Complaints

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

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  B Safe, Inc.

  109 Baltimore Ave Wilmington, DE 19805-2547

  
• 

  B Safe, Inc.

  679 Bridgeton Pike West Deptford, NJ 08051-1320

• 

  B Safe, Inc.

  1490 E Lebanon Rd Ste B10 Dover, DE 19901-5833

  

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:11/18/2022

  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.

  B Safe Inc bought out a company called AIC in 2022 that had sold me an alarm system at my home in Pennsylvania in 2012. Since the purchase of this alarm system, I had an annual monitoring and alarm service contract that covered all hardware that was part of my system. On August 26, 2022, while I was still covered by the service contract provided by AIC and subsequently "bought out" by B-Safe, I arranged for service that was performed on September 2, 2022. As part of this service call, a piece of hardware needed to be replaced. No one communicated that there would be a charge for this hardware or the service call, which was replaced during the term on my service agreement. This hardware replacement was needed in order to even have monitoring service provided, also under contract. B-Safe invoiced me for this hardware replacement in the amount of $300 and also invoice me at the same time for a renewal of 12-months of prepaid monitoring in the amount of $692.88. In good faith, I paid the latter invoice for monitoring while I attempted to reach out to dispute the first invoice for $300 that should have been covered under my hardware service agreement at the time it was replaced. After speaking to the service manager and accounting dept, it has been made clear that they do not intend to adjust this invoice, they have told me that the will not refund the prepaid amount of money that I sent them for monitoring service in advance, and have refused to give me the name(s) and contact numbers of management who I might be able to escalate this matter to.

  

  Business Response

  Date: 12/28/2022

  Good afternoon.  Please be advised that the monitoring services and the service plan invoice that Mr. ********** attached to his complaint is correct. He pays $692.88 annually, ($57.74/monthly) for both monitoring and his service plan. However, the service plan does not cover "end of life" equipment. It is the customers responsibility to keep equipment updated.  Please note in paragraph 17 of the signed agreement under subscribers duties, it is your sole responsibility to have working telecommunications.  The FCC had approved Verizon and AT &T to upgrade their cell towers to 5G, when the cell towers are upgraded, unfortunately most cellular devices must be upgraded, if not at the time of the upgrade, eventually, as the cell device serves as the communicator for the panel to communicate with central station.  Unfortunately, the business and the consumer are affected by these deciisons made by the FCC and will always be as technology will continue to upgrade and cell devices, personal and others, will constantly need to be upgraded as well.  

   

  On 8/30/2022, our representative, **** ******* spoke with Mr. ********* and quoted the device to him at the time of scheduling the upgrade. I have attached a copy of the invoice for your review. Please note that we did not charge our labor rate, as we recognize Mr. ********* has a service plan.  But as explained above, the device is chargeable, please note paragraph 27 of this contract. "Repair service consists of providing all necessary labor, material, parts and equipment to service the system due to ordinary wear and tear only" the need to upgrade his cellular device is his responsibility, as he must keep the equipment updated.  The new cell device was installed on 8/2/2022 and invoiced for the uplink ONLY. This invoice is due and payable.  Thank you for your consideration in this matter. 

   

  B Safe Inc.

   

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  There are a few inaccuracies in the business' response:1. Section 17 in the agreement that is being referred to has to do with telephony services and equipment that would be provided by a person or company other than the alarm company, and most likely is outdated language referring to landline equipment and service. The issue at hand in this matter is about a piece of equipment that was provided by the alarm company when the system was initially installed (and paid for) and for which a monthly service fee was paid consistently since 2012 to provide support for.2. Section 27 that was referred to in their response specifically states " Repair service consists of providing all necessary labor, material, parts and equipment to service the System due to normal ordinary wear and tear only"  The fact that this part in question needed to be replaced had nothing to do with any negligence on my part. It is a device that was purchased as part of an alarm system that failed to operate or function the way it was suppose to and should be replaced as part of the service contract. There is nothing written in the contract that says that this particular device is excluded.  In fact, the contract does list other items excluded: "battery replacement, alarm screens, wiring, light bulbs, L.E.D.'s, L.C.D.'s and foil tape". None of the items listed as exclusions include the device replaced.3. I have notes from ALL my conversations with representative **** ******* and at no time was any replacement cost or cost otherwise discussed. At the time the appointment was scheduled, no tech had even diagnosed the problem. Additionally, during the tech visit, there was no discussion or quotation of any cost or fees.
  
  
  Regards,
  Complaint ID: 18435152
   
  
  
  
   

  

  Business Response

  Date: 01/23/2023

  Please understand that we provide the monitoring services for THEIR alarm system. This is not our system, they do not rent this equipment from us. They purchased the equipment, had it installed and are solely responsible for it working and/or communicating.  The upgrade of a cellular communicator because the FCC has given approval to AT & T and Verizon to upgrade their cell towers nationwide to 5G hardly falls under "ordinary wear & tear". The consumer should be aware that these upgrades will continue to take place, not by our choice or theirs. We must adhere to the fact that technology will be forever changing and from time to time an upgrade will be necessary, just like with a consumers personal cell phone. All security providers and security customers are affected by these decisions made by the FCC and the constant changes in the world of technology. 

   

  The invoice for the upgraded equipment is due and payable. Thank you again for your consideration. 

• Initial Complaint

  Date:08/29/2022

  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.

  B Safe has been harassing my emergency contacts and I every six days since April, 2022. In March, 2022, I decided to stop doing business with B Safe for my rental property at ** ******* **** ***** ***** due to unreasonable price increase demands. They tried to intimidate me into not discontinuing. When this didn't work, they began calling all of my emergency contacts and myself at 6:00 AM every six days. The reason given for the call is to notify us that service has been disrupted. This harassment continues to this day and I want it to stop. I've tried calling their customer service to no avail.

  

  Business Response

  Date: 08/30/2022

  Good morning. We have received the complaint filed by ********* ********. Please know that the term of her contract has not been satisfied, therefore the account has not been closed. I have requested a copy of her contact list so we can remove her responding party and avoid future contact in regards to her alarm system signals. I have attached a copy of the early termination letter that was mailed to her upon her request to cancel her monitoring services. It was discussed with her at the time of her request that the terms of her contract are to March 21, 2023 as we require by contract that we receive written 30 days before the renewal term. In her case we would have needed to receive written notice on or before February 19, 2022. We received it on March 8, 2022.  Along with a copy of the signed contract, I have included the letter mailed in regards to the remaining time as well as the calculations for the early termination fee.  We would be happy to continue to provide the monitoring for this year, and cancel before the next renewal term or negotiate a settlement for the early termination fee that was sent to her of March 14, 2022.  Thank you in advance for your consideration in this matter.

   

  ***** ***** - Credit Manager

  B Safe Inc.

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:

  
  
  
  

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  I paid B Safe through April 2022. B Safe ended service to the paid property *** ******* **** *** *****) in March of 2022. If anyone owes anyone money, it is they who owe me for the months of March and April of 2022.

  B Safe also needs to accept and honor my cancellation request and leave me alone.

  
  

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  
  
  
  
  
  Regards,

  
  

  Complaint ID: 17791582

  
   
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 09/14/2022

  Good afternoon. Unfortunately, what Ms. ******** neglects to understand, is her signed contract does not end until 3/21/2023 as explained in my previous response.  The total due with consideration of the 75% default term for early cancellation is $415.35. If she does not want to transfer her services to her new home, we are happy to negotiate a settlemnet with her so we can settle this matter fairly and amicably. 

   

  Sincerely, 

   

  - BSafe Inc.

• Initial Complaint

  Date:08/01/2022

  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.

  This business has a misleading contract, that mandates a monthly monitoring service, regardless of ownership of the monitored property. The contract renews in terms of 5 years, and charges for the entirety of 5 years worth of service whether it’s provided or not.

  

  Business Response

  Date: 08/02/2022

  Please find the signed agreements attached for Mr. ****** account. The terms of the agreement have not been satisfied. There are 3 options when cancelling contracts early, which we advised to Mr. ******. He has the option of transferring his services to a new location, transferring the services into the new owners name or if neither of those options take place, he is responsible for 75% of the time remaining on his signed agreements.

  I am more then happy to discuss this matter further with Mr. ******. He can reach me directly at ***** ********. Thank you.

  Credit Manager