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. has 33 locations, listed below.

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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 Svc

  8810 Pennsbury Pl Rosedale, MD 21237-3929

• 

  Safe Home Security Inc

  PO Box 502862 Saint Louis, MO 63150-2862

• 

  Safe Home Security, Inc.

  PO Box 1656 Sandy, UT 84091-1656

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:11/09/2022

  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,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/17/2022

  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 started getting security through this company years ago. It hasn’t worked now for 6 months. We’ve had their repairman out twice and they thought it was an alarm problem so sent us an alarm that wasn’t compatible to our home. So we’ve tried to cancel for a month now and are paying $40 a month for no service for 6 months. We were finally given an email to cancel by their customer support who would not give us the number until we had to lose our cool. He said the email was [email protected], we’ve followed up with that email twice in a week and they won’t respond. They won’t let us cancel and won’t respond and it’s not under a contract. We thought about telling our credit card company to stop payments but are hoping we can get it resolved without doing that. We’ve paid them $240 in 6 months for no service.

  Business Response

  Date: 10/31/2022

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

  Please note that we reviewed the account and closed it as of 10/19/22

   

  Please close this account as resolved. 

• Initial Complaint

  Date:10/12/2022

  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.

  Watch out for your elderly parents…I had a bad experience with SHS. Two major reasons: 1) They preyed on my elderly parents in February of 2020...they approached them through a vendor and had my 86-year dad sign a 42- month contract without explaining there would be a 90% surrender fee if my dad cancelled early, and 2) as I attempted to contact and work with them in August of 2022 (as we put my parents in a nursing home), I had the worst experience with them returning calls and emails to cancel the contract, let alone discuss how to waive all or part of the 90% fee.
  
  After an initial acknowledgement from SHS, then some promising movement, the communications dried up 26 Aug. I pinged again and received an email back from Taylor A***** on 1 Sep telling me they were reviewing my case. I emailed and called for the next 25 days with no success, then started over on 26 Sep. I was told I’d get a call from Natasha L****. Nothing followed, so I started over again on 3 October and was able to get Samantha S***** to close the account and offer to not charge the full 90% surrender fee. Instead of paying $476.91 (10 months remaining), she was able to get the final amount to $317.94 (for six months remaining). (Interestingly, on 17 August 2022, Samantha was the initial SHS representative to acknowledge my request to cancel.)
  I finally received an email on 4 Oct from Princess B*** telling me my account was closed as of 4 October.
  
  I have asked my parent’s neighbor to inform the new owners of their house not to do business with SHS and to call me for details including this review. As I figure, at $52.99/month for 42 months, SHS will lose $2,225.58 in fees if the new homeowners heed my advice, less the $317.94. In all, SHS should lose $1,907.64.
  
  I was able to speak to a senior manager at SHS on 11 Oct. I told them it isn't about the money, but rather if they want to be known for a va*** like this where they are not accommodating to senior citizens. They won't budge.

  Business Response

  Date: 10/12/2022

  We can not locate the account with the information provided 

• Initial Complaint

  Date:10/11/2022

  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 had a contract with Safe Home Securities which was over in August. Someone tried to trick me into signing another contract telling me it was just for an update. I did not want their services anymore. After a period of time passed I noticed that my account was being charged. I went to my bank and reversed the charges. When I called Safe Home Security I was told very rudely that I had to send an email and or a letter telling them that. I sent emails which they claimed they didn't receive. As well as texts and verbally told them not to charge my account now they send me a bill with fees I refuse to pay for something I don't want. I have copies of the emails and the texts if needed. They never at anytime I spoke with them and told them I did not want their services did they notify me that I had to notify them in writing until after the contract had expired and I was being charged for service I didn't want.

  Business Response

  Date: 10/31/2022

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

   

  Mr. ****** please forward your proof of emails sent to ********************** and we will review these, responding accordingly. 

   

• Initial Complaint

  Date:10/07/2022

  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.

  Was forced to transfer old equipment to my new home or pay enormous penalty, aged equipment is now not working and not getting any response for a technician to come out. Alarm system is not working and still getting charged monthly. Need a technician to come out or for my contract to be cancelled.

  Business Response

  Date: 10/13/2022

  Tell us why here...In response to BBB ID ********: Thank you for brining this to our attention. We at Safe Home Security are fully dedicated to working with ******* ******* to find an amicable solution. Customer Service Manager, Dawn D*****,  will be contacting ******* ******* directly to assist with this matter. 
  
  
  Our Dispatch team is also working diligently to get a service date as soon as possible. 

  Customer Answer

  Date: 10/14/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:issue is not resolved, no compensation has been made, have had to make multiple calls back to customer service in which I was treated rudely, hung up on, and transferred around with no ownership taken to my issue. Also discovered my equipment was changed when moving without being alerted to safety changes.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 10/19/2022

  in response to bb id
  ******** Ms. ********* alarm was recently serviced. The service technician was
  able to restore Ms. ********* alarm system.  Customer service manager Dawn
  D***** has left 2 messages on ###-###-#### as a follow up from service. should
  Ms. ******* have any further issues with her alarm she can reach out to me
  directly ###-###-####   

• Initial Complaint

  Date:10/05/2022

  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 purchased a home security system from a company in ******* in 2018, as part of that contract I also had a service agreement for all the equipment. So, if there was an issue with any item, (alarm, panel, door locks, sensors, cameras, video, etc) a service technician would be dispatched at no cost.
  About a year ago, Safe Home security purchased my contract, however refuses to honor the service agreement unless it pertains specifically to the alarm portion, all other service is an $80+ charge just to resolve issues. I have been told that they ONLY service alarms and not security systems. After several attempts to have issues resolved, per the service agreement I had prior to the buyout, I informed Safe Home Security that I wished to terminate the contract and change security companies. I was informed that I had to submit a formal request for cancellation, which I did in August 2022 for the immediate termination.
  I coordinated for the new security company to begin an installation and takeover of the existing equipment (that could be reused). After the new company arrived I contacted Safe Home Security to ensure the disconnection of the service, and was informed that they would not disconnect because they did not have record of my request, I have a receipt of them receiving. Safe Home Security received the request in the afternoon of August 26, 2022. Therefore, they have ignored the request and now want me to resubmit a request, which I expect to also be ignored, as they now state that I must complete a contract until Nov 2023, a contract I had with one company that included service, and that agreement is apparently no longer valid under Safe Home Security.
  I wish to have the service terminated immediately. The antithesis of these issues is based in the fact that there have been over a thousand vehicular break-ins over the last few months within a 6 square mile area. My equipment does not work as expected, and wish to find a new provider that will support my needs.

  Business Response

  Date: 10/11/2022

  In response to BBB ID ******** : Thank you for bringing this to our attention. We at Safe Home Security are fully dedicated to working with Mr. ****** to provide a solution. Senior Customer Service Manager, Brandon P*******, will be reaching out to Mr. ****** to assist with this matter.  

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair 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 will not cancel my service. We are on a month to month contract, but the service has not worked in over a month. Every attempt I have made to cancel has been pushed to another department. No one has returned my calls and I’m placed “on hold “ for someone “upstairs” each time I call. There is fraudulent activity happening with this company. I want this service cancelled. Thank you for looking into this issue.

  Business Response

  Date: 10/04/2022

  In Response to BBB ID ********: Thank you for bringing this to our attention. Upon further review of Ms. ********* ******** account , we at Safe Home Security will be using this complaint as her official notice of cancellation and will be closing the account.  The cancellation will go into effect on October 5, 2022.