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:06/12/2023

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Elliot the representative coached me as to what to say when the recording was being played. At one point, I had to start over because Elliot said I should agree with one of the questions being asked.

  The representatives coach you as you’re listening to the video.

  
  
  
  Sincerely,
  
  
  
  ****** *******

  lled Safe Home several times to get out of the contract. I called again on 6/5/2023 to talk w/Ruth who stated that she would have a manager to speak with me but she couldn't locate a manager. Ruth then said that she will call me back later that evening/the next day. Ruth did not call. I made another call 2:07pm today (6/9/23) to speak w/Ruth. Ruth stated she would get a manager for me. I was placed on hold multiple times. Ruth then had a person by the name of "Maleah" get on the call to say that I already spoke to a Manager & Supervisor on 6/5/23. I informed "Maleah" that this was not true & "Maleah" became rude/disrespectful saying that she'll get a manager to speak w/me. This situation was also deceitful because Ruth said that "Maleah" was a manager. I asked for the title of "Maleah" and she stated that she is a Representative from the Buyout Dept. All I want is to be released from this deceitful contract with Safe Home Security. They can keep the $74.99 paid 5/17/23. Thank you.

  Business Response

  Date: 06/16/2023

  ********* ** *****
  ********** ************ ****** *******
  **** ****** ******* ********
  **** *** *****
  My name is Brandon, and I am the Customer Experience Manager for Safe Home Security. On behalf of Safe
  Home, I would like to express my gratitude to your office for allowing us to review and respond to the abovereferenced complaint. I will now present our company's position in the ensuing paragraphs of this response.
  We have carefully reviewed the complainant's account history with our office. When the complainant signed the
  agreement with our company, she participated in a mandatory Video and audio "Pre-call" and “Post-survey”, which
  is a recorded video survey where customers are asked a series of questions designed to ensure their understanding
  of the rights and obligations under their agreement. This survey is required for all customers to participate in and
  pass prior to the physical installation of their systems. This survey covers topics such as the terms of their
  agreement, financial obligations, and the need for a relationship between Safe Home Security and their previous
  security provider. It is concerning to hear that the complainant has a different understanding of her transaction with
  our company. To prevent such situations, we have implemented the previously described proactive measure of
  having all of our customers complete the pre-installation and post-installation surveys, both of which are recorded.
  To address the instant complaint, I have reviewed the content of the complainant's pre- and post-installation surveys
  to determine if the matters in dispute were clearly explained during the surveys. The issues raised by the
  complainant in her complaint include a claim that the representative who interacted with the complainant at her
  home informed her that he was a representative with *** performing an upgrade on her system: We have
  excerpted below the text of pertinent text from those survey questions which we believe are pertinent to this issue
  below:
  Question - “Do you understand that the initial term of your agreement is the number of months listed below?
  60
  Answer – The complainant Responded “Yes”
  Question - “The monthly monitoring rate is the amount listed, correct? $74.99
  Answer – The complainant Responded “Yes”
  Question – “Do you understand you may cancel the agreement for any reason within 3 days?”
  Answer – The complainant Responded “Yes”

  website: ******************* ** ************* ** *******
  
  Question – “Your first payment shown below is due at the time of installation, understood?” $74.99
  Answer – The complainant responded, “Yes”
  Question – “Did your representative make any promised not on your agreement or during this survey,
  like your financial responsibilities, the term, or the equipment you’re getting?”
  Answer – The complainant Responded “No”
  Question – “Do you currently have an alarm system installed in your home?”
  Answer – The complainant Responded “Yes”
  Question – “Are you currently using your alarm system for anything, like monitoring your home or
  automation services??”
  Answer – The complainant Responded “Yes”
  Question – What is the Name of your previous alarm company?
  Answer – The complainant Responded “***”
  Question – “For the next questions, I will call your previous alarm company “other”, You understand that
  your other alarm company is in no way affiliated with, partnering with merging, being purchased, or taken
  over by, nor is a sister company of Safe Home Security, right?”
  Answer – The complainant Responded “Yes, I understand”
  Question – “Safe Home and its representatives can not cancel your alarm agreement with your other alarm
  company. If you want to cancel it is your responsibility, right?”
  Answer – The complainant Responded “Yes, I understand”
  Question – “Did anyone from Safe Home Security state or imply to you that your other alarm company has
  or is going out of business or can’t provide service?”
  Answer – The complainant Responded “No such statements were made”
  Question – “Did anyone from Safe Home Security state or imply they are affiliated to the other alarm
  company in any way?”
  Answer – The complainant Responded “No they did not”
  Question – “What was the main reason you decided to switch alarm companies?”
  Answer – The complainant Responded “Better safety features”

  As you can see from the excerpted text from the surveys, the complainant acknowledged her understanding that
  our company was not affiliated with her previous alarm company. As such, we would respectfully contend that our
  office did clarify this matter during our surveys.
  In conclusion, our commitment at Safe Home Security is to provide the best possible customer experience.
  Through the use of our pre-installation and post-installation surveys, we make every effort to ensure our
  customers fully understand the terms and conditions of their agreement with us. The emphasis in this text
  is solely to reinforce the importance of this process. We aim not only to meet, but exceed industry
  standards in customer communication and understanding. It is always an option for our customers to ask
  questions and raise concerns during these surveys with our call center representative. Thank you for taking
  the time to review our response.
  If the complainant is receiving bills from two different alarm services, Safe Home Security would like to assist the
  complainant in this matter. To assist the Complainant, we require certain documentation to proceed. Specifically,
  we would request that the complainant provide us with an official copy of the final bill from the other alarm
  company indicating the total amount owed and a copy of the Complainant's agreement with the other alarm
  security company.
  Please note that according to the agreement as well as what was reiterated in the survey, the Complainant had
  three days to cancel the agreement for any reason. However, the request to cancel was made after the expiration
  of these three days. As a result, for this reason as well as the reasons already explained in this response, we are
  not willing to agree to prematurely cancel the complainant’s agreement without further monetary obligations at this
  time.
  Notwithstanding the fact that we are not willing to prematurely cancel the complainant’s agreement without further
  monetary obligation, we are able to offer the following alternatives:
  1. The Complainant may continue with her service with our company for the remaining agreement term.
  2. The Complainant may transfer the alarm system and service to another party; upon receipt of a newly
  signed agreement, Safe Home Security will release the Complainant from her obligations; or
  3. The Complainant may pay 90% of the remaining balance of her contract with our company, and upon
  receipt of payment, the Complainant's obligations under the agreement will be fulfilled.
  We thank you in advance for your anticipated review of this response.
  Very Truly Yours,
  Brandon W.
  Customer Expectation Manage

   

   

  Business Response

  Date: 06/30/2023

  We will be lowering the customers agreement from 60 months to 48 months. The customer has been sent a new agreement 

  Customer Answer

  Date: 07/03/2023

  
  
  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:06/08/2023

  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.

  I moved from ********** to ********. Before moving I contacted the company to have my security system deactivated and was informed that I would have to write a letter. I wrote the letter to the company and informed them of my wishes as I was told to do. They offered for the new homeowner to take over my contract. An agreement was not met because they tried to raise the price on the new owner after agreeing to keep the price the same. I was then told I would have to pay over $1600 to cancel my contract. My contract should have been up in October of this year. My granddaughter spoke to a representative about the situation, he explained to her that changes had been made to the account and that this added an extra 3 years to my contract. I made no changes to my account that I was aware of and also was never informed of the additional 3 years being added. I was also never given any paperwork stating this either. The new homeowners are using the equipment on my dime and I want my contract cancelled.

  Business Response

  Date: 06/20/2023

  In Response to BBB ID ********: We have reviewed the account regarding the matters stated in this complaint. Senior Account Executive, Jessica C****, has been reaching out to the new home owners to see if they are willing to assume the system. Should the new homeowners agree, the account will be cancelled with no early termination fee to you. Should the new homeowners decline, you would be responsible to the early termination. Once Ms. C**** heard back from the new homeowners, she will contact you. Should you have any questions for her, please call ###-###-####.

• Initial Complaint

  Date:06/07/2023

  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.

  Safe Home charged me a monthly fee on my system even though they were aware of the system not working properly. Safe Home admitted that they knew the system was faulty for over 6 month. I cancelled the service for not being given the service I signed up for. They have since put the alleged balance on my credit report. Even though service was not rendered.

  Business Response

  Date: 06/07/2023

  THE CONTRACT STATES IT IS THE RESPONSIBILITY OF THE CUSTOMER TO TEST THE SYSTEM. 22. TESTING OF EQUIPMENT "THE SYSTEM AND ALL COMPONENTS SHOULD BE TESTED BY THE CLIENT AT LEAST TWICE MONTHLY TO INSURE THE SYSTEM IS FUNCTIONING. IF THE CLIENT DISCOVERS MALFUNCTIONS HE SHOULD CONTACT THE COMPANY'S SERVICE DEPARTMENT FOR SERVICE.THE COMPANY ASSUMES NO LIABILITY FOR PERIODIC TESTING OF THE SYSTEM'. ADDITIONALLY, THE CUSTOMER HAD A FULL WARRANTY WHICH WOULD COVER PARTS AND LABOR.

   'I CANCELLED THE SERVICE FOR NOT BEING GIVEN THE SERVICE I SIGNED UP FOR' EARLY CANCELLATION WAS NOT AUTHORIZED. ANY AND ALL LATE PAYMENT REPORTED TO THE CREDIT BUREAUS WERE DONE SO CORRECTLY FOR NON PAYMENT 

• Initial Complaint

  Date:06/07/2023

  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.

  I had reached out to this company in January to have my services moved to a new home which I was told when purchasing that it would be done free of charge at anytime during my 5 year contract. They made me pay $200 to move it anyway after arguing with me and wanting me to sign a new contract for another 5 years. I had a third party ***** ***** come and move my system on Feb 16th and was told that I did not have a new chip that they required and that I had been paying for a system that was not in use since 1/6/23. ***** ***** moved my system but couldn't even set it up or test it and let Safe home know this. I also called and did not get anywhere. SHS then un beknownst to myself or ***** ***** sent the part but it never got to me. I wasn't even aware it was coming. They made me file a dispute with *** ****** which I did and they credited the dollar amount for my lost 4g bit and that was at the end of March. I still have had no resolution after several phone calls, told I would not be billed as services have not been in use and ***** ***** has given up on trying to schedule since the part has been promised 4 different times and has never been sent. I have called monthly and spoken with managers, on ein particular Brianna at ext. **** to no avail and often without call backs. Several have promised, I would not see another bill and yet now I am being told I am in collections. They have broken their contract with me by not providing a service for now 6 months and expect me to pay for a non-existent service and zero help to resolve. They are also charging me late fees, invoice fees, etc. This is absolutely absurd. I have perfect credit and paid up to the date that services were no longer in use and verified by them and ***** ***** who they contract through. I want all charges removed, guarantee this will not effect my credit as services have not and are not being provided and if possible want out of my contract as they have proven to no longer be a credible business.

  Business Response

  Date: 06/09/2023

  The account has been cancelled without further obligation.

• Initial Complaint

  Date:06/02/2023

  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.

  I called in March when it first started to beep. I checked my system and it showed disarmed. I called to report it and kept getting a recording that said they would call back. I waited days and no one called back. I called in April and still no call back.
  I called the company then a person answered and said (Dawn) that I had to pay $29.00 to send someone out to fix my machine which was absolute because they had changed the power on the towers from 3 to 4 & 5 without notifying me. My medical alert for my neck does not work. They told me it would cost me $289.00 to stop.

  Business Response

  Date: 06/19/2023

  In Response to BBB ID ******** for ******* *******; a refund for the $289 has been requested and can take up to 30 days to be finalized. Our dispatch team is working diligently for a service date, should the client wish to move forward with having the upgrade done. Should the client wish to move forward with the cancellation of the account, they would need to send in a letter requesting cancellation to ********************** 

  Business Response

  Date: 07/12/2023

  We will accept this letter as request to cancel, a member of our cancelation team will be reaching out to the client directly. 

• Initial Complaint

  Date:06/01/2023

  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.

  Equipment returned 11/1/2019 to company rep. Rep left threatening messages on phone; left equipment on front porch; witnessed rep pick up; I have called this company for over 2 years; the have continued billing me. The bill is $3,741.66. I do not have this equipment and do not intend to pay them I am retired and I cannot pay for something I don’t have.

  Business Response

  Date: 06/09/2023

  In Response to BBB ID ******** for ***** *****: Upon review of the account for Ms. *****, we have found that there was an agreement signed dated for August 8, 2019 for $74.99 on a 60 month term , a copy of the agreement and installation certificate have been attached for reference. Once the agreement is signed the client has 3 day to cancel without penalty. After the 3 day period has passed, the client is responsible for the term of the agreement. The clients states in their complaint that the sales representative took the equipment in 2019. However, we have no record of the system being removed and we were not informed by the client until March of 2022. At this time the client is responsible for the out standing balance on the account. 
  
  We have two options for the client. The first one being the amnesty program where the client will pay $2500 and the remaining balance will be waived with an updated agreement being signed at $74.99 for a 60 month term. 
  
  The other option is for the client to pay the full outstanding balance on the account and the early termination fee. The full buyout would be $4736.53 
  
  To set up a payment plan, please call ###-###-####.
  
  Thank you, 
  
  Deanna H********
  Manager, Collections & Dispute Resolutions
  Safe Home Security
  **** ****** ******
  *********** ** *****
  Phone: ###-###-####  x1782