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:08/03/2023

  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 Salesman presented incorrect/disingenuous information regarding the following:
  
  - Repeatedly stated that a Discount of " at least" 15% would apply to my Home owners insurance. I could even expect a refund check on the amount already paid in escrow. Salesman actually calculated the savings on calculator and stated the first 6 months of the cost of ADT coverage would be paid for by the discount. This was incorrect by a wide margin. The "discount" was less than 1% of the cost of insurance. A far cry from hundres promised by Safe Haven salesman. Salesman presented a digital photo of the discount percentage on his mobile device as if this was fact. This was false.
  
  -Salesman presented as if he was sent by my Homeowners Insurance provider. After speaking with my insurer, this was false.
  
  -When I asked to have 48 hours to consider this install, salesman stated that for liability reasons the install needed to happen now. This was false, as this salesman was not actually a representative of my homeowners insurer.
  
  When these concerns were brought to the Safe Haven Customer Service line, the representative had no concern for this and stated that the considerable ( over $1,200 USD) cancellation fee could not be waved at all. I was given no options to escalate the issue and the phone staff seemed determined to stonewall a paying customer with legitmate concerns.
  
  Safe Haven seems to promote and protect predatory sales tactics. I simply wish to cancel my service without a $1,200 charge, now that recognize the dishonesty.

  

  Business Response

  Date: 08/04/2023

  Dear Better Business Bureau,
  
  Thank you for bringing the customer's concerns to our attention. We understand the customer's concerns regarding information allegedly provided by their sales representative, and would like to assure the Better Business Bureau that our company takes the details of this complaint seriously. Safe Haven Security Services, LLC (Safe Haven) will be investigating this matter internally, and will make every effort to acknowledge and address the customer’s concerns.
  

  Safe Haven
  understands the importance of allowing customers to review the contract terms
  in detail, therefore, we provide a customary rescission period outlined within
  the service agreement. Please note that.Safe Haven provides a three-day right of rescission period for all customers, as outlined within the Notice of Cancellation document included with the contract
  documents. The Notice of Cancellation document provides detailed instructions for a customer to
  exercise their right to cancel penalty-free if chosen. In the event the customer does not agree to the terms written within the bounds of the agreement, it is at their discretion to utilize their rescission period within explicit time frame alotted.
  
  In efforts to investigate this matter thoroughly, Safe Haven kindly ask the customer to allow us additional time to investigate this complaint internally. Once we have concluded our investigation, Safe Haven will reach out to the customer by August 11, 2023. We apologize for any inconvenience caused and appreciate your understanding in this matter.
  
  Sincerely,
  
  Safe Haven Security Services, LLC