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Business Profile

Security System Monitors

SafeTouch Security

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

This profile includes complaints for SafeTouch Security's headquarters and its corporate-owned locations. To view all corporate locations, see

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SafeTouch Security has 2 locations, listed below.

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    Customer Complaints Summary

    • 12 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 bought a house that had a Safe touch security system, and their sales rep told me the only way to stop the prior owner from monitoring cameras in my own house was to get monitoring myself, So I did. Then, a year later I sold the house, and now they refuse to cancel monitoring, and are hitting me with a $59.95 monthly monitoring, for monitoring that they are not doing. I don't even have any equipment for them to monitor! I never bought any equipment from them, and have no equipment to return or sell. They are charging me for monitoring, and they are not monitoring. I simply want to cancel a worthless service they are NOT PROVIDING!

      Business Response

      Date: 02/21/2023

      In order for any camera to be remotely monitored they would
      have to be connected to a power source and configured to a specific internet
      connection. If there was any concern with previous homeowners monitoring the
      cameras, the customer could simply unplug the camera.

      Aside from any of that, the customer signed an agreement on
      11/2/21 to have our service and be responsible for the payments of that service
      for a minimum of 3 years regardless of if they move. The customer can transfer
      their services as well, which we have previously advised. The customer also
      signed a cease monitoring form on 1/31/23 which very clearly states that they
      will still be responsible for these payments regardless of there being no active
      monitoring. Attached is the cease monitoring form as well as the security
      services agreement. The customer signed these forms agreeing to be responsible
      for the payments, so we will not be releasing them from the agreement.

      Business Response

      Date: 02/23/2023

      Attached are the documents previously mentioned.

      Customer Answer

      Date: 02/24/2023

      [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:


      The business reached out to me, and explained the options I have, and presented a resolution I found acceptable. thank you. 





      Regards,



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




       

    • Initial Complaint

      Date:01/20/2023

      Type:Order Issues
      Status:
      Resolved
      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 had safetouch activation in my home after buy the house. It was a transfer of services due to equipment in house .
      It was $29.95 a month service. After a year I needed a doorbell camera due to harassment from previous owner. I was toldi was told that the system was a free no charge upgrade and they didn't even run my credit. The new monthly charge was $61 due to the doorbell and cloud services. The equipment after 2 years has been nothing but a problem. Doorbell was replaced because it doesn't handle the heat and cold outside well. When visitors ring the bell it doesn't work and is delayed. I called multiple times to bring up the issues about the doorbell and app but no one cares. So I called today to downgrade to a regular basic service again since I'm replacing the doorbell camera with a regular doorbell. Shockingly I now will be charged $57 a month for basic! I am in a contract so I am either stuck with $62 or $57 a month. Apparently the salesman did not inform me that I am paying for the new alarm panel that was "free". What a joke! I never received the new contract agreement until today when I was disputing the fees. Wish I never upgraded with them. Price gouging!

      Business Response

      Date: 01/23/2023

      We have since spoken to the customer, removed the skybell, and reduced her monthly rate to an agreeable amount. 

      Customer Answer

      Date: 01/24/2023

      [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,



      ***** *****




       

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