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:06/23/2023

  Type:Customer Service 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 moving out of state because my child has cancer and needs extensive inpatient treatment in another state. The company is extremely rude, refusing to cancel my service. My contract does not state that they are allowed to charge me 50% of the fees for moving out of state to an area they don’t service. How despicable of a company to say they don’t care about a child with cancer?

  Business Response

  Date: 06/27/2023

  Section 17.(b) states: Because of the initial expense incurred by Company as a result of the installation, wear and tear and depreciation of the Company Equipment, in the event of default and termination of this Agreement either by default of Client, or termination by Company as provided for in this Agreement, then and in that event, Company shall have the right to accelerate all of the remaining payments due under this Agreement and the same shall include all past due installments that may be due at the time of default and/or termination and acceleration by Company.
  Our agreement states that we shall charge 100% of the remaining agreement terms if the customer closes the account early. Moving does not release the customer from the agreement terms. We cut the amount owed in half given the customers’ situation, pending them providing proof of move. 

  Customer Answer

  Date: 06/27/2023

  [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 unacceptable. The area we are moving to is not serviced by the company. We are moving to get our child the care he needs for his CANCER. We should not be told we have to pay for a service we aren’t receiving. Not to mention we obviously can’t afford to pay for this when our child’s medical bills are a thousand times more important. We have asked the company to pick up the equipment before we move out but they are refusing so I’m not sure how they intend to get their equipment? It’s also not a “favor” to allow half when the woman I spoke with on the phone stated they allow everyone to only pay half when moving. 

  Regards,

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

  Business Response

  Date: 06/28/2023

  The customer signed an agreement to have services for a set amount of time and in return receive equipment at a promotional rate. According to the terms the customer signed and agreed to, we can hold the customer responsible for the entire remaining amount owed on the agreement of $673.62. Regardless of what is provided to any other customer, cutting that amount in half is a courtesy because the customer agreed to pay the full amount when signing the agreement, but we are not holding them to that, we are only asking for half. The customer still has not provided us with any proof that they are moving out of the service area.

  Customer Answer

  Date: 06/29/2023

  [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 am rejecting this response because: I have submitted proof already twice. I have asked to speak with supervisor over the phone and been denied. I was hung up on twice. No one is responding to emails. The contract does not state that if you do not service the area that we are still responsible for payment for service we don’t receive. You cannot legally leave equipment in the house when I no longer own the house. 

  Regards,

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

• Initial Complaint

  Date:04/03/2023

  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 have requested a service cancelation with Safe Touch several times. I have called several times as well as emailed them at their retention depth as I was instructed to do via a phone call. I was informed that my service would be turned off by the end of the month (March ). Here we are in April, and it's still on and and I get another bill in the mail. I called on March 8th and was told to email ***********************, which I did and got a reply back. The same day. They sent out 2 guys to upgrade my system on March 17th even after requesting a cancelation of that appointment. And knowing I was requesting a service cancelation instead. Even after the 2nd email was sent to the retention department on March 14th for the 2nd time requesting a service cancelation. I called them after I sent the 2 service guys away On Match 17th and spoke to a lady who tried to tell me that the appointment was verified on March 15th. I'm not sure who they spoke with it sure wasn't me, being I was at work all day and unable to use my phone. She again told me that my service would be off by the end of the month, and I was not responsible for the last bill, being the service would indeed be off. My contract has been up and over with for over 10 years. There is no reason I can't request a cancelation and not have to pay them anymore. I am getting toldly Fed up, and if I can't get this resolved, I might have to get an attorney involved.

  Business Response

  Date: 04/03/2023

  We apologize for the miscommunication on our end. The service was scheduled prior to us knowing the customer wanted to cancel and we missed taking it off of the schedule. We have received the notice and the account is now effectively closed.

• Initial Complaint

  Date:02/21/2023

  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’ve contacted Safe Touch on 2 occasions (one in 2022) and on 2/17/23 requesting we freeze our account. The rep I spoke to in 2022 told me could freeze our account (as we no longer use it but still want the equipment for when we do as we go out of town only a few times a year which is when we really only need it) and per that rep she said they could freeze it but would have to have someone in another department to call me back on that. No one ever did so we continue to have our payments auto paid each month for a service we don’t require anymore or rarely. When I called on 2/17/23 I spoke to a rep and she informed me that they do not freeze or hold account payments. I feel that we are forced into a contract that penalizes us if we cancel “too early” and even though we never use the system, we have to pay $50 a month for a service we don’t utilize right now. It is 2023 and everything costs triple and this account with safe touch is one we need to cut out of our budget but no one ever calls us back to find some sort of resolution. I will never refer anyone to this company anymore.

  Business Response

  Date: 02/21/2023

  We have since spoken to the customer and will close their account upon their request. 

  Customer Answer

  Date: 02/21/2023

  [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,

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

   

• Initial Complaint

  Date:02/13/2023

  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.

  Safetouch has been doing my residency twice in the last month to fix a zone nine window beeping. They left yesterday after bringing a box saying that it would not reach the signal from my Internet box which is in the next room. This box was left on top of a cardboard box not tied to a wall not secured by 11 o’clock. Is it of the same day the alarm went off with another window called them. Ask them to follow up with me the following day . And the tech response area said a supervisor would follow up with me. But no one has called me and it is 4 PM. This will be the 3rd time alarm has gone off in the middle of the night. Also, the alarm keeps chirping for hours and will not respond to it. I think it is time to replace all window contacts this is Florida and things fall or settle and this alarm system is over 15 years old. I think it’s time for a fresh start so we can start over with not having service calls. Last call was from a sterile tech who was at my home last then 25 minutes and this was the last call of day .

  Business Response

  Date: 02/13/2023

  A supervisor has spoken to the customer regarding her issues. We have a technician supervisor scheduled to come out to the customer this Thursday the 16th to ensure the issues with her system are properly addressed.

• Initial Complaint

  Date:12/05/2022

  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.

  Thieves in the area are using jammers to break into a home and thus making this system useless. I also you can buy such jammers for less than $5.00 in some local stores. I was unaware of these discrepancies when I was sold the system of which I paid $3000+ and yet they will not come in and remove this system and replace it with a hard wired system. Given that I paid so much for the system you would think allowing me to break out of the contract would be good business sense. From what I understand the equipment is 100% paid for and I'm paying for a service or rather people to watch my service never go off during a real robbery instead of when we let the cats out and forget it's set. 0% success rate catching a thief from my house. I've started to store my needles and valuables in someone else's house because Safetouch is so unreliable. I was never told of the unreliability of these wireless sensors. For $3000+ I believe I should have gotten better equipment. Safetouch was willing to add hard wired camera's that I would need to monitor for another $3,000. I've replaced several broken windows and asked the window repairman if it is possible to remove the frame, remove the glass and get in the house that way and the alarm would not go off. He said it's highly unlikely that they would do that as they are "not that intelligent." This is exactly how they are coming into my house and Safetouch has no way of guarding against such an entry. Further the thieves could add their own magnet to the sensor as they are not registered to the sensor thus making their system useless again for the price of a magnet. The motion sensors are WAY too sensitive as I've had other contracts with companies such as ADT and never had false alarms due to cats or dogs. Another "forgot to mention this to you before you bought the system" sentence. I'd stay with ST if they would just break my contract. $3000 is a bit much for the system given that their ad said free equip.

  Business Response

  Date: 12/06/2022

  We would like to ask the customer to please confirm the service address of the location that they are referring to. We do not service the address listed.

• Initial Complaint

  Date:11/22/2022

  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.

  In January of this yea Safe Touch installed a security system in my home. A doorbell camera was part of the installation. At first I was told that the camera could not work, and later was advised that they could make the camera and doorbell work so it was installed. On numerous occassions since installation the doorbell will start to ring and will not stop. I have requested that a service tech come out and fix the problem. I have always been sent to support when I would go there . Problem is I need to go outside and hold down the doorbell button until it stops ringing. I do not appreciate that I am supposed to go outside my home in the middle of the night to make the ringing stop. I asked that the doorbell be uninstalled and was advised that I would be transferred to support. I believe that the doorbell is not installed correctly, Safe Touch refuses to fix the problem, they have breeched our contract. Would appreciate if they will just go away so that I can get a system which works and which the provider will address any problems that arise. This is not about money. They were paid to install a system that works, they are paid monthly on time. Why can they not send someone out to fix what should have been fixed when they were told about the problem 9 months ago? I just want them to go away.

  Business Response

  Date: 11/23/2022

  We have never refused to fix any issue that the customer has had. Many issues can be troubleshot over the phone and may not require a technician, however if one is required, we would send one. We would in fact be happy to make any repairs to equipment that is not functioning properly. We have reached out to the customer and offered to fix any issue she may have at no charge but she refused. We will not release the customer from her agreement as she has not given us the opportunity to resolve her issues. 

  Customer Answer

  Date: 11/29/2022

  [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: numerous calls have been made regarding the problem. No one ever offered to send a tech to "fix" the problem until after I submitted a complaint to BBB. I feel that my life has been placed in jeopardy because I have needed to step outside my home at all hours of the night to do the temporary fix. I believe there is a problem with the wiring and if that be true then it could cause an electrical fire thereby destroying totally my home. If Safe Touch had any real interest in addressing this problem it would not have persisted over the last ten months. They were aware of the problem and did nothing. I will take the matter to the ******* ********** ** *********** ******** ******* and if necessary I will pursue the matter in court.

  Regards,

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

  Business Response

  Date: 11/30/2022

  The first time the customer called us with any issue regarding the doorbell was 10/3/2022 at 11:35am. The chime was ringing and she wanted a technician out immediately. In order to receive warranty service, the customer must be placed on the schedule to be seen at the soonest available appointment. We instructed her how to keep it from chiming on its own in the meantime. She did not want to wait for a technician. We have an option for the customer to pay to have a technician come to her immediately, but she did not want to pay, got angry, and hung up on us before we could schedule to have them come out at a later date.

  The second time the customer called was on 11/10/22 at 12:01pm which consisted of her calling us to describe the problem, telling us she is going to do something about it, then hanging up on us again before we had a chance to discuss scheduling a technician. 

  The only 2 time the customer brought this issue to our attention, she hung up on us before we had an opportunity to schedule a technician for warranty repair. 

  On 11/23/22 a manager reached out to her after we received the complaint to address any issues and make any repairs as needed. She berated our manager and hung up on us again without giving us the opportunity to schedule a technician.

  We genuinely would like to repair the issues the customer has, and we never had an opposition to doing so. We have escalated this to management to attempt to have the issue resolved, but the customer refuses to work with us. 

  Customer Answer

  Date: 11/30/2022

  [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: This problem has existed since shortly after the system was installed. Safe Touch was aware of the problem within days of installing the system.. We spoke with Support team member when the problem first started and were advised to go outside and hold down the back doorbell button to keep the front doorbell from ringing constantly. That did not fix the problem. The problem has progressed to the back doorbell ringing non stop. All I have ever asked is that someone come out and do whatever necessary to make it work,  the last time I called Safe Touch to ask for a tech I asked simply that they come and remove the doorbell since it was not working. Well they did not want to do that either rather let me get you over to support. My request was straightforward and simple come out and remove the doorbell. Well if they want to make me a happy customer why not just remove the doorbell since the only thing that will keep it from starting to ring again is to either fix it or remove it. Instead of calling to give me to offer apologies for what they have not done in the past , why not call and say when can I get someone out to fix the problem? I am tired of Safe Touch and I am taking to social media the next time the doorbell starts to ring nonstop with my sad story. How dare they try to paint me as being the unreasonable customer. I did not install the doorbell, I am not an electrician. Perhaps they should send their installers back to "how to install doorbells 101". Because if the doorbell had been installed properly it would not be ringing  randomly without being touched would it? I would not be out of the house in the rain or in the middle of the night during ****** holding down the doorbell so it would stop ringing. They did something wrong or the doorbell would not be ringing by itself. Why not just admit you did something WRONG, FIX IT and move on?

  Regards,

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

  Business Response

  Date: 12/05/2022

  It is not our intention to paint the customer in any way. We are stating the facts regarding our interactions with the customer. The issue that the customer originally had at the time of install was regarding the compatibility of her doorbell with our doorbell camera. We had to install a special adapter in order for it to work. This was completed on 2/8/22. The customer did not make us aware of any issue with the doorbell camera until 10/3/22 which the call ended with her hanging up on us before we could schedule a technician, then again on 11/10/22 which the customer hung up on us before we could schedule a technician. Every interaction with the customer is documented and timestamped. 

   

  The customer stated multiple times in the previous response that she just wants us to come fix the issue or remove the camera. We have attempted to reach this resolution and had a manager reach out to her to attempt to schedule this at no charge. During that call the customer advised our manager that we should hire more intelligent people then hung up on us again.

   

  She is saying that she wants us to fix it. We want that as well. She has yet to give us an opportunity to do so.

  Customer Answer

  Date: 12/07/2022

  [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: Safe Touch is not being transparent about this matter. There is no acknowledgement of the fact that the original installation of the doorbell did not work and so they "reinstalled" the doorbell. That has not worked either, There have been a few calls about the doorbell ringing without anyone being at either door. If anyone rings the front doorbell, the back doorbell begins ringing and will not stop. I do not trust Safe Touch. On November 22, 2022 there was an alarm which occurred because someone walked in the path of the motion detector. I did not arm the system in Away mode because I was advised by Safe Touch personnel  back in May that I must not  arm the system in away mode because my 90 pound dog had set off the alarm; the salesperson who sold me the system had advised that the installers could install the motion detector in such a way that the dog would not set  off the alarm. Now on November 22, I did not arm the system at all but the alarm went off and while the individuals in the house could not tell the operator the code word or where I was, the police were not sent to ensure that all was well.  I was advised that the operator was told by the individuals in my home that they did not know where I was and that I did not have my cell phone with me. The system does not operate as the salesperson said it would. The manager is refusing to acknowledge that several calls have been made regarding the doorbell problem. The system cannot be armed in Away mode, and the fact that their personnel were willing to accept the words of individuals in my home who did not know code word or where I was and even acknowledged that I did not have access to my cell phone is just as frightening as the fact that an 80 year old woman is being asked to "just step outside and hold the back doorbell down until it stops ringing" in the middle of the night or in pouring rain is not acceptable. These people do not give a care about my safety and well being, the only thing they are interested in is maintaining a steady cash flow.

  Regabyrds,

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

• Initial Complaint

  Date:11/07/2022

  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.

  In March 2022, my husband and I worked with a safe touch security representative to install the security system in our home. We were informed at the time of installation that the system is based on month-to-month contracts and could be transferred or cancelled at any time. Fast forward to November of 2022, we are in the middle of relocating and are staying in an *** ***, so we have no reason to keep the alarm system on at this time. We contacted safe touch and were informed we are locked into a 5 year agreement, which is absurd because i would have never signed a 5 year agreement knowing i would be moving within the next 2-3 years. That information was completely omitted as confirmed by other complaints on BBB. The 5 year agreement should be properly disclosed at the time of discussion to avoid any confusion and issues down the line. If multiple consumers are saying the same thing, then someone needs to take a hard look at this company's business practices. My husband and I would like to cancel or at least pause payments until the security system continues to be in use. We will need to transfer it over by December, but do not wish to pay for months the system is not in use.

  Business Response

  Date: 11/09/2022

  The customer signed their agreement in March of 2021 which is attached. Section 5 states that it is for a period of 5 years and section 8.2 states that they have read and understands all of the agreement. We do not, nor have ever offered month to month service. Neither our advertisements nor our salespeople advertise this. We do however allow the service to be transferred at any time. We cannot go by what is believed to be said during the time of signing which is why we have an agreement in place. We apologize if there was any miscommunication at the time of signing and have offered to reduce the term of their agreement to 3 years. We have also offered a cease monitoring in which the customer will continue to pay, but once they have transferred their service those payments are applied to transfer fees or to the monthly bill at the new location. We will also gladly apply a month of credit to the account so they will not have to pay for the next month.

• Initial Complaint

  Date:07/19/2022

  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.

  My family and I set up a safe touch security system several years ago. We were fine with the product, its an ok service. But when I called to talk about my bill I realized the salesman signed us up for a 5 year contract without telling me. Maybe my fault for not reading fine print. Regardless, we have since moved to a new state and Safetouch does not service our new address. When I called to figure out what do to with their contract they told me the new homeowners can take it over or we can pay the rest of the contract (approximately $1,100). When I told them that I would have transferred the service but they couldn't do it the guy on the phone told me tough luck and I have to pay the remainder of the contract. They refused to work with me or try and help me out. This company offers a subpar service with shoddy installation and then traps you into a long and overpriced contract. The customer service guy was rude and hung up on me. I would just like a fair negotiation.

  Business Response

  Date: 07/19/2022

  We apologize if there was any miscommunication at the time of sale and any unprofessionalism from our representative. We will accept the last payment that was made on 7/15/22 as a buyout and close the customers account.