********* network to monitor our home. When ******* upgraded to 5G, the equipment monitoring our home needed an upgrade which would be at our expense. We did not become aware of this until January 06, 2023. We didn’t get a letter, email, or phone call informing us. What we did get was an email dated January 19, 2023 stating there is a mandatory update needed. We also found out due to us inquiring, that our house could not be monitored unless we got the upgrade. We also found out that our house was not being monitored since the 5G conversion. We’ve been paying for a service that has not been provided. We canceled our account January 06,2023 and asked for reimbursement of the time we were not monitored. They want us to continue to pay through June 2023 for a service they cannot provide since we didn’t want to upgrade. How can a business charge for a service they are not providing? The 3 letters attached shows they want to collect payment. Only 1 acknowledges us wanting to close our account. None mention the time we were NOT monitored.
Business Response
Date: 02/10/2023
** ******** ** *** ** ******** *** *** *****
Safe Home Security Senior Account Executive, Jaymee
H*****, has reached out to the client to discuss the matters stated in the
complaint. Mr. H***** has left a message for a return call to ###-###-####.

As the client stated in their complaint, we at
Safe Home Security have communications to customers alarm systems using *******
******. We at Safe home Security have reached out to the client on the dates
below to inform them of the upgrade needed to their system to ensure their
system was updated prior to the 3G Sunset.

September 15, 2022 via phone call where there
was no answer.
October 19, 2022 a text message was sent to the
clients primary phone number.

We at Safe Home Security are offering to
upgrade the system at no additional increase to their monthly rate with a new
agreement being signed, or they can purchase the radio upfront.

Should the client wish to move forward with the
cancelation of their account, they would be responsible for the terms of the
agreement on file.
Customer Answer
Date: 02/10/2023

Complaint: ********

I am rejecting this response because: what phone number did they use? I never got an email nor a letter via snail mail. How do they know if my number has changed? Perhaps they called a misdialed number. The point is a call and a text is not a professional way to contact a customer. In the conversation we had when we contacted them, they were requiring an upgrade that was going to cost us. We chose to close our account due to the fact we were not being monitored and we were consistent with our monthly payments. In other words, we were paying for a service not being rendered as agreed in our contract. We did signs 42 mo contract and that 42 mos have been up. We refuse to pay for a service we agreed to and we are getting it.

Sincerely,

*** ****
Business Response
Date: 02/22/2023
Please refer to our previous response. The number Safe Home reach out to the client on was provided by the client within this BBB compliant. Our position remains the same. If the client wishes to move forward with cancellation, they are obligated to pay the buyout of the contract.
Initial Complaint
Date:01/25/2023
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've asked the company to cancel my monitoring on 1/6/23, 1/12/23, 1/19/23. They have not done so.
Business Response
Date: 01/25/2023
THE ACCOUNT HAS BEEN CANCELLED, WITH NO FURTHER FINANCIAL OBLIGATION TO SAFE HOME SECURITY
Customer Answer
Date: 02/01/2023

Complaint: ********

I am rejecting this response because:
I do not believe that the account has been canceled. I am receiving daily phone calls from 1-800-432-1429. In the voicemail it states that this is Security Systems Inc.

Sincerely,

****** ****
Business Response
Date: 02/07/2023
As previously stated, the account has been cancelled
Customer Answer
Date: 02/13/2023

Better Business Bureau:

After my second complaint the phone calls have finally stopped. complaint ID ********. Resolution is satisfactory to me.

Sincerely,

****** ****

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Safeguard America is NOT a BBB Accredited Business.