Security Systems
Safe Home Security, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Safe Home Security, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 508 total complaints in the last 3 years.
- 208 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:07/11/2025
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was attempting to cancel the service my mother had with this company and first contacted them in May as she was in hospice and not expected to live much longer. At the time, nothing was said about my mother having an annual contract with them. Furthermore, as she was in the hospital in August 2024 as well as September and a transitional care unit in September and October and entered hospice at a care center where she remained from November-June 7, 2025 (date of death). In other words, it would have been rather difficult for her to renew this contract!
That is not my issue, however. The payment was on auto-pay and it looks like she was current.
My problem is that despite this company knowing that my mother is deceased, despite knowing the house has a signed purchase agreement with a closing date of 8/16/25, the company continues to contact me in an effort to renew the contract. I am literally being bombarded with personal emails (not auto-generated) insisting that I need to continue using their service in order to “protect” the house.
I am attempting to settle my mom’s estate therefore it is critical for me to accept phone calls, get confirmations of cancellations in writing, etc so blocking isn’t the answer.
I have tried to resolve this by making it quite clear I have zero interest in doing business with them multiple times. I have also made a complaint to the business and was assured it would not happen again. That didn’t work either as this behavior has continued.Business Response
Date: 07/18/2025
**** **** ********* ****
**** ****** ******
*********** ** *****
***** **** ***** ****
*** ******* ** ******* *******
** ******** ** *** ********* ** ********We would like to begin by offering our deepest condolences on the passing of *** ******* *******. We understand how difficult it can be to navigate the responsibilities of settling a loved one’s affairs during such an emotional time, and we sincerely apologize for any additional distress caused by our communications.
We also regret that our representatives did not respond with the level of compassion and sensitivity that this situation warranted. Please know that we take this matter seriously and will address it internally to ensure our communication practices reflect the respect and empathy our clients and their families deserve.
We are writing to confirm that ******* ********* account is currently in the process of being closed, and there will be no further billing obligations associated with this account moving forward as of this communication. Any future outreach attempts regarding renewals or continued service should cease immediately, and we will ensure that no further contact is made to the family in connection with this account.
If there is anything else we can do to assist you during this time, please don’t hesitate to contact us at ###-###-####.
Once again, please accept our heartfelt apologies and our sincere sympathies for your loss.
Sincerely,
Princess B***
Manager, Retention
Safe Home Security, Inc.Customer Answer
Date: 07/18/2025
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:06/30/2025
Type:Billing IssuesStatus: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.
Canceled contract 3 years ago and still being charged.Business Response
Date: 07/09/2025
In response to BBB complaint# ******** the customer has a
past due balance prior to receiving the request for cancellation. although we
can attempt to collect the full balance, we are willing to offer a time payment
of $750.00 to closeout this account. please reach out to the name below to
remit payment and closeout this agreement.
Jevaun
P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
******* ***** ********** ****** * **** ** **********
****************************************
***************************Initial Complaint
Date:06/25/2025
Type:Billing IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed a 66-month home security contract with SHS approximately five years ago. After two years of on-time payments, I contacted SHS to cancel. Despite being legally allowed to cancel under ***** Occupations Code **********, SHS refused my cancellation request.
During a phone call, SHS told me I would have to pay $2,000 up front and continue paying $75/month for another 5 years just to cancel. I then removed the equipment from my home and stopped using the service. However, SHS has continued billing me — and now claims I owe over $4,200, despite providing no service for the last 3+ years.
I believe this billing is unlawful and a violation of my consumer rights under ***** law. SHS refused to stop billing even after I canceled and removed their equipment.Business Response
Date: 06/27/2025
In response to complaint # ********,
The client requested cancellation prior to fulfilling the
contract terms signed by the customer. This debt is valid and we will continue
to collect for the primary term of the agreement.
Please reach out to the name below for arrangements.
Jevaun P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************Initial Complaint
Date:06/25/2025
Type:Service or Repair IssuesStatus: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.
Was scammed into purchasing a home security system that didn't exist. The installer came to my house and seemed to be casing it, also.Business Response
Date: 06/27/2025
In response to complaint # ********. The customer is
responsible for the primary term of the agreement. This debt is valid and
further collection activity will ensue.
Please reach out to the number below to resolve this matter.
Jevaun P*******
Managing Director of Sales and Service
Safe Home Security
**** ****** ***
*********** *** *****
************* *****
****************************************
***************************Initial Complaint
Date:06/24/2025
Type:Order IssuesStatus: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 76 years old and a vietnam veteran. I've been a customer of Safe Home Security since 2011. Due to declining health of my own and my wife being diagnosed with lung cancer i submitted a hardship letter requesting cancellation on 6/16/2025. I followed up multiple times. Despite repeated calls and emails, I have not received a response. I am seeking assistance to end this contract without penalty and stop future billingBusiness Response
Date: 07/08/2025
Safe Home Security, Inc. acknowledges receipt of the complaint submitted by *** ***** ******* regarding the cancellation of his monitoring services.
We have reviewed the account and confirmed that there is a current monitoring agreement in place through September 2027. We understand *** *******’ concerns and sincerely empathize with the challenges he and his family are facing.
To provide personalized assistance, Senior Account Manager Teri N**** will be reaching out directly to *** ******* to discuss his account and explore potential options related to his cancellation request. Our goal is to ensure that we work toward a fair and reasonable resolution while honoring the terms of the existing agreement.
We appreciate *** *******’ long-standing relationship with Safe Home Security and thank him for bringing his concerns to our attention.
Business Response
Date: 07/10/2025
Upon further review of the account, we found that *** ******* entered into a renewal agreement that extends through September 2027. As such, we are unable to cancel the contract at this time without penalty, in accordance with the terms of the signed agreement.
However, in recognition of the hardship *** ******* and his family are currently facing, Safe Home Security has applied a three-month service credit to his account. This credit will cover the next three billing cycles and is intended to provide temporary financial relief during this difficult period.
We appreciate the opportunity to review and respond to this matter, and we encourage *** ******* to contact our Customer Relations Department at ###-###-#### to discuss additional support options or if there are further questions.
Initial Complaint
Date:06/20/2025
Type:Order IssuesStatus: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 are trying to cancel our security service with this company. I first contacted the company in May to cancel and they said they would call to confirm details of cancellation. We are not refusing to pay a buyout. We simply want a statement for how much is owed on the account so we can close it. The company is saying we aren’t allowed to do that. I emailed them on Monday with more details and instructions to close the account and have not received any information back from them. I need the statement by July 19th in order to process a buyout paymentBusiness Response
Date: 06/25/2025
Good morning,
Attached is the customer’s buyout. In order to proceed with closing the account, please ensure the following items are submitted:
1. A buyout letter addressed to Natalie ********* "Billing Department"
2. The final payment
3. A cancellation letter (as we currently do not have one on file)Thank you.
Initial Complaint
Date:06/10/2025
Type:Order IssuesStatus: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.
* Around March not sure of the excact date. I was taking medicine from my surgery back in February. I was not feeling good when they popped up!
* The amount of money might have been between $200 to $400 dollars for now but could be 1,300 more dollars later on! I have to pay out of the pocket to get reactivated with the real *** and get the proper equipment and true security!
* Basically they told me that they are affiliated with *** and they I qualify for a free upgrade.
* Come to find out it was all a lie! I was scammed out of my equipment and credit card!
I spoke to Safe Home Security a couple of times about my unhappiness with everything! From start to finish, unsatisfied, disappointed, and frustrated, and mislead! I don't trust them at all!
* Last time I spoke to Safe Home Security was on 6.09.2025. They said they were going to call me back, but I never received the call, and not even the next day! Still a no call from SHS!
* I have two contact phones numbers listed below to reach out to them for help!
***********
***********Business Response
Date: 06/25/2025
Good morning,
Attached is our response to the complaint filed by customer ****** ****.
Thank you.
Initial Complaint
Date:06/09/2025
Type:Order IssuesStatus: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 the co Power of Attorney and Executor for the estate of ****** ** **********. He has a home security monitoring contract with Safe Home Security that runs through Jan 2026. *** ********** no longer resides at his former home at ** ******* ****** ******** ** ***** as he is now housed a permanent 24 hour care nursing facility after having 3 strokes, advanced dementia and lyme's disease. There is absolutely no chance of him ever returning home therefore we need to cancel the policy he has with Safe Home Security. I contacted them- they asked. me to provide a letter stating all of the above as well a copy of the Power of Attorney document which I emailed them. i have reached out 5 more times to get this policy cancelled and they refuse. ****** ********** does not have the finance to pay on the remaining 8 mths left on the contract. I have politely and repeatedly asked for their mercy to simply cancel the policy but they won't. This is extremely, stressful, emotional, struggling time for my family and we have far more pressing important things to focus instead of trying to cancel this alarm service. They asked inappropriate questions about the status of the home, occupants, and if ****** has enough equity to pay for their monthly fee. He is a eldery man who is on an extremely tight fixed income that now goes to his 24 hr care outside the home. Their responses are below. PLEASE PLEASE PLEASE Help us as they have so uncooperative and so unyielding in these extenuating circumstances.
Business Responses:
The agreement expires January 2026. You would owe up until that point or to the date of sale if the home is being sold.
Received to emails with this message.
The ticket has been closed
The ticker has been closed.
Doug H*******l
Vice President at Safe Home Security - called me and left me a terse voicemail, I called him back and he hasn't responded. His voicemail said he can't cancel a policy just because I deem it so.Business Response
Date: 06/16/2025
This is a duplicate complaint as one was filed with the ***** ****** **. *** ********** was provided options to resolve the outstanding balance on this account. We have had extensive exchanges with the ** ** and the final offer from our standpoint was 50% of the balance that would be due to close. The client still owns the home currently.Initial Complaint
Date:06/05/2025
Type:Billing IssuesStatus: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 reaching out regarding the ongoing issue I have been experiencing with Safe Home security since early May 2025. Initially, I spoke with Adrianna to arrange for a replacement unit, as my current one is not functioning. During that conversation, Adrianna also assured me that a new account would be created in my name, given that my grandfather has passed away.
Since our initial discussion, I followed up with Arraya on May 16th for a status update on the new system. However, despite multiple attempts, my husband and I have received only vague explanations, with no concrete progress on resolving the matter. After numerous calls, we still lack both answers and the security we require.
On May 29th, we spoke with John to request the cancellation of the new system and account due to insufficient communication. We have spoken to John multiple times. While John attempted to persuade us to remain with your company, we declined and reiterated our request to cancel. At that time, I specifically asked for written confirmation of the cancellation via email. As of today, June 4th, no such confirmation has been received.
I have followed up on May 30th and again on June 3rd, only to receive no further explanations as to why the requested confirmation has not been provided. At this point, I require written confirmation of the cancellation immediately, or I need to speak with someone who can resolve this matter without any further delay.
Given the excessive amount of time I have spent seeking a resolution, we have since moved forward with another company and wish to put this matter behind us. We continue to receive failed test notifications, which suggests that our account has not yet been successfully cancelled.Business Response
Date: 06/16/2025
** ******** ** *** ** ********
We at Safe Home Security have been in review of the account located at **** ***** *** ****** *******. Upon review of the account, we at Safe Home have offered multiple solutions to *** ********* to address her concerns, regarding the transition of the account into her name following the passing of her grandfather. Unfortunately, our efforts were delayed due to the inability to pull *** *********’s credit, which is a necessary requirement when establishing a new account.
We understand the client’s frustration with the delay in communication, and we regret any inconvenience this may have caused. While our team attempted to continue the process and maintain communication, *** ********* ultimately declined our proposed resolutions and expressed her decision to cancel.
At this time, we will accept this letter as the formal request for cancellation. We can confirm there are no further financial obligations on the account. Please allow up to 30 days for the account to be fully closed.
Initial Complaint
Date:06/02/2025
Type:Billing IssuesStatus: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 contract with Safe Home security since 2020. I have always maintained my payments on time and have no previous issues with my account. However, I have encountered significant difficulties in my attempts to cancel my services due to relocation and paying off my remaining balance.
I first contacted the company on April 17, 2025, to initiate my cancellation process. Since that date I have multiple attempts to follow-up including calls and emails on May 2, May 5, May 7 and May 8. I provided the necessary cancellation request letter, and closing documents to verify my move. Despite these efforts, the company has failed to process my request appropriately.
On May 8, I formally requested a payout amount and sought to submit the payment in full to settle my obligation. However, I was informed that I could not proceed with the payment at the time due to management needing to process the cancellation. Despite my attempts to resolve this matter, the company has continues to take automatic payments from my account. Furthermore, my credit report reflects a previous issues from January 2025, which the company admitted on recording was caused by their system's error.
I have fulfilled my contracts obligations and have made good-faith effort to cancel my services while settling my remaining balance. The failure of Safe Home Security to properly handle this matter is unacceptable, and their continued billing practices are causing financial hardship and unnecessary distress. I request that the company immediately stop automatic payments, process the cancellation and rectify this situation accordingly.Business Response
Date: 06/16/2025
Response to BBB Complaint ID #********
Safe Home Security acknowledges receipt of the complaint submitted by client ******* ***** regarding her request to cancel monitoring services.
We confirm that *** ***** submitted a cancellation request on May 9, 2025, and provided documentation supporting the sale of her home. In accordance with the terms outlined in the Alarm Monitoring Agreement currently in effect, this notification is being treated as formal 60-day notice to terminate the agreement.
Per the contract terms, the account will be closed upon completion of the 60-day notice period. At this time, no further action is required from the client, aside from the payment of the remaining balance due under the agreement. Based on a contractual obligation of up to 90% of the remaining terms, the amount due is $314.95.
We kindly ask for the client's patience during this process and appreciate her cooperation as we work to complete the cancellation in accordance with the agreed-upon terms.
Thank you for your time and attention to this matter.
Sincerely,
Princess B***
Manager, Retention
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