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:01/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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: January 14, 2023
  
  Better Business Bureau of Greater Kansas City,
  This communication is a rebuttal to Safe Haven Security, LLC response to my complaint.
  Safe Haven Security, LLC doesn’t subscribe to business acumen and ethics; please see their website for customer complaints as a result of great dissatisfaction. It seems that Safe Haven has a history of failing their customers and attempting to strong arm with the contract even when they render Service that is Sub Par At Best.
  I had new WiFi installed; my provider had to return to resolve my concerns prior to police alerts/dispatching on 11/5/22 & 12/5/22 respectively.  In fact, the security equipment couldn’t dispatch police If the Wi-Fi was inoperable at the time.
  On 11/5/22 I contacted ADT Security whereby the Customer Service Representative stated that the Duress Code and the Disarming Code were reversed.  This was the rationale for the first Police Dispatch. The Codes Were ONLY Effective After I contacted ADT To Change/Switch The Duress and Disarming Codes Effective,  Safe Haven Security Must Accept Ownership for their technicians incompetence. 
  On 12/5/22 Per the Safe Haven Technician who returned to determine the cause for the Second Duress Police alert on 12/5/22 “Light Affected The Sensor which is just above my Living Room” was Placed to Low and Should Have Been Placed 4 Inches from the Ceiling” and it’s approximately 11 inches from the ceiling and aligned closely to my Living Room Window.  Please see the attached photo.
  Initially the technician Suggested that the Sensor be Moved from above my window and be Placed in my Basement.  I have a 1 Floor Ranch Style Condo with a Basement. I couldn’t understand why the sensor would be placed in my basement which is pretty secure.  This same Techinician also suggested that he could add 3 additional Window Sensors on the Glass Panes of other Windows. Given that the First Sensor was Ineffective and was Misplaced by the Inititial Safe Haven Technician, Why On Earth Would Any Customer Pay Additional Fees for Additonal Equipment When the Initial Equipment is INEFFECTIVE?  I don’t believe that the Safe Haven Security Professionals would continue to sink financial resources into Faulty Equipment. 
  Safe Haven Security, Exactly How Many Times Must Your Technicians Visit My Home/Or Any Customer Before The Equipment That Was Supposed to Be Operable is Operable?  THE FACT THAT SAFE HAVEN SECURITY EMPLOYEE HAVE TO CONSISTENR RETURN IS PROOF POSITIVE OF INCOMPETENCE.
  If the Safe Haven Security System Consistently Fails, What Is The Purpose of it Remaining Powered Up?  Simply Put, Safe Haven Security Staff, Would Any Of You Continue to Utilize/Pay for Additional Power For Any Equipment That Does Not Work?
  Safe Haven Security, Basically Put, Your and Any/All Contracts Are Agreements to Pay For Service Provided.  It’s Apparent That Safe Haven Couldn’t Do This Seemlessly For Me.  HOW MANY TIMES SHOULD YOUR TECHNICIANS VISIT TO NO AVAIL?  THERE HAVE BEEN 3-4 TECHNICIANS VISITS & YOU ALL BLAME IS THE DISSATISFIED CUSTOMER WHO HAS BEEN FAILED COMPLETELY AND REFUSES FURTHER FAILURE AND PATRONAGE?
  SAFE HAVEN SECURITY TAKER OWNERSHIP FOR ONCE…..
  
  Terribly Disappointed
  *** *******2 months (4) Safe Haven Technicians have visited my home to repair/modify the system which has been uneventful. I spoken with and have emailed Safe Haven & ADT Sales/Customer Service Staff who's only suggestion is to send technicians until one of the individuals is successful. Also, two additional techs and a Regional Midwest Mgr (i.e. ADT/Safe Haven Security) wanted to schedule additional visits; all prior visits have proven Unremarkable. At this juncture I'm open to Contract Cancellation and Total Refund of this Uneventful Barrage of Incompetence. As of December 31, 2022 I disconnected the Security Equipment and I've notified **** ****** (Safe Haven Regional Mgt) that there's no acceptable viable option unless it's Service Cancellation Approval & Total Refund Charges of $422.92 and a Pre-Paid Container to return all equipment necessary.

  

  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. After reviewing
  the account, the consumer entered a thirty-six (36) month agreement with Safe
  Haven Security for ADT monitoring services on November 3rd, 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 his contract. 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 utilizes electronic signature using DocuSign to complete the agreement
  with the consumer. Safe Haven will also collect handwritten signatures from the
  consumer based on the events of the installation. 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.
  *** ******* provided both, physical and electronic signatures for Safe Haven to capture
  at the installation. Safe Haven performed the installation of the equipment and
  a return trip was scheduled 11/17/2022 to sync the video devices previously
  installed into the consumer’s Wi-Fi. *** ******* did not have the required internet
  for proper equipment function. *** ******* completed a statement form authorizing
  the installation of the cameras prior to full functionality willingly. During
  the return visit, *** ******* did not have Wi-fi services established and an
  additional return trip was scheduled. Safe Haven returned to the consumer’s residence
  on 11/30/2022 and completed the activation of the camera device functions.
  *** ******* alerted the technician he was receiving false alarms and returned to
  the residence on 12/6/2022. The technician advised the consumer that the disarm
  code and distress code were properly functioning and that that the alarms were
  being triggered due to the location of the motion sensor device *** ******* declined
  the technician’s professional advisement to relocate the motion device and all
  other advisements the technician offered. The technician suggested additional
  devices to give more peace of mind if *** ******* was unwilling to relocate the
  motion, but *** ******* decline all attempts for resolution and the technician
  left the residence. *** *******’ s allegations of faulty equipment and Safe
  Haven’s lack of ability to resolve such allegations are merely based on opinion
  and not fact.
  Furthermore,
  *** ******* voided out the service warranty governed within the contract terms
  when he chose to unplug the system without any professional advisement or
  instruction of the installation provider’s (Safe Haven Security, LLC) instructions.
  At this time, should any malfunction occur/ additional allegations be formed, Safe
  Haven would not be responsible as the consumer interfered and Safe Haven would
  not be able to decipher where system errors were caused due to a malfunction the
  equipment or tampering by the consumer. 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.”
  (All references to page 5
  “IMPORTANT TERMS AND CONDITIONS”)
              The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the
  first two paragraphs of the page. Safe Haven previously addressed the terms of
  the Notice of Cancellation document that give specific detail of dates outlined
  that were permissible for cancellation for the eligibility of the terms
  included on the document. At this time, 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. 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 *** *******. Safe Haven has provided supporting
  information acknowledging and disproving *** *******’s allegations. *** *******
  declined Safe Haven’s attempts at offering aid in resolution to his system concerns.
  In the event Safe Haven’s attempts at resolution are declined and a consumer wants
  to terminate the services, the consumer is still subject to an early
  termination fee. Safe Haven has already conveyed to *** ******* the status of
  the account should he fail to fulfill the balance on the account. *** ******* has
  requested no further communication from Safe Haven and he has been added to our
  “DNC “list. At this time, there is no further action that needs to be taken by
  Safe Haven.

  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] 
  
  Complaint: ********
  
  I am rejecting this response given that Safe Haven Security Technicians have visited my home 3-4 times to No Avail.  Safe Haven Security Technicians are supposed to be trained security installation/diagnosis experts; 3-4 attempts/home visits have proven the incompetence at best of the failure to resolve the equipment/system and placement concerns.  How many times would would-be professionals consistently be unable to diagnose and resolve the equipment failures with the initial equipment installed and/or expect additional charges for additional equipment when the initial equipment should be effective.  What customer would continue to allow Safe Haven Security Staff to continue home visits with no Resolution to date. Also, what customer would consistently alter his/her busy schedule to allow a Safe Haven Security Home Visit when to date with no Conclusive end in sight?  The Safe Haven Security Website displays many customer failures; I'm one of many.  Honoring any Contract is incumbent upon both the the company/organization and the individual; Safe Haven Security has defaulted and have made attempts to dishonor my character as a customer/individual.  The Safe Haven Security Organization must take responsibility for their Total Failure of both Customer Service At It's Worst and Dual Equipment.       
  
  Regards,
  
  
  ****** *******

• Initial Complaint

  Date:01/04/2023

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******** ******** ******

  

  Business Response

  Date: 01/11/2023

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* ******** ******, in association with the
  account listed for ****** **** ******. 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. We appreciate
  the consumer’s patience with us as we work towards providing a resolution to their
  concerns. After reviewing the account, Safe Haven’s builder division management
  will be reaching out to the consumer to confirm a refund of $750 being issued
  back along with the steps Safe Haven will be taking to communicate with ADT.
  Unfortunately,
  Safe Haven does not have authorization over ADT Monitoring. We are unable to stop
  these reports from being created, but we will be contacting ADT to advise of the
  consumer’s request. Safe Haven encourages the consumer to contact ADT directly in
  order to help expedite this process on their end. Safe Haven wants to thank the
  consumer again for their time and understanding while we complete this resolution
  for them. Thank you for your consideration.

• Initial Complaint

  Date:01/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were recommended Safe Haven and ADT for our new home . On October 7th ****** came out to the house for the initial consultation. While he was here so was an ATT technician installing internet. While here they realized we couldn't get better than 2 mbps. We made clear our wants, but was told it wasn't possible. My parents and myself were able fulfill our financial obligation. However, everything was suppose to wait for the internet since we didn't meet the minimum requirement. We switched to T-Mobile gateway. Still, we are not pulling the speed needed. ****** was spoken to frequently and still proceeded to swear the product which required stable internet would work. Three weeks of appointments, products not being installed, failing products, and disagreements. ****** told us there was nothing that could be done. We were charged though, and for stuff that was NEVER installed. Afterwards we went back to Safe Haven who wanted to give a discount. I called the manger and requested cancelation due to reasons above, repeating my self multiple times only to be berated and talked down to in a disrespectful manner. Originally I just wanted cancelation, but based how they treated a disabled vet that has since changed. The contract is a whole other issue. The contract is designed unethically, and biased against the consumer as ADT bears no responsibility to complete install and unless the consumer cancels within three calendar days. However this was done since we called the technician numerous of times during the first three days. The fact that this contract, as current, does not require the equipment to be installed or the services working implies that ADT can just charge you without ever having the intention of fulfilling their side of the contract. This, in my opinion, is the very definition of a bad faith contract. In summary, save yourself the hassle, heartache, and money. Go somewhere else as ADT is against you as a consumer.

  

  Business Response

  Date: 01/02/2023

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

  

  Business Response

  Date: 01/09/2023

  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 supported the allegations made within the complaint.
  Mr. ******* entered a
  thirty-six (36) month agreement with Safe Haven Security for ADT monitoring
  services on October 7th, 2022. Safe Haven did not find any unethical
  or disrespectful behavior occurred towards Mr. ******* during his contact attempts.
  Safe Haven allows all of our consumers to review the terms of the agreement
  within the permitted rescission period. It is the consumer’s responsibility and
  discretion to review any legal documentation provided to them that requires
  their authorization and signature agreeing to terms and conditions included,
  specifically, for the installation of the services provided by Safe Haven Security.
  Mr. ******* requested to
  purchase additional equipment that was on back order willingly at the
  installation. Mr. ******* was advised the internet services within his home did
  not suffice.As a consumer, it is the account holder's responsibility to provide sufficient internet capabilities in order for the devices to function. Safe Haven is not responsible or liable for the lack of internet services required for the account holder to obtain. The installation technician  permitted the consumer to have some of the
  financed equipment swapped out with more compatible devices to his home’s
  capability. Mr. ******* later contacted Safe Haven outside of the rate of rescission
  period to terminate his services. On a recorded conversation, Mr. *******
  advised his request had nothing to do with Safe Haven’s behavior or alleged unethical
  practices. Mr. ******* voiced his frustration about the capabilities of his home and not what Safe HAven's representative " ******" did. The consumer advised that many of the capabilities of his home were reference prior to Safe Haven's involvement and no longer wanted to add to the looming issues he currently had that didn't include the home security system.

  Safe Haven advised
  Mr. ******* he was not eligible to cancel penalty free, but offered to provide
  him with a credit towards the financed equipment balance he had with Synchrony. The equipment swaps that were performed at the consumer's installation were not of equal value and advised Mr. ******* he was owed a credit. Mr.
  ******* decided to pay the early termination fees on November 1st, but submitted a
  complaint following his payment. After Safe Haven collected
  the early termination fee, a credit refund was issued to Safe Haven’s accounting
  team to communicate with synchrony for the balance to be adjusted by a total amount of $347.

  Mr. ******* called Safe Haven later that day in an escalated manner after Safe Haven advised him he would not be eligible for a penalty free release. Safe Haven did not receive any additional
  forms of communication from the consumer outside of the following complaint
  that was issued. At this time, the consumer is not owed any additional refunds, nor was he eligible for a penalty free release.
  This account has been cancelled and all cancellation fees have been fulfilled. No
  further actions need to be taken by the consumer, nor Safe Haven.  Thank you for your consideration.

• Initial Complaint

  Date:12/27/2022

  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.

  Date of Transaction: 10-26-2022
  Order ID: ********** NOTICE OF CANCELLATION
  I cancel this service on this date, all the equipment was removed next date, I Calle and files paper to cancel service, and it is not cancel and I was charged again. Time I spend on the phone was over 2-3 hours to solve. But Im still charged... I did cancel auto pay with ADT, and they continue to charge, outrageous!!!!!!!
  Here is wat they send me : *** ************ ******* ******* **** **** *** *** **** ** **** ** *** ****************************
  The removal of your security devices has been completed. However, your account still appears to be active with ADT. Even if you have already spoken with them at 1-800-238-2455, you will need to call again because they have not properly notated the account. Without the proper notation on the account, you will continue to be billed by ADT. Please inform them that the removal is complete, and they need to add the 'pending voluntary cancel' note to your account.
  
  Thank you,
  
  ******* ******* **** ******* ** ***** ******* ************ ******** *** * **** ***** * ****** ***** ** ***** 

  

  Business Response

  Date: 12/22/2022

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

  

  Business Response

  Date: 01/03/2023

  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
  customer’s experience. Safe Haven strives for customer satisfaction and would
  like to extend our apologies for any and all frustrations the customer has
  endured throughout this matter. After reviewing the complaint, Safe Haven regrets
  to inform the consumer we do not have authorization over ADT billing,
  monitoring services, or their monitoring service cancellation processes. Safe
  Haven encourages the consumer to issue this complaint directly to ADT regarding
  the fees ADT has assessed.
   Safe Haven is unable to adjust any of ADT’s
  billing records or charges. Safe Haven provided the consumer with direct contact
  information to contact ADT directly to form her complaint with ADT Billing on
  11/16/2022. At this time the account has been cancelled and no further billing
  charges have been issued. A member of our Builder Escalation team will be
  reaching out to ADT to make an exception request on the consumer’s behalf to
  issue a refund, but the consumer will still need to confirm with ADT her
  request. Safe Haven’s Builder Escalation team will also attempt to contact the consumer
  as well to reiterate the information within this response. Thank you for your
  time.

• Initial Complaint

  Date:12/20/2022

  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.

  [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: as you can see attached this is what was confirmed with ADT. When the "installer" came they added more and were not clear that it was going to charge more. As costumers, we were told that installers were coming to our house, not another sales person who could upsell. It was sleazy sales practices to scam us to add more product. Yes, ****** my husband created the bank account because it was the only way to see the bill. Look at your reviews on this site, Safe Haven has done this to hundreds of other people. Make it stop.  
  
  
  ****** ********

  

  Business Response

  Date: 12/28/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ******* ******** in regards to the account listed under ******* ******. We have investigated the customer’s complaint, and we have found no evidence of any improper conduct by the sales representative or installation technician when collecting the necessary documents to obtain the monitoring services.
  ****** ****** is the primary account holder, and she listed ****** ******** as her spouse/secondary account holder. At the installation, *** ******** signed a Home Customization Form (attached) that shows the total amount of additional equipment purchased and the monthly financing payment. We have also confirmed with Synchrony that *** ******** set up the Synchrony account in his name to finance the additional equipment. *** ****** does not have a Synchrony account and is not receiving bills.
  Further, Synchrony has provided us with screenshot from their records (attached) showing the email address (****************************) and IP address used by *** ******** to set up the Synchrony account. That email address matches the email for *** ******** that we have on file for the secondary account holder.
  Finally, the account creation process with Synchrony makes it virtually impossible for one of Safe Haven’s technicians to fraudulently create an account on a customer’s behalf. When a customer chooses to finance with Synchrony, Synchrony requires the customer to complete an electronic application using information available only to the customer—and not available at any time to the technician (e.g., SSN, DOB).
  Safe Haven has advised the consumer that our records show *** ******** properly agreed to the financing and created the Synchrony account. Safe Haven has not lied about monthly payment or taken advantage of the consumer at any point during the sale or installation of the services. Safe HAven has advised **** ******** if she or *** ******** still deny that they set up the account, they should contact Synchrony to go through Synchrony’s fraud or other resolution process. Thank you for your time.

  

  Business Response

  Date: 12/29/2022

  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
  provided a “Home Customization” sheet *** ******** accepted and signed with a
  handwritten signature. This document provided in detail what equipment was
  being purchased, the pricing of the additional equipment, the value of the
  equipment included, and a break down of the monthly payment for the additional
  equipment purchase over the span of the 36-month agreement. Safe Haven has
  reattached the home customization sheet mentioned above to further disprove
  allegations that *** ******** was not “clear” of the charges.
  When
  *** ******** provided his handwritten signature on the Home Customization
  sheet,  he authorized he understood the
  terms and pricing prior to him setting up the Synchrony financing, or accepting
  the financing platform terms and conditions electronically. The electronic
  acceptance *** ******** signed disclosed the same pricing listed on the home customization
  sheet and did so prior to accepting the full terms with Synchrony. **** **********
  initial complaint stated that both ADT and Safe Haven took advantage of her, were
  not honest about monthly payments, and implied we were dangerous. **** **********
  rejection alleged Safe Haven added additional equipment without their knowledge
  and were not clear it would cost more. **** ******** has inadvertently disproved
  all claims of not being aware of additional cost by confirming *** ******** did
  in fact establish the Synchrony account at his own will.
    **** ******** has continued to make false allegations
  against Safe Haven and its representatives without any substantial evidence supporting
  her claims. **** ******** (******* ******), was provided written and electronic
  security encrypted documentation copies of the information accepted by Mr.
  Sullivan initially to disprove the allegations being made. Safe Haven would
  like the consumer’s libel statements to be retracted as all statements made
  within the complaint have yet to be proven with anything factual.

  Customer Answer

  Date: 12/29/2022

  [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 have contacted local news agencies to make sure people are aware of Safe Haven's practices so people are aware who is in their homes, and and how horrendous it's been to work with. 
  
  
  
  

• Initial Complaint

  Date:12/19/2022

  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.

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

  

  Business Response

  Date: 12/28/2022

  
  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. 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 complaint, Safe Haven did
  not find any evidence supporting the allegations the customer has made.
  On
  March 16th, 2022, Safe Haven collected an electronic signature from the
  consumer authorizing the installation of services to be performed on March 17th,2022.
  Safe Haven provides a customary work order that outline the details of the sales
  package agreed upon with the consumer and the sales representative, the upfront
  cost, the equipment provided, and the distinguishment of the services being established
  with an Authorized Dealer of ADT. Safe Haven provides consumers an electronic
  contract at the installation that outlines the details of the specialized
  package arranged with the sales representative, the upfront cost, the
  distinction of the agreement being with an Authorized Dealer, the billing
  method to be used for the services, and the length of terms for the services
  installed by Safe Haven. Safe Haven allows all of our consumers to review the
  terms of the contract prior, during, and after the installation. It is the consumer’s discretion to
  review any legal documentation provided to them that requires their
  authorization and signature agreeing to terms and conditions specifically, for
  the installation of the services provided by Safe Haven Security.
  Safe
  Haven received a call from the consumer’s mother by a voice message on
  5/6/2022. Safe Haven scheduled a service appointment for the doorbell camera to
  be serviced on 5/7/2022. Safe Haven has not returned to the consumer’s
  residence since, nor has there been any communication from the consumer about
  service issues until 12/19/2022. Safe Haven received a call from the consumer
  advised her camera reflected low battery and was no longer working. Safe Haven attempted
  to schedule a service appointment and the customer declined due to the associated
  trip fees outside of warranty. The consumer requested to terminate the services
  and was provided a quote for the early termination fee. The customer declined
  paying the early termination fee and threatened to take legal action against Safe
  Haven.
  All
  references to contract terms specific to the consumer’s complaint can be found
  on page 5 under the “IMPORTANT TERMS AND CONDITIONS” Page 5 outlines in detail
  “ “EARLY TERMINATION OF THIS CONTRACT” AND “LIMITATION OF LIABILITY”. Page 6-7
  thoroughly discloses all of the consumer’s responsibility to obtain sufficient
  internet sources for the functionality of the equipment and warranty details under,
  “INSTALLATION”, “LIMITED WARRANTY”, “WARRANTY EXCLUSIONS”, and “NO OTHER WARRANTIES”.
  On page 7 under “WARRANTY EXCLUSIONS “specifically stated the following,
                    “Battery
  replacement is excluded from all warranties.”
  Safe
  Haven has not found any supporting evidence to substantiate the allegations being
  made. At this time, the contract terms stand and the consumer would be subject
  to the servicing fees disclosed within the contract. Safe Haven encourages the
  consumer to contact us directly to help aid her in scheduling a service
  appointment with the associated service fees. Safe Haven can be reached
  directly at ************* Monday- Friday 8 AM-6PM central time. Should the consumer
  be unable to utilize a phone, they may contact our customer support team via
  email at *******************************. Should the consumer choose to forego
  scheduling and would like terminate the services, the early termination fees
  would stand. Thank you for your time.

• Initial Complaint

  Date:12/15/2022

  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 you are missing the whole point of my issue... in the statement below, The installers did not do this. They came in, did a walk through and then went outside for like 15 mins and then returned to give us several different packages we could choose from. There was no mention of a contract at this point. All of the packages they were showing us had an extra cost then what we were told by the Safe haven sales rep. So I then asked " ok, Safe Haven said that the equipment would be at no cost to me. what do I get today that will not cost me extra?" He said "the door sensors, and the glass breaking detection." The main reason why we were getting the system was for the cameras. I used that $1000 voucher to get the cameras. The installers never mentioned in the beginning before installing anything that my internet was not strong enough/fast enough to run the cameras. They were able to calibrate the front camera but I have not been able to pull it up since then. When I look at it now it still shows the installers car in my driveway. The back camera was never calibrated because they couldn't get it to come up on the app. The installers left knowing that the back camera wasn't working. The installers damaged the siding on the house when they installed the back camera and did not tell us. After they left, I received a random text message that said Sign this please and that was it. So NO, They did not go over the contract nor did they advise me about the 3 day cancellation process. This statement in Safe Havens response never happened "When the consumer signed the contract, they were presented with an electronic contract on a mobile tablet.. The contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. Safe Haven provides a three-day right of rescission period for all 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"   on top of that the 3rd day was Thanksgiving how was I supposed to call before then and with a New born.....ADT themselves give 30 days no hassle cancelation and if Safe Haven is going to be their authorized seller and all payments going forward go to ADT directly then they need to follow the same guidelines. If I would have waited months to brings this to their attention, I could see Safe Haven side of it but it was a week later when I called. I already have the fastest internet I can get where I live so there is no way I can change that and dropping down a package without the cameras is useless for us and only reduces the monthly amount by $10... So I want Safe Haven to either come uninstall the equipment with no cancellation fee or I will send the equipment back to them myself with no cancellation fee. The cancellation fee is 75% of the contract and it is a 3 year contract that is almost $1600... absolutely not. When it has not worked properly since day one and there is damage to my house that will cost that much to fix it. I am not paying it. 

  
  

             
  
  
  On November 21st, 2022, Safe Haven collected an electronic signature
  from the consumer authorizing the installation of services, and the terms and
  conditions of the service agreement. Safe Haven provides consumers an
  electronic contract at the installation outlines the details of the specialized
  package arranged with the sales representative, the upfront cost, the
  distinction of the agreement being with an Authorized Dealer, the billing
  method to be used for the services, and the length of terms for the services
  installed by Safe Haven. Safe Haven allows all of our consumers to review the
  terms of the contract prior, during, and after the installation. It is the
  consumer’s discretion to review any legal documentation provided to them that
  requires their authorization and signature agreeing to terms and conditions
  specifically, for the installation of the services provided by Safe Haven
  Security.
  
              When the consumer signed the contract, they were
  presented with an electronic contract on a mobile tablet. The terms were
  accepted by an electronic signature through a four-digit code sent only known
  to the signer into the tablet. The contract provides time stamp and date
  analytics of when the contract was received, reviewed, and signed. Safe Haven
  provides a three-day right of rescission period for all 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
  
  Regards,
  
  ***** ***********

  all was extra.So I asked what could we get today that wouldn’t cost us anything. That was the door censors&the glass breaking detection.The voucher only covered 3 cameras. The installers did not check my internet signal before installing to make sure everything would run. The cameras don’t work&they knew they didn't when they left. they have never worked bc of my internet. They broke the eve on the backside of the house installing the back camera&didn’t tell us. They emailed me the contact after they left&said sign this&I never was advised of the 3 day cancellation clause. I never heard anything back. I tried to cancel the plan.they will not allow me too bc it was past the 3 day limit but the 3rd day was thanksgiving. They told me that if I want to cancel it. I would have to pay 75% of the contact&that is $1600. I am not paying $1600 for something that has never worked&I told them I will send the system back&the $1600 they want can cover fixing the house&we'll be even but they will not accept that either.

  

  Business Response

  Date: 12/28/2022

  Dear
  Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal
  response to the complaint made by ***** *********** in affiliation with the
  account listed under ****** ***********. 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. 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 complaint, Safe Haven is
  disappointed that the consumer no longer wants to continue the business
  relationship with Safe Haven Security to provide the ADT monitoring services. After
  further investigation of the account, Safe Haven did not find any evidence that
  there was improper conduct performed during the collection of necessary
  documents required to be authorized, nor any misrepresentation of the terms
  agreed upon prior to the installation.
  On
  November 21st, 2022, Safe Haven collected an electronic signature
  from the consumer authorizing the installation of services, and the terms and
  conditions of the service agreement. Safe Haven provides consumers an
  electronic contract at the installation outlines the details of the specialized
  package arranged with the sales representative, the upfront cost, the
  distinction of the agreement being with an Authorized Dealer, the billing
  method to be used for the services, and the length of terms for the services
  installed by Safe Haven. Safe Haven allows all of our consumers to review the
  terms of the contract prior, during, and after the installation. It is the consumer’s discretion to
  review any legal documentation provided to them that requires their
  authorization and signature agreeing to terms and conditions specifically, for
  the installation of the services provided by Safe Haven Security.
  When
  the consumer signed the contract, they were presented with an electronic
  contract on a mobile tablet. The terms were accepted by an electronic signature
  through a four-digit code sent only known to the signer into the tablet. The
  contract provides time stamp and date analytics of when the contract was
  received, reviewed, and signed. Safe Haven provides a three-day right of
  rescission period for all 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.
  Prior
  to the installation, Safe Haven conducted a verbal authorization recording
  between the sales representative and the consumer agreeing to the terms. Within
  this recording, the sales representative went over the monthly rate, the
  equipment included, upfront cost, and the overall value of the equipment the consumer
  was receiving. At 2 minutes and 10 seconds into the verbal recording, the customer
  authorized the terms of her equipment, which included the following:
  $63.99 monthly rate
  All exterior door contacts to be covered
  Their choice of a motion detector or glass break
  $49 upfront and $80 on installation with a 1000 equipment voucher to be used towards customization of additional devices integrated into their system
  The value of the equipment she was getting with the voucher equivalent to over $3,000
  During
  the recording, the sales representative did not advise the consumer she would
  be given a specific amount of equipment with the voucher ,only a numerical
  value of the voucher. He advised her she would be paying $49 dollars upfront
  and then $80 at the installation. Terms regarding internet capabilities and the
  rescission were all provided to the consumer within the contract authorized and
  electronically signed for. All references to contract terms
  specific to the consumer’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 6-7 thoroughly discloses all of the
  consumer’s responsibility to obtain sufficient internet sources for the
  functionality of the equipment and warranty details under, “INSTALLATION”, “LIMITED
  WARRANTY”, “WARRANTY EXCLUSIONS”, and “NO OTHER WARRANTIES”.
    Per the contract, Section 26 ENTIRE AGREEMENT
  CONTRACT,
  “This
  Contract constitutes the entire agreement between the parties. I am not relying
  on the Dealer’s advice or advertisements. Dealer is not bound by any
  representation, promise, condition, inducement or warranty, express or implied,
  that is not included in writing in this Contract. The terms and condition of
  this Contract apply as written without alteration or qualification, unless a
  change is approved in writing by the Dealer authorized representative. The
  terms and conditions of this Contract shall control and govern even if there
  are other document with inconsistent or additional terms and conditions. If a
  court determines that any provision of this Contract is invalid or
  unenforceable, that provision shall be deemed amended and enforced to the
  maximum extent permitted by law. Each and every other provision of this
  Contract shall continue to be valid and enforceable.”
  After
  review of the allegations, Safe Haven has not found any supporting evidence to substantiate
  the allegations being made. The consumer was provided the same opportunity all
  of our consumers are given to review the terms of the agreement before and
  after entering into the agreement. Safe Haven has provided the verbal recording
  prior to the installation, and the documents signed by the consumer that
  reflect time stamp, date, and authentication being conducted by the email
  address associated with the consumer’s email address. Should the consumer want
  to move forward with their cancellation request, they would be subject to the
  early termination fees. The consumer entered in the agreement willfully and
  acknowledged they understood and agreed to the terms of the agreement. A rescission
  period was outlined under the “Notice of Cancellation” and the consumer failed
  to exercise that right within the allotted time frame. Safe Haven has not been
  to the residence since the installation, nor has the system been deemed
  inoperable. At this time, should the consumer want to move forward with their
  cancellation request, they would be subject to the early termination fees. Safe
  Haven encourages the consumer to contact us directly if they decide to schedule
  a service appointment to provide resolution to any system errors they may be
  experiencing. Safe Haven can be reached directly at ************* Monday-
  Friday 8 AM-6PM central standard time. Should the consumer be unable to utilize
  a phone, they may contact our customer support team via email at *******************************. Thank you for your time.
  

  

  Business Response

  Date: 01/11/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the rejection. Safe Haven is unable to alter time stamp and date analytics
  captured within the contract. If the consumer is claiming the contract is fraudulently
  signed, she would need to form a fraud dispute directly with ADT corporate. In
  Safe Haven’s initial response, we advised it is as the consumer’s discretion to
  review the terms of the agreement that requires their signature. When the
  consumer agreed to sign the document, she did so use the email address listed
  as ******************. The documents are
  provided to the consumer by the installation technic through a mobile device/ mobile
  table at the discretion of the consumer to review. The rescission period is
  included in the contract and is in the consumer’s possession from the time the signature
  is accepted. It is the consumer’s responsibility to review the terms of the
  agreement provided by Safe Haven for review, including the rescission period.
  A
  consumer would be unable to complete a contract at the time of the
  installation, without first accepting the terms. Once accepted, a confirmation
  is then sent for the consumer’s personal records. Safe Haven has provided the
  verbal recording that was conducted prior to the installation, and the
  documents signed by the consumer that reflect what was agreed upon at the installation.
  The consumer underlined and copied the previous statements Safe Haven provided and
  distinctly left out the lines that reference the consumer’s discretion and responsibility
  of reading the documents they were agreeing to. All of the information the consumer
  is disputing was provided within the contract and the consumer’s possession to
  review after Safe Haven left the residence. Safe Haven is not liable for terms
  the consumer may or may have not read.
    At this time, should the consumer want to move
  forward with their cancellation request, they would be subject to the early
  termination fees. Safe Haven encourages the consumer to contact us directly if
  they decide to schedule a service appointment to provide resolution to any
  system errors they may be experiencing. Safe Haven can be reached directly
  at ************, Monday- Friday 8 AM-6PM central standard time. Should the
  consumer be unable to utilize a phone, they may contact our customer support
  team via email at ******************************** Thank you for your time.

  Customer Answer

  Date: 01/15/2023

  [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: We are just going back and forth with nothing getting resolved. You can close this compliant case.
  
  Regards,
  
  ***** ***********

• Initial Complaint

  Date:12/13/2022

  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.

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: See attached,

  An ADT Relocation Manager came to my home to see if we would be interested in a security system, After some reflection he produced a form, (a copy of which is enclosed. On this form you can see what was chosen and agreed upon by the ADT Manager and myself. The installation fee was to be $129, which included two
  cameras.
  When the technician came to install the system he was not pleased with our choices and stated he could do better than what the ADT representative had suggested, and we had agreed on. He determined, by his standards, that window locks would be safer. What he failed to mention was the fact that these were special window locks and the installation fee would be over $900. I am a widow on Social Security and there is no way I would have agreed to this installation fee.
  I did sign the contract but was not made completely aware of the agreement I was signing. Enclosed is also a picture of the only other paperwork I was given..Once I had a chance to review the contract the installer had left. I called the the ADT representative and discussed with him what had transpired. He was upset with how the technician had changed the install and the increase of over $800 for the installation. He stated he would see his manager in the morning and straighten it out..Unfortunately his manager just shrugged his shoulders and would do nothing. At this point the ADT representative stated he would not work for such an unethical company, returned their paperwork, equipment and resigned.
  As you can see from the paperwork there is no name, address or phone number for Safe Haven and it took me several days to track someone down. When I finally spoke with the representative from Safe Haven she informed me I had only three days to contact them with any complaint and that my three days had passed. Through no fault of my own it had taken me almost a week to confirm Safe Haven had done the work.
  I strenuously object to the way the installation and charges were presented to me and that Safe Haven review their charges and honor the $129 installation fee I was quoted.
  
  

  
  
  
  
  R*******
  
  ******** *******

  

  Business Response

  Date: 12/27/2022

  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
  customer’s experience. Safe Haven strives for customer satisfaction and would
  like to extend our apologies for any and all frustrations the customer has
  endured throughout this matter. After reviewing the complaint, Safe Haven is
  disappointed that the customer no longer wants to continue the business relationship
  with the consumer.
  Safe
  Haven collected an electronic signature from the customer agreeing to the terms
  and conditions to obtain the services for ADT monitoring through Safe Haven
  Security. This document outlines the details of the service agreement, the
  terms with Safe Haven, the upfront cost, the equipment installed, the billing
  method to be used for the services, the rescission period, and the distinction
  of the agreement being with an Authorized Dealer. The consumer entered into the
  thirty-six (36) month agreement with Safe Haven for ADT monitoring services on November
  4th, 2022. Safe Haven allows all of our consumers to review the
  terms of the contract prior, during, and after the installation. The contract
  provides time stamp and date analytics of when the contract was received,
  reviewed, and signed.
   It
  is the consumer’s discretion to review any legal documentation provided to them
  that requires their authorization and signature agreeing to terms and
  conditions specifically, for the installation of the services provided by Safe
  Haven Security. In addition to the contract, the consumer signed a credit card
  authorization form for the additional purchase of equipment installed at the installation.
  Safe Haven received a call from the consumer advising of her dissatisfaction
  for what was installed and requested to have the equipment removed and a
  refund. Safe Haven advised of the contract terms and the consumer advised she
  was not made aware of the terms or that she was entering into a contact with
  Safe Haven. Safe Haven advised the customer of the verbal authorization recorded
  collected prior to the installation, the contract, and the credit card authorization
  form that designated Safe Haven’s information.
  On
  November ,2022, the customer contacted Safe Haven and advised she no longer
  wanted the equipment she had installed and that the tech didn’t install the
  equipment she wanted.  The customer
  questioned the pricing she was charged and Safe Haven reviewed the contract,
  the sales slip, and the credit card authorization forms signed at the
  installation. Safe Haven advised the consumer the equipment she agreed for
  reflected what was installed. The consumer advised she didn’t want it and
  wanted a refund. Safe Haven advised she was not eligible for a refund and that
  the equipment that was installed would remain in her possession. Safe Haven
  advised the consumer a notification would be sent to the technician manger to
  contact the consumer directly to discuss her concerns.
  A
  Safe Haven technician manager contacted the customer the same day and was
  unable to leave a message due to a full mailbox. The technician manager advised
  he reviewed the account and the technician had swapped a motion sensor to give the
  consumer extra equipment at a discount. The consumer was not owed any addition
  motions or additional equipment. The customer called Safe Haven back later that
  day and stated she was waiting for a call and never got one. Safe Haven advised
  the consumer that an attempt was made that day and that the manager would be
  advised to give her a call back. An additional attempt was made but the
  consumer didn’t answer. Safe Haven’s technician manager sent a text and notified
  the support team of his efforts.
  Since
  the installation, the consumer’s financial institution has withdrawn the
  payments that were issued to Safe Haven for the payment of the equipment installed.
  After reviewing the allegations, Safe Haven is unable to refund the customer
  any money. Safe Haven made attempts to help notify the consumer the status of the
  account balance and the call attempts made by technician management. At this
  time, the consumer currently owes the full balance of the additional equipment purchase.
  The consumer agreed to the terms and conditions of the contract, the additional
  equipment installation, and the credit card authorization form. Safe Haven does
  not owe Ms. Thrower a refund and the equipment installed matches all that was authorized
  by the consumer initially. 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 ******** ******** *afe Haven previously advised the consumer authorized a signature
  of authentication agreeing to the terms and conditions, specifically the terms
  surrounding the additional equipment purchased. Safe Haven also advised the
  consumer signed a credit card authorization form for the additional purchase of
  equipment installed at the installation. The consumer also confirmed within the
  rejection that she signed the documents willingly. 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 a consumer’s discretion to review any legal documentation provided to them
  that requires their signature agreeing to terms and conditions. In this instance,
  for the installation of additional equipment purchased from Safe Haven Security.
  The consumer entered into the thirty-six (36) month agreement with Safe Haven
  for ADT monitoring services on November 4th, 2022.  The consumer did not
  contact Safe Haven until November 11th following the authentication
  of her written signature confirming the break down of the additional equipment
  purchase payment schedule. Safe Haven advised of the contract terms and the
  verbal authorization recorded collected prior to the installation, the
  contract, and the credit card authorization form that designated Safe Haven’s
  information.
  On
  November 11th, 2022, the customer advised Safe Haven she no longer
  wanted the equipment she had installed and that the tech didn’t install the
  equipment she wanted. Safe Haven reviewed the contract, the sales slip, and the
  credit card authorization forms signed willingly by the consumer. A Safe Haven
  technician manager contacted the customer the same day and advised the  installation technician had made additional efforts
  to satisfy the consumer with additional equipment to suffice her needs and at a
  discounted rate. Since the installation, the consumer’s financial institution
  has withdrawn the payments that were previously paid to Safe Haven.
  After
  reviewing the rejection, Safe Haven has provided supporting information that
  documents the consumer’s acknowledgement and understanding of the equipment
  purchase,  additional terms to execute a
  rescission period, and information within the rescission document that allows
  the consumer to enforce without any direct contact/direct contact information provided
  to execute the rescission period.  The consumer
  admittedly failed to read the agreement that was entered into, nor utilize the
  information that was provided to her initially once the agreement had been
  signed. At this time, the consumer owes the full balance of the additional
  equipment purchase. The consumer agreed to the terms and conditions of the
  contract, the additional equipment installation, and the credit card
  authorization form. Safe Haven does not owe Ms. ******* a refund and the
  equipment installed matches all that was authorized by the consumer initially.
  Thank you for your time.

• Initial Complaint

  Date:12/13/2022

  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.

  My security System was installed by Safe Haven security and the service provider is ADT. From Day 1 it never worked properly which I communicated to ADT, It wasnt until months later I was told I was supposed to call Safe Haven not ADT to resolve my issues. After finally get in touch with someone it functioned ok but had I had known I needed to put more money into my system for it to work I wouldn't have gotten one. Then our area suffered 2 hurricanes back-to-back. My husband was out of work and I contacted all our current monthly subscriptions to arrange to be set up on a payment plan to make the account current and get on track. ADT pushed us back to save haven and vis versa for months with no resolution. Hours of phone calls and finally the account was canceled. Now it's being sent to a debt collector, and this is WRONG!! As a consumer I did all on my end to resolve this issue and their poor business structure and customer service did not allow for me to resolve my account. I'm not paying the cancellation fee for a service that barely worked. I'm also not paying when it was never my intention to cancel. All I wanted to do was set up an arrangement for the back payments and continue to pay the monthly subscription. No one now at Safe Have or ADT will now speak to me and the Debt Collector will only accept the money owed which I will not pay. This is not the way these companies should be treating a customer it is truly disgusting!!
  
  If you need phone records, I can provide this to show phone calls were made, Not sure if you need them?

  

  Business Response

  Date: 12/20/2022

  Dear Better Busines 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 customer’s experience. Safe Haven strives for customer satisfaction
  and would like to extend our apologies for any and all frustrations the
  customer has endured throughout this matter. After reviewing the complaint,
  Safe Haven is disappointed that we are unable to continue the business relationship
  with the consumer.
  Safe
  Haven collected an electronic signature from the customer agreeing to the terms
  and conditions to obtain the services for ADT monitoring through Safe Haven
  Security. This document outlines the details of the service agreement, the
  terms with Safe Haven, the upfront cost, the billing method to be used for the
  services, the rescission period, and the distinction of the agreement being
  with an Authorized Dealer. *** ******* entered into the thirty-six (36) month
  agreement with Safe Haven for ADT monitoring services on January 3rd, 2022. Safe
  Haven allows all of our consumers to review the terms of the contract prior,
  during, and after the installation. The contract provides time stamp and date
  analytics of when the contract was received, reviewed, and signed.
   It
  is the consumer’s discretion to review any legal documentation provided to them
  that requires their authorization and signature agreeing to terms and
  conditions specifically, for the installation of the services provided by Safe
  Haven Security.
  Safe
  Haven was notified by ADT that the consumer’s account had become 60 days delinquent
  in June 2022. The account became further delinquent in July and was at a pending
  cancellation status. Safe Haven attempted to contact the consumer from June
  2022 to July 2022 with no follow up communication from the customer. On
  September 1st,2022, the customer contact Safe Haven requesting to
  terminate the services due to dissatisfaction with the service. Safe Haven
  advised the customer there has not been any service request or call reporting
  reflecting the consumer had notified Safe Haven of any issues with her system,
  and would not be eligible for a penalty-free cancellation. The consumer advised
  she had contacted ADT directly, but was no longer interested in wanting to have
  the system serviced. The
  account fell further delinquent and was terminated for non-payment in November 2022.
  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.”
  After
  reviewing the allegations Safe Haven is unable to refund the customer any money
  or allow any payment arrangements regarding the delinquent balance. Safe Haven made
  attempts to help notify the consumer the status of the account balance and the
  potential early termination fees. At this time, the account status is valid and
  the consumer’s collections status is unable to be reversed. The balance
  remaining on the contract was forwarded to an outside agency to collect. The consumer
  may contact ****** * ***** directly to make payment arrangements on the
  owed balance. Thank you for your time.