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.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security

  2969 Irving St Riverside, CA 92504-4268

• 

  Safe Home Security Services Baltimore

  6306 Belair Rd Baltimore, MD 21206-1810

• 

  Safe Home Security Svc

  8810 Pennsbury Pl Rosedale, MD 21237-3929

• 

  Safe Home Security Inc

  PO Box 502862 Saint Louis, MO 63150-2862

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:10/02/2025

  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.

  I was told by Safe Home Security that I need a new security panel because the one I had was old and not working correctly. i spoke with customer service rep Josh, he told me the cost of the new panel that I had to pay, he said I could pay it in one lump sum or have it added to mm monthly bill, my bill at the time was $42.00 the cost of the new panel was $480.00 so it was broken down and added to my bill the cost was $19.00 this was on 8/30/2023. So here we are in May 30 2025 and the security panel is paid off, so I called and spoke with Jordan who tells me it I still have until August 2025 for it to be paid off, so I call in August 2025 and speak with Juana I tell her my story and she said she will look into it and call me back, I said to her are you sure you are going to call me back and she said yes, well she never called me back. So last week I decided to chat online and I spoke with Paulene again I told her my story and this time I wanted to cancel my service, she asked me to hold then she came back and told me she could not cancel my service and that I was under contract until 2028 (what contract). Then she said no one could help me and the only way to cancel my service was to send it in writing through email I did that four times last week the customer complaint email comes back bad Email: ****************************, and I have not heard anything from the one email that wen through Email: ****************************. At this point I just want to cancel their service because they are not above board.

  Business Response

  Date: 10/09/2025

  In response to BBB Complaint ID: ********, Safe Home Security, Inc. appreciates the opportunity to address *** *********’s concerns.

  Our records confirm that the customer entered into a new 60-month monitoring agreement in August 2023 at the time of the equipment upgrade. A signed copy of the agreement has been attached for reference. This agreement outlines the contractual term, monthly rate, and the customer’s responsibility for the service through the full 60-month term.

  While we understand the customer’s desire to cancel, the agreement remains active and binding until its scheduled expiration in 2028. The customer is responsible for the terms of the contract as agreed upon at the time of renewal.

  If the customer wishes to discuss available options regarding the account, our Customer Loyalty Department can be reached at ###-###-#### for assistance.

• Initial Complaint

  Date:10/01/2025

  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 have *** in both my houses. While we were away on a cruise I had the following text conversation with what I assumed was an *** representative.
  "Barry, We see that you have had your alarm system since 2019 and is in need for an upgrade from 2G/3G to 5G at NO ADDITIONAL COST to ensure that your alarm system continues to communicate effectively. Upgrade today and receive a FREE DOORBELL OR OUTDOOR CAMERA. Please reply
  "UPGRADE" for more information."
  When the sales person showed up yesterday, I saw his badge was not *** but Safe Home Security, instead.
  He told me that they were taking over for ********, the company that originally installed my system for *** and went out of business.
  He said that *** was switching to ****** Nest devices and they were going to drop support my system and force me to pay for an upgrade to ******.
  He offered to upgrade my system with new features for no charge and they would assume monitoring of my house. This sounded great to me. However, bells started to go off when he scheduled the install in Cohasset within an hour and the upgrade for ******* for Sunday.
  While the installer was here doing the upgrade I started to search for reviews and BBB reports for the company. It appeared to me that 90% of the reviews were very bad. When I asked the tech about the reviews he said that the reviews were for Safe Home Security and that they were **** **** ******, a separate company. I pointed out that the two contracts clearly were with Safe Home Security not ******.
  I had enough and told them I was invoking my right of 3 day rescind to put the system back to the original condition. The Tech informed me that he could put the *** console back together but was not allowed to reprogram it and that I would have to call *** to reprogram it. They said that I would have to pay for it. I do not understand why I have to pay to restore my service when I cancelled on the same day and during the installation.

  Business Response

  Date: 10/15/2025

  To Whom it May Concern:
  
  Safe Home is in receipt of the complaint filed by *** ***** ******.  In his complaint, *** ****** states that in the process of having his system installed by Safe home, he decided to not move forward, and instead cancelled subject to his three day right of rescission.  He explains that the safe home technician told him that Safe Home could not re-connect his previous system with his previous provider.  As such, *** ****** contacted his previous provider and was quoted an amount to have his system reinstalled.
  
  In addressing this complaint, we contacted *** ****** and discussed the situation with him.  We explained that the technician was correct.  While he was able to re-0hang the previous equipment, he did not have the authorization to reprogram the system with *** ******'s previous provider.  However, in discussing this with *** ******, we agreed, as a gesture of good will, to reimburse *** ****** for the amount quoted to him by his previous company.  Safe Home will process this reimbursement, and *** ******'s account with Safe Home remains terminated.  This was all that *** ****** had requested in order to resolve this matter.  However, if he has any additional questions or concerns, he may contact Safe Home at his convenience.
  
  Please let Safe home know if you have any additional questions or concerns.
  
  Best,
  
  Safe Home Security, Inc.

  Customer Answer

  Date: 10/22/2025

  Though a representative has called me and said they will reimburse me for the costs, I have seen no refund.

• Initial Complaint

  Date:09/29/2025

  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.

  Company is saying that my security system agreement automatically renews. I called them and told them to cancel my account and they refused. i received no notice of renewal nor anything signed by me agreeing to automatic renewal. Plus they are trying to double bill me for the same month service.

  Business Response

  Date: 10/10/2025

  In Response to BBB Complaint ID: ********

  AMP Smart is responding to the complaint submitted by ****** ******* regarding his account (Order Number: *******).

  The customer states that he did not agree to automatic renewal and that he received no notice of renewal. He also disputes a billing charge.

  We want to clarify that the 2020 agreement clearly outlines automatic renewal terms:

  Section D of the 2020 agreement shows the automatic renewal terms.

  All charges were applied according to the agreement, and there is no double billing. Each charge reflects the proper billing period under the terms the customer agreed to.

  AMP Smart values our customers and wants to be clear about the agreement terms. The automatic renewal policy has been part of the contract since the original agreement.

  We are happy to provide any additional clarification if needed.

• Initial Complaint

  Date:09/26/2025

  Type:Product 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 am using this business to monitor my home security. For over a month now my security system had not been working. It needs new system battery and one of the bedroom batteries both need to be replaced. They are charging me $46.99/month to monitor my system. I am not getting that service and want one month of that service refunded to me. I want the batteries that are failing to be replaced with new batteries. I have called the company five times over the last three weeks and am getting no where. Can you please get the company to move on this problem? I would appreciate that.
  ******** ****** ###-###-#### *****************

  Business Response

  Date: 10/02/2025

  RE: BBB Complaint ID #******** – ******** ******

  Thank you for the opportunity to respond to Ms. ******’s complaint regarding her security system. We take all customer concerns seriously and have reviewed her account and recent service history.

  Ms. ****** contacted us regarding a system battery replacement and reported that her system had been inoperable. Our records confirm that a replacement battery was ordered and shipped, and a service ticket remains open until the replacement is installed. Our representative also assured Ms. ****** that she would be contacted once the battery arrived to complete the service.

  To address the delay and ensure fairness, a two-month credit in the amount of $93.98 has been applied to Ms. ******’s account. This adjustment covers the period of service interruption, and her account will not be billed again until December 11, 2025. Ms. ****** confirmed her account renewal online and was advised of these credits during her last call with our representative.

  We regret the inconvenience this delay caused and remain committed to resolving the matter fully by completing the installation of the replacement battery. Our team will continue to follow up with Ms. ****** until service is fully restored.

  We believe this resolution – the service credit already issued and the pending installation of the replacement battery – addresses the concerns outlined in her BBB complaint.

  Customer Answer

  Date: 10/02/2025

  
  
  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:09/23/2025

  Type:Customer Service 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 contacted Safe Home Security on September 18, 2025. I spoke with a representative and explained that we have sold our house, we no longer need their security ser vice, and I need to cancel the service effective 10/1/2025. The rep said he did not know how to do a cancellation. He put me on hold a number of times and then told me their "Cancellation Department" needed to call me back.
  By late afternoon on 10/22/2025 I had not received a call. I called again and spoke to a different representative who told me I must be mistaken; their records show that I haven't called them since last January. I explained my previous call, and she seemed to accept what I said. I then told her I needed to cancel our service. She put me on hold, then came back and told me that their "Cancellation Department" needed to call me back.
  I explained to her that I have been told that before and never received a call back. She reiterated that that "department" needed to call me back. She said it would take 24 - 36 hours for that to happen.
  I asked if she could type notes in my account. She said yes. I asked her to type, " I need my account cancelled effective 10/1/2025, and I revoke all permissions for Safe Home Security to take any automated payments out of my bank account."
  
  I feel that telling people that they have to wait for a call from a "Cancellation Department" is a stalling tactic used to prolong financial gain and to inconvenience people to delay any action being taken.

  Business Response

  Date: 09/29/2025

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

  We appreciate the opportunity to respond to *** ******’s concerns.

  After reviewing *** ******'s account and the communications related to his cancellation request, we would like to clarify the following:

  *** ****** first contacted our office on September 18, 2025, to discuss canceling his monitoring service. Our call records and account activity confirm this initial contact. He subsequently called again on September 22, 2025, at which point we officially received and documented his request for cancellation.

  Per the terms of *** ******’s service agreement, which he accepted upon initiation of service, Safe Home Security requires a 60-day notice for cancellation. This policy is clearly outlined in the contract. To fulfill a requested cancellation effective October 1, 2025, notice would have needed to be received by August 1, 2025.

  Because *** ******'s notice was received on September 22, 2025, the account is currently set to remain active until at least November 21, 2025, in accordance with the contractual 60-day notice period.

  We understand *** ******’s frustration with the cancellation process and his experience with our representatives. While we do require our specialized Cancellation Department to finalize terminations to ensure all contractual terms are honored and processed appropriately, we acknowledge that delays or lack of follow-up calls are not ideal. We have documented his concerns internally to help improve future interactions.

  We respectfully ask that *** ****** allow the cancellation process to run its course, as outlined in the terms of his agreement. His account will be canceled on or before November 21, 2025, and no further billing will occur beyond that date.

  We remain committed to resolving this matter professionally and transparently.

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

  Business Response

  Date: 09/29/2025

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

  We appreciate the opportunity to respond to *** ******’s concerns.

  After reviewing *** ******'s account and the communications related to his cancellation request, we would like to clarify the following:

  *** ****** first contacted our office on September 18, 2025, to discuss canceling his monitoring service. Our call records and account activity confirm this initial contact. He subsequently called again on September 22, 2025, at which point we officially received and documented his request for cancellation.

  Per the terms of *** ******’s service agreement, which he accepted upon initiation of service, Safe Home Security requires a 60-day notice for cancellation. This policy is clearly outlined in the contract. To fulfill a requested cancellation effective October 1, 2025, notice would have needed to be received by August 1, 2025.

  Because *** ******'s notice was received on September 22, 2025, the account is currently set to remain active until at least November 21, 2025, in accordance with the contractual 60-day notice period.

  We understand *** ******’s frustration with the cancellation process and his experience with our representatives. While we do require our specialized Cancellation Department to finalize terminations to ensure all contractual terms are honored and processed appropriately, we acknowledge that delays or lack of follow-up calls are not ideal. We have documented his concerns internally to help improve future interactions.

  We respectfully ask that *** ****** allow the cancellation process to run its course, as outlined in the terms of his agreement. His account will be canceled on or before November 21, 2025, and no further billing will occur beyond that date.

  We remain committed to resolving this matter professionally and transparently.

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

  Customer Answer

  Date: 09/29/2025

  
  
  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. Their employees, however, need to be informed, educated, trained, and empowered to effectively communicate with consumers. If that had been done, all of this could have been avoided,  
  
  
  
  Sincerely,
  
  
  
  **** ******

  Customer Answer

  Date: 09/29/2025

  
  
  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. Their employees, however, need to be informed, educated, trained, and empowered to effectively communicate with consumers. If that had been done, all of this could have been avoided,  
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/23/2025

  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.

  My mother, ****** ****** used safe home security to protect her home and she passed away in December of 2023. I have kept the security on the empty house and recently sold the house on August 12th 2025. I called the company on August 2nd to verbally cancel the policy knowing that the house would close within a week and they let me know I would need to request cancellation by email. They also requested a death certificate. I emailed the request and attached a copy of the death certificate on August 13th and have confirmation that it was received. I was billed again for time frame 9/14 through 10/12 and when I called to see why it wasn't canceled, the billing department transferred me to the cancellation Department who told me that the billing department should have taken care of it. No one there seems to want to take care of crediting the bill so I would like some help on getting the two month Bill canceled please. I have told them that I don't intend to pay for 2 months that I didn't have service and hoped you could help change their policy so other people don't run into the same issue if somebody using their security system passes away. Thank you for your attention to this and your help. I look forward to hearing from someone from your office and I have documentation for the emails and phone records for the dates of the phone calls.

  Business Response

  Date: 09/25/2025

  The account has been verified.  The owner is deceased and the home was sold and closed in the month of August.  The account has been cancelled without further obligation.

  Customer Answer

  Date: 09/25/2025

  
  
  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 am sorry I had to involve you but was unable to get it resolved on my own. Thank you very much for your prompt help and getting this solved for me
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:09/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Home
  
  I keep being charged for a contract that I never extended nor have I ever received any communication about it being extended. I was unaware that they are still charging me. I just noticed it by coincidence when checking my credit score.
  I moved out of that house well over 4 years ago. It has been over 10 years since I signed up for a one year contract with Safe Home, so you can imagine the surprise. I do not have an account number or anything as it’s been so long.

  Business Response

  Date: 09/25/2025

  This account was sent to a 3rd party debt collector in April 2024.  The client must resolve any alleged discrepancies with them as Safe Home no longer services this account.

  Customer Answer

  Date: 09/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have never received any communication regarding this. I was not even aware of what was going on as my contract ended and I never extended it. This is the first time I am hearing that it was forwarded to a debt collector.
  
  
  
  Sincerely,
  
  
  
  ******** *** **********

  Business Response

  Date: 10/01/2025

  Contact ********* ******** to resolve we no longer service this account.

• Initial Complaint

  Date:09/22/2025

  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.

  Purchased a home security system Told by rep we could cancel at any time When we tried to cancel we're told we signed a 5 year contract The rep clearly sat in our living room and stressed we could cancel at will That was the crucial selling point for us We were tricked, told our signature merely allowed for installation of equipment.

  Business Response

  Date: 09/29/2025

  BBB Complaint ID: ********

  Response from Safe Home Security

  We appreciate the opportunity to respond to *** ********’s concerns.

  Prior to the installation of the home security system, *** ******** participated in a video-recorded pre-sale survey. During this call, he was asked and confirmed several key details, including:

  The address to be monitored
  His full name, phone number, and email
  That he is the homeowner
  And critically, acknowledgment of the following statement:
  “The initial term of your agreement is the number of months listed below... right?”
  — with 60 months (5 years) being the only option available and selected.

  This video serves as confirmation that the length of the service term was presented clearly and agreed upon before any installation took place.

  Furthermore, *** ******** signed a written agreement confirming the 60-month term. A copy of this video and the signed contract can be provided to *** ******** upon request for his review.

  While we regret any misunderstanding, the agreement was clearly disclosed and acknowledged prior to activation of service. Per the terms of this agreement, the account remains active and *** ******** is responsible for service through July 26, 2028.

  We are happy to discuss this matter further or provide any requested documentation directly to *** ******** for clarity.

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

• Initial Complaint

  Date:09/22/2025

  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 used SHS system for 20 years, The system was connected to a landline phone system. I recently had to change my internet system and get a new modem. I still have a landline phone but it must be connected in a different way because the security system no longer works. SHS can send a technician to change it so it will work at an additional cost to me. I stated that I want to cancel the service. I have made numerous calls and dealt with extremely rude customer service representatives. I have been told I signed a contract, I chose to change the system and cannot cancel. Also told the cancellation department will call and do not get a call back. I had an automatic payment scheduled and have placed a stop payment due to this. I made SHS aware of this. I also contacted them by email and received a message that the ticket was closed with no additional response. I am receiving monthly bills by mail. I do not want to pay an additional amount to have this work. I did request a copy of the contract and it was sent to me. It states a monthly fee. To fix this issue I will need to pay a lump sum or increase the monthly fee. I just want to cancel the service due to the fact it is not working and I do not want to pay any additional fees.

  Business Response

  Date: 10/01/2025

  Safe Home Security, Inc. appreciates the opportunity to respond to the complaint submitted by *** ****** ******.

  We have reviewed the account and noted that *** ****** has been a long-time customer. The issue with her system functionality stems from changes she made to her landline phone service. Because the security system was originally installed to operate using a traditional landline, these modifications impacted the system’s ability to function properly.

  We understand *** ******** concerns and regret any frustration she has experienced. In light of her situation and to assist in resolving this matter, Safe Home Security is offering to provide both a new control panel and cellular backup unit at a cost of $10 added into her monthly rate, contingent upon her entering into a new 60-month agreement. This upgrade will allow the system to work reliably without dependence on landline service.

  We kindly ask that *** ****** contact Teri N**** at ###-###-#### directly to discuss this resolution and finalize next steps.

  Safe Home Security values our customers and remains committed to providing quality service and support. We believe the above resolution fairly addresses the concern while ensuring continued protection of *** ******** home.

  Customer Answer

  Date: 10/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  I do not want to add any additional cost to the service. I also absolutely will not enter into a new long term contract with this company.I simply want to cancel the service regardless of the current contract due to the fact it no longer functions and will only function if I pay more and agree to a new contract.
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/10/2025

  Safe Home Security, Inc. has reviewed *** ****** ******’s response. We acknowledge her desire to cancel service; however, there is a valid service agreement on file through February 14, 2027. In accordance with the terms of this agreement, an early termination fee applies if the account is canceled before the end of the contract.

  We remain committed to assisting *** ****** in resolving this matter and ask that she contact Teri N**** directly at ###-###-#### to discuss this resolution and finalize next steps.

  Safe Home Security values our customers and aims to provide fair and consistent service while adhering to contractual obligations.

• Initial Complaint

  Date:09/17/2025

  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.

  On 5/2/2025 I was given a quote by Safe Home Security on how much it would cost to purchased new (wired) security equipment to be install in and around my home (I paid in full). On 6/10/25, the installer came to my home with new equipment, but it was the wrong equipment (wireless). The installer could only install a wireless camara on my deck and then he left my home, and he did not take the equipment with him. The company did not get back with me about the installation and with correct equipment. I had to reach out to the co. to explain what had happened and the company stated that the wired equipment was more money. I ask for my money back for the incorrect equipment and it was stated (the equipment is now mine and I cannot get a refund). I refused to pay more money when they had given me a quote of a lower price, and I had paid that price in full. I have been a loyal customer since 2017. I have always paid on time. I no longer want their services due the disrespect and being dishonest. I wanted to get out of my contract, and they refused unless I pay remaining 50 months. I do not understand, how this started as an issue that Safe Home should have resolved. So, now, I have equipment I cannot use. My previous monthly bills $45.00 and now they are billing me $74.99 monthly for upgraded service that I don't have. I sign the contract on 5/2/25 and the installment was on 6/23/25. This happened 31 days later, passed the 3 days given to me to cancel the contract. At this point in time, I do not want any part of this company. They were unable to work with me to resolve these issues.

  Business Response

  Date: 09/20/2025

  *** *** ********* ** ******** * ****** ****
  
  Safe Home Security has reviewed the complaint submitted by *** ****. We regret the confusion and frustration she experienced during this process.
  
  Our records indicate that *** **** has been a customer with Safe Home since 2017 under an active agreement signed in February 2024. Per the terms of that agreement, her account is billed quarterly at the rate of $55.99 per month. The later agreement signed on May 2, 2025 was voided due to the fact that the cameras were not installed.
  
  The issue arose because a representative mistakenly collected payment for wireless cameras, when *** **** had originally requested wired *** cameras. We acknowledge that this error caused confusion and disappointment. Multiple attempts were made by our representative, Milana B*****, to reach *** **** and offer a resolution, including a credit and a discounted offer on the correct wired equipment.
  
  At this time, we remain committed to resolving this matter fairly. Safe Home is willing to issue a full refund for the $530.00 payment made for the wireless **** cameras. Alternatively, if *** **** wishes to proceed with the wired *** cameras, she may contact Milana B***** directly at ###-###-####, extension ****, to arrange for installation at the correct pricing.
  
  We hope this resolution demonstrates our good faith effort to address her concerns.

  Customer Answer

  Date: 09/29/2025

  
  
  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,
  
  
  
  ****** ****