Updated review: 3.5 stars. Although I hold that there was not sufficient/acceptable communication from Safetouch during the time I had my service, and the customer service team did not handle my request for refund in an acceptable manner upon cancellation of my service, I will say that after my negative review was posted on Yelp and Facebook, a member from their team immediately reached out to me to do all they could to quickly resolve all my issues in an acceptable manner. He was a million times more respectful than the last two representatives I spoke with and even asked what else I wanted to have done. Although I no longer do business with SafeTouch, I recommended notifying customers in writing of contract renewals instead of assuming people remember the fine print off five year old contracts. He assured me that my suggestion would be presented in the next meeting, so I look forward to hearing only positive feedback about the way they communicate with customers regarding continuation of contract. Changing my review for: speed and consideration of the most recent contact as well as the exceptional respect - a lesson the last two representatives certainly need to learn. Also because consideration of my opinion on how they could improve was requested and I was assured my suggestions were heard and would be brought forward as a legitimate concern. This demonstrated that at least one person in this company values customers and their opinions. Leaving off one and a half stars for: 6+ year history of poor communication and rude customer service after cancelling service. Another recommendation is that I was told to check the system monthly when I had SafeTouch. My current system with Digital Life checks itself and notifies the technician when there is a problem. I got a call from a technician that my system was experiencing power failure and he immediately scheduled a time to come out. When you upgrade your systems, you should add that feature. read more

I have had Safetouch for six years. I was under a contract, but that ran out. Now I pay monthly monitoring. I had some sensors on my system go bad, and; Safetouch came out and replaced the bad sensors for me and the batteries in all the sensors since I had the sensors so long and they were getting old. The monitoring is competitive. I can always get someone on the phone to help my with my system or billing issues such as changing my payment method. They are always initiate testing my system once a month when I call even though it is not always convenient for me to do so. The two way communicator has prevented the police from coming out many times when the system was accidentally set off. I highly recommend using them as a long time customer. read more

I have had Safetouch for almost 2 years now and Im happy. I like that they speak to you over the alarm box when alarm is triggered. My son set it off coming in late one evening and our password is 2 words; he only said one then he said, "or it may be blank blank" which was correct but the operator asked which was correct and when he replied with only half of it, they sent the police. It's good in a way that they don't take short answers even if close, but he did say the full password as well, so what are the odds he doesn't live here? Everything works as it should and I recommend Safe Touch when anyone asks. read more

WORST Alarm company on the planet! First of all their sales reps disguise contracts as 36 months long when the contract is really for 5 YEARS!!!! I've never heard of a 5 year contract for a residential security system. Not only is it absurd but it is extremely dishonest. Sales rep assured me that I was signing for only 3 years and now I am stuck because you only have 3 days to cancel after signing. Unbelievable. On top of that I've had nothing but issues with my alarm system on a monthly basis. The system is constantly beeping at odd hours. Every time I've called for support, they've sent a tech out to fix the issue. And every time, a week later the beeping starts again! It's pure insanity! I regret every doing business with this company and would never ever recommend them not even to my worst enemy. Homeowners and business owners beware!!!! read more

Be very careful. All their sales men lie and will have you sign documents for 12 month contracts and when you try to cancel they won't cancel stating it was a 3 year contract. They also say you have the ability to cancel if it was a business that closed down. I would never recommend this company. Even the transfer to the home address is 250 dollars. Worst out there. Half of the time their service didn't operate properly either. read more

Shame on Safetouch for having bad customer experience in their billing department. I changed my method of payment and low and behold they took two payments out in the first month. Now I'm on terminal hold. Shame on them, wonder how many calls this will take to have one of the payments credited back to me? And by the way, when I called the first time I even asked for an email to validate I would not be charged twice in one month. The "supervisor" I was speaking with assured me I would get an email sent to me. I have not received an email yet, and it's been 5 days. Not good Safetouch, they may have a fast response time to alarms, but not to their billing issues. read more

There quality assurance and customer service is non existing. They do not keep appointments; and when they eventually do show up each technician blames the next prior one. Whenever you call in to there customer service department all they do is read a script saying I did/will deliver outstanding customer service; even though they have not answered your questions or responded to your request. Their Orlando operation is perhaps the worse of all; simply put: Total Incompetency! All I can say is "Stay Away From Safe Touch". read more

Sales person will lie to you - make changes on the contract making you believe your only signing a month to month contract.. then you find out your stuck in contract you can't get out of. There are better security companies out there. Stay away from SafeTouch. When you try to talk to management, you'll get the run around. Their rates are over priced for the services you get. read more

Complete ripoff. We paid for 3 years in advance. Support is pathetic at best. We have a system that is unusable. Have spent over 6 hours on the phone in the past 2 days and every customer service representative gives us a different answer. The remote system is impossible to access and has sent us close to 100 emails in the past hour killing our data plan on our cell phones. As of now - we have no idea if the system is armed, or disarmed and support says wait until Monday. Management says that we are given misinformation, but given how clear we were in our requests, we feel they have out and out lied to us. If 6 of 7 reps gave us misinformation - how comfortable would you be that your home and office buildings are secure. If the need arises for a fire or law enforcement call, I give it a zero chance of their representatives providing the proper info to the first responders. Big mistake paying in advance, once they have your money they could care less about the customers. read more

If I could give a zero I would. Signed up in 2013 to what we were told was a 3 year commitment. Fine print locked us in at 5. Total BS. Told salesman that we'd be moving in a year or 2. We were told no problem, we could transfer service. A year into contract we moved to an Apt while house was being built. Called Customer Service Supervisor, Angel. We were informed that contract was binding and that credit would be given at new home. Once in new house Safe Touch wanted to charge us AGAIN for installation ($1200). We already paid a installation fee once. How in their right mind to they feel it's fair to double charge just because you move. They still refuse to this day to let us out of our contract. Needless to say we've contacted an attorney. DONT EVER USE THIS COMPANY. TOTAL RIP OFF. read more

The one issue I have with this company is there sales guy who does not educate the homeowner on what they are buying or any of the terms in the contract. This guy only cares about making a sale and getting the customer locked into a contract. I called the customer service department one day because I was having a issue with my camera and found out I was in a five year contract. The sales rep said nothing about being locked into a contract or for how long. I called him and asked him why he chooses not to inform people about being locked into a contract and he says to me "how else are we supposed to make our money back." I guess I shouldn't be surprised he said this since the service techs had nothing but bad things to say about him. read more

My Safetouch system started to 'beep', I try changing the batteries, and then I call. This is the second time in 3months this has happened, so I think I know what to do, I call customer service, after almost 2hours, my system still beeps. Safetouch offers to help fix the 'beeping' on Thursday, but for $150 I could have the beeping stop sooner. The customer service department attempts to walk me through disconnecting the service, which they really can't do, with that, I now have live wires coming out of my ceiling. Customer service apologizes....that's it. So I say cancel my service, they say, it's a holiday weekend and it's not my department....you would think by their name 'safe' would actually mean something. read more

Do not hire these people. They lie and their phone people are complicit with it. They install defective equipment then expect you to wait on them (2 days maybe) to reappear and fix their problem. You have NO alarm system or smoke detectors but they expect you to continue paying for their trash equipment and install. Also, do not fall for their "Warranty". They will tell you it was "operator error" or some nonsense and expect you to pay for it. Lester needs to show up once in awhile at his customers for a actual survey on his companies evaluation. Zero professionalism or trust with this company. read more

I want to give a. Update to my review below where I also noted the rating as 1 star. It is tough to know how to rank appropriately at this point because since my review below I have been put in touch with folks high up in the business (Chris, Chameka and Jose) and they have been very good. Chris who is a VP was extremely apologetic and listed to all the recorded calls over the months and heard me break down crying. He was empathetic and very kind. He reimbursed us for our troubles, was extremely apologetic and also sent his best tech Jose out to reinstall the system and test everything. So far we have has a week of no malfunctions. I am truly touched how Chris and his team took care of us and in that specific case I would give his team 4 stars. The only reason not 5 is because it had to take a lot to get this type of attention. So where I struggle is how to rank the overall experience. Chris and his team salvaged a horrible situation which occurred over months. I can tell they really care however and the problem is that the rest of the staff who we spoke with over the past few months did not display this quality. So looking overall I am ranking a 3 star due to Chris and his teams effort. Chris, Chameka and Jose, thank you. read more

Will tell you it is a 3 year agreement at signing, however at 36 months monthly fee more than doubled and when we called to cancel they said no it is a 5 year contract and you can't cancel. Attempted to speak to a manager and was sent to a voicemail with no return call. Attempted to contact by e-mail through online site and got no response. Contacted by Safetouch representatives after posting initial review and advised my issue will be resolved. Other than the contract issue mentioned above, I have had no problems with the system or service. read more

I have been a SafeTouch customer for 16 years. I had an old system, but it worked fine, so saw no reason to upgrade. SafeTouch has always been very dependable, and I felt safe with their system, technicians, and monitoring. However, the old system required a landline. I decided to upgrade, so it would no longer be needed. The new system is much easier to use, and have had no problems. Be sure you inquire about their contract though. It is for 5 years, but I decided it is not a big deal for me since I will most likely stay anyway After all, most places have contracts, and it is affordable on monthly basis. Also, my technician was very helpful, courteous, and knowledgeable. Name is Lester Jackson. read more

You can't cancel with them. Their employee told me I could, but then another told me I could not. I was a great customer for 2 years, always paid on time. But now I'm out $600 because I have to pay for the next year even though I sold the house and the new owners don't want safetouch. I can't transfer my service because I live in Wisconsin and nobody I know wants it. Besides, I don't want to give them another $250 for the transfer fee. Bad customer service. read more

I was 81 years old when I signed up with Safe Touch. I am now 84 years old and moving to a retirement community. They apparently recomended I sign a 5 year contract when I signed up --- Now they are charging me $150.00 to end my contract!!!!! Good grief - I feel taken advantage of :( Charlotte S. read more

Just spoke with them because our service is not working. We recently switched from AT&T to Comcast phone. This voids the warranty and it will cost $125 to have it switched to Comcast. I told her that I will probably shop around, with other security systems, before I make that decision and she informed me that she would need a letter or email stating your cancellation. No, as a valuable customer or lets see what we can do for you, just if you cancel.....letter or email. Guess they have the sercurity market, so a lost customer is nothing to them. read more

I've been using Safe Touch monitor company since 2010. I have been very pleased so far with how I have been treated by them. I've been declared disabled and I'm also low income family. Yet, I was able to afford their products and services. Decent honest people can't afford to not have a security system of some kind. My only complaint is that I was not told that I was required to register it with the city. read more

Thank you to a very professional service department getting my Mom's security system back on track, as she uses a medical alert button. Timely and professional is really all we could ask for. Thanks for making sure my Mom is always protected. We have been with Safetouch for many years and have never had a problem or might I add never any criminal activity . Good job Safetouch. read more

Be sure to read the fine print on the contract. You have a 30 day window to cancel at the end of the contract or they'll automatically renew you for 2 more years. To cancel you have to send a certified letter or they'll claim they didn't receive it. Then they'll turn you over to collections for early termination. At least that was my experience. read more

Came in and offer one service but once the contract was signed the offer changed. Then did not want to give me back my money. Took 5 weeks and many phone calls to get it. Went with another local company with no problems and was cheaper by half. BEWARE..... read more

I've been with safe touch for 2 years, I am moving to Missouri and ask to move my system. when I called to make that happen, not only was I told the they wouldn't transfer the service. but also that I would still be locked into my contract ( even though it does not say that anywhere on the contract) when I signed up the sale guy assured me when I moved they would move it for me free of charge or would cancel service if they couldn't reach where I was going. I also had the luck of speaking with Eric Hysler on the phone. This guy had nothing but pure enjoyment telling me that I would have to pay for my service for the next year even though they couldn't provide service. he even went as far to call me the following day to "see" if I read over my contract again. I will never use safe touch again. read more

I've had Safetouch for about 15 years. Never had any problems. Everyone has been very professional and always resolved any issue I had.

Joel F was our technician he was on time , professional, courteous and knowledgeable and very helpful

Too many issues over the years to list. Don't, just don't! Reviews about great installation are fine, but then you have to deal with them. I live 20 minutes away from my business and never once had the police here when I got here for an alarm, which usually was a strong wind setting off a sensor. When you finally get tired of it you'll discover the "auto-renewal" feature in your contract. Trust me, the supervisors can quote it chapter and verse on the phone to you without looking it up. read more

Unlike many of the complaints I see about Safetouch Security I had no issues cancelling my service after the two year contract period. I called them at about month 20 to inquire when the contract ended. They told me and instructed me to send the cancellation in writing by a certain date. That part worked flawlessly, but now that I'm out of contract and not being monitored the alarm will not work even manually. Now bear in mind I paid a significant amount of money up front for all of the alarm equipment and now that my monitoring agreement has been fulfilled as agreed, they have disabled my alarm. I called Safetouch to inquire why I couldn't use my system manually and was told the only way it would work is if "someone" monitors it. Doesn't have to be them, just has to be monitored. So all that money spent up front was a total waste. I would strongly suggest that you look elsewhere for alarm service. I also took the alarm service to another provider after nearly 17 years with Safetouch and I'm glad I did. The other company is much easier to work with! read more

please make sure you read your contract. and please call safe touch and speak to someone before you sign. after I posted my compliant safe touch was prompt at reviewing it and calling to make things right. I have to say most businesses won't but they did. And for that my husband and I are great full. They also stated they would use our situation to better train their sales reps and staff. Thank you safe touch for being honest and owning up to your mistake and making it right. read more

Just tried to relocate or reestablish new service. Customer service was horrible. He was rude and very condescendingly reminded me of my contract that I have to fulfill. Would have considered keeping my service but after his attitude and all the fees and cost on top of a extended contract I will never use this company again read more

Don't do it! Service is awful! I called to cancel service and I was told I had to mail a letter requesting to cancel (I'm not even under any contract) instead of simply canceling. I did this and just received another bill. Stay far away from this company. read more

SafeTouch is very thorough and responsive. Everyone has been courteous and detailed oriented. We had an initial walk through of our house with person who set up our account. (Sorry - I don't remember his name). Our installer, Jason M., is awesome. He explained everything in detail; answered all of our questions; did another thorough walk through of the house. read more

Rich B. is an example of what customer service is all about. A pleasant attitude and knowledge to answer all of my questions is so important. Rich's level of professionalism is amazing. I will be recommending Safe touch to all of my friends and neighbors. Highly recommend. read more

Awesome service, Tom (alarm tech) was on time. Real cordial and knowledgeable, he took the time to explain the issue and viable options to fix the problem. read more

Tom was super friendly, helpful, and thorough. He took care of us and did so with such a kind attitude. He's a top performer at SafeTouch.

Worst business I have ever dealt with in owning a house for over 25 years. Horrific customer service on phone and worst in person. Someone came to the house to re-install the system and couldn't find his head on his head. messed up my internet service for days and spent 4 hours at the house without accomplishing anything but disconnecting my internet. Had no idea how technology worked and so ineffective. I finally had to pull off the panel and cut the wires to stop the constant beeping after 5 weeks of misery. THE ABSOLUTE WORST. Wish I could give this minus infinite stars. read more

STAY AWAY FROM SAFETOUCH. 45 days after installation the system wouldn't allow us to leave the house because the system would not disarm. Finally, after 2 hours the system disarmed itself. The only advice that we got from the technicians was to reset the system. It would not allow us to reset. So there we sat. 2 weeks later they system stopped arming at all. When we called for service we were told someone would call us back and schedule a time. No one ever called and when I called back 3 days later they told me a service call the scheduled during the day during the week. I explained that we are not home during the week and we needed a Saturday. They did the installation on a Saturday so we didn't think that would be a problem. We were told that no warranty work was done on Saturdays, only during the week. When I explained that we work during the week and it wasn't possible we were told again they will not come out on a Saturday. When I told them I would take this to the State Attorney General's office they told me it was in the contract that I signed that they do not do warranty work on a Saturday. So now I am stuck with 21 more months of a contract with a system that doesn't work because these people will not come out on a weekend. Stay away from safetouch. David Terrell. read more

Terrible, Horrible, no good very bad service!!!!!!! We noticed our door chimes not working so my wife tested all the doors and none worked. We attempted to set the alarm and set it off and of course when a door was opened no alarm took place. What is more concerning is that the monitoring station wasn't aware that our sensors lost connection and we had to call to alert them. We are paying for monitoring and yet we don't seem to be getting it. So we call at 11 PM at night to ask for help and we are told by the service tech on the phone that no on is available to remotely fix our system and if we want a tech out same night we need to pay $150.00 for a service we are already paying and apparently not getting. We were then told that a representative would call us in the morning to attempt to fix remotely or get a tech out that day. At about 9:30, we still had not received a call so my wife called in and we were told the earliest appointment is 2 weeks from today, 12.27.18 for a system that is not working but we are paying for each an every month to have monitored. After attempting to get service from 2 representatives now, we asked for a supervisor. The supervisor told us that we could have someone out next day according to our contract completely neglecting that we called the night before so technically we are on the next day. Instead we were initially told we need to pay $150.00 for a tech during the day now as well. We had to fight with them about that as well. After 2 hours on the phone we finally got them to say that they would have someone out today without the $150.00 charge. No mention of a credit for the time that we haven't been monitored or that the system isn't working and they also made mention that we may have to pay for repairs even though we just had the system installed a year ago. This has been our first issue with the system and the service frankly sucks out loud! That is not to say that the people my wife I dealt with weren't courteous, they all were. Both Phillip and Amber did their best within their allowable framework. What is more interesting is that my wife made a great point to the supervisor that wen we signed up, there was no issue getting a tech out there same day to install the system, but now that we need service, we can't get anybody unless we pay more money than we are already paying monthly. I was also told that I would need to pay the reaming years on my contract to break from them so they are definitely looking to make money and not keep customers safe. I will definitely be looking into the legalities of what I would consider their breach of contract. The Lack of responsibility to their paying customers is astounding and frankly should be criminal. For a security company to offer monitoring but then not monitor or not respond to you customers in a timely manner is absurd and backhanded. It certainly seems a bit scammie to us. Based on our very first service need from Safe Touch, I wouldn't recommend to anybody! JUST HORRIBLE!!!!!!!!!!!!1 read more

Horrible experience. The guy came to install our system and cameras. After installation the service guy apologized because he fell in our attic but said he was able to grab onto a wall so his foot didnt go through our roof. Well, we were just glad he was ok and there was no hole in our ceiling. Well, a couple days later my husband noticed a long crack in our ceiling where the guy fell. We called Luke, the manager at the Tampa store who sent someone out here to basically tell us it wasnt them. Now we are supposed to get this fixed on our own dime?! Absolutely ridiculous, unprofessional and unbelievable there has been no follow up or ANYTHING from this company. read more

BAD BUSINESS!!!! DO NOT USE SAFETOUCH!!! THEY DO NOT HONOR THE 45 SECOND GUARANTEE AND THEY LOCK YOU INTO A REVOLVING CONTACT!!! You must submit in WRITING (not email, not call) to cancel the contract and it must be postmarked by April 1st or they will extend it again for 24 months!!! They said that the reason they didn't call me when my alarm went off is because it didn't go off long enough. It needs to go off for at least 45 seconds to get a call back. So I need to let the robber know to hang on for a few more seconds for me to turn it off so I can be helped. Really?? You guys are pathetic!!!! Also let people out of their contracts with a phone call. It reality shows how underhanded you are to lock people in because your service sucks!!!! read more