ComplaintsforSafeguard America

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Safe Home Security to end my services via telephone in August 2023 and was told I had to email them,also.I emailed them.I again contacted them by phone and they attempted to convince me not to end service.This has gone on for several years where I have tried to end services and they continued to draft my account.I blocked the draft this month and now they have reported a late payment.I was not pleased with their service and they kept coming up with an excuse for me to continue and drafted my account.My contract was for 5 years and I’ve been with them for over 10 years.They are charging for a months service with late charges and says I have to buy out my contract.

  Business response

  08/13/2024

  In August 2023, Ms. ****** contacted us to inquire about canceling her service. During that conversation, one of our senior account managers offered her a lower rate and a free month of service as a retention offer, hoping to continue the partnership we've had since 2011. Ms. ****** indicated she would consider the offer and get back to us; however, we did not receive any further communication from her until January 8, 2024, when we received her written cancellation request. A senior account manager attempted to reach out to Ms. ******, but there was no response to our attempts to gather more information about her decision.
  
  It's important to note that Ms. ******’s system currently requires a cellular upgrade to maintain communication with our monitoring service. This upgrade is essential to ensure the continued effectiveness of her security system, particularly in emergency situations. We are fully prepared to service Ms. ******'s system, complete the necessary cellular upgrade, and potentially maintain her current monitoring rate. We would be happy to discuss the best way to move forward and address any other concerns Ms. ****** may have.
  
  Warm regards
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* *****

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled an account with this company in March. I was directed to send an email, and I did on 3/19/2024 and it would be canceled. my contract with them was up in May 2024 and they never canceled it and continue to charge my credit card. They will not help at all to get this solved at all. They were very unprofessional as if I owed them yelling at me on the phone.

  Business response

  08/13/2024

  In response to BBB complaint 22098984, Safe Home Security acknowledges receipt of your request to cancel your account.
  
  We have received your cancellation request dated August 8, 2024. However, we have no record of receiving the cancellation request mentioned from March 14, 2024. Please note that in your state, a verbal request is sufficient to initiate the cancellation process. Therefore we will be refunding you for the month  of April, May, June, July and August.
  
  Your account is currently in the process of being closed, and you can expect the cancellation to be finalized by the end of the month.
  
  Thank you for your time and attention to this matter.
  
  Warm regards,
  
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am wanting a final bill for the remaining months of my contract with safe home. I wish to cancel with them and am going with another service. I contacted them last month for this issue and was told I could not cancel. there is a spot in contract that states when cancelling I will be billed for remaining months in contract. after contacting safe home I was refused this request. I want a bill sent to me for the remaining amount of the contract.

  Business response

  08/05/2024

  In response to BBB complaint ********, Safe Home Security acknowledges the receipt of Mr. **** *****' request to cancel his account due to his desire to employ another provider for home alarm monitoring services.
  
  Mr. ***** sent in a cancellation letter, and our Senior Account Managers have made several attempts to reach him without success. The purpose of these calls was to better understand why the client wishes to end his service with our company.
  
  In an effort to resolve this matter, Safe Home Security will be sending a buyout statement of $1,409.59 by mail, which will need to be paid to close the account. Additionally, we would appreciate it if Mr. ***** could provide us with the reason for his cancellation via your platform.
  
  Please **** this complaint as resolved upon receipt of this information.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************
  

  Customer response

  08/14/2024

  Final payment bill has been received. this can now be closed

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In September of 2023, I sold my property at **** * **** **. We completed an amendment for which the new owners were to take over the alarm system/contract that I had with ** ***** ******* (which is who I worked with for my contract and the amendment). A few months back I started to receive a bill from SHS, and they have been completely unhelpful and nor have they followed up with me or had the right department reach out to me. The new owners of the house are using the alarm system in my name still and somehow this allowed through this company as I have been not once called to change anything. I have been told that I would be follow-up with and then get told they are closing out my case. I have a legal document of this transfer and I contacted the person who I have always contacted about my security system and now being told that isn't allowed by SHS and they act like they don't know who ** ***** ******* is. I need to have this closed out and cancelled due to the sell of my house (my contract that I have does not have that I am in a contract with this company nor did I sign a contract, the signature is not mine).

  Business response

  08/01/2024

  We have reviewed this complaint and find no validity to it.  The client agreed to a 3 year term and rate and even had a quality control video agreeing to the terms.  If she wishes to cancel she needs to buyout the contract as stated in section 4 of the agreement.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Safeguard security set my alarm account up on 5/21/2019. I signed up for a 5 year contract with them that would end on 5/21/2024. I no longer needed the alarm so I canceled on July 5, 2024. Safehome or safeguard is trying to tell me they put me in another contract when I didn’t sign anything and plus they haven’t given me any new equipment or update. I just want to cancel the alarm I do not need it and I served my 5 year contract. Do what’s right and let me out of this fake contract scam you guys are using on me. Cancel now!

  Business response

  08/05/2024

  In response to BBB complaint ********, Safe Home Security acknowledges the receipt of the client's request to cancel due to switching to a new security service.
  
  Just as outlined in the complaint the client initially signed a 60-month agreement with us on May 21, 2019, which was renewed in October of 2023, for $52.99 per month, extending the contract for another 60 months. This renewal was agreed upon and completed via email through DocuSign, using the email address ******************.
  
  On July 11, 2024, we received a hand written cancellation letter and then 2 days later our monitoring station begins receiving reports of the system failing to communicate. Amid the clients request to cancel we have become privy to the fact that the client installed ******.
  
  Please note that according to the terms of the renewal agreement, the contract is set to expire on October 12, 2028. As such, there are two options available: We can take back control of our system and continue to provide the agreed-upon services or the client will be responsible to settle services at 90% and that  figure would be$ 2,384.55.
  
  To assist in finding a satisfactory resolution, Senior Account Manager, Milagros C******, has been assigned to your case. She will be reaching out to you shortly to discuss the situation and work towards a mutually acceptable solution.
  
  We va*** your business and are committed to ensuring your satisfaction.
  
  Thank you for your attention to this matter.
  
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************
  

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a contract with Safe Home Security through 2028. We recently decided to sell the house where the alarm system resides in ******** **. When I called to move the security system to our new address in ***** ******* **, they said they don't service that area. I asked to cancel --which seems reasonable since they don't service my new area -- and they told me that moving the system is a courtesy -- that is, they don't have to do it and I'm out of luck. Further they said my options are: (1) pay them $3500 - $3200, now, to get out of the contract (I'm retired and on a fixed income, so I don't have this kind of money) or (2) receive NO security services and yet pay them the services fee of $67/month, through 2028. Knowledge of this policy was not disclosed at the time they set up the service. Previously, I had ***, and when I got a call from the initial Safe Home Security rep, he said he was from *** coming to update my equipment. I wasn't happy with *** either, so I let the transaction complete. Wondering if he thought that because I'm elderly, he could take advantage of me. In any case, I'd be happy to settle on some fair dollar amount, but the Safe Home Security rep refused.

  Business response

  08/06/2024

  In response to BBB complaint ********, Safe Home Security acknowledges the receipt of the client's request to cancel due to relocating from her ***** ****** **** home.
  
  We are pleased to inform you that the client's business has been retained, and her new alarm system is scheduled for installation tomorrow, August 7th. The client has agreed to drop her complaint.
  
  Senior Account Manager, Natasha L**** has been assigned to the client’s case and will follow up until completion of the system relocation.
  
  Warm regards,
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************

  Customer response

  08/15/2024

  The situation was resolved last night and the new security system was installed. I'm no longer disappointed with the company. The technician they sent was very good. His name is Adam Br******. The person assigned to manage my case, Natasha L****, also provided excellent customer service. If the company hires more people like these folks it will be a great company. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have their security system plus a camera outside I was never told I had to have a warranty to have the camera worked on when I got the system put in my house now they're saying it's going to cost me $120 per hour minimum 2 hours work for somebody to come out and put the battery in my camera I am a disabled veteran they will not work with me they informed me that I am under contract till 2028

  Business response

  08/06/2024

  In reference to complaint ID ********,

  We would like to inform you that Daniel G*****, Senior Account Executive at Safe Home Security, has been actively addressing the client's concerns. *** ****** proposed a service date of August 16th; however, he was subsequently informed that the client would not be available until after August 20th.

  We kindly request that the client contact *** ****** directly at their earliest convenience to arrange a suitable service date. *** ******'s contact details are provided below:

  Daniel G*****
  Security Advisor
  Phone: ************
  Email: *****************

  Thank you for your attention to this matter.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrible. I moved from my residence on July 19th. I had informed Safe home security of the move on 3 different occassions and spoke with the "scheduling" team who ensured me in late June, early July they would be there to remove the system from the old home, box it up, and then "schedule" again to hook back up in the new house. The cost was $200 once the new hookup took place and I was fine with that. However 2 days before the sale/close of my home I called again as no one had showed up to remove the system. I was told then they were having trouble finding someone to get to my location, but we're aware of my closing day and would be there before the 19th. We'll, that day came and went, by law I had to leave and the system remained in the old house. I called again to inform Safe home security and all the sudden, and after several phone calls no one knows anything and different offices are in different locations and they claim they have no proof of me calling. Of course they don't. Now, they want to hold me responsible for a system they neglected to move and still charge me monthly without anything in my new home. The most outrageous experience I have ever had. I informed them I want either a new system or be released from my contract. They won't do either. My next step is a lawyer out of sheer principal. I see previous lawsuits for practices in the past with this business and I can see why. I did loose my cool with a representative after telling me I'm on the hook for a problem I did not create. Unreal. Never again.

  Business response

  08/09/2024

  In Response to BBB ID ********: We at Safe Home Security have been in review of the complaint submitted by **** ****** along with his account. Senor Account Executive Shane M**** has been in contact with the client regarding these matters. Upon speaking with the client, Mr. M**** offered that a system be installed in the new location, the offer was declined by the client. We have processed the accounts cancellation as requested. Please consider this matter resolved. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We had a guy come out to our old address ( we moved/ sold our house a month ago) about a year ago selling us door bell cameras. Unfortunately we had not been told we were signing a new contract for 5 years!!! But I have no way to prove that we didn’t know. We moved being forced to get a new system, going back and forth SEVERAL times with MANY people trying to get contract canceled because we don’t want system plus we can’t afford it! Adding in that it’s a constant run-around & problems with absolutely everything. After moving they wouldn’t even shut off our old system till we had new one installed in our new home & we had to pay a month bill for a house / system we no longer own - live in! New system was installed 5 days ago & old system is still on at old house plus they billed me for it after promising me they would credit me for one month. We also NO LONGER HAVE THE CAMERAS !!! We had a choice to take old system costing $250 or new system for $350 , we couldn’t get someone out to uninstall old so had to prepay for new!!! Crazy! We had to REBUY a system!!!! So disappointed in how a company can take advantage of so many people and get away with it. What is wrong with this country?! My husband is not well. We live on a fixed income!! Please help me resolve this problem. We no longer want this security system. We are hoping for our money back of $350 & $80 for the month we didn’t live at a house we sold. Plus a new bill they just took $76!!! Thank you for your help ******** ****

  Business response

  07/18/2024

  The customers old account was cancelled on 6/17/2024. A new system was installed at the new house. This matter is considered resolve 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a home security system from my builder, **** ********, in 2020, which came with a three-year contract. **** ******** sold my contract to Safe Home Security about a year later, which I was caught off guard by and did not understand was a possibility when I was sold the service. Safe Home Security routinely failed to call to verify false alarms, mishandled our billing, was abusive and incompetent with its customer service, and refused to let me out of the contract they had purchased from **** ********. I ultimately paid the reminder of the full contracted amount to terminate early ($245.94) and hire another provider. When SHS terminated its services, they failed to unencrypt devices I purchased and installed myself that were tied into the panel. These devices have now been rendered unusable as a result of SHS's failure and must be replaced at a cost of more than $650.

  Business response

  07/23/2024

  Response to BBB ID ******** Submitted by ******* *****

  We at Safe Home Security have reviewed the complaint submitted by Mr. ******* *****, along with his account details. As indicated in the complaint, Mr. ***** is unable to use the ****** devices with his new alarm company.
  Please be advised that ****** devices are indeed interchangeable. However, they must be factory reset before they can be integrated into a new system. Regrettably, since Mr. *****'s account has been canceled, we are unable to perform this reset from our end. Thank you for your understanding. 

*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. ↩