Security Systems Consultants
Safe Security, Inc. (Previous Ownership)Headquarters
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Complaint Details
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Initial Complaint
04/04/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
See uploaded pdf file for details.Date of Service: 10/26/2023 Date of payment to collection agency: 3/29/2024 for the amount of $126.32 chk # ****Business response
04/09/2024
Date: April 9th, 2024
*************************
201 *************
********, ** 94506
Re: *************************** Customer # *******
Contract terms: Signed 08/2020, auto renewal for successive 1 month (Renewal Term) unless canceled with communication no less than 10 days prior to the end of contract term.
We have reviewed your response and the following has been determined:
We would like to thank you for providing us with a detailed document and have concluded that due to not being able to solve the equipment issue during the technician visit, we will be ************ a refund of $125.00 to be sent via mail to the address listed above.
Thank you,
AAA Smart HomeCustomer response
04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer response
05/06/2024
From: ********************* <*********************>
Sent: Monday, May 6, 2024 10:42 AM
To: info <************************************>
Cc: *********************; ********************* <******************>
Subject: complaint #********Dear Sir or Madam:
On April 10, 2024, I received a communication that indicated that AAASmartHome would send a check for $125 to settle our complaint (#********) since they determined that the technician did not fix our problem.
I accepted their offer of $125 to settle the complaint, but as of 5/5/2024 I have not received the payment from AAASmartHome.
Do you have any advice on what to do next?
Sincerely,
*************************
*******************************************
************ (Mobile)
Business response
05/07/2024
Date: May 7th, 2024
***************************
201 Fieldcrest Ct
******************
Re: *************************** Customer # *******
Contract terms: Signed 08/2020, auto renewal for successive 1 month (Renewal Term) unless canceled with communication no less than 10 days prior to the end of contract term.
We have reviewed your response and would like to follow up:
We apologize for any delays in the receipt of your refund check. These refunds may take several weeks to be processed and mailed to our Members. If you would like to verify the status of your refund at any point, you may call AAA Smart Home at ************ and provide the case number ****** for the status of the refund request. According to our records, this refund is still being processed.
Thank you,
AAA Smart HomeCustomer response
05/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In January 2024, I ordered two gate remotes for a property that I own and I was sent two remotes that did not work. I paid $100.00 for each of these remotes. I contacted A3 Smart Home, to receive replacement remotes and they shipped the remotes via ****** ***** attempted to make deliveries when I was not at home, so ***** shipped to remotes back to A3 Smart Home. When I called Brie at A3 Smart Home, she refused to refund my money or send the remotes to me, or allow me to pick up the remotes that I paid for. **** also lied and said that she could not give me the remotes because they needed to be authorized by a property manager, which is not true, since I was able to pay for the remotes. I asked to speak to ****'s supervisor, but she once again lied and claimed that a supervisor was not available. I want the amount I paid for the remotes, $100.00, refunded to me as soon as possible.Business response
03/05/2024
Date: March 5th, 2024
*********************
Re: *********************
The account has been reviewed and the following determination has been made:
Based on our records, ************** called on 2/24/24 to inform us of the remotes he had ordered but not received.
The representative he spoke with was not familiar with the correct protocol with this request, which caused a delay in providing a resolution for this Member.
************** was able to speak with a different department and was able to resolve this issue as well as provide more details on their experience with the previous representative. A signature was needed for the delivery of the package.
The representative has received proper coaching on how to handle such requests, and ************** has been able to confirm that he has received the remotes and are now working.
At this time, we have concluded that Mr. ****** issues have been resolved.
Thank you,
AAA Smart HomeCustomer response
03/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
09/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We purchased AAA Smart Home over a year ago and we have not had a working door bell for several months now. Technicians say the heat warped the item and it cannot be repaired or replaced without considerable cost. **** contracted with a security company who verifies their doorbells work in up to 185 degrees. However, AAA wants to charge us nearly $300 to close our account. We are requesting that charge be waived since they cannot provide us with a working doorbell.Business response
09/21/2023
Date: September 21st, 2023
*********************************
**************************************************************************************
Re: ********************************* Customer # *******
Contract terms: 8/2021, 36 months, auto renewal for successive 1 month (Renewal Term) unless canceled with communication no less than 10 days prior to the end of contract term.
The account has been reviewed and the following determination has been made:
Ms. ********* account has been canceled in our system.
******************** has a balance due of $316.20 for the remaining installment billing owed in the 36-month installment billing period.
Refer to section 3.b. Cancellation; Final payments and section 9. Limited Warranty of your contract agreement with AAA Smart Home for more information.
Thank you,
AAA Smart HomeCustomer response
09/22/2023
Complaint: 20594052
I am rejecting this response because:They didnt even consider my request. They were not able to provide a doorbell camera in working condition. I dont feel as senior citizens and veterans we were given a fair deal. Please reassess.
Sincerely,
*********************************Business response
10/02/2023
Date: October 2nd, 2023
*********************************
**************************************************************************************
Re: ********************************* Customer # *******
Contract terms: 8/2021, 36 months, auto renewal for successive 1 month (Renewal Term) unless canceled with communication no less than 10 days prior to the end of contract term.
The account has been reviewed and the following determination has been made:
******************** requested to cancel her account with AAA ********************** Home Security on 9/12/23.
AAA Smart Home Security will not send out equipment for an account that has already been canceled with us.
Thank you,
AAA Smart HomeCustomer response
10/03/2023
Complaint: 20594052
I am rejecting this response because: I DID NOT ask for equipment. I requested the final fee of $300 some be waived because the company could not supply us with a working doorbell!
Sincerely,
*********************************Initial Complaint
08/16/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
This company refused to return my full refund. From January 2023 thru June 2023, an automatic withdrawal for $38.94 was posted to my bank account. However, on the 20th of June, 3 credit of $38.94 was refunded. Service was not provided. Therefore, unjust enrichment is being obtained. The customer should receive a full refund entirely.Business response
08/21/2023
Date: August 21st, 2023
*************************;
********************************;
*******, ** ***** - 3312
Re: *************************** Customer # *******
Contract terms: 11/2015, 36 months, auto renewal for successive 1 year (Renewal Term) unless canceled in writing no less than 30 days prior to the end of contract term.
The account has been reviewed and the following determination has been made:
****************** requested to cancel with A3 Smart Home on June 16th, 2023. There was no prior mention of cancellation until this day.
The account was canceled on June 19th, 2023 and a refund was issued for 3 months worth of monitoring ($116.82).
****************** was informed in June 2022 that she would need a radio upgrade by the end of the year. The system was running on a 3g connection. Cell towers in Ms. ******** area have switched to 5g.
No dealer technicians were available in *******, ** to service. A3 Smart Home offers a Self Install Kit that Members can install in their homes for a monitored security system via panel upgrade with 5g connection.
****************** refused to purchase the Self Install Kit.
****************** was aware that communication issues would arrive in the future. A3 Smart Home informed the Member and offered what we could to maintain the Members business.
No further payment is due from the Member.
No further refund is due from A3 Smart Home.
Thank you,
A3 Smart HomeCustomer response
08/21/2023
Complaint: 20476264
I am rejecting this response because:
***************************************************Customer response
08/23/2023
My main objective is for A3 Smart Home Security to understand that they are in violation. My property wasn't being monitored, yet you proceeded to keep submitting automatic payment every month. Changing over from 3G to 5G doesn't warrant your action to continue making withdrawal from my account. Did you render service under 3G or 5G ? This is a double penalty for the consumer. Human oversight does occur , however, did your company keep rendering services?Business response
08/28/2023
Date: August 28th, 2023
*************************;
********************************;
*******, ** ***** - 3312
Re: *************************** Customer # *******
Contract terms: 11/2015, 36 months, auto renewal for successive 1 year (Renewal Term) unless canceled in writing no less than 30 days prior to the end of contract term.
The account has been reviewed and the following determination has been made:
The switching of 3G to 5G cell towers is outside of A3 Smart Homes control as that is dictated by telecommunications companies such as ******** AT&T, etc.
The account was canceled on June 19th, 2023 and a refund was issued for 3 months worth of monitoring ($116.82) as a courtesy.
****************** was aware that communication issues would arrive in the future. On Jan 3, 2023, A3 Smart Home notified ****************** and her emergency contacts of the communication failure via text.
****************** may refer to sections 3.3, 5, and 6 in her contract agreement for further elaboration as to why a 6 months worth of monitoring refund is not justified.
If ****************** does not have her contract agreement then she can call A3 Smart Home at ************** and a Member Experience Team Member will assist in getting ****************** her contract.
No further refund is due from A3 Smart Home.
Thank you,
A3 Smart HomeCustomer response
08/29/2023
Complaint: 20476264
I am rejecting this response because: you are practicing unfair resolution to your customer complaint. Continuing to debit your customer account is atrocious when clearly service was not rendered. Poor resolution provided.
***************************************************Initial Complaint
12/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This is a repeat call from smart alarms recording using all sorts of different numbers including people in my contact list. I block numbers they call back using different one. It may be coming from one outside the country listed online. I have emergency situations going on and want all these calls stoppedBusiness response
12/02/2022
Date: December 2nd, 2022
*************************
25 *************
******, ** 62448
Re: ************************* Customer #?
Contract terms: ?
The account has been reviewed and the following determination has been made:
There are no records of a *************************, the address, email, or phone number provided in our database.
If you are a Member with A3 Smart Home, please provide more information so we can assist you promptly.
Thank you,
A3 Smart Home
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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