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: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.
I am seeking immediate release from contract. I never consciously signed up for a 5 year contract. I am selling the house and no longer need their services.. SHS refuses to cancel my account.. i am now a victim to deceptive business practices that seek to keep me financially hostage for another 4 years of uneeded and unwanted services.
Business Response
Date: 07/08/2024
Good afternoon, regarding the request to cancel the account, the company requires the completion of the agreement. As discussed with our representative, Rebecca P******, and the client, it was clarified that the agreement entails a $54.99 fee with a Parts and Labor Warranty and a 60-month term. During the account setup process, Ms. P****** informed the client about the necessary emergency contacts and the verbal passcode for verification. Additionally, Ms. P****** mentioned that the client's sister had a similar 60-month term and offered the same terms to the client, which were subsequently sent for the client's signature.Given this information, the agreement remains in effect. We offer the client two options: Pay the contract buyout $2,728.70. or transfer the system to a new address and continue the contract there.
Initial Complaint
Date:06/28/2024
Type:Product 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 two business alarm monitoring accounts with Safe Home Security. One of the systems cell units stopped communicating with their cell monitoring May 24th, 2024. I called them about two weeks later and was only given the following two options to get my system working again:
1. I would have to pay $100 plus parts for a service call, or
2. I would have to sign up for a three-year service contract.
I did not want to do either, and since I was on a month-to-month agreement I said I wanted to cancel the sevices.

I spoke with Dawn D***** on June 27, 2024 and was told that Safe Home Security would not transfer ownership of the cell unit to me after the cancellation.

I originally signed up for the two alarm systems and monitoring with T**** ************ *** ********. The first location install was August 14, 2019, and the second location install was June 7th, 2020. The contracts for both of these systems state that the customer owns the equipment after installation.

Safe Home Security purchased my two contracts from ***** ************ *** ******** sometime in June 2023. I was not told that this was going to occur, and I was not sent new agreements.

As this is the case, Safe Home Security needs to honor the original contract terms that the customer in the owner of the alarm system after installation. I want to use my existing equipment including the cell units with another alarm monitoring service, but I cannot since Safe Home Security will not give me ownership of the alarm system cell units.

I have attached both original contracts and highlighted TERM 8 Ownership of SYSTEM on each.
Business Response
Date: 07/11/2024
tHE ACCOUNT HAS BEEN CANCELLED WITH NO FURTHER OBLIGATION TO SAFE HOME SECURITY. THE EQUIPMENT IS THE CUSTOMERS TO DO WITH AS HE WISHES.
Customer Answer
Date: 07/13/2024

Complaint: ********

I am rejecting this response because: Safe Home Security has not agreed to my desired settlement. While the Safe Home Security states in their response that

"tHE ACCOUNT HAS BEEN CANCELLED WITH NO FURTHER OBLIGATION TO SAFE HOME SECURITY. THE EQUIPMENT IS THE CUSTOMERS TO DO WITH AS HE WISHES."

they refuse to release the cell unit ***** back to me to use I as wish. Without the ownership of the cell unit ***** I cannot reuse the two alarm panels with another alarm company.

I have attached an email conversation I had with a SHS Customer Complaints representative, and he states that Safe Home Security will not release the the cell units and ***** to me.

Sincerely,

**** ******
Business Response
Date: 07/24/2024
Please contact customer service at *** *** **** and request the code.
Initial Complaint
Date:06/26/2024
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.
*** ******** ** was bought by Safe Home Security. Safe Home Security contacted me to tell me I needed buy all new equipment, as mine would no longer work. I have notified them in writing and over the phone at least six times that I would not use their services and I not be upgrading my equipment. Every time I call billing the say the issue is resolved. Then I get a bill the next month. I have perfect credit. I am worried about this company reporting my bill as unpaid. I spoke with Bill at customer service yesterday, June 24. They could not help me and they said they only work with service. Billing has not cancelled my account. Customer cannot help. I have never upgraded my equipment with this company. They have not provided me with security of my home. They continue to bill me monthly. Please help me. Please see if this company has effected my credit.
Business Response
Date: 07/09/2024
In response to BBB complaint ID ********, Safe Home Security acknowledges the client's request to cancel. We are able to move forward with the client's request to cancel at this time as she has satisfied her contract with us. Additionally, we will provide a credit update for the client. Please close this complaint as resolved. Thank you and warm regards, Princess B***, Manager, Retention.
Initial Complaint
Date:06/25/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to resolve this issue since March 2023. The Salesperson (Steve B****) for Safe Home Security also works for ******** *****. The Salesperson promised to cancel the contract we had with ** *****, pay for the ** ***** contract buyout and reimburse me for any monthly charges to ** ***** while the ** ***** service was in the process of being canceled. The salesperson repeatedly, over the course of a year+ told me he would cancel the ** ***** contract for me. That was not true, as ** ***** told me that I had to cancel the contract myself. Then ** ***** made me pay $1,350 to cancel the contract. It took me several more months to have Safe Home Security pay me only $1,000 towards the buyout amount. Over 12 months I paid ** ***** $600 which the salesperson said that he would reimburse me plus the $350 left from the contract buyout. On June 13, 2024 the salesperson said he will contact the Safe Home Direct office in **** and have them send me a check for $950. I immediately contacted the **** office Resoulutions department and they told me that the salesperson was not authorized to have the **** office send me that check. The salesperson has repeatedly lied to me as to what he would do with these lost funds.
Business Response
Date: 06/26/2024
The account can not be located in our database with the information provided
Business Response
Date: 07/01/2024
We "the company" request to have the complaint closed. On 4/29/24 the customer accepted the buyout amount of $1,000. On 5/3/24 the buyout check number ***** for $1,000. was mailed to the customer to cover the buyout invoice.
Thank you.
Customer Answer
Date: 07/29/2024
Please continue my complaint. SHS did not respond to my issues
Business Response
Date: 08/01/2024
It was responded to and resolved
We "the company" request to have the complaint closed. On 4/29/24 the customer accepted the buyout amount of $1,000. On 5/3/24 the buyout check number 75848 for $1,000. was mailed to the customer to cover the buyout invoice.
Thank you.

Customer Answer
Date: 08/02/2024

Complaint: ********

I am rejecting this response because: safe Home Security refuses to address that the salesperson, Steve B**** lied and told me he would pay me the additional amount of $950 above the $1,000 buyout amount. SHS needs to hold Mr B**** accountable for his promises and his lies. SHS needs to be accountable for a salesperson who knowingly misled a SHS customer and who represents SHS. SHS is now an accomplice to the lies of one of their representative. If SHS doesn’t insist that Steve B**** pays me $950, I want my SHS contract cancelled and a reimbursement of all the money I have paid SHS to date. I hope SHS doesn’t respond with the same response to date.

Sincerely,

****** ********
Initial Complaint
Date:06/21/2024
Type:Service or Repair 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 have waited for over a year for my panel to be fixed it has torn the drywall off of my wall. I also have waited for 4 months for a front door alarm installed. I am in a high crime area. I am still paying a bill were the security is not up to standards.
Business Response
Date: 06/21/2024
Our dispatch team has reached out to the client and service is scheduled for June 2th between 9 am and 1 pm. Our technician will call the client when he is on the way.
Business Response
Date: 06/24/2024
Correction the service date is the 28th of June.
Customer Answer
Date: 06/24/2024

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:06/17/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had the company in place for over six years in two homes. (The current home purchased an entirely new system outright) They use fraudulent tactics to keep you under contract. DO NOT DO BUSINESS with this company. They harassed me constantly after canceling service on May 7th with Daniel around 3pm that we could not end our service.
They should be stopped from doing business!
Business Response
Date: 06/26/2024
In response to BBB complaint ID *********, Safe Home Security is in receipt of Mr. *****’s request to cancel. Mr. ***** initially contacted us on November 19, 2019, to cancel his account due to relocating from **** ****** ******* **** to his current location. During this call, our representative, Jessica T*********, discussed the option of setting up a new system in his new home in *******. Mr. ***** agreed to a new 60-month agreement at a rate of $54.99 per month. Additionally, Mr. ***** contracted again in April of 2021 to add parts and labor coverage to his contract. On May 7, 2024, Mr. ***** called and spoke with Daniel G***** about issues he was experiencing with his alarm application. During this call, Mr. ***** also asked when his current monitoring agreement would end. Mr. G***** informed him his expiration date is April of 2026. Mr. ***** at that time expressed his frustration with his expiration date being so far away and ended the call before Mr. G***** could address his concerns or provide assistance. Stating to Mr. G***** “ Acknowledge that you hear I am cancelling” “ I do not need this service”. As per the terms of the contract, Mr. ***** is obligated to fulfill his agreement until its expiration on April 5, 2026. The agreement allows for early cancellation only under specific conditions: the client providing documentation supporting the sale of the home or proof that the account holder has passed away. Mr. ***** has not provided such documentation, nor has he submitted a formal cancellation letter to suppress the renewal of his service come the conclusion of the current agreement. We strive to provide the best possible service to our customers and regret that Mr. ***** may be experiencing issues we are not privy to. We are more than willing to discuss his concerns further and assist him with any issues related to his account. Please let us know if there are any additional steps we can take to resolve this matter satisfactorily.
Customer Answer
Date: 06/27/2024

Complaint: ********

I am rejecting this response because:
In a 2019 calll with Jessica there was no other option than renew the contract on the new house in ******* or we would be liable for the balance. She DID NOT DISCLOSE we could send a closing statement that the house was sold. This is fraud! If that was disclosed, we would have NEVER have agreed to continue using them.
I will send them a closing statement of the house being sold by certified mail since this company is dishonest and not forthcoming.
Like *************, all other states that they operate in should sue them for unreasonable and misguided contract practices.

Sincerely,

****** *****
Business Response
Date: 07/09/2024
In response to BBB complaint ID *********, we note that the client clearly did not understand the nature of our response. The client called in to cancel the service for his old location. He was advised to install the service at his new home. Per his rejection, he agrees he was informed that either the service be relocated or he satisfy the agreement for service at his previous home. To clarify, this would have required payments up to the 90% obligation from October 2019 (when the client requested the move) until October 2022 (when the contract for **** ****** ******* **** ended). Furthermore, following the signing of the new 60-month agreement for service at **** ********* **** ***, the client submitted a 5-star review for Jessica T. As per the terms of the contract, Mr. ***** is obligated to fulfill his agreement until its expiration on April 5, 2026. The agreement allows for early cancellation only under specific conditions: the client providing documentation supporting the sale of the home or proof that the account holder has passed away. Mr. ***** has not provided such documentation, nor has he submitted a formal cancellation letter to suppress the renewal of his service at the conclusion of the current agreement. If Mr. ***** is experiencing issues we are not aware of, we need to be informed. We are more than willing to discuss his concerns further and assist him with any issues related to his account. Please let us know if there are any additional steps we can take to resolve this matter satisfactorily.
Initial Complaint
Date:06/13/2024
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 security system stopped working nearly a month ago. It took several weeks to get a technician out to look at it. We were informed on multiple calls with different customer service reps that there is only one technician in ******** and they are short staffed. We were told to replace battery. We did that at a price of $50 for battery purchase and it still didn’t work. The tech finally did come and said there were wires touching and replaced transformer. Panel didn’t work again shortly after that. It also drained the new battery that we purchased. We called again and were given another service date of 06-11-24. On 06-10-24 customer service called and canceled appt and said they couldn’t send anyone out until 06-25. So now we would have to wait several more weeks for a fix. At the same time all of this was happening I kept getting calls asking that we renew contract. I chose not to renew because of misinformation from customer service on multiple occasions and their lack of available techs in our area.

Also, not one time in 8 years did anyone come out to check or replace any of our equipment unless we made a service call for an issue. Nor did we ever miss a payment. Not one time did they say we understand you are unhappy and would let us just cancel due to their shortcomings . Instead we were informed that we are stuck for 12 months of payments after giving them a cancellation notice in writing.

Way to treat a customer that was loyal and on time paying for 8 years…??

We do not recommend this company if you live in Virginia.

Buyer beware. Make sure that you read lines 3 and 4 of your contract. Even though you haven’t signed a renewal contract there is a line that says they will automatically renew without your consent for one year unless you cancel within 60 days of last signed contract date.
Business Response
Date: 06/18/2024
In Response to BBB ID ******** submitted by ****** *******: We at Safe Home Security have been in review of the complaint submitted by Mrs. ******* along with her account. Customer Service Manager, Allison D******, has been in contact with Mrs. ******* regarding the matters stated in the complaint. Ms. D****** has offered the client to have the panel replaced. At this time the client wishes to move forward with the cancellation of their account. We have requested the cancellation of the account, please allow up to 30 days for this process to be complete. Should the client have any further questions, we ask that they contact Ms. D****** directly at ###-###-####.
Initial Complaint
Date:06/07/2024
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 cancelled the service in March. After I spoke with a agent *****************. He send me an email serviced closed. Then last night June 6, 2024 One of the billing department person name Ms V** called me at 8pm, I owe $104 to close my account, I asked what is $104 for, she said it covers monitoring fee of March, April and May. I told her my contract ends May 20 20024. I already paid up to May. My account go into collection agency if I don't pay. My contract ends in May 20, it was paid until May 20. Ms V** Says she can not see that information on her end. In order to close my account I have to pay $104. my Account numer is ******, I would like to receive in mail a final bill stating my account is Closed and $104 is the final bill I will receive.
Business Response
Date: 06/10/2024
The final bill has been paid and the account is closed without further obligation. You may keep this correspondence for your records.
Initial Complaint
Date:06/05/2024
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 would like to cancel my satisfied contract with this company. They continue to ignore my requests. My contract clearly states that upon March 2024 it is over. I entered a contract with them on March 2021 for 36 months. They continue to charge me after I have requested to cancel and no one calls me back to resolve the issue.

I have attached my contract to this case.
Business Response
Date: 06/10/2024
Dear Mr. *****, Safe Home Security has received BBB Complaint ID ********. We acknowledge your request for cancellation and will proceed accordingly, as you've requested both through the BBB platform and with Senior Account Executive Teri N****. Upon thorough examination of the complaint, it has been found that in January 2023, you declined to upgrade your system warranty or prepay for necessary repairs to ensure the proper functioning of your alarm system. It is important to note that while you have indicated to the BBB that we are holding you, we communicated with you regarding your continued responsibility for the service until the expiration date back in January of 2023. You still chose at that time to not address the issues with your system. We are prepared to honor your request for cancellation, as you have reached the end of your alarm monitoring agreement. Your account will be closed accordingly, and we regret any inconvenience you may have encountered throughout this process. We kindly request that you consider this matter resolved and close the complaint.
Customer Answer
Date: 06/10/2024
I am going to quote the business response.
"Upon thorough examination of the complaint, it has been found that in January 2023, you declined to upgrade your system warranty or prepay for necessary repairs to ensure the proper functioning of your alarm system."
I was never offered an upgrade nor was I ever assisted with the problem at the time back in 2023. I only wanted a technician to come and fix the issue and was asking to cancel then. I then received the same lack of customer service then as I did now. The only time you took me seriously was me having to open a BBB complaint back then. That is when finally a tech came to the house and fixed the issue.
"It is important to note that while you have indicated to the BBB that we are holding you, we communicated with you regarding your continued responsibility for the service until the expiration date back in January of 2023. You still chose at that time to not address the issues with your system."
Again you are fabricating lies to make your company look better. Your company is the worst at customer service and it is clear you have significant issues with your management of your clients. Example the 6.5million dollar class action lawsuit in the state of MA that you lost. The numerous google, reddit, yahoo, cnet, web, BBB, and other social media reviews just proves my point.
"We are prepared to honor your request for cancellation, as you have reached the end of your alarm monitoring agreement. Your account will be closed accordingly, and we regret any inconvenience you may have encountered throughout this process. We kindly request that you consider this matter resolved and close the complaint."
I accept this request and am happy to close my account with no further communications nor monetary agreement between parties.
Complaint: ********

I am rejecting this response because:

Sincerely,

****** *****
Business Response
Date: 06/25/2024
As stated in our initial response the account is being closed, please mark this matter as resolved. Thank you
Customer Answer
Date: 06/25/2024

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:05/31/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been unable to cancel the security services on my home. I sold the home and no longer need the services. I called SHS on May 24th to cancel. They would not take my cancel over the phone. They sent me an email with instructions to send a letter to a different email with my cancel request. I completed this on May 24. An auto response indicated someone would contact me within 72 hours to cancel. An email and phone message were left on May 30th for me indicating they received my request to cancel but I still had to call and speak to someone to cancel (despite me doing this on May 24). The person I need to speak with is a "customer retention specialist". I've called and left messages for this person twice on May 31 and had emailed on May 30. Despite me informing them there is no possibility of retaining me (in emails and multiple voice messages) as I no longer own the property they appear to be insisting on speaking to me live yet the ability to get ahold of the correct person live is extremely difficult. This is an unfair business practice that just serves to add extra billing/service days to maximize their revenue at the expense of customers. I would appreciate assistance in closing my account once and for all. Below is the retention specialist who I've not been able to get on the phone.

Milly C******
Retention Specialist
Phone: ###-###-####
Email: ******************
Business Response
Date: 06/12/2024
** ******** ** *** ** *********
We at Safe Home Security acknowledge the receipt of the complaint submitted by Mr. **** *****. In his complaint, Mr. ***** stated that he attempted to cancel his account over the phone on May 24, 2024. Our representative, Hope S*****, informed him that Safe Home's cancellation policy requires all cancellation requests to be submitted in writing and provided him with the appropriate email address for this purpose.
As indicated in Mr. *****'s complaint, he subsequently sent his cancellation request to the provided email address. We have received and processed his cancellation request. I have initiated the account cancellation as per the terms of our agreement. Please allow up to 30 days for the cancellation process to be completed.
Thank you for your attention to this matter.

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