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.

close

Find a Location

Safe Home Security, Inc. has 33 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security, Inc.

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safe Home Security, Inc.

  PO Box 1656 Sandy, UT 84091-1656

• 

  Safe Home Security, Inc.

  5900 S Eastern Ave Commerce, CA 90040-4017

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/03/2025

  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.

• Initial Complaint

  Date:10/31/2025

  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.

  A representative sold my elderly father a security package with door camera in a private property community where a sign clearly states no soliciting. He was coaxed into signing up for alarm service for an outrages amount of five years. During the five year term the door camera malfunctioned and we were told we were subject to paying for fix out of pocket. They also would send a paper bill out and timed the arrival one day leeway and demand immediate payment to avoid additional late fees tagged onto the bill. When we approached the company regarding the dissatisfaction we were told we were locked into the 5 year contract and nothing could be done. We kept the service for the 5 years and on the 5th year realized it was time to cancel, we called customer service and were told we were a few months too late to cancel and per the original contract, we subject to re-enrollment. I challenged this and was given a bogus email ( ********************** ) to a team that could assist. I went ahead and emailed the the email address and it came back as not found. Non deliverable.
  THIS COMPANY IS COMPLETELY UNETHICAL in its business practices. From the beginning, the representative prayed upon my elderly parents to sign into a 5 year contract and were illegally soliciting on private property. Then, the lack of ownership of the equipment for a door cam that only worked for a month from installation. The requirement of service to be terminated on the 5 year contract anniversary date to avoid AUTOMATIC renew. The lack of appropriate time to get the bill sent in on time to generate a late fee in THEIR favor. And the service contract requiring the customer to cancel service rig into another service term.
  This company is completely unethical in all its business practices. I want my service terminated to avoid legal action. I would never refer this company to anyone. They are the worst business I've ever HAD to work with.

  Business Response

  Date: 11/10/2025

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

  Safe Home Security acknowledges *** ******* concerns regarding the initial sale, service experience, and cancellation process. After reviewing his account, we can confirm that *** ***** is currently on a month-to-month basis with Safe Home Security.

  With respect to the concerns about the original sale, we understand the frustration expressed. However, the matter of solicitation on private property would have needed to be addressed at the time of sale, not several years later, as Safe Home Security cannot retroactively investigate or verify circumstances from five years ago.

  Regarding the camera equipment and billing concerns, we regret that *** ***** experienced dissatisfaction. Equipment warranties and billing timelines are explained at the time of installation and in the customer agreement. Nevertheless, we take all customer feedback seriously and will forward these details to the appropriate department for internal review.

  Although written notice of cancellation was not received as requested in March 2024 or October 2025, we will accept this BBB complaint as *** ******* formal request to cancel service. The account will be processed for closure within the next 30 days.

  We appreciate the opportunity to address these concerns and wish *** ***** the best moving forward.

  Princess B***
  Manager, Retention Department
  Safe Home Security

• Initial Complaint

  Date:10/27/2025

  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.

  was not told about auto renewal and trying to get out of my contract that expires in feb of 2026 .I was told that I had to send in a written letter to cancel I am a senior and have a limited income. I called them at that time and told them I could know longer could afford this service. their equipment is 20 years old that I have and has never been checked or up dated and it works some times . this is the only company that I have ever done business with that you have to send in a written letter to cancel

  Business Response

  Date: 10/29/2025

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

  *** ******** entered into a 36-month monitoring agreement with Safe Home Security in January of 2022. As outlined in his agreement, the contract includes an automatic year-to-year renewal period following the initial term unless written notice of cancellation is received prior to renewal.

  Our records indicate that *** ********’s cancellation request began in August of 2025, at which time his account was already within a renewed annual term. The account history also reflects an ongoing payment struggle dating back to August of 2022.

  In an effort to reach a fair resolution, Safe Home Security would like to extend the following offer:

  We are willing to settle the past due balance of $1,058.74 for half the amount owed, and renew service at the current rate of $49.99 per month under a new 36-month agreement.

  This matter has been assigned to Senior Account Manager Natasha L****, who will personally assist *** ******** in finalizing this resolution and ensuring he is supported throughout the process.

  Respectfully,
  Princess B***
  Manager, Retention
  Safe Home Security

• Initial Complaint

  Date:10/24/2025

  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.

  The company continued to charge my credit card after I sent a written cancellation notice 30 days before the expiration of the contract. Even after they sent me an email telling me that the file was closed. After **** pulled the 2 months of charges back, they sent me a paper bill on 10/05/25 with 2 months of charges on it.

  Business Response

  Date: 10/29/2025

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

  Thank you ***** for bringing this matter to our attention.

  After reviewing the account, we agree that billing continued past the contract expiration in error. The client disputed and successfully voided those charges through her financial institution. As a result, there is no refund due from our end, and the account has since been closed.

  There is nothing further required from either party at this time.

  Sincerely,
  Princess B***
  Manager, Retention
  Safe Home Security

  Customer Answer

  Date: 11/04/2025

  
  
  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:10/23/2025

  Type:Sales and Advertising 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 can’t understand why nothing is being done about companies contacting you without permission. I am very ill and have people in my family who are ill. No one has the right to call you without your expressed or implied permission. Home Safe Security is calling me and I want my privacy. I want them to remove my number. She even knew my name and I have never contacted these people before. I wanted to contact this business , that’s for me to decide. I wanted them to remove all of my personal business and leave me alone. Please see what you can do.

  Business Response

  Date: 10/29/2025

  This is not a client of our Company we have no record of her.

• 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:10/13/2025

  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.

  I received a telephone call from this company in early June 2025, wanting to update my contract. I told them 5 years. On June 18th, 2025 I was diagnosed with stage 3 lung cancer. I called the company and asked them to cancel my contract because I was putting my house up for sale and was not going to buy another home at this time. They asked me to send them a letter explaining my situation and a copy of the my closing statement.
  
  I received an email telling me that my request had been sent to the main headquarters and would hear something very soon,. They have continued to bill me for a service that I am not using and the people that purchased my home did not want the service.
  
  I called on Tuesday and asked them to please quit billing me for a service I no longer use. They told me because I had extended my contract I had to pay this for the next 5 years. There has to be conditions where this contract can be cancelled. I am taking chemo and radiation treatments and I don't need the stress of this situation.

  Business Response

  Date: 10/24/2025

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

  *** *******’s account was renewed in March of 2025 for an additional five-year term, with service continuing under that renewal agreement. While *** ******* is contractually responsible for the account at  term of 60 months, Safe Home Security has made an exception in this case due to her circumstances.

  As a courtesy, the company will allow the account to be closed once the balance for the first 20 months has been satisfied. This amount is $664.84 We wish *** ******* the very best during this difficult time and appreciate the opportunity to provide clarification regarding her account.

  
  Sincerely,
  Safe Home Security, Inc.
  Princess B***
  Manager, Retention

• 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:10/08/2025

  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 2013, I purchased a home and had Safe Home Security upgrade the ****** system that was in my home left by the previous owner. They did and I was satisfied with the installation and the service. I believe I signed a three year contract for a discount on the equipment upgrade.
  Fast forward 8-9 years when the company started calling far too often to get me to sign a new contract. I declined each time they called, and after many calls, I sternly requested they never call for the renewal of my contract again.
  Three years ago, I had my windows replaced and called to see about having the window sensors replaced and they quoted me an astronomical figure, so I declined. I was paying for the monitoring of my doors only.
  Last Monday (9/29), I called customer service to cancel my service as I was having a new AC installed in my attic and it wouldn’t fit up the attic steps with the alarm box on the wall and had to be removed. I explained all of this and was told to email my information to an arbitrary email address and I would receive a response. I did all of that as soon as I got off of the phone.
  Today (10/7), I still hadn’t received a response so I called customer service back and was forwarded to cancellation. I was given the runaround again. Even after hearing the box and all of the wiring was removed and disposed of, she still tried to get me to sign a new contract and pay for new equipment. She wasn’t hearing me. All I wanted was a cancellation date as I don’t want to pay another month’s service, why I never signed another contract. She couldn’t give me a date and told me to read page one of my agreement. I asked if the agreement was the same 12 years ago and she backtracked and said the cancellation takes weeks regardless of whether you have a contract (agreement) or not.
  Nothing about this company is transparent. I’d just like an exact date of when the cancellation will be final as another $50.87 came out my account today.

  Business Response

  Date: 10/20/2025

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

  Safe Home Security received the customer’s written cancellation request on September 29, 2025. Per the terms of the monitoring agreement:

  “This agreement shall automatically renew without action by either party under the same terms and conditions for successive periods equal to one (1) month unless either party gives to the other at least sixty (60) days written notice, prior to expiration date, of intention to terminate this Agreement upon any expiration date. Upon renewal, service will be billed at then-current monitoring fees.”

  As outlined in the agreement, written notice of cancellation must be received at least 60 days in advance of the intended termination date. The cancellation process can take up to 60 days from the date the written notice is received to ensure proper processing and account closure.

  Since the written cancellation was received on September 29, 2025, the account remains active during the standard processing period. The recent payment of $50.87 covers monitoring services during this time and will not be refunded.

  Account notes show that a representative did offer assistance to review options regarding the customer’s concerns; however, the offer was declined, and the customer requested to proceed strictly with cancellation.

  The account will be closed in accordance with the contractual terms, a copy has been attached.  

  Customer Answer

  Date: 10/20/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did not sign an agreement in 2021 as was attached to the response. I was harassed by Safe Home Security to sign a new contract (agreement) for many years and I always declined. When speaking with customer service the past month, the customer service representatives confirmed that notes were put in my account for representatives not to ever call me to request contract renewal again. May I please have a copy of the agreement I actually signed in 2013? 
  
  
  
  Sincerely,
  
  
  
  ******** ****** ******

  Business Response

  Date: 10/22/2025

  In response to BBB Complaint ID ********:

  After reviewing *** ******’s statement, we have re-examined her account and the details surrounding the 2021 agreement.

  Upon review, our records indicate that *** ****** contacted Safe Home Security on June 10, 2021, regarding a low battery issue with her system. During that call, the representative explained that an upgrade to the *** network was required due to the nationwide discontinuation of 3G service. The representative initially offered the upgrade at an $8 monthly increase, which *** ****** declined. The representative then extended an a***rnative offer to complete the *** upgrade at no additional cost, maintaining her existing monthly rate and providing two months of free monitoring as a courtesy. This offer was contingent upon a new 36-month service agreement, to which *** ****** agreed.

  The agreement reflecting those terms was subsequently signed and is the same document that was attached in our prior response.

  A copy of the initial agreement is attached as requested. 

   

  Customer Answer

  Date: 10/23/2025

  Please share the date the note was put in my file not to contact me about renewing an agreement. If what you are saying is true, I renewed on June of 2021 and wouldn’t have been harassed many weeks in a row to renew. I would like the dates of all of the customer service attempts to get me to renew and the date the note was finally put on my file not to call me again. I am following up with a complaint to Consumer Affairs at this time. I would like all of the dates to provide them which I should have done when the initial harassment occurred. Thank you, ** ****** ******

  Business Response

  Date: 11/03/2025

  A note was added to the account on September 2, 2021 to not call during business hours.