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Business Profile

Security System Monitors

Safe Touch Security

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Security System Monitors.

Complaints

This profile includes complaints for Safe Touch Security's headquarters and its corporate-owned locations. To view all corporate locations, see

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Safe Touch Security has 2 locations, listed below.

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    • Safe Touch Security

      2515 Reid Street Palatka, FL 32177

    • Safe Touch Security

      9600 Sunbeam Center Dr. Jacksonville, FL 32257

    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/11/2024

      Type:Order Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Original contract with Safetouch Security expired in summer 2023. Safetouch convinced me to extend the contract for another 3 years for a $5.00 discount on the monthly monitoring for a savings of $180 over the 36 month contract. I called to terminate service and spoke to a gentleman, ****, who informed me that the cancellation would be $250.00. This cancellation amount is $70 more than the savings on a 3-year contract. I am moving out of state and wish to cancel the service. I ask why the termination is $70 more than the potential savings over a 3 year period and **** explained that this cancellation fee is standard.

      Business Response

      Date: 07/11/2024

      in 2023 the customer signed an agreement to have services for a minimum of an additional 36 months and in exchange, we lowered their monthly amount by $5.00. The customer is now cancelling early, not fulfilling their part of this agreement. We reserve the right to charge the customer $1155.52 for the remaining portion of their agreement to close it early, but since they are moving out of our service area, we are only charging them $250.00 as a courtesy.

      Customer Answer

      Date: 07/12/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

      Regards,

      ***********************

       

    • Initial Complaint

      Date:10/17/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Safe Touch, I’m in receipt of your billing requests for September and October 2022. Please see the attached request for cancellation that was sent in June 2022. Safe Touch continues to bill me to this day, despite my cancellation request nearly four months ago. I also had a conversation with a customer service representative on August 23, 2022 and asked about the status of my cancellation (this was an inbound call regarding switching to a new system). The representative advised she would have someone call me the next day. I did receive a call the next day, but when I answered the party disconnected the call. I was not ever able to reach anyone else again. I am requesting that you cancel my service, effective June 20, 2022 when I requested it, or as near to that date as possible, depending upon your process for cancellations. I would like a return of the automatic payments billed in July and August, considering I sent my request in writing and it was disregarded for months. I would also like the attached billing to be cleared, as I sent a request for cancellation nearly 4 months ago. If you have any questions, please contact me at the phone number or email in the letterhead above. I have copied the Better Business Bureau, because frankly, I have doubts that this letter will be responded to either. Sincerely, ******* *******

      Business Response

      Date: 10/18/2022

      We have since reached out to the customer. We are refunding the 2 payments that drafted since she requested the account to be closed, will clear the remaining balance, and close the account.

      Customer Answer

      Date: 10/20/2022

       

       

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

       Complaint: ********

      I am rejecting this response because: I have not yet seen the July and August refunds. I'm not necessarily rejecting per se, I know it might take a few days for the refund to show. But I'd like to keep this open until I have confirmation that they returned the money to me. Thanks for your help!

      Regards,

      ******* ******

    Safe Touch Security is NOT a BBB Accredited Business.

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