SafeTouch Security

SafeTouch Security

4.5

Our Score

2.2

User Score

In many ways, SafeTouch offers security systems comparable to other companies in the industry: average contract length of 36-months and an average installation fee of $99. However, their undisclosed pricing and equipment information, along with negative reviews of the company's customer service, puts them behind the curve when it comes to choosing the best home security system.

Pros

Response Rate

SafeTouch Security prides itself on its guaranteed 45-second response time, meaning that if your security system is triggered in any way, you will hear from a SafeTouch representative in under a minute.

Professional Installation

Many people interested in home security want a service that offers installation of motion sensors, security cameras, a monitoring station, and other equipment purchased. SafeTouch promises quality installation by their licensed employees. This service comes with a promise that they will have everything installed correctly the first time. For those more interested in a DIY alarm service, we recommend checking out Protect America.

Average Warranty and Contract

There is a warranty on both parts and service for as long as you are a SafeTouch customer. Those who are not completely satisfied with SafeTouch home security can return the alarm system within 30 days for a full refund. SafeTouch features a 36-month minimum contract requirement, which is average with other home security companies. Customers do have the option to pay a month-by-month contract after their contract ends, but unless they specify this as their preference, SafeTouch will role them into an additional two-year contract.

Cons

Negative SafeTouch Security Reviews

Over the past year, 95% of SafeTouch security reviews on Best Home Security Companys have been negative. Below are the most common complaints we see from customers:

  • Contract. While SafeTouch Security does not share contract information on its site, reviewers say they are locked into a 3- to 5-year contract.
  • No Cancellation Option. Whether a customer was moving or no longer interested in the service, reviewers say that SafeTouch does not let them cancel.
  • Poor customer service. Many reviewers mention that the customer service personnel say different things and that they feel mislead. The general consensus is that customer service is frustrating to work with.

SafeTouch Security review from Yolanda, left on 10/26/18:

Review of SafeTouch Security on Best Home Security Companys

Undisclosed Alarm Package Information

All SafeTouch home security systems come with the promised 45-second response rate. They also include an emergency power source, lifetime warranty, local UL monitoring, crash detection, and the MySafeTouch App. SafeTouch uses cellular monitoring for their security systems. While the company does not disclose pricing on its site, the offer vague information on three alarm packages:

SafeTouch Secure - The company's website says this package comes with "all the essentials". While we don't know what the mean, we can assume it comes with a control panel and sensors. At least one motion detector is included, along with window contacts.

SafeTouch Advantage - The control panel with this monitoring package has a 2-way voice feature. You can also include smart home features such as lighting, temperature, and crash detection.

SafeTouch Pro - This is the only monitoring service offered by SafeTouch that includes security cameras. Again, all the monitoring equipment is not outlined on SafeTouch Security's website. Video can be streamed using the company's mobile app and saved to cloud storage.

Limited Locations

SafeTouch Security only offers monitoring services in Florida and Georgia. For those who live outside these two states, we recommend reading about our top home security companies.

Our Recommendation

While SafeTouch responds quickly and provides a warranty for parts and service, their lack of company transparency and negative customer reviews are a good reason to look elsewhere for home security.

Ratings Breakdown
Monthly Monitoring Fee $30+
Install & Equipment Fee $99
Contract Length 36 Months
Cancellation Policy Unavailable
System Relocation Fee Unavailable
Number of Reviews 175
Review Last Updated: January 17, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

175 SafeTouch Security Reviews

1. Select Your Rating:

0=worst

10=best

2. Share Your Experience:

3. Review Validation:

0

Score

Michael L Wild San Jose, CA

Mar 19, 2020

Lost everything I have worked for for 30 years at my business. Had every piece of equipment that Safetouch provides and got zero response during a burglary. Lost 1.8 miilion dollars. Safetouch is a joke. All smoke and mirrors. Don;t be like I was. Read the contract also. They only have $250 liability in their contract. They do not think too much of their own equipment to have such a low liabilty limit. What a joke.

0

Score

Randy Williams San Jose, CA

Mar 11, 2020

Sales Rep was very misleading, stating that I was not tied into any contract for any period of time and could cancel at any time with no penalty's. Called today to cancel due to us never using the system and what do you know we are in a 3 year contract. This is very misleading... I will spread this word about safe touch and the way they operate as this is ridiculous.

0

Score

Jeralyn San Jose, CA

Mar 9, 2020

So Let me tell you more. Beware you will have a contract! Your key pad must be placed by an electric outlet. If you get cameras, they also need an electric outlet for each camera. This information is not provided to you when the sales person arrives at your door.

1

Score

Dennis Dobbs

Mar 4, 2020

Bad customer service

0

Score

David Terrell

Feb 17, 2020

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.

1

Score

Cindy Barber

Feb 14, 2020

HORRIBLE CUSTOMER SERVICE!!! At 12am my system started beeping, I look on my keypad, it tells me ‘low battery’, I replace the battery, and it’s still beeping, I call to speak with a technician;Phil), who had no idea what to do, and it’s now 1sm, and all Phil could offer is an appointment in 7 days or pay $150 for an immediate service call, which had to be done, as my system beeped every 30seconds. The next day, I go out and buy 10-9volt batteries($30) to change every alarm, per Phil’s recommendation, and have the service tech at my house, so my system could stop beeping, and I’m now out $180.00, which if Phil could of been knowledgeable in his product, I could of avoided the expense.

1

Score

Lynn Kettell-Slifer

Feb 9, 2020

SEVERAL FALSE ALARMS and system outages during our time with them. We ended up stuck in a 3 year contract that we attempted to cancel when we moved office locations. Would not let us cancel, and would have cost several hundred to move. I paid a full year of monthly charges for nothing. Don't waste your money- use Ring or SImply Safe- much cheaper and simple to install- no multi-year contracts and no fine print that doesn't let you cancel.

3

Score

Leo

Jan 7, 2020

I just called to cancel and the representative told me to email or mail them a letter to cancel, then they review the letter and the account and can take up to 5 business days. What? That’s crazy, how hard can it be to cancel as soon as they get the email.

0

Score

Diane Orlando, FL

Nov 13, 2019

I'm so sorry I went with this company. I was only interested in security cameras outside of my home. The salesman did not know anything about that and said I had to buy the whole package inside and out. After going back and forth his supervisor said that I could get the outside cameras. I paid 1,600 for four cameras that are connected to my Wi-Fi. The installer did not even have to go in my attic he ran a wire around my house which is a small house ground level. I didn't realize they would be a monthly charge of $32 which includes servicing of the cameras if if they should malfunction and it includes the remote portion of the app. So in other words if I should cancel the monthly payment I cannot see the cameras on the app If I am away from my home. I contacted the app company because the timing is off on the cameras because I do not want to deal with safe touch. The app company asked what model cameras are they. I didn't know because they left me no paperwork no box when they installed the cameras. I called the company today to ask about the model number after I was on hold they come back and say they cannot tell me because they don't know. They told me to get on a ladder and it should say it on the camera itself. I am so disappointed because I relied on the radio station that I listen to every morning. Safe touch advertises heavily on this radio station. I feel like I have been taken. And after reading reviews about cancellation I'm hoping I do not have a problem when I cancel this monthly payment because it's just not worth it. Do not go with this company. You will be sorry.

0

Score

Kathy Loftus Fort White, FL

Oct 29, 2019

We were contacted by Safe Touch Security. Our system was old and they told us it needed to be replaced. We were selling our home but still wanted to have service until we sold and left. My husband was told he did not need to sign a contract just to have work performed. Well, we sold and were told that my husband did indeed sign a contract. No way to get out of it. When we spoke to a rep. she gave us an e-mail to cancel-what that does is make you pay the full amt. left on the contract. Very sneaky. My husband is a disabled vet that has severe hearing loss. They do not deal with the military families well. Read other reviews.

1

Score

Brian Franzmeier

Oct 21, 2019

Hello, I'm a 5 year customer celebrating. Im finally getting out of my deceptive contract. PAID FOR A DEAD HORSE!! When I signed up for Safe Touch they wrote right on my contract 29.95 for 36 months. WHAT THEY DON'T TELL YOU IS ITS REALLY A 60 month CONTRACT. BEWARE DECEPTIVE! I had to pay for nothing for 2 years because of their deception. $600 stolen. THEY CLAIM ITS THE FINE PRINT WHEN YOU CALL THE CUSTOMER SERVICE. I didn't even live at the address for the past two years.

0

Score

Brandi Watson Moultrie, GA

Sep 18, 2019

Stay away from this company system messed up would not come fix system I had adt installed for past 2 years because of this issue today I get a call from a lawyer threatening to take me to court for non payment of remainder of contract when they didn't hold up their end of the contract for leaving me with a system that wasnt able to protect my home. Stay away from this company.

0

Score

MargS Las Vegas, NV

Sep 17, 2019

Don't bother buying. Much better systems on the market for much less money. Their warranties is good until they decide to change the terms and not tell you. I've had multiple panels replaced under the warranty, now the panel is not covered. Costs $350! A newer and more updated alarm costs less!

0

Score

Art

Aug 29, 2019

After being woken from a sound sleep for 3 straight nights due to a sensor issue. I finally reached a rep who informed me a tech must come out and there my be a service charge? I HAD been a customer for 5 years!! When I asked how to cancel was told I needed to write a letter or EMAIL...She then proceeded to give me THE WRONG Email address my Email came back Delivery Failure??? She also mention (NEVER INFORMED ON INSTALLATION) a tech must change the batteries in there motion sensor or they charge you for a service call...REALLY???? Apparently it "Trips An INTERNAL SENSOR)??? So a burger is going to brake in carrying a ladder to remove your batteries??? I mean why would there be a battery sensor in a device that sits 1 foot from your ceiling??? This company is like dealing with John Lovitz from SNL...We Rip You Off ..YEAH THATS THE TICKET!!!!!

0

Score

Kathy Loftus Fort White, FL

Aug 7, 2019

My husband is a combat wounded veteran. We finally sold our home, tried to stop the service and found out we had a contract! When we had our service updated my husband was signing pwk. to verify work that was done. Really he was signing a contract. We would NEVER use them again. Very sad how veteran is being treated and I see other reviews veterans treated the same way.

1

Score

Kathy

Jul 5, 2019

I had an alarm go off, called to speak to someone to get them to activate the 2 way communicator, AND all he could do is verify email, and then ask me if I had the 2 way communicator. I got my bat, had friend on the phone and walked thru my house myself.

0

Score

Charlotte S

Apr 30, 2019

I was 81 years old when I signed up with Safe Touch. I am now 84 years old and moving to a retirement community. Apparently they recommended I sign a 5 year contract @ $31.90 per month. They are now charging me $150.00 to end my contract!!!! Good grief - I feel taken advantage of :((((

0

Score

Tom Roberts

Apr 13, 2019

SafeTouch is a scam. Their 45 second response time starts when their dispatcher sees your alarm, NOT when your alarm goes off. So if there are other alarms and yours doesn’t get seen right away, then oh well, “it’s in your contract.” That goes for their 2-way communicator, too. Dropped after 45 seconds, whether or not the alarm has been seen. They’ll blame you, your phone line, the Ghost of Christmas Past, and everything else in the world — including telling you flat out lies — so they don’t have to admit how their response time actually works. Your contract spells everything out in legalese that some attorneys can’t even understand and is rock solid... in SafeTouch’s favor, of course. You will NEVER be able to get out from underneath it, the BBB won’t help you because of it, and a court case will never see the inside of a courtroom if you try to go that route. You’re better off buying a gun and a rocking chair — it would be the only thing you could do to protect your house after putting a SafeTouch system in it.

3

Score

Phyllis Fletcher

Mar 17, 2019

Their response time to an alarm used to be less than 45 seconds. No longer. I think their phone response staff is low. Many people have switched to other alarm systems that don't require a contract, and are cheaper, and you can install yourself. Also, their monthly maintenance fee just went up from $20 - 50. I plan to switch to some other security protection soon.

0

Score

Leo Pagan

Mar 3, 2019

I called Safe Touch on February 28,2019 because my alarm system is beeping every 5 minutes. They told me that the service personnel could come out and fix the problem on March 8th. The service is very bad with this company. I will not recommend this company to any anyone.

0

Score

An Le

Feb 24, 2019

The customer service is the worst, i call in to get the safe touch pad fix, and they offer me to get a new safe touch system and told me that i just have to pay an installation fee, and they never told me that my monthly payment is go up from $30 to $50, they trick me that way and the guy that hand me the contract he never told me my monthly payment is up from $30 to $50, and when I realized my payment went up, i called to cancel the contract they said that I already signed the contract and they can’t cancel it smh. Don’t ever think about using the safe touch service.

0

Score

Roxanne

Feb 3, 2019

System making an alarm beep beep every 5 minutes. Safe touch can come out in a MONTH! sorry that’s out only time slot or I can pay 150.00 for next day!! We are 9 years members here not for much longer I’m not. If I can figure out how to cancel services.

0

Score

Queen Grant

Jan 28, 2019

I honestly wish I would have never selected this company to be my home security service. By far the worst experience I have ever had mind you I haven’t even been a customer for a YEAR! Save yourself the aggravation! I have been having issues with my bill since getting the service and everytime I am told it has been corrected here comes another issue and then you can’t speak to the same person who corrected the problem before so you have to explain over and over again. I think it is poorly ran because they know they have you under contract! DO NOT become a customer!

1

Score

Larry

Dec 18, 2018

WOW! Just got off the phone with Alexas at Safe Touch 888-723-8682. Took 13 minutes to get an answer. Coverage 24/7...Really! Been with the company 5 years. My contract was for 2 years and now she tells me that she is going to put me into collections. Really! Told her to cancel my Safe touch. I have been paying for the last 7 months without coverage at all. No refund at all. Buyers beware!!!!

4

Score

Kendra Wells

Dec 18, 2018

When I originally called SafeTouch the gentleman was professional and kind. A few days later a salesman came by my house he was young but professional. Their prices are good however the customer service there after has been horrible. The same day my alarm was suppose to be installed I received a call at 5 although my appointment was between 3-5, the call was to tell me they couldn’t make it until 7. Then another technician was sent who barely knew what he was doing. When he left I checked my sensors only to find that one of them weren’t working. I decided to set my alarm anyway that night. At about midnight the alarm went off I hurried to the panel only to find my closed untouched window sound the alarm. Saturday I called to someone was suppose to come nothing. I was told Monday someone would come person didn’t come I called almost 2 hours later only to find they didn’t know the status. So I haven’t used it until tonight when I decided to bypass that sensor guess what the alarm still went off from that sensor. Management act like it’s no big deal. This company and their system sucks.

0

Score

Yolanda Maddox Orlando, FL

Oct 26, 2018

I told sales agent that we only needed service for 1 year while spouse was in Afghanistan, he said no problem, just submit cancellation request in writing and contract will be cancelled with in 30 days. NOT TRUE. Customer Service Rep said, you should have read contract and was told to call the sales rep, Mr. M. NO early out unless your buy out your 3 YEAR Contract. When I called the rep who sold to us (M), he screens his calls and does not return my calls. Bad Business Model for customers great for SafeTouch Security!

10

Score

Bill Buesing

Oct 4, 2018

Thank you to a very professional service department. The tech responded in a timely manner to help my Mom get her system working properly, as she has a medical alert button. Good job guys, we feel safe and Mom is always protected. Thanks again

0

Score

Fiona Holder Orlando, FL

Sep 20, 2018

I called to update my credit card and they refused because the bill was under my husband's name. Who refuse payment? they gave me a very hard time, then requested me to fill up an information update form that I had to fill, scanned, send back. They still blocked me. Those people (talked to 2 people) are slow, irritating, and everything BUT helpful. Every time I have to call customer service, I feel frustration with them; it feels we wake them up from their nap!

2

Score

Saketa Burgess Jacksonville, FL

Aug 29, 2018

First I want to say that I seen safe touch on the commercial and i thought I would give them a call so I called them Sunday after hours and my appointment was Monday and the guy who came was very professional and nice . So he did the paper work and got all my information and they said I was not approved so he asked did I have anyone else I can use for the system so I said yes my husband so he did my husband and he wasn't approved ether. So we decided to call ADT and they took our information and we was approved with no money down ...and we received a 100 dollar gift card for signing up. I don't understand what kind of system safe touch use but it's ridiculous . Thank you ADT.........

5

Score

Rebecca L Mcbride

Aug 28, 2018

This is the 2nd time my system just stopped working. It bothers me that both times i had ti take off work for the technian to come. It will be 4 days that i will be unprotected. Safe Touch needs to have quicker service for customers. Also better hrs. So not to have to take off work. And reimbursement for days that the system is down.

0

Score

john hencoski Tampa, FL

Aug 9, 2018

This company is very dishonest and will trap you. My family was moving to a new home and wanted to transfer our service. We were told that we could have a tech come out, remove the equipment, and reinstall it at our new home, no charges were discussed on this call. We were also told that we could cancel that year and to have our written letter of cancellation ready 30 days prior. Instead of the tech coming out to install in our new home, they sent a sales guy who informed me that there is a $250.00 reinstallation fee and that we need to sign a new 3-year agreement. I declined to have the equipment installed and planned on canceling since none of this was explained to me by the customer service rep. I have been asking safetouch to listen to the recording of my conversation with customer service to confirm that they misinformed me and every person I speak with either does not call back or refuses to acknowledge the details of the call while attempting to upsell me on a new contract. I am extremely disappointed in this company and continue to be surprised at their lack of customer service. DO NOT USE SAFETOUCH.

1

Score

Monique Thompson Bluffton, SC

Jul 24, 2018

The video camera that was installed stopped working 20 days after the “warranty” which was only 60 days or something. And it would cost $150 to send someone out to look at it. Also, the response time is more than 45 seconds and not what was promised. I’m VERY disappointed because I wanted a local company but they aren’t delivering their promises.

2

Score

James G. Savannah, GA

Jul 11, 2018

I have had a long relationship with Safe Touch; first by having them take over the monitoring of my existing alarm, then by upgrading that alarm to a cellular backup, and then, in April of 2017 I took the plunge and requested the installation of the top-of-the line NEO system. The reason I wanted the NEO was simple; I was tired of getting calls for false alarms and battery failures. Having to quickly decide whether to call the police and, regardless the decision, rush home from whatever I was doing had become extremely stressful and left my family and I anxious regarding out-of-town travel. A new, completely cellular system, with new batteries and, especially, the “Two-Way Communicator” seemed to be the worry-free solution. Boy, was I wrong. The “Two-Way Communicator” has never once worked as intended. Oh yes, the unit mechanically works. However, the installation placed it as far away from both of my keypads as it could possibly be, and placed it beside the alarm speaker! This, of course, results in the Safe Touch operators being unable to hear a thing and, in the case of a family member mistakenly setting off the alarm; the family member being unable to hear the “Communicator”. This was acknowledged almost immediately after the initial install but now I’m told I signed off that it worked and will be responsible for service charges to have the issue corrected. After spending an entire lunch hour, the service supervisor still only agreed to waving the first hour’s service charge. Yes, I signed that the speaker worked but my mistake was trusting that the Safe Touch installer/service technician actually knew what he was doing! In addition I have since learned that the smoke detectors, hardwired into my old system, had been disconnected WITHOUT NOTIFYING ME! They left my family vulnerable to fire without so much as a murmur despite telling me that my existing sensors would be incorporated into the system! Never was I offered or told that fire protection was “additional” and even when it was determined that I wasn’t being monitored for fire (I called to request a fire alarm certification), I was told the smoke detectors would still activate the alarm. Nope, on checking closer, I see they have not been wired into the new system and are just hanging on my ceilings for looks. “Stay away from Safe Touch”, is truth in advertising. Either that or hire a third party security consultant to oversee the installation. It is disgraceful that a company that claims to have the well-being of its customers as a priority will allow such haphazard work and then fight to avoid correcting it or even inspecting it to see if the customer's complaints are justified.

0

Score

Anjan Baruah Valrico, FL

Jun 24, 2018

Horrible cancellation policy Never go for this company Way After contract is over still has to pay $100 for no reason

2

Score

wendy mercure

Jun 22, 2018

I am FLOORED by the way Safe Touch tricked us and was basically told - 'YOUR BAD' for not reading the contract line by line. Since when is it normal to screw people over for profit? We were told we could transfer service, we cannot. We had NO idea we were buying equipment, we thought we were paying for a monitoring service. We aren't stupid people, we were totally duped. No matter who shows up at your house, when you are given a contract, sit down and READ it, because what you are TOLD in person, may very well not be reality. I'm actually more disappointed in the way I was treated vs the loss of money over the next year. Not acceptable. We trusted and got burned.

0

Score

Amber

Jun 14, 2018

Do not use Safetouch, they will sell you a bunch of equipment for hundreds of dollars then in a year they will tell you they don’t make those products anymore and they have no parts to sell you so you can use the product when they can’t get it working, so they said I would have to purchase another camera at 200 dollars, I can’t help you quit making them, I shouldn’t have to buy another camera for full price!! But they have you because you sign this crazy 5 year contract I guess, what a joke will be looking for a better company to better service our needs!

2

Score

Emil Svatik Melbourne, FL

Jun 4, 2018

Safe Touch has provided very poor service. They recommended I install a CDMA cellular module to alert their monitor center. I paid $75 plus an addition monthly fee for this service. There were many communication alerts for several years but but stuck with the service. Beginning about two years ago they notified me that the CDMA box I had purchased was obsolete and I needed to buy a 2g cellular. So I paid another $75 and had to install it. For the next 6 months the system five or 6 times a day. Finally the 2G cellular system went completed down. Over the following 4 weeks of complete shut down Saf Touch never even called to tell me that the alarm system support I was paying for was not working. I finally called and told them. They then told me I had to buy a 4g LTE modem. I complained and they agreed to exchange the 2g with the 4g for free all I have to do was pay the $20 shipping. What a rip off! one more thing, their Tech Service used to be very responsive when you called. Now they never answer the phone, all you get is a recording that they are all busy, please leave a message. I am now shopping for a new alarm service provider

0

Score

Ms sandman

Jun 1, 2018

BEWARE!!! $$$ RIP OFF They don't offer an early termination fee if you move or sell your home. You are stuck paying the full amount of contract. I would never recommend Safetouch. SCAM!!!

1

Score

Dennis Lane Dublin, PA

May 30, 2018

This guy name Paul was just rude and told me not call him again and I want to pay them

10

Score

carolyn Shives Tampa, FL

May 2, 2018

i had Dan D of Tampa out serving my equipment. He was very knowlable, polite and i enjoyed having him and his sidekick in my home. He gave me some information I was not aware of and that was very helpful. Thank you for such great service.