Complaints

This profile includes complaints for SafeTouch Security's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

SafeTouch Security has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  SafeTouch Security

  2425 Mahan Dr Ste B Tallahassee, FL 32308-2301

• 

  SafeTouch Security

  9600 Sunbeam Center Dr Jacksonville, FL 32257-1101

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.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I experienced excellent service when I worked with Safetouch Security while they were actively servicing my residence. Then, I moved away. We called and tried to cancel service and talked about how I had signed a three-year contract that would end in the summer. Since I was moving to a different state, there was no way for me to transfer or continue using the security services. I waited for the contract to pay out. I never received notice that they were renewing my contract or that it was time to talk about continuing service. Instead, they continued charging my account for an additional 7 months. Not knowing when the services were to end originally (as I wasn't the one to make the original call, though my card was on file), I was waiting for it to finally be paid off in monthly installments. In January, I finally called to see why they were still charging me after they hadn't serviced the residence since May. They said the closing representatives were busy and said they would call me back. I never received a call back. I called again the following week. I was sent to voicemail because of a busy line and was again promised a call back which I never received. Then I was charged for the month of January. I called again and finally received instructions on how to cancel the charges without any offer to revoke the undue charges this month or for prior months.

  Business Response

  Date: 01/21/2025

  We did speak to the customer back in February 2024 regarding this. We advised them of their options at that time and did not hear back from them until this month. We did not receive any final notice to close the account so the account stayed open. We do send notification of renewal via email. We apologize that no one got back to them sooner regarding their contact this month and will refund them the amount drafted for this month only. 

  Customer Answer

  Date: 01/21/2025

  [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:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have been a customer since 2014 when ********************** installed my existing alarm. Over the past year I have had problems with my system flipping errors when there was none and needing then to bypass zones. Recently service has come out 10/17, 11/6,11/18,11/21 and now again on 12/6 for the EXACT same issue (which requires someone taking off work and being home). Each time the service *** indicates "this is an old system" and we have trouble with it in terms of parts and service. SO if that is the case and this is YOUR system, ***lace it. I pay a monthly bill for an alarm that is unreliable and I cannot travel and arm it for fear it will be set off. This is not what an alarm service company is supposed to do since it is their system!

  Business Response

  Date: 12/09/2024

  To ensure these issues do not continue with the system, we would like to replace and upgrade the customer to a new system with new wireless sensors while using some of the current hardwired equipment. We will cover this upgrade at no cost and no additional monthly payment with the signing of a new agreement term.

  Customer Answer

  Date: 12/09/2024

  I am in agreement with replacement but when is this going to occur...when are they going to contact me on this because there has been none and nothing is scheduled.

  Business Response

  Date: 12/10/2024

  We have spoken to the customer and have them scheduled for installation on Friday morning.

  Customer Answer

  Date: 12/11/2024

  [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:07/31/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have been with Safe Touch Security for over 17 years. In an effort to cut my expenses and in view of my upcoming retirement, I recently began searching for a less expensive ******** ****** (with cameras), due to the possibility of theft or criminal activity in my residential area. Although I had unknowingly signed a contract with Safe Touch Security for an internet upgrade in my current system only a year earlier (with 4 years left on the contract) I found that ****** ******** ****** offered a much better plan at a much-reduced price. On July 5, 2024, I phoned Safe Touch Security to ask if there was any problem or requirement for me to cancel my service with Safe Touch. I was informed my call was being recorded. The ** representative could not answer my inquiry, so I was transferred to another ** agent. This agent informed me there would be no problem, and if I decided on another company, I would only need to notify Safe Touch of my decision. I proceeded with my intent to find another less expensive service. On Monday, July 8, 2024, I phoned Safe Touch Security to inform them of my decision to discontinue my service. I was transferred to the Corporate Office and I was informed by a person named ****, that I could cancel my service with Safe Touch, but I had 4 years left on my contract and would therefore be required to pay the entire amount due (approx.. $2400). I told **** I had called on July 5, 2024 and that I was also informed the call was recorded. I felt sure the company could retrieve my call to verify the truth of my statement. **** told me that it did not matter what I was told --- I would be held to the contract. I feel this is unjust and I would appreciate anything the Better Business Bureau could do to help me in this matter **** ***** **** **** **. (* * *** ***) *********** ** ***** Cell: ************

  Business Response

  Date: 07/31/2024

  We do not have record of telling the customer he could cancel without payment or penalty. He did sign a new agreement for a minimum term of 5 years which he agreed to have service for that whole amount of time. Because he was with us for some time before that, we will reduce the amount to close the account to $250.00. We can also reduce his term from 5 years to 3 and he can carry out the remaining reduced term instead.

  Customer Answer

  Date: 07/31/2024

  [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. I agree to pay the $250.00 and the account will be closed. Please advise as to where I should send the payment and please send me a confirmation once the payment is received and the account closed.

  Regards,

  **** *****

   

• Initial Complaint

  Date:07/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had been customers for roughly 8 years. During that time we have transferred services and renewed contracts with them because we wanted security systems for our homes. My family recently relocated out of state for a new job, they did not provide services where we moved to. When I called to notify them that we would be canceling our service they wanted to hold me to the remaining balance of the contract which was over $1200. After debating with them over the fact that we were moving out of state where they could not provide the services they reduced it to $250 which proves its a money grab. Overall their contracts and transfer services are predatory to consumers. They are not in the business of security, they are in the business of holding their customers feet to the fire with their contracts that are for 5 YEARS so they can collect money without providing a service. This is not just a complaint for myself, it is for the current and future customers who they will use these predatory business practices on.

  Business Response

  Date: 07/08/2024

  In April of 2022 the customer signed an agreement which stipulated that they would have services for a minimum of 5 years. It states in the agreement that moving does not release them from this responsibility. Since they are moving to an area we do not cover, we lowered the amount they would owe as a courtesy to them. They agreed to this and paid the amount to have the account closed. If this were just a "money grab" we would hold them to the original amount they agreed to pay us when they signed the agreement. We will not refund the customer the $250 they already paid to close the account.

  Customer Answer

  Date: 07/15/2024

  Safetouch response

  In April of 2022 the customer signed an agreement which stipulated that they would have services for a minimum of 5 years. It states in the agreement that moving does not release them from this responsibility. Since they are moving to an area we do not cover, we lowered the amount they would owe as a courtesy to them. They agreed to this and paid the amount to have the account closed. If this were just a "money grab" we would hold them to the original amount they agreed to pay us when they signed the agreement. We will not refund the customer the $250 they already paid to close the account.

  This response clearly proves my point.  There is no mention of striving to provide the best service possible or any effort of understanding their customers situations.  They only care about the contract and holding the consumer to the terms regardless if they are providing a service or not.  They utilize predatory contracts which gives the consumer NO LEGAL OUTS and force them to pay or send them to collections.  They should be investigated under the consumer protection laws.      

  Business Response

  Date: 07/16/2024

  The agreement the customer signed in April of 2022 states that the customer read and understands all terms of the agreement. The agreement also outlines the 3 day right of rescission which gives them the opportunity and time to read and understand all terms. At no point during this period did they have any issues with the agreement. They agreed to be responsible for the monthly payment for the entirety of the term, ***** for 60 months. We reserved full right to hold them responsible for the entire amount they agreed upon. We reduced the amount by around $1500 for them to exit the agreement. That is far from not giving any options. They already accepted this resolution on 6/27/24, made the payment, and had the account closed. 

• Initial Complaint

  Date:10/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I called to cancel my services with Safetouch because I found a better company for my needs. When I canceled he stated I would pay a termination fee but I have not renewed my contract since 2014 when I first installed my services. I had a technician to come out December ************************************************************************************* a termination fee as I have a contract through Dec **** which I never agreed to. Im refusing to pay for a termination fee that should not be applied to me.

  Business Response

  Date: 10/23/2023

  In December of 2022, the customer needed a communication upgrade to their system due to ********* 3G network sunset. The customer was given the option of paying for the upgrade, or signing a new 3 year agreement term to receive it at no charge. The customer chose to sign for a new term which is why they are still under agreement until December of ****.

• Initial Complaint

  Date:10/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I entered into a contract with Safetouch security, which was due to expire in June 2023. I continued to pay for the service for approximately 2 years after I moved from the address and didn't use it any more. Prior to the contract end date I contacted Safetouch by phone to find out how to cancel my service. I was told I should send a cancellation request email to ************************************ with the service address and phone number associated with the account. I sent the email on May 18, 2023, however I noticed that they continued to charge me (my account was on autopay). I contacted them again by phone and was told to send another email, which I did on August 15, 2023. I continued to get charged and contacted them again on October 9. I forwarded the previous emails to a customer service rep as requested because they told me that they never received them. I spoke with them again after that and was told that they could not see their email address that was on the header to confirm if it was correct! I was told they can not credit my account for the monthly charges for ***** July, August and September but that they would finally cancel my service and stop debiting me. The only consolation they offered was to offer a credit if I purchased a new security system/service with them! Even after paying for a service I was not using for 2 years they refused to cancel my service when I followed their instructions on how to cancel, then continued to charge me for an additional 4 months of service totaling $240.81. They also now were saying that the cancellation should have been by certified mail. If I had been told that in May, that's what I would have done. I'm not asking for a credit for all the months I paid for not using the service. All I am asking for is a credit for the money I should not have had to continue paying after I cancelled service.

  Business Response

  Date: 10/20/2023

  We apologize the for inconvenience. Given the situation we refund the customer for the four invoices totaling $240.81.

  Business Response

  Date: 10/20/2023

  We need the customers address in order to send a check, as we are unable to refund directly to the card given the timeframe.

  Customer Answer

  Date: 10/20/2023

  Safetouch contacted me by phone and they indicated that they would compromise and send a refund.  

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The product and services never properly worked as described. The service was “off-line”, hardware and software were not working correctly for most of the tenure I had the system connected. In a span of 5 months, I contacted SafeTouch over 15 times to discuss the issues with my service. I was told repeatedly that “****” the Branch Manager and the Billing Supervisor was going to work with me. **** never returned any of the calls nor did anyone from Billing. In addition, I wrote to the CEO of SafeTouch and never received a response. Received a collection notice for $4,688.71 without any explanation from SafeTouch.

  Business Response

  Date: 06/08/2023

  On December 9th 2022 the customer signed an agreement to have services for a minimum of 5 years. On December 12th the system was installed. The customer did contact us regarding issues with the system which we assisted him with and scheduled a technician to evaluate and make repairs accordingly, which was completed on 1/20/23.
  The customer did express that he was having issues with the system, which can happen. This is why we have a warranty and will schedule technicians to make necessary repairs at no extra charge.

  In this time the customer informed us that he would be moving and wanted us to come remove the system from the home so we could install it in the new home. The customer selling the home does not release him from the agreement. The system was removed on 1/30/23 at the customer’s request.

  We gave the customer the option to transfer the service and sent him the forms to complete, which he did not do.

  **** our operations manager did speak with the customer multiple times regarding the service and removal of the system.

  We sent the customer a crease monitoring form twice for him to complete which states that we will credit any payments made while the system was uninstalled toward the service at the new home. He did not complete these forms.

  We called the customer multiple times regarding his past due amount.

  The customer stopped making payments which is why the whole agreement amount was placed in collections. We never advised the customer that he would be released from the agreement. We could not address any system issues further because it was taken out of the home at the customer’s request.

  The customer now has two options:

  1. We can reinstall the equipment at the new home with the payment of $131.61 which is the past due amount, plus $125.00 for the installation of the equipment. (Total of $256.61). The customer must have all the equipment that we uninstalled. No new equipment will be provided at no cost. We are also waiving a standard reinstatement fee of $150.00 given the issues the customer had.
  2. To try to reach a resolution we will reduce the term of the agreement from 5 years to 3 years which reduces the amount the customer owes by $2178.80 if he does not wish to reinstate the service. This brings the total to $2509.91.

  Customer Answer

  Date: 06/14/2023

  Good evening,
  As promised, below please find my rebuttal to be uploaded to my file.  
  thanks
  ****** *******
  Though I do appreciate SafeTouch responding in a timely manner, I sincerely believe that certain “key” elements were omitted or missing.  Please allow me to furnish my clarification via the following bullet points.
  •         The salesperson; ***** never disclosed that it was a 5-year contract.  I do admit, I did not read the fine print of that page of contract, but not pointing that fact out, in my opinion, is somewhat unethical.
  •         In the body of the response, it states “having issues”.  That is a catastrophic understatement.  The system (I.e. software and/or hardware) never performed as promised. The service/product was offline, broken and mis-calibrated.  What I received was not as promised by the salesperson *****.  He assured me “peace of mind” when I purchased the service.  What I did get was aggravation and concern.
  •         I called SafeTouch in good faith 15 times to get the problem sorted out.  If SafeTouch sold cars, I would have invoked the Lemon Law.
  o   Please note the dates that I, in good faith, tried to resolve this situation.  Please note these dates and times were not conjured out of thin air.  I will be more than happy to share my phone records
  •         12/09/2022
  •         12/18/2022
  •         01/15/2023
  •         01/17/2023
  •         01/18/2023
  •         01/19/2023 (three times on the 19th)
  •         1/27/2023
  •         1/30/2023 (three times on 30th)
  •         3/13/2023
  •         04/07/2023
  •         05/02/2023
  •         Not once but twice a SafeTouch technician suggested/informed me that the problem I was having “might” have something to do with my internet connection and I “might” always have this problem. Please allow me to reiterate something, I was told that twice.
  •         Repeatedly during my many phone calls to SafeTouch, I asked to speak with “****” (Branch Manager) but was always told that he was unavailable but would return my call(s) at his earliest convenience. Except for one time he inadvertently answered the phone when I was placed on hold. Once he realized it was me, he informed me that he was going to research the matter to see what could be done and quickly ended the call. He never called back.
  •         I sent *** ****** ******* an email explaining the situation but never received any response, either from Mr. ******* or from anyone on his Management Staff. 
  •         Throughout the response it states that I was contacted “multiple times about my past due balance.  I only remember being contacted once.  When I was contacted, I asked to speak to the Billing Supervisor.  I was informed she was not in the office and she will get back in touch with me.  I am still awaiting that return call.
  o   Please provide me with the following documents so I can compare those dates and times with my phone records.
  ?  A complete listing of dates, time and employee of any and all phone conversations initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  ?  Copies of any and all emails or text messages initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  ?  Copies of any written correspondence mailed to me initiated by SafeTouch to discuss my account to include but not limited to debt collection efforts on past-due balances.
  •         As of this date, I cannot put my hands on the Cease Monitoring Form which I executed as instructed.  From the time I sent the form until present I moved twice and I have not finished unpacking all of the boxes.
  In closing, I am a retired businessman and I will take responsibility for failing to read the fine print and not being able to produce the Cease Monitoring Form as of today, but not at a cost of $2,178.80.  I am willing to return all hardware back to SafeTouch so they can be used for parts or replacement.  In addition, as a good faith gesture, I will pay SafeTouch all monitoring fees owed from March through June (4 months x $74.85/month) totaling $299.40.
  

  
  

  Business Response

  Date: 06/22/2023

  We do agree that there were issues with the customer’s equipment, but we did send a tech out to resolve these issues. We understand the frustration regarding the multiple calls and apologize for that, but the issues were addressed ****** not as timely as either of us would have liked.
  After we sent a tech to repair the issues it was confirmed that the system was functioning properly by the technician. The customer only had the system for 11 days after that because we removed it at his request because he was moving. We are not in business to leave people unhappy with equipment that does not function properly. We did not just leave the customer with service that did not work.
  We understand the customer has had issues and as courtesy in acknowledgement of the issues the customer experienced, we offered a reduction of what the customer owes by $2178.80 to $2509.91 by reducing the term from 5 years to 3 years.
  Section 8.2 on page 10 of the agreement states that the customer has read and understands all of the agreement. The customer signed up for a minimum term of 5 years.
  We do not provide internal communication records.

  Customer Answer

  Date: 06/23/2023

  [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:

  Regards,

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

• Initial Complaint

  Date:06/05/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  A Safetouch salesman came to my home to sell me an alarm system. I explained I was only interested in the chimes from the doors and windows, and siren. I didn't necessarily need the monitoring. Unfortunately, he explained to me that I had to pay for the 3 year contract first. Once my contract was up, the equipment would be mine, and operate the way I needed, just without monitoring. The contract did not state this, but the salesman assured me - it would work as a siren and chimes only after. Fast forward 3 years. My contract is up, Safetouch called me and said the unit will no longer allow me to arm, and will no longer chime or beep from doors and windows. They would not provide me the code to unlock the panel. In order for that to work, I would need an active contract!!!!!! Salesman at the time of purchase who P R O M I S E D us it would work normally after the contract was: **** ****** from the ************ office of SafeTouch. I called the salesman, and of course he denies this completely. We SPECIFICALLY stated we did not want a system that would not work without monitoring, and we were assured this system would. We specifically discussed the 'post-contract' functionality of the system multiple times before we purchased and we were GUARANTEED function. HORRIBLE HORRIBLE business practice from Safetouch. I emailed as many email addresses I could at Safetouch, no response. I sent them a message on social media last week, and got a canned response of "we will escalate to management". 3 years of paying $42.75/mo, and I now have a worthless system installed in my house.

  Business Response

  Date: 06/07/2023

  We apologize for any miscommunication regarding the expectations of the equipment at the time of sale. We will not be providing a refund, however we have a technician scheduled go out to setup the system to still be used, but not monitored.

  Customer Answer

  Date: 06/07/2023

  [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. This is all I wanted from the beginning. After speaking with Safetouch (after the BBB complaint was filed), they agreed to this solution.

  Regards,

  *** ******

   

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was told the agreement was for 2 years. I verified multiple times because I don’t like long term contracts. When I called 2 years later to cancel services I was told it was for 5 not 2. I would never have signed a 5 year agreement I do t even do it for my cars. Their sales man told me what I wanted to hear and put us down for 5 years ( that’s how he makes his money). I called to cancel and was told I have to pay off $1400. The service rarely worked and they blame it on my internet. That’s why I wanted to cancel. I have my internet company come out and they said it working great and even changed out the cable based on my insistence. And no change. They did the old bate and switch. It’s bad business.

  Business Response

  Date: 03/24/2023

  We cannot go by what is said at the time of sale which is why we have an agreement with the terms in writing and signed. Section 5.1 of the attached agreement states that it will be for a period of 5 years and section 8.2 states that the customer has read and understands all of the agreement. We cannot make any changes to any of the terms when the agreement is in the process of being signed by the customer. The terms were in writing and clear. The customer also had a 3 day period after signing to read all of the terms and would be able to cancel without penalty during that time if they found any terms which they did not want to agree to.

  We apologize if there was any miscommunication regarding the terms of the agreement and to attempt to reach a resolution, we will reduce the term to 3 years, roughly cutting the remaining financial responsibility of the customer in half. If they choose to close the account, we can do so with a buyout of $700.

  We also see that the customer is requesting to cancel because of equipment issues. The customer has a warranty on their equipment and we would be happy to come make any necessary warranty repairs to have the equipment up and running properly at no charge. 

  The customer did sign and agree to have services for a set amount of time, so we will not be closing the account at no charge at this time. 

  
  

• Initial Complaint

  Date:02/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I bought a house that had a Safe touch security system, and their sales rep told me the only way to stop the prior owner from monitoring cameras in my own house was to get monitoring myself, So I did. Then, a year later I sold the house, and now they refuse to cancel monitoring, and are hitting me with a $59.95 monthly monitoring, for monitoring that they are not doing. I don't even have any equipment for them to monitor! I never bought any equipment from them, and have no equipment to return or sell. They are charging me for monitoring, and they are not monitoring. I simply want to cancel a worthless service they are NOT PROVIDING!

  Business Response

  Date: 02/21/2023

  In order for any camera to be remotely monitored they would have to be connected to a power source and configured to a specific internet connection. If there was any concern with previous homeowners monitoring the cameras, the customer could simply unplug the camera.
  
  Aside from any of that, the customer signed an agreement on 11/2/21 to have our service and be responsible for the payments of that service for a minimum of 3 years regardless of if they move. The customer can transfer their services as well, which we have previously advised. The customer also signed a cease monitoring form on 1/31/23 which very clearly states that they will still be responsible for these payments regardless of there being no active monitoring. Attached is the cease monitoring form as well as the security services agreement. The customer signed these forms agreeing to be responsible for the payments, so we will not be releasing them from the agreement.

  Business Response

  Date: 02/23/2023

  Attached are the documents previously mentioned.

  Customer Answer

  Date: 02/24/2023

  [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:

  The business reached out to me, and explained the options I have, and presented a resolution I found acceptable. thank you. 

  Regards,

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