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:08/19/2023

  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 purchased a home security service and parts through Safe Haven who assured me that this was an *** service and that one year after contract start, the contract would be transferred over to *** and that replacement parts would be sent by *** themselves. What they failed to mention was that *** does not officially use the same parts officially, and therefore do not stock batteries or other replacement items. Since I am no longer under Safe Haven I cannot ask them to send replacement batteries. I am being charged for *** services on a product that *** cannot back and therefore I have no security coverage during the time there is no power to my device. I would like a refund on the months I did not have coverage and to cancel my remaining contract. Either that or replace it with an *** accredited item.

  

  Business Response

  Date: 08/23/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We understand the customer has some concerns regarding alarm services and the equipment, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. The 36-month agreement was established in September 2021 and Safe Haven has not had any communication with the customer since June 2022.
  
  Based on the information detailed in the complaint, Safe Haven does not have any records supporting the allegations listed within the complaint pertaining to replacement parts or batteries. The customer can find disclosures regarding battery replacement under the responsibility of the customer on page 7 under “WARRANTY EXCLUSIONS”, and page 8 under “BATTERY-POWERED WIRELESS DEVICES”. Both terms explicitly advised the customer is their sole responsibility to replace batteries.
   
  Unfortunately, due to the amount of time that has occurred since Safe Haven’s last interaction with the customer, it would suggest the customer’s concerns have been inaccurately directed towards Safe Haven. As such, we would kindly request that the complaint be redirected towards *** corporate to address the details pertaining to the recent battery concerns and billing credits the customer has expressed. We appreciate your time and thank you for your consideration.

   

  Sincerely,
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:08/16/2023

  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.

  Safe Haven came to my home and installed my ordered equipment in November of 2022. While testing the equipment out, the CO monitor upstairs would not stop alarming. The technician removed the device and said he did not have another to replace it. He would have someone else come out and install the device at a later date. We are going on 10 months without this device now. Since, I have contacted *** and Safe Haven many times (10+). *** responded to tell me that my contract was through an independent company called Safe Haven and gave me a link to contact them. Safe Haven has given zero responses. Their finance team has had no problem contacting me multiple times about non-payment though. Why would I continue paying for the service when I have not been given all of my paid for devices? I have not activated this system since month one due to this issue. Even then, it was only activated once or twice. I either want my money back and these devices removed or I want my device installed and the slate wiped clean. Despite having a great product and friendly installers, I would not recommend this company to anyone secondary to the poor customer service. Once I signed on the line, customer service seemed nonexistent.

  

  Business Response

  Date: 08/25/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by *** *****. We sincerely apologize for any inconvenience caused over this matter. We deeply regret any frustration this may have caused the customer, as we strive for an excellent customer experience and failed to so for this customer. However, based on a thorough review of the accounts records, Safe Haven has been unable to locate any records to support the allegations in reference to any missing/ owed equipment, or any records of call attempts notifying Safe Haven of his concerns prior to the Better Business Bureau complaint.
  Nevertheless, in an effort to provide resolution to this matter, Safe Haven will adjust the balance of the early termination fee due. (Which *** ****** is obligated to pay under Section 2 of the Alarm Services Contract).  In efforts to repair the relationship, Safe Haven has adjusted the early termination fee in the amount equivalent to the value of a carbon monoxide detector ($219). Safe Haven values customer satisfaction, and we understand our decision may be unfavorable, but the account termination stands. *** ****** was contacted on several occasions regarding the delinquent balance and did not provide any return communication, or notify Safe Haven of any equipment concerns. Safe Haven is unable to reactivate services, as *** ****** was capable of utilizing the monitoring services that were being provided by ADT.
  
  We kindly invite the customer to contact us at their earliest convenience to settle the account balance before it is forwarded to collections. Once again, we appreciate the customer's patience and understanding through this process and thank them for their time.
  
  Sincerely,
  
  Safe Haven Security Services, LLC