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:03/21/2023

  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.

  I spoke to our sale rep ***** ****** about setting up a commercial account for my new business. He told me that safe haven was new to the commercial side but they could do it. When purchasing everything i told him about my needs for the 24/7 cameras so i could make sure everything was secure at the business. I purchased everything he told me and he told me the system would do exactly what i wanted. About a week into everything being installed i found out that the cameras do not record 24/7 and instead they only do small clips. I immediately told him of the issue and having these types of cameras for a commercial high traffic business that these were not what he should have sold me. He apologized and told me he didnt mean to mislead me but i signed a contract and SafeHaven will not take off the cameras (they call it a downgrade) and just let me use the alarm system and then lower my monthly fees so that way i can purchase my own camera system to better suit a commercial property. I have talked with *** the regional sales rep and he told me the best they can do is add more clips storage but then my monthly plan would be 30$ higher per month. it has been a week of calling and also having texts saying that they know they messed up and didnt intentionally mean to mislead me but they still wont do anything to help. If i even get a response its them saying that i should of read the contract better. my issue isnt with the contract my issue is with them misleading me to think that my business was 24/7 secured with the cameras they sold me. I call and text everyday asking for a resolution on this matter but i constantly get sidelined or ignored completely.

  

  Business Response

  Date: 03/24/2023

  Dear Better Business Bureau,

  Please accept this as Safe
  Haven Security Services, LLC’s (“Safe Haven”)formal response to the
  complaint made by ****** *******. 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, however,
  Safe Haven’s representatives have been working diligently to address the
  consumer’s concerns. Safe Haven confirmed with *** ******* his account was
  under management review most recently as of March 23,2023.  A member of Safe Haven customer support team will
  be contacting the consumer in order to schedule a service appointment to
  downgrade the monthly monitoring rate to $55.99 and schedule the removal and
  refund of the additional camera purchase. Thank you for your consideration.

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  They stated I no longer need to contact them. They have refunded the portion of the last payment but still look at why I had to activate my account to cancel 
  
  Sincerely,
  
  
  
  ******* ******. Before being transferred they wanted to send a tech out to fix the faulty system. I have not been pleased with the service and stated I was done paying for something that does not make me feel secured and I have a dog that could protect me more then there service. After being sent to the collection I spoke with ****. **** ensures me on 1/17/23 that I need to leave the system plugged in until 1/18/23. He read a disconnect phrase and I agreed. I also asked **** if there would be any more payments taken out of my account. **** specifically stated there would not be. On 1/19/23 another 55.99 was taken out of my account. After being stated it was cancelled and only take 24 hours to fully process at 1749 ct.On 1/23/23 I called back due to the charge. This time stating my service is active and it will take 30 days. At 1749 on 1/17/23 this was not what I was told. I'm very dissatisfied in service and also wondering why it took 11 months to get an activation email.Plus bill me another month

  

  Business Response

  Date: 02/27/2023

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

  

  Business Response

  Date: 03/21/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by s******* ****. At this time the details of the complaint are not directed towards Safe Haven, nor has ADT issued any exceptions of the contract to be permitted. The consumer entered into a contract with Safe Haven security for a 36-month term. The agreement outlines early termination terms and the fees assessed when doing so. Safe Haven does not have authorization over cancellation or billing and the complaint will need to be directed appropriately within ADT to address the allegations in reference to the advisement issued by their representatives. Please direct to the following company:

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

  Customer Answer

  Date: 03/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: I am attaching an email I received from safe haven. After being stated from adt agent that I did not need to contact them. I do not understand what is going on with this issue. Seems like something always arises and looking for more money. No where does it state about he default equipment from safe haven. I need this further looked into. I have tried reaching out by phone to ******* with safe haven since I've received the email. She has only called once and I called right back. No one is try to help get this issue resolved. I was specifically stated that adt taking over account and not to contact safe have. Now I have submitted a complaint more issue arise. I'm hoping the calls that are record could be pulled for review to verify I was stated this on 17 of January.
  
  
  
  
  ********
  
  ******* *****

  Customer Answer

  Date: 03/22/2023

  ******* * **************************
      
  ***** ** ** **** ****
      
  to me
  I am confused on this issue. Safe heaven is stating I have a contact. Yes I did have a contact with them that involved ADT security. The system was a default and it seems like safe Haven is now wanting to charge me a fee because the contract that I signed with including ADT in it was defaulted equipment. ADT stated on a recording that they would take over the contract with safe Haven where I did not have to contact them and cancel out the process. Now safe haven is contacting me staying ADT contacted them if I can severely confuse that they keep pointing fingers to one another when the contract I signed was SAFE HAVEN was including ADT. Nobody is wanting to acknowledge the defaulty equipment and erase the funds. I am very concerned on where do I go about this contract that is with safe Haven that includes ADT services. I do not want to be paying several hundred dollars with safe Haven when they included ADT and the contract for the services on a faulty equipment. ALSO, I STILL HAVE NEVER RECEIVED A COPY OF THAT CONTRACT AND WOULD LIKE A COPY OF IT.

  

  Business Response

  Date: 03/22/2023

  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 would like the opportunity
  to clarify and address the additional points the consumer has expressed within
  her rejection.
  

  First, the screenshots
  attached are not from Safe Haven, they are from ADT Corporate. Each of these documents
  do not mention Safe Haven, nor any references to the previous account listed
  under Safe Haven. Safe Haven has not received any communication from the
  consumer prior to March 14,2023. Safe Haven attempted to contact the consumer the
  same day, however a busy tone occurs whenever the primary number on files is
  called. Safe Haven received an email from the consumer on March 17,2023 and
  began communicating via email and by telephone in order to coordinate the best
  time to communicate with the customer.
  

  Secondly, the
  consumer’s original complaint only referenced issues regarding the consumer’s
  billing and monitoring services, both of which are under ADT’s jurisdiction.
  Safe Haven cannot provide information regarding the actions ADT may or may not
  have taken regarding the length of time it took to provide emails to the consumer
  or why any billing may or may not have be drafted. Again, the consumer would
  need to direct their concerns within the complaint to ADT.
  

  In last, Safe
  Haven previously addressed the consumer’s allegations regarding the equipment.
  Safe Haven was not notified of any services issues by the consumer or ADT in
  order to provide resolution to the alleged issues. The consumer contacted ADT
  to terminate the services directly and ADT honored the consumer’s cancellation.
  At no point did ADT issue a penalty-free cancellation, or provide Safe Haven
  with a notice that the consumer’s early termination fees would be waived. Any
  calls conducted with ADT that the customer has referenced will need to be
  collected from ADT directly, not Safe Haven.
  

  At this time, Safe
  Haven’s priority IW  the consumer’s comprehension
  on this matter as the allegations in question all stem from actions of ADT. Safe
  Haven’s employees have communicated with the consumer via email and provided
  requested information upon request. Safe Haven encourages the Better Business Bureau
  to redirect the complaint to the appropriate location within ADT. Thank you for
  your review.

• Initial Complaint

  Date:03/20/2023

  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.

  ADT came to our house when we bought it and offered to install a home security system. We reluctantly agreed after I asked many questions. One of the questions I specifically asked is if I’d get charged by my local fire department and police department for false alarms. Well of course we are only one month into our service and while cooking in the kitchen our smoke alarms go off and we cancel the alarm quickly , then we call ADT to make sure it has been cancelled. They said it had been cancelled but the fire department shows up anyways and we are told we will be charged a hefty fee if it happens again. We tried calling and spoke to a woman named Darien but she refuses to let us cancel without paying a fee. This is not acceptable. ADT says I’m the contract that we have 6 months to cancel with no fee as long as the issue is on their end. It has been only a month that we’ve had this service and already ADT has broken their contract and is trying to charge a cancellation fee for a mistake on their end, along with having no way to help avoid the false alarm fees that they promised would not be a problem if we called our local departments. When we called the local department they said the fee will still be charged and there is no way to avoid the fee. I would like to cancel my ADT subscription and return the equipment

  

  Business Response

  Date: 03/19/2023

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

  

  Business Response

  Date: 03/21/2023

  Dear Better Business Bureau,
  
  
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by the ***** ******. Safe Haven is an Authorized Dealer of ADT licensed to sell and install alarm monitoring services. Safe Haven does not oversee  monthly billing, emergency response fees, the monitoring stations or have authority of when the local authorities are  alerted. ADT oversees most of the previous items mentioned and it would be at their discretion to offer any insight on why emergency responders were alerted against a consumer's wishes. Fees for emergency responses are assessed by a consumer's local city/county, specifically should a customer be unable to respond to ADT's monitoring alert prior to issuing request for emergency responders. If a consumer's local city/ county assesses a fee, it would be under their discretion to offer any adjustments to those fees.
  
  Additionally, the consumer alleges ADT has advised the contract provides a 6-month time frame for consumers to enforce a penalty-free release. Safe Haven cannot speak for terms that were allegedly given, but the terms in reference are not outlined within an Authorized Dealer contract. The consumer entered into an alarm services contract with Safe Haven Security on December 23,2022. Safe Haven provides a rescission period for all of its customers explicitly detailed within it's own document. Should a consumer request to cancel services any time outside of the defined rescission period on page 9 "Notice of Cancellation", they are subject to the early termination fees outlined on page 5, term 2 "EARLY TERMINATION OF THIS CONTRACT".
  
  In last, Safe Haven advised the consumer on 2/8/2022 that they were not eligible to have the equipment removed from the residence or a full refund after the consumer issued a request to terminate the services. The consumer was advised they would be subject to an early termination fee to terminate services outside of the rescission period and the consumer disconnected the line.Safe Haven has not received any further communication from the consumer regarding their service or any issues with their services.
  
  At this time, Safe Haven encourages the consumer to give us a call if they are experiencing any type of service issues so that we may schedule a service appointment. Safe Haven can be reached Monday through Friday, 8 AM to 7pm central time. Should the consumer wish to forego resolution aid to the service and move forward with cancelling, they would be responsible for the fees mentioned above. Safe Haven is unable to adjust any billing and recommends the consumer reach out to ADT or their local authorities regarding the emergency responders and the monitoring station that alerted them against the consumer's wishes. Thank you for your consideration.

• Initial Complaint

  Date:03/16/2023

  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. If I have any other service or customer service issues I will be opening another complaint and will go through legal channels to end the contract we are in. 
  
  Regards,
  
  ****** ******told her what happened she said she would reach out to the tech supervisor to see about scheduling something still for that evening. She could not get a hold of them. I told her we would not pay the $59 service call fee since our appointment was missed at the fault of Safe Haven. She said she noted in their system that she agreed that no charge would be given to us and that she could schedule someone to come the next day, Wednesday, March 15th. I told her both my husband and I would have to work so I could not be back in Tacoma until 5-5:30 she said she would list arrival time to be that time and I would get a call before they came. I was home at 5:00 and we never received a phone call and no tech ever came.
  This is HORRIBLE customer service that we continue to receive from this company.
  
  We are no longer wanting to do business with Safe Haven or ADT. We would like the system removed and we would like to cancel the contract without any further payment owed to them.

  

  Business Response

  Date: 03/23/2023

  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.  Safe Haven has been diligently
  working with the consumer on resolution assistance towards her concerns. Due to
  the experience the consumer endured; Safe Haven has issued a check reimbursement
  valued at one month’s worth of services.  We appreciate the Better Business Bureau or
  bringing this matter to our attention and the opportunity to provide the
  consumer with a satisfactory resolution of removing the smoke sensor and ensuring
  system operating functions were to her liking. We thank Mrs. Thomas for allowing
  us to return to the residence to alter the devices installed and help restore
  peace of mind within the function of the equipment. Thank you for your
  consideration.

• Initial Complaint

  Date:03/15/2023

  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.

  On February 20, a lady from Safe Haven came to our home. She said she was here to look at the house as part of the *********** Home insurance process. I asked how come she was wearing a Safe Haven Badge and not a *********** badge. She said Safe Haven is a *********** contractor.
  She said as part of the insurance process if we got ADT, *********** will pay for the equipment and give us a monthly discount. She said the monthly package will cost us $66.56 but it will be lowered when the *********** discount and equipment payment kicks in. A tech, *********** *******, came on February 21, to install the security system but did not install the camera.
  He told me to sign a DocuSign document via email which was to confirm the installation of the equipment he had installed thus far. I called and texted ***** to let her know the installation was incomplete, to no avail.
  I called *********** on March 5th to let them know how terrible their service is. That they sent their contractor to my house and now I cannot get them to finish the job. I told them I have the certificate of installation for them to help me pay for the equipment and give me the monthly discount. That’s when *********** told me they had no idea what I was talking about. The *********** rep tells me that they have not sent anyone to my property as yet and even when they do, they will not enter my house. They also stated they have no affiliation with safe haven security or ADT and they will not be paying for any security equipment. That’s when we realized that we have been scammed!
  I called safe haven to cancel but they said I am in a 36-month contract and I had 3 days to cancel. The rep said that when *********** installed the equipment on February 21st, I signed the contract. I said, first of all, ***** impersonated a *********** rep to get a deceptive sale, the tech didn’t finish the job and no one told us about a contract. *********** told me I was signing for the equipment he had installed.

  

  Business Response

  Date: 03/20/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the complaint made by ********* ******. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter. Safe Haven is actively communicating with the consumer to address her concerns and collect the necessary information to investigate the allegations listed within the complaint. This matter has been escalated to the highest level conduct an internal investigation to move forward with the necessary resolution efforts. Safe Haven is currently awaiting **********' supporting documentation that details the different forms of communication with the alleged named employee to further review this matter. We thank the consumer for her consideration and look forward to resolving this as soon as possible. Thank you for your review.

• Initial Complaint

  Date:03/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  More than 2 months ago I contacted ADT for home security service. The tech came and said he couldn’t install the cameras because it turns the tech was missing some things. The tech nor the company ever reached out. I called couple times to let them know and never scheduled anything as well as letting them know that I won’t be paying them since they didn’t complete their part of the services for home security . Now they sent me a bill saying that I owe them for services when nothing is connected properly. As well as a letter from their attorney saying i owe them thousands of dollars when i reached out to them a lot of times and they kept giving me the run around. Please contact me in Spanish

  

  Business Response

  Date: 03/13/2023

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

  

  Business Response

  Date: 03/14/2023

  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 endured throughout this matter.
  After reviewing the account, the consumer entered a thirty-six (36) month
  agreement with Safe Haven Security for ADT alarm services on May 24,2022.
  

  As
  an Authorized Dealer, Safe Haven is licensed to sell and install ADT alarm
  monitoring services for consumers. The alarm services contract is provided
  directly through our partnership with ADT and presented at the installation for
  the consumer’s review. 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,
  for services installed by Safe Haven Security. When a consumer signs the
  contract, they are presented an electronic contract on a mobile device with the
  installation technician. Within the copy of the contract, time stamp and date
  analytics reflect when the contract was sent, reviewed, and signed. Safe Haven
  provides a three-day right of rescission period for all consumers outlined
  within the Notice of Cancellation document. The document provides detailed
  instruction for a consumer to exercise their right to cancel penalty free if chosen
  

  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 during the collection of necessary
  documents required to be authorized by the consumer. When Mr. Botzo
  authenticated his electronic signature, he authorized he read, understood, and
  agreed to the terms within the contract. Within those
  terms, page 5 outlines the “IMPORTANT TERMS AND CONDITIONS” of the agreement. Term
  8 listed under, “INSTALLATION” advises the consumer they are responsible for
  providing compatible internet connectivity for the operating features of
  devices within the system ( if applicable). During the installation, Mr.
  Botzo failed to provide sufficient internet resources to complete installing cameras
  and advised Safe Haven could return at a later date.
              Concurrent to the above, Safe Haven
  did not receive any communication from the consumer until August 25,2022. Mr.
  ***** advised he wanted to cancel due to the camera not being installed. Safe
  Haven advised the consumer of the account history call records and advised  that there had not been any attempts to notify
  Safe Haven internet services had been installed in order for us to return to
  the residence to finishing the camera installation. The consumer was offered to
  have a technician go out to eh the property and a quote of the early
  termination fee, but the customer declined both and disconnected the call.  Safe Haven had a local branch technician
  manager make communication attempts to the consumer by phone and voice message
  on 9/1/2022 and 9/13/2022, but did not receive any follow up communications
  from the consumers.
  Following
  Safe Haven’s previous attempts, ADT sent notice to Safe Haven that the consumer’s
  account had been delinquent on September 27,2022 and had reached a level of
  pending cancellation effective October 23,2022. Safe Haven attempted to notify
  the consumer of the pending cancellation notice in efforts to bring the account
  current on September 29,2022, but Mr. ***** advised he didn’t receive cameras
  and no one had attempted to contact him. Safe Haven outlined the previous contact
  attempts above and then Mr. ***** advised he was not sure if had been calling the
  right number. A technician manager made a third attempt to reach the consumer the
  same day and was unsuccessful, but sent an email with additional information for
  Mr. ***** to utilize in order to return Safe Haven’s contact attempts.
  Safe Haven did not receive any follow-up communication from Mr.
  Botzo until October 12,2022, at which point he contested the delinquent balance
  due to not having cameras installed. Safe Haven advised the initial reason for
  cameras being delayed was due to the consumer’s failure to provide sufficient
  internet capabilities and lack of follow up to Safe Haven’s contact attempts to
  schedule with a technician manger. Safe Haven made an additional attempt to
  schedule an appointment to have a technician go to the residence, but Mr. Botzo
  declined and advised he would speak to ADT regarding the current balance being
  waived and pursue legal advisement before moving forward.  A representative for the consumer sent an
  email to Safe Haven the following day requesting resolution to the account.
  Safe Haven advised of efforts made the day prior in addition to the current
  pending cancellation status. Safe Haven did not receive any further communication
  from the customer and ADT completed the consumer’s cancellation on October
  25,2022.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the customer be issued any adjustments
  to his billing. Mr. ***** failed to have the required resources at the
  installation and failed to return Safe Haven’s communication attempts at
  installing the cameras on six (6) separate occasions by telephone and email
  combined. Additionally, Mr. ***** failed to pay the monthly monitoring services
  bill ADT provided and allowed the account to cancel for non-payment. A copy of
  the contract has been attached for reference. The early
  termination terms can be found on page 5 term 2 under “EARLY TERMINATION OF
  THIS CONTRACT”. The following term 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.”
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty free, adjust the account balance, or remove the collections status as
  the cameras owed were provided within the sales package and the consumer did
  not have to pay any installation cost upfront to obtain services. All further communication
  efforts from the consumer will need to be directed towards ****** * *****,
  as they hold the outstanding debt outlined above. Thank you for your review.

• Initial Complaint

  Date:03/09/2023

  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:
  

  I am rejecting this because I have zero missed calls or voicemails
  from Safe Haven or ADT. I also do not have any emails. I have called and
  left a message w. ****** at the number instructed without any return
  call.
  

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

  will not charge my credit card anymore.

  

  Business Response

  Date: 03/17/2023

  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. Safe Haven’s
  Builder Division has diligently attempted to communicate with the consumer since  March 14,2023. Unfortunately, Safe Haven’s
  attempts have not received any follow up from the consumer. Safe Haven encourages
  the consumer to return her Builder Concierge's contact attempts. THe consumer can reach ****** ****** directly
  at ************ in order to help work towards an amicable resolution to her concerns. Thank you for your consideration. 

  

  Business Response

  Date: 03/27/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the rejection. Safe Haven would like to address the additional allegations *** ******* has made within her rejection to her initial notice.
  First and foremost, Safe Haven keeps documented logs of calls and email attempts made for each consumer. *** ********* listed primary number on file ( 3213534774) did not permit a voice message to be left. Safe Haven attempted to utilize the number the consumer provided ( ************) on multiple occasions and it also did not permit voice messages to be left. *** ******* referenced a “******” she attempted to call back, but none of the account specialist who’ve been assigned to her account were named ****** or are employed at Safe Haven. Safe Haven is unable to speak to on behalf of the named representative referenced within the rejection. Safe Haven’s contact attempts for both numbers began 1/12//2023 until as recent as today, 3/27/2023. All of which were left unreturned outside of today.
  Secondly, the customer’s initial complaint alleged Safe Haven owed the consumer for services left unprovided, refunds towards the equipment purchased and that Safe Haven would not charge her credit card. Safe Haven advised that we are unable to oblige the consumer’s desired settlement of refunds because the documented attempts to provide a resolution were left unreturned. Safe Haven does not have authorization over ADT Billing or monitoring and it would be at the consumer’s discretion to contact ADT in reference to billing adjustments.
  In last, Safe Haven spoke with the consumer and offered to schedule a service appointment to address the consumer’s system concerns at no charge and the consumer declined. *** ******* advised she had already sought out another company for services and wants to terminate the services penalty-free. Safe Haven advised the consumer we were unable to accommodate her request, but that we could come out to the residence to attempt resolution aid or evaluate the equipment for its operability. Safe Haven must be unsuccessful in providing all options necessary to provide a resolution then deem the system inoperable for a customer to be eligible for a penalty-free termination.
  At this time, *** ******* declined Safe Haven providing resolution aid. Safe has not deemed the system inoperable so the consumer is subject to the terms referenced under “EARLY TERMINATION OF THIS CONTRACT. Safe Haven has provided logged call history, recorded emails and recordings of today's attempts to disprove her rejection allegations. Safe Haven has diligently attempted to contact the consumer and provide resolution and all attempts have been declined. If *** ******* would like to terminate the account, she may contact Safe Haven to fulfill the early termination fee. Should she wish to forego her cancellation request, she may contact **** ******* her Builder Concierge point of contact to schedule a service appointment at no additional cost. There is no further action required by Safe Haven.

  Customer Answer

  Date: 03/28/2023

  [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: Safe Haven’s  source documentation for their basis is unqualified.  the number ************ Safe Haven has alleged trying to contact myself at, is not credible. This number has not ever been in my position to be reached or owned by me. As per just a single date (of many) documentation provided, I reiterated to Safe Haven this was not my contact information and gave them the correct information. The number they provided is actually the initial installer’s phone number Safe Haven sent for initial install. Installer set up many usernames, passwords and codes across multiple devices and apps.
  To which I have had difficulty (for one of many reasons) to access. In regard to communication:  -Safe Haven failed to return multiple phone calls and e-mails by customer to resolve open issues. -Safe Haven listed their installer’s phone number as customer’s phone contact.  -Not authorized or initiated by customer. -Safe Haven failed to update customer’s phone contact info on several occasions when notified by customer.  -Safe Haven failed to try to get in contact (or return emails) via e-mail. *Customer has provided just enough evidence to support all statements above.  *Clearly disproves Safe Haven’s claims.  At this point customer is generously willing to settle for penalty free termination of contract, refund for services charged and not received, customer’s payment to Safe Haven for faulty equipment charged but not working properly. Safe Have  is welcome to retrieve their faulty equipment from customer’s home. Customer agrees to settlement if said fair demands are met and to stop any and all escalation of said situation.
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/07/2023

  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: When SafeHaven first made contact with me,  a representative showed up at my home. Installation was set up. I would love to hear the recording of me back in January 2022 because I didn't speak to those folks over the phone about them being SafeHaven vs. ADT My dispute isn't about that anyways as this company decided to lay out at great length with no reason.  My dispute is first with their contract that does not say that I cannot move. Unfortunately I did not record both conversations with the representative who sold the system and the installer that they replied to my question "what if I move" with we will move you! Free! I knew it was too good to be true. Also,  I did not decline their moving options. I wanted my contact to be moved to my new home like they said they would.  They refused to do that and said I needed an entirely new contract.  Read their reply. They are excellent at skirting around the actual issue and providing information from their contract that does not exist.  Their contract states that if I terminate the contract I pay the cancelation fee. There is zero information on their contract that says I cannot move without an entirely new contract. It does not say anywhere that the contract is location specific.  I suggest they read the contract and show me their exact location specific verbiage. I've had many read it and it is not there.   Regards, 
  
  ***** *******

  ransferred my unpaid fees to a collection agency. I never received a bill for the termination fee. Not in the mail, nor a phone call or even an email. When I tried contacting them, they said they couldn't talk to me and I needed to talk to the law firm which they transferred me to without another word. The law firm had just received my debt notice that day. So, they were unable to send me a bill but they were able to send me an email they transferred the debt that very day before the law firm even received record of it. The law firm accessed my account from Safehaven and read the notes on my file confirming everything I've shared this far.
  Buyer beware! Do not use Safehaven. If you need security, call ADT directly. They even have more options that Safehaven will tell you do not exist. ADT has had way better customer service as well.

  

  Business Response

  Date: 03/13/2023

  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 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 extend our apologies for all
  frustrations the consumer has endured throughout this matter. After reviewing
  the account, the consumer entered a thirty-six (36) month agreement with Safe
  Haven Security for ADT monitoring services on January 21,2022.
  

  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 is an Authorized Dealer licensed to
  sell and install ADT alarm monitoring services. Prior
  to the installation, **. ******* authorized a work order for the installation
  of services on January 20,2022. **. *******
  verified verbally on a recorded line and in writing that she understood she was
  entering into an agreement with Safe Haven, not ADT.
  Safe
  Haven conducts multiple authorization steps to ensure if anything changes from
  time of the original verbal recording to the day of the installation, the
  customer’s full consent is provided. 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 for the
  services provided by Safe Haven Security. Prior to the installation, a verbal
  recording and an installation work order form is signed authorizing the details
  of the agreed upon terms. The consumer acknowledged Safe Haven as the agreement
  holder and was provided detailed information outlining the details of the contract
  agreement. specifically, for the services provided by
  Safe Haven Security.
  

  When
  an installation occurs, the consumer signs a contract giving authorization to
  establish services, the contract terms, and any additional equipment purchases
  that may occur outside of the allotted sales package provided to the customer. 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 customer inputting a four-digit code sent to them in order to
  generate an electronic signature. When this is signed, the customer is
  authorizing they agree to the terms of the agreement and authorize the completion
  of the installation to their standards. 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
  document provides detailed instruction for a consumer to exercise their right
  to cancel penalty free if chosen. It is the consumer’s responsibility and
  discretion to review any legal document provided to them that requires their
  signature agreeing to terms and conditions of the agreement.
  Secondly,
  Safe Haven was contacted by *** ******* on 9/20/2022 and advised she was
  moving. Safe Haven conducted a series of emails with the consumer from
  September 2022 to December 2022 disclosing relocation options offered as a courtesy
  outside of the contract terms that permit the consumer to avoid early
  termination fees outlined within the “IMPORTANT TERMS AND CONDITIONS” on page 2
  under paragraph 2. **. ******* declined utilizing the courtesy options Safe
  Haven provided and left a remaining early termination fee balance on her account
  when the cancellation of service processed for *** **** ******* ****** ** ******* ********
  In
  last, when **. ******* refused to relocate services and enter into a new
  36-month agreement, the balance left remaining on her current contract was
  forwarded to an outside agent to collect on. Safe Haven disclosed all of the
  necessary information about the contract terms upfront at the consumer’s
  discretion to review. The consumer provided verbal, electronic, and written
  confirmation on all of the recordings and documents collected pertaining to the
  alarm services contract entered into with Safe Haven Security Services. When the
  consumer was unable to fulfill the thirty-six-month term, Safe Have provided additional
  courtesy options that the consumer later declined.
  

  A
  copy of the contract has been attached for reference.
  The early termination terms can be found on page 5 term 2 under “EARLY
  TERMINATION OF THIS CONTRACT”. The following term 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.”
  At
  this time, Safe Haven is unable to release the customer from the contract penalty
  free or adjust the collections status issued on the account. The customer failed to enforce
  their right to cancel without penalty and at this time is subject to the
  contract terms and the current collections status. Thank you for your time.

  

  Business Response

  Date: 03/20/2023

  Dear Better
  Business Bureau
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the rejection made regarding the account listed under *******
  *******. Safe Haven would like the opportunity to clarify and address the
  additional points the consumer has expressed within her rejection. First, Safe Haven
  Security advised previously we were unable to meet the consumer’s desired
  settlement of reducing or retracting the termination fee. Safe Haven advised
  the contract terms designate the property location on *** ** ******* street as
  the “ Monitored Location” specific to the alarm service agreement and the terms
  and conditions of the agreement for full term ( 36-months). This can be found
  on the first page detailed under “Email Address”. The contract formally states
  the following,
  “(the
  “Monitored Location”), and Authorized Dealer, with corporate offices located at
  the Address set forth above. Authorized Dealer agrees to sell and install the
  alarm system described in Section 5. Equipment to be Installed (the
  “Equipment”) at the Monitored Location and to provide Basic Monitoring
  Services, Optional Monitored or Electronic Services and Optional Services, if
  applicable, as described in Section 4. Services to be Provided (collectively,
  the “Services”). I agree to pay Authorized Dealer, or if ADT accepts this
  Contract, ADT for Services to be provided in the amounts summarized in Section
  4. Services to be Provided and Section 5. Equipment to be Installed, and upon
  and subject to the terms and conditions of this Contract.”
  

  Secondly, **s.
  ******* notified Safe Haven September 20, 2022 she was moving. Safe Haven
  provided **** ******* courtesy relocation options within 24 hours of notice and
  advised of the contract terms in addition to the early termination fee she
  would be subject should she fail to utilize one of the options provided prior to
  the account terminating. ***. *******’s dispute is in regards to the courtesy
  options Safe Haven provides, not the contract. Again, they are courtesy options
  provided at Safe Haven’s discretion, not for the consumer to dispute or alter
  to their liking as the contract itself is what the consumer signed and
  authorized they would uphold. *** ******* disputed the courtesy relocation
  options Safe Haven and the cost associated with relocation. Safe Haven advised the
  consumer the options were a courtesy and the contract specifically outlines the
  terms of the agreement she is subject to. Parallel to term 2 on page 5, page 7,
  term 19 B3 under” Cancellation” specifically, states the following,
  ‘”B. Dealer may
  cancel this Contract upon written notice to Me if: ( (3) I fail to comply with
  any other term”( Term 2)

  “or condition of this Contract.”  ( 36-month
  agreement at the designated “ Monitored Location”)

  “ Upon receipt
  of written notice from Dealer,”  ( Mover options sent with the early termination
  fee advisement sent on separate occasions)

  “ I will have
  ten (10) days to correct the deficiency. If I do not correct the deficiency in
  a timely manner, and Dealer does cancel this Contract, Dealer may assess
  contract termination charges, if any, as described in Paragraph 2 above.”

  Concurrent to the
  above, when ***. ******* gave notice in September, she was acknowledging that
  she was unable to comply with the 36-month term at the specified monitored
  location of the agreement (*** * ******* ***). Safe Haven (Dealer) provided
  ***. ******* written notice of alternative solutions from September 2022 to
  January 2023to avoid the deficiency ( the early termination fee) and gave
  notice of the termination charges she would be subject to in the event she failed
  to utilize a courtesy option. The consumer fails to regard Safe Haven’s courtesy
  to the alarm services agreement and has even disputed the courtesy due to cost.
  Secondly, ***. *******
  has stated on multiple occasions that there is no place within the contract
  that says she cannot move, however has failed to acknowledge the terms that
  identify she can move or any of the related terms that do identify the length
  of the term agreement, the specific “Monitored Location” the term applies to
  and the early termination fees assessed in the event she breaches the term of
  the agreement due to relocating from the “Monitored Location” In last, it is at
  Safe Haven’s discretion to offer courtesy options. Safe Haven offered the
  consumer multiple opportunities to execute one of the courtesy options and she
  chose to dispute the options eligible to her over a 3-month time period. Safe Haven has been clear and have attempted to ensure the consumer's comprehension on the terms of the agreement, but also what it means to be provided courtesy options and how to execute them properly. ***. ******* failed to provide Safe Haven with the necessary information to dispute
  the early termination fees on her behalf after she allegedly obtained new monitoring
  services with ADT. ***. ******* has consistently made false allegations against
  Safe Haven and as recent as March 7,2023 claimed Safe Haven never contacted her
  regarding any of the information listed above.At this time, the
  previous findings stand and the consumer’s collections status is valid. ***.
  ******* failed to obtain new services with Safe Haven under a new service
  agreement, provide the detailed information requested by Safe Haven of a new
  service agreement with ADT corporate or fulfill the early termination fee
  balance outline within the services agreement. ***. ******* will need to
  communicate with the collections agency to settle the remaining balance left
  from her alarm services agreement moving forward.

• Initial Complaint

  Date:03/06/2023

  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.

  The service was installed on October 29, 2022. Every since installation I have had an issue with the service and called them pretty.much weekly. No one knows how to resolve my issues I have spoken to numerous representatives, 6 techs have been sent to the home and still no resolve. The door bell has been replaced, and it still doesn't record video. People literally can walk up to my home and door without me being aware. No will let me speak to manager, the representative that signed me has ghosted me, a so called manager with safe haven has ghosted me. No one is responsive to my request and they refuse to allow me out of my contract, though they haven't been able to resolve the issue. The last representative I spoke to informed me the solution would be to get their new ****** camera at cost to me because they can't resolve an issue that is their fault. I cancelled the service and they wnt me.to.pay over $1,000 for the cancellation, which was cancelled because I've been paying for nonworking service from day 1. I haven't safe having their security one day since I've lived in my home, which defeats the purpose of having their service. They supposedly have a guarantee that they will let you out of contract is you're unsatisfied and can't fix the issue on their part, however I have met resistance regarding this as well. This situation has been very frustrating and I shouldn't have to work this hard to get what I'm paying for, nor should I be ignored by a business I may a patron of.

  

  Business Response

  Date: 03/06/2023

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

  

  Business Response

  Date: 03/13/2023

  Dear Better
  Business Bureau
  

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by Latasha Dennis. 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 account, the consumer entered a thirty-six (36)
  month agreement with Safe Haven Security for ADT monitoring services on October
  29, 2022.
  First
  and foremost, Safe Haven would like to advise the consumer issued a cancellation
  request that was completed on March 6,2023. Safe Haven disclosed all of the necessary
  information about the contract terms upfront at the consumer’s discretion to
  review. The consumer provided verbal, electronic, and written confirmation on
  all of the recordings and documents collected pertaining to the alarm services
  contract entered into with Safe Haven Security Services. The alarm services contract is provided directly through
  our partnership with ADT. Within this agreement, Safe Haven does not provide a
  six-month money back guarantee, however, ADT does offer a " Longest
  Money-Back Guarantee". The guarantee only applies after ADT has made
  attempts to resolve a system-related issue and has not been able to resolve
  that issue within the first six months of a direct contract with ADT. Moreover,
  Safe Haven understands where the confusion may arise with a consumer about the
  terms governing over the guarantee, however, your services were obtained
  through an Authorized Dealer, not ADT. In the event a consumer issues a claim
  to a money-back guarantee, Safe Haven advises clarity and eligibility on the
  terms.
  

  Safe
  Haven provides an operational guarantee to our customers. This guarantee occurs
  in the event we have made several attempts to resolve a system-related issue
  and have not been able to resolve that (singular) issue within the first six
  months of the contract, in addition to a Safe Haven technician exhausting all
  options deemed necessary to provide a resolution unsuccessfully. If a Safe
  Haven technician deems a consumer's system inoperable, Safe Haven may permit
  the consumer eligibility for a penalty-free release. When system is referenced,
  "system" means the security system, not any supplemental devices such
  as ;( cameras, door locks, garage door sensors, thermostats, lamp modules, key
  fobs, etc.) Supplemental devices are not a factor in the functionality of the
  actual security system and do not prevent ADT monitoring stations from
  receiving a signal, nor do they cause an interruption of the monitoring signals.
  Conditions preventing normal system operation cannot be caused by the customer
  in order to qualify for Safe Haven’s operational guarantee. Safe Haven’s
  operational guarantee is based on the operation of the system, it is not based
  on a satisfaction guarantee.
  

  Secondly,
  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 due to the recording function of the doorbell
  camera and a request with connecting smart home feature devices. Safe Haven did
  not perform any additional service request that pertained to the function of
  the alarm monitoring signals or the malfunction of the system. Additional service
  trip request were made on the following dates; 11/15, 12/10 and 12/31. Each of these
  trip requests were in regards to the placement of the cameras, not the function
  of the supplemental device. Relocation of equipment or placement of devices is
  not covered under warranty and subject to an $85 trip fee for every occasion. Safe
  Haven performed three (3) out of the four (4) additional service request for
  camera placement with no additional charge to the consumer. In total, Ms.
  Dennis was exempt from over $250 dollars’ worth of fees (not including tax) as
  a courtesy by Safe Haven in efforts to maintain positive relationship.  
  

  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the customer be issued any adjustments
  to her billing. Safe Haven allows all of our consumers to review the terms of
  the contract at the time of installation and after. It is the consumer’s
  responsibility and discretion to review any legal document provided to them
  that requires their signature agreeing to terms and conditions, specifically,
  for the installation of the equipment provided by Safe Haven Security. Safe
  Haven was permitted to return to the residence on four (4) separate occasions
  from November 2022 to December 2022 in regards to the placement of the cameras.
  Prior to December, Safe Haven visited the residence on one (1) occasion outside
  of the installation that did not pertain to the placement of the cameras, but
  was in reference to user education on how to utilize notifications for the
  doorbell camera and it’s recording features. None of the visits that occurred were
  to any cause of service interruption or failure to the alarm monitoring system.
  Safe Haven provided the consumer with additional instruction to honor her relocation
  request, however, the consumer was advised additional electrical and an
  electrician would be needed in order to complete her request. The consumer declined following the instruction advised and Safe Haven was unable to relocate
  the device as we do not have control over the power sources within the home that
  operate the doorbell.
  

  In last, the consumer requested
  cancellation of services that left a remaining termination fee balance on the
  account. A copy of the
  contract has been attached for reference. The early
  termination terms can be found on page 5 term 2 under “EARLY TERMINATION OF
  THIS CONTRACT”. The following term 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.”
  Early termination terms and the previously
  mentioned terms surrounding the Notice of Cancellation document give specific
  detail of dates outlined that were permissible for cancellation penalty-free.  The
  consumer failed to enforce their right to cancel without penalty and at this
  time without the system being deemed inoperable by a licensed Safe Haven
  technician, the customer would be subject to the contract terms and the pending
  collections status should she fail to fulfill the remaining balance. Thank you
  for your time.