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.

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safe Home Security Svc

  8810 Pennsbury Pl Rosedale, MD 21237-3929

• 

  Safe Home Security Inc

  PO Box 502862 Saint Louis, MO 63150-2862

• 

  Safe Home Security, Inc.

  PO Box 1656 Sandy, UT 84091-1656

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2025

  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.

  Earlier this week, Safe Home Security (SHS) pushed a firmware update to my alarm system, causing several sensors to become unresponsive. As a result, the system would not arm, leaving me with no protection.
  
  I called three times this week. On my most recent call with Ganesh (###-###-####), I confirmed while on the phone that the system displayed a “failed to arm” message. Despite this, he questioned whether the alarm was truly inoperable. I explained we are leaving town on August 22, 2025 and urgently need a functioning system, but was told the earliest service date available was September 15, 2025 (nearly one month later).
  
  Instead of offering help, I was repeatedly pressured to purchase a $35/month warranty add-on (for cameras I do not own). I was also told no work order could be scheduled unless I either committed to a 36-month warranty or paid a $99 deposit. At first, I was told the deposit was nonrefundable, but after pressing, he admitted it was refundable if canceled. When I requested to speak to a supervisor due to misinformation and urgency, I was refused a transfer. I was told the call center was too busy and my case did not qualify for escalation, but that someone “might” call me back Monday.
  
  After supplying a $99 deposit, I was given a work order confirmation (#******) for September 15, 2025 from 1–5 pm. This is unacceptable since the failure was caused by Safe Home Security’s update and leaves my home unprotected during travel.
  
  Resolution Requested:
  • A confirmed service appointment before August 22, 2025.
  • No deposit or forced warranty purchase to repair an outage caused by their update.
  • Written assurance that no warranty will be added without my consent.
  • A supervisor follow-up call addressing sales pressure, misinformation, and refusal to escalate.
  
  SHS update disabled my alarm; instead of resolving it, the representative pressured me with unnecessary add-ons & withheld escalation. This is a serious safety and cust service issue.

  Business Response

  Date: 08/29/2025

  Re: Complaint ID ******** – **** ****
  
  We are writing in response to the above-referenced complaint from *** **** ****.

  After reviewing the account and internal call records, we confirm that *** **** contacted Safe Home Security regarding issues he experienced with his system following a firmware update. Initially, a service appointment was scheduled for September 15, 2025, between 1:00–5:00 PM. *** **** expressed frustration that this was too long to wait given his planned travel. He requested a manager follow-up, and his concerns were escalated.

  Our records show that subsequent outreach was made, and the appointment was successfully moved up to August 21, 2025, per the customer’s confirmation. However, on August 18, 2025, *** **** also contacted our office regarding cancellation of his service. Following verification of his account, he was informed of his contract terms and early termination obligations. The cancellation process was initiated, and his service ticket was closed the same day after he stated he had chosen another provider.

  Safe Home Security strives to address all technical issues as quickly as scheduling allows, and in this case, efforts were made to advance the service date and provide manager follow-up.  While we regret any inconvenience experienced, the account is now in the process of cancellation and closure, which can take up to 60 days to fully complete.

  We trust this clarifies our position in this matter.

  Sincerely,
  Safe Home Security, Inc.  

• Initial Complaint

  Date:08/18/2025

  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.

  Safe Home Security mishandled my account(s), improperly billed, and failed to resolve my cancellation and refund requests.
  
  Nov 2022: Power to my control panel and all doors were disconnected on Safe Home’s end.
  
  May 19, 2023: Requested termination of service.
  
  May 30, 2023: Email from Maria M. confirmed “your account has been terminated” (Acct #*****). Despite this, I continued to be billed and disputed charges with my bank.
  
  Sep 6, 2023: Submitted another cancellation request (Acct #******).
  
  Sep 8, 2023: Djenny P*** assigned, requested my info. I never received a call or follow-up.
  
  Sep 18, 2023: After I called, Josh explained there were two accounts under my name/address and said they needed to locate my contract. He transferred me to Djenny, who promised to consult a manager and follow up by Sep 20.
  
  Sep 20, 2023: Instead of resolution, I got an email claiming a voicemail was left and the ticket was closed. Around the same time, I received a mailed notice stating I’d be auto-billed quarterly, including past-due charges and fees. When I called, Djenny instructed me not to pay, implying a refund was coming.
  
  Later, Djenny admitted management “didn’t know how to fix my case.” She emailed the owner’s assistant about a refund check, but I never heard back or received one.
  
  After repeated delays and false promises, I gave up pursuing the refund. Billing stopped temporarily.
  
  Feb 19, 2025: I received a text saying “your alarm account needs attention and online payments are now accepted.” Since then, I’ve been harassed monthly with texts demanding payment on accounts that should have been canceled long ago.
  
  Resolution Requested
  Full refund of all charges billed overlapped between 2 accounts.
  Immediate and permanent termination of both accounts (***** and ******).
  Written confirmation I will no longer receive messages, bills, or collection attempts.

  Business Response

  Date: 08/29/2025

  Response to BBB Complaint ID ******** – ***** ****

  Safe Home Security acknowledges receipt of *** ****’s complaint and appreciates the opportunity to address his concerns.

  After reviewing the account history, we confirm the following:

  On May 19, 2023, *** **** submitted a written cancellation request. Per the monitoring agreement, this serves as a 30-day notice of cancellation.

  Prior to the cancellation request, all payments were voided 17 days earlier. This resulted in no payments being received to cover the service period leading up to, or through, the 30-day cancellation notice. Accordingly, the account entered a delinquent status.

  We have also identified that *** **** was billed under two separate accounts (#***** and #******) at the same residence. This overlap resulted from the fact that the original system was installed by ******** ******** and later sold to Safe Home Security, followed by an additional installation through *** **** that was also transferred to us.

  Safe Home Security agrees that this resulted in double billing for a period of time, and *** **** is correct to dispute those charges. We are currently conducting a full internal review to determine the exact timeframe and total amount of overbilling.

  Resolution Plan:
  Safe Home Security will calculate all amounts overbilled due to duplicate accounts.

  A refund will be issued to *** **** for the confirmed overbilled amount.

  Both accounts (#***** and #******) will be immediately and permanently terminated.

  Written confirmation will be provided to *** **** that his accounts are closed and that no further billing, collections, or communication attempts will occur.

  We respectfully request 30 days to complete this audit and finalize the refund. *** **** will be contacted directly once the review is complete.

  Safe Home Security sincerely apologizes for the delays, miscommunication, and inconvenience caused.

  Customer Answer

  Date: 09/01/2025

  
  
  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. I will wait for the business’s personal response in 30 days. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/13/2025

  Type:Customer Service 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.

  The company wasn't clear about the price or the quality of the security service they provide. The company did not reveal that us the customer would be on a contract with that company. The company stated we could cancel service at anytime if we were not satisfied with the service, but denied a cancelation due to "said contract". Company deceived other home owners in the same area in order to fill their contracts.

  Business Response

  Date: 08/25/2025

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

  We are writing in response to the complaint submitted by *** ***** ****. We take all customer concerns seriously and have carefully reviewed the account history to provide clarity regarding this matter.

  At the time of installation, both *** *** **** ***** participated in the account verification process. Specifically, **** ***** completed the pre-installation survey, and *** ***** completed the post-installation survey. Additionally, both *** *** **** ***** signed the agreement. The following acknowledgments were documented in the surveys:

  **** ***** confirmed awareness that the term of the agreement is 66 months at a monthly rate of $63.99.
  **** ***** acknowledged understanding that the agreement could be canceled for any reason within three (3) days of signing.
  **** ***** further confirmed understanding that during the six-month deferred billing period, the monthly monitoring rate would be $4.99.
  **** ***** was asked if the representative coached or instructed him to answer survey questions in a particular way while making alternative promises; the response given was “No.”

  In the post-survey, *** ***** confirmed that all equipment promised was installed by the technician and further acknowledged that he was satisfied with the installation of the security system in their home.

  *** ***** confirmed that the technician trained him on how to use the alarm system along with the mobile app. 

  These survey confirmations and signatures demonstrate that both *** *** **** ***** were fully informed of the terms of service, the agreement length, the cancellation policy, and the equipment installation. Based on this documentation, cancellation outside of the three-day rescission period is not warranted.

  Should *** *** **** ***** wish to move forward with cancellation, the account would remain subject to the terms and conditions of the signed agreement. For full transparency, we have attached a copy of the signed agreement to this response.

  We trust this addresses the concerns raised, and we remain committed to assisting the Owens family within the framework of the contract.

• Initial Complaint

  Date:08/11/2025

  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.

  When we tried to cancel service with Safe home security, we were instructed that we are under a contract. However, when we signed up with safe home security, the salesperson clearly stated no contract and that it was month to month service. When I reported this to safe home security, they told me “this happens occasionally due to dishonest sales people, you need to call the police” they did not offer any other assistance and were quite rude. I am filing a police report.

  Business Response

  Date: 08/18/2025

  *** *** ********* ** ******** * **** ********** *******
  
  Thank you for the opportunity to respond to the above-referenced complaint.

  **** ******* is currently under an active alarm monitoring agreement with Safe Home Security, originally signed on April 9, 2021, with a term of 66 months, expiring in October 2026. The agreement was duly signed and acknowledged by the customer, indicating a mutual understanding between the customer and the sales representative regarding the monitoring term.

  While *** ******* states he and ******** ******* were verbally advised the service was month-to-month, we must rely on the executed written contract as the binding agreement. Unfortunately, we are unable to prove or disprove verbal claims made by third-party representatives. Our position must therefore be based on the documented agreement on file.

  In recent communications with our customer service team, *** ******* shared that he and *** ******** have separated and he is seeking financial relief. We understand these circumstances can be difficult, and in the spirit of good faith and customer care, we would like to offer the following resolution:

  A courtesy rate reduction to $47.99 per month for the remaining 60 months of the term

  A 3-month credit of free monitoring service

  This offer is contingent upon signing a new monitoring agreement to formalize the revised terms

  Should *** ******* wish to take advantage of this offer, our Senior Account Executive, Natasha L****, is available to assist him with recontracting. She can be reached directly at ###-###-####, ext. ****.

  We appreciate your time and consideration in reviewing this matter.

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

• Initial Complaint

  Date:08/08/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for the security service, that I canceled 6 years ago. I stopped paying for the service 6 months ago. Now they are billing me. This really messed with my credit score.
  I tried to contact them by email but couldn't get through. I did call them and was told to email them about the problem. HELP!!!

  Business Response

  Date: 08/18/2025

  *** *** ********* ** ******** * ******* ******
  
  Thank you for allowing us the opportunity to respond to *** ******* ******** concerns regarding her account with Safe Home Security.

  Our records indicate that *** ****** contacted Safe Home Security on February 8, 2019, to request cancellation of her service, citing the sale of her home located at ** ******* **, ******. During that call, she was informed that per the terms of her agreement—specifically Section 3 (attached copy available)—a written cancellation request was required, along with documentation supporting the sale of the monitored property.

  Unfortunately, we did not receive either the written cancellation request or the supporting documentation. As such, the account remained active and continued to bill according to the agreed-upon ter***

   Additionally, our system reflects that Safe Home Security representatives attempted to contact *** ****** nine times over the past four years at the phone number on file (###-###-####), which has since been marked "out of service."

  These calls were primarily related to contract renewals and, more recently, her past-due balance. If the company had an alternative or working contact method for *** ******, this matter may have been resolved earlier.  

  That said, we understand that communication breakdowns can occur, and we sincerely regret any frustration this situation has caused *** ******. In the spirit of good faith, Safe Home Security will accept this BBB complaint as formal notice of cancellation and will proceed with account closure effective immediately.

  Furthermore:

  No further billing will occur
  The outstanding past-due balance will be forgiven.

  Please note: We are unable to amend or remove any accurate credit reporting. Delinquencies reported after payments ceased in July 2024 are valid, as service was not properly canceled under the terms of the agreement until now—over a year later.

  We appreciate *** ****** bringing this matter to our attention, and we hope this resolution brings some closure.

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

  Customer Answer

  Date: 08/19/2025

  
  
  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:08/08/2025

  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.

  My alarm system requires service, I have contacted the company everyday for the last two weeks seeking service. As of today I once again contacted the company and was told there is a ticket on the board for service. I ask again when will that happen with no firm commitment. What can I do, I’m lost for words or actions that I can take.

  Business Response

  Date: 08/18/2025

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

  We apologize for the delay and frustration he experienced while seeking service for his alarm panel.

  Upon reviewing the account, we confirmed that the alarm system is actively reporting signals and working properly. However, the panel display was found to be dim which prompted us to order a replacement 2GIG **** panel on August 14, 2025.

  A service work order has already been assigned to our technician, Timothy Davis, for installation once he receives the panel.

  Once the replacement panel is delivered, Mr. D**** or a member of our dispatch will contact *** ********* to provide a service date. 

  We appreciate his patience and remain committed to resolving this matter promptly.

  Customer Answer

  Date: 08/18/2025

  Yes I was contacted on Friday of this past week, Safe Home Security system representative advise this same message regarding ordering a replacement panel. No time table as too when this might happen, so it is wait and see, could be a few days or longer. Nothing firm at this time…wait and see when!

  Business Response

  Date: 08/27/2025

  Our account records show that the technician serviced the system and replaced the panel on August 22. We have applied a 2 month credit on the account for the inconvenience. 

  Customer Answer

  Date: 08/28/2025

  Replacement is now complete, no further action is required. Thanks for the support from the BBB, I really appreciate your help. 

  Customer Answer

  Date: 08/28/2025

  
  
  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:08/07/2025

  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 hired a contractor to get us to sign up for home security in Feb 2021. We were told and have written proof that the contract would be 36 months. They swapped the contract numbers for 63 months to end in May 2027. We were told to move our service to our new home 2.5 hours away we would have to pay a $200 fee and sign a new 63 month contract. This was in Feb 2025. We do not want to sign a new contract locking us in to another 6 years. We asked to buyout our contract and pay the remainder and were told they do not accept buyouts. We have tried repeatedly to get this resolved and end our contract and they refuse to do so. I do not want them to have access to our bank account with repeating auto payments. We have asked to pay in full from today (8/6/2025) until contract end (May 8,2027) at the monthly rate of 64.99 and were told they do not allow buyouts and it would be “throwing our money away”.
  
  We are now paying for a service we are not using and the equipment is sitting in a home that is no longer ours. We have no access to the equipment and we have no service in our new home because we do not want to sign another contract tract.

  Business Response

  Date: 08/15/2025

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

  Thank you for your recent complaint. We appreciate the opportunity to respond and address your concerns.

  Our records indicate that *** *** **** ******** are currently under an electronically executed 63-month agreement, which began in February 2021 and is set to end in May 2027. We would like to clarify that there is no way for a representative or contractor to alter the terms of an electronically signed agreement once it has been completed.

  In addition, as part of our standard process, the client completed a post-installation survey via telephone with a representative of our sales office. During this recorded call, the terms of the agreement—including contract length—were reviewed and acknowledged. Should *** *** **** ******** wish to review that call, we are happy to make it available for their reference.

  We understand your frustration regarding the relocation and your desire not to enter a new long-term agreement. While a standard relocation typically involves restarting a new full-term contract, we are willing to make an accommodation in this case.

  We would like to offer *** *** **** ******** the opportunity to purchase a replacement system for $350.00 and resume service at their new residence under the time remaining on their existing 63-month contract—with no extension of the contract term. This option ensures that you can continue to receive full monitoring services without being required to enter a "new" agreement.

  Please contact our customer service team if you would like to move forward with this relocation option or if you would like access to the original contract for your records.

  We va*** your business and are committed to working with you toward a fair and reasonable solution.

  Sincerely,
  Princess B***
  Manager, Retention
  Safe Home Security, Inc.

  Customer Answer

  Date: 08/18/2025

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

   

  You may not be able to alter the contract after it is sent but that does not mean the contract was originally sent with accurate details. It was misleading to change it from the documentation we have of 36 months to 63 months on the Docusign and then send it to us to sign. 
  

  I have repeatedly asked for the ability to buy out our contract and have been told it is in our contract that you do not offer buyouts. Before I agree to anything I want the ability to review our contract and see where it explicitly states that buyouts are not an option. 
  

  In addition I have provided a text from one of your service representatives when all of this started admitting that “sketchy behavior took place.” You can see in the screenshot my husband sent your representative with a photo of the handwritten documentation that we agreed to when the rep came to our house showing he wrote 36 months  
  

  What we are requesting is to buyout the contract to terminate all services from you and immediately stop automatic payments. You have lost our trust.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 08/27/2025

  Response to BBB Complaint #********
  To: ****** ********

  Dear *** *********

  Thank you for your response and for the opportunity to clarify the concerns you’ve raised.

  We understand your frustration and want to ensure that we are being as transparent and responsive as possible. First and foremost, the image you referenced—showing a handwritten note indicating a 36-month term—is not the actual contract for services. That image appears to be part of an application for security services, which is separate from the final contract sent via DocuSign.

  We have attached the complete, signed service agreement to this response for your review. This document, which outlines the full terms of service, reflects a 63-month agreement. This is the binding agreement that governs the terms of your account.

  Regarding your concerns about the buyout option: While it is correct that the contract does not explicitly state that buyouts are not available, it also does not guarantee that they will be offered as a standard option. Our internal policy is to explore all possible service resolutions before offering a buyout, as we are committed to providing service in exchange for payment. However, in recognition of your request and concerns, we are offering a buyout at 90% of the remaining contract *****, as outlined in Section 2.6 of the agreement.

  As of today, the amount to settle the remaining contract balance is $1,228.31. Should you choose this option, your contract would be considered fulfilled, and all services and automatic payments would cease upon receipt of payment.
  We appreciate the feedback and regret any miscommunications or confusion that may have contributed to your dissatisfaction. We remain available to answer any questions you may have about the contract or settlement process.

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

• Initial Complaint

  Date:08/06/2025

  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.

  The cameras they installed with their system didn't work and to get new cameras, we would have to pay more for them. I had to change my bankcards. I don't want this going against my credit. They are not emailing me or sending me a bill. I have a recording of them saying they would give me a buyout, then they say they are not obligated to let me buy them out. All they have done was try to make me pay more money. They tricked me into 6 more months of service. I want rid of this company and off my shoulders.
  
  I would like for them to accept the buyout that I offered to them.

  Business Response

  Date: 08/14/2025

  **** **** ********* ****
  ********** ******** * *** ********* *** ********
  ********* **** ******
  **** ********* ****** ** ****
  **** ** ********* ****** *** ****
  
  ******** ** **********
  Safe Home Security reviewed *** ******’s account history and the concerns outlined in her complaint. While we understand her frustration, the cameras installed at her property were **** ***** cameras, which are not covered under her equipment warranty plan. This was explained to *** ****** during service interactions and follow-up calls.

  When *** ****** reported performance concerns with her cameras, our team offered multiple solutions, including:

  Replacement of her current **** cameras with ********* ***** cameras at a discounted rate, including a $200 credit toward the purchase.
  Technical service visits to diagnose and address the issue.

  *** ****** declined service unless the cameras were replaced with ADC cameras at no cost. As per her agreement, Safe Home Security is not obligated to replace equipment outside of warranty coverage without charge. Any camera upgrade or replacement in this case would be the customer’s financial responsibility.

  Regarding the buyout request, our Cancellation Department reviewed the account and determined that it does not qualify for a contractual buyout. This decision is final per company policy. We communicated this to *** ****** and reiterated that we remain willing to resolve her camera concerns through the replacement offer previously extended.

  Safe Home Security remains committed to working with *** ****** to restore her system to full satisfaction, but equipment replacement costs outside warranty remain the customer’s responsibility.  We ask that they contact their account manager, ****** ****** at ###-###-#### should they have any further questions. 

  Customer Answer

  Date: 08/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They Lied and Tricked me into switching from ****** alarm company. Tricked me into signing a 66 month contract. Installed Faulty Equipment without warning us about the One Year Warranty on the defective Camera's. The Company as a whole has no compassion or conscience of customer satisfaction and further is not worthy of calling themselves a reputable Business! We feel that they should take the buy out and let us go back to ****** which is NOT leaving the area as they told us. 
  
  
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 08/14/2025

  We have reviewed the account further regarding the matter of the client being tricked into signing with Safe Home. Safe Home originally addressed these matters in 2023 when the client first brought them to our attention. Please see our attached response.  Our Stance remains the same. Please refer to our previous  response.

• Initial Complaint

  Date:08/05/2025

  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.

  Alarm contract states that I can cancel at anytime. I sent a request in writing on May 20th and was told I need to provide closing documents on the sale of my home. That is not in the contract. When asked where that is in the contract, I was informed it is company policy. I did not sign the company policy. I signed the contract that stated I could cancel at anytime.

  Business Response

  Date: 08/11/2025

  You have a 3 year agreement and then you can cancel with 30 days notice before renewal.  That part is all set as it's been marked but the initial 36 months has to be met so the balance and information provided to you are correct.

  Customer Answer

  Date: 08/13/2025

  
  
  ********** ********
  
  
  
  I am rejecting this response because: Line 2.6 of the contract I signed clearly
  states that I can cancel the contract early if I notify SHS and am willing to
  pay 90% of the remaining contract term which I have offered and am willing to
  do.
  I requested this on May 20th, and it
  was acknowledged and received by the cancellation department.  I still have not received a call or had
  contact from anyone from SHS.  I have attached a copy of the contract, it is very clear what my rights are.

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

  Business Response

  Date: 08/15/2025

  Yes $755.89 is due to close.  Once payment is made the account will be closed.

  Customer Answer

  Date: 08/15/2025

  
  
  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.  I have provided proof of the check I sent to have this account closed
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/05/2025

  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 have used this company for over 10 years and never been under a contract. I called on 6/12/25 to cancel my security/alarm service since we can no longer afford it. I was told by Aria that she was not able to cancel my service & they would call me back. I didn’t hear anything so I assumed they had canceled the service. 4 days prior to the 7/12/25 due date I decided to call. I got transferred to Dallas, Josh, and Alana. I was told that I could not cancel without required paperwork. What paperwork? They would not let me speak or ask questions! I was so confused! They said that once they received the info from me that it could take 60 days? In the meantime, I’m getting billed! My husband asked to speak to the supervisor & they refused, and would not listen or let him speak. He finally just hung up. They were very rude, disrespectful and condescending! We are 69 years old & are being taken advantage of! We cannot afford to pay this bill or any other bills from this company. We are seeking to cancel/discontinue service and for all bills due to be “zeroed out”!

  Business Response

  Date: 08/15/2025

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

  Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration you experienced during your recent interactions with our customer service team. We acknowledge that the cancellation process may not have been clearly communicated, and we regret any inconvenience this may have caused you and your family.

  After reviewing your account, we would like to provide the following clarification:

  *** ***** most recently entered into a service agreement with Safe Home Security in August 2017 for a 36-month term. Per the terms of that agreement, upon completion of the 36 month term, the account transitioned to a month-to-month agreement, continuing without interruption unless either party provides 60 days' prior written notice of cancellation.

  Your initial call on June 12, 2025, was recorded as a request to cancel due to the home phone line being disconnected, which prevented communication between the system and our monitoring center. At that time, our representative offered a cellular communication upgrade to resolve the issue. You subsequently called back on July 8, 2025, and declined the cellular upgrade.

  On July 12, 2025, *** ***** was contacted by our retention team to review the available resolution again. According to our notes and the call recap, *** ***** declined the offered solutions and also declined to submit the written cancellation request required under the terms of the agreement. Unfortunately, this did delay the processing of the cancellation.

  That said, we understand your concerns and, in good faith, we will accept this BBB complaint as your formal written cancellation request.

  Please note:
  Your account will be processed for cancellation.

  As per standard procedure, please allow up to 30 days for the cancellation to be finalized.

  No further steps are needed from you to complete this process.

  We appreciate the 17+ years you have been with us and regret that this experience did not meet your expectations. We hope this resolution brings closure and sincerely thank you for your past business.

  Sincerely,
  Princess B***
  Manager, Retention
  Safe Home Security, Inc.