Complaints

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

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Safe Home Security, Inc. has 33 locations, listed below.

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• 

  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  37 N Blossom St E Providence, RI 02914-2728

• 

  Safe Home Security, Inc.

  3630 SE 85th St Berryton, KS 66409-9557

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security 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:04/28/2023

  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.

  SHS Acct: ******
  Name on the account: **** ******
  Address on the account: *** ******** ***** ****** ******* ** *****
  Phone on the account: ###-###-####
  
  My name is ******* ************ and I am the court appointed executor of my mom's estate. My mother, **** ******, passed away in December 2022. On February 13, 2023, I notified Safe Home Security (SHS) by email and phone of my mother's passing and to please terminate the SHS's sevice that my mother had as I will not be needing the services anymore since I will be selling my mother's house. I also provided SHS a copy of my mother's death certificate. My mother was the only person on the SHS account.
  
  On February 15, 2023, a SHS customer service representative, Damir C******, responded with the following statement, "Thank you i will have this posted onto the account".
  
  On February 27, 2023, I saw a charge on my mother's credit card for $51.99 from SHS. I immediately called SHS about the charge and they asked me to reopen the ticket with Damir C****** and let him know of my concerns about the charge on my mother's credit card. After contacting Damir by email (on February 27, 2023) stating my concerns about the credit card charge, days went by with no response. On March 17, 2023 I contacted Damir again by email asking why was there a charge on my mother's credit card if the account has been closed. On March 27, 2023, Damir finally responded and said "Hi thank you for sending in the death certificate, the cancellation request has been put on your account, the account should close in a few days".
  
  After noticing another charge of $51.99 on my mother's credit card on April 27 2023, instead of contacting Damir, I called SHS. SHS put me on a waitlist and said someone will return my call in one hour. Four hours have passed and no one has returned my phone call. It has been difficult to get in contact with someone at SHS to understand why SHS keeps charging my mother's credit card. I need answers immediately.

  Business Response

  Date: 04/28/2023

  The customers death certificate  was received in March, and account was sent for cancellation. While going through the cancellation process, another payment was automatically deducted from the account, in the amount of 52.98, in April. A refund will be issued, upon an address to send it to. The account has been cancelled, with no further obligation. Please accept our condolences for your loss.

  Customer Answer

  Date: 04/30/2023

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

  First, the automatic payments to my mother's credit card should have ceased after I submitted the death certificate in February 2023.  I'm not sure why my deceased mother's credit card got charged in March and April.  Does the cancellation process take 2 months?  Second, I'm not sure why you need an address to send the refund.  Can a refund for March 2023 and April 2023 be applied to my mother's credit card?  If SHS mail a check made out to my mother, **** ******, I would not be able to deposit a check because the SHS account is only in my mother's name. 

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

  Business Response

  Date: 05/02/2023

  Per the customers account notes, it states we received the death certificate in March, when service was still being provided. Regardless, we will offer a refund for two months, representing March and April. which will be refunded back on the credit card we have on file. 

  Customer Answer

  Date: 05/07/2023

  
  
  Better Business Bureau:
  
  
  I submitted my mother's death certificate to SHS on February 13, 2023 (which is shown in the attached screenshot).  So the service should have ceased soon after.  Please see the original attachments to this complaint to view the entire email thread.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I will await the refund for March and April 2023 to my mother's credit.  If the refund is not on my mother's credit card within 2 weeks, I will reopen this complaint.

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

• Initial Complaint

  Date:04/24/2023

  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.

  this company is not serving my property any longer because I move to another property, but they want me to continue to pay for service on a property I no longer on. There reasoning is I have a six year contract with them even though they are not serving my new property. I think this is wrong for a person to just give someone $100 dollars a month and they are not getting anything for it.
  
  
  regards
  **** ******

  Business Response

  Date: 04/26/2023

  To whom this may concern

  This customer's original agreement was in 9/2/2019 at **** ***** ** ***** **** *** During which the customer has signed multiple agreements for additional coverage with warranty and also adding equipment. On Many occasions this customer had a technician service the customer equipment making sure their system was working optimally. On 01/07/2022 an agreement for 60 months was signed for a system move from 2219 Logan Dr. to 212 Arnage Dr Hutto TX. This customer was also afforded multiple credits for issues that they we experiencing. If the customer no longer lives at *** ****** **** the customer has 2 options. We can do another system move  to their desired location or the customer would need to pay a 90% obligation to close the account, the amount to close would be $3,795.26 once this settlement is paid our company will close this account with no further obligation. Please contact us at ************* to assist you further.

  Thank you for your assistance

• Initial Complaint

  Date:04/13/2023

  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.

  Customer states in July of 2022 a man came to the door to sell a home security system which included a fire system and a button to wear around the neck for medical purposes. She signed up for it and it didn't work properly immediately. She tried calling several times and left messages and never received a return phone call. Is paying $35.99 per month. The contract is for 5 years. One situation where the medical alarm went off the paramedics showed up for no reason. The system is faulty.

  Business Response

  Date: 04/13/2023

  To whom this may concern

  This customer initially signed an agreement on 7/6/2022 66 months which I will attach to this response . After reviewing this account I do see where this customer has run into some issues with the system. I see on 1/11/203 emergency services were called and dispatch along with other dates the system has went off. Although I see that there is a small past due invoice on their account, our company is willing to waive their balance after a technician has completed a service to address the issues they have been having. We are willing to fix or replace any faulty equipment so that the customer's system is working optimally.

  Please do not hesitate to call ************** ** ****

  thank you for your assistance

  Customer Answer

  Date: 04/17/2023

  
  
  Complaint: 19931113
  
  
  
  I am rejecting this response because:Safe Home Sevurity told me on Aril 4 that they would not repair system until I bought a service warranty butbthey would not explain the different levels of warranty they had or their prices.  I was told theybwould wavevthe late charges. I did not realize my credit card was not accepting to pay my monthly charge forbthe security system

    I agreed to pay the lastv5 monthly payments.  I disagree that if I should purchase a service warranty that it would constitute a NEW contract and the new date would then be 5 years from that date instead of original contract date of July 2022.  I am so frustrated that this company does not answer there phones (unless you are able to sit on hold forb45 min

   Or more)  i triedvto cancel within the 3 days required but they never answered the phone.  Apparently I am stuck with this service.  There are ither complaints too numerousvto list

    they never sent me my contract certificatebuntil april ofv24.only after they noticed they were not getting their payments.  THEN they called me.  I agreed on April 4 when i was speaking to their rep.George that i wantedbto change the date of payments to 17th of the month to assure there would be money available to complete monrhly payment.  
  
  
  
  Sincerely,******* ********
  
  
  
  ******* ********

  Business Response

  Date: 04/18/2023

  To whom this may concern:

  Our company is willing at no charge to fix and replace any faulty equipment. As I stated before the $89 charge will be waived for this one-time service call.

  If this is not something you are interested in a settlement of 90% of the remaining months would be required in order for our company close this account with no further obligation

  Thank you for your assistance

   

  
  

• Initial Complaint

  Date:04/13/2023

  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 the Power of Attorney for my mother- she is legally blind and is with me as I write this complaint.
  On 11/7/2020 she was visited by a salesperson from Safe Home Security and was told that she needed to switch security companies because the other was going out of business. She was 79 at the time and couldn't see to read the contract. A previous contract she had was with ******** and it was a month to month contract. My mother believed that she was entering into the same type of agreement with SHS. The contract with SHS was a docu sign, something she could not read. Based on the conversation she remembered having with the sales person, he assured her it could be cancelled anytime.
  In December of 2021, her partner died. In June 2022 she fell and broke her femur. She lived in a two story house and she was forced to relocate into an assisted living facility where she now resides in ******. Her house sold on 10/4/22.
  She had been in contact with SHS to inform them of her move and to attempt to cancel the contract.
  I was then in contact with an employee at SHS, in November 2022 to inquire about cancelling a contract for a house that is being charged for monitoring but that is no longer owned by her. The rep assisted in cancelling the automatic payments which had been deducting money from my mother's account. However SHS did not allow us to cancel the contract due to our circumstances of having to move because they said we could take the monitoring equipment and use it in ******. My mother lives at an assisted living residential facility that does not need home monitoring equipment.
  The contact, that I can read and she cannot, states it is a 66 month contract. She still receives a bill every month with monitoring fees for a home that she wishes she could still live in but can't and does not.
  We have not received anything in writing explaining what she would need to do cancel her contract, only monthly bills with late fees even though we asked repeatedly.

  Business Response

  Date: 04/13/2023

  We would need your mothers name and previous address to locate the account.  All contracts have a clause in section 4 that if a client sells the home or cancels early 90% of stated terms are due.  The circumstances surrounding the cancellations are private and irrelevant as the agreement is based on a profitability Metrix.  

• Initial Complaint

  Date:04/03/2023

  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 had a lot of issues with this company. I have never missed a payment and there were numerous times that my alarm system was not monitored. Every time I called in the past to get the alarm system serviced; they would tell me that I had to sign a DocuSign to authorize the services to be completed so the technician can service the alarm system. They secretly signed me up for another 5-year contact that I never authorized. This is fraudulent and this company has falsified documents that I never agreed to. I never agreed to another 5-year contact. I have been trying to cancel this alarm system company for years. The last straw was last year, October 2022. I called this company again because my alarm system was not working and wasn't registering to the dispatch center again for a low battery. The alarm system was plugged into the electrical wiring in the wall but would display a low battery every 3 months. I told the customer service rep that I wanted to cancel. They insisted that I have a technician come out to fix the alarm system again. I set the appointment for the technician to come out. The technician was a no call/no show. I called the company to speak to a supervisor. They sent me to someone's voicemail. I left a message and waited a week. No one called. I called customer service again to speak to a supervisor. The customer service rep put me on the phone with another customer service rep that claimed to be a supervisor. They were extremely rude and were egging the whole situation on. Then I was hung up on. I called back to speak to a supervisor again. I was sent to a recovery line. Then the person said that I had to write a letter and ended up giving me the wrong address so I couldn't cancel. In ended up complaining on the company website. That was the first time in months that I was contacted about the issue. I thought this was resolved. Now this is on my credit report. I never received any bill or calls about any payments due. This is fraudulent.

  Business Response

  Date: 04/17/2023

  In response to BBB ID ******** For ****** *****:
  
  Senior Account Executive A***** Boynton has been in review of this complaint for Ms. *****.  Ms. A***** spoke with Ms. ***** and this matter will have to
  be further investigated. Ms. A***** will be reviewing the call from the conversation
  with the previous representative from 8/17/2020 to see what was said in regards to the agreement that was signed. Ms.
  A***** will be following back up with Ms. ***** with an
  update.

• Initial Complaint

  Date:03/31/2023

  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.

  when I moved into my house 2021 an ******* sales person was going door to door. I had them install a security system. The first year they did service the system. I tried to contact them in November, 2022 and found out they closed without notice. I then found a monthly bill had been processed starting in December that after much research found was going to Safe Home Security. After no return calls for over a month finally received a call back claiming I had a contract with the until 2016. I signed no contract with them and received no notification or information regarding this. It appears the closest location is in ****** **** which is 4 hours from my home.

  Business Response

  Date: 04/11/2023

  In Response to BBB ID ******** for ***** ********: Senior Account Executive, Lynda C******, has been in contact with the client regarding this complaint. We have attached a copy of the agreement that was signed in 2021 when the client was signed up with Safe Home Security dealer, *******, ***. Ms. C****** informed the client that we are more than willing to send a technician to service the alarm system. Should the client wish to move forward the the cancellation of the account, they would be responsible for the early termination fee. 

• Initial Complaint

  Date:03/22/2023

  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.

  RE: SAFE HOME SECURITY SYSTEM NUMBER: ******** At the end of January, 2023 - first of February, 2023 my Safe Home Security system (set to "Stay") began going off every day in the early morning hours indicating there was tampering with the glass in my living room. I had difficulty reaching Safe Home Security but finally, when I did, I spoke with a gentleman by the name of "Memphis" who seemed knowledgeable and helpful. He gave me his personal number so I could easily reach him (*** *** ****) and scheduled a March 16 appointment to have a service person come and check out my entire security system. I could not use my system. Meanwhile, I was receiving numerous DAILY emails from SHS saying "Living Room Glass Bread reported a tamper" and then another "Living Room Glass Bread reported an end of tamper" clogging my email. I had no ability to use my security system. Due to the many nearby home invasions and feeling insecure, on March 10, I called SHS again and finally spoke with "Bill S******" Customer Service X**** who disabled the Living Room glass break monitor which allowed me to use my security system. Why didn't "Memphis" do that earlier????? March 16 finally arrived and the SHS repairman was due to arrive between 9:00 a.m. and 1:00 p.m. I received a phone call at 10:00 a.m. o March 16 from Kimberly of SHS saying the repairman would not be COMING and to reschedule, I was to call their office the following day. I did not call. I am fed up with their unprofessionalism, lack of service and customer care. I do not feel I am indebted to them for the past two months' service nor should I be held responsible for the balance of this contract should I decide to seek reliable security services.

  Business Response

  Date: 03/23/2023

  Spoke with Mrs. ******** and we have scheduled a hard date and time for 3.30.23 between 1-5. Part is being shipped to customer home, so we can replace the defective part on the system. I also credited the account two months for the inconvenience. 

• Initial Complaint

  Date:03/21/2023

  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.

  A salesman came to my home pretending to be *** personal and was updating my system. He talk about my old system and said because I needed 5g that *** needed to upgrade. Upon installing and I needed to call *** for more information. I then found out that it was not them that upgraded. I immediately called the Installer and salesman Daniel. Who acknowledged that he told me he was *** upgrade department. I told him I wanted to cancel and forward a cancellation letter to Safehome. I have emails that acknowledgment of cancellation form Safehome and I have copies of my texts to both the installer and salesman along with a video of the salesman at my home with his pitch! That was all a fraud!
  I sent letter,texts and emails with calls to cancel . It was acknowledged by Safehome email and text from Daniel that my cancellation was applied. Now I am receiving calls and invoices saying I owe them 5 years money when they have not been monitoring at anytime for me. This system has been boxed up awaiting pick up. Please stop scamming!

  Business Response

  Date: 03/23/2023

  Regarding: Complainant: ******* ****** & **** ******
  Your Record Number: ********
  Dear *** ****:
  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 and the complainant for allowing us to review and respond
  to their complaint. I will present our company's stance on the matter in the ensuing paragraphs of this response.
  We have carefully reviewed the complainant's account history with our office. 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
  the 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 and covers topics such as the terms of their
  agreement, financial obligations, and the lack of a relationship between Safe Home Security and their previous
  security provider (if applicable). 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. All customers of
  Safe Home Security must complete a pre-installation and post-installation survey both of which are recorded.
  To provide a response to 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 issues involve the complainants’ claim
  that the Safe Home Security representative was affiliated with their previous alarm security service provider. The
  complainants further claim that our representative mislead them into signing a new agreement with Safe Home.
  Some of the survey questions pertaining to this topic include the following:
  Question - “Do you understand that the initial term of your agreement is the number of months listed below?
  66
  Answer – The complainant Responded “Yes”
  Question - “Do you understand that the monthly monitoring rate is the monetary amount listed below?
  $54.99
  Answer – The 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 – The complainant Responded “Yes”
  Question – “Do you understand and acknowledge that your first payment displayed below is due and
  payable at the time of the installation of your security system?” $54.99
  Answer – The 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 – The 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 – The complainant Responded “No”
  Question – “Do you currently have an alarm system installed in your home?”
  Answer – The 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 – The complainant Responded “No”
  We wish to acknowledge that had the complainants provided a different response to the previous question, we
  would have asked certain follow-up questions to clarify that Safe Home Security has no affiliation with the
  complainant's current alarm service provider and that it is ultimately the complainant's responsibility to cancel their
  current security provider. However, since the complainants indicated that their system was not being used, these
  questions were not asked.
  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. Thank you for taking the time
  to review our response.

   

  We appreciate the Complainants’ concerns regarding the receipt of bills from two different alarm security
  companies. To assist the Complainants, we require certain documentation to proceed. Specifically, we would
  request an official copy of the final bill from the other alarm company indicating the total amount owed and
  a copy of the Complainants’ agreement with the other alarm security company.

  We wanted to further advise your office that according to the complainants’ agreement with our office, the
  Complainants had three days to cancel their agreement for any reason; However, the request to cancel was made
  after the expiration of these three days. Although it has been alleged in the complaint that a cancellation notice was
  sent within the 3-day right of the rescission period, our office does not have any record of receiving such notice. If
  the complainants wish to provide evidence of the written cancellation letter sent within the 3-day right of rescission
  period, our office is more than willing to review such documents. Due to the absence of this document, we cannot
  agree to prematurely 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 Complainants 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

   

   

• Initial Complaint

  Date:03/17/2023

  Type:Delivery 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.

  They sold me a security system with the promise of cameras. Cameras were never delivered after 3 months of trying to contact them. I decided due to them not fulfilling the contract to cancel service. I have called a total of 8 times and emailed. Submitted several cancel request and still keep getting charged. No one will return my call.

  Business Response

  Date: 03/30/2023

  The complaint has been forwarded to the dealer, for review 

• Initial Complaint

  Date:03/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company’s customer service department is terrible. We have been trying to get our home alarm repaired for several days. On 3-15-23 a service tech came out and made the issue worse than it was. Now he is saying it’ll be about a week before he can get it right. We have very low confidence in his abilities. And we are not sure if our home has protection or not. He says he is the only tech in the state. We renewed our contract with this company in October of 2022. This company purchased alliance security with whom we contracted with in 2016. On 3-13-2023 we changed the contract to include labor repairs. They sent us a new contract with that beginning date. The contract says we have 3 days to cancel. We tried to cancel today and were told we would have to pay 90% of the remaining contract. The service reps say they will return calls but they don’t always do so. Again I did send and email and left a voicemail asking to void the contract at no charge.
  Thanks.

  Business Response

  Date: 03/28/2023

  ***** **********
  
  ****** ******** ******* ****
  ** ****** ****
  ********* ** *****
  
  *** ***** **********
  ******** ****** ******** ***********
  
  **** ******* *****
  
  This is in response to Complaint ID ********. We have
  reviewed the account and confirmed with Mr. and Mrs. ********** that service
  has been rendered and we have reached a resolution for the complaint at hand. Mr.
  and Mrs. ********** have also decided to renew their contract with Safe Home
  Security and add a warranty to their account for future services. I have
  provided my personal contact information to Mr. and Mrs. ********** including
  my email, texting line and phone extension.  If you have any questions or concerns, please
  do not hesitate to contact our office via the information provided below.
  
  
  Sincerely,
  Brianna
  M******
  Quality Assurance Representative
  Safe Home Security
  ************** **** ****
  ******************

  Customer Answer

  Date: 03/29/2023

  
  
  Better Business Bureau:
  
  
  This is without any doubt the most unscrupulous company we’ve ever worked with. I understand we are obligated to complete our contract or pay a 90% of the balance. Not much of an option. The company canceled the updated contract with out discussing with me the details. They basically only canceled the labor portion instead of the entire contract. We are signing the new contract only to avoid labor charges. Our alarm is still not working 100%. Their labor charges are fairly high. I do find it odd that they can install parts that fail and the are able to charge customers to fix. The only positive thing is that Brianna is communicating with us. Something no one else in that company was able to do. We are not satisfied with the outcome, but it looks like we have to live with it.

  thankyou,
  
  
  
  ***** **********