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:06/26/2024

  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.

  I have had this service for 10 years and have been paying monthly. I have called and written then company to cancel. They have refused and were insisting that they help me with the system I don’t know how many other ways to tell them to cancel it. I don’t and haven’t used their services and I want it cancelled.

  Business Response

  Date: 07/01/2024

  BBB Complaint: ******** Dear *** *****, Thank you for bringing your concern to our attention. We have received your request to close your account. Our Senior Retention Representative, Natasha L****, has been assigned to handle your request. However, when Ms. L**** attempted to contact you, she found that the phone number ###-###-#### was disconnected and the number ###-###-#### could not be reached. We are currently processing your cancellation request, which may take up to 30 days to complete. In the meantime, we encourage you to reach out to Ms. L**** directly at ###-###-####, extension ****, to discuss this matter further. We appreciate your patience and understanding.

  Customer Answer

  Date: 07/08/2024

  I attempted to call ms. L**** and got voicemail. The landline is disconnected but the mobile number mentioned is correct. After speaking with Christy #**** the last time I seriously never want to speak with anyone at this company again. I just want it cancelled.

  Thank you ,

  **** ** *****

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

  ###-###-####

• Initial Complaint

  Date:03/12/2024

  Type:Billing 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 had my alarm system with them in 2020. They upgraded their system to 5g but my system was not compatible with it. It was still 3g.i only found out because i did an alarm check and nothing happened. I called and that’s what they said was the issue I called to schedule an upgrade, but they kept saying they had to wait until a technician was available for my area. This continued for over 3 months and they were still charging me even though I didn’t have monitoring or service. After 4 months of back and forth I cancelled the service. The contract had expired. I received a refund of 2 months service. They sent me a letter on March 2024 saying I had a bill of 628.40 and still charging me monitoring fees even though they aren’t monitoring and the system is inoperable. I called to talk about the bill. They couldn’t give me an answer. They said it’s in collections. I called collections and didn’t get an answer. It’s almost impossible to get a straight answer when you eventually get someone to answer the phone.

  Business Response

  Date: 03/25/2024

  Response to BBB Complaint #********, We have received the complaint from the client regarding a billing adjustment request. Upon careful review of the circumstances outlined in the complaint, it is evident that there is a misunderstanding regarding the necessity of a 3G to 4G communication upgrade for the client's security system. The client expressed concerns about their system's inability to undergo the communication upgrade and consequently ceased payments. It's important to clarify that this upgrade is not initiated by Safe Home Security but is rather a mandatory transition due to the ******* ************** ********** ***** sunsetting 3G cell phone towers in favor of 4G technology, a change affecting millions of users. Records indicate that the client was offered the communication upgrade on multiple occasions: May 5th, 2020; February 13th, 2023; May 26th, 2023; July 21st, 2023; August 7th, 2023; and finally on October 18th, 2023. Despite these offers, the client's account remains past due, currently totaling $628.40, with two additional payments pending as well as the clients system still inoperable. To address the situation and provide a resolution, we would like to extend an offer to the client. We propose a waiver of $130.00 from the past due balance, allowing the client to settle the remaining balance and enter into a new contract at a rate of $44.99 for a minimum term of 36 months. To facilitate this offer and address any further concerns, we have assigned this case to our retention specialist, Alexis Bolovis. Alexis will contact the client to present the same offer and ensure clarity on the matter. We appreciate your attention to this matter and remain committed to resolving it promptly. Sincerely, Princess B***, Manager, Retention

• Initial Complaint

  Date:02/27/2024

  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.

  I have spoken with several representative concerning my contract with Safe Home Security. I was told my contract expiration date was April 5th and needed to give a 30 day notice. I later received a call from Ryan (****) wanting to talk about my service. We were disconnected. I called on 02/27/2024 to notify Safe Home that I wanted to cancel the services. I was then told that I needed to submit a 60 day written notice. After the representative insisted that I had to submit a 60 day written notice I submitted the notice. I asked to speak to a manager and was told the managers were all busy with other customers. I said I would wait and was told that was not allowed I had to call back. I called back and spoke with another representative who told me that since the notice was not a 60 day notice I would automatically be enrolled into another year contract, but my notice will be put on file and I can cancel after that year. I would like to cancel this contract I am not happy with the service. The service that I have received was unacceptable to me.

  Business Response

  Date: 03/11/2024

  Dear BBB, Safe Home Security acknowledges receipt of the client's request to cancel, as indicated by BBB Complaint ID ********. However, we regret to inform you that, based on the terms of the contract signed on April 5th, 2021, the client is currently ineligible for cancellation. The contractual agreement, binding the client for a three-year term, stipulates that cancellation requests must be submitted 60 days in advance of the contract's expiration date, which falls on April 5th, 2024. As such, the client's current request does not align with the specified notice period. In the interest of understanding the client's concerns and addressing any issues she may have, we are keen to learn more about her decision to terminate the service after a longstanding relationship of 12 years. We value our clients and their feedback, and we aim to provide the best possible service. We eagerly await the client's response, hoping to gain insights that may assist us in addressing her needs and concerns effectively. Thank you for your attention to this matter.

  Customer Answer

  Date: 03/12/2024

  I spoke with one of their representative and was told 30 days.  I have received two calls from Safe Home wanting me to continue with their services. If they had cared as much about my concerns I would not be canceling services. I would like for them to provide me a copy of the contract. I would also like a copy of any documentation concerning the change in the process of alerting me when the alert goes off. 

  Customer Answer

  Date: 03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I spoke with one of their representative and was told 30 days.  I have received two calls from Safe Home wanting me to continue with their services. If they had cared as much about my concerns I would not be canceling services. I would like for them to provide me a copy of the contract. I would also like a copy of any documentation concerning the change in the process of alerting me when the alert goes off.
  Sincerely,
  
  ***** ********

  Business Response

  Date: 03/26/2024

  Per your request, a copy of the contract will be forwarded 

• Initial Complaint

  Date:12/14/2023

  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.

  I have a contract that started April 22, 2019 and it was for 3 years. I decided to cancel because of my age and not needing the service and the contract expired. I am 81 years of age and my Neighbor ******* ****** ************ helps me. I don't speak English. Please send info in Spanish. Just cancellation of service wich I have requested since October 10, 2023.

  Business Response

  Date: 12/15/2023

  This account is being cancelled without further obligation

  Customer Answer

  Date: 12/17/2023

  
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:11/02/2023

  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.

  This company fails to service the equipment that we pay $250/quarter for. We have contacted them numerous times and are told they will get to us when they can get to us. This is unacceptable and they continue to send bills. Our customer ID is ******. We have been trying to get service for the past almost 3 months. And we are told we are locked into a contract until 2026.

  Business Response

  Date: 11/13/2023

  In response to BBB ID ******** for ****** *******: Safe Home Security Senior Account Executive, Lynn S****, has been in contact with Ms. ******* regarding the matters stated in the complaint. Upon speaking with the client, Ms. S**** applied a credit to the clients bill for the time they were waiting on a service technician. Furthermore, Ms. S**** was able to work with our in-house technicians who called and spoke with the client to resolve the system tamper over the phone. As of November 13, 2023, there are no active trouble alerts on the clients alarm system. Should the client need further assistance, please have them contact Ms. S**** directly at ###-###-####. 

• Initial Complaint

  Date:09/18/2023

  Type:Billing 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.

  Safe Home Security Inc. has shown me unfair treatment in their billing practices. I tried to cancel their services in Oct. 2022 and was told that I could NOT until Feb. of 2023. So I called them to cancel in Feb. 2023 and I was told that I had to put it in writing NOT a phone call. So in March of 2023 I emailed the company to cancel . In April 2023 the money was still being taken out of my bank account. In April 2023 I went to my bank to have them stop the payments and they said that they would handle the problem. Since, then I get a bill each month doubling then tripling the amount with no cancellation of their services.

  Business Response

  Date: 09/22/2023

  In response to BBB complaint ID ******** Safe Home Security has received *** *** **** ****** request to cancel service with us. At this time we can not cancel the clients service due to an existing obligation. A new 36 month contract was executed on October 11th, 2021 via email. That email address is *************************. The client received 3 months free of monitoring and a decrease in the monthly monitoring rate in exchange. Per the clients contractual agreement with Safe Home Security the account can be closed October 11th, 2024. Please close this complaint as resolved. 

• Initial Complaint

  Date:09/07/2023

  Type:Billing 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.

  This is the second time I have had to file a complaint against Safe Home Security. I was assured with the last complaint my account would be credited for time without service it never happened. Now here filing another complaint for the service not working again for 2 months Two service appointments were made no tech showed up so I called back to set another appointment. Received a call from safe home to be told they can not send a tech. This is the third time they have breached and I informed them and told them I would be stopping ach payments till service was fixed to be told by the rep I would be taken to court.I am now filing with you and ******** ********

  Business Response

  Date: 09/07/2023

  It appears service was completed today.

• Initial Complaint

  Date:12/14/2022

  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.

  Thanks for your help, On 8/5/22, I called Safe Home Security and asked what we needed to do in order to cancel our service. The person over the phone said, we could NOT cancel over the phone. Instead we must cancel by emailing: (Copied below is my last email I had just sent, It explains everything) Emailed 12/13/2022 To whom it may concern, This is Customer: ********* ******** and (******* ********) at ** ******** ** ******* ** ***** Customer ID: 427027 Home telephone: ###-###-#### Our 2 contacts are: Son: ******* ******** ###-###-#### Daughter: Isabel Pentel ###-###-#### This is my 3rd attempt to Cancel our service. Back on August 5th, I called Safe Home security and asked what I needed to do in order to cancel our service / subscription. (as in to stop ALL billing). * I was told over the phone that WE MUST DO SO BY EMAILING YOU OUR CANCELLATION to: Which I did promptly on August 5th, 2022. I was told we had to pay $62.34 and that would be OUR FINAL payment and that afterwards there would be NO MORE charges. So we did send "Said" (mail) out on the very same day. Attached is: 1) a .JPG Picture of your billing statement "date due" 8/14/22. 2) ALSO the carbon copy of our check book....check # ***, made payable to Safe Home Security, date written 8/5/22. Which your company has long cashed and taken from us. PLEASE, do as your person over the phone had said and CANCEL our account with Safe Home Security. Today we receive another letter from you claiming that We OWE yet another $62.34 and also threatening us with credit bureaus. THAT we will not stand for and we will be making a claim with the "Better Business Bureau" (BBB). Sincerely, just cancel our service. Customer Francesca ******** using my Son's Email. ______ Thank you BBB, for taking the time to help us_____ :) Please contact my son ******* ******** Via his cell for more info ###-###-####

  Business Response

  Date: 12/19/2022

  In Response to BBB ID ******** for ********* ********: Account Specialist, Josh S****, has been in contact with ******* ******** as requested by the customer. Upon speaking with Mr. ********, we at Safe Home Security were informed that a check for the final payment was sent in. Once the payment posts, the account will be cancelled. Should the client have any further questions please call ###-###-####.

• Initial Complaint

  Date:10/28/2022

  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.

  August 2022 my security system was reported to be faulty. I requested a technician repair problem on my home. I placed calls weekly for service. To date, I am told "no technicians are available ". I request my contract with Safe Home be ended. I'm told, I'm under contract with them until July 20, 2025. They are debiting my checking account $60+ monthly after stating I would be given credit of this amount.

  Business Response

  Date: 11/04/2022

  In Response to BBB ID ********: Thank you for bringing this to our attention. We at Safe Home Security are fully dedicated to servicing Ms. ******* alarm system. Our Records show that Ms. ***** called in and spoke with Customer Service Representative Emma R****. Ms. R**** quickly responded to Ms. ******* request for a service technician and was able to get a service appointment scheduled for Monday November 7th between the hours of 9AM and 1PM. Along with scheduling the service appointment, Ms. R**** applied a 2 month credit to Ms. *****s account for the inconvenience of not having service. 

   

  Customer Answer

  Date: 11/09/2022

  
  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.

  On Tuesday  , November  8th, Nate, technician from Safe Home, installed new sensors on basement and backdoor and rechecked security system 

   
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/29/2022

  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.

  This company, Safe Home Security, Inc. has used unethical practices, ignoring my requests to cancel their out of contract alarm monitoring services (my contract with this company expired on January 21, 2022), to stop charging for monitoring services that they are no longer providing since June 16, 2022, to stop sending invoices, attempting to charge for future services no longer being provided and for not applicable late fees and processing fees. Not only this company, Safe Home Security, Inc., has ignored my requests, they have gone as far as affecting my credit by sending false information to the credit agencies regarding a debt that they allege that I owe for services that they are no longer providing.

  Business Response

  Date: 10/14/2022

  The account has been cancelled, per the customers request, with no further financial obligation. A credit update has been requested. Please allow 30 days for it to be reflected on the credit report(s). 

  Customer Answer

  Date: 10/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this proposed resolution would be satisfactory to me, provided that my credit reports are cleaned from the debt that was incorrectly reported and credit rating is returned to where it was prior to the incorrectly reported debt. Will have to wait until the proposed solution appears in my credit score.
  
  Sincerely,
  
  ****** *******