Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

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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

519 total complaints in the last 3 years.
225 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:10/31/2024
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 never signed up for this service. I don't have any of their equipment yet I receive a bill in the mail every month.
Business Response
Date: 11/09/2024
** ******** ** *** *** ********* * **********

*** ******** claims he never signed up for this service. We
have spoken to *** ******** and explained we have video confirmation of the
customer agreeing to terms of our agreement. We also sent the customer the
contract and video acknowledging their services with our company.

We deem this debt valid and will proceed accordingly with
our collection efforts.

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Customer Answer
Date: 11/11/2024

Complaint: ********

I am rejecting this response because: The man in the video is NOT me. I have attached the video and my Driver's License. That is not me. The address where the equipment was delivered is not my address.

Sincerely,

********** ********
Business Response
Date: 11/25/2024
We have reviewed the account further and the gentleman in the video states that he is on of the names on the agreement as there are two account holders. To discuss this matter further, we ask that the client contact Mr. Jevaun P******* at ###-###-####.
Customer Answer
Date: 11/26/2024

Complaint: ********

I am rejecting this response because: The business has the name of the client which was not one of the names on screen in the video. That is proof that he fraudulently opened this account. The business has proof that he lied about his name. This issue should be resolved with Mr.P***** the client and Safe Home. I should not be held responsible for this. This is clear cut fraud.

Sincerely,

********** ********
Business Response
Date: 12/10/2024
If the client is claiming that his name was singed fraudulently, he would need to file a police report. As stated in our previous response, the man in the confirmation video confirmed that he was the secondary name on the account. Please direct any further questions to Mr. P*******.
Initial Complaint
Date:10/28/2024
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.
We had an original 36-month contract with Safe Home Secuity signed on January 9, 2024 at our previous address.
We moved from that address on August 16, 2024, and notified Safe Home Security of that fact, to which Safe Home Security replied that once we move into our new home, we would need to schedule an installation of the moved equipment to our new house with a new 36-month contract.
We moved into our new/current house on August 23, 2024, and signed the new 36-month contract on September 13, 2024.
On September 16, 2024, Safe Home Security charged our credit card $199 for the installation of the moved equipment to our new/current home.
We continue to be charged a monthly monitoring fee of $53.16 by Safe Home Security despite the fact that we have been unsuccessful in getting safe Home Security to install our equipment.
Multiple attempts to contact and resolve this issue with Safe Home Security have been unsuccessful. Every time I call, I am told that someone will get back to me and the never do. This is unacceptable and a breach of the agreement. We request a refund for 2 months of monitoring and cancellation of this contract for breach of its terms by Safe Home Security for failure to complete work.
Business Response
Date: 11/05/2024
Client declined service on November 4th. The original agreement will need to be paid off according to section 4 of the agreement.
Customer Answer
Date: 11/05/2024

Complaint: ********

I am rejecting this response because:

On Friday November 1, 2024, I spoke with Safe Home Security representative Angeles, who said she was one of their managers. I explained to her what was going on, and that it had been almost 2 months since I signed the contract with Safe Home Security, and we had not had our system installed. I requested cancellation of the contract, and she agreed that the situation was unacceptable and stated she would forward the information to Angela, another manager, for follow-up and asked me to send an email to ********************** to request the cancellation. On that same day I sent two emails to Safe Home Security. One to ********************** and one to [email protected]. Both requesting cancellation of the contract for failure to provide services.
On Monday, November 4, 2024, I received a telephone call at 9:46 am from Safe Home Security saying that a technician was on their way to my house and asked if anyone would be home. I told the representative, Josephine, that no one was at the house and that this was not discussed with me because the last conversation I had with Safe Home Security was with Angeles on the previous Friday when I requested cancellation.
This is the type of unscrupulous behavior I have been dealing with in connection to Safe Home Security. I will be following up this complaint with one to the CT Attorney General.

Sincerely,

********* *****
Business Response
Date: 11/05/2024
Response to BBB Complaint ID ******** Safe Home Security acknowledges receipt of the client’s complaint and request to terminate service. The client’s complaint outlines concerns regarding a two-month delay for a system relocation. The client's initial request to relocate the system was received on September 13, 2024. Following this, a mutually agreed-upon service date was scheduled for October 16, 2024, to remove the system from the client’s former residence in *********, **. On October 16, our technician arrived at the ********* property to find that the client had already removed the system himself and transported it to his new home in **** ******** **. This misunderstanding was likely due to a miscommunication with our customer service team, as the client had paid $199.00 specifically for Safe Home Security to handle both the removal and reinstallation of the system. To address this issue, we offered the client a two-month monitoring credit, applicable to the November and December payments. The client accepted this credit. The system reinstallation was then scheduled for November 4, 2024, another mutually agreed-upon date. However, during our dispatch team’s confirmation call on November 1, the client informed us that he intended to cancel and would be submitting a cancellation request. Please note that Safe Home Security considers the offer of a two-month monitoring credit as sufficient compensation for any downtime. Furthermore, the client’s decision to cancel and prevent the installation does not constitute a breach of contract on the company's part. Thank you, Princess B*** Safe Home Security Manager, Retention
Customer Answer
Date: 11/05/2024

Complaint: ********

I am rejecting this response because:
This Safe Home Security representative
is blatantly lying in her response. Apparently Safe Home Security representatives have
no problem with memorializing lies. I sold my previous house on August 16,
2024. At which time I removed the security equipment, why would I request to
have the system relocated a month after having moved. I notified Safe Home
Security in early August about my move and system relocation. What actually
happened on September 13, 2024, was that I signed the new contract with Safe
Home Security for the monitoring at my new house, because they required a new 36-month
contract instead of continuing my original contract, to get even more money out
of me.
And I am not sure what she is
talking about regarding the credit. I have been billed and charged for the last
2 months and I have not received any credit. If she can prove that I would
appreciate it. Again, a blatant lie by this representative. There was no credit
offered, and I did not receive a credit.
The call I received on
November 1, 2024, was not from a dispatch team, it was from a manager named
Angeles, who was calling regarding my complaint email that I sent to Safe Home
Security on October 28, 2024, requesting that they cancel the contract for
failure to provide services. During that call with Angeles, she stated that she
agreed with my concerns and texted me an email address to send my cancellation
request to. She also stated that she would send my account rep, Allison, a
message to follow-up with me.
Then out of the blue on
November 4, 2024, I received a call from Safe Home Security dispatch rep
Josephine, asking if I would be home because their technician is enroute to my
house. I informed her that no one was at the house and that I had no idea what
she was talking about because this had never been discussed with me previously.

Her last lie that I prevented
installation is laughable. They claim that their calls are recorded so I look
forward to when they are forced to turnover those recordings.

Sincerely,

********* *****
Business Response
Date: 11/19/2024
please refer to our previous response
Initial Complaint
Date:10/25/2024
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.
In 2021, we used a third-party vendor (Safe Home Security *********) to install our residential home security system. The service provider they used at the time was Safe Home Security based in *********** **. During the summer of 2024 our equipment was malfunctioning at Safe Home Security of ********* came out to inspect. They informed us we were do for an equipment upgrade but they use *** as a service provider now so we'd have to switch which we did. The service tech that installed the *** system on behalf of Safe Home Security of ********* failed to send in a notice of cancellation to Safe Home Security (**) so we reached out directly to them to cancel our service. Safe Home Security has refused to cancel our service. They have threatened us and bullied us claiming "tortious interference" which we had nothing to do with. The Representative from Safe Home Security (CT), Taverus, added his name to our account and now we are unable to speak to any other representatives at the firm to try to mitigate. He solely claims "we are under contract" and there is nothing we can do. Section 2.6 of the contact allows us to terminate early as long as we payoff the remaining 90% of the contract. We have offered to do this verbally on multiple occasions and formally in-writing on 10/23/2024. Unfortunately, they refuse to provide us with a payoff amount saying "their system will not do that" and were told by Taverus our only recourse would be to have their reps come back out and re-install their equipment.

In addition, we have always had our monthly payment pulled from our checking account with the exception of one month when we paid via **** in 2023. In an attempt to collect a monthly payment they charged our **** which was never authorized by us and we have now disputed the transaction with ****.

Our contract with Safe Home Security (**) runs up in April of 2025.
Business Response
Date: 10/30/2024
******** ** *** ********* ** ******

Safe Home Security acknowledges receipt of the client’s complaint and request for cancellation. The client’s complaint details confusion regarding the original installer returning to her home approximately three years after the initial installation to "upgrade" the system. During this visit, the installer reportedly informed the client that proceeding with the "upgrade" would place her under ***** umbrella.

The client’s experience with this individual may constitute tortious interference. Tortious interference occurs when a third party (in this case, ***) wrongfully interferes with an existing contractual or business relationship between two parties. In this matter, the affected parties are the clients, ***** *** ******** *****, and Safe Home Security.

At this time, the client remains contractually obligated to Safe Home Security until April 2025. If the client chooses to cancel services before that date, they are responsible for 90% of the unpaid balance as stipulated in the agreement.

The client is currently working with Customer Service Representative Taverus J******** in an effort to resolve the matter and retain the business relationship. Taverus can be reached at extension ****. If the client and Taverus are unable to connect directly, we look forward to receiving the client’s response via the BBB platform.
Customer Answer
Date: 10/31/2024

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

I am rejecting this response because: we have tried to work with Tavares who has been unwilling to provide us with the amount needed to satisfy the remaining 90% of the contract. We have tried to call Safe Home Security two additional times this week in response to a voicemail received on Monday evening but no one answers our call at the extension provided. Nor has anyone returned our call. I am simply requesting Safe Home Security to provide me with an invoice showing the final balance due to satisfy the contract and I’ll send them a check.

Sincerely,

******** *****
Customer Answer
Date: 10/31/2024
In addition, Taverus told us the only way to break the contract is to sell our home or for ***** to pass away. He never referenced Section 2.6 of the contract. I found that section myself when reviewing the contact. When we questioned Taverus on it he said there was nothing he can do nor would he allow us to speak with his Supervisor as they would tell us "the same thing". We have asked multiple times for the final payoff number and Taverus has told us that either he cannot give us the number OR that they would not accept our cancellation due to "tortious interference". Again, we simply need a final payoff number so we can fulfil the payment requirements of Section 2.6.
Initial Complaint
Date:10/23/2024
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.
Safe Home Security (SHS) (Adrianna V) ###-###-#### emails a new contract September 2024 requesting signatures /initials on a new contract, I refused to sign due to the contract was unreadable online unless I sign the document, signing online indicate agreement to the contents. The new contract indicates the present contract with SHS was due to expire upon the date the new contract was signed. During telephone conversation SHS customer service a request to terminate my business with SHS was discussed, copy of the contract, hand written letter dated 30 September 2024 from SHS stating the new rate would be 54.99 and additional 36 months nd a new contract would be offered, later in conversation 9 October 2024 SHS stated my contract would be extended past 2027. In the contract package dated from SHS stamped by **** on 9/30/ 2024 mailed from SHS same date, Customer received a Notice of Cancellation dated 9/16/2024 to be signed NLT midnight 9/19/2024, letter received from **** 5 October 2024, a call was placed the following week in protest, which indicate employee from SHS was determined customer received the Notice of Cancellation outside the window to Cancel my present business/ contract with SHS whereby I would have to extend my contract with SHS an additional 36 months. Reviewing my Bank statement it’s noted unauthorized withdrawal of $100.00 on September 19, 2024. SHS used my auto monthly pay method illegally for reasons unknown to customer ,survey of the customer Bank account being processed; regular payment made September 13, 2024 using Auto pay. SHS use delay tactics and bending terms in their Customer User Agreements/ contracts to delay/nullify customer’s contract requesting cancellations. *** the contract SHS cancellation of contract by the customer can be valid within the 60 day period if properly notified, as noted SHS used delayed tactics to invalidate /delay the customer response concerning cancellation of the contract date September 16, 2024.
Business Response
Date: 10/28/2024
There is a January 2023 agreement that runs through 2028, that is the agreement you are under. In order to cancel you would need to satisfy that agreement.
Customer Answer
Date: 11/07/2024

Complaint: ********

I am rejecting this response because:

I was a customer with another home security organization for 7-10 years prior to Safe Home Security (SHS). June 2018 or in that time period a Field Representative for SHS representative introduce himself as my present home security agent when he was truly an employee /agent for SHS changing/ misrepresentation the truth changing out the equipment and giving Ring cameras as a bonus. This agent/ SHS employee requested funds (check) to purchase a Solar panel (7x8 inches) for the camera. Several days later it was determine my home security service had been transferred to SHS illegally. A Better Business Bureau (BBB) claim was filed against SHS who admitted wrong doing and agreed to provide services at a reduced rated for three years, no service agreement (contract) was mention nor one signed during that time period.

Sincerely,

******** *****
Business Response
Date: 11/11/2024
Something relevant from 2018 would have to have been addressed then. You have been a client since 2016 and signed multiple agreements. The 2023 agreement stands.
Customer Answer
Date: 11/14/2024

Good Afternoon ******* : When I received the contract from Safe Home Security I was unaware that I was agreeing to a new or / any contract because I / customers are unable to read the contract without signing/ initialing you agree with the contents within, I ask SHS to mail me a copy of the contract using **** and they did after my suspense date was in valid.

BBB in regards to complaint #********.
Business Response
Date: 11/14/2024
The 2023 contract stands. Thank you. Clients have every opportunity to read it before agreeing to it.
Initial Complaint
Date:10/23/2024
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.
The company was not transparent with its binding 5 year contract when simply asking to replace expired Carbon Monoxide detectors which is a critical security/safety feature of their system. When selling my home, they consider this a breach of their 5 year contract and is billing for remaining contract (4 years in my case). All utilities have a non-binding agreement upon a sale of a house. This company forces consumers to pay for services no longer possible to provide. they are asking for final payment of $1588.93. I have been a customer since Dec 2018. I sold my home on Oct 17, 2024. Attached is a docu-signed contract which is burden with details. This is not a common practice with municipalities and should be halted.
Business Response
Date: 10/28/2024
******** ** *** ********* ** *********

Safe Home Security acknowledges receipt of your complaint and your request to terminate service. Your complaint suggests that we were not transparent during the renewal of your alarm contract.

After reviewing the matter, we would like to clarify the following:
We have a DocuSign agreement signed using your email, *****************.
Additionally, we have a recorded call where you agreed to the rate adjustment from $29.95 to $35.95.
During this call, the representative explained that the rate increase covered the service appointment, part replacement, and contract renewal.
Regarding your inquiry about selling your home, the representative advised that we can assist with either transferring the service to the new owner or relocating the system.

Currently, you are under contract until August 2028. However, we offer the flexibility to relocate your system to your new residence. If relocation is not possible due to the sale of your home, we can provide a free system replacement at the current service rate under a new 60-month agreement.

We look forward to your response through the BBB platform.

Princess B***
Manger, Retention
Customer Answer
Date: 10/28/2024

Complaint: ********

I am rejecting this response because of the following reason:
(1) The agreement terms were not clearly stated that upon selling the resident, the contract would need to be bought out through remainder of term. It is non-transferrable. In addition, I was under pressure to DocuSign a contract to get critical Carbon sensors installed into home which company did not notify me that they needed to be replaced every 3 years. Company has the responsibility to maintain a working system and failed to do so without overcharging for replacement components to the system or signing a binding long-term agreement.
(2) the agreement is unconscionable and binds the consumer to a 5 year contract. the agreement doesn't contain commonly practiced consumer provisions to terminate upon reasonable conditions, such as selling the home.. additionally, there is no harm or damage to either party upon termination. agreement is written to unfairly take advantage of the consumer. In this case, the consumer provided adequate notice of intended breach for selling the home. The company provided little to no remediation acceptable to avoid costly contract buy-out amount.
(3) According to business, there is no service possible at my new resident (city/state cannot be covered) to receive new system and continue contract.
(4) According to the business, there isn't a transfer option to buyer of my home but business would possible extend a discount if buyer contact them. Business representative was evasive about extending a discount if buyer of home signs a contract nor can the consumer encourage or ask the buyer to sign a contract.
(5) It is a common and standard practice for residential utility service providers to require a deposit and month to month contracts. This business is practicing a strong-arm, long-term binding contractual requirement for emergency services which do not aligned to general consumer agreements. Business is grossly unfair with terms, conditions, and fees for services and equipment.
(6) the client is willing to file a complaint to the ***** ******** *********** ****** since business uses internet/wireless/phone lines or other technologies as essential to the business's equipment and/or services to provide monitoring and dispatch of emergency providers. The business has failed to properly update their terms and fees in sufficient detail for services and breach of contract.

Sincerely,

***** *****
Business Response
Date: 11/12/2024
In response to
BBB Complaint ID #********, Safe Home Security acknowledges receipt of the
client’s rebuttal to our previous response. At this time, our position remains
unchanged. However, as a courtesy, we are offering the client the option for
the new owner to assume the existing contract in its entirety at the current
monthly rate.
After a thorough
review of the call between the client and ***** *****, it appears the client
believes we do not provide service in his new area. However, we do have
coverage there, with installers scheduled in the area four times per week.
We look forward
to the client’s response to this information via your platform.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 11/13/2024

Complaint: ********

I am rejecting this response because:
Dear Princess B*** - You’re entirely missing the point of the complaint I spoke with Shane to express the complaint directly with your business. The contract is unconscionable in terms when selling the home and terminating the agreement. And at that time, no service was offered or made available nor expressed that service is available. My position remains the same that your contracts do not align with acceptable practices.
The next time you will hear from me is from my lawyer. Do not contact me with a low level employee ever again

Sincerely,

***** *****
Business Response
Date: 11/25/2024
Please refer to our previous response, we've nothing further to add.
Initial Complaint
Date:10/22/2024
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.
I put my house up for sale September 4,2024 I notified the security company to discount the security service so they required me to send documents to show the house was on the market. I sent the information in an email. I was contacted to said I would need to send additional information once the house was sold. The house sold on Oct 16, and i contacted ShS to inform them that the house was sold to disconnect the service. They asked for additional information and I sent proof of sale. I got an email stating that I would need to pay 850. To disconnect the service. I don’t live at this house anymore. My husband passed away doing this ordeal. I need the company to disconnect the service and waive the outrageous fee.
Business Response
Date: 10/28/2024
******** ** *** ********* ** *********

Safe Home Security acknowledges receipt of your request to cancel service. In your complaint, you expressed concerns about the payoff amount of $850.00 quoted to fulfill the terms of your agreement, which was signed in April 2021.

After careful review, we have decided to release you from your contract. As of October 22, 2024, your account has been closed with no further billing obligations.

Thank you for your time and attention to this matter. Please consider this complaint resolved.

Princess B***
Manager, Retention
Initial Complaint
Date:10/21/2024
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 not had a contract or a working Alarm system in several years. I have contacted them several times to have them stop billing me for services. The alarm system has been inoperable for several years.
Business Response
Date: 10/25/2024
Per the complaint# ******** regarding **** *******,

Here is a copy of the agreement the customer requested
validation. Please note the account has had good signals up until the customer
was escalated from our collections department.

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Initial Complaint
Date:10/18/2024
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 was no longer happy with my service with Safe Home Security, Inc . I didn't know how to use alot of the system . Never taught how to use the locks on door entry or the panel in the wall . When trying to upgrade the cost was no longer within my budget , and i just became very dissatisfied with their system . The people were very nice on the phone until I decided to change companies. They would no longer help me with anything and became very abusive and rude . I ask to buy them out for the 9 or 10 months left , but they are just fighting me and charging me late fees . When my original contract with Safe was sold and became a different company for me to deal with , I ask for a paper copy of the contract . They have never sent me a contract , and still refuse to do so .This has been going on for 5 months now . I'm a disabled , 70 year old widow and have never been treated so poorly. I put a new system in that is so easy for me to use and they have come back many times to make sure I know how to use it . All I want to do is buy out Safes contract and wish them well .
Thank you so much for your time,
****** *****
Business Response
Date: 10/28/2024
Response to BBB Complaint ID #********:

Safe Home Security acknowledges receipt of the clients request to terminate her alarm service with us and receive a payoff amount for the remaining contract.

We understand that your reason for canceling is based on difficulty using our service, which led the client to switch to a more user-friendly provider. At this time, we will honor the clients request. A payoff statement in the amount of $1,013.85 will be mailed to the client within the next few business days.

Thank you for your time and attention to this matter. Please consider this complaint resolved.

Princess B***
Manager, Retention
Customer Answer
Date: 10/28/2024

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.

Sincerely,

****** *****
Initial Complaint
Date:10/17/2024
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.
We have been working with a alarm company-Safe Home Security(SHS) for more than 15 years, This July alarm system was not working, We called SHS. They sent a technician came to fix it and found panel was dead. SHS refuse to replace panel. So there was no service. We were not happy. We sent a written termination letter(certified mail) to SHS on 9/18/24. But company said we have contract with them so we can not stop. At this moment we realized so call"contract" is totally favorite SHS but not for consumers. So it is raising a question: at this situation as consumer we can or can not stop service?
Business Response
Date: 10/18/2024
Hello **** **,

Thank you for taking the time to speaking with me this
morning.

At this time we are unable to rescind the 60 month contract
that you are currently in. I took the liberty to attach the call where your
husband was well aware that he was signing a 60 month agreement & knew it
was a 5yr contract. In the background you were also there.

Safe Home is willing to replace your panel at no cost and
get your system fully functional for the time you will be in the contract.
Please let me know when we can schedule a technician to service your equipment.
(Call was sent to client via email)

Thanks

Miguel C********
Director of Dispatch & Services
Customer Answer
Date: 10/22/2024

Complaint: ********

I am rejecting this response because: We have been working with security company-safe home security (SHS) for more than 15 years At first 6 years we had paper contract with them every 3 years. Since then we did not have contract with them In early Feb. we would renew our housing insurance we need a certificate. I called SHS about this. An agent on the phone told me they could give this but need sign a contract. I agreed over the phone .When we got contract through e-mail. I did not check detail very carefully and e-sign it. We never thought there would be something waiting for us. In middle of July the alarm system was dead We called SHS. They sent a technician come to fix it and found the panel was
dead. The company refused to replace panel. My wife called Jessica on 8/13, 8/14,8/16 and left message to want discuss the problem. We did not get real response. Since panel was dead in July there was no any services till now SHS automatic took money from our bank account in July and August. In Sept. we stop auto-pay SHS still continue to bill us with penalty charge. We were not satisfied and sent termination letter(certified mail) to SHS on 9/18/24. SHS said we have contract with them and we can not stop. When I read contract once again. I realized the contract is totally favorite the company not for consumers . It is not fair. We feel that we have fallen into the trap.

Sincerely,

********* ****** husband of **** **)

**** **
Customer Answer
Date: 10/22/2024
To whom it may concern:
Yesterday we found some information from channel * in ******* ** :*** ******* ***** ********** is taking action to simplify the process of canceling membership and subscriptions after receiving tens of thousands of complaints
Our question is: Does this rule apply to our case?
In addition we recently do some research and found majority security companies no contract with consumers.
Business Response
Date: 10/23/2024
They are referring to contracts that are rolling after the term is complete. You have a contract that is in an initial term.
Initial Complaint
Date:10/14/2024
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.
In early July 2024 I was informed by Safe Security system that my alarm system was no longer working because it went through my phone and I had to pay $350 to make adjustments. They took the money out of my credit card. All this was early July (2024), weeks went by and no tech called me for the new equipment. I made a total of six calls with no luck on when I would see a tech to repair my system. Originally I asked them why no one contacted me as there records had to show that my system was through my phone. Again no one knew the answers. I wanted my money back and my quarterly payment of $80 plus for coverage in Aug as they told me my system was not working and as I lived in the sticks it would take a longer time to come to my house. I live less then a mile to ****** ** the capital of ***. One even suggested that maybe I knew someone that could apply for a job. On 9/4/24 the tech came and advised me that my system was in good working condition and did not need repairs. It took them over 30 days to return my $350 and then they were going to charge me a tech visit that I never needed. I then asked them when my contract renewed and they sent me electronic copy of a contract that I never saw and never signed. Usually if you sign a contract when the party receives it back they send a copy for the customer. As I was having problems with the co in early July I would not have signed a new contract with them. I’m 76 years old and can’t afford an attorney. I need advice on how to handle this fraudulent agreement.
Business Response
Date: 10/25/2024
Response to BBB ID ******** submitted by ******* *******

Upon a thorough review of the account and the complaint submitted, we confirm that a refund has been processed, and a credit has been applied to cover the November invoice.

Please note that an agreement was signed in July 2024. However, after our technician verified that the system was fully operational, this agreement was voided.
The active agreement currently on file remains valid through November 2025, with verification that it was signed by the client using an identifiable IP address. A copy of this agreement is attached for reference.

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