Complaints

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

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

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

• 

  Safeguard America

  1430 W 6720 S West Jordan, UT 84084-2535

• 

  Safeguard America

  941 Moosic Rd Old Forge, PA 18518-2034

• 

  Safeguard America

  6019 S Lindbergh Blvd Saint Louis, MO 63123-7018

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **Dispute: Unauthorized Credit Account Transfer by Safe Home Security**
  
  I am filing this dispute to address a critical issue with Safe Home Security. They transferred Customer ID ****** to my name without my consent. Despite multiple attempts to resolve this issue through verbal communications with Safe Home Security and the account owner, the company has not made a genuine effort to acknowledge or address the problem.
  
  I have also received communication from the original account owner, who provided information indicating that Safe Home Security committed to resolving this issue. However, Safe Home Security has failed to take any meaningful action as promised.
  
  This unauthorized transfer has negatively impacted my credit profile, damaging my credit score. The company's continued inaction has caused significant inconvenience and distress.
  
  I am requesting Safe Home Security to:
  1. Provide a formal acknowledgment of the unauthorized transfer.
  2. Remove any negative credit reports related to this account.
  3. Restore my credit profile to its correct state.
  4. Reassign the account to its original holder and ensure the issue is promptly addressed by the appropriate individual.
  
  This matter requires urgent attention, and I need this dispute documented to present to creditors as evidence and assist in resolving the issue. I am deeply concerned about the mishandling and lack of effective resolution.

  Business Response

  Date: 08/20/2024

  The agreement was electronically signed from the same email this complaint was submitted from.  The name has been the same since installation in 2018.  It appears as a text was supplied there seems to be an issue between mother and daughter over the responsibility of this obligation.  The Company is not inclined to change anything at this point.  Please contact us to discuss the options available.

• Initial Complaint

  Date:08/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received bills from Safe Home Security and I don't recall signing a contract. I requested a copy of the signed contract to no avail. On March 15. 2023 I wanted to cancel the contract and pay the cancellation fee and get completely out of the contract. I was told I'm under a 5 year contract and can not cancel. I'm a disable senior and can't afford these late fees and monthly payments for something that is no longer operational. I need a copy of the original contract with my signature to determine the policies relevant to cancellation of a contract. I'm unable to provide any details about this account other than a customer ID # - ******. I need assistance in obtaining a copy of this contract!

  Business Response

  Date: 08/20/2024

  It was mailed out on 8/16.  Ryan from our collection department will be in touch also to explore your options.

  Customer Answer

  Date: 09/09/2024

  Originally I had requested a copy of the contract with my sister's signature because she was unable to obtain a copy upon request.  After you submitted my request to Safe Home Security LLC we received a copy of the contract.  I was ill and did not have the opportunity to provide an update.  I would like for you to let the company know the contract doesn't reflect my sister's signature so they can provide you information relevant to the next steps they plan to take in an effort to bring closure to this case,  Once that information is provided I can determine what our next steps should be,  If you need additional information please let me know,   

  Thanks,

  ****** **** on behalf of ****** *******

  Business Response

  Date: 09/12/2024

  It's an electronic DocuSign.  It's not going to be her actual signature.  The contract stands and you may contact our collections department to make arrangements as you we have shared with you previously.

• Initial Complaint

  Date:08/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract with safe hime security that was somehow automatically renewed and I wish to cancel service. P

  Business Response

  Date: 08/23/2024

  In response to BBB complaint ********, Safe Home Security
  acknowledges receipt of your request to end service with our company.
  
  According to our records, *** ******* has been a loyal
  customer with us since 2019. On May 2, 2023, a representative called about the
  cellular unit not sending signals to our monitoring station,  after
  discussing issues with the cellular in his control panel not sending signals,
  *** ******* agreed to upgrade the unit with a 4G cellular unit at a rate of
  $41.99 for 60 months along with a service call that was executed on May 22,
  2023 .
  
  We did not hear from *** ******* again until July 23, 2024,
  when he contacted our team to request cancellation, stating that someone is
  always home and the system is rarely armed. This does not constitute enough
  reasoning on early cancellation of his agreement, which does not expire until
  May 1, 2028.
  
  *** *******’s account is currently in collections due to
  missed payments since April 19, 2024. At this time the clients account cannot
  be cancelled penalty free.
  
  Alyssa
  R*******
  Senior
  Account Manager
  Safe Home
  Security
  **** ****** ***
  *********** *** *****
  ************* *****
  *******************
  ***************************

• Initial Complaint

  Date:08/15/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had service with ****** security from 2019. In 2022 SHS came to our door and told us that ****** was no longer servicing our area and that they were taking over the service per ******. The fast talking rep went over the contract with us and said that everything would "pretty much" remain the same but with a lower price, $49.95 from $52.99. However at no time did point out that the contract term was for 60 months, 5 years! We never had that with ****** so we didn't check it, it was an annual renewal. 2nd, he told us that when they removed ******'s equipment they would take care of the cancellation of their service and the remaining term costs. And we believed them. That was a lie, but it took me over a year to realize the charges that were being paid on our auto payment with ****** were still being taken out. SO, for over 2 years we were paying BOTH COMPANIES! Over 24 payments of $50 (&49.95) $1,200, That's NOT ******' fault! That's SHS's doings.
  When my wife and I realized what SHS had done we tried to cancel the account and were told we would still have to pay the remaining balance of the 60 month contract about $800 added to $1,200! I refused, stating that we were never made aware that the contract was for 5 years. Their response was you should have read the contract better before signing it. I have since cancelled the service at the home but owe the balance. I also had to pay off the ****** account, @ $150 and cancelled IT! I spoke with my CU and we decided to do a stop payment and the fees to do that, on SHS since it was also on autopay, to stop any further money from coming out of our account, but also knowing that it would generate a response from SHS because they couldn't get their money. Didn't take long, got the letter yesterday. That's when I decided to contact BBB I then realized from the reviews that I was not the only one who had been prayed upon by SHS. Our SS income can't take a hit like this. Srs are so vulnerable, Over 247 complaints filed.

  Business Response

  Date: 08/27/2024

  In response to BBB complaint ********, Safe Home Security
  acknowledges receipt of your request to end service with our company.
  
  When Safe Home Security acquired responsibility for Mr.
  Matteson equipment from him previous provider ******. However there was no
  documentation or discussion indicating any outstanding balance owed to ******.
  Upon signing up with Safe Home Security, *** *******n entered into a 66-month
  agreement, with the first 6 months deferred, at a rate of $49.99 per month.
  
  Our records show that both written and verbal
  post-installation confirmations were completed, during which it was also noted
  that Safe Home Security's yard signs and stickers were delivered to him but not
  put up, as the ****** stickers were still displayed in his windows when went
  over the verbal post-installation.
  
  Based on the information and documentation available, there
  is no evidence to support the customer's claim regarding any unresolved issues
  at the time of the transition. Please note that *** ********** agreement
  remains active and is set to expire on December 18, 2026, as per the terms of
  the contract.
  
  Thank you for your attention to this matter.
  
  
  Alyssa
  R*******
  Senior
  Account Manager
  Safe Home
  Security
  **** ****** ***
  *********** *** *****
  ************* *****
  *******************
  ***************************

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Purchased Security Service For My Rental Property Through ******** ******** On 7/13/2018 Via 36 Month Contract Ending 7/12/2021 For 42.99 A Month. In 2019 I Noticed My Bill Went From 42.99 To 50.99. I Called The Security Company For An Explanation Of The Price Difference. The Call Taker Informed Me That The Company ******** ******** Was Shutdown And Is Originally Safe Home Security, New News To Me. Over The Phone They Could Not Explain Why They Increased The Amount They Said They Would Contact Me Back Explaining Why. I Immediately Stopped The Autopay From My Account And Disputed The Charge. I Was Never Contacted Back, I Made Several Calls To Them For An Explanation Because I Was Receiving Unpaid Bills To My Rental Address. Prior To Starting Service With Them I Inform Them Of My Mailing Address When I Signed The Contract. The Only Explanation For The Upcharge They Could Provide Was "Did I Requested An Insurance On The Devices They Provided" I Said "No". I Immediately Requested To End My Contract With Them And For Them To Come Pick Up There Equipment Since They Could Not Provide Me Why. They Did Not Come And Get There Equipment. On 2/6/2020 I Was Contacted Via Phone And By Email By Hadiya S***** Of An Outstanding Balance And Was Informed Of A 2nd Contract That Was Signed On 1/23/2019 I Told Hadiya I Did Not Sign A New Contract And Why Wasn't I Told This Information From When I Called In 2019, He Stated That I Should Of Been Told And I Agreed Stating That This Is Fraudulent And I Was Not Paying Anything And To Come Get There Equipment. On 9/22/22 I Was Contacted Again By Josephine B****** Stating An Outstanding Balance Of 1,599.75 And On 2/22/23 By Khalia F***** Of A Payout Of 1,773.62. On 8/9/2024 I Was Notified By ******* After Disputing, The Amount Is 3,075.00. Date Of 1st Delinquency 09/2023 Device Has Been Offline Since 11/14/22 Due To 2G/3G ****** And Never Updated To 4G/5G LTE

  Business Response

  Date: 08/22/2024

  
  In response to complaint# ********,
  
  The agreement for 42.99 was signed on 7/12/18 for a term of
  36 months. An additional agreement for the rate of 50.99 for 36 months. This
  agreement was signed by the same customer using the same email. We have also
  sent multiple messages for the ****** of the 3g radios and they went
  unanswered. This debt is valid and we will continue to further our collection
  efforts.
  
  Please contact the name and information below to discuss
  possible payment option or see if you qualify for our fresh start program
  
  Respectfully,
  
  Jevaun Phillips
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

  Customer Answer

  Date: 08/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This Company Did Not Answer The Full Message Entirely. Why Would I Sign An Agreement For $42.99 And Turn Around And Sign Another Agreement For $50.99 It Doesn't Make Any Sense. This Company Needs To Explain Why An Additional Agreement Was Signed And Show Proof That I Signed It. Also As Far As The ****** Of The 3g Radios Being Offline I Did Not Receive Any Communication From This Company Regarding This. What Communication Was Used To Explain This And Why Am I Being Charged For A Device That's Been Offline Since 11/14/22. Furthermore Why Did They Not Come And Pick Up There Equipment When Requested On 2/6/20.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 09/09/2024

  Please refer to our initial response, We have sent multiple messages for the ****** of the 3g radios and they went unanswered. This debt is valid and we will continue to further our collection efforts.
  
  Please contact the name and information below to discuss possible payment option or see if you qualify for our fresh start program
  
  Respectfully,
  
  Jevaun Phillips
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

  Customer Answer

  Date: 09/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Still Could Not Provide Information Needed Debt Is Not Valid This Company Is A Scam And I Will Be Consulting An Attorney 
  
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 09/19/2024

  The agreement mentioned in our previous response is attached. 

  This debt is valid and we will continue to further our collection efforts.
  
  Please contact the name and information below to discuss possible payment option or see if you qualify for our fresh start program
  
  Respectfully,
  
  Jevaun Phillips
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

• Initial Complaint

  Date:08/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Safe Home Security to end my services via telephone in August 2023 and was told I had to email them,also.I emailed them.I again contacted them by phone and they attempted to convince me not to end service.This has gone on for several years where I have tried to end services and they continued to draft my account.I blocked the draft this month and now they have reported a late payment.I was not pleased with their service and they kept coming up with an excuse for me to continue and drafted my account.My contract was for 5 years and I’ve been with them for over 10 years.They are charging for a months service with late charges and says I have to buy out my contract.

  Business Response

  Date: 08/13/2024

  In August 2023, Ms. ****** contacted us to inquire about
  canceling her service. During that conversation, one of our senior account
  managers offered her a lower rate and a free month of service as a retention
  offer, hoping to continue the partnership we've had since 2011. Ms. ******
  indicated she would consider the offer and get back to us; however, we did not receive
  any further communication from her until January 8, 2024, when we received her
  written cancellation request. A senior account manager attempted to reach out
  to Ms. ******, but there was no response to our attempts to gather more
  information about her decision.
  
  It's important to note that Ms. ******’s system currently
  requires a cellular upgrade to maintain communication with our monitoring
  service. This upgrade is essential to ensure the continued effectiveness of her
  security system, particularly in emergency situations. We are fully prepared to
  service Ms. ******'s system, complete the necessary cellular upgrade, and
  potentially maintain her current monitoring rate. We would be happy to discuss
  the best way to move forward and address any other concerns Ms. ****** may
  have.
  
  Warm regards
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  
  *********** *** *****
  
  ************* *****

• Initial Complaint

  Date:08/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I canceled an account with this company in March. I was directed to send an email, and I did on 3/19/2024 and it would be canceled. my contract with them was up in May 2024 and they never canceled it and continue to charge my credit card. They will not help at all to get this solved at all. They were very unprofessional as if I owed them yelling at me on the phone.

  Business Response

  Date: 08/13/2024

  In response to BBB complaint 22098984, Safe Home Security
  acknowledges receipt of your request to cancel your account.
  
  We have received your cancellation request dated August 8,
  2024. However, we have no record of receiving the cancellation request
  mentioned from March 14, 2024. Please note that in your state, a verbal request
  is sufficient to initiate the cancellation process. Therefore we will be
  refunding you for the month  of April, May, June, July and August.
  
  Your account is currently in the process of being closed,
  and you can expect the cancellation to be finalized by the end of the month.
  
  Thank you for your time and attention to this matter.
  
  Warm regards,
  
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************
  

• Initial Complaint

  Date:08/01/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am wanting a final bill for the remaining months of my contract with safe home. I wish to cancel with them and am going with another service. I contacted them last month for this issue and was told I could not cancel. there is a spot in contract that states when cancelling I will be billed for remaining months in contract. after contacting safe home I was refused this request. I want a bill sent to me for the remaining amount of the contract.

  Business Response

  Date: 08/05/2024

  In response to BBB complaint ********, Safe Home Security
  acknowledges the receipt of Mr. **** *****' request to cancel his account due
  to his desire to employ another provider for home alarm monitoring services.
  
  Mr. ***** sent in a cancellation letter, and our Senior
  Account Managers have made several attempts to reach him without success. The
  purpose of these calls was to better understand why the client wishes to end
  his service with our company.
  
  In an effort to resolve this matter, Safe Home Security will
  be sending a buyout statement of $1,409.59 by mail, which will need to be paid
  to close the account. Additionally, we would appreciate it if Mr. ***** could
  provide us with the reason for his cancellation via your platform.
  
  Please **** this complaint as resolved upon receipt of this
  information.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************
  

  Customer Answer

  Date: 08/14/2024

  Final payment bill has been received. this can now be closed

• Initial Complaint

  Date:07/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September of 2023, I sold my property at **** * **** **. We completed an amendment for which the new owners were to take over the alarm system/contract that I had with ** ***** ******* (which is who I worked with for my contract and the amendment). A few months back I started to receive a bill from SHS, and they have been completely unhelpful and nor have they followed up with me or had the right department reach out to me. The new owners of the house are using the alarm system in my name still and somehow this allowed through this company as I have been not once called to change anything. I have been told that I would be follow-up with and then get told they are closing out my case. I have a legal document of this transfer and I contacted the person who I have always contacted about my security system and now being told that isn't allowed by SHS and they act like they don't know who ** ***** ******* is. I need to have this closed out and cancelled due to the sell of my house (my contract that I have does not have that I am in a contract with this company nor did I sign a contract, the signature is not mine).

  Business Response

  Date: 08/01/2024

  We have reviewed this complaint and find no validity to it.  The client agreed to a 3 year term and rate and even had a quality control video agreeing to the terms.  If she wishes to cancel she needs to buyout the contract as stated in section 4 of the agreement.

• Initial Complaint

  Date:07/31/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeguard security set my alarm account up on 5/21/2019. I signed up for a 5 year contract with them that would end on 5/21/2024. I no longer needed the alarm so I canceled on July 5, 2024. Safehome or safeguard is trying to tell me they put me in another contract when I didn’t sign anything and plus they haven’t given me any new equipment or update. I just want to cancel the alarm I do not need it and I served my 5 year contract. Do what’s right and let me out of this fake contract scam you guys are using on me. Cancel now!

  Business Response

  Date: 08/05/2024

  In response to BBB complaint
  ********, Safe Home Security acknowledges the receipt of the client's request
  to cancel due to switching to a new security service.
  
  Just as outlined in the complaint
  the client initially signed a 60-month agreement with us on May 21, 2019, which
  was renewed in October of 2023, for $52.99 per month, extending the contract
  for another 60 months. This renewal was agreed upon and completed via email
  through DocuSign, using the email address ******************.
  
  On July 11, 2024, we received a
  hand written cancellation letter and then 2 days later our monitoring station
  begins receiving reports of the system failing to communicate. Amid the clients
  request to cancel we have become privy to the fact that the client installed
  ******.
  
  Please note that according to the
  terms of the renewal agreement, the contract is set to expire on October 12,
  2028. As such, there are two options available: We can take back control of our
  system and continue to provide the agreed-upon services or the client will be
  responsible to settle services at 90% and that  figure would be$ 2,384.55.
  
  To assist in finding a satisfactory
  resolution, Senior Account Manager, Milagros C******, has been assigned to your
  case. She will be reaching out to you shortly to discuss the situation and work
  towards a mutually acceptable solution.
  
  We va*** your business and are
  committed to ensuring your satisfaction.
  
  Thank you for your attention to
  this matter.
  
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************