Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

524 total complaints in the last 3 years.
231 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:10/20/2025
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 used to have this security system and my contract got expired than I got a new company for security and my old one keeps on charging me even though I have cancelled the contract
Business Response
Date: 10/22/2025
******** ** *** ********* ** ******** * ***** ****

********* ********* ** ******** ********* ** ***** *****
Our records indicate that since March 2025, the client has been informed that in order to cancel his month-to-month contract, a formal email request is required. To date, we have not received this email from the client.
We will, however, accept this BBB complaint as the client’s formal cancellation request and will process the account to close immediately.
Thank you for your time and attention to this matter.
Sincerely,
Princess B***
Manager, Retention/ Safe Home Security
Initial Complaint
Date:10/08/2025
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.
Protection source sold to safe home security. Safe home stated I signed a yearly contract with them. I did not. My contract with protection source was a monthly which I told them in July of this year. Safe home stated I am responsible until Jan 2026. I called again in Sept the rep told me you are right yours was a monthly last payment would be Sept 11 2025. This month I have charges again when I called he said I am obligated to pay until Jan 2026. When asked to speak to supervisor he said no one able to change contract. This is theft!!
Business Response
Date: 10/21/2025
******** ** *** ********* * **** ****

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

**** **** *********** **** originally signed with Protection Source, a company later acquired by Safe Home Security. Her agreement was for a 12-month initial term with a month-to-month renewal thereafter.
Upon review, *** **** is correct that her account should have closed in late August 2025, as her cancellation request was received on July 21, 2025. We apologize for any inconvenience this caused.
Please accept this response as confirmation that her account with Safe Home Security is now closed. *** **** is also due a refund of $57.98. Please allow up to 30 days for a check in that amount to be mailed to her address on file.
Sincerely,
Princess B***
Retention Manager
Safe Home Security
Customer Answer
Date: 10/21/2025

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:10/08/2025
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.
Around 2021 I was persuaded by a salesman to buy safe home security monitoring with promises of benefits to through ****** *v. After not receiving those benefits and ******** expressing this was a scam and they don’t deal with safe Home security and realizing the monitoring never worked I asked them to cancel. My husband and I were retired and in a fixed income. They refused to cancel and I did a stop payment through my bank. I asked for a copy of the contract which they refused.I have continued to request cancellation and it’s been ignored. They continued to bill me through July 2025, 4 years later despite multiple requests to cancel and sent me to collections.
Business Response
Date: 10/20/2025
****** ******** account has been placed in a outside collection agency ********* *** ******** for further collection activities in August.
If the **** ******** would like to qualify for our amnesty program she would need to pay 30% of the past due balance and resign a 36 months term.
Any questions please reach to J. P******* at the number below.

Jevaun P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
******* ***** ********** ****** * **** ** ********** ****************************************
***************************
Initial Complaint
Date:10/02/2025
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 was told by Safe Home Security that I need a new security panel because the one I had was old and not working correctly. i spoke with customer service rep Josh, he told me the cost of the new panel that I had to pay, he said I could pay it in one lump sum or have it added to mm monthly bill, my bill at the time was $42.00 the cost of the new panel was $480.00 so it was broken down and added to my bill the cost was $19.00 this was on 8/30/2023. So here we are in May 30 2025 and the security panel is paid off, so I called and spoke with Jordan who tells me it I still have until August 2025 for it to be paid off, so I call in August 2025 and speak with Juana I tell her my story and she said she will look into it and call me back, I said to her are you sure you are going to call me back and she said yes, well she never called me back. So last week I decided to chat online and I spoke with Paulene again I told her my story and this time I wanted to cancel my service, she asked me to hold then she came back and told me she could not cancel my service and that I was under contract until 2028 (what contract). Then she said no one could help me and the only way to cancel my service was to send it in writing through email I did that four times last week the customer complaint email comes back bad Email: ****************************, and I have not heard anything from the one email that wen through Email: ****************************. At this point I just want to cancel their service because they are not above board.
Business Response
Date: 10/09/2025
In response to BBB Complaint ID: ********, Safe Home Security, Inc. appreciates the opportunity to address *** *********’s concerns.
Our records confirm that the customer entered into a new 60-month monitoring agreement in August 2023 at the time of the equipment upgrade. A signed copy of the agreement has been attached for reference. This agreement outlines the contractual term, monthly rate, and the customer’s responsibility for the service through the full 60-month term.
While we understand the customer’s desire to cancel, the agreement remains active and binding until its scheduled expiration in 2028. The customer is responsible for the terms of the contract as agreed upon at the time of renewal.
If the customer wishes to discuss available options regarding the account, our Customer Loyalty Department can be reached at ###-###-#### for assistance.
Initial Complaint
Date:10/01/2025
Type:Customer Service 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 paid $99 for service call in August 2025, to date nobody has set an appointment or provided service.
Business Response
Date: 10/10/2025
In response to BBB Complaint ID ********:
Safe Home Security acknowledges *** *********’s concern regarding the $99 service call fee paid in August 2025. We sincerely apologize for the delay in scheduling his service appointment.
To address the inconvenience, a credit has been issued on the account for the time he has been waiting for service. We ask that *** ********* please contact Milana B***** directly at ###-###-####, extension ****, so that we can promptly schedule the service visit and ensure his system is fully operational.
We appreciate his patience and the opportunity to resolve this matter.
Customer Answer
Date: 10/17/2025
Safe Home has contacted me and is refunding the $99 they collected, and is supposed to schedule service to repair or system. They indicated they would credit our account for the time it has been out of service. At that this point I am still waiting for the service technician to call and schedule the appointment
Initial Complaint
Date:10/01/2025
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.
I have *** in both my houses. While we were away on a cruise I had the following text conversation with what I assumed was an *** representative.
"Barry, We see that you have had your alarm system since 2019 and is in need for an upgrade from 2G/3G to 5G at NO ADDITIONAL COST to ensure that your alarm system continues to communicate effectively. Upgrade today and receive a FREE DOORBELL OR OUTDOOR CAMERA. Please reply
"UPGRADE" for more information."
When the sales person showed up yesterday, I saw his badge was not *** but Safe Home Security, instead.
He told me that they were taking over for ********, the company that originally installed my system for *** and went out of business.
He said that *** was switching to ****** Nest devices and they were going to drop support my system and force me to pay for an upgrade to ******.
He offered to upgrade my system with new features for no charge and they would assume monitoring of my house. This sounded great to me. However, bells started to go off when he scheduled the install in Cohasset within an hour and the upgrade for ******* for Sunday.
While the installer was here doing the upgrade I started to search for reviews and BBB reports for the company. It appeared to me that 90% of the reviews were very bad. When I asked the tech about the reviews he said that the reviews were for Safe Home Security and that they were **** **** ******, a separate company. I pointed out that the two contracts clearly were with Safe Home Security not ******.
I had enough and told them I was invoking my right of 3 day rescind to put the system back to the original condition. The Tech informed me that he could put the *** console back together but was not allowed to reprogram it and that I would have to call *** to reprogram it. They said that I would have to pay for it. I do not understand why I have to pay to restore my service when I cancelled on the same day and during the installation.
Business Response
Date: 10/15/2025
To Whom it May Concern:

Safe Home is in receipt of the complaint filed by *** ***** ******. In his complaint, *** ****** states that in the process of having his system installed by Safe home, he decided to not move forward, and instead cancelled subject to his three day right of rescission. He explains that the safe home technician told him that Safe Home could not re-connect his previous system with his previous provider. As such, *** ****** contacted his previous provider and was quoted an amount to have his system reinstalled.

In addressing this complaint, we contacted *** ****** and discussed the situation with him. We explained that the technician was correct. While he was able to re-0hang the previous equipment, he did not have the authorization to reprogram the system with *** ******'s previous provider. However, in discussing this with *** ******, we agreed, as a gesture of good will, to reimburse *** ****** for the amount quoted to him by his previous company. Safe Home will process this reimbursement, and *** ******'s account with Safe Home remains terminated. This was all that *** ****** had requested in order to resolve this matter. However, if he has any additional questions or concerns, he may contact Safe Home at his convenience.

Please let Safe home know if you have any additional questions or concerns.

Best,

Safe Home Security, Inc.
Customer Answer
Date: 10/22/2025
Though a representative has called me and said they will reimburse me for the costs, I have seen no refund.
Initial Complaint
Date:09/29/2025
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.
Company is saying that my security system agreement automatically renews. I called them and told them to cancel my account and they refused. i received no notice of renewal nor anything signed by me agreeing to automatic renewal. Plus they are trying to double bill me for the same month service.
Business Response
Date: 10/10/2025
In Response to BBB Complaint ID: ********
AMP Smart is responding to the complaint submitted by ****** ******* regarding his account (Order Number: *******).
The customer states that he did not agree to automatic renewal and that he received no notice of renewal. He also disputes a billing charge.
We want to clarify that the 2020 agreement clearly outlines automatic renewal terms:
Section D of the 2020 agreement shows the automatic renewal terms.
All charges were applied according to the agreement, and there is no double billing. Each charge reflects the proper billing period under the terms the customer agreed to.
AMP Smart values our customers and wants to be clear about the agreement terms. The automatic renewal policy has been part of the contract since the original agreement.
We are happy to provide any additional clarification if needed.
Initial Complaint
Date:09/26/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i am using this business to monitor my home security. For over a month now my security system had not been working. It needs new system battery and one of the bedroom batteries both need to be replaced. They are charging me $46.99/month to monitor my system. I am not getting that service and want one month of that service refunded to me. I want the batteries that are failing to be replaced with new batteries. I have called the company five times over the last three weeks and am getting no where. Can you please get the company to move on this problem? I would appreciate that.
******** ****** ###-###-#### *****************
Business Response
Date: 10/02/2025
RE: BBB Complaint ID #******** – ******** ******
Thank you for the opportunity to respond to Ms. ******’s complaint regarding her security system. We take all customer concerns seriously and have reviewed her account and recent service history.
Ms. ****** contacted us regarding a system battery replacement and reported that her system had been inoperable. Our records confirm that a replacement battery was ordered and shipped, and a service ticket remains open until the replacement is installed. Our representative also assured Ms. ****** that she would be contacted once the battery arrived to complete the service.
To address the delay and ensure fairness, a two-month credit in the amount of $93.98 has been applied to Ms. ******’s account. This adjustment covers the period of service interruption, and her account will not be billed again until December 11, 2025. Ms. ****** confirmed her account renewal online and was advised of these credits during her last call with our representative.
We regret the inconvenience this delay caused and remain committed to resolving the matter fully by completing the installation of the replacement battery. Our team will continue to follow up with Ms. ****** until service is fully restored.
We believe this resolution – the service credit already issued and the pending installation of the replacement battery – addresses the concerns outlined in her BBB complaint.
Customer Answer
Date: 10/02/2025

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:09/23/2025
Type:Customer Service 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 contacted Safe Home Security on September 18, 2025. I spoke with a representative and explained that we have sold our house, we no longer need their security ser vice, and I need to cancel the service effective 10/1/2025. The rep said he did not know how to do a cancellation. He put me on hold a number of times and then told me their "Cancellation Department" needed to call me back.
By late afternoon on 10/22/2025 I had not received a call. I called again and spoke to a different representative who told me I must be mistaken; their records show that I haven't called them since last January. I explained my previous call, and she seemed to accept what I said. I then told her I needed to cancel our service. She put me on hold, then came back and told me that their "Cancellation Department" needed to call me back.
I explained to her that I have been told that before and never received a call back. She reiterated that that "department" needed to call me back. She said it would take 24 - 36 hours for that to happen.
I asked if she could type notes in my account. She said yes. I asked her to type, " I need my account cancelled effective 10/1/2025, and I revoke all permissions for Safe Home Security to take any automated payments out of my bank account."

I feel that telling people that they have to wait for a call from a "Cancellation Department" is a stalling tactic used to prolong financial gain and to inconvenience people to delay any action being taken.
Business Response
Date: 09/29/2025
*** ********* *** ********

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

We appreciate the opportunity to respond to *** ******’s concerns.
After reviewing *** ******'s account and the communications related to his cancellation request, we would like to clarify the following:
*** ****** first contacted our office on September 18, 2025, to discuss canceling his monitoring service. Our call records and account activity confirm this initial contact. He subsequently called again on September 22, 2025, at which point we officially received and documented his request for cancellation.
Per the terms of *** ******’s service agreement, which he accepted upon initiation of service, Safe Home Security requires a 60-day notice for cancellation. This policy is clearly outlined in the contract. To fulfill a requested cancellation effective October 1, 2025, notice would have needed to be received by August 1, 2025.
Because *** ******'s notice was received on September 22, 2025, the account is currently set to remain active until at least November 21, 2025, in accordance with the contractual 60-day notice period.
We understand *** ******’s frustration with the cancellation process and his experience with our representatives. While we do require our specialized Cancellation Department to finalize terminations to ensure all contractual terms are honored and processed appropriately, we acknowledge that delays or lack of follow-up calls are not ideal. We have documented his concerns internally to help improve future interactions.
We respectfully ask that *** ****** allow the cancellation process to run its course, as outlined in the terms of his agreement. His account will be canceled on or before November 21, 2025, and no further billing will occur beyond that date.
We remain committed to resolving this matter professionally and transparently.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Business Response
Date: 09/29/2025
*** ********* *** ********

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

We appreciate the opportunity to respond to *** ******’s concerns.
After reviewing *** ******'s account and the communications related to his cancellation request, we would like to clarify the following:
*** ****** first contacted our office on September 18, 2025, to discuss canceling his monitoring service. Our call records and account activity confirm this initial contact. He subsequently called again on September 22, 2025, at which point we officially received and documented his request for cancellation.
Per the terms of *** ******’s service agreement, which he accepted upon initiation of service, Safe Home Security requires a 60-day notice for cancellation. This policy is clearly outlined in the contract. To fulfill a requested cancellation effective October 1, 2025, notice would have needed to be received by August 1, 2025.
Because *** ******'s notice was received on September 22, 2025, the account is currently set to remain active until at least November 21, 2025, in accordance with the contractual 60-day notice period.
We understand *** ******’s frustration with the cancellation process and his experience with our representatives. While we do require our specialized Cancellation Department to finalize terminations to ensure all contractual terms are honored and processed appropriately, we acknowledge that delays or lack of follow-up calls are not ideal. We have documented his concerns internally to help improve future interactions.
We respectfully ask that *** ****** allow the cancellation process to run its course, as outlined in the terms of his agreement. His account will be canceled on or before November 21, 2025, and no further billing will occur beyond that date.
We remain committed to resolving this matter professionally and transparently.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Customer Answer
Date: 09/29/2025

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. Their employees, however, need to be informed, educated, trained, and empowered to effectively communicate with consumers. If that had been done, all of this could have been avoided,

Sincerely,

**** ******
Customer Answer
Date: 09/29/2025

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. Their employees, however, need to be informed, educated, trained, and empowered to effectively communicate with consumers. If that had been done, all of this could have been avoided,

Sincerely,

**** ******
Initial Complaint
Date:09/23/2025
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.
My mother, ****** ****** used safe home security to protect her home and she passed away in December of 2023. I have kept the security on the empty house and recently sold the house on August 12th 2025. I called the company on August 2nd to verbally cancel the policy knowing that the house would close within a week and they let me know I would need to request cancellation by email. They also requested a death certificate. I emailed the request and attached a copy of the death certificate on August 13th and have confirmation that it was received. I was billed again for time frame 9/14 through 10/12 and when I called to see why it wasn't canceled, the billing department transferred me to the cancellation Department who told me that the billing department should have taken care of it. No one there seems to want to take care of crediting the bill so I would like some help on getting the two month Bill canceled please. I have told them that I don't intend to pay for 2 months that I didn't have service and hoped you could help change their policy so other people don't run into the same issue if somebody using their security system passes away. Thank you for your attention to this and your help. I look forward to hearing from someone from your office and I have documentation for the emails and phone records for the dates of the phone calls.
Business Response
Date: 09/25/2025
The account has been verified. The owner is deceased and the home was sold and closed in the month of August. The account has been cancelled without further obligation.
Customer Answer
Date: 09/25/2025

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. I am sorry I had to involve you but was unable to get it resolved on my own. Thank you very much for your prompt help and getting this solved for me

Sincerely,

**** ******

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Safe Home Security, Inc. is NOT a BBB Accredited Business.