Business Profile

Security Systems

Safe Home Security, Inc.

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

507 total complaints in the last 3 years.
206 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:12/20/2022
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 have been with Safe Home Security for 5 years. I moved from my previous address and the new home owner wanted to resume service. I gave them the number and also called to let Safe Home security know too. No one returned calls to the buyers and finally they got disgusted and went with someone else. Now, they want me to sign a new 5 year contract for moving. They are fraudulently trapping people into contracts. I just want out of my contract to go to a reputable company.
Business Response
Date: 01/03/2023
In Response to BBB ID ********: The Agreement that is being asked to be signed is for the system to be installed at the new location. Should the client wish to decline the agreement, they would be responsible to the early termination for their existing agreement. Please call Teri N**** at ###-###-#### to further discuss.
Initial Complaint
Date:12/15/2022
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.
DEAR SAFE HOME SECURITY,

STOP HARASSING TO PAY AN INVOICE FOR SERVICES THAT WERE NEVER PROVIDED.

YOUR COMPANY WAS AT FAULT AND WILL BE REPORTED TO THE *** ****** CONSUMER AFFAIRS, AND BURGLAR ANF FIRE ALARM COMMITTEE FOR SERVICES NOT PROVIDED.

IN FACT, SAFE HOME SECURITY OWES ME MONEY FOR THE SERVICES THAT WERE NOT PROVIDED. I HAVE NO PROBLEM FILING A CASE IN SMALL CLAIMS COURT FOR A FULL REFUND.

I AM NOT RENEWING MY ALARM MONITORING SERVICE BECAUSE MY ALARM STOPPED WORKING WHEN 3G WENT OUT OF SERVICE AND I DID NOT HAVE AN WORKING ALARM SYSTEM FOR MONTHS.

I ALREADY SWITCHED PROVIDERS BECAUSE MY FAMILY’S LIFE WAS A DANGER WITH SHS.

I DO NOT OWE ANYTHING TO SHS AND SAFE HOME SHOULD REIMBURSE ME FOR THE MONTHS I PAID WHILE I WAS ON 3G AND NOT COMMUNICATING TO THE CENTRAL STATION.

DO NOT SEND ANY MORE INVOICES AND THIS IS OFFICIAL NOTICE THAT SERVICE HAS BEEN CANCELLED WITH NO FUTHER OBLIGATION OR FEES.
Business Response
Date: 12/21/2022
THE ACCOUNT HAS BEEN CANCELLED, WITH NO FURTHER FINANCIAL OBLIGATION.
Customer Answer
Date: 12/22/2022

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:12/12/2022
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 had service with Safe Home Security for years. On November 20, I experienced a house fire. Their so called alarm didn't even work to alert the fire dept. I digress. As I tried calling around to put my life back together, I called to cancelled my alarm system because there are no walls. My house has been stripped down to the studs due to the extent of the fire. I have called Safe Home Security 5 times since the fire trying to explain there is no home and they still won't cancel the contract. I think this is absolutely ridiculous and absurd that their contract does not have an outlet to cancel due to life events. Comcast cancelled my internet no problem. I'm dealing with buying clothes, shoes, and uniforms for my children. I really don't need this extra stress of a company getting over on me right now. I want the BBB to help me get my contract cancelled. I dont want this on my credit. It's also the holidays. Any help you can give me would be great. I also sent an email to you all with proof of the fire. Thank you!
Business Response
Date: 12/13/2022
The account has been cancelled without further obligation.
Initial Complaint
Date:12/12/2022
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.
We sold our house in May of 2022 and spoke with a SHS rep that installed our system. We were told once the new owners switched the service into their names we would no longer be charged. We have been charged for several months. I contacted SHS last month and it took about 10 calls to actually get through to a representative on the phone. We were told to send an email to SHS with our account information and explain the house was sold and the new owners established service in their name and to cancel our account with no charge owed since they have taken over the system. I received an email back that someone would be in contact. No one has emailed us. I did receive a text message on 11/30 saying the account needed attention and to please call. I did call only to be put in voicemail where I left my name and information stating I had received a text message about the account assuming it was still about cancellation. We did not receive a call back. Today we received a letter saying they could not draft my card for this month and would start charging a missed payment fee of $20 plus $3 processing fee and to call within 72 hours of receiving the letter to not be charged a fee. I called and of course they are closed since it’s a Saturday. I’m not sure why they are still trying to draft my account when the service is supposed to be canceled due to new owners taking over the service. Can you please assist us in having this cleared up?
Business Response
Date: 12/13/2022
To whom this may concern
This customer has been with our company since 2021. This customer signed a 42 month agreement which I will include in this response. This agreement states that if the customer would like to cancel within their primary term, 90% of the terms need to be fulfilled in order for our company to close their account with no further obligation. If the customer received incorrect information I sincerely apologize however our contract are not transferable. This customer is still obligated. to properly close this account this customer firstly needs to provide proof that the customer did sell their home along with a settlement of 90% the remainder of the terms. If the customer would like to handle this matter please do not hesitate to contact our companies headquarter so we can assist you further in this process
Thank you for your assistance
Customer Answer
Date: 12/14/2022

Complaint: ********

I am rejecting this response because: not only was that not the information we were provided but your representative agreed to the same via phone call when they spoke with their manager. I’m assuming the conversations are recorded so you should be able to verify this. The response is essentially that the company wants to charge my family for a security service we no longer have that has now started under a new customers name. Basically they want to charge twice for the service to one location? Get paid from the new home owners and my family at the same time? After seeing the complaints here it’s obvious we are not the only consumer subjected to this treatment. Our last security system was through ****** whom we had absolutely no issues with canceling the contract as long as the new home owner opened an account to take over the security system. Please review the conversation with your representative that clearly states we would no longer be charged.

Sincerely,

***** *******
Business Response
Date: 12/21/2022
Please see previous response. The contracts are not assumable. If you sell your home or move, 90% is clearly explained in section 4 of the agreement.
Initial Complaint
Date:12/12/2022
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.
Safe Home Security has a renewal policy that requires a customer to provide written cancellation notice two months in advance of the annual renewal date. If this cancellation notice is not received, the contract is rolled over automatically with no notice to the customer. Thus, once the roll over has occurred, the customer is required to continue paying for another year even if there is no service being provided.

Safe Home Security used high pressure sales tactics to try to make me buy new security equipment in October 2021. I told the salesman that I would not purchase new equipment, and that I wanted to cancel my service. He told me that I couldn’t cancel until March, 15, 2022. He didn’t inform me of the above cancellation policy. In March 2022 my account rolled over making me liable for the monthly payments for another year. Their customer service department has been of no help in resolving this issue. Also, they posted late payment notices on the credit reporting services.
Business Response
Date: 12/12/2022
THE ACCOUNT WAS CANCELLED, PRIOR TO THE COMPLAINT BEING FILED/RECEIVED. THE CUSTOMER PAID MONTHLY. PRIOR TO PAYING THE BUYOUT AMOUNT IN DECEMBER 2022, THE LAST PAYMENT PRIOR WAS RECEIVED IN JULY 2022. THE CUSTOMERS CREDIT WAS REPORTED CORRECTLY
Initial Complaint
Date:12/12/2022
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’ve asked the company to cancel my service and they haven’t.
Business Response
Date: 12/19/2022
In Response to BBB ID ******** for ***** ********: Account Specialist, Josh S****, has been in contact with Mr. ******** regarding his cancellation request. The account is being cancelled, should Mr. ******** have any questions please call ************** ********* ****
Customer Answer
Date: 12/20/2022

Complaint: ********

I am rejecting this response because:

They never canceled my service. I’m still receiving phone calls.

Sincerely,

***** ********
Business Response
Date: 12/24/2022
The calls were from the monitoring station, the monitoring has been cancelled and the calls will be stopped.
Customer Answer
Date: 12/29/2022

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:12/01/2022
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.
My Safe Home Security system has not been working over a month now. I've emailed the lady that is assigned to my account (she is actually the resolution asst. manager). I emailed her October 28th about my security system. It took two weeks for someone to call and set up an appointment to get it fixed. November 23rd, someone was supposed to come by and never showed up. I reached out and told her what happened and asked to speak to the owner or someone in a higher position. She emailed me back Friday 25th and said she would look into it. I didn't hear nothing from her Monday. I emailed her Tuesday. No response. I looked online for a number or email to a higher office... They had an email you can send complaints to. I sent the email. About 30 mins or less, she emailed me back and said that she was assigned to my case and she will get back with me when she hear something. I'm basically getting denied to talk to someone in a higher position for a resolution.

I had this problem with them before, a couple of years back. I called my bank and had them to stop them from taking money out of my account. They called me for awhile about getting my account back open and they would take it off of my credit, but I had to pay $250 reinstatement fee and sign a five year contract. I did it basically to get it off my credit(this was June 2019). It's been a nightmare again.
I just want out of this contract. I have two years left. The service is horrible.
Business Response
Date: 12/14/2022
We will cancel the account per client request for not being able to service in a prompt fashion
Customer Answer
Date: 12/16/2022

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:11/30/2022
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 been trying to cancel my service with is company for a week and I am getting no where. I have Already had my system replaced by *** a week ago. I have called many times nobody answers leave messages no return calls and When they do answer they forward me to someone who is not available and leave another message. I sent the an online complaint. an email as well as a text message that I want to cancel my service. Did research and many reviews of people trying to cancel for months with no luck then being sent to collects for not paying there bill. Can you please help me discontinue my service with this company. I am no longer under any contract obligations. Thank you **** ******
Business Response
Date: 12/07/2022
**** ****** filed a customer complaint directly with Safe Home Security. He was called by a customer service representative on November 30, to discuss his concerns, at which time Mr. ****** hung up on the employee. Be that as it may, the account has been cancelled, with no further financial obligation.
Customer Answer
Date: 12/07/2022

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:11/29/2022
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.
In January 2020, I moved to a new residence and requested my security system be transferred from my old home to my new. A tech was sent out to take care of this. This individual claimed they were unable to connect the alarm and did not place sensors on all of the openings that I had requested. In fact, this individual took out the existing system and left holes in my walls. I can provide photos upon request. To date, I have never had a functioning alarm nor have I had monitoring service. I have called about this issue multiples times and it has not been resolved. I was told at one point that I had agreed to an extended contract. I was not home at the time of the attempted install, nor did I ever agree to a new contract. I would not choose to extend a contract with a company that was not even honoring the current contract. My account number with this company is *****. It is my understanding that the company that I originally had a contract to was sold to SafeHome Security. I did not sign any additional contract and have never received any services from Safe Home Security.
Business Response
Date: 12/12/2022
Responded to BBB: In response to BBB ID ******** - Resolutions Manager, Cassandra W****, has reached out to ****** ****** to assist with this matter. Ms. W**** has left a voicemail and sent an email to the customer for a contact back to discuss the account. Ms. W**** will continue to reach out to the client for further assistance.
Initial Complaint
Date:11/22/2022
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.
Due to broken and poorly installed equipment, I feel locked into a bad contract. Safe Home Security promised to service their security equipment but I have contacted them repeatedly regarding my malfunctioning offline system. I contacted them via phone and the operator promised to have a service person call and make an appointment to restore it but no one has called. I fear going through the Holiday season without my home security system operational. Considering that Safe Home Security is unreliable and is in breach of contractual agreement, please repair my system, or release me from being locked in this bad contract so that I can select a company to provide security for the holidays. Thanks
Business Response
Date: 12/05/2022
In Response to BBB ID ******** for ****** ***** 112
Clubhouse Lane Madison, AL 35757.

Safe Home Security Customer Service
Representative, Daniel N********, has been in contact with Mr. *****. Per the documented
notes in Mr. ***** account, the system was tested over the phone and was
successfully armed and disarmed. Safe Home Security’s Dispatch team is actively
reaching out to the technicians to schedule a service date for the system to be
inspected and fully tested. As soon as I have an update from the dispatch team,
I will contact Mr. ***** directly. I have left a voicemail on ************ for
him to contact me directly with any questions.

Thank you,

Samantha S*****
Executive Assistant
Safe Home Security
**** ****** ******
********** *** *****
************* *****
Customer Answer
Date: 12/06/2022

Complaint: ********

I am rejecting this response because after speaking to Samantha, a representative from Safe Home Security (SHS) on 12-5-2022, I was informed that SHS does not have a technician in my area and she could nor confirm with certainty when on would be available. If after one week, as Samantha promised, SHS has not rectified the problem, I am requesting to to be released from all obligations of the contract because SHS has breached it themselves. Thanks

Sincerely,

****** *****
Business Response
Date: 12/19/2022
A Safe Home Security technician serviced Mr. ***** alarm system on December 15th. The technician was successfully able to restore the alarm system. The doorbell camera needs to be replaced as it was unable to be fixed with the technician. As Mr. ***** service warranty does not cover cameras, he would be responsible for the replacement camera. To have the camera replaced, please call ************** ********* **** to begin the order process.
Customer Answer
Date: 12/21/2022

Complaint: ********

I am rejecting this response because:

Safe Home Security has tactically engaged in a bate-and-switch method. Initially it was explained a few months ago that if I renew my contract that service to all equipment and upgrades were part of the deal. Predicated on the contract, I was deceived. As a Senior Citizen, purchasing a new camera and, or maintaining my own security equipment is not in my budget. If the system is not maintained and kept operational as it was promised, Safe Home is in breach of contract. I am requesting that they repair the camera. If not I will consider the contact nullified. Thanks

Sincerely,

****** *****
Business Response
Date: 01/03/2023
Please refer to our previous response. The technician was successfully able to restore the alarm system, the doorbell camera mentioned has no impact on the integrity of the alarm system. As stated in our previous response, the service warranty does not cover cameras, he would be responsible for the replacement camera. To have the camera replaced, please call ************** ********* **** to begin the order process.

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