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:04/06/2023

  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.

  ADT/Safe Haven came to our home to install the Smart Home products that were included with our home purchase.When they came out, they offered a variety of additional products at an additional cost.
  We went with extra cameras, glass, break sensor, as well as smoke detectors. Shortly after the system was installed, we noticed that the system was malfunctioning all the time.We would be miles and miles away from our home, only to be alerted that the front door, garage door or slider had been left open. So we installed a cheap little camera facing our front door so when this happened, we could see that these doors not been left open.
  They were called three separate times to come out to investigate was wrong and what the problems were. When they came, they were here for 3 to 4 hours twice completely changing every sensor in the home. And then tell us that it was our Wi-Fi. Yet every time the Wi-Fi was tested with the equipment and the tech that was here, It was shown that the Wi-Fi was working fine and it was getting plenty of signal to work.
  In addition to that, three and four occasions, my cheap smoke detectors that came with the home, went off when I was cooking something smoky like bacon or hamburgers, but the ones that I purchased from ADT/safe haven did not.Yet when a contractor was here to fix my floors, he created some dust, twice setting off the alarms that I paid to have installed. Both times ADT called were told that it was not a fire and everything was fine and what was going on only to have the fire department show up at my home.I called a fourth time only for Safehaven to tell me that I would have to schedule another appointment for them to come out and look at the equipment.
  My contract has a 6 month money back guarantee. When I inquired about it, I was told that Safe Haven did not honor that.Horrible service and we certainly don’t feel safe with their equipment due to it never working properly!!Are not upholding their side of contract.

  

  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. We appreciate the consumer allowing Safe Haven to schedule a service appointment so that we may provide resolution to her system concerns.   As an act of good faith in restoring the relationship, the consumer has accepted a consumer courtesy check for her past experience. Safe Haven has special ordered power g sensors for the consumer’s residence and will be going out to the consumer’s residence on April 17,2023 to evaluate the system. Thank you for bringing this matter to our attention and we look forward to resolving the system error concerns
  

• Initial Complaint

  Date:03/31/2023

  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.

  In March I had a safe haven representative come into my home and make false promises about the price and conditions. I was not given the contract price they stated to builder ** ****** in paperwork. Also, I had a certain time to cancel and called to cancel because of their deceptive practice of saying I would get the $20 off but the contract would show the regular price . I have a witness. I only saw it was a lie when I looked at my credit card bill, where I thought I was double billed. I called to cancel within the time frame I was informed to be told I would have to pay the contract based on false information and deceptive marketing and lies. I want my money back, them to come remove the three things he installed on the date and to void the contract as it was based on lies.

  

  Business Response

  Date: 04/03/2023

  Please accept this as Safe Haven Security Services, LLC (“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 and the time that has surpassed throughout this matter.

  After review of the complaint, Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or during the collection of necessary documents required to be authorized by the consumer. Safe Haven allows all of our customers to review home customization sheet and the credit card authorization form during the installation, in addition to the contract prior to the technician’s departure. 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 installation of the services provided by Safe Haven Security.
  Additionally, Safe Haven utilizes electronic signature to capture the consumer’s authorization. When the customer signs the contract, they are presented an electronic contract on a mobile tablet. This information is authorized by the customer inputting a four-digit code sent to them in order to enter into the document and authenticate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and that they read and understood them. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. 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. The consumer’s recission period ended on March 9,2023.
  Furthermore, Safe Haven did not receive any objection to the terms initially agreed upon during the rescission period or after until March 30,2023. Safe Haven spoke with the consumer on March 31,2023 to address the consumer’s allegations regarding the billing and advised that the billing listed matched what was agreed upon. Safe Haven does not provide an additional discount on the monthly billing and advised the consumer additional discounts referenced when obtaining the alarm services are mentioned when speaking about the possibility of obtaining a discount with the consumer’s own personal home insurance provider.
  After further investigation, Safe Haven has not found any supporting evidence that reflect the consumer requested to cancel within the rescission period. A copy of the contract has been attached for reference to the terms below. 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 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.”
  Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  At this time, if the consumer would like to terminate the services, she would be subject to the terms listed above. Safe Haven has attempted to reach out to the consumer to clarify her cancellation request and have been unable to connect with the consumer. Safe Haven encourages the consumer to contact Safe Haven directly, once she is ready to cancel with the associated fees outlined above. Thank you for your consideration.
  

• Initial Complaint

  Date:03/30/2023

  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 purchased *** through safe haven security in January, and our hardware is constantly malfunctioning. We had technician out once to fix it, but the issue persisted. I scheduled another technician to come out, but they canceled the appointment without letting me know. They will also not answer phone calls or emails regarding this issue, making it impossible to solve the issue. It has been over 2 months since our door locks have worked properly, and we have only had the service for under 4 months.

  

  Business Response

  Date: 04/04/2023

  Dear Better Business Bureau,  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”)’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 consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter.  After further investigation of the allegations made by the consumer, Safe Haven found that the consumer reported the service issues had been resolved remotely on 3/7/2023 during a technical support call. Safe Haven received an additional service request ticket issued from *** on 3/9/2023 regarding similar errors continuing, but upon speaking with the consumer he confirmed the issue had been resolved.  Additionally, Safe Haven received an email from Mr. ***** on 3/30/2023 expressing his frustration over continued service support and that his previous request had been cancelled out. Safe Haven attempted to contact the consumer to schedule a service appointment, but Mr. ***** advised he had an appointment scheduled with *** for 4/5/2023. As an authorized Dealer, Safe Haven is required to provide resolution assistance to customers in the event assistance with servicing the equipment is requested. If an appointment is scheduled with *** in error, it is cancelled and rescheduled with Safe Haven.Safe Haven contacted *** to confirm and provide clarity on the consumer’s service appointment history due to the previous correspondences, and the repeated attempts being confirmed resolved. *** advised the consumer had participated in technical support calls with *** and later scheduled a service appointment during Safe Haven’s warranty period, but that on 3/30/2023 the complaint had also been closed as resolved. Safe Haven has advised Mr. ***** his appointment scheduled with *** has been cancelled, but that Safe Haven is attempting to get this rescheduled. Mr. ***** has been contacted by both phone and email without a voice message due to his voicemail inbox capabilities.In last, Safe Haven encourages Mr. ***** to contact Safe Haven moving forward for any and all service request within the first year of his alarm service contact. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time. Our number is ************* Thank you for your review.

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was dissatisfied with the SafeHaven and ADT service. The installer used black tape to install the alarm sensor on one door and it keep falling off. Upon further examination I noticed that the installer cut a chunk out of my doorframe, damaging my door. I complained several times and they sent someone to reinstall the sensor after one months time. He took a photo of the damaged door and sent it to his boss. ***** the installer, said the damage should not have occurred. When I signed the contract with ADT I had no idea I was actually signing a contract with SafeHaven. The contract was impossible to read on the tiny telephone screen he used. I called to cancel my contract and gave the reasons above. SafeHaven claimed I had not given a reason so I called ADT again and gave my reason again. ADT claimed they couldn't add my reason for terminating the contract. After receiving a request to pay a nearly $1200 termination fee I returned the telephone call and emails from SafeHaven and attempted to resolve the issue. Before I could do such they had sent a bill to a collection agency. In order not to ruin my outstanding credit score I am blackmailed into paying this bill. I want a full refund from ADT and SafeHaven and out of the contract with no hassles.

  

  Business Response

  Date: 04/05/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by ****** *****. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the 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 evidence that there was
  any improper conduct performed during the collection of necessary documents
  required to be authorized.  Safe
  has record of the consumer entering into a thirty-six (36) month agreement with
  Safe Haven Security for ADT monitoring services on November 30, 2022. Safe Haven
  is an Authorized Dealer licensed to sell and install ADT alarm monitoring
  services. Safe Haven provides a three-day right of rescission period for all
  consumers outlined within the Notice of Cancellation document. It is the consumer’s responsibility and discretion to
  review any legal document provided to them that requires their authorization
  and signature agreeing to terms and conditions of an agreement, specifically,
  with Safe Haven Security. Should a consumer fail to review the terms they agreed
  to or fail to exercise the rescission period and want to terminate the services,
  they would be subject to the associated early termination fees outlined on page
  5 under “EARLY TERMINATION OF THIS CONTRACT”. Additionally, Safe Haven received damage claims from the consumer
  and offered a service appointment with trip fees waived to assess damages with
  additional compensation. The consumer accepted Safe Haven’s offer, scheduled a
  service appointment and accepted a month’s worth of credit ( $45.99). Following
  the complaint, Safe Haven received a notice from ADT advising of the consumer’s
  cancellation request on January 24,2023. Safe Haven contacted the customer and
  sent a notice advising of the cancellation, the early termination fee and
  direct contact information to pay the balance. The consumer failed to settle
  the balance and the account was forwarded to an outside agency to collect on  March 29, 2023 for failure to pay. In
  concurrent to the above, the consumer paid the balance owed to the outside
  agency.  The consumer later contacted
  Safe Haven and advised she paid the balance but also reactivated her services
  with ADT in order to have her early termination fee balance refunded. Safe
  Haven requested the information from the consumer to submit to ADT to verify,
  but the consumer advised her ADT agent told her that the fees would still apply
  and she cancelled her new account enlisted with ADT directly.  At
  this time, the previous contract that the consumer entered into with Safe Haven
  has been cancelled. The terms of that agreement and the early termination fees stand. The consumer is not eligible
  for a penalty-free cancellation. The fees owed that the
  consumer allegedly fulfilled have not yet been confirmed paid in full by our
  outside agency. Safe Haven encourages the consumer to direct any further
  communication regarding her account to the outside agency as Safe Haven has
  previously instructed. Thank you for your review

• Initial Complaint

  Date:03/29/2023

  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.

  Was cheated about a $500 free incentive on equipment. They surged prices on their products and made me pay $1500 towards 10 glass break, 1 motion sensor and 1 security lock which would have cost $600 at the best.
  
  Please help us first time home buyers.

  

  Business Response

  Date: 04/03/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“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 and the time that has surpassed throughout this matter. Safe Haven's Builder Division's management spoke with the consumer today ( 4/3/2023) and confirmed the customer was comparing prices with a neighbor who did not go through Safe Haven directly. The consumer confirmed they understood the differences of the equipment pricing and warranty pricing Safe Haven offers and allowed the manager to schedule a service appointment to address the system concerns. The consumer was waived fees for the service appointment and confirmed tomorrow's appointment time. Safe Haven would like to thank the consumer for permitting Safe Haven to come to the residence and make an additional attempt at providing resolution for this matter.

• Initial Complaint

  Date:03/29/2023

  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 signed a contract for the installation of the equipment and with that information the installer opened a bank line of credit for $532 for the equipments. I was never told that a line of credit would be opened , especially for that small amount. I would have been more than happy to pay using a regular credit card. The person who opened such a bank line of credit for that amount used the wrong email and address so I never received any bill and thus it affected my credit rating significantly.

  

  Business Response

  Date: 04/06/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security, LLC’s ( “Safe Haven”) formal response to
  the complaint issued by ****** ****. First and foremost, Safe Haven would like to
  apologize for all frustrations the consumer has endured through this matter. Safe
  Haven works diligently at maintaining a high standard for ourselves and are
  truly sorry this standard was not met within the consumer’s experience with us.
  After further review of the account, Safe Haven’s findings reported a “**** *******” was given verbal authorization to represent Mr. **** and permission to
  authorize anything on Mr. ****’s behalf due to the time sensitivity of previous
  security threats that had occurred.
  Additionally,
  Safe Haven made an exception to our normal procedures and extended a courtesy
  to Mr. ****’s representative(**** *******) due to the impression that all of the
  pertinent information (annual earnings, social security number, date of birth
  etc.) provided by *** ******* required to obtain the Synchrony account was
  granted with Mr. ****’s knowledge. However, in light of recent claims, Safe
  Haven has issued a credit in the original amount charged of $532.06 to Mr. ****’s
  synchrony account. Safe Haven is not permitted to contact Synchrony on Mr. ****’s
  behalf since we are not the account holder, but when issuing the credit back to
  Synchrony, Safe Haven disclosed to the credit issued originated from  discrepancies found in the manner of which how
  the account was established.
  In
  concurrent to the above, Safe Haven has provided the supporting documents reflecting
  the fraud dispute, the credit refund and the original sales slip authenticated by
  *** ******* for Mr. ****’s records. Safe Haven encourages Mr. **** to contact Synchrony
  directly to dispute any additional concerns regarding his account with
  Synchrony. We thank Mr. **** for bringing this matter to our attention to
  ensure our representatives are following the standard practices for current and
  future consumer’s when obtaining Synchrony financial services. Thank you for
  your consideration.

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service 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.

  see Attached document, this is an overview

  This is a deceptive scam by ADT and Safe Haven.

  Service is "crap", I have tons of proof of us looking for a resolution.
  

  

  Business Response

  Date: 04/03/2023

  Dear Better
  Business Bureau,

  
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by **** ******** 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 attachments referenced
  within the consumer’s complaint that support the allegations that have been briefly
  made.
  Safe
  has record of  the consumer entering into
  a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring
  services on December 27, 2022.  At the
  installation for the alarm services, Mr. ******* authorized an additional
  equipment purchase through the home customization sheet and the credit card
  authorization form. Prior to the installation, a work order was authorized by
  Mr. ******* on December 22,2022 outlining the service agreement term, rate and
  equipment to be installed.

  
  Safe
  Haven is an Authorized Dealer licensed to sell and install ADT alarm monitoring
  services. As an authorized Dealer, Safe Haven is permitted to provide
  resolution assistance to consumers in the event a consumer requires assistance
  with servicing the equipment. Safe Haven offers servicing to the consumer
  within the first year of obtaining the alarm services contract. The alarm
  services contract is provided directly through our partnership with ADT and
  discloses Safe Haven as an Authorized Dealer throughout every document
  authorized by Mr. *******.

  
  After
  further investigation of the allegations made by the consumer, 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.
  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. It is the consumer’s responsibility and discretion to review any
  legal document provided to them that requires their authorization and signature
  agreeing to terms and conditions of an agreement, specifically, with Safe Haven
  Security.

  
   Safe Haven has not stolen any
  money from the consumer or participated in any alleged “deceptive scams”. Safe
  Haven will not be removing anything from the consumer’s residence or permitting
  a penalty-free cancellation. If the consumer would like to terminate the
  services, he may do so with the associated early termination fees outlined on
  page 5 under “IMPORTANT TERMS AND CONDITIONS”. Thank you for your consideration.

• Initial Complaint

  Date:03/27/2023

  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  was given no options but to accept it.I was not satisfied with the equipment and pricing that  wanted a door bell and I was under the assumption when purchasing I was getting the smart alarm with kep pay ring door bell.  I call the office after a week of having the service to cancel because I was not satisfied and was told I was over 3 days that I would have to pay 1600 to cancel only having it for a week. I have since bought a ring doorbell which work just find.  But when the tech came out instead of trying a new door bell he went off what the  the first tech saying my transformer is out.  Which was not true because I have a door bell ring that I paid for thats working fine. They equipment is cheap and did not work. I did allow them to put up a camera because only that I was told I would be tuned over to a collection agency if I didn’t pay for their faulty equipment. I’m very in pleased with all of there services because this is not what I original agreed to.  I would like a total refund and for them to pick up their equipment 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 04/03/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“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. Safe
  Haven scheduled a service appointment and swapped out the doorbell camera for an
  additional outdoor camera. The consumer acknowledged the resolution satisfied
  their previous concerns upon Safe Haven’s service technician leaving the residence.
  Safe Haven would like to thank the consumer for accepting our resolution efforts
  provided on March 28,2023.

  

  Business Response

  Date: 04/04/2023

  Dear Better Business Bureau,  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by the customer. Safe Haven last visited the consumer on 3/28/2023 in which she confirmed the resolution she chose sufficed addressing her concerns. The consumer requested to cancel services due to the equipment not working prior to the service appointment on 3/28/2023 and was provided an early termination fee quote. The consumer inquired about the fee and was advised of the contract terms and consequences of the balance being forwarded to an outside collections agency in the event she chose not to pay. In an attempt to provide resolution for the consumer's concerns. Safe Haven customer support offered to schedule a service call and advised the tech would have equipment with him in case she chose to swap the device that was installed for something else.  Safe Haven has advised the consumer we only provide specific equipment and during the phone conversation on 3/27/2023, the customer support agent advised the consumer that we would swap the doorbell camera for an outdoor camera if needed as we do not control electrical or are  liable for electrical issues that may occur in a transformer required for the doorbell camera function.  Additionally, the consumer was provided ADT's direct number regarding billing when questioned about adjusting her monthly bill. Safe Haven does not have authorization over billing or the monitoring and do not have authorization to adjust either. Safe Haven scheduled the service appointment, provided her information regarding cancellation and offered to swap out equipment that she accepted.  If the consumer would like her services to be terminated, she would be subject to the early termination fees outlined within the agreement. Ms. **** is not eligible for a penalty-free cancellation. If the customer is experiencing service issues, Safe Haven encourages her to contact us directly to schedule a service appointment to provide additional resolution efforts.

• Initial Complaint

  Date:03/23/2023

  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 have been battling Safe Haven Security regarding my contract for quite some time now. I am continuously having issues with the system from the date of installation. They had technicians come out several times between Nov 2022 and January 2023. Even the manager and regional manager were involved. They insisted that the issue was due to my WiFi coverage. They replaced my cameras and I was still having issues. More recently provided me with a new Router system to resolve the issues stating that this would fix the problem. I continue to have the same issues with the security system not performing as promised. The unit is consistently not displaying cameras, the chimes are temperamental, and the security panel doesn't always respond properly. I requested to cancel and waive ETFs due to my problems. They refuse. Consistently, their customer support does not treat this matter as a problem and never allows me to speak with management. I finally got a call from a higher up in the company offering a "resolution" to remove my camera monitoring and charge $10 less per month. When I told him it was not a suitable resolution, the conversation took a turn. I will not continue to be bullied by this company.

  

  Business Response

  Date: 04/03/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“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 and the time that has surpassed throughout this matter. *** ****** spoke with Safe Haven today ( 4/3/2023) and has agreed to permit Safe Haven to come out to swap the panel 4/4/2023 as a resolution alternative. Safe Haven would like to thank the consumer for permitting Safe Haven to come to the residence and make an additional attempt at providing resolution for this matter.

• Initial Complaint

  Date:03/22/2023

  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: I still feel as though I was mislead and not given adequate time to cancel the service. I was approached in the evening when I was home alone. The gentleman who came to install it was rude and made my entire family uncomfortable. I was told after the fact I only had 3 days to cancel and the equipment wasn't even fully installed at the 3 day mark. 
  
  
  
  ********
  
  ******* *******nd at this point it's been over 2 hours and my equipment was still not installed. Finally I am able to leave for work, my Boyfriend returns home and the tech tries AGAIN to sell him more things. He again says no. And now the tech says he doesn't have time to finish installing the stuff because he took too long driving me to work. Even though there was an adult here , who is a home owner and was given permission to sit with the tech. He rescheduled our installation for a MONTH out. I call ADT and I try to cancel my service. She never tells me I have a 36 month contract. I told her about what happened she just offers to send a new tech out, which I agreed to. It finally gets installed November 18th. Since then the fire alarm has gone off multiply times, at different times of the day. When nothing is happening. So I call to cancel again, at this point it's only been 2 months it was nothing but issues. They won't cance because of my contract. That I didn't know existed until today.

  

  Business Response

  Date: 02/20/2023

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

  

  Business Response

  Date: 02/27/2023

  Dear Better Business Bureau,

  Please forward this complaint to ADT directly. Safe Haven has not had an active account listed for this consumer since 2017. At this time the consumer reflects a cancelled account since December 2017. Thank you.

  

  Business Response

  Date: 03/22/2023

  ---see attachment--
  

  I have attached the customer’s Safe Haven contract, dated 11/05/2022.

  Safe Haven does have an active account for customer, at the phone number & address listed on the complaint.

  

  Business Response

  Date: 04/03/2023

   

  Dear Better
  Business Bureau
  

  Please
  accept this as Safe Haven Security Services, LLC (“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 further investigation of the allegations made by the consumer, Safe Haven
  did not find any evidence that would support the customer not being aware of
  the terms of the agreement or being issued a penalty-free cancellation.
  

  Safe
  Haven installed equipment and the alarm monitoring services at the consumer’s
  residence on November 5,2022. Prior to the installation, Ms. ******* authorized
  the installation with a customary work order on October 27,2022. Within this
  electronic work order, it details equipment and services being installed in addition
  to the 36-month agreement. Ms. ******* provided an electronic signature and initials
  captured within the document for her authorization.
  

  Additionally,
  the consumer was allowed to review the terms of the contract at the time of
  installation and after. It is a consumer’s responsibility and discretion to
  review any legal document provided to them that requires their signature
  agreeing to terms and conditions discussed, specifically, the terms of the service
  agreement entered into with Safe Haven. When Ms. ******* accepted her electronic
  signature, she authorized she read, understood, and agreed to the terms within
  the contract including the work order that was collected prior.
  

  Furthermore,
  the agreement includes “IMPORTANT TERMS & CONDITIONS” that provide specific
  details of terminating the services before fulfilling the full 36-month term. Safe
  Haven provides a three-day right of rescission period for all consumers
  outlined within the Notice of Cancellation document that provides detailed
  instruction for a consumer to exercise said right if chosen within the
  permitted time frame if chosen. In the event a consumer should fail to utilize
  their rescission period to cancel, they are subject to the terms found on  Page 5 section 2 titled, “EARLY TERMINATION OF
  THIS CONTRACT”. This term defines what fees are owed in the event early
  termination is requested.  
  

  In
  last, Safe Haven did not return to the consumer’s residence until after the
  right of rescission period had ended ( see page 9, NOTICE OF CANELLATION). The
  consumer requested a service appointment on November 17,2022 due to the smoke
  alarm notices and connecting smart the additional window sensor devices. Safe
  Haven completed the consumer request on November 18,2022. Safe Haven did not perform
  any additional service request or return to the consumer’s residence after
  November 18.2022.
  

  After
  further investigation of the allegations made by the consumer, Safe Haven is
  unable to cancel the consumer’s contract without penalty. Safe Haven provided
  all of the necessary information upfront for the consumer to review and utilize
  at her discretion. If Ms. ******* would like to cancel her contract, she would
  be subject to the terms for early termination. Safe Haven encourages Ms.
  ******* to contact us directly at ************ ****** ******* ******* * **** ** CST should she want to move forward with termination her services with the
  associated fees.  Thank you for your
  consideration.

  

  Business Response

  Date: 04/06/2023

  
  Dear Better Business Bureau
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by the consumer. Safe Haven acknowledges the consumer's personal feelings about the time frame allotted to cancel, however, Safe Haven provides all consumers the same length of time to exercise the rescission period based on the date of the contract's initiation. Safe Haven provided an electronic contract for the consumer to review that included the terms regarding penalty-free cancellation upfront prior to her signature. It was under the consumer's discretion to review the terms agreed upon before and after she authorized she agreed to them. This standard is uphelf for all consumer's entering into a legally binding agreement for alarm services, specifically through Safe Haven. Safe Haven's previous response stands, as the consumer was provided all of the necessary information to exercise a penalty-free cancellation and failed to do so. If the consumer would like to move forward with terminating the services, she would be subject to the terms of the agreement outlining early termination. ( See page 5, term 2 " EARLY TERMINATION OF THIS CONTRACT"). 

  Customer Answer

  Date: 04/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: According to everything i was given 3 days to cancel. All of the equipment was not even installed before the canceling grace period passed. I called and tried to cancel before everything was even installed. How is any of this fair? 

  
  
  
  ********
  
  ******* *******

  

  Business Response

  Date: 04/07/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the additional rejection the consumer has made. Safe Haven would like to note, the consumer’s initial complaint consisted of a desired settlement of being able to cancel penalty free with explanation. Safe Haven has advised that the consumer failed to exercise the Notice of Cancellation document during the allotted time period to qualify for a penalty- free cancellation. The consumer alleged being advised cancellation can occur anytime, which is true. Safe Haven permits all consumer’s the right to cancel, however, the point at which a consumer cancels determines what fees (if any) are assessed.
  
  Additionally, the consumer alleged, the technician had an unpleasant demeanor and intentionally failed to complete the installation of the services as well scheduling a return trip a month out. The consumer alleged she contacted ADT and their representatives failed to advise her of the 36-month contract, but Safe Haven is unable to speak on their behalf. Safe Haven would like the opportunity to  address the consumer’s statements with supporting information to help provide clarity over this matter.
  
  First and foremost, 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. If a consumer does not feel comfortable with the day of time they are being approached for a sale or at any point during an installation, 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 Ms. *******, at no point did she decline moving forward with the intent to obtain services or request either representative from Safe Haven to leave the residence.
  
  Concurrent to the above, when an appointment is scheduled, it is based off a two-hour arrival time. If a consumer comes and goes during an installation, a technician cannot complete the installing additional items without the account holder/ homeowner being present due to liabilities. The consumer had the main panel (what communicates to ADT), a smoke sensor(emergency service device) and the three entry points to the home covered with sensors(devices that can help detect a threat from the outside perimeter) installed prior to the technician’s departure. The consumer was able to utilize all aspects of the alarm service agreement in congruent with the rate agreed upon valued at $55.99.  The equipment that has been referenced as “not being installed” are window sensors.  These sensors did not impact the consumer from receiving the alarm services, nor breach the contract terms authorized by Ms. *******.
  
  Secondly, Ms. ******* alleged Safe Haven failed to install the additional devices over a month’s time. Safe Haven has included the service log that reflects Safe Haven returned to the customer’s residence November 18, 2022(13 days from the installation) to install twelve window sensors and address tamper issues that were reported from the smoke sensor. Following that service appointment, Safe Haven did not receive any further communication from Ms. ****** regarding her account until January 19, 2023. At that time, Ms. ******* requested cancellation, made claims that she didn’t sign the contract and began using profanity towards the customer support agent.
  
  Safe Haven utilizes electronic signature through the use of DocuSign. Safe Haven briefly addressed the method in which contract signatures are obtained electronically, but would like to provide more detail for clarity. 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 customer inputting a four-digit code sent to them in order to generate an electronic signature. The link sent to them that generates the code is sent to the designated email address on file.  Which allows the consumer to review, accept and capture the generated signature for the alarm services agreement. This process is security encrypted and captures time stamp and date analytics that cannot be altered. Within the copy of the contract, you will find the analytics of when Ms. ******* was sent the document, when it was viewed, and when she signed it the certificate of completion found on page 13.
  
  In last, Ms. ******** was provided the same time, information and agreement all consumers are provided when obtaining the alarm service agreement through Safe Haven. It is at the consumer’s discretion to exercise the forms provided within the agreement in order for Safe Haven to uphold the clauses in reference, specifically Ms. ******* request to enforce a penalty-free cancellation. Unfortunately, Ms. ******* failed to utilize the information that was provided upfront and is not eligible for a penalty-free cancellation. Ms. ******* may cancel at any point during the contract term, however at this time she would be subject to an early termination fee. If she wishes to forego cancelling, Safe Haven encourages her to contact Safe Haven once she is ready to schedule a service appointment to address any service concerns she may be experiencing at this time.

  Customer Answer

  Date: 04/12/2023

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  ********** ********
  
  
  
  I am rejecting this response because:

   

  actually there was a home owner present the ENTIRE TIME said technician was in my home. And he was asked to leave after he continued to try and sell us stuff that we REPEATEDLY  said we did not want. Nor could afford. He then claimed we did not give him enough time to install said items when he was at my house from 8 am until 11 am. There was a home owner present AT ALL TIMES. The technician decided to wait outside. He did not have to. He then claimed he didn't have enough time to install the rest and couldn't come back for a month. 

  It was after I called to complain about the service and attempt to cancel it the first time that she scheduled a new technician out within the 3 days. After that there were multiple calls about the fire alarm going off. It only stopped randomly going off when we removed it. 

  From the very beginning we were not given all the information, we were treated poorly and tricked into signing a contract. I am a new home owner who was approached in a very uncomfortable way and as a small female rejecting large men has not always worked out in my favor. And as stated by YOUR technicians this is considered a red/orange zone. 

  Thank you so much for considering people's safety and well being, while taking advantage of them the entire time. 

  
  
  
  ********
  
  ******* *******