Business Profile

Security Systems

Safe Home Security, Inc.

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

507 total complaints in the last 3 years.
207 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:09/24/2024
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 is charging me $4,371 for a service that was non existence. When I asked to send me proof of contract, they sent me one with a forged signature an initials!!! They ruined my credit score
Business Response
Date: 10/08/2024
In response to BBB ID ******** submitted by ****** *******,

We have reviewed the agreement in question and confirmed that it was sent to the customer’s email address, which was provided as part of this complaint. Our records also indicate that the agreement was signed using the IP address associated with the customer at the time of signing, confirming that it was completed by the customer. A copy has been attached for reference.

As it stands, the balance on the account remains due. To resolve this matter and settle the account, the customer may contact Mr. Jevaun P*******, at ###-###-####, extension ****.

We are committed to working with the customer to resolve this issue as promptly as possible.

Sincerely,
Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
###-###-####
Customer Answer
Date: 10/23/2024
Goof morning, am sorry I could not reply earlier. Unfortunately this matter has not been resolved. The contract they have is not legal and I can prove it. That is not my signature or IP address. It was computer generated it was never presented to me. This is nothing but a well organized Scam. Please help me!!!
Customer Answer
Date: 10/24/2024
Date Sent: 10/23/2024 11:05:37 AM
Goof morning, am sorry I could not reply earlier. Unfortunately this matter has not been resolved. The contract they have is not legal and I can prove it. That is not my signature or IP address. It was computer generated it was never presented to me. This is nothing but a well organized Scam. Please help me!!!

Business Response
Date: 10/28/2024
Please refer to our previous response, if the client is stating that it was not their signature, a police report would need to be filed.
Customer Answer
Date: 11/03/2024
Hello, am attaching photo of my DL. And next to it is forged signature in a contract that was computer generated, and I had never seen, signed or agreed upon.
Initial Complaint
Date:09/23/2024
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 signed with this company November 27th 2018 for a 5 year contract ending last year in 2023. I am a disabled senior citizen and was not in my right mind when i signed this to begin with but finished the contract anyway. I live on social security and dont even have money for food by this time in the month and needed to cancel this system that hasnt even ever worked right. When i called to cancel they told me i was automatically renewed for another 5 years until 2028
I CANT afford this and this is illegal i never signed another 5 year contract, just only in 2018. I tried stopping payment with my bank and they said i cant and that i had to talk to safe home. I will not pay another penny to this company and this is preying on the elderly and trapping them in predatory autorenewing contracts
Business Response
Date: 09/27/2024
Safe Home Security acknowledges receipt of the client's
request to cancel their alarm service due to affordability concerns. I had an
in-depth conversation with the client on September 23, 2024, where she
confirmed that she signed with a new provider on September 21, 2024, at a rate
of $10.00 per month. The client also indicated that the new provider advised
her to file a complaint against our company in an attempt to cancel our
service.

However, the client is not within her rights to cancel our
service at this time. She renewed her contract with Safe Home Security by
signing and returning the mailed contract in February 2023, committing to a
60-month term. Additionally, we have a recorded call in which she agreed to the
terms of this renewed contract.

We advise the client to promptly cancel the agreement with
the new provider to avoid paying for services from two companies but only
receiving service from one.

Thank you for your time and attention to this matter and we
look forward to the clients response.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Initial Complaint
Date:09/23/2024
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 trying to discontinue my service and this company is simply harassing me with the reason for discontinuation. I have called and spoken to four people already. They would not send me the date and time the service is going to be discontinued. I have been a 5 year customer and I am not in any contract . They spend more time frustrating you and intimidating you than just clicking the button to discontinue. They are just a middleman to ********* Just amazed this is happening in 2024.
The service came through the builder and had not had the chance to review it until now. Hardware started having issues and that is when I decided to take a look. I sorely regret not acting on it sooner. They feel entitled to my home’s security and the monthly charges. I am the customer and I know better what I want, just discontinue my service period.
Business Response
Date: 10/02/2024
The account has been cancelled as requested with no further financial obligation from the client. Please close this matter as resolved.
Initial Complaint
Date:09/20/2024
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.
3yr Contract alarm monitoring service ends October 2024
Cancellation notice sent to them via certified mail received August 2024 via USPS confirmation
Safe Home states "they don't have a cancellation notice"
Contract originally through **** ******** Builders (home sale closing date October 7, 2021) who sold alarm service to Safe Home Securities
Previously told by SHS " I cannot cancel"

Terrible service. I want to cancel, autopay continues, next due October,
USPS certified tracking # below requesting contract termination
Business Response
Date: 09/24/2024
In response to BBB Complaint ID ********

Safe Home Security acknowledges receipt of the complaint
submitted through your platform concerning client ******* ***********. The
complaint references the client's request to cancel services in October 2024,
at the conclusion of her alarm monitoring agreement.

We believe this complaint is unwarranted, as the client has
been previously informed of the cancellation process and has followed it
appropriately. The client’s contract began on October 31, 2021, with a 36-month
term, expiring on October 31, 2024. Per the contract, a 30-day notice of
cancellation is required. The client submitted her cancellation notice on
August 24, 2024, providing more than the required 30-day notice.

As the necessary steps for cancellation have already been
followed, we consider this matter resolved and respectfully request the closure
of this complaint.

Thank you for your time and attention to this matter.

******** ****
Manager, Retention

Safe Home Security
1125 Middle St.
Middletown, CT. 06457
(844)445-8360 x1184
************************************
***************************
Customer Answer
Date: 09/24/2024

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.
Had Safe Home Securities confirmed my cancellation and receipt of my certified letter at any point over the past several months of attempts to confirm with them, a BBB complaint would not have been necessary. This acknowledgement from the business is the only response I have had.
Thank you BBB for your help.

Sincerely,

******* ***********
Initial Complaint
Date:09/19/2024
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.
I contacted Safe Home on 9/12/2024 wanting to buy out my contract and go with another company. After speaking with one very rude customer service rep and a rude manager and then spoke with another customer service rep., who was very nice. I was finally told that I could buy out the remainder of my contract. I was told to request the buy out and request of cancelation of my account in writing. I sent the email on 9/17/2024 with the requested information and have money in hand to pay what is due. A manager responded to my email and said, "Hello, I'm responding in regards to your request to close your account with us. Unfortunately I would not be able to close the account due to the length of your current agreement with us. The length of your agreement is 66 months and it was signed and processed. We stand by the agreement and are obligated, per our agreement, to monitor you for its entirety. I’m assigning your case to ******* ******** she will follow up with you to discuss any issues or concerns you have."
I am reading over and over on the BBB complaints and Safe Home how unsatisfied customers were given the option to buy out and close their accounts. Why am I having to jump through hopp after hoop to get the same result? I am not asking for anything other than to pay what I owe and have the account closed. I called today after receiving this response and was told that the amount quoted to me for the buy out was correct but since a manager said they can't to it, the customer service rep couldn't help me any further. I have now sit and wait for ******* to contact me?! "It's a process that can take up to 30 days to research and they SHOULD be able to honor my request?? This company. At this point I am over who's right or wrong, just take my money for the buy out. One the worst experiences of my life dealing with this company.
Business Response
Date: 09/23/2024
The buyout amount on this account is $2051.66. We will accept that to close the obligation.
Customer Answer
Date: 09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22305911, and find that this resolution is satisfactory to me.

Sincerely,

Heather Fleeger
Initial Complaint
Date:09/18/2024
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.
The problem is that I’ve been trying to cancel my service with this company I’ve been trying to cancel my service since over a month on 0801/24 I called to request to cancel then I get upsell on other products told I was gonna get a call back on 08/02 never received a call back call back on 09/01/24 to request to cancel again I was told to request it on their website which I did then again I get a call saying why do I want to cancel and to allow them to check my system and try them out. I go again on their website 09/17/24 to request to cancel now I get a call back saying to write a letter to cancel because they are no verbal confirmation to cancel. I then had billing issue were I was never provided billing dates correct and they reported me to credit bureau saying I was late and they took over a company call protection source and when the takeover happen I never received any agreement for the new company I was told they are not required to provide one.
Business Response
Date: 09/24/2024
In response to BBB Complaint ID ********: Safe Home Security
acknowledges receipt of the client's request to terminate their alarm service.
The client was previously informed on multiple occasions that their alarm
monitoring agreement was valid until January 2025. However, after a thorough
review of the account, we have determined that the client is actually on a
month-to-month basis.

As such, the account is eligible for immediate closure.

We sincerely apologize for any inconvenience this may have
caused the client.

Princess Blue
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Initial Complaint
Date:09/13/2024
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 called to confirm I wanted to buy out my contract as stated I could by a Serenity for somewhere around $800 a few months ago. This time I spoke with a Lyzzy who told me I couldn’t do this and I had to wait until the contract ended. When I explained I had moved, am renting out my previous house and my new landlord wouldn’t let me transfer my service, she proceeded to ask why I would want to let my renters die in a fire. I explained that it’s ridiculous she would ask me that question and she could be assured that my home contained other top of the line alarms that would keep them alive. She argued me they wouldn’t and again asked how I could be ok with letting people die. I then stated that her opinion is neither here nor there and I wanted to buy out the contract… I’m fine paying full price… she asked why I wouldn’t just do it when I spoke with serenity… because I wasn’t financially able to at that point as if that’s any of your business. I kept asking to speak to someone else… anyone else and she held me hostage. So I remained calm, said thank you and hung up. I then called the complaints line and the person picked up laughing… because it was Lyzzy! I asked once again to please be transferred and she refused. “I don’t need to transfer you, I have the power to do anything” then asked if we could go over the contract. I asked her if she had any intention at all of transferring me and she said only after we went through the contract. Fine. I did learn that I couldn’t buy out at 90% unless I transferred my contract to a new location WHICH MAKES NO SENSE. Why would I buy out my contract just to transfer? Hello? I’d just transfer! I decided not to argue. I gave her a little spiel about entrapping the customer… just transfer me! I asked almost 10 times! I want out of this contract! Worst service ever. I can’t even call a complaint line to get help. She even questioned me on the CM detector, acted like I was lying when I said my home didn’t have gas. Come on!
Business Response
Date: 09/27/2024
Response to BBB Complaint ID
********:

Safe Home Security acknowledges
receipt of the client’s request to cancel her alarm service and receive a
payoff amount. The client has expressed a desire to end the service due to
renting out the property and the renters' decision not to use our alarm
services.

This case was assigned to Milagros
C******, Senior Account Executive, to assist the client with potentially
transferring the service to her new residence so that she could continue to
benefit from the payments made. The client had one conversation with Milagros,
during which a follow-up call was scheduled, but the client has not responded
to that follow-up attempt.

At this time, we will honor the
client’s request to cancel and will generate a payoff amount equivalent to 90%
of the remaining contract balance, totaling $538.08.

We appreciate your time and
attention to this matter and respectfully request that this complaint be closed
as resolved.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Initial Complaint
Date:09/10/2024
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.
Paid credit union to stop automatic payment to stop and call Safe Home Security to stop services. They charge twice as much as other security systems. This caused credit score problems.
Business Response
Date: 09/23/2024
In response to BBB Complaint ID ********:
Safe Home Security has received
the client's request to terminate their service. The complaint outlines the
client's desire to cancel due to lower pricing from other companies, their
decision to stop making payments, and the subsequent reporting of delinquent
payments to their credit report.
The client is currently under an alarm monitoring agreement until March
2025. As per the terms of this active agreement, we report payment or
non-payment to the credit bureaus every 30 days.
We understand that financial challenges may arise, and as such, we offer
accommodations such as free monitoring months or reductions in the monthly
bill.
Senior Account Executive Rebecca P****** has reached out to the client,
offering to settle the outstanding balance and reduce the monthly monitoring
rate to $51.99 for 60 months. This offer is valid through the end of the month.
Please mark this complaint as resolved, as the client is currently working
with us.
Initial Complaint
Date:09/06/2024
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 received a text that I have had my security system equipment for 5 years and it needed to be upgraded. I was with *** security. Upon arriving to my home, the salesman told me that Google had bought *** and this was the new company. They upgraded my equipment and had me sign a new contract with safe home security. Several weeks later *** called me and wanted to know why I canceled with them. I told them the story. They said that was not true that I had been scammed. Safe home canceled my ***, but not immediately. They waited long enough so I could not get out of the contract and owed another month to ***. I want out of the safe home contract and go back to ***. Can you help me?
Business Response
Date: 09/20/2024
Good afternoon,
We are responding to the BBB complaint filed by *** *******
Please review our response attached.
Thank you.
Initial Complaint
Date:09/03/2024
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.
The company was contacted to simply cancel their service. They won't do so over phone, made it complicated then the agent I was told to email in writing to cancel, said they can't do it after 4 years and no contract was active. They are attempting to force me with cameras that haven't worked on a year to wait 60'days to cancel but won't give me definitive answers in writing or over the phone. It's a switch and bait extortion predatory type business tactics that are deemed illegal I believe in most states including Arizona. After 4 years of paying, this company won't let me simply part ways without making everything as difficult as possible.
Business Response
Date: 09/13/2024
I am writing in response to BBB complaint ID ********. Safe Home Security has reviewed the complaint submitted by ******* ******.

The client has expressed a desire to cancel his alarm service with us. However, he has not provided a specific reason for this request. Despite the lack of details, we have noted his ongoing concerns.
Recently, Mr. ****** has been in communication with me, Princess B***, pressing for an early termination of his service, which is scheduled to end in November 2024. He has referred to his installation completion certificate as a contract, although he was provided with a copy of the alarm monitoring agreement, which he disputes.

As a gesture of goodwill, Safe Home Security is willing to expedite the cancellation process and terminate the service at this time, rather than waiting until November 2024.

Thank you for your attention to this matter.

Sincerely,
Princess B***
Safe Home Security
Customer Answer
Date: 09/22/2024
Safe home security lied to you regarding their response. They not only didn't accommodate me, in writing this scam of a company had the nerve to admit they allows me to pay for their faulty equipment for over one year. This entire agreement was only 39 months and hadn't been functioning since 2022 but they admit they want me to pay 60 more days or November to get out of an expired agreement that I was not obligated to now going on 10 months. This company needs to be investigated by the full authorities and you need to hold their lies to you accountable. They have pre billed me for October. They have given no courtesy and misled you as it appears they mislead all their customers if you do a simple review of their scam service fees.
Customer Answer
Date: 09/23/2024
Date Sent: 9/22/2024 1:15:43 AM
Safe home security lied to you regarding their response. They not only didn't accommodate me, in writing this scam of a company had the nerve to admit they allows me to pay for their faulty equipment for over one year. This entire agreement was only 39 months and hadn't been functioning since 2022 but they admit they want me to pay 60 more days or November to get out of an expired agreement that I was not obligated to now going on 10 months. This company needs to be investigated by the full authorities and you need to hold their lies to you accountable. They have pre billed me for October. They have given no courtesy and misled you as it appears they mislead all their customers if you do a simple review of their scam service fees.
Business Response
Date: 10/04/2024
Please refer to our previous response, we have nothing further to add.

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