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

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:09/28/2022
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 currently have a three-year contract with Safe Home Security to monitor my home. I am moving to a new address and wanted to cancel, but I would have to pay the remainder of my contract which was two-years at $972. Therefor, I agreed to move the equipment to my new home. However, there is a $200 charge for the uninstall and reinstall. I also have to re-sign a new contract for three years and void my previous contract, without getting credit for already completing the first year. If I were to be a new customer, there wouldn't be a charge to the equipment, it is offered for free. The company should have acknowledged my existing contract and allowed me to continue it at my new address and also should have not charged me $200 for the equipment move, since it is offered free to new customers and technically I am signing a new contract.
Business Response
Date: 10/04/2022
The customer's system was installed at no charge, in 2013. The fee to uninstall and reinstall the system is 200$, which is the charge for the technician. We will agree to split the cost, and credit half of the fee, (100$) toward her monthly monitoring, which will be three months.
Initial Complaint
Date:09/28/2022
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.
We originally called SHS several months ago about our broken system, the alarm was chirping. We we're told we had to upgrade to 5G and there would be a service fee involved and we would need to upgrade our equipment. We decided to cancel.

I spoke w/a very nice woman, Maria, who tried to convince us to stay. My husband called her back, twice and left voice mail messages. Maria did not return any of the calls.

I called again, this time I was speaking to Yafari, who was not nice and not helpful. He said I needed to pay 90% of my contract. Now, he is sending me emails, telling me i have to pay the 90%.

I want to cancel my contract, actually my 3 year contract ended, i want to NOT renew it and have no further communication with Yafari.
Business Response
Date: 10/04/2022
In response to your BBB complaint # ******** ,Thank you for reaching out to Safe Home Security . You will receive contact from Princess B*** to resolve and assist with this matter .
Initial Complaint
Date:09/28/2022
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.
Alarm phone App ceased to function with the Alarm Control Panel approximately three months ago. We contacted alarm company with the issue and were told that the towers were being changed and the problem would self-correct in a week or two. Three weeks passed and the problem did not self-correct. We contacted the company again and were told a chip in our Alarm Panel was outdated and would need to be replaced at our expense. We were told a new contract would be sent to us for signature. Another week passed and we did not receive the contract. We contacted the company again and were told that once a new contract was signed the chip would be sent and a technician would be scheduled for service. New contract was received, signed, and returned the following day. Two weeks passed and no chip was received. We contacted company. Representative acknowledged the company's error and said the chip would be sent by the end of the week and that a technician could be scheduled for service on the following Friday. We received the chip about seven days later and called to ensure technician could be out on Friday. We were told then technician could not come out until the following Monday. Technician then called to re-schedule for Tuesday. On Tuesday technician called to cancel installation at the last minute. We informed company that we wish to cancel service and were told we would be help responsible for paying 90% of the remaining contract. We have not received services company agreed to provide for at least the last three months. During this time two malfunctions of the panel have resulted in police in being dispatched to home, despite our disarming the panel system.
Business Response
Date: 10/04/2022
In Response to BBB ID ******** - Thank you for brining this to our attention. We at Safe Home Security are fully dedicated to reaching out to Mr. ******* ****** to provide a solution. Customer Service Manager, Tonia S*******, will be reaching out to Mr. ****** to assist in resolving this matter.
Customer Answer
Date: 10/08/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I am willing to speak with the company representative, if they are willing to admit they did not provide the services agreed upon and caused my wife to miss work unnecessarily.

Sincerely,

******* ******
Initial Complaint
Date:09/27/2022
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 sold my house a month ago and I’ve been trying to cancel my alarm service. The reason for the cancellation is that I moved in with my boyfriend so I don’t need there service anymore. I’ve been getting the run around since August 18th and it’s about to be October. When I called I was told that in order for me cancel that I need to email customer service and send in the required info that was requested which I did 3 times and then was told that a manager was going to call me back and I still haven’t from anyone. I reached out to the sales person who sold me my alarm system and he basically told me that they reason I haven’t heard from the company is that they don’t want me to cancel my contract, but why would I keep paying for an alarm service that I don’t need or have. So I decided to call again and someone transferred me to the cancellation department which I didn’t even knew existed because I was told I can only send emails. I spoke with Teri Nemi and she took my buyout payment and told me that she was going to forward the cancellation email and also the receipt from me buying out the rest of my contract. I still haven’t heard anything and I just gave them $500. I don’t Understand why it’s taking so long to cancel my service and they have their money. This is very disappointing and frustrating. I will never recommend them to anyone I know who’s looking for an alarm company.
Business Response
Date: 09/27/2022
The account has been cancelled, per the customers request, without any further financial obligation. Thank you for your business, We apologize for the inconvenience.
Customer Answer
Date: 09/28/2022

Complaint: ********

I am rejecting this response because:The alarm system is still active and I’m still getting alerts of the system is still on and they have not canceled it. They have been lying for the past month about canceling the alarm system. I have the emails were the system is still on.

Sincerely,

******* ******
Business Response
Date: 10/04/2022
Per our original response, the account was cancelled.
Customer Answer
Date: 10/07/2022

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:09/27/2022
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.
We were told our system needed an upgrade and we have been waiting weeks for technician to contact us cannot use alarm and repeated contacts with company have resulted in nobody returning calls under any circumstances have tried everything
Business Response
Date: 10/03/2022
In response to BBB complaint ID ******** , Thank you for bringing this to our attention . Senior service Manager Jacob D****** will be reaching out to Mr. ********* to assist and resolve this matter.
Customer Answer
Date: 10/04/2022

Complaint: ********

I am rejecting this response because:

Sincerely, I have left several messages for
For Mr. Jacob d****** in regard to this complaint and to date he never contacted me nor did I receive a response of any kind...we are unable to use the alarm system at all...We would appreciate a technician contacting us to upgrade our system and install battery pack as soon as possible!
Thank you sincerely
************ ** ************

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

****** ********
Business Response
Date: 10/14/2022
We at Safe Home Security apologize for the delay, we are diligently working to getting in contact with a technician wo can service Mr. ********** Alarm system.

Safe Home Security Manager, Jake D****** will be contacting Mr. ******** with an update.
Customer Answer
Date: 10/14/2022

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:09/27/2022
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.
Dear Sir/Madam
In August of this year SHS charged my checking acct. $41.59 I notified the Bank, ***** ******, that we had no service from them since the middle of March 2022. The Bank investigated and canceled the charge. A month later I received an invoice from SHS for $41.59 + $3.00 processing fee,+ $20.00 EFT Return, I ignored it. Recently I got a Statement from SHS with more charges for a total of $110.41. (I wrote a letter, below)
Their reply to my letter of the 17th was, that I could buy out of my contract.
I originally I signed a contract with ******** on 9-5-2018. Did they changed their name or sold the company to SHS? The contract was to run through to August 2023.
I don’t think that I should be held to this contract. They SHS did not live up to the contract by not giving me services. I did not break the contract, they did.
Please help with resolving this matter, by canceling this contract.
Sincerely, ********* ****
P.S. I am a Senior in my late 80th, I was solicited by two young men.

Sept. 17,2022

********* B*** **** **** *** ******** ******* **** **** ********* **** **** ****** ****** *********** ** *****
As of the middle of March we have not have any service from you. Every time we had a conversation with a person in your office, a total of seven times, we were put off and strung along with the promise that someone would be out to our house to fix the problem within a week or ten days!

The last conversation was on May 19. We were told that a Technician would be out the middle of July to start service again. We would have to sign a new contract, because the contract we signed previously was too old. We let that person know that it is unacceptable, we can't wait that long.

We have not signed a new contract with you and we do not intend too. We do not need or want your service. Your equipment can be picked up anytime.
Please do not send anymore statements, we do not to pay for services not rendered.
********* ****
Business Response
Date: 10/03/2022
In response to BBB complaint # ******** Thank you for bringing this to our attention at Safe home security. Junior Manager Tonia tried to reach out multiple times and received no contact from customer to resolve this matter. When calling she was unable to leave a message. Customer is requesting no contact from the company however we are not adverse to servicing his alarm. Please contact our service department ###-###-#### ex. **** to schedule a appointment.
Initial Complaint
Date:09/27/2022
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.
We canceled our contract with Safe Home monitoring approx 6 years ago because the equipment was broken & they sent no one to repair it for over 1 year. So we called them because our 5 year contract was over to make them aware that we would not continue to use their services. We also sent them a letter stating that we canceled the contract. They have continued to bill us for services that they have not provided for over 6 years. How can a home monitoring company not be aware that their equipment is not working. We want them to stop billing & remove anything negative from our credit report. Additionally , please stop all billing.
Business Response
Date: 09/28/2022
In response to BBB ID #******** Thank you for bringing this to our attention , Our Senior Manager Deanna H. will be calling **** *******/****** to resolve this issue in a timely manner.
Customer Answer
Date: 09/29/2022

Complaint: ********

I am rejecting this response because:I spoke to. the business regarding this issue and they admitted having received the written request to cancel in May 2019. At the time of the cancellation, we had called the business for a repair for over a year & did not have a contract because the (5) years of the original contract had expired. The company did not repair the equipment which did not work for 1 year prior to cancellation. We tried calling the company for years trying to resolve this including calling the company numerous times but once we identified the account #, we would be transferred to a ringing line & no one ever answered. The original annual contract cost was $ 400 but the last invoice was over $800.00. We are appalled that this business failed to provide the services listed in their contract, failed to repair failed equipment when requested for an extended period time, ignored the cancellation notice when the contract expired and expects to be paid for one of the worst examples of customer service that we have encountered. Unless the company agrees to the concerns listed in the original complaint, we are at an impass.

Sincerely,

**** *******-*******
Customer Answer
Date: 10/23/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

**** *******-******

Ms W**** will receive documentation if she send copies of said contract per our discussion.
Thank you.
***** *******/ **** ******* ******
Customer Answer
Date: 10/26/2022
We have requested a copy of the contract on which the company is basing their decision. Our records show that the contract with the company had expired. If the company has a contract then we would like to see the item they are basing their decision on. We wrote them three(3) separate letters beginning in 2018 & the company has never responded. Additionally, we have tried to call them 6 or 7 times with no response. This is the info on which my response is based.

Thank you.
Business Response
Date: 11/04/2022
Please see our previous response regarding this complaint.

In Response to BBB id ********: When Safe Home Security Manager, Cassandra W****, called Ms. **** *******-******* to assist in this matter, Ms. *******-******* was unable to verify the account and informed Ms. W**** that she holds Power of Attorney for Ms. ***** *******.

Ms. *******-******* was then instructed to send in the appropriate documentation showing that she holds power of attorney to Safe Home Security.

As we at Safe Home Security have yet to receive the documentation, we are unable to speak with Ms. *******-******* at this time. Once Ms. *******-******* has the documentation she can call Ms. Cassandra W**** at ###-###-#### or Ms. Deanna H******** at ###-###-####.

Once we have the Power of Attorney documents, we will be able to provide the requested documentation.
Initial Complaint
Date:09/27/2022
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.
customer ID: ******: Date as of June 2022: I have been with This security company for over 5 years. My bank account was compromised in June, at which time I reached out to Safe Home to close my account. I have been explaining to Safe Home that the security is not working. The sensors are old and falling off windows, the fire detector does not work, which puts my family at risk. They were not willing to replace the sensors and stated that after a while part of the fire detector needed to be replaced, this information I did not know, I have spoken with at least Three or four different representatives from Safe Home trying to cancel this service with no results. They are continuously sending bills and have sent this to my credit report. I would like this account closed and removed from my credit report.
Business Response
Date: 09/28/2022
In response to BBB id #********* **** *****
Thank you for bringing this to our attention , We at Safe Home Security are fully dedicated to reaching out to Ms. ***** and assisting her with this matter.Senior Retention Manager Princess B*** will be reaching out and resolving solution.

Customer Answer
Date: 10/05/2022

Complaint: ********

I am rejecting this response because: The company did nothing to resolve my case: I am currently in the same place I was when I filed the complaint

Sincerely,

**** *****
Business Response
Date: 10/18/2022
Retention Manager, Princess B***, spoke with Ms. ***** regarding the cancellation of the account. As per the conversation with Ms. Princess B***, the accounts cancellation has been requested as the cancellation letter was sent in the appropriate time.
Customer Answer
Date: 10/19/2022

Complaint: ********

I am rejecting this response because: They offered no solution to my request. ten yr. customer and they put this on my credit report and would not remove it.

Sincerely,

**** *****
Business Response
Date: 10/31/2022
The account is being closed with the past due balance being waved.
Initial Complaint
Date:09/26/2022
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.
Our Alarm system is having problems. The front porch lights keep blinking after an alarm went off. I called Safe Home 5 times and each time they said someone would come to fix it. It’s been 8 weeks since the occurrence. I pay them a monthly fee that includes service and support. They still have not responded to the issue and we don’t have our porch lights working. We are concerned they are not a ligitimate business. They have not called back with a date of resolution. We are in a three year contract with them. If they can’t fix the alarm system they should at least cancel our contract and let us work with a real alarm monitoring company like *** or ******* home. We are concerned for our safety as we have no idea if the system really works.
Business Response
Date: 10/03/2022
Thank you for reaching out to Safe Home Security , we are going to have our Junior Manager Alicia M******** reach out to Mr. ****** and resolve this issue.
Initial Complaint
Date:09/26/2022
Type:Product 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 alarm system has been down for several months due to the battery requiring replacement. I've called multiple times per week since the issue arose and have been told on every occasion that I would get a call back to schedule the repair. I have yet to get a call. The company is legitimately committing theft at this point. I would like my contract voided at no cost and my money back from the time the issue started.
Business Response
Date: 10/03/2022
In response to BBB ID ******** - Thank you for bringing this to our attention , we at Safe Home Security are fully dedicated to servicing Mr*********'s alarm system. It appears we already have a service for a technician to come out on Oct.20th in between 9am-1pm. After reviewing your signals it appears they are coming into the monitoring station , due to the inconvenience I will be requesting a month of free service on your account.
Customer Answer
Date: 10/04/2022

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.