ComplaintsforSafeguard Properties, LLC

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As an Ocala Realtor I helped facilitate the sale of ** ******** ** ***** ** ******  I helped both the seller and the new buyer. We closed this home April 22nd 2024 and sometime after we closed safeguard properties came and broke into my clients home, opened every single door, cabinet and cupboard and changed the locks. We did a walk thru on April 22nd right before we closed this sale. They broke into a home they had no right to, violated my clients, and refused to help resolve the issue. Problem was discovered at 3pm on Friday today the 26th and safeguard refused to do anything to assist. Now my client has to spend money to change her locks and take inventory on her Belongings and live in a home she feels absolutely violated in. SAFEGUARD PROPERTIES MAYBE YOU SHOULD CHECK TO SEE IF A PROPERTY HAS BEEN SOLD BEFORE YOU BREAK INTO SOMEONES HOME AND CHANGE THEIR LOCKS!!!! AND WHEN THAT HAPPENS MAYBE YOU SHOULD HELP THE NEW OWNERS BE ABLE TO ACCESS THE HOME INSTEAD OF DIRECTING THEM TO PAY FOR A LOCKSMITH!!!! ABSOLUTELY UNACCEPTABLE. You had NO right to access this home and you broke in.

  Business response

  04/29/2024

  In response to the complaint received from ****** ******, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties.
  
  If there are any questions from the new owner, please contact Safeguard’s customer service team at 800-852-8306 extension 2158 or reach out directly to the mortgage company.

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It would satisfy me greatly, so as to avoid this happening again, if you could add to your Standard Operating Procedures some sort of due diligence to ensure that the property has not been bought, sold or transferred to a new property owner before ENTERING their home illegally "at the direction of your clients."

  A simple google search from Safeguard would have showed this property having been sold on April 22nd and that could have been confirmed by the mortgage company prior to the property being illegally accessed and locks changed. 

  Further, when such issues arise, have the authority to undo this work order when the rightful owner COULD NOT ACCESS her own home. 

  
  Regards,
  
  ****** ******
  
  
  
  
   

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A note stating my property was abandoned was placed on my door on Good Friday 3/2924. Although they stated they would try to re key my door, and gave me only 3 days to respond, the 24 hour hotline had no body available to address my complaint. I LIVE HERE!!! I'm disabled and terrified!!!

  Business response

  04/03/2024

  In response to the complaint received from ***** *****, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties. Safeguard’s client requested that Safeguard inspect the property to determine the occupancy. The results were provided to our client.
  
  Ms. ***** has contacted Safeguard Properties directly and has spoken with our Customer Service department who has notified our client that the property is occupied.  If there are any questions, Ms. ***** should contact the mortgage company directly to discuss. Ms. ***** can also reach Safeguard’s customer service team at 800-852-8306 extension 2158.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our mortgage company (*****) apparently ONLY uses SafeGuard in the Denver area. This has turned out to be very unfortunate since SafeGuard is completely incompetent. They are turning an already terrible hail damage situation involving almost 200k in damages into a total nightmare. Our first inspection, the inspector did not take any photos and said the hail repair was only 10% complete, he said our roof wasn't even done. The whole project was about 75% complete and the roof was 100% complete. We had already had a city inspector come out and the city inspector confirmed our new roof was complete and passed their inspection, yet SafeGuard said we didn't even have a new roof at all. Absolutely unacceptable. We filed a complaint and demanding a reinspection, it took a few weeks, to have it come up in the Chase system that a new inspection was done on CHRISTMAS DAY and no change to % complete. Obviously no inspector came to my house on Christmas day, liars and scammers. Two days after Christmas we had our new garage door installed, only leaving a couple windows that have been on order for months left on the giant repair checklist. The inspector came out, she was great, said the project was 99% complete, she took a ton of photos. We waited a full week, only to have SafeGuard redo what is complete in their program and change it to only 50% complete, said our roof STILL is not complete and then decided we also never had our house painted, and our deck was not repainted. Both were repainted in early October before the weather got cold, you obviously can't install a roof or paint outside in December or January in Colorado. Our house is a completely different color than it was before! We have contacted ***** for yet another inspection. Contractors that did projects on our house 6 months ago haven't been paid yet because SafeGuard fails at basic inspections. Are they trying to scam more money for more inspections? We have contacted our attorney to assist.

  Business response

  01/22/2024

  
  In response to the complaint received from **** ******, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties. Safeguard’s client requested that Safeguard inspect the property to determine the completeness of the insurance repairs. The results were provided to our client.
  
  Ms. ******** complaint has been escalated to our client.  The client is aware of Ms. ******** concerns and will examine the issue.  If there are any questions, Ms. ****** should contact the client directly to discuss. Ms. ****** can also reach Safeguard’s customer service team at 800-852-8306 extension 2158.

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  SafeGuard is just pushing this back to *****, our mortgage holder.  ***** is not the company doing the inspections and submitting the inspection results, SafeGuard is.  SafeGuard needs to be held accountable for their failures in conducting a proper inspection of our property.  SafeGuard (Not *****) is submitting completely inaccurate inspection results to *****, we have already contacted ***** regarding this matter as well and filed a dispute.  if SafeGuard is providing false inspection results for our home property, they are most definitely doing the same to many other homeowners.  Dealing with extensive property damage is already stressful enough, but then having an incompetent company causing additional issues and delaying progress of the project repairs is unacceptable. We had $186k in hail damages approved and payments sent to ***** by our insurance company. To date, 90%+ of these damages have been repaired by professional contractors that would like to get paid, SafeGuard is preventing these contractors from being paid. For example, SafeGuard claims we do not have a new roof.  We had a premium impact resistant shingle installed on our entire house, shed, gazebo and playhouse back in October.  SafeGuard claims our house was never repainted.  Our whole house, shed, gazebo, playhouse, deck, fencing and hardscaping wood were all repainted back in October.  Our house is a completely different color.  A basic look at before/after photos would confirm painting was complete. We are currently only waiting on a couple windows that are scheduled to be installed this week and all repairs will be completed for this hail damage claim that occurred last May. SafeGuards failure to do accurate inspections has caused extensive delays in getting our contractors paid for repairs they completed months ago.  I have spent over 40 hours on the phone with ***** trying to get a real inspection done so our contractors can get paid.  SafeGuards failures have caused extensive additional paperwork and time for myself, ***** and our contractors.  SafeGuard needs to take responsibility for their failures.  
  
  Regards,
  
  **** ******
  
  
  
  
   

  Business response

  01/25/2024

  Safeguard denies all allegations from Ms. ******. Safeguard Properties has provided Ms. ******** complaint to the client.  The client has advised that someone will be reaching out to speak to Ms. ******. 

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  SafeGuard, pushing your failures for doing accurate and complete inspections off to ***** to handle it for you is NOT a resolution. Myself and ***** should not be cleaning up your mess.  I expect you to put on your big boy/girl pants and own your mistakes.  I expect an apology, from SafeGuard, not *****, for causing so many issues with my hail damage claim by repeatedly submitting inaccurate false inspection reports. ***** didn't submit false inspection reports to themselves, you submitted them.  I require an apology and explanation. 
  
  Regards,
  
  **** ******
  
  
  
  
   

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday October 6, 2023 around 11:50AM, a man who ID’d himself as being a property inspector for State Farm hopped a chain and ignored a no trespassing sign to get onto my porch. He proceeded to photograph my Ring doorbell camera. As he did so, I confronted him through the camera. When I asked my State Farm agent’s name and he got it wrong, so I asked for his name. He gave it before leaving. I called my State Farm agent and the main CS number to ask whether this man was legitimate. Neither could confirm nor deny he was theirs, but both agent and representative for State Farm stated there was no reason for him to be photographing my Ring camera or ringing the doorbell. At this point I reported it to local police. A week later, my agent let me know that a routine property inspection for insurance purposes was supposed to take place. I said I had no problem with this but requested that another individual complete it, as this one had no respect for my property and was behaving questionably. My agent submitted in writing that I did not want this man back on my property. Saturday October 27th around 10:30AM, this same man returned. I caught him taking pictures of my other Ring camera and taking photos through the glass portion of my back door before ringing the bell. I told him through the Ring camera that he needed to leave. I called the police again to report this. In the week that followed, I was forwarded to State Farm’s escalations, where a representative provided me with the name of the contracted company, Safeguard Properties Management, LLC. Complaints were filed. After browsing the reviews of this company, I was even more concerned, as there are numerous reports of suspicious and criminal activity by contractors. No one should use this company.

  Business response

  11/06/2023

  Safeguard was retained by State Farm to perform inspections at Ms. ********’s property. The inspections were performed by independent contractors. Ms. ********’s complaints were received and addressed by Safeguard last week. If Ms. ******** needs anything further, please contact ***** *****, *** ********* ********, at *************, ext-****.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HELP, PLEASE HELP Similar to how several other complaints explain is explains exactly what happened to me today. I am in the process of selling my home that sat on the resale market for 90 days. Today safeguard broke into my home and changed all locks but my real estate agent showed up just as they were in the process of taking over the home in San Antonio TX. It appears to be ongoing scheme with this company. I was today by a company rep that they were in fact their today today but just for a property for an inspection ordered my my mortgage company. This is incorrect and my mortgage company and I have been in close contact for weeks working a VA assumption for a buyer. HELP GET THE WORD OUT!

  Business response

  10/23/2023

  In response to the complaint received from Curtis Grantham, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties. Safeguard is often requested to complete property inspections at properties from its clients. Safeguard’s client requested that Safeguard inspect the property to determine if it was occupied or vacant. The results were provided to our client.
  
  Safeguard has notified its client of Mr. Grantham’s complaint received by our Customer Service department.   If there are any questions, please contact Safeguard’s customer service team at 800-852-8306 extension 2158.

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  State farm informed me they had some inspect the my property on **** ******* ** ***** * where told to leave so I get a cancellation letter then we make an appt n Danielle c**** she takes photos leaves n a get another cancellation letter I call state farm for safeguard report n they keep saying they haven't gotten photos then I m told they can't insure property after insuring it for 20 year s I m hanging out here with no insurance n no report from safe guard this went in fir months n I feel she is related to one of the past lot owners

  Business response

  10/02/2023

  Safeguard is not authorized to provide any inspection results. Please contact your State Farm agent, **** ********** at ***** ********. Thank you

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spoke with Safeguard on the phone after they placed a sticker on my door. I advised them that the property was being worked on when time allowed and that I intended to sell it once the work was completed. A few weeks later, there was another sticker on my door. A short time after that, a man pulled up to the house while I was there working on things, and we discussed the fact that the house is not abandoned. He stated that he would notify the mortgage company and correct the issue. On 9/29/23, I went to the house to unlock the gate for a landscape crew to clean the backyard up. The locks had been changed and there was a pile of tree branches in the driveway. I confirmed with my lender that I'm not in foreclosure and that I had a right to be in/on my property, and I entered the home and found that several items had been stolen. Not only did the inspector intentionally lie, but the subcontractor who had entered the house left behind a ****er that smelled heavily of Marijuana, which is an illegal substance in Iowa. I have video of the search of the ****er and the Marijuana that was found. I had fallen behind on yard work, but the gas, lights, and water being paid and current are clear indicators that the property isn't abandoned. We were present in the home two days prior to them breaking into the home. I had a face to face conversation with the inspector on the property, as well as phone calls, and he intentionally ommitted information. My lender reviewed documents and stated that there was no work order to change locks. When law enforcement arrived, they stated that this had gone beyond the threshold of a civil issue and had become a criminal matter, took a report, and passed it on to the Criminal Investigations Division. This company is being unethical and dishonest in their business practices, and not only is it costing me money, but someone is being charged criminally as well. I've spoken with Safeguard on the phone, and they offered minimal assistance.

  Business response

  10/02/2023

  In response to the complaint received from *** ****, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties.
  
  Safeguard has notified its client of Mr. ****’s complaint. Safeguard’s customer service team has reached out to Mr. **** regarding the issue and are working with Mr. ****. If there are any questions, please contact Safeguard’s customer service team at 800-852-8306 extension 2158.

  Customer response

  10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Safeguard customer service contacted me this morning and stated that their "vendor" would like his tools back. I advised that the deputy who took the report felt that it was a criminal matter and that the report had been turned over to the Criminal Investigations Division with the sheriff's office. They asked me some questions and requested the report number, and I provided it to them. They asked if they could give the vendor my number, and I agreed, but informed them that due to the introduction of an illegal substance into the property and how easily accessible it would be to my children, that I would arrange for a deputy to be present for the exchange. Safeguard did not extend the same courtesy and was not forthcoming with any information, such as whether or not I'd be reimbursed or charged for the "services" that were unwanted, unnecessary, and unwelcome. The customer service representative was very polite and professional, however she deflected my questions and said that was not in the scope of her responsibilities. When asked who I can talk to in order to resolve this, she stated that I would need to speak with my mortgage company. Safeguard's prompt reply was a request for information for their legal department (as she openly admitted) disguised as a friendly customer service follow up. They obtained the information they sought, deflected my attempts at information needed for a resolution, and shifted accountability to my lender. They shrugged off the fact that a man representing their company broke into my property, did no work inside, stole everything of value, and left drugs in the residence, and told me to ask my mortgage company when I asked if I would be expected to pay for it all. At best, I was advised that I can submit a claim that may or may not be honored. This is all recorded, as Iowa code allows calls to be recorded by any participant in a recorded phone conversation, with or without the consent of other parties participating in YW conversation. 

  Their claim that customer service is working with me is not only insulting, but as unacceptable as the onslaught of unethical business practices that I have experienced from them. 

  
  Regards,
  
  *** ****
  
  
  
  
   

  Business response

  10/06/2023

  In response to Mr. ****’s complaint, Safeguard is unable to provide information regarding any aspects of his mortgage.  Mr. **** will have to contact his mortgage company directly.  Our client has been advised of the complaints.  Safeguard is currently working with Mr. **** regarding the items missing from the property and arranging a meet up between the sheriff, our vendor, and Mr. **** to retrieve items left at the property. If there are any questions, please contact Safeguard’s customer service team at 800-852-8306 extension 2158.

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Whenever my house was foreclosed on April 2023, this company was hired as property preservation. This company entered my property and home several times prior to court eviction saying the home was abandoned which wasn't the case - we were just in the process of moving out. During this time a cleaning crew was brought in to remove all of my personal items that were remaining. I also had a vehicle go missing. The company was able to account for where my items were but had nothing reported on the vehicle being taken so a police report was filed, however the gentleman in possession of the items did not attempt to make contact with me. The vehicle was located in September 2023 by the police. The gentleman who took the vehicle stated the cleaner named Danielle was his friend and she said there was a vehicle there he was welcome to come and take. He entered the property and stole my personal vehicle under direction of someone being employed by this company. Additionally whenever the vehicle was returned to me it was no longer in operational condition nor was it safe. It appeared to be totaled, a screwdriver was hammered into the ignition, and the window was broken. Additionally the stereo was stolen.

  Business response

  09/13/2023

  Ms. ****** **** contacted Safeguard Properties Management, LLC directly in July regarding the issue and has been working with a Resolution Specialist.  Ms. **** can reach the Resolution Specialist at 800-852-8306 extension **** or Safeguard’s customer service team at extension **** regarding the issue. 

  Customer response

  09/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****
  
  
  
  
   

• Initial Complaint

  08/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Safeguard property management came to my residence twice. The first time the vendor came to my home. I was not home but I could see him through the ring and he tried covering my ring so that we could not recognize him. I saw the tag on his shirt say his name was Charles love it, I don’t believe he even rang the doorbell. He just stood on my porch looking around and he went to the end of my driveway and took pictures and then finally left the second time he came to my property was August 18, 2023. He knocked on my door I spoke to him through the ring, and asked him who he was and what he wanted he proceeded to tell me his name was Charles love it, and he wanted to know if I was the owner of the property and that my mortgage company sent him I told him that is none of his business and that my mortgage company did not send him to my home to take pictures I told him to leave and he refused. He stood on my porch and I told him I was calling the police he still stood there and spewed harassing things. I did call the police and they had not come yet the man finally went to his car on the street only after taking a dozen more pictures of my home. He finally left 30 min later. This company is a scam. I have filed a police report. Called the company and complained. This man is a scam along with this company and they need to be shut down

  Business response

  08/21/2023

  In response to the complaint received from Ms. **** ********, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties. Safeguard is often requested to complete property inspections at properties from its clients.
  
  Safeguard’s client requested that Safeguard inspect the property to determine if it was occupied or vacant. The work order was closed, and the results provided to our client. Safeguard will notify its client of Ms. ********’s complaint and Safeguard’s customer service team can also be reached at 800-852-8306 extension ****. Ms. ******** can also contact her mortgage company to discuss the work orders that are being placed at the property.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam. They are trespassing properties, claiming that the property is under their name. They place a sticker in our front door claiming that the house was vacant; we called to let them know the house was not vacant. They broke in to our property on 03/25/2023, they broke our lock change our locks for other locks. They winterized our house, without any permission.They are robbing peoples houses claiming they are a mortgage company. We purchased this house on January, is under our name, is not in foreclosure. The property was just renovated, it was clean, ready for our family to move in. This company trespassed our property on 03/25/2023,changed our locks.

  Business response

  03/28/2023

  We received the complaint from *** *********** ***, however we are unable to locate the property referenced in the complaint.  Please contact our Customer Service department at 800-852-8306 at extension 2158 so that we can assist you. 

  Customer response

  03/28/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  This company tried to brake in to our house again today. We contacted the company again, they keep claiming that the house in under a mortgage company, which is not true we bought this house in January. They keep trespassing, which is illegal. 
  
  
   
  Regards,
  
  *** *********** ***
  
  
  
  
   

  Business response

  03/29/2023

  In response to the complaint received from *** ***********, Safeguard Properties Management, LLC (“Safeguard”) is a property preservation company. Safeguard works at the direction of its clients which include mortgage lenders, servicers, and government backed investors. Safeguard’s clients request work orders on a per order basis to complete property inspections and property preservation services at properties. Safeguard is often requested to complete property inspections at properties from its clients. Safeguard’s client requested that Safeguard inspect the property to determine if it was occupied or vacant.

  Our Customer Service department received your call and will be addressing the issue with our client.  Safeguard’s customer service team can also be reached at 800-852-8306 extension 2158. 

   

   

*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. ↩