Complaints

This profile includes complaints for Safe Home Security, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  1125 Middle St # 201 Middletown, CT 06457

• 

  Safe Home Security, Inc.

  8278 Innovation Chicago, IL 60682-0082

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security Services Baltimore

  6306 Belair Rd Baltimore, MD 21206-1810

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:10/10/2024

  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.

  Safe Home Security, Inc was notified that customer **** ******, a ******** resident (of ***** ******** ***** ******** **** ** *****) was selling his home, six months in advance of the sale, which was adequate time for Safe Home Security to recognize the event of termination. Three phone calls to the company were made to notify them that the customer was no longer at that address and that the home was sold. The former customer was informed that the billing would end, and that the company had received his notice, and told a company representative, that he no longer owned the property.
  
  Furthermore, **** ****** continued to receive billing statements monthly, after he was notified that the billings would stop.
  
  Mr. ****** entered a medical facility in August 2022 due to declining mental ability (diagnosed with dementia/alzheimers desease by neurogists). Mr. ******'s son, **** ******, who has power of attorney, continues to receive statements from Safe Home Security.
  
  Additionally, as of 7/24, the amount that the company alleges that he owes, is now increasing in amount. The statements being sent also do not reflect the previouss months' amount owed so it appears that the amount is not being computed as a 'late charge', as the charges have increased. The invoices clearly violate the **** **** ********** ********* *** (******* **** ** ******* ** ***** **** ******** ** ** ****** * **** ******, approved on September 20, 1977, and revisions of the act perternant thereto.
  
  The former customer, **** ****** seeks immediate relief from any and all claims made by Safe Home Security.

  Business Response

  Date: 10/22/2024

  In response to complaint # 22404945 
  
  we have reviewed the account and show that the client owes 568.72 this is the amount the is needed to close out this account excluding all late and finance fees.
  
  
  please contact the number below for assistance in resolving this matter.
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************
  
  

• Initial Complaint

  Date:10/10/2024

  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.

  My elderly mother was a victim of being in contract with two home security companies at one time. She was signed with safe home security but due to their negligence she signed with ****** home security. In May of 2024 ****** agreed to pay the remaining balance of months left on her home security account. After many many phone calls and finally filing a complaint against safe home they agreed to except the final payout amount of $599. The payment was certified mailed to safe home and was confirmed by a rep the final payment was received. However, my mother’s checking account is still being drafted for the monthly payment of $36. Safe home has the final payment to close the account and the monthly payments for May, June, July, August and September. I am her daughter and I have called several times along with emailing trying to rectify the situation. Each time I am told her account is closed and her payments will be returned. As of to date nothing has been refunded to my mother. We are requesting a statement letter from safe home stating the account is paid in full final payment had been received and her account is closed. This is need for ****** and We have not received that either. Please help get this matter cleared as it is not a hard request. Thank s

  Business Response

  Date: 10/18/2024

  Safe Home Security acknowledges the receipt of the client's complaint ********, to cancel their service and receive a refund for charges incurred after the service payoff. The client’s account has been officially closed as of September 19th, 2024, and this closure was confirmed with the client on September 27th, 2024. The client was billed through their checking account on August 15th, 2024, the same day they submitted the buyout payment, following their usual payment method and schedule. Per the terms outlined in the client’s contract, the cancellation process requires 60 days from the receipt of the written cancellation request, which was submitted in April 2024. However, since the payment to conclude the cancellation was not made until August 15th, 2024, the 60-day termination period began from that date. It was identified that the client was overbilled by two months. One of these months has already been refunded to the original payment method. The remaining refund is currently under review and may take up to 30 days to process. The client is encouraged to contact our billing team directly for updates throughout the refund process. We believe this matter is on track for resolution, and we kindly request that this complaint be marked as resolved.

  Customer Answer

  Date: 10/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There has been no refund of any funds from safe home security and for the month of September there was a double payment withdrawn from the checking account. Indicated in the attached photo and the two payments of $39.99 are marked with red star.  

  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/28/2024

  The refund was approved on October 25th and will be refunded to original payment method. 

  Customer Answer

  Date: 10/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I need to know that the over payment  for August, September and the two in October ( see attached) will be refunded to its origami form of payment? I also need a written statement stating the account t has been terminated and/or final payment has been excepted.  I was told orginally I would be receiving such written documentation. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 11/09/2024

  As stated in our previous response, the refund was approved on October 25th and will be refunded to original payment method, the account is not longer being billed and is cancelled. 

• Initial Complaint

  Date:10/09/2024

  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.

  In February of 2023 I received a letter from Safe Home Security as well as a phone call telling me that my security system would have to be updated from 3g to 4g and would no longer work. I was told that an installer would have to come my home and install the new system. To speed up the process safe home mailed me the new equipment and I had to get with the installer to schedule an appointment to have them come install the new system. I reached out to the installer multiple times to schedule an appointment for a Saturday since I am an over the road truck driver I am on the road all week. The installer told me that he does not schedule Saturday appointments because that is the only time he has to spend with his family. The second time I talked to him he told me that the company only does appointments mon-friday. I advised him there is no way for me to meet during that time because I am out of state. At this point I do not have service as the equipment no longer worked. I made multiple calls as call logs will confirm to reach out to safe home to no avail. However Safe home had no problems continuing to bill me for service that they could no longer provide. When they could no longer provide me with service they continued to bill me monthly. I have made attempts to cancel the service and for them to come get their equipment or send me a return label but I continue to get no where. I even tried to call them today and spoke with a Raheem who hung up on me once he pulled up my account. I called back and they transferred me from queue to and then I get a message no one is available to take my call. I am requesting a full refund for this company drafting my account for months unauthorized when they did not provide me with service and I am asking for the balance that is now on my credit to be removed as this is there error, you cannot charge a customer for services you were not able to provide the customer. My billing history will show no missed payments prior to this,

  Business Response

  Date: 10/16/2024

  In response to BBB ID ******** Submitted by Mr. ***** ****; 

  Upon
  review of Mr. ****’s account, we confirm that the customer was notified of the
  need for a communication upgrade to his alarm system. The required part was
  ordered and shipped. On March 22, 2023, a service appointment was scheduled
  with a technician who subsequently reached out to Mr. **** to arrange a
  mutually convenient date. However, all proposed dates were declined by the
  customer, as he was unavailable. Due to the inability to secure an appointment,
  the work order was ultimately cancelled.
  
  Furthermore,
  an examination of the account records does not indicate any agreement or
  promise to suspend billing during this period. On November 1, 2023, Mr. ****
  contacted Safe Home to request service cancellation. A representative offered
  to dispatch a technician for the communication upgrade and provide six months
  of complimentary monitoring service as a goodwill gesture. Another service
  appointment was scheduled, and once again, the technician made multiple
  attempts to finalize a date with the customer. Unfortunately, all proposed
  dates were declined.
  
  Safe
  Home Security has consistently made efforts to accommodate the customer by
  offering multiple service dates, none of which were accepted. We remain
  committed to completing the necessary upgrades, provided the customer can make
  arrangements to be available at the agreed-upon time.
  
  We
  have also conducted a thorough review of the account regarding the claim that a
  representative disconnected the call before the conversation was completed. Our
  investigation revealed that the disconnection was due to a technical issue with
  our phone system on that day. We sincerely apologize for any confusion or
  inconvenience this may have caused the customer.

  We
  at Safe Home are offering to send a technician to service the alarm and preform
  the communication upgrade; the client would need to make themselves available
  to be at the location the day of service, along with crediting off 3 months of
  the past due balance. To proceed with this offer we ask that the client contact our in-house collections Manager Daniel P****** at ###-###-####. 

• Initial Complaint

  Date:10/08/2024

  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.

  9/2023 they’re trying to charge us for system that they never put in. I’ve called them several times to try to get this straightened out and no one is trying to help me get this cleared up. They want me to pay it. The tech kept canceling the appointment so I told them I don’t want the service anymore after he canceled 4 times

  Business Response

  Date: 10/14/2024

  In response to BBB ID ******** submitted by ****** *******: 
  
  We have reviewed the complaint submitted by Mr. ****** ******* regarding the account located at **** ****** **** ******* ******** ***** **.
  
  Upon reviewing the account, we found that Mrs. ******* contacted Safe Home Security on July 8, 2024, requesting the cancellation of the system, citing that it was never installed in the garage. During the conversation with Account Representative **** *****, it was confirmed that while the garage account had been cancelled in 2022, the home account remained active, and Mrs. ******* was being billed accordingly.
  
  Mrs. ******* informed *** ***** that they no longer used the home account and that the camera batteries were not working. *** ***** offered to have the cameras serviced at no additional charge, along with lowering the monthly rate to $56.99. Mrs. ******* accepted, and a service appointment was scheduled for August 6, 2024.
  
  During the appointment, our technician, Erik C***, removed the cameras to recharge the batteries. However, Mrs. ******* later contacted *** *****, stating her preference for solar-powered cameras. Since there was no camera warranty on the account, Mrs. ******* was informed that she would be responsible for the cost of replacement cameras. She declined to purchase the replacements and expressed her desire to cancel the service. *** ***** offered to include the cost of the replacement cameras in the monthly rate, but this offer was also declined.
  
  As it stands, there is an active agreement for the home account that extends through May 2025. In accordance with the terms of this agreement, the contract must be fulfilled before the account can be closed. For your reference, we have attached a copy of the agreement.

• Initial Complaint

  Date:10/08/2024

  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,myself, as well as my daughter have called the business multiple times since June 2024 trying to cancel this account and discontinue service. Since June, I have received a monthly bill. As of today October 7, 2024 I have a bill of $231.96 and the company refuses to terminate service. I have been told that 5 yr contract that I am unaware of cannot be terminated until 6/9/26. I explained that I do not use this and wish to cancel but have been repeatedly denied or offered an option of buying remaining contract service. I don't know where to go from here in order to prevent further billing from this company. Customer #****** Invoice Date 9/29/24 Invoice #*******

  Business Response

  Date: 10/14/2024

  Safe Home Security is in receipt of *** ***** *******'s
  cancellation request, as referenced in BBB Complaint ID ********. The client
  has cited "no need" and "affordability" as reasons for
  cancellation.
  
  Upon reviewing *** ********* account, it was found that he
  had executed a system upgrade agreement via mail. The agreement was sent to his
  residence and returned to us, after which his system was scheduled for an
  upgrade from 3G to 4G cellular communication. Following the return of the
  agreement, service was rendered for this upgrade.
  
  As previously communicated to *** *******, he is not within
  his rights to cancel the service at this time, as the agreement remains in
  effect until June 2026. Additionally, *** *******’s account is currently five
  months past due, and he is still responsible for the service payments as
  outlined in the contract.
  
  We would like to extend an opportunity to discuss options
  that may make the service more affordable for *** *******. Furthermore, we are
  willing to provide a system re-education to ensure he is fully utilizing all
  the features and benefits of his upgraded system.
  
  We look forward to hearing back from *** ******* through
  your platform and hope to resolve this matter in a way that satisfies all
  parties.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************
  

• Initial Complaint

  Date:10/03/2024

  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 sold a security system and tried to cancel within my grace period. The salesman steve talked me into continuing service with a 2 month trial and month to month contract after that. The 2 months is up in 3 days and I haven't received an updated contract and they still havent installed my cameras and I can't get them to cancel my subscription before my trial ends. I would like to part ways with this company and they are making it impossible

  Business Response

  Date: 10/10/2024

  Dear ***** ********: This correspondence shall constitute our official confirmation that we have agreed to cancel the agreement with Safe Home Security prematurely and without further monetary obligation. The sole condition for this cancellation is that you must allow a representative from our office to visit your home at a mutually convenient time for the exclusive purpose of removing and retrieving our equipment. In an abundance of caution, we wanted to advise you that if we are not able to retrieve our equipment, we will unfortunately have no choice but to bill you for the value of the equipment. We are most hopeful this will not be necessary. If we have already removed and retrieved our equipment, you may ignore this. While it likely goes without saying, we wanted to err on the side of caution and advise you that once the agreement with Safe Home is cancelled, your system will no longer be monitored by Safe Home. For avoidance doubt, this means that Safe Home Security will not be dispatching any emergency services including but not limited to Police and Fire personnel. If you have any questions you may email us at ****************************** or you may call at ###-###-#### option #*. Thank you for your anticipated review of this matter. Yours Truly, ERT(Executive Resolutions Team). Remote Note Created By : Brian M******

  Customer Answer

  Date: 10/10/2024

  Steve retrieved the cameras and Troy came and removed the rest of the equipment ie: sensors and control panel last week. You guys should be all set.

  Business Response

  Date: 10/28/2024

  The account has ben closed as the equipment was retrieved. 

  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:09/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I built a home home with **** ******** the security system was installed which I never agreed to I then paid the contract in full spoke with a representative he told me send an email to cancel service and he will take care of it . I’m 74 years old on a fixed income and keep getting harassed for payments for services I’m not using

  Business Response

  Date: 10/08/2024

  In response to BBB Complaint ID ********:
  
  Safe Home Security has received the client's request to
  terminate her service with us. In the complaint, the client expresses a desire
  to end the service due to affordability concerns and a belief that billing
  should have ceased.
  
  We would like to first address why the client still has an
  outstanding balance at this time.
  
  The client’s service, which was initiated through Toll
  Brothers, began on August 3rd, 2020, for a 36-month period. Although the
  primary term of the agreement has now ended, the contract specifies that the
  service will automatically renew for a 1-year period if no written request to
  cancel is received 30 days prior to the end date, which was August 3rd, 2023.
  As a result, the client’s account renewed from August 2023 to August 2024.
  
  On May 8th, 2024, the client emailed a cancellation request.
  This request effectively suppressed the renewal for the period beginning in
  August 2024. However, the client is still responsible for the outstanding
  balance of $143.96, which was generated one week prior to her cancellation
  request.
  
  We have assigned this case to Senior Account Manager Djenny
  P***, who will review potential cost-saving options with the client. She will
  reach out via telephone today to discuss the matter further.
  Thank you
  for your time and attention to this issue.
  
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************
  

  Customer Answer

  Date: 10/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I payed over $1500 in full I do not have a service with them . I aso emailed back when I bought this home thru **** ******** I was told when I cancelled it that it was fine and would be taken care of I do not owe anything. I am a person who always pays my bills in full on time this type of harassment at my age is ridiculous 
  
  
  
  Sincerely,
  
  
  
  ****** ************

  Business Response

  Date: 10/14/2024

  In response to the rejection of our previous reply to
  Complaint #********, our position remains unchanged. The client is still
  responsible for the outstanding balance of $143.96, which must be paid before
  the account can be closed.
  
  Please mark this complaint as resolved.

   

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

  Customer Answer

  Date: 10/17/2024

  
  
  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.
  
  Send the final bill ASAP and stop harassing me
  
  
  
  Sincerely,
  
  
  
  ****** ************

• Initial Complaint

  Date:09/27/2024

  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.

  I built my house in 2020 and closed in July 2021. My contract with **** ******** included a 3 year security contract with *** ***** **** ********* who have since transferred my contact to Safe Home Securities dba Safeguard America. I’ve contacted this vendor several times since July and really aggressively in August and September since my contact ended July of 2024 and I was trying to get the service cancelled. Each time I interacted with an agent at the ************ number I would not be able to cancel and would be told I’d be given a call back with possibly better alternative in an effort to maintain my services.
  At one point an agent named Millie (who also gave me her cell number ###-###-####) attempted to upsell me saying they wanted to retain my business and would not lose my business to another provider. I advised her that I really wanted to cancel but I’d consider it and either I or my husband would call her the next day. When my husband contacted her - to confirm we still wanted to cancel - she got into an argument with him and told him we would then owe $125 each month through next July because they renewed our contract.
  
  I then sent her a text to try to get clarification as no one told us this and she suddenly stopped responding. I called back and spoke to another agent on 9/18 who was extremely rude - told me it was too late because they already renewed my contract and that I was obligated to send them cancellation in writing but as I had failed to do so, I was not allowed to cancel or I’d be charged through next year. I requested to speak to his director and he said “Mr. *****” did not have a voicemail or contact info of any sort. I requested an escalation. Was denied several times on that call before a female got on the line and also refused to allow me to escalate. She then immediately transferred my call to the automated customer service rating line to rate my satisfaction of my call. Her name was Yari. I desperately need assistance to cancel.

  Business Response

  Date: 10/02/2024

  In response to BBB complaint ID ********, Safe Home Security
  acknowledges receipt of the client's request to terminate services. Upon
  thorough review of the client's account, it was determined that the
  cancellation request was initiated on August 19, 2024.
  
  As per the original agreement between the client and Toll
  Brothers—now under Safe Home Security—the client is required to submit a 30-day
  written notice to cancel either before the contract's expiration in July ****
  or at least 30 days before any subsequent one-year renewal periods. Currently,
  the client is within a one-year renewal period, set to end in July 2025.
  
  Senior Account Manager Milagros C****** continues to oversee
  the client’s account. If the client wishes to explore available options, she is
  welcome to contact Milagros at ###-###-####, extension ****.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************
  ************************************
  ***************************

  Customer Answer

  Date: 10/04/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because . My original contract was *** ***** *********, which was sold to Safeguard America. Upon the conclusion of my three-year contract, the company auto-renewed the service for an additional 12 months without providing proper notice or instructions for cancellation.
  
  Despite the terms of the original contract, ******* law requires businesses to provide clear and conspicuous notice of automatic renewals, which the company failed to do. Furthermore, when I attempted to do so verbally via multiple phone calls, I was not provided with any written follow-up or instructions on how to proceed, which placed an undue burden on me to cancel the service.
  
  I believe the company’s actions violate ********* consumer protection laws based on my research on my consumer rights around auto renewal of contracts. 
  

  This lack of communication and failure to follow consumer protection practices regarding automatic renewals renders the auto-renewal clause unenforceable. As such, I demand the immediate termination of the contract without any penalties or fees associated with early termination. I expect written confirmation of this cancellation within 10 business days. 
  

  I’ve also asked for an email confirmation that they have received my cancellation and will not renew anything else from Millie when I spoke with her over the phone on Tuesday, but still have not received this. 
   

  Business Response

  Date: 10/17/2024

  Safe Home Security representative Ms. Millie contacted the client to clarify a few points based on the information provided. According to ******* law, automatic renewal clauses are valid if clearly disclosed in the original contract. The company’s records indicate that your contract was renewed in compliance with these terms, and notice was provided as per the contractual agreement.

  Regarding the protection of your home, it was explained that to address all areas of concern, a payment of $1,300 would be necessary to cover the 13 windows not included in the original installation by *** ***** *********. Alternatively, the company proposed an increase to your monitoring rate at $65.99/month for 36 months, which you declined.

  Should you wish to discuss further options, the company is open to working with you to resolve the matter and ensure your satisfaction.

  Customer Answer

  Date: 10/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I do not accept the counter to pay this company more money to completely secure my home and I have been explicit that I do not want to continue services with this company.
  

  Furthermore, consumer protection laws require disclosure when renewals are coming and companies are required to offer an easy cancellation process.  This company did not provide any disclosure to me when I was approaching my auto renewal period and did not provide an easy cancellation process.  You cannot obtain an address from these guys on where to send cancellation in writing.  My original contract has cancellation to the original contract company TBI and therefore a cancellation cannot be sent to that address  as they no longer hold this contract.

  ******* adheres to the same guidelines of requiring businesses to notify consumers before a contract renews automatically and offering an easy cancellation process. If these requirements are not met, the automatic renewal could be considered deceptive, which may be subject to penalties under ********* consumer fraud statutes or federal regulations like the ******* ***** ********** ***** ****

  The company has violated my rights as a consumer by not fully disclosing that my contract renewal period was approaching, not providing an easy cancellation process option, and automatically renewing without disclosure during the many phone calls I have made to request cancellation.  This act by the company was intentional, malicious, and deceptive to me as a consumer. 
  
  
  

  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:09/25/2024

  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.

  May 2023
  Contract written by this company, Safe Home Security, for security system with a charge of $47.95/mo (it was on automatic payment of $24.95 before, for years) without our approval. They also had a fake signature that was absolutely not my signature.
  We want to cancel with them and get a refund but they insist we cannot do that as we signed a contract, but like I said we did not approve this. Again, the signature is NOT mine.
  Please feel free to email me at *********************** for clarification.
  We are looking for a simple cancellation. We would really appreciate your help to resolve this.

  Business Response

  Date: 10/02/2024

  In response to BBB ID ******** summitted by *** **** *****.  
  
  We have carefully reviewed the complaint submitted by *** **** *****, along with the relevant details of his account. This letter serves as the official response from Safe Home Security regarding the matter.

  In his complaint, *** ***** states that he did not sign an agreement for a 60-month term at a rate of $47.95 per month. After a thorough review of the account, we have located the recorded call between *** *** **** ***** and Safe Home Security on the date the agreement was executed.

  On May 31, 2023, **** ***** contacted Safe Home Security to discuss the transition of their account from ***** ******** to Safe Home Security. During this conversation, our representative, Mr. Rakeem C*********, informed **** ***** that an upgrade to the communication system was necessary due to the transition to 5G technology. Additionally, he advised that the existing account had no warranty and offered the option to add one, which **** ***** agreed to. At that time, she provided the email address (***********************) for the agreement to be sent.

  Mr. C********* also advised that he would need to speak with *** *****, as the account was in his name. Both *** *** **** ***** reviewed the terms of the agreement over the phone before proceeding. Although *** ***** asserts that he did not sign the agreement, the signed document contains the IP address showing it was signed in ****** **, which corresponds with their location. For your reference, a copy of the signed agreement is attached.

  In order to proceed with the cancellation of the account, the terms outlined in the agreement must be fulfilled.

  We trust this clarifies the situation, and we are happy to discuss any further questions or concerns.

• 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.