Complaints

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

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Safe Home Security, Inc. has 33 locations, listed below.

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  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  14464 Polo Club Dr Strongsville, OH 44136-8924

• 

  Safe Home Security, Inc.

  2300 N Broadway St Pittsburg, KS 66762-2841

• 

  Anthem Alarm LLC

  1209 E Country Rd Fruit Heights, UT 84037-2282

• 

  Safe Home Security, Inc.

  1077 W 125 N Springville, UT 84663-5603

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:05/24/2024

  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 originally signed up with the security company not safe home security. This was prior to 2016 When safe home security took over the Service. At that time, my system was no longer working because it needed to be updated. Safe home security wanted me to pay hundreds of dollars out of pocket to update my system and forced to sign a new three-year contract. I never agreed to resign a contract. I just wanted to cancel my service.
  They kept telling me to mail a letter every single time I would speak to them they never received such letters. I’ve called to speak to the customer service to find out how I can go about canceling our contract that I never agreed to that they keep automatically renewing. No one will tell me how much time is on my contract and they say they will not cancel me until my past balance is paid which I stopped paying them because they won’t cancel my service that doesn’t work. I never signed with them. I’ve been paying for services that don’t even work.
  
  I have been just inquiring to see what I can do to get this service canceled for good. I don’t feel it’s right that I have to pay for service that doesn’t work and has not worked in years, but they won’t let me cancel my contract and automatically renewing it and then telling me I can’t cancel. I finally sent them a certified letter that they had to sign for and then they sent me a letter back, saying that they can’t cancel my service.

  Business Response

  Date: 06/03/2024

  ******** ******** ** *** ********* ** ******** ********* ** *** **** ********
  
  **** *** *****
  
  We
  at Safe Home Security have thoroughly reviewed the complaint submitted by Ms.
  **** ********, including her account details related to the matters outlined.
  
  In
  her complaint, Ms. ******** mentioned stopping payment on her account due to
  system non-functionality caused by a communication upgrade. This upgrade was
  necessitated by the ***** transition to 5G radio towers. Safe Home Security
  offered Ms. ******** two options for the upgrade: either paying for the new
  radio equipment upfront or signing a new 36-month agreement, maintaining her
  current rate. Unfortunately, Ms. ******** declined both options, opting instead
  to cancel her account.
  
  According
  to the terms of the agreement originally signed by Ms. ******** with Security
  One, which has since been acquired by Safe Home Security, written notice is
  required for account cancellation. We did not receive such notice from Ms.
  ******** until May 9, 2024. Consequently, the account continued to be billed in
  the absence of this notice.
  
  As a
  gesture of goodwill, Safe Home Security has agreed to cancel Ms. ********’s
  account without any financial obligation. Please allow up to 30 days for this
  process to be completed.
  
  Thank
  you for your attention to this matter.
  
  Respectfully,
  
  Samantha S*****
  Quality Assurance Manager
  Safe Home Security
  ************** **** ****
  *****************

• Initial Complaint

  Date:05/20/2024

  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.

  Have requested numerous time to cancel service as attached email will verify, continue to receive invoices for service to not being used, wanted or needed.
  
  Desired outcome is in no further contact by company.

  Business Response

  Date: 05/23/2024

  In response to BBB complaint ID ********: Safe Home Security acknowledges receipt of the client's request to cancel their service and end communication with us. We are prepared to proceed with the cancellation as requested. However, we must note that the client was delinquent on their account prior to requesting the cancellation. The client needs to settle the outstanding balance of $137.70. We look forward to the client's response via this platform to resolve this matter.

  Customer Answer

  Date: 05/28/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, spoke with Anthony at Safe Home Security ex****  ###-###-#### on Friday May 17th, no payment/billing required on my part since cancellation request was made on March 5th 2024, prior to next billing date. Anthony confirmed service was cancelled and no further billing/statement request would be sent.
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:05/14/2024

  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 writing to bring to your attention the ongoing issues I have been facing with Safe Home Security and to request a resolution to the problems I have encountered.
  
  Since late 2021, when I first subscribed to their service, the security system provided by Safe Home Security has consistently failed to work. Despite multiple attempts by their workers to fix the system throughout 2021, the problem remains unresolved. The most recent technician (still in 2021) falsely reported that the job was complete when, in reality, the system still does not properly arm any of the locations in my home, such as the doors and windows. Although the tablet on the wall turns on and sends a signal to Safe Home Security, it does not function as intended.
  
  I have repeatedly communicated these issues to Safe Home Security, but they have consistently disregarded my concerns and have even insisted that I pay for them to send someone to fix an issue that they have failed to resolve since the beginning of our relationship. As a customer, I find it unacceptable to pay for a service that does not work and to be neglected by a company that should prioritize the security and satisfaction of its customers.
  
  While my preference would be to terminate my relationship with Safe Home Security due to the immense stress and heartache they have caused me, I am open to the possibility of them fulfilling their promise and fixing the system in my home. However, I want to make it clear that I will not pay for any months during which the system did not work, and I am not willing to enter into a new contract with the company.
  
  I kindly request your assistance in addressing this matter and finding a satisfactory resolution. I believe it is in the best interest of both parties to either provide me with a working security system or allow me to terminate my contract without any further financial obligations.
  
  Thank you for your attention to this matter. I look forward to your prompt response.

  Business Response

  Date: 05/29/2024

  In response to complaint ID# ******** The customer is voicing their grievances, and is looking for credit for the months that they were receiving no service. I will be happy to work on crediting a portion of the balance. This account has had service and we have no issue getting the alarm system in working condition. 
  
  Please reach out to Jevaun P******* @ ###-###-#### Ext ****
  **** ****** **
  ********** *******
  Director of Sales and Service.
  
  Jevaun P*******
  Corporate Director of Sales and Service
  **** **** ********
  **** ****** ***
  *********** *** *****
  ************
  ****************************************
  ***************************
  
  

• Initial Complaint

  Date:05/13/2024

  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.

  I am in the first year of a 5 year contract with SHS and I am moving. The contract does not state anything about moving/relocating, only cancellation, but not cancelation for any reason. I assumed that if I moved I could cancel my contract since it does not specify that a move is not a qualifying reason to get out of the contract.I have been getting different information from everyone I speak to and now no one is responding to my calls, emails, and will not call back when they say they will. I am being completely ignored. I was never told that there were other contracts available when I initially contacted them. I called to let them know I was moving over a month prior and needed to cancel my contract I was told to send a proof of home under contract and the account would be canceled, nothing more. I asked for email confirmation of the request to cancel and heard nothing back. When I called again I was told I am responsible for the remainder of the contract or the new home owners could take over the contract or I could take the equipment with me. I explained that it is customary with home sales that anything fixed to the home is conveyed with the sale (the security system) so not an option. I called back to inform them the new owner does not want to take over the contact and was told no you can't transfer your contract. I finally worked out an arrangement to continue with SHS with credit for time already spent with the company (50 month contract) no move fee ($350) and free equipment (panel). When I got the contract it did not list the free equipment. I did not sign the contract as I wanted the panel listed as free. Now every time I call or email asking them to update the contract to reflect this I get sent to VM, to a manager who is busy says they will call back, but don't. SHS has dishonest business practices. I want my contract canceled and to be free from the penalty they are asking for. I tried to make good and they are not holding up their end.

  Customer Answer

  Date: 05/15/2024

  I was able to speak with someone at SHS and get in writing the requests that we spoke about and continuation of the time left on the contract for my old home to carry over to the new home, so that I do not have to start a 60 month contract over again.  

  Business Response

  Date: 05/28/2024

  In response to BBB complaint ********, an arrangement was
  worked out between the customer (********* *******) and SHS to void the
  previous agreement at the old address and set up service at the new address for
  the remaining months on the previous agreement. The installation was completed
  May 21st 2024 at the new address and the customer is now satisfied
  with the current situation and any credits warranted will be provided to the
  customer.  

• Initial Complaint

  Date:05/08/2024

  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 had *** for about 4 years. I was told by the salesman at my door that Safe Home had bought out *** and I needed to upgrade. Now come to find out he was lying and Safe Home has definitely not bought ***. When I contacted Safe Home they said that sales rep has had a lot of complaints. I’m an 81 year old widow and feel like I was taken advantage of and lied to.

  Business Response

  Date: 05/22/2024

  the complaint asserts that the client was mislead into signing a contract with our company while already under contract with ***. To address this matter , we request a copy of the clients signed *** contract, which pre-dates our system installation of June 2020. This document will help verify the clients claim that they were under contract with *** at the time they signed with Safe Home Security. 

  Customer Answer

  Date: 05/23/2024

  Here is my contract from *** prior to 2020

  Customer Answer

  Date: 05/23/2024

  Here is my contract from *** prior to 2020

  Customer Answer

  Date: 05/23/2024

  Here is a contract with *** prior to 2020

  Business Response

  Date: 05/29/2024

  We are writing to acknowledge receipt of a copy of ***** ********( complaint id ********) *** contract. We appreciate her promptness in providing this document. According to the agreement, Ms. ******** contract with *** commenced in June 2017 for a term of 36 months, concluding in June 2020. Following the end of this contract, her service with Safe Home Security (SHS) was initiated. Given these terms, Ms. ******** current contract with SHS is set to expire in September 2025. Until this expiration date, she is not able to close her account with us. She may choose to end her relationship with SHS at that time. Thank you for your attention to this matter. Please close this complaint as resolved.

• Initial Complaint

  Date:05/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a security system in
  ******** in 2020. We moved to ******* in 2021. Payments were coming out of our checking account automatically. We were informed we needed to reinstall the system when we bought our new house or pay them out of the contract $3000 so we had the system reinstalled. I started receiving ills from them so I called them and they stated that we had to contact them again once system was installed to have money continue to be taken out of our account. At that time I told them to take $100.00 every 2 weeks to catch the bill up, which they failed to do and I had to call them back to have it taken care of. We went to apply for a mortgage in April and my credit report showed 9 payments 90 days late…. I monitor my credit weekly and that never was on my credit until I paid the account off which I am stuck with for another 5 year contract which I was unaware it started over when we had the new one installed. So to get out of the contract I have to pay them a large amount of money. I disputed the credit reporting with Brittany from Safe Home Solutuons and she plain and simple said in an email “I’m sorry you are having a difficult time obtaining a mortgage but nothing I can do because you are at fault “. If they have done this to me I’m
  Sure they have done it to others. I can supply the email separately if you would like. I work hard for my money and have tried very hard to keep my credit score good. This has affected all my credit as my credit cards have all been lowered due to this credit reporting. Had no idea why all my cards limits were being dropped until this came up!!!! This has negatively affected me in numerous ways. We were not able to purchase our dream home due to this companies unprofessional ways.
  
  Thank you

  Business Response

  Date: 05/08/2024

  What Mr. ******** was told by our credit specialist is correct. The credit was reported correctly, therefore we can not change it due to it was not our error. We were not able to  "take 100$ out every two weeks to catch up" therefore the late payments were reported 

• Initial Complaint

  Date:04/29/2024

  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 was told something and all the promised merchandise was not delivered. After I entered into the contract the salesman was nowhere to be found. The call center is extremely rude and would not honor my request to end the contract due to failure on their behalf they have now reported it on my credit score has dropped 92 points

  Business Response

  Date: 05/10/2024

  Safe Home Security has received BBB Complaint ID ********. The complaint outlines the client being promised merchandise that was not delivered. After careful review of the client's account, it was found that there was a sales dispute about a doorbell camera that was offered as an additional incentive to switch from a competing company to us. It appears that it took the client calling twice for us to deliver on the doorbell camera. Approximately 30 days after the original installation, the client received her doorbell camera. During the service to have the doorbell installed, a gentleman in the client's absence questioned the use of sensors that had been installed by ****** and not used by us during the original installation. The technician responded with the following note: "Installed one **** doorbell cam and chime left by dealer. Customer says he was told by the door to door rep that his windows were supposed to be covered with sensors as well. I told him we could but he would have to pay for the contacts either outright or added on to the MMR. He refused and said they should be free and will call the rep that sold him the system." According to the notes of the account, we did not hear from the client for approximately 6 months, and she again asked when the sensors we didn't use from ****** would be hooked up. The technician's notes were read to her again, and she requested penalty-free cancellation in July of 2023. At this time, the client is not within rights to cancel penalty-free. The account can be cancelled with 90% of her remaining obligation being settled. That figure is $2,089.41. If the client would like to hear the options available to her when it comes to the additional protection she is looking for, she is welcome to call into our customer service to go over those options.

  Customer Answer

  Date: 05/10/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This information is not correct. They were never courteous nor did they once offer any viable solution to the equipment issue. The doorbell was the issue which it was never installed. I boxed up their equipment  that did not contain a door and  asked for a return address. I am not at all shocked that they have fabricated a story this has been the case  since the beginning of this ordeal. this seems to be their M.O. To ensure their business does not disrupt my credit history I have agreed to pay them. They are a shame and have a terrible reputation. Since having this experience with them I have learned of multiple people that have been scammed by them and then forced to pay in order to maintain a positive credit history. While I do appreciate your efforts it does not help my plight. 

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

  Business Response

  Date: 05/17/2024

  Please refer to our previous response. We have nothing further to add. 

• Initial Complaint

  Date:04/25/2024

  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.

  Signed up with this company in 08/2023.
  
  I took over an acupuncture clinic that already paid for all alarm system and devices but they made me sign a 3 year contract anyway.
  
  Sold the company back to original acupuncture company in April 2024.
  
  This alarm company refuses to change ownership of account and won’t allow the original owners to take over the account without signing a 6 year contract.
  
  The lease to the building is only for another 19months. Why the hell would you want an alarm system contract for 6 years? And it’s for items that was already paid for!!!
  
  Not including the fact that we’ve been trying to fix a beeping problem within the system that NO ONE on their team could fix!!!! Keep telling us it’s the key fobs battery and we changed them all with no changes to the damn beeping so we haven’t even used the alarm in MONTHS!!!!
  
  Horrible business! And this Daniel guy at extension **** is no help!

  Business Response

  Date: 05/01/2024

  You have an agreement for 36 months.  That 36 months needs to be met and you can cancel.

  Business Response

  Date: 05/01/2024

  You have an agreement for 36 months.  That 36 months needs to be met and you can cancel.

• Initial Complaint

  Date:04/18/2024

  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.

  SAFE HOME SECURITY HAS NOT PROVIDED ANY SERVICE TO US AND YET STILL CONTINUES TO BILL US AND HAS REFUSED TO TERMINATE THE CONTRACT AFTER MULTIPLE CALLS AND REQUEST. THIS HAS BEEN GOING ON SINCE JANUARY OF 2023 UP TO PRESENT. THEY HAVE CAUSE MY CREDIT SCORE TO BE AFFECTED ADVERSELY. THEY HAVE BEEN NEGLIGENCE TO THE TERMS AND USING FAULTY EQUIPMENT THAT NEVER WORKED.

  Business Response

  Date: 04/19/2024

  The client is under contract until December 2026.  They may pay the remaining balance due under section 4 of the agreement if they wish to cancel early.  If service is needed they may pay the back balance and schedule a technician to service the system.  All clients are reported to ******* monthly based on payment history.

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Please see the attached document in reference to how many times we simple asked to cancel contract and was told no you’re pretty much stuck by multiple representatives in their call center. 
  
  Sincerely,
  
  
  
  ******** ******

  
  

  Business Response

  Date: 05/08/2024

  Please see previous comments.  You cannot cancel prior to 2026 without paying the buyout as listed in section 4.

• Initial Complaint

  Date:04/10/2024

  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.

  03/23 was approached by a salesman offering a doorbell camera with safe home security. I liked the doorbell camera and signed up to have the doorbell installed.
  
  11/23 my vehicle was broken into and personal information stolen. Requiring me to replace everything
  
  2/24 safe home security reaches out about invoices. I was under the impression from sales person that once payment stopped so would service. I was then informed that there is a contract for 5 years lasting till 2028. Payed over $300 and was under the impression the contract was cancelled
  3/24 received another bill. Requested a copy of “contract” to be mailed to address on file. Never received contract via mail.
  4/24 requested my verbal consent of 5 year contract via e-mail and was denied access of verbal agreement.
  
  The customer service by safe home security is not beneficial at all. The “service” by safe home security proved to be extremely un beneficial. All I want is to cancel the alleged contract lasting till 2028. The company refuses to send me the verbal agreement. The equipment that’s provided does not work and I’m stuck paying for a useless service.

  Business Response

  Date: 04/18/2024

  Dear
  *** ****,
  
  I
  am writing to address the concerns raised by Ms. ****** ******, as conveyed in
  her recent complaint received by Safe Home Security, Inc. ("Safe
  Home"). As the Quality Assurance Manager at Safe Home, I have thoroughly
  reviewed Ms. ******'s complaint and her account details, and I am providing the
  official response on behalf of our company.
  
  Ms.
  ****** expressed dissatisfaction regarding her understanding of the services
  provided upon signing up with Safe Home Security. Specifically, she indicated
  that she believed she was subscribing solely to a doorbell camera, whereas our
  records indicate that she was enrolled for a monitored alarm system. Enclosed, please find a copy of the signed agreement
  for your reference.
  
  Additionally,
  Ms. ****** mentioned being informed that the agreement was for duration of 5
  years during her interaction with a Safe Home Security representative. However,
  it is important to clarify that prior to installation, a comprehensive survey
  was conducted with Ms. ******, during which she acknowledged and agreed to the
  66-month term. Furthermore, she was briefed on her option to cancel the
  agreement within 3 days, and she confirmed her understanding of these terms.
  Safe Home's cancellation policy allows for termination under specific
  conditions, including payment of 90% of the unpaid balance after the initial
  3-day rescission period.
  
  Subsequent
  to our discussion with Ms. ****** regarding her desire to cancel the agreement,
  we offered a service appointment to address any concerns with the system and
  camera. Regrettably, Ms. ****** declined this offer.
  Based
  on the information provided, we have found no valid grounds for cancellation.
  Nevertheless, Safe Home remains dedicated to addressing any system-related
  issues Ms. ****** may encounter and is committed to providing ongoing
  assistance.
  
  Should
  you require further clarification or have additional questions regarding this
  matter, please feel free to reach out to us at your earliest convenience.
  
  
  Sincerely,
  
  
  Samantha
  S*****
  Quality
  Assurance Manager
  Safe
  Home Security
  ************** **** ****
  *****************