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:06/07/2023

  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.

  The product and services never properly worked as described. The service was “off-line”, hardware and software were not working correctly for most of the tenure I had the system connected. In a span of 5 months, I contacted SafeTouch over 15 times to discuss the issues with my service. I was told repeatedly that “****” the Branch Manager and the Billing Supervisor was going to work with me. **** never returned any of the calls nor did anyone from Billing. In addition, I wrote to the CEO of SafeTouch and never received a response.
  Received a collection notice for $4,688.71 without any explanation from SafeTouch.

  Business Response

  Date: 06/08/2023

  On December 9th 2022 the customer signed an
  agreement to have services for a minimum of 5 years. On December 12th the system was installed. The customer did contact us regarding issues with the
  system which we assisted him with and scheduled a technician to evaluate and
  make repairs accordingly, which was completed on 1/20/23.
  The customer did express that he was having issues with the system,
  which can happen. This is why we have a warranty and will schedule technicians
  to make necessary repairs at no extra charge.

  In this time the customer informed us that he would be
  moving and wanted us to come remove the system from the home so we could
  install it in the new home. The customer selling the home does not release him
  from the agreement. The system was removed on 1/30/23 at the customer’s
  request.

  We gave the customer the option to transfer the service and
  sent him the forms to complete, which he did not do.

  **** our operations manager did speak with the customer
  multiple times regarding the service and removal of the system.

  We sent the customer a crease monitoring form twice for him
  to complete which states that we will credit any payments made while the system
  was uninstalled toward the service at the new home. He did not complete these
  forms.

  We called the customer multiple times regarding his past due
  amount.

  The customer stopped making payments which is why the whole
  agreement amount was placed in collections. We never advised the customer that he
  would be released from the agreement. We could not address any system issues further
  because it was taken out of the home at the customer’s request.

  The customer now has two options:

  1. We can reinstall the equipment at the new home with the payment of $131.61 which is the past due amount, plus $125.00 for the installation of the equipment. (Total of $256.61). The customer must have all the equipment that we uninstalled. No new equipment will be provided at no cost. We are also waiving a standard reinstatement fee of $150.00 given the issues the customer had.
  2. To try to reach a resolution we will reduce the term of the agreement from 5 years to 3 years which reduces the amount the customer owes by $2178.80 if he does not wish to reinstate the service. This brings the total to $2509.91.

  Customer Answer

  Date: 06/14/2023

  Good evening,
  As promised, below please find my rebuttal to be uploaded to my file.  
  thanks
  ****** *******
  Though I do appreciate SafeTouch responding in a timely manner, I sincerely believe that certain “key” elements were omitted or missing.  Please allow me to furnish my clarification via the following bullet points.
  •         The salesperson; ***** never disclosed that it was a 5-year contract.  I do admit, I did not read the fine print of that page of contract, but not pointing that fact out, in my opinion, is somewhat unethical.
  •         In the body of the response, it states “having issues”.  That is a catastrophic understatement.  The system (I.e. software and/or hardware) never performed as promised. The service/product was offline, broken and mis-calibrated.  What I received was not as promised by the salesperson *****.  He assured me “peace of mind” when I purchased the service.  What I did get was aggravation and concern.
  •         I called SafeTouch in good faith 15 times to get the problem sorted out.  If SafeTouch sold cars, I would have invoked the Lemon Law.
  o   Please note the dates that I, in good faith, tried to resolve this situation.  Please note these dates and times were not conjured out of thin air.  I will be more than happy to share my phone records
  •         12/09/2022
  •         12/18/2022
  •         01/15/2023
  •         01/17/2023
  •         01/18/2023
  •         01/19/2023 (three times on the 19th)
  •         1/27/2023
  •         1/30/2023 (three times on 30th)
  •         3/13/2023
  •         04/07/2023
  •         05/02/2023
  •         Not once but twice a SafeTouch technician suggested/informed me that the problem I was having “might” have something to do with my internet connection and I “might” always have this problem. Please allow me to reiterate something, I was told that twice.
  •         Repeatedly during my many phone calls to SafeTouch, I asked to speak with “****” (Branch Manager) but was always told that he was unavailable but would return my call(s) at his earliest convenience. Except for one time he inadvertently answered the phone when I was placed on hold. Once he realized it was me, he informed me that he was going to research the matter to see what could be done and quickly ended the call. He never called back.
  •         I sent *** ****** ******* an email explaining the situation but never received any response, either from Mr. ******* or from anyone on his Management Staff. 
  •         Throughout the response it states that I was contacted “multiple times about my past due balance.  I only remember being contacted once.  When I was contacted, I asked to speak to the Billing Supervisor.  I was informed she was not in the office and she will get back in touch with me.  I am still awaiting that return call.
  o   Please provide me with the following documents so I can compare those dates and times with my phone records.
  ?  A complete listing of dates, time and employee of any and all phone conversations initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  ?  Copies of any and all emails or text messages initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  ?  Copies of any written correspondence mailed to me initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  •         As of this date, I cannot put my hands on the Cease Monitoring Form which I executed as instructed.  From the time I sent the form until present I moved twice and I have not finished unpacking all of the boxes.
  In closing, I am a retired businessman and I will take responsibility for failing to read the fine print and not being able to produce the Cease Monitoring Form as of today, but not at a cost of $2,178.80.  I am willing to return all hardware back to SafeTouch so they can be used for parts or replacement.  In addition, as a good faith gesture, I will pay SafeTouch all monitoring fees owed from March through June (4 months x $74.85/month) totaling $299.40.
  

  
  

  Business Response

  Date: 06/22/2023

  We do agree that there were issues with the customer’s equipment,
  but we did send a tech out to resolve these issues. We understand the
  frustration regarding the multiple calls and apologize for that, but the issues
  were addressed ****** not as timely as either of us would have liked.
  After we sent a tech to repair the issues it was confirmed
  that the system was functioning properly by the technician. The customer only
  had the system for 11 days after that because we removed it at his request
  because he was moving. We are not in business to leave people unhappy with
  equipment that does not function properly. We did not just leave the customer
  with service that did not work.
  We understand the customer has had issues and as courtesy in
  acknowledgement of the issues the customer experienced, we offered a reduction
  of what the customer owes by $2178.80 to $2509.91 by reducing the term from 5
  years to 3 years.
  Section 8.2 on page 10 of the agreement states that the
  customer has read and understands all of the agreement. The customer signed up
  for a minimum term of 5 years.
  We do not provide internal communication records.

  Customer Answer

  Date: 06/23/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/05/2023

  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 Safetouch salesman came to my home to sell me an alarm system. I explained I was only interested in the chimes from the doors and windows, and siren. I didn't necessarily need the monitoring. Unfortunately, he explained to me that I had to pay for the 3 year contract first. Once my contract was up, the equipment would be mine, and operate the way I needed, just without monitoring.
  The contract did not state this, but the salesman assured me - it would work as a siren and chimes only after.
  Fast forward 3 years. My contract is up, Safetouch called me and said the unit will no longer allow me to arm, and will no longer chime or beep from doors and windows. They would not provide me the code to unlock the panel. In order for that to work, I would need an active contract!!!!!!
  Salesman at the time of purchase who P R O M I S E D us it would work normally after the contract was: **** ****** from the ************ office of SafeTouch.
  I called the salesman, and of course he denies this completely.
  We SPECIFICALLY stated we did not want a system that would not work without monitoring, and we were assured this system would.
  We specifically discussed the 'post-contract' functionality of the system multiple times before we purchased and we were GUARANTEED function. HORRIBLE HORRIBLE business practice from Safetouch.
  
  I emailed as many email addresses I could at Safetouch, no response. I sent them a message on social media last week, and got a canned response of "we will escalate to management".
  
  3 years of paying $42.75/mo, and I now have a worthless system installed in my house.

  Business Response

  Date: 06/07/2023

  We apologize for any miscommunication regarding the expectations of the equipment at the time of sale. We will not be providing a refund, however we have a technician scheduled go out to setup the system to still be used, but not monitored.

  Customer Answer

  Date: 06/07/2023

  [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. This is all I wanted from the beginning. After speaking with Safetouch (after the BBB complaint was filed), they agreed to this solution.

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

  *** ******

  
  

  
  

  
  

   

• 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.

  I bought a house that had a Safe touch security system, and their sales rep told me the only way to stop the prior owner from monitoring cameras in my own house was to get monitoring myself, So I did. Then, a year later I sold the house, and now they refuse to cancel monitoring, and are hitting me with a $59.95 monthly monitoring, for monitoring that they are not doing. I don't even have any equipment for them to monitor! I never bought any equipment from them, and have no equipment to return or sell. They are charging me for monitoring, and they are not monitoring. I simply want to cancel a worthless service they are NOT PROVIDING!

  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.

  Customer Answer

  Date: 02/24/2023

  [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,
  

  
  

  
  

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

  
  

  
  

  
  

   

• 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.

  I had safetouch activation in my home after buy the house. It was a transfer of services due to equipment in house .
  It was $29.95 a month service. After a year I needed a doorbell camera due to harassment from previous owner. I was toldi was told that the system was a free no charge upgrade and they didn't even run my credit. The new monthly charge was $61 due to the doorbell and cloud services. The equipment after 2 years has been nothing but a problem. Doorbell was replaced because it doesn't handle the heat and cold outside well. When visitors ring the bell it doesn't work and is delayed. I called multiple times to bring up the issues about the doorbell and app but no one cares. So I called today to downgrade to a regular basic service again since I'm replacing the doorbell camera with a regular doorbell. Shockingly I now will be charged $57 a month for basic! I am in a contract so I am either stuck with $62 or $57 a month. Apparently the salesman did not inform me that I am paying 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. 

  Customer Answer

  Date: 01/24/2023

  [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,
  

  
  

  
  

  ***** *****