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:04/08/2024

  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.

  This company refuse to cancel this service and continue to bill me. This company refuse to provide me with a copy of the original contract as they are claiming a month to month agreement beyond the expiration of the contract which ended in 2019. Reached out serval time by phone and in writing asking the service is cancelled since 2018.I was injured in Aug of 2018 and couldn't not work and I have reached out several times trying to get them to cancel this service.I have talked to there legal department multiple times and nothing is resolved. They promised to send me the contract 3 times,but never did. This is not right and I need this issue resolved immediately. This has to be against the law as they are taking advantage of consumers.

  Business Response

  Date: 04/25/2024

  Complaint #********
  
  In response to account  ******, This customer has been
  in contract and never followed protocol to cancel the services by submitting a
  written cancellation request.
  
  We are not adverse to working with the client in resolving
  this matter.  The client will be held to the original agreement and please
  look at the attached agreement that is being provided at the customers’
  request.  
  
  52 payments were made and there are remaining 14 payments
  left on the original agreement that need to be satisfied. As a courtesy I
  waived all late fees and payments that rolled.
  
  Please remit 699.86 to close out this account in full. 
  You can reach me at the information provided below.
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

• Initial Complaint

  Date:04/08/2024

  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.

  This company has been charging us for the past 4.5 years after we canceled with them for not being able to provide services in our area. I contacted them and they just said that if I signed a new contract with them they would cut what I owe in half. I tried to rectify this issue with them but they refuse to do anything about it. I would never do business with them again because they don't take care of their obligations.

  Business Response

  Date: 04/11/2024

  BBB Complaint # ******** In
  response to the clients grievances we are not adverse to working with client. I
  would like to come to an agreement to get this matter resolved as quickly as
  possible. please reach out to ******************* or call ###-###-####. I am the director of sales and service.
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************
  ****************************************
  ***************************

  Business Response

  Date: 04/11/2024

  BBB Complaint # ******** In
  response to the clients grievances we are not adverse to working with client. I
  would like to come to an agreement to get this matter resolved as quickly as
  possible. please reach out to ******************* or call ###-###-####. I am the director of sales and service.
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************
  ****************************************
  ***************************

• Initial Complaint

  Date:04/04/2024

  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.

  SHS took over the home security contract from **** ******* **** ********, I never signed a contract with SHS but continued to be charged for multiple months. This has now been reported to credit agencies when the service was never provided or signed up. I don’t have a signed contract with SHS , during the take over I had denied service from SHS.

  Business Response

  Date: 04/05/2024

  Clients were sent a letter in March 2022 informing them of the acquisition.  The contract with TBI was fully assumable.  Safe Home made collection calls, sent letters, and gave the clients every opportunity to honor the agreements.  The reporting reflects accurate payment history on this account.

• Initial Complaint

  Date:04/03/2024

  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.

  No service provided but continue to charge us and refused to terminate contract for over three years. Our account number is ******.

  Business Response

  Date: 04/05/2024

  Dear owner or decision for ***** **** *** ***, We have received your BBB complaint ID ******** regarding the functionality of your alarm system and your desire to cancel the service. We understand your concerns and would like to address them promptly. Upon reviewing your case, it has come to our attention that your system requires a cell card upgrade for it to communicate effectively with our monitoring station. This upgrade became necessary due to the sunset of all 3G cell towers, effective January 2023. We have communicated this requirement to you on three separate occasions: in April 2020, June 2021, and February 2022. Unfortunately, despite our efforts to reach out to you and provide solutions, we have not been able to connect with you to discuss the matter further. However, we are committed to resolving this issue and ensuring your satisfaction. To facilitate a resolution, I am assigning this matter to our Senior Account Executive, Teri N****. Teri will reach out to you promptly to discuss the available options and find a solution that meets your needs. Thank you for bringing this matter to our attention, and we appreciate your patience and cooperation as we work towards resolving it. Sincerely, Princess B***, Manager, Retention

  Customer Answer

  Date: 04/13/2024

  Teri N**** from the Trusted Security Advisor called 4/12/2024 (Friday) to confirm that the contract and services are now terminated there is no outstanding due. We are still awaiting for a confirmation letter from them. I appreciate Teri's professional approach in dealing with our complaints. She understood our frustrations and how we were unfairly treated and threatened by the billing and support departments.  Thank you BBB for helping us in getting their attention. As well as our thanks to Teri.

  All the best,

  ***** ****

• Initial Complaint

  Date:04/03/2024

  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.

  November 29, 2023 Joseph B*** showed up at my home & presented Identification showing he worked for Safe Home Security. He advised me this company was taking over ********** ****** security customers. He said ****** was absolutely not going out of business but were no longer serving ********** residents.
  He stated he was here to install replacement motherboard & would help me on changing information to Safe Home Security. He has a technician waiting & would arrive shortly as we completed paperwork.
  I told him I had very recently made changes to my ****** contract & they hadn't mentioned any upcoming change. He said that was fine & I would need to contact ****** but they needed to complete the changes regardless. Several days after the new equipments installed ****** contacted me, upset & said they'd not authorized Safe Home to contact their customers & they were doing so fraudulently. I contacted Safe Home immediately, sent them a blistering email & demanded they return, disconnect their equipment & to not take payments from my bank as I had authorized. Safe Home would not even discuss of acknowledge the fraudulently manner in which they convinced me & my neighbors to swap security services with them, simply telling me I signed a contract with them. They refuse to budge & have been taking automatic payments from my bank account every since. At one point they offered to buy out ****** contract which is thru November 2024. I declined because I want nothing to do with Safe Home & their tactics. I did tell them I am reporting them to BBB. My big brother passed away shortly thereafter & I was wrapped up in that & put off filing against them. I am paying both them & ****** whom I trust & am continuing them as monitors for my home. Safe Home is charging a very low introductory fee ($5.95 per month) and after 6 months it costs around $59. monthly. I take issue with the manner in which they convinced me they were procuring existing ****** customers. Help!!

  Business Response

  Date: 04/23/2024

  ********* ** *****
  ********** ************ ***** ****
  **** ****** ******* ********
  **** *** *****
  My name is Caden, and I am the Customer Experience Manager for Safe Home Security. On behalf of Safe Home,
  I would like to express my gratitude to your office for allowing us to review and respond to the above-referenced
  complaint. I will now present our company's position in the ensuing paragraphs of this response.
  We have carefully reviewed the complainant's account history with our office in order to prepare our response to
  this complaint. When the complainant signed her agreement with our company, she participated in a Video and
  audio "Pre-call" and “Post-survey”, which is a recorded video survey where customers are asked a series of
  questions designed to ensure their understanding of their rights and obligations under their agreement. This survey
  is mandatory for all customers to participate in and pass before the physical installation of their systems takes place
  and covers topics such as the terms of their agreement, financial obligations, and the need for a lack of a relationship
  between Safe Home Security and their previous security provider. It is concerning to hear that the complainant has
  a different understanding of her transaction with our company. To prevent such situations, we have a proactive
  approach in place which includes the aforementioned pre-installation and post-installation surveys, both of which
  are recorded.
  To address this complaint, I have reviewed the content of the complainant's pre- and post-installation surveys to
  determine if the matters in dispute were clearly explained. The issues in question include the complainant's claim
  that the Safe Home Security representative had mislead her by stating that her previous alarm provider which is
  ****** would no longer be able to provide the alarm security services for her. The complainant maintains that as a
  result, that she was misled into signing a new agreement with Safe Home. We respectfully believe that these issues
  were addressed in the above-described surveys. I have inserted below some of the questions and responses related
  to this topic below:
  We wanted to initially acknowledge to your office that during the survey, our representative did speak during the
  survey exclusively to provide clarification and to respond to questions from the complainant. We have excerpted
  some of the pertinent survey questions and responses below:
  Question - “Do you understand that the initial term of your agreement is the number of months listed below?
  66
  Answer – The complainant Responded “Yes”

  Question - “The monthly monitoring rate is the amount listed, correct?”
  $53.99
  Answer – The complainant Responded “Yes”
  Question – “Are you aware you can cancel the agreement for any reason within 3 days?”
  Answer – The complainant Responded “Yes”
  Question – “Your first payment shown below is due at the time of installation, understood?”
  $53.99
  Answer – The complainant responded, “Yes”
  Question – “During the deferred period, you’ll pay the discounted rate of $4.99 per month. Got it?”
  Answer – The complainant responded, “Yes”
  Question – “Did your representative make any promises not on your agreement or during this survey,
  like your financial responsibilities, the term, or the equipment you’re getting?”
  Answer – The complainant Responded “No”
  Question – “Do you have an alarm system installed in your home?”
  Answer – The complainant Responded “Yes”
  Question – “Is you currently using your alarm for anything, like monitoring your home or automation
  services?”
  Answer – The complainant Responded “Yes”
  Question – What is the Name of your previous alarm company?
  Answer – The complainant Responded “******”
  Question – “For the next questions. I will call your previous alarm company “other.” You understand that
  your other alarm company is in not affiliated with, partnering with, merging with, being purchased by, or
  taken over by, nor is a sister company of Safe Home Security, right?”
  Answer – The complainant Responded “Yes”
  Question – “Do you understand that the deferred months provided by your representative are to assist you
  financially with you transition from your other alarm company to Safe Home Security, right?”
  Answer – The complainant Responded “Yes”
  Question – “Safe Home and its representatives can’t cancel your alarm agreement with your other alarm
  company. If you want to cancel, It’s your responsibility, right?”

  Question – “Did anyone from Safe Home Security say that your other alarm company is going out of
  business or can’t continue to provide service?”
  Answer – The complainant Responded “No”
  Question – “Did anyone from Safe Home Security say they are affiliated to the other alarm company in any
  way?”
  Answer – The complainant Responded “No”
  Question – “What was the main reason you decided to switch alarm companies?”
  Answer – The complainant Responded “Upgrade”
  As you can see from the above excerpted survey questions and responses, it was clarified with the complainant
  that Safe Home Security is not affiliated with her previous alarm security provider. The complainant evidenced her
  understanding of this statement. The survey questions also stated that Safe Home was not taking over her previous
  alarm security service provider. As such, we respectfully believe that the survey addressed this issue. For these
  reasons, we are not willing to prematurely cancel the complainant’s agreement with no further monetary obligation.
  In addition, as mentioned above we also performed a post-installation survey. During the post-installation survey,
  our office confirms with the customer that the customer has signed all paperwork that was presented to them at
  the time of sale and the time of installation.
  In conclusion, our commitment at Safe Home Security is to provide the best possible customer experience.
  Through the use of our pre-installation and post-installation surveys, we make every effort to ensure our
  customers fully understand the terms and conditions of their agreement with us. The emphasis in this text
  is solely to reinforce the importance of this process. We aim not only to meet, but exceed industry
  standards in customer communication and understanding. It is always an option for our customers to ask
  questions and raise concerns during these surveys with their representative. Thank you for taking the time
  to review our response.
  We appreciate the Complainant's concerns regarding the receipt of bills from two different alarm security companies
  and we are certainly willing to look into assisting the Complainant with this particular concern. To assist the
  Complainant, we require certain documentation to proceed. Specifically, we request an official copy of the
  complainant’s final bill from the other alarm company indicating the total amount owed and a copy of the
  Complainant's agreement with the other alarm security company. Upon receipt of this documentation, we
  will review it and determine whether we will be able to assist the complainant with this concern.
  Please note that according to the agreement, the Complainant had three days to cancel the agreement for any
  reason or for no reason at all. However, the request to cancel was made after the expiration of these three days.
  As a result, we are not willing to agree to cancel the agreement without further monetary obligations at this time

  However, we can offer the following alternatives: 

  1. The Complainant may continue with her service for the remaining agreement term.
  2. The Complainant may transfer the alarm system and service to another party; upon receipt of a newly
  signed agreement, Safe Home Security will release the Complainant from their obligations; or
  3. The Complainant may pay 90% of the remaining balance of their contract, and upon receipt of payment,
  the Complainant's obligations under the agreement will be fulfilled.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Caden E.
  Customer Expectation Manager

   

   

  Customer Answer

  Date: 04/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I stand behind my original statement. Your people targeted ****** customers & falsely stated you were replacing current ****** customers in **********. How can I prove that? You began video statements after; your people said that upfront, otherwise I wouldn't let them inside my home. I want nothing from you except to get out of this fraud of a contract.  You look good one paper, and win or lose, you know what's your people did & clearly that is how you all operate.  BBB, Please don't be fooled. Thanks regardless.

  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 04/30/2024

  Please close this complaint, as there is nothing to respond to. We have nothing further to add or offer 

• Initial Complaint

  Date:04/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Home Security did not install the full equipment they sold me and were charging me a monthly fee for. When I saw that they were not delivering the equipment I asked them to end the contract and service. They have refused and have harassed me over the years about payment for a service they provided for a few months. If they had delivered all of the equipment they charged me for i would not have canceled the service. They are unfair and unjust and continued to harass me even while going through cancer treatment. I need them to stop contacting me and need them to work thorugh a solution to resolve this account. If they did not deliver on their service, they should not be allowed to ask me for payment for a five year contract for services that lasted me a few months.

  Business Response

  Date: 04/01/2024

  The customer was in a primary agreement, the equipment was installed at no cost with the understanding the terms of the agreement would be paid in full to cover the cost and installation. The customer has paid the balance of the terms owed. the account has been cancelled with no further obligation on either side 

  Customer Answer

  Date: 04/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the company agreed to send me a paid in full letter which I have not received. The letter was going to be sent to ********************** so I had record that they would never contact me again. As noted, they sent a technician who did not install all of the equipment ordered but still proceeded to charge me. I made payment so they could close this account and never contact me again. Please have them send me a paid in full letter to my home address or via email.

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

  Business Response

  Date: 04/04/2024

  Please keep this correspondence as your proof the obligation has been cancelled without further obligation.

• Initial Complaint

  Date:03/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company installed a box in my elderly parents garage and claim it is a security system. A technician they sent out recently confirmed that it can not operate in the location it is installed. Further, it does not monitor anything--no doors, windows, nothing. The company met with my elderly father who is under POA several years ago and got him to agree and sign an initial contract for work that included his savings account number. The work was never completed but they claim the contract was completed as evidenced by a recorded telephone call confirming installation. My mother had no idea this money was being taken from her account. She did talk to one person during the install that told her it was part of her phone system with ******* ****. She also then cancelled ******* **** over 18 months ago and assumed this box in the garage did nothing. When we discovered the charges we contacted Safe Home who demanded over $3,000 to "cancel" the contract. My parents have literally never received any "security" of any kind. There is literally a box in the garage on the wall that does nothing. We had to put a stop payment on their saving account to stop the auto withdrawals. We have demanded a full refund and they have refused and claim to have a valid contract that cannot be cancelled.

  Business Response

  Date: 03/26/2024

  We are unable to locate the account with the information provided 

• Initial Complaint

  Date:03/20/2024

  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 signed a 3- year contract for security services in 2019. During that time-frame we had numerous glitches with the security system, however our representative (Scott Z) resolved them in a timely manner. Due to a change in my health, I sent a cancelation of service letter to Safe Home Security on Aug. 4th 2022 ending the contract that extended to Oct. 2022 due to no longer wishing to have a security system at all.
  The invoices kept coming and our system continued to partially operate. (Understandable as our contract went until October). In early October 2022 we had another glitch, I contacted my rep (Scott) but got no answer nor return call? I called the phone # on my Invoice for Safe Home Security to let them know that our system was not working properly . They said they would send a tech to fix it. (Never came)
  Safe Home Security Inc. continued to deduct the monthly premiums until 11/29/22 when we finally had to block them from our checking account. We made it clear with the cancelation letter Aug. 4th 2022 we no longer needed their services after October 22’.
  (Still being invoiced) Again on 1/5/2023 I called Safe Home Security Inc. to gain let them know our system was not operating properly and that we have cancelled services with them. They said they would send a tech to resolve the problem. Never heard from them?
  Now SHS tells me I signed another contract for 5 years back on 11/29/2021??? I don’t remember doing that? If I would have signed this contract as they said I did, that now extends out to 2026’ where’s my service, and why is my system still not working, I’m still being billed? The Accounts Manager (Craig) says they will not service an account that is past due.
  I have spoken to the Accounts Manager at SHS numerous times in the past couple of weeks to try and at least figure out a solution, however this man is aggressive, rude, and talks over the top of you at every sentence. (Not a solution) Craig J. Is there a service tech in *********?

  Business Response

  Date: 03/26/2024

  I spoke with the client and offered him a buyout of $2000.  We agreed to make a decision by 3/31 and our call ended amicably.  

• Initial Complaint

  Date:03/20/2024

  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.

  I have signed a contract with Safe Home Security. My doorbell is not working now since they installed their equipment. It has the camera that is not working now either. I have asked them to come and fix it. It has been two months. They scheduled several days for them to come fix it, but they had to canceled it each time. The doorbell was working before they installed their equipment.

  Business Response

  Date: 04/22/2024

  In Response to BBB id ********: Upon review of the account for Ms. ******* **************, records indicate that a technician from the sales office went to the location and restored the camera. Should the client have further questions, please contact us at ###-###-####. 

• Initial Complaint

  Date:03/13/2024

  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 have repeated tried to cancel this contract for the last 3 years! This company tried to upgrade my service by deception as well. I received a call from the company stating I needed to upgrade my equipment to 5G. I asked the gentleman if there is no money out of pocket what will happen to my nonexistent contract? Is there going to be 3 more years added to a contract? He replied yes! He would not have told me this had I not asked. I have contacted them in writing and my contract was still not canceled! If this company needs to deceuve people to do business, I have no ideal how they sleep at night! I have no contract with this company and have not signed any upgrades or an extended contract!!!! I want out!!!!!

  Business Response

  Date: 03/20/2024

  We have left messages for the complainant.  She has 3 options.  The first is that she can pay for the radio upgrade itself for $199 and not have to extend the contractual obligation.  The second option is that she resign for 3 years and will provide the upgrade at no cost.  The last option is to pay the remainder owed on the agreement.