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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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:05/17/2024
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.
Back dated contracts, false information, fraudulent business practice's, lied about trial period, 6 months
Business Response
Date: 05/28/2024
The account has been cancelled, per the customers request. Mr. ********* has no further financial obligation regarding this account
Customer Answer
Date: 05/29/2024

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:05/14/2024
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.
not a local company. called for a tec to come out, was not employed by company, took 4 days to arrive could not fix problem and a second tec come out, 2 days later, they clear my app off the phone i had to reinstall, charged $90.00, for tec to try and fix problem, they had me sign a paper for a battery warranty that extended my contract that i did not know about, and still to this day cannot get batteries changed unless i pay $90.00, for tec service fee on top of additional fee added to service plan monthly. i have issue with components that do not work, when called about, was told $90.00 for some to come look at, and if the component is not able to be reconnected there will be a fee to change out. called to get certificate for insurance discount, the first person i spoke with never sent certificate, the second person sent a blank certificate, the third person finally got the certificate to me this took 2 weeks.
Business Response
Date: 05/20/2024
** ******** ** *** ** *********

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

We at Safe Home Security have reviewed the complaint submitted by Mr. ****** ****** along with his account details. In his complaint, Mr. ****** asserts that he added the extended warranty to his account to cover parts, labor, and batteries, yet he was still required to pay for a technician to service the system.
There appears to be a misunderstanding or miscommunication regarding the terms of the extended warranty. Once a customer opts for the extended warranty, they do not incur costs for technician services unless the damage is due to the client’s actions, a natural disaster, or circumstances not caused by normal wear and tear. According to our records, the last technician request from Mr. ****** was on July 1, 2021, coinciding with the addition of the battery warranty to his account. At that time, Safe Home Security dispatched a technician who restored the system to full working order without charging Mr. ******, as the warranty was in effect.
It is the client's responsibility to contact Safe Home Security if service is needed. Since the last technician request was in July 2021, we have not received any further service requests from Mr. ******. We are committed to providing excellent service and are willing to dispatch a technician to address any issues. We kindly ask Mr. ****** to contact us at ###-###-#### at his earliest convenience to schedule an appointment.
Should Mr. ****** wish to proceed with the cancellation of his account, he would need to adhere to the terms and conditions of the agreement signed on July 1, 2021. A copy of this agreement is attached for reference.
Initial Complaint
Date:05/14/2024
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 had a security service with *** then one day I get text messages saying it was *** and I was eligible for a 5g upgrade so I agreed a guy came out in a personal style car and looked at what I had and said if I wanted to stay with *** name I would have to pay to change my sensors or I could go to another security which would work with my sensors but the new company is the same that monitors ***
They also told me that they would handle the change over with ***
Now come to find out these people have nothing to do wit *** and gave me disinformation
*** has told me what they did was illegal and file a complaint with BBB and my local law enforcement which I have and I contacted safe home security and they told me to take legal action against them
Business Response
Date: 05/16/2024
The account was cancelled, prior to receiving the complaint. The customer has no further financial obligation. A refund has been request in the amount of $379.95.
Initial Complaint
Date:05/13/2024
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 system is constantly, broken, I've had I don't know how many people to fix it. Last tech came and said he didn't know how to fix it and had 6 more calls for the day. He took the main screen off the wall and a day later it went blank. 3 weeks later a guy came to look at it and said it needs a new screen. My alarm system has Ben with us a year and it broke more than it works. How can you guys fix this problem or let us out of the contract
Business Response
Date: 05/10/2024
I recently reviewed BBB Complaint ******** from **** *********. From my review, this complaint has been misattributed to ********* and should be transferred to Safe Home Security. Mr. *********’s complaint is about the service provided Safe Home Security, the security company that Mr. ********* uses. ********* provides a software service to Safe Home Security, but ********* is not involved in the maintenance or repair of security systems. I have notified Safe Home Security of Mr. *********’s complaint.

Would you be able to transfer this complaint to Safe Home Security?
Business Response
Date: 05/17/2024
Response to BBB ID ********:

We at Safe Home Security have thoroughly reviewed the complaint submitted by Mr. **** *********, as well as his account details. Following this review, we have confirmed that a service appointment has been scheduled to replace the panel on May 24, 2024, between 9 AM and 1 PM.
We deeply understand the importance of maintaining a monitored alarm system and sincerely apologize for any inconvenience Mr. ********* has experienced. As a gesture of goodwill, we have arranged for a one-month credit to be applied to his account to compensate for the downtime.
Should you have any further questions or require additional information, please do not hesitate to contact me directly.

Best regards,
Samantha S*****
Quality Assurance Manager
Safe Home Security
**** ****** ******
*********** ** *****
****** ************
********** ************** **** ****
****** *****************
Initial Complaint
Date:05/13/2024
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've tried contacting this company numerous times, and can't ever seem to get a response. I'm trying to cancel my services, but they won't listen to you if you mention cancelling because they don't want to lose out on money. They've never once sent me an invoice in the 4 years I've used their services, yet continue to deduct my account each month. Their websites, apps and everything online has no information pertaining to any sort of contractual agreement or actual account. I'd like to have my services cancelled immediately, and be refunded for the last 4 months ($180) that I've been trying to cancel this, but have been ignored.
Business Response
Date: 05/17/2024
In response to BBB complaint ID ********, Safe Home Security acknowledges receipt of ********* ******** cancellation request. At this time, the client is not eligible for cancellation as her contract expires in May 2026. The last contact we had with the client was between June and July of 2022, during which she requested to cancel and was informed that she would not be eligible to do so until May 2026. Since that time, there has been no further communication between the client and the company. We are keen to understand the client’s urgent desire to cancel and look forward to her response via your platform. Sincerely, Princess B***, Manager of Retention
Initial Complaint
Date:05/10/2024
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 have had this alarm system with Safe Home Security for a total of 5 years since The contract stated that they would charge $61.99 until 04/11/24.They are still taking payments out of my account. This alarm system has been inoperable for 4 out of the 5 years due to the 5g switch in the mainframes. They were notified of this on multiple occasions and offered no resolution.Lastly, I have not even resided at the residence since 04/2023.So basically Safe Home Security has been charging a fee for monitoring, but the alarm hasn't been even able to transmit a signal to them for at least 4 years and is unable to be turned on without constant beeping. I just want to be done with this company as I am totally dissatisfied with their service. It is a terrible way to conduct business.
Business Response
Date: 05/10/2024
The account has been cancelled, per the customers request, with no further financial obligation. Thank you for your business.
Customer Answer
Date: 05/13/2024

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:05/08/2024
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.
**** ******* **** ** ******** ****** ** ****** Unknown date of initial signing of contract with this company. You did not have the address that shows on the contract, Safe Home Security **** ********* *********** *** *****.
In 2022 my mother passed, before that my father was diagnosed with Alzheimer's. now, he is not able to live alone. So, I moved him in with me and my husband than we sold the house. My sister ********* ******* wrote to this company, (I have copies of the e-mails sent) expressing to the company of the situation and would like to cancel the contract. As per emails returned, they will not cancel, they advised he is responsible for the remaining amount and a letter will need to be sent to them prior to cancellation. We as a family feel that he should not be responsible for any remaining amount (unknown how much was paid to the company) it is not fair to my father as he really does not know that he is still paying for a service that is n/a. We think the company should pay him back and my father really deserves an apology. This business needs to be reported as we feel they do not explain in full detail of the contract. We are pretty sure had he known; he would not have signed the contract.

My deepest sincerity,

********* *****/ POA
Business Response
Date: 06/07/2024
**** ******* signed a primary agreement with the understanding the terms of the contract would be fulfilled in exchange for the equipment to be installed at no cost. The remaining terms were due and owing to close the account. The buyout was paid the account was cancelled. A refund is due a refund or forthcoming .
Customer Answer
Date: 06/07/2024

Complaint: ********

I cannot answer the response truefully as I do not know what the business response is or even if they make one. I still think they need to take responsibility for treating costumers the way they do.

Sincerely,

********* *****
Business Response
Date: 06/11/2024
Please see our previous response. The obligation was paid in full and will not be refunded
Customer Answer
Date: 06/12/2024

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:05/07/2024
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 have been trying to settle my account or get out of the contract. I was told this was an option when we signed up but it isn't. They are now marking late payments on my credit and I want to solve this. I have left multiple messages and they don't respond..
Business Response
Date: 05/08/2024
All clients are reported monthly like any other creditor. This client paid off the remaining agreement on 5/7/2024 and the account is now closed.
Customer Answer
Date: 05/08/2024

Complaint: ********

I am rejecting this response because: I was unaware that you would be considered a creditor. Your sales person LIED when they sold us the system. Your department was of no help and would not settle the account until it was in collections.

Sincerely,

******* ******
Business Response
Date: 05/08/2024
You can dispute it through *******. Someone will review the payment history and render a decision on it's legitimacy.
Initial Complaint
Date:05/03/2024
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.
Incident happened March 23, 2024 at approximately 2 pm. I was driving to a wed in alert was sent to myself and police . I arrived back home around 5:30 pm and contacted the police they said an alert was filed but no request for police to go to my home for follow up. They came at my request .
3/23/2024 called Safe home to report that the perpetrator broke the alarm and it was still going off did a tech need to come and fix it. The person on the phone gave me instructions on how to stop alarm . The person stated that she would put info in system and someone would contact me by Mon. 3/25.. Monday received a call from Safe home stating it would be $600.00 to replace broken equipment and they would try to find an available repair person. Called and left messages
Tuesday afternoon and Wednesday morning after receiving no response cancelled service on Thursday March 28, 2024. They didn’t perform their job in March but they charge me March and April. $ 87.09 per month total would be $174.18. I have had this service sine 2019 their lack of response left me feeling vulnerable and frightened. On behalf of my friend **** ****** on 5/3/2024 I contacted Safe Home at the 800 and Spoke to Lynn in Security and gave her all the information listed above . She is sending in a request to her for $152.40 which she said would be for 2 months. She said it would take about 30 days to inform **** of outcome. I told her the service provide by house was abominable and I would be reporting this in reviews and giving rating them on responses done so far. However if they made an attempt to make the situation better I would also report .
Business Response
Date: 05/16/2024
Regarding BBB ID ********:

Safe Home Security has thoroughly reviewed the complaint and the account associated with **** ******. After examining the account notes corresponding to the dates outlined by the client in their complaint, it has been verified that the system was operational throughout March 2024.

Acknowledging the reported non-operational status of the system in April 2024, a refund request for that month has been duly submitted in the amount of $87.09. Please note that it may take up to 30 days for the refund to be reflected in the client's account.
For any further inquiries or assistance, please do not hesitate to contact us at ***************
Initial Complaint
Date:05/01/2024
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.
Company purchased my security contract from **** ******** ***** **** *********. After the 3 year period as per contract, they automatically restarted my contract. This is as per contract, HOWEVER, they did not explain new fees, did not explain service, and DID NOT PROVIDE ME WITH SERVICE

My home was almost broken in to during this period. I had called to find out why my alarm did not go off. I was very concerned, as this is the safety of my family. As it turned out. Safe Home Security failed to inform me that 14 of my sensors did not function at all. Then at that time, they automatically renewed my service even though they were not providing me with one clearly. They then reported me to the credit bureaus for not paying for a service I was not receiving. They had no information from me whatsoever despite buying my contract. I was not a valid customer to them at all, and clearly as such, because they did not reach out to tell me my alarm system was malfunctioning and was doing nothing but taking up space on my wall. I am furious with them, as I have called MULTIPLE times to speak to someone, they promise that a manager will call me, and months go by before I hear from their representative who is threatening me with legal actions.
Business Response
Date: 05/06/2024
The client paid his final balance and we released the renewal agreement that he disputes. The account is now closed without further obligation.

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Safeguard America is NOT a BBB Accredited Business.