Complaints

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:01/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to Safe Shepherd for privacy protection services years ago. The login at the site no longer works, and there is no information available to even contact the provider. I do not see any evidence that services are still being provided. I did try in Nov'22, and again in Jan'24 to send an email to their customer support (which I found through googling) asking to have the service cancelled and to stop billing me - I have received no reply, and have now been billed twice annually since requesting stoppage of service. I am seeking to have the billing, stopped, service cancelled, and am asking for a refund of the $95/yr they are fraudulently charging for bill in Jan'23, and the one in Jan'24 (so now $190 total). When I try to log on, the page simply goes blank - there is literally no way to contact this provider for me. Online research shows many similar complaints and experiences from others. I was shocked to see the bill occur again this January'24, even through the credit card that was previously used had expired and I did not give them new expiration date on the card (I had hoped that this if nothing else would stop the charges).

  Business Response

  Date: 03/31/2024

  Hi ****** - Confirming I went ahead and cancelled your account and issued you a refund. To clarify though, we did not receive any emails from you (please see screenshot). Our ****************************** email in your account as well with a big green button that says "Email Customer Support" (also attached in screenshot). Thanks.

  Customer Answer

  Date: 04/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  For the record - the screenshot that Safe Shepherd provided is misleading - to get to that cancellation option screen you have to be logged into the account - as I previously noted, my login stopped working and I was unable to contact Safe Shepherd to get it corrected - i.e. reset password did not work, and no other mechanism was available to contact them.

   

  I am satisfied with the account cancellation and the refund.

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

  Customer Answer

  Date: 04/25/2024

  Dear BBB,

  I have not yet received the refund promised by Safe Shepherd - that refund is part of what they proposed and what I agreed to with respect to closing this complaint.  Please advise.  If unable to attain refund, would ask to reopen the complaint.

  Other question - is there a method for me to communicate with Safe Shepherd directly?  I still do not have any mechanism to contact them - no phone, email, etc.

  Business Response

  Date: 04/26/2024

  Hi there! This customer has disputed his charge with us, so we are unable to issue a refund as the funds have already been withdrawn from our account and likely back in his account. We also did not receive any emails from him stating he wanted a refund (see screenshot). We will go ahead and issue a refund for your 2023 charge. We are sorry for any trouble. 

  Business Response

  Date: 04/26/2024

  We have successfully refunded the 2023 charge. It should be back in the customer's account in 3-5 business days.

  Customer Answer

  Date: 04/29/2024

  Not sure what their screenshots are intended to show - if helpful, I can also attach the screenshots from my email at that address that were sent to them at that email address, which they clearly did not respond to.

  Regarding refund - I will wait the 3-5 days to confirm it is real, and if it comes through will happily respond and close the complaint then.

  Customer Answer

  Date: 05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They finally issued the refund.

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

  Customer Answer

  Date: 05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They finally issued the refund.

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

• Initial Complaint

  Date:12/02/2023

  Type:Product 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.

  I have had an account with ********************** since December 2012 and have been charged $13.95 per month since that time. I was getting privacy alerts one of two times per year since ***************************** December 2018 even though I moved a few times. I cannot see the website when I log on both on my phone and my laptop and get a blank screen. I emailed the company to cancel my subscription and get a refund and haven't received a reply. If I dial the phone number listed, a message asks me to state my name and that the ****** subscriber is not available. I would like to cancel my subscription and get a refund of $837 which is for the past five years ($13.95 per month) of no service and no monthly alerts from the company. Safe Shepherd has basically disappeared but has been receiving my money every month for doing nothing and no monthly alerts or contact from them. They do not respond to emails and not even sure they are still in business. Thank you.

  Business Response

  Date: 12/28/2023

  We have already agreed to issue a refund for the entirety of the year, but this customer has been receiving the service. We did a major overhaul of the website in 2020 and asked all our customers to sign into their account to update their information. Her statement that we have been collecting money and not been providing a service is untrue. I have attached a screenshot showing the refunded amount for 12 payments for $167.40. We have cancelled her account as well so she won't be charged again.

  Customer Answer

  Date: 12/28/2023

   
  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:11/23/2023

  Type:Product 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.

  I purchased Safe Shepherd's Premium subscription in November 2022. Over the course of the last year, I have derived zero value from the service: They appear to have done absolutely nothing that they promise, to the point where I forgot I had subscribed. Then, earlier this month, they charged my credit card for the recurring annual fee--no advance notice or heads-up, no nothing. Had I been given a heads-up, I would've asked that my subscription be cancelled given I've gotten nothing out of it. So I went to their website to cancel my subscription, but that's not an option--they tell you to contact them via email in order to cancel the subscription. I've now reached out three times (11/13, 11/16, and 11/18) and have heard nothing. A ****** search suggests this business is now either defunct and/or a scam. I'd like a refund both for the recent charge ($99.95) and last year's charge ($99.95), because I've gotten nothing out of this service and am uninterested in renewing. I'd also like my account to be deleted and data scrubbed from their site.

  Business Response

  Date: 12/28/2023

  We have gone ahead and cancelled their account for future payments and also issue a refund of $99.95 to their account. They should see the refund back on their card in 3-5 business days.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20910507
  
  I am rejecting this response because today is the 5th business day and I don't see a refund on my card. I'd also like an email confirmation that you've cancelled my subscription. 
  
  Sincerely,
  
  **** Or

  Business Response

  Date: 01/23/2024

  The customer disputed the charge and we accepted the dispute, meaning the payment was refunded from our account and returned to their account. I have attached a receipt showing the status of the dispute. 

  Customer Answer

  Date: 01/23/2024

   
  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:11/01/2023

  Type:Product 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.

  I have had an account with ********************** for over a decade now. I am still being charged $13.95 per month but I can't see the website when I log on. This happens on both my phone and my laptop--I logged on and got a blank screen. I also haven't received a monthly privacy alert since October of 2019 even tough I've moved three times since then. I emailed the company last week and haven't received a reply. If I dial the phone number listed, I get a busy signal. I would like to be contacted by this company so I can find out what is going on. Thank you.

  Business Response

  Date: 11/03/2023

  Hi there,

   

  I responded to your message letting you know there was an error with your subscription and I have since fixed the issue. You should now be able to log in and see the scans in your privacy dashboard.

   

  Thank you!

  Customer Answer

  Date: 11/05/2023

   
  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:10/30/2023

  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 signed up for the Safe Shepherd Services years ago. I'm not exactly sure when, but prior to 2018. I have not had any updates from this company in over five years although they have continue to charge ***** to my credit card every month for years. I decided to log into the account last week to see what was going on. When I tried to log in I received a message stating "no user record was found for this user. It may have been deleted. I emailed Safe Shepherd user support and directed them to delete my account immediately and to notify me when it was done. I did not receive a response from them. As of October, I am still being charged for services that are not being provided. Please contact this vendor on my behalf and ask them to provide verification that they will no longer charge my credit card for services that they are not providing and reimburse me for the past year. It really should be a number of years, but I am willing to settle for 2023 and no further charges.

  Business Response

  Date: 11/03/2023

  This customer was using the wrong email address we had on file when logging in. I attached a screenshot of the communication between the customer and **********************. Please note, the screenshot I provided is the only email we have on file from them from the past year. Regardless, I went ahead and cancelled her account and issued a refund for the most recent month as a courtesy. 

• Initial Complaint

  Date:09/19/2023

  Type:Product 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.

  I would like to close my account with ********************** but there is no way to contact them. I also would like a refund of my $65.00 (annual auto deduction) that they removed from my bank account on March 9, 2023 for an annual subscription fee. I have reason to believe that they are no longer actively doing anything to warrant me paying them. I've been a subscriber for years, and they used to be active and communicative about how they were providing services, but in the last two or three years there is nothing except when they withdraw an annual fee. I used to be able to reach them via email, but I sent two emails in the past month and received no response. I also tried calling them via the phone number on the BBB page but it is not functional. When I tried to sign into their website, the message says "No user record corresponding to this identifier. User may have been deleted". I would like to close my account, and be refunded the $65.00 they collected from me in March 2023 for a subscription.Thank you very much.

  Customer Answer

  Date: 09/28/2023

  Greetings. Have you heard anything from Safe Shepherd regarding my complaint?  My original inquiry/complaint with them directly was on September 8, 2023. Thank you, ***************************

  Business Response

  Date: 10/02/2023

  This customer never wrote to use requesting a refund. You can see via my screenshot the last communication was in 2012. Regardless, I have gone ahead and cancelled the account and issued a refund of $65 back to their card. 

   

  They can always contact us at ******************************* which is visible in their account settings. 

   

  Thank you.

  Customer Answer

  Date: 10/03/2023

  Hello. Thank you BBB for facilitating what I hope to be a successful resolution to my complaint. I will look for a refund of $65.00 and see if my account gets charged next March, ****. It shouldn't, if SafeShepherd closes my account.

  Please note that SafeShepherd stated they didn't receive my emails requesting account closure/refund. Please see attached as I did email them twice in September 2023. They also said I could find their email contact information under settings. As I mentioned, I was unable to login to my account (pls. see attached), and there is no contact information on their website that I could find. I had to dig back into my previous emails from years ago to find it.

  Thanks again for your assistance,

  ***************************
  

  Customer Answer

  Date: 10/04/2023

   
  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:08/26/2023

  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.

  Safe Shepherd failed to cancel my subscription when asked by email to do so. Also, of note, I do not remember ever signing up for their services. They have charged my credit card fraudulently. I would like a full refund of all past charged and cessation of future charges.

  Business Response

  Date: 10/02/2023

  This subscription WAS cancelled and he was even refunded for the last payment. This should not be an active complaint. Please see the screenshot to prove his account is cancelled. 

   

  Also - there is no way we would fraudulently use his full name, email address and credit card. He signed up for the service, and requested to cancel, which we did. 

  Business Response

  Date: 10/02/2023

  I believe this is a duplicate complaint, but regardless, we have not received a request of his cancellation. I have provided a screenshot showing the membership was cancelled and his last payment in **** was refunded as he disputed the charges earlier in the year. He has not been charged since. 

   

  Please close this complaint as we never received proper communication requesting a cancellation, and did cancel the subscription after he disputed the charges. In the future, contacting the company directly via their support email ******************************** will be faster and more efficient. 

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20524961
  
  I am rejecting this response because: I have provided a print out of my email requesting Safe ******** to cancel my account that they have ignored. My complaint is not singular. I have found numerous similar complaints online from other customers claiming the same fraudulent business practices exhibited by Safe *****************  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/13/2023

  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.

  Aug 13 was reading about company and all sudden I have subscription which I don't want and I can't get anyone to cancel

  Business Response

  Date: 08/21/2023

  First of all, that is not how the website works. You have to click to sign up for an account, agree to our terms, etc. Our website doesn't magically create an account for anyone who "reads about it". Nevertheless, I have gone ahead and ensured she was NOT charged and have permanently deleted her account from our database. They will not be contacted again.

• Initial Complaint

  Date:05/16/2023

  Type:Product 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.

  I have repeatedly emailed ****************************** instructing them to cancel my membership with them, and they have never replied. This is not acceptable.

  Business Response

  Date: 05/23/2023

  We have cancelled this account and issued a refund. They will not be charged again and will receive a refund on their card in the next 3-5 business days.

  Customer Answer

  Date: 05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/19/2023

  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 writing to file a complaint regarding the charges made to my credit card by Safe Shepherd. On September 3, 2021, and September 5, 2022, I noticed charges of $95 on my credit card statement. Unfortunately, I am unable to check further back than 2021 on my statement, so I am unsure how long these charges have been occurring.When I searched for information about the company, I discovered that their website, ***********************************, does not provide any contact information, which raised my suspicion. I eventually found their email address and reached out to ****************************** on October 12 and 18, 2022, but I never received a response. I even emailed them again today, April 18, 2023, but have yet to receive any response.I disputed the charges through my credit card company, but apparently Safe Shepherd responded to my credit card company with documentation that appears to support the transaction, so the charges were not reversed. Despite all of this, I still do not have any information about my account with ********************** since they have not responded to any of my inquiries. I am concerned that they will charge me again this coming September, and I am unable to cancel any membership that I may have with them.From my research, I have discovered that many other people have had similar issues with Safe Shepherd, and I believe their business practices are fraudulent. I would like to request that you investigate this matter and take appropriate action against Safe Shepherd.Thank you for your attention to this matter.

  Business Response

  Date: 05/23/2023

  Hi there,

  Thanks for your message. Please see the screenshot above of the lack of messages we have received from this customer. Our email is in their account settings as well as available on the receipts they have received. 

  Regardless, we are not trying to cause any difficulties or cause problems, so we have gone ahead and ensured this customers account is CANCELLED and we even issue a refund for the last charge that took place in September 2022. 

  Our support team ******************************** is always available by email should you need any further information.

  Thanks!