SafeTouch Security
Reviews and Complaints

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

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!

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

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.

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.

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!

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

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

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.

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.

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.

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.

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.

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.

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!

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!