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:07/04/2023

  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 was contacted by **** ******** shortly after moving into my new house about purchasing ADT. I agreed on the phone to a service member coming by to do an installation. Right after the call I did some research on the company and found some horror stories, which were clearly prescient, of experiences with the company. I then proceeded to immediately text him, with an excuse of my fridge being broken (since that did indeed happen that day) saying that I want my appointment canceled. He did not respond to my text. I then proceeded to call him multiple times but he did not return my call. I then called the ************ line to cancel the appointment and was told his manager would speak to me but that never happened.
  
  I then sent the email attached below. Someone did end up reaching out to me and told me that the appointment was already canceled, even though no one confirmed that with me. Just now I noticed on 7/4/23 that I had a charge of $99 from ADT SAFE HAVEN SECURITY even though I attempted numerous times to cancel the appointment and indeed was told that it was canceled.
  
  Not a single person from ADT ever entered my house, and I did not speak to anyone in person from ADT. I would be prepared to take the stand saying that. I'm already dealing with enough bills right now as a new homeowner that I do not want to deal with getting robbed in such a transparent way.

  

  Business Response

  Date: 07/12/2023

  Dear
  Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by ****** ********. We sincerely apologize for
  the inconvenience cause by the automated billing error that occurred prior to
  the customer’s cancellation of the installation. We deeply regret any
  frustration this may have cause the customer, as we strive for an excellent
  customer experience.

  Prior to
  receiving the complaint through the Better Business Bureau, Safe Haven was
  provided notice from the customer on July 4, 2023, through email of the billing
  that was processed in error. We understand this was an oversight on our part,
  and we take full responsibility for that error. Please be assured that Safe
  Haven took immediate steps to rectify this situation.

  Safe Haven
  is pleased to inform the Better Business Bureau that a refund was generated on
  July 5, 2023, and credited back to the original payment method utilized. Safe
  Haven would like to issue additional apologies for any delay in processing the
  refund. We value customer satisfaction, and we want to ensure that all the
  concerns have been addressed. We kindly invite the customer to contact us at
  their earliest convenience should they have any further questions or concerns.
  Furthermore, we appreciate the customer's patience and understanding through this process
  and thank them for their time.

• Initial Complaint

  Date:06/28/2023

  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.

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. It does say in the subsection that dealer will not be liable for any property damage they cause. Because of this I have no legal standing in this matter so i will accept it. However that is terrible that a large company would purposefully damage private property then write in their contract they are not responsible for damage they create.
  
  
  
  ********
  
  ******* *******

  

  Business Response

  Date: 07/05/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******* *******. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed, and we would like the opportunity to address the concerns raised by the customer to provide clarification on this matter.

  As stated in the complaint, the damages in question were made in order for the customer to obtain the services initially sought out. In efforts to honor the customer’s cancellation request, when equipment was removed from the residence, holes created to initiate the services were left during the removal process. Safe Haven followed the designated rescission guidelines outlined in the agreement similarly to the terms detailed in section 8 (“INSTALLATION”), specifically subsections(C) and (H). Subsection C confirms the customer acknowledged, the installation would require drilling into various walls and other parts of their premises and  subsection (H) states the following, “Dealer, will not be liable for property damage…that may result from the installation services;”.

  According to the terms mentioned above, Safe Haven is not obligated to repair the damages in questions as those damages are a result from the installation that now appear due to the removal of the equipment. We have honored these terms above similarly to the terms outlined in Notice of Cancellation document, specifically used by the complainant. We understand that the customer may be dissatisfied with this outcome, but it is important to note that Safe Haven has acted in accordance with the agreed-upon terms and conditions. Furthermore, we regret any inconvenience this has caused the customer, but we firmly believe our actions have been in compliance with the terms of the agreement. Safe Haven appreciates your consideration and thanks you for your time.

• Initial Complaint

  Date:06/26/2023

  Type:Billing 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 ADT install my security system on 5/14/22 by the pushy sales rep/installer, ******* ******* ********* He also told me that they would come out and reinstall the sensors on my new windows at no charge because I told him I was having all new windows installed and of course that was another lie. I have contacted ADT and they told me I have to contact Safe Haven and then they tell me I have to contact ADT so it sounds to me like there is nobody to help me. And the salesperson told me I would save 17% on my homeowners insurance which is not even close to true, After the new windows were installed on August 31, 2022, I contacted ADT and not Safe Haven and they didn't tell me I was supposed to contact Safe Haven. Plus I didn't know I was supposed to contact Safe Haven. ADT told there would be a charge even though I was promised there would not be and sent me out some magnetic blocks and double sided tape that didn't look like what was installed. I tried to reinstall the sensors but would get alarms and tamper alarms on windows that were not being touched and the smoke alarm would frequently go off when someone was cooking and when no one was. When I call ADT for help they never said I need to call Safe Haven, but they would always place me on hold for over 30 mins and I would hang up. I spoke to someone last week who said she cancelled my autopay and transferred me again to try and cancel service which I have tried many times but always get placed on a long hold and never get offered a call back. Again I have not turned on the system since December because of all the false alarms. I would like the service canceled with no early termination fees and to be credited for service that has not been used since December 2022.

  

  Business Response

  Date: 07/03/2023

  Dear Better
  Business Bureau,
  Please accept this as Safe Haven Security
  Services, LLC's (“Safe Haven”) formal response to the complaint issued. We
  would like to request that this complaint be redirected to the appropriate organization responsible for addressing the concerns
  listed. Safe Haven has not been to the complainant's residence since the
  installation in May 2022, nor have we assessed any fees to the customer since. Safe Haven would like to note, that
  we do not have authorization over ADT monitoring, billing, or cancellations, and any concerns
  regarding such would need to be addressed by ADT Corporate.
  
  We are committed to resolving any issues that may
  arise and want to make sure that this is directed to the appropriate location to ensure the complainant's concerns are
  addressed and resolved in a timely manner. If you require any further information or assistance, please
  feel free to reach out to us at your convenience. Thank you for your attention to this matter and your prompt
  action in redirecting this complaint to the correct organization.
  
  Respectfully,
  
  ******** ******
  ********** *******
  **** ***** ******** ********* ***