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

523 total complaints in the last 3 years.
223 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:03/10/2023
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.
I have tried to get out of the contract as of June of 2022 because of no coverage. They up graded their system and left me not covered or informed of a mandatory change of my alarm Phone service. I am not sure of all the issues but I think they went from 2G to 3G my phone stopped working and I had no coverage. I do not know the exact date of this change. When I called for an error light they explained the problem with no resolution. I have been paying 39.99 since they would not cancel my account. When I finally got through the misdirection I have a cancelation of 7/23. Can anything be done?
Business Response
Date: 03/21/2023
In response to BBB ID ******** for ******* **********: We at Safe Home Security have been in review of the account for Mr. *********. Upon review of the account, we found that the client is in need of a communication upgrade and a technician to service the system. Per the notations in the account, we offered to render services, however Mr. ********* declined the offer.

The term for Mr. **********'s account goes through July 16, 2023. For the account to be cancelled prior to that date, the client would be responsible for the early termination of the account. At this time, we at Safe Home Security have yet to receive a written notice for cancellation that is also required for cancellation. Be that as it may, we will use this letter as the cancellation notice.
Initial Complaint
Date:03/09/2023
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.
Alarm panel is beeping and will not stop. have tried to call and every time i call they pick up and tell me due to the volume of calls they will call back and never do. The one time i got someone to stop and talk to me i explained the problem and they told me someone would reach out for a appointment to come fix. welll that has not happened and i still have a alarm that is not functioning and no one will return calls or call to set up a appointment to repair a non functioning alarm system.
Business Response
Date: 03/16/2023
In response to BBB ID ******** for ***** ******** - We at Safe Home Security have been in review of this complaint and the account for Ms. ********.
Senior Account Executive, Peter G*******, spoke directly with Ms. ******** regarding her BBB complaint filed on March 9, 2023. On March 8, 2023 the client called in to schedule a service appointment and was given the date of April 25, 2023. At that time the service writer who assisted in scheduling the appointment, sent a request for a sooner service date. Our dispatch team was able to get a sooner date for March 30, 2023. She had not yet been informed of the sooner date. While speaking with Mr. G*******, the client was informed of the service date.
Should Ms. ******** have any additional questions regarding the service appointment, please call Mr. G******* at ###-###-####.
Initial Complaint
Date:03/07/2023
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 2014 I signed a 5 year contract with **** ******** **.. in ************ **. In 2019 Safe Homes Security bought the business They called me numerous time to try and get me to sign a contract with them. I did NOT sign and was not happy with their service. I told them numerous times I no longer needed their services and they will say I don't owe them and then they will send a bill and say I do. I have been harassed by them since July, 2022. I cancelled with them. I have emails to prove it. I have sent it to them and they keep sending me bills. I kept their security and I did all the right things to cancel..I have a voice mail saying my account was closed but they keep sending me bills and say I owe them until October 2023. I am so tired of them saying I owe them when I do NOT. I want them to close the ACCOUNT and quit sending bills.
Business Response
Date: 03/08/2023
THE ACCOUNT HAS BEEN CANCELLED, WITH NO FURTHER OBLIGATION BY EITHER PARTY
Customer Answer
Date: 03/09/2023

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:03/02/2023
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.
I contracted Safe Home Security for my home. My contract told me I could cancel if I gave a three-month written notice. On October 6, 2020, I mailed Safe Home a written notice that I was canceling and not signing a new contract. On 1-6-2021, I received an email that included a renewal contract from Safe Home Security, asking me to sign the agreement, and I replied that I wanted to cancel my services. The emails continued on 1/8/2021, 1/18/2021 & 1/12/2021, and I reiterated that I wanted to cancel. Eleven months later, on November 25, 2021, I received a phone call from Teri N****, who acknowledged having received my cancellation letter in January 2021 but asked how she could keep me as a customer. I reiterated that I did not want to renew. While on that call, I discovered Safe Home was still charging via auto-
On 1/23/2023, I received a phone call from Anthony N****** from Safe Home Security, Inc telling me that he was new management and requested that I owe a balance and that I needed to put the cancellation in writing (after advising him that I canceled numerous times). He then offered me a 10% discount if I canceled if I paid the amount. I declined, and the call ended after advising him that I could provide him with proof of my cancellation. Mr. N****** disregarded the proof I provided and offered me the same discount if I paid.
On 1/24/2023, Safe Home Security had notified ***** ***** (credit reporting companies) that I was delinquent in my payments and that my credit score decreased by approximately 80 points as a result of the false assertion that I was delinquent in payment to Safe Home Security. After learning of that, I emailed Mr. N****** complaining that I made multiple contacts to cancel and that I was billed anyway (after acknowledging my written notice). The email included copies of all of the correspondence. ***************************************************************************************************************************************
Business Response
Date: 03/14/2023
Please be advised I have been in contact with your attorney, ****** *********, regarding resolution of your concerns.
Customer Answer
Date: 03/15/2023

Complaint: ********

I am rejecting this response because: The negative inquiries are still on my credit report, and I am still receiving (Yesterday 3/14/2023) calls from the company requesting payment; however, everytime I refer them to my attorney.

Sincerely,

**** ****
Business Response
Date: 03/15/2023
I spoke with Attorney ****** ********* today. A refund check in the amount of $406.89 will be made payable to **** **** and sent to the attorney's office. The credit update has been processed and a copy will be sent with the check for the customer records. The account has been closed, with no further financial obligation to Safe Home Security
Customer Answer
Date: 03/16/2023

Complaint: ********

I am rejecting this response because: it is still showing the negative inquiries, however, it was reported that I’m NOW current, but still showing the negatives from the previous months.

Sincerely,

**** ****
Business Response
Date: 03/17/2023
A credit update was requested and completed. Please allow up to 30 days for the changes to be reflected on your credit report, as the credit bureaus update on a 30 day reporting cycle. . A copy of the credit update was forwarded to your attorney, along with the refund check, which was issued and mailed yesterday, 3/16/2023.
Initial Complaint
Date:03/01/2023
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.
I am attempting to end my service with safe home security.
I have been told that a contract was signed, however the contract is not binding as I did not sign the contract. My husband says he may have signed my initials but doesn’t think so and legally, the contract only should have been signed by me with my name on the account. The contract is not binding.

I was also asked to upgrade to a new 5g service which would cost 3.00 more per month which in the “contract” states that they are not allowed to charge more during the contracted months. I said no thank you as I don’t even want the service any longer so I don’t want to pay more for it.

The rep said those fees for Installation and the 3.00 per month would be waived and to do the upgrade because It would be free. like all of their other lies, my account was charged for both and now they are saying I can’t get the money back for the fees they promised they wouldn’t charge unless I sign another contract.

I have asked them numerous times to pull the calls I have had with “supervisors” but no one ever gets back to me with any findings, they just send me to someone else each time but never get me an answer except for that I’m stuck for 60 days but no one will review the calls proving I did not initial the contract. I asked to speak to a manager today and was told manager don’t work with single cases like this because they have bigger issues to deal with.
Excuse me? This is a big issue for ME!

In the contract it says the reps name is PRINCESS BLUE But the initials are JS. How is this acceptable? All I am asking is that my service is cancelled due to the fact that I didn’t want to renew it and I never signed off on it though it is my account. There is a lot of sketch and criminal things going on here.

I’m addition, my account is up to date and they have said 3 different times they will update my credit report but have not done so, and my score just keeps dropping even though it was paid and isn’t late.
Business Response
Date: 03/01/2023
To whom this may concern
We will be closing this account with no further obligation.
Thank you for your assistance
Customer Answer
Date: 03/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 19514813, and find that this resolution is satisfactory to me. Doug assisted me in a profound way today and I greatly appreciate the service he provided to me.

Sincerely,

******** ********
Initial Complaint
Date:03/01/2023
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.
Was notified by email on Feb. 21st that SHS system would not be functional due to the equipment in my home only supporting 3g (which was discontinued on January 3rd.. according to my security system). I called SHS to see what steps were needed to upgrade my system and was told the upgrade would cause an increase in monthly monitoring cost. I then asked to cancel service. I was told I needed to email "[email protected]" in order to cancel. I did this to no response. I called their complaint number and was told the 3g-4g upgrade was the governments fault. I again asked to cancel my service and was told to email "[email protected]" and I have yet to receive a response. In the meantime, I have been charged 34.99 twice this year for no service. I asked about being refunded and was told there is no refund. He was incredibly rude, but I know there is no law against that. I'd like the service to be cancelled and to be refunded for Jan. and Feb. payments in which my security system was not communicating. We received no prior notification that our security system would cease to function on Jan. 1st.
Business Response
Date: 03/11/2023
In Response to BBB ID ******** for *********** **********: We at Safe Home Security have been in review of the account for Mr. **********. We at Safe Home Security understand the importance of having a functional security system. To have the radio updated, there usually would be an increase to the monitoring rate. However, we can upgrade the system at no additional cost to the customer with a new 36 month agreement signed. Should Mr. ********** wish to not sign an updated agreement but have the radio upgraded, the radio can be purchased upfront for $199. The account has been requested for cancellation and the process can take up to 30 days to finalize. Should Mr. ********** wish to have the radio upgraded with one of the options mentioned, please call ###-###-####.
Customer Answer
Date: 03/15/2023

Complaint: ********

I am rejecting this response because: #1 - I have yet to receive confirmation that the account was closed. I can update my response once the account has been officially closed. #2 - My service has been cut off since January and I have been billed for services I did not receive. It's my understanding the company will not refund these payments I paid for no service.

Sincerely,

*********** **********
Business Response
Date: 03/21/2023
Please refer to our previous response, the account has been requested for cancellation. Please allow up to 30 days for completion.
Customer Answer
Date: 03/23/2023

Complaint: ********

I am rejecting this response because:

It should not take 30 days to close a customer account. I put in my request to close on Feb. 28th. Please advise when my account will finally be closed. This is being dragged out for no good reason.

Sincerely,

*********** **********
Business Response
Date: 03/24/2023
Please refer to previous response, we have nothing further to add. The account is in the cancellation queue.
Initial Complaint
Date:02/16/2023
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.
my mother passed away on 9/5/22 and she had a contract with safe home until 11/22. we sent them emails and have email from them stating issue has been resolved but it hasn't. we owe for oct and nov payments and the account was closed. i sent in all documents death cert probate paperwork and letter stating we are cancelling the contract 30 days before contract end date. we want to pay final payment but they we keep getting the run around.
Business Response
Date: 02/16/2023
Mothers name and account number please.
Initial Complaint
Date:01/27/2023
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.
The complaint is re Account number ******. SHS purchased my contract which clearly states I am on a month to month contract. I have provided SHS with a written cancelation but they insist my contract will not expire until 7/6/23. I spoke with Bill at ext. **** and he confirmed that my contract is month to month and that it should be cancelled no later than 2/1/23. I have called on numerous occasions and continue to get the run around and no confirmation of the cancellation.
Business Response
Date: 02/03/2023
In Response to BBB ID ******** for ******* ******: The Safe Home Security account for Mr. ****** has been cancelled per the clients request.
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.

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