Complaints

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

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• 

  Safeguard America

  1125 Middle St Middletown, CT 06457-1526

• 

  Safeguard America

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

• 

  Safeguard America

  P O Box 60513 Saint Louis, MO 63160

• 

  Security Systems Inc

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

• 

  Safeguard America

  55 Sebethe Dr Ste 201 Cromwell, CT 06416-1054

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

• Initial Complaint

  Date:03/05/2024

  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 am being charged and receiving monthly payments for services I’ve never had or received nor I am not receiving to date.
  I am requesting a bill adjustment and prevention of company harassment about services I do not have and charges I never incurred. Each month the bill is increasing which is a scam on older adults.

  Business Response

  Date: 03/14/2024

  Regarding BBB ID ********:
  Safe Home Security acknowledges receipt of the complaint filed by ******** ****. After a thorough examination of the account, it has been determined that this complaint is a duplicate submission by the client. The initial communication was received in March of 2023 through the client's attorney. Attached, is Safe Home Security's response along with the offer extended to Ms. **** in 2023 concerning this matter.

  
  It is imperative to note that despite the offer made to the client, it was regrettably declined. Furthermore, it is crucial to emphasize that the terms stipulated within the agreement remain legally binding. A copy of the agreement is attached for reference.

  
  Safe Home Security maintains its commitment to facilitating a mutually beneficial resolution and stands prepared to collaborate with Ms. **** to address the outstanding balance. We eagerly await her response as we strive to achieve a satisfactory outcome.

• Initial Complaint

  Date:03/04/2024

  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.

  Safe Home Security has not stopped billing me for services not used after a few months after contract. They were advised about the issues my cameras were having and nothing was done, no one was sent to fix it. I stopped payments because they were still billing me and now I owe them $4,000 and it has affected my credit score badly. Calls were made, no answers. Emails were sent and no answer. Certified mail was sent to cancel automatic contract renewal and only thing in the mail I was receiving from them was a bill. At this point I don't know what else to do.

  Business Response

  Date: 03/14/2024

  
  ********* *** ** *********
  
  Safe Home Security has thoroughly reviewed the complaint submitted by Ms. ******* ***** ****** and her account. Ms. ****** has cited issues with the cameras and expressed her intention to discontinue service due to non-utilization of said cameras. However, it is imperative to clarify that our service agreement pertains specifically to the monitored alarm system installed at the premises, distinct from the camera system which operates under self-monitoring protocols by the client.
  
  Upon review of the account records, it has come to our attention that Safe Home Security received communication from Ms. ****** on June 19, 2019, indicating her decision to terminate services as she switched to an alternative provider. Notably, there was no request made for servicing of the cameras during this communication. In accordance with the terms and conditions in the attached agreement, the outstanding balance on the account remains due.
  
  Safe Home Security is willing to collaborate with Ms. ****** in addressing the outstanding balance. We eagerly anticipate her response as we endeavor to reach an amicable resolution.

  Business Response

  Date: 03/14/2024

  Attached is the agreement referred to in our response. 

  Customer Answer

  Date: 03/18/2024

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

• Initial Complaint

  Date:03/04/2024

  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.

  January 24, 2024 I contacted Safe Home Security. My services originated with **** **** who sold the services to Safe Home during my contact with them. ******* upgraded my wifi and my password was changed and my security devices failed to work - cameras, door locks, door bell, etc. (this is a smart home). When I called, I was told that I do not have a warranty so no one could come out to fix my issues so I said fine, I will get the warranty service after hearing the cost of $80+ When they sent someone out to fix, they were only able to service a few things but some things still don't work correctly and the individual told me he didn't know how to fix, I should have whoever installed come out and fix. I contacted that provider today and realized I do not even know when my contract ends with Safe Home because when they acquired from Toll, they requested my credit card and I've gotten nothing for a couple of years. I received my contract and see that it wasn't a warranty add on, it was a new contract for a period of 60 months with warranty added. I should have been informed that this was a new contract overall for a period of 60 months because I received a warranty contract for the docusign executed. This guy Lucian was so unprofessional and I let it go because I needed (desperately) to get things fixed. He called me sweetheart, told me I lived in America when I simply stated I couldn't understand why I couldn't update my wifi password online and questioned if the technology was legacy - seriously, he said "You live in America sweetheart" I told him not to call me sweetheart and he started yelling at me & I needed someone to come out so I remained silent until I think he realized I wasn't going to argue with him. I told the person who came out about my conversation and he said the support team wasn't the friendliest.

  Business Response

  Date: 03/15/2024

  Regarding BBB ID ******** submitted by ***** *******:

  After a thorough examination of the complaint and Ms. *******'s account, it has come to our attention that the matter in question was successfully addressed on March 5th by Safe Home Security Representative, Ms. *** *******. According to the detailed notes provided by Ms. ******* in the account, a review was conducted, and the agreement pertaining to the warranty increase was duly removed, reinstating the previous agreement signed in 2022. Subsequently, an email notification was dispatched to Ms. *******, apprising her of the implemented changes.

  In light of the aforementioned resolution, we kindly request that this complaint be marked as resolved.

  Thank you for your attention to this matter.

  Customer Answer

  Date: 03/15/2024

  
  
  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:03/01/2024

  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.

  Alarm stopped working on May 3, 2023. I called the alarm company several times for service with no resolution. Finally, I was told someone could come out ONE DAY ONLY in June and I told them I was going on vacation. They offered ONE DAY ONLY in July and it was also a date I could be home and I repeatedly asked for other dates which they refused and said they only had one tech on one day that did repairs. They offered to see if they could look for other dates and call me back, which they never did. I tried calling after with zero help or resolution. I finally sent a letter on August 30, 2023 stating that they broke their fiduciary responsibility to me and I was terminating the contract. You see the replies as follows. I spoke to another man about the bill and he said he would get back to me, but because I went with another company he threatened to go to the ******** ******* because what I did was illegal. He also said that offering me ONE DAY ONLY in a month was completely within their right of fulfilling repairs and their legal responsibility and it was my problem if I couldn’t make the date. My initial contract was with TBI (through our builder) and they sold it once if not twice over finally to SHS. They’re claiming I own them money from when my alarm was not working and I think this is wrong and I tried to resolve this issue several times myself to no avail. I would like to have a zero balance, my contract voided, and any negative collection charges removed from our credit score. Thank you for your time and consideration with this matter.

  Business Response

  Date: 03/14/2024

  In response to BBB ID ********, we, at Safe Home Security, have thoroughly examined the complaint submitted by ****** ***** and conducted a comprehensive review of her account. Our investigation revealed that a service appointment was indeed scheduled for June 22, 2023. Regrettably, it appears that there was a delay in fulfilling the service request as per our standard procedures.
  
  Upon careful scrutiny, we have determined that it is appropriate to proceed with the cancellation of Ms. *****' account. I have initiated the necessary steps to process this cancellation, which we anticipate will be completed within the next few days. Additionally, we will be submitting a request to remove any associated credit reporting entries pertaining to this matter.
  
  Following the cancellation process, Ms. ***** will be relieved of any further obligations to Safe Home Security. We are committed to addressing this issue promptly and ensuring a satisfactory resolution for all parties involved. Should Ms. ***** require any further assistance or clarification, we encourage her to reach out to our customer service team.

• Initial Complaint

  Date:02/29/2024

  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 continue to be moved into longer and longer contracts without my approval with this company. I have been fighting for over a year to cancel our services. We no longer even live at the address that are billing us for!! They are rude, they hang up on me, they make empty promises and I have proof of everything. They forged my signature on a 60 MONTH contract even after I made requests to cancel the services. This company is horrible and we are not alone in this. I have several neighbors that have been struggling as well. Please help us. We are also submitting a police report in regards to the fraudulent signature. Please help.

  Business Response

  Date: 03/05/2024

  The account has been cancelled, with no further financial obligation 

• Initial Complaint

  Date:02/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a contract with this company 4 years ago for monitoring services. I had so many problems with false alarms until my city started to charge me for the false alarms. I reported to them that I was being charged and nothing was done so I ended my contract. These people are still charging me 4 years later for monitoring services that I ended . I contacted them and I was told that I had to send in writing that I was ending the contract that had already ended so I did that. However that didn’t work either so I have a bill that was 250.00 that has turned into 4000.00 and it being reported to the credit bureau like I really owe them for service. These people has not monitored my home in 4 years and they just won’t stop. I wish today I had never answered my door to these people they had been a nightmare for 4 years. They are a fraud and they are defrauding the elderly. They used hard sales tactics to get me to get their services, gave me faulty equipment and cost me money with my city police and fire department for false alarms and are harassing me to pay the 4000.00, I am 70 years old and living on a very low income and I just want them to leave me alone. They don’t monitor anything for me I have ***. Please help me to make these people go away. They are harassing the elderly…. Please help

  Business Response

  Date: 03/05/2024

  We made an effort to discuss options with the client who was unwilling.  We would accept payment to satisfy the original 3 year obligation or $1427.15 if the client pays it within 30 days.  We would then waive the remaining balance and close the obligation.  The client switched companies but is obligated to the original term.

  Business Response

  Date: 03/05/2024

  We made an effort to discuss options with the client who was unwilling.  We would accept payment to satisfy the original 3 year obligation or $1427.15 if the client pays it within 30 days.  We would then waive the remaining balance and close the obligation.  The client switched companies but is obligated to the original term.

  Customer Answer

  Date: 03/05/2024

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

  If you Pay the **** ** ****a the bill for false alarms of 1500.00 because your company refused to address after numerous complaints, then I will pay the 1400 you are asking. I owe my city more than I owe you for faulty equipment that was never addressed

  Customer Answer

  Date: 03/05/2024

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

  If you Pay the **** ** ****a the bill for false alarms of 1500.00 because your company refused to address after numerous complaints, then I will pay the 1400 you are asking. I owe my city more than I owe you for faulty equipment that was never addressed

  Business Response

  Date: 03/05/2024

  Please see our previous response.

  Business Response

  Date: 03/05/2024

  Please see our previous response.

  Customer Answer

  Date: 03/13/2024

  This matter is not closed until they pay the fees the **** ** ****a is charging me for False Alarms 

  Customer Answer

  Date: 03/13/2024

  This matter is not closed until they pay the fees the **** ** ****a is charging me for False Alarms 

• Initial Complaint

  Date:02/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of Safe Home since 2019 paying $45.99 monthly for our home security. On 11/25/23 another company come by our house and showed me I could get the same exact service for $20.76 monthly. The companie told me to put in writing and request that Safe Home give me the pay off amount, then they would pay the remainder of my contract. I put my request for a pay off amount in writing and sent it off the following day. I have been calling Safe Home since November 2023 leaving messages & emails but they would never call me back or respond to my emails. Finally in January 2024 I was able to contact them but the girl, named Sidney constantly kept trying to keep us with Safe Home. Sidney said they have my cancelation request on file but I canceled to early, I can only cancel 30 days before time for renewal. She said she had a meeting to go to but would call back and help us. Instead a very rude woman called about a week later. She said there will NOT be a letter sent to me with the amount of the pay off, and I WILL continue paying them $45.99 monthly until my contract ends, she stated she didnt care if that means I will be paying 2 different companies, its not her problem. I told her I would be filing a complaint but she didnt care about that either. I am willing to pay the remainder off but they will not cooperate with giving me the amount to do that and I want to know how a company can hold you hostage to a bill that WILL be paid?

  Business Response

  Date: 03/04/2024

  In response to BBB Complaint ID ********, we acknowledge the customer's desire to buy out of their Safe Home Security contract. We appreciate their preference for resolution and are committed to facilitating a smooth process from here to get the account closed. The buyout figure would be $372.52, reflecting the 90% obligation of the remaining contract amount. Please convey our commitment to ensuring a seamless transition for the customer. We aim to expedite the necessary procedures to accommodate their request promptly. If there are any additional details required or if you need further assistance, please feel free to contact us. Thank you for your attention to this matter.

• Initial Complaint

  Date:02/16/2024

  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 tried on NUMEROUS occasions to cancel my Safe Home Security account which was slated to end DEC 2023. I have written, asked to not be on auto renew and also sent a cancellation letter. They are now saying I am on a new contract until DEC 2024. This is bad business and I cannot be forced to use their services. I've been left no options but to file a complaint.

  Business Response

  Date: 03/04/2024

  In response to BBB Complaint ID ********, we acknowledge the client's request to cancel their Safe Home Security service. Upon a thorough review of the client's file, it has come to our attention that despite being presented with the option to renew service three times in the year 2023, the client consistently opted not to renew. It is crucial to clarify that choosing not to renew does not equate to terminating the service , its simply not entering into a new agreement. To substantiate our position, we have documented text message threads with a company representative supporting our claim that the client simply request to not enter into a new agreement. As of now, the client remains obligated to our service until April 2024. Additionally, there is an outstanding balance of $279.78 that must be settled to bring the account to a close. We kindly request closing this matter as resolved, given the clarity provided regarding the contractual obligations and the outstanding balance. Should further information or documentation be required, please do not hesitate to contact us. Thank you for your attention to this matter.

• Initial Complaint

  Date:02/12/2024

  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.

  In June of 2022, I entered into a contract with Safe Home Security to provide and monitoring service for home. The agreement is that I would pay a $25 activation fee and $45.99 a month for 36 months. My complaint relates to the fact that the cameras are useless and does not capture significant events. I literally fell in the driveway in front of the camera and the accident was not captured.
  I do not feel safe with this home security system and I would like to end the contract so that I can get something reliable.

  Business Response

  Date: 02/26/2024

  In response to BBB complaint ID ********, Safe Home Security is in receipt of the clients request to cancel due to issues with her cameras and their insufficient recording abilities. My name is Princess B*** and I work as a Retention Manager for the company. I have reviewed the clients account in great detail and have found that the client has expressed her displeasure with the cameras only once since her installation in April of 2022. The client emailed in to our company on October 25th, 2023 and informed us that her cameras were not recording events that she needed to go back and see. One of our customer service representatives reached out to the client the same day the email was received and aided in setting up a service appointment to help with addressing the camera issue she was experiencing. Our technician visited the clients home on October 28th, 2023. These are the notes from that call " They are **** cameras and they are working properly. Customer is not happy that the cams are not catching everything that is happening in the street. I explained to the customer that normally you don`t want to catch cars passing by because they are not on her property. She said that`s what she wants. The cam over the garage is a flood light and if it needs to be replaced by an electrician. Customer would not allow test." At this time the client is under agreement with our company until April 19th, 2025 and is not eligible for cancellation. The client will be called today by Senior Account Executive, Rebecca P******, to discuss the options available to the client in regard to resolving the camera issues. 

  Customer Answer

  Date: 02/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Safe Home Security did send a person to service the cameras but he didn't do anything. The cameras are still not functioning as expected. Many incidents occur and the events are not captured. They don't capture anything overnight, most days nothing is captured after 5 or 6 PM. There are times when the recordings don't open so that the the event can be viewed. I don't think it's the service reps position to determine what I do and do not need to see.

  I need Safe Home Security to release me from this contract so that I can enter into an arrangement with a reliable security service because clearly they are not reliable. Again, I don't feel safe!
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 03/04/2024

  In reference to BBB Complaint ID ********, we acknowledge the client's rejection of our initial response. As previously outlined, the client's request involves configuring her cameras to record beyond her property, a function not designed for our cameras. To explore alternatives, the client has engaged in discussions with our representative, Rebecca P******. Should the client's preference be to pursue cancellation, it is important to note that she is subject to a 90% obligation of the remaining contract amount, totaling $568.62. We anticipate the client's response and remain committed to addressing her concerns promptly. If further clarification or assistance is required, please do not hesitate to contact us.

• Initial Complaint

  Date:02/07/2024

  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.

  Signed up for Security System monitoring in July 2021. Term was for 66 months. Contract states early cancellation possible as long as we pay 90% of remaining amount due on contract. We sold our home and was to use the early cancellation policy and pay them the remaining balance (approx $1400). We have proof we sold our home. They are refusing to cancel the policy and are "forcing us" to continue to monitor a property owner by someone else. What a breech of privacy. We also called to verify the early cancellation policy before we sold our home and they said no problem, now that the house is sold, they are saying no. Additionally, the CS rep is saying there is nobody above her that we can speak to. No supervisor, manager, corporate office. She said everyone is in meeting for the next 2 weeks and she will leave a message and someone may call us back this year or next year! Im not sure if she get a commission if we don't cancel or what but we are entitle to cancel. We are willing to pay them the balance we just need to STOP monitoring a house we DON'T own.

  Business Response

  Date: 02/08/2024

  To whom this may concern

  After further review I see a 66 month agreement that was signed July 12, 2021. This means the agreement is due to expire January of 2027. It unfortunate that the customer would like to cancel our services early, as there are options to move their system at their new location. If the customer wishes to close this account with no further obligation a payment in the amount of $1,417.19 would need to be paid to close this account with no further obligation. If this customer would like handle this matter, please contact Safe Home Security ###-###-#### Ext ****

  Thank you for your assistance