Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

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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

519 total complaints in the last 3 years.
225 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:08/14/2023
Type:Product 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.
On August 7th I received a text stating “Low Battery: Control Panel”, I did not experience a power outage, so I called Safe Home (###-###-####). I reported that I received a text saying there was a low battery for the control panel. The staff member I spoke with checked the system, and confirmed there is indeed a low battery, and I would continue to have this problem if it is not replaced. I paid $40.00 over the phone for the battery. The staff member informed me that I am scheduled for a mechanic to come out on 08/28/2023. On 08/08/2023 the battery died, as a result, my security system has been offline for five days. I contacted Safe Home Security on 08/08/2023 and reported my security system was not working due to a dead control panel battery. I provided the service ticket number (******), and asked if I could be reimbursed for the days the security system is offline. The staff member placed me on hold to speak to a manager about my situation. The staff member returned; I was told there was nothing Safe Home could do. I was also informed that Safe Home cannot expedite the service to have my system restored.

I am very disappointed with the length of time it is taking to restore my service. I believe that Safe Home Security could have done more to expedite the restoration of my service. I also believe that I should not be charged for the days that my security system is offline. I am requesting that you prorate my monthly bill for the days that my security system is offline.
Business Response
Date: 08/22/2023
In response to BBB ID ******** for ****** *******, As requested by Mr. *******, a credit was requested for one month free of service due to the client not being able to use there alarm system. Please allow up to 30 days for the credit to be applied to the account.
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:08/08/2023
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 emailed them from my grandmother's email saying that we dont want the service anymore for the reasons of :all it has been good for is having law enforcement come when it's not needed,they said they would cancel the old security systems service for her and they have not,they came to a 55 and older community where soliciting is not aloud and walked to the back of the property to sell there service to my unsuspecting,worked in the sun too long, grandmother and made promises that were not kept,and now they just sent a $300 dollar bill to her....they have not been responsive to the emails saying that we no longer need or want there service
Business Response
Date: 08/08/2023
What is your grandmothers name and address ?
Initial Complaint
Date:07/28/2023
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.
The company Safe Home Security (***** ****** ******* ******** ******* ** ****** ** ******** ********* ***.) purchased my security alarm provider *** ******** in late 2022. The change of service and lack of use of the alarm prompted our family to cancel our alarm service contract in January 2023.

After I submitted the cancellation notice, I experienced a lack of communication and follow-through from SHS, as well as inconsistent explanations, and responses containing numerous factual errors such as an inexplicable contract end date.

Because of timing of their invoicing and our cancellation, by my calculation we overpaid SHS by $40.05 on our final invoice.

The company has refunded $27 of an overpayment, they still owe me $13.05.

Despite my numerous requests in writing for validation, SHS provided no argument to my refund calculation nor any documentation as to why they only refunded $27. Until I receive the full amount due to me, I will consider the lack of a full refund as theft or fraud on the part of SHS.

I've attached a timeline of interaction with SHS, Inc. since I submitted the cancellation request.
Business Response
Date: 08/01/2023
Please be advised this is a duplicate complaint, which was also filed with the ** ******** ********* ******* Please be further advised a refund in the amount of $13.05 will be refunded, per Mr. ******** request. Please allow 7-10 business days for receipt.
Customer Answer
Date: 08/02/2023

Complaint: ********

I am rejecting this response because:
I appreciate the promise of the refund of my $13.05 overpayment and look forward to receiving it. I cannot consider this matter closed until this payment is received. SHS has promised follow-up actions in the past only to not follow-through.
Upon receipt of the payment, I will accept this response and resolve this complaint with the Better Business Bureau.
Furthermore, given the history of SHS's investigation by the *********** ******** ******* and sanctions imposed, I found it appropriate to notify them of the ongoing issue. I told SHS on July 14 that unless they provided information about the remainder of my expected refund, I would notify the ***** * *********** *** and licensing agencies; I received no response from SHS so I acted.

Sincerely,

**** ******
Business Response
Date: 08/03/2023
THE $13.06 REFUND REQUESTED HAS BEEN APPROVED AND ISSUED. THIS MATTER IS CONSIDERED RESOLVED AND CLOSED
Customer Answer
Date: 08/14/2023
I received the promised payment on 14 August 2023.
I consider this matter closed with the BBB
Initial Complaint
Date:07/27/2023
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 repeatedly reached out to Safe Home Security (SHS) to cancel my security service (Account # ******). I first sent an email on July 21, 2023 requesting cancellation.

The contract includes an Early Cancellation provision that states: "Client may cancel prior to completion of primary or renewal term upon receipt of ninety percent (90%) of stated terms. Applicable for sale of home, death and transfers. All cancellation requests must be in writing."

The sale of my home at **** ******** *** ************* ** ***** on July 21, 2023 qualifies for Early Cancellation. This is a matter of public record, and I also provided documentation showing that the home was sold.

The stated terms of my contract are 60 months, with a beginning date of September 20, 2019 and an end date of September 19, 2024. Ninety percent (90%) of that term would be paying through March 2024 (month 54 of 60). I have already been billed for August 2023. With my monthly charge of $47.49, the cancellation fee is $332.43 ($47.49 x 7 months - September 2023, October 2023, November 2023, December 2023, January 2024, February 2024, March 2024).

Despite the cancellation fee amount of $332.43 being confirmed via email by a SHS employee on July 27, 2023, their latest tactic is to claim that I must pay 90% of the remaining term rather than 90% of the stated terms, despite the contract clearly stating “…ninety percent (90%) of stated terms.”

This company has a long history of deceptive and predatory business practices. They have a multitude of complaints filed against them through ***, and the ******** ******* ** *********** filed a $5 million stipulation judgment against them.

Please see attached for my contract with SHS, my emails to them requesting cancellation, an email from them confirming the correct cancellation fee amount, and documentation showing that my home was sold on July 21, 2023.

My request is to cancel my service and pay the cancellation fee agreed to in the contract ($332.43).
Business Response
Date: 07/28/2023
There are 13 payments left x $47.99. We accept 90% to close = $561.48
Customer Answer
Date: 07/28/2023

Complaint: ********

I am rejecting this response because:
Safe Home Security is not honoring the contract. Please see the previously attached contract for your reference. The contract refers to "stated terms." It does not refer to "remaining term." This is a very important distinction. The Early Cancellation provision in the contract states: "Client may cancel prior to completion of primary or renewal term upon receipt of ninety percent (90%) of stated terms. Applicable for sale of home, death and transfers. All cancellation requests must be in writing." Safe Home Security is attempting to change the legal definition of "stated terms." To help them, I've included a resource below regarding the legal definition of "stated terms."
From Law Insider - "Stated Term means the period from and including the date of execution and delivery of this Agreement to the Stated Termination Date."
The stated terms of my contract with Safe Home Security are September 20, 2019 through September 19, 2024. Ninety percent (90%) of that term would be paying through March 2024 (month 54 of 60). I have already been billed for August 2023. With my monthly charge of $47.49, the cancellation fee is $332.43 ($47.49 x 7 months - September 2023, October 2023, November 2023, December 2023, January 2024, February 2024, March 2024).
If the contract said "remaining term" rather than "stated terms," then the response from Safe Home Security would be accurate. However, the contract does not say "remaining term." It says "stated terms." Which means that Safe Home Security is inaccurate, and they are illegally attempting to extort money from their consumer.
If they remain unwilling to honor the contract, I will file a consumer complaint with the State Attorney General that will serve as a predicate to a lawsuit. Unfortunately, I doubt I'm the first person who Safe Home Security has tried to trick into paying more money than is contractually required.

Sincerely,

******* *******
Business Response
Date: 08/02/2023
We will accept the $332.43. The account has been adjusted to reflect this balance. Once paid the account will close automatically with no further obligation.
Customer Answer
Date: 08/08/2023

Better Business Bureau:

Contingent upon Safe Home Security following through on cancelling my account, I accept their response. I made the last payment of $332.43 on August 4, 2023 and am awaiting cancellation confirmation.

Sincerely,

******* *******
Initial Complaint
Date:07/27/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
a rep. Jamon C**** with safe home ****** ***** home, signed my 86 year old mother for a security system a 5 year contract she did not understand and now they wont let her out. the rep. was unclear about terms she signed and did not know it was a contract.,
Business Response
Date: 07/27/2023
Need her name and address please
Initial Complaint
Date:07/26/2023
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 3 year contract is over and l I sent in a letter to cancel but they keep charging me . I want the account cancelled and a refund
Business Response
Date: 08/08/2023
The account has been closed with no further obligation.
Initial Complaint
Date:07/24/2023
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 am the POA for my mother. She used this company for monitoring her security system at her house. The system has not been used for 3+yrs. Two years ago the phone service was cancelled, the system was removed.
She has not lived at the property for two years. The property is now for sale.
This company has not provided a service for the ensuing time. I have requested termination of the contract. They offered a buyout. There are no funds to throw away for that. She is 92 years old, living in an assisted living facility. Safe Home Security is taking advantage of an elderly woman with mental degradation.
Business Response
Date: 07/24/2023
need something to identify this account. Your moms name, home address in question or account number ?
Customer Answer
Date: 07/25/2023
Account is for
****** *******
*** *********** **

******** ** *****
Business Response
Date: 07/25/2023
We are sorry to hear about your circumstances. We can accept payment up to the date of sale and release the remaining months after that on the agreement.
Customer Answer
Date: 07/26/2023
The house is under a cash contract.
I'll pay amount of last billing.
Business Response
Date: 07/26/2023
$873.81 is the current balance we will accept that. I will have the collection representative assigned to the account contact you today to settle it.
Customer Answer
Date: 07/26/2023

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:07/21/2023
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.
I emailed a cancelation letter to safe home security - agent called back asking why i would like to cancel- agent tried to convince me to renew for another 3 years at first i was going to but then changed my mind - now safe home sec is stating that I did signed a contract with them, BUT I know I did not. I called the company to resolve this issue but I keep getting the run around with these agents - I asked to speak with a manager but always goes to voice mail _ leave a VM for a call back mangers never called back- I called again and asked for a manager - I was transferred to a manager it rang once then it disconnected. Very unprofessional
Business Response
Date: 07/25/2023
This contract was signed and processed in June. Unless you have correspondence to submit that you cancelled it within 72 hours of signing it the agreement stands.
Initial Complaint
Date:07/19/2023
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.
when alarm was installed had to wait several weeks for siren to be installed and then on 7/17/23 called about motion detectors. not working and couldn't
get anyone on the phone for two days wen I did was very disrespectful. I told them to cancel my service. I DO NOT TO DO WANT TO DO BUSINESS WITH THIS COMPANY.

+
Business Response
Date: 07/26/2023
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 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.
I am writing to address the complainant’s recent concerns about the delayed service the complainant indicated that
he has experienced. Initially, we would request that the complainant please accept our sincere apologies for any
inconvenience the complainant experienced. We understand how frustrating it can be to not receive service in a
timely manner, and we appreciate the complainant taking the time to bring this matter to our attention. Upon
reviewing our records and investigating the situation thoroughly, we discovered that our team was indeed aware of
the complainant’s second request for service regarding the complainant’s motion detector. However, we were
disheartened to learn that our office was not given the opportunity to provide the service the complainant needed
due to the complainant’s refusal of our service.
On July 25, 2023, we had a conversation with the complainant to address the complainant's concerns and once
again we tried to assist with the matter at hand. During the conversation, we were informed that the complainant
has recently signed up with a new security service provider and is persistent in his request to prematurely cancel
our services with no further monetary obligation. The complainant claims that he signed up for the new services
with a different security service provider because the complainant indicated that he interpreted a provision of our
previous letter of refusal to prematurely cancel his agreement with no further monetary obligation as affording this
option (signing up with a new provider). The specific provision the complainant referred to is as follows:
“You may arrange for another party to take over the alarm system and service. Upon receipt of a
newly signed agreement from the new party, Safe Home Security will release you of your
obligation.”
The complainant has unfortunately misinterpreted this statement. Specifically, this provision does not refer to a new
company becoming the provider for the complainant. Instead, the term, “New Party” refers to the scenario where a
new party assumes responsibility for the existing agreement that has already come into effect. It would not make
sense for our office to release the complainant from his contractual obligation simply because the complainant signs
up with a different security service provider. Rather, it does make sense that our office would be willing to release
the complainant from his contractual obligation if a different person was going to assume the complainant’s
contractual obligations.
At this juncture, the complainant is seeking to have our office prematurely cancel our agreement with him with no
further obligation. Based on the facts and circumstances of this matter, our office is not willing to agree to this. At
this time, the complainant is a party to two (2) different agreements; the first is with Safe Home Security and the
second is with the complainant’s new security service provider. s we are not willing to prematurely cancel the
complainant’s agreement with our office, the complainant will have two (2) agreements with the accompanying
monetary obligations. If the complainant wishes to not have these two (2) agreements at the same time, the
complainant may contact the new security service provider to inform them about their current security service
arrangement with Safe Home Security. If the complainant decides to resolve his new agreement with the new
service provider and be released from his contract, Safe Home Security is more than willing to send a technician to
visit the complainant’s residence and reinstall the original service with our company, in accordance with the terms
and conditions of the initial agreement with Safe Home Security and provide the complainant with exceptional
service. However, if the complainant refuses the following option, we would like to emphasize that the complainant’s
agreement affords him three days to cancel the agreement for any reason or no reason at all. n the complainant’s
case, the request to cancel was made substantially after the expiration of these three days. We are respectfully not
willing to agree to prematurely cancel the complainant’s agreement with no further monetary obligations at this time.
We believe that the transaction was performed fairly and equitably, and, as such, cancellation is not merited in
these circumstances.
While we are not able to approve the complainant’s requested relief, we can offer the following options:
1. The complainant may continue with his service for the duration of the agreement term.
2. The complainant may arrange for another party to take over the alarm system and service. Upon
receiving the new party's newly signed agreement, Safe Home Security will release the complainant
from his obligations. To preclude any misunderstandings, the new party refers to an individual who is
able to assume the contractual obligations of the complainant including but not limited to the monetary
obligations that the complainant had.
3. The complainant may pay the reduced amount of ninety percent (90%) of the balance of their contract,
and upon receipt of this payment, the complainant’s contractual obligations shall be concluded.
We thank you in advance for your anticipated review of this response.
Initial Complaint
Date:07/13/2023
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.
My contract with Safe Home Security expired 2/1/2023. I notified Safe Home Security on 5/19/2023 that as my contract had expired with them I wish to discontinue their service immediately. They forwarded a letter telling me, which I received 6/13/2023, that my contract would expire as of 2/1/23 and I would have to give them 60 days written notice prior to that time to cancel my subscription. Which I did not do. However my contract had automatically expired 2/1/2023. I do not like being bullied and I have canceled their draft with my bank. i want nothing else to do with Safe Home Security.
Business Response
Date: 07/13/2023
The client signed a 3 year agreement in 2022 (attached). To cancel early he would need to execute the clause in section 4 and pay 90% of the remaining months due.

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