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:03/03/2023

  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:

  1) The Basis of the contract was not met, safehaven is supposed to provide security services for the House through use of alarm and camera system, specifically using the items purchased, doorbell camera, outside camera, door alarms. that was all not met when my cameras went down and i was unable to get it up and running and schedule a technician to come out to fix said cameras over the course of 3 weeks
  2) The contract is based on a mutual mistake of fact. From the very beginning Safehaven was misleading. And I have a witness who has done a letter stating events that transpired who has wrote a letter bf can confirm this. The fact that the salesmen who came to my door was misleading and said I would have two cameras one in the backyard be one in the front yard, and he also never mentioned he was a third party contractor with Safehaven for ADT. 2 the installer showed up unannounced, the very next day after I had worked a double, a 16 hour shift half of which was a midnight shift. The installer started to install before remembering that I had to sign the contract (A BREACH OF POLICY). I was not read the contract I was handed a phone which I could barely see due to poor eyesight, and also only have  1-2 hours of sleep in the last 20 or so hours. Meaning the contract was not properly gone over with me and I was not in the right frame of mind to even sign the contract to begin with. Then the installer installed a camera out in the front driveway and a doorbell. When I asked where the second camera was. He explained the doorbell is the camera. When I informed him that I was told I would have TWO cameras one in the front of the house and one in the back of the house. He told me it was already installed to the front and he does not have another camera to install in the back. Which prompted me to contact ADT, because no one ever explained to me YOU GUYS were not ADT but in fact a 3rd party contract. All of this can be verified through ADT and Safehaven. I’m confident Safehaven or ADT has my initial request and complaint for a backyard camera, which after spending HOURS on the phone I was not contacted about again. After that, I tried to cancel the services being unsatisfied with the amount of unprofessional and misinformation yet I was unable to, as 3 businesses  days had already passed while I had waited for a response about the cameras. 
  Due to this, which can be verified through witness testimony, I have 2 avenues to get out of the contract. 1) not being in the right state or frame of mind to read the contract on a tiny phone when holes had already been drilled into the house and he could only continue until I finished signing while I was desperately in need of sleep and trying to go back to sleep. <again can easily be verified by work schedule, a witness, and I’m sure the installer and salesmen having to testify under oath in court. And 2) the fact I was misinformed about who the contract was being made with as your salesmen had made no attempt to inform use the basis of the contract and I had not agreed to this contract. As I was expecting to have TWO cameras one in the driveway and one in the badkyard which was not met. 
  3) With above information I can also prove the contract is based on fraud. 
  4) The contract that currently exists with Safehaven should have been canceled when the contract with ADT was made. The fact that it did not, means that Safehaven, when asked to repair said cameras, should had, as the contract still existed. Rather than directing me back, numerous times, to ADT. The contract could/would have also been bought out by my new security company if Safehaven, followed properly policy and procedures in contacting me within 48 hours of ADT submitting what they had to submit to cancel the policy. Because Safehaven bad not contacted me, ever, in this regard. I had already made a new contract with a new home security services company. Due to safehavens own negligence the contract did not get bought out as it should have been.
  For these reasons the “fee” for cancellation should be made and the contract should be terminated. If not, I will be seeing Safehaven in court which will result in safehaven being charged: court fees, the cost of the remainder of the contract, the amour of hours I spent waiting and trying to get help from Safehaven at a rate of $28.85 an hour. I currently have over 18 proven hours to charge safehaven payment for. 

  Regards,
  
  
  
  ***** ****

  not know I was signing a contract with Safehaven. The stickers, sign, and app all had ADT name on it and NOTHING that I was told or given besides the contract which I was rushed and could barely even read on the small phone screen, showed that I was signing with a 3rd party contractor and not the actual company I was mislead into signing with.
  
  3. The installer installed a camera in the front and a doorbell in the front, When i asked him where the camera in the backyard was. he stated the contract is only for 1 camera, 1 doorbell, and door alarms and that i had to contact them to get it fixed. I called ADT and then found out ADT did not have the contract. When i spoke with Safehaven they said they will work on getting it out to me. They never did. After i called them again to figure out why they didnt contact me they said its not part of the contract. I then wanted to terminate the contract and they said it was too late and i would have to pay off the entire contract to cancel.

  

  Business Response

  Date: 03/03/2023

  Dear Better
  Business Bureau
  

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by ***** ****. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the 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 July 30, 2022.
  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 with servicing the equipment within the first
  year of obtaining the alarm services contract. ADT provides monitoring services
  and collect monthly billing under the contract terms.  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. 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. Additionally,
  Safe Haven collected a verbal authorization recording in which the consumer not
  only was informed they were speaking with Safe Haven, but agreed to the
  standard terms of the rate and equipment to be provided by Safe Haven. Prior to
  the recording, the consumer also provided an electronic signature on a work
  order for the services to be installed by Safe Haven, in addition to the 36-month
  contract being referenced.  Concurrent
  to the above, when a consumer signs the contract, they are presented an
  electronic contract on a mobile device with the installation technician. Safe
  Haven utilizes electronic signature through the use of DocuSign. The consumer
  is 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. Within the copy of the contract, time stamp and date analytics reflect
  of when the contract was sent, reviewed, and signed. Safe Haven provides a
  three-day right of rescission period for all customers as well as the Notice of
  Cancellation document
  provides detailed instruction for a consumer to exercise their right to cancel
  penalty free if chosen.  Moreover,
  Safe Haven has discussed, the contract with the consumer in detail on several occasions
  at length. The consumer gave verbal and written consent to two (2) cameras
  being provided within the features of the equipment given in the sales package,
  one outdoor and one doorbell.   A copy of the verbal authorization recording,
  installation work order, and contract have 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.”
   Lastly,
  the “IMPORTANT TERMS AND CONDITIONS” page additionally outlines significant
  details the consumer has disputed knowledge of after verbally and electronically
  acknowledging prior. Should the consumer wish to move forward with their cancellation request for
  the services obtained through Safe Haven, they will be subject to 75% of the
  remaining balance of the contract. Safe Haven can be reached directly by phone
  at 844-413-1920 Monday through Friday, 8 AM- 7 PM central time. Should the
  customer be unable to utilize phone services they may also contact Safe Haven
  directly at *******************************. Thank you for your review.

  

  Business Response

  Date: 03/06/2023

  Dear Better Business Bureau
  

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the additional rejection made by ***** ****. Safe Haven Security. Safe Haven would like it noted, the consumer’s initial complaint desired settlement was listed as a “Billing Adjustment” due to two allegations resulting in the consumer’s discretion to cancel their service agreement. The two allegations consisted of; 1. Being misinformed about was included in the sales package, 2. Installed showing up to the consumer’s reside unannounced without going over the contract and having the consumer sign it. Safe Haven provided supporting documentation to disprove and dismiss the allegations formed in the initial complaint with verbal recordings, work orders, and electronic signatures provided by the consumer acknowledging Safe Haven as company, the date in which installation work would be performed, equipment being provided, and the terms in order to obtain the equipment provided by Safe Haven and alarm monitoring services executed by ADT.After reviewing the rejection points the consumer listed, the consumer has listed additional complaints that Safe Haven will address below.

  1. Safe Haven is an Authorized Dealer of ADT. We are licensed to sell and install ADT alarm services and equipment, both of which were confirmed by the consumer through the use of electronic DocuSign and verbal authorization recordings. Additionally, the devices the consumer references as purchased are false. Safe Haven previously advised the consumer authorized verbally and electronically the following equipment was included in the sales package with no additional charges. Please see the equipment package listed below,
  • Touchscreen Main Panel | Qty = 1 | Item Charge = 0.00
  • Door/Window Sensor | Qty = 3 | Item Charge = 0.00
  • Outdoor Camera | Qty = 1 | Item Charge = 0.00
  • Doorbell Camera | Qty = 1 | Item Charge = 0.00
  Moreover, Safe Haven advised the consumer reached out on August 11, 2022, following the completed installation of equipment surpassing the designated rescission period. During the contact attempt, the consumer alleged being owed a motion sensor due to the following transcribed voice message stating,
  “found out that I don't have a motion detector for inside my house, the one for when I do the way I was told by someone who has the same system, a package that she has a motion detector in her house. But I don't have one in mine. So I think maybe they forgot when installed or something that like to speak to someone to see if we can fix that on.”

  Additionally, Safe Haven was not notified of any service issues or request. Following the communications in August, Safe Haven didn’t receive any communication from the consumer until February 23, 2023. On that date, the consumer notified Safe Haven they had another company install services and attempted to reference the same points issued in the rejection, specifically term 19 section 2 in order to cancel penalty-free. Safe Haven advised the consumer, we would have first needed to have been alerted of service issues and exhausted all efforts as the installer. If Safe Haven had been extended the previously mentioned and found the system (meaning any equipment submitting signals from the residence to ADT’s alarm monitoring center, or the applicable fire or police department, not supplemental devices e.g., cameras, door locks, and thermostats) was inoperable, it would be at that point Safe Haven may deem the system inoperable and offer a penalty- free termination. The events outlined above did not occur and therefore, Safe Haven did meet the “Basis of the contract”.
  

  2. Safe Haven has addressed the consumer’s allegations of being misled and equipment agreed upon with verbal recordings and written documentation authorized by the consumer disproving the claims referenced in this point. Safe Haven did not breach any policy. The consumer has been previously advised it is their discretion to review any document that requires their signature, including additional provisions that provide additional time (rescission period) to review and enforce cancellation of terms, i.e., the Notice of Cancellation. The consumer willfully authorized a verbal recording, a written work order, an installation date, and an electronic contract during July 29,2022-July30,2022. If at any point during the installation the consumer did not want to move forward with services are after services were installed, the consumer could have enforced their right to cancel penalty-free and failed to do so.
  3. When fraud is alleged regarding the contract, the consumer would have to first not confirm they signed the electronic contract. Safe Haven uses smart analytics to provide the IP address, the email used to authenticate the signature (i.e., *******************), and time stamp and date of when those actions occurred. These analytics can be found within the contract on page 16 under the Certificate of Completion further disproving new allegations of fraud.
  4. Safe Haven has confirmed with ADT, no additional contracts have been entered into or exist with ***** **** outside the agreement that remains active with Safe Haven. The current contract in place has a pending cancellation listed to finalize on  March 26,2023 by ADT. Additionally, the consumer is not at liberty to discuss Safe Haven’s internal policy and procedure based on assumption as fact. The allegations of policy and procedure the consumer has alleged within this point are false. Safe Haven is not required to contact a consumer within 48-hours of them requesting cancellation with ADT and when the consumer contacted Safe Haven to advised of terminating services, the consumer was provided the early termination fees at which point they had opportunity to provide to whomever they are alleging could “buy out” their contract. Safe Haven was not negligent at all in this matter.
  

  In last, Safe Haven has previously disclosed the fees for early termination that the consumer has had the opportunity to fulfill. Safe Haven has previously advised we do not have authorization over the monitoring services and that ADT places all terminations on the account. Safe Haven will not comment on any additional litigation threats from the consumer as we have provided all the necessary information to disprove the allegations in the complaint and rejection complaint issued to the Better Business Bureau. The consumer’s account is pending cancellation effective March 26, 2023. The consumer will be subject to the early termination fees without any adjustment to the billing. The consumer may contact Safe Haven directly by phone to pay the balance at 844-413-1920 Monday through Friday, 8 AM- 7 PM central time.

• Initial Complaint

  Date:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 claims to strive on their custumer service but in reality it's the worse I have ever encountered from a company. After calling the first time on a Saturday and finding out that they don't work during the weekend, I did call adt and the only thing they did is to give me the safe haven number again , adt did not helped at all. I then emailed safe haven and they didn't reply at all to my email, I had to call the next week on a Monday because they didn't even try to contact me. After I talked to someone on the phone they scheduled me a call with a technician but they never  mentioned that I had to be at the house during that time. At this time this is already weeks since my service hasn't worked.  I contacted the technician on his personal phone because that what he told me to do, to let him know and also because safe haven service it's hard to get in contact with. For a security company that says they care about custumer service they really don't do anything to show it. They know my service hasn't worked so why they haven't checked back to re scheduled or anything really ? They gladly collect the pay knowing my service hasn't worked. During my phone calls with custumer service the people I talked to are rude and they don't provide much assistance at all. Overall their custumer service it's the worse I have encountered with any company. I have never submitted a complaint but this company didn't leave me with any other choice because safe haven or adt have provided any assistance 
  
  Regards,
  
  ********* *******

  I file a dispute and haven't heard back from the company.
  I attached messages between me and the technician. It's really hard to get in contact with the company, so my only and las lt resources were to contact him. I also attached the conversation that I had thru social media

  

  Business Response

  Date: 03/02/2023

  Dear Better Business Bureau,
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued 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 monitoring services on August 12, 2022.  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 is open Monday- Friday, while ADT provides 24/7 call centers for monitoring concerns through the weekend. In the event a consumer reaches out to Safe Haven outside of business hours, a consumer is able to contact ADT directly, specifically for monitoring concerns. In the event a device is not working due to Internet or network issues, it is under the consumer's responsibility to provide sufficient Internet required for standard operating functions of those devices. After review of the consumer's allegations, Safe Haven did not find any incoming call records from the consumer contacting Safe Haven following the installation anytime prior to November 7,2022, which also happened to be the same day Safe Haven scheduled a service appointment for the customer. *** ******* was not charged any service fees for the visit, nor was the service request due to any issues of system malfunction. Safe Haven's technician went to the consumer's residence per his request on November 8,2022 to rehang additional sensors, provide user education on the ADC features within the system.  Following the service appointment above, Safe Haven received a voice message from the consumer on Saturday, November 12,2022. Safe Haven spoke with *** ******* within 24-48 hours of his notice regarding the doorbell camera not working. *** ******* advised his system was working, but that he had changed the name of his network and his doorbell camera was no longer functioning. 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 services. Conditions preventing normal system operation cannot be caused by the customer, so in the event the consumer changes the name of the network, that in turn can cause camera devices to no longer function based on the network they were originally set up under no longer being present.

  Moreover, Safe Haven spoke with *** ******* on November 14,20222 and advised of technical support ticket that as entered to help assist him remotely to help sync the cameras to the new network name. *** ******* was advised 24-48 hour call back time for resolution assistance with the camera and he accepted. Safe Haven't technical support agent contact *** ******* the following day ( 11/15/22) and the customer advised he was not at home ,nor would he be for the next few days and that he wanted to have a technician go out to his residence and reconnect the cameras. The agent advised *** ******* he would have to be present at the home for an on site visit and a service fee would be assessed. Following the agent's instruction of the on site visit, *** ******* advised he no longer wanted a service visit and wanted to cancel the services. Safe Haven provided *** ******* a verbal and written confirmation of the fee  for his review in order to move forward with his request. 
  

  Additionally, ** ******* contacted Safe Haven on November 16,2022 and requested for his back door sensor to be replaced due to falling off. Safe Haven's customer support team advised that the technician could go out to service the sensor without a fee after *** ******* began using profanity towards her, however, *** ******* was advised should  he request the tech to service the cameras he would be subject to the $85 service fee. *** ******* confirmed he understood and confirmed a service appointment to be performed on November 17,2022. Not only did *** ******* have the technician service the cameras, he failed to pay the associated trip fee he had been previously advised of. During the services appointment, the technician noted, that he fixed the back door sensors and the cameras were not working due to lack of WiFi in the home. Following that appointment, Safe Haven has not received any further communication from the customer.
  

  After review of the allegations made by the consumer,Safe Haven did not find any evidence to support the allegations formed. Safe Haven provides "Important terms and Conditions" that address the consumer's responsibility to provide compatible Internet services to support the necessary devices applicable,  terms relating to service fees and early termination fees. These terms are referenced begging on page 5, under term 2( Early Termination of This Contract ), page 6 term 8 ( Installation), page7 term 10 (Extended Limited Warranty/ Quality Service Plan). Safe Haven would like to note, *** ******* had contact Safe Haven customer support each occasion he scheduled a service visit, however following the last visit he began contacting the technician on his personal phone to schedule. At no point in time did Safe Haven advise *** ******* to utilize alternative scheduling tactics, nor was Safe Haven made aware of any additional request to schedule. Per term 26, Safe Haven is not bound by  representation, condition, promise, warranty, or express implied if not written into the contract. When *** ******* chose to attempt scheduling outside of his previous method with the confirmed appointments  In conclusion, Safe Haven is unable to issue a penalty-free cancellation or compensate *** ******* any additional reimbursement cost. Safe Haven has addressed each of  *** *******'s service concerns when notified and  provided resolution on each occasion present within the agreement. It is under *** *******'s discretion to terminate services, however, should his termination request be issued prior to the fulfillment of the 36-month agreement he would be subject to the contract terms in reference to the early termination. Thank you for your review.

  

  Business Response

  Date: 03/03/2023

  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 previously provided
  timelines and call recordings of Safe Haven proactively addressing the consumer’s
  concerns within 48 business hours or less of notice in reference to the false
  allegations concerning Safe Haven’s lack of customer service. Additionally, the
  consumer has not been able to provide any factual documentation outside of
  hearsay confirming Safe Haven advised him to contact the technician directly to
  schedule additional service calls as all previous service-related concerns had
  been addressed directly through Safe Haven customer support, not the technician
  themselves.
  

  Furthermore,
  it is at the consumer’s discretion to give notice for any service concerns.
  Again, Safe Haven does not have access to monitoring records, nor do we collect
  billing for the monthly monitoring services. Safe Haven is an Authorized Dealer
  of ADT permitted to install and service the equipment utilized for their ADT alarm
  monitoring services. The rejection response is supported by opinion and not fact. Safe
  Haven has already advised the consumer is not eligible for a penalty-free
  cancellation or reimbursement cost. Safe Haven has addressed each of Mr.
  Jimenez's service concerns when notified and provided resolution on each occasion
  present within the agreement. If *** ******* has been experiencing service
  issues, Safe Haven has not been made aware by ADT or the consumer directly
  through the designated customer support channels previously utilized. It is
  under *** *******'s discretion to contact Safe Haven to schedule a service
  appointment with the associate service fees, should he wish to forego scheduling
  a service appointment and want to terminate services, he would be subject to
  the early termination fees. Safe Haven customer support can be reached Monday
  through Friday, 8AM to 7 PM central time. Thank you for your review.

  Customer Answer

  Date: 03/03/2023

  [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 Safe haven has recordings of the phone call as well as adt with the numerous times I have called.  I first contacted adt and they Pointed the finger at safe haven.  So now you guys are doing the same . I file a dispute with adt as well an no one wants to be responsible. Again I called safe haven during the weekend and got directed to adt and that keeps happening.  I have record that I presented as well as safe haven an adt. The lack of professionalism of both companies it's absolutely terrible.  Happy to collect money but nothing to help the customer. I worked 14 years in the service industry before I joined the military.  I know what good service is and both companies are the worst I have ever encountered,  as a customer service employee as well as a client . Never before I have complained but both companies are terrible

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

  

  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 rejection made by the
  consumer. Safe Haven previously addressed the consumer’s initial
  complaint regarding terminating services. Safe Haven addressed additional
  allegations regarding lack of service attention and reference the account
  history and scheduling decisions the consumer made outside of Safe Haven’s original
  servicing advisements. *** ******* utilized alternative scheduling tactics and
  did not make Safe Haven aware of any additional request for scheduling. The most
  recent rejection has not issued any additional information that Safe Haven has previously
  addressed. Each of *** *******'s service concerns have been addressed when Safe
  Haven was notified. Safe Haven has advised *** ******* failed to utilize the
  designated support services initially used when scheduling service appointments
  at his own discretion. At this time, *** *******' has not made any additional
  attempts to contact Safe Haven to schedule a service appointment with the
  associated service fees, nor has he provided any additional statements that would
  disprove the supporting documents issued by Safe Haven in reference to his
  complaints. Should he wish to forego scheduling a service appointment and want
  to terminate services, he would be subject to the early termination fees.

  Customer Answer

  Date: 03/13/2023

  [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: They said I haven't tried to contact them recently.  I got tired of doing it without getting any response.  That's why I filed a claim to adt first and then to bbb after not receiving any response from the company.  Filling a complaint to bbb was my last resource.  I got tired of being ignore by adt and safe haven. I should not have to pay a fee for service that doesn't work.  Either get refunded and send someone to fix the problem or cancel my service with no fee. It's becoming a security problem as well because I have some stuff taken of my property and I don't have any recordings of when that happen 
  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:02/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ******** our salesman states he no longer works for company and to contact this safe harbor for support. We contacted after having many install issues safe harbor, siting ADT 60 day money back guarantee, to find out Safe harbor is not ADT and offers a 3 day guarantee, even though it took a week for our system to be installed completely but never correctly. We now owe over 1,000 dollars to buy out our contract. or pay 59.99 per service call to come fix our equipment that was never installed correctly. Upon talking to customer support they informed we never contacted them about issues till today 2/24/23. And simply responded that their tech who gave me their phone number to contact them with problems does not document issues when we would call them and we should of contacted their office. Even though this whole time we didn't know who safe harbor was, we believed we were dealing with ADT directly.

  

  Business Response

  Date: 02/27/2023

  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 monitoring services on October 26, 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 a refund or that Safe Haven issued any advertisements or claim that required a modification. 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.
  Additionally, Safe Haven collected a verbal authorization recording in which he not only was informed he was entering into an agreement with Safe Haven, but that he agreed to the standard terms of the rate and equipment to be provided by Safe Haven. 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. The document provides detailed instruction for a consumer to exercise their right to cancel penalty free if chosen.
  Following the terms outlined in the Notice of Cancellation, a copy of the contract has been attached for your reference. Amongst the details agreed upon by the consumer, the contract discloses Safe Haven being an authorized dealer, additional fees, warranties, and early termination terms found within,” THE IMPORTANT TERMS AND CONDITIONS” located on page 5. Term 10 titled as,”  EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” states,
  “If I purchase Dealer's Extended Limited Warranty, which is called the Quality Service Plan or QSP, Dealer will repair or, at its option, replace any part of the equipment supplied by Dealer that requires repair or replacement due to malfunction, excluding wiring and batteries. During the Extended Limited Warranty period, I will be charged a non-refundable on-site assessment charge in the amount of $59 for each service call booking for a Dealer technician to visit my premises for QSP service.  On-site assessment charges may vary depending on the geographic location of the premises.  Dealer has the right to change the QSP on-site assessment charge at any time by posting updated and current on-site assessment rates to ***********
  Concurrent to the above, at any point a consumer wishes to forego paying the agreed upon service fees or mentions wanting to terminate the services, an early termination fee is due in full. *** ********* * emergency contact notified Safe Haven a service request was needed on 2/7/2023. Safe Haven informed the consumer of the standard service trip rates outlined above, in addition to the early termination fees. Safe Haven cannot speak on behalf of ADT; however, Safe Haven does not offer a 6-month money back guarantee. In the event a consumer is experiencing services issues that Safe Haven has been able to provide resolution to, Safe Haven may deem a system in operable once the system has been evaluated. Should Safe Haven be permitted to exhaust all efforts in resolving system errors and be unable to restore the system’s standard operating function, the consumer may be given notice of a penalty-free cancellation due to an inoperable system.
  
  In last, *** ******** authorized he read and understood the terms detailed above. Safe Haven was not notified of any system errors prior to 2/7/2023, nor has Safe Haven been permitted to provide a service evaluation to aid in a resolution. At this time, should the customer wish to move forward with scheduling a service appointment to address their service needs, Safe Haven encourages *** ******** to contact u directly to schedule a return trip with associated trip fees. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 7 PM central time. Should the customer be unable to utilize phone services he may also contact Safe Haven directly at ******************************** Thank you for your review.

• Initial Complaint

  Date:02/22/2023

  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.

  A salesman came to my door offering security services so I let him in to discuss further detail. He offered me a deal of $60 a month for an agreed upon security equipment and services. He reassured me that I would be able to cancel the services if I needed to because I informed him that I may not be able to afford the payments. I just moved into my house and I hadn’t figured out my month budget. The salesman told me that by signing a contract, it would only lock in the price he was offering. He continued to reassure me that I could still cancel at any time. ADT didn’t finish the installation, we were supposed to receive the tablet, 2 window censors, 3 door censors, 2 basement glass break censors, 1 garage tilt censor, co censor, and 1 smoke censor. We only got the tablet and one front door censor installed. We were waiting for the other sensors that were on back order. When the time finally came, I needed to cancel the whole service. I called ADT and they just said ok your cancel is pending. There’s no next steps but to wait. Now, I received a debt collection notice in the mail so I called asking what it’s about. ADT told me that I signed a 3 year contract and now I owe them 75% of that for canceling the services. I told them that I talked to *****, the salesman, and I told them how he promised I could cancel at anytime, no fees, and the company told me there’s nothing they can do because I signed the contract.

  

  Business Response

  Date: 02/27/2023

  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 monitoring services on November
  21,2022.  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the customer be issued a correction a
  credit report, or that there was anything that reflected Safe Haven issuing any
  errors to the consumer’s credit report. 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. 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. The
  document provides detailed instruction for a consumer to exercise their right
  to cancel penalty free if chosen. Additionally,
  Safe Haven collected a verbal authorization recording prior to the installation
  in which he not only was informed he was entering into an agreement with Safe
  Haven, but that he agreed to the following equipment to be installed at 6:30 into
  the verbal authorization recording; monthly rate of $55.99, 1 panel, 1 glass break
  sensor located inside of the panel, 5 door/window contacts, 1 glass break
  device, 1 smoke heat sensor,  1 carbon monoxide
  detector. At the installation, a return trip was required to complete the
  installation under the consumer’s advisement. Safe Haven made two separate attempts
  to complete the installation, once on 11/28/2022 and the other on 12/1/2022.
  Following
  the consumer’s refusal to allow Safe Haven to complete the installation, ADT
  notified Safe Haven on 12/12/2022 that the consumer requested a service cancellation.
  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.”
  

  Furthermore,
  the account cancellation completed on 1/13/2023 and the account balance was forwarded
  to an outside agency on 1/16/2023. The consumer signed the read and understood
  the terms and conditions, including those pertaining to early termination. Once
  the account cancelled, it was Safe Haven’s discretion to collect the balance however
  chosen. Safe Haven chose to forward the balance to an outside agency to
  continue collections efforts directly with the consumer. Once the account was sent
  to collections, it was at the consumer’s discretion to settle their balance
  with the outside agency directly.At this time the balance on the account stands
  and the collections status is valid. Should the consumer need to discuss
  anything regarding the account balance, we encourage the consumer to speak the
  outside agency directly to settle the balance. Thank you for your review.

• Initial Complaint

  Date:02/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: Despite signing the contract and agreeing to the $65.99 monthly charge, I was promised something that was completely different. Due to the deceptive and illegal sales practices, I agreed to the aforementioned price, due the verbal agreement promised to me of 50% insurance premium rebate. When the salespersons came to my property stating ****, my insurance company, sent them, I assumed this to be true. If Safe Haven is unable to provide adequate compensation for its deceitful practice, I will continue to escalate this further, to ensure this doesn’t happen to anyone again. At minimum I should be able to cancel my contract with no repercussion. 
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 02/22/2023

  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.  Based on
  the statement formed within the complaint, it would seem we have fallen short
  of our own expectations. Safe Haven would like to extend our apologies for any
  frustrations the consumer has endured throughout this matter.
  After
  further investigation of the allegations made by the consumer, Safe Haven is
  unable to comment on terms not included within the contract or provided in
  amended documentation authenticated by Safe Haven. Prior to the installation,
  *** ******* authorized an installation of services to be provided on October
  14,2022. *** ******* verified both verbally and in written form that the
  monthly monitoring service rate listed as $65.99, was to be assessed for the
  full 36-month agreement. Safe Haven did not include any amendments referencing ****
  discounts, or **** promotions in any of the detailed terms of the service
  agreement authenticated by the consumer.
  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 discussed, specifically, for cost governing service
  agreement. When *** ******* authenticated his electronic signature, he authorized
  he read, understood, and agreed to the terms within the contract. 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 within the permitted time frame if chosen.
  Within the
  service agreement, the first page of the contract provides a “FINANCIAL
  DISCLOURE” with details surrounding total cost over the service term, in addition
  to the last sentence of the page listed in bold writing,
  “SEE
  PARAGRAPHS 1, 2, 3, 15 AND 19 OF THIS CONTRACTS FOR ADDITIONAL INFORMATION
  ABOUT RENEWAL TERM(S), NONPAYMENT, DEFAULT, ACCELERATION AND RATE INCREASES”
  All
  references above can be found on page 5 under ( “IMPORTANT TERMS AND
  CONDITIONS”). Additional terms referencing service cost can be found in
  multiple areas including; page 2 under “Section 3. Method of Billing”, page 3
  under “Section 4. Services to be Provided”, and page 4 “Section 5. “Equipment
  to be Installed”.
  Additionally,
  the “IMPORTANT TERMS & CONDITIONS” outlines term 26, “ENTIRE AGREEMENT
  CONTRACT”. This term states the following,
  “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…”
  Furthermore,
  Safe Haven’s management team attempted to communicate the information listed
  above. *** ******* was unable to provide any documentation referencing the
  allegations surrounding additional promotions and discounts allegedly offered. Safe
  Haven acknowledged *** *******’s concerns and in efforts to salvage the
  relationship, Safe Haven attempted to offer *** ******* a customer courtesy check
  valued at two months’ worth of service cost as means of financial support to
  resolve the complaint. *** ******* advised Safe Haven could send the check, but
  he would continue to escalate his concerns unless provided larger compensation.
  Safe Haven advised *** ******* we would be unable to provide a customer courtesy
  check as a resolution if it was not going to suffice the matter being resolved.
  To
  conclude, Safe Haven is unable to refund or adjust any of *** *******’s billing
  outside of what has been detailed above. Should *** ******* wish to forego
  further escalation and resolve this matter amicably, Safe Haven is happy to
  honor the previous offer and provide compensation valued at two months’ worth
  of monitoring services. Safe Haven encourages *** ******* to contact our
  Escalations team at *************************** with his acknowledgment to accept those terms if he would like to move forward.
  Thank you for your review.

  

  Business Response

  Date: 03/02/2023

  Dear Better Business Bureau,  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection issued by **** *******.  Safe Haven cannot speak for hearsay, nor, did Safe Haven provide *** ******* with any special terms amended into the contract surrounding **** discounts or specials. Safe Haven previously advised of term 26 ( Entire Agreement Contract). Safe Haven is unable to refund or adjust any of *** *******’s billing outside of what has been detailed previously. Should *** ******* wish to forego further escalation and resolve this matter amicably, Safe Haven is happy to honor the previous offer and provide compensation valued at two months’ worth of monitoring services. Safe Haven encourages *** ******* to contact our Escalations team at *************************** with his acknowledgment to accept those terms if he would like to move forward. Thank you for your time. 

• Initial Complaint

  Date:02/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 

  Complaint: ********

  I am rejecting this response because:

  The work order attached and containing my legitimate signature on 7/29/22 is different from the adt contract signature on 7/30/22. That contract was never signed by me. The contract signature spells my name incorrectly and had a signature that has never been used by me.

   The customization of work done form that includes the items I purchased from the technician on 7/30/22 has my legitimate. So how comes the contract being provided by safehaven does not include my legitimate signature if I signed it on 7/30/22.  As I am responding to this, I have not received an email from Safehaven in-regards to a resolution. I had raised a concern with ADT on 2/24/23 and they were unable to resolve the issue of door sensor not working. The representative stated Safehave should call to troubleshoot over the phone. I've not received such call or email that safehaven stated they placed or sent to me. Kindly have them attached time stamped email and call that was placed to me regarding this resolution. As I would like to have the issue of my door sensor working to properly arm my property.

  Regards,

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

  

  Business Response

  Date: 03/01/2023

  Dear Better Business bureau   Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response
  to the complaint made by ******* ******. Safe Haven sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the
  customer’s experience with us. Safe Haven would like to extend our apologies
  for any and all frustrations the customer has endured throughout this matter. The
  customer entered into a 36-month agreement with Safe Haven for ADT monitoring
  services on July 30,2022. Prior to the installation, the consumer reviewed and
  authorized on July 29,2022 the customary work order to initiate the
  installation of the monitoring system to be performed by Safe Haven Security. 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
  requires all of our customers to review the work order prior to the
  installation appointment, in addition to the contract at the time of the
  installation. It is the consumer’s responsibility and discretion to review any
  legal document provided to them that requires their authorization and signature
  agreeing to terms and conditions of an agreement, specifically, for the
  spelling of the account holder’s name.
  

  Safe
  Haven has attached the documents collected from the consumer that were signed
  with electronic and handwritten signatures. The work order, contract, credit
  card authorization, and home customization form all clearly disclose the
  spelling of the consumer’s name in the same spelling reflected as entered into the
  Better Business Bureau complaint form. 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.
  

  Safe
  Haven has attempted to schedule a service appointment with the associated fees
  and the consumer has most recently chosen to have a technical support call
  instead. Safe Haven has attached the last verbal confirmation from the consumer
  authorizing these actions.  Safe Haven’s
  technical support team last attempted to contact *** ****** on February
  28,2023. An email and voice message were left at the primary contact number on
  file. At this time, Safe Haven has not been able to connect with the customer,
  however, we felt best to inform the Better Business Bureau our intended
  resolution. Safe Haven encourages the consumer to return the technical support
  agent’s call or utilize the information provided within the return call email
  previously sent. Should the consumer forego wanting a technical support call,
  she may contact Safe Haven’s customer support team and scheduled a service
  appointment with the associated fees. Thank you for your time.

  

  Business Response

  Date: 03/01/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security
  Services, LLC’s (“Safe Haven”) formal response to the rejection made by ******* ******* Safe Haven previously advised an electronic signature is collected for
  the contract. When this is collected, the customer signs the contract, by inputting
  a four-digit code sent to them in order to generate an electronic signature
  into the mobile device. The signature listed on the contract does not reflect a
  handwritten signature nor would it resemble the consumer’s personal signature as
  it generated from the code entered to reflect the consumer’s name. The on-file
  contract is valid and the consumer has acknowledged being in a contract not
  only by authorizing the contract electronically, but also when she authorized
  the work order which referenced the 36-month agreement prior to the
  installation.
  

  Secondly, Safe Haven
  previously attached a verbal recording from 2/24/2023 of the consumer requesting
  a technical support call after being offered an onsite service visit. During
  this recorded conversation, the consumer was advised the call may take 24-48
  hours to return. When *** ****** placed her request, it occurred 2/24/2023.
  Safe Haven contacted *** ****** within 48 business hours on 2/28/2023 with a voice
  message attached she alleged was not left. Additionally, *** ****** spoke with
  Safe Haven today (3/1/2023) and confirmed Safe Haven’s technical support team
  had addressed her concerns by providing instructions to get a new battery as
  batteries are not covered under the service warranty. In conclusion, Safe Haven has acknowledged the consumer’s
  allegations, provided factual support to disprove the alleged claims, and explained
  the actions taken to provided the consumer with resolution. Safe Haven has sent the BBB a direct recording of the call that was conducted today as it was too large to attached to this file. Thank you for your time.

  Customer Answer

  Date: 03/02/2023

  [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:   The work order does not represent a contractor, nor does it contains terms of a contract. I still stand that the contract you presented dwas not signed by me or has by legitimate signature.   On 2/24/23 I had dialog with Adt never a representative from Safehaven. Adt stated Safehaven would call me, and I had not recieved a voice message. 

  It was yesterday on 3/1/23 at 4:30pm after responding to BBB email in the morning that safehaven made contract with me in an effort to resolve the issue of front door sensor not working. It was at that point the technician ********* recommend a new battery, which resolved the issue of front sensor. Safehaven only made attempts to resolve my issue because the BBB was contracted. 

   ******* ******

• Initial Complaint

  Date:02/21/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 19440243, and find that this resolution is NOT satisfactory to me.
  I will reach out to the Americans with Disability Act to find resolution as my disability should not hinder me receiving the services needed in order to keep my services in working condition. Paying the $59 fee was agreed to in order to get a tech to come out for conditions that are non-related to getting on a ladder, which is the cause of my disability. If every time I need to change a battery that requires me to get on a ladder then I will never have working service as I don’t now. My service is not working as it should and that should be the focus of Safe Haven but it’s not. I’m requesting a percentage lower than 75% to terminate this contract so I can resume service with ADT, who I have already informed about this issue and they indicated they will accommodate my disability if I have a similar issue needing help changing a battery that requires me to climb a ladder. 
  
  Regards,
  
  ****** *****

  that stopped working 5 months into my 36-month contract and in order to get it working I had to pay for someone to come out to my home. The second act of deception that I’m being punished for having a disability that I cannot control by having to pay $60 for someone to come out to my house to replace a battery.
  
  If I had purchased my services directly through ADT a technician comes out for free and the service costs much less. I know this because I had ADT 20 years prior to having Safe Haven. Therefore I have been deceived and I’m sure the $60 fee to come out is in the small print.
  
  Im requesting that my 36-month contract be terminated so I can purchase security services through ADT which doesn’t punish their customers for having a disability of vertigo which prevents me from climbing ladders.
  
  Monies that have been paid to Safe Haven so far, upwards of $1500, will serve as the settlement cost to end the contract so I can purchase security services without the burden of my disability.

  

  Business Response

  Date: 02/21/2023

  Dear Better
  Business Bureau
  

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by ****** *****. 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.
  First
  and foremost, Safe Haven would like to address *** ******* allegations
  regarding disability discrimination. Safe Haven is disappointed anything of
  this magnitude would be referenced or falsely alleged in regards to our company.
  The consumer entered a thirty-six (36) month agreement with Safe Haven for ADT monitoring
  services on September 24,2022. Within that agreement, “IMPORTANT TERMS AND
  CONDITIONS” are provided, specifically those relating to services fees. Please
  review page 7, term 10 “EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN (QSP)
  for full reference. This term states the following,
  “
  If I purchase Dealer's Extended Limited Warranty, which is called the Quality
  Service Plan or QSP, Dealer will repair or, at its option, replace any part of
  the equipment supplied by Dealer that requires repair or replacement due to
  malfunction, excluding wiring and batteries. During the Extended Limited
  Warranty period, I will be charged a non-refundable on-site assessment charge
  in the amount of $ 59 for each service call booking for a Dealer technician to
  visit my premises for QSP service.  On-site assessment charges may vary depending on the geographic location
  of the premises.  Dealer has the right to
  change the QSP on-site assessment charge at any time by posting updated and
  current on-site assessment rates to *********… Dealer will use new or refurbished parts for replacements.
  If I require services excluded from the QSP (see Paragraph 12 below for
  exclusions), then Dealer will provide the services at its current labor rate
  for each service call.”
  

  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the allegations of deceptive practices
  or disability discrimination exhibited in the communications with Ms. Smith. 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 Services, LLC.
  Additionally,
  Safe Haven provides terms 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.”Concurrent
  to the above, *** ***** has referenced a dollar amount in which she has allegedly
  paid to Safe Haven as a settlement cost to terminate the contract. Those claims
  are false, as Safe Haven has not received any funds from the consumer since the
  installation of services. *** ***** was charged for installation cost in
  addition to additional equipment purchased when services were established. An
  invoice detailing the cost for this transaction has been attached to further
  support Safe Haven’s conclusions.  In
  conclusion, Safe Haven is unable to release the customer from the contract
  penalty-free. At this time, should the customer wish to move forward with their
  cancellation request they will be subject to 75% of the remaining balance of
  the contract. If the consumer wish to forego cancelling the services, we
  encourage her to contact Safe Haven directly to schedule a service appointment
  if she is experiencing any issues with her system. Safe Haven can be reached
  directly by phone at ************ Monday- Friday, 8 AM- 7 PM central standard
  time. Should the customer be unable to utilize phone services they may also
  contact Safe Haven directly at *******************************. Thank you for your review.

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* **** a holiday (Columbus day) and that they will be closed. Thursday the 11th. I sent an email to the ADT email that was sent to me to cancel it. In November I received a bill for $60.50 which I assumed was cancelled. I spoke to so many reps from November until present in the attempt to cancel. I call my credit union to cancel any other payments. I had my friend Ms ****** to help in the attempt to make contact Headquarters Raton, FL and she was able to speak with someone name ***. I called on the 19th of December and the phone just rung. I followed the instructions/rules that were given to me but ADT has not. My resolution is to canceled the account.
  
  
  Thank you for your time.

  

  Business Response

  Date: 02/12/2023

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

  

  Business Response

  Date: 02/13/2023

  
  
  Dear Better
  Business Bureau,

  
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* ***t. After further investigation of the
  allegations made by the consumer, Safe Haven has already removed the equipment,
  alerted ADT of the consumer’s cancellation request, and issued all necessary refunds
  debited from Safe Haven back to the consumer. ADT is responsible for monthly
  billing and monitoring services. Please issue the complaint to the correct
  company.
  

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

• Initial Complaint

  Date:02/12/2023

  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 have phone records and email records that I contacted ADT and Safe Haven over 27 times between July 2022 and February 2023 regarding ongoing issues with the security system which *never* worked properly since it was installed in July and to repeatedly request for cancellation since it never worked correctly.

  Record of calls include:

  8/9/2022: *** Safe Haven ADT

  10/29/2022: Safe Haven Tech Support (2 calls)

  10/29/2022: *** Safe Haven ADT

  10/31/2022: 4 calls to ADT, customer service and tech support

  11/1/2022: *** Safe Haven ADT

  11/2/2022: *** Safe Haven ADT

  11/4/2022: *****, Safe Haven ADT Technician

  11/26/2022: ADT Tech Customer Service - Request to cancel

  12/21/2022: *** Safe Haven ADT - Request to cancel

  12/23/2022: *** Safe Haven ADT- Request to Cancel

  12/30/2022: ADT Customer Service - Request to cancel

  1/17/2023: ADT Safe Haven - Request to Cancel

  2/11/2023: ADT Safe Haven - Request to Cancel

  2/12/2023: *** Safe Haven ADT - Request to Cancel *(2) phone calls

  2/12/2023: ADT Safe Haven - Request to Cancel

  2/12/2023: **** ****** again - Safe Haven ADT - Request to Cancel

  2/12/2023 - ADT Main Line Request to Cancel

  2/14/2021: (2) calls ADT Main - Request to Cancel

  2/15/2023: (2) calls ADT Main - Request to cancel

  2/15/2023: *** Safe Haven ADT - Request to Cancel

  2/19/2023: Request to ******* *** to stop payment since I was billed for 3+ months after requests to cancel

  2/22/2023: ******** ADT Safe Haveen - Request to cancel

  
  

  Email records of service issues and requests to cancel:

  7/20/2022: **** ******- service not working correctly

  7/21/2022: **** ****** - service not working correctly

  7/21/2022: **** ****** -service not working correctly

  7/23/2022: **** ******. service not working correctly

  7/24/2022: **** ******- service not working correctly

  7/25/2022: (4) emails to **** ******, **** ****** and Safe Haven - service not working correctly

  7/25/2022: **** ****** - service not working correctly

  9/6/2022: **** *****; service not working correctly

  9/7/2022: **** ****** - service not working correctly

  12/26/2022: **** ****** - request to cancel

  12/29/2022: **** ****** - Request to cancel (2 emails this date)

  I find it sickening that as a Veteran and a school teacher, a huge million dollar company like ADT and Safe Haven would rather gouge me out of my hard earned money instead of attempting to fix the problem. These phone and email records do not include the live chats I had with technicians on the ADT/ Safe Haven websites multiple times to rectify the issues. I have wasted COUNTLESS HOURS trying to a) reach a live person, b) waited on HOLD literally for hours only to be told I was "not allowed to cancel services, c.) not to mention the undue STRESS and ANXIETY this has caused me since I moved into my new home.

  I would rather pay a lawyer than give this company one more penny of my hard earned money for the time they have caused me to waste, the STRESS and ANXIETY caused by the grief of going through this nightmare.

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

  

  Business Response

  Date: 02/14/2023

  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 reviewing the account, the consumer entered a thirty-six (36) month
  agreement with Safe Haven Security for ADT monitoring services on July 19,2022.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the customer be issued a total refund
  of all monies paid and forgiveness of her contract. Safe Haven was notified of
  the consumer’s request for a service appointment and attempt to honor the
  consumer’s request by scheduling a service appointment to be conducted on 11/4/2022.
  Safe Haven left a message for the consumer on 11/1/2022 confirming the service
  appointment and did not receive any additional follow-up. The service technician
  noted at the appointment the consumer expressed wanting the camera to record
  more due to not capturing recent events and he modified the recording rules,
  tested the settings, and confirmed with the consumer it was operating at their
  desired function.
  Following
  the services appointment in November, Safe Haven did not hear from the consumer
  until late December. Safe Haven attempted to contact the consumer back on
  12/21/2022 and have no record of any additional call attempts dating prior to 2/12/2023.
  A Safe Haven sales representative received a voice message in addition to Safe
  Haven’s customer support team on 2/12/2023(Sunday). The sales representative attempted
  to return the consumer’s call on 2/13/2023 and Safe Haven’s support team sent an
  email as the consumer’s voice message to the support team expressed not to be
  contacted back. Please see the following call transcription below,
  “"Hi, my name is ****** ******, a and I
  got a safe haven, a T T in July in ************ ********. When I moved into my
  home, the video has not recorded properly since I moved and I have been calling
  monthly to complain to have them fixed the camera. I've had packages stolen off
  my porch at least once a month. And it's never recording. I have been trying to
  cancel for about 2 plus months. I have reached out to **** update **** ******,
  a guy named ***, a bunch of different people. I've left at least 10, probably
  closer to 15 voicemail messages, requesting cancellations. I have contacted
  people via email with no response on call voicemail, no response. The chat, no
  response, and I want the service cancelled right away. I need my money refunded
  since december, because that's when I started calling to cancel services. And I
  have filed the complaint with the Better Business Bureau because I am very
  frustrated. No one is returning my calls. No one has canceled my service.
  Actually, I don't want a return call. I just want my money back. And I want you
  to cancel the service, so no one needs to call me just cancel the service
  refund my money. And thank you and have a great day."

  Safe
  Haven has attempted to offer resolution aid to the consumer regarding the
  supplemental camera device in her residence and have responded each time a
  service request has been made. Safe Haven has not been notified until February
  2023 that any additional issues had transpired. In the event there is an issue with
  a supplemental device, it does not permit a contract release. The system itself
  would have to be non-operational, or not be able to provide a signal to
  correspond with ADT monitoring services. Neither of which have occurred or are
  currently reflecting within the system's signal feed.
  Additionally, Safe Haven does not have authorization over ADT monitoring
  or billing. Safe Haven is not permitted to cancel monitoring services without collecting the early termination fees outlines within the contract. In order for Safe Haven to honor the consumer’s cancellation
  request, she would be subject to the terms of the agreement as the system
  has not been deemed inoperable by Safe Haven, nor has Safe Haven been given an
  opportunity to assess the recent system allegations. 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.”
  
  In
  conclusion, Safe Haven’s mission is to provide excellent customer support and offer
  resolution assistance to the best of our abilities. Safe Haven encourages the
  customer to contact us directly to schedule a service appointment to address
  her concerns/ decipher if the system is no longer operating under its standard function. Should the  consumer have any further questions she may contact Safe Haven Security Monday- Friday,
  8 AM- 7 PM central standard time at ************. If the customer is unable to utilize phone
  services, she may contact Safe Haven servicing directly at *********************** with the best times she is available to discuss her concerns.
  Thank you for your time.

  

  Business Response

  Date: 03/02/2023

  Dear Better Business Bureau,  Please accept this letter as Safe Haven Security Services,
  LLC’s (“Safe Haven”) formal response to the rejection issued by ****** *** ******.  Safe has addressed the consumer’s
  concerns and acknowledged the facts of this matter. Safe Haven is unable to
  issue any credits or reimbursements towards monthly billing charges ADT
  assesses. Since Safe Haven’s last advisement regarding billing and ADT’s
  jurisdiction over any reimbursement credits, the consumer has further provided unsubstantiated
  call records without any official markings from her phone provider, and accusatory
  claims towards Safe Haven’s representatives causing loss of unborn children. At
  this time, Safe Haven has provided all of the sufficient information surround
  the terms of the agreement, steps to terminate the services, and the
  eligibility to terminate penalty-free. *** ****** does not qualify for a penalty-free
  cancellation and will be subject to early termination fees once the
  cancellation processes. No further actions are required by Safe Haven as the
  request issued by the consumer fall out of Safe Haven’s scope to provide. Thank
  you for your time.

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising 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.

  2/9/23 5:30pm black gentleman in a suit older gentleman with vet hat and jeans scruffy. These gentleman backed into my driveway and were walking around until my daughter went out to go to neighbors house we didn’t even know they were here. They quizzes my daughter as to who was home. She called upstairs to tell me people were here for me. I got dressed and went to the door. The older gentleman said something about safe haven and adt and said my house flagged because of home sale record from October and I hadn’t claimed my voucher was “why they were here”. I clearly have posted no soliciting sign on my front door. No doubt they saw this so skulked around until we came out. It was a very intimidating exchange very sketchy. Why are they singling me out with apparently no other business in the neighborhood. Very strange. If I see them here again they will be asked to leave by the police.

  

  Business Response

  Date: 02/10/2023

  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. We strive for an excellent customer experience
  and would like to extend our apologies for all frustrations the consumer has
  endured throughout this matter. We have escalated this matter internally to
  ensure local sales management and representatives do not make any further visits.
  We have also added this consumer to our Do Not Contact (“DNC”) list, to give
  them additional peace of mind. We appreciate the consumer sharing their
  experience so that we improve our customer experiences in the future. Thank you
  for your consideration.