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:04/21/2023

  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:
  
  Regards,
  
  ***** *****

  

  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 ***** ***** in association with the Safe Haven account listed under ****** *****.  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 acknowledge the consumer’s concerns and address the allegations made within the complaint.

  First and foremost, Safe Haven provides all consumers with the opportunity to review the terms of the agreement during and after it is entered into. This consumer authorized a 36-month agreement with Safe Haven on February 5,2022. 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 consumer when services were obtained.

  Additionally, consumer was provided the contract instantaneously from the moment it was authenticated with their electronic signature through their designated email address. The consumer was provided a legal document that required their authorization to have read and understood the terms included. As a consumer, it is their responsibility to review the terms and conditions of the agreement at their discretion, specifically, the terms governing early termination (see page 5, terms 2 “EARLY TERMINATION OF THIS CONTRACT”).
  Secondly, Safe Haven has attached the courtesy exceptions available to the consumer at that time outlining amended terms for the consumer to utilize in order to avoid penalties. Not only did Safe Haven send explicit details outlining whom their new buyers should contact, but most importantly (in relation to the complaint) who not to contact. The details of the amended terms further disprove any statements mentioned within the initial complaint of the consumer being unaware of whom their buyers were to be referred to.

  Furthermore, the additional equipment purchases the consumer referenced is a separate transaction through a financing platform Safe Haven has no authorization over. A consumer may keep, relocate or dispose of equipment previously purchased at their own discretion. Safe Haven does not provide credit or provide any refunds or returns of used equipment after the designated rescission period referenced on page 10 of the contract.

  In last, Safe Haven made multiple attempts to assist the consumer beginning on September 1, 2022, until the account was turned over to an outside agency on October 24, 2022. The consumer agreed to fulfill 36-months of monitoring services prior to any amended terms were offered and authorized they understood early termination fees would be assessed in the event they breached the contract. Safe Haven provided courtesy relocation options in addition to the contract that the consumer failed to abide by which resulted in the owed balances the consumer has sent a complaint on.

   At this time, the balance of the agreement and the additional equipment purchased by the consumer or valid and not eligible for a refund.  The consumer was not advised a credit or refund would be given for used equipment purchased through the financing platform, nor did Safe Haven imply the new homeowners could obtain services through any outlet in order to prevent the original account holder being subject to the early termination fees. The status of the consumer’s account balance and collections status stand. Moving forward, Safe Haven encourages the consumer to contract the outside agency to make arrangements for the balances due.

• Initial Complaint

  Date:04/20/2023

  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.

  Alarm continues to go off with no apparent fire. Being told off issues with placements of devices. Would like them to take responsibility for the issue with no charge for service's.

  

  Business Response

  Date: 04/20/2023

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

  

  Business Response

  Date: 04/20/2023

  
  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s formal response to the complaint made by Mr. ****** on behalf of the account associated with the account holder, ******* ******. Safe Haven has not been notified of any services issues since the last service trip to the residence on February 1,2023. Safe Haven’s customer support team will contact the customer to schedule a service appointment with the associate fees. Safe Haven encourages the customer to contact Safe Haven at ************, Monday- Friday 8 AM to 7 PM central time at their convenience for any service request. They may also contact us by email at c******************************* ***** *** *** **** **************

• Initial Complaint

  Date:04/20/2023

  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.

  Complaint: ********

   I am rejecting this response because:  Safe haven told me their calls are recorded if this is the case that would contradict them telling me they are aware ADT did it and would assist me their response is untruthful

  
  Regards,
  
  
  
  ******* *****

  lose your contract in two more weeks so we're not going to help anymore."
  Safe Haven admits their customers get defrauded by ADT via their own contracts and they allow it to happen. Someone from ADT stole my account and Safe Haven gets a kickback for it. Now again, this is their employees on their "recorded calls" so proving any of this is very easy.

  

  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 ******* *****. 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 allegations made, Safe Haven did not find any evidence supporting the allegations in reference to the contract being stolen. The consumer entered into a twenty-four (24) month agreement with Safe Haven for ADT alarm monitoring services on February 10, 2021.

  Additionally, the contract gives a full disclosure on the first page of the agreement outlining the terms of ADT’s acceptance of the contract. The information is located underneath the section titled, “AUTHORIZED DEALER IS NOT AN AGENT OF ADT”. Safe Haven would like to extend our apologies for all the confusion and frustrations this matter may have caused the consumer. Safe Haven has acknowledged the consumer’s concerns and encourage the consumer to communicate with ADT directly to ensure their concerns are addressed. Unfortunately, Safe Haven does not have any say over ADT’s actions and the consumer would need to direct their inquiry to ADT. A member of our builder concierge team will be reaching out to the consumer directly to provide any additional assistance within our capacity to do so. Thank you for your consideration.

  

  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 rejection. Safe Haven has acknowledged the customer’s concerns,
  stated the facts of the contract terms authorized by the consumer and explained
  the details of the terms to emphasize the actions that have been taken are well
  within the authorized terms. At this time Safe Haven has acknowledged the
  details outlined within the agreement to help provide clarity regarding the
  allegations made against ADT that are well within their right as the contract
  holder. Should the consumer have any additional questions, he will need to
  address them to ADT. 

  Customer Answer

  Date: 04/30/2023

  Complaint: ********
  
  I am rejecting this response because:   You informed me you are aware this happens. You told me this happens
  all the time with you and one of your employees said this is common. I
  am accusing you and ADT of ripping off customers. I am prepared to go
  farther than you are. Do not tell me you know this happens and then tuck
  and run. I was defrauded and I was your customer and you didn't help
  me. I am not dropping this. You are part of this and again, I am not
  dropping this. I am accusing you of fraud. Period. You lied to me over
  and over on the phone. I can prove every time we spoke with call logs.
  You're getting called out for lying.  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/18/2023

  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.

  Feb 2 2023 signed up for "free" installation of ADT security. Door to door salesman talked me into it. I told him I don't use computers and I'm an old woman. It didn't sound like there were any risks so I agreed. No talk of the contract. I absolutely hate it and they won't break the 3 yr contract unless I pay $1,000. Fee. Scammers!

  

  Business Response

  Date: 04/19/2023

  Dear Better Business Bureau,  Please
  accept this as Safe Haven Security’s 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 customer’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 account, the
  customer entered into a thirty-six (36) month agreement with Safe Haven for ADT
  monitoring services on February 4,2023.  First
  and foremost, Safe Haven allows all of our customers to review the terms of the
  contract at the time of installation and after, specifically the length of
  terms for the agreement. Safe Haven did not find any evidence that there was
  any improper conduct when the necessary documents were collected at the installation
  and prior.  Safe Haven It is the
  consumer’s responsibility and discretion to review any legal documentation
  provided and received additional confirmation from the consumer verbally. Safe
  Haven utilizes electronic signature to capture the consumer’s authorization on
  to the electronic document. When the consumer signs the contract, they are
  presented an electronic document on a mobile tablet with the technician. This
  information is authorized by the consumer inputting a four-digit code sent to
  them through their designated email address to authenticate an electronic
  signature. Safe Haven also collects a work order prior to the installation in
  order to authorize the equipment to be installed and a summary of the services
  and terms being installed. When both documents were signed, the consumer authorized
  she read, understood and agreed to the terms within both.                                                                       Secondly,
  each document records time stamp and date analytics of when the consumer received,
  reviewed, and signed each. As a consumer, it is under their responsibility and
  discretion to review any legal document provided to them that requires their
  authorization in writing. The consumer was informed prior to the installation of
  the thirty-six-month agreement and further authorized she understood those
  terms when she completed not one, but two written documents that disclosed them.                                   Additionally,
  Safe Haven provided a three-day right of rescission period for the consumer to
  exercise utilizing the Notice of Cancellation document. The document referenced,
  outlines the steps to exercise the right to cancel penalty-free within a designated
  recission period. Safe Haven did not receive any objection to the contract or
  the terms of the agreement until over two months past the rescission period on April
  18, 2023. Page 5 section 2 titled as, “EARLY TERMINATION
  OF THIS CONTRACT” states,

            “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                 INITIAL 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.”   At
  this time, Safe Haven is unable to release the consumer from the contract penalty-
  free. Safe Haven provided the consumer all of the necessary information upfront
  outlining the terms of the agreement in detail. The consumer was also provided
  a rescission period to exercise a penalty-free cancellation and failed to do
  so. Should the customer wish to move forward with her cancellation request, she
  will be subject to 75% of the remaining balance of the contract. If the
  customer has any additional questions, we encourage her to contact Safe Haven. Thank
  you for your consideration.

• Initial Complaint

  Date:04/18/2023

  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.

  Safe Haven are scammers. I had issues since I installed the equipment. First of all, when the technician came onsite the original date of installation 2/25/23, ****. He did not explain the company has a video clip limit. 2 weeks into my contract, week of 3/13/23. I noticed my clips (video capture) stop working. I called many time and no one was able to help restore my clips. I had one tech come to my home, ******, He said I would have to wait until my month refreshed to acquire more clips. I called customer support and my concierge, **** ******. No one helped until I called again and asked to escalate to a m***ger. This was when ****** the tech support m***ger called me at night, remoted into my system, calibrated my cameras and acquired approval to add more clips until 3/25/23. He assured me this clip issue would not occur again. That week I called many times and spoke to ******, ******, ********, *****, ****** and ******. They said this has never occurred prior. This is false because I called ADT corporate and they mentioned that the clip issue I was experiencing is a known issue. ****** the tech supervisor was the only tech that help.
  Now on 4/13/23, I experienced the same issue. I received an alert that I was 90% of my clip usage and by the end of the night. I was out of clips.
  I called ****** and he said he didn't know how to help me because he did all he could. ****** was going to request an increase on my clips again from his m***ger. He was unsuccessful. On Monday, 4/17/23, I spoke to ***** from tech support and he told me the issue I was experiencing is not a technical issue but a customer service issue. He explained customer service had the authority to increase my clips. This clip limit issue is not my fault because I live in a new construction area and contractors are always around my property which caused the many alerts. This ultimately cause my clips to go to 100% usage. Ive spoken to ***, ****** and customer service supervisor. No one can help me. I am seeking a full refund of all my equipment and what I have paid so far.

  

  Business Response

  Date: 04/19/2023

  Dear Better Business Bureau, Please
  accept this as Safe Haven Security’s 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 customer’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 account, the
  customer entered into a thirty-six (36) month agreement with Safe Haven for ADT
  monitoring services on February 25, 2023.
  First
  and foremost, Safe Haven has not “scammed” or withheld any important information
  from the consumer. Safe Haven has been forthcoming with all terms of the
  agreement and addressed all of the consumer’s concerns when notified. Safe
  Haven was notified on March 14, 2023 that the consumer had filled up the clip
  limitation for camera clip images. Safe Haven went to the consumer’s residence the
  following day (March 15, 2023) to recalibrate the consumer’s cameras, set up
  recording rules and confirmed the camera’s operations were functioning
  properly.
       Concurrent
  to the above, Safe Haven received a notice from the consumer regarding the
  system failing to trigger the smoke detectors and carbon monoxide sensors when
  the home experienced severe smoke. Safe Haven’s technical support team contacted
  the customer to troubleshoot the system and provide resolution, but the customer
  advised the suggestions the support tech offered had already been done. Safe
  Haven does not advertise 24/7 recording capability, nor do we advertise
  unlimited clip storage. The customer advised she was previously advised of clip
  limitations and that once clips had exceeded the limits they would reset at the
  beginning of each month. The consumer advised the support agent that he would
  be unable to resolve her concerns and that she would reach out to her representative
  for additional resolution efforts.
       Secondly,
  Safe Haven offered a temporary resolution fix by providing the consumer an
  additional expansion clip package (5,000 additional clips) for the remainder of
  the month at no cost on March 17, 2023. The consumer was advised if she wanted
  to continue the expansion pack after months’ end, she could add it back for an
  additional four dollars. The consumer requested to purchase an additional
  indoor camera  on March 28, 2023, thus
  further increasing the amount of clips being utilized on a monthly basis. The
  consumer contacted Safe Haven on April 13th advising she had filled 90%
  of her clips due to construction workers triggering the motions behind her
  house. Safe Haven offered to return to her residence to adjust the sensitivity of
  the motions to avoid the camera being set off by the motion activity behind her
  home.
       In last,
  Safe Haven’s local technician manager returned to the residence today to address
  the consumer’s concerns and offer resolution aid. During the visit, the
  consumer refused to allow Safe Haven to alter the recording settings from being
  triggered so frequently to avoid clip usage being filled. Safe Haven attempted
  to advise the consumer that cameras are functioning under their intended
  purpose and that Safe Haven cannot control outside elements like the
  contractors causing motion in the back triggering recordings. Safe Haven advised
  if she did not want to allow recording settings to be altered or allow the
  position of the camera to be relocated, she could purchase the expansion pack because
  Safe Haven would be unable to extend the use of the expansion pack at no cost for
  an additional month. The consumer refused to utilize any of the resolution
  options and at this time is not eligible for a refund.
       After
  reviewing the account, Safe Haven has gone above and beyond to not only address
  the consumer’s concerns, but offer courtesy services and resolution options to
  ensure the consumer’s experience. Safe Haven’s system has been operational and
  has not been deemed inoperable. The source causing the consumer’s clips
  limitations to be surpassed is a variable outside of Safe Haven’s scope. At
  this time, if the consumer would like to terminate the services, she would be
  subject to cancellation terms. Should the consumer wish to forego her cancellation
  request, she may contact Safe Haven to schedule a service appointment to either
  reposition the camera, alter the recording rules or request to upgrade to an
  expansion clip package. Safe Haven can be reached Monday through Friday, 8 AM
  to 7 PM central time. Thank you for your consideration. 

• Initial Complaint

  Date:04/17/2023

  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.

  My wife and I recently purchased a home. The home is considered a "smart home", equipped with security system capability. The builder of our home has a contract with Safe Haven Securities, LLC, who in turn sub contracts out security equipment installations to ADT. After about a month of living in the home, and one month into our subscription with ADT, we had started to receive very suspicious (hand written) mail from an ADT representative located in the region, who was attempting to access our personal information as it relates to the ownership of our home. It took numerous attempts to reach ADT regarding the matter, to find out why one of their reps was contacting us. We ultimately decided the lack of support from ADT, was cause for termination of their services. Eventually, we cancelled and were subsequently contacted by a representative at Safe Haven, who threatened us with a $750 termination fee. We reluctantly decided to re activate our services, and continue with the monthly obligation. Nothing came of our request to re activate, no effort by Safe Haven, and nothing from ADT. Rather, approximately 60+ days passed, when we received an email stating, "Safe Haven has been unsuccessful in contacting you, so our account is being referred to a 3rd party debt collection agency". At no point since our request to re activate have any letter correspondence, emails, or phone calls come through regarding this matter. I have not received a bill, statement or similar as to who, or where to pay. Safe Haven blatantly ignored our request, and made zero attempt to contact me regarding a resolution. Rather than process the re activation both ADT and Safe Haven chose to pursue a termination fee instead. Per the letter of the law, I have not received any notice of collection, or debt being due. If a resolution cannot be found, I will plan on taking this company to court, on the ground of lack of notification to the debtor, of an account balance being due.

  

  Business Response

  Date: 04/18/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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 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 ADT monitoring services on October 6, 2022. Safe Haven allows all of our customers to review the terms of the contract at the time of installation and after, specifically terms relating to early termination of the contract.
  After further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that Safe Haven failed to contact the consumer or communicate the outlined terms surrounding early termination fees that the consumer already acknowledged understanding. Safe Haven contacted the consumer with an advisory email and phone call on February 28,2023 regarding the status of the account. Safe Haven connected the customer to ADT so that he could issue a reinstatement request. Safe Haven made follow up calls in March of 2022 ( March 13 and March 14)to verify whether the consumer’s reinstatement occurred.
  Additionally, Safe Haven does not have authorization over the monitoring services. As an Authorized Dealer, Safe Haven is permitted to assist consumers as a concierge to ADT, but we do not have authorization over their actions. It is under a consumer’s discretion to ensure their services are active and reinstated in the event they choose to retract a previous cancellation request. In the event a cancellation processes, the consumer is still subject to the terms of the agreement.
  Safe Haven encourages the consumer to direct this complaint to ADT, due to their failure to reactivate the services per the consumer’s request on February 28,2023. Should ADT reactivate the services, ADT will contact Safe Haven directly to update the balance of the contract so that Safe Haven can update the status in collections. Again, this is something ADT will contact Safe Haven on to confirm, not the consumer. At this time, there is nothing further for Safe Haven to do, as we did not process the cancellation, nor did we fail to notify the consumer of the account status. The consumer will need to issue his request to ADT moving forward. Thank you for your time.

• Initial Complaint

  Date:04/17/2023

  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.

  [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, as evidenced by the attached screen shot taken today at 11:03PM, the device has NOT been unregistered. This response is a total and complete lie. The complaint should continue until actual resolution. 
  
  Regards,
  
  **** ******y other company. The panel is not-proprietary, nor does it contain proprietary Safe Haven data. When I raised this concern to the on-site technician who was removing my add-on devices, he called “his boss.” That individual informed the tech that it is a business decision to not release the panel. He confirmed it contained no proprietary data. Following that interaction(4/14) I contacted the concierge team, who echoed the same message— that due to a business decision they refused to unregister the panel. I emailed on 4/15, which got an auto-generated response. Today, 4/17, I contacted the technical support team, who, again, echoed that they have made the business decision to render the device unusable outside their monitoring service. I am now awaiting a call back from another “manager.”
  
  Safe Haven has violated the spirit of their role in this installation process. Nowhere in the purchase agreement does it obligate the labels exclusive use by ADT/Safe Haven.

  

  Business Response

  Date: 04/18/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s 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 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 and wants to thank him for allowing us to go out and reset the panel. At this time, Safe Haven has already resolved this matter and there are no further actions for Safe Haven to take at this time. 

  

  Business Response

  Date: 04/24/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Service's, LLC ('Safe Haven') formal response to the rejection made by the consumer. Safe Haven processed the consumer's request and released the panel on our end. This process also involves ADT completing the release of the panel on their end as they provided the monitoring services prior to the consumer requesting to terminate the services. Safe Haven also has made attempts to contact the consumer to reiterate this information as recent as this morning, April 24, 2023. At this time, there are no further actions for Safe Haven to take as we have done everything within our capacity within the release process to honor Mr. ******'s request. Thank you for your time. 

• Initial Complaint

  Date:04/16/2023

  Type:Order 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.

  Had ***** come out in August to install three cameras that I received credits for. I was up sold on another camera and a bunch of window and door sensors. After signing I found out the cameras were “wireless” but needed to be connected to a power source (unlike the ADT blue cameras). ***** assured me (in front of his trainee) that he would find out if they had battery cameras and if not he could come back out if they did not and finish the installation (the drill bit he had was not big enough to go through brick anyway).
  Time passed and I never heard back. I reached out to him and he told me the scheduler left to another company and that he could not help me (not what he said when he was upselling me on a system we could have bought from ******)
  I reached out to ******* *******. This went to spam. I replied, texted, emailed and called. No response.
  I’m left with a $65.99/month bill for window and door sensors. The thing is, I found out he could have applied those credits to the door and window sensors and then later charged me for the cameras so that I wouldn’t be paying for a service we can’t use).
  I’d like either the credits applied to the useless gadgets they sold us so that I can purchase cameras elsewhere or terminate the contract all together.

  

  Business Response

  Date: 04/21/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made *** ******.  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. We appreciate the customer allowing us to schedule a return visit to
  service her system to help resolve the system errors. Thank you for your
  consideration.

• Initial Complaint

  Date:04/13/2023

  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: 04/14/2023

  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 consumer has expressed and acknowledge the consumer’s concerns.
  After reviewing the account, the consumer entered into two (2) alarm service agreements in September 2022.  Both agreements consisted of a thirty-six (36) month agreement with Safe Haven Security for *** alarm monitoring services. The first was established on September 9,2022, while the property location listed for this complaint was established on September 10, 2022. 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 consumer at the time before the installation.
  Additionally, 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 a consumer is provided a legal document that requires their authorization to have read and understood, it is the consumer’s responsibility and discretion to review the terms and conditions of the agreement, specifically, established through Safe Haven.
  Concurrent to the above, Safe Haven has attached the documents collected from the consumer that were signed with electronic and handwritten signatures. Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the consumer inputting a four-digit code sent to their designated email address only known to them. This code is then entered into the electronic by the consumer to generate an electronic signature. When Ms. ********* authenticated her signature, she authorized she read, understood and agreed to the terms of the agreement. This process is security encrypted and cannot be altered. The contract also provides a certificate of completed that reflects the time stamp and date analytics of when the contract was received, reviewed, and signed.
   Furthermore, Safe Haven provides a three-day right of rescission period for all customers. A Notice of Cancellation document is provided within the terms of the agreement and outlines detailed instructions that the consumer may exercise to cancel penalty- free within an explicit timeframe if chosen. Ms. ********* was given full disclosure of the terms of the agreement including the rescission period and authenticated her signature stating that she read and understood both terms when she entered into the alarm services agreement.
  Moreover, the consumer is given system education about different products and services being installed within the residence by the installation technician. Technicians are permitted to provide their professional opinion on different ways to protect the home and will disclose different product features and services the consumer may upgrade to at the installation.  The technician will provide price quotes for features discuss for consumer to choose from. This is written up on a home customization sheet that allows the consumer to customize, accept or decline by the consumer’s handwritten signature followed by payment authorization forms.
  In last, when a consumer obtains camera monitoring service, it is their responsibility to provide sufficient internet resources for the standard operating functions for camera devices. Ms. ********* did not have the required internet resources when the installation was completed on September 10, 2022, however, she willfully entered into the agreement with the understanding a return trip would be required in order to add in her Wi-Fi for the camera services. Ms. ********* scheduled a return trip to add in cameras to her system on September 16, 2022. Safe Haven’s quality assurance team followed up on with Ms. ********* on September 19, 2022, and during that conversation, Ms. ********* acknowledged her understanding of the contract and also referenced her knowledge of having to pay early termination fees in the event she had to terminate the services before the full term of the agreement. Ms. ********* was advised during the call that the cameras were incapable of being hacked, and she disclosed inadvertently that she had not utilized the online portal for them, further disproving all of Ms. *********’ allegations of the cameras being hacked since day one and also claims to have not been made aware being aware of the contract.
  After further investigation of the allegations made by the consumer, Ms. ********* purchased additional equipment under her own authorization and had cameras added into her system days after her services began. Ms. ********* not only provided acknowledgement of understanding the contract terms through electronic signature, but verbally over the phone. Ms. *********’ claims of being unaware of the contract following her second agreement, however the second agreement was established within a 24-hour time period, allotting enough time for the consumer to review both contract terms and exercise her rescission period if chosen. Safe Haven has provided all the supporting documents to address and contest all of Ms. *********’ claims that have been directed towards the alarm service agreement with Safe Haven, the equipment provided by Safe Haven and the integrity of Safe Haven as a company. At this time, Safe Haven has been unable to find any evidence supporting Ms. ********* should be awarded a billing adjustment.

• Initial Complaint

  Date:04/08/2023

  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.

  [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: the technician did not state that it was to sign a contract, but to only verify the information was correct. At no point in time with the interactions with the two reps was a 36 month contract mentioned and the first rep said 5 months. On the second interaction I asked to the installer to verify it was only 5 months and he did. In 2022 the business was sued by the state of Minnesota for the exact same deceptive sales tactics. The first interaction with the rep was when he woke me up during the middle of my normal sleep period and I was pressured to allow a tech to show up as soon as I was off the next morning not allowing enough sleep for sound judgment and understanding of the situation.  
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/10/2023

  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 consumer has endured throughout this matter. After reviewing the complaint, Safe Haven did not find any evidence that there was any improper conduct performed at the installation, before or during the collection of necessary documents required to be authorized by the consumer at the time before or the installation.The consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on March 24, 2023. Safe Haven allows 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 The work order outlines the basic points of the agreement including the monthly monitoring rate, equipment provided within the sales promotions, upfront cost and the length of the contract’s terms. It is the consumer’s responsibility and discretion to review any legal document provided to them that requires their authorization to terms and conditions of an agreement, specifically, for the alarm service agreement through Safe Haven.  Prior to the installation, the consumer contacted Safe Haven on a recorded line and agreed to receive a four-month courtesy check valued at $187.96, not five months. At the installation, the consumer was presented an electronic contract on a mobile device with the installation technician. The contract information is authorized by the customer inputting a four-digit code sent to them through their designated email in order to authenticate their signature. When this is signed, the customer is authorizing they agree to the terms of the agreement. Within the copy of the contract, time stamp and date analytics reflect when the contract was sent, reviewed, and signed by the consumer. Within those documents, Safe Haven provided a three-day right of rescission period to the consumer that is customary to all our customers. The document referenced as the “Notice of Cancellation document” provides detailed instructions for a consumer to exercise their right to cancel penalty free if chosen.  Additionally, Safe Haven has attached the documents collected from the consumer that were signed with electronic and handwritten signatures for your review. The consumer authenticated a work order, contract, and a home customization document. A majority of the documents not only confirm the consumer was made aware of the 36-month agreement, but that Safe Haven collected documents in which the consumer had to acknowledge accepting or declining options, not just an e-signature.  In conclusion, Safe Haven has not only provided the customer with the necessary information upfront including verbal recordings, but also received authenticated signatures verifying the consumer from understood and read the terms to obtain the alarm service monitoring through Safe Haven. At this time, the terms of the agreement stand and are valid. If the consumer would like to cancel the contract, they would be subject to the early termination fees outline within the agreement.

  

  Business Response

  Date: 04/12/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection made by the consumer. Safe Haven has acknowledged Mr. ******' allegations and provided supporting documentation disproving that he was unaware of the 36-month agreement or that he was issued five-month term for free services. Safe Haven provided documents that conveyed a 36-month agreement authenticated by the consumer prior to the installation and after.  Mr. ****** acknowledged within his complaints he signed the document, but failed to mention whether or not he read the documents he wa signing or that he was provided receipt confirmations of both documents that reference the term of the agreement, the rescission period, and the early termination fees.  First and foremost, Safe Haven would like to note that anytime a sales representative approaches a consumer’s residence it is at the discretion of the homeowner to not only give permission to enter their residence, but decide whether to acknowledge the individual or nor. The same applies in the event a consumer receives a sales call, however, in that case it pertains to answering a call or not and choosing whether or not they would like to not only move forward with installing services, but providing the necessary information upfront to qualify for the services, authorize an appointment date and time for an installation to occur.  Furthermore, If a consumer does not feel comfortable with the day of time they are being approached for a sale or at any point upon a technician's arrival with the intent to install services, they have every right to advise the Safe Haven employee to leave their residence without continuing forward with the sale or the installation of services. In both instances with Mr. ****** complied under his own will.  Additionally, Mr.****** utilized his email address to authenticate that he read and understood the terms agreed upon. Within those terms included the length of his agreement term and a rescission period for him to exercise at his own discretion. All consumers have a responsibility to review the documents being provided to them, especially those that implicate the consumer read what they were authorizing through e-signature. Safe Haven addressed the method in which contract signatures are obtained electronically and how the consumer's are given full consent to authorize them. The contract,time stamp, location and date analytics are reflected within the document to further prove this process is security encrypted and cannot be altered. Within the copy of the contract, you will find the analytics of when Mr.****** was sent the document, when it was viewed, and when he signed it on the certificate of completion page 13. Following the above, Mr. ****** had been given details of the 36-month agreement prior to the installation, during the installation, and after the installation. Mr. ****** had in his possession the contract terms that clearly disclose the 36-month agreement when he authenticated his signature to authorizing he read and understood those terms. Furthermore, he was provided a rescission period to execute in the event he didn't. Mr. ****** has referenced five months' worth of services, however there is nothing documented or recorded reflecting as such, nor has Mr. ****** been able to provide anything supporting his claims. Safe Haven's consumer relations team provided Mr. ****** four months of monitoring services at no additional cost, however this was recorded and previously attached in the initial response, and at no point was the customer advised verbally the term of the agreement, nor did Mr. ****** inquire was equivalent to five months.  In last, Safe Haven has not found any supporting evidence reflecting the claims Mr. ****** has made nor, received any supporting documentation from the consumer stating otherwise. Safe Haven provided all of the necessary information upfront to Mr. ****** to review and authorize willfully. At this time, the terms of the agreement stand and if the consumer would like to cancel his contract,  he would be subject to the early termination fees outlined within the agreement. Thank you,