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

517 total complaints in the last 3 years.
232 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: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,

**** ******
Initial Complaint
Date:09/22/2025
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.
Purchased a home security system Told by rep we could cancel at any time When we tried to cancel we're told we signed a 5 year contract The rep clearly sat in our living room and stressed we could cancel at will That was the crucial selling point for us We were tricked, told our signature merely allowed for installation of equipment.
Business Response
Date: 09/29/2025
BBB Complaint ID: ********
Response from Safe Home Security
We appreciate the opportunity to respond to *** ********’s concerns.
Prior to the installation of the home security system, *** ******** participated in a video-recorded pre-sale survey. During this call, he was asked and confirmed several key details, including:
The address to be monitored
His full name, phone number, and email
That he is the homeowner
And critically, acknowledgment of the following statement:
“The initial term of your agreement is the number of months listed below... right?”
— with 60 months (5 years) being the only option available and selected.
This video serves as confirmation that the length of the service term was presented clearly and agreed upon before any installation took place.
Furthermore, *** ******** signed a written agreement confirming the 60-month term. A copy of this video and the signed contract can be provided to *** ******** upon request for his review.
While we regret any misunderstanding, the agreement was clearly disclosed and acknowledged prior to activation of service. Per the terms of this agreement, the account remains active and *** ******** is responsible for service through July 26, 2028.
We are happy to discuss this matter further or provide any requested documentation directly to *** ******** for clarity.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:09/17/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/2/2025 I was given a quote by Safe Home Security on how much it would cost to purchased new (wired) security equipment to be install in and around my home (I paid in full). On 6/10/25, the installer came to my home with new equipment, but it was the wrong equipment (wireless). The installer could only install a wireless camara on my deck and then he left my home, and he did not take the equipment with him. The company did not get back with me about the installation and with correct equipment. I had to reach out to the co. to explain what had happened and the company stated that the wired equipment was more money. I ask for my money back for the incorrect equipment and it was stated (the equipment is now mine and I cannot get a refund). I refused to pay more money when they had given me a quote of a lower price, and I had paid that price in full. I have been a loyal customer since 2017. I have always paid on time. I no longer want their services due the disrespect and being dishonest. I wanted to get out of my contract, and they refused unless I pay remaining 50 months. I do not understand, how this started as an issue that Safe Home should have resolved. So, now, I have equipment I cannot use. My previous monthly bills $45.00 and now they are billing me $74.99 monthly for upgraded service that I don't have. I sign the contract on 5/2/25 and the installment was on 6/23/25. This happened 31 days later, passed the 3 days given to me to cancel the contract. At this point in time, I do not want any part of this company. They were unable to work with me to resolve these issues.
Business Response
Date: 09/20/2025
*** *** ********* ** ******** * ****** ****

Safe Home Security has reviewed the complaint submitted by *** ****. We regret the confusion and frustration she experienced during this process.

Our records indicate that *** **** has been a customer with Safe Home since 2017 under an active agreement signed in February 2024. Per the terms of that agreement, her account is billed quarterly at the rate of $55.99 per month. The later agreement signed on May 2, 2025 was voided due to the fact that the cameras were not installed.

The issue arose because a representative mistakenly collected payment for wireless cameras, when *** **** had originally requested wired *** cameras. We acknowledge that this error caused confusion and disappointment. Multiple attempts were made by our representative, Milana B*****, to reach *** **** and offer a resolution, including a credit and a discounted offer on the correct wired equipment.

At this time, we remain committed to resolving this matter fairly. Safe Home is willing to issue a full refund for the $530.00 payment made for the wireless **** cameras. Alternatively, if *** **** wishes to proceed with the wired *** cameras, she may contact Milana B***** directly at ###-###-####, extension ****, to arrange for installation at the correct pricing.

We hope this resolution demonstrates our good faith effort to address her concerns.
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.

Sincerely,

****** ****
Initial Complaint
Date:09/16/2025
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.
I signed up with this company in 2018 to provide home security services. At this time, I signed a 5-year contract for services that I upheld. But, following the initial 5-year contract period the company extended my contract for another 5 years without any type of permission or notification. I have tried numerous times to cancel these services and have been told that the only way that I can is to pay 90% of the remaining contract balance and the past due balance. None of the company's security devices have been utilized in my home for the past few years. The only resolution that I would like is for my account to be canceled any my past due balance removed since, it is for services that have never been provided. I would also like the derogatory mark removed from my credit. These are erroneous contracts and make it impossible for a consumer to get out of. I have called numerous times to cancel and informed the only way this can be completed is to send a letter to the companies address. I have done this as well and keep being charged for services. The company additionally refuses to provide a copy of my original contract and where it would specify that if I did not cancel services that I would be held to another 5-year term. The actions of this company are well documented and they have even been sued by ******** *********
Business Response
Date: 09/29/2025
Response to BBB Complaint ID ******** – ********* ******
Safe Home Security acknowledges that Mr. ********* ****** entered into a 60-month agreement for home security services beginning in June of 2018. As outlined in the original contract, at the conclusion of the 60-month term, the agreement transitioned to a month-to-month basis, unless terminated by the customer in accordance with the contract's cancellation provisions.
We would like to clarify the following:
Contract Terms & Renewal:
There was no automatic 5-year renewal as alleged by the complainant. The account transitioned to a month-to-month service agreement after the initial contract term expired in 2023, as stipulated in the original signed agreement. Please see the attached copy
Customer Communications:
While the complainant claims repeated efforts to cancel the service, our records indicate very limited communication from *** ****** during the relevant period.
We have only three recorded instances of contact from the customer between 2022 and 2025, each related to payment inquiries.
Our representatives made multiple attempts to contact the customer regarding service continuation and outstanding balances; these went unanswered.
Numerous automated notifications were also sent concerning the overdue balance, beginning in August 2022 through September 2025.
Payment Activity:
Despite claims that the equipment has not been used, service billing continued due to the contract not being formally canceled per the agreement’s terms.
In September 2025, the complainant’s spouse contacted our office expressing concern about credit reporting and discussed setting up a payment plan.
At the time of this contact, the account reflected a past due balance of $784.83.
Cancellation Policy:
As per the contract, cancellation requires written notice to our company address. While the customer alleges to have sent a letter, we have no record of receiving any written cancellation request.
We are happy to review and reevaluate the account if the customer can provide verifiable proof of such correspondence.
Credit Reporting:
The derogatory mark referenced in the complaint is a result of non-payment on an active account. We report factually on account status and are willing to work with the customer to resolve the balance and from there report the client as current to the credit bureaus.

Resolution Offered:
While we stand by the terms of our agreement, we remain committed to working toward a resolution. We are willing to:
Offer a settlement option for the past due balance.
Cease future billing upon formal cancellation, provided the balance is resolved.
We encourage *** ****** to contact our customer service department to discuss resolution options directly.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:09/16/2025
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 have been with this company since 2016. I received a call in April of this year (2025) asking if I plan to renew with the company. I made then aware that I was not renewing. At that time, no one made me aware that I needed to submit that request in writing. They automatically renewed my service. I called on 9/15/2025, asking why was my service renewed, when I made the representative aware that I dd not want to renew the service. The representative stated that since I did not send the letter requesting non-renewal, that they would not cancel my service. I asked the representative that if I needed to send a letter, why was I not informed of that fact when I was originally called in April. They stated that the representative was not obligated to tell me that fact. I asked him, so basically, the reps are allowed to call me and ask me about my plans to renew, but not inform me the steps after I tell them I was not renewing, which would cause them to automatically renew, what is the point of them calling? The current rep stated that they will not cancel until next year, as that is the length of a renewal contract without an actual renewal signature.
Business Response
Date: 09/22/2025
*** *** ********* ** ******** * ********* *******

**** ****** ******** *******
Thank you for the opportunity to respond to the concerns raised by *** ********* ******* regarding her contract renewal with Safe Home Security.
After reviewing the account and associated call recordings, we would like to provide the following clarification:
*** ******* will be eligible for cancellation in May of 2026, provided that Safe Home Security receives written notice of cancellation at least 60 days prior to May 11, 2026. This written notice can be sent via email and must be received no later than March 11, 2026 in order to prevent automatic renewal for another term.
Regarding the communication in April 2025, our records show that *** ******* was contacted on April 2, 2025 regarding a smoke detector malfunction, and during that call, she was offered renewal options. However, she stated that she would call back at a later time to go over her options and that it was not the right time to discuss them. There was no definitive cancellation request made during that call. The call can be furnished upon clients request.
Per the terms of *** ********* original agreement, all cancellation requests must be submitted in writing and received no later than 60 days prior to the contract’s expiration date. Therefore, if *** ******* had intended to cancel for May 2025, her written cancellation request would have needed to reach us no later than March 11, 2025.
As of now, *** ******* is not eligible for cancellation, but she can ensure cancellation for next year by submitting written notice to us via email no later than March 11, 2026.
We understand the concerns and regret any confusion that may have occurred. We are committed to providing transparency and support to all our customers.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Business Response
Date: 09/22/2025
*** *** ********* ** ******** * ********* *******

**** ****** ******** *******
Thank you for the opportunity to respond to the concerns raised by *** ********* ******* regarding her contract renewal with Safe Home Security.
After reviewing the account and associated call recordings, we would like to provide the following clarification:
*** ******* will be eligible for cancellation in May of 2026, provided that Safe Home Security receives written notice of cancellation at least 60 days prior to May 11, 2026. This written notice can be sent via email and must be received no later than March 11, 2026 in order to prevent automatic renewal for another term.
Regarding the communication in April 2025, our records show that *** ******* was contacted on April 2, 2025 regarding a smoke detector malfunction, and during that call, she was offered renewal options. However, she stated that she would call back at a later time to go over her options and that it was not the right time to discuss them. There was no definitive cancellation request made during that call. The call can be furnished upon clients request.
Per the terms of *** ********* original agreement, all cancellation requests must be submitted in writing and received no later than 60 days prior to the contract’s expiration date. Therefore, if *** ******* had intended to cancel for May 2025, her written cancellation request would have needed to reach us no later than March 11, 2025.
As of now, *** ******* is not eligible for cancellation, but she can ensure cancellation for next year by submitting written notice to us via email no later than March 11, 2026.
We understand the concerns and regret any confusion that may have occurred. We are committed to providing transparency and support to all our customers.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:09/15/2025
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.
Tried cancel service, getting the run and around and threats to damage my credit
Business Response
Date: 09/22/2025
*** *** ********* ** ******** * ******* ******

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

Thank you for the opportunity to respond to the complaint submitted by *** ******* ******.
Safe Home Security acknowledges receipt of *** ******’s written request to cancel his service, which was submitted on August 26, 2025.
Per the terms of the contract *** ****** signed in 2018, the monitoring agreement was for a period of 60 months and includes an automatic month-to-month renewal thereafter unless either party provides written notice at least 60 days prior to the desired termination date.
The relevant section of the agreement reads as follows:
“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.”
This means that, based on the date we received the cancellation request (August 26, 2025), Safe Home Security has until October 26, 2025 to fully process and complete the cancellation per the contract terms.
We appreciate *** ******’s patience and understanding during this time, and we can confirm that his request is currently being processed in accordance with the agreement.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:09/15/2025
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.
as of July 7, 2025 the company was contacted several times. The representative Natasha said that the contract could not and would not be to be bought out or paid off because it was illegal to cancel the contract with their company. Her phone number is ###-###-####. Every attempt to cancel the contract has been refused. Several of the reps have called and demanded that the equipment be reinstalled and have refused to give a mailing address to return all unwanted equipment to the company.
Business Response
Date: 09/22/2025
*** *** ********* ** ******** * **** *****

**** ****** ******** *******
Thank you for the opportunity to respond to the concerns raised by *** **** *****.
Per the terms of *** ******* agreement with Safe Home Security, she is eligible to cancel her contract early by settling the account for $3,539.85. The relevant clause in her contract reads:
EARLY CANCELLATION:Client may cancel prior to completion of primary or renewal term upon receipt of ninety percent (90%) of the unpaid contract balance. All cancellation requests must be in writing.
Our records show that *** ***** had been working directly with Senior Account Manager Natasha L**** after it was documented on her account that she had been approached and misled by a competing security company. In an effort to assist and retain *** ***** as a valued customer, our team—including *** L****—attempted on multiple occasions to coordinate reactivation of her system and re-establish service.
Despite five documented attempts to schedule reinstallation, we did not receive cooperation from the client to move forward. Instead, we received this complaint, which we regret.
To bring this matter to a resolution, an invoice for the early termination settlement of $3,539.85 will be mailed to *** *****. Once payment is received, her account will be considered settled in accordance with her contract.
We appreciate the opportunity to respond and remain available to answer any further questions or concerns.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:09/11/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Safe Home Security as they said they that they would replace my current system with a new system. Three weeks later, I still have not heard from anyone and I'm concerned since my system is currently down and I'm unprotected.
Business Response
Date: 09/15/2025
BBB Complaint Response – ID ********
Safe Home Security has reviewed the complaint submitted by *** **** regarding his security system.
Our records confirm that an appointment has been scheduled to address this matter. The necessary replacement parts have already been shipped to the assigned technician, who will be contacting *** **** directly to coordinate a service date.
We remain committed to ensuring *** ****’s system is restored promptly and appreciate his patience as we work to complete this service.

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Safe Home Security, Inc.

Safe Home Security, Inc.

Safe Home Security, Inc.

Safe Home Security, Inc.

Safe Home Security

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

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