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Business Profile

Security Systems

Safe Home Security, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security Systems.

Complaints

This profile includes complaints for Safe Home Security, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Safe Home Security, Inc. has 33 locations, listed below.

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    Customer Complaints Summary

    • 498 total complaints in the last 3 years.
    • 197 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/16/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My wife (******* ******) and I have been trying to cancel service for several years. Back in 6-2023 I sent a text message to cancel service. I did not know that spell checked changed the word. Then after noticing they were still taking funds out of the bank i sent an e-mail to them requeating stop service. This e-mail had all the required information for cancelation. They continued to take payment from our bank. Sent another email. Finally, i put a stop payment to this company at the bank. Then they send me a bill agian. I called on 3-20-2025 and sent another e-mail of cancellation. I talked to Keven R*** (ext. ****) who talked to his supervisior. I was told that the account should hVe been closed as of 6-2023. There should be no billing from that date. And was tranferred to a diffetent department to finishe out anything else. I get a bill a bit latter claiming we owe money. I call back talk to Chonie 4-5-2025. Who transferred my to there survey. Call back and talked to Saije. She claim the account was almost closed and to give it a few more days. Called 4-16-2025. Still clauming we owe. Here is Keven R*** e mail. ***************************** I would like to not pay this company another penny. They.have collected money gor years with no service provide at all. Back in 2023 they wanted to upgrade equipment and that is we canceled . So getting billed and not having any service. I would like the account closed with no payment owed. $0 balance. Maybe get a couple of years back payment.

      Business Response

      Date: 04/22/2025

      Subject: Response to BBB Complaint ID ******** – ****** ***** (******* ******)

      Safe Home Security is in receipt of the complaint submitted by Mr. ****** ***** (******* ******), regarding his request to cancel service. We appreciate the opportunity to respond.

      The client’s reason for cancellation, as stated in the complaint, is that we offered an upgrade they did not wish to accept. However, simply declining an upgrade does not meet the criteria for contract cancellation.

      According to our records, the first indication of a cancellation attempt occurred in June 2023, when the client emailed our customer support team with a vague message stating, “concerned service please.” Our representative promptly responded to this message requesting a call back to further assist; however, the client did not follow up with the representative.

      Subsequently, the client was informed by four different representatives on follow up call ins that the original message did not constitute a valid cancellation request. Each representative provided the appropriate cancellation email address and encouraged the client to submit a formal written cancellation request in accordance with our policy.

      A valid written cancellation request was finally received on March 20, 2025. As the client’s current alarm monitoring agreement is on a month-to-month basis, the terms specify that any cancellation notice will take effect after a 60-day period. Therefore, the client’s account is scheduled to be canceled between March 20, 2025, and May 20, 2025.

      Based on the above, Safe Home Security considers this matter resolved and respectfully requests that the complaint be closed.

      Sincerely,
      Princess B***
      Retention Manager
      Safe Home Security

    • Initial Complaint

      Date:04/14/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Obtained new home security services. New service provider sent in advance the certified letter to cancel and they refuse to cancel my contract.

      Business Response

      Date: 04/22/2025

      Responding to BBB Complaint # ******** Customer owes final buyout. We haven't received payment since April 2022

      please contact the name below to resolve this matter and get your credit report updated.

      Jevaun P*******
      Managing Director of Sales and Service
      Safe Home Security
      **** ****** *** *********** *** ***** ************* ***** **************************************** ***************************

    • Initial Complaint

      Date:04/11/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have two carbon monoxide detectors that malfunctioned on Apr 7 2025 . I have been calling since Apr 7 and the earliest a technician can come to visit is end of April or May 2025. I asked to cancel the contract and they want me to pay 90 percent of the contract because I did not realize when I signed it was for 5 years . I am very upset with the support and now my security system does not work completely . This system is of no use to me without proper customer support

      Business Response

      Date: 04/21/2025

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

      Safe Home Security is in receipt of Mr. ****** *******s complaint regarding his request to cancel service, citing “untimely service” as the reason. We appreciate the opportunity to respond.

      On April 7, 2025, Mr. ****** contacted our team to report an issue with low batteries on his carbon monoxide detectors. As his account is within the first year of service, he was appropriately directed to our designated service department, which is responsible for handling such requests during the initial year of his contract period.

      According to our service records, Mr. ****** was contacted by the service department and was offered an appointment on April 10, 2025 for a later date however, he declined the offered service date and expressed his intention to cancel instead. The service agent documented the interaction as follows:

      “Called out to set service – Customer refused service and stated he is sending in an email to cancel – I offered to send him to retention, customer refused. Closed ticket (Refusal of service).”
      Note created by Madison ********* ******** 4/10/2025, 10:37:02 AM

      Given that the client declined the offered service appointment just three days after his initial request, we were unable to complete the necessary support. At that point, Mr. ****** was informed of the appropriate process, including speaking with our Retention Department, which he also declined.

      Mr. *******s service with Safe Home Security began in August 2024 under a 60-month agreement. A video survey was completed as part of our quality assurance process, during which Mr. ****** confirmed his understanding of both the monthly service cost and the contract duration.

      While we are still willing to fulfill the originally requested service and assist in resolving any equipment issues, refusal of service and cancellation outside the terms of the agreement do not relieve the client of his contractual obligations. As such, unless Mr. ****** elects to proceed with service, he remains financially responsible for the terms of the agreement.

      We remain open to resolving this matter through service and welcome further communication from Mr. ****** should he wish to proceed.

      Sincerely,
      Princess B***
      Retention Manager
      Safe Home Security

    • Initial Complaint

      Date:04/10/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Shady and deceitful practices. First they stopped automatic withdrawals so they could send a bill and charge extra $10 for billing. Then I needed maintenance on my system at which time I was offered a smoke alarm for $3 more a month. That's when they extended my contract. And of course I wasn't told this. I retired and asked for a cancelation. Went back and forth and got the runaround. Then I got the attached letter in the mail. Even though I told them I'm not even using their system they won't cancel my contact.

      Business Response

      Date: 04/18/2025

      After reviewing the claims made in this complaint we cannot validate them as being accurate.  The client signed a new agreement in 2022 because the cost of the add on was put into the new rate.  The agreement was signed in 2022 and would have needed to be addressed at that time but the rate and term are clearly written in the agreement.  The client has not made a payment since December 2023 and her card expired in July 2023 which is why the auto draft bounced.  All clients are sent letters when this happens and switched to paper billing which have been mailed to the home for 2 years now.  The client must meet the obligation of the agreement we will not be cancelling it.

    • Initial Complaint

      Date:04/09/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I emailed Safe Home Security Services (SHS) on September 26, 2023 notifying them that I was cancelling services due to a faulty alarm that buzzed in our home for over one week and this company 1) did nothing about it, and 2) is continuing to send me bills. At first the bills were being mailed to my house and now I am starting to receive email bills as well. I provided notice in writing and they are now harassing me. I discontinued service because they allowed our emergent issue continue for well over a week (during a holiday nonetheless). We had company and it was a major disruption. After the week of loud buzzing, I managed to make it stop, and then it was another three weeks before a service person could get to us. It was beyond unacceptable service. That was when I finally had enough and discontinued the horrible service. I was not refunded for the month of "service" that I was charged for but did not receive (Sept. 2023). A rep from the SHS company did affirm cancellation. Yet, here we are almost two years later continually being harassed by this "company".

      Business Response

      Date: 04/17/2025

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

      Safe Home Security is in receipt of ********* ********** complaint.

      The client outlines that her system began malfunctioning and emitting a buzzing sound in September 2023. She believes it was the company’s responsibility to contact her upon this issue occurring. Additionally, she requests that we cease all communication and void her contract for monitoring services.

      To clarify, *** ******** is currently under contract with Safe Home Security through May 2027. As outlined in her signed agreement, Page 3, Line 22 states the following:

      22. WARNING AND TESTING OF EQUIPMENT.

      Smoke detectors, panic buttons, medical pendants, and other electronic components operate off A.C. (electric) or battery power. If batteries become dead or electric power is lost, smoke detectors and other components will not operate and the alarm will not sound or communicate to the central station.

      The System and all components should be tested by the Client at least twice monthly through to the central station to ensure the System is functioning. If the Client discovers malfunctions or desires explanation on System testing, they should contact the Company’s service department for immediate service. The Company assumes no liability for periodic testing of the System.

      Based on this clause, the client's expectation that the company should have notified her when the system began buzzing is a misplaced expectation, as the responsibility for periodic testing and request for service lies with the client.

      Furthermore, there was no service request made by the client after the incident in September of 2023. Instead, our records reflect that she contacted us solely to request cancellation of services in favor of another provider being able to install for her and provide " sooner service". That verbal cancellation request was followed by a written notice on the same day, which our company does have logged.

      At this time, the client is not eligible for cancellation without fulfilling the financial obligation of the remainder of the contract. A contract payoff amount of $1,930.12 is required to proceed with cancellation. A copy of Ms. ********** current contract is being included with this response for reference.

      We respectfully request that this complaint be marked as closed and resolved.

      Sincerely,
      Princess B***
      Retention Manager
      Safe Home Security, Inc.

      Customer Answer

      Date: 04/24/2025

      I am traveling and have not had time to gather the phone records and the full contract which is adhesionary.  I would appreciate if you kept this open until I can generate the phone records and rebut what SHS is claiming to be true.  Please allow until 5/15/25 for me to gather this evidence.  Thank you.

    • Initial Complaint

      Date:04/01/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 1/6/25 I called to cancel my service and was told I needed to send an email. An email was sent with all the information that day. I had a phone call with customer service confirming I wanted to cancel. One month later was billed again. Called and spoke with the same customer service agent again and she assured me that was the last billing and all my billing information was removed and that it was officially cancelled. Then March 3/1 I was billed again, had to dispute the charge with my credit card company. Spoke with Safe Home and they said that it was cancelled and that there was no more to be billed. Then 3/31 got a bill in the mail saying that they were unable to draft more money so they were adding on fees and were going to bill me quarterly. Called and spoke with more people from safe home and they said my account was not cancelled. Now it is supposedly cancelled and no balance on the account, however they are not able to email that information because they were trying but the emails were not going through.

      Business Response

      Date: 04/07/2025

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

      Safe Home Security is in receipt of Client ******* ****'s complaint regarding billing for service beyond her cancellation request. After a careful review of Ms. ****'s account, I have found the following:

      On January 2, 2025, Ms. **** contacted us to cancel her service due to her relocation out of the country. She was provided with the appropriate instructions that day on where to send her cancellation request, including our designated email address. Ms. **** subsequently submitted her cancellation request, which was received and applied to her account on January 3, 2025.

      According to the terms of Ms. ****’s agreement:
      "THE INITIAL TERM STARTS ON THE DAY THIS AGREEMENT IS SIGNED. THE TOTAL CASH PRICE YOU WILL PAY US FOR THE SERVICES PROVIDED IS $1439.64 ($39.99 X 39 MONTHS, NOT INCLUDING APPLICABLE TAXES). THERE IS NO FINANCING CHARGE OR COST OF CREDIT (0% APR) ASSOCIATED WITH THIS AGREEMENT. SERVICE CHARGES MAY APPLY FOR NON-ACH PAYMENT METHODS. AFTER THE INITIAL TERM, THIS AGREEMENT WILL AUTOMATICALLY CONTINUE MONTH-TO-MONTH, AND EITHER PARTY MAY TERMINATE THIS AGREEMENT AT ANY TIME UPON AT LEAST THIRTY (30) DAYS PRIOR WRITTEN NOTICE TO THE OTHER PARTY."

      The notice provided by Ms. **** on January 2, 2025, initiated the 30-day notice period, which means the agreement should have been terminated by February 2, 2025. As such, Ms. **** should not have been billed beyond this date.

      We sincerely apologize for the oversight and are processing a refund of $92.38, which was incorrectly billed after the cancellation request. Ms. **** can expect the funds to be returned to her within the next 30 days.

      We greatly appreciate your time and attention to this matter and regret any inconvenience this may have caused Ms. ****. Should you have any further questions, please do not hesitate to contact us.

      Sincerely,
      Princess B***
      Manager, Retention
      Safe Home Security

    • Initial Complaint

      Date:04/01/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed a contract with Safe Home Security in August of 2023. I never received a copy of the executed contract, even though I was told it would be mailed to me. At the time the sales person told me it was for 36 months, but after speaking to customer service about ongoing issues with my system recently, I was told that it is a 60 month contract. Now, for the technical issues...I first called customer service on 11/28/2023, requesting a technician to install hidden door sensors. The original installer did not have any with him, so he installed external sensors. He sent me the hidden sensors in the mail, and said I could install the myself. I could, but I need and installer's code (which I do not have) to sync them to my panel or they are useless. Customer service told me that there was no technician in my area, but one would call me when they came through here. That never happened. I began having other issues with my system (doorbell camera, carbon monoxide detector), and I have called customer service four different times in the past month. Each time I am told a tech should call me within 2 days, and I am still waiting. I even spoke to their Customer Complaint agents, and was told basically the same thing. I was also told that my monthly service fees would be adjusted due to lack of service, and that has not happened either. So, they are either extremely inept, or they just outright lie to you...maybe both. First, I would like a copy of my executed contract from Safe Home Security to give to my attorney and second, I would like my system fixed and my service fees adjusted as promised. What I would really like is for Safe Home Security to declare my contract with them, null and void, due to extreme lack of service. I can honestly say that I have never dealt with a worse company, and their deceptive sales and contracts are probably the only reason they are still in business.

      Business Response

      Date: 04/14/2025

      *** ****,

      BBB Complaint ID ******** – **** ****
      Safe Home Security Response
      Safe Home Security is in receipt of Mr. **** ****’s complaint, which outlines a dispute regarding the terms of his agreement and a reported ongoing need for service.
      Since the filing of this complaint, *** ****’s concerns have been addressed. The three door/window contacts he referenced have been successfully installed, and the client also received a full system inspection. At this time, the system is functioning as designed.
      To demonstrate good faith and our commitment to customer satisfaction, *** **** was previously provided with one month of complimentary monitoring. Additionally, we are issuing an extra month of free monitoring at this time.
      Regarding the client’s statement that he was unaware of the terms of the agreement, we have video documentation of *** **** completing a closing survey following installation. During this survey, he was asked to confirm both the monthly rate of $69.99 and the 63-month term of the agreement—both of which he acknowledged and agreed to.
      A copy of the confirmation call will be provided to the client on April 14, 2025, for his reference.
      Given that the service issues have been resolved, contractual terms were confirmed, and goodwill efforts have been extended, we respectfully request that this complaint be marked as resolved.

      Sincerely,

      Princess B***
      Manager, Retention

      Safe Home Security
      **** ****** *** *********** *** ***** ************* ***** ************************************ ***************************

      Customer Answer

      Date: 04/15/2025


      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

      Date:03/31/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company is horrible. They took over $70 out of my checking account and said it was for a dispatch call. It was done in error and lied to me saying they will refund me, and never did. They continue to give me the runaround, no answers, no resolution. This company needs to be put out of business. Since I signed up with them, it has been nothing but problems. I absolutely regret signing up with them and I think I will be taking this to court.

      Business Response

      Date: 04/07/2025

      Thank you for taking the time to share your concerns. We sincerely apologize for any frustration or confusion you’ve experienced.

      Upon reviewing your account, we found that the charge in question was related to a guard dispatch that occurred on October 31, 2024, following a panic alarm signal received from your system. As outlined in Section 9 of your agreement, once a panic or emergency signal is received, we are required to dispatch a guard to the premises in jurisdictions where the local authorities require on-site verification before responding to an alarm.

      Our monitoring center responded in accordance with these requirements and dispatched a private guard service on your behalf. Section 9 of the agreement also states that the customer is responsible for any costs and fees associated with private response services, which applies in this case.

      We understand you were initially told a refund might be possible, and we regret any miscommunication that may have occurred. However, because the dispatch was completed in accordance with your signed agreement, and services were rendered, the charge stands as valid.

      That said, as a courtesy, we will be placing a one month credit on your account. We hope this gesture demonstrates our commitment to resolving your concerns and improving your experience moving forward.

      If you have any further questions or would like to discuss your account, please don’t hesitate to contact our Customer Support team.

      Business Response

      Date: 04/07/2025

      Thank you for taking the time to share your concerns. We sincerely apologize for any frustration or confusion you’ve experienced.

      Upon reviewing your account, we found that the charge in question was related to a guard dispatch that occurred on October 31, 2024, following a panic alarm signal received from your system. As outlined in Section 9 of your agreement, once a panic or emergency signal is received, we are required to dispatch a guard to the premises in jurisdictions where the local authorities require on-site verification before responding to an alarm.

      Our monitoring center responded in accordance with these requirements and dispatched a private guard service on your behalf. Section 9 of the agreement also states that the customer is responsible for any costs and fees associated with private response services, which applies in this case.

      We understand you were initially told a refund might be possible, and we regret any miscommunication that may have occurred. However, because the dispatch was completed in accordance with your signed agreement, and services were rendered, the charge stands as valid.

      That said, as a courtesy, we will be placing a one month credit on your account. We hope this gesture demonstrates our commitment to resolving your concerns and improving your experience moving forward.

      If you have any further questions or would like to discuss your account, please don’t hesitate to contact our Customer Support team.

      Customer Answer

      Date: 04/07/2025

      I want the full refund of the $70 as promised by one of their representatives as you see in the attached email screenshot. In addition, I want out the remaining contract at no cost left to me because this company is clearly a fraud. I should have read all reviews before signing with this company. They lied over and over to me. This is a horrible company and they lie, just to string you along.

      Customer Answer

      Date: 04/07/2025

      I want the full refund of the $70 as promised by one of their representatives as you see in the attached email screenshot. In addition, I want out the remaining contract at no cost left to me because this company is clearly a fraud. I should have read all reviews before signing with this company. They lied over and over to me. This is a horrible company and they lie, just to string you along.

      Customer Answer

      Date: 04/08/2025


      Complaint: ********

      I am rejecting this response because:


      I was promised a full refund from one of their staff members, as the screenshot shows in the attachment. I have been lied to numerous times.

      I have got nothing but the runaround for past several months and been feeling buyers remorse due to ongoing issues with this company.

      I am also asking to be released from the remaining time in the contract with this company. 

      Sincerely,

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

      Customer Answer

      Date: 04/08/2025


      Complaint: ********

      I am rejecting this response because:


      I was promised a full refund from one of their staff members, as the screenshot shows in the attachment. I have been lied to numerous times.

      I have got nothing but the runaround for past several months and been feeling buyers remorse due to ongoing issues with this company.

      I am also asking to be released from the remaining time in the contract with this company. 

      Sincerely,

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

      Business Response

      Date: 04/17/2025

      Please refer to our previous response, our stance remains the same. Should the client wish to move forward with the cancellation of the account, they would be responsible for the term ad conditions of the agreement signed. 

      Business Response

      Date: 04/17/2025

      Please refer to our previous response, our stance remains the same. Should the client wish to move forward with the cancellation of the account, they would be responsible for the term ad conditions of the agreement signed. 

      Customer Answer

      Date: 04/21/2025


      Complaint: ********

      I am rejecting this response because:

      I have had issues with this company from the start. They have lied to me more than once as you can see in the attachments I provided in the previous rebuttal...and will attach again. A company should hold true to their word, and they have NOT. They promised to reimburse me for the charge, and I want my FULL reimbursement for the charge as promised in the attached emails from THEIR COMPANY. This activity should be against the law.

      As soon as this contract expires, I be canceling this service and I will make sure I let the world know of my experience with Safehome Security.


      Sincerely,

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

      Customer Answer

      Date: 04/21/2025


      Complaint: ********

      I am rejecting this response because:

      I have had issues with this company from the start. They have lied to me more than once as you can see in the attachments I provided in the previous rebuttal...and will attach again. A company should hold true to their word, and they have NOT. They promised to reimburse me for the charge, and I want my FULL reimbursement for the charge as promised in the attached emails from THEIR COMPANY. This activity should be against the law.

      As soon as this contract expires, I be canceling this service and I will make sure I let the world know of my experience with Safehome Security.


      Sincerely,

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

    • Initial Complaint

      Date:03/31/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Seller will not cancel service even after multiple phone calls and letters to do such. Company says it will cancel and proceeds to charge credit card every month.

      Business Response

      Date: 04/07/2025

      Subject: Response to BBB Complaint ID ******** - Client Cancellation Request

      Safe Home Security is in receipt of Client ***** ********** request to cancel her contract, as outlined in BBB Complaint ID ********. We understand that *** ******** has expressed her desire to cancel through multiple letters and calls. However, at this time, we have not processed her cancellation due to the terms of the contract, which does not allow for early termination with out payment.

      *** ******** entered into a 36-month agreement with Safe Home Security in December 2022, following the passing of her husband, *****. As per the terms of her contract, the earliest possible cancellation date is December 27, 2025.
      We acknowledge that *** ******** has expressed a wish to end the service, but wewould like further clarification on the specific reasons for her request, as we have not received a clear explanation. Our goal is to fully understand her concerns and address any issues she may be experiencing with the service.

      To resolve this matter, the request has been assigned to Senior Account Representative, Rebecca P******, who will personally reach out to *** ********. Rebecca will explain the cancellation process, review the terms of the current contract, and work with *** ******** to resolve any issues she may be facing at this time.

      We are committed to ensuring that *** ******** receives the assistance and support she needs, and we look forward to a timely resolution.

      Thank you for your attention to this matter. Please let us know if you need any additional information.

      Sincerely,
      Princess B***
      Manager, Retention
      Safe Home Security

    • Initial Complaint

      Date:03/28/2025

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This was the home security for my deceased mother (died 3/18.25). When we called to discontinue monitoring service we were told that they have a contract and that it would be around $2,300 to buy out the contract my mom agreed to (hard to believe she understood this as she was battling terminal blood cancer for the last 2 years of her life). We told them that my mother was the only one living at the house and she has died. We offered to send them the death certificate and they said that was fine but they would go after her estate for this so called "contract buyout" charge. This is unbelievably heartless and ridiculous.

      Business Response

      Date: 04/02/2025

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

      We are writing in response to BBB Complaint ID ********, regarding the cancellation request submitted by the daughter of *** ***** ****.

      *** **** signed up with Safe Home Security following the passing of her husband. During the renewal process, Mrs. Eddy expressed concerns about being unable to fulfill the entirety of the new 60-month agreement due to her cancer diagnosis. The representative who handled her renewal explained that in the event of her passing, the family would need to provide documentation, such as a death certificate, to process a cancellation.

      To date, we have not received a cancellation request or a death certificate for *** ****. In order to proceed with the cancellation of her service, we kindly ask that *** ****'s daughter submit both the cancellation request and a copy of *** ****’s death certificate to **********************.

      Once we receive the necessary documentation, we will be able to move forward with the cancellation.

      We appreciate your cooperation and look forward to resolving this matter promptly.

      Sincerely,
      Princess B***
      Safe Home Security

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