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.

If you've experienced an issue

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:12/14/2022
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.
When we purchased our home with **** ********, if we wanted a security system, it was mandated that we had to choose *** home for security. In 2022, **** ******** sold out to Safe Home Security. ( This is what an employee of Safe Home Security told me) I didn't want Safe Home Security as our security system so I attempted to call them and leave messages and no one returned my calls. At that time, I found a new security system from a different company and only heard from Safe Home Security in invoice form after I had installed the new system with another company. When I reached out they told me that I was under contract. I never signed a contract with Safe Home Security and they never returned my calls and the *** home security system was removed and a new system was installed. I spoke to someone through email he stated that I was under contract and I had to cancel the account, which I did, thinking this was then over. I didn't hear from anyone till a letter on October 20 and then Oct 26. After leaving a message with MS V**, she returned my call and told me that she would have to look into this and never called me back but I received another invoice which is the one attached. I spoke to someone today and they told me that I had to pay the contract in full.
Business Response
Date: 12/16/2022
The account has been cancelled without further obligation
Customer Answer
Date: 12/17/2022

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:12/14/2022
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.
This contract has been cancelled since April 2022. I did get confirmation that it was cancelled with no payment due but still keep getting these bills. Please help and make this stop.
Acct # ******
We are afraid this will damage our credit report. Please advise!!
Business Response
Date: 12/19/2022
In response to BBB ID ******** for ****** **********: The account for Mr. ********** has been cancelled with no further financial obligation to him.
Initial Complaint
Date:12/09/2022
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 was affected by the wind storm June 13th that hit ********* in **** ***** severely bad causing us to have no power for weeks; I actually still have no power lines connected to my property. My home was condemned and made to vacate the premises 6/21/2022. I was informed to take out any savable property since there was no electricity and no alarms or anything was working!
I called *** *** **** and was advised to mail in copy of letter of condemnation and cancellation since there was an uncertainty of timeframe of me being in my back in my home.
I was advised I wouldn’t be billed and that I’d probably have to start my service over, they have continued to bill me I’m still not in my home they are just beginning work.
I need this billed to stop I have no electricity the system does not work I can’t use it no one is willing to help when I request upper management corporate no one ever respond.
I don’t feel I should have to pay when I’m not at fault and I’m not able to live there once my home is complete I have no problem.
Business Response
Date: 12/12/2022
To whom this may concern
After reviewing your account with Safe home security. I was unable to locate the official paper work regarding your home deemed unlivable. This documentation is needed in order for our company move further to the resolution for this your account. You can contact your insurance and they should be able to provide you sufficient documentation needed. Please call our company and forward any information that will help in this matter. The email to forward: ************************************
Thank you for your assistance
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because: I have called several times a Shar B**** and I were playing phone tag! In calling the number I spoke with a rude representative which hung up on me and caused me submit the report.
I have sent the paperwork and I’ve been displaced I’ve sent what I still have

Sincerely,

******* ******
Business Response
Date: 12/21/2022
Will this home be repaired ? If it's a total loss we need to see insurance papers deeming it a total loss. If it's being repaired the client can get a 6 month addendum that allows them to pay $8 per month for 6 months and then resume payments.
Customer Answer
Date: 12/21/2022

Complaint: ********

I am rejecting this response because: my home is just beginning to be renovated due to the back up of general contractors I’ve been advised I will be in my home around end of May beginning of June 2023. I never said I didn’t want the service I don’t understand how and why would I have to pay when there’s not even electricity there which mean the system is useless to me momentarily.
Logically help me understand please, that would be like me paying for utilities and having none. I want to pay when I’m able to use it , someone can still strip my home.

Sincerely,

******* ******
Business Response
Date: 12/23/2022
The options are listed. We don't cancel agreements because of client circumstances. It's up to you to call and explore options.
Initial Complaint
Date:12/08/2022
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.
Company has failed repeatedly to properly terminate my account. I have continued to receive contacts from the company via normal mail (requests for updates on emergency contact information) and over the past few months, an automated call from their system saying it failed to ping my home's security system. I canceled my account in writing with them over two years ago. They have confirmed this, and no further payments have been taken, however, they have not stopped contacting me about a system I no longer have for a service I already canceled. Each time I call them to get it stopped, they assure me it has been taken care of and I won't be contacted again, and then I inevitably receive another call or letter. At this point it has become nothing short of harassment. The attached images show the last two contact times by them. They've contacted me more than that but those are the only two I have pictures of. December's contact was edited to blot out my information since that is against your filing policies. Should you need an un-edited copy, please contact me.
Business Response
Date: 12/08/2022
THE ACCOUNT WAS CANCELLED IN IN OCTOBER OF 2022. THE ACCOUNT HAS BEEN CANCELLED WITH THE MONITORING STATION WHICH WILL STOP ALL COMMUNICATIONS.
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because: the account was actually cancelled closer to October 2019. It has taken you over three years to stop contacting me about a cancelled account. If you show it was cancelled this year, you really need to work on record keeping. Please ensure the account is truly cancelled this time and no further phone, text, email, normal mail or any form of communication will be received from your company.

Sincerely,

****** **********
Business Response
Date: 12/14/2022
THE ACCOUNT HAS BEEN CANCELLED, AS STATED IN OUR PREVIOUS RESPONSES. PLEASE CLOSE THIS COMPLAINT
Customer Answer
Date: 12/23/2022

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 assuming they do in fact stop all future communication through all sources.

Sincerely,

****** **********
Initial Complaint
Date:12/06/2022
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.
I entered into a contract with SHS in 2017 as a way to monitor my doors since I had a 4 year old daughter who is disabled and cognitively delayed. It was a 5 year contract and was set to end in September 2022. I have had terrible service with them and the system never once operated as it was supposed to with various door sensors being faulty and not communicating with the system. However, my chief complain is that they renewed my contract with out my permission. Per the original contract (attached) all it states is that I must call in to request that it is cancelled. I called in and made it known i wanted to cancel in October 2021, April 2022, and May 2022 and August. They renewed my contract because they said they never received it in writing. They officially received it in August but claimed it was too late and I was now under contract for another year. I plan on stopping payment through my bank, but I feel this predatory company is not operating ethically and taking advantage of ppl
Business Response
Date: 12/19/2022
In response to BBB ID ******** For ***** *******: Upon review of Ms. *******s account and agreement, there was a call made by Ms. ******* prior to her end date and we at Safe Home Security will be moving forward with the cancellation of her account. Account Specialist, Teri N****, will be contacting Ms. ******* as a follow up to the cancellation request.
Customer Answer
Date: 12/19/2022

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.

I have not received a phone call from them yet, but expect them to follow up regarding it and at this time do not have any other complaints so long as my account is canceled.

Sincerely,

***** *******
Initial Complaint
Date:12/06/2022
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.
I have had this alarm system for over 6 years . After numerous requests to cancel the service they keep telling me my contact doesn’t end until ( they keep adding a year to it each time I request to stop the service. They tell me I have to pay a year worth of contract to stop getting them to bill me . I will have to pay 578.88 to stop them from billing me every month. The account is set up on a bank draft and they will not stop taking the payments out. I have explained to them over and over that my system has not worked in over a year!!! They said I will have to pay the amount and send a cancellation in writing to try and stop this but no one told me this before. I just want them to stop taking the payments out on a system that has not worked in a year . I have called several times and make complaints about the system and nothing is done . Please tell me what to do to stop this
Business Response
Date: 12/16/2022
In Response to BBB ID ******** ***** *******: Account Specialist, Teri N****, has reached out and left the client a voicemail to discuss the matters stated in the complaint. A Safe Home Security technician was scheduled to service the alarm system, the appointment was cancelled at the clients request. Per the terms of the agreement, the account has rolled from year to year as we have not received a written notice of cancellation. Please contact Teri N**** at ************** ********* **** to further discuss the matters stated.
Initial Complaint
Date:11/30/2022
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.
Moved a year and a half ago. Cancelled my Safe Home Security account and was still charged for a year and and half. Cancelled my credit card that was being billed in May. They continued billing me and have turned this in to collections that has been harassing me
Business Response
Date: 11/30/2022
The account has been cancelled, with no further financial obligation to Safe Home Security
Initial Complaint
Date:11/29/2022
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.
My mother, **** ****, who I have POA on was injured and hospitalized on August 15, 2022. My mother, age 84, is no longer able to live alone. After ICU from August 15 - 19, 2022; she went to rehabilitation from August 19 - September and she is now in assisted living under hospice care. I've called several times beginning towards the end of August to cancel this account and have been met with resistance. I've been given different reasonings as to why they will not cancel this account without a full payment of almost five years of the contract. I've offered statements from her physician but to no prevail. Attached is a copy of the email correspondence, finally in mid-September I was advised by a customer service representative to send a copy of my mother's lease which which is required to cancel the lease. I didn't receive any feedback and called back when an ACH of the monthly fee was taken from my mother's account again. I then called on September 30th and was advised of how much we must pay to cancel. At that point, I was advised to email the [email protected] again which I did. I did receive a call in which a message was left, but again no solution except I needed to back the remaining of the contract. At that point, I contacted my mother's bank and denied Safe Home Security from taking monthly ACH payments. Today, I received an email from [email protected] saying my case was closed. I replied to the [email protected] that my case is not closed as there has not been a resolution. I also posted on SHS ******** page of my dissatisfaction in September. I can share how my mother even became involved with SHS which in my option they prey on Elders and manipulate them.
Business Response
Date: 11/29/2022
Good afternoon,
To whom it may concern, I am in review of complaint # 1******* pertaining to **** ******* ****.
In review of the account, I have attached the signed agreement from Mrs. ****.
I have reviewed the call between the daughter and Safe Home Security in which the daughters name was never provided in the call. The daughter states and agrees on her own that she would keep the alarm system in the house until the house was sold.
The daughter also states in the complaint she is the POA to **** ******* ****, however currently Safe Home is not showing any proof of such documentation.
Currently , the total past due balance remains at $121.98.
At this time, Safe Home requires proof of POA documentation she is indeed Mrs. ****s power of attorney.
Please contact me at your earliest convenience to further discuss the account.
I can be reached at ###-###-####
Thank you,
AnnMarie M****
Collections Manager
Safe Home Security
Customer Answer
Date: 11/30/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
The response by Safe Home Security is NOT the information I was given over the phone.
Am I clear in understanding after I submit the POA (again) and pay the $121+ then Safe Home Security will cancel my mother's contract and we will not owe any additional monies?

Sincerely,

******* ****
Initial Complaint
Date:11/28/2022
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.
I was contacted and told that I had won a free **** doorbell camera. However the salesman that showed up advised us that the angle in which our doorbell is set, we would be better off with the **** camera. Long story short, he told us that we would pay $40 monthly for cloud storage. (That was a lie because at the time **** was not charging for cloud storage, furthermore once **** began to charge for storage we did not have access to any videos since Safe Home provided us inoperable equipment since our monthly fee for the supposed cloud storage was not in fact giving us cloud storage. Mike also said we had the option of cancelling service after the first year. We have had a ton of issues with the **** app and our security system. Then when we were finally able to contact customer service we were advised that we are unable to cancel service without buying the contract out. We stopped having access to our cameras during the start of COVID and were advised by the business that we would be reimbursed for the months we didn’t have access. I have been trying to contact them multiple times throughout the year and customer service never picks up, I’m sent to voicemail as soon as I call. The salesman Mike (probably an alias) was a liar and the company is just as bad since they don’t typically get back in touch with you.

It is now almost 2023, I also have sold and moved from the home and this issue has not been resolved, I have not been refunded for anything like the company stated they would. Is there any repercussions for the security company failing to provide functional equipment?

My previous address is *** * **** ** ********* ***
Business Response
Date: 11/29/2022
To whom this may concern
This customer has been with our company since July 10, 2019 when a 66 month monitoring agreement was signed. The cameras that were purchased as an add and separate from the monitoring agreement. this customer move from the primary address however 90% obligation is due in order for the customer to close the account with no further obligation. A settlement of the amount of 1397.70 would need to be paid for this account to be satisfied. Other option are available to our customer. Please don't hesitate to call to resolve this account. The number to contact ###-###-#### ****
thank you for your assistance
Initial Complaint
Date:11/18/2022
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.
Good day,
I need my GC2 alarm control panel IMEI communicator number released.

My account number ****** with Safe Home Security was to be closed on October 9, 2022 including releasing my IMEI number. My contract ended.

I purchased my 2GIG GC2 control panel. I own it.

Jake D****** sent me an email on October 12, 2022 saying in part "The account is in the process of closing. However, it does take up to 30 days for everything to be fully closed and the IMEI number to be released."

I need to know when my control panel communicator IMEI number will be released. Today is Thursday November 17, 2022.
Business Response
Date: 11/18/2022
The account has been cancelled, which automatically released the IMEI number.
Customer Answer
Date: 11/20/2022

Complaint: ********

I am rejecting this response because: I'm still getting emails from SafeHomeSecurity when I set my alarm and when I disarm my alarm. I will do some checking. Thank you.

Sincerely,

******* *******
Business Response
Date: 11/21/2022
The code is released once the account is cancelled, which it has been
Customer Answer
Date: 11/22/2022

Complaint: ********

I am rejecting this response because: I called my new monitoring company. I left a message. Yesterday I removed the communicator from my control panel. My alarm works great locally. And I no longer receive emails from SafeHomeSecurity saying my alarm was armed and disarmed and other messages. That's all for now. Thank you.

Sincerely,

******* *******
Business Response
Date: 11/23/2022
this has been resolved. Please close complaint as such

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Safeguard America is NOT a BBB Accredited Business.