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Safe Touch Security

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16 User Reviews

3.4

Overall Score

SafeTouch Security was founded in 1988 and has offices in Jacksonville, Tampa Bay, and Orlando, Florida. The company has an office in Savannah, Georgia as well. While more transparent with many aspects of its pricing, there are still significant improvements needed to the company's transparency in terms of its service contracts.

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The Good

  • Serving Florida and Georgia Since 1988
  • Home Automation Available
  • Alarm.com App Available to Control System
  • Some Transparency on Pricing

SafeTouch Security has served areas around Orlando, Tampa Bay, and Jacksonville, Florida, with another office in Savannah, Georgia. The company offers its customers security and home automation products with monthly monitoring. Customers can control their system with a mobile device using the Alarm.com app or from any internet browser. Distinctive from other companies, SafeTouch Security offers customers transparency on its pricing, but only to a degree. There remain voids of information that is offered by other companies.

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The Bad

  • Lack of Pricing on Website
  • Customer Reports of Confusing Contract and Cancellation Policies

In spite of publishing some of its prices, customers must dig for information. Highly unusual is the company's policy of posting prices for its packages on Facebook, rather than on its website. Adding to the lack of transparency is that the company does not publish information about its service contract online. There are many reports from customers which state that the company has multiple hidden terms in its service contract, with an auto renewal for all contracts, hefty cancellation fees, and that the company requires at least 30 days notice to cancel the contract at the end of the term. Customers are supposedly required to submit the request for cancellation in the form of a certified letter, according to multiple reports. Without sample contracts published by SafeTouch online, these anecdotal reports cannot be substantiated or disproven.

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The Bottom Line

SafeTouch Security has many features that customers would find attractive. Those with an existing security system that is not under a monitoring contract can subscribe to the company's monitoring service. There remains adequate concern about the company's lack of transparency about its contract and odd practice of publishing pricing on its social media pages exclusively for BestCompany.com to suggest caution to customers before entering into a long-term contract without fully understanding the entire contract.

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Star Rating

2.2

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16 Reviews

Review Breakdown

5 grade

19%

4 grade

6%

3 grade

6%

2 grade

6%

1 grade

63%

Sentiment Criteria

Value

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Quality

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Service

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Trustworthiness

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Kuuipo B Middleburg, FL

BEWARE 1st time HOMEOWNERS DO NOT USE THEM!! We have used them for over 10 years and decided to buy a home in another state due to life changes. Well little did I know that when your in Contract NO MATTER WHAT HAPPENS IN LIFE they SAFE TOUCH will still charge you for the monthly service. All they care about is there money and NOT people and what is going on in there lives. They have a statement in the contract that states that pretty much THEY DO NOT CARE ABOUT THE PEOPLE BUT WANT TO TAKE THEIR MONEY!! So if your in contract DO NOT RENEW GET OUT WHEN YOU CAN !!! Safe Touch stated it not there fault I decided to move and I should get in touch with the new owner to get an account with them then I will be released PRETTY SNEAKY cause they want to get the new homeowner and she is military locked in with their contract!! READ RESEARCH OTHER COMPANIES OR INSTALL YOUR OWN!!!

2 months ago

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Nancy O Winter Park, FL

I have had SafeTouch since 2012 with few, if any problems until now. For the last few months, the keypad has an alert that one of the zones is not working, which causes an incessant beeping. The resolution offered was to disconnect that zone until someone could come out. First tech "fixed" wrong zone, second figured out which "zone " was bad. Now my alarm has gone off in the middle of the night, twice, saying that a zone has been "tampered" with. Out of concern for my neighbors, and our sleep, I am not alarming my house. The senior tech that came out today feels that the system is antiquated and needs an "upgrade". He is probably correct, but informed me that the "lifetime" warranty has expired. What I love(d) about Safetouch is the immediate human response. Now I am told that my intercom is "garbled" and I have to be contacted on the phone. I am currently looking at alternatives.

4 months ago

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Nashwan Aldalw Jacksonville, FL

Be Aware!!!!.. Be Aware of this company and find somewhere else that value their customers. All they care about is charge you every month and keep you stuck with contract. Do not worry! They will find tricky ways to keep you pay even your contract end. Very rude managemnt

2 months ago

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Lynda Fitch Satsuma, FL

I have been with SafeTouch since 2006 and they have always been there when I called and took care of my problem right away either by phone or sent a technician out. Replace batteries as needed and when I moved they sent someone out and took the equipment and moved it to my new location. They just recently replaced my panel. I have had a few times that I have had to wait over a week to get someone out. But I would recommend them to all my family and friends.

1 year ago

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Florida Jay Tallahassee, FL

So far so good. Ive had the system for over 2 months. I have not experienced any issues and the peace of mind I get at night while I sleep makes it worth it to me. I wouldn't trust DIY systems as they are targets for burglars and not worth it. I spend $46 a month which includes camera monitoring, my smart home features and some great equipment. ADT has long term contracts as well so while I didn't want to sign 36 months either, I knew for a legit system I would need to regardless with safetouch or elsewhere. Safetouch service has been prompt and effective for me so far!

2 years ago

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Karen W. Oviedo, FL

This company has the worst customer service. I have been trying to get them to shut off my equipment immediately and terminate my service since yesterday. My system has been beeping since Friday. I followed the termination directions given to me. My system still beeps and my account has not been terminated. I have tried calling all of the SafeTouch numbers I could find, to no avail. I just want to terminate my service!!!! And the system continues to beep. I will absolutely recommend to others to NEVER use SafeTouch.

4 months ago

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Joe Hussar Montverde, FL

I installed a new safe touch security system (replacing/upgrading) my previous Safe Touch system. From the time it was installed August 2019, to now end of Sept. , it has not worked correctly. The response from Safe Touch has been worse than bad - they don't care. I spent weeks trying to get them to come out. They did after I finally was able to contact the local (Orlando, FL) office (that required a great deal of effort because Safe Touch makes it almost impossible to contact someone locally) - but the problem resurfaced the day after they left. I finally got a visit scheduled for 10/31 (8am - 10am). No one showed up - I contacted them and was advised the time was now 3pm - impossible because my wife and I could not be here then. I told them it was urgent because we were leaving the country on 11/8. They said they couldn't get here until, maybe, late November. Think about it - "impossible to find time to schedule a maintenance call in the next 7 days?" I was told they couldn't rearrange anything on their schedules because ALL of the other maintenance calls were requested before mine. ….. Is that "customer Care"? "Customer Service" It's a joke.

1 year ago

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Gene V. Stangle Oviedo, FL

Excellent customer service, dependable, and when a monitor would malfunction they were their to fix it the next day. Never a charge for replacing a failed monitor. I recommend Safe Touch to my friends and family.

4 years ago

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B Ra Jacksonville, FL

If I could choose no stars I would. Buyer beware. If you buy the equipment outright, Safetouch will change the master code (they call this their “programming”). This will then prevent you from using the equipment with any other company because they refuse to give the customers the master access code for your own equipment. This is not the code for setting and turning off your system, but another code. No one else can access your system without this code unless you want to go thru a bit of IT witchery and purchase another device to “read” the code. The cost is not $30.00 per month but a bit over $ 40.00

1 year ago

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nome Hernando, FL

I started working with SafeTouch in March 2019 everything was good but unorganized. However I spoke to Management and let them know I was moving and they said it was ok as long as I was in the office by 7 so it was a relief for me to know I wouldn’t be homeless, a week later A new manager Carlos comes in to replace the manager that’s there, I also let him know I was moving and that I was given permission before I wrote a 2,000.00 check for my house, Thursday I was in his office speaking to him about it he said it was fine because someone else travels an hr and 45 min which is a longer drive than mine, and also I was fine because he was told I was a good Technician, Because of his attitude 3 technicians gave their 2 week notice he told me that in his office and asked me if I was leaving I said no I’m not going anywhere I have bills to pay he said ok great I’m gonna make it worth your while and I said ok no problem. While we were standing in the warehouse he asks me if i’m Puerto Rican I said no I’m Italian so he said oh so you don’t speak it, I said no i’m White (Italian) I don’t speak it or understand it, mean while everyone in the office speaks it in front of me making me very uncomfortable ! So Friday goes by and we are off the weekends come monday I was terminated supposedly because I was moving but this new manager who is a US Army Reserve terminated myself and another white Technician and hired another spanish Technician, However I never had a warning for anything at all and I am the first one at the office everyday. I’m thinking I was terminated for being white and not hispanic, because he terminated two white techs for 1 spanish Tech 🤔. At this point I may speak to someone about this, it could be an attorney or it could go to the news.

2 years ago

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Vernon Cline

Having a live person from anywhere in your home to talk to is very reassuring. If you are unable to call for help they can. Within 90 seconds average.

3 years ago

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Ded Baltimore, MD

They were very efficient when it came time to sign the contract or set up the equipment and even worked with me on evenings and weekends. However, when time came for them to come by to replace the low battery in the display or find out why the internet connection was faulty, they only had hours during the work week, which I initially was told they are flexible, plus they try hard as hell to walk you through fixing issues yourself over the phone, instead of sending a technician out. Ummm. what am I paying you people for?? Horrible company.

3 years ago

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linda Orlando, FL

I just bought security cameras that I pay $6.00 a month. It only offers 1000 clips then shuts down til the next month. The clips only last less then 24 hours. I paid 259.00 a piece for them and have called them to complain that they are useless. They have said the cameras are mine now and they really don't care how useless they are. If I want another system I can pay 2300.00 and they will not take my cameras back I am stuck with them.

4 years ago

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Toni Maribelli Homestead, FL

DO NOT USE. Not a trustworthy company. SafeTouch is not a company that tells you the truth. I had asked for one year and wound up with three but wasn’t aware until I called to disconnect. I thought all was good then they billed again. I called and that’s when I found out it was for 3 years.

1 year ago

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Robert Lowry Tampa, FL

Alarm system failed after about 6 months refused to warranty system had to pay for 30 months of a useless system called ADT had new system installed at no charge just pay for monitoring.Safe touch nothing but crooks no way out of contract warranty useless company with no service.

3 years ago

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Roneysa Lima Thomasville, GA

Horrible customer service. VERY shady company. Don't waste your time or money. Go elsewhere!!!!!

3 months ago

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