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

  5555 W Waters Ave Ste 607 Tampa, FL 33634-0001

• 

  Safeguard America

  1430 W 6720 S West Jordan, UT 84084-2535

• 

  SafeGuard America

  2526 Mount Vernon Rd Atlanta, GA 30338-3049

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:10/27/2023

  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.

  12-2022 to now 10-2023.we have pd bal of 209, feb 12 22. told them to cancel. pd 384.93 april 2023. again told to cncel on phone and emailed cancel letter 3 times.
  Safe Home Security is a medical alert and home security company.
  they willl not cancel this service. the machine malfuncitioned 2 years ago would not stop goine off. it was unplugged at that time. initial contract was done long time prior to this. we have called. we have emailed 3 letters , in june 23 we spoke to john he stated he knew exactly what went wrong with the machine, wanted us to sign new 2 year contract for service they would discount small amount, we stated we were not interested in new contract to cancel. they will not stop billing us. we have heard nothing since june when we spoke on phone and sent email leters multiple times. then just got new bill in oct for new426.92. this is a nightmare.
  Safe Home security, **** *********** ** our acct #******. we want this canceled and 426.92 off. thank you. please help, they are taking advantage of seniors its awful .

  Business Response

  Date: 11/09/2023

  In response to BBB complaint ID ********, Safe Home Security has received the clients request to discontinue service due to a non-working service. We'd like to take this opportunity to offer to the client the ability to resign with us for 36 months, the same rate of 41.99, waive the cost of the cell back up upgrade that is required for the alarm as well as absolve the past due balance. The past due balance at this time is $426.00. we look forward to hearing from the client via your platform as we cannot reach her via the telephone. 

  Customer Answer

  Date: 11/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I do not trust this company. The service did not wk. Well. Then quit completely. We cancelled many times.  They kept billing me.  I do not want to be in a contract with this kind of business for the next 3 yrs again.  I do not feel i should be charged for all this time with no service...they knew this and kept billing anyway. 
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 11/20/2023

  In response to BBB complaint ID ********, Safe Home Security has received the clients rejection to our offer to service her alarm system. At this time we will move forward with the cancellation of the alarm service as the client has requested. Please close this complaint as resolved. Thank you.

  Customer Answer

  Date: 11/22/2023

  does this mean they are stopping billing service and  I now am at 0 balance.??

• Initial Complaint

  Date:10/26/2023

  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.

  SHS had an account with my husband and he died. I sent their equipment back with a notice of cancellation.they continued billing for monitoring (even though they recieved their whole system back). I called them regarding the bill and they told me that I would have to send them a letter to cancel which I had already done then I sent him an email and another letter and they're still contacting me. Even though I never signed a contract with them.
  The contract my husband signed with him was over 5 years ago so I'm sure it's expired yet they still want to bill me for something they're not providing and that I don't want and then I never signed for. They use a harassing tactic and I'm really not sure why last contact I told him don't make me get an attorney because I will. They need to close this account because it was paid up until they got their equipment back and they're still trying to Bill me it's harassment at this point.
  No one should do business like they're doing it. I want them to stop billing me and wipe out whatever bills they think I owe cuz I owe them nothing.
  I sent them a copy of the death certificate they know the whole situation he's not around for them to bill they need to stop

  Business Response

  Date: 10/26/2023

  THE ACCOUNT WAS CANCELLED ON OCTOBER 24, (HE DAY BEFORE THE CUSTOMER FILED THE COMPLAINT WITH THE BETTER BUSINESS BUREAU) WITH NO FURTHER FINANCIAL OBLIGATION. 

• Initial Complaint

  Date:10/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6-12-23 A salesman knocked on the door instead of ringing the bell and yelled Hello. Thought it was someone I knew. He told me a new 5G tower was put in & my system was not equipped for it. Found out later that was a lie - 5G towers don't work with alarm systems. He then promised a buyout from my company. That was a lie. Even tho by the time they refused, it was only $209. I have the text messages from the salesman stating "that's not a problem at all. we are fine." Co told me that the $4.99 for 6 months, after the initial $45 charge was to go to the buyout. That was never mentioned to me - ever! It was just a great promo! The system was supposed to be installed that night - it was only partially installed. Parts were ordered, didn't get them until 7- 12 they couldn't install until 7-20. By then I had had it - my other company came & installed a state of the art system on 7-31 & I called that day to cancel! I don't want a system I don't trust. I never knew if it was truly working! All parts were returned - some were unopened. I am a widow, 72 now, and I do not appreciate being lied to in order to make $. Obviously I have no confidence in this company. They wanted my company to buy them out at a cost of between 2500 & 3000 (I believe) yet they wouldn't even pay $209 which would have saved them all this, because I never would have know they are truly a dishonest company had they just paid it. Salesman was holding an I-pad in front of him for me to answer a female on video, while he was telling me with his head how to respond! He had already coached me how to answer & told me if I didn't, he would not be paid that Friday!! I was extremely uncomfortable with this, as 1 of the questions was did he promise me anything, & he was shaking his head NO! I know I was duped, & I feel like a fool, but I have learned a lesson - to not be so trusting! There's a lot more to this story, but I'm out of room. I'm going to attempt to attach more info. Cr Crd had to be closed also!

  Business Response

  Date: 11/01/2023

  Dear Ms. ****:
  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. The sole condition for our agreement to prematurely cancel the complainant’s agreement with no further
  obligation is that the complainant agree that a representative from our office will be able to visit the complainant’s
  home for the purpose of removing and retrieving our equipment at a mutually convenient time and date. In an
  abundance of caution, we wanted to advise your office and the complainant that if we are not able to retrieve our
  equipment, we will, unfortunately, have no choice but to bill the complainant for the value of the equipment. I am
  most hopeful this will not be necessary.
  As an alternative means of returning the equipment, 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. Since our office has
  agreed to prematurely cancel the complainant’s agreement with no further monetary obligation at the complainant’s
  request subject to the aforementioned conditions, our office will NOT issue any refunds.
  While it likely goes without saying, I wanted to err on the side of caution and provide a clear understanding
  of the situation regarding the Complainant’s agreement. Specifically, I wanted to advise your office and the
  complainant that their system will no longer be monitored once your client’s agreement with Safe Home is
  canceled. 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.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manage

  Customer Answer

  Date: 11/01/2023

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

  Actually I sent the equipment back to you on 9-27-23, and an employee signed for it on 10-3-23. I have all the receipts which I will try to attach. Some of the parts in the box were never even opened. I attempted to find out from you what to do on more than one occasion. No response. The panel and all equipment was removed on 7-31-23 and place in the original box. I never even received a call when the panel was removed that day. I gave ample time for a response, but it never happened. On 9-27-23, I shipped it to *** for $59.45.  According to the receipt, JOSPHIE signed for it at the front desk at 11:29 AM on 10-3-23. I am trying to attach the paperwork for all of this. I hope this will be sufficient - I still have the outdoor sign if you would like someone to pick that up.  But I sent back everything.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 11/09/2023

  ********* ** *****
  ********** ************ ***** *******
  **** ****** ******* ********
  **** *** *****
  On behalf of Safe Home, I would like to thank you for affording our office the opportunity to review and respond to
  this complaint. I will provide you with our company’s position in the ensuing paragraphs of this response:
  After further review, we are able to confirm that the complainant has returned all of the equipment from our office
  that was provided to her. More specifically, our office has confirmed that this equipment was returned on October
  3, 2023. The complainant may disregard any further notices demanding any equipment returns. We ask that if the
  complainant has any further questions, she may contact our office via email ****************************** or
  call us at ###-###-####.
  We thank you in advance for your anticipated review of this response and are expected to hear from you shortly.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

  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.  I trust that there will be NO further communication between this business and myself.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:10/18/2023

  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.

  Safe home attempted to renew our contract in July of 2023. We declined and asked the company to cancel billing. The company sent a contract renewal which we did not sign nor accept. The company has continued to bill. Was told to send an email request to cancel, after-which, received a call back from Brett S******** who gave no resolution. We’ve been unable to get any satisfactory responses from the company but have been billed again through October. Stopping payment and blocking any future payments until we’re officially cancelled. The trickery this company used to try and force acceptance of contract extension was to automatically renew if the email from the company was opened. I did not open the email nor acknowledge a contract. I’ve since begun a contract with a reputable company, but Safe Home is both interrupting my service and causing issues with the proper monitoring of my property. Again, cancellation of this contract should have been in effect since July 2023. There was no esign given!!!

  Business Response

  Date: 10/26/2023

  In response to BBB complaint ********, Safe Home Security has received the clients request to cancel. I, Princess B**** *alled the client today to discuss her responsibility to our service. A Safe Home Security representative reached out to the client in July of 2023 to offer a renewal of her alarm service to which the client declined. The client assumed that because her contract was up for renewal that she was free to change providers. In speaking with her today she disclosed that she moved on the *** for a more responsive service. I explained that while we did call for renewal the call and her declining does not negate from the 60 month agreement that she is currently under. The client requested a copy of her current alarm monitoring agreement with us, which I mailed today, October 24th. Please close this complaint as resolved. 

• Initial Complaint

  Date:10/11/2023

  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.

  In July of 2022, I received a call from a salesman who had convinced me to sign up for a competing security monitoring company, years ago, suggesting he could get me the same service with SHS at a lower rate. I accepted after a discussion about the benefits. There was a smart phone app that went along with the service which we installed on our phones. Struggling to get any service on the phone app, my husband called in several times without success. At some point in February 2022, he called in and spoke to Eddie. He shared that actually we were not being monitored because there was no contract. Equipment had been installed but the contract was never completed, which to us explained why we never received the ring camera we were promised when we signed up, the app didn't work and upon inspection of credit card statements, we were NOT being charged. Eddie told us he would get it taken care of. He had us sign a new contract, which I signed, and send in proof of homeownership. I submitted property tax bill and the land contract where I'm purchasing the home from my father. Eddie responded weeks later that we could not be monitored since we didn't own the home. He asked for my fathers contact info, who he called and who gave permission. When we were informed that my dad would be added to the contract and would need to sign, I refused. My dad wasn't a part of this. He was only the deed holder, not responsible for my bills. This weekend, I realized SHS has been charging me monthly. When I called to enquire, they seem to not know what I'm talking about insist that I have to pay monthly through 2026 and that I am being monitored. I requested proof that they had been monitoring my home and was told a test was sent in May and was not received. So, no, they're not. They now want to schedule service. I submitted a request for cancellation and refund. The case was assigned to a Rebecca, who called me this morning refusing to cancel or refund and offering to schedule service.

  Customer Answer

  Date: 10/12/2023

  Voice message transcripts from the account manager

  3/14/23
  Hey *****, this is Eddie from safe home security. Just reaching out to you. I do see based on your signaling that your alarm system is working just fine. So this call isn't regards to your alarm system. Really we need is a document. We need proof of homeownership that you do actually own the house that you live in. This will allow us to continue providing the monitoring service that you're currently receiving. Just try to get that. That home proof of homeownership to me as soon as possible. You can give me a call back at ###-###-####. You can email that. That proof of homeownership to my email address that's ******* ** **** **** **************** ****** * ** ** *** * ** ** **** * ** ** **** *** ** ** ******** * ** ** ***** ** **** **** ******** **** *** ** ***** *** ****************. Thank you. Have a good day.
  
  3/25/23
  Hey *****, this is Eddie from safe home security and we spoke a while back. I was the guy that had your alarm system reactivated, you know, everything on put back into place the way I needed to be the only the only thing that I request from you was on proof of homeownership. I was supposed to have a guy in there for me, you know. The very same day that we last talked because it just puts the company in the tricky position, you know to be able to monitor a house. For a client whom we have no proof of homeownership for you. You understand what I'm saying? It's a it can be a little bit concerning. So we just need that document. You can scan it email it and and pretty much be it. I can give you my email right now, but you know, just give me a call and and we'll discuss it. ###-###-####. Thank you.
  
  5/12/23
  Hey *****, this is Eddie from safe home security calling you in regards to your account and the whole proof of homeownership Scandal. I spoke to your father Kenneth and it looks like he's on board with taking ownership of the account or rather. Just making sure his name is on this account because he is the homeowner and because of the company policy. It has to be the homeowner that that is the account holder and any case I sent you all the paperwork to your email. It's basically the same arrangement. We we had made before and the only difference is that the document is under your father's name, and so it requires your father's signature and initials to be on that paper. I would appreciate it. If you got that back to me as soon as possible, and if there's anything you need, just give me a call. All right. You have a good day *****. Take care.

   

  5/25/23

  Hey *****, this is Eddie from safe home security again. I'm just calling to remind you that I I need to make sure your account stays active. And so in order to do that. I did speak with your father Kenneth, and he said that he was ready to assume ownership of the account which in this case. It kind of has to be done because we can only have active accounts for for active homeowners. And so since Kenneth owns the house he has to be the one that owns the account as well. I already sent all the documentation to your email address. So as I did previously all you have to do is just go in there and make sure that signatures you have any questions. Give me a call at ###-###-####8. Thank you. Have a great day.

  Business Response

  Date: 10/25/2023

  Morning,

  We are responding to the BBB complaint. Please see attachment. 

  Business Response

  Date: 10/25/2023

  Correction on the refund amount. The correct amount owed to Ms. ****** is $196.47. This amount covers the payments drafted on 2/23/23, 7/29/23 and 8/29/23. The payment on 9/30/23 for $64.49 had bounced back.

• Initial Complaint

  Date:10/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We live in a no soliciting area. But when my wife answered the door a salesman, Steve B****, pushed his way inside.
  He proceded to our living room and started to talk about home invasions in the area and the need for a home alert system
  He said our home being the first on the block would be great for his company to display his signs and would like to get us as a customer and could offer us a special deal.
  His spiel was that was that he would let us pay only $4.99 a month, but with a first payment of $63.99 for 6 months. After the 6 months he would check back and see if we would like to keep it. He said we needed to sign a contract to get this deal.
  
  He never did call after 6 months as promised, so my wife called Steve to let him know we did not wish to keep the security system past the 6 months he became very defensive. He claimed he never told us about special trial period; and that we had signed a contract which we were bound by. Yes, we did sign a contract, but he said he couldn’t hook up the system if we didn’t sign it and not to worry about it. We trusted him and took him at his word. He says he would have to find a customer to sell our contract to. We are on a fixed income, as we are senior citizens, and can’t afford this security system. We feel he has taken advantage of us and has no intention of making it right because he has told us twice he would be out to see us and has never shown up. We are very frustrated at this point and extremely stressed out. We are at a loss as to what to do next.

  Business Response

  Date: 10/19/2023

  ******* *********** **********
  ****** ******** ******* *** **** *** ****** *********************
  ** ****** **
  ********* ** *****
  ********** ************ *** * ***** ******
  **** ****** ******* ********
  **** *** *****
  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 mutually agreed to terminate the complainant's agreement ahead of schedule without any
  additional financial obligations. The home security system was removed on October 17, 2023. I want to inform you
  that the complainant's system is no longer under monitoring, and their agreement with Safe Home has been officially
  canceled. We would like to make known that 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 agreed
  to prematurely cancel the agreement with no further monetary obligation at the complainant’s request, our office
  will NOT issue any refunds.
  While we have authorized the cancellation, we kindly request the return of the equipment. To facilitate the retrieval
  process, our office will be communicating with the complainant regarding the scheduling of a time and date for
  retrieval. As an alternative means of returning the equipment, we are willing to send the complainant a preaddressed and pre-paid label for the complainant to return the equipment without our assistance personally.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manager

  Customer Answer

  Date: 10/19/2023

  
  
  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:10/10/2023

  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 have been a customer with Safe Home Security for almost 20 years. I was a faithful customer with an excellent payment history. I sold my house in March of 2022, moved to a new residence with my Mother in Law after selling property. Asked to have my contract modified giving my history with the company. They denied it. I asked again in September of 2023 to have the remaining three months waived. Customer Service rep asked me to provide my bill of sale document and indicated I would be waived of the three months. I turned my auto pay off on Monday October 2nd but the company was still able to deduct the money on October 6th. I have talked to at least 10 representatives and the customer service has been less than ideal. I need assistance with resolution with waiving my contract and getting my refund.

  Business Response

  Date: 10/10/2023

  The account has been cancelled, with no further financial obligation. A refund check will be issued, in the amount of $49.99. Please allow 10 business days for receipt. Thank you for your loyalty and  business 

  Customer Answer

  Date: 10/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the amount due is $70.18. I'm not sure if this was a typing error. A representative called me today and said that I would be receiving a check for $70.18 so if this is just a typing error. I will accept the business response. If not $49.99 is not the correct reimbursement rate. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 10/12/2023

  THE CORRECT REFUND AMOUNT IS $70.18, WHICH WILL BE ISSUED TODAY

• Initial Complaint

  Date:10/10/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was mislead to believe what I was getting

  Business Response

  Date: 10/11/2023

  ********* ** *****
  ********** ************ ***** *****
  **** ****** ******* ********
  **** *** *****
  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. Specifically, I wanted to advise you that their system will no longer be monitored once the complainant’s
  agreement with Safe Home is canceled. 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.
  While we have authorized the cancellation, we kindly request the return of the equipment. To facilitate the retrieval
  process, our office will be communicating with the complainant regarding the scheduling of a time and date for
  retrieval. As an alternative means of returning the equipment, we are willing to send the complainant a preaddressed and pre-paid label for the complainant to return the equipment without our assistance personally.
  We thank you in advance for your anticipated review of this response.
  
  

  Customer Answer

  Date: 10/12/2023

  
  
  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:10/04/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m trying to get a buy out of my contract and I was told that it was in my contract that I’d be unable to. I asked if I could pay ahead in the amount of my buy out and they said yes but I would still get billed. All I want is to get out of this contract because I don’t need them and I’m not even using their service. I spoke to Djenny P*** and I asked to be transferred to their billing department and she informed me that they won’t even answer, which they didn’t

  Business Response

  Date: 10/24/2023

  In response to BBB complaint ID ********. Safe Home security has received the clients request for a buyout or final invoice. I , Princess B*** , called the client today, October 24th, to discuss the buyout process. Safe Home Security is is need of documentation supporting the home has been sold to provide a 90% buyout for the client. If documentation supporting the sale of the home is not available the 100% of the contract balance will be due. We look forward to hearing from the client via the BBB platform due to me not being able to make telephone contact with the client today. 

  Customer Answer

  Date: 10/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their response has absolutely nothing to do with my complaint about buying out my contract due to not needing their services.  But since I’m unable to buy out my contract anyways I have no choice but to keep paying. Thanks
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:10/03/2023

  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.

  We have had this security system for 8 years, however since December of 2022 we have had numerous issues with the low battery alarm, a Tech would come out however the issue was not resolved. After the last visit in August, it was determined we would need to upgrade our system and we would have to pay for it because no parts were available for the upgrade ( they do not make the parts anymore). After declining that offer and not to extend my contract the customer service was HORRIBLE!!! SAIJE JONES was one of the WORST CUSTOMER SERVICE AGENTS I have ever spoken to. After cancelling my service, I still have 1 1/2 years left on contract with this company. I asked for a final bill so I could pay off the company and be done, I was told unless the owner died or the property was sold no bill could be generated, so I'm still paying monthly and my concern is my contract will be renewed without my consent, I don't have any trust in this company at all.

  Business Response

  Date: 10/16/2023

  In response to BBB complaint ID ********* Safe Home Security has received the clients request to cancel. At this time the client has a responsibility to the service until April of 2025. We understand that there is a need for a new secondary panel and the client is not willing to pay for it. Safe Home Security has appointed Shane M**** account manager for this case. He reached out today, October 13th,2023, to offer a panel upgrade and a new secondary keypad in exchange for a new 36 month agreement. We look forward to the clients response. 

  Business Response

  Date: 10/16/2023

  In response to BBB complaint ID ********* Safe Home Security has received the clients request to cancel. At this time the client has a responsibility to the service until April of 2025. We understand that there is a need for a new secondary panel and the client is not willing to pay for it. Safe Home Security has appointed Shane M**** account manager for this case. He reached out today, October 13th,2023, to offer a panel upgrade and a new secondary keypad in exchange for a new 36 month agreement. We look forward to the clients response. 

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes, someone reached out to us on 10/16/2023, to come out and install everything that was needed for "free" however we would have to extend our contract for another 3 years, this is not an option for us, at this point the only solution for us is to pay the remainder of our contract with this company. We would like a final bill, we continue to pay monthly for services we are not receiving.  We have received the WORST customer service with SafeHome and I would not subject myself to another 3 years of a contract. There are so many alarm companies which you can choose from and provide this service, however what makes the difference is the customer service and SafeHome has not treated us with any.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Customer Answer

  Date: 10/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Yes, someone reached out to us on 10/16/2023, to come out and install everything that was needed for "free" however we would have to extend our contract for another 3 years, this is not an option for us, at this point the only solution for us is to pay the remainder of our contract with this company. We would like a final bill, we continue to pay monthly for services we are not receiving.  We have received the WORST customer service with SafeHome and I would not subject myself to another 3 years of a contract. There are so many alarm companies which you can choose from and provide this service, however what makes the difference is the customer service and SafeHome has not treated us with any.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 10/26/2023

  In response to BBB complaint ID ********* Safe Home Security has received the clients request to buyout. At this time the client has a responsibility to the service until April of 2025. The buyout for service would be $745.62 to settle the service at 100%. An invoice has been generated dated for today and will be mailed to the client. Please close this complaint as resolved. 

  Business Response

  Date: 10/26/2023

  In response to BBB complaint ID ********* Safe Home Security has received the clients request to buyout. At this time the client has a responsibility to the service until April of 2025. The buyout for service would be $745.62 to settle the service at 100%. An invoice has been generated dated for today and will be mailed to the client. Please close this complaint as resolved.