Complaints

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

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

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• 

  Safe Home Security, Inc.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  1125 Middle St # 201 Middletown, CT 06457

• 

  Safe Home Security, Inc.

  8278 Innovation Chicago, IL 60682-0082

• 

  Safe Home Security, Inc.

  5900 Royal Coach Ct Raleigh, NC 27612-7404

• 

  Safe Home Security Services Baltimore

  6306 Belair Rd Baltimore, MD 21206-1810

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

• Initial Complaint

  Date:06/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home security information was sold to this company by a local business that closed. We have attempted to cancel this service multiple times, but when we ask the company agates they are suddenly having computer problems and can't cancel. We have attended by phone and in writing. They continue to bill us even though no services are rendered, and have threatened to report us to credit bureaus. We have no contract with them and do not believe them to be a legitimate business. We want all contact to stop. This not a legitimate company.

  Business Response

  Date: 06/23/2023

  In Response to BBB ID ******** for **** *****: Upon review of the account, we at Safe Home Security have found that we did acquire the account from *** ********. We have been honoring the agreement that the client signed, a copy has been attached. Per the terms of the agreement the account entered an auto renewal as we did not receive the request to cancel 30 days prior to the end date. At this time there is no future billing, however, there is a balance that is owed on the account. To process a payment please call ###-###-####.

• Initial Complaint

  Date:06/07/2023

  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 canceled months ago. Called them. Spoke with someone at safe home security. We sold my house, moved to an entirely different state. And we don't have a security system where we are staying. I even wrote them two emails. One to the company, and one to the accounting people with said company. The man I spoke with on the phone on April with. Told me they recieved that letter. They knew I canceled. But I'm getting threatening mail sent to me telling me I'll be charged. Even though we don't use that alarm system. Since we don't live in that house where it is set up. And they know this. I was told the ticket was closed. They are trying to charge me. So I reported it to my bank. But I need them to stop and desist.

  Business Response

  Date: 06/07/2023

  The account has been cancelled, per the customers request, with  no further obligation by either party. 

• Initial Complaint

  Date:06/07/2023

  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 never signed a contract with you company. I have been told that the **** ******** account automatically renews with SHS unless we put in writing that we wish to cancel. I have asked for this to be shown where in my contact with **** does it state this. To this day I have not received any explanation or copy that states this information.

  Business Response

  Date: 06/07/2023

  The client has had many interactions with our staff that are noted since we purchased this agreement from *** in March 2022.  If you refer to general terms and conditions #1 section b under automatic renewals says you must submit a written cancelation prior to your renewal date to cancel.  Your renewal date is September so if you wish to cancel you would submit a written request now and your billing would stop after September.  Past and future balances up that point would still be owed and due.

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have asked several times for a copy of this agreement and have yet to see that this language was part of the original contract with Toll. I understand that Safe Home purchased Tolls business, however we were never given an option to decline, nor have I ever signed an agreement to this affect. Please forward a copy for me to review prior to proceeding. I have also put in writing (although I still disagree with being billed) that I wanted to cancel the contract effective immediately (yesterday June 6, 2023). I was told that I would be called with the final bill and paperwork to support and have yet to receive a call or correspondence. Please provide a copy of the contract that states that we would have been automictically renewed. Also, a copy of the final bill as have requested in writing that terminates this service immediately. If we in fact owe, we are prepared to settle the account ASAP. 

  
  
  Sincerely,
  
  
  
  ** ******

  Business Response

  Date: 06/09/2023

  Contract attached

• Initial Complaint

  Date:06/06/2023

  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 had a contract with Safe Home Security May 2020 to May 2023. I have decide to cancel my contract and move on. I wrote a letter to the company asking them to close out the account. I also received a letter from them saying that my contract expired May, 11 2023. They somehow say I have a document sign contract for 5 yrs. I would not sign for 5 yrs. Also my signature is not on the 5 yr contract just my initials. Also why would I sign a new contract if my contract has not expired yet. I’m still getting charged money from them and I need it to stop.

  Business Response

  Date: 06/06/2023

  We reviewed the ip address and this was electronically signed in ***** where the client resides.  The contract is legitimate and binding.  If the client wishes to cancel early they may do so by executing section 4 of the agreement and paying 90% of stated terms.

  Business Response

  Date: 06/06/2023

  We reviewed the ip address and this was electronically signed in ***** where the client resides.  The contract is legitimate and binding.  If the client wishes to cancel early they may do so by executing section 4 of the agreement and paying 90% of stated terms.

• 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.