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:02/18/2025
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.
5-6 months ago I was approached by a door to door salesman looking to sell me a Safehome Security system. He asked me “do you own this place?” I said “no, I rent and am only 26 years old”. The salesman assured me this would not be a problem as he outlined that I would only have to pay $4.99 a month for installment. What he did not make clear was the cost rising to $63 a month after an initial period. I was also never told the period of the contract (5 years).
We then proceeded to the prompted videos. Prior to starting the video he asked me to say that I did own the house so that we could continue with the transaction. The salesperson gave me a thumbs up or thumbs down to each prompt and controlled how I answered each question. I have received the videos from SHS where this can be seen clearly. I still have not received my copy of the contract.
I am 27 years old, I do not own the house, and find myself locked into a 5 year contract for a mediocre security system. The amount of deception and strong-arming that took place during this is incredible to me and I am seeking assistance.

Again, I do not own this home and was told to say “yes” by the salesman. The term of 5 years was not discussed, and again I was told to say yes to every answer on the promoted video. What a despicable way of doing business.

I am seeking a cancellation of my contract, otherwise I will seek further legal action.
Customer Answer
Date: 02/18/2025
The complaint has been resolved with Safe Home Direct. Steps are being taken to work with the company and the cancellation process going forward.
Initial Complaint
Date:02/13/2025
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.
Contract dispute been a customer for 28 years added 2 years onto a existing 5 year contract to upgrade services they required in order to continue monitoring my home the company does not provide the services I need to feel secure in my home therefore I found a company too provide my needs initially I tried too work with them they are not cooperating at all they claim I owe them 1900 dollars and continue billing me for services I'm not using running up a bill against me they have also reported me to the credit bureau
Business Response
Date: 02/20/2025
The client switched Companies and wanted to pay a reduced amount to cancel. We cannot accept less than what the representative informed the client. Client has every right to switch companies but must pay the remaining balance owed or switch back until the agreement expires.
Initial Complaint
Date:02/13/2025
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.
Tried repeatedly to cancel my service. They always state someone will call me back but no one ever does. Also reported to my credit when a card did not get updated. Simple mistake but wish they would reached out to me instead of singing my credit for measly 50 month payment
Business Response
Date: 02/14/2025
Can you please send us an account number or address where service is ? We cannot locate the account by your name or phone number. Thanks
Initial Complaint
Date:02/13/2025
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.
My wife ******* ******** ordered a home security service with Home Safe Security Inc in May 2023 then decided she no longer wanted it. My wife told them to turn it off, come get their equipment and stopped paying. After not receiving payment, Safe Home Security Inc switched the ownership to me without my permission and started reporting it past due on my credit report. I never signed any agreement with them. I only provided them with my internet information as it was required for my wife to initiate service. My wife had been paying until she requested cancellation.
I want this removed from my name.
Business Response
Date: 02/17/2025
*** ******** we have a quality control film with you agreeing to all the terms and that you signed all the documents. The contract appears to be legitimate.
Initial Complaint
Date:02/11/2025
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 originally called this company on the 15th of November 2024. The rep said I could cancel after trying to sell me to stay. I was on a month to month on the contract as the original contract has finished. I followed his instructions to email the address provided. The only response I received was them 'closing the ticket'. I followed up again on 20 November and was yet again ignored. Upon checking my banking today I see they have continued to bill me month on month. I have sent another email today, 10 Feb requesting them to cancel and refund what they owe.
Business Response
Date: 02/14/2025
Safe Home Security acknowledges receipt of the complaint filed by the client, ****** ******. The complaint outlines the client’s dissatisfaction with the handling of her cancellation request.
The client’s service began on January 22, 2020, with a three-year contract term concluding on January 22, 2023. Per the agreement, the service continued on a month-to-month basis until a formal cancellation notice was provided. In this case, Ms. ****** submitted her cancellation notice on November 15, 2024, and her service should have been terminated on or about December 15, 2024.
As a result, the client is owed a refund for the billing periods of December and January. A refund check will be mailed to the client.
We kindly request that this complaint be closed as resolved.
Customer Answer
Date: 02/18/2025

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:02/10/2025
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 cancelled services but they continue billing (4 mos.) All my calls are ignored and they never call back. I have discharged this service vocally in October and have sent a signed letter in November. $24.99/mo.
Business Response
Date: 02/18/2025
******** ** *** ********* ** ********

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

Safe Home Security has received a complaint from client ******* *******, which outlines her desire to end her service with us. While the complaint does not specify the reason for cancellation (which is not required), we have thoroughly reviewed the client’s account and found the following: On December 19, 2024, the client signed a renewal for her alarm service at $25.99 per month for 60 months during a call in for maintenance of her alarm system. The night before the scheduled service appointment on January 8, 2025, the client requested to cancel the service, citing a two-week wait for service as the reason for her decision. It is documented in the client’s account that on two separate occasions, the representative who processed the renewal requested that the client send in a cancellation letter either via email or post mail. The client either declined to do so or claimed that she had already sent it. To date, outside of this complaint, we have not received the client’s written request to cancel. Given the circumstances, we will accept this complaint as the client’s formal written request to cancel her service and will proceed with the cancellation accordingly. Thank you for your attention to this matter.

Sincerely,

Princess B***

Manager, Retention

Safe Home Security
Customer Answer
Date: 02/18/2025

I HAVE A COPY OF MY LETTER SENT JANUARY 10, 2025, but i don't know how to transfer it to this page. I stated therein that I have not had service for the last six weeks. I expect to be reimbursed for the charges to my account : $100.00. After repeated telephone calls to this company, I had a return call A MONTH later on February 10 from "Rebecca"

Thank you for your attention to this matter, ******* *******

Business Response
Date: 02/25/2025
Hello *******,
It's great that you have a copy of your mailed letter; however, without receiving the letter ourselves, it does not assist in this process. As mentioned in my previous response, your account has been closed based on the written request received via the BBB. At this time, no refund is due to you.
To clarify the timeline of events once more: You called for service on your system on December 16, 2024, and a service appointment was scheduled for January 8, 2025, which you agreed to. Since the date was confirmed by you and the representative you set the service with, repeated phone calls made by you would be unnecessary. Additionally, no payments have been made on your alarm account since November 2024.
Thank you for your time and attention to this matter.

Best regards,
Princess B***
Manager, Retention
Safe Home Security
Initial Complaint
Date:01/29/2025
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’ve attached the latest email that I’ve sent this company among many for someone to contact me regarding this account. I’m filing a complaint on behalf of my sister ***** *******, because I was the one who sent in her cancellation request on 10/20/21.

Sent /1/29/25: I have made numerous attempts to have a review of this account, to only keep receiving emails that state the ticket has been closed, the most recent being from: Kaylee M***** and Becca S******. I started out speaking with someone named Josh on 1/21/25, who was going to research the account and get back to me, I even called him at: ###-###-####, on 1/27/25, asking him to call me with feedback about this account, still no answer from him as of today 1/29/25.

This account was for my sister, ***** *******, who died on 1/18/25, in reviewing her bank statements, I noticed there were some charges being deducted for Security Systems, which is odd because she lived in an apartment and she doesn’t have a need for a security system. I sent in a request for cancellation of service, because this house was destroyed in a fire on 10/14/21, making it uninhabitable, per your representative, Michael’s request on 10/20/21. My question is why are you deducting money from her checking account for a service she hasn’t had in 3 years? Also, I’ve asked for an invoice of how long this has been going on? When I called your company and spoke to Josh on 1/22/25, he was going to investigate and get back to me. Josh acknowledges that the service had stopped but he didn’t know why the electronic billing had started up again. I’m asking again for an invoice of my sister’s account since 10/20/21 through 12/31/24. I know you can see in your computer system all of these requests, as well as the many closed tickets I’ve been sent from your account managers. I’d appreciate a phone from a manager to discuss a refund and an invoice of all billing for the past 3 years.

Thank you
******** ****
###-###-####
Business Response
Date: 02/03/2025
Response to BBB Complaint ID ********
Safe Home Security acknowledges receipt of ******** ****’s complaint on behalf of her late sister, ***** *******.
After a thorough review of Ms. *******’s account, we confirm that she signed an agreement in June 2021 for a mandatory system upgrade from 3G to 4G communication. This agreement was mailed to her residence, signed, and returned to us. Following the return of the contract, the service was successfully completed on August 13, 2021.
Service notes from the installation indicate:
-PMI check completed
-Replacement of failed BUB
-Installation of 4G CBU
-One door found barricaded
-Equipment used: 4G CBU and BUB
Ms. ******* reported a fire to us in October 2021. However, per the terms outlined in Section 3 of the signed agreement, the client remains responsible for 90% of the contractual obligations.
As the account was paid in full as of October 2024, no refund is owed at this time. We kindly request that this complaint be closed as resolved.
Princess B***
Manager, Retention
Safe Home Security

Customer Answer
Date: 02/03/2025

Complaint: ********

I am rejecting this response because:

I can’t say if my sister, ***** ******* received any such document. Even so their customer service agent, Josh acknowledged that the service was stopped and the billing started up again, also when she asked that her service be terminated at no time with her conversation with Michael on 10/2021, did he state she was bound by a contract of any kind. I know because I was sitting there listening, I can tell from reading complaints from other customers that this is what they use on customers trying to cancel their service. Furthermore, if your home burned to the ground and you can’t live in it, because it’s ash and rubble, in what world does it make sense to have a security system? “ NONE”

Sincerely,

******** ****
Business Response
Date: 02/14/2025
Please refer to our previous response, our stance has not changed,
Initial Complaint
Date:01/24/2025
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 completed my contract with Safe Home Security in June of 2024 by making the last payment of a 5 year contract. I was billed again in July of 2024. I called shs and was told the July payment would be forgiven if I sent written notification to cancel the account. Cancellation request was sent . I received a letter acknowleging my request on 9/23/24. The letter requested I call SHS to " discuss the status of my account". I was billed again for Oct. and Nov. I called SHS that my account would be cleared of charges and a request would be subsmitted to remove claim from my credit report. I was billed again in Dec. at which time I called SHS again. I told that a mistake was made and would be corrected. After a pause in the conversation, I was told that I had to pay for July because it was the last payment of my contract. When I explained how the June payment was the last SHS changed their story and told me that the first payment was an activation fee and therefore I still owed for July. My contract does not specify an activation fee. They continue to bill me.
Business Response
Date: 01/29/2025
******** ** *** ********* ** ********
Safe Home Security acknowledges receipt of *** ******* *********** complaint regarding his cancellation request.
The client initially called to cancel on July 22, 2024, and was informed that a written cancellation request was required. While his written request was dated July 29, 2024, our records indicate that we did not receive the letter until September 19, 2024. Per the terms of his agreement, this written notice served as the official 30-day cancellation notice. As a result, the account should have been closed by mid-October 2024.
However, the client stopped making payments over 30 days before submitting his written cancellation request. In accordance with the agreement, payments from June to October 2024 would have been required for the cancellation to take effect after the notice period.
As a gesture of goodwill, Safe Home Security has removed the outstanding balance, and the account is now being processed for closure.
We consider this complaint resolved and request its closure.
Sincerely,
Princess B***
Retention Manager
Safe Home Security
Initial Complaint
Date:01/24/2025
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 had a contract with Safe Home Security (SHS) for several years. They directly deduct $49.99 from my bank account each month. My final withdrawal was October 2024.
In May of 2024 I contacted SHS and spoke with director of service, Shane M**** to get instructions on how to cancel my service at the end of my contract effective January 2025. He attempted to “save” my account which is standard practice, but I was adamant I wanted to discontinue. He instructed me to write an email and I sent it off. Within an hour, I realized after reviewing my contract I needed to reach only 90% of my contract monies rather than 100%. I immediately contacted Mr M**** again and explained what I found in the contract. Though he did say it was an unusual thing in their contracts, he pulled up my contract and indeed I needed to fulfill 90%. We agreed my last payment would be October 2024. He said he would take care of the correction at his end. I put our conversation in writing and sent an updated email detailing the final pymt would be October. Mr M**** never responded in writing to the many emails I sent throughout the months that followed, though each time I requested a response in writing, Since November I continue to receive an invoice stating I owe for November and December. I’ve spoken to Mr M**** in both Nov and Dec and of course many times prior, he continually assured me he’d take care of it. It’s evident he did not communicate with the necessary co-workers or dept. I’ve called others at the company and they refer to my original correspondence that stated January 2025 was the end of my contract.
Over 20 calls/emails to SHS since May 2024 to ensure a smooth transition and cancelling of my account once I reached 90%, I am frustrated, stressed, and the company is no longer responding, I am afraid my outstanding credit score will be affected by the balance showing on my account.
Business Response
Date: 01/29/2025
******** ** *** ********* ** ********

Safe Home Security acknowledges receipt of *** ****** ********** complaint regarding the handling of her cancellation request. The client expressed dissatisfaction with the process and mentioned concerns about the application of the 90% clause in her contract.

Per the terms of her agreement, Section 2.6 states:

"EARLY CANCELLATION. CUSTOMER MAY CANCEL PRIOR TO COMPLETION OF PRIMARY OR RENEWAL TERM UPON RECEIPT OF NINETY PERCENT (90%) OF UNPAID BALANCE OF CONTRACT. ALL CANCELLATION REQUESTS MUST BE IN WRITING."

*** ******** had fulfilled her primary term and was on a month-to-month basis at the time of her cancellation request. The additional billing beyond the required 30-day notice period was an unintentional oversight. To resolve this matter, Safe Home Security will issue a refund for payments made from June 2024 through October 2024.

We consider this complaint resolved and request its closure.

Sincerely,
Princess B***
Retention Manager
Safe Home Security
Customer Answer
Date: 02/06/2025
Dear BBB,
The response from Safe Home Security does resolve my issue with them regarding cancellation of my contract. And receiving a written response from them via BBB’s website also satisfies my request for Safe Home Security to provide this information in writing.

Customer Answer
Date: 02/07/2025
Date Sent: 2/6/2025 5:06:46 PM
Dear BBB,
The response from Safe Home Security does resolve my issue with them regarding cancellation of my contract. And receiving a written response from them via BBB’s website also satisfies my request for Safe Home Security to provide this information in writing.

Business Response
Date: 02/07/2025
******** ** *** ********* ** ********

Safe Home Security acknowledges receipt of *** ****** ********** complaint regarding the handling of her cancellation request. The client expressed dissatisfaction with the process and mentioned concerns about the application of the 90% clause in her contract.

Per the terms of her agreement, Section 2.6 states:

"EARLY CANCELLATION. CUSTOMER MAY CANCEL PRIOR TO COMPLETION OF PRIMARY OR RENEWAL TERM UPON RECEIPT OF NINETY PERCENT (90%) OF UNPAID BALANCE OF CONTRACT. ALL CANCELLATION REQUESTS MUST BE IN WRITING."

*** ******** had fulfilled her primary term and was on a month-to-month basis at the time of her cancellation request. The additional billing beyond the required 30-day notice period was an unintentional oversight. To resolve this matter, Safe Home Security will issue a refund for payments made from June 2024 through October 2024.

We consider this complaint resolved and request its closure.

Sincerely,
Princess B***
Retention Manager
Safe Home Security
Customer Answer
Date: 02/08/2025

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:01/21/2025
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.
On May 1, 2019, I "won" the Safeguard Security System was installed in my house. At that time, I signed the paperwork for 6 months free security system. It was my understanding (verbal assurances) that I could cancel at the end of the 6 months, if I was unhappy with my system. When I called their office, I was told no, I had three days after install. It has been a mess since then. I have not used the system since the first 6 months. I have tried to communicate, with them, as asked to be released from the contract, as I felt they were deceptive and told misleading. I cannot afford their services. After several attempts to end the contract, I am now coming to you for assistance. I ask for relief based on the perceived deception and miscommunication. Every month since they have been charging me for service I do not use. The total at this date is now $3,349.40. I am on a set income and cannot afford this expense. Thank you for your assistance
Business Response
Date: 01/27/2025
** ******** ** *** *** ********* *********

We have attached a copy of the buyers agreement for the
customers recollection of what they signed.

We understand that financial difficulties arise and would
like to see your account in good standings.

Please reach out to the name below, we have options where we
can save you a lot of money and assist in resolving this matter.

Respectfully,

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Customer Answer
Date: 01/27/2025

Complaint: ********

I am rejecting this response because: I feel I was mislead on my 'winning' from a **** * ****** ****. I have not used the product after the first 6 months. I'm 68yrs old, on a set income, and cannot afford their charges. Any negotiation I tried was rejected. I asked to be released from the contract, to no avail.

Sincerely,

****** ****
Business Response
Date: 02/03/2025
Please refer to our previous response and contact Mr. Jevaun P******* at ###-###-####

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