Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  August 24 ,2023 is when we got 2 cameras and fire alarm , window breaker , and iq panel and door sensors installed . The iq panel battery died later that evening we called had another technician come out August 24,2023 he replaced batteries and check transformer and left with Iq panel on and functioning . Hours later panel battery was dead it was the weekend so we had to wait till Tuesday August 29, 2023 for another technician to come out he replaced IQ panel and ran diagnostic which said low power voltage . So he went upstairs and took apart our wireless converter popping it off forcefully which scraped the converter cover took receptors off the panel broke one and the rest was still attach barley and not functionin properly . He then disconnected wires from it and said they needed to be separated . contact builder after he had already took wires off and broke receptors . We had our builder rep out said that they couldn’t fix it because safe haven took it apart and damaged it warranty voided . So I proceeded to call safe haven keep getting the run around . That same technician came and uninstalled the cameras sensors and fir alarm and panel . Then they sent another technician out after i complained how they left the converter who cut more wires on it that were connected together like they were suppose to stay .And then went downstairs and connected our old Iq panel on and made sure it had power and left . I contacted technician manager he stated how they don’t work on wireless converters or how it looks fine to them and a couple wires hanging out is where the panel and keyboard goes . Which was never were a keyboard or panel connected all wires were in the wireless converter neatly and functional . They also stated that whoever we get for security next should fix it . Which I said was absurd so they sending another technician out to look at the damage however they already stated that they can’t fix it . So nothing is getting fixed just more destroyed .

  

  Business Response

  Date: 09/08/2023

  Dear Better Business Bureau,

  I’m writing on behalf of Safe Haven
  Security Services, LLC ( “Safe Haven”) in response to the complaint formed against Safe Haven Security Services,
  LLC ( Safe Haven). Safe Haven takes the customer's allegations of damage to their home seriously and, as a
  result, we have thoroughly investigated this matter. Although Safe Haven has been
  unable to find any evidence to support the allegations made, we have gone above and beyond to address the customer's concerns.
                 
  In an effort to resolve this matter and because Safe Haven aims for a high
  level of customer satisfaction, Safe Haven sent technician management to the residence to assess damage claims on September 1, 2023. During the visit, Safe Haven's technician management advised the wire damage in question was prewire for an exisiting system that was already within the home. Per the service agreement, Safe Haven is not liable for the function of any equipment that was preexisting. In the event a customer opts out of continuing the alarm services, Safe Haven is permitted to remove the equipment that was installed. Shoulld the removal of our devices impact any preexisting equipment, it would be under the customer's sole responsibility to acquire assistance from the original equipment provider, not Safe Haven.

  After thorough assessment of the equipment damage allegations, Safe Haven is unable to services the preexisting keypad or assist with any power resource for its functioning. Safe Haven was unable to find any damage caused by our service technicians and received confirmation from the customer on September 8, 2023 the preexisting system was still providing alerts of which door was being opened. At this time, Safe Haven is unable to replace any devices for the customer, as the customer does not have our equipment or services within her residence.

   

  Thank you for your consideration.
  
  Sincerely,

  Safe Haven Security Services

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request a supervisor or Manager contact me about my issue as I have called 3 times with sub par responses to my issues. We signed up for *** SERVICES in April not knowing that they were subcontracted out to SafeHaven. The techs all had *** gear on and  told us that we were receiving *** equipment.
  Our issue is now with the doorbell that was installed. The doorbell is an "Alarm.com Slim Line II" doorbell.
  The doorbell that we have had has had issues with connectivity and it does not pick up Motion in front of our door as it is supposed to. Persons have left packages, we have had trespassers make it all the way to our door step without motion being detected. We have already had a technician come out to our home to address this doorbell and we are still having the same issue. We were advised that the issues is not our internet connectivity, everything is connected fine, but it is the DOORBELL itself. This is brand new equipment and is clearly not up to the quality and safety standards that are acceptable and has left the front of our home vulnerable. We have had trespassers on our property within the range of this doorbell and it has not picked them up.
  . Safehaven is putting my home at risk. Furthermore, I was told I would be charged for the tech visit and this issue has been ongoing since our equipment was installed. We have already reached out to agents who have been extremely rude and only mentioned that we signed a contract. Our home is not being monitored and we are in danger dealing with this company

  

  Business Response

  Date: 09/06/2023

  Dear Better Business Bureau,

  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made ****** *** ******* Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with Safe Haven. Safe Haven takes the customer’s allegations of equipment malfunction seriously, and, as a result we have investigated the account thoroughly. Although Safe Haven strongly denies the customer’s allegations, we are hopeful that we are able to resolve this matter quickly.

  Respectfully, throughout our investigation, Safe Haven has not identified any evidence to substantiate the customer’s allegations of Safe Haven failing to monitor the customer’s residence. Safe Haven is an Authorized Dealer of ***, licensed to sell and install *** monitoring services. Safe Haven does not have oversight of the monitoring services. The customer’s complaint letter alleges that Safe Haven is “putting [her] home at risk, the home is not being monitored, and [she] is in danger dealing with [Safe Haven]”. The evidence does not substantiate these allegations for several reasons.

  First, the customer did not have the required internet capabilities to support the level of monitoring when services were initiated. As a consumer, it is the customer’s responsibility to provide the required internet capabilities for the functionality of the designated monitoring levels installed.  This information is disclosed within the Alarm Services Contract in addition to the customer’s acknowledgement. As you can see, the allegations of the system failing to work from the moment it was installed, was not caused by Safe Haven, but by *** ******** failure to provide the proper internet compatibility.

  Second, the customer alleged the home was not being monitored. This is false, the customer’s residence has signals being sent to and from ***’s monitoring stations. The customer has the ability to arm and disarm the system, and receive alerts to help protect the perimeter of the home. Safe Haven has not put the customer in danger, nor are we preventing the customer from receiving the monitoring services.
  Third, the doorbell camera is a supplemental device. As mentioned above, it requires the proper internet capabilities for the functionality of the device. Safe Haven spoke with the customer as recent as 9/1/2023 during a service trip to analyze the device in question, and replace it with a different camera.
   
  At this time, Safe Haven has not received any further communication from the customer. Safe Haven aims for a high level of customer satisfaction and has made several attempts at providing alternative resolutions for *** ******* In an effort to resolve this matter, Safe Haven visited the customer’s residence, conducted a full diagnostic of the system, and replaced the doorbell camera in question. Safe Haven is committed to providing its customers with the best possible support, and held the same standard for *** ******** account. We are happy we could resolve this matter for the customer and kindly request the customer contact us directly should she have any additional concerns. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time at *************

  
  Thank you for your consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an agent show up to my house and prorate me for a system without telling me there would be a contract involved. On installment day the technician came out to install the system and said I needed to sign a contract or he couldn’t leave, soon realizing they had lied to me. I signed the contract for him to leave and immediately called ADT to cancel the service as it was within the three day cancellation period. They had somebody come remove the equipment and they were suppose to have removed my card from the file. At the end of the month I still got a charge from them even though I’m not using their system nor have their equipment in my house. I called three times being ping ponged back and fourth from ADT to Safe Haven, and finally an agent stayed on the phone with me while we talked to another agent who said she had removed my card from the file and taken me out of the system and I should receive a letter in the mail within 30 days saying it was cancelled. Here we are end of July beginning of August and they’re charging me again. I do not want this service, I do not want my name in their system, I do not want my card on file. They’re obviously an immoral business to continue to steal money from people after they clearly had another agent tell them to take my card and name off file. I want to be refunded the two months of payments that I am owed. I want my name and card information removed from their database.

  

  Business Response

  Date: 08/27/2023

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  ***** ********
  Please
  forward this on to the correct company.

  

  Business Response

  Date: 08/29/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the *** ******* complaint. We understand the customer has some concerns regarding billing refunds and cancellation procedures, however, Safe Haven does not have oversight on ADT’s billing and cancellation processes. Based on the information detailed in the complaint, we would kindly request that the complaint be redirected towards ADT corporate to address the details pertaining to the cancellation concerns and assisting the customer with his billing refund request. We apologize for any inconvenience this may have caused, and we appreciate your time.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** **********the May payment, I am canceled. This seems like a very odd system that when someone makes a payment to the company, the company receives it, but it is not accurately credited to a certain invoice, and then someone is canceled. The issue is not payment received but user error in not clicking the correct invoice through their portal.
  This business practice is unfair. Most businesses will credit your account and show you any balance due after making any payment. The balance due is a running tally of an amount, not a list of boxes you did not check when making a payment.
  After speaking with one of their collection agents from Safe Haven, who was sympathetic, I did not receive any favorable actions toward not canceling the policy.
  I request that Safe Haven honor the payments that have been paid and not penalize me for not applying my money to their finicky system.

  

  Business Response

  Date: 08/31/2023

  Dear Better Business Bureau,
  
  Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with Safe Haven. After reviewing the customer's complaint, we would like to clarify any confusion regarding any billing concerns.
  
  Mr. Valladares was provided individual invoices that corresponded to the months each was to be paid for. Safe Haven sent emails, letters, and made calls attempts outlining the outstanding invoice to be paid, and the final date for the amount to be paid in full before termination. Unfortunately, when Mr. Valladares paid all current invoices instead of bringing the lease current invoice (May) current, it reflected an invoice being more than 90 days delinquent, which caused the account to default.
  
  As a courtesy, Safe Haven has spoken with Mr. Valladares and explained each bill must be paid within the designated month it is issued if he is not set up on automatic billing. Safe Haven has offered to reinstate the account under the condition *** ********** brought the past due balance current, and retract any additional complaint submissions issued that he has referenced to Safe Haven directly.
  
  In an effort to provide excellent customer service, Safe Haven has scheduled a service appointment to reinstate the account beginning on September 5,2023. At that time, *** ********** has been advised should he want to pay additional amounts in advance, our Accounts Receivable team will be setting up the payment method on file for automatic-payments, and contacting him to collect additional payments he would like to make. We thank the customer for reaching out and allowing Safe Haven to provide him with a satisfactory resolution.
  
  Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC