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

  6220 S Orange Blossom Trl Ste 170 Orlando, FL 32809-4627

• 

  Safeguard America

  1430 W 6720 S West Jordan, UT 84084-2535

• 

  Safeguard America

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safeguard America

  6019 S Lindbergh Blvd Saint Louis, MO 63123-7018

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:10/14/2022

  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.

  At the end of september 2022 my husband and I had decided we needed to cancel any services that we could no longer afford or were necessary in our life. Since we are seniors and on a fixed income we needed to budget our finances. My husband has been battling cancer off and on since 2016 and has just underwent his 3rd surgery this last year. Our initial contract was started in 2019 for 3 years so our contract is now completed. When we went to cancel our service with safe home they were reluctant to work with me on my cancellation and stated I had signed/renewed my contract for 5 more years in 2021. They then went to say I was responsible for paying the rest if the 4 years of the renewal contract. I have no recollection of signing a 5 year renewal and they stated I signed this on the computer when I had to have a sensor replaced under my "lifetime warranty". We cannot believe the treatment we received from this company and feel as though we are being taken advantage of because of our age. I am 81 and my husband is 84 years of age and neither of us are proficient enough with computers to sign an electronic agreement they supposedly had us sign. We will be taking this matter farther with our family if this matter is not resolved.

  Business Response

  Date: 10/27/2022

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

   

  Please note that the agreement on file was to the same email address that was signed and sent back to SHS as well as whats shown on this BBB complaint.

  Customer Answer

  Date: 11/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Loretta *****    I believe Safe Home took advanage of me and added the extra 10.oo on my montly monitering every month and added 4years on our contract, that is more than the original of 3 years...I am elderly (81) and they knoew i don't understand computers...

  Business Response

  Date: 11/11/2022

  in response to bbb Service Manager, Dawn D*****, spoke with Mrs. ***** and  went
  over the original agreement and the updated agreement that she signed in 2021. Ms. D***** offered to waive the current balance on the account of $127.98. Mrs. ***** agreed and was satisfied at the end of their conversation. 

  please close complaint as resolved. 

  
  

• Initial Complaint

  Date:10/14/2022

  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.

  After calling to cancel a service at Safe Home Security due to death of the client(of whom I am the executor of the estate), I was told I could not cancel for potentially up to a year. Spoke with another person who said I could cancel if I submitted a death certificate and requested the cancellation. I did so by emailing ********************** as instructed. I never received a response and received a collections notice for the service 3 weeks later. The collections notice included a phone number which I then called and received no answer. All I want to do is pay them and cancel the service but they continue to charge me and threaten with collections notices instead of communicating in any manner. Absolutely awful experience.

  Business Response

  Date: 10/14/2022

  Please provide the customers information so we may locate the account

  Customer Answer

  Date: 10/14/2022

  
  
  Complaint: ********
  
  
  The request was submitted for services for ****** ******** (Customer ID ******) located at **** ******* *** *** **** ******* ** ***** to be canceled.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 10/18/2022

  Please send in a copy of the death certificate and cancel notice and we can cancel the account.

• Initial Complaint

  Date:10/14/2022

  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.

  On July 28th 2022, I submitted my request to cancel my services and to send me the total amount due for the early termination fee. The company advised it will take 60 days to process the cancellation. I continued to follow up each month to confirm the cancelation is in process, with no response. I have called the company several times and get put on hold and told the same thing. I have proof of the email that shows they received my original notice along with my response for the information they needed... but have since not received any contact. I expected 2 months of billing due to the 60day requirement, but it is now over 60 days and I have been charged a 3rd time, still with no response, and I'm not able to contact anyone. Each time I'm call, i get put on hold for 10min or so then transferred to a voicemail and so far no response. Note that I have already switched carriers as of Aug 1st and no longer have any active equipment with Safe Home Security.

  Business Response

  Date: 10/17/2022

  The cancellation letter has been received and notated on the account.  The client is in a 1 year roll that expires in April 2023.  After that there will be no additional billing but the client is obligated until that point.

  Customer Answer

  Date: 10/21/2022

  
  
  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. However,  I wanted to pay out the rest of the contract and no one will advise of that's possible... can we can confirmation that's not an option? 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:10/14/2022

  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 advise against doing business with co. The salesperson is playing bait and switch. You are made to believe they are part of ****** and you are getting an upgrade to your main security system panel and doorbell. Then later they say they are Safe Home Security and they bought ****** contracts. You only have to pay $4.99 mo next 6 months and send ****** a letter in December. Letting ****** know. In the meantime ****** is taking money out of my account. I finally got a # for billing. I was told they didn't buy out Brink's contracts. I was told call ******, have them email me what I owe and forward it to them ? You can't get ahold of technical support or customer service. You will be on hold for 20 min and disconnected multiple times. The alarm system we had installed has not worked since day one. It's been 22 days with no resolve. No tech can come for an entire week. Preposterous. No one returns your calls or emails. I have read reviews NOW that say their techs are no shows. If this happens, Small Claims Court time. Not paying for an alarm system that is unusable. Let alone I now have a mess to resolve with ******.

  Business Response

  Date: 11/01/2022

  ********** ************ ******* *******
  **** ****** ***************
  
  
  
  ****** ******** ******* *** **** *** ****** *********************
  ** ****** **
  ********* ** *****
  ********** ************ ******* *******
  **** ****** ***************
  **** *** *****
  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 you
  with our company’s position in the ensuing paragraphs of this response.
  When the complainant entered into her agreement with our office, the complainant participated in what we refer to
  as our “Pre- all” survey. This is a telephonic 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 specifically referring to the issues involving the customer’s
  understanding regarding the relationship between afe Home and the customer’s previous security service
  provider. The complainant alleges that the sales representative had advised her that Safe Home Security had
  purchased her previous security service provider which is ******. We have for your convenience inserted the text
  of some of the questions related to this topic below:
  Question – Do you currently have an alarm system installed in your home?
  Answer – Complainant Responded “Yes”
  
  Question – Is it currently being monitored at this time by another alarm company at this time?
  Answer – Complainant Responded “Yes”
  Question – And what is the name of your current provider?
  Answer – Complainant Responded “******”
  Question – Do you understand your other alarm company is in no way affiliated with Safe Home
  Security?
  Answer –Complainant responded “Yes”
  Question – Do you understand that if you are interested in canceling your agreement with your other
  alarm company that such responsibility for cancellation lies exclusively with you?
  Answer –Complainant responded “Yes”
  Question – Do you understand that the 6 deferred months provided by your representative are to assist
  you with your transition from your other alarm company to Safe Home?
  Answer –Complainant responded “Yes”
  Question – Did anyone from Safe Home state or imply to you that your other alarm company is going out
  of business?
  Answer –Complainant responded “No”
  Question – Did anyone from Safe Home state or imply that they are affiliated in any manner with your
  other alarm company?
  Answer –Complainant responded “No”
  Question – What did you like best about our promotion that made you decide to switch companies?
  Answer –Complainant responded, “The price, and just sounded like a better setup.”
  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 is receiving bills from two (2) different alarm security
  companies, one of which is Safe Home Security. We would like to try to 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.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

• Initial Complaint

  Date:10/14/2022

  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.

  We paid **** ******** for security monitoring services through 10/31/22. **** ******** subsequently sold their business to Safe Home Security (SHS). We started being pressured via text messages from an individual in SHS who did not provide any legitimate identifying information about their company. We were uncomfortable with these tactics so I called SHS on 9/23/22 to determine whether to continue with SHS or cancel upon the contract conclusion (10/31). We decided to cancel and sent them an email on 9/23 with the information they specified. They refused to acknowledge the cancellation. So, I sent them another email on 10/4 specifically forbidding them to charge to our credit card. SHS responded to our cancellation request by charging us $53.99 on 10/5!! They did not contact us by phone or in writing to say they were going to do this. See the attached email chain along with the email showing proof of charge from our credit card company. We were advised by the credit card company to cancel the card and get a new one. This is of great inconvenience to us as now we have to advise all of our suppliers on auto charge of the new credit card number. The people running this company are dishonest and not prepared to provide the services they claim to provide. If you can help us get our money back, we would appreciate it. Thank you.

  Business Response

  Date: 10/14/2022

  A REFUND IN THE  AMOUNT OF $53.99 HAS BEEN REQUESTED TO BE CREDITED TO THE CREDIT CARD. THE ACCOUNT HAS BEEN CANCELLED, PER THE CUSTOMERS REQUEST 

• Initial Complaint

  Date:10/13/2022

  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.

  My alarm system and components do not work I am paying for a service they are not providing they do not show up for scheduled appointments because they do not get confirmation calls that are made on the day of at the time of the appointment They do not provide warning that they will make a confirmation call or not show up I’m sick of paying for something that I’m not receiving and they won’t provide me the service that they are contracted to provide

  Business Response

  Date: 10/24/2022

  In Response to BBB ID  ********:  Thank you for brining this to our attention. We at Safe home Security are fully dedicated to servicing Ms. ******** alarm system. There was a service appointment scheduled for October 12th that did go unconfirmed as we were unable to reach Ms. ******. We have an opening on November 2nd between 9AM and 1PM for our technician, Noah, to service the alarm system. The number provided to Safe Home Security to call prior to arrival is  **************. Should we not get an answer when calling prior to arriving, the technician will wait 15 minuets for the client to call and confirm. After the 15 minuets he will have to move on to the next appointment. If that service appointment does not work for Ms. ******, please call ************** **** ***** 

• Initial Complaint

  Date:10/11/2022

  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.

  I am currently under contract per alarm company. My wife has had a stroke and we have had to sell our home and move in with my son due to health issues and my wife being sick. I am 80 years old and didn’t sign a contract. I have asked multiple times to cancel my service but have been hit with a huge fee.

  Business Response

  Date: 10/13/2022

  In response to BBB ID ********: Thank you for brining this to our attention. We at Safe Home Security are fully dedicated to working with Mr. ****** to find an amicable solution. Retention Manager, Princess B***, will be contacting Mr. ****** directly to assist with this matter. 

• Initial Complaint

  Date:10/06/2022

  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 paying for security services since February of 2022 and the part they installed has not worked from day 1. They have charged me $263.94 and an additional $199 and have made me miss 2 days of work for technicians to come out but were not able to fix the issue. I am still without a working alarm system that i continue to pay for. I would like to be let out of mu contract early so that I can hire a company that will perform the services I continue to pay for. I would also like to be refunded the amount I have already paid since I have not been receiving any of the services. I call this company weekly and continue not to get any results.

  Business Response

  Date: 10/19/2022

  Good morning,
  After looking into this BBB complaint I have concluded that
  we have tried to get the customers system up and running the CBU that was sent
  to the customer was faulty so there for we were not able to get the system
  running properly after that Yeraliz sent out a new CBU and credited the
  customer 3 months the customer has two options they can have the tech come out
  and install the new CBU and the system will be up and running or they will have
  to pay their buyout to get out of their contract if they choose to go with
  another company
  
  Ashley G*******
  Dispatch Assistant Manager
  
  Safe Home Security
  **** ****** ******
  ********** *** *****
  ************** ** ****
  *********************************
  ***********************

  Customer Answer

  Date: 10/19/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  

  They already sent a replacement piece of equipment that did not work. I took Took time out of my schedule to wait for the technician with a 5 hour waiting window for the second time and when this equipment did not work they re-ordered the same exact equipment which is now in my possession and are trying to come out in three more weeks. I still continue to have no protection for my home from any security system. Additionally I never signed an agreement with safe home/safe guard. Originally I signed with TBI through **** ******** and my account was sold off. I am incredibly upset and want a full refund for any payments I have sent to this company as well as refund for equipment which does not work in my home and I want the contract to be terminated without further additional payments  this is fraudulent for me to be under contract with a company I never signed up with and to be responsible for paying a business that has not given me or fulfilled any services whatsoever  

  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 10/21/2022

  We bought this account from **** ******** and we have been working to get the customers system working properly we have service set and the correct part has already been sent out to the customer 

• Initial Complaint

  Date:10/04/2022

  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.

  Safe Home got new towers back in June, therefore our alarm system was no longer working, which we were not aware of. In Aug, there Tech came to update our system. (Which Safe Home told us was no charge to us). The Tech told us we needed a newer alarm box & it was $300. We got it in the mail, then we were told they couldn't install it until today, October 3rd. I'm waiting for him, safe Home office called saying he called & had no answer so he moved to the next home. HE NEVER CALLED ME!! My phone proves it! They have been charging us for a service we haven't had in 4 months. We keep calling for credit. We want to return the unit, our $300 returned so we can go to a company that actually works.
  We would want our $300 for unit refunded as well as our monthly fees we paid for nothing!
  Thank you

  Business Response

  Date: 10/14/2022

  **** ** *** *******
  ** ******** ** *** ** *********  Thank you for brining this to our attention. We at Safe Home Security are fully dedicated to working with Ms. ****** **** to find an amicable solution. 
  
  
  Retention Specialist, Teri Nemit, has been in contact with Ms. **** and a service appointment has been scheduled. 
  
  
  Retention Manager, Princess B**** or Retention Specialist, Teri Nemit, will be contacting Ms. **** directly shortly after the completion of the service appointment. 

   

  Customer Answer

  Date: 10/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 10/31/2022

  ****** ****

  We at Safe Home Security have serviced the home and installed the new panel and receiving good signals since mid October.

  We will however give a courtesy credit of 1 month. 

   

  Please close this out as reserved. 

• Initial Complaint

  Date:10/03/2022

  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 been calling Safe Home Security since January of this year complaining about issues with my alarm system. My alarm system keeps malfunctioning and sending a signal of a break in when I have not had any break ins. As a result, my local police department has came to my house several times this year. When I explain this issue to Safe Home Security they keep telling me there is nothing that they can do about it. I have recently been notified by my police department that they will have to start giving me citations if they continue to come to my home due to these false alarms. I am currently tied into a contract with Safe Home Security and would like to break my contract and end the service if the are going to refuse to send a technician to repair the malfunctions.

  Business Response

  Date: 10/14/2022

  Tell us why here...In Response to BBB ID ********:  Thank you for brining this to our attention. We at Safe Home Security are fully dedicated to working with Mr. ****** to find an amicable solution. Safe Home Security technician, Shannon B****** Serviced Mr. ******** alarm system on October 12th and restored the system. Customer Service Manager, Brandon P*******, will be contacting Mr. ****** directly to assist and follow up with this matter.