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: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.

  We purchased ADT services for our new home in Aubrey TX back in April of 2023. The third party company to come install the ADT product was Safe Haven. They installed from 2pm until almost midnight on April 29th. The gentlemen installing told us after he had been working for 7 hours that he did not have all the equipment we had purchased and someone would be back in a couple weeks to complete the installation. After several request, and NO answer or call back from Safe Haven we never did get all of our equipment installed. Moving ahead to the end of July, I was offered a new job that required my family and I to sell the house and move. ADT informed us because of our situation and since we did not have all of the equipment paid for installed there would be no fee. Safe Haven did not fulfill their duty to use by providing us with all of our equipment we paid for, or giving us the time of day to respond to our communication until we called and informed them we had moved and the service was being canceled. At this point, Safe Haven was all over us to pay a cancellation fee of 1,123$, but couldn’t make right what we paid for? ADT also informed us there would be no fee from them or any third parties. Safe Havens customer service is horrible and commitment to their customers they should be ashamed of.

  

  Business Response

  Date: 11/23/2022

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe
  Haven”) formal response to the complaint made by ******* ******** on behalf
  of the account associated with ****** ********. 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. After reviewing the account, Safe Haven was contacted by
  the consumer outside of the rescission period outlined within the contractual
  agreement. The details of this time period can be found twice, explicitly on
  the Notice of Cancellation document, pages 10-11.

  Safe
  Haven advised **** ******** of the early termination fee balance on September
  21st,2022, and October 27th,2022. The early termination
  of the contractual agreement is outline within the “IMPORTANT TERMS AND
  CONDITIONS”, found on page 5. On September 29th,2022, **** ******** submitted
  a dispute regarding the additional equipment purchase and lack of equipment
  being fulfilled. Safe Haven accepted **** ********** request and issued a
  refund back to the financing account on October 18th,2022 for the five
  (5) sensors not provided. Please see the documentation sent to the consumer for
  your records.

  At
  this time, Safe Haven has not found any evidence to support any additional
  billing adjustments outside of the reduced early termination fee. ADT has not
  noted any balances to be waived, nor did ADT waive the balance assessed to Safe
  Haven to forward onto the consumer. Safe Haven issued a refund in the amount of
  $806.46 and assisted the consumer with removing the system from the residence
  on condition the early termination fees be paid. The consumer has full possession
  of the entire system Safe Haven provided and has yet to fulfill the early termination
  fee balance. The account was cancelled on November 8th,2022 and is
  set to be sent to an outside agency to collect on should the consumer fail to
  pay the balance in full by December 8th,2022. The consumer has been
  sent an adjusted final invoice to reflect these statements. Thank you for your
  consideration.

• Initial Complaint

  Date:11/21/2022

  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: 18445031
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  ********* *********

  

  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 ********* *********. 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 January 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 “IMPORTANT TERMS AND CONDITIONS” on pages 5-9. Paragraphs 3,4, 11, and 17 specifically address the consumer’s concerns surrounding battery conditions. Page 7 under “WARRANTY INCLUSIONS” states the following.
  “Battery replacement is excluded from all warranties. THE EQUIPMENT
  PROVIDED BY DEALER UNDER THIS CONTRACT OR OTHERWISE MAY NOT
  BE COMPATIBLE WITH AND MAY NOT OPERATE WITH OTHER THIRD-PARTY
  ALARM OR HOME AUTOMATION SERVICES. This limited warranty and the QSP
  do not apply to promotional items or gift”
  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, 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 844-413-1920, 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.

  

  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 ********* ********** The consumer did not provide anything within the rejections outside of two screenshots. Per the original complaint, the consumer requested a repair. Safe Haven has advised the consumer she is not within the 90-day warrantee period to qualify for a service fee to be waived. Safe Haven is happy to repair any issues the consumer may be experiencing with her services. Should *** ********* want to move forward with scheduling a service appointment with the associated trip fees outlined within the contract, we encourage her to contact us. Safe Haven can be reached at 844-413-1920, 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.

  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: 18445031
  
  I am rejecting this response because:
  
  I had to pay a trip fee I had no choice my home will be left unprotected. You should stand behind what you sale.I will be in contact with the Attorney General’s Office this shouldn’t be happening. The same sensor will have been repaired 3 times once they come out. It should’ve been replaced the first time. It’s not a battery issue and should’ve been replaced the first time. I am a disabled veteran and need my security system to be reliable. So no I don’t agree with the trip fee. I wouldn’t have one if it was replaced the first time. Especially after tech support over the phone couldn’t fix it. New batteries and all sensors don’t work

  .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 ********* *********. Safe Haven acknowledges the consumer's feeling regarding the trip fees outlined within the contractual agreement. The terms being rejected were agreed upon, specifically those listed throughout the "IMPORTANT TERMS AND CONDITIONS" referencing warranties. Safe Haven understands the consumer does not currently agree to the trip fees, but thanks the consumer for complying with the terms she initially agreed to on January 8th, 2022.

  Safe Haven offers tech support as a courtesy to all consumers. This courtesy is extended to help assess if an service request can be resolved remotely without having to schedule an onsite visit. Unfortunately, if tech support is unable to resolve the issue remotely, an onsite technician is required to help provide resolution to the consumer's service request. In regards to this consumer,  her request was unable to be resolved remotely, and she was assessed the trip fees associated with a service request performed outside of the 90-day warranty. 

  Safe Haven acknowledges the consumers statements about further escalation to additional mediation platforms. Safe Haven understands the consumer may take whatever appropriate actions she feels necessary. Safe Haven thanks the consumer for agreeing to uphold the contract terms and look forward to servicing her system. Should the consumer have any additional questions or concerns, she may contact Safe Haven directly. Thank you for your time.

• Initial Complaint

  Date:11/17/2022

  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: I requested a camera be placed at my front door inorder to view everyone that comes to my door or surrounding it.  I was told by man who called and the person (****) who came out.  I asked specifically was they going to put a camera at my front door and was told yes.  only for them to come out and say they didn't check the first time they came out to see if one could go there.  I told him that the location where he claimed he only could put it wasn't good enough because I don't have a good visual of who is at my front door.  He said that all they could and this location you can see more coverage area.  I said where the camera is you can only see the side of a person, he said well when they hear the chirp from the camera they will turn around.  I said but there still isn't a good view and that isn't guaranteed.  I called several times to let them know that this wasn't working and initially I wasn't told that I would have to hire an electrician to have additional work done in order to have a camera installed at my door (which is what i wanted and is paying for).  If this would have been told to me initially I would have not got this service and went with someone else.  he second guy they sent who was supposed to be an experienced installer came and said that the initial guy should have told you that you would not be able to get a camera installed at your door unless you paid to have an electrician come out and do some work.  He said the electrician needs to removed the door frame drill a hole in the floor and then run wires down through the floor. 

  When they called they didn't ask me if I had internet service.  I hadn't even moved in and they knew that.  The initial guy came one day and then I gave them the date I would have internet.  I received a text with my appointment date.  I sat and no one came, I called and got a message that the office was closed because it was saturday.  I called the guy ***** who initially called me and left a voicemail.  I got another text with another date and again no one showed up, I called the John (the initial tech) on the number he gave me and ask if he was coming he said that he has been off from work due to a death in his family and he wasn't sure who was scheduled to come.  He said that he would call his supervisor and find out what was happening.  He called back and said that his supervisor said that they didn't have me on the schedule and he doesn't know why or who is sending me these texts from the company with these appointments on them.  At that time **** let me know when he would be returning to work and we scheduled a Saturday appointment.  The day of the appointment I waited almost 2 hours after my scheduled time and I called **** asking if someone was going to show up because I have sat for 2 hours waiting and no one has shown or called.  He said that he could come but it would be at 4:30 my appointment was scheduled for 10:00 a.m.  I wouldn't be available at 4:30 because I had scheduled my day for a 10:00 a.m. appointment.  I had to reschedule, this again is wasting time and money because I don't have the service that I am paying for.  I called them and said its been a 1 and 1/2 months and my service isn't completely installed and I'm paying full price.  They service guy makes you sign online because he said they didn't have any type of paperwork or business cards, or signs, before they finish your work.   I've called Safe Haven multiple times and expressed how displeased I am with this service and what I was told.  if someone comes to my door you can't make out who they are at ALL because the camera is too far away.  I want to see a few not an image of a person.  When I called and told them at the company I was told by one of the smart customer service reps if someone breaks in we will alert the police.  That's not the point.  They also said Mama if you want the camera located at your door you need to pay to have an electrician to do the work we are not going to pay for it.  I said if I would have been told this in the beginning I would have made another choice.  I want a camera so that I can see who is at my door not who is pulling up to my driveway.  

  I called several times complaining about service and wanting to cancel.  They were untruthful, and didn't provide the service that I asked for. They continue to tell me that I only had 3 days from the initial install and I need pay a fee of $1,500 for early termination.  I will tell anyone NEVER EVER do service with them they are unprofessional and will do anything to get your money.   I've read multiple complaints about this company and have seen several suits against them for unfair practices.  I wished I would have searched about this company prior to signing up with them.  They are crooks.    I would like a refund of my money and contract terminated.   I'm so over this company.   They are giving ADT a bad name because I will NEVER do service with them again.  

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

  end someone more professional. He came out and and moved it to the first garage he said during the initial visit I should have been told that they couldn't put the camera there because of brick and I needed to have an electrician because they door frame needs to be removed and an wiring needs to be installed to go down in the floor I would be responsible for the cost and there was nothing else they could do. I called the Safe Haven several times and was told I was beyond the cancellation period and my only options was to have an electrician come. I expressed that the camera's don't have good view of in front of my door and I'm not satisfied with my service because I wasn't told the fact until after the time period. ADT has a cancellation policy of 6 months. Safe Haven said I had 3 days to cancel even though everything wasn't completed in 3 days. I spoke to several people in the business and was told If I cancel I have to pay $1,555.47 early cancellation fee.

  

  Business Response

  Date: 11/30/2022

  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 to provide the ADT monitoring services.
  Safe
  Haven collected an electronic signature from **** ******* 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 July 30th, 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. 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. *** ******* agreed to uphold the level of monitoring requiring
  specific requirements through the “Broadband Rider” on page 15 of the contract.
  Within this document, the consumer acknowledges specific telecommunication
  functionalities “Telco Requirements” to obtain the services even if they are
  not available at the premises at the time of the installation. During the
  installation, **** ******* advised she did not have Wi-Fi and would call back
  once she had it installed. Safe Haven made multiple attempts to confirm the Wi-Fi
  installation with the consumer Wi-Fi from 8/17- 9/8. Safe Haven finalized the Wi-Fi
  configuration of the camera and panel set up on 9/8.
  Safe
  Haven’s technician was alerted on 9/14 that the consumer wanted to relocate the
  cameras and a return trip was scheduled for 9/19. Safe Haven went to the
  residence on 9/19 but did not receive any communication from the consumer towards
  the contact attempts made in order to gain access to the residence to complete
  the service visit request. **** ******* contacted Safe Haven and requested a
  tech manager be rescheduled to return to the residence because the system was
  not working. When the technician arrived on 9/24, **** ******* advised she
  needed a new tutorial on the panel in addition to the relocation of the
  cameras. The technician relocated the camera in an area that sufficed the
  consumer’s wishes, and provided her user education tutorial on the security panel
  before leaving the residence.
  Safe Haven
  did not receive any further contact from the consumer until 11/17. **** ******* placed
  a cancellation call request on 11/17 and was provided the early termination fee
  quote outline within the “ IMPORTANT TERMS & CONDITIONS” on page 5. **** ******* expressed her frustrations over the previous camera placement that had
  been readjusted to suffice her request on 9/24. **** ******* advised that the
  area she most desired did not have power supply and that the previous location she
  authorized the technician to relocate the camera on 9/24, no longer sufficed for
  her. Safe Haven advised the consumer she was no longer within her right of
  rescission and that her concerns regarding camera placement did not make her eligible
  for a penalty -free release. Safe Haven advised **** ******* if she wished to
  proceed with her request, she would be subject to the early termination terms.
  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 terminate the services penalty free. **** ******* entered into the
  agreement willfully and acknowledged she understood the terms of the agreement.
  **** ******* was provided a rescission period outlined under the “Notice of
  Cancellation” and failed to exercise her right within the allotted time frame. At
  this time, should *** ******* want to move forward with her cancellation
  request she would be subject to the early termination fees. Safe Haven
  encourages **** ******* to contact us if she wishes to forego cancelling, to
  schedule a return service appointment with the associated trip fees to provide
  resolution to any system errors she may be experiencing. Safe Haven can be
  reached directly at 844-413-1920, 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.

  

  Business Response

  Date: 12/20/2022

  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
  consumer authorized she read and understood the terms of the Broadband rider
  that governed internet capability requirements. The consumer also advised the
  technician at the installation she would contact Safe Haven at a later date once
  you have the required internet capabilities for the cameras to operate. *** *******
  agreed to the contract terms prior to receiving internet or having the cameras
  installed with operational features.  The
  consumer had all of the contractual information in her possession to review and
  choose to move forward with signing the contract terms, including the Broadband
  Rider. Safe Haven did not force *** ******* to schedule her installation or to
  sign the contract. Safe Haven did not withhold the contract terms advising her
  she would be responsible for the monthly service rate should she fail to
  provide the required resources for camera functions, and provided an explicit rescission
  period that began the day of the installation.
  Supplemental
  devices do not provide eligibility for a penalty-free release, as they do not
  cause an interruption to the alarm monitoring services. Altering the positioning
  of a camera based on a consumer’s preference is not something that would alter
  the contract terms. Safe Have has provide professional advisement of what the consumer
  would need to do in order to suffice her request. If the location in which a
  consumer wants a camera to be placed is unable to be placed due to the
  conditions of the residence, it would be at the discretion of the consumer to
  make the necessary alterations provided by Safe Haven. Safe Haven is not liable
  for alterations needed for a preferential request. Should a consumer want to
  terminate services due to any of the above, they may do so with the associated
  early termination fees.
  After
  reviewing the rejection, Safe Haven is unable to refund the customer any money
  or terminate the services penalty free. **** ******* entered into the agreement
  willfully and acknowledged she understood the terms of the agreement. **** ******* was provided a rescission period outlined under the “Notice of
  Cancellation” and failed to exercise her right within the allotted time frame.
  At this time, should *** ******* want to move forward with her cancellation
  request she would be subject to the early termination fees. Thank you for your
  time.

  Customer Answer

  Date: 12/28/2022

  [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: I wasn't provided the service that I requested and Safe Haven is forcing me to pay a monthly fee for what they decided they would give me.  I want a refund and contract dissolved.  
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:11/14/2022

  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.

  I am making a complaint about abuse of the elderly. On October the 15th a young lady come to our home, she say she was a sales person from ADT. She went in the home and told what needed to be done. Told us the monthly price for service $63 with some change plus tax, 68.05. And installation which was $129.
  On Oct 22. The technician came to do the installation. He charged us alot more money over $2000.
  He said, instead of the $63 each month your bill will be just $100 for the next 3 years, to cover the "equipment " cost.
  Nothing was ever said about applying for a credit card from a credit card company. He told her we just need to check your credit.
  Now she received a bill in the mail from Synchrony Bank, for $2545.24.
  I am making this complaint because she is older, 70. And this was done underhand. And he was not clear to her what he was doing. This this a scam. And he/they took advantage of her. They need to take back the equipment they put in her home!
  We need your help please.

  

  Business Response

  Date: 11/28/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made for 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 reviewing
  the complaint, Safe Haven is disappointed that the consumer is unable to recall
  the explanation of the charges provided at the time of the installation and
  within the contract. After further investigation of the account, Safe Haven did
  not find any evidence that there was any improper conduct performed during the
  collection of necessary documents required to be authorized.
  On
  October 15th, 2022, Safe Haven collected an electronic signature from *** ****** authorizing the installation of services to be installed on October 22nd,2022.
  Safe Haven provides consumers an Installation Work Order prior to the
  installation. 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 billing method to be used for
  the services, and the length of terms for the services installed by Safe Haven.
  During
  the installation, *** ****** signed a home customization sheet authorizing additional
  equipment to be purchased and installed in the residence. This document included
  a handwritten signature from *** ******, and was collected in addition to the
  electronic signature for the thirty-six (36) month agreement with Safe Haven
  for ADT monitoring services. Both of these documents outline additional
  equipment being purchased, more specifically page 3 of the contract listed under
  “ Section 5. Equipment to be Installed”. 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 additional equipment purchases made at the installation. The
  contract provides time stamp and date analytics of when the contract was
  received, reviewed, and signed. Additionally, 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. At the
  installation, *** ****** did not have Wi-Fi connected, so she scheduled a
  return trip for a technician to install the cameras on November 22nd,2022.
  On
  November 14th,2022, Safe Haven received a call from ***** ******* advising disputing the synchrony account and charges. The consumer advised the
  technician told her and her mother he would be charging more for the equipment
  and that her mother agreed, but that the amount was not what he had explained
  or that it was going to be two separate fees. Safe Haven advised the customer
  of the financing that occurred at the installation, but *** ******* stated she
  was under the impression the additional fees for the equipment would be paid to
  Safe Haven not with another company in addition to a credit card.
  Safe
  Haven is unable to cancel the synchrony balance or allow the equipment to be returned
  outside of the rescission period. *** ******* signed an Installation Work Order,
  Home Customization Sheet, and Contract acknowledging her authorization for the
  terms within each. Should *** ****** want to dispute the validity of the Synchrony
  account, she will need to contact Synchrony bank. Safe Haven has not found any
  evidence to support the allegations listed with the complaint. Thank you for your
  time.

• Initial Complaint

  Date:11/14/2022

  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.

  Had ADT/Safe Haven system installed July 2022.
  
  First, the price and equipment quoted were a lot different than what was sold to me. A portion was supposed to be included as part of the preferred package through my home loan provider. Then on top of that, there was supposed to be $1000 in credit towards ADDITIONAL equipment. Instead, that was applied towards the basic equipment that was sold as being included in the package and the costs were a LOT higher. My wife was home and did not know what I had agreed to with the package so she signed and paid the additional. When I tried to correct this, they spoke over me and would not resolve the issue. Further, the prices and costs were NOT discussed until after installation when the damage to my home had already been incurred and removing the equipment would have left holes in my walls, etc. Further, not all of the equipment promised was included.
  
  Second, the system was installed incorrectly. We had a tech come back out a couple of weeks later but still not resolve the issues. A month ago, my family experienced an antisemitic defacement of our property that was not captured on camera because of the issues with the set up. A manager came out the next time and said that he fixed it, but there are still issues. Today, we had someone in our backyard, within 25 feet of the camera in perfect line of site and it did not pick it up at all. By the time we got out back with our dog, he was already back outside of the fence.
  
  Anytime I have called to escalate, I keep getting only offered to be transfered to the technician manager for the local area--when I want to escalate this higher. I cannot even get the call center to provide me with their supervisors when they will not listen to what I am saying.
  
  Safe Haven/ADT seem to be in the business of selling to make profit at any cost, including lying to customers and never providing services or equipment promised. It is a scam.

  

  Business Response

  Date: 11/29/2022

  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 been in contact with the consumer since November 14th,2022. Safe Haven has been attempting to contact the consumer in order to work on an amicable resolution. Safe Haven’s last point of contact was earlier today, November 29th. *** ****** requested a call at a later time outside of corporate office hours. Should any additional events occur, Safe Haven will provide additional updates. Thank you for your review.

• Initial Complaint

  Date:11/14/2022

  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.

  ADT is charging me for a security service when the equipment isn't installed all the way. I happened to find out looking at my monthly credit card statement. I have called them several times and just get the run around. I can't continue to waste money for a service that's not even working. I have called them several times and just get excuses. This company is nothing but a scam.

  

  Business Response

  Date: 11/28/2022

  Dear
  Better Business Bureau,
  

     Please accept this as Safe Haven
  Security Services, LLC (“Safe Haven”) formal response to the complaint made by Pamela
  *****. 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 spoke with the customer directly to help
  provide resolution assistance to the concerns listed within the complaint on November
  3rd,2022.
  Safe Haven’s customer support team
  spoke with Ms. ***** and advised cameras had not been installed at the installation
  due to the internet capabilities of the home required by the consumer to
  provide to obtain service.  Safe Haven offered
  to arrange a technician to visit the residence to address her camera
  installation concerns and Ms. ***** authorized a service appointment to be
  scheduled for November 5th,2022. Safe Haven advised Ms. ***** that an
  account credit request would be made to ADT on her behalf regarding the monthly
  billing. Safe Haven confirmed that Ms. *****’s account was credited $129.42 on
  November 10th, 2022.
     On November 5th, 2022, Safe
  Haven visited the residence and received confirmation from ADT’s main monitoring
  source that the system had been being monitored since the installation date (May
  31st,2022) and was currently sending signals of it being monitored.
  While onsite, the technician noticed the transformer had been unplugged and connected
  the transformer to a new panel to show Ms. ***** the transformer is what
  connects the power for the panel to function. Ms. ***** declined having the
  outdoor cameras installed and advised she would contact Safe Haven at a later
  date once she updated her Wi-Fi. Safe Haven advised Ms. ***** she would need to
  have an electrician professionally install wiring for a door bell in order for
  Safe Haven to connect the owed doorbell camera once she was ready for a return
  visit
     At this time, Safe Haven has addressed
  all of Ms. *****’s concerns. No further action needs to be taken. Should Ms.
  ***** have any additional concerns, Safe Haven encourages Ms. ***** to contact
  us directly at ************* ******* ****** * ****** ******* ******** ***** ****** *** ***** ** ****** ** ******* * ****** *** *** ******* *** ******** ******* **** *** ***** ** ******************************** ***** *** *** **** *****

• Initial Complaint

  Date:11/11/2022

  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: their  response of me acknowledging or verifying verbally my name is far from accurate. Second of all I did not own the property at the time that contract was done. The previous owners did a Acknowledge and provided video and audio of everything that was said during their meeting.. And what frustrated me the most was that Adt in particular safe haven security. They were the ones contacting me trying to up sale me.trash talking about how misleading sales reps can be. A solution was obtain contacting Corporate. The problem is safe haven and it’s misleading unprofessional customer service. Spoke to several individuals representing Safehaven only one showed some kind of ethical behavior. The three others were out of their minds.

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

  

  Business Response

  Date: 11/29/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint by ****** ******** in association 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
  reviewing the complaint, Safe Haven is disappointed that the consumer is unable
  to recall the terms of the agreement authorized at the time of the installation
  and within the contractual terms. After further investigation of the account, Safe
  Haven did not find any evidence that there was any improper conduct performed
  during the installation or collection of the necessary documents to be signed
  to obtain the services,
    On
  October 28th, 2021, Safe Haven collected an electronic signature from *** ******** authorizing the installation of services to be installed on October 29th,2021. Safe
  Haven provides consumers an Installation Work Order prior to the installation
  that outlines the details of the installation and terms. This document reflects
  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.
  *** ******** also conducted a verbal authorization recording verifying the spelling
  of his first and last legal name as “****** *********. When Safe Haven utilizes
  credit reporting for eligibility to obtain services, Safe Haven is required to
  use the name pulled from the credit tracking. A consumer is given the opportunity
  to review, change, or alter anything within the contract during the rescission
  period. During the installation, *** ******** authorized an electronic signature
  placed in the 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. 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
  services Safe Haven provides,
  The
  contract provides time stamp and date analytics of when the contract was
  received, reviewed, and signed. A copy of the completed contract is sent to the
  email address authorized by the account holder immediately after it has been
  authorized. Additionally, 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. Safe Haven did not hear from the
  consumer over a 12-month period following the installation of services.
  On
  November 10th,2022, Safe Haven received a notification from ADT advising of *** ********'s cancellation request, and Safe Haven contacted *** ******** with
  different relocation options to help avoid early termination fees. *** ******** replied
  to the email originally sent to the email address listed on file (*************************)
  from a different email address (******************)
  stating he no longer had access to that email. Safe Haven contacted *** ******** by phone and he acknowledge the contract but disputed not being able to use the
  equipment that was provided by Safe Haven. *** ******** expressed frustration
  over another company not being able to utilize the equipment Safe Haven had
  given after he removed it from the residence on ******* ***** to his new residence
  in Georgia.
    After
  review of the allegations made within the complaint and the desired settlement,
  Safe Haven has already made contact with the customer and advised the contract
  terms stand. *** ******** can refer to the Installation Work Order and the first
  page of the contract under the “FINANCIAL DISCLOSURE” for the agreement terms.
  Page 5 includes the “IMPORTANT TERMS AND CONDITIONS” in reference to term 2
  listed under, “EARLY TERMINATION OF THIS CONTRACT”. *** ******** has acknowledged
  he understood and agreed to the terms of the agreement entered into October of
  2021. Safe Haven has not been to the residence since the installation, nor has
  *** ******** disputed a contract or the validity of one until he was advised he
  would not be able activate the equipment he removed from his original
  residence. At this time, should *** ******** want to move forward with setting
  up the services at his new residence in Georgia, he would be required to begin
  a new contract. Should *** ******** have any further disputes regarding the
  validity of the contract, he may contact ADT Corporate and request a fraud
  claim packet. Thank you for your time.
  

  

  Business Response

  Date: 12/08/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal rejection to the complaint by ****** ******** in association with the account listed under ****** *****. Safe Haven provided verbal recordings, electronic signatures linked to the consumer's personal email address, and a handwritten signature provided by the written documentation from the consumer acknowledging the email he initially set the account up with he no longer had access to. However, when *** ******** did, he inadvertently acknowledged he set up the account initially. Safe Haven provided documentation established when the account was set up showing the verified email address on file was used to authenticate the signatures used to complete the documents.

  After review of the allegations made within the complaint and the desired settlement, Safe Haven has already made contact with the customer and advised the contract terms stand. *** ******** can refer to the Installation Work Order and the first page of the contract under the “FINANCIAL DISCLOSURE” for the agreement terms. Page 5 includes the “IMPORTANT TERMS AND CONDITIONS” in reference to term 2 listed under, “EARLY TERMINATION OF THIS CONTRACT”. *** ******** has acknowledged he understood and agreed to the terms of the agreement entered into October of 2021. Safe Haven has not been to the residence since the installation, nor has *** ******** disputed a contract or the validity of one until he was advised he would not be able activate the equipment he removed from his original residence. At this time, should *** ******** want to move forward with setting up the services at his new residence in Georgia, he would be required to begin a new contract. Should *** ******** have any further disputes regarding the validity of the contract, he may contact ADT Corporate and request a fraud claim packet. Thank you for your time.

• Initial Complaint

  Date:11/10/2022

  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: The version of facts presented by Safe Haven is not accurate. As stated in my complaint, the opportunity to review the contract before signing it at any time before or during the installation was not provided to me. There was no disclosure of cancellation terms or the availability of a copy of the contract for my review and records.
  
  
  
  ********
  
  ****** ******ncel at anytime. After living in the new home for several months, my husband and I determined that the workers pose no risk to us and we don't need the extra security. We tried to cancel ADT for several weeks by phone and they made the process so difficult we put our cancelation request in a letter and mailed it to the corporate office. The letter came back "undelivered". We finally got through to a representative by phone who said "I will cancel your service." We also demanded a copy of the contract, which we did not have. To this day, we still get emails saying that we are not canceled and we need to contact them. I am a senior citizen and I feel like I was misled and taken advantage of. The contract should be voided because it was obtained through deceit. I am hoping that you can help me with this and that ADT and their distributor, Safe Haven, are reprimanded for underhanded business practices.

  

  Business Response

  Date: 11/10/2022

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

  

  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 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 any improper conduct performed during the collection of necessary documents required to be authorized.
  Mrs. ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on June 6th, 2022. 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. 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 billing method to be used for the services, the terms and conditions of the agreement, and the length of terms for the services installed by Safe Haven. In addition to the contract, Safe Haven collected a handwritten signature from the consumer authorizing the equipment package to be provided on the Home Customization sheet.
  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.
  Safe Haven received a request from the consumer on 9/10/2022 to terminate the services. Safe Haven advised the consumer she was no longer within her right of rescission and she would be subject to the early termination terms. Those terms can be found on Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT”. On 9/27/2022, Safe Haven received a complaint email from Mr. ****** alleging Mrs. ******’s signature was signed fraudulently, they did not receive user education, and that the services needed to be terminated penalty free. The builder division’s national coordinated responded to the consumer’s allegations, offered to provide user tutorials and provided the identification his spouse provided at the time the signature was collected, in addition to the handwritten one. Safe Haven advised the consumer the contract was valid and would be subject to the early termination terms if they wanted to proceed. When Safe Haven received this complaint, the builder division’s national coordinator attempted to contact the consumer additionally by phone followed by an email on 12/6/2022 to offer additional resolution assistance. At this time, the consumer has not responded to the attempts made by the builder division.
  After reviewing the allegations, Safe Haven is unable to refund the customer any money or void the contract terms. Mrs. ****** entered in the agreement willfully and acknowledged she understood and agreed to the terms of the agreement. Mrs. ****** was provided a rescission period outlined under the “Notice of Cancellation” and failed to exercise her right within the allotted time frame. Safe Haven has not been to the residence since the installation, nor has Safe Haven received any service appointment request. At this time, should Mrs. ****** want to move forward with her cancellation request she would be subject to the early termination fees. Safe Haven encourages Mrs. ****** to contact ****** ******* ** ************* ******* ****** * ****** central time for any resolution assistance. Should Ms. ****** be unable to utilize a phone, she may contact ****** ******* *** ******** *********** ******** *** ***** ** *********************** . 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 rejection to the complaint made by ****** ******. The “Certificate Of Completion” disproves any allegations the consumer was
  not provided the contract at the time of the installation. Safe Haven does not
  provide the contract prior to the installation, it is only at the installation
  and after. The consumer was required to utilize her own personal email at the
  installation to accept and sign she understood the contract terms.
  The “Certificate Of Completion”
  found on page 16 provides explicit detail of when the consumer received,
  viewed, and signed the document. The consumer had possession of the contract
  terms the moment she authenticated it.  At this time, should Mrs. ******
  want to move forward with her cancellation request she would be subject to the
  early termination fees. Safe Haven encourages Mrs. ****** to contact ****** ******, at ************* ******* ****** * ****** central time for any
  resolution assistance. Should Ms. ****** be unable to utilize a phone, she may
  contact her via email at ************************ Thank you for your time.

  Customer Answer

  Date: 12/09/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: The "Certificate of Completion" does not disprove my complaint. My initial complaint was clear. The contract was only available on the installer's ipad which was NEVER in my possession. The accusations made in Ms. ******'s refusal of my statement are unfounded. She was not privy to the sequence of events and the failure of the employee to make clear the details of the contract. He literally said, "Sign here, sign here and sign here" as he quickly scrolled through the pages. I had literally just moved in to my home. I had no furniture, no computer and no access to email. I was at the mercy of the employee to clarify exactly what I was signing because I could not read what was on his iPad. Also, to reiterate, I would never have considered the services had the installer not told me that I lived in a dangerous area. I moved here from out of state and trusted that he knew what he was talking about. Recently, I have learned that Milton, DE is one of the safest communities in the state. Ms. ****** says... "the consumer received, viewed and signed the document." I agree that I signed it but I never received or viewed it, nor did the installer ask me if I had access to email or inform me that the contract would only be available to me through email. I am nearly 70 years old and I am accustomed to hard copies when it comes to contracts. I can not think of another instance where I have received a contract after the fact via email.  On the day of signing, I knew nothing of the stipulations outlined in the contract so to claim that I knew about the "Certificate of Completion" on page 16 or that I, "the consumer had possession of the contract terms" the moment I "authenticated it" is blatantly false. The contract may be conveniently perfect for Safe Haven Security Services, LLC but it is wholly inconvenient for the consumer, as I was described, when presented on an iPad with no explanation, clarification or access to the details therein.

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