Safe Home Security, Inc.

When I say, "I'm not happy" they don't care, don't even apologize for you being upset with their bad service. BUT I'll give them this much! On the times the alarm has went off, I got a call immediately, with the caller wanting to know who I was and the password (was me who forgot the system was armed & opened a door). And about a month ago, once again, I had set the alarm that night and forgot next morning, opened the door to go feed the cats, alarm went off, I didn't hear it (turned down low).

They called, my hun answered, she ask, "Was everything alright" & wanted password, he gave the wrong one, cause we had recently changed it. But she never said anything different to him, bidded him a good day & hung up. Maybe 7 minutes later 2 police cars were at our house, said they were alerted of alarm going off & wrong password was given. After they saw we were the homeowners & found out what had happened, they left. And that's the ONLY good thing I can say about Safehome. I WANT OUT!!!

That is not at all the offer that was presented to my parents when approached. There is no one available to speak to and the customer service rep even tells you the call will only be sent to the manager's voicemail. This is elder abuse, period. I will be suing them if anyone would wish to do something on a larger scale please let me know. I asked the representative to email me a copy of the contract with the signatures and he did not. I asked how is it possible to bill and send someone to collections who did not sign the contract and he said that’s just how they do it.

We have been in contact with this company to give us the equipment at least equal to what we had originally. Finally we were told they would take care of us for no charge only to find out they charged our checking account for over $900.00. I called several times only to be hung up on and transferred to an unmanned phone. They never return your voice message. So I called my bank and stopped their access to our account. Wow, now I hear from them badgering me but not trying to resolve the issues. I am not going to give them any more money. As far as I am concerned they have violated the contract on multiple counts so I feel the account is cancelled. They deserve a zero star for everything.

I am so sorry that I recommended my daughter, when she bought her new house. She wrote this, "No one EVER sign up for Safe Home Security. This company is nothing but a joke. They have the worst customer service experience I have ever dealt with in my life. I have been working with clients and call centers for almost 10 years now and know how things SHOULD work."

"This company will make you jump through hoops to cancel your service and make it seem like you have NO RIGHTS to do so. No one is ever giving the same information, they are not on the same page, no one can ever see your previous interactions with the company, no one is capable of handling your needs and there is NEVER anyone to escalate to because you are ALWAYS speaking with the highest person there. I apparently can only speak with "my account manager" whom by the way I have never dealt with in the years of service I have had with this company. They are slimy, not forthcoming, rude, incompetent and just out for your money." She finally solved it with them, as she was going to take legal action. Now I see, all over the internet, bad reviews for them and possible legal action against them. UGH. Stay away!

Today is 3/28/18. I called and asked why my money still not in my account. I was told that the check was mailed to me. At this point I’m so angry and demanded to cancel my service as I am no longer happy with this company! He then proceeded to say that the doorbell camera gave me an additional 5 year contact!! What the hell!!! My contract should be done by next year of Dec 2019! The rep said no it will be 2023!! And if I want to cancel the service I need to write and he gave me an address to send my request. I literally cried my butt off because this was not informed to me about an additional 5 yr contract!! If they don’t cancel my service I will be hiring a lawyer!! Hopefully they did send my check in the mail! I am so furious with this company!! Don’t ever sign anything with this thief company!! They are horrible! Customer service sucks and they all have bad attitude!

Eventually real life took over, (I was pregnant at the time with our first child, and I just let it go...) So now let’s talk about the Monitoring. On the few occasions that my alarm went off for whatever reason... I got a called approx after the alarm was going off for 20 minutes. YES 20 MINUTES! And they called the house phone, and LEFT A MESSAGE. ARE YOU SERIOUS! Eventually after the alarm was cut off, and about 20 more minutes later I then received a call on my Cell phone. I asked them why they didn’t call the police? She told me she couldn’t do that until someone answered and told her to!!! IT IS INSANITY. So if someone breaks in my house and is robbing/raping/killing me, in order for them to call the authorities, I have to answer and tell her to. It defeats the WHOLE PURPOSE of a system! If I was able to do all that, I could just call myself! What a joke!

WAIT IT GETS EVEN BETTER. After a few months of paying the bills, I started adding up the amounts, and it didn’t add up right? So I called the customer service and was told that SOMEHOW I was enrolled in a $10 per month Warranty - I explained that I never agreed to that, why would I want a "WARRANTY" from a company that couldn't even install the unit. SO, I ATTEMPTED to Cancel the Service - I was at that time told I was actually in a 3 year contract, and I could not cancel until then. I COULD NOT BELIEVE that we somehow missed that on the contract. I asked for a copy of the original Contract. It arrived by mail, and you could not tell if that box (for the term length and the warranty) was checked before or after my signature... and since I was not given a copy, I had no way to dispute it.

I asked that the contract be cancelled at the end of the term which was Jan 2018 - We were moving to another house, and would not need the system. I was told that request could not be taken by phone, and to send a letter with the request. This was around August of 2016 - At that time, I wrote a letter and asked the service be cancelled. Approx 1 month later, I get a call from a customer service Rep asking why I wanted to cancel (SO I KNOW THEY GOT MY LETTER). I explained my nightmare and at that time he tried to lower the price! I told him NO! We were moving to another house and would be renting this house, and there was NO WAY I was going to put this nightmare on someone else. At that time I thought I WAS FINALLY done with them...

WELL < I WAS WRONG... It is February of 2018, and I get a bill in our new home (mail forwarded) stating that I owe 2 months of payments for monitoring. WHAT? So I called customer service and they told me that in fact my account DID NOT cancel and it actually ROLLED OVER for a WHOLE NEW YEAR CONTRACT!!! BOY, I was mad. I asked to speak to a supervisor... and was transferred to a Voicemail. NO one called me back after days. So I called back again, and AGAIN, was sent to a Voicemail. I left ANOTHER voicemail. NO CALL BACK...

Today I get a letter stating that they have researched my account, and I in fact I am locked into ANOTHER year of service for a house we haven't lived in for 3 months! I called Customer Service again, and was told MY letter was never received (which I know is not true since 2 reps called me after mailing it to save the account) and unless I sent it certified and had a copy of all that, I am stuck? So here I am on the ConsumerAffairs site, and I am reading complaint after complaint after complaint from people and the complaints almost exactly mirror my issues. THIS IS NO ISOLATED ISSUE. This is this company’s MO, and I am hoping that someone starts a Class Action Law Suit against them. DO NOT SIGN WITH THIS COMPANY!!!

I waited 1 month with no further communication from SHS, then called customer care. This was September, 2017, and I've been getting the runaround since then. I've called customer care over 10 times, and they keep promising a solution, but never call back. They set up a service call for Jan 4, but never showed up. When I called, the rep stated that he cancelled the service call because SHS will only replace equipment that THEY installed! That was never the agreement. Replacement/repair of existing equipment was the reason I switched companies! It has been 4.5 months with no resolution, and I now expect none. Oh, they also charged me for the "free" Ring camera, by adding $4.00 to the monthly service fee.

The people there are extremely rude. We couldn't find the single page contract when she moved so we stopped the autopay from her bank. They then contacted her sending a letter to the previous address. This was in March. She moved in with me in October 2016 and paid them through March when we canceled. They then called the neighbor who was on the emergency list to inform her that the bills were not being paid. How dare they do this. I then got a number to call and I called right away after I found out how they had treated my mother. I have only been getting the runaround and they are not nice to deal with in any way shape or form. We did everything that they requested. Sent a letter canceling, sent the death certificate and the sale of the trailer paperwork. You would think this would be enough and they are still billing her monthly for their service.

I am getting ready to contact an attorney to find out what we can do since she did not know it was a five-year contract and did not know that there was a clause that even in death you still owed the contract. My stepfather was put on hospice care permanently a few months later and died one year after they signed their contract. I would really love to know if others are having this issue also. They are terrible people who prey on the elderly. Why would you sign up a couple knowing what their ages were for the longest contract possible and not explain to them in detail that if one of them passed away the other would be liable for the remaining contract. This is shoddy business practice and very deceitful. My step-father would NEVER have agreed to those terms as well as my mother.

A "customer care" rep suggested that I needed to send a letter from my dad's physician verifying his condition and they would review the case. 3 weeks later, and after SHS had debited my dad's checking account for another $ 42.99, I had heard nothing in response. I did receive a form letter offering to move Dad's service to a new address. I contacted customer care again and was informed that, despite my father's condition and his obvious lack of need for home security, SHS could not cancel his contract unless he paid the $1,300.00. I'm furious and can't believe that any company with any sort of moral or ethical common sense wouldn't just let my dad out of this contract.

It's bad enough that Dad developed dementia, has to move from his home, can't drive a car and feels he has lost his freedom. Now I'm dealing with these stubborn and insensitive people who insist on taking money that they will never have to provide service for. It is absolutely mind boggling!! The people I have spoken with have all been condescending and unresponsive. I jumped through all of the hoops that they set up to "resolve" this situation, was left in the dark with no follow up on their part and ended up right where I had started 3 weeks ago. No resolution. I am so frustrated and disgusted with Safe Home Security that I had to take the time to write this review. I wish the rating system included negative stars because I feel like 1 star is even too kind to give this company!

Mr. **, was very persuasive regarding the level of services to be provided, service cancellation, provided lots of references and assured us that since we were renters of the property, we would be able to cancel the service, if and when we decided to move, purchase a property, etc. There was never any conversation about a long term contract, a need to move the service if we decided to move, etc.

The fact that we were never made aware of any company by the name of Alliance, Security Systems, Safe Home Security, Alarm.com involved in this proposed security system/thermostat, etc. makes matters even worse. To all intents and purposes, and, as far as we knew, we were doing business with ProLink Protection of Mesa AZ from 3/24/15 until approximately 4/15/16. The “email” documentation included in this package, hopefully, supports the back and forth with ProLink Protection of Mesa AZ in support of notification of our pending move effective 4/14/16.

Now, unfortunately, it wasn’t until today, Tuesday, 5/9/17 that I was made aware this service was never disconnected, billing was never stopped, due to receiving an email message indicating there was “failure message” coming from the system; and, now, it appears, as a result of contacting Safe Home Security what we understood to be your basic month-to-month service agreement, because we were renters, is still in service and the only way out of this “agreement” is a buy out.

We were never notified of any change in name of the company ProLink Protection to Alliance, Security Systems, Safe Home Security, alarm.com, etc. We have never received any information regarding the system was still in service. We have never, until today, received any messages regarding system failures, or any indication the system was still active.

The other very unfortunate part of all this is the copy of the agreement written by Mr. ** on March 25, 2015 is so illegible, faded & unclear, it’s virtually impossible to read anything. Additionally, it’s obvious that we were “duped” by Mr. **, as when the agreement was written (what appears now to be fraudulent), it is clear that he chose to indicate that we were the “homeowners”, which is totally untrue. At the time the agreement was written I made it very clear we were NOT the homeowners, and, even suggested to Mr. ** that he contact the homeowners about them undertaking this agreement.

It is with regret that this situation is just now surfacing; however, based on the circumstances outlined in this documentation, I have no intention of continuing this service; a) in a home I no longer live, b) haven’t lived in for over 12 months, c) have no interest in providing services for people I don’t even know, and, d) believed this was a month-to-month agreement. Letter RE: Service at **.

My position on this situation is this: I believe, based on never having been notified by ProLink Protection, that now a company by the Alliance, or, Security Systems, or, Safe Home Security/alarm.com of any name change/purchase/sale of ProLink Protection, I’m not responsible for this agreement, I believe, based on the documentation provided, the $40.99 per month, from 4/15/16 thru 5/20/27 should be refunded immediately, I believe this agreement was written fraudulently by Mr. ** in an attempt to bolster his “sales numbers”, The automatic debit payment(s) of $40.99 per month will be stopped as of 5/20/17.

The following information Your immediate attention to this matter is appreciated. In an effort to expedite this matter, a copy of this and associated email correspondence with ProLink Protection has been sent via email to: info@alarm.com Please provide & reply all communications regarding this matter in writing, either via, USPS or email. Thank you!

The service tech no showed on 3 different appointments. He finally showed up and installed the equipment but we had to pay. I continued to fight it and after a year they did reimburse our money after the company that installed it originally got involved (honestly I think the 3rd party ended up paying SHS and so SHS just reimbursed us to appease us but I don't know this for sure).

Well the system after it was installed at our new home never worked right and said disconnected on the main panel. We called back and they said they would send someone out and eventually they did. He said something was broken on the main panel so he ordered some new piece to be mailed to us and he would come back to install. The piece came but he never came back. We called and he never came so we called to try to get out of our contract since we didn't have a working unit due to them. They assured someone would come out and fix it yet no one did and we couldn't get out of our contract.

Also in this time frame they double billed us March, April and May 2013. They billed us under Safe Home Security and VOS ALARM on the same day in March and one day apart in April and May. I called in June after noticing it and they assured they would refund it. They never did. I kept calling and every time we had a new account rep and they had "no clue" what was going on with our account and would need to "look over the account and call us back". Well we would never get a call. I was calling monthly for a while then started to give up. I realized we were stuck paying for this crap for 5 yrs and had no way out.

I kept trying to get my refund for the double billing and sent in faxes of my bank statements numerous times to different account reps and still we have not seen a refund. I cancelled our account April 2017 and was told we would stop being billed yet we have continued to be billed. Called back and they said we will be until July. I explained again about the double billing and how if they will just cancel us now and not charge again I'll drop it and they assured me they cannot cancel me as we are in a black and white agreement. I assured them my black and white agreement stated we would have a working system.

Upon calling this last time we also found that this entire time they never changed our address to our new one even though we have informed them numerous times... Every time we called in fact over the past 4 years... And if we were to have an emergency this entire time emergency personnel would have been dispatched to our old address, 45 min north of us. How that is legal and keeps us safe is beyond me. Thank God we have not had an emergency and needed them. This company should NOT be in business. Not only have they demonstrated extremely poor customer service time and time again but I have paid them monthly for the past 5 years to keep my family safe and my family's safety is the main thing they have put in danger by not keeping proper records or doing their job.

I sent a email and a letter! I called back to get the final payment and they said I was under a year contract which I knew I was not. Long story short this went on back & forth for a whole year with them annoyingly calling me telling me my bill is racking up when will I make a payment. I kept telling them I sent in a letter to terminate the service and they will tell me when they receive it but never cancelled the service.

A year pass and someone called me and finally agreed that I indeed is under a month to month but instructs me to pay the fees & interests on a bill I tried to take care of a year ago but they said I was under contract another year. So they let a whole year go by to gather the info they needed to close it out but they want me to pay for the fees & interest of their negligence!!! This company is not BBB accredited for a reason. They suck and they know it! I'm just waiting on a class action law suit against them!!! Nothing is still resolved and they are still billing me for service after they have confirm all the facts of receiving my letter of cancellation and my service was month to month!

In January 2017 something changed. I suddenly set off my alarm a few times without receiving a phone call at all from the dispatch that would normally call me. So after a few months of noticing that I was not getting any calls (even though the money was being withdrawn from my bank monthly) I reached out to them and they told me the reason for this issue was because the G2 technology which my system was using to communicate was no longer in place. If it wasn't because I noticed that I was not getting called when the alarm was being set off I would have never received a notification of the issue. When I spoke to them, they claimed that they had notified me, but what they kept notifying me about was an attempt to get me to sign a 3 year contract, they never once told me about this technology issue with my system.

I called and asked them to cancel my account, and they said I had to email them a request to cancel. After emailing, they then sent me a letter telling them I had to call them to discuss my account. When I called again, they said it took 30 days to cancel the account, so I sent them a total of 4 months worth of payments without actually having any sort of security coverage from them. Must be nice to get paid to do NOTHING.

As soon as I stopped Automated payments, I heard from Safe Home, by letter, telling me I owed them money. I called and left over a dozen messages that I needed to cancel the service and left my name and phone number. I never received a single phone call back but I continued receiving their billing statements. Finally, I pulled up SHS on the web and called a technical support number. For the first time, I got someone live. It wasn't who I needed to talk to but they transferred me someone in billing who actually picked up the phone. This person said they received my voice mail about cancelling the service in August 2016. When asked why they never returned my phone calls so I could square up financially, they couldn't or wouldn't respond.

Bottom line, they say they are on the up and up contractually and I have no choice but to abide. But for people who are seeking a good security service, do not select Safe Home Security. They don't answer phone calls probably because they're banking on you getting frustrated and hanging up without ever resolving the issue. Don't know how these people face themselves in the mirror everyday.

In June 2016, I received a response letter from Monitronics saying that my contract with them does not end until June 2019 and refusing to cancel. Immediately, I called the number Todd had given me with the express directions to "only call this number if anything comes up and do not call Safe Home Security directly". There was no recording on the voice mailbox other than a standard robotic voice, no company name, no personal name... nothing. I called that number 3 times over the next week and never received a return call. So, I reached out to Safe Home Security directly. I explained the situation to them and they told me I needed to contact "the dealer directly". I told them I'd tried several times, with no response. They said they would have the dealer contact me. No one ever contacted me.

I contacted my prior company and had the chip SHS had installed removed and my system reconnected to Monitronics' monitoring service in June 2016. In December 2016, I noticed a charge on my account from SHS. So, I reached out to them again to re-iterate what I reported to them in June and that I still had not received any responses from their "dealer" and that I had not been receiving monitoring services from them for 6 months, as I had my Monitronics service re-connected. SHS told me they couldn't help me because I was still in the first year of my contract and that I had to deal with their dealer instead. I told them to cancel my contract with them, which is under their name and not their "dealer's".

In February 2017, I noticed yet another charge from SHS on my credit card statement. So, again, I reached out to them via telephone and was once again told they couldn't help me cancel their service because I was in the first year of service. Later that month, I received a copy of the contract with SHS. Again, I called to let them know I am not using their service and need to cancel. They told me they require 60 days notice in writing and gave me an email address to send my notice to, which I promptly did.

Then, in March, I received another letter from SHS saying that I'm under contract with them through November 2021 and giving me their Customer Care Department's direct telephone number. When I called the number, it was disconnected, with no forwarding number. I found another number for SHS online and called. After 25 minutes on hold, I was transferred to "Maria", in "Dealer Support". She took down the information (that I had already given so many times to various representatives) and said she would contact the dealer on my behalf.

When I finally spoke with the dealer (Todd's boss), he was very rude and argumentative, hurling accusations and calling me "stupid" and requiring me to send him a copy of my contract with Monitronics. I told him that was confidential information that I didn't want to share with him. He said there was nothing he could do to terminate the contract with SHS without my information from Monitronics. This felt very "off" to me. No vendor has ever required such a thing of me in the past to cancel a service (particularly one I'm not using and was sold under false pretenses). So, I hung up and called Maria at SHS. She told me that I was required to send confirmation that my Monitronics contract was still active in order for my cancellation with SHS to be considered and gave me her email address to send it to directly. I did send the letter from Monitronics I received in June 2016 to the email address Maria gave me.

The next day, I called her to make sure she'd received my email containing the letter. No return call. So, I called again the following day and left a voicemail message for her. No return call. I called again and left a message. Still no return call. So, I dialed the main SHS number and was told "Maria has left for the day". SHS has cost me a huge amount of time dealing with this ridiculous situation. Why are they so cavalier? At this point, I believe the company to be run by scam artists. I do not wish to deal with them again and will warn anyone willing to listen against using their services.