Safe Home Security

For the past three years, I've been persistently working to resolve an ongoing issue with the SHS team. The initial installation had its share of challenges, particularly with getting the outdoor cameras online. Fortunately, these issues arose while the equipment was still under warranty, and replacements were promptly ordered.

However, the situation took a frustrating turn when the wrong cameras were sent to technician several months later. Despite assurances, the problem persisted, and it has now been two years of continuous efforts to get the service working properly. Regrettably, the faulty equipment and lack of adequate service have rendered the service completely unusable. This situation is a clear breach of our agreement, and throughout 2023, I have been tirelessly working to cancel the service due to this contractual violation. It has been an incredibly challenging experience to say the least.

I was a customer from 2008 until 10/28/20. I requested my service to be cancelled due to a broken alarm. My alarm stopped working for several days and I could not get a technician to come out to service it. After several calls to the Safe Home Security I spoke to Customer Service on October 26 again on October 27 prior to canceling my service because no one ever called me back. I sent an email stating that I am canceling my service and I refuse to make any more payments because my service was not being monitored. As of today Safe Home Security is running my credit stating that I owe them money for service. I clearly canceled my service and they chose not to honor my request. Do no do business with these people they are Crooks.

I had a service set up with Safe Home Security November 20th 2020
Upon my installation I had several concerns. I call [protected] I was always told I would receive a call back and most of the time no one will call back. They were always willing to sell me more service. I have not received service on what, I 'm already paying for and never had any type of monitoring.
Who do I contact on sending back my Ring equipment. I have to get me a company, I can work with locally.

In June of 2019 my husband was contacted about winning a home security camera. I was not interested in the program but he invited the salesperson for an Arlo Home Security camera to come to our home. I was busy at the time and did not sit in on the conversation about how the system worked. My husband informed me that the salesperson told him the original system which came with the camera was not sufficient enough and that they would need to install a different home security system along with it but were not informed as to the name of the company who handled the other security system. After the sales person finished discussing the program with my husband I was asked to sign a contract. I told him I was not interested in it but was informed that since I was the actual homeowner that I was required to sign it. The sales person explained that we had six months free and then there would be a small billing charge of around $40 a month for two years. I told the salesperson I could not afford it but he insisted I was to sign the contract so that my husband could set up the security system. He left with the contract and said he would be back with a yard sign and a copy of the contract. He never returned. In December of 2019 I received a bill from some company called Safe Home Security. I didn't know who the company was and was not familiar with them. Upon calling them I was informed that it was the security system contract I signed. I was informed that we would be paying on it for two years until June 2021 and they could set up automatic payments to be billed to my credit card. I went ahead and gave them my credit card information and they were to charge the card the 17th of each month. In May of 2020 the payment did not charge to my credit card until the 26th. In August there was no charge that showed up, possibly because the card declined at the time but another charge showed up on Sept. 2, 2020. I received a bill dated Oct 4, 2020 for $61.99 around the 10th of the month with a due date of Oct. 18th. I sent a Bill Payment to the company to the address indicated on the Bill as to where to make checks payable to Safe Home Security, Inc. 8278 Innovation Way Chicago, IL [protected] on Oct. 13th with an expected delivery date of October 20th. As of October 27th the Bill Pay check had not been cashed. In the meantime, I received another bill dated Oct. 18th for $106.98. I called the company on October 27th, 2020 to inquire about what was going on with the billing and why they were sending me bills in the mail instead of charging my card. They indicated they submitted a charge to my card on Sept. 20th that was rejected. I inquired as to why they submitted a charge on the 20th when they had charged the card on Sept. 2nd. I also asked them why they had not cashed the check yet and they asked me where it was mailed to giving me two other addresses that were not listed on the bill. They said the address on the bill is a lock box that they don't check. I explained to them that if they charged the card at the same time each month I would make sure there were sufficient funds to cover the charge. They agreed to a one time payment of $41.99 on Oct. 27th, 2020 and that monthly charges would then begin again on Nov. 17th, 2020 for $41.99. Before the call ended I asked about how much longer we have to pay on it. I was informed December of 2022. They then informed me it was a 3 year contract, not a two year contract as originally stated by the salesperson and the first billing representative I spoke to in December 2019. I asked them why December of 2022, even at 3 years that would be until June of 2022. The explanation was that the first 6 months which were "free" were deferred and the contract for payments actually started as of December 2019.

This company has violated fair trade practices by forcing me into a contract I did not want and told them up front I could not afford. They have not been consistent on the billing date of the charges and then have sent late notices (all of which have been paid). They have my husband's email address because he has received a recent email from them, but they never reached out for the months there was a billing issue except to send a late notice instead of notifying us with payment reminders or when the method of payment declines so we can remedy the matter immediately. They have verbally changed the terms as far as the length of the contract with informing me ahead of time and they never returned to finish setting up the full system or to provide the details of the contract that I was forced to sign.

We have been paying for a system that doesn't work, that we don't use (except for the camera) and that we really didn't need along with the camera system. As the home owner, stating that I was not interested and could not afford it, should not have been forced into signing the contract and that the contract should have been signed with my husband who was the one who inquired about the system. He is just as responsible for making decisions concerning home matters as I am and had full authority to do something in his name for something he thought might be beneficial to us. We should not continue to be charged for a system that doesn't work and the fact that the salesperson never gave us a copy of the signed contract is unscrupulous.

I have been a customer with Safe Home Security for over 21 years. Due to my recent financial changes I can no longer afford a security system. I talked with representatives from SHS both in January and March of 2020. Both times they checked my account and said all I needed to do is send a termination letter.
I did this and completely disconnected the security system from my home. Then the bills and alert calls kept coming. I talked to several people and after 4 weeks they found a electronically signed contract that i had no record of. The said I still had 3 years of a 6 YEAR contract to complete. When I retold the previous conversations with their reps they didn't care. Or care that I was a loyal customer for over 21 YEARS! I was sent to collections!
I am exhausted and frustrated.
Cindy Struthers
Hampden, MA

I have tried to cancel my account with Safe Home Security for years now. I was in the Army and due to a PCS move, I requested that my service be cancelled back in 2017. After trying to cancel my service I stopped the drafting from my checking account and I was refunded by Safe Home Security for the months they received after my cancellation. My bill was also put on my credit report so I disputed it and it was taken off of my report for eronous charges. After a year or so I started receiving text messages from Safe Home Security stating that I owed them for service, so I tried calling to get the situation resolved, with no response to my constant messages. I then notice that I had a dramatic drop in my credit score but only with Transunion. I called and emailed Safe Home Security daily and I sent them the information they requested which was another request to cancel my services and also a copy of my DD214 and was told that it should resolve the issue. well of course they would not email me back or call me back after calling and asking for the supervisor of the person I had sent my information to, so after calling her for a while, I finally talked to her and she told me that she would have it taken care of, but of course that did not happen so I asked for her manager and he never responded. I disputed the charges again through Transunion and all charges was taken off my credit report. Well, I thought that was the end, but a few days ago I received a bill for $1051.22 which is totally ridicolas. How can I get rid of these people with these outrageous charges. I have never dealt with a company like this before. I don't even own the home and according to the Service Member Civil Relief Act, Safe home Security cannot bind me in a contract because I was on active duty. See attachments. Please Help me get this bill resolved.