My experiences with this home security monitoring service company were an absolute nightmare. The original sales representatives who sold me the service did not work directly for the company (as I later discovered), and the contract that they present is both misleading and very unreasonable in my opinion. It has a five year term which is non cancelable and has an automatic renewal that is very difficult to avoid. There are no notifications from them whatsoever that the renewal term is coming up either. When I signed my agreement, I crossed out the five year term and hand wrote two years. I was able to hold the company to that when I embarked upon the "process" of attempting to terminate my service with them.
I had several very serious incidents with alarm activations while I was traveling on business, as well as zero customer service, no maintenance offered (ever) and found it almost impossible to contact their customer service by telephone. Even written correspondence was ignored, until I finally used registered mail to guaranty a response.
There seems to be an obvious effort to hide their direct contact information on the SAFE website, and also within the paper work first received upon service sign up.
This company might be considered an internet scam by anyone who is only exposed to them from the website. They provide only a P.O. Box address and of course this will not accept registered mail, and their "help line" is in my experiences, useless. The only possible chance to speak to a physical person is to call during 9 - 5 hours, and within a particular time zone. When emergencies do happen, it is useless to try and contact these people and good luck if the emergency happens outside their business hours. Their phone system is automated, difficult (deliberately) and regularly had a hold time of 30 minutes. When a person will finally pick up the call, it will usually be a sales representative type only.
The only efficient thing about this company is their billing. On time, every time and I believe late fees apply.
They call themselves the SAFE "family". This is not only a horrible "joke" but an insult to those of use who have real family values in the way we conduct our lives and businesses.
I am still furious, even after a long period of time has passed since I (finally) managed to cancel their service. After I finally volunteered and paid off the last months of service to free myself from their "unsafe" service, I was told that it would be my responsibility to contact them AGAIN on the next theoretical renewal date, to confirm that this does not happen.
One of my neighbors had the same monitoring service and had similar problems and poor service. He recommended to try Brinks and once I called them and explained my concerns, I had them send out a sales representative to explain their service. I was impressed and had the system installed immediately. I signed an agreement with them and had the poor quality hardware from the SAFE system taken out. Their service is night and day, and finally I can sleep easier when traveling that if the worst does happen, I have a professional outfit who are taking care of my property.
As far as SAFE goes, I have filed as many formal complaints as possible about them. In my opinion, they are an embarrassment to doing business in America. Disgusting and unethical business people.
Huntington Beach, California