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:01/16/2023

  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: Safe haven was made aware that I was already in contract with another company and knew that I could not enter into another security contract with then but the agent states that he would work it out. I currently do not have any of there services active in my home. I had the company that I was already in contract with transfer the service. I also you fail to provide services that I was paying for and you provided me with a malfunctioning surveillance system.
  
  
  
  Regards,
  
  
  
  ******** *****

  

  Business Response

  Date: 01/23/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made ******** *****. Safe Haven sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter. After reviewing
  the account, the consumer entered a thirty-six (36) month agreement with Safe
  Haven Security for ADT monitoring services on August 29th, 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 without any penalties. 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.
  Safe
  Haven has not visited the residence since August of 2022, when the installation
  occurred. Safe Haven’s first communication with the consumer of her concerns
  did not occur until 12/9/2022. Safe Haven received a call from the consumer expressing
  concerns with her cameras and wanting to terminate the services. Safe Haven
  advised the consumer of the early termination fees associated with the account
  and the consumer declined paying the fee. Safe Haven received an additional
  complaint from the consumer through ADT regarding her account concerns on
  1/13/2023. Safe Haven attempted to contact the customer by phone and email to offer
  a service appointment, but the customer declined. The consumer contacted Safe
  Haven on 1/16/2023 requesting to have her the cameras removed from her account
  because she was having ADT install new cameras. Safe Haven advised the consumer
  that she was currently under Safe Haven’s service warranty and that we would be
  unable to remove the cameras for devices not installed under Safe Haven.
  Safe
  Haven received an additional call from the consumer requesting to have the
  cameras removed under her account because she was intending to get better
  cameras for the home. She advised wanted the new camera owners to be able to
  use them, but they reflect under her account and they are not able to activate them.
  Safe Haven advised we were unable to do so, the customer requested to terminate
  the services and was sent to an early termination fee quote. Safe Haven
  escalated the account within the builder division on 1/20/2023. The customer declined
  all resolution attempts and requested to have all of the equipment removed due because
  she was going with another provide. A Builder Division team lead advised the
  customer that Safe Haven is unable to facilitate a cancellation without the
  early termination fees being paid and the consumer advised she would let the
  account go to collections.
  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 customer
  has advised the cameras have been physically removed at her discretion. Safe Haven
  is unable to deem the system inoperable based on the consumer’s violation to
  the servicing terms and her attempts at removing the cameras physically on her own.
  Should the consumer want to move forward with her cancellation request she will
  be subject to the contract terms. Thank you for your time

  

  Business Response

  Date: 01/31/2023

  Please
  accept this as Safe Haven Security’s formal response to the rejection made by ******** ****** Safe Haven has provided supporting information that documents the
  consumer’s acknowledgement and understanding of the agreement that was entered
  into on August 29th, 2022. The consumer was provided a document detailing the agreement,
  the additional equipment, and the terms surrounding the additional equipment
  purchase. Safe Haven included a detailed rescission period, additional terms to
  execute the outlined rescission period, and information within the rescission
  document that allowed the consumer to execute the rescission period within a
  timely manner. The consumer failed to do so and is not eligible for a
  penalty-free cancellation.
    Safe Haven has acknowledged the consumer’s choice
  to remove the equipment provided by Safe Haven, but that does not suffice as a dissolution
  to the contract terms. Furthermore, Safe Haven is unable to deem the system
  inoperable based on the consumer’s violation to the servicing terms and unauthorized
  removal of the equipment. At this time, the consumer is subject to the contract
  terms and will be required to pay an early termination fee. Thank you for your
  time.

  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 document that was sent I have never seen that before I never spoke with a ******** **** and that is not my signature. also I had no choice but to remove as I contacted ADT and safe haven because the system was not working. My home had no security measures at all and the fire alarm kept going off when it wanted to. I needed my home secured 365 days come to find out the camera wires were split by the tech and could have caused a fire in my home thank god it didn't. after contacting both companies over and over with no resolution, then after requesting a call back i finally received one 2 months later.
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 29th **** *****, Branch Mgr of Spring Hill, FL branch, appeared at my home door. Said he was with Safe Haven Security. I assumed he was a partner of ********* ****** **** ***** because they had already called me. He sold me a security system for 36 months at $45.99. Next day ******* showed up from ADT to install on Dec 30th. Over the weekend, I realized I really couldn't afford this system. I called on Monday (2nd day of 3 business day cancellation policy they have) and spoke to ****, only number THEY provided me with then. He said, "No problem *****. We will take care of it." I said, "What about a form I have to fill out?" He said, "I will take care of the cancellation for you and let them know to come pick up equipment." I told him it was just too much for 3 years! I heard from no one over next 2 days. Called **** again. He said, "No one called? I will reach out to them again." After not hearing another day, I called **** again. Apologized for calling so much but wanted to ensure it was cancelled since I only had 3 days to do so. He again said he would have someone call me about picking up equipment. After a week, I started to feel uneasy and angry. I called him again. He wouldn't answer. Went straight to voicemail. Then I knew (after being in business all these years myself) that he was avoiding me. Probably wants to collect commission and could not if he helped me. He had told me, "I will be there for anything, don't worry." I then contacted ********* ****** in Missouri. They said it was not their rep that I was working with which really shocked me. I thought he was connected to them. They called **** a "doorknocker". So they can't help me. I have no one to turn to and have to pay for a service I WILL NOT USE! Do not use Safe Haven Securities!!!! I have included a photo of ****!

  

  Business Response

  Date: 01/31/2023

  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 further investigation of the allegations
  made by the consumer, Safe Haven was unable to collect any evidence that would
  support the customer being issued a total refund of all monies paid and
  forgiveness of her contract.
              Safe Haven has actively worked
  with the consumer and attempted to assist the consumer with her desired
  resolution. Unfortunately, Safe Haven has been unable to receive supporting
  documentation to deem the consumer eligible of a penalty-free release. Safe
  Haven has advised the consumer to provide phone records to confirm the consumer
  made call attempts to Safe Haven/ ADT/ or the representative in question during
  the outlined rescission period found in the " Notice of Cancellation"
  document. The document provides explicit instruction for a consumer to exercise
  their right to cancel penalty-free if chosen within an allotted time frame. In
  the event the consumer does not follow the instructed details to enforce this
  right, the contract terms stand.
              At this time, Safe Haven is
  unable to release the consumer from the contract penalty-free. Safe Haven
  encourages the consumer to contact her cellular phone provider for phone
  records or utilize online platforms with her cellular provider to pull outgoing
  call history that is not impacted by SIM communication errors. The consumer
  will need to produce records reflecting attempts were made between
  12/30/2022-1/3/2023, in order to qualify for a penalty- free release. Should
  the customer be unable to produce such documentation and want to move forward
  with her cancellation request, she will be subject to 75% of the remaining
  balance of the contract.  Safe Haven will also reach out to ADT on behalf
  of the customer to confirm if they received any contact from the consumer
  within the timeline referenced above. Safe Haven will contact the consumer
  directly with any additional updates, should ADT be able to find corresponding
  history. Safe Haven invites the customer to email the phone records directly to
  *************************** for release eligibility review should she be able
  to obtain them. Thank you for your consideration.

• Initial Complaint

  Date:01/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document
  I dispute this debt.  The stated debt of $1093.46 is incorrect, wrong and should not be assigned to me.

  

  Business Response

  Date: 01/13/2023

  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 would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter. Safe Haven did
  not receive an attached document to review, however, Safe Haven has actively attempted
  to advise the consumer from of the account status since September of 2022.The
  consumer entered into an agreement with Safe Haven on October 22nd,2021.
  

  A copy of the contract has been attached for reference. Within
  the contract, the early termination terms can be found on page 5 under the
  second paragraph titled “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.”
  (All references to page 5
  “IMPORTANT TERMS AND CONDITIONS  The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); (Term
  15) FAILURE TO PAY CHARGES OR HONOR CONTRACT. Term 15 specifically states the
  following,
  “
  If I fail to make any payment when due or to honor any other term or condition
  of this Contract, Dealer may terminate this Contract and/or stop providing the
  alarm monitoring and notification services and repossess or disable the
  equipment without notice. I will grant Dealer access to My premises and allow
  it to reprogram or disable the Equipment. Dealer has no liability if Dealer
  stops providing the alarm monitoring and notification services and repossesses
  or disables the equipment. If Dealer terminates this Contract due to My failure
  to honor any term of this Contract and Dealer incurred costs before payment in
  full is received for all Installation Charges, Dealer may deduct its costs from
  any deposit I provided to Dealer, in addition to any other legal remedy
  available. Dealer is not required to redecorate or repair My premises as a
  result of repossessing or disabling the Equipment. In addition to these
  remedies, Dealer does not waive and expressly retains the right to exercise any
  other legal remedy, including the right to charge Me a late fee at the highest
  legal rate for each month that a payment is not received and/or interest on the
  unpaid amount, and the right to report Me to one or more consumer reporting
  agencies if I become delinquent on My account (more than 90 days without a
  payment)”
  The
  consumer’s account was terminated by ADT due to non-payment. Once ADT
  terminated the account, Safe Haven forwarded the balance directly to an outside
  agency. After reviewing the complaint, the debt is correctly reporting under
  the consumer and is valid. The consumer will need to contact the outside agency
  directly to settle the balance owed from the account balance for the defaulted
  alarm monitoring service contract. Thank you for your review.

• Initial Complaint

  Date:01/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying $71/month for a service I have not received.
  My cameras stopped working June 2021 and when I would call into ADT they would assure me someone would come out within 24 hours to fix the issue.
  No one came.
  I now would like to terminate this service and I am being told by safe haven that I can not cancel due to a penalty in contract.
  
  I have told them I will need my $71 that I have been paying for since June 2021 refunded back to me for services that have not been provided. They said this is not possible.

  

  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. Safe Haven previously visited the consumer’s property
  on January 16th,2023.
  After
  reviewing the account, Safe Haven is unable to issue the consumer a refund. Safe
  Haven is an Authorized Dealer of ADT permitted to sell and install ADT
  monitoring services. Safe Haven has does not have authority over ADT billing or
  the monitoring services. Safe Haven has confirmed the system and supplemental devices
  are fully functional and operating as intended. As a courtesy, Safe Haven has
  forwarded the consumer’s refund request for their review. At this time, Safe
  Haven encourages the consumer to contact ADT directly to assist them with any further
  request towards their monthly billing. Thank you for your consideration.

• Initial Complaint

  Date:01/11/2023

  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.

  Upon moving in to my new home, I was pitched ADT's security services through Safe Haven Security Services, an authorized dealer working with my home builder-- ** ******. I signed up for $45.99 monthly subscription under a 3-year contract-- in addition to an up-front cost of $425 for equipment.
  
  Since then, I have had numerous technical issues with my system. Not only have false alarms caused enormous distress to my household, but three different devices are currently faulty-- despite numerous troubleshooting attempts. My doorbell camera has disconnected from our system multiple times, including while we have been out of town. Reconnecting this device has not provided any kind of long-term resolution. It is currently disconnected once again. Additionally, both our thermostat and front door lock are not usable through our phones any longer.
  
  I have sough both technical support and customer service resolutions, but ADT has done nothing to assist over the phone or through email. Phone wait times are generally in excess of half-an-hour, and have been cited as 45+, 75+, or even 100+ minutes. When I have spoken with a representative, they told me they would research my issue and call me back-- but never did.
  
  I am at a complete loss with how to proceed. Cancelling my ADT contract would require paying out 75% of the cost of remaining payments-- but I have not even been able to talk with an account representative to initiate that process, regardless of how unfair it seems given my cause for cancellation. Furthermore, my credit will be impacted if I miss payments to ADT-- even though I am not receiving the services I paid for!

  

  Business Response

  Date: 01/11/2023

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

  

  Business Response

  Date: 01/17/2023

  
  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by the ******** *********. 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, Ms. ********* entered into a contract with Safe Haven for ADT monitoring
  services on 12/15/2021.
  Safe
  Haven is an Authorized Dealer of ADT licensed to sell and install ADT
  monitoring services. The consumer’s service warranty is
  transferred to ADT after the first year of service and the monthly billing is
  overseen by ADT corporate throughout the entire service agreement. Safe Haven
  has reviewed the account and the last service request Safe Haven conducted was
  in February of 2022.  Safe Haven conducted
  a technical support call with the consumer to help pair one of her smart home
  features wit the monitoring system. Safe Haven has not received any
  communication from the customer, or been advised of any issues with the
  doorbell camera since February of 2022.
  After
  reviewing the account, Ms. *********’s service warranty with Safe Haven has
  expired and has now transferred directly under ADT corporate’s jurisdiction. Ms.
  ********* will need to contact ADT for any billing adjustments or contract release
  eligibility request. If the consumer needs assistance with getting connected to
  ADT, she may contact Safe Haven’s customer support team. Safe Haven can be
  reached at ************* ******* ****** * **** ** ******* ***** ****** ******* **** ********* ** *** *************** *** *** **** *****

• Initial Complaint

  Date:01/11/2023

  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 called on November 14th to notify I was moving to a new location. They changed my plan to ADT blue but they never closed my previous account and it still shows as active and they are still charging. I was not able to see any cameras o received notifications after November 15th from my previous address. Ever since I have been calling and no one has been able to help me to actually resolve the issue of my account as it still shows active, bring the billing statement to the correct amount (the amount of $68 dollars was provided by last agent I spoke to)
  Until this day they haven't been able to resolve my issue and every time I call they say that the account is still active but in 24hrs I should receive and email with the adjusted balance from billing. I received a called yesterday from ************ requesting $207 that i was due (so account is still active and they keep on charging months without adjusting).
  Im paying my monthly fee for ADT blue in the new location, but my previous address is still showing active and as I was told on the phone several times billing will need to be adjusted to reflect account deactivation as of November 14th. I called last week on January 4th and the issue has not been resolved yet.

  

  Business Response

  Date: 01/17/2023

  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 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. Safe Haven is an Authorized Dealer of ADT, licensed to
  sell and install ADT monitoring services. Any billing adjustments or service
  request must go through ADT corporate. Safe Haven does not authorization to
  cancel a customer’s service or bill the customer for monthly services.
  Safe
  Haven has reviewed the account and an attempt to provide the consumer resolution
  to her concerns was made. Safe Haven received communication from ADT advising
  the account the consumer alleged was newly active had not been. The following
  email was sent to the consumer1/16/20223,
  “Good afternoon **********
  I got the following response from ADT below:
  ADT NOTE:
  • Legacy Code: ******
  • Text: Account NOT added. Customer has an
  inactive ADT Blue shell ************************** but it's not in a valid status to stop/reverse the
  chargeback. Monitoring status is BLANK – The customer has not setup the
  account. Billing has not started because account is not active. Unable to
  reverse the Chargeback at this time.
  • Add Date: 2023-01-13 17:17:22
  
  ADT was unable to confirm my request because the
  account does not reflect active. If you are unable to activate the services and
  alert us to resubmit the dispute by 02/28/2022, we will have to forward the
  balance of the contract over to our collection agency. Please ensure this taken
  care of as soon as possible. Thank you in advance!”
  Safe
  Haven has not received any additional communication from the customer. At this
  time, no further actions are required by Safe Haven. Thank you for your time.

• Initial Complaint

  Date:01/10/2023

  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.

  there was a sales person name by ***** visited my home several times encouraging me to take the security service for my new home. ignoring him plenty of time he said i will give you free installation and free equipment and the monthly bill will be 63$ a month that's all i have to pay and i can stop the service whenever i like to.
  so a guy comes to install the equipment in my house and i already mentioned the guy don't put anything additional as your representative have told me only such and such things are free and he said yes sir i got you. but after few day later when i opened my synchrony bank account to pay my furniture bill i saw there was new account showing by name of home service and i owed them 1924.29$
  after talking to synchrony bank representative i came to know it was SAFE HAVEN SECURITY SERVICES INC who had charged me. surprisingly i was astonished how come they open account on my name without my knowledge after contact the company they told me i purchased additional equipment { which i never did } and i explained them i had not purchased anything these is all without my knowledge. i asked them if i had purchased why the card has been mailed to different address they have no answer they keep saying me you have to pay that amount. i also told them i no more want your service they made a whole contract which was not signed by me and presented me saying you have sign the contract for 36 months which is clear scam. to terminate the service they are making me charge 1582$ giving me 25% discount i dont understand how come i pay someone which i had not signed and purchased anything its clear scam on my name the company instead of taking action against there employee to create fake signature these people are trying to force me to use there service and pay for what i am not supposed to pay
  please do help me i am sticked in these situation and i am afraid they will mess up my credit.
  kindly help me

  

  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. Safe Haven has investigated these allegations and have not found any supporting evidence to support the consumer being owed a refund.
  After reviewing the account, *** ***** authorized Safe Haven to perform the installation of goods in order to obtain the ADT monitoring services on a verbal recording prior to the installation. *** ***** entered into a 36-month agreement with Safe Haven on November 28th,2022. At the installation, *** ***** was presented a series of additional equipment packages for his review. All four equipment packages were signed with acceptance or denial markings by the consumer. *** ***** accepted 1 out of the 4 options presented with a handwritten signature and chose to finance the equipment utilizing the Synchrony platform. The consumer completed an online application with security encrypted tracking confirmed by Synchrony.
  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. 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.”
  At this time, Safe Haven is unable to release the consumer from the contract penalty free or issue any refunds. If the consumer would like to proceed with moving forward with their cancellation request, they will be subject to the contract terms. Thank you for your consideration.

• Initial Complaint

  Date:01/09/2023

  Type:Product 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 1*******, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  **** ********

  

  Business Response

  Date: 01/09/2023

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

  

  Business Response

  Date: 01/17/2023

  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 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. Safe Haven is an Authorized Dealer of ADT, licensed to
  sell and install ADT monitoring services. The service warranty is transferred
  to ADT after the first year of service and the monthly billing is overseen by
  ADT corporate throughout the entire service agreement. Any billing adjustments
  or service request must go through ADT corporate.
  Safe
  Haven has reviewed the account and the last service visit Safe Haven conducted
  was in June of 2022. During that visit, Safe Haven integrated the doorbell into
  the consumer’s system after the consumer provided the sufficient electrical required
  for camera functionality. Safe Haven has not received any communication from
  the customer, or been advised of any issues with the doorbell camera since it
  installation in June 2022. After reviewing the account, Mr. Ruderman’s service
  warranty with Safe Haven has expired and has now transferred directly under ADT
  corporate’s jurisdiction. Mr. Ruderman will need to contact ADT for any billing
  adjustments and to service his doorbell camera. If the consumer needs assistance
  with getting connected to ADT, he may contact Safe Haven’s customer support
  team. Safe Haven can be reached at 8************ ******* ****** * **** ** ******* ***** ***** *** *** **** *****

• Initial Complaint

  Date:01/09/2023

  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: Save haven is using their contract to initiate a service visit for a replacement part that does not need a technician to install. Like I said before, it's all about money, and a 60.00 charge for unecessary service.. this problem is easy to solve, send us the part. 

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

  

  Business Response

  Date: 01/13/2023

  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. Safe Haven has
  actively attempted to work with the consumer to address his concerns and
  provide him with a satisfactory resolution, however the consumer does want to
  comply with the terms within the service warranty.
  Within
  the contract, “IMPORTANT TERMS & CONDITIONS” can be found on pages 5-9. Page
  7 under term 10, “EXTENDED LIMITED WARRANTY/ QUALITY SERIVCE PLAN (QSP) specifically
  outlines the extended warranty for consumers. This term states the following,
  “10.
  EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). 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 *********. It is your responsibility to check this link periodically
  for changes. 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. The QSP and the billing for it will commence on the date the
  alarm system is installed, operational and communicating with Dealer's CMC and
  will continue for the term of this Contract. The QSP will automatically renew
  for successive thirty (30) day terms at Dealer's then-current QSP rate unless
  terminated by either party's written notice at least thirty (30) days before
  the end of the then-current term. If I purchase the QSP after the initial
  system installation, the alarm system must be in good working condition at the
  time I purchase the QSP. To purchase the QSP, call **************
  Due
  to liabilities and signal communications with ADT’s monitoring station, Safe
  Haven is unable to send equipment to the consumer to reprogram into the system.
  In order to replace a device or service a system, a licensed Safe Haven technician
  must perform servicing. Safe Haven encourages the consumer to contact us
  directly once he is ready to schedule a service appointment with the associated
  fess. Thank you for your review.

  

  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 rejection made by the consumer. Safe Haven has provided factual
  information and supporting documents disproving *** ******* rejection. Due to liabilities
  and the terms agreed upon as a consumer, Safe Haven cannot ship pieces of
  equipment to a consumer to be installed that require a signal to be sent to ADT
  monitoring offices. As an Authorized Dealer, we are responsible for installing
  the service devices that require an active signal to be registered into the system
  for ADT. A consumer cannot conduct installation on a device not deemed “Self-install”.
  At this time, *** ***** will need to comply with the terms agreed upon for servicing.
  Once *** ***** is ready to schedule a service appointment with the associated
  fees, he may contact Safe Haven at his earliest convenience. Thank you for your
  review.
  
  

  Customer Answer

  Date: 01/20/2023

  [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]

  I have been in touch with ADT representatives. ADT stated that they send out equipment for their customers to install all the time. If you need assistance just call. The operator from ADT had to put in the job order to safe Haven because we could not get through. All that is needed is for me to put up the detector,  go into  setup on the monitor and push install upstairs monitor. Done. Still no need for a technician. 

     Regards,

  
  

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

• Initial Complaint

  Date:01/09/2023

  Type:Product 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 few days after buying a new home, a Safe Haven rep (claiming to work for ADT) came to show us their offers as the house was previously serviced by ADT. The rep asked what type of service I was looking for. I told him I am really into home automation and smart homes. He presented the $45.99 plan which would have the smart features and the sensors. The other plan would be to add the video doorbell and cameras which would total $65.99. I ended up going with the $65.99 plan. On 11/5/22, the tech came to do the install. It wasn't until after having installed the panel that the technician sent the contract. That's when I noticed Safe Haven at the top of the contract, not ADT. I called the rep and asked why it stated Safe Haven and questioned his employment with ADT. He responded that he works for ADT and it was ADT service, however, the contract is sold through Safe Haven. Upon use of the security cameras, I was displeased with the video quality so I informed the rep that we wanted to remove the cameras and just keep the sensors. The rep replied and said it would be done but the tech never came. After several weeks of trying to work with the rep to have someone come, as he failed to return messages, I reached out to their support line and they sent someone out to remove the cameras and doorbell. The issues started here. Our doorbell no longer works (stopped working after install). Another a week later, I lost the ability to use the ADT app to control the system. I called support and was told it was a technical issue and that tech support would reach out to resolve it as we should have access via the app. As I was asking about the doorbell, the line was cut. I called back and I was told that the last rep was mistaken and that we would not have access to the app. We were misinformed by the rep who sold us the service and the customer service rep. Had we been informed that the app/remote app would be removed, I would have requested that the service be outright canceled.

  

  Business Response

  Date: 01/13/2023

  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. Safe Haven is actively working with the consumer to address his concerns and provide him with a satisfactory resolution. A technician manager will be following up with the consumer today. We thank the consumer for his continued patience and understanding while we work through this matter. Thank you for your review.