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:05/09/2023

  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.

  [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,
  
  
  
  ****** *****

  

  Business Response

  Date: 05/09/2023

  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 with us. Safe Haven has contacted the consumer
  to extend our apologies for all frustrations the consumer has expressed and have
  initiated an internal investigation regarding the actions described. We thank
  the consumer for taking the time to explain their experience so that Safe Haven
  can take the necessary steps to investigate this event. Thank you for your
  time. 

• Initial Complaint

  Date:05/04/2023

  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.

  We bought this security system 6 months ago and was told the system had a warranty and we wouldn’t be charged if there was any issues. A month ago our back door sensor went out. So we called ADT and was on the phone for 2 hours for them to tell me the sensor is bad and try and charge me $60 for a tech to come out and replace the sensor!! They lied about the sensor being under warranty and are getting their money by charging for a tech when they can just send me the sensor!!! I’m paying monthly for a broken service and they are trying to charge me to fix it!

  

  Business Response

  Date: 05/03/2023

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

  

  Business Response

  Date: 05/08/2023

  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 sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has expressed and acknowledge the
  consumer’s concerns. Since being notified of the customer’s complaint, Safe
  Haven’s Builder Division attempted to contact the customer at the primary
  number listed on the account on May 6th,2023, but have not received
  a return call. Safe Haven encourages the customer to contact their personal concierge
  at their earliest convenience so that we may help provide resolution to their
  complaint concerns. Thank you for your time.

• Initial Complaint

  Date:05/02/2023

  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.

  still waiting on my "free" doorbell and they are billing my debit card despite not fulfilling their contract. They lie
  and tell you that there is no contract and you can cancel anytime but they want a 75% early termination fee.
  
  I want to cancel my order. ASAP

  

  Business Response

  Date: 05/04/2023

  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 with us. Safe Haven
  would like to extend our apologies for all frustrations the customer has
  endured throughout this matter.
  After reviewing the customer’s complaint, Safe Haven would
  like the opportunity to acknowledge and address the concerns listed within the
  complaint. *** ***** authenticated his electronic signature on a thirty-six-month
  agreement with Safe Haven for the alarm services agreement with ADT. When *** ***** authenticated his signature, he utilized the security encrypted 4-digit
  pin code known only to him to place his electronic signature. Safe Haven allows
  all of our customers to review the terms of the agreement immediately once the signature
  is verified. In the event there are any discrepancies found, the customer may utilize
  their customary rescission period to enforce a penalty-free cancellation if
  chosen. When *** ***** completed his signature, he confirmed that he authorized
  and understood the terms
  and conditions of the agreement, specifically the term length and cancellation
  conditions.
  Additionally, Safe Haven would like to thank the consumer
  for their patience and understanding while we work towards resolving their
  concerns. Safe Haven has spoken with *** ***** and have scheduled a return trip
  = to install the remaining doorbell camera included in the sales package
  promotion. We appreciate the customer’s time and thank the Better Business
  Bureau for all Safe Haven to help provide the customer with a resolution to the
  complaint. Thank you for your consideration.

• Initial Complaint

  Date:05/01/2023

  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.

  When trying to contact them every person I talk to gives me the run around. I called to change billing and had to call adt directly. Somehow adt had two cards on file and can’t seem to understand use this card when told specifically. Then when calling safe haven it was really hard to get ahold of someone then they were rude to me about billing and stated they won’t help me with it. I don’t understand why I’m being billed twice and it seems like they can take out whatever they want out of my account. Maybe if people were not so rude so we can figure out why and it can get resolved. But straight refusing to help is definitely not the way to go. It feels as if I’m being robbed with no one to help me. I want to know why I’m being charged over the contract amount and someone to help me fix it. If they can’t help I want to know about cancellation help because I can’t be getting robbed of money out of my account.
  
  
  So when I had my equipment installed the technician stated to my husband, my roommate and myself that when I get my new doors call and no charge to move sensors. When I called I was told I would be charged for this, then explaining what I was told the lady was even more rude and refused by saying I would be charged. I would like to have a company who stands behind what they say they are going to do and come back out without charge for two sensors.

  

  Business Response

  Date: 05/08/2023

  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 is an Authorized Dealer of ADT, licensed to sell and install ADT monitoring services. As per the contract terms, Safe Haven does not have any jurisdiction over monthly monitoring or monthly billing. Safe Haven most recently advised the customer the information above on May 1,2023 with an early termination fee quote upon the customer's request. A copy of the quote has been attached for your review. Should the customer have any concerns regarding system servicing fees, Safe Haven encourages the consumer to review page 7, term 10. "EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)". This term discloses the rate in which fees are assessed when a customer requires servicing excluded from the QSP in relation to the labor rate for each service call being at the discretion of the dealer ( 'Safe Haven').At this time, Safe Haven ask that the Better Business Bureau redirect/ reiterate the information above regarding the isolated billing complaint to the company that assessed the fees detailed within the complaint concerns. The company responsible for the "127 dollars" in questions is listed below, thank you  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 all frustrations the customer has
  expressed and appreciate the opportunity to acknowledge and address the customer's concerns.The customer may contact Safe Haven at ************ if she would like to move forward with scheduling a service appointment with the associated fees. Should the customer wish to forego scheduling and want to terminate the services, she would be subject to the contract terms. 

• Initial Complaint

  Date:04/28/2023

  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.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  I asked specifically about my 2 cameras being refunded for $349 each. I was advised they would both be refunded. I only received a credit for $377.79- this would only be for 1 camera. I understand that ******** provides a credit to equipment, but I still have door/window sensors that total well above that credit amount that is provided. I would like the compensation for both cameras. 2 cameras were taken and 2 cameras should be refunded. I would like a return phone call to discuss. 
  Regards,
  
  ******* *******-******aid $1610.76 up front for the equipment and $64.94 for this first month of service (total of $1675.70). ****** advised that only a manager can cancel and account and that he will put in a ticket to have someone reach out to me.
  I sent ****** reminder emails on 4/26 and 4/27-no response. I called him on 4/28 and sent another reminder email. 4/28, Houston- the manager- called and advised that had I called 1 day prior I could have gotten a refund. Since I am past the 4 day grace period, my only option to cancel is to pay additional Early Termination fees. I advised that if the tech would have shown up for install on 4/24, I would have called then to cancel. It’s not my fault the tech didn’t show up. I cannot be dissatisfied with equipment/services that I don’t have installed yet. If they are going to hold customers to a 4 day return policy, then they need to ensure that all services are installed within this time frame. He was unwilling to provide a viable solution.

  

  Business Response

  Date: 05/03/2023

  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 with us. Safe Haven would like to extend our
  apologies for all frustrations the customer has endured throughout this matter.
  Safe Haven would like to thank the consumer for allowing Safe Haven to remove
  the cameras installed currently at the residence. Safe Haven will be
  downgrading the services package and providing two months’ worth of additional
  compensation to the customer for her experience. Safe Haven would like to issue
  additional gratitude to the Better Business Bureau for bringing this matter to
  our attention and allowing us to provide the customer with a satisfactory
  resolution.

  

  Business Response

  Date: 05/09/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Safe Haven issued the consumer the correct amount of refund in addition to the$119.98 for two months’ worth of services. An itemized invoice has been attached for your review. Safe Haven would like it noted that the customer was only charged for one (1) camera and was refunded for it on May 5,2023. At this time, there is no further action required by Safe Haven as we have acknowledged and addressed the concerns of the complaint. Thank you for your time. 
  
  

• Initial Complaint

  Date:04/28/2023

  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 were solicited to have safe haven to install free equipment which included everything that was suppose to be free and the only thing we purchase was out door camera over the garage and everything else was considered free equipment. Going over the contract we had three days to resend. The three days was used up by the technician due to him putting the door bell in last and it did not work and he stated that he needed to get a part and it would take three weeks for the part to arrive. We could not get in contact with anyone to inform them that we were not satisfied with the services. We called a couple of times and emailed with this three day resend. We could not get Nathan to call us back he is the person who solicited us. He did not respond. All our efforts to stop this was ignored. The technician came out on a appointment that we did not make he made the appt. and did not verify that with us. Why would we schedule a appt when we would be out of town. He was very rude. We set a date but he did not arrive, but he came three days later unannounced he brought the part in, and according to his body language he know the part would not work. The technician called home office and then stated that the part would not work and that I would have to get a electrician and I would have to buy another chime system. At this point I felt like he should have installed the door bell in first, and the technician did not install our door bell back on. We did decided that we no longer wanted the equipment. We would like to cancel the services and ADT has already agreed to cancel the services. We would like to cancel services with Safe Haven, and come get the equipment.

  

  Business Response

  Date: 04/28/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Kevin ****. 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 with us. After reviewing the complaint, Safe Haven did not find any evidence that supported the customer was refused the ability to terminate his services. Mr. ****’s account is currently pending cancellation and is set to complete on May 10, 2023.
  In response to the details of Mr. ****’s complaint, Safe Haven addressed Mr. ****’s allegations on several occasions. Mr. **** has issued request through mediation platforms from ADT’s Presidential cases and through his own legal representation. The consumer has been advised he is not eligible for a penalty-free cancellation, but may cancel his account with the associated fees. Mr. **** entered into a thirty-six (36) month term alarm service agreement on September 23, 2022. Within the contract, the “Important Terms and Conditions” discloses the consumer’s responsibilities for providing sufficient internet capabilities within the warranty terms outlined on page 7.  The early termination terms can be found on page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. A copy of the contract has been attached for reference.

   Furthermore, Mr. ****’s home was not wired to support a doorbell camera. Safe Haven advised Mr. **** the same day of the installation we would have to utilize alternative devices. The customer also spoke with Safe Haven in length about the contract with our customer support team the same day the installation occurred. The consumer had the ability to terminate the services within the rescission period and could exercise at their own free will.  Safe Haven would like it noted that we did not fail to complete the services agreed upon for the home. The customer’s home was not compatible with the equipment Safe Haven provided. In the event a customer is advised the equipment is not compatible with their residence, Safe Haven will provide the customer with the steps needed to ensure the electrical/ internet services required for the function of the device are sufficient. Should a consumer refuse to do so, Safe Haven will allow the consumer to downgrade services/ swap for compatible equipment.
  
  Additionally, Safe Haven would like to note the installation occurred on 9/23/2022 and a return trip was scheduled for 10/10/2022. Mr. **** failed to be present for the return trip scheduled for 10/10, further prolonging Safe Haven’s ability to provide alternative options for the doorbell camera. Prior to that,
  Mr. **** had a copy of the contract in his possession during the rescission period. At any point during the rescission period, Mr. **** could have enforced his right to cancel penalty-free and failed to do so.
  Lastly, Safe Haven spoke with the customer on December 15th,2022 and attempted to provide resolution efforts. Safe Haven informed Mr. **** he would need to hire an electrician to install the appropriate wiring and replace the high voltage doorbell unit in order to support the functionality of the doorbell camera. Safe Haven’s resolution efforts and advisement were disregarded because the consumer was adamant about being awarded a penalty-free termination.  Safe Haven did not find any evidence supporting the allegations in reference to the contract being stolen. The consumer entered into a thirty six (36) month agreement with Safe Haven for ADT alarm service monitoring. Safe Haven provided all of the necessary documents to Mr. **** to review at his own discretion. At any point during the rescission period, Mr. **** could have enforced his right to cancel penalty-free and failed to do so. The account in question is pending cancellation and is subject to the contract terms. Safe Haven encourages the consumer to contact us directly to make arrangements for the balance to avoid potential collections. Safe Haven can be reached Monday-Friday, 8 AM- 7 PM central time. Thank you for your consideration.
  
   
  
   
  

• Initial Complaint

  Date:04/21/2023

  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 hired ADT in October of 2022. They said my monthly bill will be $65. You are forced to sign the contact over the phone. Then the technician comes to your home and you find out its Safe Haven, not ADT. They say you owe them $4K. My system has not worked since the day it's been installed. I have had 5 technicians come to my home, 6 if you include the original installation. As of today 3.17.23 ADT will not let me cancel because they say I am breaking the contract that I signed. Its the other way around, ADT / Safe Haven broke the contract that I signed because their equipment does not work. If the equipment worked, I wouldn't be trying to cancel. I want a security system but I want one that works.
  My main reason for wanting to cancel with no penalties to me is because I physically had someone try to break into my garage. I punched in my panic code and yet ADT never called me nor did the police show up. When I called the police, they said since ADT dispatched them they didn't take it seriously because that is how many false alarms they have. I was told by the police next time, I need to physically call 911 in order for police to come. This completely voids the purpose of having this system. The only reason why I wanted ADT was so that I can punch in a distress code and nobody but myself and ADT knows that I did that when in turns allows ADT to call the police so I don't have too.
  I have been very polite, I have had HOURS on phone calls, visits to my home, emails, text messages and yet they refuse to help me or stand behind their product. I have had to take 5 vacations days that I should have spent with my family so that I can be home for a technician to "try" to fix the issues. ADT says the burglar system needs to be inoperable in order for me to cancel, The definition of inoperable is, "not able to be suitably operated on". Well my system does not work properly and yet I am expected to pay them every month? I need help, please help me!

  

  Business Response

  Date: 04/24/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Lindsay Hall. 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 with us. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and would like the opportunity to acknowledge and address the consumer’s concerns. After reviewing the account, the consumer entered into a thirty-six (36) month agreement with Safe Haven for ADT alarm monitoring services on October 10, 2022. Safe Haven would like it noted that the consumer did not enter into a contract over the phone, nor was she forcibly required to enter into a contract over the phone. Safe Haven conducts a verbal authorization recording from the consumer prior to the installation in order to build the account and ensure the customer agrees for Safe Haven to access their credit. Within the consumer’s verbal authorization recording, the sales representative distinguishes the different between Safe Haven and ADT by referencing ADT by name and discussing documents the consumer may direct towards ADT following Safe Haven’s licensing team email delivery. The communication captured not only disproves the consumer was not forced, but was also clear she was not speaking with ADT directly.
  First and foremost, Safe Haven only utilizes electronic contracts with security encrypted signature authentication. This consumer did not sign a contract until a technician installed services at the residence on October 10, 2022. Safe Haven allows all of our customers to review the contract at the time of the installation when the consumer authenticates. The consumer is also provided the contract instantaneously from the moment it’s authenticated with their signature through their designated email address. Once received, the consumer enters a 4-digit code only known to them to enter into the electronic document provided to them at the installation.  When the consumer was provided the document, she authorized that she read and understood the terms of the agreement. As a consumer, it is their responsibility and discretion to review the terms and conditions, specifically, those provided by Safe Haven.
  Additionally, page 6 discloses terms that govern the requirements to be upheld by the consumer in addition to safe haven. The terms in reference to the concerns listed within consumer’s complaint state the following,
  “8. INSTALLATION. The equipment that Dealer installs under this Contract may be new or refurbished. In order for Dealer to install and service the equipment listed on this Contract, I agree that: … (E) I will pay for and provide compatible Internet connectivity, if applicable;”
  11. WARRANTY EXCLUSIONS. THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (E) loss or disruption of Internet connectivity;
  18. ALARM SYSTEM COMMUNICATION. I authorize Dealer to request service from a telephone, wireless or other communication carrier under this contract (referred to as “Telephone Company”) to transmit signals between My alarm system and Dealer’s alarm monitoring. The Telephone Company’s liability is limited to the same extent as Dealer’s liability in Paragraph 5 of this contract. Dealer will not receive alarm signals when the communication mode is not operating or has been cut, interfered with or is otherwise damaged, or if the alarm system is unable to acquire, transmit or maintain an alarm signal over My communication mode for any reason. If Dealer determines in its sole discretion that My communication mode is or later becomes non-compatible, or if I change to another communication mode that is not compatible, then Dealer requires that I use an alternate mode of communication acceptable to Dealer as the method to connect the alarm system to Dealer’s alarm monitoring. “
  
  Concurrent to the above, Safe Haven provides supplementary devices (e.g., doorbell cameras) with different features that connect with the operating system of the alarm monitoring services. Supplementary devices do not prevent the alarm monitoring services from operating or interrupt ADT’s ability to receive signals to and from the ADT monitoring stations, but they do require sufficient internet connectivity for their standard operating functions. Each consumer is responsible for obtaining compatible internet connectivity sources in order for the function of supplementary devices. In the event a consumer is unable to do so, Safe Haven is not liable for features that are interrupted by the lack of internet connectivity within the residence and are not able to be deemed inoperable.
  Secondly, Safe Haven was notified by ADT on October 13, 2022, that the consumer had advised them the following,
  “My technician came out to install, then came back out a few days later to reset the signals? Now I can't view my doorbell camera. There are times where I can but most of the time it times out saying sorry we're having trouble.”
  Safe Haven attempted to contact the consumer on 12 separate occasions from October 24, 2022, through November 11, 2022, without any follow-up communication from the consumer. The consumer confirmed on November 14, 2022, to permit Safe Haven to return to her residence on January 10, 2023. Due to the length of time, Safe Haven sent an additional Quality Assurance email to the consumer on November 28, 2022, to check on the status of her account and operating function of her system. Safe Haven did not receive any return communication from the consumer, so three additional contact attempts were made through December following the quality assurance email on November 28, 2022. The consumer responded to Safe Haven on December 20, 2022, and requested to be service on January 3,2023.
  Moreover, Safe Haven’s service technician contacted the consumer prior to the arrival to confirm the 8 AM appointment time. A few minutes later, the consumer sent a text advising they would need to reschedule the appointment to January 10, 2023. During the service appointment, the consumer advised the doorbell wouldn’t always show video and would sometimes have a long delay between when the camera would trigger a detection. The signal strength of the cameras was between 88 and 92 percent and after the technician checked the signal strength several times, he had the consumer power cycle the modem and router and the signal strength went up to 96 percent. Safe Haven’s technician confirmed the doorbell camera was functioning and that the consumer had full visibility of the camera prior to leaving the residence.

  Furthermore, Safe Haven received an additional inquiry from the consumer over 30 days later on February 24, 2023, advising that her doorbell camera was not recording individuals entering and leaving her residence. A service appointment was scheduled and completed the following day. During the visit, the technician advised the consumer the delay they were experiencing could be due to the Wi-Fi and advised her of purchasing an eero device to help boost the signal. The technician changed out the doorbell and changed and a door contract before leaving the residence.
  In last, Safe Haven returned to the residence a third time on March 3,2023, after the consumer notified ADT about police dispatch and mentioned continuous issues with not receiving notices from the doorbell cameras. A Safe Haven technician verified all settings on the camera to ensure the consumer received notification when the distress button was hit and when the camera detected motion. Following the visit, the consumer contact Safe Haven on 3/9/2023 and requested to terminate the services penalty-free. Safe Haven advised the consumer the cameras had not been deemed inoperable nor caused an interruption of the monitoring services to be eligible for a penalty-free release. Safe Haven’s technician manager also made additional attempts to provide resolution to the consumer’s concerns and all were either declined or not acknowledged. At this time, the contract terms stand. Safe Haven did not find evidence to support the consumer's claims of being forced into the contract, that five service visits occurred or that there is any supporting evidence reflecting that the consumer's operating system should be deemed inoperable. If the consumer would like to terminate services, she would be subject to the contract terms as internet connectivity and the function of supplemental devices are under the responsibility of the consumer, not Safe Haven.

• Initial Complaint

  Date:04/21/2023

  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 had ADT and security installed in October and in December my back camera quit working and when I called them they sent out a tech and charged me $63 because their first tech had not installed it properly. Now here we are and my alarm system won’t set when I’m away. I’ve talked to them once and they tried to fix it over the phone. I came home again today and now it’s still not working again and now they want to charge me again to come out and fix something that’s wrong with their equipment. I don’t feel I should have to pay for their equipment that doesn’t work. I would like to have the stuff out of my house or at least have my contract voided with them because they are terrible business people and I feel I’m paying for something that doesn’t even work.

  

  Business Response

  Date: 04/29/2023

  Dear Better
  Business Bureau,

            Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by Kimberly Driscoll.  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 with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has expressed and acknowledge the consumer’s
  concerns.
            After
  reviewing the account, Safe Haven contacted the consumer by phone and email
  regarding the concerns listed in the complaint to offer a service appointment
  with fees waived.  On April 28, 2023, Safe Haven left a voice message requesting
  the opportunity to schedule a service to assess what additional steps would be needed
  to provide a resolution. The consumer returned Safe Haven’s call and advised she
  needed to apologize because the complaint was misdirected towards Safe Haven instead of ADT.The consumer advised she was able to conclude that the system
  was disarming via Bluetooth when she approached her residence and that she no
  longer needed any other assistance at this time.
              Safe Haven would like to thank the consumer
  for providing clarity to Safe Haven on this matter. We appreciate the consumer
  confirming this matter has been resolved and that she is satisfied with the
  function of the system. Thank you for your review.