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

  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

• 

  Safeguard America

  P O Box 60513 Saint Louis, MO 63160

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: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.

  We have been trying to cancel our Security Plan since Sept 2022. When we called they said we were locked in until December 2022 and they were going to continue to deduct 50.00 per month from our bank account until then. We sent a letter of cancellation per their request to an email they provided. I followed up with an email on 12/28/22 reminding them to cancel our policy. Today 1-25-23 they deducted 50.00 from our account and told us they never received the cancellation letter. I have sent another letter but no one will help us at this time.

  Business Response

  Date: 02/02/2023

  In Response to BBB ID ******** for ***** ******: We at Safe Home Security have received and reviewed the complaint for Ms. ******. Upon review, the cancellation request has been uploaded to the account and a refund has been requested. Please allow up to 30 days for the cancellation and refund to be processed. 

  Customer Answer

  Date: 02/03/2023

  
  
  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.  I have attached an email from yesterday 2-1-23, that said account is still being reviewed and I need to allow more time for processing.  I have been waiting since September of 2022.  I'm sorry but should I still be concerned?  It also said I may receive more automated invoices, that seems very concerning to me that they can't just close our account and give our money back from January 2023.  I am hoping for the best.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:01/25/2023

  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 contacted Safe Home Security around the end of October to cancel our services with them as we were getting ready to move to ***** from *********. They claimed that I had a contract that lasted until the year 2025! I never signed a contract for that long. I requested a copy of this contract and what was sent to me was a contract that not only wasn't mine, but wasn't even from the same state as me! This was at the beginning of November. During this exchange, after I threatened legal action, the correspondent I was emailing told me that November would be my last month. I once again requested my contract and left it at that as I assumed that if someone from the company says, in writing, that November is the last month then that is it. December rolls around and we have just completed our move to ***** and I see that I have been charged again. I sent an email saying that they have charged me and need to refund it. All I got was an email stating that the ticket had been closed and no refund. Come January, day before yesterday since I wrote this in fact, and I have been charged AGAIN! I sent another email and am now coming here. All I want is the refund from the 2 months they owe me which totals to 109.98 and for them to stop charging me!

  Business Response

  Date: 02/02/2023

  In Response to BBB ID ******** for *******
  *******: We at Safe Home Security have received and reviewed the account for
  Ms. *******. Attached is a copy of her agreement that was requested. To close
  the account prior to the end date of September 2, 2025, the client would be
  responsible for the early termination fee.
  
  Senior Account Executive, Lynda C******, has
  attempted to contact the client regarding the complaint and to provide an
  alternative but was unsuccessful. We will continue to reach out to the client
  to provide a solution.

  Business Response

  Date: 02/02/2023

  In Response to BBB ID ******** for *******
  *******: We at Safe Home Security have received and reviewed the account for
  Ms. *******. Attached is a copy of her agreement that was requested. To close
  the account prior to the end date of September 2, 2025, the client would be
  responsible for the early termination fee.
  
  Senior Account Executive, Lynda C******, has
  attempted to contact the client regarding the complaint and to provide an
  alternative but was unsuccessful. We will continue to reach out to the client
  to provide a solution.

• Initial Complaint

  Date:01/24/2023

  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.

  Have been a customer of SafeGuard America for 5+ years. When the contract came due a couple years ago I switch to a month to month, no contract service. If they could due month to month, no contract I would leave. No problem. That went on for a couple years. Now. Sold house to move into assisted living facility. Payment due on the 14th of the month. A full 15 days before payment due, called to cancel. The person said only way to cancel is mail a letter stating the reason and 10 other items, and that I'm responsible for 2 more months of payments. No contract. There is nothing I signed, or agreed to other than month to month. Finally got an email address to send a cancelation request. Sent it. No response for 3 weeks, after I called and asked. Next day a guy emailed me, asking when can he contact me to discuss the cancelation. I said anytime. Nothing ever. Now, since November they've been sending invoice after invoice, continuing to charge for service for a house I don't even own. There's no one to discuss with, no one will call back. I had to cancel the credit card to stop them from charging it. These are fraudulent, illegal business practices, preying on senior citizens. No reasonable reason a service can't be canceled without harassment and intimidation. This is a matter for ************ Consumer Affairs Office, if not the *********** Attorney General.
  My account was paid in full, and canceled per their instructions. Should be no further charges passed that day.

  Business Response

  Date: 01/24/2023

  The account was cancelled, per the customers request, prior to the Better Business Bureau  complaint being received. ******* ****** has no further financila obligation to Safe Home security. 

  Customer Answer

  Date: 01/24/2023

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

• Initial Complaint

  Date:01/23/2023

  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.

  I had a one year contract for home alarm services with this company. I called to cancel services after the one year was up and they will not cancel services and stop charging me for services I no longer use. I've mailed them a letter to stop services as well. They've filed on my credit that I owe them monies. When I don't owe them anything after the 1st year of service contract was up. I'd like them to remove the file on my credit and stop billing me for services

  Business Response

  Date: 01/25/2023

  In Response To BBB ID ******** for ****** *****:

  We received your recent BBB complaint. Our response is that
  we reviewed your contract and you signed on September 1st, 2018 for 36 months
  at a rate of $34.99 per month.
  
  The only terms offered at Safe Home Security are for 36
  months or 60 months. There is no record of a one year contract offered anywhere
  on your file.
  
  As a result, if you were trying to cancel services after one
  year, there would have been an early termination fee for the remaining two
  years of service. In addition to that, in your contract it states that a
  written notice of request to cancel is needed at least 60 days prior to your
  expiration date, otherwise the contract will continue on a month to month basis
  until such letter is received.
  
  So, currently at this point, the options to resolve the account
  would be as follows: Safe Home Security can offer you payment arrangements on
  the existing balance of $1487.69, including potentially waiving multiple late
  fees to reinstate your services, or to settle and cancel the account you may
  send in your written statement to cancel and the penalty fee to close the
  account would be the full balance of $1,487.69.
  
  Please respond no later than February 4th, 2023. We look
  forward to hearing from you.
  
  
  Thank you,
  Deanna H********
  Manager, Collections & Dispute
  Resolutions
  Safe Home Security
  **** ****** ******
  *********** ** *****
  ****** *************  *****
  **** *************
  ***************************
  **********************************

• Initial Complaint

  Date:01/19/2023

  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 purchased their Security System for 5 years. My contract ends 2/23/23. I was called a year ago to schedule an appointment for an upgrade. I called to schedule and was told I needed to sign for the upgrade. What was sent was a contract to renew my service for 5 more years. I told them that’s not what I was told and that I will not be forced to sign for another 5 years. They refuse to update my system to 5G in order for it to work properly because I refuse to sign a new 5 year agreement. I have sent them a letter letting them know that I will not be continuing after 2/23/23. I also told them not to take any more money from my account since the system is not working. They are telling me I have to continue paying the contract even if the system doesn’t work. Please help me to cancel and not pay final payments. Thanks.

  Business Response

  Date: 01/30/2023

  In Response to BBB ID ******** for ******* ***:
  The Client has spoken with representatives at Safe Home Security regarding the
  upgrade to her alarm system. The client was informed that she could either sign
  an agreement for the upgrade or pay for the part out of pocket, the client
  declined both options. Safe Home Security will be closing the account at the
  clients request, please allow up to 30 days for the process to be completed.

• Initial Complaint

  Date:01/17/2023

  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 2021, we contracted with Safe Home Security for our home alarm security service. On three occasions during 2022, our home alarm went off in the middle of the night, with the alarm box notice indicating "perimeter glass break." This was extremely distressing to my wife and myself, who are both in our sixties; as each time we were awoken from a dead sleep, thinking that our home was being broken into. On all three occasions, there was no evidence of any window glass disturbance or break. In November, 2022, I called the repair service # (###-###-####). Each time, there was no answer, so I left very detailed voice messages requesting repair service on our alarm system. No response was ever received. I then called the same #, but chose the response for billing. A young lady named Ashley did answer. I explained my situation, and she said that she would transfer me to the repair department; however once again; there was no answer. A few days later, I called their customer complaint # (###-###-####), and spoke to someone named Stephanie, who assured me that I would receive a call back from a customer representative either later that same day or the next day. I then sent an e-mail to the company e-mail address, requesting cancellation of my service. About one week later, a representative did call me back; but indicated that I could not cancel my service, as I was under contract until June 24, 2026. She said that sometimes noises can cause the alarm to go off; which is simply preposterous; moreover no noises were heard prior to the alarms going off. She was argumentative, and so I requested to speak to her manager. She said that she would have a manager call me back, which never occurred. Lastly, I received an unsigned letter dated January 4, 2023, reiterating that my contract was going to be enforced until 06/24/26; with no offer to resolve our alarm issue. I am currently continuing to pay $62.99 for an alarm service that I can no longer use.

  Business Response

  Date: 01/30/2023

  In Response to BBB ID ******** For *****
  ********: We at Safe Home Security understand the importance of having a fully
  functional alarm system and have an appointment set with a service technician
  who will contact Mr. ******** to schedule a date and time for the alarm system
  to be serviced. A replacement glass detector has been shipped to the client,
  should it need to be replaced, along with a credit being applied to the account
  as the client has been unable to fully use their system.

  Customer Answer

  Date: 01/30/2023

  
  
  Complaint: 18820976
  
  
  
  I am rejecting this response because:  I did receive a call from someone named Jennifer from Safe Tech (assumedly a third party contractor), stating that a technician would arrive between 5:00 PM and 7:00 PM on last Friday, January 27th.  My wife and I waited at the appointed time, with nobody showing up and nobody calling to say they were delayed or needed to reschedule.  Moreover, I have just paid the current monthly invoice dated 1/22/23 which is due 2/05/23; it was for the full amount of $62.99, with no mention of any credit or reduction of the monthly fee.  I am truly trying to be understanding and patient with this firm, however to date it appears that I have just been wasting my efforts. For these reasons, I am reiterating my request for cancellation of my service contract with Safe Home Security.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 02/10/2023

  I apologize for the delay in service. We ran into a licensing issue for the state of *** ****** and were unable to send the technician. The client should have received a call from the dispatch team regarding the technician and I apologize that they did not hear anything.

   

  I have requested and had applied a 3 month credit to the clients account  for the inconvenience. 

  We have an in-house technician time who is willing to service the system remotely and over the phone in the meantime. Please call ###-###-#### to set that up. 

• Initial Complaint

  Date:01/17/2023

  Type:Service or Repair 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 august of 2022 safe home security techs. arrived to install system with my approval. they had incorrect equipment, they left without installing any equipment and i haven't seen or heard from them since other than me receiving monthly charges and recorded calls stating that 3 cons. alarm alerts had not been received from my home. i have called this companies reps. multiple times requesting that they remove me from any notifications / robot calls in which i receive these calls weekly. i have requested [ without success ] that they send a rep. to my home to verify that i don't have any of their equipment because i feel that they don't believe my explaining the situation to them . i certainly do not want their equip.
  in addition i have mistakenly responded to a review that was posted concerning " home safe security " located in tex. and i wish this response be removed.

  Business Response

  Date: 01/30/2023

  The account has been cancelled, with no further financial  obligation to Safe Home Security 

  Customer Answer

  Date: 02/02/2023

  
  
  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:01/17/2023

  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.

  Had a house fire on November 19, 2022. The house currently has no electricity or gas. The house has been taken down to wall studs throughout the house. Have been trying to cancel my contract with Safe Home Security since then. They estimate 9 months to a year before I can move back in. I have contacted safe home security numerous times. They assign a manager to look into it, but they never contact me and close the ticket. After about a month after I keep calling they assign another manager that doesn’t contact me. I am paying for a service they can’t provide. Our account number is ****** and is under ***** ******.

  Business Response

  Date: 01/30/2023

  In Response to BBB ID ******** for *** ******: Safe Home Security account Specialist, Teri N****, has contacted the client regarding the cancellation of their account. Ms. N**** informed the client of the early termination policy, the client agreed to the sums owed to close the account prematurely, once the payment posts the account will be closed within 30 business days. 

  Customer Answer

  Date: 01/31/2023

  
  
  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:01/13/2023

  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 signed a contract with the alarm company, I had approx. 3years left on my contract, I was retiring and moving out of state, called them and ask a rep. how to handle the situation. They told me to move, get settled then call back and they would set up a time to put in a new system at my new address. I did exactly as they told me to do, but when I called them to schedule a time they said they didn’t do that. I ended up paying for the system for another 2 or 2 1/2 years. Called them to pay off my contract which I did. They wanted e mail sent telling them why I wanted to cancel, I did that. Didn’t hear anything for about 2 years then I get a letter in the mail from some collection agency that I owed 231.96. I called them and they told me to e mail them the reason I wanted to cancel, proof I had sold my house in memphis which I did all of that and paid them the 231.96. Thinking this was the end but today 1-12-23 I got another bill from them for 221.96 for past due amount. It took them almost 3 months to send this to me, all along I thought the contract was fulfilled. I don’t think I should pay any more money to these people, all the time I have done exactaly what they ask for, twice. All I want is to be left alone, and have them honor there word and cancel my contract like they told me it would be. I don’t think I should be liable for any more money, I have paid them more than they deserve.

  Business Response

  Date: 01/18/2023

  The account has been cancelled, with no further financial obligation. We apologize for any misunderstanding or inconvenience. 

• Initial Complaint

  Date:01/13/2023

  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, A salesman from this company came to my grandma’s door claiming that he was there to upgrade her system. He was told it wasn’t the best time and asked if we could do it another time. He persisted and said it wouldn’t take long at all. After pressuring until we gave in the way he worded things made it sound like the current company sent him out to install new upgraded equipment at no cost. The at no cost was mentioned several times. After being told this would replace the current contract at no cost and all we had to do was send in a letter ( that he wrote out) we had been scammed into signing a contract that was 66 months which was never expressed. Fast forward to the next month we notice a charge from not only the previous company (******) but also this new one (Safe Home). After calling ****** we were told that the letter that was sent in did not cancel her contract and that in order to do this a buyout amount of $937 needed to be paid. I contacted the new Safe Home and expressed this to them and how none of this was ever mentioned to us during the home visit. We were told that we needed to send in an official buyout letter from ****** along with a signed contract and then that amount would be paid. All of this was done in a timely manner and we received a check for $633.73 which left my grandma with a remaining $263.21 that she was responsible for. I told them she is on a fixed income and cannot afford this. I told them how the salesman never explained any of this and actually told us that everything would be taken care of with the previous company. She told me she doesn’t know why they would have said that. She then told me that she had 6 months of deferred payments and that her payment of $58 would not start until Feb 2023. This payment is more than what she was currently paying with the previous and had we known that she would have never agreed to this, let alone ever sign a contract of 66 months. This company took advantage of her.

  Business Response

  Date: 01/16/2023

  Regarding: Complainant: ******** ********** OBO ***** *******
  Your Record Number: ********
  Dear Ms. ****:
  My name is Brandon, and I am the Customer Expectation Manager for Safe Home Security. On behalf of Safe
  Home, I would like to thank you for allowing our office to review and respond to this complaint. I will provide your
  office with our company’s position in the ensuing paragraphs of this response.
  We wanted to let your office know that we have analyzed the complainant’s account history with our office. When
  the complainant entered into this agreement with our office, the complainant participated in what we refer to as our
  Video and audio “Pre-call” survey. This is a Video recorded survey during which customers are asked a series of
  questions designed to ensure that they understand their rights and obligations under their agreements. All of our
  customers must participate in and pass this survey before the physical installation of their systems takes place. It
  should be noted that these surveys are performed by a representative from our call center and not by the sales
  representative present for the transaction. Requiring the calls to take place with a representative from our call center
  is intentional so that a person other than the sales representative may interact with the customer and may present
  the customer with an opportunity to ask questions and/or express concerns to the representative from our call
  center. The questions in our pre-call survey include but are not limited to the terms of their agreement, their financial
  obligations under the agreement, the lack of the relationship between Safe Home Security and their previous
  security provider etc.
  While it is always distressing to discover that a customer is claiming a disparate interpretation of the nature of their
  transaction with our company, we do our best to take the requisite proactive measures to handle such a situation
  when we encounter it. Our primary strategy for ensuring our customers are equipped with the important information
  about their agreement is to require that all customers of Safe Home Security participate in both the aforementioned
  pre-installation survey and a post-installation survey, both of which are recorded. I have taken the opportunity to
  review the content of the complainant’s Pre and Post-installation surveys to determine whether the matters in
  dispute were handled with clarity during this survey. am referring specifically to the customer’s allegation that our
  she was not aware of the terms and conditions regarding her agreement with our company. In addition, the customer
  indicated that she was dissatisfied with the buyout amount that was provided to her to pay out her remaining
  obligations regarding her agreement with her previous alarm company. We have inserted below the text of those
  survey questions that were pertinent to this topic below:

  ** * **** ****** ** ***** ********** ** ***** * ** * *** * **** *** ***** **** ****** ********
  ************ ************************** ***************************
  ******* ******** ** ******* ** ********* *** **** ** ****** ** **** ****** ** ******** *** ************* ********* ********** **
  ******** ******** *********** ** ***** ** ******* ** ****** ******** ** ******** ************ ** ********* ** ******* **
  ********** ** ********** ** **** ** ******** ** ********** ** ******** ** ******** ** ******** ****** **** **********
  ****** ***** **** ******* ** ***** *** ************ ** ************ ** ******* ** *********** ** ******** ** ****** **
  ************ * ********* ********** ** *** ****** ** ******** ********** *** ************** ** **** ** ******** ** **** **
  **************** ** *** ***** ********** ** ********* *** *********** **** *** ****** ******* ** ****** *************** ********
  ***** ******** ******************* ** ************* ** *******
  Question - “Is there anyone including but not limited to an adult child that you would like to consult with or
  to have us contact regarding your decision to enter into your agreement with Safe Home Security?
  Answer – The complainant responded, “Yes”
  The Complainant’s Granddaughter – “ No”
  The complainant – “No”
  Question - “Do you understand that the initial term of your agreement is the number of months listed below?
  66
  Answer – The complainant Responded “Yes”
  Question - “Do you understand that the monthly monitoring rate is the monetary amount listed below?
  $65.99
  Answer – The complainant Responded “Yes”
  Question – “Do you understand you have three days in which you may cancel your agreement for any
  reason or no reason at all?”
  Answer – The complainant Responded “Yes”
  Question – “Do you understand and acknowledge that your first payment displayed below is due and
  payable at the time of the installation of your security system?” $54.99
  Answer – The complainant responded, “Do I say yes to that one”
  The Complainant’s Granddaughter – “her payments should be 0 Though”
  Rep – “They just take the initial one out first, we can have it paid a different day if
  you’d like”?
  Customer – “It’s fine, Yes”
  Although
  Question – “Do you understand that during your deferred period, you will only pay the discounted rate of
  $4.99 per month?”
  Answer – The complainant responded, “Yes”

  Question – “Has your representative made any promises that are not covered on your written agreement
  or during this call, including but not limited to your financial responsibilities, the term of the agreement or
  the equipment you will be receiving?”
  Answer – The complainant Responded “No”
  Question – “Do you currently have an alarm system installed in your home?”
  Answer – The complainant Responded “Yes”

  ** * **** ****** ** ***** ********** ** ***** * ** * *** * **** *** ***** **** ****** ********
  ************ ************************** ***************************
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  Answer – Complainant Responded “No”
  It was important for our office to clarify a matter. The complainant requested that our office speak with another
  person that would assist her. The complainant requested that her Granddaughter assist her. The video recording
  of this welcome call survey demonstrates clearly that the complainant’s randdaughter was standing next to her
  for the entire duration of the survey.
  It was important to us to provide a detailed explanation to your office regarding the comprehensive efforts
  we make to ensure that our customers clearly understand various aspects of their agreements with our
  company. The bolding of this text is exclusively for emphasis. We have genuinely made an effort to
  communicate this information to our customers. We invest a great deal of time and effort to create and
  implement these surveys with our customers. Our strong contention is that we have not only made
  reasonable efforts but have also exceeded our responsibilities in this area. It should be noted that
  customers are always free to ask our call center representative questions during this survey.
  The Complainant has expressed her concern that she was receiving bills from two (2) different alarm security
  companies, one of which is Safe Home Security. It was informed that we would like to try and assist the complainant
  with this matter. However, to do so, we will need the Complainant to respond and provide the following requested
  documentation:
  1. An official copy of the final bill from the other alarm company. This final bill must specify the amount
  due to pay off all of the Complainant’s remaining monetary obligations under her agreement with the
  other alarm company.

  2. A copy of the Complainant’s Agreement with her other alarm security company
  The complainant expressed concern about having only received a payment of $633.73 to be applied toward the
  payment for her remaining obligations on her agreement with her previous alarm company. Please be advised that
  Safe Home Security has also provided the complaint with a certain number of deferred months of monitoring.
  Specifically, Safe Home has provided the complainant with 6 deferred months of monitoring. In this situation, the
  provision of the deferred months was intended in part to assist the complainant with paying the remaining financial
  obligation on their agreement with the other alarm company. Mathematically if you calculate the monetary amount
  of 6 months is calculated as follows:
  6 months X $54.99 per month = $329.94
  Plus
  Amount provided by Safe Home = $633.73
  Total Amount = $963.67

  In addition, the complainant’s agreement afforded her three days to cancel the agreement for any reason or no
  reason at all. n the complainant’s case, the request to cancel was made substantially after the expiration of these
  three days. We are respectfully not willing to agree to prematurely cancel the complainant’s agreement with no
  further monetary obligations at this time. We believe that the transaction was performed fairly and equitably, and,
  as such, cancellation is not merited in these circumstances.
  While we are not able to approve the complainant’s requested relief, we can offer the following options:
  1. The complainant may continue with her service for the duration of the agreement term.
  2. The complainant may arrange for another party to take over the alarm system and service. Upon
  receiving the new party's newly signed agreement, Safe Home Security will release the complainant of
  their obligations.
  3. The complainant may pay the reduced amount of ninety percent (90%) of the balance of their contract,
  and upon receipt of this payment, the complainant’s contractual obligations shall be concluded.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager