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

  2969 Irving St Riverside, CA 92504-4268

• 

  Safe Home Security Inc

  PO Box 502862 Saint Louis, MO 63150-2862

• 

  Safe Home Security, Inc.

  PO Box 1656 Sandy, UT 84091-1656

• 

  Safe Home Security, Inc.

  5900 S Eastern Ave Commerce, CA 90040-4017

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:09/12/2023

  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.

  We originally had a home alarm system with a company called ******** * back in 2017 and it was a 3 year contract. In May of 2021 none of our equipment worked anymore and we went with **** ***** system and I called in May to cancel since were were out of contract anyway. The company ******** * who had a billing company called **** out of **** at the time said please send an email with cancellation stating July 25th, 2021 would be the last and final payment to be debited from the checking account. I have proof of the email and cancellation. Fast forward to well over 18 months later and we start getting bills in the mail with the name ***** ****** and I returned to sender because that was not our mail. A few weeks later I get another bill addressed to ***** ****** so I call the business named Safe Home Security and the customer service rep was so rude and said no we are the company that bought out ******** * and we acquired all the clients and you owe money. I said No we do not have ******** * anymore and it was cancelled back in May of 2021 and final payment was received on July 25, 2021. The lady told me to email the proof of my cancellation and management would call me. I sent the email and nobody called me. I started getting more bills in addition to the ***** ****** ones that were addressed to ***** and I called and they said that we still owe regardless of my proof of cancellation with our previous company. I feel like I am being scammed into money and now they are threatening to send me to collections. I draw the line with that and will hire a lawyer if I need too. I hope you guys at BBB can help me get this all fixed and resolved because we have proof we owe nothing nor are clients of Safe Home Security.

  Business Response

  Date: 09/20/2023

  The account has been cancelled, with no further financial obligation 

  Customer Answer

  Date: 09/21/2023

  
  
  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:09/06/2023

  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.

  A sales person came to my door and walked me through a contract, but was lying to me about what was in the contract. I understand that I signed it and I’m responsible for it now, but had he been honest about what the contract actually stated, I wouldn’t have agreed to it. I was told and reassured that I could cancel at anytime and upon calling customer service, I was told I have a 66 month contract

  Business Response

  Date: 09/20/2023

  PLEASE BE ADVISED THIS HAS BEEN FORWARDED TO THE DEALER  TO REVIEW AND RESPOND. UPON RECEIPT, THE RESPONSE WILL BE FORWARDED. 

  Business Response

  Date: 09/20/2023

  PLEASE BE ADVISED THIS HAS BEEN FORWARDED TO THE DEALER  TO REVIEW AND RESPOND. UPON RECEIPT, THE RESPONSE WILL BE FORWARDED. 

  Business Response

  Date: 09/20/2023

  Please be aware that the account has
  already been cancelled since 9/13/2023 system was pulled by the tech 

  Thank you.

  Business Response

  Date: 09/20/2023

  Please be aware that the account has
  already been cancelled since 9/13/2023 system was pulled by the tech 

  Thank you.

  Customer Answer

  Date: 09/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Customer Answer

  Date: 09/20/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/06/2023

  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 have recently moved out of my house and I would like to cancel my contract with Safe Home Security. I have sent them everything they have asked for in regards to the contract. I am ready to buyout the contract and move on but they will not send me the final invoice. I keep getting the run around from customer service. All I want to do is end this contract and move on.

  Business Response

  Date: 09/13/2023

  The account has been paid and closed

  Customer Answer

  Date: 09/19/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:08/31/2023

  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.

  2021 change of address was never reported by the sales rep that assisted me with the transfer. I’ve been paying $39.99 a month for the past 2 years and just found out it’s not linked with my current residence and SHS won’t help correct it unless I sign a new contract with them for added years.

  Business Response

  Date: 09/13/2023

  In Response to BBB ID ******** for ******** ******: Senior Account Executive, Shane M**** has reached out and spoken to the client regarding this complaint. Mr. M**** sent the client a 13 month agreement with the proper address, the client returned the agreement signed. At this time we consider this complaint resolved. Should the client have any further questions, please contact Mr. M**** directly at ###-###-####.

  Customer Answer

  Date: 09/18/2023

  
  
  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.
  

   

  I very much appreciate your assistance in helping to resolve this.
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:08/22/2023

  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.

  Late April-Early May: contact company via phone to cancel services. I am told issues to be taken care of. Receive a bill, call again. Submit email, as requested. I was told issue would be addressed and a confirmation would be sent to me. Send follow up email as well as calls, neither are responded to. Receive another bill, return with hand written note that account was already cancelled, send it via US Postal Service. Receive another bill, to which I made calls that were not answered and voicemails left.
  On 8/19/23 received a letter via US Postal Service stating that this company is reporting my, in their mind, delinquent payment to the credit bureaus that will negatively effect out excellent credit rating. In addition they are demanding late fees as well as finance charges.

  Business Response

  Date: 08/25/2023

  The account has been cancelled without further obligation.

• Initial Complaint

  Date:08/22/2023

  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 company wanted me renew my contract with them for another 5 yrs. I verbal agreed, but changed my mind, because another company had a reduce rate and better service. I asked to see my contract and my signature and initials were not mine. It look like some one tried to copy it from other document. I’m trying to cancel these services with safe home security and they are telling me I will be breaching my contract with them and I have to pay out a lump sum of money. The signatures on the contract are not mine and I should not be held accountable.

  Business Response

  Date: 08/23/2023

  In response to BBB ID ******** for ********* ********. We have reviewed the account for the client regarding the matters stated in this complaint. Upon review of the account, we have located the call between the client and a Safe Home Security Representative from the day the agreement was signed on August 5, 2022. During the call, the client agreed to the terms of the renewal and confirmed the email address to where the agreement was sent and then returned to Safe Home Security signed. Per the terms of the agreement, there is a 3 day rescission period from the date the agreement is signed, where the client can cancel without penalty by providing a written notice. We at Safe Home Security did not receive a cancellation request from the client until July 11, 2023. At this time the client is being held to the terms of the agreement. Should they wish to move forward with the cancellation, they will be responsible for the early termination clause.

  Customer Answer

  Date: 08/24/2023

  My complaint was not addressed with the signature and initials on the contract not being mine. I have never initial my name like that and in my signature the “C” looks rigid and not smooth like I normally sign it and the “Y” is missing. Yes, I did agree over the phone, but that’s not my signature on the contract and based on ******* Law a verbal contract is not binding being longer than 12 months. I have also sent an email to Safe Home Security, August 21,2023, stating to remove me from autopay immediately. I have better service with other company. 

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My complaint was not addressed with the signature and initials on the contract not being mine. I have never initial my name like that and in my signature the “C” looks rigid and not smooth like I normally sign it and the “Y” is missing. Yes, I did agree over the phone, but that’s not my signature on the contract and based on ******* Law a verbal contract is not binding being longer than 12 months. I have also sent an email to Safe Home Security, August 21,2023, stating to remove me from autopay immediately. I have better service with other company. 
  
  Sincerely,
  
  
  
  ********* **************

  Business Response

  Date: 08/30/2023

  Please refer to our previous response. We have nothing further to add. 

• Initial Complaint

  Date:08/21/2023

  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.

  SHS products don't work correctly. I called and they said they don't have a service representative in my area. Looking to hire a new Rep and would send the rep as soon as they hire one. It's been 2 months. I called them to cancel and the office pro said I was under contract until 2025. They gave me a free month of service and said I couldn't cancel my contract. They also said they don't offer a buy out. My alarm arm's itself somehow and doesn't work the other times. I want to CANCEL MY CONTRACT. Bottom line SHS is a joke. I regret doing business with them.

  Business Response

  Date: 08/25/2023

  Service was completed on 8/22/2023

  Customer Answer

  Date: 08/26/2023

  
  
  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:08/18/2023

  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.

  During my marriage, my husband (****** ** *******) and I signed up for service from Safe Home Security 2016-2021. When it was time to renew the contract, I did not want to but my ex-husband did, so he signed the contract alone. That contract, solely in his name, runs from 2021-2026. We have subsequently divorced. He no longer wants to pay for the service; I do not want the service. I reached out to the company to ensure that my name was not on the contract. I was provided a copy of the contract on June 9, 2023 by Teri N****.
  
  I continue to live in the home. We have both reached out to the company to cancel service through the Early Cancellation clause which states in full: "Client may cancel prior to completion of primary or renewal term upon receipt of ninety percent (90%) of the unpaid contract balance. All cancellation requests must be in writing."
  
  However, customer service reps (Amaya, Graziel) insist that this is not current policy and that cancellations may only be made as a result of sale of home and/or death of client.
  
  I just want the policy to be cancelled according to the terms of the contract- which allows cancellation upon payment of 90% of the unpaid contract balance $47.97/month including tax (per the invoice) which is $1678.95 and with no additional requirement or reason. The company will not transfer me to anyone else and insists that I cannot make any change since I am not on the contract. (As per my settlement agreement, I am solely responsible for costs of the house, but I do not believe that this falls into that category. I do not want my credit to be impacted since my ex-husband refuses to honor the contract or to pay the buyout amount and I am afraid that the company will require me to continue to pay or put it up for collections.)

  Business Response

  Date: 08/21/2023

  The buyout will be accepted upon receipt of the deed to house showing ownership was transferred to ******** *****. At that time, the payment  can be accepted for early cancellation 

  Customer Answer

  Date: 08/21/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the contract does not require proof of sale for early termination. Per the signed contract  early cancelation is provided for with a buyout cost of 90% of unpaid contract balance. No additional requirements were provided in the contract. Although they state that their policies have changed, the signed contract supercedes the change in policy.

  Please obtain the balance remaining to the company and provide it to the policy holder as noted on the contract.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 08/25/2023

  You can not close the account, due to it is not in your name. We can not accept your payment to close the account since it's in your ex husbands  name. Therefore, either he can pay it off, or you can provide the documentation  showing you are the owner of the home 

• Initial Complaint

  Date:08/18/2023

  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.

  I called Safe Home Security (SHS) customer service in June to cancel my service. When I stated my name and that was calling to cancel my service the person hung up before I could provide my account number or any information. July 30, 2023 I sent in writing to Craig J****** at SHS the request to cancel my service as I was told this is what needed to be done to cancel SHS service. After which, I started receiving emails from Griselle M**** with Safe Home Security stating she is the account manager and she needed to speak with me regarding my cancelation request and I needed to reach out to her at ###-###-####. I do not want to discuss anything with her as I know they will attempt to sell further services. I have sent multiple emails now requesting to cancel my service with this company and they continue to send the same email back stating I must speak with them regarding my concern. Now I have received an invoice for payment of $214.00 for continued future service from 8/1/2023 - 1/31/2024 and the payment due date is 8/20/23. I think they are taking advantage of me since I’m elderly. I simply want to cancel my service and no longer want to deal with this security company. My Customer ID: ******, invoice # *******

  Business Response

  Date: 08/18/2023

  Your cancellation request has been recorded.  You have a 3 year agreement ending in January 2024.  As soon as you pay the August invoice for the last 6 months of the agreement there will be no further obligations beyond that point.  The account will close automatically in January.

  Customer Answer

  Date: 08/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I paid through my 3 year contract and do not want to have any further contact by SHS however, I was told when I made payment I must call back in January to ensure my contract is canceled.  This is unacceptable!  The contract should automatically cancel per my request.  Why should I have to call back 1/31/2024 to be sure SHS has canceled my service when they state my request is noted!  This is so frustrating.  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 08/25/2023

  The contract went from 2021 to 2024 (3 years).  We have marked your cancelation but you must pay through January 2024.  That is what is owed on the obligation.  

  Customer Answer

  Date: 08/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Please re-read my response dated 8/25/23.  Your response dated 8/25/23 does not answer my complaint as to WHY I must call SHS back 1/31/24 to ensure my account will be canceled.  I should NOT have to continually follow up when I have made multiple attempts in writing to my need to cancel when this process should be automatic.  I made my last payment through 1/31/2024 on 8/18/23 online.  
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 08/31/2023

  You don't need to call it's already marked but you do need to pay your last installment.

• Initial Complaint

  Date:08/14/2023

  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 have an existing contract with Safe Home Security that was purchased from **** ********. I paid in advance for a year to expire in Sep 2023 (cannot confirm this date - the SHS site is inoperable).
  
  I received an errant invoice in July 2023 - the contract was already paid so I contacted SHS and stated that I want to cancel the contract.
  
  The invoice requested that I test the system. So I tested the system and ...there was no communication between my system and SHS. I also note that in the past when the alarm went off, there was never a call back to our home. So, putting these occurrences together, it was clear that I was paying for monitoring services which were not being delivered.
  
  I contacted SHS to discuss the billing, my contract and the lack of monitoring services on July 18, 2023 via text at 10:20 am. I discussed these issues with Ayanna M*****. She said she could see some actions from my home (e.g., open doors) but received no alarm notice. I performed the test multiple times with Ayanna on the phone and nothing was received by SHS so there is confirmation that SHS was not performing monitoring services ...likely since the beginning of the contract. So Ayanna scheduled a visit of a technician on July 25, 2023 at 11 am.
  
  Believing that the issue would be resolved, she convinced me that I should sign up for an extended (5 year) contract with an added warranty service. My contract customer number is ****** and signed on July 21, 2023 which states that SHS will perform monitoring services. I also signed up for a monthly bill but on 08/06/2023 I received another errant invoice for $383.94.
  
  The technician was a no show. I contacted SHS and the soonest the only technician could arrive was in a month due to his vacation.
  
  SHS is in breach of their contract for failing to supply a material service - monitoring and they have also failed on their warranty promise.
  
  I seek reimbursement for all past payments and immediate contract cancellation without penalty.

  Business Response

  Date: 08/23/2023

  In response to BBB ID ******** for ****** ******* Safe Home Security Senior Account Executive, Tori A******** has been in contact with Mr. ****** regarding the matters stated in this complaint. A service appointment has been scheduled for August 30th for the system to be inspected, at this time we are able to confirm that the system is and has been communicating to the monitoring station. We have also requested a 3 month credit on the account for any inconvenience this may have caused. Should the client have any further questions, please contact Ms. A******** directly at ###-###-####.