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

384 total complaints in the last 3 years.
165 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/29/2024
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.
I have attempted to cancel this service multiple times since 2021. Company refuses cancelations and continues to bill with additional charges. I have attempted over the phone and through email multiple times. The company is not providing a service due to the system not being in place.
Business Response
Date: 08/05/2024
BBB Complaint No. ********

In response to the complaint received : **** ******* had the
system installed in June of 2021. The letter requesting to discontinue service
was received in September of 2021 which is past the right of recession to
cancel services. the customer has the right to discontinue services but
will need to buyout of their agreement.

The customer can feel free to reach to the number below for
more information.

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Customer Answer
Date: 08/05/2024

Complaint: ********

I am rejecting this response because:
I was forced to sign another contract on September 2, 2021, null and voiding the contract from June 2021. I then submitted for cancelation of this new contract on September 3rd, within the cancelation period.
I had a phone call with one of their customer service representatives on 8/1/2024 who was able to see the cancelation notice I sent on file. And even they didn't understand why the cancelation wasn't being honored. The representative stated my case would be sent to the cancelation department and I would hear for them, but no response yet.

Sincerely,

**** *******
Business Response
Date: 08/13/2024
Senior Account Executive, Dawn D***** will be contacting the client regarding the matters stated in the compliant and to provide a resolution. Should the client wish to contact Ms. D***** directly, she can be reached at ###-###-#### and *****************.
Initial Complaint
Date:07/26/2024
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.
We called Safe Home Security to cancelled our home security service for * ****** *** ****** ** ***** in October 2023. We finally closed in January 2024 and moved to ***** ********. We never received any bills in November and December. We received a bill in March stating we owe them money. We called a number of times and got hung up on, put into voicemail or was put on hold.
Business Response
Date: 08/02/2024
In response to complaint ********,
Safe Home Security acknowledges the receipt of Mrs. **** *****'s request to
cancel her account due to sale of her home.

Our records indicate that the
client has not called into our company to inform us of the sale of her
home until we began making calls concerning a past due balance that the client
informed us of the move.

Currently, there is an outstanding
balance of $335.00, which must be settled in order to proceed with the account
cancellation. Senior Account Manager, Shane M****, has been assigned to this
case and will reach out to Mrs. ***** to resolve this matter.

We are committed to assisting Mrs.
***** and ensuring her concerns are addressed.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Initial Complaint
Date:07/26/2024
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.
Our contract with Safe Home Security (SHS) expired at the end of Junn with account # ******. My wife and I decided to not renew the service. So I wrote a cancellation letter to notify safe home security of our decision on not renewing the contract on Jun 22nd 2024. However, nobody responded to us. So I called them. A rep, Daniel with extension # **** picked up the phone, said to me someone would reach out to me quickly and they wouldn't automatically renew the contract without our consent because it was ILLEGAL! However, nobody reached out to me in 2 weeks. So I called them again on July 9th. Another rep, who happened to be their retention manager, picked up the phone. When I expressed our intention to discontinue the service, he repeatedly questioned and pressured me about my decision to not renew service. Despite making it clear that I did not want to renew service, he continued to question me in a manner that I found to be both intrusive and highly unprofessional. The simple request of not renewing the service took 30 mins over the phone but still wasn't addressed. Then he forwarded my cancellation letter to customer care. A ticket was created. On July 15th, a lady called and my wife picked up the phone. This was the third time we spoke with an SHS rep. My wife reiterated firmly that we don't want to renew the service. After the call, the ticket was closed. Few days later, when we thought everything was done and our intent was communicated, we received a bill from SHS, charging us $242.94 for monitoring 07/01/24 --12/31/24 without our consent. We don't know why this company makes cancellation so complicated and keeps ignoring customers' legitimate cancellation requests. We have no choice but seek help from BBB
Business Response
Date: 07/31/2024
In
response to BBB complaint ********, Safe Home Security
acknowledges the receipt of the client's request to cancel, with the client
citing that the cancellation process was "too complicated."

On June 22, 2024, the client texted our company requesting
information on how to cancel the alarm service. Three days later, a call was
placed to our customer service department asking for the same information. The
client called again on July 9th, reiterating the request for cancellation and
was assisted by a member of management to finally complete the cancellation
request.

Customer Care received the cancellation request on July 9,
2024, and the case was assigned to Retention Account Manager Alexis B*****s.
Ms. B*****s attempted to reach Mr. **** and initially left a voicemail. Mrs.
**** later responded to the voicemail and spoke with Ms. B*****s but declined
all attempts to retain the account. Consequently, Ms. B*****s processed the
account for closure. As per the ****s' agreement, a 30-day notice of intent to
cancel is required. Having received their request, we will proceed with the
cancellation, effective August 9th, 2024. Any invoice received by the client
for service beyond the cancellation request can be disregarded, as we will not
bill them for that period.

We appreciate Mr. and Mrs. ****'s patience during this
process and are committed to resolving this matter to their satisfaction.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 08/07/2024
I am still dissatisfied with how SHS treated customers. I sent an email to SHS for cancellation request on Jun 22rd, using the email address SHS listed on their website ***************************. Because SHS NEVER RESPONDED to me, then I called twice until a rep forwarded my request to customer care on July 9th. Then why did they treat July 9th as the first day of receiving cancellation request, not Jun 22rd? I sent an email on Jun 22rd, but no one responded, called the rep on Jun 25th but the rep did nothing. Why did I get penalized because SHS kept ignoring my request? I won't accept the resolution from SHS. This is the worst customer experience I've ever had.
Initial Complaint
Date:07/25/2024
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.
On June 2023 we called the service to have it discontinued. I made several calls trying to cancel this service. The representative promised to update the camera that wasn't working if I continued the service so I agreed and e- signed the paper that was emailed to me. They never came out with the camera that was promised, so I stopped payments. Now their collection department is harassing me to pay the bill. They sent me a copy of what I signed and there is no mention of them replacing or fixing the camera. We don't know if they copied and pasted my signature or what happened. I feel that they scammed me and are taking advantage of seniors.
Business Response
Date: 08/02/2024
In Response to BBB ID ********: We at Safe Home Security have been in review of the complaint submitted by Mr. ******* ******** along with his account. Multiple account managers have contacted Mr. ******** to provide a resolution to the matters stated in this compliant. Unfortunately, Mr. ******** declined the offers presented to him. We at Safe Home Security have processed the cancellation of Mr. ********'s account effective July 31, 2024 with no further obligation.
Customer Answer
Date: 08/12/2024
I have to the home security people and they stated that they would cancel any bill that they claimed we owed. I am awaiting written confirmation of this
Initial Complaint
Date:07/25/2024
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.
FOR SEVERAL YEARS WE HAVE PAID FOR SECURITY SERVICE. THEY ARE NOT MONITORING OUR HOUSE OR BUSINESS. BUT WILL NOT LET US OUT OF CONTRACT.
WE WANT THEM TO STOP TAKING MONEY OUT OF OUT ACOUNT.
Business Response
Date: 08/06/2024
In response to BBB Complaint ID ********, Safe Home Security
confirms receipt of *** ******'s request for cancellation. *** ****** has been
a valued customer since 2016 and renewed his agreement with us in 2021 for a
60-month term. During this period, *** ****** transitioned from using a
landline, which requires an upgrade to his security system to ensure proper
functionality.

To address *** ******'s concerns, we assigned his complaint
to Retention Specialist Kevin Huertas. When Kevin called the client to discuss
the available options, *** ****** stated, "I do not want anything from you
all," and then the call disconnected.

Given that *** ******'s system is inoperable due to the lack
of a home phone line, we are releasing him from his agreement penalty-free.

We appreciate *** ******’s patience and cooperation as we
work to resolve this issue. Should there be any further questions or need for
additional support, please do not hesitate to contact us directly.

Warm regards,

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 08/06/2024
We also have a clinic account that is not being serviced but are being charged. This was under the same complaint.
we are asking to be released from it also.
**** ******.
Customer Answer
Date: 08/07/2024

Complaint: ********

I am rejecting this response because:

Most Recent Message
Date Sent: 8/6/2024 4:54:49 PM
We also have a clinic account that is not being serviced but are being charged. This was under the same complaint.
we are asking to be released from it also.
**** ******.

Sincerely,

**** ******
Business Response
Date: 08/21/2024
Upon further review we will be moving forward with the cancellation of both accounts as requested. Please allow up to 30 days for the cancellation to be finalized.
Initial Complaint
Date:07/22/2024
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 security service was sold to Safe Home Security (SHS). Due to having security system issues, my wife called to see about having a technician come out to fix the system. The old company would send a tech for free. They tried to sell her insurance on several things including the battery at pretty high monthly costs so I called to cancel the service and the rep said that SHS would send a tech to our home for free to resolve the problem with the system if I did not cancel. I agreed. At the end of the call, the SHS rep offered a 36 month contract and I said I did not want a contract. I was never send the contract either. The technician came to the house, found the problem and fixed it. Then I received a call from SHS and they asked for me to send them the signed contract. I told them again that I did not want a contract. When I received my bill, there was a charge for the technician to come to the house. I called repeatedly again and they said that without a contract, there would be the charge. I told them that the SHS rep never told me that the contract was required for the free visit and I was never sent the contract. If I were told that there was going to be a fee, I would have cancelled the technician and the service. SHS keeps saying over numerous calls that the rep I spoke with is no longer with the company which is not relevant. The calls are recorded and they agreed to review the call and if I was not told that there would be a charge without a contract, then they would not charge me the fee. This has gone on for over two months now and they are now charging late fees. The expected resolution is to review the phone conversations and if I was not told that the contract was required to get the free visit, to remove the charge. If they say that I was told, then they need to send me the recording of the call and if I was told, then I will pay the fee. In all cases, SHS will need to remove the late fees due to them slow walking the resolution.
Business Response
Date: 07/23/2024
In response to BBB ID ******** submitted by ****** *******. We at Safe Home Security have been in review of the complaint submitted by Mr. ******* along with his account. Senior Customer Service Manager, Taylor A*****, has reached out to the client regarding the matters stated in this complaint. Unfortunately Ms. A***** was unable to reach Mr. ******* and a voicemail was left.

Ms. A***** has requested a credit on the account for the $99 that was improperly invoiced along with the two late fees for a total credit of $119.

At this time, there is a $27 balance on the account for the month of July 2024. Should Mr. ******* have any questions we ask that he contact Ms. A***** directly at ###-###-####.
Customer Answer
Date: 07/28/2024

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. SHS did leave a message and I called them back and left a message as well. They did let me know the credit was issued and I do appreciate it. Thank you.

Sincerely,

****** *******
Initial Complaint
Date:07/22/2024
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.
Safe Home Security continues to bill for the service that has been discontinued. Hundreds of dollars! Have written them to stop, no answer! 83 year old customer continued to pay for over a year (paid them approximately $467.88) after equipment removed. Notified in writing service discontinued and asked to stop billing. No response and billing continues with past due fees added! They bill for monitoring (as stated on the bill) yet tried to sign customer up for new service which is not logical. They seem to be confusing and preying on older people. When tried to sign customer up for new service via phone, were told no and told of billing situation and asked to stop contact with customer. No response, no help, and no customer service!
Customer Answer
Date: 07/22/2024
I did provide a customer ID number that I don't see here. Since you don't seem to have it, the customer ID, as stated on the bill, is: ******.
Business Response
Date: 07/23/2024
**** *** ****

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

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

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

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

I am in review
of the BBB complaint #******** concerning the account of ***** ******.

***** signed an
agreement effective 09/25/2019 for a term of 60 months with a monthly
monitoring rate of $35.99.

*****’s current
expiration date is 09/24/2024.

At this time *****
is not able to cancel without obligation unless she fulfills her buyout of the
initial term.

I have attached
a copy of the signed agreement showing terms.

Please refer to
#3. Monitoring as this outlines our auto renewal and cancel policy.

*****’s system
was working perfect until her system had a low battery in the keypad. The
battery then died.

***** did not
call Safe Home Security for service, however instead signed with another
company who then took over the system.

We will be able
to assist ***** and settle the account for $500.00.

Please let me
know how you would like to proceed.

Thank you,
AnnMarie M****
*********** *******
**** **** ********
**** ****** ******
*********** ** *****
Customer Answer
Date: 07/25/2024

Complaint: ********

I am rejecting this response because: In an attempt to assist ***** ****** with this complaint, we were not aware of any contract that she signed before. ***** was not able to remember signing this contract, or its terms, and certainly was not able to explain what happened. There was at least one correspondence with your office, inquiring about the bill, but was never answered. Only additional bills! ***** did not understand why she continued to receive bills with no service.
This 83 year old widow was unaware of the contract terms when she signed up with another company. And for this mistake, she has to pay $500? Again, you are taking advantage of an elderly person.
How about $250 to settle the account?

Sincerely,

***** ******
Business Response
Date: 08/01/2024
****** ** ****

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

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

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

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

I am in review
of the BBB complaint #******** concerning the account of ***** ******.

The prior
response to ***** ****** was rejected stating Mrs. Brooks was not aware of any
contract she signed.

For your review,
I have attached a copy of the signed agreement again, along with the signed
completed install document.

Safe Home
Security has rejected the settlement amount of $250.00 that was proposed.

However, Safe Home
Security will settle for $450.00 and no lower.

Please let me
know how you would like to proceed.

Thank you,
AnnMarie M****
Collections Account
Manager
Safe Home
Security
**** ****** ******
*********** ** *****
Customer Answer
Date: 08/02/2024

Complaint: ********

I am rejecting this response because: Will meet you in the middle at $350. Let's settle this account. What do you say?

Sincerely,

***** ******
Business Response
Date: 08/06/2024

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

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

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

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

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

I am in review
of the BBB complaint #******** concerning the account of ***** ******.

The prior response
to ***** ****** was rejected and requested to meet half way for $350.00.

Safe Home
Security has rejected the settlement amount of $350.00 and will stand firm with
the settlement of $450.00.

Please let me
know how you would like to proceed.

Thank you,
AnnMarie M****
Collections Account
Manager
Safe Home
Security
**** ****** ******
*********** ** *****
Initial Complaint
Date:07/22/2024
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 called about an issue with my camera outside which they did nothing about. At the time of the call they advised me if I added at 10 per month insurance then it would cover. Well my camera was not replaced or covered and when they sent over paperwork they added an extension to my contract. When I tried to close the acct. I was told my contract had been extended without my knowledge when the insurance was added.. t
Business Response
Date: 07/23/2024
I don't see the client has spoken to anyone here since 2022. There is no cancellation letter request on file and her agreement runs through 7/2025. If you would like to cancel you need to write a cancellation request letter and pay the remaining balance due through July 2025.
Initial Complaint
Date:07/01/2024
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 am seeking immediate release from contract. I never consciously signed up for a 5 year contract. I am selling the house and no longer need their services.. SHS refuses to cancel my account.. i am now a victim to deceptive business practices that seek to keep me financially hostage for another 4 years of uneeded and unwanted services.
Business Response
Date: 07/08/2024
Good afternoon, regarding the request to cancel the account, the company requires the completion of the agreement. As discussed with our representative, Rebecca P******, and the client, it was clarified that the agreement entails a $54.99 fee with a Parts and Labor Warranty and a 60-month term. During the account setup process, Ms. P****** informed the client about the necessary emergency contacts and the verbal passcode for verification. Additionally, Ms. P****** mentioned that the client's sister had a similar 60-month term and offered the same terms to the client, which were subsequently sent for the client's signature.Given this information, the agreement remains in effect. We offer the client two options: Pay the contract buyout $2,728.70. or transfer the system to a new address and continue the contract there.
Initial Complaint
Date:06/28/2024
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.
I have two business alarm monitoring accounts with Safe Home Security. One of the systems cell units stopped communicating with their cell monitoring May 24th, 2024. I called them about two weeks later and was only given the following two options to get my system working again:
1. I would have to pay $100 plus parts for a service call, or
2. I would have to sign up for a three-year service contract.
I did not want to do either, and since I was on a month-to-month agreement I said I wanted to cancel the sevices.

I spoke with Dawn D***** on June 27, 2024 and was told that Safe Home Security would not transfer ownership of the cell unit to me after the cancellation.

I originally signed up for the two alarm systems and monitoring with T**** ************ *** ********. The first location install was August 14, 2019, and the second location install was June 7th, 2020. The contracts for both of these systems state that the customer owns the equipment after installation.

Safe Home Security purchased my two contracts from ***** ************ *** ******** sometime in June 2023. I was not told that this was going to occur, and I was not sent new agreements.

As this is the case, Safe Home Security needs to honor the original contract terms that the customer in the owner of the alarm system after installation. I want to use my existing equipment including the cell units with another alarm monitoring service, but I cannot since Safe Home Security will not give me ownership of the alarm system cell units.

I have attached both original contracts and highlighted TERM 8 Ownership of SYSTEM on each.
Business Response
Date: 07/11/2024
tHE ACCOUNT HAS BEEN CANCELLED WITH NO FURTHER OBLIGATION TO SAFE HOME SECURITY. THE EQUIPMENT IS THE CUSTOMERS TO DO WITH AS HE WISHES.
Customer Answer
Date: 07/13/2024

Complaint: ********

I am rejecting this response because: Safe Home Security has not agreed to my desired settlement. While the Safe Home Security states in their response that

"tHE ACCOUNT HAS BEEN CANCELLED WITH NO FURTHER OBLIGATION TO SAFE HOME SECURITY. THE EQUIPMENT IS THE CUSTOMERS TO DO WITH AS HE WISHES."

they refuse to release the cell unit ***** back to me to use I as wish. Without the ownership of the cell unit ***** I cannot reuse the two alarm panels with another alarm company.

I have attached an email conversation I had with a SHS Customer Complaints representative, and he states that Safe Home Security will not release the the cell units and ***** to me.

Sincerely,

**** ******
Business Response
Date: 07/24/2024
Please contact customer service at *** *** **** and request the code.

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