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:01/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Contact ADT Safehaven to install security cameras on my property in roughly May during the closing of my newly purchased home.
  -install scheduled for late June
  -day of install and scheduled time installer was late, during the install, installed the cameras not in the locations I had given specific direction and location on where they were to be located on the home. This improper install then caused damage to my home.
  - the installer tried to hide the damage by moving some of the siding pieces around to new locations
  - I immediately forwarded this information along to our sales person who then passed this up the chain for some sort of resolution
  - after a number of failed attempts, a piece of new piece of siding was installed only for it to be the incorrect color, mine is discontinued
  - this was again passed along to management and I was asked to get quotes to have the siding replaced which I did and forwarded along.
  - I was then told they had retained a company to paint my siding, which was not suitable after speaking to the contractor ADT hired, they would not warranty it and it would not match to 90% of the color let alone 100%. The contractor did not Recommend this repair
  - again I fwd this info to their management
  -after many weeks and many non responsive text, calls and emails I was told they were going to cut a check and send it to my installer to complete the repairs necessary, that was in late October. It is now Christmas and no resolution, no payment, no calls or emails returned
  - after my quote, ($3200)time and energy I am requesting all of my equipment that was installed by them to be removed, all damages that will will happen from this removal be corrected. As well as compensation for my time searching for qualified contractors, as well as my emotional and physical inconveniences.($2500)

  

  Business Response

  Date: 01/30/2023

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

  

  Business Response

  Date: 02/07/2023

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ************* ******. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After further investigation of the allegations made by the consumer, Safe Haven
  did not find any evidence that would support the customer be issued any
  additional reimbursement outside of what was previously issued for the damage
  claim.
  Safe Haven issued a check
  to a contractor to repair damages. A check in the amount of $3150 was issued to
  ** ******** *** for labor and services charges. The check was sent on January 12,2023
  and cleared January 23,2023. At this time, Safe Haven has satisfied the charges
  to the original damage claims and there 

• Initial Complaint

  Date:01/28/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Reps came to my home. Three men arrived. Two stated they were with ADT. The 3rd said he was with Safe Haven. I told them what I needed in an alarm system. I explained in detail what I needed in a system. They offered options and said if they could not provide the needs, which were normal I had 30 days. A person was coming back for install after they agreed to my system needs. Their person came back with the equipment and a contract. The contract did not have my legal name on the contract, but my maiden name, which has not been my name in 13 years. I informed him I was not going to sign anything that was not my legal name..they did install the equipment on a 30 day contingency. Their person said he got something in his eye and had to leave. He came back 3 weeks later to install again. The system was not working correctly. I called for them to pick up their equipment they said it is over 3 days. Also more than 30. They said no, and I am responsible. Their agent came back and could not provide the service , as the cameras were not capturing intruders on the property. ADT agreed that Safe Haven was not offering their newest equipment that fits my needs. Their customer service was rude and belligerent. Their local installer showed me a dvr unit on **** and said if I pay for it he will install it. I am a disabled Veteran with PTSD and physical limitations. I need a system that works. I am now getting mail from their legal associates for payment. Can you help?

  

  Business Response

  Date: 02/01/2023

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by *** *********. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After further investigation of the allegations made by the consumer, Safe Haven
  did not find any evidence that would support the customer be issued a billing
  adjustment.
    Safe Haven allows all of our consumers to
  review the terms of the contract at the time of installation and after. The
  contract was electronically signed and the phone number belonging to the customer
  was the number utilized for that authorization. Prior to the contract, *** ********* signed a work order outlining the terms of the agreement. 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 received, 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. It is the consumer’s responsibility and discretion to review
  any legal document provided to them that requires their signature.
  Safe
  Haven has not been to the residence since October 2022. The last service visit,
  Safe Haven confirmed the system was functioning properly and sufficed the service
  request. After Safe Haven’s last visit, the consumer allowed the account to
  fall behind in payments. Safe Haven attempted to alert the consumer of the account
  status, but the consumer denied brin the account current, advised that she had
  filed a fraud claim, and would be involving legal representation.
  A
  copy of the contract has been attached for reference.
  The early termination terms can be found on page 5 term 2 under “EARLY
  TERMINATION OF THIS CONTRACT”. The following term states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, the consumer’s account defaulted for nonpayment and forwarded to an outside
  agency to collect on. Safe Haven is unable to release the customer from the
  contract penalty free. Should
  the customer wish to move forward with their cancellation request they will be
  subject to 75% of the remaining balance of the contract. The collections status
  of the account is valid and Safe Haven encourages the consumer to settle the
  balance with ****** * ***** directly. Thank you for your time.
  

• Initial Complaint

  Date:01/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Home Security was canvassing my neighborhood and my spouse and I spoke with them about a security system. The sales guys pitched the program as a security system where the equipment was free, and we just had to pay a setup fee and a monthly monitoring fee through ADT.
  The installer came out and proceeded to pitch us a bunch of equipment that would make our system functional, and it obviously wasn't free. I was not told that the equipment could possibly be refurbished, and I was not told that I had 3 days to return any equipment. The installer also told me they couldn't install the smart thermostat and that an HVAC person would need to do that. I set up an HVAC appointment which was outside of the 3 day return window (not knowing there was that short of a return window).
  I called their "customer service" today, and told them I wanted to return the smart thermostat, as my HVAC installer told me this was obviously used equipment, wasn't in good shape, and that he wouldn't install the thermostat in his own home. Their "customer service" told me there was a 3 day return window, and that they wouldn't be able to refund the product. They also refused to transfer me to a manager. I asked her why the installer didn't tell me about the 3-day return window and she said it was the customer's responsibility to read the contract. Maybe so, but any reasonable person would agree that it is the company's responsibility to spell out any major terms of the contract as that is how a reputable business conducts business.
  This company uses predatory sales practices. I want a refund for the smart thermostat.

  

  Business Response

  Date: 02/02/2023

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ***** *******. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After further investigation of the allegations made by the consumer, Safe Haven
  did not find any evidence that would support the statements made within the
  complaint as the consumer authorized she read and understood the contract terms
  that disclose the condition of the equipment, in addition to the rescission
  period.
  Within
  the copy of the contract, time stamp and date analytics reflect when the
  contract was received, reviewed, and signed. Safe Haven provides a three-day
  right of rescission period for all consumers, allowing cancellation with no
  penalties. The document provides detailed instruction for a consumer to exercise
  their right. Safe Haven allows all of our consumers to review the terms of the
  contract at the time of installation and after. The contract was electronically
  signed and authorized by the designated email address established when the
  account was set up. It is the consumer’s responsibility and discretion to
  review any legal document provided to them that requires their signature.
  The
  agreement the consumer authorized discloses within the “IMPORTANT TERMS AND CONDITIONS”.
  Terms 8(INSTALLATION) and 10 ( EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN
  QSP ) disclose details of the equipment and the equipment warranty. Term 8
  specifically states the following,
  “The
  equipment that Dealer installs under this Contract may be new or refurbished.”
  Safe Haven
  strives for an excellent customer experience and as an act of good faith to
  repair the relationship, Safe Haven will issue a refund to the synchrony
  balance in the amount equal to the smart thermostat. Safe Haven asks the
  consumer to allow 10-14 business days for this to update within the account
  balance. Thank you for your consideration.

• Initial Complaint

  Date:01/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had my ADT service since May with brand new equipment and how the ADT representative place the equipment where it need to be properly placed. I have only been able to use my service consistently for about 2 months or so. After that I have not been able to have steady service I have called multiple times to resolve it. But the company wants me to pay for them to come out after I have troubleshooted the system because it doesn’t have much to do besides unplugging and plugging it back in. I had called on 12/20 to speak to a rep and basically he told me he is not able to help me anymore because my bill is passed due and my bill is not passed due at all. I was very upset because he lied about trying to have a tech come out to my resident and I said that I didn’t want to pay for any service charge since I have faithfully been paying my bill and haven’t been able to use the footage camera and get notification when someone is at my house for security reason. I asked to just have my service cancelled because I should have to trouble shoot my own security system that I’m paying by every month. Then the Rep have placed me on hold where I have to start my conversation all over again when I asked to just cancel my service I don’t need ADT anymore. I don’t want ADT and someone can come to my house and collect the device. I’m truly upset.

  

  Business Response

  Date: 01/18/2023

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

  

  Business Response

  Date: 01/20/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* *******. 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 June 8th, 2022. 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 included, specifically, for the installation
  of the equipment provided by Safe Haven Security.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that support the consumer attempted to contact Safe Haven
  regarding service issues prior to December of 2022. Safe Haven was notified by
  ADT on December 5th,2022 that the consumer’s camera was not reporting
  into the system and triggering error signals that required trouble shooting.
  Safe Haven made 4 attempts to contact the consumer by phone and email between
  12/6/22-12/9/22 before reaching the consumer. Safe Haven spoke with the consumer
  on 12/9/2022 and attempted to provide trouble shooting, but consumer was unable
  to reach the device. Safe Haven offered to schedule a onsite visit, but the
  consumer declined and advised she would reach out at a later time when she was
  ready.
  Safe
  Haven received a call from the consumer on 1/11/22 requesting to terminate the
  services. Safe Haven advised the consumer she would be subject to the early
  termination fees and provided a quote in order to process her request. The
  consumer expressed her displeasure with the information surrounding cancellation
  terms and disconnected the call. A copy of the contract has been attached for
  reference. The early termination terms can be found on
  page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. The following term
  states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty free or adjust any billing. Safe Haven is an Authorized Dealer of ADT
  licensed to sell and install ADT alarm services. Safe Haven does not have
  authorization over monthly monitoring bills and the consumer will need to
  direct her request to ADT. 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 customer would like to move forward with s the scheduling
  a service appointment with the associated trip fees, we encourage the customer
  to contact Safe Haven directly. Safe Haven can be reached directly by phone at
  ************ ******* ******* * *** * **  ******* ***** ****** *** ******** ** ****** ** ******* ***** ******** **** *** **** ******* **** ***** ******** ** ******************************** ***** *** *** **** *******

• Initial Complaint

  Date:01/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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:  

  ADT *** sold me the monitoring equipment for the full price and this was paid in full. Unfortunately, ADT *** who sold the equipment was no longer available to take back the equipment.

  At different instances in 2021, false alarm was initiated by the system and there was no point of contact between the seller of the equipment and myself because the seller was no longer available. There was no monthly plan for payment since the equipment was purchased outrightly. It was already paid in full at the start of service, hence there was nobody to speak to fix the false alarm that goes off with the new owners. ADT 800 number called twice and in that period they were told to stop the alarm monitoring because I no longer lived in the area. They did not know ADT *** who sold the system to me. There was no contract with ADT. I

  ADT *** appeared to be an independent contractor.

   

  I have reached out to my realtor to connect me with the new owner who assumed the property on 07/2021. I am also reaching out to Yorktown Police Department and Fire station who kept getting the false alarm in 2021. I have also asked for my statements in 2019 to show that ADT system was purchased in full without any outstanding balance at the beginning of service.  If ADT was truly monitoring the system, they would have known that 3 different parties were involved in trying to locate ADT *** to turn off the false alarm system and it was disturbing the whole neighborhood in 2021.

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

  

  Business Response

  Date: 01/19/2023

  
  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by *********** ******. Safe Haven 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 strives for customer satisfaction and
  would like to extend our apologies for any and all frustrations the consumer
  has endured throughout this matter.

  After
  reviewing the account, Safe Haven issued past due letter notification on 11/17/2022
  and 12/15/2022. Safe Haven attempted to contact the consumer by phone on 1/12/2023
  to advise of the delinquent status and to ensure the balance was fulfilled. An
  email was sent to confirm the consumer’s cancellation request on 1/12/2023. Please
  see the email thread that was exchanged below.
  "On Jan 12, 2023, at 1:35 PM, Accounts Receivable wrote:
  
  Hello *********** ********
  
  Can you please confirm that you would like to cancel your account with Safe
  Have Security at the below address.:
  
  *** ******* ***
  ********* ** *****
  **********
  ******** **********
  **** ***** ******** ******** ***
  *** **** **** ******
  ***** ****** ***** ** *****
  
  From: *********** ******
  Sent: Thursday, January 12, 2023 1:49 PM
  To: Accounts Receivable
  Subject: Re: Account Cancellation
  
  Please cancel the account as house was sold 07/2021
  
  
  Safe Haven
  had provided the consumer with services up until 1/12/2023. The consumer did not
  confirm with Safe Haven of a cancellation request until that date. Safe Haven
  attempted to contact the consumer prior to the 1/12/2023 regarding the services
  and did not receive any follow up. The communication. customer was provided
  with monitoring services that were billed throughout the time frame of the
  monitoring. Safe Haven  reached out to
  the consumer on 1/18/2023 after the email request above in detail below,
  “On
  Jan 18, 2023, at 11:29 AM, Accounts Receivable wrote:
  
  Hi ************
  
  We have received your cancellation request and are cancelling effective 1/12/23
  the date of your email. For the months of Nov and Dec 2022, we have sent a
  final invoice on a separate email to you and you may pay that invoice directly
  using the link attached on that email or you may call us to make that final
  payment. Please let us know if you have any questions.
  
  
  Sincerely,
  ******** **********
  **** ***** ******** ******** ***
  *** **** **** ******
  ***** ****** ***** ** *****
  ****** ********** ***** ***** ******** ******** ********* ****
  ******** ******** ***** ******** ******** ***** ***** ***** *** ****
  
  From: *********** ******
  Why
  are you sending me final receipts when you were informed that I no longer own
  the property. On 08/09/2022 I called ADT and informed them the house was no
  longer mine 07/2021.
  Please
  stop these unnecessary harassment because ADT was informed about the change in
  housing.
  I
  will report to BBB if you continue these harassment. Thank you for your
  cooperation.
  
  *******

  The
  balance on the account is valid. Safe Haven was not contacted by the consumer directly about cancellation as they conveyed they contacted ADT directly. At this time, Safe Haven has not communicated
  any further with the consumer. Thank you for your consideration.

  

  Business Response

  Date: 02/03/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection complaint made by *********** ******. Safe Haven does not permit equipment to be returned outside of the rescission period. The consumer entered into a 36-month agreement that included equipment apart of the alarm monitoring services. The consumer did not pay all 36 months upfront, nor for any equipment.

  Safe Haven cannot speak for "ADT ***" or any references made in the rejection as they have relevance to the initial complaint that was submitted.  Safe Haven has provided the invoice billed on the account in addition to the contract that reflects a 36-month fulfillment being required. In the event a consumer fails to fulfill the contract terms( 36-months), the remaining portion of the contract is due.( See page 5, term 2 EARLY TERMINATION OF THE CONTRACT), .The unfulfilled balance on the account is valid and the consumer is subject to fulfilling it.

  Customer Answer

  Date: 02/03/2023

  [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 this response because:

  The account was paid in full before the onset of service. ADT does not accept partial payment. I did not even allow them to do credit check on me so I paid account in full.

  It appears the Safe Haven in Kansas is another independent contractor that bought the names of former customer ADT ***** customer and they are trying to collect payments from me. They apparently were not aware that the account was paid in full already. I currently have ADT now in Austin you do not give a customer your equipment for partial payment. It is either full payment or monthly payment after credit check. 

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

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I are new customers with ADT and are writing to file a formal complaint.
  We reached out to ADT to get an idea of the options that we would be given as we purchased a D.R. ****** home that came with $500 dollars of equipment in addition to the items that were already installed in the home upon purchase. In setting up the appointment, they would not give us an estimate of the total cost other than a monthly monitoring cost of 39.99. Once the technicians were in our home (one in training) they went to work to install the main control panel. Once installed they went through the different options. I informed them that I wanted the best option with the $500 dollars we were allotted with the purchase. The technician then adjusted the quote to approx. $2000 dollars over the $500 dollar allotment. I again told him that I did not want to spend more than the $500. He said he would not do anything less than the $2000 dollar quote. He then told me that it could be broken up into 3 payments. I told him that I did not want to do that as I didn’t want to put my family in a financial situation. He continued to say he wouldn’t go any lower than that. I felt like I had no choice but to sign the document as they would not come up with a solution that met my family’s needs.  It was also not disclosed until after the document was signed (with much hesitation and a feeling that I had no other choice but to sign) that it was a 3 year commitment. I would have never signed up for the technician to come to our home if I knew the cost that would be incurred with the service and the commitment that we would be under. I do not appreciate the technician not being customer centric and ensuring that our family’s needs are being met.
  
  We would like the ability to work with ADT on a reasonable solution to the issues identified in this document.
   
  I filed a complaint with ADT directly with no response. I have posted reviews with no response as well.

  

  Business Response

  Date: 01/16/2023

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

  

  Business Response

  Date: 01/20/2023

  
  
  
  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”’)’s formal
  response to the complaint made Mr. ********. 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 gratitude towards the
  consumer for allowing our Builder Division for providing them with a resolution.
  Thank you for accepting a refund, keeping the additional equipment installed,
  and continuing with the monitoring services. We appreciate your time and thank
  you for your consideration.

• Initial Complaint

  Date:01/17/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my adt service and now months later I’m getting contacted by a lawyer saying they are suing me. What??? I cancelled my subscription. I do not understand what’s going on

  

  Business Response

  Date: 01/16/2023

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

  

  Business Response

  Date: 01/20/2023

  Dear Better Business Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by the consumer. Safe Haven is an
  Authorized Dealer of ADT licensed to sell and install ADT monitoring services.
  Safe Haven does not oversee monthly monitoring services or the monthly billing.
   Safe Haven attempted to notify the
  consumer from January 2021- May 2021 of the account billing delinquency before forwarding
  the balance of the contract to an outside agency. A
  copy of the contract has been attached for reference. The early termination
  terms can be found on page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”.
  The following term states,
  “I
  AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
  RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
  TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
  THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
  (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
  AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
  At this time, the status and collections on the
  account is valid. Safe Haven consumer to contact the collections agency to settle
  the balance as it is no longer 

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my service has been canceled and equipment has been picked up, I am still getting a monthly bill and phone calls.
  
  My cancelation confirmation number is 02669792. I need my due balance to be clear before it get sent to my credit report.

  

  Business Response

  Date: 01/13/2023

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

  

  Business Response

  Date: 01/20/2023

  
  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”)'s formal response
  to the complaint made by the consumer. Safe Haven is an Authorized Dealer of
  ADT licensed to sell and install ADT alarm services. Safe Haven does not have
  authorization over monthly monitoring or ADT billing. Safe Haven has spoken with
  the consumer directly and advised them they will need to contact ADT directly
  regarding any additional concerns they have towards their cancellation.

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company continues to send fire department even after the alarm has been turned off and company has called to verify the owner is safe. They call family members after calling to verify that the owner is safe. Company calls very late at night. Company refuses to remove family member from their file to avoid late night calls. Company continues after several complaints. I cannot get to the pad in 20 seconds as requested to stop the alarm every time. Company refuses to send technician to adjust equipment or move equipment. I have a contract but this was not brought to my attention prior to the contract that they would refuse to not call emergency services and my family late at night. ADT has installed the key pad 25 feet from the entrance of the garage. They have installed a camera which was not authorized. And the camera is taking pictures. This camera is located at tele entrance to my bedroom and is taking photos. I have requested for ADT to stop sending emergency services when they are aware there is not an emergency. The say this is impossible. I have requested for ADT to move or change the key pad so I have more time to get to it. I have requested for ADT to move the key pad from where the key pad was placed. They say I must pay for the installation error. I am a senior citizen. I have steps in my home and at my entrance. I feel if I am willing to keep this service, I should be able to have so I can use it for what I purchased it for. I feel I am being treated badly because I have complained. ADT has refused to allow cancellation even though I had no say in the time for cancellation of the keypad alarm or the location the technician decided to put the keypad. They say you had this since April but I say the records will show that this has been a problem for a long time. I have begged the dispatcher not to send the fire department but they pretend like they don’t hear me. They have reported they couldn’t understand me which is not true please help

  

  Business Response

  Date: 01/16/2023

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

  

  Business Response

  Date: 01/20/2023

  Dear Better Business,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the
  complaint made by ******* ********. Safe Haven is
  an Authorized Dealer of ADT licensed to sell and install ADT monitoring
  services. Safe Haven does not oversee monthly monitoring services or the monitoring
  alert services. Safe Haven encourages the complaint to be forwarded to ADT/ for
  the consumer to contact ADT/ form a separate complaint towards ADT in regards
  to the monitoring alerts issued towards emergency respondents.
  *** ******** ********
  **** ****** ** **** ******** ******
  ************
  After
  reviewing the account, Safe Haven has not been to the consumer’s residence
  since the installation that occurred in April 2022.Safe Haven collected
  an electronic agreement from the consumer on April 15th, 2022. Safe
  Haven’s first notice of the consumer’s
  dissatisfaction was on December 5th,2022. The consumer advised a Safe Haven
  support agent of her frustrations with ADT dispatch services alerting emergency
  respondents to be dispatched without her consent. Ms. ******** expressed her
  frustration with the panel settings, the panel’s placement, and expressed her
  request to terminate the services. Safe Haven advised the consumer of the early
  termination terms within the contract and offered her service options to help
  aid her in a resolution. Ms. ******** declined an onsite service appointment
  due to the service fee cost and opted for a technical support call. Ms. ******** contacted Safe Haven later that day
  and requested to have the panel moved to
  another location. Safe Haven reiterated the
  previous information regarding service fees and the consumer declined
  scheduling an onsite visit. On 12/6/2022, a technical support agent contacted
  Ms. ******** to aid her in a resolution remotely. During the call, Ms. ********
  expressed her frustration with the panel placement, and advised her
  dissatisfaction with the required fees in order to have a technician relocate
  the panel. The technical support agent reset the entry times for the panel and
  advised the trip fees were not eligible to be waived for an onsite visit. Safe
  Haven has not received any further communication from the consumer since
  12/6/2022.
  All references to contract terms specific to Ms.
  ********’s complaint can be found on page 5
  under the “IMPORTANT TERMS AND CONDITIONS” Page 5
  outlines in detail “PAYMENT; TERM; RENEWAL TERMS(S); CONSUMER REPORT”, “EARLY
  TERMINATION OF THIS CONTRACT”, “INCREASE IN CHARGES”, “ALARM PERMITS;
  ADDITIONAL CHARGES AND OFFSET RIGHT”, AND “LIMITATION OF LIABILITY”. Page 7
  thoroughly discloses all of the consumer’s warranty in detail, specifically
  services that are non-warranty with associated trip cost.
  At this time, Safe Haven is unable to stop ADT
  monitoring efforts communicated to EMTs or move the keypad at our expense. If
  the customer, would like to move forward with scheduling a service appointment
  with the associated fees, we encourage the customer to contact Safe Haven
  directly. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8
  AM- 6 PM central time. Should the customer be unable to utilize phone services
  they may also contact Safe Haven directly at [email protected].
  If the customer would like to move forward with terminating her services, she
  would be subject to the early termination fees. Thank you for your review.