Business Profile

Security System Monitors

Safeguard America

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

530 total complaints in the last 3 years.
51 complaints closed in the last 12 months.

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

Initial Complaint
Date:10/03/2022
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.
Account ******

I sold my previous home that was covered by SHS in June of this year and moved into my current address. I called and emailed SHS customer service to cancel my coverage there. I was told I would have to transfer the service or pay 90% of the cost of the contract through the end of 9/2024. I requested a copy of this contract with my wife’s signature to show our agreement, provided all necessary information on multiple occasions, and requested to cance the account. They have ignored all requests 1) for address change, 2) for copy of the contract, 3) for any further requested correspondence. I requested change of address 5 times, 1 with customer service directly, 2 per email, 2 on invoices forwarded from my prior address to my current by the post office and have again submitted info today. I would like assistance in resolving the matter, especially since I don’t own the house that SHS has continued to charge me for covering and maintained my access to the new home owner’s panel and to control their hvac settings (which I have not tampered with and of which they are aware). Thank you.
Business Response
Date: 10/14/2022
Tell us why here... In Response to BBB ID ********: Thank you for brining this to our attention. We at Safe Home Security are fully dedicated to working with Mr. *** to find an amicable solution. Customer Service Manager, Jacob D******* will be contacting Mr. *** directly to assist with this matter.
Business Response
Date: 10/19/2022
PLEASE REVIEW YOUR AGREEMENT WITH SHS THE EARLY CANCELLATION CLAUSE STATES 90% OF THE BALANCE IS DUE, WHICH INCLUDES HOME SALES.
Customer Answer
Date: 10/19/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that further discourse with this company’s representatives is futile. Thank you BBB for assisting in achieving this company’s acknowledgement of their need to finally respond to so many prior requests; an important step in severing the relationship. There are many reasons for their poor rating with this ‘amicable’ solution serving as another example of their customer service.

Sincerely,

******* ***
Initial Complaint
Date:09/29/2022
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.
my system has been down since early July. I cannot get them to come to fix it. They have taken money monthly on auto-pay every month even though I have called numerous times to get this system repaired. Today was the 4th time repair was scheduled and it was canceled mid-afternoon and rescheduled for another 2 weeks out. I do not believe they will fix the system in 2 weeks as they continually reschedule every appointment. At this point we would rather have them pick up the equipment and go away so we can get service from a company that actually can service the equipment and provide the service we pay for.
Business Response
Date: 10/04/2022
In Response to BBB ID ********: Thank you for bringing this to our attention. We at Safe Home Security are fully dedicated in servicing Ms. ******* ******* alarm system. I have reached out to the dispatch team and they have assured me that Safe Home Security technician, Ardis G*****, will be servicing Ms. ******* system on October 13th 2022. Ardis G***** will be calling ###-###-#### prior to arriving and the dispatch team will be calling on October 12th as a reminder of the service appointment.
Customer Answer
Date: 10/12/2022

Complaint: ********

I am rejecting this response because: it’s the 12th and no call to confirm! Tried calling to confirm and can’t get anyone to answer. Pretty sure this means no one is coming tomorrow just like the last 3 times!

Sincerely,

******* ******
Business Response
Date: 10/27/2022
please see last response.
Customer Answer
Date: 10/28/2022

Complaint: ********

I am rejecting this response because: while my doorbell now works I’m being told the company doesn’t warranty any equipment so if I want my cameras to work I need to spend $350 plus labor for new ones. Totally unacceptable. Additionally the doorbell only works when it decides it wants to. The equipment is subpar, cheap, and faulty and the business knows this and does not care.

Sincerely,

******* ******
Business Response
Date: 11/08/2022
Regarding: Complainant: ****** ******
Your Record Number: ********
Dear Ms. ****:
My name is Brandon, and I am the Customer Expectation Manager for Safe Home Security. On behalf of Safe
Home, I would like to thank you for allowing our office to review and respond to this complaint. I will provide you
with our company’s position in the ensuing paragraphs of this response.
We would respectfully defer to our previous responses to the complainant which clarify our position in this matter.
We respectfully do not see anything in the complainant’s most recent response that causes us to change our
position. We would like to once again reiterate that we did perform a brief system check on the complainant’s
system. This check revealed that all of the equipment installed in the complainant’s home had proper signaling, and
we could see no errors with the service. The complainant was informed there was nothing wrong with the system.
However, notwithstanding the brief system check results, our office representative offered to send a service
technician to the complainant’s home to double-check all signals and equipment. However, as we indicated in our
previous responses, our records indicate that the complainant refused this offer. After further review of the account,
it has come to our attention that the last time the alarm service was disarmed in the home was on June 19, 2022,
and it has not been armed since that date.
Although our office sees no interference regarding signaling and monitoring, our office is more than whiling to send
a service technician to the customer’s home and run a complete system check. We hope the complainant will
reconsider our offer to send a technician to her home. If the complainant elects not to permit a representative from
our company to visit her home with the purpose of inspecting the equipment, we regret that we are not willing to
approve the complainant’s requested relief of having her agreement canceled prematurely with no further monetary
obligation. In an abundance of caution, we wanted to again offer the following options:
1. The complainant may continue with her service for the duration of the agreement term.
2. The complainant may arrange for another party to take over the alarm system and service. Upon
receiving the new party's newly signed agreement, Safe Home Security will release the complainant of
her obligations.
3. The complainant may pay the reduced amount of ninety percent (90%) of the balance of her contract,
and upon receipt of this payment, the complainant’s contractual obligations shall be concluded.
Initial Complaint
Date:09/21/2022
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.
They are telling me that i have to pay them over $2000, this is a scam. I don’t owe them anything. I have held up my end of the contract by paying each month for my services over the last 5 years. I want this service cancelled with a $0 balance as it should be.
Business Response
Date: 09/28/2022
In Response to BBB ID ******** for **** ******: Thank you for bringing this matter to our attention.

Senior retention manager, Deanna H********, has reached out to Ms. ******. As a result of the conversation, Ms. ****** agreed to pay the early termination fee for her agreement. The quoted termination fee is $2937.09 and a copy of the invoice was sent to Ms. ******. Deanna will be following up with Ms. ****** during the cancellation process.

Should Ms. ****** need to contact Ms. Deanna, please call 1-800-833-3211 extension 1782.
Initial Complaint
Date:09/19/2022
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 169489

After having been a customer since 2011 I signed updated paperwork 2015 to cover maintenance and repair. I was told the system issue was a low battery and would cost me $80 for the battery alone (comes to find out I
could have bought for $3 on ******) if I didn't accept the new maintenance fee. In 2018 my contract expired and I called to lower my price or cancel my service. I tried to remove the maintenance fee and got roped into an entirely new 60 month contract. When I discussed options with Safe Home employee Esther H********, the only way I could remove the $10/month service fee was to sign a new full length contract. At this time I expressed in writing my request to cancel service which was denied because the contract AUTORENEWED and I was told I would have to pay 90% of remaining balance so I signed the updated contract.

Additionally,
In the previous contract April 2015 David Ragali wrote;
"You will have a completely upgraded wireless system with interactive services and about $1000 in equipment adds" NEVER RECEIVED THIS PRODUCT

I have since moved and do not have the system in use (for over a year) yet still paying until March 2023.
Business Response
Date: 09/20/2022
The account has been cancelled, per the customers request, with no further obligation due by either party.
Customer Answer
Date: 09/20/2022

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:09/19/2022
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.
Requested refund on two cameras returned two months ago, have not received the refund. The camera was returned to Safe Home Security as per *** tracking number.
Business Response
Date: 09/20/2022
A refund in the amount of $700.00 has been issued to the customers **** credit card, ############****. Authorization number ******.
Customer Answer
Date: 09/21/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I will still contact "Safe Home Security, Inc.", to cancel their monitoring service because of the inadequate service they have provided to this point. I expect them to waive any "early cancelation" fees based on the unsatisfactory service they have provided.
Sincerely,

******* ****** **
Initial Complaint
Date:09/16/2022
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.
This company is completely unreliable. I contacted them to discontinue the account when the house was unoccupied and listed for sale. I paid a final invoice and thought every thing was finished. Then here came another invoice. I called and was told there was still service. The company had removed the equipment and were no longer monitoring the residence. I have asked for copies of the paperwork they claim to have on a 66 month contract however nothing has been received. They continue to charge a monthly fee for nothing.
Business Response
Date: 09/19/2022
** **** ** *** ********
Ms. ******** ****** signed an agreement in November 2019 that is from November 2019 -December 2024. In the attachments, please find a copy of this agreement. In January 2022, we received a phone call from Ms. ****** stating that she moved out of her home. This is the first call we received about Ms. ****** moving and wanting to cancel her services. We have never received any indication of issues with this customer since installation in 2019. We have advised the customer and her daughter that in order to cancel this account Ms. ****** will be responsible for the terms of her agreement. There is $1986.63 remaining due on this agreement/account. Per the 90% early cancellation clause on the agreement, we will accept $1788.00 to close this account if paid by October 6, 2022. Please have our customer or her daughter contact our office directly to settle this account today. Thank you for your assistance!
Initial Complaint
Date:09/14/2022
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.
Signed up for Safe Home Security with a very high pressure salesperson, stating that there was no long term contract and that the equipment was free, that the monitoring was all we'd be paying for. After not receiving the equipment for a month and still being charged for the service, we called to cancel. They informed us that there was a five year contract and it would be over $2000 to buy out of it. We are on a fixed income so that was out of the question. All that's been installed is the monitor and the ring doorbell, we still hadn't received any cameras and even the installer said the company was in the wrong for not getting the equipment to us. We got the equipment about 2 months later but never called to have it installed. By that time we were fed up with the company and didn't want anything to do with them. We have been paying for a service monthly that we don't use. This company is a rip off and should be barred from senior communities.
Business Response
Date: 09/14/2022
The customer entered into 60 month primary agreement, in 2019. The equipment was installed at no up cost, with the understanding the contractual obligation would be honored, in full. The account is eligible for cancellation OCTOBER OF 2024.
Customer Answer
Date: 09/17/2022

Complaint: ********

I am rejecting this response because: that was the agreement that there would be no up charge. That isn’t the issue. Not getting the equipment to us and yet still charging us without any equipment. We couldn’t get any response from anyone until after the cancellation deadline was up. We haven’t even taken the equipment out of the boxes.

Sincerely,

***** ******
Business Response
Date: 09/19/2022
Please see our previous response, as we have nothing further to add or offer. The account will not be cancelled
Customer Answer
Date: 09/22/2022

Complaint: ********

I am rejecting this response because:this is the same kind of response we got trying to get the equipment to us and our account straight. Now we have you calling us but didn’t get to talk to anyone today. We haven’t used your equipment or monitoring service for around three years. We pay every month but it wasn’t until I saw the awful reviews and grade you received from the BBB that I wanted to try.

Sincerely,

***** ******
Business Response
Date: 09/23/2022
Please close this complaint, as we have nothing further to add or offer.
Initial Complaint
Date:09/13/2022
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.
These guys are terrible terrible terrible. I have been trying to buy out as I was moving houses and they stalled me for a while hoping to get another monthly charge out of me rather than the buyout (which would be 10% less than the full amount).

I finally got to do the buyout and they still charged me 35.99 (monthly charge) the following month. I had to call my bank to mark their charges as fraudulent (as they are charging me for a service they never rendered). The worst company ever, I would never use this company again...ever...
Business Response
Date: 09/13/2022
A refund of 35.99 has been issued. Please allow 7-10 days for receipt. We apologize for any inconvenience or misunderstanding.
Initial Complaint
Date:09/09/2022
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.
I am being charged for a 5 yr contract with this fraudulent company that I did not sign . My husband was e-mails this after I signed a three yr contract after a yr business went south they breeched didn’t provide adequate service left us without alarm system protection ( that is their business ) we’re told couldn’t cancel until 2020 so I waited and it kept happening kept getting alarm fails so I emailed them and called them they didn’t bother to send anyone or return calls for weeks so when my 3 yrs was up I stopped paying they took notice them now they say I owe them over 800.00 I say bill butter I never signed any piece of paper and they did not provide adequate service in fact from October to December I paid two alarm companies *** The absolutely wonderful best company in the world and this dumb company so I wouldn’t breech my agreement because our alarm failed again so we had enough got better service and decided to just pay both until one ran out who knew that Aliance home security would be so fraudulent they harass me daily but couldn’t be bothered to help a paying customer when her alarm wasn’t working Shame on them I’m so angry I’m so tired of it I just don’t know what else to do they just **** where are my rights as a consumer ?????
Thank you
Business Response
Date: 09/12/2022
To Whom It May Concern;
Ms. ****** ****** signed a 3 year agreement with an automatic renewal of 1 year after her initial primary term from December 2017. Please review under section 3 of the agreement where it states that the agreement shall continue to renewal on a yearly basis and that if a customer wishes to cancel they must send a written cancellation notice. We received Ms. ******** written cancellation notice on January 4, 2021 which is after the renewal date of December 2020. This means that Ms. ******** alarm agreement and account renewed until December 2021. Even though Ms. ****** is under a renewal period on her agreement, we will write off this account and close with no further obligations. Please mark this complaint as resolved and close it out. Thank you for your assistance!
Customer Answer
Date: 09/13/2022

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:09/08/2022
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.
They forged my name on a new contract which I never received for 5 more years, and when I had them send me a copy of the contract that was not my signature
Business Response
Date: 09/19/2022
In Response to BBB ID ******** - Thank you for bringing this to our attention. Safe Home Security is fully dedicated to resolving this matter with ***** *********. Customer Service Manager, Alicia M********, will be reaching out via phone to assist with this matter.

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Safeguard America is NOT a BBB Accredited Business.