Safe Home Security
reviews and complaints

My husband and I had (ADT Should have stuck with them). But we needed to

cut some corners, so we switched over to SHS , over the phone the guy we talked to said we signed a contract. we do not have there equiptment they used

adts, When Covid hit ,my husband LOST his job, and im disable. We called and were told we needed to write a cancellation letter and mail it. So We did and that wasnt good enough! They did not want to hear WE CANT AFFORD IT!. And are still charging us after our cancellation letter and a letter saying I was disable.

Still not good enough for them. Still Keep getting letters after 4yrs of cancellation lost of job,covid and disability ,THEY DONT CARE ABOUT PEOPLE! THEY WANT THERE MONEY!. sorry we dont have it! Pound salt!

I was moving and called and cancelled service. Received an unexpected bill after cancellation and was told when I called that I should have sent a certified letter canceling service. I was not told this when I canceled service over the phone. I paid the bill. Safe Home Security sent report of late payment to credit bureaus which ruined my excellent credit. I spoke with representative at SHS who said she would scrub the report from my credit but it still remains.

My original cameras and solar panels had to be replaced by Safe Home since they were no longer dealing with the company that provided the original cameras and panels. it took them months before they came out to replace the cameras but the solar panels even though they were removed were never replaced. I have been in regular contact with this company talking with Ryan, Steven, Scott, Brandon and Cody to name a few. I am being told that they will contact me with the panels came in from Eufy and I am checking with them regularly to see when or if solar panels are due. Today I am told that panels are something they don't do (but they were put in when I first ordered cameras with the solar panels. Now Scott is telling me today that I have options that I can do 1) they can come out and move cameras where I can reach and charge as needed; 2) or I can order from Eufy as an accessory which I understand they want me to pay for. Why is it my first order can not be filful. I had no say in the company they decided to deal with, but I know this company does have solar panels. I was promised solar panels up until this day and the story has changed. I was not given the name of Scott superior so it kind of ended with him. these practices are unethical and I am reporting them because I continue to make payment to them to keep my security system working I am too old (72) to climb to remove and recharge cameras at anytime, that is why I requested solar panels from the start. Please help!

Very shady crooked company. The worst company I have ever felt with if my contract price doesn't get fixed I'm going to the US Attorney office I am so sick of getting the run around. Supervisor Taylor who works in the Corporate office is nothing but a liar she had me sign a contract with cameras and mobile panel these items will not work at my house so she said I'm stuck with that price even though I'm not getting what I paid for she needs to put on some BIG GIRL PANTIES and do the damn job she promised me. Run far far away from this company

I have had Safe Home Security monitoring my alarm since September of 2019 and have been very dissatisfied with their service and monitoring. I continually have low batteries on my sensors and am never contacted by them when setting the alarm off upon entering the home accidentally. When service calls are scheduled they are always late or do not show up. We recently sold our home and I wanted to cancel my service and was told that I would owe them $2800.00 to satisfy the remaining balance on a 60 month monitoring contract. I was told they could remove my system and I could take it with me but that is not an option as the alarm is part of the contract for the sale of the home. I was then told I could buy a new system from them at our new home, which we do not have, and have it installed there which is unacceptable. In fact the alarm system I currently have was purchased through another alarm company and only my monitoring was changed. I need to have my contract canceled without this exorbitant cancelation fee. There was no purchase of additional equipment at the time of the change of monitoring. Upon further investigation I discovered that this company is being sued by the state of Connecticut in which they are based due to unfair business practices the nature of which I am experiencing. I called their customer service department and got no where. When I asked to speak to a supervisor I was told it would not do any good and that they would tell me the same thing and was not transferred to anyone. I need to know how to proceed so as to not mess up the closing on my home. I plan to file a complaint with the Attorney Generals Office of the State of New Mexico as well. Our closing is in two weeks and I need this resolved quickly.

The ring doorbell they installed, never did work at all, the battery charger they left for the ring doorbell, never did work so I could not charge the system, called customer care for replacement or repair, and I got no responce, the montior in the back didnot work, you to give good customer service, I jackie spencer of 505 smith st. In mckinney texas, would like the service cancelled and disconnected, the equipment was paid for up until may 2021, and I never recieved repairs, after I stopped payment then I recieved a responce, I am very disappointed in your security system and very unhappy with your customer service qualty!

I was recently charged $54.99 which I paid in Oct. of 2020. Why am I getting charged so soon?

I have had a faulty window sensor in my master bedroom that would at times complain about an open window. I even got a false alarm once and cops came to my house to check things out and so I stopped using my alarm for more than 2 years.

The customer service manager at Safe Home Security promised to fix my faulty window sensor and I signed a 3 year contract with them in February on that basis. He sent me an e-mail to back up his promise. Because of Covid we delayed the technician coming over until recently. However, the technician said it will actually cost me $240 or $9 extra per month to fix the sensor since I have a hard-wired system. The customer service manager now claims he had no idea that this would require more work than he expected.

Now I am either forced to pay more money or stuck with 33 more months of a worthless contract which they refuse to cancel. I have already paid 3 months on this contract without using the security system.

We are upset that we have been billed for services that we di not receive. We had a situation in the service were cut and we had no service for almost 3 months. However since you were removing money from our account we had no address or telephone number to get in touch with u. So the only way to get your attention was to contact our bank and stop payment. When we finally talked to you, you were insistent that we pay you for the months of services that we did not receive. My husband was not very happy about the bill. The woman we talked to finally decided to drop the charges and we were to pay the $58.99 per month charge for service. Again our next bill had the $300.00 plus added to the bill. My husband saw that and was furious. We want this contract to be dropped. We will pay you the monthly charge of $58.99 but that is all. We also had paid for camera and receptor but never received any credit for the equipment.

Sincerely, Richard Eichhorst Account# 579526

I have been trying to cancel my service for months like since November of 2020 an when I finally got a hold to someone they have just lied and lied to me about what is going to happen. For instance, they told me I was in a new contract because I added some extra insurance, but the service rep Oliver did not tell me that at least I cannot even remember hearing that. I have been trying to get him to call me back, but he has not done so, and his voicemail box is too full cannot leave a message. I have asked them on several occasions to let me hear the call since they said they are recorded and the last lady I spoke with told me that she would send it to me, and she considered herself as corporate because that is who I asked for when I called the last time. So, I have been paying for five months longer than I wanted to, and I started to be as shady as they are and cancel my card but that is not my style. I would just like my money back from the five months I have been trying to cancel. I have attached the chat and two of the emails I sent to them, but nothing has happened yet. I will never deal with them again they are not a good company if they would have let me hear what was on the phone call I would not feel as though I am being scammed by them. But with all the running around and not having proof that's all I can think of honestly.
Thanks,
LaShaunda Walker

Lashaunda Walker
Nov 23, 2020, 12:22 PM
to customercare

Hi my name is Lashaunda I live at 3236 Kingston dr Huntsville tx 77340
[protected]
I am cancelling my service effective immediately.

Thanks

Mrs. LaShaunda Walker

Ref: M17750944388 - 2839407

Hello Safe Home,

I have been trying to get my account cancelled for about two weeks now and at this point I am thinking that there is an issue on your end. I have been waiting on someone to listen to my conversation between me and Oliver "the manager", but there has not been follow up on that. Then I called Monday to speak to Oliver and I was told that he would call me back and now it is Friday and no Oliver. I have sent an email to cancel my account on several occasion and here is my last attempt before I contact someone over your head. There should not be another debit from my account. My account number is listed above but just in case here it is again Ref: M17750944388 - 2839407.

Please enter your first and last name Lashaunda Walker
Please enter the phone number associated with your account [protected]
Please enter your customer ID number
Please select which department you need? Customer Service

Chat 2020.11.23
Steven
12:35:07 Thank you for contacting Safe Home Security. My name is Steven how may I help you?
Lashaunda
12:36:04 Yes I am checking on the status of my cancellation because I have been charged again
Steven
12:36:42 What is the best phone number to access your account?
Lashaunda
12:37:17 936*
Steven
12:37:34 Can you verify your verbal pass code?
Lashaunda
12:37:48 W*
Steven
12:38:23 I don't see that we have the cancellation request on file. It also shows your expiration date is not until 10/11/2022.
Lashaunda
12:39:50 I sent in an email can u send the correct email because this is crazy and they was supposed to be going back making sure that Oliver didn't say that I had to renew contract because I added extra insurance and something about it renewed a contract I was unaware of that
Steven
12:40:55 customercare@myshs.com is the correct email.

Steven
12:41:12 It shows warranty was added back in 2017 for 60 months and that is why the expiration date is 2022.
Lashaunda
12:41:42 I didn't add it and I didn't sign anything so I am not staying in a contract
Steven
12:42:48 I cannot say the account will be cancelled without a buyout payment. Please resend the cancellation request to customercare@myshs.com.

Lashaunda
12:43:51 Can u have a manger call me they were suppose to go listen to that call last week and I haven't heard anything and I done already paid for the equipment once I would not dare pay again
Steven
12:44:33 The person who did the agreement with you is a manager. You can contact him at 1-800-833-3211 extension 1188.
Lashaunda
12:44:57 Ok thanks
Steven
12:45:09 You are welcome. Have a good day.

I have had nothing but issues with the two systems I have. Multiple false alarm calls due to malfunctioning parts. I have called multiple times starting mid 2020, with no resolution. On December 1st I sent a letter requesting both services be canceled effective 12/8/2020. They have confirmed they recieved the letter and ignored it! I called multiple times again, and on February 2nd I spoke to Michelle who said she could not cancel my services and I requested to speak with a manager, she told me her manager was on another line and he would "get back to me", I'm still waiting! I called back and someone transferred me to the "cancellation department"...which was a non existing voice mail! I'm done! Per the April 19, 2019 court order against Safe Home Security, I am requesting to "opt out" without penalty and without risk of negative credit report.

Safe home security had a contractor come to my house with paperwork and had signed with guarantee of camera and other alarms. The contractor did not have all the equipments and they had me sign the paperwork before they could even install the equipments he came with. I have called, emailed, and tried all type ways to try and get a hold of them and they would not take my calles. But the started calling me after I close my bank account and stop payments. Every time they called I would ask them to cancel the service, the alarm was disconnected, the security camera was never installed, firefighters should up my house with no warning. I can go on.
They just keep charging me years after years for service they do not provide to me.

I want to give Negative grade!
don't do any business with this company, and don't come close to them

starting Feb 2020 our alarm system was getting insane charging it self when we were at home, start alarming for no reason (even when it wasn't on) and so on.
we called the company to get it fixed - it took a month, they send some one who said they cannot fix it and they will send replacement
after another month of false alarms we called again and again the same guy came with the same answer! at that point, he disconnect my alarm system completely.
since then, after dozen call to the call center, we finally got a new system but no one came to install it!
it is ridiculous, we are trying to talk to some manager there, but we get no where. we are trying to get service and it will be only in a month! and they refuse to pay me for the months i got no service.
i really wish i could break in the middle of my contract with them, but afraid it is illegal (if any one knows different please let me know)

i never give such bad critics, but do your self a big favor - don't do anything with that company!

I signed a 3 yr renewal contract in july 2020 for home alarm system plus and outdoor camera. The camera was never installed but I was charged for it $354. In addition they have a $5 upcharge on my monthly bill for video from the camera. I have called many times, they do not respond or call me back.
I tried cancelling the charge for the purchase of the camera on my visa but the company immediately posted the charge for the camera again on the credit card.

This company is not honest.

I have sold my home and moving out of state. I have been informed by Safe Home Security that I still need to pay them for the next three and a half years for the home I have sold.
I signed an agreement for two years and I am now being told that it is for five years.
They will not cancel my contract. How do I get rid of this. The system has not worked since I first got it. Alarm constantly says windows are open and they are not. Cameras do not work and constantly go off line. They will only provide a service tech on the days that I am working. I am a nurse and cannot take off, especially now in the current pandemic climate.
My credit card company states they will not cancel because they are contracted to pay the monthly bill.
Please advise how I can get rid of this.
Linda Kent

This system was never installed properly has never ever worked. The people that installed it used our adt box to put their service into and said don't say anything about it. Well i am telling you this does not work and now i want out of this because it is coming out of my bank account and nothing works. They say i have to pay to get out of my contract. I don't want anyone in my home to try and replace anything due to the virus and i want this billing stopped immediately. July 2018 installed.