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

Customer Complaints Summary

532 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.

Initial Complaint
Date:08/16/2022
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.
We moved into a new home in May 2022. I called Safe Home Security on June 6, 2022 to request that our security system be installed at the new address. On June 6, 2022, I paid $200.00 for the installation. I was told I would be receiving a call to set up the date/time of the installation. I did not receive a call for almost 2 weeks. During this time, I call multiple times to follow up and was told each time that I would receive a call with the installation date/ time and never did. I called again the week on June 20th, and was told that somebody would be at our house the evening of 6/23/22 to install the system. On 6/23/2022, a tech came to install the system. It took him several hours because the system needed to a new cell system to connect to the new house which was not in the work order. He reported that he was able to resolve the issue and the security system had successfully been installed. The following day, none of the apps connected to the security system would work. On 6/29/2022, I spoke to Josephine at Safe Home Security and reported that the security system was not working correctly, and she reported that it needs a new cell radio and that the new system was still connected to our old address, and if the system went off, the police would be dispatched to the previous address. Josephine reported that we would be reimbursed for June payment because the system was not working, and reported that we would get a call from a tech to correct the issue. We never received reimbursement or a call to correct the issue. Since that time, I have called at least 2x a week to try to resolve the issues. Every time I call, I am told that a supervisor will contact me about the reimbursement and a tech will "walk me through" how to fix the system but nobody has called me back. I had to cancel my debit card because I was continuing to be charged for a system that does not work, and for almost 2 months have been unable to get a call back/assistance to fix the security system.
Business Response
Date: 08/25/2022
****** ****** **** ****
***** ********
******* * ******
*** ********* * ********

Please be advised that the customer’s old account has been
closed and we are willing to adjust the billing on the existing account to
reflect the appropriate invoice.

Jevaun P*******
Corporate Director of Customer Service

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
Initial Complaint
Date:08/16/2022
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.
My name is ******** ****** and I do hold two accounts with Safe Home Security with below addresses1. **** ***** ***** *** ***** ** ***** monthly service of 39.99
2. **** ****** **** ****** *** ***** ** ***** monthly service fee 39.99
My accounts were originally with **** and since they were transferred to Safe Home security I have had nothing but billing issue after billing issue. I have made numerous phone calls on record with my last conversation being with Cecilia. I thought issues with my account were finally resolved as I haven't had issues for a few months.
It bothers me that I am again taking time out of my very busy day to address another correspondence by their reckless billing department. Invoice number *******. My bank account show that I am billed me up to date as follows (going back the last 3 months only):5/10 & 5/25-39.99 each time, 6/8 & 6/28-39.99 each time
7/8- 39.99, 7/26-40.99 ( The 40.99 is a change and I have not received a 60 day written notice of increase in amount according to my contract. (This was an issue for a long time where I was over billed upon transfer from ****. I have received another invoice for 39.99, also includes processing fee 3.00 and EFT return fee of 20.00 which needs to be addressed and taken out immediately.
I need the billing issues on my account resolved immediately and the above invoice retracted and the monthly amount reinstated according to the contract. Further I would like to be released from my contract if they can not resolve billing issues on their part.
Business Response
Date: 08/26/2022
******** ******
******
********** ********

SPOKE TO CUSTOMER, LOOKS LIKE SHE HAD ALREADY RECEIVED
AUGUST FREE FOR THE INCONVIENCE AND SHE HAS A $1 CREDIT FOR THE OVER CHARGE IN
JULY... CLEINT IS HAPPY AND ALL SET.

PLEASE CLOSE OUT THIS COMPLAINT AS RESOLVED.

Jevaun P*******
Corporate Director of Customer Service

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
Business Response
Date: 08/26/2022
******** ******
******
********** ********

SPOKE TO CUSTOMER, LOOKS LIKE SHE HAD ALREADY RECEIVED
AUGUST FREE FOR THE INCONVIENCE AND SHE HAS A $1 CREDIT FOR THE OVER CHARGE IN
JULY... CLEINT IS HAPPY AND ALL SET.

PLEASE CLOSE OUT THIS COMPLAINT AS RESOLVED.

Jevaun P*******
Corporate Director of Customer Service

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
Customer Answer
Date: 09/03/2022

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,

******** ******
Customer Answer
Date: 09/03/2022

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:08/11/2022
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.
An unsolicited salesperson from Safe Home Direct came to our home in April 2022 to sell us on a home security system. The salesman really spoke highly of their services and persuaded us to sign on with their company. In hindsight I should have waited and researched their company further as I now feel that we were targeted because my wife and I are elderly. We had reported multiple complaints from the beginning because the cameras never worked correctly. Each time I contacted the technician with the complaint of defected and non-working products, we were told they would come to the house to address it. They then always came up with excuses as to why their appointment with us had to be rescheduled and then they would never show up. I have had enough and emailed that I want out of my contract but they are saying that I must pay $1096.00 to terminate. The retention manager did not follow up with any of my grievances, only stated we had to legally pay. I do not think it is fair to have to pay for a service that has never worked properly! They feel they have us cornered because of "clause 4" in their contract but they will not acknowledge or resolve any of the existing issues we have had with their services. I can provide a copy of our email exchange that lists out the issues we have dealt with if needed. I just want out of my contract today without penalty. They have not provided us with any of the safety or security products that their business promotes. They have practiced what I consider shady business processes and and it has been quite distressing. Please advise us on how to move forward and break with this company. We are not asking for a refund for the last few months of delinquent services, only to terminate our contract so we may move forward with a reputable company.
Business Response
Date: 08/18/2022
********** ** ***

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

Safe Home Security Customer Service Manager, Aryn O*********, has been in contact with Mr. ***** to provide a resolution. She will continue to be in contact with Mr. ***** until this matter is resolved.
Initial Complaint
Date:08/10/2022
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.
On April 27, 2022, a young man came to my door. He said his name was Nick F****. He was representing a company named Safe Home Security. He had my name in his ****. He said that ****** was no longer going to monitor my **** system and it needed to be changed to SafeGuard America. I told him I couldn't make changes that my son set up the account and paid it. I called my son and they talked and agreed to upgrade the doorbell and upgrade the panel if there was to be no charges. I did make a one-time payment of $46.99 for the upgrades. He said there was no activation fee, installation fee or equipment fee. He made no mention of a new contract. He ask me to sign his **** for the upgrades. It wasn't until later that day he sent me an e-mail. In it was a contract with my signature for 66 months and a charge of $2,819.40. I printed out the contract and reviewed it. His name was not on the contract, but a forged name of Lea F****. This is a fraud/forged contract. I contacted SafeGuard America and they will not cancel the contract. I asked if they had an employee named Nick F****. They said no. I asked if they had an employee named Lea F**** and they said yes. She was not at my home. I immediately cancelled my debt card. This company has no financial information for payments. I feel this is a forged/fraud document. How can someone live with themselves when they do this to the elderly,
Business Response
Date: 08/29/2022
Regarding: Complainant: **** ****
Your Record Number: 17693049
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.
When the complainant entered into her agreement with our office, the complainant participated in what we refer to
as our “Pre- all” survey. This is a telephonic recorded survey during which customers are asked a series of
questions designed to ensure that they understand their rights and obligations under their agreements. All of our
customers must participate in and pass this survey before the physical installation of their systems takes place. It
should be noted that these surveys are performed by a representative from our call center and not by the sales
representative present for the transaction. Requiring the calls to take place with a representative from our call center
is intentional so that a person other than the sales representative may interact with the customer and may present
the customer with an opportunity to ask questions and/or express concerns to the representative from our call
center. The questions in our pre-call survey include but are not limited to the term of their agreement, their financial
obligations under the agreement, the lack of the relationship between Safe Home Security and their previous
security provider etc.
While it is always distressing to discover that a customer is claiming a disparate interpretation of the nature of their
transaction with our company, we do our best to take the requisite proactive measures to handle such a situation
when we encounter it. Our primary strategy for ensuring our customers are equipped with the important information
about their agreement is to require that all customers of Safe Home Security participate in both the aforementioned
pre-installation survey and a post-installation survey, both of which are recorded. I have taken the opportunity to
review the content of the complainant’s Pre and Post-installation surveys to determine whether the matters in
dispute were handled with clarity during this survey. The specific issue I am referring to is in regard to the
omplainant’s complaint regarding her allegation that she had been advised that her previous security service
provider, ****** would no longer be servicing her equipment that it had been switched to Safe Home Security. We
respectfully contend that this issue was properly addressed during the aforementioned survey. We have excerpted
some of the questions that are pertinent to this complaint as follows:

Question - “Do you understand that the initial term of the agreement is for 66 months?”
Answer – Complainant Responded “Yes”
Question - “Do you understand that your monthly rate during this initial term is $46.99, plus applicable
taxes, if any?”
Answer – Complainant Responded “Yes”
Question – “Do you understand you have three days in which you may cancel your agreement for any
reason or no reason at all?”
Answer - Complainant Responded “Yes”
Question – “I see that you have authorized your monthly payment of $46.99 to be drafted from your Credit
Card on the 15th. Is that correct?”
Answer - Complainant Responded “Yes”
Question – “I see that your representative has agreed to provide you with 6 deferred months of monitoring,
do you understand that during the deferred periods you will be paying the discounted rate of $4.99?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that you will need to pay for your first month of monitoring, but after the
first month your deferred months will start?”
Answer - Complainant Responded “Yes”
Question – “Has your representative made any promises that are not covered on your written agreement
or during this call?”
Answer - Complainant Responded “No”
Question – “Do you currently have an alarm system installed in your home?”
Answer - Complainant Responded “Yes”
Question – "Is your existing alarm system currently being monitored by another alarm
company”
Answer - Complainant Responded, “Yes”
Question – "Who is your current provider?”
Answer - Complainant Responded, “Brinks”
Disclosure read: I have a few follow-up questions regarding Brinks. For the remainder of my questions,
I will refer to ****** as the “OTHER” alarm company.

Question – “Do you understand that your other alarm company is in no way affiliated with,
partnering with merging, being purchased, or taken over by, nor is it a sister company of Safe
Home Security?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that if you are interested in canceling your agreement with
your other alarm company that such responsibility for cancellation lies exclusively with you?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that the six deferred months provided by your representative
are to assist you with your transition from your other alarm company over to Safe Home
Security?”
Answer - Complainant Responded “Yes”
Question – “Did anyone from Safe Home Security state or imply to you that your other alarm
company has or is going out of business?”
Answer - Complainant Responded “No”
Question – “Did anyone from Safe Home Security state or imply they are affiliated in any
manner with your other alarm company?”
Answer - Complainant Responded “No”
It was important to us to provide a detailed explanation to your office regarding the comprehensive efforts
we make to ensure that our customers clearly understand various aspects of their agreements with our
company. The bolding of this text is exclusively for emphasis. We have genuinely made an effort to
communicate this information to our customers. We invest a great deal of time and effort to create and
implement these surveys with our customers. Our strong contention is that we have not only made
reasonable efforts but have also exceeded our responsibilities in this area. It should be noted that
customers are always free to ask our call center representative questions during this survey.
The complainant indicated that the fact that the representative with whom she interacted at the time of the sales
transaction is not the same representative whose name appears on the signed agreement. We wanted to advise
your office that this is simply a ministerial matter. More specifically, the sales representative who interacted with the
complainant at the time of the sales transaction whose name is Nick F**** made a ministerial error. The process for
the representatives to sign agreements is electronic. Representatives select from a drop-down menu of individuals
and in this case, Nick unintentionally selected Leah F**** rather than himself, Nick F****. There was no negative
intention and this occurred as a result of a ministerial error. However, it should be noted that the agreement is
between the complainant and Safe Home Security and both Nick and Leah F**** are authorized representatives of
the company. In addition, the pertinent aspects of the agreement were extensively covered during the pre and postinstallation
surveys. The complainant’s agreement afforded her three days to cancel the agreement for any reason
or no reason at all. n the complainant’s case, the request to cancel was made substantially after the expiration of
these three days. We are respectfully not willing to agree to prematurely cancel the complainant’s agreement with
no further monetary obligations at this time. We believe that the transaction was performed fairly and equitably,
and, as such, cancellation is not merited in these circumstances.

While we are not able to approve the complainant’s requested relief, we can 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 their contract,
and upon receipt of this payment, the complainant’s contractual obligations shall be concluded.
The Complainant has expressed her concern that she is receiving bills from two (2) different alarm security
companies, one of which is Safe Home Security. We would like to try to assist the complainant with this matter.
However, to do so, we will need the Complainant to respond and provide the following requested documentation:
1. An official copy of the final bill from the other alarm company. This final bill must specify the amount
due to pay off all of the Complainant’s remaining monetary obligations under her agreement with the
other alarm company.
2. A copy of the Complainant’s Agreement with her other alarm security company.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:08/10/2022
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.
I am failing a compliant due to breach of contract against Safe home security. I have renewed my contract with Safe home security on 6/13/2022 with the promise of 3 months free of service and fee equipment updated of our panel from a 3G to 4G. Safe home has failed to provide us with assistance by sending a technician out to update our panel so that we can receive their services to have security coverage. As of today, we are still without service and have called numerous of times to get the services rendered. Calls was made 6/21/22, 6/24/22, 6/28/22, 7/1/22, 8/7/22 and 8/8/22 with the attempt to cancel on 8/8/22. I was told that it would be 60 days to cancel and still subject to charges. As a consumer I disagree with the terms of the contract being held against me due to them breaching that contract by not rendering services and need assistance with getting this company to cancel service immediately. My account number is ******.
Customer Answer
Date: 08/12/2022
Good day,

As of 08/11/2022 Safe homes security vendor Jennifer from ###-###-#### contacted Mr. ****** to schedule a technician out for services. I had asked the scheduling representative when was the request put in to have a technician out, and she stated two weeks ago. Mr. ****** rejected the technician due to already submitting the request to cancel service on 08/9/2022, I am reporting that this does not resolve the issue of canceling the request of safe homes security. The company has not made any further contact in regards to resolving the issue of the cancellation as requested, which is viewed as a breach of contract because no services has been received since the start of the contract.

***** ******

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

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

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

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

********* ** ***** * ****
Business Response
Date: 08/18/2022
** ******** ** *** ** ******** * ********* *** *********

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

We will credit the account for the time the customer had to
wait, in addition we would like an opportunity to service Mr. ****** with 7
business days or we will honor his request to cancel. Please contact Mr.
P******* at ************ **** **** or respond accepting the terms stated.

Jevaun P*******
Corporate Director of Customer Service

Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************
Customer Answer
Date: 08/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I find that this resolution to cancel the service is satisfactory to me and I decline the offer to service us in 7 days.

Sincerely,

***** ******
Customer Answer
Date: 08/29/2022

***** ****** request to reopen this complaint against Safe home. He called Mr. Jevaun P******* at ###-###-#### to request for the account to be canceled on 08/22/22 and today. He has not return our call and Safe home sent out a bill of 73.36 which is due 09/4/22. For this reason I request for the complaint to be reopen and for Safe home to cancel the account immediately. Please find the bill attached above, thank you.

***** ******
Business Response
Date: 09/08/2022
We apologize for the inconvenience that may have occurred due to you receiving the invoice. Please be assured that his Mr. ********* account with Safe Home Security has no balance due at this time and to please disregard that invoice as there is no payment due with the account being closed.
Initial Complaint
Date:08/09/2022
Type:Service or Repair 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 brought an alarm system with this company several years ago and the contract ended at the beginning of 2020. In March 2020, they called me to renew the contact and make it for 5 years. they promise to upgrade the system to 5G, however was the peek of Covid and they never sent anyone claiming that did not have anyone to do the job. at the end of that year I moved out of the house and tried to cancel the contract as the new place have an alarm and they refused to cancel it, and would not send anyone to upgrade the system. I stopped making the payments as the alarm was disconnected and eventually agreed to pay the months that I did not pay and they stated would send to fix the alarm after the account was up to date. I made a payment plan, which ended this year in March and called them to send the tech to fix the alarm in the house, when the tech was there stated that the 4G was not working and needed to be upgraded, which was promised two years earlier and I was paying for a service I was not getting. with the back and forth May came as they dod not have anyone to do services right away and they did not fix the alarm, stating that I needed a 3 year contract and at that time the contract had 33 months left to expire. they stopped taking the automatic payments from my bank account, which I never told them to stop taking and are reporting that I'm late in payments with the credit bureau. I had been consistently trying to reach them to fix the problem or to cancel the contract and they are refusing to service me or to cancel the contract, to which I'm paying almost 70.00 a month, for a service I haven't been getting. please help me solve this issue, thanks a lot
Business Response
Date: 08/11/2022
In response to BBB ID ******** - Thank you for brining this to our attention. Our Service Manager, Tonia S********, will be reaching out to ******* ******* to address and assist with their concerns.
Customer Answer
Date: 08/14/2022

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:08/09/2022
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.
I emailed ********************** on July 29th to request a cancelation/non-renewal of my contract per my phone call with customer service; I have two years left on my contract, and I have to notify the company at least 60 days prior to the end of the contract that I do not want to renew. I received an automatic email reply asking to fill out a form that came from the email address *****************************. I replied to this email address with all of the appropriate information requested, and requested a confirmation of receipt.

I emailed again Aug 3 requesting a confirmation of receipt, and I have still not received an email or phone confirmation that my email has been received. I have seen other people complain about this business "not receiving" the cancelation/non-renewal request, and I'm experiencing the same thing.

I want to be contacted by the business and have my request acknowledged.
Business Response
Date: 08/10/2022
The client is under agreement until 2024. If you wish to cancel early please see section 4 of the agreement with instructions on paying 90% of the remaining term due.
Customer Answer
Date: 08/10/2022

Complaint: ********

I am rejecting this response because:

I am not asking to cancel my contract.

I emailed the business requesting confirmation of receipt of my email to confirm to not renew in 2024; the business has not acknowledged my email and I want them to acknowledge receiving my email that I do not want to renew in 2024.

Sincerely,

******* ******
Business Response
Date: 08/11/2022
Cancellation request has been marked and entered. Contract will cease at the end of the expiration date in 2024.
Customer Answer
Date: 08/11/2022

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:08/09/2022
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.
On July 22, 2022 a young man by the name of Zachary F******* came to my house telling me that my current home security company, ******, was no longer going to be providing home security services in the *** ******* area & that his company, Security Systems/Safeguard America was the new designated provider for the ****** accounts. He told me that I needed to sign a cessation agreement for ******, which he said was just a formality so that the auto draft could be migrated over to them from ******. Apparently, according to ****, this whole thing is a common scam known as Slamming. Unfortunately I fell for it hook, line & sinker. I had no idea until I saw on August 8th that ****** was still charging me that something was wrong. I called ****** thinking that they were in the wrong, with which they notified me that everything Zachary told me was a lie & that not only was ****** NOT ceasing service here, but that I’m actually under a contract with them still for 5 years & that not Zachary, nor anyone else ever sent them a cessation letter. I signed a contract with Safeguard America thinking that I had to (because that is what he told me) otherwise I would no longer have a home service. Being elderly & widowed, safety is a priority, & apparently this scam frequently targets the elderly. I called my daughter to notify her of what Zachary said & he verbally repeated everything he told me, but unfortunately neither of us questioned it nor thought to record the verbal promises. I never got a chance to read any of the contract until afterwards because he had me do it all on an iPad. There was only a 3 day cancellation clause, & of course being that I didn’t know I was scammed until much later, I didn’t know to cancel it. I also never saw the page he had me sign where it releases him from any responsibility of being guilty of lying about everything because he had it zoomed in on the **** & just said Sign Here. Existing equipment was removed as wel, which actually belongs to ******
Business Response
Date: 08/12/2022
Regarding: Complainant: ***** ****
Your Record Number: ********
**** *** *****
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 wanted to let you know that we have analyzed the complainant’s account history with our office. When the
complainant entered into this agreement with our office, the complainant participated in what we refer to as our
Video and audio “Pre-call” survey. This is a Video recorded survey during which customers are asked a series of
questions designed to ensure that they understand their rights and obligations under their agreements. All of our
customers must participate in and pass this survey before the physical installation of their systems takes place. It
should be noted that these surveys are performed by a representative from our call center and not by the sales
representative present for the transaction. Requiring the calls to take place with a representative from our call center
is intentional so that a person other than the sales representative may interact with the customer and may present
the customer with an opportunity to ask questions and/or express concerns to the representative from our call
center. The questions in our pre-call survey include but are not limited to the terms of their agreement, their financial
obligations under the agreement, the lack of the relationship between Safe Home Security and their previous
security provider etc.
While it is always distressing to discover that a customer is claiming a disparate interpretation of the nature of their
transaction with our company, we do our best to take the requisite proactive measures to handle such a situation
when we encounter it. Our primary strategy for ensuring our customers are equipped with the important information
about their agreement is to require that all customers of Safe Home Security participate in both the aforementioned
pre-installation survey and a post-installation survey, both of which are recorded. I have taken the opportunity to
review the content of the complainant’s Pre and Post-installation surveys to determine whether the matters in
dispute were handled with clarity during this survey. Specifically, I am referring to the complainant’s claims regarding
the affiliation of Safe Home Security with her previous alarm security service provider, ******. Questions from the
survey related to this topic include but are not limited to the following:
Question - “Do you understand that the initial term of your agreement with Safe Home Security is the
number of months displayed on the screen? 66
Answer – Complainant Responded “Yes”
Question - “Do you understand that the monthly monitoring rate for the initial term of your Safe Home
Security Agreement is the monetary amount displayed on the screen? $54.99

Answer – Complainant Responded “Yes”
Question – “Do you understand you have three days in which you may cancel your agreement for any
reason or no reason at all?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that during your deferred period, you will only pay the discounted rate of
$4.99 per month?”
Answer – Complainant responded, “Yes”
Question – “Has your representative made any promises that are not covered on your written agreement
or during this call, including but not limited to your financial responsibilities, the term of the agreement or
the equipment you will be receiving?”
Answer - Complainant Responded “No”
Question – “Do you currently have an alarm system installed in your home?”
Answer - Complainant Responded “Yes”
Question – “Do you use your existing alarm system for any purpose, including but not limited to monitoring
your home, sending signals, automation services, or any other purpose?”
Answer – Complainant Responded “Yes”
Question - “What is the name of your previous alarm company?”
Answer – Complainant Responded, “******”
Disclosure read: For the remainder of my questions, I will refer to your previous alarm company as the “OTHER”
alarm company.
Question – “Do 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?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that the deferred months provided by your representative are to assist you
financially with you transition from your other alarm company to Safe Home Security?”
Answer - Complainant Responded “Yes”
** * **** ****** ** ***** ********** ** ***** * ** * *** * **** *** ***** **** ****** ********
************ ************************** ***************************
******* ******** ** ******* ** ********* *** **** ** ****** ** **** ****** ** ******** *** ************* ********* ********** **
******** ******** *********** ** ***** ** ******* ** ****** ******** ** ******** ************ ** ********* ** ******* **
********** ** ********** ** **** ** ******** ** ********** ** ******** ** ******** ** ******** ****** **** **********
****** ***** **** ******* ** ***** *** ************ ** ************ ** ******* ** *********** ** ******** ** ****** **
************ * ********* ********** ** *** ****** ** ******** ********** *** ************** ** **** ** ******** ** **** **
**************** ** *** ***** ********** ** ********* *** *********** **** *** ****** ******* ** ****** *************** ********
***** ******** ******************* ** ************* ** *******
Answer – Complainant Responded “Yes”
Question – “Do you understand you have three days in which you may cancel your agreement for any
reason or no reason at all?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that during your deferred period, you will only pay the discounted rate of
$4.99 per month?”
Answer – Complainant responded, “Yes”
Question – “Has your representative made any promises that are not covered on your written agreement
or during this call, including but not limited to your financial responsibilities, the term of the agreement or
the equipment you will be receiving?”
Answer - Complainant Responded “No”
Question – “Do you currently have an alarm system installed in your home?”
Answer - Complainant Responded “Yes”
Question – “Do you use your existing alarm system for any purpose, including but not limited to monitoring
your home, sending signals, automation services, or any other purpose?”
Answer – Complainant Responded “Yes”
Question - “What is the name of your previous alarm company?”
Answer – Complainant Responded, “******”
Disclosure read: For the remainder of my questions, I will refer to your previous alarm company as the “OTHER”
alarm company.
Question – “Do 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?”
Answer - Complainant Responded “Yes”
Question – “Do you understand that the deferred months provided by your representative are to assist you
financially with you transition from your other alarm company to Safe Home Security?”
Answer - Complainant Responded “Yes”
The Complainant has expressed her concern that she is receiving bills from two (2) different alarm security
companies, one of which is Safe Home Security. We would like to try to assist the complainant with this matter.
However, to do so, we will need the Complainant to respond and provide the following requested documentation:
1. An official copy of the final bill from the other alarm company. This final bill must specify the amount
due to pay off all of the Complainant’s remaining monetary obligations under her agreement with the
other alarm company.
2. A copy of the Complainant’s Agreement with her other alarm security company.
We thank you in advance for your anticipated review of this response.
Very Truly Yours,
Brandon W.
Customer Expectation Manager
Initial Complaint
Date:08/03/2022
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.
I signed up with Safe Home Security around October of 2019. The payment was set up to automatically come out of my account each month. So we set it up and I forgot about it. Well, one day I receive a call from SHS saying I am like $900 past due. I asked how because I am on auto pay and they couldn't tell me. I never received a bill or phone call or anything prior to this. So they messed up on their end and now are trying to get this back pay. I feel this was an error on their p*** and I should not be held accountable for their oversight on billing. My contract is ending with them this October and I plan on going with a new company seeing how this company has handled things. I have since read reviews and talked with people that have dealt with them and it appears from speaking with these other people they don't even have technicians to service my area anymore.
Business Response
Date: 08/03/2022
To Whom It May Concern;
Mr. *** ******** signed an alarm agreement in October 2019 with the initial term of 3 years. In the attachments, please find a copy of this agreement. Please review under section 5 EFT authorization. This shows that Mr. ******** did not give us a complete checking account number to process an automatic draft on his account. Mr. ******** has full knowledge of his balance and has been making payments via phone using multiple different payment methods. If Mr. ******** would like to cancel his account then he must satisfy the terms of his agreement. The last payment we received was in December 2021 and there is currently a past due balance of $1185.69. Please have Mr. ******** contact our office directly to setup a payment plan towards his account. Thank you for your assistance!
Customer Answer
Date: 08/12/2022
***** ****** ********
***** ********* ****** *** **** **** **
*** ********** ***********************
******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********

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

I have been experiencing e-mail issues and receiving all my email. Thank you for your email. My issue is not resolved yet and I’m still in need of some assistance.

Thank you,

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

Business Response
Date: 08/15/2022
To Whom It May Concern;
Mr. ******** has been calling in payments towards his past due balance. He may continue to call in his payments or make payments on our website. If Mr. ******** wishes to cancel his agreement/account, then he will be responsible to pay the terms of his agreement. Please have Mr. ******** contact our office directly at: ###-###-####. Thank you for your assistance!
Initial Complaint
Date:08/02/2022
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.
i talked to salesman Oscar ,he was a rep for ****** ********, he said he would have them install all these camera's for the front, and back, the technician came over, he said he was available if I had any problems. The system didn't work, I called a rep her name was Shelby, she made an appt for the technician to come fix it, He was a no show, about two weeks later he showed up, I gave my son the password the guy said it was the wrong password, he left system not fixed. I called Shelby again with my complaint, she said she would have someone come out to take care of it, never seem another technician again. I sent a message told them to come pick up their equipment, as the system never worked, no response. Then I notice my billing, i had been charged three times in one month.. I called Shelby, to see if she could give me the number to billing, she called back told me she wasn't able to get through to billing. Then I received a message stating your alarm system agreement for my address from ****** ******** ********** *** has been voided for following reason Envelope has expired Envelope ID ************************************ I took a copy to the bank, payment was stopped. I receive another bill from Safe Home Security, Inc. who I had no dealings with them I mailed a copy of the voided agreement. all I received was another bill. I never signed a docusign, i couldn't figure out how to do it. I went to an attorney they made copies of all my documents, wrote the company a letter, no response, they weren't able to communicate by phone or email they, I was told to try BBB to see, if I could receive help with my complaint.
Business Response
Date: 08/09/2022
Thank you for brining this to our attention. Our resolutions manager, Cassandra W****, will be reaching out to *** **** ***** to address and assist with her concerns.

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.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Safeguard America is NOT a BBB Accredited Business.