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.

  1125 Middle St # 201 Middletown, CT 06457

• 

  Safe Home Security, Inc.

  8278 Innovation Chicago, IL 60682-0082

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security Services Baltimore

  6306 Belair Rd Baltimore, MD 21206-1810

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/10/2023

  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.

  Safe Home Security company Invoice #******Statement date-10/1/2023 Cust #******We have been trying to cancel this service for over a year without success.We are in our 90's and this is becoming quite stressful to us. We have tried over and over by phone, by email, They refuse to help and/or cancel the contract.I cannot provide the security pin as the system has not worked for a couple of years and my memory has been failing. The company has been non responsive with solution.I want the contract cancelled and the amount due credited. We do not owe this.Thank you for any assistance you can give in a resolution as we are in ill health as well.****** and ******* ********

  Business Response

  Date: 10/10/2023

  To whom this may concern

  After further review, this customer has been with our company 2007. I apologize for any inconvenience that you have been experiencing. I would like to let you know we do have options if you would like to remain our customer. If you would like to work with us we can insure your account with us to be in good standing however if  you do not wish to keep our services there are procedures to follow in order to close this account properly. In order to close this account a cancel letter would need to be sent to our company and the final invoice would need to be fulfilled. Please contact the company to handle this matter. Please contact us at ###-###-#### Ext ****

  If you have any question please do not hesitate to contact us

  Thank you for your assistance

  Customer Answer

  Date: 10/11/2023

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

  Have you seen the complaints from this company?  It is the same problem over and over. At no time during any of the phone calls to cancel were they ever instructed to put it in writing. As you can see-I did that for them after years of stress receiving bills for something they don't use. They even requested for the company to come take the system. They were told no you own the stystem and if you can't provide the security pin we cannot help you. My parents are in their 90's. and this company just keep billing and billing for more and more money. I will be lodging complaints to every gov't organization in **. including the ******** *******, ** ******** ******* and the CEO -Dave R****.

   

  Hello
  Julie,
  
  My name is Shane M**** with Safe Home Security and I have been assigned as your
  account manager to address your concerns regarding your cancelation request.
  
  Please provide the best contact information and times available to discuss the
  details of your account.
  
  I look forward to speaking with you soon!
  
  
  
  I am writing to
  you to express my disbelief that after many, many attempt to cancel this
  account, your company still is billing my elderly parents. Multiple time they
  have called to come and get the system. They were told that they own the system
  and need not return it. At that time, this account should have been closed. Now
  a year or so later, they are still being harassed with your billing department.
  My elderly father called to cancel recently and was told if he didn’t have the
  password your customer service rep stated there was nothing they could do to
  help. Well, I am telling you, this bill is not getting paid, you are going to
  stop all future billings. They do not have the password, my father has stated
  that they have not used this system in over a year and he cannot remember his
  password. He also is in his late 70’s and his memory is not 100%.
  
  A copy of this
  email will be sent to the complaint department of **** * **********, your
  home office executive customer service team as well as any other top executive
  in your company.
  Please send a
  confirmation email that you have received this and are taking the appropriate
  steps to clear this up and causing my parents undue stress.
  
  Sincerely
  ***** *****
  Finance
  
  
  
  Sincerely,
  
  
  
  ****** ********

   

  You can reach me at ************.
  Cancel this account-nothing to discuss. Companies like yours
  continue to make a simple request stressful, expensive and needless.
  Call me anytime, however I am telling you now-I will not
  budge.
  ***** *****-for ****** ********
  Finance
  ************
  

  Business Response

  Date: 10/12/2023

  Please see the previous response.

  Customer Answer

  Date: 10/23/2023

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

  Stop making this a difficult process in the name of trying to collect more money you didn't earn. You are well aware we requesting this to be cancelled.

  Better Business Bureau,-Please forward this to correct department-since this company has not called me -left me any messages nor chooses to act in an ethical manner.

   

  I ****** ******** have requested to have  my contract with your company cancelled-that I did not choose to renew. Your company chose to renew to continue receiving revenues on an account that you have not serviced or provided service in over 2 years. I am also requesting you stop all future billings and adjust your invoice according to the last validated contract agreed to by me. To continue the contract because I will not honor your bills is not only unethical but I am sure not legal.

  My account information is this:Safe Home Security company Invoice #****** Statement date-10/1/2023 Cust #******.

  You can call my daughter at *************. You need to leave a message since she will not answer numbers not recognized. She beleives if you have called it was marked spam by *****.

  Once again, I am asking Better Business Bureau to forward this request to the correct department as I beleive there is not such process for cancelling it is just a smoke screen to continue billing. Look your customer complaints for this company and tell me I am wrong.

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

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

  Business Response

  Date: 10/24/2023

  See the October 10th response.  We are not releasing the obligation.  

• Initial Complaint

  Date:10/06/2023

  Type:Sales and Advertising 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 sales rep from Safe Home told me that if I change security companies they would do a full buy out of my current contract. I switched over to them and my sales rep advised me that he was working on the buy out. I was still waiting for my camera to be installed as well. I got billed from my other company for the month of Aug and Sept and I wasn't even using that system since I had switch to Safe Home. I contacted my rep again and he said he was handling things. I decided to call the corp office and spoke with someone there about my buy out. come to find out nothing was in the works. I submitted the info they asked for and was told they would not buy my contract out fully they would only pay $1000 and I would have to pay the rest. So I told them to cancel my contract. I ended paying my other securtiy system provider to come and reinstall my old system. All of this is money I should not have had to pay since I was told my contract would be a full payout and that it was being taken care of. Oh and by the way they never came to install the camera I was suppose to get either. Very disappointed. I should have stuck with my gut as it told me this company was not right.

  Business Response

  Date: 10/11/2023

  Dear Ms. ****:
  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 affording our office the opportunity to review and respond to this complaint. I will
  provide you with our company’s position in the ensuing paragraphs of this response.
  The complaint contacted our office with respect to a buyout with her previous security service provider. To assist
  the Complainant with this request, we require certain documentation. Specifically, our office would request an
  official copy of the final bill from the complainant’s other alarm company indicating the total amount owed
  and a copy of the Complainant's agreement with the other alarm security company.
  Our office was provided with documentation reflecting the amount of $2382.48 as the amount for the buyout of the
  complainant’s agreement with the previous security service provider. On September 29, 2023, our office informed
  the complainant that we would be willing to offer the amount of $1000 towards her buyout or allow her to cancel her
  agreement with Safe Home Security and return to her previous alarm company provider. The complainant chose
  the option of cancellation and agreed to return all of the equipment provided by Safe Home Security and return to
  her previous security provider.
  The complainant is now seeking for our office to provide reimbursement to cover the cost of the system reinstallation
  with her previous provider. We regret to inform your office and the complainant that we are not willing to cover the
  cost of the reinstallation of the complainant's previous security provider. We respectfully believe that our office
  extended the courtesy of being willing to either cover the amount of $1,000 or to allow the complainant to cancel
  her agreement. We respectfully do not believe that additional remedies are merited. The complainant chose to enter
  her agreement with us and we have in good faith honored her wishes to return to her previous alarm service
  provider.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

  Business Response

  Date: 10/11/2023

  Dear Ms. ****:
  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 affording our office the opportunity to review and respond to this complaint. I will
  provide you with our company’s position in the ensuing paragraphs of this response.
  The complaint contacted our office with respect to a buyout with her previous security service provider. To assist
  the Complainant with this request, we require certain documentation. Specifically, our office would request an
  official copy of the final bill from the complainant’s other alarm company indicating the total amount owed
  and a copy of the Complainant's agreement with the other alarm security company.
  Our office was provided with documentation reflecting the amount of $2382.48 as the amount for the buyout of the
  complainant’s agreement with the previous security service provider. On September 29, 2023, our office informed
  the complainant that we would be willing to offer the amount of $1000 towards her buyout or allow her to cancel her
  agreement with Safe Home Security and return to her previous alarm company provider. The complainant chose
  the option of cancellation and agreed to return all of the equipment provided by Safe Home Security and return to
  her previous security provider.
  The complainant is now seeking for our office to provide reimbursement to cover the cost of the system reinstallation
  with her previous provider. We regret to inform your office and the complainant that we are not willing to cover the
  cost of the reinstallation of the complainant's previous security provider. We respectfully believe that our office
  extended the courtesy of being willing to either cover the amount of $1,000 or to allow the complainant to cancel
  her agreement. We respectfully do not believe that additional remedies are merited. The complainant chose to enter
  her agreement with us and we have in good faith honored her wishes to return to her previous alarm service
  provider.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

  Customer Answer

  Date: 10/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:my sales rep Steve sent me a text stating that your company would either cover the full buy out or pay for the reinstall. He also sent me text messages stating that you all would cover the cost that I got billed from *** for the 2 months that I paid them when the buy out was suppose to have happened. He told me he had everything taken care of and I had nothing to worry about. I am very disappointed in your company. This is not right at all. I have attached some of our text messages to this email. You should at least cover the cost of the install since I have proof that that was promised to me. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 10/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:my sales rep Steve sent me a text stating that your company would either cover the full buy out or pay for the reinstall. He also sent me text messages stating that you all would cover the cost that I got billed from *** for the 2 months that I paid them when the buy out was suppose to have happened. He told me he had everything taken care of and I had nothing to worry about. I am very disappointed in your company. This is not right at all. I have attached some of our text messages to this email. You should at least cover the cost of the install since I have proof that that was promised to me. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 10/23/2023

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

  
  After reviewing the most recent communication from the complainant as well as the text messages that were
  exchanged between the complainant and her sales representative. We acknowledge that the text messages do
  reveal the sales representative confirmed that he would cover the re-installation cost of the complainant’s previous
  alarm service provider. We would request that the complainant provide our office with a receipt for the re-installation
  cost of her *** service. However, please be aware that Safe Home Security will only be covering the cost of the
  re-installation of the service and equipment that was previously installed at the complainant’s home. For the
  avoidance of doubt, we will not be covering the cost of the installation of any new or replaced equipment. We ask
  that the complainant send the *** receipt to the following email. ******************************.
  We thank you in advance for your anticipated review of this response.

  
  Very Truly Yours,

  
  Brandon W.
  Customer Expectation Manager

  Business Response

  Date: 10/23/2023

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

  
  After reviewing the most recent communication from the complainant as well as the text messages that were
  exchanged between the complainant and her sales representative. We acknowledge that the text messages do
  reveal the sales representative confirmed that he would cover the re-installation cost of the complainant’s previous
  alarm service provider. We would request that the complainant provide our office with a receipt for the re-installation
  cost of her *** service. However, please be aware that Safe Home Security will only be covering the cost of the
  re-installation of the service and equipment that was previously installed at the complainant’s home. For the
  avoidance of doubt, we will not be covering the cost of the installation of any new or replaced equipment. We ask
  that the complainant send the *** receipt to the following email. ******************************.
  We thank you in advance for your anticipated review of this response.

  
  Very Truly Yours,

  
  Brandon W.
  Customer Expectation Manager

• Initial Complaint

  Date:09/28/2023

  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.

  There is a charge every month for years when there is no service offered.

  Business Response

  Date: 10/03/2023

  To whom this may concern

  After further review this customer account had fallen past due. In order to assist with any issue the customer has been experiencing a payment to bring this account current is needed. I do have options to assist the customer to do so however payment would to made in order to fulfill the customer's end of the agreement.

  For further assistance please contact us 

  ###-###-#### Ex* ****

  Thank you

• Initial Complaint

  Date:09/22/2023

  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.

  8/23/2023, contacted company to have sensors placed and reprogrammed after having windows installed. When this system was being pitched, we told them we were getting windows and installed and were told to just call and they would come out and place and reprogrammed. I was told that there was a $89 dollar service fee. I stated that I was told that moving them was not an additional service and that I wish to cancel service. I was told that I would have to pay off the remaining contract, I said okay. Went to their website and sent official notice as required. The next day, an $89 service fee was drafted from my account and I placed a stop payment on that and any future payment. 9/19/2023, received a letter from Safe Home, called and tried to reconcile and repair. Was told that a service fee was standard and that if I needed new sensors, they were only $2 a piece. 9/22/2023 now the sensors are $100 a piece, even though we don't need any, and if we get them, it restarts the contract. If someone comes out to reprogram the ones we have, it restarts the contract and that we cannot buyout the contract. I cannot cancel or buyout but if I choose to continue service, the contract starts over.

  Business Response

  Date: 10/04/2023

  In Response to *** ** ****** for ***** ******: Customer Service Manager, Dawn D*****, reached out and spoke to the client regarding the matters in this complaint. The service fee was credited off the account and will not need to be paid. Ms. D***** confirmed with the client that no additional sensors are needed at this time. Should the client have any additional questions, please contact Ms. D***** at ###-###-####.

  Customer Answer

  Date: 10/11/2023

  
  
  Better Business Bureau:
  
  
  I have spoken to the company (Terri) as Dawn was unavailable today and Terri has sent me an email stating my account is a zero balance.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:09/21/2023

  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 was a customer of Safe Home Security for several years for alarm monitoring and service only, with minimal interaction. The company disabled one of my phone jacks during installation without permission and failed to rectify the situation (offering up a costly upgrade to wireless service as the only solution) but there were no other substantial issues. There were repeated warnings on my panel that the company failed to contact me about, but nothing that made the system unusable.
  
  In August, some additional warnings were activated on the system and I was told that I couldn't get a service appointment (which my contract provided) for a month and a half and that I would have to power off my system until that time or that the system would keep going off until the repair. I was refused an opportunity to speak to a supervisor.
  
  I promptly found another provider to take over the contract. I called to cancel, and then was told I had to file by email. After sending an email, I was told that there was a clause in my contract (which I would have never signed) that permitted a company to automatically renew a multi-year contract if no response was received. The company suggested that they could produce a copy of this alleged document but has failed to do so.
  
  I am simply looking to move on to the new provider and cancel my prior contract -- which I understood to be cancellable on notice -- immediately. But the company now refused to cancel until they get "the remainder of the contract." Even had such a clause existed, the agreement would be voided by "breach of contract"

  Business Response

  Date: 10/02/2023

  The account has been cancelled, as a courtesy, with no further financial obligation. The remainder of the terms will be waived 

  Customer Answer

  Date: 10/04/2023

  
  
  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:09/20/2023

  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.

  On August 13, 2023 Safe Home Security failed to provided adequate and efficient home security services. After contacting them that our alarm system activated and continued sound off we were advised that because they had no one in the ******** area to service the alarm we needed to wait 1 week for someone to be flown to ******** to shut the alarm system off. the Alarm system battery was defected I was informed that only a technician from Safe Home Securities could come out and exchange the battery that was inside the wall and not accessible by myself. I was told that this could not be deactivated or turned off remotely. So the sound of and alarm remained on for over 1 week. August 14th 15th 16th 17th 18th 19th 20th and so forth the alarm system remained sounding off. Although on the 14th after being told they could not have someone out to us for about a week I advised them this is unacceptable. After a noise complaint and contact with the Police department we were advised to have it disconnected. I advised them that this is unacceptable and WE NEEDED TO HAVE THE SYSTEM TURNED OFF. During this same call I advised them I wanted to seer ties with them due to their inability to deliver on a service. The representative was rude, and argumentative and said were locked in to a contract Now with the mounting complaints from the community and the inability to disconnect the alarm system we again advised to contacted a local security company to come disconnect the alarm system. Again I contacted SHS and advised them that we would be having someone. from another arm system company to comet and disconnect the system it's unbearable to live with the alarm going off. After CONTACTING ****** **** ******** THEY were able to come out and disconnect and install their alarm system.. We need to severe ties with them and for them to void the contract since they were unable to provide and continue to be unable to provide proper service. They are asking us to paid to large fee.

  Business Response

  Date: 10/02/2023

  CUSTOMER CANCELLED HIS SERVICE TICKET;SWITHCED COMPANIES. OWES THE REMAIN DER OF CONTRACT TERMS 

• Initial Complaint

  Date:09/19/2023

  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.

  On or about April 2022 Safe Home Security merged with ******. Safe Home continued to withdrawal $43.04 from our checking account. I did not notice it (my bad) until recently. I contacted my bank and that matter is pending. Safe Home with drew an estimated $301.04 total. My bank put a hold on their automated withdrawal and Safe Home immediately sent me a paper bill for $66.04. a processing fee of $3., EFT return of $20. and previous balance of $43.04. I would like a refund and permanent cancellation.

  Business Response

  Date: 09/29/2023

  In response to BBB ID ********, Safe Home Security has appointed Rebecca P****** to aid in the cancellation process of this account. At this time Mr. ******** has a responsibility to our service until February of 2024. We'd like the opportunity to discuss the options available to Mr. ******** to continue service with our company. Rebecca can be reached at ###-###-####1 ext. **** and she plans to reach out Monday, October 2nd,2023

• Initial Complaint

  Date:09/18/2023

  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.

  I purchased a CO detector on 7/25 from SHS and am still waiting for installation. More concerning is that my panel does not trigger the sensors and according to your customer service the smoke detector you installed one year ago is not functioning. I have spoken to Joe ex. ****, Justin ex. ****, Julio ex.****, Sarah and Supervisor Tory over the course of two months. I have repeatedly been told SHS does not have a technician in the area. My home is not protected!!! What is the sense in purchasing an agreement for security when SHS does not provide adequate service? How many nights are you willing to live in a home without Co, smoke, and security protection? Better yet how many payments would you make for a service you do not receive? Although a credit would be beneficial, it does not provide the security agreed upon. If you can not rectify my lack of home security please release me from the contract so I can employ a company who can. The back story to this is Jay E****** knocked on my door one year ago, misrepresented himself, told me untruths about my contract and security company, then had a technician install equipment within an hour. Now SHS has no technician. SHS has a responsibility to provide the services agreed to or release the customer to purchase elsewhere. You are endangering the safety of my home and my family.

  Business Response

  Date: 09/19/2023

  You will be contacted to set service on this account before the end of the month.

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been told this numerous times. Pull the phone conversations and review. When a technictian is actually on the premise with all the equipment needed and the system functions properly, I will close out this complaint. Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Customer Answer

  Date: 09/25/2023

  I was contacted on 9/20 at 2:12 p.m. by Larry from *** ******* ********* who scheduled a technician ,Art, for Saturday, 9/23 late afternoon. The technician did not show, and there has been no communication even though I have left several messages. This is a prime example of Safe Home Security's unreliable service. How can a consumer trust this company to service their equipment with integrity or respond in an emergency? Let me answer that for you, they don't. I am requesting release from this contract since I have not obtained service for over 2 months have a smoke dector that was never functional according to your own rep and a Co detector purchased from SHS that has never been installed. You have not dealt with me in good faith and although I continue to pay the monthly fee, SHS does not service there equipment, continues to lie when contacted but is very good at taking my money!

  Business Response

  Date: 10/02/2023

  Service has been scheduled for this client.

• Initial Complaint

  Date:09/18/2023

  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 called Safe Home Security on July 20, 2023 to cancel my service. Account Number ******.
  I received a e-mail on July 28, 2023 from Shane M**** that stated that he was my Account Manager. He stated to submit contact information and times available to discuss the details of my account.
  
  I was contact by Griselle M**** and was told that my I was still under contract and that my service would be cancelled but that I would still be responsible for the rest of the obligation on the contract. I requested the Electronic Transfer in the amount of 69.54 be cancelled. They told me that they are not offering any buy outs at this time. I have completed 90% of contract has been fulfilled.
  
  They still continue to bill me thru electronic transfer that I set up in 2019.
  
  I have sent multiple emails to requesting to end my contract.
  
  I am retired and living on a very fixed income. I simply want to cancel my service and EFT stopped. I no longer want to engage in any telephonic discussions with the Representatives from Safe Home Security.

  Business Response

  Date: 09/29/2023

  In response to BBB ID ******** Safe Home Security has closed Ms. ******'s account. The customer has relocated to a location in which the system can not be installed. Please allow 30 days for the cancellation to finalize. 

  Customer Answer

  Date: 10/02/2023

  Thank you for the update.  I really appreciate the assistance.

  I just have one question,

  Will the $69.54 Electronic Transfer be cancelled and/or stopped from processing from my checking account?

   

  Thank you

   

  Best Regards, **** ******

  Business Response

  Date: 10/04/2023

  Once the account is closed, all invoicing and payments will be stopped. 

  Customer Answer

  Date: 10/06/2023

  
  
  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:09/12/2023

  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.

  Beeping coming from panel box on the wall since 8-31-2023. There are 2 problems...low battery on front door and radio modem failure. I have asked them to turn it off they say they can't. They gave me a code to punch in every time it goes off. It goes off randomly. They don't have a tech scheduled to come out till 10-21-2023 which is unacceptable. I am 80 years old and have to stop whatever I'm doing or resting and get this off. i had a police officer in my home to verify what is happening. I have paid 3 1/2 years on my contract. I want contract cancelled because I cannot endure another episode of harassment from this company if I have another failure with this equipment. I am requesting contract and any further charges to be shut down immediately.

  Business Response

  Date: 09/13/2023

  Service has been set for the client.

  Business Response

  Date: 09/13/2023

  Service has been set for the client.

  Customer Answer

  Date: 09/26/2023

  I  did not respond to original compliant because I was assured by SHS would resolve my problem with the system. They have only given me the runaround. They shipped me the parts but have not given me a date for a tech to come out. I still have the intermittent beeping coming from the panel on the wall. I received the parts Sept. 21 2023 and everyday . I have called and they say someone will call me with a schedule but no response. The beeping is very harassing since I have to stop whatever I am doing and punch in a code to stop the beeping temporarily.

  Business Response

  Date: 10/02/2023

  This service has been completed.