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.

  1125 Middle St Ste 101 Middletown, CT 06457-1526

• 

  Safe Home Security, Inc.

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safe Home Security, Inc.

  PO Box 1656 Sandy, UT 84091-1656

• 

  Safe Home Security, Inc.

  5900 S Eastern Ave Commerce, CA 90040-4017

• 

  Safe Home Security, Inc.

  55 Sebethe Dr Ste 201 Cromwell, CT 06416-1054

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: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.

  We have been doing business with Safe Guard America over a year it has not worked out with their poor service. Their service is horrible, the equipment do not work half the time. When you notify them they take your information and tell you they will send a technician out, but the tech never shows up at the time you are given, you call back they give you another day and time I went without service for four months but I never missed a payment and the company keeps the funds that is stealing I want out this contract. They have not live up to the service they promise to provide to their customers.
  
  regards
  ******

  Business Response

  Date: 12/02/2022

  ** ******** ** *** ** ******** *** **** ****** *** ****** ***** ****** ** *****
  
  
  Senior Account Executive, Lynda C******, has reached to to Mr. ****** and left him a message to discuss this matter. We at Safe Home Security understand the importance of having a fully functional alarm system. We are more than happy to send a technician to replace the faulty sensors. 
  
  To schedule the service appointment, please call Lynda C****** at ************** ********* ****.

   

  Thank you,

   

  Samantha
  S*****
  Executive
  Assistant
  Safe
  Home Security
  **** ****** ******
  ********** *** *****
  ************* *****

  Customer Answer

  Date: 07/19/2023

  they said one thing to you guys but, send me this letter wanting me to pay them $93.00 a dollars month for the next five years their  practices are very deceptive thank you for your help.

   

  See attached document

  Business Response

  Date: 07/31/2023

  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 **** ***** *** ** *** ****** ** ***** **. 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

  Customer Answer

  Date: 08/08/2023

  Ms.**** the information they are telling BBB is not true I told them I did not want to sign anymore contracts they told me I had to. I am not going to give them money for services they did not render. It is the principal of the matter 

  thank you 

  **** ******

• Initial Complaint

  Date:11/21/2022

  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.

  I acquired an alarm system from the company back in 2015. They have continuously taken money out of my account since then and after it automatically renewed again this year in June the system magically stopped working. I wasn’t informed about the system not working properly until mid-late July when I started looking for a new home. They have been taking payments this entire time and the alarm doesn’t work. I’ve spoken to more than 1 person with the company about terminating services and they’ve all given me different answers. One told me I can cancel for $199 and one told me almost $400 to get out of the contract. They also offered to upgrade it 2 different times and both gave different quotes on that as well. I feel like they’re scamming me at this point because they know the alarm hasn’t worked since May and yet they’re still taking out payments. The economy is rough for the majority of us and I don’t have money to just give away for something I can’t use. They should terminate the service without hesitation seeing that they’ve collected 6months of payments and haven’t rendered any service. I last spoke with a representative today 11/21/2022 at apprx 12:19 pm with no resolution.

  Business Response

  Date: 12/02/2022

  In response to BBB ID ******** for Chiquita
  **** 63 Overhill Drive Jackson, TN 38305. Safe Home Security Senior Account Executive,
  Terri N****, has reached out to Ms. **** regarding the matters stated in this
  complaint. Upon speaking with the Client, Ms. N**** was informed that they were
  not interested in anything other than obtaining the buyout for their account
  due to getting conflicting answers in the past. The buyout out request has been
  submitted to the billing department and will be mailed to the client.
  
  Upon further review of the account for Ms.
  ****, documented notes show that we at Safe Home Security have attempted to
  reach out to the client do discuss the updated needed to Ms. ****’s system, please
  see below.
  

  
  - On January 6th, 2022 Account Executive, Josephine B******, called ###-###-#### and ###-###-#### and was unable to leave a voice message.
  - On February 2nd, 2022 a text message was sent to ###-###-####  
  - On July 27th, 2022 a service appointment was scheduled for a technician to service the alarm system on July 29th. The service appointment was cancelled at the clients request.
  
  
  Safe Home Security is fully prepared to service the alarm system to ensure it is updated and fully operational, at no additional cost to the client.

   

  Should Ms. **** have any further questions,
  please call Teri N**** at ###-###-####.

   

  
  
  Thank you,
  
  
  Samantha S*****
  Executive Assistant
  Safe Home Security
  **** ****** ******
  ********** *** *****
  ###-###-####
  

  Customer Answer

  Date: 12/08/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I was never notified by anyone in January nor February and I was only made aware that the alarm no longer worked in July 2022. Until now I didn’t know that the alarm hasn’t been working for the entire year. This is very unprofessional and wrong because the money has been coming out of my account consistently every month. If I had known that it wasn’t working I would’ve canceled it a long time ago. There were also times that I tried contacting the company and never spoke with anyone and some times when I did I was told I couldn’t be spoken to because the alarm wasn’t in my name but the payments came solely from my bank account the entire time the contract has been in place. Initially I just wanted the contract to end with no further payments to be taken from my account but now that they’ve responded and I see that it hasn’t been working right since January, I feel they owe me all the months I’ve paid back for this year. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 12/19/2022

  The monitoring history shows that the alarm system was communicating all the way up until June 9, 2022. As stated in our previous response, we at Safe Home Security attempted to reach out to the client prior to the radio towers being changed over to ensure they would have a working system, we were unable to leave a message for the client. The dates are listed below. 
  
  
  - On January 6th, 2022 Account Executive, Josephine B******, called ###-###-#### and ###-###-#### and was unable to leave a voice message.
  - On February 2nd, 2022 a text message was sent to ###-###-####  
  - On July 27th, 2022 a service appointment was scheduled for a technician to service the alarm system on July 29th. The service appointment was cancelled at the clients request.
  
  
  It is the clients responsibility to test their system on a monthly basis and inform the company of any troubles they maybe having. We offered to have the system serviced and the appointment was canceled per the clients request. 
  
  Should Ms. **** have any further questions, please call Teri N**** at ###-###-####.

• Initial Complaint

  Date:11/18/2022

  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.

  The date of the transaction was April 22,2022 the amount of money so far was i think 6 dollars deducted every month and regular payment of 60 something dollars to start November , I told the young man I travel a lot and he replied he would take care of everything. That I would just have to wait for the other company to come pick up their equipment, that never happened , That is when i called my current company at the end of oct .
  I was approached by a young gentleman (sale person) at my door telling me my existing security company is going out of business and that my contract with them is up on oct. I found out my current security company contract isn't over till April 30 2023, he kind of lied to me to sell me this contract, I called them and explained and was told i had to honor the contract and to get out of it i would have to pay over 3000.00, I kept telling them the contract should be void cause i still have a security company and the lady replied get their invoice of what I owe so they can pay off that contract, i kept telling that shouldn't matter cause if i knew i had so much time left i would of not signed a new contract . My account # ****** with safe home security and they didn't want to resolve the problem, Im a disabled veteran and i honestly think i was taking advantage of , all i want is to be out of this contract that was acquired dishonestly. The company i currently have is ********* and they have been bought out by ***. When i told the young lady all that happened she pretty much made me feel it was my fault for not doing things myself and i had no option but to get my current security companies invoice for them to pay it off and me being stuck with safe home security. Thank you for your time .

  Business Response

  Date: 11/29/2022

  Regarding: Complainant: ***** ** ** ****
  Your Record Number: ********
  Dear *** ****:
  My name is Brandon, and I am the Customer Expectation Manager for Safe Home Security. On behalf of Safe
  Home, I would like to thank you for allowing our office to review and respond to this complaint. I will provide you
  with our company’s position in the ensuing paragraphs of this response.
  When the complainant entered into his agreement with our office, the complainant participated in what we refer to
  as our “Pre- all” survey. This is a telephonic recorded survey during which customers are asked a series of
  questions designed to ensure that they understand their rights and obligations under their agreements. All of our
  customers must participate in and pass this survey before the physical installation of their systems takes place. It
  should be noted that these surveys are performed by a representative from our call center and not by the sales
  representative present for the transaction. Requiring the calls to take place with a representative from our call center
  is intentional so that a person other than the sales representative may interact with the customer and may present
  the customer with an opportunity to ask questions and/or express concerns to the representative from our call
  center. The questions in our pre-call survey include but are not limited to the terms of their agreement, their financial
  obligations under the agreement, the lack of the relationship between Safe Home Security and their previous
  security provider etc.
  While it is always distressing to discover that a customer is claiming a disparate interpretation of the nature of their
  transaction with our company, we do our best to take the requisite proactive measures to handle such a situation
  when we encounter it. Our primary strategy for ensuring our customers are equipped with the important information
  about their agreement is to require that all customers of Safe Home Security participate in both the aforementioned
  pre-installation survey and a post-installation survey, both of which are recorded. I have taken the opportunity to
  review the content of the complainant’s Pre and Post-installation surveys to determine whether the matters in
  dispute were handled with clarity during this survey. The specific matter pertinent to the complainant’s case involves
  the affiliation or lack thereof with the complainant’s previous security service provider which was *********. t is our
  contention that the survey did address this issue. For your convenience, we have inserted the text of the questions
  related to this topic below:
  Question – “Do you currently have an alarm system installed in your home?”
  Answer - Complainant Responded “Yes I do”

  Question – "Is your existing alarm system currently being monitored by another alarm company at this
  time?”
  Answer - Complainant responded, “Yes, *********”
  Disclosure read: I have a few follow-up questions regarding *********. For the remainder of my questions, I will
  refer to ********* as the “OTHER” alarm company.
  Question – “Do you understand that your other alarm company is in no way affiliated with, partnering with
  merging, being purchased, or taken over by, nor is it a sister company of Safe Home Security?”
  Answer - Complainant Responded “Now I know, Yes I do know”
  Question – “Do you understand that if you are interested in canceling your agreement with your other alarm
  company that, such responsibility for cancellation lies exclusively with you?”
  Answer - Complainant Responded “Yes, however, if I cancel with ********* and there
  is a fee, I will have to pay for that fee right”
  Agent – Yes, if you were to cancel your representative will help you write the
  cancellation letter to your previous company
  Rep – That is actually between me and you, I gave you 6 months at $5 in which I will
  take care of so it is as if you are paying nothing, after ********* gets paid their due
  during that time there will be a remainder of around $200 in which we will take care
  of.
  Agent – Does that make sense *****
  Customer – Yes I do
  Question – “Do you understand that the six deferred months provided by your representative are to assist
  you with your transition from your other alarm company over to Safe Home Security?”
  Answer - Complainant Responded “Yes”
  Question – “Did anyone from Safe Home Security state or imply to you that your other alarm company has
  or is going out of business or would not be able to provide service?”
  Answer - Complainant Responded “No”
  Question – “Did anyone from Safe Home Security state or imply they are affiliated in any manner with your
  other alarm company?”
  Answer - Complainant Responded “No”
  Question – “What part of our promotion did you like best that made you decide to switch companies?”
  Answer - Complainant Responded “Better system and better equipment”
  
  We believe it is apparent that our office makes a concerted effort to communicate important information to
  our customers. We invest a great deal of time and effort to create and implement these surveys with our
  customers. Our strong contention is that we have not only made reasonable efforts but have also exceeded
  our responsibilities in this area. It should be noted that customers are always free to ask our call center
  representative questions during this survey.
  The Complainant has expressed his concern that he is receiving bills from two (2) different alarm security
  companies, one of which is Safe Home Security. We would like to try to assist the complainant with this matter
  above and beyond the aforementioned discounted six (6) months of monitoring service. However, to do so, we will
  need the Complainant to respond and provide the following requested documentation:
  1. An official copy of the final bill from the other alarm company. This final bill must specify the amount
  due to pay off all of the Complainant’s remaining monetary obligations under his agreement with the
  other alarm company.
  2. A copy of the Complainant’s Agreement with his other alarm security company.
  Our office will certainly review any documentation that the complainant submits in an effort to determine the amount
  of assistance that we will be able to provide to the complainant regarding any cancellation fees associated with the
  cancellation of his account with his previous security service provider. In addition to any amount that we determine,
  we will include an additional thirty dollars ($30.00). The reason for this additional amount is that the complainant
  engaged in a conversation with one of our representatives in which the representative did indicate that the six (6)
  months of the discounted five dollar ($5.00) rate would be afforded to him. In an effort to assist the complainant, we
  will provide the complainant with this thirty dollar ($30.00) amount.
  Based on the facts and circumstances, the complainant’s agreement afforded 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.
  If the complainant refuses our offer for him to submit documentation regarding the payoff amount for his previous
  security service provider and refuses to provide such documentation, 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 of
  their obligations.
  3. The complainant may pay the reduced amount of ninety percent (90%) of the balance of his 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.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

   

  Customer Answer

  Date: 12/02/2022

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

   As i read the reply the manager has to remember that his salesperson is telling me he will cover the fees to transfer to his company, i knew i was under contract and was made to think my contract was over this past October. The managers options to get out of the contract dont state amount just the percentage No other company will pay the 3000 plus to get a new contract. I will call *** and see if they can get me in contact with a lawyer . I would stay with safe home security but they got the contract in a dishonest way and the customer service was rude and i see its all about the money to them. If this was done to me im sure it was done to others . They also installed a video doorbell that heated up so bad it stopped working and left a burn mark on the wall. I had that fixed and installed my own security camera. I should of checked bbb before talking to them . I see how many complaints have been made and issues that are minor . As i stated before when i did look into my current company, i have 5-6 months left with them. This contract was made in april so just about over a year left on my contract. The salesperson made me think my contract was over October. I told him i travel a lot im constantly busy and his reply was he will take care of it. That was a lie to get me into the contract and now with this coming up safe home securitys response is i should of checked and its my fault cause it was on me to know. Safe home security knocked on my door i didnt call them . Ill do what ever the judge rules cause this was done in a very dishonest way. 

  Business Response

  Date: 12/16/2022

  Please send us a buyout invoice from ***. 

  Customer Answer

  Date: 12/24/2022

  
  
  Complaint: ********
    they way they got the contract was dishonest and then made me feel i was at fault, ill be contacting a lawyer . 
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 01/03/2023

  please see our previous responses. We have nothing to add or offer 

• Initial Complaint

  Date:11/16/2022

  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.

  This has been an ongoing issue with this company. It started with my contract ending and me wanting to cancel the service. I was advised I can do a month to month billing and stop when I wanted. we eventually decided to move so I contacted them to cancel my service. Was told I had to write a letter to cancel service(who writes letters anymore). Another month passed and I called again. I was told this time I was still under contract and I could not cancel. I referred them to my first contact with them and was advised it was not on file. I then asked for my contract, which was sent and clearly stated my contract was expired as of three months prior. Was again told I needed to write a letter. I emailed his “boss” and told them my contract was expired and to not charge me again. No response to my email. Two months later I received an automated call that they could not connect to the security system. We had already moved by this point. I contacted them again. And was told this time that regardless of my contract being expired and is moving we were still going to get charged. Was then told the “month by month” was actually them rolling me into another year contract, first time I’ve heard this, and there is nothing I can do about it. I have went round and round with this company and it doesn’t seem like I can get out of making payments regardless of contractual obligations or not. And it seems as tho they can roll you into another year of contract without you knowing or signing any paperwork.

  Business Response

  Date: 11/16/2022

  A cancellation letter was received in October. The account has been cancelled, with no further financial obligation. A refund will be issued for $39.99 for November's electronic monthly monitoring payment. We apologize for any inconvenience or misunderstanding. 

• Initial Complaint

  Date:11/16/2022

  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.

  Approx Oct 1st 2022, I requested an additional door sensor to be added to my account. When I contacted Safe homes security representative Brandon completely destroyed my system leaving multiple doors with out security protection. Brandon informed myself I would need a tech to service my system because he did not know how to fix the problem. No technician has ever been dispatched with the excuse they don't have a person whom is licensed to service my area. How can you sell a contract when you don't have proper licensing in place. Manager Dawn initially was returning phone calls and now refuses to return any calls and I was promised a credit for service for the down time. However, safe homes is still thieving money from my bank account as no credit was entered. I have now had to invest more time and money with stopping payments to this company whom is breaching contract and theft of service as they are leaving my home unprotected. I am requesting my contract be cancelled forthwith and funds returned to my bank account for services not provided.

  Business Response

  Date: 11/29/2022

  We are not cancelling the obligation.  We will provide service months for the time you were down but will not release the contractual obligation.  If you wish to pursue the matter outside you are free to do so but we are willing and able t service and accommodate the system and client.

  Customer Answer

  Date: 11/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: David R**** and Safe Home Security are in breach of contract. Safe Homes has failed my self and countless other customer time and again, they bully the customer for their failures. I am pursuing further legal, civil and criminal actions against safe homes security, Mr. David R****, Mr. Douglas H******** and others including manage Dawn and Rep Brandon for theft of service and breach of contract. If the contract is not voided forthwith legal action will continue. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 11/30/2022

  Please see previous response

• Initial Complaint

  Date:11/10/2022

  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.

  Safeguard puts me in a contract that I never signed up for... and when I tried to cancel, they require that I pay 90% of the remaining balance. This is because they bought my account from another alarm company and said that all customers are automatically signed up for a year contract--which makes no sense if you're on a month-to-month with the previous alarm company.

  Business Response

  Date: 11/22/2022

  In response
  to BBB ID#********, for ***  ************, ***** *******, Safe Home Security Customer
  Service Manager, was in contact with Mr. ************ on November 9, 2022,
  to fully review his account and services. Mr. ************ was
  understandably upset that his previous alarm company had not alerted him that
  he had his account and service management transferred to Safe Home Security;
  upon review of his account, Mr. ************ was informed of a necessary
  service to have the Cellular Backup Unit upgraded to the 4G network to ensure
  proper communication, that our technicians can work on his existing alarm
  system, and of various payment and/ or contract options for installing the
  equipment. His original agreement from his previous company was also reviewed,
  and it was determined he never was on a month-to-month contract, but a
  year-to-year contract roll. An agreement was made to investigate potentially
  lowering his monthly rate from $39.99 to $31.00 per month for a period of 36
  months, and authorization for said lowered rate is still being reviewed.
  Mr. ************ verbally stated he would be pleased with a lowered rate
  and free installation of the equipment; once authorization is received,
  Mr. ************ will be contacted to confirm services and contract
  options. 

• Initial Complaint

  Date:11/09/2022

  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.

  My home security service was signed with *** Smart Home Solutions/Technologies, the original 3 years service term with *** ended on 9/30/2022. *** transferred my monitoring account to SHS in Mar, 2022. I have not signed any service agreement with SHS.
  
  In August, 2022, SHS reached out to me for a renewal agreement for the next 36 months term. I declined to sign the agreement with SHS in August, 2022, and got told by SHS rep. that my last service date was 9/30/2022. I also submitted a cancellation letter as requested later in Sept, 2022.
  
  I have contacted SHS many times via calls and emails to confirm the cancellation; SHS kept telling me that the request would be processed by SHS internal service team. It appears that over two months, SHS never processed my cancellation request. Yesterday SHS sent me a text message asking for payment for the next service term.

  Business Response

  Date: 11/22/2022

  In response to BBB ID ******** For *** ***, **** ******* **** ****** ****** ** *****: Upon reviewing this matter,  we have received the cancellation request for this account. The request for cancellation has been submitted to the cancellation department to close out this account.  Please note this process can take up to 30 business days. 

  Customer Answer

  Date: 11/25/2022

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

  1. I just called SHS at ************ to check the status of my account #******.  The rep told me that he would leave a message for the billing department to find it out.  The response I just got was same as other responses I got in the last 2 months.  SHS basically did not want to cancel my account. 

  2. I also got a statement from SHS today with an invoice date 11/20/22 for $236.22 on it - attached.  The statement does show how this amount was calculated or what the total was for.  I had rejected to sign a renewal agreement with SHS in August though.

  
  
  
  Sincerely,
  
  
  
  *** ***

  Business Response

  Date: 12/08/2022

  In Response to BBB ID ********: As of November 30, 2022 the account for *** ***, has been closed out with no balance due. The invoice the client received was sent prior to the billing being cancelled. Please mark this complaint as resolved. 

• Initial Complaint

  Date:11/07/2022

  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 paid this company for a yearly contract and they sent me to collections stating I had not paid. My yearly bill is $398.40. I finally got them to understand that I had already paid them and sent them proof only to find that my alarm system no longer works. According to them the technician should come out once a year and update the system. I’ve never been told that in the several years I’ve had this alarm system. It used to be a APS and safe home bought them out we tried or are trying to get out of the contract due to the fact that it’s a service call charge to get a technician to come out Plus the fee for updating all the motion sensors the fire alarm and the keypads. To buy the contract out cost as much as updating the system. They refuse to work with us we are elderly and on a fixed budget I would not recommend this company for anything.

  Business Response

  Date: 11/17/2022

  In Response to BBB ID  for ******* ****** *** ******* *** **** ******** ** *****: Thank you for bringing this matter to our attention. Tonia S********, Safe Home Security Customer Service Manager,  has reached out to Ms. ****** regarding this complaint. Upon speaking with Ms. ******, Ms. S******** was informed by the client that there is nothing we can offer to assist in this complaint to provide a resolution. Ms. ****** has mailed in her final payment to close her account with Safe Home Security. Once that final payment is posted to Ms. ******'s account, the account will be cancelled. 

• Initial Complaint

  Date:10/25/2022

  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.

  My mother, ***** ***** was a Safe Home Security customer for maybe a little over a year. On August 27, 2022 of this year my mother passed away unexpectedly from sepsis. On September 7 of 2022, my sister and I called SHS and we informed them of her death and they said all we needed to do was to send an email and attach a death certificate, which we had. I then sent them the death certificate, however in September they were still debiting her checking account.
  
  We then put a stop payment on them and then received an invoice from them for $62.99 + $20 for NSF and $3 for additional "fees".
  
  I had asked them to call me several times through email and called them several times and they never called back until I emailed them threatening them to contact BBB and our State Attorney Generals Office.
  
  They informed me regardless of my mother's death, we had to "buy out" the contract. We could not find anything on any contract and we will be closing my mother's checking account soon.
  
  I did further research on this company and found a Facebook page "Customers Against Safe Home Security" and basically the same issues of preying on elderly and issues of forcing families to pay after a loved one has passed. Also I found out that the Attorney Generals Office of Connecticut had a multi million dollar lawsuit against them for irresponsible customer service.
  
  Upon speaking to them, a woman named Sage in the "Cancellation" department said to them, the surviving family members owe a buy out.
  
  I am furious that a company is allowed to harass and intimidate people.
  Sage contact at Safe Home Security is ###-###-####
  Thank you
  ***** *****

  Business Response

  Date: 10/26/2022

  We are very sorry for your loss Mr. *****.  Children are not responsible for the contractual obligation.  The account has been notated and will be sent to Probate as a claim per section 4 of the agreement.  If there is an estate it will be handled like any other claim by the administrator.  There is nothing further for you to do as you are not a party to the contract.  Once again we are very sorry for your loss.

  Customer Answer

  Date: 10/26/2022

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

   

  We will be pursuing legal action against SHS as our lawyers have found predatorial behavior from your company in a lawsuit from 2019. Your company targets elderly people and have them sign long term contracts and when they die, Safe Home Security goes after their estates. My mother has none, however this is highly unethical and your company needs to be held accountable .

   I workin Public Relations and will be providing a story opportunity for news media.

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

  Business Response

  Date: 10/26/2022

  Mr. ***** there is nothing further to resolve here.  You are not a party to this contract.

  Customer Answer

  Date: 10/26/2022

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

   

  it is my business. The moment your company solicited my mother, an elderly person and who had recently had and someone who had recently had a stroke, it became my business and I will now be coming after your company. 
  

  There’s a reason you’re not accredited with the BBB and much evidence of your deceptive actions. 
  

  No further action on this message with BBB required on your part. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 10/26/2022

  There is nothing further to add here please close this complaint.

• Initial Complaint

  Date:10/18/2022

  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 am trying to cancel a contract with Safe Home Security (Safe Home Direct). I provided written documentation to the company to cancel my contract within the required three day window. SHS will not cancel my contract. I already have an account with ****** ******** until 2025, but SHS will not cancel my contract. The company keeps making me do one more thing before they will cancel the contract. Each time I provide them with the information they request, they make yet another request in order to cancel my contract. This has been going on for over a month now with no end in sight.

  Business Response

  Date: 10/28/2022

  
  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 allowing our office to review and respond to this complaint. I will provide you
  with our company’s position in the ensuing paragraphs of this response.
  We initially wanted to advise you that based on the totality of the circumstances and some apparent
  misunderstanding, we will agree to cancel the complainant’s agreement prematurely and with no further monetary
  obligation. After further review of the complainant’s account, our office did receive a call within the 3-day right of
  recession period. However, during that call our office representative informed the complainant that a written notice
  of cancellation was required in order for the account to be officially canceled. While our office was in receipt of a
  written notice of cancellation, there were questions regarding the authenticity of the email notification. Specifically,
  the sender address on the email that we received was a different email address than the email address we had on
  file for this account. We have these requirements in place to protect our valued customers as we would never want
  to cancel monitoring service for an individual if this was not in fact what they were seeking. With that said, we will
  agree to cancel the complainant’s agreement prematurely without further monetary obligation based upon the
  previously described circumstances. Please know that we will be issuing a refund on any and all payments made
  by the complainant.
  While it likely goes without saying, I wanted to err on the side of caution and provide a clear understanding
  of the situation regarding the Complainant’s agreement. Specifically, I wanted to advise you that the
  complainant’s system will no longer be monitored once the complainant’s agreement with Safe Home is
  canceled. When a system is no longer monitored, this means that Safe Home and its affiliated monitoring
  companies will no longer be providing any emergency dispatch.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

  Customer Answer

  Date: 11/01/2022

  
  
  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.
  
  
  However, in response to Brandon's explanation . . . I only have one email address, so I don't know what he is talking about.  In my opinion, I feel the company kept stringing me along and tried coming up with every excuse under the sun to avoid cancelling my contract.  I never wish to do business with this company ever again, and I would recommend that other consumers avoid this company as well.
  

   

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