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.

  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:02/06/2024

  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 took over for my aunt ******** ****** her finances and have POV ***** ******* ***** ******* ** ****** as we have moved her into an assisted living facility 7 months ago. Safe Home Security kept sending bills after I sent in a letter of cancellation to them 7 months ago. I have talked with them on the phone MANY times about this and was told that there was a waiting period first so I paid three more months then told cancellation not gone through yet and IF i could pay the past due now at 5 months ( two months due) they would cancel and have a manager call me. So I have done ALL this and now a new bill came, called talked with a senior manager ( terry) who NOW tells me her contract is valid through 11--26!! But is I sent a proof of sale they could review....well her house is being used by a grandson and is not sold yet. This is crazy.....HELP PLease. They are trying to stick it to this poor woman who has nothing and wants her to pay for services that she is not using!!

  Business Response

  Date: 02/12/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of **** *****'s request to cancel the alarm service located at **** ******* *****, on her aunts behalf. As previously explained to ****, the client, ******** ****** , is under an alarm monitoring agreement that currently does not expire until November 2nd, 2026. The client is able to cancel with us once documentation supporting the sale of her home is provided or documentation showing that the client will be a permanent resident of the assisted living facility she is at at this time. Safe Home Security is under obligation to monitor the property until furnished with documentation that monitoring for the contracted party can cease. Please close this complaint as resolved.

• Initial Complaint

  Date:01/25/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called and spoke to Customer Service at Safe Home Security. I called to cancel my service and was informed that I was in a 5 year contract. I did not realize that I was signing a contract for 5 years. A tech came and "updated" my system and had me sign a form stating that the work was done. No one said it renewed the contract for 5 years. I signed it and there is nothing I can do. I called back asking for the buyout amount to pay off the contract and cancel the service. I got the amount due but was advised that I had to send an email to get a form with the amount. I sent the email and it went back and forth. I have now received an email stating that they will not cancel the contract and I can not buy it out unless I move, get put in an assisted living, or death (proof must be provided). I am trying to payoff the remaining time I have and end my contract and they are stating it is not possible. I am not asking for anything but to be able to pay it off like I was advised on the phone.

  Business Response

  Date: 02/06/2024

  In response to BBB id ********, Safe Home Security is in receipt of the clients request to cancel due to not knowing she was in an agreement with us and changing providers. The clients allegations of a technician having her sign showing the work was complete is incorrect. We have not had a service man to the clients location at all. The client was mailed the renewal for service by a representative of our company on September 10th, 2021 and it was mailed back, dated by the customer on September 23rd, 2021. Should the client want to cancel a settlement of 90% would have to be paid to close. That figure is $1143.62. We look forward to the clients response via your platform.

• Initial Complaint

  Date:01/11/2024

  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 Home Safe Security and pay 54.99 per month. I have no more wifi and I cannot use the service as this is wifi based. I contacted them in November and was instructed to email this request. I did so and left several messages. Finally someone called me and said I am in a 5yr contract til 2026. I explained again I need to cancel and asked what I need to pay to get out of the contract. She said I cannot get out. I am very unhappy and should have cancelled the same day they set it up because on that day , after it was all connected, while the installer was still here, he had me call them to confirm and at that time the so called 54.99 guaranteed rate became a 5 year locked in contract and I asked how to get out of I need to and they said I would have to pay penalties. Now they are telling me I am not able to get out. They have access to my bank account and took this month money and I emailed them last month to stop the contract. She said they will keep taking it and offered me a reduced rate but the problem is I do not have wifi and cannot use their product. I need to cancel and resolve this please.

  Business Response

  Date: 01/24/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. The client outlines her need to cancel due to her no longer having WIFI. Contrary to the clients belief, the alarm system does not need WIFI to perform its duties. The alarm system as a cell chip that pings on cell phone towers to send us signals, very similar to how a cell phone functions for placing and receiving calls. I pinged the clients alarm system today, January 24th, 2024, and received a ping back from the system indicating that it is functioning. At this time the client has a responsibility to the service until April 23rd of 2026. We would be more than happy to schedule a tech to visit the customers location to perform a system inspection/ demonstration as well as perform a live test with the client. The live test would entail the monitoring station calling the customer to confirm the test while the tech is onsite. Please close this complaint as resolved.

• Initial Complaint

  Date:01/05/2024

  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.

  I have requested to cancel my service more than once. They claim I renewed my contract with a fraudulent signature not provided by me. They sent me the “ contract”
  I signed but no recorded voice message of me actually agreeing to it. Once I complained they sent me a letter saying my service was to expire in 2021. I have repeated asked to close the account to
  No avail. This is me requesting in writing yet again to cancel my service.

  Business Response

  Date: 01/17/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel with our company. The complaint outlines the clients claims that they did NOT sign the contract emailed to ******************************. After careful review of these claims I requested that the telephone conversation from the day in which the agreement was signed be pulled. During the course of this call the client is informed of the need for their alarm service to be upgraded from 3g communication to 4g communication. The client is informed that there is a 15.00 increase for the upgrade typically however it was offered to her at just 5.00 to which she agreed. The client confirms the emails listed above as hers and is prompted to open her email and review the agreement. During this review the client asks "why is this asking me to initial for additional charges and it's zero dollars" "what is that?" to which the representative responds " well that is because there is no upfront cost associated with the upgrade, just the 5.00 per month". The questions conclude and the client signs the contract. At this time the contract is being enforced. The client has a responsibility to the service until September 6th, 2026. Please close this complaint as resolved. 

• Initial Complaint

  Date:12/13/2023

  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.

  **** ******** sold their alarm company to Safe Home Security (SHS). In June 2023, my alarm was going off with a load beeping noise. I called the emergency number for SHS and no one can tell me how to shutoff the beeping. The next day I called SHS to inform them about the problem. They told me that it would take 60 days to get me a new battery. In the meantime, the alarm would still beep. I sent numerous emails and spoke to many people about the issue. No one responded to my email and I kept getting the "run around' when I called. I sent an e-mail canceling the service and proceeded to install a new alarm system. Today, 12/12/23 I received an invoice in the mail for 6 months of monitoring for $263.94. I called and was told that since I didn't cancel the service prior to May 31, I needed to pay. I told them there is nothing to monitor. Your alarm system is no longer in my house. They still believe I need to pay for a service they haven't been providing since June 2023 until June 1, 2024.

  Business Response

  Date: 12/20/2023

  The account has been cancelled without further obligation.

  Customer Answer

  Date: 12/20/2023

  
  
  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:12/12/2023

  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.

  September 8th 2020, a young salesperson said he could better our rates for security. We agreed to 3 year contract. THe saleperson was conducting paper work on an Ipad in our home at the time. He did not have us review or look at the paperwork. he was in a hurry to drop off, install and run.
  He apparentlyy sent it to me to docusign. The intials and signatue are not mine. I do not remeber as it was three years ago. I paid the monthly balance even though the system will not arm. I requested a cancellation in 2023 due to the three years were up. THe new contract that no one coulsd find for monthg suddenly appears with docusign signature. again I did not sign on for 6 years. I called for service and was told it is my responsibility so now I am being told that there is no record of the calls. It seems that they have the upper hand. I thought I signed in person on an IPad for 3 years. The times I called they could not find a contract but miraculously they have and it is docusigned. This company is lying I want out of my contract immeadiatly. I only owe them money for the after I requested to cancel.

  Business Response

  Date: 12/12/2023

  To whom it may concern, 

  I have further reviewed the account and verified that the client did sign a 66 month agreement with Safe Home Security on 09/08/2020. The client is disputing the signature on the agreement but has made various payments on time with no issues for a majority of the term. They are now disputing it being a 66 month agreement after 3 years of making faithful payments onto the account when this should have been brought to our attention within the 72 hour rescission period which we allow our clients to dispute information on the agreement. The document was also sent to the same email that the client is using for this complaint, to ensure the client had the ability to review information on the agreement and sign it.

  In order to close the account, the client will need to pay the buyout at %90 obligation of the remainder of the agreement which is $1,813.22.

  Customer Answer

  Date: 12/20/2023

  Ok THis is not settled. I did not sign and the entire procedure was fraudulent, The agent did not offer to have me read or sign, a docusign appeared after months of the company not being able to find my contract,

   

  Customer Answer

  Date: 12/20/2023

  Further more the system does  not work and they will not send anyone out to repair it yet another reason we cancelled after out three year agreement

  Customer Answer

  Date: 10/23/2024

  I did not agree or sign for 6 years. 

  3 yes which I paid, the system failed and has not worked so I tried to cancel. Safe Home Security could not find my contract, so they fabricated one. They are a terrible company with a terrible reputation. I have tried to solve it with them.

  ***** ******

  Business Response

  Date: 10/23/2024

  Please see previous responses.  Service is available if back balance is paid.

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Safe Home Security System which is outdated and does not work. A technician was scheduled to come and install the new system, was in an accident and no longer works for them. They have sent the products for us to install our self which we are unwilling to do. I have asked for them to cancel the service since they have no technician to install it. They said I cannot get out of my contract. I would like out of our contract. They deduct $59.00 dollars a month currently from my bank account and the new service would be $75.00 a month. I have paid $59.00 a month for I believe three years..

  Business Response

  Date: 12/22/2023

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. As outlined in the complaint we do not have a technician at this time to conduct the 3g to 4g cellular communication upgrade for this client. The client did agree to the "do it yourself" service on November 14th of 2023 but has since changed her mind. We will move forward with a penalty free cancellation at this time for the client. Please close this complaint as resolved. 

  Business Response

  Date: 12/22/2023

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. As outlined in the complaint we do not have a technician at this time to conduct the 3g to 4g cellular communication upgrade for this client. The client did agree to the "do it yourself" service on November 14th of 2023 but has since changed her mind. We will move forward with a penalty free cancellation at this time for the client. Please close this complaint as resolved. 

  Customer Answer

  Date: 12/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not willing to pay a penalty fee as I have already paid several months at $59.00 a month of no security service at all. I am 64 and my husband is 76, we are not Tech savvy and setting this up is not for us. I have already been paid for service we have not been getting! I am not asking for money back; I don't feel I should be charged any more money or fees!
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 12/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am not willing to pay a penalty fee as I have already paid several months at $59.00 a month of no security service at all. I am 64 and my husband is 76, we are not Tech savvy and setting this up is not for us. I have already been paid for service we have not been getting! I am not asking for money back; I don't feel I should be charged any more money or fees!
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 01/05/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. As outlined in the previous complaint response the clients account is being cancelled penalty FREE. THE client has no further obligation to the alarm service. A return label is being mailed to the client for the to mail back the cellular chip sent to them to upgrade the system. Please close this complaint as resolved

  Business Response

  Date: 01/05/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. As outlined in the previous complaint response the clients account is being cancelled penalty FREE. THE client has no further obligation to the alarm service. A return label is being mailed to the client for the to mail back the cellular chip sent to them to upgrade the system. Please close this complaint as resolved

  Customer Answer

  Date: 01/09/2024

  
  
  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,
  
  
  
  ***** ********

  Customer Answer

  Date: 01/09/2024

  
  
  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:12/08/2023

  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.

  Account # ******.
  
  I have been a customer of SHS since 2006 I believe. In the beginning the service was ok. After the initial contract period I requested a month to month contract period only to be told years later that my contract renewed for an extended period.
  
  In 2019 I sent a written request to cancel my service at the end of the contract period only to find out they were reporting late payments to the credit bureau affecting my credit. I called SHS for them to correct the problem. A few days later I received a call from SHS offering me upgrades, no increase in payment if I agreed to a 5 year contract which I ended reluctantly agreeing to to have them stop reporting late payments on my credit report. I was told they would correct it but they never did.
  
  In year 2021 apparently SHS upgraded to 4G or 5g making my system non compliant and non functioning with no protection. Upon calling they wanted me to pay a substantial amount of money or I had a choice of extending my contract to even a longer period , with payments more than doubled. I sent a written request to cancel with no response. At that time I filed a complaint with the *********** ******** ********* ******. I continued making payments for over 2 years with no coverage. With my 5 year contract ending 1/7/24, on 12/1/23 I sent a written reminder that I was canceling my service only to get a call from SHS with threats of extension of a non functional alarm system. On 2 separate occasions recently I set the alarm to test it, triggered it, with no response from SHS or the local authorities for a burglary alarm confirming that it is still non functional.
  
  I am requesting to end this nightmare once and for all with no further bills, threats and communication stating as such including reporting credit lates or collections to the credit agencies.

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this business reach out to me via text and phone stating they were with my current security systems provider *** and that I was in need of a systems upgrade from 2G to 5G, Once she was here her name is Janiyah she said that her company takes care of the upgrades from *** & I would now be under contract with Safe Home Security. I questioned this stating why would *** sell my contract and was told I was no longer under contract with *** and that was why. I questioned that believed I was under contract with *** & she assured me I was not. I have since been billed by *** $3600 for a broken contract, I was told by the Safe home Security Company that was no longer under contract and that's why *** sent her company to me. This women gave me fraudulent information, and now I am out $3600. She also Stated that Safe Home Security would cover any charges that came with *** but she said there won't be any cause they would not of given me your name if you were under contract for your upgrade. I am providing you with the *** contract for the charge and a Photo of what was taken out of my account. This company is making false claims and I want my $3600 back.

  Customer Answer

  Date: 12/07/2023

  Hello this has been resolved by Safe Home Security and they made the situation right.  I can't thank you enough for your time.  If you need to reach me please feel free to email or call ###-###-####.  Thank you.

• Initial Complaint

  Date:12/04/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Home Security is one of the most abysmal companies I've had the displeasure of dealing with to date. We've had a contract with them for quite a few years but have experienced problems with them throughout and we are to the point (and have been for some time) where we're fed up.
  
  Although I've reached out many times throughout the years, I'll list the most recent. On September 18, 2023, I sent an email (attached) to resolve yet ANOTHER problem with our system. I received an email saying a ticket was created. Nobody ever contacted me.
  
  On November 8, 2023 I requested cancellation of service (see attached). An agent reached out for my account #. Once I provided that and talked with Alexis on the phone, I was told I needed to send a letter to [email protected] to cancel my account. I sent the same information to the email she gave me stating why I wanted the contract cancelled. I received a letter in the mail (attached) refusing the cancellation of our contract (with a date that doesn't even match our contract dates...shows how much they put towards attention to detail...).
  
  I called after receiving this letter and had a very heated discussion with staff and manager with absolute refusal from them regarding cancelling unless I pay out the contract. I thought that was absolutely asinine, as we are receiving horrendous service in our area, people NEVER call me back, and I'm performing maintenance on our system over the phone a Safe Home TECH should be providing (please see cancellation letter attached for details and history on issues we've had with Safe Home).
  
  The irony?...At the end of this phone conversation that took place on 11/29/23, the manager Aalan R**** tells me he is going to have Safe Home call me to schedule service on my system. Have I heard anything from them...? NO! History continues (again, see attached).
  
  If this contract isn't cancelled, we have every intention of taking a legal stance as they aren't fulfilling their contract obligations.

  Business Response

  Date: 12/18/2023

  Service was scheduled and completed on December 15. 2023 at which time the system was put on test, all signals were sent and received 

  Customer Answer

  Date: 12/20/2023

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

  FINALLY sending out a tech to service our system after YEARS of retched service doesn’t make it all better. Not to mention my glass breaker was outdated/not working, the tech didn’t have the part and said you’d have to order another and schedule them to come again. Has an order been placed for that to be done? NO! Your ratings online and with BBB show so clearly how terrible the people are that make up SafeHome. I’m literally disgusted with how disgusting you’ve behaved and how horrid your customer service is. Don’t you know ANYTHING about business?! You should be ashamed of yourselves. Would a lawsuit help? Because a contract goes BOTH ways and we aren’t “paying out” for horrible service over the years! I’m pretty sure nobody is going to side with a company who’s customers had to install their OWN hardware because YOU wouldn’t get someone out to do it  you put our house at risk of losing service completely! Just LET US GO!

  ***** ******

  Business Response

  Date: 12/21/2023

  A SERVICE UPGRADE WAS DONE, INCLUDING EQUIPMENT, IN DECEMBER OF 2021, AT NO COST, AT WHICH TIME A 60 MONTH RENEWAL AGREEMENT WAS SIGNED. THEREFORE, THE ACCOUNT IS NOT ELIGIBLE FOR CANCELLATION UNTIL THE FULL TERMS ARE MET.