Complaints

This profile includes complaints for SafeTouch Security's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SafeTouch Security

  2425 Mahan Dr Ste B Tallahassee, FL 32308-2301

• 

  SafeTouch Security

  9600 Sunbeam Center Dr Jacksonville, FL 32257-1101

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

• Initial Complaint

  Date:03/24/2023

  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 was told the agreement was for 2 years. I verified multiple times because I don’t like long term contracts. When I called 2 years later to cancel services I was told it was for 5 not 2. I would never have signed a 5 year agreement I do t even do it for my cars.
  Their sales man told me what I wanted to hear and put us down for 5 years ( that’s how he makes his money). I called to cancel and was told I have to pay off $1400. The service rarely worked and they blame it on my internet. That’s why I wanted to cancel. I have my internet company come out and they said it working great and even changed out the cable based on my insistence. And no change. They did the old bate and switch. It’s bad business.

  Business Response

  Date: 03/24/2023

  We cannot go by what is said at the time of sale which is why we have an agreement with the terms in writing and signed. Section 5.1 of the attached agreement states that it will be for a period of 5 years and section 8.2 states that the customer has read and understands all of the agreement. We cannot make any changes to any of the terms when the agreement is in the process of being signed by the customer. The terms were in writing and clear. The customer also had a 3 day period after signing to read all of the terms and would be able to cancel without penalty during that time if they found any terms which they did not want to agree to.

  We apologize if there was any miscommunication regarding the terms of the agreement and to attempt to reach a resolution, we will reduce the term to 3 years, roughly cutting the remaining financial responsibility of the customer in half. If they choose to close the account, we can do so with a buyout of $700.

  We also see that the customer is requesting to cancel because of equipment issues. The customer has a warranty on their equipment and we would be happy to come make any necessary warranty repairs to have the equipment up and running properly at no charge. 

  The customer did sign and agree to have services for a set amount of time, so we will not be closing the account at no charge at this time. 

  
  

• Initial Complaint

  Date:02/21/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  Better Business Bureau:

  
  

  The business reached out to me, and explained the options I have, and presented a resolution I found acceptable. thank you. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

  Business Response

  Date: 02/21/2023

  In order for any camera to be remotely monitored they would
  have to be connected to a power source and configured to a specific internet
  connection. If there was any concern with previous homeowners monitoring the
  cameras, the customer could simply unplug the camera.
  
  Aside from any of that, the customer signed an agreement on
  11/2/21 to have our service and be responsible for the payments of that service
  for a minimum of 3 years regardless of if they move. The customer can transfer
  their services as well, which we have previously advised. The customer also
  signed a cease monitoring form on 1/31/23 which very clearly states that they
  will still be responsible for these payments regardless of there being no active
  monitoring. Attached is the cease monitoring form as well as the security
  services agreement. The customer signed these forms agreeing to be responsible
  for the payments, so we will not be releasing them from the agreement.

  Business Response

  Date: 02/23/2023

  Attached are the documents previously mentioned.

• Initial Complaint

  Date:01/20/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  
  

  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. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  ***** *****

  
  

  
  

  
  

   

  ng for the new alarm panel that was "free". What a joke! I never received the new contract agreement until today when I was disputing the fees. Wish I never upgraded with them. Price gouging!

  Business Response

  Date: 01/23/2023

  We have since spoken to the customer, removed the skybell, and reduced her monthly rate to an agreeable amount.