Business Profile

Security System Monitors

Safeguard America

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:06/20/2024
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.
WE STILL HAVE NOT RECEIVED WRITTEN CONFIRMATION OUR ACCOUNT IS CLOSED!
We called SHS several months ago, when our original contract expired, and verbally cancelled the service. We never signed a new contract. In June, 2024 we received an invoice for $236.94, supposedly for several months of service. We called to reiterate that we cancelled months ago and were told that there is a clause in the contract, that we never signed, that it would auto-renew if we didn't cancel in writing. This was not the procedure when we called and the rep even confirmed it was new. We were never told that we had to submit the request in writing by anyone. Not the person we originally spoke with, and not any of the people who called us for weeks trying to upsell us. A legitimate company would have pointed out that provision to us instead of deliberately giving us incorrect information multiple times.

We spoke with Sara G******, at SHS. She purported to be a supervisor capable of handling our call and request to waive this outstanding invoice. Yet, all she said was "my hands are tied" and wouldn't transfer us to anyone else. She said invoices had been mailed out, yet we never received them. Show me proof of receipt of these invoices. They can't, because we never got them. Sara told us we had to mail in a signed statement that we wanted to cancel, another stall technique. We had to ask her for an email solution. When she did acknowledge we could, in fact, save time by emailing, she didn't give us the correct email address, just said we could find it on the website.

It took a day or so to even find out we had to submit our request to a different email address. Which we did. "Customer Care" reached out and still wouldn't cancel our service. Angeles played all nicey nice but it was another stall technique.

This company DELIBERATELY makes it impossible cancel their service. We want them to acknowledge, in writting, that our account is cancelled and we don't owe them any money.
Customer Answer
Date: 06/20/2024
FYI: our original conversation with SHS requested a signed and dated request. We complied with this request, finally. They gave us the incorrect information on where to send this. All this information is in the original PDs.
I wanted to let you know I've filed a complaint with the ******** ******** ********* office.

Customer Answer
Date: 06/20/2024
Well done BBB! In half a day you managed to accomplish what we couldn't in a week.
SHS has closed our account and waived all fees.
Initial Complaint
Date:06/18/2024
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'm a disabled person whom Safe home security falsified a contract in 2019, trying to force me to pay for services
Business Response
Date: 06/25/2024
In Response to BBB ID ********.

Upon reviewing the complaint, we have the following information regarding the customer's account:

Mr. ******* originally signed up on February 7, 2020, for a 60-month service plan at a rate of $59.99 per month. On February 18, 2020, Mr. ******* contacted us, expressing frustration that the technician did not provide login information for ********* at the time of installation. Our representative promptly assisted him and provided the necessary login details.

To address the customer's concerns, we offered a $2.00 monthly discount. Mr. ******* accepted this offer and signed a new agreement for a 60-month service plan at a reduced rate of $57.99 per month. This agreement is documented with a recorded call on file. A copy of the agreement has been attached for reference.

It is important to note that the customer did not sign up in 2019 but became a customer in 2020. The customer is currently in a valid agreement.

If you have any further questions or require additional information, please feel free to contact the director listed below:

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** ** *****
***** ******** *****
*********************************

Thank you for your attention to this matter.
Business Response
Date: 06/25/2024
In Response to BBB ID ********.

Upon reviewing the complaint, we have the following information regarding the customer's account:

Mr. ******* originally signed up on February 7, 2020, for a 60-month service plan at a rate of $59.99 per month. On February 18, 2020, Mr. ******* contacted us, expressing frustration that the technician did not provide login information for ********* at the time of installation. Our representative promptly assisted him and provided the necessary login details.

To address the customer's concerns, we offered a $2.00 monthly discount. Mr. ******* accepted this offer and signed a new agreement for a 60-month service plan at a reduced rate of $57.99 per month. This agreement is documented with a recorded call on file. A copy of the agreement has been attached for reference.

It is important to note that the customer did not sign up in 2019 but became a customer in 2020. The customer is currently in a valid agreement.

If you have any further questions or require additional information, please feel free to contact the director listed below:

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** ** *****
***** ******** *****
*********************************

Thank you for your attention to this matter.
Initial Complaint
Date:06/18/2024
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.
SHS won't cancel my home security contract, they've renewed & attempted to renew on me multiple times. In 2021 I was told in order to get an additional service I would have to adjust my current contract to add the $2.99/mon service. What I was NOT told that it reset my 5 year contact from day 1. I was almost done with it & I never meant to sign in the first place. I hate contracts for this reason. When I pointed it out to SHS, I was lied to. Since then (2021), I've paid premium & this year stopped after my CC was hacked by their employee. I had a new card & they were the only one I gave that info to. Less than a month my CC company told me it was all over the dark web & was manually keyed in - so it was by someone! I've followed everything stated to me, put it in writing & I have! I've spoken to my assigned case manager(s)/emailed/CHATed/& snailed mailed wet ink requests & ALL requests have been ignored. SHS's business plan is to be a Chinese fingertrap & to sit on their butts & steal money. They lie to get you in, but REFUSE to let you go. I've spoken to them multiple times & each time: "I promise you, I will help you" - LIE. I'm ghosted by those that are 'assigned' to help me. I have SOO many emails where I've requested to provide me the end date & how to get away from them. They are thieves & employ thieves. Shame on SHS!! & here's the kicker - I'VE NEVER TURNED THE STUPID ALARM ON!!! I've explained to them multiple times, it's too complicated for my elderly mother to use & this is for HER peace of mind. So, a service that is useless to me & yet, I can't get them to cancel my contract. It's gone off (errors w/their system) & I get fined $350 by the city! Today, sat on the their CHAT feature for over an hour (tried 2 times & both times the CHAT rep never responded the chat conversation). yep, same ole thing - no help. it's a front. looks like the lights are on, but nobody is there to actually work, just to collect money.
Business Response
Date: 06/19/2024
**** *** ****

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

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

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

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

I am in review of
the BBB complaint #******** concerning the account of ******* *******.

******* signed an
agreement effective 05/07/2021 for a term of 60 months with a monthly
monitoring rate of $39.99.

*******’s current
expiration date is 05/06/2026.

******* did return
an invoice and payment slip however she stated Safe Home Security were Frauds
and Thieves.

I have attached for
your review.

At this time *******
is not able to cancel without obligation unless she fulfills her buyout of the
initial term.

I have attached a
copy of the signed agreement showing terms.

Please refer to #3.
Monitoring as this outlines our auto renewal and cancel policy.

I have also attached
a copy of the buyout invoice in the mount of $1,298.60 which is 90% of the stated
terms as of today, June 19, 2024.

Please let me know
how you would like to proceed.

Thank you,
AnnMarie M****
Collections Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ***** ********
Initial Complaint
Date:06/18/2024
Type:Customer Service 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 a 5 year contract for a home security service at my primary residence. I was with them for 9 months. This month, I moved and called the company to transfer the account to my new home. I was told that I could transfer it and continue my contract, or I could cancel and pay out the remaining of my contract. I chose to transfer it. I was told someone would call me to set up the transfer of the equipment. For two weeks, no one called me. I called them today to try to arrange for the transfer. Today, they told me that I can't cancel, and that if I transferred it, it would start the contract over and I would lose the 9 months of credit that I've already paid for (so I would start at month zero). The corporate representative said that we could only cancel it if the contract was 90% paid and then we could pay out the remaining fee. The only other way to cancel is to either sell the house or die.
Business Response
Date: 06/25/2024
In Response to BBB ID ********. Upon review of the account for Ms. ***** ************ we show that our direct sales team has an appointment scheduled for the system to be removed on July 15th between 9 am and 1 pm and reinstalled at the new location on July 16th between 9 am and 1 pm. I have attempted to call the client at ###-###-#### and was unsuccessful, a voicemail was left a on ###-###-####.
Initial Complaint
Date:05/28/2024
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.
In 2021 I sold my home shortly after having Safeguard America install a security system. I did not think I would be ready to sell that quickly but within months of the installation my home was ready for sale and sold. Once I found out I would be selling I contacted my salesperson and asked him what we should do: 1. see if the new home owners would take over the contract, or 2. move the system to my new home.
He chose to have me transfer the service to the new owners if they would accept it. That is what I did! They agreed to take over the contract, I called the company and we moved the contract to the new home owners.
A year or so later I noticed the charges on my bank account. I stopped payment and went on with my life.
Now I am getting bills and the company states that I transferred service and never cancelled. Even though they moved the contract to a new person and did not notify me that I needed to cancel they are trying to bill me for years of service.
They are stating I owe them $1749.75 because the new home owners canceled the plan.
Business Response
Date: 06/06/2024
In response to complaint ID# ********

****** ****** has been a client of ours since 2021 we
understand that the client believes that they were told upon having the new
owner sign up their account would be closed.

Please provide any supporting information that you may have
to ******************* or call
###-###-####
Jevaun P******* Director of Sales and service

Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************
****************************************
***************************
Customer Answer
Date: 06/06/2024

Complaint: ********

I am rejecting this response because:

The company stopped billing me for a year when we transferred this account to the new home owners.
what else do you need to show that the account was transferred and out of my name?

Sincerely,

****** ******* ******
Business Response
Date: 06/10/2024
Upon further review of your account with Safe Home Security, we have determined that we did not receive a written request for cancellation. According to the terms of the agreement signed on January 8, 2021, all cancellation requests must be submitted in writing.
Additionally, as the new homeowners have chosen not to take over the system, the outstanding balance on the account remains due.
As mentioned in our previous communication, please send the cancellation letter along with any supporting documents to *******************. If you have any questions or require further assistance, you may contact us at ###-###-####.
Thank you for your prompt attention to this matter.
Sincerely,
Jevaun P*******
Corporate Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************
****************************************
Initial Complaint
Date:05/28/2024
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.
When my wife and I moved to ********* 5 1/2 years ago, we were urged to install a burglar alarm. We went with Safe Home Securities. Circumstances have changed. Our youngest son moved in with us with his dog which is constantntly going into and out of our house making arming the burglar alarm impossible. When I requested trhat the service be terminated I was told in brutal terms that I had signed a contract until 2029. Dun notices arrived. I am 85, and my wife is 82, I doubt that I will make it to 2029, I want the service discontinued
Business Response
Date: 06/03/2024
Mr. ******, Safe Home Security has received your request to cancel your service, as detailed in your complaint filed with the Better Business Bureau ********** ** *********.
We understand that your circumstances have changed with your son moving into your home, which has affected your need for the alarm system. While we sympathize with your situation, this reason alone does not qualify for early termination of your contract, which is set to end in September 2026 not 2029. We va*** your relationship with us and would like to offer assistance in maximizing the use of your alarm system, even with the changes in your household.
Our team is available to guide you on how to effectively use the system as a dog owner, ensuring it remains user-friendly and beneficial.
We would appreciate the opportunity to assist you further. Please contact us at your earliest convenience to discuss how we can help you optimize your system's use.
Best regards,
Princess B***, Manager Retention
Initial Complaint
Date:05/22/2024
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 complaint starts back in June of 2021 when a door to door representative stopped at our home unannounced. He claimed that Safe Home had bought out ********** * (our then security provider) and that he would simply update the chip in our panel and we would be swapped over and good to go. And what a LIE that was! Fast forward THREE years later to today, May 21, 2024. We had been looking at our monthly bills and decided we would cut the alarm bill, so we called in to cancel, but that department wasn't open apparently... So we searched for some paperwork, and come to find out, after combing through it to figure out the easiest way to cancel, we noticed the door to door rep had put us in a 66 MONTH CONTRACT! And to add insult to injury, after further investigation, they had NOT bought out ********** * as claimed!! We still have the same panel and old oxidized sensors we've used for over 10 years! And yet, they somehow tied us into 5.5 years with them? That's the term of a car loan! And no new equipment? Nothing? Our panel literally still says ********** * on it! At the end of the day, had the rep been truthful about who he was with, and the 66 month term, we would have NEVER signed anything. We thought it was mandatory to "update the chip." We thought we were with the same company we had been for the past seven years. We feel manipulated. We are not happy with this system and we will not pay Safe Home another penny. Besides, we have already paid them $1800+ over the last three years, that should be satisfactory enough. Please intervene and make this right.
Business Response
Date: 06/03/2024
Mr. ******, Safe Home Security is in receipt of your complaint filed with the Better Business Bureau (********* ** ********). We appreciate the opportunity to address your concerns. After a thorough review of your account, here are our findings: Closing Call Confirmation: A recorded call following the sale confirms your agreement and understanding of the contract terms.
Contract Terms: During the call, you were asked a series of questions to ensure clarity regarding the contract details, including: The 66-month term. The initial six payments of $4.99. Subsequent payments of $49.99 per month. Confirmation that Safe Home Security is not affiliated with ******. Your statement, "my wife is coaching me through this process," further indicating your understanding and consent. Based on this recorded confirmation, you acknowledged and accepted the terms of the agreement.
Consequently, Mr. ******, you are not eligible to terminate the service at this time. If you have any further questions or require additional information, please feel free to contact us.
Best regards,
Princess B***,
Manager Retention.
Initial Complaint
Date:05/22/2024
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 had nothing but problems with this security alarm system from the very beginning which was installed 8/10/2020. I have a log of false readings from the system malfunctioning often. Early on I have allowed their technician come to try to fix it but it continued with the false readings, I eventually stopped arming my system, and haven't for years.
On 9/18/2023 I emailed a Cancellation letter of Monitoring Services to safehomesecurityinc.*** and was told I couldn't break the contract that would end December 2025.
On 9/25/2023 I received an email saying my cancellation letter will be uploaded onto the file in 7-14 business days and this will prevent my account from auto-renew.
On May 21, 2024 I called "Brandi" from safe home at ###-###-#### to get a buyout amount for the duration of my contract. I was told I couldn't do a buyout unless I sold my home.
Please help, I want nothing to do with this company and would like it on record that I have sent in a cancellation letter to prevent auto-renewal because I don't trust that I can trust this company to be honest.
I pay 74.99 monthly and am pay ahead until August 2024. My acc # ****** Thank you for your help in this matter.
Business Response
Date: 06/03/2024
Safe Home Security has received your request for a final invoice as part of your complaint filed with the Better Business Bureau (Complaint ID ********).
I, Princess B***, spoke with you at length on May 31st, 2024, to understand your concerns and the issues you've experienced. During our conversation, you mentioned several problems with the alarm system's functionality, which you have documented in detail. However, it was noted that you had not previously communicated these issues to us for resolution. You informed us that you decided to switch providers around May 21st, 2024, due to your dissatisfaction with the alarm system. Regarding your inquiry about a lump sum payoff, our policy allows for early payoff only with documentation supporting the sale of the property or the death of the client.
As neither of these conditions applies in your case, you have agreed to continue paying on a month-to-month basis until the end of the agreement. Based on this understanding, we consider this complaint resolved. If you have any further questions or need additional assistance, please do not hesitate to contact us.
Customer Answer
Date: 06/04/2024

Complaint: ********

I am rejecting this response because: I would like the completion date in writing, the response mentions nothing the actual completion date..This written correspondence will allow the Better Business Bureau to have it on file. I appreciate your help in this matter.

Sincerely,

****** ** ******
Business Response
Date: 06/06/2024
The agreement completion end date is December 9, 2025.
Customer Answer
Date: 06/14/2024
Thank you very much for your help with this matter. Safe Home Security refuses to state the end of my contract date in writing. Also they have allowed me to pay ahead hence I'm not due for the next payment until August 2024. I believe the final date of contract is December 09, 2025. I also wanted The Better Business Bureau to have it on record that I did not want to renew this contract after December 2025. This has never been about not paying what is owed, I just wanted to pay them off and be done with them. I wasn't sure legally they couldn't accept a pay off in full. It doesn't appear that Safe Home Security wants of offer anymore information regarding the contract so I won't waste your or my time as well.
What I have agreed upon is to continue to pay until December 09, 2025 and also I DO NOT want to auto renewal this contract.
I am pleased with The Better Business Bureau help with navigating and written verification in this matter. Thank you!
Customer Answer
Date: 06/17/2024

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.

Date Sent: 6/14/2024 3:40:47 PM
Thank you very much for your help with this matter. Safe Home Security refuses to state the end of my contract date in writing. Also they have allowed me to pay ahead hence I'm not due for the next payment until August 2024. I believe the final date of contract is December 09, 2025. I also wanted The Better Business Bureau to have it on record that I did not want to renew this contract after December 2025. This has never been about not paying what is owed, I just wanted to pay them off and be done with them. I wasn't sure legally they couldn't accept a pay off in full. It doesn't appear that Safe Home Security wants of offer anymore information regarding the contract so I won't waste your or my time as well.
What I have agreed upon is to continue to pay until December 09, 2025 and also I DO NOT want to auto renewal this contract.
I am pleased with The Better Business Bureau help with navigating and written verification in this matter. Thank you!

Sincerely,

****** ** ******
Initial Complaint
Date:05/21/2024
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 am cancelling my account with Safe Home Security. They have broken the contract for this service by not providing services requested.
If you would like more information, please see below.
Need credit to account for $350.00 charged on 1/19/2024 for a camera that was promised and never shipped or installed.
Double billing that occurred on 1/20/2024 for 40.99.
Billing receipts are not electronic, paper statements were never received, electronic statements are not available. Customer service was the only way to receive any billing information.
I have spoken with multiple people over the course of the last 3 months regarding this issue of billing, camera installation and cancellation.
On the phone for 1 hour and 17 minutes to cancel and then asked to send email. Account has not been cancelled as of this time.
I am not contesting any monies paid other than $350 for the camera that was never received or installed. I am, however, using this email as an artifact for my cancellation.

Safe Home Security has sent another email as of today from another retention specialist. I have tried to resolve these issues since early February.

****** **** as as POA for ****** *******.
My elderly Mother.

Email: *********************
Business Response
Date: 06/03/2024
Response to BBB Complaint ID ********
Safe Home Security acknowledges receipt of the request from the client's son to cancel services on her behalf. *** **** spoke at length with a retention manager, and here is a summary of their discussion:
"Customer's son called to cancel, expressing frustration that the cameras he ordered in January have not been shipped or installed. He requested a penalty-free cancellation, citing our failure to deliver on the service. While I empathized with his concerns, I explained that the purchase of the cameras is separate from the contract signed for the monitoring of the alarm system. The buyout for the contract was calculated at 90%, amounting to $1,473.85 and this figure was provided to *** **** at his request"
At this time, we cannot proceed with a penalty-free cancellation of the alarm service. However, we have refunded the $350.00 as requested by the customer. Thank you for your attention to this matter.

Sincerely,
Princess B***
Retention Manager,
Safe Home Security
Customer Answer
Date: 06/06/2024

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

I am rejecting this response because: I have not received the credit of $350.00 for the camera order. The retention specialist states that I must remain contractually obligated for the monitoring service because the camera is not part of the contract. This is a sham. This company has kept $350.00 for 5 months now without delivery of a requested product. The camera would have been automatically added to the service contract but was never received, installed. When a company fails to provide services paid for and promised, my obligation to continue use of their services is null and void. Horrible customer service, keeps you waiting on phone for hour to tell you to write an email to cancel service, failure to provide requested service, lying about refund of money paid for product never delivered, double billing, no way to see current billing/ payments, company is a sham. I am not satisfied with any part of the service that received from them. Even when stating that I want to know the pay- off for the contract, I have received no invoice for the payment of said debt. No consumer who pays for a service should be obligated to continue to pay for a service when the service is not rendered. My next step will be to contact the ******** ******* in the state where the service is provided, just as consumers have done in *********** and ******** and get the need resolution to cancel a service for failure to to provide said service. Send the monies paid for the camera that was never installed and cancel my account/service. Contract to provide services has been broken when you failed to provide service. I can't use a company that will not provide the services I need. I need the camera to keep my mother safe because she lives alone, has ********** and I need to see who is coming to her home because people are stealing from her. Just like this company. Stealing her money for a service not provided.

Sincerely,

****** ****
Business Response
Date: 06/13/2024
In response to BBB complaint ID ********, Safe Home Security acknowledges the client's son's rejection of our proposed resolution. While it's clear they seek a different outcome, our stance remains aligned with company policies regarding contractual obligations. Though we've refunded the requested amount, it's imperative to uphold the integrity of our agreements. We're open to discussing further steps or alternative solutions to address *** ****'s concerns; however, we are not nullifying the agreement at this time. The cash sale for the cameras stands separate from the contract for alarm monitoring. We await any additional responses from *** ****. P.s. the following is doucumentation supporting the refund has been processed "*********** marked refund request for pmt# ****** as Completed with reason: Refund check of $350.00 approved. Chck to be mailed to : ** ****** ****** ***** ****** ** ******
Initial Complaint
Date:05/20/2024
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.
My mother, ******** ******* and I had called Kiana P**** in 2022 in November to cancel the monitoring services and just pay our late balance only have no new monitoring charges and cancel the contract. The late balance was $3000. We paid that off in monthly installments with no monitoring services being provided and no monitoring charges added as far as I knew. Now in May there is a charge for $71.79 for monitoring services that Kiana P**** said were cancelled back in November of 2022. We sent a cancellation letter and I am not sure if they answered. I just want my money refunded and the contract permanently canceled I filing a complaint to get that done.
Business Response
Date: 05/20/2024
The account notes reflect in April we were waiting a cancellation request to cancel the account. Nothing is noted it was received. We will consider the BBB complaint the cancellation request and close the account as agreed. The customer will have no further financial obligation going forward

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