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

  2526 Mount Vernon Rd Atlanta, GA 30338-3049

• 

  Safeguard America

  2583 Countryside Blvd Apt 304 Clearwater, FL 33761-3526

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:01/29/2024

  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.

  I signed a contract in April 2023 and have had so many issues with the service. The system is not working and I have tried multiple times to get in contact with them for assistance and no one will answer the calls. I have tried a couple numbers I have come across with no luck. I pay the bill on time each month and am paying for a service that does not work. I am not sure how to go about getting assistance from this company.

  Business Response

  Date: 01/30/2024

  A service ticket has been created; a representative will contact the customer 

• Initial Complaint

  Date:01/25/2024

  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.

  My mother was 84 when these "salesmen" approached her about extending her security system. She is, and was, in poor health; couldn't walk; could barely write or sign her name - and they sold her a 66 month policy (she'd be over 90 at the end of it) without her having any family member to review the agreement. Fast-forward to today and she's in assisted living. We are selling the home and we (her children) are not only finding out about the "66 month" agreement, but that they also approached her on January 16, 2023 (with still 48 months/4 years on the agreement) and tried to get her to sign a NEW 60 month agreement at a 20% increase in price. This is ELDER ABUSE. We contacted them, demanded that they drop the service and asked them to cease and desist contacting my mother. There HAS to be a law against this...these people are feeding on the confused elderly.

  Business Response

  Date: 01/29/2024

  To whom this may concern

  This customer signed a 60 month agreement  on May 31, 2021. After further review attached to the account is a survey in which the customer verified the term and rate of the agreement stating that the customer received everything that was promised to the customer. It's Unfortunate that the customer's family members feel that the customer was taken a advantage of however this was not the case. Our company does not practice ageism and can not refuse a customer due to age. This customer was able to sign an agreement and pay from 1/2022-1/2024. After reviewing the notation on the account, on 1/05/2023 the customer called in to update the emergency contacts. On 2/14/2023 the customer received service in which the technician replaced smoke detector. On 12/29/2023 a family member called in stating that the customer will be moving into an assisted living. In order to close this account with no further obligation a 90% obligation would need to be met. A payment of 1615.37. If the customer like to handle this matter please contact our company  ###-###-#### Ext ****.

  Thank you for your assistance 

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are not addressing the point that my mother was in the middle of an agreement with them already (June 3, 2021 - June 3, 2026), when they tried to get her to sign a NEW contract, for 66 ADDITIONAL months, at a rate 20% higher than what she was already paying ($59.99 vs $49.99)! They attempted to take advantage of her declining cognitive skills - and it is apparent.  I want them to address this specifically and tell me how this fits in with ANY ethics of ANY company.  

  I want my mother released from the original contract, due to my suspicions and accusations of elder abuse.  My mother is now in an assisted living home; the service is no longer needed; and had I (or one of my siblings) been aware that you were manipulating her, REPEATEDLY, we would have stepped in and stopped this abuse.

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

  Business Response

  Date: 02/06/2024

  The rate has always been $49.99.  No 2nd agreement was ever executed and  the original agreement was for 66 months and the ending date remains the same.

  Customer Answer

  Date: 02/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They are lying. They were attempting to deceive my mother and strong-arm her into signing a new, more expensive agreement. This is attempted theft/robbery of an elderly American. 

  Despicable. 

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

  Business Response

  Date: 02/13/2024

  Those are the facts.  The original agreement is still in place.

• Initial Complaint

  Date:01/24/2024

  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 seeking the relief of getting this company to cease and desist collection and harassment. I used Safe Home Security, Inc. at a previous residence, **** ** **** ******* ***** ******** **, back in 2020. When I sold the townhome, I was kind enough to introduce the new owner to the company who set up service in his name, and terminated my connection with them and was not under any contract. About a year and a half later, I started to receive bills from Safe Home and told them I was no longer at that address nor had I used their services. They have continued to harass me ever since with bills, phone calls with no regard to the time difference and have refused to stop the endless stream of erroneous invoices. I have called and emailed to no avail. They wanted paperwork from the sale of my home which is ludicrous, as they had ceased billing when I terminated service and only started up again after a year and a half had passed. Now they have the audacity to turn me over to a collection company, Hillcrest Davidson, which will have an adverse effect on my credit. The time, energy spent, stress and aggravation they have cost me was bad enough, but sending me to collections for a bill I obviously do not owe is unconscionable.

  Business Response

  Date: 01/24/2024

  Customer has not fulfilled his contractual obligation. Per the terms, upon sale of home 90% is due on the remaining balance. The account has bee sent to a 3rd party collector. 

• Initial Complaint

  Date:01/18/2024

  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.

  Since July 2023
  Equipment failure, promises to fix, not showing up (3 times). Not calling back when promised. Six months with unsecured building. We have had thief's in the neighborhood.

  Business Response

  Date: 01/24/2024

   In response to BBB ID ******** for ***** *********: We at Safe home security have been in contact with the client regarding the matters stated in this complaint. There is no record that the client called into us at Safe Home prior to January 4th for a service appointment. As we at Safe Home Security were not notified, there was no appointment set prior to the client calling in. On January 4, 2024 Mr. ********* called and spoke with a Safe Home representative who scheduled a service appointment for January 19, 2024, to which the appointment took place and service was completed. A credit has been applied to the account for the time we at Safe Home Security were notified to when the service appointment was completed. Please close this complaint as resolved. 

• Initial Complaint

  Date:01/08/2024

  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.

  sep of 2022, i signed up with shs at which time they sent the equipment to my home and were supposed to come hook it up. but I went through a 1000 calls with them promising they would be here to set it up.But never happened they made appointments but never showed,or even a phone call to reshedule.it is now 2024 and they still have not come to set up the system..I told them to cancel it but they wouldn't .But they make sure to send me a bill every month even though they know I have no service.so what are they monitoring when there is nothing for them to monitor..they have now put me in collection and messing with my credit and it is unwarranted because I have no service.I am not going to just give out my hard earned money , for something I am not getting.

  Business Response

  Date: 01/19/2024

  In response to complaint# ******** we have seen that
  equipment was installed and signals received. However the signals were tampered
  and restored,
  
  We make no issue of crediting the account for the time
  service wasn’t received.  We are definitely understanding to the grievance
  stated and would appreciate an opportunity to right the challenges that the
  customer endured.
  
  Please reach out and let us know if this is acceptable to
  the client. 

• Initial Complaint

  Date:01/08/2024

  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.

  BREACH OF CONTRACT. NEVER RECIEVE THE CAMERAS PROMISED IN THE CONTRACT.

  Business Response

  Date: 01/10/2024

  The free camera with the package is an add on that has nothing to do with the alarm monitoring agreement.  The client had no WIFI at the premises which is why the camera was not installed because it would not have functioned.  The client has 2 options, they may pay the back balance and have the system reinstalled so they can honor the remainder of the agreement or they can pay 90% of the remaining due as per section 4 of the early cancellation policy.  We placed a $200 credit on the account (the amount the camera is valued at) and consider that piece of this resolved.

• Initial Complaint

  Date:01/03/2024

  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 called Safe Home Security in November of 2021 to cancel my security monitoring. This is an expense I do not need and I don't like recurring payments. I was told that I would need to pay the contract off in full. Paying the $918 to cancel my service, I told them that I would continue to use the service for as long as it was paid for. In November of 2023 they auto renewed me. Noticing this charge on my credit card, I called to notify them of their error. This is when they told me that I needed to write an email to them requesting cancellation. After sending the cancellation email, they tried to convince me to sign up for an additional 3 years at a discounted rate, to which I declined. In December they charged me again, so I called again. I was then told by the cancellation department that since it had renewed I was now responsible for another 12-months. I told the cancellation manager that I had paid it off in 2021 and cancelled any additional services. The manager then informed me that I "should have read the contract better, if you don't cancel within 60-days of the expiration, then you auto-renew for a rolling 12-months." I then asked her to send me the contract, but she has yet to send it to me. I also asked to speak with the cancellation manager's supervisor, which she would not allow me to do. She stated that she would make sure that I paid the full period of time, and that she would be the only person to speak to me. She is not a nice person, and I decline to speak with her anymore. The company has horrible customer service, and this auto-renewal practice is predatory in nature, and should not be allowed. Furthermore, when I paid off the initial contract and indicated that I did not want additional renewals, customer service should made me aware of the cancellation policy. I suspect that the intention was to have me forget about the service so that they could auto-renew me.

  Business Response

  Date: 01/10/2024

  In response to BBB complaint ID 21087676, Safe Home Security is in receipt of the clients request to cancel and be refunded for 2 months of over payment. After careful review, I have found that the client didn't send their cancellation request to the company until 4 days after his expiration. The contract outlines the clients responsibility to sending in a cancellation request 60 days prior to the contracts expiration. Secondly, I had the call pulled from the day in which the client "paid off' his account and he states at the conclusion of the call " I love the service I just don't want to have a credit card". The client at this time is in a 1 year renewal with a responsibility to this service for the next 10 months. Please close this complaint as resolved.

• Initial Complaint

  Date:12/14/2023

  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 want to discontinue / End my contract with this company TODAY. SHS has not monitored my home in about 2 years. We started having trouble a couple years ago when there was an upgrade to 4G. We contacted the company multiple times asking them about it and they just kept telling us they would send someone out. I work from home and I told them they can come anytime Monday through Friday, nobody showed up. After months of customer service apologizing and nothing changing they decide the answer to the issue is to mail us the antenna. My husband put the antenna in and we called them letting them know it was placed. Once again they said they would send someone out to look at it because it still was not working. Again, nobody showed up. I called and this time I was told that this company does not have anyone who services my area and they could not help us. I told them I want to end my contract ASAP, they said I was stuck in the contract until May 2024. I stated so I am paying $39.99 monthly to this company and for no service? They just said Im sorry but we will try and get someone out there. We continue to get multiple calls from this company asking if we want to upgrade and we ask them upgrade to what? We dont even have a system to upgrade, you dont have anyone in our area to work on this. We were very angry...In Nov 2023 we get a call from someone with SHS this gentleman is very kind and he states he was going to get our system back online. He said you are paying for it , it should work. He worked with my husband and got us back online, he said we have been off line for a very long time, we wasnt on their radar at all.. We made it VERY clear to this nice gentleman stating multiple times we are still ending this contract May 2024 and he said he totally understood and said thats fine, you still should have a working system. A couple days later this gentleman called us back and apologized and said that he was wrong. Since we are back online and being monitored we had to sign a new contract. We said NO. So now they are sending us a box to remove the antenna out of our system to send back to them. My wish is to be DONE with this company. I want our contract to END TODAY and them to stop taking my monthly payment.

  Business Response

  Date: 12/28/2023

  In response to BBB complaint ID ********, Safe Home Security Representative, Kevin H******, reached out to the client to discuss the clients request to cancel. Upon speaking with the client it is our finding that the client installed their 4g communication module on their own after we mailed it to them but have since decided that with our companies lack of coverage in the area to professionally service their alarm system, it would be best for them to close the account with us at this time. The client will have no obligation to the service with Safe Home Security once we receive the communication module shipped to them. The tracking number for the return label shipped to the client is **********************. Please close this complaint as resolved. Thank you

  Customer Answer

  Date: 01/03/2024

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

  I would like confirmation that SHS has received the antenna back and is removing all responsibility from me, stop auto payment from my bank account. before I close this issue. Thank you

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

  Business Response

  Date: 01/08/2024

  The account has been cancelled as requested with not further financial obligation from the client. 

• Initial Complaint

  Date:12/05/2023

  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.

  Our family signed a contract with Safehome security with the impression it was a 2 year contact unfortunately it was longer than that. I then sent a letter and email requesting cancellation at the end of the term.
  On October 22nd 2018 I called in for a service due to one of the sensors batteries was low and would not stop making noises. They came to the house to fix it and had me sign for the service ticket. No one told me that it was signing the contract which I did NOT agree too. I had previously asked for the cancellation that they did not honor which was 60 days prior to the date of cancellation as requested.
  In 2022 - I requested a copy of the me signing the "contract" and again asked for the cancellation of the service that is not being used. They have unlawfully had me in a contract extension that I did not agree too. I have sent emails and letters requesting cancellation and again today I have issue another complaint. They are charging me $29.99 a month and I do not want to have their service and they do not allow to cancel. I am looking for help and also do not recommend this company to anyone.

  Business Response

  Date: 12/19/2023

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients complaint. The complaint outlines the client feeling like they have the inability to cancel. The client signed an agreement in October of 2018 to renew her service at the same price. The contract was signed with a Safe Home Security tech at the time of service. The contract has since expired, the client provide adequate notice for cancellation and the account is now closed with no further billing obligation. Please close this complaint as resolved. 

• Initial Complaint

  Date:12/01/2023

  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.

  When my contract was up that I had about 7 years, began getting phone calls over and over again just wouldn’t stop! Harrassed, pressured in every way!
  
  Finally broke down,signed contract and also bought more equipment that was broken and then bought more! More money!
  Problems ever since I resigned!
  Tried dealing with company to cancel my contract and it has been very very bad!
  Very harassed, no return phone calls, sent from person to person hours and hours, day after day on the phone trying to resolve and get out of contract I was forced into! And very very bad service. I am an elder person on a fixed income and was pressured with fear of what would happen to my home if I decided not to resign.
  
  Can’t put in amount.About $65 comes out of my checking account each month until contract up I think in 2026 plus about $500 for a panel. Most important just need released from contract no more money out of my account, no lien put on my house!
  I already have everything taken down and no services monitoring my home by them. .
  
  Elder person. Mentally and emotionally exhausting.
  It is a matter of principal for me at this point so no one ever goes thru what has happened to be.
  Just not right.
  
  Will try to upload email my contract but not sure I can.
  Company has it. Sent me one but couldn’t even read it. First one they said done wrong then did another one.
  
  And I fully admit for being really upset a number of times on the phone when I was getting so much unbelievable run around. Never experienced anything like this.
  
  Thank you so much for trying to help me.
  Who ever called me back was so kind it meant so much to me.

  Business Response

  Date: 12/07/2023

  In regard to BBB complaint ID ********, I, Princess B***, reached out to the client today in regard to her desire to cancel and to further discuss her feeling forced to sign the contract signed in July of this year. The customer did not want to speak in depth with me about the complaint. She feels as though she will have a better outcome cancelling if she only speaks with representatives of the BBB. The client would like me to leave out the fact that she is very happy with the cameras but is not happy we called to renew her service. After careful review of this account I see that the customer phoned into our office January 4th of 2022 wanting to purchase cameras. A payment in the amount of $349.00 was processed and the company was informed by the client that if the cameras were not up by January 17th that the client would have to hold off. The cameras were not installed by the clients desired time and she ended up requesting and receiving a refund on January 18th of 2022. The client called back in June of 2022 and started the camera buying process again. The client purchased 4 cameras at $560.00. The client paid for the cameras on June 17th of 2022 and had them installed June 21st, 2022. There were a few ( 6 ) calls from our staff between September of 2022 through June of 2023 to renew. The customer took 10 months to renew her alarm service with us, declining each renewal attempt until May of 2023. I've taken the liberty of pulling the call from the day in which the client agreed to renew and I've found that the client understood the rate and terms of this new agreement. The client has a responsibility to the service until May of 2026. Please close this complaint as resolved.

  Customer Answer

  Date: 01/02/2024

  When I had my last conversation with Princess I tried to explain to her my complaint  with the company has to do with the signing of a new contract for the alarm and fire that is monitored by the company. Bit my cameras, two very different things.

   

  That is what I felt that I was forced to sign.

  Phone call after phone call some I would pick up. Scare comments if I don’t have service I will be very vulnerable etc.

   

  The cameras I bought  first from the company that I was I told would have no monitoring by the company and if they broke I had to fix.

   

  Told cameras nothing to do with the contract.

   

  Yes I am happy with the cameras I bought and monitor by myself.

   

  It is all about the contract with the alarm service. I have disconnected it all have no plans to ever turn it on.

   

  As a senior I feel very taken advantage of  to sign a new contract when I did not want it.

  No one should ever go thru what I have gone thru. 

   

  It is just not right!

   

  To resolve this matter my contract must be cancelled now!

   

  Thank you

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

   

  Business Response

  Date: 01/17/2024

  Please refer to our previous response. 

  Customer Answer

  Date: 01/29/2024

  They never addressed the issue! 

  All about the cameras  that I bought that had nothing to do with the contract! 

  Feel they need to address the complaint! 

  Business Response

  Date: 02/12/2024

  Please see our previous responses, we have nothing new to offer or add