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:05/22/2025

  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.

  For the past five months anytime I tested the system it has failed. This has been a combination of the motion detector not working, the door monitor not triggering the alarm, or their failure to contact me or respond in 45 seconds or less. In some cases, the alarm went off and I was NEVER contacted regarding the triggered alarm. Each time I called to try to get this fixed, they said they would fix it remotely. Nothing has changed. When I told them I wantedto cancel my service, they told me I was under contract and could not do so. They also told me there was no proof the system wasnt working. This is despite the fact I was told they had recorded my conversations from previous failed tests and made a note of the system failure. I cannot trust the system to work and now Im stuck paying for it.Additionally, according to my contract schedule C.1, if they fail to respond in 45 seconds or less, I should receive a refund for that month. They have yet to refund me money for the months the system failed the test.I can provide a video recording (as video formats cannot be uploaded) of the alarm going off while I record the wait time to be contacted in excess of 2 minutes

  Business Response

  Date: 05/23/2025

  We have a technician scheduled with the customer to address these concerns and make any repairs as needed. 

  Customer Answer

  Date: 05/29/2025

  
  

   Complaint: 23361621

  I am rejecting this response because:

  They have already fixed the system before. Multiple times. Every single time I test the system, it doesnt work. How can I rely on my security system if it will not work when tested, much less if it were needed?  Im tired of having to wait for them to fix the system over and over again. If its not working and I cant depend on their service,  release me from the remaining contract.  They are not delivering the service I am signed up and paying for.

  Regards,

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

  Business Response

  Date: 06/03/2025

  We have not had a tech on site to service this system since it was installed in *************************************************************** 2023. We received signals when the customer tested the system. If there is a delay in the signaling we can come out to evaluate the system. The customer has declined offers to send a tech to repair. A slight delay in signal receipt is not a failure of the system. The customer advised us that they do not live at this location any longer. The new residents can take over the system, otherwise we cannot close this account.

  Customer Answer

  Date: 06/03/2025

   

   Complaint: 23361621

  I am rejecting this response because:

  Many of these statements are simply not true. I never declined to have a technician come out to my house.  Safetouch also claimed to have remotely fixed the system at least twice. Regarding the statement We received signals when the customer tested the system does not explain why it took over two minutes before they contacted me. Additionally there was one instance in the past four months when the alarm was tested and I was NEVER contacted. I had to reach out to safe touch to ask them why the system was not working. It was during one of these phone conversations they remotely fixed the system.  (After getting the runaround about their lack of appropriate response time, I recorded video evidence of the alarm going off and no contact from the alarm company for over two minutes.) Additionally, their response that a A slight delay in signal receipt is not a failure of the system exemplifies their apathetic attitude towards their failure to uphold their 45 second or less guaranteed response time.  Taking several minutes to respond is not a slight delay.

  Regards,

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

  Business Response

  Date: 06/04/2025

  We are not trying to dismiss or undermine these issues which is why we offered to send technicians on to fix them. We have in records that we have offered technicians which were declined.

  2/11/25 customer stated motion did not go off and we took 2-3 minutes to call- we offered to test because this could caused because motion detectors can take a few minutes to arm after the system is armed. We asked to test with the customer over the phone but she said she had already left the home. She stated a contact had fallen off as well- we offered to send a tech in this instance but she declined.

  5/14/25 customer called to see if tenants could take over agreement- later that evening the system was setoff to test multiple times to which we contacted her.
  

  5/21/25 customer called in asking to cancel because she does not live there and she stated it was not working- we tried to test with the customer on the phone but she declined. we offered to send a tech but she declined initially but was able to get her on the schedule for 6/9

  5/22/25 we were able to arrange a sooner appointment for the customer to have a tech out 5/27 but she said she had to reach out to the property to have them confirm and they will call us back but we have not heard from her other than this correspondence.

  We are not interested in leaving the customer with a system that is not functioning properly. We are making efforts to repair the system. These are not grounds to close the account early.

  Customer Answer

  Date: 06/10/2025

  I wanted to wait to respond to the previous BBB response from SafeTouch until after the technician had visited my property, hence my delayed response.
  
  UPDATE
  Technician came to the property to assess and repair the system yesterday (June 9, 2025).  Multiple times the system failed to work and each time there was some excuse as to why the system did not send a signal.  Eventually, the *** card was replaced, and the technician claimed the system is now working. However, many things remain unsatisfactory:
  - The technician stated the guaranteed 45 second or less response time is 45 seconds from when SafeTouch receives the signal, not from when the alarm goes off. Therefore, if the system is failing to send a signal, their response time, or a response at all, is not guaranteed. If the system is failing to even send a signal, this defeats the purpose of having it in the first place. The 45 seconds or less response time is misleading and dishonest.
  
  - For the times the alarm failed to work, the technician blamed it on ******* wireless. He said if ******* wireless is down, my system will not work.  He said I would have to upgrade my system (more money) to run off of a Wi-Fi backup signal. When asked what would happen if the ******* system is down and the power was out (effectively disabling the Wi-Fi) what then would happen? Technician could not give a satisfactory response.
  

  - I was also told I should only test the system after Ive called safe touch to let them know Im testing it. That kind of defeats the purpose of testing the system in the first place. (The technician also called ahead each time to let them know he was testing the system.  He claims that is necessary so police dont show up during the test. If the system was working properly, they would have been able to communicate with me and confirm it was just a test in the first place if the system isnt working, then police wont be notified anyway. Its suspicious that safe touch needs to know that youre testing the system in order for the system to work)

  - In the middle of one of the tests, while the alarm was going off, the system rebooted and reset the alarm to away mode, thus sending no signal to SafeTouch and effectively canceling the triggered alarm.  When I asked about how this could potentially cancel a real alarm, the technician responded thats the way the system works.  So if the system rebooted during an actual alarm, that alarm will be canceled and no notifications will be sent.

  
  - Finally, after multiple questions about how the system can fail and how poorly it works, the technician concluded with, and I quote, electronics fail sometimes 
  
  
  In conclusion, I have to notify safe touch before I test the system in order for the system to work, AND ensure ******* is up and running, AND ensure there are no power outages or Wi-Fi outages, AND ensure the system does not reboot in order to rely on Safetouch security.  This is not a security systemit is a scam

• Initial Complaint

  Date:01/23/2025

  Type:Customer Service 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.

  We have had a consistently negative experience with this company since signing with them. To start with, the contract execution process was a mess. Their representative botched the initial execution and had to call me to redo it twice, during which time he saved my credit card information on his phone and texted me pictures of it to confirm which payment method - a very insecure handling of sensitive financial information. Moreover, the employee was pressuring me to complete the transaction by the end of the day in order for him to qualify for an unspecified benefit as a salesman. So he effectively turned his mistakes into an urgent problem for me, requiring me to step out of multiple meetings throughout the day to attempt to resolve this. Once the system was installed, due to a miscommunication on our company's end (which I do not fault SafeTouch for) the wrong pannel was installed. This was realized during the install, and the technician on site promised a simple resolution where we ordered (and paid for) a different panel. Fair enough. However, the panel took 8 weeks and 8-10 phone calls from 2 employees to get it installed, during which time our organization's access to the building was severely limited. I finally told them I would be canceling our service if the issue wasn't resolved by the end of the week, and they were able to locate the miscommunication and send a technician out same day. This after weeks and weeks of giving false explanations for the ongoing delay. Now, less than two months later, the panel is starting to fail. Keycode, card, and remote access usually do not work. Upon calling customer service, we are informed that it will be two weeks until they can have someone out, unless we want to pay $250 for an on-call response that would only be available after 7pm - outside of business hours. Then we are told (for the first time ever) that our organization is outside their service area, and service will be delayed if it is even possible.

  Business Response

  Date: 01/23/2025

  We have escalated this to upper management to ensure we are doing what we can to get this taken care of. We understand the customers frustration and apologize for the inconvenience. There are certain special parts that may have taken time to receive, but regardless of that, we want to do what we can to resolve this issue. We are able to get a technician out to evaluate this on the 28th. We have also provided this feedback to sales management as we agree that the process was unacceptable and should have much smoother for the customer.

  Customer Answer

  Date: 01/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  Date:04/02/2024

  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.

  My Safetouch stopping working. We called the company and the blame was immediately put on us for now checking the system monthly. We actually check the system daily and were out of the country. Now our entire house is unprotected, the soonest someone can come is a week and Im still being charged for the service of security that isnt working. Im appalled that the customer service person could not help us and more horrified that the blame is being put on my family.

  Business Response

  Date: 04/02/2024

  We apologize for this interaction with our customer service and will provide feedback to management regarding this issue. We did have the customer scheduled for service, but they have since called back stating that the issue was resolved. 

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/29/2024 Had Safetouch installed in our 2nd home in March 2022 and have had 3 calls for no 2way communication through the panel when the alarm has been set off determined by safetouch operators and sent out technicians to reset the panel but obviously there is a problem and this last time we requested that the panel be replaced and was told by customer service that it would be. The technician showed up with no panel, he called his supervisor and was told to just reset the panel again, we called customer service while the tech was standing there and they said that it was noted in the ticket to replace the panel, which was a lie!! So resetting the panel obviously does not correct the issue and will continue to happen so we do not feel that we are secure and paying for faulty equipment that could not deter a break in or our security in the home and advised safetouch tech, and customer service supervisor ******* that they would be responsible if something happened in our home!! They still refuse to change out the panel even though they have records of it malfunctioning multiple times even after resetting it over and over!! We will have to find another company if we want to not pay for faulty equipment and dependable security of our home and family!!

  Business Response

  Date: 04/02/2024

  Upon evaluation by the technician, we determined there was no issue with the panel and it was working properly. Given the situation and history, we will replace the panel. A coordinator will reach out to the customer to schedule the replacement. 

  Customer Answer

  Date: 04/10/2024

  The last communication I got was the response from Safe Touch that you sent to me that said That someone would contact us to set up another appointment to replace the panel and we have never received any communication back from Safe Touch!!! So NO THIS IS NOT RESOLVED!! Thank you!

  Customer Answer

  Date: 04/10/2024

  Please advise ASAP if this will be reopened and resolved since Safetouch obviously doesnt take these complaints seriously enough to do what they tell the BBB whatthey were going to do and follow through!

  Business Response

  Date: 04/12/2024

  I have since spoken to ****** personally regarding her issues and set her up with a replacement next Friday the 19th. 

  Customer Answer

  Date: 04/16/2024

  Yes, I finally spoke to ************************* on Thurs 4/11 only after I called their corporate office and demanded to speak with him. Yes, he set up an appointment to replace the defective panel for Friday 4/19, so we will see how that goes this time around, but communication is still a very concerning problem with their company! I had to call today myself 4/16 to confirm we had an appointment, again no one from safetouch reached out to let me know that an appointment was scheduled.

• Initial Complaint

  Date:11/13/2023

  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 used to install alarms and safes for a company for banks that serviced the east *******. I Bought a house in 2020 with one of a older alarm pre installed and paid for. Nothing owed on the alarm when the house was purchased to be absolutely clear. Wanted to have it hooked up to be monitored and they sent 2 guys out for a look. One sales and a tech. They did nothing to the alarm. Asked them about adding coverage to certain areas of the house before service was acquired and they added two sensors for 50 dollars a peice or so saying they were already here. Well later down the line as sensors started to not work anymore and needed to be replaced the sensor would cost more than 300 each for a 25 dollar stick on you can only get from them. Plus I learned they had a listening device in the house and when asked about this to be removed they said they would not because this is the only way that the law enforcement would come out if called. Because they could HEAR the intruder!!! At this point I was highly considered about doing business with anyone that tells such a lie to keep listening devices in your home because this is patently FALSE. And I decided to end my business with them. But even then it got sneaky. They weaseled in on the contract as if I was buying a new system when they signed me up so they wanted around 800 to end the simple service which was a flip of the switch for 1 year left. And was told that they would except 300 dollars to end service but needed me to send and end service request. After what I delt with I asked for an email from the manager making the decision stating the amount due upon receipt of the cancelation request. And what happened after that told me everything I needed to know about this company. He refused the simple request. They kept service going without the system because I ripped it out and moved to a none contracted service. They tripled the amount and sold it to a debt collector. Never having communication with the device. Scam!

  Business Response

  Date: 11/13/2023

  In March of 2020 the customer signed an agreement to have our services for 3 years to take over his existing equipment. During the installation, we installed a 2 way communicator which allows alarms to be verified in the event of a break in. The line only opens to us in the event of an alarm. The 2 way communicator installation is in the agreement, as well as the signed work order when the installation was complete. It is actually one our selling points and is the furthest thing from a secret.
  The customer called us in June of 2020 asking to purchase 2 new motion detectors which we quoted him $89.00 each plus $125.00 for labor. If there was an issue with existing equipment, we would cover that under warranty.
  The customer did ask to cancel his services in June of 2021,but we advised he would need to payout the remainder of his agreement to do so.He stopped paying his bill which is why it was sent to collections. We called him many times regarding his bill prior to doing so.

  Customer Answer

  Date: 11/13/2023

  So I see that you admit that there is a listening device in this system. Good I think people should know who they are putting faith in because there was no mention to me.of such a device installed at the time of signing. Trusting a company that purposely runs the bill up to a non communicating unit so they can sell the debt to a unsuspecting debt collector in a bundle at a large premium sounds like fraud to me and a way to punish anyone that figures out they are being took especially when there are other options without a contract and ridiculous fees for leaving a bad service. I was in agreement to pay the lowered fee of 300$ at the time. But your offer was rescinded after I asked for a confirmation email from your manager. Which shows me you were not acting in good faith. And following my gut to hold my ground has given me the opportunity to make sure others don't make the same mistake I did doing business with this (Security) company. I was looking for a resolution you were looking to hurt and bully the customer. You picked the wrong one. Your contract is a bunch of scribble for a signal asking more than 1700$ for the remainder of service after roughly 2 years of you listening in. Then having a right off on my report. You are worse than car sale. And look forward to letting people and social media know of your practices. Trust me it's going to cost you much more than 1700$. And you never received a disconnect from myself verbally nor email. You just refused to back up your offer with a simple email on purpose. Scam artists watching people's houses don't go together. Don't know how your even bonded. If you even are?

  Customer Answer

  Date: 11/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20860328

  I am rejecting this response because:

  So I see that you admit that there is a listening device in this system. Good I think people should know who they are putting faith in because there was no mention to me.of such a device installed at the time of signing. Trusting a company that purposely runs the bill up to a non communicating unit so they can sell the debt to a unsuspecting debt collector in a bundle at a large premium sounds like fraud to me and a way to punish anyone that figures out they are being took especially when there are other options without a contract and ridiculous fees for leaving a bad service. I was in agreement to pay the lowered fee of 300$ at the time. But your offer was rescinded after I asked for a confirmation email from your manager. Which shows me you were not acting in good faith. And following my gut to hold my ground has given me the opportunity to make sure others don't make the same mistake I did doing business with this (Security) company. I was looking for a resolution you were looking to hurt and bully the customer. You picked the wrong one. Your contract is a bunch of scribble for a signal asking more than 1700$ for the remainder of service after roughly 2 years of you listening in. Then having a right off on my report. You are worse than car sale. And look forward to letting people and social media know of your practices. Trust me it's going to cost you much more than 1700$. And you never received a disconnect from myself verbally nor email. You just refused to back up your offer with a simple email on purpose. Scam artists watching people's houses don't go together. Don't know how your even bonded. If you even are?

  Regards,

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

  Customer Answer

  Date: 11/14/2023

  I originally had this alarm hooked up to have some security for my house while I traveled back to ***** to retrieve the remainder of my house hold items. In haste I made a bad decision trusting that this was a legitimate company. There name was all over the equipment so I called. They get the equipment from alarm dot com by the way. And they show the prices which are about half. In my previous writings im asking anyone who reads this does it really seem to anyone reasonable that I would want a listening device in my home if I was told at the time of their contract which I still have and can show that the salesman used an unrecognizable scribble of handwriting that absolutely no one would be able to distinguish what was done. And obviously withheld information. What did happen is I inquired how much the bill would be to terminate the service after removing the system and still paying for it about the 2 year ***** Not requesting cancelation as the company stated. Lie 1. That is when we talked about the fee being lowered too 300 as it would have been close too 800 for one year left of service. And when signing was told verbally it was a 2 year service plan not 3. They didn't want to send a confirmation email with the offer of a lower amount obviously because they intended to charge full boat and lie # 2 as comes about. They let the service run even though it had no communication to run the bill up knowing there was an issue as I kept getting notifications through Alarm dot com. then charged unreasonable late fees to compound their profit when sold to a debt collector. Then the collector writing it off because there is no way id pay that in a million years hurting my credit which is really no big deal at this point in the world and probablyhelped me out in the long run lol. All it takes is a bored monitoring agent to flip a switch to listen in and if you believe otherwise I've got a bridge to sell you. They have shown they have no intention of making this right and looks like the same BS form letter they read off of when I used to have contact with them over this issue. Wouldn't trust them to watch over a toilet seat much less have access to any conversation in my home. There products are from alarm dot com and the items they were going to charge 90 dollars for each run about 15 dollars for door sensors. At the time I asked them just to send the product and I could stick it to the wall or door but they refused being they locked the system I owned up to so they could only install new devices. There are way to many better options out there that are surprisingly simple now a days to waste time and money on these types of leeches that have no moral compass what so ever to treat their customers correctly. But if you absolutely had too Id do ADT. I will be looking into legal action for fraud even though this is small potato stuff and have bigger fish to fry at the moment. Im a disabled Veteran so I have plenty of time. But if it helps anyone from getting stuck with this company I will be satisfied. And keep this in mind for people thinking of still using this company. If I would have not have owned the system and decided to move on ending the business relationship im sure this would have been multiples of thousands as they would have got me for early termination the inflated cost of Chinese junk equipment and the 6 months they let it run while trying to work it out with no communication. Which brought it to about 2 and a half years. As I said they wrote it off trying to get a customers goat that figured out their scam. Techs were nice and as I said I used to put in real systems for banks on the east coast of fla so don't hold them responsible for poor judgment of an automated soulless management and sales team committing fraud. Its real funny also they use generalities for actual dates not the actual months. Because it would show they were about over with and my assumption that the 2 years where about up was truthfull. After all it is ******* and was born hear gotta still love it and I should have known better but its got a lot worse now a days. Companies like these make it hard on good people and they get jellies out of it. Hope this helps. Do your research it will pay off big.

  Business Response

  Date: 11/14/2023

  The offer of $300 was given in error which is why it changed. We will accept the payment of $300 to clear the account. 

  Customer Answer

  Date: 11/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 20860328

  I am rejecting this response because:

  Regards,

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

  I'm sitting at the computer now so I'm hoping less of the typos. As for the offer, you have already damaged me with the collection that you posted and have cost me thousands in interest on a new vehicle I've bought recently and an equity line I've looked at for my house for repairs. I'm sure your pleased with yourself for now. YOU are the only one that shows a collection on my report and now you have decided to honor the original agreement? Whether or not your MANAGMENT made the offer in error as you are saying now is irrelevant. It was made and recorded on voice during the call which I'm sure you have gone back to examine at this point. The person I talked to tried to manipulate a customer into sending an email cancelling the contract before the confirmation of the number owed and was set in stone as requested by the customer, all to make sure the company didn't have an error to later charge full boat. AS WE SEE HERE! You can either take this off my report or I will simply *** you for my damages that your report has created on an otherwise pristine payment history. And we can let this sit on the internet for others to see and understand this complaint was true in its entirety. Maybe then we will both lose a few thousand in funds. You got what you wanted, and it was to hurt a disabled veteran working hard to keep his head above water and a good name under him keeping him afloat. Be proud of yourself and your company.

• Initial Complaint

  Date:09/28/2023

  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.

  see Attached document

  Business Response

  Date: 09/28/2023

  We do not nor have we ever offered temporary service. In March of this year, the customer signed an agreement with a minimum term of 36 months. We cannot know what was said at the time of sale, which is why we have an agreement in writing with terms that are signed agreed upon by both parties. The customer has the option to transfer her services to her new residence. If the new homeowner signs up for services, we will release her from her agreement. Otherwise, the agreement remains as it stands.

• Initial Complaint

  Date:09/01/2023

  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 have been with SafeTouch Security systems since 2019. I have had to have them to come to my home MULTIPLE times because of issues with my system. I have requested through a technician that usually comes to my home to have the supervisor ****** call me about upgrading my equipment. He has not contacted me, the last date the tech was at my home was July 25. He told me that my dvr recorder is outdated and there are plenty of new ones that can be issued to me. This ****** is the one that is supposed to be able to approve this. Every time I lose power, the recorder resets the date to 1972, and until it can be changed, I have no feed that I can review. Most recently this happened while away on a trip and all but one camera came back up, but I did not have any playback because of the date. I just want my system updated and I don't want to go to the hassle of changing companies, but that certainly is an option.

  Business Response

  Date: 09/01/2023

  We apologize that no one reached out to the customer sooner. We have the customer scheduled for 9/7/23 so we can address the issues accordingly.

  Customer Answer

  Date: 09/07/2023

  Everything has been addressed and for now and satisfied for now. They have taken care of it. Thank you for your assistance. 

• Initial Complaint

  Date:07/28/2023

  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.

  On 3/17/2020, I signed up for a 3-year contract with SafeTouch Security. I specifically remember the salesman that I signed up with telling me that the contract would switch to a month-to-month agreement after the term is up. Yesterday (7/26/23), I called SafeTouch to cancel what I thought was a month-to-month service because I intended to sign up for security services with another company. I was under the impression that my 3-year agreement ended in March of 2023. However, the representative that I spoke with informed me that I was automatically signed up for another 2-year contract. I informed the representative that this was inconsistent with the salesman conversation with me. The representative said I was sent an email in February 2023 asking me if I wanted to renew and because they did not receive a response, the contract was automatically renewed. I never saw any email asking for such a thing. You would think something as important as renewing a 2-year contract would warrant a phone call, not just an email. I did not intend to renew my contract, and it was stated to me that the contract would go to a month-to-month plan after 3 years from the anniversary unless I called to renew it. I wish to cancel my contract due to being misled and signed up without my consent.

  Business Response

  Date: 07/28/2023

  Section 5 of the Security Services Agreement very clearly states in bold that the customers term will be automatically renewed for a period of 2 years if written notice is not received 30 days prior to the end of the initial term and they have read and understand all the terms of said agreement. We cannot go by what was said at the time of sale which is why we have an agreement in writing. The customer was not signed up for anything fraudulently or without their consent.
  We apologize for any miscommunication regarding the terms of the agreement and to reach a resolution, we will let this complaint serve as a cancelation notice and close the account.

  Customer Answer

  Date: 07/31/2023

  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. 

  Regards,

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

   

• Initial Complaint

  Date:07/19/2023

  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.

  We have been a safe Touch customer since 2012 always made our payments right on time. We even had a nice low monthly monitoring agreement. Well in 2021 they wanted us to take a look at some new equipment I was happy to look at it as I had just seen some really awesome stuff from another company. So they came out I took a look at the equipment it was better then stuff I had. But I explained I was unable to buy anything as I had to file a bankruptcy on a business I owned and until it discharges I'm not able to buy anything. They told me that they appreciate the length of time I've been a customer and that they were not going. To sell it to me bur give it to me if I continued to stay their customer I told them I don't like change and I like the fact yall are local so they arranged a day to install new equipment. Well almost two years later or January od this year wife and I went on a cruise. We were out of country for a long time . When i got back state side I had just found out that my bank accounts were not only emptied but in the negative by thousands my accounts were stolen and the amount of money was not just simple disputes it was long drawn out investigations I had no usesble accounts for over 6 months. Safetouch seemed to understand they just let us know when you can pay again I told them that they hope to have resolved by July. They said that was fine just let them know when I can resume that I had a lot to deal with not worry about safe Touch when I can we pick up where I left off and that they keeping the monitoring on but not to worry just let them know when I can resume the regular payments. I said they are talking July. Well I was do stressed that sometime in late April I lost it, and had nervous breakdown ended up in hospital for a while from all the stress. Well last week we finally got new accounts and got credited for only about 1/2 our losses but I called safetouch to resume they now say I owe thousands and I ts to late because I lost contact

  Business Response

  Date: 07/20/2023

  We did not advise the customer that they would not have to pay for any amount of time. We called them 11 times from February to May regarding this. The service was active during the time that the customer was unable to make payments, so they will need to pay those invoices to have their services reactivated. Given the situation the customer went through and their history with us, we will waive the $150.00 reinstatement fee bringing the total down from $509.10 to $359.10.

  Customer Answer

  Date: 07/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  I feel insulted yall made me feel special when yall supposedly gave me an upgrade, which was a sell to me disguised as a gift for being a loyal customer. I read through the complaints and what yall did for others in BBB complaints. I paid close attention to the complaints that came from people who were customers of yours for a couple of months, what yall did for them and then now me someone who has been a loyal customer for over 10+++ years triewd to work with you a solution yall wouldnt hear it. for months I kept telling yall it would be july August yall kept saying it was fine. then I was in Hospital and it wasnt fine. I want to feel like yall ecare like yall did for the customers yall only had a couple of months with you. yall kicked me when i was down I would like to talk with owner

  Regards,

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

  Business Response

  Date: 07/26/2023

  The customer paid for an upgrade and signed a new agreement to receive it at a promotional rate. This was in no way presented as a gift. We never indicated that the customer would not need to pay for services they were receiving. They kept stating that they would call us back when we repeatedly reached out to them regarding the past due balance. We of course encouraged them to call us back as soon as their issues were resolved and they could make the payments, however we never stated that we would not continue to invoice them for active services. 

  Customer Answer

  Date: 07/30/2023

   

   Complaint: ********

  I am rejecting this response because:

  I waa unable to sign a new contract at the time. I told you a time frame for us to get banking back after the identity theft issues. I said July August. Yall kept telling me no Problem.  Then I went Into hospital for 6 to 8 weeks and everything yall did then was messed up. You knew we Had a target date to come back as fir as new system you need to check with sales people for what they are saying to us. Because we clearly stated we couldn't buy anything and recently a lady in your office just confirmed what I've been saying. The point it we had issues come up yall said everything will be OK  we call to resume everything and yall have now gone back on tour words. Then you now are asking for more than what thswrvice is for. I've tried to meet you half way but yall are demanding 10x more. When yall came to offw4 new system you said it wouldn't coat mlanyrhing as long as I planned on keeping service which at the time I've been with yall a long time but yall daw an opertunity while someone in hospital to take advantage of. Now and to charge ten times more than what yall said was owed to begin with you are highway theifs I've been customer over 10 years and this is how you treat us. I kept my end of bargain said July August to have all straight I called in July to resume everything and you demand more and yall told me at time in my house it was for being a loyal customer and asked if I were leaving yall anytime soon  yall just want to milk your loyal customers I had a lawyer see this and reached out to me I told hom no ill Gove yall time to fix this bit I might have to call hom back.  I called to resume s3rvice in July like I've said all this year. But now I don't know after this treatment and lies you keep saying as I could not sign a contract when yall said I did.  And when I talked with uall not to long ago someone confirmed it there. 

  Regards,

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

  Business Response

  Date: 08/03/2023

  Attached is the agreement the customer signed for the system upgrade in November of 2021 for a new 5 year term. The accelerated amount for the entire term is $2832.00. Because the customer has already been with us for some time, we will reduce this to a 3 year term making the total payout $1543.20. If the customer does not continue their services, this amount will be due. We never advised the customer that they would be released from the terms of this agreement or that they would not need to pay anything. We advised him to call us back when he could pay. What we quoted previously here is if the customer wishes to reinstate their service. $359.10 is just for the services already rendered and the service fee for a tech to come out to reactivate the system.

• Initial Complaint

  Date:07/13/2023

  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 signed up for service of 4/2021 when I moved into my new house. Everything worked fine until this last year my doorbell will go in and out. Some days it would work and some days it would not. I have had multiple techs come out to fix it does the same thing. It’s to the point i don’t know anyone is at my door until they knock on the door or call me that they were outside. Recently I put in a support ticket through the app about the problem and weeks went by without anyone calling or setting up an appt to try and fix the problem again and I got fed up with the company. I’m paying monthly for something that’s halfway working. I called today to cancel service and the lady was rude after she told me I would be liable for the rest of my contract which I did’nt know the rep signed me up for such a lengthy contract and that’s my fault. But how can I be liable for a half working system where I’m not notified that someone is at my door. They are horrible at getting back with the customer when you do put in a support ticket and they talk rudely to you over the phone. I asked for a manager the rep got an attitude about it. I told her I would be filing a complaint and she said do what I have to do. They simply could not get my doorbell to work with their equipment and multiple techs have tried. I just want to be done with my contract and move on from this company.

  Business Response

  Date: 07/14/2023

  We apologize that the customer has not been contacted from the request via the app. Our customer service is available 24/7 and they always have the option to reach us via a phone call. We see we have sent technicians twice for the doorbell, once on 7/6/22 and again on 1/18/23. We would like to have a technician supervisor come out to evaluate the equipment for repair or replacement. We will not release the customer from their agreement, but we will not leave them with equipment that is not functioning so long as it is not something that is outside of our control such as the quality of the wifi signal to the camera. We will have someone reach out to the customer to schedule a specialist to come out.

  Customer Answer

  Date: 07/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: It is not my wifi signal thats the issue and I have multiple people I know with Safe Touch having the same issue including my mother which I referred to safe touch to get service. I have already got another alarm system and i am not having any issues with my doorbell ringing as I did with their equipment. I gave them multiple times to fix the issue and it wasn’t. I even left a VM a few days ago when i called to cancel service when i was transferred to a supervisor and no one still contacted me. Their customer service is horrible and my experience as a customer with them is not a good one. I will go complain with the ******** ******* ****** if I have to and with every other agency I can if I’m not let go of my agreement. 

  Regards,

  ***** ******

  Business Response

  Date: 07/18/2023

  In the 2 years that the customer had service with us, we went out twice for issues with the doorbell. We understand that repeat issues are frustrating and can happen which is why we offer a warranty at no additional cost. Had we gotten ahold of the customer, we would have made arrangements to repair or replace the equipment, but they did not give us another opportunity to do so.  We never refused service to the customer, and they always had the option to reach us via a phone call for any issues. It is not our goal to leave a customer dissatisfied with non-functioning equipment. The doorbell is just one feature of the service we provide, the customer still had a fully operational security system outside of that.
  We will investigate the issues the customer experienced contacting us via the app, but regardless of that, it does not release the customer from the agreement they signed. 

  Customer Answer

  Date: 07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: i gave them another chance to come and fix it when i reported it through the app and submitted a ticket. Almost 2 weeks went by and no one contacted me so i figured they didn’t care about retaining my services. I’ve had them for 2 years and now they still want to hold me responsible because their equipment was not working. My mom who I referred and someone else I know are having similar issues with the doorbell camera not functioning. Do obviously its their equipment. I will report this to the news station, the ******** ******* ****** and whoever else I need to but I’m not going to be liable to pay 18 months of service i no longer have but tried to keep. Their customer service is horrible and if they support ticket option isn’t working on the app then they need to get rid of it. 

  Regards,

  ***** ******

  Business Response

  Date: 07/21/2023

  The customer always had the opportunity to reach us via a phone call. The customer signed an agreement to have services for a set amount of time to receive a promotional package at the time of sale. The remaining responsibility for the customer is $1706.60 for the remainder of the 5-year term that they signed up for. We understand that that the customer no longer wishes to have the service and that we failed to receive the request via the app. Given the issues the customer had and to reach a resolution, we will reduce the term to 3 years, bringing the amount they are responsible for down to $243.80.

  Customer Answer

  Date: 07/21/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** ******