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

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

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Submit a Complaint

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:01/09/2023
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.
We have been trying since Sept 2022 to get someone to service our security system that does not work anymore apparently bc it needs them to replace a part. We have called and even promised that they would be out on numerous occasions that was no shows after we waited for them for hours. We continue to pay them every month for their service but can not get anyone in the company to rectify this situation. We have tried to be patient but apparently they cannot service our area.
Business Response
Date: 01/10/2023
This service is scheduled for today 1/10/2023
Customer Answer
Date: 01/11/2023

Complaint: ********

I am rejecting this response because: They did not show up on 1/10. They were scheduled from 9 to 1, did not show....then they told me 1 to 5, which I had told them, no one was available. So they (*******) told me someone would be out after 5:30. Well no one came out. I called again last night and their automated system just put me into voicemail. I left a message and no one called me back. They just do not call or communicate their plan of action. I have asked them to end the contract and we can just walk away. They cannot provide service in ****, based on the past 3 (going on 4) months. Their service is non-existent.

Sincerely,

****** *****
Business Response
Date: 01/11/2023
We have coordinated with the client and with his approval the job is reset to 1/19/23.
Customer Answer
Date: 01/11/2023

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. Provided that the company successfully provides this service. Until that happens I do not consider this resolved. They have a history of not providing what they commit to.

Sincerely,

****** *****
Initial Complaint
Date:01/04/2023
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 moved from the property where the alarm system was installed. I am still being charged 2 years later. I have sent letters to the company including a copy of the paperwork regarding the sale of the property and I am still being charged . I continue to call and still no results. I'm still being charged.
Business Response
Date: 01/12/2023
The account has been cancelled with no further financial obligation to SHS
Initial Complaint
Date:01/04/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When they installed my system they did over $1000. Damage to my house after seeing the damage we agreed to settle on a $500. Credit on my account and a $500. Reimbursement for the damage. When I did not get anything they told the guy who make the deal he is no longer with the company and they would look into it and I should call back. I call for a month and left a messages never called me back. after months they call me ,told me I had my choice get the $500 credit or a $500 check not both I told them that not was agreed. They told me take it or leave it
Business Response
Date: 01/05/2023
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 allowing our office to review and respond to this complaint. I will provide you
with our company’s position in the ensuing paragraphs of this response.
We have performed a further review of the complainant’s recent correspondence pertaining to the damages he
alleges were sustained in his home at the time of the installation of our company’s equipment. We wanted to insert
the text of the pertinent provisions of section 7 of the complainant’s agreement, entitled “ nstallation of ystem” as
follows:
“We will take reasonable precautions to avoid concealed obstructions but have no means of determining
with certainty if they exist. Therefore, any costs incurred to repair pipes, wires, or other obstructions, and
any resulting damaged walls, ceiling, floors or furnishing shall be your sole expense and responsibility”.
The complainant has provided our office with images of the damages he claims were caused to his home during
the installation process as well as two quotes on the amount it would cost to repair the damage. After review, our
office informed the complainant on October 18, 2022, that Safe home Security would provide a one-time payment
of $500 which would be sufficient to cover the total cost of the damage done to the complainant’s home at the time
of installation. However, the complainant’s account had a past-due balance. The complainant was informed that
until the past due balance for our service was paid, we would not be providing the aforementioned payment of $500.
It is our understanding that the complainant may be under the recent impression he would be receiving a credit of
$500 and a check for $500. Please be advised that if this was the complainant’s impression, this is not correct. In
an effort to alleviate any possible confusion, we wanted to clarify that we will offer a one-time payment of $500
towards the damage done during the time of installation. We respectfully do not believe that the damage done to
the complainant’s home exceeds the total amount of $1500 or $950 as stated in the quotes sent to our office by the
customer. Be aware that the $500 payment will not be processed until the past-due balance of $425.94 is paid and
the complainant’s account has become current.
Based on the facts and circumstances of this case, we are more than willing to provide the complainant with a onetime
payment of $500 as full compensation for the damage done to the home. However, the aforementioned past
due balance of $425.94 must be paid. We would offer the complainant the following options:
1. The complainant may pay the full past-due balance of $425.94 and receive the full credit of $500
2. The complainant may use part of the $500 towards the past due balance and make one payment of his
monthly monitoring rate of $55.99 which would leave the complainant with a balance of $18.07 towards
the damages for his home.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.

Customer Answer
Date: 01/06/2023

Complaint: ********

I am rejecting this response because
I HAD OVER $1000. WORTH OF damage(gave them two estimates and their rep. Came over and seen the damage. WHY WOULD I SETTLE FOR $500. when I had over $1000
In damages
:

Sincerely,

******* **********
Business Response
Date: 01/12/2023
Regarding: Complainant: ******* **********
Your Record Number: ********
Dear *** ****:
We have received the complainant’s response rejecting the resolution we had provided in our initial response to the
complaint filed by the above-referenced complainant. As we previously mentioned, we have performed an initial
and now further review of the complainant’s recent correspondence pertaining to the damages he alleges were
sustained in his home at the time of the installation of our company’s equipment. We felt that it was relevant that
we share with your office the text of the pertinent provisions of section 7 of the complainant’s agreement, entitled
“ nstallation of ystem” as follows:
“We will take reasonable precautions to avoid concealed obstructions but have no means of determining
with certainty if they exist. Therefore, any costs incurred to repair pipes, wires, or other obstructions, and
any resulting damaged walls, ceiling, floors or furnishing shall be your sole expense and responsibility”.
Notwithstanding the fact that Section 7 of the agreement which the complainant signed provides that the damage
the complainant is claiming is his own responsibility, we still were willing to review the quotes provided by the
complainant for consideration for possible payment to be responsive to the complainant’s concerns. However,
based on our industry experience, we respectfully believe that the quotes provided by the complainant greatly
exceeds the costs reasonably associated with this type of matter.
Once again, we are more than willing to provide the complainant with a one-time payment of five hundred dollars
($500.00) as full compensation for the damage done to the home. However, the aforementioned past-due balance
of $425.94 must be paid. We would offer the complainant the following options:
1. The complainant may pay the full past-due balance of $425.94 and receive the full credit of $500
2. The complainant may use part of the $500 to be applied toward his past-due amount of $425.94 and
make one payment of his monthly monitoring rate of $55.99 which would leave the complainant with a
balance of $18.07 towards the damages for his home.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Customer Answer
Date: 01/18/2023

Complaint: ********

I am rejecting this response because:they told me in the beginning that they would pay me $500.and give me a #500 credit they have done nothing. They did a lot of damage to my home. The technician stood on my washer and bent the lid, they sent a rep out to look at the damage
he agreed to the payment and the credit.they have did notthing

Sincerel

******* **********
Business Response
Date: 01/26/2023
Regarding: Complainant: ******* **********
Your Record Number: ********
Dear *** ****,
We received the complainant’s latest rejection. I am aware of the customer's complaint regarding alleged damage
to their home. Our company has made a fair and reasonable offer of a one-time payment of $500 to resolve the
issue. However, the customer has refused to accept this offer. As a company, we have done all that we can to
resolve the matter and will have to close the file if the customer continues to refuse our offer.
We take compliance seriously and have followed all necessary protocols in handling this complaint. Thank you for
your attention to this matter.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:01/04/2023
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.
In December 2021 my alarm system started beeping around 2:30a.m. I tried several times to disconnect/turn the system off and called the Safe Home Security 24 hour service number for help. After 2-3 hours attempting to turn the system off and without reaching someone from the SHS 24 hour service, I pulled the system out of the wall. I continued to call SHS for the next week or so, but with no response. My account is paid every three months, and when this occurred, I had just paid my account through March 2022. I wrote a letter to SHS explaining the issue and requested the service be cancelled. I did not request a refund. I received a form letter from them stating that I had signed a contract and it could not be cancelled. Nowhere in this form letter did they reference the fact that I no longer had a working system, nor did they indicate they would send someone out to repair the system. I received another invoice for April-June. I then wrote letters to SHS's CEO, attorneys (via certified mail - it was received) and any other corporate addresses I could find for them. No response. In November 2022 a representative from SHS called and asked me if there was a problem with my system that they showed it was not working. I explained what had happened and again requested the service be cancelled. In December 2022 I received another invoice. I believe that SHS provided me with false information by stating I could cancel my service any time and that I had access to assistant 7/24. Therefore, I believe SHS voided any contract I may have had with them by (1) not being available when I called them that morning; (2) not responding to my correspondence; and (3) knowing the system did not work and not attempting to remedy the problem. I request my account be closed and any contract they think they may have with me be cancelled.
Business Response
Date: 01/09/2023
In response to BBB complaint ID # ********, a contract was
signed by ***** ********* on May 5th, 2020 for a term of 39 months
at a rate of $34.99 per month. Per the contract signed, you acknowledged you
understood all terms, including the cancellation policy which states the
customer has until midnight of the third business day to cancel without
penalty.

Your complaint mentioned that you thought you could cancel
at anytime, and due to lack of communication from Safe Home Security in
December 2021, you sent in a request to cancel. Unfortunately, the date on your
cancellation request was not within the first three business days of your
contract signed, therefore, the only way to fully cancel the account would be
to fulfill the buyout payment.

Safe Home Security will accept $720 to close your account,
or alternatively, we would be happy to enroll you into an amnesty program to
reinstate your service and paying only the current back balance due.

I look forward to hearing back from you.

Thank you,

Cassandra W****

Resolutions Asst. Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ******** *****
**** ***** ********
Customer Answer
Date: 01/11/2023

Complaint: ********

I am rejecting this response because:
This is unacceptable to Mr. *********, as I still believe the company violated any alleged "contract" he may have had with them when they did not answer his calls about the alarm constantly beeping during the early morning of that day in December 2021. At this time I would like to request a copy of the alleged "contract" be mailed to ********** ******* *********** **** * ******, Attn: ****** **** *** ****** ****** ** *****. You stated in our conversation that SHS records all of their telephone calls with clients and you could check to see if there was one, otherwise there was no proof that calls were made to your 24/7 service. As stated in that conversation, if no one answered the phone, then there would not be a record of a call. Therefore, you have no proof calls were not made. Obviously, SHS thinks it's okay for them to not adhere to their contracts, in essence voiding the contract, but not a client. The only acceptable response to this complaint is that the alleged "contract" be cancelled immediately and that Mr. *********'s account be marked closed. I believe that your salesman took advantage of a 90 year old man in telling him he could cancel his service at any time. Mr. ********* was not given a copy of the alleged "contract", so he would not have been able to review it and cancel within three days. Not to mention, at the time the system was installed, Mr. ********* would have had no reason to cancel the service, as he believed he was dealing with a trustworthy company and there had been no breach of the SHS contract within three days. Again, Mr. ********* is rejecting this response, and asked that SHS please forward a copy of the alleged contract signed by Mr. ********* to the above address.

Sincerely,

***** *********
Business Response
Date: 01/23/2023
Please refer to our previous response, our stance has not changed.
Initial Complaint
Date:01/03/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a contact with Safe Home Security, and the panel malfunctioned in August 2022. The technician said we had to purchase a new unit for $300 because of the Manufacture failure on September 3rd, 2022. I was miserable having to pay for a service and the security panel not working. It was blacked out. The technician told us someone would call, but we are still waiting for someone to do so. Then on December 23rd, I contacted the Safe Home Security company to ask about canceling the service. I spoke to Memphis B., and he told us he could replace the unit at no charge. So I agreed to stay with the company, and Memphis told me he would call me back on Tuesday, 12/27, but he failed to call me. On 12/30/2022, Memphis called me back and told me he would send a document to replace the unit and to go and sign it. Once I logged into the electronic signature, I started reading, and to my surprise, he extended my contract for another year without telling me. I confronted him about the contract and told him he Never mentioned the extension for another 12 months because if he did, I would have never agreed to the extension. I was misled into getting a new panel without telling me all the details. I had my son as a witness when I talked to Memphis B. on 12/23. I almost conned into another contract, and All I wanted to do was cancel my service. Please have someone listen to Memphis' call on 12/23/2022 because Safe Home security lied to me because and I felt taken advantage of.
Business Response
Date: 01/16/2023
In Response to BBB ID ******** for ******* ******** **** * *** *** ******** ** *****: We at Safe Home Security have reviewed the complaint. Upon review of the complaint and the account for Ms. ********, we at Safe Home Security will being honoring the clients request to cancel and will be cancelling the account with no financial obligation from the customer.
Customer Answer
Date: 01/18/2023

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:12/28/2022
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.
I had a security system installed in my home Sept 2017. Paid this in full Sept 2022. In February 2022 they started calling asking me to renew my services. After numberous phone calls still nothing. I have emailed them - per their request and still nothing. This is the response I received: Looks like the expiration date is 09/11/2023 so 90% of the remaining balance can be paid to close the account. If we can lower your payment to $70.99 a month, give you 3 free months and upgrade your system for free, would you consider continuing the services?
I just want the service (whatever that may be) and invoices to stop.
Business Response
Date: 01/05/2023
In Response to BBB ID ******** for ***** ******* Safe Home Security Account Executive, Lynda C******, has reached out to Mrs. ***** ****** to discuss the matters states. Ms. C****** informed the client that there is an agreement in place through September 2023. Due to Safe Home Security not receiving a written or emailed cancellation request from the client, the account entered an auto-renewal period for 12 months, as stated in section three (3) of the agreement. Safe Home Security is willing to service the clients system and upgrade the system at no extra charge to the customer, an agreement for 36 months minimum is required. To set up the upgrade please call ###-###-####.
Customer Answer
Date: 01/09/2023

Complaint: ********

I am rejecting this response because:
When I spoke with Bret in February 2022, I clearly stated that I did not want to renew or continue the service. I ask that the sevice be cancelled. Bret just continued on with options available to continue the service. Never did he advise that I must submit cancellation in writing. When I received an invoice in the mail in November, I sent an email to Bret to contact me becuase I thought the contract was cancelled. He did not respond for weeks. In the meantime, I went on line and found a email address and sent a request to cancel again.
When I spoke with Lynda last week, she said "I don't care if you pay or not, I'm just trying to upsell you.".
Per the contract , item #3 it also states:  Customer may cancel this Agreement by calling Company at least thirty (30) days before the end of the then-current term. If cancelled, this Agreement ends on the last day of the then-current term.

I feel the cancellation request on the phone with Bret in February plenty of notice.

Sincerely,

***** ******
Business Response
Date: 01/17/2023
BBB ID ******** We at Safe home Security will be closing the account without any further financial obligation from the client.
Customer Answer
Date: 01/18/2023

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:12/23/2022
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 an issue with all security alarm sensors in my home for the last month and a half. Call the company weekly and sent two emails regarding this issue. Never get a response back. Requested to cancel my contract due to the fact that they can not help me resolve the issue because they do not have service techs in my state of **, as I was told from a customer service rep. They claim if I cancel I need to pay 90% cancellation fee but they have not fullfilled the contract since I am not able to use my alarm system. That is a breach of contract as far as I'm concerned. I should not have to pay for service that I am not receiving. The alarm system is also for fire and if there is an incident in my home while I am out, the alarm system will not notify first responders since every sensor in the home is not operating. It's a safety issue for me and my family.
Business Response
Date: 01/03/2023
In Response to BBB ID ********: Dawn D***** one of Safe Home Security's Senior Account Executives, has been in contact with the client regarding the service appointment. Ms. D***** was able to schedule service for January 3rd, 2023 with Safe Home Security technician Nathan W********.
Customer Answer
Date: 01/04/2023

Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:12/21/2022
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.
After renewing a contract in early 2021, we unexpectedly had to sell our house. Calling to discuss with the company they were unwilling to assist unless I was able to bring the equipment with me. I attempted, but the new owners of our home were unwilling to give it back, or set up service with the security company.
Continuing to pay monthly, I called back regularly to ask for assistance.
After 1 year, June 2022, the alarm was set off at the house with the equipment triggering calls to me and my family members from the security company. When I shared they had no responsibility to the new homeowners, as I was the one paying the bills, I spent the next 2 hours on the phone with reps asking for a resolution. I was told that night on the phone that he had gotten approval for me to make 2 more payments, and the contract would be cancelled.
I submitted the request in the exact format they told me, including the Settlement Document from the sale of our home, and never got a response.
I continued to reach out regularly to check on the status.
In September when the payment was taken from my account, I reached out to my bank to block the future ACH payments.
Getting a phone call from the company in November, a rep reached out to me.
While on the phone, she read the notes in my account and read aloud the notes stating that only 2 more payments would be required after June 2022 to cancel the account,
On December 9th I received a bill for $1,085.26.
I've called the company twice to discuss this, and am being told I can only talk with 1 person about my account and they have yet to return a call.

I feel I have paid more than necessary, and they need to honor what they say.
They have been so difficult to work with and they have received thousands of dollars over and above what they have provided in equipment and service.
Please help!
Business Response
Date: 12/21/2022

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

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

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

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

I am in review of
the BBB complaint made via Mrs. *****, submitted on 12/21/2022

In review of Mrs. *****
account, according to the date of the signed document of sale, the account has
ben paid to date of sale.

An employee of Safe
Home Security is actively working with Mrs. ***** to discuss the findings.

If Mrs. ***** would
like to further discuss her account, please have her contact me directly at my
number below.

Thank you kindly.

Thank you,
AnnMarie M****
Customer Service manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ******** *****
**** *************
Customer Answer
Date: 12/22/2022

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:12/21/2022
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 original home security company *** **** ********** sold my account to the safe home securities without my consent. When I requested a service from safe home this July when I was still under warranty, they refused to provide the service for free. Also, I signed the original contract with the *** and do not want to continue the relationship with safe home, safe home refused again and require me to pay off the remaining contract even when they cannot provide me the service.
Business Response
Date: 01/03/2023
In Response to BBB ID ********: The client is being held to the agreement that was signed with ***, should the customer wish to cancel the agreement, they would be responsible for the early termination fee. We at Safe Home Security are not against servicing the location and would be willing to send a technician, however, there is a past due balance on the account that would need to be taken care of before we are able to schedule the appointment. Please call ###-###-#### process the payment so that we may send the technician.
Customer Answer
Date: 01/09/2023

Complaint: ********

I am rejecting this response because:
I initially signed up the service with *** which is not Safe Home Securities. When the company bought out the contract from my previous servicer, I should have the right to discontinue with the service and terminate the original contract without paying the early termination fee. I did not get the letter from them and they did not even get the consent from me to continue the service.
Also, the initial contract includes the one year warranty that is free to do a maintenance service. However, I was asked for $89 when I asked them for a maintenance service.(The record of the service is included in the attachments) Therefore, Safe Home broke the original contract and did not provide me the service at the beginning even I did not owe them anything.
Moreover, Safe home representative called me last week and lied to me that the service will continue for another 5 years while I have the original copy of the contract showing that it will only last for 3 years in total which should end in July, 2024.

Sincerely,

***** **
Business Response
Date: 01/17/2023
Please refer to our previous response. The client is being held to the agreement signed with *** that was sold to Safe Home Security.
Customer Answer
Date: 01/23/2023

Complaint: ********

I am rejecting this response because:
The contract I signed clearly indicates the service should be provided by ***.

Sincerely,

***** **
Business Response
Date: 02/03/2023
As stated in our previous response, we at Safe Home Security are not against servicing the location and would be willing to send a technician at no cost to the client, however, there is a past due balance on the account that would need to be taken care of before we are able to schedule the appointment. Please call ###-###-#### process the payment so that we may send the technician.
Initial Complaint
Date:12/16/2022
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.
I have been trying to cancel service agreement with Safeguard America, and Homesafe Security System since Dec. 2021.
I have followed their instructions for doing so. I paid a payoff fee required by them of $359.91 in August 2022 to Safe Home Services with their representative "Mitzuki" over he phone with our ***** ***** **** credit card "08/15 08/15 ***************** SAFEGUARD AMERICA ************ ** 359.91" and asked for a receipt via email confirming our transaction. She said she was accomplishing this immediately. But never did. She did give me a confirmation #******.
We continued to receive irritating automated service calls and a service bill. I called and they said it is just taking longer than the billing cycle. I have sent them 3 letters in writing and 2 phone calls (act confirmation # kept changing with each call. Also refer to # ******, & #******.) for them to cancel, cease and desist over the last year, which they say they have done so, but I keep getting bills and automated calls. I can not get them to comply, they keep telling me yes they will immediately, but no receipt or written acknowledgement as yet as they keep promising that they will. It has now been 1 year trying to make them go away. I want a written receipt of cancellation and for them to leave us alone completely.
Business Response
Date: 12/16/2022
Please be advised this account was closed with no further financial obligation, in August of 2022.
Customer Answer
Date: 12/20/2022

Complaint: ********

I am rejecting this response because: we are still receiving billings each month as recent as this month with added late charges for not paying. We are also still receiving annoying phone messages that they keep trying to ping thier failed alarm system. We also want it in writing from them (that they keep promiising) that our contract with them is resolved.

Sincerely,

**** *******
Business Response
Date: 12/20/2022
PLEASE LET THIS SERVE AS WRITTEN CONFIRMATION THE ACCOUNT HAS BEEN CLOSED. ANY BILLS CAN BE DISREGARDED
Customer Answer
Date: 12/21/2022

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,

**** *******

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Safeguard America is NOT a BBB Accredited Business.