ComplaintsforSafeTouch Security

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We had been customers for roughly 8 years. During that time we have transferred services and renewed contracts with them because we wanted security systems for our homes. My family recently relocated out of state for a new job, they did not provide services where we moved to. When I called to notify them that we would be canceling our service they wanted to hold me to the remaining balance of the contract which was over $1200. After debating with them over the fact that we were moving out of state where they could not provide the services they reduced it to $250 which proves its a money grab. Overall their contracts and transfer services are predatory to consumers. They are not in the business of security, they are in the business of holding their customers feet to the fire with their contracts that are for 5 YEARS so they can collect money without providing a service. This is not just a complaint for myself, it is for the current and future customers who they will use these predatory business practices on.

  Business response

  07/08/2024

  In April of 2022 the customer signed an agreement which stipulated that they would have services for a minimum of 5 years. It states in the agreement that moving does not release them from this responsibility. Since they are moving to an area we do not cover, we lowered the amount they would owe as a courtesy to them. They agreed to this and paid the amount to have the account closed. If this were just a "money grab" we would hold them to the original amount they agreed to pay us when they signed the agreement. We will not refund the customer the $250 they already paid to close the account.

  Customer response

  07/15/2024

  Safetouch response

  In April of 2022 the customer signed an agreement which stipulated that they would have services for a minimum of 5 years. It states in the agreement that moving does not release them from this responsibility. Since they are moving to an area we do not cover, we lowered the amount they would owe as a courtesy to them. They agreed to this and paid the amount to have the account closed. If this were just a "money grab" we would hold them to the original amount they agreed to pay us when they signed the agreement. We will not refund the customer the $250 they already paid to close the account.

  This response clearly proves my point.  There is no mention of striving to provide the best service possible or any effort of understanding their customers situations.  They only care about the contract and holding the consumer to the terms regardless if they are providing a service or not.  They utilize predatory contracts which gives the consumer NO LEGAL OUTS and force them to pay or send them to collections.  They should be investigated under the consumer protection laws.      

  Business response

  07/16/2024

  The agreement the customer signed in April of 2022 states that the customer read and understands all terms of the agreement. The agreement also outlines the 3 day right of rescission which gives them the opportunity and time to read and understand all terms. At no point during this period did they have any issues with the agreement. They agreed to be responsible for the monthly payment for the entirety of the term, ***** for 60 months. We reserved full right to hold them responsible for the entire amount they agreed upon. We reduced the amount by around $1500 for them to exit the agreement. That is far from not giving any options. They already accepted this resolution on 6/27/24, made the payment, and had the account closed. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I called to cancel my services with Safetouch because I found a better company for my needs. When I canceled he stated I would pay a termination fee but I have not renewed my contract since 2014 when I first installed my services. I had a technician to come out December ************************************************************************************* a termination fee as I have a contract through Dec **** which I never agreed to. Im refusing to pay for a termination fee that should not be applied to me.

  Business response

  10/23/2023

  In December of 2022, the customer needed a communication upgrade to their system due to ********* 3G network sunset. The customer was given the option of paying for the upgrade, or signing a new 3 year agreement term to receive it at no charge. The customer chose to sign for a new term which is why they are still under agreement until December of ****.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I entered into a contract with Safetouch security, which was due to expire in June 2023. I continued to pay for the service for approximately 2 years after I moved from the address and didn't use it any more. Prior to the contract end date I contacted Safetouch by phone to find out how to cancel my service. I was told I should send a cancellation request email to ************************************ with the service address and phone number associated with the account. I sent the email on May 18, 2023, however I noticed that they continued to charge me (my account was on autopay). I contacted them again by phone and was told to send another email, which I did on August 15, 2023. I continued to get charged and contacted them again on October 9. I forwarded the previous emails to a customer service rep as requested because they told me that they never received them. I spoke with them again after that and was told that they could not see their email address that was on the header to confirm if it was correct! I was told they can not credit my account for the monthly charges for ***** July, August and September but that they would finally cancel my service and stop debiting me. The only consolation they offered was to offer a credit if I purchased a new security system/service with them! Even after paying for a service I was not using for 2 years they refused to cancel my service when I followed their instructions on how to cancel, then continued to charge me for an additional 4 months of service totaling $240.81. They also now were saying that the cancellation should have been by certified mail. If I had been told that in May, that's what I would have done. I'm not asking for a credit for all the months I paid for not using the service. All I am asking for is a credit for the money I should not have had to continue paying after I cancelled service.

  Business response

  10/20/2023

  We apologize the for inconvenience. Given the situation we refund the customer for the four invoices totaling $240.81.

  Business response

  10/20/2023

  We need the customers address in order to send a check, as we are unable to refund directly to the card given the timeframe.

  Customer response

  10/20/2023

  Safetouch contacted me by phone and they indicated that they would compromise and send a refund.  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The product and services never properly worked as described. The service was “off-line”, hardware and software were not working correctly for most of the tenure I had the system connected. In a span of 5 months, I contacted SafeTouch over 15 times to discuss the issues with my service. I was told repeatedly that “****” the Branch Manager and the Billing Supervisor was going to work with me. **** never returned any of the calls nor did anyone from Billing. In addition, I wrote to the CEO of SafeTouch and never received a response. Received a collection notice for $4,688.71 without any explanation from SafeTouch.

  Business response

  06/08/2023

  On December 9th 2022 the customer signed an agreement to have services for a minimum of 5 years. On December 12th the system was installed. The customer did contact us regarding issues with the system which we assisted him with and scheduled a technician to evaluate and make repairs accordingly, which was completed on 1/20/23.
  The customer did express that he was having issues with the system, which can happen. This is why we have a warranty and will schedule technicians to make necessary repairs at no extra charge.

  In this time the customer informed us that he would be moving and wanted us to come remove the system from the home so we could install it in the new home. The customer selling the home does not release him from the agreement. The system was removed on 1/30/23 at the customer’s request.

  We gave the customer the option to transfer the service and sent him the forms to complete, which he did not do.

  **** our operations manager did speak with the customer multiple times regarding the service and removal of the system.

  We sent the customer a crease monitoring form twice for him to complete which states that we will credit any payments made while the system was uninstalled toward the service at the new home. He did not complete these forms.

  We called the customer multiple times regarding his past due amount.

  The customer stopped making payments which is why the whole agreement amount was placed in collections. We never advised the customer that he would be released from the agreement. We could not address any system issues further because it was taken out of the home at the customer’s request.

  The customer now has two options:

  1. We can reinstall the equipment at the new home with the payment of $131.61 which is the past due amount, plus $125.00 for the installation of the equipment. (Total of $256.61). The customer must have all the equipment that we uninstalled. No new equipment will be provided at no cost. We are also waiving a standard reinstatement fee of $150.00 given the issues the customer had.
  2. To try to reach a resolution we will reduce the term of the agreement from 5 years to 3 years which reduces the amount the customer owes by $2178.80 if he does not wish to reinstate the service. This brings the total to $2509.91.

  Customer response

  06/14/2023

  Good evening,
  As promised, below please find my rebuttal to be uploaded to my file.  
  thanks
  ****** *******
  Though I do appreciate SafeTouch responding in a timely manner, I sincerely believe that certain “key” elements were omitted or missing.  Please allow me to furnish my clarification via the following bullet points.
  •         The salesperson; ***** never disclosed that it was a 5-year contract.  I do admit, I did not read the fine print of that page of contract, but not pointing that fact out, in my opinion, is somewhat unethical.
  •         In the body of the response, it states “having issues”.  That is a catastrophic understatement.  The system (I.e. software and/or hardware) never performed as promised. The service/product was offline, broken and mis-calibrated.  What I received was not as promised by the salesperson *****.  He assured me “peace of mind” when I purchased the service.  What I did get was aggravation and concern.
  •         I called SafeTouch in good faith 15 times to get the problem sorted out.  If SafeTouch sold cars, I would have invoked the Lemon Law.
  o   Please note the dates that I, in good faith, tried to resolve this situation.  Please note these dates and times were not conjured out of thin air.  I will be more than happy to share my phone records
  •         12/09/2022
  •         12/18/2022
  •         01/15/2023
  •         01/17/2023
  •         01/18/2023
  •         01/19/2023 (three times on the 19th)
  •         1/27/2023
  •         1/30/2023 (three times on 30th)
  •         3/13/2023
  •         04/07/2023
  •         05/02/2023
  •         Not once but twice a SafeTouch technician suggested/informed me that the problem I was having “might” have something to do with my internet connection and I “might” always have this problem. Please allow me to reiterate something, I was told that twice.
  •         Repeatedly during my many phone calls to SafeTouch, I asked to speak with “****” (Branch Manager) but was always told that he was unavailable but would return my call(s) at his earliest convenience. Except for one time he inadvertently answered the phone when I was placed on hold. Once he realized it was me, he informed me that he was going to research the matter to see what could be done and quickly ended the call. He never called back.
  •         I sent *** ****** ******* an email explaining the situation but never received any response, either from Mr. ******* or from anyone on his Management Staff. 
  •         Throughout the response it states that I was contacted “multiple times about my past due balance.  I only remember being contacted once.  When I was contacted, I asked to speak to the Billing Supervisor.  I was informed she was not in the office and she will get back in touch with me.  I am still awaiting that return call.
  o   Please provide me with the following documents so I can compare those dates and times with my phone records.
  ?  A complete listing of dates, time and employee of any and all phone conversations initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  ?  Copies of any and all emails or text messages initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  ?  Copies of any written correspondence mailed to me initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  •         As of this date, I cannot put my hands on the Cease Monitoring Form which I executed as instructed.  From the time I sent the form until present I moved twice and I have not finished unpacking all of the boxes.
  In closing, I am a retired businessman and I will take responsibility for failing to read the fine print and not being able to produce the Cease Monitoring Form as of today, but not at a cost of $2,178.80.  I am willing to return all hardware back to SafeTouch so they can be used for parts or replacement.  In addition, as a good faith gesture, I will pay SafeTouch all monitoring fees owed from March through June (4 months x $74.85/month) totaling $299.40.
  

  
  

  Business response

  06/22/2023

  We do agree that there were issues with the customer’s equipment, but we did send a tech out to resolve these issues. We understand the frustration regarding the multiple calls and apologize for that, but the issues were addressed ****** not as timely as either of us would have liked.
  After we sent a tech to repair the issues it was confirmed that the system was functioning properly by the technician. The customer only had the system for 11 days after that because we removed it at his request because he was moving. We are not in business to leave people unhappy with equipment that does not function properly. We did not just leave the customer with service that did not work.
  We understand the customer has had issues and as courtesy in acknowledgement of the issues the customer experienced, we offered a reduction of what the customer owes by $2178.80 to $2509.91 by reducing the term from 5 years to 3 years.
  Section 8.2 on page 10 of the agreement states that the customer has read and understands all of the agreement. The customer signed up for a minimum term of 5 years.
  We do not provide internal communication records.

  Customer response

  06/23/2023

  [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:

  Regards,

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

• Initial Complaint

  06/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  A Safetouch salesman came to my home to sell me an alarm system. I explained I was only interested in the chimes from the doors and windows, and siren. I didn't necessarily need the monitoring. Unfortunately, he explained to me that I had to pay for the 3 year contract first. Once my contract was up, the equipment would be mine, and operate the way I needed, just without monitoring. The contract did not state this, but the salesman assured me - it would work as a siren and chimes only after. Fast forward 3 years. My contract is up, Safetouch called me and said the unit will no longer allow me to arm, and will no longer chime or beep from doors and windows. They would not provide me the code to unlock the panel. In order for that to work, I would need an active contract!!!!!! Salesman at the time of purchase who P R O M I S E D us it would work normally after the contract was: **** ****** from the ************ office of SafeTouch. I called the salesman, and of course he denies this completely. We SPECIFICALLY stated we did not want a system that would not work without monitoring, and we were assured this system would. We specifically discussed the 'post-contract' functionality of the system multiple times before we purchased and we were GUARANTEED function. HORRIBLE HORRIBLE business practice from Safetouch. I emailed as many email addresses I could at Safetouch, no response. I sent them a message on social media last week, and got a canned response of "we will escalate to management". 3 years of paying $42.75/mo, and I now have a worthless system installed in my house.

  Business response

  06/07/2023

  We apologize for any miscommunication regarding the expectations of the equipment at the time of sale. We will not be providing a refund, however we have a technician scheduled go out to setup the system to still be used, but not monitored.

  Customer response

  06/07/2023

  [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. This is all I wanted from the beginning. After speaking with Safetouch (after the BBB complaint was filed), they agreed to this solution.

  Regards,

  *** ******

   

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told the agreement was for 2 years. I verified multiple times because I don’t like long term contracts. When I called 2 years later to cancel services I was told it was for 5 not 2. I would never have signed a 5 year agreement I do t even do it for my cars. Their sales man told me what I wanted to hear and put us down for 5 years ( that’s how he makes his money). I called to cancel and was told I have to pay off $1400. The service rarely worked and they blame it on my internet. That’s why I wanted to cancel. I have my internet company come out and they said it working great and even changed out the cable based on my insistence. And no change. They did the old bate and switch. It’s bad business.

  Business response

  03/24/2023

  We cannot go by what is said at the time of sale which is why we have an agreement with the terms in writing and signed. Section 5.1 of the attached agreement states that it will be for a period of 5 years and section 8.2 states that the customer has read and understands all of the agreement. We cannot make any changes to any of the terms when the agreement is in the process of being signed by the customer. The terms were in writing and clear. The customer also had a 3 day period after signing to read all of the terms and would be able to cancel without penalty during that time if they found any terms which they did not want to agree to.

  We apologize if there was any miscommunication regarding the terms of the agreement and to attempt to reach a resolution, we will reduce the term to 3 years, roughly cutting the remaining financial responsibility of the customer in half. If they choose to close the account, we can do so with a buyout of $700.

  We also see that the customer is requesting to cancel because of equipment issues. The customer has a warranty on their equipment and we would be happy to come make any necessary warranty repairs to have the equipment up and running properly at no charge. 

  The customer did sign and agree to have services for a set amount of time, so we will not be closing the account at no charge at this time. 

  
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a house that had a Safe touch security system, and their sales rep told me the only way to stop the prior owner from monitoring cameras in my own house was to get monitoring myself, So I did. Then, a year later I sold the house, and now they refuse to cancel monitoring, and are hitting me with a $59.95 monthly monitoring, for monitoring that they are not doing. I don't even have any equipment for them to monitor! I never bought any equipment from them, and have no equipment to return or sell. They are charging me for monitoring, and they are not monitoring. I simply want to cancel a worthless service they are NOT PROVIDING!

  Business response

  02/21/2023

  In order for any camera to be remotely monitored they would have to be connected to a power source and configured to a specific internet connection. If there was any concern with previous homeowners monitoring the cameras, the customer could simply unplug the camera.
  
  Aside from any of that, the customer signed an agreement on 11/2/21 to have our service and be responsible for the payments of that service for a minimum of 3 years regardless of if they move. The customer can transfer their services as well, which we have previously advised. The customer also signed a cease monitoring form on 1/31/23 which very clearly states that they will still be responsible for these payments regardless of there being no active monitoring. Attached is the cease monitoring form as well as the security services agreement. The customer signed these forms agreeing to be responsible for the payments, so we will not be releasing them from the agreement.

  Business response

  02/23/2023

  Attached are the documents previously mentioned.

  Customer response

  02/24/2023

  [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:

  The business reached out to me, and explained the options I have, and presented a resolution I found acceptable. thank you. 

  Regards,

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

   

• Initial Complaint

  01/20/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had safetouch activation in my home after buy the house. It was a transfer of services due to equipment in house . It was $29.95 a month service. After a year I needed a doorbell camera due to harassment from previous owner. I was toldi was told that the system was a free no charge upgrade and they didn't even run my credit. The new monthly charge was $61 due to the doorbell and cloud services. The equipment after 2 years has been nothing but a problem. Doorbell was replaced because it doesn't handle the heat and cold outside well. When visitors ring the bell it doesn't work and is delayed. I called multiple times to bring up the issues about the doorbell and app but no one cares. So I called today to downgrade to a regular basic service again since I'm replacing the doorbell camera with a regular doorbell. Shockingly I now will be charged $57 a month for basic! I am in a contract so I am either stuck with $62 or $57 a month. Apparently the salesman did not inform me that I am paying for the new alarm panel that was "free". What a joke! I never received the new contract agreement until today when I was disputing the fees. Wish I never upgraded with them. Price gouging!

  Business response

  01/23/2023

  We have since spoken to the customer, removed the skybell, and reduced her monthly rate to an agreeable amount. 

  Customer response

  01/24/2023

  [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

  05/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I UNFORTUNATELY HAD TO SELL MY HOME IN FEBRUARY OF 2021 AND I HAD SAFETOUCH SERVICES, WHEN I TOLD THEM THAT I SOLD THE HOME AND WAS GOING TO BE RENTING AND THE LANDLORD WOULD NOT ALLOW ME TO INSTALL SAFETOUCH THEY SAID I WAS UNDER CONTRACT AND THERE WAS NO WAY OUT OF THE MONTHLY CHARGES THAT WERE BEING DEDUCTED FROM MY CHECKING ACCOUNT. IT HAS BEEN OVER A YEAR, I AM STILL RENTING AND CAN NOT INSTALL A SECURITY SYSTEM AT MY RESIDENCE AND I HAVE CALLED SAFE TOUCH SEVERAL TIMES AND THEY STILL REFUSE TO CANCEL MY SERVICES AND THEY CONTINUE TO CHARGE ME OVER $50 DOLLARS A MONTH FOR A SERVICE I CAN NOT USE AND ACCORDING TO THEM I HAVE TO PAY FOR 2 MORE YEARS UNTIL THE CONTRACT ENDS. SO I WILL HAVE TO PAY THEM OVER $1,800 DOLLARS ON A SECURITY SYSTEM I NO LONGER HAVE AND FOR MONTHLY SERVICE I DONT USE.

  Business response

  05/17/2022

  In October of 2018 the customer signed an agreement to have equipment installed at a promotional rate with the stipulation that the agreement term would be for a minimum of 5 years. Per the agreement, moving does not release the customer from their responsibility. It is outside of our control that the customer is unable to transfer their services to the new location. We will cancel the customers agreement and no longer require payment, but we will not refund what they already paid, as they were doing so per the terms of the agreement they signed. 
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 1/17/22@620PM I WAS ON HOLD UP UNTIL 632 PM ******** TOOK THE CALL AT 633 PM KEPT PUTTING ME ON HOLD.WHEN SHE CAME BACK SHE SAID MY ADDRESS WAS INVALID MY FULLNAME DIDNT WORK AT 636PM I WAS PUT BACK ON HOLD AGAIN.I WAS ON HOLD AGAIN UNTIL 642PM . ******** CAME BACK SIAID SHE S PUTTING A SUPERVISOR ON THE LINE.********* TOOK THE CALL . SHE THEN PULLRD UP AND ACCOUNT THATS IN ANOTHER NAME NOT MINE.THE ID ON THIS ACCOUNT WAS ****** AT 709PM PLACE ME ON HOLD SHE SAID TO VIEW MY ACCOUNT . SHE SAID THAT SHE WILL MAKE SURE THAT THIS OTHER ACCOUNT IS DELETED/********* RETURN TO THE CALL. I ASKED HER WHY WAS MY BILL STATING FOR THE DUE DATE OF 2/1/22 FOR THE AMOUNT OF $149.70 SHE SAID BECAUSE THEYNDIDNT RECIVED A PAYMENT FOR DECEMBER 1, 22. THATS A LIE I SAID I GAVE HER THE CHECK NUMBER FROM MY BANK THAT WAS PAID AND CLEARED MY ACCOUNT .AND THEY CHARGED ME A LATE FEE .THIS IS WHAT THEY HAVE BEEN DOING TO ME FROM DAY ONE.AND NOW MY SENSORS ARE STILL FALLING OFF , AND NOW WE HAVE A LETTER FROM THE JSO- JACKSONVILLE POLICE DEPARTMENT . FOR A FEE FOR FALSE ALARM ON APRIL 12 2022 . I HAVE BEEN COMPLAINING ABOUT THIS EVEN WITH ********* AND SEVERAL OTHERS . I HAVE LOOK OVERV MY STSTEMENTS AND EVERY MONTH ITS A LATE FEE ATTACJHED .THIS HAS BEEN GOING ON SINCE I HAD A RATE INCREASED WITH OUT MY KNOWLEDGE AND BACK CAMERA SO MOUT DATED IT NEVER WORKED SINCE WE GOT IT.TODAY IS MAY 2, 2022 AND IM STILL WAITING ON AND EXPLANATION FOR MY ACCOUNT FEES PER ********* THE MANAGER . SHE SAID I WILL FIX THIS I WILL CALL YOU BACK AND SHE DID AND FINALLY I THOUGHT THAT SOMEONE SEE WHATS GOING ON , AND THAT I WAS GOING TO FINALLY GET SOME HELP .IF THIS DOESNT GET RESOLVED ,.JAX NEWS CAN I HAVE SUPPORTING DOCUMENTS . I WISH THAT I NEVER LET THEM SUCKER ME INTO STAYING AND GIVING THEM A CHANCE TO FIX THE ISSUE BACK SEPTEMBER 2020. WHEN THEY KEPT SENDING MY MONEY BACK STATING THAT MY ACCOUNT THAB I HAVE BEEN USING FOR OVER A YEAR ALL OF A SUDDEN INVALID.

  Business response

  05/05/2022

  Due to the ongoing billing issues with this customer, we will meet her desired outcome and close her account with us. We have worked with her for years and waived hundreds of dollars of invoices regardless of no issue being found on our end. We can only see that we have not been receiving full payments on time, so late fees are being charged. We have had specialists look into this issue multiple times without finding anything wrong. We gave the customer other options to pay her bill such as auto draft, or calling in to make a payment, but she refused. This complaint will serve as her cancelation notice.

*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. ↩