Business Profile

Security System Monitors

Safeguard America

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Complaints

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

Customer Complaints Summary

530 total complaints in the last 3 years.
52 complaints closed in the last 12 months.

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Submit a Complaint

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:11/30/2023
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.
Customer ID: ****** 49.99 monthly. Began 2021, attempting to cancel after 2 years
Business Response
Date: 12/04/2023
In response to BBB ID ********, Safe Home Security has received the clients complain that she would like to cancel and that she can not been able to reach us via telephone. Safe Home Security representative, Ayanna M*****, reached out to the client via telephone this morning and did not get her. We are prepared to assist the customer with her past due balance of $248.00 as well as discuss the reasons she is looking to leave our company. The client is welcome to call Ayanna at ###-###-#### to discuss next steps. Thank you
Customer Answer
Date: 12/08/2023

Complaint: ********

I am rejecting this response because: I did not receive any calls from this place. I attempted to call them and left a message Tuesday 12/5/23 and have received no response to date.

Sincerely,

******** ******
Business Response
Date: 12/22/2023
Please refer to our previous response, for further questions, please contact Princess Blue at ###-###-####.
Initial Complaint
Date:11/29/2023
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.
About mid June 2023, our upstairs smoke detector started emitting a muffled beep constantly. We contacted Safe Home Security and they sent a tech out on July 18th. The tech said we needed to get a new battery. We called again to have them install an updated alarm system and install a new battery as we are elderly and unable to do so. They eventually scheduled to come out on Nov. 25th and called on 11/24 to remind us of the appointment. On Nov. 25, I received a call stating there had been a scheduling error and they wouldn't be here until December 3rd. We had just signed a new contract earlier this year and would now like to cancel without penalty and find a new company. I have tried 3 times in the last 3 days to contact them, and have sent them a lengthy complaint, but the emails are not being accepted.
Business Response
Date: 12/08/2023
In Response To BBB ID ********: Senior Account Executive, Tyasia R******, has been in contact with the client regarding the service appointment stated in their complaint. Ms. R****** was able to secure a sooner service date for the client. The technician will be at the clients location December 13th between 9AM and 1PM. Our dispatch team will be calling the customer the day before and the day of to confirm they will be at the location. Should the client have any questions between now and the service appointment, please call ###-###-####.
Customer Answer
Date: 12/18/2023
My apologies for not responding to your letter.
The company did send a technician out who replaced our alarm system with a new, updated one, and also replaced the disabled smoke detector.
I appreciate your assistance in resolving this issue.

Sincerely,
**** *******
Initial Complaint
Date:11/22/2023
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 iI HAVE BEEN WITH THIS COMPANY SINCE 2012 IN2021 I CALL THEM AND LET THEM KNOWN DIDNOT NEED THERE SERVICES NOW MORE AND THEY TOLD ME I WAS STILL UNDER CONTRACT WITHTHEMITOLD THEM THATIWOULD BE MOVING THEY KEEP INSISTING THAT I CARRY OVER TO WERE I AM MOVING AND I TOLD THEM NO MY HUSBAND IS SET INUP ALARM SYSTEM IN OUR HOME IN ******* OR I CAN HAVE HOW EVER IS GOINGTOTAKE OVER MY HOUSE CAN KEEP THE CONTRACT I TOLDTHEM IDONT KNOW IFTHEY WOULD AGREE TAKING OVER THE CONTRACT THE COMPANY HADME DOUSIGN PAPERS ON MY COMPUTER I MOVE TO GA IN2023 IN AUGUST THE PAYMEMT STOP THEY SEND LETTER THAT MYACCONT NEED ATTENTION I CALL AND LET THEM KNOW LONGER LIVING AT THAT ADDRESS THEY TOLD ME THAT THEY NEED WRITTEN NOTICE THAT IAM KNOW LONGER AT THAT ADDRESS AND I WANT THE SERVICE CANCELL THEY TOLDME THEY CAN DO ANYTHING BECAUSE MY CONTRACT IS NOT UP TILL 2026 AND I RESPONIBLE FOR PAYMEMT I REACHED OUT TO THEM AND THEY TOLD ME THAT THEY NEEDED WRITTEN CANCELLATION I GAVE THEM ONE AND THEY SAID THAT THEY COULDNOT DO ANYTHING I AM RESPOSIBLE FOR PAYMENT I RECEIVE A LETTER THAT MY CONTRACT WILLNOT EXPIRE UNTIL 09/14/22 SHOULD INOT WISH TO RENEW THE CONTRACT I SHOULD GIVEN 60DAYS NOTICE I DID NOT KNOW THAT EVERY TIME I TRY TO RESOLVED THE ISSUED WITH THEM THEY KEEP GIVING ME THE RUN AROUND THEY CERTAINTLY DID NOT LET ME THAT MY CONTRACT WAS GOING TO BE EXIPIRE IN 09/14 /22 THEY WANT ME TO STAY WITH THEM AND WHEN I REFUSED THEY DID TO ME I DO NOT LIKE COMPANIES WHO ARE DIS HONEST I HAVE O GOOD CUSTOMER TO THEM SINCE2012 NEVER HAD PROMBLEM WITH UNTIL KNOW IJUST WANT THIS MATTER BE RESOLVED
Business Response
Date: 12/04/2023
In response to BBB ID ********, Safe Home Security is in receipt of the clients request to cancel the service due to renting our the ** ***** ***. property. Safe Home Security representative, Ayanna M*****, reached out to the client this morning to discuss her responsibility to the service. We have a recording of the customer agreeing to resign with the company for a lower rate and a replacement battery. At this time we are unable to move forward with installing a system at her new home as she has a new provider. the client is not interested in having the renter of her ** ***** ***. property pay for the monitoring at this location. The client has the right to continue to pay $42.64 per month until October of 2026 or pay a lump sum buyout of $1304.78. These options were discussed with the client. Please close this complaint as resolved.
Initial Complaint
Date:11/17/2023
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.
Since entering into contract #****** with SHS, we have had numerous contacts with SHS regarding service issues, most notable random beeping that occurred from our system. We have been made promises that a service technician would be sent on more than one occasion, and to date, that has not occurred. We have been told that our case was elevated to higher authority and we would get a call, and that has never occurred. In August of this year, my wife again contacted SHS and reiterated that our system was randomly beeping and we were going out of town and did not want that to occur while we had a house sitter. Someone we talked to walked us through how to disconnect our system at that point. They also promised that when we returned in September, they would contact us to make a service appointment. That never occurred. My wife then called and spoke with someone, advising them that the system was still inactive. That person stated that he had scheduled a service appointment for November 7, between 9 and 1. He also said he would contact her the next day after he had checked to see if he could get an appointment sooner. The call the next day never happened, and when my wife called on November 7 to see if she could get a more secure time when a technician would come, they said an appointment was never scheduled. In addition, that person had promised that there would be a credit to the account because of the lack of service.

I sent the information above in an email to SHS and received contact from a Resolution Specialist, Kevin H******. He made promises that a tech would be reaching out between 24 and 48 hours, and that has not occurred. Upon phoning the direct number Kevin provided, I have twice been put on hold with a recording telling me I am the next caller, then after several minutes, the recording says no one is available to take the call. At this point, we have lost complete faith in this company and its ability to provide security services per their contract.
Business Response
Date: 11/29/2023
In response to BBB ID ******** for **** *****: We at Safe Home Security have received the complaint submitted by Mr. ***** and has been in review of the complaint and Mr. *****' account. In reviewing the account and Mr. *****' complaint, it looks as if there was a delay in providing Mr. ***** with his service. Senior Account Executive, AJ C***, has reached out to the client to see if we can remotely restore the system. Mr. C**** offer was declined as the client wishes to move forward with the cancellation of their account. Following our review, we believe that Mr. *****' account should be in fact cancelled. We have requested the cancellation, which should be processed within the next 30 days. Following that point, Mr. ***** will have no further obligations to Safe Home Security.
Business Response
Date: 11/29/2023
In response to BBB ID ******** for **** *****: We at Safe Home Security have received the complaint submitted by Mr. ***** and has been in review of the complaint and Mr. *****' account. In reviewing the account and Mr. *****' complaint, it looks as if there was a delay in providing Mr. ***** with his service. Senior Account Executive, AJ C***, has reached out to the client to see if we can remotely restore the system. Mr. C**** offer was declined as the client wishes to move forward with the cancellation of their account. Following our review, we believe that Mr. *****' account should be in fact cancelled. We have requested the cancellation, which should be processed within the next 30 days. Following that point, Mr. ***** will have no further obligations to Safe Home Security.
Customer Answer
Date: 11/29/2023

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,

**** *****
Customer Answer
Date: 11/29/2023

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:11/16/2023
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 had contract with Safe Home Security (SHS) years ago and I wanted to cancel because outdated equipment and i was going to find better service for my home, so as instructed I wrote a termination notice to SHS immediately stated that I would not renew my contract and need to end my contract as soon as the contract expire in May 2023, *please note that I wrote the termination notice on and sent on 09/20/2022.

Then I realized that SHS didn’t end my contract and continued to charge me the monthly fee, I then contacted my bank to stop payment because I already terminated my contract with them. But they continue to send me bills that I owe them monitoring fees and charges for not paying the bills that I was not supposed to pay them.

I contacted SHS on 10/09/2023 and the Customer service representative was not able to help me, his name is Kevin H******, he was helpful on the phone but he was not able to help me to solve my problem. I forwarded my termination email to prove that I have already formally filed for termination but he said his supervisor said since the contract been renewed I would have to finish another year. This is unacceptable and this is not how they do business, they cannot force me to use the service already been terminated. They need to stop charging me and they need to refund the money they charge me for the months that they drafted from my bank but I didn’t not use their service.

Stay away from this business because they would use all the excuses to refuse to let you end the contract. Dishonest business and No customer support at all.
Business Response
Date: 11/29/2023
In Response to BBB ID 20878016 for ***** ***: Safe Home Security has received the clients request to cancel. Senior Account Executive, Aimee M***** has reviewed the client's complaint and found that the client sent in a letter requesting the cancellation of the account. We will be requesting the cancellation of the account with no further financial obligation. Please allow up to 30 days for this process to be completed. Thank you.
Initial Complaint
Date:11/10/2023
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.
Company will not cancel my contract and changing story on how to cancel.
Have sent hard copy letters with final payment and they cash check but say they didn’t get a letter of cancellation and continue to bill me and am now in collections.
Business Response
Date: 11/20/2023
In response to BBB complaint ID ********, Safe Home Security is in receipt of client Jeffery Russell's complaint regarding his inability to cancel. The client emailed in his written request to cancel on November 10h, 2023. The client began service with ***** ******** in February of 2019 for a 36 month period with a year to year renewal unless the company is provided written notice of the customer desire to cancel 30 days prior to wanting to cancel. Being that we are receiving the cancelation request 9 months after the time frame in which the contract outlines the account is in a renewal period until February of 2024. I have assigned the clients request to cancel to Retention Specialist Teri Nemit to work with the client through the cancellation process. Thank you,

Princess B***
Manager, Retention

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
Initial Complaint
Date:11/10/2023
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 bought a new home on 8/25/23. The previous owners had an alarm system that was serviced by Safe Home Security. We are unable to use the security system because the company alleges that the previous owners are still under contract and required to continue to make payments. We have a good relationship with the previous owners and they deny being under financial obligation and making payment. Safe Home Security refuses to allow access to our system and is keeping the system hostage at this time. They maintain control over the system by keeping it registered through Alarm.com under the previous owners and therefore we cannot register it under our name or access it. We cannot replace components because the PCM panel is locked and all cameras are Alarm.com proprietary and therefore the previous owners - allegedly - continue to have video access of our daily activities.

Safe Home Security is engaging in manipulative business tactics that border on illegal activity. Our only resolution is to sign a three year contract with them to gain access to our own home security system and cameras.
Business Response
Date: 11/22/2023
In response to BBB complaint ID ********, Safe Home Security is in receipt of the **** ******** complaint. The complaint outlines Mr. ****** wanting to gain access and information to the current alarm system that is in the home he just purchased. The system and information are personal to the previous owner of this home and client of Safe Home Security. Mr. ****** was informed via email and telephone that the system and its installer codes are personal to Safe Home Security and our client. He is welcome to contract for the service and to have the system activated under his name so long as he agrees to a 36 month contract at $39.99. Please close this complaint as resolved.
Customer Answer
Date: 11/22/2023

Complaint: ********

I am rejecting this response because:
The response is misdirected and appears to be intentional. I made no request for any installer code. The system was linked to a previous homeowner whereby the previous owner could access the system and cameras. The system needs to be released by simply unregistering the device IMEI through alarm.com. Safe Home Security, however, refuses to release the system and only offers payment and signing a contract for release from the previous owner. These business practices are manipulative and dishonest. I was also contacted via email by one of the sales representatives regarding my complaint with another pitch on purchasing their services. They continue to manipulate without impunity. As an alert to the consumer - do not trust this company and be aware of significant manipulation that borders on corruption.

Sincerely,

**** ******
Business Response
Date: 12/08/2023
Please refer to our previous response, we have nothing further to add.
Initial Complaint
Date:11/06/2023
Type:Customer Service 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 7/20/22 for 36 months of security monitoring and system maintenance. This company "bought" our contract from the local builder, so we assumed they had the ability to service us locally. It contains a 90% payment of the unpaid balance for early cancellation.
I wish to cancel because this company does not have service technicians in my area.
1. 7/20/22-9/1/2022 part of our system was inoperable due to a bad sensor. It took them 6 weeks to get a technician to us.
2. 9/9/23-10/18/23 our ENTIRE system was turned off as phone support was unable to fix a fire alarm going off every 5 minutes. They told us to unplug it. Again, they do not have local techs so it took 6 weeks to fix our inoperable system. FYI, the tech said the company caused this problem remotely by reprogramming to a new owner (from the local builder). We don't even have fire monitoring but they turned it on in error (incompetence).
I wrote 2 letters requesting early cancellation without the financial penalty. After having to send the 2nd one Certified mail, I received a response saying our contract won't expire until 7/12/2026 (this is an error of incompetence, 36 months from 7/20/22 is 2025!) and that we may cancel 60 days prior to that time.
They clearly did not read my 2 letters in detail nor do they care that they are physically unable, due to lack of local technicians, to properly service our system. To me they are fraudulently collecting on this contract that they cannot service in a reasonable time frame.
I am requesting the ability to cancel NOW without financial penalty. To pay the balance of the contract is approximately $288 every 6 months, now until July 2025, or $864 which I wish to be let out of. They have my credit card on file so I cannot simply "not" pay. I want formal cancellation agreed to by them.
Business Response
Date: 11/17/2023
In Response to BBB ID ******** for **** *********: We are in receipt of the complaint submitted by Ms. ********* where she is requesting the cancellation of her account. We have been in review of the complaint and Ms. *********** account. After reviewing the account and the complaint, it looks as if there was a delay in providing Ms. ********* with her service. We at Safe Home Security applied a credit to the clients account for the time they were without service. Furthermore a technician was at the clients location on October 18th where he restored the system. At this time, based on review of the account, cancellation is not warranted. Should the client wish to move forward with the cancelation, they would be responsible for the early termination as stated below section 4 of the attached agreement.
Customer Answer
Date: 11/20/2023

Complaint: ********

I am rejecting this response because:
In both fall of 2022 and fall of 2023, my system was not completely functional (partially functional in 2022 for 6 weeks, and was TURNED OFF at company's instruction in 2023 for 6 weeks). I believe a 6-week delay TWICE is unacceptable for a service company's response time. Clearly this company is not sufficiently staffed to handle my home in **** and I wish to find a company who will be more responsive to this local area.
Since I filed my complaint, the reason for the 2022 6-week problem reoccurred. That window sensor is bad - AGAIN - and I phoned to have them disable it as I'm not willing to hope them to correct the same problem again, since they clearly failed to provide a permanent correction in 2022.
They should also be aware that the tech who came out in October 2023 told us the problem with the fire alarm going off continually was caused by their company in somehow updating our account to a new account number. This shows complete incompetency both on the remote customer service side, as well as in the slow (6 week) responsiveness of the field technicians.
With regard to a "credit," there has been no credit applied to my credit card to which they bill my service. I am otherwise unaware of any credit to my account; if it exists, this still does not resolve the issue. A company which, on now two occasions is unable to provide service within a 6 week window is unreasonable in holding me to a contract which they are not reasonably fulfilling. I again request that they permit contract cancellation without the financial penalty in the contract, due to their lack of reasonable performance.

Sincerely,

**** *********
Business Response
Date: 12/04/2023
Please refer to our previous response, our stance has not changed.
Customer Answer
Date: 12/06/2023

Complaint: ********

I am rejecting this response because:
I posted a poor review on ****, and the company responded with - PLEASE SEE ATTACHED SCREEN SHOT of their **** reply. They suggested that they were "addressing your contract issues" which made me think they would be permitting the cancellation of my contract without financial penalty. Given their response to the BBB in which they have not changed their stance, apparently this **** posting was a complete untruth. Is Jevaun P, Director of Service or Bret S. of the **** response in conversation with whoever is responding to the BBB complaint? Can these people please all speak with one another and allow a contract cancellation without financial penalty?
It is not clear on this form that my **** screen shot attached, so I will also type what they said:
=================================
Bret S. Business Owner on Nov 25,2023
We sincertely apologize for your experience, Lynn. It's unacceptable that you've had prolonged periods without service, articularly given your situation. We understand the necessity of feeling secure at home and regret failing to provide that. We also thank you for your patience as we address your contract issues. Hope to serve you better in future.
Jevaun P., Director of Service
==================================

Sincerely,

**** *********
Business Response
Date: 12/19/2023
In Response to BBB ID ******** for **** *********: We are in receipt of the complaint submitted by Ms. ********* where she is requesting the cancellation of her account. We have been in review of the complaint and Ms. *********** account. After reviewing the account and the complaint, it looks as if there was a delay in providing Ms. ********* with her service. We at Safe Home Security applied a credit to the clients account for the time they were without service. Furthermore a technician was at the clients location on October 18th where he restored the system. At this time, based on review of the account, cancellation is not warranted. Should the client wish to move forward with the cancelation, they would be responsible for the early termination as stated below section 4 of the attached agreement.
Initial Complaint
Date:11/03/2023
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.
On April 21, 2023, I entered into an agreement with Mr. Elliot H***** of Safe Home Security, Inc to have a security system installed in my home. A few days later, When I attempted to use the app on my *Phone, there was a delay in the response and the person could not hear me, nor could I hear them.

I called Elliot H***** and left a message for him to call me. After a few days I did not get a response, so I called Safe Home Security. I kept getting switched from one person to the next and after spending several minutes on hold, a person told me that they would be sending someone out to repair the equipment. Two weeks went by, and I did not hear from anyone at Safe Home Security.

On Saturday, May 27, 2023, a service technician from Safe Home Security showed up at my doorstep unannounced. We were able to initially connect through the doorbell before it began to malfunction. We had to switch from talking through the doorbell to using our phones. He said he would submit another work request and get someone out ASAP to fix the problem. He said that it is most likely a bad doorbell and would need to be replaced.

I sent a detailed letter to Safe home on July 5, 2023, expressing my desire to cancel this agreement for breach of contract. I gave Safe home thirty days to respond to my request. Safe Home did not respond to my notice which was sent certified mail.
Safe Home sent a technician to my home on July 31, 2023. I thought he was coming to uninstall and retrieve the security equipment. The Technician stated he was not aware of that and took another thirty minutes to call Safe Home for instructions. He then advised me that he was instructed to not remove the equipment and someone from Customer Service would be contacting me.

To date, Safe Home has made no attempt to resolve this matter. I have since contracted with another security company and would like Safe Home to consider this matter closed.
Business Response
Date: 11/09/2023
********* ** *****
********** ************ **** ******
**** ****** ******* ********
**** *** *****
My name is Brandon, and I am the Customer Experience Manager for Safe Home Security. On behalf of Safe
Home, I would like to thank you for allowing our office to review and respond to this complaint. I will provide you
with our company’s position in the ensuing paragraphs of this response.
We initially wanted to advise you that based on the totality of the circumstances and some apparent
misunderstanding, we will agree to cancel the complainant’s agreement prematurely and with no further monetary
obligation. We wanted to advise your office and the complainant that the sole condition we have for our agreement
to prematurely cancel the complainant’s agreement with no further obligation is that the complainant agree to allow
our office to visit his home for the exclusive purpose of removing and retrieving our equipment. If the complainant
prefers that our office representative not visit his home, we can offer an alternative means of returning the
equipment. Specifically, we are willing to send the complainant a pre-addressed and pre-paid label for the
complainant to return the equipment without our assistance personally.
We wanted to err on the side of caution and advise your office and the complainant that once their agreement with
Safe Home is cancelled, their system will no longer be monitored. When a system is no longer monitored, this
means that Safe Home and its affiliated monitoring companies will no longer be providing any emergency dispatch.
Since our office agrees to prematurely cancel the agreement with no further monetary obligation at the
complainant’s request, our office will NOT issue any refunds.
We thank you in advance for your anticipated review of this response.
Customer Answer
Date: 11/09/2023

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. The equipment has already been returned via ***. I have attached a copy of the letter sent to Safe Home with a picture of all the equipment, including hardware, that was returned.

Sincerely,

**** ******
Initial Complaint
Date:10/30/2023
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.
My Dad, *** ****, has dementia and has severe to profound hearing loss. I am his POA as of 2021. He recently moved from ** to ** on July 23, 2023. He currently lives at ********* ***** ****** **** facility. *** signed a contract with SafeGuard America on November 2019 (customer # *****) that he has no memory of. The contract says he owes them the monthly fee for 5 years if the contract is canceled. My Dad's house was sold on September 8, 2023, so there is no need to have SafeGuard monitor the home. I have been gathering information on my Dad's finances since July. I called SafeGuard on August 7, 2023 and spoke with a Zach, extension *****. I told him about the situation and wanted to cancel the contract. He emailed me the contract and statement. He said there was no equipment to be return. He said he could help me, but instead I received bills for the following amounts: 8/6/23 $1752.40, 9/4/23 $83.33, 9/20/23 $133.77, 10/23/23 $1903.72
I believe they have taken advantage of my Dad's inability to fully understand what he was signing due to his dementia and hearing loss. Nor do I believe he should have to pay for a service he absolutely does not need because the house was sold.
Business Response
Date: 11/07/2023
The client and Safe Home have come to an agreement on settlement of this account. Once paid the account will be cancelled without further obligation.
Customer Answer
Date: 11/09/2023

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,

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

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Safeguard America is NOT a BBB Accredited Business.