Complaints

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:10/30/2023

  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.

  I signed up for the Safe Shepherd Services years ago. I'm not exactly sure when, but prior to 2018. I have not had any updates from this company in over five years although they have continue to charge ***** to my credit card every month for years. I decided to log into the account last week to see what was going on. When I tried to log in I received a message stating "no user record was found for this user. It may have been deleted. I emailed Safe Shepherd user support and directed them to delete my account immediately and to notify me when it was done. I did not receive a response from them. As of October, I am still being charged for services that are not being provided. Please contact this vendor on my behalf and ask them to provide verification that they will no longer charge my credit card for services that they are not providing and reimburse me for the past year. It really should be a number of years, but I am willing to settle for 2023 and no further charges.

  Business Response

  Date: 11/03/2023

  This customer was using the wrong email address we had on file when logging in. I attached a screenshot of the communication between the customer and **********************. Please note, the screenshot I provided is the only email we have on file from them from the past year. Regardless, I went ahead and cancelled her account and issued a refund for the most recent month as a courtesy. 

• Initial Complaint

  Date:09/19/2023

  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.

  I would like to close my account with ********************** but there is no way to contact them. I also would like a refund of my $65.00 (annual auto deduction) that they removed from my bank account on March 9, 2023 for an annual subscription fee. I have reason to believe that they are no longer actively doing anything to warrant me paying them. I've been a subscriber for years, and they used to be active and communicative about how they were providing services, but in the last two or three years there is nothing except when they withdraw an annual fee. I used to be able to reach them via email, but I sent two emails in the past month and received no response. I also tried calling them via the phone number on the BBB page but it is not functional. When I tried to sign into their website, the message says "No user record corresponding to this identifier. User may have been deleted". I would like to close my account, and be refunded the $65.00 they collected from me in March 2023 for a subscription.Thank you very much.

  Customer Answer

  Date: 09/28/2023

  Greetings. Have you heard anything from Safe Shepherd regarding my complaint?  My original inquiry/complaint with them directly was on September 8, 2023. Thank you, ***************************

  Business Response

  Date: 10/02/2023

  This customer never wrote to use requesting a refund. You can see via my screenshot the last communication was in 2012. Regardless, I have gone ahead and cancelled the account and issued a refund of $65 back to their card. 

   

  They can always contact us at ******************************* which is visible in their account settings. 

   

  Thank you.

  Customer Answer

  Date: 10/03/2023

  Hello. Thank you BBB for facilitating what I hope to be a successful resolution to my complaint. I will look for a refund of $65.00 and see if my account gets charged next March, ****. It shouldn't, if SafeShepherd closes my account.

  Please note that SafeShepherd stated they didn't receive my emails requesting account closure/refund. Please see attached as I did email them twice in September 2023. They also said I could find their email contact information under settings. As I mentioned, I was unable to login to my account (pls. see attached), and there is no contact information on their website that I could find. I had to dig back into my previous emails from years ago to find it.

  Thanks again for your assistance,

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

  Customer Answer

  Date: 10/04/2023

   
  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:08/26/2023

  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.

  Safe Shepherd failed to cancel my subscription when asked by email to do so. Also, of note, I do not remember ever signing up for their services. They have charged my credit card fraudulently. I would like a full refund of all past charged and cessation of future charges.

  Business Response

  Date: 10/02/2023

  This subscription WAS cancelled and he was even refunded for the last payment. This should not be an active complaint. Please see the screenshot to prove his account is cancelled. 

   

  Also - there is no way we would fraudulently use his full name, email address and credit card. He signed up for the service, and requested to cancel, which we did. 

  Business Response

  Date: 10/02/2023

  I believe this is a duplicate complaint, but regardless, we have not received a request of his cancellation. I have provided a screenshot showing the membership was cancelled and his last payment in **** was refunded as he disputed the charges earlier in the year. He has not been charged since. 

   

  Please close this complaint as we never received proper communication requesting a cancellation, and did cancel the subscription after he disputed the charges. In the future, contacting the company directly via their support email ******************************** will be faster and more efficient. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20524961
  
  I am rejecting this response because: I have provided a print out of my email requesting Safe ******** to cancel my account that they have ignored. My complaint is not singular. I have found numerous similar complaints online from other customers claiming the same fraudulent business practices exhibited by Safe *****************  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/13/2023

  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.

  Aug 13 was reading about company and all sudden I have subscription which I don't want and I can't get anyone to cancel

  Business Response

  Date: 08/21/2023

  First of all, that is not how the website works. You have to click to sign up for an account, agree to our terms, etc. Our website doesn't magically create an account for anyone who "reads about it". Nevertheless, I have gone ahead and ensured she was NOT charged and have permanently deleted her account from our database. They will not be contacted again.

• Initial Complaint

  Date:05/16/2023

  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.

  I have repeatedly emailed ****************************** instructing them to cancel my membership with them, and they have never replied. This is not acceptable.

  Business Response

  Date: 05/23/2023

  We have cancelled this account and issued a refund. They will not be charged again and will receive a refund on their card in the next 3-5 business days.

  Customer Answer

  Date: 05/30/2023

   
  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:04/19/2023

  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 am writing to file a complaint regarding the charges made to my credit card by Safe Shepherd. On September 3, 2021, and September 5, 2022, I noticed charges of $95 on my credit card statement. Unfortunately, I am unable to check further back than 2021 on my statement, so I am unsure how long these charges have been occurring.When I searched for information about the company, I discovered that their website, ***********************************, does not provide any contact information, which raised my suspicion. I eventually found their email address and reached out to ****************************** on October 12 and 18, 2022, but I never received a response. I even emailed them again today, April 18, 2023, but have yet to receive any response.I disputed the charges through my credit card company, but apparently Safe Shepherd responded to my credit card company with documentation that appears to support the transaction, so the charges were not reversed. Despite all of this, I still do not have any information about my account with ********************** since they have not responded to any of my inquiries. I am concerned that they will charge me again this coming September, and I am unable to cancel any membership that I may have with them.From my research, I have discovered that many other people have had similar issues with Safe Shepherd, and I believe their business practices are fraudulent. I would like to request that you investigate this matter and take appropriate action against Safe Shepherd.Thank you for your attention to this matter.

  Business Response

  Date: 05/23/2023

  Hi there,

  Thanks for your message. Please see the screenshot above of the lack of messages we have received from this customer. Our email is in their account settings as well as available on the receipts they have received. 

  Regardless, we are not trying to cause any difficulties or cause problems, so we have gone ahead and ensured this customers account is CANCELLED and we even issue a refund for the last charge that took place in September 2022. 

  Our support team ******************************** is always available by email should you need any further information.

  Thanks!

• Initial Complaint

  Date:03/11/2023

  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.

  Something isnt right here, This is scam, bait and switch, and sketchy. Their website says to make a free account. They were seen in ************** supposedly. However, after you make a free account and hand over all of your personal information including your physical address, youre immediately redirected to a page demanding money. This place that youve interacted with for 3 minutes is saying to, Upgrade now to turn protection back on. BACK ON? What was ON and is now OFF? I wasnt aware we made a deal in 2 minutes and then cancelled it. Total weirdos. And, get this. If you use more than ~50 websites, you owe them thousands of dollars per year or $200 per month.Ive seen enough. I DO NOT need these scammers having and selling my personal information. Thats clearly all that they wanted to get, because they demanded it before they even explained anything at all about these products. Ive seen enough. I want to be deleted from their database immediately. I already have endless harassment from companies who bought my data and have no conscience. I do not want the company described by other BBB posters to start sending regular emails. I am not giving them money or completing any account. They are not getting my credit card numbers. I want them to delete my information entirely. By delete, I mean do not just yes maam me. I want them to actually DELETE IT. Blow it away into the cold, dark night. Cease and desist from emailing me, requesting money, advertising to me, tracking me, and for the love of God, do not send me emails. Ive got 2 Autistic daughters and simply have no time for these spam games. My well decorated attorney can do all of this formally if my request is not honored.

  Business Response

  Date: 03/20/2023

  Hi BBB,

  We can confirm we have removed ****** from our Database as well as our payment processor. To be clear, this customer never signed up and we never took a dollar from her. She signed up for a free trial, and it looks like scans didn't run to populate her dashboard. The account essentially went dormant, but again, NO money was taken from her. Regardless, I have deleted her information and she will not hear from us again. You can see the screenshots of me deleting her account as well as what shows ** in our payment processor when I search her name.

• Initial Complaint

  Date:12/29/2022

  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 first got the service in August. I noticed that my information was still easy to find on the internet so I went to cancel the service but they won't let u. I constantly emailed them but I get no response but they continue to charge me since August. It's December now. What they're doing is illegal plain and simple. Theyve been taking ***** unauthorized from my account for months and won't let me cancel and get a refund. I have to just open up a new account to stop them. I'm in the process of reporting them as a fraudulent company to my bank. I found this website so this is one of the steps I'm taking to expose them and get my refund.

  Business Response

  Date: 01/17/2023

  Hi BBB,

   

  We have not received 1 email from *******, so we unfortunately, did not know he was unhappy with his account. I can confirm I have made an exception here and issued him five refunds of $13.95. He will see this back on his credit card he used in 3-5 business days. 

   

  Thank you,

  Elle

• Initial Complaint

  Date:12/21/2022

  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.

  I have been charged the monthly $13.95 fee. When I decided to cancel my account, I discovered that I don't even have an account registered with the company! Using every possible email address I have *ever* used, I couldn't even request for a password reset.I sent a message to *********************** asking for my account to be closed. Further, I requested a refund for the number of months I was being charged a monthly fee, while not even having a registered account! I have yet to hear any response from the company, either acknowledging cancellation of my account nor the refund for services paid for but not rendered.Honestly I don't expect a refund, however, it is simply bad business, and possibly criminal, to charge customers for services not rendered, while at the same time having such poor customer service.

  Business Response

  Date: 12/21/2022

  Hi BBB, 

  As you can see by the attached screenshot, we have not received any emails under *********************** name requesting assistance with his account or a cancellation. Regardless, we are not trying to take advantage of anyone here. I have gone ahead and cancelled his account and refunded him for 3-months of service as I don't have a date from when he first requested this cancellation. I have attached a screenshot of all the conversations we have received from him as well as a screenshot of the 3 months refunded. Please let us know if there is anything else we can do by emailing us at ******************************* I would be happy to assist with getting your account active and back up and running if interested, but I understand if a cancellation is sufficient at this time. Thank you, ****

  Customer Answer

  Date: 12/21/2022

   
  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,
  
  *******************