Business Profile

Security Systems

Safe Home Security, Inc.

This business is NOT BBB Accredited.

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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

507 total complaints in the last 3 years.
206 complaints closed in the last 12 months.

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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:06/01/2023
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.
My name is ***** ********, my office acct # with SAFE HOME SECURITY is #******, dated May 31, 2023.
I have been manipulated upon receiving information that conditioned my decision to accept the service, using false information from the seller. I immediately noticed that I had been deceived, I wanted to cancel it because I did not need the service and the people who answered my calls, after being very kind when selling they were very rude when wanting to cancel. Alleging that he could no longer cancel, although in the contract there is a cancellation notice where he specifies that I have 3 days to cancel, and by the date of the call only a couple of hours had passed. Since yesterday I have tried to contact them to request the cancellation of the contract and I have not received a response. Apparently I have to wait for a call that has never come, I have to call three different numbers to request the cancellation and no one can resolve the situation. I request through this means the company SAFE HOME SECURITY, INC. to cancel my contract immediately since I am within the period of time established for cancellation without penalties, as stipulated in the contract.
I also request that my money be returned, the specific amount of $146.43 was withdrawn from my bank account and I request that future charges be stopped. since I do not require the service and it has not been installed yet. With nothing else to refer to.
***** ********.
Business Response
Date: 06/02/2023
The account can not be located in our database with the information provided. Please provide the ccount number or the correct customer information
Initial Complaint
Date:06/01/2023
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 attempted to cancel the home security contract # ****** for ***** *******, **** *** **** ************ ** since June 2022. Safe Home Security from *********** ** has said it could not be cancelled, then it could not be cancelled without two months notice prior to contract renewal, then it required could not be cancelled because it is on a multiple year contract. I have called and emailed them 6+ times. This contract takes nearly $50/month ($600/year) from ***** *******'s $780 monthly Social Security income, which is needed for groceries, medicine, utilities, and mortgage. Our requested settlement is a full refund for 12 months and the contract cancelled immediately and forever. No decision-maker has called or talked with us. My mother, ***** ******* will be 90 years old this October. She is not and can not transact her own business anymore, which is why I, one of her sons, am working on this significant money problem for her.
Business Response
Date: 06/02/2023
The account has been cancelled, as a courtesy, with no further financial obligation. The customer signed a 60 month agreement in December of 2020, therefore, a refund is not due or owing
Customer Answer
Date: 06/02/2023

Complaint: ********

I am rejecting this response because:
This company is engaging in predatory practices. My mother, ***** *******, will be 90 years old this October. At 85, when she would have signed this contract, she should have had the option to cancel this contract at any time without penalty, especially if her health warranted it. She can no longer conduct her own business and no longer has a need for this system.
This company was told this one year ago and could have provided this "courtesy" then. Instead, they continued to take nearly $50 per month ($600 for the year) because they could. Now that they have been challenged to do the fair thing, they are attempting to take the easy way out.
They took $600 from my mother that she needs for food, medicine, clothes, and mortgage.
They should be held accountable to make it fair and right - cancel the contract AND refund her last 12 months of payments.

Sincerely,

******* *******
Business Response
Date: 06/07/2023
The legal contractual terms are clearly stated. The offer to cancel the account is to reach a reasonable resolution. However, no refund is due. If this is not an acceptable resolution, the account will remain due and owing
Customer Answer
Date: 06/13/2023

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.

Accept Business Response.

Sincerely,

******* *******
Initial Complaint
Date:05/31/2023
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.
Our original home monitoring service was taken over by Safeguard America. Per our contract, we contacted them with 30 days notice to cancel before our contract renewed. The monitoring equipment they provided had stopped working. This was in March 2022. The representative misquoted our contract date over the phone and said we were too late to cancel, by one day. We repeatedly contacted them by email and left voicemails to dispute this. No one at Safeguard would return our messages after this initial contact. We paid through the contract we had signed, and they continued to debit our account. We contested the charge through our bank, and the bank stopped them from continuing to debit our account. They have been sending us a monthly bill by mail for a year now, adding late charges each month, as if our account was never cancelled. I would like a letter stating that we owe them nothing and for them to no longer contact us. I have attached the emails we sent, plus the only contact we received by them via email.
Business Response
Date: 06/09/2023
In Response to BBB ID ********: Safe Home Security Account Executive, Ayanna M***** has attempted to reach out to the client to discuss this matter and was unsuccessful in reaching them.

We will be cancelling the account, please allow up to 30 days for the process to be completed.

Thank you.
Initial Complaint
Date:05/30/2023
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 up for service on May 31st 2018 but never received all of my equipment. The tech came by and installed a door sensor and said she will be back to finish the job and never returned. After days of calling she finally answered and informed me that she had quit. I never used the system and was being billed every month. I called everyday after a year begging to stop being billed and cancel due to NEVER being able to use the system bc it was never installed. Rep informed me that all my calls were being noted and it was handled. He told me to disregard the bills bc my service wasn’t active. I’m 2019 sold and he business. Now here we are in 2023 and I’m trying to buy a home and I was just made aware that my account with safe home sec was sent to collections.
Business Response
Date: 05/30/2023
THE ACCOUNT CAN NOT BE LOCATED IN OUR DATABASE WITH THE INFORMATION PROVIDED. PLEASE PROVIDE THE ACCOUNT NUMBER OR THE NAME OF THE BUSINESS
Initial Complaint
Date:05/15/2023
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.
Safe Home Security continues to send us bills for security on a home we do not own in *** ******. When we were selling the home, they refused to provide any refund for unused services. Subsequently, they have continued to claim they are providing services to us and sending us new invoices for a home we don't own in a state we don't live in. Calling them on the phone many times over the past year has been fruitless. We NEVER signed any agreement with them. They bought the company that was providing us with services. They are trying to bill for services they cannot possibly have provided. My latest fruitless call was today. We have no intention of paying a bill for services never requested nor rendered and we are very tired of the harassing invoices.
Business Response
Date: 05/15/2023
WE CAN NOT LOCATE A CUSTOMER IN OUR DATABASE BASED ON THE INFORMATION PROVIDED IN THE COMPLAINT. PLEASE PROVIDE THE ACCOUNT NUMBER
Customer Answer
Date: 05/16/2023

Complaint: ********

I am rejecting this response because: the invoice, which was attached to my complaint, contained both the customer number (******) and customer name (**** *********** my wife). Neither were included in the text of my complaint because I interpreted to instructions to say not to include personal information.

Sincerely,

**** *******
Business Response
Date: 05/23/2023
The account has been cancelled without further obligation.
Customer Answer
Date: 05/23/2023

Complaint: ********

I am rejecting this response because: it only mentions "further obligations." I want it to be clear that we do not owe than anything at all for the invoiced services as wel that were never provided to us. I want that to be clear in the response. We have NO OBLIGATIONS to them.

Sincerely,

**** *******
Business Response
Date: 05/24/2023
Cancelled means no obligations. Account is zero. Best wishes.
Customer Answer
Date: 05/25/2023

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:05/15/2023
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 tried to cancel my service with this company about less than a year ago since I was moving. I reached out to the company and told the lady I was moving and canceled my home phone service. She then stated that I could tie the line into my internet and did not need to tie into my home landline anymore. Great I said new people may want that option but I wanted to cancel my service since my contract was up and had been a onetime paying faith Custoner for 10 plus years . The lady on the phone not only did not cancel me but tied me into a new 2 year new contract with my internet. I have tried many times to resolve this with absolutely no compensation of cancellation and the are basically telling me I’m stuck so for two year I have faithfully paid my bills and at one point they hit my creator score with a non payment. I called and gave them all my bank payment info and the lady informed me that was an error on their end and they would notify my creditor that was an error on their end I have zero missed payments on all my accounts for 27 years but now one with them because they lie and swindle and make it impossible to cancel service with safe home security. I have had many conversations with people whom tell you nothing but lie . I’m supposed to have my two years up in august and they are telling me that I can’t just cancel I need give them 60 days notice before my renewal date or it processed to another two years . That my letter needs to be cleared labeled why I want to cancel and request them and that they will review it and let me know if they can cancel my service. That sounds absolutely ridiculous to me . I have had my Witt’s end with them as I have read many online complaints for the same issues .
Business Response
Date: 05/16/2023
The account has been cancelled without further obligation.
Initial Complaint
Date:05/12/2023
Type:Customer Service 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.
The current company SHS is not reachable when handling customer issues. I have attempted several times to contact them so I can have additional security devices installed to no avail. I do not understand how a **** ***** ******* subsidiary cannot even answer a direct call. I purchased the hardware and it has yet to be delivered or installed. It has been over five weeks since my purchase. I am being charged the additional price but I still do not have the installation of the security device I purchased.
Business Response
Date: 05/12/2023
PLEASE BE ADVISED THERE IS NO CUSTOMER IN OUR DATABASE WITH THE INFORMATION PROVIDED. IF THERE IS ANY ADDITIONAL INFORMATION WHICH CAN BE PROVIDED WE WILL BE HAPPY TO REVIEW IT IN AN ATTEMPT TO LOCATE THE ACCOUNT
Customer Answer
Date: 05/14/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

***** ********* ****
Customer Answer
Date: 05/16/2023
I have sent three documents with the business address and my account # *****. If the company cannot locate me then I reserve the right to not be held in a contract with them. I pay $65.49 every month to Safehome Security Inc. I have done this since they bought the company and my contract from the previous owners.
Again , if SHS Inc does not recognize me as a customer, I want them to acknowledge that in a written letter absolving me of any contract and billing for the service they claim I am not receiving from them but I am paying for monthly.
Business Response
Date: 05/19/2023
Complaint ID#********
***** ********* ****

I spoke with the customer and confirm that she received her
part that she had purchased & was able to coordinate a service date of the
30th 9-1.

Miguel C********
Director of Dispatch & Services

Safe
Home Security
1125
Middle Street
Middletown,
CT 06457
(800)833-3211
x1142
Customer Answer
Date: 05/19/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory.

Sincerely,

***** ********* ****
Initial Complaint
Date:05/09/2023
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.
On April 17th 2023, When I went to turn off my alarm, the keypad would not work. So I opened a door and the alarm went off. I could not shut it off. I received a call from the monitoring company and after giving all the security questions answered, I was asked if I wished to canc. the alarm and I said yes but I need help shutting the system off. They managed to get it to stop beeping but the system was still armed. Again the alarm went off and again I went through all the questions and answers and again explained I could not shut the thing off because the keypad was not working. The emergency person to call came over to see what the problem was because she had been notified of an alarm here. This after I told them to canc. the alarm. I called Safe Home and asked to talk to someone about the issue, and after several attempts I talked to a technician. He said he would disable the system until it could be repaired. The alarm stopped going off but soon started making a loud beeping sound. Again I called and in the mean time, the police showed up. Again this was after I said to canc the alarm. The officer was very nice and understood and left. I figured since the alarm was "disconnected I was safe. With the beeping going on, I looked at the control panel and it said battery. So I took the unit off to see about changing the battery and...the alarm went off. Again I had to go through the questions and answers on the phone and canc the alarm. I finally called and talked to a Bryanna who said she was a customer service manager, I was told I could not have anyone come out until MAY 10th. She told me they had a shortage of technicians that could come out. This is not my problem. This is Safe Homes Problem. Yet I am left with out an operating home security system. Bryanna said she would see if she could get someone sooner and would personally call me back the next day. She did not. I want out of my contract with this company.
Business Response
Date: 05/15/2023
Regarding the BBB complaint for ******* ******
complaint ID ******** filed by her son ****** ******. I spoke with
Mr. ******on 5/12 and he agreed to have our tech from *** come out to service
his mom alarm system. The appointment is scheduled for 5/16
9-1pm

Thanks,

Dale
S******
Dispatch
Manager

Safe
Home Security
1125
Middle St.
*********** *** *****
************* *****
Customer Answer
Date: 05/20/2023

Complaint: ********

I am rejecting this response because: We did not agree to this and after a heated discussion I hung up the phone. Safe Home did not tell me they were having a third party company doing the work. I asked the responding tech what I have to do next time it fails..he told me to call safe home and HOPE. Safe home is a Horrible company with even worse customer service.

Sincerely,

****** ******
Business Response
Date: 06/02/2023
Please refer to our previous response our stance has not changed
Customer Answer
Date: 06/05/2023

Complaint: ********

I am rejecting this response because: Their position has not changed and neither has mine. I will leave this complaint up so others who may look to the BBB will see this is a horrible company and they will stay clear of them.

Sincerely,

****** ******
Business Response
Date: 06/08/2023
Please refer to our original response, service was set and completed as requested by the client. Please mark this complaint as resolved.
Customer Answer
Date: 06/12/2023

Complaint: ********

I am rejecting this response because: My complaint has not been resolved and not only was I out of home protection for a month, Safe home still billed me for the month so this is an ongoing complaint. I want it on record with the BBB that this company and their customer service is horrible. I know they are not a member of BBB but I want it on file so others will know not to do business with this company.

Sincerely,

****** ******
Initial Complaint
Date:05/04/2023
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.
Customer Account #526585
I received a letter and bill from Safe Home Security due to stopping automatic draft from my bank account before the April 2023 payment was due. The letter requests a call to re-enroll in automatic draft or they will bill me on a quarterly basis and add several fees to the amount due for invoice processing and return processing. The decision to stop payment was based on a lack of response from them after numerous phone calls since early March 2023 to request a certificate of coverage for my annual homeowners policy discount as well as a copy of the contract they say I signed. I do not recall signing anything and their reps continue to say I am under contract for a few more years (has been over 1 1/2 years already). When a rep answers my call, they tell me they will send the certificate and contract to me via email or that they are experiencing high call volume and will call back in 30 minutes. I have yet to receive any documents or a return phone call from them after about 2 months. I want to cancel my service with this company and not be responsible for any further payment to them.
Business Response
Date: 05/17/2023
In response to BBB ID ******** for ******* ******;
Senior Account Executive, Teri N**** has reached out to the clients daughter
and POA ***** ****** regarding this matter.

Ms. ****** informed Ms. N**** that she has had
POA prior to the agreement being signed by the client in 2021.

Per company policy, we require a copy of the
POA documentation to close the account. Ms. ****** stated that she will get a
copy to us. At this time we are waiting to receive the documentation so that we
may move forward.
Customer Answer
Date: 05/22/2023

Complaint: ********

I am rejecting this response because:

A copy of the POA document was sent by my daughter ****** ****** via email to Teri N**** on May 17. Two additional follow-up emails were sent on

May 18 and May 19 asking Ms. N**** to confirm receipt of the POA document. There has been no further response from her as of today. If you want copies of the emails sent to Safe Home Security, let me know.
Sincerely,

******* ******
Business Response
Date: 06/05/2023
We have received the documentation and the account has been closed as requested.
Customer Answer
Date: 06/05/2023

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:05/01/2023
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.
We had an alarm system with *** ******** for my small business and home. In November 2022, my contract with *** ******** was transferred to SHS, Safe home Security, and it had been terrible. We constantly had false alarms at both of our monitored locations, triggering police and fire department response. It would always occur around 1 or 2 am, causing a lot of panic. I called SHS to get some feedback or a technician as why these false alarms were happening and I could never get answers. I do have a contract with them until October 2023, I have tried to buy it out or cancel the contract without any luck. I need some help in accomplishing this.
Business Response
Date: 05/17/2023
In Response to BBB ID ********: A final invoice in the amount of $168.48 was sent to the client on April 28, 2023. We at safe home security have yet to receive the final payment. Once the payment in received and posted on the account, we can finalize the cancellation. The final payment can be mailed to:
Security Systems Inc.
**** ****** ******

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

Or the client can call ###-###-#### to make the payment over the phone.

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