Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

519 total complaints in the last 3 years.
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: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.
This company tied me into a contract with faulty devices and horrible service. I didn't sign with Safe home security, they bought the company I was signed to unfortunately.

Right after they took over my service their equipment was faulty. the wind would blow and the alarm would go off. This happened so much that the police charged me multiple false alarms which totaled to $520. I spoke to the company about it they sent a technician and the same thing kept on happening.
I asked to cancel out of frustration and bad service. I thought my service was cancelled and was told they would follow up and it would be cancelled. Fast forward 1.5 years later they send late notices to the credit bureau and then start trying to bully me into paying $590 for services I didn't use don't want and already cancelled. I cancelled and they auto renewed without my consent after I said I no longer want this service.= and have not used their service in over 18 months after multiple false reporting.
I received horrible customer service over the phone after. Every representative had an attitude and tried telling me they had a right to auto renew without my consent and with me cancelling. I have spent over 5 hours on the phone talking to multiple representatives and getting different information from each person. I was told by a representative that this contract should have been canceled and he will have his supervisor call me the next day then I never received a call back. I then called Bach after a week of waiting to be transferred to someone who decided differently from the person I spoke to before. I asked for recordings and transcripts to document what was said to me in the past and this person refused. I canceled by text as she assured but then told me it was not cancelled. This company is misrepresenting and lying about contracts and what I said as a consumer on the phone.
Business Response
Date: 07/31/2024
In response to BBB complaint ********, Safe Home Security acknowledges the receipt of the
client's request to cancel due to "faulty" equipment.

*** ******* initially signed an
agreement with Safe Home Security in September 2018 for a 36-month term. In
November 2020, she reported an issue with the system, which was resolved on
November 18, 2020, after replacing her cellular backup unit free of charge. The
client renewed her alarm service in February 2021, agreeing to a new 36-month
term at $42.99 per month. During this renewal call, she also reported a
malfunctioning back door sensor, which was replaced by our technician at no
cost.

We acknowledge that *** *******
has faced some issues with her system, including false alarms. It is important
to note that false alarms can occur when calls from our monitoring station go
unanswered. Our records indicate that the last reported issue was resolved, and
no further issues have been reported over the last 36 months plus.
Additionally, the last payment was received on September 13, 2023, and the
account currently has an outstanding balance of $593.

To resolve this matter, we are
offering the client an opportunity to pay half of the outstanding balance,
amounting to $296.50, and renew her service at a reduced rate of $39.99 per
month for 36 months. We will also conduct a full system inspection and replace
any faulty equipment at no cost.

We look forward to hearing from
*** ******* via your platform to address this matter.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************

Customer Answer
Date: 08/01/2024

Complaint: ********

I am rejecting this response because:

I don’t want to continue any business with safe home security. I have not used this system in years and I don’t intend to. I asked multiple times to cancel this contract for faulty equipment. After they so called fixed the equipment the sensor was worse. I got charged multiple times for false alarm by the police department. $520 in total. I would like to be reimbursed this amount by Safe Home Security.
This company is trying to force me into a contract I don’t want or pay for services that were cancelled over a year ago. I asked multiple time for the records and recording or my conversations with them. I asked for a record of the last time I used their equipment. They lied about my records and cancellations. I recently canceled again after I’ve canceled this multiple times before and after I received a call saying I didn’t cancel.
this company has multiple similar complaints I have realized after I wrote this complaint I’m reading others. I thought it was only me. I would like this off my credit because I am willing to take legal action. This is truly unfair business practices

Sincerely,

******* *******
Business Response
Date: 08/15/2024
wE UNDERSTAND YOUR DESIRE TO CANCEL YOUR SERVICE HOWEVER YOU WILL NEED TO SATISFY THE OUTSTANDING BALANCE OF 593.00 TO OUR OFFICE TO MAKE A PAYMENT
Customer Answer
Date: 08/16/2024

Complaint: ********

I am rejecting this response because:

Sincerely,

******* *******
my contract that I did not have with safe home security ended years ago. This company took it upon himself to reinstate a contract that I did not sign with them . After which they reinstated once again without request after I expressed, I wanted it canceled. I do not use and have not use this service any years. Why am I getting a bill at all. I have a loss money due to this company and I don’t owe anything to this company. I would like them to stop all accounts, all transcripts, all soliciting and all information gathering and sending. I do not owe this amount and should not have been sent a any bill machine is being billed for over a year and a half that I have not used in canceled. I don’t want anything to do with this company. They are fraud and try to tie people into contracts they do not want. And then charged Emmy months after with a big bill. They are harassing people with their credit reports to try and force people to pay and this is not good business. Why would they gl call years and then try to attach it to my credit report after I already canceled and attach fake bills from an account that already expired.
Business Response
Date: 08/19/2024
In response to the clients
objection to my response, We understand your desire to cancel your service, as
expressed in your recent communication. As mentioned in my previous response,
you will need to settle the outstanding balance of $593.00 for the account to
be canceled.

Please contact us at ###-###-#### to make a one-time payment. Once the payment has cleared with your
financial institution, we can proceed with closing your account.

Thank you for your time and
attention to this matter.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************
************************************
***************************
Initial Complaint
Date:07/25/2024
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.
FOR SEVERAL YEARS WE HAVE PAID FOR SECURITY SERVICE. THEY ARE NOT MONITORING OUR HOUSE OR BUSINESS. BUT WILL NOT LET US OUT OF CONTRACT.
WE WANT THEM TO STOP TAKING MONEY OUT OF OUT ACOUNT.
Business Response
Date: 08/06/2024
In response to BBB Complaint ID ********, Safe Home Security
confirms receipt of *** ******'s request for cancellation. *** ****** has been
a valued customer since 2016 and renewed his agreement with us in 2021 for a
60-month term. During this period, *** ****** transitioned from using a
landline, which requires an upgrade to his security system to ensure proper
functionality.

To address *** ******'s concerns, we assigned his complaint
to Retention Specialist Kevin Huertas. When Kevin called the client to discuss
the available options, *** ****** stated, "I do not want anything from you
all," and then the call disconnected.

Given that *** ******'s system is inoperable due to the lack
of a home phone line, we are releasing him from his agreement penalty-free.

We appreciate *** ******’s patience and cooperation as we
work to resolve this issue. Should there be any further questions or need for
additional support, please do not hesitate to contact us directly.

Warm regards,

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 08/06/2024
We also have a clinic account that is not being serviced but are being charged. This was under the same complaint.
we are asking to be released from it also.
**** ******.
Customer Answer
Date: 08/07/2024

Complaint: ********

I am rejecting this response because:

Most Recent Message
Date Sent: 8/6/2024 4:54:49 PM
We also have a clinic account that is not being serviced but are being charged. This was under the same complaint.
we are asking to be released from it also.
**** ******.

Sincerely,

**** ******
Business Response
Date: 08/21/2024
Upon further review we will be moving forward with the cancellation of both accounts as requested. Please allow up to 30 days for the cancellation to be finalized.
Initial Complaint
Date:07/22/2024
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.
My security service was sold to Safe Home Security (SHS). Due to having security system issues, my wife called to see about having a technician come out to fix the system. The old company would send a tech for free. They tried to sell her insurance on several things including the battery at pretty high monthly costs so I called to cancel the service and the rep said that SHS would send a tech to our home for free to resolve the problem with the system if I did not cancel. I agreed. At the end of the call, the SHS rep offered a 36 month contract and I said I did not want a contract. I was never send the contract either. The technician came to the house, found the problem and fixed it. Then I received a call from SHS and they asked for me to send them the signed contract. I told them again that I did not want a contract. When I received my bill, there was a charge for the technician to come to the house. I called repeatedly again and they said that without a contract, there would be the charge. I told them that the SHS rep never told me that the contract was required for the free visit and I was never sent the contract. If I were told that there was going to be a fee, I would have cancelled the technician and the service. SHS keeps saying over numerous calls that the rep I spoke with is no longer with the company which is not relevant. The calls are recorded and they agreed to review the call and if I was not told that there would be a charge without a contract, then they would not charge me the fee. This has gone on for over two months now and they are now charging late fees. The expected resolution is to review the phone conversations and if I was not told that the contract was required to get the free visit, to remove the charge. If they say that I was told, then they need to send me the recording of the call and if I was told, then I will pay the fee. In all cases, SHS will need to remove the late fees due to them slow walking the resolution.
Business Response
Date: 07/23/2024
In response to BBB ID ******** submitted by ****** *******. We at Safe Home Security have been in review of the complaint submitted by Mr. ******* along with his account. Senior Customer Service Manager, Taylor A*****, has reached out to the client regarding the matters stated in this complaint. Unfortunately Ms. A***** was unable to reach Mr. ******* and a voicemail was left.

Ms. A***** has requested a credit on the account for the $99 that was improperly invoiced along with the two late fees for a total credit of $119.

At this time, there is a $27 balance on the account for the month of July 2024. Should Mr. ******* have any questions we ask that he contact Ms. A***** directly at ###-###-####.
Customer Answer
Date: 07/28/2024

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. SHS did leave a message and I called them back and left a message as well. They did let me know the credit was issued and I do appreciate it. Thank you.

Sincerely,

****** *******
Initial Complaint
Date:07/22/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Safe Home Security continues to bill for the service that has been discontinued. Hundreds of dollars! Have written them to stop, no answer! 83 year old customer continued to pay for over a year (paid them approximately $467.88) after equipment removed. Notified in writing service discontinued and asked to stop billing. No response and billing continues with past due fees added! They bill for monitoring (as stated on the bill) yet tried to sign customer up for new service which is not logical. They seem to be confusing and preying on older people. When tried to sign customer up for new service via phone, were told no and told of billing situation and asked to stop contact with customer. No response, no help, and no customer service!
Customer Answer
Date: 07/22/2024
I did provide a customer ID number that I don't see here. Since you don't seem to have it, the customer ID, as stated on the bill, is: ******.
Business Response
Date: 07/23/2024
**** *** ****

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

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

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

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

I am in review
of the BBB complaint #******** concerning the account of ***** ******.

***** signed an
agreement effective 09/25/2019 for a term of 60 months with a monthly
monitoring rate of $35.99.

*****’s current
expiration date is 09/24/2024.

At this time *****
is not able to cancel without obligation unless she fulfills her buyout of the
initial term.

I have attached
a copy of the signed agreement showing terms.

Please refer to
#3. Monitoring as this outlines our auto renewal and cancel policy.

*****’s system
was working perfect until her system had a low battery in the keypad. The
battery then died.

***** did not
call Safe Home Security for service, however instead signed with another
company who then took over the system.

We will be able
to assist ***** and settle the account for $500.00.

Please let me
know how you would like to proceed.

Thank you,
AnnMarie M****
*********** *******
**** **** ********
**** ****** ******
*********** ** *****
Customer Answer
Date: 07/25/2024

Complaint: ********

I am rejecting this response because: In an attempt to assist ***** ****** with this complaint, we were not aware of any contract that she signed before. ***** was not able to remember signing this contract, or its terms, and certainly was not able to explain what happened. There was at least one correspondence with your office, inquiring about the bill, but was never answered. Only additional bills! ***** did not understand why she continued to receive bills with no service.
This 83 year old widow was unaware of the contract terms when she signed up with another company. And for this mistake, she has to pay $500? Again, you are taking advantage of an elderly person.
How about $250 to settle the account?

Sincerely,

***** ******
Business Response
Date: 08/01/2024
****** ** ****

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

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

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

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

I am in review
of the BBB complaint #******** concerning the account of ***** ******.

The prior
response to ***** ****** was rejected stating Mrs. Brooks was not aware of any
contract she signed.

For your review,
I have attached a copy of the signed agreement again, along with the signed
completed install document.

Safe Home
Security has rejected the settlement amount of $250.00 that was proposed.

However, Safe Home
Security will settle for $450.00 and no lower.

Please let me
know how you would like to proceed.

Thank you,
AnnMarie M****
Collections Account
Manager
Safe Home
Security
**** ****** ******
*********** ** *****
Customer Answer
Date: 08/02/2024

Complaint: ********

I am rejecting this response because: Will meet you in the middle at $350. Let's settle this account. What do you say?

Sincerely,

***** ******
Business Response
Date: 08/06/2024

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

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

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

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

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

I am in review
of the BBB complaint #******** concerning the account of ***** ******.

The prior response
to ***** ****** was rejected and requested to meet half way for $350.00.

Safe Home
Security has rejected the settlement amount of $350.00 and will stand firm with
the settlement of $450.00.

Please let me
know how you would like to proceed.

Thank you,
AnnMarie M****
Collections Account
Manager
Safe Home
Security
**** ****** ******
*********** ** *****
Initial Complaint
Date:07/22/2024
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 called about an issue with my camera outside which they did nothing about. At the time of the call they advised me if I added at 10 per month insurance then it would cover. Well my camera was not replaced or covered and when they sent over paperwork they added an extension to my contract. When I tried to close the acct. I was told my contract had been extended without my knowledge when the insurance was added.. t
Business Response
Date: 07/23/2024
I don't see the client has spoken to anyone here since 2022. There is no cancellation letter request on file and her agreement runs through 7/2025. If you would like to cancel you need to write a cancellation request letter and pay the remaining balance due through July 2025.
Initial Complaint
Date:07/19/2024
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 do not have a contract with your Safe Home Security but I have received three bills indicating that I owe them for monitoring services. I would like for them to stop billing me for monitoring services and reverse the charges indicated on these erroneous bills.

I spoke to Terry from Customer Retention (on June 20 and 28) to explain that these bills are in error. She informed me that Safe Home Security acquired my contract from ********** *** ********. I signed a contract with ********** *** ******** in 2016. That contract expired in 2020 and I have not signed or approved any extension. It should have never been transferred to Safe Home Security.

Terry said that I signed a contract extension in 2020 and promised to email me a copy of that extension. She has not been able to produce that extension because it does not exist.

Again, I would like for Safe Home Security to stop billing me and reverse the charges billed so far.
Business Response
Date: 07/24/2024
In response to BBB complaint ID ********, Safe Home Security
acknowledges receipt of the client's request to cancel, citing a belief that
she is not under contract with our company. We have attached a copy of the
client's contract to this response for her review.

The client signed an agreement with us in July 2020 for a
period of 66 months. The first 6 months were deferred, and the monitoring and
payment obligations began thereafter.

We would appreciate understanding the reasons behind the
client's request to cancel and look forward to her response through your
platform.

Thank you.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 07/29/2024

Complaint: ********

Regarding the response to my complaint from Safe Home
Security, the contract that they presented is fraudulent!

The signature on this contract is not mine. The email
address shown, ******************, does
not belong to me. I do not use computers, never owned one and have never had an
email address. According to the date on the contract, it was signed via DocuSign
on a mobile device on 7/28/2020. This was during the COVID Pandemic and no sales
person came to my house during this timeframe, nor would I have touched a sale
person’s mobile device to sign anything.

As I explained in my initial complaint, I never signed a
contract with Safe Home Security. The only contract that I signed for home security
monitoring was with ********** *** ******** in 2016, which has since expired. I
had never heard of Safe Home Security until I started receiving bills from them
around March, 2024. If I had a contract with them, I’m sure they would have
billed me before March of this year, especially if I signed the contract back
in 2020.

As asserted in my initial complaint, I am again requesting
that Safe Home Security stop billing me and reverse the charges billed so far through
this fraudulent contract. I have been attempting to resolve this matter with Safe
Home Security for over a month. If I cannot obtain resolution through the BBB complaint
process, I will have no alternative but to file a fraudulent contract report
with the police, and seek other legal remedies.

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

Business Response
Date: 08/13/2024
Our position remains the same as stated in our previous response. Furthermore the client mailed in a hand written cancellation request to our company 2 months after install and at that time a letter was mailed to the client stating her obligation to the service until August of 2026. Since receipt of the original complaint, the client has spoken with account representatives regarding her being billed by us and ***. At this time, should the client wish to move forward with the cancellation of the account, they will be responsible for the terms of the agreement.
Customer Answer
Date: 08/20/2024

Complaint: ********

I am rejecting this response because: I have never mailed any correspondence
to Safe Home Security, written or otherwise. In addition to the fraudulent contract
that you presented, this is yet another attempt to scam me. I have patiently
attempted to resolve this matter with you through the BBB, but to no avail. You
leave me no other recourse but to seek legal remedy.
Sincerely,

****** ******
Business Response
Date: 09/03/2024
Please refer to our previous response, our stance remains the same.
Initial Complaint
Date:07/19/2024
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.
Signed a contract on 6-7-24. As per their cancellation policy, I emailed to cancel the contract on 6-8-24. I have all the emails on my PC. They acknowledged they had received the cancellation. They then billed me $47.99 on 7-3-24 for monitoring.
I called on 6-26-24 to check on the cancellation. It was still not in their system.
I called again on 7-3-24 about the charge to my account and the progress of the cancellation.
I was told I would get confirmation of the cancellation.
As of this date I have still not received any confirmation.
I am still getting calls that they are getting no response back from their test signals.
I want this account cancelled and done, please!
Business Response
Date: 07/24/2024
** ******** ** *** ********* ********* **** **** ******** ************ *** ******* ******* ** ****** *** **********

On March 22, 2024, Ms. *****
signed a new 60-month agreement with one of our customer service
representatives to add battery coverage to her already existing parts and labor
coverage. Just two months after executing this agreement, Ms. ***** experienced
an interruption in service with her home landline, which is how the alarm
system communicates with our monitoring station.

Ms. ***** called us in response to
notifications from our monitoring station about the communication failure. She
spoke with Senior Account Executive Kevin H******, who explained that the issue
seemed to stem from the landline. To have the system communicate independently
of the phone line, a panel upgrade was required. Kevin proposed a $10.00
increase for the communications upgrade and a $300.00 upfront payment for the
panel upgrade. Ms. ***** agreed, paid the upfront cost, and signed a new
agreement.

Three days after signing the
newest agreement, we called to offer a service date for two days later, but Ms.
***** declined and reiterated her desire to cancel. The agreement signed on
June 7, 2024, with Kevin is voided as the work associated with that contract
was not performed. However, the agreement executed in March 2024 remains in
effect, and Ms. ***** is still responsible for it. Additionally, her system
remains inoperable at this time due to the landline issues.

We strongly suggest that Ms. *****
contact us to revisit the system upgrade. Currently, we are enforcing an
agreement for a nonfunctional system due to the landline issues.

Thank you for your attention to
this matter.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Customer Answer
Date: 07/24/2024
I signed a new agreement on June 7, 2024. It was my understanding that this new contract superceded and replaced the original contract.
I cancelled the cpontract on June 8, 2024.
At no point was I informed that the old contract would be enforced.
Safe Home refunded the deposit I made for the new contract.
Again, at no point was I told that the original contract would be enforced.
*********** ** *****
Customer Answer
Date: 07/24/2024

Better Business Bureau:

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

Sincerely,

*********** *****
Initial Complaint
Date:07/17/2024
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 am trying to do an early cancellation of my contract. The First Lady lied and said I couldn’t unless I am selling my house and that it says that in my contact. My contract actually says that I can do an early cancellation upon receipt of 90% of the unpaid contract balance. I called back again and talked to a man that says he can’t help me and I needed to send an email to **************************. I did that and I have heard from no one. I just want to pay off my contract and never have to deal with this horrible company again.
Business Response
Date: 07/22/2024
In response to BBB complaint ********, Safe Home Security
acknowledges receipt of Mrs. ********’s request to cancel her service and be
provided a payoff amount.

Due to the challenges the client has experienced with the
relocation of her alarm service, we will honor her request for a buyout. The
payoff amount, calculated at 90%, is $1,727.73. An official invoice reflecting
this figure will be mailed to Mrs. ********’s home.

We thank you for your time and attention to this matter.

Please close this complaint as resolved.

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Initial Complaint
Date:07/12/2024
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.
My mom has a security system that hasn't worked in over a week. We had a service person / Anthony come out today and service the device. It turns out the system no longer works. He called his super and they told him to put in an old system which he doesn't carry or we could sign a 3 year contract to get a new system. We have on file that we are canceling the account when the contract is over on 1-7-25, they won't wavier the last five months even though the system doesn't work ! My mom is 92 and is not going to resign with another contract at her age. I have talked to two people with the company and they said that if I didn't a 3 yr contract we would just have to pay it anyway. Please help my mom. Thank you, ***** *********
Business Response
Date: 07/12/2024
The account has been cancelled, with no further obligation, with no payment due.
Customer Answer
Date: 07/12/2024

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,

***** For ****** ********* For *******
Initial Complaint
Date:07/01/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 2018, we engaged the services of Safe Home Security for security monitoring at *** *********** *****. We initially attempted to cancel these services in 2020 and again in 2021. Despite these attempts, the contract was not successfully canceled until 2022, when we completed a buyout and paid a $3,000 fee to finalize the cancellation.

Today, on July 1, 2024, we received a bill from Safe Home Securities for thousands of dollars in late fees. This is despite the fact that the contract was canceled in 2022 and we have since moved from the contracted property.

Receiving this unexpected bill has caused significant distress and confusion. We have already settled all obligations with [Security Company Name] and have moved from the contracted property. This billing error has wasted our time and caused unnecessary financial anxiety.

We have made multiple attempts to cancel the contract with Safe Home Security over the years:

2020: Initial attempt to cancel the service.
2021: Second attempt to cancel the service.
2022: Finalized contract cancellation through a $3,000 buyout.

We request the immediate reversal of all charges and late fees billed after the 2022 cancellation. We also seek written confirmation that our account is closed and that no further charges will be issued. We expect this matter to be resolved within the next week to avoid any further inconvenience.
Business Response
Date: 07/11/2024
In response to complaint # ********

*** ********, after further investigation of this matter it
has been deemed that this account will be closed and there is no balance
owed. The request for the reversal of all charges and fees will be
granted.

Respectfully,

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************

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