Complaints

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

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

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

• 

  Safeguard America

  1430 W 6720 S West Jordan, UT 84084-2535

• 

  SafeGuard America

  2526 Mount Vernon Rd Atlanta, GA 30338-3049

• 

  Safeguard America

  2583 Countryside Blvd Apt 304 Clearwater, FL 33761-3526

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

• Initial Complaint

  Date:07/30/2024

  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 have a contract with Safe Home Security through 2028. We recently decided to sell the house where the alarm system resides in ******** **. When I called to move the security system to our new address in ***** ******* **, they said they don't service that area. I asked to cancel --which seems reasonable since they don't service my new area -- and they told me that moving the system is a courtesy -- that is, they don't have to do it and I'm out of luck. Further they said my options are: (1) pay them $3500 - $3200, now, to get out of the contract (I'm retired and on a fixed income, so I don't have this kind of money) or (2) receive NO security services and yet pay them the services fee of $67/month, through 2028. Knowledge of this policy was not disclosed at the time they set up the service. Previously, I had ***, and when I got a call from the initial Safe Home Security rep, he said he was from *** coming to update my equipment. I wasn't happy with *** either, so I let the transaction complete. Wondering if he thought that because I'm elderly, he could take advantage of me. In any case, I'd be happy to settle on some fair dollar amount, but the Safe Home Security rep refused.

  Business Response

  Date: 08/06/2024

  In response to BBB complaint
  ********, Safe Home Security acknowledges the receipt of the client's request
  to cancel due to relocating from her ***** ****** **** home.
  
  We are pleased to inform you that
  the client's business has been retained, and her new alarm system is scheduled
  for installation tomorrow, August 7th. The client has agreed to drop her
  complaint.
  
  Senior Account Manager, Natasha
  L**** has been assigned to the client’s case and will follow up until
  completion of the system relocation.
  
  Warm regards,
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************

  Customer Answer

  Date: 08/15/2024

  The situation was resolved last night and the new security system was installed. I'm no longer disappointed with the company. The technician they sent was very good. His name is Adam Br******. The person assigned to manage my case, Natasha L****, also provided excellent customer service. If the company hires more people like these folks it will be a great company. 

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have their security system plus a camera outside I was never told I had to have a warranty to have the camera worked on when I got the system put in my house now they're saying it's going to cost me $120 per hour minimum 2 hours work for somebody to come out and put the battery in my camera I am a disabled veteran they will not work with me they informed me that I am under contract till 2028

  Business Response

  Date: 08/06/2024

  In reference to complaint ID ********,

  We would like to inform you that Daniel G*****, Senior Account Executive at Safe Home Security, has been actively addressing the client's concerns. *** ****** proposed a service date of August 16th; however, he was subsequently informed that the client would not be available until after August 20th.

  We kindly request that the client contact *** ****** directly at their earliest convenience to arrange a suitable service date. *** ******'s contact details are provided below:

  Daniel G*****
  Security Advisor
  Phone: ************
  Email: *****************

  Thank you for your attention to this matter.

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible. I moved from my residence on July 19th. I had informed Safe home security of the move on 3 different occassions and spoke with the "scheduling" team who ensured me in late June, early July they would be there to remove the system from the old home, box it up, and then "schedule" again to hook back up in the new house. The cost was $200 once the new hookup took place and I was fine with that. However 2 days before the sale/close of my home I called again as no one had showed up to remove the system. I was told then they were having trouble finding someone to get to my location, but we're aware of my closing day and would be there before the 19th. We'll, that day came and went, by law I had to leave and the system remained in the old house. I called again to inform Safe home security and all the sudden, and after several phone calls no one knows anything and different offices are in different locations and they claim they have no proof of me calling. Of course they don't. Now, they want to hold me responsible for a system they neglected to move and still charge me monthly without anything in my new home. The most outrageous experience I have ever had. I informed them I want either a new system or be released from my contract. They won't do either. My next step is a lawyer out of sheer principal. I see previous lawsuits for practices in the past with this business and I can see why. I did loose my cool with a representative after telling me I'm on the hook for a problem I did not create. Unreal. Never again.

  Business Response

  Date: 08/09/2024

  In Response to BBB ID ********: We at Safe Home Security have been in review of the complaint submitted by **** ****** along with his account. Senor Account Executive Shane M**** has been in contact with the client regarding these matters. Upon speaking with the client, Mr. M**** offered that a system be installed in the new location, the offer was declined by the client. We have processed the accounts cancellation as requested. Please consider this matter resolved. 

• Initial Complaint

  Date:07/17/2024

  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 a guy come out to our old address ( we moved/ sold our house a month ago) about a year ago selling us door bell cameras. Unfortunately we had not been told we were signing a new contract for 5 years!!! But I have no way to prove that we didn’t know.
  We moved being forced to get a new system, going back and forth SEVERAL times with MANY people trying to get contract canceled because we don’t want system plus we can’t afford it! Adding in that it’s a constant run-around & problems with absolutely everything. After moving they wouldn’t even shut off our old system till we had new one installed in our new home & we had to pay a month bill for a house / system we no longer own - live in! New system was installed 5 days ago & old system is still on at old house plus they billed me for it after promising me they would credit me for one month. We also NO LONGER HAVE THE CAMERAS !!!
  We had a choice to take old system costing $250 or new system for $350 , we couldn’t get someone out to uninstall old so had to prepay for new!!! Crazy! We had to REBUY a system!!!!
  So disappointed in how a company can take advantage of so many people and get away with it. What is wrong with this country?!
  My husband is not well. We live on a fixed income!!
  
  Please help me resolve this problem.
  
  We no longer want this security system. We are hoping for our money back of $350 & $80 for the month we didn’t live at a house we sold. Plus a new bill they just took $76!!!
  Thank you for your help
  ******** ****

  Business Response

  Date: 07/18/2024

  The customers old account was cancelled on 6/17/2024. A new system was installed at the new house. This matter is considered resolve 

• Initial Complaint

  Date:07/17/2024

  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 a home security system from my builder, **** ********, in 2020, which came with a three-year contract. **** ******** sold my contract to Safe Home Security about a year later, which I was caught off guard by and did not understand was a possibility when I was sold the service. Safe Home Security routinely failed to call to verify false alarms, mishandled our billing, was abusive and incompetent with its customer service, and refused to let me out of the contract they had purchased from **** ********. I ultimately paid the reminder of the full contracted amount to terminate early ($245.94) and hire another provider. When SHS terminated its services, they failed to unencrypt devices I purchased and installed myself that were tied into the panel. These devices have now been rendered unusable as a result of SHS's failure and must be replaced at a cost of more than $650.

  Business Response

  Date: 07/23/2024

  Response to BBB ID ******** Submitted by ******* *****

  We at Safe Home Security have reviewed the complaint submitted by Mr. ******* *****, along with his account details. As indicated in the complaint, Mr. ***** is unable to use the ****** devices with his new alarm company.
  Please be advised that ****** devices are indeed interchangeable. However, they must be factory reset before they can be integrated into a new system. Regrettably, since Mr. *****'s account has been canceled, we are unable to perform this reset from our end. Thank you for your understanding. 

• Initial Complaint

  Date:07/17/2024

  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.

  Subject: Complaint Regarding Unauthorized Billing by Safe Home Security
  
  To Whom It May Concern,
  
  I am writing to file a formal complaint against Safe Home Security regarding unauthorized billing for services that I believed had been canceled in 2015. Despite my request for cancellation, I recently discovered through a review of my bank statements that I have been continuously charged for the security service over the past several years.
  
  In 2015, I explicitly requested the cancellation of my security service with Safe Home Security. At the time, I believed that the service had been successfully terminated, and I ceased using it. However, upon examining my bank statements recently, I was shocked to find that I have been billed monthly for this service without my consent or knowledge.
  
  This oversight has resulted in significant financial losses, as I have been paying for a service that I neither used nor wanted for approximately 8 years. This situation has caused me considerable distress and inconvenience, and I believe it is a clear case of unauthorized billing and poor customer service practices. They accepted my request only to tell me they did not 8 years later. This is an unethical business practice.
  
  I am seeking the assistance of the Better Business Bureau in resolving this matter. Specifically, I am requesting a full refund for all the charges incurred since 2015 for the unwanted service. Additionally, I expect Safe Home Security to formally acknowledge their error and ensure that no further unauthorized charges are made to my account.
  
  I have attached copies of my bank statements highlighting the unauthorized charges for your reference. I trust that the BBB will assist me in obtaining a fair and just resolution to this issue.
  
  Thank you for your attention to this matter. I look forward to your prompt response and assistance.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 07/24/2024

  In response to BBB complaint ********,

  Safe Home Security acknowledges receipt of the client's request to cancel. The complaint states that the client requested cancellation in 2015 and only recently realized that he is still being billed by us. Mr. ******* sent a cancellation letter in November 2018, indicating his intention to switch to ********** for a lower cost for alarm monitoring. However, the client's business was retained for a period of 60 months at $39.99 on November 29, 2018. In January 2022, the client was informed of a mandatory 3G to 4G conversion upgrade for his alarm system. The client agreed to a new 36-month contract to cover the cost of the upgrade, which increased his monthly rate by $3.00. This contract now expires in January 2025.

  At this time, the client is not eligible for cancellation, nor is he owed a refund. This case is being assigned to Senior Account Representative Rebecca P******, who will assist the customer with this process and address his concerns.

  Thank you for your time and attention to this matter.

  Princess B***

  Manager, Retention

  Safe Home Security

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

• Initial Complaint

  Date:07/16/2024

  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 have called and written to Safe Home Security to cancel my account due to lack of service various times. As of now I am not getting any monitoring service from Safe Home Security. I will pay the penalty fee under the contract, all I want is a final bill from this company, and end all relations with it . I hope the Better Business Bureau can help with this situation.

  Business Response

  Date: 07/22/2024

  In response to BBB complaint ********, Safe Home Security
  acknowledges the client's request to cancel.
  
  On April 3, 2024, Mr. ***** contacted our Customer Service
  Department and spoke with one of our representatives regarding a low system
  battery issue. A service appointment was scheduled for May 3, 2024. Mr. *****
  informed the representative that this date was acceptable as long as the
  service call was handled by a more senior, more experienced technician, due to
  an unsatisfactory experience in October 2021. The representative assured Mr.
  ***** that his request for a different technician would be escalated.
  
  Our dispatch team reached out to Mr. ***** seven days after
  the original service request to offer an earlier appointment with a different
  technician. However, Mr. ***** responded with "cancel me."
  
  Mr. ***** has been a valued customer since 2012, while it is
  unfortunate, we will honor the client's request to cancel. As per the
  agreement, the service will need to be settled at 100%, with a discount on the
  payoff only provided in the event of the client's passing or the sale of the
  home. The final amount due is $1,534.25, and the final bill will be mailed to
  the client.
  
  Princess Blue
  Manager, Retention
  
  Safe Home Security
  1125 Middle St.
  Middletown, CT. 06457
  (844)445-8360 x1184
  mailto:[email protected]
  www.safehomesecurityinc.com

• Initial Complaint

  Date:07/16/2024

  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 signed up for video monitoring services with Safe Home Security and paid for the equipment in full upfront to avoid being billed monthly for it. Installation was scheduled and a tech came out to start the install. He advised he would not be able to complete the install because he was missing something(s) he needed to do so. He advised he would go pick up what he needed and return the same day. Later that day he called and advised he had a family emergency and would not be able to return, that someone would call to reschedule the install. I was not contacted for a rescheduled install but began receiving invoices for the services. I contacted Safe Home Security to advise the equipment was never installed and I was still waiting for them to reschedule. The rep advised they use a third party company to do installs, that they were unaware that the install was not completed, and they would need to investigate what happened and call me back. I did not receive a call back as promised but continued to receive invoices. I called again and was told they had not received a response back from the installation company on what happened. They offered to send another rep out to install the equipment. By now I was no longer living at the residence so I declined and requested a refund for the equipment I paid for but never received. I was again told they would call me back. I did not receive a call back but now see that they have reported me to the credit bureau as in collections. They owe me money AND have caused me to lose points on my credit score. I have reached out to them again via online chat to try and get the next conversation in writing but did not get a response. I want a refund and the collections report error to be removed immediately.

  Business Response

  Date: 07/22/2024

  In response to the BBB complaint # ********

  
  The client has claimed the install was never completed and
  there is notes indicating that the Install was completed. an offer was made to
  have another
  Tech complete the install but the customer moved. we are
  willing to extend our fresh start program which allows us to waive the balance
  and set the system up in the new location ensuring 100% functionality along
  with all the equipment promised.
  
  Please reach out to the name and number below to discuss
  further details.
  
  
  Respectfully,
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

  Customer Answer

  Date: 07/22/2024

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

  This is the first time Safe Home is communicating they're notes indicate installation was complete. Until now I was told they were not able to confirm. The truth in fact is that the install never happened. I should not be billed for something I never received. I paid up front for equipment I never got. I was scammed. It is furthermore unreasonable and insulting for me to be forced into continuing to trust them as a service provider after all of this. The products and services were never delivered, therfore the agreement is null and void. Please point out in the contract where this resolution offer is acceptable and legal.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/31/2024

  Please refer to our previous response, our stance has not changed. 

• Initial Complaint

  Date:07/10/2024

  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 purchased my home that I live in over three years ago. At that time I signed up for an alarm system on my home through the builder. The builder monitored the alarm system for one year and then turned me over automatically to Safe Home Security for the remaining two years of my three year contract that I made with the builder to monitor my alarm system. My contract expired with Safe Home security on June 30, 2024. At that point, I thought I was done with them and I could shop for another alarm company. Safe Home security then automatically renewed my contract without any forewarning for another 12 months and then charged me for three months of that 12 month contract. They acknowledge to me that they do not forewarn anybody about any contract being automatically renewed. I never even signed a contract with them. I was transferred to them after a year with my builders alarm monitoring company. They refused to let me out of the contract and are holding me to it. I would like to be out of the contract and have my quarterly payment refunded back to me due to no acknowledgment of an automatic renewal.

  Business Response

  Date: 07/15/2024

  In response to BBB complaint ID ********, Safe Home Security
  acknowledges the client's request to cancel due to potentially wanting to
  employ another security provider.
  
  Safe Home Security acquired the alarm monitoring agreements
  for 10,000 **** ******** clients. As part of this acquisition, we are obligated
  to uphold the terms of their agreements. The client's service began in June
  2021 for a term of 36 months. Section 1, Subsection B of the agreement outlines
  the client's responsibility to provide written notice of cancellation 30 days
  prior to the expiration date of the agreement. Unfortunately, the client's
  request to cancel came 13 days after the account renewal.
  
  It is worth noting that the client was called on April 23,
  2023, August 14, 2023, and July 11, 2023, to renew their service. Each time,
  the client stated they wanted to “hold off” on renewal. There is no
  documentation of the client wanting to cancel during those calls.
  
  In closing, we are committed to resolving this matter with
  you and hope to retain your business. Our Senior Retention Manager, Rebecca
  P******, will be reaching out to you shortly to discuss your concerns and work
  towards a solution. We appreciate your patience and look forward to addressing
  this matter promptly.
  
  Thank you for your understanding and cooperation.
  
  Warms regards,
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************

  Customer Answer

  Date: 07/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had no intention of securing another provider. I don't want any alarm service at all. My complaint rests with the fact that it is a standard business practice of Safeguard America to not notify the client that there is an automatic renewal built into an agreement which I never even made with them over three years ago. My agreement was with **** ********. They left me a few messages regarding renewing with them and since I had no intention of renewing with them I chose not to call them back thinking that my three year contract which I made with **** ******** was going to come to an end on June 30 2024. There was not a single notice in the mail or email or message left on voicemail saying that the contract would AUTO RENEW if I do nothing about it. I would've dropped everything to make sure it was cancelled way ahead of time had I received that info from them. Any company that has to use strong arm tactics to force people into contracts they don't want to be in is not legit. Why didn't they forewarn me or anybody else of this? Because they would have a bunch of cancellations if they did. That's why! I would like to be let out of this contract that I never signed up for. I signed up for a three year contract not a four year one. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 07/31/2024

  In response to the client's
  rejection of my response for complaint ID ********, the claim that Safe Home
  Security's auto-renewal policy is "common practice" is incorrect. The
  auto-renewal is determined by the state in which the client resides, and
  ******, where the client lives, permits year-to-year renewals. Additionally,
  the automatic renewal was included in the original **** ******** contract,
  which was subsequently acquired by SHS.
  
  As stated in my previous
  response, our position remains unchanged. The client's service is active until
  June 2025. Moreover, the client's options for cancellation or renewal would
  have been clearly communicated if he had answered our calls, rather than
  assuming the contract would automatically terminate at the end of the
  three-year term.
  
  Please close this complaint as
  resolved.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************
  

• Initial Complaint

  Date:07/10/2024

  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’m moving away from my current address, so need to cancel the monitoring service provided by Safe Home Security (SHS). I have no contract with SHS because the service was transferred from ******** *** in 2013. From the beginning of the service, SHS customer service representative told us no contract was needed and we can cancel it anytime without any waiting or process time. I notified SHS to cancel its service on 7/5, and am willing to pay up to the end of the billing period, i.e. 7/18, but they said the process time is up to 60 days. SHS monitoring system in our house is wired and use the landline phone service. When my phone service is terminated, the monitoring system cannot function anymore. If the service is terminated, what is the reason SHS should keep charging me fee for?
  Thank you for your help!

  Business Response

  Date: 07/15/2024

  In response to BBB complaint ID ********, Safe Home Security in receipt of the clients request to cancel due to the sale of their home. We acknowledge your request to cancel your service and will process your cancellation request. Our Senior Retention Manager, Rebecca P******, will follow up with you shortly to discuss your request and provide options in regard to service at your new home. We appreciate your business for the last 11 years and your patience with the cancellation process. Please close this complaint as resolved.