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:03/26/2024

  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.

  I’ve been with home security for about 8 months and haven’t got any maintenance or issues resolved. I’ve reached out about cancellation but have got the run around about how I have to pay 2000$ out of pocket because I’m under contract. I am needing to resolve this issue as soon as possible because my grandmother cannot afford to pay for something she can’t get fixed as I live there to and watching her struggle with this company without any reasoning behind not being able to cancel with little to no money to afford and or resolve complaints.

  Business Response

  Date: 03/26/2024

  PLEASE PROVIDE THE CUSTOMER INFORMATION TO LOCATE THE ACCOUNT 

  Customer Answer

  Date: 03/26/2024

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

  I was not aware that the cameras would be Battery powered and not wireless, had many issues with my front and back cameras. Also, I have not been guided on how to resolve the issue with these cameras being said when I called initially I didn’t get my issue fixed. My front camera is still broken and I would like to in-service with safe home security with no fees attached . As As they willingly know, I have issues with them. As of today’s date, I still have issues with them.
  
  
  I was Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 04/09/2024

  Please see our previous response, which is very detailed and speaks for itself. We have nothing new to add or offer 

• Initial Complaint

  Date:03/21/2024

  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 have a security system contract with Safe Home Security. I called and tried to cancel and they told me I had to wait until March. I just called and they tell me I now have to wait another year because it automatically renewed my contract at the first of March because I didn't submit written notice.

  Business Response

  Date: 04/03/2024

  Safe Home Security acknowledges the receipt of the complaint filed under BBB Complaint ID ******** concerning what the client perceives as deceptive practices related to our cancellation process. We take all complaints seriously and have conducted a thorough review of the client's account to address these concerns. Upon examination, it appears that interactions between the client and our company have been minimal. The client signed up for service in April of 2020. In September 2022, one of our representatives reached out to the client to discuss the renewal of their alarm service contract. The client indicated it was not a convenient time to talk. Subsequently, there was no communication from the client until March 20, 2024, when we received a request to cancel the service. We wish to clarify that upon the client's request for cancellation, it was explained that the service agreement had automatically renewed. This renewal is in accordance with the auto-renewal clause detailed in the client's original agreement. Consequently, the client is obligated to continue the service until March 2025. Our primary goal is to ensure that our clients are satisfied and well-informed about the terms of their service agreements. To that end, we are keen to understand the reasons behind the client's decision to cancel. We look forward to receiving further communication from the client through this platform to resolve any issues or misunderstandings. We appreciate the opportunity to address this matter and hope to reach an amicable resolution

  Customer Answer

  Date: 04/04/2024

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

  The response fails to mention that I did speak with a representative of their company months before when the battery on the system was alarming.  They informed me it would cost over $100 to get a service person out to fix it.  I said never mind I just want to cancel the service instead of paying to fix it.  They said I had a contract until March of 2024 and if I wanted to get out of that it would cost me $250 dollars or something in that ballpark.  I said it would be cheaper for me to wait until March and cancel then and they said ok if that's what I wanted to do.  When I tried to cancel in March is when they sprung the auto renewal in my face.  I asked why they didn't let me know before that I needed a written cancelation request 60 days in advance when I called earlier and they said they didn't know and didn't have a record of the call.

  I have been a good loyal paying customer and they knew they would try and catch me in that trap when I spoke to them.  I find that very deceptive and poor customer service for a good and loyal customer.

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

  Business Response

  Date: 04/12/2024

  Please refer to our previous response. 

  Customer Answer

  Date: 04/23/2024

  I spoke to their representative and told them repeatedly that I was cancelling my service.  I finally got her to say that it was ok, that I didn't have to pay if I didn't want to but they did recieve my written notice of cancelation but they would keep my account active for another year.  They however continue to send bills.

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was scammed by a salesman, Michael G*****, (###-###-####, **********************) when as a Realtor and house flipper I was alone working in a dangerous neighborhood, on ******* **** in ******** *** He set me up with a security system he said that I would not be charged for six months and by the time I the buyer of the home would start paying the installments. I sold the house, my buyer **** ******* took over the account and the tech John K**** (###-###-####) who added features the buyer wanted was also under the impression the contract was turned over to him. I never got a printed contract, I signed DocuSign on my phone as I had no internet there. A year later once I started another renovation and asked Michael to set up this one also with a system that could be rolled over to the buyer. I get a phone call and was told I owed $2500 on the ******* contract. I never received an invoice or email about this up until this call nearly a year later. They said the contracts are not transferrable. When I told them I was scammed, they told me he did not work for them and I was responsible. I made an agreement to pay them $676 to close this contract but I also told them I was scammed again and they never sent me an invoice which would have allowed me not to be in another scammed contract. They said I could take the system to a new property from the ****** *** one they had. I intended to and paid monthly. It never was transferred for a full year plus because the house did not have *******. I packed up the equipment and said I have had no monitoring o either equipment and they had double pay on the last one. I paid an additional $720 for nothing and they have the equipment and they never took this up with their \third party. They called and said they got the equipment and the letter and understood that if I satisfied them with the $676 and now another scammed contract for $720, we were done and they received the equipment. They continue to call and now the last was a text!

  Business Response

  Date: 04/02/2024

  In response to complaint # ********
  
  I reviewed the complaint with respect to the client ******
  ********.
  
  in her complaint she felt scammed by the dealer and
  misinformed. I would like to discuss possible solutions to help Mrs. ********
  out along with transparency of daily operations. I am in no way adverse to
  working with the client to find a formidable solution along with a direct
  contact to the Corporate office. I am in the know about her dilemma and would
  like to offer assistance.
  
  Please contact Jevaun P******* @ ###-###-#### Ext ****
  or *******************
  
  Thank you and I look forward to hearing from
  you.   

• Initial Complaint

  Date:03/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe home security approached me in 2017 for a contract for home security. The seller advised me he would get me additional monitors but did not come bring them. I called to talk to him a few weeks later and he was no longer with the company. I kept the service though because I only had his word. Moving further down I have contacted the company where they advised me on recorded line that my contract was up Jan of 2023. I have since tried to get them to hold them to that and they "cannot find" the call. Only take cancellation 1 month prior to contract ending and it can only be cancelled via email. I have called several times to call and cancel. Every time I call I get a different end date as well as a different amount owed to them. Even the account manager responding to emails seem scared to post accurate information into an email. I feel they fear getting the company in trouble by giving the accurate dates and amounts. I cannot close my account with this company, they are reporting me negative to credit bureaus and I do not want them any more. I need help. I have not even used this service for over 5 years. I want it closed as of jan 2023 and refunded anything paid to keep my credit cleared since then.

  Business Response

  Date: 03/28/2024

  In response to BBB Complaint ID ********, Thank you for bringing your concerns to our attention. We have received your request to cancel our service. Upon review, we acknowledge that you signed a 66-month security contract with us on July 19th, 2019, with an expiration date of January 19th 2025. To ensure transparency, we have mailed you a copy of the contract for your reference. As a company committed to customer satisfaction, we are eager to understand your reasons for wanting to cancel so urgently. Our goal is to address your concerns and explore potential solutions that meet your security needs while maintaining our relationship. To facilitate this process, I have assigned your cancellation request to our dedicated Customer Care Representative, Natasha L****. Natasha will reach out to you promptly to discuss the cancellation procedure and explore alternative options to address your security requirements. We appreciate your patience and cooperation as we work towards resolving this matter to your satisfaction. Should you have any further questions or concerns in the meantime, please do not hesitate to contact us directly.

• Initial Complaint

  Date:03/20/2024

  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.

  We had service with SHS from 7/2017 to 7/2022. I declined to renew the contract on 7/2022 and was placed on month-to-month. However, they have continued to bill me after I canceled the contract. I have spoken to serval representatives that state I do not have a contract. They will not stop billing me and the SHS service does not work in my house. I currently have a bill for $900+. I have spoken to several representatives who stated they would turn my service off but I still received bills. I have called over 20 times and sent over 30 emails over the past 1.5 years to get these issues resolved. I request to stop service, billing, and remove charges from my account. Customer# ****** Invoice ********.

  Business Response

  Date: 03/19/2024

  This is not my customer , Safe Home Security is based out of ********** * **  ###-###-####  customer service - this is the only office that this customer should be dealing with .

  Regards

  * ****

  Business Response

  Date: 03/21/2024

  The account has been cancelled without further obligation.

• Initial Complaint

  Date:03/19/2024

  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.

  I was sent a text from who I thought was ***. The text was to upgrade my system, because my system was going to not be used unless I upgraded. I still have the fraudulent text saved on my phone that proves I was scammed. They came to my house and changed out my system, and then I found out they weren't ***. I called *** that day and informed them about the scam. They were aware of the scam and changed everything back to the way it was. Safe Home keeps trying to bill me, and now have placed a collection on my credit. I have uploaded the scam text I received from Safe Home Security posing as ***.

  Business Response

  Date: 03/22/2024

  *
  
  ***** *** ****
  ******* ****
  ******* *********** **********
  ****** ******** ******* *** **** *** ****** *********************
  ** ****** **
  ********* ** *****
  ********** ************ ******* ********
  **** ****** ******* ********
  **** *** *****
  My name is Caden, and I am the Customer Experience Manager for Safe Home Security. On behalf of Safe Home,
  I would like to thank you for allowing our office to review and respond to this complaint. I will provide you with our
  company’s position in the ensuing paragraphs of this response.
  We initially wanted to advise your office and the complainant that based on the totality of the circumstances and
  some apparent misunderstanding, we had previously agreed to cancel the complainant’s agreement prematurely
  and with no further monetary obligation. This agreement was made when Safe Home Security was notified of the
  pertinent issue via email from the complainant. Specifically, I wanted to advise your office and the complainant that
  the complainant’s alarm system will no longer be monitored once the complainant’s agreement with afe Home is
  canceled. When a system is no longer monitored, this means that Safe Home and its affiliated monitoring companies
  will no longer be providing any emergency dispatch. Please be advised that a full refund will be sent to the
  complainant for any payments that were made at the time of sale and installation.
  Regarding the complainant's request for a correction to their credit report, Safe Home Security is prepared to provide
  assistance in this matter as well. To initiate the correction process, the complainant should contact the credit
  bureaus directly to formally request the removal of the report from their credit file. Upon receiving communication
  from the credit bureaus, Safe Home Security will promptly cooperate with the applicable agencies to facilitate the
  removal of any erroneous information from the report.
  While we have authorized the premature cancellation of the complainant’s agreement with our office, we kindly
  request the return of the equipment. To facilitate the retrieval process, our office will be communicating with the
  complainant regarding the scheduling of a time and date for retrieval. As an alternative means of returning the
  equipment, we are willing to send the complainant a pre-addressed and pre-paid label for the complainant to return
  the equipment without our assistance personally.
  We thank you in advance for your anticipated review

• Initial Complaint

  Date:03/12/2024

  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 with SHS for 10 years.
  My alarm head unit started beeping loudly and continuously. I was informed the battery was low, but they wouldnt send a tech out for another month. All the time, the alarm would beep every 60 seconds. It was like water torture. I work from home, and had to relocate my office.
  
  on Dec 20th, all smoke detectors and head unit went off continuously. On calling them, they said they couldn't look into it until Jan 19. They then failed to show. I cannot live with 2 small kids without CO2 and Smoke detectors, and so had to create an alternate setup.
  
  On speaking to the help desk and cancellation teams, they say i need to wait until 2026 to cancel my contract. The say there is no possible escalation.
  
  Given the terrible responses and service, i just want to terminate from this horrible company

  Business Response

  Date: 03/18/2024

  Safe Home Security acknowledges receipt of the client's
  request to cancel the alarm service due to perceived delays in handling a
  service request.
  
  Timeline of Events:
  
  -On December 22nd, 2023, the client reported to a company
  representative that all of their smoke alarms had been triggered, resulting in
  constant beeping.
  
  -A service technician appointment was scheduled for January
  18th, 2024, as communicated by our company representative.
  
  -The client expressed urgency for a sooner appointment, and
  January 15th, 2024, was offered. However, due to scheduling constraints, this
  date was lost on January 10th, 2024, and the appointment was reverted to
  January 18th, 2024, as per the client's confirmation.
  -The day before the scheduled service, our dispatch team
  called to confirm, but the client indicated that a service call was no longer
  needed.
  
  Service Policy:
  
  Safe Home Security's timely service policy stipulates our
  commitment to completing servicing of our clients' systems within 30 days of
  notification of an issue. In this instance, the client notified us on December
  22nd, 2023, and the service was scheduled within the 30-day window.
  
  Cancellation Eligibility:
  
  Given the adherence to our service policy, the client is not
  eligible for a penalty-free cancellation. The client would be responsible for
  90% of the remaining contract balance, which amounts to $1418.27.
  
  Next Steps:
  
  We await the client's response and remain committed to
  providing our services. As of March 11th, 2024, the client's system continues
  to report to us.
  
  Princess B***
  Manager, Retention

• Initial Complaint

  Date:03/12/2024

  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.

  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, and my account closed without penalty.

  Business Response

  Date: 03/18/2024

  Safe Home Security acknowledges receipt of the client's
  request to cancel their service.
  
  Upon reviewing the recordings of the client's call on
  February 19th, 2024, requesting help with her system beeping due to a low
  battery, it was noted that the client was provided with a firm service date of
  March 7th, 2024. However, it should be clarified that for her particular area
  in Arkansas, we utilize a subcontractor for servicing, who provides a fixed
  date and time for service, with us simply allocating a slot on their schedule.
  
  We sincerely apologize for any misinformation and
  inconvenience caused to the client. In recognition of this, we would like to
  offer the client a $60.00 panel battery replacement, as well as a month of free
  monitoring.
  
  Furthermore, it's important to note that the client signed a
  contract in March 2021 for a duration of 60 months, at a rate $5.00 higher per
  month, in order to receive a necessary communication upgrade from 3G to 4G. The
  call recording from the day the client signed the agreement was reviewed, and
  it was confirmed that the contract was sent to the email *****************. The client faced some
  difficulty logging in but eventually succeeded, completing the document.
  Additionally, assistance was provided with her non-working alarm app. The
  client has an obligation to this agreement. The contract cannot be cancelled
  penalty free.
  
  We’d like the opportunity to promptly arrange for the panel
  battery to be replaced and ensure that the client's needs are addressed
  satisfactorily. We appreciate the client's understanding and patience in this
  matter
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************* *****
  ************************************
  ***************************

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am writing to express my profound dissatisfaction and concern regarding SafeHome Security's continued negligence and unsafe practices. My dealings with this company began in January 2023, initially over issues related to my father’s non-functional security system. Despite assurances of resolving these concerns, not only have they failed to provide the necessary support and communication, but they have also introduced new hazards into my home. During a recent installation of a new security system, technicians left exposed, live wires protruding from my wall, carelessly advising me to "ignore" them. This negligence has endangered not only my life but also my sister’s, demonstrating a grave lack of understanding and care for the specific security panel we were dealing with.
  
  I have documented evidence, including photographs of the shoddy installation and audio recordings that capture the dismissive response to our concerns about the exposed wires. After highlighting these safety issues, I was promised a callback, yet it has been over three weeks with no attempt at communication from SafeHome Security. This pattern of irresponsibility and disregard for customer safety has been consistent since my initial contact with them. My multiple requests for a qualified electrician to rectify this hazardous situation have been blatantly ignored.
  
  Given the severity of this situation, evidenced by both visual proof and audio recordings that encapsulate their disregard for our safety concerns, I am compelled to demand the immediate cancellation of my account. SafeHome Security's pattern of negligence, especially after promising to address previous complaints, is alarming. I urge the BBB to take appropriate action to prevent future negligence and ensure that no other customer faces such dangerous and frustrating circumstances.
  
  Thank you,
  ******* *********

  Business Response

  Date: 03/12/2024

  The account has been closed, with no further financial obligation/,per the customers request. Please be aware  monitoring of the  system will also end 

  Customer Answer

  Date: 03/13/2024

  Hello,

  I would also like credit for all the non service days which began January 2023-present. When can I see this credit reflected? When will my dad see these credits reflection his bank statements?

  Would you like me to send you the recording of our 2 hour phone call?

  Thank you,

  ******* 

  Customer Answer

  Date: 03/13/2024

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

   

   

  Complaint: ********.

  I am declining the provided response due to the omission of details regarding a refund to my father. This refund, in the form of a check, is owed for the complete lack of functionality of the service, including non-operational door sensors and an outdated panel that required replacement. I noticed there is a credit on his account. I want  to know what he was paying each month first. So that I can verify the correct credit amount that is owed to my dad. This credit should include the amount owed to my father company for over a year of non service and want it in a form of a check. Or a refund to his original payment method.  When can he expect this check? Additionally, during a phone conversation with the technician, I was assured of a hardship credit. I am willing to provide the audio recording of this conversation if necessary.
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 03/28/2024

  A refund in the amount of $370.94 has been requested for the months paid without service to be returned to the payment method. Please note it can take up to 30 days for the refund to reflect. 

  Customer Answer

  Date: 03/28/2024

  
  
  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:03/07/2024

  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.

  Customer ID ******
  I signed up for a house alarm service with ******** ******** *** (that is their business name at that time) on Sep 2018
  Everything working fine for about 15 months then the problem starts. We start getting a loud noise alert about low battery sensors and eventually their system stop working.
  I called in to ask for help, and I was told by a customer service that I will have to pay $75 for technician to come out, and I also have to be responsible 100% for the cost of whatever that need to be fixed. What???? I pay $55 dollar a month for them to monitor the house. Should it be the company responsible to make sure their equipment working properly in order to provide security service right?
  I realized this company is a scam so I wanted to cancel my service with them. I emailed them my cancelation on February 2021. They required me to pay for the remainder of the contract (which is 5 years) to get out. This is ridiculous, their equipment stop working after 15 months. They cannot provide the service since their equipment stop working, why do I still have to pay for the service?
  On March 2024, I decided to call them back because I really wanted to end this. Joe, the one who helps me was trying to get me to renew the contract for another 3 years. He told me in order to cancel, I have to pay 90% of the current bill which is $2,550. But if renewal, I only pay less than $900. He promise I won’t be disappointed with their service this time!!!!! When I bring up about the free month promising, he said I should have called in and they would have given it to me. What??? I have to call in to get something that they promised to give me? When I said the company should be responsible for the cost of fixing their device, to have their system operated properly in order to provide their monitor service to the customers. Joe said, yes in fact, the company is covering the cost to replace the battery, so turn out the customer service I talked to 5 years ago told me the wrong information? What I was told before is totally different than what he is telling me now??? I do not trust this company again!!!!! He keep urging me into contract renewal rather than let me cancel. He then transferred me to his manager, I forgot the manager name. Same thing, the manager tried to convince me to renew the service so he can lower my bill! Well, i hanged up the phone.
  I did a quick research online about the company and found out they have lost to several lawsuits, and was not a licensed alarm business between December 2018 to October 2020. How can a corrupt business like this still exist? Recently, February 2023, Safe Home Security required to pay $1.8 million and to waive and forgive $4.7 million of outstanding debt to ************* consumers due to “prevent consumers from canceling their contracts, charged consumers for services when their systems were not working and engaged in aggressive and illegal debt collection practices”. Well, they about to face another lawsuit from me with exactly same reason!
  Let’s our voice be heard, ***** consumers, let’s join me to end their untruthful business. This unfair and unlawful business has to stop!!!! Together, we will fight for this until they do the right thing! To those who want to join me, ******* ** ** ********************
  ****************************************************************************************************** ************************************************************************************************************************************************************ ***************************************************************************************************************************************

  Business Response

  Date: 03/15/2024

  BBB Complaint # ********
  
  
  In response to ***** ******, we reviewed account and found
  signals we being received up until July of 2022. This system was installed in
  2018. We have no problem allowing Mrs. ****** to buyout of her agreement for
  the time she was receiving signals
  
  This debt is valid and we will continue to attempt to
  collect the past due amount.  We are not adverse to working with the
  client which is why we will allow the buyout to be from the time she was
  installed up until the time she stopped receiving signals.
  
  Please reach out to Matt D****** at ###-###-####

  Customer Answer

  Date: 03/22/2024

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

  This is what the company said: "the signals were being received up until 07/2022"... "allowing Mrs. ****** to buyout of her agreement for the time she was receiving signals"... "allow the buyout to be from the time she was installed up until the time she stopped receiving signals" .

  My installment is on 09/2018. So according to what they said, the time i received the signal is from 09/2018 to 07/2022. I paid them monthly for the service until Nov 2022. My last payment with them is on Nov 2020, therefore, my buyout should be from Dec 2020 to July 2022 which come up to $979.8  (48.99 a month * 20 months)

   I willing to pay that amount to settle this however when i called up the company, they still insisted me to pay for the current bill which is $2,255 and worst, the bill is increasing every month because they don't let me cancel. 

  i called that Matt who responded to this complain and left multiple voicemail and he never call me back. So they don't honor what they responded here.

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

  Business Response

  Date: 04/08/2024

  Complaint: ********
  
  
  In response to the customers rejection, we are not adverse to
  working with the client and will propose a one-time final offer of 1250.00 to
  close-out the account as a courtesy.
  
  The customer can reach out to the director of service and sales
  Jevaun P******* at J****************** 
  or ###-###-#### Ext. ****. This offer is good through 4/26/24 and will close
  out the account excusing the balance in full.
  
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** ***
  *********** *** *****
  ************
  ****************************************
  ***************************