Complaints

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

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

  12600 W Colfax Ave Ste A130 Lakewood, CO 80215-3799

• 

  Safeguard America

  P O Box 60513 Saint Louis, MO 63160

• 

  Security Systems Inc

  26945 Cabot Rd Ste 107 Laguna Hills, CA 92653-7009

• 

  Safeguard America

  55 Sebethe Dr Ste 201 Cromwell, CT 06416-1054

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

• Initial Complaint

  Date:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My alarm control panel was found dead or not working. I found that the panel had power going to the unit, but the equipment was not working. I contacted SafeGuard on Monday morning July 1st. They could not or would not dispatch a technician to resolve the issue. A second call the next day July 2, 2024 resulted in the CSR telling me that the found out that an error message was reported to the monitoring service on June 26th. I bought a new panel through them, but they could not tell me when someone would be out to install the new equipment. I have since emailed them for a status update, but they do not respond. I just want a prompt response for a reasonable date when the replacement panel will be installed. I have spent $350.00 for the new panel which has already been charged to my bank card.

  Business Response

  Date: 07/10/2024

  We have spoken with this client and scheduled service for 7/17.

• Initial Complaint

  Date:07/09/2024

  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.

  On June 26, 2024, I sent an email to Safe Home Securities letting them know I would no longer use their services after June 27, 2024. A reply from the company said Kevin H****** would contact me. On July 5, I was contacted by Safe Home by phone but it wasn't H******.. After telling the person a number of times that I didn't want to resolve any issues with the company, I wanted to stop services, I was told that I couldn't leave for another year plus because of auto-renewal. I was never informed that auto-renewal was coming. I told the person on the phone that I wanted a copy of the contract that I signed that told me of the auto-renewal. (I have looked for my copy but wasn't successful.) All of the other companies that have auto-renewal have sent me a message to let me know that it was time for it so I have time to cancel if I want.

  Business Response

  Date: 07/19/2024

  In response to BBB ID ********: We at Safe Home Security are in receipt of the complaint submitted by Ms. ******** *******. As stated in the complaint, Ms. ******* has an agreement with Safe Home Security on file that is valid until July 26, 2025. We did also receive the cancellation request dated June 26,2024. Please know that per the terms of the agreement, a written cancellation request is required at least 60 days prior to the end of the contract date or the account will auto-renew for 12 months. 
  We at Safe Home Security have attempted to contact the client to resolve any service needs and to answer any questions that may be had. Unfortunately we were unable to reach the client. Base on the information provided, cancellation is not warranted, however, as a gesture of goodwill, we at Safe Home Security will close the account as requested. Should Ms. ******* have any further questions or concerns, we ask that she contact out Retention Manager, Princess B*** at ###-###-####.

  Customer Answer

  Date: 07/22/2024

  
  
  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:07/08/2024

  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.

  Please see the attached document titled "Safe Home Security BBB Complaint" for a complete explanation of events.
  To summarize, I was needing to move my existing security services to a new residence on 6/19/24. I reached out to inquire about this on 6/7/24 but was told that a technician may not be available on the move date so I would have to receive a call back to schedule an appointment. I never received a call back, so I moved forward with using a local contractor to move the equipment. During the move, we asked the contractor about adding garage open/close capabilities from our cell phones, and he was able to install a ********* for us. He told us all we'd need to do is contact SHS to have our monitored address updated and have them activate the garage door and gate control feature on the ********* backend. I have contacted SHS to handle both of these things on numerous occasions (at least 9 times by my count), and to this day, neither has been done. Instead, I've been conned into signing a new agreement (even though I had just signed a renewal back in Oct 2023), told I would need to pay $100 to have a technician make a service call, and billed for a month of service that really hasn't been provided. Overall, it’s been about a month since I made initial contact with SHS to have these services moved, and it’s been close to three weeks since I’ve moved into the new residence. At this time, the security services that we’re continuing to pay for have not been provided for the new residence, at least as SHS has explained it. At this point, SHS is in breach of their contract terms, as the contract states “Company agrees to provide monitoring service for a period of 36 months from the above date” which is 6/26/24 for the new contract. The signed Installation Completion Certificate (6/26/24) also states “The system will be online with the central monitoring station and completely functional within 72 hours of today’s date, 6/26/2024,” and this has clearly not happened.

  Business Response

  Date: 07/08/2024

  We have a confirmed appointment for tomorrow to resolve the issue.

  Customer Answer

  Date: 07/16/2024

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

  While the general security services are finally being adequately provided, we still do not have functionality on the ** ******* device to open/close the garage from our security app, and I’ve been told conflicting stories by different SHS personnel.  During the technician service call, the SHS tech told me that he would not be able to add the lift master to our existing panel and we would need to spend $300 for an upgraded panel if we wanted this feature added.  He also mentioned it would be another month before we would be able to get this scheduled.  We are not interested in doing this for this added cost, so we contacted our local tech (external to SHS) to get the ** ******* device uninstalled and get our money back from the $200 installation, but he didn't think the panel upgrade information provided by the SHS tech was correct.  I happened to receive communication today (7/16) from the Senior Security Advisor from SHS that I’ve worked with over the past several weeks, and I told her about the garage door issue.  She told me that the ** ******* device is compatible with our current panel and lift master and should be able to be easily activated with tech support walking me through it, contradicting what the SHS tech had told me previously.  I asked to setup a call time to work through this but did not receive a response back.

  At this point, I don't know who is telling us the right thing.  We’re still working with both SHS and our local tech to see if we can get this issue resolved.  However, SHS continues to give us the runaround and drag out this process, draining time and resources.  As of today, it’s been almost 6 weeks since I first contacted SHS, and 1 month since we’ve moved into our new home.  To me this whole process has been completely unacceptable, so I’d still like to request to terminate all existing contracts with SHS with no penalty so that I can find a service provider that will adequately and efficiently handle the services we’re requesting.

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

  Customer Answer

  Date: 07/19/2024

  Good Afternoon,

  Just as an update, we finally got all services, including the garage door lift master, activated and operational on 7/16/2024 by our local security technician.  Safe Home Security did not assist with this matter.  I did let SHS know of the completed activation on 7/17/2024.

  Thanks,

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

  Business Response

  Date: 07/24/2024

  Safe Home Security sent a technician to the location for a system inspection after we had been informed that a 3rd party had installed the system. The technician informed the client that he could not tied to ** ******* lift two panel panel is a ***. The ** ******* lift goes towards a **** because of the SKU numbers. Client has already been advised about the compatibility he’s aware of all avenues we can take. 

  Due to any inconveniences, we have requested a credit for the time that the client was without the service. 

  Customer Answer

  Date: 07/28/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the information provided in the business' response has proven to be completely inaccurate, the overall resolution is ultimately satisfactory, even though Safe Home Security had nothing to do with getting the issue resolved.  The business did send a technician who told me that there was an incompatibility issue (as the business described in their response), but that information has since been proven to be untrue.  After the technician's visit, our third party technician, as well as a senior security advisor with SHS, advised us that the device was, in fact, compatible with our system and that the technician's information was inaccurate.  Because the technician chose to delete the device from our panel during his visit, our third party technician had to make another service call to our residence, and he was able to get the device re-added to our panel, and we now have the functionality needed to open and close our garage from the app on our phone.  SHS did nothing to resolve the issue, and since that point, they have also failed to notify us that our account numbers would be changing, which caused us to lose service for approximately one day.
  
  Overall, this company is one of the absolute worst I've ever worked with, and it's clear that they will do whatever it takes (make false claims, provide misinformation, con customers into "new" extended contracts, etc.) to screw customers into spending more money and forcing them to remain with the company for a longer period than expected.  Once our contract is up, I will never be doing business with SHS again. 

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

• Initial Complaint

  Date:07/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel with this deceptive company and it is a living nightmare. I was told I signed a 66 month contract. I would have never signed a 66 month contract. The attachment they sent to me clearly shows in the forensics that in was created by Hayley P. In 2022 and modified the same day it was created. In the response they sent to the ******* ******** ******** ****** it clearly showed they modified it again before they sent it in an attachment where they tried to block access to the document properties. They denied the file was altered yet the document forensics clearly show otherwise. They sent a recorded call about the contract to the **. It’s obvious it has been edited. I have sent it to a sound lab and are awaiting the authentication on it. They are still sending signals to my home although they know all of the equipment was complete junk and does not work. I informed them in writing to stop sending the signals and I was informed by Dawn they will do whatever they want to my home whenever they want. They are now sending the signals more frequently to the point of harassment. I have a phone log of every occurrence with the messages. I tried to pay a buyout on the contract and just be done completely with this company and they refused to let me do that. They keep trying to force me to give them a reason to cancel although it is against my states consumer protection laws. They also use other Business names such as a car dealership when calling. I have retained records of that also. They answer emails as Ticket Closed and have hung up. In my research I have recently learned they have allegedly put our personal financial data at a very serious risk. I have never seen anything like this in my life. I want to be done with this I’m so sick of this company.

  Business Response

  Date: 07/12/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel. Our position remains the same as outlined via the ******* ******** *******. We stated to them the following: "I am writing in response to the complaint filed by *** ******* ***, referenced as Complaint #********, Matter No: ************, regarding her contract with Safe Home Security. After thoroughly reviewing the complaint and our records, we have the following information: Agreement Confirmation: The customer signed up with Safe Home Security on July 13, 2020. Contract Duration: The contract clearly stipulates a 66-month agreement, which is scheduled to expire on January 13, 2026. Customer Acknowledgement: We have a recorded call from the date of the agreement in which the customer was explicitly asked if she understood she was entering into a 66-month agreement. The customer affirmed her understanding and acceptance of these terms during the call. A copy of the call and agreement have been attached for reference. Given this evidence, it is clear that the customer was aware of the contract's duration and agreed to it at the time of signing. Therefore, the customer is responsible for adhering to the terms of the agreement until its expiration on January 13, 2026." In closing, once again the client is responsible for the remainder of her current alarm monitoring agreement with us. We appreciate your time and attention to this matter. Please close this complaint as resolved.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The day of the repair was called and told the technican couldn't come he was at the Er. Like I have been waiting for a 1 year amd months for alarm for front door. In a high crime area payi.g for a system that is not completly working. You got to do better. I took off and my husband to get repair completed.

  Business Response

  Date: 06/28/2024

  In response to BBB ID ********: On June 28, dispatch manager, Ashley G******* spoke with the client due to the technician not being able to make it due to a family emergency. Ms. G******* is working diligently to secure a new date for the service to be completed and will contact the client directly once we have the date. We have also put a 3 month credit on the account for any inconvenience this has caused the client.

  Business Response

  Date: 07/01/2024

  Ms. G******* has reached out to the client and confirmed a service appointment for July 10th between 9 am and 1 pm. 

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company had a salesperson stop by my home and that person told me that they wanted to install their security system and that, since I have a corner lot, they wanted to install their signs for extra exposure so that they could sell additional units in my neighborhood. I have called the company multiple times and have been told I am under a 3yr contract. I have never been given a copy of the contract. I am billed each month for $10 warranty, $3 invoice fee, and $39.99 for monitoring services for a total of $52.99 per month. I am unable to afford this system despite the fact I have paid nearly two years for this system. I have been diagnosed with a terminal illness and this is adding stress to my life in a time when i shouldn’t be exposed to added stress. I have called company multiple times asking to be released from this obligation, offering for them to pickup their equipment which I do not use. They say I am stuck with this bill. I have called and my younger brother has also called company asking for copy of contract and the company says they will produce the contract but never do. I am seeking my money back including all payments that I have made. I have continued these payments because even though they don’t produce a contract or allow me a way out, they do threaten my good credit should I discontinue monthly remittance. I feel tricked and duped. They took advantage of my vulnerability brought on by lack of oxygen for which I am dying. I feel this is also Elder Abuse. This message is being composed by my younger brother, *******, on behalf of me.

  Business Response

  Date: 07/09/2024

  In response to BBB complaint ID ********, Safe Home Security acknowledges the client's request to cancel. Upon review, we have found that the client is under contract with us until August 2026. As expressed to the client during multiple telephone conversations, he is not eligible for early cancellation at this time. I have printed out a copy of the contract and mailed it to the client. To assist you further, we have assigned Rebecca P******, our Senior Retention Representative, to work with you directly. She will discuss money-saving options and offer a retraining of the alarm system. Thank you for your understanding and cooperation. Warm regards.

• Initial Complaint

  Date:06/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to do the right thing concerning Safe Home Security. But it was hard to get any sense out of anyone that I talked to. I wanted to cancel back in September of 2022. I hadn’t had any service since March or April of 2022. I was told that I could not cancel. I finally spoke to someone who drew up another contract, supposedly waiving prior fees and updating my system and he disappeared, never to be heard from again. I have email documentation of reaching out to him. None of what he told me would happen, actually happened. Prior fees were not waived. Someone did come out to update my system, but he didn't know how to install the camera. So, no camera. Then my system stopped working again a few weeks later. I tried reaching out to them through email to no avail. I continue to get bills every month with accrued monitoring fees and late fees. I tried calling to find out what was going on. Whenever I got someone, they were clueless as to how to help me. One person told me that the agent I spoke with had no right to tell me that prior fees would be waived. I sent them yet another email on Nov. 13, 2023, telling them everything that I’m mentioning here and that I was tired of dealing with them and would not pay for services that I wasn’t getting. Finally, I got a call saying they wanted to fix my system. They said they would not cancel my account. But I have had it with them. I want this company to cancel my account and leave me alone because the contract has been forfeited. They did not do what they promised and I told them so. Then they reported me to the credit bureau. My credit was excellent. I need this removed from my credit report. I got a bill recently for $903.80, due 06/23/24.

  Business Response

  Date: 06/26/2024

  Dear Ms. *****,

  I hope this message finds you well. Upon conducting a thorough review of your account, we have reaffirmed the agreement signed in 2020. As previously communicated in September 2022, you were informed about the terms regarding early termination, including the applicable buyout fee of 90%. This information was conveyed before any issues with the system were reported to us.Regarding the technical visits, our records indicate that the initial attempt was discontinued due to your expressed intent to close the account at that time, which prevented the visit from occurring. Subsequently, during the second visit, our technician addressed issues with the alarm equipment. It was determined that the signals received by our monitoring party were "Periodic Test" signals. Furthermore, it was advised that your internet modem needed to separate the 2.4 and 5g services to facilitate proper camera connectivity. Unfortunately, this requirement was not fulfilled, which prevented further technician visits as per our standard procedure. In light of these circumstances, we would like to offer you two options to resolve the outstanding matters: Firstly, we propose a Fresh Start Program wherein we would waive half of the past due balance, amounting to $451.90, upon your payment of the remaining half. This option would also involve resigning the agreement under updated terms. Alternatively, you have the option to proceed with a Buyout Agreement for $1,245.31, as previously detailed. We understand the importance of resolving these issues promptly and are committed to assisting you in making an informed decision. Please let us know how you would like to proceed or if you require any further clarification on the options presented. Thank you for your attention to this matter. We look forward to your response.

  Customer Answer

  Date: 06/27/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My system stopped working prior to September 2022 and I did report it before being informed of early termination and a buyout fee. Then in February 2023
  I spoke with Aalan Reece and after I told him that my system was not working and that I wanted to cancel my membership, he initiated another contract that was not fulfilled. The internet modem requirement was not fulfilled because the system stopped working a couple of weeks after the technician came out. At this point, I gave up. And this offer (Fresh Start Program wherein we would waive half of the past due balance, amounting to $451.90, upon your payment of the remaining half. This option would also involve resigning the agreement under updated terms) I cannot agree with. First of all, I don’t trust you and secondly, I don’t want to have anything to do with this company ever again. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 07/03/2024

  The client has been provided options we are not cancelling the obligation.

• Initial Complaint

  Date:06/25/2024

  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 have a monitoring contract with Safeguard and want to cancel the contract as I have gone with another monitoring company. There contract has an EARLY CANCELLATION clause. "Client may cancel prior to completion of primary or renewal term upon receipt of ninety percent (90%) of the unpaid contract balance. All cancellation requests must be in writing. A letter was sent May 22, 2024, requesting cancellation. The new monitoring company is willing to pay the remaining amount to Safeguard but needs a letter in writing indicating the amount owed. Safeguard is unwilling to give a letter indicating the amount owed. They said that although the contract says I can cancel, they said their President has directed them not to accept cancellations anymore as they are getting a lot of them. This is "changing horses in the middle of the stream." My contract with Safeguard expires 5/2026. I am now paying two monitoring companies as the new company is already charging me and so is Safeguard. This does seem unethical and am glad I changed companies if this is the way they do business. The new service is already more efficient than their service.

  Business Response

  Date: 07/01/2024

  In response to BBB complaint ID ********, we acknowledge receipt of your request to cancel. We understand that you have decided to switch to *** and have spoken with our Senior Retention Representative, Teri N****, regarding the cancellation of your account. Recognizing the urgency of this matter, we will honor your request for a buyout. The amount required to close your account with Safe Home Security is $1,018.65. Once the payment is applied to your account, we can proceed with the cancellation of your service. If you have any further questions or need additional assistance, please do not hesitate to contact us. We are here to help and ensure that your experience with Safe Home Security regarding your service termination is as smooth as possible. Thank you for your time and understanding.

  Customer Answer

  Date: 07/02/2024

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

• Initial Complaint

  Date:06/24/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe security home is refusing to rending a buy out letter from ****** home security or provide me with payments term letter to close out the account. My mother who is 78 was approached by a ****** representative in March stating he could provide a better service than safe home. My mother agreed because the security from safe home that was current ly in her home was not providing any service, constantly beeping and upon her trying reach safe home for service she was unable to get them anyone to service it. ****** rep told her to write a letter of cancellation as she did and they would buy out the rest of her contract which runs until March 2025. In April she received a bill from both companies. She called safe home and they explained she was under contract with them and it was illegal to have double security systems. She called ****** and refused to let her out of contract but stated if they received a final payments letter they would honor the original request and pay off safe home. I have been on the phone with safe home multiple times and to no avail are they willing to let her out even though ****** is stating they will pay off account. My complaint is safe home will not provide a buy out statement and or final payments letter to me or to ******. They state “ because other security companys are promising to pay off their customers is this illegal. The safe home rep Terry lstated your mother would have to get ****** to let her out her contract and then safe home would make her sign a new 36 month contract. So basically punishing my mom and making start over with them. I even offered to pay the remaining balance of $680 so mom would stop getting bill and make it go away. The answer was that’s not an option you would have to make monthly payments as the contract stated. And this is fair”. She stated.

  Business Response

  Date: 07/01/2024

  In response to BBB complaint ID, ********, Safe Home Security is in receipt of the complaint filed against our company due to us denying your daughters request for a buyout. I understand that your daughter, ***** *****, has been in contact with us several times regarding your transition to ****** and wanted to aid in the cancellation of our service. Our Senior Retention Representative, Teri N***** has been actively working with both of you to address the situation. According to our agreement, early cancellation is allowed under specific circumstances, such as sale of the customers home or death of the account holder, which would enable a 90% buyout. Unfortunately, we do not offer buyouts for any other reasons. However, to resolve this matter for you ladies we are prepared to generate a buyout of 100% for the account holder. That figure would be $599.85. The invoice reflecting what is owed will be mailed to the account holders location. Senior Retention Representative, Teri N**** , will continue to work closely with you to ensure the account is closed upon receipt of the payment to settle the service. If you have any further questions or need additional assistance, please feel free to reach out to Teri N**** at ###-###-####.

• Initial Complaint

  Date:06/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was locked into a 2 year security contract with *** ******** when I built my home with **** ********. They sold to Safe Home Security. I have since fulfilled my obligation and have tried to cancel several times. Starting last Dec/Jan, I received an excessive amount of sales calls to ad services just to lock in pricing. I informed the rep that I was not interested and wanted to cancel. I assumed it was canceled until May, when I received a collections call that I owed this company for the January payment. I paid it and was told to cancel in writing, which I did. I keep getting emails from their IT department saying that my Help Desk ticket has been closed, no no mention of my account being canceled. I respond each time, asking for clarification that my account has been closed. Same thing and that a representative will call me within 24 hours. That never happened until AFTER, I was auto billed AGAIN for another 6 months. I was told, for the first time, that my account was in a 12 month auto-renewal. No one every told me that. I have asked several times to speak to a supervisor and nothing. I have asked several times to more clarification on the details of the auto renewal and cancelation and no response. They are purposely vague, deceptive and unresponsive so that they can continue to steal payments from customers. This is unfair and unethical and I don't understand why anyone would willingly do business with this company.

  Business Response

  Date: 07/05/2024

  In response to BBB complaint ID ********, Safe Home Security acknowledges your desire to cancel. We would like to explain why the account for *** ********** is not eligible for cancellation at this time. The client initially signed a three-year agreement with **** ******** in April of 2020. Please note that the three-year agreement does not officially begin until the client moves into the home and makes their first payment on the service. In *** **********’s case, the first payment was made on March 22, 2021. The agreement for monitoring and billing was then acquired by Safe Home Security in March of 2021. According to the contract, the agreement is for three years and includes a clause for automatic 12-month renewal unless a written notice of termination is provided at least thirty (30) days prior to the end of the term. In this case, a letter would have had to be received on or before February 22, 2024. However, we did not receive any request to cancel from the client until June 10, 2024. I have assigned this matter to Senior Account Representative Natasha L****, who will work to understand why the client is looking to cancel and see if we can offer any assistance in resolving the matter and retaining the client's business. Thank you for your understanding and cooperation.