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.

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safe Home Security Svc

  8810 Pennsbury Pl Rosedale, MD 21237-3929

• 

  Safe Home Security Inc

  PO Box 502862 Saint Louis, MO 63150-2862

• 

  Safe Home Security, Inc.

  PO Box 1656 Sandy, UT 84091-1656

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:01/14/2025

  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 Keeps sending me invoices. I never agreed to a service contract and I have been returning the invoices on an irregular basis. I have spoken to them numerous times and told them they are harassing me. My husband and I are seniors. They refuse to stop invoicing me. I never agreed to pay them and I have not paid them. I do not use their service.

  Business Response

  Date: 01/24/2025

  In response to complaint # ******** please review the
  attached agreement signed by ******** ******. The agreement has a live
  signature from customer and this amount due is deemed valid.
  
  Please reach out to the name below as there are options to
  get this account in good standings.
  
  We also offer a fresh start program that will save hundrreds
  of dollars, please contact Mr. ******** at the below number to hear your options.
  
  
  Respectfully,
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

• Initial Complaint

  Date:01/14/2025

  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.

  Safe Home Security, has been my home security system for the last four years. On numerous occasions, There have been multiple faults with arming the system. Despite numerous calls to them, they take months to send out a technician, even though Ihave paid for the service plan. My house is not being secured despite me paying for it.
  They don’t call back when you call them, they don’t send technicians inappropriate amount of time. My home is a risk for being burglarized with a non-functioning system that I continue to pay for on multiple occasions they said we have submitted a request to credit you, however this never goes through and again nobody ever calls back.

  Business Response

  Date: 01/16/2025

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

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you have experienced with your home security system and the delays in resolving these issues.

  We are committed to addressing your concerns promptly. Our Senior Account Executive, Deanna E******, has discussed this matter with you and has scheduled a service appointment for January 24th, 2025, between 1:00 PM and 5:00 PM. A technician will ensure that your system is functioning optimally and meets your expectations.

  Additionally, we understand the impact these issues have had on your peace of mind. To acknowledge the downtime of your system, a credit has been applied to your account as discussed.

  Your satisfaction and the security of your home are our top priorities. If you have any additional concerns or need further assistance, please don’t hesitate to reach out to me directly at [insert contact information] or contact our customer care team.

  We value your continued trust in Safe Home Security and look forward to resolving this matter to your satisfaction

  Customer Answer

  Date: 01/24/2025

  The repair man was fantastic however they did not supply him with any batteries. Fortunately, I had purchased 20 batteries used to replace all the low batteries. If I did not have them, who knows when they would have the batteries to actually do the job. I commend the repair man for helping me however, the company is poorly run

• Initial Complaint

  Date:01/13/2025

  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.

  Our alarm account was sold to this company with out our knowledge until we were presented with having to renew our contract. We kept this company as our alarm monitoring company for several years and during this time had numerous tech issues that were not resolved and I had contacted the company multiple times. I contacted the company in december 2024 and asked what was needed to not renew contract and services and no mention of a 60 day clause was given. I was informed we needed to submit in email our reason for cancelling which I did, and received no response. The company was contacted today to make sure we are done with our contract 1/18/25 as mentioned on the previous call, and I was told it was renewed already for another 12 months without my knowledge. The representative Brian was extremely unprofessional and was yelling at me on the phone saying he was a manager and there is no one else in the entire company who could help me. Additionally, He hung up on me before helping me resolve my issues after I was called a liar for never receiving the companies emails.

  Business Response

  Date: 01/17/2025

  Tell us why here...Re: BBB Complaint ID ********

  
  Safe
  Home Security acknowledges receipt of the complaint submitted by ******
  ********, which outlines her poor customer service experience. We sincerely
  apologize for the difficulties she experienced during her attempts to cancel
  her service with us.

  
  Following
  the submission of this complaint, Ms. ******** spoke with our Senior Account
  Manager, Natasha L****. During their conversation, they discussed the
  cancellation process, the required notice period, and the early cancellation
  fee. Ms. ******** agreed to pay $323.89 to
  close her account.

  
  Given this
  resolution, we kindly request that this complaint be marked as resolved.

  
  Thank you for
  your time and attention.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****

• Initial Complaint

  Date:01/10/2025

  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 had a security system installed in the Spring of 2021. I agreed to a three year (36 month) contract with Safe Home at my previous address **** ** ********** **** **** ******* ** *****.
  
  Upon moving, I sent in my letter of cancellation as the agreement had come to term. I received multiple letters insinuating that I had signed a contract through 2027.
  
  I have sent in demands to have this account cancelled and charged off as I did not agree a contract of that length. I have been ignored. I am now receiving collection letters and calls with threats to affect my credit score.
  
  The government action that Safe Home is currently going thru - providing consent judgement settles allegations that the defendants violated state consumer protection laws by using deceptive long term auto renew contracts and engaged in illegal debt collection practices - is the same thing that is happening to me.
  
  I will be contacting the ******** ******* in both ******** & *********** if this account is not settled and resolved.

  Business Response

  Date: 01/20/2025

  Re: BBB Complaint ID ********

  Safe Home Security acknowledges receipt of the client’s cancellation request and dispute regarding the alarm monitoring agreement.

  To clarify, the company possesses both a pre-sale video and a post-sale video that confirm the client’s understanding and agreement to the terms of the contract, including the system design.

  At this time, we kindly request that the client provide documentation verifying the sale of her property located at **** ********* ********** *****. This documentation will allow us to offer a discounted payoff of the service. Alternatively, we are able to provide a system replacement for $350.00, allowing *** **** to fulfill the current terms of her agreement.

  We look forward to receiving the client’s decision through your platform and remain committed to resolving this matter promptly.

  Thank you for your attention to this matter.

• Initial Complaint

  Date:01/07/2025

  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.

  My previous security monitoring company, ****, was purchased by Safe Home Security. Since that time, Safe Home Security’s has failed to provide adequate service. Their update caused my equipment to malfunction, and I had no service for months. When their technician finally tried to repair it, my very loud alarm started going off in my house 24/7. They would not send a technician back to fix it. I had to find a way to unplug and disable it. They refused to repair my equipment until I signed a 60 month contract. They said they would give me a credit for the time my alarm was not working, but then made negative remarks on my credit report. Now, if my alarm is triggered, the company does not respond. There is no evidence that they are providing monitoring. They refuse to cancel my service. Their customer service is rude and unhelpful.

  Business Response

  Date: 01/14/2025

  Response to BBB Complaint ID ********

  Thank you for bringing your concerns to our attention.

  We’d like to clarify that the system update you mentioned was not initiated by Safe Home Security but was required by the Federal Communications Commission (FCC). This update was necessary due to changes mandated by the *** regarding cellular networks. The agreement you signed was specifically for the communication upgrade needed to comply with these regulations, not for additional services or repairs.

  We understand there were frustrations during this process. A credit has been applied to your account, and as of January 14, 2025, your account reflects a credit balance of $68.57.

  We can also confirm that your system is actively signaling to our monitoring station as of January 14, 2025. A copy of the signal reports is attached for your reference, showing that monitoring services are in place.

  Given this information, cancellation of the account is not warranted, as the system is functioning and actively monitored. If you have additional concerns or need further assistance, please don’t hesitate to reach out to us.

  We appreciate your understanding and the opportunity to address this matter.

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is Tylea ***** and I have a complaint with Safehome security. I tried out the ring camera for 3 days and didn’t like it so I cancelled which took almost two weeks. After collecting their equipment and replacing my original *** equipment didn’t work due to the installer from Safehome messed up wires and the transformer. I had no power to connect my alarm system and was told I needed to get a battery from *** which was not the case . I’ve been with *** for 5 years no problems. I had to call a *** technician to my home and was told that my panel was messed up by the safe home technician because of the wires and the transformer and I ended up paying $173 to get it fixed which I shouldn’t be responsible for because my alarm system was working perfectly fine before safe home put in their equipment and it’s still not properly working like it did before. I’ve been given the runaround trying to get this issue resolved and I’m trying not to go through the judicial system but if no one gets in touch with me I won’t have a choice. The only thing I want is to be reimbursed for the $173 I paid to *** for something that wasn’t my fault. Please get in touch with me at ********** or email ********************* thanks

  Business Response

  Date: 12/24/2024

  Good afternoon,

  Please be advised that *** ******* account was closed on 12/6/24 and a refund for $68.99 was processed on 12/24/24.  Our office would like to know if Ms. ***** can provide confirmation that her account was charged the difference.  Our records only show 1 transaction for $68.99 posted to the account on 11/15/24.

  Thank you,

  SHS Team.

  Customer Answer

  Date: 12/28/2024

  Good evening, after waiting a couple of days for my refund of $68 on 12/24 I still haven’t received my cancellation refund or my refund of $173 for repairs to my original *** alarm system an it’s getting frustrating trying to get these matters resolved along with the runaround. Thank you

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: 22666271
  
  
  
  I am rejecting this response because:
  
  Date Sent: 12/28/2024 1:35:47 PM
  Good evening, after waiting a couple of days for my refund of $68 on 12/24 I still haven’t received my cancellation refund or my refund of $173 for repairs to my original *** alarm system an it’s getting frustrating trying to get these matters resolved along with the runaround. Thank you
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 01/10/2025

  Good afternoon,

  We are responding to your complaint regarding a refund. We submitted a refund for $68 on 12/24/24. It is our policy to submit a refund request within 30 days. The refund for $173 is under further review.

• Initial Complaint

  Date:12/06/2024

  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 aunt ******* ********* had home security alarm monitoring with Safe Home Security. She died in June of this year. I am her nephew and administrator of her estate. I contacted Safe Home Security on Oct. 17 2024 to notify them of her death and cancel the service, which they said they would do. After that she continued to be billed for her services, and when I contacted Safe Home today 12/5/24 they said she had a contract through 2027 and her estate would owe for monitoring service (over $900) for that entire period. She is dead and should not have to pay for this, and I want to only pay through the date I notified Safe Home of her death (10/17/24). I had kept up with payments owed through that date.

  Business Response

  Date: 12/16/2024

  Response to BBB Complaint ID ********

  Safe Home Security acknowledges receipt of the request from *** ********* to terminate the alarm service for ******* ********* due to her passing. We extend our sincerest condolences to *** ********* and the family during this difficult time.

  We apologize for any insensitive information *** ********* may have received while navigating the cancellation process on behalf of his aunt. Please allow this response to serve as formal confirmation that the alarm service for ******* ********* has been canceled, effective December 11, 2024. There is no further billing obligation for the account.

  For context, the client executed a renewal agreement with us in June 2022 for a 60-month term. Representatives who communicated that monies would be owed to close the account were basing this on the terms of that agreement.

  However, after reviewing the account and considering *** *********** 28 years of loyalty to our company, we have terminated her account without any further obligations.

  Thank you for your time and attention to this matter. We kindly request that this complaint be marked as resolved.

  Best regards,
  Princess B***
  Manager, Retention
  Safe Home Security

  Customer Answer

  Date: 12/16/2024

  
  
  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:12/04/2024

  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.

  Approx 5 yrs ago Safe Home knocked on my door and ask to take at my monitoring system. They said that the company I currently was with was going out of business and that my monitor was out of date. They said they would be taking over for the persons who have *** in my area. The guy sat down and gave us an offer that included free monitor, ring camera, door and window alarms, etc. Well about 6 or more months ago I contacted them about my cameras no longer working. They said I didn't have warranty and to get warranty I had to pay an additional fee or pay 100 per hour for a tech to come out and look at my cameras. I then asked when my contract would be up They told me Jan of 2025. I asked for the buy out price it was astronomical. So I said when it get Cloe to Jan I will call and cancel then. I called today and now they are saying that my contract doesn't end until Dec 14 2025. The date keeps changing. They said it would be 1100 to cancel. I told them that the system isn't working and the guy told me it's monitoring like it's suppose to. I told them but the cameras aren't working he said that they don't monitor the cameras we do. I told him how can I when the solar cameras say they need charging and it cost an arm and leg to get a tech to come.out and look.at them. At this point I want out of my contract because they can not and have nor kept up their end of the deal.

  Business Response

  Date: 12/10/2024

  Response to BBB Complaint ID #********

  Safe Home Security acknowledges receipt of the complaint submitted by ******** ****** regarding her concerns about service fees, warranty coverage, and the expiration date of her current contract.
  
  1. Service Fee for Camera Inspection:
  The client expresses dissatisfaction with the $100 fee for inspecting her cameras or the suggestion to add a camera warranty to her account. It is important to note that the client’s current warranty covers “parts and labor” for system components (excluding cameras) and technician visits. As the requested service is not covered by the current warranty, our agents informed the client of the associated service charges.
  

  2. Contract Expiration Date Discrepancy:
  The client appears to misunderstand the terms of her agreement. She signed a 66-month contract on June 5, 2020, which is set to expire on December 5, 2025. To clear up the matter, I have attached a copy of the clients agreement for her to review.
  
  To address the client’s concerns, we have escalated her case to Senior Account Manager Josh S***** He will assist *** ****** in resolving her camera issues at no additional charge as a courtesy.
  We appreciate your time and attention to this matter.

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

  Business Response

  Date: 12/10/2024

  A copy of the agreement has been attached. 

• Initial Complaint

  Date:12/03/2024

  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've been trying to cancel service sense July 2024 I bought a new house and sold the house where the service was. So for 5 months all I get is the run around. I mailed a letter of cancelation in July as well. I'm not sure what else to do.

  Business Response

  Date: 12/10/2024

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

  Safe Home Security acknowledges receipt of the complaint submitted by ***** ***** regarding her request to cancel her service.
  
  *** ***** has requested cancellation of her service, citing the sale of her property located at **** ****** *****.
  
  The client has been informed by three representatives that she is still within the primary term of her agreement with Safe Home Security. Per the terms of her contract, cancellation requires the client to satisfy at least 90% of the total contract duration.
  For *** *****’s specific agreement, this means completing 54 of the 60 contracted months. As of December 6, 2024, the client has been provided a payoff amount of $394.94, which reflects the outstanding obligation.
  
  Once the payoff amount is received, Safe Home Security will proceed with the cancellation of the service. We kindly request that this complaint be closed as resolved.
  Thank you for your attention to this matter.

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

• Initial Complaint

  Date:12/03/2024

  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.

  My security system was installed in the summer of 2023. By December of 2023 the alarm would not set. I reset the alarm several times but it still didn't work but continued to pay for service. Spring 2024 I decided not to pay until the issue was resolved. I called the company on various occasions and was given the run around. Around October I received a text regarding my bill and I called once more regarding the issue. The person was rude and tried to act like I did not call in previously regarding the issue. I told them that I didn't have a problem paying if my system worked. Person was still rude. I told him that I was going to report them and sue because how can I be locked into a 5 year contract with s security system that doesn't work. They other day I was checking my credit and this company had reported me to the credit company. I decide to check my system yesterday and now it's working. I went ahead and paid my past due balance but I find it unethical to charge me for months my system was not working, put it on my credit and not inform me that the problem had been miraculously fixed, after I threatened to report and sue them.

  Business Response

  Date: 12/16/2024

  In Response to BBB ID ********

  At Safe Home Security, we have thoroughly reviewed *** ********'s account. During our investigation, we identified a period when the periodic test signals were not reporting to the monitoring station. It is important to clarify that this does not indicate the system was inoperable.

  Our records reflect that *** ******** contacted Safe Home Security on June 7, 2024, requesting service. While we made attempts to address her concerns, there appears to have been a breakdown in communication on our part regarding confirmation of the appointment and necessary parts. We sincerely regret this oversight.

  As noted in the complaint, the system is now signaling and communicating properly with the monitoring station. To resolve this matter, Safe Home Security will apply a seven-month credit to *** ********'s account, covering the period from when the service request was initiated to when the system was restored.

  Additionally, we have identified a low battery in the system. We are prepared to replace the battery at no cost to *** ********. To schedule this service appointment, we kindly ask that she contact our service department at her earliest convenience.