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

  12600 W Colfax Ave Ste A130 Lakewood, CO 80215-3799

• 

  Safeguard America

  P O Box 60513 Saint Louis, MO 63160

• 

  Safeguard America

  55 Sebethe Dr Ste 201 Cromwell, CT 06416-1054

• 

  Safeguard America

  7570 S Federal Hwy Ste 9-10 Lantana, FL 33462-6060

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:09/29/2023

  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.

  My System stop working, Called for Services., was told no one available to come out in my area .I am not good with trouble shooting. If I am paying you money you should have someone to services my system.

  Business Response

  Date: 10/04/2023

  There are no open service tickets on this account.  We did a diagnostic from here and don't see any system issues currently the system responded to our testing.  Service is available.  Please pay teh outstanding invoices and contact us at ************ to set service if you still feel you need it.

  Customer Answer

  Date: 10/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 1st system is off/no way you can test system when it is not on. I am 85 years old/system was beeping all time. So I don't need this problem.  I called for help. and was told no one in my area. This is not good business. I am not only one getting bad services from this company. Will take legal action against this company.

  Sincerely,

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

  Business Response

  Date: 10/10/2023

  We can schedule services or you can execute the early cancellation clause in section 4 of the agreement.  Those are the only available options.

  Customer Answer

  Date: 10/10/2023

  
  
  Complaint: ********
  
  
  I am done with this... I called for services, not only one that called and was told, no one to services me in my area. So do whatever you want. You probably threw away call history. I know I call and was giving this information. Please do not contact me anymore about this. I will just tell new customer about your services.
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 10/11/2023

  Options have been provided to resolve the issue.  The company is not releasing this obligation.

• Initial Complaint

  Date:09/29/2023

  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 have been trying to cancel my service with Safe Home for the past two months. My contract states that I can request an early cancellation if I pay 90% of the remaining contract. I wrote a letter and mailed that out stating that I would like a statement with the amount that I owe. I contacted them after two weeks and they said I needed to email the letter so I emailed a cancellation letter as well. At first I was told that once they got the letter they would send me the information. I waited and waited and waited and still receive nothing. I contacted them again and they told me that they would need to send the information to billing and billing with contact me. Again I waited and nothing . And now I have been told that I cannot cancel. I even sent them a screenshot of the portion of my contract that says I can cancel early. I have decided to go with a security system that is local. I should not have to explain to them the reasons why I have decided to cancel. I have been and told to now reach out to customer complaints. I did that as well and all I was told is that they do not do buyouts and that that the ticket has been closed. After reading the tremendous amounts of complaints and reviews with this company, I don’t understand how they can still be open. I am now paying for two security systems, and their equipment is not even in my home as of now. I’m trying to do the right thing and asking them to send me the amount that I owe to get it canceled. They will not be losing out on any money from me. They are the most difficult company I’ve ever dealt with.

  Business Response

  Date: 10/10/2023

  An invoice has been sent to you.  Contact Lezlene at ###-###-#### if you have further questions.

  Customer Answer

  Date: 10/10/2023

  
  
  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,
  
  
  
  Estella Hernandez

• Initial Complaint

  Date:09/29/2023

  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.

  My mother, ******* ******, who is almost 80 years old, decided to get *** home monitoring on 8/7/2023. She looked at her contract with SAFE HOME SECURITY which was for 36 months and should have ended on 6/2019. After calling them, they told us that she had a new contract electronically signed in 2020 FOR 66 MONTHS! She does not have any knowledge of this contract and there is no record of it in her sent/received emails. They did email a contract to me, but she has never seen this document and I questioned her ability to be able to electronically sign this contract. The representative on the phone said someone probably came out with an IPAD and got her signature. My mother also denies this as this was in the middle of COVID. Once I spoke with them, they told me that there was no way for her to get out of her contract and was no pay out option. After several calls to Safe Home Security, I have gotten no reasonable response and they were not even aware of the first signed contract from 2016

  Business Response

  Date: 10/04/2023

  THE CUSTOMER SIGNED AN AGREEEMNT IN 2020, AT WHICH TIME SHE ALSO PROVIDED HER BANKING INFORMATION FOR THE ELECTRONIC MONTHLY PAYMENTS. THE CUSTOMER AND DAUGHTER WERE BOTH SPOKEN TO ON SEPTEMBER 7 REGARDING *** COMMITTING  TOURTOURS INTERFERENCE. THE CUSTOMER, SIGNED AN AGREEEMNT TO RETURN TO SAFE HOME SECURITY,  ON SEPTMEBER 22, 2023, THE DAY THIS COMPLAINT WAS FILED. 

• Initial Complaint

  Date:09/26/2023

  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.

  No service from Safe Home for batteries, replacement of cameras and emergency button (Never was told it was for only a year). Called and cancelled service on 8/2/2023, were told it was cancelled. Received another bill and called and was told we had to do it in writing. So faxed it and mailed it in writing and sent it in by email. Was called a and told was under a 60 month contract. That was never agreed too and knew nothing Called and talked to Princess, Emily and Kathryn at the business. Knew nothing of this contract, when a called was received was never told. Called the bank 8/3/2023 to stop auto draft.

  Business Response

  Date: 10/09/2023

  In response to BBB ID ******** The customer is disputing the validity of the agreement signed in May of 2023 however there is a call ( in accordance with Safe Home Securities rate and term procedure) that outlines the customer understanding their new contract signed this year. Should the customer want to further the cancellation of the account there is a contract pay off of $3919.44. An invoice reflecting this can be mailed to the client.

• Initial Complaint

  Date:09/25/2023

  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 contacted Safe Home Security in late May 2023 or early June to close my account at *** * ******* *** **** ****** ** *****. I had a three year agreement which began in June 2020, and since we were moving from ** **** I needed to end it.
  My first phone call I was told they would send me a form. I was busy with our moving and didn’t call back for a few weeks. Then the
  Person I spoke to laughed when I told him that the first person said he was sending me a form. This person told me they didn’t send forms and to email them. I did.
  I was then informed that I hadn’t cancelled before my 3 yrs were up and so was automatically reenrolled for another year. I explained about the former calls and asked for a review, also I explaining that I was moving to another state. They admitted that if I OWNED the property they had a way to end the enrollment, but not for a renter!
  
  Next call, after getting yet another bill was that their recordings of phone calls didn’t go back that far so they couldn’t verify that the first customer service person hadn’t helped me cancel.
  
  I asked if they were required to send notices about the automatic reenrollment. I never received any notice by mail or email before they reenrolled me. I did attempt to call before the end of my contract, but it is my word against theirs.
  
  I would like to get out of this. They are still sending me security notices for a property I don’t live in. If I don’t pay they will send it to collections.
  
  If there is way for someone who owns a property and moves there should be a way for a renter who moves to do the same.

  Business Response

  Date: 10/04/2023

  In response to BBB complaint ID ********, Safe Home Security has received the clients dispute about her account auto-renewing. At this time Safe Home Security is prepared to close this account with no further billing obligation so long as we are provided documentation that the clients lease agreement for this property was terminated or documentation supporting the sale of the home if it was sold.

• Initial Complaint

  Date:09/25/2023

  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.

  Recently we experienced a 2nd false alarm within 2 yrs with Safeguard America's alarm system. Most recent is the complaint reason. On 9/22/23 service tech was to come & check system due to a false alarm that occurred a couple of weeks earlier. He was to arrive between 1 & 5 pm, At 4:50 pm I called tech & left message on cell asking if he was still coming, No response, At about 5:15 pm I called cust. svc. who checked with dispatch. Was advised tech had vehicle problems and was not coming; we were rescheduled for Oct. 20. No one called to tell us that tech was not coming nor check to see if we are available on Oct, 20. Total waste of 4 hours of our time. It will be approx. 2 months without the use of what is an unreliable system, but still paying for it.
  (Totally understand unforeseen situation with vehicle, but customers should be a priorlty. They keep the business alive. Clients should be advised of any/all scheduling changes as their schedules are just as important as those of the business.)
  Per phone conversations with cust. svc. & tech after 9/22 alarm, they felt it was the one & only motion detector in the home. There are no animals in the home, and there aren't any items on the walls or windows that would have caused a movement to set the motion detector off. It will cost $288 for service call/new detector as we don't have a service agreement.
  As to 2022 false alarm, Cust. Svc. couldn't identify cause, and when tech did physical check of system, he found nothing wrong with any of it. Yet we had another false alarm.
  SHS has no problem in making sure I pay their fees timely, but they provide sub-par cust. svc.
  Also, we fell victim to their fast talking/high pressure sales tactics, and are now stuck with them for 4 more years.
  As to this complaint, we should NOT have to pay for the service call & monitor (if is faulty). It appears they breached their part of contract in not rendering services we are paying for.

  Business Response

  Date: 09/30/2023

  In response to BBB ID ******** for ****** ******: A credit for the time that the client has been waiting for service has been applied to the account. The technician is scheduled to be at the location on October 20, 2023 between 1PM and 5PM, we will waive the cost of the technician going to the location. Should any sensors need to be replaced, the client would be responsible for the cost as there is no extended warranty on the account. Should the client have any questions, please call ###-###-####. 

  Customer Answer

  Date: 10/02/2023

  
  
  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:09/19/2023

  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.

  8/17/2023 CO detector needs to be replaced.
  8/17/2023 Savannah: will call back-NO CALL I left her a message still no call back.
  8/21/2023 Tory: Dispatch is trying to find a tech. I should receive a call on 8/21 or 8/22-NO CALL
  8/29/2023 Chilea: Tech difficulties. Only one tech servicing my area. In que and was put in on 8/24. Checked with manager. Case has been escalated and is now being worked on. Someone will call by the close of business on 8/24-NO CALL
  8/30/2023 Tuesday: Called dispatch and unable to reach them. Will email them. Will receive a call by 6:00pm on 8/29.
  Jenny: called from dispatch on 8/29. Need to find a tech but don't know when that will be. On 8/30 asked if I was willing to have a CO detector sent. Will continue to see if a tech can be found.
  9/7 Julio: Tech (Junior) will call on 9/7 or 9/8-NO CALL Reach out to Junior if no call from him-NO CALL I called as was instructed if I received no call. The message was that the number that was given was not in service on 9/8 and 9/11.
  9/11/.2023 Julio: (through 800# and coincidence) Had received detector? Yes I had. Checking with dispatch to see what is going on. Tech (Junior) will call with an appointment-NO CALL Junior stated that he will get me a month credit.?
  9/13/2023 Shea: Checked with dispatch who is reaching out to Junior. They will reach out to me-NO CALL Shea will also call back-NO CALL She stated that she would contact dispatch management.
  9/18/2023 Jeremy: (I called dispatch directly.) Don't have any techs right now.

  Business Response

  Date: 09/27/2023

  In response to BBB ID ******** for ***** *******: Safe Home Security Dispatch representative Jenny M********* contacted the client on September 20th to confirm a service appointment for September 27th between 1PM and 5PM. The client confirmed the service appointment. Safe Home Security technician, Nathan W******** will call the client prior to arriving to confirm they are at the location. 

  Customer Answer

  Date: 09/28/2023

  
  
  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:09/19/2023

  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.

  My smoke detector alarmed on 7/14/2023 although I told them it was a hardwired system they persisted that the battery needed to be changed. I had a handyman check the detector and he confirmed it was hardwired., he dd reset the alarm. At 4:00 am the alarm that the chirping started again. I contacted them to reiterate that it was indeed hardwired and stated I was told that I could have an appointment for 7/18 upon which I was told that date was taken & I would need to call back during business hours to schedule an appointment.i contacted them numerous times which I have notes regarding my conversations. Despite contacting them & having appointments scheduled only to have them cancelled and my request for my contract to cancel falling on deaf ears. I contacted the customer complaint service & emailed them my intent to sever my contract they informed me that beI ha a long-term contract I couldn't buy out the contract. I informed them that the contract should be null and void for lack of responsiveness to resolve fixing my alarm - the alarm continuously chirped every 2 minutes 24/7. When I finally was able to speak with a manager of the service department I was told that she would put it on silence. She was the only person that offered that option I believe that was on 8/21/2023. The alarm was finally fixed on 8/24/2023. Of note I was informed earlier on that they only had 1 technician that was available and he serviced ************ ***** ******* *** ********** ************* *** *** ****. Later they stated they don't service *** ****. After 8/24/2023 I advised them that I still wanted to to sever all ties with them for their breaking the contact relative to unreasonableness in fixing my alarm and that I felt approximately 6 weeks to resolve my alarm chirping was unreasonable and was s breach of contract. I was told via email that the were closing the ticket but did not sever ties. I have since terminated my autopsy and payment of quarterly to monthly until my contract can be closed.

  Business Response

  Date: 09/29/2023

  In Response to BBB ID ******** for ***** *******: The accounts cancellation has been requested, please allow up to 30 days for the cancellation to finalize. 

  Customer Answer

  Date: 10/02/2023

  
  
  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:09/18/2023

  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.

  Account ****** I moved from my condo to a retirement community and tried to cancel my service. They told me my contract wasn't up until 2025 (apparently the contract automatically renewed) They had me furnish a deed proving I sold the condo and a letter from the retirement community stating I was a resident and didn't need the security coverage. I have been trying to get this settled June 2023 but the employee I was working with quit but I wasn't informed and no one else contacted me. After many efforts to talk to someone I finally talked to Griselle Marin in August who called after she receive the above items (deed and letter) and said they couldn't make an exception to waive the buy out fee and I need to sign the buyout invoice and pay $879.78. In the meantime they are still withdrawing my monthly fee from my checking account. I did some research and found this company paid a $6.5million dollar class action suit to settle allegations that it "deceptively trapped" consumers into long-term automatically renewing contracts (which is exactly what happened to me) I don't want to sue them -- I only want to cancel the contract and have them waive the buy out fee. Also have them refund the amounts they have withdrawn from my checking account since 7-1-23.
  They originally told me the only way I wouldn't have to pay the buy out fee is if the new owner of the condo picked up the contract (she's a young teacher and she didn't want it) or if I die!

  Business Response

  Date: 09/18/2023

  The account has been cancelled, with no further financial obligation, per the customers request. 

  Customer Answer

  Date: 09/19/2023

  
  
  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:09/18/2023

  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.

  We canceled our security contract with this company by sending them an email on 6/2/2023, requesting retroactive cancellation effective 5/31, also requested they release the communicator, per the instruction of the phone rep in May 2023. The representative stated they would do so upon receiving the email. Followed up with Alicia M******** on 9/8/2023 after noticing none of the above was done and a new bill was produced. She stated the rep gave the wrong email and to forward her the original cancellation email. Stated that the account was in good standing, and she would have her supervisor review, cancel the account, zero the account balance and release the communicator. I have not heard from her and have sent a followup email and called as well (*****).

  Business Response

  Date: 09/18/2023

  The account has been cancelled, with no past due balance due or further financial obligation, per the customers request, 

  Business Response

  Date: 09/18/2023

  The account has been cancelled, with no past due balance due or further financial obligation, per the customers request,