SAFE Security

I cancelled my monitoring services on June 24, 2020. I verified that the services were cancelled and A3 withdrew $151.98 for additional three months of services. Every time I called to discuss a refund, I get the run around. The of this request is to get a full refund of $151.98.

NO STARS should be sufficient. This Safe Security was purchased by A3 Safe Homes and neither company will refund my money. The contract ended, I sent in the required letter to terminate due to moving out of the country, so I could NOT take the service with me. When ended, the Safe Security company continued to take 3 months of payments from my bank account. After a continuous request for a refund for the PAST 2 YEARS, no money has ever been issued. I have been told that the money was refunded, the check is in the mail, the check was voided by the ompany, the check was issued on ___ date ( told on 4 different occasions, various dates) and that my account didn't exist.
No customer can speak to the billing department, sometimes referred to as the finance department, because they don't have phones. "Member Experience" can only take information and request a supervisor to review and then a judgement will be made, Member Experience has told me so much false information that the last representative said my password was not correct and couldn't give me any information. In other words, my account no longer exists.
The time that I have spent with these unethical people on the phone is absurd, when a more reputable company could have solved it in one phone call. I now have to resort to the Revdex.com and *** to voice my concern. Don't do business with these undisputed scammers.

I originally purchased a home alarm system from a company (can’t remember the name it was either *** or ***) that has changed hands many times and is now under this A3 company, the original contract was for three years and its way past that since the original sign up had to be over 15 years ago. System is a piece of trash and is not even working right so called a few months telling them to stop sending me new bills and cancel but they don’t seem to listen. I never approved for them to “renew” the contract.

We were approached by sales people on March 16 2016. They were supposedly from *** Home Security. We told them that we had *** and were happy with it. They were persistent and friendly so we allowed them in our home. They stayed forever, interrupting our dinner and our kids bedtime. They made all sorts of promises that they never fulfilled to include cameras both inside and outside of our home, that never arrived either with the exception of a doorbell camera that they never got working because we supposedly had “poor internet”.
They told us we had a month to cancel although the paperwork said three days. They ripped our *** system out of the wall prior to leaving, and by doing so took away the opportunity for us to cancel altogether.
They put in a terrible system that partially fell off the ceiling the evening they put it up. The system fell out of the wall within a couple of weeks leaving us with a gaping hole.
I became very sick after this happened and reached out to them numerous times. I tried to work with them to either fix the system or return our money. I would be in the phone with them forever and nothing was accomplished which was both frustrating and exhausting. I finally decided to just prioritize my attention on getting well.
*** partnered up with Monitronics to monitor the system that was sitting in a box in my garage. They both started debiting our account. That went on for about six months. I made numerous phone calls again and they just pointed fingers at each other and continued to take our money. *** said they only installed the equipment and had nothing to do with the monitoring yet they both took our money. Finally Monitronics backed out and *** was supposedly monitoring our system that continued to sit in a box in the garage.
Through the years we have received probably six letters from various monitoring companies apologizing for no longer monitoring our system as *** failed to pay them for the monitoring. Yet that money for the system sitting in a box in my garage has never ever worked. Everyone and then I get a letter saying that my battery needs to be replaced. Ha ha! Pathetic.
I am better now finally and am contemplating taking this company to court for failure to provide what I paid for and false promises. I have contracts that they fed expressed to me that were never signed. Pretty shoddy workmanship every where you look at it. I am not really sure who I should take to court though as they have all passed the buck around so much, but I have kept all the letters from the various companies.
What ever you do, don’t go to ***, Monitronics, Safe Home or Smart home.. hard to keep up with all of the names:) . Stick with well known larger companies who actually honor their agreements and take pride in their work and their name.

Complaint concerns service to second home in Scottsdale, AZ. Service contract for security services was initiated >5 years ago with *** Protection. *** was sold to *** about a year ago. Since sale to A3, service has been horrible.
Long telephone waits, unknowledgable agents, excessive hold times after connection, etc.
I moved to another home in the Scottsdale area and A3 was unwilling to provide quote for new home. Upon attempting to cancel account with A3, I was told that 30 days notice are required and all monies for contract term are due before cancellation.
I asked for a copy of my contract and as yet this had not been received.
My issues are as follows:
1. I did not contract with A3 as my security provider. Original contract was sold to A3 without my notice or consent.
2. I was never given written notice of an additional 5 yeas renewal once my original 5 year contract ended. A3 rolled over this agreement without consent.

A3 Smart Home, aka Safe Security claims I signed a 3yr. contract in August, 2019 for more $$ than I was paying ($41.11) monthly previously; now being billed $45.44. I would not have as I am a Procurement Specialist for ***. I know better. Besides I am familiar with the competition and was actually considering a different service. Also, I don’t have a copy and can’t get them to send me a copy of the contract. They claim I did not negotiate for the radio, that was ordered at that time, and the ensuing installation (which I most certainly would have had I been involved in negotiations for a new security/alarm contact). As a result, they have been using my monthly payments to pay off the radio and installation since September; and claim I am in the rears for my monthly payment (presently $207.35).

They came out to install the radio in October but discovered they ordered the wrong part. So they re-ordered another radio, which came to my home in November..

They called and left phone messages on my “landline telephone number” that I have repeatedly informed them was only for:
1) if the House Alarm were to engage, then if the phone rang I would answer it. Otherwise, that phone is ignored completely.
2) That landline telephone is only used to receive Spam calls, Political Donation requests, Robo Calls, etc….

I seldom even check the phone messages left on that number! And the reason why I phoned in January is I discovered a couple of messages left by A3 Smart Home aka Safe Security. (This is proof the company either doesn’t care or doesn’t listen.)

January, 2020 Spoke with a representative and informed him that my Master Bathroom had flooded and needed new flooring. I had thrown all that was in the bathroom into the closet so the floor people could install the new flooring. While there they noticed the faucet under my sink was leaking, so I had to gather all the contents of under the sink and dump it too into my closet. The flooring was completed.

Not too long afterward the shoe tree I had in my closet holding about 100 pair collapsed. The box where the Alarm Radio needs to be installed is way up high in my closet and a tall ladder is necessary to get to the box. With all the bathroom contents, the under bathroom cabinet contents and the 100 pair of shoes all at the bottom of my closet, it is impossible to get a ladder in my closet! I told the representative that I will work on getting it cleaned out and let him know. He assured me he would inform those of interest and he was sure everything would be just fine.

February, I got another bill. It was even greater in $$ amount invoiced than the previous month’s. I called and asked to speak with a Supervisor. The Rep I spoke with promised to leave a message. No one returned my call.

March (during COVID19) , I got another bill. It was even greater in $$ amount invoiced. I called and asked to speak with a Supervisor. The Rep I spoke with promised to leave a message. No one returned my call.

April (during COVID19), I got another bill. It was even greater in $$ amount invoiced. I called and asked to speak with a Supervisor. This is when I find out about having signed a 3yr. contract for $45.44 / mo; and,that they’ve been garnishing my monthly payment (which has been a consistent $41.11/mo ) to pay for the part and the installation that still hasn’t completely occurred. When she informed me that she couldn’t /wouldn’t send me a copy of my contract I asked to speak with her Supervisor. And, of course, she informed me that she would leave a message for someone to return my call. No one returned my call.

May (during COVID19), I got another bill. It was even greater in $$ amount invoiced. After much of the same conversation with A3 Safe Home, aka Safe Security, I relented and scheduled an appointment for Monday, May 18th at 9:30 a.m. to have the radio installed. ***, the Contractor hired by A3 Smart Home, insisted his paperwork said 11:30 a.m., but he didn’t get here until 1:00p.m. Couldn’t get alarm to function properly even with A3’s tech support on line for an hour or more. *** wanted to come back on the 19th when manufacturer of system was working so he could install the radio properly based upon their input. A3 Tech Support insists that I need a new keypad. Of note, my keypad was working just fine until now. Wants me to pay a $50.00 trip charge to have *** Sweeney come back out. I refused based on the bogus $207.+ the company is currently charging me (plus accumulating late charges & interest fees) since September, 2019 for both the radio plus installation charges that didn’t get installed until May 18, 2020 and not functionally at that. I have a copy of ***’s paperwork but don’t see a way to attached it here for your convenience.

Everyday since May 18th I have called and asked to speak with a Lead, Manager or Supervisor. Every day the representative I speak with insists he or she’s going to leave word for one of them to call me back. They each ask for a good call back number and a good time to call. No one ever returns my calls.

In the meantime I keep paying my service bill (with possibly no service attached) - who knows!

Today, 5/22/20, spoke with ***, (about 1:00 pm) who also is going to leave a message for a Lead, Manager or Supervisor to call me back.

MY RESEARCH
Parent company is: ***, Nevada & Utah
***, Nevada & Utah | Company Profile, Marketing Contacts, Media Spend, Brands
***, headquartered in San Francisco, CA, serves members located in Northern California, Nevada and Utah. *** membership includes 24 hour roadside service, auto, home, watercraft and life insurance policies, travel information and discounts on travel, entertainment, restaurants and more.
Main Telephone
Primary Address
*** USA

*** - CSAA Insurance Group (Main Office)
***

Executives
*** - Pres. & CEO, ***, Nevada & Utah
*** - Exec. Vice President, Chief Call Center Officer, ***, Nevada & Utah
*** - Chief Member Experience Officer, - Road Service, ***, Nevada & Utah
Clay Creasey - Chief Financial Officer, ***, Nevada & Utah
*** - Chief Marketing Officer, ***, Nevada & Utah
*** - General Counsel & Corporate Secretary, ***, Nevada & Utah
*** - Chief Sales Officer, ***, Nevada & Utah
*** - Chief People Officer, ***, Nevada & Utah
*** - Chief Organizational Readiness Officer, ***, Nevada & Utah
*** - Chief Technology Officer, ***, Nevada & Utah
*** - Chief Innovation Officer, ***, Nevada & Utah

*** - Pres. & CEO, *** Smart Home

A3 Smart Homes Security Systems
***
Safe Security, Inc.
***, CA 94583-5164

CUSTOMER REVIEWS
Consumer Affairs - Safe Security / A3 Smart Home Customer Reviews
https://www.***

Revdex.com - A3 Smart Home Customer Reviews
https://www.

I am a 68 Year old woman who was taken advantage of, I was signed up for an alarm system not knowing originally the term of the agreement. I was missed lead by the company. I have one year left on the agreement, and need this to be canceled immediately.

Have been billed multiple times after the supposed "end" of contract. Each time I call and am able to speak to someone, I get a different story (month-to-month, balance, submit a request for refund, etc.) There is absolutely no accountability or protection for the consumer. Beyond frustrating and have no recourse against this company.

The agent told us we had the option to renew or cancel the security contract at the end of each year by sending a letter to the company. Since other promises were not kept, I sent a registered letter in the required time canceling. It was ignored. I finally was able to talk to a representative who informed me the contract was for 5 years and I would need to continue it or pay a large fee. I've written numerous letters to various officers which have been ignored. My husband and I are in our late 70's and feel we were taken advantage of. The agent quit and changed his phone service shortly after we signed.

SAFE Security refuses to have a technician come to my home to repair defective sensors. These sensors go off for no reason at random times and dispatch police to the point they no longer take the alarm serious. These calls come in routinely waking myself and other emergency contact relatives up at all hours of the night on random days and times. This has been an ongoing issue. I've talked to customer service and traveled 12 hrs to have batteries replaced. The sensors themselves are not functioning. I am still billed, even though they refuse to review and service their products. I was told my contract ends in July and want to cancel their services, since the actual service is not being rendered since the alarm is defective. I don't have an issue with the contract, the issue is my home not being secured appropriately and having a company have the nerve to tell me they don't have a technician in my area when that is a LIE. They have techs walking around getting more business and one that had to come over for the same issue that wasn't completely resolved even then. . I was told last week that a tech would be coming out today (Monday). I had a relative take off from work to accommodate their technician, but was told Monday afternoon they don't have a tech and will not have one to come out. I was told I would have to pay a tech and then ask them to get $75 credit. What a bunch of bs. They could just have a tech come out vs me paying out of pocket and inconvienced with this drama. I am sick with a chronic illness having to deal with the company I pay every month making me stuck with a defective system. I never had this issue with the previous company and I'm pissed that I am still charged when products aren’t working for extended periods of time and when contacting customer service, the representative are unhelpful and unresponsive.

Did not have record of cancellation call. I knew there was a problem when I received a bill for another three months of monitoring. Called again and was put on hold or cut off numerous times. Wait/hold times very long. Bad customer service. Inept people manning the telephones. Agents are reviewed by the number of cancellations they book, so I fell the call I made originally was intentionally “lost”. Do not use this company. We had a lot of trouble with our service over the years and should have cancelled a long time ago!

This is the worst company I have ever dealt with. No ability to cancel unless you pay the remainder of your contract. I was told by a company representative that my security service was NOT transmitting to the company or local authorities for TWO YEARS. No one called me back. I never heard from a Supervisor. I tried to call Cancellation Department and went straight to Voicemail.
Finally spoke to a rude "***" who said that I needed to test my system each month and CALL THEM to make sure it was working. That's absurd. I declined at $35 service visit with potential for $120 to fix my alarm (if it was not deemed their fault). Because I cannot cancel until one month out, I have to continue to pay, and they won't let me cancel EVEN IF I DON'T WANT TO RENEW until everything is paid. They should be reimbursing ME for not having a functioning service for two years.
The Customer Service representatives are terrible. The whole company is just terrible and I cannot imagine they will be in business very long. I think the Revdex.com should shut it down. I think anyone who complains here should amplify it on Social Media.

I took on security service with this company about 3 years ago. I had a system installed in the rental where I lived. In August 2018, the landlord gave 30-days notice as he was selling the rental home. I moved out and no longer have access to the system or to the service. However, 15 months later and they are still billing me for a "monthly moinitoring premium." I have talked to them on the phone and they tell me that I still owe all the monthly money and they don't care that I no longer get the service or have access to the security system. I have never received a copy of the contract and they only thing they made me sign was a handheld small computer type machine with a tiny square inch screen that I could not even read. If there was a contract there, I certainly could not read it nor was I given the option of reading it.

I had to sell my home in May to help pay off debt after my divorce. I did not buy another home but moved in with a friend. So basically I didn’t buy another home to buy because my credit was crap after my divorce and or wasnt renting an apartment. The company would not terminate my contract after I sold my home and told me that I had to pay out the remainder of my contract or convince my friend to put their alarm system in his house. Which he already had another security system and did not want to have Safe Security in his home. I feel I’ve been discriminated against because I had to sell my home to pay bills...just because I was forced to sell my home...I shouldn’t be tied to a contract after the sale of the home. I want this taken off my credit ASAP. Please be warned that this company lacks customer service and compassion. They will keep trying to make you pay for an alarm service for years even if you choose to sell your home. Don’t EVER SIGN A CONTRACT WITH THIS COMPANY. I didn’t plan on selling my home when I signed the contract. It was no longer an option to sell for me. They failed to understand that nor do they have good business principles. All they want is their money and have no common decency toward their customers.

Been a customer with preceding company and now them since 2007. Have called repeatedly and have been told I am on a month to month and can cancel at any time. Phoned today to cancel and was told I was still in a contract. I paid their ransom just to get away from doing business with them. These folks are horrible and it's a shame that they are allowed to continue in business this way.

We signed up for an alarm system with Safe Security out of San Ramon CA. We had problems with the system and did not work. When they sent a tech to fix it, they charged us for a service that never worked. We paid for months since 2017 because they took it out of our account each month. We told them we wanted a tech to come and fix it but they said we would have to pay for it because they had to contract for a private tech service in our area as they did not have tech service here. The first of December I called to cancel the service. They refused to do it because my husband Stephen was not the person trying to cancel. I told them my name was on the debit account and to check that. They refused. I then emailed out bank to stop auto pay. They did for a charge of $31.00. Safe Security then started sending bills. I called them and told them we would pay what we owed but wanted service cancelled. They said the person who can do this at their company would call back. They did not. When another bill was received the end of December for more charges for service and non-payment, I again called and my husband told them we wanted to cancel. They said someone from the cancel department would have to call us to do that. We persisted in requesting they cancel today because we did not have any tech service in our area and had been paying for a service we could not use. A supervisor named Annette finally agreed the account would be closed and the $99.98 amount that was charged to my debit card today would be refunded. Annette stated we would receive a letter confirming our cancellation. To be determined if this happens.

I was having issues with my alarm service with false alarms, trouble signals, so A3 smart home security needed me to sign a new contract for them to send a service tech out to resolve the issues, plus I had to pay $100 towards parts. A3 smart home replaced the alarm panel twice, plus radio for panel and a new battery, they also replaced door contacts for house and garage, batteries for motion detector and garage contacts. and the next day the problems had returned, so the alarm company had the service tech come back out a total of four times. with still no solution, now they want me to spend more
money on a newer panel. right now my alarm service isn't working and the alarm company still want to hold me to a contract.

Your firm was notified, in two separate phone calls that of our wish to cancel the Alarm monitoring service for *** as the home sold April 15, 2019. We were told that despite the sale of the home, and that we no longer resided there that our service could not be cancelled because we had signed an agreement. It was explained to the representative that in fact that was not true. Our purchase in 2012 was for the equipment, with no monitoring contract. We chose specifically not to take any subsidized equipment and paid for that directly so that only the normal monitoring rate would apply. It is clear to me after reading the documents that we signed something otherwise, that despite being very clear about what we wanted, we were presented something to sign that was counter to that. During both of these calls the representative was told that SAFE was not authorized to automatically charge the payment method on file any longer. Despite this, that method was charged in May, and attempted in June again. The representative response to the need for cancellation was that “we could transfer the service”. The $500 of equipment we’d paid for was to my knowledge not removable, additionally the residence we moved to is not our own- precluding the installation of an alarm. The representative was adamant the “Contract” could not be cancelled. As a reminder, in the six plus years SAFE monitored our home it earned approximately $2600.00, or nearly 5.5 times the $500 we paid up front.

Additionally we sent mailed notices on April 21st, 2019 and then registered mail on August 1st, 2019 requesting that you review this matter, and received no response from your firm.

I ask that you terminate service immediately, and refund the monies you were not authorized too in May.

I have been with Safe Security for over 6 years and now I moved homes and tried to cancel my service, which we found out there was an auto renewal clause in the contract. We have 7 months left and they are trying to force us to pay the remaining balance, even though they provided none of the original equipment for my home. All they have ever done was provide service, so there would be no loss on their part, and I just keep getting poor service when I call in. Supervisor will not call us back and this has been the worst experience I have ever received as far as customer service. You would think that after 6 years of loyalty to them, they would treat me better when I want to cancel, but they have been horrible and have had no compassion! I WILL NEVER RECOMMEND THIS COMPANY TO ANYONE! WORST CUSTOMER SERVICE EVER! AND I DEAL WITH VENDORS ALL DAY INCLUDING AT&T!

We have been a customer of Safe Security for over 20 years. We decided we no longer need the house alarm and emailed to cancel mid-summer. We were informed in an immediate email to call, so we did and received a voicemail. We left a voicemail informing them we want to cancel. We never heard back. We called again and my wife was treated very poorly from a customer service rep who refused to help and refused to get a supervisor for her. I called and was transferred to a voicemail. I left a voicemail informing them we need to cancel and we do not owe them $223.36 ($106.68 of which is for the future billing of Nov 2019-Jan 2020). Please help us and haven them cancel acct# *** and zero out the account. We have been excellent customers and do not deserve this treatment.