ComplaintsforSafe Touch Security
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/11/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
Original contract with Safetouch Security expired in summer 2023. Safetouch convinced me to extend the contract for another 3 years for a $5.00 discount on the monthly monitoring for a savings of $180 over the 36 month contract. I called to terminate service and spoke to a gentleman, ****, who informed me that the cancellation would be $250.00. This cancellation amount is $70 more than the savings on a 3-year contract. I am moving out of state and wish to cancel the service. I ask why the termination is $70 more than the potential savings over a 3 year period and **** explained that this cancellation fee is standard.Business response
07/11/2024
in 2023 the customer signed an agreement to have services for a minimum of an additional 36 months and in exchange, we lowered their monthly amount by $5.00. The customer is now cancelling early, not fulfilling their part of this agreement. We reserve the right to charge the customer $1155.52 for the remaining portion of their agreement to close it early, but since they are moving out of our service area, we are only charging them $250.00 as a courtesy.Customer response
07/12/2024
[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
10/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Dear Safe Touch, I’m in receipt of your billing requests for September and October 2022. Please see the attached request for cancellation that was sent in June 2022. Safe Touch continues to bill me to this day, despite my cancellation request nearly four months ago. I also had a conversation with a customer service representative on August 23, 2022 and asked about the status of my cancellation (this was an inbound call regarding switching to a new system). The representative advised she would have someone call me the next day. I did receive a call the next day, but when I answered the party disconnected the call. I was not ever able to reach anyone else again. I am requesting that you cancel my service, effective June 20, 2022 when I requested it, or as near to that date as possible, depending upon your process for cancellations. I would like a return of the automatic payments billed in July and August, considering I sent my request in writing and it was disregarded for months. I would also like the attached billing to be cleared, as I sent a request for cancellation nearly 4 months ago. If you have any questions, please contact me at the phone number or email in the letterhead above. I have copied the Better Business Bureau, because frankly, I have doubts that this letter will be responded to either. Sincerely, ******* *******Business response
10/18/2022
We have since reached out to the customer. We are refunding the 2 payments that drafted since she requested the account to be closed, will clear the remaining balance, and close the account.Customer response
10/20/2022
[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: I have not yet seen the July and August refunds. I'm not necessarily rejecting per se, I know it might take a few days for the refund to show. But I'd like to keep this open until I have confirmation that they returned the money to me. Thanks for your help!
Regards,
******* ******
Initial Complaint
02/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
INSTALLED CAMERA SYSTEM.....NOT WORKING. HAVE CALLED SEVERAL TIMES.THEY ARE BLAMING IT ON PORTS AND MY INTERNET PROVIDER. CHECKED WITH THEM. NO PROBLEMS ON THEIR END. NEED MY NEW SYSTEM TO WORK!!!Business response
02/22/2022
We have since sent a tech out and resolved this issue per the completed work order we have on file.Customer response
02/22/2022
[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,****** *******
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.