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:01/13/2025

  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 closed my account and paid the remainder in full but they are still billing me.
  ADT 11/05/2024 - Paid in ful on this date and amount
  689.85

  

  Business Response

  Date: 01/15/2025

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC's (“Safe
  Haven”) formal response to the customer's complaint. We understand the customer
  has some concerns regarding billing and cancellation, but it seems that there
  may be some confusion regarding the appropriate company to address the
  customer’s complaint. Safe Haven sets a high standard for ourselves and we are
  truly sorry to hear that this standard was not met in the customer’s
  experience.

  Based on the information provided, we would kindly request the
  complaint be redirected towards ADT corporate. ADT has an oversight over
  billing and cancellations, and they will be able to address the concerns
  raised. We hope this helps!
  

  
  Sincerely,
  Safe Haven Security Services,
  LLC

• Initial Complaint

  Date:01/09/2025

  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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 01/10/2025

  
  Dear
  Better Business Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC's (“Safe Haven”) formal
  response to the customer's complaint. We understand the customer has some
  concerns regarding billing and cancellation, but it seems that there may be
  some confusion regarding the appropriate company to address the customer’s
  complaint. 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.
  
  Based
  on the information provided, we would kindly request the complaint be
  redirected towards ADT corporate. ADT has oversight over billing and
  cancellations, and they will be able to address the concerns raised. Please
  note, Safe Haven has not had any interactions with the customer since April
  2020 (two months after the account was installed) nor have we billed the customer any charges or conducted any of the alleged actions described within the complaint. We hope this helps!
  
  
  Sincerely,
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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.

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ***** told by ******** that she could record me, but I could not record her. I explained that I wasn't unhappy with the service, but I was not pleased with the bait and switch on monthly terms, and I would like the online account corrected to reflect the original agreement. ******** said the work order was not a contract. I argued that it was considering Safe Haven refers to it in many BBB complaints to use as proof of agreement in responses to BBB consumer complaints. I explained that Safe Haven can't have it both ways and all I want was what I agreed to. A 24- month term. I was told that I had signed a California agreement and since I am a NY resident that the wet signature agreement was invalid so I would just have to settle for the indiscriminate NY contract that docu-signatures were applied to AFTER payment and install was completed unbeknown to me. A SH rep presented me with the wrong State contract and insist I absorb that mistake at my expense. If invalid I want a refund & cancel.

  

  Business Response

  Date: 01/10/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.

  After reviewing the customer’s complaint we would like to make note that the installation Work Order is signed prior to the installation and before the customer is presented with the Alarm Services Contract to sign. We would like to clarify that Safe Haven references the Installation Work Order when a consumer disputes being aware of the contract, which in this case does not apply. It is also important to note human errors can occur, however we believe in the importance of full transparency of any agreement customers enter into with Safe Haven and why a customary rescission period is outlined within the Contract for the customer to review during and after the installation.

  Consequently, should there be any discrepancies between what was discussed prior to the installation and the terms presented during the installation, the customer has every right not to move forward. In this case, the work order did not reflect the accurate term length of the contract and when the customer was presented the accurate terms during the installation, the customer provided a signature agreeing to the terms disclosing a 36-month agreement detailed for her review. Safe Haven did not receive any objection to the 36- month contract terms during the installation, any time during the designated rescission period, nor did the customer exercise her notice of cancellation within the designated time period.

  Given the above, we acknowledge the customer's characterization of events. but respectfully, Safe Haven disagrees. Nonetheless, we strive for customer satisfaction and would like to resolve this matter amicably for both parties.Safe Haven is willing to permit the customer to terminate the service penalty-free, however, we are unable to take back the equipment installed or issue the customer any refunds for the monitoring services.. The services provided have been active and functioning for the past ten months without any error. We are hopeful that our efforts to honor the customer's wishes of ending the services penalty-free reflects as an act of good faith.We have updated our account records to reflect a penalty-free cancellation, and we kindly encourage the customer to contact ADT directly to request a formal cancellation to begin the cancellation process. If the customer would like assistance with getting connected to ADT, she may contact our customer service department at ************, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time.  

  Safe Haven thanks the customer for consideration and are hopeful that we have been able to help provide an amicable resolution for both parties.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/23/2024

  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.

  As a first-time homeowner and active-duty military member, I trusted ADT for my home security based on their reputation and a referral from my realtor. What I’ve experienced instead has been deception, lack of transparency, and financial threats from ADT’s dealer, Safe Haven.
  
  I was contacted by an ADT representative who collected my information and payment. At no point was I informed that I was entering into a contract with a third-party dealer. A few days later, a technician installed my equipment despite knowing I only had internet via a mobile hotspot, which prevented the system from working properly. I signed the contract in good faith, believing I was dealing directly with ADT, as everything—from the branding on the equipment to the sign outside—said ADT.
  
  I chose ADT because of their military-friendly policies, including fee waivers and service transfers. However, I later learned my contract was with Safe Haven, not ADT. This critical detail was buried in the fine print and never explained verbally. When I tried to cancel under ADT’s six-month satisfaction guarantee, I was told the guarantee didn’t apply to Safe Haven. Safe Haven informed me I only had three days to cancel and is now demanding $3,300 in cancellation fees, despite my equipment being fully paid off within three months.
  
  Efforts to resolve this have been futile. ADT claims they cannot help, while Safe Haven uses the fine print against me and is threatening to send my account to collections.
  
  This situation feels like a scam. I am requesting immediate cancellation of my contract with Safe Haven without penalties, assurance my account won’t go to collections, and improved transparency from ADT regarding their dealer relationships.
  
  This ordeal has caused immense stress and financial strain. I hope BBB can hold ADT and Safe Haven accountable for these deceptive practices.

  

  Business Response

  Date: 12/26/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the allegations seriously, and as a result, we have conducted a thorough investigation into the customer’s concerns. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. We provided all necessary information up front that accurately identified ourselves as an Authorized ADT Dealer. Prior to the installation, we collected a verbal compliance recording that captured the customer’s verbal authorization allowing Safe Haven to run a soft credit check. As an Authorized Dealer, we are licensed to sell ADT-monitoring services and ADT-monitored equipment. Any branding or logos that are used include the required “Authorized Dealer” logo that discloses Safe Haven as a third-party dealer.
  
  Second, during the installation the customer was presented with a home customization sheet disclosing Safe Haven’s name, logo, and the additional equipment upgrades eligible for purchase. In this case, Safe Haven collected wet signatures from the customer on a home customization sheet and a credit card authorization form acknowledging the additional equipment, the cost associated, and the that the equipment was purchased through Safe Haven, an Authorized ADT Dealer. Safe Haven also collected a signed Alarm Services Contract (“the Contract”). The Contract identified Safe Haven as an Authorized ADT Dealer and the terms and conditions of the Contract explicitly throughout its entirety, further undercutting the complaint allegations.
  
  Third, Safe Haven provided all the necessary information upfront for the customer to review. The time period permitted to enforce a penalty-free cancellation is detailed and disclosed on its own document for the customer’s review. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of Cancellation document opting to exercise a penalty-free cancellation within the designated time period. Customers may cancel at any time of their choosing, however, in the event a customer requests to cancel outside the designated rescission period, they are subject to the terms and conditions of the alarm services agreement. (See page 5, term 2)

  In conclusion, Safe Haven is not able to allow a penalty-free cancellation, should the customer have had concerns at the lengths in which they were detailed within the complaint, she had every right  to choose not to move forward with the services and failed to do so. Safe Haven values customer satisfaction and although the customer no longer wants a business relationship, we are happy to help assist the customer with their cancellation request with the associated costs. We kindly invite the customer to contact us directly if she would like to move forward with the cancellation process. Safe Haven can be reached at ************, Monday through Friday 8AM to 7PM central time. Should the customer be unable to reach us by phone, she may also contact us by email at *******************************.
  
  Thank you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/19/2024

  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.

  How do we hold this company accountable. They are completely dishonest and disgraceful about what has happened. I was in touch with them each and every single time. No one has called back and they’re attempting to steal my money.  after the fact. Then they didn’t do the right thing and are threatening to send me to collections. That’s insane and completely wrong. This company never provided any service or security. There’s so much more to this and instead of do the right thing they lie and say ill be contacted by a higher up months ago-still no contact. Then have the audacity to continue to harass me in email about paying them for services they never provided any service nothing works. No service has been provided. This is awful business.

  

  Business Response

  Date: 12/23/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We set 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 the frustrations the customer has endured throughout this matter and would like to thank them for their continued patience overall. Safe Haven would like to issue additional gratitude to the customer for bringing this matter to the Better Business Bureau so that we are able to take the necessary steps internally to help provide a satisfactory resolution.

  In efforts to resolve this matter amicably, Safe Haven has escalated this complaint within our builder division's escalation team. A member of our builder escalation team will reach out to the customer within the next 24-48 business hours (excluding Christmas Eve/ Christmas Day) to actively work towards resolution efforts to address the account concerns. We thank the customers for their time and look forward to resolving this matter amicably.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 01/02/2025

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response; however, Safe Haven is unable to release the customer from the contract she signed. Safe Haven attempted to reach out to the customer on December 27, 2024, and has not received any return communication since.
  
  It is important to note, Safe Haven has not performed any service calls since April, nor has the customer reported any damage claims until recently. The customer has been provided ADT-monitoring services the entire time her services were active. We kindly encourage the customer to return the previous communication attempt to address any additional questions she may have.
  
  At this time, the account has been cancelled and currently has a remaining balance due. Should the customer fail to fulfill the remaining balance due, she will be subject to additional collection efforts. She may contact Safe Haven’s customer support team, Monday through Friday 8 a.m. to 7 p.m. Central Standard Time at ************ to make the necessary arrangements for payment.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/11/2024

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: nobody had ever mentioned electric connectivity issues. This is the first time I’ve heard of this. And it’s bogus. Y’all have continually told me the cameras aren’t guaranteed. That’s the reason we are where we are. We have dealt with you guys for 6 months. Several visits. Even more phone calls. With a different excuse every single time as you try and weasel out of responsibility. Now blaming our electric, which is a first. I’d love to hear the explanation on that one. All we wanted was consistency. And after 6 months, several visits, and still cameras down, it was working. I should have read the reviews for your company more thoroughly. It’s obvious you guys don’t take pride in what you do. Listen to your customers. Absolute terrible customer service. 6 months we tried and tried. Until a service rep told me we could cancel because of the cameras not working up until 6 months. And then all I’ve heard is more excuses. Terrible 

  
  
  
  Sincerely,
  
  
  
  ******* *****

  valid reason to cancel. Terrible.

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer complaint. Safe Haven Security sets a high standard for ourselves, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the complainant has expressed and would like to take this opportunity to address the concerns raised by the customer.
  
  After reviewing the account records, we would like to clarify the effort that was taken to maintain transparency and ensure the customer fully understood the terms and conditions they enter into with Safe Haven. The Alarm Services Contract (“the Contract”), signed by the customer provided terms that outlined the customer’s responsibility as well as Safe Haven’s regarding the alarm monitoring services. It is important to note that within these terms state the responsibility for telecommunications functionalities falls under the customer, not Safe Haven’s.
  
  Additionally, the customer signed a Broadband Rider defining the telecommunications functionalities (“Telco Requirements”) required for the monitoring services elected. When the customer signed the Broadband Rider, they agreed that it was their sole responsibility to uphold the Telco Requirements in addition to the terms referenced below. Those terms can be defined further on pages 6-9 under, “WARRANTY EXCLUSIONS”, “ALARM SYSTEM COMMUNICATION”, and “DELAYS.
  
  Furthermore, Safe Haven was unable to locate any evidence that alarm monitoring communications malfunction at any point in time that would deem the system inoperable. The cameras are supplementary devices that do not impact the monitoring communication system. Safe Haven has not been to the residence since July 9, 2024, at which point our technician management discussed different options to help boost the customer signals throughout the home to improve the camera functions, however, the customer declined our efforts knowing that compatible internet connectivity is under their sole responsibility.
  
  At this time, Safe Haven would like to assure the Better Business Bureau we have gone above and beyond to provide resolution options within the bounds of the contract for the customer. The account has since been cancelled for non-payment and is subject to early termination fees. We encourage the customer to contact Safe Haven to fulfill the remaining balance due to avoid further collections efforts. Safe Haven can be reached Monday through Friday, 8 a.m. to 7 p.m. central time a* ************* Thank you for your time and your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. Respectfully, we disagree with the customer’s characterization of the events. Safe Haven has previously addressed the customer's concerns regarding his responsibility for funtioning electrical and internet connectivity along with the records of our service history that also support this information, further undercutting the continued allegations. 

  Safe Haven has addressed the concerns of the complaint and have provided reference to the terms and conditions signed. Safe Haven has not stated the "cameras are not guaranteed", Safe Haven has advised of the Important Terms and Conditions regarding the warranty of the equipment and services. If the customer would like additional clarity regarding his concerns, we strongly encourage the customer to review the Important Terms and Conditions found on pages 5 through 8. At this time, our decision remains final.

   

  Thank you for your time.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:12/09/2024

  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.

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We did not receive any invoice. The "verbal and wet signatures" were under the understanding of the original agreement which was the zero dollars upfront with the 99 dollar installation fee and monthly surveillance services, as stated in the original complaint. The only thing we signed up for additionally at the time of installation was the credit card, as we were told that there would be a discount on our monthly payments. We never received an invoice or bill, by email or paper copy. We would have not gone through with the installation had the company been up front about their hidden fees. No one at the company discussed an almost 4000 dollar charge, prior to receiving the charge on the credit card.

  It is also very unprofessional to ignore a customers complaint, especially when we were told originally by customer service, that we would receive a call with in 24 to 48 hours.

  
  Sincerely,
  
  
  
  ******* ******

  d to cancel our service, and return the equipment, we were told that they would not refund us any money, and that we would be responsible for a 1633.25 cancelation fee (75% of our 3 year contract). I had the woman in customer service "put in a ticket" and she said we would receive a call back in 24 to 48 hours, that was on 12/3/2024 at 3:30 pm, it's been almost a week and we still have not heard back from them.
  In addition, when the man was here installing, we told him we only wanted 2 cameras, and he responded that he was required to put in motion detectors, fire and Co2 alarms, and 2 smart plugs, all of which we didn't want or need, but were told we couldn't say no to. Under the understanding that the equipment was zero dollars, like the flyer said, and like the sales man said, we agreed to the extra equipment.
  We believe the sales practice to be very deceptive, and unfair to not offer any real sort of refund when the customer is unsatisfied, ignored, and feels tricked.

  

  Business Response

  Date: 12/10/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. During the installation, the customer was presented with additional equipment and upgrades to purchase at his discretion. Safe Haven collected a verbal authorization confirming the Synchrony details and that it was a credit card utilized to pay for the additional equipment purchased. The customer’s signature was authenticated through their personal email address, further undercutting the allegations of the equipment agreed upon during the installation.
  
  Second, Safe Haven collected wet signatures from the customer on a home customization sheet and acknowledged the additional equipment and cost associated with the additional equipment chosen. In addition to the wet signatures collected, the customer had to apply for the synchrony account through a web platform where they provided personal information only known to them. The verbal authorization along with the documents signed detailing the terms and conditions and the equipment financed further contradict the customer’s allegations of being unaware or “tricked” into thinking the equipment was “zero dollars”.
  
  Third, Safe Haven collected electronic signatures within the Alarm Services Contract that itemizes details of the equipment installed. Each of the electronic signatures were authenticated by the customer’s email address which contradict the customer “never receiving an invoice, either paper or email.” The equipment that was initially provided had been disclosed in detail and agreed upon as sufficient prior to the installation. It was the customer’s decision to purchase additional equipment, and when that occurred, the customer chose to finance the purchase amount of that equipment.
  
  In conclusion, Safe Haven has been unable to find any evidence that any improper actions took place during the collection of necessary documents. Safe Haven’s installation made every effort to ensure transparency about equipment financed. We are unable to allow the customer to return any of the equipment or be issued a refund for the equipment financed. In efforts to provide excellent customer service, this matter has been escalated internally with upper installation management and a member of management will be reaching out within the next 48 hours. We appreciate the customer's patience and understanding and look forward to addressing any additional questions the customer may have.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 12/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction with the previous response, but Safe Haven collected an itemized home customization sheet detailing the additional equipment, a verbal recording identifying the synchrony card was for the additional equipment purchase, and collected the customer’s electronic signature on the Alarm Services Contract that not only itemized the equipment costs, but the Notice of Cancellation document that detailed the steps for the customer to terminate the services penalty-free.
  
  Given the above, Safe Haven denies that there was any wrongdoing on its part. The customer was provided with all necessary information upfront to make an informed about financing additional equipment at his own discretion. Should there have been any billing concerns at the lengths in which the customer has described within the complaint, the customer had ample opportunity to contact Safe Haven within the rescission period and failed to do so.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but he provided valid signatures (both physical and electronic) to authorize the contract and the purchase of additional equipment. The details of this can be found within section 5 on page 4 of the contract. Due to the validity of the contract, the customer would be subject to the early termination fee terms. Our area technician manager has made attempts to contact the customer as recent as 12/11/2024, we encourage the customer to return his call at his earliest convenience.
  
  We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC