Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

519 total complaints in the last 3 years.
224 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/22/2025
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 submitted a written non-renewal notice for my home security monitoring service well in advance of my contract’s end date, as required. My letter was delivered on July 14, 2025, according to **** tracking (Tracking #**********************), and I also followed up with an email that included a copy of the original notice. Despite confirmed delivery and multiple follow-ups, the company has not acknowledged receipt or provided written confirmation that the contract will end as requested. I’m concerned they may continue billing me beyond the expiration date of December 22, 2025, against my explicit notice to cancel. This lack of response and accountability is unacceptable and appears to be a pattern based on public reviews.
Business Response
Date: 07/28/2025
**** **** ********* ****
***** **** *** ****
**** ****** ******
*********** ** *****

*** *** ********* ** ********
In response to BBB complaint id ********, Thank you for bringing this matter to our attention. We’ve reviewed client, *** ****'s, complaint regarding the cancellation of his home security monitoring service and wish to clarify our position.
Our client’s contract requires written non-renewal notice delivered at least 60 days prior to the current agreement’s expiration. According to **** tracking, your letter arrived on July?14,?2025, which is approximately five months ahead of the contract’s end date of December?22,?2025.
Because your notice complies with the contractual requirement and was delivered well before the required deadline, it constitutes a valid 60-day cancellation request.
Under the terms of your agreement, Safe Home Security has up to 60 days to respond formally to such notices. Given that only 14 days have passed since delivery, our lack of written response at this point is within the agreed notice period and not our ignoring the request.
Moreover, your contract specifies that cancellation can only take effect upon the contract’s natural expiration on December 22, 2025—unless the client settles the service at 90% of the unpaid contract balance, which has not happened in this clients case. Your request will be processed in full compliance with your contract terms, and billing will cease once the contract ends.
We apologize for any frustration caused by the delay in acknowledgment. If you would like confirmation of receipt of your cancellation notice or an update on the status of your account before December, please contact our retention team directly at ###-###-####. We are happy to provide documentation of receipt of the cancellation request or confirmation of the accounts closure in December.
Thank you for your patience as we work to process your request according to the contractual timeline.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security, Inc.

Customer Answer
Date: 07/29/2025

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:07/17/2025
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 had a security system installed and it never functioned correctly. It set off false alarms constantly even when they came and serviced it within a month due to dead batteries. Batteries where replaced at a large cost within a month. This only solved the problem for about two weeks. We had to bypass all zones to keep the alarm from going off constantly, and I told the service man that it was not working and to take it away, which they did. The system has not been on site since 2020, however they continue to insists and charge for, that they have provided "Monitoring" services to date for a system that does not exists on site. Ive attempted numerous times to cancel the service and each time Im told there are no notes about requested cancelation in thier system. I have no problem buying there shady contract out but im not seeing paying them for monitoring of a system that never worked as advertised and has been removed. They state they have no notes on the system being removed but if they are Monitoring it, and it doesnt exsist, what exactly are they monitoring?
Business Response
Date: 07/22/2025
In Response to BBB ID ********
Safe Home Security has reviewed the complaint along with the associated customer account and found that this matter has already been addressed directly with our Collections representative, Timothy T***********. Based on that interaction and subsequent resolution, the customer's obligation was fulfilled, and Safe Home considers this matter resolved.
The charges referenced by the customer were for monitoring services provided as part of the signed agreement. While the customer asserts that the equipment has not been on site since 2020, Safe Home has no documented record of the system being removed or any formal cancellation request.
Please note that removal of the system without Safe Home’s involvement or notification does not terminate the agreement. Monitoring fees remain applicable under the terms of the contract unless a cancellation is properly processed.
If the customer has any remaining concerns, they are encouraged to reach back out to Timothy T*********** or contact our office directly for confirmation of the resolution.
Initial Complaint
Date:07/11/2025
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.
I was attempting to cancel the service my mother had with this company and first contacted them in May as she was in hospice and not expected to live much longer. At the time, nothing was said about my mother having an annual contract with them. Furthermore, as she was in the hospital in August 2024 as well as September and a transitional care unit in September and October and entered hospice at a care center where she remained from November-June 7, 2025 (date of death). In other words, it would have been rather difficult for her to renew this contract!

That is not my issue, however. The payment was on auto-pay and it looks like she was current.

My problem is that despite this company knowing that my mother is deceased, despite knowing the house has a signed purchase agreement with a closing date of 8/16/25, the company continues to contact me in an effort to renew the contract. I am literally being bombarded with personal emails (not auto-generated) insisting that I need to continue using their service in order to “protect” the house.

I am attempting to settle my mom’s estate therefore it is critical for me to accept phone calls, get confirmations of cancellations in writing, etc so blocking isn’t the answer.

I have tried to resolve this by making it quite clear I have zero interest in doing business with them multiple times. I have also made a complaint to the business and was assured it would not happen again. That didn’t work either as this behavior has continued.
Business Response
Date: 07/18/2025
**** **** ********* ****
**** ****** ******
*********** ** *****

***** **** ***** ****
*** ******* ** ******* *******
** ******** ** *** ********* ** ********
We would like to begin by offering our deepest condolences on the passing of *** ******* *******. We understand how difficult it can be to navigate the responsibilities of settling a loved one’s affairs during such an emotional time, and we sincerely apologize for any additional distress caused by our communications.
We also regret that our representatives did not respond with the level of compassion and sensitivity that this situation warranted. Please know that we take this matter seriously and will address it internally to ensure our communication practices reflect the respect and empathy our clients and their families deserve.
We are writing to confirm that ******* ********* account is currently in the process of being closed, and there will be no further billing obligations associated with this account moving forward as of this communication. Any future outreach attempts regarding renewals or continued service should cease immediately, and we will ensure that no further contact is made to the family in connection with this account.
If there is anything else we can do to assist you during this time, please don’t hesitate to contact us at ###-###-####.
Once again, please accept our heartfelt apologies and our sincere sympathies for your loss.
Sincerely,

Princess B***
Manager, Retention
Safe Home Security, Inc.
Customer Answer
Date: 07/18/2025

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:07/10/2025
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 tried many times to contact Safe Home Security to cancel my account upfront without any issues. I would rather have communication done through email so I can have copy of proof of what is being said. This company has problems with false billing,unapproved contract renewal and I do not want to fall victim to this.
I want to know what is the exact process t0 close my account and do I need to return eqipment if so how. I do not want to talk about it with customers service, I just want out of this account and have this in writing.
Business Response
Date: 07/18/2025
***** **** ***** ****
*** *** ********* ** *********
************ ****** ******* *****

** **** ** *** ********
Thank you for the opportunity to respond to the concerns raised by **** ****** (*****) ***** regarding her request to cancel her alarm service.
Ms. ***** is currently under a 60-month service agreement, which commenced in October 2021. This agreement was executed in relation to a system communication upgrade, which was completed on November 11, 2021. The contract was authorized electronically through the same email address provided in this BBB complaint.
According to the terms of the agreement, the service is set to expire on October 29, 2026. **** ***** will be eligible to cancel the account without penalty upon reaching the contract's expiration date so long as the company is provided a written notice of cancellation 60 days prior to the current contracts expiration.
We understand the client's preference for written communication and will honor this request. If **** ***** requires documentation of her service agreement, including a copy of the contract or confirmation of the agreement date, we are happy to provide this via email upon request.
At this time, no return of equipment is necessary unless explicitly requested during the cancellation process at the end of the contract term.
Should **** ***** have any further questions or wish to receive copies of her signed agreement, she may contact us at ###-###-#### for documentation.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security, Inc.
Customer Answer
Date: 07/22/2025
I would like exact address and info needed to send this request to cancel service. I would like copy of any and all documents mentioned in safe home security response
Customer Answer
Date: 07/22/2025

Complaint: ********

I am rejecting this response because:

Sincerely,

****** *****
Would like copy of documents mentioned ln response from safe home security also would like exact address to send letter to cancel
Business Response
Date: 07/29/2025
A Copy of the agreement has been attached as requested. On the agreement the client will find our mailing address for the cancellation request.
Initial Complaint
Date:06/30/2025
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.
Canceled contract 3 years ago and still being charged.
Business Response
Date: 07/09/2025
In response to BBB complaint# ******** the customer has a
past due balance prior to receiving the request for cancellation. although we
can attempt to collect the full balance, we are willing to offer a time payment
of $750.00 to closeout this account. please reach out to the name below to
remit payment and closeout this agreement.

Jevaun
P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
******* ***** ********** ****** * **** ** **********
****************************************
***************************
Initial Complaint
Date:06/25/2025
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 signed a 66-month home security contract with SHS approximately five years ago. After two years of on-time payments, I contacted SHS to cancel. Despite being legally allowed to cancel under ***** Occupations Code **********, SHS refused my cancellation request.
During a phone call, SHS told me I would have to pay $2,000 up front and continue paying $75/month for another 5 years just to cancel. I then removed the equipment from my home and stopped using the service. However, SHS has continued billing me — and now claims I owe over $4,200, despite providing no service for the last 3+ years.
I believe this billing is unlawful and a violation of my consumer rights under ***** law. SHS refused to stop billing even after I canceled and removed their equipment.
Business Response
Date: 06/27/2025
In response to complaint # ********,

The client requested cancellation prior to fulfilling the
contract terms signed by the customer. This debt is valid and we will continue
to collect for the primary term of the agreement.

Please reach out to the name below for arrangements.

Jevaun P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Initial Complaint
Date:06/25/2025
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.
Was scammed into purchasing a home security system that didn't exist. The installer came to my house and seemed to be casing it, also.
Business Response
Date: 06/27/2025
In response to complaint # ********. The customer is
responsible for the primary term of the agreement. This debt is valid and
further collection activity will ensue.

Please reach out to the number below to resolve this matter.

Jevaun P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Initial Complaint
Date:06/24/2025
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 am 76 years old and a vietnam veteran. I've been a customer of Safe Home Security since 2011. Due to declining health of my own and my wife being diagnosed with lung cancer i submitted a hardship letter requesting cancellation on 6/16/2025. I followed up multiple times. Despite repeated calls and emails, I have not received a response. I am seeking assistance to end this contract without penalty and stop future billing
Business Response
Date: 07/08/2025
Safe Home Security, Inc. acknowledges receipt of the complaint submitted by *** ***** ******* regarding the cancellation of his monitoring services.
We have reviewed the account and confirmed that there is a current monitoring agreement in place through September 2027. We understand *** *******’ concerns and sincerely empathize with the challenges he and his family are facing.
To provide personalized assistance, Senior Account Manager Teri N**** will be reaching out directly to *** ******* to discuss his account and explore potential options related to his cancellation request. Our goal is to ensure that we work toward a fair and reasonable resolution while honoring the terms of the existing agreement.
We appreciate *** *******’ long-standing relationship with Safe Home Security and thank him for bringing his concerns to our attention.
Business Response
Date: 07/10/2025
Upon further review of the account, we found that *** ******* entered into a renewal agreement that extends through September 2027. As such, we are unable to cancel the contract at this time without penalty, in accordance with the terms of the signed agreement.
However, in recognition of the hardship *** ******* and his family are currently facing, Safe Home Security has applied a three-month service credit to his account. This credit will cover the next three billing cycles and is intended to provide temporary financial relief during this difficult period.
We appreciate the opportunity to review and respond to this matter, and we encourage *** ******* to contact our Customer Relations Department at ###-###-#### to discuss additional support options or if there are further questions.
Customer Answer
Date: 07/28/2025

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

I am rejecting this response because:

The company's refusal to cancel my contract due to health issues is unacceptable. They have offered a 3-month reprieve, but this is not an acceptable solution. I continue to request a full cancellation of my account without penalty due to my documented health issues.

I respectfully ask that this complaint not be marked as answered because I have been unable to respond due to circumstances beyond my control. I also request the BBB require Safe Home Security INC. to provide fair resolution as their current position is unreasonable

Thank you for your understanding and assistance.

Sincerely
***** *******

Business Response
Date: 08/07/2025
Please refer to our previous response. Our stance remains the same.
Initial Complaint
Date:06/20/2025
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 are trying to cancel our security service with this company. I first contacted the company in May to cancel and they said they would call to confirm details of cancellation. We are not refusing to pay a buyout. We simply want a statement for how much is owed on the account so we can close it. The company is saying we aren’t allowed to do that. I emailed them on Monday with more details and instructions to close the account and have not received any information back from them. I need the statement by July 19th in order to process a buyout payment
Business Response
Date: 06/25/2025
Good morning,
Attached is the customer’s buyout. In order to proceed with closing the account, please ensure the following items are submitted:
1. A buyout letter addressed to Natalie ********* "Billing Department"
2. The final payment
3. A cancellation letter (as we currently do not have one on file)
Thank you.
Initial Complaint
Date:06/10/2025
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.
* Around March not sure of the excact date. I was taking medicine from my surgery back in February. I was not feeling good when they popped up!

* The amount of money might have been between $200 to $400 dollars for now but could be 1,300 more dollars later on! I have to pay out of the pocket to get reactivated with the real *** and get the proper equipment and true security!

* Basically they told me that they are affiliated with *** and they I qualify for a free upgrade.

* Come to find out it was all a lie! I was scammed out of my equipment and credit card!

I spoke to Safe Home Security a couple of times about my unhappiness with everything! From start to finish, unsatisfied, disappointed, and frustrated, and mislead! I don't trust them at all!

* Last time I spoke to Safe Home Security was on 6.09.2025. They said they were going to call me back, but I never received the call, and not even the next day! Still a no call from SHS!

* I have two contact phones numbers listed below to reach out to them for help!

***********

***********
Business Response
Date: 06/25/2025
Good morning,
Attached is our response to the complaint filed by customer ****** ****.
Thank you.

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