Complaints

This profile includes complaints for Safe Home Security, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  37 N Blossom St E Providence, RI 02914-2728

• 

  Safe Home Security, Inc.

  3630 SE 85th St Berryton, KS 66409-9557

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security

  2969 Irving St Riverside, CA 92504-4268

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:12/04/2025

  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.

  2 years ago, Safe Home Security (SHS) required updates to fix our security system issues. We were told that the updates required some new technology; cost was over $200 dollars. However, we could sign up for their ongoing maintenance program for an additional $10 a month, and that agreement would cover the current updates they said were required. Sounded like a good deal so we signed up. In 9/2025 we sold our house in ** and moved to **. We called SHS numerous times, asking them to please close our account and stop taking the automated payment deductions. They refused and said because we signed a 3 year (?) maintenance agreement, we had to continue to pay them until September of 2026! It’s ridiculous to expect any customer to continue to pay for services and maintenance for a security system in a house we NO LONGER LIVE IN (no problem closing similar contracted accts) We talked to more than 5 customer service reps over the last few months, but we always got the run around-rep couldn’t help us, some other agent would call us, supervisor wasn’t available, etc. no one ever called us back. One rep even told us to email them a copy of the house sale documents, and they would close our account. We emailed those documents-still got no response, & monthly deductions continued. When we called back, the rep said the other rep should never have told us to send in those documents (not an appropriate process), she still refused to close our account. We had our bank stop taking their monthly deductions but now we’re getting paper bills stating we owe payments for the last 3 months, plus fees and interest. We called them and told them we had no intention of paying these bills. We even sent them a written complaint letter, sent by certified mail (it was accepted by someone at their place of business), addressed to senior management complaint department. Still no response, and we just received another bill. PLEASE HELP, we'll probably receive another bill shortly (12/6/2025)

  Business Response

  Date: 12/10/2025

  Response from Safe Home Security, Inc.

  We appreciate the opportunity to address *** **********’s concerns.

  After reviewing the account, we confirm that the cancellation request and the proof of sale have been received and uploaded to the account for documentation. We sincerely apologize for any inconvenience or frustration this situation has caused.

  The account has been submitted for cancellation, and the recent bill that was issued can be disregarded as no payment is owed. While the cancellation process may take up to 30 days to fully finalize in our system, any additional bills received during this time may also be disregarded.

  We appreciate *** **********’s patience and thank her for allowing us the opportunity to resolve this matter.

  Customer Answer

  Date: 12/10/2025

  
  
  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:12/01/2025

  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 the below documents there are records for a signed contract for a 36 month period for a security system from ******** security owned by Safe home security. This contract was signed in 2018, in 2020 a new contract was fraudulently signed on behalf of ***** ****** with a false signature and a receipt of this contract was sent to ***** ******** email in 2023. The ******** for this document was never sent to ***** ****** and the new email address on the contract doesn't belong to him and the owner of that email wasn't sent a ******** link either.
  
  The document was sent by the I.P. address belonging to safe home security and the device which signed it has an I.P. belonging to a VPN from a device to look as though it was signed by ***** Ketter, however the address appears as a Verizon business account and not a residential or mobile device I.P. The second contract drafted in 2020 was for a 60 month period and signed while the original 36 month contract was in place. ***** continued to receive service through automatic payments inline with the first contract until 2023, where he stopped automatic payments and was informed of the second contract he didn't sign claiming he was obligated to continue payments.
  
  In summary a contract was fraudulently signed on ***** ******** behalf with a false signature from a device that doesn't belong to him. The contract was sent and approved from an I.P. address consistent with safe home security's wifi. It is our belief that Safe home security fraudulently extended ***** ******** contract and billed his account without his consent, they never sent him communications via email in regards to signing the second contract. He continues to receive "late notices" for a service he doesn't own and didn't pay for. The information on the second contract from the device is incorrect and no copies of the ******** were ever sent to ***** ****** for the second contract. The contract should be terminated.

  Business Response

  Date: 12/04/2025

  The customer signed the
  agreement for 60 months and will have to honor the term. We are willing
  to give the customer an amnesty of $350.00 provided a signed agreement
  for 60 months for $59.99.

  This will waive the balance and allow the
  customer to start a fresh agreement with our company.

  He has been a
  loyal customer and we'd like to offer this incentive to assist. 
  
  -- 
   
  Jevaun P*******
  Managing Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ******* ***** ********** ****** * **** ** ********** 
  
  ****************************************
  ***************************

• Initial Complaint

  Date:11/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were sold a system with the agreement that we were signing up for 60 months, with 6 of those months free. That's exactly what the salesman told us, and I have paperwork proving it. The end of the 60 months is coming up Feb 23, 2026, and they are trying to make us pay for 66 months. That isn't what we agreed to, or were sold. The salesman even said we had to option of $200 cash or $300 of free monitoring. HOW IS IT FREE IF WE HAVE TO PAY FOR IT AT THE END OF THE CONTRACT? We have the paperwork from the salesman showing it said 60 months with 6 months free .....
  YOUR SALESMAN ARE LIERS AND CHEATERS.
  We're on social security and my husband is disabled and your trying to CHEAT US.

  Business Response

  Date: 11/25/2025

  In Response to BBB ID: ********
  
  Thank you for bringing this matter to our attention. We have reviewed the complaint as well as the documentation that was provided. Our Senior Account Executive, Arianna L****, has been in direct contact with the customer regarding the agreement and the next steps.
  
  We have received the necessary paperwork to move forward with the cancellation of the account. The cancellation request has been submitted, and the standard processing time is 30 to 60 days for the cancellation to be fully completed and posted by our backend team.
  
  During this processing period, any bills received can be safely disregarded, as they may generate automatically until the cancellation is finalized.
  
  If any additional information is needed, we will reach out directly. We appreciate the opportunity to resolve this matter.

• Initial Complaint

  Date:11/13/2025

  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.

  Came to my home telling me that they "checked" with *** and verified that I was released from my contract, that they would deliver and install equipment that I would receive for free due to signing up, and that there would be no obligation to anything other than a month-to-month contract. Well, I had equipment that never showed up, and eventually I got fed up with waiting so I called to cancel and lo and behold they're claiming I'm a a years long contract. I want to completely terminate whatever account I have with this company. I am so sick of all the harassment- online, over the phone, and over mail. If they would have had as much dedication to providing a service as they are to getting their money maybe this situation would have gone differently. It genuinely disturbs me that a company could be so deceptive and predatory. I have never has a single situation happen in my life and I pray I never have to again.

  Business Response

  Date: 11/20/2025

  In response to the bbb Complaint # ********,

  
  We have reviewed
  the complaint and find the customer liable for the balance based on the
  pre and post call with **** ****** agreeing to the rate and terms along
  with saying that she had no other alarm company. 

  
  We can furnish these videos upon request.

• Initial Complaint

  Date:11/12/2025

  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.

  Cancelation of contract

  Business Response

  Date: 11/19/2025

  This account has been cancelled without further obligation.

  Customer Answer

  Date: 11/27/2025

  Please do not close this complaint i could not figure out how to respond to the first message. This is still on going.

• Initial Complaint

  Date:11/07/2025

  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.

  Safe Home Security Inc., alarm company is billing me when I do not have any business with them. I have received two bills from them. The billing invoice numbers and the customers I’d is as follows:
  Customer Id#: ******
  Invoice # ******* in the amount of 72.99
  Invoice # ******* in the amount of 72.99
  I have contact them by phone only to be hung up on.

  Business Response

  Date: 11/17/2025

  ******** ** *** ********* ** ********
  ************ ******* *****
  
  Safe Home Security appreciates the opportunity to respond to *** *****’s concerns regarding billing.

  *** ***** is currently under an active service contract with Safe Home Security. The client was mailed a renewal contract for service on August 17, 2024, which she returned dated August 27, 2024. In addition, a verbal confirmation of her understanding and agreement to the contract was obtained at the time of execution.

  As part of the renewal process, a system inspection was performed at no cost to the client and successfully completed on September 27, 2024.

  On November 4, 2025, *** ***** called SHS requesting that billing stop because she had engaged a new alarm service provider. It is important to note that this is not a matter related to Safe Home Security’s services. The client remains responsible for the terms of her existing contract, and the billing reflects active service being provided by SHS.

  Safe Home Security remains committed to providing reliable service and encourages the client to contact our Retention Department if she wishes to discuss her account or review the contract terms.
  
  Signed,
  Princess B***
  Manager, Retention
  Safe Home Security
  ###-###-####

• Initial Complaint

  Date:11/06/2025

  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 want to file a complaint about the cancellation policy of Safe Home Security (SHS). SHS requires homeowners to pay 90 percent of their outstanding contract balance to cancel a contract. This is an excessive and onerous penalty.
  We bought a new home in ****** ***** **, in 2020. SHS installed alarms in the new homes. We signed a contract for alarm monitoring with SHS, then signed a new 5-year contract on 29 August 2024 to continue monitoring our home alarm system. We sold our home in ******** in June of 2025 and moved to ***** so my wife could help her sister and mother with their medical issues.
  After our move, we contacted SHS to cancel our contract. They informed us the only way to cancel our contract is to pay 90 percent of the remaining contract cost, which is about 40 months at $36.99 per month, or $1479. The only option they offered us was to pay them to install an alarm system in our ***** home (which we don’t want) and have them monitor that for the remainder of our 5-year contract. We did not know we were going to sell our ******** home and move to ***** less than a year after signing a contract with SHS; had we known, we would not have signed the contract.
  We have never dealt with a company that imposes such a severe and rigid cancellation policy on their customers. We feel this deserves your attention.

  Business Response

  Date: 11/17/2025

  ******** ** *** ********* ** ********
  
  
  Safe Home Security appreciates the opportunity to respond to *** *** **** *******’s concerns regarding the cancellation terms of their monitoring agreement.
  
  In their complaint, *** *** **** ******* acknowledge their understanding that they executed a five-year monitoring agreement with Safe Home Security on August 29, 2024, for services at their home in ****** ***** ********. As outlined clearly in the agreement, and agreed to at the time of signing, the contract includes the following clause:
  
  “EARLY CANCELLATION: Client may cancel prior to completion of the primary or renewal term upon receipt of ninety percent (90%) of the unpaid contract balance. All cancellation requests must be in writing.”
  
  This policy is standard within the alarm and monitoring industry and is disclosed in writing as part of the signed contract. It ensures that SHS can recover the costs associated with professional monitoring services that are being provided at significantly reduced rates and prepaid to our monitoring providers to ensure no lapse in service to our client in the event a payment or payments are missed.  
  
  We fully recognize and empathize with the ********’ unforeseen family circumstances that required them to relocate to ***** less than a year after signing the agreement. However, while we understand the challenges created by unexpected life events, SHS must follow the terms mutually agreed to in the contract.
  
  To assist the ******** in avoiding early-cancellation fees, SHS offered an alternative solution fully permitted under the contract: transferring the remaining monitoring term to their new residence in ***** at no additional monthly cost beyond their existing rate. This option was provided to help fulfill the contractual obligation without requiring payment of the early-termination balance, however it was declined.
  
  At this time, the contract terms remain valid and enforceable, and the early-cancellation fee applies as stated in the agreement executed by *** *** **** *******.
  
  Safe Home Security remains willing to work with the ******** to find the most reasonable path forward within the terms of the contract and encourages them to contact our Retention Department if they wish to further discuss available options.
  
  Signed,
  Princess B***
  Manager, Retention
  Safe Home Security
  ###-###-####

  Customer Answer

  Date: 11/23/2025

  
  
  ********** ********
  
  
  
  I am rejecting this response because: it does not address Safe Home Security's unfair and predatory practice wherein they change 90% of the cost on the remaining contract to cancel their customer's contracts.  In our case, Safe Home Security want us to pay for over three and a half years' worth of alarm monitoring for a home we no longer own and that the new owner may be paying them to monitor.  If this is, in fact, standard across home alarm monitoring companies, all of them should be more strictly regulated.  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 12/01/2025

  Please refer to our previous response, our stance remains the same. As stated previously;

   

  As outlined clearly in the agreement, and agreed to at the time of signing, the contract includes the following clause:

  
  “EARLY CANCELLATION: Client may cancel prior to completion of the primary or renewal term upon receipt of ninety percent (90%) of the unpaid contract balance. All cancellation requests must be in writing.”
  
  This policy is standard within the alarm and monitoring industry and is disclosed in writing as part of the signed contract. It ensures that SHS can recover the costs associated with professional monitoring services that are being provided at significantly reduced rates and prepaid to our monitoring providers to ensure no lapse in service to our client in the event a payment or payments are missed.  

  To assist the ******** in avoiding early-cancellation fees, SHS offered an alternative solution fully permitted under the contract: transferring the remaining monitoring term to their new residence in ***** at no additional monthly cost beyond their existing rate. This option was provided to help fulfill the contractual obligation without requiring payment of the early-termination balance, however it was declined.

  At this time, the contract terms remain valid and enforceable, and the early-cancellation fee applies as stated in the agreement executed by *** *** **** *******.
  Safe Home Security remains willing to work with the ******** to find the most reasonable path forward within the terms of the contract and encourages them to contact our Retention Department if they wish to further discuss available options.

   

  
  Signed,
  Princess B***
  Manager, Retention
  Safe Home Security
  ###-###-####

• Initial Complaint

  Date:11/05/2025

  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 canceled my service with SHS over the phone and the person that answered said "NO" and hung up on me. I spoke with Braelan D******** on the phone about this and was sent my agreement via email. I responded with the same information, that I had already canceled this service. July 25th 2024. Now it's Nov 4th 2025 and I'm still being illegaly billed by this company and they are ruining my credit. I canceled and paid several times before, now I am being forced to escalate this.

  Business Response

  Date: 11/18/2025

  ** ******** ** *** ** *********

  Per the terms of the attached agreement;

  "All cancellation requests must be in writing."

  Safe Home has yet to receive written notice of cancellation. At this time the balance due is valid.

  Please contact J.P******* @###-###-#### Ext **** at your earliest convenience with any questions.  

• Initial Complaint

  Date:11/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023, I signed a service agreement with Safe Home Security, Inc. The company later stated that my contract was approved under a “renters program,” though no such program was ever disclosed or explained to me prior to signing. In fact, the company was fully aware that I was not the homeowner, as confirmed in email correspondence with their representative, Lynn S****, who requested proof of ownership and acknowledged that I was a tenant.
  
  In October 2025, I attempted to cancel my account in writing, as instructed by Safe Home’s customer service. Despite sending multiple emails requesting cancellation, confirmation of my account status, and an itemized balance, the company refused to cancel the agreement. Their most recent written response on November 4, 2025, stated: “We are not cancelling the agreement because you rented.”
  
  Safe Home Security has also refused to provide clear information regarding any outstanding balance or fees, and I have been unable to reach anyone who can explain the supposed “renters program” or cancellation process. I am concerned about the company’s lack of transparency, the legitimacy of their contract approval process, and the possibility of negative credit reporting or collections resulting from this situation.
  
  I am requesting that Safe Home Security formally cancel my account and release me from any further contractual obligations or fees. I also request written confirmation that no adverse credit reporting or collection activity will occur, and that no additional contact will be made regarding this account.

  Business Response

  Date: 11/17/2025

  RESPONSE TO BBB COMPLAINT ID ********
  
  Safe Home Security appreciates the opportunity to respond to *** ********’s concerns regarding her service agreement and requests for cancellation.

    *** ******** executed a service agreement with Safe Home Security in November 2023. The company’s records and communications indicate that she was fully informed of the terms of her contract at the time of signing, including her enrollment in the renters program. This is why the client references the program in her complaint. SHS maintains that the program and all associated terms, including the $288.00 down payment made on September 16, 2023, were disclosed and agreed upon prior to execution of the contract.   

   As discussed with *** ******** during her most recent telephone conversation on October 16, 2025, it is our finding that she undertook renovations to the home during the term of the contract. These renovations affected the existing 15 hardwired sensors, which now require replacement to maintain proper system functionality. SHS provided a quote of $1,680.00 to install new wireless zones to accommodate the renovations, which the client declined. Since the renovations were performed by the client and not by SHS, the cost to replace the affected sensors is the responsibility of the client under the terms of the service agreement.  

  Regarding cancellation, *** ******** has been previously informed that she is not entitled to cancel her contract penalty-free at this time. SHS has followed the procedures outlined in the service agreement and has consistently communicated these requirements to the client.

  Safe Home Security remains committed to ensuring system functionality and honoring contractual obligations. We encourage *** ******** to contact our Retention Department to discuss any options for continuing service or resolving the sensor replacement costs.
  
  Signed,
  Princess B***
  Manager, Retention
  Safe Home Security
  ###-###-####

  Customer Answer

  Date: 11/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response.
  Safe Home Security’s statement contains multiple factual inaccuracies and does not address the core issues raised in my complaint.
  
  1. “Renters Program” – No evidence, no disclosure, and first mentioned on 11/3/2025

  Safe Home Security repeatedly references a “renters program,” but:
  - No such program was ever disclosed to me in 2023.
  - No renters addendum, form, or supplemental document was ever provided or signed.
  - The first time I ever heard about a “renters program” was on November 3, 2025, in an email from a representative named Doug H********.
  - Safe Home Security still has not produced any documentation showing that this program exists or that I was ever placed in it.
  

  This contradicts their statement that I was “fully informed.” There is no written evidence supporting that claim.
  
  2. Safe Home Security was explicitly informed in 2023 that I was not the homeowner

  My email chain with Safe Home Security representative Lynn S**** clearly shows:
  - She asked for the deed, trust paperwork, and other homeowner documents I could not provide.
  - She acknowledged that the home was owned under a family trust and that I was not on it.
  - She still moved forward with “fixing” the contract and sent me a new agreement to sign.
  - No renters documentation was included.
  

  This directly contradicts Safe Home Security's claim that I was “fully informed” or that there were “associated terms” of a renters program.
  If such terms exist, Safe Home Security has not provided them.
  
  3. The renovation and sensor claims are inaccurate

  Safe Home Security stated:
  “She undertook renovations to the home… requiring replacement of 15 sensors.”

  This is factually incorrect:
  - No renovations have begun.
  - No sensors have been removed.
  - The system came preinstalled with the home (hardwired) — I did not install it.
  - I told the phone representative that when renovations eventually happen, the hardwired sensors might not be reusable.
  - He insisted instead that I “needed” motion detectors and glass-break sensors.
  - Later, another representative said I was quoted one motion sensor and one glass-break sensor — not 15.
  

  Safe Home Security's statement does not match any conversation I have actually had.
  
  4. I attempted to explore paying the buyout — but Safe Home Security made that impossible

  This is the central issue.

  I called on October 16, 2025 to discuss my options and specifically said that I:
  - Wanted to know the cancellation amount
  - Wanted to understand the fees
  - Was willing to pay the buyout if it was reasonable

  The representative refused to give me any information.

  He told me:
  -He could not discuss cancellation fees
  -He could not provide the buyout amount
  -He could not transfer me to the cancellation department
  -The ONLY way to get that information was to send a written cancellation letter first
  

  So, in order to learn whether I could afford cancellation, I first had to cancel.

  - That is not a legitimate process.
  - This is when I began reading my contract more carefully.

  That is also when I discovered:

  - The agreement requires cancellation via telegram (an obsolete method)
  - The contract states I must be the homeowner
  - I am not the homeowner
  - Safe Home Security already knew I was not the homeowner (from Lynn’s 2023 email chain)
  

  I asked repeatedly, in writing, for:
  - The buyout amount
  - An itemized balance
  - The contractual basis for any fees

  Safe Home Security has refused to provide any of this.
  
  5. Safe Home Security's statement about being “not entitled to cancel penalty-free” is misleading

  I have never asked to cancel penalty-free.

  I have asked to:
  - Know the penalty
  - Know the buyout
  - Understand the fees
  - Receive an itemized balance
  - Receive written confirmation of cancellation

  Safe Home Security has refused to provide any of these required disclosure items.
  Their refusal to disclose fees prevents me from exercising my contractual cancellation options at all.

  This is the problem — I cannot make an informed decision because they withhold information.
  
  6. Safe Home Security told the BBB that my contract was approved in a “renters program” but has refused to show any documentation

  If such a program exists, Safe Home Security should be able to produce:
  - A renters-specific contract form
  - A renters addendum
  - A renters-specific cancellation policy
  - Terms and conditions referenced in writing

  Thus far, they have provided nothing.
  
  7. My original 2023 contract was approved by “Mr. D******,” then replaced by Lynn in 2023

  Lynn herself wrote that:
  - The original representative “failed to mention things”
  - She needed to redo and replace the contract
  - She sent a new agreement for signature

  I do not have a copy of the original contract, and the company has not provided it.
  This calls into question whether the contract was properly processed at all.
  
  8. I have been paying $49.99/month since 2023

  I stopped only after:
  - Fraud occurred on my credit card
  - I forgot to update the card
  - The company mailed me an “EFT return fee” bill
  - My October 16 phone call to discuss their system resulted in a confusing, unhelpful conversation
  - I attempted to explore cancellation
  - And then Safe Home Security refused to provide any information regarding fees, penalties, or cancellation terms
  

  Had Safe Home Security simply told me the buyout amount, this issue would have ended immediately.
  
  9. My credit report shows this account as CLOSED

  Safe Home Security has not provided any explanation for why:
  - They say the contract is active
  - Yet my credit report shows the account as CLOSED

  This is concerning and inconsistent.
  
  10. All I am asking for is transparency and the ability to make an informed decision

  I am not refusing payment.
  

  I am not refusing buyout.

  I am asking for:
  - The buyout amount
  - An itemized balance
  - The contractual basis for each fee
  - Written confirmation of cancellation

  These are basic, reasonable, and necessary disclosures.
  Safe Home Security has refused each one.
  
  Requested Resolution
  

  I request that Safe Home Security:
  - Provide the written buyout amount
  - Provide an itemized balance with citation to contract terms
  - Provide the renters-program documentation (if it exists)
  - Provide written confirmation of my cancellation
  - Cease attempts to refuse cancellation when I am attempting to pay for it
  - Correct any inaccurate reporting on my credit file
  - Stop all contradictory and inaccurate statements about renovations and sensors

  I am willing to resolve this both reasonably and promptly.

  I simply need the information required to do so. 

  Business Response

  Date: 12/02/2025

  Safe Home Security Response to Complaint #********

  
  Safe Home Security appreciates the opportunity to address the concerns raised. After a full review of the account history, service agreement, call logs, and internal documentation, we must respectfully disagree with the customer’s characterization of events. Many statements in the complaint are inaccurate or incomplete.
  We have outlined the factual findings below.
  
  1. Regarding the “Renters Program”
  The customer continues to focus on obtaining “proof” of our Renters Program.
  To clarify:
  The Renters Program is an internal qualification category, not a separate contract, addendum, or customer-facing product.
  Its purpose is purely internal: to determine whether a customer who does not own the property must provide a down payment before installation.
  Customers do not sign anything for this program, and no consent or additional documents are required.
  This internal designation does not change the customer's contract terms, monthly rate, obligations, or cancellation process in any way.
  The customer did not request “proof” of this internal status when signing her agreement or when making payments for more than two years.
  Safe Home Security has already confirmed that her account was processed correctly under our internal guidelines.
  
  2. Customer Status as Renter / Non-Homeowner
  The customer is correct that she informed us in 2023 that she was not the homeowner.
  This is exactly why her account was categorized internally under the Renters Program at activation.
  Her service was approved, installed, and maintained without issue.
  This did not void the contract nor did it eliminate her contractual obligations.
  
  3. Clarification Regarding Equipment, Sensors, and Renovations
  The customer’s claim that Safe Home Security accused her of removing 15 sensors or performing renovations is not accurate.
  During the October 16, 2025 conversation, the customer stated that renovations had already taken place therefore affecting the hardwired system. The representative provided general guidance and typical recommendations regarding motion or glass-break sensors should the customer modify her system in the future.
  Any misunderstanding appears to have come from the customer's interpretation of a general technical explanation.
  
  4. Disclosure of Cancellation, Fees, and Buyout
  Safe Home Security does not refuse to provide cancellation information.
  However, per the customer’s agreement:
  Cancellation requests must be submitted in writing before the final payoff is calculated, because the payoff is based on the remaining contractual balance at the time of termination.
  This requirement exists to prevent unauthorized cancellations and ensure the accuracy of the financial calculation.
  Once a written request is received, Safe Home Security provides:
  The early termination amount,
  Any past-due items,
  And all applicable fees.
  The customer has not completed this contractual step and therefore has not received the itemized termination statement.
  
  5. Payoff Amount
  As of today’s review, the total amount required to satisfy the contract in full—including the remaining term of service—is:
  $1,554.77
  This figure represents:
  The remaining months on the agreement
  and
  Any applicable balance owed to date
  Once this amount is paid, Safe Home Security will:
  Close the account as fulfilled,
  Stop all billing,
  Update internal records, and
  Provide written confirmation of cancellation.
  
  6. Documentation Requests
  The customer has requested:
  The original 2023 contract
  A renters-program contract
  Renters-program addendums
  Renters-program terms
  Only one of these exists.
  The only binding contract is the one the customer reviewed and signed.
  That contract was validly processed and governs her obligations.
  No separate “renters contract” exists because, as stated, the Renters Program is an internal qualification category, not a customer-facing product.
  
  7. Customer Payment History
  The customer paid $49.99/month without dispute from 2023 until her payment method failed in 2025.
  There was:
  No challenge to the contract
  No request for renters documentation
  No suggestion that the agreement was invalid
  Her concerns only began after the payment method failed and she contacted Safe Home Security regarding cancellation.
  
  8. Requested Resolution
  Safe Home Security remains willing to resolve this matter quickly and transparently.
  To close the account:
  The payoff amount is $1,554.77.
  Upon receipt of this payment, Safe Home Security will:
  Provide written confirmation of cancellation,
  Stop all future billing,
  Correct any internal reporting inconsistencies,
  And consider the matter fully resolved.
  There is no contractual basis to waive the remaining balance.
  We encourage the customer to submit her written cancellation request so we may issue the formal itemized termination document and complete the process.

• Initial Complaint

  Date:11/03/2025

  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 is the second time in 2 years that this company has falsely reported delinquency on my account. Firstly, this is a closed account and it is illegal to report new late payments on a closed account an they also falsely reported 90 days late to credit bureau recently when I have proof of current payments when I log into my account on their website. I have been making payments and I am not 90 days late falsely reporting negatively against my credit. They also are not monitoring my home properly because I get repeated calls about them not receiving alarm test signals yet they refuse to send out a tech to fix problem and or let me out of contract since they are not upholding contract by not properly monitoring home leaving me open to possible breaking with no functioning alarm company. My alarm was set off one day and actively going off when I came home and I was not content red by alarm company. That is dangerous.

  Business Response

  Date: 11/05/2025

  This client has been provided resolution.  A service appointment has been sent and a credit update ordered.