Complaints

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

close

Find a Location

Safeguard America has 17 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/25/2024

  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.

  My name is ****** *****. I live at **** ******* *** ****** ***** ** *****.
  
  A couple of years ago, Safe Home Security took over from the previous security company that I had been with for years. Last month (February of 2024), I called the company to inform them that my battery was low. They informed me that it would cost $5 for a battery, and they made an appointment to send someone out on March 7th, 2024. On March 6th, 2024, I called to confirm my appointment. At that time, they advised me that the battery would cost over $100, and I would have to agree to another 3-year contract in order for them to send someone out. When I asked about discontinuing my service and closing my account, they informed me that I was currently in a 3-year contract, which I was not aware of. They stated that in March of 2023, I had been placed in a 3-year contract due to the company upgrading from a 4g network to a 5g network. I feel that the manner in which I was placed into a contract in March of 2023, was deceptive, because I was not given an option to do so. Due to this fact, I would like my service discontinued immediately, and my account closed without penalty.
  
  Upon speaking with someone today (4/24/24), I was told I am in a 5 year contract. Now I feel as though I'm being harassed and retaliated against by way of this company's power to do so.
  PLEASE CLOSE MY ACCOUNT EFFECTIVE IMMEDIATELY. I will move forward and send a copy of this to the ***, ****** ******, ********* ******, ********** ******, ******** ********* ******, and anyone who would listen if necessary. Please call me is you have any questions.
  
  
  Respectfully,
  ****** *****, Phone # ###-###-####

  Business Response

  Date: 04/29/2024

  In Response to *** ID ********:

  Thank you for bringing your concerns to our attention once more. The companies position in regard to your service cancellation remains the same at this time. We have thoroughly reviewed the details surrounding your request to cancel your service and wish to reaffirm our position. After carefully examining the call recording from February 19th, 2024, where you sought assistance with your system beeping due to a low battery, it was noted that a service date of March 7th, 2024, was provided to you. We apologize for any confusion regarding this matter. It's important to clarify that in your area in ********, we utilize a subcontractor for servicing, who provides a fixed date and time for service, with us simply allocating a slot on their schedule. To address the inconvenience caused, we would like to offer you a $60.00 panel battery replacement, as well as a month of free monitoring. Additionally, we want to remind you that you signed a contract in March 2021, committing to a duration of 60 months at a slightly higher rate in order to receive a necessary communication upgrade from 3G to 4G. We confirmed that the contract was sent to the email ***********************, and although there were initial difficulties logging in, you eventually succeeded in completing the document. Furthermore, assistance was provided to resolve issues with your non-working alarm app. Given these circumstances, we must emphasize that your contractual obligation cannot be canceled penalty-free. However, we are committed to promptly arranging for the panel battery replacement and ensuring that your needs are addressed satisfactorily. We appreciate your understanding and patience as we work to resolve this matter. If you have any further questions or concerns, please do not hesitate to contact us.

   

  Sincerely,

  Princess B***

  Manager, Retention

  Customer Answer

  Date: 05/01/2024

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

  If I clicked on a link that you are saying was my signature to renew a contract, than that was not explained to me.  It was explained to me that you all were going from 3G to 4G but never mentioned that I was locking into a contract.  Furthermore, you all are saying that I signed a contract for 60 months in March of 2021, which is 5 years.  That would mean the contract would expire in March of 2026, which is less than 2 years from now.  So why is it that when I called I was I first told that I have 3 more years to go in the contract, and when I later called again, I was told I had 5 more years to go.  

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

  Business Response

  Date: 05/15/2024

  Please refer to our previous response. Our stance has not changed. We must abide by the terms and conditions of the 60 month agreement that was executed on March 18,2021.

• Initial Complaint

  Date:04/24/2024

  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.

  Moved into house September of 2023. Purchased Safe Home Security system in Oct 2023. Was told a technician would come an install but no one ever came. There was a panel box on the wall from previous owners. Apparently the old panel box was activated but I was never notified. I have since gone to *** and the old panel box was removed but I am still being billed. I have contact Safe Home and each time I was told someone would contact me. I have not heard from anyone. Safe home is now on my credit report.

  Business Response

  Date: 05/07/2024

  ******** *** ********* ********** * ** ********
  
  ********* ********
  Safe Home Security has received BBB Complaint ID ********. The
  complaint outlines the client's desire to cancel our service due to signing up
  with ***. The client activated service with us on October 5th, 2023, and a full
  system test was performed on this day. Upon careful review of the account, it
  appears that the client's system was removed 4 days after activation, which
  aligns with the client's claim of moving on to ***.
  
  Resolution:
  At this time, we will proceed with the cancellation of the alarm
  service. There will be no penalty imposed on the client. Thank you for your
  time and attention to this matter.

• Initial Complaint

  Date:04/23/2024

  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.

  Entered into a 3 year contract , 12/2019-12/2022 in which I fulfilled , the company attached on an additional 2 years in Jan/2020 in which I did not consent to, why would I add on another 2 years ,1 month later. I wrote them a cancellation letter 1/2023 canceling the service asking that they remove all payment details. Didn’t hear of anything else until 4/2024 where it has appeared on my ******* credit report where I have a 100 percent on time payment history, I have also filed a dispute with them as well, I believe this company is fraudulent and practice fraud bye trying to add additional years onto an agreed contract. I have enclosed I believe an original agreement and my cancellation letter,Thank you.

  Business Response

  Date: 04/25/2024

  We are releasing the client without further obligation.  In addition we will request ******* delete the credit trade lines.  Please allow 7 to 14 days for this process to complete.

  Customer Answer

  Date: 04/26/2024

  
  
  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:04/22/2024

  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.

  Acct #139517
  
  I secured an alarm system over 10 yrs ago that was paid through automatic withdraw. The company stated they attempted to reach me even though the number they shared was not mine. The alarm service has not been active since 2021 due to a lack of an upgrade. Unknowingly to me the company continued to withdraw money from my account until I realized in March of 2024. I tried to dispute with them and they refused to refund me any money or offer a credit for the time paid. I had to put a stop payment on my bank account in order to get the charges stopped. Meanwhile I am out of $50+ per month for at least 2 years.

  Business Response

  Date: 04/30/2024

  Safe Home Security acknowledges receipt of your complaint filed with the BBB (ID: ********). We appreciate the opportunity to address your concerns and resolve the issue promptly. Upon review of your complaint, we understand that you are seeking a refund due to perceived lack of service. We sincerely apologize for any inconvenience caused and acknowledge our records indicating 26 attempts to contact you. Unfortunately, we have not received any response or returned calls to discuss the urgency of the necessary conversion from 3G to 4G. It is imperative to note that the reason your system remains inactive is due to our inability to establish contact with you, which has hindered our efforts to resolve the issue promptly. Furthermore, it's important to address the fact that the *** mandated the sunset of all 3G cell towers as of January 2023. Consequently, upgrading from 3G to 4G is crucial to ensure the continued effectiveness and reliability of your security system. The conversion from 3G to 4G involves replacing outdated cellular modules or components within the system to ensure compatibility with modern networks. This upgrade is essential as cellular carriers phase out support for older technologies like 3G in favor of newer ones like 4G. Had we been able to establish communication with you during the 22 attempted contacts made from May 2021 to January 2023, we could have discussed this necessary upgrade. In light of these circumstances, we would like to offer the following resolution: Two (2) complimentary cameras Free conversion from 3G to 4G We believe this offer demonstrates our commitment to resolving the issue to your satisfaction. We look forward to your response to our offer via the BBB platform as I have called you 8 times since the receipt of your complaint but unfortunately you have not answered nor returned the calls. Sincerely, Princess B***

• Initial Complaint

  Date:04/19/2024

  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 purchase security system with this company and cancelled it over the phone this was in 2020 now they are charging me again and reporting to the credit Breau, that I'm 90 days late so I called they say I am still under contract for 2 more years, so I ask for a copy of my contract she said she would email it to me never received it. Yet they are reporting something that I canceled 2 years ago as if I am still activated. she say the last time we have had communication was in April 2021. I would like this to be removed from my credit especially since they cannot produce a written contract with my signature

  Business Response

  Date: 05/02/2024

  In response to complaint ID # ********
  
  We have reviewed the account and find the pursuance of the
  outstanding balance to be valid.
  
  We’ve reviewed the account along with the agreement and
  found no cancellation letter on file. As a courtesy we have also attached the
  agreement at the request of Mrs. *****.
  
  This matter will not be removed from the credit report until
  the balance due is resolved, after which the credit report will be updated
  accordingly.
  
  Jevaun P*******
  Corporate Director of Sales and Service
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ****************************************
  ***************************

• Initial Complaint

  Date:04/17/2024

  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.

  My problem is with Safe home security. Initially we thought we were getting ****. Secondly, the business that I have them at is presently under new management and do not want the service, thirdly, I was told regardless I had to pay for their services until there time had expired.
  I paid them u and they have not disconnected the service and still sending me bills. Also, I have called them concerning my personal property issue with the system and to date know one have responded. This is not a reliable company who passes their services off as ****.

  Business Response

  Date: 04/22/2024

  Cameras are ad ons, not part of the contracted services.  If the client wishes to cancel early she may execute section 4 of the agreement which calls for a buyout of 90% of the remaining obligation.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company claims to be monitoring my home but is not. I have called to let them know I’ve the past few years that the system is not working and they claim they have no report of it.
  I’ve switched to another company and safe home security refuses to let me cancel my contact. Over the phone they say they will send me the cancellation but then email me that they can not cancel until there’s a death or sale of my home. The people I’ve talked to are very rude. I never get alerts when my alarms are set off but yet they claim they do not have it in file that I called to report something wrong. They refuse to cancel my contact until the contract has expired. The new company I have replaced the Safe Home equipment however Safe Home says they are still monitoring my home. I’m not sure how when their equipment is not being used in my home. I feel like we are being held hostage to a company until the contract ends. I understand I would have to pay the remaining contract plus cancellation fee but they are not allowing it to cancel.
  This is the worst company I have ever dealt with. I just want to get away from this company.

  Business Response

  Date: 04/29/2024

  I am writing in response to BBB Complaint ID ********, concerning the request of ******* **** to cancel services with Safe Home Security. We have received the request to cancel and have taken note of the clients decision to switch to a new provider, ****** Security. While we regret that she have chosen to discontinue her service with us, we appreciate her decision to communicate her intentions. It is my finding that the client hadn't contacted our corporate office to express any issues with her alarm system prior to switching to ****** Security. Nonetheless, we respect her decision and want to ensure an amicable resolution to this matter. To settle her service account, she would be responsible for a pay-off figure of $621.01. A final invoice will be mailed to Ms. ****** location, and she may settle the amount online or via telephone with one of our billing representatives. We consider this matter resolved upon receipt of payment. If you have any questions or require further assistance, please do not hesitate to contact us. Thank you for your understanding and cooperation. Sincerely, Princess B***, Manager, Retention

  Customer Answer

  Date: 05/01/2024

  
  
  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.

  I do wish the company would stop claiming that customers never contacted them as I have copies of multiple emails and voice messages to prove them wrong.

  I do accept the resolution that they are offering which is what I have been trying to get from them for 2 months. I will pay the final bill in full by check as soon as they mail me the bill and also hope they stand behind what they are saying that this will close my contract with them and that they will not auto renew the contract next year
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:04/15/2024

  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.

  The first issue with the company was the glass break detection system. I called and asked if it could be adjusted because every time I wash dishes, the glass break system would sound, and if the alarm is on, it notifies the police. The company sent out a tech, and he turned off the glass breakage detection system. I figured it out by going into the display system tools window. I called the company, and they apologized and sent him out to my home once again.
  The security system has a preset feature that allows it to be set to 10:00 p.m. a few days ago, that feature was activated with both the front and back doors open.
  Yesterday at 10 p.m., the display panel turned black, and there was no power interruption. If there were, my home backup generator would have come on immediately.
  I have been paying them $62.99 per month for a few years now, which is approximately $1,500.00. Today, when I called customer service, two things happened that I don't understand. First, I was told I can't get a service tech to come to my home for three days, which I am paying for! Secondly, I cannot cancel the contract for lack of service due to poor service and a malfunctioning system that can be set with doors open and a service tech that came to my home turning off a feature in the system I'm paying for; I want to terminate this contract and end all interaction with Safe Home Security company.

  Business Response

  Date: 04/23/2024

  In response to BBB ID ********: We have been in review of the complaint submitted by ***** ***** along with their account. Upon review, it was found that the client called into Safe Home Security on April 15th regarding the system needing service. At the time the call was made to Safe Home, a service appointment was scheduled for a technician to service the system on April 18, 2024. A downtime credit was requested for the time that the system was not working. On April 18th, Safe Home technician, Michael W****, serviced the system. While servicing the system it was found that the outlet that panel was plugged was faulty and recently replaced. Mr. W**** serviced the system and found that the panel and transformer needed to be replaced, to which they were both replaced and the system was restored to its full working order. Based on the information provided, cancellation is not warranted. Should the client wish to move forward with cancellation of the account, they would be responsible for the terms of their agreement. 

  Business Response

  Date: 04/23/2024

  In response to BBB ID ********: We have been in review of the complaint submitted by ***** ***** along with their account. Upon review, it was found that the client called into Safe Home Security on April 15th regarding the system needing service. At the time the call was made to Safe Home, a service appointment was scheduled for a technician to service the system on April 18, 2024. A downtime credit was requested for the time that the system was not working. On April 18th, Safe Home technician, Michael W****, serviced the system. While servicing the system it was found that the outlet that panel was plugged was faulty and recently replaced. Mr. W**** serviced the system and found that the panel and transformer needed to be replaced, to which they were both replaced and the system was restored to its full working order. Based on the information provided, cancellation is not warranted. Should the client wish to move forward with cancellation of the account, they would be responsible for the terms of their agreement. 

  Business Response

  Date: 04/23/2024

  In response to BBB ID ********: We have been in review of the complaint submitted by ***** ***** along with their account. Upon review, it was found that the client called into Safe Home Security on April 15th regarding the system needing service. At the time the call was made to Safe Home, a service appointment was scheduled for a technician to service the system on April 18, 2024. A downtime credit was requested for the time that the system was not working. On April 18th, Safe Home technician, Michael W****, serviced the system. While servicing the system it was found that the outlet that panel was plugged was faulty and recently replaced. Mr. W**** serviced the system and found that the panel and transformer needed to be replaced, to which they were both replaced and the system was restored to its full working order. Based on the information provided, cancellation is not warranted. Should the client wish to move forward with cancellation of the account, they would be responsible for the terms of their agreement. 

  Customer Answer

  Date: 04/24/2024

  The company is Safe Home Security. 

  I have filed three complaints and they have yet to answer my complaints. They have a computer-generated system that doesn't address the issues and when I responded to the email no one called me or left a phone number, they only stated in the last computer-generated email that they were closing out my complaints. What are my opinions? Since they are not going to address this issue.

   

  Customer Answer

  Date: 04/24/2024

  The company is Safe Home Security. 

  I have filed three complaints and they have yet to answer my complaints. They have a computer-generated system that doesn't address the issues and when I responded to the email no one called me or left a phone number, they only stated in the last computer-generated email that they were closing out my complaints. What are my opinions? Since they are not going to address this issue.

   

  Customer Answer

  Date: 04/24/2024

  The company is Safe Home Security. 

  I have filed three complaints and they have yet to answer my complaints. They have a computer-generated system that doesn't address the issues and when I responded to the email no one called me or left a phone number, they only stated in the last computer-generated email that they were closing out my complaints. What are my opinions? Since they are not going to address this issue.

   

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Date Sent: 4/24/2024 11:35:26 AM
  

  The company is Safe Home Security. 

  I have filed three complaints and they have yet to answer my complaints. They have a computer-generated system that doesn't address the issues and when I responded to the email no one called me or left a phone number, they only stated in the last computer-generated email that they were closing out my complaints. What are my opinions? Since they are not going to address this issue.

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

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Date Sent: 4/24/2024 11:35:26 AM
  

  The company is Safe Home Security. 

  I have filed three complaints and they have yet to answer my complaints. They have a computer-generated system that doesn't address the issues and when I responded to the email no one called me or left a phone number, they only stated in the last computer-generated email that they were closing out my complaints. What are my opinions? Since they are not going to address this issue.

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

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Date Sent: 4/24/2024 11:35:26 AM
  

  The company is Safe Home Security. 

  I have filed three complaints and they have yet to answer my complaints. They have a computer-generated system that doesn't address the issues and when I responded to the email no one called me or left a phone number, they only stated in the last computer-generated email that they were closing out my complaints. What are my opinions? Since they are not going to address this issue.

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

  Business Response

  Date: 05/08/2024

  Please refer to our previous response, or stance has not changed. 

  Business Response

  Date: 05/08/2024

  Please refer to our previous response, or stance has not changed. 

  Business Response

  Date: 05/08/2024

  Please refer to our previous response, or stance has not changed. 

• Initial Complaint

  Date:04/15/2024

  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.

  In October of 2018 I requested that the service provider cancel and terminate my service. I was told I didn’t not cancel in the required amount of time, but the service or products were never used. I ended up using a different security company as a result and I maintained on time payments with them and satisfied my contractual obligations. Safe home has continued to harass me and claim I owe an egregious amount of money for a service and product I never used. I have requested they stop attempts as well as cease contacting me with. They have since obtained my new address unlawfully and have begun calling my phone constantly. I have text messages from 2018 from the representative that initially signed me up indicating my displeasure and desire to terminate service.

  Business Response

  Date: 04/24/2024

  BBB Complaint # ********
  
  
  In response to the account *****,
  
  The company has fulfilled their obligation to monitor the
  clients home up until they switched providers.  We also recognize that the
  rescission time has lapsed and the clients request to cancel was not honored
  due to untimely request.
  
  There were two payments made, one was made in 74.99 5/5/19,
  and 74.99 payment made 9/26/18.
  
  The agreement is valid and will be enforced, the customer
  knowingly switched companies understanding that they were still in an
  agreement.
  
  We will continue collection activity until this matter is
  resolved. 

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

• Initial Complaint

  Date:03/26/2024

  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've been with them for 5 years. Six months ago I got a new door and asked them to replace the sensors. The clerk I spoke with transferred me to a manager who said they would only send someone out if I agreed to continue the service after it expired in the spring. I told them I was looking into less expensive plans. He told me that if that was the case, they would be stupid to send out a repairman and laughed. I called back a few months later and someone else answered, agreeing to send a repairman. When I told the repairman why I'd gone so long without protection, he couldn't believe it. I made it clear at that time to him and to SHS that I would not be renewing the contract. I made a note on my calendar and on March 18, 2024, I called SHS and emailed them. I asked them not to renew my contract and to refund some of my money because I hadn't been able to use my service for several months prior. 4 days later, new charges came out of my bank account and now the clerk tells me that I am locked in another contract with and they won't refund the latest payment that has come out. They said I didn't contact them in time, that it should have been 60 days in advance. Well, they knew 60 days in advance when the rude supervisor laughed and told me they'd be fools to send out a repair guy.

  Business Response

  Date: 04/05/2024

  Dear Ms. ********, In response to your BBB complaint ID ******** regarding your request to cancel our services, I want to extend my sincere apologies for the poor customer service you have experienced. Your satisfaction is of utmost importance to us, and we are committed to addressing your concerns promptly. Regarding the issue with replacing the sensor for your new door, it's important to note that renovations are not covered by the warranty provided to you. If a door replacement results in the sensor being removed, the client is responsible for the replacement of the affected zone. However, upon reviewing your account, it appears that the supervisor who approved the contact for free replacement did so as a gesture of goodwill. To ensure that we address your concerns and find a satisfactory resolution, I am assigning your case to our Senior Account Executive, Natasha L****. Natasha will reach out to you to discuss available solutions, including options for receiving credits for the time your sensor was missing, and to explore how we can continue our partnership moving forward. Thank you for bringing this matter to our attention. We appreciate your patience and understanding as we work to resolve this issue and improve your experience with Safe Home Security. Sincerely, Princess B***, Manager, Retention

  Customer Answer

  Date: 04/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company renewed my contract with full knowledge that I did not plan to renew it.  I contacted them as instructed by their employee via email and was told that I would not be charged again.  Within 3 days, another charge came out of my checking account AND my contract had been renewed.  

  I don't want to do business with them anymore. They are trained professionals at trickery and deceipt, plus rudeness and poor service. I feel like they scammed me. The employee who refused to send out a service man actually laughed at my request. He said, "why should we send out a service man if you're going to cancel us when your contract ends?  Who would do that?"  He told me that my contract would be up in the spring when I "could [finally] get my new sensors from elsewhere."  I asked him if that meant I just had to go without sensors until then; he said he supposed so if I was not going to renew. 

  On March 18 I contacted them to end the relationship, as he suggested.  Since then I have received numerous calls from them repeating that my contract had been renewed and there was nothing they nor I could do. 

  Honestly, I do not believe that they want to work anything out at all; I don't trust them. I've been paying them regularly for years (never missed one payment!) and certainly don't feel as if they are keeping me or my home secure. In addition, there are plenty of companies who can beat their price (and their service).  I believe they have enough of my money.

  Will you please help me to resolve this issue?

  
  Sincerely,
  
  
  
  ***** ******-********

  Business Response

  Date: 04/29/2024

  Dear Ms. ********, Thank you for reaching out regarding your BBB complaint ID ********. I want to reaffirm our position in response to your request to cancel again. As outlined in our previous communication, your monitoring contract remains in effect until March 19th, 2025, and we are committed to fulfilling our obligations under this agreement by continuing to provide monitoring services. While we acknowledge your frustration regarding the replacement sensor issue, it's important to note that our ability to cancel the contract is governed by the terms outlined in the alarm monitoring agreement, including the cancellation clause. We understand your desire to close this complaint, and we assure you that we are actively working to address your concerns within the parameters of our contractual agreement. If you have any further questions or require clarification, please don't hesitate to reach out. Thank you for your attention to this matter.

  Customer Answer

  Date: 04/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I will not continue using this company for security purposes. This is a bad business that uses every kind of dirty tactic to take money from its customers. I diligently paid them on-time and monthly for 5 years and they have not treated me with the same respect. I do not trust them and no one should. They are conmen (and women).
  
  
  
  Sincerely,
  
  
  
  ***** ******-********

  Business Response

  Date: 05/10/2024

  Please refer to our previous response, our stance has not changed.