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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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:11/15/2022
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.
We've been trying to get Safehome Security out to our home for over 7 weeks to check and fix our security system. This entire time we have been paying for a system that has not completely worked. I have had over 14 communications with the company and nothing has been done. We found out the neck pendants and security system did not work during my mom's medical emergency. We hit the neck pendant and the emergency squad did not come. We had to take valuable time and call EMS ourselves. It could have been a fatal mistake since my mother has diabetic issues & hit below 50. My mother wears the pendant diligently at home especially since she is alone. I have attached the email I sent to Safehome explaining why we would like to be let out of our contract since it's been over 7 weeks since they can get a technician to our home to even look at the system (I was told the person overseeing **** has quit and they no longer have someone servicing the area. They have to wait until someone from another state has enough work to be added). I understood they would try to reset the neck pendant remotely. But they rebooted our system which now no longer announces which door is open. They sent us new key phobs, we need our neck pendants working. I have called numerous times and have been told someone will get back with me. I am still waiting for calls back. The last straw was when my husband was helping take out the trash and opened the door and the alarm went off. It took my mom longer than usual to turn the alarm off. We did not receive any phone calls about the system. My mom received a stinking text. How if it's a medical emergency is she supposed to be able to answer a text? I am to recieve communication if she does not answer, none came.
My mom does not feel safe in her own home. The security she is paying for let her down in a critical moment. She wants out of the contract so she can have reliable service. I get no response only sent from one person to another.
Business Response
Date: 11/25/2022
In Response to BBB ID ******** for ***** ********: Thank you for bringing this matter to our attention. We at Safe Home Security have been in contact with the customer and had a service appointment scheduled for Monday November 28th, 2022 for a technician to service the alarm system. As of Friday November 25th, 2022, the appointment has been cancelled per the customers request. We at Safe Home security are prepared to service Ms. ********'s system should she wish to have the technician out to her location. Should Ms. ******** wish to move forward with cancelling her account, the terms of the agreement must be met.
Initial Complaint
Date:10/31/2022
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.
We signup with SafeGuard America for security system, in the latter part of last year. The system only worked for three months. We made a phone call to the company, notifying them the system not working. I was told that they did not have a tech available but they will have someone to call me. No contact for four months. I requested a cancellation on the services. I was told a service tech will call, they will credit the bill. No one call until on oct 26 2022, still saying they will have a tech to come out. I was told by a manager on today which is the 28th of Oct., I cannot cancel due to the contract. If I pay a late fee that the other payment can be discussed. I said, sir we have not had working services for 7 or 8 months and you want us to pay you. He said, “Yes”.
Business Response
Date: 11/04/2022
In Response to BBB ID ********: Thank you for brining this matter to our attention. We at Safe Home Security are fully dedicated to assisting *** ******* with this matter. Customer Service Manager, Jacob D******, will be reaching out to the customer over the next 2 to 3 business days to assist in resolving this matter.
Initial Complaint
Date:10/31/2022
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.
Safe Home Security signed me up on a home security contract for 5 years without my knowledge that I was on a 5 year contract and never provided me with a copy of a contract until 5 years later. A salesman from the company came to my house and took a check from me but never not once did I sign anything but my check to get started. He never told me that I would have a contract with Safe Home Security. I am am a senior citizen and I feel very strongly that this company has created a bogus contract and took the signature from my check to apply to a contract. October of 2022 was supposed to have been the end of my contract per the company. I called in October 2022 to ask them to shut down my account and was told they could not do that. I asked why and the lady told me I was not listening to her and hung up the phone on me. My daughter called them as was told that i needed to give them a 30 day notice and did not so the contract was extended automatically for another year. My daughter told them that they never provided me a contract to know this and the representative told my daughter that the sales team will do that sometimes. However, the company will not allow her to close out the contract as I would have to buy the contract out. The company is totally wrong because I personally never signed a contract on my check to the salesman and I was never provided a contract to know the terms. My daughter was sent a copy of this bogus contract weeks ago via email.
Business Response
Date: 10/31/2022
THIS IS A VALID AGREEMENT/ACCOUNT. IT WAS NOT UNTIL THE CUSTOMER CALLED TO CANCEL AND WAS NOT ELIGIBLE, IT BECAME AN ISSUE. THE OPTIONS ARE TO PAY THE BUYOUT OR PAY TO TERM
Initial Complaint
Date:10/28/2022
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.
Earlier this year, a salesperson came to our door professing to be with *** Alarm company and said he wanted to upgrade our alarm system. After I agreed to let him install security systems at our two (2) rental properties in ****** ******* **, I discovered that he misrepresented himself, and he was with Safe Home Security instead. The installations at our rental properties were never completed. The technician didn't complete either installation and reeked of alcohol. He promised to return the next day but never returned. Numerous calls were made to no avail. I continue to receive bills monthly for service that never worked. I have attempted several times to cancel service but was told that I either had to pay 90 percent of the remaining five (5) years or move the systems to other locations. Neither alternative is acceptable to me. I want SHS to stop billing me for service that we never received. Any assistance that you can provide would be appreciated. Thank you for your help.
Business Response
Date: 11/08/2022
Good morning,

In response to BB Complaint #********

***** and ****** we apologize for any inconvenience you are experiencing.

The sales rep is associated with
Safeguard Security and the technician who went out and installed your system is
no longer employed with us. I believe in April of this year we were made aware
that cameras were not completed due to wifi issues and the technician did come
back and install these for you.

We have licensed technicians in the
****** ******* area in *******, and can get a technician over there as your
earliest convenience. We want you to feel safe and protected.

Julianne M******
Payroll/HR/Office Manager
Safeguard Security & Surveillance, Inc.
*** ********* *****
******* ****** ** *****
******* ***** ************
**** ****** ***** ******** *****
**** ***** ********
**********************
Initial Complaint
Date:10/27/2022
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 signed up for a security service back in 2013 since then it has changed names many times. Over the past 6 months we have sold our house and moved and have been trying to cancel our service. We tried to figure out who our security company was due to not having any paperwork on file on who we were now paying for the service. We did not receive any paper bills, as we were on an auto withdrawal program. we contacted our bank and they did not have any information on the charges so we decided to put a stop pay on the charges. It was then that we started getting phone calls and mailings about not paying our bill. I contacted them and said I wanted to cancel and they said I was in contract and would have to pay almost 600$ to do so as well as provide a written cancelation statement. They then stated I have been a customer since may of 2017 and doing the math and deciding that was more than 61 months ago they decided I was only in a 12 month rolling contract and insisted that starts in November. So they then Changed my payoff amount to 400$. I explained to them most of the equipment did not work and I could not get it fixed and have now gotten two different payoff amounts. They assured me first step was to get them an email saying I wanted to cancel my service and then call back. I did that and called back and the next person gave me another dollar amount for my payout.
I just want to cancel my service and be done with this company.
Business Response
Date: 10/28/2022
If the home is sold you would only owe until the date of sale. Can you send in the settlement statement ?
Customer Answer
Date: 10/28/2022

Better Business Bureau:

I have attached the original settlement statement that they sent me saying I will need to pay almost 600$ to buy out or the 12 month contract. This is the only paperwork I have received from SHS. I agree it should only be paid up until the house was sold of even a little after but I do not think safe home security is goin to allow that to happen.
thank you
*****
Initial Complaint
Date:10/25/2022
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.
We purchased the security system with camera almost 3 years ago. A month in the entire camera system stopped working. We requested service over 6 times at this point and today I requested a service cancellation. The service representative said I’d be charged over $1000.00 penalty for ending service early. I’ve only received full service for one month out of three years. I’m paying for a product that I am not getting and the company has been avoiding fixing the problem but has no issues taking a monthly paymemt
Business Response
Date: 11/04/2022
in response to BBB ID ********: Safe Home Security Manager, Dawn D*****, has reached out to ***** ******* to assist with this matter. Upon calling Mr. *******, Ms. D***** was informed that it was not a good time to discuss the account.
When the time is best for Mr. *******, please call ###-###-#### for further assistance with this matter.
Customer Answer
Date: 11/09/2022

Complaint: ********

I am rejecting this response because:

I told ms D***** to give me a call after Tuesday bc I was in school till 1800. I will not call to be out on hold for an hour for someone who cannot assist me

Sincerely,

***** *******
Business Response
Date: 11/17/2022
Please provide the best dates and time frame that would be best for Ms. D***** to contact you and we will reach out during that time.
Customer Answer
Date: 11/18/2022

Complaint: ********

I am rejecting this response because: days available are fridays after noon mondays/wednesdays after 3:00 pm tuesdays after 5:30 pm, and thursdays after 4:00pm . I’m in school everyday.

Sincerely,

***** *******
Business Response
Date: 12/05/2022
Thank you for the information, we will be in touch during the times provided.
Initial Complaint
Date:10/24/2022
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 have recently sold my house in which I have a Safe Home Security Alarm, motion sensors, window sensors, door sensors and broken glass sensors. I was sold the package on 8/18/2020, The salesman knew I didn’t want my rate to go higher than my current ******** Alarm system. He told me he could secure the rate at $44.99 for 61 months, then crossed that out and put 66 months.
Having sold my house I tried to cancel my policy because I wasn’t in the position to take the whole alarm and accessory items with me to my boyfriends home, he already has his own security equipment. I called SHS many many times and just got put on hold for hours, no one answered. I texted them as their recording suggested but again, no one called me back. When I finally just chose a menu item that wasn’t associated with cancelling my policy, someone answered. I was told that I couldn’t just cancel over the phone, even though “cancelling your policy” was one of the options, I was told I had to email “********************** of my intention to cancel my policy, stating my name, address, phone number associated with the account and the reason for cancelling. I was told I would get a call back to discuss my cancellation before it would be actioned. I emailed twice and both times after 36 hours, the emails got returned to me saying they couldn’t be delivered.
My home buyer asked if they could take over the alarm policy as they would like to keep it operational, I called SHS customer service and asked how the new home owner can take over my account and continue the monthly payments. The operator didn’t know the answer so asked her supervisor, she then relayed to me that the new owner cannot take over my account and that since I had a 66 month contract, I would have to pay 40 more months @ 44.99 and the new owner would have to open a new account and pay for the exact same equipment. This is a horrible scam, double dipping with no way to cancel at any time that they will acknowledge or honor.
Business Response
Date: 10/25/2022
The client paid a reduced buyout on the contract and the complaint has been resolved.
Customer Answer
Date: 10/26/2022

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:10/24/2022
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.
Called to cancel service in 2019 and was told my contract was not up till 2021. To cancel they say you have to pay the full price for all the months till the contract date is up. The woman told me she couldn’t cancel my service, but could give me 3 months free and lower the monthly payment by $3, Then I could cancel in 2021. So I called in 2021 and they informed me that this previous change entered me into an additional 5 year contract… now I am stuck paying for a service I do not use. With no way out other than paying in full for the contracted timeframe.
Business Response
Date: 11/02/2022
In Response to BBB ID ********: Thank you for bringing this to our attention We at Safe Home Security are fully dedicated to contacting ***** ******* and resolving this matter. Customer service Manager, Jake D******* will be contacting Ms. ******* to assist in providing a solution.
Customer Answer
Date: 12/15/2022
they have called twice and i've missed the calls, returned them both and tried calling again and have not heard back. i have yet to speak with anyone from this company and am still trying to get the issue resolved.

thank you

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

********* ****** ***
Business Response
Date: 12/24/2022
Please provide a date and time that would be best to reach you.
Customer Answer
Date: 01/04/2023

Complaint: ********

I am rejecting this response because:
The complaint has not been resolved

Sincerely,

***** *******
Business Response
Date: 01/16/2023
In Response to BBB ID ********: We at Safe Home Security have reviewed the account and will be honoring the request to cancel the account. The account will be cancelled with no further financial obligation from the client. Please allow up to 30 days for this process to be completed.
Customer Answer
Date: 01/22/2023

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:10/18/2022
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 received a request to extend my contract with Safeguard America back in July 2020. When I spoke with the rep Eric P***** he said I would continue to be billed on a month to month basis. He suggested extending our contract to get the best price and he offered to upgrade our system. I have a unsigned copy of the contract and emails from Eric to myself confirming. The pandemic hit and I put this on the back burner and continued making a monthly payment until earlier this year. I reached back out and at the beginning of August or late July and confirmed I was month to month and was told if I wanted to cancel, I would need to put it in writing and I was given an email address which I emailed the same day. I was told another dept. (retention associate) would contact me in 10 days to finalize my ending our relationship and give me a final bill. I did just that, but 30 days went by without a call, so I followed up with Safeguard again and was old someone would be in contact with me and I was told to just wait it out. After 2 months, I got tired of waiting and sent them another email and cancelled the auto pay that I had set up with my bank account. I have been a customer with this company 10+ years. I had already told Eric about my mom's health declining, and I had been paying the bill to assist her. She is 86 years old with dementia. Last month, As I was going thru my mom's mail, I find a new bill from Safeguard asking for $130.90 by 10/2/2022 I immediately call Safeguard and I am told that my contract "auto renewed" and I needed to pay the remaining of my contract to cancel. I tried explaining this was incorrect and not information that had been communicated to me before. The rep offered to allow me to speak with a manager. She puts me on hold and returns and states all managers are in a meeting BUT she was able to ask a manager and confirmed I would need to pay 90% of the remainder of my contract to end it. I am tired of getting different stories.
Business Response
Date: 10/31/2022
******** ******
Please note the agreement states the cancel request must be 60 days prior to ex****tion. Your
date of contract ends 8/12/23 and the cancel request was sent in August of 2022 which makes the agreement end August of 2023. Seeing you that you have been with Safe Home for over 12 years we will honor your request to discontinue service.

Customer Answer
Date: 11/01/2022

I am attaching contracts that were mailed to me by Eric P***** and Mersades S****. I was told that my contract would remain month to month until I signed and returned the attached agreement to extend my contract. Each time I called your office I was being told something different. Now you are saying that I owe because I did not give a 60-day notice. I gave a notice officially in August and I am willing to pay August and September's bill to satisfy your 60-day notice requirement, otherwise I will be getting my attorney involved for a formal lawsuit. I had this security system for over 12 years and never missed one payment. My mom is a dementia patient and is no longer needing your services.

******** *******
Customer Answer
Date: 11/02/2022
I am attaching contracts that were mailed to me by Eric P***** and Mersades S****. I was told that my contract would remain month to month until I signed and returned the attached agreement to extend my contract. Each time I called your office I was being told something different. Now you are saying that I owe because I did not give a 60-day notice. I gave a notice officially in August and I am willing to pay August and September's bill to satisfy your 60-day notice requirement, otherwise I will be getting my attorney involved for a formal lawsuit. I had this security system for over 12 years and never missed one payment. My mom is a dementia patient and is no longer needing your services.

******** *******
Business Response
Date: 11/02/2022
The customers agreement states the request to cancel the account must be received 60 days prior to the ex****tion of the terms. The request was received in August of 2022, which would automatically renew the terms for another year. However, as Ms. ******* has been a customer since 2010, we will honor her request to cancel the account, with no further financial obligation to Safe Home Security
Customer Answer
Date: 11/03/2022

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,

******** *******
Please instruct Safe Home Security aka Safeguard America to provide a letter advising "no further financial obligation" to my home address. Since we are still receiving bills from them as of October 2022.
Initial Complaint
Date:10/18/2022
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.
In approximately May 2014 I entered a residential contract with Safe Home Security, Inc. (**** ****** ******* *********** ** *****) The contract was for security monitoring and had a 5 year term and expired. Safe Home Security continued to debit my bank account monthly even though there was no contract and no services were provided. In June of this year I put a stop pay with my bank on the monthly debits. There was no existing contract and no services had been provided for years. I had sustained about $1,500 in debits with no service by the time I placed the stop pay. There was no contractual obligation and, although worthless, at the time of the stop pay I owned the system under the terms of contract.
Safe Home Security reported to credit agencies that I was delinquent on an installment loan. They have refused to correct the issue and continue to send collection letters. This appears to be not a mistake but a business tactic. It is not appropriate to report me to a credit agency because I put a stop pay on no longer authorized debits long after the contract expired.
Business Response
Date: 10/21/2022
To whom this may concern
The customer has been monitored by our company since 2014 when we acquired this agreement from ******** ***. Due to the stipulations of the agreement, the contract states that if there is no written cancelation that the agreement will automatically renew. When the customer signed this agreement the customer agreed to this condition. Once the customer was out of the their contractual term, the customer must send in a letter via email or postal mail indicating their desire to terminate their contractual obligation. The customer neglected to send a written notice of cancelation thus the monitoring continued. The automatic payments that were withdrawn had continued due to the contract renewing on a month to month basis. The company is willing to close the account if a payment of half invoiced amount. A payment of 110.98 will be accepted in order to settle this account in full with no further obligation of either part.
If the customer would like to discuss this matter further, please do not hesitate to contact our company
Thank you for your assistance

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Safeguard America is NOT a BBB Accredited Business.