ComplaintsforSafe Home Security, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My security service was sold to Safe Home Security (SHS). Due to having security system issues, my wife called to see about having a technician come out to fix the system. The old company would send a tech for free. They tried to sell her insurance on several things including the battery at pretty high monthly costs so I called to cancel the service and the rep said that SHS would send a tech to our home for free to resolve the problem with the system if I did not cancel. I agreed. At the end of the call, the SHS rep offered a 36 month contract and I said I did not want a contract. I was never send the contract either. The technician came to the house, found the problem and fixed it. Then I received a call from SHS and they asked for me to send them the signed contract. I told them again that I did not want a contract. When I received my bill, there was a charge for the technician to come to the house. I called repeatedly again and they said that without a contract, there would be the charge. I told them that the SHS rep never told me that the contract was required for the free visit and I was never sent the contract. If I were told that there was going to be a fee, I would have cancelled the technician and the service. SHS keeps saying over numerous calls that the rep I spoke with is no longer with the company which is not relevant. The calls are recorded and they agreed to review the call and if I was not told that there would be a charge without a contract, then they would not charge me the fee. This has gone on for over two months now and they are now charging late fees. The expected resolution is to review the phone conversations and if I was not told that the contract was required to get the free visit, to remove the charge. If they say that I was told, then they need to send me the recording of the call and if I was told, then I will pay the fee. In all cases, SHS will need to remove the late fees due to them slow walking the resolution.

  Business response

  07/23/2024

  In response to BBB ID ******** submitted by ****** *******. We at Safe Home Security have been in review of the complaint submitted by Mr. ******* along with his account. Senior Customer Service Manager, Taylor A*****, has reached out to the client regarding the matters stated in this complaint. Unfortunately Ms. A***** was unable to reach Mr. ******* and a voicemail was left. 
  
  Ms. A***** has requested a credit on the account for the $99 that was improperly invoiced along with the two late fees for a total credit of $119. 
  
  At this time, there is a $27 balance on the account for the month of July 2024. Should Mr. ******* have any questions we ask that he contact Ms. A***** directly at ###-###-####.

  Customer response

  07/28/2024

  
  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.  SHS did leave a message and I called them back and left a message as well.  They did let me know the credit was issued and I do appreciate it.  Thank you.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called about an issue with my camera outside which they did nothing about. At the time of the call they advised me if I added at 10 per month insurance then it would cover. Well my camera was not replaced or covered and when they sent over paperwork they added an extension to my contract. When I tried to close the acct. I was told my contract had been extended without my knowledge when the insurance was added.. t

  Business response

  07/23/2024

  I don't see the client has spoken to anyone here since 2022.  There is no cancellation letter request on file and her agreement runs through 7/2025.  If you would like to cancel you need to write a cancellation request letter and pay the remaining balance due through July 2025.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Signed a contract on 6-7-24. As per their cancellation policy, I emailed to cancel the contract on 6-8-24. I have all the emails on my PC. They acknowledged they had received the cancellation. They then billed me $47.99 on 7-3-24 for monitoring. I called on 6-26-24 to check on the cancellation. It was still not in their system. I called again on 7-3-24 about the charge to my account and the progress of the cancellation. I was told I would get confirmation of the cancellation. As of this date I have still not received any confirmation. I am still getting calls that they are getting no response back from their test signals. I want this account cancelled and done, please!

  Business response

  07/24/2024

  ** ******** ** *** ********* ********* **** **** ******** ************ *** ******* ******* ** ****** *** **********
  
  On March 22, 2024, Ms. ***** signed a new 60-month agreement with one of our customer service representatives to add battery coverage to her already existing parts and labor coverage. Just two months after executing this agreement, Ms. ***** experienced an interruption in service with her home landline, which is how the alarm system communicates with our monitoring station.
  
  Ms. ***** called us in response to notifications from our monitoring station about the communication failure. She spoke with Senior Account Executive Kevin H******, who explained that the issue seemed to stem from the landline. To have the system communicate independently of the phone line, a panel upgrade was required. Kevin proposed a $10.00 increase for the communications upgrade and a $300.00 upfront payment for the panel upgrade. Ms. ***** agreed, paid the upfront cost, and signed a new agreement.
  
  Three days after signing the newest agreement, we called to offer a service date for two days later, but Ms. ***** declined and reiterated her desire to cancel. The agreement signed on June 7, 2024, with Kevin is voided as the work associated with that contract was not performed. However, the agreement executed in March 2024 remains in effect, and Ms. ***** is still responsible for it. Additionally, her system remains inoperable at this time due to the landline issues.
  
  We strongly suggest that Ms. ***** contact us to revisit the system upgrade. Currently, we are enforcing an agreement for a nonfunctional system due to the landline issues.
  
  Thank you for your attention to this matter.
  
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************

  Customer response

  07/24/2024

  I signed a new agreement on June 7, 2024.  It was my understanding that this new contract superceded and replaced the original contract.

  I cancelled the cpontract on June 8, 2024.

  At no point was I informed that the old contract would be enforced.

  Safe Home refunded the deposit I made for the new contract.

  Again, at no point was I told that the original contract would be enforced.

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

  Customer response

  07/24/2024

  
  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

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am trying to do an early cancellation of my contract. The First Lady lied and said I couldn’t unless I am selling my house and that it says that in my contact. My contract actually says that I can do an early cancellation upon receipt of 90% of the unpaid contract balance. I called back again and talked to a man that says he can’t help me and I needed to send an email to **************************. I did that and I have heard from no one. I just want to pay off my contract and never have to deal with this horrible company again.

  Business response

  07/22/2024

  In response to BBB complaint ********, Safe Home Security acknowledges receipt of Mrs. ********’s request to cancel her service and be provided a payoff amount.
  
  Due to the challenges the client has experienced with the relocation of her alarm service, we will honor her request for a buyout. The payoff amount, calculated at 90%, is $1,727.73. An official invoice reflecting this figure will be mailed to Mrs. ********’s home.
  
  We thank you for your time and attention to this matter.
  
  Please close this complaint as resolved.
  
  Princess B***
  Manager, Retention
  
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My mom has a security system that hasn't worked in over a week. We had a service person / Anthony come out today and service the device. It turns out the system no longer works. He called his super and they told him to put in an old system which he doesn't carry or we could sign a 3 year contract to get a new system. We have on file that we are canceling the account when the contract is over on 1-7-25, they won't wavier the last five months even though the system doesn't work ! My mom is 92 and is not going to resign with another contract at her age. I have talked to two people with the company and they said that if I didn't a 3 yr contract we would just have to pay it anyway. Please help my mom. Thank you, ***** *********

  Business response

  07/12/2024

  The account has been cancelled, with no further obligation, with no payment due. 

  Customer response

  07/12/2024

  
  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,
  
  ***** For ****** ********* For *******

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2018, we engaged the services of Safe Home Security for security monitoring at *** *********** *****. We initially attempted to cancel these services in 2020 and again in 2021. Despite these attempts, the contract was not successfully canceled until 2022, when we completed a buyout and paid a $3,000 fee to finalize the cancellation. Today, on July 1, 2024, we received a bill from Safe Home Securities for thousands of dollars in late fees. This is despite the fact that the contract was canceled in 2022 and we have since moved from the contracted property. Receiving this unexpected bill has caused significant distress and confusion. We have already settled all obligations with [Security Company Name] and have moved from the contracted property. This billing error has wasted our time and caused unnecessary financial anxiety. We have made multiple attempts to cancel the contract with Safe Home Security over the years: 2020: Initial attempt to cancel the service. 2021: Second attempt to cancel the service. 2022: Finalized contract cancellation through a $3,000 buyout. We request the immediate reversal of all charges and late fees billed after the 2022 cancellation. We also seek written confirmation that our account is closed and that no further charges will be issued. We expect this matter to be resolved within the next week to avoid any further inconvenience.

  Business response

  07/11/2024

  In response to complaint # ********
  
  *** ********, after further investigation of this matter it has been deemed that this account will be closed and there is no balance owed.  The request for the reversal of all charges and fees will be granted.
  
  Respectfully,
  
  Jevaun P*******
  Corporate Director of Sales and Service
  Safe Home Security
  **** ****** *** *********** *** ***** ************* ***** **************************************** ***************************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am seeking immediate release from contract. I never consciously signed up for a 5 year contract. I am selling the house and no longer need their services.. SHS refuses to cancel my account.. i am now a victim to deceptive business practices that seek to keep me financially hostage for another 4 years of uneeded and unwanted services.

  Business response

  07/08/2024

  Good afternoon, regarding the request to cancel the account, the company requires the completion of the agreement. As discussed with our representative, Rebecca P******, and the client, it was clarified that the agreement entails a $54.99 fee with a Parts and Labor Warranty and a 60-month term. During the account setup process, Ms. P****** informed the client about the necessary emergency contacts and the verbal passcode for verification. Additionally, Ms. P****** mentioned that the client's sister had a similar 60-month term and offered the same terms to the client, which were subsequently sent for the client's signature.Given this information, the agreement remains in effect. We offer the client two options: Pay the contract buyout $2,728.70. or transfer the system to a new address and continue the contract there.
  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  *** ******** ** was bought by Safe Home Security. Safe Home Security contacted me to tell me I needed buy all new equipment, as mine would no longer work. I have notified them in writing and over the phone at least six times that I would not use their services and I not be upgrading my equipment. Every time I call billing the say the issue is resolved. Then I get a bill the next month. I have perfect credit. I am worried about this company reporting my bill as unpaid. I spoke with Bill at customer service yesterday, June 24. They could not help me and they said they only work with service. Billing has not cancelled my account. Customer cannot help. I have never upgraded my equipment with this company. They have not provided me with security of my home. They continue to bill me monthly. Please help me. Please see if this company has effected my credit.

  Business response

  07/09/2024

  In response to BBB complaint ID ********, Safe Home Security acknowledges the client's request to cancel. We are able to move forward with the client's request to cancel at this time as she has satisfied her contract with us. Additionally, we will provide a credit update for the client. Please close this complaint as resolved. Thank you and warm regards, Princess B***, Manager, Retention.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have waited for over a year for my panel to be fixed it has torn the drywall off of my wall. I also have waited for 4 months for a front door alarm installed. I am in a high crime area. I am still paying a bill were the security is not up to standards.

  Business response

  06/21/2024

  Our dispatch team has reached out to the client and service is scheduled for June 2th between 9 am and 1 pm. Our technician will call the client when he is on the way. 

  Business response

  06/24/2024

  Correction the service date is the 28th of June. 

  Customer response

  06/24/2024

  
  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

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have had the company in place for over six years in two homes. (The current home purchased an entirely new system outright) They use fraudulent tactics to keep you under contract. DO NOT DO BUSINESS with this company. They harassed me constantly after canceling service on May 7th with Daniel around 3pm that we could not end our service. They should be stopped from doing business!

  Business response

  06/26/2024

  In response to BBB complaint ID *********, Safe Home Security is in receipt of Mr. *****’s request to cancel. Mr. ***** initially contacted us on November 19, 2019, to cancel his account due to relocating from **** ****** ******* **** to his current location. During this call, our representative, Jessica T*********, discussed the option of setting up a new system in his new home in *******. Mr. ***** agreed to a new 60-month agreement at a rate of $54.99 per month. Additionally, Mr. ***** contracted again in April of 2021 to add parts and labor coverage to his contract. On May 7, 2024, Mr. ***** called and spoke with Daniel G***** about issues he was experiencing with his alarm application. During this call, Mr. ***** also asked when his current monitoring agreement would end. Mr. G***** informed him his expiration date is April of 2026. Mr. ***** at that time expressed his frustration with his expiration date being so far away and ended the call before Mr. G***** could address his concerns or provide assistance. Stating to Mr. G***** “ Acknowledge that you hear I am cancelling” “ I do not need this service”. As per the terms of the contract, Mr. ***** is obligated to fulfill his agreement until its expiration on April 5, 2026. The agreement allows for early cancellation only under specific conditions: the client providing documentation supporting the sale of the home or proof that the account holder has passed away. Mr. ***** has not provided such documentation, nor has he submitted a formal cancellation letter to suppress the renewal of his service come the conclusion of the current agreement. We strive to provide the best possible service to our customers and regret that Mr. ***** may be experiencing issues we are not privy to. We are more than willing to discuss his concerns further and assist him with any issues related to his account. Please let us know if there are any additional steps we can take to resolve this matter satisfactorily.

  Customer response

  06/27/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  In a  2019 calll with Jessica there was no other option than renew the contract on the new house in ******* or we would be liable for the balance. She DID NOT DISCLOSE we could send a closing statement that the house was sold. This is fraud!  If that was disclosed, we would have NEVER have agreed to continue using them. 
  

  I will send them a closing statement of the house being sold by certified mail since this company is dishonest and not forthcoming. 
  

  Like *************, all other states that they operate in should sue them for unreasonable and misguided contract practices. 
  
  Sincerely,
  
  ****** *****

  Business response

  07/09/2024

  In response to BBB complaint ID *********, we note that the client clearly did not understand the nature of our response. The client called in to cancel the service for his old location. He was advised to install the service at his new home. Per his rejection, he agrees he was informed that either the service be relocated or he satisfy the agreement for service at his previous home. To clarify, this would have required payments up to the 90% obligation from October 2019 (when the client requested the move) until October 2022 (when the contract for **** ****** ******* **** ended). Furthermore, following the signing of the new 60-month agreement for service at **** ********* **** ***, the client submitted a 5-star review for Jessica T. As per the terms of the contract, Mr. ***** is obligated to fulfill his agreement until its expiration on April 5, 2026. The agreement allows for early cancellation only under specific conditions: the client providing documentation supporting the sale of the home or proof that the account holder has passed away. Mr. ***** has not provided such documentation, nor has he submitted a formal cancellation letter to suppress the renewal of his service at the conclusion of the current agreement. If Mr. ***** is experiencing issues we are not aware of, we need to be informed. We are more than willing to discuss his concerns further and assist him with any issues related to his account. Please let us know if there are any additional steps we can take to resolve this matter satisfactorily.

*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. ↩