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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.
    • 4 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: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,

      ***** *****

       

    • Initial Complaint

      Date:05/17/2022

      Type:Order Issues
      Status:
      Answered
      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 UNFORTUNATELY HAD TO SELL MY HOME IN FEBRUARY OF 2021 AND I HAD SAFETOUCH SERVICES, WHEN I TOLD THEM THAT I SOLD THE HOME AND WAS GOING TO BE RENTING AND THE LANDLORD WOULD NOT ALLOW ME TO INSTALL SAFETOUCH THEY SAID I WAS UNDER CONTRACT AND THERE WAS NO WAY OUT OF THE MONTHLY CHARGES THAT WERE BEING DEDUCTED FROM MY CHECKING ACCOUNT. IT HAS BEEN OVER A YEAR, I AM STILL RENTING AND CAN NOT INSTALL A SECURITY SYSTEM AT MY RESIDENCE AND I HAVE CALLED SAFE TOUCH SEVERAL TIMES AND THEY STILL REFUSE TO CANCEL MY SERVICES AND THEY CONTINUE TO CHARGE ME OVER $50 DOLLARS A MONTH FOR A SERVICE I CAN NOT USE AND ACCORDING TO THEM I HAVE TO PAY FOR 2 MORE YEARS UNTIL THE CONTRACT ENDS. SO I WILL HAVE TO PAY THEM OVER $1,800 DOLLARS ON A SECURITY SYSTEM I NO LONGER HAVE AND FOR MONTHLY SERVICE I DONT USE.

      Business Response

      Date: 05/17/2022

      In October of 2018 the customer signed an agreement to have equipment installed at a promotional rate with the stipulation that the agreement term would be for a minimum of 5 years. Per the agreement, moving does not release the customer from their responsibility. It is outside of our control that the customer is unable to transfer their services to the new location. We will cancel the customers agreement and no longer require payment, but we will not refund what they already paid, as they were doing so per the terms of the agreement they signed. 

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