Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

524 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:03/17/2023
Type:Delivery 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.
They sold me a security system with the promise of cameras. Cameras were never delivered after 3 months of trying to contact them. I decided due to them not fulfilling the contract to cancel service. I have called a total of 8 times and emailed. Submitted several cancel request and still keep getting charged. No one will return my call.
Business Response
Date: 03/30/2023
The complaint has been forwarded to the dealer, for review
Initial Complaint
Date:03/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company’s customer service department is terrible. We have been trying to get our home alarm repaired for several days. On 3-15-23 a service tech came out and made the issue worse than it was. Now he is saying it’ll be about a week before he can get it right. We have very low confidence in his abilities. And we are not sure if our home has protection or not. He says he is the only tech in the state. We renewed our contract with this company in October of 2022. This company purchased alliance security with whom we contracted with in 2016. On 3-13-2023 we changed the contract to include labor repairs. They sent us a new contract with that beginning date. The contract says we have 3 days to cancel. We tried to cancel today and were told we would have to pay 90% of the remaining contract. The service reps say they will return calls but they don’t always do so. Again I did send and email and left a voicemail asking to void the contract at no charge.
Thanks.
Business Response
Date: 03/28/2023
***** **********

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

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

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

This is in response to Complaint ID ********. We have
reviewed the account and confirmed with Mr. and Mrs. ********** that service
has been rendered and we have reached a resolution for the complaint at hand. Mr.
and Mrs. ********** have also decided to renew their contract with Safe Home
Security and add a warranty to their account for future services. I have
provided my personal contact information to Mr. and Mrs. ********** including
my email, texting line and phone extension. If you have any questions or concerns, please
do not hesitate to contact our office via the information provided below.

Sincerely,
Brianna
M******
Quality Assurance Representative
Safe Home Security
************** **** ****
******************
Customer Answer
Date: 03/29/2023

Better Business Bureau:

This is without any doubt the most unscrupulous company we’ve ever worked with. I understand we are obligated to complete our contract or pay a 90% of the balance. Not much of an option. The company canceled the updated contract with out discussing with me the details. They basically only canceled the labor portion instead of the entire contract. We are signing the new contract only to avoid labor charges. Our alarm is still not working 100%. Their labor charges are fairly high. I do find it odd that they can install parts that fail and the are able to charge customers to fix. The only positive thing is that Brianna is communicating with us. Something no one else in that company was able to do. We are not satisfied with the outcome, but it looks like we have to live with it.
thankyou,

***** **********
Initial Complaint
Date:03/15/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mom passed in November of 2022. This company was contacted and told that. They then told me to email a copy of the death certificate. I did that in December. I received a bill for 231.96 on 3/5/2023. I called customer service on 03/15/2023 about why they are billing a deceased person. the CR checked and said she had the death certificate for my mom but did not have a cancellation letter. I told her I was never informed of a cancellation letter but I would send in the letter but I am not paying for monitoring when the account should have been closed upon receiving the death certificate.
Business Response
Date: 03/15/2023
***** *** ****

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

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

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

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

I am in review of
the BBB complaint #******** concerning the account of ***** *****, mother of
****** *****.

The account has been
turned over to our estate specialist who will reach out to you within 5-7
business days.

Thank you kindly.

Thank you,
AnnMarie M****
Collections Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ******** *****
Customer Answer
Date: 03/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, the resolution is not satisfactory to me until I received the correspondence regarding the amount owed being changed.

Sincerely,

****** *****
Business Response
Date: 03/16/2023
You will be contacted by our estate specialist over the next 5 to 7 business days. If you are not a party to the agreement then you are not responsible for it and our representative will explain our next steps.
Customer Answer
Date: 03/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and will wait to hear from an estate specialist.

Sincerely,

****** *****
Initial Complaint
Date:03/15/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My mother, ****** **** ***** of *** ********** ***** ***** **** ***** passed away on Jan 17 2023 at the age of 92. On September 13, 2018 SHS convinced her to terminate her current security monitoring service causing her to pay an early termination fee and sign a 66 month contract at the age of 87 years and 10 months, most likely knowing she would not live that long. Her Account number is ******. Now upon her death as I was attempting to cancel her service I am told we must pay a fee to satisfy 90% of the contract terms. What kind of company preys on the elderly like this?
I contacted the company upon her death and have finally been turned over to the collections department.
Business Response
Date: 03/15/2023
****** ******** ******* ****
** ****** ***
********* ** *****
****** ***** ********
**** ***** ********

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

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

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

I am in review of
the BBB complaint #******** concerning the account of ****** *****, via the son
**** *****.

Request to close the
account with no further obligation has been approved.

Thank you kindly.

Thank you,
AnnMarie M****
Collections Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ******** *****
Customer Answer
Date: 03/15/2023

Better Business Bureau:

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

Sincerely,

**** *****
Initial Complaint
Date:03/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have been clients of Safe Home Security since 2005, our previous home owner installed the system.
Since we rarely used it and have received numerous false alarms, my wife and I decided approximately 3 years ago to end our contract with the company, a technician from SHS came to our house to disconnect the system. We had paid our last annual payment and considered our business with the company terminated.

I have always felt more comfortable conducting any business by phone rather than email and this interaction was no different. Any questions I had or when I cancelled our contract, I did so by phone. When i recently complained to the collection department of the company, I was told I signed a "docusign" for a continued contract. THAT IS A FRAUD, I certainly never signed a docusign- contract or a copy of such. Then I was told to send in a letter of cancellation notice- again, I do not have such a letter since all my interactions have been by phone.
Business Response
Date: 03/14/2023
To whom this may concern
This customer has been with our company since 2007. On 10/11/2021 this customer signed a new agreement for 60 months. This customer was promised a new panel which is over a $300 value for no additional cost. We have on a recorded call where due to the free equipment given they agreed to sign a new agreement and continue services with our company. On 12/1/2021 our technician Replaced old vista panel with vista 20. Replaced keypad could not get 3 quantum flex to work Talked to ********* (*** *****) and they couldn’t get them registered. So an additional service was required. On 12/8/2021 the technician replaced the radio resulting in perfect signals. Also due to the service issues the customer was afforded $198.00 credit on this account. This customer's agreement is legitimate. Not only is there a recording agreeing to the new agreement but also the email the DocuSign was sent to is the same email included in this complaint. If the customer would like to close this account a payment of 90% or the remaining term would need to be paid in order for our company close this account with no further obligation.
Thank you for your assistance
Initial Complaint
Date:03/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This was door-to-door sales of an alarm system that we agreed to in 2017. We were not happy with the service but understood the terms of the agreement. We moved from the home in 2020 but continued paying the monthly fee as per the contract. It has now been a full year past the terms of the contract and the company will not allow us to cancel. We do not live there. The new homeowners are not receiving service, in fact, no one has in three years, but they will not allow us to cancel even though I have called several times and even sent a letter.

This company is a true scam in every sense of the word.
Business Response
Date: 03/14/2023
The account has been cancelled, with no further financial obligation, per the customers request
Initial Complaint
Date:03/14/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I would like to end the contract with safe home security after 5 year service agreement. I sent the cancellation email with all the detail information they requested on 8/23/22. One of the manager called me I need to pay extra 2 months service to complete the cancellation process and I agreed then he will close the account. However I started to receive the past due invoice on February with $1** amount which means they didn’t close my account at all and keep charging me the money ! So I called customer service right away which is 2/28/23 , they said they confirmed receive my cancellation letter and they will waive the past due invoices ,at the mean time I Still receive automatic phone call from safe home security almost everyday say that they can’t detect my alarm system, so I called again on 3/8/23 customer service to confirm service has been terminated .they still gave me the same answer that the account has been cancelled and told me not to worry about it ,and also they will contact monitoring department to stop detecting my alarm system. And today 3/13/23 I received a letter from safe home security again about the past due invoice of $201 and they warned me if I do pay they will file me in collection. This is very ridiculous and frustrating that I need to spend over 6 months to terminate a contract with an alarm company and they keep sending me increasing amount of past due invoices, this is non sense and very bothering! It took over 6 months to cancel a service and that company seem don’t allow you to cancel even you confirm with them many times!can you believe this will happened in the United States ? I really need you to solve the problem safe home security and don’t ever do that to other customers again!
Business Response
Date: 03/14/2023
****** ***** account had been cancelled prior to the filing and/or receipt of the Better Business Bureau complaint. She has no further obligation to Safe Home Security regarding this account.
Initial Complaint
Date:03/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've had service with Safe Home Security since June of 2021 and really no issues. Luckily, we have not had an alarm go off to need the service. A few months ago, we tested our "panic" buttons and the only thing that happened was a message to my cell phone for a medical alarm. This is very unexpected as the buttons were sold as a panic button in case we had an emergency in the office. I submitted 2 requests online for service and no response. I called in and was hung up on twice and once able to speak to someone, they said the contract said medical pendants and not panic buttons and there was nothing they could do without more money and a new contract. I agreed to an updated contract and ordered two new panic buttons. I signed the contract on 2/14/23 and have not heard back. I have submitted 8 service requests through their website and their app. I also filed an honest ****** review. I did receive a response to their ****** review that they would look into it, but I have not heard a word. After so many requests for simple communication, I have lost faith that this company can provide emergency alarm services and would like to discontinue my service since they have not kept up their end of the contract.
Business Response
Date: 03/24/2023
In Response to BBB ID ******** for ****** ******. Upon review of the account for Mr. ******, we at Safe Home Security show and an agreement for the key fobs was sent to the client. However, the agreement was not returned signed to us, therefore as the agreement is still pending, service was not set. Should the client wish to have service, the agreement would need to be returned, signed, to us at Safe Home Security or the part would need to be purchased upfront.

Please call ###-###-#### with any further questions.
Customer Answer
Date: 03/27/2023

Complaint: ********

I am rejecting this response because: The forms were signed on 2/15/23 and I have emailed to follow up 9 times since then. I did receive a call from Safe Home on Tuesday 3/21/23. I was walking into a meeting and he said he would call back in an hour or two to get this resolved and I haven't heard anything since. At this point, I'd rather just cancel my contract and be done with it. Impossible to communicate with them.

Sincerely,

****** ******
Business Response
Date: 03/30/2023
As stated in our previous response, the agreement from February, was not returned signed to us, therefore as the agreement is still pending and has not been applied to the account.

Should the client wish to cancel the account, the terms of their existing agreement must be met.
Initial Complaint
Date:03/13/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has filed a late payment with credit company
I never signed anything and they admitted that was true but refuse to correct it. I have mail a letter of dispute to safe home security and all credit reporting companies disputing this. This started April 22, 2022
I have all the papers I have sent with a copy of the contract that they sent and it is signed by people in my mobile home park but not by me. I explained the misunderstanding may have come from owning the park. Still I signed nothing with them authorizing to bill me.
Business Response
Date: 03/17/2023
The customers account has been cancelled, with no further financial obligation to Safe Home Security. A credit repair has been requested. Please allow up to 30 days for it to be reflected on the report, as the credit bureaus are on a 30 day reporting cycle.
Initial Complaint
Date:03/13/2023
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In Sept 2020 I bought a custom-built home from **** ********, with a hard-wired security system, serviced by a **** subsidiary. In Aug 2022, I received notification that the security service had been transferred to Safe Home Security (SHS). I received numerous text & phone messages from SHS to sign a contract. I felt pressured by time-constraints and signed a 3-year contract (the only term they offered), on Sept 1, 2022. On Oct 26, my wall monitor beeped with a message about a system problem, and I was unable to use it. I phoned SHS and got a recorded message asking me to leave a VM. After two hours and no call-back, I called again. After another two hours and no call-back, I called the emergency number. The woman who answered told me that it was not an emergency and that she would pass it on to service. After still no call-back, on Oct 27, I called again and left a VM message. Finally, on Oct 28, I called the SALES number - and got a person. I felt stuck with a security company that was unresponsive to customers' needs and began to look at my options. I eventually hired another company, and, on Feb 23, 2023, the alarm communicator unit that connected my home to SHS was de-activated and removed. I then advised SHS that I considered my contract null and void. On March 10, 2023, "Alexis" called & told me there is now a letter on file that my contract would be cancelled in 2025, but I would still be billed for the remaining 3 years. I said that t seems ludicrous to be billed for non-existing service. In addition, starting on Feb 24, I have been receiving a robo-call every day from the SHS monitoring service, telling me that they cannot communicate with my home. This is beginning to verge on harassment. Alexis told me that, since my current contract is not cancelled, they cannot stop the robo-calls. I feel that, since my home is no longer connected to SHS, my contract should be cancelled NOW, and the robot-calls should be stopped!
Business Response
Date: 03/24/2023
***** **********

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

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

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

This is in response to Complaint ID ********. We have
reviewed the account and confirmed that the account of Ms. ****** will be closed
with no further penalty to her. The closing process does require 30 days of
processing. Please allow our office until April 24, 2023 to complete the
closing process. If Ms. ****** would like to continue services with Safe Home
Security, we would be happy to set service for the closest date available. We
will respect either decision. If you have any questions or concerns, please do
not hesitate to contact our office via the information provided below.

Sincerely,
Brianna
M******
Quality Assurance Representative
Customer Answer
Date: 03/24/2023

Better Business Bureau:

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

Sincerely,

**** ******

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