Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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:05/12/2023
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The current company SHS is not reachable when handling customer issues. I have attempted several times to contact them so I can have additional security devices installed to no avail. I do not understand how a **** ***** ******* subsidiary cannot even answer a direct call. I purchased the hardware and it has yet to be delivered or installed. It has been over five weeks since my purchase. I am being charged the additional price but I still do not have the installation of the security device I purchased.
Business Response
Date: 05/12/2023
PLEASE BE ADVISED THERE IS NO CUSTOMER IN OUR DATABASE WITH THE INFORMATION PROVIDED. IF THERE IS ANY ADDITIONAL INFORMATION WHICH CAN BE PROVIDED WE WILL BE HAPPY TO REVIEW IT IN AN ATTEMPT TO LOCATE THE ACCOUNT
Customer Answer
Date: 05/14/2023

Complaint: ********

I am rejecting this response because:

Sincerely,

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

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

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

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

Better Business Bureau:

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

Sincerely,

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

Thanks,

Dale
S******
Dispatch
Manager

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

Complaint: ********

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

Sincerely,

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

Complaint: ********

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

Sincerely,

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

Complaint: ********

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

Sincerely,

****** ******
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Customer Account #526585
I received a letter and bill from Safe Home Security due to stopping automatic draft from my bank account before the April 2023 payment was due. The letter requests a call to re-enroll in automatic draft or they will bill me on a quarterly basis and add several fees to the amount due for invoice processing and return processing. The decision to stop payment was based on a lack of response from them after numerous phone calls since early March 2023 to request a certificate of coverage for my annual homeowners policy discount as well as a copy of the contract they say I signed. I do not recall signing anything and their reps continue to say I am under contract for a few more years (has been over 1 1/2 years already). When a rep answers my call, they tell me they will send the certificate and contract to me via email or that they are experiencing high call volume and will call back in 30 minutes. I have yet to receive any documents or a return phone call from them after about 2 months. I want to cancel my service with this company and not be responsible for any further payment to them.
Business Response
Date: 05/17/2023
In response to BBB ID ******** for ******* ******;
Senior Account Executive, Teri N**** has reached out to the clients daughter
and POA ***** ****** regarding this matter.

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

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

Complaint: ********

I am rejecting this response because:

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

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

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

Better Business Bureau:

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

Sincerely,

******* ******
Initial Complaint
Date:05/01/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We had an alarm system with *** ******** for my small business and home. In November 2022, my contract with *** ******** was transferred to SHS, Safe home Security, and it had been terrible. We constantly had false alarms at both of our monitored locations, triggering police and fire department response. It would always occur around 1 or 2 am, causing a lot of panic. I called SHS to get some feedback or a technician as why these false alarms were happening and I could never get answers. I do have a contract with them until October 2023, I have tried to buy it out or cancel the contract without any luck. I need some help in accomplishing this.
Business Response
Date: 05/17/2023
In Response to BBB ID ********: A final invoice in the amount of $168.48 was sent to the client on April 28, 2023. We at safe home security have yet to receive the final payment. Once the payment in received and posted on the account, we can finalize the cancellation. The final payment can be mailed to:
Security Systems Inc.
**** ****** ******

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

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

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