Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems.

Complaints

This profile includes complaints for Safe Home Security, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

519 total complaints in the last 3 years.
225 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/27/2023
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.
I am writing to bring to your attention a concerning situation involving my 85 year-old elderly father and Safe Home Security. He was either misled into signing a 5-year monitoring contract or the contract was fraudulently signed through Docusign, an agreement he did not fully understand nor wish to enter. My father previously had service through ******** ********. That system stopped working in August 2022, and so my father called ******** (###-###-####) to have someone out to repair it. An individual came on August 23, 2022, and fixed the system and told him they were replacing his old equipment with new equipment but did not tell him they would be switching his monitoring contract which was historically on a month-to-month basis. That same day, my father received a Docusign email. He does not recall ever having signed anything on Docusign. Several months later, in June 2023, he continued to have issues, so he called the ******** number to cancel and was directed to call Safe Home Security (SHS). He called SHS and asked to cancel what he believed was his month-to-month contract. He was told he couldn’t cancel because he had signed a 5-year contract. He disputed that he had ever signed such a contract and was emailed a copy of a contract that shows it was signed, but it is not his signature. He was told it was signed by Docusign but they have not been able to provide proof of a Docusign signing. He also asked to speak to a Manager but never received a return call. He told them he would not continue to pay, and he made a final payment in July 2023. He has since received letters telling him he was behind in payments and his credit rating would be impacted if he did not pay. He has discontinued use of the system and would simply like to cancel the contract. We would appreciate your help in resolving this matter, which seems to be a common practice for the company based on other complaints and their ********** **** *** ************ ** **************
Business Response
Date: 11/27/2023
THE COMPLAINT WAS MADE ON BEHALF OF THE CUSTOMER. THERE WAS NO INFORMATION PROVIDED TO LOCATE THE ACCOUNT
Initial Complaint
Date:11/22/2023
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.
11/27/2018 I signed up for a security service that cost $54.99 a month. In fall 2022, Safe Home Security reached out and informed me verbally over the phone that 3G was ending and that the only way my system would operate moving forward was if I updated the chip within my system and pay an extra $1 per month to do this. I’m 95 years old and didn’t understand because the young gentleman who explained everything to me didn’t explain it well to me. He told me my bill was going to increase a $1 per month and to sign here to fix my system that he said was going to be broke soon if I did not say yes to this upgrade. Little did I know, that this was extending my contract many years when I did not want this. I’ve tried to cancel for months/years and haven’t used the system for over a year. When I call to try to cancel, they tell me I can’t cancel unless I die or sell my house. If I would have known what I signed extended the contract at all, I would have said no. That was not communicated to me at all. I was told my system would no longer work without this upgrade. This company preys on the elderly and their trusting instincts. I am highly unsatisfied with this company and want to see them held responsible for how they treat the elderly. Thank you for reading my complaint. I appreciate this.
Business Response
Date: 12/04/2023
In response to BBB ID ********, Safe Home Security is in receipt of the clients request to cancel the service due the non disclosure of term on 3g flip agreement. Safe Home Security representative, Ayanna M*****, left voice message today, December 4th, 2023 to discuss the validity of the agreement and the customers responsibility to the service. We look forward to hearing from the client.
Customer Answer
Date: 12/04/2023

Complaint: ********

I am rejecting this response because: I was not able to connect with Ayanna as she did not answer my call today when I called her. I do not have a call from her either. Proof attached of the call i conducted. Thank you

Sincerely,

****** *******
Initial Complaint
Date:11/20/2023
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.
My Mom and dad moved in 2021, we requested that the alarm system from Safe Home Security be moved to the new location. We were charged $200.00 dollars for the system to be moved. After a year the service was still not moved in 2022. After several attempts to contact the company, the system was finally moved to the new location in 2023. After installation the system worked for 2 hours then it went out. A few weeks passed and another repairman came to the home to repair the service. This time the services lasted 2 days before malfunctioning.

I have tried to communicate with the company, but every attempt has failed. Are there laws in *********** to protect the elderly from bad business practices such as this? This security system was auto renewed multiple times without consent. The alarm never worked properly, and customer service continues to debit my parents account even though the services was not working. My 81-year-old father has been charged $48 per month for a service that he has not been able to use through no fault of his own, there definitely should be some sort of regulations for these businesses. Having to pay over $874 dollars for a service that was not usable is ridiculous. I would like my father's money refunded and this security company reported for awful business practices.
Business Response
Date: 11/29/2023
In Response to BBB ID ******** Summitted by ***** ***** on behalf of her father and Safe Home Security customer ****** *****: We at Safe Home Security have been in review of this complaint along with the account for Mr. *****. Upon review, we have fount that this complaint was also submitted to Safe Home Security via the ******** ******* ** ***********. We have responded to the complaint with the offer below, our stance remains the same.

In regard to the complaint sent in by ****** ***** against
Safe Home Security. ******’s complaint outlines our responsibility to
close the account due to a delay in alarm system installation and non- working
system following that installation.

This matter has been discussed with ******. Due to numerous
issues with removing the system from the customers old location Safe Home
Security supplied a full system replacement ( valued at $1200.00 ) for $199.00.
The system has not been functioning as designed since May of 2023. Due to this
Safe Home Security will credit the clients account for 6 months and have a
technician come out to inspect the alarm. Should the client wish to move
forward with having the alarm serviced he is welcome to call our customer
service staff to set service.

Should any additional assistance or information be needed
you are welcome to reach back out to me via this email

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
************************************
***************************
Initial Complaint
Date:11/09/2023
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.
Account #******-I have been a customer for 5 years and am now on a month-to-month contract and just found out as of March 2023, SHS knew their equipment at my residence was not compliant or working due to whatever changes in their 3g/4g service with no attempt to update it. I recently had a bill show up for $600 and I called them and asked why. I have not had service and the first person on the phone said we should be refunded or have that bill wiped out as there was no service and it shows in their system as such. I was then transferred to retention who told me to pay 300 and keep service and they will send new equipment but that he was checking on trying to get my rate lower and to not talk to anyone else. I then got an email from another retention specialist, Kevin Huertas. He was nice and informed me he could see we had not had service for almost the whole year and if we signed a new 3-year agreement paying $60 per month he would waive the $600 but we would have to pay the $30 late charges. If we said no we have to pay the entire $600 for service they know we weren't receiving. He said there was nothing he could do about it which I believe, but the company can. I do not mind paying for service that I am receiving but would like this company to waive the charges for a service and product they 100% admitted I was not getting as nothing worked. With as many complaints and one-star reviews I am now seeing this matter should be cut and dry, no payment due, and no further bills or communication stating as such, and do not submit to credit agencies or collections.
Business Response
Date: 11/20/2023
We can upgrade the service, reduce your rate and give 3 free months if you resign with us. Ryan M****** at extension **** will be reaching back out today.
Business Response
Date: 11/20/2023
We can upgrade the service, reduce your rate and give 3 free months if you resign with us. Ryan M****** at extension **** will be reaching back out today.
Initial Complaint
Date:10/31/2023
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.
I try to cancel this home security alarm for few times with no luck they have terrible service, nobody answer the phone to cancel my service until I was tired and stop the payment on my credit card. they called at the middle of the night with false alarms for many days. I just want to cancel my service with no extra charge. thank you
Business Response
Date: 11/13/2023
In response to BBB complaint ID ********, Safe Home Security is in receipt of the customer request to cancel the alarm service. At this time, I am moving forward with the cancellation of the account as requested due to false alarms. I did call the client today, November 13th, 2023, to discuss the reasons he is looking to cancel our service but was unsuccessful in reaching him. Please close this complaint as resolved. Thank you for your time and attention to this matter.
Customer Answer
Date: 11/13/2023

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:10/31/2023
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.
Contracted for security system September 2020 for 3 yr contract. Never satisfied with system but paid monthly as promised. I notified company that I had fulfilled my obligation and wanted to cancel service but they informed me that I had signed an extension form which added 3 more years and I would have to pay that off. I am 82 yrs old and can no longer afford the service that I bought when my husband died in 2020.
Business Response
Date: 11/13/2023
In response to BBB complaint ID ********, Safe Home Security is in receipt of Ms. ****** complaint stating that she needs to cancel our service due to affordability. At this time Safe Home Security has an existing obligation to Ms. ****** and will continue monitoring, servicing and billing until January of 2026. While she is too far from expiration, I have the ability to provide a 3-month credit to help to aid during this time of hardship. Should the client want to move forward with the credit she is welcome to call me at ###-###-#### to apply (no contract extension). Please close this complaint as resolved.
Customer Answer
Date: 11/14/2023

Complaint: ********

I am rejecting this response because: I had a 3 year contract which I honored. The company claims that I signed an extension for 3 more years. I have no recollection of an extension and I would not have intentionally extended the unsatisfactory service provided. All I ask is that they honor my original contract and stop billing me.

Sincerely,

******* ******
Business Response
Date: 11/18/2023
Please refer to our previous response, we have attached the agreement mentioned for reference.
Customer Answer
Date: 12/02/2023
I am certainly not satisfied with the results of my complaint against this company. The system does not work properly and I feel that I have fulfilled my original agreement.
Initial Complaint
Date:10/30/2023
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 signed a contract with Safe Ho.e Security for a security system that has never worked from the time we signed the contract. The contract was originally signed in 2017. We had them come out on many occasions to fix the system. The alarm system would wake us up in the middle of the night for no reason. We had them come out on numerous occasions to fix the system but it didn't fix anything. They came out replaced sensors but still didn't fix anything. When I tried to cancel at the end of the contract because I m8ssed it by a day or 2 I was automatically locked into another year. We have had the alarm turned off because we got tired of it going off and calling them and nothing still working. The final straw was when I called Oct 7 to cancel and find out what my bill would be because we hadn't payed anything because of hospital bills mounting up and not feeling it is right to pay for a system that does not work and has not ever worked. I was told because we went from renting this house to owning the house the previous contract was negated and therefore I would only have to pay the normal monthly fee of $44 and some change. When I called back to pay that I was told that the person who told me that was misinformed and I was locked into another year of service and fees. This ain't right. I shouldn't have to be locked in since I was quoted something else and the original contract was voided by us purchasing the house since that is what ibwas told.
Business Response
Date: 10/30/2023
The client qualifies for our fresh start program. Pay half the balance get the technical upgrades necessary for the system and the other half would be forgiven. The contract would start over for a 3 year term.
Initial Complaint
Date:10/27/2023
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.
My mother, 82 years old, received text from a company telling her "Thanks for being a loyal customer...your alarm system is in need for an upgrade...AT NO ADDITIONAL COST...for more information, please visit **************************************" The text continues and tells her to schedule an appt. She scheduled the appt, thinking it was with her security company, ***. When the tech arrived, he uninstalled all the *** equipment and put in a new security system. This system is more expensive and then she was signed to a 5 year contract.
The company totally misled my mother, making her think it was *** that was doing the upgrade. The text totally misleads her "Thanks for being a loyal customer"? She has never been a customer of Safe Home Security, so that doesn't make sense. It also referred her to ***'s website (as if that were their website). Besides having her sign a contract, they got her credit card number and she already has a monthly charge on it. She was told she has three days to cancel the contract. She is trying to do that now, but the people answering the phone tell her they will have to forward that message to the sales dept. BEWARE of those unrequested texts.
Business Response
Date: 11/01/2023
********* ** *****
********** ************ ****** ******* *** **** *******
**** ****** ******* ********
**** *** *****
My name is Brandon, and I am the Customer Experience Manager for Safe Home Security. On behalf of Safe
Home, I would like to thank you for allowing our office to review and respond to this complaint. I will provide you
with our company’s position in the ensuing paragraphs of this response.
We initially wanted to advise you that after a recent communication with Ms. **** *******, Ms. ******* gave
her permission and authorization for our office to communicate with and respond to Mr. ***** ******* on her
behalf. We wanted to advise your office that based our most recent conversation with the complainant, we will
agree to prematurely cancel the complainant’s agreement with no further obligation as we have determined that the
complainant had requested to cancel her agreement within the 3 day right of the recession period. Pursuant to the
greement, our agreement to prematurely cancel the complainant’s agreement with no further monetary obligation
is that the complainant agree to allow our office access to her home for the purpose of removing and retrieving our
equipment. In an abundance of caution, we wanted to advise your office and the complainant that if we are not
able to retrieve our equipment, we will, unfortunately, have no choice but to bill the complainant for the value of the
equipment. I am most hopeful this will not be necessary.
As an alternative means of returning the Agreement, we have come to an arrangement with the complainant that
she will remove the alarm system from her home and return it to our office using a pre-addressed and pre-paid label
without our personal assistance. Once the equipment has been returned to our office and we have confirmed that
we are not missing any equipment, our office will provide a full refund of any and all payments made at the time of
sale and installation.
While it likely goes without saying, I wanted to err on the side of caution and provide a clear understanding
of the situation regarding the Complainant’s agreement. Specifically, I wanted to advise your office and the
complainant that her system will no longer be monitored once the complainant’s agreement with Safe Home
is canceled. When a system is no longer monitored, this means that Safe Home and its affiliated monitoring
companies will no longer be providing any emergency dispatch.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:10/24/2023
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.
Last summer had Safe Home Security system installed and signed 5 year contract. Unfortunately, Im having surgery next week and will not be returning to my home. Another family member is taking over the property. I contacted Safe Home by phone three times and left either voicemails or talked to someone who took down my information promising a call back. I never did receive the calls back. Last week I finally got someone who said they will fill out a ticket, and today I received a call from a customer service person. I told her I needed to cancel the contract and wanted to know the amount I would need to pay to end the service. She said there was no way I could do that, I would need to find someone to take over the service or have the service moved to another location, or it could be ended upon my death. I was also told that I would need to show them proof of sale of my home, which is not occurring as a result of my moving to another facility. I felt I contacted them and enough time to be able to end this, but there doesn't seem to be an end in sight. My last day in my home will be this Wednesday and would appreciate your assistance in ending this relationship with this company.
Business Response
Date: 11/06/2023
In response to BBB complaint ID ********, Safe Home Security has received the clients complaint in regard to our inability to close her account. The client is in her principal agreement with us. The customers agreement expires in July of 2027. Senior Account Representative, Brandi C*** ,reached out today, November 6th, 2023 to discuss the family member moving into this location assuming the service. She was not successful in reaching the customers family member but did text them to reach out to her. At this time the customer can transfer the service into the family members name, or she has a responsibility to the service of 90%. The 90% figure is $1678.64.
Customer Answer
Date: 11/07/2023

Complaint: ********

I am rejecting this response because: I attempted to pay this off in full but they refused to send me a bill and told me I needed to make monthly payments over the next number of years. Please have them submit me a total bill indicating I would be released from my obligation then.

Sincerely,

***** *****
Business Response
Date: 11/17/2023
The final invoice has been generated and sent to the client.
Customer Answer
Date: 11/21/2023

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:10/18/2023
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.
The salesman misrepresented himself to my husband claiming he was with the security company we were currently using. He stated the company was changing its name and he needed to complete a new contract. It wasn't until the next month when I was billed by both companies that I was made aware of the lie. I have to call the main office every month about billing. I have tried to cancel the service, and that is when I was told to cancel the service I would have to finish paying the remainder of my contract, which is over $6000.00 according to their records. They claim I signed a 5-year contract. The carbon copy of the contract I have is illegible. I believe it was made so on purpose.
.
Business Response
Date: 10/31/2023
** ****** **
********* ** *****
********** ************ **** * ******* *****
**** ****** ******* ********
**** *** *****
My name is Brandon, 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 abovereferenced 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 an effort to provide this response.
When the complainants signed their agreement with our company, they 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. This preinstallation survey 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
complainants have a different understanding of their transaction with our company. To prevent such situations, we
have a proactive approach in place which includes the aforementioned pre-installation as well as a post-installation
survey, both of which are recorded.
To address the 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 complainants have alleged that their sales
representative provided inaccurate information during the sales process. The specific inaccurate information they
are alleging is that their sales representative indicated that their current alarm service provider was rebranding and
this rebranding necessitated that the complainants sign a new contract with Safe Home Security. Please be advised
that the Pre-Installation survey was performed by the complainant's husband ******* ***** and the Post installation
survey was completed by **** *****. For your reference, we have excerpted some of the questions and responses
from the survey that we believe are pertinent to the complaint as follows:
Question - “Do you understand that the initial term of your agreement with Safe Home Security is the number of months displayed on the screen? 66
Answer – Complainant Responded “Yes”
Question - “Do you understand that the monthly monitoring rate for the initial term of your Safe Home
Security Agreement is the monetary amount displayed on the screen? $39.99
Answer – Complainant Responded “Yes”
Question – “Do you understand you have three days in which you may cancel your agreement for any
reason or no reason at all?”
Answer - Complainant Responded “Yes”
Question – “We show that you have authorized your monthly payment to be drafted from your bank account
ending in the four numbers displayed on the screen ****?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that during your deferred period, you will only pay the discounted rate of
$4.99 per month?”
Answer – Complainant responded, “Yes”
Question – “Has your representative made any promises that are not covered on your written agreement
or during this call, including but not limited to your financial responsibilities, the term of the agreement or
the equipment you will be receiving?”
Answer - Complainant Responded “No”
Question – “Do you currently have an alarm system installed in your home?”
Answer - Complainant Responded “Yes”
Question – “Is your existing alarm system being used by you for any purpose, including but not limited to
monitoring your home, sending signals, automation services, or any other purpose?”
Answer – Complainant Responded “Yes”
Question - “What is the name of your previous alarm company?”
Answer – Complainant Responded, “******”
Disclosure read: For the remainder of my questions, I will refer to your previous alarm company as the “OTHER”
alarm company.
Question – “Do you understand that your other alarm company is in no way affiliated with, partnering with
merging, being purchased, or taken over by, nor is a sister company of Safe home Security?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that if you are interested in canceling your agreement with your other alarm
company that such responsibility for cancellation lies exclusively with you?”
Answer - Complainant Responded “Yes”
Question – “Has your representative or anyone else told you that they would take care of canceling your
agreement with your other alarm company?”
Answer - Complainant Responded “No”
Question – “Did anyone from Safe Home Security state or imply to you that your other alarm company has
or is going out of business or would not be able to provide service to you for any reason?”
Answer - Complainant Responded “No”
Question – “Did anyone from Safe Home Security state or imply they are affiliated in any manner with your
other alarm company?”
Answer - Complainant Responded “No”
Question – “What was the main reason you decided to switch alarm companies?”
Answer – Complainant Responded, “Price”
In addition to the above-stated pre-installation survey questions and responses, we also performed a postinstallation survey during which the complainant acknowledged that all of the paperwork presented at the time of
sale and the time of installation had been signed. Please be advised that the Post installation survey was done
with **** *****. We have excerpted that question and response from the post-installation survey for your reference
below:
Question – “Did your technician train you on how to operate your system mobile application?”
Answer – The complainant responded, “Yes”
Question – “ Has the technician installed all of the equipment that was promised to you by your
representative?”
Answer – The complainant responded, “Yes”
Question – “ can you please confirm that you have signed all the paperwork that was presented at the time
of sale and at the time of installation?”
Answer – The complainant responded, “Yes”
As is apparent from the excerpted questions and responses during the pre and post-installation surveys, the issue
referenced in the complaint was covered. As such, we respectfully do not believe that the premature cancellation
of the complainants’ agreement without further monetary obligation is merited.
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 our call center representative.
We also wanted to point out that the complainants’ agreement afforded them three days to cancel the agreement
for any reason or for no reason at all. However, the request to cancel by the complainants was made after the
expiration of these three days. As a result and based upon the previously referenced survey questions and
responses, we are respectfully not willing to agree to cancel the agreement without further monetary obligations at
this time.
However, we can offer the following alternatives:
1. The Complainants may continue with their service for the remaining agreement term.
2. The Complainants 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,
Brandon W.
Customer Expectation Manager

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Safe Home Security, Inc. is NOT a BBB Accredited Business.