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:06/20/2023

  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 rejecting this response because:  The response to the complaint is invalid and falsified and cannot be supported by Safe Haven. The technician spent three hours of trouble shooting including the assistance of the manager to resolve any internal issues with the signals from the equipment to my phone without success for text notifications. The technician did have access to my to phone confirming all settings were on accordingly.  Further more, to confirm all settings were on for the Safe Haven App I have proof of receiving a text notification from ADT  to give the technician access to my account in order to troubleshoot the problem, in addtion too, receiving a text notification stating that no further configurations or changes could be made. If the signals for the 'EQUIPMENT" to my phone for "TEXT MESSAGES" was working as Safe Haven states, then any notifications from the equipment signals should have went through to "ALL" notification availability. Safe Haven continues say it is my phone and not a failure of the equipment signals or an internal issue that was unfixable.  The fact remains Safe Haven guaranteed a service for notifications through Email, Text MESSAGING and Screen shots.  The signal for their equipment has failed for text MESSAGES. The last one received was on June 13, 2023, which was the reason for the service call in the first place. The technician did state that there was a Safe Haven internal "pause" to the text notifications which could not be resolved. I stated to the technician that I would not pay for a service that is not working accordingly as it initially did and I would be cancelling the service.

  Safe Haven has failed to provide the services that was guaranteed for all type of notifications available to me. Lastly, I have proof from a video clip with the technician stating when departing  that " it is still not working on our end and that is where the problem is" which will be undisputable. The technician was well aware of the internal problem and made all attempts to resolve the problem without success. Therefore, Safe Haven has no recourse then to back up their 6 month unfixable guarantee.
  
  
  
  ********
  
  ********* ******

  g me with any sort of documentation for the service but, stated there will be correspondence sent to the office??
  
  I contacted Safe Haven customer service to cancel the service under their 6 month unfixable guarantee.
  They threatened me with a 75% cancellation fee and stated that it was my phone which, I can prove it is not my phone in addition too, as stated by the Safe Haven technician. The equipment was working on my phone until it did not and could not be fixed after 3 hours of attempts.
  
  I will not pay a 75% cancellation fee for their faulty equipment. This is fraud under the 6 month guarantee.

  

  Business Response

  Date: 06/21/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Alexander Colato. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and acknowledge the consumer’s concerns.

  After reviewing the complaint, the consumer entered into a thirty-six-month alarm service agreement with Safe Haven for ADT alarm monitoring services. Safe Haven did not find any evidence that would support the alarm services system has malfunctioned or has not been able to submit signals to and from ADT’s alarm monitoring stations that would deem the system inoperable. As an Authorized Dealer, it is Safe Haven’s responsibility to exhaust all efforts to help provide a resolution to the customer’s concerns. In the event Safe Haven finds an error to the system that is caused from factors outside our control, it is the consumer’s responsibility to adhere to the service technician’s advisement or allow troubleshooting steps to occur.

  During the service appointment, the technician contacted his manager in efforts to offer remote troubleshooting. The technician manager noted that multiple attempts were made to walk the customer through troubleshooting, however, the customer would not permit the technician to move forward with steps to help bypass security feature settings on the customer's phone. The technician manager was able to turn on push notifications features from the system and the customer began receiving previous notifications, but then the customer raised concerns over not receiving text messages. The technician manager advised that requires the customer to alter their phone settings to give permissions for specific software to provide different features like text messages, sharing, location, etc., but the customer declined and stated they wanted to cancel.

  Concurrent to the above the technician manager noted each time they began offer resolution options or walk the customer through details of permission settings, the customer would decline and demand to cancel the services. The customer did not allow the technician to complete a professional service assessment or full resolution options to the concerns listed within the complaint. The customer prevented the technician from leaving demanding that he provided something stating the system issues were not due to customer fault. The technician, nor the manager provided the customer with a confirmation that the system had been deemed inoperable or that the issues that were of concern were caused outside the customer’s control.

  Furthermore, the six-month money-back guarantee is an operational guarantee and not a satisfactory guarantee. In order to be eligible to enforce a warranted guarantee, the customer must permit Safe Haven to exhaust all efforts and comply with resolution efforts, including professional advisement given in efforts to troubleshoot. Additionally, the system itself has to be non-functioning or failing to provide monitoring signals to and from ADT’s monitoring stations without any tampering from the customer. In the event the customer tampers with the system and causes system errors or fails to comply with resolution efforts and wants to move forward with terminating the services, the customer would be subject to the contract terms outline for early termination. (See page 5, term 2)

  At this time, Safe Haven is unable to provide a penalty-free cancellation or a partial refund as requested. The customer’s alarm monitoring system is fully operational and submitting signals . The customer has capability to utilize the alarm monitoring services and the issues of concern are setting features that can be updated at the customer's convenience. Safe Haven encourages the customer to contact us directly if they would like to allow our technical support team to help troubleshoot steps on how to walk through their phone setting permissions to allow text messages. Should the customer wish to forego troubleshooting and want to cancel, the customer may contact Safe Haven to fulfill the fees associated with early termination. Safe Haven can be reached M***** ******* ******* * ** ** * ** central time. Thank you for your consideration.

  

  Business Response

  Date: 06/29/2023

  Dear
  Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the rejection submitted.  Safe Haven would like to note, the customer
  has made erroneous allegations in reference to the actions Safe Haven has
  taken. Safe Haven’s response was valid and was not falsified, but supported by
  the terms listed within the alarm services agreement authorized by the customer.
  When the customer signed the contract, they authorized they understood the
  terms listed on pages 6-9, specifically terms titled as, “WARRANTY EXCLUSIONS” and
  “ALARM SYSTEM COMMUNICATION”, and “DELAYS”.
  Furthermore,
  the above-mentioned terms include the customer’s acknowledgement of the dealer not
  being responsible for any trouble in a telephone line, use of non-traditional
  telephone line or service (including but not limited to DSL, ADSL, VoIP,
  digital phone, internet-based phone, cellular, radio, etc.) A customer’s personal
  cellular device notification settings is outside of Safe Haven’s scope and does
  not pertain to the function of the operating system used to provide the alarm
  monitoring services, nor does it permit a customer a penalty-free cancellation.

  Additionally,
  the contract does not mention any guarantees regarding text messages. The
  services include; Customer
  Monitoring Center Signal Receiving and Notification Service for Burglary,
  Manual Fire and Manual Police Emergency. ADT Interactive Solution Services
  includes; Web Access, Supplementary Email Notifications. The information outlined
  above can be found on page 3 in the upper left-hand corner under “Services to be
  Provided”. The money-back guarantee the customer is specific to operations of
  the alarm monitoring services detailed above. Additional conditions preventing the normal
  system operations cannot be caused by the customer (e.g., internet/ cellular
  services) and if the customer is responsible for providing sufficient internet
  capabilities and unable to do so, they would be ineligible to enforce a service
  guarantee for money back or a penalty-free cancellation.

  At this
  time, Safe Haven is unable to provide a penalty-free cancellation or a partial
  refund as requested. The customer’s alarm monitoring system is fully
  operational and submitting signals to and from the alarm monitoring stations. Should
  the customer wish to forego troubleshooting and want to cancel, the customer
  may contact Safe Haven to fulfill the fees associated with early termination.
  Safe Haven can be reached ****** ******* ******* * ** ** * ** central time.
  Thank you for your consideration.

• Initial Complaint

  Date:06/19/2023

  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 am rejecting this response because:

  even in their response they say the representative of ADT and that they do not do the monitoring, so why should I pay them 1600 dollars to cancel the ADT monitoring service.? I bought all equipment from safe haven. And ADT policy is if I cancel within a certain time there is not a charge which is broken down on their website. But safe haven says I had only 3 days to cancellation after signing agreement and the equipment was not working properly until 2 months later after several techs had come out and replaced and worked on the system. So how could I actually get a sense of the services when the equipment and system wasn’t able to do the job when contract was signed. ????
  
  
  ********
  
  ******** ****

  

  Business Response

  Date: 06/20/2023

  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 consumer’s experience. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and acknowledge the consumer’s concerns.
  After reviewing the complaint, the consumer entered into a thirty-six-month alarm service agreement with Safe Haven for ADT alarm services. Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or the collection of necessary documents required to be authorized by the customer. All customers are allowed to review the terms of the agreement during and after the installation. It is the consumer’s responsibility and discretion to review any legal documentation provided to them that requires their signature authentication agreeing to terms and conditions included, specifically, the thirty-six months.

  Concurrent to the above, Safe Haven has attached the documents authenticated by the customer that were signed with electronic and handwritten signatures. Safe Haven utilizes electronic signature through the use of DocuSign in addition to handwritten signatures. Within the copy of the electronic contract, time stamp and date analytics reflect when the customer received, reviewed, and signed the contract. Additionally, Safe Haven provides a three-day right of rescission period for all customers to exercise if chosen. The “Notice of Cancellation” document provides detailed steps on how a customer may enforce said right when chosen. When the customer authenticated his signature, he authorized that he understood and read the thirty-six-month term and the right of rescission period.
    Furthermore, Safe Haven does not bill for the monthly monitoring services. As an authorized dealer, Safe Haven is licensed to sell and install the equipment that allows the customer to utilize the alarm services. Safe Haven’s responsibility is to install and help assist with servicing the equipment under the warranty terms. In the event the customer has any monthly monitoring or billing concerns, the customer would need to direct them towards ADT, and it would be at ADT’s discretion to provide any compensation refunds.
  At this time, Safe Haven is unable to provide any refunds to the customer. Safe Haven has serviced the customer’s system and provided resolution to their system concerns. Should the customer have any additional system related concerns, we encourage the customer to contact our customer service department to schedule a service appointment.  Our customer service department can be reached ****** ******* ******* * ** ** * ** ******* **** ** ************* ** *** ***** *** ******** ** ****** ** ******* * ****** **** *** ***** ******** ******* ** ***** ** ******************************** Thank you for your consideration.

  

  Business Response

  Date: 06/29/2023

  Dear Better
  Business Bureau,

  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection submission. It is Safe Haven’s main intention
  to ensure the customer’s comprehension on this matter. As an Authorized Dealer,
  Safe Haven is responsible for keeping the account in good standing as well as
  to service the equipment installed within the residence. Safe Haven has
  jurisdiction over the contract terms for the first thirteen months and then the
  account transfers under ADT solely. Safe Haven understands this may cause some confusion;
  however, the contract terms are provided to the customer upfront and at their
  discretion to review. Within the contract, the terms of the early termination are
  outlined specifically and can be found on page 5, term 2. The term states the
  following,

          “
  I AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
  RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
  TERMINATE THIS CONTRACT      DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
  THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
  (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
  AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”

  Furthermore,
  should a customer want to terminate the services within the first thirteen
  months of the service agreement, it would fall under Safe Haven’s responsibility to enforce and collect early termination fees. The customer authenticates that they read and understood the designated time period to utilize their right to cancel upfront penalty-free during the installation in the same way, the contract outlines a designates early termination fees should the customer want to terminate the services before the full term if fulfilled. 

  At
  this time, the contract terms stand. Safe Haven did not received a cancellation request during the allotted time frame for the customer to be eligible for a penalty-free cancellation. Should the customer have any additional
  system related concerns, we encourage the customer to contact our customer
  service department to schedule a service appointment. Our customer service
  department can be reached ****** ******* ******* * ** ** * ** ******* **** ** ************. In the event the customer is unable to utilize a phone, they may
  reach customer service by email at ******************************** Thank you
  for your consideration.

• Initial Complaint

  Date:06/16/2023

  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.

  I have attempted be cordial with Safe Haven as I have been having issues since the beginning. I got it installed beginning of January and on February 18, 2023 My Garage camera would still not connect at all. The technician came about 3-4 times and he and his manager said it was not going to work. I called ADT 2/18 and they said since it wasn’t going to work due to my TMO Internet not compatible then I qualified for cancellation with No ETF due to the 6 month money back guarantee. The technician said he would attempt again to which I allowed him to and he said unfortunately it wasn’t able to. All the times he came down he did not write down any notes on my account that he came or anything. I had some issues that I needed to handle after that I ended up calling in May to cancel since ADT(spoke to multiple ADT reps and they all said the same thing) said I qualified with no etf just to call and let Safe Haven know. Safe Haven has been super unprofessional including Safe Haven calling ADT liars, telling me to just change internet service, and all the reps refused to transfer me to a manager even after asking about 10 times with one rep directly. After calling back and forth more than 10 times I finally got a callback 6/16 from a manager and she said to call ADT and ask them to put a code that said no chargeback that way I wouldn’t be charged an ETF. Called ADT and the girl confirmed she put the code which that gets sent to Safe Haven so I don’t get charged, she gave me a confirmation #. I asked her for written document and she transferred me on a 3way call with Safe Haven where the guy began saying I was still going to get charged and he kept interrupting me while I was still talking and hung up in the middle of me speaking.

  

  Business Response

  Date: 06/29/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint by ******* ******. Safe Haven 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 any and all frustrations the customer has endured throughout this matter. After reviewing the account, the customer entered into a thirty-six (36) month agreement with Safe Haven for alarm monitoring services on January 4,2023.

  After further investigation of the allegations made by the customer, Safe Haven did not find any evidence that there was any improper information provided to the customer regarding the terms of the agreement initiated with Safe Haven. Safe Haven requires all of our customers to review the work order prior to the installation appointment, in addition to the contract at the time of the installation. It is the consumer’s responsibility and discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions included, specifically, for the terms and conditions of the alarm monitoring service agreement.

  Additionally, Safe Haven utilized electronic signature through the use of DocuSign to authenticate the customer’s signature acknowledging the terms of the agreement. When the customer signed the contract, she authorized she understood the terms listed on pages 5-8, specifically terms “8. INSTALLATION”, “WARRANTY EXCLUSIONS”, and “18. ALARM SYSTEM COMMUNICATION.” Within the above-mentioned terms, the customer authorizes that they are responsible for providing compatible Internet connectivity. If the alarm system is unable to acquire, transmit or maintain an alarm signal over the designated communication mode (internet) for any reason and Safe Haven determines that the communication mode is or later becomes non-compatible, or requires the customer to use an alternate mode of communication to connect the alarm system to the alarm monitoring it does not permit the customer a penalty-free cancellation.

  Furthermore, Safe Haven provides a three-day right of rescission period for all customers as well as the Notice of Cancellation document that outlines the steps to exercise this right to cancel penalty free if chosen. Safe Haven performed the initial installation on January 4,2023, and did not receive any communication from the customer until May 2023. It was at the customer’s discretion to use the rescission period during the allotted time frame upfront when she was informed of the necessary requirements for the function of the supplemental automation devices, but failed to do so.

  In last, Safe Haven, nor ADT have any record of the alleged communication attempts stated within the customer’s complaint contacting either organization or within the designated time period eligible for a penalty-free cancellation. Safe Haven contacted ADT regarding their communication history with the customer in reference to the six-month money-back guarantee allegations and advised the customer was instructed that  in order for her to qualify for such, Safe Haven would have needed to have been permitted to conduct at minimum three (3) service calls for service issues non-related to internet communication or supplemental devices. The customer has had zero service calls noted on the account, and was advised by Safe Haven similarly. Additionally, conditions preventing the normal system operations cannot be caused by the customer and if the customer is responsible for providing sufficient internet capabilities and unable to do so, she would be ineligible to enforce a service guarantee for  money back or a penalty-free cancellation.

  At this time, Safe Haven is unable to waive the early termination fees. The customer has failed to provide any supporting documentation to validate the allegations formed within the complaint or that comply with the terms of the guarantee. Both organizations have advised the customer that she failed to enforce her right of rescission or qualify for the money-back service guarantee. The account is currently pending cancellation and the cancellation is set to process on July 5,2023. Once the cancellation has processed, the customer will be subject to the early termination fees outlined on page 5, term 2. Safe Haven encourages the customer to contact us directly at ************ Monday through Friday, 8 AM to 7 PM to make arrangements for the remaining balance left on the account. Should the customer wish to forego fulfilling the owed balance, she will be subject to further collection efforts. Thank you for your time.

• Initial Complaint

  Date:06/09/2023

  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 ********* and find that this resolution is satisfactory to me.  They sent the new contract and the rate has been corrected! I appreciate their timely response and honoring their contract! 
  
  
  
  ********
  
  ***** ***** (and likely trying to stick them with the $199 install fee as well).

  

  Business Response

  Date: 06/15/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response submitted by ***** *****. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. Our customer support division has been in communication with the customer regarding rate dispute of the agreed  in efforts to provide a resolution to suffice the customers wishes.

  
   Additionally, Safe Haven would like to note that the rate variation stemmed from one of our third parties promoting a rate that is no longer publicly advertised. We are working diligently with the customer to ensure a new contract is written to reflect the monthly rate of $59.99. Once this is signed by the customer, we will update our internal records to reflect the same. At this time, Safe Haven would like to thank the customer for their patience and understanding while we work towards finalizing the confirmed resolution efforts above. We appreciate the customer allowing Safe Haven the opportunity to rectify this matter and thank them for their time.

  

  Business Response

  Date: 06/16/2023

  Good afternoon,
  
   
  
  Please attach the verbal resolution confirmation recording to the complaint. It would not permit the upload.
  
   
  
  ***** *** ** ********
  
  ********
  
   

• Initial Complaint

  Date:06/07/2023

  Type:Product 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 rejecting this response because:
  
  
  
  Regards,
  
  
  
  ***** ********

  

  Business Response

  Date: 06/08/2023

  Dear Better
  Business Bureau
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted 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 customer has expressed and would
  like the opportunity to acknowledge the consumer’s concerns.After
  reviewing the account, the consumer entered into a thirty-six (36) month
  agreement with Safe Haven Security for ADT alarm monitoring services. Within this
  agreement, service warranties are outlined and explicitly detailed on page 6
  under term 9 (LIMITED WARRANTY) and term 10, (EXTENDED LIMITED WARRANTY/QUALITY
  SERVICE PLAN (QSP).  These terms identify
  the time line in which service fees are at no cost to the consumer (the first
  90 days) and the fees assessed ( $59) when requiring a service visit any time after
  that designated time period.

  Additionally,
  the consumer’s 90-day time period was concluded in November of 2022. When the
  consumer contacted Safe Haven on January 19, 2023 and June 7,2023, they were
  subject to the applicable services fees that were authorized and agreed upon
  within the contract terms. Unfortunately, Safe Haven cannot speak for
  conversation had with ADT, however, Safe Haven is following the contract terms
  the customer agreed to. In the event ADT has advised the consumer that they do
  not have to pay the standard service fee, they may fulfill the service fee payment
  and request reimbursement from ADT directly to honor.

  At
  this time, Safe Haven has not found any evidence supporting the customer’s allegations
  of charging erroneous services fees or that the customer is eligible of a
  refund.  The warranty terms for the services
  provided by Safe Haven were outlined for the customer’s review and have been
  upheld by Safe Haven consistently. Safe Haven encourages the customer to
  contact us directly at ************ in the event they have any further questions
  or concerns regarding their service agreement and the terms included. Thank you
  for your review.

• Initial Complaint

  Date:06/06/2023

  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.

  We got ADT in May of last year, and we’ve had a significant amount of problems with their equipment. Within the first 2 months the doorbell camera would never work, the fire alarm would go off sporadically & in the middle of the night, the door/window sensors never worked either. We called so many times to have our stuff fixed since we pay for it and they would replace it with products that STILL didn’t work. They then started to try and charge us $60+ to have it fixed, like??? When we tried to cancel our services with them they told us we had to pay $1500+, which is absolutely ridiculous because we called so many times to get them to fix their equipment and the issue was never solved. We still had a faulty doorbell camera that only worked every so often, the fire alarm still goes off in the middle of the night and nothing works. If they’re gonna charge us for services, we’d at least like the stuff to work but it never has. ADT is a scam & they’re money hungry.

  

  Business Response

  Date: 06/06/2023

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  **** ***** ********
  *** * **** ***
  ***** ****** ***** ** *****
  ***** ********
  ****** ******* **** ** ** *** ******* ********

  

  Business Response

  Date: 06/09/2023

  Dear Better
  Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by Haley Partner in association with
  account listed under Griffin Partner. 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 customer has expressed and would like the opportunity
  to acknowledge the consumer’s concerns. After reviewing the account, the
  consumer entered into a thirty-six (36) month agreement with Safe Haven
  Security for ADT alarm monitoring services. Within this agreement, service
  warranties are outlined and explicitly detailed on page 6 under term 9 (LIMITED
  WARRANTY) and term 10, (EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP).
  These terms identify the time line in which service fees are at no cost to the
  consumer (the first 90 days) and the fees assessed ( $59) when requiring a
  service visit any time after that designated time period.
  
  Concurrent to the above, the contract also details termination fees assessed in
  the event a customer decides to terminate services before the fulfillment of
  the 36-month agreement. The “IMPORTANT TERMS AND CONDITIONS” of the contract
  can be found on page 5, specifically term 2 regarding early termination fees.
  All terms were provided upfront for the customer to review at their own
  discretion. In the event the customer objected to any of those terms, a
  recission period was outlined for the customer to exercise their right to cancel
  penalty-free, however, the customer failed to do so.

  
  At this
  time, Safe Haven has not found any evidence supporting the customer’s
  allegations of charging erroneous services fees or that the customer is
  eligible for a penalty-free cancellation. The warranty terms for the equipment
  provided by Safe Haven were outlined for the customer’s review and were upheld
  by Safe Haven consistently. Safe Haven attempted to contact the customer from
  July of 2022 up until March of 2023 to advise of the account delinquency and
  status. Once the account terminated for non-payment, the account was no longer
  eligible to be reinstated or eligible for servicing. The customer will need to
  direct any further communication regarding the account balance to our
  collection agency to settle the balance left remaining on the account due to the
  early termination for non-payment. Thank you for your review.