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3.1 38 Reviews

SafeTouch Security Complaints Summary

20 Resolved
18 Unresolved
Our verdict: While SafeTouch Security has an above-average resolution rate, there’s room for improvement. Investigate common issues reported by customers and understand how they were resolved. Be prepared to follow up on your queries if needed, and keep detailed records of all interactions.
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SafeTouch Security reviews & complaints 38

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8:17 pm EDT
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SafeTouch Security - Contract

After moving into our new home, we signed up for Safe Touch Security in August of 2021. The salesman never mentioned there was a required length of contract. The handwritten paperwork that we were given that day does not say anything about a 3 year contract. After installation, 5 days later we had problems with our sensors and a technician had to come out...

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11:20 pm EST
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SafeTouch Security Home security

Today is the 5th of March 2023. I have called 5 times for the past 72 hours requesting copy of my contract which is not available on line nor on my app. The five times I was promised they will send the request and I will receive it in an email by the end of the day . Nothing happened. I don’t know why I am being ignored and given this horrible service . Someone must get back to me before I file a complaint at the business bureau.

I don’t trust this company anymore with my property and my safety because I am being treated extremely bad.

Very disappointed and upset

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3:27 pm EDT

SafeTouch Security Home security

We originally selected SafeTouch for our primary residence. We soon decided to add our 2nd home to our account. When we spoke to the sales person, we asked him if we could just add the additional property to our existing account. They assured us that it would be no problem, they could bundle them together and not have any additional fees, he was going to give us a "great deal". The sales person clearly was being deceptive, as we now find out that the other "bundled" property was given a 5 year contract, not just added on the same terms as our other property that was 3 years. Should we have read all of the fine print? In hind sight, of course we should have. But does that make their deceitful antics acceptable? Definitely not. They should be ashamed of themselves for having a corrupt corporate culture that encourages unscrupulous behavior to get customers in the door. They don't care what their sales people say, they just reward sales regardless of the methods used. To make matters worse, when we called to suspend the service on our second home that is now under construction, the agent at SafeTouch was rude, condescending, refused to let us talk to a supervisor or manager, and basically said it doesn't matter what the sales person said, the contract is all that matters. He really didn't care what the sales person may or may not have said, which shows that they are used to such behavior and probably encourage it. If they did care, wouldn't they want to get to the bottom of why our expectations were so far removed from reality? Wouldn't they want to interview everyone involved and get to the bottom of the matter? They spend so much time and money advertising that they care and are a better company than the competition, but a careful review of all of the complaints against the company shows a disturbing pattern of deceptive sales practices, as well as a horrible propensity to make it extremely difficult to get out of auto-renewals and contracts based on technicalities (as a Google search will reveal). I really wish I would have read all of the horrible reviews about them before doing business with them. Any company that truly cares about their customers would take steps to increase transparency during the sales process and eliminate complaints by standardizing disclosures and not trying to hide what they're locking you into. I would also add that when we simply upgraded our WIFI, which is something pretty much everyone does at one point or another, SafeTouch took the opportunity to charge us to get their system to keep working with the new WIFI. I should also add that our display screen on the second home panel is fuzzy and in "double vision", but we have been putting up with it since they charged so much to deal with the upgraded WIFI issue. They hide behind their contracts and make it extremely hard to take any action against their sleazy sales tactics, but hopefully State and Federal regulators will see the fire behind all of the complaint smoke and do something about it. I believe under the FTC Act, this would fall under UDAP (Unfair or Deceptive Acts or Practices)

Desired outcome: I want out of the extra two years that they tacked onto the 2nd property.

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Is SafeTouch Security legit?

Our verdict: SafeTouch Security has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores SafeTouch Security's position as a benchmark of trust and quality within its industry. Users and clients of SafeTouch Security can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

SafeTouch Security earns 100% level of Trustworthiness

Perfect Trust Endorsement: SafeTouch Security achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for SafeTouch Security. The company provides a physical address, 2 phone numbers, and email, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of SafeTouch Security's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Safetouch.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Safetouch.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Safetouch.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from SafeTouch Security.

However ComplaintsBoard has detected that:

  • Safetouch.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The safetouch.com may offer a niche product or service that is only of interest to a smaller audience.
  • SafeTouch Security protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to SafeTouch Security. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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12:02 pm EST

SafeTouch Security Hidden contract info

Sales Reps leave out details! Please fully read the contract! First of all I wasn't aware there was a 3 year contract with an additional 2 years no one tells you about if you don't do a written cancellation in certain period of time after cancellation date. So I'm stuck paying 19 months for a service I no longer have but I'm definitely not willing to stay with this company after speaking to who they consider customer retention at corporate who had the worst attitude of anyone I've ever spoken with there. But this is definitely a lesson learned I don't care how long it takes from now on I'm gone put my glasses on and sit and read everything word for word or you won't be getting my signature. DON'T LET THESE SALES REPS RUSH YOU THROUGH THE PROCESS READ EVERYTHING SO YOU DON'T GET TAKEN BY COMPANIES LIKE THIS PERIOD!

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8:00 am EDT

SafeTouch Security Security cameras

no one can explain to me why the live streaming and playback time out every 3 to 4 minutes on my pc the technician tried to tell me that in case you leave your phone on in your pocket it doesnt use all your data up the last time i looked i dont put my laptop in my pocket i got the system to monitor my mom not to have to refresh the live stream every few minutes on all four cameras of course it was brought to my attention that i could upgrade to a more expensive system. A live stream should stay on my screen as long as i have my lap top on. I changed from xfinity and that was a mistake not one time did my live stream ever time out now im in a 2 yr contract for a system that quite frankly sucks

Desired outcome: i want an explanation that has some merit

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2:22 pm EDT

SafeTouch Security Beeping in the main box.

I have had safe touch monitoring now for many, many years. Cancelled service. Unplugged the thing that makes the system work and now beeping continously. Called them and they said since I did not have service they could not help me. I am 79 years old and the battery that needs to be disconnected is in the attic. They are rude and disrespectful. They will not send anyone out to resolve this problem.

Desired outcome: Come disconnect box so beeping stops.

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9:21 pm EDT
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SafeTouch Security Malfunctioning equipment

11 days ago I had Safetouch install a security system in my home. At time of installation my motion detector sent a low battery sensor. The batteries were changed and I was told the system would take a while to update. To be brief, the motion detector was bad and had to be replaced and then the replacement replaced with a different brand. It took 10 days for the techs to identify the problem with my electronic door lock communicating with the central pad. A window sensor failed. A tech replaced the sensor and now the sensor has failed again after a little over 24 hours. In the 23 years I had ADT/Vivint I never had an equipment failure. When I called support the first time the sensor failed I was told it would be 3 days before a tech could come to my house and was advised, repeatedly, just to bypass the window! This coming from a company that touts its 15 second response time. But to be able to respond the system has to be functioning properly. I am now trying to find a way to contact someone in the upper echelons of the company but have thus far only been able to reach their support division receptionists.

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1:21 pm EDT

SafeTouch Security Billing problems

I have been a Safe Touch customer for many, many years. My monthly payment goes out automatically, from my bank each month. I was not aware in March my bank missed sending a payment into Safe Touch. This caused a missed payment fee to be added to my bill. Additionally, Safe Touch raised the monthly billing amount. However, my bank continued to pay $17.07 per month. This too was being added each month to my bill. The last few months have been difficult months because of the circumstances happening nationally. I called into Safe Touch 'Billing' simply asking forgiveness of the missed payment fee. The individual I spoke with simply gave the company line "If Safe Touch did not cause the mistake - then no refund will be given.

With as many years of being a loyal customer, I would think Safe Touch could at least forgive a one-time late fee.

Kevin Manos
#160058
3533 Little Road
New Port Richey FL 34655

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Eleanor S. Smith
, US
Apr 30, 2021 2:26 pm EDT

WORST COMPANY I HAVE EVER HAD. Had them for monitoring for many, many years. Disconnected monitoring service. Unplugged the plug that makes everything work. Now have beeping from the monitor. Battery is in the attic. I am 79 years old and cannot climb a ladder to unplug. Since I am no longer a customer they can't help me. On top of that, when I disconnected, I was not offered an upgrade at that time. The supervisor said it was documented that I did so she basically was telling me I was lying. HORRIBLE CUSTOMER SERVICE. DON'T USED THEM.

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11:08 am EDT

SafeTouch Security security alarm system

Our Safe Touch Alarm System has gone off several times in the middle of the night, for no reason (once when the alarm was not even armed). After running around the house like a chicken with it head cut off looking for signs of a burglar or fire, nothing. Not even a call from the alarm monitor asking if everything was all right. Each time I immediately called Safe Touch about the alarm triggering, and why they didn't respond after it triggered, they said they had no record of the alarm triggering. They sent out a tech that offered no explanation. The company suggested I upgrade to their newer system (at my expense) because they couldn't explain the glitch with the existing system which is only 11 years old!

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10:48 pm EST
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SafeTouch Security installation

We have been a customer since 2014 and we now would like to have a "clicker" for our system and on top of the clicker cost they want to charge us $124.00 for installation. The clicker cost $34.00
We have payed up front for the first 3 years then have payed for the full year after that. We have not had any upgrades since installation of our system. Very disappointed

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8:05 am EST

SafeTouch Security unethical business

My mother had a system put in on a Monday. There were multiple issues with the installation. She was scared to even turn it on that night for fear of it accidentally alarming. The next day she called Safetouch to cancel her contract and was told she had 36 hrs from signing the contract to cancel. The contract was signed a week ago. How did she know she wasn't going to be happy with the service until the equipment was installed? She just wants out of the contract. She is willing to pay a penalty. Safetouch response is oh well. Now she is bound for five years with a security system she can't even turn on. Oh an my sister had them put in a system a few months earlier and she specifically asked the salesman about the contract. He said oh it's not a contract, it's just an agreement. You can call and cancel at anytime. BEWARE OF SAFETOUCH. THEY ARE UNETHICAL AND NEED TO BE PUT OUT OF BUSINESS

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11:03 pm EST

SafeTouch Security alarm

My alarm has just gone off for the third time this month for no reason. Apparently there's a faulty connection. This is at least the third time this is happened since I've had your service over the last several years. When I called to get a service technician they tell me it's going to be a week. So I'm supposed to not be able to secure my home for an entire week before I can get service however if I want to buy new system you can send someone right out. Not acceptable having to wait a week for a service tech. I pay for my home to be protected fully every month. Also there's no other way to contact the company besides the same number I just called no way to email the owner or call a different department.

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7:48 am EDT

SafeTouch Security customer service

My name is David Ferguson, and I am complaining on my mother's behalf. My mother's name is Virginia Ferguson, and she has had the security system for a few years. Other than a few minor problems, the system has done fine. The problem is, about 6 weeks ago, my mother called to cancel the service because she was selling the house. She was told that she still had about 11 months left on contract. So she decided to wait until the house sells, and deal with it then. Three weeks ago, we moved out of the house into an apartment. Since moving out we have received several calls saying that the battery was low. A few days ago we received such a call and my mother told them that we were no longer living in the house and not using the alarm, so they could stop calling. They said they would put a note in her file to not call. Then this morning, they called at 4:30 A.M. and woke my mother up. She was so scared and upset that somebody had died or something, that she was actually crying when she told me about it this morning. This upset me very much. I don't know what can be done, but she will resume trying to cancel this contract immediately.

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7:54 am EST

SafeTouch Security Equipment does not work as promised

They brag about their wireless service, and 2 way communication. However, the wireless system never worked. First they said it was because there was a cell tower near by which interrupted the signal. But it took them 6 months to figure that out, and they had to run wires all through the house. Then they said we had an 'outdated' box, and we had to pay to upgrade.
They also say that you can set off your alarm to test it once a month. Then they said you are REQURED to set it off once a month.
When I went to cancel the service after 5 years, they said we had 3 months free, to the contract didn't start until the 4th month.
Out of the 5 years I had the service, I can only say they 'verified' an alarm, once.

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4:07 am EST
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SafeTouch Security Deceptive Business Practices

Awful, awful service. 1) A 60 ft oak tree fell on my house demolishing 3 rooms of my home. The Safetouch installed alarm never went off, not once. They were not aware of any issue until I alerted them to it. 2) System failed within 3 mos of a 3 year pre-paid contract expiring; Safetouch absolutely refused to send a service tech to my residence unless I pre-paid for the service call with a credit card. Period. 3) Call Center Reps are rude and not equipped to handle basic problem solving / service requests. 4) When contacting Safetouch in a good-faith effort to find out HOW to cancel service, they play games with their clients- ie: continually transfer you to a person/dept that is never available, instruct you to leave messages for that person/dept, when that person/dept will never return your calls and/or voice mails where you inquire HOW to cancel your service; instruct you that you can ONLY speak to one particular person regarding cancellation and that person is NEVER available to answer service/contract questions. The as sold "3 year pre-paid" contract turns into a 5 year hostage, forced-agreement as they will not allow you to cancel within their specified terms. They in essence make it impossible for a reasonable person to cancel within their specific terms. **** EVERGREEN CLAUSE *** Very shady business practices. 5) They heavily advertise a 45 second guaranteed response time, but that guarantee is meaningless. Contracts state on the back in fine print “Response time cannot be guaranteed.” In addition the guarantee gets the consumer nothing. There is no remedy for the consumer if this 45 second “guaranteed” response time is not met.

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jim richburg
, US
Jul 15, 2023 7:32 am EDT
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They also have given me the run around I have been with them for 20 years. And for financial reasons I need to cancel my service which is out of contract but they have refused and keep billing me.

I’ll never recommend them again

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6:02 pm EST
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SafeTouch Security contract/cxl fees

The salesman at SafeTouch told us we would have a 3 year contract. We completed our 3 years and when we tried to cancel our service, we were told we had a 5 year contract and there would be a $75 cxl fee if we wanted to cancel. We disputed the $75 cancel fee advising that we completed our contract and were not advised of any cxl fee, therefore we would not pay it. We cxld in August of 2014. It is December and we received a bill for service for the past 4 months. When we called to advise that we cxld, they said since we did not pay the $75 cxl fee, they are continuing our service, even though we personally called and cxld in August. We are now on the West Coast, no SafeTouch out here so transferring the service was not even and option if we so chose to. These people are a bunch of scammers. How is it that so many reviews are left where people think they have a 3 year contract and it ends up being 5? Are they changing the contracts behind our backs? Legally, I would think they cannot continue to charge me for service that we cxld, and the only charge in dispute should be the cxl fee, which we refuse to pay. Please advise.

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JK Heydt
St Augustine, US
Aug 16, 2011 11:19 pm EDT
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DO NOT SIGN with SafeTouch. They trick you into a legal extension of your contract by not notifying you before it's too late. There is no exit clause in the contract. Their service agreement is worthless because anything that can go wrong isn't covered. Very bad people to do business with. STAY AWAY!

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3:01 am EDT
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SafeTouch Security Contract agreement

Sale person reviewed with me option and wrote out different options all clearly showing a contract terms for 3 service agreements. I signed a contract and the installer came and installed the system. The system begin to fail within the first month. Needed an appointment for after hours but they wanted to charge $150. Per hour. Third year came and I called to cancel, rep told me I need to cancel in written form even after providing my secret word. Made many calls to Nicole at Safe Touch security regarding contract but never a call back. Sent bill back with written cancelation, received call back from Georgia area Safe Touch rep who informed me my contract was for 5 years, So appears the sales person falsely represented the terms of the contract. I went back to my folder and found the paper showing the sales person underline 3 year contract. This company falsely change the terms of the contract from the 3 years we talked about to 5 years, MAKE SURE YOU READ THEIR FULL CONTRACT INCLUDING THE FINE PRINT AS THIS COMPANY WILL SCAM YOU.

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Nermil
Orlando, US
Apr 26, 2011 11:05 pm EDT
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Safe touch will do anything to get you to sign a contract, but after that they will not take care of you. They will only warranty their product Mon-Fri 8am-5pm and never fix the issue the first time. Or even the 2nd. In fact safe touch has never fixed my system. All they have are excusses. They do not care that I work.

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EF Orlando
Orlando, US
Dec 11, 2010 2:45 pm EST

My alarm had not been working for over 2 weeks, and Safe Touch has shown no interest in taking care of the problem. They have sold me a service that they cannot deliver. Beware of this company! Their service is non-existent.

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5:46 pm EDT
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SafeTouch Security Customer Service

Had a smoke alarm due to kitchen smoke. After a few moments the monitoring svc called and I explained everything was okay. Later I noted the green ready light on the wall box wasn't lit. I tried to press the reset but the alarm went off again. No smoke remains in the house. I again cleared the alarm with the monitoring lady but asked her to please have service schedule a visit to reset the panel. She informed me she could not do it. She transferred me over to service. I waited and waited and waited till my turn was due and a loud tone came on the line constantly till I hung up. I retried again to call service. I was caller 7. I again called monitoring and told them nobody apparently was answering at service and to please take a service ticket and give it to the service department. No can do. This is a ### way to run any company. I am disgusted with the whole thing. You also should be able to go on line using the Internet and schedule an appointment. I looked for that option, never found a way to do it online. Again, ### way to run a company.

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Kujumoan
, US
Apr 10, 2014 8:21 pm EDT

Safe Touch is a very bad security company do not so business with them even if it is free.

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1:25 pm EDT
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SafeTouch Security Will not refund money

I have been with Safe Touch Security for over 3 years and when I have decided to cancel my service. I was notified that I needed to write a letter (which I did), then when they call back stated I was under some contract (which I had an email from a person in there office - that ended 7 mths prior). Then, when I confirmed that the automated draft was stopped (it was); however they would not refund for the service that was already paid for. (THEY COULDNT EVEN EXPLAIN WHY and made up some bogus RULE). And the service was horrible. Just because I no longer want there service I am being penalized. NOT FAIR!

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SafeTouch Security Contract length and rate increase

We have had terrible service with Safetouch since we got the service. Then our house was not monitored for over a month and they refused to credit us the monthly fee. We were told we were signing a 3 year contract so after the three years I sent a cancellation notice only to be told that I signed a 5 year contract and that I was not allowed to get out of my contract until that time is up. My son set off the alarm last week and they never called. They have a 45 second response time guarantee. Now, they increased the monthly monitoring rates without notifying me. If you are looking into a new security system DO NOT sign up with Safetouch!

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disgruntled customer of safetouch
tallahassee, US
Apr 04, 2013 2:13 pm EDT

I received an email from Safetouch Security stating there was an increase to their monitoring fee. In tiny print on the back of the contract it says that they can increase their monitoring rates if there is an increase in their utility rates or federal fees (i don't have the contract in front of me, but that is the cliff notes version). I called up and asked them to demonstrate the increased federal fees or utilities that were levied upon the and that I would be happy to pay the increased monitoring fee. They have refused to produce any evidence of this and thus, I believe it is unfair for them to increase these fees. I need to review the entire contract to determine what the process is. It is clear the people in their customer service department do not know the first thing about customer service or contracts. They wre incredibly rude and hung up on me when I asked to speak with a supervisor. I noticed there was recently a suit settled with ADT for the same problem. It may be a few dollars a month but it is the principle. I will make sure to calendar my cancellation date and send them the cancellation as prescribed in the contract. They are the worst.

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