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:02/12/2024

  Type:Sales and Advertising 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 began using Safetouch while renting our first home back in 2022 as an 18 and 19 year old. We were never once told about any type of contract when signing the forms and ******* from Safe touch Security failed to inform us about the 5 year contract we would be accepting. I believe ****** took advantage of us just to make a sale. We reached out to Safetouch when learning that we had to move and they were absolutely rude and had no sympathy to the fact that we were young and did not have the money to continue the contract that we were unaware of. We no longer had the money to transfer the system or pay the monthly monitoring fees. We were informed to breach contract it would be close to **** dollars which is totally undoable for our circumstances.

  Business Response

  Date: 02/12/2024

  We do not have any accounts under ******************************* or at the address provided. Please provide the address where the system was installed.

  Customer Answer

  Date: 02/12/2024

  Yes the account was in my name along with my husband. The service address was for ************************************************* 

  Business Response

  Date: 02/13/2024

  In February of 2022 the customer signed an agreement to have services for a minimum of 5 years. We cannot go by what is said at the time of signing which is why we have a signed agreement in writing. The agreement states that the client has read and understands all terms of the agreement. The agreement also outlines the home solicitation right of cancelation which gives the customer 3 days to read the terms and cancel if they do not find them agreeable. 

  To attempt to come to a resolution, we will reduce the term from 5 years to 3 years which reduces the total payout from $2142.70 to $673.43.

  Customer Answer

  Date: 02/14/2024

  Would it be possible to get something in writing sent to my email ********************* from SafeTouch letting us know that they would take the 675 to breach the contract. And also would it be possible to pay by credit card. We are definitely interested but just needing a little more information. 

  Business Response

  Date: 02/14/2024

  You can pay by phone with a credit card. We will have an email sent to confirm.

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Am wanting to switch from 5 year contract to 3 year contract. Both were originally available. But saying that I can’t now switch. This is with Safe Touch Security.

  Business Response

  Date: 06/16/2023

  The customer was given the option between a 3 year and 5 year term at the time of sale. She chose a 5 year term in order to receive additional promotions. The customer signed an agreement with a 5 year term and received the promotion, so we will not be able to reduce the term.

• Initial Complaint

  Date:12/14/2022

  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.

  On Nov. 21, Safe Touch technician ****** ***** ***** took a highly polished granite ********* celt (a stone-age hand tool) from my home while here to make a repair (for the second time in the same week). He has been here before; at least 4 times in the past year (one time twice in the same day because he was unable to fix the problem the first time). He spent over an hour here, most of it standing in my kitchen ( where I keep the celt) talking on the phone to his supervisor. There is absolutely no question of his guilt, as no one else has been in my home. When I reported the theft to his boss, I requested that he tell Dan that if he returned my celt he would not have to take a polygraph (which I volunteered to pay for) and that would be the end of it as far as I was concerned. Instead, Supervisor ***** ******** ************* simply accepted Dan's denial with no further action or repercussions. His statement was "He was not a thief -he had TOP SECRET clearance in the military". This is ridiculous! I have not been able to reach the owner, Lester Jackson, so I am going to contact the Department of Business and Professional Regulation next. I have already filed a police report with *******. * *** ************ and I intend to pursue every avenue available to me to have my property returned. Not only is it thousands of years old but is worth thousands of dollars and is INVALUABLE to me. I bought it over 40 years ago from an anthropologist at U. of F. and I WANT IT BACK! This man should not be able to simply deny his crime, keep his job, and continue to enter unsuspecting people's homes. If this is not resolved I intend to utilize every avenue at my disposal to let others know the risk of letting these technicians into their homes. I will use Yelp, ******** *** ****** ******* ****** to get the word out, I will take this to court if I have to. Please advise me as to the best next action I should take to resolve this situation. Thank you.

  Business Response

  Date: 12/15/2022

  We are a company that provides security for our customers.  Our reputation is one of our most valuable assets, so we take these matters very seriously. We know and trust Dan, therefore we have no reason to not believe his statement concerning this matter.  He has been questioned by his immediate supervisors as well as upper management regarding your complaint.  We have never had any incidents with Dan during his tenure with SafeTouch. He, as well as all our employees, are vetted and go through extensive background checks before they are considered for employment.
  We will be happy to comply with any investigation and definitely want to go over any proof that can be provided.  Until so, we simply cannot wield accusations without cause, and we cannot verify cause without any type of proof of the infraction. 

  Customer Answer

  Date: 12/17/2022

  [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:  *** ******* denial is simply not sufficient.  He has every reason to lie, when telling the truth would cost him his job.  Common sense should tell you that an employee who is confronted in this manner, with no repercussions for his lie would never admit guilt.  If you value your reputation for providing the finest level of security for your customers, then you should start by polygraphing the employees that you plan to send into peoples' homes before you hire them and letting them no that any accusations of stealing would result in another polygraph to determine if they should be terminated for cause (and prosecuted).  I filed formal charges yesterday and  I am meeting with a Clay County State Attorney next week to discuss this case.   I owned a company in the 1980s that provided CCTV for the US Navy. JEA, the Duval County School System,  Georgia Pacific, AT&T Universal Card Services, Huntley Jiffy, Gate Petroleum and many other large companies.  Obviously, you have a lot to learn about providing security.  I refuse to accept your handling of this matter and plan to pursue a just resolution by any means necessary  and  for as long as it takes.   Regards,

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

  Business Response

  Date: 12/20/2022

  We at ********* have conducted an internal investigation into this matter and have determined that there is simply no proof that the technician had anything to do with the disappearance of the referenced item.  *** ********** should pursue whatever avenue she feels is necessary and we will cooperate in any manner possible with law enforcement should they request assistance.

• Initial Complaint

  Date:11/15/2022

  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.

  When I tried to cancel the services because I was moving out of state, I was informed that I could not because I signed a 5 year contract. I was never informed it was a 5 year contract. When I looked at the documents that were sent to my email via docusign, only the credit application is my signature. All other signatures on the document are not mine. I did sign paper documents at installation. These can also be compared to the the signatures on the contract to see that the contract is not my signature. When I called to get a resolution I was given the run around and threatened with scare tactics. The manager of the retention department refuses to answer my calls or return my voicemails. I did not want to pursue legal action yet for fraudulent signatures, I just want the service canceled and to just be done with them. Reaching out through the BBB first to see if they can help without needing to drag this through court. I can provide all documentation necessary.

  Business Response

  Date: 11/16/2022

  Our retention manager has since spoken to the customer and are awaiting documents to show proof of her moving in order to have the account closed.

• Initial Complaint

  Date:10/17/2022

  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.

  When the gentleman came to our home, he never mentioned a 5 year contract. When he was attempting to email us at that time the agreement, he was experiencing technical difficulties. Not 1 mention of a 5 year agreement since we purchased the equipment in full up front. He plainly stated that there was no commitment whatsoever since we purchased up front. We have contacted them repeatedly in the past concerning system not working properly. It was/still is not picking up most activity. We gave up on contacting them anymore due to they will not properly fix the issue. We are paying for a security system that doesn’t work most of the time. Customer service is rude and takes a long time to get back with us.

  Business Response

  Date: 10/17/2022

  Attached is a copy of the agreement that the customer signed. Section 8.2 states that by signing they have read and understand all terms of the agreement, and section 5.1 states that the term is for 5 years. We apologize if there was any miscommunication at the time of signing. We are generally very upfront about the terms of our agreement. The equipment was not purchased in full up front, the customer only paid for additional equipment that was outside of the package they received for signing up. We have the written agreement in place because we cannot go by what was believed to be said at the time of sale. We will reduce their term to 3 years instead of 5 and notify a supervisor of their technical issue to get them taken care of. We want the customers to be happy with the equipment and for it to function to their liking within it's ability to do so.