Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

519 total complaints in the last 3 years.
224 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:12/28/2022
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'm a 70 year old woman, it was a trial run and now they want 3200.$ to cancel service
Business Response
Date: 12/30/2022
Regarding: Complainant: ****** *****
Your Record Number: ********
Dear Ms. ****:
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.
We wanted to let you know that we have analyzed the complainant’s account history with our office. When the
complainant entered into this agreement with our office, the complainant participated in what we refer to as our
Video and audio “Pre-call” survey. This is a Video 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. Accordingly, 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. am specifically referring to the complainant’s
indication that she believed that the agreement she had signed with Safe Home Security was a Trial rather than a
term agreement. I have inserted below the text of some of the survey questions and responses that relate to this
topic:
Question - “Do you understand that the initial term of your agreement with Safe Home Security is the
number of months listed below? 60
Answer – Complainant Responded “Yes”
Question - “Do you understand that the monthly monitoring rate is the monetary amount displayed listed
below? $63.99
Answer – Complainant Responded “Yes”
Question – “Do you understand you have three days in which you may cancel your agreement for any
reason or no reason at all?”
Answer - Complainant Responded “Yes”
Question – “Do you understand and acknowledge that your first payment displayed below is due and
payable at the time of installation of your security system $63.99?”
Answer – Complainant responded, “Yes”
Question – “Has your representative made any promises that are not covered on your written agreement
or during this call, including but not limited to your financial responsibilities, the term of the agreement, or
the equipment you will be receiving?”
Answer - Complainant Responded “No”
Question – “Do you currently have an alarm system installed in your home?”
Answer - Complainant Responded “No”
Question - “Has the technician installed all the equipment that was promised, and are you satisfied with
the installation of your security system in your home today?
Answer – Complainant Responded “Yes”
Question - “Have you signed all the paperwork that was presented at the time of sale and installation?
Answer – Complainant Responded “Yes”
It was important to us to provide a detailed explanation to your office regarding the comprehensive efforts
we make to ensure that our customers clearly understand various aspects of their agreements with our
company. The bolding of this text is exclusively for emphasis. We have genuinely made an effort to
communicate this information to our customers. We invest a great deal of time and effort in creating 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.
In an abundance of caution, we wanted to clarify that Safe Home Security does not offer a trial period to our
customers. Rather, our customers enter into an agreement for a particular period of time and that time period is
referenced in the survey as well as on the written agreement itself. In addition, the complainant’s agreement
afforded them three days to cancel the agreement for any reason or no reason. n the complainant’s case, the
request to cancel was made substantially after the expiration of these three days. We are respectfully not willing to
agree to prematurely cancel the complainant’s agreement with no further monetary obligations at this time. We
believe that the transaction was performed fairly and equitably, and, as such, cancellation is not merited in these
circumstances.
While we are not able to approve the complainant’s requested relief, we can offer the following options:
1. The complainant may continue with their 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 their contract,
and upon receipt of this payment, the complainant’s contractual obligations shall be concluded.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:12/28/2022
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 numerous issues with my security system from Safe Home Security. Technicians have been to my house and have been unable to fix the system. It is not communicating to their central station so they receive no distress information from my home. In addition the alarm sounds at random intervals, mostly in the middle of the night, to alert me of the communication error. I was charged to do the upgrade from 3g and it still did not fix the problem. I’ve also been told 3 times now that I will not be charged for the months the system was not working yet they continued to charge me and did not refund me any of the money. I didn’t have issues until SHS acquired my original alarm company. They’ve been auto renewing the contract each year which I wasn’t aware of. Now they will not let me out of my contract even though they are not providing me the service they are contracted to do. This company is dishonest and their product is a waste of money. I do not have the peace of mind I desired by getting a home security system.
Business Response
Date: 01/05/2023
In Response to BBB ID ******** for ****** ****i: We at Safe Home Security have been in contact with *** ***** regarding the matters in this complaint. There is a service appointment scheduled for a technician to service the alarm system on January 17th. We have also requested a credit to be applied to the account due to *** ***** not being able to use the system.
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.
Cancelled service and paid the final invoice, yet the company continues to send me invoices stating past due, etc.
Business Response
Date: 12/20/2022
The account has been cancelled without further obligation.
Customer Answer
Date: 12/20/2022

Complaint: ********

I am rejecting this response because:
Account has not been cancelled. I just received the attached invoice dated 11/27/22 stating that I still owe $165.94
Final payment was sent in early November to close account.
Need written evidence of account closure.
This has negatively affected my credit because of the company's non response.

Sincerely,

****** ********
Business Response
Date: 12/20/2022
Consider this written response through the BBB the account is closed. Ignore previous invoices they are irrelevant. If you see that you were reported delinquent by Safe Home Security dispute it with ** and ******* and we will update your record accordingly. This is the procedure.
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.
A contract was signed on 29 February 2016 with SafeGuard America for system monitoring. In June 2019 I attempted to contact the company several times because the system had issues and was not functioning correctly. The test was performed as part of the agreement in section 9 of the agreement. I was told that a technician would come out to take a look at the control box, but the technician never came. In July 2019, my son who came home on vacation called SafegGuard on my behalf to better explain the issue. I gave permission for my son to discuss the problems I was having while the SafeGuard representative was on the line. Safeguard was trying to claim it was a phone line issue however my son successfully made and received calls to/from various numbers via the home phone to determine nothing was wrong. When attempting the test from the alarm system, the system failed to call out as evidenced by the representative confirming they were not receiving anything on their end. The representative then exclaimed that the system had to be looked at due to either a hardware failure or the system was not programmed with the correct callout number to reach the monitoring system, and a technician would be dispatched but could take 1-2 weeks due to the technician working in a different area at the time. While section 9 indicates the service is for monitoring services and not repairs, SafeGuard failed to honor a request for repairs to the security system by not sending a technician. As a result of a failed system, whether hardware or programming issue, the effective monitoring of the alarm system was non-existent. I paid up through November 2019 before giving up. I also sent a letter of cancellation, however, it seems that it was either lost in the mail or not honored by SafeGuard as I kept receiving bills. And as of this date, they have sent to the collection agency to collect above and beyond what is fair. I would like to negotiate but should not be held accountable to pay $1600+
Business Response
Date: 12/21/2022
Customer signed a 60 month contract in 2/2016 which will not be eligible for cancellation until 2/2021. the last payment received was 11/2019. The ********** were contacted many times to resolved issues with the system and settle the account, to no avail. The account has been placed with a third party collector, for the remaining balance due and owing. We will accept 50% of the principal balance owed and waive the late and finance charges which have accrued, since 2019.
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,

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

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