Complaints

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

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

  6220 S Orange Blossom Trl Ste 170 Orlando, FL 32809-4627

• 

  Safeguard America

  1430 W 6720 S West Jordan, UT 84084-2535

• 

  Safeguard America

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safeguard America

  6019 S Lindbergh Blvd Saint Louis, MO 63123-7018

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:06/27/2025

  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 did initially get an alarm subscription from Safeguard America. I made my payments on time. The problem lies when the subscription came up for renewal. I did not renew my subscription with this company. I was a grieving widow as well as an elderly woman who could not afford and no longer wanted this alarm subscription. They charged me and are still sending me threatening letters to pay for the renewal. I have called and wrote to them numerous times to let them know I indeed did not want to renew, but they are still charging me and writing me threatening letters. I am on a fixed income. They continue to bill me new charges every month. Also, my credit score is well above 700 so I am very conscientious concerning any debts I take on. In conclusion, I am tired of being harassed constantly by this company and would like for them to cease and desist and remove the balance of a subscription I never renewed. Thank you for your time.

  Business Response

  Date: 07/07/2025

  There is only 1 agreement from 2021 that is 63 months with he 3 free.  There has not been any renewal, this obligation is in a primary term and the invoices are correct.

  Customer Answer

  Date: 07/15/2025

  They told me it was renewed not one continuous bill. This is not resolved. I apologize for the delay! 

  Customer Answer

  Date: 07/16/2025

  Date Sent: 7/15/2025 7:43:39 PM
  They told me it was renewed not one continuous bill. This is not resolved. I apologize for the delay! 

• Initial Complaint

  Date:03/17/2025

  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.

  This Company (Safeguard America) has not monitored our home in at least two years. They continue to send bills & harass us, plus making negative remarks to the Credit bureau. We asked them to provide censors for every window, but they were never sent. I am alone at night due to my husband's job & needed a reliable company that would protect my home from front to back. They never did this, even though we asked many times. So, I hired another Security company, a couple years ago who gladly provided sensors for every window & cameras for the front & back. I feel much safer now!! I need this company to stop their harassment and remove the negative remarks from my credit report. I need your help to make them stop!!

  Business Response

  Date: 03/21/2025

  In response to Complaint #********,
  
  The customer has an agreement which has an outstanding
  balance .
  
  Please call to remit payment to buy out your account. You
  can reach to the name below to resolve this balance.
  
  Jevaun P*******
  Managing Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

  Customer Answer

  Date: 03/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The company did not stand by their agreement to protect my home and the occupants as needed, and never responded to my requests for additional protection. They have not monitored my home in two years, and any agreement is void when a company does not protect my family. I do not owe them anything! I will take further action if they do not stop the harassment and drop negative reports on my credit!! This is the end of discussion. Stop the harassment and negative reporting immediately! 
  
  Sincerely, ***** ** ******
  
  
  
  ***** ******

  Business Response

  Date: 03/24/2025

  Please refer to our previous response. 

  You can reach to the name below to resolve this matter.
  
  Jevaun P*******
  Managing Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

  Customer Answer

  Date: 04/04/2025

  This has not been resolved! This Security company did not protect my home as I requested, and they have not monitored or protected my home In Over two years! They need to drop all charges and negative remarks immediately. They are terrible at protecting homes and should not be in the business! Stop the harassment and negative remarks!! I owe them nothing, as they are doing nothing for me! I am making no more calls to them! This is my final word! 

• Initial Complaint

  Date:01/08/2025

  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.

  My mom was put under this service by my brother about ten years ago and has had issues with the alarm not working.
  
  She has since been trying to cancel but doesn’t speak good English and they said she did an e-signature to renew it when she doesn’t know how to use email. I called to try to cancel and the representative told me she can’t cancel unless she sells the house or dies otherwise she is stuck in this contract.
  
  I am frustrated they won’t let her pay a cancellation fee and that she is taking advantage of an older woman that speaks ******* and can barely understand english.
  
  My mom also says she didn’t sign anything and it doesn’t look like her signature. She doesn’t own a computer. She only has her phone. So I question how it was signed.
  
  The alarm has never worked and as far as I’m concerned, this company is a scam used to target people that don’t know what they’re signing. They aim for our most vulnerable population, our elders. So, it shows exactly how deprived this company is. Never use this company.

  Business Response

  Date: 01/20/2025

  Re: BBB Complaint ID ********

  Safe Home Security acknowledges receipt of the complaint filed by ***** *******, submitted via her daughter ***** *******. The complaint outlines the client’s desire to cancel due to issues with the alarm system’s functionality and allegations of unethical practices regarding her contract renewal.

  We would like to provide clarification:

  The client does have the ability to cancel her agreement upon receipt of 90% of the unpaid contract balance, which covers the term through January 2026.

  Based on the client’s interactions with our customer service representatives, it seems their primary focus has been on resolving the issues with her system to ensure satisfaction, rather than emphasizing the payment required to end the agreement one year early.

  For additional context, *** ******* renewed her alarm service with us in January 2023 for a 36-month term to receive a mandatory system upgrade. Following the upgrade, a verbal confirmation of the contract terms was completed with the client, during which she expressed satisfaction with both the upgrade and the reduction in her monthly rate.

  We would appreciate the opportunity to assist *** ******* in resolving any technical issues she is experiencing with her alarm system. However, if she prefers to cancel, she remains responsible for the unpaid balance of $467.91.
  Thank you for your time and attention to this matter. We look forward to further communication with the client via your platform. 

  Princess B***
  Manager, Retention
  Safe Home Security

• Initial Complaint

  Date:01/06/2025

  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.

  The address that safeguard is billing for services was my dads that has passed March 2020 and I no longer live in the state of ***** . I send them an email explaining the passing and that services needed to end for that reason . They refuse to stop billing and I don’t know how to handle the issue because it’s affecting my credit . The last email I sent them was 2022 and send them proof I now live in the state of ******** but nothing is enough for them. They have put me through a lot of stress and bad credit. Please help

  Business Response

  Date: 01/13/2025

  Response to BBB Complaint ID: ********

  Safe Home Security acknowledges receipt of the client, ***** ******* **********'s, request to end her alarm services with us.

  In her complaint, the client outlined that, following her father’s passing in March of 2020, she relocated to ******** in 2022. However, the client’s request to end service appears to have been made verbally, as we have no written notice from the client requesting cancellation until this complaint was received.

  Upon reviewing the account details, we note the following:
  **** ******** ******
  The client entered into a 66-month agreement on October 10, 2018, with the contract set to expire on April 10, 2024.
  **** ***** *****
  This location was contracted 23 days later than the ******** ***** location.
  The agreement was for 60 months, expiring on October 13, 2023.

  The client stopped making payments for both locations in August of 2022, leaving approximately 1 to 1.5 years of unpaid service remaining. As of this time, the total balance owed to settle both contracts is $2,435.07.
  We look forward to the client’s response via your platform regarding the resolution of this matter. Our goal is to work with the client to settle the outstanding balance and end services amicably.

  
  Sincerely,
  Princess B***
  Retention Manager
  Safe Home Security

  Customer Answer

  Date: 01/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

       Good morning, I reached out to Billy for n safe home security after she left a message to call her back to close the accounts and all she did is something they have been doing all along these years harassing tone and attitude to pay the balance that they purposely added to the accounts after being send notice by email and phone calls that we don’t live on the properties that my dads (***** passed March 14 of 2020 and my moved from **** ******** *r to ******** state . I sent you screen shots of the emails where their customer care did receive those emails and responded . They have no intention of closing the accounts they are only saying I have a balance that they purposely dragged with time ignoring the facts they were receiving from my end . All I heard was balance and pay them . I can’t understand their behavior and how is it possible that they are still receiving a in business with such low skills to customer care like they named their emails . I’m feeling worse than before they only agitated my well being . Oh the last threat before I ended the call was thank goodness we are recorded my the call to proof bbb your position. So the ethics and behavior to solve this was horrible . I’m shaking right now . They left me the voice message to call back for this never once they said that intended to close the accounts and they don’t care about their business scams and threats . 
  

  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******* **********

  Business Response

  Date: 01/24/2025

  Dear *** **********,

  Thank you for your detailed response. We understand that this situation has caused you distress, and we sincerely regret any frustration or negative feelings stemming from your interactions with our team. We appreciate the opportunity to address your concerns and provide clarification.

  We have reviewed the additional details and evidence you provided, including your statements about prior attempts to cancel service in 2022. While we acknowledge the challenges you have faced and the effort made to reach out to our team, we must reiterate that, as per the terms of your agreements, written notice is required to process cancellations.

  After carefully reviewing the terms of your contracts, we note the following:

  **** ******** ****** This agreement commenced on October 10, 2018, and was set to conclude on April 10, 2024.

  **** ***** ***** This agreement began on November 2, 2018, and concluded on October 13, 2023.

  Even with notice provided in 2022, the contractual obligations remained active until the respective expiration dates. As such, the unpaid balance reflects services rendered up until the contracts' conclusions, as outlined in the agreements signed at the start of service.

  We take your feedback regarding communication and tone very seriously. While our intent has always been to resolve this matter professionally and amicably, we will be reviewing the interaction you referenced to ensure our standards of respect and professionalism were met.

  To help move this matter toward resolution, we remain open to discussing settlement options for the outstanding balance. If you are interested, please feel free to contact us directly so that we can work together to find a solution.

  We understand this has been a difficult process, and we want to assure you that we are committed to resolving it as fairly and respectfully as possible.

  Sincerely,
  Princess B***
  Retention Manager
  Safe Home Security

  Customer Answer

  Date: 01/25/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Their lack of respect towards me is unacceptable and the call they ask me to do to close the accounts was only with the intention of threatening.  I have nothing to pay for service that has not been used since the day they were notified that both properties were not being occupied by me or my passed father . If this does not stop the harassing calls and letters sent to me causing anguish and distress for years I will have sent to small claims court and file a lawsuit against them for all the above reasons mention. I will not tolerate any future threats with their nonsense charges to accounts that were told to cancel since the day they received my phone calls and emails advice of such situation . If they want to collect the money from a collection company let that be but they need to stop their threats as of now ! I have nothing else to discuss with them I would be crazy to call them again after they threat me on the phone ., and if you BBB find this kind of business behavior and harassment appropriate then that is on you . I have nothing else to discuss . On my behalf this complaint is closed. Have them stop their harassment for their own business reputation. 

  
  respectfully 
  
  
  
  ***** ******* **********

• Initial Complaint

  Date:12/02/2024

  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.

  Company won't "terminate contract" that I do not have and keep taking out my bank acct

  Business Response

  Date: 12/16/2024

  Response to BBB Complaint ID ********

  Safe Home Security acknowledges receipt of the complaint submitted by ***** *****.

  In her complaint, the client expresses a desire to cancel but does not provide a reason for her request. Historically, Ms. ***** has been requesting cancellation since December 2021 but has not cited any specific reason. She was provided with the cancellation process, which requires submitting a written cancellation request at least 60 days prior to the contract expiration date in December 2021. However, the client declined to send the required letter at that time.

  As per our policy, if a 60-day notice is not provided, the account automatically renews for one year at a time. On November 29, 2024, the client submitted her cancellation letter. Unfortunately, this submission was not 60 days prior to the renewal date, so the account has renewed for an additional year.

  At this time, we would like to better understand the client’s reasons for cancellation and work toward resolving any issues she may be experiencing. This case has been assigned to Senior Account Manager Djenny P***, who will assist the client through the cancellation process.

  If we are unable to establish phone contact with Ms. *****, we welcome her response through your platform.

  Best regards,
  Princess B***
  Manager, Retention 
  Safe Home Security

• Initial Complaint

  Date:10/29/2024

  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 reaching out to seek assistance in canceling my home security services and system upgrade with Safe Guard America Security. This company has received numerous complaints regarding the challenges associated with terminating their services. I initially requested the cancellation via email on January 13, 2023, expecting to incur only an early cancellation fee. However, over the past year, I have continued to receive monthly bills, as shown in the attached statement, indicating that I am still being charged for services not rendered. I have not even been informed about the termination date of my agreement either.
  
  At this time, I only need a final bill for my records. Safe Guard should not be/have continued charging me, as the cameras have been disconnected for a year, and I believe all equipment has been paid for or can be retrieved if necessary. I kindly ask someone to investigate this issue and ensure my account is credited for the months following my cancellation request. I refuse to pay for any service—discounted or otherwise—and I do not wish to engage in discussions about making the service more affordable or receiving training on system features and benefits.
  
  While I acknowledge the possibility of a one-time early cancellation fee, being charged monthly monitoring, late, warranty, and invoice processing fees until the conclusion of the contract is unreasonable. I am fully within my rights to terminate this agreement per the initial contract I signed.

  Business Response

  Date: 11/09/2024

  In response to complaint # ********, We are working with
  ******* ****** on resolving this issue on trying to cancel services. The
  account has a record of her cancellation request submitted January 13th 2023.
  The account is cancelled as of 10/28/24. There is still a balance that needs to
  get resolved. Please call ************ *** **** to resolve this matter. Tagging
  LT
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

  Customer Answer

  Date: 11/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  During my conversation with Jeremy from Safe Home on November 11, 2024, I learned that the company is unwilling to renegotiate the buyout amount of my contract. They are demanding a payment of $1,500, which I find unreasonable, as that sum reflects what I would owe if I continued their services up until October 28, 2024. Instead, I am prepared to pay only the outstanding balance from the last invoice dated January 13, 2023, along with the early cancellation fee of $150 to $250 as outlined in the contract. Safe Home is insisting on charging me for services I ceased using back in January 2023.
  
  
  
  Sincerely,
  ******* ******

  Customer Answer

  Date: 11/26/2024

  Despite their written notification confirming the cancellation of my account/contract effective October 28, 2024, the business continues to issue new statements. The allegedly final invoice for October 2024 indicated a concluding balance of $1,895. However, a subsequent invoice has arrived with an increased balance of $1,982. I request that the company cease all forms of communication with me, whether by phone or mail, as I am unwilling to pay more than $500.00 to settle the outstanding balance.

  Business Response

  Date: 11/27/2024

  The account has a record of her cancellation request submitted January 13th 2023. The account is cancelled as of 10/28/24. There is still a balance that needs to get resolved. Please call ************ *** **** to resolve this matter. 

• Initial Complaint

  Date:09/23/2024

  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 am notifying you that Safe Home Security or Safeguard America has reported to the credit bureaus that I am $ 100 delinquent, when I am not and have damaged my credit rating.
  
  This company purchased the alarm company that I had been with for nearly 20 years, *** ******** in ****** **** **.. I do not have a contract with this company nor have I agreed to any of their erroneous charges.
  
  I am not $100 delinquent as reported to the credit bureau on July 28, 2024. I am invoiced quarterly for alarm monitoring. The invoice was dated July 14, received on July 20, with a due date of July 28 and was paid on August 1, 2024, it was not 30 days late. In addition, I have never been 30, 60 or 90 days past due as they have indicated on the credit report.
  
  Safe Home Security continues to charge me $3.00 for an invoice processing fee, this is a fraudulent charge. I do not have a contract with Safe Home stating this fee nor have I agreed to pay for an invoice processing fee. I have written and called them numerous times to dispute the $3.00 fee, but it continues to accumulate on a quarterly basis, as I refuse to pay it. Per their records, I owe $9.00 in past invoice processing fees and a $10 late fee for failing to pay it.

  Business Response

  Date: 09/26/2024

  The late fees and failure to pay them are causing this reporting.  As a courtesy we will credit the $29 in late fees currently owed on this account.  We will submit a 1 time courtesy update to ******* reporting the account current and never late.  Future invoices need to be paid by the due date to avoid fees.  If you wish to switch to auto pay this can be set up so it's deducted automatically and you would not have to worry about this.

  Customer Answer

  Date: 09/26/2024

  
  
  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:09/12/2024

  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.

  Over the course of years I contacted the alarm company for monitoring and secure. My house has broken into on two occasions with alarm not performing as promised nor did the call to check on me or notify the authorities that my house was broken into. As a result of their failure, I sent them a written letter in an effort to terminate service with this company as they did not provide the service promised. As of now they tell me that I am under contract and they will not honor my letter to end the service. This is horrible as I feel they are taken advantage of a 78 year old man. Please help remedy this situation ASAP!

  Business Response

  Date: 09/13/2024

  Hello *** ***** * 
  
  We wish to express our sincere gratitude for your partnership with Safe Home Security over the past seven years. Your trust in our services has been greatly valued.
  Throughout our relationship, we have consistently aimed to deliver exceptional service. We appreciate your prompt communication regarding any issues with your alarm system. In March, we addressed your concern with the radio system by sending a technician who reset the radio, updated the panel settings, and replaced two malfunctioning wireless sensors.
  We acknowledge your decision to transition to a new security provider. As outlined in your agreement, terminating the contract prior to its expiration entails payment for the remaining months. This requirement was previously communicated to you.
  We have provided a copy of your agreement for your reference. Should you have any questions regarding the remaining balance or need further assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:08/27/2024

  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.

  June 2024. Cancelled Account. Safe Home continues to bill. Hurt my credit rating and they continue to harass.

  Business Response

  Date: 08/30/2024

  Client is under agreement until September 2026.  If he wishes to cancel early he can execute section 4 of the agreement which overs a buyout provision.

• Initial Complaint

  Date:08/23/2024

  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 WAS NEVER A CUSTOMER OF THIS COMPANY AND THEY ARE SENDING ME BILL EVERY FOUR MONTHS .

  Business Response

  Date: 08/30/2024

  To whom this may concern, We have reviewed the account per the client's request and have come to the terms that the agreement is in facts the clients. The same email used to write the BBB was also used to sign the **** ******** Agreement back in 2018. The client is more then welcome to contact us at our corporate location at ###-###-#### and we can continue to discuss the account.