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:12/12/2022

  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.

  My family went with ADT when we purchased our home in February of this year. They were recommended from our realtor who stated they had really good deals going. The company used a third party called Safe Haven Security Services who then sent out a tech to do the installation.
  
  We had to call the tech support line numerous times due to the camera shutting off, adt claims its our wifi, other times we called because the outdoor camera never seems to capture anyone other than us leaving and entering our garage. We have alot of deliveries and live in a rural area that has alot of traffic and the cameras never seem to capture anything.
  
  Our monthly fee is $68 and we cannot bare to continue to pay for a service that does not work. We called adt and safe haven numerous Times to cancel our service. I don't care about a early termination fee, I just will not pay up front $1400 to cancel a service that never worked to begin with.
  
  This company is a total scam, and love to lock unsuspecting customers into this long and predatory contracts for lack luster results. On top of not offering a payment plan for customers who wish not to continue with there service.
  
  Send me the bill, but I absolutely will not pay $1400 UPFRONT ALL AT ONCE to cancel this. I want this contract terminated.

  

  Business Response

  Date: 12/11/2022

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

  

  Business Response

  Date: 12/13/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ***** ****** in associate 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 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 further investigation of the allegations made by
  the consumer, Safe Haven did not find any evidence that the consumer was
  misled, misguided, or provided a predatory contract.
  After
  reviewing the account, the consumer entered a thirty-six (36) month agreement
  with Safe Haven Security for ADT monitoring services on February 18th,2022.  Safe Haven allows all of our consumers
  to review the terms of the contract at the time of installation and after. It
  is the consumer’s responsibility and discretion to review any legal
  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. Additionally, Safe Haven
  collected a statement form from the consumer authorizing the installation of the
  cameras sufficed. Safe Haven provides a three-day right of rescission period
  for all consumer outlined within the Notice of Cancellation document for them
  to exercise if chosen.
  The second paragraph under the “IMPORTANT
  TERMS AND CONDITIONS”  details the specifics
  regarding, “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.”
  Safe Haven
  did not hear from the consumer after March of 2022 until November 2022. Mrs.
  ****** contacted Safe Haven to terminate the series, and was provided an early
  termination fee quote. Safe Haven does not have authorization over ADT monthly
  billing or the ADT monitoring services. As an Authorized Dealer, Safe Haven is
  required to uphold the contract terms provided through our partnership with ADT.
  In the event a consumer request to cancel services, they must contact ADT Corporate
  to make the formal request for the monitoring services to cease. In the event a
  consumer contacts Safe Haven to cancel, we are required to advised them of the
  early termination terms, and attempt to collect the balance.
  At
  this time, Safe Haven is unable to adjust the billing, terminate the services,
  or release the consumer from the contract penalty free. Safe Haven has
  not been advised by ADT the consumer is eligible for a penalty-free cancellation. Should the consumer wish to move
  forward with their cancellation request, they will be subject to 75% of the
  remaining balance of the contract. Safe Haven encourages the consumer to direct
  the complaint back to the initial handler designated from ADT Corporate. Thank
  you for your review.

• Initial Complaint

  Date:12/09/2022

  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.

  I had used adt a year ago when I purchased my new home... They offered a lot for the money spent i was happy. Till 11-3-2022 when the use of their equipment went out. I tried to call and get it taken care of but to no prevail. They auto bill my card so i am not late. When trying to get my system to work again they said i had to go through a 3rd party vendor. When I talked to the 3rd party they want to charge me.
  1. their equipment
  2. auto pay
  3. no service
  4. they want to charge me for fixing their equipment.
  
  I refuse to go through this it highway robbery and false advertising. they said they are the best by giving out equipment that dont work and or need to pay to service their equipment
  
  I will go to social media neighbors they need to stop taking advantage of people through scare tactics.
  
  
  I was mad and frustrated the customer service representative said its friday and it's a nice day why are you mad. If i was robbed because my system don't work would it matter what the day is?

  

  Business Response

  Date: 12/08/2022

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

  

  Business Response

  Date: 12/19/2022

  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
  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 Safe Haven Security or ADT.
  Safe
  Haven collected an electronic signature from Mr. ****** on December 18th,2021.
  This signature was applied to the contract for the monitoring service
  agreement. Mr. ****** entered into a thirty-six (36) month agreement with Safe
  Haven for ADT monitoring services. Safe Haven allows all of our consumers to
  review the terms of the contract prior, during, and after the installation.
    The contract 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. Safe Haven provides a three-day
  right of rescission period for all consumers outlined within the Notice of
  Cancellation document. The document provides detailed instruction for a
  consumer to exercise their right to cancel penalty free if chosen. It is the
  consumer’s 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. With the
  contact, Mr. ******** will find the terms surrounding the equipment warranty along
  with additional cost on Page 6, paragraphs 9-12.
  Paragraph
  10. “10. EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)”, states
  the following,
  “ If I purchase
  Dealer's Extended Limited Warranty, which is called the Quality Service Plan or
  QSP, Dealer will repair or, at its option, replace any part of the equipment
  supplied by Dealer that requires repair or replacement due to malfunction,
  excluding wiring and batteries. During the Extended Limited Warranty period, I
  will be charged a non-refundable on-site assessment charge in the amount of $59
  for each service call booking for a Dealer technician to visit my premises for
  QSP service On-site assessment charges may vary depending on the geographic
  location of the premises. Dealer has the right to change the QSP on-site
  assessment charge at any time by posting updated and current on-site assessment
  rates to myADT.com. 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."
  Safe
  Haven’s service scheduling team received a notice that the customer was having
  log in issue in March 2022. Safe Haven attempted to reach out to the consumer
  and he advised he did not want to be contacted any further. He advised he
  wanted to just want until the contract was up and if he needed assistance he
  would call in. Mr. ******** threatened taking legal action if he received any
  further calls without his request. Safe Haven did not speak with the consumer
  until 11/4/2022. Mr. ******** contacted Safe Haven and advised he felt like his
  transformer had a power outage. The customer support agent advised of the associate
  trip fees and Mr. ******** declined. The consumer voiced his frustrations,
  advised that he was not going to pay any longer, did not want Safe Haven to
  come to his residence, or have any further ties to Safe Haven. Mr. ******** was
  advised of the early termination fees and he threatened going to different mediation
  platforms like the BBB, the local news, then became belligerent hurling profanities
  towards the agent until she had to disconnect the line.
  Following
  the call, ADT contacted Safe Haven and advised they would be issuing Mr.
  ******** a credit in the amount of the services fees so that we could go to his
  residence and service the system. Safe Haven collected the services fee and
  scheduled a service appointment. A copy of the contract has been attached for
  reference to the terms below. Page 5, paragraph 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, Mr. ******** was provided the terms of the
  contract verbally and in writing referencing the service warranty. Safe Haven
  is an Authorized Dealer of ADT and we are licensed to sell and install ADT
  Monitoring services. Monitoring and billing associated with the account are
  overseen by ADT Corporate, while Safe Haven is permitted to service the system for
  the first 12 months of the agreement with associated cost. Safe Haven is unable
  to refund the customer for the equipment, and have already attempted to offer
  resolution to the consumer. Safe Haven has not been in contact or received contact
  by Mr. ******** since November 5th, 2022. At this time, should Mr. ********
  have any service request, he will need to direct them towards ADT corporate as
  he is no longer within Safe Haven’s realm of servicing. *** *** ** ******* ** *************** ***** *** *** **** *****

• Initial Complaint

  Date:12/06/2022

  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:  This is a clear fraud. The representative clearly said the card details are required to open an account and the billing will be charged only when we accept the paid services explained by the agent when he comes in. The company is not providing the phone call recording of the time until  5 days after the installation when we confirmed that we do not require the services. Where is the recording from where we confirmed we would go ahead with the services ? 

  On the phone call, it clearly says the card details are taken to open an account and we would confirm the representative if the service would be taken or not. I would need that confirmation call. It won't exist because I called them 3-4 days after this conversation and said no to the paid service and on the day of installation I confirmed with the agent that only free services would be installed. 

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

  First they installed something I said no to and I specifically asked them to install only free services and second they made me sign on something different and calling it as contract now.
  
  They collected my card details saying it’s for a deposit and now they are using it to charge it for something I never even knew existed and was never made aware of and for which I said no specifically.
  
  They made me sign on a document that said something else and now they are saying it’s a contract.
  
  It’s a complete business fraud and I feel so cheated.
  
  I don’t need those devices or monitoring services at all. I want them to remove devices other than the one in the package. I was shocked when I got to know they installed something else than on my package and monitoring it all the while. I don’t feel secure.

  

  Business Response

  Date: 12/12/2022

  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 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 was unable to find anything supporting the allegations made by the consumer.
  Safe Haven collected verbal call recordings from the consumer dating from October 5th to November 9th. During these recordings, the consumer verified his understanding of the monthly rate, the one-time activation fee, the distinction of the appointments being intended for home security services that were assessed monthly fees, additional service appointments, and quality assurance confirmations. On October 5th the consumer confirmed all of the initial terms to obtain the services, (monthly rate & one-time activation fees). Safe Haven has attached the verbal recording for your review.
  During the recording, the consumer is advised of the monthly rate, the one-time activation fee, and given explicit instruction of when the consumer should cancel if he chose not to move forward with the monitoring services. These references can be found at the follow points; 8:15, 13:45-14:36, 15:25-16: 27, and 16:45-18:56. The sales representative provided explicit details throughout the recording, and reiterating the information multiple times. The consumer confirmed his understanding of the information the sales representative provided, and proceeded with scheduling an installation of the services. The consumer was also informed in the event he chose not to move forward with getting home security, he could cancel at the installation to avoid the monthly billing.
  Safe Haven installed the services and collected an electronic contract from the consumer on October 10th,2022. 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 collected an electronic signature from *** ********** agreeing to the terms and conditions for the ADT monitoring obtained through Safe Haven Security. The service agreement outlines 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 October 11th, 2022. Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. Safe Haven provides a three-day right of rescission period for all consumers referenced within the Notice of Cancellation document. Additional phone call recordings were collected during routine quality assurance follow up and did not reference any issues with Safe Haven, nor any request to terminate services. The calls were collected from October 19th, November 5th, and November 9th.
  After review of the allegations, Safe Haven has not conducted fraud, or withheld any information from the consumer. *** ********** is not eligible for a refund, removal of the devices installed, or a penalty-free cancellation. Should *** ********** want to move forward with his cancellation request, he would be subject to the early termination fees. Thank you for your time.

  

  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 rejection complaint made by ***** ***** **********. Safe Haven previously
  provided recordings that occurred prior to the installation. Once the recording
  is conducted, an installation appointment is set for a technician to go out to
  the residence, install the equipment agreed upon, and collect a final contract
  of the terms and conditions for the monitoring services. At the time of the
  installation when the consumer accepted the contract, they went through a
  series of security encrypted steps to authorize their signature electronically
  to sign the contract.
  After the
  contract was signed by the consumer, they were provided a rescission period referenced
  within the Notice of Cancellation document. The consumer failed to exercise their
  right to cancel penalty free within the allotted time frame. Safe Haven advised
  in our initial response that multiple calls occurred after the installation in
  which the consumer was contacted for quality assurance. During the call performed,
  the consumer did not reference any issues with Safe Haven, request to terminate
  services, or mention any allegations of fraud.
  
  After review of the allegations, Safe Haven has not found any supporting evidence
  to substantiate the allegations being made. *** *** **** ********* were
  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 documents that were signed by the consumer that reflect time
  stamp, date, and authentication being conducted by the email address associated
  with the consumer’s email address. The consumer is not eligible for a refund,
  removal of the devices installed, or a penalty-free cancellation. Should the
  consumer want to move forward with their cancellation request, they would be
  subject to the early termination fees. Thank you for your time.

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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] The phone call between the sales agent and myself is the only piece of proof needed to verify everything I have said. I expect the phone call to be retrieved by the companies employing Christopher( the salesman). He claimed to be speaking for both ADT and Frontier when we spoke. ADT is the partner company that works with Safe Haven. ADT has already cancelled my account because of the issues. Safe Haven claims they cannot cancel my contract because ADT will not classify the account as closed due to fraud. I have been told repeatedly that the phone call will be reviewed, and then I will receive more information. Frontier has told me they will contact me about it. I have spent over 100 hours on hold between ADT and Frontier waiting on answers. The salesman told me on a recorded phone call, very specifically, that i had to upgrade my home system by purchasing a security system. If I did not do this, i would not be able to re-gain my internet service. This turned out to be a complete lie, and since i learned that i have been trying to get help from someone between the companies involved, but they all stonewall me after making me wait on hold for hours.I  I am requesting a copy of the recording. Please help. 
  
  
  
  ********** ********
  
  * ** ********* **** ******** ********
  
  ********
  
  ****** *****

  

  Business Response

  Date: 11/28/2022

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

  

  Business Response

  Date: 12/05/2022

  Dear Better Business Bureau,

       Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** ****** Mr. ***** has submitted a complaint
  regarding Frontier. Safe Haven cannot speak on behalf of Frontier or their employees,
  he will need to direct his complaint towards Frontier. After further
  investigation of the allegations made by the consumer, Safe Haven did not find
  any evidence that supported the consumer being unaware of the agreement entered
  into with Safe Haven Security.         Mr. ***** entered a thirty-six (36) month
  agreement with Safe Haven Security for ADT monitoring services on August
  13,2022. 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.
       During the installation,
  Mr. ***** was provided an electronic contract that was signed through authentication
  from his personal email, in addition to equipment financed through Synchrony.
  Safe Haven submitted Mr. *****’s fraud claim to Synchrony Bank and deemed all
  charges valid. Mr. ***** contacted ADT to ensure the monitoring services were
  terminated effectively on 10/4/2022. At this time, an account balance has been
  left and is pending collections. Safe Have has not made any collection attempts
  towards the remaining balance left on the accounts it is I the process of being
  placed with our outside agency. The account’s pending collections status and
  balance left on the account are both valid. Safe Haven is unable to waive the
  fees or adjust any of the balance. Mr. ***** will need to communicate with outside
  agency moving forward. Thank you for your consideration.

  

  Business Response

  Date: 12/13/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ****** *****. Safe Haven previously advised that the complaint Mr. ***** has submitted is regarding Frontier. Safe Haven cannot speak on behalf of Frontier or their employees. Safe Haven only has access to our internal records. Unfortunately, we cannot access Frontier's internal records or call recordings. We apologize for this inconvenience, and advise the consumer to submit this complaint to either of the parties the consumer made allegations towards. Based on the terms of the agreement, the consumer authorized he understood the thirty-six (36) month agreement he entered into. Mr ***** was sent a copy of these terms for his review moments after he accepted the terms electronically. Based on those facts, and the rescission period that was permitted, Safe Haven is unable to waive the fees or adjust any of the balance. Mr. ***** will need to communicate with outside agency moving forward. We encourage Mr. ***** to contact Frontier regarding call recordings so that he may submit them to ADT Corporate for further review. Thank you for your consideration.

  Customer Answer

  Date: 12/16/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ** ********** * ***** ** ******* ** **** ****** * **** *** **** ****** ************ ** *** *** ********* ********* ***** * **** *** ******* *********** *** ******* ** *********** *** ** *********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  ****** *****

• Initial Complaint

  Date:11/29/2022

  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.

  I purchased a security with ADT but through Safe Haven, their local provider. The technician came to my house on 10/27/22 to install the system. During the install the technician hit a wire and knocked out the power to my living room and part of my kitchen. The tech said his boss needed 3 quotes sent to him and that they would get it fixed. i provided 3 quotes from local electricians the very next day. However i received zero updates. I called into customer service about a week later and they said that the work order had not been started yet and they were doing that now. A week went by and still nothing. I called into customer service again and they assured me they were creating the work order. A few days later the regional tech manager called me and asked for the quotes again. I sent them over and did not receive any response.
  The next week I got a text from the technician asking me to take pictures of the damage. This should have been done by him at the time. but I did this and sent them anyway in order to keep this process moving. That was on 11/12/22. I have had zero updates since then and my power is still out. The power issue is effecting the security system and I'm unable to use it. I'm stuck in this contract, paying for a service that I can't use. Plus they knocked out my power and I've had to live likes this for over a month now. Thanksgiving was great without power! not only do they have to fix my power, but the electrician is going to have to rip out dry wall to get to the wires. They will need to pay for that too but I don't see them doing that because they can't even get my power fixed.
  There has to be something I can do. Some kind of recourse. I can't even enjoy the new home I just purchased because I don't have power to all of my house.

  

  Business Response

  Date: 12/08/2022

  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
  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 has worked with the consumer directly to resolve
  her concerns. An email correspondence has been attached of the consumer accepting and acknowledging the recent efforts made by Safe Haven to resolve her concerns. Safe Haven has worked with an electrician to set a service
  appointment with the consumer, scheduled a Safe Haven technician to return to
  the residence once the power has been turned back on, submitted a reimbursement
  check payment to be sent out, and refunded the customer her upfront cost for the
  installation. We thank the consumer for allowing Safe Haven to correct the unfortunate
  series of events that have taken place with her account. Thank you for your time.

• Initial Complaint

  Date:11/28/2022

  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.

  Hello. I was scammed into a contract by ADT (Home Alarm System). They informed me that I was going to be under a contract for just 12 months. I came to realize that it was actually 36 MONTHS. I am now having technical issues with my home alarm system. The "Main Panel" which communicates to the 9 devices that are connected to all my home entry points are NOT WORKING. The "Main Panel" also has NO SOUND coming from it, should a burglar enter my home.
  
  I called ADT several times to schedule an appointment. I was on hold for over an hour and no one answered the telephone. When I finally got through, the lady put me on hold again - to schedule an agent to come to my home. No one ever picked up or got my information. I had to eventually hang up. Being on wait for over an hour was a total waist of time. I am under a contract with terrible customer service. I am basically paying for a service and the equipment is not working properly.
  
  I have no one to complain to - so I decided to make a complaint with the Better Business Bureau.
  
  Upon further investigating, I realized that several others have made complaints about this company.

  

  Business Response

  Date: 11/27/2022

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

  

  Business Response

  Date: 12/05/2022

  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 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. Safe Haven regrets to inform Mr. ****** he has been reaching out to ADT Corporate, not Safe Haven. Safe Haven has not received any communication from Mr. ****** since the installation that occurred in December of 2021. Safe Haven’s jurisdiction over the warranty period is for the first twelve months of services, which is active until December 17th,2022. Once that time frame surpasses, ADT Corporate oversees the servicing period.
       Safe Haven has put in a service request on Mr. ******’s account in order for our scheduling team to contact him directly. Safe Haven encourages the consumer to contact us directly prior to 12/17/2022, so that we may assist him with whatever service issues he may be experiencing. S*** ***** *** ** ******* ** ************* ******* ****** * ****** ******* ***** ****** *** ****** ** ****** ** ******* * ****** ** *** ******* *** ******** ******* **** *** ***** ** *******************************. Should Mr. ****** fail to follow up with Safe Haven prior to 12/17/2022, he will have to direct his concerns to ADT Corporate. Thank you for your time.

• Initial Complaint

  Date:11/28/2022

  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.

  Salesman was respectful, and explained ADT was better than current security devices, even installed application on my phone, but did not include an indoor camera in my package (I got my own) Installer was respectful but his advice on placement of devices and cameras, seemed more important than my suggestions. Within two weeks alerts from ADT had been sent to my phone, but when application was opened to see who was setting off doorbell camera, I would see the system was not responding. Each time I seen that the system was not responding I took a screenshot, called customer service, had system rebooted, but continued to see the same system not responding. Payment arrangements I authorized for 24 to 48 hours did not occur when requested and tried to charge a higher amount. I spoke with customer service and explained to them how a cheap deer camera did a better job when it picked up movement when ADT just didnt seem to work. When I asked customer service to explain why they had an ADT application installed on my cell phone that always monitored the location of my cell phone, someone with a respectful Accent could not provide a reasonable answer. After long wait time on the phone and a request to stop service, I felt as if I was scammed by giving it a month to improve, or amount of bill to be reduced. A request to have system removed, stop email and phone calls have all been ignored, and a collection agency is requesting two thousand dollars, asking me to pay for Free package that does not work properly, and breach of contract. I don’t want no refund, But no outstanding balance either, Most importantly why does ADT cell phone application need to always know the location of my cell phone, but can’t keep their equipment in a customer sastifaction working order. Please help ADT improve

  

  Business Response

  Date: 11/27/2022

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

  

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau,
  
  
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by Anthony *******. After reviewing the account, the consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on August 17th, 2021. Prior to the installation, Safe Haven collected an additional electronic signature from Mr. ******* on August 14th,2021 agreeing to the terms and conditions to obtain the services for ADT monitoring through Safe Haven Security. The document details of the equipment package agreed upon with the sales representative, the upfront cost, the billing method to be used for the services, and the distinction of the agreement being with an Authorized Dealer. Safe Haven allows all of our consumers to review the terms of the contract at the time of installation and after.
  The consumer is responsible for reviewing any legal documentation that requires their signature at their own discretion. Safe Haven provided Mr. ******* terms and conditions, specifically, for the installation of the services provided by Safe Haven Security. 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. Mr. *******’s rescission period ended on August 20th, 2022.
  ADT notified Mr. *******’s account had fallen delinquent in January of 2022. Safe Haven made multiple attempts at contacting the consumer regarding the account status from January to June. Mr. ******* failed to bring the account balance current, and the account monitoring was terminated on July 6th,2022 due to non-payment. Provisions of the contract advise are detailed under the “IMPORTANT TERMS AND CONDITIONS”. Paragraph 2, under “EARLY TERMINATION OF THIS CONTRACT”, advises
  “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.”
  Once the account defaulted, the remaining balance of the contract was forwarded to an outside agency to collect on. Safe Haven did not receive any service request, deem the system inoperable, or receive notice the consumer was eligible for a penalty- free cancellation. Safe Haven has not attempted to reach out to the consumer since June 2022. Once the consumer allowed their account balance to default, the consumer was subject to the terms and conditions outlining early termination. At this time, the balance and account status are valid. Thank you for your time.

• Initial Complaint

  Date:11/25/2022

  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.

  ***** ***** **** ********************
  ***** **** *** ** **** ** **** **
  ******** ********* ********
  *** *************************
  Good evening,
  After reviewing, The contract presented to the BBB does not even have my correct name or initials. I am concerned this was a forged document. I would like you to review the document. If you need my license to prove this is not even my name, please let me know. Again, I would like to cancel service with no penalty.
  
  ***** ****
  Sent from my iPhone

  

  Business Response

  Date: 12/05/2022

  Dear Better Business Bureau,
   Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ***** **** in reference to the account established under ***** *******. 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. *** **** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on October 13th, 2022.
   Safe Haven provides consumers a customary Installation Work Order prior to the installation Safe Haven collected an electronic signature from *** **** authorizing the installation of services to be completed on October 13th, 2022. This document 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 monthly rate, 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. When *** **** authorized the installation work order and the electronic contract, she acknowledged she read and understood all the terms within the agreement. The contract outlines the details of the service agreement 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. It is the consumer’s discretion to review any legal documentation provided to them that requires their signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security. 
       Provisions within the contract advise of the initial terms agreed upon on page 1A under the “FINANCIAL DISCLOSURE STATEMENT”. All references to Safe Haven’s terms and conditions can be found on page 5 listed under, “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”. A copy of the contract has been attached for reference. Additional terms can be found on pages 5-9. Paragraphs 3,4, 10, and 12. 
       Safe Haven received a call from ADT on behalf of the consumer November 25th, 2022. ADT advised the consumer had concerns regarding the service and operations of the camera. During the call, *** **** asked what the cancellation process would entail and was advised of the details of the early termination fee. The consumer expressed that there should be some type of guarantee and the representative offered to schedule a service appointment to help provide resolution to the service issues. *** **** began referencing ADT’s 6-month Money-Back Guarantee by requesting to be able to cancel without any fees. Safe Haven advised the guarantee does not govern services obtained through a third-party contract, specifically those obtained through Safe Haven Security. Additionally, the guarantee is an operational guarantee, not a satisfaction guarantee.
  Safe Haven offered to schedule a service appointment to be performed on November 26th,2022 and the consumer accepted. Safe Haven’s Technician adjusted the camera’s that had been installed, and found that the consumer had a dead electrical wire that sourced the doorbell. Safe Haven advised the consumer she would need to hire an electrician to repair the wire and chime box. Safe Haven did not receive any further contact from the consumer after the service visit was completed. 
       After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon within the installation work order and contract initially, no longer suffice for the consumer. Safe Haven has provided resolution assistance and advised of additional tips to help provide resolution to the doorbell camera. At this time, *** **** will have to reach out to an electrician for additional aid regarding the doorbell camera power source, as the contract outlines the consumer’s responsibility to provide sufficient power capabilities. Safe Haven is unable to provide the consumer with a refund or a penalty free cancellation. Safe Haven encourages the consumer to contact us directly should she need any additional service resolutions. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central time. Should *** **** be unable to utilize a phone, she may contact our customer support team via email at *******************************. Thank you for your time.
  
  

  

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security
  Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** *******. Save Haven
  provided documentation that the consumer authorized she read and understood
  when obtaining the services, specifically the services provided by Safe Haven Security.
  Safe Haven discloses its name on every document signed, company apparel worn,
  and each time the consumer called into our company. Safe Haven has not disguised
  itself as ADT at any point prior, during, or after the installation. The consumer
  authorized her awareness of Safe Haven not being ADT with the authorization of the
  necessary documents collected at the installation to obtain the services. Time
  stamp and date tracking provide support the consumer signed the contract
  electronically at the time of the installation.
  Safe Haven is reputable
  company. We are an Authorized Dealer of ADT operating under the provisions within
  our Authorized Dealer partnership. We are licensed to sell and install ADT monitoring
  services. The contract Safe Haven provides is a contract provided to us through
  our ADT Dealer partnership. As an Authorized Dealer, we are required to uphold
  the contract ADT provides for us to utilize. The contract referenced is the
  contract the consumer authorized she read and understood, specifically the terms
  surround early termination.
    Safe Haven has provided resolution assistance
  and advised of additional tips to help provide resolution to the doorbell
  camera. At this time, Ms. Dunn will have to reach out to an electrician for
  additional aid regarding the doorbell camera's power source, as the contract
  outlines the consumer’s responsibility to provide sufficient power capabilities.
  Safe Haven is unable to provide the consumer with a refund a, penalty free
  cancellation, or removal of the equipment. Safe Haven encourages the consumer
  to contact us directly should she need any additional service resolutions. Safe
  Haven can be reached at ************,
  Monday- Friday 8 AM-6PM central time. Should *** **** be unable to utilize a
  phone, she may contact our customer support team via email at
  *******************************. Thank you for your time.

  Customer Answer

  Date: 12/09/2022

  Please provide proof that I signed the documents with the name Jayne Gilbert. That is not my legal name. Thank you. 
  
  Complaint: ********
  
  I am rejecting this response because: My name is ***** ***** 
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/12/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** ******** Safe Haven is aware of *** ****** name. Safe Haven has advised the name that reflects on the contract is pulled from the credit consumer report when services are first obtained. *** **** also confirmed the name that populated on the account sufficed through authorizing her signature from her personal email address established when both, the installation work order, and contractual agreement were electronically signed.

  The consumer's initial complaint was that Safe Haven misrepresented themselves through deceitful sales practices, exemplified misconduct, did not present her with a contract, and that she was being forced a fine to terminate services.  Safe Haven has sense submitted factual documentation of the consumer using her personal information to accept the terms provided in a contract, presented at the time of the installation and after. The electronic contract and work installation submitted provided designated references of " Safe Haven" and the explicit terms and conditions authorized by the consumer. Safe Haven is unable to provide the consumer with a refund a, penalty free cancellation, or removal of the equipment. Thank you for your time.

  Customer Answer

  Date: 12/13/2022

  [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 am rejecting this response because: They have failed to provide actually proof! 
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 12/13/2022

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** *******. Safe Haven provided proof of the documentation collected prior to the installation, the consumer's verbal authorization recording to schedule the installation, and a copy of the electronic contract that. Both of the written documents include time stamp and dates of when the  consumer authorized both. Safe Haven has attached the verbal authorization recording of the consumer confirmed the designated email on file aligns with the email documented to accept both written documents. From 5:35-5;40, *** **** authorized the email address, which can be both be found on the certificate of completion within the contract, and the second page of the contract.

  Safe Haven previously advised that the consumer's initial complaint was that Safe Haven misrepresented themselves through deceitful sales practices, exemplified misconduct, did not present her with a contract, and that she was being forced a fine to terminate services. Safe Haven has sense submitted factual documentation of the consumer using her personal information to accept the terms provided in  the contract, specifically those surrounding early termination. Safe Haven has also included documentation that was collected prior to the installation in verbal and written form. The electronic contract, work installation, and verbal authorization recording provide references to  " Safe Haven" both verbally, and in writing. Safe Haven has received additional allegations of not providing substantial proof to corroborate the information in our response.  The information Safe Haven has  provided reflects security encrypted tracking since the initial response and we have included them both for additional review. Safe Haven is unable to provide the consumer with a refund a, penalty free cancellation, or removal of the equipment. Thank you for your time.
  

  Customer Answer

  Date: 12/14/2022

  [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 am rejecting this response because:We should not have to stay in a contract when we were deceived by this company. If you were a reputable company you would not have to scam people into a 3 year agreement without a guarantee on your equipment and service. Anything here is still under the assumption that you were ADT but you are not ADT. The average person tells 18 people about their complaints or compliments concerning services or companies they have contact with. Those 18 then share it with 18 people they know and the chain continues. I will make it my life’s mission to make sure I tell everyone I know about this this experience. Everything from malfunctioning equipment to your questionable sales practices. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:11/22/2022

  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.

  I notified ADT June 2022 of the upcoming construction project on my home and asked what I needed to do about the security sensors on the siding and windows that would be affected.. they responded to save to sensors and contact them when construction was completed.. Sept 2022 I notified ADT and left voicemails and email messages. After months of no response - Only just today did Safe Haven contact me asking for $80+ to schedule a technician to come to house to reinstall. Well this sounds like bait and switch/scam! So I asked to cancel my services and no need to come and reinstall. They said I owe $1300+ to cancel. This is not as the sales technician had described to be. Buyer beware.

  

  Business Response

  Date: 12/07/2022

  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 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. *** ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on April 8th,2022.
  Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. When *** ****** authorized this document, she acknowledged she read and understood all the terms within the agreement. 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. 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.
  Provisions within the contract advise of the initial terms agreed upon on page 1A under the “FINANCIAL DISCLOSURE STATEMENT”. On the first page of the contract, the last sentence of the page is listed in bold writing and documents the following,
  “SEE PARAGRAPHS 1, 2, 3, 15 AND 19 OF THIS CONTRACTS FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S),  NONPAYMENT, DEFAULT, ACCELERATION AND RATE INCREASES”
  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. 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  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.”

  Additional terms can be found on pages 5-9. Paragraphs 3,4, 10, and 12 specifically address the consumer’s concerns surrounding the warranty and service fees. Page 7 under “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” states the following.

  “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 myADT.com. 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”

  After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon initially no longer suffice for the consumer. Safe Haven has attempted to offer resolution assistance by offering to schedule a service appointment with the associate trip fees. At this time *** ****** service request does not fall within the extended warranty. Should *** ****** want to move forward with scheduling a service appointment with the associated trip fees, Safe Haven encourages her to contact us. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central standard time. Should *** ****** be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.