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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  37 N Blossom St E Providence, RI 02914-2728

• 

  Safe Home Security, Inc.

  3630 SE 85th St Berryton, KS 66409-9557

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security

  2969 Irving St Riverside, CA 92504-4268

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:03/08/2024

  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.

  I called to cancel in October and was told to email a cancellation. I emailed SHS on October 2023 to ask to be cancelled. I called again and then re-emailed in December. I kept getting a bill. So I called in January and was told they never got the emails. I emailed the copies of the previous emails and was told that it was handled. I received an email from the customer resolutions saying that the account would be cancelled and I shouldn’t worry about any bills because the system has to catch up. After a month, I noticed SHS reported my account to the credit bureaus. So I called them and I was greeted by a very unfriendly person in their collections department. He told me I’d have to pay the $86 and there’s nothing he could do to help. I was rightfully upset and told him that I had contacted them three times. He told me that I had to once again contact customer resolutions and he became upset when I expressed my anger about being charged and having to go through this to cancel, and he told me he would end the call. So I contacted customer resolutions again. They finally closed my account and removed the charge. The entire experience was hell. Why? Because I tried many times to cancel a service that I didn’t want and when it wasn’t cancelled properly by SHS, they reported me to the credit bureau and I’m still waiting for them to fix that. This is a horrible way to handle customer’s cancellation. It makes cancelling nearly impossible without going through a long process.

  Business Response

  Date: 03/14/2024

  The account has been cancelled, per the customers request, with no further financial obligation. Please be aware the monitoring of the security system has been suspended

  Customer Answer

  Date: 03/14/2024

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

  While the situation for myself has been resolved, how will the business ensure that their collections personnel handle situations like mine better in the future? And how will the business ensure that other customers don’t have to go through what I had to just to cancel a service that the customer no longer wants? 

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

• Initial Complaint

  Date:03/07/2024

  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 sold my grandmother a security system with a 5-year contract. The problem is that my grandma was diagnosed as having dementia within weeks of having it installed (which means she had issues with memory well before that). I contacted the company as I'm helping to take on some of her responsibilities and asked if they could close the account out. They asked for 90% of $3500 contract. This is ridiculous because she doesn't know who the company is and can't run the system. She has had overdraft fees and has been hurt by this constant charge.
  
  I get it, the guy didn't know she suffered from memory issues when he sold it to her. However, per her notes, she attempted to close the account within the three days allowed on the contract, but the tech that installed it never returned her calls. Her notes also state that she was told it would be $5 monthly, not $65. I am livid to think that she may have been mislead. Of course, she doesn't even remember taking the notes.
  
  I called/emailed the company for nearly two weeks, and they kept asking for documentation while charging away. I sent documents that showed her being treated for dementia. They then asked for the initial diagnosis paperwork, never mind that what I sent them showed her as having it and being on medication specific to dementia treatment.
  
  Their VP Doug H********, reached out to tell me that because my mother, who resides with my grandma in an apartment separate from the house, was on video (that they weren't aware of) assisting my grandmother in speaking in the video, they wouldn't stop the charges, even though my grandmother was the only signer on the contract. I have had to take over her financials as my mom struggles mentally as well. This isn't about buyer's remorse. it is that my grandma was not of sound mind when signing, would trigger the security system, can't use it, and can't afford the $3500. This all would fall to me as her grandson. I can provide the documentation but won't here.

  Business Response

  Date: 03/07/2024

  I spoke with ***** and provided him options over the phone.  Our position will not change.  He can reach out directly to me if there is additional documentation I should review.

  Customer Answer

  Date: 03/14/2024

  I never received notification of the message. In my email, I have two messages. One from when I placed the complaint and one for closure. I do not accept the response by the business. 

  Customer Answer

  Date: 03/14/2024

  Apologies for the additional message but hit send too quickly. He is asking for documentation, when I have already provided documentation to him regarding my grandmas diagnosis and she is the one who signed the contract. He also states he has a video of her saying she liked the system that she didn't know what it was a week or two later and will not provide this. The other option he suggests is paying 75% of $3500 dollars, which will hurt my grandma even more financially than the overdrafts. 

• Initial Complaint

  Date:03/05/2024

  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 5 year contract with alarm.com services by Safe Home Security back in 2021 or 2022. In January of 2023 we moved houses so we paid for Safe Home Security to remove our system so we could use it in the new house. In March or 2023 we had them install the system in our new home. At this time without us knowing it they canceled our account at our new home and left it at our old home. We continued to pay our bill every month not knowing about this mistake. In January or 2024 we found out we were being moved again with my husband’s job. I called to have the system removed at our house before we put it up for sale. Originally I was told I didn’t have an account and when I said that doesn’t make sense because we’ve been paying every month they realized they had made a mistake with our account. We were told they would fix the problem and call back the next day. For the next month we called 1-2 times per week to find out if the problem was fixed so we could get the system removed. During this time we didn’t receive any calls back and no progress was made on our account. I called again on February 28th to hopefully get the problem solved as our house is now under contract. I had to call at least 6 times and send 2 emails. I finally asked to be let out of our contract and they said they would do that due to all their mistakes. I was then called today and told they would probably not let us out of the contract and would instead just fix the problem with the account. This isn’t acceptable and we feel they have been stealing from us for the past year.

  Business Response

  Date: 03/15/2024

  
  Regarding BBB ID ******** submitted by ****** ****:
  
  After careful consideration of Ms. ****'s Complaint and a comprehensive review of her account, Safe Home Security has duly processed the cancellation request for her account as per her request. Additionally, we have initiated the necessary steps to facilitate a refund for the system move fee that was previously paid by the client. Along with a refund for payments made after January 1, 2023
  
  To ensure transparent communication and provide Ms. **** with updates regarding the status of her account, Account Manager, Ms. Dawn D*****, will be reaching out to her directly.
  
  We kindly request that this complaint be marked as resolved, reflecting our commitment to addressing customer concerns promptly and effectively.
  
  Thank you for your attention to this matter.

• Initial Complaint

  Date:02/26/2024

  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.

  The contract is for 60 months. The security system was already installed by previous owners and we were charged for installation of thr already placed cameras. There is a camera in the middle of our living room that we don't want there. The company refused to move it. The contract shows fraudulent charges based on equipment already being there for years and not being placed by us. We were misled by the contract not being told we were locked in. We just moved in and needed access to our house. They preyed on us not telling us everything about the contract and on the contract itself, they have not fulfilled their end of the contract which is a breach in itself. They are constantly harassing me and I feel unsafe having these already placed cameras in areas we frequent in the house. It's an invasion of privacy on our end and they refused to fix this problem when we first moved in. I feel like they have been predatory towards me and my house.

  Business Response

  Date: 03/05/2024

  One of our representatives will be reaching out.  We are willing to provide a free service call to look at your cameras.  We have no ability to view these so cameras within your home are only privy to your own views.  We may be able to relocate the cameras but the indoor cameras are strictly indoor so relocation would be restricted to within the home.

• Initial Complaint

  Date:02/20/2024

  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.

  Calling of my job. The threats to pay or they would take legal actions. The unbelievable serive charges on a system I know nothing about. I never seen nothing like this my credit drop 85 points because of this alarm system on a house that I don't even live in. This company is a rip of they are out to rob people for their money.

  Business Response

  Date: 02/20/2024

  Need more information to locate this client.  What's the address ?  What is the account number ?  

• Initial Complaint

  Date:02/15/2024

  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 bought a house that already had Safe Home Security installed. Even though I had doubts, I gave in since the sale representative kept contacting me and ended up signing up.
  
  Within days of signing their alleged contract, I discovered my entire house was protected by only three sensors, leaving all the windows and other doors uncovered.
  
  Upon expressing my concern to the sales representative, she attempted to extend the contract to five years and urged me to spend more on additional sensors. Rejecting this proposal, I insisted on canceling due to the insufficient coverage, only to encounter unprofessionalism when a manager, who identified herself as "Princess B***," claimed they couldn't spend 25 minutes on the phone with me.
  
  Following their instruction, I emailed ********************** to cancel. However, despite my efforts, another representative called, pressuring me not to cancel. After my insistence, she verbally assured cancellation, and additionally, I received an email stating that they were going to start the buyout process. To my dismay, later, I received another email stating my buyout request was denied because I was in my first term.
  
  This deceptive practice, seemingly designed to complicate cancellations, is appalling. Nowhere in their contract does it explicitly state that cancellation is prohibited within the initial term. This experience with Safe Home Security is undoubtedly the worst encounter I've had with any company. Such practices cannot be legal, and it is unacceptable to manipulate the cancellation process.
  
  I am frustrated, dissatisfied, and adamant about canceling my subscription. This company's actions reek of a scam.

  Business Response

  Date: 02/20/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. The client outlines in her complaint that she moved into a home already secured by SHS and decided to assume the alarm service. The client performed the reactivation of the alarm system via the telephone with our home office tech support staff. At no time during the reactivation of the service did the client ask for any additional protection or express any dissatisfaction with the alarm set up as it was. The client calls in over 30 days after her signing on for our service and informs 2 separate representatives of our company that her parents had a larger set up installed with ****** for a lesser price per month. In an effort to resolve the clients issue I approved the client being provide 2 sensors for her windows free and the other 4 sensors be built into her monthly monitoring rate for $8.00 more than what she contracted for. The client declined this offer and expressed to me that her right as a consumer is to cancel due to not being satisfied with the set up. The contract allows for a 3 day right to rescind. Again, the client brought her grievances with our service and set up to our attention 46 days after her signing. Should the client want to move forward with the above proposed option, Alexis B****** is available to assist her with her new sensor installation at extension ****. Should the client chose to move forward with the cancellation she has a responsibility to the service of 100% which is, $2151.43 to close. We look forward to the clients response.

• Initial Complaint

  Date:02/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January of 2023 are safe security system got fried by a power surge. We called the company they were going to fix it. We have made over 12 different phone calls to them to get the system fixed or to cancel our system. We are paying $55 a month. We've been paying for the past 14 months. With absolute no service they've called us back. Maybe 3 times they were supposed to send out a Tech to fix it no. Tech showed up. We have exhausted our efforts on trying to fix this. We have been told we cannot get out of contract unless we pay the fee. I feel we have paid $770 on a system that not only is not working at all it also didn't work when we got robbed. So we should be able to get out of the contract and get back pay for all we have paid for this non working system. Please help.

  Business Response

  Date: 02/27/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel due to lack of technician coverage in their area. We are granting the clients request to terminate the account. This was confirmed with the client on February 21st, 2024. Please close this complaint as resolved

• Initial Complaint

  Date:02/09/2024

  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.

  Renewed agreement with Safe Home Security for our stand alone office building that we were tenants leasing in Dec 2022
  Our offices moved in December of 2023, no longer needing services as we moved to a corporate building where security alarm systems are already in place and services cannot continue at new business location
  I contacted Safe Home Security twice to cancel agreement - they ignored me for two months so I had to call their offices and they advised I am locked in contract for 60 months based on agreement
  I advised circumstances and also told them they never provided me with mandated right to cancel disclosure form at time of contract (Section 1689.7 of the civil code ** law consumer rights) therefore it is entirely null and void
  I then received a call from a manager and she berated me and told me to be accountable and when I presented that I was open to an early termination she told me no and I had to continue to be billed for next 4 years for services that will not be rendered since I am no longer at said location according to contract
  Then I received an early termination buyout in an email
  Absolute WORSE experience I have ever had with a company as a consumer
  I want the agreement null and void according to ** law

  Business Response

  Date: 02/23/2024

  In response to BBB complaint ID ******, Safe Home Security is in receipt of the clients complaint and request to cancel. My name is Princess B*** and I am a Retention Manager for the company. I spoke with the client at length on February 8th and explained to the client that she has an obligation to the service because she defaulted on payments in 2021 in middle of a 5 year obligation. The customer has an amnesty program that allows for clients with 12 months or more past due balance to reset the balance with a 50% payment and a restart of the original obligation. In this clients case she agreed to pay $750.00 and renew her service for the same 5 year term signed in 2019 at the same price( $54.99 ). Being that the clients remaining $750.00 past due was rolled into the agreement signed December 20th of 2022 (expiring December of 2027) the client is not able to cancel at this time, penalty free. Her settlement at this time is $2529.54. This figure would have to be paid in full in order for the account to be closed. We look forward to the clients response.

• Initial Complaint

  Date:02/09/2024

  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.

  August 2019, I called Safe Home Security to terminate my services on two accounts I had security monitoring services with them. They advised me to send sometime in writing to request the termination. They provided me with an email of ************************************, I sent an email (in writing) requesting they terminate the services on 8/12/2019, 12:51pm. See the attached image as proof of the email. They are still billing me for the services after 5 years and continue to charge me as if I still have monitoring services with them. The balance today (2/8/24) is $3,075.53. I do not owe them. I'm being charged for services I terminated in 2019. I've called and emailed attempting to resolve this issue the account resolution rep, Barbara S****. She failed to reply to my email and withheld information from me that would help resolve the issue. She was rude to me and trying to pressure me to start up with the services again as a way to reduce the charges. She degraded me by stating this was my fault because I didn't pay my bill. I did in fact pay the bill when I had the services. I asked to speak with the account resolutions mgr over her. I was connected to Rakem who told me that because I didn't send in a written notice they will not stop the services until I do. But I did send in the notice. I couldn't recall or find the notice while talking with him on the phone. But I have located the written notice in my email. He also told me that he would only remove half of the charges only if I signed back up with their services. I refuse to do so and asked him for a copy of my contract which I have not received yet as of today. I asked for this on Monday, 2/5/24. I do not owe the charges they are accusing me of. Please help me with this matter because I don't know what to do and I feel emotionally overwhelmed and stressed about them putting these charges on me that I do not owe. I'm asking they remove these charges and close all accounts as they should have in August 2019.

  Business Response

  Date: 02/20/2024

  ID: *********
  
  In response to this complaint from **** **** I reviewed the account thoroughly and show no evidence of a cancel letter ever being sent.  In our policy it’s mandatory for all cancel request to be made in writing either by mail or email. This is for the safety of the customer as well as the company. 
  This account is severely past due and our Resolutions department offered an amnesty program or fresh start program to allow the customer to be able to pay a fraction of what's owed based on the severe delinquency of the account. We also stated that she can buy out of her agreement for 90%. 
  
  In reviewing the account another agreement was signed in 2020 by the customer and a payment was never made. The customer requested a price decrease and it was given. Customer never complied with the payment arrangements and defaulted. 
  It is our stance that this debt is owed and the balance is due. 
  
  If there are any questions Mrs. **** can feel free to reach out to me at ###-###-####. Jevaun P******** 
  
  I’ll be happy to assist Mrs. **** in resolving this matter. 
  
  Jevaun P******* 
  Director of Sales and Service
  Safe Home Security
  **** ****** *** ********** ** *****
  ************ **** *****
  
  

• Initial Complaint

  Date:02/07/2024

  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 have contacted safe home security three times in the past 12 months to cancel our contract that should have ended in January 2024. In September we contacted them they said we. Kyle cancel In January 2024. They said nothing about written letter needing to be 60 days in advance to cancel. Do we called again in January 2024 to cancel and they now say we owe for another year until January 2025. I will guarantee that even though this employee I spoke with today says they have now received our cancelation letter that in next January they’ll say they didn’t. I’m speaking with three different employees we’ve gotten three different answers on dates for starting the contract, ending the contract and length of contract. We were told it would cancel in July of 2023 and that’s why we called again as they Kept charging our credit card. In fact the letter we just received says that our contract is automatically renewed for 12 months and if we want to cancel we have to write in 60 days ahead. They’ve already received the letter saying we want to cancel but now they’re denying that so they’re setting the table for another go at us and they’ll say we’re stuck until January 2026. It’s a never ending loop hole they are using.

  Business Response

  Date: 02/20/2024

  In response to BBB complaint ID *********, Safe Home Security is in receipt of the clients request to cancel his account with us. The clients account with us was closed just 1 week after his emailed cancel request. According to the clients contract signed on July 17th, 2019 the client agrees to provide 60 day notice prior to the intent to cancel. Again, at this time the account is closed with no further billing obligation. Please close this complaint as resolved.