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

527 total complaints in the last 3 years.
227 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:12/03/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Been trying to cancel for month since my husband jas been out of work we can afford to pay let alone pay any of our bills we are barely getting by trying to pay everything. I've asked multiple times to cancel because I just can't afford it and we are struggling. They say we have to pay all the way through 2027 and they are also affecting my credit score! I moved out of state as well so I'm literally paying for a place I'm not even at. Told them that as well and they said I can cancel but have to get another contract for 5 years! when I'm not even going to be at this place for 5 years! All I want to do is cancel without paying till 2027 and get it off my credit report but they are being snobby and saying they can't do anything. This place is just a scam and rip off
Business Response
Date: 12/10/2024
Response to BBB Complaint ID #********
Safe Home Security acknowledges receipt of the complaint submitted by ***** ******* regarding her request to cancel her service.

Ms. ******* has requested to cancel her service due to financial difficulties resulting from a job loss.

We empathize with the financial challenges Ms. ******* is facing. However, as the client entered into a 60-month agreement on September 26, 2022, we are unable to cancel the contract penalty-free at this time.

As a gesture of goodwill, Safe Home Security has applied a one-month credit to Ms. *******’s account. This credit will cover the charges for September 2024 as the client is presently past due.
We thank you for your understanding and attention to this matter and respectfully request that this complaint be closed as resolved.

Sincerely,
Princess B***
Retention Manager
Safe Home Security
Customer Answer
Date: 12/10/2024

Complaint: ********

I am rejecting this response because: we currently cant pay for it let alone even use it because we moved to a whole different state and no I do not want to close it and open a new one for this state. We have the hardware and can return I am not posting for something I don't use I can barely even afford to pay my mortgage and bills and buy food. So there is something as a big business you guys should be able to do if you are that greedy then how much is it to close my account and if there's a discount or something you can take off. Because I CANT afford it thanks.

Sincerely,

***** *******
Business Response
Date: 12/17/2024
Dear Mrs. *******,
Thank you for sharing your concerns with us. We understand your position and
the challenges you are currently facing financially; however, the company's
position remains the same.
As outlined in Section 3, Page 1 of the monitoring agreement you entered
into with Safe Home Security is for a period of 60 starting September 24th,
2022.
We acknowledge your financial situation and appreciate your willingness to
return the hardware. While we cannot waive the contractual obligations at this
time, we have provided a 1 month monitoring credit already towards the clients
past due balance. If you would like to know the cost to close your account,
please let us know, and we will provide the necessary details.
We sincerely regret any difficulties this has caused and are committed to
working with you to explore any feasible solutions.
Sincerely,
Princess B***
Retention Manager
Safe Home Security
Initial Complaint
Date:12/02/2024
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 been using their services for almost 3 years. Last year, when I called, they proposed a 3yr contract which I declined. However, they pulled my credit without authorization! They placed a credit account, even though I do not have any credit account with them. I do not have contract, without authorization they pulled my credit. I have been using their services, but that is the extend of it. There is no credit account nor was one ever authorized for it to be a credit account. They assumed an alarm monitoring account by purchasing contracts from **** ******** which we originally signed up with during our home purchase. I have never signed any agreements nor have I ever asked them for their services. They have been billing me for alarm monitoring and my credit card has been on file. It is set up for automatic payment. The last billing statement supposedly was not paid, and no reason has been provided, even though for the last 3 years, automatic payments have been made with my credit card. I require immediate cease and desist and removal of derogatory reporting from my credit report.
Business Response
Date: 12/05/2024
All clients are reported to ******* monthly. The contract is valid and month to month.
Initial Complaint
Date:12/02/2024
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.
Installed home security system w Safe Home Security Inc on 09-20-2018. Contract was for 5 years, ending on 09-2023. Monthly payments of $56.99, but changed to $61.99 without notice. Company stated that I signed a 2nd contract, but I did not. They have refused to send me a copy of the new signed contract. When I've attempted to call and speak to them, they've hung up on me. Multiple attempts made between June 11 and July 1 of 2022,on five different calls. Had attempted to request a service tech come fix. Was told on 07-01-2022 that I'd have to wait up to 4 months due to no techs available in the area.

On 09-15-2022 Dave H*****, a tech from *** finally came and fixed the system. The alarm went off while he was here. His thought was that the company set it off on purpose. It was too ironic the alarm went off to him.

On 07-17-2024, I called 800-833-3211, followed the prop to press 6 to close my account. It took me to an auto message from assistant manager, Jeremey Ladmer that my account number was ******. But no other information or assistance on this call.

I received an email on 07-17-2024 from assistant Pearl Wilson asking why I wanted to close my account. I responded the materials don't work properly. Costs too much. And have attempted to close my contract for over 2 years. I want to end my contract immediately. She was going to contact finance, and stated that Jeremy would call me.

Finance continues to withdraw monies from my account 09-16-2024 to present. To date, I've not received a call as promised from Jeremy Ladmer, a letter, or any other email.

I want my account with them closed. I don't want them to withdraw any more funds.

I've also sent a letter by certified mail on 10-29-2024 to: Safe Home Security, Inc, **** ****** ******* *********** ** ****** Stephanie C**** signed for it on 11-05-2024 per my receipt of certified mail card. In my letter to them I requested they send me a notice that act was closed, and refund any monies removed from act.
Business Response
Date: 12/10/2024
In Response to BBB ID ******** regarding the account for *** ******. Please see a copy of the letter mailed to the client on December 3, 2024 confirming the cancellation of the account.
December 3, 2024 Account: ******

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

**** *** *** **** *******
My name is Princess B***, and I serve as the Retention Manager for Safe Home Security. I am writing in response to your request to cancel your service with our company, citing system malfunctions and our delay in resolving these issues.
We sincerely apologize for the inconvenience our delays may have caused and truly regret not meeting your expectations.
Please accept this letter as formal confirmation that your account with Safe Home Security is being processed for closure effective January 1, 2025. There are no further billing obligations associated with your account at this time.
Thank you for your time and for bringing this matter to our attention. If you have any additional questions or concerns, please feel free to reach out.
If you have any questions, you can reach me at ************** * ****, or by email at *****************************

Sincerely,
Princess B***
Manager, Retention
###-###-####
*****************************
Initial Complaint
Date:12/02/2024
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.
My parents (two elderly people in their 80s) recently decided to change security system providers. The new company is willing to buy out their existing contract but Safe Home is refusing to cooperate. I have spoken with Safe Home reps on 11/17/24 and 11/26/24 and been given various roadblocks and excuses as to why this cannot be provided after being initially told it could be done. Finally, I spoke with someone today and was told flat out they would not cancel the contract at all unless my parents either moved or died. I do not believe he is being truthful, as other reps
with this company have never mentioned that we could not have the new company buy out the contract. Also, I spoke with another rep on 11/26 and she claimed it was illegal for us to have a new company come in and buy out the contract. This I am certain is incorrect and meant to
mislead us. The contract states in section titled "EARLY CANCELLATION" that we can cancel the contract with 90% of the unpaid contract balance paid. So far, no one has been willing to provide this amount.
Business Response
Date: 12/03/2024
We cannot locate the account in question without the name and address of the account holder as you are not a client.
Customer Answer
Date: 12/04/2024

Complaint: ********

I am rejecting this response because: it was stated they could not locate the account. Their customer number is ******.

Sincerely,

******* *********
Business Response
Date: 12/16/2024
In Response to BBB ID ********: Our records show that a final invoice was sent to the client on December 6, 2024. A copy has been attached for reference. Should you have any further questions, please let us know.
Initial Complaint
Date:12/02/2024
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.
Card on file expired. Instead of contacting me , sent a text and charged a 20 dollar late fee. Paid today but if this is how you do business, I am canceling my account.
Business Response
Date: 12/10/2024
******** ** *** ********* ********
Safe Home Security acknowledges receipt of the complaint submitted by ***** ***** regarding her cancellation request.
*** ***** has expressed dissatisfaction with how she was notified about her declined payment for November.
We sincerely apologize for any inconvenience this may have caused. Please note that Safe Home Security’s standard procedure for notifying clients of missed payments includes both a text message and an official bill sent to the client’s home address. This approach ensures that the notification reaches the client effectively, as phone calls may go unanswered.

*** ******* cancellation request has been assigned to Senior Account Manager Josh S***** who will contact her to review our notification processes and address her concerns.
We kindly request that this complaint be closed as resolved.
Thank you for your time and attention to this matter.

Sincerely,
Princess B***
Retention Manager
Safe Home Security
Initial Complaint
Date:11/27/2024
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 completed our contract time and was emailed from their offices with renewing instructions. We did not want to renew, therefore replied to email asking for service to be discontinued especially since we had completed our contractual time frame
Ending date of 09/30/2024. (Email attached)We paid for services up to that date
Did not receive a bill for October but attached is a bill we received for November.
Rep (female) extremely arrogant and hateful. She said we had to submit cancellation in writing. This is unacceptable as we have met our end of the deal We have paid all we are required to pay and just want to be done with this crooked company.
Thank you for your time
Business Response
Date: 12/10/2024
******** ** *** ********* ** *********
Safe Home Security acknowledges receipt of the complaint submitted by ***** ***** regarding his request to terminate services with our company.

*** ***** states that he verbally declined to renew his alarm service during a call in January 2024 and is dissatisfied that his account remained active and billed.

As outlined in *** *****’ contract, cancellations require written notice via email, postal mail, or fax. During the January 2024 call, our representative informed *** ***** of this requirement. However, no written cancellation request was received.
On November 27, 2024, *** ***** contacted us to inquire why his service was still active. During this call, the representative reiterated the need for written notice. To date, we have not received a written cancellation request from the client.

To resolve this matter, we will accept this BBB complaint as *** *****’ official written notice of cancellation. His account will be closed effective January 1, 2025.
We thank you for your time and attention to this matter and respectfully request that this complaint be closed as resolved.

Sincerely,
Princess B***
Retention Manager
Safe Home Security
Initial Complaint
Date:11/27/2024
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.
In June of 2017 I signed up for Safe Home Securty. Six months after I signed up the alarm the system went out and I called them to let them know and they told me. They would send someone out to fix it. Which never happened. Then I tried to cancel with them and they wouldn't let me do that either. Now that I have moved they are still sending letters of invoice's. Am being harassed by them.
Business Response
Date: 12/10/2024
** ******** ** *** ********* ****** *** *********

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

The first request of service was on 1/28/2020 and your last
payment was on 12/18/2018.

We are willing to waive any balance after the date of
1/28/2020 however the balance prior to the request of service is due.

Please reach out to the name below to make arrangements and
discuss the account further.

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Initial Complaint
Date:11/25/2024
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 not made aware that the contract which I signed on 10/06/2023 was for 36 months, I was not made aware that at the end of 36 months the contract would renew automatically for an additional 12 months, that the contract would continue to renew automatically every subsequent 12 months, nor was I made aware of my options for cancellation of the contract. When I contacted SHS by phone on 11/14/2024 and spoke to Nathan to enquire about my options for contract cancellation Nathan told me that I had no options for cancellation. I offered to buy out the contract and Nathan told me that was not an option. I asked Nathan what options I had since I was no longer using the service and Nathan oils me my only option was to continue paying the monthly fee until the service expired on 10/12/2026. Nathan did not mention the automatic contract renewal. I asked to speak to a manager and the manager, Taylor, told me I could send a cancellation request email to customer service and someone would contact me via phone within 7 days. I sent the cancellation email on 11/15, 2024. As of 11/22/24 I have not received a phone call.
Business Response
Date: 12/04/2024
******** ** *** ********* ** *********

Safe Home Security acknowledges receipt of the client's request to cancel their account and their concerns about being inadequately informed regarding the terms of the agreement and the cancellation process.

Our policy as a company is to provide uninterrupted service on a monthly basis unless documentation is submitted indicating that the service is no longer required, such as proof of home sale or the death of the account holder.

In this case, the client has not provided any documentation to support the request for cancellation two years prior to the end of the agreement term. However, we note that the client has paid $972.69 to cover the early termination fee of $930.40. As a result, we will proceed with the account closure.

This communication serves as formal notice that the client's account with Safe Home Security will be closed as of January 1, 2025.

Please consider this matter resolved, and kindly update the complaint status accordingly.

Princess B***
Manager, Retention
Safe Home Security
Customer Answer
Date: 12/05/2024

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:11/19/2024
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 signed a 38 month agreement with Safe Home Security at the rate of $56.99 on Nov. 2nd 2022. As per the written agreement there is a 90% buyout for me to cancel which I am trying to do but they refuse to cancel it for me. I’ve spoke with their office numerous times and they told me that they aren’t going to let me pay the cancel fee like is written in their contract clearly stated but they are going to charge me the full amount each month the whole term not let me cancel and if I stop payment they’re threatening to ruin my credit. This is completely illegal and terrible business practice. I am elderly and have a heart problem and since dealing with Safe Hone it’s done nothing but make things worse. I hate this company and need out of this. Someone please help me.
Business Response
Date: 11/26/2024
*** *** ********* ** *********

Safe Home Security acknowledges receipt of the client's request to cancel their alarm service with our company.

After a thorough review of the complaint and the client’s account, we were unable to identify a specific reason for cancellation. Our representatives strive to ensure that clients are informed about the terms of their service agreements, including that the service is designed to be provided on a monthly basis rather than prepaid, ensuring continuity and fulfillment of the service.

While we va*** the client’s business and would hate to see them go, they are welcome to pursue an early buyout option. The total amount for this buyout is $666.78, and a final invoice reflecting this amount will be mailed to the client.

We respectfully request that this complaint be marked as resolved.

Sincerely,

Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:11/18/2024
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 informed Safe Home Security that I would not be renewing my contract in August 2023. The contract ended in October 2023. I wrote, emailed and spoke with a company representative several times since then. I am still receiving invoices from them. Do not use this company.
Business Response
Date: 11/25/2024
Safe Home Security acknowledges receipt of the client’s request to cancel their alarm service, as outlined in BBB Complaint ID ********. After reviewing the client’s account, the following details have been noted:
Contract Terms:
The client entered into a 60-month agreement with Safe Home Security on October 4, 2018. Per the contract, a written cancellation notice was required at least 60 days prior to the agreement’s expiration on October 4, 2023. If the required notice is not provided, Safe Home Security may renew the service on a month-to-month basis until notice is received.
Notice Timeline:
The client submitted a written notice of cancellation on December 15, 2023. In accordance with the contract, this served as the required 60-day notice, meaning the service remained active and billable during that period.
Outstanding Balance:
The client ceased making payments two months prior to submitting the cancellation notice. As a result, there is a current outstanding balance of $433.94 that must be resolved.
Network Upgrade:
The client paid $99.00 for a necessary 3G-to-4G network conversion. However, after two failed service appointments on the client’s part, the client requested a refund for the upgrade and service cancellation in November 2022. While this request was noted, the contract did not conclude until October 2023, and written notice to cancel was not received until December 2023.
To assist the client further, I am assigning their request to Senior Account Representative Natasha Lopez, who will guide them through the cancellation process and address any additional concerns.
Thank you for your time and attention to this matter.
Sincerely,
Princess B***
Retention Manager
Safe Home Security

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