Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

519 total complaints in the last 3 years.
224 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:08/23/2024
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.
I was notified by ******** Credit Monitoring that Safe Home Security Inc had reported that I am two months past due on payments. I don’t have an account with them. I called their credit help line and they have all my information but listed my address to a person in ****. The name on the address is not my name. I don’t know how they were able to open an account under my name because all my credit is frozen on the major credit reporting agencies. They need to do a better job of preventing fraud and contacting the person since apparently they have my phone number and not open an account without confirming my identity. I want this account closed and removed from my credit report.
Business Response
Date: 08/26/2024
The complainant is not a customer so we would not have any of the personal information needed to report his credit, nor does Safe Home Security have an account to report to ********. The error is on their end
Initial Complaint
Date:08/21/2024
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.
******* **** ***** *** signed up for ****** ******** **********, one week after the security system was installed, Our shop was burglarized, the brand new system never alerted the police or Me. The thieves were able to break in my key room, (without the alarm going off), and steal 7 vehicles. I called ******, they sent a technician out. The ****** technician informed me that the system installed was for a home and not a business. He then made some adjustments to the alarm system. The very next day, police dispatch called me several times, stating that, I had motion detections going on, this went on for weeks. One month later, We received a bill from the ***** alarm system (the government service that dispatches law enforcement) that was $750. I called ****** only to find out that the company and or my account had been sold and or merged to another company, by then ******* **** ***** ***, had racked up $6000+ in false alarm fees. Finally got someone on the phone, from Safe Home Security, I tried to cancel the service, but was told I had another year left on the contract.
When the contract was up, I called them to request a cancellation, instead of cancelling the service as I requested, they forwarded me to a retention team that would not take "no" for an answer. I finally got someone to start the cancellation process, I was informed that since I had the service for over three years, that the equipment did not have to be returned, and to send a termination a letter. I sent the termination letter. A month later, I get a bill, I call and ask them why do I have bill ? They informed me that they hadn't received a termination letter. I sent it again. Nevertheless Safe Home Security continued to bill Us.
Every few months, they report me the bureaus, and I dispute the charges.
Business Response
Date: 09/03/2024
Customer signed a 36 month agreement. Ten payments were received, the 11th was returned from the bank due to authorization being revoked. At no time was the account processed for cancellation. There is a past due balance due and owing on the account, credit was reported correctly. Please contact Jevaun P******* to discuss settlement
Customer Answer
Date: 09/03/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *****
Initial Complaint
Date:08/20/2024
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., **** ****** **** ********** ** ***** started sending us fake invoices about three years ago. Three months ago the invoices stopped but we received a debt collection notice from ********* ******** *** *****. out of ********** ** demanding payment of $3,980.44.
Upon denial by us of any involvement with this company they sent a copy of a falsified contract in my wife's name dated 4/2/2019.
We have contacted a lawyer and are seeking nullification of this claim, but we wanted to file a formal complaint with you about this scam company.
Business Response
Date: 08/21/2024
The account has been closed with no further financial obligation. A credit update has been requested. Please allow up to 30 days for the correction to be reflected on the credit report
Customer Answer
Date: 08/30/2024
I have been in the hospital and was unable to respond in a timely manner. This issue is NOT resolved.
I have contacted the ******* ******** ******** ****** along with a private attorney to start legal action against this firm.
Initial Complaint
Date:08/14/2024
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 started the service with this company back in April of 2023, I requested for my services to be transferred out to my cabin in ****** *** ** took your company one year and a few months to even try to move the equipment, I had to pay the relocation fee twice, I didn't complain, just paid. One of your reps came out to my house in ******** ** and removed the equipment and placed it into a box and told me to take it to my cabin in *** It took a very long time of talking and listening to the same talk from everyone I have spoken to about it doesn't matter if it's in a box non operational or not even connected you need to pay the bills. Finally after talking to so many people supervisors and managers I received a call from the head installer for your company ( I know he was the owner trying to play it off because an installer should not have any access to my billing information and have intensive information about my bills that has been sent out or my personal information ) he informed me that he has reinstated my billing cycle and that an installer will be to my cabin to install the system. When the installer came out he informed my brother who was there for me at the time that the system I had was out of date and needed to be upgraded for a charge of $700.00 to $800.00 dollars to work. That took place on Jun 27th 2024. It is now Aug 1st. Still no services for security on my property in **. I have received one bill through the mail on 7/7/2024 for the amount of $301.96. I have had 100% on time payments for years and took pride in the fact that I did not have any delinquent payments and now thru the poor actions on your companines part and a year and a half of non service and battling with yall to stop bills for services your company did not provide as the equipment was in a box for over a year and a half with nothing but condescending loads of crap as to why it was never installed or no communication on your part as to why when or how.
Business Response
Date: 08/20/2024
In response to BBB ID ******** submitted by C****** ******** We at Safe Home Security have been in contact with *** ******* *egarding the matters stated in this complaint. Senior Customer Service Manager, ******* *********** *as spoken to *** ******* regarding the installation of the alarm system in his new home. As discussed, the system move is a bonus service provided to the client and that the client is still responsible for the agreement signed June 8, 2022 for the system located at **** ********* ***** ** ******** **.

Please know that we at Safe Home did attempt to reinstall the system at the clients new home in ****** **. However, it was brought to our attention that the location has poor radio coverage and the panel that the client had would not be sufficient for signals to be sent to the monitoring station. The client was then informed that he would be responsible for the replacement panel required as there was no radio coverage, to which he declined.

We at Safe Home are not opposed to working with the client for a resolution and are willing to send a technician should the client agree. If the client wishes to move forward with the cancellation of the account, he would be responsible for the terms of the agreement signed June 8, 2022.
Customer Answer
Date: 08/21/2024

Complaint: ********

I am rejecting this response because: the only reason I had any contact with Jessica is due to me asking over and over again to talk to their higher up. After multiple attempts and lack of call backs on their part and keep pushing to pay for something that is indeed not in service as they have said multiple times. 8 people have said they will have someone call me back and never do the only attempt was on my end where I would call them. There has been no attempt to reconcile anything from their side. The people I have been speaking to all have said from their own mouths that the company is doing wrong and they feel as tho they would be just as mad and disgusted with the company's part. I'm not just trying to get out of paying, I'm just trying to get out of the contract due to their negligence for over a year and half of no service no calls. No form of communication unless it was from the billing department and their bullying tactics to get money for what any sane human would call no services rendered. This company is a joke and a fraud just trying to get money for nothing. It took a year and a half before I ever spoken with jessica

Sincerely,

******* *******
Business Response
Date: 09/03/2024
Please refer to our previous response, should the client wish to move forward with the cancellation of the account, they would be responsible for the terms of the agreement.
Customer Answer
Date: 09/03/2024

Complaint: ********

I am rejecting this response because: what about the year and half of no communication on the part of safe home security. As stated before the only reason I got anything or any attempt out of them was from on my part continously calling and calling to them about the install and the invoices for services that wasn't even installed. The attempt on their part of installing the security system was only to get more money out of someone who has been paying for services not rendered. The attempts are just another way for them to pump money out of their customers (cash cows) as they see people

Sincerely,

******* *******
Business Response
Date: 09/11/2024
Our position remains the same, we've nothing further to add.
Customer Answer
Date: 09/11/2024

Complaint: ********

Of course you wouldn't. Worst company

Ever to be allowed to be in business

Sincerely,

******* *******
Initial Complaint
Date:08/02/2024
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.
I'm finding a complaint against Safe Home Security Inc. . My dad wanted me to cancel the security on the house. I immediately done that. Talk to a gentleman by the of Nick. I called them, and they checked about the conversation between myself and this gentleman Nick. There was no calls logged in about a conversation. I actually cut the lines to the security system in the house. So how can my dad be billed for something that's been disconnected. I checked to see if anyone else had filed a complaint against this business. There was one man that did. They treated him basically like they trade my dad. I want this matter resolved immediately. It's ruining my Dad's credit. Thank you for taking in reading my complaint. I forgot to mention, they told me I canceled July 23rd 2024. To which that is a lie. I canceled it in plenty of time. So again please help my dad in this situation. I appreciate your time. Thank you in advance. Have a beautiful blessed day everyday.
Business Response
Date: 08/06/2024
Can you please send us his name address and account number ? We need information to research this complaint.
Initial Complaint
Date:08/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am the new owner of *** ******* ******** from first week of June 2024. Previous owner of the house has notified in writing to Home Safe Security to release the security equipment to new owner but Home Safe security refuse to do so. I called the Home Safe Security company and asked them to release the hold/Lock on security Equipment so I can use with another security company and Home Safe Security refused to do so. I do not have any contract with Home Safe Security, and I am not a customer with Home Safe Security, so they have no right to have hold on to Security System in my house. When I called the Home Safe Security representatives they were very rude when I told them to release the equipment
Business Response
Date: 08/08/2024
Safe Home Security acquired the account from **** ********, who installed the equipment by a local company. The account was active upon purchase, therefore a Safe Home Security technician was not required to service the equipment, therefore we do not have the code, which is why we were unable to give it to *** *****. The **** ******** universal default code is ****, unless the technician who installed the equipment reprogramed it. *** ***** options are to try the universal **** ******** **** code, if unsuccessful, contact **** ******** or Safe Home Security can send a technician to attempt to retrieve the code, at a cost of 99.00$
Initial Complaint
Date:07/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attempted to cancel this service multiple times since 2021. Company refuses cancelations and continues to bill with additional charges. I have attempted over the phone and through email multiple times. The company is not providing a service due to the system not being in place.
Business Response
Date: 08/05/2024
BBB Complaint No. ********

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

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

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

Complaint: ********

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

Sincerely,

**** *******
Business Response
Date: 08/13/2024
Senior Account Executive, Dawn D***** will be contacting the client regarding the matters stated in the compliant and to provide a resolution. Should the client wish to contact Ms. D***** directly, she can be reached at ###-###-#### and *****************.
Initial Complaint
Date:07/26/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We called Safe Home Security to cancelled our home security service for * ****** *** ****** ** ***** in October 2023. We finally closed in January 2024 and moved to ***** ********. We never received any bills in November and December. We received a bill in March stating we owe them money. We called a number of times and got hung up on, put into voicemail or was put on hold.
Business Response
Date: 08/02/2024
In response to complaint ********,
Safe Home Security acknowledges the receipt of Mrs. **** *****'s request to
cancel her account due to sale of her home.

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

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

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

Princess B***
Manager, Retention

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

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

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

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

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 08/07/2024
I am still dissatisfied with how SHS treated customers. I sent an email to SHS for cancellation request on Jun 22rd, using the email address SHS listed on their website ***************************. Because SHS NEVER RESPONDED to me, then I called twice until a rep forwarded my request to customer care on July 9th. Then why did they treat July 9th as the first day of receiving cancellation request, not Jun 22rd? I sent an email on Jun 22rd, but no one responded, called the rep on Jun 25th but the rep did nothing. Why did I get penalized because SHS kept ignoring my request? I won't accept the resolution from SHS. This is the worst customer experience I've ever had.
Initial Complaint
Date:07/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 2023 we called the service to have it discontinued. I made several calls trying to cancel this service. The representative promised to update the camera that wasn't working if I continued the service so I agreed and e- signed the paper that was emailed to me. They never came out with the camera that was promised, so I stopped payments. Now their collection department is harassing me to pay the bill. They sent me a copy of what I signed and there is no mention of them replacing or fixing the camera. We don't know if they copied and pasted my signature or what happened. I feel that they scammed me and are taking advantage of seniors.
Business Response
Date: 08/02/2024
In Response to BBB ID ********: We at Safe Home Security have been in review of the complaint submitted by Mr. ******* ******** along with his account. Multiple account managers have contacted Mr. ******** to provide a resolution to the matters stated in this compliant. Unfortunately, Mr. ******** declined the offers presented to him. We at Safe Home Security have processed the cancellation of Mr. ********'s account effective July 31, 2024 with no further obligation.
Customer Answer
Date: 08/12/2024
I have to the home security people and they stated that they would cancel any bill that they claimed we owed. I am awaiting written confirmation of this

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