We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Security System Monitors

Safeguard America

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

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

Find a Location

Safeguard America has 17 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/01/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      On July 15, 2022, I contacted Safe Home Security to close my account. I was currently not under contract and was month to month. I was instructed by the employee to email the address ************************************ and include my contact info, my account number, and why I was canceling. I did so immediately after hanging up.


      On August 31, 2022, I received a text from Safe Home Security stating that there was a current issue with my account and to please get in touch with the agency. I called right away. I was informed that I owed $137, and Safe Home Security did not cancel my account. After explaining that I sent the email six weeks ago, we discovered that the information was sent to the wrong email. Therefore, the account was still active. I was to resend the email to the correct email address and pay the $137. The agent told me they are very backlogged on emails, so it will take two weeks to receive a reply. I asked to speak with a manager. The agent told me they were currently helping other customers and one would contact me. I have not received a call back from management.

      I did what was requested of me by the representative on July 15. I have signed on with another company and have not used Safe Home Security’s services.

      Business Response

      Date: 09/01/2022

      The account has been cancelled with no further financial obligation to SHS. 

      Customer Answer

      Date: 09/02/2022



      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:09/01/2022

      Type:Order Issues
      Status:
      Answered
      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.
      90 year parents recently moved into a retirement facility and no longer need SFS. I have asked for a contract and have never received one but they continue to hound my parents who simply don't understand. Extremely poor customer service. Simply trying to get out of a contract that I am not sure exists.

      Business Response

      Date: 09/01/2022

      To Whom It May Concern;

      Mr. ****** ********** signed a 42 month agreement in 2020 from May 2020 through November 2023.  In the attachments, please find a copy of this agreement and the install certificate.  Both list the terms of the agreement.  We have a recorded pre and post installation confirmation call with the customer where they agree to all the terms and conditions.  If the customer has moved out of the property, per the agreement, they will be obligated to 90% of the stated terms.  Please see section 4 early cancellation clause on the agreement.  There is $1000.02 remaining due on this agreement (rate plus state tax times 21 months).  We are willing to settle this account for $738.00 if paid by September 23, 2022.  Once this settlement is paid, the alarm agreement will be satisfied and the account will be submitted for cancellation.  Please have Paul or ****** ********** contact our office to settle this account today at:  ###-###-####.  Thank you for your assistance with this matter! 

    • Initial Complaint

      Date:09/01/2022

      Type:Billing Issues
      Status:
      Answered
      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 to cancel my service. I was told I didn't have a contract but they still took payments from my checking account. I stopped payments and then received a bill for past months. I called and they said I had to send letter asking for termination. I sent letter and received a letter from them saying I had a contract until2026 I continue to receive bills.

      Business Response

      Date: 09/01/2022

      To Whom It May Concern;

      The Schmitz signed an alarm agreement in 2020 for 66 months from September 2020 through March 2026.  In the attachments, please find a copy of this agreement.  If this customer wishes to cancel their account, they are responsible to pay the terms of the agreement.  There is $1613.55 remaining due on this agreement.  Please have our customer contact our office to settle this account today. Thank you for your assistance!

    • Initial Complaint

      Date:08/30/2022

      Type:Order Issues
      Status:
      Answered
      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 switched over to this company after having trouble with my last security system. I was recommended Safe Home by a tech who came by my house. I was signed up contract this company. I was under the impression that Safe Home would handle any problems with my system. I left town after this, and realized my cameras were off. I get back and call Safe Home and they tell me that they can fix it but for $80! They tell me that I have to put in batteries myself if that's why it's not working, but the tutorial they gave didn't even match my camera. What was my contract for if not to keep my system in working order?

      After calling customer service, they agree to fix it for free. They gave me a date they'd fix it for me, had my neighbor waited for them on my behalf and they never even showed.

      Business Response

      Date: 09/08/2022

      In Response to BBB ID ******** for ******** *****.


      Safe Home Security's Dispatch Team Lead, Jen T********, reached out to the customers neighbor, *****, as instructed to do so by Ms. *****'s service work order. Upon calling Mr. ***** our dispatch representative was informed by him to contact Ms. ***** as he cannot wait all day for the technician. Safe Home Security is fully prepared to service Ms. *****'s system on September 14th, we need confirmation from the customer that someone will be there to meet the technician. The technician will call the number provided to Safe Home Security, by the customer, 30 to 60 minuets prior to arrival. 

      Samantha S*****
      Executive Assistant
      **** **** ********
      **** ****** ******
      ********** *** *****
      ************* ***** 

    • Initial Complaint

      Date:08/30/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      03/2021-05/2022 we been getting charged for a service we canceled less than 24 hours after we got it have all the paperwork here cancelation emails from them and bank statements also been calling them since June first every week and nothing always told we call you back that's it .We had the service from07/13/2020 till 07/13/2020 still getting billed with late charges every month but they can't get it out of our account any more.I hope you can help us with this we don't know what else to do but to report them thank you
      ****** ******

      Business Response

      Date: 09/06/2022

      Good afternoon,

      It has been confirmed with the representative that the system was removed on 7/20/20.  On 8/31/22 the account was cancelled on 8/31/22 and a refund of $749.85 has been submitted.  

      Customer Answer

      Date: 09/08/2022



      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:08/30/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      Re: Alarm Monitoring "Contract" with *** ***** **** ********* ("***") signed Feb. 26, 2018, effective by its terms on Sept. 28, 2018 (closing date on new home construction - Clause 1). Initial term 3 years, auto renewal terms one year, cancellation right with at least 30 days written notice prior to end of current term (Clause 1). *** transferred Contract to Safe Home Security "SHS" (aka Security Systems Inc. & Safeguard America) on Mar. 30, 2022, joint notice received from *** and SHS on that date. Transferring the Contract does not change any of its terms affecting cancellation.

      I gave verbal notice of Contract cancellation to SHS on Aug. 2, 2022 (T/C to Princess Blue, Manager, Retention), email notice of cancellation with signatures to SHS (Princess Blue and Customer Service) on Aug. 3, Aug. 8, Aug. 16, and Aug. 18, 2022, and by text messages exchanged on Aug. 18, 2022 (with Hannah of SHS, who reached out to try to renew me, and concluded in the text chain "OK your (sp) cancelled" ). In the Aug. 2 T/C with Princess Blue, she first claimed that Contract term extended to May 2023, then tried to correct herself and claimed it was Feb. 2023. The Contract and the Closing Date on the house explicitly define the current Contract term to extend only to Sept. 2022. My impression in the T/C was that Princess was attempting to take advantage. After repeated, failed attempts by email, and phone voice messages, to receive an acknowledgment of my bona fide cancellation, I backed it up by mailing an information hard copy to SHS, certified mail, return receipt requested, on Aug. 19, which arrived at SHS on Aug. 29 (confirmed by **** text). Coincidentally, on Aug. 29, I received a letter by regular US Mail from SHS, acknowledging my "recent" inquiry and now claiming that Contract extends until Oct. 4, 2023. Either SHS can't read a contract, or they are trying to take advantage. They've had too many chances to act in good faith, so, the latter is more likely.

      Business Response

      Date: 09/08/2022

      In response to BBB ID ********


      Hello,


      Our Retention Manager, Tonia Sawallich, has been in contact with Mr. **** to resolve this matter. We at Safe Home Security are fully dedicating to resolving this matter for Mr. ****. 

      Customer Answer

      Date: 09/10/2022



      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:08/29/2022

      Type:Order Issues
      Status:
      Resolved
      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.
      Paid my cancellation of service fee to get out of the contract but they still refuse to cancel my account with them. Have called multiple times and sent multiple email requests like they said I had to for canceling services and still have not got a response that my service with this shady company is done and over with. I just want to be done with this company and not get an automatic renewal for services I no longer need or want from This company. I have heard of them doing renewals for people that have cancelled services and auto signed them up for another extremely lone contact coasting them thousands of dollars. I just want to be done and this company out of my life forever. They are very rude and do not want to help people leave company. Want my services cancelled and account cancelled.

      Business Response

      Date: 08/29/2022

      The account has been satisfied and cancelled, with no further obligation to the other by either party.  

      Customer Answer

      Date: 08/30/2022



      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:08/29/2022

      Type:Billing Issues
      Status:
      Resolved
      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.
      Good Afternoon,

      I would like to file a complaint against Safe Home Security **** ****** ******* *********** ** *****. My alarm system stop working in June 2022. The company did not have a repair technician available to repair my service for 4 weeks. So, I elected to cancel my service with them. I was told to send in a cancelation letter/notice. I sent it in 3 times and spoke with a manager Steven K*****. He said he would give me credit for July and cancel my service and did not think it was fair to charge me for service that I was not receiving. I had my bank account charged for service on 8/17/22 ($41.95) after canceling. I called in an spoke to a Lynda Chapman, she attempted to blackmail me by explaining that she give me credit for the months I was without service. Only if I renewed with a new contract. I explained that I no longer wanted to deal with organization after waiting for a repair tech from June to August 25, 2022. She refused to credit my account and made me pay for service that did not work, She stated I have a technician available now. This seems unfair and unethical, I was a faithful customer since September 2016 and never was late or missed a payment. And she is trying to lock me into a new contract when they could not fix my service in a timely manner. Please see the letter below from the customer service manager Steven K***** at Safe Home Security stating the review of canceling my service and it was unfair to charge me for service, I was not receiving!

      Business Response

      Date: 09/08/2022

      Tell us why here.Hello Mr. ***, 


      I have received your cancellation request and will be closing your account with Safe Home Security today. 


      Please accept this helpdesk ticket as formal notice that Safe Home Security will discontinue billing and your account with us is settled in full. 




      Princess Blue
      Manager, Retention

      Safe Home Security
      **** ****** ***
      *********** *** *****
      ************* *****
      ************************************
      *****************************

      Customer Answer

      Date: 09/10/2022



      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:08/22/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Cancelled this service in October of 2019. They continue to bill even after sending mail and speaking with them on the phone. They are charging for a service they are not providing.

      Business Response

      Date: 08/24/2022

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


      Upon further review of Mr. ****** account, we have found that Safe Home Security did not receive a letter from Mr. ****** requesting the cancellation of service. For the cancellation of an account to be finalized at Safe Home Security, customers are required to send in a written or emailed letter requesting termination of service. As Safe Home Security did not receive the cancellation letter form Mr. Waples, the account is still active. Customer signed an agreement in 2016 for a 60 month term. As of August 24, 2022 Safe Home security does not have a cancellation letter from Mr. ****** and the balance due on the account is $1764.91. 


      We are more than willing to work out and amiable solution to better assist him regarding his concerns. 


      Samantha S*****
      Executive Assistant
      Safe Home Security
      **** ****** ******
      ********** *** *****
      ************* *****

    • Initial Complaint

      Date:08/18/2022

      Type:Order Issues
      Status:
      Answered
      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 my home on *** ******** ****** ** ****** ** to a family member home in Oct 2021. I called Safeguard America and told them I was moving and wanted to discontinue my service. I also wrote a letter with my final payment of 130.00 in Oct 2021 Then another letter and called in Dec. Here it is Aug 2022 and they are still charging me , turned in this info over to the credit B.

      I am at the in of my rope , and I am not sure how to cancel this. If calls, letters and emails do not work, I do not know what to do.

      Business Response

      Date: 08/18/2022

      The account has been cancelled, with no further financial obligation to SHS. A credit update has also been requested,

    Safeguard America is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.